PART 6 - Central Office Services Original Sheet 1 SECTION 3 - Automatic Call Distribution (ACD) Services ESS-ACD SERVICE

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1 PART 6 - Central Office Services Original Sheet 1 ESS-ACD SERVICE A. General 1. ESS-ACD Service provides a completely automatic call distribution system utilizing the stored program control of a No. 1 ESS Central Office to concentrate, queue and distribute large volumes of incoming calls to agents on the customer's premises. The service will be provided independently of whatever other service a customer may subscribe to. It provides a method of holding incoming calls in order of arrival ("queuing") and evenly distributing those calls on a first-in, first-out basis to available lines in a multi-line hunt (MLH) group. 2. ESS-ACD Service is offered only where the customer's location can be served by No. 1 ESS Central Office switching equipment and is subject to the availability of the Central Office equipment with the appropriate Generic Program to provide the service. When the No. 1 ESS switching equipment is not located in the customer's serving Central Office, the provision of service is dependent also on the facilities required to extend the service to the customer's premises and on the equipment operating limits. 3. The Central Office Portion of the service is located in a Company Central Office; the Customer Premises Portion of the service is located on the customer's premises. 4. The customer is responsible for all the expense of operating the Customer Premises equipment. 5. Standard Central Office power equipment and ringing current are furnished without additional charges. When required on the customer's premises, suitable commercial power must be furnished by the customer. 6. Suspension of Service, either partial or complete, is not offered on this system. 7. One directory listing is provided for each ESS-ACD Service without additional charge intercom. 8. Direct Inward Dialing (DID) to agent or supervisor position is not offered on this system. Material originally appeared in INFORMATION LINK No. 2, Original Sheet 62

2 PART 6 - Central Office Services Original Sheet 2 B. Service Features 1. Type A Service Type A Service is equipped with one split per system. Central office lines associated with queueing may terminate in keyless or multline key type instruments for agent or supervisor use. The maximum number of calls that will be queued is equal to the number of queue slots, fixed in Generic 6 offices, at one per two lines in the group. "Queue size" and "queue length" must be set equal so that first-in, first-out call distribution is assured. When these slots are all busy holding calls, additional incoming calls will be returned a busy tone. This service is available only in No. 1 ESS central offices with the Generic 6 program or higher. Basic Features Call Transfer, Consultation Hold and Add-on Conference Dial Intercommunication (four digit) between agent and supervisor positions Direct Outward Dialing (when required by the customer) Uniform Call Distribution with Queueing Optional Features Calls Waiting Indication Customer Traffic Record Feature Delay Announcements Facility Assurance Reports Make Busy Arrangements Night Transfer Service Priority Queueing* * Available only in No. 1 ESS central offices with Generic 8 program. Material originally appeared in INFORMATION LINK No. 2, Original Sheet 63

3 PART 6 - Central Office Services Original Sheet 3 C. Description Of Features Add-On Conference and Consultation Hold - allows an agent to establish a three-party conversation. The agent also has the option of keeping one of the two parties on hold whi1e having a private conversation with the other. Call Transfer - allows incoming calls to an Agent position to be transferred to another position, or outside of the ESS-ACD System, e.g. another ACD System, a PBX System including Centrex System, or an instrument. Calls Waiting Indication - is a visual indication of the length of time a call in sequence is experiencing. Up to three timing indications are available per split. The timing thresholds are as specifted by the customer in increments of six seconds from 6 to 42 seconds. Customer Traffic Record Feature - Collects and reports traffic data related to a customer's ACD system. Collected traffic data is transmitted to the customer's premises over a private 1ine facility. The received data is provided via a teletypewriter, or where faci1ities permit, via a data terminal. Delay Announcements Standard Recorded Announcement Frame Fixed - a single delay announcement to incoming calls which indicates there will be a delay before answer. The announcement is fixed at 11 seconds in length. The content is customer specifiable and changeable via service order. Faci1ity Assurance Report A Facility Assurance Report consisting of a Non-Usage Trunk Scan (NUTS) and Locked-Up Trunk Scan (LUTS) is a Customer Traffic Record Feature option. The NUTS data consists of a 1ist of all customer faci1ities (excluding WATS) not busy on incoming or outgoing calls during the preceding 2 hours. LUTS provides a 1ist of all facilities locked up (offhook) during the preceding 2 hours. The customer has the option of selecting a printout which lists faci1ities that were not busy on an incoming call or a printout which lists faci1ities that were not busy on any call. The NUTS and LUTS data is transmitted to the customer via the teletypewriter or data terminal every 2 hours starting 15 minutes after even hours. The interval and starting times are not changeable. Material originally appeared in INFORMATION LINK No. 2, Original Sheet 64

4 PART 6 - Central Office Services Original Sheet 4 C. Description Of Features (Cont'd) Intercom Calls with PBX Systems or another ESS-ACD System - intercommunicating lines between an ESS-ACD System and a PBX System including Centrex and another ESS-ACD System are furnished as tie lines. Make Busy Arrangements Station Make Busy - permits individual agent stations to busy out and become unavailable for incoming calls. Group Make Busy - permits the entire queue to be busied out. Incoming calls will receive a busy tone. Night Transfer Service - provides the capability to transfer calls from a split to another specified answering location, e.g. to another split, another ACD system, or an instrument. The customer can activate or deactivate the night transfer service option by means of a premises located key for each split which is equipped with the option. When no directory number is provided as a night transfer point the entire split will be made busy to incoming calls upon activation of the night transfer key associated with that split. Queueing - is the arrangement whereby incoming calls are held awaiting the availability of an answering position and are unloaded from the queue on a first-in, first-out basis. A queue slot is required for each call to be held in queue. Split - is a customer designated grouping of answering positions that perform a particular function. Each split has its own directory number trunk group. Uniform Call Distribution - provides an even distribution of incoming calls to available answering positions. Material originally appeared in INFORMATION LINK No. 2, Original Sheet 65

5 PART 6 - Central Office Services 2nd Revised Sheet 5 ESS-ACD SERVICE (cont d) D. Provision Of Lines 1. Local Central Office Trunks are required and charged for as specified in Tariff M.P.S.C. No. 20R, Part 4, Section 2. The customer is required to contract for adequate Central Office trunks to permit the use of the service without injurious effect upon the general telephone service as specified in Tariff M.P.S.C. No. 20R, Part 2, Section Lines a. Incoming Lines to Queue (1) Central Office Trunks - apply charges as specified in Tariff M.P.S.C. No. 20R, Part 4, Section 2. (2) Tie Lines - apply charges for dialing type Tie Lines in addition to Channel charges. (3) CCSA access lines and InWATS lines - apply charges as specified elsewhere in this Guidebook and other tariffs. (C) (4) Station Lines (of PBX Systems including Centrex Systems) - the lines are arranged and charged for as dialing type Tie Lines as specified for the type of system elsewhere in the tariff. ATT TN MU Effective: March 19, 2010

6 PART 6 - Central Office Services 1st Revised Sheet 5.1 ESS-ACD SERVICE (cont d) D. Provision Of Lines (cont d) 2. Lines (cont d) b. Incoming Lines from the ESS-ACD to Agent and Supervisor Positions (1) When the customer s location is in the area served by the serving wire center in which the ESS-ACD switcher is located: (a) Primary location - the customer s premises in one building or different buildings on the same continuous property: i. Where the number of Agent and Supervisor positions are equal to or less than the number of Incoming Lines to Queue, no channel charge applies. ii. Where the number of Agent and Supervisor positions exceed the number of Incoming Lines to Queue, apply Direct Analog Service rates and charges for each position in excess of the number of lines as provided via unregulated Dedicated Communications Service for end users and from Part 21, Special Access, for Telecommunications Providers. (b) Secondary locations - the customer s premises other than the primary location: for the Channel from the serving wire center in which the ESS-ACD switching equipment is located to each Agent and Supervisor position at a secondary location, apply Direct Analog Service rates and charges for each position as provided via unregulated Dedicated Communications Service for end users and from Part 21, Special Access, for Telecommunications Providers. (2) When the customer s primary location is in a different serving wire center area than the one in which the ESS-ACD switcher is located - where facility conditions permit and the customer s location is within operating limits, in addition to the channel charges, other charges will be determined separately in each case in accordance with the provisions for establishing charges for special equipment and arrangements as specified elsewhere in this Guidebook. (C) ATT TN MU Effective: March 19, 2010

7 PART 6 - Central Office Services 2nd Revised Sheet 6 ESS-ACD SERVICE (cont d) D. Provision Of Lines (cont d) 3. Charges a. Incoming Lines USOC Installation Charges Monthly Rates (1) For ESS Call Distribution - Each Foreign Exchange trunk and each trunk serving a primary location in a different serving wire center than the ESS-ACD switching equipment /1/ - Each tie line and CCSA access line termination incoming to queue /1/ b. Other Lines A8EFX A8ETL - - $ (1) For Intercom with PBX Systems - Each tie line outgoing from agent or supervisor console /2/ - Station lines or local exchange service trunks A3L - /3/ /3/ /3/ /3/ /1/ The charges are in addition to charges for foreign exchange trunks, 800 SERVICE, CCSA access lines and tie lines as specified elsewhere in this Guidebook and other tariffs. /2/ Requires dialing type tie lines and one 4 wire voice grade Direct Analog Service with Signaling Capability as provided via unregulated Dedicated Communications Service for end users and from Part 21, Special Access, for Telecommunications Providers. /3/ The charges for tie lines, station lines, local exchange service trunks and channels apply as specified elsewhere in this Guidebook and other tariffs. (C) (C) ATT TN MU Effective: March 19, 2010

8 PART 6 - Central Office Services Original Sheet 7 E. Type A Service 1. General a. The following charges are for ESS-ACD Service only. b. The minimum service period for all equipment is one month. c. For termination either 1) after installation of the required equipment and facilities but before service is established or, 2) before installation is completed, the charge will be determined separately for each case in accordance with the provisions for establishing charges for special equipment and arrangements as specified in Tariff M.P.S.C. No. 20R, Part 2, Section 7 not to exceed the monthly rates for one month, installation and nonrecurring charges. d. Suspension of service provisions do not apply to the Customer Traffic Record Feature. 2. Service Establishment Charge - A nonrecurring charge for Common Equipment is applicable when establishing the following services: Nonrecurring Charges - Type A ESS-ACD $ Customer Traffic Record Feature 7, Nonrecurring Monthly 3. Rate Schedule USOC Charges Rates a. Central Office Portion of the Service Basic Service Common-Equipment (Includes split arranged for queueing), per system A8A $ $19.17 Station Terminals. Each A NOTE: Includes one-half of a queue slot per terminal. - Additional Queue Slots (where facilities permit), each A83RA 1.73 Make Busy Arrangements NOTE: Requires one 2 wire voice grade Direct Analog Local Distribution Channel for each Control Key. - Per Station Termination /a/ A6G Per Split Group A9A

9 PART 6 - Central Office Services Original Sheet 8 E. Type A Service (Cont'd) 3. Rate Schedule (Cont'd) Nonrecurring Monthly a. Central Office Portion of the Service USOC Charges Rates Calls Waiting Indication - per unique timing state to be indicated, each /a/ A66CE $31.95 $3.83 NOTE: Control arrangement to indicate up to three timing states of calls being held in the queue of a split. The time delay activating each arrangement is specified by the customer. Requires one 2 wire voice grade Direct Analog Service /a/ per timing state and auxiliary signals. Delay Announcements - Per Announcement (Maximum of 4 where facilities permit) A8GCE Per Announcement Trunk A8GAT Per Station Termination A8GST Silence or Customer Provided Music /a/ After Delay Announcement - Per Trunk Access A5T Night Transfer - per Split Equipped /a/ A3T Customer Traffic Record Feature (CTRF) Common Equipment (including central office data set required to collect and transmit CTRF data, each system /b/ NFB Traffic Measurements provides, at the customer's option; incoming peg count, outgoing peg count, overflow peg count, traffic usage, maintenance usage, and similar usage information - Per label (column or row descriptor) NFE Per traffic measurement selected NFG Per line a maximum of one printout in any one hour NFP Per line a maximum of two printouts in any one hour NFQ Facility Assurance Report (NUTS and LUTS), each facility reported NFK /a/ /b/ The charges are in addition to 2 wire voice grade Direct Analog Service charges specified in Tariff M.P.S.C. No. 20R, Part 21. In addition, a Telegraph Grade Service is required between the serving wire center common equipment and the data receiving equipment at the customer premises. The monthly rates and nonrecurring charges specified in Tariff M.P.S.C. No. 20R, Part 21, are additional. Material originally appeared in INFORMATION LINK No. 2, on Original Sheet 69

10 PART 6 - Central Office Services Original Sheet 9 E. Type A Service (Cont'd) 3. Rate Schedule (Cont'd) b. Customer Premises Portion of the Service (CPS) Agent and Supervisor Positions - Type A ESS-ACD/a/ Customer Traffic Record Feature /b/ c. Cancellation Charges - CTRF Cancellation charges apply in the event of the following: - Cancellation after the installation of the required equipment and facilities is completed, but before service is established. The nonrecurring charge for the establishment of the CTRF Common Equipment is applicable. - Cancellation of service before the installation is completed. A charge consisting of the loss of equipment and facilities in the process of being installed, the installation labor, the labor cost of removal and other costs are applicable. d. Additions and Rearrangements CTRF Traffic Measurements - Subsequent addition to, removal from. or rearrangement of the customer's printout format, the trunks or facility groups measured, or the column or row labels, each occasion Nonrecurring Charges $ Change printout time schedule, each occasion Facility Assurance Report Subsequent addition or removal of facilities from the report, each occasion 3.65 e. Change of Delay Announcement Recording - Each occasion /a/ /b/ Requires customer provided keyless or multiline key type telephone sets. Requires a 35 Receive Only Teletypewriter or equivalent and a 100 Series type data set. Material originally appeared in INFORMATION LINK No. 2, Original Sheet 70