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 
1477 Ringing — Abbreviated and Delayed 
20
Considerations
nYou cannot assign Ringing — Abbreviated and Delayed to an attendant 
console.
nYou can assign Abbreviated and Delayed Ringing to analog stations. 
However, because analog stations cannot visually alert, a user may 
unexpectedly answer an incoming call while intending to originate a call.
Interactions
nCall Coverage
If the number-of-rings interval for coverage is shorter than the automatic 
transition interval, a call redirects to coverage before audibly alerting a call 
appearance that has delayed ringing. However, timing continues for the 
automatic transition interval in case no coverage point is available and the 
call continues to alert at the station.
When a call is immediately redirected to coverage, the Abbreviated and 
Delayed ringing has no effect.
nCall Forwarding — Busy/Don’t Answer
When a call is forwarded because it is not answered in the specified time, 
the call stops alerting the station and is not affected by the Ringing — 
Abbreviated and Delayed feature. However, timing continues for the 
automatic transition interval in case forwarding fails and the call continues 
to alert at the station.
If the call forward don’t answer interval is shorter than the automatic 
transition interval, the call redirects to the forwarded-to extension before 
ringing a station with a ring type of delayed ringing.
nCall Vectoring — Expert Agent Selection — Logical Agents
Calls routed to a logical agent use the translations for the Ringing — 
Abbreviated and Delayed feature of the station being used by the agent.
nData Extension Calls
Data Extension calls are not affected by the ring values, but continue to be 
directed by the bridged call alerting administration.
nHospitality Features — Do Not Disturb
The Do Not Disturb feature takes precedence over the Ringing — 
Abbreviated and Delayed feature in blocking ringing to the station. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1478 Ringing — Abbreviated and Delayed 
20
nISDN — World Class Basic Rate Interface 
Several of the protocol variations supported by the World Class BRI feature 
do not permit the messaging required for control of the station’s ringer by 
Ringing — Abbreviated and Delayed. In this case, ring type is forced to a 
value of ring.
nMultiappearance Preselection and Preference
The system automatically selects any alerting call on a station whether or 
not it is ringing if the Per Button Ring Control field is set to 
n. If the field is 
set to 
y, it selects only audibly ringing calls.
nOff-Premises Station and Off-Premises Extension Lines
You must use ring type of “ring” for OPS and OPX lines.
nPCOL Calls
PCOL calls are not affected by the ring values, but continue to be directed 
by the bridged call alerting administration.
nRedirection Notification
If Redirection Notification is enabled, terminals only receive redirection 
notification if the alerting button or the first call appearance has an assigned 
ring value of ring or abbreviated ring. 
nTerminating Extension Group Calls
TEG calls are not affected by the ring values, but continue to be directed by 
the bridged call alerting administration.
nVoice Mail Systems
Voice mail systems may look for ringing applied to a port to trigger call 
answer. Undesirable adjunct operation may result if ring-type translations 
are inappropriately set for ports serving these adjuncts. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1479 Security violations notification 
20
Security violations notification
When a security violation occurs, security violations notification (SVN) notifies a 
designated referral point. This can be an attendant console, a display-equipped 
phone, or a phone without display for SVN referral calls with announcements.
The system monitors and reports on the following types of security violations:
nLogin violations
nRemote access barrier code violations
nAuthorization code violations
nStation security code violations
DEFINITY ECS provides the option to log a major alarm if a security violation 
occurs involving a Lucent Technologies services login ID. Lucent Technologies is 
responsible for retiring the alarm.
Refer to DEFINITY ECS Reports for more information on how to run reports, and 
respond to security violations.
To effectively monitor the security of your system, you need to know how often 
both valid and invalid attempts at system entry are normally made. Then you will 
know if the number of invalid attempts is unusually high. A significant increase in 
such attempts can mean the system is being compromised.
NOTE:
It is recommended that you print and clear the security-violation 
measurement reports at least once a month. In a busy system, once a week is 
not too frequent.
Security violation thresholds and notification
As an example, you may determine that during a forty-hour week, it’s normal for 
users to submit about 1,000 valid barrier codes and 150 invalid barrier codes; that 
is, about 3.75 invalid barrier codes are submitted per hour.
With this information, you may decide to declare that a security violation occurs 
during any hour in which 8 invalid barrier codes are submitted. If you know that 
during an 8-hour period, about 30 invalid codes are submitted, you might set the 
threshold to count a security violation when 40 invalid codes are submitted within 
eight hours.
You can administer SVN to place a referral call to the location of your choice 
whenever the established thresholds are reached. All SVN referral calls are 
priority calls.  
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1480 Security violations notification 
20
Invalid attempts accumulate at different rates in the various security arenas (login, 
authorization code, remote access, and station security code), depending on 
feature usage and the number of users on a server. For this reason, you administer 
thresholds separately for each type of violation.
Sequence of events
The following is the sequence of events that occur when an SVN is enabled and a 
detects a security violation:
1. SVN parameters are exceeded (the number of invalid attempts permitted in 
a specified time interval is exceeded).
2. An SVN referral call (with announcements, if assigned) is placed to a 
designated point, and SVN provides an audit trail containing information 
about each attempt to access the switch.
3. SVN disables a login ID or Remote Access following the security 
violation.
4. The login ID or Remote Access remains disabled until re-enabled by an 
authorized login ID, with the correct permissions.
Reporting
The system reports information about security violations in the following ways:
nIn real time — you can use the monitor security-violations command to 
monitor security violations as they may be occurring. Enter this command, 
followed by the type of security violation you want to monitor (logins, 
remote-access, authorization-codes, or station-security-codes).
nOn an immediate basis — when a security violation occurs, the system 
sends a priority call to a designated referral point (attendant console or 
phone). Thus, there is some chance of apprehending the violator during the 
attempted violation.
Upon notification, you can request the Security Violations Status Reports , 
which show details of the last 16 security violations of each type. The 
Barrier Code and Authorization Code reports  also include the calling party 
number from which the attempt was made, where available.
nOn a historical basis — the number of security violations of each type, as 
well as other security measurements, are collected and displayed in the 
Security Violations Summary and Detail reports. These reports show 
summary information since the counters were reset by the 
clear 
measurements security-violations
 command or since system 
initialization. They do not show all aspects of the individual security 
violations. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1481 Security violations notification 
20
SVN- halt buttons
You can administer buttons for the notification extension to stop notification calls. 
However, this may pose a security risk. Do not use these buttons if you do not 
really need them.
To find out what svn-halt buttons exist in the system, type 
display 
svn-button-location
 and press RETURN.
The SVN Button Locations screen appears.
SVN Referral Call With Announcement
The SVN Referral Call with Announcement option has the capacity to provide a 
recorded message identifying the type of violation accompanying the SVN 
referral call. Using Call Forwarding, Call Coverage, or Call Vector Time-of-Day 
Routing (to route to an extension or a number off the switch), SVN referral calls 
with announcements can terminate to a point on or off the switch.
Use of other means to route SVN referral calls to alternate destinations are not 
supported at this time. An attempt to use an alternate method to route SVN 
referral calls may result in a failure to receive the call or to hear the 
announcement.
SVN BUTTON LOCATIONS
LOGIN SECURITY VIOLATIONS
Name: Administrator______________
Extension: 81234____
REMOTE ACCESS SECURITY VIOLATIONS
Name: Administrator______________
Extension: 81234____
AUTHORIZATION CODE SECURITY VIOLATIONS
Name: Administrator II___________
Extension: 81235____
STATION SECURITY CODE VIOLATIONS
Name: Administrator II___________
Extension: 81235____
----------------------------------------------------------------------------
     -------------------------------------------------------------------------- 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1482 Security violations notification 
20
Considerations
nYou may only administer one referral destination per system for each type 
of violation.
nExercise caution when administering bridged appearances for stations that 
are used as SVN referral destinations. SVN referral calls terminating to 
bridged appearances must be accompanied by an announcement message 
or must route to bridge appearances equipped with a display module. SVN 
referral calls that do not have an announcement and terminate to a bridged 
appearance not having a display will not provide an indication of the nature 
of the call.
nAn authorization code violation with remote access generates two SVNs -- 
one displaying “authorization code violation” and one displaying “barrier 
code violation,” even though the correct barrier code was input. These two 
displays help you determine that the violation took place in the context of a 
remote access attempt, not an attempt to place an outgoing call to an ARS 
trunk.
Interactions
nCall Coverage, Call Forwarding, and Call Pickup 
These items are supported for SVN only if you use recorded 
announcements.
nCentralized Attendant Services (CAS)
CAS attendants cannot receive referral calls from branch locations.
nDistributed Communications System (DCS)
SVN does not support referral calls across a DCS network. 
Related topics
‘‘
Monitoring the Access Security Gateway history log’’ on page 323
Refer to ‘‘Login Administration’’ on page 804 to disable a login following a 
security violation.
Refer to ‘‘
Setting up security violations notification’’ on page 328 for instructions.
Refer to ‘‘
Recording announcements’’ on page 368 to record announcements. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1483 Service observing 
20
Service observing
Designated users, normally supervisors, can listen to other users’ calls. This 
capability is often used to train agents and monitor service quality in call centers 
and other environments where employees serve customers over the phone. On 
DEFINITY, this is called “service observing” and the user observing calls is the 
“observer.”
This section describes service observing in environments without Automatic Call 
Distribution (ACD) or call vectoring. Refer to DEFINITY ECS Guide to ACD Call 
Centers to use service observing in those environments.
Brief description
Observers can monitor calls to any of the following:
nan extension
na vector directory number (VDN) (on systems with call vectoring)
na logical agent ID (on systems with Expert Agent Selection)
Note that service observing allows you to observe calls to one particular 
extension, not all calls to all extensions at a terminal.
Observers can monitor calls in one of two modes: “listen-only” or 
“listen-and-talk.” The latter permits an observer to hear and speak with all parties 
on a call. The person being monitored doesn’t know an observer is listening to the 
call unless you administer DEFINITY ECS to provide a monitoring tone.
!WARNING:
Listening to someone else’s calls may be subject to federal, state, or 
local laws, rules, or regulations. It may require the consent of one or 
both of the parties on the call. Familiarize yourself with all applicable 
laws, rules, and regulations and comply with them when you use this 
feature.
Observers can use remote access to monitor calls when they’re off-site. In systems 
with call vectoring, a vector can control access to service observing.  
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1484 Service observing 
20
How to observe calls
Observers press the service observing button on their phone or dial a feature 
access code, and then dial the extension they want to observe. When using a 
service observing button, observers start in listen-only mode and can toggle 
between listen-only and listen/talk mode by pressing the button. The button lamp 
indicates which mode the observer is in.
By contrast, there are different feature access codes for listen-only and 
listen-and-talk modes. When observers initiate sessions with a feature access 
code, they must choose one of the two modes at the start of the session. They 
cannot switch to the other mode without ending the session and beginning another. 
The feature access codes for service observing are:
nService Observing Listen Only Access Code
nService Observing Listen/Talk Access Code
NOTE:
Feature access codes are required for remote observing.
An observer can observe an agent who is not active on a call. The observer is in 
wait state until the agent receives a call, and then the observer is bridged onto the 
call.
To deactivate Service Observing, the observer hangs up, selects another call 
appearance, or presses the disconnect or release button.
Restrictions
Two observers can’t monitor the same extension or the same call simultaneously. 
If user A is observing an extension and user B tries to observe it, B gets a busy 
signal. If 2 extensions are being observed independently and one calls the other, 
only the observer of the calling extension observes the call. The observer of the 
called extension goes into wait state until the call is over.
Phone displays
A local observer’s phone display shows exactly what is displayed on the observed 
phone’s display, followed by the letters “so”. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1485 Service observing 
20
Trunk calls
If a user makes a trunk-call, observation starts after the user finishes dialing. On 
central office (CO) trunks, dialing is considered complete when answer 
supervision is returned or when answer supervision timeout occurs. 
Service observing cannot be activated over trunks without disconnect supervision. 
Any attempt is denied.
Warning and conference tones
If you administer a tone to notify the parties on a call when they are being 
observed, you can choose between a warning tone and conference tone. If you 
select warning tone, a unique 2-second, 440-Hz warning tone plays before an 
observer connects to the call. While the call is observed, a shorter version of this 
tone repeats every 12 seconds. If you select conference tone, all parties will hear 
conference tone before an observer connects to the call. However, unlike warning 
tone the conference tone is not repeated.
Interactions
nAttendants
An attendant can be observed but cannot be an observer.
nBridged Appearances
You can only observe calls on primary extensions, not on bridged 
appearances. For example, let’s say you’re observing extension 3082 and 
this phone also has a bridged appearance for extension 3282. You can’t 
observe calls to 3282.
nBusy-Verification 
You can’t observe an extension that’s being busy-verified. You can’t 
busy-verify an extension that’s being observed.
nCall Coverage/Call Pickup
An observer cannot observe a call answered by a covering agent or a 
member of a pickup group unless the called agent bridges onto the call.
nCall Park
An observer cannot park the call they are observing. 
nCall Waiting
Incoming calls cannot wait on a single-line phone that is being observed. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1486 Service observing 
20
nConference
Observers cannot initiate a conference while observing.
If an observed user starts a conference or enters a conference with fewer 
than 6 parties, the observer is placed in wait state until the call is connected. 
Then the observer observes the conference and is counted as one party in 
the conference. (Conference members are observed during a conference 
regardless of their COR setting.) In addition, the observer is bridged onto 
any calls the user makes or receives before the conference is complete. 
When the user leaves the conference, the observer also leaves and returns to 
observing the original call.
nData Privacy
You can’t observe an extension on which Data Privacy is active. You also 
can’t observe an extension while it’s on a conference call with another 
extension using Data Privacy.
nData Restriction
You can’t observe an extension on which Data Restriction is active. You 
also can’t observe an extension while it’s on a conference call with another 
extension using Data Restriction.
nIntegrated Directory
Observers do not hear users dialing when the latter use this feature.
nDCS
To observe stations on another node (a DCS station extension), you must 
set up remote-access service observing. Service observing displays are not 
transmitted across DCS networks.
nHold
Observers cannot place calls on hold while they’re observing. If a user 
places a call on hold, the observer enters wait state. 
nLeave Word Calling
Parties on an observed call cannot use LWC.
nMusic-on-Delay/Music-on-Hold
If an observer is in listen/talk mode, neither caller nor observer hears 
music-on-hold. If an observer is in listen-only mode, the caller hears 
music-on-hold but the observer does not. 
nPrivacy — Manual Exclusion
You can’t observe an extension on which Privacy — Manual Exclusion is 
active. You also can’t observe an extension while it’s on a conference call 
with another extension using Privacy — Manual Exclusion.