AT&T Definity Callmaster II Manual de usuario Pagina 112
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Call Center Features
92
DEFINITY Enterprise Communications Server Release 8.2
Overview
555-233-002
Issue 1
April 2000
Figure 12. A DEFINITY Call Center
1
Your Office Building
8
CentreVu Supervisor
2
DEFINITY ECS
9
CallVisor Adjunct Switch
Applications Interface
3
Remote Agents Using DEFINITY
Extender
10
INTUITY Conversant Voice
Response System
4
Remote Agents (Home Agent)
11
Local Area Network
5
Remote Call Center Using Look Ahead
Interflow or Best Service Routing
12
Host Computer
6
Local Agents Organized By Skill
13
Computer-Telephone
Interface Server
7
CentreVu CMS
233002_1.book Page 92 Monday, February 21, 2000 8:28 AM
- DEFINITY 1
- Table 1. Means of Connection 3
- ■ Low Voltage (73/23/EEC) 4
- How to get help 5
- How to order more copies 5
- Contents 6
- 2 — Telephone Features 15 7
- 5 — Hospitality Features 61 9
- 555-233-002 10
- April 2000 10
- 7 — Call Center Features 91 13
- 9 — Adjunct Systems 117 15
- Index 125 15
- About This Book 17
- Conventions Used in This Book 18
- Trademarks and Service Marks 18
- How Can I Order Other Books? 19
- This Book? 20
- 1 —System Overview 21
- Processor Port Network (PPN) 22
- Expansion Port Network (EPN) 22
- Center Stage Switch (CSS) 22
- Carriers and Cabinets 23
- Single-Carrier Cabinets 24
- Multi-Carrier Cabinets 25
- Hardware 26
- Survivable Remote EPN (SREPN) 28
- Public Telephone Network 29
- Private Telephone Networks 29
- TCP/IP Networks 30
- ATM Networks 30
- Typical Connections 31
- Public Network Call Priority 33
- World Class Tone Detection 33
- World Class Tone Generation 33
- Administrable Loss Plan 33
- Software 34
- 2 —Telephone Features 35
- IP SoftPhones 36
- Quorum A-28 Conference Bridge 37
- SoundStation EX 38
- Handling Incoming Calls 39
- Telephone Features 40
- Misoperation Handling 41
- Manual Message Waiting 41
- Conference 41
- Call Park 41
- Call Redirection 42
- Call Coverage 43
- Night Service 46
- Telephone 47
- Call Pickup 48
- Station Hunting 48
- Speed/Convenience Calling 49
- Telephone Displays 52
- Group Communication 53
- Intercom — Dial 54
- Manual Signaling 54
- Group Listen 54
- Whisper Page 54
- Loudspeaker Paging Access 54
- Special Ringing 55
- Messaging 56
- Voice Message Retrieval 57
- Demand Print 57
- Telecommuting 58
- Station Self Display 59
- Attendant Console 61
- Call Handling 62
- Attendant Features 63
- Making Calls 64
- Accessing the Attendant 65
- Monitoring Calls 65
- Trunk Group Access 66
- Attendant 66
- Centralized Attendant Service 67
- Attendant with DCS 67
- Inter-PBX Attendant Calls 68
- DCS With Reroute 68
- Enhanced DCS 68
- 4 —Computer-Related Calling 69
- Features 69
- Modem Pooling 70
- Alphanumeric Dialing 71
- Data Call Setup 71
- Data Hot Line 71
- Default Dialing 71
- Data Privacy 71
- Vectors and Stations 72
- Multimedia Call Handling 73
- Multimedia Calling 74
- Interface 76
- IP Solutions 76
- CallVisor ASAI 79
- 5 —Hospitality Features 81
- Hospitality Services 82
- Names Registration 82
- Property Management System 82
- Station Hunt Before Coverage 84
- Call Restrictions 85
- Class of Restriction (COR) 86
- Station Security Codes 86
- Restriction 87
- Restriction — Controlled 87
- Malicious Call Trace 87
- CAMA - E911 Trunk Group 88
- Authorization Codes 88
- Block Collect Call 88
- Power Failure Transfer 88
- Automatic Circuit Assurance 89
- Facility Busy Indication 90
- Facility Test Calls 90
- Packet Error History 90
- Variable Length Ping 91
- Recent Change History 91
- Service Observing 91
- Bulletin Board 92
- Call Detail Recording (CDR) 93
- Traffic Reports 93
- Recorded Announcement 94
- Music-on-Hold Access 94
- Announcement 94
- Tenant Partitioning 95
- Trunk Group Circuits 96
- Local Exchange Trunks 96
- Tie Trunks 96
- Auxiliary Trunks 97
- IP Trunks 97
- ISDN Trunks 98
- Full ETSI Functionality 100
- NT Interface on TN556C 100
- Wideband Switching 100
- ATM Trunks 101
- Trunk Management 102
- Miscellaneous Trunks 103
- Digital Interfaces 103
- Digital Multiplexed Interface 103
- Answer Detection 104
- Automatic Routing Features 105
- AAR/ARS Overlap Sending 106
- AAR/ARS Partitioning 106
- Time of Day Routing 106
- Facility Restriction Levels 107
- CAUTION: 107
- Generalized Route Selection 107
- Look-Ahead Routing 107
- Subnet Trunking 108
- External Device Alarming 108
- Alarm Assignments 109
- 7 —Call Center Features 111
- Agent Call Handling 115
- Intraflow and Interflow 116
- Abandoned Call Search 117
- Call Vectoring 117
- COR for VDN 118
- Applications 118
- Call Prompting 119
- Expert Agent Selection 119
- (CentreVu CMS) 121
- CentreVu Advocate 122
- Call Charge Information 123
- Interface (ASAI) 124
- CentreVu IP Agent 125
- ATM Trunking 126
- ATM WAN PNC 126
- Private Network Access 127
- Node Number Routing 127
- (ATM-PNC) 127
- Uniform Dial Plan (UDP) 129
- Over the Network 130
- DCS Over ISDN-PRI D-channel 131
- Call Completion 131
- Path Replacement 132
- Call Forwarding (Diversion) 132
- Call Transfer 133
- Called NAME ID 133
- Call Offer 133
- QSIG VALU 134
- QSIG Voice Mail Capabilities 135
- DEFINITY AUDIX 137
- INTUITY AUDIX 139
- INTUITY Lodging 140
- INTUITY Conversant 140
- Integration 141
- Other Supported Systems 141
- PassageWay 142
- Wireless 144
- Numerics 145
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