ATT DEFINITY Communications System Generic 3 Instructions Manual

							Inbound Call Management (ICM)
Issue  3   March 1996
3-777
The voice terminal display for the receiving agent, before a transfer is complete, 
shows the originating agent’s name and number. The voice terminal display for 
the receiving agent, after the transfer is complete, shows the caller identification 
(CPN/BN or trunk group name for external calls, and name/numb er for internal 
calls) and the original split or VDN name.
Direct agent  calls follow the receiving agent’s coverage and call forwarding, if 
activated. Once the call goes to coverage or is forwarded, the call is no longer 
treate d as a DAC.  CMS is informed that the call has b een forwarded.
Answering a Direct Agent Call
The receiving agent answers a direct a gent call by becoming available in the 
split with which the direct agent call is associated. While on a d irect agent call, 
the agent becomes unavailable to subsequent ACD calls.
If the receiving agent logs off by unplugging the headset, the agent may still 
answer a direct agent call in queue by logging back in and becoming available.
Considerations
A maximum of eight CallVisor ASAI links may be assigned.
Information from a CONVERSANT voice system (except for the dialed number) 
cannot be carried with the call and displayed on a voice terminal.  For example, 
digits collected in a CONVERSANT voice system adjunct cannot be passed to 
the switch for disp lay.
CallVisor ASAI and BX.25 CPN/BN-ANI are not supported simultaneously.
Interactions
The following features and functions interact with the ICM feature:
nAutomatic Answer
DACs to agents assigned automatic answer will receive single zip tone 
answer.
nQueue Status  Indications
DAC are not included in the number of calls waiting and oldest c all waiting 
on the queue status indication for the split.
nCall Coverage
If the split associated with a direct-agent call has call forwarding or night 
service activated for the split, the d irect-agent call is forwarded. If the 
priority calling option is requested, the direct-agent call forwards with 
priority ringing at the night service destination. 
						

							Feature Descriptions
3-778Issue  3   March 1996 
After a DAC  call successfully terminates to a sp lit, if the d estination agent 
has Call Forward ing or Send All Calls activated, then the DAC c alls will b e 
forward ed. If the priority calling option is requested, then the DAC call will 
forward  with p riority ringing at the call forwarded destination, but will not 
forward  to the covering point in the case of Send All Calls when the priority 
calling option is requested.
Direct-agent calls follow the destination agent’s coverage path. If the 
priority calling option was requested, the DAC follows the standard priority 
call rules for coverage, meaning the call will not go to coverage. Calls 
(either regular ACD or direct-agent) in queue will remain in q ueue until the 
caller abandons or agent answers. Calls follow the agents internal or 
external coverage path based on the origin of the call, not the 
internal/external status of the a djunct providing routing instructions.
nCall Forwarding
New DAC will forward if the agent activates Call Forward ing. Direct Agent 
Calls already in queue prior to Call Forwarding activation will remain in 
queue.
nCall Vectorin g
Call Vectoring is used in conjunction with CallVisor ASAI c a pabilities. The 
adjunct routing vector command is required. For adjunct routing, if 
the call queues to a split or the call leaves vector processing, a route end 
request is sent to the CONVERSANT voice system.
Direct agent  calls cannot go through vectors.
nCall Promp ting
Digits collected by the Call Prompting feature b ecome part of the current 
call information that is passed to a CONVERSANT voice system adjunct.
nCall Waiting
Call waiting tone is used to notify single-line users that a DAC is waiting, 
whether the call waiting feature is optioned or not.
nDCS 
DAC cannot be ma de over a DCS link. If the receiving agent is not an 
internal extension, DAC is denied.
nNight Service
DACs will g o to Night Service if Night Service is a ctivate d for the receiving 
agent’s split.
nPriority Calling
CallVisor ASAI capabilities permit both Priority Calling and DAC for the 
same call.  Priority DAC will not go to coverage.
nSend All Calls 
						

							Inbound Call Management (ICM)
Issue  3   March 1996
3-779
If an agent activates send all calls, new DACs will immediately go to the 
agent’s coverage. DACs already in queue prior to Send All Calls activation 
will remain in q ueue until the coverage ringing timeout occurs.
Administration
ICM is administered by the System Manager.
The ACD feature must be administered as described in the ACD feature 
description elsewhere in this manual.
If the Call Vectoring and/or Call Prompting features are to b e used, these 
features must be administered as described in the Call Vectoring and Call 
Promp ting feature descriptions elsewhere in this manual.
In order to make or receive direct agent calls, an agent must b e assigned a COR 
that allows DAC.
Direct agent  calls wait in split queues.  Split queues must be properly sized.
Hardware and Software Requirements
The only a d ditional hardware requirements for ICM are those for the  CallVisor 
ASAI. These  requirements  are  in the  following  paragraphs.
The system supports TN744C-Tone Detector/Call Classifier, TN748C-Tone 
Detector, TN420C-Tone Detector, or TN2182-Tone Clock/Detector/Generator for 
use as tone detectors. TN420C, TN744C, and TN2182 support A-law. With 
respect to CallVisor ASAI features, the TN744C is required for those customers 
who desire switch call classification.
Each port on the eight port TN744C acts as a touch-tone receiver or call 
classifier. Each call classifier p ort is capable of detecting tones as well as 
Special Information Tones.
This tone detection will work only if the public network provides similar tones to 
those used in the US.
Each CallVisor ASAI BRI Interface Link requires a port on a TN556 ISDN-BRI 
circuit pack.
CallVisor ASAI Interface software is required. A TN778 Packet Control b oard and, 
in a multiple port network design, TN570 expansion interface are required. 
						

							Feature Descriptions
3-780Issue  3   March 1996 
Individual Attendant Access (IAA)
Feature Availability
This feature is available with all Generic 3 releases.
Description
Allows users to access a specific attendant console.  Each attendant console 
can be assigned an individual extension number.
A user can access an individual attendant by simply lifting the handset and 
dialing the extension number assigned to the  desired attendant.  An individual 
attendant extension numb er can also be assigned to users’ a bbreviate d dialing 
button for fast access to the specific attendant.
Individual attendants can be accessed by voice terminal users, incoming trunks, 
Remote Access, and other attendants.  A specific attendant, when called, can 
extend the call to another trunk or extension.
Each individual attendant has a queue that allows incoming calls to wait. For 
G3iV1, this individual attendant queue has priority over all other attendant 
seeking calls. For G3r and all of Version 2 and later releases, the Individual 
Attendant Access call is placed in the Attendant queue according to the priority 
assigned in Attendant Priority Queueing.
Whenever a call is in an individual attendant’s queue, the top lamp of the Forced 
Release button (basic console) or the Personal lamp (enhanced console) lights 
to indicate this condition. Call Waiting tones are provided only on calls to the 
attendant group and are not provided for waiting individual attendant calls.
An individual attendant can be a part of a hunt group. The hunt group can be a 
DDC group or a UCD group.  Calls to individual attendants and calls to the 
attendant group have priority over hunt group calls to an individual attendant.
Any call made from an attendant console which is assigned an individual 
extension is considered to be made from the individual attendant, not the 
attendant group.
Considerations
With Individual Attendant Access, attendant consoles can become more flexible 
by assigning each one an individual extension number. An individual attendant 
extension allows an attendant to use features that an attendant group cannot 
use; for example, individual attendant extensions can be a member of a DDC or  
						

							Individual Attendant Access (IAA)
Issue  3   March 1996
3-781
UCD g roup.  An individual attendant can also b e a ccessed when the Centralized 
Attendant Service feature is in effect.  Another advantage is that each individual 
attendant extension can have its own Class of Restriction and Class of Service.
The Position Available lamp  on the attendant console only indicates whether or 
not attendant group calls can be accepted.  It  does not indicate whether or not 
individual attendant calls can be accepted.
Each attendant console has one p osition busy button.  When the lamp 
associated with this button is lighted, the attendant does not receive attendant 
group calls but can still receive individual attendant calls.
Since hunt groups have better queuing and make busy features than individual 
extensions, it may be desirable to assign an individual attendant as the only 
mem ber of a hunt group. This way the individual attendant c ould receive calls as 
a hunt group member for more efficient handling of calls.
Interactions
The Individual Attendant Access call is placed in the Attendant Queue  
according to the priority assigned in Attendant Priority Queuing (for G3iV1 and all 
G3V2 and later releases).
The following features interact with the Individual Attendant Ac cess feature.
nAbbreviated Dialing
Individual attendant extensions can be in Ab breviated Dialing lists.  
Individual attendants, however, c annot have their own Abbreviated Dialing 
lists.
nAttendant Display
For calls to or from individual attendants, individual attendant names 
(when specified) are displayed instead of the individual attendant 
extensions.
nBrid ged Extension
Individual attendant extensions cannot be assigned to a bridged call 
appearance.
nBusy Verification of Terminals and Trunks
An individual attendant extension cannot be busy verified.
nCall Coverage
Individual attendant extensions can be points in a coverage path but 
cannot be a memb er of a coverage answer group.
nCall Park
Individual attendants can park calls on their own extension or another 
individual attendant extension. 
						

							Feature Descriptions
3-782Issue  3   March 1996 
nCall Pickup
Individual attendant extensions cannot be in Call Pickup groups.
nCAS 
Individual attendants can be accessed when CAS is in effect.
nCOR and COS
Each individual attendant extension has its own COR and COS. However, 
it is recommended that an individual attendant and the group with which 
he or she is associated be assigned the same COR.
nDDC and UCD
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.
nFacility Busy Indication
An individual attendant extension can be stored in a Facility Busy 
Indication button.
nIntegrated Directory
The names and  extensions of the individual attendants are stored in the 
directory associated with this feature.
nLW C  
A message from an attendant indicates whether it is from the attendant 
group or whether it is from an attendant which has an individual extension.
nNight Service — Night Console Service
Activation and deactivation of this feature affects only calls to the 
attendant group.  Calls to individual attendant extensions are allowed 
when night service is active.  A night-only attendant console with an 
individual extension can receive individual attendant calls when night 
service is not active.
nPrivacy — Attendant Lockout
This feature a p plies only to attendant group calls. Individual attendant 
calls are not affected.
nVoice Terminal Display
For calls from individual attendants, individual attendant names (when 
specified) are displayed instead of the individual attendant extensions. 
						

							Individual Attendant Access (IAA)
Issue  3   March 1996
3-783
Administration
Individual Attendant Ac cess is administered on a per-attendant console basis b y 
the System  Manager.  The following items require administration for each 
attendant console:
nExtension number
nName
nCOR
nCOS
Hardware and Software Requirements
No a d ditional hardware or software is required. 
						

							Feature Descriptions
3-784Issue  3   March 1996 
Information System Network (ISN) 
Interface
Feature Availability
This feature is available with all Generic 3 releases.
Description
The AT&T ISN is a packet-switched local area network that links mainframe 
computers, minicomputers, word processors, storage devices, personal 
computers, printers, and communications processors into a single system.
The ISN is a packet-switched local area network. This local area network is made 
up of one or more mo dular data-only d i gital communications switches.
The interface between the system and the ISN is via a Data Line Port in 
conjunction with an Asynchronous Data Unit (ADU). Either a Modular Processor 
Data Mo dule (MPDM), a 7400A data module may be used instead of the Data 
Line Port and ADU, although the latter is more economical. The MPDM or ADU 
connects to an AIM on the Packet Controller or Terminal Concentrator (see  
Figure 3-19). This interface allows the system and the ISN to share d ata 
capabilities. (The 7400A connections are the same as shown below for the 
MP D M . )
Figure 3-19. System-to-ISN Connectivity
ETN
DID
SWITCHDIGITAL
LINE
PORTRS-232C
ADAPTERAIM CONCENTRATOR
INFORMATION
NETWORK
ETN
DID
SWITCHLINE
PORTAIM CONCENTRATOR
INFORMATION
NETWORK
DATA
DS1
MPDM
DS1
ADU*SYSTEMs
SYSTEMs 
						

							Information System Network (ISN) Interface
Issue  3   March 1996
3-785
Data is transferred between the system and the ISN on one-way trunks (either 
incoming or outgoing). Each d ata line port is administered for a specific data 
rate, which can be any of the c ommon asynchronous d ata rates ranging from low 
to 19,200 bps.
Considerations
Connectivity between ISN and the system provides the following major benefits:
nUsers on ISN may (in addition to having a ccess to other endpoints d irectly 
connected to ISN) have access to any endpoint connected to the system 
or addressable from the system.
nUsers who either connect to or have access to the system may also 
access endpoints connected to ISN.
Since the ISN switches are mo dular, the local area d ata c ommunications network 
can be designed so that it is b oth versatile and cost-effective. A single p acket 
controller can be configured to support from 40 to 1,920 data ports.
Interactions
The following features interact with the ISN Interface feature.
nAbbreviated Dialing
Outgoing lines cannot use Abbreviated Dialing.
nAutomatic Circuit Assurance
Automatic Circuit Assurance is not provided for data line p ort links to or 
from the ISN.
nData Call Setu p
Data Terminal (Keyboard) Dialing is used to access ISN endpoints. A d ata 
call to an ISN data endpoint from a system digital data endpoint requires 
two-stage dialing. A user must first dial the extension assigned to the 
outgoing ISN group, and then interact with ISN and enter the second 
address (data endpoint).
nData Hotline
Outgoing lines cannot use hot line calling.
nModem Poolin g
If an analog data  endpoint is used in an ISN connection, and a conversion 
resource is needed, the system will obtain a conversion resource from the 
appropriate pool. 
						

							Feature Descriptions
3-786Issue  3   March 1996 
nSystem Measurements
No traffic measurements are made on data line port links to or from the 
IS N .
nUniform Call Distribution
Outgoing lines should be members of a UCD group. This way, the system 
automatically selects an idle port when a user tries to access the ISN.
Administration
Data mo dule extensions used to access ISN must be administered by the 
System Manager as data lines connected to the ISN. The System Manager can 
then administer the other options required for each data line. These options 
include:
nKeyb oard Dialing — If the line is incoming (to the system), Keyboard  
Dialing should be enabled so that the system can be accessed by the 
ISN.  If the line is outgoing (to the ISN), Keyboard Dialing should be 
disabled.
nConfiguration — This option should be disabled on both incoming and 
outgoing lines to prevent the ISN from changing the data line 
configuration.
nBusy Out — This option should be enabled for outgoing lines so that a 
member of the outgoing ISN group can be ‘‘busied-out’’ and let calls go 
through another memb er of the group.
nSpeeds — Data sp eeds should be selected according to individual 
needs, and should be the same as those at connecting ISN ports. Only 
one speed should be assigned to each data line port.
nAutoadjust — This option is not needed with the ISN, and should be 
disabled on incoming lines. This option can only be set if Keyb oard 
Dialing is enabled.
nPermit Mismatch — This option should be disabled on both incoming and 
outgoing data lines.
nDisconnect — The disconnect sequence should be administered 
according to the characteristics of the device. This option can only be set 
if Keyboard Dialing is enabled.
nParity — This op tion should b e a dministered as even. This option can only 
be set if Keyboard Dialing is enabled.
nDial Echoing — This option should be disabled so that characters are not 
echoed back to the ISN. This option can only be set if Keyboard Dialing is 
enabled.
nAnswer Text — This option should be disabled, and can only be set if 
Keyb oard Dialing is enabled.