Lucent Technologies 555-235-100 manuel d'utilisation

555-235 -100 June 19 99 Issue 2 DEFINITY® ProLogix™ Solutions Rele as e 2.0 Overview[...]

Copyright © 1997, 1 998 by Lu cent Techn ologie s. All ri ghts reser ved. For tradema rk, re gulatory c omplian ce, and r elated legal informa tion, see the copyrigh t and le gal notic es sectio n of thi s document.[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 iii Copyright and legal notices Copyright  199 9, Lucent T echnologie s All Rights Res erved Printed in U.S.A. Notice Every e ffort was made to ens ure that the inf ormation in this book was compl ete and ac curate at the tim e of prin ting. Howev er, info rmation is s[...]

Copyrigh t and lega l notice s DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 iv toll fr aud and th e steps th at can be taken t o reduce that risk. Lucent Technol ogies do es not war rant that this produc t is imm une from or will prev ent un auth oriz ed use of com mon-ca rri e r tel ecomm uni c atio n ser v ices or [...]

Copyrigh t and lega l notice s DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 v Comm ence is a tr ademark o f Commen ce Corpo ration. Octel is a regi stered trad emark o f Octel C ommunica tions Cor poratio n. Page Pac Pl us is a register ed trade mark of Harris Cor poratio n. PhoneL ine is a registe red trad emark of [...]

Copyrigh t and lega l notice s DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 vi You ca n be plac ed on a standing order lis t for this a nd othe r documents you may ne ed. Standi ng order will ena ble you to automatic ally rec eive upd ated versio ns of indi vidual documents or docume nt sets, b illed to a ccount info[...]

Contents DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 vii Copyright and legal n otices iii About This Document xv Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv Intended Audienc es . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv How to Us e This Docume nt[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Jun e 1999 viii Cabinets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8 Compac t Modular Cab inets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9 Software . . . . . . . . . . [...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 ix 4 Messaging/V oice Response Solutions 4-1 Messagi ng Syste ms and Call Cov erage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 Messagi ng Integratio n . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 INTUITY AUDIX . . . . . . .[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 x Basic Call Managemen t System Vu . . . . . . . . . . . . . . . . . . . . . . . . 5 -15 Requireme nts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 -16 Call Cen ter Basic . . . . . . . . . . . . . . . . . . . . . . .[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 xi Requireme nts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 -10 Third-Party A pplicatio ns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 -13 8 T elecommuting/V irtual Office[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 xii Sched uling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1 1 Basic Re porting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-12 Performanc e Measurem ents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-13[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Jun e 1999 xiii Facili ty Restrictio n Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-13 Authoriz ation Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 -14 Network Int erfaces an d Equipment[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 199 9 xiv DEFINITY E CS Rele ase 7.1 ( and later ) Installa tion & Maintenan ce for Co mpact Modula r Cabinets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B -4 DEFINITY A djuncts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B -5 DEFI[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 xv About This Document Purpose This document p rov ides an overview of the features, compo nents, an d capabilities of DEFINITY ® ProLogi x™ Solution s. This document prov ides high -level inf ormation ab out the sy stem; it d oes not d escribe how to install, ad minis [...]

About This Document How to Use This Document DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 199 9 xvi How to Use This Documen t Since this docu m e nt p rovides an ov e rview o f the features, co mponents, and capabilities of DEFINITY ProLogi x Solut ions, you should read this docum ent to g et a basic un derstandin g of DE[...]

About This Document How to Use This Document DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 xvii • Chapter 7, “Com puter T elephony Integ r ation Solutio ns ,” describes the applications that mer ge computer an d telephone functions, enabling employees in your company to cont rol their telephones from their perso[...]

About This Document Conventions Used in This Document DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 xviii Conventions Used in This Document The following co nventions are used in this do cument: • The term system is used in general to represen t DEFINITY ProLogix Solutio ns . • The term switch is used to represent[...]

About This Document How to Order Documentation DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 199 9 xix How to Order Documenta tion This docum ent’ s order number is 555-235 -100, I ssue 2. The comco de for this document is 1084321 39. T o order t his document, co ntact: Lucent T echnologies BCS Publications Center 2855 N[...]

About This Document How to Comment on This Document DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 xx How to Comment on This Docu ment Lucent T echnologies welco mes your feedback. Please fill out the reader com ment form at the back of the document and retu rn it. If the r eader c omment form is mi ssi ng, fax you r c[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 1-1 1 Introduction DEFINITY ProL ogix Solution s Overview DEFINITY® ProLogix™ Solutions is an extremely flexible, glob al communications system that you can design to get precisely the features and function ality your mid-sized busin ess locations need. As your busine s[...]

1 Supported Applications DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 1-2 Supported Application s DEFINITY ProLog ix Soluti ons Release 2 supp orts the f ollowing plat forms: • I NTUITY™ AUDIX® V oice Messaging System, Release 4.3 or later • DEFINITY AUDIX V oice Messaging System, Release 3.2 or later • Octe[...]

1 Supported Applications DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 1-3 • DEFINITY Site Administration (DSA) • P assageW ay® Direct Connection • Data access products from P arad yne™, Ascend® C ommunications , and Hypercom® • DEFINITY PC Console Release 2 or later • DEFINITY Attend ant Console • T [...]

1 Application Start er Package s DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 1-4 Application Starter Packag es DEFINITY ProLogix Solutions of fers Application Starter Packages that enable you to implement advanced applications at your o wn pace, easily and cost ef fectively in small sizes. When yo u are ready , you [...]

1 Application Start er Package s DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 1-5 • Networking The Networking Starter Package includes th e h ardwar e an d software yo u need to provide consisten t, enh a n ced communications among multiple comp any locati ons cost effect ively . Depending on y our busi ness needs,[...]

1 Differences between D EFINITY ProLogix Solutions and DEFINITY ECS DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 1-6 Differences between DEFINITY ProL ogix Solut ions and DEFIN ITY ECS DEFINITY ProLogix Solution s is a member of the powerf ul DEFINITY family and pr ovides most of the features found in other DEFINITY [...]

1 Differences between D EFINITY ProLogix Solutions and DEFINITY ECS DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 1-7 • DEFINITY Pro Logix S olutions d oes not su pport BX.2 5 system li nks that ar e used for INTUI TY/DEFINITY AUDIX DCIU Integration, R3 Call Management System (CMS ), Cen t reV u CMS, or for signal i[...]

1 Hardware DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 1-8 Hardware The main component of DEFINITY ProLogix Solutio ns is the new R7csi mod el, which uses the TN798 B processo r (a RISC -based central processing unit) and TN2182B T one-Clock. The TN798B supervis es system operation. Cabinets Cabinets are enclosed sh[...]

1 Hardware DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 1-9 Compact Modula r Cabinets Figure 1 shows a comp act modular cabinet. Figure 1. Compact Modu lar Cabinet[...]

1 Hardware DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 1-10 The compact modular ca binet weighs 5 0 to 60 lb s. and has the follo wing di mensions: • height: 24.5 in ches (62.2 cm) • width: 25.5 inches (64.8 cm) • depth: 1 1.3 inches (28.7 cm) The R7csi has the following characteristics: • It uses the compa[...]

1 Softwa re DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 1-11 Softwa re All DEFINITY P roLogix Solutions throug hout the wor ld use the same basic software. T o provide t his commonality while still accommodating wide variation s in conf iguratio ns and options, the system dynamically allocates internal memo ry stor[...]

1 Reliability DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 1-12 Reliability DEFINITY ProLogix Solutions provides the followi ng capabilities: • The system can surv ive minor power sur ges (includin g lightning-induced sur ges up to 2 500 V olts peak) without s ervice in terrupt ion. Sur ge protect ors can be purch[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 2-1 2 Desktop/Console Solutions The communication s needs of the people in your company may vary widely . Some may need only basic telephone service. Others m ay n eed effective messaging services to save val uable time. Still others may require high- speed data commu nica[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 2-2 These families of telephones are designed to accommodate the types of communications various users require. All telephones hav e tou ch-tone dialing and the message-waiting lam p for notification of messag es. The following DEFI[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 2-3 Digital DCP T elephones Digital telephones u sin g the Digital Communicat ion s Protocol (DC P) employ digital transmission for integrated voice and data signals and contro l sign als. T ransmission is over a connection consisti[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 2-4 • Group Listen capability , which enab les you to use your hand set or headset normally while o thers in the room listen via a speakerph one. This 2-way handset, 1-way speaker mo de allows you to serve as a spokesperso n for a[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 2-5 • 6402D te lep hon e The 6402D telephone is a digital, si ngle-line DCP teleph one with a 2-line by 1 6- character display . This telephone has a Feature button for accessing up to 12 system features. The 640 2D has a 1-way sp[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 2-6 • 6416D+ telephon e The 6416D+ telephone is a digital, m ultiline DCP teleph o ne that has 16 call appearance/feature buttons and a 2-line by 24-character display . This telephone is designed for users with call cov erage resp[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 2-7 The 6416D+M all ows you to install a 100 A T ip/Ring mod ule, provid ing a connection between the telephone and such analog adjuncts as modems, fax machines, analog co nference-quality speakerpho nes, answering machines, and TDD[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 2-8 The 6424D+M all ows you to install a 100 A T ip/Ring mod ule, provid ing a connection between the telephone and such analog adjuncts as modems, f ax machines, analog co nference-quality speaker phones, answering machines, and TD[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 2-9 8400 Series Dig ital T elephones The 8400 Series telephones are versatile 2-wire/4-wire DC P telep hones that offer flexibility and co st savings and su pport most o f the key/hy brid features of DEFINITY ProLog ix Solutions. (T[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-10 • 8405D te lep hon e The 8405D is a 5 -line telephone with a 2-line, 24-character display that can be wall mounted. This telephone has a built-in 2-way speaker and programmable keys. • 8410B t eleph one The 8410B is a 10-l[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-11 • 8411D teleph one The 841 1D is a 10-line telephone with a 2-line, 24-character d isplay . This teleph one is an enhanced vers ion of the 8410D tel ephone that has a built- in RJ1 1C jack, which provides an interface to ana[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-12 T able 1. Differences between the 64 00 Series T elephones a nd 8400 Serie s T elepho nes Feature 6400 Series T elephones 8400 Series T elephones Whisper Page Yes Yes Group Page Yes Yes Bridged App earance Yes Yes Person al CO[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-13 Requirements The 8400 Series telephon es are compatible with all 2-wire and 4-wire DCP circuit packs. Dual-Purpose NEXT button Yes No Auxiliary Jack 6416D+M and 6424D+M only Yes Tip/Ring Interf ace Yes Yes (8411) 2 and 4 wi re[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-14 9400 Series Dig ital T elephones The 9400 Series telephones (used only in s elected European c ountries) are digital telephon es. The 9403 and 9434 t elephon es operate in both 2-wire and 4-wire configurat ions. The 9 410D tel[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-15 • 9434 tel ephon e The 9434 telephone is a digital, m ultiline telephone that h as 34 call appearance/feature buttons and a 2-lin e by 24-character display . This telephone is designed for the busy executive or ex ecutive as[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-16 ISDN BRI T elephones Like the digit a l DCP telephones, ISDN teleph ones transmit voice, data, and co ntrol signals digit ally . W ith the ISDN telepho nes, however , t he transmi ssion employs t he world-wide st andard BRI pr[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-17 The 8510T provides 10 butto ns for call appearances/flexible features, nin e fixed feature buttons, a built-in sp eakerphone, and a 2-line by 24-character display with four control key s and four soft keys. The display soft ke[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-18 • 8528T IS DN BRI teleph one The 8528T ISDN BRI t elephone is an all-aroun d, multi-pur pose, mid-ran ge telephone that pro vides a full array of featur es for very activ e telephone users and busy managers, allowing qu ick [...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-19 The following analog teleph ones are available: • 6200 Se ries analog telep hones • 8100 Se ries analog telep hones • 9100 Se ries analog telep hones 6200 Serie s Analog T elephones The 6200 Series telep hones are single[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-20 8100 Series Analog T elephones The 8100 Series telephones are sin gle-line analog telephones that requ ire one tip- and-ring pair for operati on. These tel ephones are not currently sold as new . There are several models of 81[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-21 9100 Serie s Analog T elephones The 9100 Series telephones are cost-ef fective analog telephones (sold outside No rth America only). These telephones are not cur rently sold as new . There are three mod els of 9100 Series tele[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-22 ~ easily installed o n 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[...]

2 Telephones for the Global Marketplac e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-23 ~ flashing Message light ~ Flash button for accessing system features such as Hold a nd T ransfer ~ Last Number Redial featur e ~ Save feature, which enables you to save a number in memory for a tempo rary period of time ~ Mut[...]

2 Attendant Consoles DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-24 Attendant Consoles T o increase the effectiveness of attendants handling calls, DEFINITY ProLogix Solutions offers th e foll owi ng to ol s : • DEFINITY 302C Attendant C onsole (requires connectiv ity to a 2-wire circuit pack) The DEFINITY 3 02[...]

2 Attendant Consoles DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-25 DEFINITY PC Console The DEFINITY PC Console is a software app lication that enables your call attendants to hand le incoming calls efficiently by personal computer . Using the familiar Microsoft® W indows® graphical interface, the attendants ca[...]

2 Attendant Consoles DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 2-26 Requirements The fo llowing r equirements must be met for PC Cons ole to fun ction p roperly: • an IBM-compatible person al computer with: ~ a Pentium™-based, 100 Meg ahertz or higher p rocessor ~ a minim um of 16 me gabyt es (M B) of RA M ~ [...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 3-1 3 Adjuncts DEFINITY ProLogix Solutions provides the followi ng equipment to su pplement servi ces and features of your system and t elep hones: • power system s • on hol d and delaye d announcemen t systems • headsets • audio and v isual paging • alerts and s[...]

3 Power Sy s tems DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 3-2 Power Systems Lucent T echnologi es off ers the fo llowing solu tions to help pr ovide protection fr om power di sturbances an d disast ers and to provide power for equi p ment: • Uninterrupti ble Po wer Systems (UPS) A UPS helps s afeguard you r DE[...]

3 On Hold and Delayed Announcement Systems DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 3-3 On Hold an d Delayed An nouncemen t Systems Lucent T echnologies offers the fo llowing external announcemen t systems for DEFINITY ProLogix Solutions : • Magic On Hold® Expres s Systems Magic On Hold Expr ess systems provid[...]

3 Headsets DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 3-4 • Professional Announcement Recordings Professional announce ment recordings (P ARs) enhance Auto Attendant, Automatic Call Distribu tio n (ACD), and Integrated V oice Response (IVR) applications. Professional a nnouncement recording s greet and guide b us[...]

3 Audio and Visual Paging DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 3-5 Audio and Visual Pa ging Lucent T echnologies provides over head voice paging equipment th at enables telephone users to make announcemen ts by s imply spe aking in to the hand set of thei r telep hone. DEFINITY Pro Logix Sol utions can suppor[...]

3 External Spea kerphone s DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 3-6 External Speakerphon es External speakerphones are available for providin g total telephone operation without the use of the handset. T u rning on t he speakerph one is equiva lent to lifti ng the t elepho ne hands et when placi ng or ans wer[...]

3 Security De vices DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 3-7 The Access Security Gateway consists of two components: ~ Access Security Gateway Guard The Access Security Gateway Guard pr otects the DEFINITY ProLogix system from unauthorized access. When users attempt to access the ProLogix system remotely , th[...]

3 Security De vices DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 3-8 • Remote Po rt Security Dev ice The Remote Port Security Device is a single-line dial-up port protection system that prev ents unauthorized access to a ho st resource. Host reso urce dial-up por ts are protected by installing the Remote Port Secur[...]

3 Call Accounting Systems DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 3-9 Call Accountin g Systems Lucent T echnologies pro vides the followi ng pro ducts to help you reduce telep hone expenses, op tim ize resources, assign costs, identify abuse, and c learly understand your teleph one expenses and con vey that unde[...]

3 Call Accounting Systems DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 3-10 • Call Accounting System fo r W indows The Call Accounting System for W indows allows you to generate comprehensiv e and accurate accou nting reports using the Microsoft W indows 98 or 95 environment . Detailed or summary reports can be ex[...]

3 Call Accounting Systems DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 3-11 A traffic engineering op tio n allows you to m onitor trunk usage, calling patterns , incoming traf fic, and outgoing calls by area cod e. This allows you to analyze trends s ummarizing how yo ur equipm ent is being used. Call Accounting Sy [...]

3 Call Accounting Systems DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 3-12 • INTUITY Call Accounting System If you ar e using any o f the INTUITY vo ice messaging p roducts, the INTUI TY Call Accounting System is pro bably the best call accounting solution f or you. The system wo rks exclusi vely with INTUITY pro[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 4-1 4 Messaging/V oice Response Solutio ns W i th less than 30 percen t of person -to-pe rson busi ness calls reaching the inten ded party on the first attemp t, day-to-day business can be frustrating. Integration wi th Lucent T echnologies’ m ult im edia messagi ng prod[...]

4 Messaging Sys tems and Call Covera ge DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 4-2 Messaging Sy stems 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 r edirected to AUDIX if they are not answered by a previous station on th[...]

4 Messagi ng Integration DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 4-3 Messaging Integr atio n INTUITY AUDIX DEFINITY ProLogix Solutions supports th e follo win g integration metho d s for use with the Lucent INT U ITY s yste ms: • LAN Link • Mode Code ( in band) commu nications LAN Link The LAN link allows th[...]

4 Messagi ng Integration DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 4-4 The DEFINITY Prol ogix Sol utions system wi th Release 7 or later so ftware can support two C-LAN circui t packs. Each C -LAN circ uit pack (T N799) can suppo rt 17 LAN ports p er circuit p ack. Of these por ts, only one port supports an Et her[...]

4 Messagi ng Integration DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 4-5 T able 2. Comparison o f Integration T ypes Function LAN Mode Code Mode Code Notes Connec tion Infor mation: Calling Party ID Yes Yes Called P arty ID Yes Yes Internal vs. External Call Yes Yes Can provide internal and external personal greetin[...]

4 Messagi ng Integration DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 4-6 MWI Control Message Waiting Indicator ( MWI) Status Yes No Cannot pro vide “Integr ated Notification” of new mess ages in other services, such as Message Center or LWC on sw itch. MWI On/Off Yes Yes MWI Audit Yes No Can refresh on e at a ti[...]

4 Messagi ng Integration DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 4-7 Busy Out Voice Ports Yes N o “Link Alive” Messages Yes No Tim e of D ay Cl ock Sync Yes No DCS Transparency Yes No Future work for Mod e Code switches. Digital Network ing NA NA Not dependen t on switch integ rat ion . * With “Basic Tra n[...]

4 Centralized Me ssaging vs. Networked Messaging DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 4-8 DEFINITY AUDIX The DEFINITY ProLogix Solutions system also supports the DEFINITY AUDIX Release 4.0 system, which is integrated with the DEFINITY ProLogix Solutio ns system using Disp lays Set Integration. DEFINITY AUDIX [...]

4 INTUITY AUDIX Messaging Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 4-9 INTUITY AUDIX Messag ing Solutions Lucent T echnologies INTUITY Messaging Solutions is a powerf ul messaging system that enables you to record, distribute, and receive messages in various med ia (for example, voice, fax, an d email).[...]

4 INTUITY AUDIX Messaging Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-10 • Integr ated Messa ging enables you access and manage incoming voice, f ax, and e-mail messages and file attachm ents from you r personal computer or your telephone. A voice message will th us appear in your e-mail mailb ox , fo[...]

4 INTUITY AUDIX Messaging Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-11 • Multiple Pers on al Greetings enable you to prepare a p ool of up to nine p ersonal greetings to save time and provi de more personal customer s ervice. Separat e messages can indicate you are on the telephone, away fr om the d[...]

4 INTUITY AUDIX Messaging Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-12 • Call Answ erin g for Nonresident Subs c rib ers provides voice mailboxes for users who do no t have an extension number on DEFI NITY ProLo gix Solu tions. • Full Mailbox Answer Mode info rms callers whenever messages cannot b[...]

4 INTUITY Mess age Manager DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-13 • On-Line Help provides you with instant access to voiced instructions at any time when you ar e using the system. • Intern et Messagi ng enables you to send o r receive messages to any one via the Internet. INTUITY Message Man ager The[...]

4 INTUITY Mess age Manager DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-14 Message processing features a vailable at a subscriber ’ s PC with INTUITY Message Manager include: • looking at up to sixteen m essage headers at a time and listening to messages in the ord er you choos e. For su bscribers who get many[...]

4 DEFINITY A UDIX Voice Me ssaging Syst em DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-15 DEFINITY AUDIX V oice Messaging System The DEFINITY AUDIX system is a powerful voice mail system that enab les you to create, store, send , and receive spoken messages electronically . Spoken prompts guide you as you enter s[...]

4 DEFINITY A UDIX Voice Me ssaging Syst em DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-16 By embedding t he voi ce mes sagin g system wit h in DEFINITY ProLo gix Solut i ons, th e DEFINITY AUDIX system provides the following advantages. • Because it is integrated within the switch, separate review and approval [...]

4 DEFINITY A UDIX Voice Me ssaging Syst em DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-17 The entire system is contained on circu it cards, occupying two consecutive slots in a compact m odular cabinet (unless th e sy stem is in slot 6, where it will only tak e up one slot). All the major comp on ents are economi[...]

4 DEFINITY A UDIX Voice Me ssaging Syst em DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-18 • Outcalling automaticall y dials a prearranged te lephone num ber or pager wh en you have m essages in your vo ice mail box. • Priority Ou tcalling automatically dials a prearranged telephon e numb er or p ager when you[...]

4 DEFINITY A UDIX Voice Me ssaging Syst em DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-19 • Sending Restricti ons by Co mmunity enables you to limit the communi ties of callers who can communi cate via the AUDIX V oice Messaging System. • Gr oup Lists enables you to create mailin g li sts of up to 2 50 people[...]

4 INTUITY CONVERSANT DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-20 INTUITY CONVERSANT The INTUITY CONVERSANT V oice Information System is an interactiv e voice-response system that automates telephone-call trans actions from si mple task s like rout ing calls to th e right depa rtment to com plex tasks such as r[...]

4 INTUITY CONVERSANT DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-21 INTUITY CONVERSANT V oice Info rmation System also supports a text-to-speech option, a leading-edge technology develop ed by A T&T and Lucent T echnologies. T ext-to-speech uses computer -generated synthesized speech to help y ou automate app[...]

4 Octe l 100 DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-22 Octel 100 Octel 100 is a hig hly integrated multimedia vo ice and fax messaging system design ed specifically for small and mid-size businesses. By imp roving voice and fax communication, Octel 100 reduces wasted employee time and thereby cuts customer c[...]

4 Octe l 100 DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-23 • Informat ion-on-Demand V -T rees provide multilev el m enus of information in a mailbox. These menu s can give callers 24- hour -a-day access to spoken (audiotext) and writt en (fax retrieval) information. • Interview V -T r ees enable you to condu[...]

4 Octe l 100 DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 4-24 • Global Gr oup Lis ts allow users to send messages to all members of that user ’ s division or comp any . These lists are created automatically wh en users are added or modi fied throu gh system ad ministr ation. • Cascade d Ou tcalling (Mes sage [...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-1 5 Call Center Solutions DEFINITY ProLogix Solutions Call Center app lications are designed to connec t each caller efficiently to the representative best suited to serve that caller . DEFINITY ProLogix Solutions beg ins the process by capturing information ab o ut the [...]

5 DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-2 • BCMS V u, which en hances the capabiliti es of th e Basic Call Managemen t System • Call Center Basic, Call Center Deluxe, and C all Center Elite, which enable yo u to set up a call cent e r • CentreV u V i rtual Routing • CentreV u Advocate • CentreV u C[...]

5 CentreVu Call Management Sy stem (CMS) DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-3 CentreV u Call Manag ement System (CMS) The performance o f the CentreV u Call Center is critical to your business success. The CentreV u Call Management System (CMS) supplies the tools needed to use the kn owledge of the presen[...]

5 CentreVu Supervisor DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-4 Optional features include Mu ltiple ACD reports and “what if” forecasting. CentreV u CMS provides the information nee ded to manage the pe ople, traf fic load, and equip ment in an ACD environmen t. CentreV u CMS operates on a Sun SP AR Cserve[...]

5 CentreVu Supervisor DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-5 • connect to a LAN. This also allows a C entreV u Supervisor users to print reports on any net work pri nter for wh ich the u ser has permi ssions. • view repor ts on the W eb, which saves time and distribut ion costs • schedul e reports, pr[...]

5 Centr eVu Explo r er II DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-6 CentreV u Explorer II T ransform valuable call center informati on in to timely and useful knowledge. It’ s po ss ible with Lucent T echnologies Cent reV u™ Explorer II - a powerful manag ement tool to help you t ake your call center repor[...]

5 Centr eVu Explo r er II DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-7 • Efficient ANI Analysis CentreV u Explorer II i mplements powerf ul analysis and queries o f calling part y number (ANI) . • Customer Classification W ith the use of Information Indicator (II) digits, available with ISDN, CentreV u Explor[...]

5 Centr eVu Explo r er II DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-8 Detailed call information, along with the C entreV u Explorer II software, is stored on a Microsoft Wi ndows NT server with SQL 7.0 con nected to the call center ’ s Local Area Network (LAN). Call center person nel simply use their desktop P[...]

5 Automatic Call Distribution (ACD) DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-9 Automatic Call Distribution (ACD) If your co mpany has d epartments ( s uch as s ales, billin g, or customer service) th at handle lar ge vol umes of incoming calls, y ou can benefit by using DEFINITY ProLog ix Solutions ’ powerful[...]

5 Automatic Call Distribution (ACD) DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-10 Figure 2. A Basic Exampl e of Automatic Call Distribution 1) DE FINI T Y P r oLog ix S olutions 5) Group C: General Information 2) Inc oming Lines 6) Queues 3) Group A: Business T ravel 7) Call Coverag e to Group C 4) Group B: P er[...]

5 Automatic Call Distribution (ACD) DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-11 DEFINITY ProLogix Solutions pl aces all Automatic Call Distribution calls into a queue. Each call stays in the queue un til an agent beco mes available, un til an op tional timed in terval expires, or until the cal ler hangs up. If[...]

5 Automatic Call Distribution (ACD) DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-12 Additional features give y our company even more options when using ACD. • Queue-Status uses button lamps and telephone displays to indicate call status for calls waiting in an AC D queue on telephones with a digital display . It[...]

5 Basic Call M anagement Sys tem DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-13 Basic Call Manageme nt System The Basic Call Manag em ent System, an integrated , internal capab ility , is a cost-effective solution for small start-up Call Centers or for existi ng companies with minimum sy stem -measuring/reporting[...]

5 Basic Call M anagement Sys tem DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-14 The following are the types of reports that can be generated : • Real-time reports ~ Agent Status ~ System Status ~ V ector Directory Number Status • Histor ical re ports ~ Agent ~ Agent Summar y ~ Split ~ Split Summ ary ~ T run k[...]

5 Basic Call Mana gement Syst em Vu DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-15 Basic Call Manageme nt System V u BCMS V u Release 2 i s a 32 -bit so ft ware appl icat i on that runs on W indows 9 5 and W indows NT 4. 0 or la te r and works with the Bas ic Call Management (BC MS) so ftware. ( BCMS V u does not[...]

5 Basic Call Mana gement Syst em Vu DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-16 Require ments The following s ystem requirements must b e met for BCMS V u to function properly: • an IBM-compatible PC with: ~ a 486DX/66 or higher processor ~ a minim um of 16 me gabyt es (M B) of RA M ~ a minimum of 500 MB of [...]

5 Call Center Basi c DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-17 Call Center Basic The Call Center Basic p ackage enhances your C all Center by providing the following features: • Automatic Ca ll Dis tribution (ACD) • Auto A vailable Split • MIA Across Splits/Sk ills Op tion • MIA T reatment for ACW ?[...]

5 Call Center Delux e DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-18 Call Center Deluxe The Call Center Deluxe package en hances your Call Center b y including sophisticated Call Center capabilities such as adv anced routing and vectoring and expected wait-time anno uncements. The C all Center Deluxe package incl[...]

5 Call Center E lite DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-19 • ANI/II Digits Routin g • ASA Routing • Best Service Ro uting Single S ite • EWT Routing • V ector Directory Number Calls Routing • W ild card Match ing Call Center Elite The Call Cen ter Elite package en hances you r Call Center by [...]

5 CentreVu Virtual Routing DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-20 CentreV u Virtual Routing CentreV u V irtual Ro uting is design ed to help y ou provi de the best pos sible ser vice to you r customer s and use all your call center resour ces wis ely and cost-effectively . CentreV u V irtu al Routing allo[...]

5 CentreVu Virtual Routing DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-21 speeding the d istrib ution of calls among locat ions or skill s/s plits with low call vol umes and long ho ld times. CentreV u V irtual R outin g also supports enh anced information forward ing to provide val uable det ails along with each[...]

5 CentreVu Advocate DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-22 CentreV u Advoca te Y ou can leverag e your call center as a strategic busin ess asset with Lucent T echnologies’ inno vative CentreV u® Advocate software solution. CentreV u Advocate eliminates the chaos and randomness associated with call han[...]

5 CentreVu Advocate DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-23 • Predicted W ait T ime Predicted W ait T ime will enable you r call center to predict service-affecting events while minimizing the impact on your key call center metrics. By balancing the average speed o f call answering across skills , this f[...]

5 CentreVu Advocate DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-24 • Service Level Supervisor with Reserve Agents Service Level Superviso r gives you the ability to set Estimated W ait T ime (EWT) thresholds for skills and to assign agents as reserve, in the even t a skill overruns its threshold. Serv ice Level[...]

5 CentreVu Compact Call Center Drop-In Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-25 CentreV u Compact C all Center Drop-In Solutions The CentreV u Compact Call Center Drop-In Solutions are an easy and cost-effective way f or businesses to implement small call centers. T wo packages are available: • [...]

5 CentreVu Compact Call Center Drop-In Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 5-26 ~ CD-ROM-based ACD/V ectoring training ~ CD-ROM based Basic Call Man agement Syst em administr ative training ~ DEFINITY Integrated Announcement circuit pack, which is t he hardware that connects i nto the DEFINITY P r[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 6-1 6 Wireless So lutions Most b usinesses today str uggle to improve customer serv ice and increase pr ofits whil e they contro l costs and staf f size. That means emplo yees have to be more produ ctive, more respon sive, and often more mobile. W ireless solutions allow y[...]

6 Medium Range Mobility Solution DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 6-2 Figure 3. T ransT alk 9000[...]

6 Medium Range Mobility Solution DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 6-3 T ransT alk 9000 is available in two configurations: • complete syst em, consisting of a carrier that holds up to six radio modules , MDW 9031 p ocket phon e, and corres ponding char ging cradles, radio m odules, and hol sters • sta[...]

6 Long Range Mobility Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 6-4 Long Rang e Mobility So lutions Lucent T echnologies offers two robu st sy st ems that will keep y ou in touch wit h custo mers, coworkers, and suppliers wherever yo u go in your of fice complex—desk-to-desk, of fice-to-office, or o ff[...]

6 Long Range Mobility Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 6-5 Figure 4. Long Range M obility Solution s[...]

6 Long Range Mobility Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 6-6 The DEFINITY W ireless Business System R2 - PWT (for the U.S. and Canada) an d the DEFINITY W ireless Business Sy stem - DECT Adjunct Solu tio ns (for international) are sim ilar in many respects. The DEFINITY W ireless Business Systems [...]

6 Long Range Mobility Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 6-7 The DEFINITY W ireless Business System R2 - PWT is fully integrated with DEFINI TY ProLogix Solutions and of fers users full access to DEFINITY ProLogix Solutions f eatures. The system has the following max imum capacities : • 1500 wir[...]

6 Long Range Mobility Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 6-8 The DEFINITY W ireles s Business Sy stem - D E CT Ad junct provides the fo llowing software to man age th e system: • System Manager, which provides management capab ilities over the wireless system. The System Manager is used to load [...]

6 Starter Applic ation Packa ge DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 6-9 Starter Applicatio n Package The W i reless Starter Package enhances mobi lity within yo ur busi ness locations by enabling employ ees to receive important calls when they ar e away from their desks. A vailable in single-zone an d multiz[...]

6 Starter Applic ation Packa ge DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 6-10[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 7-1 7 Computer T elephony Integration Solutio ns Computer T eleph ony Inte gration (CT I) is the l inking o f telephone communication syst ems to perso nal computers, which can increase productivity and customer satisfaction throu gh the exchange of i nformation between th[...]

7 Server-Ba sed Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 7-2 Server-Based Solutio ns DEFINITY ProLogix Solutions supports th ird- party CTI applications via ASAI and TCP /IP links. These CTI links are supported on DEFINITY ProLo gix Solutions usi ng th e MAP-D (Multi-application Pro cessor for DEFINITY)[...]

7 Server-Ba sed Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 7-3 Third-Party Applications All of t he third-par ty CTI app licatio ns currentl y supported by DEFI NITY ECS are also supporte d by DEFINITY ProLogix Solutio ns. The following is a list of some CTI applicati ons that are currently available. A v[...]

7 Server-Ba sed Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 7-4 When Sixth Sense detects a particular event, it triggers a script to take a particular action such as opening or closing applications, querying o r updating databa se s, po pping screen s, gene rating docum e nts, f a xing in forma t ion, or p[...]

7 Server-Ba sed Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 7-5 • Fast Call ® Agent 3 . 0 FastCall Agent is th e next generation of Lucent’ s most popular CT I mid dl e ware produ ct know n as FastCa ll. This ne w release is ne wly de signe d and now offe rs an even easier ins tallation and usability [...]

7 PassageWay Direct Connec tion Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 7-6 PassageW ay Direct C onnection Solutions PassageW ay Direct Connection products bring the telephone and personal computer toge ther into an integrated voice and data wo rkstation that can greatly enhance co mmunications and pro[...]

7 PassageWay Direct Connec tion Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 7-7 PassageW ay T elephony Manager R2.0 PassageW ay T elephony Manag er is a set of computer telephony integration (C TI) applications that enable you to con trol teleph one calls (b oth incoming and outgoing ) directly fro m your [...]

7 PassageWay Direct Connec tion Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 7-8 • Phone book Phoneboo k is a PC applicatio n th at enables you to maintain na m es, addresses , telephone num bers, and other inf ormation you need in a “card file.” Y o u can place calls directly from Phonebook “cards,[...]

7 PassageWay Direct Connec tion Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 7-9 • Auto- T a s k Man ager Auto-T ask Manager is an application that enables you to specify criteria (for example, incom in g call or outgoing call, calling party num ber , calling party name, or call prompting d igits) that wi[...]

7 PassageWay Direct Connec tion Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 7-10 Require ments The following system requiremen ts must be met for PassageW ay Direct Connection to function p roperly: • An IBM-compatible personal computer with: ~ a 486 or h igher pro cessor (Penti um recommended) ~ a mini[...]

7 PassageWay Direct Connec tion Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 7-11 • Any of the followin g telephones: ~ 6400 ser ies tele phone ~ 8400 ser ies tele phone ~ 7400 ser ies tele phone ~ CALLMASTER 4-wire Digital Communications Protocol telephone (with adjunct power) • Local adjunct power (o[...]

7 PassageWay Direct Connec tion Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 7-12 Figure 5 shows two typical PassageW ay configu rations. Figure 5. PassageW ay Direct Connec t Configurations 1) 2- or 4-wire DCP P ort 5) P erson al Comp uter (with Mic rosoft W ind ows) 2) Auxiliary P ower 6) 2-wire DCP P or[...]

7 PassageWay Direct Connec tion Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 7-13 Third-Party Applications The following third-par ty CTI applications that use PassageW ay Direct Connection are curr ently available. A vailability of these applications varies by country . • FastCall FastCall delivers m ul[...]

7 PassageWay Direct Connec tion Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 7-14 The primary target market for FastCall is the Knowledge W orker or Informal Call Center Agent who wan ts to automate an exis ting W indo ws applicat ion (for example, Lotus Or ganizer, ACT , Paradox, Access, T elemagic, FoxPr[...]

7 PassageWay Direct Connec tion Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 7-15 ~ Screen Pop, which auto matically launches a suppo rted third party application that contains more informatio n about the caller . ~ Address Book, which stores add itional information abou t your contacts and up to 10 pages [...]

7 PassageWay Direct Connec tion Solutions DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 7-16 • P honeLine® PhoneLine provides onlin e access to up-to-date enterpr ise directory information and provides the resources to use the information in networked, stand-alo ne, and mobile com puting env ironments. It improves[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 8-1 8 T elecommuting/V irtual Office Solutio ns Lucent T echnologies’ research, supported by industry stud ies, shows that telecommuters are gen erally 15 to 30 percent mo re productive when they work at home. They convert travel time into productive work time, are less [...]

8 DEFINITY ProLogix Features for Telecommuting DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 8-2 Remote Call Cover age/ Call Forwarding Off-Net/Co ve r age of Calls Redirected Of f-Net Remote Call Coverag e and Call Forwarding Off-Net allow calls to be redirected to a remote location. This allows you to have c alls pl[...]

8 Pipeline 15 DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 8-3 Station Security C odes Station Security Codes protect access to telephone stations. Now these codes can be changed by the telephone users. Thi s feature enab les you to easil y ensure prot ection of you r console feat ures. All of these features are desc[...]

8 DEFINITY Extender DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 8-4 Installing and confi gur ing the PipeLine 15 is easy . The Pi pelin e 15 connects to an IBM-comp atible PC, Macintosh®, or UNIX® workstation via an RS-232 serial cable and has a powerful graphical u ser interface that enables users to set up and c[...]

8 AUDIX Features for Telecommuting DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 8-5 AUDIX Features fo r T eleco mmuting The following INTUITY AUDIX and DEFINI TY AUDIX features are useful for telecom muting: • Multiple Pers on al Greetings allow subscribers to prepare a po ol of up to nin e personal g reetings to s[...]

8 Starter Applic ation Packa ge DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 8-6 For example, when working at home, you set up Priority Outcalling so t he system will call you when y ou have mess ages marked “priority” by th e caller . Then you activate a personal g reeting that says something like, “Thanks for[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 9-1 9 System Administration Solutions Managing a powerful commun ications system like DEFINITY ProLogix Soluti ons was once a for midable task, r equiring s pecially trai ned admini strato rs who could operat e complex pr ogramming tools. B ut, as the capabilities of sys t[...]

9 System Management Termina l and Applications DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 9-2 System Manageme nt T erminal and Applicati ons DEFINITY ProLogix Manag ement T erminal and Enterp rise Management Appli cations are two fun damental options for managing differen t systems based on size and requirements. T[...]

9 System Management Termina l and Applications DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 9-3 DEFINITY Site Administration Release 1.0 DEFINITY Sit e Adminis tration is a new , ge neral-purpos e DEFINITY Syst em Management t ool that m akes basic administration of the DEFINIT Y system more convenient. W ith this ap[...]

9 System Management Termina l and Applications DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 9-4 DEFINITY Site Administratio n p rovides the followin g functi onality: • Browse r The Browser provides n avigation and access to features and services. The user creates hosts and their related da ta objects and accesses [...]

9 System Management Termina l and Applications DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 9-5 • Scheduler The Scheduler enables users to specify a task to run at a specific date and time. A task is a collection of one o r more operations that users can specify to r un at a predetermined time. T as ks can be gener[...]

9 System Management Termina l and Applications DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 9-6 • Call Accounting Data Ex port The Call Accounting Data Exp ort feature enables users to export in formation on stations, trunk s, agen t lo gin ident ification, Author ization Codes , and trunk circuits from th e DEFINI[...]

9 System Management Termina l and Applications DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 9-7 • Create Station T emplates Wi zard The Create Station T emplates wizard steps users through easy-to-follow instructions o n how to create station templ a tes. • Add Bridged Appear ances W izard The Add Bridged Appeara[...]

9 Terminal Administration DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 9-8 T erminal A dministration DEFINITY ProLogix Solutions includes featur es that ease, simplify , and accelerate the ad ministration process from a termin al. Portless Administration/Administration Without Hardware The Administratio n W ith out H[...]

9 Terminal Administration DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 9-9 The Administratio n W ith ou t Hardware feature can be used to streamline system initializations , major additions, and rear rangement/changes by allowing telephone translations to b e entered before the actual ports are assigned. The Administ[...]

9 Terminal Administration DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 9-10 Automatic Station Reloca tion/T erminal T ranslation Initialization DEFINITY ProLogix Solutions provides terminal trans latio n initialization, a feature th at works with the Administration Without Hardware feature. (T erminal trans lation i[...]

9 Scheduling DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 9-11 Scheduling DEFINITY ProLogi x Solu tio ns’ fun ct i onal s chedu l ing enab l es you to s pecify th e t ime at wh ich a comman d will be executed or to s pecify that it should be ex ecuted on a periodic basis. Onl y commands that do no t require user i[...]

9 Basic Reporting DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 9-12 Basic Repo rting DEFINITY ProLogix Solutions has built-in capabiliti es for generating reports. Th ese reports are available without special hardware or software. System Measurements reports supply informati on on the status of all communication fac[...]

9 Performance Measurements DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 9-13 DEFINITY ProLogix Solutions also includes th e following reports: • The Class-of-Restriction repor t lists the extensions that hav e a particular Class o f Restriction valu e or that fall within a range of Clas s o f Restriction values. ?[...]

9 Performance Measurements DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 9-14 The T raffic Summary repo rt offers additional mea s urements that help configur e the switch, determine the switch’ s capacity for growth, a nd report unauthor ized switch-access attempts. These measuremen ts can be used to verify th at [...]

9 Call Charge Information DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 9-15 Call Charge Info rmation DEFINITY ProLogix Solutions provides two way s to kn ow the approximat e charge for outgoing calls: • Advice of Charg e — For ISDN trun ks Advice of Char ge collects char ge information from the pu blic network f[...]

9 Call Detail Rec ording DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 9-16 Call Detail Rec ording Also included in the timely and ef ficient management of yo ur communications system is th e management and control of call costs . The Call Detail Recording capability enables you to monito r and analyze call patter ns[...]

9 Call Detail Rec ording DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 9-17 • use a second Call Detail Record ing port for sending Call Detail R ecording data to a second source • provide Call Detail Recordin g call splittin g, which all ows incoming and outg oing calls to be split into s eparate call records in [...]

9 Call Detail Rec ording DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 9-18 Call Detail Recording Devices The foll owing o utput devices are suppor ted by DEF INITY ProLogix Solut ions: • local storage devices such as the Call Detail Recording Un it and any custom er- provided storag e device with an RS-232 C inter[...]

9 Call Detail Rec ording DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 9-19 Call Accounti ng System for Windo ws The Call Accounting System fo r Windows enab les you to generate com prehensive and accurate accountin g reports using the familiar Microsoft W indows environment, which can r u n several tasks at once. Se[...]

9 Security DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 9-20 Security Besides th e toll-fraud detection options available with the DEFINITY Call Accountin g Systems (des cribed in the previou s section), DEFINITY ProLogix Solutions includes many other security features, some of which are an integr al part of the sys[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 10-1 10 T runking and Networking Solutio ns DEFINITY Pro Logi x So l uti ons pr ovi d es n ot only po wer ful v oi ce and dat a capab i l itie s, bu t conn ect io ns t o a variety of voice and data networ ks as well. Lucent T echnologies has long been a l eader in netwo r[...]

10 Distributed Communication System DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 10-2 W ith Uniform Dial Plan, a unique 4- or 5-d igit number is assigned to each station o n the network. This unique number (location cod e plus extension) can be used at any location in the Electron ic T andem Network to access that s[...]

10 Distributed Communication System DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 10-3 Here are just a few examples of feature transparency in a Distrib uted Communication System: • Leave W ord Call ing — Al lo ws y ou to touch a b ut ton o n your vo ice- t ermi nal an d leave a standard “call me” message wit[...]

10 Distributed Communication System DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 10-4 T o 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 you r various locations. Y ou can [...]

10 Adding DEFINITY ProLogix Solutions to Existing DCS Networks DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 10-5 Adding DEFIN ITY ProLogix Solution s to Existing DC S Networks If your company has an existi ng DCS networ k of multiple sy st ems, DEFINITY ProLog ix Solut ion s can be added to this netwo r k u sing eit[...]

10 Adding DEFINITY ProLogix Solutions to Existing DCS Networks DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 10-6 Figure 6. DCS Network with TCP/IP , ISDN-PRI, and BX.25 Sig naling 1) DE F INIT Y P roLog ix S olutions or another DE FINI T Y E CS 6) E xisting DCS BX .25 Network 2) S ig naling via T CP/ IP 7) S ig nali[...]

10 QSIG Global Networking DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 10-7 QSIG Global Networking DEFINITY ProLogix Solutio ns is a pion eer in providing com p atibility with th e QSIG global netw orking protoco l. This mean s you can co nnect DEFINITY ProLogix S olutions with other switches t hroughou t the world.[...]

10 World Class Routing DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 10-8 W orld Class Rou ting DEFINITY ProLogix Solutions has been designed to be a world-class system that meets the needs of both domesti c and glob al customers. One cap ability esse ntial in me eting those needs is the ability to flexibly dial any [...]

10 World Class Routing DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1 999 10-9 W orld Clas s R outing supports the Auto mat ic Route Selection an d Au tomatic Alternate Routi ng as separate features, but through generali zed administratio n ap plicable to both feat ures, p rovides both the s ame routing abilities. In addi[...]

10 Network Management Features DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-10 Network Managemen t Features DEFINITY ProLog ix Soluti ons has a vari ety of feat ures that enable you to manag e your netwo rk resources effectively . Here are just a few examples of the DEFINITY Pro Logix Solutions’ f eatures that [...]

10 Network Management Features DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-11 Automatic Rout e Sele ction Automatic Route Selection routes p ublic network calls on the most de sirable (usually the mo st economical) trunking facilities availab le on your DEFINITY ProLogix Solu tions when th e call dest inations a[...]

10 Network Management Features DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-12 Generalize d Route Selec tion Generalized Route Selection giv es you the capability to select not only the optim al call routing base d on the dialed number , but also select the appropr iate f acility based on the ty pe o f call. Gene[...]

10 Network Management Features DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-13 Facility Restriction Level Facility Restrictio n Levels are used to limit user calling privileg es for inco m ing and outgoin g calls. The Facility Restricti on Level determines if a call att empt is permitted and which routes can be u[...]

10 Network Management Features DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-14 Authorization Codes Authorization codes are used on par ticular calls to raise a telephone’ s Facility Restriction Level temporarily . This feature is useful for those who ma k e calls from telephones ot her than their own or from ou[...]

10 Network Interfaces and Equipment DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-15 Network Interfaces and Equ ipment DEFINITY ProLogix Solution s supports a variety of interf aces to voice and data networks. T runks supply links between DEFINITY ProLogix Solutions, th e public network, an d other switches. DS1 i[...]

10 Network Interfaces and Equipment DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-16 • 800-serv ice trun ks, which let your bu siness pay the charg es for inbound long- distance calls so that callers can reach you toll-free • Direct Inward Dialing trunks, which connect DEF INITY ProLogix Soluti ons to the loca[...]

10 Network Interfaces and Equipment DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-17 Incoming Call Identif icat ion (ICLID) on Analo g Tr u n k s DEFINITY Pr oLogix S olutio ns suppo rts in coming cal ling part y infor mation o n analog trunks in the Un ited States and Japan. In these coun tries, the user’s term[...]

10 Network Interfaces and Equipment DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-18 T1 Interfaces When plann ing your net working requirements , one of the o ptions y ou should consider is multipl exing over Digit al Services 1 (DS1) facilities. As the indu stry standard for interconnecting digital system s, DS1 [...]

10 Network Interfaces and Equipment DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-19 TCP/IP Interface s C-LAN DEFINITY ProLog ix Solutions s upports 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 p[...]

10 Network Interfaces and Equipment DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-20 Integrated Se rvices Digital Network (ISDN) DEFINITY ProLog ix Solutions p r ovides complete ISDN supp ort for up to 500 stations (600 po rts). Demonstrating its role as a lead er in maki ng ISDN a univers al reality , Lucent T ec[...]

10 Network Interfaces and Equipment DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-21 Integrated Servic es Digital Network - Basic Rate In terface (ISDN-BRI) DEFINITY ProLogix Solutions can connect to equipment or endpoints that su pport an Integrated Services Digi tal Network (ISDN) by using the Basic Rate Interfa[...]

10 Centralized Attendant Service DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-22 Centralized Attendant Service DEFINITY ProLog ix Solutions owner s w ho have more than one swit ch location can benefi t greatly by using the Centralized Attendant Service featur e. Centralized Attendant Service r educes the number o[...]

10 Main/Satell ite/Tributary DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-23 Main/Satellite/T ributary If you have modest netwo rk requirements, a main /satellite/tributary config uration is an attractive possib ility for private networkin g. In this co nfiguration, on e DEFINITY ProLo gix Solutions locat ion is [...]

10 Electronic Tandem Network DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-24 Electronic T andem Network If your co mpany requi res a medium- to-lar ge network s panning a lar ge geographic ar ea, nationwide or even worldwide, Electronic T andem Network is the answer . An Electronic T andem Network is a wide-area [...]

10 Multimedia Communications DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-25 Multimedia Commu nications DEFINITY ProLogix Solutions multimedia communi catio ns combine regular telephone features with personal computers to enhance your conf erence calls and data sharing, making it possible to edit reports and exch[...]

10 Multimedia Communications DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-26 ~ W orld Clas s R outing - Automati c Alternate R outing/Automa tic R oute Selection selects the most cost-effective r outing for calls, based o n available resources and carrier preference. ~ V oice Mail Integration - Y ou can access yo[...]

10 Multimedia Communications DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-27 • Multimedi a Call Handling (MMCH) Multimedia Ca ll Han dling is an H.320-co m pliant produ ct that let s the DEFINITY netw ork handle vo ice, video , and T .120 data transmi ssions t o voice terminals and personal computers. Y ou can [...]

10 Star ter Application Pa ckage DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 19 99 10-28 Starter Applicatio n Package The Networking Starter Package includ es the hardware and software you need to pr ovide consistent, enhanced com mun ications amon g mu ltiple comp any locations co st ef fectively . Depending o n y our b[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 A-1 A Features This append ix p rovid es a l ist of the f eatures of th e DEFINITY Pro Logix Sol utions arr ange d in th e foll owing categories: • Automatic Routin g Features • Basic Features • Call Center Features • Hospitality Featur es • Private Networking F[...]

A Automatic Routing Features DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 A-2 Automatic Routing Features The DEFINITY P roLogix Solutions provid es a variety o f automat ic-routi ng features fo r public and priv ate networks. Auto matic Alternate Rou ting (AAR) and Au tomatic Rout e Selection (ARS) are th e foundati[...]

A Basic Feat ures DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 A-3 Basic Features The follo wing features are supported with DEFINITY ProL ogix Solutions: • Abbreviated Dialin g • Administered Co nnections • Administrab le Language Displays • Administration W ithout Hardware • Alphanum eric Dialing • Alt[...]

A Basic Feat ures DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 A-4 • Attendant Direct Extensio n Sel ection W ith Busy Lamp Field • Attenda nt Direct T runk Group Select ion • Attenda nt Display • Attenda nt Intr usion ( Call Of fer) • Attenda nt Override of Diversion Feat ures • Attendant Priority Queue[...]

A Basic Feat ures DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 A-5 • Automatic Exclusio n • Automatic Incomin g Call Display • Automatic Route Sel ection/Automa tic Altern ate Routing Shortcut Dialin g • Automatic T ransmiss ion Measurement System • Block Coll ect Call • Bridged Call App earance — Mult[...]

A Basic Feat ures DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 A-6 • Class o f Servic e • Code Calling Access • Conference — Attend ant • Conference — T erminal • Consul t • Controlled T oll Res triction • Coverage C allback • Coverage Incom ing Call Identification • Crisis Alert to a Digi tal [...]

A Basic Feat ures DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 A-7 • Dial Plan • Dialed Number Iden tification Service • Distinctive R inging • Dual DCP I-Channels • Easy Beyo nd T oday • Emerg ency Access to the Attendant • Enhanced Abbrev iated Dialing • Enhanced V o ice T erminal Display • Exten[...]

A Basic Feat ures DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 A-8 • Hold — Automatic • Hunt Groups • Individual Attendant Access • Integrated Directory • Integrated Services Digital Network — Basic R ate Interface (ISDN-BRI) • Intercept T reatment • Intercom — Automatic • Intercom — Dial •[...]

A Basic Feat ures DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 A-9 • Misoper ation Handl ing • Modem Poolin g • Multi-Appearance Preselection and Preference • Music-on-Hold Access • Night Service • Numeric T erminal Display • PC/PBX Co nnection • Personal Station Access • Persona lized Ringing • [...]

A Basic Feat ures DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Jun e 1999 A-10 • Recent Change Histor y • Recorded Ann ouncement • Recorded T elephone Dictation Access • Remote Access • Restriction — Contro lled • Ringback Queu ing • Ringer Cuto f f • Ringing — Abbrevia ted and Delayed • Security V iolati[...]

A Basic Feat ures DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Jun e 1999 A-11 • T erminating E xtension Group • T imed Reminder and Att endant T imers • Tr a n s f e r • T ransfer — Outg oing T runk to Outgoi ng T runk • T ranslation Copy Protect ion • T run k F las h • T runk Group Busy/W arning In dicators t[...]

A Call Center Feat ures DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Jun e 1999 A-12 Call Center Featu res DEFINITY ProLogix Solutions offers the following features desig ned to help you set up and m aintain a modern Call Center: • Abandoned Ca ll Search • Add/Remov e Sk ills • Agent Call Han dli ng • Auto-A vailable S[...]

A Call Center Feat ures DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Jun e 1999 A-13 • Flexible Bil ling • Inbound Call Manage ment • Intraflow and Interflow • Enhanced Loo k-Ahead Interflow • Malicious Call T race • Multimedi a Call Handl ing • Multiple Call Han d ling • Queue Status Indications • Reason Cod[...]

A Hospitality Feature s DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Jun e 1999 A-14 Hospitali ty Features The following features are d esigned for use in the hospitality indu stry . Other features listed elsewhere may be of use in this indu stry , however . The Attendant C risis Alert feature, for example, described in the Ba[...]

A Private Networking Features DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Jun e 1999 A-15 Private Networking Features The great expandability of DEFINITY ProLogix Solutio n s makes it a logical choice for set ting up private networks . Consequent ly , the system includes many private net working f eatures: • Centralized Att[...]

A Private Networking Features DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Jun e 1999 A-16 • DCS Over ISDN-PRI D-channel • DCS T runk Group B usy/W arning Indi cation • DCS W ith Reroute • Enhanced DCS • Extended T runk Access • Extension Nu mber Portab ility • Inter-PBX Attendant Calls • Node Number Routing ?[...]

A Private Networking Features DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Jun e 1999 A-17 • QSIG Path Replacement • QSIG V alue - Called Number ID • T ransit Cou nter • Uniform Dial Plan • User to User Information ove r Pub lic Netwo rk[...]

A Trunk Group Features DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Jun e 1999 A-18 T runk Gro up Feat ures DEFINITY Pro Logix S olutions o ffers an array of f eatures for managing trunk gr oups ef ficiently: • A TM- CES T runks • A TM Trun ks • Brazil — R2 MFC Backwards Signal • Call-by-Ca ll Serv ice Selection • [...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 B-1 B Documentation Library This appendix contains a list, by main menu category , of all the user documents available on the DEFINITY ProLogix Solutio n s Document Library CD. Thes e documents are also listed in the CD insert booklet. T o order paper copies of t hese or [...]

B DEFINITY ECS Relea se 7.1 (and later) Administration & Oper ations DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 B-2 CentreV u Agent Instal lation and Adminis tration, 5 85-215-81 5, 107969 578, Issue 1 DEFINITY Extende r Remote Module System User’ s Guide, 555-2 30-796, Iss ue 2 DEFINITY Ext ender Swit ch Mo[...]

B DEFINITY ECS Relea se 7.1 (and later) Administration & Oper ations DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 B-3 Console Op erations Quick Reference, 555 -230-890, 10838381 1, Issue 3 DEFINITY ECS Overv iew , 555- 230-024, 1083 43138, Is sue 7 Document Road Map, 108271 875, Issue 1 Hospitality Operations, 5[...]

B DEFINITY ECS Release 7.1 (and later) Installa tion & Maintenance for Compact Modular DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 B-4 DEFINITY ECS Release 7.1 (a nd later) In stallation & Maintenance for Com pact Modular Cabinets A TM Installation , Upgrades, an d Administ ration, 5 55-233-10 6, 1083438 15[...]

B DEFINITY Adjuncts DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 B-5 DEFINITY Ad juncts Call Acco unting S ystem for W indows Us er ’ s Guide, 555- 006-517, 1 07848756 , Issue 2 DEFINITY Extende r Remote Module System User’ s Guide, 555-2 30-796, Iss ue 2 DEFINITY Ext ender Swit ch Module System Admi nistrator?[...]

B Guide Builder DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 B-6 Multiple P ersonal Greet ings Quick Refe rence, 585-300-705, 107419251 , Issue 5 Plannin g, 585-300 -602, 108 356130, Is sue 1 ProLogi x R2 Getti ng Start ed, 555-235 -105, 108 432030, Is sue 1 ProLogi x R2 Overv iew , 555-235- 100, 108432139, Issue 2 [...]

B INTUITY M essaging Solutions Rele ase 5 DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 B-7 INTUITY Messaging Solutions Relea se 5 AMIS Analog Net work, 585-3 00-512 , 1084135 43, Issu e 7 AUDIX Administration and Data Acquisition Package, 585-3 02-502, 1083 59167, Issue 14 INTUITY Mess aging Solut ions Rel ease 5 Do[...]

B Telephones DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 B-8 PassageW ay T elephony Man ager R2 for DEF INITY EC S Get ti ng S tart ed, 5 60-201 -10 9, 10 823 939 3, Issue 2 PC Con sole R2 Quic k Reference, 55 5-230-740 , 1080951 18, Is sue 1 PC Con sole R2 User’ s Manual, 555-2 30-806, 10 8095100, I ssue 2 ProLo[...]

B Telephones DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju ne 1999 B-9 ProLogi x R2 Overv iew , 555-235- 100, 108432139, Issue 2 T ransT alk 9000 Digital W ireless System: MDW 9030P W ireless P ocket Phone Installation and Use, 503-801 -160, 1079 72010, Is sue 2 T ransT alk 9000 Dig ital W ireless System: MDW 9 030 W ireless[...]

B Telephones DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Jun e 1999 B-10[...]

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-1 Index Numerals 6200 Series tele pho nes 2-19 6400 Series tele pho nes 2-3 7300/ATL Se ries tele phones 2-15 7400 Series tele pho nes 2-8 800-serv ice trunks 10-16 8100 Series tele pho nes 2-20 8400 Series tele pho nes 2-9 8500 Series tele pho nes 2-16 9100 Series tele[...]

Index A DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-2 adminis tration terminal 9-8 Administrati on Withou t Hardware 9-8 Advi ce of Ch ar ge 9-15 alerts 3-5 Alterna te Faci li ty Rest ric t ion Leve l 10-13 analog te lepho nes 2-18 announc em ent rec ordi ngs 3-4 announc em ent sy ste ms 3-3 , 3-4 applica tion st[...]

Index B DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-3 B Basic Cal l Manage ment 5-13 Basic Cal l Manage ment Syst em 5-13 Call Center 5-13 measure ments 5-13 reports 5-14 BCMS Vu 5-15 Bearer Ca pability Class des cript ion 10-12 requ irem ent s 10-1 2 BRI telepho nes 2-16 Bro adcast ing 4-1 1 , 4-1 8 C cabi nets [...]

Index C DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-4 Call Cen ter, (conti nued) CentreVu Explore r II 5-6 CentreVu Supe rvisor 5-4 CentreVu Virtu al Routing 5-20 Drop-In So lutions 5-25 feat ures A-12 routin g 5-1 Call Center Basic 5-17 Call Center Deluxe 5-18 Call Cen ter Drop-In Sol utions 5-25 Call Cent er El[...]

Index D DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-5 Commence 7-15 Compact Call Center Drop-In Solutions 5-25 compac t modular carrier cabin ets 1-9 Computer T elephony Integratio n Solutions Commence 7-15 FastCa ll 7-5 , 7-13 Intuit ion 7- 4 PassageW ay Dire ct Connect ion 7-6 PassageW ay Service Pro vider 7- 9[...]

Index E DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-6 des cript ion 10-1 Dialed-N umber Identif i cation Service ACD 5-12 Digit C onversi on 10 -8 digit al interfac es 10-17 Digi tal S ervi ce 1 t runks 10-16 Digital Serv ices 1 (DS1) i nterface DEFINITY ECS supp ort 10-18 mult iplex ing 10-1 8 digit al telepho n[...]

Index G DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-7 feat ures Alternate F acility Restriction Level 10-13 AUDIX telecomm uting 8-5 Central ized Attend ant Service 10-22 Netwo rk Manage ment 10 -10 tele comm uting 8-1 foreig n exchan ge trunks 10-1 5 Full Mai lbox Ans wer Mode 4-12 , 4-18 G Generali zed Ro ute S[...]

Index L DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-8 Inte rnet Messag ing 4- 13 Intrafl ow Call Cov erage paths 5- 1 1 redirecti on of ACD h unt group c alls 5- 1 1 Intuit ion 7- 4 INTUITY AUDIX 4-9 INTUITY C all Accounti ng System 3-12 , 9-19 INTUITY CONVERSANT 4-20 INTUITY Me ssage M anager 4-13 IP interfac e [...]

Index N DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-9 Mult inati onal W orld Class Auto matic Alte rnate Routin g 10-9 Multipl e Personal Greetings 4-1 1 , 4-17 Multipl e Personal Greeti ngs, tele commuti ng 8-5 mult iplex ing DS1 inte rface 10-18 N Name Addre ssing 4-12 , 4-19 Name Re cord by Subs criber 4-12 , [...]

Index Q DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-10 power sy stems 3-2 Pre-Addressing 4-10 Print Text 4- 10 Pri or ity Me ssag ing 4- 1 1 , 4-17 Priority O utcallin g 4-1 1 , 4-18 Priority Outcallin g, tele commuti ng 8-5 Priva te Mess aging 4-12 , 4-19 private n etworkin g featu res A- 15 professi onal a nnou[...]

Index S DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-11 routin g Automatic Alternate Routing 10 -1 1 Automatic Route Se lection 10-1 1 Call Cent er ca lls 5-1 Generali zed Ro ute Select ion 10 -12 Time of D ay 10-10 S schedul ing 9-1 1 secu rity xvii i , 9-20 secu rity devi ces Acce ss Secu r ity Ga teway 3- 6 Rem[...]

Index T DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-12 System M anageme nt DEFINITY ProLogi x Management Terminal 9-2 DEFINITY ProLogi x Solu tions 9- 1 DEFINITY Site Adm inistration 9-3 Terminal 9-2 T T1 interfa ces 10-18 Tandem T raffic reports 9- 14 TCP/IP int erfaces 10-19 Telecom munic ation s Mana gement Sy[...]

Index U DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-13 telephon es, (conti nued) overvie w 2-1 single-l ine 2-18 speakerp hones 6-1 wireless 6- 3 terminal adminis tration 9-8 terminal power s upplies 3-2 Terminal Transl ation Init ializati on 9-10 Text-to-Speec h 4-10 tie trunks 10-16 Time of D ay Routi ng 10- 10[...]

Index W DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-14 voic e mess aging system s call cover age 4-2 centra lized m essaging 4- 8 DEFINITY AUDIX 4-15 integr ation 4-3 INTUITY AUDIX 4-9 INTUITY Me ssage M anager 4-13 network ed me ss agi ng 4- 8 Octel 1 00 4-22 voice re sponse s ystems INTUITY CONVERSANT 4-20 W Wi[...]