Lucent Technologies 555-230-024 User Manual

DEFINITY

Enterprise Communications Server

Release 6 Overview

555-230-024 Comcode 108136169 Issue 5 January 1998

Notice

Every effort was made to ensure that the information in this book was complete and accurate at the tim e of printing. However, information is subject to chan ge.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your com-

pany’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fra ud associated with your teleco mmu nications system and, if toll fraud occurs, it can result in substanti a l additional charge s fo r y our telecommunications services.

You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorize d use. The system manager is also respon sible for reading all installation, instruction, and system administration documents provided with this produ ct in order to fully understand the features that can introduc e risk of toll fraud and the steps tha t c an be taken to reduce that risk. Lucen t T ec hnologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that resu l t from such unauthorized use.

Lucent Technologies Fraud Intervention

If you suspect that you are being victimized by toll fraud and you need technical supp ort or assistance , call Technical S ervice Center Tol l Fraud Intervention Hotline at 1 800 643-2353.

Federal Communicatio ns Comm issi on Statement Part 15: Class A Statement. T his e quipment has been tested a nd

found to comply with the l im it s for a Cla ss A digi tal device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a comme rcial environment . T his e quipment generates, uses, and can radiate rad io -frequency energy and, if not inst alled and used in accordance with the instructions, may cause harmful interference to radio comm unications. Operation of this equipment in a residential area is likely to ca use harmful interference, i n whi ch c ase the user will be require d to correct the inte rference at his own expense.

Part 68: Network Registration Number. This eq ui pment is registered with the FCC in accordance with Part 68 of the FCC Rules. It is identified by FCC registrat io n num ber AS593M-13283-MF-E.

Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manne r that does not provide prope r answe r-supervision signaling is in violation of Part 68 Rules. This equipment ret urns answer-supervision signals to the public switche d net w ork when:

• Answered by th e called station

• Answered by th e attendant

• Routed to a recor ded announcement that can be administered by the CPE user

This equipment retur ns answe r-supervision signals on all DID calls forwarded back to the public switched telephone network. Permissible exceptions are:

• A call is unanswer ed

• A busy tone is received

• A reorder tone is rece ived

Canadian Department of Communications (DOC) Interference Informatio n

This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regu la tions of the Canadian Department of Communications.

ésent Appareil Nomérique n’émet pas de bruits radioélect riques

Le Pr

épassant les limites applic ab le s aux appareils numériques de la class

éscrites dans le regleme nt sur le brouillage radioélectrique édicté

A pr par le minist

Trademarks

See the preface of this doc ument.

Ordering Information Call: Lucent Technologies Publications Center

Write: Lucent Technologies Publications Center

Order: Document No.555-230-0 24

For additional docum ent s, refe r to Appendix D, “References.”

You can be placed on a stand ing order list for this and other doc uments you may need. Stand ing order will enable you to aut om atically receive updated versi ons of individual documents or document sets, billed to account information that you pr ovi de. For more information on standing orders, or to be put on a list to receive future issues of this document, contact the Lucent Technologies Publications Center.

European Union Declaration of Confor mi ty

The “CE” mark affixe d to the DEFINITY® equipme nt described in this book indicates that the equipment conforms to the following European Union (EU) Directives:

For more information on standards compliance, contact your local distributor.

Comments

To comment on this document, return the comment card at the front of the document.

Acknowledgment

This document was prepared by Product Publications, Lucent Technologies, Denver, Colorado.

ére des Communications du Canada.

Voice 1 800 457-1235 International Voice 317 361-5353 Fax 1 800 457-1764 International Fax 317 361-5355

P.O. Box 4100 Crawfordsville, IN 47933

Comcode 108136169 Issue 5 January 1998

• Electromagnetic Compatibility (89/336/EEC)

• Low Voltage (73/23/EEC)

• Telecommunications Terminal Equipment (TTE) i-CTR3 BRI and i-CTR4 PRI

Contents

About This Book xxi

■ What Is the Purpose of This Book? xxi

■ Who Should Read This Book? xxi

■ What Is in This Book? xxi

■ How Should I Use This Book? xxiii

■ Conventions Used in This Book xxiii

■ Trademarks and Service Marks xxiii

■ Other References xxiv

■ How Can I Order Other Books? xxv

■ How Can I Make Comments About This Book? xxv

1 Introduction 1-1

■ DEFINITY ECS Advantages 1-2

Adaptable 1-2 Expandable 1-2 Integrating 1-3 Reliable/Recovera ble 1-3 State of the Art 1-3 DEFINITY ECS: A Global Multimedia Platform 1-4

■ International Capabilities 1-4

■ Hardware 1-5

Processor Port Network 1-5 Expansion Port Network 1-5 Center Stage Switch 1-5

■ Carriers and Cabinets 1-6

Compact Single-Carrier Cabinets 1-7 ComIssue 5 January 1998pact Modular Cabinets 1-8 Single-Carrier Cabinets 1-9 Multicarr ier Cabinets 1-11

■ Standard Configurations 1-12

Direct-Connect Configurations 1-14 Center Stage Switch Configurations 1-14

Issue 5 January 1998 iii 555-230-024

Contents

■ Reliability and Recoverability 1-15

Configuring for Reliability/Recoverability 1-15 Standard Reliability 1-16 High Reliability 1-16 Critical Reliability 1-19

■ Connections to ECS 1-21

Adjunct Connections 1-23 Telephone Connections 1-24

Network Connections 1-25 Remote Service 1-26 Power 1-26

■ Software 1-26

2 Industry Applications 2-1

■ Higher Education 2-2

Ensure Reliable Telephone Service 2-2 Organize Course Offerings and Events 2-2 Coordinate Information and Services 2-3 Communicate Easily with the Outside World 2-3 Teach Many Students for Low Cost 2-4 Plan for Expansion and Innovation 2-5

■ Healthcare 2-6

Maximize Resources to Reduce Costs 2-6 Improve Response in a Busy Urban Environment 2-7 Maximize Productivity and Efficiency 2-8 Provide Highly Efficient Phone Service 2-9 Promote Wellness and Satisfaction with Easy

Access to Information within the Community 2-10 Improve Accessibility to Specialists 2-11 Maintain Skills and Collaborative Relationships

Regardless of Location 2-12

■ Hospitality 2-13

Control Costs 2-13 Improve Operating Efficiency and Safety 2-14

555-230-024iv Issue 5 January 1998

Contents

Enhance Guest Services 2-14 Specialized DEFINITY ECS Solutions 2-15

■ Financial Services 2-16

Control Costs 2-16

Tenant Partitioning 2-16 Automate Routine Transactions 2-17 Network Regional and Global Offices 2-17

Q-SIG Global Networking 2-18

Call Center 2-18

Group Video Systems 2-19 Improve Customer Service 2-19

■ Wholesale Distribution 2-20

Provide Convenient Access to Product Information 2-21 Automate or Streamline Ordering Procedures 2-21 Provide Retailer Feedback to Suppliers 2-21

3 Call Center Solutions 3-1

■ Automatic Call Distribution (ACD) 3-2

■ Call Vectoring 3-5

Vector Directory Numbers and Vectors 3-6 Applications 3-6

Special Treatment for Selected Callers 3-6

Night Treatment 3-6

Off-loading of Periodic Excess Calls 3-7

Information Announcements

for the Calling Party 3-7

■ Look-Ahead Interflow 3-7

■ Call Prompting 3-8

■ Expert Agent Selection 3-8

Call Distribution Based on Skill 3-9 Logical Agent 3-9 Direct Agent Calling 3-10 Reason Codes 3-10

■ Voice Response Integration 3-10

Issue 5 January 1998 v 555-230-024

Contents

■ CallVisor Adjunct Switch

Application Interface 3-11

■ Home Agent/DEFINITY Extender 3-11

■ CentreVu Call Management System 3-12

■ CentreVu Supervisor 3-13

■ Basic Call Management System 3-13

■ Call Center Summary 3-14

4 Computer-Telephone Integration Solutions 4-1

■ DEFINITY PC Console 4-2

■ CallVisor Adjunct Switch Application Interface 4-2

Capabilities 4-3 Architecture 4-5 Application Programming Interface 4-5

■ CallVisor for UNIX 4-6

■ CallVisor ASAI Gateway 4-8

■ CallVisor Services 4-8

■ CallVisor ASAI Maintenance Services 4-9

■ Other Vendor Products 4-9

■ PassageWay 4-10

PassageWay Direct Connection 4-11

PassageWay Fast Call for Direct Connection 4-13

PassageWay Telephony Services 4-14

5 Hospitality Solutions 5-1

■ INTUITY Lodging 5- 4

Fax Messaging 5-4 Language Options 5-5 Call Accounting 5-5 Additional Features 5-5

■ DEFINITY ECS Hospitality Enhancements 5-6

555-230-024vi Issue 5 January 1998

Contents

Message Tandeming 5-6 Attendant Backup 5-6 Attendant Crisis Alert 5-7

■ E911/CAMA Trunk 5-7

■ Communications with Property Management Systems 5-8

6 Mobility Solutions 6-1

■ Cordless Solution 6-1

■ Medium Range Mobility Solution 6-2

■ Long Range Mobility Solutions 6-3

DEFINITY Wireless Business System 6-4 Forum Personal Communications Manager 6-4

7 Telecommuting Solutions 7-1

DEFINITY Extender 7-1 Lucent Technologies TelecommuterModule 7-1 DEFINITY ECS Features for Telecommuting 7-2

Remote Call Coverage/

Call Forwarding Off-Net 7-2

Extended User Administration of Redirected

Calls (Telecommuting Access) 7-3 Personal Station Access 7-3 Station Security Codes 7-3

AUDIX Features for Telecommuting 7-3 CONVERSANT Features for Telecommuting 7-4

8 Data Management Solutions 8-1

■ Data Communications Capabilities 8-1

■ Data Management Features 8-2

■ Digital Interfaces 8-4

Issue 5 January 1998 vii 555-230-024

Contents

Digital Communications Protocol 8-5 Digital Multiplexed Interface 8-5 ISDN-PRI 8-6 ISDN-BRI 8-6 Data Modules 8-7 Modems and Modem Pooling 8-9

■ Mode Code Interface 8-11

9 Voice Processing Solutions 9-1

■ DEFINITY AUDIX Voice Messaging System 9-2

Reliability and Security 9-3 Easy Installation and Expansion 9-4 Improved Clarity 9-4 The Best Solution Worldwide 9-4 Summary of DEFINITY AUDIX Features 9-5

■ INTUITY Messaging Solutions 9-6

■ INTUITY Lodging 9- 7

■ INTUITY Message Manager 9-7

Voice Messaging Systems and Call Coverage 9-8

■ INTUITY CONVERSANT System 9-8

■ CONVERSANT Form Filler Plus 9-10

10 Desktop Solutions 10-1

■ Telephone Features 10-1

Abbreviated Dialing 10-2 Bridged Call Appearance 10-2 Conference 10-2 Display of ISDN/PPM Charge 10-2 Group Listen 10-2 Group Paging 10-2 Integrated Announcements 10-3

555-230-024viii Issue 5 January 1998

Contents

Integrated Directory 10-3 Last Number Dialed 10-3 Leave Word Calling 10-4 Whisper Page 10-4

■ Call Coverage 10-4

Coverage Paths for a Manager 10-5 Voice Messaging and Call Coverage 10-6 Message-Retrieval Options 10-7

■ Telephones and Workstations 10-7

Telephones 10-7

Analog (Single-Line) Telephones 10-7 DCP Telephones 10-8 ISDN BRI Telephones 10-8

Telephones for the Global Marketplace 10-8

8400 Series Telephones 10-8 9400 Series Telephones 10-10 6400 Series Telephones 10-12

■ Teleconferencing Products 10-12

Quorum A-28 Conference Bridge 10-12 SoundStation Audioconferencing Systems 10-13

SoundStation 10-15 SoundStation EX 10-15

11 Multimedia Solutions 11-1

■ Multimedia complex 11-1

High-Level feature description 11-2

■ Multimedia Call Handling 11-3

■ Multimedia Applications Server Interface 11-6

■ Video Products and Services 11-6

Group Video System 11-7 Desktop Conferencing Systems 11-9 MultiPoint Control Unit 11-9

Arranging Conferences 11-10

Issue 5 January 1998 ix 555-230-024

Contents

12 Networking Solutions 12-1

■ QSIG Global Networking 12-1

■ World Class Routing 12-2

■ Network Management Features 12-3

Time of Day Routing 12-3 Automatic Route Selection 12-4 Automatic Alternate Routing 12-4 Additional Network Feature Path Replacement 12-4 Look Ahead Routing 12-4 Subnetwork Trunking 12-4 Generalized Route Selection 12-5 Facility Restriction Level 12-5 Bearer Capability Class 12-6 Remote Network Access 12-6 Public Network Call Priority 12-7

Call Retention 12-7 Mode of Release Control 12-7 Forced Disconnect 12-7 Intrusion 12-8 Re-Ring 12-8

Authorization Codes 12-8

■ Network Interfaces and Equipment 12-8

Trunk Group Circuits 12-8

Local Exchange Trunks 12-9 Tie Trunks 12-9 Auxiliary Trunks 12-9

Miscellaneous Trunks 12-9 Digital Interfaces 12-10 E1 Interface 12-10 T1 Interfaces 12-10 Stratum 3 Clock 12-11

■ ISDN 12-12

■ Centralized Attendant Service 12-16

■ Main/Satellite/Tributary 12-17

■ Electronic Tandem Network 12-18

555-230-024x Issue 5 January 1998

Contents

■ Distributed Communication System —

Integrated SDN and Non-Integrated SDN 12-19

Distributed Communications System and ISDN 12-21

■ Wideband Signaling 12-21

13 Service Upgrade Solutions 13-1

■ Connecting to a Network 13-2

■ Amortizing Replacement Costs 13-2

■ Ensuring Uninterrupted Service 13-2

■ Storing New Equipment 13-3

■ Making Optimum Use of

Available Lines 13-3

■ Re-traini ng Administrators 13-3

■ Backward Compatibility 13-3

■ Seamless Integration 13-4

14 System Management Solutions 14-1

■ System Management Terminal

and Applications 14-2

DEFINITY ECS Management Terminal 14-2 DEFINITY G3 Management Applications 14-2 TERRANOVA ECS Administration 14-4 OneVision™ Enterprise Network

Management Applications 14-4

DEFINITY G3 Fault Management 14-4 DEFINITY G3 Proxy Agent 14-5

■ System Access 14-5

System Access Interface Support 14-5 Concurrent User Sessions 14-6 Host Interface 14-6

■ Terminal Administration 14-6

Administration Without Hardware 14-6

Issue 5 January 1998 xi 555-230-024

Contents

Terminal Translation Initialization 14-7

■ Scheduling 14-8

■ Basic Reporting 14-8

■ Performance Measurements 14-9

G3 Management Applications Reports and Data

Acquisition Utilities 14-12

ECS Reports Generator 14-12

■ Call Charge Information 14-14

■ Call Detail Recording 14-14

Call Detail Recording Features 14-14 Call Detail Recording Devices 14-15 Call Accounting Systems 14-15

Call Accounting System for Windows 14-16

Call Accounting System Terminal 14-16

INTUITY Call Accounting System 14-17

■ Security 14-17

Security Violation Notification 14-17 Call Restrictions 14-18

A Features A-1

■ Automatic Routing Features A-2

Automatic Alternate Routing (AAR) A-2 Automatic Route Selection (ARS) A-2 AAR/ARS Overlap Sending A-2 AAR/ARS Partitioning A-3 Alternate Facility Restri ction Lev el s A-3 Facility Restriction Levels

and Traveling Class Marks A-3 Generalized Route Selection A-3 Look Ahead Routing A-4 Subnet Trunking A-4 Time of Day Routing A-4

■ Basic Feature s A-5

Abbreviated Dialing A-5

555-230-024xii Issue 5 January 1998

Contents

Administered Connections A-5 Administrable Language Displays A-5 Administration Without Hardware A-5 Alphanumeric Dialing A-5 Alternate Operations Support System Alarm

Number A-6 Answer Detection A-6 Attendant Auto-Manual Splitting A-6 Attendant Backup Alerting A-6 Attendant Call Waiting A-7 Attendant Calling of Inward Restricted Stations A-7 Attendant Console A-7 Attendant Control of Trunk Group Access A-7 Attendant Crisis Alert A-7 Attendant Direct Extension Selection

With Busy Lamp Field A-8 Attendant Direct Trunk Group Selection A-8 Attendant Display A-8 Attendant Intrusion (Call Offer) A-8 Attendant Override of Diversion Features A-8 Attendant Priority Queue A-8 Attendant Recall A-9 Attendant Release Loop Operation A-9 Attendant Serial Calling A-9 Audible Message Waiting A-9 Audio Information Exchange Interface A-9 Authorization Codes A-10

Auto Start and Don’t Split A-10 Automatic Callback A-10 Automatic Circuit Assurance A-10 Automatic Incoming Call Display A-10 Automatic Transmission Measurement System A-11 Block Collect Call A-11 Bridged Call Appearance —

Multi-Appearance Telephone A-11

Issue 5 January 1998 xiii 555-230-024

Contents

Bridged Call Appearance —

Single-Line Telephone A-11 Bulletin Board A-12 Busy Verification of Terminals and Trunks A-12 Call Charge Information A-12 Call Coverage A-13 Call Detail Recording A-13 Call Forwarding A-13 Call Park A-14 Call Pickup A-14 Call Waiting Termination A-14 Class of Restriction A-14 Class of Service A-14 Code Calling Access A-14 Conference — Attendant A-15 Conference — Terminal A-15 Consult A-15 Coverage Callback A-15 Coverage Incoming Call Identification A-15 Customer-Provided Equipment Alarm A-15 Data Call Setup A-15 Data Hot Line A-16 Data Privacy A-16 Data Restriction A-16 Default Dialing A-16 Demand Print A-16 Dial Access to Attendant A-16 Dial Plan A-16 Dialed Number Identification Service A-17 Distinctive Ringing A-17 Dual DCP I-Channels A-17 Emergency Access to the Attendant A-17 Enhanced Abbreviated Dialing A-17 Enhanced Voice Terminal Display A-17

555-230-024xiv Issue 5 January 1998

Contents

Extended User Administratio n

of Redirect ed Calls A-17 External Device Alarming A-18 Facility Busy Indication A-18 Facility Test Calls A-18 Fiber Link Administration A-18 Go to Cover A-18 Group Listen A-18 Group Paging A-19 Hold A-19

Hold — Automatic A-19 Hunt Groups A-19 Individual Attendant Access A-20 Integrated Directory A-20 Integrated Services Digital Network — Basic Rate

Interface (ISDN-BRI) A-20 Intercept Treatment A-20 Intercom — Automatic A-21 Intercom — Dial A-21 Internal Automatic Answer A-21 Last Number Dialed A-21 Leave Word Calling A-21 Line Lockout A- 22 Listed Directory Number A-22 Loudspeaker Paging Access A-22 Manual Message Waiting A-22 Manual Originating Line Service A-22 Manual signaling A-23 Misoperation Handling A-23 Modem Pooling A-23 Multi-Appearance Preselection and Preference A-23 Music-on-Hold Access A-24 Night Service A-24 PC/PBX Connection A-25 Personal Station Access A-25

Issue 5 January 1998 xv 555-230-024

Contents

Personalized Ringing A-25 Power Failure Transfer A-25 Priority Calling A-25

Privacy — Attendant Lockout A-25 Privacy — Manual Exclusion A-26 Public Network Call Priority A-26 Pull Transfer A-26 Recall signaling A-26 Recorded Announcements A-26 Recent Change History A-26 Recorded Announcement A-26 Recorded Telephone Dictation Acce ss A-27 Remote Access A-27 Restriction — Controlled A-27 Ringback Queuing A-27 Ringer Cutoff A-27 Ringing — Abbreviated and Delayed A-27 Security Violation Notification A-28 Send All Calls A-28 Station Hunting A-28 Station Security Codes A-28 Telephone Self Administration A-28 Temporary Bridged Appearance A-28 Tenant Partitioning A-29 Terminal Translation Initialization A-29 Terminating Extension Group A-29 Timed Reminder and Attendant Timers A-29 Transfer A-30 Transfer — Outgoing Trunk

to Outgoing Trunk A-30 Trunk Flash A-30 Trunk Group Busy/Warning Indicators to Attendant A-30 Trunk Identification By Attendant A-31 Trunk-to-Trunk Transfer A-31 Visually Impaired Attendant Service A-31

555-230-024xvi Issue 5 January 1998

Contents

Voice Message Retrieval A-32 Voice Terminal Alerting Options A-32 Voice Terminal Display A-32 Whisper Page A-32 World Class Tone Detection A-32 World Class Tone Generation A-33

■ Call Center Features A-33

Abandoned Call Search A-33 Add/Remove Skills A-33 Agent Call Handling A-33 Auto-Available Split A-33 Automatic Call Distribution A-34 Basic Call Management System A-34 Call Management System (CMS) A-34 Call Promptin g A-34 Call Vectoring A-34 Calling Party/Billing Number A-35 Calling/Connected Party Number

(CPN) Restriction A-35

Per Line CPN Restriction A-35 Per Call CPN Restriction A-35

CallVisor Adjunct-Switch

Application Interface (ASAI) A-35 Direct Agent Announcement A-36 Expert Agent Selection A-36 Flexible Billing A-36 Inbound Call Management A-36 Intraflow and Interflow A-37 Look-Ahead Interflow A-37 Malicious Call Trace A-37 Multiple Call Handling A-37 Queue Status Indications A-37 Reason Codes A-37 Redirection on No Answer A-38 Service Observing A-38 VDN in a Coverage Path A-38

Issue 5 January 1998 xvii 555-230-024

Contents

VDN of Origin Announcement A-38 Voice Response Integration A-39 VuStats A-39

■ Hospitality Features A-39

Attendant Room Status A-39 Automatic Wakeup A-39 Do Not Disturb A-40 Dual Wakeup A-40 Room Activated Wakeup With Tones A-40 Hospitality Services A-40 Names Registration A-40 Property Management System Interface A-40 Property Management System (PMS) Digit to

Insert/Delete A-41

Single-Digit Dialing and Mixed Station Numbering A-41

■ Multimedia Features A-41

Multimedia call Early Answer on

vectors and stations A-41 Multimedia Call Handling A-42 Multimedia data conferencing (T.120)

via ESM A-42 Multimedia multiple-port network A-43

Call Detail Recording (CDR) A-43

■ Private Networking Features A-43

Centralized Attendant Service A-43 Distributed Communications System A-43 DCS Alphanumeric Display for Terminals A-44 DCS Attendant Control of Trunk Group Access A-44 DCS Attendant Display A-44 DCS Automatic Callback A-44 DCS Automatic Circuit Assurance A-44 DCS Busy Verification of Terminals and Trunks A-44 DCS Call Coverage A-44 DCS Call Forwarding A-45 DCS Call Waiting A-45 DCS Distinctive Ringing A-45

555-230-024xviii Issue 5 January 1998

Contents

DCS Leave Word Calling A-45 DCS Multiappearance Conference/ Transfer A-45 DCS Over ISDN-PRI D-channel A-46 DCS Trunk Gr oup Busy/Warning Indication A-46 DCS With Reroute A-46 Enhanced DCS A-46 Extended Trunk Access A-46 Extension Number Portability A-47 Inter-PBX Attendant Calls A-47 Node Number Routing A-47 Private Network Access A-47 QSIG A-47 QSIG Call Forwarding (Diversion) A-48 QSIG Call Offer A-48 QSIG Call Transfer A-48 QSIG Manufacturers Specific

Information (MSI) A-49

QSIG Name and Number Identification A-49

QSIG - Called/Busy Name Display A-50 QSIG Path Replacement A-50 QSIG Path Retention A-50 Transit Counter A-50 Uniform Dial Plan A-50

■ Trunk Group Features A-52

DS1 Trunk Service A-52 Digital Multiplexed Interface A-52

ISDN — General A-52 R6 BRI Trunk Enhancements A-52 NT Interface on TN556C A-52 NT QSIG Peer Protocol A-53 Full ETSI Functionality A-53 Automatic TEI A-53 Layer 1 Deactivation A-53 Multiple Subscriber Number (MSN) - Limited A-54 Call-by-Call Service Selection A-54

Issue 5 January 1998 xix 555-230-024

Contents

CAMA - E911 Trunk Group A-54 Facility and Non-Facility Associated Signaling A-54 Wideband Switching A-54

B System Capacity Limits B-1

■ Overview B-1

■ Multiple Offer Categories B-1

■ System Capacity Limits B-3

C References C-1

■ Basic DEFINITY ECS Documents C-1

Administration C-1 Installation and Maintenance C-2

■ Call Center Documents C-5

DEFINITY C-5 CentreVu CMS C-6

■ Application-Specific Documents C-6

ASAI C-6 ACD C-8 Call Detail Recording C-8 Console Operations C-8 Hospitality C-9

GL Glossary and Abbreviations GL-1

IN Index IN-1

555-230-024xx Issue 5 January 1998

About This Book

What Is the Purpose of This Book?

This book provides general information about the components and capabilities of the DEFINITY or the system). It also discusses practical and creative applications for the DEFINITY ECS platform.

This document covers information related to DEFINITY ECS Release 6, and includes all incremental releases up to and including Release 6.2. For details about changes for Release 6.1, refer to

Server Release 6.1, Change Description, 555-230-474, Issue 1

changes in R6.2, refer to

Change Description, 555-230-476, Issue 1

Enterprise Communications Server (referred to as DEFINITY ECS

DEFINITY Enterprise Communications Server R6.2

Who Should Read This Book?

This book is written for those who are considering the purchase of a DEFINITY ECS system and for Lucent Technologies representatives and distributors who need high-level information about the system and how it can be used.

What Is in This Book?

This book discusses all DEFINITY capabilities available world-wide. It defines common, practical solutions and suggests unusual, creative ones.

DEFINITY Enterprise Communications

. For details about

NOTE:

Some products are unavailable in some countries. Please check with your local distributor for further information about which features and solutions are available to you.

Issue 5 January 1998 xxi555-230-024

About This Book

This overview of DEFINITY ECS is composed of the following chapters:

■

Chapter 1, "Introduction"

— outlines basic advantages, capabilities,

hardware and software components and system configurations.

Chapter 2, "Industry Applications" —

discusses how DEFINITY ECS meets

the communications requirements of several example industries.

Chapter 3, "Call Center Solutions" —

discusses features that help you set

up and manage an efficient call center.

Chapter 4, "Computer-Telephone Integration Solutions" —

discusses

features that merge computer and telephone functions.

Chapter 5, "Hospitality Solutions" —

discusses products and features

particularly useful in the hospitality (lodging) industry.

Chapter 6, "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.

Chapter 7, "Telecommuting Solutions" —

discusses features and products

that allow you and your associates to work effectively off-site.

Chapter 8, "Data Management Solutions" —

discusses features that help

you manage telecommunications information.

■

Chapter 9, "Voice Processing Solutions" —

discusses DEFINITY ECS

features that help you handle incoming and outgoing calls efficiently.

■

Chapter 10, "Desktop Solutions" —

discusses f eatur es tha t are avai lable a t

your desktop computer or telephone.

■

Chapter 11, "Multimedia Solutions" —

discusses features that allow you to

send and receive synchronized voice and image information.

■

Chapter 12, "Networking Solutions" —

discusses features that help you

network DEFINITY ECS with itself and with other equipment.

■

Chapter 13, "Service Upgrade Solutions" —

discusses the advantages inherent in the process of upgrading telephone service using DEFINITY ECS.

■

Chapter 14, "System Management Solutions" —

discusses the many ways

in which you can manage the DEFINITY ECS and related systems.

■

Appendix A, "Features" —

summarizes the features discussed in this

book.

■

Appendix B, "System Capacity Limits" —

contains Table B-2 that lists the

capacity of each feature.

■

Appendix C, "References" —

lists and describes additional DEFINITY ECS

documents.

A glossary, including abbreviations, and an index are also provided at the back of the book.

xxii Issue 5 January 1998

555-230-024

How Should I Use This Book?

You will probably want to read or skim the Chapter 1, "Introduction" first to get a basic understanding of the DEFINITY system. Chapter 2, "Industry Applications" is a good place to go next, because it discusses in general terms specific applications that may help you apply DEFINITY ECS creatively. It probably does not describe your industry or situation exactly, but scanning several of the examples may help you generate ideas about similar solutions you might apply.

Read the more in-depth discussions of general applications in Chapters 3 through 14 selectively, focusing on the solutions that suit your circumstances.

Appendix A lists all DEFINITY features, and includes a short description of each. These feature descriptions may help you understand specific features as well as

the scope of DEFINITY ECS’s capabilities. The remainder of the book is composed of reference material.

Conventions Used in This Book

The following conventions are used in this book:

■ The word “

system”

is a general term for the DEFINITY Enterprise

Communications Server.

■ The information in this book refers to DEFINITY ECS Release 6 unless

otherwise specified.

Trademarks and Service Marks

This book contains references to the following Lucent Technologies trademarked products:

■ AUDIX

■ Call Accounting System for Windows®

■ Callmaster

■ CallVisor

■ CenterVu™

■ Concorde 4500™

■ CONVERSANT

■ DATAPHONE

■ DEFINITY

■ DIMENSION

■ FreeWorks™

Issue 5 January 1998

xxiii555-230-024

About This Book

■ GuestWorks™

■ INTUITY™

■ INTUITY Lodging™

■ MEGACOM

■ MERLIN

■ MULTIQUEST

■ OneVision™

■ Quorum™

■ VOICE POWER

■ UNIX

■ Venue 2000™

The following are trademarks or registered trademarks of other companies:

■ INFORMIX

■ MS-DOS

■ MicroSoft

is a registered trademark of Informix Software, Inc.

is a registered trademark of the Microsoft Corporation

is a registered trademark of Microsoft Corporation

■ Windows™ is a trademark of the Microsoft Corporation

■ Solaris™ is a trademark of Sun Microsystems, Inc.

■ Vari-A-Bill

Other References

Please see Appendix C, "References" for a detailed list of DEFINITY ECS documentation.

is a trademark of AT&T

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How Can I Order Other Books?

To obtain DEFINITY Communications System documentation, contact:

General Business Communications System Publications Fulfillment Center PO Box 4100 Crawfordsville, Indiana 47933-3126 U. S. A.

+1-317-361-5353 +1-317-364-5355 Fax (Central Standard Time Zone)

If you are in North America phone: 1-800-457-1235 1-800-457-1764 Fax

How Can I Make Comments About This Book?

Lucent Technologies welcomes your feedback. Please fill out the reader comment card at the front of this manual and return it. Your comments are of great value and help improve our documentation.

If the reader comment card is missing, fax your comments to 303-538-1741, and

mention this document’s name and number,

Server Overview

555-230-024, Issue 5.

DEFINITY Enterprise Communication

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About This Book

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Introduction

DEFINITY Enterprise Communications Server (ECS) organizes and routes voice, data, image and video transmissions Figure 1-1. To streamline the handling of different types of data, the transmitted information is digitized (distilled into representative sequences). The system can also receive and transmit analog (undigitized) information, which is digitized internally by the system.

1) Voice 3) Image

2) Data 4) Multimedia

Figure 1-1. DEFINITY Enterprise Communications Server

Issue 5 January 1998 1-1 555-230-024

Introduction

DEFINITY ECS Advantages

The DEFINITY ECS is the first truly global multimedia platform. It handles multimedia traffic as efficiently as any system available, while its state-of-the-art

design further enhances Lucent Technologies’ reputation for world-class reliability. The system not only accommodates but also integrates most related equipment throughout the world. Its modular design anticipates growth and change. All this translates to an exciting array of practical and creative applications for your business.

Adaptable

DEFINITY ECS’s open architecture and modular design make it compatible with a wide variety of hardware and software

from other vendors. These may include personal and shared computers, terminals, computer networks, telephones, fax machines, and multimedia equipment. Multilingual options are available for messaging, call-related displays, and many related applications. The system was designed to accommodate existing and anticipated global communications standards and protocols. It is adaptable to varying standards world-wide, providing efficient service even when connected to conventional networks.

— both Lucent tools and tools

Expandable

Modular port circuits, carriers (circuit shelves), and cabinets can be added to accommodate growth. Each DEFINITY ECS can also be networked to additional systems (DEFINITY ECS or other types) to service many simultaneous voice, data, image and video transmissions. These networks can be either centralized or geographically widespread. Regardless of configuration, the system is always expandable, for moderate incremental cost. This seamless expandability, from 80 to 29,000 ports, is perhaps the most important advantage of DEFINITY ECS. In addition, the platform makes available a creative array of options designed to anticipate growth and change in your business.

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DEFINITY ECS Advantages

Integrating

Reliable/Recoverable

Sometimes the most important function of the DEFINITY ECS is its control and coordination of all your desktop tools and shared resources. It not only communicates with most networks and equipment throughout the world, but unifies them by translating protocols and standards as necessary. The system is designed to accommodate multimedia and network integration tools. It also offers many features that

integrate computer and telephone. DEFINITY ECS’s integrating capabilities and its association with many leading-edge tools make it a good investment for future growth. These attributes also enhance the value of your related investments.

DEFINITY ECS is inherently reliable by design. That reliability can be enhanced by redundant configurations (see "Configuring for Reliability/Recoverability" in this chapter). Every essential component in the system is designed to be duplicated. For these reasons, adjacent systems (network, power supply, etc.) are far more likely than the DEFINITY ECS itself to fail. If something connected to the system should fail, the DEFINITY ECS keeps working until those systems are restored. If the disturbance is great enough that the DEFINITY ECS is also disabled, the system’s modular design provides you many options for getting your communications back into service quickly.

State of the Art

DEFINITY ECS is the first telecommunications system to manage bandwidth precisely, which allows it to handle high bandwidth multimedia informati on while still conserving resources. It is also the first telecommunications system to use RISC (reduced instruction set computer) processors. The system is designed to accommodate anticipated innovations such as ATM (Asynchronous Transfer Mode).

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Introduction

DEFINITY ECS: A Global Multimedia Platform

DEFINITY ECS has been installed in more than 90 countries. It is the first truly global multimedia platform:

— It is compatible with a wide variety of tools, from

group video systems to desktop network management applications and much more.

— It accommodates existing and emerging world-wide

standards and protocols.

— Using bandwidth-on-demand, it provides the most

efficient multimedia transmissions available. — It offers multilingual options for many applications. — It is designed to accommodate new innovations as

they emerge. — It is inherently reliable and provides many options for

recovering quickly if disabled. — It expands easily to accommodate your future needs.

World-class call features and multilanguage displays and voice prompts speed your communications with customers and associates around the globe. Messaging services enhance communication and productivity within your organization and enable business transactions across multiple time zones. You can even have calls received after business hours relayed to an office still open for business in another part of the world. This saves the cost of round-the-clock staff and keeps your customers in touch with your best agents.

NOTE:

Some applications and products are unavailable in some countries. Please check with your local distributor for further information about which features and applications are available to you.

International Capabilities

DEFINITY ECS provides features that allow for differences in telecommunication standards around the world, allowing you to use the same communications system at your various locations in other countries. If you are reading this book, it is likely that the system has been type approved in your country. Check with your local distributor for more information.

For more detailed information on the system’s robust international capabilities, see the 555-230-207, and

tions,

DEFINITY ECS Release 6 System Description Pocket Reference, Issue 3,

DEFINITY ECS Release 6 Administration and Feature Descrip-

Issue 2,

555-230-522.

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+ 332 hidden pages