ATT DEFINITY Communications System Generic 3 Instructions Manual

							Direct Department Calling (DDC) and Uniform Call 
Distribution (UCD)
Issue  3   March 1996
3-657
Any voice terminal or individual attendant can be a member of one or more DDC 
and/or UCD groups.  Data modules, data line circuit ports, and modems are 
limited to UCD groups and can be a member of one or more groups.  Each 
member of a group also has its own unique extension numb er and can be called 
individually.  Multi-appearance voice terminals and attendant consoles can have 
an assigned status lamp that identifies an incoming DDC or UCD call.  However, 
the voice terminal or individual attendant must be i dle (not active on any call 
appearance) before a group call is directed to the terminal or console.  
Therefore, a voice terminal can receive only one DDC or UCD call at a time.
A queue can be established for a DDC or UCD group.  When all memb ers of the 
group are active, the queue allows incoming calls to await an idle terminal.
When a call enters the queue, a delay announcement interval is started.  This 
interval (0 to 99 seconds) indicates how long a call remains in queue b efore the 
call is connected to a recorded announcement.  If Call Coverage is p rovided, the 
Don’t Answer Interval (one to 99 ringing cycles) may also begin when the call 
enters the DDC or UCD group queue. After these intervals have b egun, one of 
the following occurs:
nIf the Coverage Don’t Answer Interval expires before the delay 
announcement interval expires, the call is redirected to coverage. If no 
coverage point is available to handle the call, the call remains in queue 
and may then b e connected to delay announcement.
nIf the d elay announcement interval expires before the Coverage Don’t 
Answer Interval, the call is connected to a delay recorded announcement, 
if available.  Once a call is connected to a delay announcement, it remains 
in queue until a group mem ber becomes available.  If the announcement 
is already in use, the delay announcement interval is reset.  This process 
(as described above) continues until the call is answered, goes to 
coverage, is connected to a delay announcement, or the calling party 
hangs up.
If the d elay announcement interval is administered as 0 seconds, the incoming 
call automatically is connected to the announcement, if available. The result is a 
‘‘forced first announcement,’’ and the call is not attempted to access a hunt 
group member until after the announcement is heard.
Calls connected to a delay recorded announcement remain in q ueue while the 
announcement is heard by the caller.  If the call has not been answered by the 
time the announcement is over, the call is connected to music (if provided) or 
there is silence, as long as the call remains in queue.  When the call b e gins 
ringing a memb er of the hunt group, the calling party hears audible ringing. 
Music is not provided after a forced first announcement.
The queue length can be set if queuing is provided. If queuing is not  provided, 
the queue length must b e set to zero. If queuing is not provided, if the queue is 
full, or if all group members (voice terminals or individual attendants only) have 
activated the Hunt Group Busy option (discussed later), calls to a busy group 
receive busy tone (unless using a Central Office trunk) or redirect via the Call  
						

							Feature Descriptions
3-658Issue  3   March 1996 
Coverage feature. Lamp indicators may be used to give a warning when the 
number of calls waiting in the queue reaches a predetermined limit (queue 
warning limit). The  queue warning level cannot exceed the queue length.
When the queue warning level is reached, the indicator lamp lights and remains 
lighted until the calls waiting in queue are fewer than the queue warning level. A 
queue warning level lamp may be provided for each DDC or UCD group queue. 
The lamp  can be installed at any location convenient for the  group.
As an example of queue warning level and delay announcement o peration, 
assume that there is an incoming call to a DDC or UCD group with the following 
parameters.
nQueue length is 10 calls.
nQueue warning level is five calls.
nRecorded announcement delay is 20 seconds.
Also assume the following:
nAll DDC or UCD group members are busy.
nThe call is the fifth call in the queue.
Since all members in the DDC or UCD group are busy, the incoming call enters 
the q ueue.  The incoming call, being the fifth call in the queue, causes the q ueue 
warning level to be reached.  This causes the queue warning level lamp to light.
From the indicator lamp, the DDC or UCD group members know the queue 
warning level has been reached and try to complete their present calls.  
Meanwhile, the incoming call has been in the queue for 20 seconds and hears 
the delay recorded announcement.  The caller may decide to hang up or may 
decide to remain in the queue.  Assume the c aller remains in the queue.  When a 
DDC or UCD  group member becomes idle, the longest queued call is directed to 
that group member.  The queue warning level lamp may or may not be lighted at 
that time, depending on the number of other calls that have been queued.  Also, 
the first four calls in the queue have heard the delay announcement after being 
queued for 20 seconds.  The queue warning level and delay announcement 
capabilities are independent of each other.
A Coverage ICI button can be assigned to a hunt group member’s 
multiappearance voice terminal.  The Coverage ICI  button allows the user who is 
a memb er of more than one hunt g roup to i dentify a call that is directed to a 
specific hunt group. When a hunt group member receives a call that is directed 
to the hunt group assigned to that button, the button’s status lamp  lights. 
						

							Direct Department Calling (DDC) and Uniform Call 
Distribution (UCD)
Issue  3   March 1996
3-659
Considerations
DDC and UCD are particularly useful when the answering group assigned 
receives a high volume of incoming calls. Call comp letion time is minimized and 
attendant assistance is not required. This feature can also minimize the use of 
DID trunks.
If DDC and UCD  groups are both used in the system, the number of combined 
groups and the numb er of voice terminals p er group are determined by the size 
of the system and call traffic requirements. 
Each system recorded announcements. Each group queue c an be assigned one 
of these announcements as a d elay announcement. A delay announcement can 
be shared among the DDC groups, UCD groups, or a combination of these 
groups.  Delay announcements may b e either analog or d igital (integrated).  Only 
one caller can be connected to an analog announcement at any one time. 
Multiple callers c an be connected to the same integrated announcement. Callers 
are always connected at the beginning of the announcement.  More efficient use 
of the announcements is realized if the announcements are brief. The  capability 
to install multiple Integrated Announcement boards is available with G3V4 and 
later releases. See the Recorded Announcement feature.
Calls incoming on a non-DID trunk group can route to a DDC  group instead of to 
an attendant.  Calls incoming on any non-DID trunk group can have only one 
primary destination; therefore, the trunk group must be dedicated to the DDC 
group.
If a delay announcement is used, answer supervision is sent to the distant office 
when the caller is connected to the announcement.  Charging for the call, if 
applicable, begins when answer supervision is returned.
Multi-appearance voice terminals can receive only one DDC or UCD call at a 
time.  A voice terminal is i dle for a DDC or UCD call only if all call appearances 
are idle.
A Hunt Group Busy option can be administered for the system.  When a voice 
terminal user or individual attendant  dials the Hunt Group Busy activation code 
followed by the DDC or UCD group number, or presses the Auxiliary Work 
button, the terminal or console appears busy to the DDC or UCD group.  This 
effectively removes the memb er from the group until the user dials the Hunt 
Group Busy cancellation code or presses the button again.  The Auxiliary Work 
button can be assigned to multiappearance voice terminals only. Calls to a busy 
hunt group receive a busy signal if the caller is internal or incoming on a DID, tie, 
or DS1 tie trunk. A Caller to a busy hunt group hears ringing if the caller is 
incoming on a CO trunk.
The last available member of a DDC or UCD group cannot activate the Hunt 
Group Busy option if any calls are remaining in the queue.  An attempt b y the last  
						

							Feature Descriptions
3-660Issue  3   March 1996 
available group memb er to activate the Hunt Group Busy option results in the 
following:
nNew calls to the DDC or UCD g roup either receive busy tone or redirect to 
coverage.
nCalls already in the queue continue to route to the last available voice 
terminal until the queue is empty.
nAt the last available voice terminal or console, the status lam p associated 
with the Auxiliary Work button, if provided, flashes until the queue is 
empty. When no more calls remain in the queue, Hunt Group Busy is 
activated and the status lamp , if provided, lights steadily.  (The same 
sequence ap plies when Hunt Group Busy is dial activate d instead of 
button activated, except there is no status lamp.)
LWC messages can be stored for a DDC or UCD group and can be retrieved by 
a member of the DDC or UCD group, a covering user of the group, or a 
systemwide message retriever.  The Voice Terminal Display feature and proper 
authorization must be assigned to the message retriever.  Also, a remote 
Automatic Message Waiting lamp  can be assigned to a group member to 
provide a visual indication that a message has been stored for the group.  One 
remote Automatic Message Waiting lamp is allowed per DDC or UCD group. The 
status lamp associated with this button informs the user that at least one 
message has been left for the group.
Members of a UCD group used for d ata communications must be of the same 
type and serve the same function.  Either data modules or analog modems can 
be used in a UCD group, not a mixture of the two, and the group must b e 
dedicated to a specific, intended use.
Since any member of a data UCD group can be used on a given call, option 
settings must b e the same for all group members.  This minimizes call setup 
failures because of incomp atible options between the origination data module or 
modem and the UCD group data module or modem selected for the call.
A Data Extension button can be used to access the associated data module, 
even if the mo dule is in a UCD group.  Individual data modules or modems can 
originate and receive calls.
Each UCD group and each individual UCD member is assigned a COR. 
Misc ellaneous Restrictions, described in this chapter, can be used to prohibit 
selected users from accessing certain UCD groups.  Either Miscellaneous 
Restrictions or restrictions assigned through the COR can b e used to prohibit the 
group members from being accessed individually. Unless such restrictions are 
administered, each group member can be accessed individually as well as 
through the group.
When a hunt group is changed from ACD to non-ACD, the agent has to enter the 
Hunt Group Busy deactivation code in order to receive calls in that hunt group.  If 
an Aux-Work button has b een administered for that station, then the lamp  
						

							Direct Department Calling (DDC) and Uniform Call 
Distribution (UCD)
Issue  3   March 1996
3-661
associated with that button lights, and the button can be pressed to make the 
agent available for hunt group calls.
Agents should not be used for hunt group calls and ACD split calls 
simultaneously.
Oldest call waiting termination is only supported on ACD c alls, not on hunt g roup 
calls.
Interactions
The following features interact with the DDC and UCD feature.
nAttendant Call Waiting
An attendant can originate or extend a call to a DDC or UCD group.  
Attendant Call Waiting cannot b e used on such calls.  However, such calls 
can enter the group queue, if provided. Attendant Call Waiting can be 
used on call to the individual hunt group members.
nAutomatic Callback
Automatic Callback calls cannot be activated toward a DDC or UCD 
group.
nCall Coverage
Calls can redirect to or from a DDC or UCD group.
If a user has an Auxiliary Work button, and activates or deactivates Send 
All Calls, the Hunt Group Busy function associated with DDC or UCD is 
activated or deactivated simultaneously.
If a user has no Auxiliary Work button, activating or deactivating Send All 
Calls still makes the user available or unavailable for DDC or UCD  calls, 
but Hunt Group Busy is not activated or deactivated. The  Hunt  Group 
Busy activate or deactivate code and the DDC or UCD extension must be 
dialed to activate the Hunt Group Busy function.
Activating or deactivating the Hunt Group Busy function does not activate 
or deactivate Send All  Calls.
For a call to a DDC or UCD group to be directed to Call Coverage, each 
voice terminal in the g roup must be active on at least one c all appearance 
and the queue, if there is one, must be full. If the queue is not full, a call 
enters the queue when no voice terminal is available.  Queued calls 
remain in queue for a time interval equal to the Coverage Don’t Answer 
Interval b efore redirecting to coverage. If any voice terminal in the group is 
idle, the call d irects to that voice terminal.
When a call is redirected via Call Coverage to a hunt group, the calling 
party does not hear a forced first announcement, if administered.  In order 
for the redirected call to receive an announcement, the announcements 
must be administered as first or second delay announcements. 
						

							Feature Descriptions
3-662Issue  3   March 1996 
nCall Forwarding All Calls
When activated for a hunt group member, the activating voice terminal 
appears busy to the DDC or UCD group.
When activated for the hunt group extension, calls directed to the hunt 
group are forwarded away from the hunt group. No announcements (other 
than a forced first announcement, if a dministered) associated with that 
hunt group are connected to the call.
nData Call Setup (to or from a member of a UCD group)
Voice Terminal Dialing of Data Terminal (Keyboard) Dialing can be used 
on calls to a UCD group.
nDID 
If DID is provided and the DDC or UCD group extension numb er is within 
the range of extension numbers that can b e d ialed directly, then the group 
can be called the same as any voice terminal.
nDCS 
If a call to a hunt group is forward ed to a hunt group at another DCS node, 
the c aller does not hear the forc ed first announcement of the forwarded-to 
hunt group.
If a hunt group is in night service, with a hunt group at another DCS node 
as the night service destination, a call to the first hunt group is connected 
to the first forced announcement of the hunt group serving as the night 
service destination.
nIndividual Attendant Access 
Individual Attendant Extensions can be assigned to DDC and UCD 
groups. Unlike voice terminal users, individual attendants can answer 
DDC and UCD calls as long as there is an idle call appearance and no 
other DDC or UCD call is on the console.
nInternal Automatic Answer (IAA)
Internal calls to a DDC or UCD group member are eligible for IAA.
nMulti-Appearance Preselection and Preference
All assigned call a p pearances must be i dle before a DDC or UCD group 
call is directed to a voice terminal.
nMusic-on-Hold Access
A call placed in a DDC or UCD group queue can receive a delay 
announcement followed by music. 
						

							Direct Department Calling (DDC) and Uniform Call 
Distribution (UCD)
Issue  3   March 1996
3-663
nNight Service — Hunt Group 
When Hunt Group Night Service is activated for a hunt group and the 
night-service d estination is a hunt group, the caller hears the first forced 
announcement, if administered.  The call is then redirected to the night 
service destination hunt group.  When a member of the night service hunt 
group becomes available, the call  goes to that member.
nPriority Calling
A priority call directed to a DDC or UCD group is treated the same as a 
nonpriority call, except that the distinctive three-burst ringing is heard.
nCDR 
The system can b e a dministered to record the c alled number on incoming 
calls as the particular hunt group extension number or hunt group 
member extension numb er.
nTerminating Extension Group
A Terminating Extension Group cannot be a member of a DDC or UCD 
group.
nVoice Terminal Display
On calls d ialed directly to a DDC or UCD group extension numb er, the 
DDC or UCD group’s identity is d isplayed at the calling extension.
Administration
DDC and UCD are administered by the System Manager.  The following items 
can be administered for each DDC or UCD group:
nDelay announcement (not ap plicable for vector-controlled hunt groups) 
nDelay announcement interval (not applicable for vector-controlled hunt 
groups)
nGroup extension numb er, name, and type (DDC and UCD)
nCoverage Path (not ap p licable for vector-controlled hunt groups)
nCOR
nFour-digit security c o de 
nWhether or not the group is served b y a queue
nQueue length (one to 200 calls for G3i, 999 for G3r)
nQueue Warning Threshold (one to 200 calls for G3i, 999 for G3r)
nPort Num ber assigned to queue warning level lamp
nGroup Members (extension numbers)
Also, the system can be administered to record (via CDR) incoming calls to a 
particular hunt group or hunt group member. 
						

							Feature Descriptions
3-664Issue  3   March 1996 
Hardware and Software Requirements
Each queue warning level lamp requires one port on a TN742, TN746B (A-law), 
or TN769 Analog Line circuit pack. A 21C-49 indicator lamp may be used as a 
queue warning level lamp. This lamp is approximately two inches in d iameter and 
has a clear beehive lens. The lamp  operates on ringing voltage and can be 
mounted at a location convenient to the  group.
Each delay announcement requires integrated or external announcement 
equipment and one port on a TN742 or TN746B (A-law) Analog Line circuit pack. 
If music is to be heard after the delay announcement, a music source and a port 
on a TN763 Auxiliary Trunk circuit pack (TN763D supports A-law) is required, or 
an auxiliary port (for external announcement equipment). Announcement 
equipment and music sources are not provided by the system.
No a d ditional software is required. However, if a hunt group is to be vector 
controlled, Call Vectoring software is required. 
						

							Direct Inward and Outward Dialing (DIOD) — 
International
Issue  3   March 1996
3-665
Direct Inward and Outward Dialing
(DIOD) — International
Feature Availability
This feature is available with G3i-Global, G3V2, and later releases.
Description
Provides a 2-way service, with both inward and outward  dialing features, 
allowing calls from an international public exchange to be made directly to the 
PBX. The Dialing Inward and Outward Dialing (DIOD) feature is a combination of 
the Direct Inward Dialing (DID) feature and the Direct Outward Dialing (DOD) 
feature via a common analog or digital trunk. The Japanese version of DID, 
however, implies a 2-way service, with b oth inward  and outward dialing features.
An analog DIOD trunk has the capa bility of being used in any of the following 
ways:
nDID trunk
nCO trunk — 2-way, 1-way incoming, or 1-way outgoing CO
nDIOD trunk with incoming DID operation and outgoing CO trunk capability
A digital DIOD trunk has the a bility to be used with incoming DID operation and 
outgoing CO operation.
NOTE:
Two-way CO allows one-way outg oing CO calls plus one-way incoming 
calls via a listed directory number (LDN). The one-way incoming is 
not DID. 
Two-way DIOD allows two-way CO p lus DID.
Considerations
Analog DIOD requires either the TN429 (Japan) or TN2184 (Germany) circuit 
boards. The TN429 is an 8-port loop-start circuit pack. The TN2184 is a 4-port 
loop-start circ uit pack that sends addressing information for incoming and 
outgoing calls and detects Periodic Pulse Metering (PPM) signals for metering 
outgoing calls.
Digital DIOD must be from a TN464D V2 (or later version) circuit board  and must 
have a bit rate of 2.048 Mbps.
NOTE:
Individual countries must specify boards and configurations. Refer to each 
country’s ‘‘Ap plication Notes’’ for the appropriate hardware and software 
requirements. 
						

							Feature Descriptions
3-666Issue  3   March 1996 
Interactions
When the DIOD trunk is being used as a DID trunk, the following interactions 
apply:
nThe Inward Restriction, Manual Terminating Line Restriction, and 
Termination Restriction features (administered by the COR) prevent 
receiving DID calls at the restricted voice terminal.
nWhen a DID trunk is accessed via a LDN, the call is routed to the 
attendant. The attendant display indicates that the call is an LDN call. If 
Night Service is activated, DID LDN calls route to a designated DID LDN 
night extension.
nIf an incoming DID  call is forwarded to another extension and answered 
by the forwarded-to extension, any other calls to the same DID extension 
within the next 30 seconds receive busy tone.
When the DIOD trunk is being used as a DOD trunk, the calling party restrictions 
(assigned by the COR) prevent placing DOD calls from the restricted voice 
terminal.
Administration
The System Manager must administer a “ DIOD Trunk Grou p”  form.
Hardware and Software Requirements
No a d ditional software is required. Requires one of the following circuit packs:
nTN429 analog (Japan)
nTN2184 analog with PPM detection (Germany)
nTN464 for digital trunks with PPM. Refer to the Application Notes in 
Appendix D of the 
DEFI NIT Y Com munications System Generic 3 Version 4 
Implementation
, 555-230-6555, manual for the minimum suffix and/or 
vintage needs for each country.
NOTE:
The TN767 and the TN464C and later revisions of the DS1 circ uit packs 
provide a DSX1 interface.