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Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide

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    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    References 
    1607 Basic DEFINITY ECS documents 
    21
    DEFINITY ECS Release 8.2 — Installation for Adjuncts and Peripherals, 
    555-233-116, Issue 1
    Provides procedures and information for hardware installation and initial testing 
    of ECS adjunct and peripheral systems and equipment.
    DEFINITY ECS Release 8.2 — Installation and Test for Compact Modular 
    Cabinets, 555-233-118, Issue 1
    Provides procedures and information for hardware installation and initial testing 
    of compact modular cabinets.
    DEFINITY ECS Release 8.2 — ATM Installation, Upgrades, and 
    Administration, 555-233-124, Issue 1
    Provides step-by-step instructions for how to install, upgrade, and administer 
    ATM switches.
    DEFINITY ECS Release 8.2 — Installation and Maintenance for Survivable 
    Remote EPN, 555-233-121, Issue 1
    Describes how to install, cable, test, and perform maintenance on a Survivable 
    Remote Expansion Port Network (SREPN). Provides power, ground, and fiber 
    connections.
    DEFINITY ECS Release 8.2 — Upgrades and Additions for R8.2r, 
    555-233-115, Issue 1
    Provides procedures for an installation technician to upgrade an existing 
    DEFINITY Communications System or DEFINITY ECS to DEFINITY ECS 
    Release 8.2.
    Includes upgrade considerations, lists of required hardware, and step-by-step 
    upgrade procedures. Also includes procedures to add control carriers, switch node 
    carriers, port carriers, circuit packs, auxiliary cabinets, and other equipment.
    DEFINITY ECS Release 8.2 — Upgrades and Additions for R8.2si, 
    555-233-122, Issue 1
    Provides procedures for an installation technician to upgrade an existing 
    DEFINITY Communications System or DEFINITY ECS to DEFINITY ECS 
    Release 8.2. 
    Includes upgrade considerations, lists of required hardware, and step-by-step 
    upgrade procedures. Also includes procedures to add control carriers, switch node 
    carriers, port carriers, circuit packs, auxiliary cabinets, and other equipment. 
    						
    							DEFINITY ECS Release 8.2
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    21
    DEFINITY ECS Release 8.2 — Maintenance for R8.2r, 555-233-117, Issue 1
    Provides detailed descriptions of the procedures for monitoring, testing, 
    troubleshooting, and maintaining the R8.2r ECS. Included are maintenance 
    architecture, craft commands, step-by-step trouble-clearing procedures, the 
    procedures for using all tests, and explanations of the system’s error codes.
    DEFINITY ECS Release 8.2 — Maintenance for R8.2si, 555-233-123, Issue 1
    Provides detailed descriptions of the procedures for monitoring, testing, 
    troubleshooting, and maintaining the R8.2si ECS. Included are maintenance 
    architecture, craft commands, step-by-step trouble-clearing procedures, the 
    procedures for using all tests, and explanations of the system’s error codes.
    DEFINITY ECS Release 8.2 — Maintenance for R8.2csi, 555-233-119, Issue 1
    Provides detailed descriptions of the procedures for monitoring, testing, 
    troubleshooting, and maintaining the R8.2csi (Compact Modular Cabinet) ECS. 
    Included are maintenance architecture, craft commands, step-by-step 
    trouble-clearing procedures, the procedures for using all tests, and explanations of 
    the system’s error codes. 
    Call center documents
    These documents are issued for DEFINITY ECS Call Center applications. The 
    intended audience is DEFINITY ECS administrators.
    DEFINITY
    DEFINITY ECS Release 8 — Guide to ACD Call Centers, 555-233-503, Issue 2
    This module contains information about the call center-specific features of the 
    DEFINITY ECS. 
    DEFINITY ECS Release 8 — Call Vectoring/EAS Guide, 555-230-521, Issue 4
    Provides information on how to write, use, and troubleshoot vectors, which are 
    command sequences that process telephone calls in an Automatic Call 
    Distribution (ACD) environment.
    It is provided in two parts: tutorial and reference. The tutorial provides 
    step-by-step procedures for writing and implementing basic vectors. The 
    reference includes detailed descriptions of the call vectoring features, vector 
    management, vector administration, adjunct routing, troubleshooting, and 
    interactions with management information systems (including the Call 
    Management System). 
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
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    References 
    1609 Basic DEFINITY ECS documents 
    21
    DEFINITY ECS Release 7— Basic Call Management System (BCMS) 
    Operations, 555-230-706, Issue 2
    Provides detailed instructions on how to generate reports and manage the system. 
    It is intended for telecommunications managers who wish to use Basic Call 
    Management System (BCMS) reports and for system managers responsible for 
    maintaining the system.
    CentreVu CMS
    The following documents provide information about administration and use of the 
    CentreVu Call Management System (CMS).
    Lucent Call Center’s Little Instruction Book for Basic Administration, 
    585-210-935, Issue 1
    Lucent Call Center’s Little Instruction Book for Advanced Administration, 
    585-210-936, Issue 1
    CentreVu Call Management System Release 3 Version 8 — Administration, 
    585-210-910, Issue 1
    CentreVu Call Management System — Database Items, 585-210-939, Issue 1
    CentreVu Call Management System Release 3 Version 8 — External Call 
    History Interface, 585-210-912, Issue 1
    CentreVu Call Management System Release 3 Version 8 — Upgrades and 
    Migrations, 585-210-913, Issue 1
    CentreVu Call Management System Release 3 Version 8 — Software 
    Installation and Setup, 585-210-941, Issue 1
    CentreVu Call Management System Release 3 Version 8 — Maintenance and 
    Troubleshooting, 585-210-919, Issue 1
    CentreVu Advocate Release 8— User Guide, 585-210-927, Issue 1
    CentreVu Supervisor Version 8— Installation and Getting Started, 
    585-210-928, Issue 1
    CentreVu Supervisor Version 8— Reports, 585-210-929, Issue 1
    CentreVu Report Designer Version 8— User Guide, 585-210-930, Issue 1
    CentreVu Call Management System — Forecast, 585-215-825, Issue 1
    CentreVu Call Management System — Custom Reports, 585-215-822, Issue 2 
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    References 
    1610 Basic DEFINITY ECS documents 
    21
    Application-specific documents
    These documents support specific DEFINITY applications.
    ACD
    DEFINITY Communications Systems G3 — Automatic Call Distribution 
    (ACD) Agent Instructions, 555-230-722, Issue 5
    Provides information for use by agents after they have completed ACD training. 
    Includes descriptions of ACD features and the procedures for using them.
    DEFINITY Communications Systems G3 — Automatic Call Distribution 
    (ACD) Supervisor Instructions, 555-230-724, Issue 4
    Provides information for use by supervisors after they have completed ACD 
    training. Includes descriptions of ACD features and the procedures for using them.
    Console operations
    The primary audience for these documents consists of attendant console users.
    DEFINITY ECS Release 7 — Console Operations, 555-230-700, Issue 4
    Provides operating instructions for the attendant console. Included are 
    descriptions of the console control keys and functions, call-handling procedures, 
    basic system troubleshooting information, and routine maintenance procedures.
    DEFINITY ECS Release 7 — Console Operations Quick Reference, 
    555-230-890, Issue 3
    Provides operating instructions for the attendant console. Included are 
    descriptions of the console control keys and functions, call-handling procedures, 
    basic system troubleshooting information, and routine maintenance procedures. 
    This document is availabe in languages other than English and can be ordered 
    from the BCS Publications Catalog web site.
    Hospitality
    DEFINITY ECS and Guestworks Release 8.2 — Hospitality Operations, 
    555-233-755, Issue 1
    Provides step-by-step procedures for using the features available for the lodging 
    and health industries to improve their property management and to provide 
    assistance to their employees and clients. Includes detailed descriptions of reports. 
    						
    							DEFINITY ECS Release 8.2
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    1611 Basic DEFINITY ECS documents 
    21
    Non-U.S. audiences
    DEFINITY ECS — Application Notes for Type Approval
    Describes specific hardware and administration required to operate the 
    DEFINITY ECS in countries outside the United States. Available on the 
    DEFINITY ECS Release 8.2 Library CD only.  
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    1612
    Glossary and abbreviations 
     
    GL
    Glossary and abbreviations
    Numerics
    800 service
    A service in the United States that allows incoming calls from certain areas to an assigned number for a 
    flat-rate charge based on usage.
    A
    AA
    Archangel. See angel.
    AAC
    ATM access concentrator
    AAR
    See Automatic Alternate Routing (AAR).
    abandoned call
    An incoming call in which the caller hangs up before the call is answered.
    Abbreviated Dialing (AD)
    A feature that allows callers to place calls by dialing just one or two digits.
    AC
    1. Alternating current.
    2. See Administered Connection (AC)
    .
    AAR
    Automatic Alternate Routing
    ACA
    See Automatic Circuit Assurance (ACA).
    ACB
    See Automatic Callback (ACB).
    ACD
    See Automatic Call Distribution (ACD).
    ACD agent
    See agent.
    ACU
    See Automatic calling unit (ACU)
    ACW
    See after-call work (ACW) mode.
    access code
    A 1-, 2-, or 3-digit dial code used to activate or cancel a feature, or access an outgoing trunk. 
    						
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    Glossary and abbreviations 
    1613  
    access endpoint
    Either a nonsignaling channel on a DS1 interface or a nonsignaling port on an analog tie-trunk circuit pack 
    that is assigned a unique extension.
    access tie trunk
    A trunk that connects a main communications system with a tandem communications system in an electronic 
    tandem network (ETN). An access tie trunk can also be used to connect a system or tandem to a serving office 
    or service node. Also called access trunk.
    access trunk
    See access tie trunk
    .
    ACCUNET
    A trademarked name for a family of digital services offered by AT&T in the United States.
    ACD
    See Automatic Call Distribution (ACD). ACD also refers to a work state in which an agent is on an 
    ACD call.
    ACD work mode
    See work mode
    .
    active-notification association
    A link that is initiated by an adjunct, allowing it to receive event reports for a specific switch entity, such as an 
    outgoing call.
    active-notification call
    A call for which event reports are sent over an active-notification association (communication channel) to the 
    adjunct. Sometimes referred to as a monitored call.
    active notification domain
    VDN or ACD split extension for which event notification has been requested.
    ACU
    See Automatic calling unit (ACU).
    AD
    See Abbreviated Dialing (AD).
    ADAP
    AUDIX Data Acquisition Package
    ADC
    See analog-to-digital converter (ADC).
    adjunct
    A processor that does one or more tasks for another processor and that is optional in the configuration of the 
    other processor. See also application
    .
    adjunct-control association
    A relationship initiated by an application via Third Party Make Call, the Third Party Take Control, or Domain 
    (Station) Control capabilities to set up calls and control calls already in progress.
    adjunct-controlled call
    Call that can be controlled using an adjunct-control association. Call must have been originated via Third 
    Pa r t y  M a k e  C a l l or Domain (Station) Control capabilities or must have been taken control of via Third Party 
    Ta k e  C o n t ro l or Domain (Station) Control capabilities. 
    						
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    Glossary and abbreviations 
    1614  
    adjunct-controlled split
    An ACD split that is administered to be under adjunct control. Agents logged into such splits must do all tele-
    phony work, ACD login/ logout, and changes of work mode through the adjunct (except for auto-available 
    adjunct-controlled splits, whose agents may not log in/out or change work mode).
    adjunct-monitored call
    An adjunct-controlled call, active-notification call, or call that provides event reporting over a domain-control 
    association.
    Adjunct-Switch Application Interface (ASAI)
    A recommendation for interfacing adjuncts and communications systems, based on the CCITT Q.932 specifi-
    cation for layer 3.
    ADM
    Asynchronous data module
    administer
    To access and change parameters associated with the services or features of a system.
    Administered Connection (AC)
    A feature that allows the switch to automatically establish and maintain end-to-end connections between 
    access endpoints (trunks) and/or data endpoints (data modules).
    administration group
    See capability group
    .
    administration terminal
    A terminal that is used to administer and maintain a system. See also terminal
    .
    Administration Without Hardware (AWOH)
    A feature that allows administration of ports without associated terminals or other hardware.
    ADU
    See asynchronous data unit (ADU).
    AE
    See access endpoint.
    after-call work (ACW) mode
    A mode in which agents are unavailable to receive ACD calls. Agents enter the ACW mode to perform 
    ACD-related activities such as filling out a form after an ACD call.
    AG
    ASAI Gateway
    agent
    A person who receives calls directed to a split. A member of an ACD hunt group or ACD split. Also called an 
    ACD age nt.
    agent report
    A report that provides historical traffic information for internally measured agents.
    AIM
    Asynchronous interface module
    AIOD
    Automatic Identification of Outward Dialing
    ALBO
    Automatic Line Build Out 
    						
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    1615  
    All trunks busy (ATB)
    The state in which no trunks are available for call handling.
    ALM-ACK
    Alarm acknowledge
    American Standard Code for Information Interchange 
    See ASCII (American Standard Code for Information Interchange)
    .
    AMW
    Automatic Message Waiting
    AN
    Analog
    analog
    The representation of information by continuously variable physical quantities such as amplitude, frequency, 
    and phase. See also digital
    .
    analog data
    Data that is transmitted over a digital facility in analog (PCM) form. The data must pass through a modem 
    either at both ends or at a modem pool at the distant end.
    analog telephone
    A telephone that receives acoustic voice signals and sends analog electrical signals along the telephone line. 
    Analog telephones are usually served by a single wire pair (tip and ring). The model-2500 telephone set is a 
    typical example of an analog telephone.
    analog-to-digital converter (ADC)
    A device that converts an analog signal to digital form. See also digital-to-analog converter (DAC)
    .
    angel
    A microprocessor located on each port card in a processor port network (PPN). The angel uses the con-
    trol-channel message set (CCMS) to manage communications between the port card and the archangel on the 
    controlling switch-processing element (SPE). The angel also monitors the status of other microprocessors on 
    a port card and maintains error counters and thresholds.
    ANI
    See Automatic Number Identification (ANI).
    ANSI
    American National Standards Institute. A United States professional/technical association supporting a vari-
    ety of standards.
    answerback code
    A number used to respond to a page from a code-calling or loudspeaker-paging system, or to retrieve a parked 
    call.
    AOL
    Attendant-offered load
    AP
    Applications processor
    APLT
    Advanced Private-Line Termination 
    						
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    1616  
    appearance
    A software process that is associated with an extension and whose purpose is to supervise a call. An extension 
    can have multiple appearances. Also called call appearance, line appearance, and occurrence. See also call 
    appearance.
    application
    An adjunct that requests and receives ASAI services or capabilities. One or more applications can reside on a 
    single adjunct. However, the switch cannot distinguish among several applications residing on the same 
    adjunct and treats the adjunct, and all resident applications, as a single application. The terms application and 
    adjunct are used interchangeably throughout this document.
    applications processor
    A micro-computer based, program controlled computer providing application services for the DEFINITY 
    switch. The processor is used with several user-controlled applications such as traffic analysis and electronic 
    documentation.
    application service element
    See capability group
    .
    architecture
    The organizational structure of a system, including hardware and software.
    ARS
    See Automatic Route Selection (ARS).
    ASAI
    See Adjunct-Switch Application Interface (ASAI)
    ASCII (American Standard Code for Information Interchange)
    The standard code for representing characters in digital form. Each character is represented by an 8-bit code 
    (including parity bit).
    association
    A communication channel between adjunct and switch for messaging purposes. An active association is one 
    that applies to an existing call on the switch or to an extension on the call.
    asynchronous data transmission
    A method of transmitting data in which each character is preceded by a start bit and followed by a stop bit, 
    thus permitting data characters to be transmitted at irregular intervals. This type transmission is advantageous 
    when transmission is not regular (characters typed at a keyboard). Also called asynchronous transmission. See 
    also synchronous data transmission
    .
    asynchronous data unit (ADU)
    A device that allows direct connection between RS-232C equipment and a digital switch.
    Asynchronous Transfer Mode (ATM)
    A packet-like switching technology in which data is transmitted in fixed-size (53-byte) cells. ATM provides 
    high-speed access for data communication in LAN, campus, and WAN environments.
    AT B
    See All trunks busy (ATB). 
    AT D
    See Attention dial (ATD).
    attendant
    A person at a console who provides personalized service for incoming callers and voice-services users by per-
    forming switching and signaling operations. See also attendant console
    . 
    						
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