Lucent Technologies DEFINITY ProLogix Solutions, DEFINITY ProLogix Solutions 2.0 Overview

DEFINITY® ProLogix™ Solutions

Release 2. 0 Overview

Notice

Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications system by an

unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your

toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies 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 result from such unauthorized use.

Lucent Technologies Fraud Intervention

If you

suspect that you are being victimized

by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643-2353.

Trademarks

AUDIX, CALLMASTER, CentreVu, CONVERSANT, DEFINITY, Magic On Hold, and PassageWay are registered trademarks and INTUITY, ProLogix, and TransTalk are trademarks of Lucent Technologies, Inc.

Microsoft and Windows are registered trademarks and Windows NT is a trademark of Microsoft Corporation.

Commence is a trademark of Commence Corporation. Octel is a registered trademark of Octel Communications Corporation. PagePac Plus is a registered trademark of Harris Corporation. PhoneLine is a registered trademark of CCOM Information Systems. Bay Networks is a registered trademark of Bay Networks. Paradyne is a trademark of Paradyne Corporation. Ascend and Pipeline are registered trademarks of Ascend Communications,

Inc. Hypercom is a registered trademark of Hypercom.

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Warranty

The CD software and documentation are not warranted and are provided by Lucent Technologies as is.

Disclaimer

Intellectual property related to this product and registered to AT&T Corporation has been transferred to Lucent Technologies Incorporated.

Any references within this text to American Telephone and Telegraph Corporation or AT&T should be interpreted as references to Lucent Technologies Incorporated. The exception is cross references to books published prior to December 31, 1996, which retain their original AT&T titles.

Contents

Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv

Intended Audiences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv

How to Use This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xvi

Conventions Used in This Document . . . . . . . . . . . . . . . . . . . . . . . xviii

Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xviii

How to Order Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . .xix

How to Comment on This Document . . . . . . . . . . . . . . . . . . . . . . . . xx

1Introduction 1-1

Cabinets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-8

Compact Modular Cabinets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-9

Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11

Reliability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-12

2 Desktop/Console Solutions 2-1

Telephones for the Global Marketplace . . . . . . . . . . . . . . . . . . . . . . 2-1

Digital DCP Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-3

ISDN BRI Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-16

Analog (Single-Line) Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-18

Attendant Consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-24

DEFINITY Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-24

DEFINITY PC Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-25

3Adjuncts 3-1

Power Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

4 Messaging/Voice Response Solutions 4-1

Messaging Systems and

Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

Messaging Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3

INTUITY AUDIX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3

DEFINITY AUDIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-8

Centralized Messaging vs. Networked Messaging . . . . . . . . . . . . . . . . 4-8

INTUITY AUDIX Messaging Solutions. . . . . . . . . . . . . . . . . . . . . . . 4-9

INTUITY AUDIX Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-9

INTUITY Message Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-13

DEFINITY AUDIX Voice Messaging System. . . . . . . . . . . . . . . . . . . .4-15

DEFINITY AUDIX Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-17

INTUITY CONVERSANT . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-20

Octel 100. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-22

Octel 100 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-22

Basic Call Management System Vu . . . . . . . . . . . . . . . . . . . . . . . .5-15

Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-16

Call Center Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-17

Call Center Deluxe. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-18

Call Center Elite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-19

CentreVu Virtual Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-20

CentreVu Advocate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-22

CentreVu Compact Call Center Drop-In Solutions. . . . . . . . . . . . . . . . .5-25

6 Wireless Solutions 6-1

Medium Range Mobility Solution. . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Long Range Mobility Solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

DEFINITY Wireless Business System R2 - PWT . . . . . . . . . . . . . . . . . . . . . . . .6-6

DEFINITY Wireless Business System - DECT Adjunct. . . . . . . . . . . . . . . . . . . .6-7

Starter Application Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9

Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-10

Third-Party Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-13

8 Telecommuting/Virtual Office Solutions 8-1

DEFINITY ProLogix Features for Telecommuting . . . . . . . . . . . . . . . . . 8-1

Remote Call Coverage/

Call Forwarding Off-Net/Coverage of Calls Redirected Off-Net . . . . . . . . . . . .8-2

Extended User Administration of Redirected

Calls (Telecommuting Access) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-2

Personal Station Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-2

Station Security Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-3

Pipeline 15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3

DEFINITY Extender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4

AUDIX Features for Telecommuting . . . . . . . . . . . . . . . . . . . . . . . . 8-5

Starter Application Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6

9 System Administration Solutions 9-1

Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-11

Basic Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-12

Performance Measurements. . . . . . . . . . . . . . . . . . . . . . . . . . . .9-13

Call Charge Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-15

Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-16

Call Detail Recording Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-16

Call Detail Recording Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-18

Call Accounting Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-18

Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-20

Security Violation Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-20

Call Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-20

10 Trunking and Networking Solutions 10-1

Uniform Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-1

Distributed Communication System . . . . . . . . . . . . . . . . . . . . . . . .10-2

Adding DEFINITY ProLogix Solutions to Existing DCS Networks . . . . . . . . .10-5

Facility Restriction Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-13

Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-14

Network Interfaces and Equipment . . . . . . . . . . . . . . . . . . . . . . . 10-15

Trunk Group Circuits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-15

Centralized Attendant Service . . . . . . . . . . . . . . . . . . . . . . . . . . 10-22

Main/Satellite/Tributary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-23

Electronic Tandem Network . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-24

Multimedia Communications. . . . . . . . . . . . . . . . . . . . . . . . . . . 10-25

Starter Application Package . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-28

Appendix A: Features A-1

Automatic Routing Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2

Basic Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3

Call Center Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .A-12

Hospitality Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .A-14

Private Networking Features. . . . . . . . . . . . . . . . . . . . . . . . . . . .A-15

DEFINITY ECS Release 7.1 (and later) Installation & Maintenance for Compact

Modular Cabinets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-4

DEFINITY Adjuncts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-5

DEFINITY AUDIX System Release 4 . . . . . . . . . . . . . . . . . . . . . . . B-5

Guide Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-6

INTUITY Messaging Solutions Release 5 . . . . . . . . . . . . . . . . . . . . . B-7

PC Applications and CALLMASTER. . . . . . . . . . . . . . . . . . . . . . . . B-7

Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-8

Index IN-1

About This Document

Purpose

This document provides an overview o f the features, components, and capabilities of DEFINITY® ProLogix™ Solut ions. Thi s document provides hi gh-level inf ormatio n about the system; i t does not d escribe how to install, administer, or maintain DEFINITY ProLogix Solutions. For this information, refer to the enclosed documentation l ibrary compact di sk (CD) (docu ment numb er 555-23 5-807) . See Appendix B for a listing of the libraries contained on this CD.

You should read this d ocument to understand

• the features of DEFINITY ProLogix Solutions,

• the components of DEFINITY ProLogix Solutions, and

• the additional capabilities that are available for you to further tailor DEFINITY

About This Document How to Use This Document

How to Use This Document

Since this document provides an overview of the features, components, and capabilities of DEFINITY ProLogix Solutions, you should read this document to get a basic understanding of DEFINITY ProLogix Solutions. This document describes all of the capabilities that you can add to your DEFINITY ProLogix Solutions, helping you to identify applications that increase the productivity and effectiveness of employees in your company.

This document consists of th e following chapters:

• Chapter 1, “Introduction,” provides an overview of DEFINITY ProLogix

Solutions, including the features and hardware and software components.

• Chapter 2, “Desktop/Console Solutions,” describes the telephones and consoles

that are available with DEFINITY ProLogix Solutions.

• Chapter 3, “Adjuncts,” describes the adjuncts that are available with DEFINITY

ProLogix Solutions.

• Chapter 4, “Messaging/Voice Response Solutions,” describes the voice

About This Document How to Use This Document

• Chapter 7, “Computer Telephony Integration Solutions,” describes the

applications that merge computer and telephone functions, enabling employees in your company to control their telephones from their personal computers and to use caller ID to access client information.

• Chapter 8, “Telecommuting/Virtual Office Solution s,” describes applications that

enable employees in your company to work effectively off-site.

• Chapter 9, “System Administration So lutions,” describes applications that can

help you manage DEFINITY ProLogix Solutions.

• Chapter 10 , “ Trunking and Networ king Solutions,” describes applications that

provide connections to a variety of voice and data networks, helping you to network your equipment and solutions.

• Appendix A, “Features,” lists the features of DEFINITY ProLogix Solutions.

• Appendix B, “Documentation Library,” lists the documents contained in the

Document Library CD.

An index is also provided at the back of the book.

About This Document Conventions Used in This Document

Conventions Used in This Document

The following conventions are used in this document:

• The term system is used in general to represent DEFINITY ProLogix Solu tions.

• The term switch is used to represent other telecommunications switching

products.

Security

The Security of your DEFINITY ProLogix Solutions is extremely important to Lucent Technologies. You must refer to the BCS Products Security Handbook (555-025-600) and the DEFINITY ECS documentation for the security measures you should implement for your DEFINITY ProLogix Solutions.

About This Document How to Order Documentation

How to Order Documentation

This document’s order number is 555-235-100, Issue 2. The comcode for this document is 108432139. To order this document, contact:

Lucent Technologies BCS Publications Center 2855 North Franklin Road Indianapolis, IN 46219-1385 U.S.A.

Voice: 1 800 457-1235 Fax: 1 800 457-1764 International Voice: 317 322-6791 International Fax: 317 322-6699

To order paper versions of the documents contained on the documentation library CD or any other documents, provi de the ord er numb er(s) for t he docu ment(s) y ou want t o order. Appendix B contains the list of ordering numbers for all documentation contained on the CD.

About This Document How to Comment on This Document

How to Comment on This Document

Lucent Technologies welcomes your feedback. Please fill out the reader comment form at the back of the document and return it.

If the reader commen t for m i s mi ss ing, fax your comment s t o 1 908 953-6912, and men tio n t his do cument’s name and number, DEFINITY® ProLogix™ Solutions Release 2.0 (Software Releases 7.1 and Later) Overview, 555-235-100, Issue 2.

1 Introduction

DEFINITY ProLogix Solutions Overview

DEFINITY® ProLogix™ Solutions is an extremely flexible, global communications system that you can design to get precisely the features and functionality your mid-sized business locations need. As y our business grows and your needs change, you can select the tools you need to help manage your time and communications processes effectively, including an array of prepackaged advanced applications (known as “Application Starter Packages”) and service and support options.

DEFINITY ProLogix Solutions is a member of the powerful DEFINITY family and provides many of the features found in the other DEFINITY ECS systems. As your company grows, DEFINITY ProLogix Solutions gives you the ability to migrate easily and cost-effectively to the larger DEFINITY ECS. If you move to the DEFINITY ECS, you will keep all of the DEFINITY ProLogix Solutions applications and almost all of your hardware, thereby protecting your initial investment.

1 Supported Applications

Supported Applications

DEFINITY ProLogix Solutions Release 2 supports the following platforms:

• INTUITY™ AUDIX® Voice Messaging System, Release 4.3 or later

• DEFINITY AUDIX Voice Messaging System, Release 3.2 or later

• Octel® 100 Messaging

• BCMS and/or BCMS Vu software

• CentreVu Call Management System

• INTUITY CONVERSANT® Interactive Voice Response

• ASAI/TSAPI via MAPD

• ATM-CES

• IP-Trunks (voice and fax over IP)

• BRI Trunks and Stations

1 Supported Applications

• DEFINITY Site Administration (DSA)

• PassageWay® Direct Connection

• Data access products from Paradyne™, Ascend® Communications, and

Hypercom®

• DEFINITY PC Console Release 2 or later

• DEFINITY Attendant Console

• Telephones including the globally-designed 6400 series as well as 8500, 8400,

9400, 9100, 8100, 7400, 7300/ATL, and 6200 series

• MasterDirectory and PhoneLine applications

• Access Security Gateway (ASG) Guard and other security devices

• Miscellaneous adjuncts includi ng Uninterruptible Power Supply (UPS),

Overhead Paging, and Call Accounting softwar e

• Remote and local access products for LAN access, Internet access, and voice

1 Application Starter Packages

Application Starter Packages

DEFINITY ProLogix Solutions offers Application Starter Packages that enable you to implement advanced applications at your own pace, easily and cost effectively in small sizes. When you are ready, you can increase the capacity of the Starter Packages you purchase. Refer to the individual section for more details about each Starter Package.

The following Starter Packages are available:

• Virtual Office

The V i r tual Of fice Starter Package lets you p rovide voice and data access for offsite workers and telecommuters. Ideal for businesses with employees who often work at home or other remote locations, this package allows workers to access your business LAN or the Internet from a remote office or home. Off-site workers can even receive telephone calls using a single telephone number no matter where they are, enabling them to work where needed.

• Wireless

1 Application Starter Packages

• Networking

The Networking Starter Packag e in cludes th e h ardwar e an d so ftware yo u need to provide consistent, enhanced com mun ications among multiple company locations cost effectively. Depending on your business needs, you can select a networking package to provide centralized voice mail, remote call coverage, interof fice C a ll in g Par ty / Call ed Party disp lays, and ot her pro du c tiv ity-enhancing features.

• Information Management

The Information Management Starter Package includes the software you need to collect, modify, and synchronize directory information from a wide variety of sources (such as PBXs, telecom databases, and corporate databases) and then provide online access to this up-to-date directory information in networked, stand-alone, and mobile computing environments. With this package, you can build and maintain co rporate directories and then distri bute this information to users throughout your organization.

1 Differences between DEFINITY ProLogix Solutions and DEFINITY ECS

Differences between DEFINITY ProLogix Solutions and DEFINITY ECS

DEFINITY ProLogix Solutions is a member of the powerful DEFINITY family and provides most of the features found in other DEFINITY ECS systems. (Appendix A provides a list of the features supported by DEFINITY ProLogix Solutions.) However, there are some differences between DEFINITY ProLogix Solutions and the DEFINITY ECS as listed below:

• DEFINITY ProLogix Sol uti ons uses a new cab in et , pr oces so r, and power supply

(R7csi).

• DEFINITY ProLogix Solutions does not support DC power.

• DEFINITY ProLogix Solutions does not support Common Control duplication.

• DEFINITY ProLogix Solutions does not support an internal modem for the

remote access port. Instead, an external modem is used.

• DEFINITY ProLogix Solutions supports a maximum of 600 total ports: a

maximum of 400 trunks/ 500 stat i ons.

1 Differences between DEFINITY ProLogix Solutions and DEFINITY ECS

• DEFINITY ProLogix Solutions does not support BX.25 system links that are

used for INTUITY/DEFINITY AUDIX DCIU Integration, R3 Call Manageme nt System (CMS), CentreVu CMS, or for signaling for DCS net works. However, CLAN supports TCP/IP connectivity for DCS networking and adjuncts such as CentreVu CMS and AUDIX systems.

For more detailed information on the system’s robust capabilities, see the DEFINITY ECS Release 7 System

Description Pocket Reference, Issue 4, 555-230-211, and the DEFINITY ECS Release 7 Administrator’s Guide, Issue 1, 555-233-502, which are available on your documentation library compact disk (CD).

1 Hardware

Hardware

The main component of DEFINITY ProLogix Solutions is the new R7csi model, which uses the TN798B processor (a RISC-based central processing unit) and TN2182B Tone-Clock. The TN798B supervises system operation.

Cabinets

Cabinets are enclosed shelves composed of vertical slots that hold circuit packs. Circuit packs make up the logic, memory, and switching circuitry for the system. Port circuit packs connect to telephones, computers, and trunks. The cabinets are designed to accept any type of port circuit pack in each circuit pack position.

The circuit packs fit into connectors attached to the rear of the slots. Every connector is connected to signal buses and power supplies in the cabinet. The cabinets also house the equipment that supplies ringing signal voltage and mass storage for software translations. Each compact modular cabinet has its own power supply and supports 10 universal slots. The first cabinet uses two slots for the processor and the tone clock.

1 Hardware

Compact Modular Cabinets

Figure 1 shows a compact modular cabinet.

Figure 1. Compact Modular Cabinet

1 Hardware

The compact modular cabinet weighs 50 to 60 lbs. and has the following dimensions:

• height: 24.5 inches (62.2 cm)

• width: 25.5 inches (64.8 cm)

• depth: 11.3 inches (28.7 cm)

The R7csi has the following characteristics:

• It uses the compact modular cabinet (CMC).

• Each CMC has its own power supply.

• Up to three cabinets can be connected together in a single-port network.

• It enables small organizations to expand while keeping the initial investment

moderate.

• It is mounted on a wall. However, it can be mounted on a table or floor as long as

only one cabinet is required. For approved mounting configurations, refer to the Installation and Maintenance guide on the Library CD.

1 Software

Software

All DEFINITY ProLogix Solutions throughout the world use the same basic software. To provide this commonality while still accommodating wide variations in configurations and options, the system dynamically allocates internal memory storage. Memory is sized when the system is initialized, selecting the proper software parameters based on the hardware configuration.

In addition to the basic software, various optional packages can enhance the capabilities of the system. Some of the capabilities described in this document r equir e op tional software, f or examp le, th e INTUIT Y AUDIX Voice Messaging System. See your account representative for more information. The basic software is a prerequisite for all the optional packages.

1 Reliability

Reliability

DEFINITY ProLogix Solutions provides the following capabilities:

• The system can survive minor power surges (including lightning-induced surges

up to 2500 Volts peak) without service interruption. Surge protectors can be purchased for increased coverage.

• The system can be placed in less-than-ideal locations since it can handle above-

average temperatures and humidity.

• In case of power outages, the system automatically restores the last saved version

of user translations and runs them at system restart.

• The system supports the remote diagnostics capab ility, which enables quick

troubleshooting and maintenance.

• The system conducts self-diagnostics and can self-correct a large portion of

system errors. If further technical assistance is required, the ProLogix system will call the Lucent Technical Assistance Center for remote diagnostics support.

2 Desktop/Console Solutions

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 high-speed data communications and access to a variety of host and personal computers.

DEFINITY ProLogix Solutions brings voice communications, data communications, and messaging together on the desktop and enables you to customize the types of service for various individuals.

Note: Some applications and products are unavailable in some countries.

Please check with your local distributor f or furth er inform ation abou t the features and applications that are available to you.

Telephones for the Global Marketplace

A wide variety of telephones ranging from basic single-line telephones to sophisticated digital telephones

2 Telephones for the Global Marketplace

These families of telephones are designed to accommodate the types of communications various users require. All telephones have touch-tone dialing and the message-waiting lamp for notification of messages.

The following DEFINITY telephones are supported:

• 6400 Series digital telephones

• 7400 Series digital telephones

• 8400 Series digital telephones

• 8500 Series ISDN BRI telephones

• 9400 Series digital telephones (available in select European countries only)

• 7300/ATL Series hybrid telephones

• 6200 Series analog telephones

• 8100 Series analog telephones

• 9100 Series analog telephones

2 Telephones for the Global Marketplace

Digital DCP Telephones

Digital telephones using the Digital Communications Protocol (DCP) employ digital transmission for integrated voice and data signals and control signals. Transmission is over a connection consisting of one o r two pair of wires. Ho wev er, the 7400 Series telepho nes require four pair of wires . Each co nnect i on s upp ort s one signalling channel an d two information (voice and data) channels.

DCP telephones are used most effectively by those who have a high volume of calls, require access to multiple applications or databases, use switch features heavily, or require messaging services. They can be used with personal computers to exp and their capabilities.

These telephones provide the full range of DEFINITY ECS features on your desktop. In addition to multiline and multifunction capabilities, they provide access to integrated voice and data applications and messaging services. Some models include displays. DCP telephones can actually save you money by reducing the number of lines, modems, and ports that would normally be needed for analog facilities.

The following DCP telephones are available for sale:

• 6400 Series digital telephones

• 8400 Series digital telephones

2 Telephones for the Global Marketplace

• Group Listen capability, which enables you to use your handset or headset

normally while others in the room listen via a speakerphone. This 2-way handset, 1-way speaker mode allows you to serve as a spokesperson for a group

• Station User Administration capability, which allows you to program certain

features on the telephone yourself

• Conference, Transfer, Hold, and Last Number Dialed fixed feature buttons

• Whisper Page, which enables an assistant to announce another call to the boss

during an active call on the boss’ telephone. This announcement is heard by the boss only.

• Auto Call Timer, which enables each call to be timed automatically upon answer.

You can see the elapsed time on the telephone’s display. The timer is stopped automatically when a call is ended or placed on hold.

There are several 6400 Series telephones available:

• 6402 telephone

The 6402 telephone is a digital, single-line DCP telephone without a display that

2 Telephones for the Global Marketplace

• 6402D telephon e

The 6402D telephone is a digital, single-line DCP tel e phone with a 2-line by 16character display. This telephone has a Feature button for accessing up to 12 system features. The 6402D has a 1-way speakerph one and can be wall moun ted. There are no soft keys associated with the display.

• 6408+ telephone

The 6408+ telephone is a digital, multiline DCP telephone that has eight call appearance/feature buttons. This telephone has no display and can be wall mounted. The 6408+ is designed for users who need multiple line appearances and extensive features. The 6408+ has a built-in 2-way speakerphone and programmable keys so user s can access more system features from the telephone.

• 6408D+ telephone

The 6408D+ telephone is a digital, multiline DCP telephone that has eight call appearance/feature buttons and a 2-line by 2 4-character display. This telephone is designed for users who need multiple line appearances and extensive features.

2 Telephones for the Global Marketplace

• 6416D+ telephone

The 6416D+ telephone is a digital, multiline DCP telephone that has 16 call appearance/feature buttons and a 2-line by 2 4-character display. This telephone is designed for users with call coverage responsibilities who need multiple line appearances and extensive features. The 6416D+ has 12 additional features that are accessible via the 2-line by 24-character display and are selected by the four display-associated soft keys. A 24-button expansion module can be added to provide 24 additional auxiliary buttons. (The 24-button expansion module requires power from the station or the closet.) The 6416D+ has a built-in 2-way speakerphone and can be wall mounted.

• 6416D+M telephone

The 6416D+M telephone is a digital, multiline DCP telephone that has 16 call appearance/feature buttons and a 2-line by 24-character display. This telephone is designed for users with call coverage responsibilities who need multiple line appearances and extensive features. The 6416D+M has 12 additional features that are accessible via the 2-line by 24-character display and are selected by the

2 Telephones for the Global Marketplace

The 6416D+M allows you to install a 100A Tip/Ring module, providing a connection between the telephone and such analog adjuncts as modems, fax machines, analog conference-quality speakerphones, answering machines, and TDD machines commonly used by the hearing impaired. The 6416D+M has a built-in 2-way speakerphone and can be wall mounted. The 6416D+M also has a built-in headset jack.

• 6424D+ telephone

The 6424D+ telephone is a digital, multiline DCP telephone that has 24 call appearance/feature buttons and a 2-line by 2 4-character display. This telephone is designed for the busy executive o r executive assistant who requires extensive call handling and call coverage flexibility. The 6424D+ has 12 additional features that are accessible via the 2-line by 24-character display and are selected by the four display-associated soft keys. The 6424D+ has a built-in 2-way speakerphone and can be wall mou nted. A 24 -butto n expansion module can be added to prov ide 24 additional auxiliary buttons. (The 24-button expansion module requires power from the station or the closet.)

2 Telephones for the Global Marketplace

The 6424D+M allows you to install a 100A Tip/Ring module, providing a connection between the telephone and such analog adjuncts as modems, fax machines, analog conference-quality speakerphones, answering machines, and TDD machines commonly used by the hearing impaired. The 6424D+M has a built-in 2-way speakerphone and can b e wall mounted. A 24-button expansion module can be added to provide 24 additional auxiliary buttons. (The 24-button expansion module requires power from the station or the closet.) The 6424D+M also has a built-in headset jack.

Requirements

The 6400 Series telephones are compatible with the following 2-wire DCP circuit packs:

• TN 2181 (16-port circuit pack)

• TN 2224 (24-port circuit pack)

• TN 2214 (international 24-port circuit pack)

2 Telephones for the Global Marketplace

8400 Series Digital Telephones

The 8400 Series telephones are versatile 2-wire/4-wire DCP telephones that offer flexibility and cost savings and support most of the key/hybrid features of DEFINITY ProLogix Solut ion s. (Table 1 shows the differences between the 8400 Series telephones and 6 400 Series telepho nes.) These telephones detect automatically whether they are plugged into a 2-wire or 4-wire digital line circuit card. This significant benefit provides an easier transition to either a 2-line or a 4-line environment, thereby reducing wiring expenses and installation adjustments. These telephones also enable you to save space inside of the DEFINITY ProLogix Solutions cabinet by using 24-port 2-wire boards in place of 8-port 4-wire boards.

There are several models of 8400 Series telephones:

• 8403 telephone

The 8403 is a 3-line telephone without a dis pl a y that can be wall mounted. This telephone has a built-in, 1-way (listen-only) speakerphone and three programmable buttons. This telephone is not currently sold as new.

• 8405B telephone

The 8405B is a 5-line telephone without a display that can be wall mounted. The

2 Telephones for the Global Marketplace

• 8405D telephon e

The 8405D is a 5-line telephone with a 2-line, 24-character display that can be wall mounted. This telephone has a built-in 2-way speaker and programmable keys.

• 8410B telephone

The 8410B is a 10-line telephone without a display that can be wall mounted. The 8410B has a built-in 2-way speakerphon e and programmable keys.

• 8410D telephon e

The 8410D is a 10-line telephone with a 2-line, 24-character display. The 8410D has 12 additional features that are accessible via the 2-line by 24-character display and are selected by the four display-associated soft keys. This telephone has the same features as the 8410B and can be wall mounted.

• 8411B telephone

The 8411B is a 10-line telephone without a display. This telephone is an

2 Telephones for the Global Marketplace

• 8411D telephone

The 8411D is a 10-line telephone with a 2-line, 24-character display. This telephone is an enhanced version of the 8410D telephone that has a built-in RJ11C jack, which provides an interface to analog telephone devices (such as a telecopier or a modem) and an RS232 data interface for PassageWay Direct Connection. The 8411D has a built-in 2-way speakerphone and programmable keys. The 8411D has 12 additional features that are accessible via the 2-line by 24-character display and are selected by the four display-associated soft keys. This telephone cannot be wall mounted.

• 8434DX telephon e

The 8434DX telephone is a 34-button tel e phone with a 2-line, 40-character display. The 8434DX has a built-in 2-way speakerphone and programmable keys. The 8434DX has 12 additional features that are accessible via the 2-line by 40character display and are selected by the four display-associated soft keys. A 24button expansion module can be added. (The 24-button expansion module requires power from the station or the closet.)

2 Telephones for the Global Marketplace

Table 1. Differences between the 6400 Series Telephones and 8400 Series Telephones

Feature

6400 Series Telephones

8400 Series Telephones

Whisper Page Yes Yes Group Page Yes Yes Bridged Appearance Yes Yes Personal CO Line

Appearance

Yes Yes

Directed Call Pick-up Yes Yes Group Listening Yes No Station User

Administration

Yes No

2 Telephones for the Global Marketplace

Dual-Purpose NEXT button

Yes No

Auxiliary Jack 6416D+M and

6424D+M only

Yes

Tip/Ring Interface Yes Yes (8411) 2 and 4 wire 2-wire only Yes RS-232 CTI Interface No Yes (8411) AD Labeling Yes Yes Active Dialing Yes Yes Context-Sensitiv e Help Yes Yes

Table 1. Differences between the 6400 Series Telephones and 8400 Series Telephones

Feature

6400 Series Telephones

8400 Series Telephones

2 Telephones for the Global Marketplace

9400 Series Digital Telephones

The 9400 Series telephones (used only in selected European countries) are digital telephones. The 9403 and 9434 telephones operate in both 2-wire and 4-wire configurations. The 9410D telephone operates only in the 2-wire DCP configuration.

DEFINITY ProLogix Solutions supports the following 9400 Series telephones:

• 9403 telephone

The 9403 telephone is a 3-line digital telephone without a display and can be wall mounted. This entry-level telephone is designed for users with basic call handling requirements. The 9403 is ideal for areas where there is minimum use, such as reception areas, copy rooms, file rooms, or warehouse locations. This telephone has a built-in, 1-way (listen-only) sp eakerphone that facilitates offhook dialing and listening to voice mail or broadcast messages. You can add an S201A speakerphone and use the cost-effective 9403 in a conference room. The 9403 operates in both 2-wire and 4-wire configurations.

• 9410D telephone

The 9410D telephone is a digital, multiline telephone that has 10 call appearance/feature buttons and a 2-line by 24-character display. This telephone is

2 Telephones for the Global Marketplace

• 9434 telephone

The 9434 telephone is a digital, multiline teleph one that has 34 call appearance/feature buttons and a 2-line by 24-character display. This telephone is designed for the busy executive o r executive assistant who requires extensive call handling and call coverage flexibility. The 9434 has a built-in 2-way speakerphone and can be wall mounted. A 24-button expansion module can be added to provide 24 additional auxiliary buttons. (The 24-button expansion module requires power from the station or the closet.) The 9434 operates only in both 2-wire and 4-wire configurations.

Requirements The 9400 Series telephones are compatible with all 2-wire circuit packs. The

connection is made via a 2-wire, 16-port or 24-port DCP interface card.

7300/ATL Series Hybrid Telephones

The 7300/ATL Series telephones are multiline, hybrid telephones. Although these telephones are supported, these telephones cannot take advantage of the latest set of DEFINITY features. These telephones are not currently sold as new.

2 Telephones for the Global Marketplace

ISDN BRI Telephones

Like the digital DCP telephones, ISDN telephones transmit voice, data, and control sig nals digitally. With the ISDN telephones, howev er , the transm ission employs the world-wid e standard BRI protocol between t he switch and the telephone. The TN556C BRI station card permits the use of 8500 Series ISDN telephones.

Also like the DCP telephones, these telephones can be used with personal computers to expand their digital capabilities. The DEFINITY ISDN BRI telephones include m ode ls that have unique features such as call logs and personal directories.

8500 Series ISDN BRI Telephones

The 8500 Series telephones are multiline ISDN BRI telephones. The following models of 8500 Series telephones are available:

• 8503T ISDN BRI telephone

The 8503T ISDN BRI telephone is ideal for staff workers, entry-level associates, lobbies, and conference rooms. This telephone provides three buttons for call appearances/flexible features, nine fixed feature buttons, and 12 programmable memory-dialing locations on the dialpad keys. The 8503T can support a S201A

2 Telephones for the Global Marketplace

The 8510T provides 10 buttons for call appearances/flexible features, nine fixed feature buttons, a built-in speakerphone, and a 2-l ine b y 24-character display with four control keys and four soft keys. The display soft keys pro vide access to a personal directory of up to 30 names and numbers, incoming and outgoing call logs, display contrast adjustment, ringer pattern selection, self-test, clock setting, and a 3-digit password lock. The 8510T can support a Digital and Analog SoundPoint speakerphone or a 500A headset adapter and can be wall mounted.

• 8520T ISDN BRI telephone

The 8520T ISDN BRI telephone is an all-around, multi-purpose, mid-range telephone that provides a full array of features for very active telephone users and busy managers, allowing quick and easy access to switch and personal features. This telephone is ideal for managers, conference rooms, and small office/home office environments.

The 8520T provides 20 buttons for call appearances/flexible features, nine fixed feature buttons, a built-in speakerphone, and a 7-l ine b y 24-character display with four control keys and 10 soft keys. The display so ft keys provide access to a

2 Telephones for the Global Marketplace

• 8528T ISDN BRI telephone

The 8528T ISDN BRI telephone is an all-around, multi-purpose, mid-range telephone that provides a full array of features for very active telephone users and busy managers, allowing quick and easy access to switch and personal features. This telephone is ideal for executive assistants, top-level managers, conference rooms, and small office/home office environments.

The 8528T provides 28 buttons for call appearances/flexible features, nine fixed feature buttons, a built-in speakerphone, and a 2-l ine b y 24-character display with four control keys and 10 soft keys. The display so ft keys provide access to a personal directory of up to 30 names and numbers, incoming and outgoing call logs, display contrast adjustment, ringer pattern selection, self-test, clock setting, and a 3-digit password lock. The 8528T can support a Digital and Analog SoundPoint speakerphone or a 500A headset adapter.

Analog (Single-Line) Telephones

2 Telephones for the Global Marketplace

The following analog telephones are available:

• 6200 Series analog telephones

• 8100 Series analog telephones

• 9100 Series analog telephones

6200 Series Analog Telephones

The 6200 Series telephones are single-line, analog telephones. There are two 6200 telephones available:

• 6210 telephone

The 6210 telephone is a single-line analog telephone that can be wall mounted. This telephone has a built-in Data jack that allows a user to bridge a fax machine, modem, or laptop computer onto the single analog line.

• 6220 telephone

The 6220 telephone is a single-line analog telephone that can be wall mounted. This telephone has a built-in Data jack that allows a user to bridge a fax machine,

2 Telephones for the Global Marketplace

8100 Series Analog Telephones

The 8100 Series telephones are single-line analog telephones that require one tipand-ring pair for operation. These telephones are not currently sold as new.

There are several models of 8100 Series telephones:

• 8101M tel ephone

The 8101M telephone is a single-line analog telephone that contains a Message light, selectable personalized ringing pattern, and a Data jack. This telephone allows users to access system features with the Flash button.

• 8101 telephone

The 8101 telephone is a single-line analog telephone that contains a Message light, selectable personalized ringing pattern, and a Data jack. This telephone allows users to access system features with the Flash button. The 8101 provides the added features of automatic redial, (with a Redial button) and a Hold button.

• 8102M tel ephone

The 8102M telephone is a single-line analog telephone that contains 12 programmable dialing buttons, automatic redial, selectable personalized ringing pattern, a Message light, a Hold button, a Data jack, and an Adjunct jack. This

2 Telephones for the Global Marketplace

9100 Series Analog Telephones

The 9100 Series telephones are cost-effective analog telephones (sold outside North America only). These telephones are not currently sold as new.

There are three models of 9100 Series telephones:

• 9101 telephone

The 9101 telephone has the following features:

~ standard alphanumeric dial pad ~ convenient pulse or push-button tone dialing ~ a fully modular connection that provides maximum ease of installation ~ telephone-line powered, unaf fected by power interruption ~ easily installed on desk or table ~ user-selectable ringer volume and pitch control ~ flashing ringer light that indicates an incoming call ~ flashing Message light ~ Flash button for accessing system features such as Hold and Transfer

2 Telephones for the Global Marketplace

~ easily installed on desk or table ~ user-selectable ringer volume and pitch control ~ flashing ringer light that indicates an incoming call ~ flashing Message light ~ Flash button for accessing system features such as Hold and Transfer ~ three memory-dialing buttons ~ ability for you to program ten memory-dialing numbers on the numeric dial

pad keys (0 and 1 through 9)

~ on-hook diali ng wit h 1-way speaker ~ Last Number Redial feature ~ Save feature, which enables you to save a number in memory for a temporary

period of time

• 9110 telephone

The 9110 telephone has the following features:

2 Telephones for the Global Marketplace

~ flashing Message light ~ Flash button for accessing system features such as Hold and Transfer ~ Last Number Redial feature ~ Save feature, which enables you to save a number in memory for a temporary

period of time

~ Mute button ~ Speaker volume control ~ user-selectable ringer volume and pitch control ~ user-adjustable speakerphone volume control

2 Attendant Consoles

Attendant Consoles

To increase the effectiveness of attendants handling calls, DEFINITY ProLogix Solutions offers the following tool s :

• DEFINITY 302C Attendant Console (requires conn ectivity to a 2-wire circuit

pack) The DEFINITY 302B Attendant console req uires co nnectivity to a 4-wire circuit

pack.

• DEFINITY PC Console Release 2.0 or later

DEFINITY Attendant Console

The DEFINITY Attendant Console is a digital call-handling station with push-button control that enables your call attendants to answer calls, to place calls, and to manage and monitor some system operations. The Attendant Display shows call-related information that helps the attendant to operate the console. Attendants may select one of several available display languages.

2 Attendant Consoles

DEFINITY PC Console

The DEFINITY PC Console is a software application that enables your call attendants to handle incoming

calls efficiently by personal computer. Using the familiar Microsoft® Windows® graphical interface, the attendants can easily keep track of how long callers have been on hold and for whom they are waiting. Attendants can monitor up to six calls at once. They need not fumble with pen and paper when handling calls, as they can make notes on their computers about what each caller n eeds. All this contrib utes to making a favorable first impression with your customers. Having the call processing software on the same computer with spreadsheet, word processing, or other software enables the attendants to stay productive between calls.

Your company directory is displayed on screen with busy extensions shaded. A variety of search functions are available, so attendants can find names and extensions easily. On-line telephone identification enables attendants to identify employees quickly . Calls are transferred with the press of a button. On-line help makes it easy for attendants to remind themselves how to use the system.

The PC Console is easily customized, so even if attendants from different shifts share the same computer, they can each preserve their preferences in the call processing environment. The PC Console is available in English, Dutch, Spanish, French, German, Italian, and Portuguese. If a Spanish-speaking attendant takes over for a French-speaking attendant, for example, a single press of a button converts all labels, error

2 Attendant Consoles

Requirements The following requirements must be met for PC Console to function properly:

• an IBM-compatible personal computer with: ~ a Pentium™-based, 100 Megahertz or higher processor

~ a minimum of 16 megabytes (MB) of RAM ~ a minimum of 4 MB of ROM ~ a 3.5-inch disk drive ~ an available COM port ~ sufficient hard disk space. The space required to support PC Console depends

on the number of users you are supporting, the amount of information stored for each person, and whether you will include each person’ s photograph in PC Console.

• any of the following operating systems: ~ Microsoft Windows 3.1 or later (R2.0 only)

~ Microsoft Windows for Workgroups 3.11 or later (R2.0 only) ~ Microsoft Windows 95

3 Adjuncts

DEFINITY ProLogix Solutions provides the following equipment to supplemen t services and features of your system and telephones:

• power systems

• on hold and delayed announcement systems

• headsets

• audio and visual paging

• alerts and sensors

• speakerphones

• security devices

• call accounting systems

3 Power Systems

Power Systems

Lucent Technologies offers the following solutions to help provide protection from power disturbances and disasters and to provide power for equip ment :

• Uninterruptible Power Systems (UPS)

A UPS helps safeguard your DEFINITY ProLogix Solutions and associated applications from utility power irregulari ties. During a power failure, the UPS battery activates, supplying power for a limited am ount of time.

• Surge Protectors

Surge protectors help protect PCs, fax machines, and other equipment from electrical surge damage. AC Protectors prevent voltage surges from entering the system via the AC utility line. Line Protectors prevent voltage surges from entering the system via incoming central office (CO) lines or via wiring for telephones (tip and ring) that extend to or from another building (In-Range Outof-Building).

3 On Hold and Delayed Announcement Systems

On Hold and Delayed Announcement Systems

Lucent Technologies offers the following external announcement systems for DEFINITY ProLogix Solutions:

• Magic On Hold® Express Systems

Magic On Hold Express systems provide businesses with fully customized, professionally produced announcements for customer-specific “on hold” environments. The professionally produced announcements are delivered remotely to your company d irectly from the production studio . Production options include legally licensed background music and/or customized information messages that play when a caller is placed on hold or in queue.

• Magic On Hold Systems

Magic On Hold systems provide businesses with up to 3 minutes of continuous radio programming for customer specific on hold environments. Production options include legally licensed background music and/or customized information messages that play when a caller is placed on hold or in queue.

3 Headsets

• Professional Announcement Recordings

Professional announcement recordings (PARs) enhance Auto Attendant, Automatic Call Distribution (ACD), and Integrated Voice Response (IVR) applications. Professional announcement recordings greet and guide business callers using crisp, clear, and concise voice messages that help optimize the

caller’s personal perception of automated communications. With professional announcement recordings, callers hear professional productions that deliver importa nt inform a t i on.

• Delay Announcement Systems

Delay announcement systems provide announce only, information announcement, in-queue ann ou ncemen t, and br oadcast m e ssaging fo r b usinesses with automatic messaging applications. These systems enhance the image of your busine ss by hel ping to preven t the call ers from feeling ab andoned du ring the call.

Headsets

3 Audio and Visual Paging

Audio and Visual Paging

Lucent Technologies provides overhead voice paging equipment that enables telephone users to make announcements by simply speaking into the handset of their telephone. DEFINITY ProLogix Solutions can support as many as nine paging zones, and one zone can be set up to activate all zones at the same time. (A zone is the location of the loudspeakers: for example, conference rooms, warehouses, or storerooms.)

Visual paging includes indoor LED message display signboards, wireless keyboards for sign programming,

connector kits for integrating with the PagePac Plus® equipment, and optional software for “ad-hoc” visual message programming.

Alerts and Sensors

Lucent Technologies provides a complete product line of alerts and sensors for your business. With alert devices, you can sel ect the type of s ound for i ncoming calls (for example, bell, hor n, or chime soun ds) or use visual signals (such as flashing lights) to indicate the presence of a ringing call, a voice mailbox message, or a voice paging message.

3 Ex te rnal Spea ker phones

External Speakerphones

External speakerphones are available for providing total telephone operation without the use of the handset. Turni ng on t he speakerph one is equivalen t to liftin g the te lepho ne handse t when placi ng or ans wering a call. Turning off the speakerphone is equivalent to hanging up the handset. Although the m a jority of Lucent telephones have built-in speakerphones, external speakerphones are the preferred solution for use in large conference rooms.

Security Devices

To help secure your DEFINITY ProLogix Solutions, Lucent Technologies provides the following products:

• Access Security Gateway (ASG)

The Access Security Gateway (ASG) offers a more secure alternative to static login password authentication when the DEFINITY ProLogix system is accessed remotely. Using an encryption algorithm, the Access Security Gateway provides session-based challenge and response technology to secure access to the

3 Security Devices

The Access Security Gateway consists of two components:

~ Access Security Gateway Guard

The Access Security Gateway Guard protects the DEFINITY ProLogix system from unauthorized access. When users attempt to access the ProLogix system remotely, the Access Security Gateway Guard prompts the users to enter their login ID and then issues a challenge. Using the Access Security Gateway Key, authorized users are able to provide the correct response to the challenge issued by the DEFINITY ProLogix system. The challenge issued b y the DEFINITY ProLogix system and the response that the system expects are constantly changed, helping to prevent unauthorized users from accessing the DEFINITY ProLogix system.

~ Access Security Gateway Key

The Access Security Gateway Key enables authorized users to access the DEFINITY ProLogix system remotely. When the Access Security Gateway issues a challenge, users must enter the challenge into the Access Security Gateway Key to receive the correct response to the challenge. The users then

3 Security Devices

• Remote Port Security Device

The Remote Port Security Device is a single-line dial-up port protection system that prevents unauthorized access to a host resource. Host resource dial-up ports are protected by installing the Remote Port Security Device Lock on the analog telephone line leading to the port. Access is provided only when the calling party uses the Remote Port Security Device Key, a unit that is installed on the analog telephone line at the calling party end.

The Remote Port Security Device works with all data communications protocols and can be used in the following applications:

~ protecting org anizations with remote and home offi ces that communicate over

the public telephone networ k via dial -up line s

~ safeguarding companies that administer their communication and voice

processing systems remotely from their office headquarters, helping to en sure that critical network routing information, traffic data, and PBX feature translations are not compromised

~ controlling dial-up access by suppliers that provide remote maintenance

3 Call Accounting Systems

Call Accounting Systems

Lucent Technologies provides the followi ng products to help you reduce telephone expenses, op tim ize resources, assign costs, identify abuse, and clearly understand your telephone expenses and convey that understanding to others:

• Telecommunications Management System (TMS)

Telecommunications Management System is a state-of-the-art, multi-user telemanagement system. Designed in the industrial-strength, on-line, dynamic server-based Informix NT, this application is unmatched in its performance and speed.

Telecommunications Management System provides a full 32-bit seamless application that targets client/server environments that use local area networks (LANs) and wide area networks (WANs). Telecommunications Management System is ODBC compliant and uses MAPI/TAPI conventions. Telecommunications Management System is a fully distributed network-based product.

3 Call Accounting Systems

• Call Accounting System for Windows

The Call Accounting System fo r W ind ows allows you to generate comprehensiv e and accurate accounting reports using the Microsoft Windows 98 or 95 environment. Detailed or summary reports can be expressed in two or three dimensional, color charts and graphs, or in text files suitable for downloading to other applicati ons .Th e op t io nal t o ll - frau d detection m odu le enables you t o det ect fraudulent use of your long-distance services.

You can generate reports that identify:

~ most frequently dialed numbers ~ most expensive calls ~ longest duration calls

In addition, you can search the accounting data f or a great v ariety of information , including dialed num bers, p a rt ial numbers, dates, times, call types, departm e nts, and calling extensions.

You can define up to five levels of reporting hierarchy to which you can assign

3 Call Accounting Systems

A traffic engineering option allows you to monitor trunk usage, callin g patterns, incoming traffic, and outgoing calls by area code. This allows you to analyze trends summarizing how your equipment is being used.

Call Accounting System for Windows is widely compatib le and requires little maintenance, even while collecting data, generating reports, and managing remote data collection sites.

• Call Accounting System NT

Call Accounting System NT has equivalent functionality as T elecommunications Management System, but only offers call accounting. Call Accounting System NT is a LAN/WAN-based application that supports customers with multi-user requirements. It is offered at a base size of 500 stations, but can be upgraded in 500 station increments.

CAS NT is supported with a mandatory professional service offer for on-site installation, initialization, and training provided by the vendor. CAS NT supports up to 50 sites, 5000 stations, and 5 simultaneous users. Hacker Tracker is also an available option.

3 Call Accounting Systems

• INTUITY Call Accounting System

If you are using any of the INTUITY voice messaging products, the INTUITY Call Accounting System is probably the best call accounting solution for you. The system works exclus ively with INT UITY products, whi ch reside on MAP 5P, MAP/40, or MAP/100 co mputer s. (Fo r more in formatio n on INTUITY produ cts,

see Chapter 4, “Messaging/Voice Response Solutions.”) Offering many of same features as the Call Accounting System for Windows, the system also serves to help integrate your INTUITY applications .

You can use the INTUITY Call Accounting System to optimize DEFINITY ProLogix Solutions’ resources, detect toll fraud, and allocate costs. More creative applications of the system’s reporting capabilities include:

~ measuring response of advert ising campaigns by assig ning an account nu mber

for the media (radio, television, etc.) that prompted incoming calls.

~ increasing productivity by tracking the costs of telemarketing and customer

service calls

~ detecting and finding the cause of abandoned calls

4 Messaging/Voice Response

Solutions

Wi th less than 30 percen t of person -to-pers on busi ness calls reaching the inten ded party on the first attemp t,

day-to-day business can be frustrating. Integration with Lucent Technologies’ multimedia messaging products can help ensure that important calls are not lost.

Lucent Technologies’ multimedia messagin g and voice response systems provide busine sses with the voice processing tools to communicate more ef ficiently and make time spent on the job m ore produ ctive. Whether your company has ten employees or thousands, Lucent Technologies can provide you with an innovative voice processing solution.

DEFINITY ProLogix Solutions suppo rts the following multimedia messaging and v oice response solutions:

• INTUITY AUDIX Multimedia Messaging System (Release 4.3 or higher)

• INTUITY Message Manager

• DEFINITY AUDIX Voice Messaging System

4 Messaging Systems and Call Coverage

Messaging Systems and Call Coverage

The INTUITY AUDIX system and DEFINITY AUDIX system can be set up as the last points on a coverage path. Calls are then redirected to AUDIX if they are not answered by a previous station on the path. In addition, a secretary or messaging agent who answers a call can transfer a caller to the AUDIX system

“mailbox” of the original called party upon request. The caller may prefer to leave a voice mail message if the message is personal, lengthy, or highly technical.

Many other options are available for maximum flexibility . For example, a caller can choose to transfer from the system to an attendant or operator. Or the caller can transfer to another extension instead of leaving a message. Your company can choose to have an automated attendant answer calls to the company and direct these calls to the right department quickly, so callers do not have to wait on hold. With an automated attendant, callers can be instructed to enter keypad commands to direct the call to the approp riate point. This feature gives customers choice and control. It also enables you to make the most effective use of your personnel, while still providi ng your customers with the service they exp ect.

Integrating each of these products with your DEFINITY ProLogix Solutions measurably reduces overhead

4 Messaging Integration

Messaging Integration

INTUITY AUDIX

DEFINITY ProLogix Solutions suppo rts the following integration methods for use with the Lucent INTUITY systems:

• LAN Link

• Mode Code (in band) communications

LAN Link The LAN link allows the DEFINITY ProLogix Solutions system and the Lucent

INTUITY system to communicate over a private, dedicated LAN or using a

customer’s LAN. The DEFINITY ProLogix Solutions system is a server, and the Lucent INTUITY system is a client that always initiates the communications session. This link uses a LAN circuit card installed in the Lucent INTUITY system and a CLAN circuit pack (TN799) installed in the DEFINITY ProLogix Solutions system. The two systems use TCP/IP and a specialized DEFINITY protocol to communicate.

4 Messaging Integration

The DEFINITY Prologix Solutions system with Release 7 or later software can support two C-LAN circuit packs. Each C -LAN circui t pack (T N799) c an suppo rt 17 LAN ports per circuit pack. Of these ports, only one port supports an Ethernet connection required for use with the Lucent INTUITY system. The Lucent IN TUITY system LAN link does not operate with the synchronous point-to-point protocol (PPP) provided by the other ports. The other ports can be used for other DEFINITY systems for PPP connections as part of a DCS network. (See Chapter 10 for further details about DCS using C-LAN.)

Mode Code The mode code (in band) link allows the Lucent INTUITY system and a DEFINITY

ProLogix Solutions system to communicate using the sam e analog telephone lines that connect the two systems for call answer and message retrieval. This integration uses touch-tone signaling, call-progress signals, and switch hook flashes over the ordinary tip and ring analog wiring to transfer information about the telephone call between the two systems. This integr ation does not require a separate link as needed for LAN integrations.

Table 2 summarizes the features available with the different types of integrations for

4 Messaging Integration

Table 2. Comparison of Integration Types

Function LAN Mode Code Mode Code Notes

Connection Information: Calling Party ID Yes Yes Called Party ID Yes Yes Internal vs.

External Call

Yes Yes Can provide internal and external

personal greetings

Direct vs. Redirected Call

Yes Yes

Busy vs. No Answer

Yes No Cannot provide personal greeting for

busy/no answer.

Call Disconnect

Yes No Mode Code uses “wink” on line.

4 Messaging Integration

MWI Control Message Waiting

Indicator (MWI) Status

Yes No Cannot provide “Integrated

Notification” of new messages in other services, such as Message Center or

LWC on switch. MWI On/Off Yes Yes MWI Audit Yes No Can refresh one at a time. Transfer Type Transfer Out of

AUDIX

Enhanced Basic Basic transfer via switch-hook flash.

Possibility of toll fraud.

Transfer Into AUDIX

NA NA Functionality is prov ided by switch.

Table 2. Comparison of Integration Types

Function LAN Mode Code Mode Code Notes

4 Messaging Integration

Busy Out Voice Ports

Yes No

“Link Alive” Messages

Yes No

Time of Day Clock Sync

Yes No

DCS Transparency Yes No Future work for Mode Code switches. Digital Networking NA NA Not dependent on switch in tegration.

* With “Basic Tra nsfer”, calls transferred t o the switch look like direct calls from the Lucent INTUITY system.

They follow the switch's covera ge path for th e “transfer-to ” destin ation. With “Enha nced Transfer” , the Lucent INTUITY system provides the original calling and called party information, along with an indication

Table 2. Comparison of Integration Types

Function LAN Mode Code Mode Code Notes

3 of 3

4 Centralized Messaging vs. Networked Messaging

DEFINITY AUDIX

The DEFINITY ProLogix Solutions system also supports the DEFINITY AUDIX Release 4.0 system, which is integrated with the DEFINITY ProLogix Solutions system using Displays Set Integration. DEFINITY AUDIX Release 4.0 requires only one slot when slot 6 is used, otherwise it is a two-slot board.

Centralized Messaging vs. Networked Messaging

If your company has multiple DEFINITY ProLogix Solutio ns and/or other DEFINITY ECS systems, you can implement a multimedia messaging system (such as the INTUITY AUDIX system) in a centralized and/or a networked environment. With Release 7.1 DEFINITY software, DEFINITY ProLogix Solutions can now be a hub in a shared voice mail environment.

In a networked environment, two or more multimedia messaging systems can share information to allow messages to be shared across several DEFINITY ProLogix Solutions or other DEFINITY ECS systems. This networking can be performed us ing digital line connections to the sys tem s or via Internet TCP/IP

4 INTUITY AUDIX Messaging Solutions

INTUITY AUDIX Messaging Solutions

Lucent Technologies INTUITY Messaging Solutions is a powerful messaging system that enables you to record, distribute, and receive messages in various media (for example, voice, fax, and email). The system runs on a MAP5P, MAP/40, MAP/40s, or MAP/100 computer connected to the switch and can accommodate up to 64 voice ports and 1255 hours of stored messages. MAP/40, MAP/40s, and MAP/100 are new with Release 7.1 of DEFINITY software.

INTUITY AUDIX Release 5 supports the Mode Code analog interface connectivity and TCP/IP connectivity. (Some INTUITY features may behave differently when you use the Mode Code interface. See the INTUITY documentation for more information.) TCP/IP connectivity requires using the C-LAN board with Release 7.1 of DEFINITY software.

INTUITY AUDIX Features

INTUITY Messaging Solutions offers the following features.

• Fax Messaging enables you to handle faxes as easily as you handle voice mail.

4 INTUITY AUDIX Messaging Solutions

• Integrated Messaging enables you access and manage incoming voice, fax, and

e-mail messages and file attachments from your personal computer or your telephone. A voice message will thus appear in your e-mail ma ilbox, for example, and vice versa. You can also set options to have just the message headers appear in the alternate mailbox. You can also create a voice or fax message by telephone and send it to an e-mail recipient.

• Text-to-Speech allows you listen to a voice rendering of text messages sent from

a supported e-mail system and/or INTUITY Message Manager.

• Print Text enables you to print messages sent from a supported e-mail system

and/or INTUITY Message Manager.

• Pre-Addressing enables you to address a message before recording it.

• Enhanced Lists enables you to send a message to up to 1500 recipients.

• Call Answer Disable enables you to turn off call answering to conserve system

resources. For example, you can create a message that tells callers they cannot leave a message and gives them another number to call.

4 INTUITY AUDIX Messaging Solutions

• Multiple Personal G reetings enable you to prepare a pool of up to nine personal

greetings to save time and provide more personal customer service. Separate messages can indicate you are on the telephone, away from the desk, o n vacation, etc. You can assign different messages to internal, external, or after-hours calls.

Note: This feature only works in a centralized environment. (W ith the Mode

Codes interface, you cannot set up separate internal and external greetings.)

• Priority Messaging places important messages ahead of others.

• Outcalling automatically dials a prearranged telephone number or pager when

you have messages in your voice mailbox.

• Priority Outcalling automatically dials a prearranged telephone number or pager

when you have priority messages in your voice mailbox.

• Broadcasting enables you to send a single message to multiple recipients or to all

users on the system.

• System Broadcast enables you to send broadcast messages as regular voice

4 INTUITY AUDIX Messaging Solutions

• Call Answering for N onresident Subscribers provides voice mailboxes for users

who do not have an extension number on DEFINITY ProLogix Solutions.

• Full Mailbox Answer Mode informs callers whenever messages cannot be left

because there is no room in a subscriber’s mailbox.

• Name Record by Subscriber lets you record your own name on the system.

• Automatic Message Scan can play all new messages in part or in their entirety

without requiring you to press add itional buttons, which is particu larly useful when you are getting messages from your mobile telephone.

• Sending Restrictions by Community enables you to limit the communities of

callers who can communicate via AUDIX Multimedia Messaging.

• Group Lists enables you to create mailing lists of up to 250 people to use for

broadcasting messages.

• Message Fo rwarding enables you to forward messages with or without attached

comments.

4 INTUITY Message Manager

• On-Line Help provides you with instant access to voiced instructions at any time

when you are using the system.

• Internet Messaging enables you to send or receive messages to anyone via the

Internet.

INTUITY Message Manager

The INTUITY Message Manager provides access to INTUITY AUDIX multimedia messaging processing features on a personal computer con nected to a local area network (LAN). It also works with the DEFINITY AUDIX system. This feature requires three distinct components to operate.

• The AUDIX server software can be purchased with the INTUITY AUDIX

system as an INTUITY Message Manager Right-to-Use. Also, this feature has INTUITY AUDIX hardware requirements.

• The Message Manager software diskettes can be purchased separately and are

installed either on each user’s PC or on a LAN server.

4 INTUITY Message Manager

Message processing features available at a subscriber’s PC with INTUITY Message Manager include:

• looking at up to sixteen message headers at a time and listening to messages in

the order you choose. For subscribers who get many messages, this provides an easy way to view and prioritize messages.

• ability to send and receive fax-only or voice-fax messages, to view faxes on your

PC, and optionally print faxes, text , email, and binary attachments

• recording, addressing, and scheduling messages

• replying to messages and forwarding messages

• annotating messages with a short subject line

• setting up AUDIX 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.

• setting up personal greetings, multiple personal greetings , or multilingual

greetings on-line makes it easier for you to manage and maintain your greetings, and annotating your greetings helps jog your memory

4 DEFINITY AUDIX Voice Messaging System

DEFINITY AUDIX Voice Messaging System

The DEFINITY AUDIX system is a powerful voice mail system that enables you to create, store, send, and receive spoken messages electronically. Spoken prompts guide you as you enter simple one- or two-key commands at a touch-tone tel ephone. Subscribers can use the sy st em 24 hours a day, sending and retrieving messages from any touch-tone telephone. And the AUDIX system helps to protect sens itive information by requiring users to enter a combination of subscriber login codes and passwords to access the system.

Whenever you call the DEFINITY AUDIX system, you interact with it by entering commands through your

telephone’s touch-tone keypad. You simply specify the activity, and follow the voice prompts for the specific task.

The DEFINITY AUDIX system gives small- to medium-sized businesses full voice messaging per formance in a streamlined, cost-effective package. The result is high-performance voice messaging no matter what your business size.

Each DEFINITY AUDIX system supports up to 2000 mailboxes and stores up to 100 hours of recorded messages. It can be configu red wit h 2 to12 p o rt s (in 2-po rt incremen t s) with no di git al net work in g, o r 2 to 8 ports (in 2-port increments) with digital netwo r king.

4 DEFINITY AUDIX Voice Messaging System

By embedding the voice messag in g sy st em within DEFINITY ProLogix Sol ut ions , th e DEFINITY AUDIX system provides the following advantages.

• Because it is integrated within the switch, separate review and approval by

government agencies for compliance with electrical requirements and other technical specifications often are not required.

• Connecting to the DEFINITY Communications System backplane provides

direct access to switch interfaces such as time slots, signalling mechanisms, and power feeds.

• Bypassing analog ports and digital conversions provides a more efficient, higher

quality call storage process.

• Using the same terminal with look-ali ke screens to administer both the switch

and the DEFINITY AUDIX system allows faster training and better performance.

• You can use the DEFINITY ProLogix Solutions maintenance strategy with the

DEFINITY AUDIX system to allow remote maintenance by the same team that maintains the s w itch.

4 DEFINITY AUDIX Voice Messaging System

The entire system is contained on circuit cards, occupying two consecutive slots in a compact modular cabinet (unless the system is in slot 6, where it will only take up one slot). All the major components are economically mounted onto the multifunction board usin g the latest technology in large-scale integration circuit chips and in surface-mount fabrication. The components mounted on the board include the central processing unit, the small computer system interface unit that supports the magneto-optical disk and hard disk, the digital signal processor complex that does speech processing, and the time-slot interfaces for the switch.

An external modem is required for remote maintenance. The DEFINITY AUDIX system operates by emulating a switch digita l port board.

DEFINITY AUDIX Features

Special voice-processing features include Voice Mail, Call Answering, Outcalling, Multi-Level Automated Attendant, and Bulletin Board. The following is a summary of DEFINITY AUDIX capabilities.

• Shar ed Exten si o ns provides personal mailboxes for each person sharing a

telephone.

4 DEFINITY AUDIX Voice Messaging System

• Outcalling automatically dials a prearranged telephone number or pager when

you have messages in your voice mailbox.

• Priority Outcalling automatically dials a prearranged telephone number or pager

when you have priority messages in your voice mailbox.

• Broadcasting enables you to send a single message to multiple recipients or to all

users on the system.

• System Broadcast enables you to send broadcast messages as regular voice

messages or as messages that recipients hear as they log in.

• AUDIX Directory enabl es yo u t o l ook up the ext ension number of any other us er

by simply entering the user’s name on the telephone keypad.

• Personal Directory enables you to create a list of nicknames for quick access to

telephone numbers .

• Call Answering for N onresident Subscribers provides voice mailboxes for users

who do not have an extension number on DEFINITY ProLogix Solutions.

4 DEFINITY AUDIX Voice Messaging System

• Sending Restrictions by Community enables you to limit the communities of

callers who can communicate via the AUDIX Voice Messaging System.

• Group Lists enables you to create mailing lists of up to 250 people to use for

broadcasting messages.

• Message Fo rwarding enables you to forward messages with or without attached

comments.

• Name Addressing enables you to address messages by name if you do not know

the extension.

• Private Messaging is a special coding feature that prevents recipients from

forwarding messages.

• Leave Word Calling enables you to simply press a button on your telephone in

order to leave a standard call me message on any extension.

• On-Line Help provides you with instant access to voiced instructions at any time

when you are using the system.

4 INTUITY CONVERSANT

INTUITY CONVERSANT

The INTUITY CONVERSANT Voice Information System is an interactive voice-response system that automates telephone-call transactions from simple tasks like routing calls to the right department to complex tasks such as registering college students or providing bank balances. It communicates with customers in

natural-sounding, digitally recorded speech. And it performs — 24 hours a day and without the services of an operator.

The system can handle single or multiple voice-response application s simultaneously, and can serve up to 48 callers at once. It can operate by itself to dispense information or collect data, or it can work with a host computer to access a large database such as bank account records. With its speech-recognition capability, even rotary telephone users can have access to sophisticated telephone-based services. Advanced telephone features provide intelligent call-transfer capabilities and allow you to use the system in your existin g telephone environmen t .

The system’s speech-recognition feature offers speaker-independent recognition of strings of digits and a standard vocabulary consisting of the digits 0 through 9, “oh,” “yes,” and “no.” With speaker-independent speech recognition, the system understands virtually any caller speaking American English. This differs

4 INTUITY CONVERSANT

INTUITY CONVERSANT Voice Information System also supports a text-to-speech option, a leading-edge technology developed by AT&T and Lucent Technologies. Text-to-speech uses computer-generated synthesized speech to help you automate applications that were previously impractical to implement with prerecorded digitized speech. It is particularly useful for applications that require access to large-volume databases or for applications that access information that frequently changes. The feature has built-in intelligence that enables it to

• read abbreviations accurately. For example, “Dr.” is spoken as “doctor” or

“drive,” depending on the context in which it occurs, and

• read numbers accurately. For example, the ZIP code, “11423,” would be read,

“One-one-four-two-three,” and not as, “Eleven thousand four hundred twenty three.”

You can also create new applications for the system by using the optional, easy-to-use CONVERSANT Script Builder, a menu -dr iven app lication dev elopmen t software packag e that gives yo u the too ls to create a custom voice-response application.

INTUITY CONVERSANT Voice Information System is installed on the MAP/100 platform, which provides support for many advanced features, such as speech recognition, text-to-speech, and ISDN

4 Octel 100

Octel 100

Octel 100 is a highly integrated multimedia voice and fax messaging system designed specifically for small and mid-size businesses. By improving voice and fax communication, Octel 100 reduces wasted employee time and thereby cuts customer costs.

Octel 100 helps you:

• improve customer service by being more accessible and responsive to customer

calls and messages

• enhance productivity by enabling employees to handle voice and fax messaging

in a single mailbox

• lower operations costs through networked messaging

• simplify messag ing system management

• keep messages secure

• protect the messaging system investment through scalability to 16 ports

4 Octel 100

• Information-on-Demand V-Trees provide multilevel menus of inform ation in a

mailbox. These menus can give callers 24-hour-a-day access to spoken (audiotext) and written (fax retrieval) information.

• Interview V-Trees enable you to conduct simple surveys by requesting and

collecting information from callers. All respo ns es to an interview V-Tree are grouped in a single voice message for playback by the mailbox owner.

• Call Screening asks for and announces the caller’s name to the called party who

can accept or reject the call or redirect it to another extension. If the called party rejects the call, the system informs the ca ller there was no answer at the extension and offers the caller the option of leaving a message, transferring to another extension, speaking with an operator, or disconnecting. This feature requires supervised transfers.

• Extension Di rector y allows callers who don’t know the extension number of the

person or department they need to reach access the system’s employee or departmental directory via touch-tone k eypad . Once th e caller locates the co rrect party, the system automatically routes the call.

4 Octel 100

• Global Group Lists allow users to send messages to all members of that user’s

division or company. These lists are created automatically when users are added or modified through system administration.

• Cascaded Outcallin g (Message Notification) enables Octel 100 Mes sag ing to

dial up to eight different telephon e or beep er nu mbers when m essages arrive in a

user’s mailbox. Users can select the days and time frames when they want to be notified (for exampl e, Monday through Fri day , 10:00 am to 8:00 pm) , the number where they want to be called, and whether they want to be notified for all messages or for urgent mess ages only.

• Visual Mailbox gives users a Microsoft Windows-based graphical view of their

mailboxes so they can use PCs to perform many of the same tasks they now perform on their telephones.

• Visual Architect™ gives system managers a graphical interface for creating V-

Trees in system and user mailboxes using tools such as pull-down menus, toolbars, and point-and-click mouse operations. System managers record

prompts to accompany the V-Trees using V-Edit™, Octel 100 Messaging’s

5 Call Center Solutions

DEFINITY ProLogix Solutions Call Center applications are designed to connect each caller efficiently to the representative best suited to serve that caller. DEFINITY ProLogix Solutions begins the process by capturing information about the caller even before the call is ro uted. That information is integrated with existing database s (s ee Chapter 7, “Computer Telephony Integratio n Solutions”), and the combined data is

used to match the caller to the agent. Additional DEFINITY features politely keep callers waiting in q ueue (a holding place for incoming calls) informed about how long it will probably take to process the call. Detailed call statistics are constantly available to the agents and their supervisors.

Calls coming into your DEFINITY ProLogix Solutions call center are queued up and routed based on information that the system continually acquires. Each of your customers can be presented with a variety of options for leaving a voice message, leaving a fax, or monitoring the status of his or her call. Using CONVERSANT voice response software, the system can even respond appropriately to spoken information.

This section describes DEFINITY ProLogix Sol utions call-center capabilities:

• BCMS Vu, which enhances the capabilities of the Basic Call Management

System

• Call Center Basic, Call Center Deluxe, and Call Center Elite, which enable you

to set up a call center

• CentreV u Virtual Routing

• CentreVu Advocate

• CentreVu Compact Call Center Drop In packages

DEFINITY ProLogix Solutions 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.

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.

5 CentreVu Call Management System (CMS)

CentreVu Call Management System (CMS)

The performance of the CentreVu Call Center is critical to your business success. The CentreVu Call Management System (CMS) supplies the tools needed to use the knowledge of the present as well as the past to improve performance in the fu ture. Call center sup ervisors an d man agers can an swer questions ab out call handling, agent workload, and traffic capacities to create a call center that delivers m a ximum productivity while controlling expenses.

CentreVu CMS offers you o ne o f the most comp rehen sive and advan ced call cen ter manag ement systems in the industry. CentreVu CMS has sophisticated control mechani sm s an d reporting capabilities for effective management of call centers of all sizes, including multi-location operations. CentreVu CMS provides a comprehensive array of real-time and historical reports on virtually every aspect of call center operations. Managers can get real-time reports, updated as often as every three seconds, and historical reports that summarize call data into daily, weekly, or monthly totals. Enhanced features built into the standard software include customization of real-time and historical reports, exception notification, and the ability to design, test, change, and store call vectors in real-time. These features allow your call center managers to fine tune the call center on the fly to maintain peak performance levels. You will be able to quickly:

• Analyze trends

5 CentreVu Supervisor

Optional features include Multiple ACD reports and “what if” forecasting. CentreVu CMS provides the information needed to manage the people, traffic load, and equipment in an ACD environment.

CentreVu CMS operates on a Sun SPARCserver or Ultra enterprise 3500 platform with a high performance RISC processor in conjunction with the ACD features of CentreVu Call Center. Status information is sent to CentreVu CMS from the DEFINITY ECS while ACD activities are in progress. This information includes specific event data on calls by agent, agent group, station, queued calls, trunks, trunk groups, and agent actions. With optional Call Vectoring, vector and Vector Directory Number (VDN) data is also tracked and stored. CentreV u CMS provides the information needed to manage the people, traf fic load, and equipmen t in an ACD environment.

CentreVu Supervisor

Now you can view your call center through a user friendly, Graphical User Interface (GUI). With CentreVu Supervisor, the powerful capabilities of CentreV u Call Management System (CMS) are expanded to provide a variety of admi nistr ative t ools an d re ports to maxi mize y our call center performa nce. C entreVu Supervisor enables you to:

5 CentreVu Supervisor

• connect to a LAN. This also allows a CentreVu Supervisor users to print reports

on any network printer for which the user has permissions.

• view reports on the Web, which saves time and distribution costs

• schedule reports, printing and other administrative operations at a later time

• access multi-site, real-time reporting for optimal call center management

CentreVu Supervisor gives call centers access to these capabilities from the convenience of desktop PC supported by Windows 95, Windows 98, or Windows NT 4.0.

The recommended PC configuration to support Call Center client applications in a Windows environment is:

• Processor: Pentium 133 MHz or faster

• RAM: 48 megabytes

• Resolution: SVGA with a graphics adapter supporting 16-bit color (64K colors)

or higher, with 800x600 resolution or higher

• Available free disk space: 30 megabytes or more before installation of CentreVu

5 CentreVu Explo r er II

CentreVu Explorer II

Transform valuable call center information into timely and useful knowledge. It’s possible with Lucent Technologies CentreVu™ Explorer II - a powerful management tool to help you take your call center reporting capabilities a step further, providing a level of detail that’s more specific than ever before.

CentreVu Explorer II will give your call center with the following advantages:

• Cradle-to-Grave Reporting

All queries result in the return of accurate information produced by your call center. With CentreVu Explorer II, you have a complete view of all touch points for the caller, including the number of times a caller was transferred or p l aced on hold plus total hold and call handli ng time for the caller for months and even years after the actual call was received!

• Continuous Query Engine

CentreVu Explorer II delivers a tool that enables thousands of query combinations to transform your current call cen ter inform ation into strategic

Lucent Technologies DEFINITY ProLogix Solutions, DEFINITY ProLogix Solutions 2.0 Overview

Specifications and Main Features

Frequently Asked Questions

User Manual