AT&T Definity Callmaster II Manuale Utente Scaricare il pdf (Pagina 114)

Call Center Features

Automatic Call Distribution (ACD)

DEFINITY Enterprise Communications Server Release 8.2

Overview

555-233-002

Issue 1

April 2000

Figure 13. A Basic Example of Automatic Call Distribution

DEFINITY ECS

Group C: General Information

Incoming Lines

Queues

Group A: Business Travel

Call Coverage to Group C

Group B: Personal Travel

Voice Mail

233002_1.book Page 94 Monday, February 21, 2000 8:28 AM

1 2 ... 109 110 111 112 113 114 115 116 117 118 119 ... 149 150

DEFINITY 1
Table 1. Means of Connection 3
■ Low Voltage (73/23/EEC) 4
How to get help 5
How to order more copies 5
Contents 6
2 — Telephone Features 15 7
5 — Hospitality Features 61 9
555-233-002 10
April 2000 10
7 — Call Center Features 91 13
9 — Adjunct Systems 117 15
Index 125 15
About This Book 17
Conventions Used in This Book 18
Trademarks and Service Marks 18
How Can I Order Other Books? 19
This Book? 20
1 —System Overview 21
Processor Port Network (PPN) 22
Expansion Port Network (EPN) 22
Center Stage Switch (CSS) 22
Carriers and Cabinets 23
Single-Carrier Cabinets 24
Multi-Carrier Cabinets 25
Hardware 26
Survivable Remote EPN (SREPN) 28
Public Telephone Network 29
Private Telephone Networks 29
TCP/IP Networks 30
ATM Networks 30
Typical Connections 31
Public Network Call Priority 33
World Class Tone Detection 33
World Class Tone Generation 33
Administrable Loss Plan 33
Software 34
2 —Telephone Features 35
IP SoftPhones 36
Quorum A-28 Conference Bridge 37
SoundStation EX 38
Handling Incoming Calls 39
Telephone Features 40
Misoperation Handling 41
Manual Message Waiting 41
Conference 41
Call Park 41
Call Redirection 42
Call Coverage 43
Night Service 46
Telephone 47
Call Pickup 48
Station Hunting 48
Speed/Convenience Calling 49
Telephone Displays 52
Group Communication 53
Intercom — Dial 54
Manual Signaling 54
Group Listen 54
Whisper Page 54
Loudspeaker Paging Access 54
Special Ringing 55
Messaging 56
Voice Message Retrieval 57
Demand Print 57
Telecommuting 58
Station Self Display 59
Attendant Console 61
Call Handling 62
Attendant Features 63
Making Calls 64
Accessing the Attendant 65
Monitoring Calls 65
Trunk Group Access 66
Attendant 66
Centralized Attendant Service 67
Attendant with DCS 67
Inter-PBX Attendant Calls 68
DCS With Reroute 68
Enhanced DCS 68
4 —Computer-Related Calling 69
Features 69
Modem Pooling 70
Alphanumeric Dialing 71
Data Call Setup 71
Data Hot Line 71
Default Dialing 71
Data Privacy 71
Vectors and Stations 72
Multimedia Call Handling 73
Multimedia Calling 74
Interface 76
IP Solutions 76
CallVisor ASAI 79
5 —Hospitality Features 81
Hospitality Services 82
Names Registration 82
Property Management System 82
Station Hunt Before Coverage 84
Call Restrictions 85
Class of Restriction (COR) 86
Station Security Codes 86
Restriction 87
Restriction — Controlled 87
Malicious Call Trace 87
CAMA - E911 Trunk Group 88
Authorization Codes 88
Block Collect Call 88
Power Failure Transfer 88
Automatic Circuit Assurance 89
Facility Busy Indication 90
Facility Test Calls 90
Packet Error History 90
Variable Length Ping 91
Recent Change History 91
Service Observing 91
Bulletin Board 92
Call Detail Recording (CDR) 93
Traffic Reports 93
Recorded Announcement 94
Music-on-Hold Access 94
Announcement 94
Tenant Partitioning 95
Trunk Group Circuits 96
Local Exchange Trunks 96
Tie Trunks 96
Auxiliary Trunks 97
IP Trunks 97
ISDN Trunks 98
Full ETSI Functionality 100
NT Interface on TN556C 100
Wideband Switching 100
ATM Trunks 101
Trunk Management 102
Miscellaneous Trunks 103
Digital Interfaces 103
Digital Multiplexed Interface 103
Answer Detection 104
Automatic Routing Features 105
AAR/ARS Overlap Sending 106
AAR/ARS Partitioning 106
Time of Day Routing 106
Facility Restriction Levels 107
CAUTION: 107
Generalized Route Selection 107
Look-Ahead Routing 107
Subnet Trunking 108
External Device Alarming 108
Alarm Assignments 109
7 —Call Center Features 111
Agent Call Handling 115
Intraflow and Interflow 116
Abandoned Call Search 117
Call Vectoring 117
COR for VDN 118
Applications 118
Call Prompting 119
Expert Agent Selection 119
(CentreVu CMS) 121
CentreVu Advocate 122
Call Charge Information 123
Interface (ASAI) 124
CentreVu IP Agent 125
ATM Trunking 126
ATM WAN PNC 126
Private Network Access 127
Node Number Routing 127
(ATM-PNC) 127
Uniform Dial Plan (UDP) 129
Over the Network 130
DCS Over ISDN-PRI D-channel 131
Call Completion 131
Path Replacement 132
Call Forwarding (Diversion) 132
Call Transfer 133
Called NAME ID 133
Call Offer 133
QSIG VALU 134
QSIG Voice Mail Capabilities 135
DEFINITY AUDIX 137
INTUITY AUDIX 139
INTUITY Lodging 140
INTUITY Conversant 140
Integration 141
Other Supported Systems 141
PassageWay 142
Wireless 144
Numerics 145

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