ATT DEFINITY Communications System Generic 3 Instructions Manual

							Automatic Call Distribution (ACD)
Issue  3   March 1996
3-187
nData Call Setup (to or from a member of an ACD sp lit)
Voice Terminal Dialing or Data Terminal (Keyboard ) Dialing can be used 
on calls to an ACD sp lit.
nData Restriction
If the trunk group used for an ACD call has Data Restriction activated, 
agents with automatic answer activated will not hear the zip tone that is 
normally heard.
nDDC and UCD
Before the System Manager changes a ‘‘hunt group’’ from ACD to 
non-ACD (DDC or UCD), all agents in that hunt group must be logged out.
When the System Manager changes a hunt group from ACD to non-ACD 
(DDC or UCD), all agents in that hunt group are placed in a ‘‘hunt group 
busy’’ state by the system software.  If any voice terminals in the hunt 
group have an Auxiliary Work button, the lamp associated with that button 
will light.  In order to become available for calls, the agent can press the 
Auxiliary Work button. Voice terminals without Auxiliary Work buttons can 
dial the Hunt Group Busy Deactivation feature access code followed by 
the hunt group number to be able to receive calls.
nDCS 
ACD is not a DCS-transparent feature.  CMS cannot measure ACD splits 
on a DCS network as though they were one switch.  Agents for a split must 
be all on the same switch. If a call to an ACD sp lit is forwarded to a split at 
another DCS node, the c aller will not hear the forced first announcement of 
the forwarded-to split.
If an ACD split is in night service, with a split at another DCS node as the 
night service destination, a call to the first split will be connected to the 
first forced announcement of the sp lit serving as the night service 
destination.
nDial Intercom
An agent with origination and termination restriction can receive ACD calls 
and can make and receive Dial Intercom calls.
nEA S 
The interactions of EAS and ACD are closely knit. Please see the Exp ert 
Agent Selection (EAS)  feature section for information on using EAS with 
ACD.
nForce d ACD Calls
Multiple Call Handling and Forced ACD Call features are mutually 
exclusive. Forced  ACD  Call features are 
not available in G3V4 a n d later 
versions. 
						

							Feature Descriptions
3-188Issue  3   March 1996 
nHold
If an agent puts an ACD call on Hold, information is reported to the CMS 
via the Personal Call Tracking Feature. Therefore, the CMS records the 
amount of time the agent is actually talking on the call.
nIndividual Attendant Access
Individual attendant extensions can be assigned to ACD splits. Unlike 
voice terminal users, individual attendants can answer ACD calls as long 
as there is an idle call appearance and no other ACD call is on the 
console.
nInternal Automatic Answer (IAA)
Internal calls placed to an ACD split numb er are elig i ble for IAA.
IAA and ACD Automatic Answer cannot be administered simultaneously 
on the same station.
nMulti-Appearance Preselection and Preference
All assigned call appearances must be idle b efore an ACD call is d irected 
to a voice terminal.
nMultiple Call Handling
Multi ple Call Handling and Forced ACD Call features are mutually 
exclusive. Forced ACD Call features are available beginning with G3V4 
and later releases.
nNight Service — Hunt Group
When Hunt Group Night Service is activated for a split and the 
night-service d estination is a hunt group, the caller will hear the first forced 
announcement for the original split, if administered. The call is then 
redirected to the night service  destination hunt group. When  an  agent  in 
the night service hunt group becomes available, the call  goes to that 
agent. If all agents in the night destination hunt group are busy, the caller 
will hear the following, if assigned: forced or delayed first announcement, 
ringback, music-on-hold or silence, and a second announcement.
nPriority Calling
A priority call directed to an ACD sp lit is treated the same as a nonpriority 
call, except that the d istinctive three-burst ringing is heard (if three bursts 
have been administered for priority calls).
A c all made to an ACD split from a user or trunk g roup with a COR that has 
priority queuing is inserted ahead of normal priority calls in the sp lit q ueue. 
However, if the call intraflows to another split without priority queuing, it is 
queued as a normal priority call in the covering split’s queue. 
						

							Automatic Call Distribution (ACD)
Issue  3   March 1996
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nCDR 
When a CO caller enters a full ACD split queue, CDR and the CMS may 
show different measurements.  CDR measurements indicate the maximum 
number of calls allowed in the queue, whereas the CMS measurements 
indicate all calls in the q ueue p lus any c all on the CO trunk waiting to enter 
the split queue.
nTerminating Extension Group
A Terminating Extension Group cannot be a member of an ACD split.
nRestriction — Origination and Termination
An agent with Origination and Termination Restriction can receive ACD 
calls and use the assist feature.
nTermination Restriction (COR)
A station that is in a COR with Termination Restriction can receive ACD 
calls.
nTransfer
Calls cannot be transferred to a busy split. The transfer operation will fail 
and the transferring p arty will be re-connected to the call. If the 
transferring party d e presses the T
RA N SFER b utton, d ials the hunt group 
extension number, and then disconnects (and the split is busy), the call 
will be disconnected.
nVe ctor Disconnect Timing
This timer can be administered on the System Parameters Form (“Vector 
Disconnect Timing” line). When disconnect supervision is not available, a 
call may stay up even 
after the called  party hangs up. To prevent this, the 
timeout may be set (from 1 to 240 minutes) to force-disconnect the call. 
Vector Disconnect Timing features are available in G3V4 and later 
versions. 
nVoice Terminal Display.
On calls d ialed directly to an ACD split extension number, the calling 
party’s identity (trunk name or user name) and the ACD split’s i dentity 
(sp lit name) are displayed at the called extension.
Administration
ACD is administered by the System Manager.  The following items can be 
administered for each ACD split (hunt group):
nSplit extension numb er, name, and type of hunting. The type of hunting is 
administered as DDC (Direct), UCD (Most-Idle Ag ent), or EAD (Expert 
Agent Selection).
nWhether or not it is an ACD split.
nWhether the hunt group is a skill hunt group. 
						

							Feature Descriptions
3-190Issue  3   March 1996 
nWhether or not the split is adjunct-controlled.
nWhether or not each sp lit is vector-controlled.  If a split is 
vector-controlled, announcement attributes, night service destination, 
intraflow, coverage path, and message information cannot be 
administered for the split.
nWhether split measurements are to be internal, external, both, or none.
nWhen Multiple Call Handling is enable d, if the split/skill has a MCH type of 
‘‘none,’’ ‘‘on-request,’’ “one-forced,” “one-per-skill’’ or “many-forced.”
nFirst announcement extension.
nFirst announcement delay interval.
nSecond delay announcement extension.
nSecond delay announcement interval.
nWhether or not the second delay announcement is recurring.
nNight service destination.
nWhether or not calls redirected by Intraflow have priority over other calls.
nInflow threshold (0 to 999 seconds). If the oldest call in queue has been in 
queue for this amount of time, the split will not accept any redirected calls.
nSplit supervisor extension.
nSplit coverage path.
nClass of Restriction.
nFour-Digit security code.
nType of Message Center the split serves as (AUDIX, LWC reception, 
AUDIX name, Message Server name, or blank).
nWhether or not the split is served by a queue.
nQueue length (1 to 200 calls for G3i, 1 to 999 calls for G3r).
nQueue Warning Threshold for number of calls (1 to 200 calls for G3i,
1 to 999 calls for G3r).
nQueue Warning Threshold for time in queue of oldest call (0 to 999 
seconds).
nPort Number assigned to auxiliary queue warning lamp  (based on numb er 
of calls).
nPort Num ber assigned to auxiliary queue warning lamp  (based on time in 
queue of oldest call).
nGroup Members (extension numbers).
nWhether or not agents in the split are required to enter Stroke Counts 
and/or Call Work Codes.
nRedirection on No Answer (RONA). 
						

							Automatic Call Distribution (ACD)
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Hardware and Software Requirements
Each auxiliary queue warning level lamp  requires one port on a TN742 or 
TN746B Analog Line circuit pack. An indicator lamp may be used as a queue 
warning level lamp. The lamp operates on ringing voltage and can be mounted 
at a location convenient to the split.
A reload indicator can be optioned on a button to indicate when a system reload 
has completed so agents know when calls b e gin again. Each delay 
announcement requires either one port on an Integrated Announcement circuit 
pack or external announcement equipment and one port on a TN742 or TN746B 
Analog Line circuit pack or a port on an Auxiliary Trunk p ack.
NOTE:
There are 16 p orts available for listening to any one of the announcements. 
In addition, any announcement may be played over one or more physical 
channels on the integrated announcement board. External Announcement 
Units may also require a port on an Analog Line circuit pack for remote 
recording capabilities. No more than four external announcements should 
be assigned on the TN742 ports since it can ring only four ports at a time.
G3V4 and later releases allow for the installation of multiple Integrated 
Announcement packs (TN750C) in a system. See Ap pendix A, System 
Parameters for the number of board s that can be installed in each system.
If music is to b e heard after an announcement, a music source and a port on a 
TN763 Auxiliary Trunk circuit pack (TN763D supports A-law) is required. Music 
sources are not provided by the system.
If a CMS is to be used, CMS hardware is required.
The MERLIN 731x series hybrid voice terminals are not recommended for ACD 
agent application because in heavy traffic conditions d isplay information may b e 
lost. Furthermore, display functionality is limited to only calling and called 
information. 
						

							Feature Descriptions
3-192Issue  3   March 1996 
Automatic Callback
Feature Availability
Automatic Callback is available with all G3 releases.
Description
Allows internal users who placed a call to a busy or unanswered internal voice 
terminal to b e called b ack automatically when the c alled voice terminal becomes 
available.
A single-line voice terminal user activates this feature by pressing the Re call 
button or flashing the switchhook and then dialing the Automatic Callback 
access code. Only one call can be activated at a time by a single-line user.
A multiappearance voice terminal user can activate Automatic Callback for the 
number of Automatic Callback buttons assigned to the terminal.  After placing a 
call to a voice terminal that is busy or that is not answered, the caller simply 
presses an idle Automatic Callback button and hangs up.
When activated, the system monitors the called voice terminal.  When the called 
voice terminal becomes available to receive a call, the system then originates the 
Automatic Callback call.  A busy voice terminal becomes available when the user 
hangs up after comp leting the current call.  An unanswered voice terminal 
becomes available after it is used for another call and is then hung up.
When the called voice terminal b ecomes available, the system originates the 
Automatic Callback call and the calling party receives three-burst ringing (the 
number of b ursts is administrable). The calling party then lifts the handset and 
the called party receives the same ringing provided on the original call. The 
ringing at the called voice terminal occurs immediately after the calling voice 
terminal user lifts the handset.
If the calling voice terminal user answers an Automatic Callback call, and for 
some reason the called extension cannot accept a new call, the calling user 
hears confirmation tone and then silence. The call still is queued.
Considerations
The maximum number of callback calls that the system can process at one is 
shown in Appendix A, System Parameters.
An Automatic Callback request is canceled for any of the following reasons:
nThe called party is not available within 30 minutes. 
						

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nThe calling party does not answer the callback call within the a dministered 
interval (two to nine ringing cycles).
nThe calling party decides not to wait and presses the same Automatic 
Callback button a second time (multiap pearance voice terminal) or dials 
the Automatic Callback cancellation code (single-line voice terminal).
Automatic Callback eliminates the need for voice terminal users to continually 
redial busy or unanswered calls to internal voice terminals.  Instead, the user 
simply activates Automatic Callback. The system then calls the user back when 
the called voice terminal b ecomes available.
Automatic Callback is administered to individual voice terminals by their COS 
and cannot b e assigned to the attendant(s).
Multiappearance voice terminals must have an Automatic Callback button to 
activate the feature.
Interactions
The following features interact with the Automatic Callbackfeature.
nAttendant Intrusion
nAttendant Call Waiting and Call Waiting Termination
If the Automatic Callback feature is activated to or from a single-line 
voice terminal, the Call Waiting Termination features are denied.
nBrid ged Call Ap pearance
Automatic Callback calls cannot originate from a brid g ed call 
appearance. When a call is originated from a primary extension number, 
the return call notification rings at all bridged call appearances.
nBusy Verification
nCall Coverage
Automatic Callback calls do not redirect to coverage.
nCall Waiting
nCall Pickup
A group member cannot answer a callback call for another group 
member.
nCall Forwarding
Automatic Callback cannot be activated toward  a voice terminal that has 
Call Forwarding activated.  However, if Automatic Callback was activated 
before the called voice terminal user activated Call Forwarding, the 
callback call attempt is redirected toward the forwarded-to party.
nConference and Transfer 
						

							Feature Descriptions
3-194Issue  3   March 1996 
nInternal Automatic Answer (IAA)
Automatic Callback calls are not answered automatically via the 
Individual Attendant Access (IAA) feature.
nDCS
nRingback Queuin g
An Automatic Callback button is used to activate the Ring b ack Queuing 
feature.
nVoice Terminal Display
nHold
nAuto and Dial ICOM
Voice terminals with the following features cannot activate the Automatic 
Callback feature:
nHot Line Service
nManual Originating Line Service
nRestriction — Origination
Automatic Callback cannot be activated to the following:
nThe attendant console group
nA voice terminal assigned Termination Restriction
nA voice terminal when using Automatic Call Distribution
nAn extension with Automatic Callback already activated toward it
nA data terminal (or data module)
nA Direct Department Calling group
nA Uniform Call Distribution group
nA Terminating Extension Group
nA VDN Extension
Administration
The System Manager assigns Automatic Callback to individual voice terminals by 
their COS.  The following items also require administration:
nNo Answer Time-Out Interval (number of times the callback call rings 
before it is canceled).  This interval is assigned on a per-system basis.
nFeature A c cess Codes — For activating and deactivating Automatic 
Callback.
nAutomatic Callback Buttons — For multia p pearance voice terminals. 
						

							Automatic Callback
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Hardware and Software Requirements
No a d ditional hardware or software is required. 
						

							Feature Descriptions
3-196Issue  3   March 1996 
Automatic Circuit Assurance (ACA)
Feature Availability
Automatic Circuit Assurance is available with all Generic 3 releases.
Description
Assists users in identifying possible trunk malfunctions.  The system maintains a 
record of the performance of individual trunks relative to short and long holding 
time calls.  The system automatically initiates a referral call to an attendant or 
display-equipped voice terminal user when a p ossible failure is detected.
Holding time is the elapsed time from the time a trunk is accessed to the time a 
trunk is released.  When the Automatic Circuit Assurance (ACA) feature is 
enabled by the System Manager, the system measures the holding time of each 
call.
A short holding time limit and a long holding time limit are preset by the System 
Manager for each trunk group.  The short holding time limit can be from 0 to 160 
seconds.  The long holding time limit can b e from 0 to 10 hours.  The measured 
holding time for each call is compared to the preset limits for the trunk group 
being used.
A short holding time counter and a long holding time counter associated with 
each trunk g roup member are kept by the system.  When the measured holding 
time of a call is comp ared to the preset limits, these counters are incremented or 
decremented as follows:
nMeasured holding time less than short holding time limit — Short holding 
time counter is incremented.
nMeasured holding time greater than short holding time limit and less than 
long holding time limit 
— Short holding time counter is decremented.
nMeasured holding time greater than long holding time limit — Long 
holding time counter is incremented.
The short holding time counter is constantly compared to a preset threshold.  
This threshold can be from 0 to 30 and is set by the System Manager.  The 
threshold for the long holding time counter is always 1.  Each time a counter 
reaches a preset threshold, two things occur as soon as the system clock 
reaches the next hour or the call is dropped:
nIf ACA referral has been activate d by an attendant or voice terminal user, 
a referral call is sent by the system to a d esignated attendant console or 
display-equipped voice terminal.
nAn entry is made in an audit trail which stores information on the 
occurrence.