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Lucent Technologies 2500 Server User Manual

1. Figure Notes Lamp Test Switch Handset Handset Cradle Call Processing Area Outside line Buttons Nn A WN Warning Lamps and Call Waiting Lamps 7 Display Buttons phdg302b KLC 031899 8 Display 9 Select Button 10 Volume Control Buttons 11 Outside line Buttons 12 Feature Buttons 13 Call Appearance Buttons Figure 1 302A B Console DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of Your Console 7 _ O phdg302c KLC 031199 Figure Notes 1 Handset 7 Display 2 Handset Cradle 8 Select Button 3 Call Processing Area 9 Volume Control Buttons 4 Warning Lamps and Call Waiting 10 Outside line Buttons Lamps 5 Outside line Buttons 11 Feature Buttons 6 Display Buttons 12 Call Appearance Buttons Figure 2 302C Console Outside Lines Buttons Area The outside lines buttons area allows you to choose an outside line or can be dedicated for paging system users The outside lines buttons area includes a Labeled buttons representing outside lines a A Busy lamp that lights when all outsid
2. If the Auto Start feature is administered at your console you do not need to press the START button 4 Press the desired buttons on the selector console to dial the desired extension DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 3 Operating the Console Transferring Calls to Outside Numbers 25 5 Select one of the following options m Press the RELEASE button as soon as the call starts to ring or a Announce the call to the called party If the called party accepts the call press the RELEASE button If the called party declines to talk to the caller press the SPLIT button to reconnect to the caller Follow your company s procedures for taking messages Press the RELEASE button or a If the called party is busy or does not answer press the CANCEL button to reconnect with the caller a Follow your company s procedures for taking messages m Press the RELEASE button Transferring Calls to Outside Numbers You may receive calls that you need to transfer to outside calls from internal callers or you may need to transfer one outside call to another outside number The process for both types of calls is the same To transfer a call to an outside number 1 Press the lighted call appearance button 2 Greet the caller 3 Access an outgoing line by pressing an outside line button or by dialing an outside line access code many companies use 9 t
3. 3 Press the HOLD button To reenter a call that is on hold 1 Press the call appearance button that is on hold 2 Talk to the party A single party call that is on hold returns to the console automatically when it has been on hold for too long Connecting Two or More Callers You can connect two or more parties with the attendant console Connecting two or more callers is usually used for conference calls or to connect callers who cannot call each other DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 3 Operating the Console Answering Emergency Calls 2 To use connect two or more parties 1 Nn A U N Call internal or external party number 1 Press the START button Call the internal or external party number 2 Press the SPLIT button Both parties are connected Repeat steps 2 through 4 for additional parties Press the HOLD button Answering Emergency Calls You may need to manage communication for an emergency You can process emergency calls in the same way as regular calls However the console alerts you of an emergency call with the following information The Emergency lamp flashes The siren like emergency tone sounds The display identifies the calling party and shows EMERG Be sure to ask your system manager for the emergency procedures used in your company DEFINITY Enterprise Communications Server Release 7 Issue 4
4. Exception If you interrupt a call with a caller on your line Dial the desired busy party Press the INTRUSION button DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Assisting Callers with Special Tools 46 m Press the SPLIT button m Press the RELEASE button Overriding Diversion Features Sometimes system users divert their incoming calls to another phone For example a user might forward calls to another extension for a lunch break With this feature you can bypass a diversion feature to access a desired party Diversion features include Send All Calls Call Coverage Call Forward and Busy Don t Answer Example The vice president of design and development Renee Gebner is working on a tight deadline She needs uninterrupted time to complete her project so she forwards all incoming calls to her voice mail Pat receives an urgent call for Renee and overrides the call forwarding that Renee implemented to reach her at her extension Feature Name Attendant Override of Diversion Features Procedures To override diversion features 1 Press the OVERRIDE button 2 Dial the desired number 3 Proceed with your current operation Emergency Notification to Digital Telephones Your system manager dedicates one or more digital telephones to serve as emergency numbers When system users dial an emergency number for example 911 these tele
5. Speed Dialing Holding Calls Automatically a Handling Multiple Party Calls Connecting Multiple Callers Locking Out the Console Operator Recalling the Console Operator Paging with Deluxe Voice Paging ID IN IO l IN In oO k ND N po lj J R 18 IS lo le R Is Issue 4 June 1999 iii DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 Contents IV a Answering Calls for Another Party 34 Backing Up the Console Operator 35 Routing Calls Through the Console Operator 35 Covering Calls from the Console 35 Forwarding All Calls 36 Parking Calls 37 a Paging for Called Parties 38 Parking Calls 38 Chime Paging 39 Paging with Voice Paging 41 Paging with Deluxe Voice Paging 42 Assisting Callers with Special Tools 43 Using Call Waiting 43 Split Swap 44 Interrupting a Call 45 Overriding Diversion Features 46 Emergency Notification to Digital Telephones 46 Providing Emergency Notification to the Operator 48 Providing Emergency Access to the Operator 48 Placing a Series of Calls 49 a Managing Outside Lines 50 Controlling Access to Outside Lines 50 Displaying Outside Line Information 51 Choosing Outside Lines 52 a Using Features for Internal Use 52 Restricting Calls 52 Activating Don t Split 54 Testing Phone System Components 55 Accessing Individual
6. When you transfer a call to a busy line the call returns to the console until the busy line becomes available When the busy line becomes available the call automatically rings through If the line does not become available the call rings back to you for further attention Example A customer John Steele places a call to customer service representative Leah Hoffguard Leah is serving another client but hears a beep in her ear indicating that she just received an incoming call Pat notifies the caller that Leah s line is busy Leah brings her current call to closure and John s call automatically rings through to her extension Feature Name Attendant Call Waiting Procedures To notify callers that the party they called is busy 1 Press the SPLIT button The called party hears a call waiting ringback tone 2 Inform the caller that the called extension is busy and that their call is waiting to be answered 3 Press the RELEASE button DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Assisting Callers with Special Tools 44 4 One of the following options occurs a The call automatically rings through when the busy line becomes available a If the line does not become available within the time preset by your system manager the call rings back to you To try to transfer again repeat steps 1 through 3 Split Swap Example You can alternate
7. 1 Tell the caller that you are going to page the called party 2 Press one of the following m PAGE buttons m PAGE ALL button if provided m Keypad buttons to dial an access code 3 Page the called party to tell them which extension to call to answer their call Unanswered pages return to you for further assistance If the allotted time for paging announcements expires during the page the call disconnects and you hear an intercept tone alternating high low siren like tone or fast busy tone DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Paging for Called Parties 42 Paging with Deluxe Voice Paging This feature combines call park and loudspeaker paging You can page a caller to call an extension or call you You also can add a paged party to an existing conference call You can page called parties in up to 9 locations or use a single designated access code or button to page the called party in all 9 locations Your system manager designates codes for each paging zone by assigning a Outside line buttons to function as paging buttons or a A sequence of numbers on your dial keypad Example Robert Planter vice president of public relations is on a conference call with musician Larry Browning and stand up comedian Cindy Wittner to plan for an upcoming community fund raising event Robert wants Larry and Cindy to present their ideas to exec
8. 72 deactivating the 24 layout 5 selector console area 19 testing the 302A B 71 testing the 302C 72 tones 21 control lamp 8 controlled restrictions 52 72 restricting calls 52 controlling access to outside lines 50 conventions used in document 2 cover msg rt button 13 covering calls from the console 35 crisis alert 48 providing emergency notification to the operator 48 see emergency notification to digital telephones 46 single user responds 47 Issue 4 June 1999 81 D date time button 13 deactivating the console 24 delete msg button 14 DEFINITY Enterprise Communications Server Release 7 Console Operations 555 230 700 Index dialing keypad area 9 direct extension selection DXS 19 display 12 called party identification 15 caller information 14 diagram 12 don t split 54 Issue 4 June 1999 82 E emergency calls 27 emergency notification every user responds 46 exceptions transferring 26 extension number status 20 F feature access codes 29 feature button area diagram 12 forwarding all calls 36 H hold 31 placing calls on 26 hold lamp 8 hold automatic 31 see holding calls automatically 31 holding calls automatically 31 hundreds group select HGS 19 I immediate manual override 61 incoming call button 14 individual attendant access 55 accessing individual operators 55 individual calls waiting 11 inspect button 13 integrated
9. ALERT button flashes and a continuous ring alerts the attendant console The display shows the current crisis alert overwriting any current display 2 The attendant pushes the CRSS ALERT button turning off the ringing 3 The attendant records the crisis alert information 4 The attendant pushes the CRSS ALERT button changing the lamp to a steady state 5 The attendant pushes the CRSS ALERT button and the lamp turns off and the display clears Providing Emergency Access to the Operator Your system manager can administer the switch to allow emergency access calls to the attendant console operator DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Assisting Callers with Special Tools 49 Example Linda Mahoney Widgets Inc spokesperson has just suffered from a heart attack Tom Roberts who works nearby calls the company s emergency access to attendant feature access code FAC As soon as the call is made the following information appears on Pat s display a lt Name gt Ext lt ext gt 00 in EMRG Q She also hears a siren like tone Feature Name Emergency Access to Attendant Procedures If you work for a company that has more than one console and you receive an emergency call the following occurs at all consoles 1 A user takes the handset off hook or dials the feature access code m If the user took the handset
10. Clocked Manual Override gt NOTE The Clocked Override lamp is lit if this option is already active 1 Press the Clocked Override button a The Clocked Override lamp lights a First line of display shows ENTER ACTIVATE ROUTE PLAN DAY amp TIME 2 Use the touch tone dialpad to enter the following in the order shown Press the 1 through 8 button to specify the routing plan and the 1 through 7 button to specify the day 0000 through 2359 to specify the hour a The Clocked Override lamp remains steadily lighted a Display shows ROUTE PLAN x FOR yyy ACT TIME zz zz Where x is the routing plan number yyy is the 3 letter abbreviation for the day of the week and zz zz is the activation hour gt NOTE If you enter any invalid information the Clocked Manual Override attempt is denied the display returns to the Normal mode You must repeat step 1 to try again To enter a deactivate date 1 Press the Clocked Override to confirm activation input data and to enter deactivation time a The Clocked Override lamp remains steadily lighted a Display shows ENTER DEACTIVATION DATE amp TIME DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Using Features for Internal Use 63 2 Enter the following in the order shown 1 through 7 to specify the day 0000 through 2359 to specify the hour a Display shows ROUTE PLAN x FOR yyyy DEACT TIME z
11. Console Operations 555 230 700 June 1999 4 Using the Features Speeding Up the Console 29 Using the Features You might find yourself working at an organization that requires you to know more than the standard operating procedures outlined in the previous chapter For example you may be the guardian of your company s long distance calls This chapter covers features available at your console You may not have every feature described in this chapter To obtain a list of your company s features and their associated access codes check with your system manager Information for each feature discussed in this chapter includes a brief feature description an example that illustrates the feature the feature s official name and step by step procedures for using the feature The examples in this chapter are based on a fictitious company Widgets Inc that produces self cleaning bathtubs The console operator for Widgets Inc Pat manages calls for this 500 employee company Speeding Up the Console Your system manager can program features described in this section to save time in a fast paced environment Features in this section reduce the number of buttons you must press to complete an operation Using Auto Start You can initiate a calling procedure by pressing any button on your dial keypad without pressing the START button DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June
12. Console Operators 55 Using the Internal Directory 56 Assigning Main Console Operators 57 Leaving Messages 57 Retrieving Messages 58 Using Night Service 59 Routing Calls Economically 60 DEFINITY Enterprise Communications Server Release 7 Console Operations 555 230 700 Contents Using Visually Impaired Attendant Service 5 Centralized Attendant Service a Identifying Differences in a CAS Environment Using CAS Associated Tones Using a CAS Display Using CAS Operating Procedures Transferring CAS Calls Placing Calls on Remote Hold Using CAS Backup Service Using CAS Night Service Operations 6 Routine Maintenance a Testing the Console a Cleaning Your Console Commercial Power Failure GL Glossary and Abbreviations IN Index 65 66 66 67 67 68 68 68 71 71 72 72 73 79 Issue 4 June 1999 DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 1 Introduction Introduction If you are a console operator this book is for you It is designed to show you the physical layout of your computer how to perform standard and specialty functions and how to maintain and clean your console It also provides information specific to operating your console in a Centralized Attendant Service CAS environment gt NOTE This guide does not cover operations associated with Hospitality Services and Auto
13. Figure 2 on page 7 2 Press and hold the lamp test switch located at the left front of the console The following should occur a All lamps in the display should light a Each row of lamps on the console and the selector console should light and go dark in sequence from top to bottom a The timed reminder tone high pitched 5 second tone sounds 3 Release the Lamp Test switch Lamps return to their former state a The timed reminder tone silences 4 Close the panel DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 6 Routine Maintenance Cleaning Your Console 72 To test the display and lamps on a 302C console 1 Press the POS BUSY and VOLUME UP button simultaneously 2 When finished press POS BUSY to place console back in service Cleaning Your Console To clean the console use a slightly dampened paper towel or soft cloth Oily substances on the console may require considerable rubbing or the use of a mild cleaner such as window cleaner or desk and office cleaner If you use a cleaner do not apply it directly to the console instead apply it to the cloth then rub it onto the console Do not spill any type of liquid on the console Liquids spilled on the console damage the electronic components Commercial Power Failure If commercial power fails the system s battery backup keeps your console operating for a short time When this short time exp
14. Maine line Widgets Inc receives night rates for Portland Maine calls made before 10 00 a m and evening rates for Los Angeles calls made after 3 00 p m Feature Name Time of Day Routing Procedures Your system manager programs this information into your console to occur automatically However your system manager may ask you to change the normal routing plan This plan can be changed up to 6 times each day for each day of the week The two options available for changing the daily routing plan are Immediate Manual Override a Clocked Manual Override Your system manager can tell you which option s you have and when the option s should be activated DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Using Features for Internal Use 61 Immediate Manual Override When you activate this option the currently active routing plan is changed immediately to a new plan The new plan remains in effect until the override is deactivated manually or until the next scheduled routing plan takes effect To activate Immediate Manual Override gt NOTE The Immediate Override lamp is lit if this option is already active 1 Press the Immediate Override button a The Immediate Override lamp lights a The first line of display shows OLD ROUT PLAN x ENTER NEW PLAN Where x is a number from 1 through 8 that identifies the routing plan currently in effect 2
15. Use the touch tone buttons to enter the number from 1 through 8 of the new routing plan a The Immediate Override lamp remains steadily lighted a Display updates to OLD ROUTE PLAN x ENTER NEW PLAN y Where y is the number you just entered gt NOTE If you pressed any button other than the through 8 buttons on the dialpad the Immediate Manual Override attempt is denied the display returns to the Normal mode You must repeat step 1 to try again 3 Press the Immediate Override or Normal Mode button a The Immediate Override lamp remains steadily lighted Immediate Manual Override is active To deactivate Immediate Manual Override 1 Press the Immediate Override button a The Immediate Override lamp goes out a Scheduled daily routing plan goes into effect immediately DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Using Features for Internal Use 62 Clocked Manual Override This option lets you specify the day and time to override the scheduled Time of Day routing plan You also can specify a deactivate day and time or you can manually deactivate Clocked Manual Override In the following procedure a number from 1 through 8 specifies the desired routing plan a number from 1 through 7 specifies the day 1 is for Sunday and 77 is for Saturday The time is specified in military hours 0000 for 1 00 a m and 2359 for midnight To activate
16. Your Console 10 The call appearance buttons allow you to a Cancel a call The CANCEL button allows you to abort a call procedure without disconnecting parties who are on the line a Start a call The START button allows you to initiate a call or to transfer a call gt NOTE If you have Autostart you can begin a call without pressing any button Endacall The RELEASE button disconnects you from a call and prepares the console for the next call The Call Processing lamps notify you that the following conditions exist Table 1 Call Processing Indicators Lamp Name Condition Meaning Action Alarm Lighted Maintenance required System automatically contacts your maintenance provider Alarm Lighted Successful n a Alarm Reported communication to your maintenance provider Unsuccessful communication to your Flashing maintenance provider Contact your system manager Maintenance problem resolved Dark n a Calls Waiting Lighted Call is waiting to be Answer call at your earliest answered convenience Continued on next page DEFINITY Enterprise Communications Server Release 7 Console Operations 555 230 700 2 Understanding the Console Layout Physical Layout of Your Console Table 1 Call Processing Indicators Continued Lamp Name Condition Meaning Issue 4 June 1999 11 Action Calls Waiting Warning Lighted Maximum number of calls are in the waiting queue Ans
17. affixed to the DEFINITY equipment described in this book indicates that the equipment conforms to the following Euro pean Union EU Directives Electromagnetic Compatibility 89 336 EEC e Low Voltage 73 23 EEC e Telecommunications Terminal Equipment TTE i CTR3 BRI and i CTR4 PRI For more information on standards compliance contact your local dis tributor Comments To comment on this document return the comment card at the front of the document Acknowledgment This document was prepared by Product Documentation Development Lucent Technologies Denver CO DEFINITY Enterprise Communications Server Release 7 Console Operations 555 230 700 Contents Contents Contents 1 Introduction a Conventions Used in This Document Security Measures 2 Understanding the Console Layout a Physical Layout of Your Console Outside Lines Buttons Area Call Appearance Buttons Dialing Keypad Features The Display Displaying in Normal Mode Ringer Volume Control Area Selector Console Tones Heard Through Handset or Headset 3 Operating the Console a Activating the Console Deactivating the Console Transferring Calls to Internal Extensions Transferring Calls to Outside Numbers Placing Callers on Hold Connecting Two or More Callers a Answering Emergency Calls 4 Using the Features Speeding Up the Console Using Auto Start
18. between active and split calls by pressing the SPLIT SWAP button This operation happens only if you have a split call and an active call and both calls are in the talking state If you press the SPLIT SWAP button during non talking states for example dialing ringing states and so forth then the split swap operation is denied For outgoing trunk calls the state of the trunk is considered to be in talking state once the trunk is cut through or the trunk answer supervision timer times out The SPLIT button lamp remains lit during the split swap operation and the SPLIT button lamp flutters if the split swap operation is denied The Split Swap lamp stays off during the split swap operation During the split swap operation if you m press the SPLIT button then all parties are joined in conference and further presses of the SPLIT button or the SPLIT SWaAP button are denied m press the RELEASE button then the active call and the split call are connected m press the HOLD button then the active call and the split call are connected and the connected call is put on hold m press the CANCEL button then the active will drops and the split away party joins with you as the active call George calls you and you press the START button and dial Harry who answers At this point George is split away and Harry and you are in conversation If you wish to consult with George but do not want Harry on the same call with George then you can pr
19. connected press the RELEASE button To establish a 3 way call wait for the called party to answer then press Split To hold the call on the console press the HOLD button or a If you hear a busy tone press the CANCEL button Report that the line is busy to the caller Take a message Press the RELEASE button DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Paging for Called Parties 41 Paging with Voice Paging When called parties are away from their phones you can page them with loudspeaker paging by parking their call then voice paging them to the extension where you parked their call If called parties do not answer their pages their calls automatically return to you for further assistance You can page called parties in up to 9 locations or use a single designated access code or button to page the called party in all 9 locations Your system manager designates codes for each paging zone by assigning a Outside line buttons to function as paging buttons or a A sequence of numbers on your dial keypad that serves as the paging access code Example Rick Foylund company arbitrator is away from his desk when a call comes in for him Pat parks the call for Rick and pages him to let him know which extension he needs to call to answer the page Feature Name Loudspeaker Paging Access Procedures To page individuals
20. console a Perform standard functions available on your console For additional information on console operations refer to DEFINITY ECS Console Operations Quick Reference DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 3 Operating the Console Activating the Console 24 Activating the Console Activating the console refers to preparing the console for human control To activate the console 1 Plug in the handset or the headset 2 Select one of the following two options a If you are at the principal console press the NIGHT button if the Night lamp is lit a If you are not at the principal console press the POS BUSY button Deactivating the Console Deactivating the console refers to preparing the console to operate automatically after hours To deactivate the console 1 Select one of the following two options a If you are at the principal console press the NIGHT button a If you are not at the principal console press the POS BUSY button 2 Unplug the handset or the headset Transferring Calls to Internal Extensions You may receive outside calls that you need to transfer to internal extensions or internal callers may need for you to transfer them to an extension The process for both types of calls is the same To transfer calls to internal extensions 1 Press the lighted call appearance button 2 Greet the caller 3 Press the START button gt NOTE
21. console automatically places a call on hold when you answer another call Example Widgets Inc is conducting an infomercial on their self cleaning bathtubs Pat s console is unusually busy So the system manager Kelly Ratliffe programs Pat s console to place calls on hold automatically when Pat answers another call Pat answers the first incoming call and asks the party to hold Then she presses the CALL APPEARANCE button for the next incoming call placing the first caller on hold Feature Name Hold Automatic Procedures Your system manager programs hold automatic to work on all consoles in your system Handling Multiple Party Calls This section covers features associated with connecting 2 to 5 callers on one call It includes connecting callers parking callers locking the console operator out of multi party calls accessing operators from a conference call and paging system users to add them to an existing conference call Connecting Multiple Callers You can connect up to five callers on a single call Example Two bathtub distributors want identical contract upgrades with Widgets Inc Company president Randy Foxworthy commissions Pat to set up a conference call with him two sales representatives and the two distributors Pat uses the procedures listed below to connect all five callers Feature Name Attendant Conference DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 55
22. date time button 13 delete msg 14 incoming call button 14 inspect mode button 13 intgrtd directory 14 make call button 14 next button 14 normal mode button 13 stored number buttons 14 timer button 13 answering emergency calls 27 atnd lamp 8 attendant backup 35 see backing up the console 35 attendant call waiting 43 see using call waiting 43 attendant conference 31 see connecting multiple callers 31 attendant control of trunk group access 50 72 see controlling access to outside lines 50 attendant direct trunk group selection 52 see choosing outside lines 52 attendant intrusion 45 see interrupting a call 45 attendant lockout 32 see locking out the operator 32 attendant override of diversion features 46 see overriding diversion features 46 DEFINITY Enterprise Communications Server Release 7 Console Operations 555 230 700 Index attendant recall 32 see recalling the operator 32 attendant serial calling 49 see placing a series of calls 49 auto start 24 29 automatic alternate routing and automatic route selection 52 see choosing the best route for calls 52 Issue 4 June 1999 80 B backing up the console 35 branch locations 66 busy lamp 7 busy lamp field BLF 19 buttons cancel 10 cover msg rt 13 date time 13 delete msg 14 feature button area 12 incoming call 14 inspect mode 13 intgrtd directory 14 make call 14 next 14 normal mode 13 rele
23. directory 56 using the internal directory 56 Inter PBX attendant calls 57 calling other console operators 57 interrupting a call 45 intgrtd directory button 14 DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 Index 83 L lamp test switch 6 leave word calling 57 leaving messages 57 leaving messages 57 locking out the operator 32 loudspeaker paging 41 paging with voice paging 41 loudspeaker paging access deluxe 33 42 paging with deluxe voice paging 33 42 M make call button 14 message retrieval 58 retrieving messages 58 multi line phone handling 68 multiple listed directory numbers 35 routing calls through the operator 35 N next button 14 night service 59 72 using night service 59 normal mode 14 call purpose 16 call status 17 called party identification 15 caller information 14 calling privileges 16 incoming call button 14 normal mode button 13 normal mode displays 14 O outside line buttons busy lamp 7 outside lines buttons control lamp 8 diagram 8 warning lamp 8 overriding diversion features 46 P paging with deluxe voice paging 33 42 DEFINITY Enterprise Communications Server Release 7 Console Operations 555 230 700 Index paging with voice paging 41 parking calls 37 placing a series of calls 49 placing calls on hold 26 placing remote hold calls 68 pos avai
24. off hook the call automatically rings at the attendant console after a predetermined amount of time usually 10 seconds after dial tone stops The call rings at the console with a louder than normal volume If the guest dialed the feature access code the call rings immediately at the attendant console a The following displays a lt Name gt Ext lt ext gt 00 in EMRG Q 2 Follow your local procedures for handling emergencies gt NOTE Even if the attendant console is in night service the call still rings at the attendant console but it can be answered at the backup telephone with Trunk Answer Any Station or from a designated emergency redirection telephone Placing a Series of Calls You can manage serial calls for parties who call you from outside lines needing to speak to a series of system users without hanging up With this feature the caller returns to you when the first called party hangs up You then can transfer the caller to the next party and continue the process until all calls are complete DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Managing Outside Lines 50 Examples Widgets Inc researcher Susan Bealan is in a remote part of the world locating natural resources for manufacturing environmentally safe bathtub cleanser She needs to talk to several people at Widgets Inc and wants to ensure that she does not lo
25. or an unanswered transferred call returns to you Emergency On Off Siren like A tone that indicates an emergency Access high and This ringing tone is heard on the Ringing low latest models of the basic console and all models of the enhanced console DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 3 Operating the Console 23 Operating the Console As a console operator you spend the majority of your day placing calls transferring calls and putting callers on hold You might also place a conference call or handle communications for an unexpected emergency This section describes and provides step by step procedures for these operations Before you read the rest of this section check with your system manager to see if you work in a Centralized Attendant Service CAS environment If you work in a CAS environment be sure to read Chapter 5 Centralized Attendant Service This chapter refers to principal consoles A principal console is the main console used at your company If your company has only one console it is considered to be the principal console If your work environment utilizes more than one console your system manager assigns one console as principal Principal consoles can control features such as night service for all consoles in the system At the end of this chapter you will be able to a Identify standard features available on your
26. these methods Parking Calls You can put an incoming call on hold at one extension then retrieve it from any other phone in the system Your console has up to 10 extensions dedicated for parking calls DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Paging for Called Parties 39 Example Rick Foylund company arbitrator is away from his desk when a call comes in for him Pat places the call on hold at one of her 10 call park extensions Pat pages Rick to tell him the number to dial to answer his call Feature Name Call Park Procedures To park a call 1 Press the START button 2 Select one of the following options a Dial the Call Park access code or a Press the button your system administrator assigned to call park 3 Use the dial keypad or the selector console to dial the extension where you want to park the call 4 Select one of the following options a If you hear a confirmation tone 3 short bursts of tone the call is parked Press the RELEASE button a If you hear a busy tone a call is already parked at the dialed extension Press the CANCEL button to try again Chime Paging When called parties are not at their phones you can page them with coded chime signals The chimes coincide with the paged party s extension For example paging someone from extension 113 generates chimes that 1 Chime once followed by a pause 2 Chim
27. 1999 4 Using the Features Speeding Up the Console 30 Example Phone calls to Widgets Inc exceed 300 per day Pat scrambles constantly to meet the demands of incoming calls The system manager Kelly Ratliffe programs Auto Start to save Pat precious seconds Feature Name Auto Start Procedures Your system manager programs this feature into your console to occur automatically Speed Dialing With speed dialing you can dial a frequently used number by entering a code or pressing a button You can use it to a Place local long distance or international calls Activate features a Access computer equipment at another location Example Pat orders office supplies for the executive offices She purchases all Widget Inc supplies from the same vendor So Pat asks the system manager Kelly Ratliffe to add the vendor s number to the abbreviated dialing list Kelly programs the new number and gives Pat the code assigned to the vendor s number Now Pat dials 12 every time she wants to call the office supply vendor Feature Name Abbreviated Dialing Procedures To use speed dialing 1 Obtain an abbreviated dialing list from your system manager 2 Press the code or button assigned by your system manager to reach a desired number DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Handling Multiple Party Calls 31 Holding Calls Automatically Your
28. 5 230 700 June 1999 4 Using the Features Handling Multiple Party Calls 32 Procedures To place a conference call 1 Call internal or external party number 1 Press the START button Call the internal or external party number 2 Press the SPLIT button Both parties are connected Repeat steps 2 through 4 for additional parties Nun A QU N Press the HOLD button Locking Out the Console Operator Your system manager programs the console to prevent you from reentering a multi party call that you initiated Parties on these calls however can contact you Example Widgets Inc is undergoing a merger Company president Randy Foxworthy requests numerous conference calls to discuss highly confidential information To protect the confidentiality of the conversations the system manager Kelly Ratliffe programs the console with Attendant Lockout Because no one can enter the conference call Randy can conduct his calls with guaranteed privacy Feature Name Attendant Lockout Procedures Your system manager programs this feature into your console to work automatically If you try to reenter the call the Hold lamp for this call 1 Flutters for 2 seconds 2 Returns to a solid lighted state Recalling the Console Operator System users who are on multi party calls that are held at the console can recall you for assistance DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700
29. A held call returns to the console rt An unanswered transferred call returns to the console sc A caller places repeated calls on the same line without disconnecting Displays when a called system user temporarily sends all their calls to coverage te A caller attempts to make an outgoing call on an outside line that you control The call redirects to you a Call status Call status displays the phone call s current status Table 4 identifies call status indicators and describes when they occur DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of Your Console 18 Table 4 Call Status Identifiers Identifier Description Ringing The dialed call rings Wait The Attendant Call Waiting feature is available Wait I The Attendant Call Waiting and Intrusion features are Intrusion available Allowed Busy An extension is busy or out of service and neither the Attendant Call Waiting nor the Intrusion features are allowed Busy I An extension is busy or out of service and the Attendant Call Intrusion Waiting feature is not allowed Allowed gt NOTE If your system has Integrated Services Digital Network ISDN Primary Rate Interface PRI refer to Chapter 4 Using the Features for display information associated with ISDN PRI Ringer Volume Contro
30. A standard ISDN frame format that specifies the protocol used between two or more communications systems PRI runs at 1 544 Mbps and as used in North America provides 23 64 kbps B channels voice or data and one 64 kops D channel signaling The D channel is the 24th channel of the interface and contains multiplexed signaling information for the other 23 channels principal A terminal that has its primary extension bridged on one or more other terminals principal user A person to whom a telephone is assigned and who has message center Coverage private network A network used exclusively for the telecommunications needs of a particular customer public network The network that can be openly accessed by all customers for local and long distance calling Q queue An ordered sequence of calls waiting to be processed S SAC Send All Calls simulated bridged appearance The same as a temporary bridged appearance allows the terminal user usually the principal to bridge onto a call that had been answered by another party on his or her behalf DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 Glossary and Abbreviations 78 single line phone A phone served by a single line tip and ring circuit models 500 2500 7101A 7103A split See AD status lamp A green light that shows the status of a call appearance or a feature button by the state of the light lit flas
31. Class of Service COS A feature that uses a number to specify if voice terminal users can activate the Automatic Callback Call Forwarding All Calls Data Privacy or Priority Calling features See also Class of Restriction COR communications system The software controlled processor complex that interprets dialing pulses tones and keyboard characters and makes the proper connections both within the system and external to the system DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 Glossary and Abbreviations mS The communications system itself consists of a digital computer software storage device and carriers with special hardware to perform the connections A communications system provides voice and data communications services including access to public and private networks for telephones and data terminals on a customer s premises See also switch confirmation tone A tone confirming that feature activation deactivation or cancellation has been accepted console See attendant console COR See Class of Restriction COR COS See Class of Service COS coverage call A call that is automatically redirected from the called party s extension to an alternate answering position when certain coverage criteria are met D Direct Extension Selection DXS A feature on an attendant console that allows an attendant direct access to phones by pres
32. IRECTORY PLEASE ENTER NAME appears 2 Press the letters of the desired name on your keypad Names with their corresponding extensions appear DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Using Features for Internal Use oY 3 Press the NEXT button to advance to the next name 4 Select one of the following options m Press the MAKE CALL button to call the displayed number If entered name is not in directory INO MATCH TRY AGAIN appears 5 Press another display mode button to exit Integrated Directory mode Assigning Main Console Operators Your system manager designates a console operator from a multi branch system to answer calls from more than one branch location Console operators located at each branch can answer calls for their branch but not another branch Example Since Widgets Inc combined operations with Widgets International system manager Kelly Ratliffe programs the console at Widgets International with the capability to answer calls at Widgets Inc too Pat can still answer calls from Widgets Inc but cannot answer calls that go to Widgets International On the other hand Lee Miller Widgets International operator can answer calls for both sites Feature Name Inter PBX Attendant Calls Procedures Follow normal calling procedures Leaving Messages Internal users can leave short preprogram
33. June 1999 4 Using the Features Handling Multiple Party Calls 33 Example Robert Planter vice president of public relations is on a conference call with musician Larry Browning and stand up comedian Cindy Wittner to plan for a community fund raising event Robert wants Larry and Cindy to present their ideas to coworker Jay Winstead so Robert calls Pat to add Jay to the call Feature Name Attendant Recall Procedures To recall the operator from multi party calls from a phone with one line m Press the RECALL button or a Flash the switch hook To recall the operator from multi party calls from a phone with more than one line m Press the CONFERENCE button or m Press the TRANSFER button Paging with Deluxe Voice Paging This feature combines Call Park and Loudspeaker Paging features With deluxe loudspeaker paging you can page a system user to call the extension where their call is parked or have them call you If the system user calls you you can add them to an existing conference call You can page called parties in up to nine locations or use a single designated access code or button to page the called party in all 9 locations at once Your system manager designates codes for each paging zone by assigning Outside line buttons see Table 1 on page 6 or Table 2 on page 7 for more information to function as paging buttons or a A sequence of numbers on your dial keypad that serves as the paging access cod
34. Lucent Technologies Bell Labs Innovations DEFINITY Enterprise Communications Server Release 7 Console Operations 555 230 700 Comcode 108383837 Issue 4 June 1999 Copyright 1999 Lucent Technologies All Rights Reserved Printed in U S A Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing However information is subject to change Your Responsibility for Your System s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example persons other than your com pany s employees agents subcontractors or persons working on your company s behalf Note that there may be a risk of toll fraud associated with your telecommunications system and if toll fraud occurs it can result in substantial additional charges for your telecommunications services You and your system manager are responsible for the security of your system such as programming and configuring your equipment to pre vent unauthorized use The system manager is also responsible for reading all installation instruction and system administration docu ments provided with this product in order to fully understand the fea tures that can introduce risk of toll fraud and the steps that can be taken to reduce that risk Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of com mon car
35. Operations If a single line phone performs night service the user flashes the switchhook to transfer CAS calls You can place CAS calls can on remote hold any time a caller wishes to wait however CAS calls cannot be placed on hold at a single line phone Transferring CAS calls To transfer a CAS call from a single line phone 1 Answer the call 2 Flash the switchhook 3 4 Hang up Dial the requested extension number Placing CAS calls on Remote Hold To place a CAS call on remote hold from a single line phone 1 Flash the switchhook nA A WwW N Answer the call Dial the remote hold feature access code Listen for the remote hold confirmation tone 3 short bursts of tone Hang up DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 6 Routine Maintenance Testing the Console 71 Routine Maintenance Routine testing and cleaning for your console is quite simple This chapter provides step by step procedures for testing your console describes cleaning procedures and discusses what you need to do in the case of a power outage Testing the Console It is important for you to test your console s display and console lamps weekly If a problem occurs with the display or one of the lamps notify your system manager To test the display and the lamps on a 302A B console 1 Open the panel on the front of the console see Figure 1 on page 6 or
36. al Mode Call related information includes Incoming call button associated with the call One of six buttons labeled a through f lights when a call comes to your console In the following sample the lamp that lights is a a TOM BROWN 3062 Caller identification For internal calls the display shows the caller s name or the identification assigned to the phone in use and the caller s extension In the following sample the caller is Tom Brown who is at extension 3062 a TOM BROWN 3062 For outside calls the display shows the kind of outside line used and the outside line s assigned access code In the following sample the access code for the local outside line is 8 b OUTSIDE CALL 8 Called party identification DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of Your Console 15 For incoming calls the display shows the called party s name and extension In the following sample the called party is Liz Via who is at extension 4328 le OUTSIDE CALL to LIZ VIA at EXT 4328 For outside calls the display shows the kind of outside line used and the outside line s access code In the following sample the access code the line used is a WATS line with access code 101 b WATS 101 a Calling party identification for outbound calls For an outgoi
37. al the forwarding all calls access code 3 Dial the extension you want to deactivate 4 Press the RELEASE button Parking Calls You can put an incoming call on hold at one extension then retrieve it from any other phone in the system Your console has up to 10 dedicated extensions for parking calls DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Paging for Called Parties 38 Example Rick Foylund company arbitrator is away from his desk when a call comes in for him Pat pages Rick to tell him that he can call extension 5432 to answer his call Rick dials his company s call park feature access code then 5432 to answer his call Feature Name Call Park Procedures To park a call 1 Press the START button 2 Select one of the following options a Dial the Call Park access code or a Press the button your system administrator assigned to call park 3 Use the dial keypad or the selector console to dial the extension where you want to park the call 4 Select one of the following options a If you hear a confirmation tone 3 short bursts of tone the call is parked Press the RELEASE button a If you hear a busy tone a call is already parked at the dialed extension Press the CANCEL button to try again Paging for Called Parties This section covers 3 methods for paging system users and includes Call Park information necessary for 2 of
38. and seconds Timing begins when you press the TIMER button and stops when you press the button again The elapsed time information disappears when you press the button a third time COVER MSG RT Coverage Message Retrieval This button retrieves Leave Word Calling LWC messages for system users Leave Word Calling allows callers to leave messages for called parties on a message system that you can access from your console DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of Your Console 14 m NEXT MSG This button displays the next stored LWC message If you are in Cover Msg Rt mode the display shows END OF MESSAGES or NEXT TO REPEAT If you are in Integrated Directory mode it displays the next caller s name DELETE MSG Message This button deletes the displayed message INTGRTD DIRECTORY Integrated Directory This button displays users names and extensions from the system directory MAKE CALL This button automatically returns calls from messages left in LWC It also automatically calls currently displayed Integrated Directory listings STORED NUMBER This button displays the code required for accessing an outside line usually a 9 or the extension number of the facility that the BUSY button monitors To access this information 1 Press the STORED NUMBER button 2 Press the BUSY button Displaying in Norm
39. ase 10 start 10 stored number 14 timer 13 C call appearance button 8 call appearance buttons 8 atnd lamp 8 call appearnce buttons hold lamp 8 call coverage 35 see covering calls from the console 35 call forwarding all calls 36 72 see forwarding all calls 36 call park 37 see parking calls 37 call processing indicators alarm lamp 10 alarm reported lamp 10 call waiting lamp 10 calls waiting warning 11 individual calls waiting lamp 11 pos avail lamp 11 call purpose 16 call purpose identifiers 16 call status 17 call status identifiers 18 DEFINITY Enterprise Communications Server Release 7 Console Operations 555 230 700 Index call waiting warning 11 called party identification 15 caller information 14 call handling buttons cancel 10 release 10 start 10 calling other console operators 57 calling privilege identifiers 16 calls waiting lamp 10 cancel button 10 cancelling CAS calls 69 CAS alphanumeric display 66 CAS backup service 68 CAS night service 68 using multi line phones 68 CAS night service operations 68 CAS tones 66 chime paging 39 choosing outside lines 52 choosing the best route for calls 52 cleaning the console 72 clocked manual override 62 code calling access 39 see chime paging 39 commercial power failure 72 conference calls 26 connecting callers 26 connecting multiple callers 31 console 302A B 5 6 302C 5 7 activating the 24 cleaning the
40. designates unanswered calls to specified phones to ring through to you DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Answering Calls for Another Party 36 Example Widgets Inc takes great pride in providing human contact for all persons calling customer service representatives The system manager Kelly Ratliffe has programmed all customer service representative phones to go to coverage When Suzanne Jones customer service representative is busy on a call an incoming call routes to Pat Feature Name Call Coverage Procedures Table 6 describes the information that displays on your display when call coverage calls come to your console Table 6 Call Coverage Display Information Display Meaning Borb The called party is already on a call Your console displays the caller s number and the unanswered phone s number d Nobody answered this phone or the calling party sent the call to coverage Your console displays the caller s number and the unanswered phone s number s All calls that come to this number are sent temporarily to coverage Forwarding All Calls You can forward all calls or remove forwarding for all calls for any extension in the system except the console Exception Ask your system manager if you work in a Distributed Communications System DCS environment If you do the forwarded to telephone numbe
41. e DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Answering Calls for Another Party 34 Example Robert Planter vice president of public relations is on a conference call with musician Larry Browning and stand up comedian Cindy Wittner to plan for an upcoming community fund raising event Robert wants Larry and Cindy to present their ideas to executive vice president Cathi Henrique Pat pages Cathi When Cathi answers her page Pat adds her to the existing conference call Feature Name Loudspeaker Paging Access Deluxe Procedures To page individuals 1 Tell the caller that you are going to page the called party 2 Press one of the following m PAGE 1 through PAGE 9 a PAGE ALL if provided m Keypad buttons to dial an access code 3 Page the called party telling them which extension to call to get their call If you plan to connect the paged party to an existing conference call 1 Tell them to call your extension 2 Press the line where the conference call resides 3 Press the SPLIT button 4 Press the HOLD button Unanswered pages return to you for further assistance If the allotted time for paging announcements expires during the page the call disconnects and you hear an intercept tone alternating high low siren like tone or fast busy tone Answering Calls for Another Party This section covers ways to answer calls from your phone w
42. e console or when a transferred call returns to the console A Hold lamp that lights when you place a call on hold This lamp flashes when a call remains on hold longer than the acceptable time limit that is programmed on your console DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of Your Console 9 0 4 Hod lamp O Attendant lamp i 1 lt _ Call appearance button 1 i Hold 0 o Atnd o a a a 0 ph301caa PDH 041597 Figure 4 Call Appearance Buttons and Lamps Dialing Keypad The dialing keypad has several buttons and lamps used for processing calls or notifying you of calls that are waiting to be answered system detected alarms and lines that are available for placing calls Calls Waiting 5 Calls Waiting ABC DEF Warning 1 2 3 5 Individual GHI JKL MNO Calls Waiting 5 PQRS TUV WXYZ Alarm Z 8 9 5 Alarm Oper Reported 3 Position Available Cancel Start Release ph302cpa PDH 041497 Figure 5 Call Processing Area DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of
43. e lines are busy DEFINITY Enterprise Communications Server Release 7 Console Operations 555 230 700 2 Understanding the Console Layout Physical Layout of Your Console Issue 4 June 1999 8 A Warning lamp that lights when a predetermined number of outside lines are busy A Control lamp indicating that an outside line is in use ioiii a a i a a a 1 i i Oj Control lamp 0 i i O a Warning lamp _ 0 l O lt __ _ Busy lamp 0 j 1 1 1 1 Trunk group l 1 LOcaL select buttons 1 SF Cont G J i fal 7 a Cont 7 o 7 Warn 0 te le 1 Warn 0 1 Busy 0 1 Busy 0 1 i i CHI PHIL BOST ATL NY 4 roca i La sm oR DAL mia SF i 1 I Note Buttons are labled as an example only ph302tga PDH 041497 Figure 3 Sample Outside Lines Buttons Area Call Appearance Buttons The call appearance buttons allow you to answer calls place calls or place calls on hold It includes A call appearance button for answering or placing calls An Atnd lamp that lights when you answer or place a call This lamp flashes when an incoming call comes to th
44. e once again followed by a pause 3 Chime three successive times followed by a pause The chime sequence repeats up to 3 times If the paged party does not answer the call returns to you for further assistance You can page called parties in up to 9 locations or use a single designated access code or button to page the called party in all 9 locations at once Your system manager designates codes for each paging zone by assigning DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Paging for Called Parties 40 a The outside line buttons to function as paging buttons or a A sequence of numbers on your dial keypad that serves as the paging access code Example Rick Foylund company arbitrator is away from his desk when a call comes in for him Pat pages Rick with code calling access Rick hears his extension 113 chimed and calls Pat to answer the page Feature Name Code Calling Access Procedures To page using chimes 1 Tell the caller that you are going to page the called party Press the START button Dial the code calling access code Dial the paged party s extension nan A WwW N Select one of the following options a If you hear a confirmation tone 3 short bursts of tone the call parks on paged party s extension and the system pages the called party To drop out of the call before the paged and calling parties are
45. e restrictions you can control DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Using Features for Internal Use 53 Table 7 Calling Restrictions Call Type Users Cannot Do the Following Outbound calls Place outside calls from these phones All Calls Place or receive any calls from these phones Station to Station Receive or place internal calls from these phones Termination Receive calls on these phones Toll Place toll calls but they can place free local calls on these phones These restrictions override user privileges established by your system manager Toll restriction can be substituted for outbound or station to station restrictions by your system manager Example Lynn Johnston telemarketing manager is starting a special marketing push for out of state business He schedules 3 of his finest telemarketers to place long distance calls for 4 days Rather than change the system setup for phone calls he asks Pat to deactivate outbound call restrictions for these three telemarketers Feature Name Controlled Restrictions Procedures To manually activate a restriction 1 Press the START button 2 Dial the feature access code for controlled restrictions 3 Dial one of the following restriction code numbers a 1 Outbound calls toll calls a 2 Allcalls a 3 Termination a 4 Phone to phone toll calls 4 Dial the e
46. ences in a CAS Environment 65 Centralized Attendant Service Centralized Attendant Service CAS allows multi switch systems at more than one location to consolidate console operators at one location This location is CAS main The other locations typically without console operators are CAS branches Identifying Differences in a CAS Environment Managing calls in the CAS environment is primarily the same as in standard environments However some differences occur because CAS environments use a dedicated outside line to manage branch calls This section identifies the differences between standard operations and CAS operations and describes how to use features in a CAS environment The following features do not function in a CAS environment a Attendant Auto Manual Splitting a Attendant Conference The following features function differently in a CAS environment a Tones a Display a Transferring calls a Night service DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 5 Centralized Attendant Service Identifying Differences in a CAS Environment 66 Using CAS Associated Tones In addition to the standard console tones a CAS console has the following call identification tones Table 9 Ringing and Tones Descriptions Tone Pitch Frequency Meaning Listed on off low three short Identifies a call from an outside line Directory bursts Numbe
47. epartment of Communications DOC Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications Le Pr sent Appareil Nom rique n met pas de bruits radio lectriques d passant les limites applicables aux appareils num riques de la class A pr scrites dans le reglement sur le brouillage radio lectrique dict par le minist re des Communications du Canada Trademarks DEFINITY is a registered trademark of Lucent Technologies Ordering Information Call Lucent Technologies BCS Publications Center Voice 1 800 457 1235 International Voice 317 322 6416 Fax 1 800 457 1764 International Fax 317 322 6699 Lucent Technologies BCS Publications Center 2855 N Franklin Road Indianapolis IN 46219 Document No 555 230 700 Comcode 108383837 Issue 4 June 1999 For additional documents refer to the Introduction Write Order You can be placed on a standing order list for this and other documents you may need Standing order will enable you to automatically receive updated versions of individual documents or document sets billed to account information that you provide For more information on stand ing orders or to be put on a list to receive future issues of this docu ment contact the Lucent Technologies Publications Center European Union Declaration of Conformity The CE mark
48. ephone and you receive an emergency call the following occurs at all digital telephones and the attendant console 1 The CRSS ALERT button flashes and a continuous ring alerts the designated digital station The display shows the current crisis alert overwriting any current display 2 Because each digital station receives the alert one user pushes the CRSS ALERT button turning off the ringing and clearing the alert from all other stations DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Assisting Callers with Special Tools 48 3 The user records the crisis alert information 4 The user pushes the NORMAL DISPLAY MODE button and the lamp turns off and the display clears Providing Emergency Notification to the Operator Your system manager dedicates an attendant consoles to service emergency calls When system users dial an emergency number for example 911 the console is notified that an emergency call was made Example Jeff Springer Widgets Inc salesman has just suffered from a heart attack Bill O Connor who works nearby dials 911 As soon as the call is made the following information appears on Pat s display la TOM ROBERTS 3041 EMRGENCY She also hears a siren like tone Feature Name Crisis Alert to Attendant Console Procedures If the attendant receives an emergency call the following occurs 1 The CRSS
49. ess the SPLIT SWAP button which will split Harry away and George is in conversation with you If you press the SPLIT SWAP button again then Harry will be active with you and George is split away Feature Name Split Swap DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Assisting Callers with Special Tools 45 Procedures To activate split swap 1 Press the SPLIT SWAP button To deactivate split swap do one of the following 1 2 3 Press the SPLIT button and all parties are joined in conference Press the RELEASE button and the active call and the split call are connected Press the HOLD button and the active call and the split call are connected and the connected call is put on hold Press the CANCEL button and the active call drops and the split away party joins with you as the active call Interrupting a Call You can interrupt someone who is on a call Example Telemarketer Sara Adams has a son Rob who just broke his leg Rob s high school coach calls Sara to let her know that they are taking Rob to the hospital Pat assists Rob s coach by interrupting Sara s existing call Now Rob s coach can talk to Sara Feature Name Attendant Intrusion Procedures To interrupt a call 1 Dial the desired busy party 2 Press the INTRUSION button 3 4 Press the RELEASE button Give message to called party
50. g Calls on Remote Hold When calls for a branch location need to be placed on hold you should use remote hold not hold Using remote hold frees the outside line that your system manager dedicated for branch calls To place calls on remote hold 1 Press the START button 2 Dial the remote hold feature access code 3 Listen for confirmation tone 3 short bursts of tone 4 Press the RELEASE button Using CAS Backup Service In addition to standard backup service phones at remote branch locations can serve as backup phones for a CAS console Using CAS Night Service Operations In addition to standard night service operations phones with multiple or single lines at remote branch locations can answer night service calls Below are descriptions for handling night calls from phones with multiple or single lines Multi Line Phone Night Service Operations Handling night service calls from multi line phones is similar to transferring calls from a console You can transfer calls from a multi line phone with A FLASH button m A CONFERENCE button m A TRANSFER button Transferring CAS Calls To transfer a CAS call from a multi line phone 1 Press the call appearance button where the green lamp is flashing DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 5 Centralized Attendant Service Identifying Differences in a CAS Environment 69 2 Listen for call identifica
51. hapter 5 Centralized Attendant Service describes CAS operations for handling CAS calls CAS night service and CAS backup procedures a Chapter 6 Routine Maintenance describes routine procedure for testing the console cleaning the console also contains information for handling the console after a commercial power failure a Glossary and Abbreviations provides an alphabetical listing and brief definitions of words and terms used with the attendant console and communications systems a Index provides an alphabetical listing of the information within this guide For ease of use all key words within a title or term are listed Conventions Used in This Document Console buttons are shown as CANCEL a Console lamps are shown as Attd a Alphanumeric displays appear as a TOMBROWN 3062 Security Measures For detailed information on securing your systems from unauthorized use please refer to BCS Products Security Handbook This document addresses security issues related to consoles including a Procedures for console operators when they receive hangup or silence calls a Physical security a Class of service a Facility restriction levels and alternate facility restriction levels a Console operator controlled phones Rerouting calls to console operators Changing barrier codes Sending calls to console operators Console operator controlled remote access Sending reports to console ope
52. he long distance numbers for the representatives Feature Name Attendant Control of Trunk Group Access Procedures Your system manager programs this information into your console to occur automatically When a controlled trunk group access call occurs the display provides you with the following information la LINDA WAGNER LOCAL tc a The name of the calling line a a The calling party s name Linda Wagner a The type of outside line that the calling party tried to access Local a The type of call purpose in use tc you have control of outside lines for this call Displaying Outside Line Information This feature provides call information about outside calls This information appears on your display When parties on the other end of the call do not have this feature or faulty transmission causes information to be lost information may not appear as you expect With this feature the following information appears on your display a Calling party s number The full number including the area code of the calling party a Calling party s name The name associated with the calling party s phone a Called party s number The full number including the area code of the called party a Called party s name The name associated with the called party s number DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Using Features for Interna
53. hen they ring to a different phone It includes features that your system manager sets up to operate automatically and features that you must set up each time you use them DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Answering Calls for Another Party 35 Backing Up the Console Operator Your system manager can program your overflow calls to ring to one or more designated phone Example The marketing department just launched an infomercial about Widget Inc s self cleaning bathtubs Consequently the phones are ringing off the hook Chris answers Pat s overflow calls at his own phone Feature Name Attendant Backup Procedures Your system manager programs this information into your console to occur automatically Routing Calls Through the Console Operator Your system manager can designate up to 50 listed directory numbers to come directly to you Example Widgets Inc president Randy Foxworthy wants Pat to screen all calls for him Kelly Ratliffe system manager programs all of Randy s calls to come directly to Pat When a salesman calls Pat takes a message When Randy s wife calls Pat sends the call through to Randy Feature Name Multiple Listed Directory Numbers Procedures Your system manager programs this information into your console to occur automatically Covering Calls from the Console Your system manager
54. hing fluttering broken flutter or unlit switch Any kind of telephone switching system See also communications system switchhook The buttons located under the receiver on a phone system administrator The person who maintains overall customer responsibility for system administration Generally all administration functions are performed from the Management Terminal The switch requires a special login referred to as the system administrator login to gain access to system administration capabilities T TAAS Trunk Answer from Any Station terminal A device that sends and receives data within a system See also administration terminal U Uniform Dial Plan UDP A feature that allows a unique 4 or 5 digit number assignment for each terminal in a multiswitch configuration such as a DCS or main satellite tributary system DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 Index 79 Index N Numerics 302A B console diagram 6 302C console diagram 7 A abbreviated dialing 30 see speed dialing 30 accessing individual operators 55 activating don t split see don t split 54 activating the console 24 alarm lamp 10 alarm reported lamp 10 maintenance communications 10 alarms alarm reported lamp 10 alarm maintenance required 10 alphanumeric display call purpose 16 call status 17 calling privileges 16 cover msg rt button 13
55. ier since you can perform VIAS capabilities with speech synthesis messages that system users voice to you The HELP number for visually impaired users is 1 800 233 1222 Example Pat is taking a leave of absence from Widgets Inc Her replacement Lindsey Buller is visually impaired Kelly Ratliffe system manager programs her console with VIAS and acquaints her with the location of each VIAS button Lindsey must ensure that she activates the VIAS feature each day A call comes in for president Randy Foxworthy and unfortunately Lindsey forgets who just called Lindsey simply presses the LAST VOICED MESSAGE button to find out who just called Feature Name VIAS Procedures To use visually impaired services 1 Press the ACTIVATION DEACTIVATION button to activate the service for the console 2 Press one of the buttons listed above 3 Press the ACTIVATION DEACTIVATION button to deactivate the service gt NOTE System initialization does not automatically activate VIAS After a warm RESTART button operation VIAS remains activated RECOVERY and cold RESTART button operations do not automatically activate VIAS even if it was activated before the RECOVERY or RESTART button attempt When the attendant console busyouts and VIAS is active VIAS automatically deactivates DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 5 Centralized Attendant Service Identifying Differ
56. ilable line DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Using Features for Internal Use 56 a Activate and deactivate functions associated with hunt groups Ask your system manager for more information a Have two calls waiting in your individual call waiting queue Example Widgets Inc is consolidating telecommunications with parent company Widgets International Since the companies are located in different cities system manager Kelly Ratliffe assigns personal extensions to each console operator Jonathan Livingston a telemarketer has a question specific to Widgets Inc so he calls Pat directly Feature Name Individual Attendant Access Procedures Your system manager programs console operator extensions to work the same as all other extensions in the system Using the Internal Directory You can retrieve names and their associated extensions from your console The number of names and extension depends on your switch type and release Example New Widgets Inc employee Linda Cassanov needs to find the extension for president Randy Foxworthy but she has not yet received a company telephone directory She uses the procedures outlined for Integrated Directory to find Randy s number Feature Name Integrated Directory Procedures To search for an extension corresponding to a known name 1 Press the INTGRTD DIRECT button D
57. ing at the lamp to the left of the appropriate DXS button a If the lamp is dark the extension is idle a If the lamp is lighted the extension is in use You can still transfer a call if system users have more than one line available Ask your system manager about the phones in your company a If the extension is busy you hear a busy tone DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of Your Console 21 a Ifa station has the SAC feature active and is busy the DXS BLF lamps remain steady until the station is no longer busy At that time the lamp goes to a flashing mode The PC Console alerts by changing colors on the icon for the associated extension Tones Heard Through Handset or Headset When you operate the console you hear tones through the handset or headset that can indicate progress or status of a call or identify types of incoming calls Table 5 describes the tones available on your console Table 5 Ringing and Tones Descriptions Tone Name Pitch Frequency Meaning Ringback Low 15 times a A transferred call comes back to the minute console Special Low Single Calls are waiting to be answered Ringback Busy Low 60 times a The called extension is busy minute Fast Busy Low 120 times a A caller dialed an incorrect number minute or called a phone that cannot be called Conf
58. ires the power failure transfer automatically activates and the console does not function When power returns consoles return to normal operation When power fails all active calls and all calls on hold are lost Also a power failure affects the following features that require corrective action a Attendant Control of Trunk Group Access Reestablish control of desired outside lines a Call Forwarding All Calls Reactive Call Forwarding All Calls for desired extension numbers a Controlled Restrictions Reestablish control of desired phones or groups of phones a Night Service Reactivate Night Service as desired DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 Glossary and Abbreviations 73 Glossary and Abbreviations A AAR See Automatic Alternate Routing AAR Abbreviated Dialing AD A feature that allows callers to place calls by dialing just one or two digits AAR Automatic Alternate Routing ACD See Automatic Call Distribution ACD access code A 1 2 or 3 digit dial code used to activate or cancel a feature or access an outgoing trunk ACD See Automatic Call Distribution ACD ACD also refers to a work state in which an agent is on an ACD call AD See Abbreviated Dialing AD administer To access and change parameters associated with the services or features of a system administration terminal A terminal that
59. irmation n a Three short The operation requested activated or bursts deactivated is accepted Coverage n a One short A call to one extension rings at a burst different extension Dial Low Continuous A phone is ready to use steady tone Intercept On Off Siren type A caller dialed a number incorrectly high and Dee Do or called a phone that cannot be low called Reorder Low 120 times a All trunks within a particular trunk minute group are busy or that a requested feature is not available Continued on next page DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of Your Console 22 Table 5 Ringing and Tones Descriptions Continued Tone Name Pitch Frequency Meaning Call Waiting Low 15 times a A call is waiting at the console and Ringback minute with the called party has been notified that decreasing the call is waiting volume during the last 0 2 second Incoming On off 0 5 second An incoming call is waiting to be Call Ringing low answered Calls Waiting On off 0 25 second One or more incoming calls are Queued low waiting to be answered Calls Timed high On for 0 5 A single party call is on hold for Reminder second off longer than the time allowed by your Attendant for 1 company This tone also occurs when Recall second someone on a conference call calls you
60. is used to administer and maintain a system See also terminal appearance A software process that is associated with an extension and whose purpose is to supervise a call An extension can have multiple appearances Also called call appearance line appearance and occurrence See also call appearance ARS See Automatic Route Selection ARS attendant A person at a console who provides personalized service for incoming callers and voice services users by performing switching and signaling operations See also attendant console attendant console The workstation used by an attendant The attendant console allows the attendant to originate a call answer an incoming call transfer a call to another extension or trunk put a call on hold and remove a call from hold Attendants using the console can also manage and monitor some system operations Also called console See also attendant Automatic Alternate Routing AAR A feature that routes calls to other than the first choice route when facilities are unavailable Automatic Call Distribution ACD A feature that answers calls and then depending on administered instructions delivers messages appropriate for the caller and routes the call to an agent when one becomes available DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 Glossary and Abbreviations 74 Automatic Call Distribution ACD split A method of routing calls
61. l 11 position available see pos avail 11 principal 23 principal console 23 providing emergency access to the operator 48 providing emergency notification to the operator 48 Issue 4 June 1999 84 R recalling the operator 32 release button 10 remote hold 68 69 70 restricting calls 52 retrieving messages 58 ringer volume 18 ringing and tones descriptions 21 ringing descriptions 21 routing calls economically 60 clocked manual override 62 immediate manual override 61 routing calls through the operator 35 S security measures 2 select button 7 selector console area 19 diagram 20 single line phone night service 70 speed dialing 30 split swap 44 start button 10 stored number button 14 system user calling privileges 16 T terminating a call release button 10 testing facilities 55 testing the 302A B console 71 testing the 302C console 72 time of day routing 60 clocked manual override 62 immediate manual override 61 routing calls economically 60 timer select button 7 DEFINITY Enterprise Communications Server Release 7 Console Operations 555 230 700 Index timer button 13 tones 21 CAS associated tones 66 transferring calls 24 25 externally 25 internally 24 outside numbers 25 transferring CAS calls 67 68 70 Issue 4 June 1999 85 U user Calling privileges 16 using call waiting 43 using night service 59 using the i
62. l Area The ringer volume control area provides volume control for a Incoming calls Timed reminder tones notification that a call needs additional attention a Call waiting tones notification that a call is waiting to be answered a Emergency access to attendant calls not Crisis Alert calls DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of Your Console 19 o o Ringer Time _ i Select Volume Timer is the default value for this button However this value may be changed via system administration resulting in a different button name ph302rve PDH 041697 Figure 8 Ringer Volume Control Area enhanced console The ringer volume control area has an a up button a down button and a SELECT button To adjust the volume on your console 1 Press and release the a up button or down button to activate the display The display exhibits a bar graph and identifies the tone to be adjusted 2 Press the SELECT button to choose the type of tone that you wish to adjust 3 Press and release the 4 up button to increase the volume or the Y down button to decrease the volume 4 Press any other button on the console to complete or cancel this task Selector Console The Selector Console allows you to transfer calls and determine the status of an extension It ha
63. l Use 52 a Special call status information designated by MISCID in this chapter Information about the changing status of a call gt NOTE Sometimes a billing number displays for a calling or called number For example the billing number for a pay phone might display rather than the pay phone number Choosing Outside Lines You can select a specific group of outside lines for an outgoing call Example Widgets Inc frequently communicates with its parent company Widgets International located in Chicago The system manager Kelly Ratliffe assigns one of the buttons in the outside lines select area to Widgets International To call someone in Widgets International Pat presses the outside line button labeled Chicago and dials the 7 digit phone number without having to dial 1 and the area code Feature Name Attendant Direct Trunk Group Selection Procedures To select an outside line 1 Press the desired outside line button 2 Dial the desired number Using Features for Internal Use This section covers features that you might use internally for a variety of reasons These reasons may range from restricting calls to providing system user telephone lists to testing your equipment It also includes information specific to accessing console operators and working with non phone equipment Restricting Calls You can activate or deactivate calling restrictions for individual phones or groups of phones Table 7 lists th
64. le 3 defines call purpose identifiers Table 3 Call Purpose Identifiers Identifier Description B orb Displays when called parties do one of the following a Do not answer m Send their calls to coverage m Are active on a call that uses temporary bridged appearance co An internal user who doesn t have calling privileges for outside lines attempts to make an outgoing call cs An internal user who doesn t have internal calling privileges attempts to make a call to another internal phone ct A caller attempts to call a user who cannot receive calls DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of Your Console 17 Table 3 Call Purpose Identifiers Continued Identifier Description d Displays when called parties do one of the following Do not answer Send their calls to coverage m Are unavailable and have a temporary bridged appearance System users forward their calls to you The system redirects calls to you due to a problem with the system or because your system manager has programmed calls made to specified extensions to come to you Incoming calls that are listed in the phone book and are placed directly to a system user s extension Night service is on and the call goes to the night service station na Consoles are in night service mode rc
65. lt Split Hold Reserved lamps are on basic console only Note Unlabeled buttons are available for assignment ph310ffb PDH 041597 Figure 6 Feature Button Area The Display The alphanumeric display provides information about callers called parties call status and call features Your console has 9 buttons in the display area that function as different modes for viewing information On the basic console they are located on the display module On the enhanced console they are located on the main console DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of Your Console 13 40 character display area ph302and PDH 041597 Figure 7 Display These display mode buttons are as follows gt NOTE Your system manager may change the function of each button NORMAL MODE comes with every console This button displays call related information for active incoming calls and console originated calls For more information on information that displays in normal mode refer to Displaying in Normal Mode later in this chapter INSPECT MODE This button displays call related information for held calls when you are on another call DATE TIME This button displays the current time of day and date for five seconds TIMER Elapsed Time This button displays elapsed time in hours minutes
66. matic Call Distribution ACD Information on these groups of features can be found in the following documents a DEFINITY Enterprise Communications Server and GuestWorks Release 7 Hospitality Operations Issue 5 555 230 723 a DEFINITY Enterprise Communications Server Generic 1 Generic 3 and System 75 Automatic Call Distribution ACD Agent Instructions Issue 5 555 230 722 a DEFINITY Enterprise Communications Server Generic 1 Generic 3 and System 75 Automatic Call Distribution ACD Supervisor Instructions Issue 4 555 230 724 a DEFINITY Enterprise Communications Server Release 7 Console Operations Quick Reference Issue 3 555 230 890 The rest of this book includes a Chapter 2 Understanding the Console Layout describes and illustrates the basic and enhanced versions of the two console models It also describes information that appears on the console s display and tones heard at the console DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 1 Introduction Conventions Used in This Document 2 a Chapter 3 Operating the Console contains step by step instructions for placing calls transferring calls placing callers on hold placing conference calls and handling emergency calls a Chapter 4 Using the Features describes of features associated with the console and provides step by step instructions where applicable a C
67. med call me messages for other internal users When the system stores a message the Message Waiting lamp on the called party s phone lights Example At Widgets Inc Pat receives numerous calls for president Randy Foxworthy that require personal attention When Randy is unavailable to take these calls Pat uses leave word calling to notify Randy that he has a call that she must discuss with him DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Using Features for Internal Use 58 Feature Name Leave Word Calling Procedures To store a message when a phone is busy or a call goes unanswered 1 2 3 4 Press the START button Dial the desired extension Called party s phone is busy or goes unanswered Press the Lwc button This leave a preprogrammed call me message Hang up To cancel a message you left for a system user 1 Press the START button 2 Press the LWC CANCEL button 3 4 Dial extension number where message was left Select one of the following options a If you hear a confirmation tone 3 short bursts of tone press the RELEASE button or a If you hear a reorder tone fast busy tone press the CANCEL button to try again Retrieving Messages You can retrieve messages for other system users Other system users may or may not be able to retrieve their own messages Example Rich Wins
68. ng call the display shows the called party s name and extension In the following sample the called party is Jeff Morrow who is at extension 4032 a JEFF MORROW 4032 If only name information is available the following displays a JEFF MORROW 4032 If only number information is available the following displays a 3304 3304 If neither the name or the number is available the following displays a 3304 or a OUTSIDE LINE NAME TRUNK ID If the call gets redirected the following displays a 3304 COVER System user s calling privileges DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of Your Console 16 Your system manager assigns calling privileges for all system users A 2 digit number assigned by your system manager followed by a hyphen and 4 alpha characters that identify the user s calling privileges The 4 alpha characters are listed in Table 2 Table 2 Calling Privilege Identifiers 4 alpha character Meaning ORIG The user cannot place any calls from their phone OTWD The user cannot place calls on outside lines from their phone TOLL The user cannot place long distance calls from their phone NONE The user has no calling restrictions a Call purpose Call purpose information identifies features that are in use Tab
69. ng machine To retrieve these messages she must press the DONT SPLIT button disabling auto start Now she can access messages from her answering machine Feature Name Don t Split DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Using Features for Internal Use 55 Procedures To use don t split 1 Press the DONT SPLIT button 2 Dial the desired number To deactivate don t split 1 Press the CANCEL button Testing Phone System Components You can place calls to test 4 components of your phone system a Outside lines a Touch tone phones a Time slots a System tones Example System manager Kelly Ratliffe is organizing a department move for accounting To ensure that all phones are working properly Kelly asks Pat to test the phones involved in the move Pat uses facility test call procedures to verify that the phones are functioning properly Feature Name Facility Test Call Procedures If you are authorized to perform these 4 tests your system manager can provide detailed procedures located in the maintenance manuals for your switch Accessing Individual Console Operators Your system manager assigns a personal extension to each console in your system so that users can dial console operators directly If you have this feature you can also Bea member of a hunt group when one line is busy the system searches for the next ava
70. nsfer CAS calls A U N e Press the CALL APPEARANCE button Listen for a call identification tone if provided by the branch Press the START button Listen for a dial tone gt NOTE or or Do not continue until you hear a dial tone The call does not go through if you proceed before the dial tone sounds Dial the requested internal or external number Select one of the following options If you are not going to announce the call press the RELEASE button as soon as the call starts to ring If you are going to announce the call wait for the called party to answer When the called party accepts the call press the RELEASE button If the called party declines to talk to the caller press the CANCEL button to reconnect with the caller Explain to the caller that the called party is not available take a message or ask the caller to try again later then press the RELEASE button If the called party is busy or doesn t answer press the CANCEL button to reconnect with the caller DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 5 Centralized Attendant Service Identifying Differences in a CAS Environment 68 Explain to the caller that the called party cannot be reached If the caller wants to wait transfer the call again then press the RELEASE button If the caller does not want to wait take a message and press the RELEASE button Placin
71. nternal directory 56 V VIAS see Visually Impaired Attendant Service Visually Impaired Attendant Service 63 volume ringer volume control 18 volume control 18 WwW warning lamp 8
72. o access an outside line 4 Select one of the following options a Press the RELEASE button if the caller plans to complete the call or a Dial the desired party using the dialing keypad then press the RELEASE button as soon the call starts to ring or a Announce the call to the called party If the called party accepts the call press the RELEASE button DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 3 Operating the Console Placing Callers on Hold 26 If the called party declines to talk to the caller press the SPLIT button to reconnect to the caller Follow your company s procedures for taking messages Press the RELEASE button or a If the called party is busy or does not answer press the CANCEL button to reconnect with the caller a Follow your company s procedures for taking messages m Press the RELEASE button Exceptions Two conditions impact your ability to transfer callers to outside parties You cannot transfer calls to outside parties if a All outside lines are busy a The caller does not have calling privileges for the outside line requested Placing Callers on Hold You can place up to 6 calls on hold You should place callers on hold if you cannot service them immediately or if you need to get back to the caller with information To place a call on hold 1 Press the lighted call appearance button 2 Greet the caller
73. of a similar type among agents in a call center Also a group of extensions that are staffed by agents trained to handle a certain type of incoming call Automatic Route Selection ARS A feature that allows the system to automatically choose the least cost way to send a toll call B barrier code A security code used with the Remote Access feature to prevent unauthorized access to the system BLF Busy Lamp Field bridge bridging The appearance of a phone s extension at one or more other phones bridged appearance A call appearance on a phone that matches a call appearance on another phone for the duration of a call C call appearance 1 For the attendant console six buttons labeled a f used to originate receive and hold calls Two lights next to the button show the status of the call appearance 2 For the phone a button labeled with an extension and used to place outgoing calls receive incoming calls or hold calls Two lights next to the button show the status of the call appearance Call Detail Recording CDR A feature that uses software and hardware to record call data Same as CDRU CAS Centralized Attendant Service or Call Accounting System CDR See Call Detail Recording CDR Class of Restriction COR A feature that allows up to 64 classes of call origination and call termination restrictions for phones voice terminal groups data modules and trunk groups See also Class of Service COS
74. phones get notified that an emergency call was made DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Assisting Callers with Special Tools 47 Example Edward Murrow Widgets Inc salesman just fell down a flight of stairs breaking his leg Tom Bronaw who was nearby calls the emergency extension As soon as the call is made all digital telephones with an assigned CRSS ALERT button are notified with a continuous ring The following information appears on Pat s display e TOM ROBERTS 3041 EMRGENCY Feature Name Crisis Alert Every User Responds Procedures If you work for a company that has more than one digital telephone and you receive an emergency call the following occurs at all digital telephones and the attendant console 1 The CRSS ALERT button flashes and a continuous ring alerts the designated digital station The display shows the current crisis alert overwriting any current display 2 Because each digital station must acknowledge each alert each user pushes the CRSS ALERT button turning off the ringing and changing the lamp to a steady state 3 The user records the crisis alert information 4 The user pushes the NORMAL DISPLAY MODE button and the lamp turns off and the display clears Feature Name Crisis Alert Single User Responds Procedures If you work for a company that has more than one digital tel
75. r 0 on off single Identifies a branch location call to the low console operator Recall on Call low single Routes unattended calls on call waiting to Waiting you Recall on on off 4 6 cycles Routes unattended remote hold calls to you Remote Hold low Recall on Don t medium 25 second Routes unanswered calls to you Answer Incoming Call determined determined Identifies the calling branch location Identification by system by system manager manager Using a CAS Display In addition to standard display information you can view the following incoming calls information from branch locations Table 10 Incoming Branch Location Displays Type of Call Display Shows Listed Directory Number Incoming outside line name Dial 0 Caller s name and extension Remote hold recall Caller s name and extension Others Including Coverage Calls Name and number of the outside line dedicated for handling branch calls DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 5 Centralized Attendant Service Identifying Differences in a CAS Environment 67 Using CAS Operating Procedures Operating procedures for CAS environments work similarly to standard environments However transferring calls placing calls on hold console backup services and night service function differently in CAS environments The following section describes these procedures in detail Transferring CAS Calls To tra
76. r must not a Be longer than 10 digits The 10 digits can include a 3 digit access code followed by a typical 7 digit telephone number m Include authorization codes Authorization codes cannot be in the forwarded to telephone number DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Answering Calls for Another Party 37 Example Bob Sisterkey quality assurance specialist at Widgets Inc had to leave the office in a hurry for a personal emergency He is expecting an important phone call so he calls Pat and asks her to forward his calls to another member of his team Pat uses the call forwarding all calls procedures to forward his calls to his team member Feature Name Call Forwarding All Calls Procedures To forward all calls for an extension 1 Press the START button Dial the forwarding all calls access code Dial the extension of the phone to be forwarded Dial the forwarded to number nan A WwW N Select one of the following options a If you hear a confirmation tone 3 short bursts of tone indicating that the procedure is successful press the RELEASE button a If you hear an intercept tone alternating high low siren like tone or fast busy tone indicating that the procedure is unsuccessful press the CANCEL button to try again To deactivate call forwarding all calls for a particular extension 1 Press the START button 2 Di
77. rators DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of Your Console 5 Understanding the Console Layout Your console is a powerful communications tool With it you function as a communications hub by managing calls and performing a variety of special functions The goal of this chapter is to familiarize you with the console layout At the end of this chapter you will be able to describe the layout of your console Physical Layout of Your Console At first glance your console may look like an oversized phone with a few too many buttons and lamps lights While your console can function like a phone it also manages several additional functions In fact your console with its many buttons and lamps has functional groups designed to manage outside lines incoming calls and special features Two types of consoles are described in this chapter the 302A B and the 302C console The following section contains drawings of 302A B and 302C consoles followed by information on their layout DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 2 Understanding the Console Layout Physical Layout of Your Console June 1999
78. rier telecommunication services or facilities accessed through or connected to it Lucent Technologies will not be responsible for any charges that result from such unauthorized use Lucent Technologies Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 Federal Communications Commission Statement Part 15 Class A Statement This equipment has been tested and found to comply with the limits for a Class A digital device pursuant to Part 15 of the FCC Rules These limits are designed to provide rea sonable protection against harmful interference when the equipment is operated in a commercial environment This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instructions may cause harmful interfer ence to radio communications Operation of this equipment in a resi dential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense Part 68 Network Registration Number This equipment is registered with the FCC in accordance with Part 68 of the FCC Rules It is identi fied by FCC registration number AS593M 13283 MF E Refer to Federal Communications Commission Statement in About This Book for more information regarding Part 68 Canadian D
79. s two groups of buttons and lamps the Hundreds Group Select HGS and the Direct Extension Selection DXS with Busy Lamp Field BLF The basic console has 8 HGS buttons the enhanced console has 20 You use them in conjunction with the DXS buttons to dial an extension For example if you wish to transfer a call to extension 3452 press the HGS button labeled 34 then press the DXS button labeled 52 The 100 DXS buttons are labeled from 00 to 99 When combined with the HGS buttons they provide up to 800 possible extensions for the basic console and up to 2000 possible extensions for the enhanced console For more information on how to transfer calls refer to Transferring Calls to Internal Extensions on page 24 DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 2 Understanding the Console Layout Physical Layout of Your Console 20 Busy lamp field BLF lamps Direct extension selection DXS buttons 00 99 ph26bsc PDH 041897 Figure 9 Selector Console Area Determining Extension Number Status You can determine the status of an extension by pressing the two buttons necessary to complete the extension and look
80. se contact with the company s phone system Pat uses serial calling to connect Susan on multiple calls Feature Name Attendant Serial Calling Procedures To manage a serial call 1 Answer the call Press the SERIAL button Press the START button Dial the desired extension oP es Press the RELEASE button When the call is complete it returns to the console 6 Repeat steps 1 through 5 until all calls are made 7 Press the SERIAL button to terminate a serial call Managing Outside Lines This section provides feature information for managing outside lines It describes two types of networks and includes ways to control outside line access ways to view outside line calling information and ways to record outside call information Controlling Access to Outside Lines You can control system users access to 6 basic console or 12 enhanced console outside lines If a user attempts to use one of these outside lines they automatically redirect to you DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Managing Outside Lines 51 Example In an effort to increase their profit margins Widgets Inc institutes a controlled long distance calling plan Only three customer service representatives may use long distance service and they may only call Widget Inc distributors Pat screens all outgoing customer service calls and when appropriate dials t
81. sing a group select button and a DXS button E external call A connection between a communications system user and a party on the public network or on another communications system in a private network F FAC Feature Access Code facility A telecommunications transmission pathway and associated equipment feature A specifically defined function or service provided by the system feature button A labeled button on a telephone or attendant console used to access a specific feature DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 Glossary and Abbreviations 76 I inside call A call placed from one telephone to another within the local communications system Integrated Services Digital Network ISDN A public or private network that provides end to end digital communications for all services to which users have access by a limited set of standard multipurpose user network interfaces defined by the CCITT Through internationally accepted standard interfaces ISDN provides digital circuit switched or packet switched communications within the network and links to other ISDNs to provide national and international digital communications See also Integrated Services Digital Network Primary Rate Interface ISDN PRI Integrated Services Digital Network Primary Rate Interface ISDN PRI The interface between multiple communications systems that in North America incl
82. tion tone if provided by the branch 3 Answer the call 4 Select one of the following options m Press the FLASH button Flash lamp lights for 2 seconds m Press the CONFERENCE button m Press the TRANSFER button 5 Dial the requested number 6 End the call by hanging up or by pressing another call appearance button the DISCONNECT button or the DROP button If your phone has a display it may also be have an OUTSIDE LINE button By pressing the OUTSIDE LINE button while on an active call you can view the branch name or the name of an outside line Placing CAS Calls on Remote Hold To place a CAS call on remote hold from a multi line phone 1 Select one of the following options m Press the FLASH button m Press the CONFERENCE button a Press the TRANSFER button 2 Dial the remote hold feature access code 3 Select one of the following options Hang up or a Press one of the following CALL APPEARANCE button DISCONNECT button DROP button Cancelling CAS Calls To cancel a CAS call from a multi line phone 1 Select one of the following options m Press the FLASH button DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 5 Centralized Attendant Service Identifying Differences in a CAS Environment 70 m Press the CONFERENCE button m Press the TRANSFER button The transferred call drops or remote hold deactivates Single Line Phone Night Service
83. ton manager of Widgets Inc self cleaning bathtub manufacturing needs to retrieve leave word calling messages left for him on his assembly line phone He calls Pat and Pat sees the following information on her display CARTER ANN 2 7 10 45a 2 CALL 3124 Pat tells Rich that Ann Carter called him two times the last time she called was at 10 45 on February 7 and Ann wants Rich to call her back at extension 3124 DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Using Features for Internal Use 59 Feature Name Message Retrieval Procedures To retrieve messages 1 Press the COVER MSG RT button Messages display on the display 2 Read messages if any to the system user 3 Press one of the following buttons for more options m NEXT Displays the next stored message or displays END OF MESSAGES m DELETE MSG Delete Message Deletes the displayed message m MAKE CALL Automatically returns the call requested by the currently displayed message Using Night Service Your console can automatically answer incoming calls without your assistance Example Widgets Inc has a prerecorded message for people who call after hours When Pat leaves work each night she places the console in night service and callers hear the after hours message Feature Name Night Service Procedures To activate Night Service 1 Press the NIGHT bu
84. tton To deactivate Night Service 1 Press the NIGHT button DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Using Features for Internal Use 60 Routing Calls Economically Your system can route outgoing calls in the most economical way based on the time of day and the day of the week Your system manager designates one of up to eight routing plans as the standard routing plan for each day of the week Your system manager however may alter the routing plan with manual or clocked manual override Manual Override When you activate Manual Override the currently active routing plan changes immediately to a new plan The new plan remains in effect until you manually deactivate the override or until the next scheduled routing plan takes effect Clocked Manual Override This option lets your system manager specify the day and time to override the scheduled time of day routing plan Your system manager can also specify a deactivate day and time or can manually deactivate clocked manual override Example System manager Kelly Ratliffe saves considerable money for Widgets Inc by designing automated paths for calls to follow at certain times of the day on certain days of the week She programs calls placed before 10 00 a m from Maine to route through the Los Angeles outside line and calls placed after 3 00 p m from Los Angeles to route through the Portland
85. udes 24 64 kbps channels corresponding to the North American digital signal level 1 DS1 standard rate of 1 544 Mbps The most common arrangement of channels in ISDN PRI is 23 64 kbps B channels for transmitting voice and data and 1 64 kops D channel for transmitting associated B channel call control and out of band signaling information With nonfacility associated signaling NFAS ISDN PRI can include 24 B channels and no D channel See alsolntegrated Services Digital Network ISDN intercept tone A tone that indicates a dialing error or denial of the service requested internal call A connection between two users within a system ISDN trunk A trunk administered for use with ISDN PRI Also called ISDN facility L line A transmission path between a communications system or CO switching system and a phone or other terminal line appearance See appearance LWC Leave Word Calling M multiappearance phone A terminal equipped with several call appearance buttons for the same extension allowing the user to handle more than one call on that same extension at the same time DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 Glossary and Abbreviations 77 N network A series of points nodes or stations connected by communications channels P PBX Private branch exchange PRI See Primary Rate Interface PRI Primary Rate Interface PRI
86. utive vice president Cathi Henrique Pat pages Cathi When Cathi answers her page Pat adds her to the existing conference call Feature Name Loudspeaker Paging Access Deluxe Procedures To page individuals 1 Tell the caller that you are going to page the called party 2 Press one of the following m PAGE mw PAGEALL if provided m Keypad buttons to dial an access code 3 Page the called party and tell them which extension to call to answer their call If you plan to connect the paged party to an existing conference call 1 Tell them to call your extension 2 Press the line where the conference call resides DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Assisting Callers with Special Tools 43 3 Press the SPLIT button 4 Press the HOLD button Unanswered pages return to you for further assistance If the allotted time for paging announcements expires during the page the call disconnects and you hear an intercept tone alternating high low siren like tone or fast busy tone Assisting Callers with Special Tools This section covers features that allow you to provide special assistance to callers It includes ways to hold callers on the line interrupt an existing call override existing features designed to block incoming calls assist callers who need to reach a series of system users or manage emergency calls Using Call Waiting
87. wer calls as soon as possible or get assistance Individual Calls Waiting Lighted Call to your personal extension needs to be answered Answer call as soon as possible Pos Avail Lighted Dark Console available for incoming calls One of the following conditions exists m You are on a call m Acall has arrived at the console m The handset or headset is unplugged You pressed the POS BUSY button You placed the system in night service mode n a n a Features The features area of your console allows you to perform standard and specialty operations Your console is configured with features purchased by your company Your system manager can provide a list of features available to you For specific feature information refer to Chapter 4 Using the Features DEFINITY Enterprise Communications Server Release 7 Console Operations 555 230 700 2 Understanding the Console Layout Physical Layout of Your Console Issue 4 June 1999 12 O O O O O o Reserved lamps O O O O O o Status lamps Forced i Pos Release Night Busy o o lt O O oO oO oO O lt _ O O o o
88. xtension you wish to restrict DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Using Features for Internal Use 54 5 Select one of the following options a If you hear a confirmation tone 3 short bursts of tone press the RELEASE button a If you hear an intercept tone alternating high low siren like tone or fast busy tone the extension is already restricted or you dialed an incorrect code Press the CANCEL button to retry To deactivate a restriction 1 Press the START button 2 Dial the restriction deactivation code 3 Dial one of the following restriction code numbers a Outbound calls toll calls a 2 Allcalls a 3 Termination a 4 Phone to phone toll calls 4 Dial the extension that is no longer to be restricted 5 Select one of the following options a If you hear a confirmation tone 3 short bursts of tone press the RELEASE button a If you hear an intercept tone alternating high low siren like tone or fast busy tone the extension is already restricted or you dialed an incorrect code Press the CANCEL button to retry Activating Don t Split You can disable auto start by pressing the DONT SPLIT button Don t split allows the system to send dialed touch tone digits Some telecommunications equipment requires touch tone digits to function properly Example Pat needs to call home to retrieve messages from her answeri
89. z zz Where x is the routing plan number yyy is the 3 letter abbreviation for the day of the week and zz zz is the activation hour 3 Press the Clocked Override or Normal Mode button a The Clocked Override lamp remains steadily lighted m Clocked Manual Override is active To manually deactivate Clocked Manual Override 1 Press the Clocked Override button a The Clocked Override lamp goes out a Scheduled daily routing plan goes into effect immediately Using Visually Impaired Attendant Service Your console provides 8 buttons for voiced feedback for visually impaired console operators Table 8 lists the 8 buttons and their function Table 8 Using VIAS Buttons Button Name Voiced Function ACTIVATION DEACTIVATION Tells how to activate or deactivate this feature CONSOLE STATUS Console s current status DISPLAY STATUS Display information LAST OPERATION Last completed operation LAST VOICED MESSAGE Last message or digit sent to the console DIRECT TRUNK GROUP Available outside lines SELECTION STATUS CLASS OF RESTRICTION Current caller s calling privileges INSPECT Tells what features are assigned to other buttons DEFINITY Enterprise Communications Server Release 7 Issue 4 Console Operations 555 230 700 June 1999 4 Using the Features Using Features for Internal Use 64 gt NOTE This feature requires at least one speech processor circuit pack to be installed into a system port carr

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