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Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual

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    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1.1
    June 2000
    Features and technical reference 
    1157 Attendant Features 
    20
    Attendant Direct Extension Selection
    Attendant Direct Extension Selection (DXS) with busy lamp field allows the 
    attendant to track extension status (idle or busy) and to place or extend calls to 
    extension numbers without having to dial the extension. 
    Standard DXS Tracking
    The basic selector console has 8 Hundreds Select buttons and 100 DXS buttons. 
    The enhanced selector console has 20 Hundreds Select buttons and 100 DXS 
    buttons. You can assign 12 additional Hundreds Select buttons to feature buttons 
    on the attendant console.
    However, as you assign these feature buttons, note that the total number of 
    Hundreds Select buttons per attendant (including both attendant-console feature 
    buttons and selector-console buttons) cannot exceed 20.
    Enhanced DXS Tracking
    Enhanced DXS Tracking can help you if you have more than 100 telephones, but 
    you use a console that does not have Hundreds Select buttons administered. It can 
    also help if you have more telephones than you do Hundreds Select buttons (and 
    thus have hundreds groups that are administered with Hundreds Select buttons).
    To use Enhanced DXS, assign a Group Select button on the Attendant Console
     
    screen. This button allows the attendant to track and extend calls to telephones 
    that do not have associated Hundreds Select buttons. You can not use Enhanced 
    DXS Tracking if your extensions have fewer than three digits.
    Group Display button
    You can administer a Group Display button on the Attendant Console
     screen to 
    help the attendant track extension status. When the attendant presses this button, 
    the system displays the range of extensions currently tracked by the selector 
    console. Administer the Group Display button for either the feature area or the 
    display area of the console.
    If the attendant selects this button, the system identifies the digits associated with 
    a Hundreds Select button — unless it finds no Hundreds Select button is lit, in 
    which case it identifies the digits last entered with the Group Select button. The 
    system continues to track the selected group of extensions until the attendant 
    selects a new group of extensions. 
    						
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    1158 Attendant Features 
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    Attendant Intrusion
    The attendant intrusion (Call Offer) button allows an attendant to intrude on an 
    existing call to offer a new call or message to the intruded party. 
    When the attendant releases the intruded call, the source party waits at the 
    intruded party’s analog telephone or holds on an available line appearance on a 
    digital telephone.
    Interactions
    nIntrusion is denied in the following cases:
    — A telephone is on a conference call with administered maximum 
    number of conferees
    — A call is established with Data Privacy activated
    — Establish a call with Data Restriction activated
    — A telephone is a forward-to point of another telephone
    — A telephone is busy talking to another attendant
    nIf a call is already call waiting for the intruded party, the source (split from 
    attendant) party cannot wait for the intruded party using Call Waiting.
    nThe attendant display shows the character ‘1 wait’ or ‘1 busy’ if an 
    intrusion is possible. Otherwise, the display shows ‘wait’ or ‘busy’.
    nThe system provides Attendant Intrusion on remote telephones via 
    TGU/TGE trunks (Italy only).
    Attendant Override of Diversion Features
    Attendant Override of Diversion Features (override button) allows an attendant to 
    bypass call-diversion features activated by a called extension. A diversion feature 
    is any feature that, when activated, causes a call to redirect from the called 
    telephone. Send All Calls, Call Coverage, and Call Forwarding are diversion 
    features. 
    You should explain to your attendants that they can use this feature with the 
    Attendant Intrusion to place an emergency or urgent call to a telephone user. 
    						
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    Features and technical reference 
    1159 Attendant Features 
    20
    Attendant Serial Calling
    Attendant Serial Calling enables the attendant to transfer trunk calls that return to 
    the same attendant after the called party hangs up. Once outside callers reach an 
    attendant, they can use the same line into the switch for multiple calls. Attendant 
    Serial Calling is useful if trunks are scarce and Direct Inward Dialing services are 
    unavailable.
    To allow your attendant to use serial calling, assign a serial-cal button on the 
    Attendant Console
     screen. The Attendant Serial Calling feature is valid only on 
    calls that have only one trunk on the connection.
    You can define a priority queue for Serial Calls on the Console Parameters
     screen.
    Interactions
    nCentralized Attendant Services
    Attendant Serial Calling does not work with Centralized Attendant 
    Services.
    nDCS
    Attendant Serial Calling works in a DCS environment only if the attendant 
    activates it on the same node as the trunk to which the attendant is 
    connected. Do not conference the incoming trunk call with a DCS party 
    when activating. This would put two trunks on the connection.
    Attendant Vectoring
    Attendant Vectoring allows you to establish an attendant vector directory number 
    (VDN) and send attendant group calls through vector processing. This is useful 
    when you want more flexibility with how calls are routed when the system is in 
    Night Service mode. For more information, see DEFINITY ECS Call 
    Vectoring/EAS Guide. 
    Auto Start and Don’t Split 
    Auto Start allows the attendant to initiate a call by pressing any key on the keypad 
    without having to first press the Start button. 
    If an attendant enables Auto Start and dials an AAR number where the min and 
    max in the AAR analysis table are not equal, the attendant must dial a 
    # after the 
    digit string or the call cannot process. 
    						
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    You can assign a dont-split button on the Attendant Console screen which allows 
    attendants to deactivate Auto Start. To deactivate auto start, the attendant presses 
    the Don’t Split button. When Don’t Split is active, keys pressed on the keypad are 
    heard by the parties on the call. 
    To reactivate Auto Start, and allow end-to-end signaling, the attendant again 
    presses the Don’t Split button, presses Cancel, or lets the current call terminate. 
    Interactions
    nCDR — Account Code Dialing 
    If the system is using Call Detail Recording Account Code Dialing, Auto 
    Start and Don’t Split is not activated.
    nVisually Impaired Attendant Service
    If VIAS is activated or deactivated while Don’t Split is active, Don’t Split 
    deactivates.
    Attendant Timers
    Attendant timers automatically alert the attendant after an administered time 
    interval. The attendant can reenter the call and decide whether to terminate the 
    call or permit the waiting to continue. You administer the timers on the Console 
    Parameters screen.
    Attendant Timers include:
    nUnanswered DID Call Timer — Specifies how long a DID call can go 
    unanswered before it routes to the administered DID/TIE/ISDN Intercept 
    Treatment.
    nAttendant Return Call Timer — For unanswered calls that were extended 
    by the attendant, they are returned to the same attendant who released them 
    if the attendant is available. Otherwise they return to the attendant-group 
    queue. The Attendant Return Call Timer is not set for calls extended from 
    one attendant to another individual attendant. A transferred call that times 
    out redirects to an attendant after an interval equal to the Attendant Return 
    Call timer.
    nAttendant Timed Reminder of Held Call Timer — Specifies how long a 
    call is held. When the timer expires, the held call alerts the attendant. The 
    message 
    hc appears on the attendant display. You can administer either a 
    high-pitched ring or a primary alert. 
    						
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    nAttendant No-Answer Timer — Specifies how long a call that terminates at 
    an attendant console can ring with primary alerting. When the call reaches 
    this interval setting, it rings with a secondary, higher-pitch ring. A disabled 
    Attendant No Answer Timer’s ringing pattern does not change over from 
    the primary to the secondary pattern. If the call remains unanswered during 
    this interval, it routes to the attendant group and console where the call was 
    placed in a Position Busy state. This feature does not apply to calls placed 
    to the attendant’s extension or to calls originated by the attendant.
    nAttendant Alerting Interval (Timed Reminder) — Specifies how long a call 
    that terminates at an attendant console can ring with secondary alerting. 
    When the call reaches this interval, the attendant console is placed into 
    position busy mode and the call forwards to the attendant group. If the 
    console where the alerting interval is reached is the last active day console, 
    then the system goes into night service if night service is enabled. This 
    feature does not apply to calls placed to the attendant’s extension or to calls 
    originated by the attendant.
    You can disable the alerting interval. In this case, a call continues to ring at 
    the original attendant’s extension until the caller hangs up or another 
    feature disconnects the call (for example, reaching the timeout limit for 
    unanswered DID calls during night service.)
    nLine Intercept Tone Timer — Specifies how long line intercept can be. For 
    example: LITT:10 seconds means that line intercept stops after 10 seconds.
    Interactions
    nCall Coverage
    If a telephone user transfers a call to an on-premises telephone and the call 
    remains unanswered at the expiration of the Timed Reminder Interval, the 
    call redirects to an attendant. Redirection occurs even if the call redirects 
    via Call Coverage or Call Forwarding from the transferred-to telephone.
    An attendant-extended call redirects to coverage instead of returning to an 
    attendant if the coverage criteria are met before the Timed Reminder 
    Interval expires. However, unanswered calls return to an attendant at the 
    expiration of the interval.
    If a call alerts an attendant as a coverage call (unanswered station-to-station 
    call with the “attd” (attendant) in the called telephone’s coverage path 
    screen), the secondary alerting tone does not sound.
    nCentralized Attendant Service
    If an attendant at the main location transfers a call from a branch location to 
    an extension at the main location, the timed reminder does not apply and 
    the call does not return to the attendant if unanswered. 
    						
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    Features and technical reference 
    1162 Audible Message Waiting 
    20
    Visually Impaired Attendant Service
    Visually Impaired Attendant Service (VIAS) allows a visually-impaired attendant 
    to listen to an audio description of each feature button in Inspect mode. It provides 
    the description in either British English or Italian.
    The attendant presses the Inspect mode to locate each button and then presses a 
    feature button to determine the feature assigned to the button without actually 
    executing the feature.
    The six VIAS attendant buttons are:
    nVisually Impaired Service Activation/Deactivation button: activates or 
    deactivates the feature. All ringers previously disabled (for example, recall 
    and incoming calls) become reenabled.
    nConsole Status button: voices whether the console is in Position Available 
    or Position Busy state, whether the console is a night console, the status of 
    the attendant queue, and the status of system alarms.
    nDisplay Status button: voices what is shown on the console display. VIAS 
    support is not available for all display features (for example, 
    class-of-restriction information, personal names, and some call purposes).
    nLast Operation button: voices the last operation performed.
    nLast Voiced Message button: repeats the last voiced message.
    nDirect Trunk Group Selection Status button: voices the status of an 
    attendant-monitored trunk group.
    Some changes on the attendant console are automatically voiced (for example, 
    alarms reported, night service activated, and call thresholds reached).
    Audible Message Waiting
    Audible Message Waiting places a stutter at the beginning of a station dial tone on 
    a station that has a message waiting. Audible Message Waiting is particularly 
    useful for visually impaired people who may not be able to see a message light.
    Messages for a station can be waiting in system memory (to be accessed via 
    display or voice synthesizer), Property Management System (PMS), Message 
    Servicing Adjunct (MSA), or AUDIX. When the system loses synchronization 
    between telephones and message-status data, use Clear Message Waiting 
    Indicators to turn off message-waiting indicators.
    You typically assign Audible Message Waiting on phones without 
    message-waiting lights, such as analog telephones. 
    						
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    Features and technical reference 
    1163 Authorization codes 
    20
    Audible Message Waiting requires a separate software right-to-use fee. Audible 
    Message Waiting may not be applicable in countries that restrict the 
    characteristics of dial tones provided to users.
    Related topics
    Refer to ‘‘
    System Parameters Customer-Options’’ on page 940 for information 
    about and fields descriptions on the System Parameters Customer-Options screen. 
    Complete the Audible Message Waiting field on this screen to administer audible 
    message waiting. 
    Refer to ‘‘
    Station’’ on page 894 for information about and fields descriptions on 
    the Station screen. Complete the Audible Message Waiting field on this screen to 
    administer audible message waiting. 
    Authorization codes
    Authorization codes provide the means for extending control of system users’ 
    calling privileges. They extend calling-privilege control and enhance security for 
    remote-access callers.
    NOTE:
    To maintain system security, Lucent recommends you use 
    authorization codes.
    Authorization codes may be used to:
    nOverride a facility restriction level (FRL) assigned to an originating station 
    or trunk
    nRestrict individual incoming tie trunks and remote-access trunks
    nTrack Call Detail Recording calls for cost-allocation purposes
    nProvide additional security control
    You can make authorization codes mandatory by setting, on the trunk group 
    screen, the Auth Code field to 
    y. Refer to ‘‘Trunk Group’’ on page 980 for more 
    information. 
    						
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    1164 Authorization codes 
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    More information
    When you dial an authorization code, the FRL assigned to the extension number, 
    attendant console, incoming trunk group, or remote access trunk group being used 
    for the call is replaced by the FRL assigned to the authorization code. The new 
    FRL functions the same as the one it replaces; however, the new FRL may 
    represent greater or lesser calling privileges than the FRL that it replaces. Access 
    to any given facility depends on the restrictions associated with the authorization 
    code FRL.
    Example
    A supervisor is at a desk of an employee and wants to make a call that is not 
    normally allowed by the FRL assigned to that employee’s extension. The 
    supervisor, however, can still make the call by dialing an authorization code that is 
    assigned an FRL that is not restricted from making that type of call.
    For security reasons, authorization codes range from 4 to 13 digits. The number of 
    digits in the codes must be a fixed length for a particular DEFINITY ECS.
    NOTE:
    Once established, the number of digits (4 to 13) in the authorization 
    code remains fixed unless all codes are removed and re-entered. All 
    authorization codes used in the system must be the same length.
    Incoming trunk groups within a system may be administered to always require an 
    authorization code. The system applies recall dial tone to a call when the user 
    must dial an authorization code. If the user dials a correct authorization code 
    within 10 seconds (interdigit timeout), the call completes as dialed. If the user 
    does not dial an authorization code or dials an incorrect authorization code, the 
    call routes to the attendant, or routes to intercept tone, depending on system 
    administration.
    Normally, Direct Inward Dialing (DID) trunks should not require authorization 
    codes. However, it can be done and care should be taken when administering DID 
    trunks to require an authorization code, because different type calls could 
    terminate at different endpoints, and requiring an authorization code could be 
    confusing to the caller.
    A Cancellation of Authorization Code Request (CACR) digit may be 
    administered. The CACR digit cancels the 10-second interval between dialing. 
    When the CACR digit is dialed, the call immediately routes according to system 
    administration. (Incoming trunk calls receive intercept treatment or go to the 
    attendant.) Other calls receive intercept treatment unless the user’s FRL is high 
    enough to route the call. A CACR digit from an off-premises extension over  
    						
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    DID/Tie trunks use DID/Tie trunk intercept treatment. Internal calls receive 
    intercept tone.
    !CAUTION:
    Do not program passwords or authorization codes onto auto dial buttons. 
    Display telephones display the programmed buttons, providing internal 
    abusers access to the auto dial buttons to originate unauthorized calls. If 
    passwords or authorization codes must be programmed onto auto dial 
    buttons, use the ~s (suppress) character to prevent displaying the codes.
    For more information, refer to BCS Products Security Handbook.
    AAR and ARS Calls
    Each authorization code is assigned a Class of Restriction (COR) that contains an 
    associated FRL. Within a system, access privileges are determined by the FRL 
    assigned to the facility where the call is originated. When an Automatic Alternate 
    Routing/Automatic Route Selection (AAR/ARS) call is dialed, the system allows 
    or denies the call based on the FRL of the originating station. COR is used to 
    restrict internal or non-AAR/ARS calls.
    Authorization codes are given to individual users and provide a method of 
    specifying the level of calling privileges for that user regardless of the originating 
    facility. Once an authorization code is required and dialed on an AAR/ARS call, 
    the FRL assigned to the authorization code replaces the originating FRL and 
    controls and defines the user’s privileges.
    An AAR or ARS call originated by a system user or routed over an incoming tie 
    trunk may require a dialed authorization code to continue routing.
    Extreme care should be taken when administering authorization codes, so that a 
    user does not have to dial the authorization code more than once. For example, if a 
    user makes an AAR or ARS call and the user’s FRL is not high enough to access 
    any of the trunks in the routing pattern, the system prompts the user for an 
    authorization code. If the FRL assigned to the authorization code is high enough 
    to access the next trunk group in the routing pattern, the user is not prompted to 
    dial the code again. If the call is routed through another switch, the user may be 
    required to dial an authorization code again. This type of situation can be avoided 
    through careful administration.
    When an authorization code is required on some, but not all, trunk groups, the 
    system prompts for an authorization code when the originating FRL is not 
    adequate to access the next available trunk group in the routing pattern. 
    						
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    1166 Authorization codes 
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    Considerations
    nFrom remote locations users typically access authorization from touch-tone 
    stations. However they can also do so from rotary dialing stations at 
    specified authorization-code-forced locations that follow appropriate trunk 
    administration practices. Rotary station users access attendants via Listed 
    Directory Numbers (LDN) or remote access numbers and can experience a 
    10-second timeout.
    nThe use of Authorization Codes does not limit other call-control methods 
    such as Toll Restriction, Miscellaneous Trunk Restriction, and Outward 
    Restriction.
    nFor security reasons, do not assign authorization codes in sequential order. 
    Assign random number barrier codes and authorization codes to users so if 
    a hacker deciphers one code, it will not lead to the next code.
    nIf timeout to attendant does not occur or CACR digit codes are dialed 
    instead of authorization codes, the system assumes that invalid 
    authorization codes were dialed and the caller is given intercept tones.
    nAuthorization codes impact calling privileges by:
    — Changing an outgoing-call FRL when it is insufficient to access 
    preferred routing patterns assigned by AAR/ARS. An FRL is 
    assigned to a COR associated with user authorization codes. No 
    additional COR data is assigned.
    — Overriding COR for remote access calls assigned to barrier codes, 
    when required. For remote-access calls, if an authorization code is 
    required, the user is assigned the COR of the dialed authorization 
    code, with all connected data, such as the FRL. This COR overrides 
    the COR assigned to any required barrier code.
    nIncoming trunk calls that require authorization codes do not change user 
    privileges. 
    						
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