Avaya Central Answering Position User Manual

Communication Server 1000

Central Answering Position Implementation Guide

NN43011-501

Document status: Standard Document version: 01.01 Document date: 1 August 2006

The information in this document is subject to change without notice. The statements, conﬁgurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products speciﬁed in this document. The information in this document is proprietary to Nortel Networks.

Nortel, the Nortel logo and the Globemark are trademarks of Nortel Networks. Sourced in Canada.

Revision History

August 2006

Standard 01.01. This document is issued to support Central Answering Position (CAP) functionality for the IP Phone 2004 and the M3904 digital telephone.

Central Answering Position Implementation Guide

Communication Server 1000

NN43011-501 01.01 Standard

Release 4.5 1 August 2006

4 Revision History

Central Answering Position Implementation Guide

Communication Server 1000

NN43011-501 01.01 Standard

Release 4.5 1 August 2006

Contents

About this document 7

Subject 7 Applicable systems 7 Intended audience 9 Conventions 9 Related information 9

About the Central Answering Position 11

Contents 11 Introduction 11

Hardware requirements 13

CAP Conﬁguration 15

Contents 15 Introduction 15 Key layouts 15

Conﬁguring CAP using CLI commands 16 Conﬁguring CAP using Telephony Manager 22

CAP functionality versus M2250 functionality 11

Key-Based Accessory (KBA) modules 16 Key Expansion Modules (KEM) 16

Telephone properties 23 Key functions 23 Telephone features 24

Logging onto the ACD queue 27

Contents 27 Introduction 27 Logging onto the ACD queue 27 Logging out of the ACD queue 28

Common CAP features 29

Contents 29 Introduction 29 Conference 30 Direct Station Select (BFS) 30

Central Answering Position Implementation Guide

Communication Server 1000

NN43011-501 01.01 Standard

Release 4.5 1 August 2006

6 Contents

Directory Number (DN) 31 Display Queue (Disp Queue) 31 Make Busy 32 No Hold Conference (N.H. Conf) 32 Override 32 Park 33 Privacy Release (Priv Rls) 34 Program 34 Transfer 35

Other features 37

Contents 37 Call Forward and Busy Status 37

Feature Operation 37 Feature Requirements 38 Feature Interactions 38 Feature Programming 39

Forced Camp-on/Priority Override 39

Feature Operation 41 Feature Requirements 41 Feature Interactions 42 Feature Programming 42

Procedures

Procedure 1 Accessing telephone properties 23 Procedure 2 Changing key functions 23 Procedure 3 Changing telephone features 24 Procedure 4 System conﬁgured in Position ID mode 27 Procedure 5 System conﬁgured in Agent ID mode 28 Procedure 6 System conﬁgured in Position ID or Agent ID mode 28 Procedure 7 Adding a person to a call 30 Procedure 8 Making a Direct Station Select call 30 Procedure 9 Making an internal call 31 Procedure 10 Displaying CAP information 31 Procedure 11 Making the CAP appear busy 32 Procedure 12 Adding a person to a call 32 Procedure 13 Overriding a busy signal and connecting to a call 33 Procedure 14 Parking a call on the System Park extension 33 Procedure 15 Parking a call on an extension other than the System Park

extension 33 Procedure 16 Retrieving a parked call 34 Procedure 17 Removing privacy from a line 34 Procedure 18 Transferring a call without consultation 35 Procedure 19 Transferring a call with consultation 35

Central Answering Position Implementation Guide

Communication Server 1000

NN43011-501 01.01 Standard

Release 4.5 1 August 2006

About this document

This is a global document. Contact your system supplier or your Nortel Networks representative to verify that the hardware and software described is supported in your area.

Subject

This guide describes the Central Answering Position (CAP) used with CS 1000/Meridian 1 systems. The information in this guide includes:

•

description of the CAP and a list of required equipment

•

procedures to conﬁgure the CAP

•

procedures to log on to the ACD queue

•

description of common CAP features, including procedures on how to use them

Note on legacy products and releases

This NTP contains information about systems, components, and features that are compatible with Nortel Communication Server 1000 Release 4.5 software. For more information on legacy products and releases, go to

ww.nortel.com and from the main menu, select Support & Training and

then Technical Documentation.

Applicable systems

This document applies to the following systems:

•

Communication Server 1000S (CS 1000S)

•

Communication Server 1000M Chassis (CS 1000M Chassis)

•

Communication Server 1000M Cabinet (CS 1000M Cabinet)

•

Communication Server 1000M Half Group (CS 1000M HG)

•

Communication Server 1000M Single Group (CS 1000M SG)

•

Communication Server 1000M Multi Group (CS 1000M MG)

•

Communication Server 1000E (CS 1000E)

•

Meridian 1 PBX 11C Chassis

Central Answering Position Implementation Guide

Communication Server 1000

NN43011-501 01.01 Standard

Release 4.5 1 August 2006

8 About this document

•

Meridian 1 PBX 11C Cabinet

•

Meridian 1 PBX 51C

•

Meridian 1 PBX 61C

•

Meridian 1 PBX 81

•

Meridian 1 PBX 81C Note: When upgrading software, memory upgrades may be required on

the Signaling Server, the Call Server, or both.

System migration

When particular Meridian 1 systems are upgraded to run CS 1000 Release

4.5 and conﬁgured to include a Signaling Server, they become CS 1000M systems. "Meridian 1 systems to CS 1000M systems" (page 8) lists each Meridian 1 system that supports an upgrade path to a CS 1000M system.

Meridian 1 systems to CS 1000M systems

This Meridian 1 system...

Meridian 1 PBX 11C Chassis CS 1000M Chassis Meridian 1 PBX 11C Cabinet CS 1000M Cabinet Meridian 1 PBX 51C CS 1000M Half Group Meridian 1 PBX 61C CS 1000M Single Group Meridian 1 PBX 81 CS 1000M Multi Group Meridian 1 PBX 81C CS 1000M Multi Group

Maps to this CS 1000M system

Note the following:

•

When a CS 1000/Meridian 1 system is upgraded to run CS 1000 Release 4.5 software, that system becomes a Meridian 1 PBX 11C Chassis.

• When an Option 11C system is upgraded to run CS 1000 Release 4.5

software, that system becomes a Meridian 1 PBX 11C Cabinet.

For more information, see one or more of the following NTPs:

•

Communication Server 1000M and Meridian 1: Small System Upgrade Procedures (553-3011-258)

•

Communication Server 1000M and Meridian 1: Large System Upgrade Procedures (553-3021-258)

•

Communication Server 1000S: Upgrade Procedures (553-3031-258)

•

Communication Server 1000E: Upgrade Procedures (553-3041-258)

Central Answering Position Implementation Guide

Communication Server 1000

NN43011-501 01.01 Standard

Release 4.5 1 August 2006

Intended audience

This document is intended for individuals responsible for conﬁguring the Central Answering Position on an IP Phone 2004 or M3904 digital telephone.

Conventions

Terminology

In this document, the following systems are referred to generically as “system”:

•

Communication Server 1000M (CS 1000M)

•

Meridian 1

The following systems are referred to generically as “Small System”:

•

Communication Server 1000M Chassis (CS 1000M Chassis)

•

Communication Server 1000M Cabinet (CS 1000M Cabinet)

•

Meridian 1 PBX 11C Chassis

•

Meridian 1 PBX 11C Cabinet

Related information 9

The following systems are referred to generically as “Chassis system”:

•

Communication Server 1000M Chassis (CS 1000M Chassis)

•

Meridian 1 PBX 11C Chassis

The following systems are referred to generically as “Cabinet system”:

•

Communication Server 1000M Cabinet (CS 1000M Cabinet)

•

Meridian 1 PBX 11C Cabinet

Related information

This section lists information sources that relate to this document.

NTPs

The following NTPs are referenced in this document:

•

Telephones and Consoles (553-3001-367)

•

IP Phones (553-3001-368)

•

Software Input/Output (553-3001-311)

•

Communication Server 1000M and Meridian 1: Small System Installation and Conﬁguration (553-3011-210)

•

Communication Server 1000M and Meridian 1: Large System Installation and Conﬁguration (553-3021-210)

•

Communication Server 1000: IP Line (553-3001-365)

Central Answering Position Implementation Guide

Communication Server 1000

NN43011-501 01.01 Standard

Release 4.5 1 August 2006

10 About this document

Online

To access Nortel documentation online, go to www.nortel.com and from the main menu on the home page, select Support & Training and then Technical Documentation.

CD ROM

To obtain Nortel documentation on CD-ROM, contact your Nortel customer representative.

Central Answering Position Implementation Guide

Communication Server 1000

NN43011-501 01.01 Standard

Release 4.5 1 August 2006

About the Central Answering Position

This section contains information on the following topics:

"Introduction" (page 11) "Hardware requirements" (page 13)

Introduction

The Central Answering Position (CAP) is an alternative to the Nortel M2250 attendant console. It operates as an Automatic Call Distribution (ACD) agent on a IP Phone 2004 or an M3904 Digital telephone. A CAP can provide many of the call-handling features required by an attendant such as transferring, parking, and placing calls. Optional IP Phone Key Expansion modules and M3900 Key-Based Accessory modules can be added to the appropriate CAP telephone for additional lines and features, as well as to provide Direct Station Select and Busy Lamp Field functionality.

CAP functionality versus M2250 functionality

Although the CAP is an attendant position, it is an ACD agent and does not operate the same as the M2250 Attendant Console.

Note: The CAP telephone cannot be viewed as having the same capabilities as an M2250 attendant console. It is an IP Phone 2004 or M3904 digital telephone with optional key expansion or key-based accessory modules and can only deliver telephone-level features, not console-speciﬁc functionality. As a result of this limitation, the CAP telephone does not have access to attendant features such as Network Attendant Services (NAS).

Central Answering Position Implementation Guide

Communication Server 1000

NN43011-501 01.01 Standard

Release 4.5 1 August 2006

12 About the Central Answering Position

"CAP features versus M2250 features" (page 12) compares common CAP

features to similar M2250 attendant console features:

CAP features versus M2250 features

Central Answering Position (CAP) M2250 Attendant Console

Override. Busy Verify Not Ready. Position Busy Make Set Busy (Night Service is entered when the last

Central Answering Position logs out of the ACD queue by depressing the Make Set Busy key).

A Night Service key can also be defined for an ACD DN so equipped.

Transfer/No Hold Conference. Release (to extend) Transfer. Exclude Source/Destination Conference/No Hold Conference. Conference In Calls Key (Key 0) - Incoming calls only. (1 or more

DN keys can be assigned for outgoing calls). Call Forward and Busy Status (BFS) and Add-on

modules. Keys configured as BFS keys enable you to connect to

an extension by pressing a single key. ACD position configured as supervisor and provisioned

with an ACD agent observe key. Overflow/Interflow. Attendant Overflow Position ACD Recorded Announcement. Attendant RAN ACD position configured as supervisor and provisioned

with a Display Calls Waiting key.

Night Service

Loop Key 0

Busy Lamp Field

Direct Station Select

Supervisor Console

Call Waiting Indicator

Attendant Console features not available with CAP

The following is a list of Attendant Console features that are not available with a CAP telephone:

•

The CAP does not have the capability to provision feature keys that function like incoming call indicators

•

The following attendant features have no equivalent on the CAP: — Trunk Group Busy — Incoming Call Indicators — Attendant Administration Function Keys — Multiple Loop Keys (for incoming/outgoing calls) — Signal Source/Destination

Central Answering Position Implementation Guide

Communication Server 1000

NN43011-501 01.01 Standard

Release 4.5 1 August 2006

Consider the above information when deciding between the functionality of a CAP or a M2250 console.

Hardware requirements

The following equipment is required for a CAP:

•

IP Phone 2004 or M3904 digital telephone

•

Optional Key expansion module for a IP Phone 2004

•

Optional Key-Based Accessory module for a M3904 digital telephone

Hardware requirements 13

Central Answering Position Implementation Guide

Communication Server 1000

NN43011-501 01.01 Standard

Release 4.5 1 August 2006

14 About the Central Answering Position

Central Answering Position Implementation Guide

Communication Server 1000

NN43011-501 01.01 Standard

Release 4.5 1 August 2006

CAP Conﬁguration

This section contains information on the following topics:

"Introduction" (page 15) "Key layouts" (page 15) "Conﬁguring CAP using CLI commands" (page 16) "Conﬁguring CAP using Telephony Manager" (page 22)

Introduction

This section assumes that the IP Phone 2004 or M3904 digital telephone is installed and ready to be conﬁgured as a CAP. Use one of the following methods to conﬁgure the telephone as a CAP:

•

CLI commands

•

Telephony Manager (TM)

Key layouts

Each CAP telephone is preconﬁgured with certain features that make it easy to respond to and transfer calls. For information on preprogrammed data, see Communication Server 1000M and Meridian 1: Small System Installation and Conﬁguration (553-3011-210).

CAP features are not limited to those preconﬁgured; some features can be changed to meet speciﬁc needs. In addition to several ﬁxed-feature keys, each CAP telephone comes with programmable soft keys that can be conﬁgured using the overlays described later in this section.

See Telephones and Consoles (553-3001-367) for a complete list of preconﬁgured features for the M3904 digital telephone.

See IP Phones (553-3001-368) for a complete list of preconﬁgured features for the IP Phone 2004.

Central Answering Position Implementation Guide

Communication Server 1000

NN43011-501 01.01 Standard

Release 4.5 1 August 2006

+ 33 hidden pages