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AT&T Telephone 75 User's Manual

1. Attendant Call Waiting This feature allows a call extended from the console to a busy single line voice terminal inside the system to wait at the called terminal Call Waiting is automatic After the extension number is dialed the attendant hears Call Waiting ringback tone and the busy voice terminal user hears a 2 burst tone You must tell the calling party that the extension is busy and the call is waiting before pressing the Release button not after call returns When you put a call in call waiting and press the Release button the call is off the console other calls can be handled If the call is not answered before a preset time expires the call returns to a console The Atnd lamp at an idle call appearance flashes timed reminder tone is heard and the call identification and call purpose are displayed Answer the returning call the same way that you answer any incoming call Refer to Timed Reminder for more information on handling a returned call CHAPTER 4 USING THE FEATURES To tell a caller that the extended call is waiting 5 1 Press Split Console is reconnected to the caller e Split lamp goes dark Call waiting ringback tone is now heard by caller 2 Tell the caller that the call is waiting 3 Press Release e Procedure complete unless waiting call returns to the console Attendant Conference This feature allows the attendant to arrange a conference c
2. 2 34 CHAPTER 2 DESCRIPTION Timed Reminder Tone A high pitched tone on for about 1 3 second and off for about 1 second indicates that a single party call has been on hold at the console for longer than the preset time This tone is also heard when the Attendant Recall feature is activated and when an unanswered attendant extended call returns to the console Emergency Access Tone V3 and Generic 1 A special tone that indicates there is an Emergency Access call to the attendant This tone is heard only on the latest models of the Basic Console and all models of the Enhanced Console 2 35 CHAPTER 3 OPERATING THE CONSOLE CHAPTER 3 OPERATING THE CONSOLE This chapter contains the procedures that you must use to answer place release split extend and hold calls You will also apply these procedures in whole or in part to other call handling tasks such as activating some of the attendant and system features Activating and Deactivating the Console Activate turn on the console by plugging in the handset or the headset If the Night lamp is lighted and you are the primary attendant press Night to put the primary console and any other daytime consoles into normal day service Deactivate turn off the console by pressing Night or by unplugging the handset or the headset is described in Answering Calls An incoming call is identified by 1 burst repetitive ringing a dark Pos Avail lamp and a flashing Atn
3. 2 10 Releases the attendant from a call and readies the console for the next call Any other parties on the call remain connected Lamps CHAPTER 2 DESCRIPTION Alarm and Alarm Reported Enhanced or Alm Ack Alarm Acknowledge Basic The Alarm or Alm lamp left lamp lights when a system alarm is detected Both lamps light when the Customer Support Service Organization CSSO is notified The Alarm Reported lamp or the Ack lamp flashes if the system was unable to notify the remote maintenance center Both lamps go dark when the alarm condition is cleared or when there is no alarm Calls Waiting Enhanced and Basic and Calls Waiting Warning Enhanced The Calls Waiting lamp lights when calls made to the attendant group number 0 or the listed directory number are waiting in the attendant group queue to be answered The Calls Waiting Enhanced lamp and the lamp on the left on the Basic lights when at least one call is waiting to be answered The Calls Waiting Warning Enhanced lamp and the lamp on the right on the Basic lights when the calls waiting exceed the limit preset by the System Manager for the system Calls waiting in the queue of the attendant s individual extension number are indicated by the top lamp over the Forced Release button all system versions of basic console except V1 or the Individual Calls Waiting lamp enhanced console only Individual Calls Waiting Enhanced Console Only The Individual
4. DEFINITY amp Communications System Generic 1 and System 75 555 200 723 Hospitality Operations Contains the procedures for using the system s hospitality services These services include a group of system based features that support the lodging industry Hotels and motels use the features to improve their property management and to provide assistance to their employees and clients AT amp T System 75 Automatic Call Distribution ACD Supervisor 555 200 724 Instructions Provides information for use by supervisors after training is completed The various ACD features are described and the procedures for using them are provided in this document The information in this document applies only to Release 1 Version 3 and Generic 1 systems AT amp T System 75 XE System Description 555 201 200 Provides a technical description of the system hardware environmental and space requirements and parameters This document also provides a brief description of features and services DEFINITY Communications System Generic 1 Installation and Test 555 204 104 Provides the information necessary to perform the tasks of installing and testing the system s common equipment Includes a description of the necessary tools and equipment DEFINITY Communications System Generic 1 Maintenance 555 204 105 Provides the information necessary for monitoring testing and maintaining the system It is intended to cover many of the faults and trou
5. Split lamp goes dark e Procedure complete If the called party declines to talk to the caller press Cancel e Console is connected to the caller again Split lamp goes dark Explain to the caller that the called party is not available Take a message or ask the caller to try again later then press Release e Procedure complete CHAPTER 3 OPERATING THE CONSOLE 9 If the called party is busy or does not answer press Cancel Outgoing call is canceled Call progress tone stops Console is connected to the caller again Split lamp goes dark Explain to the caller that the called party cannot be reached Take a message or ask the caller to try again later then press Release e Procedure complete 10 To set up a 3 way connection press Split before or after the called party answers Console caller and called party are connected together Split lamp goes dark e Procedure complete To extend an incominq trunk call to an outside number 1 After answering the incoming call tell the caller that you are going to break the connection temporarily split while you call the other party 2 Call the desired party using the normal procedures for placing an outgoing trunk call Split lamp lights If a trunk is not available reorder tone is heard press Split to reconnect to the caller Ask the caller to try again later 3 Use one of the following steps 4 through 7 to complete the call 4
6. This chapter provides brief descriptions and step by step operating procedures for the Switch features except those associated with Hospitality Services and Automatic Call Distribution that you can use at the attendant console The features are presented alphabetically For detailed discussions of all the attendant features refer to DEFINITY amp Communications System Generic 1 and System 75 Feature Description 555 200 201 Procedures for Hospitality and Automatic Call Distribution features are in the following documents DEFINITY Communications System Generic 1 and System 75 Hospitality Operations 555 200 723 AT amp T System 75 Automatic Call Distribution ACD Agent Instructions 555 200 722 Z AT amp T System 75 Automatic Call Distribution ACD Supervisor Instructions 555 200 724 Abbreviated Dialing V2 V3 and Generic 1 Systems Abbreviated Dialing AD provides up to three lists of stored numbers that any attendant can access for placing calls and activating features This feature reduces the number of button strokes required for dialing and makes calling more error free The attendant console AD lists are programmed by the System Manager who can also assign feature buttons to some positions on the lists to allow one button dialing of selected numbers Multi digit numbers can be called by dialing a list code followed by an entry number on the list or even more quickly by pressing a button associate
7. ENTER DEACTIVATION DAY amp TIME 4 40 CHAPTER 4 USING THE FEATURES 5 Enter the following in the order shown 1 through 7 to specify the day 0000 through 2359 to specify the hour Display shows ROUTE PLAN x FOR yyy DEACT TIME zz zz Where x is the routing plan number yyy is the 3 letter abbreviation for the day of the week and zz zzis the deactivation time 6 Press Clocked Override or Normal Mode Lamp at Clocked Override remains steadily lighted Clocked Manual Override is active To manually deactivate Clocked Manual Override 1 Press Clocked Override Lamp at Clocked Override goes dark e Scheduled daily routing plan goes into effect immediately Timed Reminder This feature sends a special ringing tone to the attendant under the following conditions A call has been on hold at the console longer than a preset length of time and needs attention Z An extended call has not been answered within a preset length of time and has returned to the console The timed reminder expiration times are administered separately for held calls and unanswered extended calls When the time for a held call expires the Hold lamp at the call appearance button flashes the attendant hears timed reminder tone When an extended call is not answered before the time expires the Atnd lamp at an idle call appearance button flashes the attendant hears timed reminder tone An extended call can also be held
8. Time of Day Routing feature G1 systems only Silences ringing associated with incoming calls Displays call related information for a call on hold Accesses the Integrated Directory Allows the attendant to access local trunk groups on system G1 only Activates Leave Word Calling leaves a message for a called party to return a call Cancels a LWC message Associated lamp indicates that the assigned System Communication Interface link has failed Associated lamp indicates that a major alarm in the system is active Makes the console in a hunt group unavailable to incoming calls to the group V1 and V2 CHAPTER 2 DESCRIPTION Table 2 A Attendant Console Feature Buttons Contd TYPICAL BUTTON LABEL H 5 WHAT THE BUTTON DOES Places a call to an extension number associated with a displayed message or Integrated Directory listing Prevents the user from becoming available for new ACD calls upon completion of an ACD call by automatically placing the agent in the after call work mode Associated lamp indicates that a message is left for another user and also turns on Msg Waiting lamp at another voice terminal Turns on the message indicator at a specified voice terminal feature V8 and G1 Turns off the message indicator at a specified voice terminal Hospitality Services feature V3 and G1 Displays the next message or next name in directory Puts hunt group in night service Puts tru
9. Z Lamp lighted facility busy Even though the facility is busy it may still be called Another call appearance may be idle on a multi appearance voice terminal or the Attendant Call Waiting feature may be activated for a single line voice terminal ZLamp lighted if station is a phantom extension number administered without hardware translation 2 Press Busy button associated with monitored facility Z Atndlamp at idle call appearance button lights Pos Avail lamp goes dark Z Lamp at Busy button lights steadily Normal call progress tones heard 3 Continue call in normal way Facility Busy Indication lamps may also be used as alarm indicators at the console Refer to Console Alarm Indicators in Chapter 8 CHAPTER 4 USING THE FEATURES Facility Test Call This feature allows authorized personnel to place test calls to specific trunks touch tone receivers time slots and system tones Your System Manager will tell you if you are authorized to use this feature Detailed information on using this feature can be found in the Trouble Clearing Aids section in AT amp T System 75 Maintenance 555 200 105 and in DEFINITY8 Communications System Generic 1 Maintenance 555 204 105 Individual Attendant Access V2 V3 and Generic 1 Systems This feature allows users to access a specific attendant console in a system that has more than one console Each attendant console can be assigned an individual e
10. f you are not going to announce the call press Release as soon as the call starts ringing Calling party is connected to the ringing line Split lamp goes dark Procedure complete 3 12 CHAPTER 3 OPERATING THE CONSOLE 5 f you are going the announce the call wait for the called party to answer If the called party accepts the call press Release Caller is connected to the called party Split lamp goes dark Procedure complete If the called party declines to talk to the caller press Split after the called party hangs up e Console is connected to the caller again Split lamp goes dark Explain to the caller that the called party is not available Take a message or ask the caller to try again later then press Release e Procedure complete 6 If the called party is busy or does not answer press Cancel Outgoing call is canceled e Call progress tone stops e Console is connected to the caller again Split lamp goes dark Explain to the caller that the called party cannot be reached Take a message or ask the caller to try again later then press Release e Procedure complete 7 To set up a 3 way connection press Split before or after the called party answers e Console caller and called party are connected together Split lamp goes dark To drop out of a 3 way connection press Release e Procedure complete CHAPTER 4 USING THE FEATURES CHAPTER 4 USING THE FEATURES
11. on a tie trunk also referred to as an outside call Feature A specifically defined function or service provided by the system Feature Button A labeled button on a voice terminal or attendant console designating a specific feature Intercept Tone An alternating high and low tone indicates a dialing error or denial of the service requested Interface A common boundary between two systems or pieces of equipment Internal Call A connection between two users within the system also referred to as an inside call CHAPTER 11 GLOSSARY Link A transmitter receiver channel or system that connects two locations for example the link between the System and the customer supplied Property Management System Principal User In terms of Call Coverage or Bridging a person for whom a call was originally intended Private Network A network used exclusively for handling the telecommunications needs of a particular customer Public Network The network that can be openly accessed by all customers for local or long distance calling Queue An ordered sequence of calls waiting to be processed Queuing The process of holding calls in order of their arrival to await connection to an attendant to an answering group or to an idle trunk Calls are automatically connected in first in first out sequence Recall Dial Tone Three short bursts of tone followed by steady dial tone indicates the system has completed some act
12. queue For Enhanced Consoles the Individual Calls Waiting lamp located in the Call Processing Area lights CHAPTER 2 DESCRIPTION Night Places switch in night service Then only the console administered as the night console will receive calls to the attendant group Also trunk group calls other than calls on trunk groups with individual Trunk Group Night Service will go to their assigned night destination The primary and daytime consoles are placed in the Night Service mode when the attendants go off duty This makes the night console available for calls When the daytime attendants return to duty the Night button is pressed to deactivate the Night Service mode The Night button must be activated deactivated at the principal s console The lamp associated with the Night button lights at all consoles and voice terminals when the Night Service feature is activated and goes dark when the feature is deactivated Pos Busy Position Busy Places the console in a busy mode Incoming calls to the attendant group cannot be received however calls can be originated With V1 systems Position Busy is denied if all other attendant positions are in the busy mode With all other system versions all attendants can be in the Position Busy mode at the same time If all other attendants are in the Position Busy mode and the last available attendant activates Pos Busy the top lamp or the only lamp of a single lamp button of the Pos
13. selects the most preferred route normally the least expensive route for long distance calls 4 6 CHAPTER 4 USING THE FEATURES You will place or extend AAR ARS calls the same way that you place or extend other calls except that you dial the AAR ARS access code and the outside number instead of dialing a trunk access code or pressing a Trunk Group Select button and dialing the number If intercept tone is heard after dialing the call is not authorized If reorder tone fast busy is heard or if the called party is busy try the call later Automatic Circuit Assurance V2 V3 and Generic 1 Systems Refer to the description of this feature in Chapter 8 Using The Console To Troubleshoot the System Busy Verification of Terminals and Trunks V2 V3 and Generic 1 Systems Refer to the description of this feature in Chapter 8 Using The Console To Troubleshoot the System Call Coverage The Call Coverage feature redirects unanswered internal and or Direct Inward Dialing DID calls to an alternate answering position The DID calls are placed by an outside caller and go directly to the called extension without your assistance The console can be an alternate answering position When a call is redirected through the Call Coverage feature to the console the alphanumeric display identifies the calling and called P ER e e DER os and shows a Call purpose entier ae sl and The call purpose codes are explained under Alpha
14. the call is routed to a local attendant console not the IAS attendant If an IAS attendant extends an IAS call to an extension on the main system and the call goes unanswered after an administered time the call is routed to the IAS attendant by the main system If an IAS attendant extends an IAS call to an extension on a branch system and the call goes unanswered after an administered time the call is not returned to the IAS attendant Call Coverage On a branch system with IAS in effect a call skips a coverage point that is the attendant group 0 Night Service The IAS is deactivated when the branch system is put into night service and is reactivated when the branch system is put into day service Special Treatment On a branch system the direct inward dialing and advanced private line termination calls that cannot be completed are routed to an IAS attendant if the attendant group is administered as the DID Intercept Treatment destination and IAS is in effect Calls from advanced private line termination trunks with first digit O are routed to an IAS attendant Timed Reminder of One Party Held Call On a branch system when the held time for a local attendant held call a call that is held by a local attendant expires the timed reminder goes to the local attendant console where the call is held regardless of whether IAS is in effect If an IAS attendant holds an IAS call the main system routes the timed reminder to t
15. using a Trunk Group Select button Steps 4 and 5 2 Press Start e Dial tone Atnd lamp at idle call appearance button lights Pos Avail lamp goes dark 3 Dial the trunk access code and listen for call progress tone e Second dial tone valid code go to Step 6 Reorder tone no outgoing trunk available go to Step 8 or 9 e Intercept tone invalid code go to Step 8 or 9 4 Check the status of the Trunk Group Select lamps No lamps lighted trunk available go to Step 5 Busy lamp lighted all trunks in the group are busy try again later e Warn lamp lighted some trunks are busy select an alternate trunk group if possible or go ahead and use this group per Step 5 3 4 CHAPTER 3 OPERATING THE CONSOLE 5 Press Trunk Group Select button Atnd lamp at idle call appearance button lights Pos Avail lamp goes dark Dial tone go to Step 6 6 Dial the outside number and listen for call progress tone Ringback if call is answered go to Step 7 If call is not answered go to Step 8 or 9 Busytone go to Step 8 or 9 ntercept tone call cannot be completed as dialed go to Step 8 or 9 7 Talk to the called party when the conversation is finished press Release e Atnd lamp and the display go dark Pos Avail lamp lights Procedure complete 8 Totry to call the same number again or place another call immediately press Cancel return to Step 1 Call progress tone stops
16. 4 23 Inter PBX Attendant Calls V2 V3 and Generic 1 Systems 4 26 Trunk to Trunk Transfer 4 43 CHAPTER 5 USING THE DCS FEATURES V2 V3 AND GENERIC 1 SYSTEMS 2 DCS Call Forwarding All Calls 5 2 DCS Direct Trunk Group Selection 5 3 i 5 3 DCS Trunk Group Busy Warning Indicators CHAPTER 6 CENTRALIZED ATTENDANT SERVICE CAS V3 AND GENERIC 1 SYSTEMS DCS Busy Verification of Terminals and Trunks 5 Description 6 Tones Associated With CAS Calls Display Operating Procedures CHAPTER 7 ROUTINE MAINTENANCE Power Failure CHAPTER 8 USING THE CONSOLE TO TROUBLESHOOT THE SYSTEM Trouble Reporting Console Alarm Indicators 6 1 1 6 2 6 3 6 4 6 8 7 1 7 1 7 1 7 2 CAS Night Service Operations 8 1 8 1 8 1 CHAPTER 9 SYSTEM SUMMARY 9 1 CHAPTER 10 REFERENCES 10 1 CHAPTER 11 GLOSSARY 11 1 12 1 CHAPTER 12 INDEX Figures Figure 2 12 Alphanumeric Display Enhanced Console 2 21 Tables Table 2 A Attendant Console Feature Buttons 2 16 iv CHAPTER 1 INTRODUCTION CHAPTER 1 INTRODUCTION This guide to the operations of the system attendant console is for use by console attendants after training is completed It provides detailed step by step instructions for each operation accompanied by descriptions of the possible system responses Note This guide does not cover operations associated with Hospitality Services and Automatic Call Distribution ACD Information on these group
17. 85 DS1 DM1 ISDN PRI Interface Introduces and defines concepts and terminology unique to DS1 DM1 ISDN PRI Also includes applications engineering procedures and considerations cabling and connection arrangements administration requirements restrictions and limitations etc 10 1 CHAPTER 10 REFERENCES AT amp T System 75 Installation and Test 555 200 104 Provides the information necessary to perform the tasks of installing and testing the System s common equipment Includes a description of the necessary tools and equipment Information in this document applies to both System 75 and System 75 XE AT amp T System 75 System Maintenance 555 200 105 Provides the information necessary for monitoring testing and maintaining the System 75 and System 75 XE It is intended to cover many of the faults and troubles that can occur in the system AT amp T System 75 Upgrades and Additions 555 200 106 Provides procedures and information required for upgrading or making additions to an operational System 75 or System 75 XE after the initial switch configuration The information in this manual applies to System 75 R1V1 RIV2 R1V3 XEV2 and XEV3 AT amp T System 75 Wiring 555 200 111 or DEFINITY Communications System Generic 1 Wiring 555 204 111 Provides the information necessary for installing inside wiring AT amp T System 75 Electrical Protection Grounding and Exposure 555 200 120 Checklists Provides coverage of the cond
18. CHAPTER 1 INTRODUCTION The following should be noted The abbreviation Generic 1 or G1 shown in the remainder of the document refers to DEFINITY Communications System Generic 1 multi carrier and single carrier cabinets The abbreviation V1 shown in the remainder of the document refers to System 75 Version 1 The abbreviations V2 and V3 shown in the remainder of the document refer to System 75 and System 75 XE Version 2 and Version 3 Features specified as V2 or V3 are not operational with earlier versions For example V2 features are not operational with V1 systems but are operational with V2 and later systems and V3 features are not operational with V1 and V2 systems but are operational with V3 and Generic 1 systems The rest of this guide is divided as follows e Chapter 2 Description Describes and illustrates the two console models and the two optional selector console models Also describes the information presented on the console s alphanumeric display and the tones heard at the console e Chapter 3 Operating the Consolej Contains step by step instructions on how to place release split hold and extend calls e Chapter 4 Using the Features Contains descriptions of features associated with the console and where applicable the procedures for activating and using them The features are listed alphabetically Chapter 5 Using the DCS Features V2 V3 and Generic 1 Systems Provides an a
19. Calls Waiting lamp lights when calls made to the attendant s individual extension number are waiting in queue to be answered The Individual Calls Waiting lamp lights when at least one call is waiting to be answered Pos Avail Position Available The Pos Avail lamp lights when the console is available for calls to the attendant group This lamp does not indicate whether or not the console is available for individual attendant Version 2 Version 3 and Generic 1 calls This lamp is dark when the attendant is active on a call when a call is ringing the console when the handset or headset is unplugged when the attendant presses the Pos Busy Position Busy button or when the system is in a mode other than that for which the console is assigned night service for example The Pos Busy button is described in Feature Buttons CHAPTER 2 DESCRIPTION Feature Area Feature buttons provide access to many of the system s features and make call handling easier Five buttons one each for Split Hold Forced Release Night and Position Busy appear on every attendant console The location of these feature buttons is the same on the attendant consoles used in V1 V2 and V3 systems For Generic 1 systems only the location of Split and Forced Release is the same The location of the Hold Night and Position Busy buttons can be changed however they must appear in the Feature Area of the attendant console of ail Generic 1 systems The Syste
20. Dial tone starts 9 To abandon the call attempt press Release Call progress tone stops e Atnd lamp and the display go dark Pos Avail lamp lights e Procedure complete 3 5 CHAPTER 3 OPERATING THE CONSOLE Releasing Calls As the previous procedures have shown you press Release to end a call The following results always occur Console is disconnected from the called or calling party or both if they are connected together Atnd lamp and the display go dark e Pos Avail lamp lights unless another call is coming to the console Call progress tones stop e No dial tone heard e Console is ready for answering or placing another call In the rest of this guide the normal results of releasing a call listed above will not be specified again Holding Calls Single party and multi party calls can be put on hold at the console It is possible to have a held call at each of the six call appearances You should hold a call if the party or parties may need assistance later or if you expect to reenter the call with information Io hold a call on the console 1 With the call active on a call appearance press Hold Hold lamp at the hold button lights Hold lamp at the call appearance button lights Atnd lamp and the display go dark e Pos Avail lamp lights You can now place and receive calls on the other call appearances 3 6 CHAPTER 3 OPERATING THE CONSOLE To reenter a single party call h
21. LAMP LM ATTENDANT LAMP CALL APPEARANCE BUTTON Figure 2 7 Call Appearance Buttons and Lamps CHAPTER 2 DESCRIPTION Call Processing Area This area see Figure 2 8 Basic Console or Figure 2 9 Enhanced Console has buttons lamps and a touch tone dial The Cancel Start and Release buttons are used to process calls and activate features The lamps show console status and system alarm status Ala Ack 5 Calls Waiting Du E oO Pos Avail Figure 2 8 Call Processing Area Basic Console 2 9 CHAPTER 2 DESCRIPTION 2 M o Calls Waiting o Individual TUV WXY Calls Waiting 8 O Alara Alarm a Reported Position o Available Figure 2 9 Call Processing Area Enhanced Console The buttons and lamps function as follows Buttons Cancel Cancels an attempt to extend a call to a busy or misdialed extension number or trunk silences the tone and automatically reconnects any parties that have been split separated from the connection lf only the attendant is active on the call dial tone is returned after Cancel is pressed Disconnects the last party the attendant added to a conference call or the only party on a connection Start Obtains dial tone automatically and allows a call to be originated or extended When Start is pressed any parties on the call are split from the connection and the Split lamp lights To reconnect the split parties refer to the Split button in Release
22. Routing V2 V3 and G1 Automatic Route Selection Automatic Callback Activation Call Forwarding All Calls Activate V2 V3 and G1 Call Forwarding All Calls Deactivate V2 V3 and G1 Call Park Call Pickup Access CAS Remote Hold Answer Hold Unhold Access Code Calling Access Zone 1 Zone 2 Zone 3 Zone 4 Zone 5 Zone 6 Zone 7 9 1 CHAPTER 9 SYSTEM SUMMARY Zone 8 Zone 9 All Zones Controlled Restrictions Group of Voice Terminals Activate Group of Voice Terminals Deactivate Single Voice Terminal Activate Single Voice Terminal Deactivate Facility Test Calls Hunt Group Busy Activation Make Busy Last Number Dialed Leave Word Calling Message Retrieval Lock Leave Word Calling Message Retrieval Unlock Leave Word Calling Send a Message Leave Word Calling Cancel a Message Loudspeaker Paging Access Location Zone 1 Zone 2 Zone 3 Zone 4 Zone 5 Zone 6 Zone 7 Zone 8 9 2 Zone 9 All Zones Print Messages Priority Call Program Access SMDR Account Code Transfer into AUDIX G1 Trunk Answer Any Station Voice Coverage Message Retrieval Voice Principle Message Retrieval CHAPTER 9 SYSTEM SUMMARY CHAPTER 9 SYSTEM SUMMARY System and Console Parameters Some preset system parameters that is limits intervals and Class of Restriction COR numbers pertain to the operation of the attendant console For convenience these parameters are listed here Up to 64 COR numbers are av
23. Verify again and then proceeds as if the trunk were on the local switch The second method requires a Trunk Group Select button administered for remote trunk group With this method the attendant presses Verify and the trunk group select button for the remote trunk group followed by the desired member number The display for DCS busy verification does not indicate the status of the attempt i e INVALID TERMINATED BRIDGED OUT OF SERVICE Procedures for activating the Busy Verification of Terminals and Remote Trunks feature are described in Chapter 8 DCS Call Forwarding All Calls The operating procedures required to activate and deactivate this feature for an extension at a remote switch are the same as those required at the local switch However there are some restrictions on length of the forwarded to number When using the console to forward the calls of a remote extension in a DCS environment the forwarded to telephone number must not be longer than 10 digits The 10 digits can include a 3 digit Facility Access Code followed by a typical 7 digit telephone number Also no authorization codes can be included in the forwarded to telephone number CHAPTER 5 USING THE DCS FEATURES V2 V3 AND GENERIC 1 SYSTEMS DCS Direct Trunk Group Selection The operating procedures for this feature are the same as those required at the local switch DCS Trunk Group Busy Warning Indicators The Busy Warning indicators
24. Z Recall on Call Waiting a short burst of low pitched tone e Remote Hold Recall a series of four through six cycles of an on off low pitched tone Z Recall on Don t Answer normal ringback tone for about 1 4 second followed by connection to normal ringing Attendants who are authorized to use the Facility Test Call feature see Chapter 4 can access and listen to the tones associated with CAS calls To access these tones perform the following procedure 1 Dial the Facility Test Call access code Dial tone heard 2 Dial and one of the following 2 digit tone numbers Type of Call Listed Directory Number LDN 33 Recall on Don t Answer Recall on Call Waiting Tone Remote Hold Recall Tone CHAPTER 6 Centralized ATTENDANT SERVICE CAS V3 AND GENERIC 1 SYSTEMS Display When an incoming attendant seeking call for a branch location arrives at the CAS console the display will identify the call For example the display might show PARKWAY PARKWAY tells you that the call is intended for the Parkway location of your company You can answer the call with the name of that location If the system is part of a Distributed Communications System DCS the display will show the following information for CAS calls Type of Call Display Will Show Incoming Trunk Name Dial O Callers Name and Extension Recall on Don t Answer V3 RLT Name and Trunk Access Code Recall on Don t Answer Generic 1 Caller s Name and Exte
25. a visual indication of the trunk group status for each of the Trunk Group Select buttons located on the console Six of the Trunk Group Select buttons on the Basic Console have associated Warning and Busy lamps The other six buttons have only associated Busy lamps The lamps function as follows Busy Lamps Light when all trunks in the associated trunk group are busy Warn Warning Lamps Light when a preset number of trunks in the associated trunk group are busy All 12 of the Trunk Group Select buttons on the Enhanced Console have 3 lamps associated with each button The Busy and Warn lamps function the same as on the Basic Console In G1 Basic and Enhanced attendants may have feature buttons administered as Local tgs and Remote tgs for up to 12 additional trunk group select buttons The lamp on a local tgs or remote tgs button lights when all trunks in its associated trunk group are busy If the local tgs or remote tgs button has two lamps the top lamp is not used and the bottom lamp lights when all trunks in its trunk group are busy Observing these indicators can alert you to unusual or suspicious conditions such as groups that are always busy or never busy Knowing what hours of the day are the most busy and the least busy in terms of trunk usage is also useful in analyzing possible trunk problems For example if the Busy lamp for a particular group remains lighted during a normally slack period it is possible that on
26. active on a call held on the console is requesting attendant assistance rt Return Call Shows that an attendant extended call was not answered within the preset time and has returned to the console tc Trunk Control Shows that a system user tried to place an outgoing call the Attendant Control of Trunk Group Access feature is active for that particular trunk group and the call has been redirected to the console When the Call Coverage feature is active and the attendant is a covering user the following call purpose identifiers will be displayed b Busy Indicates that the called voice terminal user is active on a call and the called voice terminal user has a temporary bridged appearance of the call B Busy Indicates that the called voice terminal user is active on a call and the called voice terminal user does not have a temporary bridged appearance of the call d Don t Answer or Cover Indicates that the called voice terminal was not answered or that the calling system user has sent the call to coverage or the called voice terminal user is not available This identifier also indicates that the called voice terminal has a temporary bridged appearance of the call s Send All Calls Shows that the called system user is temporarily sending all calls to coverage CHAPTER 2 DESCRIPTION Some typical displays are as follows internal call originated by the attendant VI systems a 3602 i t
27. attendant or the System Manager who either resolves the troubles or requests help from a remote maintenance center Console Alarm Indicators The console has built in alarm lamps that indicate major or minor troubles in the system switch In addition feature button lamps on the console can be administered as alarm indicators for more specific conditions Alarm Alarm Reported Enhanced and Alm Ack Basic Lamps The basic alarm indicator of the attendant console is the Alm Ack pair of lamps to the left of the touch tone dial on the Basic Console and the Alarm and Alarm Reported lamps to the right of the touch tone dial on the Enhanced Console The Alarm and Alm lamps light when a system trouble is detected and remains lighted until the trouble is cleared If the system has the remote maintenance option the Alarm Reported and adjacent Ack lamps soon light steadily showing that the maintenance center has been automatically alerted At this point the center assumes responsibility for clearing the trouble An Alarm Reported or Ack lamp that flashes for any extended length of time after the Alarm or Alm lamp lights means that the system is unable to notify the maintenance center You the attendant must alert the System Manager to the unresolved alarm condition CHAPTER 8 USING THE CONSOLE TO TROUBLESHOOT THE SYSTEM If the system does not have the remote maintenance option the Alarm Reported or Ack lamp remains dark when the Alarm or Alm lamp
28. bridged parties or release from the call OUT OF SERVICE displayed and reorder tone heard a trouble condition exists at the terminal or it may apply to a terminal administered without hardware and not be a trouble condition Press Cancel and report the out of service condition to appropriate personnel To busy verify a hunt group 0 1 Press Busy Verify Busy Verify lamp lights steadily 2 Dial desired hunt group extension number INVALID displayed and intercept tone heard invalid extension Press Cancel and try again 8 4 CHAPTER 8 USING THE CONSOLE TO TROUBLESHOOT THE SYSTEM TERMINATED displayed and ringback heard called extension is idle and ringing verification is successful Talk to the called party or release from the call ALL MADE BUSY displayed and reorder tone heard all hunt group members have activated make busy Release from the call and try again later DENIED displayed and reorder tone heard all hunt group members active on a call Release from the call and try again later OUT OF SERVICE displayed and reorder tone heard a trouble condition exists at the hunt group Press Cancel and report the out of service condition to appropriate personnel To busy verify a trunk 1 Press Busy Verify Busy Verify lamp lights steadily 2 Dial desired trunk access code or press desired Trunk Group Select button e Dial tone go to Step 3 e DENIED displayed and i
29. call progress tone Confirmation tone the call is parked go to Step 4 e Steady tone enter the digits of the selected PagePac paging system zone go to Step 4 Busy tone a call is already parked at the dialed extension number go to Step 6 4 Speak into the handset to make the announcement Announcement heard in desired paging zone go to Step 5 Z Confirmation tone call is automatically and permanently parked on parking party 5 Press Release e Atnd lamp goes dark ZPos Avail lamp lights 4 33 CHAPTER 4 USING THE FEATURES Call is now parked at the dialed extension number waiting for the paged party to respond 6 To try another extension number press Cancel Return to Step 1 Message Retrieval The console can be used to retrieve Leave Word Calling and Call Coverage messages for other system users Other system users may or may not be able to retrieve their own messages The users who cannot retrieve their own messages will ask you to retrieve them The display and its associated buttons are used for retrieving messages When you are retrieving messages you will press certain display related feature buttons to obtain the desired information The display related feature buttons are described in in The display related feature buttons used with message retrieval are repeated here Z Cover Msg Rt Coverage Message Retrieval Retrieves Leave Word Calling LWC and Call Coverage messages for
30. console models the Figure 21 Jana the and the two models of the optional selector console Figures and The call information displays and tones associated with console functions are also defined The attendant console is used to answer and extend incoming calls to place outgoing calls to provide information and assistance to inside and outside parties and to manage and monitor some system operations Attendant Console This desk top unit is a digital call handling position with push button controls and lamps grouped in functional areas as shown in Figures 2 1 and The differences in the functional areas between the models are described later in this chapter The attendant console can be used alone or with the selector console The attendant console has jacks on each side for use with the handset supplied with the console or with a headset The handset cradle which is not a switchhook can be mounted on either side The K type handset provided with the Enhanced Attendant Console can also be used with the Basic Attendant Console but the R type handset provided with the Basic Attendant Console cannot be used with the Enhanced Attendant Console Also any headset that currently works with the Basic Attendant Console will work with the Enhanced Attendant Console Selector Console Two selector console models are available Basic Selector Console and Enhanced Selector Console The Basic Selector Console if used can be paired with either the Ba
31. i D F N ITY Communications System Generic 1 and System 75 Console Operation Addendum 1 Dated November 1990 for 555 200 700 Issue 5 June 1990 555 200 700 Issue 5 ADDENDUM 1 November 1990 TO ORDER COPIES OF THIS ADDENDUM Call AT amp T Customer Information Center on 1 800 432 6600 In Canada Call 1 800 255 1242 Write AT amp T Customer Information Center 2855 North Franklin Road P O Box 19901 Indianapolis IN 46219 1385 While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing AT amp T can assume no responsibility for errors Changes or corrections to the information in this document may be incorporated into future reissues Published by Copyright 1990 AT amp T The AT amp T Documentation All Rights Reserved Development Organization Printed in U S A 555 200 700 Issue 5 ADDENDUM 1 November 1990 Contents CHAPTER 1 INTRODUCTION CHAPTER 2 DESCRIPTION 2 2 1 Selector Console Functional Areas 2 Attendant Console Tones 2 33 Holding Calls Splitting Calls Extending Calls 3 CHAPTER 4 USING THE FEATURES Attendant Auto Manual Splitting 1 1 1 1 2 3 1 i 3 1 3 1 3 2 6 3 7 3 8 4 1 1 4 2 Automatic Alternate Routing V2 V3 and Generic 1 Systems and Automatic Route Selection 4 6 Integrated Services Digital Network ISDN Primary Rate Interface PRI Generic
32. lights for an alarm In this case you must notify the System Manager when an alarm condition exists Optional Alarm Lamps The Alarm or Alm lamp on the console does not distinguish between major and minor alarms If such information is required a feature button is administered as a Major Alarm indicator in V3 and Generic 1 systems The lamp lights steadily when a major alar m trouble occurs If both the Alarm or Alm and the Major Alarm lamps light the alarm is major If only the Alarm or Alm lamp lights then the alarm is minor In V3 and Generic 1 systems other feature buttons are administered as trouble indicators for links between the system and peripheral support equipment or other sites The Link Failure lamps light for major minor and warning alarms In systems with the Hospitality Services package the PMS Link Failure lamp indicates trouble in the link between the system and the customer supplied Property Management System You can cause an alarm lamp to go dark by pressing the associated feature button If the trouble is cleared before system maintenance detects it again the lamp will remain dark Buttons administered for the Facility Busy Indication feature provide alarm lamps for links The lamps on these buttons remain lighted as long as the links are active but go dark if a link fails The system does not report link failures to the remote maintenance center You must notify the System Manager immediately of any indica
33. number from 1 through 8 will specify the desired routing plan a number from 1 through 7 will specify the day 1 is for Sunday and 7 is for Saturday The time is specified in military hours 0000 for 1 00 a m and 2359 for midnight CHAPTER 4 USING THE FEATURES To activate Clocked Manual Override Note The green lamp at the Clocked Override button will be lighted if the option is already active However you can press the Clocked Override button to deactivate the option 1 Press Clocked Override Lamp at Clocked Override lights First line of display shows ENTER ACTIVATION ROUTE PLAN DAY amp TIME 2 Use the touch tone dialpad to enter the following in the order shown 1 through 8 to specify the routing plan 1 through 7 to specify the day 0000 through 2359 to specify the hour Z Lamp at Clocked Override remains steadily lighted Z 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 zzis the activation time If any invalid information is entered the Clocked Manual Override attempt is denied the display will return to the Normal mode You must repeat Step 1 to try again Note 3 f you wish to enter a deactivate date go to Step 4 4 Press Clocked Override to confirm activation input data and to enter deactivation time Lamp at Clocked Override remains steadily lighted ZDisplay shows
34. power failure affects the following features and requires corrective action Attendant Control of Trunk Group Accessj reestablish control of desired trunk groups e Call Forwarding All Callsj reactivate Call Forwarding All Calls for desired extension numbers Z Controlled Restrictionsl reestablish control of desired voice terminals or groups of voice terminals Z Night Service reactivate Night Service as desired 7 2 CHAPTER 8 USING THE CONSOLE CHAPTER 8 USING THE CONSOLE TO TROUBLESHOOT THE SYSTEM The attendant console provides access to several features and facilities that can be used to troubleshoot system problems This chapter presents some procedures and suggestions for isolating and analyzing troubles before calling for higher level maintenance Trouble Reporting Each system site should have a well defined policy for collecting and responding to system alarms and user generated trouble reports System alarmed troubles produce visible signals at the attendant console s and at selected voice terminals as well as on the system equipment cabinet If the system has a link to a remote maintenance center alarms are sent to that location automatically Otherwise system alarmed troubles must be reported immediately to the System Manager who is responsible for clearing them or calling a designated maintenance organization Troubles detected by system users must be reported to some central position such as an
35. problem Lights when the interface to the secondary SMDR output device has a problem V3 and G1 Associated status lamp is used to indicate that a System Printer interface failure has occurred Lights when the interface to the PMS Auto Wake printer has a problem V3 and G1 Lights when the PMS printer interface has a problem V3 and G1 CHAPTER 2 DESCRIPTION Alphanumeric Display Area The alphanumeric display area Figure 2 11 Basic Console and Figure 2 12 Enhanced contains a 40 character display The Basic Console also has eight control buttons with their associated lamps located just below the display The enhanced console has the equivalent buttons located at the top of the main faceplate 40 CHARACTER DISPLAY AREA STATUS LAMPS LI LI LI o LI LI LI NOTE BUTTONS ARE LABELED AS AN EXAMPLE ONLY Figure 2 11 Alphanumeric Display Basic Console 40 CHARACTER g DISPLAY AREA Figure 2 12 Alphanumeric Display Enhanced Console CHAPTER 2 DESCRIPTION Display Area The 40 character display shows call related information Other information such as messages left for voice terminal users can also be displayed The displayed information is described below Note If your system has Integrated Services Digital Network ISDN Primary Rate Interface PRI capability refer to Chapter 4 for a description of the display information associated with the ISDN PRIJ feature Call related information
36. provide the same indications for trunk groups at a remote switch as they do for those at the local switch 5 3 CHAPTER 6 CENTRALIZED ATTENDANT SERVICE CAS CHAPTER 6 CENTRALIZED ATTENDANT SERVICE CAS V3 AND GENERIC 1 SYSTEMS Description The feature allows system users served by separate switches at two or more locations to concentrate the attendant positions at one location This location is called the CAS main The other locations typically without attendants are called CAS branches All locations within the CAS environment have separate Listed Directory Numbers LDNs Incoming calls to the CAS main are handled as if the switch is a stand alone system Any attendant seeking calls at a CAS branch are routed to the attendant consoles at the CAS main over Release Link Trunks RLTs The RLTs are special trunks that are used only for attendant seeking calls from the CAS branches The CAS attendant cannot originate a call over an RLT The CAS calls may be any calls that would normally go to the local attendant console The CAS attendant answers these calls and then extends them over the same RLT to the requested extension or external number at the branch When the CAS attendant releases the RLT is free for another call The extended call will return to a CAS console if it is not answered within a preset time The CAS calls can also be held at the console placed on Remote Hold or released ended The CAS calls can be held on t
37. restrict a group of voice terminals Activation codes for voice terminals must be different from the COR number Feature deactivation codes are also assigned Deactivation procedures are the same as the procedures for activation All voice terminals with the same COR are affected by a group restriction For example if the attendant dials the restriction activation code 2 for total restriction and 12 a COR number all voice terminals with COR 12 would be restricted from placing or receiving calls T iv restriction 1 Press Start ZDial tone heard Z Atndlamp at idle call appearance button lights Pos Avail lamp goes dark CHAPTER 4 USING THE FEATURES 2 Dial the restriction activation code followed by the restriction code number 1 for outward 2 for total 3 for termination or 4 for station to station Z Dial tone heard 3 Dial the extension number or the 2 digit COR number to be restricted listen for tone Confirmation tone restriction activated e Intercept tone extension number or group already restricted or an invalid code was dialed go to Step 5 4 Press Release Procedure complete 5 Press Cancel Intercept tone stops return to Step 2 To deactivate a restriction 1 Press Start Dial tone heard Atnd lamp at idle call appearance button lights Pos Avail lamp goes dark 2 Dial the restriction deactivation code followed by the restriction code number 1 for outward 2
38. system s trunk access code Dial tone heard 3 Use the touch tone dial or the selector console to dial the extension number where the call is to be parked Listen for call progress tone e Confirmation tone the call is temporarily parked go to Step 4 Steady tone enter the digits of the selected PagePac paging system zone go to Step 4 e Busy tone a call is already parked at the dialed extension number go to Step 6 4 Speak into the handset to make the announcement Announcement heard in desired paging zone go to Step 5 Confirmation tone call is automatically and permanently parked on parking party 5 Press Release Registered Trademark of Harris Corporation Dracon Division 4 32 CHAPTER 4 USING THE FEATURES N Atnd and Split lamps and the display go dark Pos Avail lamp lights Call is now parked at the dialed extension number waiting for the paged party to respond 6 To try another extension number press Cancel Return to Step 1 e Busy tone stops You are reconnected to the caller 7 May wait for the paged party to respond then press Split To page for self 1 Press Call Appearance Dial tone heard e Atnd lamp lights 2 Dial the page zone or PagePac paging system s trunk access code ZDial tone heard 3 Use the touch tone dial or the selector console to dial pound sign on dial or dial extension number on remote system followed by a Listen for
39. the connection 2 Dial the desired extension number ZCalled voice terminal is busy or unanswered 3 Press LWC ZMessage lamp at the called voice terminal lights 4 28 CHAPTER 4 USING THE FEATURES To cancel a message you left for a system user 1 Press Start Dial tone heard Atnd lamp at idle call appearance button lights Pos Avail lamp goes dark 2 Press LWC Cancel e Second dial tone heard 3 Dial extension number where message was left and listen for tone Confirmation tone message canceled go to Step 4 Reorder tone message not canceled go to Step 5 4 Press Release ZProcedure complete 5 Press Cancel ZTone stops Dial tone heard Z To try again return to Step 2 Loudspeaker Paging Access V1 V2 V3 and Generic 1 Systems This feature allows attendants to access loudspeaker paging equipment Nine paging zones and a paging zone to activate all nine paging zones at the same time can be provided Attendants can page individuals by pressing the Page 1 through Page 9 or Page All buttons if provided or by dialing an access code The allowable paging time is preset for the system The System Manager will provide this information if the preset time interval expires while an announcement is being made the call is disconnected intercept tone is heard Note The attendant cannot extend calls to a loudspeaker paging device You can combine loudspeaker paging with the Call Park
40. 0 Send All Calls SMDR Account Code Dialing 4 37 Start Button Station Message Detail Recording Stored Number Buton 53opcis Straightforward Outward Completion System Parameters System Summar Calls Waiting Confirmation Trunk Group Access Attendant Control o Trunk Group Busy Warning Indicators to Attendant Typical Displays U W CHAPTER 12 INDEX 12 5 TO ORDER COPIES OF THIS MANUAL Call AT amp T Customer information Center on 1 800 432 6600 In Canada Call 1 800 255 1242 Write AT amp T Customer Information Center 2855 North Franklin Road P O Box 19901 Indianapolis IN 46219 1385 While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing AT amp T can assume no responsibility for errors Changes or corrections to the information in this document may be incorporated into future reissues Published by Copyright 1990 AT amp T The AT amp T Documentation All Rights Reserved Management Organization Printed in U S A
41. Busy button will flash at all the in service attendant consoles in the attendant group The attendant should press Pos Busy if the console will be unattended to prevent calls from routing to the console To get the console out of the busy state press Pos Busy again 2 13 CHAPTER 2 DESCRIPTION RESERVED LAMPS ry STATUS LAMPS RESERVED LAMPS ARE ON BASIC CONSOLE ONLY 1 LOCATION SHOWN APPLIES TO VI V AND V3 SYSTEMS ONLY NOTE UNLABELED BUTTONS ARE AVAILABLE FOR ASSIGNMENT Figure 2 10 Fixed Feature Buttons 2 14 CHAPTER 2 DESCRIPTION Assigned Hundreds Group Select HGS Buttons Generic 1 Only Should your console handle calls for an 800 line or greater system or a system with more than 8 hundreds groups and you do not have the Enhanced Selector Console the System Manager may assign as many as 12 HGS buttons on the Feature Area of the Basic Attendant Console used with the Generic 1 system Figure 2 1 O The HGS buttons work the same way on the attendant console as they do on the selector console Regardless of the location of the HGS buttons a selector console must be used Note With the Basic Attendant Console 12 HGS buttons are located on the attendant console and 8 are located on the selector console With the Enhanced Selector Console all HGS buttons should be located on the selector console to make the feature buttons free for other features All HGS buttons are assigned on the Attendant Console form Th
42. CID CHAPTER 4 USING THE FEATURES Z Called Party Display The following information is displayed if the called party bridges on to the redirected call after it has been answered a CONFERENCE 2 e Connected Party Display The connected party is the person who answered the redirected call The CP in the following example indicates the call purpose Call Purpose is explained in Chapter 2 under a CALLING ID to CALLED ID CP inter PBX Attendant Calls V2 V3 and Generic 1 Systems This feature allows attendant positions for more than one branch location to be concentrated at one central or main location inter PBX Attendant Service IAS calls follow the same operations as normal attendant calls Local attendants at the branch locations can be accessed through the feature Listed directory number and listed directory number on direct inward dialing calls directed to the branch system are routed to an IAS attendant when IAS is in effect When an IAS call is received by the system at the main location it is routed to an IAS attendant or put in the attendant queue if an attendant is not available When an IAS main attendant extends an IAS call the routing of the extended call is done by the main system When the attendant releases the call the IAS trunk of the system is occupied until the call is dropped Attendant Control and DCS Attendant Control of Trunk Group Access On a branch system with IAS in effect an at
43. CT EXTENSION SELECTION DXS BUTTONS BUSY LAMP FIELD BLF STATUS LAMPS HGS BUTTONS Figure 2 13 Basic Selector Console Area CHAPTER 2 DESCRIPTION old a eM 5 Senet BUTTONS o Of af olJ IBUSY LAMP BLF I LX XII I I s Oo Dn a D o D D D D EDI pepe eer m BUTTONS NOTE GROUP SELECT BUTTONS ARE LABELED AS AN EXAMPLE ONLY Figure 2 14 Enhanced Selector Console Area Using the DXS Buttons The attendant presses the appropriate HGS and DXS buttons to extend and originate calls to System users An extension number has two three four or five digits A 2 digit extension number has a 2 digit DXS number but does not have a group select number For example the extension number 21 has a 21 DXS number CHAPTER 2 DESCRIPTION A 3 digit extension number has a 1 digit group select number and a 2 digit DXS number For example the extension number 321 has a 3 group select number and a 21 DXS number A 4 digit extension number has a 2 digit group select number and a 2 digit DXS number For example the extension number 4321 has a 43 group select number and a 21 DXS number A 5 digit extension number has a 3 digit group select number and a 2 digit DXS number For example the extension number 54321 has a 543 group select number and a 21 DXS number Determining Extension Number Status The attendant determines the idle or active status of extension 4321 or 321 by pressing Group Select button 43 o
44. EMS Single Line Voice Terminal Operations If a single line voice terminal is the Night Service answering position the user will flash the switchhook to extend a CAS call to the originating branch location The CAS calls can be put on Remote Hold any time a caller wishes to wait However CAS calls cannot be put on hold at a single line voice terminal To answer an incoming CAS call 1 Lift the handset and listen for call identification tone from the branch location 2 Answer the call and assist the caller as necessary Z The call can now be extended or ended To extend a CAS call to the originating branch 1 Flash the switchhook 2 Dial the requested extension number 3 Go on hook Caller is connected to the ringing line RLT is dropped To put a CAS call on Remote Hold 1 Flash the switchhook 2 Dial the Remote Hold feature access code as administered at the originating location Z Listen for Remote Hold confirmation tone 3 Go on hook Z Call is on Remote Hold e RLT is dropped 6 10 CHAPTER 7 ROUTINE MAINTENANCE CHAPTER 7 ROUTINE MAINTENANCE Testing The only routine maintenance required for the attendant console is a test of the alphanumeric display and the console lamps Perform this procedure often at least weekly and notify the System Manager if the console does not operate properly To test the alphanumeric display and the lamps 1 Open the panel on the front of the console see Fig
45. Holdlamp at call appearance button lights and remains lighted as long as both parties are connected NE Atndlamp goes dark Pos Avail lamp lights Procedure complete CHAPTER 4 USING THE FEATURES 6 Press Cancel to end the attempt and return to the first party Call to the second party is canceled e Console is reconnected to the first party 7 Tellthe first party that the call cannot be set up at this time then press Forced Release First party and the console are released from the call NE Atndlamp and the display go dark NE Pos Availlamp lights Procedure complete 4 44 CHAPTER 5 USING THE DCS FEATURES CHAPTER 5 USING THE DCS FEATURES V2 V3 AND GENERIC 1 SYSTEMS This chapter provides an alphabetical list of attendant features that operate transparently in a Distributed Communications System DCS environment A feature is transparent if it works the same from the user s standpoint whether the consoles and terminals involved are located at the same switch or on different switches The degree of transparency and the unique aspects pertaining to the operating procedures of each feature when the system is in a DCS follow DCS Attendant Call Waiting Operates the same as when the system is not in a DCS environment DCS Attendant Control of Trunk Group Access The operating procedures required to activate control of a trunk group at another switch remote trunk group are the same as th
46. If this is the case the returning call causes the Hold lamp to flash 4 41 CHAPTER 4 USING THE FEATURES To answer the timed reminder call 1 Press the call appearance button where the Hold or Atnd lamp is flashing NE Atndlamp lights NE Holdlamp goes dark Z Pos Availlamp goes dark Display identifies the call and the call purpose rt for a returned extended call 2 Report to the caller and determine what type of service the caller wants Caller wants to continue waiting extend or place call on hold again ZCaller does not want to continue waiting go to Step 3 3 Press Release ZProcedure complete Through Dialing This feature enables the attendant to select an outgoing trunk for a voice terminal user then release from the call and allow the user to dial the rest of the desired number Through Dialing is incorporated into the steps of the procedure for extending calls from the system voice terminal users to outgoing trunks Refer to Extending Calls in Chapter 3 for details Trunk Group Busy Warning Indicators to Attendant Refer to the description of this feature in Chapter 8 Using the Console To Troubleshoot the Trunk Identification V2 V3 and Generic 1 Systems Refer to the description of this feature in Chapter 8 Using the Console To Troubleshoot the 4 42 CHAPTER 4 USING THE FEATURES Trunk to Trunk Transfer This feature allows the attendant to originate two outgo
47. NGER VOLUME CALL CONTROL AREA oo TRUNK GROUP SELECT AREA PROGRAMMABLE FEATURE AREA CALL APPEARANCE AREA HANDSET CRADLE LAMP TEST SWITCH Figure 2 2 Enhanced Attendant Console 302A1 A 003 100 DXS BLF BUTTONS HUNDREDS GROUP SELECTION BUTTONS Figure 2 3 Basic Selector Console 26A1 A 03 2 4 CHAPTER 2 DESCRIPTION 100 DXS BLF BUTTONS HUNDREDS GROUP SELECTION BUTTONS Figure 2 4 Enhanced Selector Console 27A1 A 03 CHAPTER 2 DESCRIPTION Trunk Group Select Area The Trunk Group Select buttons and associated lamps see Figure 2 5 Basic Console and Figure 2 6 Enhanced Console function as follows e Trunk Group Select Button Provides direct selection of an outgoing trunk group Each button can be labeled to show the assigned trunk group A Trunk Group Select button can also be used for direct selection of a code calling or loudspeaker paging zone e Busy Lamp Lights when all trunks in the associated trunk group are busy Warn Warning Lamp Lights when a preset by the System Manager number of trunks are busy in the associated trunk group Lamp Cont Control Lights when the Attendant Control of Trunk Group Access feature is activated for the associated trunk group CONTROL LAMP WARNING LAMP BUSY LAMP NOTE BUTTONS ARE LABELED AS AN EXAMPLE ONLY Trunk Group Select Buttons and Lamps Basic Console Figure 2 5 CHAPTER 2 DESCRIPTION CONTROL LAMP
48. WARNING LAMP BUSY LAMP TRUNK GROUP SELECT BUTTONS Cont O n n n n Worn O n n S n Busy C o o o Los ws es arc a NOTE BUTTONS ARE LABELED AS AN EXAMPLE ONLY Figure 2 6 Trunk Group Select Buttons and Lamps Enhanced Console CHAPTER 2 DESCRIPTION Call Appearance Area The call appearance buttons and associated lamps see Figure 2 7 function as follows Call Appearance Button Press to answer and originate calls Calls always come in on the leftmost idle call appearance button The call appearance is idle when both status lamps are dark Atnd Attendant Lamp Lights when the attendant is using the associated call appearance Flashes when an incoming call needs answering or when an attendant extended call was not answered and has returned to the console for further assistance Hold Lamp Lights when a call is held on the associated call appearance Flashes when time expires for the following held calls and the call returns to the console for further assistance Single party call Attendant extended call that was not answered The attendant can reenter a single party held call at any time however a multiple party held call cannot be reentered if the Attendant Lockout feature is active unless a voice terminal user recalls the attendant The System Manager will advise if the Attendant Lockout feature is active CHAPTER 2 DESCRIPTION 2 8 C HOLD
49. activate attendant control of trunk group access 1 Press Cont Deact Cont Deact lamp lights steadily 2 Press Trunk Group Select button of the trunk group for which control is to be deactivated while observing the Cont Deact lamp and the Cont lamp for the specified Trunk Group Select button Cont Deact lamp goes dark Cont lamp for the specified Trunk Group Select button goes dark operation allowed Cont Deact lamp flutters then goes dark Cont lamp for the specified Trunk Group Select button remains lighted operation denied return to Step 1 Attendant Direct Trunk Group Selection This feature allows the attendant to select a trunk group for an outgoing call loudspeaker paging zone or code calling zone by pressing a Trunk Group Select button The procedures for activating this feature are incorporated into all the calling procedures that require trunk access Each attendant console has 12 Trunk Group Select buttons In Generic 1 only feature buttons may also be used as Trunk Group Select buttons This allows up to 24 Trunk Group Select buttons on a console In a Generic 1 system up to 12 feature buttons may be used as additional Trunk Group Select buttons on each console limit 24 per console 4 5 CHAPTER 4 USING THE FEATURES Attendant Lockout This feature prevents the attendant from reentering a multi party call held on the console unless recalled by a system user on the call If an attempt to reenter a held cal
50. ailable However space is left here for only 12 numbers The System Manager will supply the information needed to fill in the blanks Attendant Lockout Active Yes No Call Park Extension Numbers Assigned to Console Calls Waiting Warning Limit of Calls in Queue Time in Queue Warning Centralized Attendant Service CAS V2 V3 and G1 Yes No 9 4 CHAPTER 9 SYSTEM SUMMARY Class of Restriction Numbers Notes Code Calling Playing Cycle Individual Attendant Access V2 and later systems Yes No Name Extension Attendant Attendant Attendant Attendant Attendant Attendant Night Attendant Loudspeaker Paging Timeout Interval Timed Reminder Interval Held Call No Answer Return Call CHAPTER 9 SYSTEM SUMMARY Trunk Group Warning Limits Trunks in Group Type No Warning Limit Trunks in Group Type No Warning Limit Trunks in Group Type No Warning Limit Trunks in Group Type No Warning Limit Trunks in Group Type No Warning Limit Trunks in Group Type No Warning Limit 9 6 CHAPTER 10 REFERENCES CHAPTER 10 REFERENCES The following is unabbreviated listing of Generic 1 and System 75 documents Included is a brief description of each document in the list For a complete listing of documents refer to the DEFINITY Communications System Generic 1 and System 75 Documentation Guide 555 200 010 To order copies of any of these documents refer to the address on the
51. all with as many as five other conferees If you attempt to add a sixth internal party or a third outside trunk party to the conference call the attempt is denied The Split lamp flutters for about 2 seconds to indicate the denial After the conference call is arranged and all conferees are added either release the call or hold it on the console If the call is held and a conferee recalls you handle the call as described under Attendant Recall To set up a conference starting with an established call 1 Press Start 2 Call the new party to be added to the conference e Split lamp lights 3 After contacting the new party press Split to connect the new party and the console to the original party Split lamp goes dark All parties including the console are connected together 4 To add more parties to the conference repeat Steps 1 2 and 3 5 f a called party cannot be reached press Cancel to end the attempt and rejoin the existing conference 4 3 CHAPTER 4 USING THE FEATURES 6 After the conference is established release it from the console Step 7 or hold it at the console Step 8 7 Press Release Console is no longer associated with the conference Atnd lamp at call appearance where conference was set up goes dark Display goes dark Pos Avail lamp lights Procedure complete 8 Press Hold Hold lamp at call appearance where conference was set up lights Atnd lamp and the d
52. arance Information Attendant MM Call Coverage Information Confirmation Tone 2 34 Call Purpose Information Console Called Party Information Activating the Alarm Indicator Attendant 8 1 Deactivating thel3 1 Integrated Services Digital Network Primary Rate Operating Interface 4 23 O Selector 2 1 Typical Examples Using to Troubleshoot Syste Consult Call Coverage Cent Lamp 25 O E Controlled Restrictions Coverage Callback 4o Emergency Access to the Attendant x29 Emergency Access Tone 235 Distributed Communications System Coverage Message Retrieval Button 12 2 EmergenyCalld331 i ExtndingCall 3 8 o From Extension Number ide Extending Numbers Extending Incoming Calls to Extension Numbers Extending Incoming Trunk Calls to Outside Numbers Extension Number Status F Facility Busy Indication CalPark 4 12 Controlled Restrictions 4 15 DCS Busy Verification of Terminals and Remote Trunks 8 6 CS Emergency Access to the Attendant 4 17 Facility Busy Indication 4 18 Facility Test Calls Individual Attendant Access 4 19 4 20 CC Integrated Directory Integrated Services Di Interface 4 23 inter PBX Attendant Calls 4 26 Leave Word Calling4 28 O Message Retrieval 4 34 Multiple Listed Directory Numbe ital Network Primary Rate SMDR Account Code Dia
53. attendants to answer and place calls and to manage and monitor some of the system operations Available in two models Basic Attendant Console and Enhanced Attendant Console Basic Attendant Console The original Attendant Console device See Enhanced Attendant Console for comparison Call Appearance Attendant Console Six buttons labeled a through f used to originate receive and hold calls Each button has two associated lamps to show the status of the call appearance CHAPTER 11 GLOSSARY Call Appearance Voice Terminal On all multi appearance voice terminals except the 7401 D button labeled with an extension number used to place outgoing calls receive incoming calls or hold calls Two lamps next to the button show the status of the call appearance or status of the call The 7401 D has two call appearances but does not have call appearance buttons with status lamps Callback Call A call that is automatically returned to a voice terminal user who activated the Automatic Callback or Ringback Queuing feature Call Waiting Ringback Tone A low pitched tone identical to the ringback tone except the tone decreases the last 0 2 second This tone notifies the attendant that the Attendant Call Waiting feature has been activated and that the called user is aware of the waiting call Central Office The location housing telephone switching equipment that provides local telephone service and access to toll facilities for lo
54. back of the title page AT amp T Telecommunication Electrical Protection 350 060 Provides practical functional information and application detail combined with training material for telecommunication engineers in the electrical protection field Business Communications Systems Publications Catalog 555 000 010 Provides a list of publications that support AT amp T business communications systems Also provides a brief description of each publication listed DEFINITY Communications System and System 75 and System 555 015 104 85 Terminals and Adjuncts Installation and Test Provides the information necessary to perform the tasks of installing and testing the system s common equipment Includes a description of the necessary tools and equipment DEFINITY Communications System and System 75 and System 555 015 201 85 Terminals and Adjuncts Reference Manual Provides concise physical and functional descriptions of the peripheral equipment that can be used with DEFINITY Communications Systems Generic 1 and Generic 2 and System 75 and System 85 It is intended as an aid for both AT amp T and customer personnel in selecting appropriate components for these systems and in training and management DEFINITY Communications System and System 75 and System 555 025 101 85 DS1 DM1 ISDN PRI Interface Reference Provides both a broad and detailed description of the DEFINITY Communications Systems Generic 1 and Generic 2 and System 75 and System
55. bles that can occur in the system DEFINITY Communications System Generic 1 Upgrades and 555 204 106 Additions Provides procedures and information for upgrading or making additions to an operational system after the initial switch installation DEFINITY Communications System Generic 1 System Description 555 204 200 Provides a technical description of the system hardware environmental and space requirements and parameters This document also provides a brief description of features and services 10 4 CHAPTER 10 REFERENCES DEFINITY Communications System Generic 1 l1mplementation 555 204 654 Provides the procedures and associated forms for collecting system and terminal software information This information is used to initialize the system using the System Access Terminal User instruction booklets are also available for all terminals used with the systems CHAPTER 11 GLOSSARY CHAPTER 11 GLOSSARY Access Code A 1 2 or 3 digit dial code used to activate or cancel a feature or access an outgoing trunk The star and pound can be used as the first digit of an access code Administer To access and change the parameters associated with the services or features of the system Answer Back Code A code dialed to retrieve a parked call Appearance See Call Appearance Attendant The operator of the console Attendant Console An electronic call handling position with pushbutton control Used by
56. d lamp above one of the six call appearance buttons Calls come in on the leftmost idle call appearance button The console s alphanumeric display provides calling party information as described in Alphanumeric Display Area in Chapter 2 The display clearly distinguishes between calls from users inside the system and calls from outside Emergency Calls A special type of incoming call that requires immediate attention is an emergency call from an inside voice terminal user Generic 1 and V3 systems Always answer an emergency call as soon as it arrives You will be alerted to an emergency call by the following special indications e The Emergency lamp in the assigned feature button area flashes A special emergency tone sounds normal ringing on older consoles The display identifies the calling party and shows the abbreviated word EMRG The procedures for answering an emergency call are the same as those used to answer all other incoming calls 3 1 CHAPTER 3 OPERATING THE CONSOLE To answer an incoming call gt 1 Press the call appearance button where the Atnd lamp is flashing ZRinging stops Atnd lamp lights steadily Pos Avail lamp remains dark Z Console is connected to the caller 2 Answer the call and assist the caller as necessary e The incoming call can now be extended see Extending Calls held see Holding Calls or ended Step 3 3 To end the call press Release e Consol
57. d with a list position List codes can also be stored on buttons for easier access Having frequently used feature access codes stored on AD buttons in the feature area is especially convenient for the attendant The AD feature buttons can also be used for storing long distance and international numbers and if a selector console is not provided inside extension numbers 4 1 CHAPTER 4 USING THE FEATURES To activate a feature or place a call using the AD feature 0 1 1 1 1 Press Start Dial tone e Atnd lamp at idle call appearance button lights Pos Avail lamp goes dark 2 f the feature access code or telephone number is stored on an AD button press the button If the feature access code or telephone number is on a list assigned to the console but not stored on an AD button access the list then dial the list entry number 3 Continue the call in the normal way Attendant Auto Manual Splitting This feature allows the attendant to disconnect from a calling party temporarily split in order to call another party prior to connecting the two parties together It is not an independent procedure but is used in connection with other call handling steps The procedures for using the Attendant Auto Manual Splitting feature are described in detail under Splitting Calls in Chapter 3 The steps involved in splitting are incorporated into the procedures for Extending Calls also described in Chapter 3
58. ded or put on Remote Hold 1 Press the call appearance button where the Atnd lamp is flashing Listen for recall tone from the branch location Console is connected to the returning call and to the ringing line if the call was previously extended 2 Report to the caller If caller still wants to wait and call was previously extended go to Step 3 If caller wants to be connected to another extension go to Step 4 Z If caller wants to continue to hold reactivate Remote Hold 3 Press Release Call is re extended dialing is not necessary Note You need to re extend dial again if the previously extended call was extended to a single line voice terminal or if Remote Hold was reactivated 6 6 CHAPTER 6 CENTRALIZED ATTENDANT SERVICE CAS V3 AND GENERIC 1 SYSTEMS 4 Press Cancel Ringing line is dropped from the connection only if previously extended You may now extend the call to another extension CAS Backup Service The CAS Backup Service provides for CAS attendant seeking calls to terminate at an extension number at the CAS branch location This extension number may be assigned to an attendant or a voice terminal user The CAS backup position will have a CAS Backup button and when CAS Backup Service is active the lamp at the CAS Backup button will light The CAS Backup Service can be activated e Manually by the user at the CAS backup position When CAS Backup Service is ma
59. directed redirected or returning to the console through an interaction with a feature The call purpose identifiers are as follows co Controlled Outward Restriction Call V3 and Generic 1 systems Indicates that a call from an internal user has been redirected to the attendant because the user has Controlled Outward Restriction and has attempted to make an outgoing call es Controlled Station to Station Restriction Call V3 and Generic 1 systems indicates that a call from an internal user has been redirected to the attendant because the user has Controlled Station to Station Restriction and has tried to make a station to station call 2 23 CHAPTER 2 DESCRIPTION ct Controlled Termination Restriction Call V8 and Generic 1 systems Indicates that a call has been redirected to the attendant because a user has Controlled Termination Restriction and the calling party has tried to call that user f Call Forwarding Shows that a system user has forwarded his or her incoming calls to the attendant hc Held Call Indicates that the preset time limit has expired for a call on hold at the console applies only to V1 ic intercept Call Indicates that the incoming call has been redirected to the attendant as a result of Intercept Treatment Id DID LDN Call Indicates that the incoming call is a Listed Directory Number LDN call on a Direct Inward Dialing DID trunk rc Recall Call Shows that a system user
60. ds Group Select HGS Buttons and Associated Lamps The HGS buttons 8 buttons on the Basic model Figure 2 13 and 20 buttons on the Figure 2 14 Enhanced model are labeled with different hundreds group numbers used for the system For example for a 4 digit extension number system these buttons can be labeled 21 22 34 and so on On the other hand these buttons can be labeled 1 2 3 and so on for a 3 digit system The lamp associated with the HGS button lights when the button is pressed and remains lighted until a different HGS button is pressed Additional group select buttons may be assigned to feature buttons This allows a console with a Basic Selector Console to access 20 hundreds groups Direct Extension Selection DXS With Busy Lamp Field BLF The 100 DXS buttons are labeled 00 through 99 Each DXS button when combined with one of the eight HGS buttons on the Basic Selector Console or 12 HGS buttons on the Basic Attendant Console represents a particular extension number This extension number may be assigned to a voice terminal data module paging zone Terminating Extension Group TEG Uniform Call Distribution UCD group or Direct Department Calling DDC group In addition a DXS button can represent a particular trunk group The lamp associated with each DXS button is used to determine the status of the facility associated with the button 2 30a CHAPTER 2 DESCRIPTION 2 30b CHAPTER 2 DESCRIPTION DIRE
61. e HGS buttons are labeled with the hundreds numbers used for the system dial plan For example for a 4 digit extension number system these buttons can be labeled 21 22 34 and so on On the other hand these buttons can be labeled 1 2 3 and so on for a 3 digit system The lamp associated with the HGS button lights when the button is pressed and remains lighted until a different HGS button is pressed To use the Direct Extension Selection DXS buttons on the selector console see Using the DXS Buttons in this chapter Assigned Feature Buttons provides a list of feature buttons that can be assigned to the attendant console and a brief description of what each button does The buttons used with Hospitality Services operations are listed although the procedures used with these features are not covered in this manual The lamp associated with an assigned button flashes momentarily if the button is pressed but the feature is not available at that time 2 15 CHAPTER 2 DESCRIPTION 2 16 TYPICAL BUTTON LABEL o Assist 5 gt 3 4 3 2 Table 2 A Attendant Console Feature Buttons WHAT THE BUTTON DOES Activates Automatic Circuit Assurance referral Provides Abbreviated Dialing of a number or an access code Removes an agent from ACD call distribution in order for the agent to complete ACD related activities such as forms completion Lamp flashes when the number of Attendant Queued Calls for the attenda
62. e attendant Internal call redirected to coverage b EXT3174 to EXT 3077 d Or b BOB SMITH to ANN JONES d Where d indicates that the call was not answered and was redirected due to the Don t Answer criterion of the Call Coverage feature e Incoming trunk call redirected to coverage bz OUTSIDE CALL to DON SMITH s Where s indicates that Send All Calls was activated by the called voice terminal user 2 27 CHAPTER 2 DESCRIPTION Coverage Message Retrieval IN PROGRESS then MESSAGES FOR BETTY R SIMS then JOE JONES 10 16 11 40a 2 CALL 3124 This display means that Joe Jones called Betty R Sims the morning of October 16 The second message was stored at 11 40 a m Joe wants Betty to call his extension number 3124 e Integrated Directory mode CARTER ANN 3408 3 This display shows the name and extension number as administered in the system The 3 indicates that three buttons were pressed to search for and display this particular directory listing Buttons and Lamps Basic and Enhanced Consoles The eight buttons and associated status lamps on the Basic and Enhanced Consoles indicate the display mode On the Basic Attendant Console these buttons and lamps are located on the display module On the Enhanced Attendant Console these buttons and lamps are located on the main console When the status lamp associated with the Normal Mode button is lighted the alphanumeric display is in the Normal mode When t
63. e connection Note The split function does not work on CAS calls Listen for dial tone from the branch location Note Do not go to Step 2 until you hear dial tone The call will not go through if you dial the number before you hear dial tone 2 Dial the requested internal or external number 3 Use Step 4 5 or 6 to complete the call 4 f you are not going to announce the call press Release as soon as the call starts ringing Calling party is connected to the ringing line Procedure complete unless the call is unanswered and returns to the console 64 CHAPTER 6 CENTRALIZED ATTENDANT SERVICE CAS V3 AND GENERIC 1 SYSTEMS 5 If you are going to announce the call wait for the called party to answer If the called party accepts the call press Release Caller is connected to the called party If the called party declines to talk to the caller press Cancel Console is connected to the caller again Explain to the caller that the called art is not available take a message or ask the caller to try again later then press Release 6 If the called party is busy or does not answer press Cancel Z Call attempt is canceled Z Call progress tone stops Console is connected to the caller again Explain to the caller that the called party cannot be reached If the caller wants to wait extend the call again then press Release If the caller does not want to wait take a message Ask
64. e is disconnected from the caller Display and the Atnd lamp go dark Pos Avail lamp lights Console is now ready to answer or place another call Placing Calls You can place calls to extension numbers inside your system and calls to outside numbers through trunks The steps for placing these types of calls are distinctly different and are described in the following two procedures Called party information is displayed as described in Chapter 2 Calls to Inside Extension Numbers You can place a call to any extension number in the system You may use the selector console if you have one otherwise select an idle call appearance and dial the number To call an extension number inside the system 1 f you have a selector console place the call using Steps 2 and 3 or Steps 4 and 5 If you do not have a selector console place the call using Steps 4 and 5 2 Press the Group Select button for the desired extension number observe the lamp of the DXS button for the extension 3 2 CHAPTER 3 OPERATING THE CONSOLE e If the DXS lamp is dark the extension is idle go to Step 3 e If the DXS lamp is lighted the extension is active you can still place the call but it may wait or go to a covering party 3 Press the DXS button for the desired extension number observe the lamps and listen for call progress tone The Atnd lamp at the idle call appearance button lights Pos Avail lamp goes dark Ringback if call
65. e or more trunks are out of service but appear to be busy On the other hand a trunk group with lamps that never light may also have a trouble condition Use the Busy Verification feature to test suspected faulty trunks 8 8 CHAPTER 8 USING THE CONSOLE TO TROUBLESHOOT THE SYSTEM Note DCS is required for remote trunk group select buttons busy and warning indicators but the buttons themselves will work without DCS Trunk Identification When a voice terminal user in the system experiences noise or poor transmission on a trunk the user can conference the attendant into the call The attendant can then use the Trunk feature to identify the specific trunk that is faulty and report it for maintenance The feature can also be used on trunk calls originated or received by the attendant The trunk identification access code and group member number is displayed when you press the Identify Trunk button during a call If two trunks are used on the call the identification of the last trunk added to the call is displayed Trunk Identification is denied if more than two trunks are on a call The operation given here assumes that you are on an active call however the Identify Trunk button can be used while a trunk is being accessed while digits are being outpulsed on a trunk or during intervals between digit outpulsing To identify a specific trunk being used on a call 1 Press Identify Trunk e Trunk access code and trunk group membe
66. ects the covering party to the called party principal for private consultation Call Coverage feature Activates Attendant Control of Trunk Group Access Deactivates Attendant Control of Trunk Group Access Associated lamp identifies an incoming call directed to a Coverage Answer Group Shack Leaves a message for the principal to call the calling party Displays messages left for system users Silences Call Waiting ringback tone Displays the current date and time of day Deletes currently displayed message Di eb Ext Allows the attendant to activate Do Not Disturb for an extension number Hospitality Services feature V3 and G1 Disturb Grp Allows attendant to activate Do Not Disturb for a group of extension numbers Hospitality Services feature For V3 and G1 only g o F 7 z 2 17 CHAPTER 2 DESCRIPTION 2 18 Table 2 A Attendant Console Feature Buttons Contd TYPICAL BUTTON LABEL Q e HRD WHAT THE BUTTON DOES Associated status lamp lights if an off board major minor or warning alarm is active on a DS1 circuit pack Associated lamp identifies an incoming Emergency Access to the Attendant call For V3 and G1 only Associated status lights when a successful Facility Test Call FTC has occurred Sends a call directly to coverage Identifies a specific trunk being used on a call Immediately changes the currently active routing plan to another routing plan
67. eld on the console 1 Press the call appearance button where the call is on hold Hold lamp goes dark Atnd lamp lights Pos Avail lamp goes dark Held party is reconnected to the console 2 Talk to the other party You can manually reenter a single party held call at any time using the last procedure However a single party call on hold returns to the console automatically when the preset timed reminder interval expires Refer to Timed Reminder feature in Chapter 4 When the timed reminder interval expires for a call the Hold lamp at the call appearance button flashes timed reminder tone sounds and the alphanumeric display identifies the call Answer the returning call in the same way that you answer any incoming call and assist the caller as necessary If the held call has two or more parties the feature prevents you from directly reentering the call One of the parties on the call must call you for assistance the Aani Hecalllteature Multi party calls held at the console are not timed therefore timed reminder does not apply to them and are described in Splitting Calls The Attendant Auto Manual Splitting feature lets you temporarily disconnect from a caller place a call to another party and then connect the two parties together Splitting is a procedure that you must always perform in order to extend an incoming call to an inside or outside number Splitting allows you to take the following steps 1 Either ta
68. enter the last name first last name first name for example Carter Ann first name last name for example Danny Carr Z single name such as an organization or group for example Purchasing Initials can be entered if desired The maximum length of a name in the directory is 15 characters including spaces and commas The extension number cannot exceed four digits VI systems or five digits V2 V3 and Generic 1 systems When a button is pressed the display shows the first name that matches the first letter on the button For example if you are searching for the name Ann Carter you will enter Carter first Press button 2 to key in the letter C The display might show Abbott Lynn A and an extension number Button 2 matches A before it matches C If you press button 2 again to key in the letter A the display will stay the same Again AB is matched before CA If you now press button 7 to key in an R the display might show Carr Danny and an extension number At this point you can press button 8 to key in the letter T or you can press the Next feature button Pressing Next displays the next name in the directory and in this case might be Ann Carter Each press of the Next button displays the next name in the directory in alphabetical order When the desired name and extension number are displayed you can press the Make Call button to place a call to that person If you enter a name that is not found in the directory t
69. er From Any Station feature To activate Night Service 1 Press Night Lamp at the Night button lights at ail attendant consoles Pos Avail lamp goes dark at all attendant consoles except the night console To deactivate Night Service 1 Press Night e Lamp at the Night button goes dark Pos Avail lamp lights at all attendant consoles except the night console SMDR Account Code Dialing The Station Message Detail Recording SMDR Account Code Dialing feature collects call details on selected incoming and outgoing trunk calls It creates call records that contain calling and called numbers call duration and information on facility usage Internal calls do not activate SMDR An SMDR option enables attendants to associate a specific trunk call with its project billing account by dialing the SMDR access code and the assigned account code as part of the called number After answering an incoming trunk call but before extending the call the attendant can dial the SMDR access code and account code The SMDR access code is used by everyone in the system and account codes are assigned to individual users The system SMDR printout will show the call charged to the account code that was dialed To assign a call to a specific account in SMDR 1 Press Start Dial tone 2 Dial SMDR access code and then dial the account code Z Second dial tone 3 Continue call in normal way dialing trunk access code dialing dest
70. erify Busy Verify lamp lights steadily Dial tone heard go to Step 4 e Intercept tone heard invalid trunk access code or Personal Central Office Line trunk group Press Cancel and try again 4 Dial desired trunk group access member number DENIED displayed and intercept tone heard invalid trunk access code Press Cancel and try again e DENIED displayed and reorder tone heard a trouble condition exists on the DCS link Press Cancel and report the out of service condition to the appropriate personnel 8 7 CHAPTER 8 USING THE CONSOLE TO TROUBLESHOOT THE SYSTEM 5 Dial a trunk access code member number pair Confirmation tone heard trunk is idle and 1 way incoming verification is successful Release from the call e Ringback heard trunk is idle automatic tie trunk or release link trunk verification is successful Release from the call Dial tone heard trunk is idle and can be used to place a test call verification successful Place a test call or release from the call Your call is bridged onto an active call and initial warning tone has been applied to call verification successful Talk to the bridged parties or release from the call Reorder tone heard a trouble condition exists on the trunk Press Cancel and report the out of service condition to appropriate personnel Trunk Group Busy Warning Indicators to Attendant This feature provides the attendant with
71. feature to connect a caller with an inside party The paged party can retrieve the call by dialing the Answer Back code and the parked on extension 4 29 CHAPTER 4 USING THE FEATURES To page using a Page button 1 Check status of lamp associated with desired paging zone button e Lamp dark paging zone idle go to Step 2 Lamp lighted paging zone in use wait for lamp to go dark then go to Step 2 2 Press the desired paging zone button Lamp associated with button pressed and lamp associated with Page All button if provided light If Page All button is pressed all lamps associated with a page button light 3 Speak into handset to make the announcement Z Announcement heard in desired paging zone go to Step 4 Intercept tone announcement was too long try again 4 Press Release e Procedure complete To page by dialing an access code 1 Press Start Z Dial tone heard Atndlamp at idle call appearance button lights 2 Dial desired Loudspeaker Paging Access code and listen for tone Confirmation tone paging zone available go to Step 3 Z Busy tone paging zone in use go to Step 4 3 Speak into handset to make announcement e Announcement heard in desired paging zone go to Step 5 e Intercept tone announcement was too long try again 4 30 CHAPTER 4 USING THE FEATURES 4 If paging zone is in use press Cancel ZBusy tone stops e Return to Step 1 to try again or g
72. fiers TOLL CODE NONE ORIG and OTWD are not displayed 5 1 CHAPTER 5 USING THE DCS FEATURES V2 V3 AND GENERIC 1 SYSTEMS On outgoing calls the display of called party information may be delayed a few seconds until the required information arrives from the remote switch DCS Automatic Circuit Assurance Transparency of the Automatic Circuit Assurance ACA feature in a DCS environment allows an attendant at a V2 V3 or Generic 1 end point node to activate or deactivate ACA referral calls for the entire DCS network This transparency also allows the referral calls to be generated at a switch other than the switch that detects the trunk problem Referral calls are handled the same way as in a non DCS environment When a referral call is generated from a remote DCS node the display associated with that call indicates the PBX ID of the remote node that originated the alarm DCS Busy Verification of Terminals and Trunks Attendants can busy verify voice terminals at a remote location by first pressing the Verify button and then entering the desired Uniform Dial Plan extension number The verification then continues the same as if the voice terminal being verified is on the local switch Attendants can also busy verify a trunk at a remote location using two different methods In the first method the attendant presses Verify accesses the DCS tie trunk to the remote Switch either by trunk access code or Trunk Group Select button presses
73. for total 3 for termination or 4 for station to station Z Dial tone heard 3 Dial the extension number or the 2 digit COR number that is no longer to be restricted listen for tone ZConfirmation tone restriction deactivated e Intercept tone invalid code dialed go to Step 5 4 Press Release Z Procedure complete 5 Press Cancel Intercept tone stops return to Step 2 4 16 CHAPTER 4 USING THE FEATURES Emergency Access to the Attendant V3 and Generic 1 Systems This feature provides for emergency calls to be placed to the attendants automatically by the system or dialed by system users and allows such calls to receive priority handling by the attendants When an emergency call is placed the call will terminate at an available attendant console The attendant will receive visual and audible notification of the emergency call If all attendants are busy when an emergency call is placed the call enters a unique queue for emergency calls This queue allows attendants to handle emergency calls separately from other calls and attendants should immediately respond to an emergency call When an emergency call enters the Emergency queue the following occur At all consoles not active on an emergency call the Emergency lamp if assigned flashes the Emergency tone sounds On older consoles normal ringing is heard Any one of the attendants can end the current call or put it on hold and recei
74. he IAS attendant when held time expires 4 27 CHAPTER 4 USING THE FEATURES Leave Word Calling This feature allows the attendant to leave messages for system users Messages cannot be left for the attendant group or individual attendants The attendant cannot activate Leave Word Calling via Distributed Communications System connections In addition the attendant may be a systemwide message retriever and can retrieve messages for other system users Refer to Message Retrieval for the procedures on retrieving messages The attendant can retrieve messages delete messages and connect the requesting user with the person who left the message System users call the attendant when they want their messages retrieved A Msg button also labeled with a name or number may be assigned to the console so that you can observe the message waiting status of a remote extension number Such an extension number may be an individual terminal or a hunt group where a single extension number is assigned to all voice terminals The attendant can use Leave Word Calling during the call extending procedure If the called party is busy or does not answer the attendant can return to the caller take a message then activate LWC at the called terminal To store a message for a system user after a call extended to the user s terminal returns busy tone or is unanswered 1 Press Start ZDial tone heard Split lamp lights ZCaller is separated from
75. he Inspect Mode button is pressed the Inspect Mode button status lamp lights the Normal Mode button status lamp goes dark and the alphanumeric display is in the Inspect mode To return to the Normal mode the attendant presses the Normal Mode button again The following display functions are available on the buttons The function of each button may be changed by the System Manager Normal Mode Required Button Displays call related information for an active incoming call and attendant originated call A detailed description of this information is discussed in the Alphanumeric Display section 2 28 CHAPTER 2 DESCRIPTION Inspect Mode Displays call related information on held calls when the attendant is active on a call The attendant can press this button at any time For example the attendant is active on call appearance button b and a call is held on call appearance button a The attendant can press the Inspect Mode button and call appearance button a to display the information associated with the call on button a Date Time Displays the current time of day and date The display will return to the previous information after 5 seconds For example the attendant presses the button and the display shows the following 10 23 am FRIDAY NOVEMBER 30 1989 e Timer Elapsed Time Displays elapsed time in hours minutes and seconds The timing starts when the button is pressed and stops when the button is pressed again T
76. he console the same as any other call is a feature used by CAS attendants that allows a call to be held at the branch location This feature frees the console and the RLT for other calls As with extended calls a call on or on Remote Hold will return to a CAS console if it is not answered within a preset time To speed the dialing procedure when extending a CAS call the CAS attendant can use the following features Z Abbreviated Dialing Z Attendant Direct Trunk Group Selection Direct Extension Selection DXS With Busy Lamp Field BLF if a selector console is provided Note The DXS does not indicate busy extension numbers at the branch locations Z Facility Busy Indication Also when extending a CAS call the attendant can use some of the branch features such as Code Calling Access and Loudspeaker Paging Access 6 1 CHAPTER 6 CENTRALIZED ATTENDANT SERVICE CAS V3 AND GENERIC 1 SYSTEMS The following features do not function on CAS calls Attendant Auto Manual Splitting Z Attendant Conference Tones Associated With CAS Calls In addition to the normal attendant console tones the following call identification tones are associated with CAS calls LDN incoming trunk call three short bursts of low pitched tone Note Branch locations served by 770A or 812A PBX switches do not send LDN call identification tone Dial O call from branch voice terminal to console an on off low pitched tone
77. he display will show NO MATCH TRY AGAIN To search for another name press the Intgrtd Directory button again To exit the Integrated Directory mode press another display mode button such as Normal Mode The following conditions apply to the use of the touch tone buttons Z Button is not used Button is used for a space and a comma Button 7 PRS is also used for a Q Button 9 WXY is also used for a Z 4 21 CHAPTER 4 USING THE FEATURES To search for an extension number corresponding to a known name 1 Press Intgrtd Direct Intgrtd Direct lamp lights steadily ZConsole enters Integrated Directory mode e DIRECTORY PLEASE ENTER NAME displayed 2 Using the touch tone buttons start entering letters of desired name Names with extension numbers that match entered letters are displayed e Display may change as more letters are entered Z Number of characters entered is displayed on right side 3 Continue entering letters of name until desired name is displayed Press Next button repeatedly to advance display from current name Desired name and extension number are displayed Number of characters displayed is updated 4 To call displayed number press Make Call Dial tone Normal call progress tones 5 If entered name is not in directory ZNO MATCH TRY AGAIN displayed go to Step 6 or 7 6 To search for another name repeat Steps 1 through 3 7 To exit Integrated Directory m
78. he second button press also removes the elapsed time from the display The Timer button can be used any time the attendant wants to record the time spent on a particular call or operation An example of the display is as follows a OUTSIDE CALL 71 03 This example shows that the attendant has been active on an outside call on call appearance button a for 1 minute and 3 seconds Cover Msg Rt Coverage Message Retrieval Retrieves Leave Word Calling LWC messages for voice terminal users Next Displays the next stored LWC message or displays END OF MESSAGES NEXT TO REPEAT when in the Cover Msg Rt mode Displays the next name in the directory when in the Integrated Directory mode Delete Msg Message Deletes the displayed message e Make Call Automatically returns the call requested by the currently displayed LWC message or calls the currently displayed Integrated Directory listing 2 29 CHAPTER 2 DESCRIPTION Intgrtd Directory integrated Directory Displays names and extension numbers from system directory Z Stored Number Displays the trunk access code or the extension number of the facility being monitored by a Busy Facility Busy Indication button This is accomplished by pressing the Stored Number button followed by the Busy button Ringer Volume Control Area Enhanced Console Only The ringer volume control area on the Enhanced Attendant Console is shown in This area consists of an Up button labeled with a
79. hen a TOM BROWN 04 NONE a EXT 3602 04 OTWD Internal call originated by the attendant V2 V3 and Generic 1 systems then a TOM BROWN 3602 Or a7 EXT 3602 3602 Outgoing trunk call originated by the attendant V1 systems b 87843541 Where 8 is the trunk access code and 784 3541 is the number dialed then b OUTSIDE CALL or b WATS 2 25 CHAPTER 2 DESCRIPTION Outgoing trunk call originated by the attendant V2 V3 and Generic 1 Systems b 87843541 Where 8 is the trunk access code and 784 3541 is the number dialed then b OUTSIDE CALL 8 or b WATS 101 Where 101 is the trunk access code of the outgoing trunk group Incoming trunk call to the attendant VI systems a OUTSIDE CALL Incoming trunk call to the attendant V2 V3 and Generic 1 systems a OUTSIDE CALL 102 Where 102 is the trunk access code of the incoming trunk group Call from an inside user to the attendant V1l systems a PEARSON 04 OTWD Where the calling user has Class of Restriction 04 and cannot place outgoing calls 2 26 CHAPTER 2 DESCRIPTION Call from an inside user to the attendant V2 V3 and Generic 1 systems a PEARSON 5402 Incoming trunk call extended to an inside voice terminal now returning to the console e OUTSIDE CALL to EXT 4328 rt Conference call originated by the attendant b CONFERENCE 4 Where 4 is the number of conferees not including th
80. ho answers a coverage call Designated Voice Terminal The specific voice terminal to which calls originally directed to a certain extension number are redirected Commonly used to mean the forwarded to terminal when Call Forwarding All Calls is active Distributed Communications System DCS A cluster of from 2 through 20 private communications switches interconnected among several geographic locations An attribute of a DCS configuration that distinguishes it from other networks is that it appears as a single switch with respect to certain system features Direct Extension Selection DXS An option at the attendant console that allows an attendant direct access to voice terminals by pressing a Group Select button and a DXS button 11 3 CHAPTER 11 GLOSSARY Enhanced Attendant Console This model has warning and control lamps on 12 of its trunk group select buttons versus 6 for the basic console The Enhanced Console may be used with V1 V2 V3 and G1 but in V1 V2 and V3 only the left six trunk group select buttons use the warning and control lamps Extension Number A 1 through 5 digit number assigned to each voice terminal certain system groups data modules 510 Personal Terminal or 515 Business Communications Terminal within the system A 1 or a 5 digit extension number is available for Version 2 and Version 3 only External Call A connection between a system user and a party on the public telephone network or
81. ination number extending call and so forth 4 37 CHAPTER 4 USING THE FEATURES Straightforward Outward Completion This feature allows the attendant to complete an outgoing trunk call for a voice terminal user by selecting a trunk and dialing the outside number The attendant first determines if the call should be allowed Straightforward Outward Completion is incorporated into the steps of the procedure for extending calls from system voice terminal users to outgoing trunks For details refer to Extending Calls in Chapter 3 Time of Day Routing Generic 1 Only This feature allows outgoing calls to be placed over the most economical route based on the time of day and day of week The system can have up to eight routing plans and one of these plans will be designated as the standard routing plan for each day of the week The feature allows the normal routing plan to be changed up to six times each day for each day of the week Two options are available for changing the daily routing plan Immediate Manual Override and Clocked Manual Override Your System Manager will tell you which option s you have and when the option s should be activated Immediate Manual Override Option When this option is activated the currently active routing plan is changed immediately to a new plan The new plan remains in effect until the override is manually deactivated or until the next scheduled routing plan takes effect To activate immedia
82. includes the following e Call Appearance Identification The six attendant call appearance buttons are labeled a through f The display shows for example a for a call incoming on the first call appearance button b for a call incoming on the second call appearance button and so on e Calling Party Identification V1 Systems When the call is from a system user the display shows the caller s extension number the callers name or a unique identification administered for the voice terminal being used When the call is from outside the system the display shows the trunk identification such as CHICAGO assigned to the trunk group used for the call Generic 1 V2 and V3 Systems When the call is from a system user the display shows the caller s name or a unique identification administered for the voice terminal being used along with the calling party s extension number When the call is from outside the System the display shows the trunk identification such as CHICAGO and the trunk access code assigned to the trunk group used for the call e Caled Party Identification M1 Systems On calls to a system user the display shows the digits as they are dialed After the dialing is complete the display shows the called party s name If no name is assigned the called party s extension number is displayed On outgoing trunk calls the display shows the digits as they are dialed followed by the name assigned to the trunk grou
83. ing trunk calls and connect them together For example two company employees may be on business trips in different cities and need to talk to each other the attendant may be asked to make this connection The Attendant Lockout feature if available will not be active when a trunk to trunk call is placed Also when the Trunk to Trunk Transfer feature is used for two outgoing trunks you must hold the call on the console The system will not allow you to release from such a call If you press the Forced Release button the call is disconnected The Automatic Route Selection feature if available can be used with the Trunk to Trunk feature Extending an incoming trunk call to an outgoing trunk is described in Extending Calls in Chapter 3 To arrange a Trunk to Trunk Transfer 1 Call the first outside party 2 When the first party answers explain the purpose of the call Ask the party to wait to be connected Z If the first party does not answer press Release try again later 3 Call the second outside party Z First party is split from the connection as soon as Start or a Trunk Group Select button is pressed to place the second call Start lamp lights 4 When the second party answers explain the purpose of the call Ask the party to wait to be connected Z If the second party does not answer go to Step 6 5 Press Hold to connect the two parties together and hold the call at the console Z
84. ion such as holding a call and is ready to accept dialing Redirection Criteria The information administered for each voice terminal s coverage path that determines when an incoming call is redirected to coverage Reorder Tone A fast busy tone repeated 120 times a minute indicates that at least one of the facilities such as a trunk or a digit transmitter required for the call was not available at the time the call was placed CHAPTER 11 GLOSSARY Selector Console An optional device attached to the Attendant Console The Selector Console gives a visual indication of the status of the extension numbers assigned to the system Available in two models Basic Selector Console and Enhanced Selector Console The Enhanced Selector Console has 20 Hundreds Group Select buttons the Basic Selector Console has 8 Split A condition whereby a caller is temporarily separated from a connection with the attendant This split condition automatically occurs when the attendant active on a call presses the Start button Status Lamp A green lamp that shows the status of a call appearance or a feature button by the state of the lamp lighted flashing fluttering broken flutter wink or dark Switchhook The button s on a voice terminal located under the receiver The attendant console does not have a switchhook System Manager A person responsible for specifying and administering features and services for the system Tone Ringe
85. is answered go to Step 6 If call is not answered go to Step 7 or 8 Z Call waiting ringback wait for answer go to Step 6 Busy tone go to Step 7 or 8 e Intercept tone unassigned number dialed go to Step 7 or 8 gt Press Start e Dial tone e Atnd lamp at idle call appearance lights Pos Avail lamp goes dark 5 Dial the desired extension number and listen for call progress tone Tones same as Step 3 6 Talk to the called party when the conversation is finished press Release Atnd lamp and the display go dark Pos Avail lamp lights Procedure complete 7 To try to call the same number again or place another call immediately press Cancel return to Step 1 e Call progress tone stops Dial tone starts 3 3 CHAPTER 3 OPERATING THE CONSOLE 8 To abandon the call attempt press Release Call progress tones stop e Atnd lamp and the display go dark e Pos Avail lamp lights e Procedure complete Calls to Outside Numbers An outside call requires an outgoing trunk as well as dialing of the distant number You can access a trunk in two ways 1 Dial an access code for a Private Network Automatic Alternate Routing V2 V3 and Generic 1 systems Automatic Route Selection or a specific trunk group 2 Press the Trunk Group Select button for the desired trunk To call an outside number 1 Decide whether to access an outgoing trunk by dialing a code Steps 2 and 3 or by
86. isplay go dark Pos Avail lamp lights Conferees who are inside the system can recall the attendant for assistance e Procedure complete Attendant Control of Trunk Group Access This feature allows attendants to control access to as many as six 12 if the console is Enhanced and the system is Generic 1 trunk groups loudspeaker paging zones or code calling zones per console Calls from system users to the trunk group under attendant control redirect to an attendant console The Attendant Control of Trunk Group Access feature is normally activated when the trunk group Warn lamp lights Your System Manager will tell you when and how to use this feature When the call is redirected the alphanumeric display identifies the following Call appearance for example cz Calling party and trunk that the calling party tried to access Call purpose tc 4 4 CHAPTER 4 USING THE FEATURES To activate attendant control of trunk group access 1 Press Cont Act Cont Act lamp lights steadily 2 Press the Trunk Group Select button of the trunk group to be controlled while observing the Cont Act lamp and the Cont lamp for the specified Trunk Group Select button Cont Act lamp goes dark Cont lamp for the specified Trunk Group Select button lights operation allowed Cont Act lamp flutters then goes dark Cont lamp for the specified Trunk Group Select button remains dark operation denied return to Step 1 To de
87. it lamp goes dark To drop out of a 3 way connection press Release e Procedure complete To extend a call from an inside extension to an outside number 1 After answering the incoming call Determine whether the outgoing call can be allowed e Find out whether the caller wants to dial the outside number after you access a trunk or wants you to dial the entire call 2 Tell the caller that you are going to break the connection temporarily split while you start the outgoing call 3 Access an outgoing trunk using a trunk access code or a Trunk Group Select button Split lamp lights Dial tone If a trunk is not available reorder tone is heard press Split Ask the caller to try again later 3 10 CHAPTER 3 OPERATING THE CONSOLE If the caller wants to dial the outside number press Release Caller hears dial tone and can now dial the outside number Split lamp goes dark e Procedure complete If the caller wants you to complete the entire call dial the outside number Use one of the following steps 7 through 10 to complete the call If you are not going to announce the call press Release as soon as the call starts ringing e Calling party is connected to the ringing line Split lamp goes dark e Procedure complete If you are going to announce the call wait for the called party to answer If the called party accepts the call press Release e Caller is connected to the called party
88. itions that must be met before adequate electrical protection can be assured for a System 75 installation It reflects the requirements of AT amp T and the National Electrical Code for protecting equipment against electrical disturbances or exposures including lightning power contact power induction and ground potential rise AT amp T System 75 System Description 555 200 200 Provides a technical description of the system hardware environmental and space requirements and parameters This document also provides a brief description of features and services DEFINITY Communications System Generic 1 and System 75 555 200 201 Feature Description Provides a technical description of system features and parameters 10 2 CHAPTER 10 REFERENCES DEFINITY amp Communications System Generic 1 and System 75 555 200 500 Administration and Measurement Reports Describes the management of the system administration and operation Includes the guidelines for initialization reconfiguration backup procedures monitoring system performance and maintaining system security Includes a description of the tasks that can be performed and the prerequisites for completion DEFINITY Communications System Generic 1 and System 75 555 200 600 Planning Configuration Provides a method for defining the customer s system requirements and for collecting the information used to estimate system hardware requirements AT amp T System 75 Implementa
89. l is denied the Hold lamp at the call appearance button flutters for about 2 seconds and then returns to steadily lighted This means that the Attendant Lockout feature is active for all attendant consoles Attendant Lockout does not apply to Individual Attendant Access V2 V3 and Generic 1 systems calls that are held on the console Attendant Recall This feature allows a system user on a 2 party call or a conference call held on the console to recall the attendant for assistance When an attendant is recalled the call purpose rc attendant recall appears on the alphanumeric display indicating that a user is requesting assistance The Pos Avail lamp goes dark the Hold lamp at a call appearance button flashes and the attendant hears ringing If a hunt group call to an individual attendant V2 V3 and Generic 1 systems is being held on the console a system user who is active on the call cannot recall the attendant However this user can transfer calls or make conference calls To answer the recall 1 Press the call appearance button where Hold lamp is flashing Hold lamp goes dark Atnd lamp lights e Ringing stops 2 Answer the call and assist the caller as necessary Automatic Alternate Routing V2 V3 and Generic 1 Systems and Automatic Route Selection Automatic Alternate Routing AAR selects the most preferred route normally the most direct route for private network calls Automatic Route Selection ARS
90. l that was originated at a Generic 1 system is received and assuming the name was sent the calling party s name will be displayed Calls originated from the public or other private networks may not provide the calling partys name If the callers name is not available CALL FROM followed by the calling party s number will be displayed Z Called Partys Number When a call is placed over ISDN PRI facilities the called number will be displayed as it is dialed When the call is answered the display will show the 10 digit number of the voice terminal where the call was answered This display may not be the same number that was dialed e Called Party s Name On incoming ISDN PRI calls the Generic 1 system if administered correctly can provide the called partys name to the calling party The calling party s display will always show the name of the person who answers the call This display may not be the name of the person that was actually called 4 23 CHAPTER 4 USING THE FEATURES gt _ gt Miscellaneous identification MISCID When a call is placed over ISDN PRI facilities additional information about the call such as to indicate the call going to coverage can be displayed on the voice terminal The following are examples of ISDN PRI displays Basic ISDN PRI Call A basic ISDN PRI call has both a calling and a called party and the called party answers the call When the calling party places the call the digits are dis
91. ling 4 37 Straightforward Outward Completion 4 38 Through Dialingj4 42 sd Time of Day Routing 4 38 Z CHAPTER 12 INDEX Features Continued Timed Reminde Trunk Group Busy Warning Indicators to Attendant 8 8 Trunk Identification Forced Release Button Forced Release Lamp Indicates Calls in Individual Attendant Queuel4 19 G Glossary 111 OOS O Group Select Buttons 2 30 Headset Jacks Hold Remote Hold Lamp Holding Callg3 6 Integrated Services Digital Networ Rate Interface PRI425 a 12 3 CHAPTER 12 INDEX Lamps Continued Position Pos Avai Position Pos Bus Leave WordCaling amp 2 LnkFaluelamp amp 2 List of Dial Codes Lockout Attendant Loudspeaker Paging Access Used With Call Park Loudspeaker Paging Access VI V2 V3 and G1 Systems 28 Loudspeaker Paging Access Deluxe Generic 1 ones Maintenance Routine 7 1 Network Access Normal Mode Button 0 12 4 P Paging Access VI V2 V3 and G1 Systems Loudspeaker 4 29 S Paging Access Deluxe Generic 1 Onl Loudspeaker 4 31 Parameters Public Network Access R Recall RLT Release Link Trunk 1 Route Selection Automatila 6 Routine Maintenance 7 S Selector Console Group Select Buttons 2 3
92. lk with the second party to announce the waiting call or drop out of the call before the second party answers 2 Connect the two calls together 3 Join the calling and called parties in a 3 way connection from which you can later drop out 4 Return to the split caller if the called party does not answer or declines to enter the call CHAPTER 3 OPERATING THE CONSOLE This feature is activated automatically when you perform any one of the following actions after answering an incoming call 1 Press the Start button 2 Call an extension number using the Selector Console 3 Call an extension number using Start and dialing 4 Press a Trunk Group Select button While the caller is split from the console the Split lamp is lighted The split condition is canceled and the Split lamp goes dark when you do one of the following procedures 1 Press the Release button to connect the split party to the called party and disconnect the console 2 Press the Split button to establish a 3 way connection with you the caller and the called party If the called party has dropped off pressing the Split button simply returns you to the caller 3 Press the Cancel button to cancel the outgoing call attempt and reconnect you to the caller All the steps for activating and deactivating the split condition are integrated into the next procedure Extending Calls Extending Calls Extending a call means basically to transfer a call from
93. ll change The first ringer volume that is displayed when the Up or Down button is pressed is the incoming calls ringer volume The display will show incoming call volume along with the bar graph While the incoming calls volume is displayed the volume of the other two tones may be changed by first pressing the Select button once for the Timed Reminder tone or twice for the the Call Waiting tone and then pressing the Up or Down button the appropriate number of times The Select button is used to select the tone for which you wish to change the volume As this button is pressed the display is updated with the tone name and the volume level bar graph However this button only functions as the Select button while ringer volume information is displayed Otherwise the Select button serves as 2 30 CHAPTER 2 DESCRIPTION one of the eight display buttons When one of the Up or Down buttons is pressed the volume level information is displayed for 5 seconds It is during this time that the Select button can be used The volume adjust mode can be deactivated before the 5 second time limit expires by pressing any other button on the console Ri en ss TIMER Suse oc XUL Volume TIMER IS THE DEFAULT VALUE FOR THIS BUTTON HOWEVER THIS VALUE MAY BE CHANGED VIA SYSTEM ADMINISTRATION RESULTING IN A DIFFERENT BUTTON NAME Figure 2 1 2a Ringer Volume Control Area Selector Console Area The selector console consists of e Hundre
94. llback button to leave a message for Mr Jones to call the calling party You do not have to verbally relay the message and the electronic message does not indicate that you were ever on the call On any coverage call that you answer the called party may pick up the call before you disconnect That is a 3 way call can exist lf this occurs you can simply release from the call the calling and called parties will remain connected 4 8 CHAPTER 4 USING THE FEATURES Handle a redirected call according to the type of call it is The following options Coverage Callback and Consult are available with the Call Coverage feature Coverage Callback Internal Call After you answer the call and before you release it press the Cover Cback Coverage Callback button This operation automatically leaves a message for the called party to call the internal calling party If you need to relay the message for the calling party press the LWC Leave Word Calling button This operation automatically leaves a message for the called party to call you External Call After you answer the call and before you release it take a message press the LWC button This operation automatically leaves a message for the called party to call you Consult This feature option allows you to talk with the called party after you answer the redirected call The following procedure presents the use of the Consult feature To consult with the called part
95. lphabetical listing of attendant features that operate transparently in a Distributed Communications System DCS environment Chapter 6 Centralized Attendant Service CAS V3 and Generic 1 Systems Describes the CAS features and provides the procedures for handling CAS calls also describes CAS night service backup procedures used at a voice terminal e Chapter 7 Routine Maintenance Describes a routine procedure that the attendant can use to check the console also contains information on the effect of commercial power failure on the console e Chapter 8 Using the Console To Troubleshoot the System Contains useful information on using attendant features to isolate and analyze system troubles also provides trouble reporting guidelines e Chapter 9 System Summary Provides a listing of feature access codes that the attendant can dial and lists intervals and limits set for the system that the attendant needs to know 1 2 CHAPTER 1 INTRODUCTION e Chapter 10 References lists other switch documents e Chapter 11 Glossary Provides an alphabetical listing and brief definitions of words and terms used with the attendant console and communications systems e Chapter 12 Indexi Provides an alphabetical listing of the information within this guide For ease of use all key words within a title or term are listed 1 3 CHAPTER 2 DESCRIPTION CHAPTER 2 DESCRIPTION This chapter describes the two attendant
96. m Manager can assign the remaining 19 buttons as optional feature buttons on attendant consoles used in all systems or as Hundreds Group Select HGS buttons in Generic 1 systems only based on the needs of the individual attendant l The location of the fixed feature buttons within the Feature Area of the attendant console is shown in Figure 2 10 Figure 2 10 also shows where the software locates the Night Position Busy and Hold buttons on the attendant console The buttons and associated lamps function as follows Feature Buttons Split Calls are split from the console when the attendant active on a call wants to talk to another party privately and presses the desired button to originate another call on the same call appearance The original party is split away and the attendant can talk to the new party without the original party hearing the conversation If the attendant presses the Split button the original party and the attendant are conference together Hold Places a call on hold The Hold lamp associated with the call appearance button lights steadily The Hold lamp is described in Call Appearance Button Area Forced Release Releases the attendant and disconnects all parties on an active trunk to trunk connection established by the attendant With all system versions except V1 the top lamp associated with the Forced Release button Basic Console only lights when a call is waiting in the attendant s individual
97. messages have been retrieved and read to the caller To connect the user to the person who left the displayed message 1 Press Make Call if provided or press Start dial displayed extension number Split lamp lights Disconnected from caller Z Ringing heard 2 Press Release Z Requesting caller is connected to person who left message Io delete a message 1 While a message is being displayed press Delete Msg e Displayed message deleted 4 35 CHAPTER 4 USING THE FEATURES 2 To delete additional messages continue to press Next or Next Msg then Delete Msg Z When all messages are deleted display shows NO MESSAGES 3 Press Normal Mode Z Procedure complete Multiple Listed Directory Numbers This feature provides access to the system over a maximum of 50 listed directory numbers Calls incoming to these numbers are routed to the attendant console s to be extended to the requested person or department The alphanumeric display shows the trunk identification of the trunk group used on the call Network Access Private This feature allows calls to be connected to networks such as Common Control Switching Arrangement CCSA Electronic Tandem Network ETN and Enhanced Private Switched Communications Service EPSCS A private network is dedicated to a company and is accessed by dialing the Private Network access code usually 8 After accessing the private network the attendant or the calling
98. mp at an idle call appearance button lights Pos Avail lamp goes dark 2 Dial the Call Forwarding All Calls activation access code e Second dial tone heard 3 Dial the extension number of the user whose calls are to be forwarded the forwarding extension Third dial tone heard 4 10 CHAPTER 4 USING THE FEATURES 4 Dial the forwarded to number and listen for call progress tones Confirmation tone Call Forwarding All Calls activated e Intercept tone Call Forwarding arrangement cannot be activated due to restrictions assigned to forwarding or forwarded to numbers go to Step 6 or d 5 Press Release Atnd lamp and the display go dark e Pos Avail lamp lights Procedure complete 6 To try again or place another call immediately press Cancel Dial tone heard e Return to Step 2 7 To abandon the call attempt press Release Atnd lamp and the display go dark Pos Avail lamp lights Procedure complete To deactivate Call Forwarding All Calls for a particular extension 1 Press Start e Dial tone heard Atnd lamp at an idle call appearance button lights Pos Avail lamp goes dark 2 Dial the Call Forwarding All Calls deactivation access code e Second dial tone heard 3 Dial extension for which the feature is being deactivated forwarding extension Confirmation tone heard feature deactivated 4 11 CHAPTER 4 USING THE FEATURES 4 Press Release e Atnd lamp a
99. n up arrow a Down button labeled with a down arrow and a Select button Three different ringer volumes can be adjusted These are the incoming calls calls waiting and timed reminder tone volumes These are the same volumes that are adjusted by the three slide switches located on the front panel of the Basic Attendant Console Ringer volume can be adjusted for each of these tones in either of the following two conditions While the ringer is on tone is present Pressing and releasing the Up or Down button while the appropriate tone is present varies the volume of the tone When this is done a bar graph appears on the attendant display along with the name of the tone The bar graph shows the volume level of the tone being heard To change a tone volume push one of the volume control buttons several times while the tone is present As this is done the volume and the bar graph will change Holding the button after pushing does not affect tone volume any more than a quick push and release e While the ringer is off To change the ringer volume while a tone is not present simply press and release the Up or Down button When this is done a bar graph appears on the attendant display along with the name of the tone The bar graph shows the volume level of the tone indicated on the display The volume of that tone can be changed by pressing and releasing the Up or Down button the required number of times As this is done the bar graph wi
100. nd the display go dark Pos Avail lamp lights Procedure complete Call Park This feature allows an incoming call to be put on hold at an extension number and then be retrieved from any voice terminal in the system It is particularly useful to an attendant who is asked by a caller to page another party You can park a call on any extension number in the system In addition the console group can have up to ten extension numbers that are used exclusively for Call Park These extension numbers are not assigned to voice terminals They are used only by attendants to park calls and can be assigned to the selector console for quick access The Busy Lamp Field BLF lamp associated with the number will light to show when a call is parked You can use Call Park with the feature After parking an incoming call page the desired party and announce the extension number where the call is parked When the paged party dials the Call Park Answer Back code and the parked extension number the two parties are connected If a parked call is not answered within a preset time the call returns to an attendant console for assistance Such calls may have been originally parked by an attendant the system or a voice terminal user When a parked call returns to the console call identification is displayed To park a call 1 Press Start Dial tone heard Splitlamp lights Caller is separated from the connection 2 Dial the Call Park access c
101. ng distance calling Central Office Codes The first three digits of a 7 digit public network telephone number These codes are numbered from 200 through 999 Central Office Trunk A telecommunications channel that provides access from the system to the public network through the local central office Class of Restriction COR A number O through 63 that specifies the restrictions assigned to voice terminals voice terminal groups data modules and trunk groups Confirmation Tone Three short bursts of tone followed by silence indicates that the feature activated deactivated or canceled has been accepted 11 2 CHAPTER 11 GLOSSARY Console See Attendant Console Coverage Answer Group A group of up to eight voice terminals that ring simultaneously when a call is redirected to it by Call Coverage Any one of the group can answer the call Coverage Call A call that is automatically redirected from the called party s extension number to an alternate answering position when certain coverage criteria are met Coverage Path The order in which calls are redirected to alternate answering positions Coverage Point The attendant positions as a group Direct Department Calling group Uniform Call Distribution group Coverage Answer Group a voice terminal extension or Message Center Hunt Group designated as an alternate answering position in a coverage path Covering User The person at an alternate answering position w
102. nk group in night service Displays call related information for the active call appearance pressing the button causes the user to exit the Message Retrieval the Directory mode or all other display modes and completes the Immediate Manual Override and Clocked Manual Override procedures Associated status lamp flashes if a call warning threshold has been reached Associated status lamp flashes if a time warning threshold has been reached Associated lamp indicates that the PMS link has failed V3 and G1 2 19 CHAPTER 2 DESCRIPTION 2 20 D gt Ie 3 E so 9 iE i F i ri Table 2 A Attendant Console Feature Buttons Contd TYPICAL BUTTON LABEL ei 4 Timer SMDR 2 Failure In E Korm WHAT THE BUTTON DOES Activates AP Demand Print Associated lamp indicates a priority call Silences the Timed Reminder tone Releases an agent from an ACD call Allows the attendant to access trunk groups on remote system G1 only Displays the number assigned to a button administered through the Facility Busy Indication feature Associated status lamp lights if the System has a problem that escalates beyond a warm start Displays elapsed time Displays the name of the trunk group being used on a CAS call and can also display the name of a trunk group administered for no outgoing display used for an outgoing call V3 and G1 Lights when the interface to the primary SMDR output device has a
103. ns If a multi appearance voice terminal is the Night Service answering position the terminal may be assigned a Flash button which is used to extend CAS calls If a Flash button is not provided the Conference or Transfer button may be used however the button functions are not the same as for the normal conference or transfer operation Descriptions of the procedures follow The CAS calls can be put on Remote Hold any time a caller wishes to wait The CAS calls should not be put on hold at the voice terminal because it ties up the RLT If the terminal has a display it may also be assigned a Trunk Name button This button is useful in a Distributed Communications System DCS environment Since the normal DCS display from a system user is name and extension number the branch location originating the CAS call is not identified However pressing Trunk Name while on an active CAS call with a system user will display the RLT name The Trunk Name button can also be pressed to display the name of an outgoing trunk group that is administered for no outgoing display The Trunk Name button can also be used by the attendant To answer an incoming CAS call 1 Press the call appearance button where the green lamp is flashing Z Listen for call identification tone if provided by the branch Display if provided identifies the branch location or DCS calling information 2 Answer the call and assist the caller as necessary The call can n
104. nsion Recall on Call Waiting V3 RLT Name and Trunk Access Code Recall on Call Waiting Generic 1 Callers Name and Extension Remote Hold Recall V3 RLT Name and Trunk Access Code Remote Hold Recall Generic 1 Caller s Name and Extension Others including Coverage Calls RLT Name and Trunk Access Code The console may have a Trunk Name button that is useful in a DCS environment Since the normal DCS display from a system user is name and extension number you may not know which branch location originated the call However if you press Trunk Name while on an active call from a system user the RLT name will be displayed The Trunk Name button can also be pressed to display the name of an outgoing trunk group that is administered for no outgoing display 6 3 CHAPTER 6 Centralized ATTENDANT SERVICE CAS V3 AND GENERIC 1 SYSTEMS Operating Procedures To answer an incoming CAS call 1 Press the call appearance button where the Atnd lamp is flashing Z Ringing stops Z Atndlamp lights steadily Pos Avail lamp remains dark Z Listen for call identification tone if provided by the branch Z Display identifies the originating branch location Console is connected to the caller 2 Answer the call and assist the caller as necessary The call can now be extended held at the console placed on Remote Hold or ended To extend a CAS call to the originating branch 1 Press Start Caller is separated from th
105. nt group reaches an administered threshold pressing the button displays the queue status Lamp flashes when the oldest call in the attendant group reaches an administered Attendant Queued Time threshold pressing the button displays the queue status Places a call to a split supervisor Makes the user automatically available for new ACD calls upon completion of an ACD call Allows the attendant to enter a wakeup call for a guest feature V3 and G1 Makes the console in a hunt group unavailable to incoming calls to the group V3 and G1 Lamp shows busy idle status of the assigned trunk or extension number button places a call to that facility Busy Indication feature Activates Busy Verification of Terminals and Trunks Associated lamp indicates that backup service is in effect For V2 V3 and G1 only Cancels outward calling restriction for the voice terminal of a guest room when the room is occupied Hospitality Services feature V3 and G1 CHAPTER 2 DESCRIPTION Table 2 Attendant Console Feature Buttons Contd TYPICAL WHAT THE BUTTON LABEL BUTTON DOES Activates outward calling restriction for the voice terminal of a guest room when the room is vacated Hospitality Services feature V3 and G1 Displays an internal callers Class of Restriction EAA Changes the active routing plan to another routing plan on a specified day and time Time of Day Routing feature Generic 1 systems only Conn
106. ntercept tone heard invalid trunk access code or Personal Central Office Line trunk group Press Cancel and try again 3 Dial desired trunk group member number INVALID displayed and intercept tone heard invalid trunk group member number Press Cancel and try again e VERIFIED displayed and confirmation tone heard trunk is idle and 1 way incoming verification is successful Release from the call e Ringback heard trunk is idle automatic tie trunk or release link trunk verification is successful Release from the call Dial tone heard trunk is idle and can be used to place a test call verification successful Place a test call or release from the call e BRIDGED displayed you are bridged onto an active call and initial warning tone has been applied to call verification successful Talk to the bridged parties or release from the call OUT OF SERVICE displayed and reorder tone heard a trouble condition exists on the trunk Press Cancel and report the out of service condition to appropriate personnel 8 5 CHAPTER 8 USING THE CONSOLE TO TROUBLESHOOT THE SYSTEM DCS Busy Verification of Terminals and Remote Trunks This feature allows attendants to place test calls to trunks and voice terminals at a remote location within the same DCS network Busy Verification provides an easy method of checking the condition of these facilities When the feature is activated you can distinguish between a v
107. nually activated it can also be manually deactivated Automatically by the system when the RLTs are maintenance busy or are out of service When the system activates CAS Backup Service the system will also deactivate it when the RLTs are available again The user at the CAS backup position cannot deactivate CAS Backup Service if it was activated by the system When CAS Backup Service is active all attendant seeking CAS calls for the branch location will terminate at the backup position The backup position can then extend or transfer calls the same as any other incoming call To activate CAS Backup Service 1 Press CAS Backup Lamp associated with button lights To deactivate CAS Backup Service 1 Press CAS Backup Lamp associated with button goes dark CHAPTER 6 Centralized ATTENDANT SERVICE CAS V3 AND GENERIC 1 SYSTEMS CAS Night Service Operations When the CAS attendant activates Night Service for the CAS main location CAS calls will terminate at the CAS main night service destination If the night destination is not a console CAS calls will be answered at a voice terminal When a CAS call is extended by a Night Service voice terminal user that call will return to the Night Service terminal if it is not answered The Night Service voice terminal user can then put the call on Remote Hold if the caller wishes to wait or can ask the caller to call again later Multi Appearance Voice Terminal Operatio
108. numeric Display Area in Chapter 2 and are repeated here The call purpose code tells you why the call was ENT The call purpose codes associated with Call Coverage and their meanings are as follows b Busy The called voice terminal user is active on a call and the called voice terminal has a temporarily bridged appearance of the call e d Doesn t Answer or Cover The called voice terminal was not answered or the calling system user sent the call to coverage This code also means that the called voice terminal has a temporarily bridged appearance of the call s Send All Calls All calls to this number are being sent temporarily to coverage The most common reason for sending all calls to coverage is that the person who normally answers the calls is unavailable for an extended period of time perhaps due to vacation or illness When Send All Calls is activated at a voice terminal all incoming calls to that terminal will immediately redirect to coverage This redirection means that the voice terminal doesn t ring and the calling party doesn t have to wait so long for the call to be answered CHAPTER 4 USING THE FEATURES When a redirected call arrives at the console the left portion of the display identifies the source of the call by showing a name number or some other identification and identifies the destination of the call by showing a name or number The right portion of the display shows the call purpose code F
109. o to Step 5 5 Press Release e Procedure complete Loudspeaker Paging Access Deluxe Generic 1 Only Note Loudspeaker Paging Access Deluxe is a system option Ask your System Manager if Loudspeaker Paging Access Deluxe is available on your system This feature combines the traditional Call Park and Loudspeaker Paging Access features into one feature The feature allows attendants to access loudspeaker paging equipment and to park calls with the activation of only one feature Also this feature allows you to page for yourself or a caller and to specify which extension number the paged party is to use You can park a call on any extension number in the system If you select your individual attendant extension number as the answer back or call park number you can simply press the pound key on the dial instead of entering the station s extension number In addition the console group can have up to ten extension numbers that are used exclusively for Call Park These extension numbers are not assigned to voice terminals They are used only by attendants to park calls and can be assigned to the selector console for quick access The Busy Lamp Field BLF lamp associated with the number will light to show when a call is parked After parking an incoming call page the desired party and announce the extension number where the call is parked When the paged party dials the Call Park Answer Back code and the parked extension numbe
110. ode Dial tone heard 4 12 CHAPTER 4 USING THE FEATURES 3 Use the touch tone dial or the selector console to access the extension number where the call is to be parked Listen for call progress tone Confirmation tone the call is parked go to Step 4 e Busy tone a call is already parked at the dialed extension number go to Step 5 4 Press Release e Atnd and Split lamps and the display go dark Pos Avail lamp lights Call is now parked at the dialed extension number and you can page the other party 5 To try another extension number press Cancel Return to Step 1 e Busy tone stops You are reconnected to the caller Code Calling Access This feature allows attendants to page a called party with coded chime signals in up to nine areas zones In addition one zone can be provided to activate all zones at the same time An access code is provided for each zone and for all zones When you dial the Code Calling Access code and the extension number assigned to the paged party the system translates the number to a chime code and plays the chimes over loudspeakers The call is automatically parked by the feature on the paged partys extension number The paged party answers the call by dialing a Call Park Answer Back code and his or her own extension number You can combine call extending procedures and code calling to connect an incoming call to a system user You have the standard options of relea
111. ode press another display mode button such as Normal Mode 4 22 CHAPTER 4 USING THE FEATURES Integrated Services Digital Network ISDN Primary Rate Interface PRI Generic 1 This feature provides display information in addition to the normal display information described in Chapter 2 under The following terms are associated with ISDN PRI display information e Station Identification SID Number This is the 10 digit number associated with each voice terminal The SID number includes the area code the office code and the local extension number for example 201 772 41 68 Automatic Number Identification ANI This is the calling party s billing number used by the inter exchange carrier through Equal Access If the SID number is not available on an incoming ISDN call the ANI will be displayed ISDN PRI display information will be shown on the first line of the display and includes the following Z Calling Party s Number When an incoming ISDN PRI call that was originated at a Generic 1 system is received and assuming the SID was sent the calling partys SID number will be displayed On other calls either the SID number or the AN will be displayed A 10 digit number display will include a dash between the area code if shown the office code and the local number Extension numbers and 12 digit international numbers are displayed without dashes e Calling Party s Name When an incoming ISDN PRI cal
112. oice terminal or trunk that is truly busy and one that only appears busy because of some trouble condition The result of a busy verification test may be an intercept tone display or conversation with the called facility In the following procedures a successful verification tells you that the facility is probably working properly a failure tells you that the facility should be reported for maintenance To busy verify a voice terminal in DCS environment 1 Press Busy Verify e Busy Verify lamp lights steadily 2 Dial the desired extension number e Intercept tone heard invalid extension Press Cancel and try again e DENIED displayed and reorder tone heard a trouble condition exists on the DCS link Press Cancel and report the out of service condition to the appropriate personnel e Ringback is heard called extension is idle and ringing verification is successful Talk to the called party or release from the call Your call is bridged onto an active call and initial warning tone was applied to the call verification successful Talk to the bridged parties or release from the call e Reorder tone heard a trouble condition exists at the terminal or it may apply to a terminal administered without hardware and not be a trouble condition Press Cancel and report the out of service condition to appropriate personnel To busy verify a remote trunk in a DCS environment Simple Verification Method 1 Pre
113. or example TOM SMITH to BILL JONES S The above display identifies an inside call from Tom Smith to Bill Jones Mr Jones has activated Send All Calls and all of his calls are temporarily being redirected to coverage Proper names Smith and Jones or extension numbers indicate inside calls Outside calls are identified by the name assigned to the trunk group that the call comes in on For example LOCAL to BILL JONES b The above display identifies an outside call on trunk group local to Bill Jones He is busy on another call so this call has redirected to coverage On a call such as this you can answer with Mr Jones name give a reason why he didn t answer the call and provide other assistance as required Other assistance normally means one of the following e f the calling party indicates that the call is important determine if Mr Jones wants to accept the call You can talk to Mr Jones privately by pressing the Consult button If Mr Jones wants to accept the call extend it back to him f someone else can help the calling party extend the call to that person e f the calling party wants to leave a message for Mr Jones take the message and then press the LWC button This operation leaves an electronic message for Mr Jones to call you When he calls you can relay the message e f the calling party is an internal system user and the message is simply to return the call you can press the Cover Cback Coverage Ca
114. ort to caller and then press Release Procedure complete Controlled Restrictions This feature allows attendants to activate or deactivate the following restrictions for individual voice terminals or groups of voice terminals on a Class of Restriction basis ZOutward The voice terminal s cannot be used for placing calls to the public network Such call attempts receive intercept treatment Total The voice terminal s cannot be used for placing or receiving calls Direct Inward Dialing calls are routed to an attendant or a recorded announcement as specified for the system All other calls receive intercept treatment e Station to Station V3 and Generic 1 systems The voice terminal s cannot receive or place station to station calls Such call attempts receive intercept treatment e Termination V3 and Generic 1 systems The voice terminal s cannot receive any calls Incoming calls are routed to the attendant are redirected through the Call Coverage feature or receive intercept treatment These restrictions override restrictions assigned by the Class of Restriction COR Feature access codes are assigned for individual and group restrictions The attendant activates the desired restriction by dialing the restriction activation code followed by a 1 for outward 2 for total 3 for termination or 4 for station to station and then dialing the extension number to restrict one voice terminal or dialing the COR number to
115. ose required when the trunk group is at the local Switch If a trunk is controlled callers who attempt to use the trunk get Intercept Treatment from the switch where the trunk is located not necessarily from the switch that activated the Attendant Control of Trunk Group Access ACTGA Thus an attendant activating ACTGA for a trunk on a remote switch causes intercepted calls to route to the attendants on the remote switch assuming the remote switch uses its own attendants Attempts to activate ACTGA for a remote trunk group that has a different trunk access code TAC than the local switch causes the control lamp of the Trunk Group Select button to flutter for a couple of seconds Contact the system Administrator if this problem occurs DCS Attendant Display In a DCS environment the Attendant Display feature has the same transparency with respect to Calling Party Identification Called Party Identification Class of Restriction COR display and Class of Service COS display On V1 systems or when using the COR button for V2 systems the called party s COR is displayed only if the called party is located on another system The called party s COR is displayed only if the called party is located at another V2 V3 or Generic 1 If the called party is located at a DIMENSION PBX or System 85 the called partys COS is displayed In both cases calling and called party identification only the COR number is displayed The restriction identi
116. ow be extended ended or put on Remote Hold 6 8 CHAPTER 6 CENTRALIZED ATTENDANT SERVICE CAS V3 AND GENERIC 1 SYSTEMS To extend a CAS call to the originating branch using the Flash button 1 Press Flash Flash lamp lights for 2 seconds 2 Dial the requested extension number 3 End the call by going on hook or by pressing another call appearance button the Disconnect button or the Drop button Calling party is connected to the ringing line RLT is dropped To extend a CAS call to the originating branch using the Conference or Transfer button 1 Press Conference or Transfer 2 Dial the requested extension number 3 End the call by going on hook or by pressing another call appearance button the Disconnect button or the Drop button Calling party is connected to the ringing line RLT is dropped To put a CAS call on Remote Hold 1 Press Flash or Conference or Transfer 2 Dial the Remote Hold feature access code as administered at the originating location Z Listen for Remote Hold confirmation tone 3 End the call by going on hook or by pressing another call appearance button the Disconnect button or the Drop button ZCall is on Remote Hold RLT is dropped To cancel a CAS call 1 Press Flash or Conference or Transfer The extended call is dropped or Remote Hold attempt is deactivated 6 9 CHAPTER 6 Centralized ATTENDANT SERVICE CAS V3 AND GENERIC 1 SYST
117. p being used The System Manager can suppress the name of any trunk group If such a trunk group is accessed the called party portion of the display is blank 2 22 CHAPTER 2 DESCRIPTION Generic 1 V2 and V3 Systems On calls to a system user the display shows the digits as they are dialed After the dialing is complete the display shows the called party s name and extension number If no name is assigned only the called party s extension number is displayed On outgoing trunk calls the display shows the digits as they are dialed followed by the name and trunk access code assigned to the trunk group being used The System Manager can suppress the name of any trunk group If such a trunk group is accessed the name portion of the display is blank e System User s Class of Restriction COR All system users have a COR to define their calling privileges The COR is a 2 digit number followed immediately by a hyphen and a 4 character identifier With V1 systems the display shows a users COR whenever the attendant places or answers an internal call With all other system versions the attendant must press the COR button to display a users COR The COR information can be obtained from the System Manager The restriction identifiers are as follows ORIG Origination restriction OTWD Outward restriction TOLL Toll restriction CODE Code restriction NONE No restriction Call Purpose This refers to calls that are
118. party can dial the desired number to complete the call If intercept tone is heard the call is not authorized If reorder tone is heard or if the called party is busy try the call later Network Access Public For outgoing calls to the public network the Automatic Route Selection ARS feature if available can be used to select the best route available at the time the call is placed For manual route selection dial access codes can be assigned to outgoing routes Attendants dial the assigned access code or press an assigned Trunk Group Select button to access local central office trunks foreign exchange trunks and wide area telecommunications service WATS trunks After second dial tone is heard the attendant dials the desired number or presses Release to allow the calling party to dial Night Service This feature directs all attendant group calls for the principal and daytime attendant consoles to a night console if provided With Generic 1 V2 and V3 systems principal and daytime consoles can still receive individual attendant calls The night console is identical to the principal console and operating procedures are the same for both consoles CHAPTER 4 USING THE FEATURES If a night console is not provided incoming calls either direct to designated extension numbers Night Station Service feature when provided or activate a gong a bell or chimes these calls can be answered by any voice terminal user Trunk Answ
119. peration requested activated or deactivated has been accepted Coverage Tone One short burst of tone indicates that a call to an extension number will be answered at another extension number by a covering user Dial Tone A continuous steady tone indicates that the system will accept dialing or that a feature can be activated Intercept Tone An alternating high and low siren type tone indicates either that the number was dialed incorrectly or that a feature request is denied Reorder Tone A fast busy tone repeated 120 times a minute indicates either that all trunks within a particular trunk group are busy or that the feature requested is not currently available After hearing reorder tone the call or feature request can be attempted again later Call Waiting Ringback Tone A low pitched tone identical to the ringback tone except that the volume decreases during the last 0 2 second of tone Indicates that the Attendant Call feature is activated and that the called voice terminal user is aware of the waiting call Tones Generated at Console The attendant console also generates the following tones that are not heard through the handset Ringing An on off low pitched tone indicates that an incoming call is connected to a console call appearance button and is waiting to be answered Calls Waiting Tone An on off medium pitched tone indicates that one or more incoming calls are waiting in queue to be answered
120. played as they are dialed The display of dialed digits may be overwritten by the trunk group name depending on how the System is administered Once the call is connected the displays for the calling and called parties are as described below If both the name and number information are available the displays are as follows The MISCID is not always provided eCalling Party Display a CALLED NAME CALLED NUMBER MISCID e Called Party Display a CALLING NAME CALLING NUMBER MISCID If only the name information is available the displays are as follows Called Party Display a CALLED NAME MISCID e Called Party Display a CALLING NAME MISCID 4 24 CHAPTER 4 USING THE FEATURES If only the number information is available the displays are as follows Z Calling Party Display a ANSWERED BY CALLED NUMBER MISCID Called Party Display a CALL FROM CALLING NUMBER MISCID If neither the name nor number information is available the displays are as follows ZCalling Party Display a DIALED NUMBER MISCID or a TRUNK NAME MISCID e Called Party Display a TRUNK NAME MISCID Redirected ISDN PRI Call Redirected ISDN PRI calls are those that have been redirected from the called party s extension through features such as Call Coverage and Call Forwarding All Calls Once the call is connected the displays are as follows Z Calling Party Display a CONNECTED NAME CONNECTED NUMBER MIS
121. r A device with a speaker used in electronic voice terminals to alert the user Trunk A telecommunications channel between two switching systems Trunk Group Telecommunications channels assigned as a group for certain functions 11 6 CHAPTER 11 GLOSSARY Uniform Dial Plan UDP A feature that allows a unique 4 or 5 digit extension number for each terminal in a Distributed Communications System DCS or Main Satellite Tributary configuration Voice Terminal A single line or multi appearance voice instrument telephone Wide Area Telecommunications Service WATS A service that allows calls to a certain area or areas for a flat rate charge based on expected usage 800 Service A service that allows incoming calls from a certain area or areas to an assigned number for a flat rate charge based on usage CHAPTER 12 Coverage Callback 4 9 4 8 Coverage Message Retrieval 2 29 4 34 CHAPTER 12 INDEX INDEX Buttons Continued 29 Trunk Group Select 2 5 6 3 0 Trunk Name c Call Answer a Timed Reminder Call Appearance Buttons 2 7 Calling Party Display Information Calls Centralized Attendant Service CAS 6 1 Coverage 12 1 CHAPTER 12 INDEX Calls Continued D Date Time Button DCS Attendant Call Waiting5 1 Transferring Calls to Display Code Calling Access Associated With CAS Call Conference Call Appe
122. r the two parties are connected If a parked call is not answered within a preset time the call returns to the party who parked the call When a parked call returns to the console the original call identification is displayed Nine paging zones and a paging zone to activate all nine paging zones can be provided A paging zone is the location of the speakers and is selected based on the likelihood that the paged party will be within the sound of the loudspeaker Attendants can page individuals by pressing the Page 1 through Page 9 or Page All buttons if provided on the Trunk Group Select area of the attendant console or by dialing a trunk access code 4 31 CHAPTER 4 USING THE FEATURES In addition to or instead of the system loudspeaker paging equipment a variety of PagePac paging systems can be used The largest of these supports 39 paging zones Your System Manager will inform you if your system includes this equipment and its associated 1 or 2 digit selection code The allowable paging time is preset for the system The System Manager will provide this information If the preset time interval expires while an announcement is being made the call is disconnected intercept tone is heard Note The attendant cannot extend calls to a loudspeaker paging device To Page for a caller 1 Press Start Dial tone heard e Split lamp lights Caller is separated from the connection 2 Dial the page zone or PagePac paging
123. r 3 and looking at the lamp to the left of DXS button 21 If the lamp is dark the extension is idle A call can be extended or originated to that number If the lamp is lighted the call can still be extended The extension number may be active but another answering group member may be available or another call appearance may be idle on a multi appearance voice terminal Also the Attendant Call Waiting feature can be activated for a single line voice terminal Attendant Call Waiting is described in Chapter 4 When the number represented by the DXS button is assigned to a group such as a terminating extension group or trunk group the lamp lights only when all members of the group are busy and the queue if provided is full If all available call appearances on a multi appearance voice terminal are active or if the Attendant Call Waiting feature cannot be activated the attendant hears busy tone Attendant Console Tones Tones Heard Through Handset or Headset While operating the console the following tones may be heard through the handset or headset Ringback Tone A low pitched tone repeated 15 times a minute the electronic version of the conventional ringing heard when the number dialed is being rung Busy Tone A low pitched tone repeated 60 times a minute indicates that the extension number dialed is active busy CHAPTER 2 DESCRIPTION Confirmation Tone Three short bursts of tone indicates that the feature o
124. r number are displayed 2 Report the trunk problem and the identification information to the System Manager or other appropriate maintenance personnel Other Maintenance Tips If your console is in the active mode but does not receive any calls be sure to check the Night button and status lamp If the lamp is lighted the system is in night service no calls can terminate on day only or principal consoles Press the Night button on the principal console to extinguish the lamp and restore the console to normal service If other status lamps are lighted verify that they are not caused by stations administered without hardware AWOH translations before pursuing other causes of trouble Complaints from system users that they are not receiving calls may mean that they have inadvertently activated the or feature In response to such a complaint place a call to the terminal check your display for an f or s call purpose code If either of these codes is displayed tell the user to deactivate the feature CHAPTER 9 SYSTEM SUMMARY CHAPTER 9 SYSTEM SUMMARY List of Dial Codes The Basic and Enhanced Consoles have 19 programmable feature buttons However some features may not be assigned to a button but can be accessed by dial code The following is a list of the feature activate and deactivate codes The System Manager will fill in the codes Feature Code Announcement Access Code Answer Back Answer a Parked Call Automatic Alternate
125. s of features can be found in the following documents DEFINITY Communications System Generic 1 and System 75 Hospitality Operations 555 200 723 AT amp T System 75 Automatic Call Distribution ACD Agent Instructions 555 200 722 e AT amp T System 75 Automatic Call Distribution ACD Supervisor Instructions 555 200 724 This issue replaces all previous issues of this document Reasons for reissue include the following To include information on enhanced DEFINITY Communications System Generic 1 To include information on an additional attendant console model called the enhanced attendant console To include information on an additional selector console model called the enhanced selector console To include the Loudspeaker Paging Access Deluxe feature To include information on hundreds group numbers for systems that handle more than 800 lines To clarify some existing information to make the guide easier to use This guide contains terms that specifically apply to the system attendant console they are defined in the text where they are first used and are also entered in the Glossary Terms associated with communications systems in general are listed and defined in the Glossary The information contained in this guide applies to DEFINITY Communications System Generic 1 single and multi carrier cabinet e System 75 Version 1 Version 2 and Version 3 System 75 XE Version 2 and Version 3
126. sic Attendant Console or the Enhanced Attendant Console The Enhanced Selector Console if used can be paired with either the Basic Attendant Console or the Enhanced Attendant Console The selector console is an adjunct to the attendant console It provides the Direct Extension Selection DXS With Busy Lamp Field BLF feature This feature provides a visual indication of the busy or idle status of the extension numbers assigned to the system Calls are placed by pressing a Group Select button and a DXS button The Basic Selector Console has 8 Group Select buttons while the Enhanced Selector Console has 20 Group Select buttons 2 1 CHAPTER 2 DESCRIPTION Functional Areas This part contains descriptions of the following attendant console functional areas Trunk Group Select Ares Cal Appearance Area Cal Processing Area e Feature Area Nphanumeric Display Areal Ringer Volume Control Area Enhanced Console Only e Selector Console Area ALPHANUMERIC DISPLAY AREA FEATURE BUTTON AREA CALL PROCESSING AREA TRUNK GROUP SELECT AREA PROGRAMMABLE FEATURE AREA CALL APPEARANCE AREA RETURN HANDSET CALLS CALL CRADLE INCOMING WAITING TONE LAMP CALLS TONE VOLUME TEST ALERTING VOLUME CON SWITCH TONE CONTROL VOLUME CONTROL Figure 2 1 Basic Attendant Console 301A1 A 003 2 2 CHAPTER 2 DESCRIPTION ALPHANUMERIC DISPLAY AREA DISPLAY FEATURE BUTTON AREA RI
127. sing the call waiting for the paged party to answer or holding the call on the console 4 13 CHAPTER 4 USING THE FEATURES To extend a call using Code Calling Access 1 4 14 After answering an incoming call tell the caller that you are going to break the connection temporarily split then press Start e Dial tone heard e Split lamp lights e Caller is separated from the connection Dial the desired Code Calling Access code e Dial tone heard Dial the extension number assigned to the person being paged and listen for call progress tone e Confirmation tone call is parked on paged party s extension number and paged party is paged chime signals play at once and can play up to three times while attendant remains connected to the call e Busy tone heard go to Steps 7 and 8 To drop out of the call before the paged and calling parties are connected press Release chime signals play once e Split lamp goes dark e Procedure is complete To establish a 3 way call wait for the called party to answer then press Split chime signals play up to three times e Split lamp goes dark e Three way conversation established To hold the call on the console press Hold e Hold lamp at call appearance used for call lights steadily e Pos Avail lamp lights If busy tone is heard press Cancel e Busy tone stops e You are reconnected to the caller CHAPTER 4 USING THE FEATURES 8 Rep
128. sole active in hunt group again Integrated Directory This feature enables attendants to retrieve extension numbers from the system directory The directory contains an alphabetical listing of up to 400 V1 systems or 800 V2 V3 and Generic 1 systems names and numbers of people within the system With Integrated Directory you can use the touch tone buttons on the console to key in a name and retrieve the extension number assigned to that name Instead of shuffling through a lot of papers trying to find an extension number you just key in that person s name and the extension number assigned will appear on the alphanumeric display You can enter the Integrated Directory mode whether or not you are active on a call Also calls can come in to the console while the Integrated Directory mode is active Integrated Directory is really quite simple to use To enter the Integrated Directory mode simply press the Intgrtd Directory button After this button is pressed the tones that you normally hear when you press the touch tone buttons are silenced The buttons are now used exclusively for keying in names They cannot be used to dial extension numbers or access codes You can however place calls or activate features if dialing is not required 4 20 CHAPTER 4 USING THE FEATURES To find a specific person s extension number press the touch tone buttons to spell the name The formats listed below are acceptable however it is faster to
129. ss ACA ACA lamp goes dark ACA deactivated 8 3 CHAPTER 8 USING THE CONSOLE TO TROUBLESHOOT THE SYSTEM Busy Verification of Terminals and Trunks This feature allows attendants to place test calls to trunks voice terminals and hunt groups Direct Department Calling and Uniform Call Distribution groups Busy Verification provides an easy method of checking the condition of these facilities When the feature is activated you can distinguish between a voice terminal or trunk that is truly busy and one that only appears busy because of some trouble condition or because it was administered without hardware The result of a busy verification test may be a display tone or conversation with the called facility In the following procedures a successful verification tells you that the facility is probably working properly a failure tells you that the facility should be reported for maintenance To busy verify a voice terminal 1 Press Busy Verify Busy Verify lamp lights steadily 2 Dial the desired extension number INVALID displayed and intercept tone heard invalid extension Press Cancel and try again TERMINATED displayed and ringback heard called extension is idle and ringing verification is successful Talk to the called party or release from the call e BRIDGED displayed your call bridged onto an active call and initial warning tone was applied to the call verification successful Talk to the
130. ss Busy Verify Busy Verify lamp lights steadily 2 Press desired Trunk Group Select button Dial tone go to Step 3 8 6 CHAPTER 8 USING THE CONSOLE TO TROUBLESHOOT THE SYSTEM Intercept tone heard invalid trunk access code or Personal Central Office Line trunk group Press Cancel and try again 3 Dial desired trunk group member number DENIED displayed and reorder tone heard a trouble condition exists on the DCS link Press Cancel and report the out of service condition to the appropriate personnel Confirmation tone heard trunk is idle and 1 way incoming verification is successful Release from the call e Ringback heard trunk is idle automatic tie trunk or release link trunk verification is successful Release from the call e Dial tone heard trunk is idle and can be used to place a test call verification successful Place a test call or release from the call Your call is bridged onto an active call and initial warning tone has been applied to call verification successful Talk to the bridged parties or release from the call e Reorder tone heard a trouble condition exists on the trunk Press Cancel and report the out of service condition to appropriate personnel To busy verify a remote trunk in a DCS environment Two Button Push Verification Method E 1 Press Busy Verify Busy Verify lamp lights steadily 2 Dial desired trunk access code 3 Press Busy V
131. te Manual Override Note The green lamp at the Immediate Override button will be lighted if this option is already active However you can press the Immediate Override button to deactivate the option 1 Press Immediate Override Lamp at Immediate Override lights First line of display shows OLD ROUTE PLAN x ENTER NEW PLAN Where x is a number from 1 through 8 that identifies the routing plan currently in effect 4 38 CHAPTER 4 USING THE FEATURES 1 through 8 of the new routing plan Z Lamp at Immediate Override remains steadily lighted Z Display updates to OLD ROUTE PLAN x ENTER NEW PLAN y Where y is the number you just entered Note If you pressed any button other than 1 through 8 on the dialpad the Immediate Manual Override attempt is denied the display will return to the Normal mode You must repeat Step 1 to try again 3 Press Immediate Override or Normal Mode Lamp at Immediate Override remains steadily lighted Zlmmediate Manual Override is active To deactivate Immediate Manual Override 1 Press Immediate Override Lamp at Immediate Override goes dark Scheduled daily routing plan goes into effect immediately Clocked Manual Override This option lets you specify the day and time to override the scheduled Time of Day Routing plan You can also specify a deactivate day and time or you can manually deactivate Clocked Manual Override In the following procedure a
132. tendant seeking call is routed first to a local attendant and then to an IAS attendant if a local attendant is not available If the call is routed to an IAS attendant and the attendant extends the call back to the trunk group the following occurs In a Distributed Communications System DCS environment the call is recognized as an attendant originated call and is not redirected again in a non DCS environment the call is redirected by the branch system again because the call is recognized as an incoming call Attendant Console Display In a non DCS environment when a call is routed to an IAS attendant console by IAS the attendant console displays the call as an incoming tie trunk call In a DCS environment when a call is routed to an IAS attendant console from a branch system and the IAS trunk group is translated as a DCS trunk group the attendant console displays the caller s information CHAPTER 4 USING THE FEATURES Attendant Recall Call When a call is held by a local attendant at a branch system and one party of the call uses the Attendant Recall Call feature the call always alerts the local attendant console where the call is held regardless of whether IAS is in effect If an IAS attendant holds an IAS call the calling parties on the branch system cannot recall the attendant Attendant Return Call On a branch system with IAS in effect if a local attendant extends a call and the call goes unanswered after an administered time
133. the caller to try again later then press Release o extend a CAS call to a branch other than the originating branch 1 Press Start Caller is separated from the console on hold at the branch Note The split function does not work on CAS calls Listen for dial tone from the branch location Note Do not go to Step 2 until you hear dial tone The call will not go through if you dial the number before you hear dial tone 2 f your company locations have a Uniform Dial Plan go to Step 4 otherwise go to Step 3 3 Dial the trunk access code for the requested other branch location as administered at the originating branch 4 Dial the desired extension number of the other branch location 5 To complete the call use Step 4 5 or 6 in the above procedure To extend a CAS call to the originating branch CHAPTER 6 Centralized ATTENDANT SERVICE CAS V3 AND GENERIC 1 SYSTEMS To put a CAS call on Remote Hold at the originating branch location Note When a CAS caller wishes to wait the call should be put on Remote Hold not Hold to free the console and the RLT for other calls 1 Press Start 2 Dial the Remote Hold feature access code as administered at the originating branch location e Listen for Remote Hold confirmation tone 3 Press Release Z Call is on Remote Hold Procedure complete unless the call returns to the console To answer a returning call that was previously exten
134. the console to another destination Calls can be extended to an inside extension number or to an outside number through a trunk Extending a call consists of answering an incoming call splitting placing another call and then connecting the two calls together Once a call is extended you can release from the call or remain connected The following procedures for extending calls combine the basic call handling steps already presented in this chapter In all cases calls that have been extended can be held at the console rather than released You will extend calls for the following reasons A party on an incoming call requests to be connected to an extension number inside the system The incoming call will normally be a trunk call from outside the system but it can be from an inside extension number An inside extension user in your own system requests to be connected to an outside number through a trunk 3 8 de eue I huis Yen pg euren dut D E CHAPTER 3 OPERATING THE CONSOLE A party on an incoming trunk call requests to be connected to an outside number on another trunk To extend an incoming call to an inside extension number 1 After answering the incoming call tell the caller that you are going to break the connection temporarily split while you call the other party 2 Call the desired party using the normal procedures for placing a call to an inside extension number Split lamp lights 3 Use one of the follo
135. the status lamp at that feature button will flash When this occurs the button can be pressed to answer the call An attendant can activate and deactivate the Auxiliary Work V3 and Generic 1 systems or Make Busy V2 systems function associated with hunt groups Activation of either feature temporarily removes the console from the hunt group On a Basic console if Auxiliary Work V3 and Generic 1 systems or Make Busy V2 systems is located on the top row of the programmable feature buttons the top lamp at the button lights when at least one call is in the hunt group queue and flashes when the queue warning threshold is reached The bottom lamp indicates the Make Busy status of the console 4 19 CHAPTER 4 USING THE FEATURES Calls to an attendant console are answered in the following priority individual attendant extension number calls followed by 0 dialed calls and then hunt group calls When calls are waiting in the 0 dialed calls queue the call waiting tone is heard To activate Auxiliary Work or Make Busy function 1 Press AuxWork or Make Busy again Bottom lamp flashes attendant is last active member in group and there are still calls in hunt group queue cannot activate Auxiliary Work or Make Busy Z Bottom lamp lights steadily console is temporarily removed from hunt group To deactivate Auxiliary Work or Make Busy function 1 Press AuxWork or Make Busy again Z Bottom lamp goes dark con
136. tion Release 1 Version 1 555 200 650 Provides the procedures and associated forms for collecting system and terminal software information This information is used to initialize the system using the System Access Terminal AT amp T System 75 Implementation Release 1 Version 2 555 200 651 Provides the procedures and associated forms for collecting system and terminal software information This information is used to initialize the AT amp TSystem 75 and System 75 XE using the System Access Terminal AT amp T System 75 lmplementation Release 1 Version 3 555 200 652 Provides the procedures and associated forms for collecting system and voice terminal features This information is used with the Administration manual to initialize the AT amp T System 75 and System 75 XE using the System Access Terminal DEFINITY Communications System Generic 1 and System 75 555 200 701 Voice Terminal Operation Describes all the voice features and provides the how to operate instructions for each voice terminal Serves as a reference when defining user requirements AT amp T System 75 Automatic Call Distribution ACD Agent 555 200 722 Instructions Provides information for use by agents after training is completed The various ACD features are described and the procedures for using them are provided in this document The information in this document applies to Release 1 Version 3 and Generic 1 systems 10 3 CHAPTER 10 REFERENCES
137. tion of link trouble In Generic 1 systems four hardware alarm indicators can be assigned to users associated with system maintenance and users who monitor system performance The PMS Printer Alarm lamp lights when the PMS printer interface has a problem and the Auto Wakeup Alm lamp lights when the interface to the PMS Auto Wake printer has a problem The SMDR 1 Failure In and SMDR 2 Failure In lamps light when the interface to the primary and secondary SMDR output device respectively has a problem Features Used in Troubleshooting The following features listed earlier in Chapter 4 can be used by the console attendant for simple trouble isolation and analysis Step by step procedures for each feature are provided e Automatic Circuit Assurance V2 V3 Generic 1 systems j used for monitoring possible trunk failures Busy Verification of Terminals and Trunks V2 V3 Generic 1 systems used for placing test calls 8 2 CHAPTER 8 USING THE CONSOLE TO TROUBLESHOOT THE SYSTEM e Trunk Group Busy Warning indicators to Attendant used to provide an indication of trunk usage e Trunk Identification V2 V3 and Generic 1 systems used to specifically identify a trunk where trouble is encountered Automatic Circuit Assurance ACA This feature helps the attendants to identify possible faulty trunks The system maintains a record of individual trunk activity relative to short and long holding time calls The s
138. ure 2 1 or 2 2 2 Press and hold the Lamp Test switch located at the left front of the console All lamps in the alphanumeric display should light Each row of lamps on the console and the selector console should light and go dark in sequence from top to bottom Timed reminder tone heard 3 Release the Lamp Test switch Lamps return to their former state e Timed reminder tone stops 4 Close the panel Care and Cleaning To clean the console use a slightly dampened paper towel or soft cloth In most cases this procedure should be sufficient Oily substances on the console may require a fair amount of rubbing or even the use of a mild cleaner such as window cleaner or desk and office cleaner However if a cleaner is used it should not be applied directly to the console but should be applied to the cloth and then rubbed onto the console Be careful not to spill any type of liquid on the console Liquids spilled on the console will leak inside and damage the electronic components CHAPTER 7 ROUTINE MAINTENANCE Power Failure If commercial power fails the system s battery backup will keep the attendant console operating for a short time When this time expires the Power Failure Transfer feature will automatically activate and the console will not operate When power is restored all consoles are restored to normal operation When power fails all active calls and all calls on hold will be lost Also a
139. ve the call from the Emergency queue As soon as the attendant answers the Emergency tone is silenced if no other calls are in the Emergency queue The attendant display identifies the call with the abbreviation EMRG and shows the following information The call appearance that received the call The calling party identification The number of emergency calls remaining in queue A typical emergency call has this display format a TOM ROBERTS EXT 3041 00 in EMRG Q 4 17 CHAPTER 4 USING THE FEATURES Facility Busy Indication When the feature is assigned to a button the lamp associated with that Busy button provides a visible indication of the active busy status of a particular trunk group or extension number The button is also labeled with the trunk group or extension being monitored The lamp is lighted when the facility is active or busy and is dark when the facility is idle it flashes when an incoming call is received from the monitored extension number The button can also be used for calling the monitored facility A Stored Number button may be used along with the Busy button to display the number of the facility being monitored This display is accomplished by pressing the Stored Number button followed by the Busy button To use the Facility Busy Indication feature 1 Observe lamp associated with the desired Busy button Lamp dark monitored facility idle and can be called now go to Step 2
140. voice terminal users Z Next In V1 systems this button may be labeled Next Message Displays the next stored message or displays END OF MESSAGES NEXT TO REPEAT V2 V3 and Generic 1 systems or END OF FILE PUSH Next Message TO REPEAT V1 systems Z Delete Msg Delete Message Deletes the displayed message NK Make Call Automatically returns the call requested by the currently displayed message When a user calls and asks you to see if any messages have been left simply enter the Message Retrieval mode and check Read the messages to the user if there are any After reading a message you can delete it if the user wants you to Also if the person who left the message is an internal system user you can connect the caller whose messages are being retrieved to the person who left the message 4 34 CHAPTER 4 USING THE FEATURES To retrieve a message for a system user 1 Press Cover Msg Rt Display shows WHOSE MESSAGES 2 Dial extension number assigned to requesting user Z Display shows MESSAGES FOR and the name of the person whose messages are being retrieved 3 Press Next or Next Messages Display shows the message 4 Read the message to the caller 5 To retrieve additional messages continue to press Next or Next Msg observe display The message is displayed and can be read to the caller Display shows END OF MESSAGES NEXT TO REPEAT or END OF FILE PUSH Next Message TO REPEAT All
141. wing steps 4 through 7 to complete the call 4 f you are not going to announce the call press Release as soon as the call starts ringing e Calling party is connected to the ringing line Split lamp goes dark Procedure complete unless the call is ME and returns to the console refer to Timed Reminder feature in Chapter 4 for details 5 f you are going to announce the call wait for the called party to answer If the called party accepts the call press Release Caller is connected to the called party Split lamp goes dark e Procedure complete If the called party declines to talk to the caller press Split after the called party hangs up Console is connected to the caller again Split lamp goes dark Explain to the caller that the called party is not available Take a message or ask the caller to try again later then press Release Procedure complete CHAPTER 3 OPERATING THE CONSOLE 6 If the called party is busy or does not answer press Cancel Outgoing call is canceled Call progress tone stops Console is connected to the caller again e Split lamp goes dark Explain to the caller that the called party cannot be reached Take a message or ask the caller to try again later then press Release e Procedure complete 7 To set up a 3 way connection press Split before or after the called party answers Console caller and called party are connected together Spl
142. xtension number to provide individual attendant access To call a specific attendant a system user dials the individual attendant extension number rather than dialing O the attendant group number If Direct Inward Dialing is provided an individual attendant can be called directly from outside the system Calls to individual attendants are answered using the same operations as those used for answering any incoming call to the attendant group In addition to receiving individual calls each attendant in the system can have up to two calls waiting in an individual attendant queue When a call is waiting in an individual attendant s queue the top lamp at the Forced Release button at the attendant console lights if this is a Basic console If it is an Enhanced console the Personal lamp lights The Pos Avail lamp and the Pos Busy button and lamp on the console apply only to calls directed to the attendant group dial O calls These lamps do not indicate whether or not individual attendant calls can be accepted An individual attendant can be a member of a hunt group Direct Department Calling or Uniform Call Distribution group Hunt group calls can route to the attendant console as long as the attendant is not already active on a call or already has a call to that hunt group held on the console or split from the console An individual attendant can have a feature button assigned for the hunt group When an incoming hunt group call arrives
143. y 1 After answering the redirected call press Start e Dial tone heard e Split lamp lights Calling party is separated from the connection 2 Press Consult e Called party receives priority ringback tone 3 Talk with called party and determine if call will be accepted Called party wants to talk with you and the calling party go to Step 4 Called party wants to talk with you and the calling party go to Step 6 Called party wants to talk with the calling party only go to Step 7 4 9 CHAPTER 4 USING THE FEATURES 4 lf the called party does not want to talk with the caller press Split after the called party hangs up Split lamp goes dark You are reconnected with calling party 5 Report to caller e Procedure complete 6 If the called party wants to talk with you and calling party press Split Split lamp goes dark e Three way connection established between you called party and calling party 7 When called party wants to talk with calling party only press Release Split lamp goes dark Pos Avail lamp lights e Called and calling parties connected Call Forwarding All Calls V2 V3 and Generic 1 Systems This feature allows an attendant to activate and deactivate Call Forwarding All Calls for any extension number in the system An attendant s calls cannot be forwarded To activate Call Forwarding All Calls for a particular extension 1 Press Start Dial tone heard Atnd la
144. ystem automatically initiates a referral call when it detects a possible failure The attendantgroup or an individual attendant can be assigned as the referral call destination A referral call will arrive on an idle call appearance When you press that call appearance button the display identifies the call as an ACA call identifies the trunk group access code and the trunk group member number and shows the reason for referral short or long holding time This information remains displayed until you release the call You can then use the Busy Verification of Terminals and Trunks feature to check the trunk The feature provides better service through early detection of faulty trunks and consequently reduces out of service time Some types of trunk failures cause people to shorten their calls For example an excessive number of short calls may indicate a noisy trunk Similarly a trunk that remains busy for an abnormally long time may be permanently busy due to a trunk fault The feature takes advantage of these characteristics to identify possibly defective trunks The ACA must be enabled by the System Manager Once this is done one attendant console per system can be assigned an ACA button to activate and deactivate the ACA referrals The ACA should remain activated at all times if it is enabled at your system To activate ACA referrals 1 Press ACA ACA lamp lights steadily ACA activated To deactivate ACA referrals 1 Pre

AT&T Telephone 75 User's Manual

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AT&amp;T Telephone 75 User's Manual

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AT&T Telephone 75 User's Manual