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Avaya DEFINITY Enterprise Communications Server User's Manual

1. Cancel Start Release Handset Handset cradle Call processing area Outside line buttons NN fF WN Display buttons Console activation button 302D only Warning lamps and call waiting lamps phdg302c KLC 042501 8 Display 9 Select button 10 Volume control buttons 11 Outside line buttons 12 Feature buttons 13 Call appearance buttons Figure 2 Model 302C D attendant console 6 DEFINITY ECS Console Operations Outside lines buttons and lamps Outside lines buttons and lamps The outside lines buttons and lamps allow you to choose an outside line or can be dedicated for paging system users The outside lines buttons and lamps include a Labeled buttons representing outside lines a A Busy lamp that lights when all outside lines are busy a A Warning lamp that lights when a predetermined number of outside lines are busy m A Control lamp indicating that an outside line is in use O lt Control lamp gt O O lt 4 Warning lamp gt O O i i O S Busy lamp gt l amp LD Trunk group LES select button
2. o fo cont 0 o fo Warning O Q 0 0 Gleusy 0 Q 0 gt o a o o Calls Waiting Calls Waiting ABC DEF Warning 1 2 a fo G ol a 5 Individual GHI JKL MNO Calls Waiting A Q Q Q Q PQRS TUV WXY2 Alarm 7 a Alarm Reported Oper 0 o g Q o Position o Available Cancel Release Lamp test switch Handset Handset cradle Call processing area Outside line buttons y AU A U Nel Display buttons phdg302b KLC 031899 8 Display 9 Select button 10 Volume control buttons 11 Outside line buttons 12 Feature buttons Warning lamps and call waiting lamps 13 Call appearance buttons Figure 1 Model 302A B attendant console Issue 5 July 2001 5 Understanding the console layout larning GHI JKL MNO 4 PORS 7 TUV WXYZ K Calls Waiting Warning Calis Waiting
3. An outside party is anyone who is not a corporate employee agent subcontractor or working on your company s behalf Whereas a malicious party is anyone including someone who may be otherwise authorized who accesses your telecommunications equipment with either malicious or mischievous intent Such intrusions may be either to through synchronous time multiplexed and or circuit based or asynchronous character message or packet based equipment or interfaces for reasons of e Utilization of capabilities special to the accessed equipment Theft such as of intellectual property financial assets or toll facility access Eavesdropping privacy invasions to humans e Mischief troubling but apparently innocuous tampering e Harm such as harmful tampering data loss or alteration regardless of motive or intent Be aware that there may be a risk of unauthorized intrusions associated with your system and or its networked equipment Also realize that if such an intrusion should occur it could result in a variety of losses to your company including but not limited to human data privacy intellectual property material assets financial resources labor costs and or legal costs Your Responsibility for Your Company s Telecommunications Security The final responsibility for securing both this system and its networked equipment rests with you an Avaya customer s system administrator your telecommunication
4. 78 DEFINITY ECS Console Operations CAS operating procedures 4 Select one of the following options m Press the FLASH button Flash lamp lights for 2 seconds m Press the CONFERENCE button m Press the TRANSFER button 5 Dial the requested number 6 End the call by hanging up or by pressing another call appearance button the DISCONNECT button or the DROP button If your phone has a display it may also be have an OUTSIDE LINE button By pressing the OUTSIDE LINE button while on an active call you can view the branch name or the name of an outside line Placing CAS calls on remote hold To place a CAS call on remote hold from a multi line phone 1 Select one of the following options m Press the FLASH button m Press the CONFERENCE button Press the TRANSFER button 2 Dial the remote hold feature access code 3 Select one of the following options a Hang up or m Press one of the following CALL APPEARANCE button DISCONNECT button DROP button Cancelling CAS calls To cancel a CAS call from a multi line phone 1 Select one of the following options m Press the FLASH button m Press the CONFERENCE button Press the TRANSFER button The transferred call drops or remote hold deactivates Issue 5 July 2001 79 Centralized Attendant Service Single line phone Night Service operations If a single line phone performs night service the user flashes the switchhook to transfer CAS calls You can p
5. 1 Tell the caller that you are going to page the called party 2 Press one of the following PAGE buttons for each of the 9 locations PAGE ALL if provided Keypad buttons to dial an access code 3 Page the called party and tell them which extension to call to answer their call If you plan to connect the paged party to an existing conference call 1 Tell them to call your extension 2 Press the line where the conference call resides 3 4 Press the HOLD button Press the SPLIT button Unanswered pages return to you for further assistance If the allotted time for paging announcements expires during the page the call disconnects and you hear an intercept tone alternating high low siren like tone or fast busy tone 48 DEFINITY ECS Console Operations Assisting callers with special tools Assisting callers with special tools This section describes features that allow you to provide special assistance to callers It includes Using Call Waiting Split Swap on page 50 Interrupting a call on page 51 Overriding diversion features on page 52 Notification of emergency calls on page 53 Providing emergency access to the operator on page 54 Placing a series of calls on page 55 Using Call Waiting When you transfer a call to a busy line the call returns to the console until the busy line becomes available When the busy line becomes
6. A feature on an attendant console that allows an attendant direct access to phones by pressing a group select button and a DXS button E external call A connection between a communications system user and a party on the public network or on another communications system in a private network F FAC Feature Access Code facility A telecommunications transmission pathway and associated equipment feature A specifically defined function or service provided by the system feature button A labeled button on a telephone or attendant console used to access a specific feature inside call A call placed from one telephone to another within the local communications system Issue5 July 2001 87 Glossary and Abbreviations Integrated Services Digital Network ISDN A public or private network that provides end to end digital communications for all services to which users have access by a limited set of standard multipurpose user network interfaces defined by the CCITT Through internationally accepted standard interfaces ISDN provides digital circuit switched or packet switched communications within the network and links to other ISDNs to provide national and international digital communications See also Integrated Services Digital Network Primary Rate Interface ISDN PRI Integrated Services Digital Network Primary Rate Interface ISDN PRI The interface between multiple communications systems that in North America inclu
7. a Ifa station has the SAC feature active and is busy the DXS BLF lamps remain steady until the station is no longer busy At that time the lamp goes to a flashing mode Issue 5 July 2001 23 Understanding the console layout Tones heard through handset or headset When you operate the console you hear tones through the handset or headset that can indicate progress or status of a call or identify types of incoming calls Table 5 describes the tones available on your console Table 5 Ringing and tones descriptions Tone name Pitch Frequency Meaning Ringback Low 15 times a A transferred call comes back to the minute console Special Low Single Calls are waiting to be answered Ringback Busy Low 60 times a The called extension is busy minute Fast Busy Low 120 times a A caller dialed an incorrect number minute or called a phone that cannot be called Confirmation n a Three short The operation requested activated or bursts deactivated is accepted Coverage n a One short A call to one extension rings at a burst different extension Dial Low Continuous A phone is ready to use steady tone Intercept On Off Siren type A caller dialed a number incorrectly high and Dee Do or called a phone that cannot be low called Reorder Low 120 times a All trunks within a particular trunk minute group are busy or that a requested feature is not available DEFINITY ECS Co
8. m Chime paging on page 45 m Paging with voice paging on page 46 m Paging with deluxe voice paging on page 47 Parking calls You can put an incoming call on hold at one extension then retrieve it from any other phone in the system Your console has up to 10 extensions dedicated for parking calls Example Rick Foylund company arbitrator is away from his desk when a call comes in for him Pat places the call on hold at one of her 10 call park extensions Pat pages Rick to tell him the number to dial to answer his call Feature name Call Park Procedures To park a call 1 Press the START button 2 Select one of the following options a Dial the Call Park access code or m Press the button your system administrator assigned to Call Park 3 Use the dial keypad or the selector console to dial the extension where you want to park the call 4 One of the following occurs a If you hear a confirmation tone 3 short bursts of tone the call is parked Press the RELEASE button a If you hear a busy tone a call is already parked at the dialed extension Press the CANCEL button to try again 44 DEFINITY ECS Console Operations Paging for called parties Chime paging When called parties are not at their phones you can page them with coded chime signals The chimes coincide with the paged party s extension For example paging someone from extension 113 generates chimes that 1 Chime once fo
9. 555 230 723 R7 and earlier a DEFINITY Enterprise Communications Server Generic 1 Generic 3 and System 75 Automatic Call Distribution ACD Agent Instructions 555 230 722 a DEFINITY Enterprise Communications Server Generic 1 Generic 3 and System 75 Automatic Call Distribution ACD Supervisor Instructions 555 230 724 Conventions used in this document Console buttons are shown as CANCEL Console lamps are shown as Attd a Alphanumeric displays appear as a TOM BROWN 3062 Security measures For detailed information on securing your systems from unauthorized use please refer to BCS Products Security Handbook This document addresses security issues related to consoles including a Procedures for console operators when they receive hangup or silence calls a Physical security a Class of service a Facility restriction levels and alternate facility restriction levels Console operator controlled phones Rerouting calls to console operators m Changing barrier codes m Sending calls to console operators Console operator controlled remote access m Sending reports to console operators 2 DEFINITY ECS Console Operations RE Understanding the console layout Your console is a powerful communications tool With it you function as a communications hub by managing calls and performing a variety of special functions The information in this chapter describes the following Physic
10. Meaning ORIG The user cannot place any calls from their phone OTWD The user cannot place calls on outside lines from their phone TOLL The user cannot place long distance calls from their phone NONE The user has no calling restrictions 16 DEFINITY ECS Console Operations The display and display buttons Call purpose Call purpose information identifies features that are in use Table 3 defines call purpose identifiers Table 3 Call purpose identifiers Identifier Description Borb Busy Displays when called parties do one of the following a Do not answer a Send their calls to coverage a Are active on a call that uses temporary bridged appearance co Controlled Outward Restriction call An internal user who doesn t have calling privileges for outside lines attempts to make an outgoing call cs Controlled Station to Station Restriction call An internal user who doesn t have internal calling privileges attempts to make a call to another internal phone ct Controlled Termination Restriction call A caller attempts to call a user who cannot receive calls Don t Answer or Cover Displays when called parties do one of the following Do not answer a Send their calls to coverage a Are unavailable and have a temporary bridged appearance Call Forwarding System users forward their calls to you Intercept Treatment The system redirects calls to you
11. call status 19 called party identification 15 caller information 15 calling privileges 16 incoming call button 15 normal mode button 13 normal mode displays 14 O outside line buttons busy lamp 7 outside lines buttons control lamp 7 diagram 7 warning lamp 7 overriding diversion features 52 P paging with deluxe voice paging 38 47 paging with voice paging 46 placing a series of calls 55 placing calls on hold 31 placing remote hold calls 78 pos avail 11 position available see pos avail 11 principal 27 principal console 27 providing emergency access to the operator 54 R recalling the operator 37 release button 9 remote hold 78 79 80 restricting calls 60 retrieving messages 66 ringer volume 20 ringing and tones descriptions 24 ringing descriptions 24 routing calls economically 68 clocked manual override 70 immediate manual override 69 routing calls through the operator 41 S security measures 2 select button 6 selector console area 22 diagram 22 single line phone night service 80 speed dialing 34 split swap 50 start button 9 stored number button 14 system user calling privileges 16 T terminating a call release button 9 testing facilities 63 testing the 302A B console 81 Issue 5 July 2001 93 Index testing the 302C D console 82 time of day routing 68 clocked manual override 70 immediate manual override 69 rou
12. want to wait take a message and press the RELEASE button Issue 5 July 2001 77 Centralized Attendant Service Placing calls on remote hold When calls for a branch location need to be placed on hold you should use remote hold not hold Using remote hold frees the outside line that your system manager dedicated for branch calls To place calls on remote hold 1 Press the START button 2 Dial the remote hold feature access code 3 Listen for confirmation tone 3 short bursts of tone 4 Press the RELEASE button Using CAS backup service In addition to standard backup service phones at remote branch locations can serve as backup phones for a CAS console Using CAS Night Service operations In addition to standard night service operations phones with multiple or single lines at remote branch locations can answer night service calls Below are descriptions for handling night calls from phones with multiple or single lines Multi line phone Night Service operations Handling night service calls from multi line phones is similar to transferring calls from a console You can transfer calls from a multi line phone with A FLASH button m A CONFERENCE button m A TRANSFER button Transferring CAS calls To transfer a CAS call from a multi line phone 1 Press the call appearance button where the green lamp is flashing 2 Listen for call identification tone if provided by the branch 3 Answer the call
13. 92 DEFINITY ECS Console Operations display 13 called party identification 15 caller information 15 diagram 13 don t split 62 E emergency calls 32 emergency notification every user responds 53 exceptions transferring 30 extension number status 23 F feature access codes 33 feature button area diagram 12 forwarding all calls 42 H hold 35 placing calls on 31 hold lamp 8 hold automatic 35 see holding calls automatically 35 holding calls automatically 35 hundreds group select HGS 22 immediate manual override 69 incoming call button 15 individual attendant access 63 accessing individual operators 63 individual calls waiting 11 inspect button 13 integrated directory 64 using the internal directory 64 Inter PBX attendant calls 65 calling other console operators 65 interrupting a call 51 intgrtd directory button 14 Index L lamp test switch 5 leave word calling 65 leaving messages 65 leaving messages 65 locking out the operator 37 loudspeaker paging 46 paging with voice paging 46 loudspeaker paging access deluxe 38 47 paging with deluxe voice paging 38 47 make call button 14 message retrieval 66 retrieving messages 66 multi line phone handling 78 multiple listed directory numbers 41 routing calls through the operator 41 N next button 14 night service 67 83 using night service 67 normal mode 14 call purpose 17
14. Feature name Don t Split Procedures To use Don t Split 1 Press the DON T SPLIT button 2 Dial the desired number To deactivate Don t Split 1 Press the CANCEL button 62 DEFINITY ECS Console Operations Features for internal use Testing phone system components You can place calls to test 4 components of your phone system a Outside lines Touch tone phones a Time slots m System tones Example System manager Kelly Ratliffe is organizing a department move for accounting To ensure that all phones are working properly Kelly asks Pat to test the phones involved in the move Pat uses facility test call procedures to verify that the phones are functioning properly Feature name Facility Test Call Procedures If you are authorized to perform these 4 tests your system manager can provide detailed procedures located in the maintenance manuals for your switch Accessing individual console operators Your system manager assigns a personal extension to each console in your system so that users can dial console operators directly If you have this feature you can also Bea member of a hunt group when one line is busy the system searches for the next available line a Activate and deactivate functions associated with hunt groups Ask your system manager for more information a Have two calls waiting in your individual call waiting queue Example Widgets Inc is consolidating telecommunicati
15. Holding calls automatically Your console automatically places a call on hold when you answer another call Example Widgets Inc is conducting an infomercial on their self cleaning bathtubs Pat s console is unusually busy So the system manager Kelly Ratliffe programs Pat s console to place calls on hold automatically when Pat answers another call Pat answers the first incoming call and asks the party to hold Then she presses the CALL APPEARANCE button for the next incoming call placing the first caller on hold Feature name Hold Automatic Procedures Your system manager programs hold automatic to work on all consoles in your system Issue5 July 2001 35 Using the features Handling multiple party calls This section describes features associated with connecting 2 to 5 callers on one call It includes Connecting multiple callers m Locking out the console operator on page 37 m Recalling the console operator on page 37 a Paging with deluxe voice paging on page 38 Connecting multiple callers You can connect up to five callers on a single call Example Two bathtub distributors want identical contract upgrades with Widgets Inc Company president Randy Foxworthy asks Pat to set up a conference call with him two sales representatives and the two distributors Pat uses the procedures listed below to connect all five callers Feature name Attendant Conference Proced
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17. alert overwriting any current display 2 One user pushes the CRSS ALERT button turning off the ringing and clearing the alert from all other stations 3 The user records the crisis alert information 4 The user pushes the CRSS ALERT button again and the lamp lights steady 5 The user pushes the CRSS ALERT button a third time and the lamp turns off and the display clears Providing emergency access to the operator Your system manager can administer the switch to allow emergency access calls to the attendant console operator Example Linda Mahoney Widgets Inc spokesperson has just suffered from a heart attack Tom Roberts who works nearby calls the company s emergency access to attendant feature access code FAC As soon as the call is made the following information appears on Pat s display a Tom Roberts Ext 8345 00 in EMRG Q She also hears a siren like tone Feature name Emergency Access to Attendant 54 DEFINITY ECS Console Operations Assisting callers with special tools Procedures If you work for a company that has more than one console and you receive an emergency call the following occurs at all consoles 1 A user takes the handset off hook or dials the feature access code a The call rings at the console with a louder than normal volume If the caller dialed the feature access code the call rings immediately at the attendant console If the u
18. attendant backup 40 see backing up the console 40 attendant call waiting 49 see using call waiting 49 attendant conference 36 see connecting multiple callers 36 attendant control of trunk group access 57 83 see controlling access to outside lines 57 attendant direct trunk group selection 59 see choosing outside lines 59 attendant intrusion 51 see interrupting a call 51 attendant lockout 37 see locking out the operator 37 attendant override of diversion features 52 see overriding diversion features 52 attendant recall 37 see recalling the operator 37 attendant serial calling 55 see placing a series of calls 55 auto start 29 34 automatic alternate routing and automatic route selection 59 see choosing the best route for calls 59 B backing up the console 40 branch locations 76 busy lamp 7 busy lamp field BLF 22 buttons cancel 9 cover msg rt 14 date time 13 delete msg 14 feature button area 12 incoming call 15 inspect mode 13 intgrtd directory 14 make call 14 next 14 normal mode 13 release 9 start 9 stored number 14 timer 13 C call appearance button 8 call appearance buttons 8 atnd lamp 8 hold lamp 8 call coverage 41 see covering calls from the console 41 call forwarding all calls 42 83 see forwarding all calls 42 call processing indicators alarm lamp 10 alarm reported lamp 10 call waiting lamp 10 calls waiting warning 11 individual calls
19. caller Press the START button gt NOTE If the Auto Start feature is administered at your console you do not need to press the START button Press the desired buttons on the selector console to dial the desired extension Select one of the following options m Press the RELEASE button as soon as the call starts to ring or a Announce the call to the called party If the called party accepts the call press the RELEASE button If the called party declines to talk to the caller press the SPLIT button to reconnect to the caller Follow your company s procedures for taking messages Press the RELEASE button or Ifthe called party is busy or does not answer and the called party does not have a voice mailbox press the CANCEL button to reconnect with the caller Follow your company s procedures for taking messages Press the RELEASE button Issue 5 July 2001 29 Operating the console Transferring calls to outside numbers You may receive calls that you need to transfer to outside numbers from internal callers or you may need to transfer one outside call to another outside number The process for both types of calls is the same To transfer a call to an outside number 1 Press the lighted call appearance button 2 Greet the caller 3 Access an outgoing line by pressing an outside line button or by dialing an outside line access code many companies use 9 to access an outside line 4 Select one o
20. cannot be in the forwarded to telephone number Example Bob Sisterkey quality assurance specialist at Widgets Inc had to leave the office in a hurry for a personal emergency He is expecting an important phone call so he calls Pat and asks her to forward his calls to another member of his team Pat uses the call forwarding all calls procedures to forward his calls to his team member Feature name Call Forwarding All Calls 42 DEFINITY ECS Console Operations Answering calls for another party Procedures To forward all calls for an extension 1 te Re a D Press the START button Dial the forwarding all calls access code Dial the extension of the phone to be forwarded Dial the forwarded to number One of the following occurs a If you hear a confirmation tone 3 short bursts of tone indicating that the procedure is successful press the RELEASE button a If you hear an intercept tone alternating high low siren like tone or fast busy tone indicating that the procedure is unsuccessful press the CANCEL button to try again To deactivate call forwarding all calls for a particular extension we ee Press the START button Dial the forwarding deactivation access code Dial the extension you want to deactivate Press the RELEASE button Issue 5 July 2001 43 Using the features Paging for called parties This section describes methods for paging system users It includes Parking calls
21. features available to you Refer to Chapter 4 Using the features for specific feature information O O O O O O Status lamps Forced Night Pos Release Busy O Q O O O O O O 9O O O Oo O O O O O Split Hold Note Unlabeled buttons are available for assignment phdf301f KLC 042501 Figure 6 Feature buttons and lamps 12 DEFINITY ECS Console Operations The display and display buttons The display and display buttons The alphanumeric display provides information about callers called parties call status and call features The console has a 1 line by 40 character display The console has 8 buttons in the display area that function as different modes for viewing information On the basic console they are located on the display module On the enhanced console they are located on the main console 40 character display area ph302and PDH 041597 Figur
22. following occurs m If you hear a confirmation tone 3 short bursts of tone press the RELEASE button a If you hear an intercept tone alternating high low siren like tone or fast busy tone the extension is already restricted or you dialed an incorrect code Press the CANCEL button to retry To deactivate a restriction 1 2 3 Press the START button Dial the restriction deactivation code Dial one of the following restriction code numbers a 1 Outbound calls toll calls a 2 All calls m 3 Termination a 4 Station to station toll calls Issue 5 July 2001 61 Using the features 4 Dial the extension that is no longer to be restricted 5 One of the following occurs a If you hear a confirmation tone 3 short bursts of tone press the RELEASE button If you hear an intercept tone alternating high low siren like tone or fast busy tone the extension is already restricted or you dialed an incorrect code Press the CANCEL button to retry Activating Don t Split You can disable auto start by pressing the DON T SPLIT button Don t Split allows the system to send dialed touch tone digits Some telecommunications equipment requires touch tone digits to function properly Example Pat needs to call home to retrieve messages from her answering machine To retrieve these messages she must press the DONT SPLIT button disabling auto start Now she can access messages from her answering machine
23. iv DEFINITY ECS Console Operations 33 34 34 34 35 36 36 37 37 38 40 40 41 41 42 44 44 45 46 47 49 49 50 51 52 53 54 55 57 57 58 59 EE Contents Features for internal use 60 Restricting calls 60 Activating Don t Split 62 Testing phone system components 63 Accessing individual console operators 63 Using the internal directory 64 Assigning main console operators 65 Leaving messages 65 Retrieving messages 66 Using night service 67 Routing calls economically 68 Using Visually Impaired Attendant Service 72 Centralized Attendant Service 75 m Differences in a CAS environment 7a m CAS associated tones 76 ma CAS display 76 m CAS operating procedures 77 Transferring CAS calls 71 Placing calls on remote hold 78 Using CAS backup service 78 Using CAS Night Service operations 78 Routine maintenance 81 m Testing the console 81 m Cleaning the console 82 Commercial power failure 83 Issue 5 July 2001 V Contents Glossary and abbreviations 85 Index 91 vi DEFINITY ECS Console Operations Introduction If you are a console operator on a DEFINITY Enterprise Communications Server ECS or an Avaya IP600 Internet Protocol Communications Server this book is for you It is designed to show you the physical layout of your console how to perform standard and specialty functions and how to maintain and clean your console It also provides information specific to operating y
24. on hold returns to the console automatically when it has been on hold for too long This amount of time is administered by your system manager Connecting two or more callers You can connect two or more parties with the attendant console Connecting two or more callers is usually used for conference calls or to connect callers who cannot call each other To use connect two or more parties 1 Call internal or external party number 1 Press the START button Call the internal or external party number 2 Press the SPLIT button Both parties are connected Repeat steps 2 through 4 for additional parties Doe RE es ahs Press the HOLD button Issue 5 July 2001 31 Operating the console Answering emergency calls You may need to manage communication for an emergency You can process emergency calls in the same way as regular calls However the console alerts you of an emergency call with the following information a The Emergency lamp flashes a The siren like emergency tone sounds The display identifies the calling party and shows EME iRG Be sure to ask your system manager for the emergency procedures used in your company For more information see Notification of emergency calls on page 53 and Providing emergency access to the operator on page 54 32 DEFINITY ECS Console Operations o Using the features You might find yourself working at an organization that require
25. to activate or deactivate this feature CONSOLE STATUS Console s current status DISPLAY STATUS Display information LAST OPERATION Last completed operation LAST VOICED MESSAGE Last message or digit sent to the console DIRECT TRUNK GROUP SELECTION STATUS Available outside lines CLASS OF RESTRICTION Current caller s calling privileges INSPECT Tells what features are assigned to other buttons gt NOTE This feature requires at least one speech synthesizer circuit pack to be installed into a system port carrier since you can perform VIAS capabilities with speech synthesis messages that system users voice to you Example Pat is taking a leave of absence from Widgets Inc Her replacement Lindsey Buller is visually impaired Kelly Ratliffe system manager programs her console with VIAS and acquaints her with the location of each VIAS button Lindsey must ensure that she activates the VIAS feature each day A call comes in for president Randy Foxworthy and unfortunately Lindsey forgets who just called Lindsey simply presses the LAST VOICED MESSAGE button to find out who just called Feature name Visually Impaired Attendant Service VIAS 72 DEFINITY ECS Console Operations Features for internal use Procedures To use visually impaired services 1 Press the ACTIVATION DEACTIVATION button to activate the service for the console 2 Press one of the button
26. to standard environments However transferring calls placing calls on hold console backup services and night service function differently in CAS environments The following section describes these procedures in detail Transferring CAS calls To transfer CAS calls 1 Press a call appearance button Listen for a call identification tone if provided by the branch 2 3 4 Press the START button Listen for a dial tone gt NOTE Do not continue until you hear a dial tone The call does not go through if you proceed before the dial tone sounds Dial the requested internal or external number Select one of the following options a If you are not going to announce the call press the RELEASE button as soon as the call starts to ring or a If you are going to announce the call wait for the called party to answer When the called party accepts the call press the RELEASE button If the called party declines to talk to the caller press the CANCEL button to reconnect with the caller Explain to the caller that the called party is not available take a message or ask the caller to try again later then press the RELEASE button or a If the called party is busy or doesn t answer press the CANCEL button to reconnect with the caller Explain to the caller that the called party cannot be reached If the caller wants to wait transfer the call again then press the RELEASE button If the caller does not
27. waiting lamp 11 pos avail lamp 11 call purpose 17 call purpose identifiers 17 call status 19 call status identifiers 19 call waiting warning 11 called party identification 15 caller information 15 Issue 5 July 2001 91 Index call handling buttons cancel 9 release 9 start 9 calling other console operators 65 calling privilege identifiers 16 calls waiting lamp 10 cancel button 9 cancelling CAS calls 79 CAS alphanumeric display 76 CAS backup service 78 CAS night service 78 using multi line phones 78 CAS night service operations 78 CAS tones 76 chime paging 45 choosing outside lines 59 choosing the best route for calls 59 cleaning the console 82 clocked manual override 70 code calling access 45 see chime paging 45 commercial power failure 83 conference calls 31 connecting callers 31 connecting multiple callers 36 console 302A B 4 5 302C 4 302C D 6 cleaning the 82 layout 4 selector console area 22 testing the 302A B 81 testing the 302C D 82 tones 24 control lamp 7 controlled restrictions 60 83 restricting calls 60 controlling access to outside lines 57 conventions used in document 2 cover msg rt button 14 covering calls from the console 41 crisis alert see emergency notification to digital telephones 53 single user responds 53 D date time button 13 delete msg button 14 dialing keypad area 9 direct extension selection DXS 22
28. 1 On A N Answer the call Press the SERIAL button Press the START button Dial the desired extension Press the RELEASE button When the called party hangs up the original call returns to the console Repeat steps 1 through 5 until all calls are made Press the SERIAL button to terminate a serial call DEFINITY ECS Console Operations Managing outside lines Managing outside lines This section describes features for managing outside lines It includes Controlling access to outside lines a Displaying outside line information on page 58 m Choosing outside lines on page 59 Controlling access to outside lines You can control system users access to 6 basic console or 12 enhanced console outside lines If a user attempts to use one of these outside lines they automatically redirect to you Example In an effort to increase their profit margins Widgets Inc institutes a controlled long distance calling plan Only three customer service representatives may use long distance service and they may only call Widget Inc distributors Pat screens all outgoing customer service calls and when appropriate dials the long distance numbers for the representatives Feature name Attendant Control of Trunk Group Access Procedures Your system manager programs this information into your console to occur automatically When a controlled trunk group access call occurs t
29. AVAYA DEFINITY Enterprise Communications Server Console Operations 555 230 700 Issue 5 July 2001 Copyright 2001 Avaya Inc All Rights Reserved 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 Preventing Toll Fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or working on your company s behalf Be aware that there may be a risk of toll fraud associated with your system and that if toll fraud occurs it can result in substantial additional charges for your telecommunications services Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support call the Technical Service Center s Toll Fraud Intervention Hotline at 1 800 643 2353 Providing Telecommunications Security Telecommunications security of voice data and or video communications is the prevention of any type of intrusion to that is either unauthorized or malicious access to or use of your company s telecommunications equipment by some party Your company s telecommunications equipment includes both this Avaya product and any other voice data video equipment that could be accessed via this Avaya product that is networked equipment
30. Call Waiting feature is available Wait I The Attendant Call Waiting and Intrusion features are Intrusion available Allowed Busy An extension is busy or out of service and neither the Attendant Call Waiting nor the Intrusion features are allowed Busy I An extension is busy or out of service and the Attendant Call Intrusion Waiting feature is not allowed Allowed gt NOTE If your system has Integrated Services Digital Network ISDN Primary Rate Interface PRI refer to Chapter 4 Using the features for display information associated with ISDN PRI Issue5 July 2001 19 Understanding the console layout Volume control and option selector buttons The volume control and option selector buttons provide control for Incoming call ringer volume Handset headset volume 302D console only Timed reminder tones volume notification that a call needs additional attention Call waiting tones volume notification that a call is waiting to be answered Emergency access to attendant calls ringer volume not Crisis Alert calls Expander option which reduces the amount of background noise transmitted during pauses in speech 302D console only Font option which changes from Eurofont default to Katakana display characters 302D console only gt NOTE The font option must be compatible with the character set sent by the system to the console This option is administered during installation and
31. FINITY ECS Console Operations Features for internal use Immediate Manual Override When you activate this option the currently active routing plan is changed immediately to a new plan The new plan remains in effect until the override is deactivated manually or until the next scheduled routing plan takes effect To activate Immediate Manual Override gt NOTE The IMMEDIATE OVERRIDE lamp is lit if this option is already active 1 Press the IMMEDIATE OVERRIDE button m The IMMEDIATE OVERRIDE lamp lights a The first line of display shows OLD ROUT PLAN x ENTER NEW PLAN Where x is a number from 1 through 8 that identifies the routing plan currently in effect 2 Use the touch tone buttons to enter the number from 1 through 8 of the new routing plan a The IMMEDIATE OVERRIDE lamp remains steadily lighted a Display updates to OLD ROUT PLAN x ENTER NEW PLAN y Where y is the number you just entered gt NOTE If you pressed any button other than the 1 through 8 buttons on the dialpad the Immediate Manual Override attempt is denied the display returns to the Normal mode You must repeat step 1 to try again 3 Press the IMMEDIATE OVERRIDE or NORMAL MODE button m The IMMEDIATE OVERRIDE lamp remains steadily lighted Immediate Manual Override is active To deactivate Immediate Manual Override 1 Press the IMMEDIATE OVERRIDE button m The IMMEDIATE OVERRIDE lamp goes ou
32. Manual Override attempt is denied the display returns to the Normal mode You must try again 70 DEFINITY ECS Console Operations Features for internal use To enter a deactivate date 1 Press the CLOCKED OVERRIDE button to confirm activation input data and to enter deactivation time m The CLOCKED OVERRIDE lamp remains steadily lighted a The display shows ENTER DEACTIVATION DATA amp TIME 2 Enter the following in the order shown Press the 1 through 7 button to specify the day 0000 through 2359 to specify the hour a The display shows ROUTE PLAN x FOR yyy ACT TIME zz zz Where x is the routing plan number yyy is the 3 letter abbreviation for the day of the week and zz zz is the activation time 3 Press the CLOCKED OVERRIDE or NORMAL button m The CLOCKED OVERRIDE lamp remains steadily lighted m Clocked Manual Override is active To manually deactivate Clocked Manual Override 1 Press the CLOCKED OVERRIDE button m The CLOCKED OVERRIDE lamp goes out m Scheduled daily routing plan goes into effect immediately Issue 5 July 2001 71 Using the features Using Visually Impaired Attendant Service Your console provides 8 buttons for voiced feedback of console functions for visually impaired console operators Table 8 lists the 8 buttons and their function Table 8 Using VIAS buttons Button name Voiced function ACTIVATION DEACTIVATION Tells how
33. al layout of your console on page 4 m Outside lines buttons and lamps on page 7 m Call appearance buttons and lamps on page 8 a Dialing keypad and call processing area on page 9 Feature buttons and lamps on page 12 m The display and display buttons on page 13 m Volume control and option selector buttons on page 20 m Selector console on page 22 m Tones heard through handset or headset on page 24 Issue 5 July 2001 3 Understanding the console layout Physical layout of your console At first glance your console may look like an oversized phone with a few too many buttons and lamps lights While your console can function like a phone it also manages several additional functions In fact your console with its many buttons and lamps has functional groups designed to manage outside lines incoming calls and special features Two types of consoles are described in this chapter the 302A B and the 302C D console The following section contains drawings of 302A B and 302C D consoles followed by information on the layout of buttons indicators and the call display 4 DEFINITY ECS Console Operations Physical layout of your console Ringer Select Volume
34. allows up to 64 classes of call origination and call termination restrictions for phones voice terminal groups data modules and trunk groups See also Class of Service COS Class of Service COS A feature that uses a number to specify if voice terminal users can activate the Automatic Callback Call Forwarding All Calls Data Privacy or Priority Calling features See also Class of Restriction COR communications system The software controlled processor complex that interprets dialing pulses tones and keyboard characters and makes the proper connections both within the system and external to the system The communications system itself consists of a digital computer software storage device and carriers with special hardware to perform the connections communications system provides voice and data communications services including access to public and private networks for telephones and data terminals on a customer s premises See also switch 86 DEFINITY ECS Console Operations Glossary and Abbreviations confirmation tone A tone confirming that feature activation deactivation or cancellation has been accepted console See attendant console COR See Class of Restriction COR cos See Class of Service COS coverage call A call that is automatically redirected from the called party s extension to an alternate answering position when certain coverage criteria are met D Direct Extension Selection DXS
35. amps 8 DEFINITY ECS Console Operations Dialing keypad and call processing area Dialing keypad and call processing area The dialing keypad has several buttons and lamps used for processing calls or notifying you of calls that are waiting to be answered system detected alarms and lines that are available for placing calls Calls Waiting ABC DEF 1 2 3 z Calls Waiting Warning Be IKE MNO Individual 4 5 6 O Calls Waiting PQRS TUV WXYZ o Alarm 7 Alarm Reported 0 51 Position Available Cancel Start Release phdf302x KLC 042501 Figure 5 Dialing keypad and call processing area The call appearance buttons allow you to m Cancel a call The CANCEL button allows you to abort a call procedure without disconnecting parties who are on the line a Start a call The START button allows you to initiate a call or to transfer a call gt NOTE If you have Autostart you can begin a call without pressing any button a End a call The RELEASE button disconnects you from a call and prepares the console for the next call Issue 5 July 2001 9 Understanding the console layout The call processing lamps notify you that the following conditions exist Table 1 Call processing lamps Lamp name Condition Meaning Action Alarm Lighted Maintenance req
36. an 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 Avaya Publications Center European Union Declaration of Conformity The CE mark affixed to the equipment described in this book means that the equipment complies with directives shown in the Declaration of Compliance located at http support avaya com elmodocs2 DoC Avaya National Customer Care Center Avaya provides a telephone number for you to use to report problems or to ask questions about your call center The support telephone number is 1 800 242 2121 Avaya Web Page http www avaya com Avaya Documents Web Page http www avayadocs com Comments To comment on this document return the comment card at the end of the document Acknowledgment This document was prepared by the DEFINITY development group of Avaya University Contents nn Introduction 1 m Conventions used in this document 2 m Security measures 2 Understanding the console layout 3 m Physical layout of your console 4 m Outside lines buttons and lamps 7 m Call appearance buttons and lamps 8 m Dialing keypad and call processing area 9 m Feature buttons and lamps 12 m The displa
37. at he has a call that she must discuss with him Feature name Leave Word Calling Issue5 July 2001 65 Using the features Procedures To store a message when a phone is busy or a call goes unanswered 1 Press the START button 2 Dial the desired extension Called party s phone is busy or goes unanswered 3 Press the Lwc button This leaves a preprogrammed call me message 4 Hang up To cancel a message you left for a system user 1 Press the START button 2 Press the LWC CANCEL button 3 Dial the extension number where the message was left 4 One of the following occurs a If you hear a confirmation tone 3 short bursts of tone press the RELEASE button m If you hear a reorder tone fast busy tone press the CANCEL button to try again Retrieving messages You can retrieve messages for other system users Other system users may or may not be able to retrieve their own messages Example Rich Winston manager of Widgets Inc self cleaning bathtub manufacturing needs to retrieve leave word calling messages left for him on his assembly line phone He calls Pat and Pat sees the following information on her display Carter Ann 2 7 10 45a 2 CALL 3124 Pat tells Rich that Ann Carter called him two times The last time she called was at 10 45 A M on February 7 Ann wants Rich to call her back at extension 3124 Feature name Message Retrieval 66 DEFINITY ECS Console Operations Feature
38. available the call automatically rings through If the line does not become available the call rings back to you for further attention Example A customer John Steele places a call to customer service representative Leah Hoffguard Leah is serving another client but hears a beep in her ear indicating that she just received an incoming call Pat notifies the caller that Leah s line is busy Leah brings her current call to closure and John s call automatically rings through to her extension Feature name Attendant Call Waiting Issue 5 July 2001 49 Using the features Procedures To notify callers that the party they called is busy 1 Press the SPLIT button The called party hears a call waiting ringback tone 2 Inform the caller that the called extension is busy and that their call is waiting to be answered 3 Press the RELEASE button 4 One of the following options occurs a The call automatically rings through when the busy line becomes available Ifthe line does not become available within the time preset by your system manager the call rings back to you To try to transfer again repeat steps 1 through 3 Split Swap You can alternate between active and split calls by pressing the SPLIT SWAP button This operation happens only if you have a split call and an active call and both calls are in the talking state If you press the SPLIT SWAP button during non talking states for example dialing ring
39. c group of outside lines for an outgoing call Example Widgets Inc frequently communicates with its parent company Widgets International located in Chicago The system manager Kelly Ratliffe assigns one of the buttons in the outside lines select area to Widgets International To call someone in Widgets International Pat presses the outside line button labeled Chicago and dials the 7 digit phone number without having to dial 1 and the area code Feature name Attendant Direct Trunk Group Selection Procedures To select an outside line 1 Press the desired outside line button 2 Dial the desired number Issue 5 July 2001 59 Using the features Features for internal use This section describes features that you might use internally for a variety of reasons It includes m Restricting calls a Activating Don t Split on page 62 m Testing phone system components on page 63 m Accessing individual console operators on page 63 m Using the internal directory on page 64 a Assigning main console operators on page 65 m Leaving messages on page 65 m Retrieving messages on page 66 m Using night service on page 67 m Routing calls economically on page 68 m Using Visually Impaired Attendant Service on page 72 Restricting calls You can activate or deactivate calling restrictions for individual phones or groups o
40. ce president of public relations is on a conference call with musician Larry Browning and stand up comedian Cindy Wittner to plan for an upcoming community fund raising event Robert wants Larry and Cindy to present their ideas to executive vice president Cathi Henrique Pat pages Cathi When Cathi answers her page Pat adds her to the existing conference call 38 DEFINITY ECS Console Operations Handling multiple party calls Feature name Loudspeaker Paging Access Deluxe Procedures To page individuals 1 Tell the caller that you are going to page the called party 2 Press one of the following m PAGE 1 through PAGE 9 m PAGE ALL if provided a Keypad buttons to dial an access code 3 Page the called party telling them which extension to call to get their call If you plan to connect the paged party to an existing conference call 1 Tell them to call your extension 2 Press the line where the conference call resides 3 Press the SPLIT button 4 Press the HOLD button Unanswered pages return to you for further assistance If the allotted time for paging announcements expires during the page the call disconnects and you hear an intercept tone alternating high low siren like tone or fast busy tone Issue 5 July 2001 39 Using the features piiswerng cols OP another pariy This section describes ways to answer calls from your phone when they ring to a different phone It includes m Backing up the console o
41. cribes and provides step by step procedures for the following operations m Activating the console on page 28 a Deactivating the console on page 28 a Transferring calls to internal extensions on page 29 a Transferring calls to outside numbers on page 30 a Placing callers on hold on page 31 m Connecting two or more callers on page 31 m Answering emergency calls on page 32 Before you read the rest of this section check with your system manager to see if you work in a Centralized Attendant Service CAS environment If you work in a CAS environment be sure to read Chapter 5 Centralized Attendant Service This chapter refers to principal consoles A principal console is the main console used at your company If your company has only one console it is considered to be the principal console If your work environment utilizes more than one console your system manager assigns one console as principal Principal consoles can control features such as night service for all consoles in the system For additional information on console operations refer to DEFINITY ECS Console Operations Quick Reference 555 230 890 Issue 5 July 2001 27 Operating the console Activating the console To activate the console 1 Plug in the handset or the headset For all consoles except the 302D the console is activated 2 On the 302D console a Press any button o
42. des 24 64 kbps channels corresponding to the North American digital signal level 1 DS1 standard rate of 1 544 Mbps The most common arrangement of channels in ISDN PRI is 23 64 kbps B channels for transmitting voice and data and 1 64 kbps D channel for transmitting associated B channel call control and out of band signaling information With nonfacility associated signaling NFAS ISDN PRI can include 24 B channels and no D channel See also Integrated Services Digital Network ISDN intercept tone A tone that indicates a dialing error or denial of the service requested internal call A connection between two users within a system ISDN trunk A trunk administered for use with ISDN PRI Also called ISDN facility L line A transmission path between a communications system or CO switching system and a phone or other terminal line appearance See appearance LWC Leave Word Calling multiappearance phone A terminal equipped with several call appearance buttons for the same extension allowing the user to handle more than one call on that same extension at the same time N network A series of points nodes or stations connected by communications channels 88 DEFINITY ECS Console Operations Glossary and Abbreviations P PBX Private branch exchange PRI See Primary Rate Interface PRD Primary Rate Interface PRI A standard ISDN frame format that specifies the protocol used between two or more comm
43. due to a problem with the system or because your system manager has programmed calls made to specified extensions to come to you Direct Inward Dialing DID Listed Directory Number LDN call Incoming calls that are listed in the phone book and are placed directly to a system user s extension Night Service Station call Night service is on and the call goes to the night service station na Night Service Consoles are in night service mode Continued on next page Issue 5 July 2001 17 Understanding the console layout Table 3 Call purpose identifiers Continued Identifier Description rc Recall call A held call returns to the console rt Return call An unanswered transferred call returns to the console Send All Calls call Displays when a called system user temporarily sends all their calls to coverage sc Serial call A caller places repeated calls on the same line without disconnecting tc Trunk Control A caller attempts to make an outgoing call on an outside line that you control The call redirects to you 18 DEFINITY ECS Console Operations The display and display buttons Call status Call status displays the phone call s current status Table 4 identifies call status indicators and describes when they occur Table 4 Call status identifiers Identifier Description Ringing The dialed call rings Wait The Attendant
44. e 7 Display These display mode buttons are as follows gt NOTE Your system manager may change the function of each button m NORMAL MODE comes with every console This button displays call related information for active incoming calls and console originated calls For more information on information that displays in normal mode refer to Displaying call related information later in this chapter m INSPECT MODE This button displays call related information for held calls when you are on another call m DATE TIME This button displays the current time of day and date for five seconds m TIMER Elapsed Time This button displays elapsed time in hours minutes and seconds Timing begins when you press the TIMER button and stops when you press the button again Issue 5 July 2001 13 Understanding the console layout m COVER MSG RT Coverage Message Retrieval This button retrieves Leave Word Calling LWC messages for system users Leave Word Calling allows callers to leave messages for called parties on a message system that you can access from your console m NEXT MSG This button displays the next stored LWC message If you are in Cover Msg Rt mode the display shows END OF MESSAGES or NEXT TO REPEAT If you are in Integrated Directory mode it displays the next caller s name m DELETE MSG Message This button deletes the displayed message m INTGRTD DIRECTORY Integrated Directory This button displays us
45. e enhanced selector console has 20 You use them in conjunction with the DXS buttons to dial an extension For example if you wish to transfer a call to extension 83452 press the HGS button labeled 834 then press the DXS button labeled 52 The 100 DXS buttons are labeled from 00 to 99 When combined with the HGS buttons they provide up to 800 possible extensions for the basic selector console and up to 2000 possible extensions for the enhanced selector console For more information on how to transfer calls refer to Transferring calls to internal extensions on page 29 phdgdxs KLC 031199 1 DXS BLF buttons 2 DXS hundreds group select buttons Figure 9 Selector console 22 DEFINITY ECS Console Operations Selector console You can determine the status of an extension by pressing the HGS button and looking at the lamp to the left of the appropriate DXS button m If the lamp is dark the extension is idle a Ifthe lamp is lighted the extension is in use You can still transfer a call if system users have more than one line available Ask your system manager about the phones in your company If the extension is busy you hear a busy tone
46. e is split away Feature name Split Swap Procedures To activate Split Swap 1 Press the SPLIT SWAP button To deactivate Split Swap do one of the following 1 Press the SPLIT button and all parties are joined in conference 2 Press the RELEASE button and the active call and the split call are connected 3 Press the HOLD button and the active call and the split call are connected and the connected call is put on hold 4 Press the CANCEL button and the active call drops and the split away party joins with you as the active call Interrupting a call You can interrupt someone who is on a call Example Telemarketer Sara Adams has a son Rob who just broke his leg Rob s high school coach calls Sara to let her know that they are taking Rob to the hospital Pat assists Rob s coach by interrupting Sara s existing call Now Rob s coach can talk to Sara Feature name Attendant Intrusion Issue 5 July 2001 51 Using the features Procedures To interrupt a call 1 Dial the desired busy party 2 Press the INTRUSION button 3 4 Press the RELEASE button Give message to called party Exception If you interrupt a call with a caller on your line Dial the desired busy party Press the INTRUSION button Press the SPLIT button Press the RELEASE button Overriding diversion features Sometimes system users divert their incoming calls to another phone For example a user might fo
47. ension In the following sample the called party is Liz Via who is at extension 4328 a OUTSIDE CALL to LIZ VIA at EXT 4328 For outside calls the display shows the kind of outside line used and the outside line s access code In the following sample the access code the line used is a WATS line with access code 101 b WATS 101 a Calling party identification for outbound calls For an outgoing call the display shows the called party s name and extension In the following sample the called party is Jeff Morrow who is at extension 4032 a JEFF MORROW 4032 If only name information is available the following displays a JEFF MORROW 4032 If only number information is available the following displays a 3304 3304 Issue 5 July 2001 15 Understanding the console layout If neither the name or the number is available the following displays a 3304 or a OUTSIDE LINE NAME TRUNK ID If the call gets redirected the following displays a 3304 COVER System user s calling privileges Your system manager assigns calling privileges for all system users A 2 digit number assigned by your system manager followed by a hyphen and 4 alpha characters that identify the user s calling privileges The 4 alpha characters are listed in Table 2 Table 2 Calling privilege identifiers 4 alpha character
48. ent of public relations is on a conference call with musician Larry Browning and stand up comedian Cindy Wittner to plan for a community fund raising event Robert wants Larry and Cindy to present their ideas to coworker Jay Winstead so Robert calls Pat to add Jay to the call Feature name Attendant Recall Issue5 July 2001 37 Using the features Procedures To recall the operator from multi party calls from a phone with one line m Press the RECALL button or Flash the switch hook To recall the operator from multi party calls from a phone with more than one line m Press the CONFERENCE button or m Press the TRANSFER button Paging with deluxe voice paging This feature combines Call Park and Loudspeaker Paging features With deluxe loudspeaker paging you can page a system user to call the extension where their call is parked or have them call you If the system user calls you you can add them to an existing conference call You can page called parties in up to 9 locations one location at a time or use a single designated access code or button to page the called party in all 9 locations at once Your system manager designates codes for each paging zone by assigning m Outside line buttons see Table 1 on page 5 or Table 2 on page 6 for more information to function as paging buttons or m A sequence of numbers on your dial keypad that serves as the paging access code Example Robert Planter vi
49. erence at his own expense Part 15 Class B Statement The 302D console has been tested and found to comply with the limits for a Class B digital device pursuant to Part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference in a residential installation This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instructions may cause harmful interference to radio communications However there is no guarantee that interference will not occur in a particular installation If this equipment does cause harmful interference to radio or television reception which can be determined by turning the equipment off and on the user is encouraged to try to correct the interference by one or more of the following measures Reorient the receiving television or radio antenna where this may be done safely To the extent possible relocate the receiver with respect to the telephone equip ment e Where the telephone equipment requires ac power plug the telephone into a differ ent ac outlet so that the telephone equipment and receiver are on different branch circuits Part 68 Network Registration Number This equipment is registered with the FCC in accordance with Part 68 of the FCC Rules It is identified by FCC registration number AV1USA 43023 MF E Part 68 Answer Supervision Signaling Allowing this equipment to be operated in a man
50. ers names and extensions from the system directory m MAKE CALL This button automatically returns calls from messages left in LWC It also automatically calls currently displayed Integrated Directory listings m STORED NUMBER This button displays the code required for accessing an outside line usually a 9 or the extension number of the facility that the BUSY button monitors To access this information 1 Press the STORED NUMBER button 2 Press the BUSY button 14 DEFINITY ECS Console Operations The display and display buttons Displaying call related information Call related information includes m Incoming call button associated with the call One of six buttons labeled a through f lights when a call comes to your 66 99 console In the following sample the lamp that lights is a a TOM BROWN 3062 a Caller identification For internal calls the display shows the caller s name or the identification assigned to the phone in use and the caller s extension In the following sample the caller is Tom Brown who is at extension 3062 a TOM BROWN 3062 For outside calls the display shows the kind of outside line used and the outside line s assigned access code In the following sample the access code for the local outside line is 8 a OUTSIDE CALL 8 a Called party identification For incoming calls the display shows the called party s name and ext
51. es immediately to a new plan The new plan remains in effect until you manually deactivate the override or until the next scheduled routing plan takes effect Clocked Manual Override This option lets your system manager specify the day and time to override the scheduled time of day routing plan Your system manager can also specify a deactivate day and time or can manually deactivate clocked manual override Example System manager Kelly Ratliffe saves considerable money for Widgets Inc by designing automated paths for calls to follow at certain times of the day on certain days of the week She programs calls placed before 10 00 a m from Maine to route through the Los Angeles outside line and calls placed after 3 00 p m from Los Angeles to route through the Portland Maine line Widgets Inc receives night rates for Portland Maine calls made before 10 00 a m and evening rates for Los Angeles calls made after 3 00 p m Feature name Time of Day Routing Procedures Your system manager programs this information into your console to occur automatically However your system manager may ask you to change the normal routing plan This plan can be changed up to 6 times each day for each day of the week The two options available for changing the daily routing plan are Immediate Manual Override a Clocked Manual Override Your system manager can tell you which option s you have and when the option s should be activated 68 DE
52. f phones Table 7 lists the restrictions you can control Table 7 Calling restrictions Call type Users cannot do the following Outbound calls Place outside calls from these phones All calls Place or receive any calls from these phones Station to station Place or receive internal calls from these phones Termination Receive calls on these phones Toll Place toll calls but they can place free local calls on these phones These restrictions override user privileges established by your system manager Toll restriction can be substituted for outbound or station to station restrictions by your system manager 60 DEFINITY ECS Console Operations Features for internal use Example Lynn Johnston telemarketing manager is starting a special marketing push for out of state business He schedules 3 of his finest telemarketers to place long distance calls for 4 days Rather than change the system setup for phone calls he asks Pat to deactivate outbound call restrictions for these three telemarketers Feature name Controlled Restrictions Procedures To manually activate a restriction 1 2 3 Press the START button Dial the feature access code for controlled restrictions Dial one of the following restriction code numbers a 1 Outbound calls toll calls a 2 All calls a 3 Termination a 4 Station to station toll calls Dial the extension you wish to restrict One of the
53. f the following options m Press the RELEASE button if the caller plans to complete the call or a Dial the desired party using the dialing keypad then press the RELEASE button as soon the call starts to ring or a Announce the call to the called party If the called party accepts the call press the RELEASE button Ifthe called party declines to talk to the caller press the SPLIT button to reconnect to the caller Tell the caller that the called party was not available Press the RELEASE button or m If the called party is busy or does not answer press the CANCEL button to reconnect with the caller Tell the caller that the called party was not available Press the RELEASE button Exceptions Two conditions impact your ability to transfer callers to outside parties You cannot transfer calls to outside parties if All outside lines are busy The caller does not have calling privileges for the outside line requested 30 DEFINITY ECS Console Operations Placing callers on hold Placing callers on hold You can place up to 6 calls on hold You should place callers on hold if you cannot service them immediately or if you need to get back to the caller with information To place a call on hold 1 Press the lighted call appearance button 2 Greet the caller 3 Press the HOLD button To reenter a call that is on hold 1 Press the call appearance button that is on hold 2 Talk to the party A single party call that is
54. go dark in sequence from top to bottom a The timed reminder tone high pitched 0 5 second tone sounds 3 Release the Lamp Test switch Lamps return to their former state m The timed reminder tone silences 4 Close the panel 5 If needed press POS BUSY to return to normal mode Issue5 July 2001 81 Routine maintenance To test the display and lamps on a 302C D console 1 Press and hold the POS BUSY and VOLUME UP button simultaneously The following occurs repeatedly a All segments in the display turn on for several seconds while the top row of lamps cycle on and off m The 302D displays the console type firmware release and release date a Each row of lamps on the console and the selector console cycle on and off in sequence from top to bottom a The timed reminder tone high pitched 0 5 second tone sounds 2 Release the POS BUSY and VOLUME buttons Lamps return to their former state a The timed reminder tone silences 3 If needed press POS BUSY to return to normal mode Cleaning the console To clean the console use a slightly dampened paper towel or soft cloth Oily substances on the console may require considerable rubbing or the use of a mild cleaner such as window cleaner or desk and office cleaner If you use a cleaner do not apply it directly to the console instead apply it to the cloth then rub it onto the console Do not spill any type of liquid on the console Liquids spilled on
55. he display provides you with the following information a Linda Wagner Local te a The name of the calling line a a The calling party s name Linda Wagner a The type of outside line that the calling party tried to access Local m The type of call purpose in use tc you have control of outside lines for this call Issue 5 July 2001 57 Using the features Displaying outside line information This feature provides call information about outside calls This information appears on your display When parties on the other end of the call do not have this feature or faulty transmission causes information to be lost information may not appear as you expect With this feature the following information appears on your display Calling party s number The full number including the area code of the calling party Calling party s name The name associated with the calling party s phone Called party s number The full number including the area code of the called party Called party s name The name associated with the called party s number Special call status information Information about the changing status of a call gt NOTE Sometimes a billing number displays for a calling or called number For example the billing number for a pay phone might display rather than the pay phone number 58 DEFINITY ECS Console Operations Managing outside lines Choosing outside lines You can select a specifi
56. he receiver on a phone system administrator The person who maintains overall customer responsibility for system administration Generally all administration functions are performed from the Management Terminal The switch requires a special login referred to as the system administrator login to gain access to system administration capabilities T TAAS Trunk Answer from Any Station terminal A device that sends and receives data within a system See also administration terminal U Uniform Dial Plan UDP A feature that allows a unique 4 or 5 digit number assignment for each terminal in a multiswitch configuration such as a DCS or main satellite tributary system 90 DEFINITY ECS Console Operations Index Numerics 302A B console diagram 5 302C D console diagram 6 A abbreviated dialing 34 see speed dialing 34 accessing individual operators 63 activating don t split see don t split 62 alarm lamp 10 alarm reported lamp 10 maintenance communications 10 alarms alarm reported lamp 10 alarm maintenance required 10 alphanumeric display call purpose 17 call status 19 calling privileges 16 cover msg rt button 14 date time button 13 delete msg 14 incoming call button 15 inspect mode button 13 intgrtd directory 14 make call button 14 next button 14 normal mode button 13 stored number buttons 14 timer button 13 answering emergency calls 32 atnd lamp 8
57. ing states and so forth then the split swap operation is denied For outgoing trunk calls the state of the trunk is considered to be in talking state once the trunk is cut through or the trunk answer supervision timer times out The SPLIT button lamp remains lit during the split swap operation and the SPLIT button lamp flutters if the split swap operation is denied The SPLIT SWAP lamp stays off during the split swap operation During the split swap operation if you m press the SPLIT button then all parties are joined in conference and further presses of the SPLIT button or the SPLIT SWAP button are denied m press the RELEASE button then the active call and the split call are connected m press the HOLD button then the active call and the split call are connected and the connected call is put on hold m press the CANCEL button then the active will drops and the split away party joins with you as the active call 50 DEFINITY ECS Console Operations Assisting callers with special tools Example George calls you and you press the START button and dial Harry who answers At this point George is split away and Harry and you are in conversation If you wish to consult with George but do not want Harry on the same call with George then you can press the SPLIT SWAP button which will split Harry away and George is in conversation with you If you press the SPLIT SWAP button again then Harry will be active with you and Georg
58. lace CAS calls can on remote hold any time a caller wishes to wait However CAS calls cannot be placed on hold at a single line phone Transferring CAS calls To transfer a CAS call from a single line phone 1 Answer the call 2 Flash the switchhook 3 Dial the requested extension number 4 Hang up Placing CAS calls on remote hold To place a CAS call on remote hold from a single line phone 1 Answer the call Flash the switchhook Dial the remote hold feature access code Listen for the remote hold confirmation tone 3 short bursts of tone ed ne D Sa Hang up 80 DEFINITY ECS Console Operations RE Routine maintenance Routine testing and cleaning for your console is quite simple This chapter provides step by step procedures for testing your console describes cleaning procedures and discusses what you need to do in the case of a power outage Testing the console It is important for you to test your console s display and console lamps weekly If a problem occurs with the display or one of the lamps notify your system manager To test the display and the lamps on a 302A B console 1 Open the panel on the front of the console see Figure 1 on page 5 2 Press and hold the lamp test switch located at the left front of the console The following should occur a All lamps in the display should light for 2 seconds a Each row of lamps on the console and the selector console should light and
59. ll Distribution ACD ACD also refers to a work state in which an agent is on an ACD call AD See Abbreviated Dialing AD administer To access and change parameters associated with the services or features of a system administration terminal A terminal that is used to administer and maintain a system See also terminal appearance A software process that is associated with an extension and whose purpose is to supervise a call An extension can have multiple appearances Also called call appearance line appearance and occurrence See also call appearance ARS See Automatic Route Selection ARS attendant A person at a console who provides personalized service for incoming callers and voice services users by performing switching and signaling operations See also attendant console attendant console The workstation used by an attendant The attendant console allows the attendant to originate a call answer an incoming call transfer a call to another extension or trunk put a call on hold and remove a call from hold Attendants using the console can also manage and monitor some system operations Also called console See also attendant Automatic Alternate Routing AAR A feature that routes calls to other than the first choice route when facilities are unavailable Automatic Call Distribution ACD A feature that answers calls and then depending on administered instructions delivers messages appropriate for the caller and
60. llowed by a pause 2 Chime once again followed by a pause 3 Chime three successive times followed by a pause The chime sequence repeats up to 3 times If the paged party does not answer the call returns to you for further assistance You can page called parties in up to 9 locations one at a time or use a single designated access code or button to page the called party in all 9 locations at once Your system manager designates codes for each paging zone by assigning a The outside line buttons to function as paging buttons or a A sequence of numbers on your dial keypad that serves as the paging access code Example Rick Foylund company arbitrator is away from his desk when a call comes in for him Pat pages Rick with code calling access Rick hears his extension 113 chimed and calls Pat to answer the page Feature name Code Calling Access Procedures To page using chimes 1 Tell the caller that you are going to page the called party 2 Press the START button 3 Dial the code calling access code 4 Dial the paged party s extension Issue 5 July 2001 45 Using the features 5 One of the following occurs If you hear a confirmation tone 3 short bursts of tone the call parks on paged party s extension and the system pages the called party To drop out of the call before the paged and calling parties are connected press the RELEASE button To establish a 3 way call wait for the called
61. n the console The following messages repeat four times on the console display STANDBY MODE On hook Press Button On Left Side to Activate Console b Press the activate button on the left side of the 302D console The console is activated 3 Select one of the following two options If you are at the principal console press the NIGHT button if the Night lamp is lit If you are not at the principal console press the POS BUSY button Deactivating the console To deactivate the console 1 Select one of the following two options a If you are at the principal console press the NIGHT button a If you are not at the principal console press the POS BUSY button 2 Unplug the handset or the headset On the 302D console press the activate button on the left side of the console The console is deactivated The following messages repeat four times on the console display STANDBY MODE On hook Press Button On Left Side to Activate Console 28 DEFINITY ECS Console Operations Transferring calls to internal extensions Transferring calls to internal extensions You may receive outside calls that you need to transfer to internal extensions or internal callers may need for you to transfer them to an extension The process for both types of calls is the same To transfer calls to internal extensions 1 2 3 Press the lighted call appearance button Greet the
62. name is displayed press the NEXT button to advance to the next name 4 Press the MAKE CALL button to call the displayed number 5 Press another display mode button to exit Integrated Directory mode 64 DEFINITY ECS Console Operations Features for internal use Assigning main console operators Your system manager designates a console operator from a multi branch system to answer calls from more than one branch location Console operators located at each branch can answer calls for their branch but not another branch Example Since Widgets Inc combined operations with Widgets International system manager Kelly Ratliffe programs the console at Widgets International with the capability to answer calls at Widgets Inc too Pat can still answer calls from Widgets Inc but cannot answer calls that go to Widgets International On the other hand Lee Miller Widgets International operator can answer calls for both sites Feature name Inter PBX Attendant Calls Procedures Follow normal calling procedures Leaving messages Internal users can leave short preprogrammed call me messages for other internal users When the system stores a message the Message Waiting lamp on the called party s phone lights Example At Widgets Inc Pat receives numerous calls for president Randy Foxworthy that require personal attention When Randy is unavailable to take these calls Pat uses leave word calling to notify Randy th
63. ner that does not provide proper answer supervision signaling is in violation of Part 68 rules This equipment returns answer supervision signals to the public switched network when e Answered by the called station e Answered by the attendant Routed to a recorded announcement that can be administered by the CPE user This equipment returns answer supervision signals on all DID calls forwarded back to the public switched telephone network Permissible exceptions are e A call is unanswered e A busy tone is received e A reorder tone is received Canadian Department of Communications DOC Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications Le Pr sent Appareil Nom rique n met pas de bruits radio lectriques d passant les limites applicables aux appareils num riques de la class A pr scrites dans le reglement sur le brouillage radio lectrique dict par le minist re des Communications du Canada Trademarks DEFINITY is a registered trademark of Avaya Ordering Information Call US Voice 1 800 457 1235 US Fax 1 800 457 1764 non US Voice 1 410 568 3680 non US Fax 1 410 891 0207 Write Globalware Solutions 200 Ward Hill Avenue Haverhill MA 01835 USA Order Document No 555 230 890 Issue 5 July 2001 For additional documents refer to the Introduction You c
64. nes with an assigned CRSS ALERT button and all assigned pagers are notified that an emergency call has been placed The following information appears on Pat s display E Tom Bronaw 3041 EMERGENCY Feature name Crisis Alert Every User Responds Procedures If you work for a company that has more than one console or digital telephone that has been designated to respond to emergency calls the following occurs 1 Feature name The CRSS ALERT button flashes and a continuous ring alerts the designated consoles and digital telephones The display shows the current crisis alert overwriting any current display Because each console and digital telephone user must acknowledge each alert each user pushes the CRSS ALERT button turning off the ringing The CRSS ALERT button continues to flash Each user records the crisis alert information Each user pushes the CRSS ALERT button again and the lamp lights steady Each user pushes the CRSS ALERT button a third time and the lamp turns off and the display clears Crisis Alert Single User Responds Issue 5 July 2001 53 Using the features Procedures If you work for a company that has more than one console or digital telephone but only one user must respond to emergency calls the following occurs 1 The CRSS ALERT button flashes and a continuous ring alerts the designated consoles and digital telephones The display shows the current crisis
65. nsole Operations Continued on next page Tones heard through handset or headset ooo Table 5 Ringing and tones descriptions Continued Tone name Pitch Frequency Meaning Call Waiting Low 15 times a A call is waiting at the console and Ringback minute with the called party has been notified that decreasing the call is waiting volume during the last 0 2 second Incoming On off 0 5 second An incoming call is waiting to be Call Ringing low answered Calls Waiting On off 0 25 second One or more incoming calls are Queued low waiting to be answered Calls Timed high On for 0 5 A single party call is on hold for Reminder second off longer than the time allowed by your Attendant for 1 company This tone also occurs when Recall second someone on a conference call calls you or an unanswered transferred call returns to you Emergency On Off Siren like A tone that indicates an emergency Access high and This ringing tone is heard on the Ringing low latest models of the basic console and all models of the enhanced console Issue 5 July 2001 25 Understanding the console layout 26 DEFINITY ECS Console Operations RE Operating the console As a console operator you spend the majority of your day placing calls transferring calls and putting callers on hold You might also place a conference call or handle communications for an unexpected emergency This section des
66. ons with parent company Widgets International Since the companies are located in different cities system manager Kelly Ratliffe assigns personal extensions to each console operator Jonathan Livingston a telemarketer has a question specific to Widgets Inc so he calls Pat directly Issue 5 July 2001 63 Using the features Feature name Individual Attendant Access Procedures Your system manager programs console operator extensions to work the same as all other extensions in the system Using the internal directory You can retrieve names and their associated extensions from your console The number of names and extension depends on your switch type and release Example New Widgets Inc employee Linda Cassanov needs to find the extension for president Randy Foxworthy but she has not yet received a company telephone directory She uses the procedures outlined for Integrated Directory to find Randy s number Feature name Integrated Procedures Directory To search for an extension corresponding to a known name 1 Press the DIRECTORY button The console displays DIRI ECTORY PL BAS F ENT ER NAM E 2 Press the letters of the desired name on your keypad Start with the last name first Names with their corresponding extensions appear If the entered name is not in the directory the console displays NO MATCH TRY AGAIN 3 If a
67. our console in a Centralized Attendant Service CAS environment The rest of this book includes Chapter 2 Understanding the console layout describes and illustrates the basic and enhanced versions of the different console models It also describes information that appears on the console s display and tones heard at the console Chapter 3 Operating the console contains step by step instructions for placing calls transferring calls placing callers on hold placing conference calls and handling emergency calls Chapter 4 Using the features describes of features associated with the console and provides step by step instructions where applicable Chapter 5 Centralized Attendant Service describes CAS operations for handling CAS calls CAS night service and CAS backup procedures Chapter 6 Routine maintenance describes routine procedure for testing the console cleaning the console also contains information for handling the console after a commercial power failure This guide also contains a Glossary and abbreviations and an Index Issue5 July 2001 1 Introduction gt NOTE This guide does not cover operations associated with Hospitality Services and Automatic Call Distribution ACD Information on these features can be found in the following documents a GuestWorks and DEFINITY Enterprise Communications Server Hospitality Operations 555 231 742 R9 555 233 755 R8
68. party to answer then press the SPLIT button To hold the call on the console press the HOLD button or a If you hear a busy tone press the CANCEL button Report that the line is busy to the caller Take a message Press the RELEASE button Paging with voice paging When called parties are away from their phones you can page them with loudspeaker paging by parking their call then voice paging them to the extension where you parked their call If called parties do not answer their pages their calls automatically return to you for further assistance You can page called parties in up to 9 locations one at a time or use a single designated access code or button to page the called party in all 9 locations Your system manager designates codes for each paging zone by assigning m Outside line buttons to function as paging buttons or a A sequence of numbers on your dial keypad that serves as the paging access code Example Rick Foylund company arbitrator is away from his desk when a call comes in for him Pat parks the call for Rick and pages him to let him know which extension he needs to call to answer the page Feature name Loudspeaker Paging Access 46 DEFINITY ECS Console Operations Paging for called parties Procedures To page individuals 1 Tell the caller that you are going to page the called party 2 Press one of the following PAGE buttons for each of the 9 locations m PAGE ALL b
69. perator m Routing incoming calls through the console operator on page 41 m Covering calls from the console on page 41 Forwarding all calls on page 42 Backing up the console operator Your system manager can program your overflow calls to ring to one or more designated phone Example The marketing department just launched an infomercial about Widget Inc s self cleaning bathtubs Consequently the phones are ringing off the hook Chris answers Pat s overflow calls at his own phone Feature name Attendant Backup Procedures Your system manager programs this information into your console to occur automatically 40 DEFINITY ECS Console Operations Answering calls for another party Routing incoming calls through the console operator Your system manager can designate up to 50 listed directory numbers to come directly to you Example Widgets Inc president Randy Foxworthy wants Pat to screen all calls for him Kelly Ratliffe system manager programs all of Randy s calls to come directly to Pat When a salesman calls Pat takes a message When Randy s wife calls Pat sends the call through to Randy Feature name Multiple Listed Directory Numbers Procedures Your system manager programs this information into your console to occur automatically Covering calls from the console Your system manager designates unanswered calls to specified phones to ring through to yo
70. routes the call to an agent when one becomes available Issue 5 July 2001 85 Glossary and Abbreviations Automatic Call Distribution ACD split A method of routing calls of a similar type among agents in a call center Also a group of extensions that are staffed by agents trained to handle a certain type of incoming call Automatic Route Selection ARS A feature that allows the system to automatically choose the least cost way to send a toll call B barrier code A security code used with the Remote Access feature to prevent unauthorized access to the system BLF Busy Lamp Field bridge bridging The appearance of a phone s extension at one or more other phones bridged appearance A call appearance on a phone that matches a call appearance on another phone for the duration of a call C call appearance 1 For the attendant console six buttons labeled a f used to originate receive and hold calls Two lights next to the button show the status of the call appearance 2 For the phone a button labeled with an extension and used to place outgoing calls receive incoming calls or hold calls Two lights next to the button show the status of the call appearance Call Detail Recording CDR A feature that uses software and hardware to record call data same as CDRU CAS Centralized Attendant Service or Call Accounting System CDR See Call Detail Recording CDR Class of Restriction COR A feature that
71. rvice Issue 5 July 2001 75 Centralized Attendant Service CAS associated tones In addition to the standard console tones a CAS console has the following call identification tones Table 9 Ringing and tones descriptions Tone Pitch Frequency Meaning Listed on off low three short Identifies a call from an outside line Directory bursts Number 0 on off single Identifies a branch location call to the low console operator Recall on Call low single Routes unattended calls on call waiting to Waiting you Recall on on off 4 6 cycles Routes unattended remote hold calls to you Remote Hold low Recall on Don t medium 25 second Routes unanswered calls to you Answer Incoming Call determined determined Identifies the calling branch location Identification by system by system manager manager CAS display In addition to standard display information you can view the following incoming calls information from branch locations Table 10 Incoming branch location displays Type of call Display shows Listed Directory Number Incoming outside line name Dial 0 Caller s name and extension Remote hold recall Others Including Coverage Calls Caller s name and extension Name and number of the outside line dedicated for handling branch calls DEFINITY ECS Console Operations CAS operating procedures CAS operating procedures Operating procedures for CAS environments work similarly
72. rward calls to another extension for a lunch break With this feature you can bypass a diversion feature to access a desired party Diversion features include Send All Calls Call Coverage Call Forward and Busy Don t Answer Example The vice president of design and development Renee Gebner is working on a tight deadline She needs uninterrupted time to complete her project so she forwards all incoming calls to her voice mail Pat receives an urgent call for Renee and overrides the call forwarding that Renee implemented to reach her at her extension Feature name Attendant Override of Diversion Features Procedures To override diversion features 1 2 3 Press the OVERRIDE button Dial the desired number Proceed with your current operation 52 DEFINITY ECS Console Operations Assisting callers with special tools Notification of emergency calls Your system manager decides whether one or more attendant consoles one or more digital telephones and up to 3 pagers will receive notification of emergency calls When system users dial an emergency service agency telephone number for example 911 these devices are notified that an emergency call was made Example Edward Murrow Widgets Inc salesman just fell down a flight of stairs breaking his leg Tom Bronaw who was nearby calls the emergency service agency telephone number for example 911 As soon as the call is made all consoles and digital telepho
73. s LOCAL SF 1 Note Buttons are labeled se FO L 4 a as an example only J RU g O Control O O 0 RCE O Control O O O O O Warning O O O O O O Warning O ie O O Busy Busy l CHI PHIL BOST ATL NY LOCAL LA STL DR DAL MIA SF Figure 3 Sample outside lines buttons and lamps Issue 5 July 2001 7 Understanding the console layout Call appearance buttons and lamps The call appearance buttons and lamps allow you to answer calls place calls or identify when calls are placed on hold They include a A call appearance button for answering or placing calls a An Atnd lamp that lights when you answer or place a call This lamp flashes when an incoming call comes to the console or when a transferred call returns to the console a A Hold lamp that lights when you place a call on hold This lamp flashes when a call remains on hold longer than the acceptable time limit that is programmed on your console 1 O Hold lamp O ls cpr Attendant lamp 2 re l lt 4 Call appearance button g l l a a l F Mts Ss J g a E O O O O o 1 P a b c d e f Figure 4 Call appearance buttons and l
74. s you must press to complete an operation Using Auto Start You can initiate a calling procedure by pressing any button on your dial keypad without pressing the START button Example Phone calls to Widgets Inc exceed 300 per day Pat scrambles constantly to meet the demands of incoming calls The system manager Kelly Ratliffe programs Auto Start to save Pat precious seconds Feature name Auto Start Procedures Your system manager programs this feature into your console to occur automatically Speed dialing With speed dialing you can dial a frequently used number by entering a code or pressing a button You can use it to a Place local long distance or international calls a Activate features a Access computer equipment at another location Example Pat orders office supplies for the executive offices She purchases all Widget Inc supplies from the same vendor So Pat asks the system manager Kelly Ratliffe to add the vendor s number to the abbreviated dialing list Kelly programs the new number and gives Pat the code assigned to the vendor s number Now Pat dials 12 every time she wants to call the office supply vendor 34 DEFINITY ECS Console Operations Speeding up the console Feature name Abbreviated Dialing Procedures To use speed dialing 1 Obtain an abbreviated dialing list from your system manager 2 Press the code or button assigned by your system manager to reach a desired number
75. s for internal use Procedures To retrieve messages 1 Press the COVER MSG AT button Messages display on the display 2 Read messages if any to the system user 3 Press one of the following buttons for more options m NEXT Displays the next stored message or displays END OF MESSAGES m DELETE MSG Delete Message Deletes the displayed message m MAKE CALL Automatically returns the call requested by the currently displayed message Using night service Your console can automatically answer incoming calls without your assistance Example Widgets Inc has a prerecorded message for people who call after hours When Pat leaves work each night she places the console in night service and callers hear the after hours message Feature name Night Service Procedures To activate Night Service 1 Press the NIGHT button To deactivate Night Service 1 Press the NIGHT button Issue 5 July 2001 67 Using the features Routing calls economically Your system can route outgoing calls in the most economical way based on the time of day and the day of the week Your system manager designates one of up to eight routing plans as the standard routing plan for each day of the week Your system manager however may alter the routing plan with Manual Override or Clocked Manual Override Manual Override When you activate Manual Override the currently active routing plan chang
76. s listed above 3 Press the ACTIVATION DEACTIVATION button to deactivate the service gt NOTE System initialization does not automatically activate VIAS After a warm RESTART button operation VIAS remains activated RECOVERY and cold RESTART button operations do not automatically activate VIAS even if it was activated before the RECOVERY or RESTART button attempt When the attendant console busyouts and VIAS is active VIAS automatically deactivates Issue 5 July 2001 73 Using the features 74 DEFINITY ECS Console Operations eee Centralized Attendant Service Centralized Attendant Service CAS allows multi switch systems at more than one location to consolidate console operators at one location This location is CAS main The other locations typically without console operators are CAS branches Differences in a CAS environment Managing calls in the CAS environment is primarily the same as in standard environments However some differences occur because CAS environments use a dedicated outside line to manage branch calls This section identifies the differences between standard operations and CAS operations and describes how to use features in a CAS environment The following features do not function in a CAS environment a Attendant Auto Manual Splitting a Attendant Conference The following features function differently in a CAS environment a Tones a Display a Transferring calls a Night se
77. s peers and your managers Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to e Installation documents e System administration documents Security documents e Hardware software based security tools e Shared information between you and your peers Telecommunications security experts To prevent intrusions to your telecommunications equipment you and your peers should carefully program and configure your e Avaya provided telecommunications systems and their interfaces e Avaya provided software applications as well as their underlying hardware soft ware platforms and interfaces e Any other equipment networked to your Avaya products Federal Communications Commission Statement Part 15 Class A Statement The 302A 302B 302C and 302D consoles have been tested and found to comply with the limits for a Class A digital device pursuant to Part 15 of the FCC Rules 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 interf
78. s you to know more than the standard operating procedures outlined in the previous chapter For example you may be the guardian of your company s long distance calling privileges This chapter describes features available at your console You may not have every feature described in this chapter To obtain a list of your company s features and their associated access codes check with your system manager Information for each feature discussed in this chapter includes a brief feature description an example that illustrates the feature the feature s official name and step by step procedures for using the feature The following procedures are described m Speeding up the console on page 34 a Handling multiple party calls on page 36 m Answering calls for another party on page 40 a Paging for called parties on page 44 a Assisting callers with special tools on page 49 m Managing outside lines on page 57 m Features for internal use on page 60 The examples in this chapter are based on a fictitious company Widgets Inc that produces self cleaning bathtubs The console operator for Widgets Inc Pat Davis manages calls for this 500 employee company Issue 5 July 2001 33 Using the features Speeding up the console Your system manager can program features described in this section to save time in a fast paced environment Features in this section reduce the number of button
79. ser took the handset off hook and did not dial a feature access code the call rings at the attendant console after a predetermined amount of time usually 10 seconds after dial tone stops The following displays a Tom Roberts Ext 8345 00 in EMRG Q 2 Follow your local procedures for handling emergencies gt NOTE Even if the attendant console is in night service the call still rings at the attendant console but it can be answered at the backup telephone with Trunk Answer Any Station or from a designated emergency redirection telephone Placing a series of calls You can manage a series of calls for parties who call you from outside lines needing to speak to a number of system users without calling back to the console each time With this feature the caller returns to you when the first called party hangs up You then can transfer the caller to the next party and continue the process until all calls are complete Examples Widgets Inc researcher Susan Bealan is in a remote part of the world locating natural resources for manufacturing environmentally safe bathtub cleanser She needs to talk to several people at Widgets Inc and wants to ensure that she does not lose contact with the company s phone system Pat uses Serial Calling to place a series of calls for Susan Feature Name Attendant Serial Calling Issue5 July 2001 55 Using the features Procedures 56 To manage a serial call
80. should not be changed for normal operation v Volume A Ringer Select Timer Timer is the default feature for this button However this feature may be changed via system administration resulting in a different button name phdf302r KLC 042501 Figure 8 Volume control and option selector buttons 20 DEFINITY ECS Console Operations Volume control and option selector buttons The volume control buttons have an 4 up button a down button and the SELECT button is used to select a different tone or option To adjust the volume or to select an option on your console 1 Press and release the 4 up button or down button to activate the display Press the SELECT button to choose the type of tone you wish to adjust or the option that you wish to change Press and release the a up button to increase the volume or the down button to decrease the volume Use these same buttons to change option settings Press any other button on the console to complete this task Issue 5 July 2001 21 Understanding the console layout Selector console The Selector Console allows you to transfer calls and determine the status of an extension It has two groups of buttons and lamps the Hundreds Group Select HGS and the Direct Extension Selection DXS with Busy Lamp Field BLF The basic selector console has 8 HGS buttons th
81. t m Scheduled daily routing plan goes into effect immediately Issue 5 July 2001 69 Using the features Clocked Manual Override This option lets you specify the day and time to override the scheduled Time of Day routing plan You also can specify a deactivate day and time or you can manually deactivate Clocked Manual Override In the following procedure a number from 1 through 8 specifies the desired routing plan a number from 1 through 7 specifies the day 1 is for Sunday and 7 is for Saturday The time is specified in military hours 0000 for 12 00 midnight and 2359 for one minute before midnight To activate Clocked Manual Override gt NOTE The CLOCKED OVERRIDE lamp is lit if this option is already active 1 Press the CLOCKED OVERRIDE button m The CLOCKED OVERRIDE lamp lights The first line of the display shows ENTER ACTIVATE ROUTE PLAN DAY amp TIME 2 Use the touch tone dialpad to enter the following in the order shown Press the 1 through 8 button to specify the routing plan and the 1 through 7 button to specify the day 0000 through 2359 to specify the hour m The CLOCKED OVERRIDE lamp remains steadily lighted The display shows ROUTE PLAN x FOR yyy ACT TIME zz zz Where x is the routing plan number yyy is the 3 letter abbreviation for the day of the week and zz zz is the activation time gt NOTE If you enter any invalid information the Clocked
82. the console damage the electronic components 82 DEFINITY ECS Console Operations Commercial power failure Commercial power failure If commercial power fails the system s battery backup keeps your console operating for a short time When this short time expires the power failure transfer automatically activates and the console does not function When power returns consoles return to normal operation On the 302D you must press the activate button When power fails all active calls and all calls on hold are lost Also a power failure affects the following features that require corrective action a Attendant Control of Trunk Group Access Reestablish control of desired outside lines a Call Forwarding All Calls Reactive Call Forwarding All Calls for desired extension numbers a Controlled Restrictions Reestablish control of desired phones or groups of phones m Night Service Reactivate Night Service as desired Issue 5 July 2001 83 Routine maintenance 84 DEFINITY ECS Console Operations RE Glossary and abbreviations A AAR See Automatic Alternate Routing AAR Abbreviated Dialing AD A feature that allows callers to place calls by dialing just one or two digits AAR Automatic Alternate Routing ACD See Automatic Call Distribution ACD access code A 1 2 or 3 digit dial code used to activate or cancel a feature or access an outgoing trunk ACD See Automatic Ca
83. ting calls economically 68 timer select button 6 timer button 13 tones 24 CAS associated tones 76 transferring calls 29 30 externally 30 internally 29 outside numbers 30 transferring CAS calls 77 78 80 U user calling privileges 16 using call waiting 49 using night service 67 using the internal directory 64 94 DEFINITY ECS Console Operations V VIAS see Visually Impaired Attendant Service Visually Impaired Attendant Service 72 volume ringer volume control 20 volume control 20 W warning lamp 7 We d like your opinion We welcome your feedback on this document Your comments can be of great value in helping us improve our documentation DEFINITY Enterprise Communications Server Console Operations 555 230 700 Issue 5 July 2001 1 Please rate the effectiveness of this document in the following areas Excellent Ease of Finding Information Clarity Completeness Accuracy Organization Appearance Examples Illustrations Overall Satisfaction 2 Please check the ways you feel we could improve this document O Improve the overview introduction O Make it more concise O Improve the table of contents O Add more step by step procedures tutorials O Improve the organization O Add more troubleshooting information O Add more figures O Make it less technical O Add more examples O Add more better quick reference aids O Add more detail
84. u Example Widgets Inc takes great pride in providing human contact for all persons calling customer service representatives The system manager Kelly Ratliffe has programmed all customer service representative phones to go to coverage When Suzanne Jones customer service representative is busy on a call an incoming call routes to Pat Feature name Call Coverage Issue5 July 2001 41 Using the features Procedures Table 6 describes the information that displays on your display when call coverage calls come to your console Table 6 Call Coverage display information Display Meaning Borb The called party is already on a call Your console displays the caller s number and the unanswered phone s number d Nobody answered this phone or the calling party sent the call to coverage Your console displays the caller s number and the unanswered phone s number s All calls that come to this number are sent temporarily to coverage Forwarding all calls You can forward all calls or remove forwarding for all calls for any extension in the system except the console Exception Ask your system manager if you work in a Distributed Communications System DCS environment If you do the forwarded to telephone number must not m Be longer than 10 digits The 10 digits can include a 3 digit access code followed by a typical 7 digit telephone number m Include authorization codes Authorization codes
85. uired System automatically contacts your maintenance provider Alarm Lighted Successful n a Alarm Reported communication to your maintenance provider Unsuccessful communication to your Flashing maintenance provider Contact your system manager Maintenance problem resolved Dark n a Calls Waiting Lighted Call is waiting to be Answer call at your earliest answered convenience 10 DEFINITY ECS Console Operations Continued on next page Dialing keypad and call processing area Table 1 Call processing lamps Continued Lamp name Condition Meaning Action Calls Waiting Lighted Maximum number of Answer calls as soon as Warning calls are in the waiting possible or get assistance queue Individual Calls Lighted Call to your personal Answer call as soon as Waiting extension needs to be possible answered Pos Avail Lighted Console available for n a incoming calls One of the following n a Dark conditions exists m You are on a call A call has arrived at the console a The handset or headset is unplugged You pressed the POS BUSY button You placed the system in night service mode Issue 5 July 2001 11 Understanding the console layout Feature buttons and lamps The features buttons and lamps of your console allows you to perform standard and specialty operations Your console is configured with features purchased by your company Your system manager can provide a list of
86. unications systems PRI runs at 1 544 Mbps and as used in North America provides 23 64 kbps B channels voice or data and one 64 kbps D channel signaling The D channel is the 24th channel of the interface and contains multiplexed signaling information for the other 23 channels principal A terminal that has its primary extension bridged on one or more other terminals principal user A person to whom a telephone is assigned and who has message center coverage private network A network used exclusively for the telecommunications needs of a particular customer public network The network that can be openly accessed by all customers for local and long distance calling Q queue An ordered sequence of calls waiting to be processed S SAC Send All Calls simulated bridged appearance The same as a temporary bridged appearance allows the terminal user usually the principal to bridge onto a call that had been answered by another party on his or her behalf single line phone A phone served by a single line tip and ring circuit models 500 2500 7101A 7103A split See AD status lamp A green light that shows the status of a call appearance or a feature button by the state of the light lit flashing fluttering broken flutter or unlit Issue 5 July 2001 89 Glossary and Abbreviations switch Any kind of telephone switching system See also communications system switchhook The buttons located under t
87. ures To place a conference call 1 Call internal or external party number 1 Press the START button Call the internal or external party number 2 Press the SPLIT button Both parties are connected Repeat steps 2 through 4 for additional parties OS A A N Press the HOLD button 36 DEFINITY ECS Console Operations Handling multiple party calls Locking out the console operator Your system manager programs the console to prevent you from reentering a multi party call that you initiated Parties on these calls however can contact you Example Widgets Inc is undergoing a merger Company president Randy Foxworthy requests numerous conference calls to discuss highly confidential information To protect the confidentiality of the conversations the system manager Kelly Ratliffe programs the console with Attendant Lockout Because no one can enter the conference call Randy can conduct his calls with guaranteed privacy Feature name Attendant Lockout Procedures Your system manager programs this feature into your console to work automatically If you try to reenter the call the Hold lamp for this call 1 Flutters for 2 seconds 2 Returns to a solid lighted state Recalling the console operator System users who are on multi party calls that are held at the console can recall you for assistance You must explain to the users on the held call how to recall you Example Robert Planter vice presid
88. utton if provided a Keypad buttons to dial an access code 3 Page the called party to tell them which extension to call to answer their call Unanswered pages return to you for further assistance If the allotted time for paging announcements expires during the page the call disconnects and you hear an intercept tone alternating high low siren like tone or fast busy tone Paging with deluxe voice paging This feature combines call park and loudspeaker paging You can page a caller to call an extension or call you You also can add a paged party to an existing conference call You can page called parties in up to 9 locations one at a time or use a single designated access code or button to page the called party in all 9 locations Your system manager designates codes for each paging zone by assigning Outside line buttons to function as paging buttons or m A sequence of numbers on your dial keypad Example Robert Planter vice president of public relations is on a conference call with musician Larry Browning and stand up comedian Cindy Wittner to plan for an upcoming community fund raising event Robert wants Larry and Cindy to present their ideas to executive vice president Cathi Henrique Pat pages Cathi When Cathi answers her page Pat adds her to the existing conference call Feature name Loudspeaker Paging Access Deluxe Issue 5 July 2001 47 Using the features Procedures To page individuals
89. y and display buttons 13 Displaying call related information 15 Call purpose 17 Call status 19 m Volume control and option selector buttons 20 m Selector console 22 m Tones heard through handset or headset 24 ay Operating the console 27 m Activating the console 28 m Deactivating the console 28 m Transferring calls to internal extensions 29 m Transferring calls to outside numbers 30 m Placing callers on hold 31 m Connecting two or more callers 31 m Answering emergency calls 32 Issue 5 July 2001 iii Contents Using the features m Speeding up the console Using Auto Start Speed dialing Holding calls automatically Handling multiple party calls Connecting multiple callers Locking out the console operator Recalling the console operator Paging with deluxe voice paging Answering calls for another party Backing up the console operator Routing incoming calls through the console operator Covering calls from the console Forwarding all calls Paging for called parties Parking calls Chime paging Paging with voice paging Paging with deluxe voice paging Assisting callers with special tools Using Call Waiting Split Swap Interrupting a call Overriding diversion features Notification of emergency calls Providing emergency access to the operator Placing a series of calls m Managing outside lines Controlling access to outside lines Displaying outside line information Choosing outside lines

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