Avaya Central Answering Position User Manual

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Communication Server 1000

Central Answering Position Implementation Guide

NN43011-501

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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.

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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.

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4 Revision History

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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

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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

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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)

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

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

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

•

Communication Server 1000E (CS 1000E)

•

Meridian 1 PBX 11C Chassis

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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)

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

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

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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”:

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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)

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

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

•

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

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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.

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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).

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"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

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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

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14 About the Central Answering Position

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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.

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16 CAP Conﬁguration

Key-Based Accessory (KBA) modules

The Key-Based Accessory module (KBA) provides 22 additional line/feature keys for the M3904 digital telephone. You can add up to two KBAs for a total of 44 line/feature keys.

See Telephones and Consoles (553-3001-367) for information on the installation and conﬁguration of M3904 digital telephones and Key-Based Accessory modules, or consult the installation guide that comes with your product.

Key Expansion Modules (KEM)

The Nortel IP Phone Key Expansion Module (KEM) is a hardware component that connects to IP Phone 2004 and provides additional line appearances and feature keys. Up to two IP Phone KEMs can be connected to an IP Phone 2004 for a total of 48 line/feature keys.

Note 1: Key Expansion Modules are supported only with RLS 4.0 or later.

Note 2: The IP Phone 2004 can also have up to 48 additional line/feature keys using the Shift key functionality and one IP Phone KEM. With two IP Phone KEMs connected, the Shift key functionality does not affect the IP Phone KEMs because the maximum number of line/feature keys is already available.

These keys act as Direct Station Select (DSS) keys and Busy Lamp Field arrays. Each of these keys is programmed with the Terminal Number (TN) of the telephone to which it corresponds.

You can use these keys to visually access the status of a telephone, or to contact and extend calls to telephones. The status of a telephone is indicated by the key lamp in the following ways:

Idle — The key lamp is off. Busy — The key lamp is steadily lit. Forwarding — The key lamp is ﬂashing.

See IP Phones (553-3001-368) for information on the installation and conﬁguration of Key Expansion Modules, or consult the installation guide that comes with your product.

Conﬁguring CAP using CLI commands

Use the system CLI to access the following overlays in the order they are listed:

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"LD 16 - Deﬁning and modifying trunk routes" (page 17) "LD 14 - Deﬁning and modifying trunks" (page 17) "LD 23 - Conﬁguring ACD as the night number" (page 18) "LD 15 - Conﬁguring customer options" (page 20) "LD 11 - Conﬁguring CAP" (page 21)

Note: The followingis a summary of the steps to follow when conﬁguring the CAP from a CLI. Refer to Software Input/Output: Administration (553-3001-311) for a complete listing of prompts and responses for the overlays.

Default selections for each prompt are shown in parentheses.

To conﬁgure RAN trunk routes, respond as follows for prompts in LD 16:

LD 16 - Deﬁning and modifying trunk routes

Conﬁguring CAP using CLI commands 17

Prompt Response

REQ Request

CHG Change existing data block END Exit overlay program OUT Remove data block

NEW Add new data block to the system TYPE bbb bbb = trunk type (COT, TIE, DID, etc.) DMOD

1-127

Comment

Default Model number for this route (Small Systems, CS 1000S, MG 1000B, and MG 1000T)

To conﬁgure RAN trunks, respond to prompts as follows in LD 14:

Note: LD 14 is also used to assign incoming trunks with a Priority (with CLS=APY)

LD 14 - Deﬁning and modifying trunks

Prompt Response

REQ Request.

CHG Change existing data block.

Comment

END Exit overlay program. MOV Movedata block from one TN to another. Not valid for Small System

and CS 1000S Models. MOV cannot be used to move a Phantom TN. MOV command cannot be used to move trunk data blocks.

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Prompt Response

Comment

NEW x Add new data block to the system. Follow NEW with a value of 1-255

to create that number of consecutive trunks. You are not allowed to create more than one Phantom TN at a time. When a value different than 1 is entered for the creation of a Phantom TN, it is simply ignored and only one TN is created.

OUT x Remove data block. Follow OUT with a value of 1-255 to remove

that number of consecutive trunks.

TYPE

aaa <m>

aaa = the trunk type (COT, TIE, DID, etc.) "m" is optional. Enter "m" if you are using a model trunk.

MODL

1-127

Model number for Small System. Model number for CS 1000S.

TN l s c u Terminal Number. If you enter a value for "m" this prompt does not

appear. CDEN *D Density. If you enter a value for "m" this prompt does not appear. TOTN l s c u To Terminal Number. If you enter a value for "m" this prompt does

not appear.

The CAP queue (ACD queue) is conﬁgured using LD 23. Respond to the prompts as follows:

LD 23 - Conﬁguring ACD as the night number

Prompt Response

Comment

REQ NEW Add new data to the system. TYPE ACD Automatic Call Distribution data block. Requires Basic Automatic Call

Distribution (BACD) package 40. CUST ACDN

xx xxxx

Customer number associated with this data block as defined in LD 15.

ACD Directory Number. Up to 4 digits, up to 7 digits with Directory

Number Expansion (DNXP) package 150. MWC NO Message Waiting Center ACPQ (NO), YES Answer Call Priority Queue. International Supplementary Features

(SUPP) package 131 must be installed. Answered calls are (are not)

given priority when re-entered in queue. AST (NO), YES Associated Set. The Associate Set assignments are performed in LD

10 and LD 11 for each ACD telephone. Associated set (only used

with Meridian Link). DSAC (NO), YES ACD DN is not an IS/Data Service Access Code. ACD DN is an

IS/Data Service Access Code. Prompted when MWC = NOServer

IS/data service access code (only used with Meridian Link).

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Conﬁguring CAP using CLI commands 19

Prompt Response

MAXP

1-120

Comment

Maximum Number of Agent Positions. The value of the MAXP can

be increased to the allowed maximum or decreased to the current

number agents. SDNB (NO), YES Secondary DN Blocking. Block calls to the Secondary DN while busy

on ACD call. Block (or not) calls to the Secondary DN. BSCW (NO), YES Block Calls to the Secondary DN on Walkaway. The caller to the

source DN hears busy tone. Block (or not) calls to the secondary DN

on walkaway. ISAP (NO), YES Integrated Services Application Protocol (ACD messages sent across

the ISDN/AP link). Set to YES for Meridian Mail applications. ACD

messages sent (not sent) across the ISDN/AP link. RGAI (NO), YES Ring Again for Internal calls. When internal caller dials a queue with

no available agents, fast ringback is provided. If RGAI = YES, the

caller can activate Ring Again to be presented to the next available

agent. Enter YES for Data Service Access Code (DSAC). RGAI must

= YES for DSAC.Ring again for internal calls. FRRT

0-511

First RAN Route number for ACD. The route and at least one trunk

must exist before defining FRRT. Enter X to remove. FRT

0-2044

First RAN Time (the time in seconds allowed before unanswered

incoming ACD calls are connected to the first RAN). Prompted if

FRRT is defined. If a value is not entered FRT defaults to blank and

there is no connection to the RAN. SRRT

0-511

Second RAN Route number for ACD. The route and at least one

trunk must exist before defining SRRT. Enter X to remove. Second

RAN route number for ACD. SRT

0-2044

Second RAN Time. Time in seconds before second RAN is

connected to ACD calls. Prompted if SRRT is defined. There is no

default for SRT. NRRT

0-511

Night RAN Route number assigned as night announcement for ACD

calls. If NRRT and NCFW are both defined, then NRRT course first.

The route and at least one trunk must exist before defining NRRT.

Enter X to remove. FROA (NO), YES First RAN On Arrival (the 1st RAN to be given to incoming calls

immediately; FRT time ignored). If FROA = NO, the call is forced

to wait FRT time. Recorded Announcement is given only if an idle

agent is not found.

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20 CAP Conﬁguration

Prompt Response

NCFW

x...x

Comment

Night Call Forward DN for ACD calls (up to 23 digits) and Operator

Revert DN for Meridian Mail (IMS, IVMS). NCFW is tracked on reports

as interflow. NCFW can be up to 31 digits. Precede NCFW entry with

X to delete. Typing four asterisks (****) at the NCFW prompt does

not let the user exit. FORC (NO), YES Force. Calls are forced to arrive in answered state. When FORC =

YES, the call arrives on Key 0 (in-calls key) in an answered state.

Headsets are recommended for this option.

Use LD 15 to do the following:

•

Deﬁne and modify the attendant extension number

• Deﬁne the night number and time

•

If necessary, deﬁne a second night number and time

•

Deﬁne customer options

In LD 15, respond to the prompts as follows:

LD 15 - Conﬁguring customer options

Prompt Response

Comment

REQ: CHG Change existing data block. TYPE: NIT Night Service CUST NIT1

0-99 x...x

Customer Number

Enter the ACD DN programmed in LD 23. TIM1 hh mm Hour and Minute for First Night Service DN. Enter the hour and

minute for First Night Service DN, where: hh = 0-23, mm = 0-59.

Enter X to remove the time. If no time is entered here, the system

assumes a 24-hour clock. ... REQ: CHG Change existing data block. TYPE MPO_DAT

Multi-Party Options

CUST

0-99

Customer Number FMOP (NO), YES Flexible Misoperation options are (are not) required.

- RGNA STD Ring No Answer treatment. Standard Operation (STD) is default.

- AOCS

xxx yyy

All Other Cases. Where: xxx is for internal calls and yyy or ATN

is for external calls.

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Conﬁguring CAP using CLI commands 21

Prompt Response

- RCY1 1 - (6) - 15 Number of Cycles of Re-ringing before forwarding to attendant or

- RCY2 1 - (4) - 15 Number of Cycles of Ringing before forwarding to transferring station.

Comment

disconnecting. Applies only if RGNA = DAR or AAR.

Valid only for the RGNA option.

In LD 15, the customer data block and ATDN (Attendant Directory Number) default to 0. When 0 is dialed by a station user, the nonexistent console is seen by the system as being in Night Service. Therefore, all dial 0 calls are directed to the night number, which is the ACD directory number of the CAP.

All calls redirected to the CAP that are subsequently transferred to a station can be redirected to Call Pilot or recalled to the CAP ACD queue. The software associated with this produces prompts in LD 15, which determine whether or not a call is recalled to the CAP queue or redirected to a forward no answer destination, such as Call Pilot.

Note: The IP Phone 2004 has four soft-labeled, predeﬁned soft keys that can provide up to 10 features. Because they are predeﬁned, the user cannot change the key number assignment. Use LD 11 to program keys 16 to 26 on the IP Phone 2004.

In LD 11, respond to the prompts as follows:

LD 11 - Conﬁguring CAP

Prompt Response

REQ CHG Change existing data block. TYPE

... CLS (AGN) ACD Agent

... KBA (0)-2 Key-Based Accessory module for M3904 (if applicable). KEM (0)-2 Key Expansion Module for IP Phone 2004 (if applicable). ...

3904 I2004 IP Phone 2004

SPV ACD Supervisor TDD Tandem Digit Display SWA Station-to-Station Call Waiting Allowed. A Call Waiting key or CWT

Comment

M3904 digital telephone

must be defined. Must have CLS=HTD because hunting takes

precedence.

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22 CAP Conﬁguration

Prompt Response

KEY xx ACD

yyyy (cccc or D) zzz

xx MSB Make Set Busy key. On the M3905 key numbers 8-11 are reserved

xx DWC yyyy

xx TRN Call Transfer key. On the M3904 and M3905, key 17 is reserved for

xx AO6 Six-Party Conference key. On the M3904 and M3905, key number

Comment

Automatic Call Distribution key xxxx=key number; yyyy=ACD DN or

Message Center DN; cccc=CLID table entry of (0)-N, where N=the

value entered at the SIZE prompt in LD 15 minus 1; D=the character

D (when the character D is entered, the system searches the DN

keys, from key 0, up to find a DN key with CLID table entry. The

CLID associated with the found DN key will be used); zzz=agent’s

position ID.

for AAG, AMG, ASP, DWC, MSB and NRD.

ACD Supervisor Display Waiting Calls key. Where: yyyy=ACD DN.

Up to 4 digits, up to 7 digits with Directory Number Expansion (DNXP)

package 150. A maximum of eight DWC keys can be assigned per

queue on eight supervisors. Agent sets can only have 1 SWC key

for their own queue. ACD agent telephones can support the display

waiting calls key. Must have CLS=SPV and ADD or DDS. The key

can be used with supervisors and agents. On the M3905 key numbers

8-11 are reserved for AAG, AMG, ASP, DWC, MSB and NRD.

TRN or NUL. basic-24 On the IP Phone 2004 key 17 is reserved

for TRN or NUL.

18 is reserved for AO3, AO6, or NUL. On the IP Phone 2004 key

number 18 is reserved for AO3, AO6, or NUL.

xx NHC No Hold Conference key xx PRK Call Park. The Transfer (TRN), or Six-Party Conference (A06) key

plus a Dial Access code can be used instead of the Park key. On the

M3904 and M3905, key 21 is reserved for PRK or NUL. On the IP

Phone 2004 key 21 is reserved for PRK or NUL.

xx BFS aa bb

Busy-Forward Status. Where: TN=Terminal Number to be screened.

A Key cannot be assigned to a BRI set. Note: It is possible to

configure the TN of the same set against only the BFS key if the

Class of Service is BFEA.

Conﬁguring CAP using Telephony Manager

You can use Telephony Manager (TM) Desktop Services to view and modify the conﬁguration of your telephone through a web browser. The web display includes a graphical view of the telephone and shows the conﬁgured features.

Note: Your network administrator determines the features and privileges you can use in TM Desktop Services. If you are not sure of your access privileges, contact your network administrator for more information.

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You can use the Features page to modify telephone features not assigned to keys. Features are related to individual prompts in LD 10 or 11, with one or more conﬁgurable parameters.

Where applicable, a drop-down list containing all possible values for the feature is provided. If no drop-down list is provided, type the value into the ﬁeld.

Telephone properties

Procedure 1 Accessing telephone properties

Step Action

Conﬁguring CAP using Telephony Manager 23

1 2

Log on to a TM session. On the Desktop Services main menu, choose a Telephone DN

from the Telephones list. The General page appears, showing information about the telephone

you selected.

Note: The telephones are identiﬁed by prime directory number (DN). To create this list, the Web server scans all the employee databases, one per system, on the server. If you have telephones on different systems that are served by different Optivity Telephony Manager (OTM) servers, you must log in to the different servers to access these telephones. Contact your network administrator to obtain a URL, user login name, and password for each of these OTM servers.

From the General page you can make conﬁguration changes to your telephone by selecting the Keys or Features buttons. Each of these functions is described below.

—End—

Key functions

Procedure 2 Changing key functions

Step Action 1

From the General page, click the Keys button. The Keys page appears.

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24 CAP Conﬁguration

Note: The M3904 digital telephone has two layers of keys. You can access the second layer of keys by clicking the Shift button on the telephone image.

If an M3900 Key-Based Accessory or an IP Phone Key Expansion Module is installed, click Next to view the next list of available keys.

Select a key by clicking on it. The properties for the key are displayed.

Click Change to modify the properties for the selected key. The Key Change Wizard appears.

Follow the Wizard instructions to change the properties of the selected key.

After you change the keys and click the Submit button, the Conﬁrm Changes dialog box appears.

Verify the information and click Conﬁrm. If no errors exist, a change conﬁrmation page appears.

Telephone features

Procedure 3 Changing telephone features

—End—

Step Action 1

From the General page, click the Features button. The Features page appears.

From the list of features displayed, change the Value ﬁeld for the feature you want to modify. Some ﬁelds have drop-down menus from where you can make a selection.

When you ﬁnish, click Submit to make the changes or Reset to clear the ﬁelds and undo your changes.

After you change the features and click the Submit button, the Conﬁrm Changes dialog box appears.

Verify the information and click Conﬁrm. If there are no errors, a change conﬁrmation page appears.

—End—

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Conﬁguring CAP using Telephony Manager 25

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26 CAP Conﬁguration

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Logging onto the ACD queue

This section contains information on the following topics:

"Introduction" (page 27) "Logging onto the ACD queue" (page 27) "Logging out of the ACD queue" (page 28)

Introduction

Two procedures are available for logging onto the ACD queue. The method you use to log on depends on whether your system is conﬁgured in Position ID mode or Agent ID mode. The following procedures describe how to log on and out of the ACD queue for each type of system conﬁguration.

Logging onto the ACD queue

Procedure 4 System conﬁgured in Position ID mode

Step Action 1

Verify the CAP is in the Make Set Busy state. The Make Set Busy lamp can be on or off.

Pick up the handset and place it on the desk, or, if you are using a headset, press the headset key.

Press the Make Set Busy key . You are logged onto the ACD queue.

—End—

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Procedure 5 System conﬁgured in Agent ID mode

Step Action 1

Verify the CAP is in the Make Set Busy state. The Make Set Busy lamp can be on or off.

2 3

Press the Make Set Busy key or unplug the headset. Enter your Agent ID

Note: The length and valid range of numbers in your agent ID depends on how the ADS feature is programmed in LD 23.

The set is now in Not Ready mode.

Press the Not Ready key again. You are logged onto the ACD queue.

Logging out of the ACD queue

Procedure 6 System conﬁgured in Position ID or Agent ID mode

Step Action

—End—

If you want to log out of the ACD queue, press the Make Set Busy key or unplug the headset.

You are now logged out of the ACD queue.

—End—

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Common CAP features

This section contains information on the following topics:

"Introduction" (page 29) "Conference" (page 30) "Direct Station Select (BFS)" (page 30) "Directory Number (DN)" (page 31) "Display Queue (Disp Queue)" (page 31) "Make Busy" (page 32) "No Hold Conference (N.H. Conf)" (page 32)

"Override" (page 32) "Park" (page 33) "Privacy Release (Priv Rls)" (page 34) "Program" (page 34) "Transfer" (page 35)

Introduction

This section describes each of the commonly conﬁgured features on the CAP and explains how to use them. The feature keys in the key layout diagram in the previous section correspond to the features listed in this section. All of the features are listed in alphabetical order.

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Conference

This key lets the CAP to create conferences and to join parties together. The ﬁrst party is put on hold while the second party is being added.

Procedure 7 Adding a person to a call

Step Action 1

When you answer a call from the ACD queue and you want to add another person to the call, ﬁrst press the Conf key.

Dial the number of the person to be added to the call or press the appropriate Direct Station Select key.

The incoming call is put on hold. You can consult with the person called when they answer.

3 4

Press Conf to link the conference. You can repeat the process to add more people to the call or press

Rls to disconnect yourself from the call.

To talk back and forth with two people, press Hold to place your second caller on hold, and then press the ACD queue key to connect with your ﬁrst caller. To connect to the second caller, press Hold and then press Conf.

Direct Station Select (BFS)

Keys conﬁgured as Busy Forward Status (BFS) enable you to connect to an extension. The keys on the add-on module work as Direct Station Select (DSS) keys.

—End—

Note: Before you press a DSS key, you must press an extension (DN) key ﬁrst.

Procedure 8 Making a Direct Station Select call

Step Action 1

Press the DN key. Press the DSS extension key.

—End—

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Directory Number (DN)

This key is used for internal calling or, when required, by one of the feature keys. For example, you use the DN key to retrieve a parked call. If you have a PBX system, you can use this feature for outgoing public network calls.

Note: To make outgoing calls from the CAP, you must use the DN key. You cannot use the ACD queue to make outgoing calls because it can only receive calls.

Procedure 9 Making an internal call

Step Action

Display Queue (Disp Queue) 31

1 2 3

Lift the handset. Press the DN key. Dial the extension of the person that you want to call or press the

DSS key.

Display Queue (Disp Queue)

This key shows the number of calls in the queue, the number of staffed CAPs, and the waiting time of the oldest call in the queue. With this feature, the telephone does not have to be idle for you to display information.

Note: To use this feature, the CAP must be programmed to have Supervisor (SPV) Class of Service. This is done using LD 11.

Procedure 10 Displaying CAP information

Step Action 1

Press the Disp Queue key.

—End—

To remove information from the display, press the Disp Queue key again.

—End—

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Make Busy

This key lets the CAP to indicate that it is not staffed or cannot receive calls. When the CAP is in the Make Busy state, calls are directed to the programmed night call forward number for the CAP queue.

Procedure 11 Making the CAP appear busy

Step Action 1

Press Make Busy. The indicator comes on.

To cancel the Make Busy feature, press Make Busy again. The indicator goes off.

No Hold Conference (N.H. Conf)

This key lets you to add people to a conversation. The original party is not put on hold as others are added.

Procedure 12 Adding a person to a call

Step Action 1

If you have answered a call from the ACD queue, press N. H. Conf. Dial the number of the person to be added to the call or press the

appropriate Direct Station Select key.

—End—

The incoming call is not put on hold. You do not hear the phone ringing, and you can still talk to the caller.

—End—

Override

This key lets the CAP interrupt an established call. The priority level of the telephone involved in the call and the level of the CAP determine whether an override is permitted.

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Procedure 13 Overriding a busy signal and connecting to a call

Step Action

Park 33

Park

If you have dialed an internal call and received a busy signal, press Override.

You now join to the call in progress.

—End—

Because you cannot hold multiple calls on the ACD queue, a call can be parked so you can receive other calls. The parked call can be retrieved by the CAP or another telephone that has access to Call Park.

Note: To retrieve calls before the call timer expires, note the extension on which the calls are parked.

Procedure 14 Parking a call on the System Park extension

Step Action 1

If you are on a call, press Park twice. To take the caller off Park, press Rls to release the call.

—End—

Procedure 15 Parking a call on an extension other than the System Park extension

Step Action 1

2 3 4

If you are on a call, press Park. Dial the extension number on which you want to park the call. Press Park again. Press Rls.

—End—

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Procedure 16 Retrieving a parked call

Step Action 1

Press the DN key. Dial the extension on which the call is parked if the call is parked on

an extension other than the system call park number.

Note: Any telephone with access to Call Park can retrieve a call that is parked.

Privacy Release (Priv Rls)

You can use this key to join or pick up a call that is on a private line. This added party must have a telephone that shows the private line.

Procedure 17 Removing privacy from a line

Step Action 1

If you are on a call on a private line, press Priv Rls. Any telephone that has access to this line can now join the

conversation.

—End—

To disconnect from the call after someone else has joined the conversation, press the Rls key.

—End—

Program

You can use this key to change various display features. Data parameters such as transmission speed, parity, and terminal mode can also be changed if the CAP is equipped with an optional data adapter.

•

Press Program.

•

Use the volume control bar to scroll through the programmable features, and press the number associated with the feature you wish to program.

•

Use the volume bar to adjust the feature you select. The display features that can be programmed using this key are: — Volume adjustment

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Transfer

Transfer 35

— Predial recall — Contrast adjustment — Call timer enable — Idle screen format — Language selection — Display diagnostics — Key click

You can use this key to transfer a call to an extension without having to wait for the desired party to answer.

Procedure 18 Transferring a call without consultation

Step Action 1

If you have answered a call from the ACD queue, press Transfer. Dial the desired number or press the appropriate Direct Station

Select key.

Press Transfer while you still hear the phone ringing. You are no longer connected to the call.

If the call is not answered or forwarded by the call forward feature, it rings back to the CAP telephone (programmable in LD 15).

—End—

Procedure 19 Transferring a call with consultation

Step Action 1

If you have answered a call from the ACD queue, press Transfer. Dial the desired number or press the appropriate Direct Station

Select key.

Wait until the call is answered. The original call is put on hold.

Speak to the person called.

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To return to the original caller without extending the call, press the ACD queue extension key.

To disconnect yourself from the call and connect the calling and called parties, press Transfer again.

—End—

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Other features

This section contains information on the following topics:

"Call Forward and Busy Status" (page 37) "Forced Camp-on/Priority Override" (page 39)

Call Forward and Busy Status

The Call Forward and Busy Status (BFS) feature was designed for an environment where party A forwards their calls to party B, for screening.

Feature Operation

By using a BFS key, party B can:

•

monitor, activate or deactivate the Call Forward feature of party A.

•

override the Call Forward feature of party A, to place a call to party A.

•

determine whether party A is busy on a call.

The BFS lamp state of party B indicates whether party A is:

•

forwarded and not busy (lamp in wink state).

•

forwarded and busy (lamp in ﬂash state).

•

not forwarded and not busy (lamp in dark state).

•

not forwarded and busy (lamp in lit state).

If the customer associated with party A has Forward Key Denied Class of Service (FKD) deﬁned in the customer data, party A’s Call Forward key becomes inoperative and party B’s BFS key operates as follows when it is pressed:

•

If party A is forwarded to another station by another BFS key, party A remains forwarded to that station.

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•

If party A has been forwarded to a DN by a remote Flexible Feature Code, the call forward is overridden, and all new calls are forwarded to party B.

•

If party A’s calls were forwarded to party B, then party A’s call forward is canceled.

• If party A’s call forward is not activated, party A’s calls are forwarded to party B and the CFW lamp on party A’s telephone lights up.

If the customer associated with Party A has Forward Key Allowed Class of Service (FKA), and party B presses the BFS key, the result is one of the following:

•

If party A is already forwarded to a station other than B, party A remains forwarded to that station.

•

If party A’s calls are not forwarded, they are forwarded to party B, and the CFW lamp on party A’s telephone lights up.

•

If party A’s calls are forwarded to party B, party A’s call forward is canceled.

Note: If party B presses the BFS key while receiving a dial tone or special dial tone, the BFS key works as an Auto Dial key to party A.

If a call is placed to party A, and the BFS key on that telephone is pressed, the call automatically transfers to party B, which is the designated Call Forward/Busy number. If party B is in Call Forward state, the call rings three times, then immediately transfers to party C.

If a call originates to party A and the BFS key is not pressed, the call automatically transfers to party C.

Feature Requirements

Party B must have a Meridian M3904 digital telephone or an IP Phone 2004. Party A can have a Meridian M3904 digital telephone, an IP Phone 2004, or an Analog (500/2500 type) telephone, with Call Forward All Calls equipped.

A station can be monitored by a maximum of 16 other stations using the BFS key.

The same Feature requirements apply as for Call Forward All Calls.

Feature Interactions

None.

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Feature Programming

To activate this feature, use the following task list in LD 11 and LD 15.

LD 11 - Conﬁgure a BFS key

Forced Camp-on/Priority Override 39

Prompt Response

REQ CHG Change existing data block TYPE

MODL

TN ... KEY xx BFS TN Busy Forward Status key

LD 15 - Conﬁgure customer for Forward Allowed

Prompt Response

REQ CHG Modify existing data block. TYPE FTR_DATA Features and options CUST

3904 I2004 IP Phone 2004 1-127

0-99

Comment

M3904 digital telephone

Model number Prompted for Small System and CS 1000S Model telephones. Terminal Number, where c=card and u=unit.

Where: TN=Terminal Number to be screened. A Key cannot be assigned to a BRI telephone.

Note: It is possible to configure the TN of the same telephone against the BFS key only if the Class of Service is BFEA.

Comment

Customer number for Large Systems For CS 1000E

0-31

... OPT (FKA) Forward Key Allowed

For Small Systems For CS 1000S For MG 1000B For MG 1000T

Forced Camp-on/Priority Override

Forced Camp-on lets a station camp-on to another party involved in an active call regardless of whether they have an internal or external call on hold. When used with Priority Override, the capability is called Enhanced Override.

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Forced Camp-on is activated automatically (if Automatic Forced Camp-on, AFCO,is deﬁned for the customer) or manually using the Enhanced Override (EOVR) key on Meridian digital telephone telephones or the Enhanced Override Flexible Feature Code on Analog (500/2500 type) telephones.

Four new station Class Of Service entries are associated with this feature:

•

CPFD/CPFA - Forced camp-on from another telephone denied/allowed.

•

CPTD/CPTA - Forced camp-on to another telephone denied/allowed.

These Class of Service entries are used to identify the ability of a station to invoke the camp-on feature or to be camped-on by another station.

You can use the Priority Override feature to interrupt an established call and present another call to the desired party. Before barge-in occurs, a warning tone is given to all parties involved in the established call. The telephone performing the override must have a priority level equal to or higher than both telephones being overridden.

To activate Priority Override, the user of an Analog (500/2500 type) telephone must invoke a recall and then dial the Override Flexible Feature Code, while the user of a Meridian digital telephone simply presses the Override key (OVR). Priority Override can also be activated using the Enhanced Override Flexible Feature Code or the Enhanced Override key (EOVR) as described in the preceding paragraph.

Associated with the Priority Override feature are seven priority levels that can be assigned to Analog (500/2500 type) and Meridian digital telephones. These levels deﬁne the ability of one telephone to override another as follows:

•

level 0 — This telephone cannot override and cannot be overridden.

•

level 1 — This telephone cannot override but can be overridden.

•

level 2 —This telephone can override level 1 and 2 telephones and can be overridden by telephones with priorities 2 - 7 (This is the default level).

•

level 3-6 — These telephones are similar to level 2 and can override telephones of equal or lesser priority level excluding those of level 0, and can be overridden by telephones of greater or equal priority level.

• level 7 — These telephones can override levels 1 - 7 but can only be overridden by another telephone of priority 7.

Note: Camp-on is not affected by the override levels.

A Class Of Service (COS) for stations called Override Denied/Allowed (OVRD/OVRA) deﬁnes the ability of a station to use or be overridden by the Priority Override feature.

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Feature Operation

Several combinations of the Automatic Forced Camp-on and Priority Override features exist. Each combination provides the station with speciﬁc call scenarios, which are detailed as follows:

•

Setting the Automatic Forced Camp-On (AFCO) prompt to NO in the customer data, and equipping only an OVR key or OVRD ﬂexible feature code disallows the use of forced camp-on. The priority override feature remains operational.

•

Setting the Automatic Forced Camp-On (AFCO) prompt to NO, the priority level to 0, and the camp-on classes of service to CPFA and CPTA enables only manual camp-on.

•

Setting the Automatic Forced Camp-On (AFCO) prompt to NO, and adding an OVR and EOVR key/FFC gives the user the option of using only priority override (OVR key/FFC) or using manual forced camp-on that is invoked by the ﬁrst press of the EOVR key/FFC, followed by priority override (the second press of the EOVR key/FFC).

•

Setting the Automatic Forced Camp-On (AFCO) prompt to YES and equipping only the OVR key/FFC automatically applies forced camp-on where applicable, and allows the use of the OVR key/FFC to implement priority override.

Forced Camp-on/Priority Override 41

•

Using the EOVR key/FFC with AFCO set to YES simulates the OVR key/FFC and attempts a priority override, unless Automatic Forced Camp-on is initially denied. In this case, forced camp-on is attempted again.

Feature Requirements

The Flexible Feature Code package (FFC) 139 and Multiple-Party Operation package (MPO) 141 must be equipped.

All stations involved in an established call that is interrupted must have warning tone allowed Class of Service. Otherwise, both priority override and forced camp-on features are denied.

Priority Override and Forced Camp-on can operate independently of each other.

Priority Override and Forced Camp-on cannot be applied to telephones involved in any of the following:

•

a non-established call

•

a conference call

• an attendant call

•

a Release Link attendant call

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Feature Interactions

•

an attendant call through Centralized Attendant Service or Primary Rate Access/Integrated Services Digital Network trunk

•

an ACD call

•

a data call

•

a parked call

•

a call-waiting call

•

a held call

•

an operator call back or toll operator barge-in call

•

Make Set Busy active

• Do Not Disturb active

External trunks cannot perform priority override. They can only be overridden if they are the undesired party of an established call that is interrupted.

Multiple-Party Operation: When a consultation call is made on a telephone equipped with Priority Override, a control digit must be dialed from the telephone to perform a recall and return the call on hold.

Override: Priority Override, when activated, replaces normal override. Digit Display: After Priority Override is performed on a telephone, its digit

display shows the DN of the overriding telephone.

Feature Programming

To activate this feature, use the following task lists in LD 10, LD 11, LD 14, LD 15, LD 16 and LD 57.

LD 10 - Conﬁgure Forward Camp-On/Priority Override on a telephone

Prompt Response

REQ CHG Modify existing data block. TYPE

MODL

500 500 M 500/2500 Model telephone data block for Small System and CS

1-127

Comment

500/2500 telephone data block

1000S Model number for small systems Model number for CS 1000S This prompt appears for Small System and CS 1000S Model sets. Terminal Number, where c=card and u=unit.

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Forced Camp-on/Priority Override 43

Prompt Response

Comment

... CLS CPFA Forced Camp-On from another set Allowed

CPTA Forced Camp-On to another set Allowed. CPTA is the default for

VCE TNs.

WTA Warning Tone Allowed ... PLEV 0-(2)-7 Priority Level, prompted with Priority Override/Forced Camp-On

(POVR) package 186 or Enhanced DPNSS1 Services (DPNSS_ES) package 288. 2 = set can override sets of level 1 and 2, and can be overridden by sets of level 2-7.

Note: Prompted when POVR package is equipped.

LD 11 - Conﬁgure Forward Camp-On/ Priority Override on a telephone.

Prompt Response

Comment

REQ CHG Modify existing data block. TYPE

3904

M3904 digital telephone

I2004 IP Phone 2004

MODL

1-127

Model number for small systems Model number for CS 1000S This prompt appears for Small System and CS 1000S Model sets.

Terminal Number, where c=card and u=unit. ... CLS CPFA Forced Camp-On from another set Allowed

CPTA Forced Camp-On to another set Allowed. CPTA is the default for

VCE TNs.

WTA Warning Tone Allowed ... PLEV 0-(2)-7 Priority Level, prompted with Priority Override/Forced Camp-On

(POVR) package 186 or Enhanced DPNSS1 Services (DPNSS_ES) package 288. 2=set can override sets of level 1 and 2, and can be overridden by sets of level 2-7.

Note: Prompted when POVR package is equipped.

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44 Other features

Prompt Response

Comment

KEY xx OVR Override key

xx EOVR Enhanced Override key

LD 14 - Conﬁgure Warning Tone Allowed

Prompt Response

Comment

REQ CHG Modify existing data block TYPE

aaa

Trunk type ... CLS WTA Warning Tone Allowed

LD 15 - Conﬁgure Multi Party Operations

Prompt Response

Comment

REQ CG Modify existing data block TYPE MPO Multi Party Operations data block CUST

0-99

Customer number for Large Systems

For CS 1000E

0-31

For Small Systems

For CS 1000S

For MG 1000B

For MG 1000T ... AFCO YES Automatic Forced Camp-On. Prompted with Priority Override (POVR)

package 186.

LD 16 - Conﬁgure Priority Level in route data

Prompt Response

Comment

REQ CHG Modify existing data block. TYPE RDB Route Data Block CUST DMOD

xx 1-127

Customer number associated with this route as defined in LD 15

Default Model number for this route (Small Systems, CS 1000S, MG

1000B, and MG 1000T) ROUT

x...x

Route Number, where x...x=

0-511: Large System

For CS 1000E System

0-127: Small System

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Forced Camp-on/Priority Override 45

Prompt Response

Comment

For MG 1000B and MG 1000T TKTP

xxx

Trunk Type ... PLEV 0-(2)-7 Priority Level.

Priority Level 2 sets can override sets of Level 1 and 2, and

can be overridden by sets of Level 2-7. Prompted with Priority

Override/Forced Camp-On (POVR) package 186 or Enhanced

DPNSS1 Services (DPNSS_ES) package 288.

LD 57 - Conﬁgure Flexible feature codes

Prompt Response

Comment

REQ NEW Add new data to the system.

CHG Modify existing data block. ... EOVR

xxxx

Enhanced Override (manual Forced Camp-On followed by Priority Override)

OVRD

xxxx

Override and Priority Override.

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Communication Server 1000

Central Answering Position Implementation Guide

Publication: NN43011-501 Document status: Standard Document version: 01.01 Document date: 1 August 2006

Nortel, Nortel (Logo), the Globemark, SL-1, Meridian 1, and Succession are trademarks of Nortel Networks.

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Avaya Central Answering Position User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

About this document

Subject

Applicable systems

Intended audience

Conventions

Related information

About the Central Answering Position

Contents

Introduction

CAP functionality versus M2250 functionality

Hardware requirements

Contents

Introduction

Key layouts

Key-Based Accessory (KBA) modules

Key Expansion Modules (KEM)

Telephone properties

Procedure 1 Accessing telephone properties

Key functions

Procedure 2 Changing key functions

Telephone features

Procedure 3 Changing telephone features

Logging onto the ACD queue

Contents

Introduction

Logging onto the ACD queue

Logging out of the ACD queue

Common CAP features

Contents

Introduction

Conference

Procedure 7 Adding a person to a call

Direct Station Select (BFS)

Procedure 8 Making a Direct Station Select call

Directory Number (DN)

Procedure 9 Making an internal call

Display Queue (Disp Queue)

Procedure 10 Displaying CAP information

Make Busy

Procedure 11 Making the CAP appear busy

No Hold Conference (N.H. Conf)

Procedure 12 Adding a person to a call

Override

Procedure 13 Overriding a busy signal and connecting to a call

Park

Procedure 14 Parking a call on the System Park extension

Procedure 15 Parking a call on an extension other than the System Park extension

Procedure 16 Retrieving a parked call

Privacy Release (Priv Rls)

Procedure 17 Removing privacy from a line

Program

Transfer

Procedure 18 Transferring a call without consultation

Procedure 19 Transferring a call with consultation

Other features

Contents

Call Forward and Busy Status

Feature Operation

Feature Requirements

Feature Interactions

Feature Programming

Forced Camp-on/Priority Override

Feature Operation

Feature Requirements

Feature Interactions

Feature Programming