Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide

							DEFINITY ECS Release 8.2
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4. In the Grp field, type 1.
This is the number of the intercom group. Since an extension can belong to 
more than one intercom group, you must assign a group number to 
intercom buttons.
5. In the DC field, type 
2.
This is the dial code for extension 2011, the destination extension.
6. Press 
ENTER to save your changes.
7.Repeat steps 1–6 for extension 2011.
Assign a dial code of 
1 to 2011’s automatic intercom button.
To give a member of a group the ability to make intercom calls to all the other 
members, administer a Dial Intercom button on the member’s phone. Type the 
number of the intercom group in the Grp field beside the Dial Intercom button.
You can also give one user instant, one-way access to another. For example, to 
give user A instant, one-way access to user B, administer an Automatic Intercom 
button on A’s phone only. You don’t have to administer any intercom button on 
B’s phone. If B has a Dial Intercom button, he can make an intercom call to A the 
same way as he would to any other group member.
When users are in the same call pickup group, or if Directed Call Pickup is 
enabled on your switch, one user can answer an intercom call to another user. To 
allow users to pick up intercom calls to other users, you must enter y in the Call 
Pickup on Intercom Calls field on the
 Feature-Related System Parameters screen.
Related topics
Refer to ‘‘
Abbreviated Dialing’’ on page 1129 for information on another way for 
users to call each other without dialing complete extension numbers. 
Refer to ‘‘
Intercom’’ on page 1377 for detailed information on intercom 
functions.
Observing calls
Use this procedure to allow designated users, normally supervisors, to listen to 
other users’ calls. This capability is often used to monitor service quality in call 
centers and other environments where employees serve customers over the phone. 
On DEFINITY ECS, this is called “service observing” and the user observing 
calls is the “observer.” 
						

							DEFINITY ECS Release 8.2
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This section describes service observing in environments without Automatic Call 
Distribution (ACD) or call vectoring. To use service observing in those 
environments, refer to DEFINITY ECS Guide to ACD Call Centers.
Before you start
On the System Parameter Customer-Options screen, verify the:
nService Observing (Basic) field is y.
If you want to enable remote service observing by allowing remote users to dial a 
feature access code, verify the:
nService Observing (Remote/By FAC) field is y
If the appropriate field is not enabled, contact your Lucent representative.
Instructions
!SECURITY ALERT:
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.
In this example, we’ll set up service observing for a manager. The manager’s class 
of restriction is 5. We’ll assign a feature button to the manager’s phone and allow 
her to monitor calls on local extensions that have a class of restriction of 10. 
Everyone on an observed call will hear a repetitive warning tone.
To set up service observing:
1. Set the observer’s class of restriction to permit service observing:
a. In the Class of Restriction screen for COR 5, type 
y in the Can Be A 
Service Observer? field.
b. Move to the page of the Class of Restriction screen that shows 
service observing permissions.
c. Type 
y in the field for class of restriction 10.
2. In the Class of Restriction screen for COR 10, type 
y in the Can Be Service 
Observed? field.
Anyone with class of restriction 5 now has permission to observe 
extensions with class of restriction 10. To further restrict who can observe 
calls or be observed, you may want to create special classes of restriction 
for both groups and use these classes only for the appropriate extensions. 
						

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3.In the Station screen, assign a Service Observing button to the observer’s 
phone.
A service observing button permits users to switch between listen-only and 
listen-and-talk modes simply by pressing the button.
4. To activate the warning tone, type 
y in the Service Observing — Warning 
Tone field on the
 Feature-Related System Parameters screen.
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. 
In order for users to activate service observing by feature access codes, use the 
Feature Access Code screen to administer codes in one or both of the following 
fields:
nService Observing Listen Only Access Code
nService Observing Listen/Talk Access Code
When using feature access codes, observers must choose a mode at the start of the 
session. They cannot switch to the other mode without ending the session and 
beginning another.
NOTE:
Feature access codes are required for remote observing.
Related topics
Refer to ‘‘Service observing’’ on page 1483
 for detailed information on service 
observing. 
						

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							Managing data calls 
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Managing data calls
Types of data connections
You can use the DEFINITY system to allow the following types of data 
elements/devices to communicate to the world:
nData Terminals
nPersonal computers
nHost Computers (for example, CentreVu CMS or Intuity AUDIX)
nDigital Phones (Digital Communications Protocol (DCP) and Integrated 
Services Digital Network-Basic Rate Interface (ISDN-BRI))
nAudio/Video Equipment
nPrinters
nLocal Area Networks (LAN)
You enable these connections using a large variety of data communications 
equipment, such as:
nModems
nData Modules
nAsynchronous Data Units (ADUs)
nModem Pools
nData/modem pooling circuit packs 
						

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Once you have connected these data devices to the switch, you can use networking 
and routing capabilities to allow them to communicate with other devices over 
your private network or the public network.
This section describes the system features available to enable data 
communications.
Data Call Setup
Data Call Setup provides multiple methods to set up a data call:
nData-terminal (keyboard) dialing
nTelephone dialing
nHayes AT command dialing
nAdministered connections
nHotline dialing
Administering Data Call Setup
For data-terminal dialing:
1. Choose one of the following data modules and administer all fields:
nProcessor/Trunk Data Module
nData Line Data Module
n7500 Data Module
2. On the Modem Pool Group screen, administer the Circuit Pack 
Assignments field.
Refer to ‘‘
Modem Pool Group’’ on page 817 for more information.
For telephone dialing:
1. Choose one of the following:
nOn the Feature Access Code screen, administer the Data Origination 
Access Code field. Refer to ‘‘
Feature Access Code’’ on page 619 for 
more information.
nOn the Station screen, assign one button as data-ext (Ext:). Refer to 
‘‘
Station’’ on page 882 for more information.
2. Choose one of the following data modules and administer all fields:
nProcessor/Trunk Data Module
nData Line Data Module 
						

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3. On the Modem Pool Group screen, administer the Circuit Pack 
Assignments field. Refer to ‘‘
Modem Pool Group’’ on page 817 for more 
information.
Depending on the hardware used, assign ports to the following:
nData modules
n7400D-series or CALLMASTER digital telephones
n7500D-series telephones with asynchronous data module (ADM)
nAnalog modems (port is assigned using 2500 telephone screen)
Characters used in Data Call Setup
Basic-digit dialing is provided through an ADM or 7500B data module. The user 
can enter digits from 0 to 9, *, and # from a 7500 or 8500 series telephone keypad 
or an EIA-terminal interface. In addition, the user can dial the following special 
characters.
Each line of dialing information can contain up to 42 characters (the + an
d % 
characters count as two each).
Examples of dialing are:
nDIAL: 3478
nDIAL: 9+(201) 555-1212
Table 4. Special characters
Character Use
SPACE, -, (, and) improves legibility. The switch ignores these 
characters during dialing.
+ character (wait) interrupts or suspends dialing until the user 
receives dial tone
, (pause) inserts a 1.5-second pause
% (mark) indicates digits for end-to-end signaling 
(touch-tone). This is required when the trunk is 
rotary. It is not required when the trunk is 
touch-tone.
UNDERLINE or BACKSPACEcorrects previously typed characters on the same 
line
@ deletes the entire line and starts over with a new 
DIAL: prompt 
						

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nDIAL: 8, 555-2368
nDIAL: 9+555-2368+%9999+123 (remote access)
The following call-progress messages and their meanings are provided for DCP 
and ISDN-BRI modules.
Table 5. Call-progress messages
Message Application Meaning
DIAL: DCP Equivalent to dial tone. Enter the desired 
number or FAC followed by Enter.
CMD BRI Equivalent to dial tone. Enter the desired 
number or FAC followed by Enter.
RINGING DCP, BRI Equivalent to ringing tone. Called 
terminal is ringing.
BUSY DCP, BRI Equivalent to busy tone. Called number 
is busy or out of service.
ANSWERED DCP, BRI Call is answered.
ANSWERED - 
NOT DATADCP Call is answered and a modem answer 
tone is not detected.
TRY AGAIN DCP, BRI Equivalent to reorder tone. System 
facilities are currently not available.
DENIED DCP, BRI Equivalent to intercept tone. Call cannot 
be placed as dialed.
ABANDONED DCP, BRI Calling user has abandoned the call.
NO TONE DCP, BRI Tone is not detected.
CHECK 
OPTIONSDCP, BRI Data-module options are incompatible.
XX IN QUEUE DCP, BRI Current position in queue. 
PROCESSING DCP, BRI Out of queue. Facility is available.
TIMEOUT DCP, BRI Time is exceeded. Call terminates.
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DCP data modules
Data-terminal dialing 
DCP data-terminal dialing allows a user to set up and disconnect data calls 
directly from a data terminal as follows.
1. At the DIAL: prompt, the user types the data number. The message 
RINGING displays.
2. If the call is queued, the message WAIT, XX IN QUEUE displays. The 
queue position XX updates as the call moves up in queue. FORWARDED DCP, BRI Equivalent to redirection-notification 
signal. Called terminal activates Call 
Forwarding and receives a call, and call 
is forwarded.
INCOMING 
CALLDCP, BRI Equivalent to ringing.
INVALID 
ADDRESSDCP Entered name is not in 
alphanumeric-dialing table.
WRONG 
ADDRESSBRI Entered name is not in 
alphanumeric-dialing table.
PLEASE ANS- DCP, BRI Originating telephone user transferred 
call to data module using One-Button 
Transfer to Data.
TRANSFER DCP Data Call Return-to-Voice is occurring.
CONFIRMED DCP, BRI Equivalent to confirmation tone. Feature 
request is accepted, or call has gone to a 
local coverage point.
OTHER END DCP, BRI Endpoint has terminated call.
DISCONNECTED DCP, BRI Call is disconnected.
WAIT DCP, BRI Normal processing continues.
WAIT, XX IN 
QUEUEDCP Call is in a local hunt-group queue. 
Ta b l e  5 .Call-progress messages — Continued
Message Application Meaning
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3. To originate and disconnect a call, the user presses BREAK. If the terminal 
does not generate a 2-second continuous break signal, the user can press 
originate/disconnect on the data module.
4. The user can enter digits at the DIAL: prompt.
Telephone dialing 
DCP telephone dialing allows telephone users to originate and control data calls 
from a telephone.
Users can set up a call using any unrestricted telephone and then transfer the call 
to a data endpoint. 
The primary way to make data calls is with multiappearance telephone 
data-extension buttons. Assign any administrable feature button as a 
data-extension button. The data-extension button provides one-touch access to a 
data module. The number of assigned data-extension buttons per telephone is not 
limited.
The following options, either alone or combined, permit flexibility in making data 
calls from a telephone.
nOne-Button Transfer to Data
A user can transfer a call to the associated data module by pressing the 
data-extension button after the endpoint answers.
nReturn-to-Voice
A user can change the connection from data to voice. The user presses the 
data-extension button associated with the busy data module. If the user 
hangs up, the call disconnects. Return of a data call to the telephone implies 
that the same data call is continued in the voice mode, or transferred to 
point.
The Return-to-Voice feature is denied for analog adjuncts.
nData Call Preindication
A user, before dialing a data endpoint, can reserve the associated data 
module by pressing the data-extension button. This ensures that a 
conversion resource, if needed, and the data module are reserved for the 
call. Use of Data Call Preindication before 1-button transfer to data is 
recommended for data calls that use toll-network facilities. Data Call 
Preindication is in effect until the associated data-extension button is 
pressed again for a 1-button transfer; there is no time-out.