Nortel QSY22 Manuale utente

Message Center Description and operation

Meridian 1

Message Center

Description and operation

Document Number: 553-2691-100

Document Release: Standard 8.00

Date: August 1996

Year Publish FCCTM

Printed in the United States of America

Information is subject to change without notice. Northern Telecom reserves the right to make changes in design

or components as progress in engineering and manufacturing may warrant.This equipment has been tested

and found to comply with the limits for a Class A digital device pursuant to Part 15 of the FCC rules, and the

radio interference regulations of Industry Canada.These limits are designed to provide reasonable protection

against harmful interference when the equipment is operated in a commercial environment.This equipment

generates, uses and can radiate radio frequency energy, and if not installed and used in accordance with the

instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a

residential area is likely to cause harmful interference in which case the user will be required to correct the

interference at their own expense.

SL-1 and Meridian 1 are trademarks of Northern Telecom.

Page iii of viii

Message Center Description and operation

Revision history

August 1996 Standard, Release 8.00. Reissued for X11 Release 22.0x.

December 1994 Standard, Release 7.00. Reissued to include editorial changes and indexing.

Due to the extent of the changes, revision bars are not used.

August 1993 Standard, release 6.00. Reissued to include changes for X11 Release 19.

December 1992 Standard, release 5.00. Reissued to include changes for X11 Release 18.

December 1991 Standard, release 4.00. This document is reissued to include technical content

updates. Due to the extent of changes, revision bars are not used.

December 1990 Standard, release 3.00. Reissued to include updates for X11 Release 16.

June 1990 Standard, release 2.00. Reissued for additional X11 Release 15 changes.

December 1989 Standard, release 1.00. Reissued for compliance with Northern Telecom

Standard 164.0 and to include updates for X11 Release 15.

Page v of viii

Message Center Description and operation

Contents

Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Reference documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Incoming calls to the Message Center . . . . . . . . . . . . . . . . . . . . . . . . . 2

Direct message calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Indirect message calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Automatic Call Distribution (ACD) Message Center . . . . . . . . . . . 3

Telephone Message Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Attendant Message Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Message retrieval calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Placing a message retrieval call . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Answering a message retrieval call . . . . . . . . . . . . . . . . . . . . . . . . . 10

Direct Message Waiting lamp control . . . . . . . . . . . . . . . . . . . . . . . . . 11

Query and/or activate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Query and/or deactivate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Network Message Service (NMS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Feature requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Message Waiting Indication (MWI) Interworking . . . . . . . . . . . . . . . . 14

Feature requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Equipment requirements . . . . . . . . . . . . . . . . . . . . 17

User telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

SL-1 telephones with Message Waiting key/lamp pair . . . . . . . . . . 17

500 telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

2500 telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Page vi of viii Contents

553-2691-100 Standard 8.00 August 1996

Standard 500/2500 and SL-1 telephones . . . . . . . . . . . . . . . . . . . . 18

Message Waiting lamp requirements . . . . . . . . . . . . . . . . . . . . . . . 18

Message Center telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

SL-1 telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Attendant Consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Network Message Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

MWI Interworking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

System requirements . . . . . . . . . . . . . . . . . . . . . . . 23

QSY22 Power Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Mounting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

QSY19 Power Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

QBL16 Power Distribution Unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Mounting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

PE cabinets and shelves . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Line circuit cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Power supply installation . . . . . . . . . . . . . . . . . . . 35

QSY22 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

QBL16 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Feature interaction . . . . . . . . . . . . . . . . . . . . . . . . . 39

Message Center packaging . . . . . . . . . . . . . . . . . . 43

Page vii of viii

Message Center Description and operation

viii

List of figures

Figure 1

QSY22 Power Supply connections . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Figure 2

QSY22 Power Supply circuit diagram . . . . . . . . . . . . . . . . . . . . . . . . . 26

Figure 3

QSY19 Power Supply connections

(This unit is no longer available) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Figure 4

QSY19 Power Supply circuit diagram . . . . . . . . . . . . . . . . . . . . . . . . . 29

Figure 5

QBL16 Power Distribution Unit connections . . . . . . . . . . . . . . . . . . . 30

Figure 6

QBL16 Power Distribution Unit circuit diagram . . . . . . . . . . . . . . . . . 31

Page 1 of 48

Message Center Description and operation

Description

The Message Center allows an incoming trunk or internal call to be

automatically routed to a Message Center if it is not answered at the original

destination. The main functions of the Message Center are as follows:

— receive and take messages for calls forwarded to the Message Center

— convey messages to called telephones or consoles on request

— activate and deactivate Message Waiting Indication at users’ telephones

Automatic and manual diagnostics are provided to clear all active Message

Waiting Indications when required. Three types of Message Center

operations are offered:

— Automatic Call Distribution (ACD)

— SL-1 and Meridian digital telephone

— attendant

Depending on the packages equipped, you can have any Message Center

option or combination of Message Center.

Reference documentation

Please refer to the following Northern Telecom Publication for more

information:

— X11 Software input/output guide

Descrip.bdy Page 1 Thursday, December 19, 1996 2:52 PM

Page 2 of 48

Description

553-2691-100 Standard 8.00 August 1996

Incoming calls to the Message Center

Calls coming into a Message Center can be direct or indirect.

Direct message calls

The Message Center can be accessed by a direct message call, which can take

any of the following forms:

— An attendant extends a call to the message center.

— A 500/2500 telephone dials the Message Center DN.

— An SL-1 or Meridian digital telephone accesses the Message Center.

Indirect message calls

A call can be routed to the Message Center if it is not answered at the original

terminating telephone. This indirect call can take any of the following forms:

— A non-direct inward dial call encounters a no-answer condition so that

Call Forward No Answer (CFNA) is invoked, routing it to the Message

Center.

— A direct inward dial (DID) call encounters CFNA or Call Forward Busy

(CFB) and is routed to the Message Center.

— The Message Center Directory Number (DN) can be specified as a Hunt

or Call Forward DN for any telephone.

Operation

A Message Center can be organized in one of three ways:

— Automatic Call Distribution (ACD)

— SL-1 and Meridian digital telephone

— attendant

Descrip.bdy Page 2 Thursday, December 19, 1996 2:52 PM

Description

Page 3 of 48

Message Center Description and operation

Automatic Call Distribution (ACD) Message Center

A special aspect of ACD is defined for optional use with Message Center.

Each telephone assigned to the ACD-type Message Center is equipped with

an ACD in-calls key/lamp pair. One Message Indication and one Message

Cancellation key/lamp pair must also be equipped if Message Waiting

Indication and control are required. Calls redirected to the Message Center

are queued in order of arrival and distributed to answering positions in the

same way ACD calls are distributed.

If all assigned positions are in the Make Busy mode, redirected calls and

message retrieval calls are forwarded to the night number specified for the

Message Center ACD DN. This DN can be the attendant, another Message

Center, or an outside number. Up to 240 Message Center ACD DNs can be

assigned per customer.

ACD Agent Position Increase, X11 Release 12 and later software

This

software increases the number of ACD agent positions to 1200 for SL-1 NT

and XT machines.

X11 Release 15 and greater supports up to 1200 positions on the system

options 51, 61, and 71.

Before X11 Release 12, up to 240 agent positions are supported on the SL-1

VLE, XL, XN, and XT machines.

Before X11 Release 12, the SL-1 N, NT, and LE machines support 120 agent

positions.

As many as 70 agent positions are supported on the SL-1 M, S, MS, and ST

machines, and the system option 21.

If the appropriate ACD packages are equipped, an ACD Message Center can

support a full complement of ACD features. See Automatic Call Distribution

basic features description.

When an indirect message call is presented to a Message Center operator’s

telephone, the MSG IN-CALLS key flashes, and both the calling DN and

called DN are displayed. If the call originated from a trunk, the route and

member number of the trunk display instead of the calling DN.

Descrip.bdy Page 3 Thursday, December 19, 1996 2:52 PM

Page 4 of 48

Description

553-2691-100 Standard 8.00 August 1996

To answer the call, press the MSG IN-CALLS key. You can now take a

message or release as required.

If the caller wants to leave a message, take down the required information,

then pass it on to the called party. Press the MSG INDIC key to notify the

called party that they have a message waiting.

Press the RLS key to release the call. You rejoin the ACD queue when the

Message Center call is released.

When a Message Center call comes in and the called DN displays, the MSG

INDIC lamp at the operator’s telephone reflects the status of the called

telephone’s Message Waiting lamp as follows. If Audible Message Waiting

(AMW) is equipped in place of the lamp, interrupted dial tone indicates the

called party’s status.

— Steadily lit: If the operator’s MSG INDIC lamp is steadily lit, the

Message Waiting Indication at the called telephone is inactive.

— Fast flashing (60 ipm): If the operator’s MSG INDIC lamp is fast

flashing, then the Message Waiting Indication at the called telephone is

active.

— Slow flashing (30 ipm): If the operator’s MSG INDIC lamp is slow

flashing, the Message Waiting lamp at the called telephone is disabled or

not equipped. This state does not occur if the Message Waiting

Indication is by interrupted dial tone.

Telephone Message Center

The telephone’s Message Center has one or more display telephones sharing

a DN designated as the Message Center DN. An incoming call to the Message

Center is presented to all Message Center telephones at once. The first

operator to press the flashing MC DN key is connected to the call. If all

operators are busy, incoming message calls get the treatment as specified.

When you press the flashing MC DN key, you are immediately connected to

the caller. The display shows the originating DN (or trunk route and member

number) and terminating DN. If CPND is equipped, the names are displayed.

Descrip.bdy Page 4 Thursday, December 19, 1996 2:52 PM

Description

Page 5 of 48

Message Center Description and operation

When a Message Center call comes in and the called DN displays, the MSG

INDIC lamp at the operator’s telephone reflects the status of the called

telephone’s Message Waiting lamp as follows. If Audible Message Waiting

(AMW) is equipped in place of the lamp, interrupted dial tone indicates the

called party’s status.

— Steadily lit: If the operator’s MSG INDIC lamp is steadily lit, the

Message Waiting indication at the called telephone is inactive.

— Fast flashing (60 ipm): If the operator’s MSG INDIC lamp is fast

flashing, then the Message Waiting Indication at the called telephone is

active.

— Slow flashing (30 ipm): If the operator’s MSG INDIC lamp is slow

flashing, the Message Waiting lamp at the called telephone is disabled or

not equipped. This state does not occur if the Message Waiting

Indication is by interrupted dial tone.

When an indirect message call is presented to a Message Center operator’s

telephone, the MSG IN-CALLS key flashes, and both the calling DN and

called DN are displayed. If the call originated from a trunk, the route and

member number of the trunk display instead of the calling DN.

To answer the call, press the MSG IN-CALLS key. You can now take a

message or release as required.

If the caller wants to leave a message, take down the required information and

pass it on to the called party. Press the MSG INDIC key to notify the called

party that they have a message waiting.

Press the RLS key to release the call. You return to normal telephone

operations until the next Message Center call appears.

All telephones have Message Waiting capability, and any SL-1 or Meridian

digital telephone (except the M3000) can function as a Message Center. The

DN used for message taking should be the prime DN if the Message Waiting

lamp Indication and Cancellation are desired. Calls are redirected to the

telephone-type Message Center using message forwarding. Since this is a

normal DN, calls are not queued.

Descrip.bdy Page 5 Thursday, December 19, 1996 2:52 PM

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