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Copyright 2001, Avaya Inc All Rights Reserved Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Preventing Toll Fraud “Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company's behalf).
Contents Introduction 1 ■ Conventions used in this document 2 ■ Security measures 2 Understanding the console layout 3 ■ Physical layout of your console 4 ■ Outside-lines buttons and lamps 7 ■ Call appearance buttons and lamps 8 ■ Dialing keypad and call processing area 9 ■ Feature buttons and lamps 12 ■ The display and display buttons 13 Displaying call-related information 15 Call purpose 17 Call status 19 ■ Volume control and option selector buttons 20 ■ Selector con
Contents Using the features ■ ■ ■ ■ ■ ■ 33 Speeding up the console 34 Using Auto Start 34 Speed dialing 34 Holding calls automatically 35 Handling multiple-party calls 36 Connecting multiple callers 36 Locking out the console operator 37 Recalling the console operator 37 Paging with deluxe voice paging 38 Answering calls for another party 40 Backing up the console operator 40 Routing incoming calls through the console operator 41 Covering calls from the console 41 Forwardin
Contents ■ Features for internal use 60 Restricting calls 60 Activating Don’t Split 62 Testing phone system components 63 Accessing individual console operators 63 Using the internal directory 64 Assigning main console operators 65 Leaving messages 65 Retrieving messages 66 Using night service 67 Routing calls economically 68 Using Visually Impaired Attendant Service 72 Centralized Attendant Service 75 Differences in a CAS environment 75 ■ CAS-associated tones 76 ■ CAS disp
Contents Glossary and abbreviations 85 Index 91 vi DEFINITY ECS Console Operations
Introduction 1 If you are a console operator on a DEFINITY® Enterprise Communications Server (ECS) or an Avaya IP600 Internet Protocol Communications Server, this book is for you! It is designed to show you the physical layout of your console, how to perform standard and specialty functions, and how to maintain and clean your console. It also provides information specific to operating your console in a Centralized Attendant Service (CAS) environment.
Introduction NOTE: This guide does not cover operations associated with Hospitality Services and Automatic Call Distribution (ACD).
Understanding the console layout 2 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.
Understanding the console layout Physical layout of your console At first glance, your console may look like an oversized phone with a few too many buttons and lamps (lights). While your console can function like a phone, it also manages several additional functions. In fact, your console, with its many buttons and lamps, has functional groups designed to manage outside lines, incoming calls, and special features. Two types of consoles are described in this chapter: the 302A/B and the 302C/D console.
Physical layout of your console 9 8 6 7 10 Ringer Select 2 Cont Cont Warning Warning Busy Busy Volume 11 5 ABC 4 DEF 1 2 3 GHI JKL MNO 4 5 6 PQRS TUV WXYZ 7 8 9 Oper 0 Calls Waiting Calls Waiting Warning Individual Calls Waiting 12 Alarm Alarm Reported Position Available 3 On Hold Cancel Test Start 13 Release 1 phdg302b KLC 031899 1. Lamp test switch 8. Display 2. Handset 9. Select button 3. Handset cradle 10. Volume control buttons 4.
Understanding the console layout 9 8 10 Volume 7 Ringer Select 6 1 Control Control Warning Warning Busy Busy 11 2 ABC DEF 1 2 3 GHI JKL MNO 4 5 6 PQRS TUV WXYZ 7 8 9 Forced Release Calls Waiting Night Pos Busy Calls Waiting Warning Individual Calls Waiting 12 4 Alarm Alarm Reported 0 Position Available Hold Split 3 13 Cancel Start a Release b c d e f phdg302c KLC 042501 5 1. Handset 8. Display 2. Handset cradle 9. Select button 3.
Outside-lines buttons and lamps Outside-lines buttons and lamps The outside-lines buttons and lamps allow you to choose an outside line or can be dedicated for paging system users.
Understanding the console layout Call appearance buttons and lamps The call appearance buttons and lamps allow you to answer calls, place calls, or identify when calls are placed on hold. They include: ■ A 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 the console, or when a transferred call returns to the console. ■ A Hold lamp that lights when you place a call on hold.
Dialing keypad and call processing area Dialing keypad and call processing area The dialing keypad has several buttons and lamps used for processing calls or notifying you of calls that are waiting to be answered, system-detected alarms, and lines that are available for placing calls.
Understanding the console layout The call processing lamps notify you that the following conditions exist: Table 1.
Dialing keypad and call processing area Table 1.
Understanding the console layout Feature buttons and lamps The features buttons and lamps of your console allows you to perform standard and specialty operations. Your console is configured with features purchased by your company. Your system manager can provide a list of features available to you. Refer to Chapter 4, ‘‘Using the features’’ for specific feature information. Status lamps Forced Release Night Hold Split Note: Unlabeled buttons are available for assignment. Figure 6.
The display and display buttons The display and display buttons The alphanumeric display provides information about callers, called parties, call status, and call features. The console has a 1-line by 40-character display. The console has 8 buttons in the display area that function as different modes for viewing information. On the basic console, they are located on the display module. On the enhanced console, they are located on the main console. 40 character display area ph302and PDH 041597 Figure 7.
Understanding the console layout ■ 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. ■ 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.
The display and display buttons Displaying call-related information 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.
Understanding the console layout If neither the name or the number is available, the following displays. a= 3304 or a= OUTSIDE LINE NAME TRUNK ID If the call gets redirected, the following displays. a= 3304 COVER System user’s calling privileges Your system manager assigns calling privileges for all system users. A 2-digit number assigned by your system manager, followed by a hyphen and 4-alpha characters that identify the user’s calling privileges. The 4-alpha characters are listed in Table 2.
The display and display buttons Call purpose Call-purpose information identifies features that are in use. Table 3 defines call-purpose identifiers. Table 3. Call purpose identifiers Identifier Description B or b Busy. Displays when called parties do one of the following: ■ Do not answer ■ Send their calls to coverage ■ Are active on a call that uses temporary bridged appearance co Controlled Outward Restriction call.
Understanding the console layout Table 3. Call purpose identifiers (Continued) Identifier Description rc Recall call. A held call returns to the console. rt Return call. An unanswered, transferred call returns to the console. s Send All Calls call. Displays when a called system user temporarily sends all their calls to coverage. sc Serial call. A caller places repeated calls on the same line without disconnecting. tc Trunk Control.
The display and display buttons Call status Call-status displays the phone call’s current status. Table 4 identifies call status indicators and describes when they occur. Table 4. Call status identifiers Identifier Description Ringing The dialed call rings. Wait The Attendant Call Waiting feature is available. Wait, [I] Intrusion Allowed The Attendant Call Waiting and Intrusion features are available.
Understanding the console layout Volume control and option selector buttons The volume control and option selector buttons provide control for: ■ Incoming call ringer volume ■ Handset/headset volume (302D console only) ■ Timed reminder tones volume (notification that a call needs additional attention) ■ Call waiting tones volume (notification that a call is waiting to be answered) ■ Emergency access to attendant calls ringer volume (not Crisis Alert calls) ■ Expander option, which reduces the am
Volume control and option selector buttons The volume control buttons have an (up) button, a (down) button, and the SELECT button is used to select a different tone or option. To adjust the volume or to select an option on your console: 1. Press and release the display. (up) button or (down) button to activate the 2. Press the SELECT button to choose the type of tone you wish to adjust or the option that you wish to change. 3.
Understanding the console layout Selector console The Selector Console allows you to transfer calls and determine the status of an extension. It has two groups of buttons and lamps: the Hundreds Group Select (HGS) and the Direct Extension Selection (DXS) with Busy Lamp Field (BLF). The basic selector console has 8 HGS buttons; the enhanced selector console has 20. You use them in conjunction with the DXS buttons to dial an extension.
Selector console You can determine the status of an extension by pressing the HGS button and looking at the lamp to the left of the appropriate DXS button. ■ If the lamp is dark, the extension is idle. ■ 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. If the extension is busy, you hear a busy tone.
Understanding the console layout Tones heard through handset or headset When you operate the console, you hear tones through the handset or headset that can indicate progress or status of a call, or identify types of incoming calls. Table 5 describes the tones available on your console. Table 5. Ringing and tones descriptions Tone name Pitch Frequency Meaning Ringback Low 15 times a minute A transferred call comes back to the console.
Tones heard through handset or headset Table 5. Ringing and tones descriptions (Continued) Tone name Pitch Frequency Meaning Call Waiting Ringback Low 15 times a minute with decreasing volume during the last 0.2 second A call is waiting at the console and the called party has been notified that the call is waiting. Incoming Call Ringing On-off, low 0.5 second An incoming call is waiting to be answered. Calls Waiting (Queued Calls) On-off, low 0.
Understanding the console layout 26 DEFINITY ECS Console Operations
Operating the console 3 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.
Operating the console Activating the console To activate the console: 1. Plug in the handset or the headset. For all consoles except the 302D, the console is activated. 2. On the 302D console: a. Press any button on the console. The following messages repeat four times on the console display: STANDBY MODE (On-hook) - Press Button On Left Side to Activate Console b. Press the activate button on the left side of the 302D console. The console is activated. 3.
Transferring calls to internal extensions Transferring calls to internal extensions You may receive outside calls that you need to transfer to internal extensions or internal callers may need for you to transfer them to an extension. The process for both types of calls is the same. To transfer calls to internal extensions: 1. Press the lighted call appearance button. 2. Greet the caller. 3. Press the START button.
Operating the console Transferring calls to outside numbers You may receive calls that you need to transfer to outside numbers from internal callers or you may need to transfer one outside call to another outside number. The process for both types of calls is the same. To transfer a call to an outside number: 1. Press the lighted call appearance button. 2. Greet the caller. 3.
Placing callers on hold Placing callers on hold You can place up to 6 calls on hold. You should place callers on hold if you cannot service them immediately, or if you need to get back to the caller with information. To place a call on hold: 1. Press the lighted call appearance button. 2. Greet the caller. 3. Press the HOLD button. To reenter a call that is on hold: 1. Press the call appearance button that is on hold. 2. Talk to the party.
Operating the console Answering emergency calls You may need to manage communication for an emergency. You can process emergency calls in the same way as regular calls. However, the console alerts you of an emergency call with the following information: ■ 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.
Using the features 4 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 calling privileges. This chapter describes features available at your console. You may not have every feature described in this chapter. To obtain a list of your company’s features and their associated access codes, check with your system manager.
Using the features Speeding up the console Your system manager can program features described in this section to save time in a fast-paced environment. Features in this section reduce the number of 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. Example Phone calls to Widgets, Inc. exceed 300 per day. Pat scrambles constantly to meet the demands of incoming calls.
Speeding up the console Feature name Abbreviated Dialing Procedures To use speed dialing: 1. Obtain an abbreviated dialing list from your system manager. 2. Press the code or button assigned by your system manager to reach a desired number. Holding calls automatically Your console automatically places a call on hold when you answer another call. Example Widgets, Inc. is conducting an infomercial on their self-cleaning bathtubs. Pat’s console is unusually busy.
Using the features Handling multiple-party calls This section describes features associated with connecting 2 to 5 callers on one call. It includes: ■ ‘‘Connecting multiple callers’’ ■ ‘‘Locking out the console operator’’ on page 37 ■ ‘‘Recalling the console operator’’ on page 37 ■ ‘‘Paging with deluxe voice paging’’ on page 38 Connecting multiple callers You can connect up to five callers on a single call. Example Two bathtub distributors want identical contract upgrades with Widgets, Inc.
Handling multiple-party calls Locking out the console operator Your system manager programs the console to prevent you from reentering a multi-party call that you initiated. Parties on these calls, however, can contact you. Example Widgets Inc. is undergoing a merger. Company president Randy Foxworthy requests numerous conference calls to discuss highly confidential information.
Using the features Procedures To recall the operator from multi-party calls from a phone with one line: ■ Press the RECALL button. ■ Flash the switch hook. or To recall the operator from multi-party calls from a phone with more than one line: ■ Press the CONFERENCE button. ■ Press the TRANSFER button. or Paging with deluxe voice paging This feature combines Call Park and Loudspeaker Paging features.
Handling multiple-party calls Feature name Loudspeaker Paging Access — Deluxe Procedures To page individuals: 1. Tell the caller that you are going to page the called party. 2. Press one of the following: ■ PAGE 1 through PAGE 9 ■ PAGE ALL, if provided ■ 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.
Using the features Answering calls for another party This section describes ways to answer calls from your phone when they ring to a different phone. It includes: ■ ‘‘Backing up the console operator’’ ■ ‘‘Routing incoming calls through the console operator’’ on page 41 ■ ‘‘Covering calls from the console’’ on page 41 ■ ‘‘Forwarding all calls’’ on page 42 Backing up the console operator Your system manager can program your overflow calls to ring to one or more designated phone.
Answering calls for another party Routing incoming calls through the console operator Your system manager can designate up to 50 listed directory numbers to come directly to you. Example Widgets, Inc. president Randy Foxworthy wants Pat to screen all calls for him. Kelly Ratliffe, system manager, programs all of Randy’s calls to come directly to Pat. When a salesman calls, Pat takes a message. When Randy’s wife calls, Pat sends the call through to Randy.
Using the features Procedures Table 6 describes the information that displays on your display when call coverage calls come to your console. Table 6. Call Coverage display information Display Meaning B or b 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.
Answering calls for another party Procedures To forward all calls for an extension: 1. Press the START button. 2. Dial the forwarding all calls access code. 3. Dial the extension of the phone to be forwarded. 4. Dial the forwarded-to number. 5. One of the following occurs: ■ If you hear a confirmation tone (3 short bursts of tone) indicating that the procedure is successful, press the RELEASE button.
Using the features Paging for called parties This section describes methods for paging system users. It includes: ■ ‘‘Parking calls’’ ■ ‘‘Chime paging’’ on page 45 ■ ‘‘Paging with voice paging’’ on page 46 ■ ‘‘Paging with deluxe voice paging’’ on page 47 Parking calls You can put an incoming call on hold at one extension then retrieve it from any other phone in the system. Your console has up to 10 extensions dedicated for parking calls.
Paging for called parties Chime paging When called parties are not at their phones, you can page them with coded chime signals. The chimes coincide with the paged party’s extension. For example, paging someone from extension 113 generates chimes that: 1. Chime once followed by a pause 2. Chime once again followed by a pause 3. Chime three successive times followed by a pause The chime sequence repeats up to 3 times. If the paged party does not answer, the call returns to you for further assistance.
Using the features 5. One of the following occurs: ■ If you hear a confirmation tone (3 short bursts of tone), the call parks on paged party’s extension, and the system pages the called party. — To drop out of the call before the paged and calling parties are connected, press the RELEASE button. — To establish a 3-way call, wait for the called party to answer; then press the SPLIT button. — To hold the call on the console, press the HOLD button. or ■ If you hear a busy tone, press the CANCEL button.
Paging for called parties Procedures To page individuals: 1. Tell the caller that you are going to page the called party. 2. Press one of the following: buttons (for each of the 9 locations) ■ PAGE ■ PAGE ALL ■ Keypad buttons to dial an access code button, if provided 3. Page the called party, to tell them which extension to call to answer their call. Unanswered pages return to you for further assistance.
Using the features Procedures To page individuals: 1. Tell the caller that you are going to page the called party. 2. Press one of the following: buttons (for each of the 9 locations) ■ PAGE ■ PAGE ALL, ■ Keypad buttons to dial an access code if provided 3. Page the called party and tell them which extension to call to answer their call. If you plan to connect the paged party to an existing conference call: 1. Tell them to call your extension. 2. Press the line where the conference call resides. 3.
Assisting callers with special tools Assisting callers with special tools This section describes features that allow you to provide special assistance to callers.
Using the features Procedures To notify callers that the party they called is busy: 1. Press the SPLIT button. The called party hears a call-waiting ringback tone. 2. Inform the caller that the called extension is busy, and that their call is waiting to be answered. 3. Press the RELEASE button. 4. One of the following options occurs: ■ The call automatically rings through when the busy line becomes available.
Assisting callers with special tools Example George calls you and you press the START button and dial Harry, who answers. At this point, George is split away, and Harry and you are in conversation. If you wish to consult with George, but do not want Harry on the same call with George, then you can press the SPLIT SWAP button which will split Harry away and George is in conversation with you. If you press the SPLIT SWAP button again, then Harry will be active with you and George is split away.
Using the features Procedures To interrupt a call: 1. Dial the desired busy party. 2. Press the INTRUSION button. 3. Give message to called party. 4. Press the RELEASE button. Exception: If you interrupt a call with a caller on your line: ■ Dial the desired busy party. ■ Press the INTRUSION button. ■ Press the SPLIT button. ■ Press the RELEASE button. Overriding diversion features Sometimes system users divert their incoming calls to another phone.
Assisting callers with special tools Notification of emergency calls Your system manager decides whether one or more attendant consoles, one or more digital telephones, and up to 3 pagers will receive notification of emergency calls. When system users dial an emergency service agency telephone number (for example, 911), these devices are notified that an emergency call was made. Example Edward Murrow, Widgets, Inc. salesman, just fell down a flight of stairs breaking his leg.
Using the features Procedures If you work for a company that has more than one console or digital telephone, but only one user must respond to emergency calls, the following occurs: 1. The CRSS-ALERT button flashes and a continuous ring alerts the designated consoles and digital telephones. The display shows the current crisis alert, overwriting any current display. 2. One user pushes the CRSS-ALERT button, turning off the ringing and clearing the alert from all other stations. 3.
Assisting callers with special tools Procedures If you work for a company that has more than one console and you receive an emergency call, the following occurs at all consoles: 1. A user takes the handset off-hook or dials the feature access code. ■ The call rings at the console with a louder-than-normal volume. If the caller dialed the feature access code, the call rings immediately at the attendant console.
Using the features Procedures To manage a serial call: 1. Answer the call. 2. Press the SERIAL button. 3. Press the START button. 4. Dial the desired extension. 5. Press the RELEASE button. When the called party hangs up, the original call 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 Managing outside lines This section describes features for managing outside lines. It includes: ■ ‘‘Controlling access to outside lines’’ ■ ‘‘Displaying outside line information’’ on page 58 ■ ‘‘Choosing outside lines’’ on page 59 Controlling access to outside lines You can control system users’ access to 6 (basic console) or 12 (enhanced console) outside lines. If a user attempts to use one of these outside lines, they automatically redirect to you.
Using the features Displaying outside line information This feature provides call information about outside calls. This information appears on your display. When parties on the other end of the call do not have this feature, or faulty transmission causes information to be lost, information may not appear as you expect.
Managing outside lines 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.
Using the features Features for internal use This section describes features that you might use internally for a variety of reasons.
Features for internal use Example Lynn Johnston, telemarketing manager, is starting a special marketing push for out-of-state business. He schedules 3 of his finest telemarketers to place long-distance calls for 4 days. Rather than change the system setup for phone calls, he asks Pat to deactivate outbound call restrictions for these three telemarketers. Feature name Controlled Restrictions Procedures To manually activate a restriction: 1. Press the START button. 2.
Using the features 4. Dial the extension that is no longer to be restricted. 5. One of the following occurs: ■ If you hear a confirmation tone (3 short bursts of tone), press the RELEASE button. ■ If you hear an intercept tone (alternating high-low, siren-like tone or fast busy tone), the extension is already restricted, or you dialed an incorrect code. Press the CANCEL button to retry. Activating Don’t Split You can disable auto start by pressing the DON’T SPLIT button.
Features for internal use Testing phone system components You can place calls to test 4 components of your phone system: ■ Outside lines ■ Touch-tone phones ■ Time slots ■ 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.
Using the features Feature name Individual Attendant Access Procedures Your system manager programs console operator extensions to work the same as all other extensions in the system. Using the internal directory You can retrieve names and their associated extensions from your console. The number of names and extension depends on your switch type and release. Example New Widgets, Inc.
Features for internal use Assigning main console operators Your system manager designates a console operator from a multi-branch system to answer calls from more than one branch location. Console operators, located at each branch, can answer calls for their branch, but not another branch. Example Since Widgets, Inc. combined operations with Widgets International, system manager Kelly Ratliffe programs the console at Widgets International with the capability to answer calls at Widgets, Inc. too.
Using the features Procedures To store a message when a phone is busy or a call goes unanswered: 1. Press the START button. 2. Dial the desired extension. Called party’s phone is busy or goes unanswered. 3. Press the LWC button. This leaves a preprogrammed “call me” message. 4. Hang up. To cancel a message you left for a system user: 1. Press the START button. 2. Press the LWC CANCEL button. 3. Dial the extension number where the message was left. 4.
Features for internal use 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.
Using the features Routing calls economically Your system can route outgoing calls in the most economical way based on the time of day and the day of the week. Your system manager designates one of up to eight routing plans as the standard routing plan for each day of the week. Your system manager, however, may alter the routing plan with Manual Override or Clocked Manual Override. Manual Override When you activate Manual Override, the currently-active routing plan changes immediately to a new plan.
Features for internal use Immediate Manual Override When you activate this option, the currently active routing plan is changed immediately to a new plan. The new plan remains in effect until the override is deactivated manually or until the next scheduled routing plan takes effect. To activate Immediate Manual Override: NOTE: The IMMEDIATE OVERRIDE lamp is lit if this option is already active. 1. Press the IMMEDIATE OVERRIDE button. ■ The IMMEDIATE OVERRIDE lamp lights.
Using the features Clocked Manual Override This option lets you specify the day and time to override the scheduled Time-of-Day routing plan. You also can specify a deactivate day and time, or you can manually deactivate Clocked Manual Override. In the following procedure, a number from 1 through 8 specifies the desired routing plan; a number from 1 through 7 specifies the day (1 is for Sunday and 7 is for Saturday).
Features for internal use To enter a deactivate date: 1. Press the CLOCKED OVERRIDE button to confirm activation input data and to enter deactivation time. ■ The CLOCKED OVERRIDE lamp remains steadily lighted. ■ The display shows: ENTER DEACTIVATION DATA & TIME 2. Enter the following in the order shown: Press the 1 through 7 button (to specify the day) 0000 through 2359 (to specify the hour).
Using the features Using Visually Impaired Attendant Service Your console provides 8 buttons for voiced feedback of console functions for visually-impaired console-operators. Table 8 lists the 8 buttons and their function: Table 8. Using VIAS buttons Button name Voiced function ACTIVATION/DEACTIVATION Tells how to activate or deactivate this feature.
Features for internal use Procedures To use visually impaired services: 1. Press the ACTIVATION/DEACTIVATION button to activate the service for the console. 2. Press one of the buttons listed above. 3. Press the ACTIVATION/DEACTIVATION button to deactivate the service. NOTE: System initialization, does not automatically activate VIAS. After a warm RESTART button operation, VIAS remains activated.
Using the features 74 DEFINITY ECS Console Operations
Centralized Attendant Service 5 Centralized Attendant Service (CAS) allows multi-switch systems at more than one location to consolidate console operators at one location. This location is “CAS main.” The other locations, typically without console operators, are CAS branches. Differences in a CAS environment Managing calls in the CAS environment is primarily the same as in standard environments. However, some differences occur, because CAS environments use a dedicated outside line to manage branch calls.
Centralized Attendant Service CAS-associated tones In addition to the standard console tones, a CAS console has the following call identification tones: Table 9.
CAS operating procedures 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 transfer CAS calls: 1. Press a call appearance button. 2. Listen for a call identification tone (if provided by the branch). 3. Press the START button. 4.
Centralized Attendant Service Placing calls on remote hold When calls for a branch location need to be placed on hold, you should use remote hold (not hold). Using remote hold frees the outside line that your system manager dedicated for branch calls. To place calls on remote hold: 1. Press the START button. 2. Dial the remote hold feature access code. 3. Listen for confirmation tone (3 short bursts of tone). 4. Press the RELEASE button.
CAS operating procedures 4. Select one of the following options: ■ Press the FLASH button. Flash lamp lights for 2 seconds. ■ Press the CONFERENCE button. ■ 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.
Centralized Attendant Service Single-line phone — Night Service operations If a single-line phone performs night service, the user flashes the switchhook to transfer CAS calls. You can 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. Dial the requested extension number. 4. Hang up.
Routine maintenance 6 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.
Routine maintenance To test the display and lamps on a 302C/D console: 1. Press and hold the POS BUSY and VOLUME UP button simultaneously. The following occurs repeatedly: ■ All segments in the display turn on for several seconds while the top row of lamps cycle on and off. ■ The 302D displays the console type, firmware release, and release date. ■ Each row of lamps on the console and the selector console cycle on and off in sequence from top to bottom. ■ The timed-reminder tone (high-pitched, 0.
Commercial power failure Commercial power failure If commercial power fails, the system’s battery backup keeps your console operating for a short time. When this short time expires, the power failure transfer automatically activates, and the console does not function. When power returns, consoles return to normal operation. On the 302D, you must press the activate button. When power fails, all active calls and all calls on hold are lost.
Routine maintenance 84 DEFINITY ECS Console Operations
Glossary and abbreviations GL 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).
Glossary and Abbreviations Automatic Call Distribution (ACD) split A method of routing calls of a similar type among agents in a call center. Also, a group of extensions that are staffed by agents trained to handle a certain type of incoming call. Automatic Route Selection (ARS) A feature that allows the system to automatically choose the least-cost way to send a toll call. B barrier code A security code used with the Remote Access feature to prevent unauthorized access to the system.
Glossary and Abbreviations confirmation tone A tone confirming that feature activation, deactivation, or cancellation has been accepted. console See attendant console. COR See Class of Restriction (COR). COS See Class of Service (COS). coverage call A call that is automatically redirected from the called party’s extension to an alternate answering position when certain coverage criteria are met.
Glossary and Abbreviations Integrated Services Digital Network (ISDN) A public or private network that provides end-to-end digital communications for all services to which users have access by a limited set of standard multipurpose user-network interfaces defined by the CCITT. Through internationally accepted standard interfaces, ISDN provides digital circuit-switched or packet-switched communications within the network and links to other ISDNs to provide national and international digital communications.
Glossary and Abbreviations P PBX Private branch exchange PRI See Primary Rate Interface (PRI). Primary Rate Interface (PRI) 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-kbps D-channel (signaling). The D-channel is the 24th channel of the interface and contains multiplexed signaling information for the other 23 channels.
Glossary and Abbreviations 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.
Index IN Numerics attendant recall, 37 see recalling the operator, 37 attendant serial calling, 55 see placing a series of calls, 55 auto start, 29, 34 automatic alternate routing and automatic route selection, 59 see choosing the best route for calls, 59 302A/B console diagram, 5 302C/D console diagram, 6 B A abbreviated dialing, 34 see speed dialing, 34 accessing individual operators, 63 activating don’t split see don’t split, 62 alarm lamp, 10 alarm reported lamp, 10 maintenance communications, 10
Index call-handling buttons cancel, 9 release, 9 start, 9 calling other console operators, 65 calling privilege identifiers, 16 calls waiting lamp, 10 cancel button, 9 cancelling CAS calls, 79 CAS alphanumeric display, 76 CAS backup service, 78 CAS night service, 78 using multi-line phones, 78 CAS night service operations, 78 CAS tones, 76 chime paging, 45 choosing outside lines, 59 choosing the best route for calls, 59 cleaning the console, 82 clocked manual override, 70 code calling access, 45 see chime
Index L P lamp-test switch, 5 leave word calling, 65 leaving messages, 65 leaving messages, 65 locking out the operator, 37 loudspeaker paging, 46 paging with voice paging, 46 loudspeaker paging access — deluxe, 38, 47 paging with deluxe voice paging, 38, 47 paging with deluxe voice paging, 38, 47 paging with voice paging, 46 placing a series of calls, 55 placing calls on hold, 31 placing remote-hold calls, 78 pos avail, 11 position available, see pos avail, 11 principal, 27 principal console, 27 provid
Index testing the 302C/D console, 82 time-of-day routing, 68 clocked manual override, 70 immediate manual override, 69 routing calls economically, 68 timer select button, 6 timer button, 13 tones, 24 CAS-associated tones, 76 transferring calls, 29, 30 externally, 30 internally, 29 outside numbers, 30 transferring CAS calls, 77, 78, 80 U user calling privileges, 16 using call waiting, 49 using night service, 67 using the internal directory, 64 94 DEFINITY ECS Console Operations V VIAS, see Visually Impa
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