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Lucent Technologies DEFINITY ProLogix Solutions Overview

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DEFINITY® ProLogix™ Solutions
Release 2.0
Overview
555-235-100
June 1999
Issue 2

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Summary of Contents for Lucent Technologies DEFINITY ProLogix Solutions

  • Page 1 DEFINITY® ProLogix™ Solutions Release 2.0 Overview 555-235-100 June 1999 Issue 2...
  • Page 2 Copyright © 1997, 1998 by Lucent Technologies. All rights reserved. For trademark, regulatory compliance, and related legal information, see the copyright and legal notices section of this document.

  • Page 3: Copyright And Legal Notices

    Copyright and legal notices Copyright 1999, Lucent Technologies All Rights Reserved Printed in U.S.A. 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.
  • Page 4 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.
  • Page 5 Ordering Information Call: Lucent Technologies BCS Publications Center Voice 1 800 457-1235International Voice 317 322-6791 Fax 1 800 457-1764International Fax 317 322-6699 Write: Lucent Technologies BCS Publications Center 2855 North Franklin Road Indianapolis, IN 46219-1385 Order: Document No. 555-235-100 Comcode 108432139 Issue 2, June 1999 For additional documents, refer to the section in “About This Document”...
  • Page 6 December 31, 1996, which retain their original AT&T titles. Heritage Lucent Technologies - formed as a result of AT&T’s planned restructuring - designs, builds, and delivers a wide range of public and private networks, communications systems and software, consumer and business telephone systems, and microelectronics components.

  • Page 7: Table Of Contents

    1 Introduction DEFINITY ProLogix Solutions Overview..... . 1-1 Supported Applications ......1-2 Application Starter Packages .
  • Page 8 Cabinets............1-8 Compact Modular Cabinets .
  • Page 9 4 Messaging/Voice Response Solutions Messaging Systems and Call Coverage ........4-2 Messaging Integration .
  • Page 10 Basic Call Management System Vu ......5-15 Requirements ..........5-16 Call Center Basic .
  • Page 11 Requirements ..........7-10 Third-Party Applications.
  • Page 12 Scheduling ........9-11 Basic Reporting ........9-12 Performance Measurements.
  • Page 13 Facility Restriction Level ......... 10-13 Authorization Codes .
  • Page 14 DEFINITY ECS Release 7.1 (and later) Installation & Maintenance for Compact Modular Cabinets....... . . B-4 DEFINITY Adjuncts .

  • Page 15: About This Document

    About This Document Purpose This document provides an overview of the features, components, and capabilities of DEFINITY® ProLogix™ Solutions. This document provides high-level information about the system; it does not describe how to install, administer, or maintain DEFINITY ProLogix Solutions. For this information, refer to the enclosed documentation library compact disk (CD) (document number 555-235-807).

  • Page 16: How To Use This Document

    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.
  • Page 17 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 Solutions,”...

  • Page 18: Conventions Used In This Document

    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.

  • Page 19: How To Order Documentation

    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.

  • Page 20: How To Comment On 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 comment form is missing, fax your comments to 1 908 953-6912, and mention this document’s name and number, DEFINITY®...

  • Page 21: Introduction

    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 your 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.

  • Page 22: Supported Applications

    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 •...
  • Page 23 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, •...

  • Page 24: Application Starter Packages

    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.
  • Page 25 Application Starter Packages Networking • The Networking Starter Package includes the hardware and software you need to provide consistent, enhanced communications among multiple company locations cost effectively. Depending on your business needs, you can select a networking package to provide centralized voice mail, remote call coverage, interoffice Calling Party/Called Party displays, and other productivity-enhancing features.

  • Page 26: Differences Between Definity Prologix Solutions And Definity Ecs

    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 Solutions uses a new cabinet, processor, and power supply...
  • Page 27 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 Management System (CMS), CentreVu CMS, or for signaling for DCS networks. However, C- LAN supports TCP/IP connectivity for DCS networking and adjuncts such as CentreVu CMS and AUDIX systems.

  • Page 28: Hardware

    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.

  • Page 29: Compact Modular Cabinets

    Hardware Compact Modular Cabinets Figure 1 shows a compact modular cabinet. Figure 1. Compact Modular Cabinet DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 1-9...
  • Page 30 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). •...

  • Page 31: Software

    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.

  • Page 32: Reliability

    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.

  • Page 33: Desktop/Console Solutions

    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.
  • Page 34 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 •...
  • Page 35 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 or two pair of wires. However, the 7400 Series telephones require four pair of wires. Each connection supports one signalling channel and two information (voice and data) channels.
  • Page 36 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 •...
  • Page 37 Telephones for the Global Marketplace 6402D telephone • The 6402D telephone is a digital, single-line DCP telephone with a 2-line by 16- character display. This telephone has a Feature button for accessing up to 12 system features. The 6402D has a 1-way speakerphone and can be wall mounted. There are no soft keys associated with the display.
  • Page 38 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 24-character display. This telephone is designed for users with call coverage responsibilities who need multiple line appearances and extensive features.
  • Page 39 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.

  • Page 40: Telephones For The Global Marketplace

    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 be wall mounted.
  • Page 41 Telephones for the Global Marketplace The 8400 Series telephones are versatile 2-wire/4-wire DCP telephones that offer 8400 Series Digital Telephones flexibility and cost savings and support most of the key/hybrid features of DEFINITY ProLogix Solutions. (Table 1 shows the differences between the 8400 Series telephones and 6400 Series telephones.) These telephones detect automatically whether they are plugged into a 2-wire or 4-wire digital line circuit card.
  • Page 42 Telephones for the Global Marketplace 8405D telephone • 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 speakerphone and programmable keys.
  • Page 43 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.
  • Page 44 Telephones for the Global Marketplace Table 1. Differences between the 6400 Series Telephones and 8400 Series Telephones 6400 Series 8400 Series Feature Telephones Telephones Whisper Page Group Page Bridged Appearance Personal CO Line Appearance Directed Call Pick-up Group Listening Station User Administration Time/Day Default Adjustable Display...
  • Page 45 Telephones for the Global Marketplace Table 1. Differences between the 6400 Series Telephones and 8400 Series Telephones 6400 Series 8400 Series Feature Telephones Telephones Dual-Purpose NEXT button Auxiliary Jack 6416D+M and 6424D+M only Tip/Ring Interface Yes (8411) 2 and 4 wire 2-wire only RS-232 CTI Interface Yes (8411)
  • Page 46 Telephones for the Global Marketplace The 9400 Series telephones (used only in selected European countries) are digital 9400 Series Digital Telephones 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: •...
  • Page 47 Telephones for the Global Marketplace 9434 telephone • The 9434 telephone is a digital, multiline telephone that has 34 call appearance/feature buttons and a 2-line by 24-character display. This telephone is designed for the busy executive or executive assistant who requires extensive call handling and call coverage flexibility.

  • Page 48: Isdn Bri Telephones

    Telephones for the Global Marketplace ISDN BRI Telephones Like the digital DCP telephones, ISDN telephones transmit voice, data, and control signals digitally. With the ISDN telephones, however, the transmission employs the world-wide standard BRI protocol between the 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.
  • Page 49 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-line by 24-character display with four control keys and four soft keys. The display soft 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.

  • Page 50: Analog (Single-Line) Telephones

    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.
  • Page 51 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 The 6200 Series telephones are single-line, analog telephones. Telephones There are two 6200 telephones available: •...
  • Page 52 Telephones for the Global Marketplace The 8100 Series telephones are single-line analog telephones that require one tip- 8100 Series Analog Telephones and-ring pair for operation. These telephones are not currently sold as new. There are several models of 8100 Series telephones: 8101M telephone •...
  • Page 53 Telephones for the Global Marketplace The 9100 Series telephones are cost-effective analog telephones (sold outside North 9100 Series Analog Telephones America only). These telephones are not currently sold as new. There are three models of 9100 Series telephones: 9101 telephone •...
  • Page 54 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 dialing with 1-way speaker...
  • Page 55 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...

  • Page 56: Attendant Consoles

    Attendant Consoles Attendant Consoles To increase the effectiveness of attendants handling calls, DEFINITY ProLogix Solutions offers the following tools: DEFINITY 302C Attendant Console (requires connectivity to a 2-wire circuit • pack) The DEFINITY 302B Attendant console requires connectivity to a 4-wire circuit pack.

  • Page 57: Definity Pc Console

    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.
  • Page 58 Attendant Consoles The following requirements must be met for PC Console to function properly: Requirements 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.

  • Page 59: Adjuncts

    Adjuncts DEFINITY ProLogix Solutions provides the following equipment to supplement services and features of your system and telephones: power systems • on hold and delayed announcement systems • headsets • audio and visual paging • alerts and sensors • speakerphones •...

  • Page 60: Power Systems

    Power Systems Power Systems Lucent Technologies offers the following solutions to help provide protection from power disturbances and disasters and to provide power for equipment: Uninterruptible Power Systems (UPS) • A UPS helps safeguard your DEFINITY ProLogix Solutions and associated applications from utility power irregularities.

  • Page 61: On Hold And Delayed Announcement Systems

    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”...

  • Page 62: Headsets

    Headsets help increase work productivity in telephone intensive applications and are proven to reduce neck strain and muscle tension for all workers who use a telephone at least 3 hours a day. Lucent Technologies provides a complete product line for use in Call Center applications, traditional business office applications, computer telephony applications, and mobility applications.

  • Page 63: Audio And Visual Paging

    Alerts and Sensors Lucent Technologies provides a complete product line of alerts and sensors for your business. With alert devices, you can select the type of sound for incoming calls (for example, bell, horn, or chime sounds) 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.

  • Page 64: External Speakerphones

    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.
  • Page 65 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.
  • Page 66 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.

  • Page 67: Call Accounting Systems

    Call Accounting Systems Call Accounting Systems Lucent Technologies provides the following products to help you reduce telephone expenses, optimize 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.
  • Page 68 Call Accounting Systems Call Accounting System for Windows • The Call Accounting System for Windows allows you to generate comprehensive 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 applications.The optional toll-fraud detection module enables you to detect fraudulent use of your long-distance services.
  • Page 69 Call Accounting Systems A traffic engineering option allows you to monitor trunk usage, calling 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 compatible and requires little maintenance, even while collecting data, generating reports, and managing remote data collection sites.
  • Page 70 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 exclusively with INTUITY products, which reside on MAP5P, MAP/40, or MAP/100 computers.

  • Page 71: Messaging/Voice Response Solutions

    Lucent Technologies’ multimedia messaging and voice response systems provide businesses with the voice processing tools to communicate more efficiently and make time spent on the job more productive. Whether your company has ten employees or thousands, Lucent Technologies can provide you with an innovative voice processing solution.

  • Page 72: Messaging Systems And Call Coverage

    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”...

  • Page 73: Messaging Integration

    Messaging Integration Messaging Integration INTUITY AUDIX DEFINITY ProLogix Solutions supports 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.
  • Page 74 Messaging Integration The DEFINITY Prologix Solutions system with Release 7 or later software can support two C-LAN circuit packs. Each C-LAN circuit pack (TN799) can support 17 LAN ports per circuit pack. Of these ports, only one port supports an Ethernet connection required for use with the Lucent INTUITY system.
  • Page 75 Messaging Integration Table 2. Comparison of Integration Types Function Mode Code Mode Code Notes Connection Information: Calling Party ID Called Party ID Internal vs. Can provide internal and external External Call personal greetings Direct vs. Redirected Call Busy vs. No Cannot provide personal greeting for Answer busy/no answer.
  • Page 76 Messaging Integration Table 2. Comparison of Integration Types Function Mode Code Mode Code Notes MWI Control Message Waiting Cannot provide “Integrated Indicator (MWI) Notification” of new messages in other Status services, such as Message Center or LWC on switch. MWI On/Off MWI Audit Can refresh one at a time.
  • Page 77 Messaging Integration Table 2. Comparison of Integration Types Function Mode Code Mode Code Notes Busy Out Voice Ports “Link Alive” Messages Time of Day Clock Sync DCS Transparency Future work for Mode Code switches. Digital Networking Not dependent on switch integration. 3 of 3 * With “Basic Transfer”, calls transferred to the switch look like direct calls from the Lucent INTUITY system.

  • Page 78: Definity Audix

    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.

  • Page 79: Intuity Audix Messaging Solutions

    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.
  • Page 80 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 mailbox, for example, and vice versa. You can also set options to have just the message headers appear in the alternate mailbox.
  • Page 81 INTUITY AUDIX Messaging Solutions Multiple Personal Greetings 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, on vacation, etc.
  • Page 82 INTUITY AUDIX Messaging Solutions Call Answering for Nonresident 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. •...

  • Page 83: Intuity Message Manager

    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 connected to a local area network (LAN).
  • Page 84 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.

  • Page 85: Definity Audix Voice Messaging System

    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 telephone.
  • Page 86 DEFINITY AUDIX Voice Messaging System By embedding the voice messaging system within DEFINITY ProLogix Solutions, the 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.

  • Page 87: Definity Audix Features

    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 using the latest technology in large-scale integration circuit chips and in surface-mount fabrication.
  • Page 88 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. •...
  • Page 89 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 •...

  • Page 90: Intuity Conversant

    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.
  • Page 91 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.

  • Page 92: Octel 100

    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: •...
  • Page 93 Octel 100 Information-on-Demand V-Trees provide multilevel menus of information 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.
  • Page 94 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 Outcalling (Message Notification) enables Octel 100 Messaging to dial up to eight different telephone or beeper numbers when messages arrive in a user’s mailbox.

  • Page 95: Call Center Solutions

    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 routed. That information is integrated with existing databases (see Chapter 7, “Computer Telephony Integration Solutions”), and the combined data is used to match the caller to the agent.
  • Page 96 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 • CentreVu Virtual Routing • CentreVu Advocate •...

  • Page 97: Centrevu Call Management System (Cms)

    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 future.

  • Page 98: Centrevu Supervisor

    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.
  • Page 99 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 •...

  • Page 100: Centrevu Explorer Ii

    CentreVu Explorer 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: •...
  • Page 101 CentreVu Explorer II Efficient ANI Analysis • CentreVu Explorer II implements powerful analysis and queries of calling party number (ANI). Customer Classification • With the use of Information Indicator (II) digits, available with ISDN, CentreVu Explorer II allows the analysis of a call’s origin, identifying customers who call from pay phones, prisons, hotels, coin, and cellular phones (to mention a few).
  • Page 102 CentreVu Explorer II Detailed call information, along with the CentreVu Explorer II software, is stored on a Microsoft Windows NT server with SQL 7.0 connected to the call center’s Local Area Network (LAN). Call center personnel simply use their desktop PCs, equipped with standard Web browsers, to access the server and retrieve, sort, and analyze call data stored in the CentreVu Explorer II’s local database.

  • Page 103: Automatic Call Distribution (Acd)

    Automatic Call Distribution (ACD) Automatic Call Distribution (ACD) If your company has departments (such as sales, billing, or customer service) that handle large volumes of incoming calls, you can benefit by using DEFINITY ProLogix Solutions’ powerful ACD capabilities. ACD is the basic building block for call center applications. ACD offers you a method for distributing incoming calls efficiently and equitably among available employees or agents.
  • Page 104 Automatic Call Distribution (ACD) Figure 2. A Basic Example of Automatic Call Distribution DEFINITY ProLogix Solutions Group C: General Information Incoming Lines Queues Group A: Business Travel Call Coverage to Group C Group B: Personal Travel Voice Mail DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-10...
  • Page 105 Automatic Call Distribution (ACD) DEFINITY ProLogix Solutions places all Automatic Call Distribution calls into a queue. Each call stays in the queue until an agent becomes available, until an optional timed interval expires, or until the caller hangs up. If the call has not been answered after an administrable period of time, an announcement can be played for queued callers.
  • Page 106 Automatic Call Distribution (ACD) Additional features give your company even more options when using ACD. • Queue-Status uses button lamps and telephone displays to indicate call status for calls waiting in an ACD queue on telephones with a digital display. It can also display how long the oldest call has been waiting.

  • Page 107: Basic Call Management System

    Basic Call Management System Basic Call Management System The Basic Call Management System, an integrated, internal capability, is a cost-effective solution for small start-up Call Centers or for existing companies with minimum system-measuring/reporting requirements. The Basic Call Management System helps you fine tune your Call-Center’s operation by providing reports with the data necessary to measure your Call Center agents’...
  • Page 108 Basic Call Management System The following are the types of reports that can be generated: • Real-time reports Agent Status System Status Vector Directory Number Status • Historical reports Agent Agent Summary Split Split Summary Trunk Group Vector Directory Number report DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-14...

  • Page 109: Basic Call Management System Vu

    • display text messages on a wallboard • BCMS Vu comes with pcANYWHERE™ software, which enables Lucent Technologies’ maintenance engineers to perform remote diagnostics and remote maintenance on BCMS Vu. DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-15...

  • Page 110: Requirements

    Basic Call Management System Vu Requirements The following system requirements must be met for BCMS Vu to function properly: an IBM-compatible PC with: • a 486DX/66 or higher processor a minimum of 16 megabytes (MB) of RAM a minimum of 500 MB of hard disk space is recommended. The requirements for disk space on the user’s PC depends on the size of the Call Center configuration and on the requirements for storing the historical data.

  • Page 111: Call Center Basic

    Call Center Basic Call Center Basic The Call Center Basic package enhances your Call Center by providing the following features: Automatic Call Distribution (ACD) • Auto Available Split • MIA Across Splits/Skills Option • MIA Treatment for ACW • Multiple Call Handling on Request •...

  • Page 112: Call Center Deluxe

    Call Center Deluxe Call Center Deluxe The Call Center Deluxe package enhances your Call Center by including sophisticated Call Center capabilities such as advanced routing and vectoring and expected wait-time announcements. The Call Center Deluxe package includes all the capabilities of the Call Center Basic package in addition to the following features: Call Work Codes (CWC) •...

  • Page 113: Call Center Elite

    Call Center Elite ANI/II Digits Routing • ASA Routing • Best Service Routing Single Site • EWT Routing • Vector Directory Number Calls Routing • Wildcard Matching • Call Center Elite The Call Center Elite package enhances your Call Center by including all the capabilities of the Call Center Deluxe package in addition to the following features: •...

  • Page 114: Centrevu Virtual Routing

    CentreVu Virtual Routing CentreVu Virtual Routing CentreVu Virtual Routing is designed to help you provide the best possible service to your customers and use all your call center resources wisely and cost-effectively. CentreVu Virtual Routing allows multiple locations to work together as a single virtual call center. Its smart routing capabilities monitor and anticipate changing conditions across your virtual call center network to find the best place to deliver each call, every time.
  • Page 115 CentreVu Virtual Routing speeding the distribution of calls among locations or skills/splits with low call volumes and long hold times. CentreVu Virtual Routing also supports enhanced information forwarding to provide valuable details along with each routed call. The information “attached” to each call may include: Vector Directory Number (VDN) •...

  • Page 116: Centrevu Advocate

    CentreVu Advocate CentreVu Advocate You can leverage your call center as a strategic business asset with Lucent Technologies’ innovative CentreVu® Advocate software solution. CentreVu Advocate eliminates the chaos and randomness associated with call handling and provides directed routing with customer-pleasing results. This breakthrough software offers new methodology for aligning your enterprise objectives with agent and management performance and customer needs.
  • Page 117 CentreVu Advocate Predicted Wait Time • Predicted Wait Time will enable your call center to predict service-affecting events while minimizing the impact on your key call center metrics. By balancing the average speed of call answering across skills, this feature provides more uniform customer service levels.
  • Page 118 CentreVu Advocate Service Level Supervisor with Reserve Agents • Service Level Supervisor gives you the ability to set Estimated Wait Time (EWT) thresholds for skills and to assign agents as reserve, in the event a skill overruns its threshold. Service Level Supervisor will override your agents normal call handling preference to assist calls from a skill whose threshold has been exceeded.

  • Page 119: Centrevu Compact Call Center Drop-In Solutions

    CentreVu Compact Call Center Drop-In Solutions CentreVu Compact Call Center Drop-In Solutions The CentreVu Compact Call Center Drop-In Solutions are an easy and cost-effective way for businesses to implement small call centers. Two packages are available: Basic Package • The Basic Package offers the following features: support for 6, 12, or 25 agents DEFINITY Release 6.3 Deluxe Call Center software RTU license Basic Call Management System RTU license...
  • Page 120 CentreVu Compact Call Center Drop-In Solutions CD-ROM-based ACD/Vectoring training CD-ROM based Basic Call Management System administrative training DEFINITY Integrated Announcement circuit pack, which is the hardware that connects into the DEFINITY ProLogix Solutions system to enable delayed announcements. DEFINITY Call Classifier circuit pack, which enables calls centers to offer callers simplified call prompting capabilities for basic menu selections and routing options without needing an INTUITY CONVERSANT system.

  • Page 121: Wireless Solutions

    Reliable wireless tools remove the fear of losing customers who could not wait to reach you directly. Lucent Technologies’ cordless telephones give you complete freedom to make and receive calls around your office. Lucent Technologies is the top U. S. provider of wireless solutions for business. Lucent Technologies’...
  • Page 122 Medium Range Mobility Solution Figure 3. TransTalk 9000 DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 6-2...

  • Page 123: Medium Range Mobility Solution

    Medium Range Mobility Solution TransTalk 9000 is available in two configurations: • complete system, consisting of a carrier that holds up to six radio modules, MDW 9031 pocket phone, and corresponding charging cradles, radio modules, and holsters stand-alone, consisting of a single radio module, wireless telephone, charging •...

  • Page 124: Long Range Mobility Solutions

    Long Range Mobility Solutions Long Range Mobility Solutions Lucent Technologies offers two robust systems that will keep you in touch with customers, coworkers, and suppliers wherever you go in your office complex—desk-to-desk, office-to-office, or office-to-warehouse. In both systems, overlapping zones enable you to move about freely without changing telephones (Figure 4).
  • Page 125 Long Range Mobility Solutions Figure 4. Long Range Mobility Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 6-5...

  • Page 126: Definity Wireless Business System R2 - Pwt

    Both systems feature Lucent Technologies’ Wireless System Engineering Expert Design System. This patented software, which is unique in the wireless industry, analyzes the building or campus space and determines how the wireless system should be configured.

  • Page 127: Definity Wireless Business System - Dect Adjunct

    Long Range Mobility Solutions The DEFINITY Wireless Business System R2 - PWT is fully integrated with DEFINITY ProLogix Solutions and offers users full access to DEFINITY ProLogix Solutions features. The system has the following maximum capacities: 1500 wireless telephones • 240 base stations •...
  • Page 128 Long Range Mobility Solutions The DEFINITY Wireless Business System - DECT Adjunct provides the following software to manage the system: System Manager, which provides management capabilities over the wireless • system. The System Manager is used to load and back up system files, upgrade circuit packs, and display system alarms.

  • Page 129: Starter Application Package

    Starter Application Package Starter Application Package The Wireless Starter Package enhances mobility within your business locations by enabling employees to receive important calls when they are away from their desks. Available in single-zone and multizone packages for anywhere from 1 to 25 users, the Wireless Starter Package gives workers convenient business calling features in compact handsets.
  • Page 130 Starter Application Package DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 6-10...

  • Page 131: Computer Telephony Integration Solutions

    Computer Telephony Integration Solutions Computer Telephony Integration (CTI) is the linking of telephone communication systems to personal computers, which can increase productivity and customer satisfaction through the exchange of information between the PC and the telephone. CTI applications integrate data processing, data communications, and voice communications.

  • Page 132: Server-Based Solutions

    Server-Based Solutions Server-Based Solutions DEFINITY ProLogix Solutions supports third-party CTI applications via ASAI and TCP/IP links. These CTI links are supported on DEFINITY ProLogix Solutions using the MAP-D (Multi-application Processor for DEFINITY) processor complex. The MAP-D processor complex consists of a Pentium based processor running Unixware operating system software and special driver software.

  • Page 133: Third-Party Applications

    Server-Based Solutions Third-Party Applications All of the third-party CTI applications currently supported by DEFINITY ECS are also supported by DEFINITY ProLogix Solutions. The following is a list of some CTI applications that are currently available. Availability of these applications varies by country. •...
  • Page 134 Server-Based Solutions When Sixth Sense detects a particular event, it triggers a script to take a particular action such as opening or closing applications, querying or updating databases, popping screens, generating documents, faxing information, or pre- filling forms. By automating these activities, Sixth Sense saves call center agents a significant amount of time.
  • Page 135 Server-Based Solutions Fast Call® Agent 3.0 • FastCall Agent is the next generation of Lucent’s most popular CTI middleware product known as FastCall. This new release is newly designed and now offers an even easier installation and usability than ever before. FastCall Agent provides a broad range of CTI functionality without requiring changes to applications or development of custom software programs.

  • Page 136: Passageway Direct Connection Solutions

    PassageWay Direct Connection Solutions PassageWay Direct Connection Solutions PassageWay Direct Connection products bring the telephone and personal computer together into an integrated voice and data workstation that can greatly enhance communications and productivity. PassageWay Direct Connection is well-suited for those users who are constantly conducting business using both a Windows-based personal computer and a telephone and want to boost their efficiency.

  • Page 137: Passageway Telephony Manager R2.0

    PassageWay Direct Connection Solutions PassageWay Telephony Manager R2.0 PassageWay Telephony Manager is a set of computer telephony integration (CTI) applications that enable you to control telephone calls (both incoming and outgoing) directly from your IBM-compatible PC. These applications run with Microsoft Windows 95 and Microsoft Windows NT 4.0 or later and provide you with an interface between your PC and DEFINITY ProLogix Solutions via your telephone.
  • Page 138 PassageWay Direct Connection Solutions Phonebook • Phonebook is a PC application that enables you to maintain names, addresses, telephone numbers, and other information you need in a “card file.” You can place calls directly from Phonebook “cards,” and you can set Telephony Manager to match the telephone numbers of incoming calls (caller ID) with entries in Phonebook.

  • Page 139: Passageway Service Provider

    PassageWay Direct Connection Solutions Auto-Task Manager • Auto-Task Manager is an application that enables you to specify criteria (for example, incoming call or outgoing call, calling party number, calling party name, or call prompting digits) that will “trigger” scripts to run automatically. For example, suppose you created a script that automatically redirects incoming calls to a specific extension.

  • Page 140: Requirements

    PassageWay Direct Connection Solutions Requirements The following system requirements must be met for PassageWay Direct Connection to function properly: An IBM-compatible personal computer with: • a 486 or higher processor (Pentium recommended) a minimum of 16 megabytes (MB) of RAM a minimum of 25 MB of hard disk space a 3.5-inch disk drive (CD-ROM drive recommended) an available serial port...
  • Page 141 PassageWay Direct Connection Solutions Any of the following telephones: • 6400 series telephone 8400 series telephone 7400 series telephone CALLMASTER 4-wire Digital Communications Protocol telephone (with adjunct power) Local adjunct power (or closet power) for the PassageWay adapter • PassageWay adapter (The PassageWay adapter is not required if you have an •...
  • Page 142 PassageWay Direct Connection Solutions Figure 5 shows two typical PassageWay configurations. Figure 5. PassageWay Direct Connect Configurations 2- or 4-wire DCP Port Personal Computer (with Microsoft Windows) Auxiliary Power 2-wire DCP Port DCP Telephone 8411 DCP Telephone with built-in PassageWay Interface Passageway Adapter DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 7-12...

  • Page 143: Third-Party Applications

    PassageWay Direct Connection Solutions Third-Party Applications The following third-party CTI applications that use PassageWay Direct Connection are currently available. Availability of these applications varies by country. FastCall • FastCall delivers multiple CTI capabilities for the Call Center type environment as well as the Knowledge Worker desktop. These include Screen Pop (based on calling/called party and/or caller input identification);...
  • Page 144 PassageWay Direct Connection Solutions The primary target market for FastCall is the Knowledge Worker or Informal Call Center Agent who wants to automate an existing Windows application (for example, Lotus Organizer, ACT, Paradox, Access, Telemagic, FoxPro, Rumba/AS400, etc.) to perform one of the tasks defined previously (for example, inbound Screen Pop).
  • Page 145 PassageWay Direct Connection Solutions Screen Pop, which automatically launches a supported third party application that contains more information about the caller. Address Book, which stores additional information about your contacts and up to 10 pages of notes for each contact. Data Exchange, which is a utility program that imports names and telephone numbers into SNAP Connection.
  • Page 146 PassageWay Direct Connection Solutions PhoneLine® • PhoneLine provides online access to up-to-date enterprise directory information and provides the resources to use the information in networked, stand-alone, and mobile computing environments. It improves worker productivity by freeing users from struggling with outdated paper directories and providing them with fast online access to accurate corporate and personal directories.

  • Page 147: Telecommuting/Virtual Office Solutions

    Telecommuting/Virtual Office Solutions Lucent Technologies’ research, supported by industry studies, shows that telecommuters are generally 15 to 30 percent more productive when they work at home. They convert travel time into productive work time, are less likely to be distracted by normal office routines, and frequently end up working longer hours with greater output.

  • Page 148: Remote Call Coverage

    DEFINITY ProLogix Features for Telecommuting Remote Call Coverage/ Call Forwarding Off-Net/Coverage of Calls Redirected Off-Net Remote Call Coverage and Call Forwarding Off-Net allow calls to be redirected to a remote location. This allows you to have calls placed to your office telephone number redirected to your home office. You can administer the system to either monitor calls and bring them back for additional processing if not answered (for example, voice mail) or to leave calls at the remote (off-net) location.

  • Page 149: Station Security Codes

    Pipeline 15 Station Security Codes Station Security Codes protect access to telephone stations. Now these codes can be changed by the telephone users. This feature enables you to easily ensure protection of your console features. All of these features are described in detail in the DEFINITY ECS Release 7 Administrator’s Guide (555-230-502) under the following feature names: •...

  • Page 150: Definity Extender

    DEFINITY Extender Installing and configuring the PipeLine 15 is easy. The Pipeline 15 connects to an IBM-compatible PC, Macintosh®, or UNIX® workstation via an RS-232 serial cable and has a powerful graphical user interface that enables users to set up and configure their unit in less than 15 minutes. The Pipeline 15 supports integrated Multilink PPP, Multilink Protocol Plus, and Bandwidth Allocation Control Protocol, which will save users money each year by dynamically adding and subtracting bandwidth based on need.

  • Page 151: Audix Features For Telecommuting

    AUDIX Features for Telecommuting AUDIX Features for Telecommuting The following INTUITY AUDIX and DEFINITY AUDIX features are useful for telecommuting: Multiple Personal Greetings allow subscribers to prepare a pool of up to nine • personal greetings to save time and provide more personal customer service. Separate messages can indicate the subscriber is on the telephone, away from the desk, on vacation, etc.

  • Page 152: Starter Application Package

    Starter Application Package For example, when working at home, you set up Priority Outcalling so the system will call you when you have messages marked “priority” by the caller. Then you activate a personal greeting that says something like, “Thanks for calling. I’m working away from the office today. I’ll be checking voice mail periodically, so please leave a message.

  • Page 153: System Administration Solutions

    System Administration Solutions Managing a powerful communications system like DEFINITY ProLogix Solutions was once a formidable task, requiring specially trained administrators who could operate complex programming tools. But, as the capabilities of systems become more sophisticated, so too have the tools that administer them. DEFINITY ProLogix Solutions offers a variety of easy-to-use modular tools for managing your system.

  • Page 154: System Management Terminal And Applications

    System Management Terminal and Applications System Management Terminal and Applications DEFINITY ProLogix Management Terminal and Enterprise Management Applications are two fundamental options for managing different systems based on size and requirements. They have been designed with similar user interfaces. Screen layouts and the use of commands and keys are much the same. This means that you can migrate from one option to another smoothly and with minimal training.

  • Page 155: Definity Site Administration Release 1.0

    System Management Terminal and Applications DEFINITY Site Administration Release 1.0 DEFINITY Site Administration is a new, general-purpose DEFINITY System Management tool that makes basic administration of the DEFINITY system more convenient. With this application, users can navigate, display, add, modify, and/or remove the DEFINITY system and related object more easily than they could using an SAT terminal.
  • Page 156 System Management Terminal and Applications DEFINITY Site Administration provides the following functionality: • Browser The Browser provides navigation and access to features and services. The user creates hosts and their related data objects and accesses their DEFINITY and/or AUDIX hosts from the Browser. The Browser is based on a standard tree view and forms the central user interface component in DEFINITY Site Administration.
  • Page 157 System Management Terminal and Applications Scheduler • The Scheduler enables users to specify a task to run at a specific date and time. A task is a collection of one or more operations that users can specify to run at a predetermined time.
  • Page 158 System Management Terminal and Applications Call Accounting Data Export • The Call Accounting Data Export feature enables users to export information on stations, trunks, agent login identification, Authorization Codes, and trunk circuits from the DEFINITY ProLogix system to share with any third party call accounting program that can work with DEFINITY Site Administration.
  • Page 159 System Management Terminal and Applications Create Station Templates Wizard • The Create Station Templates wizard steps users through easy-to-follow instructions on how to create station templates. Add Bridged Appearances Wizard • The Add Bridged Appearances wizard steps users through easy-to-follow instructions on how to add bridged appearances to telephones.

  • Page 160: Terminal Administration

    Terminal Administration Terminal Administration DEFINITY ProLogix Solutions includes features that ease, simplify, and accelerate the administration process from a terminal. Portless Administration/Administration Without Hardware The Administration Without Hardware feature gives you the ability to administer station forms without specifying a port location. Administered stations will not cause alarms or errors to be generated when the station is translated but not yet installed.
  • Page 161 Terminal Administration The Administration Without Hardware feature can be used to streamline system initializations, major additions, and rearrangement/changes by allowing telephone translations to be entered before the actual ports are assigned. The Administration Without Hardware feature can be used on the following terminal types: analog telephones •...

  • Page 162: Automatic Station Relocation/Terminal Translation Initialization

    Terminal Administration Automatic Station Relocation/Terminal Translation Initialization DEFINITY ProLogix Solutions provides terminal translation initialization, a feature that works with the Administration Without Hardware feature. (Terminal translation initialization is part of the Portless Administration/Administration Without Hardware feature, but it can also be a stand-alone feature.) Terminal translation initialization associates the terminal translation data with a specific port location through the entry of a special feature-access code, a terminal translation initialization security code, and an extension number from a terminal that is connected to a wired —...

  • Page 163: Scheduling

    Scheduling Scheduling DEFINITY ProLogix Solutions’ functional scheduling enables you to specify the time at which a command will be executed or to specify that it should be executed on a periodic basis. Only commands that do not require user interaction after being entered on the command line (such as list, display, test) can be scheduled. DEFINITY ProLogix Solutions also supports scheduling of “one shot”...

  • Page 164: Basic Reporting

    Basic Reporting Basic Reporting DEFINITY ProLogix Solutions has built-in capabilities for generating reports. These reports are available without special hardware or software. System Measurements reports supply information on the status of all communication facilities. These reports help determine the efficiency of resources, including but not limited to trunk groups, hunt groups, and the attendant group.

  • Page 165: Performance Measurements

    Performance Measurements DEFINITY ProLogix Solutions also includes the following reports: • The Class-of-Restriction report lists the extensions that have a particular Class of Restriction value or that fall within a range of Class of Restriction values. The Class-of-Service report lists the extensions that have a particular Class of •...
  • Page 166 Performance Measurements The Traffic Summary report offers additional measurements that help configure the switch, determine the switch’s capacity for growth, and report unauthorized switch-access attempts. These measurements can be used to verify that your system and its users are not experiencing performance degradation due to overloaded switch resources.

  • Page 167: Call Charge Information

    Call Charge Information Call Charge Information DEFINITY ProLogix Solutions provides two ways to know the approximate charge for outgoing calls: Advice of Charge — For ISDN trunks • Advice of Charge collects charge information from the public network for each outgoing call.

  • Page 168: Call Detail Recording

    Call Detail Recording Call Detail Recording Also included in the timely and efficient management of your communications system is the management and control of call costs. The Call Detail Recording capability enables you to monitor and analyze call patterns and usage in your system. DEFINITY ProLogix Solutions has enhanced the Call Detail Recording capabilities available to you.
  • Page 169 Call Detail Recording use a second Call Detail Recording port for sending Call Detail Recording data to • a second source provide Call Detail Recording call splitting, which allows incoming and outgoing • calls to be split into separate call records in order to track calls that transferred to other internal parties DEFINITY ProLogix Solutions includes the Variable Format Records feature, which provides a flexible means of incorporating new fields in the call detail record as new switch features and new Call Detail...

  • Page 170: Call Detail Recording Devices

    Call Detail Recording Unit and any customer- • provided storage device with an RS-232C interface processing devices — such as the Lucent Technologies Call Accounting System • Plus, Cost Allocator, or host processors — that are supported over an RS-232C...
  • Page 171 See “Call Accounting Systems” in Chapter 3 for more information. Call Accounting Lucent Technologies’ Call Accounting System Terminal is an easy-to-install System Terminal hardware and software package that enables you to assign expenses to as many as three organizational levels.

  • Page 172: Security

    Security Security Besides the toll-fraud detection options available with the DEFINITY Call Accounting Systems (described in the previous section), DEFINITY ProLogix Solutions includes many other security features, some of which are an integral part of the system design. Security Violation Notification Security violation notification identifies potential hackers’...

  • Page 173: Trunking And Networking Solutions

    DEFINITY ProLogix Solutions provides not only powerful voice and data capabilities, but connections to a variety of voice and data networks as well. Lucent Technologies has long been a leader in networking. DEFINITY ProLogix Solutions continues to build on those established networking strengths to offer you network management features, network interfaces, a variety of private network configurations, and end-to- end ISDN capabilities.

  • Page 174: Distributed Communication System

    Distributed Communication System With Uniform Dial Plan, a unique 4- or 5-digit number is assigned to each station on the network. This unique number (location code plus extension) can be used at any location in the Electronic Tandem Network to access that station. DEFINITY ProLogix Solutions enhances the standard uniform dial plan with the unrestricted 5-digit uniform dial plan, which allows up to five digits to be parsed for call routing.
  • Page 175 Distributed Communication System Here are just a few examples of feature transparency in a Distributed Communication System: • Leave Word Calling — Allows you to touch a button on your voice-terminal and leave a standard “call me” message with your name and phone number. When your DEFINITY ProLogix Solutions is linked with other switches in a DCS, you can call any employee in your company and press the Leave Word Calling button to automatically leave a message requesting a call back.
  • Page 176 Distributed Communication System To support DCS customers, DEFINITY ProLogix Solutions can transport DCS messages over ISDN- Primary Rate Interface D channels. As a result, you are not limited to private-line connections between your various locations. You can also use the Software Defined Network (SDN) services. The Software Defined Network supports all DCS features except the following: DCS attendant control of trunk group access •...

  • Page 177: Adding Definity Prologix Solutions To Existing Dcs Networks

    Adding DEFINITY ProLogix Solutions to Existing DCS Networks Adding DEFINITY ProLogix Solutions to Existing DCS Networks If your company has an existing DCS network of multiple systems, DEFINITY ProLogix Solutions can be added to this network using either TCP/IP or ISDN-PRI D-channel signaling. If all the nodes in the DCS network use the same type of connectivity —...
  • Page 178 Adding DEFINITY ProLogix Solutions to Existing DCS Networks Figure 6. DCS Network with TCP/IP, ISDN-PRI, and BX.25 Signaling DEFINITY ProLogix Solutions or Existing DCS BX.25 Network another DEFINITY ECS Signaling via TCP/IP Signaling via BX.25 Voice data LAN, WAN, Internet Signaling via ISDN-PRI In-house wiring, or Public (SDN) or Private Network (point to point)

  • Page 179: Qsig Global Networking

    DEFINITY ProLogix Solutions is a pioneer in providing compatibility with the QSIG global networking protocol. This means you can connect DEFINITY ProLogix Solutions with other switches throughout the world. Lucent Technologies developed the QSIG Global Networking feature to comply with the QSIG standards developed by the European Computer Manufacturer’s Association and the International Standardization Organization.

  • Page 180: World Class Routing

    World Class Routing World Class Routing DEFINITY ProLogix Solutions has been designed to be a world-class system that meets the needs of both domestic and global customers. One capability essential in meeting those needs is the ability to flexibly dial any location in the world, regardless of the dial plan used at that location.
  • Page 181 World Class Routing World Class Routing supports the Automatic Route Selection and Automatic Alternate Routing as separate features, but through generalized administration applicable to both features, provides both the same routing abilities. In addition, there are a number of capabilities that enhance the flexibility of routing in supporting your domestic and/or global calling requirements.

  • Page 182: Network Management Features

    Network Management Features Network Management Features DEFINITY ProLogix Solutions has a variety of features that enable you to manage your network resources effectively. Here are just a few examples of the DEFINITY ProLogix Solutions’ features that can be used to manage your network: Time of Day Routing, Automatic Route Selection, Automatic Alternate Routing, Additional Network Feature Path Replacement, Subnetwork Trunking, Generalized Route Selection, Facility Restriction Level, Bearer Capacity Class, Remote Network Access, Public Network Call Priority,...

  • Page 183: Automatic Route Selection

    Network Management Features Automatic Route Selection Automatic Route Selection routes public network calls on the most desirable (usually the most economical) trunking facilities available on your DEFINITY ProLogix Solutions when the call destinations are accessible through your public network. DEFINITY ProLogix Solutions supports up to 254 routing patterns. Each routing pattern consists of up to 6 routing preferences (types of facilities) set up in the order you want them checked when a call is placed.

  • Page 184: Generalized Route Selection

    Network Management Features Generalized Route Selection Generalized Route Selection gives you the capability to select not only the optimal call routing based on the dialed number, but also select the appropriate facility based on the type of call. Generalized Route Selection enhances Automatic Route Selection and Automatic Alternate Routing by incorporating additional parameters such as the type of call to be used in the decision of how a call is routed.

  • Page 185: Facility Restriction Level

    Network Management Features Facility Restriction Level Facility Restriction Levels are used to limit user calling privileges for incoming and outgoing calls. The Facility Restriction Level determines if a call attempt is permitted and which routes can be used or denied in the routing process.

  • Page 186: Authorization Codes

    Network Management Features Authorization Codes Authorization codes are used on particular calls to raise a telephone’s Facility Restriction Level temporarily. This feature is useful for those who make calls from telephones other than their own or from outside the network. If a call you dial is blocked because the telephone’s Facility Restriction Level is too low, you can enter your authorization code.

  • Page 187: Network Interfaces And Equipment

    Network Interfaces and Equipment Network Interfaces and Equipment DEFINITY ProLogix Solutions supports a variety of interfaces to voice and data networks. Trunks supply links between DEFINITY ProLogix Solutions, the public network, and other switches. DS1 interfaces offer high-speed digital connectivity between switches. Trunk Group Circuits Trunks provide the communications links between DEFINITY ProLogix Solutions and other switches, including central office switches and other premises switches.
  • Page 188 Network Interfaces and Equipment 800-service trunks, which let your business pay the charges for inbound long- • distance calls so that callers can reach you toll-free Direct Inward Dialing trunks, which connect DEFINITY ProLogix Solutions to • the local central office for incoming calls dialed directly to stations without attendant assistance Digital Service 1 trunks, which can be used to provide T1 or ISDN Primary Rate •...
  • Page 189 DEFINITY ProLogix Solutions’ features and networking. Lucent Technologies supports both T1 and E1 facilities. As industry standards Digital Interfaces around the world, T1 and E1 facilities provide the latest alternative to analog trunking.
  • Page 190 Network Interfaces and Equipment T1 Interfaces When planning your networking requirements, one of the options you should consider is multiplexing over Digital Services 1 (DS1) facilities. As the industry standard for interconnecting digital systems, DS1 is an economical alternative to analog trunking arrangements.
  • Page 191 Network Interfaces and Equipment TCP/IP Interfaces C-LAN DEFINITY ProLogix Solutions supports the C-LAN port circuit pack, which provides TCP/IP connectivity over 10BaseT Ethernet to adjuncts such as CMS (Call Management System) and INTUITY AUDIX. C-LAN also provides either 10BaseT or PPP (point to point protocol) signaling for DCS. Internet Protocol (IP) Trunk DEFINITY ProLogix Solutions supports the Internet Protocol (IP) Trunk interface, which provides the capability to send voice and fax over the Internet between two...
  • Page 192 (600 ports). Demonstrating its role as a leader in making ISDN a universal (ISDN) reality, Lucent Technologies makes it possible for anyone connected to DEFINITY ProLogix Solutions to benefit from ISDN capabilities and features. ISDN eliminates the need for multiple, separate access arrangements for voice, data, facsimile, and video services and networks.
  • Page 193 Network Interfaces and Equipment Integrated Services Digital Network - Basic Rate Interface (ISDN-BRI) DEFINITY ProLogix Solutions can connect to equipment or endpoints that support an Integrated Services Digital Network (ISDN) by using the Basic Rate Interface (BRI). This feature is a 192-Kbps interface that carries two 64-Kbps B-channels and one 16-Kbps D-channel.

  • Page 194: Centralized Attendant Service

    Centralized Attendant Service Centralized Attendant Service DEFINITY ProLogix Solutions owners who have more than one switch location can benefit greatly by using the Centralized Attendant Service feature. Centralized Attendant Service reduces the number of required attendants, and, in most cases, all those attendants can be located at one of the switch locations, called “main.”...

  • Page 195: Main/Satellite/Tributary

    Main/Satellite/Tributary Main/Satellite/Tributary If you have modest network requirements, a main/satellite/tributary configuration is an attractive possibility for private networking. In this configuration, one DEFINITY ProLogix Solutions location is the main, and remote switches are satellites or tributaries. Attendant positions and public network facilities are usually concentrated at the main.

  • Page 196: Electronic Tandem Network

    Electronic Tandem Network Electronic Tandem Network If your company requires a medium-to-large network spanning a large geographic area, nationwide or even worldwide, Electronic Tandem Network is the answer. An Electronic Tandem Network is a wide-area private network that tandems calls through one or more switches to route the calls to their destinations. An Electronic Tandem Network consists of tandem switches, inter-tandem tie trunks that interconnect them, access or bypass trunks from tandem switches to main switches, and the software and equipment to support call routing over the trunking facilities.

  • Page 197: Multimedia Communications

    Multimedia Communications Multimedia Communications DEFINITY ProLogix Solutions multimedia communications combine regular telephone features with personal computers to enhance your conference calls and data sharing, making it possible to edit reports and exchange graphic files online. If your server is equipped with video capabilities, DEFINITY ProLogix Solutions multimedia communications can also add a personal touch to your conference calls by putting faces to the names of the people with whom you teleconference.
  • Page 198 Multimedia Communications World Class Routing - Automatic Alternate Routing/Automatic Route Selection selects the most cost-effective routing for calls, based on available resources and carrier preference. Voice Mail Integration - You can access your DEFINITY AUDIX or INTUITY AUDIX voice messaging system from Multimedia Communications Exchange.
  • Page 199 Multimedia Communications Multimedia Call Handling (MMCH) • Multimedia Call Handling is an H.320-compliant product that lets the DEFINITY network handle voice, video, and T.120 data transmissions to voice terminals and personal computers. You can conduct video conferences and share personal computer applications with colleagues at remote sites while taking advantage of the powerful call-handling and routing features of DEFINITY ProLogix Solutions.

  • Page 200: Starter Application Package

    Starter Application Package Starter Application Package The Networking Starter Package includes the hardware and software you need to provide consistent, enhanced communications among multiple company locations cost effectively. Depending on your business needs, you can select a networking package to provide centralized voice mail, remote call coverage, interoffice Calling Party/Called Party displays, and other productivity-enhancing features.

  • Page 201: Appendix A: Features

    • This appendix lists all DEFINITY ProLogix Solutions’ capabilities available anywhere. Some of the listed features are optional. Please check with your local Lucent Technologies’ representative for further information about system features and what is available in your country. The DEFINITY ECS Release 7 Administrator’s Guide (555-233-502) describes each feature in detail and provides complete implementation and administration information.

  • Page 202: Automatic Routing Features

    Automatic Routing Features Automatic Routing Features The DEFINITY ProLogix Solutions provides a variety of automatic-routing features for public and private networks. Automatic Alternate Routing (AAR) and Automatic Route Selection (ARS) are the foundation for these automatic-routing features. They route calls based on the preferred (normally the least expensive) route available at the time the call is placed.

  • Page 203: Basic Features

    Basic Features Basic Features The following features are supported with DEFINITY ProLogix Solutions: Abbreviated Dialing • Administered Connections • Administrable Language Displays • Administration Without Hardware • Alphanumeric Dialing • Alternate Operations Support System Alarm Number • Answer Detection • Attendant Auto-Manual Splitting •...
  • Page 204 Basic Features Attendant Direct Extension Selection With Busy Lamp Field • Attendant Direct Trunk Group Selection • Attendant Display • Attendant Intrusion (Call Offer) • Attendant Override of Diversion Features • Attendant Priority Queue • Attendant Recall • Attendant Release Loop Operation •...
  • Page 205 Basic Features Automatic Exclusion • Automatic Incoming Call Display • Automatic Route Selection/Automatic Alternate Routing Shortcut Dialing • Automatic Transmission Measurement System • Block Collect Call • Bridged Call Appearance — Multi-Appearance Telephone • Bridged Call Appearance — Single-Line Telephone •...
  • Page 206 Basic Features Class of Service • Code Calling Access • Conference — Attendant • Conference — Terminal • Consult • Controlled Toll Restriction • Coverage Callback • Coverage Incoming Call Identification • Crisis Alert to a Digital Station • Customer-Provided Equipment Alarm •...
  • Page 207 Basic Features Dial Plan • Dialed Number Identification Service • Distinctive Ringing • Dual DCP I-Channels • Easy Beyond Today • Emergency Access to the Attendant • Enhanced Abbreviated Dialing • Enhanced Voice Terminal Display • Extended User Administration of Redirected Calls •...
  • Page 208 Basic Features Hold — Automatic • Hunt Groups • Individual Attendant Access • Integrated Directory • Integrated Services Digital Network — Basic Rate Interface (ISDN-BRI) • Intercept Treatment • Intercom — Automatic • Intercom — Dial • Internal Automatic Answer •...
  • Page 209 Basic Features Misoperation Handling • Modem Pooling • Multi-Appearance Preselection and Preference • Music-on-Hold Access • Night Service • Numeric Terminal Display • PC/PBX Connection • Personal Station Access • Personalized Ringing • Power Failure Transfer (Emergency Transfer) • Priority Calling •...
  • Page 210 Basic Features Recent Change History • Recorded Announcement • Recorded Telephone Dictation Access • Remote Access • Restriction — Controlled • Ringback Queuing • Ringer Cutoff • Ringing — Abbreviated and Delayed • Security Violation Notification • Send All Calls •...
  • Page 211 Basic Features Terminating Extension Group • Timed Reminder and Attendant Timers • Transfer • Transfer — Outgoing Trunk to Outgoing Trunk • Translation Copy Protection • Trunk Flash • Trunk Group Busy/Warning Indicators to Attendant • Trunk Identification By Attendant •...

  • Page 212: Call Center Features

    Call Center Features Call Center Features DEFINITY ProLogix Solutions offers the following features designed to help you set up and maintain a modern Call Center: Abandoned Call Search • Add/Remove Skills • Agent Call Handling • Auto-Available Split • Automatic Call Distribution •...
  • Page 213 Call Center Features Flexible Billing • Inbound Call Management • Intraflow and Interflow • Enhanced Look-Ahead Interflow • Malicious Call Trace • Multimedia Call Handling • Multiple Call Handling • Queue Status Indications • Reason Codes • Redirection on No Answer •...

  • Page 214: Hospitality Features

    Hospitality Features Hospitality Features The following features are designed for use in the hospitality industry. Other features listed elsewhere may be of use in this industry, however. The Attendant Crisis Alert feature, for example, described in the Basic Features section of this appendix, is primarily used in lodging establishments. That feature is listed as a basic feature because it is available on any system that has the appropriate attendant console.

  • Page 215: Private Networking Features

    Private Networking Features Private Networking Features The great expandability of DEFINITY ProLogix Solutions makes it a logical choice for setting up private networks. Consequently, the system includes many private networking features: Centralized Attendant Service • Distributed Communications System (DCS) • DCS Alphanumeric Display for Terminals •...
  • Page 216 Private Networking Features DCS Over ISDN-PRI D-channel • DCS Trunk Group Busy/Warning Indication • DCS With Reroute • Enhanced DCS • Extended Trunk Access • Extension Number Portability • Inter-PBX Attendant Calls • Node Number Routing • Private Network Access •...
  • Page 217 Private Networking Features QSIG Path Replacement • QSIG Value - Called Number ID • Transit Counter • Uniform Dial Plan • User to User Information over Public Network • DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 A-17...

  • Page 218: Trunk Group Features

    Trunk Group Features Trunk Group Features DEFINITY ProLogix Solutions offers an array of features for managing trunk groups efficiently: ATM-CES Trunks • ATM Trunks • Brazil — R2 MFC Backwards Signal • Call-by-Call Service Selection • Caller ID on Analog Trunks •...

  • Page 219: Appendix B: Documentation Library

    ProLogix Solutions Document Library CD. These documents are also listed in the CD insert booklet. To order paper copies of these or other DEFINITY documents, contact the Lucent Technologies Publications Center at the address and phone number on the back of the title page of this document. A complete list of Business Communications Systems (BCS) documents is available on the World Wide Web.

  • Page 220: Definity Ecs Release 7.1 (And Later) Administration & Operations

    DEFINITY ECS Release 7.1 (and later) Administration & Operations CentreVu Agent Installation and Administration, 585-215-815, 107969578, Issue 1 DEFINITY Extender Remote Module System User’s Guide, 555-230-796, Issue 2 DEFINITY Extender Switch Module System Administrator’s Guide, 555-230-532, 107825051, Issue 3 ProLogix R2 Getting Started, 555-235-105, 108432030, Issue 1 ProLogix R2 Overview, 555-235-100, 108432139, Issue 2 DEFINITY ECS Release 7.1 (and later) Administration &...
  • Page 221 DEFINITY ECS Release 7.1 (and later) Administration & Operations Console Operations Quick Reference, 555-230-890, 108383811, Issue 3 DEFINITY ECS Overview, 555-230-024, 108343138, Issue 7 Document Road Map, 108271875, Issue 1 Hospitality Operations, 555-230-723, 108383829, Issue 5 Little Instruction Book for Advanced Administration, 555-233-712, 108413519, Issue 2 Little Instruction Book for Basic Administration, 555-230-727, 108413527, Issue 5 Little Instruction Book for Basic Diagnostics, 555-233-713, 108413501, Issue 2 PC Console R2 Quick Reference, 555-230-740, 108095118, Issue 1...

  • Page 222: Definity Ecs Release 7.1 (And Later) Installation & Maintenance For Compact Modular Cabinets

    DEFINITY ECS Release 7.1 (and later) Installation & Maintenance for Compact Modular DEFINITY ECS Release 7.1 (and later) Installation & Maintenance for Compact Modular Cabinets ATM Installation, Upgrades, and Administration, 555-233-106, 108343815, Issue 1 Change Description. 555-233-405, 108343336, Issue 1 Installation for Adjuncts and Peripherals, 555-230-125, 108343195, Issue 5 Installation, Upgrades and Additions for Compact Modular Cabinets, 555-230-128, 108343153, Issue 4 Maintenance for R7csi, 555-230-129, 108343278, Issue 4...

  • Page 223: Definity Adjuncts

    DEFINITY Adjuncts DEFINITY Adjuncts Call Accounting System for Windows User’s Guide, 555-006-517, 107848756, Issue 2 DEFINITY Extender Remote Module System User’s Guide, 555-230-796, Issue 2 DEFINITY Extender Switch Module System Administrator’s Guide, 555-230-532, 107825051, Issue 3 ProLogix R2 Getting Started, 555-235-105, 108432030, Issue 1 ProLogix R2 Overview, 555-235-100, 108432139, Issue 2 Remote Port Security Device User’s Guide, 555-024-402, 107748717, Issue 1 DEFINITY AUDIX System Release 4...

  • Page 224: Guide Builder

    Guide Builder Multiple Personal Greetings Quick Reference, 585-300-705, 107419251, Issue 5 Planning, 585-300-602, 108356130, Issue 1 ProLogix R2 Getting Started, 555-235-105, 108432030, Issue 1 ProLogix R2 Overview, 555-235-100, 108432139, Issue 2 Screens Reference, 585-300-213, 108356098, Issue 1 Security Handbook, 555-025-600, 108074378, Issue 6 Security Handbook Addendum, 555-025-600ADD, 108422536, Issue 1 System Description, 585-300-214, 108356106, Issue 1 Voice Messaging Outcalling Quick Reference, 585-300-706, 107307365, Issue 1...

  • Page 225: Intuity Messaging Solutions Release 5

    INTUITY Messaging Solutions Release 5 INTUITY Messaging Solutions Release 5 AMIS Analog Network, 585-300-512, 108413543, Issue 7 AUDIX Administration and Data Acquisition Package, 585-302-502, 108359167, Issue 14 INTUITY Messaging Solutions Release 5 Documentation, 585-313-803, 108344847, Issue 1 ProLogix R2 Getting Started, 555-235-105, 108432030, Issue 1 ProLogix R2 Overview, 555-235-100, 108432139, Issue 2 Security Handbook, 555-025-600, 108074378, Issue 6 Security Handbook Addendum, 555-025-600ADD, 108422536, Issue 1...

  • Page 226: Telephones

    Telephones PassageWay Telephony Manager R2 for DEFINITY ECS Getting Started, 560-201-109, 108239393, Issue 2 PC Console R2 Quick Reference, 555-230-740, 108095118, Issue 1 PC Console R2 User’s Manual, 555-230-806, 108095100, Issue 2 ProLogix R2 Getting Started, 555-235-105, 108432030, Issue 1 ProLogix R2 Overview, 555-235-100, 108432139, Issue 2 Telephones 6400 Series Multi-line Telephones User’s Guide, 555-230-739, 108339029, Issue 2...
  • Page 227 Telephones ProLogix R2 Overview, 555-235-100, 108432139, Issue 2 TransTalk 9000 Digital Wireless System: MDW 9030P Wireless Pocket Phone Installation and Use, 503-801-160, 107972010, Issue 2 TransTalk 9000 Digital Wireless System: MDW 9030 Wireless Pocket Phone Quick Reference, 503-801-161, 107993149, Issue 2 TransTalk 9000 Digital Wireless System: MDW 9031/9031 DCP Wireless Pocket Phone Installation and Use, 503-801-166, 108406166, Issue 2 TransTalk 9000 Digital Wireless System: MDW 9031/9031 DCP Wireless Pocket Phone Quick Reference,...
  • Page 228 Telephones DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 B-10...

  • Page 229: Index

    Index Numerals adjuncts Access Security Gateway 2-19 6200 Series telephones alerts audio paging 6400 Series telephones 3-10 Call Accounting System for Windows 2-15 7300/ATL Series telephones 3-11 Call Accounting System NT 7400 Series telephones call accounting systems delayed announcement systems 10-16 800-service trunks headsets...
  • Page 230 Index administration Automatic Alternate Routing 10-11 terminal description 10-9 Multinational World Class Administration Without Hardware 10-8 World Class Routing 9-15 Advice of Charge 5-12 Automatic Available hunt groups alerts Automatic Call Distribution (ACD) 10-13 Alternate Facility Restriction Level 5-12 Automatic Available hunt groups 2-18 analog telephones Call Center...
  • Page 231 Index call accounting systems 9-18 applications supported 5-13 Basic Call Management 3-10 Call Accounting System for Windows 9-19 5-13 Basic Call Management System 3-11 9-19 Call Accounting System NT 5-13 Call Center 9-19 Call Accounting System Terminal 5-13 measurements 3-12 9-19 INTUITY Call Accounting System 5-14...
  • Page 232 Index Call Center, (continued) call redirection 5-11 CentreVu Explorer II Call Coverage 5-11 CentreVu Supervisor Interflow 5-20 5-11 CentreVu Virtual Routing Intraflow 5-25 Drop-In Solutions 9-20 call restrictions A-12 features 10-3 Calling-Party Name Display routing 5-11 CallMaster digital telephones 5-17 Call Center Basic 10-15 central office trunks...
  • Page 233 Index 7-15 Commence 5-25 Compact Call Center Drop-In Solutions 2-24 DEFINITY Attendant Console compact modular carrier cabinets 4-15 DEFINITY AUDIX Computer Telephony Integration Solutions DEFINITY Extender 7-15 Commence 2-25 DEFINITY PC Console 7-13 FastCall Intuition DEFINITY ProLogix Management Terminal PassageWay Direct Connection DEFINITY ProLogix Solutions PassageWay Service Provider differences with DEFINITY ECS...
  • Page 234 Index 10-1 description Dialed-Number Identification Service 10-17 E1 interfaces 5-12 10-24 Electronic Tandem Network 10-8 Digit Conversion 4-10 Enhanced Lists 10-17 digital interfaces equipment 10-16 Digital Service 1 trunks 10-15 network Digital Services 1 (DS1) interface Extended User Administration of Redirected 10-18 DEFINITY ECS support Calls (Telecommuting Access), telecommuting...
  • Page 235 Index features hunt groups 10-13 5-12 Alternate Facility Restriction Level Automatic Available 5-11 AUDIX telecommuting interflow 10-22 5-11 Centralized Attendant Service overflow 10-10 5-11 Network Management queuing 5-11 telecommuting redirection of ACD calls 10-15 2-15 foreign exchange trunks hybrid telephones 4-12 4-18 Full Mailbox Answer Mode...
  • Page 236 Index 4-13 Internet Messaging Intraflow Magic On Hold 5-11 Call Coverage paths Magic On Hold Express 5-11 redirection of ACD hunt group calls 10-23 Intuition main/satellite/tributary configurations 5-12 INTUITY AUDIX Malicious Call Trace (MCT), ACD 3-12 9-19 INTUITY Call Accounting System MAP-D board 4-20 INTUITY CONVERSANT...
  • Page 237 Index Multinational World Class Automatic Alternate 10-9 Routing 4-22 Octel 100 4-11 4-17 Multiple Personal Greetings 4-13 4-19 On-Line Help Multiple Personal Greetings, telecommuting 4-11 4-18 Outcalling multiplexing 10-18 DS1 interface Outcalling, telecommuting 4-12 4-19 Name Addressing paging 4-12 4-18 Name Record by Subscriber PassageWay Direct Connection network...
  • Page 238 Index power systems redirection of calls 5-11 Interflow 4-10 Pre-Addressing 5-11 Intraflow 4-10 Print Text 5-12 Redirection on No Answer, ACD 4-11 4-17 Priority Messaging 10-17 release-link trunks 4-11 4-18 Priority Outcalling 1-12 reliability Priority Outcalling, telecommuting remote access 4-12 4-19 Private Messaging telecommuting...
  • Page 239 Index routing Site Data 10-11 9-13 Automatic Alternate Routing reports 10-11 Automatic Route Selection Sixth Sense Call Center calls SmartRoute 10-12 Generalized Route Selection 10-10 7-14 Time of Day SNAP Connection software 1-11 basic CONVERSANT voice response 1-11 optional 9-11 scheduling Software Defined Network (SDN), DCS features xviii...
  • Page 240 Index System Management telecommuting, (continued) DEFINITY ProLogix Management Terminal Personal Station Access Pipeline 15 DEFINITY ProLogix Solutions Priority Outcalling DEFINITY Site Administration Remote Call Coverage Terminal starter packages Station Security Codes telephones 2-19 6200 Series 10-18 6400 Series T1 interfaces 2-15 7300/ATL Series 9-14...
  • Page 241 Index telephones, (continued) trunks 10-16 overview 800-service 2-18 10-16 single-line auxiliary 10-15 speakerphones central office 10-16 wireless Direct Inward Dialing 10-16 terminal administration 10-15 foreign exchange terminal power supplies 10-15 local exchange 9-10 10-17 Terminal Translation Initialization miscellaneous 10-17 release-link 4-10 Text-to-Speech 10-17...
  • Page 242 Index voice messaging systems call coverage Wide Area Telecommunications Service trunks centralized messaging 10-15 4-15 DEFINITY AUDIX integration Wireless solutions INTUITY AUDIX wireless telephones, features 4-13 INTUITY Message Manager 10-8 World Class Routing networked messaging 4-22 Octel 100 voice response systems 4-20 INTUITY CONVERSANT DEFINITY ProLogix Solutions Release 2 Overview 555-235-100...

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