ATT DEFINITY Communications System Generic 3 Instructions Manual

							Agent Call Handling
Issue  3   March 1996
3-87
assign a non-AAS login ID to the skills (that is, not counted as a hunt 
group member or logged-in ACD member) until the ID is logged in. When 
the login ID is logged in, each skill is counted as a hunt group memb er 
towards the system hunt group member limit, the per group member limit, 
and each agent is counted as a logged-in ACD agent.
nHunt Groups (Non-ACD Hunt Groups)
While non-ACD hunt group members are not counted as part of the 
logg e d-in ACD a gents limit, they can affect the actual number of 
traditional ACD or EAS agents that may be logged in if the system hunt 
group members maximum is reached.
The number of non-EAS system hunt group members is non-ACD hunt 
group members assigned plus agent/split pairs assigned.
The number of EAS system hunt group members is non-ACD hunt group 
members assigned plus AAS agent/skill pairs assigned plus non-AAS 
agent/skill pairs logged in.
nHunt Groups (Unmeasured ACD Hunt Groups)
Unmeasured ACD hunt group members are counted as part of the 
logg e d-in ACD a gents limit and the system hunt group members limit.
nPort Sizing
Port Sizing is a customer option that allows AT&T to make port capacity 
price sensitive on a per customer basis. All ports used on a system are 
included in this customer optioned size. While each logged-in agent uses 
one port, additional ports are needed for trunks, announcements, etc. For 
this reason, there is no error checking done between the “ Port Sizing 
Op tion” field and the “Logged-in ACD Agents” field.
Administration
Agent Call Handling is administered by the System Manager. The following items 
require administration on a per-terminal or per-console basis:
nWhether it has Automatic Answer or Manual Answer
nWhether or not it has Idle Appearance Preference (for placing calls)
The following items are optional:
nManual-In button
nAuto-In button
nAuxiliary Work button
nAfter Call Work b utton
nAssist button
nRelease button (required with CallMaster voice terminal) 
						

							Feature Descriptions
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nStroke Count b uttons
nCall Work Code buttons
nVuStats display and buttons
In a ddition to the above, the following items require administration on a 
per-system basis:
nFeature access codes:
— Agent Log-In
— Agent Log-Out
— Manual-In
— Auto-In
— After Call Work
— Auxiliary Work
— Assist
nNumber of digits in log-in identification
Each split must be assigned Forced Entry of Stroke Counts and Call Work Codes 
if agents in that split are to b e required to enter these items.
‘System-Parameters Customer-Options’ form:
nThe “ Logg e d-In ACD Ag ents”  field must  be administered for the 
appropriate maximum number of agents allowed to log in.
Hardware and Software Requirements
No a d ditional hardware is required, although CallMaster voice terminals are 
recommended for ACD agents. ACD software is required. 
						

							Alphanumeric Dialing
Issue  3   March 1996
3-89
Alphanumeric Dialing
Feature Availability
Alphanumeric Dialing is available with all Generic 3 releases.
Description
Alphanumeric Dialing enhances Data Terminal Dialing by allowing data terminal 
users to place a data call by entering an alphanumeric name. This capability 
makes Data Terminal Dialing both convenient and user-friendly. Instead of 
dialing a long string of numbers, the users can enter a simple alphanumeric 
name.
When an alphanumeric name is entered from a user’s terminal, the system’s call 
processing software converts the name to a sequence of digits by searching 
through an administered Alphanumeric Dialing Table. The system then dials 
those digits just as if the user had entered the digits. If the entered name is not 
found in the Alphanumeric Dialing Table, the call attempt is denied and the user 
receives either an Invalid Address message (for DCP) or a Wrong Address 
message (for ISDN-BRI).
Since data terminals access the switch via DCP or ISDN-BRI d ata modules, the 
procedures for using Alphanumeric Dialing vary. For data terminals using DCP, 
users type the alphanumeric name and enter a carriage return at the DIAL: 
prompt. For data terminals using ISDN-BRI, users type 
d, enter a s pace, typ e the 
alphanumeric string, and enter a carriage return at the CMD: promp t.
Alphanumeric dialing does not apply to endpoints with Hayes interface.
More than one alphanumeric name can refer to the same digit string. Also, 
multiple names (mixed with number strings) can be used to dial a number. For 
example, a company may administer the Alphanumeric Dialing Table to convert 
the alphanumeric name 
home to the d i git string for the area code and office 
code of the home office. In this exam ple, a d ata terminal user with a DCP data 
module could access extension 3797 at the home office by typing 
home 3797 
and entering a carriage return at the DIAL: p rompt. A d ata terminal user with an 
ISDN-BRI mo dule could access extension 3797 at the home office by typing 
d 
home 3797
 and entering a carriage return at the CMD: prompt.
Considerations
Alphanumeric Dialing allows a d ata terminal user to place a data call by entering 
an alphanumeric name.  This makes Data Terminal Dialing both convenient and 
user-friendly. Instead of dialing a long string of numbers, the user can enter a 
simple alphanumeric name. 
						

							Feature Descriptions
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Interactions
The following feature interacts with the Alphanumeric Dialin g feature.
nData Call Setu p
Alphanumeric Dialing enhances Data Terminal Dialing by allowing a data 
terminal user to place a data call by entering an alphanumeric name.
Administration
Alphanumeric Dialing is administered by the System Manager. In add ition to 
those items listed in the Data Call Setup feature description, elsewhere in this 
chapter, alphanumeric names and associated digit strings must be assigned in 
the Alphanumeric Dialing Table.
Hardware and Software Requirements
No a d ditional hardware or software is required. 
						

							Alternate Facility Restriction Levels (AFRL)
Issue  3   March 1996
3-91
Alternate Facility Restriction Levels 
(AFRL)
Feature Availability
This feature is available with Generic 3rV1 and all Generic V2 and later releases.
Description
This feature allows the DEFI NI TY Com munications System to adjust facility 
restriction levels for devices (lines or trunks) as well as authorization c odes within 
a given system.
Alternate Facility Restriction Levels provides an alternate mode of o peration than 
that prescribed by the original set of facility restriction levels. Facility Restriction 
Levels (FRLs) are used to determine the privileges an originating party can have 
when making an outgoing trunk c all. This originator c an be either a line or a trunk. 
An FRL is assigned to all d evices and/or device groups through its associate 
Class Of Restriction (COR). When a device originates an outgoing trunk call its 
FRL is compared to the FRL of the preference route in the case of AAR/ARS 
routing. If the FRL of the originator is greater than or equal to the terminated to 
FRL, the call can proceed. If the FRL of the originator is less than that of the 
terminated to trunk, the call is blocked (unless an authorization code is used to 
override the blockage, this is explained later). For exam ple, if the FRL assigned 
to a particular trunk group is three (where seven is least accessible and zero 
most accessible from the perspective of someone wishing to access the trunk 
group) only originators with an FRL of three or greater are allowed to use this 
trunk. FRL’s are administered within the system to allow or restrict outgoing calls 
according to their particular destination, tariffs a p plied on certain calls at certain 
times of day, or to facility problems (trunk outages for example).
The Alternate Facility Restriction Levels (AFRL) feature allows a change of the 
administered FRLs for all originating devices and authorization codes to a new 
value. With  the Alternate  Facility Restriction Levels (AFRL) feature, a change of 
an FRL level can be established by the technician or the customer. For example, 
through AFRL all FRLs less than three are assigned a value of three and FRLs 
greater than three can be assigned a value of seven. Whether  the original FRL 
value or the AFRL value is used, it is controlled through any attendant or station 
with an AFRL feature b utton. By depressing the button, the user can control 
whether calls in the switch which require FRL’s for determining access are using 
FRL’s or AFRL’s.
AFRL affects two types of users. The attendant and a voice terminal user. 
Therefore, two perspectives are a d dressed. These are:
nThe perspective of the p hysical terminal user, for example, the person 
who wishes to make an outg oing trunk call. 
						

							Feature Descriptions
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nThe perspective of the attendant who must enable or disable the AFRL 
feature for the system.
Terminal User Perspective
In g eneral, persons who desire to make outgoing trunk calls should see no 
changes to their mode of operation. A minor change is the ability or inability to 
make certain calls based upon the administration of the switch at a given time. 
This means that a user may suddenly not be able to make a call that at another 
time of day was able to be completed by the system. Although the user does not 
know why the call was disallowed, policies regarding the application of this 
feature and its effect on the users should be made known to all users by the 
technician prior to the AFRL feature b eing activated and used.
Attendant Perspective
An ALT-FRL feature button can be administered to any attendant consoles and 
one station p er entire system. An 
ALT-FRL button on the attendant console or the 
station activates or deactivates the Alternate Facility Restriction Levels (AFRL) 
feature. This button simply to g gles whether the feature is activated or not. The 
depression of the feature button on any console always affects the status of the 
button on all other consoles and station administered with this feature button.
When the feature is active, all AFRL feature buttons on equip ped 
consoles/station are lit. When the feature is deactivated, all feature buttons on 
equip ped consoles and stations are extinguished. Also, as the feature is 
activated and deactivated as the 
ALT-FRL button is d e pressed, the status of the 
AFRL for the ‘System Management’ form is changed so that the technician can 
monitor the state of the machine at any given time.
When AFRL is activated the user perceives a sudden increase or decrease in 
calling privileges. For examp le the user may have been able to make long 
distance calls but d ue to the activation of AFRL’s (which have b een administered 
to add restrictions to the calling parties) the call is no longer allowed to b e 
completed. In this mode the user can be anyone of three types of alterable FRL 
entities. These include:
nAn originating line
nAn originating trunk (for example, an incoming trunk call)
nA dialed authorization cod e
Line Originator Case
A line in this case is any device (other than a trunk), which wishes to comp lete an 
outgoing trunk call. This includes Analog Stations, Multi-Function Stations, Digital 
Stations, Data Terminals, Attendants, etc. Each of these facilities is administered 
to have a class of restriction, which in turn is assigned a Facility Restriction Level. 
This FRL is used to determine if the originating party has access to this outg oing  
						

							Alternate Facility Restriction Levels (AFRL)
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trunk. When the AFRL feature is activate d, the FRL for the device shall be the 
AFRL values administered b y the technician. The user has no control over the 
activation or deactivation of the feature, nor the engineering of the AFRL values.
Trunk Originator Case
In this case, the originator is in reality an incoming trunk. Incoming trunk calls c an 
be DID calls to a station, incoming calls on access tie trunks, or the possibility of 
intertandem tie trunk calls. In either case the FRL of the device is first used to 
determine if it is at a high enough level to select the outgoing device. If it is not, 
then the FRL associated with this signaling entity, called a Traveling Class Mark 
(TCM), is used. By default, every device has associated with it an FRL (indirectly 
through the application of its assigned COR). However, tandem trunk groups are 
administered to pass along the FRL level associated with the other switch as p art 
of the interoffice signaling protocol. This can be done inband as part of the 
addressing information which is sent between two switches using tone sending 
on the trunk itself, or can be done using special ISDN Q.931 messaging in the 
case of an ISDN facility. In either case, the seizure of the outgoing trunk is not 
done until either the TCM is received or (in the case of inband signaling) an 
interdigital timeout occurs while waiting for the TCM d i git.
If AFRLs are active, the FRL associated with the incoming trunk group is set to a 
new FRL. If after doing so, the originator is blocked from the trunk facility due to 
insufficient FRL, the TCM, if any, is used. The TCM, which is in reality just another 
FRL, is also set to a new FRL value. Therefore, the TCM information recorded in 
the billing data (CDR) is the AFRL value, not the original TCM.
Due to the ap plication of AFRL on tandem and tie trunk ap p lications, entire 
networks can be affected by the application of the Alternate Facility Restriction 
Levels (AFRL) feature. This means that a judicious use of this feature must b e 
applied when engineering AFRLs as 
now calls which may be p art of a 
cross-country PBX network and may be blocked from comp letion due to the 
engineering of a restrictive AFRL arrangement.
Authorization Code Case
The Authorization Codes feature is used to prevent unauthorized access to 
various facilities on the system. It can be used to restrict access to certain trunk 
groups or to Remote Access trunk groups as examples. When a user dials an 
Authorization Code, it is validated by the system against all the technician 
administered Authorization Codes. If invalid, the call is routed to an administrable 
intercept. If the code is valid, an associated Class Of Restriction (COR) is 
determined. This COR has an FRL associated with it that can be changed with 
the Alternate  Facility  Restriction Levels (AFRL) feature. 
						

							Feature Descriptions
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Considerations
You need  to consider the impact on your operations when there are sudden 
changes in the calling privileges of your users. You should consider announcing 
the change and preparing your telecommunications department to handle user 
inquiries.
Interactions
AFRL interacts with the Facility Restriction Levels (FRLs) and Traveling Class 
Marks (TCMs) feature by setting up alternate levels to those normally provided 
by FRL. See the Facility Restriction Levels (FRLs) and Traveling Class Marks 
(TCMs) feature for more information on interactions. AAR/ARS call routing is 
affected because ARFL could change route preferences. AFRL could have an 
impact on the cost of usage-sensitive calls.
Administration
The administration of the Alternate Facility Restriction Levels (AFRL) feature is 
done through the use of the CHANGE Alternate FRL  command. The commands 
which affect the AFRL are the CHANGE and the DISPLAY commands. There is 
no ADD or DELETE command associated with an AFRL since the default values 
are set to the same value as the FRL.
Field Description
There are only two field types which can be changed using the “CHANGE 
Alternate FRL”  screen. These are:
nFor AFRL
The values entered must be within the current range allowed for FRL 
entries (0 through 7) found in the “ ADD/CHANGE COR”  forms for 
example.
nFor Status
The value entered is either active or inactive.
Error Messages
There are only two types of error messages returned for the “ CHANGE Alternate 
FRL”  sc reen.
nFor AFRL
Error messages returned are i dentical to those returned for FRL entries 
found in the “ ADD/CHANGE COR”  forms.
Entry out of range - used when value not 0 through 7.
Field cannot be blank - used when value entered is blank. 
						

							Alternate Facility Restriction Levels (AFRL)
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nFor Status
Error message states that value entered is not active or inactive.
Status must be active or inactive - when invalid status value entered.
Help Messages
There are only two types of help messages returned for the CHANGE AFRL 
screen.
nFor AFRL
Enter a number between 0 through 7.
nFor Status
Either active or inactive.
Initial Values
There are only two field types needing initialization. These are:
nFor AFRL
The initial (default) values for the AFRL associated with an FRL are the 
same value as the FRL. This means the FRL 0 has an AFRL of 0, FRL 1 a 
AFRL of 1 etc .
nFor Status
Will b e defaulted to inactive which means either the technician or an 
attendant with an assigned Alternate Facility Restriction Levels (AFRL) 
feature b utton must activate the feature.
Administration of AFRL Feature Button
A new o ption is allowed when engineering the feature buttons on a station. The 
new feature b utton type of 
ALT-FRL c an be used to allow one station the ability to 
activate or deactivate the changing of originating FRL to AFRL values. The 
extension numb er of this station is administered on the ‘Console Parameter’ form.
Attendant Class of Operations
An attendant or a station with console permissions, can be set up to have an 
Alternate Facility Restriction Levels (AFRL) feature button on it. By d e pressing 
this button and activating the feature (also can be activated by technician from 
the SAT or SAT PC) the following takes place:
nCalls requiring FRL authorization checks have the FRL set to a new AFRL 
value.
nCalls using authorization codes have the FRL associated with the 
authorization code mapped to a new AFRL value. 
						

							Feature Descriptions
3-96Issue  3   March 1996 
nThe status light associated with all the Alternate Facility Restriction Levels 
(AFRL) feature buttons assigned in the system is lit.
nThe status of the Alternate Facility Restriction Levels (AFRL) feature is set 
to active and can be displayed using either the CHANGE AFRL or 
DISPLA AFRL commands from the administration terminal.
By d epressing the b utton again, the feature is deactivated (also can be activate d 
by technician from the SAT or SAT PC as) and the following occurs:
nCalls requiring FRL authorization checks now use the FRL value.
nCalls using authorization codes now use the FRL associated with the 
authorization code.
nThe status light associated with all the Alternate Facility Restriction Levels 
(AFRL) feature buttons assigned in the system is turned off.
The status of the Alternate Facility Restriction Levels (AFRL) feature is set to 
inactive and can be d isplayed using either the CHANGE AFRL or DISPLA AFRL 
commands from the administration terminal.
The administration of the Alternate Facility Restriction Levels (AFRL) feature is 
done through the use of the CHANGE AFRL command. The commands which 
affect the AFRL are the CHANGE and the DISPLAY commands. There is no 
ADD or DELETE command associated with an AFRL since the default values are 
set to the same value as the FRL.
Hardware/Software Requirements
No a d ditional hardware is required for this feature.