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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 
    1437 Messaging Server Interface 
    20
    The control link transmits extra information relevant to each MS agent-handled 
    call for the following services:
    nMessage Center Service — When agents receive (or drop) calls to leave or 
    retrieve messages.
    nLeave Word Calling — When users leave simple messages to call back or 
    retrieve the call-back messages without MS agent intervention.
    nAutomatic Message Waiting lamp — When users manipulate message 
    waiting lamps on stations.
    nClock Synchronization — Used to make sure that the MS clock is 
    synchronized with the DEFINITY ECS clock.
    Detailed description
    Figure 56
     shows an MS interface to the system. You can provide SCI link 
    connectivity (control path) via either an MPDM (distance between the system and 
    Messaging Server less than 5000 feet or 1500 meters) or LADs and an associated 
    MTDM (distance greater than 5000 feet or 1500 meters). The EIA connectivity 
    (data path) can be implemented via one of the three options shown. 
    						
    							DEFINITY ECS Release 8.2
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    Features and technical reference 
    1438 Messaging Server Interface 
    20
    Figure 56. Typical Messaging Server Interface Connections
    PCDCP
    TN754
    LINE CP DIGITALTN754
    LINE CP DIGITAL
    ADU RS232C
    DCP
    TN726
    MESSAGE
    SERVER
    LINE CP DIGITALMPDM
    MODEMDCP
    T/R TN742 TN754SERIES
    VOICE TERMINAL
    3B2/310
    EQUIPPED
    WITH DATA LINE
    CP
    ANALOG
    7400D
    MPDM
    3B2/400
    3B2/600
    SYSTEM V,
    R3.0
    MTDM
    LADS
    LADS
    AGENTS WORKSTATIONS*
    1
    64
    ASSIGN LINKS
    USING PROCESSOR
    INTERFACE DATA
    MODULE AND
    INTERFACE LINKS
    FORMS
    LINE CPUSER
    VOICE
    TERMINALS
    IMPLEMENTATION INSTRUCTIONS
    SEE PC/PBX CONNECTIONS FOR ASSOCIATED SWITCH
    RS232C
    ³
    RS449²
    OR
    UNIX T
    D
    M
    B
    U
    S SWITCH
    PROCESSING
    ELEMENT
    PROCESSOR CHANNEL
    0 63
    INTERFACE
    LINK 1
    INTERFACE
    LINK 8
    AND 3B2MS
    SERVER
    SOFTWARE
    FOR DISTANCES GREATER THAN 5000 FEET,
    USE LADS AND MTDM CONNECTION. *  PC EQUIPPED WITH 3B2 MS STATION SOFTWARE.
    ²  SCI LINK CONNECTIVITY (CONTROL PATH)
    ³  EIA CONNECTIVITY (DATA PATHS)
    ASSIGN INTERFACE
    USING PROCESSOR
    CHANNEL
    ASSIGNMENTS
    FORM 
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1.1
    June 2000
    Features and technical reference 
    1439 Messaging Server Interface 
    20
    Related topics
    Refer to ‘‘
    Audible Message Waiting’’ on page 1162 for information about letting 
    users know they have messages.
    Refer to ‘‘
    Recorded Telephone Dictation Access’’ on page 1478 for information 
    about accessing dictation equipment.
    Refer to ‘‘
    Voice Message Retrieval’’ on page 1586 for information about 
    retrieving messages.
    Refer to ‘‘
    Voice Messaging Systems’’ on page 1588 for more information about 
    voice messaging systems.
    Refer to ‘‘
    Packet Gateway Board’’ on page 859 for information about and field 
    descriptions on the Packet Gateway Board screen. Complete all fields on this 
    screen to administer the G3r Messaging Server Interface.
    Refer to ‘‘
    Data modules’’ on page 572 for information about and field 
    descriptions on the Data Module screen. Complete all fields on this screen to 
    administer either the G3r or G3si Messaging Server Interface.
    Refer to ‘‘
    Feature-Related System Parameters’’ on page 646 for information 
    about and field descriptions on the Feature-Related System Parameters screen. 
    Complete the Messaging Server Adjunct (MSA) Connected field on this screen to 
    administer either the G3r or G3si Messaging Server Interface.
    Refer to ‘‘
    Hunt Group’’ on page 708 for information about and field descriptions 
    on the Hunt Group screen. Complete all fields on this screen to administer the 
    Messaging Server agent hunt group.
    Refer to ‘‘
    Station’’ on page 894 for information about and field descriptions on 
    the Station screen. Complete the Messaging Server Name, LWC Reception, and 
    Coverage Path fields on this screen to give Messaging Server service to a station.
    Refer to ‘‘
    Coverage Path’’ on page 565 for information about and field 
    descriptions on the Coverage Path screen. Complete the Coverage Point field on 
    this screen to give Messaging Server service to a station. 
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1.1
    June 2000
    Features and technical reference 
    1440 Misoperation Handling 
    20
    Misoperation Handling
    Misoperation Handling defines how calls are handled when a misoperation 
    occurs. A misoperation can occur either:
    nWhen a user with a call on hold goes on-hook before an operation 
    completes. In some cases, going on-hook completes the operation, as in 
    call transfer.
    nWhen the system enters Night Service while attendant consoles have calls 
    on hold.
    You can alter standard Misoperation Handling to ensure that callers are not left on 
    hold indefinitely with no way to reach someone for assistance or that callers are 
    not dropped by the system. See Misoperation Alerting and Intercept Treatment on 
    Failed Trunk Transfers on the Feature-Related System Parameters screen for more 
    information. 
    Contact a Lucent representative for instructions on administering Misoperation 
    Handling for use in France. 
    Detailed description
    Misoperation handling varies considerably, depending on how it is administered 
    and what conditions are in effect when a call is placed on hold.
    Standard operation
    Standard misoperation handling is in effect when you set the Intercept Treatment 
    on Failed Trunk Transfers field to 
    y and set the Misoperation Alerting field to n.
    The type of telephone that is in use when the misoperation occurs (analog 
    single-line or digital multiappearance) affects standard misoperation handling.
    The following scenario describes a typical misoperation on an analog terminal.
    1. While connected to an incoming external call, an analog-terminal user 
    flashes with the intent of transferring the call to another terminal.
    2. The user hears dial tone, dials an invalid extension, and hangs up.
    3. A misoperation occurs. The analog-terminal user receives priority ringback 
    indefinitely. 
    						
    							DEFINITY ECS Release 8.2
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    Features and technical reference 
    1441 Misoperation Handling 
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    The following scenario describes a typical misoperation on a digital terminal.
    1. While connected to an incoming external call, a digital-terminal user with a 
    call on hold goes on-hook during another feature operation before 
    completing the operation.
    2. The user hears dial tone, dials an invalid extension, and hangs up.
    3. A misoperation occurs unless going on-hook completes the operation (for 
    example, call transfer). The held call remains on hold indefinitely with a 
    flashing call-appearance lamp.
    Enhanced operation
    Once you enable Misoperation Alerting, calls are handled depending upon the 
    type of call placed on hold and the type of telephone (digital multiappearance, 
    analog single-line, or attendant console) in use when the misoperation occurs. The 
    following list describes the 3 call types that determine misoperation handling.
    nCall Type 1 — An outgoing public-network call is classified as Type 1 
    when answer supervision is received or when the trunk group’s Answer 
    Supervision Timer expires, even if the trunk is still ringing. An incoming 
    call is classified as Type 1 when it is answered.
    nCall Type 2 — An incoming external-public-network call is classified as 
    Type 2 before it is answered. A misoperation cannot occur with a Type 2 
    call because an unanswered incoming call cannot be placed on hold 
    without first being answered.
    nCall Type 3 — All internal calls, conference calls, and tie-trunk calls are 
    classified as Type 3.
    Analog terminal misoperation
    The following 2 scenarios describe typical misoperations on an analog terminal.
    Scenario 1. 
    1. While connected to an incoming external call (Type 1), an analog-terminal 
    user flashes to transfer the call to another terminal.
    2. The user hears dial tone, dials an invalid extension, then hears intercept 
    tone.
    3. When the user hangs up, the call re-alerts the user for 15 seconds and 
    eventually routes to the attendant. 
    						
    							DEFINITY ECS Release 8.2
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    1442 Misoperation Handling 
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    Scenario 2. 
    1. While connected to an incoming external call (Type 1), an analog station 
    user flashes to place the call on hold while calling another extension.
    2. The user hears dial tone and dials the CAS Remote Hold/Answer 
    Hold/unhold access code.
    3. The user dials an extension and talks with the user at the extension and 
    hangs up.
    4. A misoperation occurs because the first call is still left on hold.
    5. The terminal is alerted for 15 seconds and the call routes to an attendant.
    6. If the first call is not answered before the timer expires, the call drops.
    Digital terminal misoperation
    The following scenario describes a typical misoperation on a digital terminal.
    1. While connected to an incoming external call (Type 1), a digital-terminal 
    user places the call on hold to transfer the call to another terminal.
    2. The user hears dial tone, dials an invalid extension, and hangs up.
    3. A misoperation occurs. The call on hold rings the terminal again (not 
    priority ringing) for the number of rings administered for call coverage.
    4.The call then routes to the terminal’s coverage path, which directs the call 
    to an announcement and/or disconnects.
    Attendant console misoperation
    A misoperation occurs on an attendant console with calls on hold only when the 
    system enters Night Service.
    1. The system enters Night Service with calls on hold at an attendant console.
    2. All calls on hold re-alert (as if the Held-Call Timed-Reminder had 
    expired).
    3. When the calls start re-alerting, a timer starts. The timer is set to the value 
    assigned in the Alerting (sec) field on the Console-Parameters form.
    4. If the attendant does not answer the calls before the timer expires, calls 
    route to the system Night Service destination. Calls that are not answered at 
    the night service destination before the night-service-disconnect timer 
    expires are dropped. 
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1.1
    June 2000
    Features and technical reference 
    1443 Modem Pooling 
    20
    Interactions
    nAttendant Lockout
    Attendant Lockout is temporarily disabled on calls that re-alert the 
    attendant console following a misoperation. This allows an attendant to 
    answer the calls.
    nBridged Appearances
    Misoperation Alerting calls do not re-alert on bridged call appearances.
    nVoice Response Integration
    Do not use Misoperations Handling with this feature if you are using 
    analog boards with Conversant.
    Modem Pooling
    (Not available with Offer B) Modem Pooling allows switched connections 
    between digital-data endpoints (data modules) and analog-data endpoints via pods 
    of acoustic-coupled modems. The analog-data endpoint is either a trunk or a line 
    circuit.
    Detailed description 
    Data transmission between a digital data endpoint and an analog endpoint requires 
    conversion via a modem, because the Digital Communications Protocol (DCP) 
    format used by the data module is not compatible with the modulated signals of an 
    analog modem. A modem translates DCP format into modulated signals and vice 
    versa.
    Modem Pooling feature provides pools of integrated-conversion modems and 
    combined-conversion modems.
    Integrated-conversion modem pools have functionality integrated on the Pooled 
    Modem circuit pack, providing two modems. Each one emulates a time-division 
    multiplexing (TDM) cabled to a 212 modem. Integrated are modem pools not 
    available in countries that use A-law companding.
    Combined-conversion modem pools are TDMs cabled to any TDM-compatible 
    modem. Combined-conversion modem pools can be used with all systems. 
    						
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    1444 Modem Pooling 
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    When the system needs a modem, it queries the digital-data module associated 
    with the call to determine if the module’s options are compatible with those 
    supported by the modem pools. If the options are not compatible, the originating 
    user receives intercept treatment. If the options are compatible, the system obtains 
    a modem from the appropriate pool. If a modem is not available, the user receives 
    reorder treatment.
    The system can detect the needs for a modem. Data calls from an analog-data 
    endpoint require that the user indicate the need for a modem, because the system 
    considers such calls to be voice calls. Users indicate this need by dialing the 
    data-origination access code before dialing the digital-data endpoint.
    The system provides a Hold Time parameter to specify the maximum time any 
    modem can be held but not used (while a data call is in queue).
    The integrated-conversion modems support the following options:
    nReceiver responds to remote loop
    nLoss of carrier disconnect
    nSend space disconnect
    nReceive space disconnect
    nCF-CB common
    nSpeed, duplex, and synch (administered)
    Combined-conversion modems support the following:
    nIBM bisynchronous protocols typically used in 3270 and 2780/3780 
    applications. Both require 2400 or 4800 bps, half-duplex, synchronous 
    transmission.
    nInteractive IBM-TSO applications using 1200 bps, half-duplex, 
    asynchronous transmissions
    nDATAPHONE II switched-network modems supporting asynchronous and 
    synchronous communications, and autobaud at 300, 1200, or 2400 bps
    nThe DEFINITY ECS operating at up to 19.2 kbps
    nDifferent pools with different data-transmission characteristics 
    						
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    Features and technical reference 
    1445 Modem Pooling 
    20
    Considerations
    nOn data calls between a data module and an analog-data endpoint, 
    Return-to-Voice releases the modem and returns it to the pool. The phone 
    user connects to the analog-data endpoint.
    nFor traffic purposes, the system accumulates data on modem-pooling calls 
    separate from voice calls. Measurements on the pools also accumulate.
    nWhen a phone user places a data call to a digital-data endpoint, does not 
    transfer the call to another digital-data endpoint, and uses a modem or 
    acoustically-coupled modem, the user dials the data-origination access 
    code before dialing the distant endpoint.
    nModem Pooling is not restricted. Queuing for modems is not provided, 
    although calls queued on a hunt group retain reserved modems. 
    nAvoid mixing modems from different vendors within a combined pool 
    because such modems may differ in transmission characteristics. 
    nWhen you administer data-transmission characteristics (speed, duplex, and 
    synchronization mode), they must be identical to the TDM and optional 
    modem selections made by the customer.
    nEach data call that uses Modem Pooling uses four time slots (not just two). 
    As a result, heavy usage of Modem Pooling could affect TDM 
    bus-blocking characteristics.
    nTandem switches do not insert a pooled modem. The originating switch 
    inserts a pooled modem.
    Interactions
    nCall Detail Recording
    Data call CDR records the use of modem pools on trunk calls.
    nData Call Setup
    Data calls to or from a TDM cannot use Modem Pooling.
    nData Privacy and Data Restriction
    The insertion of a modem pool does not turn off Data Privacy or Data 
    Restriction.
    nData-Only Off-Premises Extensions
    Calls to or from a Data-Only Off-Premises Extension cannot use Modem 
    Pooling, when this type of digital-data endpoint uses a TDM. 
    						
    							DEFINITY ECS Release 8.2
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    Features and technical reference 
    1446 Multiappearance Preselection and Preference 
    20
    nDigital-multiplexed Interface Trunks
    If you place a data call from a local analog-data endpoint to a DMI trunk, 
    you must dial the data-origination access code to obtain a modem. Data 
    calls on DMI trunks to local analog-data endpoints automatically obtain 
    modems.
    nDS1 Tie Trunk Service
    Connect modems used for Modem Pooling to AVD DS1 tie trunks via Data 
    Terminal Dialing or by dialing the feature-access code for data origination.
    Related topics
    To set up modem pooling for single-carrier cabinets, refer to DEFINITY ECS 
    Installation and Test for Single-Carrier Cabinets.
    To set up modem pooling for compact modular cabinets, refer to DEFINITY ECS 
    Installation, Upgrades and Additions for CMC.
    To set up modem pooling for multi-carrier cabinets, refer to DEFINITY ECS 
    Installation and Test for Multi-Carrier Cabinets.
    To set up modem pooling for G3si cabinets, refer to DEFINITY ECS Upgrades 
    and Additions for R7si.
    Multiappearance Preselection and 
    Preference
    Multiappearance Preselection and Preference selects the call appearances you use 
    to connect to when you lift the handset.
    Multiappearance Preselection and Preference provides multiappearance telephone 
    users with the following options for placing or answering calls on selected call 
    appearances.
    nRinging Appearance Preference
    When a user lifts the handset to answer a call, the system automatically 
    connects them to the ringing call appearance. If there is more than one call, 
    the user automatically connects to the oldest (first-in) ringing call 
    appearance. The in-use (red) lamp tracks the ringing appearance and the 
    answered appearance. 
    						
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