ATT DEFINITY Communications System Generic 3 Instructions Manual

							Abbreviated Dialing  (AD)
Issue  3   March 1996
3-17
— Group Number Lists
— System Number List
— Enhanced Number List
— 7103A Group Number List
nWait Delay Interval (5 to 25 seconds)
nAttendant Console Parameters
See 
DEFINITY Communications System Generic 3 Version 4 Imp lementation, 
555-230-655 or 
DEFINITY Communications System Generic 3 V2/V3 
Implementation
, 555-230-653, for complete instructions for administering the 
Ab breviated Dialing (AD) feature.
Hardware and Software Requirements
Ad d itional tone detectors such as TN744C-Tone Detector/Call Classifier, 
TN748C-Tone Detector, TN420C-Tone Detector, or TN2182-Tone 
Clock/Detector/Generator may be required if the special 
wait character is used 
frequently. See 
DE FI NITY  C omm unications System Generic 3 System 
Description and Specifications,
 555-230-206, for more specifics.
O ptional software is required for the Enhanced Ab breviated Dialing list. 
						

							Feature Descriptions
3-18Issue  3   March 1996 
Add/Remove Skills
Feature Availability
This feature is available with all G3V3 and later versions with the Expert Ag ent 
Selection (EAS) feature enabled.
Description
This feature allows agents using Expert Agent Selection (EAS) to add or remove 
skills.
A 
skill is a talent or ability of an a gent and a requirement of a caller that is 
identified within the switch by a num ber. For example, if an agent has the a bility 
to speak English and Spanish, that agent could b e assigned a Spanish speaking 
skill that has a numerical identifier, such as 
50. The agent c an then add  skill 50 to 
his/her set of working skills. If a customer requires a Spanish-sp eaking agent, the 
system can route the call to the agent(s) with that skill. Skills can be  administered 
for a vector directory number (VDN) and an ACD agent login ID, and can be 
active for an ACD caller via vector commands. Each agent can have up to four 
skills active at any one time.
NOTE:
In the EAS environment, agents must have at least one skill assigned to 
them during a login session. Therefore, if an a gent with only one skill tries to 
remove that skill, the system does not remove the skill. Also, the system 
does not allow an agent with four active skills to a d d a fifth skill.
This feature allows agents to add or remove a skill by dialing a feature access 
code (FAC). Agents use one FAC to add a skill and another FAC to remove a 
skill. Also, any voice terminal user with console permission can a dd or remove an 
agent’s skill on behalf of the agent by entering the agent’s login ID.
Agents and supervisors can use queue-status indications, VuStats,  or  Call 
Management System (CMS) or Basic Call Management System (BCMS) 
information to determine if they need to add or remove a skill. When a dding a 
skill, the agent must sp ecify if the skill is primary or secondary. A primary skill is 
one that the agent answers b efore answering any secondary skills, if there are 
calls in queue for both skills. Therefore, it is worth noting that a dding or removing 
a primary or secondary skill d oes impact how calls are distributed to an agent. 
The system displays text to 
prompt the agent through the process of adding or 
removing a skill (assuming the terminal is equipp e d with a display).
When an a gent a d ds or removes a skill, the system displays on the voice terminal 
(assuming the terminal is equipped with display) the update d set of skills. Each 
skill number is preceded by either 
p for primary or s for secondary. 
						

							A dd /Remove Skills
Issue  3   March 1996
3-19
If a supervisor with console permission adds or removes a skill for an agent, the 
agent does not receive any notification that the change has taken place.
Feature History
This feature was available in the DEFINITY G2 Version 2 release with EAS. 
Therefore, its ad d ition to G3V3 and later releases fills a void in previous G3 
releases. However, the feature has b een enhanced in this release b y the ad d ition 
of a gent ability to designate a skill as primary or secondary when they a d d the 
skill.
Considerations
A skill c annot b e removed from an agent’s skill set if the agent is on a call for that 
skill. A skill cannot be removed from an agent’s skill set if the agent is in the 
After-Call-Work (ACW) state for that skill.
If a supervisor with console permission adds or removes a skill for an agent, the 
agent does not receive any notification that the change has taken place. An 
agent or other user d oes not need to be logg e d in for a skill to be a d de d or 
removed. Also, agents and users cannot add or remove a skill while on a call or 
in ACW.
Interactions
nAuto-Available Splits  (AAS)
If an agent adds a skill that is administered as Auto-Available, the agent’s 
login ID must have the “ AAS”  field set to 
y on the Agent Login ID form, or 
the agent cannot add the skill.
nBCMS 
BCMS begins tracking the new skill as soon as it is ad ded. When an a gent 
removes a skill, the real-time agent information specific to that skill is 
removed from the real-time reports. The data for the skill still a p pears on 
the historical reports.
nVuS ta t s
Because VuStats displays information gathered b y BCMS (whether BCMS 
is enabled or not), the BCMS interaction mentioned above applies to 
VuStats also.
Administration
EAS must be enabled on the “Feature-Related System-Parameters”  form b efore 
using the Ad d/Remove Skills feature. 
						

							Feature Descriptions
3-20Issue  3   March 1996 
Feature access codes (FACs) for adding and removing skills must be entered in 
the “ Feature Access Code”  form. Also, for each class of restriction (COR), the 
ability for users with that COR to add and remove skills must be enabled or 
disabled. This is done on the “ Class of Restriction” form. Console permissions 
are administered on the “Class of Service”  form.
Text for user-defined displays for the Add/Remove Skills feature are 
administered on page 5 of the “ Display-Messages Miscellaneous” form.
NOTE:
Skills are defined on the “Hunt Group ” form. Each skill can b e a dministered 
on the ‘Vector Directory Number’ form or directly in vectors.
Hardware and Software Requirements
EAS is required. 
						

							Ad ministered Connections
Issue  3   March 1996
3-21
Administered Connections
Feature Availability
Administered Connections is available with all Generic 3 releases exc ept 
G3vs/G3s ABP and replaces the Permanent Switched Calls feature of previous 
System 75 releases and of DEFINITY  Generic 1.
Description
Automatically establishes an end-to-end connection between two access/d ata 
endpoints. The Ad ministered Connections feature provides the following 
enhanced capabilities.
nSupport of both permanent and scheduled connections
nAuto Restoration (preserving the active session) for connections routed 
over Software Defined Data Network (SDDN) trunks
nAdministrable retry interval (from 1 to 60 minutes) per Administered 
Connection
nAdministrable alarm strategy per Administered Connection
nEstablishment/retry/auto restoration order based on administered priority
The status of an Ad ministered Connection (disabled, connected, and so on) can 
be disp layed by entering the status administered-connection command from 
the Management Terminal.
The endpoints which can be connected via the Ad ministered Connections 
feature are either access endpoints or data endpoints. Access endpoints are 
nonsignaling trunks and data endpoints are devices that connect the switch to 
data terminal/communication equipment. Throughout this section the term 
en d point is used to mean either data endpoint or access endpoint.
Access Endpoints
An access endpoint is either a nonsignaling channel on a DS1 interface or a 
nonsignaling port on an Analog Tie Trunk circuit pack that is assigned a unique 
extension. Since an access endpoint is nonsignaling, it will neither generate nor 
respond to signaling. As a result, an access endpoint cannot be use d as a 
trunking facility (it cannot receive incoming calls or route outgoing calls). An 
access endpoint is used primarily to support devices, switches, or services that 
have a trunk interface but do not supp ort signaling for the trunk. An access 
endpoint may be d esignated as the originating (local) endpoint or destination 
endpoint in an Administered Connection. The status of an access endpoint can 
be disp layed by entering the status access-endpoint command from the 
Management Terminal. 
						

							Feature Descriptions
3-22Issue  3   March 1996 
If a data call/connection between two access endpoints is set up from a voice 
station via the Transfer feature, the call can only b e dropped (and the endpoints 
freed) by busying out either one of the Access Endpoints or a trunk over which 
the connection is routed (if one exists) from the Management Terminal.  This is 
required since neither of the endpoints can initiate a drop (access end points are 
nonsignaling).
Typical Administered Connection Configurations
The Ad ministered Connections feature allows a great amount of flexibility in 
assigning the destination a d dress of the connection. As a result, many different 
configurations are possible with an Ad ministered Connection.  An Administered 
Connection can be established between two endpoints on the same switch; 
between two en d points in the same private network, but on different switches; or 
between an endpoint on the controlling switch and another endpoint off the 
private network.  In all configurations, the Administered Connection must be 
administered on the same switch as the originating endpoint.
If the two endpoints of the Administered Connection are on two different switches 
within a private network, normally, the connection will be routed through tie trunks 
(such as ISDN-PRI, DS1 or analog tie trunks) and p ossibly intermediate switches. 
However, if preferred, the connection can be routed through the public network.
The following are typical Administered Connection configurations and their 
application examp les:
nA local data endpoint connects to a local or a remote access endpoint.
One example of this is an MPDM connecting to a T1 Multiplexer via a DS0.
nA local access endpoint connects to a local/remote access endpoint.
Two examples are a DS0 cross-connect and a four-wire leased line 
modem to a four-wire leased line modem connection via analog tie trunks.
nA local data endpoint connects to a local/remote data endpoint.
One example is a connection between two 3270 data modules.
Establishment of Administered Connections
The originating switch will only attemp t to establish an Administered Connection 
if the following  conditions exist:
a. the Administered Connection is enabled
b. the Administered Connection is due to be active (either a permanent 
Administered Connection or the time of day requirements are satisfied if a 
scheduled Administered Connection)
c. the originating en d point is in the in-service/idle state
If the originating endp oint is not in-service/idle, no activity will take place for the 
Administered Connection until the endpoint transitions to the desired state. The  
						

							Ad ministered Connections
Issue  3   March 1996
3-23
destination a ddress is used by the originating switch to route the connection to 
the desired endpoint.  When two or more Ad ministered Connections are to b e 
established at the same time, they are established in priority order.
Administered Connection Establishment Retries
Administered Connection establishment attempts can fail for the following 
reasons:
nresources are unavailable to route to the destination
na required conversion resource is not available
naccess is denied.  COR, FRL, BCC, or an attempt is made to route 
voice-band-data over SDDN trunks in the 4ESS switch network (or other 
public switch network)
nincorrect destination a ddress
ndestination endpoint is busy
nother network or signaling failure
In the event of a failure, an error will be lo g ged in the error log and an alarm will 
be g enerated, if it is warranted by the alarming strategy. The reason an 
Administered Connection has failed can be displayed by the System Manager 
via the status administered-connection command. This information is also 
contained in the error log.
As long as an Administered Connection is due to b e active, continued attempts 
to establish an Administered Connection will be ma de by the originating switch 
unless the establishment attempt failed because of an administrative error (like a 
wrong number) or service blocking condition (like outgoing calls barred).  
Establishment attempts for Administered Connections that fail as a result of one 
of these conditions will resume when the problem is resolved (that is, 
Administered Connection administration has been changed). The  frequency  at 
which failed establishment attempts are retried is determined by the 
administered retry interval (1 to 60 minutes) of each Ad ministered Connection. 
Retries will be ma de after the retry interval has elapsed regardless of the 
restorable attribute of the Administered Connection. If more than one 
Administered Connection is to be retried at the same time, they will be retried in 
priority order. When the customer changes the time of day on the switch, an 
attempt will b e made to establish all Administered Connections in the ‘waiting for 
retry’ state.
Dropping an Administered Connection
Once established, an Administered Connection will remain active until one of the 
following events occurs: 
						

							Feature Descriptions
3-24Issue  3   March 1996 
nThe Ad ministered Connection is changed, disabled, or removed. (See the 
“Administration” section for i dentification of which attributes, when 
changed, will result in the dropping of an active Ad ministered 
Connection.)
nThe time of day requirements of a scheduled Administered Connection 
are no longer satisfied.
nOne of the endpoints initiates dropping the connection. This could be a 
result of a user initiate d drop (in the case of a data endpoint), 
maintenance activity resulting from an end p oint failure, or the busying out 
of the en d point or handshake failure. If the en d points involved in an 
Administered Connection are incompatible, the connection will 
successfully connect before the handshake failure occurs.
NOTE:
Administered Connections between access endpoints will remain 
connected even if the attached access equipment fails to 
handshake.
nAn interruption (that is, facility failure) occurs in the path between the 
endpoints involved in the Administered Connection.
No action is taken if an Administered Connection drops because it was 
disabled/removed or is no longer due to be active. If an Administered 
Connection drops because of changed Administered Connection attributes, an 
immediate attempt will be made to establish the connection with the changed 
attributes if it is still d ue to be active. Existing entries in the error/alarm log are 
resolved if they no longer apply. If it can be determined that handshake failure 
resulted in the drop ping of the connection, in the case of an Ad ministered 
Connection involving at least one d ata endpoint, no action will be taken for that 
Administered Connection until the change administered-connection c ommand 
has been executed.
Administered Connection Failure: 
Auto Restoration and Fast Retry
When an active (established) Administered Connection d rops prematurely, either 
auto restoration or fast retry will be invoked. It can  be determined whether or not 
auto restoration will b e attempted for an active Ad ministered Connection by 
observing the contents of the restorable field displayed on the Status 
Administered Connection screen.
Auto restoration will be attempte d if the Ad ministered Connection was optioned 
for auto restoration and the connection was routed over SDDN trunks. During 
restoration, connections are maintained between the switch and endpoint at both 
ends of the connection. In addition to allowing the active session to b e 
maintained, this also provides a high level of security by prohibiting other 
connections from intervening in active sessions. The  ‘Auto  Restoration’ feature 
cannot guarantee restoration within a certain time period, but successful  
						

							Ad ministered Connections
Issue  3   March 1996
3-25
restorations (involving remote endpoints on a G3i switch) must be comp leted 
before the expiration of the 60-second endpoint holdover timer utilized d uring 
restoration. If auto restoration is successful, the session that was active when the 
failure occurred might be maintained (no guarantee). If the session is 
maintained, the restoration is transparent to the user with the exception of a 
temp orary disruption of service while the restoration is in progress. A successful 
restoration is reflected by the 
restored state on the Status Administered 
Connection screen. The restored status will be displayed, even if the destination 
endpoint was idle (that is, already dropped) when the restoration attempt arrived 
at the destination node.  (Although the restoration was successful, the data 
session may not have been preserved.)
If the auto restoration function is not optioned or the Administered Connection is 
not routed over SDDN trunk(s), the switch will immediately attempt to reestablish 
the connection (fast retry). Fast retry will also be attempted if the originating 
endpoint initiated the drop. In the event of a fast retry, connections are not 
maintained on both ends. Fast retry will not be attemp ted for an Ad ministered 
Connection which was last established via fast retry, unless the Administered 
Connection has been active for at least two minutes.
If the auto restoration or fast retry attemp t fails to restore/reestablish the 
connection, the connection will be dropped and the Administered Connection 
will go into retry mode. Retry  attempts will continue, at the administered retry 
interval, as long as the Administered Connection is due to be active.
Interactions
The following features and functions interact with the Administered Connections 
feature:
nAbbreviated Dialing
Abbreviated dialing entries can be used in the “ Destination Address” field. 
Entries must comply with the restrictions of the dial plan.
nAAR/ARS/Generalized Routing Selection (GRS)
These features may be used in the routing of an Administered Connection.
nBusy Verification of Stations and Trunks
This feature d oes not a p ply to access endpoints because access 
endpoints are used only for data.
nClass of Restriction
A COR should  be reserved for Administered Connection endpoints and 
SDDN trunks. This would restrict endpoints, not involved in Ad ministered 
Connections, from connecting to SDDN trunks or endpoints involved in 
Administered Connections.
nClass of Service/Call Forwarding 
						

							Feature Descriptions
3-26Issue  3   March 1996 
An Administered Connection endpoint should be assigned a Class of 
Service that will block call forwarding activation of the endpoint.
nData Call Setu p
A Default Dialing d estination should not b e assigned to a d ata module that 
is used in an Ad ministered Connection.
nData Call Hotline
A hotline d estination should not be assigned to a d ata module that is used 
in an Administered Connection.
nDigital Multiplexed Interface (DMI)
DMI endpoints can be used as the destination in an Ad ministered 
Connection.  DMI end points do not have associated extensions, so they 
cannot be used as the originator in an Ad ministered Connection.
nFacility Test Calls
The feature d oes not a p ply to access endpoints because an access 
endpoint acts as an en d point rather than as a trunk.
nHunting
A hunt group extension is not allowed to be used as the origination 
extension of an Administered Connection.
nModem Poolin g
If a conversion resourc e (pooled modem) is required in an Ad ministered 
Connection, one will be inserted. If no conversion resource is available, 
the connection will be dropped.
nNon-Facility Associated Signaling (NFAS) and D-Channel Backup
Auto Restoration for Ad ministered Connections, initially routed over an 
NFAS facility, may fail if the only b a ckup route is over the facility on which 
the backup D-channel is administered, since the b ackup D-channel may 
not come into service in time to handle the restoration attempt.
nSet Time Command
When the System Manager changes the system time via the set time 
command, all sc heduled Administered Connections are examined.  If the 
system time change causes an active Administered Connection to be 
outside its scheduled period, the Ad ministered Connection will be 
dropped.  If the time change causes an inactive Administered Connection 
to now b e within its scheduled period, the switch will attempt to establish 
the Administered Connection.
Also, if any Administered Connection (scheduled or continuous) is in the 
retry mode and the system time changes, the switch will attempt to 
establish the Ad ministered Connection immediately.
nCDR