Lucent Technologies DEFINITY ProLogix Solutions Guía de instalación

555-235-100

June 1999

Issue 2

DEFINITY® ProLogix™ Solutions

Release 2.0

Overview

For trademark, regulatory compliance, and related legal information, see the

DEFINITY ProLogix Solutions Release 2 Overview

555-235-100 Issue 2 June 1999 iii

Printed in U.S.A.

Notice Every effort was made to ensure that the information in this book was

complete and accurate at the time of printing. However, information is

subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications system by an

unauthorized party, for example, persons other than your company’s

employees, agents, subcontractors, or persons working on your company’s

behalf. Note that there may be a risk of toll fraud associated with your

telecommunications system and, if toll fraud occurs, it can result in

substantial additional charges for your telecommunications services.

You and your system manager are responsible for the security of your

system, such as programming and configuring your equipment to prevent

unauthorized use. The system manager is also responsible for reading all

installation, instruction, and system administration documents provided with

this product in order to fully understand the features that can introduce risk of

DEFINITY ProLogix Solutions Release 2 Overview

555-235-100 Issue 2 June 1999 iv

toll fraud and the steps that can be taken to reduce that risk. Lucent

Technologies does not warrant that this product is immune from or will

prevent unauthorized use of common-carrier telecommunication services or

facilities accessed through or connected to it. Lucent Technologies will not

be responsible for any charges that result from such unauthorized use.

Lucent Technologies Fraud Intervention

If you

suspect that you are being victimized

by toll fraud and you need

technical support or assistance, call Technical Service Center Toll Fraud

Intervention Hotline at 1 800 643-2353.

Trademarks AUDIX, CALLMASTER, CentreVu, CONVERSANT, DEFINITY, Magic On

Hold, and PassageWay are registered trademarks and INTUITY, ProLogix,

and TransTalk are trademarks of Lucent Technologies, Inc.

Microsoft and Windows are registered trademarks and Windows NT is a

trademark of Microsoft Corporation.

Macintosh is a registered trademark of Apple Computer, Inc.

Pentium is trademark of Intel Corporation.

UNIX is a registered trademark of X/Open Company, Ltd.

pcANYWHERE is a trademark of SYMANTEC.

FastCall is a registered trademark of Aurora Systems, Inc.

DEFINITY ProLogix Solutions Release 2 Overview

555-235-100 Issue 2 June 1999 v

Commence is a trademark of Commence Corporation.

Octel is a registered trademark of Octel Communications Corporation.

PagePac Plus is a registered trademark of Harris Corporation.

PhoneLine is a registered trademark of CCOM Information Systems.

Bay Networks is a registered trademark of Bay Networks.

Paradyne is a trademark of Paradyne Corporation.

Ascend and Pipeline are registered trademarks of Ascend Communications,

Inc.

Hypercom is a registered trademark of Hypercom.

Ordering Information Call: Lucent Technologies BCS Publications Center

Voice 1 800 457-1235International Voice 317 322-6791

Fax 1 800 457-1764International Fax 317 322-6699

Write: Lucent Technologies BCS Publications Center

2855 North Franklin Road

Indianapolis, IN 46219-1385

Order: Document No. 555-235-100

Comcode 108432139

Issue 2, June 1999

For additional documents, refer to the section in “About This Document”

entitled “How to Order Documentation.”

DEFINITY ProLogix Solutions Release 2 Overview

555-235-100 Issue 2 June 1999 vi

You can be placed on a standing order list for this and other documents you

may need. Standing order will enable you to automatically receive updated

versions of individual documents or document sets, billed to account

information that you provide. For more information on standing orders, or to

be put on a list to receive future issues of this document, contact the Lucent

Technologies Publications Center.

Warranty The CD software and documentation are not warranted and are

provided by Lucent Technologies as is.

Disclaimer Intellectual property related to this product and registered to AT&T

Corporation has been transferred to Lucent Technologies Incorporated.

Any references within this text to American Telephone and Telegraph

Corporation or AT&T should be interpreted as references to Lucent

Technologies Incorporated. The exception is cross references to books

published prior to December 31, 1996, which retain their original AT&T titles.

Heritage Lucent Technologies - formed as a result of AT&T’s planned restructuring -

designs, builds, and delivers a wide range of public and private networks,

communications systems and software, consumer and business telephone

systems, and microelectronics components. The world-renowned Bell

Laboratories is the research and development arm for the company.

Contents

DEFINITY ProLogix Solutions Release 2 Overview

555-235-100 Issue 2 June 1999 vii

About This Document xv

Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv

Intended Audiences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv

How to Use This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xvi

Conventions Used in This Document . . . . . . . . . . . . . . . . . . . . . . . xviii

Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xviii

How to Order Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . .xix

How to Comment on This Document . . . . . . . . . . . . . . . . . . . . . . . . xx

1Introduction 1-1

DEFINITY ProLogix Solutions Overview. . . . . . . . . . . . . . . . . . . . . . 1-1

Supported Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

Application Starter Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Differences between

DEFINITY ProLogix Solutions and DEFINITY ECS . . . . . . . . . . . . . . . 1-6

Hardware. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

DEFINITY ProLogix Solutions Release 2 Overview

555-235-100 Issue 2 June 1999 viii

Cabinets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-8

Compact Modular Cabinets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-9

Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11

Reliability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-12

2 Desktop/Console Solutions 2-1

Telephones for the Global Marketplace . . . . . . . . . . . . . . . . . . . . . . 2-1

Digital DCP Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-3

ISDN BRI Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-16

Analog (Single-Line) Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-18

Attendant Consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-24

DEFINITY Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-24

DEFINITY PC Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-25

3Adjuncts 3-1

Power Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

On Hold and Delayed Announcement Systems . . . . . . . . . . . . . . . . . . 3-3

Headsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4

Audio and Visual Paging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5

Alerts and Sensors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5

External Speakerphones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6

Security Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6

Call Accounting Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9

DEFINITY ProLogix Solutions Release 2 Overview

555-235-100 Issue 2 June 1999 ix

4 Messaging/Voice Response Solutions 4-1

Messaging Systems and

Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

Messaging Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3

INTUITY AUDIX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3

DEFINITY AUDIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-8

Centralized Messaging vs. Networked Messaging . . . . . . . . . . . . . . . . 4-8

INTUITY AUDIX Messaging Solutions. . . . . . . . . . . . . . . . . . . . . . . 4-9

INTUITY AUDIX Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-9

INTUITY Message Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-13

DEFINITY AUDIX Voice Messaging System. . . . . . . . . . . . . . . . . . . .4-15

DEFINITY AUDIX Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-17

INTUITY CONVERSANT . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-20

Octel 100. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-22

Octel 100 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-22

5 Call Center Solutions 5-1

CentreVu Call Management System (CMS) . . . . . . . . . . . . . . . . . . . . 5-3

CentreVu Supervisor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4

CentreVu Explorer II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6

Automatic Call Distribution (ACD) . . . . . . . . . . . . . . . . . . . . . . . . . 5-9

Basic Call Management System. . . . . . . . . . . . . . . . . . . . . . . . . .5-13

DEFINITY ProLogix Solutions Release 2 Overview

555-235-100 Issue 2 June 1999 x

Basic Call Management System Vu . . . . . . . . . . . . . . . . . . . . . . . .5-15

Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-16

Call Center Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-17

Call Center Deluxe. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-18

Call Center Elite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-19

CentreVu Virtual Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-20

CentreVu Advocate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-22

CentreVu Compact Call Center Drop-In Solutions. . . . . . . . . . . . . . . . .5-25

6 Wireless Solutions 6-1

Medium Range Mobility Solution. . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Long Range Mobility Solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

DEFINITY Wireless Business System R2 - PWT . . . . . . . . . . . . . . . . . . . . . . . .6-6

DEFINITY Wireless Business System - DECT Adjunct. . . . . . . . . . . . . . . . . . . .6-7

Starter Application Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9

7 Computer Telephony Integration Solutions 7-1

Server-Based Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2

Third-Party Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-3

PassageWay Direct Connection Solutions. . . . . . . . . . . . . . . . . . . . . 7-6

PassageWay Telephony Manager R2.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-7

PassageWay Service Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-9

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