Avaya Business Communication Manager 6.0 Configuration manual

Avaya Business Communications Manager 6.0

Configuration — Devices

NN40170-500

Document status: Standard Document issue: 03.04 Document date: May 2010 Product release: BCM 6.0 Job function: Configuration Type: Technical Publication Language type: English

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Content s

Contents 3 New in this release 11

Features 11 IP KEM programming 11 Set template support for line pool assignment 11

Introduction 13 Device configuration overview 15

Configuration methods 15 Dynamic Device Configuration for BCM450 15 Features and applications 16

System feature codes 17 Lines and numbers 17

Default memory button programming for sets 18

Telephony features 19 Call answer features 19

Call answer privacy features 20

Call hold features 21

Parking and transferring calls 22

Applications overview 16

DN records parameters 17 Analog set customization 17 IP phone line configuration 17 Proactive Voice Quality Monitoring 18 Hot desking IP phone configuration 18

Rules of default button assignment 18

Handsfree and handsfree answer ba ck 19 Call queuing 19 Directed pickup 20 Pickup groups 20 Trunk answer 20 Answer DNs 20

Automatic privacy enable 20 Do not disturb (DND) 21 Intrusion controls 21

Call hold 21 Automatic call hold (autohold) 21 Exclusive call hold 21

Call transfer 22 Line redirection 22 Call forward 22 Camp-on 22

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Contents

Call park 22 Callback 23 Call sharing, call park, and SWCA buttons 23

Call information 23

Call display information 23 Call duration timer 23 Time and date display 24 Malicious caller ID (MCID) 24 Call log 24 LogIt 24

Feature configuration: calling features 24

Set-to-set messaging 24 Set-to-set display messaging 25 Paging and paging constraints 25 Button programming 25

Special features for sets 25

Hotline telephone 25 Control telephone 25 Supervisor telephone 26 Central answering position 26

System-Wide Call Appearance 28

SWCA overview 29 Use of Hold with SWCA keys 29 Temporarily parked calls 29 Key availability and programming 30 SWCA-feature interaction 30 Timed out SWCA calls 30 Outbound calls 30 SWCA and auto hold 30 SWCA and call transfers 30

SWCA and conference calls 31 Set Template Programming 31 Set template administration 31 Template-to-set assignment 32 Template import and export capability 33 Set template creation 34 Set association 34 Voice mailbox setup 34 Set and line renumbering 35

System parameter configuration 37

Accessing system identification 37 Setting date and time 38 Synchronize system with an NTP Server or trunk 40 Setting clock control to local system 40

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System scheduled services 40

Configuring schedule name and timers 41

Configuring scheduled service 42

Basic parameters for analog sets and devices configuration 45

Configuring analog telephones 46 Assigning a line to an analog telephone 48

Adding line assignments and line pools for analog telephones 48

Configuring set capabilities and user preferences for analog telephones 49

Configuring telephone capabilities for analog telephones 50

Programming outgoing call restrictions for analog telephones 52

Setting restriction filters for analog telephones 52

Setting line/set restrictions for analog telephones 52 Assigning pause for external dialing for analog devices 53

Basic parameters for digital sets configuration 55

Configuring digital telephones using the DN panels 56

Assigning a line to a digital telephone 56

Adding line assignments and line pools to digital telephones 59

Configuring set capabilities and preferences for digital sets 60

Configuring digital telephone capabilities 61

Configuring preferences for a digital telephone 63

Programming digital telephone memory buttons 64

Programming digital telephone memory buttons through the Telset administration

interface 64 Programming digital telephone memory buttons through Business Element Manager 65 Programming user speed dials for digital telephones 66 Programming outgoing call restrictions for digital telephones 67 Setting restriction filters for digital telephones 67 Setting line/set restrictions for digital telephones 68

IP phone configuration 69

Configuring IP telephones 69 Assigning a line to an IP telephone 70 Adding line assignments and line pools to IP telephones 71 Configuring set capabilities and preferences for IP sets 72 Configuring IP telephone capabilities 73 Configuring preferences for an IP telephone 75

Telephone relocation 77

Digital telephone relocation 77 Keeping an IP telephone active 77 IP telephone relocation without changing the DN 78 IP telephone relocation with a changed DN 78

Central answering positions configuration 79

Configuring CAP assignments (eCAPs) 79

Creating CAP stations 79

Programming CAP/KIM buttons 79

Contents

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Contents

Programming module buttons 80

Hunt Group configuration 81

Configuring Hunt Group general settings 81 Adding members to Hunt Groups 85 Deleting members from Hunt Groups 86 Changing order of members in Hunt Groups 87 Assigning lines to Hunt Groups 87 Deleting lines from Hunt Groups 88

External Hunt Group calls monitoring 89

Using a silent monitor 89

Hospitality system configuration 91

Setting up a hospitality system 91 Assigning a room to a set 92 Deleting a room assignment from a set 92 Setting call restrictions (by room) 92 Programming wake-up services (by room) 93

Global VoIP features 95

Setting up feature access 95

Configuring IP features list 95 Accessing features through Services button 95 Defining a key label for a feature 96

Using the Hot desking feature 97

Setting up a password for Hot desking 97 Resetting the Hot desking password 97 Diverting an IP phone configuration 98 Cancelling Hot desking from the diverted phone 98 Cancelling Hot desking from the target phone 99

Configuring a new time zone on a remote IP phone 99 Downloading firmware 99

Forcing firmware download to a Avaya IP phone 99

Telephony features configuration 101

Telephony features configuration procedures 101

Configuring telephony features navigation 101 Adjusting contrast through Business Element Manager 101 Adjusting contrast through the telephone set 102 Adjusting contrast through the telset interface 102 Configuring the call dialing method through Business Element Manager 102 Configuring the call dialing method through the telephone set 103 Configuring the call dialing method through th e te lset interface 103 Configuring the language in the display through Business Element Manager 103 Configuring the language in the display through the telephone set 104 Adjusting the receiver volume through Business Element Manager 104 Adjusting the receiver volume through the telephone set 104

Configuring the auxiliary ringer (option) 104

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Enabling and disabling the auxiliary ringer for lines 104 Enabling and disabling the auxiliary ringer for telephones 105 Enabling and disabling the auxiliary ringer for ring groups 105 Enabling and disabling the auxiliary ringer for hunt groups 105

Set access to call answer features configuration 107

Configuring for calls direct to set 107

Configuring handsfree and handsfree answerback 108

Configuring for calls not direct to set 108

Configuring call queuing 108 Configuring Directed Pickup 109 Adding a set to a pickup group 109

Configuring for answering any call 110

Assigning a set to a ring group 110 Creating a ring group schedule 110 Configuring ring group line settings 111 Blocking set access to trunk answer 112

Configuring answer DNs 113

Defining which calls must alert answer DNs 113 Assigning an answer DN to a set 1 13

Configuring privacy 114

Allowing do not disturb on a set 114 Blocking set access to the DND feature 114 Configuring privacy for a physical line 114 Programming a line to automatically enable privacy 115

Intrusion controls configuration 115

Configuring intrusion controls 115

Configuring call hold 116

Configuring full autohold on a line 116 Configuring autohold on a set 116

Configuring call transfer 116

Configuring transfer of unanswered calls 117 Configuring Callback 117

Configuring call redirect 117

Allowing call redirect 118 Programming call redirection on a line 118 Adjusting the call redirect tone 118

Configuring call forward 119

Configuring forwarding of unanswered calls 119 Blocking set access to call forwarding 119

Configuring the call camp-on timer 120 Configuring call park 120 Setting up the call park access code 120 Setting up park timeout 121 Determining call park code assignment sequence 121

Contents

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Contents

Sharing calls by parking on SWCA buttons 121 Allowing Malicious Caller ID (ETSI ISDN) 124 Configuring call logs 125

Resetting the call log space 126 Setting call log options 126 Resetting call log password 127

Set access to calling feature programming 129

Blocking user access to feature programming 129

Blocking set-level access to feature programming 129

Configuring call privacy 129

Protecting privacy of outgoing calls 130

Configuring call process on busy signal 130

Configuring priority calling 130 Activating and cancelling ring again 131

Configuring voice paging 131

Configuring system-level parameters for paging 131 Configuring set-level parameters for paging 132 Configuring auto-hold on incoming pages 132

Allowing dialing shortcuts 133

Allowing last number redial 133 Allowing saved number redial 133 Allowing autodial 134 Programming speed dials in the DN record 134 Programming user speed dials at the set 135 Blocking set-level access to button programming 135

Avaya Business Communications Manager 6.0 devices special features

configuration 137

Configuring a hotline telephone 137 Assigning a pause for external dialing 138 Configuring a control telephone 139 Assigning a supervisor telephone 139 Configuring silent monitoring 140 Configuring a prime line 140 Configuring a direct dial telephone 141 Configuring access to a direct dial telephone 143

System-wide call appearance configuration 145

Adding SWCA keys to your telephone 145 Assigning a received call to a SWCA key 145 Retrieving a call from a SWCA key 146 Conferencing a call parked on a SWCA key 146

Set template creation and export 149 New set template creation 151

Launching the set template screen 153 Creating a new set template 153

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Creating a set template from a set 156

Procedure steps 156

Adding models to a template 157 Setting model-specific button data 157 Assigning a template to sets 158

Set Template export and import 161

Exporting a template to a file 162 Importing a template from a file 162

Set template access 165

Copying a template from a backup 166

Set template access and modification 169 Set template modification 171

Modifying the sets associated with a template 173 Modifying the models associated with a template 179

Procedure steps 179

Deleting a template or set model 180

Procedure steps 180

Line and set parameter renumbering 181

Renumbering set parameters 181 Renumbering line parameters 182

Voice mailbox set up 185

Creating a voice mailbox 185 Editing a voice mailbox 187 Removing a voice mailbox 189

DMC feature list arrangement 191 Common procedures 193

Copying telephone configurations 193 Renumbering DNs 193 Recording and reporting alarm codes 194

General features 195

Features: by name and activation code 195 Button programming feature 199

Lines and DN reference 205

DN answer key levels 205 Embark validation error messages for DPNSS (UK) 206 SWCA line relabeling examples 206

Feature references 209

External call codes and definitions 209 Hunt group feature operation 211 Feature Settings panel 212

DN records panes 217

Main pane tab: common fields 218 Line Access tab 218 Line Assignment tab 221

Contents

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Contents

Line Pool Access tab 223 Answer DNs tab 224 MeetMe Conferencing tab 225 Capabilities and Preferences main tab 226 Capabilities tab 227 SWCA Call Group tab 230 Preferences tab 231 ATA Settings tab 234 IP Terminal Details tab 235 Button Programming table 236 Button Programming tab 236 User Speed dial tab 239 Restrictions main tab 240 Set Restrictions tab 241 Line/Set Restrictions tab 242

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New in this release

The information in this document applies to both the BCM50 and the BCM450 platf orms running Avaya Business Communications Manager (Avaya BCM) 6.0.

Features

See the following sections for information found in this document.

IP KEM programming

The default for KEM memory buttons is blank. You can program memory buttons on the KEM to your personal preference with internal and external autodial numbers or features to give you touch dialing or feature activation. With Avaya BCM 6.0, you can also program names to correspond to external autodial numbers, and you can verify what names are programmed against which external autodial buttons after you have entered the names.

For more information about programming names for external autodial numbers through telephone features, see Telephone Features User Guide (NN40170-101) and IP Key Expansion Module (KEM) User Guide (NN40050-103). For more information about programming names for external autodial numbers through Business Element Man ager, see Programming digital telephone memory buttons (page 64). For more information about programming names for external autodial numbers through the Telset administration interface, see Programming digital telephone memory buttons through

the Telset administration interface (page 64).

Set template support for line pool assignment

Avaya BCM 6.0 set templates now support line poo l assignment. For more information about creating and exporting set templates, and adding line pool assignments to set templates, see Set template creation and export (page 149).

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New in this release

12 NN40170-500 Avaya Business Communications Manager 6.0 Configuration — Devices May 2010

Introduction

The information in this section applies to both the BCM50 and the BCM450 platforms running Avaya Business Communications Manager (Avaya BCM) 6.0.

This guide describes how to configure and assign features to A vaya BCM 6.0 telephony devices through Telset and through Business Element Manager.

The concepts, operations, and t asks described in this guide relate to the Avaya BCM 6.0 software. This guide provides task-based information about how to assign features and provide basic programming for the Avaya BCM 6.0.

Use Business Element Manager , S t artup Profile, and Telset Administration to configure various Avaya BCM 6.0 parameters.

In brief, the information in this guide explains:

• global telephony settings

• steps to configure DNs

• product features and how to assign them The Avaya BCM 6.0 system provides private network and telephony management

capability to small and medium-sized businesses.

Navigation

• Device configuration overview (page 15)

• System parameter configuration (page 37)

• Central answering positions configuration (page 79)

• External Hunt Group calls monitoring (page 89)

• Hospitality system configuration (page 91)

• Basic parameters for analog sets and devices configuration (page 45)

• Basic parameters for digital sets configuration (page 55)

• IP phone configuration (page 69)

• Telephone relocation (page 77)

• Global VoIP features (page 95)

• Telephony features configuration (page 101)

• Set access to call answer features configuration (page 107)

• Set access to calling feature programming (page 129)

• Avaya Business Communications Manager 6.0 devices special features

configuration (page 137)

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Introduction

• System-wide call appearance configuration (page 145)

• Set template creation and export (page 149)

• New set template creation (page 151)

• Set Template export and import (page 161)

• Set template access and modification (page 169)

• Set template access (page 165)

• Set template modification (page 171)

• Line and set parameter renumbering (page 181)

• Voice mailbox set up (page 185)

• DMC feature list arrangement (page 191)

• Common procedures (page 193)

• General features (page 195)

• Lines and DN reference (page 205)

• Feature references (page 209)

• DN records panes (page 217)

14 NN40170-500 Avaya Business Communications Manager 6.0 Configuration — Devices May 2010

Device configuration overview

The information in this section applies to both the BCM50 and the BCM450 platforms running Avaya Business Communications Manager (Avaya BCM) 6.0.

This section gives an overview about configuring and assigning features to telephony devices through Telset and through Business Element Manager.

Navigation

• Dynamic Device Configuration for BCM450 (page 15)

• Features and applications (page 16)

• System feature codes (page 17)

• Lines and numbers (page 17)

• Default memory button programming for sets (page 18)

• Telephony features (page 19)

• Call answer features (page 19)

• Call answer privacy features (page 20)

• Call hold features (page 21)

• Parking and transferring calls (page 22)

• Call information (page 23)

• Feature configuration: calling features (page 24)

• Special features for sets (page 25)

• System-Wide Call Appearance (page 28)

• Set Template Programming (page 31)

Configuration methods

You can configure devices through Business Element Manager in different ways. Two of the device configuration methods are Dynamic Device Configuration (DDC) and Set Template Programming.

Dynamic Device Configuration for BCM450

Attention: Dynamic Device Configuration method is applicable only to BCM450.

The BCM450 locates and assigns DNs and line numbers dynamically , as required, until either all hardware administered to a system is populated with the necessary DNs and line numbers or the system reaches maximum capacity. When you install a telephony device or hardware component BCM450, it must be configured to assign the necessary

NN40170-500 Avaya Business Communications Manager 6.0 Configuration — Devices May 2010 15

Device configuration overview

DNs/Lines and associated resources to make that device operational. Assigning DNs on an as-needed basis provides much more flexibility for configuring access/line-pool/ routing codes.

With DDC, the Location of a device is independent of the Bus value associated with a device. In Business Element Manager devices are not indexed by Bus. They are listed and indexed by a Location. For example, an MBM in Location “Main MBM 1” may get assigned Bus 10 in one configuration, but subsequent changes to the configuration may result in “Main MBM 1” being assigned Bus 11 (or any other valid Bus value). The Bus assigned to a device is now one of several resources that a device receives during configuration to become operational.

While BCM50 does not support DDC, the Telephony Resources screen has a similar look and feel to the BCM450 version. Since MBM DIP switches are always set to the On position, there is no DIP switch column on the BCM50 screen, and the totals of each resource type are fixed (for example, 32 IP Sets, 64 Application DNs, and so on). The Configure and Deconfigure buttons are not present on the BCM50 screen.

Features and applications

Avaya BCM supports the complete range of IP telephony features offered by existing Avaya BCM products as well as many applications provided on the existing A vaya BCM platforms.

Applications overview

Avaya BCM 6.0 supports the following applications

• Voice Messaging for standard voice mail and auto-attendant features

• Unified Messaging providing integrated voice mail management between voice mail and common e-mail applications

• Fax Suite providing support for attached analog fax devices

• Voice Networking features

• LAN (computer telephony engine) CTE

•IP Music

• Intelligent Contact Center

• Meet Me Conferencing

• Find Me/Follow Me

• InTouch

• Professional Call Recording

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System feature codes

The Avaya BCM 6.0 provides a complete list of the feature codes that can be accessed from digital and IP telephones. For more information about feature codes see, Features:

by name and activation code (page 195). Button programming feature (page 199) provides a list of the features that are

programmable under the DN record Button Programming heading.

Lines and numbers

Lines are the channels that carry telephony signals into the system, within the system, and out of the system. A line can be assigned to a DN.

DN records parameters

The DN record defines the specific function of each telephone within the system. The following paths indicate where to access DN record parameters in Business

Element Manager and through Telset Administration:

• Business Element Manager: Configuration > Telephony > Sets > All DNs

• Telset interface: **CONFIG>Terminals and Sets

Device configuration overview

Other areas of programming that affect how each telephone functions include:

• system settings

• telephone model

The DN records panel is a multilayered panel with multiple tabs. Although all panels show up for all models, not all models require configuration for all panels.

Analog set customization

Analog telephones and devices have a limited feature set. They do not have programmable buttons, access to remote voice mail systems, or user preferences. These telephones also do not support Answer DNs.

As well, specific A T A settings are required. These settings depend on how the telephone is connected to the system (ASM, ASM8+, or ATA).

IP phone line configuration

IP telephones have a very similar DN configuration to digital telephones. There are several models of i-series telephones, and each telephone has a different

number of programmable buttons. Refer to the Avaya i-series te lephone user cards for details.

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Device configuration overview

Proactive Voice Quality Monitoring

The following path indicates where to set PVQM thresholds in Business Element Manager:

• Business Element Manager: Administration > Telephony Metrics > PVQM >

Threshold Settings Panel

PVQM monitors and reports on call quality in process, not just af ter the end o f the call. This enables more timely and accurate resolution of potential call quality problems, especially on more lengthy calls. A call quality threshold is set so that an exception is reported if the quality drops below a configurable value.

PVQM is fully supported on Avaya 1210, 1220, 1230, 1110, 1120E, and 1140E IP Deskphones and on Phase 2 of the 2000 series IP Deskphones. Phase 1 of the 2000 series IP Deskphone support only the following PVQM metrics: p acket loss, inter arrival jitter, and round trip delay.

Hot desking IP phone configuration

You can transfer your IP telephony configuration temporarily from one IP telephone to another using the Hot desking feature. This feature is described in detail in the Telephone Features User Guide (NN40020-100). You use FEATURE *999 to enter the feature. To perform Hot desking, you are prompted for a password, which is specified at the telephone, before you can complete the task.

Default memory button programming for sets

Button programming allows you to program the buttons on a telephone with internal and external autodialers, and with programmed feature keys. Assigned line, Hunt group designator, answer DNs buttons, intercom buttons, and handsfree buttons cannot be changed through button programming. These latter features appear in read-only format on the Button Programming table. During startup, the installer chooses one of the available telephony template (PBX or DID). Each profile has a default features set that assigns automatically to the programmable buttons on telephones plugged into the system, unless you configure different settings in the DN record.

Rules of default button assignment

The following are the rules of default button assignment:

• Line and intercom buttons assigned by default templates can be changed in programming.

• Handsfree and Answer DN buttons are not assigned by default. When these features are programmed, however, they are automatically assigned to specific buttons.

• T elephones can have a maximum of e ight intercom buttons. When Answer DNs are assigned, they appear above the handsfree button, if there is one, at the bottom right-hand corner on the telephone. The model Avaya 7000 and 7100 digital Deskphones and analog telephones are automatically assigned two intercom lines.

18 NN40170-500 Avaya Business Communications Manager 6.0 Configuration — Devices May 2010

• Default line button assignment starts on or near the top of the left column, and descends.

• Default button programming does not necessarily provide default line assignments.

• Line assignments can be moved by the user to more convenient buttons.

Telephony features

Feature programming has two aspects. Some features are set for all telephones and devices, and some features are set on an individual basis in the DN record. These features are available only on digital and IP telephones. You can block the user from using these feature keys by setting the set lock for the telephone to Partial or Full (Configuration > Telephony > Sets > Active Sets > Restrictions tab > Set Lock

drop-down list).

Call answer features

If a call comes into a designated line button, you press that button to answer the call. (This feature is not available on all telephones.)

If there are no line buttons on your telephone, or the call rings but no line buttons light up, choose one of three ways to answer a call at your telephone:

Device configuration overview

• lift the receiver.

• press the Handsfree button and speak through the external speaker.

• answer through a headset.

Calls can also have special ring tones, depending on distinctive ring values for the lines and the telephone.

Handsfree and handsfree answerback

Enable Handsfree (HF) to use the telephone speakers or a headset. Enable HF answerback to allow users to answer a call without lifting the handset, or to use a headset.

This feature is set on a per-telephone basis through Business Element Manager. The handsfree and handsfree answerback feature is not available on telephones with

no speakerphone capability (2001 IP Deskphone, and Avaya 7000 Digital Deskphone, Avaya 7100 Digital Deskphone).

Call queuing

This feature allows you to answer the next incoming call on your telephone, based on call priority . Call priority is based on waiting time. The caller that has waited the longest is answered first.

To use call queuing: Press FEATURE 801.

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Device configuration overview

Directed pickup

This feature allows a user to answer any ringing telephone in the system. Enter FEA T URE 76, and the DN o f a ringing telephone , to answer any telep hone in the

system. By default, this feature is enabled. To disable the feature, in Business Element Manager (Configuration > Telephony >

Global Settings > Feature Settings), clear the check box.

Pickup groups

This feature allows the user to answer calls on another telephone in the same pickup group.

Enter FEA TURE 75. The external call that has been ringing the longest is answered first.

Trunk answer

This feature is only active when a ringing service schedule is running. It allows a user to answer a ringing call in any area in the system, from any teleph one in the system. The line being answered does not have to appear, or ring, at the telephone being used to answer the call.

Press FEATURE 800.

Answer DNs

Program a telephone to provide automatic call alerting and call answering for other telephones in the system. The DNs of the other telephones are referred to as Answer DNs.

Call answer privacy features

To maintain your privacy, or if you do not want to be disturbed, you can choose not to answer a call, or you can use one of the features described below. If you choose not to answer the call, the Delayed ring transfer setting determines how many rings occur before the call is transferred to the prime telephone. (Configuration > Telephony >

Global Settings > Feature Settings).

Automatic privacy enable

When you have lines assigned to more than one telephone, anyone with the line appearance can answer a call, or join a call in progress. To provide exclusive access for a user, you can program privacy on a line, in which case, only o ne person at a time can use the line. (This does not apply to target lines.)

You can program some lines to make a call private automatically.

20 NN40170-500 Avaya Business Communications Manager 6.0 Configuration — Devices May 2010

Do not disturb (DND)

Forward your calls to a designated prime telephone, when there is no other telephone assigned with the line. An internal caller receives a display indicating that the telephone has Do Not Disturb active. They can either call back, or use the Priority call feature to override the feature.

Intrusion controls

If your system is part of a private network that uses the Meridian call attendant on a centralized voice mail system, the attendant can use the break-in feature to interrupt a call, regardless of any other settings on your line. The exception is if you have a higher intrusion priority than the attendant. If this is the situation, the attendant is forced to camp the call at your telephone, or redirect the call elsewhere in the system.

This feature is set on a per-telephone basis.

Call hold features

After you answer a call, you can transfer the call, look up some information, or answer another call. Use the Hold feature to place a call on hold.

Device configuration overview

Call hold

Place a call on hold by pressing HOLD. If you have system wide call appearance (SWCA) keys defined, this can also place the

call on a SWCA key , and allow others to answer the call. Refer to the SWCA section for more details.

To retrieve the call, press the held line button, or press the Hold button a second time if there is no line button.

There is no system programming for this feature: it is always active if the telephone has a Hold button.

Automatic call hold (autohold)

A line or the telephone can be programmed to automatically place an active call on hold while answering another call, or placing a call.

Model Avaya 7100 and 7000 Digit al Deskphones, which do not have line keys, also use the HOLD key to toggle between active calls.

FEATURE 73 activates this feature. FEATURE #73 cancels the feature.

Exclusive call hold

You can put a call on Exclusive Hold so that the calls can be retrieved only at your telephone.

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Device configuration overview

Parking and transferring calls

Calls coming in can be transferred after they are answered, or automatically transferred if they are not answered at the target telephone.

Call transfer

When you answer a call, you can transfer the call either to a telephone within the system, or to a telephone external to the system, such as a receptionist on another system in a private network.

Telephones which do not use call forward to a voice mail system, can be programmed to forward unanswered external calls to a designated prime telephone.

You may not be able to transfer a call on an external line to an external telephone, depending on the capabilities of the lines.

Line redirection

When you answer a call, you can redirect the line to an external number. When redirected, all incoming calls on that line are directed to the external number. You can configure a tone to sound on your telephone when a redirection occurs.

Lines can also be redirected through system programming. In this case, redirection can be removed only through system programming.

Call forward

You can set up a telephone to send calls to another telephone automatically, or to a voice mailbox if the telephone is not answered, or if it rings busy. This feature can be programmed from the system for each telephone, as well as at the telephone.

Call forward to GA TI and GA TM trunks from an external node is not supported in Poland, Ireland, Australia, UK, or New Zealand market profiles.

Camp-on

Use this feature to reroute an answered call to another telephone, and to park the call at the other telephone if all lines to the telephone are busy . The target telepho ne displays a message, indicating a camped call, and a tone occurs. When a line becomes available, the call is uncamped and transferred to the available line.

Centralized voice mail, Meridian: If your system is part of a private network that uses the Meridian call attendant as part of a centralized voice mail system, the attendant can use camp-on to camp a call on any telephone in any system on the network.

Call park

You can park a call on the system that can be accessed from any telephone on the system.

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Calls are parked on a three-digit park code. The first digit of the code is a system access code. The last two digits range from 01 to 25. (FEATURE 74)

You can also set a delay period for when the call returns to the telephone from which it was parked; under Configuration > Telephony > Global Settings > Feature Settings. You can also determine the order used to assign the codes (Park mode).

Callback

When you direct an answered call to another telephone, the system monitors the call to ensure it is answered. If no one answers the call within a set leng th of time, the system returns the call to you.

To set the number of rings before the call is transferred back: Click Configuration > Telephony > Global Settings > Feature Settings, in the Timers

subpanel, select the number of rings from the Transfer callback timeout drop-down list.

Call sharing, call park, and SWCA buttons

System wide call appearance (SWCA) keys allow you to control call park and retrieval features on any type of line across the local system. These features expand the A vaya BCM call park and call retrieve features by providing visual indications of the status of any call parked on an SWCA button with indicators. The calls can also be controlled by directly entering the SWCA feature codes.

Device configuration overview

You can use SWCA programming to define logical groups of telephones. Each group can be assigned a set of the SWCA codes, which allows them to pass calls within the group. Each telephone in the group also displays the current status of the call, so users can determine which calls are being handled.

Call information

You can view, or track, call information using these features:

• Malicious caller ID (MCID) (page 24)

• Call log (page 24)

Call display information

If the telephone is programmed to allow CLID, the telephone displays the name, number, or line name of a ringing or active call. If the call is redirected, you can view redirection information.

Call duration timer

Briefly displays the approximate length of your current or most recent call. Activate feature: FEATURE 77

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Device configuration overview

Time and date display

Static display changes the first line of the display to show the current time and date (based on system time).

• Activate feature: FEATURE 806.

• Cancel feature: FEATURE #806

Active call display briefly displays the time and date.

• Activate feature: FEATURE 803.

Malicious caller ID (MCID)

This feature records caller information at the central office for the last external call on the active ETSI ISDN line. This feature must be available from your service provider before you can activate it in your system.

If this service is active on the line, you must press FEA TURE 897 within 30 seconds after a caller hangs up, and before you hang up.

Enabling the feature on the system:

Configuration > Telephony > Dialing Plan > Private Network > ETSI > MCID

Call log

If your system has the appropriate equipment, and you subscribe to the call in formation feature supplied by your service provider, you can record information about calls received on an external line. The line does not need to be assigned to the telephone that receives the call in order for the information to be logged, nor does an assigned line need to be a ringing line to log a call. ISDN service packages that come with calling line identification (CLID) can supply the same feature.

LogIt

Store caller information for your current call in your Call Log.

Activate feature: FEATURE 813

Feature configuration: calling features

Use the following features to configure the system and to place outgoing calls.

Set-to-set messaging

The message feature is a standard system feature and has no specific programming. However, some telephon es and remote voice mail systems can require programming to ensure that message waiting indicators (MWI) perform as expected.

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The Messages feature uses a message waiting list to keep a record of your internal messages and your (external) voice mail messages. To keep a record of external voice mail messages, you must have access to an external Voice Messaging service with visual message waiting indication and a Avaya BCM digital telephone.

Set-to-set display messaging

This feature allows you to leave a message on the display of another telephone in your system, or to analog telephones connected to an Analog S tation Module (ASM/ASM8+). The Messages feature indicates if you have any messages waiting.

Paging and paging constraints

If you are unable to reach a person by telephone, or you want to deliver the same message to more than one person, use the page feature.

This feature allows you to make page announcements in various ways, depending on the audience you are trying to reach.

Button programming

The Button Programming and CAP/KIM Button Programming tab panels allow you to program the buttons on a telephone with internal and external autodialers, and with programmed feature keys.

Device configuration overview

You also can use these panels to remove programming from a button, making it blank. Assigned lines, Hunt group designators, Answer DNs buttons, Intercom buttons, and

Handsfree buttons cannot be changed through these panels. They appear in read-only format.

Special features for sets

You can program telephones and devices to perform specific feature services, such as dialing an emergency number as soon as the handset is picked up, or acting as the control set for the system schedules.

Hotline telephone

You can define a telephone that automatically dials an emergency or direct number when the handset is lifted.

Hotline telephone setup

Configuration > Telephony > Sets > Active Set s > Capabilities and Preferences tab > Preferences - bottom tab

Control telephone

The control telephone allows you to control other telephones in the system by turning service schedules off and on.

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Device configuration overview

Control telephone setup

You can define a control set for lines, individual telephones, and for hunt groups.

Configuration > Telephony > Lines > Active Physical Lines > Control Set column Configuration > Telephony > Sets > Active Set s > Cap abilities and Preferences tab

Supervisor telephone

The silent monitoring feature enables specified two-line display telephones to be used to monitor Hunt group and Contact Center operators. You can specify whether the system sounds a tone before breaking into a call or whether the break-in is silent. Display prompts on the supervisor telephone allows the supervisor to unmute or move from user to user.

Supervisor telephone overview

The following path indicates where to set up silent monitoring parameters in Business Element Manager:

Business Element Manager: Configuration > Telephony > Global Settings >

Advanced Feature Settings

Silent monitoring

The features in this dialog box provide the parameters that determine how you can use supervisor terminals on your system to monitor Hunt group members.

Hospitality services phones

Use the Hospitality panels to set up room telephones, and determine how they function. Once the system is set up, you can change settings through the telephone using the Desk password. Service personnel change the service state of the room using the Room condition password (optional).

Central answering position

A CAP (Central Answering Position) station acts as a central answering and mon itoring point for a group or a business.

CAPs become enhanced CAPs (eCAPs) when you identify the telephone DN under the CAP/KIM assignment. You can configure a maximum of 12 CAPs as eCAPs on the system.

All CAPs can be programmed with quick dial numbers that allow the person at this station to monitor and answer call traffic into the group. If you program the CAP to be an eCAP, lines, hunt group appearances, and line appearances can also be moved to the module.

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Device configuration overview

Central answering position overview

The following paths indicate where to set up a CAP in Business Element Manager and through Telset Administration:

• Business Element Manager: Configuration > Telephony > Global Settings > CAP

Assignment

• Telset interface: **CONFIG > System prgrming > CAP/KIM assgn

Prime line

The prime line is the DN that the line rings when the system cannot ring the intended DN.

Configuration > Telephony > Sets > All DNs > Capabilities and Preferences

Direct dial telephone feature

The direct dial telephone is the telephone that system users can dial with one digit, the direct dial access code. A receptionist telephone is one example of this. This teleph one is usually the control telephone for system scheduling. You can create up to five direct dial telephones. However, they all respond to the same direct dial access code.

Programming

Configuration > Telephony > Dialing Plan > General Configuration > Telephony > Sets > All DNs > Capabilities and Preferences >

Capabilities Extra direct dial set: Configuration > Telephony > Scheduled Services

Enhanced CAP station

Central answering position (CAP station): A CAP can consist of a Avaya 7316E Digital Deskphone plus one to four eKIMs (key indicator modules), or one to nine OKIMs. When the CAP is assigned under CAP/KIM assignment in the system, the CAP becomes an enhanced CAP (eCAP), and the modules become known as eKIMs. The system supports a maximum of 12 eCAPs.

eCAPs can:

• monitor system telephone status.

• answer external calls on line buttons.

• monitor Hunt group appearances.

• support multiple appearances of a target line.

• answer external calls on up to 112 lines on a KIM (120 lines on a legacy CAP), an d extend calls to other Avaya BCM telephones.

• provide extra memory buttons for the Avaya 7316E Digital Deskphones.

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Device configuration overview

Telephones with KIMs that are not configured in system programming allow only memory button programming on the modules. In this case, the KIM is known as an OKIM (ordinary KIM). There is no specific limit for the number of CAPs using OKIMs for the system, except from a call processing point of view.

Legacy CAP: A 7324(N) plus one or two CAP(N)s (Central Answer Position modules)

Hunt groups

The Hunt Groups panel allows you to set up call groups that are assigned a common hunt group.

Use this feature to group your Contact Center operators so you can target specific types of calls to specific groups. As well, you can define how ca lls enter the group, so you can control workload based on operator requirements. For more information, see Hunt

group feature operation (page 211).

The following paths indicate where to configure hunt groups in Business Element Manager and through

Telset Administration:

• Business Element Manager: Configuration > Telephony > Hunt Groups

• T elset interface: **CONFIG > System prgrming > Hunt GroupsDN for incoming calls. The calls then are distributed to the member telephones.

Ring groups

If you set up call scheduling on the system, you can define groups of telephones into ring groups. This allows you to specify schedules where Trunk Answer can be used within the ring group to answer incoming calls, even on telephones that do not have that line specifically assigned. You can also define a second direct dial set for a ringing group.

Ring groups and Contact Centers

Refer to the Contact Center documentation for information about setting up this feature.

System-Wide Call Appearance

The System-Wide Call Appearance (SWCA) feature enables you to park incoming and outgoing calls on your Avaya BCM and, at the same time, provides call appearance to a group of telephones. Using this feature frees the line used by the call, and enables another user to pick up the call at any telephone that has been assigned the same SWCA keys.

Attention: Your telephone must have a free intercom key to pick up SWCA calls.

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SWCA overview

Labelling your telephone keys provides identification about which code is applied to which key. (See the following diagram.)

Device configuration overview

Assigning SWCA keys

Line 1

Line 2

SWCA1

SWCA2

SWCA3

SWCA4

SWCA5

SWCA6

Intercom

If possible, assign the same set of buttons to the same SWCA user codes for all telephones in the call group. You can use any name for the keys, but a reference to the SWCA code saved on the key is useful.

Indicate the label for your SWCA keys

Telephone key

SWCA code

FEATURE *521

FEATURE *522

FEATURE *523

FEATURE *524

FEATURE *525

FEATURE *526

FEATURE *527

FEATURE *528

FEATURE *529

Use of Hold with SWCA keys

If a call does not automatically park on a SWCA key when you press HOLD, it means the call is parked only on your telephone on the line on which the call entered. To make the call available to the group, you must unhold the call (press HOLD), then press a free SWCA key . The call is p arked on that SWCA key and t he line on which the call entered becomes free.

Temporarily parked calls

someone picks up the call. In this case, if the person who answered the call wants to repark the call, they must use one of the manual methods described above to repark the call on a free SWCA key.

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Device configuration overview

The system can be configured to retain the call on the same SWCA key for the duration of the call, which is the period until someone hangs up, regardless of how many times the call is answered and reparked.

Key availability and programming

If all your SWCA keys have assigned calls, and you receive another call, you can: If you assign a call to a code that does not have an appearance on your telephone, use

Page, Voice call, or Message to notify the group or another person that there is a call waiting, and on which code it was parked.

SWCA-feature interaction

If you are not sure which call to retrieve, you can use one of th e following codes to find the longest parked call or the most recently parked call.

• FEATURE *537 retrieves the oldest SWCA call. The indicator on all telephones in the group becomes solid, indicating an active call. These codes only work for telephones that have SWCA keys defined, and the system only searches across the range of codes that are assigned for that telephone.

• FEATURE *538 retrieves the most recent SWCA call. The indicator on all telephones in the group becomes solid, indicating an active call.

Timed out SWCA calls

If a call remains parked and unanswered on a SWCA key for a pre-set period of time (the Call Park timeout timer), the call unparks from the SWCA key and rings again at the telephone from which it was last parked.

Outbound calls

You also can park out-dialed calls on a SWCA key. If your system is set up to automatically assign calls to a SWCA key, the call will assign to a key as soon as it is answered. Otherwise, during your call, you can press a free SWCA key or HOLD to park the call on a SWCA key . This makes the call available to other use rs in the group and it frees up your intercom or line.

SWCA and auto hold

Your telephone must be set to have Full Auto-hold so that a call automatically gets placed on Hold if you answer a second call. If your telephone does not have Auto Hold on, use FEATURE 73 to change the setting.

SWCA and call transfers

If you transfer the call to a telephone that does not have the same SWCA keys assigned, the call will disappear from the SWCA key on your telephone when the call tran sfers. If the call needs to be reassigned to your group, the person who answered the call enters a SWCA control code that is assigned to your group, to return the call to a SWCA designation at your telephone.

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