Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Features and technical reference 
1207 Call Charge Information 
20
Attendant consoles
Automatic Charge Display Mode does not apply to attendant consoles. The 
attendant must always press a button to enter display mode. 
Performance impact
Call Charge Information can impact system performance in several ways. The 
information coming in over ISDN trunks takes up bandwidth, and reduces the 
maximum amount of traffic the ISDN D-channel can handle. This is especially 
true in countries such as Germany and France, where the network sends charging 
information updates as often as every 3 to 10 seconds for each active international 
call.
The number of sets that display charge information and the frequency of updates 
also affect performance. Normally, the update frequency should match the average 
rate at which call charge updates are received from the public network.
!CAUTION:
Updating displays too frequently can cause unnecessary system 
performance degradation. If performance slows to an unacceptable rate, 
you may need to lengthen the amount of time between updates.
Button operations
If you administer a button for charge display, the display-set user can press the 
disp-chrg button at any time during the call to see the current charges. If your 
public network sends charge information only at the end of a call, display-set 
users must have this button and press it just before they hang up. After the call 
drops, the charge will appear.
Other display functions
If a user invokes the elapsed-timer display, the timer may overwrite part of the 
charge display. If the user has a local directory (Dir button), and presses this 
button while a call is in charge display mode, the call-charge information will 
overwrite the directory any time an update comes in. To avoid this, the user must 
press Exit or Normal. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Features and technical reference 
1208 Call Charge Information 
20
Interactions
nAttendant Features 
Attendant consoles cannot have automatic charge display. If you want the 
attendant to see call charges, you must assign a disp-chrg button to the 
attendant console. If the attendant moves to transfer an outgoing call, the 
display returns to normal mode. If the transfer does not complete, or the 
call remains at the attendant console for whatever reason, the attendant 
must press the disp-chrg button again to view call charges.
nAutomatic Incoming Call Display
If a user has charges displayed for an existing call and a second call rings 
on another line appearance, the display returns to normal mode for a short 
time to show the identity of the caller. The user must press disp-chrg again 
to view call charges, or if automatic charge display is enabled, must wait 
for the Charge Update Frequency Timer to expire.
nBridged Appearance
If a user makes a call using a bridged appearance, the call charges display 
on the telephone from which the call is made. If that telephone has 
Automatic Charge Display as part of its COR, the charges will appear 
automatically. The actual charge for the call appears on the CDR report as 
if the call had been made from the principal’s extension, not the bridged 
appearance.
nCall Coverage or Forwarding — Off Net
Call charges for a call to an extension whose calls are redirected over a 
public-network trunk are charged to the called extension, not the calling 
extension. However, if the call is placed from an internal phone that has 
charge display capability, the caller will see the charges for the redirected 
call.
nCall Park 
When a user parks a call, the display mode returns to Normal. If a user 
retrieves a parked, outgoing call from another display telephone, the 
display on that set shows the current call charges if the user presses a 
disp-chrg button, or if the user’s COR allows Automatic Charge Display. If 
call splitting is enabled, the display shows the charges accumulated since 
the user unparked the call. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Features and technical reference 
1209 Call Charge Information 
20
nCall Transfer
For Advice of Charge, if a transferred call is routed over a public-network 
ISDN-PRI trunk group, AOC administration for the outgoing trunk group 
controls whether AOC information is requested or recorded for the call. If 
two or more outgoing trunks are connected together via trunk-to-trunk 
transfer, the DEFINITY ECS may receive AOC information from the 
network for each outgoing trunk involved in the call.
nCDR Adjuncts
DEFINITY ECS does not tandem AOC information through a private 
network to other switches. Therefore, the CDR adjunct that records AOC 
information must receive its input from DEFINITY ECS directly 
connected to the public network.
nCDR Call Splitting
If you use CDR Call Splitting for outgoing trunks, each time a call is 
transferred, the system generates a separate record. Attendant Call 
Recording, a form of Call Splitting, generates a CDR record when an 
attendant drops from a call. Incoming Trunk Call Splitting has no effect on 
charge information.
If you rely on Call Splitting or Attendant Call Recording, you should 
request call charge information during the call. However, for AOC, this 
increases message activity on the signaling channel and reduces Busy Hour 
Call Capacity of the DEFINITY System.
In some countries, or with specific protocols, AOC information during a 
call is not available. In this case, you can use the Elapsed Time in the CDR 
records to allocate the charges among the parties on the call.
You must use CDR Call Splitting if you want the charge display to restart 
at 0 when a call is transferred.
nCentralized Attendant Services
In any configuration where a branch system has no direct connection to the 
public network, the private network does not pass call-charge information 
to these branches.
nConference
If a user adds a third party to a call in charge-display mode, the display 
returns to normal. Call charges will not appear as long as there are more 
than two parties on the call.
nDistributed Communications System (DCS)
In any configuration where a branch system has no direct connection to the 
public network, the private network does not pass call-charge information 
to these branches. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Features and technical reference 
1210 Call Coverage 
20
nElectronic Tandem Network (ETN)
In any configuration where a branch system has no direct connection to the 
public network, the private network does not pass call-charge information 
to these branches.
nHold
If a user places a call on hold, the display returns to normal mode. The user 
must press disp-chrg again to view call charges, or if automatic charge 
display is enabled, must wait for the display to refresh.
nLast Number Dialed
Users can view the dialed number while active on a call by pressing the 
stored-numb button, then the last-numb button. To view call charges again, 
the user must then press the disp-chrg button, or (if Automatic Charge 
Display is part of the user’s COR) the Normal button.
nQSIG
In any configuration where a branch system has no direct connection to the 
public network, the private network does not pass call charge information 
to these branches.
nSystem Resets 
If you perform a warm reset while calls are active with charge display, the 
charge display will freeze. To resume call charge updates, users must press 
the Normal button.
Call Coverage
Call Coverage provides automatic redirection of calls to alternate answering 
positions in a Call Coverage path. Call Coverage allows you to:
nEstablish coverage paths with up to 6 alternate answering positions
nEstablish redirection criteria that govern when a call redirects 
nRedirect calls to a local switch location
nRedirect calls to a remote (off-net) location
nRedirect calls based on time-of-day
nAllow users to change back and forth between two coverage choices (either 
specific lead coverage paths or time-of-day tables). Refer to ‘‘
Extended 
User Administration of Redirected Calls’’ on page 1337 for more 
information. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Features and technical reference 
1211 Call Coverage 
20
Hardware requirement
The Coverage of Calls Redirected Off-Net (CCRON) generally requires call 
classification hardware. Both the Call Classifier - Detector and Tone Clock/Call 
Classifier - Detector circuit packs provide tone detection ports including the 
capability to do call classification. There are 8 ports on each circuit pack.
For countries using the USA tone plan, a Call Classifier - Detector or Tone 
Clock/Call Classifier - Detector circuit pack is sufficient to provide call 
classification.
For countries not using the USA tone plan, the Call Classifier - Detector and Tone 
Clock with Call Classifier - Tone Detector circuit packs must be configured 
appropriately to provide call classification.
The number of simultaneous monitored calls depends on the:
ntotal amount of outbound call traffic, 
nnumber of call classification ports available, and 
nuse of other switch applications that make use of call classification ports.
Coverage of Calls Redirected Off-Net competes with the following switch 
applications for ports on the Call Classifier - Detector and Tone Clock with Call 
Classifier - Tone Detector circuit packs:
nAnswer Detection
nCall Prompting
nCallVisor ASAI
nMulti-Frequency Compelled (MFC) signaling
Serious degradation of switch performance, including the inability to launch new 
calls, can result from an insufficient resource of call classifier ports.
Detailed description
When a call meets the redirection criteria of the principal, the call attempts to 
route to one of up to 6 points in the coverage path. If no coverage points are 
available, the call may revert to the called principal or group. If any point in the 
path is available, the call either rings the individual phone or member of a group 
specified for that point or queues on the group. Once a call is ringing or queued at 
any point in a coverage path, the call never reverts to the called principal or group, 
or to the previous point. A call remains at a coverage point for the Coverage 
Subsequent Redirection interval. At the end of this interval, the call attempts to 
route to any remaining points in the coverage path. If no other point is available to 
accept the call, the call remains queued or continues ringing the current coverage 
point. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Features and technical reference 
1212 Call Coverage 
20
Call Classification
Classifying a call means determining the state of the call at its final destination. 
That means whether the call was answered, received busy, reorder, intercept, 
special information tone (SIT), or other treatment.
Call classification is accomplished by the ISDN protocol or ports on the:
nTone Clock with Call Classifier - Tone Detector circuit pack
nCall Classifier - Detector circuit pack
Coverage Path
A Call Coverage path is a list of up to six alternate answering positions (covering 
users/points) that are accessed, in sequence, when the called party or group is not 
available to answer the call.
You can assign any of the following entities a coverage path so they are eligible to 
have calls redirected to coverage:
nACD split
nAgent LoginID
nPCOL group
nTEG
nHunt group
nPhone (on-net or off-net)
You establish the coverage paths and set the redirection criteria. If a coverage path 
is not assigned to a particular facility, calls are not redirected from that facility, 
unless another feature is assigned. A coverage path can include any of the 
following:
nAnnouncement
nAttendant group
nAUDIX
nCoverage answer group
nHunt group
nPublic network number (off-net)
nVector directory number (VDN)
nPhone (on-net or off-net) 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Features and technical reference 
1213 Call Coverage 
20
DEFINITY ECS allows for multiple coverage paths. However, for any particular 
call only one coverage path is used. The “lead” coverage path is the first coverage 
path in a chain that is considered when a call redirects to coverage. The chain is 
defined in the Next Path Name field on the Coverage Path screen.
When a call redirects to coverage, the lead coverage path at that time is checked to 
determine whether its coverage redirection criteria match the call status. If there is 
a match the lead coverage path is used. If the lead coverage path’s redirection 
criteria does not match, the system moves down the path chain until it finds a 
coverage path with redirection criteria that matches the call status. If the chain is 
exhausted before the system finds a match, the call does not redirect to coverage. 
Once a coverage path is selected, it is used exclusively through the duration of the 
call.
You can assign lead coverage paths directly in the Coverage Path 1 or Coverage 
Path 2 fields on the appropriate screens. For example, to assign a lead path for a 
TEG, set the Coverage Path field on the Terminating Extension Group screen. You 
can also assign the lead paths indirectly by assigning a Time-of-Day Coverage 
Table to the Coverage Path 1 and Coverage Path 2 fields. Then, the system selects 
the lead path according to the time of day.
Subsequent redirection interval
The number of times a call rings at a particular coverage point before the switch 
moves the call to the next coverage point depends on the type of ringing coverage 
point (for example, local, Distributed Communications System (DCS), CCRON, 
and so forth). For each type of coverage point, the following table shows which 
subsequent redirection interval on the System-Parameters Call Coverage/Call 
Forwarding screen is used.
nLocal — On the System-Parameters Coverage/Forwarding screen, the 
Local Subsequent Redirection/CFWD Don’t Answer Interval field.
nOff-net — On the System-Parameters Coverage/Forwarding screen, the 
Offnet Subsequent Redirection/CFWD Don’t Answer Interval field.
n* — The call is left off-net.
Type of Coverage Subsequent Redirection Interval
local local
remote *
CCRON off-net
DCS local 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Features and technical reference 
1214 Call Coverage 
20
Call redirection criteria
Redirection criteria determine the conditions under which a call redirects from the 
principal (called) extension to the first position in the coverage path. The criteria 
and conditions that apply are as follows:
nActive
Redirects calls to coverage immediately when the principal is active on at 
least one call appearance. For a phone with only one appearance or a 
single-line extension, assign the Busy criterion (discussed below) instead 
of the Active criterion.
nBusy
Redirects calls to coverage when all available call appearances at the 
principal extension are in use. For multiappearance phones, one call 
appearance can be reserved for outgoing calls or incoming priority calls 
(discussed later). The remaining assigned call appearances are available for 
other incoming calls. An incoming call (other than a priority call) redirects 
to coverage only when all of these unreserved call appearances are in use. 
If at least one unreserved call appearance is idle at the principal extension, 
the call remains at that idle appearance.
A Terminating Extension Group (TEG) is considered busy if any phone in 
the group is active on a call.
Each phone in a UCD or DDC group must be active on at least one call 
appearance for the call to redirect to coverage. If any phone in the group is 
idle the call directs to that phone. If no phone is available, the call can 
queue if queuing is provided. If queuing is not provided, then the call 
routes to coverage. If the queue is full or all agents are in an auxiliary state, 
the group is considered busy and the call routes to coverage. Queued calls 
remain in queue for the Don’t Answer Interval.
A call will not cover to a hunt group if no agents are logged in, or if all 
agents are in AuxWork mode. 
nDon’t Answer
Redirects calls to coverage if unanswered during the assigned Don’t 
Answer Interval. A call rings for the Don’t Answer Interval and then 
redirects to coverage.
nCover All Calls
Redirects all incoming calls to coverage. This criterion has precedence 
over any other criterion previously assigned. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Features and technical reference 
1215 Call Coverage 
20
nSend All Calls/Go to Cover
Allows users to activate Send All Calls or Go to Cover as an overriding 
coverage criteria. This redirection criteria must be assigned before a user 
can activate Send All Calls or Go to Cover (discussed later).
nNo Coverage
Occurs when none of the above criteria are assigned. Calls redirect to 
coverage only when the principal has activated Send All Calls or the caller 
has activated Go to Cover. Both of these overriding criteria are discussed 
later.
Redirection criteria can be assigned in combinations. For example, you can 
combine Active/Don’t Answer and Busy/Don’t Answer. Other combinations are 
not possible or do not provide any useful function. For example, Active/Busy does 
not accomplish anything. A busy phone is always active.
Redirection criteria are assigned separately for internal and external calls. By 
linking the coverage paths, Busy/Don’t Answer can be assigned for internal calls 
and Active can be assigned for external calls. Similarly, Busy/Don’t Answer can 
apply for external calls and No Coverage can apply for internal calls. In the latter 
case, internal calls remain directed to the called phone or group.
All calls extended by the attendant are treated as external.
Warning users if their calls are redirected
You can warn analog phone users if they have features active that may redirect 
calls. For example, if the user has activated send all calls or call forwarding, you 
can administer a setting to play a special dial tone when the user goes off-hook. 
See ‘‘
Special Dial Tone’’ on page 669 for more information. 
Features that override Call Coverage
Some system features override Call Coverage criteria; they are checked before the 
redirection criteria are checked. These features are:
nCall Forwarding All Calls
Call Forwarding provides a temporary override of the redirection criteria, if 
Send All Calls is not active. The call attempts to complete to the 
forwarded-to extension before redirecting to coverage. If the principal’s 
redirection criteria are met at the forwarded-to extension, the call redirects 
to the principal’s coverage path. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Features and technical reference 
1216 Call Coverage 
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nGo to Cover
Go to Cover allows users, when calling to another internal extension, to 
send the call directly to coverage. This is optionally assigned to a button on 
a phone and is activated by the internal calling party. Use of Go to Cover is 
discussed later.
nSend All Calls
Send All Calls allows principals to temporarily direct all incoming calls to 
coverage regardless of the assigned redirection criteria. For example, if the 
redirection criteria are administered so that no calls redirect, all incoming 
calls terminate at the principal’s phone unless Send All Calls is activated. 
Also, Send All Calls allows covering users to temporarily remove their 
phones from another user’s coverage path.
Send All Calls is activated by pressing the Send All Calls button or by 
dialing the Send All Calls access code. It is deactivated by pressing the 
button a second time or by dialing the deactivate code.
A user who is not assigned a coverage path with Send All Calls or Cover 
All Calls redirection criteria, cannot activate Send All Calls.
Any attempt to activate Send All Calls is denied if the currently active 
coverage path does not allow it in its coverage criteria. However, if the user 
activates Send All Calls for a coverage path that does allow it, and then the 
user’s coverage path is changed by the system to a coverage path that does 
not allow Send All Calls:
— The Send All Calls button remains lit.
— Send All Calls automatically resumes when the user is changed back 
to a coverage path that does allow it.
If a user has activated Send All Calls and has only one coverage point, and 
receives a call from that coverage point, the call rings silently at the user’s 
phone, because the coverage point is already on the call.
Send All Calls is similar to Cover All Calls, discussed previously. 
However, you set Cover All Calls and it is used for screening the 
principal’s call. The principal may or may not be rung on an incoming call, 
depending on how this function is assigned. Send All Calls is controlled by 
the principal and is normally used when the principal is away temporarily.
TEG calls are not affected by Send All Calls.
nSend Term
Send Term is the Send All Calls equivalent for TEG. Since a TEG cannot 
be in a coverage path, Send Term applies only to a directly called TEG.