Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1157 Automated Attendant 
20
Refer to ‘‘Route Pattern’’ on page 865 for information concerning the sequence of 
trunk groups in which an attempt is made to route a call.
Refer to ‘‘
Remote Access’’ on page 857 to permit authorized callers from remote 
locations to access your system.
Refer to ‘‘
Trunk Group’’ on page 967 to require an authorization code be dialed to 
complete incoming calls on a trunk group.
Refer to ‘‘
Setting up authorization codes’’ on page 331 for instructions.
Automated Attendant
Automated Attendant uses vector commands to allow a caller to enter the 
extension of the party that he or she would like to reach. The call is routed by the 
vector to that extension.
Refer to DEFINITY ECS Call Vectoring/EAS Guide or DEFINITY BCS and 
Guestworks Call Vectoring Guide for a detailed description of Automated 
Attendant and for a sample vector that can be used for Automated Attendant. The 
guide contains information that is critical to the effective and efficient use of 
Automated Attendant.
You can administer any display-equipped phone or attendant console with a Caller 
Information CALLR-INFO button. The button displays digits collected for the last 
collect digits command.
Automated Attendant competes with several features for ports on the call 
classifier — detector circuit pack or equivalent.
Interactions
nAUDIX
Automated Attendant gives the caller the option of leaving a message or 
waiting in queue for an attendant. Refer to “Message Collection” in 
Chapter 5 of the DEFINITY Enterprise Communications Server Call 
Vectoring/EAS Guide.
nAuthorization Codes
If authorization codes are enabled, and a
 route-to command in a prompting 
vector accesses AAR or ARS, if the VDN’s FRL does not have the 
permission to use the chosen routing preference, then the system does not 
prompt for an authorization code and the route-to command fails. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1158 Automated Attendant 
20
nCallVisor ASAI
ASAI-provided digits can be collected by the Call Vectoring feature via the 
collect vector command as dial-ahead digits. CINFO is passed to CallVisor 
ASAI.
nHold
If a call is put on hold during the processing of a collect command, the 
command restarts, beginning with the announcement prompt, when the call 
is taken off hold. All dialed-ahead digits are lost. Similarly, if a call to a 
vector is put on hold, vector processing is suspended when a collect 
command is encountered. When the call becomes active, the collect 
command resumes.
nInbound Call Management (ICM)
You can use Automated Attendant to collect information that may later be 
used by an adjunct to handle a call.
nTransfer
If a call to a VDN is transferred during a collect
 command, the collect 
command restarts when the transfer is complete, and all dialed-ahead digits 
are lost. Similarly, if a call to a vector is transferred, vector processing is 
suspended when a collect command is encountered. When the transfer is 
complete, the collect command resumes. Attendant extended calls do 
suspend vector processing in the same way as transferred calls.
Related topics
Refer to ‘‘
System Parameters Customer-Options’’ on page 928 for information 
about creating an automated attendant.
Refer to ‘‘
Feature-Related System Parameters’’ on page 632 for information on 
the number of seconds before the Collect Digits command times out.
Refer to ‘‘
Vector Directory Number’’ on page 1033 for information about and 
field descriptions on the Vector Directory Number screen.
Refer to ‘‘
Announcements/Audio Sources’’ on page 480 for information on 
providing an automated attendant announcement.
Refer to ‘‘
Call Vector’’ on page 501 for information on completing a new screen 
for each automated attendant vector.
Refer to ‘‘
Hunt Group’’ on page 696 for information on whether a hunt group will 
be vector controlled. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1159 Automatic Callback 
20
Refer to ‘‘Station’’ on page 882 for information on button assignments.
Refer to ‘‘
Attendant Console’’ on page 484 for information on button 
assignments.
Automatic Callback
Automatic Callback allows internal users who placed a call to a busy or 
unanswered internal telephone to be called back automatically when the called 
telephone becomes available.
When a user activates automatic callback, the system monitors the called 
telephone. When the called telephone becomes available to receive a call, the 
system originates the automatic callback call. The originating party receives 
priority ringing. The calling party then lifts the handset and the called party 
receives the same ringing provided on the original call.
A single-line telephone user activates this feature by pressing the Recall button or 
flashing the switchhook and then dialing the automatic callback access code. A 
single-line user can activate automatic callback for only one call at a time.
A multi-appearance telephone user can activate automatic callback for the number 
of automatic callback buttons assigned to the telephone. After placing a call to a 
telephone that is busy or that is not answered, the caller simply presses an idle 
automatic callback button and hangs up.
If the calling telephone 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 is still queued.
Users cannot activate automatic callback for calls to:
nA telephone assigned Termination Restriction
nAn extension with automatic callback already activated toward it
nA data terminal (or data module)
nAn attendant console group
nA Terminating Extension Group
nAn extension for a hunt group, split, or skill
nAn EAS agent’s Login ID
nA VDN Extension 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1160 Automatic Callback 
20
Automatic callback for busy trunks
You can administer your system to call users back if they try to place an outgoing 
call over a trunk group where all trunks are busy. This is sometimes called 
Ringback Queueing. 
If a multiappearance telephone user has an idle Automatic Callback button and 
tries to access an all-trunks-busy trunk group, the call is queued automatically. 
The lamp associated with the Automatic Callback button lights and confirmation 
tone is heard. 
Ringback Queuing is automatic for a single-line telephone. After dialing is 
complete, the user hears confirmation tone if the queue is available. No action is 
required.
The system will queue as many calls as allowed based on the Queue 
Length field on the each trunk group screen
. The system checks the busy/idle 
status of the trunk group just once. If all trunks are busy, the call queues, even if a 
trunk has become available by the time the caller has completed dialing. This 
occasionally results in the caller being called back immediately after receiving 
confirmation tone and going on-hook.
Considerations
nThe system cancels an automatic callback request for any of the following 
reasons:
— The called party is not available within 30 minutes.
— The calling party does not answer the callback call within the 
administered interval (2–9 ringing cycles set in the Automatic 
Callback-No Answer Timeout Interval field on the Feature-Related 
System Parameters screen).
— The calling party decides not to wait and presses the same automatic 
callback button a second time (multi-appearance telephone) or dials 
the automatic callback cancellation code (single-line telephone).
nautomatic callback is administered to individual telephones by their COS 
and cannot be assigned to the attendant(s). Multi-appearance telephones 
must have an automatic callback button to activate the feature.
nautomatic callback works differently depending on if the called party was 
busy or did not answer the call. For a busy call, automatic callback takes 
place as soon as the called party hangs up. If the called party did not 
answer, the telephone must be used for another call and then hung up 
before automatic callback is activated. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1161 Automatic Callback 
20
NOTE:
If the automatic callback originator has all line appearances occupied 
when the automatic callback call comes in, the user will hear priority 
ringing once, and the automatic callback lamp will blink. However, if 
the user presses the automatic callback button to answer the 
automatic callback call, one of the other calls will drop.
Interactions
nAttendant Call Waiting and Call Waiting Termination
If a user activates automatic callback to or from a single-line telephone, 
Call Waiting Termination is denied.
nAttendant Intrusion
Attendant Intrusion does not work if a user has activated automatic 
callback.
nBridged Call Appearance
Users cannot activate automatic callback from a bridged call appearance. If 
a user activates automatic callback from a primary extension number, the 
return-call notification rings at all bridged call appearances.
nBusy Verification
If a telephone has activated automatic callback, you cannot perform Busy 
Verification of that telephone. 
nCall Coverage
Automatic callback calls do not redirect to coverage.
nCall Forwarding
If the called telephone has Call Forwarding activated, the calling party 
cannot activate automatic callback. However, if automatic callback was 
activated before the called telephone user activated Call Forwarding, the 
system redirects the callback call attempt toward the forwarded-to party.
nCall Pickup
A group member cannot answer a callback call for another group member.
nClass of Restriction
Telephones with origination restriction cannot activate automatic callback.
nConference and Transfer
A single-line telephone user cannot activate conference or transfer if 
automatic callback is active. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1162 Automatic circuit assurance 
20
nDCS
Automatic callback operates over a DCS network as if it were on a local 
switch.
nExpert Agent Selection
Users can’t activate Automatic Callback to an EAS agent’s Login ID. They 
can activate Automatic CallBack to the phone where the agent is logged in.
nHold
A single-line telephone cannot receive automatic callback calls if the user 
has placed a call on hold.
nHot Line Service
Telephones administered for Hot Line Service cannot activate automatic 
callback.
nIntercom - Automatic and Dial
Intercom calls are not eligible for automatic callback.
nInternal Automatic Answer (IAA)
IAA does not automatically answer automatic callback calls.
nManual Originating Line Service
Telephones with Manual Originating Line Service cannot activate 
automatic callback. 
nRingback Queuing
Users can press an automatic callback button to activate Ringback 
Queuing.
nTelephone Display
When the system generates an automatic callback call, the display of the 
originating telephone displays automatic callback (or the equivalent for 
Administrable Language Displays).
Automatic circuit assurance
Automatic circuit assurance (ACA) helps you identify possible trunk 
malfunctions. With ACA enabled, the system measures the holding time of each 
trunk call. If the measurements show calls with either extremely long or extremely 
short holding times, DEFINITY ECS places a referral call to an attendant or 
telephone. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1163 Automatic circuit assurance 
20
The system records holding time from when a trunk is accessed to when it is 
released. You set short-holding-time and long-holding-time limits for each trunk 
group. The system then compares the recorded holding times against these limits.
You enable ACA for the entire system, and administer thresholds for individual 
trunk groups. You can have all trunks or only certain trunks measured.
DEFINITY ECS deals with long-holding and short-holding calls differently. For 
every call that is shorter than the administered short-holding time, the system 
increases the short-holding counter by 1. For calls over the same trunk that are 
within the normal range, it decreases the short-holding counter by 1. Thus, trunks 
that handle a normal variety of call lengths are not singled out as faulty. If the 
counter reaches the administered short-holding threshold, the system places a 
referral call.
If one long call exceeds the long-holding time, the system makes a referral call.
You cannot measure personal CO lines, out-of-service trunks, or trunks 
undergoing maintenance testing.
The referral call
The display or voice-synthesized message that accompanies an ACA call contains 
the following information:
nThe fact that this is an ACA call
nThe trunk access code, trunk group number, and trunk group member 
number
nThe type of referral (short or long holding time)
Once the referral call is answered, this information is displayed and remains 
displayed until the call is released. If the call is not answered within three minutes, 
the call stops.  The system places the call again after one hour, and continues to 
place the call hourly until someone answers.
The attendant or telephone user who receives the referral call can stop further calls 
by pressing the aca-halt button, if one is provided. This is a toggle button, and 
turns off the feature until the user presses the button again.
The audit trail
Each time a referral call is necessary, the system also adds a record to an audit 
trail. Audit trail records are available on the ACA Measurements Report. Each 
record contains the following information:
nTime and date of referral 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1164 Automatic circuit assurance 
20
nTrunk group number, trunk access code, and trunk group member
nThe type of referral (short or long holding time)
Interactions
nAdministrable Language Displays
You cannot administer languages for ACA messages.
nAUDIX
Do not set the referral-call extension to a telephone that covers to AUDIX. 
AUDIX could potentially overload with the volume of calls, because ACA 
calls remain active for up to three minutes.
nBusy Verification
Once you have identified a potentially defective trunk, you can use Busy 
Verification to check it.
nCentralized Attendant Services (CAS)
When CAS is activated, the referral-call destination must be on the local 
switch. The system interprets a referral destination of 0 as the local 
attendant, if one exists. The CAS attendant cannot activate or deactivate 
ACA referral calls at a branch location.
nDistributed Communications System (DCS)
Referral calls may be placed across a DCS network. One switch (the 
primary) is administered to receive ACA referred calls from remote nodes 
for all switches within the network. You must administer the ACA Remote 
PBX Identification field on the Feature-Related System Parameters screen 
with the PBX ID of the node that is designated as primary.
If ACA referral calls are sent off the switch that generates the referral, the 
display and voicing information indicating the failed trunk is lost, even if 
the referral call is made over a DCS network.
nNight Service
Referral calls to the attendant are not placed if the system is in Night 
Service mode.
nVisually Impaired Attendant Service
If the attendant presses the Display Status button and an ACA call has not 
been answered, then the words Automatic Circuit Assurance are voiced.
If a visually-impaired attendant presses the Display Status button and the 
ACA call has been answered, then the words Automatic Circuit Assurance 
and the extension assigned to the ACA call are voiced. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1165 Automatic Number Identification 
20
If your switch contains a voice-synthesis board, ACA referral calls are 
accompanied by an audible message identifying the type of ACA infraction 
encountered. The message is “Automatic circuit assurance  or 
 holding time threshold has been exceeded for trunk group  
member number .”
nVoice Message Retrieval
If you use Voice Message Retrieval, you can assign a nondisplay telephone 
as a referral destination.
nWideband Switching
ACA treats wideband-trunk calls as a single-trunk call and therefore 
triggers a single referral call. The call information shows the lowest 
B-channel trunk member associated with the wideband channel.
Automatic Number Identification
Inband Automatic Number Identification
Your switch uses Inband Automatic Number Identification (ANI) to interpret 
calling party information, such as a calling party number or a billing number.
Inband signaling is when information such as the address digits for the called 
party is delivered over the same trunk circuit used for the voice or data connection. 
(Out-of-band or ISDN signaling is when signaling information passes through a 
different signaling path than the one used for the voice or data connection.)
When a call is made from 555-3800 to your display phone at 81120, and the 
Incoming Tone (DTMF) ANI field is set to 
*ANI*DNIS*, your trunk group receives 
*5553800*81120*. If the field is set to 
ANI*DNIS*, your trunk group receives 
5553800*81120*. In both cases, Call From 555-3800 appears on your display.
If you do not use Inband ANI, the incoming trunk group name appears on your 
phone display.
Related topics
Refer to ‘‘
Trunk Group’’ on page 967 for information about setting Inband ANI 
on the trunk group form. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1166 Automatic Number Identification 
20
Outgoing Automatic Number Identification
Outgoing automatic number identification (ANI) applies to outgoing Russian  
multi-frequency (MF) ANI, R2-MFC ANI , and Spain  Multi Frequency Espana 
(MFE) ANI trunks only.
Use Outgoing ANI to specify the type of ANI to send on outgoing calls. You can 
define MF ANI (the calling party number, sent via multifrequency signaling) 
prefixes by class of restriction. This allows a switch to send different ANIs to 
different central offices.
For a tandem call that uses different types of incoming and outgoing trunks, the 
switch uses: 
nthe incoming trunk’s COR -assigned call type for Russian or R2-MFC 
outgoing trunks 
nARS call types for MFE outgoing trunks
Interactions
nAttendant Console
If an attendant extends a call, the attendant’s COR is used to select ANI.
nAuthorization Codes
The authorization code COR is not used to select the ANI. The extension’s 
ANI is used if an extension originates the call, and the ANI for the switch is 
used if the originating endpoint is an incoming trunk.
nBridged Call Appearance
A call from a bridged call appearance uses the ANI of the primary 
extension.
nCall Vectoring
The ANI of the originating party is used, not the ANI of the call vector, 
when a call vectoring route-to command routes a call over an outgoing 
trunk.
nDistributed Communications System (DCS)
In a DCS, the ANI sent to the CO is determined by the ANI for PBX on 
PBX_B, but the category sent to the CO is determined by the Category for 
MF ANI field on the Class of Restriction screen for the incoming DCS 
trunk or by the type of call.
nExpert Agent Selection (EAS)
The EAS agent’s login extension and COR is used to determine ANI.