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Avaya 555-233-001 manuel d'utilisation

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Table des matières du manuel d’utilisation

  • Page 1

    555-233-0 01 Issue 2 November 20 00 DEFINITY ONE ™ Communicati ons System Release 3. 0 Overview[...]

  • Page 2

    Copyright  2000, Avaya, Inc. All Rights Reserved, Printed in U.S.A. Notice Every effort was made to e nsure that th e information in this boo k was comple te and accurate at the time of printing. However , informati on is subject to change. A vaya Web Page Th e wo rld w id e we b hom e pa ge fo r A v aya is : http://www . avaya.com Preventin g T[...]

  • Page 3

    iii Overview 555-233-001 — Issue 2 — November 2000 Contents About This Document vii Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii Intended au diences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [...]

  • Page 4

    Contents Overview 555-233-001 — Issue 2 — November 2000 iv 3 Adjuncts 3-1 Power S ystems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 On hold and delayed announcem ent systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Headsets . . [...]

  • Page 5

    Contents v Overview 555-233-001 — Issue 2 — November 2000 6 Wirel ess Solutions 6-1 Medium -Range mobil ity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 - 1 Long-R ange mobilit y . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

  • Page 6

    Contents Overview 555-233-001 — Issue 2 — November 2000 vi 10 Networking 10-1 Uniform D ial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1 Distribute d Commun ication Sy stem — Integra ted SDN and Non-Integrated S DN . . . . . . . . . . . . . . . . . . . . . . . . [...]

  • Page 7

    vii Overview 555-233-001 — Issue 2 — November 2000 About This Document Purpose This document provides a high-level overview of the features, components, and capabilities of the DEFINITY ONE ™ Communications System (DEFINI TY ONE). For information on how to install, ad mi nister , or maintain DEFI NI TY ONE, see the DEFINITY ONE Documents Main[...]

  • Page 8

    Conventions used in this document About This Document Overview 555-233-001 — Issue 2 — November 2000 viii • Chapter 7, Computer T elephony Integration describes the applications that enable employees to combine co mputer and telephone functions to access client informati on. • Chapter 8, T eleco mmuting/V irtual Office des cribes applicatio[...]

  • Page 9

    Trademar ks ix Overview 555-233-001 — Issue 2 — November 2000 About This Document T rademarks This documen t contains references to the fo llowing Avaya trad emarked produ cts: • AUDIX ® • CallV iso r ® • DEFI NI TY ® • DEFINITY ONE ™ Communications System • I NTUITY ® • CentreV u ® • BCMS V u ® • PassageW ay ® • CALL[...]

  • Page 10

    How to order documentation About This Document Overview 555-233-001 — Issue 2 — November 2000 x How to o rder documen t ati on This documen t orde r number i s 555-233 -001, Iss ue 3. To ord er this do cument, contact: Lucent Technologies BCS Publications C enter 2855 Nort h Frankl in Road Indianapo lis, IN 46219-138 5 U.S.A. Voice: 1 800 457-1[...]

  • Page 11

    1-1 Overview 555-233-001 — Issue 2 — November 2000 1 Introduction The DEFINITY ONE Communications System (DEFINITY ONE) Release 3.0 pro vides A vaya customers an integrated set of ap plications that are admin istered through an easy-to-us e interface. DEFINITY ONE of fers sophisticated busin ess features and functionality , such as voice mail, [...]

  • Page 12

    DEFINITY ONE Communications System 1 Intr oduction Overview 555-233-001 — Issue 2 — November 2000 1- 2 What’ s new in release 3. 0 DEFINITY ONE with DEFINITY Release 9 offers significant new features and improvements to facilitat e system administ ration and enhance call center functions. These features include customer access to Windows via [...]

  • Page 13

    DEFINITY Site Administra tion (DSA) 1-3 Overview 555-233-001 — Issue 2 — November 2000 1 Intr oduction AUDIX AUDIX provides a me ssaging communication s solution for un ified voice and fax messaging. Accessing v oice mail and fax via phon e, PC, l aptop, and wireless saves the user valuable tim e. This release of AUDIX includes several enhan ce[...]

  • Page 14

    Web browser ac c ess 1 Introduction Overview 555-233-001 — Issue 2 — November 2000 1- 4 Web browser access DEFINITY ONE can be administer ed through a web interface. Using a PEER WEB server through a LAN connection, the adminis trator can download software (Message Manager, DSA), co nnect to DEFINITY or Intuity, schedule a backup or l ook at ba[...]

  • Page 15

    System administ ra ti on 1-5 Overview 555-233-001 — Issue 2 — November 2000 1 Intr oduction • Wi re l e s s The W ir eless S tarter Package enhances mobility with in business locations, enabling employees to r eceive important calls away from their des ks. It is available in single- and multi-zone packages for 1 to 25 users. The Wir eless Sta[...]

  • Page 16

    AMIS Analog Networking 1 Intr oduction Overview 555-233-001 — Issue 2 — November 2000 1- 6 AMIS Analog Networ king The Audio Messaging In terchang e Sp ecification (AMIS) An alog Networking featu re lets subscribers exchange v oice mail messages with voice mes saging systems anywhere in the world , provid ed those systems al so have A MIS analo[...]

  • Page 17

    Hardwa re 1-7 Overview 555-233-001 — Issue 2 — November 2000 1 Intr oduction Release 3.0 allows for the addition of o ne expansion cabinet. The cabinet mus t be side-by-side with the f irst cabinet and connected b y LAN. Figure 1-1. /Comp a ct Modular Cabinet Slots 1 and 2 are reserved for th e TN795 circuit pack. S lot 3 is recomm ended for th[...]

  • Page 18

    Software 1 Intr oduction Overview 555-233-001 — Issue 2 — November 2000 1- 8 Software DEFINITY ONE systems use DEFINITY Release 9 software. For m ore information, see DEFI N ITY Ent erpr i se Comm unica t ions Sy stem R eleas e 9 Feat ure Desc ri ption . In addition to the basic software, optio n a l packag es (see Starter appl ication package [...]

  • Page 19

    Incomparab le service 1-9 Overview 555-233-001 — Issue 2 — November 2000 1 Intr oduction Incomp arab le service DEFINITY ONE customers enjoy incomparable service. Avaya’s knowledgeable sales associates and techn icians are thoroughly trained in remo te alarming, exp ert systems, troub leshooting, and dis aster-recovery p rocedures.[...]

  • Page 20

    Incomparab le service 1 Intr oduction Overview 555-233-001 — Issue 2 — November 2000 1- 10[...]

  • Page 21

    2-1 Overview 555-233-001 — Issue 2 — November 2000 2 Desktop/Console Solutions The communi cations nee d s of people in yo ur compan y vary wid ely . Some may requi re only basi c teleph one service. Others may n eed ef fective messaging s ervices or high -speed data comm unications and access to a variety of host and personal computers. DEFINI[...]

  • Page 22

    Telephones for the global marketplace 2 Desktop/Console Solutions Overview 555-233-001 — Issue 2 — November 2000 2- 2 Digit al DCP telephones Digital telephones using th e DCP use digital transmission for inte grated voice, data, and contr ol signals. Tr ansmissi on is over a connection consisting of one or t wo pair of wires. Each conn ection [...]

  • Page 23

    Telephones for the global marketplace 2-3 Overview 555-233-001 — Issue 2 — November 2000 2 Desktop/Console Solutions • The 4612 IP telephone is a digital, multil ine IP telephone that has 12 call appearance/ feature bu ttons and a 2- line by 24- character display . The 4612 has 12 additional features that are accessible v ia the 2- line by 24[...]

  • Page 24

    Telephones for the global marketplace 2 Desktop/Console Solutions Overview 555-233-001 — Issue 2 — November 2000 2- 4 6400-Series telephon es DEFINITY ONE supp orts the following 6400-Series telepho nes: • 6402 tel ephone The 6402 telephone is a digital, sin gl e-li ne DCP telep hone without a display; it can be wall mounted. This cost-effect[...]

  • Page 25

    Telephones for the global marketplace 2-5 Overview 555-233-001 — Issue 2 — November 2000 2 Desktop/Console Solutions A 24 -butt on expa nsi on modu l e can be added to pr o vide 24 addit iona l auxil iary buttons. (The 24- button exp ansion m odule requires power fro m the stati on or th e closet.)The 641 6D+M al l ows y ou to ins t all a 1 00A[...]

  • Page 26

    Telephones for the global marketplace 2 Desktop/Console Solutions Overview 555-233-001 — Issue 2 — November 2000 2- 6 8400-Ser ies digit al telephones The 8400-Series telepho nes are versatile 2 -wire/4-wire D CP t elephones that off er flexibility and co st savings and sup port most of the key/h ybrid features of DEFINI TY ONE. ( T able 2-1 on[...]

  • Page 27

    Telephones for the global marketplace 2-7 Overview 555-233-001 — Issue 2 — November 2000 2 Desktop/Console Solutions Requirement s The 8400-Series telephones are comp atible with all 2-wire and 4-wire DCP circuit packs. T able 2-1. Differences be tween the 6400-Serie s telephone s and 84 00-Series tel ephones Featur e 6400-S eries telephones 84[...]

  • Page 28

    Telephones for the global marketplace 2 Desktop/Console Solutions Overview 555-233-001 — Issue 2 — November 2000 2- 8 9400-Ser ies digit al telephones The 9400-Series telepho nes (used only in selected Eur opean cou ntries) are d igital telepho nes. The 940 3 and 9 434 telepho nes oper ate in bot h 2-wire and 4-wire configur ations. Th e 9410 t[...]

  • Page 29

    Telephones for the global marketplace 2-9 Overview 555-233-001 — Issue 2 — November 2000 2 Desktop/Console Solutions Analog (single-line) telephones Single-line telephones are an eco nomical choice for users who do n ot handle many calls and do not use mo dems and fax machines exte nsively. All signals between analo g telephones and the DEFINIT[...]

  • Page 30

    Telephones for the global marketplace 2 Desktop/Console Solutions Overview 555-233-001 — Issue 2 — November 2000 2- 10 8100-Ser ies analog telephones The 8 100-S eries tel ephon es are si ngle-l ine analog telepho nes that require one t ip-and- ring pair for operation. Th ese telephones are not currently s old as new. DEFINITY ON E supports the[...]

  • Page 31

    Telephones for the global marketplace 2-11 Overview 555-233-001 — Issue 2 — November 2000 2 Desktop/Console Solutions • 9103 tel ephone The 9103 t elephone h as the fol lowing features: ~ Convenien t puls e or pu sh-butt on ton e diali ng ~ A fully modular connectio n that provides maximum ease of installat ion ~ Battery backup in case of pow[...]

  • Page 32

    Attendant Consoles 2 Desktop/Console Solutions Overview 555-233-001 — Issue 2 — November 2000 2- 12 Attendan t Consoles To increase the ef fectiveness of attendants handling calls, DEFINITY ONE offers the following tools : • DEFINITY 302C Attendant Cons ole (requires conne ct ivity to a 2 -wire circuit pack) • The DEFINITY 302B Attendant Co[...]

  • Page 33

    Attendant Consoles 2-13 Overview 555-233-001 — Issue 2 — November 2000 2 Desktop/Console Solutions Requirement s The following requirements m us t be met for th e PC Console to fun ctio n properly: • An IBM-compatible per sonal computer with: ~ A Pentium-ba sed, 100-Megahertz o r higher p rocessor ~ A minimum of 16 megabytes ( MB) of rando m-[...]

  • Page 34

    Attendant Consoles 2 Desktop/Console Solutions Overview 555-233-001 — Issue 2 — November 2000 2- 14[...]

  • Page 35

    3-1 Overview 555-233-001 — Issue 2 — November 2000 3 Adjunct s DEFINITY ONE provides the follo wing equipmen t to supplement the s ervices and f eatures of you r system and telepho nes: • Powe r s yste ms • On hold and delay ed announcement sys tems • Headsets • Audio a nd visu al pagin g • Alerts and s ensors • Speakerphones • Se[...]

  • Page 36

    On hold and delayed a nnouncement systems 3 Adjuncts Overview 555-233-001 — Issue 2 — November 2000 3- 2 On hold and delayed announcement systems Avaya offers the following ex ternal annou ncement systems fo r DEFINITY ONE: • Magic On Hold Express Syst ems Magic On Hold Express sys tems provide businesses with fully cus tomized, professionall[...]

  • Page 37

    Audio and visual paging 3-3 Overview 555-233-001 — Issue 2 — November 2000 3 Adjuncts Audio and visual p agi ng Avaya’s overhead voice p aging equipment all ows tel ephone users to make announcements by speaking into a telephone han dset. DEFINITY ONE supports as many as 9 pa ging zones, an d 1 zone can b e set up to activate every zone at th[...]

  • Page 38

    Call Acco unting System s 3 Adjuncts Overview 555-233-001 — Issue 2 — November 2000 3- 4 • Remote Port Security Device The Remote Port Security Device (RPSD) is a single-line dial-up port protection system that prevents unauthorized access to a host resource. Ho st resource dial-up ports are pro tected by the inst allation of the RPSD lock on[...]

  • Page 39

    Call Acco unting System s 3-5 Overview 555-233-001 — Issue 2 — November 2000 3 Adjuncts • Call Accoun ting Sys tem for W indows (CFW) The Call Acc ounting S ystem for W indows (CFW) allows y ou to gen erate comprehensive and accurate accounting reports us ing the Microsof t W indows 98 or 95 environ ment. Detailed or s ummary reports can be e[...]

  • Page 40

    Call Acco unting System s 3 Adjuncts Overview 555-233-001 — Issue 2 — November 2000 3- 6[...]

  • Page 41

    4-1 Overview 555-233-001 — Issue 2 — November 2000 4 I NTUITY AUDIX Messaging Fewer than 30 percen t of pers on-to-person b usiness calls reach th e intended party o n the first attempt. This makes the day-to-da y business com munication s frustrat ing and can impact productivi ty . Integration of communications with A v ay a’ s INTUITY AUDIX[...]

  • Page 42

    Additional sources of information 4 I NTUITY AUDIX Mess aging Overview 555-233-001 — Issue 2 — November 2000 4- 2 Additiona l sources of info rmation The following additional inf orm atio n fo r adm ini ster in g AUDIX is available: • AUDIX System Administration documentation on the DEFINITY ONE documentat i on CD • The Message Manager Inst[...]

  • Page 43

    Accessing AUDIX Adminis tration 4-3 Overview 555-233-001 — Issue 2 — November 2000 4 I NTUITY AUDIX Mess aging Review and test the DSA conn ection To review and test th e DSA connection: 1. Review the V o ice Mail System Sum mary and make an y needed corrections. 2. Click Te s t to try the connectio n . If the con nection works , DSA displ ays [...]

  • Page 44

    Accessing AUDIX Adminis tration 4 I NTUITY AUDIX Mess aging Overview 555-233-001 — Issue 2 — November 2000 4- 4 Using T e lnet to access AUDIX Administration To access AUDIX via Telnet or another terminal emulator: 1. Set up a connection t o local T elnet or other term inal emulat or using the fo llowing informati on: ~ Local machine name for h[...]

  • Page 45

    Features of AUDIX 4-5 Overview 555-233-001 — Issue 2 — November 2000 4 I NTUITY AUDIX Mess aging Features of A UDIX The following AUDIX f eatures allow u sers to send , receiv e, an d organ ize vo ice, text, and fax messages : • V oice Messaging • V oice Mailbox • T ransmission Co ntrol Pro tocol/Internet P rotocol (TCP/IP) • Message Ma[...]

  • Page 46

    Features of AUDIX 4 I NTUITY AUDIX Mess aging Overview 555-233-001 — Issue 2 — November 2000 4- 6 In addition to basic capabilities, th e Outcalling function of A UDIX Voice Messaging allows the feature to: • Automatically place a call from AUDIX to a u ser when messages are waiting • Specify the number to be called by AUDIX when messages a[...]

  • Page 47

    Features of AUDIX 4-7 Overview 555-233-001 — Issue 2 — November 2000 4 I NTUITY AUDIX Mess aging Incoming m a ilbox Mailboxes ar e divid ed into t wo sections , the incoming mailbo x, and the out going mailbox. The incom ing mailbox receives messages f rom other us ers, from the AUDIX application, and fro m callers redirected to the mailbo x be[...]

  • Page 48

    Features of AUDIX 4 I NTUITY AUDIX Mess aging Overview 555-233-001 — Issue 2 — November 2000 4- 8 TCP/IP AUDIX Tran smissio n Contro l Progr am/Internet Protoco l (TCP/IP ) provi des the ability to exchange messages wit h subscribers on other AUDIX systems. The remote system can be nex t to or geog raphically distant fro m the local DEFINITY ON[...]

  • Page 49

    Features of AUDIX 4-9 Overview 555-233-001 — Issue 2 — November 2000 4 I NTUITY AUDIX Mess aging TCP/IP enhances AUDIX Messaging in many ways: • Customers who exceed the capacity of one AUDIX application at a single location can network mu ltiple machines. T his enables users to ex change messages as if they were o n the same machine. • Cus[...]

  • Page 50

    Features of AUDIX 4 I NTUITY AUDIX Mess aging Overview 555-233-001 — Issue 2 — November 2000 4- 10 Message Manager includ es the basic functions listed in Ta b l e 4 - 3 . T able 4-3. Messag e Manager fu nctions and descriptio ns Function Description Send messages to multiple recipients You can create and se nd a message with on e or more mes s[...]

  • Page 51

    Features of AUDIX 4-11 Overview 555-233-001 — Issue 2 — November 2000 4 I NTUITY AUDIX Mess aging The following info rmation is available to Mes sage Manager users : • Message Manager Quick Re ference Guide, available on the DEFINITY ONE documentat i on CD • Message Manager on line help, available by selecting C ontents from the Message Man[...]

  • Page 52

    Features of AUDIX 4 I NTUITY AUDIX Mess aging Overview 555-233-001 — Issue 2 — November 2000 4- 12 F AX Messaging The Avaya FAX Messaging feature combines the send and receive capabilities of a stand-alone fax machine or fax modem on a PC with the capabilities of Av aya messaging. Bes ides sending, receivin g, and printing a fax over the teleph[...]

  • Page 53

    Features of AUDIX 4-13 Overview 555-233-001 — Issue 2 — November 2000 4 I NTUITY AUDIX Mess aging Bulletin Board A bulletin boar d is an electronic messaging system. Callers dial the b ulletin board’s telephone number and the system ans wers and plays a recorded mes sage. The major difference between a b ulletin board and an automated attenda[...]

  • Page 54

    Features of AUDIX 4 I NTUITY AUDIX Mess aging Overview 555-233-001 — Issue 2 — November 2000 4- 14[...]

  • Page 55

    5-1 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center The DEFINITY ONE Call Center applications are designed to ef ficiently connect each caller to the appropriate representative. Before the call is routed, inform atio n is captured about the caller and integrated with existing databases (see Chapte r 7, Com puter T el ephon y Inte g[...]

  • Page 56

    Automatic Call Distribution (ACD) 5 Call Center Overview 555-233-001 — Issue 2 — November 2000 5- 2 Automati c Call Distribution (A CD) If your company has departm e n ts (such as sales, billing, or custom er ser vice) th at handle large volumes of incomi ng calls, you can be nefit by us ing DEFI NITY ONE’s powerful ACD capab ilities . ACD is[...]

  • Page 57

    Automatic Call Distribution (ACD) 5-3 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center Figure 5-1. A Basic Example of Automatic Call Distrib ution DEFINITY places all Automatic Call Distribution calls into a queue. Each call stays in the queue un til an agent becomes available, un til an optional timed interval elapses, or until the[...]

  • Page 58

    Automatic Call Distribution (ACD) 5 Call Center Overview 555-233-001 — Issue 2 — November 2000 5- 4 Two features provide for redirec t ion of ACD hunt g roup calls: • Intraflow al lows an ACD call to be re directed from one hunt group to another through cover age paths that are as signed to determ ine call-redirection criter ia. • Interflow[...]

  • Page 59

    Basic Call Management System 5-5 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center Basic Call Managem ent System The Basic Call Management Syst em (BCMS), an integrated, in ternal capability of DEFINITY ONE, is a cost-effective s olution for small start-u p Call Centers or fo r existing companies with minimum system-meas uring/repo r[...]

  • Page 60

    Attendant Vectoring 5 Call Center Overview 555-233-001 — Issue 2 — November 2000 5- 6 Attendant V ecto ring This is a DEFINITY ONE feature for calls where the ca l ler is seeking an a t tendant. It provides a lower-priced solution for customers who want to vector attendant calls that go to an attendant without purchas in g the full v ecto ring [...]

  • Page 61

    Call Center Del uxe 5-7 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center • Service Observ ing Rem ote • T imed After Call W ork/Ag e n t Pause Between Calls • V uSt ats (incl uding the Service Level and L ogin IDs enhancements) Note: 12-Agent Call Center Basic is included with DEFINITY ONE Release 2.0 a n d later softwa re. Ca[...]

  • Page 62

    CentreVu Virtual Routing 5 Call Center Overview 555-233-001 — Issue 2 — November 2000 5- 8 CentreV u Virtual Routing CentreVu Virt ual Routin g, a DEFINI TY ONE featur e, helps you p rovide the best possibl e service t o you r custom ers whil e using all your Call Ce nter reso urces wisel y and cost-effectively. Cen tr eVu Virtual Routing allow[...]

  • Page 63

    CentreVu Advocate 5-9 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center CentreV u Advocate You can leverage y our Call Center as a s trategic business asset with Av aya’s innovative C entreVu Advocate so ftware solut ion. Cent reVu Advocate, a DEFINITY ONE feature, eliminates the chaos and rand omness associated with call hand ling[...]

  • Page 64

    BCMS Vu 5 Call Center Overview 555-233-001 — Issue 2 — November 2000 5- 10 • Service Level Superv iso r with Reserve Agents Service Level Sup ervisor gives you the ability to set Estimated W ait T ime (EWT) thresholds for sk ills an d to assign agents as reserve, in the event a skill overruns its threshold. Ser vice Level Supervisor will over[...]

  • Page 65

    CentreVu CT 5-11 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center CentreV u CT Computer Telephony Integrat ion (CTI ) is the l inking o f telepho ne commun ication systems to pers onal computers , which can incr ease productivity and cu stomer satisfaction through the ex change of information between the PC and the telephone. CTI ap[...]

  • Page 66

    CentreVu Call Management System (CMS) 5 Call Center Overview 555-233-001 — Issue 2 — November 2000 5- 12 CentreV u Call Mana gement System (CMS) The performance of the Cent reVu Call Center is critical to your business success. The CentreVu Call Managemen t System (CMS) supplies the too ls needed to us e the knowledge of the pres ent as well as[...]

  • Page 67

    CMS add-on packages 5-13 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center CMS add-on p ackages The follow ing secti ons des cribe CMS add-on p ackages: • CentreV u Supervisor • CentreVu Exp lorer II • CentreVu Visual Vectors CentreV u Supervisor CentreVu Superviso r is an effective management tool that expands the capabilities[...]

  • Page 68

    CMS add-on packages 5 Call Center Overview 555-233-001 — Issue 2 — November 2000 5- 14 CentreV u Explorer II CentreVu Explorer II takes yo ur CentreVu CMS reporting capabilities to the next level by pr oviding a more granul ar view of ag ent and call activity thr oughou t your call center operation. CentreVu Explorer II is an optional, server-b[...]

  • Page 69

    CentreVu Compact Cal l Center So lutions Pac kages 5-15 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center You can use y our Window s-bas ed works tatio ns with a Web bro wser to connect t o the LAN and use the CentreVu Explorer II GUI to access the local database an d access details such as ho w many tim es a call has been put on hol[...]

  • Page 70

    CentreVu Compact Cal l Center So lutions Pac kages 5 Call Center Overview 555-233-001 — Issue 2 — November 2000 5- 16 • Enhanced Package The Enhanced Package of fers the following features: ~ Support for 6, 12, 25, or 50 agents ~ DEFINITY Release 9 Deluxe Call Center sof tware R TU license ~ Basic Call Management System R TU license ~ BCMS V [...]

  • Page 71

    6-1 Overview 555-233-001 — Issue 2 — November 2000 6 W i reless Solutions Most business es today stru ggle to improve custo mer service and i ncrease pr ofits while controlling st af f size and costs. T o maintain a balance between s ervice and cos ts, employees mus t be more produ ctive, responsi ve, and mobile in performin g their jobs. W ire[...]

  • Page 72

    Long-Range mobility 6 Wirele ss Solutions Overview 555-233-001 — Issue 2 — November 2000 6- 2 TransTalk 9000 is available in two configuratio n s: • Complet e Syst em : carrier that hold s up to six radio modul es, MDW 9031 pocketpho ne, and corres ponding char ging crad les, radi o modul es, and holsters • Stand- al one: a s ingle radi o m[...]

  • Page 73

    Long-Range mobility 6-3 Overview 555-233-001 — Issue 2 — November 2000 6 Wirele ss Solutions Figure 6-2. Long-Rang e mobility The DEFINITY Wireless Business System PWT , when integrated with DEFINITY ONE, offers inhe rent efficiencies. This solution is su pported by a patented software pro du ct uniq ue to the wireless industry. Avay a’s Wire[...]

  • Page 74

    Applicat ion Start er Package 6 Wirele ss Solutions Overview 555-233-001 — Issue 2 — November 2000 6- 4 Application St arter Package The Wireless Starter Package enhances mobi l ity within your bu siness environment by allowing employees to receive i mportant calls when away from their d esks. It is available in a single- or a m ulti-zone packa[...]

  • Page 75

    7-1 Overview 555-233-001 — Issue 2 — November 2000 7 Computer T elephony Integration Computer T elephony Inte gration ( C TI) is the linkin g of tel ephone co mmunicatio n systems to perso nal computers, which can in crease productiv ity and cus tomer satisfaction throug h the exchange o f information between the PC and the telephone. CTI app l[...]

  • Page 76

    Server- Based s olutions 7 Computer Telephony Integration Overview 555-233-001 — Issue 2 — November 2000 7- 2 Third-Party applications All of th e third-part y CTI appl ication s currently su pported by DEFINIT Y are also support ed by DEF INITY ONE, except for those that require adjunc t routin g. The following is a list of som e CTI applicati[...]

  • Page 77

    DEFINITY IP Softphone 7-3 Overview 555-233-001 — Issue 2 — November 2000 7 Computer Telephony Integration DEFINITY IP Softp hone DEFINITY IP Softp hones oper ate on a PC equi pped with Microsof t Wind ows 95/98/NT and with TCP/IP connectivity to DEFINITY ECS. Release 9 IP Softphones offer enhan cements to inf ormation display, s ecurity, and se[...]

  • Page 78

    DEFINITY IP Softphone 7 Computer Telephony Integration Overview 555-233-001 — Issue 2 — November 2000 7- 4[...]

  • Page 79

    8-1 Overview 555-233-001 — Issue 2 — November 2000 8 T elecommuting/V irtual Office A vaya’ s research and indep enden t indus try s t udies sho w that telecom muters are gener a lly 15 to 30 percen t more productive. T elecommuters con vert travel time into productive wo rk time, are less likely to be distracted by normal of fice routines, a[...]

  • Page 80

    Pipeline 15 8 Tele comm ut ing /V irtual Of fice Overview 555-233-001 — Issue 2 — November 2000 8- 2 St ation Security Codes Station Security Codes protect access to telepho ne stations and can be chan ged by th e telephone users. This feature allows you to ensure pro tection of your con sole features. All of these f eatures are des cribed in d[...]

  • Page 81

    DEFINITY Extender 8-3 Overview 555-233-001 — Issue 2 — November 2000 8 Tele comm ut ing /V irtual Of fice DEFINITY Extend er DEFINITY Ex tender is a s ingle-box remote voice and dat a soluti on for telecommuters, remote agents, and br anch offices u sing DEFINITY ONE. DEFINITY Extender helps increase the productivity and performance of remote w[...]

  • Page 82

    Remote Max 8 Tele comm ut ing /V irtual Of fice Overview 555-233-001 — Issue 2 — November 2000 8- 4 Remote Max Remote MAX is a product which acts like a simple switch at the remote s ite to connect remote stations and local access trunks. Th e Remote MAX supports VOIP and DCP, as well as analog lin e and trunk con nections. In addition, each Re[...]

  • Page 83

    9-1 Overview 555-233-001 — Issue 2 — November 2000 9 System Administration DEFINITY ONE off ers a variety of m odular too ls for man aging yo ur system. T erm inal and facility adm in istr atio n features allow you to administer telephones, computers, facilities, and features th rougho ut your system o r network. T raffic managemen t features a[...]

  • Page 84

    DEFINITY Site Administra tion release 1.5 9 Syst em Administratio n Overview 555-233-001 — Issue 2 — November 2000 9- 2 • Graphically Enhanced DEFINITY I nterface (GEDI) The Graphically Enhanced DEFINITY Interface feature p rovides users with a W indows-like inter face to: ~ Add DEFINITY objects ~ Remove DEFINITY objects ~ Change DEFINITY obj[...]

  • Page 85

    DEFINITY Site Administra tion release 1.5 9-3 Overview 555-233-001 — Issue 2 — November 2000 9 Syst em Administratio n • Glob al C ha nge C a pabil i ty The global change capability lets users se lect and change field values in on e or more of the followin g objects that matches a s earch filter: ~ Agent login ID ~ Coverage path ~ Data module[...]

  • Page 86

    Terminal administration 9 System Administ ration Overview 555-233-001 — Issue 2 — November 2000 9- 4 T erminal administratio n DEFINITY ONE includes features that simplify and accelerate the administration process from a terminal. Portless Administration/Administration Without Hardware The Administration Wit hou t Hardware feature offers the ca[...]

  • Page 87

    Scheduling 9-5 Overview 555-233-001 — Issue 2 — November 2000 9 Syst em Administratio n Automatic S tation Reloca tion/T erminal T ranslation Initialization Terminal Translation Initiali zation is a feature that works with the Administratio n Without Hardware feature. Terminal Translation Initiali zation is part of the Portless Administrat ion/[...]

  • Page 88

    Basic reporting 9 Syst em Administratio n Overview 555-233-001 — Issue 2 — November 2000 9- 6 Basic reporting DEFINITY ONE has buil t-in capabil ities for gen erating reports. These reports are available without special hardware or software. • System Measurements repo rts supply info rmation on the status of all communication facilities. Thes[...]

  • Page 89

    Performan ce measurements 9-7 Overview 555-233-001 — Issue 2 — November 2000 9 Syst em Administratio n • The T raff ic Summary report offers additional measurements that help configure the switch, determine the s witch’ s capacity for growt h, and repor t unauthorized switch-access attempts. These measurements can be used to verify that you[...]

  • Page 90

    Call Charge informa tion 9 Syst em Administratio n Overview 555-233-001 — Issue 2 — November 2000 9- 8 The ECS Rep orts Gener ator prod uces all standard repo rts, plus the fol lowing: • The U nuse d Extens ion R eport shows a ll unu s e d exten sion s. • The Configurat ion Pict orial graphical ly depicts your system, w ith cabinet , carrie[...]

  • Page 91

    Call Detail Rec ording 9-9 Overview 555-233-001 — Issue 2 — November 2000 9 Syst em Administratio n Call Det ail Recording Call Deta il R ecord in g (C DR) he lp s y ou man a ge call cost s by le tt i ng y ou mo ni tor an d analyze call patterns and usage in yo ur system. Call Det ail Recordi ng features DEFINITY ONE Release 3.0 CDR in cludes t[...]

  • Page 92

    Secur ity 9 Sy stem Administrat ion Overview 555-233-001 — Issue 2 — November 2000 9- 10 Call Det ail Recordi ng devices There is no RS-232 interface provided by DEFINITY ONE fo r LAN. Y our CDR Output Records are s tored in D: A vaya Data/CDR/ in files Cas.in an d Cdr .out. Call Accountin g Systems Several options are availabl e to you for cal[...]

  • Page 93

    Starter applicatio n package 9-11 Overview 555-233-001 — Issue 2 — November 2000 9 Syst em Administratio n St arter applicatio n p ackage The System Administration Starter Packag e has all the function ality of the DEFINITY Si te Adminis tration p ackage, bu t for a s ingle site. This Windows-base d software ap plication lets yo u make chan ges[...]

  • Page 94

    Starter applicatio n package 9 Syst em Administratio n Overview 555-233-001 — Issue 2 — November 2000 9- 12[...]

  • Page 95

    10-1 Overview 555-233-001 — Issue 2 — November 2000 10 Networking DEFINITY ONE provides powerful voice and data capabilities and con nection s to a variety of voice and data networks . DEFINITY ONE bui lds on A vaya’ s establis hed networ king st rengths to of fer you network - management features , network in terfaces, a va riety of private-[...]

  • Page 96

    Distributed Communication System — Integrated SDN and Non-Integrated SDN 10 Networking Overview 555-233-001 — Issue 2 — November 2000 10- 2 Feature transparency means that features wor k the same from a user’s persp ective, whether the telephones involved are assig ned to the same switch or to different switches. Users in a DCS can dial eac[...]

  • Page 97

    DEFINITY ONE DCS networks 10-3 Overview 555-233-001 — Issue 2 — November 2000 10 Networking DEFINITY ONE DCS netwo rks If your company has two or mor e si tes with D EF INITY ONE, you ca n netwo rk them together using the DCS over ISDN-PRI feature (DCS+). This requires a system to use ISDN-PRI si gnaling. Th e network co nnections can be either[...]

  • Page 98

    World-Class Routing 10 Networking Overview 555-233-001 — Issue 2 — November 2000 10- 4 W orld-Class Routing DEFINITY ONE is a world-class system that meets the needs of global customers. One capability essential in meeting these needs is the ability for users to flexibly dial any location in the world, regardless of the dial plan used at that l[...]

  • Page 99

    Network management features 10-5 Overview 555-233-001 — Issue 2 — November 2000 10 Networking Network managem ent features DEFINITY ONE has a variety o f features that enable you to manage y our networ k resources effectively. Here are just a few examples of DEFINITY ONE features that can be used t o manage yo ur netw ork: • T i me of Day Ro [...]

  • Page 100

    Network management features 10 Networking Overview 555-233-001 — Issue 2 — November 2000 10- 6 If Generalized Route Selection is n ot being used when a call is made, the system selects a routing pattern based on the di gits dialed. The system checks the rou ting preferences in that p attern in the order th ey were listed, and the first availabl[...]

  • Page 101

    Network management features 10-7 Overview 555-233-001 — Issue 2 — November 2000 10 Networking Facility Restriction Level Facility Restrict ion Level s are used to limit user calli ng priv ileg es for incoming and outgoing calls. The Facility Restri ction Level determines if a call attempt is permitted and which rout es can be used or denied in [...]

  • Page 102

    Network interfaces and equipment 10 Networking Overview 555-233-001 — Issue 2 — November 2000 10- 8 Network interfaces and e quipment DEFINITY ONE s upports a variet y of interface s to voice and dat a networks. Trunks supply links betw een DEFI NITY ONE, t he public n etwork , and other switches . DS1 interfaces offer high-s peed digital conne[...]

  • Page 103

    ISDN 10-9 Overview 555-233-001 — Issue 2 — November 2000 10 Networking Miscellan eous trunk s Miscel laneous trun ks perform functions t hat do not fi t neatly into any of thos e already described: • Release-link trunks are used b etween switch locations to p rovide Centralized Attendant Service. • Remote-access trunks provide of f-premises[...]

  • Page 104

    Centralized Att endant Service 10 Networking Overview 555-233-001 — Issue 2 — November 2000 10- 10 Centralized Atte ndant Service DEFINITY ONE owners wh o have more than one switch l ocation can benef it greatly by using the Cen tralized Attendant Service (C AS) feature. CAS reduces the n umber of required attendants, and, in most cases, all th[...]

  • Page 105

    Electronic Tandem Network 10-11 Overview 555-233-001 — Issue 2 — November 2000 10 Networking An important DEFINITY ONE networking feature is Main /Satell ite Extended Trunk Access. Extended Trunk Access allows dialed dig its that are undefined at a satellite or tributary switch to be routed over a trunk group to a main sw itch for interpretatio[...]

  • Page 106

    Starter applicatio n package 10 Networking Overview 555-233-001 — Issue 2 — November 2000 10- 12[...]

  • Page 107

    11-1 Overview 555-233-001 — Issue 2 — November 2000 11 SNMP Native Agent Software DEFINITY ONE includ es a SNMP (Si mple Netw or k Mamagemen t Proto col ) Native Agen t. The agent provi d es a SNMP interface to the system’ s alarm and error tables, select perf ormance measurem ents, and select configuration d ata. The agent also sup ports SNM[...]

  • Page 108

    SNMP Tr a ps 11 SNMP Native Agent Software Overview 555-233-001 — Issue 2 — November 2000 11- 2 Via the SNMP The agent allows retrieval of DEFINITY status data, system tim e, trunk g roup inf ormat ion, bo ard da ta, DS 1 boar d data, A TM boa rd dat a, por t data, stati on data, and data modules . It p rovides r etrie val of i nformati on rega[...]

  • Page 109

    DEFINITY ONE Co-Resident Modules 11-3 Overview 555-233-001 — Issue 2 — November 2000 11 SNMP Native Agent S oftware License Server The SNMP agent will use the license server. DSA The SNMP agent will not require DSA. Adm inistratio n of the SNMP agent is via GAS commands. Logins and the LAC The LAC is modified to provide a special interface for [...]

  • Page 110

    DEFINITY ONE Co-Resident Modules 11 SNMP Native Agent S oftware Overview 555-233-001 — Issue 2 — November 2000 11- 4[...]

  • Page 111

    A-1 Overview 555-233-001 — Issue 2 — November 2000 A Features This appendix pro vides a list of th e features of DEFINITY ONE arrang ed in the fo llowing categories: • Automatic Ro u ting Features • Basic Features • Call Center Features • Private Networking Features • T runk Group Featur es This appendix lists all DEFINITY ONE capabil[...]

  • Page 112

    Basic fe atur es A Featu res Overview 555-233-001 — Issue 2 — November 2000 A- 2 Basic features The following featur es are supported with DEFINITY ONE: • Abbreviated Dialing • Administer ed Connecti ons • Administr able Languag e Disp lays • Administ ration Change Notificatio n • Administ ration W itho ut Hardware • Alphanumeric Di[...]

  • Page 113

    Basic fe atur es A-3 Overview 555-233-001 — Issue 2 — November 2000 A Featu res • Automatic Cal l T imer • Automatic Ci rcuit Assuranc e • Automatic Exclusion • Automatic Incom ing Call Display • Automatic Rou te Selection/Automatic Alternate R outin g Shortcut Dialing • Automatic T ransmission Measur ement System • Block Colle ct[...]

  • Page 114

    Basic fe atur es A Featu res Overview 555-233-001 — Issue 2 — November 2000 A- 4 • Default Dial ing • Demand Prin t • Dial Access to Attendant • Dial Plan • Dialed Number Identification Serv ice • Distinctiv e Ri nging • Dual DCP I-Channels • Easy Beyond T oday • Emergency Access to the Attendant • Enhanced Abbreviated Diali[...]

  • Page 115

    Basic fe atur es A-5 Overview 555-233-001 — Issue 2 — November 2000 A Featu res • Loudspeaker Paging Access • Manual Mess age W aiting • Manual Originati ng Line Service • Manual signal ing • Misoper ation H andling • Modem Pooli ng • Multi-Appearance Preselection and Prefer ence • Music-on-Hold Access • Night Service • Nume[...]

  • Page 116

    Call Center features A Featu res Overview 555-233-001 — Issue 2 — November 2000 A- 6 • Station User Administration • T elephone Self Administr a tio n • T empor ary Bridged Ap pearance • T enant Partitioning • T erminal T ranslation Initializati on • T erminating Extension Group • T i med Reminder and Attendant T imers • T ransf[...]

  • Page 117

    Call Center features A-7 Overview 555-233-001 — Issue 2 — November 2000 A Featu res • Call Prom pting • Call V ector ing • Calling Par ty/ Billing Number • CentreV u Advocate • CentreV u CT Server (add itional cost) • CentreV u V irtual Routing • Direct Agent Announcement • Duplicate Agent • Expert Agen t Selection • Flexibl[...]

  • Page 118

    Privat e networking f eatures A Featu res Overview 555-233-001 — Issue 2 — November 2000 A- 8 Private networking featu res The great expandability of DEFINITY ONE makes it a logical choice for setting up private netw orks. Co nsequently , the system incl udes many private netw orking features: • Centralized Attendant Ser vice • Distributed [...]

  • Page 119

    Trunk group feature s A-9 Overview 555-233-001 — Issue 2 — November 2000 A Featu res • QSIG Name and Number Identification • QSIG Path Replacement W ith Replacement • QSIG V alue- Called Numb er ID • Tr a n s it C o u n t e r • Uniform Dial Plan • User to User Information over Publ ic Netwo rk T runk group features DEFINITY ONE of f[...]

  • Page 120

    Trunk group feature s A Featu res Overview 555-233-001 — Issue 2 — November 2000 A- 10[...]

  • Page 121

    IN-1 Overview 555-233-001 — Issue 2 — November 2000 Index Numerals 800-serv ice trunks 10 -8 A accessing A UDIX administration 4- 2 ACD 1-4 adjunc ts alerts 3- 3 audio pa ging 3-3 call accoun ting systems 3-4 delayed announcem ent sy stems 3-2 external speakerpho nes 3-3 headse ts 3-2 Magic On Hold 3-2 Magic On Hold Expres s 3-2 on hold sy stem[...]

  • Page 122

    Index C Overview 555-233-001 — Issue 2 — November 2000 IN-2 C Call Accounting 1-4 Call Acco unting Sy stem for Windo ws 9-10 Call Accoun ting System Terminal 9- 10 call accoun ting systems 3-4 , 9-10 Call Acco unting Sy stem for Windo ws 9-10 Call Accoun ting System Terminal 9- 10 Call Answer 4-6 Call Answering for Nonreside nt Subscri bers, te[...]

  • Page 123

    E Index IN-3 Overview 555-233-001 — Issue 2 — November 2000 distri bu ted commu nications syst em (DCS) feature tr ansparenc y 10-2 ISDN 10-2 networks 10-3 nodes 10- 2 docume ntation comment s x conv entio ns viii order ing x using vii Drop-In Solutio ns 5-15 DS1 interface 10-9 E E1 interfac es 10-9 ECS Reports Generator 9-7 Electroni c Tand e [...]

  • Page 124

    Index N Overview 555-233-001 — Issue 2 — November 2000 IN-4 multiline digital cordless busi ness telephon e 6-1 Multinatio nal World C lass Automatic Alternate Routing 10-4 Multiple Personal Greetin g s, telec omm uti ng 8- 3 multipl exing, DS1 in terface 10-9 N netw ork equipm ent 10- 8 interfaces 10-8 mana geme nt 10-5 Network Mana ge m e nt [...]

  • Page 125

    T Index IN-5 Overview 555-233-001 — Issue 2 — November 2000 T T1 interfac es 10-9 Tandem Traffic reports 9-7 telecom muting 8-1 AUDIX features 8-3 Call Answering for Nonres ident Subscr iber 8-3 Call Forwarding Off- Net 8-1 DEFINITY Extender 8-3 Extended User Administ ration of R edirected Cal ls 8-1 features 8-1 Multiple P ersonal Greetings 8-[...]

  • Page 126

    Index W Overview 555-233-001 — Issue 2 — November 2000 IN-6[...]