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 company’s employees, agents, subcontractors, or persons working on your company’s behalf.
Issue 4 June 1999 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Contents iii Contents 1 2 Contents iii Introduction 1 ■ Conventions Used in This Document 2 ■ Security Measures 2 Understanding the Console Layout ■ 3 4 Physical Layout of Your Console 5 5 Outside-Lines Buttons Area 7 Call Appearance Buttons 8 Dialing Keypad 9 Features 11 The Display 12 Displaying in Normal Mode 14 Ringer-Volume Control Area 18 Selector Console 19 Tones H
Issue 4 June 1999 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Contents iv ■ ■ ■ ■ ■ 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 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
Issue 4 June 1999 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Contents v Using Visually Impaired Attendant Service 5 Centralized Attendant Service ■ 6 Identifying Differences in a CAS Environment 63 65 65 Using CAS-Associated Tones 66 Using a CAS Display 66 Using CAS Operating Procedures 67 Transferring CAS Calls 67 Placing Calls on Remote Hold 68 Using CAS Backup Service 68 Using CAS Night Service Operations 68 Routine Maintenance 71 ■ Testi
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Contents vi
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 1 Issue 4 June 1999 Introduction 1 Introduction 1 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.
Issue 4 June 1999 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 1 Introduction Conventions Used in This Document 2 ■ Chapter 3, ‘‘Operating the Console’’ contains step-by-step instructions for placing calls, transferring calls, placing callers on hold, placing conference calls, and handling emergency calls. ■ Chapter 4, ‘‘Using the Features’’ describes of features associated with the console and provides step-by-step instructions where applicable.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 1 Introduction Security Measures ■ Rerouting calls to console operators ■ Changing barrier codes ■ Sending calls to console operators ■ Console operator-controlled remote access ■ Sending reports to console operators Issue 4 June 1999 3
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 1 Introduction Security Measures Issue 4 June 1999 4
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Issue 4 June 1999 Understanding the Console Layout Physical Layout of Your Console Understanding the Console Layout 5 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. The goal of this chapter is to familiarize you with the console layout.
Issue 4 June 1999 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Understanding the Console Layout Physical Layout of Your Console 6 9 8 6 7 10 Ringer Select 2 Cont Cont Warning Warning Busy Busy Volume 11 5 ABC DEF 2 3 1 GHI 4 JKL MNO 4 5 6 PQRS TUV WXYZ 8 9 7 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 KL
Issue 4 June 1999 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Understanding the Console Layout Physical Layout of Your Console 7 8 7 9 6 Ringer Select Volume Date Time Control Warning Warning Busy 5 1 Control Busy 10 Forced Release ABC 3 DEF 1 2 3 GHI JKL MNO 4 5 6 PRQS TUV WXYZ 7 8 9 Night Pos Busy Calls Waiting Calls Waiting Warning Individual Calls Waiting 11 Alarm Alarm Reported 0 Position Available Split 2 Cancel
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Issue 4 June 1999 Understanding the Console Layout Physical Layout of Your Console 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 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Issue 4 June 1999 Understanding the Console Layout Physical Layout of Your Console 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. Figure 5.
Issue 4 June 1999 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Understanding the Console Layout Physical Layout of Your Console 10 The call-appearance buttons allow you to: ■ Cancel a call The CANCEL button allows you to abort a call procedure without disconnecting parties who are on the line. ■ Start a call The START button allows you to initiate a call or to transfer a call. NOTE: If you have Autostart, you can begin a call without pressing any button.
Issue 4 June 1999 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Understanding the Console Layout Physical Layout of Your Console 11 Table 1.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Understanding the Console Layout Physical Layout of Your Console Figure 6. Issue 4 June 1999 12 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Issue 4 June 1999 Understanding the Console Layout Physical Layout of Your Console Figure 7. 13 Display These display mode buttons are as follows: 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Issue 4 June 1999 Understanding the Console Layout Physical Layout of Your Console ■ 14 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Issue 4 June 1999 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. e= 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Issue 4 June 1999 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 ■ Are unavailable and have a temporary bridged appearance. f System users forward their calls to you.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Issue 4 June 1999 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] Intrusion Allowed The Attendant Call Waiting and Intrusion features are available.
Issue 4 June 1999 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Understanding the Console Layout Physical Layout of Your Console Figure 8. 19 Ringer Volume Control Area (enhanced console) The ringer volume control area has an (up) button, a SELECT button. To adjust the volume on your console: 1. Press and release the display.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Issue 4 June 1999 Understanding the Console Layout Physical Layout of Your Console Figure 9. 20 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 looking at the lamp to the left of the appropriate DXS button. ■ If the lamp is dark, the extension is idle.
Issue 4 June 1999 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 2 Understanding the Console Layout Physical Layout of Your Console ■ 21 If a 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.
Issue 4 June 1999 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 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 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 3 Issue 4 June 1999 Operating the Console 23 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. This section describes and provides step-by-step procedures for these operations.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 3 Issue 4 June 1999 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: ■ If you are at the principal console, press the NIGHT button if the Night lamp is lit.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 3 Issue 4 June 1999 Operating the Console Transferring Calls to Outside Numbers 25 5. Select one of the following options: ■ Press the RELEASE button as soon as the call starts to ring. ■ Announce the call to the called party. or — 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 3 Issue 4 June 1999 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 ■ If the called party is busy or does not answer, press the CANCEL button to reconnect with the caller. ■ Follow your company’s procedures for taking messages.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 3 Issue 4 June 1999 Operating the Console Answering Emergency Calls 27 To use connect two or more parties: 1. Call internal or external party number 1. 2. Press the START button. 3. Call the internal or external party number 2. 4. Press the SPLIT button. Both parties are connected. 5. Repeat steps 2 through 4 for additional parties. 6. Press the HOLD button.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 3 Operating the Console Answering Emergency Calls Issue 4 June 1999 28
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 Using the Features Speeding Up the Console Using the Features 29 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 calls. This chapter covers features available at your console.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 Using the Features Handling Multiple-Party Calls 31 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 Using the Features Handling Multiple-Party Calls 32 Procedures To place a conference call: 1. Call internal or external party number 1. 2. Press the START button. 3. Call the internal or external party number 2. 4. Press the SPLIT button. Both parties are connected. 5. Repeat steps 2 through 4 for additional parties. 6. Press the HOLD button.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 Using the Features Paging for Called Parties 40 ■ The outside line buttons to function as paging buttons ■ A sequence of numbers on your dial keypad that serves as the paging access code or 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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).
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 Using the Features Assisting Callers with Special Tools 44 4. One of the following options occurs: ■ The call automatically rings through when the busy line becomes available. ■ 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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. Press the SPLIT button and all parties are joined in conference. 2. Press the RELEASE button and the active call and the split call are connected. 3.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Using the Features Assisting Callers with Special Tools ■ Press the SPLIT button. ■ Press the RELEASE button. Issue 4 June 1999 46 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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).
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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 lose contact with the company’s phone system.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 Using the Features Using Features for Internal Use ■ 52 Special call status information (designated by MISCID in this chapter) Information about the changing status of a call 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 Using the Features Using Features for Internal Use 54 5. Select one of the following options: ■ 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Using the Features Using Features for Internal Use Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 Using the Features Using Features for Internal Use 56 ■ Activate and deactivate functions associated with hunt groups. (Ask your system manager for more information.) ■ Have two calls waiting in your individual call waiting queue Example Widgets, Inc. is consolidating telecommunications with parent company, Widgets International.
Issue 4 June 1999 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Using the Features Using Features for Internal Use 57 3. Press the NEXT button to advance to the next name. 4. Select one of the following options: ■ Press the MAKE CALL button to call the displayed number. ■ If entered name is not in directory, NO MATCH - TRY AGAIN appears. 5. Press another display mode button to exit Integrated Directory mode.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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. Press the START button. 2. Dial the desired extension. Called party’s phone is busy or goes unanswered. 3. Press the LWC button. This leave a preprogrammed “call me” message. 4. Hang up.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 Using the Features Using 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 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) ■ Display shows: ROUTE PLAN: x FOR: yyyy DEACT-TIME: zz:zz (Where x is the routing plan number, yyy is the 3-letter abbreviation for the day of the week, and zz:zz is the activation hour.) 3.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 4 Issue 4 June 1999 Using the Features Using Features for Internal Use 64 NOTE: This feature requires at least one speech processor circuit pack to be installed into a system port carrier, since you can perform VIAS capabilities with speech synthesis messages that system users voice to you. The HELP number for visually impaired users is 1-800-233-1222. Example Pat is taking a leave of absence from Widgets, Inc.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 5 Issue 4 June 1999 Centralized Attendant Service Identifying Differences in a CAS Environment Centralized Attendant Service 65 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.
Issue 4 June 1999 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 5 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 5 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 5 Centralized Attendant Service Identifying Differences in a CAS Environment Issue 4 June 1999 69 2. Listen for call identification tone (if provided by the branch). 3. Answer the call. 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 5 Issue 4 June 1999 Centralized Attendant Service Identifying Differences in a CAS Environment ■ Press the CONFERENCE button ■ Press the TRANSFER button 70 The transferred call drops, or remote hold deactivates. Single-Line Phone — Night Service Operations If a single-line phone performs night service, the user flashes the switchhook to transfer CAS calls.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 6 Issue 4 June 1999 Routine Maintenance Testing the Console 71 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 6 Issue 4 June 1999 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Glossary and Abbreviations 73 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Glossary and Abbreviations 74 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Glossary and Abbreviations 75 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 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.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 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) A standard ISDN frame format that specifies the protocol used between two or more communications systems. PRI runs at 1.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 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, flashing, fluttering, broken flutter, or unlit). switch Any kind of telephone switching system. See also communications system.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Index 79 Index Numerics IN 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,
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Index 80 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 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 fe
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Index 81 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 opera
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Index 82 dialing keypad area, 9 direct extension selection (DXS), 19 display, 12 called-party identification, 15 caller information, 14 diagram, 12 don’t split, 54 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,
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 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 rou
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Index 84 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 avail, 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 R recalling the operator, 32 release button, 10 remote hold , 68, 69, 70 r
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Index 85 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 U user calling privileges, 16 using call waiting , 43 using night service, 59 using the internal directory, 56 V VIAS, see Visually Impaired Attendant Service Visually Impaired Attendant Service, 63 volume ringer volume control, 18
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Index 86
