User`s guide

3(38)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 F
380/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
Voice Message before answer
If external callers are routed to the Operator they will
receive voice message before answer (if
programmed). Then they will hear the Operator queue
announcement (if programmed and if all Operators are
busy) and then Music on Hold or Silence (see also
chapter "Voice answer if all Operators are busy"
below). If no announcements are programmed, the
caller will hear the ringing tone.
Voice answer if all Operators are busy
It is possible to give external callers a queue
announcement if all Operators are busy.
The call will then receive an automatic answer.
The caller hears a greeting that informs him that there
is a queue.
When the voice message ends, the call is queued and
the caller hears music-on-hold, if programmed,
otherwise there will be silence.
Greeting
When the Operator answers the external call, an
individual greeting announcement can be supplied
(programmed). This spares operators from having to
say the same greeting for each incoming call.
If the greeting announcement has been pro-
grammed, on depression of the answer key the caller
will hear a prerecorded answer, whereafter the Opera-
tor can speak to the caller.
Automatic answer
The Operator can decide whether incoming calls shall
be connected automatically, the answer key shall be
pressed or he/she has to answer manually with hook
(=default value).
Every Operator can program the Operator
Console so that the calls are answered automatically,
that is the Operator does not have to press a key.
The call is then presented automatically as soon
as the Operator ends the preceding call.
This feature is normally used in conjunction with a
headphone set.
This function is temporary deactivated if a call is on
Loop, Monitor or OP-Hold.
Automatic extending
The Operator’s Console can be programmed so that
calls to free extensions are automatically extended af-
ter the number has been dialled.
If the dialled number is busy or unassigned (vacant),
there will be no automatic extending.
Queue indication to Operator
The Operator can, in addition to the visual queue
indication on the display, also receive a short or normal
ring signal when a call is queued.
Operator Hold (Parking key)
A key for parking shall be programmed on each
Operator Console.
Several calls can be parked at this function.
The Operator can reaccess a (any) call at any time.
A lamp that glows steadily indicates that there are
parked calls.
Programmable alternative answer position for the
Operator
When an Operator activates off duty, it is possible to
define whether the incoming calls to the Operator
queue shall be directed to the default alternative
answer position or to a free programmable one. This
new alternative answer position will be valid only for
the ongoing off-duty activity.
If the off-duty state is automatically activated, because
of timeout, all incoming calls to the Operator queue will
be rerouted to the default alternative answer position.