ATT DEFINITY Communications System Generic 3 Instructions Manual

							Service Observing
Issue  3   March 1996
3-1105
observe another node via remote Service Observing. Service observing 
displays are not sup p orte d across DCS. A remote o bserver on another 
DCS node will hear the same feedback as any other remote service 
observer.
nHold
The observer cannot use this feature when Service Observing is activate d. 
If the hold button is pressed, the action is ignored.
If an a gent p laces a c all on hold while being observed, the observer is p ut 
into the waiting mo de. A VDN observer will continue to monitor the caller 
placed on hold.
nLook Ahead Interflow
If an observed VDN call routes to another location as a result of Look 
Ahead Interflow, the call will continue to be observed. Warning tone, if 
optioned for the sending switch, will be a p plied when the call is accepted 
by the receiving switch. The periodic tone will continue to b e a p plied while 
the call is monitored by the VDN observer.
nLW C  
Leave Word Calling cannot be used by any party on a call that is being 
service observed.
nMove Agent/Change Skills While Staffe d
If move or change skills is requested for a physical or logical agent being 
service observed, the move or change will take place according to the 
move or change rules. O bserving will continue.
nMultiple Call Handling
When observing an agent extension or logical ID, only the call that the 
agent is active on will be monitored. If all calls are put on hold, the 
observer will hear silence. When o bserving a VDN call, the monitoring 
connection stays with the call when the call is put on hold.
nMusic on Delay/Music-on-Hold
A VDN  observer  hears  the  music provided to the caller
nNight Service
A VDN  observer  monitoring connection will go with the call.
nNo Disconnect Supervision Trunk Operation
Service observing cannot be activated over no disconnect supervision 
trunks. Denial indication is given to the caller.
nPrivacy — Manual Exc lusion
A observer cannot service observe an agent that has activate d Privacy — 
Manual Exclusion. 
						

							Feature Descriptions
3-1106Issue  3   March 1996 
nRecorded Announcement
An observed VDN call will continue to be monitored while the call is 
connected to a recorded announcement. A Verify Announcement call 
placed by an observed physical or logical agent will b e monitored by the 
observer.
nRedirection on No Answer (RONA)
An observed VDN call will continue to be monitored when the call is 
redirected or rings “in limbo” due to the RONA feature.
nRoute-to Number/Digits with Coverage
A route-to numb er or route-to digits step to a Service Observing FAC  or 
Service Observing FAC  + extension fails when Service Observing 
activation is not allowed or when the extension cannot b e observed. In this 
case, the destination is considered invalid and vector processing goes to 
the next step regardless of whether coverage is set to y or n.
nTransfer
The observer cannot use this feature when Service Observing is activated.
If an agent transfers a call while being observed, the o bserver is put into 
the waiting  mode.  The observer is bridged onto any call that the agent 
becomes active on before the transfer is complete.
A VDN  observer  monitoring connection will go with the call. A VDN call 
transferred to a nonobservable destination becomes ineligible for 
observing.
nVDN in a Coverage Path
A call that covers to a VDN being service observed can be monitored by 
the VDN  observer.  An  observed VDN call that covers to another VDN will 
continue to be monitored.
nVDN of Origin Announcements
Service observers will hear the VDN of origin announcement given to the 
answering station user and the caller.
nVDN Return Destination
When Service Observing is activated through a prompting VDN that has 
return destination assigned, the activation call could return back to the 
prompting VDN to allow retry of the Service Observing a ctivation if the first 
attempt fails and the denial indication times out. This is true only when the 
disconnect due to denial indication o c curs after the call leaves vector 
processing. Failure detected while in vector processing will execute the 
next vector step. Disconnect due to the disconnect or busy commands 
will drop the call and not trigger return destination.
When return destination is triggered, the call is monitored through each 
return destination operation until the caller disconnects. 
						

							Service Observing
Issue  3   March 1996
3-1107
nVoice Terminal Display
If an internal (not remote) observer has a display voice terminal, the 
display will mirror exactly what is being displayed on the observed 
physical or logical agent’s voice terminal display. For example, 
a=3035001234 to Sales    SO
When the observer is observing a VDN, the display will show the name of 
the VDN  being  observed while in vector processing. After the call leaves 
vector processing, the display will show the name of the agent or trunk 
group the call connected to.
nVuS ta t s
An internal service o bserver using a 2-line display can activate VuStats for 
the agent to be observed. The stats for that agent appear on the second 
line of the observer’s disp lay during Service Observing. The VuStats 
monitoring must be activated before activating Service Observing.
nZip Tone
VDN service observers will not hear the zip tone given to the answering 
agent.
Administration
Service Observing is administered by the System Manager. See DEFI NI TY 
Communications System Generic 3 Version 4 Implementation
, 555-230-655, or 
DEFI NI TY Com munications System Generic 3 V2/V3 Implementation, 
555-230-653, for complete instructions for a dministering Service Observing.
Hardware and Software Requirements
No a d ditional hardware or software is required. 
						

							Feature Descriptions
3-1108Issue  3   March 1996 
Single-Digit Dialing and Mixed 
Station Numbering
Feature Availability
This feature is available with all Generic 3 releases.
Description
Allows easy a c cess to internal hotel/motel services and p rovides the capability to 
associate room numbers with guest room voice terminals.
The following dial plan types are provided:
nSingle-Digit Dialing
nPrefixed Extensions
nMixed Numbering
Single-Digit Dialing
A single-digit extension number can be assigned to internal hotel/motel services 
such as room service.  These single-digit extension numb ers can be assigned to 
an individual voice terminal or to a g roup of voice terminals used, for example, to 
service the front desk.
Prefixed Extensions
A p refixed extension is made up of a p refix (or first digit) and an extension 
number with up to five digits.  The prefix identifies the call type. The switch 
collects the dialed d i gits, removes the prefix digit, and uses the extension 
number for any further processing.
Assume that the dial p lan listed in the following table is administered for a 
hotel/motel system. 
						

							Single-Digit Dialing and Mixed Station Numbering
Issue  3   March 1996
3-1109
This example dial plan allows the following call types:
nSingle-digit access to the hotel/motel attendant (0)
nTen TACs beginning with the digit 1 (10 through 19)
nSingle-digit access to three hotel/motel services using the digits 2, 3,
and 4
nNonprefixed access to as many as 100 hotel/motel staff extensions
(500 through 599)
nRoom extensions for as many as 100 floors
— Access to floors 1 through 9
(prefix digit 6 + [100 through 999])
— Access to floors 10 through 99
(prefix digit 7 + [1000 through 9999])
nToll calling access by dialing TAC 8
nToll calling access by dialing TAC 9
nTwo-digit feature access codes (FACs) beginning with * and # and 
followed by a second digit
Table 3-80. Hotel/Motel Dial Plan — 1
First Digit Length
123456
1     TAC                
2 EXT                    
3 EXT                    
4 EXT                    
5         EXT            
6             PEXT        
7                 PEXT    
8 TAC                    
9 TAC                    
0 ATTD                    
*     FAC                
#     FAC                 
						

							Feature Descriptions
3-1110Issue  3   March 1996 
The system identifies a Prefixed Extension number through translation 
processing.  Without the prefix digit, the same group of digits could belong to 
any call type.  In the preceding dial plan example, the digits 71234 are identified 
as extension 1234 preceded by the prefix 7.  If 1234 is dialed, the system 
interprets it as the two-digit trunk access code 12 because a four-digit extension 
number beginning with a 1 is not d efined.
Mixed Numbering
A d ial plan with mixed numbering has the following characteristics:
nExtension numbers can have from one to five digits and can begin with 
any digit from 0 to 9.
nThe first di git, in combination with the number of digits dialed, defines the 
call type that corresponds to the dialed numbers.
The flexibility of mixed numbers, administrative staff extension numbers, service 
extension numbers (Single-Digit Dialing), TACs, and FACs may have common 
leading d igits.  To differentiate between two numbers with the same leading digit 
but with different lengths, the system applies a 3- to 9-second interdigit time-out 
administered on the “System Features” form (Short Interdigit Timer).
Assume that the dial plan listed in Table 3-81 is administered. 
						

							Single-Digit Dialing and Mixed Station Numbering
Issue  3   March 1996
3-1111
This dial plan example allows the following dial access:
nSingle-digit access to the hotel/motel attendant (0)
nSingle-digit access to seven hotel services (extensions 1 through 7)
nTwo-digit access to 70 hotel/motel services (extensions 10 through 70)
nGuest room extensions for floors 1 through 7 (extensions 100 
through 799)
nToll calling access by dialing TAC 8
nToll calling access by dialing TAC 9
nTwo-digit FACs by dialing * or # plus another digit
Using the preceding dial p lan exam ple, the d i git 2 can be assigned as the 
extension number for a hotel/motel service, 22 as an extension number for an 
administration staff member, and 222 as the extension number for guest room 
1. Time-outs are applied after the first, second, and third digits.
Table 3-81. Hotel/Motel Dial Plan — 2
First Digit Length
123456
1 EXT EX T EXT
1         
2 EXT EX T EXT
1         
3 EXT EX T EXT
1         
4 EXT EX T EXT
1         
5 EXT EX T EXT
1         
6 EXT EX T EXT
1         
7 EXT EX T EXT
1         
8 TAC                          
9 TAC                          
0 ATTD                          
*      FAC                     
#      FAC                      
						

							Feature Descriptions
3-1112Issue  3   March 1996 
222. Interdigit time-outs are used by the DEFINITY switch after the first and 
second digits.
Time-out intervals can be canceled if the user dials # after d ialing all required 
d i gits.
Considerations
Single-Digit Dialing allows easy access to hotel/motel services.
Mixed Station Numbering allows g uest room numbers and room extensions to b e 
the same.  Dialing time is a little longer, however, b e cause of the required 
interdigit time-out interval.
Prefixed extensions greater than five digits in length (including the prefix) cannot 
be assigned to intercom lists.
A trunk access code and an extension number can only share a first d i git if the 
extension number is shorter than the trunk access code.
Although extensions with the same first digit can have different lengths, data 
channel extensions should have the maximum number of d igits possible in ord er 
to avoid timeout problems for data calls that the DEFI NI TY switch automatically 
sets up (for example, the CDR link).
Extension numbers and feature access codes can share the same first digit with 
the extension numb er b eing longer (as long as they are not used for AAR/ARS 
faxs), b ut these extension numbers only work within the switch. They do not work 
as remote UDP extensions.
Interactions
The following features interact with the Single-Digit Dialing and Mixed Station 
Numbering feature.
nAttendant Display and Voice Terminal Display
If prefixed extensions are used in the system’s dial p lan, the prefix is not 
displayed when the extension is displayed. The Return Call button can be 
used to dial prefixed extensions, because the system dials the prefix,  
even though it is not displayed.
nProperty Management
If Prefixed  Extensions are assigned in the system, the prefix digit is 
removed before messages containing the extension number are sent to 
the PMS.
Five-digit extensions cannot be exchanged with a PMS until modifications 
are ma de to the PMS interface. 
						

							Single-Digit Dialing and Mixed Station Numbering
Issue  3   March 1996
3-1113
nUDP 
The following limitations apply to a DCS environment:
— Extension numbers that differ in length from the UDP cannot be 
distributed to other switches.
— If the first two digits of an extension number correspond to the floor 
number, floors cannot be serviced by more than one switch.
Administration
The System Manager defines the dial type (extensions, p refixed extensions, trunk 
access codes, and feature access codes) when the dial plan is administered for 
the system. The timeout affecting this feature (short interdigit timer) is 
administrable for G3rV1, G3i-Global, G3V2, and later releases on the “ System 
Parameters — Features”  form.
For each first digit (1 through 9, *, and #), a dial type can be defined for each 
length up to six digits.
Hardware and Software Requirements
No a d ditional hardware or software is required. 
						

							Feature Descriptions
3-1114Issue  3   March 1996 
Straightforward Outward Completion
Feature Availability
This feature is available with all Generic 3 releases.
Description
Allows an attendant to complete an outgoing trunk call for a voice terminal user, 
without requiring the voice terminal user to hang up.
Considerations
With Straightforward  Outward Completion the attendant determines which calls 
should be allowed and can select the trunk group used for the call.
Interactions
None.
Administration
None required.
Hardware and Software Requirements
No a d ditional hardware or software is required.