ATT DEFINITY Communications System Generic 3 Instructions Manual

							Intercom—Dial
Issue  3   March 1996
3-827
nCall Coverage
Intercom calls are redirected to Call Coverage only if the caller activates 
Go To Cover.
nData Privacy and Data Restriction
An extension with Data Privacy or Data Restriction activated cannot 
originate an intercom call.  Intercept tone is received when the ICOM 
button is pressed under this condition.
nSingle-Digit Dialing and Mixed Station Numbering
Prefixed extensions greater than five digits (including the prefix) in length 
cannot be assigned to intercom lists.
Administration
Intercom—Dial is administered by the system administrator.  The following items 
require administration:
nIntercom groups
— Group number
— Length of dial c o de
— Extension numbers within the group
— Dial c o des to access Intercom group members
nDial Intercom buttons.
Hardware and Software Requirements
No a d ditional hardware or software is required. Voice terminals equipped with a 
buttons and a status lamp are useful, but not required. 
						

							Feature Descriptions
3-828Issue  3   March 1996 
Internal Automatic Answer (IAA)
Feature Availability
This feature is available with all Generic 3 releases except G3i-Global and 
G3rV1.
Description
Allows specific voice terminals to answer incoming internal calls automatically. 
Internal Automatic Answer (IAA) is intended for use with selected voice terminals 
with a b uilt-in speakerphone, or stations with adjunct speakerphone or headset 
with the headset option enabled on the ‘‘Station” form’. For G3vsV1/G3sV1 and 
G3iV1, this feature is only available with the MERLIN/System 25 7313H, 7314H, 
7315H, 7316H, and 7317H terminals. For G3V2 and later releases, this feature is 
available for most multi-function stations with a speakerphone or a headphone. A 
602A terminal is off-hook when the headset/sp eakerphone is connected, 
therefore IAA answers a call if all other call-appearances are idle.
Internal calls eligible for automatic answer by the IAA feature are:
nStation-to-station voice calls, with both voice terminals on the same switch.  
(This includes redirected intra-switch calls.)
nAn internal call over a DCS configuration to another internal extension. 
(This includes redirected inter-DCS calls.)
nExternal calls that are extend e d by an attendant console when the 
‘‘Internal Automatic Answer for Attendant Extend e d Calls’’ option on the 
‘‘System Parameters Feature’’ form is enabled.
The following types of calls are 
not eligible to be answered automatically via IAA:
nCalls from p u blic network trunks (including PCOL)
nCalls arriving on non-DCS tie trunks
nAutomatic Callback calls
nAutomatic Circuit Assurance calls
nData calls
nExternal calls extended by an attendant console when the ‘‘Internal 
Automatic Answer for Attendant Extended Calls’’ o ption on the ‘‘System 
Parameters Feature’’ form is disabled
nCalls redirected because of  queue overflow of Emergency Ac cess to the 
Attendant calls
nTerminating Extension  Groups
nThe re ceiving station’s “Active Station Ringing”  option is set to 
“continuous” 
						

							Internal Automatic Answer (IAA)
Issue  3   March 1996
3-829
An eligible call is answered automatically via the IAA feature if IAA is activated at 
the answering voice terminal and the answering voice terminal is idle (on-hook 
and able to accept an incoming call). A voice terminal that is off-hook, in the 
process of dialing d i gits, or has a call on hold is not considered idle.
IAA Feature Operations
With IAA, a single programmable feature button (IAA) can be assigned to voice 
terminals during voice terminal administration. When this feature button is 
pressed, the associated green status lamp lights and the IAA feature is 
activated. Pressing the same b utton a gain causes the status lamp to g o dark and 
the IAA feature is deactivated. (Pressing the feature b utton has no effect on a 
currently active call or a ringing call.) As long as the IAA button’s status lamp is 
on, the IAA feature remains activated. The IAA b utton may be tog g led on or off at 
any time, regardless of the state of the voice terminal; the voice terminal’s 
speakerphone is not affected by this action. Also, using the speakerphone to 
place calls does not affect the state of the IAA feature.
The calling voice terminal receives a tone when its call is answered automatically 
by a voice terminal with IAA activated. The called voice terminal receives a tone 
(a ‘‘ring ping’’) and then goes off-hook when automatically answering an 
IAA-eligible call. Both the answering voice terminal’s sp eaker and microphone 
are turned on.
If the user of a voice terminal with IAA activated is currently busy on a call or is in 
the process of dialing digits, subsequent incoming calls are treated as if IAA is 
not activated. Thus, an already established call or call establishment activity 
temp orarily disables the IAA feature for incoming calls.
Considerations
IAA provides convenient hands-free answering of internal calls.
The user of a voice terminal with IAA activated should always deactivate the 
feature when leaving the work area. Otherwise, incoming calls are unintentionally 
‘‘answered’’ by the unattended station. This prevents calls from going to 
coverage.
For  G3vsV1/G3sV1, and G3iV1, IAA is only available with the MERLIN/System 25 
731xH series voice terminals and is not available with any other voice terminals.
There is no feature access code for the IAA feature; the station int-aut-on 
must be administered.
IAA is not available with ISDN BRI voice terminals or Attendant Console.
IAA and Automatic Answer are mutually exclusive.
IAA and the Continuous Ring  options are mutually exclusive. 
						

							Feature Descriptions
3-830Issue  3   March 1996 
Interactions
The following features interact with the Internal Automatic Answer (IAA) feature:
nACD Calls
IAA ap p lies to internal calls to an ACD agent.
nAutomatic Answer
IAA and Automatic Answer cannot be administered simultaneously on the 
same voice terminal.
nAutomatic Callback
Callback calls via Automatic Callback are not answered automatically b y 
the IAA feature.
nAutomatic Circuit Assurance (ACA)
Calls generated by the ACA feature are not eligible for IAA.
nBrid ged Call Ap pearance — Multi-Ap pearance Voice Terminal
Calls terminating to a bridged appearance are not elig i ble for IAA at the 
bridged station, even if the bridged station has IAA enabled. (IAA can be 
used by the principal station to answer the call.)
nBrid ged Call Ap pearance  — Single-Line Voice Terminal
Calls terminating to a bridged appearance are not elig i ble for IAA at the 
bridged station, even if the bridged station has IAA enabled.
nCall Coverage
If an internal call is redirected to another voice terminal by a Call 
Coverage redirection criteria, then that call is eligible for IAA at the 
redirected voice terminal.
IAA does not a pply to calls to the original called extension when:
— The called voice terminal has activate d Send All Calls
— The c alling voice terminal has selected Go To Cover b efore placing 
the call
Calls directed to a Coverage Answering Group are not elig i ble for IAA.
NOTE:
If the system administrator sets the coverage path for a station to 
‘‘All-Calls’’ and that principal station activates IAA, the first coverage 
point hears a ring, the principal station automatically answers and 
the coverage-simulate d bridge is dropped.  The coverage station 
rings, but is not able to answer the call because the coverage 
simulated brid g e has been dropped. 
						

							Internal Automatic Answer (IAA)
Issue  3   March 1996
3-831
nCall Forwarding 
Calls to a station with IAA and Call Forward ing activate d are forwarded 
and are not answered by the station dialed.
NOTE:
If the ‘‘forwarded to’’ station, is internal and has IAA active, the 
‘‘forwarded to’’ station automatically answers the redirected call.
nDeluxePaging (Call Park)
When using the DeluxePaging feature and c all park times out,  it returns to 
the originating  station  which parked the call and is eligible for IAA.
nCall Pickup
Internal calls to a voice terminal in a Call Pickup group are eligible for IAA. 
If the called extension in a Call Pickup group is IAA-active, the call is 
automatically answered. An IAA-active voice terminal is not able to 
automatically answer calls to other voice terminals in it’s Call Pickup 
group.
nConference
Internal conference calls are eligible to be automatically answered via the 
IAA feature. If more than one conference party has joined a conference 
call through automatic answer, such parties remain connected until either 
they disconnect or the controlling party drops the call.
nData Call Setu p
Data calls are not eligible for IAA.
nDirect Department Calling (DDC) and Uniform Call Distribution (UCD)
Internal calls to a DDC or UCD group member are eligible for IAA.
nDistributed Communications System (DCS)
If a call is from another switch in a DCS configuration and the origin of the 
call is known to b e an internal voice terminal on that switch, then that call 
is considered internal and is eligible for automatic answer.
nDo Not Disturb
Activation of the Do Not Disturb feature preempts IAA at the called voice 
terminal.
nGo To Cover 
IAA does not a pply to calls to the original called extension when the 
calling voice terminal has selected Go To Cover before placing the call. 
						

							Feature Descriptions
3-832Issue  3   March 1996 
nIS D N  B RI
IAA is not available with ISDN BRI stations.
nRingback Queuin g
Automatic calls generated by the Ringback Queuing feature are not 
eligible for IAA.
nSend All Calls
IAA does not apply to calls to the original called extension when the c alled 
voice terminal has selected Send All Calls.
nTerminating Extension Group
Calls to a Terminating Extension  Group extension are not elig i ble for IAA; 
however, calls placed to the individual extension are eligible.
nTransfer
Transferred calls are eligible to be automatically answered via the IAA 
feature.
Administration
Internal Automatic Answer (IAA) is administered on a p er-voice terminal basis by 
the System  Manager. The only terminal administration required is an IAA button 
(
int-aut-an), which must be assigned to each voice terminal desiring IAA, and for 
multifunction voice terminals that d o not have a built-in speakerphone, the 
headset option must be set to ‘‘y’’ on the ‘‘Station’’ form.
If a voice terminal’s IAA button is removed via administration while the IAA 
feature is active, the IAA feature is deactivated and the associated status lamp 
goes dark. Current calls are not affected by this action.
A system-wide option determines whether IAA-administered voice terminals 
automatically answer external calls that are extended by an attendant console. 
Typically, to avoid redirecting an external call to an unattended IAA voice 
terminal, the IAA option on the ‘‘System Parameters’’ form is disabled. However, 
you can allow IAA to automatic answer extended external calls by enabling the 
System Parameters Form’s IAA option.
Hardware and Software Requirements
For G3V2 and  later releases, all multi-function voice terminals e quipped with a 
speakerphone or headset may use this feature, except ISDN BRI voice terminals.
For  G3vsV1/G3sV1 and G3iV1, only the following voice terminal typ es support 
IAA:
n7313H
n7314H 
						

							Internal Automatic Answer (IAA)
Issue  3   March 1996
3-833
n7315H
n7316H
n7317H
Each of these hybrid voice terminals liste d above requires a port on a TN762B 
Hybrid Line circuit pack.
No a d ditional software is required. 
						

							Feature Descriptions
3-834Issue  3   March 1996 
Intraflow and Interflow
Feature Availability
This optional feature is available with all Generic 3 releases when ACD software 
is purchased.
NOTE:
For G3vs/G3s ABP, ACD is only available as part of the Basic Call Center 
O ption.
Description
Allows ACD calls to be redirected from one split to another split under busy or 
unanswered c onditions. Intraflow provides redirection of ACD calls to other s plits 
within the system and may be activated using Call Coverage or Call Forwarding 
All Calls. Interflow uses the Call Forwarding All Calls feature to redirect ACD calls 
to an external location.
Intraflow allows splits to be assigned coverage paths or forwarded.  Also, a split 
can be a point in a coverage path.  Thus, Intraflow uses the Call Coverage 
feature to redirect ACD calls from one split to another split according to the 
coverage path’s redirection criteria. For instance, a split’s coverage path can be 
administered so incoming  ACD calls are automatically redirected to another sp lit 
during busy or unanswered conditions. Ad ditionally, Call Forwarding can be 
used to unconditionally intraflow a split’s calls.
An ACD call is intraflowed to another split whenever it is forwarded or the 
assigned Call Coverage redirection criteria is met. For a detailed description of 
Call Coverage redirection criteria, see the Call Coverage feature description in 
this chapter. For a detailed description of Call Forwarding, see the Call 
Forwarding All Calls feature description in this chapter.
If an ACD call is intraflowed to another split,  the system attemp ts to terminate the 
call to an available agent.  If an agent is not available, the system tries to place 
the call in queue at the covering sp lit.  The call enters the covering split queue, 
unless one of the following conditions exists:
nThe destination split’s ‘‘inflow threshold’’ is met
nThe queue is full
nThere are no agents logged in
nAll the logg e d-in agents are in the AUX work mo de
The inflow threshold is a p arameter that is assigned to each sp lit. If the oldest call 
in the split queue has remained in  that q ueue for a length of time greater than the 
inflow threshold (0 to 999 seconds), then ACD calls cannot be intraflowed into 
that split. If an ACD call is forwarded or meets the Call Coverage  redirection  
						

							Intraflow and Interflow
Issue  3   March 1996
3-835
criteria, b ut cannot be intraflowed to another split or point in the coverage path, it 
will remain in q ueue at the original split even though  coverage tone may be 
heard.
A split can be administered such that ACD calls  intraflowed via Call Coverage 
from that sp lit to another sp lit have priority over other calls in  q ueue at that split. 
If an ACD call intraflows from a split with  ‘‘priority on Intraflow’’ to a covering split, 
and enters the queue at the covering split, that  call is positioned in the queue 
ahead of any nonpriority calls but behind other priority calls already in the queue. 
In other words, all priority calls are answered  before any nonpriority calls.
If the covering sp lit is assigned a second delay  announcement, an ACD call 
intraflowed to that split will receive the announcement, if the call remains in 
queue for a length of time equal to the second delay announcement interval. 
After the announcement is heard, the caller hears either music-on-hold or silence 
until the call goes to an agent. An ACD call intraflowed (via Call Coverage) to a 
covering  split is never connected to the first delay announcement assigned to 
the covering split.
Calls redirected via Call Forwarding will receive a delay first announcement at 
the forwarded-to split.  (A forced first announcement is never delivered at the 
destination split.)
As an illustration of how Intraflow works, assume the following:
nA call is intraflowed from split 1 to split 2 via Call Coverage.
nSplit 1 is assigned priority on intraflow.
nSplit 2 has a queue with three priority calls  and four nonpriority calls.
nSplit 2 has an inflow threshold of 90 seconds and the oldest call in queue 
at split 2 has been in queue for 60 seconds.
nSplit 2 has been assigned a second delay announcement and has a 
second delay announcement interval of 45 seconds.
nMusic-on-Hold is provided.
When the call is intraflowed from s plit 1 to s plit 2,  the c all enters the s plit 2 q ueue 
and is positioned in the queue ahead of the four nonpriority calls.   The 
intraflowed call is then the fourth call in queue. Assume the call stays in the 
queue for 45 seconds and  is still not answered. The  call, at the end of 45 
seconds, is connected to the second delay announcement for split 2. When the 
announcement is complete, the caller hears music-on-hold until the call is 
connected to an available agent. If the second delay announcement is 
administered to repeat,  the system will attempt to connect the call to the second 
delay announcement again after the delay interval has expired (45 seconds.)
The Interflow feature allows ACD calls to b e redirected from one split to a split on 
another switch or to another external location. This is accomplished by 
forward ing c alls that are directed to the split extension to an off-p remises location 
via the Call Forwarding All Calls feature. Calls can be forwarded to destinations  
						

							Feature Descriptions
3-836Issue  3   March 1996 
off the PBX (that is, phone numb ers on the public-switched telephone network). 
Calls cannot conditionally interflow. If a coverage point station or split is 
forward ed/interflowed, it is taken out of the coverage path. For details on how 
calls are forwarded to an off-premises extension, see the Call Forwarding All 
Calls feature description in this chapter.
A Coverage ICI button can be assigned to an agent’s multi-appearance voice 
terminal.   The Coverage ICI button allows the agent to identify a call that is 
intraflowed from another sp lit.   When an agent receives a call that has 
intraflowed from the split assigned to that button, the b utton’s status lamp will 
light.
More advanced Interflow capa bilities are supported b y the Call Vectoring and 
Look Ahead Interflow features discussed in this chapter.
Considerations
Intraflow and Interflow provide the means to redirect ACD calls to alternate splits.  
Intraflow via Call Coverage provides for conditional redirection  of ACD calls 
when c ertain conditions are met (such as Busy or Don’t Answer); Call Forward ing 
All Calls provides unconditional redirection. Therefore, calls can be directed to 
less b usy splits,  resulting in more efficient call handling. Interflow p rovides for all 
ACD calls to a specific split to be redirected to a split at the same location or 
another location.
Interactions
The following features interact with the Intraflow and Interflow  features.
nAttendant Display and Voice Terminal Display
These features provide call and queue identification for  the covering split 
agents.
nCall Coverage
When Intraflow via Coverage is provided, the Coverage Don’t  Answer 
Interval associated with Call Coverage begins when the call enters the 
split queue. If the Coverage Don’t Answer Interval exp ires b efore  either of 
the two delay announcement intervals expires, the call is redirected to 
coverage. If no coverage point is available to handle the call, the call 
remains in q ueue and may then b e connected to a delay announcement. If 
either of the delay announcement intervals expires  before the Coverage 
Don’t Answer Interval, the call is connected to a delay record ed 
announcement, if available.
nTemporary Bridged Appearance
If an ACD call terminates to a split agent, but is intraflowed  to another s plit 
before being answered, the Temp orary Bridged Ap pearance at the split 
agent’s terminal or console is no longer maintained.