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Call Center Features

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100

Issue 2 June 1999 A-12

Call Center Features

DEFINITY ProLogix Solutions offers the following features designed to help you set up and maintain a
modern Call Center:

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Abandoned Call Search

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Add/Remove Skills

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Agent Call Handling

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Auto-Available Split

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Automatic Call Distribution

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Basic Call Management System

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Best Services Routing (Queue to Best)

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Call Prompting

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Call Vectoring

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Calling Party/Billing Number

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CentreVu Advocate

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CentreVu Virtual Routing

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Direct Agent Announcement

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Expert Agent Selection

Summary of Contents for DEFINITY ProLogix Solutions

Page 1: ...DEFINITY ProLogix Solutions Release 2 0 Overview...

Page 3: ...te at the time of printing However information is subject to change Your Responsibility for Your System s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthoriz...

Page 4: ...at result from such unauthorized use Lucent Technologies Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance call Technical Servi...

Page 5: ...on Systems Bay Networks is a registered trademark of Bay Networks Paradyne is a trademark of Paradyne Corporation Ascend and Pipeline are registered trademarks of Ascend Communications Inc Hypercom is...

Page 6: ...act the Lucent Technologies Publications Center Warranty The CD software and documentation are not warranted and are provided by Lucent Technologies as is Disclaimer Intellectual property related to t...

Page 7: ...ces iii About This Document xv Purpose xv Intended Audiences xv How to Use This Document xvi Conventions Used in This Document xviii Security xviii How to Order Documentation xix How to Comment on Thi...

Page 8: ...Desktop Console Solutions 2 1 Telephones for the Global Marketplace 2 1 Digital DCP Telephones 2 3 ISDN BRI Telephones 2 16 Analog Single Line Telephones 2 18 Attendant Consoles 2 24 DEFINITY Attenda...

Page 9: ...ITY AUDIX 4 3 DEFINITY AUDIX 4 8 Centralized Messaging vs Networked Messaging 4 8 INTUITY AUDIX Messaging Solutions 4 9 INTUITY AUDIX Features 4 9 INTUITY Message Manager 4 13 DEFINITY AUDIX Voice Mes...

Page 10: ...entreVu Virtual Routing 5 20 CentreVu Advocate 5 22 CentreVu Compact Call Center Drop In Solutions 5 25 6 Wireless Solutions 6 1 Medium Range Mobility Solution 6 1 Long Range Mobility Solutions 6 4 DE...

Page 11: ...ll Coverage Call Forwarding Off Net Coverage of Calls Redirected Off Net 8 2 Extended User Administration of Redirected Calls Telecommuting Access 8 2 Personal Station Access 8 2 Station Security Code...

Page 12: ...il Recording Features 9 16 Call Detail Recording Devices 9 18 Call Accounting Systems 9 18 Security 9 20 Security Violation Notification 9 20 Call Restrictions 9 20 10 Trunking and Networking Solution...

Page 13: ...Centralized Attendant Service 10 22 Main Satellite Tributary 10 23 Electronic Tandem Network 10 24 Multimedia Communications 10 25 Starter Application Package 10 28 Appendix A Features A 1 Automatic...

Page 14: ...nstallation Maintenance for Compact Modular Cabinets B 4 DEFINITY Adjuncts B 5 DEFINITY AUDIX System Release 4 B 5 Guide Builder B 6 INTUITY Messaging Solutions Release 5 B 7 PC Applications and CALLM...

Page 15: ...ister or maintain DEFINITY ProLogix Solutions For this information refer to the enclosed documentation library compact disk CD document number 555 235 807 See Appendix B for a listing of the libraries...

Page 16: ...ping you to identify applications that increase the productivity and effectiveness of employees in your company This document consists of the following chapters Chapter 1 Introduction provides an over...

Page 17: ...that enable employees in your company to work effectively off site Chapter 9 System Administration Solutions describes applications that can help you manage DEFINITY ProLogix Solutions Chapter 10 Tru...

Page 18: ...NITY ProLogix Solutions The term switch is used to represent other telecommunications switching products Security The Security of your DEFINITY ProLogix Solutions is extremely important to Lucent Tech...

Page 19: ...ons Center 2855 North Franklin Road Indianapolis IN 46219 1385 U S A Voice 1 800 457 1235 Fax 1 800 457 1764 International Voice 317 322 6791 International Fax 317 322 6699 To order paper versions of...

Page 20: ...our feedback Please fill out the reader comment form at the back of the document and return it If the reader comment form is missing fax your comments to 1 908 953 6912 and mention this document s nam...

Page 21: ...y including an array of prepackaged advanced applications known as Application Starter Packages and service and support options DEFINITY ProLogix Solutions is a member of the powerful DEFINITY family...

Page 22: ...ITY AUDIX Voice Messaging System Release 4 3 or later DEFINITY AUDIX Voice Messaging System Release 3 2 or later Octel 100 Messaging BCMS and or BCMS Vu software CentreVu Call Management System INTUIT...

Page 23: ...onsole Telephones including the globally designed 6400 series as well as 8500 8400 9400 9100 8100 7400 7300 ATL and 6200 series MasterDirectory and PhoneLine applications Access Security Gateway ASG G...

Page 24: ...for more details about each Starter Package The following Starter Packages are available Virtual Office The Virtual Office Starter Package lets you provide voice and data access for off site workers a...

Page 25: ...Party displays and other productivity enhancing features Information Management The Information Management Starter Package includes the software you need to collect modify and synchronize directory i...

Page 26: ...olutions However there are some differences between DEFINITY ProLogix Solutions and the DEFINITY ECS as listed below DEFINITY ProLogix Solutions uses a new cabinet processor and power supply R7csi DEF...

Page 27: ...or signaling for DCS networks However C LAN supports TCP IP connectivity for DCS networking and adjuncts such as CentreVu CMS and AUDIX systems For more detailed information on the system s robust cap...

Page 28: ...stem Port circuit packs connect to telephones computers and trunks The cabinets are designed to accept any type of port circuit pack in each circuit pack position The circuit packs fit into connectors...

Page 29: ...1 Hardware Compact Modular Cabinets Figure 1 shows a compact modular cabinet Figure 1 Compact Modular Cabinet...

Page 30: ...pact modular cabinet CMC Each CMC has its own power supply Up to three cabinets can be connected together in a single port network It enables small organizations to expand while keeping the initial in...

Page 31: ...sized when the system is initialized selecting the proper software parameters based on the hardware configuration In addition to the basic software various optional packages can enhance the capabiliti...

Page 32: ...ce it can handle above average temperatures and humidity In case of power outages the system automatically restores the last saved version of user translations and runs them at system restart The syst...

Page 33: ...ITY ProLogix Solutions brings voice communications data communications and messaging together on the desktop and enables you to customize the types of service for various individuals Note Some applica...

Page 34: ...g lamp for notification of messages The following DEFINITY telephones are supported 6400 Series digital telephones 7400 Series digital telephones 8400 Series digital telephones 8500 Series ISDN BRI te...

Page 35: ...volume of calls require access to multiple applications or databases use switch features heavily or require messaging services They can be used with personal computers to expand their capabilities Th...

Page 36: ...e Transfer Hold and Last Number Dialed fixed feature buttons Whisper Page which enables an assistant to announce another call to the boss during an active call on the boss telephone This announcement...

Page 37: ...tiline DCP telephone that has eight call appearance feature buttons This telephone has no display and can be wall mounted The 6408 is designed for users who need multiple line appearances and extensiv...

Page 38: ...sociated soft keys A 24 button expansion module can be added to provide 24 additional auxiliary buttons The 24 button expansion module requires power from the station or the closet The 6416D has a bui...

Page 39: ...ephone is a digital multiline DCP telephone that has 24 call appearance feature buttons and a 2 line by 24 character display This telephone is designed for the busy executive or executive assistant wh...

Page 40: ...ring impaired The 6424D M has a built in 2 way speakerphone and can be wall mounted A 24 button expansion module can be added to provide 24 additional auxiliary buttons The 24 button expansion module...

Page 41: ...t benefit provides an easier transition to either a 2 line or a 4 line environment thereby reducing wiring expenses and installation adjustments These telephones also enable you to save space inside o...

Page 42: ...can be wall mounted The 8410B has a built in 2 way speakerphone and programmable keys 8410D telephone The 8410D is a 10 line telephone with a 2 line 24 character display The 8410D has 12 additional fe...

Page 43: ...The 8411D has 12 additional features that are accessible via the 2 line by 24 character display and are selected by the four display associated soft keys This telephone cannot be wall mounted 8434DX t...

Page 44: ...Telephones and 8400 Series Telephones Feature 6400 Series Telephones 8400 Series Telephones Whisper Page Yes Yes Group Page Yes Yes Bridged Appearance Yes Yes Personal CO Line Appearance Yes Yes Dire...

Page 45: ...y Yes Tip Ring Interface Yes Yes 8411 2 and 4 wire 2 wire only Yes RS 232 CTI Interface No Yes 8411 AD Labeling Yes Yes Active Dialing Yes Yes Context Sensitive Help Yes Yes Table 1 Differences betwee...

Page 46: ...mounted This entry level telephone is designed for users with basic call handling requirements The 9403 is ideal for areas where there is minimum use such as reception areas copy rooms file rooms or w...

Page 47: ...le can be added to provide 24 additional auxiliary buttons The 24 button expansion module requires power from the station or the closet The 9434 operates only in both 2 wire and 4 wire configurations...

Page 48: ...ers to expand their digital capabilities The DEFINITY ISDN BRI telephones include models that have unique features such as call logs and personal directories 8500 Series ISDN BRI Telephones The 8500 S...

Page 49: ...a Digital and Analog SoundPoint speakerphone or a 500A headset adapter and can be wall mounted 8520T ISDN BRI telephone The 8520T ISDN BRI telephone is an all around multi purpose mid range telephone...

Page 50: ...small office home office environments The 8528T provides 28 buttons for call appearances flexible features nine fixed feature buttons a built in speakerphone and a 2 line by 24 character display with...

Page 51: ...telephones There are two 6200 telephones available 6210 telephone The 6210 telephone is a single line analog telephone that can be wall mounted This telephone has a built in Data jack that allows a us...

Page 52: ...telephone allows users to access system features with the Flash button 8101 telephone The 8101 telephone is a single line analog telephone that contains a Message light selectable personalized ringin...

Page 53: ...The 9101 telephone has the following features standard alphanumeric dial pad convenient pulse or push button tone dialing a fully modular connection that provides maximum ease of installation telepho...

Page 54: ...button for accessing system features such as Hold and Transfer three memory dialing buttons ability for you to program ten memory dialing numbers on the numeric dial pad keys 0 and 1 through 9 on hook...

Page 55: ...ng system features such as Hold and Transfer Last Number Redial feature Save feature which enables you to save a number in memory for a temporary period of time Mute button Speaker volume control user...

Page 56: ...connectivity to a 4 wire circuit pack DEFINITY PC Console Release 2 0 or later DEFINITY Attendant Console The DEFINITY Attendant Console is a digital call handling station with push button control th...

Page 57: ...processing or other software enables the attendants to stay productive between calls Your company directory is displayed on screen with busy extensions shaded A variety of search functions are availa...

Page 58: ...4 MB of ROM a 3 5 inch disk drive an available COM port sufficient hard disk space The space required to support PC Console depends on the number of users you are supporting the amount of information...

Page 59: ...e following equipment to supplement services and features of your system and telephones power systems on hold and delayed announcement systems headsets audio and visual paging alerts and sensors speak...

Page 60: ...irregularities During a power failure the UPS battery activates supplying power for a limited amount of time Surge Protectors Surge protectors help protect PCs fax machines and other equipment from e...

Page 61: ...fessionally produced announcements are delivered remotely to your company directly from the production studio Production options include legally licensed background music and or customized information...

Page 62: ...optimize the caller s personal perception of automated communications With professional announcement recordings callers hear professional productions that deliver important information Delay Announce...

Page 63: ...e rooms warehouses or storerooms Visual paging includes indoor LED message display signboards wireless keyboards for sign programming connector kits for integrating with the PagePac Plus equipment and...

Page 64: ...elephones have built in speakerphones external speakerphones are the preferred solution for use in large conference rooms Security Devices To help secure your DEFINITY ProLogix Solutions Lucent Techno...

Page 65: ...rs are able to provide the correct response to the challenge issued by the DEFINITY ProLogix system The challenge issued by the DEFINITY ProLogix system and the response that the system expects are co...

Page 66: ...talled on the analog telephone line at the calling party end The Remote Port Security Device works with all data communications protocols and can be used in the following applications protecting organ...

Page 67: ...stem is a state of the art multi user telemanagement system Designed in the industrial strength on line dynamic server based Informix NT this application is unmatched in its performance and speed Tele...

Page 68: ...suitable for downloading to other applications The optional toll fraud detection module enables you to detect fraudulent use of your long distance services You can generate reports that identify most...

Page 69: ...s Call Accounting System NT Call Accounting System NT has equivalent functionality as Telecommunications Management System but only offers call accounting Call Accounting System NT is a LAN WAN based...

Page 70: ...f same features as the Call Accounting System for Windows the system also serves to help integrate your INTUITY applications You can use the INTUITY Call Accounting System to optimize DEFINITY ProLogi...

Page 71: ...dia messaging and voice response systems provide businesses with the voice processing tools to communicate more efficiently and make time spent on the job more productive Whether your company has ten...

Page 72: ...maximum flexibility For example a caller can choose to transfer from the system to an attendant or operator Or the caller can transfer to another extension instead of leaving a message Your company ca...

Page 73: ...em and the Lucent INTUITY system to communicate over a private dedicated LAN or using a customer s LAN The DEFINITY ProLogix Solutions system is a server and the Lucent INTUITY system is a client that...

Page 74: ...PP connections as part of a DCS network See Chapter 10 for further details about DCS using C LAN Mode Code The mode code in band link allows the Lucent INTUITY system and a DEFINITY ProLogix Solutions...

Page 75: ...n Information Calling Party ID Yes Yes Called Party ID Yes Yes Internal vs External Call Yes Yes Can provide internal and external personal greetings Direct vs Redirected Call Yes Yes Busy vs No Answe...

Page 76: ...uch as Message Center or LWC on switch MWI On Off Yes Yes MWI Audit Yes No Can refresh one at a time Transfer Type Transfer Out of AUDIX Enhanced Basic Basic transfer via switch hook flash Possibility...

Page 77: ...itch integration With Basic Transfer calls transferred to the switch look like direct calls from the Lucent INTUITY system They follow the switch s coverage path for the transfer to destination With E...

Page 78: ...as multiple DEFINITY ProLogix Solutions and or other DEFINITY ECS systems you can implement a multimedia messaging system such as the INTUITY AUDIX system in a centralized and or a networked environme...

Page 79: ...d 1255 hours of stored messages MAP 40 MAP 40s and MAP 100 are new with Release 7 1 of DEFINITY software INTUITY AUDIX Release 5 supports the Mode Code analog interface connectivity and TCP IP connect...

Page 80: ...send it to an e mail recipient Text to Speech allows you listen to a voice rendering of text messages sent from a supported e mail system and or INTUITY Message Manager Print Text enables you to prin...

Page 81: ...zed environment With the Mode Codes interface you cannot set up separate internal and external greetings Priority Messaging places important messages ahead of others Outcalling automatically dials a p...

Page 82: ...wn name on the system Automatic Message Scan can play all new messages in part or in their entirety without requiring you to press additional buttons which is particularly useful when you are getting...

Page 83: ...multimedia messaging processing features on a personal computer connected to a local area network LAN It also works with the DEFINITY AUDIX system This feature requires three distinct components to op...

Page 84: ...to view faxes on your PC and optionally print faxes text email and binary attachments recording addressing and scheduling messages replying to messages and forwarding messages annotating messages with...

Page 85: ...er login codes and passwords to access the system Whenever you call the DEFINITY AUDIX system you interact with it by entering commands through your telephone s touch tone keypad You simply specify th...

Page 86: ...g to the DEFINITY Communications System backplane provides direct access to switch interfaces such as time slots signalling mechanisms and power feeds Bypassing analog ports and digital conversions pr...

Page 87: ...ntral processing unit the small computer system interface unit that supports the magneto optical disk and hard disk the digital signal processor complex that does speech processing and the time slot i...

Page 88: ...ecipients or to all users on the system System Broadcast enables you to send broadcast messages as regular voice messages or as messages that recipients hear as they log in AUDIX Directory enables you...

Page 89: ...enables you to forward messages with or without attached comments Name Addressing enables you to address messages by name if you do not know the extension Private Messaging is a special coding featur...

Page 90: ...up to 48 callers at once It can operate by itself to dispense information or collect data or it can work with a host computer to access a large database such as bank account records With its speech r...

Page 91: ...in intelligence that enables it to read abbreviations accurately For example Dr is spoken as doctor or drive depending on the context in which it occurs and read numbers accurately For example the ZIP...

Page 92: ...ime and thereby cuts customer costs Octel 100 helps you improve customer service by being more accessible and responsive to customer calls and messages enhance productivity by enabling employees to ha...

Page 93: ...e caller s name to the called party who can accept or reject the call or redirect it to another extension If the called party rejects the call the system informs the caller there was no answer at the...

Page 94: ...tified for example Monday through Friday 10 00 am to 8 00 pm the number where they want to be called and whether they want to be notified for all messages or for urgent messages only Visual Mailbox gi...

Page 95: ...olitely keep callers waiting in queue a holding place for incoming calls informed about how long it will probably take to process the call Detailed call statistics are constantly available to the agen...

Page 96: ...ions provides an applications platform that consists of several elements When these elements are integrated to meet your business requirements you will have the advanced call distribution and manageme...

Page 97: ...CentreVu CMS has sophisticated control mechanisms and reporting capabilities for effective management of call centers of all sizes including multi location operations CentreVu CMS provides a comprehen...

Page 98: ...s information includes specific event data on calls by agent agent group station queued calls trunks trunk groups and agent actions With optional Call Vectoring vector and Vector Directory Number VDN...

Page 99: ...optimal call center management CentreVu Supervisor gives call centers access to these capabilities from the convenience of desktop PC supported by Windows 95 Windows 98 or Windows NT 4 0 The recommen...

Page 100: ...er with the following advantages Cradle to Grave Reporting All queries result in the return of accurate information produced by your call center With CentreVu Explorer II you have a complete view of a...

Page 101: ...ying customers who call from pay phones prisons hotels coin and cellular phones to mention a few Abandon Caller Analysis CentreVu Explorer II provides details not only for callers who abandon in queue...

Page 102: ...th an industry standard Web browser to connect to the LAN and use the CentreVu Explorer II Graphical User Interface GUI to access the local data base and access details such as how many times the call...

Page 103: ...ng call is routed to the agent who has been available for the longest time resulting in balanced workloads for agents Agents in an ACD environment are assigned to a hunt group a group of agents handli...

Page 104: ...5 Automatic Call Distribution ACD Figure 2 A Basic Example of Automatic Call Distribution...

Page 105: ...h a queue warning level If the preset maximum queue length is reached additional incoming calls are redirected to a call coverage path if administered ensuring that calls are routed to an extension th...

Page 106: ...reet the caller appropriately Automatic Available hunt group allows the CONVERSANT Voice Information System or other nonhuman agent positions to be staffed automatically and made available Each agent...

Page 107: ...l Management System is ideal for companies that need call management features The Basic Call Management System collects and processes DEFINITY ProLogix Solutions ACD call data up to 7 days within the...

Page 108: ...following are the types of reports that can be generated Real time reports Agent Status System Status Vector Directory Number Status Historical reports Agent Agent Summary Split Split Summary Trunk Gr...

Page 109: ...or later Using BCMS Vu Call Center managers can capture BCMS historical data and store the data on the PC for 1 year depending on the amount of information being stored report on the historical data m...

Page 110: ...for disk space on the user s PC depends on the size of the Call Center configuration and on the requirements for storing the historical data a double speed or higher CD ROM drive an available serial...

Page 111: ...g features Automatic Call Distribution ACD Auto Available Split MIA Across Splits Skills Option MIA Treatment for ACW Multiple Call Handling on Request Forced Multiple Call Handling Move Agent Change...

Page 112: ...xe package includes all the capabilities of the Call Center Basic package in addition to the following features Call Work Codes CWC Call Vectoring Call Prompting Administrable Inter digit Timeout and...

Page 113: ...Vector Directory Number Calls Routing Wildcard Matching Call Center Elite The Call Center Elite package enhances your Call Center by including all the capabilities of the Call Center Deluxe package i...

Page 114: ...gether as a single virtual call center Its smart routing capabilities monitor and anticipate changing conditions across your virtual call center network to find the best place to deliver each call eve...

Page 115: ...or Directory Number VDN Caller supplied collected digits Dialed Number Identification Service DNIS Accumulated time waiting CentreVu Virtual Routing also passes along a Universal Call ID UCID a unique...

Page 116: ...ss plan This software application features expert routing algorithm software from Bell Labs that lets you implement complex customer service agent resource and enterprise planning strategies as a crit...

Page 117: ...best possible service Predicted Wait Time will help your call center build stronger customer relationships and will improve your overall call center efficiency Least Occupied Agent This capability di...

Page 118: ...with the flexibility of automatically activating predefined Reserve Agents when a skill is in an over threshold condition This feature will improve your overall efficiency by eliminating the need for...

Page 119: ...nters Two packages are available Basic Package The Basic Package offers the following features support for 6 12 or 25 agents DEFINITY Release 6 3 Deluxe Call Center software RTU license Basic Call Man...

Page 120: ...ntegrated Announcement circuit pack which is the hardware that connects into the DEFINITY ProLogix Solutions system to enable delayed announcements DEFINITY Call Classifier circuit pack which enables...

Page 121: ...reless tools remove the fear of losing customers who could not wait to reach you directly Lucent Technologies cordless telephones give you complete freedom to make and receive calls around your office...

Page 122: ...6 Medium Range Mobility Solution Figure 3 TransTalk 9000...

Page 123: ...sponding charging cradles radio modules and holsters stand alone consisting of a single radio module wireless telephone charging cradle and holster The wireless telephones have the following features...

Page 124: ...oworkers and suppliers wherever you go in your office complex desk to desk office to office or office to warehouse In both systems overlapping zones enable you to move about freely without changing te...

Page 125: ...6 Long Range Mobility Solutions Figure 4 Long Range Mobility Solutions...

Page 126: ...which is unique in the wireless industry analyzes the building or campus space and determines how the wireless system should be configured It precisely locates base stations within the structure or s...

Page 127: ...square foot 360 000 square meters coverage area DEFINITY Wireless Business System DECT Adjunct The DEFINITY Wireless Business System DECT Adjunct is an adjunct connected to DEFINITY ProLogix Solutions...

Page 128: ...llowing software to manage the system System Manager which provides management capabilities over the wireless system The System Manager is used to load and back up system files upgrade circuit packs a...

Page 129: ...anywhere from 1 to 25 users the Wireless Starter Package gives workers convenient business calling features in compact handsets The following are the DEFINITY ProLogix Solutions Starter Packages for w...

Page 130: ...6 Starter Application Package...

Page 131: ...integrate data processing data communications and voice communications DEFINITY ProLogix Solutions supports the following types of CTI applications Server Based Solutions which require the Lucent CTI...

Page 132: ...d with the DEFINITY ProLogix Solutions system allowing Lucent CTI server software to run as part of the DEFINITY system DEFINITY LAN Gateway and CallVisor PC LAN are supported on the MAP D The MAP D b...

Page 133: ...s to define custom sets of rules for real time call routing by associating scripts with PBX facilities receiving calls SmartRoute enhances the ability of a call center s PBX ACD to make decisions abou...

Page 134: ...effective software application to provide easier entry into CTI applications for small Call Center customers Intuition automates the business process by using sophisticated rules based intelligence It...

Page 135: ...allows the agent to enable these applications with inbound and outbound CTI capabilities without computer code changes within the application itself This provides tremendous flexibility for companies...

Page 136: ...other computer telephony applications Microsoft Windows Telephony Application Programming Interface TAPI support and Telephony Manager Script Editor and Auto Task Manager allow independent software ve...

Page 137: ...ovide you with an interface between your PC and DEFINITY ProLogix Solutions via your telephone PassageWay Telephony Manager increases your telecommunications capabilities by providing the following ap...

Page 138: ...Phonebook Telephony Manager displays the name of the caller enabling you to know who is calling before you answer your telephone Log Manager Log Manager enables you to access information from the call...

Page 139: ...g Auto Task Manager you can create a trigger that will run your redirect script when you receive calls with Telephony Manager from specific telephone numbers or people Anywhere Dialer Anywhere Dialer...

Page 140: ...omputer with a 486 or higher processor Pentium recommended a minimum of 16 megabytes MB of RAM a minimum of 25 MB of hard disk space a 3 5 inch disk drive CD ROM drive recommended an available serial...

Page 141: ...400 series telephone 7400 series telephone CALLMASTER 4 wire Digital Communications Protocol telephone with adjunct power Local adjunct power or closet power for the PassageWay adapter PassageWay adap...

Page 142: ...7 PassageWay Direct Connection Solutions Figure 5 shows two typical PassageWay configurations Figure 5 PassageWay Direct Connect Configurations...

Page 143: ...Coordinated Voice and Data Transfer Outbound Preview Dialing Inbound Call Handling Rules user defined call coverage PC based Telephony conference transfer drop and hold calls from the PC FastCall is...

Page 144: ...SNAP Connection SNAP Connection is a middleware and call control application that interfaces PassageWay with any Windows based application on a LAN or a desktop Easy to install and easy to use SNAP C...

Page 145: ...that imports names and telephone numbers into SNAP Connection Mini Dialer which allows the user to highlight a name or number in any Windows program and then click the Dialer icon to have the number...

Page 146: ...atures enable users to locate directory entries quickly by any field Computer telephony support via PassageWay Direct Connection and CentreVu Computer Telephony enables users to dial any directory ent...

Page 147: ...acted by normal office routines and frequently end up working longer hours with greater output During severe weather they can continue working when others cannot Special DEFINITY system modules are av...

Page 148: ...monitor calls and bring them back for additional processing if not answered for example voice mail or to leave calls at the remote off net location There is a one second delay before the caller connec...

Page 149: ...feature enables you to easily ensure protection of your console features All of these features are described in detail in the DEFINITY ECS Release 7 Administrator s Guide 555 230 502 under the follow...

Page 150: ...Pipeline 15 also supports caller line ID devices on its two analog ports and advanced analog calling features such as hold drop conference and transfer DEFINITY Extender DEFINITY Extender is a single...

Page 151: ...away from the desk on vacation etc Note This feature only works in a centralized environment With the Mode Codes interface you cannot set up separate internal and external greetings Outcalling automat...

Page 152: ...l give your message priority status The system will notify me of your priority message almost immediately Starter Application Package The Virtual Office Starter Package lets you provide voice and data...

Page 153: ...all or large stand alone or networked DEFINITY ProLogix Solutions has the tools to manage your system efficiently Terminal and facility administration features enable you to administer telephones comp...

Page 154: ...can migrate from one option to another smoothly and with minimal training DEFINITY ProLogix Management Terminal The Management Terminal interface is the integrated management tool built into DEFINITY...

Page 155: ...DEFINITY Site Administration streamlines common system administration tasks by providing short cuts to command administration commands the ability to schedule tasks to run at a later date the ability...

Page 156: ...Y and or AUDIX hosts from the Browser The Browser is based on a standard tree view and forms the central user interface component in DEFINITY Site Administration Emulation The emulation support in DEF...

Page 157: ...nced DEFINITY Interface the Add User Wizard or Call Accounting Data Export Event Log The Event Log enables users to view the results of running and completed tasks Job Viewer The Job Viewer enables us...

Page 158: ...tion provides easy graphical exporting and importing of agent login coverage paths hunt groups data modules stations trunk groups and VDNs Users can export data fields to databases such as Microsoft E...

Page 159: ...follow instructions on how to add bridged appearances to telephones Out of Service Trunks The Out of Service Trunks feature creates a task that checks periodically for out of service trunks If an out...

Page 160: ...extensions can be used for Automatic Call Distribution Dialled Number Identification Service This feature allows a phantom extension to be administered on the switch for each call type that needs to b...

Page 161: ...ned The Administration Without Hardware feature can be used on the following terminal types analog telephones Digital Communications Protocol telephones hybrid telephones DEFINITY ProLogix Solutions c...

Page 162: ...nected to a wired but untranslated jack After a terminal is connected to an appropriate jack the terminal user can dial the appropriate codes followed by a pretranslated extension number of an Adminis...

Page 163: ...lutions also supports scheduling of one shot requests commands that are executed only once and then removed from the scheduling queue automatically by the feature such as save translation commands Fun...

Page 164: ...t groups and the attendant group System Status reports supply information associated with the attendant group major and minor alarms and traffic measurements The Recent Change History feature reports...

Page 165: ...f Service values The Site Data report lists by extension the site data associated with stations in the system Ranging and filtering capabilities are provided for selected site fields Performance Measu...

Page 166: ...erloaded switch resources Attendant Position report Security Violations report Tandem Traffic report The following measurements are useful in helping you evaluate the network engineering design for po...

Page 167: ...ng For non ISDN trunks Periodic Pulse Metering accumulates pulses transmitted from the public network at periodic intervals during an outgoing call At the end of the call the number of pulses collecte...

Page 168: ...Solutions has enhanced the Call Detail Recording capabilities available to you Call Detail Recording Features DEFINITY ProLogix Solutions enhances Call Detail Recording with the following capabilitie...

Page 169: ...itch features and new Call Detail Recording devices become available The variable format allows you to define a record in terms of its content from a set of available data elements the position of its...

Page 170: ...ng System Plus Cost Allocator or host processors that are supported over an RS 232C interface with XON XOFF flow control asynchronous ASCII printers with RS 232C interface The enhanced variable format...

Page 171: ...fers call accounting Call Accounting System NT is a LAN WAN based application that supports customers with multi user requirements See Call Accounting Systems in Chapter 3 for more information Call Ac...

Page 172: ...ation notification identifies potential hackers attempts to access DEFINITY ProLogix Solutions It notifies you when the number of invalid barrier code attempts or invalid login attempts is greater tha...

Page 173: ...hs to offer you network management features network interfaces a variety of private network configurations and end to end ISDN capabilities Lucent Technologies leadership in developing and supporting...

Page 174: ...cation System For a multilocation company that requires several systems Distributed Communications System DCS may be the answer DCS is a network arrangement of private switches referred to as nodes Th...

Page 175: ...ack Calling Party Name Display If your telephone is equipped with a digital display information about the person calling you is displayed before you pick up the receiver You can know who is calling if...

Page 176: ...ou can also use the Software Defined Network SDN services The Software Defined Network supports all DCS features except the following DCS attendant control of trunk group access DCS attendant direct t...

Page 177: ...RI then the new sites can be added directly If you wish to mix ISDN PRI and TCP IP connections in the network then the new DEFINITY ProLogix Solutions must connect to the network via a gateway system...

Page 178: ...DEFINITY ProLogix Solutions to Existing DCS Networks Figure 6 DCS Network with TCP IP ISDN PRI and BX 25 Signaling 1 DEFINITY ProLogix Solutions or 6 Existing DCS BX 25 Network 4 6 1 1 1 3 2 2 8 5 3 7...

Page 179: ...witch to switch as long as both switches support the same protocol The Lucent Technologies implementation of QSIG features the Name Identification supplementary service and the Call Forwarding and Cal...

Page 180: ...routing capabilities linking several call routing features to build a communications network capable of providing flexible call routing for any type of dialing plan while accommodating changes in bot...

Page 181: ...particular dialing plan International Direct Distance Dialed calls generally consist of an international access code a country code and a national number Both codes may vary in length DEFINITY ProLogi...

Page 182: ...n Facility Restriction Level Bearer Capacity Class Remote Network Access Public Network Call Priority and Authorization Codes Time of Day Routing Time of Day Routing allows you to select the most econ...

Page 183: ...aced Typically the least expensive facility will be first on the list the most expensive will be last If Generalized Route Selection is not being used when a call is made the system selects a routing...

Page 184: ...lection to differentiate between these and other types of calls and route them on the appropriate trunks Based on the call types and available trunk facilities voice and data calls may be routed over...

Page 185: ...ction Level of the trunk routes available to complete the call If the Facility Restriction Level of the telephone is equal to or higher than the Facility Restriction Level of trunks the call is comple...

Page 186: ...riction Level is too low you can enter your authorization code If the Facility Restriction Level associated with the authorization code is equal to or higher than the Facility Restriction Level of the...

Page 187: ...ix Solutions and other switches including central office switches and other premises switches Trunks that perform the same function are grouped together and administered as trunk groups Trunks interfa...

Page 188: ...used to provide T1 or ISDN Primary Rate Interface service Tie Trunks Tie trunks carry communications between DEFINITY ProLogix Solutions and other switches in a private network Several types of trunk...

Page 189: ...with either United States or Japanese requirements The display name and number will work with all DEFINITY digital voice terminals Digital Communication Protocol and Basic Rate Interface equipped with...

Page 190: ...or other high speed digital facility such as fibre or microwave can reduce your network trunking and equipment costs Used to connect switches to the public network or to other switches in a private ne...

Page 191: ...supports the Internet Protocol IP Trunk interface which provides the capability to send voice and fax over the Internet between two DEFINITY systems that are equipped with the IP Trunk hardware and s...

Page 192: ...pair of wires that now carry simple telephone calls ISDN can deliver voice data and video services in digital format ISDN is a global access standard established by the Consultative Committee for Int...

Page 193: ...runk circuit pack enables DEFINITY ProLogix Solutions to support the T interface and the S T interface as defined by ISDN standards ITU T recommendation I 411 The circuit pack provides eight ports to...

Page 194: ...ch offices All locations in a Centralized Attendant Service arrangement have a listed directory number Calls to a branch listed directory number terminate at the main location even if the branch locat...

Page 195: ...e a single switch with one listed directory number A uniform dial plan provides a common 4 digit or 5 digit dial plan for a main satellite configuration A tributary is similar to a satellite but it ha...

Page 196: ...unking facilities Different Electronic Tandem Network locations are connected via analog or digital tie trunks For example a DS1 interface can act as a high speed 1 544 Mbps digital backbone for voice...

Page 197: ...to the names of the people with whom you teleconference DEFINITY ProLogix Solutions provides two different multimedia options Multimedia Applications Server Interface MASI The Multimedia Applications...

Page 198: ...change Call Coverage DEFINITY ProLogix Solutions tracks Multimedia Communications Exchange calls that are sent to coverage A DEFINITY coverage path can contain both Multimedia Application Server Inter...

Page 199: ...ations with colleagues at remote sites while taking advantage of the powerful call handling and routing features of DEFINITY ProLogix Solutions There are two modes of Multimedia Call Handling function...

Page 200: ...e consistent enhanced communications among multiple company locations cost effectively Depending on your business needs you can select a networking package to provide centralized voice mail remote cal...

Page 201: ...tomatic Routing Features Basic Features Call Center Features Hospitality Features Private Networking Features Trunk Group Features This appendix lists all DEFINITY ProLogix Solutions capabilities avai...

Page 202: ...ed normally the least expensive route available at the time the call is placed Generally AAR routes calls over a private network and ARS routes calls using the public network numbering plan However bo...

Page 203: ...ix Solutions Abbreviated Dialing Administered Connections Administrable Language Displays Administration Without Hardware Alphanumeric Dialing Alternate Operations Support System Alarm Number Answer D...

Page 204: ...runk Group Selection Attendant Display Attendant Intrusion Call Offer Attendant Override of Diversion Features Attendant Priority Queue Attendant Recall Attendant Release Loop Operation Attendant Seri...

Page 205: ...ternate Routing Shortcut Dialing Automatic Transmission Measurement System Block Collect Call Bridged Call Appearance Multi Appearance Telephone Bridged Call Appearance Single Line Telephone Bulletin...

Page 206: ...ling Access Conference Attendant Conference Terminal Consult Controlled Toll Restriction Coverage Callback Coverage Incoming Call Identification Crisis Alert to a Digital Station Customer Provided Equ...

Page 207: ...inctive Ringing Dual DCP I Channels Easy Beyond Today Emergency Access to the Attendant Enhanced Abbreviated Dialing Enhanced Voice Terminal Display Extended User Administration of Redirected Calls Ex...

Page 208: ...Individual Attendant Access Integrated Directory Integrated Services Digital Network Basic Rate Interface ISDN BRI Intercept Treatment Intercom Automatic Intercom Dial Internal Automatic Answer Last N...

Page 209: ...Multi Appearance Preselection and Preference Music on Hold Access Night Service Numeric Terminal Display PC PBX Connection Personal Station Access Personalized Ringing Power Failure Transfer Emergency...

Page 210: ...corded Announcement Recorded Telephone Dictation Access Remote Access Restriction Controlled Ringback Queuing Ringer Cutoff Ringing Abbreviated and Delayed Security Violation Notification Send All Cal...

Page 211: ...sfer Transfer Outgoing Trunk to Outgoing Trunk Translation Copy Protection Trunk Flash Trunk Group Busy Warning Indicators to Attendant Trunk Identification By Attendant Trunk to Trunk Transfer Visual...

Page 212: ...ollowing features designed to help you set up and maintain a modern Call Center Abandoned Call Search Add Remove Skills Agent Call Handling Auto Available Split Automatic Call Distribution Basic Call...

Page 213: ...ound Call Management Intraflow and Interflow Enhanced Look Ahead Interflow Malicious Call Trace Multimedia Call Handling Multiple Call Handling Queue Status Indications Reason Codes Redirection on No...

Page 214: ...ature for example described in the Basic Features section of this appendix is primarily used in lodging establishments That feature is listed as a basic feature because it is available on any system t...

Page 215: ...tworks Consequently the system includes many private networking features Centralized Attendant Service Distributed Communications System DCS DCS Alphanumeric Display for Terminals DCS Attendant Contro...

Page 216: ...annel DCS Trunk Group Busy Warning Indication DCS With Reroute Enhanced DCS Extended Trunk Access Extension Number Portability Inter PBX Attendant Calls Node Number Routing Private Network Access QSIG...

Page 217: ...A Private Networking Features QSIG Path Replacement QSIG Value Called Number ID Transit Counter Uniform Dial Plan User to User Information over Public Network...

Page 218: ...eatures for managing trunk groups efficiently ATM CES Trunks ATM Trunks Brazil R2 MFC Backwards Signal Call by Call Service Selection Caller ID on Analog Trunks CAMA E911 Trunks DS1 Trunk Service T1 a...

Page 219: ...t Technologies Publications Center at the address and phone number on the back of the title page of this document A complete list of Business Communications Systems BCS documents is available on the W...

Page 220: ...or s Guide 555 230 532 107825051 Issue 3 ProLogix R2 Getting Started 555 235 105 108432030 Issue 1 ProLogix R2 Overview 555 235 100 108432139 Issue 2 DEFINITY ECS Release 7 1 and later Administration...

Page 221: ...ok for Advanced Administration 555 233 712 108413519 Issue 2 Little Instruction Book for Basic Administration 555 230 727 108413527 Issue 5 Little Instruction Book for Basic Diagnostics 555 233 713 10...

Page 222: ...555 233 405 108343336 Issue 1 Installation for Adjuncts and Peripherals 555 230 125 108343195 Issue 5 Installation Upgrades and Additions for Compact Modular Cabinets 555 230 128 108343153 Issue 4 Mai...

Page 223: ...ITY Extender Switch Module System Administrator s Guide 555 230 532 107825051 Issue 3 ProLogix R2 Getting Started 555 235 105 108432030 Issue 1 ProLogix R2 Overview 555 235 100 108432139 Issue 2 Remot...

Page 224: ...108432139 Issue 2 Screens Reference 585 300 213 108356098 Issue 1 Security Handbook 555 025 600 108074378 Issue 6 Security Handbook Addendum 555 025 600ADD 108422536 Issue 1 System Description 585 30...

Page 225: ...e 14 INTUITY Messaging Solutions Release 5 Documentation 585 313 803 108344847 Issue 1 ProLogix R2 Getting Started 555 235 105 108432030 Issue 1 ProLogix R2 Overview 555 235 100 108432139 Issue 2 Secu...

Page 226: ...Getting Started 555 235 105 108432030 Issue 1 ProLogix R2 Overview 555 235 100 108432139 Issue 2 Telephones 6400 Series Multi line Telephones User s Guide 555 230 739 108339029 Issue 2 6400 Series Sin...

Page 227: ...ket Phone Quick Reference 503 801 161 107993149 Issue 2 TransTalk 9000 Digital Wireless System MDW 9031 9031 DCP Wireless Pocket Phone Installation and Use 503 801 166 108406166 Issue 2 TransTalk 9000...

Page 228: ...B Telephones...

Page 229: ...es telephones 2 16 9100 Series telephones 2 21 9400 Series telephones 2 14 adjuncts Access Security Gateway 3 6 alerts 3 5 audio paging 3 5 Call Accounting System for Windows 3 10 Call Accounting Syst...

Page 230: ...25 Attendant Position reports 9 14 audio paging 3 5 Automatic Alternate Routing description 10 11 Multinational World Class 10 9 World Class Routing 10 8 Automatic Available hunt groups 5 12 Automati...

Page 231: ...tions supported 9 18 Call Accounting System for Windows 3 10 9 19 Call Accounting System NT 3 11 9 19 Call Accounting System Terminal 9 19 INTUITY Call Accounting System 3 12 9 19 Telecommunications M...

Page 232: ...e call redirection 5 11 call coverage voice messaging systems 4 2 Call Detail Recording 9 16 call redirection Call Coverage 5 11 Interflow 5 11 Intraflow 5 11 call restrictions 9 20 Calling Party Name...

Page 233: ...Based Solutions 7 2 Sixth Sense 7 3 SmartRoute 7 3 SNAP Connection 7 14 third party applications 7 3 7 13 configurations main satellite tributary 10 23 D DEFINITY Attendant Console 2 24 DEFINITY AUDIX...

Page 234: ...al telephones 2 3 Direct Inward Dialing trunks 10 16 distributed communications system DCS feature transparency 10 3 networks 10 5 nodes 10 3 documentation E E1 interfaces 10 17 Electronic Tandem Netw...

Page 235: ...s 10 15 Full Mailbox Answer Mode 4 12 4 18 G Generalized Route Selection Automatic Route Selection 10 11 description 10 12 Group Lists 4 12 4 19 H hunt groups Automatic Available 5 12 interflow 5 11 o...

Page 236: ...TY Message Manager 4 13 IP interface 10 19 ISDN 10 20 capabilities and features 10 20 ISDN telephones 2 16 L M Magic On Hold 3 3 Magic On Hold Express 3 3 main satellite tributary configurations 10 23...

Page 237: ...me Record by Subscriber 4 12 4 18 network equipment 10 15 interfaces 10 15 management 10 10 Network Management features 10 10 O Octel 100 4 22 On Line Help 4 13 4 19 Outcalling 4 11 4 18 Outcalling te...

Page 238: ...l announcement recordings 3 4 Q QSIG Global Networking 10 7 Queue Status ACD 5 12 queuing redirection of calls Interflow 5 11 Intraflow 5 11 Redirection on No Answer ACD 5 12 release link trunks 10 17...

Page 239: ...3 8 Security Violation Notification 9 20 Security Violations reports 9 14 Sending Restrictions by Community 4 12 4 19 Site Data reports 9 13 Sixth Sense 7 3 SmartRoute 7 3 SNAP Connection 7 14 softwa...

Page 240: ...t System 3 9 9 18 telecommuting AUDIX features 8 5 Call Answering for Nonresident Subscriber 8 5 telecommuting continued Personal Station Access 8 2 Pipeline 15 8 3 Priority Outcalling 8 5 Remote Call...

Page 241: ...Toll Analysis 10 8 Traffic Summary reports 9 14 Transfer Restrictions 4 10 TransTalk 9000 6 1 trunk group circuits description 10 15 trunks 800 service 10 16 auxiliary 10 16 central office 10 15 Dire...

Page 242: ...X 4 15 integration 4 3 INTUITY AUDIX 4 9 INTUITY Message Manager 4 13 networked messaging 4 8 Octel 100 4 22 voice response systems INTUITY CONVERSANT 4 20 W Wide Area Telecommunications Service trunk...

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