ATT DEFINITY Communications System Generic 3 Instructions Manual

							Security Violation Notification (SVN)
Issue  3   March 1996
3-1085
Screen 3-41. Monitor Security Violations Report (Remote Access)
Screen 3-42. Monitor Security Violations Report (Authorization 
Code)
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     monitor security-violations remote-access
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                           SECURITY VIOLATIONS STATUS
                                           Date:  NN:nn DAY MON nn 199n
                       REMOTE ACCESS BARRIER CODE VIOLATIONS
                       Date     Time     TG No   Mbr   Ext   Barrier Code
                       01/08    10:55    31      5     4050  1030
                       01/08    10:54    31      1     4050  2345
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     monitor security-violations authorization-code
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                           SECURITY VIOLATIONS STATUS
                          Date:  NN:nn DAY MON nn 199n
                          AUTHORIZATION CODE VIOLATIONS
     Date   Time    Originator     Auth Code  TG No   Mbr   Barrier Code   Ext
     01/07  08:33   STATION        1234567                                 84321
     01/06  07:32   TRUNK  1233555    35      14 
     01/03  14:22   REMOTE ACCESS  2222222  31       3    3295912
     12/25  16:45   ATTENDANT      1212111                                 84000
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							Feature Descriptions
3-1086Issue  3   March 1996 
Screen 3-43. Security Violations Traffic Summary Report
     --------------------------------------------------------------------------
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    Switch Name:______________        Date: xx:xx am  DAY MON xx, 19xx
                     SECURITY VIOLATIONS SUMMARY REPORT
                 Counted Since: xx:x am   DAY MON xx,19xx
            Barrier Codes                    Authorization Codes
                     Security                                 Security
     Valid  Invalid  Violations   Originator  Valid  Invalid  Violations
    xxxxxxx  xxxxxxx  xxxxxxx     Station    xxxxxxx  xxxxxxx  xxxxxxx
                                  Trunk      xxxxxxx  xxxxxxx  xxxxxxx
                               Remote Access xxxxxxx  xxxxxxx  xxxxxxx
             Attendant   xxxxxxx  xxxxxxx  xxxxxxx
              Total      xxxxxxx  xxxxxxx  xxxxxxx
               Successful  Invalid  Invalid   Forced    Login Security  Trivial
     Port Type Logins      Attempts IDs     Disconnects  Violations     Attempts
     SYSAM-LCL xxxxx       xxxxx    xxxxx   xxxxx        xxxxx          xxxxx
     SYSAM-RMT xxxxx       xxxxx    xxxxx   xxxxx        xxxxx          xxxxx
     MAINT     xxxxx       xxxxx    xxxxx   xxxxx        xxxxx          xxxxx
     SYS-PORT  xxxxx       xxxxx    xxxxx   xxxxx        xxxxx          xxxxx
     Total     xxxxx       xxxxx    xxxxx   xxxxx        xxxxx          xxxxx
     --------------------------------------------------------------------------
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							Send All Calls
Issue  3   March 1996
3-1087
Send All Calls
Feature Availability
This feature is available with all Generic 3 releases.
Description
Allows users to temporarily direct all incoming calls to coverage regardless of the 
assigned Call Coverage redirection criteria.  Send All Calls also allows covering 
users to temporarily remove their voice terminals from the coverage path.
Send All Calls is activated by pressing the Send All Calls button or by dialing the 
Send All Calls access code.  It is deactivated by pressing the button a second 
time or by dialing the deactivate access code.
Details of how Send All Calls is used in conjunction with Call Coverage are given 
in the Call Coverage feature description, elsewhere in this section.
Considerations
Send All Calls provides the option for all incoming calls to be sent to coverage.  
This is useful when a user needs to b e away from the desk temporarily.
Interactions
Send All Calls is used only in conjunction with the Call Coverage feature.
nACD 
Activation of Send All Calls does not make an ACD agent unavailable for 
ACD calls.
nAutomatic Callback
Send All Calls does not work with Automatic Callback calls.
nDDC/UCD
Activation of Send All Calls makes a member of a DDC/UCD hunt group 
unavailable for calls.
nInternal Automatic Answer (IAA)
IAA does not apply to calls to the original called extension when the c alled 
voice terminal has selected Send All Calls.
nConsole Night Servic e
With the  console in Night Service and the Send All Calls activated, the call 
covers 
after the “no answer” ring interval is reached. 
						

							Feature Descriptions
3-1088Issue  3   March 1996 
Administration
Send All Calls is administered by the System Manager. The following items 
require administration:
nSend All Calls button (per voice terminal)
nActivate and Deactivate access codes for Send All Calls (per system)
nSend All Calls coverage criteria (per coverage path)
Hardware and Software Requirements
No a d ditional hardware or software is required. 
						

							Senderized Operation
Issue  3   March 1996
3-1089
Senderized Operation
Feature Availability
This feature is available with all Generic 3 releases.
Description
Reduces the time necessary to place calls to distant locations equip ped to 
receive touch-tone signals (or DTMF) and allows end-to-end signaling to remote 
computer equipment.
The number dialed and end-to-end signaling digits from voice terminals and 
trunks are detected by the system and regenerated for transmission over 
outgoing trunks. The  distant  end associated with the trunk must be equip ped to 
receive touch-tone signals.
Considerations
This feature provides quicker service to remote touch-tone receiving facilities.
Interactions
None.
Administration
None required.
Hardware and Software Requirements
No a d ditional hardware or software is required. 
						

							Feature Descriptions
3-1090Issue  3   March 1996 
Service Observing
Feature Availability
This feature is available with all Generic 3 releases. Service Observing Logical 
Agent IDs, Service Observing VDNs, and Service Observing Remotely/By FAC 
are available with G3V3 a n d later  releases. Vector  Initiate d Service Observing is 
available with G3V4.
Description
Allows a specified user, such as a supervisor, to observe a call that involves 
other users while the c all is in progress. The call can b e observed on a listen-only 
or listen-and-talk basis.
In this feature description, the term observer refers to the supervisor or other user 
who is observing calls. The observer can service observe a station, attendant, 
logical agent ID, or VDN. See Service Observing Logical Agent IDsand Service 
O bserving VDNs later in this chapter for more information about these o ptions. 
In this feature description, the term “agent” refers to the station, attendant, or 
logical agent b eing observed.
Service Observing can be activate d in one of two ways: the Service Observe 
button; or Service Observing (SO) feature access codes (FAC.) See Service 
O bserving Remotely/By FAC later in this section for more information about 
using SO  FACs  to  access Service Observing.
When using a Service Observe button, Service Observing can be activated by 
any user with access to the voice terminal. To activate Service Observing, the 
observer presses the Service Observe button followed by the extension number 
of the agent whose calls are to be o bserved.  To deactivate Service Observing, 
the observer can either hang up, select another call appearance, or press the 
Disconnect or Release button.
When Service Observing is activated with the Service Observe button, the 
observer is in the listen-only mo de. Each ad ditional press of the Service Observe 
button causes the observer to toggle between a listen-only and a listen/talk 
connection to the call. The lamp signal indicates which mode the observer is in. 
The observer can observe consecutive calls without reactivating Service 
O bserving. In other words, as long as an observer has activated Service 
O bserving for a specific agent, he or she can observe that agent’s calls until 
Service Observing is deactivate d.
An optional warning tone can be administered (on a per-system basis) to let the 
agent and the calling party know that someone is o bserving the call. The warning 
tone is a 440 Hz tone. A two-second burst of this tone is heard before the split  
						

							Service Observing
Issue  3   March 1996
3-1091
supervisor is connected to the call. A half-second burst of this tone is heard 
every 12 seconds while a call is b eing observed. The warning tone is heard  by all 
parties on the o bserved call.
It is possible for an observer to activate Service Observing for an agent’s calls 
even though the agent is not active on a c all. In this case, the observer enters the 
‘‘waiting’’ mode until the agent receives a call. When  the  agent receives a call, 
the observer is bridged onto the call.
If an agent makes an outgoing trunk call and is being observed, Service 
O bserving b e gins when dialing is completed. For CO trunks with answer 
supervision, dialing is considered comp leted when answer supervision is 
returned. For CO trunks without answer supervision, dialing is considered 
completed when the answer supervision timeout occurs.
With G3V3 and later releases, when the o bserver attemp ts to activate Service 
Observing, the system returns different  tones to indicate if he or she was 
successful or not. If activation of Service Observing was successful, the system 
returns confirmation tone. If activation was d enied, the system returns intercept, 
reorder, or busy tone depending upon the reason for denial. If a call becomes 
ineligible while being observed, the system returns ineligible tone. If a logical 
agent logs out while b eing observed, the system returns busy tone to indicate 
that the observing connection has terminated. Tones are provided whether 
Service Observing is accessed by a Service Observe button or Service 
O bserving  FAC. For more information, see Service Observing User Interface 
later in this feature description.
NOTE:
The use of Service Observing features may be subject to federal, state, or 
local laws, rules or regulations and may b e prohibited pursuant to the laws, 
rules, or regulations or require the consent of one or both of the parties to 
the conversation.  Customers should familiarize themselves with and 
comp ly with all a p plicable law, rules and regulations before using these 
features.
Service Observing Logical Agent IDs
When EAS is optioned, an o bserver can observe agents based on their logical 
agent ID rather than by the physical voice terminal where they are located. The 
observer c an enter the logical agent ID extension number of a logged-in agent to 
set up the  observing connection. When the agent is being observed (based on 
the logical agent ID), the observer is able to monitor every ACD, p ersonal, and 
Direct Agent call delivered to or placed by the agent, including calls placed to 
the physical extension.
When an observer attempts to observe a Logical Agent ID, the “ Can Be Service 
O bserved?”  field on the “ Class of Restriction” form is used to determine if the 
agent can be observed. If the “Can Be Service Observed?” field is set to n, the 
observer receives the d enial indication of a  broken flutter and interc ept tone. If  
						

							Feature Descriptions
3-1092Issue  3   March 1996 
the agent is not logged in, the observer receives the d enial indication of a broken 
flutter lamp indication and busy tone.
Only one o bserver is allowed to observe a physical station at one time. If an 
observer requests to observe a login agent ID extension that is at a station 
already being observed, the system denies the second observer. Likewise, if an 
observer requests to observe a physical extension that is already being 
observed as a logical agent ID extension, the system denies the second 
observer.
If the logical agent logs out while being observed, the  monitoring connection is 
dropped and the o bserver receives busy tone.
Service Observing VDNs
The Service Observing feature provides the option of b eing able to observe 
VDNs. This option allows you to select a s pecific VDN and be brid ged on to calls 
(one call at a time) that have just started vector processing for that VDN. The 
observer hears all tones, announcements, music, and speech that the caller and 
the agent hear and say, including Call Promp ting and caller dialing. Also, the 
observer hears VDN of Origin announcements, and can replay VDN of Origin 
announcements if that observer is at a terminal equipped with a VOA Repeat 
feature b utton, and they have a COR that allows the VOA announcement to be 
heard.
Once the system makes an observing  connection to a call in vector processing, 
it maintains the connection throughout the life of the call until the call is 
disconnected or until the o bserver hangs up. This is the case even if the call is 
routed or transferred externally. If the o bserver does not disconnect after one 
observed call is d isconnected, the system connects the observer to another new 
call on the same VDN. This type of Service Observing is listen-only as long  as 
the call is in vector processing. Once the call is out of vector processing, 
observers with listen/talk capability [activated by the listen/talk Service 
O bserving (SO) feature access code (FAC) or the  SO button] are able to talk as 
well as listen. More than one o bserver can observe the same VDN 
simultaneously.
If the o ptional warning tone is administered, the warning tone is heard  by the 
caller and the observer only when the system connects the call to the answering 
or route d-to internal or external destination (after vector processing is finished). 
The system continues to a p ply the periodic tone throughout the  duration of the 
call even if the call is transferred  off-switch. Consider using a warning 
announcement at the first ste p of the vector to inform the caller of p ossible 
monitoring since warning tone cannot be given until after the call is out of vector 
processing.
The ability to service observe VDNs is enabled on the “System-Parameters 
Customer-Options” form. As with  the other Service Observing capabilities, the 
“Service Observing” field on the “ Class of Restrictions”  form must be set to y for 
both the observer and for the agents that received observed calls. 
						

							Service Observing
Issue  3   March 1996
3-1093
If an a gent or extension to which the call is connected is already being observed, 
the call cannot be observed.
Multiple users can observe a single VDN simultaneously. However, only one 
observer can be connected to a given call on the VDN.
To service observe a VDN, the observer s pecifies the VDN extension in the same 
manner as he or she would specify a physical extension or logical agent ID 
extension. However, if the option is not enabled on the “System-Parameters 
Customer-Options” form, the observer is denied and receives a broken flutter 
with intercept tone.
NOTE:
When a VDN is observed, the name of the VDN, agent, or trunk appears on 
the observer’s display as each is accessed by the VDN. For example, 
during vector processing the VDN name is disp layed, but when the call 
connects to an agent, the agent name is displayed.
Service Observing Remotely/By FAC
This Service Observing feature allows users to observe calls on a listen-only or a 
listen/talk basis from a remote location or a local station using Service Observing 
(SO) feature a ccess codes (FAC.) This gives observers dial-up access to Service 
O bserving from any telephone set without a Service Observe b utton. Different 
FACs are required for listen-only and listen/talk observing. When observing 
remotely by FAC is used, the observer cannot to g gle between listen-only and 
listen/talk observing. Service  Observing  remotely can be used to observe 
physical extensions, logical agent ID extensions, and VDNs.
O bservers who activate Service Observing by way of a FAC will hear tones to 
indicate the status of the o bserving in p lace of lamp signals on the voice terminal. 
For exam ple, o bservers will receive c onfirmation tone when Service Observing is 
activated.
Once connected to a call, remote o bservers have all the same features and 
functions as local observers, with the exception of not b eing able to replay VDN 
of Origin announcements if the o bserving station d oes not have a VOA Re peat 
feature b utton, or if their COR denies them access to the VOA announcement.
Remote Service Observing c an be initiate d either through Remote Ac cess to PBX 
services or Call Vectoring.  When  Service  Observing occurs through the Remote 
Access feature, a remote user gains access to the switch via either a trunk group 
dedicated to Remote Ac cess or DID to the Remote A ccess extension. Remote 
Service Observing operates with all types of DID trunks, including ISDN-PRI, tie 
trunks, and DCS over analog, T1 or over ISDN PRI.
When Service Observing is initiate d through the Call Vectoring feature, a remote 
user gains access by dialing the VDN extension or a CO trunk that has as its 
incoming destination a VDN extension. Using route-to commands, the Service 
Observing vector associated with the VDN can be designed to provide direct  
						

							Feature Descriptions
3-1094Issue  3   March 1996 
access to a specific extension to be observed. Or, it can be designed to access 
Service Observing dial tone. If Service Observing dial tone is accessed, the 
observer has the option of entering the numb er of any extension they are 
authorized to observe. Call Prompting and Call Vectoring can be combined to 
provide adequate security and to limit observing capabilities.
The following is a simple example of a Service Observing vector.
1.wait-time 0 seconds hearing ringing
2.collect 5 digits announcement 2300
( “ please dial your 5- digit security code”)
3.goto step 5 if digits = 12345
4.disconnect after announcement 2000
5.collect 1 digits announcement 2310
(“enter 1 to observe sales, 2 to o bserve b illing ” )
6.route-to number 113001 with cov n if digit = 1
(11=listen-only observe, 3001=”Sales”  VDN)
7.route-to number 113002 with cov n if digit = 2
(11=listen-only observe, 3002=”Billing ”  VDN)
8.goto step 5 if unconditionally
See 
DEFINITY Communications System Generic 3 Call Vectoring/Expert Agent 
Selection (EAS) Guide,
 555-230-520, for a d ditional information about creating a 
Service Observing vector.
The ability to service observe remotely and by FACs is  enabled on the 
“ System-Parameters Customer-Options”  form. As with the other Service 
Observing capabilities, the “Service Observing” field on the “Class of 
Restrictions”  form must be set to y.’