DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Comcode 108596990 Issue 1 April 2000
Copyright 2000, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents iii Contents Contents iii About This Document xix ■ The purpose of this overview xix ■ The intended audiences xix ■ The content of this overview xix ■ How to use this document xxi ■ Conventions used in this document xxi ■ Trademarks xxi ■ Where to find related documents xxiii ■ How to order related documents xxiii ■ How to comment on this document xxiii 1 New
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents iv ■ 3 Connections to the system 2-18 Adjunct connections 2-20 Telephone connections 2-21 Network connections 2-21 Power 2-22 Industry Applications 3-1 ■ Overview 3-1 ■ Education (K – 12 and small colleges) 3-2 ■ ■ ■ Ensure reliable telephone service 3-2 Coordinate information and services 3-2 Communicate easily with the outside world 3-3 Reduce costs while meetin
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents v ■ ■ ■ ■ ■ ■ 4 Hospitality 3-12 Control costs 3-12 Improve operating efficiency and safety 3-13 Enhance guest services 3-13 Specialized solutions 3-14 Legal/Professional 3-15 Keep track of client costs 3-15 Stay in contact at different locations 3-15 Provide a high level of service 3-15 Manufacturing 3-16 Keep in contact with vendors and suppliers 3-16 Remain mob
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents vi ■ ■ ■ ■ 5 Telephones for the global marketplace 4-3 6200-Series telephones 4-3 6400-Series telephones 4-4 6400-Series telephones 4-4 Voice features 4-5 Abbreviated Dialing 4-6 Automated Attendant 4-6 Bridged Call Appearance 4-6 Call Coverage 4-6 Conference 4-9 Directory 4-9 Group Listen 4-9 Integrated Announcements 4-9 Last Number Dialed 4-10 Leave Word Cal
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents vii 6 7 Computer-Telephone Integration Solutions ■ Overview 6-1 ■ DEFINITY PC Console 6-1 ■ PassageWay Direct Connection Solution 6-2 Combine the Power of the PC and the Telephone 6-2 PassageWay Direction Connections and CTI Applications 6-5 Hospitality Solutions ■ Overview Switch/INTUITY/PMS link integration ■ ■ ■ 8 9 6-1 Hospitality enhancements 7-1 7-1 7-3 7-5 Aut
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents viii ■ World Class Routing 9-2 ■ Network management features 9-3 ■ Automatic Route Selection 9-4 Automatic Alternate Routing 9-4 Time-of-Day Routing 9-4 Subnetwork Trunking 9-5 Generalized Route Selection 9-5 Facility Restriction Levels 9-6 Bearer-Capability Class 9-6 Authorization Codes 9-6 Network interfaces and equipment Trunk group circuits 9-7 9-7 ■ ISDN 9-10
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents ix 11 Video Solutions 11-1 ■ Overview 11-1 ■ Group Video System 11-2 ■ MultiPoint Conferencing Unit 11-3 12 Hunt Group Solutions 12-1 ■ Overview 12-1 ■ Automatic Call Distribution 12-2 ■ Call Vectoring 12-5 Vector Directory Numbers and Vectors 12-5 Applications 12-6 ■ Call Prompting 12-7 ■ Basic Call Management System 12-7 ■ DEFINITY Extender 12-8 13 Telec
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents x ■ A Call Accounting System Terminal 14-11 INTUITY Lodging Call Accounting System 14-11 Call Detail Recording Unit/SE 14-12 Other management capabilities 14-13 Access Security Gateway 14-13 Security Violation Notification 14-13 Call Restrictions 14-14 Reporting Capabilities 14-14 System-Based Reports 14-14 Features A-1 ■ Overview A-1 ■ Automatic Routing features A
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents xi Attendant Backup A-7 Attendant Call Waiting A-8 Attendant Calling of Inward Restricted Stations A-8 Attendant Console A-8 Attendant Control of Trunk Group Access A-8 Attendant Direct Extension Selection with Busy Lamp Field A-8 Attendant Direct Trunk Group Selection A-8 Attendant Display A-9 Attendant Intrusion (Call Offer) A-9 Attendant Override of Diversion Features A
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents xii Call Coverage A-14 Call Detail Recording A-14 Call Forwarding A-14 Call Park A-15 Call Pickup A-15 Call Pickup — Group A-15 Call Timer A-15 Call Waiting Termination A-16 Calling/Connected Party Number Restriction A-16 Class of Restriction A-16 Class of Service A-16 Code Calling Access A-17 Conference — Attendant A-17 Conference — Telephone A-17 Consult A-17
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents xiii Enhanced Abbreviated Dialing A-20 Enhanced Night Service A-21 Enhanced Voice Terminal Display A-21 Extended User Administration of Redirected Calls A-21 External Device Alarming A-21 Facility Busy Indication A-22 Facility Test Calls A-22 Fiber Link Administration A-22 Go to Cover A-22 Group Listen A-22 Group Paging A-23 Hold A-23 Hold — Automatic A-23 Hunt Grou
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents xiv Night Service A-28 Outgoing Call No-Answer (by Call Type) A-29 Pass Advice of Charge Information to World Class BRI Endpoints A-29 Personal Station Access A-29 Personalized Ringing A-29 Power Failure Transfer A-30 Priority Calling A-30 Privacy — Attendant Lockout A-30 Privacy — Auto Exclusion A-30 Privacy — Manual Exclusion A-30 Public Network Call Priority A-30 Pul
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents xv ■ Time Supervision and Forced Release A-35 Timed Reminder and Attendant Timers A-35 Transfer A-35 Transfer Abort A-35 Transfer — Outgoing Trunk to Outgoing Trunk A-36 Transfer Recall A-36 Trunk Flash A-36 Trunk Identification by Attendant A-36 Trunk-to-Trunk Transfer A-37 Visually Impaired Attendant Service A-37 Voice Message Retrieval A-37 Voice Messaging and Call
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents xvi ■ ■ Suite Check-In A-43 VIP Wakeup A-43 Wake-Up Activation via Confirmation Tones A-43 Hunt Group features A-44 Abandoned Call Search A-44 Agent Call Handling A-44 Attendant Vectoring A-44 Auto-Available Split A-44 Automatic Call Distribution A-44 Basic Call Management System A-45 Call Prompting A-45 Call Vectoring A-45 Dialed Number Identification Service A-45
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents xvii ■ Facility and Non-Facility Associated Signaling A-50 ICLID on Analog CO Trunk A-51 IP Trunks A-51 ISDN — General A-51 ISDN Restriction Presentation A-52 Layer 1 Deactivation A-52 Multiple Public Network Calling/Connected Numbers/System A-52 Multiple Subscriber Number - Limited A-52 NT Interface on TN556C A-52 NT QSIG Peer Protocol A-53 Dial by Name A-53 User oper
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Contents xviii
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 About This Document The purpose of this overview xix About This Document The purpose of this overview This document provides general information about the components and capabilities of the DEFINITY® Business Communications System (BCS) and GuestWorks® Issue 6 offers. You will learn how these systems provide practical and creative solutions to your business’s needs.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 About This Document The content of this overview xx ■ Chapter 4, "Desktop Solutions," discusses features that are available at your desktop computer or telephone. ■ Chapter 5, "Mobility Solutions," discusses products and features that allow you to keep in touch with colleagues and clients while moving about freely inside and outside the workplace.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 About This Document How to use this document xxi How to use this document Read Chapter 1, "New Features for Issue 6," to learn about the new features and hardware for DEFINITY BCS and GuestWorks Issue 6. Review Chapter 2, "Introduction," to get a basic understanding of the system.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 About This Document Trademarks ■ GuideBuilder™ ■ INTUITY™ ■ MERLIN Legend® ■ MERLIN Magix™ ■ PassageWay® ■ ProLogix™ ■ TransTalk® xxii The following are trademarks or registered trademarks of other companies used in this document: ■ Adobe and Acrobat are registered trademarks of Adobe Systems Inc. ■ DATAPHONE and MEGACOM are registered trademarks of AT&T.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 About This Document Where to find related documents Issue 1 April 2000 xxiii Where to find related documents See Appendix C, "Related Documents," for a detailed list of documents related to the DEFINITY BCS and GuestWorks offers. Use these documents to help administer, maintain, and operate the system.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 About This Document How to comment on this document Issue 1 April 2000 xxiv
Issue 1 April 2000 DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 1 New Features for Issue 6 1-1 New Features for Issue 6 1 The following features and hardware are new for this release: ■ 13-digit Authorization Codes, increased from a maximum of seven digits (see Page A-11) ■ 6200 analog telephone native support (see Page 4-3) ■ 64 bridged call appearances, increased from a maximum of 26 bridged appearances (see Page A-13) ■ 6400 tip/ring module (see Page
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 1 Issue 1 April 2000 New Features for Issue 6 1-2 ■ Long hold recall warning (see Page A-26) ■ Multiple Public Network Calling/Connected Numbers/System (see Page A-52) ■ Optical drive to replace tape drive for “r” systems A new read/write optical disk drive has replaced the cartridge tape system for all new “r” systems.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Issue 1 April 2000 Introduction 2-1 Introduction 2 DEFINITY BCS and GuestWorks organizes and routes voice, data, image, and video transmissions (see Figure 2-1). The transmitted information is usually digitized (distilled into representative sequences) as it is switched (organized and routed), but the system can also receive and transmit analog information. Figure 2-1.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Introduction The system’s advantages Issue 1 April 2000 2-2 The system’s advantages This is an affordable system that handles basic telephony traffic as efficiently as any system available. The system can accommodate most related equipment, and its modular design allows for system updates. These capabilities mean that the system offers your business an exciting array of practical, solutions-oriented features.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Issue 1 April 2000 Introduction How the system communicates worldwide 2-3 The system is reliable and recoverable The system is reliable by design. If adjuncts connected to the system should fail, the system keeps working until those adjuncts are restored.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Issue 1 April 2000 Introduction How the system communicates worldwide 2-4 ■ Terminal Translation Initialization (TTI) allows you to provide telephone service on demand as needs change. ■ Music-on-Hold for Analog Ports allows the music-on-hold device to be connected to analog line ports.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Issue 1 April 2000 Introduction How the system communicates worldwide 2-5 ■ Administrable Transmission allows you to select the transmission requirements that conform to local requirements. ■ Administrable Timers support varied international trunk interface requirements, allowing you to change the timing according to local standards.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Introduction Software Issue 1 April 2000 2-6 Software All DEFINITY systems (and related Lucent Technologies systems) use similar software. For example, DEFINITY BCS and GuestWorks Issue 6 uses the same base software as DEFINITY ECS R8. To provide this commonality while still accommodating wide variations in configurations and options, the system dynamically allocates internal memory storage.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Introduction Hardware Issue 1 April 2000 2-7 Center-Stage Switch The Center-Stage Switch (available only on an “r” system) is a connection hub that provides port network communication. It is an essential component of a system configuration if the system is composed of more than three port networks. Often it is incorporated in smaller configurations to allow for growth.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Issue 1 April 2000 Introduction Hardware 2-8 Compact Modular Cabinets Figure 2-2 shows a Compact Modular Cabinet. Figure 2-2. Compact Modular Cabinet (CMC) The Compact Modular Cabinet has the following characteristics: ■ Up to three cabinets can be connected together. ■ It allows small organizations to expand while keeping the initial investment moderate. ■ It can be mounted on a wall.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Issue 1 April 2000 Introduction Hardware 2-9 Single-Carrier Cabinets Figure 2-3 shows a typical Single-Carrier Cabinet. Figure 2-3. Typical Single-Carrier Cabinet (SCC) A maximum of four single-carrier cabinets can be stacked on top of each other to form a single Processor Port Network or Expansion Port Network.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Introduction Hardware 2-10 Figure 2-4 shows a typical cabinet stack. Figure 2-4.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Issue 1 April 2000 Introduction Hardware 2-11 Multicarrier Cabinets Figure 2-5 shows a typical Multicarrier Cabinet. The power arrangement shown at the bottom of the figure will be different depending upon the country where the cabinet is installed. Figure 2-5.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Issue 1 April 2000 Introduction Hardware 2-12 ■ The Expansion Port Network cabinet, which contains the following: — Additional ports — Interfaces to the Processor Port Network cabinet and other Expansion Port Network cabinets — Maintenance interface — Components of a Center Stage Switch (optional; for G3r only).
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Introduction Hardware Issue 1 April 2000 2-13 1) Basic System A) Processor Port Network 2) Directly Connected System B) Expansion Port Network 3) Directly Connected System with Two EPNs C) Center-Stage Switch 4) CSS-Connected System with up to 15 EPNs D) Switch Node 5) CSS-Connected System with up to 43 EPNs Figure 2-6.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Issue 1 April 2000 Introduction Hardware 2-14 The main configurations are as follows: 1. Basic system consisting of a Processor Port Network (PPN) only 2. Directly-connected system consisting of two Port Networks (PNs): one PPN and one Expansion Port Network (EPN) connected directly together 3. Directly-connected system consisting of three PNs (one PPN and two EPNs) connected directly together 4.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Issue 1 April 2000 Introduction Reliability and recoverability 2-15 Reliability and recoverability Much of the system’s reliability and recoverability can be attributed to the switch architecture and the power of the system software. The distributed processor architecture provides subsystem processors on each circuit pack.
Issue 1 April 2000 DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Introduction Reliability and recoverability 2-16 Figure 2-7 shows an example of a high-reliability, directly-connected system. 1 2 2 4 cydfhire EWS 050699 3 Figure 2-7.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Issue 1 April 2000 Introduction Reliability and recoverability 2-17 Figure 2-8 shows an example of a high reliability center stage system, where the Center-Stage Switch is connected to both the active and standby control carriers. 1) Processor Port Network 4) Control Carrier 2) Expansion Port Network 5) Duplicate Control Carrier 3) Center-Stage Switch Figure 2-8.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Issue 1 April 2000 Introduction Connections to the system 2-18 Connections to the system The system can be connected to communications paths that transmit voice and data signals between the system and a Central Office and/or other systems. The system can also be connected to public and private networks.
Issue 1 April 2000 DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Introduction Connections to the system 2-19 1 2 3 14 4 13 5 12 DEFINITY AUDIX 6 11 7 10 9 8 cydfcni3 LJK 021099 Figure 2-9.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Issue 1 April 2000 Introduction Connections to the system 2-20 Adjunct connections In addition to station connections, the system includes many connections for adjunct (subordinate, related) equipment. The system provides a TCP/IP link adjunct interface. This interface supports a variety of adjuncts, including the INTUITY AUDIX Messaging System.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Introduction Connections to the system Issue 1 April 2000 2-21 Telephone connections All signals between analog telephones and the system are in analog form over a pair of wires. Digital telephones (such as the 6400-series telephones) using the Digital Communications Protocol (DCP) employ digital transmission for integrated voice and data signals and control signals.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 2 Introduction Connections to the system Issue 1 April 2000 2-22 Power Depending upon the cabinet style, the system can accept a variety of AC or DC power depending on your region. The system can operate without requiring a power transformer in almost any part of the world. During a power outage, battery backup differs depending on the cabinet style. See the DEFINITY ECS System Description for more information.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Industry Applications Overview Industry Applications Issue 1 April 2000 3-1 3 Overview The applications presented in this chapter explain how DEFINITY BCS and GuestWorks meets communications challenges in various industries. Though the specific requirements of the industries vary, the general information presented here can help to generate ideas.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Education (K – 12 and small colleges) 3-2 Education (K – 12 and small colleges) Municipal school districts and small colleges seek to: ■ Ensure reliable telephone service ■ Coordinate information and services ■ Communicate easily with the outside world ■ Reduce costs but still serve student needs ■ Plan for expansion and innovation.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Education (K – 12 and small colleges) ■ 3-3 The security of all buildings can be coordinated and enhanced in the following ways: — The system efficiently routes emergency calls to security staff. — PassageWay® Direct Connection logs incoming calls and pinpoints the location of the telephone making the call, using the system’s name/number display capability.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Industry Applications Financial services Issue 1 April 2000 3-4 Plan for expansion and innovation Schools must be at the forefront of communications innovation, so it is important to use a platform that can accommodate rapidly-evolving requirements.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Financial services 3-5 allows you to set up an automated attendant that screens calls for your busy customer service representatives. For example, the attendant may handle incoming calls by offering the following options to the caller: ■ If you know your parties’ extension, press 1. ■ For business hours, press 2. ■ For interest rates, press 3.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Government 3-6 Here are some additional ways the system can help you serve your customers: ■ The system’s open architecture allows you to easily change features to meet the changing needs of your customers. For example, setting up a small telemarketing group often requires making only minor modifications to your measured hunt group.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Health Care 3-7 call so that when emergency personnel arrive, someone can help them find the exact location of the emergency. This feature is critical at government locations that tend to have several different buildings.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Health Care 3-8 Improve response in a busy environment Hospitals deal with a high percentage of emergencies, both in the hospital and in the outside community.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Health Care 3-9 ■ Voice Messaging systems can reduce personal paging and eliminate telephone tag when the staff must continuously leave messages and wait for returned calls. ■ Basic call management system packages can support the facility’s busiest offices such as the business office, hotline groups, clinics, and admissions offices.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Health Care 3-10 identifying questions and enables him or her to locate the records more easily. It also improves service by enabling the agent to greet the caller by name and to address the issues more quickly.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Health Care 3-11 Improve accessibility to specialists Medical professionals often need to contact specialists in a particular field but are restricted because of time, distance, and expense.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Industry Applications Hospitality Issue 1 April 2000 3-12 Nutritionists, for example, are particularly scarce in remote settings. A nutritionist can use video to communicate with a patient in a distant facility, showing food models of healthy portions and being face-to-face with the patient for better understanding. Hospitality The hospitality industry is composed primarily of hotels, motels, and restaurants.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Hospitality 3-13 Improve operating efficiency and safety Hospitality service facilities continuously deal with fluctuating economies, and must maintain maximum efficiency to ensure smooth operations and productive employees. Three ways hotels can improve operating efficiency and safety are as follows: ■ Simplify guest billing for phone expenses.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Hospitality ■ 3-14 Provide phones with modem hookups and conference call capabilities. The 6416D+M and 6424D+M digital telephones provide simultaneous voice and analog data capabilities over a single pair of wires. ■ Provide voice and fax messaging services. The INTUITY Lodging system allows guests to receive voice messages and fax transmissions.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Legal/Professional ■ Mixed Numbering ■ Names Registration ■ Room Change/Swap ■ Suite Check-In ■ VIP Wakeup. 3-15 For more information about hospitality solutions, see Chapter 7, "Hospitality Solutions.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Manufacturing 3-16 Manufacturing Manufacturing is typically a no-nonsense business that requires an exact and accurate bottom line. Manufacturing industries want to do the following: ■ Keep in contact with vendors and suppliers. ■ Remain mobile within a factory location. ■ Provide a safe environment for employees. ■ Expand telephony services as the business grows.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Industry Applications Real estate Issue 1 April 2000 3-17 Real estate The real estate industry is a fast-moving and mobile business that requires snap decisions. The real estate industry wants to do the following: ■ Be flexible with locations and personnel. ■ Provide a professional image to clients. ■ Be available at a moments notice.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Retail 3-18 Retail The retail industry is a fast-moving, high-pressure business that requires employees to produce at a high level. Retail industries want to do the following: ■ Improve sales while containing costs. ■ Provide a professional image to customers. ■ Expand resources as opportunities arise.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Wholesale distribution 3-19 Expand resources as opportunities arise With support for up to 25000 stations, the system can be expanded as your business grows. You can add more telephones for your telephone orders department, or add new telephones for new sales departments.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 3 Issue 1 April 2000 Industry Applications Wholesale distribution 3-20 Provide convenient access to product information DEFINITY AUDIX allows retailers to get product information at the touch of a button. For example, when a clothing retailer calls the wholesaler’s product information number, an auto-attendant procedure presents the caller with the following options: ■ For information about women’s clothing, press 1.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Issue 1 April 2000 Desktop Solutions Overview Desktop Solutions 4-1 4 Overview The communications needs of the people in your company may vary widely. Some may need only basic telephone service. Others may need effective messaging services to save valuable time. Still others may require data communications and access to a variety of host and personal computers.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Issue 1 April 2000 Desktop Solutions Telephones and workstations 4-2 Analog (single-line) telephones Single-line telephones are an economical choice for users who do not handle many calls and do not use modems and fax machines extensively. All signals between analog telephones and the system are in analog form over a pair of wires.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Desktop Solutions Telephones for the global marketplace Issue 1 April 2000 4-3 Telephones for the global marketplace With help from our many global customers, Lucent Technologies has developed telephones, the 6200-series and the 6400-series, to meet the demand for two-wire telephones in the global marketplace.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Issue 1 April 2000 Desktop Solutions Telephones for the global marketplace Table 4-1.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Issue 1 April 2000 Desktop Solutions Voice features 4-5 ■ 6416D+ – Sixteen dual-indicator call appearances, jack for XM24 expansion module. This telephone uses the I2 channel of the analog adjunct connected to the Tip/Ring port of the module.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Desktop Solutions Voice features Issue 1 April 2000 4-6 These features can be accessed in a variety of ways. For example, some can be accessed by pressing a fixed-feature button on the telephone. Many others can be accessed by dialing an access code or by pressing a programmed button on the telephone.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Issue 1 April 2000 Desktop Solutions Voice features 4-7 You can redirect calls according to five status conditions: Active, Busy, Don’t Answer, Cover All, and Send All Calls. If you are using one of your several call appearances, the system considers you to be “active.” If you are using all your available call appearances, the system considers you to be “busy.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Desktop Solutions Voice features Issue 1 April 2000 4-8 is useful because it allows you to redirect all calls immediately when you are not available. This saves the caller the annoyance of waiting for several rings before being able to talk to someone or leave a message. The Call Coverage arrangement shown works well for many managers.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Desktop Solutions Voice features Issue 1 April 2000 4-9 Conference Allows multi-appearance telephone users to set up six-party conference calls without attendant assistance. Single-line telephone users can set up three-party conference calls without attendant assistance.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Desktop Solutions Voice features Issue 1 April 2000 4-10 Last Number Dialed Allows a user to automatically redial the last number dialed. The system saves the first 24 digits of the last number dialed, whether the call attempt was manually dialed or dialed using Abbreviated Dialing.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Issue 1 April 2000 Desktop Solutions Messaging services 4-11 Messaging services The system offers a variety of voice messaging services that allow you to leave, send, and receive messages quickly, accurately, and conveniently.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Desktop Solutions Teleconferencing products Issue 1 April 2000 4-12 Teleconferencing products How much of your time do you spend in meetings — or traveling across the building, across town, or across hundreds of miles to get to a meeting? How often was time lost because vital information was left in someone’s office? Meeting by phone or teleconferencing offers an attractive alternative.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Issue 1 April 2000 Desktop Solutions Teleconferencing products 4-13 1 2 3 4 5 6 7 8 9 * 0 stealth1 CJL 050696 Figure 4-2.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 4 Desktop Solutions Teleconferencing products Issue 1 April 2000 4-14 SoundStation speakerphone The Lucent Technologies SoundStation has three microphones and a digitally-tuned speaker that provide 360-degree coverage whether you use the system in an office or in a conference room. The built-in keypad includes a mute button and a flash key. An additional port allows you to connect the speakerphone to a tape recorder.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 5 Mobility Solutions Overview Mobility Solutions Issue 1 April 2000 5-1 5 Overview Many businesses strive to improve customer service and increase profits by controlling costs and staff size. That means employees have to be more productive, more responsive, and often more mobile.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 5 Issue 1 April 2000 Mobility Solutions Single-Zone mobility solution 5-2 cygwtrtk AWF 042799 Figure 5-1.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 5 Issue 1 April 2000 Mobility Solutions Dual-Zone mobility solution ■ Dynamic power adjustment ■ Mute button ■ Mobility range test capabilities ■ 3 hours talk time ■ 22 hours of standby time ■ Noise cancellation/sound enhancements ■ Vibrator alert.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 5 Issue 1 April 2000 Mobility Solutions Multi-Zone mobility solutions ■ Mute button ■ Mobility range test capabilities ■ 3 hours of talk time ■ 22 hours of standby. ■ Noise cancellation/sound enhancements ■ Vibrator alert. 5-4 NOTE: Dual-Zone and Single-Zone Transtalk radio modules can operate in the same coverage area and can be installed in the same carrier.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 5 Issue 1 April 2000 Mobility Solutions Multi-Zone mobility solutions 5-5 cygwlrms AWF 042799 Figure 5-2. Multi-Zone Mobility Solutions The DEFINITY Wireless Business System (DECT Release 2) connects to the system as adjunct devices, thus providing flexibility in setting up applications. It uses an international industry standard that is more common in some parts of the world.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 5 Issue 1 April 2000 Mobility Solutions Multi-Zone mobility solutions 5-6 The DEFINITY Wireless Terminal WT 9610 is used with this system. The phones have superb voice quality, an alphanumeric display, and can access most DEFINITY features through use of a small, lightweight handset. The battery has 8 hours of talk time, with 80 hours of standby power. A menu offers nine different languages.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 5 Issue 1 April 2000 Mobility Solutions Multi-Zone mobility solutions ■ 5-7 Overcome Communications Obstacles People can communicate quickly and easily. Previously it may have been difficult or impossible to provide telephones in some areas of a building or a temporary location.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 5 Mobility Solutions Multi-Zone mobility solutions Issue 1 April 2000 5-8
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 6 Computer-Telephone Integration Solutions Overview Computer-Telephone Integration Solutions Issue 1 April 2000 6-1 6 Overview Telecommunications and information systems are the fundamental building blocks of most businesses. Whether a sale is being made, a question is being answered, or an order is being placed, the telephone is the primary communications medium.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 6 Issue 1 April 2000 Computer-Telephone Integration Solutions PassageWay Direct Connection Solution 6-2 with your customers. Having the call processing software on the same computer with spreadsheet, word processing, or other software allows the attendants to stay productive between calls. Your company directory is displayed on screen with busy extensions shaded.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 6 Issue 1 April 2000 Computer-Telephone Integration Solutions PassageWay Direct Connection Solution 6-3 Windows Dynamic Data Exchange (DDE) and Telephone Applications Programming Interface (TAPI) support ensures that you can capitalize on future CTI technologies.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 6 Computer-Telephone Integration Solutions PassageWay Direct Connection Solution Figure 6-1.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 6 Issue 1 April 2000 Computer-Telephone Integration Solutions PassageWay Direct Connection Solution 6-5 PassageWay Direction Connections and CTI Applications You can convert your existing windows-based software into CTI applications by writing DDE links to PassageWay Direct Connection Solution. Or, add a “middleware” software application to dial and screen-pop from any windows application.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 6 Issue 1 April 2000 Computer-Telephone Integration Solutions PassageWay Direct Connection Solution 6-6 System Requirements The system requires the following: ■ IBM-compatible PC with a 486 or higher processor ■ 8 MB RAM (16 MB recommended; 16 MB required with Telephony Manager R2) ■ available serial port ■ 3.5”, 1.
Issue 1 April 2000 DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 7 Hospitality Solutions Overview Hospitality Solutions 7-1 7 Overview GuestWorks, the hospitality offer of the DEFINITY product line, offers an array of features that enhance guest services and keep guests happy. You can thus enjoy robust hospitality functions on a state-of-the-art communications system.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 7 Issue 1 April 2000 Hospitality Solutions Overview 7-2 ■ Suite check-in. This feature provides the capability to have the system automatically check-in several related extensions with one check-in command. This feature allows hotels that offer “suite” rooms with several phones the ability to check in all the phones associated with that “suite” at one time. ■ Automatic selection of DID numbers.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 7 Hospitality Solutions Overview Issue 1 April 2000 7-3 Property management systems are used for making guest reservations, checking guests in and out, printing guest bills, and other accounting functions. INTUITY Lodging provides a variety of voice messaging and fax functions for guests and administrative staff, and includes flexible administration capabilities that simplify moves and changes.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 7 Issue 1 April 2000 Hospitality Solutions Overview 7-4 A) Standalone Link B) GuestWorks Link 1) Switch-to-INTUITY Lodging Link (administrative voice messaging link) 2) Switch-to-PMS Link (control messages link) 3) INTUITY Lodging-to-PMS Link (mailbox control link) 4) INTUITY Lodging Call Accounting-to-PMS Link (call accounting records link) Figure 7-1.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 7 Issue 1 April 2000 Hospitality Solutions Hospitality enhancements 7-5 Hospitality enhancements Recent enhancements to GuestWorks provide additional hospitality features and options. The primary enhancements are the following: ■ Automatic Selection of Direct Inward Dialing Numbers for Guest Rooms ■ Crisis Alert to Pager ■ Suite Check-In ■ Station Hunt Before Coverage.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 7 Issue 1 April 2000 Hospitality Solutions INTUITY Lodging 7-6 Station Hunt Before Coverage This option works with the Suite Check-In feature. With Station Hunt Before Coverage, the call routes to the other phones in the “suite” of rooms before going to coverage, if the primary number called is busy.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 7 Hospitality Solutions INTUITY Lodging Issue 1 April 2000 7-7 Faxes can also be stored in the administrator’s mailbox for later delivery to a guest. This occurs when someone sends a fax to the hotel, but not directly to a guest’s mailbox. The administrator can either print the fax or send it to the guest’s mailbox. Guests or administrators can also send faxes to multiple locations simultaneously.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 7 Issue 1 April 2000 Hospitality Solutions Xiox Call Accounting 7-8 Additional features INTUITY Lodging includes many features similar to those of DEFINITY AUDIX and INTUITY AUDIX. (For more information, see Chapter 10, "Voice Messaging Solutions.") Guests may record their own personal greetings, for example, and administrators can send broadcast messages to many recipients simultaneously.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 7 Issue 1 April 2000 Hospitality Solutions Xiox Call Accounting 7-9 Xiox call accounting focuses on the following areas: ■ Revenue generation — Bill back call costs to guests — Automatically mark up call costs by percentage and/or flat fee on a cost per call and/or cost-per-minute basis.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 7 Hospitality Solutions Xiox Call Accounting Issue 1 April 2000 7-10
Issue 1 April 2000 DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 8 Data Management Solutions Overview Data Management Solutions 8-1 8 Overview DEFINITY BCS and GuestWorks are designed for fast, efficient, and reliable movement and management of data. All information transmitted through the digital system is carried in a digital format. Analog signals — both voice and data — are converted to digital form before being switched.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 8 Issue 1 April 2000 Data Management Solutions Data management features 8-2 The system can be used in a variety of data applications.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 8 Data Management Solutions Digital interfaces Issue 1 April 2000 8-3 ■ Data Hot Line enables you to administer a data module so that when the module goes off-hook the data call is immediately placed to the preassigned number. This feature may also be used to restrict a data module to the assigned number only. ■ Data Protection prevents disruption of data transmissions by the system’s other features or tones.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 8 Data Management Solutions Digital interfaces Issue 1 April 2000 8-4 DCP’s framing structure allows voice, data, and signaling information to be transmitted with low overhead and be virtually free of errors. DCP transmits at a rate of 8000 frames per second or 160 kbps. DCP allows data and digitized voice to be multiplexed on two twisted pairs, terminating in a standard telephone jack.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 8 Issue 1 April 2000 Data Management Solutions Digital interfaces 8-5 World class BRI supports the following country protocols: ■ Bellcore National ISDN-1 protocol in the United States (TR268) ■ National protocols in Australia (AUSTEL TS013, Telecom Australia TPH 1962), Japan (NTT BRI) and Singapore (FETEX 150 TIF 218) ■ ETSI NET 3 protocol (ETS 300 102) for use in most of Europe.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 8 Data Management Solutions Digital interfaces Issue 1 April 2000 8-6
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Networking Solutions Overview Networking Solutions Issue 1 April 2000 9-1 9 Overview DEFINITY BCS and GuestWorks provide not only powerful voice and data capabilities, but connections to a variety of voice and data networks as well. Lucent Technologies has long been a leader in networking.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Issue 1 April 2000 Networking Solutions QSIG global networking 9-2 QSIG global networking Lucent Technologies is the first vendor to provide compatibility with the QSIG global networking protocol. This means you can connect the system with other systems throughout the world.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Networking Solutions Network management features ■ Issue 1 April 2000 9-3 Automatic Alternate Routing digit analysis compares a dialed private network number with entries in the system’s tables, mapping the number to a selected private network routing pattern.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Issue 1 April 2000 Networking Solutions Network management features ■ Bearer-Capability Class ■ Authorization Codes. 9-4 Automatic Route Selection Automatic Route Selection (ARS) routes public network calls on the most desirable (usually the most economical) trunking facilities available on your system when the call destinations are accessible through your public network.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Issue 1 April 2000 Networking Solutions Network management features 9-5 Subnetwork Trunking Subnet Trunking modifies the number dialed so an AAR or ARS call can route over different trunk groups that may terminate in switches with different dial plans.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Networking Solutions Network management features Issue 1 April 2000 9-6 Facility Restriction Levels Facility Restriction Levels are used to limit user calling privileges for incoming and outgoing calls. The Facility Restriction Level determines if a call attempt is permitted and which routes can be used or denied in the routing process.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Networking Solutions Network interfaces and equipment Issue 1 April 2000 9-7 Network interfaces and equipment The system supports a variety of interfaces to voice and data networks. Trunks supply links between the system, the public network, and other systems. Digital Signal Level 1 interfaces offer high-speed digital connectivity between systems.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Issue 1 April 2000 Networking Solutions Network interfaces and equipment 9-8 Tie trunks Tie trunks carry communications between the systems in a private network. Several types of trunks can be used, depending on the type of private network you establish. Tie trunks use a variety of signaling types such as ear and mouth (E&M), A-law companding, Mu-law companding, Type 1, and Type 5.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Issue 1 April 2000 Networking Solutions Network interfaces and equipment 9-9 ■ Interconnects the system with central offices such as AT&T’s 4ESS switch (where services such as MEGACOM and Software Defined Network can be accessed) and 5ESS®-2000 switches ■ Interconnects the system with private networks by connection with DS1 facilities ■ Can be used with the same Automatic Alternate Routing capabilities as norma
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Networking Solutions ISDN Issue 1 April 2000 9-10 ISDN The system provides a complete set of ISDN features. Demonstrating its role as a leader in making ISDN a universal reality, Lucent Technologies makes it possible for anyone connected to the system to benefit from ISDN capabilities and features.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Networking Solutions ISDN Issue 1 April 2000 9-11 PRI, referred to as 23B + D or 30B + D on an E1 interface, uses 23 or 30 64 kbps B channels and one 64 kbps D channel. The 23 or 30 B channels can be used for 23 or 30 individual voice or data calls. BRI, referred to as 2B + D, uses two 64 kbps B channels and one 16 kbps D channel.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Networking Solutions ISDN Figure 9-1.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Issue 1 April 2000 Networking Solutions ISDN 9-13 The system also adds the following capabilities to the basic ISDN services, depending on local availability of support.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Networking Solutions IP Trunks Issue 1 April 2000 9-14 IP Trunks IP trunks allow you to route voice and fax calls over Internet Protocol (IP) networks such as the Internet and private intranets, reducing long-distance charges and giving you added flexibility in routing traffic between sites.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Issue 1 April 2000 Networking Solutions Electronic Tandem Network 9-15 In an Electronic Tandem Network, the system provides a variety of features on a network-wide basis. Here are a few examples: ■ Uniform Dial Plan — A unique four- or five-digit number assigned to each station on the network.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 9 Networking Solutions Electronic Tandem Network Issue 1 April 2000 9-16
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 10 Voice Messaging Solutions Overview 10-1 Voice Messaging Solutions 10 Overview Less than 30 percent of person-to-person business calls reach the intended party on the first attempt. Integration with Lucent Technologies voice messaging products can help ensure that important calls are not lost.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 10 Voice Messaging Solutions DEFINITY AUDIX messaging system 10-2 DEFINITY AUDIX messaging system While many voice messaging systems require separate equipment and connections, the DEFINITY AUDIX Release 4.0 system easily installs directly into a DEFINITY BCS cabinet to support advanced multimedia voice messaging capabilities without the need for an adjunct processor.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 10 Voice Messaging Solutions DEFINITY AUDIX messaging system 10-3 Reliability and security The TN568 alarm circuit pack on the DEFINITY AUDIX system has its own processor that allows maintenance and diagnostic access if the main processor fails. A series of LEDs on the faceplate lets on-site technicians check system status.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 10 Voice Messaging Solutions DEFINITY AUDIX messaging system 10-4 The best solution worldwide Lucent Technologies offers the DEFINITY AUDIX system in the same countries as the DEFINITY BCS. Prompts are available in several languages. (Contact your local representative for information on available languages.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 10 Voice Messaging Solutions DEFINITY AUDIX messaging system 10-5 ■ Priority Messaging places important messages ahead of others. ■ Outcalling automatically dials a prearranged phone number or pager when messages are received in a subscriber’s mailbox. ■ Priority Outcalling provides outcalling notification of priority messages only.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 10 Voice Messaging Solutions INTUITY AUDIX voice messaging 10-6 INTUITY AUDIX voice messaging The INTUITY AUDIX system allows you to record, distribute, and receive messages in various mediums. INTUITY AUDIX is the product-of-choice with the GuestWorks offer.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 10 Voice Messaging Solutions INTUITY Lodging 10-7 ■ Recording, addressing, and scheduling messages. ■ Replying to messages and forwarding messages. ■ Annotating messages with a short subject line. ■ Setting up mailing lists on-line with easy text entry and editing. You can see the lists on-line and print lists on any local or network printer.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 10 Voice Messaging Solutions Mode Code interface 10-8 Many other options are available for maximum flexibility: ■ A caller can transfer from the system to an attendant or operator. ■ A caller can transfer to another extension instead of leaving a message.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 10 Voice Messaging Solutions Octel 100 Messaging 10-9 Octel 100 Messaging Octel 100 Messaging (formerly Messaging 2000) is a highly integrated multimedia voice and fax messaging system. It works and interfaces with DEFINITY BCS via one-to-one analog VMI-program station ports.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 10 Voice Messaging Solutions Octel 100 Messaging 10-10
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 11 Video Solutions Overview Video Solutions 11-1 11 Overview Consider the following business scenario. Your colleagues have asked to meet with you and your team as soon as possible to discuss the latest project. The project team needs to discuss how to meet the timetable and satisfy your customer’s expectations.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 11 Video Solutions Group Video System 11-2 Visual communications provides other advantages for your normal day-to-day operations. Business meetings can benefit from the nuances that a facial expression can convey sometimes more directly than the words being spoken. Employees can be trained on the latest products and procedures on a regular basis.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 11 Video Solutions MultiPoint Conferencing Unit 11-3 You control the conference via a desktop keypad that easily turns the system on or off, dials the call, adjusts the audio volume, selects the video source, and positions the camera. The camera in most models has an auto-focus lens, plus zoom, pan, and tilt capabilities that let users move the camera to follow conferees as they move around the room.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 11 Video Solutions MultiPoint Conferencing Unit 11-4 The MultiPoint Conferencing Unit can operate behind the system or can be directly connected to the network. The MultiPoint Conferencing Unit can support up to 96 ports. Those ports can then be used to connect multiple video end points, either Group Video System or Desktop Conferencing Systems (H.320 or H.323), in a multipoint conference.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 12 Hunt Group Solutions Overview 12-1 Hunt Group Solutions 12 Overview DEFINITY hunt group applications are designed to efficiently connect each caller with an agent best suited to serve that caller. The system begins the process by capturing information about the caller even before the call is routed.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 12 Hunt Group Solutions Automatic Call Distribution 12-2 The system 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 management capabilities that will deliver the performance and growth necessary for your business success.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 12 Hunt Group Solutions Automatic Call Distribution 12-3 In Figure 12-1, Split A receives calls only when agents are available, since Split A has no queue. Calls to Split B can be queued while agents are unavailable, and redirected to Split C if not answered within an administered time. Calls to Split C are redirected to voice mail if they are not answered within an administered time.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 12 Hunt Group Solutions Automatic Call Distribution 12-4 You can set a maximum queue length in a group to anywhere from 0 to 200 calls (csi/si) or 0 to 999 (r), and you can establish a queue warning level.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 12 Hunt Group Solutions Call Vectoring 12-5 Call Vectoring Call Vectoring is a versatile method of routing incoming calls that can be combined with Automatic Call Distribution for maximum benefit and split efficiency.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 12 Hunt Group Solutions Call Vectoring 12-6 Applications There are many different applications for Call Vectoring. However, Call Vectoring is used primarily to handle the call activity of Automatic Call Distribution splits.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 12 Hunt Group Solutions Call Prompting 12-7 Information Announcements for the Calling Party The human intervention needed to distribute common messages can be minimized with information announcements.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 12 Hunt Group Solutions DEFINITY Extender 12-8 nally-measured by BCMS, no more than 25 agents can log in to those hunt groups at any one time. The other 125 agents can log in to other hunt groups as long as they are not designated for measurement by BCMS. BCMS provides various measurements for monitoring the operations of an ACD application.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 13 Telecommuting Solutions Overview 13-1 Telecommuting Solutions 13 Overview Lucent Technologies research, supported by industry studies, shows that telecommuters are generally 15 to 30 percent more productive when they work at home.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 13 Telecommuting Solutions Overview 13-2 DEFINITY Extender DEFINITY Extender allows you to use a fully functional DCP telephone at a remote location. The telephone looks and performs exactly as if it were directly connected to your office system. The system uses a module at the switch and a module at the remote location to provide full service.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 13 Telecommuting Solutions Overview 13-3 Each module can be shared by as many as 25 users (though only one may be logged on at any one time). Several security features make it difficult for the system to be abused by hackers. Personal Station Access Personal Station Access is a “hoteling” feature that allows you to apply your telephone station preferences and permissions to any compatible telephone.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 13 Telecommuting Solutions Overview 13-4 ■ Priority Outcalling provides outcalling notification of priority messages only. This allows the telecommuter to be relatively undisturbed by notifications of messages that do not require immediate attention. ■ Call Answering for Nonresident Subscribers provides AUDIX System mailboxes for users who do not have an extension number on the system.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Overview System Management Solutions 14-1 14 Overview DEFINITY BCS and GuestWorks are digital communications systems that can meet your most demanding voice and data requirements. But what about managing this powerful system? Managing a system was once a formidable task, requiring specially trained administrators who could operate complex programming tools.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions DEFINITY Site Administration 14-2 We think this system management view will convince you that the system gives you not only power and flexibility in a communications system but also the power and flexibility to manage that system. NOTE: Some features and solutions are unavailable in some countries.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions DEFINITY Management Terminal ■ 14-3 GEDI Graphically Enhanced DEFINITY Interface. ■ BLP Button Label Printing which is used for producing station labels for end-user terminals. The tool can print any text from a template, and can print label rectangles onto plain paper instead of button label sheets.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Concurrent user sessions 14-4 Using the DEFINITY Management Terminal, the system manager can do the following: ■ Manage system, voice-terminal, and data-terminal features on a day-to-day basis. ■ Perform system backups. ■ Monitor system performance. ■ Perform selected maintenance procedures. ■ Maintain system security.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Telephone Administration 14-5 Administration Without Hardware also supports the ability to store station templates (models). These templates can later be used with the “duplicate station” command to implement many station forms of the same type in the system.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Traffic reports 14-6 Traffic reports A number of performance measurements are available on the system. These measurements are available in the form of system-based reports for local or remote access, and can be collected for subsequent analysis and reporting by adjuncts and operation support systems using the operation support system interface protocol.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Traffic reports 14-7 Large systems offer additional measurements that help configure the system, determine the system’s capacity for growth, and report unauthorized access attempts. These measurements include the following: ■ The Traffic Summary report provides a performance summary of the system.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Call-Charge Information 14-8 — Call Processing lists the number of valid and invalid authorization codes entered for the system, the stations on the system, all tie trunks, and the attendant consoles. In addition, the time and dial access code/extension from which the last ten violations occurred are recorded.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Call Detail Recording ■ 14-9 Periodic Pulse Metering — 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 collected is the basis for determining charges.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Call Detail Recording ■ 14-10 Route the calls to an attendant with the option to proceed as a non-Call Detail Recording call. As you can see, the system call-record handling capabilities are designed to be flexible, adapting to meet your present and future business needs.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Call Detail Recording 14-11 This enables you to reduce telephone expenses, optimize resources, assign costs, and identify abuse. The Call Accounting System for Windows helps you to understand your telephone expenses and convey that understanding to others. You can define up to five levels of reporting hierarchy to which you can assign costs.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Call Detail Recording 14-12 Chapter 10, ‘‘Voice Messaging Solutions.’’) While offering many of the same features as the Call Accounting System for Windows (described in the previous section), the system also serves to help integrate your INTUITY Lodging applications.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Other management capabilities ■ Uses a password for security protection for polling and administration ■ Has alarm relay contacts for wiring to an alarm reporting device ■ Performs on-line diagnostic tests (ROM, RAM, internal clock) ■ Provides an on-line, real-time system status report.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Other management capabilities 14-14 Call Restrictions By dialing an access code, administrators and attendants have the ability to restrict users from making or receiving certain types of calls. There are five restrictions: ■ Outward — User cannot place external calls. ■ Station-to-station — User cannot place or receive internal calls.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Other management capabilities ■ 14-15 Scaling enhancements, as well as a ranging and filtering capability, for large systems. These allow your administrator to restrict data reporting to only the desired number of parameters.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 14 System Management Solutions Other management capabilities 14-16
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Overview A-1 Features A Overview This appendix provides a description of each feature supported with the DEFINITY BCS or GuestWorks offers. The features are grouped in the following categories: ■ "Automatic Routing features" on Page A.-2 ■ "Basic features" on Page A.-5 ■ "Hospitality features" on Page A.-39 ■ "Hunt Group features" on Page A.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Automatic Routing features A-2 Automatic Routing features Provides a variety of automatic-routing features for public and private networks. Automatic Alternate Routing (AAR) and Automatic Route Selection (ARS) are the foundation for these automatic-routing features. They route calls based on the preferred (normally the least expensive) route available at the time the call is placed.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Automatic Routing features A-3 AAR/ARS Overlap Sending Overlap sending can be used on AAR and ARS calls that are routed over ISDN trunk groups. Overlap sending sends ISDN call-address information one digit at a time instead of all the address information going out in one block.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Automatic Routing features A-4 Generalized Route Selection Provides voice and data call-routing capabilities. It is used to select not only the least-cost routing, but also optimal routing over the appropriate facilities. It enhances AAR and ARS by providing additional parameters in the routing decision and maximizing the chance of using the right facility to route the call.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-5 those facilities in the location that has the lowest calling rates at the particular time a call is made. You can also use this feature to change the routing patterns when an office is closed and to eliminate unauthorized calls. Basic features The following features come standard with the system.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-6 Administered Connections Automatically establishes an end-to-end connection between two access or data endpoints based on administered attributes.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-7 Alternate Operations Support System Alarm Number Allows you to establish a second number for the system to call when an alarmable event occurs. This feature is useful for alerting a second support organization, such as INADS or OneVision. Answer Detection For purposes of call-detail recording, it is important to know when the called party answers a call.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-8 Attendant Call Waiting Allows an attendant to let a single-line telephone user who is on the phone know that a call is waiting. The attendant is then free to answer other calls. The attendant hears a call waiting ringback tone and the busy telephone user hears a call waiting tone. This tone is heard only by the called telephone user.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-9 Attendant Display Shows call-related information that helps the attendant to operate the console. Also shows personal service and message information. Information is shown on the alphanumeric display on the attendant console. Attendants may select one of several available display message languages: English, French, Italian, or Spanish.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-10 Attendant Serial Calling Enables an attendant to transfer trunk calls that return to the same attendant after the called party hangs up. The caller, after reconnecting with the attendant, can then be transferred to another station within the switch. This feature is useful if trunks are scarce and Direct Inward Dialing services are unavailable.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-11 Authorization Codes Authorization codes are used on particular calls to temporarily raise a telephone’s Facility Restriction Level. This is useful for those who make calls from telephones other than their own or from outside the network. If a call you dial is blocked because the telephone’s Facility Restriction Level is too low, you can enter your authorization code.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-12 Automatic Incoming Call Display Displays information about an incoming call even if the telephone is already in use. Automatic Transmission Measurement System Measures voice and data trunk facilities for satisfactory transmission performance. The measurement report contains data on trunk signal loss, noise, signaling return loss, and echo return loss.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-13 Bridged Call Appearance — Multi-Appearance Telephones Allows calls to be handled from more than one telephone. A bridged call appearance is set up by administering a primary extension and the button number associated with it on a two-lamp button on another telephone.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features ■ A-14 Periodic Pulse Metering — For non-ISDN trunks Periodic Pulse Metering (PPM) accumulates pulses transmitted from the public network at periodic intervals during an outgoing trunk call. At the end of the call, the number of pulses collected is the basis for determining charges.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-15 ■ Call Forwarding Override — Allows the user at the forwarded-to extension to override Call Forwarding and either initiate a call or transfer a call back to the forwarded-from extension. ■ Call Forward Busy/Don’t Answer — Allows calls to be forwarded when the called extension is busy or when the call is not answered after an administrable interval.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-16 Call Waiting Termination Allows users of single-line telephones who are on a call to be notified of a second call. This feature enables the second call to wait and sends a distinctive call waiting tone to the user who is being called. Calling/Connected Party Number Restriction Per-Line CPN Restriction Users may block the calling party number when originating calls.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-17 Code Calling Access Allows attendants, users, and tie trunk users to page someone using coded chime signals. This feature is helpful for users who are often away from their telephones or at a location where a ringing telephone might be disturbing.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-18 is used when working from home. The coverage path used from home would have a call to the employee’s work phone cover to his or her home phone. If the employee does not answer the call or is busy on another call, the call is redirected back to the switch for further processing, such as coverage to voice mail.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-19 Data Privacy Protects analog data calls from being disturbed by any of the system’s overriding or ringing features. Data Privacy is activated when a user dials an activation code at the beginning of the call. Data Restriction Like Data Privacy, this feature protects analog data calls from being disturbed by any of the system’s overriding or ringing features.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-20 Dial Plan The dial plan is the system’s guide to digit translation. When the system receives dialed digits, the system must know what to expect next based on the digits received so far. For example, if a user dials 4, the dial plan tells the system how many more digits to expect before the call is processed.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-21 and enhanced number lists. With privileged lists, users can access otherwise restricted numbers (for example, stations without long-distance access can be programmed to access specified long-distance numbers.) For users with 6400-series telephones, Abbreviated Dialing has been enhanced further.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-22 Facility Busy Indication Allows users of multi-appearance telephones to see which lines, trunk groups, terminating extension groups, hunt groups, or paging zones (called resources or facilities) are busy. When the lamp associated with the resource is lit, the resource is busy.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-23 Group Paging Allows a user to make an announcement to a group of people via their speakerphones. The speakerphones are automatically turned on when the user begins the announcement. The recipients can listen to the message via the handset if they wish, but they cannot speak to the user in return.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-24 Individual Attendant Access Allows a user to call a specific attendant console. Each attendant console can be assigned an individual extension number.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-25 Intercom — Dial Allows multi-appearance telephone users to easily call others within an administered group. The calling user lifts the handset, presses the Dial Intercom button, and dials the one- or two-digit code assigned to the desired party. The called user’s phone rings, and an intercom lamp, if provided, flashes.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-26 Listed Directory Number Allows outside callers to access your attendant group in two ways, depending on the type of trunk used for the incoming call. You can allow attendant group access via incoming direct inward dial trunks, or you can allow attendant group access via incoming central office and foreign exchange trunks.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-27 Manual Message Waiting Allows multi-appearance telephone users to light the status lamp associated with the manual Message Waiting button at another multi-appearance telephone. They do this by simply pressing a button on their own telephone. This feature can be administered only to pairs of telephones such as those of a secretary and an executive.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-28 The system administrator can alter the standard Misoperation Handling to ensure that an external caller is not left on hold indefinitely, or dropped by the system after a misoperation with no way to reach someone for help. This feature is currently used only in France and Italy.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-29 ■ Trunk Answer from Any Station allows telephone users to answer all incoming calls to the attendant when the attendant is not on duty and when other voice terminals have not been designated to answer the calls. The incoming call activates a gong, bell, or chime and a voice-terminal user dials an access code to answer the call.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-30 Power Failure Transfer Provides service to and from the local telephone company central office, including Wide Area Telecommunications System, during a power failure. This allows users to make or answer important or emergency calls during a power failure. This feature is also called Emergency Transfer.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-31 Pull Transfer Allows either the party who was originally called, or the party to whom the held call will be transferred, to complete the transfer. This is a convenient way to connect a party with someone better qualified to handle the call. Attendant assistance is not required, and the call does not have to be redialed.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-32 Remote Call Coverage Allows calls to be redirected to a remote location. This allows users to have calls placed to their on-site offices redirected to their home offices. You can administer the system to either monitor calls and bring them back for additional processing (if not answered), or to leave calls at the remote (off-net) location.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-33 Send All Calls Allows users to temporarily direct all incoming calls to coverage regardless of the assigned call-coverage redirection criteria. Covering users can temporarily remove their voice terminals from the coverage path. The feature is activated and deactivated via a button or access code.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-34 Station Self Display Displays the assigned extension number on a telephone set. A user can dial an FAC or press a previously administered “inspect” button to view the extension number. This is a handy feature if your work environment requires people to sit at different desks from day-to-day.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-35 Time Supervision and Forced Release Provides a forced disconnect on certain call types.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-36 NOTE: You cannot have the Transfer Upon Hangup feature enabled if you want to abort the transfer when hanging up. This feature applies to DCP, Hybrid, ISDN-BRI and wireless telephones, but not to analog telephones. Transfer — Outgoing Trunk to Outgoing Trunk Allows a user or attendant to initiate two or more outgoing trunk calls and then transfer the trunks together.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-37 Trunk-to-Trunk Transfer Allows the attendant or telephone user to connect an incoming trunk call to an outgoing trunk call. This feature is particularly useful when a caller outside the system calls a user or attendant and requests a transfer to another outside number. For example, a worker away on business can call in and have the call transferred elsewhere.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Basic features A-38 Voice Messaging and Call Coverage Often an AUDIX system is set up as the last point in a Call Coverage path. An assistant or colleague who answers a redirected call intended for a user can also transfer the caller to the user’s AUDIX mailbox. The caller may prefer to leave a voice message as opposed to a written message. Many other options are available.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Hospitality features A-39 World Class Tone Detection Enables the system to identify and handle different types of call progress tones, depending on the system administration.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Hospitality features A-40 When the attendant console is busy, you can answer overflow calls from the backup telephones by pressing a button or dialing a feature access code. You can then process the calls as if you are at the attendant console. The recommended backup telephones are the Lucent Technologies Models 6408, 6416, or 6424.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Hospitality features A-41 For guest check-in or check-out from the console, there are two buttons on the attendant console (or backup voice terminal): one labeled Check In and the other labeled Check Out . The check-in procedure performs two functions: it deactivates the restriction on the telephone in the room allowing outward calls, and it changes the status of the room to occupied.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Hospitality features A-42 Housekeeping Status Records the status for up to six housekeeping codes and reports them to the property management system. These status codes are usually entered by the housekeeping staff from the guest room or from a designated telephone, but they can also be updated by the front office personnel using the attendant console or a backup voice terminal.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Hospitality features A-43 There are two ways that the guest data can be encoded: ■ Using a combination of Binary Coded Decimal (BCD) encoding and the ASCII character set ■ Using only the ASCII character set.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Hunt Group features A-44 Hunt Group features The system offers the following features designed to help you set up and maintain hunt groups (splits) and agents. Abandoned Call Search Allows a central office that does not provide timely disconnect supervision to identify abandoned calls. An abandoned call is one in which the calling party hangs up before the call is answered.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Hunt Group features A-45 Basic Call Management System Provides real-time and historical reports to assist you in managing agents, ACD splits, VDNs, and trunk groups. You can display reports on the Management Terminal or print them. In addition, you can schedule historical reports to print automatically on the system printer. The switch supports a maximum of 150 logged-in ACD agents.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Hunt Group features A-46 Intraflow and Interflow Allow you to redirect ACD calls from one split to another split. Intraflow redirects calls to other splits within the system using Call Coverage or Call Forwarding All Calls. Interflow redirects calls to an external split or location using Call Forwarding All Calls.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Private Networking features A-47 Service Observing Allows a specified user, such as a supervisor, to observe or monitor another user’s calls. Observers can observe in listen-only or listen-and-talk mode using a feature button on their telephone. You set up Service Observing to observe a particular extension, not to observe all calls to all extensions at a telephone.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Private Networking features A-48 Plan numbers are administered on either the First Digit Table (on the Dial Plan Record form) or the Second Digit Table. They also are not administered on the Extended Trunk Access Call Screening Table. Extended Trunk Access helps you make full use of automatic routing and Uniform Dial Plan.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Trunk Group features A-49 Transit Counter The system provides QSIG Transit Counter as defined in ISO/IEC 6B032 and 6B033. It prevents indefinite looping, connections giving poor transmission performance, and inefficient use of network resources. This feature is invoked automatically for ISDN-PRI basic calls.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Trunk Group features A-50 CAMA - E911 Trunk Group Sends Caller’s Emergency Service Identification (CESID) information over Centralized Automatic Message Accounting (CAMA) trunks to the local community’s Enhanced 911 (E911) system through the local Central Office. The information sent can be one of the following: ■ Each extension on the switch can send precise location information.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Trunk Group features A-51 ICLID on Analog CO Trunk This feature displays the calling party name and number when that information is provided by the Central Office over the TN429D CO Trunk (analog, loop start) circuit pack. Display of name and number will work with all digital voice terminals (DCP and BRI) equipped with 32-character or 40-character alphanumeric displays.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Trunk Group features A-52 ISDN provides end-to-end digital connectivity and uses a high-speed interface which provides service-independent access to switched services.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Dial by Name A-53 NT QSIG Peer Protocol The NT side of the QSIG Peer Protocol is available on the switch. Dial by Name The Dial-by-Name feature allows a caller to “dial” someone by entering that person’s name from the caller’s touch-tone keypad.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Dial by Name A-54 User operation The user operations are as follows: NOTE: This feature is not accessible from rotary telephones or telephones that do not have a labeled dial keypad. This feature operates using the Roman alphabet only. 1. Dial the published directory number. ■ The call is routed to the auto-attendant procedure. 2.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Dial by Name A-55 Considerations Consider the following when implementing the Dial-by-Name feature: ■ The names used for this feature cannot have any accent marks or be characters other than the Roman alphabet. If non-Roman characters must be entered, the logical equivalent should be used in the names database.
Issue 1 April 2000 DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 A Features Dial by Name A-56 Administration change system-parameters special-applications ■ On Page 2 of this form, enter y in the Dial by Name field. add vdn XXXX (XXXX is the extension number) ■ Use this form to specify which vector directory number (VDN) callers will access when the VDN is dialed.
Issue 1 April 2000 DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 A Features Dial by Name A-57 change vector 2 Page 3 of 3 CALL VECTOR 23 24 25 26 27 28 29 30 31 32 goto collect route-to goto collect route-to goto collect goto route-to step 30 if nomatch 11 digits after announcement 662 name2 with coverage y step 30 if nomatch 2 digits after announcement 663 name3 with coverage y step 30 if nomatch 1 digits after announcement 660 step 21 if digits = 1 number
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 A Features Dial by Name A-58 c. Announcement 663 plays requesting that the caller enter the first two characters of the person’s first name. — If there is a single match, the call is redirected. — If there is no match, continue with Step d.. d. Since there are still no matches, announcement 660 plays telling the caller that he or she can press 1 to try again, or press 0 to get an operator.
Issue 1 April 2000 DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 B Features Not Supported B-1 Features Not Supported B The following DEFINITY ECS features and adjuncts are not supported on the DEFINITY BCS and GuestWorks offers: ■ Adjunct Switch Application Interface (ASAI) ■ Asynchronous Transfer Mode ■ Basic Call Management System Enhancements — VuStats Login IDs — VuStats Service Level ■ CallMaster VI ■ CallVisor ASAI ■ Call Vectoring Enhancements —
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 B Features Not Supported B-2 ■ CentreVu Call Management System ■ CONVERSANT® ■ DEFINITY IP Solutions (only IP trunking is supported on DEFINITY BCS and GuestWorks) ■ DEFINITY Network Administration ■ DEFINITY Network Management ■ Digital Multiplexed Interface ■ Direct Agent Calling ■ Distributed Communications System ■ Distributed Communications System Plus ■ Dual-Tone Multifrequency
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 B Features Not Supported B-3 — DEFINITY / OMD QSIG Integration — Distributed Communications System Interworking — Manufacturers Specific Information — Message Waiting Indication — Lucent “VALU” features — Path Replacement — Supplementary Services with Rerouting — Temporary Signaling Connections (Call-Independent Signaling Connections) — Uniform Dial Plan ■ Reason Codes ■ Service Observing — Remote
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 B Features Not Supported B-4
Issue 1 April 2000 DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 C Related Documents Reference documents Related Documents C-1 C This appendix includes a brief description of documents that are used with the DEFINITY BCS and GuestWorks offers. NOTE: Some of these documents contain information about features not supported with the DEFINITY BCS or GuestWorks offers. See Page B-1 for a listing of the features not supported with these systems.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 C Related Documents Reference documents DEFINITY® ECS System Description C-2 555-233-200 Provides hardware descriptions, site requirements, technical specifications, and capacity limits. DEFINITY® ECS and GuestWorks Property Management System Interface Specifications 555-231-601 Describes the property management system (PMS) interface for several Lucent Technologies systems.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 C Related Documents Service documents C-3 Service documents GuestWorks® Technician Handbook 555-231-109 Describes how to connect, administer, and test the adjuncts of the GuestWorks system. Written for technician’s and software consultants. Includes connectivity diagrams, administration screens, and hardware testing procedures.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 C Related Documents Service documents C-4 DEFINITY® System’s Little Instruction Book for Basic Administration 555-233-756 DEFINITY® System’s Little Instruction Book for Advanced Administration 555-233-757 DEFINITY® System’s Little Instruction Book for Basic Diagnostics 555-233-758 DEFINITY® System’s Little Instruction Box 555-233-908 Provides step-by-step procedures for doing basic and advanc
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 C Related Documents User documents C-5 User documents DEFINITY® ECS Console Operations 555-230-700 DEFINITY® 555-230-890 ECS Console Operations Quick Reference Provides operating instructions for the attendant console. Included are descriptions of the console control keys and functions, call-handling procedures, basic system troubleshooting information, and routine maintenance procedures.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 C Related Documents User documents GuestWorks® server INTUITY® Lodging Call Accounting User’s Guide C-6 555-231-205 Describes the INTUITY Lodging call accounting system offered with GuestWorks. Provides procedures for setting up reports and capturing call record data. Written for customers.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-1 Glossary and Abbreviations GL A AAR See Automatic Alternate Routing (AAR). Abbreviated Dialing (AD) A feature that allows callers to place calls by dialing one or two digits. AC 1. Alternating current. 2. See Administered Connection (AC). ACA See Automatic Circuit Assurance (ACA). ACD See Automatic Call Distribution (ACD).
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-2 Administered Connection (AC) A feature that allows the switch to automatically establish and maintain end-to-end connections between access endpoints (trunks) and/or data endpoints (data modules). administration group See capability group.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-3 ARS See Automatic Route Selection (ARS). ASCII (American Standard Code for Information Interchange) The standard code for representing characters in digital form. Each character is represented by an 8-bit code (including parity bit).
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-4 Automatic Circuit Assurance (ACA) A feature that tracks calls of unusual duration to facilitate troubleshooting. A high number of very short calls or a low number of very long calls may signify a faulty trunk. Automatic Number Identification (ANI) Representation of the calling number, for display or for further use to access information about the caller.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-5 baud A unit of transmission rate equal to the number of signal events per second. See also bit rate and bits per second (bps). BCC See Bearer capability class (BCC). BCMS Basic Call Management System Bearer capability class (BCC) A code that identifies the type of a call (for example, voice and different types of data).
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-6 busy tone A low-pitched repeating tone that indicates the dialed number is in use. BX.25 A version of the CCITT X.25 protocol for data communications. BX.25 adds a fourth level to the standard X.25 interface. This uppermost level combines levels 4, 5, and 6 of the ISO reference model.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-7 carrier An enclosed shelf containing vertical slots that hold circuit packs. carried load The amount of traffic served by traffic-sensitive facilities during a given interval. CAS Call Accounting System CCS or hundred call seconds A unit of call traffic. Call traffic for a facility is scanned every 100 seconds.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-8 Center-Stage Switch The Center-Stage Switch is a connection hub that provides port network communication. It is an essential component of a system configuration if the system is composed of more than three port networks.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-9 voice and data communications services, including access to public and private networks, for telephones and data terminals on a customer’s premises. See also switch. companding Compress + Expand. Compress the digital code prior to transmission, and expand the received code prior to reconstructing the analog signal.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-10 covering user A person at a coverage point who answers a redirected call. CP Circuit pack CPE Customer-premises equipment CPN Called-party number CSA Canadian Safety Association CSD Customer-service document CSSO Customer Services Support Organization D DAC 1. Dial access code 2. See digital-to-analog converter (DAC).
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-11 data terminal equipment (DTE) Equipment consisting of the endpoints in a connection over a data circuit. In a connection between a data terminal and host, the terminal, the host, and their associated modems or data modules make up the DTE.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-12 information-bearing channels, and thus two telephones/data modules. The I1 channel is the DCP channel assigned on the first page of the 8411 station form. The I2 channel is the DCP channel assigned on the analog adjunct page of the 8411 station form or on the data module page.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-13 DND Do not disturb DNIS Dialed-Number Identification Service DOD Direct Outward Dialing DOSS Delivery Operations Support System DS1 Digital Signal Level 1 DS1C Digital Signal Level-1 protocol C DS1 CONV Digital Signal Level-1 converter DSI Digital signal interface DSU Data service unit DTDM Digital-terminal data module DTE Data-terminal equipment DTGS Direct Trunk Grou
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-14 ear and mouth (E & M) signaling Trunk supervisory signaling, used between two communications systems, whereby signaling information is transferred through two-state voltage conditions (on the E and M leads) for analog applications and through a single bit for digital applications.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-15 ESPA European Standard Paging Access ETA 1. Extended Trunk Access 2. Enhanced Terminal Administration ETN Electronic tandem network ETSI European Telecommunications Standards Institute extension-in Extension-In (ExtIn) is the work state agents go into when they answer (receive) a non-ACD call.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-16 FNPA Foreign Numbering-Plan Area foreign-exchange (FX) A CO other than the one providing local access to the public telephone network. foreign-exchange trunk A telecommunications channel that directly connects the system to a CO other than its local CO.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-17 handshaking logic A format used to initiate a data connection between two data module devices. hertz (Hz) A unit of frequency equal to one cycle per second. HNPA See home numbering-plan area code (HNPA). holding time The total length of time in minutes and seconds that a facility is used during a call. home numbering-plan area code (HNPA) The local area code.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-18 IDF Intermediate distribution frame immediate-start tie trunk A trunk on which, after making a connection with a distant switching system for an outgoing call, the system waits a nominal 65 ms before sending the digits of the called number. This allows time for the distant system to prepare to receive digits.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-19 International Telecommunications Union (ITU) Formerly known as International Telegraph and Telephone Consultative Committee (CCITT), ITU is an international organization that sets universal standards for data communications, including ISDN. ITU members are from telecommunications companies and organizations around the world.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-20 LATA Local access and transport area LDN Listed directory number LEC Local exchange carrier LED See light-emitting diode (LED). light-emitting diode (LED) A semiconductor device that produces light when voltage is applied.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-21 LWC Leave Word Calling M MADU Modular asynchronous data unit main distribution frame (MDF) A device that mounts to the wall inside the system equipment room. The MDF provides a connection point from outside telephone lines to the PBX switch and to the inside telephone stations.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-22 MF Multifrequency MFB Multifunction board MFC Multifrequency code minor alarm An indication of a failure that could affect customer service. Minor alarms are automatically displayed on LEDs on the attendant console and maintenance or alarming circuit pack, sent to the alarm log, and reported to a remote maintenance facility, if applicable.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-23 Multifrequency Compelled (MFC) Release 2 (R2) signaling A signal consisting of two frequency components, such that when a signal is transmitted from a switch, another signal acknowledging the transmitted signal is received by the switch. R2 designates signaling used in the United States and in countries outside the United States.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-24 network interface A common boundary between two systems in an interconnected group of systems. NFAS See Nonfacility-associated signaling (NFAS). NID Network Inward Dialing NM Network management node A switching or control point for a network. Nodes are either tandem (they receive signals and pass them on) or terminal (they originate or terminate a transmission path).
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-25 OSI Open Systems Interconnect OSS Operations Support System OSSI Operational Support System Interface OTQ Outgoing trunk queuing outgoing gateway A PBX that routes an incoming call on a trunk administered for Supplementary Services Protocol B to a trunk not administered for Supplementary Services Protocol B.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-26 PCS Permanent switched calls PDM See processor data module (PDM). PDS Premises Distribution System PE Processing element PEC Price element code PGATE Packet gateway PI Processor interface PIB Processor interface board pickup group A group of individuals authorized to answer any call directed to an extension within the group.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-27 PPM 1. Parts per million 2. Periodic pulse metering PPN See processor port network (PPN). PRI See Primary Rate Interface (PRI). primary extension The main extension associated with the physical telephone or data terminal. Primary Rate Interface (PRI) A standard ISDN frame format that specifies the protocol used between two or more communications systems. PRI runs at 1.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-28 PTT Postal Telephone and Telegraph public network The network that can be openly accessed by all customers for local and long-distance calling. pulse-code modulation (PCM) An extension of pulse-amplitude modulation (PAM) in which carrier-signal pulses modulated by an analog signal, such as speech, are quantized and encoded to a digital, usually binary, format.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-29 Redirection on No Answer An optional feature that redirects an unanswered ringing ACD call after an administered number of rings. The call is then redirected back to the agent. remote home numbering-plan area code (RHNPA) A foreign numbering-plan area code that is treated as a home area code by the Automatic Route Selection (ARS) feature.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-30 S S1 The first logical signalling channel of DCP. The channel is used to provide signaling information for DCP’s I1 channel. S2 The second logical signaling channel of DCP. The channel is used to provide signaling information for DCP’s I2 channel. SABM Set Asynchronous Balance Mode SAC Send All Calls SAKI See sanity and control interface (SAKI).
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-31 simulated bridged appearance The same as a temporary bridged appearance; allows the telephone user (usually the principal) to bridge onto a call that had been answered by another party on his or her behalf. single-carrier cabinet A combined cabinet and carrier unit that contains one carrier. See also Multicarrier cabinet.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-32 status lamp A green light that shows the status of a call appearance or a feature button by the state of the light (lit, flashing, fluttering, broken flutter, or unlit). SVN Security-violation notification switch Any kind of telephone switching system. See also communications system. switchhook The buttons located under the receiver on a telephone.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-33 T T1 A digital transmission standard that in North America carries traffic at the DS1 rate of 1.544 Mbps. A T1 facility is divided into 24 channels (DS0s) of 64 kbps. These 24 channels, with an overall digital rate of 1.536 Mbps and an 8 kbps framing and synchronization channel, make up the 1.544 Mbps transmission. When a D-channel is present, it occupies channel 24.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-34 time slot 64 kbps of digital information structured as 8 bits every 125 microseconds. In the switch, a time slot refers to either a DS0 on a T1 or E1 facility or a 64 kbps unit on the TDM bus or fiber connection between port networks.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-35 UDP See Uniform Dial Plan (UDP). UL Underwriter Laboratories Uniform Dial Plan (UDP) A feature that allows a unique four- or five-digit number assignment for each telephone in a multiswitch configuration.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Glossary and Abbreviations GL-36 WCC World-Class Core WCR World-Class Routing WCTD World-Class Tone Detection WFB Wireless fixed base Wide Area Telecommunications Service (WATS) A service in the United States that allows calls to certain areas for a flat-rate charge based on expected usage.
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-1 Index Numerics IN 6200-series Telephones, 4-3 6400-series Telephones, 4-4 7400A Data Module, 8-5 7500B Data Module, 8-5 8400B Plus Data Module, 8-5 A AAR/ARS Overlap Sending , A-3 Partitioning , A-3 Abandoned Call Search, A-44 Abbreviated and Delayed Ringing , A-32 Abbreviated Dialing , 4-6, A-5 Enhanced , A-20 Abbreviations, GL-1 About This Document, xix Access Security Gateway, 14-13,
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-2 Attendant, 12-6 Access, A-24 Auto-Manual Splitting , A-7 Backup , A-7, A-39 Call Waiting , A-8 Calling of Inward Restricted Stations, A-8 Console, A-8 Control of Trunk Group Access, A-8 Direct Extension Selection With Busy Lamp Field , A-8 Direct Trunk Group Selection, A-8 Display, A-9 Intrusion (Call Offer), A-9 Lockout, A-30 Override of Diversion Features, A-9 Priority Queue, A-9 Recall,
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-3 Auxiliary Trunks, 9-8 Availability of Features, xix, 4-1 B backup translations, 2-15 Barrier Codes, A-12 Basic Call Management System, 12-1, A-45 Measurements, 12-8 Reports, 12-8 Split, 12-7 Bearer-Capability Class, 9-6 Block Collect Call, A-12 BRI Trunk Service, A-49 Bridged Call Appearance, 4-6, A-13, A-34 Bulletin Board , A-13 Busy Lamp Field , A-8 Busy Verification, A-13 C C9110 Pocke
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-4 Call Redirection Call Coverage, 12-4 Call Restrictions, 14-14 Call Timer, A-15 Call Vectoring , 12-1, 12-5, A-45 applications, 12-6 attendant treatment, 12-6 Automatic Call Distribution, 12-5 Call Prompting , 12-7 Commands, 12-7 hunt groups, 12-6 information announcements, 12-7 night treatment, 12-6 priority treatment, 12-6 queuing , 12-5, 12-6 splits, 12-6 Call Waiting , A-16 Call-by-Call
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-5 control carriers, 2-15 Controlled Restrictions, A-17, A-41 Conventions, xxi Converter, PRI-to-BRI, 9-10 Coverage Callback, A-17 Coverage Incoming Call Identification, A-17 Coverage of Calls Redirected Off-Net, 13-1, A-17 CPN Restriction, A-16 Crisis Alert, A-18 Customer-Provided Equipment Alarm, A-18 D Daily Wakeup , A-41 Data Call Setup , 8-2, A-18 Data Collection, Call Prompting , 12-7 D
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-6 Do Not Disturb , 7-2, A-41 Documents, xxiii, C-1 Don’t Split, A-11 DS1 Trunk Service, A-50 Dual DCP I-Channels, A-20 Dual Wakeup , A-41 Duplicated Control Carrier, 2-12 E E&M Signaling , A-50 E1 Interfaces, 9-8 E911 Trunk Group , A-50 Education Applications, 3-2 Electronic Tandem Networks, 9-14 Emergency Access to the Attendant, A-20 Emergency Transfer, A-30 Enhanced Abbreviated Dialing ,
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-7 Government Applications, 3-6 Group Call Pickup , A-15 Group Listen, 4-4, 4-9, A-22 Group Paging , A-23 Group Video System, 11-2 H hardware cabinets, 2-7 carriers, 2-7 center stage switches, 2-7, GL-8 expansion port networks, 2-6, 2-14 main configurations, 2-14 processor port networks, 2-6 Healthcare Applications, 3-7 high reliability configurations, 2-15 Historical Reports, 12-8 Hold , A-2
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-8 Interflow, A-46 Internal Automatic Answer, A-25 Internet Protocol Trunk, 9-14, A-51 Inter-PBX Attendant Service, A-48 Intraflow, A-46 Introduction, 2-1 Intrusion, A-9 INTUITY AUDIX Voice Messaging , 10-6 INTUITY Lodging , 7-6 Administration, 7-3 Call Accounting , 7-7, 14-11 Fax Messaging , 7-6 Features, 7-8 Language Options, 7-7 IP Trunks, A-51 ISDN, A-51 ISDN BRI Telephones, 4-2 ISDN Prima
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-9 Messaging , 4-11, 10-2 INTUITY Lodging , 7-6 Messaging 2000, 10-9 Misoperation Handling , A-27 Mixed Station Numbering , A-43 Mobility Solutions, 5-1 Mode Code Interface, 10-8 most idle agent, 12-2 Multi-Appearance Preselection and Preference, A-28 multi-carrier cabinets, 2-7 description, 2-11 types, 2-11 Multifrequency Compelled Signaling , 2-4 Multiple Call Handling on Request, A-46 Multi
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-10 PC Console, 6-1 Language Options, 6-2 Per-Call CPN Restriction, A-16 Performance Measurements, 14-6 Periodic Pulse Metering , 14-9 Per-Line CPN Restriction, A-16 Personal Greetings, 10-4 Personal Station Access, A-29 Telecommuting , 13-3 Personalized Ringing , A-29 PMS, A-42 Pocketphone C9110, 5-6 port cabinets, 2-9 Port Carrier, 2-12 port networks, 2-14 directly-connected systems, 2-14 sy
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-11 R Real Estate Applications, 3-17 Real-Time Reports, 12-8 Recall, A-9 Recall Signaling , A-31 Recent Change History, A-31 Recorded Announcements, A-31 Recorded Telephone Dictation Access, A-31 recovery, system, 2-15 Redial, A-25 Redirection on No Answer, A-46 ACD, 12-4 redundancy configurations, 2-15 References, C-1 Related Documents, xxiii Release Loop Operation, A-9 Reliability, 2-15, 10
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-12 Special Dial Tone, A-33 Split Swap , A-10 Splits Automatic Call Distribution, 12-2 Basic Call Management System, 12-7 Call Prompting , 12-7 Messaging , 12-7 Splitting , A-7 standard reliability configurations, 2-15 Station Hunt Before Coverage, 7-6, A-33 Station Hunting , A-33 Station Identification Number, 9-11 Station Security Codes, A-33 telecommuting , 13-3 Station Self-Display, A-34 S
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-13 Time-of-Day Call Coverage, 4-7 Routing , 9-4 TN750C, A-58 Toll Analysis, 9-2 Toll Restriction, 7-2 Trademarks, xxi Traffic Reports, 14-6 Transfer, A-35 Outgoing Trunk to Outgoing Trunk, A-36 Transfer Abort, 4-11, A-35 translations backup , 2-15 TransTalk, 5-1 Traveling Class Marks, A-3 Trunk Answer from Any Station, A-29 Trunk Flash, A-36 Trunk Group Busy/Warning Indicators, A-10 Trunk Gro
DEFINITY® Business Communications System and GuestWorks® Issue 6 Overview 555-231-208 Issue 1 April 2000 Index IN-14 W Whisper Page, A-38 Wholesale Distribution Applications, 3-19 Wide Area Telecommunications Service, 9-7 Wireless Solutions, 5-1 Workstations, 4-1 World Class Core Basic Rate Interface (BRI), 8-4 World Class Routing , 2-4, 9-2, 9-3 World Class Tone Detection, A-39 World Class Tone Generation, A-39 X Xiox Call Accounting Software, 7-8
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