Information: Geocentrex Attendant Group Features

Information
GeoCENTREX Attendant Group Features

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Attendant Group Features
Information GeoCENTREX
Trademarks: All designations used in this document can be trademarks, the use of which by third parties for their own purposes could violate the rights of their owners.
Copyright (C) Siemens AG 2000-2000

Issued by the Information and Communication Networks Group Hofmannstrae 51 D-81359 Mnchen Technical modifications possible. Technical specifications and features are binding only insofar as they are specifically and expressly agreed upon in a written contract.
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Reason for Update

Summary: supplementary MAC feature Details: Chapter/Section 2.3.13 GeoCENTREX Subscriber status interrogation on MAC request Reason for Update new chapter
Issue History
Issue Number 01 02 Date of issue Reason for Update
12/2000 03/2001
Layout adaptation supplementary MAC feature
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This document consists of a total of 54 pages. All pages are issue 2.
Contents
1 2 2.1 2.1.1 2.1.2 2.1.3 2.1.4 2.1.5 2.2 2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7 2.2.8 2.3 2.3.1 2.3.2 2.3.3 2.3.4 2.3.5 2.3.6 2.3.7 2.3.8 2.3.9 2.3.10 2.3.11 2.3.12 2.3.13 2.4 2.4.1 2.4.2 2.4.3 2.5 2.5.1 2.5.2 3 3.1 3.2 3.3 3.4 Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Mode of operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Attendant group features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Automatic call distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Night Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Group Make Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Link Failure Call Diversion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Attendant Group Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Common Attendant Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Logon / Logoff for basic attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Attendant Emergency Override. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Attendant Barge In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Attendant Camp On . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Position Make Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Rerouting with manual acceptance mode. . . . . . . . . . . . . . . . . . . . . . . . . . 23 Post call time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Hotel application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Multifunctional attendant console (MAC) features . . . . . . . . . . . . . . . . . . . 24 Logon / Logoff for Multifunctional Attendant Console . . . . . . . . . . . . . . . . . 24 Dial Through Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Redial last number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Call type identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Call Park for Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Call presentation and acceptance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Indication of number of calls in queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Directory Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Attendant Control of Facilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Serial Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Prevention of Loops for Calls via Attendant . . . . . . . . . . . . . . . . . . . . . . . . 28 Large Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 GeoCENTREX Subscriber status interrogation on MAC request . . . . . . . . 29 Special MAC applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Message Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Traffic Data Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 EWSD database administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 GeoCENTREX Complex. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Shared attendant groups for call processing functions . . . . . . . . . . . . . . . . 33 Shared multifunctional attendant consoles . . . . . . . . . . . . . . . . . . . . . . . . . 36 Subscriber controlled input . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Analog. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ISDN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Additional possibilities for feature control . . . . . . . . . . . . . . . . . . . . . . . . . . Legend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 38 47 48 49
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Call charge registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
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1 Denition
GeoCENTREX attendant group features facilitate the definition of attendants with operator functions in a GeoCENTREX group. Attendant Group Up to 4095 attendant groups can be installed in each network node. Each of these attendant groups can be assigned to one GeoCENTREX group. Several GeoCENTREX groups can share an attendant for call processing, administration, traffic or message detail recording (GeoCENTREX Complex). Standard telephones and the multifunctional attendant console can operate side by side in an attendant group. Attendant Stations The task of the GeoCENTREX attendant is to assist subscribers during call setup and/or provide subscribers with a range of features for call setup and during the call. A distinction is made between: Basic attendant station Normal GeoCENTREX lines are used as basic attendant stations. The basic attendant uses a standard telephone (analog or ISDN) equipped with standard GeoCEN TREX subscriber features. In addition, the basic attendant station is integrated in the call distribution system like a multifunctional attendant station. Multifunctional attendant console (MAC) The multifunctional attendant console is a PC with additional hardware and software. The range of features available depends on the multifunctional attendant console software version used. Operator benefits Operators can offer their customers (companies) a comprehensive range of switching features. Subscriber benefits Customers (companies) do not need their own PBXs in order to use the switching functions. Availability Analog Subscriber GeoCENTREX subscriber --X --X ISDN
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Use and effect The following table contains information about SCI features. Attendant ATNBI use ATNBI effect ATNCACO use ATNCACO effect ATNCO use ATNCO effect ATNDACO use ATNDACO effect ATNEO use ATNEO effect ATNGMB use ATNGMB effect ATNLOG use ATNLOG effect ATNPMB use ATNPMB effect ATNNS use ATNNS effect ATNSACO use ATNSACO effect ATNTR use ATNTR effect X X X --X X X --X X X X X X X X X X X --X --Called sub- Subscriber scriber --X ------X ------X --------------X --------------X ------X ----------------------X --X
The attendant group features described followed are valid for subscribers within a Geo CENTREX attendant group. Interactions For interaction with other features, see Feature Interactions.
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2 Mode of operation
2.1 Attendant group features
One or more attendant groups, consisting of analog and/or ISDN basic attendant positions and/or multifunctional attendant consoles, can be formed within a GeoCENTREX group. Any attendant within an attendant group can be reached by the attendant group number or by the GeoCENTREX internal attendant group number (ACD call). A distinction can also be made according to call type. A particular attendant can be reached by dialing his/her own public directory number or his/her GeoCENTREX intercom number (direct call). Depending on how the attendant is dialed, different feature sets are used at the attendant's end: Attendant dialed via the attendant group number All features allocated to the ACD can be used. Attendant dialed via the GeoCENTREX intercom number (direct connection) Only features that are not assigned to the ACD are used The following additional features can be assigned to these attendant groups and then applied for all calls to the directory numbers of the attendant group: Automatic call distribution Night Service Group Make Busy Link Failure Call Diversion Attendant Group Supervisor
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2.1.1
Automatic call distribution

The GeoCENTREX automatic call distribution (ACD) system enables incoming calls to be distributed to the attendant stations available in an attendant group. An available attendant station is a logged-in operator who is currently free. Direct calls, i.e. calls to a particular attendant by dialing the attendant number, are not put through the ACD. Only voice-compatible services are distributed to the attendant stations. All the attendant groups within a GeoCENTREX group are completely independent of each other in respect of the ACD. Hence, the ACD facilities concerning hunting type (i.e. the way of searching for the next call to be presented to an attendant: circular / sequential / uniform), alternative routing number, features etc. are defined separately for each attendant group. Overview: Call organization Call presentation to ACD Call selection ACD calls / direct calls Busy / idle handling Post call time interval Call acceptance ACD Online Trafc / Performance Reports
2.1.1.1
Call organization
Call organization is defined within the ACD as follows: ACD congurations Fixed call types Task group (default) ACD configurations The GeoCENTREX attendant groups can be subdivided into individual function subgroups (call task groups). One or more specific call types are assigned to these subgroups. Each call to be presented to an attendant via ACD is associated with a specific call type. Each call type is directed to one specific call task group. On the other hand, call task groups are assigned to the attendants, defining the call task groups handled by the individual attendant. In addition, up to three of these call task groups within the attendant group can be handled in a higher priority.
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ACD configurations are predefined arrangements of call types and call task groups (see Fig. 2.1)O&M. At any one time only one ACD configuration is active. A change of ACD configuration allows the set of call types defined per call task group to be changed, i.e. for the attendants serving this call task group. These elements are defined for each individual attendant group. An ACD configuration change is done via command entry from an attendant terminal and from the terminal by the operator. The ACD configuration may also be changed according to the time and the day (see next session). A queue can be defined for every task group into which a call may be placed if no attendant is idle to handle this call. The call is forwarded to a predefined station in the following cases: The queue for the attendant station group is full or there is no queue dened and all group attendants are busy. No attendant is active in the group (see Night Service). If there is a link failure and all attendant stations in a GeoCENTREX attendant group are out of service (see Link Failure Call Diversion). Fig. 2.1 shows an example of the interaction of attendant stations, task groups and call types. ACD configuration 1: Call type A is handled by attendants 1 and 3. Call type B is handled by attendants 1 and 3. Call type C is handled by attendants 1 and 3. Call type D is handled by attendants 2 and 3. ACD configuration 2: Attendants 1, 2, 3 get no ACD calls. Call types A, B and D are routed to attendants 4 and 5. Call type C is never assisted (N.A.). Such calls are routed to a predefined station.
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Call types
Task groups
Attendants
Call type A
Task group 1
Attendant 1
Queue Attendant 2 Call type B
Task group 2 Attendant 3 Call type C Queue N.A. Attendant 4 Call type D Task group 3
Attendant 5 Queue
ACD configuration 1 ACD configuration 2 Only one ACD configuration can be activated at any one time
Fig. 2.1
ACD configurations
Call type definition based on dialed digits. Call type definition based on dialed digits enables the subscriber to reach the same attendant group with different service numbers. Depending on the dialed digits the call is routed to different call task groups.
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Fixed call types To be able to define the GeoCENTREX call type, the origin, the interim processing and the destination of each individual call must be determined by ACD. The following GeoCENTREX call types can be identified: Call to internal number of the attendant group Call to national listed public directory number of attendant group Call from attendant to attendant group Call from attendant to attendant Dial through attendant call CCBS recall Attendant camp on recall Call transfer to attendant Call forward immediate Call forward on busy Call forward on no reply Call forward to night service number Call forward to LFCD number Direct calls to attendant station Intercepted call to attendant - incoming restricted Intercepted call to attendant - outgoing restricted Intercepted call to attendant - unobtainable directory number Intercepted call to attendant - trafc restriction Call support with identication Call support without identication Call to international public directory number of attendant group Hotline call to attendant Call to shared attendant Serial call recall Task group (default) A task group is created by the operator in an EWSD network node by entering commands on the operating terminal. The operator has to enter the common service group information, the task group name, the ACD configuration and a selection of the standard GeoCENTREX call types. The operator can also specify up to three task groups of higher priority for each attendant station. As soon as an attendant station is free, ACD first checks the queued calls of the higher-priority task groups. The calls in the higher-priority task groups are forwarded to the attendant station before the calls of other task groups.
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2.1.1.2
Call presentation to ACD

As each new call is presented to ACD, it is distributed to an attendant capable of handling that call task group and according to the selected hunt algorithm. The distribution is made only to those attendants who are capable of serving the required language and for whom the defined call type is not entered in the call type restriction list. If no operator is idle, the call is entered in the FIFO queue of its call task group and waiting tone or waiting announcement is returned to the calling party if appropriate. Note: Only voice-compatible telecommunication services are served by the ACD. All other services are rejected. Announcements within queues A call to the attendant via the ACD can be accompanied by individual service-dependent announcements. This means that an announcement is played to the calling subscriber depending on the service (call type). Individual announcements are provided: Announcement within queues For each single call type (service), and also for xed call types, it is possible to assign a service-dependent greeting announcement. If an announcement is assigned, each caller to a specic service hears at least this announcement. If no announcement is assigned to the call type the service announcement is deactivated and the call is presented to the attendant immediately.If the call is rerouted to an attendant, the announcement will be deactivated so that the caller only hears this announcement once. Announcement for calls in task groups Queued subscribers hear an announcement which can be divided into a maximum of 15 sequential announcement elements (e.g., greeting ... music ... information ... music ... commercial ... music ..., etc..). This announcement may be queue-specic or service-specic. Queue full announcement If the queue is full, the subscriber hears an announcement to this effect or a special tone. This announcement may be queue-specic or service-specic. Announcement for non-served queue A subscriber hears this announcement if the last attendant to serve this queue has logged off. Announcement for non-served call type An announcement is heard if the call type is not assigned to any task group and thus cannot be served. The announcement is uniform for the GeoCENTREX group. Announcements for shared attendant stations If the call is routed to a shared attendant station, the announcement depends on the call type between the calling subscriber and the network node. After the announcement is played, the call is routed to the shared attendant station. The following figure gives an overview of ACD and queueing announcements.
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queue overflow announcement announcet within queues no queueing
attendant
call presented to ACD
announcement for non-served task group
announcement for non-served task group
announcement for non-served call type
announcement for shared attendant stations
Fig. 2.2
ACD and queueing announcements
Call distribution dependent on origin and date/time This feature consists of three functional parts which can be used independently of each other. The overall flexibility of the ACD results from the use of all parts together. Changing of ACD congurations or the assignment of task groups to attendants dependent on day and time. Accessing of certain ACD systems dependent on the origin of a call. Forwarding a service call to other ACD systems dependent on day and time. The first function gives the customer the possibility of changing the routing of a call from call type to task group automatically at predefined times and on predefined days. Also, the task groups to which the attendant belongs may be automatically changed according to the time and the type of day (daily, individual weekday, holiday). Second function: the different ACD systems can be accessed according to the call setup by evaluating the calling subscriber's address.
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Activation of user programs depending on call type User programs are activated automatically at the attendant position as soon as a call request is presented by the ACD. The user program that is activated depends on the call type. The configuration file on the multifunctional attendant console contains the assignment of IDs provided by EWSD to the various user programs. Up to 255 fixed and freely administrable call types can be assigned to user programs.
2.1.1.3
Call selection
ACD calls / direct calls ACD calls If an attendants becomes "idle", i.e. after a call is released from the position, or transferred, or parked, or the call is even completely released (disconnected) and if no direct call is waiting, the following steps are taken: An attempt is made to deal with a queued call in the sequence of call task groups specied for that attendant. Within the call task group found to be next in sequence, the rst call is checked for the restricted call type and the languages which are assigned to the attendant. If no calls are waiting or queued or if parameter evaluation does not t, the attendant becomes idle again and is placed in a list for idle attendants. Direct calls - i.e calls addressed to a specic attendant If a direct call is received and the attendant is busy, it is immediately presented to the specied attendant using the call waiting feature. After completion of call handling by an attendant, i.e. after a call is released from the position, or transferred (attendant transfer), or parked, or if the call is even completely released (disconnected), the waiting and presented direct call may be accepted (manual acceptance method) by the specied attendant immediately without the need to wait for ending of the Post call time interval. If the attendant is idle and a direct call is received, the call is also presented immediately. Busy / idle handling If an attendant is available for calls from ACD, this attendant is called idle. Idle attendants are listed in the attendant idle list. The attendant is removed from the attendant idle list as soon as he or she receives a call (call from ACD or direct call) or initiates a call processing task (e.g. originate a call, reenter a parked call), when he or she logs off or activates 'position make busy'. After the completion of tasks (e.g. call transfer, call release or call park) the system provides a specific post call time interval before the attendant becomes idle. This interval enables the attendant to attend to other necessary tasks, e.g. return a call from park. Post call time interval After an attendant is released from a call and becomes idle to receive the next call from ACD, the system provides a specific time interval allowing the attendant to initiate some other action before the attendant is recognized as idle by the ACD. This post call time interval is administrable via attendant group data.
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2.1.1.4
Call acceptance
As soon as the ACD has selected an idle attendant who is to process a call, that call is transferred to the appropriate attendant console along with the associated data (e.g. B party number). When the call is presented, the attendant is notified by an alerting tone in the headset and by the display of call data on screen. If a direct call is received, it is presented to the specified attendant immediately. The alerting tone is only transmitted if the attendant is not concerned with an active call. If the attendant is active with a call, reception of the direct call is notified on screen.
2.1.1.5
ACD Online Traffic / Performance Reports

The following online traffic and performance reports are possible and can be requested for the ACD group, attendant and attendant group: Attendant status report (continuous and snapshot) For each attendant Attendant ID Attendant status Attendant performance report (snapshop and statistical) For each attendant Attendant name Attendant ID Logon duration Busy out duration Number of calls presented Number of calls accepted Call delay acceptance time (sec) Total ACD holding time Total idle time Number of internal direct calls Max. last holding time (last half of hour) Attendant call type performance report (snapshop and statistical) Attendant ID For each call type Call type name No. of calls accepted Total holding time No. of calls presented No. of calls processed in specic time (GOS 1) No. of calls processed in specic time (GOS 2) No. of calls processed in specic time (GOS 3) Total delay acceptance time
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Call type summary report (snapshop and statistical) For each call type of the task group Call type name No. of call attempts No. of calls delayed No. of calls presented to attendant No. of calls abandoned No. of calls blocked No. of calls rejected by attendant No. of calls requeued Grade of service (GOS) (calls that queue longer than the threshold value x 100%) / (assigned calls + connections terminated by the subscriber before being accepted) Task group status report (continuous and snapshot) For each task group Task group name Number of queued calls Queue size threshold Queue delay (sec.) Queue delay threshold (sec.) Number of idle attendants Number of logon attendants Call type status report (snapshot) For each call type of a task group Call type name For each language No. of queued calls Attendant conguration report (snapshot) Task group name For each priority No. of attendants logged on No. of idle attendants
The attendant status report is a snapshot report which can be requested by the attendant. Data is sent from the EWSD to the MAC and presented graphically. The attendant performance and the attendant call type performance report are statistical reports which are sent every 15 / 30 minutes to the traffic attendant console of the Geo CENTREX group / GeoCENTREX complex. These reports are started by the attendant, data collection is performed in the EWSD. Data storage is performed on the MAC. The attendant can generate reports comprising data from a certain interval of time. The reports can be presented in table form and in graphical form (see also chapter Traffic Data Handling).
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2.1.2
Night Service
The Night Service (NS) feature reroutes the calls intended for an attendant group of a GeoCENTREX group to a previously defined GeoCENTREX night service number within the GeoCENTREX group. Direct calls are still possible. The GeoCENTREX night service number can be assigned to a normal subscriber or a specific attendant station within the local GeoCENTREX group. If the night service number is not occupied although the night service is active, call forwarding can be activated from the night service telephone to forward night service calls to another external number. The call which is rerouted to the night service number can be accepted by other GeoCENTREX lines with the night service call pick up feature. After activation, night service begins when all queued calls have been served. Activation of the GeoCENTREX night service does not prevent the attendant stations from setting up calls. The night service can be activated or deactivated from an authorized basic attendant station with an access code or by an authorized multifunctional attendant console operator. The night service is automatically activated when the last active attendant of the attendant group logs off. If queued calls still exist, the logoff is rejected until these calls are served. The night service is automatically deactivated when the first attendant in an attendant group logs on again.
2.1.3
Group Make Busy

The Group Make Busy (GMB) feature enables an attendant station to block all attendant stations of the attendant group for ACD. This service has no effect on the calls already placed in the queue by ACD or on direct calls to an attendant station. Basic attendants can activate, deactivate or interrogate this feature for their basic attendant station by entering special access codes.
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2.1.4
Link Failure Call Diversion

The Link Failure Call Diversion (LFCD) feature enables automatic rerouting if all lines to a GeoCENTREX attendant group are out of order. All incoming calls for this attendant group are automatically rerouted to another destination within the GeoCENTREX group (or to a common attendant group within a complex). However, this line should under no circumstances belong to the same attendant group. A link failure is always detected by monitoring by the ISDN levels 1 and 2 and by the network. The feature cannot be activated by the administration, it is activated automatically when the last line fails (hardware failure, not LOGOFF). The feature is deactivated when LOGON is performed again for the first line of the attendant group. In the case of the feature LFCD for attendant groups it should be noted that the function is only fully guaranteed if all attendant group lines are ISDN subscribers. With analog attendant group lines it cannot automatically be assumed that there is a link failure when there are problems with the subscriber line. If a subscriber line interruption occurs in the case of analog attendant group lines, the feature LFCD does not come into effect.
2.1.5
Attendant Group Supervisor

The supervisor functionality is based on the ACD configuration. The system supports 100 supervisors and 1000 agents per 10000 lines. The ACD Online Traffic / Performance Reports support a minimum of 10 supervisors per ACD. Each GeoCENTREX attendant (basic or MAC) belonging to a GeoCENTREX ACD configuration can be assigned to a supervisor group. By default a supervisor is assigned to a specific supervisor group. Specific MAC attendants can have the supervisor capability in addition to the attendant features. This allows them to monitor the attendants of a supervisor group. By pressing the functional button allocated to an idle attendant a direct call will be set up to that specific position. If a position is busy, the supervisor can barge into the attendants two-way conversation with or without a warning tone for assistance. The warning tone can be switched on/off per attendant group. A supervisor may also request display of the following data for his group: Actual status of his service groups (task group status display) and via LAN from the trafc and attendant console Performance data of the ACD (call type summary display) Service-specic performance data of the attendants (attendant call type performance display) Service-specic ACD queue status display (call type status display) Status display of service groups with the availability of attendants, taking the working priority into consideration (attendant conguration display)
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The status of all attendants in the supervisors group will be presented on the display of a MAC with specific buttons showing the directory number, name and status of the the attendants in different colours. Depending on the supervisors authority, he/she has the option of supervising a different group of attendants originally assigned to another supervisor. At one time a supervisor group can have several active supervisors. They can all have the current status of the attendants displayed, but only one continuous display of the attendants statuses can be active for a supervisor group at any given time.
2.2
Common Attendant Features

By entering further special feature codes, the basic attendant can activate, deactivate or query the following services for the basic attendant station:
2.2.1
Logon / Logoff for basic attendant

With this feature, an operator logs on to a basic attendant station for ACD. The basic operator has to enter the special access codes for "Logon basic attendant station" at the basic attendant station with a password. After entering the corresponding access code, the Logon/Logoff status query of the basic attendant station is also possible. The Logon/Logoff function is used for blocking the basic attendant station for longer pauses. This does not apply to direct calls. The Logoff of the last active attendant in a task group is rejected until the calls in the queue have been served. No further calls are placed in the queues of the attendant.
2.2.2
Attendant Emergency Override

The Attendant Emergency Override (AEO) feature enables an attendant to set up a connection to a subscriber with an active restriction for incoming calls. The subscriber must be in the same GeoCENTREX business group as the attendant station. The attendant activates this service from the attendant station. The restrictions are overridden in the case of charge and application restrictions. An attendant call with the Attendant Emergency Override feature overrides all active Call Forwarding variants, an active Do not disturb (DND) feature and the Fully-restricted, terminating feature at the terminating GeoCENTREX station.
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2.2.3
Attendant Barge In
The feature Attendant Barge In (ABI) permits the attendant to intervene in an existing call without interrupting it. The attendant dials an access code followed by the GeoCEN TREX subscriber's internal number within the GeoCENTREX business group. The feature can be used with or without warning tone to the called subscriber. A GeoCENTREX subscriber can prevent attendant barge in for an active call by means of subscriber controlled input.
Basic attendant
Subscriber targeted by barge in
Attendant stations Multifunctional attendant
Barge-in call
Call into which the attendant barges in
Fig. 2.3
Attendant barge in
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2.2.4
Attendant Camp On
The Attendant Camp On (ACO) feature enables the attendant to transfer an incoming call to a busy or free GeoCENTREX subscriber in the same business group as the attendant station. A busy analog subscriber receives a call waiting tone, while a busy ISDN subscriber additionally receives a visual display on the ISDN terminal device. The called subscriber can control the call as for call waiting. The attendant exits the connection by performing a call transfer in ringing status. If the called subscriber does not answer (within a administrable time period), an attendant station in the originating attendant group is recalled into the call with the caller. The attendant station which initiated the feature is given priority in accepting the call. The attendant at the MAC is shown detailed information about the ACO call so that the call can be processed quickly. The attendant receives the number and the name of that GeoCENTREX extension that did not answer, as well as the already existing calling number. The displayed new number is the original number dialled by the attendant. The name will be displayed if it can be found in the local MAC phonebook.
2.2.5
Position Make Busy

With the feature Position Make Busy (PMB) the attendant can flag the attendant station in such a way that ACD forwards no further calls to this attendant station. The attendant station can still receive direct calls and the attendant can still set up calls from the local attendant station. If all attendant stations in the attendant group are busy or blocked by this feature, ACD places incoming calls for this attendant group in the assigned queue.
2.2.6
Rerouting with manual acceptance mode

This service forwards calls not accepted manually within an administrable time (e.g., 20 seconds) at an attendant station with manual call transfer to the automatic call distribution system. This attendant station is then automatically set to the Position Make Busy status. Furthermore, a forced logoff can be executed if the threshold for unaccepted call attempts is exceeded.
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2.2.7
Post call time

At the end of a call (e.g. call transfer, release, etc.), the attendant does not receive a new call from the automatic ACD until the post call time (PCT) has expired. This gives the attendant time to carry out other tasks (e. g. unpark a call, make logoff or Position Make Busy).
2.2.8
Hotel application
The attendant can control the following features for all subscriber lines in his/her local GeoCENTREX group: Alarm Call Service The attendant can accept and book alarm calls for all subscriber lines in the Geo CENTREX group. Casual, daily and specic alarm calls can be booked. Call Barring for subscriber The attendant can set and remove call barring for the subscriber lines in the Geo CENTREX group.
2.3
Multifunctional attendant console (MAC) features

In addition to the restricted ISDN supplementary services set and the basic attendant station, the following features are available on the MAC:
2.3.1
Logon / Logoff for Multifunctional Attendant Console

With the logon procedure, attendants need a password to log on to their console. If the logon is successful, call attempts are routed to this console via the call distribution system. Furthermore, an attendant can use the features installed for his/her user ID at this console. With the logoff procedure, the console is blocked for all calls and the console features are deactivated. The logoff of the last active attendant in a task group is rejected until the calls in the queue have been served. No further calls are placed in the attendants queues (see also chapter Logon / Logoff for basic attendant).
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2.3.2
Dial Through Attendant

The Dial Through Attendant (DTA) feature enables GeoCENTREX subscribers with the restriction Semi-restricted, originating to set up external calls to the public switched telephone network by dialing a feature code and the desired public directory number. The ACD routes the call via the multifunctional attendant console, which can transfer the call to the public switched telephone network. An attendant has two options: To allow the call directly with or without consultation with the caller To answer the call and then explicitly set up the call and transfer it to the GeoCEN TREX subscriber.
2.3.3
Redial last number

The attendant station has a redial function. The 20 previously dialed numbers are stored in the memory. To redial a number, the attendant select the number he wishes from the pull down menu of the number field. All other relevant data (e.g. names) are supplied from the local database. The attendant now has to press the dial button as for a new call.
2.3.4
Call type identification

Call type identification enables the attendant to obtain information about incoming calls. The call-related information displayed on the multifunctional attendant console comprises the following: Call status (active, hold, etc.) Information about incoming calls (call type supplied by ACD, information from the local directory number database, service indications, etc.) Network indications (Call Completion to Busy Subscriber (CCBS), Call waiting (CW), Attendant Camp On, etc.) Services available for call control (Call hold (CH), Enquiry, Explicit Call Transfer (ECT), etc.) The call control services which can be displayed and controlled on the multifunctional attendant console are as follows: Accepting an incoming call Setting up a call Setting up a call with an activated service (e.g., Attendant Emergency Override, Attendant Camp On, etc.) Call transfer of calls with/without answering with Dial Through Attendant Setting up and clearing down a three-way conference Toggling between presented calls Explicit Call Transfer (ECT) Activating and deactivating a CCBS request (via keypad only) Calling directory assistance Sending keypad information Sending DTMF information Changing the call handling status of the multifunctional attendant console or the whole attendant group
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2.3.5
Call Park for Attendants

The attendant station can park up to six calls. If the park key is pressed, the parked calls appear in the corresponding field as icons. The name and directory number can also be displayed if desired by the attendant. After the call is parked, the attendant station remains busy until time-out of the post call time so that the attendant can unpark a call. After time-out of the post call time, the attendant status is transmitted to EWSD as idle. After the sixth call has been parked, the attendant station receives no further calls via ACD. Direct calls can be offered but not parked. The attendant can unpark individual calls one by one. Only answered calls can be parked.
2.3.6
Call presentation and acceptance

It is possible to specify the call types that can be processed by each individual attendant. As soon as ACD sends a call request for processing to the attendant station, the request is presented to the attendant. Presentation with manual acceptance The attendant is informed by a short tone in the headset and a display on the screen that the system is offering a request via ACD. To accept the call, the attendant has to press a key.
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2.3.7
Indication of number of calls in queue

An MAC attendant has the option for indication of four queues he/she is able to serve. The queues can be assigned to calls to four 'call types' e.g. external, internal, international, attendant, or it can be assigned for three call types and the 4th counter used to show the sum of all queued calls he or she is able to serve.
2.3.8
Directory Assistance
A common Directory Assistance (DA) system is available for all attendants of an attendant group. All attendants of an attendant group can log on to a centralized PC containing the common database for directory assistance. Only attendants that have the right to change the directory assistance database can write to the database. Only one attendant (station) can change the directory assistance database for the attendant group. There are three main applications for the directory number database in a multifunctional attendant console: Call setup using directory assistance Display of additional data (e.g. name) for incoming calls Postprocessing of MDR data
2.3.9
Attendant Control of Facilities

This feature allows an MAC attendant with authorization for administration to set all stations of a GeoCENTREX group to Semi-restricted, terminating and to remove this blocking. Interrogation by the attendant is also possible. In the case of a GeoCENTREX complex the attendant can select the GeoCENTREX group for activation / deactivation of the feature.
2.3.10
Serial Call
A subscriber can request the attendant to build up a serial call to several internal or external partners. The outgoing call can be marked as a serial call by the attendant. When the attendant has transferred the call and the called party has disconnected, the calling party is connected to the attendant again in order to build up a call to another called party. The call is routed to the same attendant if he/she is idle, otherwise an idle attendant is selected. The recall is presented to the attendant with an indication about the serial call and also the calling party number is presented. The attendant has to ask for the next number to be called in order to connect to the calling party.
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2.3.11
Prevention of Loops for Calls via Attendant

In order to save connections for a transmitted call at a centralized attendant and to provide Call Center functionality to the attendant, (that is to have short response time and a large number of answered calls per time interval) the call to the attendant is released in the network and the call to the requested partner is build up within the network. company specific centralised attendants (e.g. MAC)
public network
Exchange C
C local operator (virtual)
Exchange A A
Exchange B CF Exchange D (bank)
D employee (bank)
Subscriber (customer)
Fig. 2.4
Prevention of Loops for Calls via Attendant
In the example (see Fig. 2.4) a call from a subscriber A will be forwarded in the exchange of the bank (CF point) to a centralized attendant C with a MAC (instead of connecting to local attendant B). The centralized attendant determines the required employee of the bank (D) but does not establish a connection. Instead the determined number of D is signaled to the CF point and the connection to the MAC is released. From the CF point a new connection to D is build up. Whenever D is busy or does not reply within a certain time interval the call is cleared and the attendant is recalled signaling the unsuccessful number of D to the connected attendant. The centralized attendant needs special equipment (e.g. MAC console) to activate the feature. Because location of D (e.g. the employee) is not necessarily EWSD, the authorization of D must be ensured by the provider. The exchange in which the forwarding was initiated (CF console) and the node in which the centralized attendant is located must be EWSD exchanges.
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2.3.12
Large Conference
The service Large Conference allows an attendant of a MAC to set up a multi-connection call that means simultaneous communication between up to 26 members. The attendant can use the following Large Conference feature set conveniently: Setting up an Large Conference before the rst call has been established Setting up an Large Conference after the rst call has already been established Adding / disconnecting further Large Conference members in any order Isolating one or more members so they cannot talk to the other members Switching back isolated members to the Large Conference Establishing a separate call with an Large Conference member Parking an Large Conference Terminating an Large Conference by the attendant
2.3.13
GeoCENTREX Subscriber status interrogation on MAC request

The attendant can, on request, have the status of a GeoCENTREX subscriber's terminal displayed. In this way, subscribers with a call request can be given information about the desired GeoCENTREX subscriber access before their call is put through. Call requests can thus be processed more effectively, for example the calling subscriber can be asked whether he or she would like to wait or to be connected to another subscriber in the Geo CENTREX group, if the subscriber originally called is busy or has activated a call forwarding function. The following statuses are displayed on the screen: Access is busy with unknown call Requested number busy internal Free Requested number busy external Access is busy-requested number busy Access is busy-requested number free Do not disturb active Call Forwarding Immediate active Voice Mailbox active Port blocked Inquiry not possible Temporary Failure Invalid Number Status interrogation is only applicable on analog and ISDN individual lines located within the same GeoCENTREX(business) group or the same GeoCENTREX complex as the attendant position.
2.4
Special MAC applications

Special function on the MAC are: Message Detail Recording Trafc Data Handling EWSD database administration ACD Online Trafc / Performance Reports
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2.4.1
Message Detail Recording

The Message detail recording (MDR) feature supplies detailed billing information and thus enables the GeoCENTREX subscriber to monitor and control call charges within the GeoCENTREX group. The call information is collected and stored in the EWSD network node and then forwarded to a multifunctional attendant console intended for this purpose. The MDR service is activated or deactivated for the respective GeoCENTREX group either by the network node personnel or by an authorized attendant for the multifunctional attendant console. For a local GeoCENTREX group, only one multifunctional attendant console is authorized to receive MDR data. One MDR record is generated per call. For long-duration connections, interim tickets are generated. An MDR record can contain the following call information: Record ID (MDR ID) Record length (according to number of digits) Place of record in sequence (the only one, rst, middle, last record) Call status (answered, call attempt) GeoCENTREX group identication (ID) Calling number (GeoCENTREX number) Called number (called digits without carrier access code) Access codes Call duration Recording type (recording with or without call charge units and zone) Call charge units (if applicable) Call charge zone (if applicable) Charges Account codes The call charge units and call charge zone are only available in the MDR record if the call charge registration function is activated in the network. The MDR postprocessing software on the MAC-PC can supply detailed reports about the telephone costs of a GeoCENTREX group. The frequency with which the call data is transmitted to the multifunctional attendant console is defined by one of three MDR procedures which is defined by an MML command. The procedures are as follows: Immediate output The collected MDR data of a recording is transmitted immediately to the multifunctional attendant console so that the call information is available directly for the account - e.g. in a hotel. Bulk output The records collected in the MDR buffers for each GeoCENTREX group are transmitted to the multifunctional attendant console either if the buffer is full (after approx. 60 records) or if the transmission interval was exceeded. The transmission interval can be dened individually for each GeoCENTREX group (10, 20, ... 60 minutes). Output on demand The MDR records are collected for bulk output. However, the current MDR buffer can be queried on demand.
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2.4.2
Traffic Data Handling

This feature enables loading of traffic statistics to the attendant station for the multifunctional attendant console relating to various parameters of the GeoCENTREX group. Traffic data relating to the following is recorded: GeoCENTREX groups GeoCENTREX PBXs Queues Attendant groups (performance report) Attendant status (snapshot report) The GeoCENTREX-specific traffic data is sent to the authorized multifunctional attendant console every 30 minutes by the network node via the respective ISDN D-channel signaling. The traffic data is received in binary form and saved on a hard disk file at the attendant station. The data is post-processed there using a special traffic measurement software package. This software package provides the user with an easy-to-understand and informative traffic report (see also chapter ACD Online Traffic / Performance Reports). For generation of a traffic measurement file by means of post-processing, the following parameters can be specified: GeoCENTREX group Report level (for the GeoCENTREX group, for the attendants only, for PBX only, for feature usage, ...) Report period The traffic report can be displayed on the attendant's screen and/or printed.
2.4.3
EWSD database administration

The database administration feature of the GeoCENTREX group permits administration of data by the local GeoCENTREX group or other GeoCENTREX groups within the same GeoCENTREX complex, with a graphical user interface. The attendant can change specific GeoCENTREX services via a menu system from the local multifunctional attendant console (MAC). The attendant can do the following: Enter a directory number range or a single GeoCENTREX directory number for a GeoCENTREX group in a member table to nd out the type and the public directory number of the extension concerned. The group member table can be displayed from the database administration main menu.
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Process GeoCENTREX group data and features Modify GeoCENTREX group data Dene customer access treatment codes (CATCODE) Dene subscriber controlled input options Create, modify and delete GeoCENTREX feature access code Create, modify and delete GeoCENTREX local intercom dialing plan Process GeoCENTREX subscribers, PBX and MLHG subscriber Dene and cancel GeoCENTREX subscriber, MLHG subscriber and PBX into GeoCENTREX group Modify general subscriber, MLHG and PBX features and feature restrictions Modify GeoCENTREX subscriber, MLHG and PBX features and feature restrictions Dene GeoCENTREX keywords Dene GeoCENTREX screening lists Enter and cancel GeoCENTREX alarm call order Swap the equipment number of two or more GeoCENTREX subscribers within the same node. Administer GeoCENTREX attendant groups Create, modify and delete common service group data Create, modify and delete common service subscribers from GeoCENTREX subscribers Dene, modify and delete ACD data Activate ACD conguration Assign variable call types to directory numbers Assign ACD program time Administration of ACD time program Process queuing data for MLHG and common service groups
Some of above tasks enable the GeoCENTREX attendant to access certain EWSD system resources. In order to avoid misuse of those resources by the attendant, access is only possible if the corresponding resources are limited. The following resources must be limited by reservation of resources for the GeoCEN TREX group: directory numbers number of call pickup groups number of attendant groups number of attendants number of task groups call types number of queues and queue length
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2.5
GeoCENTREX Complex
Within an EWSD network node, this feature permits the shared use of functions for several local GeoCENTREX groups. The following functions may be shared: attendant groups for call processing purposes multifunctional attendant consoles for data handling purposes Message Detail Recording Trafc Data Handling EWSD database administration ACD Online Trafc / Performance Reports The GeoCENTREX groups which provide these services, and those which use these services, are combined in a GeoCENTREX complex. A maximum of 255 of these Geo CENTREX complexes can be installed in an EWSD network node. A GeoCEN TREX group may only be a member of one complex.
2.5.1
Shared attendant groups for call processing functions

GeoCENTREX groups can share the attendant group of another GeoCENTREX group located within the same exchange for call processing functions. A GeoCENTREX group may provide one of its own attendant groups for this purpose.
COMPLEX
GeoCENTREX Group 1 DN=6500 CXDN=500 B 500
GeoCENTREX Group 2 DN=5400 CXDN=400
6500 Attendant group
Shared attendant group C
Fig. 2.5
Sharing of call handling functions
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In Fig. 2.5 the shared attendant group of GeoCENTREX group 2 provides the call processing features for calls to the attendant group of GeoCENTREX group 1. If subscriber A dials the public attendant group number 6500 of GeoCENTREX group 1, this call is routed to the shared attendant group of GeoCENTREX group 2. The same applies if GeoCENTREX subscriber B dials the internal attendant group number 500. The shared attendant group of GeoCENTREX group 2 can also be reached by dialing the public or internal attendant group number: Subscriber C dials the internal attendant group number 400 and is also routed to the shared attendant group. To enable the attendants of a shared attendant group to make internal calls, the internal directory numbers of all served GeoCENTREX groups can also be integrated into the numbering plan of the GeoCENTREX group to which the shared attendant group belongs. If the number to be integrated can be defined in the GeoCENTREX group of the shared attendant, this number can be used. If the number is already assigned, another GeoCENTREX directory number for this subscriber may be defined in the GeoCENTR EX group of the shared attendant.
COMPLEX
GeoCENTREX Group 1 A CXDN=14
GeoCENTREX Group 2
CXDN=11
Shared attendant group D CXDN=10 CXDN=13
CXDN=12 E
Fig. 2.6
Sharing of handling functions: Ambiguous dialing plan
Directory number plan for GeoCENTREX group 2 (valid for shared attendant group; refer to Fig. 2.6):
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CXDN 10 11 12 13 14
Subscriber D B C E A
If a member of the shared attendant group dials the internal number 14, he will be connected with subscriber A of GeoCENTREX group 1. Another GeoCENTREX group within the complex may use a shared attendant group in different cases: Permanent usage A GeoCENTREX group which has no own attendant group at all has the possibility of using the shared attendant group of another GeoCENTREX group within the complex. For this purpose, an external and internal attendant group number may be assigned to this GeoCENTREX group. All calls to these numbers (also intercepted calls) can be routed to the shared attendant group. This kind of usage is also possible for a GeoCENTREX group which has an own attendant group: If this attendant group is taken temporarily out of service, it is possible to route all calls to this attendant group to the shared attendant group of another GeoCEN TREX group within the complex. Usage only in case of activated night service If a GeoCENTREX group has its own attendant group and if the night service function is active in the own group, it is possible to redirect all calls to the own group to the shared attendant group. Usage only in case of link failure If a GeoCENTREX group has its own attendant group and if no attendant station can be reached physically in the own group, it is possible to redirect all calls to the own group to the shared attendant group.
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2.5.2
Shared multifunctional attendant consoles

The shared multifunctional attendant console provides enhanced capabilities for call processing. The original call type, the number of the originally addressed GeoCENTR EX group and the originally dialed number are displayed on the multifunctional attendant console of the free attendant found by the ACD of the shared attendant group. Additionally, the multifunctional attendant console provides the possibilities for sharing functions for Message detail recording: The attendant in the provider group receives the MDR data from all associated user groups. Post-processing can be done for each group individually. Trafc data: The attendant in the provider group receives the trafc data from all associated user groups. Post-processing can be done for each group individually. EWSD data administration of a GeoCENTREX group: The attendant logged in at the shared GeoCENTREX multifunctional attendant console can modify the data of all associated user groups. The subscriber data is addressed via the internal directory number of the GeoCENTREX group to be administered. Interrogate attendant performance reports: The attendant can generate reports comprising data from a certain period of time. These functions can be offered by different multifunctional attendant consoles within the complex.
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3 Subscriber controlled input

Some of the basic attendant features can be administrated and used by subscriber controlled input. For the subscriber procedure, see: Analog subscriber ISDN subscriber Subscriber controlled input functions Signaling method Analog Pulse Activate Deactivate Enter data Delete data Enter data and activate Delete data and deactivate Activate with/without data Feature use Interrogate state Interrogate data Interrogate state with/without data X X X 1) --------X X ----X X X X ----X X X X X DTMF ISDN Keypad X X X X ----X X X X X Funct. X 2) X 2) ----------X 2) -------
1) No pulse dialing for: Call Barring for GeoCENTREX subscribers 2) Functional protocol only for: Attendant Camp On Access code The access code for subscriber controlled input consists of a maximum of 5 characters. It can be formed from the symbols 5 , # and the service code (SC) with the digits 0 ... 9. The operator can specify the character strings for the access code. Differences by pulse dialing The selected digits are not obligatory; other digits can be input (depending on the existing numbering plan). 1111 at the beginning of an input in place of 5 1112 at the beginning of an input in place of # 1113 at the beginning of an input in place of 5 # 5 as a disconnecting signal after the service code is not relevant # after the subscriber controlled input is not relevant
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Acknowledgments after subscriber controlled input The tones, and announcements and display texts are examples and can be administrated by the operator. The display texts can be changed to suit individual projects. The subscriber controlled input can be acknowledged by: Tones ringing tone acceptance tone subscriber busy tone or number unobtainable tone (NU) Announcements subscriber controlled input successful subscriber controlled input unsuccessful feature is already activated feature is not activated feature is not available wrong input Display texts (only in ISDN) wrong input not authorized request rejected successful unsuccessful not available
3.1
Analog
Activate Night Service (NS) Logon Group Make Busy (GMB) Position Make Busy (PMB) Attendant Camp On (ACO) Start PIN optional End Deactivate Night Service (NS) Logon Group Make Busy (GMB) Position Make Busy (PMB) Attendant Camp On (ACO) Start PIN optional End DT ( IND SC PIN) DT ( IND SC PIN)
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Call barring for GeoCENTREX subscriber Start PIN GeoCENTREX DN End IND DT SC PIN CXDN
Enter data Alarm call service, automatic, within the next 24 hours (casual alarm call order) Alarm call including holidays Start PIN GeoCENTREX DN Time End IND DT SC PIN CXDN hhmm
Alarm call service, automatic regular, on a number of consecutive days (daily alarm call order) Alarm call including holidays Start PIN GeoCENTREX DN Time Number of days End IND ( ) DT SC PIN CXDN hhmm nn
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Alarm call excluding holidays (not for pulse dialing) Start PIN GeoCENTREX DN Time Number of days skip holidays End IND ( ) DT SC PIN CXDN hhmm nn
Alarm call service, automatic regular, on certain days of the week (specific alarm call order) Alarm call including holidays Start PIN GeoCENTREX DN Time Number of weeks Weekday End ( ) DT SC PIN CXDN hhmm ww dd
IND Alarm call excluding holidays (not for pulse dialing) DT SC PIN CXDN ( ) hhmm ww dd
Start PIN GeoCENTREX DN Time Number of weeks Weekday skip holidays End
IND
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Delete data Alarm call service, automatic, within the next 24 hours (casual alarm call order) all alarm calls Start PIN GeoCENTREX DN End special alarm call Start PIN GeoCENTREX DN Time End ( ) IND DT SC PIN CXDN hhmm IND DT SC PIN CXDN
Alarm call service, automatic regular, on a number of consecutive days (daily alarm call order) all alarm calls Start PIN GeoCENTREX DN End special alarm call Start PIN GeoCENTREX DN Time End ( ) IND DT SC PIN CXDN hhmm IND DT SC PIN CXDN
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next alarm call (not for pulse dialing) Start PIN GeoCENTREX DN Time ( ) DT SC PIN CXDN hhmm
End
IND
Alarm call service, automatic regular, on certain days of the week (specific alarm call order) all alarm calls Start PIN GeoCENTREX DN End special alarm call Start PIN GeoCENTREX DN Time Weekday End IND next alarm call (not for pulse dialing) DT SC PIN CXDN ( ) hhmm ( ) DT SC PIN CXDN hhmm dd IND DT SC PIN CXDN
Start PIN GeoCENTREX DN Time
End
IND
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Activate with/without data Call barring for GeoCENTREX subscriber Start with data PIN GeoCENTREX DN TRCL End without data PIN GeoCENTREX DN End Feature use Attendant Barge In (ABI) with warning tone without warning tone Start GeoCENTREX DN End IND DT SC CXDN IND PIN CXDN IND PIN CXDN TRCL DT SC
Attendant Emergency Override (AEO) direct call Start GeoCENTREX DN Connection DT DT SC CXDN RT BATN - B
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with call transfer Connection Start GeoCENTREX DN Connection Call Transfer Connection DT A - BATN DT SC CXDN RT BATN - B DT A-B 4
Interrogate state Night Service (NS) Logon Group Make Busy (GMB) Position Make Busy (PMB) Attendant Camp On (ACO) Start End Interrogate data Alarm call service, automatic, within the next 24 hours (casual alarm call order) all alarm calls are presented Start Interrogate data PIN GeoCENTREX DN End special alarm call Start Check data PIN GeoCENTREX DN Time End ( ) IND PIN CXDN hhmm DT SC IND PIN CXDN DT SC DT IND SC
Alarm call service, automatic regular, on a number of consecutive days (daily alarm call order)
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all alarm calls are presented Start Interrogate data PIN GeoCENTREX DN End IND PIN CXDN DT SC
special alarm call Start Check data PIN GeoCENTREX DN Time End ( ) IND PIN CXDN hhmm DT SC
Alarm call service, automatic regular, on certain days of the week (specific alarm call order) all alarm calls are presented Start Interrogate data PIN GeoCENTREX DN End special alarm call Start Check data PIN GeoCENTREX DN Time Weekday End IND ( ) PIN CXDN hhmm dd DT SC IND PIN CXDN DT SC
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Interrogate state with/without data Call barring for GeoCENTREX subscriber Start with data PIN GeoCENTREX DN TRCL End without data PIN GeoCENTREX DN End IND PIN CXDN IND PIN CXDN TRCL DT SC
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3.2
ISDN
For inputs, see subscriber procedure Analog. Notes for function protocol The controlling of the feature can be executed also by a menu in the display and appropriate dialog keys (terminal-dependently). Example: Terminal-dependently dialog keys Activate Function protocol with function key Attendant Camp On FK ACO Deactivate Function protocol with function key Attendant Camp On FK ACO FK FK < >
Feature use Function protocol with function key Attendant Camp On with Explizite Call Transfer (ECT) Connection FK CT Connection MAC attendant Operation of the Multifunctional attendant console (MAC) features and Special MAC applications on the PC, using the MAC, is described in the online help. A-B FK IND A-C DN-C
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3.3
Additional possibilities for feature control

For following basic attendant features additional feature control possibilities can be used: Night Service (NS) Logon Group Make Busy (GMB) Position Make Busy (PMB) Attendant Camp On (ACO) Feature Automatic Feature Subscription (AFS) Remote Subscriber Controlled Input (RSCI) Feature Control Offline (FCOFF) Subscriber Controlled Input via Internet (ISCI) General Facility Reset (GFR) --X X ----Use
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3.4
Legend
Introduces activation from terminal or introduces input from terminal or used as separator introduces deactivation from terminal or introduces cancellation from terminal or used at end of feature input introduces interrogate state from terminal Enter ... Lift handset Replace handset Hook flash 4 () A-B A - BATN A-C BATN - B CXDN dd DN-C DT FK hh IND mm nn PIN RT SC TRCL TT ww Press digit key Optional input Connection between calling subscriber (A) and called subscriber (B) Connection between calling subscriber (A) and called basic attendant (BATN) Connection between calling subscriber (A) and subscriber (C) to whom the call is forwarded Connection between basic attendant (BATN) and called subscriber (B) GeoCENTREX directory number Weekday Directory number of called subscriber (C) Dial tone Function key Hour Indication (tone, announcement, display texts) Minutes Number of days Personal identification number (4 to 12 digits) Ringing tone Service code Traffic restriction class Timer in seconds Number of weeks
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4 Call charge registration

Call charge registration is possible with: Automatic Message Accounting with Individual Call Charge Registration Pulse Metering Message Detail Recording (MDR) for GeoCENTREX Flat rate Automatic Message Accounting with Individual Call Charge Registration (AMA) and Pulse Metering can be combined. One or more call charge pulses can be generated for Pulse Metering. Charges for feature input and feature usage The charges for operator inputs, successful subscriber controlled input and feature usage are assigned to the subscriber. The following call charge registration is possible: Facility input by operator (FAIO) Facility input by subscriber (FAIS) Facility usage (FAU) Action Activate Deactivate Enter data Delete data Assign authorization Remove authorization Assign authorization to modify Remove authorization to modify Request state, data Use FAIO X X ----------------FAIS X X ------------X --FAU ------------------X
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Call charges for connections Call charges for connections are assigned as follows: Night Service Billing for the A-subscriber remains unchanged in the case of Night Service. If the Night Service station has Call Forwarding active, the call leg will be billed as in the case of standard Call Forwarding. Attendant Camp On There is no special billing for Attendant Camp On. For use of the Call Transfer feature normal Call Transfer billing is performed. A-side billing remains unchanged for the recall and A is still billed for the original A - Attendant connection. Dial Through Attendant An MDR ticket is created for the second call leg after the call has been forwarded by the attendant. The MDR ag is determined by the CP, which replaces the access code 'DTA' by the public network access code. On call release an MDR ticket is created with 'DTA' access code and public B-number. During the call A to attendant standard billing is performed. After the attendant has forwarded the call, the calling subscriber (A-party) is charged for the call. Hotel application In the AMA ticket both numbers are stored: subscriber access (e. g. hotel guest) attendant access (e. g. reception)
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5 Administration
The operator can perform all administration functions on the NetManager by means of user-friendly applications or MML commands. Feature authorization The network operator assigns authorization for the features when requested by the subscriber. The GeoCENTREX attendant features are assigned to the GeoCENTREX common service groups (attendant group) and GeoCENTREX common service subscribers (attendant stations) GeoCENTREX common service subscribers (supervisors) The subscriber access lines are assigned to an attendant group and are created as an attendant station. Subscriber access types The feature can be used with the following types of subscriber access: Type Subscriber Analog Main station Basic access PBX PBX with BA and/or PA PBX line PBX line with Direct Dialing In (DDI) PBX line, connected like a subscriber Coinbox Emergency call station MLHG line Basic attendant console MAC attendant console ------------------------ISDN ------------------------GeoCENTREX Analog X ------------------X --ISDN --X ----------------X X
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System administration The following feature data can be administrated in the network node: recording by means of trafc measurement For more information, please refer to OMN:EXCH-SY. GeoCENTREX administration For more information, please refer to OMN:EXCH-CTX: Alarm Call Service (ATNCACO, ATNDACO, ATNSACO), Procedure ACSSCI Attendant Barge In, Procedure ATNBISCI Attendant Camp On (ATNCO), Procedure ATNCOSCI Attendant Emergency Override, Procedure ATNEOSCI Attendant group, Procedure CSGRP Attendant groups within a GeoCENTREX complex, see TL Attendant Supervisor Group, Procedure SUPGRP Automatic Call Distribution System, see TL Create Call Barring for GeoCENTREX subscriber (ATNTR), Procedure ATNTRSCI Create Basic Attendant, Procedure BATN Create MAC Attendant, Procedure MAC Dial Through Attendant, Procedure DTACPT Group Make Busy (ATNGMB), Procedure ATGMBSCI Logon (ATNLOG), Procedure ATLOGSCI Manual Call Acceptance for Attendants, Procedure MANUACC Night Service (ATNNS), Procedure ATNNSSCI No Attendant Barge In, Procedure NOATNBI Position Make Busy (ATNPMB), Procedure ATPMBSCI Prevention of Loops for Calls via Attendant, Procedure REROUATN Queues, see TL
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6 Requirements
Hardware To use the MAC functionality a PC is required. Signaling Signaling between the network nodes Multi-frequency code (MFC) Signaling system no. 7 (SS7) ISDN user part (ISUP) Telephony user part (TUP) Subscriber signaling Analog Dual-tone multi-frequency (DTMF) Pulse dialing ISDN Digital subscriber signaling system no.1 (DSS1) Subscriber interfaces The following interfaces for subscriber access can be used: DLU V5.1 interface V5.2 interface
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A30828-X1150-C400-2-7629

Information: Geocentrex Attendant Group Features

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Information

GeoCENTREX Attendant Group Features

Attendant Group Features

Copyright (C) Siemens AG 2000-2000

Attendant Group Features

Reason for Update

Layout adaptation supplementary MAC feature

Attendant Group Features

Attendant Group Features

This document consists of a total of 54 pages. All pages are issue 2.

Attendant Group Features

Attendant Group Features

Attendant Group Features

Attendant Group Features

Attendant Group Features

Automatic call distribution

Attendant Group Features

Attendant Group Features

Queue Attendant 2 Call type B

Attendant Group Features

Attendant Group Features

Call presentation to ACD

Attendant Group Features

queue overflow announcement announcet within queues no queueing

call presented to ACD

announcement for non-served task group

announcement for non-served task group

announcement for non-served call type

announcement for shared attendant stations

ACD and queueing announcements

Attendant Group Features

Attendant Group Features

ACD Online Traffic / Performance Reports

Attendant Group Features

Attendant Group Features

Group Make Busy

Attendant Group Features

Link Failure Call Diversion

Attendant Group Supervisor

Attendant Group Features

Common Attendant Features

Logon / Logoff for basic attendant

Attendant Emergency Override

Attendant Group Features

Subscriber targeted by barge in

Attendant stations Multifunctional attendant

Call into which the attendant barges in

Attendant Group Features

Position Make Busy

Rerouting with manual acceptance mode

Attendant Group Features

Post call time

Multifunctional attendant console (MAC) features

Logon / Logoff for Multifunctional Attendant Console

Attendant Group Features

Dial Through Attendant

Redial last number

Call type identification

Attendant Group Features

Call Park for Attendants

Call presentation and acceptance

Attendant Group Features

Indication of number of calls in queue