ATT DEFINITY Communications System Generic 3 Instructions Manual

							Enhanced ICSU
Issue  3   March 1996
3-697
Enhanced ICSU
Feature Availability
This feature is available with Generic 3 V3, release 3.0.  The AT&T CPE Loo p back 
Jack equipment is not available with this release, but is planned for a future 
release.
NOTE:
It is not necessary to upgrade to release 3.0 to receive default CSU 
functionality from the ICSU. However, the default integrated CSU o ptions on 
p a ge two of the ” DS1 Circ uit Pack”  form cannot be changed without 
release 3.0.
Description
The Integrated Channel Service  Unit  (ICSU) is the combination of an AT&T 120A 
CSU module and a TN464E,  TN767D, or later suffix DS1 circuit pack. 
NOTE:
The term 120A refers to the 120A1 and later suffix CSU mo dules.
NOTE:
The TN767 and the TN464C and later revisions of the DS1 circ uit packs 
provide a DSX1 interface.
The DS1 circuit pack automatically initializes and tests the 120A, and detects 
on-line alarms. The 120A CSU in combination with the DS1 circ uit pack provides 
the essential functions that have historically been p rovided by external CSUs. For 
more information about the ICSU, see 
DE FI NITY  Co mm unications System 
Generic 1, Generic 2, and Generic 3 V1 and V2 Integrated CSU Module 
Installation and O peration
, 555-230-193.
The Enhanced ICSU functionality provides for the administration and 
maintenance of the ICSU by local and remote personnel. It also provides for 
a d ditional performance measurements of a DS1 facility and for new loopback 
tests. Enhanced ICSU is only available for use in the USA with 1.544 Mb ps DS1 
service. It requires a 120A CSU module with the TN767E, TN464F or later suffix 
DS1 b oard.
NOTE:
A CSU mo dule  is not required for the Enhanced ICSU functionality for 
performance measurements or the on-demand long-duration loopb ac k 
tests.
The following testing and p erformance measurement functions can be performed 
with Enhanced  ICSU. 
						

							Feature Descriptions
3-698Issue  3   March 1996 
Testing
Provides for:
nOn-demand short-duration loopback testing of the DS1 board and CSU 
Module, including board loopback, equipment loopback, and repeater 
loopback tests
nOn-demand long-duration loop b ack testing of building wiring to the CPE 
Loopback Jack
nOn-demand long-duration loop b ack testing to the far-end CSU
nOn-demand long-duration one-way span testing to and from remote test 
equipment or another DEFI NI TY Com munications System
nThe ability to inject bit errors in long-duration loopback test patterns
The enhanced feature allows users to view long-duration loopback/span test 
results d uring testing. Enter the list measurements ds1 summary command to 
view these results on the DS-1 Link Performance Measurements Summary 
Report. The summary report provides loopback/span test information about: the 
type of test being run; the pattern being sent; whether the DS1 b oard has 
synchronized to the looped test pattern; the bit-error c ount; and the test d uration. 
It also provides performance information, d esc rib e d below. See the 
DE FI NITY  
Communications System Generic 3 Version 4 Traffic Reports
, 555-230-511, for 
more detailed information including a sample summary report. 
At any time during testing, the Loopback/Span Test Bit-Error Count and Test 
Duration, and/or “ ESF Error Events”  fields on the summary report c an b e cleared. 
Also, at any time during testing the loop b ack test can be terminated.
Performance Measurements
The following performance measurements have been a dd e d to the DS-1 Link 
Performance Measurements Summary Report. An N/A in any of these fields 
indicates that enhanced functionality is not activate d.
nControlled Slip Seconds  (CSS)
nLoss Of Frame Count (LOFC)
nThe “ Failed Seconds (FS” ) field is replaced by Unavailable/Failed 
Seconds (UAS/FS)
nESF Error  Events 
						

							Enhanced ICSU
Issue  3   March 1996
3-699
The following performance measurements have been a dd e d to the DS-1 Link 
Performance Measurements Detailed Log Re port. An “N/A” in any of these fields 
indicates that enhanced functionality is not activate d.
nCSS (Controlled Slip Seconds)
nLOFC (Loss Of Frame Count)
nThe “ FS (Failed Seconds)” field is replaced by UAS/FS (Unavailable/Failed 
Seconds)
Performance measurement reports can be created for local, carrier-local and 
remote facilities.
nLocal reports display user measurements. These measurements are the 
user copies of the local (near-end) performance measurements and can 
be cleared by the user. They cannot be cleared by the carrier.
nCarrier-local reports disp lay network measurements. These 
measurements are the carrier c o pies of the local (near-end) performance 
measurements. They can only be cleared by the carrier.
nRemote reports display remote CSU measurements. These measurements 
are available from the CSU at the far end of the link. They can be cleared 
from the near end of the link.
See the 
DEFI NIT Y Com munications System Generic 3 Version 4 Traffic Reports, 
555-230-511, for additional information.
Considerations
The DS1 circuit pack must b e taken out of service with the busyout b oard 
command before loopback/span tests can be run on-demand.
Only one loop b ack/span test can be active at any one time on a DS1 facility.
If the DS1 circ uit pack is currently functioning as part of a network requested 
loopback test, loopback/span testing will be denied.
If the DS1 span is being used as the clock reference for the switch, a different 
reference must be selected before the DS1 span is looped.
Interactions
None. 
						

							Feature Descriptions
3-700Issue  3   March 1996 
Administration
The ICSU can be administered for connection to any DS1 service.
The Enhanced ICSU is ad ministered, on the “DS1 Circuit Pac k” form, by entering 
the  add ds1 or change ds1 command. On the “DS1 Circuit Pack” form, when the 
Near-End CSU Type is identified as “integrated,” additional CSU module 
administration options b ecome available. If the Framing Mode is “esf,” the user 
can administer options for the  ESF Data Link. See 
DEFINITY Communications 
System Generic 3 Version 4 Implementation
, 555-230-655, or DE FI NITY  
Communications System Generic 3 V2/V3 Implementation
, 555-230-653, for 
more detailed instructions for administering the Enhanced ICSU.
Hardware and Software Requirements
Enhanced ICSU requires the use of a 120A CSU Mo dule with the TN767E, 
TN464F, or later suffix DS1 b oard. 
						

							Enhanced DCS (EDCS)
Issue  3   March 1996
3-701
Enhanced DCS (EDCS)
Feature Availability
This feature is available with G3i-Global, G3V2, and later releases. EDCS is not 
available with G3vs/G3s ABP.
Description
Enhanced DCS adds  features to the existing DCS cap a bilities. Ad ditional 
features include exchanging information to provide class of restriction checking 
between PBXs in the EDCS  network, providing call progress information for the 
attendant,  allowing attendant intrusion between a main and a satellite, and 
allowing a main PBX to provide DID/CO intercept treatment rather than the 
satellite PBX.
Considerations
If the DCS link fails, the administrator can choose to allow calls to continue 
without class of restriction checking or to block all DCS calls to inward-restricted 
stations.
Enhanced DCS is not available with DCS over an ISDN-PRI D-channel. When 
EDCS  i s used, all nodes in the DCS network must use EDCS .
Interactions
nClass of Restriction
When a call goes to coverage, it is the called party’s (not the covering 
party’s) restrictions that will be used.
Administration
This feature is enabled with the System Parameters Feature form.
Hardware and Software Requirements
This feature requires the same hardware as DCS. 
						

							Feature Descriptions
3-702Issue  3   March 1996 
Expert Agent Selection (EAS)
Feature Availability
Expert Agent Selection (EAS) is available with Generic 3 Version 2 and later 
releases.
Purpose
The EAS feature is an  optional feature that allows certain EAS Skill types to b e 
assigned to a call typ e or Vector Directory Number (VDN). Routing incoming 
calls through a VDN then allows the system a dministrator to direct c alls to a gents 
who have the p articular agent skills required to complete the customers’ inquiry 
successfully.  
The EAS provides a method for call managers to match the needs of a caller to 
the skills/talents of the a gents. This arrangement ensures the best possible  
service to the caller.
The EAS consists of the following capabilities:
nCall d istribution based on Skill provides for matching the VDN Skills 
required to handle a particular call (based on VDN) to an agent who has at 
least one of the a gent Skills that the caller requires.
nEAS agent capabilities are  not a dministered in relation to a physical voice 
terminal.  Instead, agents are administered in relation to their personal 
login IDs, each with its own assigned capabilities.  EAS agents can use 
their login IDs to login to any voice terminal in the system. This ability is 
referred to as the EAS Logical Agent Capability.
nDirect Agent Calling from a voice terminal allows  users to call a particular 
agent and have the call treated as an ACD call.
Identifying Caller Needs
Caller needs are identified b y information p assed from the network in DNIS  digits 
or ISDN messages, by call prompting digits or d igits entered at a VRU (voice 
response unit), or using ASAI in a host database lookup.  A Skill num ber is 
assigned to each need or group of needs.  For examp le, a caller may need to 
place a catalog order (Skill 22), ask about a bill (Skill 31), or talk with someone 
who sp eaks Korean to place an order (Skill 122).  
						

							Expert Agent Selection (EAS)
Issue  3   March 1996
3-703
AT&T Network DNIS/ISDN Called Party
The AT&T network routes the call to a  number based on the type of service 
dialed (e.g., 800 number), the state/city the call originates in, the time of day, a 
percentage allocator, or comb inations of these.   Information on the type of 
service dialed and the origin of the call is used to determine the needs of the 
caller.
Call Prompting/VRU Digits
The call prompting/VRU digits are entered in response to any question about 
callers’ needs.  For exam ple, a hotline for a  product may request that a product 
code be entered, or a travel service may request a two-digit  state c o de to 
indicate the state the caller is interested in traveling to.
ASAI Host Database Lookup
The ASAI host database lookup uses DNIS and ANI (calling party’s number) to 
determine what skills are required or even the agent desired.  For examp le, the 
database may show that the caller speaks Spanish or that the caller has been 
working with Agent 1367.
Routing Digits
Routing d igits received by the switch from DNIS, ISDN, prom pting, a VRU, or 
ASAI routing are typically assigned a VDN. A VDN is an extension number that 
points to a vector routing table. Each VDN can have up to three skill preferences 
(skill numbers) corresponding to the callers’ needs.
Agents Skills
Agents are trained or hired based on meeting the callers’ needs. Agents are 
assigned Skill numb ers b ased  on training or knowledge, access to systems or 
information, language (multi-lingual skills), interp ersonal skills, etc.  Agents are 
assigned up to four skills or sets of skills.   Examp les of agents’ skills are: speaks 
Spanish, knows a bout widget X, can handle complaint calls, knows about 
insurance laws for New York, or has access to a database.
If a single caller speaks with an agent who has multiple skills (e.g., speaks 
Spanish and has access to the billing system, or knows about wid get X and can 
handle complaint calls), then a single skill group is created for each set of skills.
EAS Application
Assume a call makes reservations for a chain of resorts. Callers have historically 
said that they prefer to talk to someone who personally visited the resort.  The 
company also determines it is easier to sell a dditional sightseeing packages if 
the agent has a regional accent.   
						

							Feature Descriptions
3-704Issue  3   March 1996 
The resort company places a variety of ads in magazines for information on a 
particular resort or a state. Callers responding to these ads dial a number that 
directly routes them  to a VDN for that state’s resorts.
Callers also dials a g eneral number for the resort chain.  A vector prompts the 
callers to enter a two-digit state code for the state they wish to visit.
If the caller dials the general numb er and enters the Texas state code, the VRU 
returns routing d igits 3222 (a VDN) to the vector. Callers who respond to an ad 
for a Texas resort are directly route d to VDN 3222.   Table 3-56 shows the skill 
preferences assigned to Texas VDN 3222.
Each state resort has a VDN and a set of skill preferences.
When callers make a reservation at a resort they are given  a call-back number.  
When someone dials the call-back number, call prompting requests the 
reservation number and passes this to the host in an ASAI a djunct routing 
request.  The host d oes a data base lookup for the  agent who made the 
reservation and the resort corresponding to the  reservation. If the agent is 
currently logged in, the vector routes the call to the a gent, or else the vector 
routes the call to the  state’s VDN for the resort.  When the call is delivered to an 
agent, the current reservation is automatically displayed at the agent’s data 
terminal.  This provides quicker and more personal service.
Writing Vectors
The VDN routes the call to a vector. The steps in the vector determine how  the 
call is processed.
In the following application, Vectors 1 and 3 are written in the same way 
traditional vectors are written.  A single VDN for each of these two vectors is used 
for all states. A single VDN for each state is assigned to Vector 2. The call q ueues 
to the first VDN skill preference at the beginning of vector 2.  After allowing some 
time for the best-matched agents to answer, the call queues to the second VDN 
skill preference. Later the call queues to the third preference as shown in  Figure 
3-15.
Table 3-56. Skill Preferences
Texas VDN 3222 - Skill Preferences
1st: 30 Ag ent who has Texas accent and has 
b een to resorts in Texas
2nd: 31 Ag ent who has been to resorts in Texas
3rd: 100 Any agent who can take a reservation  
						

							Expert Agent Selection (EAS)
Issue  3   March 1996
3-705
Figure 3-15. Writing Vectors Example
EAS Agent Operations
In an EAS environment, the DEFI NI TY C o mmunications System treats agent login 
IDs as extension numb ers. Therefore, the switch treats agents based on their 
individual login IDs. Agents are no longer associated with a particular voice 
terminal.  Agents can use any voice terminal and multiple agents can use the 
same terminal on  different shifts.  
Agent login IDs are assigned up to four skills and each skill is assigned primary 
or secondary rank.  With EAS, agents can be given preferences in the type of 
calls they handle.  In the EAS  application example, all agents have Skill 100 as a 
secondary skill. Agents with a Texas accent who have been to the Texas resorts 
and New Mexico resorts would have Skill 30 as a primary skill and Skills 71 and 
ISDN/DNIS
general numberVDN 3111
Skill pref 1: none
Skill pref 2:
Skill pref 3:Vector 1:
1. wait-time 0 secs hearing
ringback
2. converse-on skill 20 pri m
passing vdn and none
3. collect 4 digits after
announcement 3673
4. route-to digits with coverage nVRU
NM=3244
...
TX=3222
ISDN/DNIS
ad response
Internal call
transfer
Internal call
transferVDN 3222 Texas
Skill pref 1: 30
Skill pref 2: 31
Skill pref 3: 130
VDN 3244 NM
Skill pref 1: 70
Skill pref 2: 71
Skill pref 3: 130
VDN 3333
Skill pref 1: none
Skill pref 2:
Skill pref 3:Vector 2:
1. queue-to main skill 1st pri m
2. wait-time 5 secs hearing
ringback
3. check-backup skill 2nd pri m if
calls-queued < 15
4. announcement 3674
5. check-backup skill 3rd pri m if
oldest-call-wait < 10
6. wait-time 5 secs hearing
music
Vector 3:
1. adjunct routing link 1632
2. wait-time 10 secs hearing
ringback
3. route-to number 3111 with
cov n if unconditionally ISDN/DNIS
ad response
ISDN/DNIS
call backSkill 30
Skill 31
Skill 100
Skill ...
ASAIT/R
Host
Database
Lookup-
Adjunct
Routing
Application state VDN=
Texas 3222
...
New Mexico 3244
No reservation
Go prompt for stateAgent or
states VDN
if agent unstaffed 
						

							Feature Descriptions
3-706Issue  3   March 1996 
100 as secondary skills. When no calls are waiting for Skill 30 for a p articular 
agent, that agent receives a call for Skill 71 or 100.
Agents use a single  set of agent work mode buttons for all their skills. Work 
mode buttons no longer have particular splits (or skills) assigned to them.  This 
provides much greater flexibility in that any voice terminal with work mode 
buttons can be used by any agent.  Also this requires fewer work mo de buttons 
and simplifies the agent operation.
Physical aspects of the voice terminal, such as the set type and button layout, 
are associated with the voice terminal and not the Login ID. This allows agents to 
use any voice terminal with the b uttons as  are labeled on that set.  
In a ddition to skills, the following capabilities are now associated with agents’ 
login IDs.
nCalls - calls to the Login ID reach the agent independent of the voice 
terminal the agent is currently using.  These can be Direct Agent calls 
(calls to a particular agent treated as an ACD call).
nName - calls to the Login ID  display the name associated with the Login 
ID and not the name associated with the voice terminal.  This is also true 
for calls made from a voice terminal with an a gent logg ed in.
nCoverage - when the agent is logg e d out, or when calls go to coverage 
because the agent is busy or does not answer, calls  to the Login ID go to 
the coverage path associated with the agent and not the voice terminal.
nRestrictions - calls to the Login ID or from the agent use the restrictions 
associated with the a gent and not the voice terminal.
Voice terminals are fully functional when an agent is not logged in.  The 
restrictions, coverage, and name revert to the voice  terminal administration 
when the agent logs out.
Other Login ID Applications
Anytime persons share a voice terminal, for example when working shifts or job 
sharing, each person can have their own extension and have their calls go to 
their coverage mailbox when they are lo g ged out.
Also when persons use multiple phones, because they have multiple offices or 
rotate desks (such as guards), using login IDs allows these persons to be 
reached independent their desk location.