DEFINITY® ProLogix™ Solutions
Release 2.0
Overview
555-235-100
June 1999
Issue 2
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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.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunications system by an
unauthorized party, for example, persons other than your company’s
employees, agents, subcontractors, or persons working on your company’s
behalf. Note that there may be a risk of toll fraud associated with your
telecommunications system and, if toll fraud occurs, it can result in
substantial additional charges for your telecommunications services.
You and your system manager are responsible for the security of your
system, such as programming and configuring your equipment to prevent
unauthorized use. The system manager is also responsible for reading all
installation, instruction, and system administration documents provided with
this product in order to fully understand the features that can introduce risk of
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Copyright and legal notices
toll fraud and the steps that can be taken to reduce that risk. Lucent
Technologies does not warrant that this product is immune from or will
prevent unauthorized use of common-carrier telecommunication services or
facilities accessed through or connected to it. Lucent Technologies will not
be responsible for any charges that result from such unauthorized use.
Lucent Technologies Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need
technical support or assistance, call Technical Service Center Toll Fraud
Intervention Hotline at 1 800 643-2353.
Trademarks
AUDIX, CALLMASTER, CentreVu, CONVERSANT, DEFINITY, Magic On
Hold, and PassageWay are registered trademarks and INTUITY, ProLogix,
and TransTalk are trademarks of Lucent Technologies, Inc.
Microsoft and Windows are registered trademarks and Windows NT is a
trademark of Microsoft Corporation.
Macintosh is a registered trademark of Apple Computer, Inc.
Pentium is trademark of Intel Corporation.
UNIX is a registered trademark of X/Open Company, Ltd.
pcANYWHERE is a trademark of SYMANTEC.
FastCall is a registered trademark of Aurora Systems, Inc.
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Copyright and legal notices
Commence is a trademark of Commence Corporation.
Octel is a registered trademark of Octel Communications Corporation.
PagePac Plus is a registered trademark of Harris Corporation.
PhoneLine is a registered trademark of CCOM Information Systems.
Bay Networks is a registered trademark of Bay Networks.
Paradyne is a trademark of Paradyne Corporation.
Ascend and Pipeline are registered trademarks of Ascend Communications,
Inc.
Hypercom is a registered trademark of Hypercom.
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
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Order: Document No. 555-235-100
Comcode 108432139
Issue 2, June 1999
For additional documents, refer to the section in “About This Document”
entitled “How to Order Documentation.”
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You can be placed on a standing order list for this and other documents you
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Warranty
The CD software and documentation are not warranted and are
provided by Lucent Technologies as is.
Disclaimer
Intellectual property related to this product and registered to AT&T
Corporation has been transferred to Lucent Technologies Incorporated.
Any references within this text to American Telephone and Telegraph
Corporation or AT&T should be interpreted as references to Lucent
Technologies Incorporated. The exception is cross references to books
published prior to December 31, 1996, which retain their original AT&T titles.
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. The world-renowned Bell
Laboratories is the research and development arm for the company.
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Contents
Copyright and legal notices
About This Document
iii
xv
Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv
Intended Audiences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv
How to Use This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xvi
Conventions Used in This Document . . . . . . . . . . . . . . . . . . . . . . . xviii
Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xviii
How to Order Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . .xix
How to Comment on This Document . . . . . . . . . . . . . . . . . . . . . . . . xx
1 Introduction
1-1
DEFINITY ProLogix Solutions Overview. . . . . . . . . . . . . . . . . . . . . . 1-1
Supported Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Application Starter Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
Differences between
DEFINITY ProLogix Solutions and DEFINITY ECS . . . . . . . . . . . . . . . 1-6
Hardware. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
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Cabinets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-8
Compact Modular Cabinets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-9
Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11
Reliability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-12
2 Desktop/Console Solutions
2-1
Telephones for the Global Marketplace . . . . . . . . . . . . . . . . . . . . . . 2-1
Digital DCP Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-3
ISDN BRI Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-16
Analog (Single-Line) Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-18
Attendant Consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-24
DEFINITY Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-24
DEFINITY PC Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-25
3 Adjuncts
3-1
Power Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
On Hold and Delayed Announcement Systems . . . . . . . . . . . . . . . . . . 3-3
Headsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Audio and Visual Paging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Alerts and Sensors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
External Speakerphones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Security Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Call Accounting Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9
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4 Messaging/Voice Response Solutions
4-1
Messaging Systems and
Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Messaging Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3
INTUITY AUDIX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3
DEFINITY AUDIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-8
Centralized Messaging vs. Networked Messaging . . . . . . . . . . . . . . . . 4-8
INTUITY AUDIX Messaging Solutions. . . . . . . . . . . . . . . . . . . . . . . 4-9
INTUITY AUDIX Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-9
INTUITY Message Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-13
DEFINITY AUDIX Voice Messaging System. . . . . . . . . . . . . . . . . . . .4-15
DEFINITY AUDIX Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-17
INTUITY CONVERSANT . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-20
Octel 100. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-22
Octel 100 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-22
5 Call Center Solutions
5-1
CentreVu Call Management System (CMS) . . . . . . . . . . . . . . . . . . . . 5-3
CentreVu Supervisor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
CentreVu Explorer II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Automatic Call Distribution (ACD) . . . . . . . . . . . . . . . . . . . . . . . . . 5-9
Basic Call Management System . . . . . . . . . . . . . . . . . . . . . . . . . .5-13
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Basic Call Management System Vu . . . . . . . . . . . . . . . . . . . . . . . .5-15
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-16
Call Center Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-17
Call Center Deluxe. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-18
Call Center Elite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-19
CentreVu Virtual Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-20
CentreVu Advocate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-22
CentreVu Compact Call Center Drop-In Solutions. . . . . . . . . . . . . . . . .5-25
6 Wireless Solutions
6-1
Medium Range Mobility Solution. . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
Long Range Mobility Solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4
DEFINITY Wireless Business System R2 - PWT . . . . . . . . . . . . . . . . . . . . . . . .6-6
DEFINITY Wireless Business System - DECT Adjunct. . . . . . . . . . . . . . . . . . . .6-7
Starter Application Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9
7 Computer Telephony Integration Solutions
7-1
Server-Based Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2
Third-Party Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-3
PassageWay Direct Connection Solutions. . . . . . . . . . . . . . . . . . . . . 7-6
PassageWay Telephony Manager R2.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-7
PassageWay Service Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-9
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Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-10
Third-Party Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-13
8 Telecommuting/Virtual Office Solutions
8-1
DEFINITY ProLogix Features for Telecommuting . . . . . . . . . . . . . . . . . 8-1
Remote Call Coverage/
Call Forwarding Off-Net/Coverage of Calls Redirected Off-Net . . . . . . . . . . . .8-2
Extended User Administration of Redirected
Calls (Telecommuting Access) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-2
Personal Station Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-2
Station Security Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-3
Pipeline 15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3
DEFINITY Extender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4
AUDIX Features for Telecommuting . . . . . . . . . . . . . . . . . . . . . . . . 8-5
Starter Application Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6
9 System Administration Solutions
9-1
System Management Terminal
and Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2
DEFINITY ProLogix Management Terminal. . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-2
DEFINITY Site Administration Release 1.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-3
Terminal Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-8
Portless Administration/Administration Without Hardware . . . . . . . . . . . . . . . . .9-8
Automatic Station Relocation/Terminal Translation Initialization . . . . . . . . . . . .9-10
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Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-11
Basic Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-12
Performance Measurements. . . . . . . . . . . . . . . . . . . . . . . . . . . .9-13
Call Charge Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-15
Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-16
Call Detail Recording Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-16
Call Detail Recording Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-18
Call Accounting Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-18
Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-20
Security Violation Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-20
Call Restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-20
10 Trunking and Networking Solutions
10-1
Uniform Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-1
Distributed Communication System . . . . . . . . . . . . . . . . . . . . . . . .10-2
Adding DEFINITY ProLogix Solutions to Existing DCS Networks . . . . . . . . .10-5
QSIG Global Networking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-7
World Class Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-8
Network Management Features . . . . . . . . . . . . . . . . . . . . . . . . . 10-10
Time of Day Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-10
Automatic Route Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-11
Automatic Alternate Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-11
Generalized Route Selection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-12
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Facility Restriction Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-13
Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-14
Network Interfaces and Equipment . . . . . . . . . . . . . . . . . . . . . . . 10-15
Trunk Group Circuits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-15
Centralized Attendant Service . . . . . . . . . . . . . . . . . . . . . . . . . . 10-22
Main/Satellite/Tributary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-23
Electronic Tandem Network . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-24
Multimedia Communications. . . . . . . . . . . . . . . . . . . . . . . . . . . 10-25
Starter Application Package . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-28
Appendix A: Features
A-1
Automatic Routing Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
Basic Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3
Call Center Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .A-12
Hospitality Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .A-14
Private Networking Features. . . . . . . . . . . . . . . . . . . . . . . . . . . .A-15
Trunk Group Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .A-18
Appendix B: Documentation Library
B-1
Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1
DEFINITY ECS Release 7.1 (and later) Administration & Operations. . . . . . . B-2
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DEFINITY ECS Release 7.1 (and later) Installation & Maintenance for Compact
Modular Cabinets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-4
DEFINITY Adjuncts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-5
DEFINITY AUDIX System Release 4 . . . . . . . . . . . . . . . . . . . . . . . B-5
Guide Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-6
INTUITY Messaging Solutions Release 5 . . . . . . . . . . . . . . . . . . . . . B-7
PC Applications and CALLMASTER. . . . . . . . . . . . . . . . . . . . . . . . B-7
Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-8
Index
IN-1
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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). See Appendix B for a
listing of the libraries contained on this CD.
You should read this document to understand
•
•
•
the features of DEFINITY ProLogix Solutions,
the components of DEFINITY ProLogix Solutions, and
the additional capabilities that are available for you to further tailor DEFINITY
ProLogix Solutions to your needs in the future.
Intended Audiences
This document is written for the person(s) who will administer and maintain DEFINITY ProLogix
Solutions.
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Issue 2 June 1999 xv
About This Document
How to Use This Document
How to Use This Document
ProLogix Solutions, you should read this document to get a basic understanding of DEFINITY ProLogix
Solutions. This document describes all of the capabilities that you can add to your DEFINITY ProLogix
Solutions, helping you to identify applications that increase the productivity and effectiveness of employees
in your company.
This document consists of the following chapters:
•
•
•
•
•
•
Chapter 1, “Introduction,” provides an overview of DEFINITY ProLogix
Solutions, including the features and hardware and software components.
Chapter 2, “Desktop/Console Solutions,” describes the telephones and consoles
that are available with DEFINITY ProLogix Solutions.
Chapter 3, “Adjuncts,” describes the adjuncts that are available with DEFINITY
ProLogix Solutions.
Chapter 4, “Messaging/Voice Response Solutions,” describes the voice
messaging systems that are available with DEFINITY ProLogix Solutions.
Chapter 5, “Call Center Solutions,” describes applications that provide advanced
call-handling and call center management capabilities.
Chapter 6, “Wireless Solutions,” describes applications that enable employees in
your company to keep in touch with co-workers and clients while moving about
freely inside and outside your building.
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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
•
•
•
Chapter 8, “Telecommuting/Virtual Office Solutions,” describes applications that
enable employees in your company to work effectively off-site.
Chapter 9, “System Administration Solutions,” describes applications that can
help you manage DEFINITY ProLogix Solutions.
Chapter 10, “Trunking and Networking Solutions,” describes applications that
provide connections to a variety of voice and data networks, helping you to
network your equipment and solutions.
•
•
Appendix A, “Features,” lists the features of DEFINITY ProLogix Solutions.
Appendix B, “Documentation Library,” lists the documents contained in the
Document Library CD.
An index is also provided at the back of the book.
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About This Document
Conventions Used in This Document
Conventions Used in This Document
The following conventions are used in this document:
•
The term system is used in general to represent DEFINITY ProLogix Solutions.
•
The term switch is used to represent other telecommunications switching
products.
Security
The Security of your DEFINITY ProLogix Solutions is extremely important to Lucent 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.
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About This Document
How to Order Documentation
How to Order Documentation
This document’s order number is 555-235-100, Issue 2. The comcode for this document is 108432139. To
order this document, contact:
Lucent Technologies BCS Publications Center
2855 North Franklin Road
Indianapolis, IN 46219-1385
U.S.A.
Voice: 1 800 457-1235
Fax: 1 800 457-1764
International Voice: 317 322-6791
International Fax: 317 322-6699
To order paper versions of the documents contained on the documentation library CD or any other
documents, provide the order number(s) for the document(s) you want to order. Appendix B contains the list
of ordering numbers for all documentation contained on the CD.
The documentation library CD is part of the standard customer documentation package. If you would like
additional copies of the CD, contact the Publications Center and use ordering number 555-235-807, Issue 2,
comcode 108432014.
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About This Document
How to Comment on This Document
How to Comment on This Document
Lucent Technologies welcomes your feedback. Please fill out the reader comment form at the back of the
document and return it.
If the reader comment form is missing, fax your comments to 1 908 953-6912, and mention this document’s
name and number, DEFINITY® ProLogix™ Solutions Release 2.0 (Software Releases 7.1 and Later)
Overview, 555-235-100, Issue 2.
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1 Introduction
DEFINITY ProLogix Solutions Overview
DEFINITY® ProLogix™ Solutions is an extremely flexible, global communications system that you can
design to get precisely the features and functionality your mid-sized business locations need. As 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.
DEFINITY ProLogix Solutions is a member of the powerful DEFINITY family and provides many of the
features found in the other DEFINITY ECS systems. As your company grows, DEFINITY ProLogix
Solutions gives you the ability to migrate easily and cost-effectively to the larger DEFINITY ECS. If you
move to the DEFINITY ECS, you will keep all of the DEFINITY ProLogix Solutions applications and
almost all of your hardware, thereby protecting your initial investment.
Depending on your needs, DEFINITY ProLogix Solutions can cover a single site or network multiple
locations (for example, a satellite office within a larger business or branch locations around the world).
Multisite companies can centrally maintain their DEFINITY ProLogix Solutions via remote diagnostics and
alarming and can centrally administer their system using one of our system administration tools.
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Supported Applications
Supported Applications
DEFINITY ProLogix Solutions Release 2 supports the following platforms:
•
•
•
•
•
•
•
•
•
•
•
•
INTUITY™ AUDIX® Voice Messaging System, Release 4.3 or later
DEFINITY AUDIX Voice Messaging System, Release 3.2 or later
Octel® 100 Messaging
BCMS and/or BCMS Vu software
CentreVu Call Management System
INTUITY CONVERSANT® Interactive Voice Response
ASAI/TSAPI via MAPD
ATM-CES
IP-Trunks (voice and fax over IP)
BRI Trunks and Stations
Multimedia Call Handling (MMCH)
C-LAN (TCP/IP connectivity for networking, INTUITY, and CentreVu Call
Management System)
•
•
DEFINITY Wireless Business System Release 2 - PWT and DECT Adjunct
TransTalk™ 9000 Digital Wireless System
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Supported Applications
•
•
•
DEFINITY Site Administration (DSA)
PassageWay® Direct Connection
Data access products from Paradyne™, Ascend® Communications, and
Hypercom®
•
•
•
DEFINITY PC Console Release 2 or later
DEFINITY Attendant Console
Telephones including the globally-designed 6400 series as well as 8500, 8400,
9400, 9100, 8100, 7400, 7300/ATL, and 6200 series
•
•
•
MasterDirectory and PhoneLine applications
Access Security Gateway (ASG) Guard and other security devices
Miscellaneous adjuncts including Uninterruptible Power Supply (UPS),
Overhead Paging, and Call Accounting software
•
Remote and local access products for LAN access, Internet access, and voice
(DCP)
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Application Starter Packages
Application Starter Packages
DEFINITY ProLogix Solutions offers Application Starter Packages that enable you to implement advanced
applications at your own pace, easily and cost effectively in small sizes. When you are ready, you can
increase the capacity of the Starter Packages you purchase. Refer to the individual section for more details
about each Starter Package.
The following Starter Packages are available:
•
Virtual Office
The Virtual Office Starter Package lets you provide voice and data access for off-
site workers and telecommuters. Ideal for businesses with employees who often
work at home or other remote locations, this package allows workers to access
your business LAN or the Internet from a remote office or home. Off-site
workers can even receive telephone calls using a single telephone number no
matter where they are, enabling them to work where needed.
•
Wireless
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.
Packages are available for DEFINITY Wireless Business Systems as well as
TransTalk 9000 systems.
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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.
•
Information Management
The Information Management Starter Package includes the software you need to
collect, modify, and synchronize directory information from a wide variety of
sources (such as PBXs, telecom databases, and corporate databases) and then
provide online access to this up-to-date directory information in networked,
stand-alone, and mobile computing environments. With this package, you can
build and maintain corporate directories and then distribute this information to
users throughout your organization.
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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
(R7csi).
•
•
•
DEFINITY ProLogix Solutions does not support DC power.
DEFINITY ProLogix Solutions does not support Common Control duplication.
DEFINITY ProLogix Solutions does not support an internal modem for the
remote access port. Instead, an external modem is used.
•
•
DEFINITY ProLogix Solutions supports a maximum of 600 total ports: a
maximum of 400 trunks/500 stations.
DEFINITY ProLogix Solutions does not support Expansion Port Networks
(EPNs).
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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.
For more detailed information on the system’s robust capabilities, see the DEFINITY ECS Release 7 System
Description Pocket Reference, Issue 4, 555-230-211, and the DEFINITY ECS Release 7 Administrator’s
Guide, Issue 1, 555-233-502, which are available on your documentation library compact disk (CD).
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Hardware
Hardware
The main component of DEFINITY ProLogix Solutions is the new R7csi model, which uses the TN798B
processor (a RISC-based central processing unit) and TN2182B Tone-Clock. The TN798B supervises
system operation.
Cabinets
Cabinets are enclosed shelves composed of vertical slots that hold circuit packs. Circuit packs make up the
logic, memory, and switching circuitry for the system. Port circuit packs connect to telephones, computers,
and trunks. The cabinets are designed to accept any type of port circuit pack in each circuit pack position.
The circuit packs fit into connectors attached to the rear of the slots. Every connector is connected to signal
buses and power supplies in the cabinet. The cabinets also house the equipment that supplies ringing signal
voltage and mass storage for software translations. Each compact modular cabinet has its own power supply
and supports 10 universal slots. The first cabinet uses two slots for the processor and the tone clock.
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Hardware
The compact modular cabinet weighs 50 to 60 lbs. and has the following dimensions:
•
•
•
height: 24.5 inches (62.2 cm)
width: 25.5 inches (64.8 cm)
depth: 11.3 inches (28.7 cm)
The R7csi has the following characteristics:
•
•
•
•
It uses the compact modular cabinet (CMC).
Each CMC has its own power supply.
Up to three cabinets can be connected together in a single-port network.
It enables small organizations to expand while keeping the initial investment
moderate.
•
It is mounted on a wall. However, it can be mounted on a table or floor as long as
only one cabinet is required. For approved mounting configurations, refer to the
Installation and Maintenance guide on the Library CD.
•
•
It contains 10 universal port slots.
The first two universal port slots in the first cabinet are typically used for the
TN798B processor and the TN2182B Tone-Clock. (However, these slots are not
dedicated to the processor and Tone-Clock.)
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Software
Software
All DEFINITY ProLogix Solutions throughout the world use the same basic software. To provide this
commonality while still accommodating wide variations in configurations and options, the system
dynamically allocates internal memory storage. Memory is sized when the system is initialized, selecting the
proper software parameters based on the hardware configuration.
In addition to the basic software, various optional packages can enhance the capabilities of the system. Some
of the capabilities described in this document require optional software, for example, the INTUITY AUDIX
Voice Messaging System. See your account representative for more information. The basic software is a
prerequisite for all the optional packages.
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Reliability
Reliability
DEFINITY ProLogix Solutions provides the following capabilities:
•
The system can survive minor power surges (including lightning-induced surges
up to 2500 Volts peak) without service interruption. Surge protectors can be
purchased for increased coverage.
•
•
•
•
The system can be placed in less-than-ideal locations since it can handle above-
average temperatures and humidity.
In case of power outages, the system automatically restores the last saved version
of user translations and runs them at system restart.
The system supports the remote diagnostics capability, which enables quick
troubleshooting and maintenance.
The system conducts self-diagnostics and can self-correct a large portion of
system errors. If further technical assistance is required, the ProLogix system will
call the Lucent Technical Assistance Center for remote diagnostics support.
•
•
The system conducts standard maintenance routines automatically.
By default, the system backs up all user translations automatically every day at
midnight.
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2 Desktop/Console Solutions
The communications needs of the people in your company may vary widely. Some may need only basic
telephone service. Others may need effective messaging services to save valuable time. Still others may
require high-speed data communications and access to a variety of host and personal computers.
DEFINITY ProLogix Solutions brings voice communications, data communications, and messaging
together on the desktop and enables you to customize the types of service for various individuals.
Note: Some applications and products are unavailable in some countries.
Please check with your local distributor for further information about the
features and applications that are available to you.
Telephones for the Global Marketplace
A wide variety of telephones ranging from basic single-line telephones to sophisticated digital telephones
that integrate voice and data communications are available with DEFINITY ProLogix Solutions. You can
incorporate a mixture of telephone types based on the job functions of the users. All of the telephones are
easy to use and give you the ability to tap into the power of your DEFINITY ProLogix Solutions.
Telephones fall into three basic families — Digital Communications Protocol (DCP), ISDN BRI, and
analog. These terms describe how each type of telephone communicates with your DEFINITY system.
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Telephones for the Global Marketplace
These families of telephones are designed to accommodate the types of communications various users
require. All telephones have touch-tone dialing and the message-waiting lamp for notification of messages.
The following DEFINITY telephones are supported:
•
•
•
•
•
•
•
•
•
6400 Series digital telephones
7400 Series digital telephones
8400 Series digital telephones
8500 Series ISDN BRI telephones
9400 Series digital telephones (available in select European countries only)
7300/ATL Series hybrid telephones
6200 Series analog telephones
8100 Series analog telephones
9100 Series analog telephones
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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.
DCP telephones are used most effectively by those who have a high volume of calls, require access to
multiple applications or databases, use switch features heavily, or require messaging services. They can be
used with personal computers to expand their capabilities.
These telephones provide the full range of DEFINITY ECS features on your desktop. In addition to
multiline and multifunction capabilities, they provide access to integrated voice and data applications and
messaging services. Some models include displays. DCP telephones can actually save you money by
reducing the number of lines, modems, and ports that would normally be needed for analog facilities.
The following DCP telephones are available for sale:
•
6400 Series digital telephones
8400 Series digital telephones
•
6400 Series Digital The 6400 Series digital telephones are versatile 2-wire DCP telephones that support
Telephones
all of the key/hybrid features of DEFINITY ProLogix Solutions. These telephones
have a new, global design and include the following additional features:
•
•
date and time display
a feature button that allows switchhook control of a headset
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Telephones for the Global Marketplace
•
•
Group Listen capability, which enables you to use your handset or headset
normally while others in the room listen via a speakerphone. This 2-way handset,
1-way speaker mode allows you to serve as a spokesperson for a group
Station User Administration capability, which allows you to program certain
features on the telephone yourself
•
•
Conference, Transfer, Hold, and Last Number Dialed fixed feature buttons
Whisper Page, which enables an assistant to announce another call to the boss
during an active call on the boss’ telephone. This announcement is heard by the
boss only.
•
Auto Call Timer, which enables each call to be timed automatically upon answer.
You can see the elapsed time on the telephone’s display. The timer is stopped
automatically when a call is ended or placed on hold.
There are several 6400 Series telephones available:
•
6402 telephone
The 6402 telephone is a digital, single-line DCP telephone without a display that
can be wall mounted. This cost-effective, entry-level telephone is designed for
users with basic call handling requirements. The 6402 is ideal for areas where
there is minimum use, such as reception areas, copy rooms, file rooms, or
warehouse locations. This telephone has a Feature button for accessing up to 12
system features and a built-in, 1-way (listen-only) speakerphone that facilitates
off-hook dialing and listening to voice mail or broadcast messages. You can add
an S201A speakerphone.
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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.
6408+ telephone
The 6408+ telephone is a digital, multiline DCP telephone that has eight call
appearance/feature buttons. This telephone has no display and can be wall
mounted. The 6408+ is designed for users who need multiple line appearances
and extensive features. The 6408+ has a built-in 2-way speakerphone and
programmable keys so users can access more system features from the telephone.
•
6408D+ telephone
The 6408D+ telephone is a digital, multiline DCP telephone that has eight call
appearance/feature buttons and a 2-line by 24-character display. This telephone is
designed for users who need multiple line appearances and extensive features.
The 6408D+ has 12 additional features that are accessible via the 2-line by 24-
character display and are selected by the four display-associated soft keys. The
6408D+ has a built-in 2-way speakerphone and can be wall mounted.
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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. The 6416D+ has 12 additional features that
are accessible via the 2-line by 24-character display and are selected by the four
display-associated soft keys. A 24-button expansion module can be added to
provide 24 additional auxiliary buttons. (The 24-button expansion module
requires power from the station or the closet.) The 6416D+ has a built-in 2-way
speakerphone and can be wall mounted.
•
6416D+M telephone
The 6416D+M telephone is a digital, multiline DCP telephone that has 16 call
appearance/feature buttons and a 2-line by 24-character display. This telephone is
designed for users with call coverage responsibilities who need multiple line
appearances and extensive features. The 6416D+M has 12 additional features
that are accessible via the 2-line by 24-character display and are selected by the
four display-associated soft keys. A 24-button expansion module can be added to
provide 24 additional auxiliary buttons. (The 24-button expansion module
requires power from the station or the closet.)
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Telephones for the Global Marketplace
The 6416D+M allows you to install a 100A Tip/Ring module, providing a
connection between the telephone and such analog adjuncts as modems, fax
machines, analog conference-quality speakerphones, answering machines, and
TDD machines commonly used by the hearing impaired. The 6416D+M has a
built-in 2-way speakerphone and can be wall mounted. The 6416D+M also has a
built-in headset jack.
•
6424D+ telephone
The 6424D+ telephone is a digital, multiline DCP telephone that has 24 call
appearance/feature buttons and a 2-line by 24-character display. This telephone is
designed for the busy executive or executive assistant who requires extensive call
handling and call coverage flexibility. The 6424D+ has 12 additional features
that are accessible via the 2-line by 24-character display and are selected by the
four display-associated soft keys. The 6424D+ has a built-in 2-way speakerphone
and can be wall mounted. A 24-button expansion module can be added to provide
24 additional auxiliary buttons. (The 24-button expansion module requires power
from the station or the closet.)
•
6424D+M telephone
The 6424D+M telephone is a digital, multiline DCP telephone that has 24 call
appearance/feature buttons and a 2-line by 24-character display. This telephone is
designed for the busy executive or executive assistant who requires extensive call
handling and call coverage flexibility. The 6424D+M has 12 additional features
that are accessible via the 2-line by 24-character display and are selected by the
four display-associated soft keys.
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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. A 24-button expansion
module can be added to provide 24 additional auxiliary buttons. (The 24-button
expansion module requires power from the station or the closet.) The 6424D+M
also has a built-in headset jack.
Requirements
The 6400 Series telephones are compatible with the following 2-wire DCP circuit
packs:
•
•
•
TN 2181 (16-port circuit pack)
TN 2224 (24-port circuit pack)
TN 2214 (international 24-port circuit pack)
7400 Series Digital The 7400 Series telephones are 4-wire, multiline, DCP telephones. Although these
Telephones
telephones are supported, they cannot take advantage of the latest set of DEFINITY
features. These telephones are not currently sold as new.
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Telephones for the Global Marketplace
8400 Series Digital The 8400 Series telephones are versatile 2-wire/4-wire DCP telephones that offer
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. This
significant benefit provides an easier transition to either a 2-line or a 4-line
environment, thereby reducing wiring expenses and installation adjustments. These
telephones also enable you to save space inside of the DEFINITY ProLogix
Solutions cabinet by using 24-port 2-wire boards in place of 8-port 4-wire boards.
There are several models of 8400 Series telephones:
•
•
•
8403 telephone
The 8403 is a 3-line telephone without a display that can be wall mounted. This
telephone has a built-in, 1-way (listen-only) speakerphone and three
programmable buttons. This telephone is not currently sold as new.
8405B telephone
The 8405B is a 5-line telephone without a display that can be wall mounted. The
8405B has a built-in 1-way speaker and programmable keys. This telephone is
not currently sold as new.
8405B+ telephone
The 8405B+ is a 5-line telephone without a display that can be wall mounted.
The 8405B+ has a built-in 2-way speaker and programmable keys. This
telephone is not currently sold as new.
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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.
8410D telephone
The 8410D is a 10-line telephone with a 2-line, 24-character display. The 8410D
has 12 additional features that are accessible via the 2-line by 24-character
display and are selected by the four display-associated soft keys. This telephone
has the same features as the 8410B and can be wall mounted.
•
8411B telephone
The 8411B is a 10-line telephone without a display. This telephone is an
enhanced version of the 8410B telephone that has a built-in RJ11C jack, which
provides an interface to analog telephone devices (such as a telecopier or a
modem) and an RS232 data interface for PassageWay Direct Connection. The
8411B has a built-in 2-way speakerphone and programmable keys. This
telephone cannot be wall mounted. This telephone is not currently sold as new.
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Telephones for the Global Marketplace
•
8411D telephone
The 8411D is a 10-line telephone with a 2-line, 24-character display. This
telephone is an enhanced version of the 8410D telephone that has a built-in
RJ11C jack, which provides an interface to analog telephone devices (such as a
telecopier or a modem) and an RS232 data interface for PassageWay Direct
Connection. The 8411D has a built-in 2-way speakerphone and programmable
keys. The 8411D has 12 additional features that are accessible via the 2-line by
24-character display and are selected by the four display-associated soft keys.
This telephone cannot be wall mounted.
•
8434DX telephone
The 8434DX telephone is a 34-button telephone with a 2-line, 40-character
display. The 8434DX has a built-in 2-way speakerphone and programmable keys.
The 8434DX has 12 additional features that are accessible via the 2-line by 40-
character display and are selected by the four display-associated soft keys. A 24-
button expansion module can be added. (The 24-button expansion module
requires power from the station or the closet.)
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Telephones for the Global Marketplace
Table 1. Differences between the 6400 Series Telephones and 8400 Series Telephones
6400 Series
Telephones
8400 Series
Telephones
Feature
Whisper Page
Group Page
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Bridged Appearance
Personal CO Line
Appearance
Directed Call Pick-up
Group Listening
Yes
Yes
Yes
Yes
No
No
Station User
Administration
Time/Day Default
Adjustable Display
Pull-out Tray
Yes
Yes
Yes
Yes
No
No
No
No
Headset without handset
offhook
1 of 2
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Telephones for the Global Marketplace
Table 1. Differences between the 6400 Series Telephones and 8400 Series Telephones
6400 Series
Telephones
8400 Series
Telephones
Feature
Dual-Purpose NEXT
button
Yes
No
Auxiliary Jack
6416D+M and
6424D+M only
Yes
Tip/Ring Interface
2 and 4 wire
Yes
Yes (8411)
Yes
2-wire only
No
RS-232 CTI Interface
AD Labeling
Yes (8411)
Yes
Yes
Active Dialing
Yes
Yes
Context-Sensitive Help
Automatic Timer
Yes
Yes
Yes
No
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Requirements
The 8400 Series telephones are compatible with all 2-wire and 4-wire DCP circuit
packs.
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Telephones for the Global Marketplace
9400 Series Digital The 9400 Series telephones (used only in selected European countries) are 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:
•
9403 telephone
The 9403 telephone is a 3-line digital telephone without a display and can be wall
mounted. This entry-level telephone is designed for users with basic call
handling requirements. The 9403 is ideal for areas where there is minimum use,
such as reception areas, copy rooms, file rooms, or warehouse locations. This
telephone has a built-in, 1-way (listen-only) speakerphone that facilitates off-
hook dialing and listening to voice mail or broadcast messages. You can add an
S201A speakerphone and use the cost-effective 9403 in a conference room. The
9403 operates in both 2-wire and 4-wire configurations.
•
9410D telephone
The 9410D telephone is a digital, multiline telephone that has 10 call
appearance/feature buttons and a 2-line by 24-character display. This telephone is
designed for users who need multiple line appearances and extensive features.
The 9410D has a built-in 2-way speakerphone and can be wall mounted. This
telephone operates only in the 2-wire DCP configuration.
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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. The 9434 has a built-in 2-way
speakerphone and can be wall mounted. A 24-button expansion module can be
added to provide 24 additional auxiliary buttons. (The 24-button expansion
module requires power from the station or the closet.) The 9434 operates only in
both 2-wire and 4-wire configurations.
Requirements
The 9400 Series telephones are compatible with all 2-wire circuit packs. The
connection is made via a 2-wire, 16-port or 24-port DCP interface card.
7300/ATL Series
Hybrid Telephones
The 7300/ATL Series telephones are multiline, hybrid telephones. Although these
telephones are supported, these telephones cannot take advantage of the latest set of
DEFINITY features. These telephones are not currently sold as new.
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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. The DEFINITY ISDN BRI telephones include models that have unique features such as call
logs and personal directories.
8500 Series ISDN
BRI Telephones
The 8500 Series telephones are multiline ISDN BRI telephones.
The following models of 8500 Series telephones are available:
•
8503T ISDN BRI telephone
The 8503T ISDN BRI telephone is ideal for staff workers, entry-level associates,
lobbies, and conference rooms. This telephone provides three buttons for call
appearances/flexible features, nine fixed feature buttons, and 12 programmable
memory-dialing locations on the dialpad keys. The 8503T can support a S201A
speakerphone or a 500A headset adapter and can be wall mounted.
•
8510T ISDN BRI telephone
The 8510T 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 the majority of your staff, conference rooms, and small
office/home office environments.
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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. The 8510T can support a Digital and Analog
SoundPoint speakerphone or a 500A headset adapter and can be wall mounted.
•
8520T ISDN BRI telephone
The 8520T ISDN BRI telephone is an all-around, multi-purpose, mid-range
telephone that provides a full array of features for very active telephone users and
busy managers, allowing quick and easy access to switch and personal features.
This telephone is ideal for managers, conference rooms, and small office/home
office environments.
The 8520T provides 20 buttons for call appearances/flexible features, nine fixed
feature buttons, a built-in speakerphone, and a 7-line by 24-character display
with four control keys and 10 soft keys. The display soft keys provide access to a
personal directory of up to 144 names and number; an incoming call log that
captures caller information from the 20 most recent incoming answered calls, the
20 most recent unanswered calls, and the 20 most recent outgoing calls; display
contrast adjustment, ringer pattern selection, self-test, clock setting, and a 3-digit
password lock. The 8520T also has an integrated data board that supports an
application programming interface (API) that gives users the option of increasing
the capabilities of their system by creating a variety of PC applications. The
8510T can support a Digital and Analog SoundPoint speakerphone or a 500A
headset adapter.
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Telephones for the Global Marketplace
•
8528T ISDN BRI telephone
The 8528T ISDN BRI telephone is an all-around, multi-purpose, mid-range
telephone that provides a full array of features for very active telephone users and
busy managers, allowing quick and easy access to switch and personal features.
This telephone is ideal for executive assistants, top-level managers, conference
rooms, and small office/home office environments.
The 8528T provides 28 buttons for call appearances/flexible features, nine fixed
feature buttons, a built-in speakerphone, and a 2-line by 24-character display
with four control keys and 10 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. The 8528T can support a Digital and Analog
SoundPoint speakerphone or a 500A headset adapter.
Analog (Single-Line) Telephones
Single-line telephones are an economical choice for users who do not handle many calls and do not use
modems and fax machines extensively.
All signals between analog telephones and the DEFINITY system are analog over a pair of wires. Only one
incoming call can ring at a time, but the telephone can actually handle two calls — one active and one on
hold. Depending on the particular telephone, you can alternate between two calls or set up a three-way
conference using the switchhook or flash button. You can access DEFINITY voice features by either
entering access codes from your touch-tone keypad or pressing feature buttons.
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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:
•
6210 telephone
The 6210 telephone is a single-line analog telephone that can be wall mounted.
This telephone has a built-in Data jack that allows a user to bridge a fax machine,
modem, or laptop computer onto the single analog line.
•
6220 telephone
The 6220 telephone is a single-line analog telephone that can be wall mounted.
This telephone has a built-in Data jack that allows a user to bridge a fax machine,
modem, or laptop computer onto the single analog line. The 6220 also has 10
speed dial buttons and a 2-way speakerphone.
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Telephones for the Global Marketplace
8100 Series Analog The 8100 Series telephones are single-line analog telephones that require one tip-
Telephones
and-ring pair for operation. These telephones are not currently sold as new.
There are several models of 8100 Series telephones:
•
8101M telephone
The 8101M telephone is a single-line analog telephone that contains a Message
light, selectable personalized ringing pattern, and a Data jack. This telephone
allows users to access system features with the Flash button.
•
8101 telephone
The 8101 telephone is a single-line analog telephone that contains a Message
light, selectable personalized ringing pattern, and a Data jack. This telephone
allows users to access system features with the Flash button. The 8101 provides
the added features of automatic redial, (with a Redial button) and a Hold button.
•
•
8102M telephone
The 8102M telephone is a single-line analog telephone that contains 12
programmable dialing buttons, automatic redial, selectable personalized ringing
pattern, a Message light, a Hold button, a Data jack, and an Adjunct jack. This
telephone allows users to access system features with the Flash button.
8110M telephone
The 8110M telephone is a single-line analog telephone that contains 12
programmable dialing buttons, automatic redial, selectable personalized ringing
pattern, a Message light, and a Hold button. This telephone also has a built-in
speakerphone. The 8110M allows users to access system features with the Flash
button.
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Telephones for the Global Marketplace
9100 Series Analog The 9100 Series telephones are cost-effective analog telephones (sold outside North
Telephones
America only). These telephones are not currently sold as new.
There are three models of 9100 Series telephones:
•
9101 telephone
The 9101 telephone has the following features:
~ standard alphanumeric dial pad
~ convenient pulse or push-button tone dialing
~ a fully modular connection that provides maximum ease of installation
~ telephone-line powered, unaffected by power interruption
~ easily installed on desk or table
~ user-selectable ringer volume and pitch control
~ flashing ringer light that indicates an incoming call
~ flashing Message light
~ Flash button for accessing system features such as Hold and Transfer
9103 telephone
•
The 9103 telephone has the following features:
~ convenient pulse or push-button tone dialing
~ a fully modular connection that provides maximum ease of installation
~ battery backup in case of power interruption
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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
~ Last Number Redial feature
~ Save feature, which enables you to save a number in memory for a temporary
period of time
•
9110 telephone
The 9110 telephone has the following features:
~ convenient pulse or push-button tone dialing
~ easily installed on desk or table
~ hands-free 2-way speakerphone
~ ten memory-dialing buttons to which you can program 20 memory-dialing
numbers
~ flashing ringer light that indicates an incoming call
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Telephones for the Global Marketplace
~ flashing Message light
~ Flash button for accessing system features such as Hold and Transfer
~ Last Number Redial feature
~ Save feature, which enables you to save a number in memory for a temporary
period of time
~ Mute button
~ Speaker volume control
~ user-selectable ringer volume and pitch control
~ user-adjustable speakerphone volume control
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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.
•
DEFINITY PC Console Release 2.0 or later
DEFINITY Attendant Console
The DEFINITY Attendant Console is a digital call-handling station with push-button control that enables
your call attendants to answer calls, to place calls, and to manage and monitor some system operations. The
Attendant Display shows call-related information that helps the attendant to operate the console. Attendants
may select one of several available display languages.
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Attendant Consoles
DEFINITY PC Console
The DEFINITY PC Console is a software application that enables your call attendants to handle incoming
calls efficiently by personal computer. Using the familiar Microsoft® Windows® graphical interface, the
attendants can easily keep track of how long callers have been on hold and for whom they are waiting.
Attendants can monitor up to six calls at once. They need not fumble with pen and paper when handling
calls, as they can make notes on their computers about what each caller needs. All this contributes to making
a favorable first impression with your customers. Having the call processing software on the same computer
with spreadsheet, word processing, or other software enables the attendants to stay productive between calls.
Your company directory is displayed on screen with busy extensions shaded. A variety of search functions
are available, so attendants can find names and extensions easily. On-line telephone identification enables
attendants to identify employees quickly. Calls are transferred with the press of a button. On-line help makes
it easy for attendants to remind themselves how to use the system.
The PC Console is easily customized, so even if attendants from different shifts share the same computer,
they can each preserve their preferences in the call processing environment. The PC Console is available in
English, Dutch, Spanish, French, German, Italian, and Portuguese. If a Spanish-speaking attendant takes
over for a French-speaking attendant, for example, a single press of a button converts all labels, error
messages, and on-line help to Spanish.
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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. The space required to support PC Console depends
on the number of users you are supporting, the amount of information stored
for each person, and whether you will include each person’s photograph in PC
Console.
•
•
any of the following operating systems:
~ Microsoft Windows 3.1 or later (R2.0 only)
~ Microsoft Windows for Workgroups 3.11 or later (R2.0 only)
~ Microsoft Windows 95
~ Microsoft Windows NT
~ Windows 98 (R3.0 only)
a 2- or 4-wire DCP telephone with a PassageWay adapter, an 8411 telephone, a
CALLMASTER IV, a CALLMASTER VI, a 6424D+M telephone, or a
6416D+M telephone.
•
•
local adjunct power (depending on your telephone)
PassageWay Direct Connection
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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
security devices
call accounting systems
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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. During a power failure, the UPS
battery activates, supplying power for a limited amount of time.
•
Surge Protectors
Surge protectors help protect PCs, fax machines, and other equipment from
electrical surge damage. AC Protectors prevent voltage surges from entering the
system via the AC utility line. Line Protectors prevent voltage surges from
entering the system via incoming central office (CO) lines or via wiring for
telephones (tip and ring) that extend to or from another building (In-Range Out-
of-Building).
•
Terminal Power Supplies
Terminal Power Supplies provide local power for telephones and adjuncts that
require additional power (for example, DCP telephones with headset adapters
and adjunct speakerphones).
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On Hold and Delayed Announcement Systems
On Hold and Delayed Announcement Systems
Lucent Technologies offers the following external announcement systems for DEFINITY ProLogix
Solutions:
•
Magic On Hold® Express Systems
Magic On Hold Express systems provide businesses with fully customized,
professionally produced announcements for customer-specific “on hold”
environments. The professionally produced announcements are delivered
remotely to your company directly from the production studio. Production
options include legally licensed background music and/or customized
information messages that play when a caller is placed on hold or in queue.
•
Magic On Hold Systems
Magic On Hold systems provide businesses with up to 3 minutes of continuous
radio programming for customer specific on hold environments. Production
options include legally licensed background music and/or customized
information messages that play when a caller is placed on hold or in queue.
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Headsets
•
Professional Announcement Recordings
Professional announcement recordings (PARs) enhance Auto Attendant,
Automatic Call Distribution (ACD), and Integrated Voice Response (IVR)
applications. Professional announcement recordings greet and guide business
callers using crisp, clear, and concise voice messages that help optimize the
caller’s personal perception of automated communications. With professional
announcement recordings, callers hear professional productions that deliver
important information.
•
Delay Announcement Systems
Delay announcement systems provide announce only, information
announcement, in-queue announcement, and broadcast messaging for businesses
with automatic messaging applications. These systems enhance the image of
your business by helping to prevent the callers from feeling abandoned during the
call.
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.
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Audio and Visual Paging
Audio and Visual Paging
Lucent Technologies provides overhead voice paging equipment that enables telephone users to make
announcements by simply speaking into the handset of their telephone. DEFINITY ProLogix Solutions can
support as many as nine paging zones, and one zone can be set up to activate all zones at the same time.
(A zone is the location of the loudspeakers: for example, conference rooms, warehouses, or storerooms.)
Visual paging includes indoor LED message display signboards, wireless keyboards for sign programming,
connector kits for integrating with the PagePac Plus® equipment, and optional software for “ad-hoc” visual
message programming.
Alerts and Sensors
Lucent Technologies provides a complete product line of alerts and sensors for your business. With alert
devices, you can 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.
Sensor devices detect and analyze central office ringing signals to determine if the signal is a standard voice,
data, or fax call. Once it determines the type of signal, the sensor device routes the call to the appropriate end
point.
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External Speakerphones
External Speakerphones
External speakerphones are available for providing total telephone operation without the use of the handset.
Turning on the speakerphone is equivalent to lifting the telephone handset when placing or answering a call.
Turning off the speakerphone is equivalent to hanging up the handset. Although the majority of Lucent
telephones have built-in speakerphones, external speakerphones are the preferred solution for use in large
conference rooms.
Security Devices
To help secure your DEFINITY ProLogix Solutions, Lucent Technologies provides the following products:
•
Access Security Gateway (ASG)
The Access Security Gateway (ASG) offers a more secure alternative to static
login password authentication when the DEFINITY ProLogix system is accessed
remotely. Using an encryption algorithm, the Access Security Gateway provides
session-based challenge and response technology to secure access to the
DEFINITY ProLogix system’s remote maintenance and administration port,
system administration terminal, and NET CON channels.
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Security Devices
The Access Security Gateway consists of two components:
~ Access Security Gateway Guard
The Access Security Gateway Guard protects the DEFINITY ProLogix
system from unauthorized access. When users attempt to access the ProLogix
system remotely, the Access Security Gateway Guard prompts the users to
enter their login ID and then issues a challenge. Using the Access Security
Gateway Key, authorized users are able to provide the correct response to the
challenge issued by the DEFINITY ProLogix system. The challenge issued by
the DEFINITY ProLogix system and the response that the system expects are
constantly changed, helping to prevent unauthorized users from accessing the
DEFINITY ProLogix system.
~ Access Security Gateway Key
The Access Security Gateway Key enables authorized users to access the
DEFINITY ProLogix system remotely. When the Access Security Gateway
issues a challenge, users must enter the challenge into the Access Security
Gateway Key to receive the correct response to the challenge. The users then
enter the response to the Access Security Gateway Guard to access the
system.
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Security Devices
•
Remote Port Security Device
The Remote Port Security Device is a single-line dial-up port protection system
that prevents unauthorized access to a host resource. Host resource dial-up ports
are protected by installing the Remote Port Security Device Lock on the analog
telephone line leading to the port. Access is provided only when the calling party
uses the Remote Port Security Device Key, a unit that is installed on the analog
telephone line at the calling party end.
The Remote Port Security Device works with all data communications protocols
and can be used in the following applications:
~ protecting organizations with remote and home offices that communicate over
the public telephone network via dial-up lines
~ safeguarding companies that administer their communication and voice
processing systems remotely from their office headquarters, helping to ensure
that critical network routing information, traffic data, and PBX feature
translations are not compromised
~ controlling dial-up access by suppliers that provide remote maintenance
services ensuring that only the service provider has access to the maintenance
ports
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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. Designed in the industrial-strength, on-line, dynamic
server-based Informix NT, this application is unmatched in its performance and
speed.
Telecommunications Management System provides a full 32-bit seamless
application that targets client/server environments that use local area networks
(LANs) and wide area networks (WANs). Telecommunications Management
System is ODBC compliant and uses MAPI/TAPI conventions.
Telecommunications Management System is a fully distributed network-based
product.
Telecommunications Management System can support as many simultaneous
users as you require and is offered in various modules that include call
management (call accounting), asset management (inventory control), and
service management (work/service orders). Telecommunications Management
System also has a Cable Management offer that is available with either CAD or
non-CAD capabilities.
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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.
You can generate reports that identify:
~ most frequently dialed numbers
~ most expensive calls
~ longest duration calls
In addition, you can search the accounting data for a great variety of information,
including dialed numbers, partial numbers, dates, times, call types, departments,
and calling extensions.
You can define up to five levels of reporting hierarchy to which you can assign
costs. The system archives your data for one accounting period. A flexible
markup capability allows service businesses to adjust call pricing for each client.
Call Accounting System for Windows can generate twenty standard historical or
real-time reports from as many as 100 locations and 10,000 stations. An
individual system is capable of polling different types of call detail storage units
or other Call Accounting System for Windows systems. The remote systems
forward call records and alarms as they are generated.
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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.
•
Call Accounting System NT
Call Accounting System NT has equivalent functionality as Telecommunications
Management System, but only offers call accounting. Call Accounting System
NT is a LAN/WAN-based application that supports customers with multi-user
requirements. It is offered at a base size of 500 stations, but can be upgraded in
500 station increments.
CAS NT is supported with a mandatory professional service offer for on-site
installation, initialization, and training provided by the vendor. CAS NT supports
up to 50 sites, 5000 stations, and 5 simultaneous users. Hacker Tracker is also an
available option.
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Call Accounting Systems
•
INTUITY Call Accounting System
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. (For more information on INTUITY products,
see Chapter 4, “Messaging/Voice Response Solutions.”) Offering many of same
features as the Call Accounting System for Windows, the system also serves to
help integrate your INTUITY applications.
You can use the INTUITY Call Accounting System to optimize DEFINITY
ProLogix Solutions’ resources, detect toll fraud, and allocate costs. More creative
applications of the system’s reporting capabilities include:
~ measuring response of advertising campaigns by assigning an account number
for the media (radio, television, etc.) that prompted incoming calls.
~ increasing productivity by tracking the costs of telemarketing and customer
service calls
~ detecting and finding the cause of abandoned calls
The system can handle up to 500 extensions.
INTUITY Call Accounting System also supports an optional Hacker Tracker
module.
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Solutions
With less than 30 percent of person-to-person business calls reaching the intended party on the first attempt,
day-to-day business can be frustrating. Integration with Lucent Technologies’ multimedia messaging
products can help ensure that important calls are not lost.
Lucent Technologies’ multimedia 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.
DEFINITY ProLogix Solutions supports the following multimedia messaging and voice response solutions:
•
•
•
•
•
INTUITY AUDIX Multimedia Messaging System (Release 4.3 or higher)
INTUITY Message Manager
DEFINITY AUDIX Voice Messaging System
INTUITY Conversant Voice Information System
Octel 100
Integrating each of these products with your DEFINITY ProLogix Solutions measurably reduces overhead
costs and improves efficiency — while ensuring that important calls are not lost.
Note: Some applications and products are unavailable in some countries. Please check with your local
distributor for further information about which features and applications are available to you.
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Messaging Systems and Call Coverage
Messaging Systems and
Call Coverage
The INTUITY AUDIX system and DEFINITY AUDIX system can be set up as the last points on a coverage
path. Calls are then redirected to AUDIX if they are not answered by a previous station on the path. In
addition, a secretary or messaging agent who answers a call can transfer a caller to the AUDIX system
“mailbox” of the original called party upon request. The caller may prefer to leave a voice mail message if
the message is personal, lengthy, or highly technical.
Many other options are available for maximum flexibility. For example, a caller can choose to transfer from
the system to an attendant or operator. Or the caller can transfer to another extension instead of leaving a
message. Your company can choose to have an automated attendant answer calls to the company and direct
these calls to the right department quickly, so callers do not have to wait on hold. With an automated
attendant, callers can be instructed to enter keypad commands to direct the call to the appropriate point. This
feature gives customers choice and control. It also enables you to make the most effective use of your
personnel, while still providing your customers with the service they expect.
Integrating each of these products with your DEFINITY ProLogix Solutions measurably reduces overhead
costs and improves efficiency — while ensuring that important calls are not lost.
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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. The DEFINITY ProLogix Solutions system is a server, and the
Lucent INTUITY system is a client that always initiates the communications session.
This link uses a LAN circuit card installed in the Lucent INTUITY system and a C-
LAN circuit pack (TN799) installed in the DEFINITY ProLogix Solutions system.
The two systems use TCP/IP and a specialized DEFINITY protocol to communicate.
The LAN link provides the same functionality as a DCIU link.
Note: The DEFINITY ProLogix Solutions system must have Release 7 or later
software and must be equipped with a C-LAN circuit pack (TN799). The
Lucent INTUITY system must be Release 4.4 or later and must be
equipped with a LAN interface card.
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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. The Lucent INTUITY
(PPP) provided by the other ports. The other ports can be used for other DEFINITY
systems for PPP connections as part of a DCS network. (See Chapter 10 for further
details about DCS using C-LAN.)
Mode Code
The mode code (in band) link allows the Lucent INTUITY system and a DEFINITY
ProLogix Solutions system to communicate using the same analog telephone lines
that connect the two systems for call answer and message retrieval. This integration
uses touch-tone signaling, call-progress signals, and switch hook flashes over the
ordinary tip and ring analog wiring to transfer information about the telephone call
between the two systems. This integration does not require a separate link as needed
for LAN integrations.
Table 2 summarizes the features available with the different types of integrations for
DEFINITY systems.
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Messaging Integration
Table 2. Comparison of Integration Types
Function
LAN
Mode Code Mode Code Notes
Connection Information:
Calling Party ID
Called Party ID
Yes
Yes
Yes
Yes
Yes
Yes
Internal vs.
Can provide internal and external
personal greetings
External Call
Direct vs.
Redirected Call
Yes
Yes
Yes
Yes
Yes
No
No
No
Busy vs. No
Answer
Cannot provide personal greeting for
busy/no answer.
Call Disconnect
Message
Mode Code uses “wink” on line.
Distributed
Communications
Networking
1 of 3
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Messaging Integration
Table 2. Comparison of Integration Types
Function
LAN
Mode Code Mode Code Notes
MWI Control
Message Waiting
Indicator (MWI)
Status
Yes
No
Cannot provide “Integrated
Notification” of new messages in other
services, such as Message Center or
LWC on switch.
MWI On/Off
MWI Audit
Yes
Yes
Yes
No
Can refresh one at a time.
Transfer Type
Transfer Out of
AUDIX
Enhanced
NA
Basic
NA
Basic transfer via switch-hook flash.
Possibility of toll fraud.*
Transfer Into
AUDIX
Functionality is provided by switch.
Maintenance Features:
Call Screening/
Bridging
No
No
*R for Call Answer Yes
Yes
2 of 3
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Messaging Integration
Table 2. Comparison of Integration Types
Function
LAN
Mode Code Mode Code Notes
Busy Out Voice
Ports
Yes
No
No
No
“Link Alive”
Messages
Yes
Time of Day Clock Yes
Sync
DCS Transparency
Yes
No
Future work for Mode Code switches.
Not dependent on switch integration.
Digital Networking NA
NA
3 of 3
* With “Basic Transfer”, calls transferred to the switch look like direct calls from the Lucent INTUITY system.
They follow the switch's coverage path for the “transfer-to” destination. With “Enhanced Transfer”, the Lu-
cent INTUITY system provides the original calling and called party information, along with an indication
of whether or not the switch should allow the call to follow the coverage path for the destination endpoint.
Since basic transfer does not provide this information, it can potentially increase the risk of toll fraud. Al-
ways monitor your system for evidence of toll fraud and take corrective action immediately if you suspect
that there may be a problem.
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Centralized Messaging vs. Networked Messaging
DEFINITY AUDIX
The DEFINITY ProLogix Solutions system also supports the DEFINITY AUDIX Release 4.0 system,
which is integrated with the DEFINITY ProLogix Solutions system using Displays Set Integration.
DEFINITY AUDIX Release 4.0 requires only one slot when slot 6 is used, otherwise it is a two-slot board.
Centralized Messaging vs. Networked Messaging
If your company has multiple DEFINITY ProLogix Solutions and/or other DEFINITY ECS systems, you
can implement a multimedia messaging system (such as the INTUITY AUDIX system) in a centralized
and/or a networked environment. With Release 7.1 DEFINITY software, DEFINITY ProLogix Solutions
can now be a hub in a shared voice mail environment.
In a networked environment, two or more multimedia messaging systems can share information to allow
messages to be shared across several DEFINITY ProLogix Solutions or other DEFINITY ECS systems.
This networking can be performed using digital line connections to the systems or via Internet TCP/IP
networking. If the DTMF Mode Code interface is used to the INTUITY AUDIX system, the amount of
information that can be exchanged with the message is limited. For full functionality, LAN link integration
using the C-LAN TN799 board with the multimedia messaging system is recommended.
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INTUITY AUDIX Messaging Solutions
INTUITY AUDIX Messaging Solutions
Lucent Technologies INTUITY Messaging Solutions is a powerful messaging system that enables you to
record, distribute, and receive messages in various media (for example, voice, fax, and email). The system
runs on a MAP5P, MAP/40, MAP/40s, or MAP/100 computer connected to the switch and can
accommodate up to 64 voice ports and 1255 hours of stored messages. MAP/40, MAP/40s, and MAP/100
are new with Release 7.1 of DEFINITY software.
INTUITY AUDIX Release 5 supports the Mode Code analog interface connectivity and TCP/IP
connectivity. (Some INTUITY features may behave differently when you use the Mode Code interface. See
the INTUITY documentation for more information.) TCP/IP connectivity requires using the C-LAN board
with Release 7.1 of DEFINITY software.
INTUITY AUDIX Features
INTUITY Messaging Solutions offers the following features.
•
Fax Messaging enables you to handle faxes as easily as you handle voice mail.
You can send, receive, store, scan, delete, skip, or forward faxes. This feature is
fully integrated with voice messaging, so you can attach faxes to voice messages,
for example. You can also create special mailboxes for each of your fax
machines. These mailboxes accept fax telephone calls when the fax machine is
busy and then deliver the fax to the fax machine when the fax machine is
available.
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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. You can also create a voice or fax
message by telephone and send it to an e-mail recipient.
•
•
Text-to-Speech allows you listen to a voice rendering of text messages sent from
a supported e-mail system and/or INTUITY Message Manager.
Print Text enables you to print messages sent from a supported e-mail system
and/or INTUITY Message Manager.
•
•
•
Pre-Addressing enables you to address a message before recording it.
Enhanced Lists enables you to send a message to up to 1500 recipients.
Call Answer Disable enables you to turn off call answering to conserve system
resources. For example, you can create a message that tells callers they cannot
leave a message and gives them another number to call.
•
•
Transfer Restrictions enable you to control toll fraud by restricting transfers
going through the multimedia messaging system.
Shared Extensions provide personal mailboxes for each person sharing a
telephone.
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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. You can assign different messages to internal, external, or after-hours calls.
Note: This feature only works in a centralized environment. (With the Mode
Codes interface, you cannot set up separate internal and external
greetings.)
•
Priority Messaging places important messages ahead of others.
•
Outcalling automatically dials a prearranged telephone number or pager when
you have messages in your voice mailbox.
•
•
•
•
•
Priority Outcalling automatically dials a prearranged telephone number or pager
when you have priority messages in your voice mailbox.
Broadcasting enables you to send a single message to multiple recipients or to all
users on the system.
System Broadcast enables you to send broadcast messages as regular voice
messages or as messages that recipients hear as they log in.
AUDIX Directory enables you to look up the extension number of any other user
by simply entering the user’s name on the telephone keypad.
Personal Directory enables you to create a list of nicknames for quick access to
telephone numbers.
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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.
•
•
Name Record by Subscriber lets you record your own name on the system.
Automatic Message Scan can play all new messages in part or in their entirety
without requiring you to press additional buttons, which is particularly useful
when you are getting messages from your mobile telephone.
•
•
•
•
•
•
Sending Restrictions by Community enables you to limit the communities of
callers who can communicate via AUDIX Multimedia Messaging.
Group Lists enables you to create mailing lists of up to 250 people to use for
broadcasting messages.
Message Forwarding enables you to forward messages with or without attached
comments.
Name Addressing enables you to address messages by name if you do not know
the extension.
Private Messaging is a special coding feature that prevents recipients from
forwarding messages.
Leave Word Calling enables you to simply press a button on your telephone in
order to leave a standard call me message on any extension.
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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). It also works with the DEFINITY
AUDIX system. This feature requires three distinct components to operate.
•
The AUDIX server software can be purchased with the INTUITY AUDIX
system as an INTUITY Message Manager Right-to-Use. Also, this feature has
INTUITY AUDIX hardware requirements.
•
•
The Message Manager software diskettes can be purchased separately and are
installed either on each user’s PC or on a LAN server.
The local area network is wholly owned and maintained by the customer and
must meet certain requirements for the INTUITY Message Manager feature to
work.
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INTUITY Message Manager
Message processing features available at a subscriber’s PC with INTUITY Message Manager include:
•
•
looking at up to sixteen message headers at a time and listening to messages in
the order you choose. For subscribers who get many messages, this provides an
easy way to view and prioritize messages.
ability to send and receive fax-only or voice-fax messages, to view faxes on your
PC, and optionally print faxes, text, email, and binary attachments
•
•
•
•
recording, addressing, and scheduling messages
replying to messages and forwarding messages
annotating messages with a short subject line
setting up AUDIX mailing lists on-line with easy text entry and editing. You can
see the lists on-line and print lists on any local or network printer.
•
setting up personal greetings, multiple personal greetings, or multilingual
greetings on-line makes it easier for you to manage and maintain your greetings,
and annotating your greetings helps jog your memory
•
•
•
browsing the subscriber directory
administering Outcalling notification on-line with easy text entry and editing
storing (archiving) voice messages on your PC for a permanent record of voice
mail when needed
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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. Subscribers can use the system 24 hours a day, sending and retrieving
messages from any touch-tone telephone. And the AUDIX system helps to protect sensitive information by
requiring users to enter a combination of subscriber login codes and passwords to access the system.
Whenever you call the DEFINITY AUDIX system, you interact with it by entering commands through your
telephone’s touch-tone keypad. You simply specify the activity, and follow the voice prompts for the specific
task.
The DEFINITY AUDIX system gives small- to medium-sized businesses full voice messaging performance
in a streamlined, cost-effective package. The result is high-performance voice messaging no matter what
your business size.
Each DEFINITY AUDIX system supports up to 2000 mailboxes and stores up to 100 hours of recorded
messages. It can be configured with 2 to12 ports (in 2-port increments) with no digital networking, or 2 to 8
ports (in 2-port increments) with digital networking.
The system includes such features as multiple personal greetings, full-functioned automated attendants,
outcalling for message notification, and multiple language support. The DEFINITY AUDIX system
includes both analog and proprietary digital networking software, which allows it to exchange voice
messages, subscriber profiles, and message status information with other voice messaging systems.
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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.
•
Connecting to the DEFINITY Communications System backplane provides
direct access to switch interfaces such as time slots, signalling mechanisms, and
power feeds.
•
•
Bypassing analog ports and digital conversions provides a more efficient, higher
quality call storage process.
Using the same terminal with look-alike screens to administer both the switch
and the DEFINITY AUDIX system allows faster training and better
performance.
•
You can use the DEFINITY ProLogix Solutions maintenance strategy with the
DEFINITY AUDIX system to allow remote maintenance by the same team that
maintains the switch.
While many voice messaging systems require separate equipment and connections, the DEFINITY AUDIX
system easily installs directly into your DEFINITY ProLogix Solutions cabinet to support advanced voice
messaging capabilities without the need for an adjunct processor.
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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. The components mounted on the board include the central
processing unit, the small computer system interface unit that supports the magneto-optical disk and hard
disk, the digital signal processor complex that does speech processing, and the time-slot interfaces for the
switch.
An external modem is required for remote maintenance. The DEFINITY AUDIX system operates by
emulating a switch digital port board.
DEFINITY AUDIX Features
Special voice-processing features include Voice Mail, Call Answering, Outcalling, Multi-Level Automated
Attendant, and Bulletin Board. The following is a summary of DEFINITY AUDIX capabilities.
•
Shared Extensions provides personal mailboxes for each person sharing a
telephone.
•
Multiple Personal Greetings enables 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. You can assign different messages to internal, external, or after-hours calls.
•
Priority Messaging places important messages ahead of others.
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DEFINITY AUDIX Voice Messaging System
•
•
•
•
•
•
•
•
Outcalling automatically dials a prearranged telephone number or pager when
you have messages in your voice mailbox.
Priority Outcalling automatically dials a prearranged telephone number or pager
when you have priority messages in your voice mailbox.
Broadcasting enables you to send a single message to multiple recipients or to all
users on the system.
System Broadcast enables you to send broadcast messages as regular voice
messages or as messages that recipients hear as they log in.
AUDIX Directory enables you to look up the extension number of any other user
by simply entering the user’s name on the telephone keypad.
Personal Directory enables you to create a list of nicknames for quick access to
telephone numbers.
Call Answering for 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.
•
•
Name Record by Subscriber lets you record your own name on the system.
Automatic Message Scan can play all new messages in part or in their entirety
without requiring you to press additional buttons, which is particularly useful
when you are getting messages from your mobile telephone.
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DEFINITY AUDIX Voice Messaging System
•
•
•
•
•
•
•
Sending Restrictions by Community enables you to limit the communities of
callers who can communicate via the AUDIX Voice Messaging System.
Group Lists enables you to create mailing lists of up to 250 people to use for
broadcasting messages.
Message Forwarding enables you to forward messages with or without attached
comments.
Name Addressing enables you to address messages by name if you do not know
the extension.
Private Messaging is a special coding feature that prevents recipients from
forwarding messages.
Leave Word Calling enables you to simply press a button on your telephone in
order to leave a standard call me message on any extension.
On-Line Help provides you with instant access to voiced instructions at any time
when you are using the system.
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INTUITY CONVERSANT
INTUITY CONVERSANT
The INTUITY CONVERSANT Voice Information System is an interactive voice-response system that
automates telephone-call transactions from simple tasks like routing calls to the right department to complex
tasks such as registering college students or providing bank balances. It communicates with customers in
natural-sounding, digitally recorded speech. And it performs — 24 hours a day and without the services of
an operator.
The system can handle single or multiple voice-response applications simultaneously, and can serve up to 48
callers at once. It can operate by itself to dispense information or collect data, or it can work with a host
computer to access a large database such as bank account records. With its speech-recognition capability,
even rotary telephone users can have access to sophisticated telephone-based services. Advanced telephone
features provide intelligent call-transfer capabilities and allow you to use the system in your existing
telephone environment.
The system’s speech-recognition feature offers speaker-independent recognition of strings of digits and a
standard vocabulary consisting of the digits 0 through 9, “oh,” “yes,” and “no.” With speaker-independent
speech recognition, the system understands virtually any caller speaking American English. This differs
from speaker-dependent recognition, which understands only one particular speaker.
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INTUITY CONVERSANT
INTUITY CONVERSANT Voice Information System also supports a text-to-speech option, a leading-edge
technology developed by AT&T and Lucent Technologies. Text-to-speech uses computer-generated
synthesized speech to help you automate applications that were previously impractical to implement with
prerecorded digitized speech. It is particularly useful for applications that require access to large-volume
databases or for applications that access information that frequently changes. The feature has built-in
intelligence that enables it to
•
read abbreviations accurately. For example, “Dr.” is spoken as “doctor” or
“drive,” depending on the context in which it occurs, and
•
read numbers accurately. For example, the ZIP code, “11423,” would be read,
“One-one-four-two-three,” and not as, “Eleven thousand four hundred twenty
three.”
You can also create new applications for the system by using the optional, easy-to-use CONVERSANT
Script Builder, a menu-driven application development software package that gives you the tools to create a
custom voice-response application.
INTUITY CONVERSANT Voice Information System is installed on the MAP/100 platform, which
provides support for many advanced features, such as speech recognition, text-to-speech, and ISDN
capability.
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Octel 100
Octel 100
Octel 100 is a highly integrated multimedia voice and fax messaging system designed specifically for small
and mid-size businesses. By improving voice and fax communication, Octel 100 reduces wasted employee
time and thereby cuts customer costs.
Octel 100 helps you:
•
•
improve customer service by being more accessible and responsive to customer
calls and messages
enhance productivity by enabling employees to handle voice and fax messaging
in a single mailbox
•
•
•
•
lower operations costs through networked messaging
simplify messaging system management
keep messages secure
protect the messaging system investment through scalability to 16 ports
Octel 100 Features
Here are some of the features of the Octel 100 system:
Call Routing V-Trees enable callers to route their own calls via touch-tone
keypad.
•
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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. All responses to an interview V-Tree are
grouped in a single voice message for playback by the mailbox owner.
Call Screening asks for and announces the caller’s name to the called party who
can accept or reject the call or redirect it to another extension. If the called party
rejects the call, the system informs the caller there was no answer at the extension
and offers the caller the option of leaving a message, transferring to another
extension, speaking with an operator, or disconnecting. This feature requires
supervised transfers.
•
•
Extension Directory allows callers who don’t know the extension number of the
person or department they need to reach access the system’s employee or
departmental directory via touch-tone keypad. Once the caller locates the correct
party, the system automatically routes the call.
Fax Mail allows users to retrieve faxes in their mailboxes at their
convenience—just like voice mail. When they’re in the office, users need just a
single key press to direct the fax messages to the default fax machine. Faxes
retrieved through Visual Mailbox can also be directed to print on a printer
attached to the user’s PC. When they’re out of the office, users can enter the
telephone number of the nearest fax machine and receive fax messages
immediately.
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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. Users can select the days and time frames when they want to be
notified (for example, Monday through Friday, 10:00 am to 8:00 pm), the number
where they want to be called, and whether they want to be notified for all
messages or for urgent messages only.
•
•
Visual Mailbox gives users a Microsoft Windows-based graphical view of their
mailboxes so they can use PCs to perform many of the same tasks they now
perform on their telephones.
Visual Architect™ gives system managers a graphical interface for creating V-
Trees in system and user mailboxes using tools such as pull-down menus,
toolbars, and point-and-click mouse operations. System managers record
prompts to accompany the V-Trees using V-Edit™, Octel 100 Messaging’s
powerful integrated voice editor.
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Issue 2 June 1999 4-24
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. Additional DEFINITY features politely keep callers waiting in queue
(a holding place for incoming calls) informed about how long it will probably take to process the call.
Detailed call statistics are constantly available to the agents and their supervisors.
Calls coming into your DEFINITY ProLogix Solutions call center are queued up and routed based on
information that the system continually acquires. Each of your customers can be presented with a variety of
options for leaving a voice message, leaving a fax, or monitoring the status of his or her call. Using
CONVERSANT voice response software, the system can even respond appropriately to spoken information.
This section describes DEFINITY ProLogix Solutions call-center capabilities:
•
•
•
•
•
CentreVu Call Management System (CMS)
CentreVu Supervisor
CentreVu Explorer II
Automatic Call Distribution, which manages call traffic and work flow
Basic Call Management System, which provides call management reporting for
smaller call center operations
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•
•
System
to set up a call center
•
•
•
CentreVu Virtual Routing
CentreVu Advocate
CentreVu Compact Call Center Drop In packages
DEFINITY ProLogix Solutions provides an applications platform that consists of several elements. When
these elements are integrated to meet your business requirements, you will have the advanced call
distribution and management capabilities that will deliver the performance and growth necessary for your
business success.
Note: Some applications and products are unavailable in some countries.
Please check with your local distributor for further information about
which features and applications are available to you.
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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. Call center supervisors and managers can answer questions about call
handling, agent workload, and traffic capacities to create a call center that delivers maximum productivity
while controlling expenses.
CentreVu CMS offers you one of the most comprehensive and advanced call center management systems in
the industry. CentreVu CMS has sophisticated control mechanisms and reporting capabilities for effective
management of call centers of all sizes, including multi-location operations. CentreVu CMS provides a
comprehensive array of real-time and historical reports on virtually every aspect of call center operations.
Managers can get real-time reports, updated as often as every three seconds, and historical reports that
summarize call data into daily, weekly, or monthly totals. Enhanced features built into the standard software
include customization of real-time and historical reports, exception notification, and the ability to design,
test, change, and store call vectors in real-time. These features allow your call center managers to fine tune
the call center on the fly to maintain peak performance levels. You will be able to quickly:
•
•
•
•
•
•
Analyze trends
Establish performance benchmarks
Plan new marketing or customer service campaigns
Match personnel resources to caller volumes and skill needs
Identify areas for productivity gains and cost savings
Identify training needs by agent and application
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CentreVu Supervisor
Optional features include Multiple ACD reports and “what if” forecasting. CentreVu CMS provides the
information needed to manage the people, traffic load, and equipment in an ACD environment.
CentreVu CMS operates on a Sun SPARCserver or Ultra enterprise 3500 platform with a high performance
RISC processor in conjunction with the ACD features of CentreVu Call Center. Status information is sent to
CentreVu CMS from the DEFINITY ECS while ACD activities are in progress. This information includes
specific event data on calls by agent, agent group, station, queued calls, trunks, trunk groups, and agent
actions. With optional Call Vectoring, vector and Vector Directory Number (VDN) data is also tracked and
stored. CentreVu CMS provides the information needed to manage the people, traffic load, and equipment in
an ACD environment.
CentreVu Supervisor
Now you can view your call center through a user friendly, Graphical User Interface (GUI). With CentreVu
Supervisor, the powerful capabilities of CentreVu Call Management System (CMS) are expanded to provide
a variety of administrative tools and reports to maximize your call center performance. CentreVu Supervisor
enables you to:
•
generate status reports in full customizable color graphical formats that are easy
to interpret at a glance
•
perform administration tasks easily with the use of a mouse versus a series of
commands
•
•
run other PC applications while actively monitoring call center conditions
create thresholds for each individual supervisor or manager
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CentreVu Supervisor
•
connect to a LAN. This also allows a CentreVu Supervisor users to print reports
on any network printer for which the user has permissions.
•
•
•
view reports on the Web, which saves time and distribution costs
schedule reports, printing and other administrative operations at a later time
access multi-site, real-time reporting for optimal call center management
CentreVu Supervisor gives call centers access to these capabilities from the convenience of desktop PC
supported by Windows 95, Windows 98, or Windows NT 4.0.
The recommended PC configuration to support Call Center client applications in a Windows environment
is:
•
•
•
Processor: Pentium 133 MHz or faster
RAM: 48 megabytes
Resolution: SVGA with a graphics adapter supporting 16-bit color (64K colors)
or higher, with 800x600 resolution or higher
•
•
Available free disk space: 30 megabytes or more before installation of CentreVu
Supervisor (English)
Communications: TCP/IP protocol stack
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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:
•
Cradle-to-Grave Reporting
All queries result in the return of accurate information produced by your call
center. With CentreVu Explorer II, you have a complete view of all touch points
for the caller, including the number of times a caller was transferred or placed on
hold plus total hold and call handling time for the caller for months and even
years after the actual call was received!
•
•
Continuous Query Engine
CentreVu Explorer II delivers a tool that enables thousands of query
combinations to transform your current call center information into strategic
knowledge.
Reporting Engine
Common queries can be created and shared with all system users for efficient and
consistent reporting.
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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).
•
•
Abandon Caller Analysis
CentreVu Explorer II provides details not only for callers who abandon in queue,
but also those callers who abandon while placed on hold by the agent. Without
expensive custom software, information is rarely available regarding callers who
abandon in the call center.
Special Call Treatment Analysis
Unique call events such as calls marked as malicious, having audio problems, or
those which were service observed, are tracked and stored.
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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. CentreVu Explorer II enables you
to track how each and every incoming call was handled. You can use your Windows-based workstations
with an industry-standard Web browser to connect to the LAN and use the CentreVu Explorer II Graphical
User Interface (GUI) to access the local data base and access details such as how many times the call has
been put on hold, or transferred, and by whom. With CentreVu Explorer II, your call center managers can
select and analyze a comprehensive array of detailed call criteria, produce a variety of reports, and perform
database administration, all from the convenience of their desktop PCs.
CentreVu Explorer II transforms valuable CentreVu Call Center information into powerful knowledge. With
CentreVu Explorer II you can feel confident you’re making informed decisions and evaluating your business
armed with all the knowledge available to you.
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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. ACD offers a number of ways to connect the agent to a call. With most idle agent
distribution, an incoming call is routed to the agent who has been available for the longest time, resulting in
balanced workloads for agents.
Agents in an ACD environment are assigned to a hunt group, a group of agents handling the same types of
calls. DEFINITY ProLogix Solutions supports up to 99 different hunt groups. Each hunt group has
associated trunks, stations, recordings, and queues. You can assign many ACD features on a per-hunt group
basis to meet the different needs of diverse agent groups. You can link a telephone number to an ACD hunt
group by associating a published number (often an 800 number) with the hunt group extension number of
the hunt group.
In the Figure 2 example of a travel agency, Hunt Group A receives calls only when agents are available since
it has no queue. Calls to Hunt Group B can be queued while agents are unavailable, and redirected to Hunt
Group C if not answered within an administrable time. Calls to Hunt Group C are redirected to voice mail if
not answered within an administrable time.
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Automatic Call Distribution (ACD)
Figure 2. A Basic Example of Automatic Call Distribution
1)
2)
3)
4)
DEFINITY ProLogix Solutions
Incoming Lines
5)
6)
7)
8)
Group C: General Information
Queues
Group A: Business Travel
Group B: Personal Travel
Call Coverage to Group C
Voice Mail
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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. The call can then be connected to music to let the caller know that the call has not been
dropped; it can be sent to a coverage path; or it can be connected to another announcement.
You can set a maximum queue length in a group to anywhere from 0 to 999 calls, and you can establish a
queue warning level. If the preset maximum queue length is reached, additional incoming calls are
redirected to a call-coverage path (if administered), ensuring that calls are routed to an extension that will
answer or are given a busy signal. A priority-queuing feature allows you to designate which calls should
receive priority; these calls override the standard first-in-first-out queuing pattern.
Two features provide for redirection of ACD hunt group calls.
•
Intraflow allows an ACD call to be redirected from one hunt group to another
through coverage paths that are assigned to determine call redirection criteria.
•
Interflow allows new calls in a hunt group’s queue to overflow and be sent to
another ACD hunt group on another system using the Call Forwarding All Calls
feature. Interflow can be useful during the evening, during peak operation times,
or at other times when agents are unavailable.
ACD agents can use any DEFINITY ProLogix Solutions telephone. The CALLMASTER digital telephone
is particularly recommended to meet the needs of ACD agents. A number of special ACD agent features can
be assigned to these agents’ telephones to enable them to perform their jobs effectively. In addition, special
features are available to assist supervisors in observing and monitoring the performance of these agents.
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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.
•
•
Dialed-Number Identification Service allows agents to identify (via display
telephones) the purpose of each incoming call and greet the caller appropriately.
Automatic Available hunt group allows the CONVERSANT Voice Information
System or other “nonhuman” agent positions to be staffed automatically and
made available.
•
•
Each agent can be logged into as many as four hunt groups at a time.
Malicious Call Trace allows you to designate stations that can trace emergency or
threatening calls. When an agent receives a malicious call, the agent presses the
Malicious Call Trace button. The system gathers trace information and connects
a voice recorder to the call. All equipment used to complete the call is held up
(the call cannot be disconnected) until the feature is deactivated.
•
•
Redirection on No Answer allows an unanswered, ringing call to be redirected to
an ACD queue or to a Vector Directory Number after an administered interval.
The agent position will also be taken out of service.
Station Hunting allows calls to be routed first to the called extension, then
according to a linear, circular, or modified circular sequence of extensions. The
circular sequences work to distribute calls equitably, ensuring that there are no
overworked “first” extensions in a hunt group.
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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’ performances.
This feature offers call management control and reporting at a low cost for Call Centers of up to 200 agents.
The Basic Call Management System is ideal for companies that need call management features.
The Basic Call Management System collects and processes DEFINITY ProLogix Solutions ACD call data
(up to 7 days) within the system; an adjunct processor is not required to produce call management reports.
The Basic Call Management System provides various measurements for monitoring the operations of an
ACD application. Basic Call Management System software organizes ACD calls and call-center
measurements into functionally different reports that supply information useful for managing ACD facilities
and personnel. The reports can be displayed on the system administration terminal in real time, printed
immediately, or scheduled for printing at a later time via the Report Scheduler feature.
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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
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Basic Call Management System Vu
Basic Call Management System Vu
BCMS Vu Release 2 is a 32-bit software application that runs on Windows 95 and Windows NT 4.0 or later
and works with the Basic Call Management (BCMS) software. (BCMS Vu does not support Windows 3.1 or
later or Windows for Workgroup 3.11 or later.) Using BCMS Vu, Call Center managers can:
•
capture BCMS historical data and store the data on the PC for 1 year (depending
on the amount of information being stored)
•
•
•
•
report on the historical data
monitor the BCMS real-time data in graphical and tabular form
display BCMS real-time data on a wallboard
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.
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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.
~ a double-speed or higher CD-ROM drive
~ an available serial port. A second serial port is required for remote
maintenance using pcANYWHERE if connecting to an external modem. A
third serial port is required if you are connected to a wallboard.
~ a sound board and speakers are required for CD-ROM training
•
•
•
Microsoft Windows 95 or Windows NT 4.0 or later
BCMS software installed on DEFINITY ProLogix Solutions
an 8400B Plus or 7400B Plus data module to connect the PC to DEFINITY
ProLogix Solutions
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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
Forced Multiple Call Handling
Move Agent/Change Skills while Staffed
Multiple Announcement Boards
Redirect on no Answer (RONA)
Service Observing by Class of Restriction
Service Observing Remote
Timed After Call Work/Agent Pause Between Calls
VuStats (including the Service Level and Login IDs enhancements)
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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)
Call Vectoring
Call Prompting (Administrable Inter-digit Timeout and Administrable Converse
Data Passing Rate)
•
•
•
•
•
•
Redirect on no Answer to Vector Directory Number
Support Network Provided Digits (Caller Information Forwarding)
Service Observing on Vector Directory Numbers
Vector Directory Number of Origin Announcement
Vector Directory Number Return Destination
Vector Administration (Route to with/without Coverage and Multiple
Audio/Music Sources)
•
•
Vector Initiated Service Observing
Vectoring Advanced Routing
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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:
•
Expert Agent Selection
•
Reason Codes for Login, Logout, and ACW
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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.
CentreVu Virtual Routing can help you:
•
•
•
•
•
save on network costs
optimize existing resources
balance agent workloads
ensure consistent, reliable customer call handling and service
equalize enterprise-wide call volume across sites or across multiple splits/skills at
a single site
CentreVu Virtual Routing provides Best Service Routing - the ability to automatically deliver each call to
the best place based on a combination of criteria. You can use Best Service Routing with CentreVu Advocate
to make your multisite routing even more precise and effective. Once Best Service Routing delivers a call to
the “right” call center or split/skill, CentreVu Advocate determines the best agent to handle the call based on
your caller’s needs and the caller’s value to your business.
In addition to Best Service Routing, CentreVu Virtual Routing offers Enhanced Look-Ahead Interflow
(LAI) multisite routing. Look-Ahead Interflow can help improve customer service and satisfaction by
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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)
Caller-supplied collected digits
Dialed Number Identification Service (DNIS)
Accumulated time waiting
CentreVu Virtual Routing also passes along a Universal Call ID (UCID), a unique identification “tag” that is
attached to each call and remains with the call as it is routed throughout your network. By passing Universal
Call ID, CentreVu Virtual Routing enables lifetime tracking of calls routed among call centers, DEFINITY
systems, or adjuncts such as INTUITY CONVERSANT for interactive voice response.
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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. With CentreVu Advocate, you can drive call center
performance according to your business plan. This software application features expert routing algorithm
software from Bell Labs that lets you implement complex customer service, agent resource, and enterprise
planning strategies as a critical formula in call center operations. With CentreVu Advocate, you can
transform your call center into a powerful strategic advantage for your enterprise. CentreVu Advocate works
in conjunction with and requires Expert Agent Selection (EAS).
Advocate will provide your call center with the most innovative methods and enhanced flexibility in
selecting the optimum agent for a call or the best call for an agent. With CentreVu Advocate, you determine
which call to select the moment an agent becomes available.
CentreVu Advocate provides the following features:
•
Service Objective
This capability enables you to establish a unique service objective for each skill
in your call center. Service Objective can be used to establish different levels of
service for multiple types of calls with various media and priority handling
needs. You can match the service levels your customers expect by combining the
power of your service level plan with the power of Service Objective.
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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. By matching the needs of your caller to
the skills of your agent, Predicted Wait Time ensures that all calls are given the
best possible service. Predicted Wait Time will help your call center build
stronger customer relationships and will improve your overall call center
efficiency.
•
Least Occupied Agent
This capability distributes calls evenly across all available agents in order to
balance the workload among those with few skills and those with several skills.
When one or more agents are available, Least Occupied Agent uses agent
occupancy rather than position in an idle agent queue to determine which agent to
select when a call arrives. Least Occupied Agent can help you maintain your staff
by promoting agent fairness and eliminating hot seats.
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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. This feature allows your call center to rapidly adjust to high traffic
conditions with the flexibility of automatically activating predefined Reserve
Agents when a skill is in an over-threshold condition. This feature will improve
your overall efficiency by eliminating the need for your Supervisors to manually
intervene when traffic conditions change and by effectively scheduling
workloads for agents with multiple skills.
•
Percent Allocation
Percent Allocation allows you to designate the percentage of time your agents
spend in each skill. Incoming calls are matched to those agents with the “best fit”
based on their allocated skill percentage. By scheduling an agent’s time among
multiple skills, you can better utilize and schedule your agents. Percent
Allocation can also improve agent performance and satisfaction by
“guaranteeing” them a certain amount of time in each skill.
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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
~ Basic Call Management System Vu Release 2 single-user license
~ 8400B+ data module
~ CD-ROM-based ACD/Vectoring training
~ CD-ROM based Basic Call Management System administrative training
Deluxe Package
•
The Deluxe 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
~ Basic Call Management System Vu Release 2 single-user license
~ 8400B+ data module
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5
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.
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6 Wireless Solutions
Most businesses today struggle to improve customer service and increase profits while they control costs
and staff size. That means employees have to be more productive, more responsive, and often more mobile.
Wireless solutions allow you to control costs by reducing time and resources spent on paging employees,
interrupting work to find a telephone, rushing to answer calls, or being tethered to the desk waiting for an
important call. 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’ Mobility Solutions offer a range of options from cordless telephones to integrated cellular
business systems that greatly enhance the flexibility of wireless telephones.
Note: Some applications and products are unavailable in some countries.
Please check with your local distributor for further information about
which features and applications are available to you.
Medium Range Mobility Solution
The TransTalk 9000 (Figure 3) is a multiline, single zone or multizone solution that allows you to roam up to
700 feet (213 meters) from the base station. It effectively covers up to 500,000 square feet (45,000 square
meters) in most business environments.
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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
cradle, and holster
The wireless telephones have the following features:
•
•
•
•
•
•
•
•
•
•
•
•
•
crystal clear voice quality
consistent privacy and secure operation
Intercom feature
Conference and Transfer capabilities
programmable feature buttons
automatic registration
trouble lights
extended battery life
battery pack and optional battery backup
rapid battery charger (2 1/2 hours)
dynamic power adjustment
Mute button
mobility range test capabilities
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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).
The telephone connection is “handed off” from one transmitter to another as necessary (within the influence
of a single radio controller).
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Long Range Mobility Solutions
The DEFINITY Wireless Business System R2 - PWT (for the U.S. and Canada) and the DEFINITY
Wireless Business System - DECT Adjunct Solutions (for international) are similar in many respects. The
DEFINITY Wireless Business Systems can be integrated with DEFINITY ProLogix Solutions, and thus
have some inherent efficiencies. The DECT system uses an adjunct device. It also uses an international
industry standard that is more common in some parts of the world.
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. It precisely locates base stations within the
structure or structures. The software effectively eliminates the most difficult aspect of wireless
implementation and ensures maximum efficiency and lower lifecycle costs.
DEFINITY Wireless Business System R2 - PWT
The DEFINITY Wireless Business System R2 - PWT relies on DEFINITY ProLogix Solutions to manage
mobility. It uses Personal Wireless Telecommunications technology, which is a leading protocol in the
United States. This standard, which has the primary advantage of permitting up to 12 simultaneous
conversations per base station, defines the radio interface between the portable telephones and the base
stations in the system.
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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
7,000 to 40,000 calls per busy hour (depending on DEFINITY Prologix
Solutions configuration)
•
25 million square foot (360,000 square meters) coverage area
DEFINITY Wireless Business System - DECT Adjunct
The DEFINITY Wireless Business System - DECT Adjunct is an adjunct connected to DEFINITY ProLogix
Solutions and provides on-site, 2-way voice mobility within a building or business campus. The DEFINITY
Wireless Business System - DECT Adjunct uses the Digital Enhanced Cordless Telecommunications
(DECT) technology to provide wireless communications for European countries. Users carry a Pocket phone
to make and receive calls. The Pocket phone is a small, light weight, digital, cordless handset that provides
the same features as an analog telephone.
The DEFINITY Wireless Business System - DECT Adjunct has the following maximum capacities:
•
•
•
360 Pocket phones
24 base stations
1 million square meters coverage area
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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.
•
DECT Manager, which manages all of the DECT radio components of the
system.
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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.
The following are the DEFINITY ProLogix Solutions Starter Packages for wireless:
•
•
•
TransTalk: 1 to 8 handset packages
DEFINITY Wireless Business System R2 - PWT: 6 and 10 handset packages
DEFINITY Wireless Business System - DECT Adjunct: 6, 15, and 25 handset
packages
Availability may vary by location or country. Call your Sales Representative for details.
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Starter Application Package
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7 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.
DEFINITY ProLogix Solutions supports the following types of CTI applications.
•
Server-Based Solutions, which require the Lucent CTI server and the MAP-D
(Multi-application Processor for DEFINITY) board (TN801B).
•
PassageWay Direct Connection Solutions, which require the PassageWay Direct
Connection interface and service provider software to provide you with an
interface between your PC and the DEFINITY ProLogix Solutions via your
telephone.
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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. The MAP-D is integrated with the
DEFINITY ProLogix Solutions system, allowing Lucent CTI server software to run as part of the
DEFINITY system. DEFINITY LAN Gateway and CallVisor PC/LAN are supported on the MAP-D.
The MAP-D board (TN801B) requires three slots in the CMC cabinet. However, if placed in slots 6 and 7,
the MAP-D will only require two slots.
MAP-D on ProLogix supports eight ASAI links. The maximum MAP-D message rate is 120 full duplex
messages per second. With Release 7.1 software and the use of the C-LAN board, ASAI bandwidth
increases to 240 messages per second. If the C-LAN board is not installed, the message rate remains at 120
messages per second.
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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.
•
SmartRoute
SmartRoute is a sophisticated routing system for call center environments. It
enables users to define custom sets of rules for real-time call routing by
associating scripts with PBX facilities receiving calls. SmartRoute enhances the
ability of a call center’s PBX/ACD to make decisions about call routing by
enabling customer-oriented decisions. Scripts may be set up to access various
sets of customer-specific data via an ODBC interface, enabling users to route
callers intelligently to the best-fit agent for the particular situation.
•
Sixth Sense
Sixth Sense enables call centers to perform screen-pops and a variety of
subsequent call wrap-up functions such as completing forms, updating databases,
faxing information, sending E-mail, etc. Sixth Sense is a 32-bit Microsoft
Windows application that runs on Windows NT and Windows 95 and waits for
certain events to occur, such as:
~ telephony events (call ring, answer, or hang up)
~ keyboard or mouse events (hotkey)
~ Dynamic Data Exchange (DDE) events
~ timers
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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.
•
Intuition ™
Intuition is a scaled down version of Sixth Sense that was designed to be a cost-
effective software application to provide easier entry into CTI applications for
small Call Center customers. Intuition automates the business process by using
sophisticated rules-based intelligence. It “listens” for events such as inbound and
outbound calls, DDE, hot key and time based events, then applies the Rules you
define. For example, the you can define an Intuition Rule that runs a script or
opens a spreadsheet when you get a call from a stockbroker.
While Intuition is similar to Sixth Sense, Intuition integrates tightly with
SoftPhone Agent v.5 and includes the following new features:
~ Script Recorder for creating script by recording user keystrokes
~ simulation for telephony events
~ auto-attendant support for scriptless call handling
~ enhanced User Interface
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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.
FastCall Agent resides between the telephone system and computer applications
– thus the term “middleware.” This approach allows the agent to enable these
applications with inbound and outbound CTI capabilities without computer code
changes within the application itself. This provides tremendous flexibility for
companies with multiple departments that can benefit from CTI capabilities,
particularly when each department has a different application. In addition,
changes to the application do not effect FastCall Agent. Rather, FastCall Agent
can be reconfigured to adapt to a new application quickly and easily. FastCall
Agent “screen pops” populate a call center agent’s Windows-based application
screen based on the calling number (ANI), called number (DID, DNIS, ACD
group, or other telephone system identifier), or the caller’s touch tone input as the
incoming call is received. These applications could include databases, help desk
packages, sales force automation programs, personal information managers
(PIMs), contact managers, word processors, spreadsheets, customized inquiry
systems, or a combination.
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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.
PassageWay Direct Connection provides valuable computer-telephony benefits, plus it is a platform bridge
to a wealth of other computer-telephony applications. Microsoft Windows Telephony Application
Programming Interface (TAPI) support and Telephony Manager Script Editor and Auto-Task Manager allow
independent software vendors or internal software developers to create new computer telephony integration
applications or to enable existing applications to be interfaced to the telephone. These independent software
vendors’ products use the PassageWay platform to expand the power and flexibility of computer telephony
integration at the desktop.
PassageWay Direct Connection supports international companies that need “A-law” support. PassageWay
Direct Connection also supports the 8400 series telephones, which allow both 2-wire and 4-wire
connections, and the 6400 series telephones, which allow 2-wire connections.
PassageWay Direct Connection consists of the following applications:
•
PassageWay Telephony Manager
PassageWay Service Provider
•
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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.
PassageWay Telephony Manager increases your telecommunications capabilities by providing the following
applications:
•
Telephony Manager
Telephony Manager enables you to control telephone calls (both incoming and
outgoing) directly from your PC. From the Telephony Manager window, you can:
~ make calls from your PC
~ answer calls at your PC
~ view the calling/called party information for each call if you receive caller ID
at your telephone
~ provide space to take notes during calls
~ place calls on hold with your PC
~ hang up calls from your PC
~ transfer calls from your PC
~ set up and manage conference calls from your PC
~ program system feature buttons
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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. If the telephone number matches an entry in Phonebook, Telephony
Manager displays the name of the caller, enabling you to know who is calling
before you answer your telephone.
•
•
Log Manager
Log Manager enables you to access information from the call log, which stores a
record of every call you make and receive while Telephony Manager is running.
Using Log Manager, you can review and edit notes you took during calls via
Telephony Manager and place calls directly from the call records.
Script Editor
Script Editor is an application that enables you to automate routine tasks by
recording scripts that you can run with Telephony Manager. Scripts are user-
defined tasks (such as running a program, redirecting a call, or performing a set
of actions). For example, using Script Editor, you can program automatic “screen
pops,” where your database application searches your files to find a match with
the information for the incoming call (such as the caller ID number or caller ID
name) automatically. If a match is found, the record containing the matching
information in your database application is displayed without your having to
perform any actions. You can use these scripts with Auto-Task Manager and
Telephony Manager Function buttons.
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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. Using Auto-Task Manager, you can create a trigger
that will run your “redirect” script when you receive calls with Telephony
Manager from specific telephone numbers or people.
•
Anywhere Dialer
Anywhere Dialer is an application that enables you to dial telephone numbers
from any Windows application via Telephony Manager.
Telephony Manager also includes the PassageWay Service Provider, which enables Telephony Manager to
run with the Microsoft Windows Telephony Application Programming Interface (TAPI). For more
information on the PassageWay Service Provider, refer to the next section.
PassageWay Service Provider
The PassageWay Service Provider is software that enables TAPI-compliant applications such as
PassageWay Telephony Manager, contact manager software packages, etc., to communicate using your PC,
your telephone, and your DEFINITY ProLogix Solutions.
The PassageWay Service Provider accepts the basic TAPI requests from your TAPI-compliant application
and translates these requests into instructions to PassageWay Direct Connection to control your telephone
and interact with your DEFINITY ProLogix Solutions.
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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
~ a Windows-compatible pointing device (a mouse or trackball)
~ a VGA (or higher resolution) monitor
•
Any of the following operating systems:
~ Microsoft Windows 95
~ Microsoft Windows NT 4.0
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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
8411D, 8411B, or CALLMASTER VI telephone.)
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PassageWay Direct Connection Solutions
Figure 5 shows two typical PassageWay configurations.
Figure 5. PassageWay Direct Connect Configurations
1)
2)
3)
2- or 4-wire DCP Port
Auxiliary Power
5)
6)
7)
Personal Computer (with Microsoft Windows)
2-wire DCP Port
DCP Telephone
8411 DCP Telephone with built-in
PassageWay Interface
4)
Passageway Adapter
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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); Coordinated Voice and
Data Transfer; Outbound Preview Dialing; Inbound Call Handling Rules (user-
defined call coverage); PC-based Telephony (conference, transfer, drop, and hold
calls from the PC).
FastCall is a “middleware” and call control solution for users who are capable of
building their own macros to support a variety of TAPI applications. FastCall
actually sits between PassageWay and any existing Windows-based application
that can reside on your LAN, desktop PC, or mainframe computer. This approach
allows existing applications to be quickly “telephony enabled” without the need
for low-level software development. FastCall takes advantage of simple
keyboard recorded scripts/macros to link an existing Windows application (LAN
or desktop) to PassageWay.
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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). FastCall works with Windows 95 and Windows NT 4.0 or
later operating systems.
•
SNAP Connection
SNAP Connection is a “middleware” and call control application that interfaces
PassageWay with any Windows-based application on a LAN or a desktop. Easy
to install and easy to use, SNAP Connection comes pre-configured with 20
macros for the most popular applications (including ACT! 2.0/3.0, ECCO Pro
3.02, Maximizer 3.0, Goldmine 2.5, 3.2, and 4.0, Info Select 3.0, Windows
Notepad, On-Schedule 3.0, Lotus Organizer 97 and 1.2, Microsoft Outlook 7.0,
Microsoft Schedule + 7.0, Sidekick 2.0 and Sidekick Deluxe for Windows 95,
Time & Chaos 4.07, 4.07A, 4.08, and 5.X, Telemagic 2.0A Up-to-Date for
Windows 95 for easy “plug and play.”
SNAP Connection seamlessly integrates your Lucent telephone with all your
Windows programs. SNAP Connection includes the following:
~ PC Phone, which enables a user to make, receive, and manage your phone
calls from your PC.
~ Call Log, which keeps a record of the caller’s name, number, time, date, and
the duration of the call.
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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.
~ Mini-Dialer, which allows the user to highlight a name or number in any
Windows program and then click the Dialer icon to have the number dialed.
SNAP Connection works with Windows 95 and Windows NT 4.0 or later
operating systems.
•
Commence™
Commence is a workgroup information manager that helps keep you in control
and in contact with your business customers and associates. Commence
automates your communication tasks and greatly aids workgroup
communication.
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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. PhoneLine’s
extensive directory searching features enable users to locate directory entries
quickly by any field. Computer telephony support (via PassageWay Direct
Connection and CentreVu Computer Telephony) enables users to dial any
directory entry and manage all phone activities through their PCs.
PhoneLine makes it easy to dial, transfer, conference, and receive incoming calls.
Incorrect dialing of commonly used phone numbers is eliminated using
PhoneLine. Inbound screen pops can be enabled to provide on screen caller
identification and call screening capabilities.
Phone book printing capabilities within PhoneLine are provided for situations
where paper directories may still be required. SMTP and MAPI integration
enables email messages to be initiated from PhoneLine. MasterDirectory, the
directory management tool provided with PhoneLine, collects and synchronizes
directory information from a wide variety of sources (such as PBXs, telecom, and
corporate databases, etc.). Once the data is consolidated, MasterDirectory works
in conjunction with PhoneLine (and PC Console) to distribute the latest
enterprise directory information to the end users throughout the organization.
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8 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. During severe weather, they can continue working when others cannot.
Special DEFINITY system modules are available for telecommuting. In addition, many standard
DEFINITY ProLogix Solutions and voice messaging features work well for telecommuters.
DEFINITY ProLogix Features for Telecommuting
The DEFINITY ProLogix Solutions includes several features that make telecommuting even more
convenient.
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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. (There is a one-second delay
before the caller connects to the remote telephone.)
Extended User Administration of Redirected
Calls (Telecommuting Access)
Extended User Administration of Redirected Calls (also called Telecommuting Access) allows you to
change the active call coverage path or forwarding extension from any on-site or off-site location. Thus you
can change the path or extension from your home office, for example.
Personal Station Access
Personal Station Access allows you to transfer your telephone station preferences and permissions to any
other compatible telephone. This includes the definition of terminal buttons, abbreviated dial lists, and Class
of Service and Class of Restrictions permissions. It can be used on-site or off-site (with DEFINITY
Extender). This feature has several telecommuting applications. For example, several telecommuting
employees can share the same office on different days of the week. The employees can easily and remotely
make the shared telephone “theirs” for the day.
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8
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:
•
•
•
•
•
Call Coverage
Call Forwarding
Extended User Administration of Redirected Calls
Personal Station Access
Station Security Codes
Pipeline 15
The Ascend Pipeline® 15 is an easy-to-use ISDN-BRI terminal adapter that provides a single user access to
remote services (such as a corporate headquarters, intranet, or the Internet) over an ISDN-BRI line. The
Pipeline 15 supports high-speed digital connections while simultaneously offering two analog ports for
sharing the ISDN-BRI line with analog devices such as a telephone, fax machine, answering machine,
and/or modem. By combining separate transmission services over a single line, the Pipeline 15 allows users
to consolidate billing and achieve superior consolidated performance.
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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. The Pipeline 15 also supports caller line ID devices on its two analog ports and advanced
analog calling features such as hold, drop, conference, and transfer.
DEFINITY Extender
DEFINITY Extender is a single-box remote voice and data solution for telecommuters, remote agents, and
branch offices using the DEFINITY ProLogix Solutions. DEFINITY Extender helps increase the
productivity and performance of remote workers by allowing them to access the features of the DEFINITY
ProLogix system and their corporate LAN. With the DEFINITY Extender, remote voice access is just as
simple as remote data access for off-premises employees.
The DEFINITY Extender product family provides off-site employees with all of the features of their
ProLogix system, no matter where they are located, over analog or ISDN-BRI connections. A switch
module located at the DEFINITY ProLogix Solutions location and a remote module located at the off-
premises location are all you need to provide an off-premises employee with full voice and data
communications functionality.
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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.
Note: This feature only works in a centralized environment. (With the Mode
Codes interface, you cannot set up separate internal and external
greetings.)
•
•
•
Outcalling automatically dials a prearranged telephone number or pager when
messages are received in a user’s mailbox. The system tells whoever answers that
messages have been received.
Priority Outcalling provides outcalling notification of priority messages only.
This allows the telecommuter to be relatively undisturbed by notifications of
messages that do not require immediate attention.
Call Answering for Nonresident Subscribers provides AUDIX System mailboxes
for remote users who do not have a telephone but do have an extension number
on the DEFINITY ProLogix Solutions.
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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. If your message is urgent, press 2 after recording it. This will give your message
priority status. The system will notify me of your priority message almost immediately.”
Starter Application Package
The Virtual Office Starter Package lets you provide voice and data access for off-site workers and
telecommuters. Ideal for businesses with employees who often work at home or other remote locations, this
package allows workers to access your business LAN or the Internet from a remote office or home. Off-site
workers can even receive telephone calls using a single telephone number no matter where they are,
enabling them to work where they need to.
Call your Sales Representative for details.
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9 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.
Whether your system is small or large, stand-alone or networked, DEFINITY ProLogix Solutions has the
tools to manage your system efficiently.
Terminal and facility administration features enable you to administer telephones, computers, facilities, and
features throughout your system or network. Traffic management features enable you to measure, manage,
and report on the voice and data communications traffic throughout your system or network. Maintenance
features enable you to view the health of your system and perform maintenance procedures on your own
system, if you choose to do so.
This broad system management philosophy extends DEFINITY ProLogix Solutions’ power and flexibility
into the tools for managing the system. These tools are based on the user-friendly architecture that is the
hallmark of DEFINITY products. The system management capabilities of DEFINITY ProLogix Solutions
have been enhanced to accommodate all configurations.
Note: Some applications and products are unavailable in some countries.
Please check with your local distributor for further information about
which features and applications are available to you.
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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.
DEFINITY ProLogix Management Terminal
The Management Terminal interface is the integrated management tool built into DEFINITY ProLogix
Solutions. It provides an intuitive interface with forms-based selections, help keys, and a language-based
interface (several languages are available).
The system administrator uses a DEFINITY ProLogix Management Terminal or PC with communications
software (such as DEFINITY Site Administration Release 1.0) to access the system to perform “task-
oriented” administration and maintenance procedures.
Using the Management Terminal, the system manager can
•
•
•
•
•
manage system, voice-terminal, and data-terminal features on a day-to-day basis,
perform system backups,
monitor system performance,
perform selected maintenance procedures, and
maintain system security.
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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.
DEFINITY Site Administration streamlines common system administration tasks by providing:
•
•
•
•
short cuts to command administration commands
the ability to schedule tasks to run at a later date
the ability to print button labels
the ability to create AUDIX subscribers easily with either a default mailbox or a
custom mailbox
DEFINITY Site Administration, which provides an easy-to-use, 32-bit, Windows-compliant, graphical user
interface, runs on Windows 98, Windows 95, and Windows NT 4.0 or later. Designed to support DEFINITY
AUDIX and INTUITY AUDIX systems, DEFINITY Site Administration requires an active DEFINITY
system or AUDIX connection for proper operation. One licensed copy of DEFINITY Site Administration is
shipped with every DEFINITY ProLogix system, and additional copies can be purchased.
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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.
•
•
Emulation
The emulation support in DEFINITY Site Administration includes AT&T 4410
and provides the most basic form of System Administration.
Graphically Enhanced DEFINITY Interface (GEDI)
The Graphically Enhanced DEFINITY Interface feature provides users with a
Windows-like interface to:
~ add DEFINITY objects
~ remove DEFINITY objects
~ change DEFINITY objects
~ view the status of DEFINITY objects
~ duplicate DEFINITY objects
~ test DEFINITY objects
~ generate tasks that may be scheduled to run at a later date and time
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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. Tasks can be generated from either the Graphically
Enhanced DEFINITY Interface, the Add User Wizard, or Call Accounting Data
Export.
•
•
Event Log
The Event Log enables users to view the results of running and completed tasks.
Job Viewer
The Job Viewer enables users to view the task or job status while it is being
executed. The Job Viewer also shows the queue of jobs yet to run.
•
•
Button Label Printing
The Button Label Printing feature enables users to print button labels for the
handsets using a standard Windows laser printer. This feature also provides a
graphical print preview. The Button Label Printing feature supports printing
multiple labels of the same type.
Add User Wizard
The Add User Wizard assists in the creation of station and subscriber details by
automatically providing help such as available extensions and ports and allowing
users to base the creation on an existing template.
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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.
Import/Export Capability
DEFINITY Site Administration provides easy graphical exporting and importing
of agent login, coverage paths, hunt groups, data modules, stations, trunk groups,
and VDNs. Users can export data fields to databases such as Microsoft Excel.
Users can then change the data, import the data back into DEFINITY Site
Administration, and then resend the data to the DEFINITY ProLogix system. The
import/export capability can also assist users in creating corporate directories and
custom reports.
•
Global Change Capability
The global change capability enables users to select and change field values in
one or more of the following objects that match a search filter:
~ agent login ID
~ coverage path
~ data module
~ hunt group
~ station
~ trunk group
~ VDN
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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.
Out of Service Trunks
The Out-of-Service Trunks feature creates a task that checks periodically for out-
of-service trunks. If an out-of-service trunk is found, the users are notified either
in the DSA message box or by email.
•
Reports
DEFINITY Site Administration provides the following reports:
~ Browse Dial Ranges, which enables users to view the complete dial ranges in
the DEFINITY ProLogix Solutions system quickly and easily.
~ Browse Stations, which enables users to view all assigned stations in the
DEFINITY ProLogix Solutions system quickly.
~ Browse Unused Ports, which enables users to view the available ports in the
system.
~ Find Unused Extension, which enables users to view unused and available
extensions.
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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. These station types are referred to as “phantom” stations. Phantom
extensions can be used for Automatic Call Distribution Dialled-Number Identification Service. This feature
allows a phantom extension to be administered on the switch for each call type that needs to be identified to
agents. The phantom Automatic Call Distribution extension either is “call forwarded” (via an attendant
console) to an Automatic Call Distribution split or has its coverage path defined to include the Automatic
Call Distribution split. The name field administered for the phantom extension will identify to the Automatic
Call Distribution agent the service that the caller is attempting to reach, allowing the agent to properly
address the caller. (Automatic station relocation/terminal translation initialization, which is described in the
next section, is part of the Portless Administration/Administration Without Hardware feature.)
The Administration Without Hardware feature also supports the ability to store station templates (models).
These can later be used with the duplicate station command to implement many station forms of the same
type in the switch.
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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
Digital Communications Protocol telephones
hybrid telephones
DEFINITY ProLogix Solutions’ configurations support terminal types in addition to those listed above.
These include:
•
attendant consoles
•
voice/computers (such as Digital Communications Protocol terminals with voice
and data capabilities)
•
•
•
data modules
analog queue warning ports
announcement circuit packs
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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 — but untranslated — jack.
After a terminal is connected to an appropriate jack, the terminal user can dial the appropriate codes
followed by a pretranslated extension number of an Administration Without Hardware terminal. The system
will complete the administration of the terminal by associating the translation data with the port location and
performing appropriate checks.
Terminal translation initialization reduces the labor associated with system initializations, major additions,
rearrangement and changes, and building wiring. Translation data entry can be performed without
knowledge of the physical layout of circuit packs. End-users can move their own station equipment if a
building is wired to support it, reducing costs for station moves. Individual lines need only be wired to the
correct type of port, rather than to a specific port.
System administrators maintain control over the use of terminal translation initialization through security
codes. By activating and deactivating security codes, administrators can control who uses terminal
translation initialization — and when.
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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” requests — commands that are
executed only once and then removed from the scheduling queue automatically by the feature, such as save
translation commands.
Functional scheduling enhances administration. For example, scheduling of save translations is particularly
important when large numbers of translation changes are made during the day, ensuring that they will be
saved to tape at the specified time. The “one shot” report is particularly useful for scheduling large print jobs
at night that are normally run only once.
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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.
System Status reports supply information associated with the attendant group, major and minor alarms, and
traffic measurements.
•
The Recent Change History feature reports on the most recent administration and
maintenance commands entered. DEFINITY ProLogix Solutions also supplies:
~ new site data on the station form. New fields include the set color, building,
floor, and headset. In addition, user-defined validation checks are provided for
a subset of the site data items.
~ scaling enhancements, as well as a ranging and filtering capability, for large
switches. These enhancements enable your system administrator to restrict
data reporting to only the specified number of switch parameters.
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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
Service value or that fall within a range of Class of Service values.
The Site Data report lists, by extension, the site data associated with stations in
the system. Ranging and filtering capabilities are provided for selected site fields.
Performance Measurements
A number of performance measurements are available on DEFINITY ProLogix Solutions. These
measurements are available in the form of switch-based reports for local or remote access; they can be
collected for subsequent analysis and reporting by adjuncts and operation support systems using the
operation support system interface protocol. These reports include:
•
Call Coverage reports
Coverage Points
•
These measurements can be used to engineer group sizes at coverage points and
to detect station user abuse of the call-coverage feature.
•
Processor Occupancy report
These measurements are listed for the last hour, today’s peak hour, and
yesterday’s peak hour.
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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.
•
•
•
Attendant Position report
Security Violations report
Tandem Traffic report
The following measurements are useful in helping you evaluate the network engineering design for possible
reconfiguration. They can help you decide how to reconfigure networks for lower-cost operation.
•
•
•
Hunt Group Measurements
Automatic Route Selection Pattern Measurements
Trunk Group Detailed Measurements
The following measurements and reports are needed for engineering and load balancing a large switch.
These measurements include:
•
Blockage Study report
•
Port Network and Link Usage
All of these measurements are accessible to an external host via the operation support system interface.
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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. Charge advice is a number representing the cost of a call; it is
recorded as either a charging or currency unit.
•
Periodic Pulse Metering — For non-ISDN trunks
Periodic Pulse Metering accumulates pulses transmitted from the public network
at periodic intervals during an outgoing call. At the end of the call, the number of
pulses collected is the basis for determining charges.
Call-charge information helps you to account for the cost of outgoing calls without waiting for the next bill
from your network provider. This information is especially important in countries where telephone bills are
not itemized. You can also use this information to let employees know the cost of their telephone calls,
encouraging them to save money on toll calls.
Note: This is unavailable in some countries. Please check with your Account
Executive or local distributor for availability in your country.
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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.
Call Detail Recording Features
DEFINITY ProLogix Solutions enhances Call Detail Recording with the following capabilities:
•
•
•
distinguish voice from data on trunk calls
determine if a data call used a conversion resource, such as a modem pool
choose whether to record the vector directory number in the “Dialed Number”
field of the Call Detail Recording record, or record either the split or the agent
extension in the same field
•
•
allow Call Detail Recording records to be generated for internal calls (calls to
and from a set of extensions, including data endpoints) so administered (a
maximum of 500 extensions in large configurations)
with Call Privacy, allow up to seven digits of the dialed number to be blanked
from the Call Detail Recording record
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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
Recording devices become available. The variable format allows you to define a record in terms of its
content (from a set of available data elements), the position of its fields, and the spacing between the fields.
This method can be used to construct the 15-, 18-, and 24-word standard formats and custom formats.
If calls come in while the Call Detail Recording link is down and the buffer is filled to maximum,
DEFINITY ProLogix Solutions gives you the following administrable call-record handling options:
1 block the calls with reorder
2 allow the calls to overwrite records
3 route the calls to an attendant with the option to proceed as a non-Call Detail
Recording call
As you can see, DEFINITY ProLogix Solutions call-record handling capabilities are designed to be flexible,
adapting to meet your present and future business needs.
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Call Detail Recording
Call Detail Recording Devices
The following output devices are supported by DEFINITY ProLogix Solutions:
•
•
local storage devices such as the 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
interface with XON/XOFF flow control
•
asynchronous ASCII printers with RS-232C interface
The enhanced variable format records feature capability in DEFINITY ProLogix Solutions supports any
customer-defined data presentation, and therefore can support any devices over an RS-232C interface.
Call Accounting Systems
Several options are available to you for call accounting, depending on what type of system administration
tools you are using.
Telecommunication Telecommunications Management System is a state-of-the-art multiuser
s Management
System (TMS)
telemanagement system. See “Call Accounting Systems” in Chapter 3 for more
information.
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Call Detail Recording
Call Accounting
System for
Windows
The Call Accounting System for Windows enables you to generate comprehensive
and accurate accounting reports using the familiar Microsoft Windows environment,
more information.
Call Accounting
System NT
The Call Accounting System NT has equivalent functionality as
Telecommunications Management System, but only offers call accounting. Call
Accounting System NT is a LAN/WAN-based application that supports customers
with multi-user requirements. See “Call Accounting Systems” in Chapter 3 for more
information.
Call Accounting
System Terminal
Lucent Technologies’ Call Accounting System Terminal is an easy-to-install
hardware and software package that enables you to assign expenses to as many as
three organizational levels. For example, you might assign costs at the department,
cost center, or extension level.
The system makes it easy for you to generate a wide variety of accounting and
system reports. For example, the Facility Grade of Service Report helps identify the
number of trunk lines needed to respond efficiently to incoming calls. You can also
generate toll fraud reports and alarms that identify excessive personal calls,
unauthorized calls, and calls to expensive dial-up recordings.
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. See “Call
Accounting Systems” in Chapter 3 for more information.
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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’ attempts to access DEFINITY ProLogix
Solutions. It notifies you when the number of invalid barrier-code attempts or invalid login attempts is
greater than the administered threshold.
A monitor report displays the last 16 invalid barrier-code attempts and the last 16 invalid login attempts.
This report is automatically updated every 30 seconds.
Call Restrictions
By dialing an access code, administrators, and attendants have the ability to restrict users from making or
receiving certain types of calls. There are five restrictions:
•
•
•
•
•
Outward — Users cannot place external calls.
Station-to-station — Users cannot place or receive internal calls.
Termination — Users cannot receive any calls (except priority calls).
Toll — Users cannot place toll calls.
Total — Users can neither place nor receive any calls.
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10 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. Lucent Technologies’ leadership in developing and supporting open international
networking standards is also apparent in DEFINITY ProLogix Solutions’ compatibility with the QSIG
global standards.
Note: Some applications and products are unavailable in some countries.
Please check with your local distributor for further information about
which features and applications are available to you.
Uniform Dial Plan
Uniform Dial Plan provides a common 4- or 5-digit dial plan that can be shared among a group of switches.
Interswitch and intraswitch dialing both require 4- or 5-digit dialing. UDP can be used with any DEFINITY
ECS configuration and can provide uniform 4- or 5-digit dialing between 2 or more private-switching
systems in ETN or main/satellite/tributary configurations.
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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.
Uniform Dial Plan is a standard feature of DEFINITY ProLogix Solutions.
Distributed Communication System
For a multilocation company that requires several systems, Distributed Communications System (DCS) may
be the answer. DCS is a network arrangement of private switches, referred to as nodes. The maximum
number of nodes that can be in a DCS varies from 2 to 63, depending on the particular configuration of
switches. DCS nodes can be physically located in the same building, spread across a campus, or scattered
across the country or around the world. Digital trunks interconnect the switches that serve the DCS complex.
The links connecting a Distributed Communication System may also be provided across a Software Defined
Network.
The functions and features of Distributed Communication System are made possible by the use of an
advanced interprocessor data link connecting each switch, allowing call-processing to be passed from one
switch to another. The data link supplies transparency of selected features and efficient utilization of
facilities that can be shared.
Feature transparency means that features work the same from the user’s perspective, whether the telephones
involved are assigned to the same switch or different switches. Users in a DCS can dial each other with four
or five digits as if they were all on the same switch.
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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.
•
•
Calling-Party Name Display — If your telephone is equipped with a digital
display, information about the person calling you is displayed before you pick up
the receiver. You can know who is calling if that person is in a nearby building or
even across the country.
Centralized Messaging — Messaging services for the entire Distributed
Communication System network may be coordinated by one system, depending
on volume and the version of the main and remote switches. This means that
switches with smaller messaging requirements do not share a voice messaging
system with another switch.
Distributed Communication System nodes are connected by digital trunks (using DS1 or ISDN-Primary
Rate Interface facilities, for example). The signaling can be configured to use either TCP/IP or an ISDN-PRI
D-channel.
DEFINITY ProLogix Solutions’ Distributed Communication System features DCS over ISDN-PRI with
path replacement for optimizing trunks. Thus when you transfer out of your AUDIX voice messaging
system, for example, DEFINITY ProLogix Solutions sets up a new path that optimizes system resources.
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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
DCS attendant direct trunk group selection
DCS busy verification of terminals
All other capabilities and limitations associated with the DCS still apply.
AUDIX systems networked via DCS can also be supported over ISDN-Primary Rate Interface. (See Chapter
4 for more information.)
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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 — either all TCP/IP or all ISDN-PRI — then the new sites can be
added directly. If you wish to mix ISDN-PRI and TCP/IP connections in the network, then the new
DEFINITY ProLogix Solutions must connect to the network via a gateway system, which provides
conversion between TCP/IP and ISDN-PRI signaling. If there are nodes in the network using BX.25
signaling, the gateway system must be a DEFINITY ECS si or r model. If only ISDN-PRI and TCP/IP
signaling is used in the network, a DEFINITY ProLogix Solutions could be used as the gateway. Figure 6
shows a DCS network with a systems using all three types of signaling connected via gateways.
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Adding DEFINITY ProLogix Solutions to Existing DCS Networks
Figure 6. DCS Network with TCP/IP, ISDN-PRI, and BX.25 Signaling
3
1
2
7
10
10
6
2
5
8
9
2
3
4
1
1
1)
DEFINITY ProLogix Solutions or
another DEFINITY ECS
6)
Existing DCS BX.25 Network
2)
3)
4)
Signaling via TCP/IP
Voice data
7)
8)
9)
Signaling via BX.25
LAN, WAN, Internet
Signaling via ISDN-PRI
In-house wiring, or Public (SDN) or Private
Network (point to point)
5)
DEFINITY ECS gateway with DCS
using TCP/IP, BX.25, and ISDN-PRI
10)
In-house wiring or Private Network (point to point)
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10
QSIG Global Networking
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. It supports the ISDN-Primary Rate Interface connection from switch to
switch as long as both switches support the same protocol.
The Lucent Technologies’ implementation of QSIG features the Name Identification supplementary service
and the Call Forwarding and Call Transfer features. QSIG enables the system to move calls from their
original paths to new paths that cost less or use resources more efficiently. New paths can be set up as the
call is established, while it is being forwarded, or while it is being transferred. DEFINITY ProLogix
Solutions’ implementation of QSIG also supports the ISO QSIG private network diversion supplementary
service, as described in the QSIG standard.
The following QSIG features have been added for DEFINITY ProLogix Solutions Release 2.0:
•
•
•
•
•
QSIG Call Completion
QSIG Call Independent Signaling Connections
QSIG DCS Interworking - Called Number ID
QSIG Message Waiting Indication (MWI)
QSIG Value - Called Number ID
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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. In recognition of this requirement,
DEFINITY ProLogix Solutions has been designed with World Class Routing.
World Class Routing is a powerful enhancement to DEFINITY ProLogix Solutions’ call-routing
capabilities, linking several call-routing features to build a communications network capable of providing
flexible call routing for any type of dialing plan while accommodating changes in both international and
domestic dialing plans.
The following are key components of World Class Routing:
•
Digit Conversion converts a dialed number for a public network number to a
private network number and vice versa. Dialed numbers matching entries in the
digit conversion tables are treated and converted. Converted calls can be routed
via the most optimum route, resulting in reduced network charges and
appropriate use of the private network.
•
•
Toll Analysis compares a dialed number to entries in the system’s list. Based on
the results, calls may be restricted from completion.
Automatic Route Selection digit analysis compares a dialed public network
number with entries in the system’s tables, mapping the number to a selected
public network routing pattern.
•
Automatic Alternate Routing digit analysis compares a dialed private network
number with entries in the system’s tables, mapping the number to a selected
private network routing pattern.
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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.
For example, 18-digit routing allows DEFINITY ProLogix Solutions to determine call routing by analyzing
up to 18 digits with no restriction on the grouping or format of the digits, eliminating any assumptions about
the use of a particular dialing plan.
International Direct Distance Dialed calls generally consist of an international access code, a country code,
and a national number. Both codes may vary in length. DEFINITY ProLogix Solutions’ support for
International Direct Distance Dialed calls eliminates any restriction on the grouping and format of digits on
Automatic Route Selection numbers. Call routing is determined by the digits and the length of the dialed
number.
Multinational World Class Automatic Alternate Routing allows the Automatic Alternate Routing number
(Electronic Tandem Network number) to be any number of digits in length.
Digit conversion can be used to reroute numbers, initially dialed to use Automatic Route Selection, to be
converted to use Automatic Alternate Routing and vice versa. This utility can analyze a maximum of 18
digits. In this way, destinations in a customer’s network can be called using the public network number. This
feature can also be used to reroute certain Direct Distance Dialed destinations to specified alternate
destinations (such as intercept, attendant, or another Direct Distance Dialed number).
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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,
and Authorization Codes.
Time of Day Routing
Time of Day Routing allows you to select the most economical routing of Automatic Route Selection and
Automatic Alternate Routing calls based on the time of day and week a call is made.
With Time of Day Routing, your company can take advantage of lower calling rates during specific times. If
your company has locations in different time zones, you can maximize the use of your public or private
network facilities by utilizing those in the location that has the lowest calling rates at the particular time a
call is made. You can also use this feature to change the routing patterns when an office is closed and to
eliminate unauthorized calls. You can set up eight separate time of day charts to control routing at different
times of the day.
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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.
Typically, the least expensive facility will be first on the list; the most expensive will be last.
If Generalized Route Selection is not being used when a call is made, the system selects a routing pattern
based on the digits dialed. The routing preferences in that pattern are checked in the order they were listed,
and the first available facility is used to place the call. If a facility is not available, the call can be queued
until a facility becomes available.
Automatic Alternate Routing
Automatic Alternate Routing enables you to ensure that private network calls will be routed over the various
trunking facilities available in your private network in the most effective manner possible. As with
Automatic Route Selection, you set up various patterns for routing calls — in this case, with the private
network. Depending on your DEFINITY ProLogix Solutions’ configuration, you can have up to 254 routing
patterns. Each pattern includes a primary preference — the most preferred and direct route — and 5 alternate
preferences. If the primary preference in a pattern is unavailable, the system searches the alternate
preferences in the specified order until it finds one available.
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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.
Different types of calls require the use of different types of facilities. For example, high-speed data calls
must use digital facilities, whereas voice and voice-grade data calls can use either analog or digital facilities.
DEFINITY ProLogix Solutions uses Generalized Route Selection to differentiate between these and other
types of calls and route them on the appropriate trunks. Based on the call types and available trunk facilities,
voice and data calls may be routed over different trunk types or integrated on the same trunk group.
DEFINITY ProLogix Solutions also provides the capability to route calls based on the data format and the
need for restricted or unrestricted facilities.
In order to select the appropriate trunking facility for a call, DEFINITY ProLogix Solutions must know the
type of call being made. In order to do this, each originating facility such as a telephone or data module has
a bearer-capability class assigned. Some originating facilities, such as data modules, may have multiple
bearer- capability classes. Each trunk group in the routing pattern is assigned a list of allowed bearer-
capability classes. When a user makes a call, the system queries the originating facility for its bearer-
capability class and then tries to route the call on a trunk group with a bearer-capability class that matches
the bearer-capability class of the originating facility. If an exact match is not found, the system then tries to
find a trunk group with a compatible bearer-capability class.
Since the system automatically chooses the right trunk based on the system administration, DEFINITY
ProLogix Solutions’ dial plan can be independent of the type of call being dialed. This flexibility makes life
easier for your system users, who do not have to worry about dialing a different access number for different
call types.
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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. Eight levels of Facility Restriction Levels can be assigned to telephones, computers, and
system management tools. DEFINITY ProLogix Solutions does not require the Facility Restriction Level to
be in an ascending order when administered in the patterns or preferences through system management.
When a call is attempted, the system compares the Facility Restriction Level of the telephone with the
Facility Restriction Level of the trunk routes available to complete the call. If the Facility Restriction Level
of the telephone is equal to or higher than the Facility Restriction Level of trunks, the call is completed; if it
is lower, the call is blocked on that preference and compared to the Facility Restriction Level of the next
route available. If the call fails to match the Facility Restriction Level on the available preferences, the call
may queue for the first available and compatible trunk group (equal to or higher).
DEFINITY ProLogix Solutions also provides a feature called Alternate Facility Restriction Levels that
allows the attendant to change the Facility Restriction Levels on originating facilities temporarily to a
different set of Facility Restriction Levels. It is used to grant users greater access to trunking facilities than is
normally provided, such as when charges are lower during evening hours.
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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. If the Facility Restriction Level associated with the authorization code is
equal to or higher than the Facility Restriction Level of the trunk facilities required to place the call, the call
is then completed. Up to 5,000 different authorization codes will be in effect for your system at any one
time. Using DEFINITY ProLogix Solutions’ system management tools, you can assign authorization codes
and change their associated Facility Restriction Level and network access permissions.
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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. Trunks that perform the same function are
grouped together and administered as trunk groups. Trunks interface with DEFINITY ProLogix Solutions
via port circuit packs. DEFINITY ProLogix Solutions’ trunk group circuit types include the following.
Local Exchange
Trunks
Local exchange trunks connect DEFINITY ProLogix Solutions to a central office.
The following are some of the types available:
•
•
•
central office trunks, which connect DEFINITY ProLogix Solutions to the local
central office for incoming and outgoing calls
foreign exchange trunks, which connect DEFINITY ProLogix Solutions to a
central office other than the local one
Wide Area Telecommunications Service trunks, which allow you to place long-
distance outgoing voice-grade calls to telephones in defined service areas, priced
according to distance in the service area, length of the call, time of day, and the
day of the week
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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
Interface service
Tie Trunks
Tie trunks carry communications between DEFINITY ProLogix Solutions and other
switches in a private network. Several types of trunks can be used, depending on the
type of private network you establish.
Auxiliary Trunks
Auxiliary trunks connect devices with the switch. Some of the features that are
supported with this type of trunk are recorded announcements, telephone dictation
service, malicious call trace, and loudspeaker paging.
Centralized
The Enhanced 911/Centralized Automatic Message Accounting (CAMA) trunk
interface circuit pack enables DFEINTIY ProLogix Solutions to interface with
Centralized Automatic Message Accounting trunks to provide Caller’s Emergency
Service Identification (CESID) information to the local community’s Enhanced 911
system through the local central office. With this feature, Enhanced 911 systems can
see the extension number on the DEFINITY ProLogix Solutions system. This is
required by some legislative and regulatory laws in certain states in the United States.
Automatic Message
Accounting (CAMA)
and Enhanced 911
Trunks
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Network Interfaces and Equipment
Incoming Call
Identification
(ICLID) on Analog
Trunks
DEFINITY ProLogix Solutions supports incoming calling party information on
analog trunks in the United States and Japan. In these countries, the user’s terminal
displays calling party information. Name and calling number are available from
central offices in the United States; only the calling number is available from central
offices in Japan. This feature may be used in countries that comply with either United
States or Japanese requirements. The display name and number will work with all
DEFINITY digital voice terminals (Digital Communication Protocol and Basic Rate
Interface) equipped with a 40-character or a 32-character alphanumeric display.
Miscellaneous
Trunks
Miscellaneous trunks perform functions that do not fit neatly into any of those
already described:
•
release-link trunks are used between switch locations to provide Centralized
Attendant Service.
•
remote-access trunks provide off-premises users with access to DEFINITY
ProLogix Solutions’ features and networking.
Digital Interfaces
Lucent Technologies supports both T1 and E1 facilities. As industry standards
around the world, T1 and E1 facilities provide the latest alternative to analog
trunking.
E1 Interface
DEFINITY ProLogix Solutions also supports E1 connections. T1/E1 access and
conversion allows simultaneous connection to both T1 (1.544 Mbps) and E1 (2.048
Mbps) facilities (using separate circuit packs).
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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. Multiplexing up to 24 digitized voice/data
communications paths onto a single T1 carrier or other high-speed digital facility
(such as fibre or microwave) can reduce your network trunking and equipment costs.
Used to connect switches to the public network or to other switches in a private
network, DS1 also delivers high-speed, end-to-end digital connectivity. Voice and
data calls are completed at transmission speeds of up to 64 Kbps.
DEFINITY ProLogix Solutions offers several options in supporting the DS1
interface. The options include support for voice-grade DS1, alternate voice/data, and
Digital Multiplexed Interface. The voice-grade DS1 interface is a T1 D4 channel-
bank-compatible interface.
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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
DEFINITY systems that are equipped with the IP Trunk hardware and software. The
IP Trunk hardware consists of a 3-slot MAPD circuit pack assembly (TN802B). A
DEFINITY ProLogix Solutions with IP Trunk can also connect to a system — either
DEFINITY or non-DEFINITY — that is equipped with the Internet Telephony
Server (ITS).
ATM-CES Trunks
ATM Trunks
ATM-CES (Circuit-Emulation Service) trunks enable DEFINITY ProLogix
Solutions to emulate an ISDN-PRI trunk on an ATM facility.
ATM trunks enable DEFINITY ProLogix Solutions to support telephony and wide-
area network (WAN) connectivity over ATM networks.
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Network Interfaces and Equipment
Integrated Services DEFINITY ProLogix Solutions provides complete ISDN support for up to 500
Digital Network
(ISDN)
stations (600 ports). Demonstrating its role as a leader in making ISDN a universal
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. Using the same pair of wires that now
carry simple telephone calls, ISDN can deliver voice, data, and video services in
digital format.
ISDN is a global access standard established by the Consultative Committee for
International Telephone and Telegraph designed to help you move and manage
information with unprecedented ease and productivity — anywhere in the world.
ISDN uses a layered protocol that conforms to layers one, two, and three (physical,
link, and network layers) of the 7-layer Open Systems Interconnect Reference Model
of the International Standards Organization.
DEFINITY ProLogix Solutions supports the ISDN Primary Rate Interface, which is
used for connecting premises equipment such as switches to the network and acts as a
powerful interface between intelligent equipment such as switches and computers. In
the U.S., DEFINITY ProLogix Solutions supports line-side or trunk-side ISDN-BRI.
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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.
The ISDN-BRI Trunk circuit pack enables DEFINITY ProLogix Solutions to support
the T interface and the S/T interface as defined by ISDN standards (ITU-T
recommendation I.411). The circuit pack provides eight ports to the network and
supports two B channels and one D channel. ISDN-BRI Trunk provides the
following advantages:
•
Provides an inexpensive way to connect to ISDN services provided by the
network provider
•
•
Meets almost all ETSI Country protocol requirements
Supports essential (not supplementary) ISDN services
DEFINITY ProLogix Solutions Release 2.0 supports the NT (network) side of the T
interface using the TN556C circuit pack. This give DEFINITY ProLogix Solutions
full tie trunk capability using BRI trunks. DEFINITY ProLogix Solutions Release
2.0 supports leased BRI connections through the public network, with a TN2185 on
each end of the leased connection. However, DEFINITY ProLogix Solutions Release
2.0 does not allow you to administer both endpoints and trunks on the same TN556C
circuit pack.
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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.” Switches at the other locations, called “branches,” redirect their calls to the Centralized Attendant
Service main. Thus, a company can have a centralized attendant group at the headquarters office and can
handle calls from there for the branch offices.
All locations in a Centralized Attendant Service arrangement have a listed directory number. Calls to a
branch listed directory number terminate at the main location, even if the branch location has an attendant.
These listed directory number calls are routed to the centralized attendant group over trunk circuits called
release-link trunks. These release-link trunks are used only for centralized attendant calls and signaling.
After a call is processed by the centralized attendant, it is extended back to the branch location. The release-
link trunk is then dropped and made available for other calls to the centralized attendant.
If a DEFINITY ProLogix Solutions is a node within a Distributed Communication System and Centralized
Attendant Service is provided, a centralized attendant can do the following:
•
•
•
•
control access to specific trunks at other nodes
directly access to specific trunks at another location
place test calls to telephones and trunk groups at other nodes
receive a visual warning that all trunks in a remote trunk group are busy or that
the number of busy trunks in a remote group has reached a specified level
This feature ensures that all calls directed to an attendant at your company are handled efficiently.
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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.
All calls to or from a satellite pass through the switch at the main. The system appears to be a single switch
with one listed directory number. A uniform dial plan provides a common 4-digit or 5-digit dial plan for a
main/satellite configuration.
A tributary is similar to a satellite, but it has one or more attendant positions and its own listed directory
number. Calls to its listed directory number go directly to the tributary.
The switches in a main/satellite/tributary network are connected by tie trunks. Trunks and switching
facilities can be added as requirements grow.
An important DEFINITY ProLogix Solutions’ networking feature is Main/Satellite Extended Trunk Access.
Extended Trunk Access allows dialed digits that are undefined at a satellite or tributary switch to be routed
over a trunk group to a main switch for interpretation. This flexibility means changes to the network
numbering plan do not have to be propagated to all switches. Extended Trunk Access improves your control
and reduces administration costs by making trunk networks considerably easier to maintain.
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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10
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. Different Electronic Tandem Network locations are connected via
analog or digital tie trunks. For example, a DS1 interface can act as a high-speed (1.544 Mbps) digital
backbone for voice and data communications between Electronic Tandem Network locations.
An Electronic Tandem Network can be configured hierarchically. An Electronic Tandem Network can
connect individual switches; it can also connect other private networks (such as Main/Satellite/Tributary
networks) together.
Within an Electronic Tandem Network, each location is identified by a unique private network location
code, similar to the public network office codes that exist within an area code. When accessing the
Electronic Tandem Network, a user dials a feature access code for the Automatic Alternate Routing feature
plus the 7-digit number, for a total of eight digits.
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10
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.
DEFINITY ProLogix Solutions provides two different multimedia options:
•
Multimedia Applications Server Interface (MASI)
The Multimedia Applications Server Interface provides a link between the
DEFINITY ProLogix Solution and one or more Lucent Multimedia
Communications Exchange (MMCX) servers. Multimedia Communications
Exchange is an H.323-compliant, voice-communication, video-conferencing, and
application-sharing product that works over Local Area Networks (LANs), Wide
Area Networks (WANs), and telephone lines. Multimedia Applications Server
Interface lets the Multimedia Communications Exchange server take advantage
of advanced call-routing and management features of the DEFINITY ProLogix
Solutions, including:
~ Call Detail Recording - DEFINITY ProLogix Solutions tracks calls to and
from Multimedia Applications Server Interface terminals so that you can
analyze call patterns and multimedia usage.
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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10
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.
~ Call Coverage - DEFINITY ProLogix Solutions tracks Multimedia
Communications Exchange calls that are sent to coverage. A DEFINITY
coverage path can contain both Multimedia Application Server Interface
terminals and DEFINITY stations.
~ Multimedia Communications Exchange trunking - By assigning DEFINITY
trunk access codes to interfaces from the Multimedia Communications
Exchange to other Multimedia Communications Exchanges or the public-
switched telephone network, DEFINITY ProLogix Solutions can monitor
traffic over those interfaces.
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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10
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.
There are two modes of Multimedia Call Handling functionality:
~ Basic mode, which supports basic voice-calling features, such as coverage and
voice mail, as well as multi-party H.320 video conferencing and application
sharing.
~ Enhanced mode, which supports spontaneous video conferencing, call
forwarding, call coverage, hold, transfer, and park, and many routing features.
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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10
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.
Call your Sales Representative for details.
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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A Features
This appendix provides a list of the features of the DEFINITY ProLogix Solutions arranged in the following
categories:
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•
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•
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Automatic Routing Features
Basic Features
Call Center Features
Hospitality Features
Private Networking Features
Trunk Group 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. Some features are systems of their own
and have their own documentation, such as Call Detail Recording, AUDIX voice messaging system, and
Call Management System. See your local distributor for more information on each of these features.
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Issue 2 June 1999 A-1
A
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. Generally, AAR routes calls over a private network and ARS
routes calls using the public network numbering plan. However, both AAR and ARS support public and
private networks. You can use the other features listed in this section when you use AAR and ARS.
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Automatic Alternate Routing (AAR)
Automatic Route Selection (ARS)
AAR/ARS Overlap Sending
AAR/ARS Partitioning
Alternate Facility Restriction Levels
Facility Restriction Levels
and Traveling Class Marks
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•
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Generalized Route Selection
Subnet Trunking
Time of Day Routing
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 A-2
A
Basic Features
Basic Features
The following features are supported with DEFINITY ProLogix Solutions:
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Abbreviated Dialing
Administered Connections
Administrable Language Displays
Administration Without Hardware
Alphanumeric Dialing
Alternate Operations Support System Alarm Number
Answer Detection
Attendant Auto-Manual Splitting
Attendant Backup Alerting
Attendant Call Waiting
Attendant Calling of Inward Restricted Stations
Attendant Console
Attendant Control of Trunk Group Access
Attendant Crisis Alert
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Issue 2 June 1999 A-3
A
Basic Features
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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
Attendant Serial Calling
Attendant Split Swap
Audible Message Waiting
Audio Information Exchange Interface
Authorization Codes
Auto Start and Don’t Split
Automatic Callback
Automatic Call Timer
Automatic Circuit Assurance
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Issue 2 June 1999 A-4
A
Basic Features
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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
Bulletin Board
Busy Verification of Terminals and Trunks
Call Charge Information
Call Coverage
Call Detail Recording
Call Forwarding
Call Park
Call Pickup
Call Waiting Termination
Class of Restriction
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Issue 2 June 1999 A-5
A
Basic Features
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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
Data Call Setup
Data Hot Line
Data Privacy
Data Restriction
Default Dialing
Demand Print
Dial Access to Attendant
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Issue 2 June 1999 A-6
A
Basic Features
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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
External Device Alarming
Facility Busy Indication
Facility Test Calls
Fiber Link Administration
Go to Cover
Group Listen
Group Paging
Hold
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Issue 2 June 1999 A-7
A
Basic Features
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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
Last Number Redial
Leave Word Calling
Line Lockout
Listed Directory Number
Loudspeaker Paging Access
Manual Message Waiting
Manual Originating Line Service
Manual Signaling
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Issue 2 June 1999 A-8
A
Basic Features
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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
Privacy — Attendant Lockout
Privacy — Manual Exclusion
Public Network Call Priority
Pull Transfer
Recall Signaling
Recorded Announcements
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Issue 2 June 1999 A-9
A
Basic Features
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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
Station Hunting
Station Security Codes
Station User Administration
Telephone Self Administration
Temporary Bridged Appearance
Tenant Partitioning
Terminal Translation Initialization
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Issue 2 June 1999 A-10
A
Basic Features
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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
Trunk-to-Trunk Transfer
Visually Impaired Attendant Service
Voice Message Retrieval
Voice Terminal Alerting Options
Voice Terminal Display
Whisper Page
World Class Tone Detection
World Class Tone Generation
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Issue 2 June 1999 A-11
A
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:
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Abandoned Call Search
Add/Remove Skills
Agent Call Handling
Auto-Available Split
Automatic Call Distribution
Basic Call Management System
Best Services Routing (Queue to Best)
Call Prompting
Call Vectoring
Calling Party/Billing Number
CentreVu Advocate
CentreVu Virtual Routing
Direct Agent Announcement
Expert Agent Selection
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 A-12
A
Call Center Features
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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
Service Observing
Universal Call ID
VDN in a Coverage Path
VDN of Origin Announcement
Voice Response Integration
VuStats
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 A-13
A
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.
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Attendant Room Status
Automatic Wakeup
Do Not Disturb
Group Wakeup
Hospitality Services
Names Registration
Permanent Time Interval Wakeup
Property Management System Interface
Single-Digit Dialing and Mixed Station Numbering
VIP Wakeup
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 A-14
A
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:
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Centralized Attendant Service
Distributed Communications System (DCS)
DCS Alphanumeric Display for Terminals
DCS Attendant Control of Trunk Group Access
DCS Attendant Display
DCS Automatic Callback
DCS Automatic Circuit Assurance
DCS Busy Verification of Terminals and Trunks
DCS Call Coverage
DCS Call Forwarding
DCS Call Waiting
DCS Distinctive Ringing
DCS Leave Word Calling
DCS Multiappearance Conference/ Transfer
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 A-15
A
Private Networking Features
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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
QSIG
QSIG Call Completion
QSIG Call Forwarding (Diversion)
QSIG Call Independent Signaling Connections
QSIG Call Transfer
QSIG DCS Interworking - Called Number ID
QSIG Message Waiting Indication (MWI)
QSIG Name and Number Identification
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Issue 2 June 1999 A-16
A
Private Networking Features
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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
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Issue 2 June 1999 A-17
A
Trunk Group Features
Trunk Group Features
DEFINITY ProLogix Solutions offers an array of features for managing trunk groups efficiently:
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ATM-CES Trunks
ATM Trunks
Brazil — R2 MFC Backwards Signal
Call-by-Call Service Selection
Caller ID on Analog Trunks
CAMA - E911 Trunks
DS1 Trunk Service (T1 and E1)
Digital Multiplexed Interface
Facility and Non-Facility Associated Signaling
IP Trunks
ISDN — BRI and PRI
Japan — 2MB Digital Trunk
Russia — Incoming ANI
Wideband Switching
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Issue 2 June 1999 A-18
B Documentation Library
This appendix contains a list, by main menu category, of all the user documents available on the DEFINITY
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. Ask your
account representative for the web address.
To order additional copies of the documentation library CD, contact the Lucent Technologies Publications
Center and use documentation ordering number 555-235-807, Issue 2.
Call Center
ACD Agent Instructions, Issue 5, 555-230-722, 107575227
ACD Supervisor Instructions, Issue 4, 555-230-724, 107575235
Basic Call Management System (BCMS) Operations, 555-230-706, 107776213, Issue 2
Basic Call Management System (BCMS) Vu User’s Guide, 585-217-100, Issue 2
Call Vectoring/Expert Agent Selection (EAS) Guide, 555-230-521, 108215732, Issue 3
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 B-1
B
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 &
Operations
Administration for Network Connectivity, 555-233-501, 108343088, Issue 1
Administrator’s Guide, 555-233-502, 108343229, Issue 1
Application Notes for Type Approval, 108343302, Issue 1
ATM Installation, Upgrades, and Administration, 555-233-106, 108343815, Issue 1
Basic Call Management System (BCMS) Operations, 555-230-706, 107776213, Issue 2
Basic Call Management System (BCMS) Vu User’s Guide, 585-217-100, Issue 2
Call Vectoring/Expert Agent Selection (EAS) Guide, 555-230-521, 108215732, Issue 3
Change Description. 555-233-405, 108343336, Issue 1
Console Operations, 555-230-700, 108383837, Issue 4
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 B-2
B
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
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
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
Reports Guide, 555-230-511, 108383845, Issue 5
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
Issue 2 June 1999 B-3
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B
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
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
System Description, 585-300-214, 108356106, Issue 1
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 B-4
B
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
Administration, 585-300-507, 108355114, Issue 7
AMIS Analog Network, 585-300-512, 108413543, Issue 7
AUDIX Administration and Data Acquisition Package, 585-302-502, 108359167, Issue 14
Digital Networking, 585-300-534, 108356122, Issue 2
Feature Descriptions, 585-300-206, 108356080, Issue 5
Guide Builder Software for AUDIX Systems, 585-310-745, 108357419, Issue 3
Maintenance, 585-300-121, 108356072, Issue 1
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 B-5
B
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
Voice Messaging Portable Guide, 585-300-701, 107395352, Issue 3
Voice Messaging Quick Reference, 585-300-702, 106710148, Issue 3
Guide Builder
Guide Builder Software for AUDIX Systems, 585-310-745, 108357419, Issue 3
Guide Builder Software for DEFINITY ECS Telephones, 555-230-755, 108136235, Issue 4
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 B-6
B
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
PC Applications and CALLMASTER
Basic Call Management System (BCMS) Vu User’s Guide, 585-217-100, Issue 2
CALLMASTER IV User and Installation Manual, 555-015-171, 108229717, Issue 2
CALLMASTER VI Installation and User’s Manual, 555-015-162, Issue 2
CentreVu Agent Installation and Administration, 585-215-815, 107969578, Issue 1
Guide Builder Software for DEFINITY ECS Telephones, 555-230-755, 108136235, Issue 4
Multiple Personal Greetings Quick Reference, 585-300-705, 107419251, Issue 5
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 B-7
B
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
6400 Series Single-line Telephones User’s Guide, 555-230-738, 108138819, Issue 2
8400-Series Voice Terminals, 555-015-725, 107537094
8403 Voice Terminal User’s Guide, 555-230-761, 107983496, Issue 2,
8405 Voice Terminal User’s Guide, 555-230-736, 107985566, Issue 2,
8410 Voice Terminal User’s Guide, 555-230-763, 107985541, Issue 2,
8411 Voice Terminal User’s Guide (G1, G3, and System 75), 555-230-872, Issue 1,
8434DX Voice Terminal User’s Guide, 555-230-856, 107985558, Issue 2,
Guide Builder Software for DEFINITY ECS Telephones, 555-230-755, 108136235, Issue 4
ProLogix R2 Getting Started, 555-235-105, 108432030, Issue 1
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 B-8
B
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,
503-801-165, 108406844, Issue 2
TransTalk 9000 Digital Wireless System: MDW 9031/9031 DCP Dual Zone Wireless Pocket Phone Quick
Reference, 503-801-169, 108484023, Issue 2
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 B-9
B
Telephones
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
Issue 2 June 1999 B-10
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Index
adjuncts
Numerals
6200 Series telephones 2-19
alerts 3-5
audio paging 3-5
6400 Series telephones 2-3
7300/ATL Series telephones 2-15
7400 Series telephones 2-8
800-service trunks 10-16
Call Accounting System for Windows 3-10
Call Accounting System NT 3-11
call accounting systems 3-9
delayed announcement systems 3-3, 3-4
headsets 3-4
8100 Series telephones 2-20
8400 Series telephones 2-9
8500 Series telephones 2-16
9100 Series telephones 2-21
9400 Series telephones 2-14
INTUITY Call Accounting System 3-12
Magic On Hold 3-3
Magic On Hold Express 3-3
on hold systems 3-3
paging 3-5
power systems 3-2
professional announcement recordings 3-4
Remote Port Security Device 3-8
security devices 3-6
A
sensors 3-5
speakerphones 3-6
Access Security Gateway 3-6
Telecommunications Management System
3-9
visual paging 3-5
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Issue 2 June 1999 IN-1
Index
A
administration
terminal 9-8
Administration Without Hardware 9-8
Advice of Charge 9-15
alerts 3-5
Automatic Call Distribution (ACD)
Call Center 5-9
Alternate Facility Restriction Level 10-13
analog telephones 2-18
Dialed-Number Identification Service 5-12
hunt groups 5-11
Interflow 5-11
Malicious Call Trace (MCT) 5-12
Queue Status 5-12
queuing 5-11
redirection of hunt group calls 5-11
Redirection on No Answer 5-12
Station Hunting 5-12
announcement recordings 3-4
announcement systems 3-3, 3-4
application starter packages 1-4
Attendant Consoles
DEFINITY Attendant Console 2-24
DEFINITY PC Console 2-25
Attendant Position reports 9-14
audio paging 3-5
Automatic Message Scan 4-12, 4-18
AUDIX
Automatic Route Selection
description 10-11
telecommuting features 8-5
Generalized Route Selection 10-11
World Class Routing 10-8
AUDIX Directory 4-11, 4-18
authorization codes 10-12
Automatic Routing features A-2
Automatic Station Relocation 9-10
auxiliary trunks 10-16
Facility Restriction Level 10-14
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Index
B
call accounting systems 3-9
applications supported 9-18
B
Basic Call Management 5-13
9-19
Call Accounting System NT 3-11, 9-19
Call Center 5-13
measurements 5-13
reports 5-14
BCMS Vu 5-15
Call Answer Disable 4-10
Bearer Capability Class
description 10-12
Call Answering for Nonresident Subscribers 4-
12, 4-18
requirements 10-12
BRI telephones 2-16
Call Answering for Nonresident Subscribers,
telecommuting 8-5
Broadcasting 4-11, 4-18
Call Center
Automatic Call Distribution (ACD) 5-9
Basic Call Management System 5-13
BCMS Vu 5-15
Call Center Basic 5-17
Call Center Deluxe 5-18
Call Center Elite 5-19
capabilities 5-1
CentreVu Advocate 5-22
CentreVu Call Management System 5-3
C
cabinets
compact modular carrier 1-9
Call Accounting System for Windows 3-10, 9-19
Call Accounting System NT 3-11, 9-19
Call Accounting System Terminal 9-19
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 IN-3
Index
C
Call Center, (continued)
call redirection
CentreVu Explorer II 5-6
CentreVu Supervisor 5-4
CentreVu Virtual Routing 5-20
Drop-In Solutions 5-25
features A-12
central office trunks 10-15
routing 5-1
Call Center Basic 5-17
Call Center Deluxe 5-18
Call Center Drop-In Solutions 5-25
Call Center Elite 5-19
Centralized Attendant Service 10-22
centralized messaging 4-8, 10-3
CentreVu Advocate 5-22
Call Charge information 9-15
CentreVu Call Management System 5-3
Call Coverage
call redirection 5-11
CentreVu Compact Call Center Drop-In
Solutions 5-25
call coverage
CentreVu Explorer II 5-6
CentreVu Supervisor 5-4
CentreVu Virtual Routing 5-20
C-LAN interface 10-19
voice messaging systems 4-2
Call Detail Recording 9-16
Call Forwarding All Calls, Interflow 5-11
Call Forwarding Off-Net, telecommuting 8-2
call management systems
Class of Restriction
reports 9-13
CentreVu Call Management System 5-3
CentreVu Explorer II 5-6
CentreVu Supervisor 5-4
Class of Service
reports 9-13
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Index
D
Commence 7-15
Compact Call Center Drop-In Solutions 5-25
compact modular carrier cabinets 1-9
Computer Telephony Integration Solutions
Commence 7-15
FastCall 7-5, 7-13
Intuition 7-4
PassageWay Service Provider 7-9
PassageWay Telephony Manager 7-7
PhoneLine 7-16
Server-Based Solutions 7-2
Sixth Sense 7-3
SmartRoute 7-3
SNAP Connection 7-14
third-party applications 7-3, 7-13
DEFINITY ProLogix Solutions
differences with DEFINITY ECS 1-6
existing DCS networks 10-5
features A-1
hardware 1-8
overview 1-1
platforms supported 1-2
reliability 1-12
reporting 9-12
scheduling 9-11
security 9-20
software 1-11
configurations
main/satellite/tributary 10-23
standard reliability 1-12
CONVERSANT
starter packages 1-4
voice response software 5-1
DEFINITY Site Administration 9-3
cordless telephones 6-1
DEFINITY Wireless Business System
DECT Adjunct 6-6, 6-7
R2 - PWT 6-6
delayed announcement systems 3-4
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Index
E
description 10-1
E
Dialed-Number Identification Service
ACD 5-12
Enhanced Lists 4-10
Digit Conversion 10-8
digital interfaces 10-17
Digital Service 1 trunks 10-16
Digital Services 1 (DS1) interface
multiplexing 10-18
8-2
digital telephones 2-3
Direct Inward Dialing trunks 10-16
F
distributed communications system (DCS)
feature transparency 10-3
networks 10-5
Facility Restriction Level
authorization codes 10-14
description 10-13
nodes 10-3
documentation
comments xx
conventions xviii
ordering xix
FastCall 7-5, 7-13
Fax Messaging 4-9
feature transparency
distributed communications system (DCS)
10-3
using xvi
Drop-In Solutions 5-25
DS1 interface 10-18
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Index
G
features
Alternate Facility Restriction Level 10-13
hunt groups
Automatic Available 5-12
AUDIX telecommuting 8-5
Network Management 10-10
telecommuting 8-1
overflow 5-11
queuing 5-11
foreign exchange trunks 10-15
Full Mailbox Answer Mode 4-12, 4-18
I
G
H
Integrated Messaging 4-10
Generalized Route Selection
Automatic Route Selection 10-11
description 10-12
interfaces
C-LAN 10-19
digital 10-17
EI 10-17
IP 10-19
network 10-15
T1 10-18
Group Lists 4-12, 4-19
TCP/IP 10-19
hardware
Interflow
primary components 1-8
ACD hunt groups 5-11
Call Forwarding All Calls 5-11
headsets 3-4
international
historical reports 5-14
hospitality features A-14
availability of Mobility features 6-1
international direct distance dialed calls 10-9
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 IN-7
Index
L
Internet Messaging 4-13
Intraflow
Call Coverage paths 5-11
Intuition 7-4
INTUITY AUDIX 4-9
INTUITY Call Accounting System 3-12, 9-19
INTUITY CONVERSANT 4-20
INTUITY Message Manager 4-13
IP interface 10-19
performance 9-13
measurements, Basic Call Management System
5-13
ISDN 10-20
Message Forwarding 4-12
capabilities and features 10-20
messaging
ISDN telephones 2-16
centralized 4-8
networked 4-8
Mobility solutions
description 6-1
long range 6-4
L
Leave Word Calling 4-12, 4-19, 10-3
local exchange trunks 10-15
Lucent CTI server 7-2
medium range 6-1
multiline digital cordless business telephone 6-1
Multimedia Applications Server Interface 10-25
Multimedia Call Handling 10-27
Multimedia Communications Features A-15
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 IN-8
Index
N
Routing 10-9
O
P
Multiple Personal Greetings, telecommuting 8-5
Outcalling 4-11, 4-18
multiplexing
DS1 interface 10-18
N
Name Addressing 4-12, 4-19
paging 3-5
Name Record by Subscriber 4-12, 4-18
PassageWay Direct Connection 7-6
PassageWay Service Provider 7-9
PassageWay Telephony Manager 7-7
performance measurements 9-13
Periodic Pulse Metering 9-15
Personal Directory 4-11, 4-18
Personal Station Access, telcommuting 8-2
PhoneLine 7-16
network
equipment 10-15
interfaces 10-15
management 10-10
Network Management features 10-10
networked messaging 4-8
networking features A-15
Networking Solutions
description 10-1
Pipeline 15 8-3
Portless Administration 9-8
power supplies 3-2
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 IN-9
Index
Q
power systems 3-2
redirection of calls
Interflow 5-11
Pre-Addressing 4-10
Intraflow 5-11
Print Text 4-10
release-link trunks 10-17
reliability 1-12
Priority Messaging 4-11, 4-17
Priority Outcalling 4-11, 4-18
Private Messaging 4-12, 4-19
private networking features A-15
professional announcement recordings 3-4
remote access
telecommuting 8-2
trunks 10-17
Remote Call Coverage, telecommuting 8-2
Remote Port 3-6
Remote Port Security Device 3-8
reporting 9-12
Q
R
QSIG Global Networking 10-7
Queue-Status, ACD 5-12
reports
Attendant Position 9-14
Basic Call Management System 5-14
Class of Restriction 9-13
Class of Service 9-13
historical 5-14
real-time 5-14
Security Violations 9-14
queuing
ACD 5-11
real-time reports 5-14
Site Data 9-13
Tandem Traffic 9-14
Traffic Summary 9-14
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 IN-10
Index
S
routing
Site Data
Automatic Route Selection 10-11
Call Center calls 5-1
Generalized Route Selection 10-12
Time of Day 10-10
SmartRoute 7-3
SNAP Connection 7-14
software
S
scheduling 9-11
Software Defined Network (SDN), DCS features
not supported 10-4
security xviii, 9-20
security devices
speakerphones 3-6, 6-1
Access Security Gateway 3-6
Remote Port Security Device 3-8
standard reliability configurations 1-12
Security Violation Notification 9-20
Security Violations reports 9-14
Sending Restrictions by Community 4-12, 4-19
sensors 3-5
starter package
Networking Solutions 10-28
telecommuting 8-6
Wireless Solutions 6-9
starter packages 1-4
Server-Based Solutions 7-2
Shared Extensions 4-10, 4-17
single-line telephones 2-18
Station Hunting, ACD 5-12
Station Security Codes, telecommuting 8-3
surge protectors 3-2
System Broadcast 4-11, 4-18
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 IN-11
Index
T
System Management
telecommuting, (continued)
Personal Station Access 8-2
Pipeline 15 8-3
9-2
DEFINITY ProLogix Solutions 9-1
DEFINITY Site Administration 9-3
Terminal 9-2
telephones
T
6200 Series 2-19
6400 Series 2-3
7300/ATL Series 2-15
8400 Series 2-9
8500 Series 2-16
9100 Series 2-21
9400 Series 2-14
analog 2-18
BRI 2-16
CallMaster digital 5-11
cordless 6-1
digital 2-3
hybrid 2-15
T1 interfaces 10-18
Tandem Traffic reports 9-14
TCP/IP interfaces 10-19
Telecommunications Management System 3-9,
9-18
telecommuting
AUDIX features 8-5
Call Answering for Nonresident Subscriber 8-
5
Call Forwarding Off-Net 8-2
DEFINITY Extender 8-4
DEFINITY ProLogix Solutions features 8-1
Extended User Administration of Redirected
Calls (Telecommuting Access) 8-2
Multiple Personal Greetings 8-5
Outcalling 8-5
ISDN 2-16
multiline digital cordless business 6-1
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
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Issue 2 June 1999 IN-12
Index
U
telephones, (continued)
trunks
800-service 10-16
overview 2-1
single-line 2-18
speakerphones 6-1
wireless 6-3
auxiliary 10-16
foreign exchange 10-15
remote access 10-17
tie 10-16
terminal administration 9-8
terminal power supplies 3-2
Terminal Translation Initialization 9-10
Text-to-Speech 4-10
tie trunks 10-16
Wide Area Telecommunications Service 10-
15
Time of Day Routing 10-10
Toll Analysis 10-8
Traffic Summary reports 9-14
Transfer Restrictions 4-10
TransTalk 9000 6-1
U
V
Uniform Dial Plan 10-1
uninterruptible power systems 3-2
trunk group circuits, description 10-15
trunk group features A-18
trunking facilities, selecting 10-12
Trunking Solutions 10-1
Virtual Office starter package 8-6
visual paging 3-5
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
Issue 2 June 1999 IN-13
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Index
W
voice messaging systems
W
call coverage 4-2
10-15
centralized messaging 4-8
DEFINITY AUDIX 4-15
integration 4-3
INTUITY AUDIX 4-9
networked messaging 4-8
Octel 100 4-22
Wireless solutions 6-1
wireless telephones, features 6-3
World Class Routing 10-8
voice response systems
INTUITY CONVERSANT 4-20
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100
Issue 2 June 1999 IN-14
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