Avaya DEFINITY ECS R7 User Manual

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DEFINITY

Enterprise Communications Server

Release 7 Console Operations

555-230-700 Comcode 108383837 Issue 4 June 1999

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Notice

Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthoriz ed use of your telecommunications system by an unauthorize d party, for example, persons other than your com-

pany’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunicati ons services.

You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized us e. The system manager is also responsible for reading all installa tion, instruction, and system administration documents provided with th is product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucen t Technologies does not warrant tha t this product is immune from or will prevent unautho rized use of common-carrier tele communication services or fac il itie s accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthor ized use.

Lucent Technologies Fraud Intervention

If you suspect that you are being victimized by toll fraud and you need technical support or assist ance, call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643-2353.

Federal Communications Commission Statement Part 15: Class A Statement. This eq uipment has been tested and

found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. Thes e li m it s are desi gne d to provide reasonable protection against harmful interference when the equipment is operated in a commercial enviro nm ent. This equipm ent generates, uses, and can radiate radio-frequency energy and, if not installed and used in accordanc e wi th t h e inst ruc tions, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to corre ct the interference at his own expense.

Ordering Information Call: Lucent Technologies BCS Publications Cente r

Voice 1 800 457-1235 International Voice 317 322-6416 Fax 1 800 457-1764 International Fax 317 322-6699

Write: Lucent Technologies BCS Publications Cente r

2855 N. Franklin Road Indianapolis, IN 46219

Order: Document No. 555-230-700

Comcode 10838383 7 Issue 4, June 1999

For additional documents, refer to the “Introduction.”

Y ou can be placed on a standing order list for this and other documents you may need. Standing order will enable you to automatically receive updated versions of ind ividual documents or docu me nt sets, bi lled to account information that you provide. For more i nformation on standing orders, or to be put on a list to re ce ive future issues of this document, contact the Lucent Technologies Publications Center.

European Union Declaration of Conformity

The “CE” mark affixed to the DEFI NIT Y ® e qui pm ent described in this book indicates tha t t he e quipment conforms to the fo ll owing European Union (EU) Direc tiv e s:

• Electromagnetic Compatibility (89/336/EEC)

• Low Voltage (73/23/E EC)

• Telecommunicatio ns Ter minal Equipment (TTE) i-CTR3 BRI and i-CTR4 PRI

For more information on standards compliance, contact your local distributor.

Comments

To comment on this document, return the comment card at the front of the document.

Acknowledgment

This document was prepared by Product Documentation Development, Lucent Technologies, De nver, CO.

Part 68: Network Registration Number. This equipment is registered with the FCC in accordance with Pa rt 68 of the FCC Rules. It is identified by FCC registration num ber AS593M-13283-MF-E. Refe r to “Federal Communica ti ons Commission Statement” in “Abou t Th is Book” for more information regarding Part 68.

Canadian Department of Communications (DOC) Interference Information

This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference re gulations of the Canadian Department of Communications.

Le Présent Appareil Nomérique n’émet pas de bruits radioélectriques

dépassant les limites applicables aux appareils numériques de la class A préscrites dans le reglement sur le brouillage radioélectrique édicté par le ministére des Communications du Canada.

Trademarks

DEFINITY is a registere d t rademark of Lucent Technologies.

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DEFINITY® Enterprise Communications Server Release 7 Console Operations

Contents

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Contents

Contents iii

1 Introduction 1

■ Conventions Used in This Document 2

■ Security Measures 2

2 Understanding the Console Layout 5

■ Physical Layout of Your Console 5

Outside-Lines Buttons Area 7 Call Appearance Buttons 8 Dialing Keypad 9 Features 11 The Display 12 Displaying in Normal Mode 14

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iii

Ringer-Volume Control Area 18 Selector Console 19 Tones Heard Through Handset or Headset 21

3 Operating the Console 23

■ Activating the Console 24

■ Deactivating the Console 24

■ Transferring Calls to Internal Extensions 24

■ Transferring Calls to Outside Numbers 25

■ Placing Callers on Hold 26

■ Connecting Two or More Callers 26

■ Answering Emergency Calls 27

4 Using the Features 29

■ Speeding Up the Console 29

Using Auto Start 29 Speed Dialing 30 Holding Calls Automatically 31

■ Handling Multiple-Party Calls 31

Connecting Multiple Callers 31 Locking Out the Console Operator 32 Recalling the Console Operator 32 Paging with Deluxe Voice Paging 33

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■ Answering Calls for Another Party 34

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Backing Up the Console Operator 35 Routing Calls Through the Console Operator 35 Covering Calls from the Console 35 Forwarding All Calls 36 Parking Calls 37

■ Paging for Called Parties 38

Parking Calls 38 Chime Paging 39 Paging with Voice Paging 41 Paging with Deluxe Voice Paging 42

■ Assisting Callers with Special Tools 43

Using Call Waiting 43 Split-Swap 44 Interrupting a Call 45

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Overriding Diversion Features 46 Emergency Notification to Digital Telephones 46 Providing Emergency Notification to the Operator 48 Providing Emergency Access to the Operator 48 Placing a Series of Calls 49

■ Managing Outside Lines 50

Controlling Access to Outside Lines 50 Displaying Outside Line Information 51 Choosing Outside Lines 52

■ Using Features for Internal Use 52

Restricting Calls 52

Activating Don’t Split 54 Testing Phone System Components 55 Accessing Individual Console Operators 55 Using the Internal Directory 56 Assigning Main Console Operators 57 Leaving Messages 57 Retrieving Messages 58 Using Night Service 59 Routing Calls Economically 60

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Using Visually Impaired Attendant Service 63

5 Centralized Attendant Service 65

■ Identifying Differences

in a CAS Environment 65

Using CAS-Associated Tones 66 Using a CAS Display 66 Using CAS Operating Procedures 67 Transferring CAS Calls 67 Placing Calls on Remote Hold 68 Using CAS Backup Service 68 Using CAS Night Service Operations 68

6 Routine Maintenance 71

■ Testing the Console 71

■ Cleaning Your Console 72

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■ Commercial Power Failure 72

GL Glossary and Abbreviations 73 IN Index 79

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DEFINITY® Enterprise Communications Server Release 7 Console Operations

Introduction

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Introduction

If you are a console operator, this book is for you! It is designed to show you the physical layout of your computer, how to perform standard and specialty functions, and how to maintain and clean your console. It also provides information specific to operating your console in a Centralized Attendant Service (CAS) environment.

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NOTE:

This guide does not cover operations associated with Hospitality Services and Automatic Call Distribution (ACD). Information on these groups of features can be found in the following documents:

■ DEFINITY Enterprise Communications Ser ver and GuestWorks

Release 7 — Hospitality Operations, Issue 5, 555-230-723

■ DEFINITY Enterprise Communications Server Generic 1, Generic

3, and System 75 — Automatic Call Distribution (ACD) Agent Instructions, Issue 5, 555-230-722

■ DEFINITY Enterprise Communications Server Generic 1, Generic

3, and System 75 — Automatic Call Distribution (ACD) Supervisor Instructions, Issue 4, 555-230-724

■ DEFINITY Enterprise Communications Server Release 7 —

Console Operations Quick Reference, Issue 3, 555-230-890

The rest of this book includes:

■ Chapter 2, ‘‘Understanding the Console Layout’’ describes and illustrates

the basic and enhanced versions of the two console models. It also describes informat ion that a ppears on the console ’ s display and t ones hea rd at the console.

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■ Chapter 3, ‘‘Operating the Console’’ contains step-by-step instructions for

placing calls, tr ansferring cal ls, placing callers on hold, placing conference calls, and handling emergency calls.

■ Chapter 4, ‘‘Using the Features’’ describes of features associated with the

console and provides step-by-step instructions where applicable.

■ Chapter 5, ‘‘Centralized Attendant Service’’ describes CAS operations for

handling CAS calls, CAS night service, and CAS backup procedures.

■ Chapter 6, ‘‘Routine Maintenance’’ descri bes routine procedure for t esting

the console, cleaning the console; also contains information for handling the console after a commercial power failure.

■ Glossary and Abbreviations provides an alphabetical listing and brief

definitions of words and terms used with the attendant console and communications systems.

■ Index provides an alphabetical listing of the information within this guide.

For ease of use, all key words within a title or term are listed.

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2Conventions Used in This Document

Conventions Used in This Document

■ Console buttons are shown as: CANCEL

■ Console lamps are shown as: Attd

■ Alphanumeric displays appear as:

a= TOM BROWN 3062

Security Measures

For detailed information on securing your systems from unauthorized use please refer to BCS Products Security Handbook. This document addresses security issues related to consoles including:

■ Procedures for console operators when they receive hangup or silence calls

■ Physical security

■ Class of service

■ Facility restriction levels and alternate facility restriction levels

■ Console operator-controlled phones

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Introduction

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■ Rerouting calls to console operators

■ Changing barrier codes

■ Sending calls to console operators

■ Console operator-controlled remote access

■ Sending reports to console operators

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3Security Measures

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Introduction

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4Security Measures

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DEFINITY® Enterprise Communications Server Release 7 Console Operations

Understanding the Console Layout

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Understanding the Console L ayout

Your console is a powerful communications tool. With it, you function as a communications hub by managing calls and performing a variety of special functions. The goal of this chapter is to familiarize you with the console layout.

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5Physical Layout of Your Consol e

At the end of this chapter, you will be able to describe the layout of your console.

Physical Layout of Your Console

At first glance, your console may look like an oversized phone with a few too many buttons and lamps (lights). While your console can func ti on l ike a phone, it also manages several additional functions. In fact, your console, with its many buttons and lamps, has functional groups designed to manage outside lines, incoming calls, and special features.

Two types of consoles are described in this chapter: the 302A/B and the 302C console. The following section contains drawings of 302A/B and 302C consoles followed by information on their layout.

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6Physical Layout of Your Consol e

Figure Notes:

Cont

Warnin g

Busy

Select Volume

Cont

Warnin g

Busy

Ringer

CallsWaiting

ABC

GHI

JKL

PQRS

TUV

Oper

Tes t

CallsWaiting

DEF

Warni ng

Individual

MNO

CallsWaiting

WXYZ

Alarm

Alarm Reported

Posit ion Available

On Hold

Start ReleaseCancel

phdg302b KLC 031899

1. Lamp Test Switch 8. Display

2. Handset 9. Select Button

3. Handset Cradle 10. Volume Control Buttons

4. Call Processing Area 11. Outside-line Buttons

5. Outsi de-line Butt ons 1 2. Feature Buttons

6. Warning Lamps and Call Waiting

13. Call Appearance Buttons

Lamps

7. Display Buttons

Figure 1. 302A/B Console

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7Physical Layout of Your Consol e

Control Warning Busy

CallsWaiting

DEF

ABC

GHI

JKL

PRQS

TUV

CallsWaiting Warning

MNO

Individual

CallsWaiting

Alarm

WXYZ

Alarm Reported

Positio n Available

Cancel Start Release

Select Volume Date Time

Control Warning Busy

Forced Release

Split Hold

Ringer

Night Pos

Busy

phdg302c KLC 031199

Figure Notes:

1. Handset 7. Display

2. Handset Cradle 8. Select Button

3. Call Processing Area 9. Volume Control Buttons

4. Warning Lamps and Call Waiting

10. Outside-line Buttons

Lamps

5. Outsi de-line Butt ons 11. Feature Buttons

6. Display Buttons 12. Call Appearance Buttons

Figure 2. 302C Console

Outside-Lines Buttons Area

The outside-lines buttons area allows you to choose an outside line or can be dedicated for paging system users. The outside-lines buttons area includes:

■ Labeled buttons representing outside lines

■ A Busy lamp that lights when all outside lines are busy

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■ A Warning lamp that lights when a predetermined number of outside lines

are busy

■ A Control la mp indicating th at an outside line is in use

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8Physical Layout of Your Consol e

Figure 3. Sample Outside-Lines Buttons Area

Call Appearance Buttons

The call appearance buttons allow you to answer calls, place calls, or place calls on hold. It includes:

■ A call appearance button for answering or placing calls

■ An Atnd lamp that lights when you answer or place a call. This lamp

flashes when an incoming call comes to the console, or when a transferred call returns to the console .

■ A Hold lamp that lights when you place a call on hold. This lamp flashes

when a call remains on hold longer than the acceptable time limit that is programmed on your console.

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Figure 4. Call Appearance Buttons and Lamps

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9Physical Layout of Your Consol e

Dialing Keypad

The dialing keypad has several buttons and lamps used for processing calls or notifying you of calls that are waiting to be answered, system-detected alarms, and lines that are available for placing calls.

Figure 5. Call Processing Area

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The call-appearance buttons allow you to:

■ Cancel a call

CANCEL button allows you to abort a call procedure without

The disconnecting parties who are on the line.

■ Start a call

START button allows you to initiate a call or to transfer a call.

The

NOTE:

If you have Autostart, you can begin a call without pressing any button.

■ End a call

RELEASE button disconnects you from a call and prepares the console

The for the next call.

The Call Processing lamps notify you that the following conditions exist:

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Table 1. Call Processing Indicators

Lamp Name Condition Meaning Action

Alarm Lighted Maintenance required System automatically

contacts your maintenance provider

Alarm/ Alarm Reported

Lighted

Successful communication to your

n/a

maintenance provider

Unsuccessful communication to your

Flashing

maintenance provider

Contact your system manager

Maintenance problem resolved

Dark

Calls Waiting Lighted Call is waiting to be

answered

n/a Answer call at your ea rliest

convenience

Continued on next page

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Table 1. Call Processing Indicators (Continued)

Lamp Name Condition Meaning Action

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11Physical Layout of Your Consol e

Calls Waiting

Lighted Maximum number of

Warning

Individual Calls

Lighted Call to your personal

Waiting

Pos Avail Lighted

Dark

calls are in the waiting queue

extension needs to be answered

Console available for incoming calls

One of the following conditions exists:

■ You are on a call.

■ A call has arrived at

the console.

■ The handset or

headset is unplugged.

■ You pressed the

POS BUSY button.

■ You placed the

system in night-service mode.

Answer calls as soon as possible or get assistance

Answer call as soon as possible

n/a

Features

Continued on next page

The features area of your console allows you to perform standard and specialty operations. Your console is configured wit h fe at ure s pur cha sed by your compa ny. Your system manager can provide a list of features available to you. For specific feature information, refer to Chapter 4, ‘‘Using the Features’’

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Figure 6. Feature Button Area

The Display

The alphanumeric display provides information about callers, called parties, call status, and call features. Your console has 9 buttons in the display area that function as different modes for viewing information. On the basic console, they are located on the display module. On the enhanced console, they are located on the main console.

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Figure 7. Display

These display mode buttons are as follows:

NOTE:

Your system manager may change the function of each button.

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■ NORMAL MODE (comes with every console)

This button displays ca ll-r elate d inf ormati on for act iv e, incoming call s and console-origina ted calls. For more infor mation on informatio n that displays in normal mode, refer to Displaying in Normal Mode

■ INSPECT MODE

later in this chapter.

This button displ ays call -relate d info rmation f or hel d calls whe n you are o n another call.

■ DATE TIME

This button displays the current time of day and date for five seconds.

■ TIMER (Elapsed T im e)

This button displays elapsed time in hours, minutes, and seconds. Timing begins when you press the T

IMER button and stops when you press the

button again. The elapsed time information disappears when you press the button a third time.

■ COVER MSG RT (Coverage Message Retrieval)

This button retrieves Leave Word Calling (LWC) messages for system users. Leave Word Calling allows callers to leave messages for called parties on a message system that you can access from your console.

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a= TOM BROWN 3062

b= OUTSIDE CALL 8

Console Operations

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■ NEXT MSG

This button displays the next stored LWC message. If you are in Cover Msg Rt mode, the display shows END OF MESSAGES or NEXT TO REPEAT. If you are in Integrated Directory mode, it displays the next

caller’s name.

■ DELETE MSG (Message)

This button deletes the displayed message.

■ INTGRTD DIRECTORY (Integrated Directory)

This button displays users’ names and extensions from the system directory.

■ MAKE CALL

This button automatically returns calls from messages left in LWC. It also automatically calls currently-displayed Integrated Directory listings.

■ STORED NUMBER

This button displays the code required for accessing an outside line (usually a 9 ), or the exte nsion number of the facility that the monitors. To access this information:

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14Physical Layout of Your Consol e

BUSY button

1. Press the

2. Press the

Displaying in Normal Mode

Call-related information includes:

■ Incoming-call button associated with the call

One of six buttons, labeled a through f, lights when a call comes to your console. In the following sample, the lamp that lights is a.

■ Caller identifica ti on

For internal calls, the display shows the caller’s name or the identification assigned to the phone in use, and the caller’s extension. In the following sample, the caller is Tom Brown who is at extension 3062.

For outside calls, the display shows the kind of outside line used and the outside line’s assigned access code. In the following sample, the access code for the local outside line is 8.

STORED NUMBER button BUSY button.

■ Called-party identification

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b= WATS 101

a= JEFF MORROW 4032

a= 3304

a= 3304 COVER

Console Operations

Understanding the Console Layout

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For incoming calls, the display shows the called party’s name and extension. In the following sample, the called party is Liz Via who is at extension 4328.

e= OUTSIDE CALL to LIZ VIA at EXT 4328

For outside calls, the display shows the kind of outside line used and the outside line’s access code. In the following sample, the ac cess code th e line used is a WATS line, with access code 101.

■ Calling party identification for outbound calls

For an outgoing call, the display shows the called party’s name and extension. In the following sample, the called party is Jeff Morrow who is at extension 4032.

If only name information is available, the following dis plays.

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If only number information is available, the following displays.

a= 3304 3304

If neither the name or the number is availab le, the following displays.

a = OUTSIDE LINE NAME TRUNK ID

If the call gets redirected, the following displays.

System user’s calling privileges

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Your system manager assigns calling privileges for all system users. A 2-digit number assigned by your system manager, followed by a hyphen

and 4-alpha characters that identify the user’s calling privileges. The 4-alpha characters are listed in Table 2

Table 2. Calling Privilege Identifiers

4-alpha character Meaning

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16Physical Layout of Your Consol e

ORIG OTWD

The user cannot place any calls from their phone. The user cannot place calls on outside lines from their

phone.

TOLL

The user cannot place long distance calls from their phone.

NONE

■ Call purpose

The user has no calling restrictions.

Call-purpose inf or m ati on identifies features that are in use. Table 3 call-purpose identifiers.

Table 3. Call Purpose Identifiers

Identifier Description

or b Displays when called parties do one of the following:

defines

■ Do not answer

■ Send their calls to coverage

■ Are active on a call that uses temporary bridged appearance

An internal user who doesn’t have calling privileges for outside lines attempts to make an outgoing call.

An internal u ser who doesn’t have interna l calling privileges attempts to make a call to anot her internal phone.

A caller attempts to call a user who cannot receive calls.

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Table 3. Call Purpose Identifiers (Continued)

Identifier Description

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17Physical Layout of Your Consol e

f ic

n na rc rt sc

Displays when called parties do one of the following:

■ Do not answer

■ Send their calls to coverage

■ Are unavailable and have a temporary bridged appearance.

System users forward their calls to you. The system redirects calls to you due to a problem with the

system or because your system manager has programmed calls made to specified extensions to come to you.

Incoming calls that are listed in the phone book and are placed directly to a system user’s extension.

Night service is on and the call goes to the night service station. Consoles are in night service mode. A held call re turns to the con sole. An unanswered, transferred call returns to the console. A caller places repeated calls on the same line without

disconnecting. Displays when a called system user temporarily sends all their

calls to coverage.

A caller attempts to make an outgoing call on an outs ide lin e that you control. The call redirects to you.

■ Call status

Call-status displays the phone call’s current status. Table 4 status indicators and describes wh en they occur.

identifies call

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Table 4. Call Status Identifiers

Identifier Description

Ringing The dialed call rings. Wait The Attendant Call Waiting feature is available.

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Wait, [I] Intrusion Allowed

Busy An extension is busy or out of service and neither the

Busy, [I] Intrusion Allowed

NOTE:

If your system has Integrated Services Digital Network (ISDN) — Primary Rate Interface (PRI ), refer to Chapter 4, ‘‘Using the

Features’’, for display information associated with ISDN-PRI.

Ringer-Volume Control Area

The ringer-volume control area provides volume control for:

The Attendant Call Waiting and Intrusion features are available.

Attendant Call Waiting nor the Intrusion features are allowed.

An extension is bus y or out of servic e and the Attendant Call Waiting feature is not allowed.

■ Incoming calls

■ Timed reminder tones (notification that a call needs additional attention)

■ Call waiting tones (notification that a call is waiting to be answered)

■ Emergency access to attendant calls (not Crisis Alert calls)

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Figure 8. Ringer Volume Control Area (enhanced console)

The ringer volume control area has an (up) button, a (down) button, and a

SELECT button. To adjust the volume on your console:

1. Press and release the (up) button) or (down) button to activate the

display.

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19Physical Layout of Your Consol e

The display exhibits a bar graph and identifies the tone to be adjusted.

2. Press the

3. Press and release the (up) button to increase the volume or the

(down) button to decrease the volume.

4. Press any other button on the console to complete or cancel this task.

Selector Console

The Selector Console allows you to transfer calls and determine the status of an extension. It has two groups of buttons and lamps: the Hundreds Group Select (HGS) and the Direct Extension Selection (DXS) with Busy Lamp Field (BLF).

The basic console has 8 HGS butt ons; t he enhan ced console has 20. You use them in conjunction with the DXS buttons to dial an extension. For example, if you wish to transfer a call to extension 3452, press the HGS button labeled 34, then press the DXS button labeled 52.

The 100 DXS buttons are labeled from 00 to 99. When combined with the HGS buttons, they provide up t o 800 possibl e extensi ons for the basic cons ole and up to 2000 possible extension s for the enhanced console. For mo re i nf ormat i on on how to transfer calls, refer to ‘‘Transferring Call s to Internal E xtensions’’ on page 24

SELECT button to choose the type of tone that you wish to adjust.

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20Physical Layout of Your Consol e

Figure 9. Selector Console Area

Determining Extension Number Status

You can determine the status of an extension by pressing the two buttons necessary to complete the extension and looking at the lamp to the left of the appropriate DXS button.

■ If the lamp is dark, the extension is idle.

■ If the lamp is lighted, the extension is in use. You can still transfer a call if

system users have more than one line available. Ask your system manager about the phones in your company.

■ If the extension is busy, you hear a busy tone.

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■ If a station has the SAC feature active and is busy, the DXS/BLF lamps

remain steady until the station is no longer busy. At that time, the lamp goes to a flashing mode. The PC Console alerts by changing colors on the icon for the associated extension.

Tones Heard Through Handset or Headset

When you operate the co nsole, you hear tones t hr ough the handset or he adse t t hat can indicate progress or status of a call, or identify types of incoming calls. Table

5 describes the tones available on your console.

Table 5. Ringing and Tones Descriptions

Tone Name Pitch Frequency Meaning

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21Physical Layout of Your Consol e

Ringback Low 15 times a

minute

Special

Low Single Calls are waiting to be answered.

A transferred call comes back to the console.

Ringback Busy Low 60 times a

The called extension is busy.

minute

Fast Busy Low 120 times a

minute

A caller dialed an incorrect number or called a phone that cannot be called.

Confirmation n/a Three short

bursts

Coverage n/a One short

burst

Dial Low Continuous

The operation requeste d (acti vated or deactivated) is accept ed.

A call to one extension rings at a different extension.

A phone is ready to use.

steady tone

Intercept On-Off,

high and low

Reorder Low 120 times a

Siren-type

“Dee-Do”

minute

A caller dialed a number incorrectly or called a phone that cannot be called.

All trunks within a particular trunk group are busy or that a requested feature is not available.

Continued on next page

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Table 5. Ringing and Tones Descriptions (Continued)

Tone Name Pitch Frequency Meaning

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22Physical Layout of Your Consol e

Call Waiting Ringback

Incoming Call Ringing

Calls Waiting (Queued Calls)

Timed Reminder (Attendant Recall)

Emergency Access Ringing

Low 15 times a

minute with decreasing volume during the last 0.2 second

On-off,

0.5 second An incoming call is waiting to be

low On-off,

0.25 second One or more incoming calls are

low

high On for 0.5

second; off for 1 second

On-Off,

Siren-like A tone that indicates an emergency. high and low

A call is waiting at the console and the called party has been not ifie d th at the call is waiting.

answered.

waiting to be answered.

A single-party call is on hold for longer than the time allowed by your company . Th is tone al so occu rs when someone on a conference call calls you or an unanswere d tran sferre d call returns to you.

This ringing tone is heard on the latest models of the basi c consol e and all models of the enhanced console.

Continued on next page

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Operating the Console

As a console operator, you spend the majority of your day placing calls, transferring calls, and putting callers on hold. You might also place a conference call or handle communications for an unexpected emergency. This section describes and provides step-by-step procedures for these operations. Before you read the rest of thi s sect ion, ch eck with yo ur syste m manage r to see if yo u work i n a Centralized Attendant Service (CAS) environment. If you work in a CAS environment, be sure to read Chapter 5, ‘‘Centralized Attendant Service’’

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This chapter refers to “principal” consoles. A principal console is the main console used at your company. If your company has only one console, it is considered to be the principal console. If your work environment utilizes more than one console, your system manager assigns one console as “principal.” Principal consoles can control features, such as night service, for all consoles in the system.

At the end of this chapter, you will be able to:

■ Identify standard features available on your console

■ Perform standard functions available on your console

For additional information on console operations, refer to DEFINITY ECS Console Operations Quick Reference.

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Activating the Console

Activating the console refers to preparing the console for human control. To activate the console:

1. Plug in the handset or the headset.

2. Select one of the following two options:

■ If you are at the principal console, press the NIGHT button if the

Night lamp is lit.

■ If you are not at the principal console, press the POS BUSY but ton .

Deactivating the Console

Deactivating the console refers to preparing the console to operate automatically after hours.

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24Activating the Console

To deactivate the console:

1. Select one of the following two options:

■ If you are at the principal console, press the NIGHT button.

■ If you are not at the principal console, press the POS BUSY but ton.

2. Unplug the handset or the headset.

Transferring Calls to Internal Extensions

You may receive outside calls that you need to transfer to internal extensions or internal callers may need for you to transfer them to an extension. The process for both types of calls is the same.

To transfer calls to internal extensions:

1. Press the lighted call appearance button.

2. Greet the caller.

3. Press the

START button.

NOTE:

If the Auto Start feature is administered at your console, you do not need to press the

START button.

4. Press the desired buttons on the selector console to dial the desired extension.

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5. Select one of the following options:

■ Press the RELEASE button as soon as the call starts to ring.

■ Announce the call to the called party.

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— If the called party accepts the call, press the — If the called part y de cline s to t alk t o the c al ler, press the

button to reconnect to the caller. Follow your company’s procedures for taking messages.

— Press the

RELEASE button.

■ If the called party is busy or does not answer, press the CANCEL

button to reconnect with the caller.

■ Follow your company’s procedures for taking messages.

■ Press the RELEASE button.

Transferring Calls to Outside Numbers

You may receive calls that you need to transfer to outside calls from internal callers or you may need to transfer one outside call to another outside number. The process for both types of calls is the same.

To transfer a call to an outside number:

RELEASE button.

SPLIT

1. Press the lighted call appearance button.

2. Greet the caller.

3. Access an outgoing line by press in g an outs id e li ne button or by dialing an outside line access code (many companies use 9 to access an outside line).

4. Select one of the following options:

■ Press the RELEASE button if the caller plans to complete the call.

■ Dial the desired party using the dialing keypad, then press the

ELEASE button as soon the call starts to ring.

■ Announce the call to the called party.

— If the called party accepts the call, press the R

ELEASE button.

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— If the called party decl ines to ta lk to the caller, press the SPLIT

button to reconnect to the caller. Follow your company’s procedures for taking messages.

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26Placing Callers on Hold

Press the R

■ If the called party is busy or does not answer, press the CANCEL

button to reconnect with the caller.

■ Follow your company’s procedures for taking messages.

■ Press the RELEASE button.

Exceptions:

Two conditions impact your ability to transfer callers to outside parties. You cannot transfer calls to outside parties if:

■ All outside lines are busy.

■ The caller does not have calling privileges for the outside line requested.

Placing Callers on Hold

You can place up to 6 calls on hold. You should place caller s on hold if you canno t service them immediately, or if you need to get back to the caller with information.

ELEASE button.

To place a call on hold:

1. Press the lighted call appearance button.

2. Greet the caller.

3. Press the H

OLD button.

To reenter a call that is on hold :

1. Press the call appearance button that is on hold.

2. Talk to the party.

A single-party call that is on hold returns to the console automatically when it has been on hold for too long.

Connecting Two or More Callers

You can connect two or more parties with the attendant console. Connecting two or more callers is usually used for conference calls or to connect callers who cannot call each othe r.

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To use connect two or more parties:

1. Call internal or external party number 1.

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27Answering Emergency Calls

2. Press the S

TART button.

3. Call the internal or external party number 2.

4. Press the S

PLIT button. Both parties are connected.

5. Repeat steps 2 through 4 for additional parties.

6. Press the H

OLD button.

Answering Emergency Calls

You may need to manage communication for an emergency. You can process emergency calls in th e same way as regular cal ls. However, the console alerts you of an emergency call with the following infor mation:

■ The Emergency lamp flashes.

■ The siren-like emergency tone sounds.

■ The display identifies the calling party and shows EMERG.

Be sure to ask your system manager for the emergency procedures used in your company.

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Using the Features

You might find yourself working at an organization that requires you to know more than the standard operating procedures outlined in the previous chapter. For

example, you may be the guardian of your company’s long distance calls.

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29Speeding Up the Console

This chapter covers features available at your console. You may not have every feature described in this chapter. To obtain a list of your company’s features and their associated access codes, check with your system manager.

Information for each feature discussed in this chapter includes a brief feature description, an example th at illu strates the feature, th e feature’s official name, and step-by-step procedures for using the feature.

The examples in this chapter are based on a f ictitious company, Widgets, Inc., that produces self-cleaning bathtubs. The console operator for Widgets, Inc., Pat, manages calls for this 500-employee company.

Speeding Up the Console

Your system manager can program features described in this section to save time in a fast-paced envi ronment . Fea tures in thi s sect ion reduc e the n umber of button s you must press to complete an operation.

Using Auto Start

You can initiate a calling procedure by pressing any button on your dial keypad without pressing the

START button.

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Example

Phone calls to W id gets, Inc . exce ed 300 per day. Pat scrambles constantly to meet the demands of incoming calls. The system manager, Kelly Ratliffe, programs Auto Start to save Pat precious seconds.

Feature Name

Auto Start

Procedures

Your system manager programs this feature into your console to occur automatically.

Speed Dialing

With speed dialing, you can dial a frequently-used number by entering a code or pressing a button. You can use it to:

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30Speeding Up the Console

■ Place local, long-distance, or international calls

■ Activate features

■ Access computer equipment at another location

Example

Pat orders of f ic e supplies for the exe cutive offices. She purchases al l Widget, Inc. supplies from the same vendor. So, Pat asks the system manager Kelly Ratliffe to

add the vendor’s number to the abbreviated dialing list. Kelly programs the new number and gives Pat the code assigned to the vendor’s number. Now, Pat dials *12 every time she wants to call the office supply vendor.

Feature Name

Abbreviated Dialing

Procedures

To use speed dialing:

1. Obtain an abbreviated dialing list from your system manager.

2. Press the code or button assigned by your system manager to reach a desired number.

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Holding Calls Automatically

Your console automatically places a call on hold when you answer another call.

Example

Widgets, Inc. is conducting an infomercial on their self-cleaning bathtubs. Pat’s console is unusually bu sy. So, the system manager , Kell y Rat l iffe, programs Pat’s console to place calls on hold automatically when Pat answers another cal l . Pat answers the first incoming call and asks the party to hold. Then she presses the

CALL APPEARANCE button for the next incoming call, placing the first caller on

hold.

Feature Name

Hold-Automatic

Procedures

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Your system manager programs hold-automatic to work on all consoles in your system.

Handling Multiple-Party Calls

This section covers features associated with connecting 2 to 5 callers on one call. It includes connect ing call ers, parking callers , lock ing the console operator ou t of multi-party calls, accessing operators from a conference call, and paging system users to add them to an existing conference call.

Connecting Multiple Callers

You can connect up to five callers on a single call.

Example

Two bathtub distributors want identical contract upgrades with Widgets, Inc. Company president Randy Foxwort hy commissions Pat to set up a con ference call with him, two sales representatives, and the two distributors. Pat uses the procedures listed below to connect all five callers.

Feature Name

Attendant Conference

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Procedures

To place a conference call:

1. Call internal or external party number 1.

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2. Press the

START button.

3. Call the internal or external party number 2.

4. Press the

SPLIT button. Both parties are connected.

5. Repeat steps 2 through 4 for additional parties.

6. Press the

HOLD button.

Locking Out the Console Operator

Your system manager programs the console to prevent you from reentering a multi-party call th at you ini tiat ed. Part ies on t hes e call s, howeve r, can contact you.

Example

Widgets Inc. is undergoing a merger. Company president Randy Foxworthy requests numerous con ferenc e call s to discus s highl y confid entia l info rmat ion. To protect the confidentiality of the conversations, the system manager, Kelly Ratliffe, programs the console with Attendant Lockout. Because no one can enter the conference call, Randy can conduct his calls with guaranteed privacy.

Feature Name

Attendant Lockout

Procedures

Your system manager programs this feature into your console to work automatically. If you try to reenter the call, the Hold lamp for this call:

1. Flutters for 2 seconds

2. Returns to a solid, lighted state

Recalling the Console Operator

System users who are on multi-party calls that are held at the console can recall you for assistance.

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Example

Robert Planter, vice president of public relations, is on a conference call with musician, Larry Browning, and stand-up comedian, Cindy Wittner, to plan for a community fund-raising event. Robert wants Larry and Cindy to present their ideas to coworker Jay Winstead so Robert calls Pat to add Jay to the call.

Feature Name

Attendant Recall

Procedures

To recall the operator from multi-party calls from a phone with one line:

■ Press the RECALL button.

■ Flash the switch hook.

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To recall the operator from multi-party calls from a phone with more than one line:

■ Press the CONFERENCE button.

■ Press the TRANSFER button.

Paging with Deluxe Voice Paging

This feature combines Call Park and Loudspeaker Paging features. With deluxe loudspeaker paging, you can page a system user to call the extension where their call is parked or have them call you. If the system user calls you, you can add them to an existing conference call.

You can page called parties in up to nine locations or use a single, designated access code or button to page the called party in all 9 locations at once. Your system manager designates codes for each paging zone by assigning:

■ Outside line buttons (see Table 1 on page 6 or Table 2 on page 7 for more

information) to function as paging buttons

■ A sequence of numbers on your dial keypad that serves as the paging

access code

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Example

Robert Planter, vice president of public relations, is on a conference call with musician, Larry Browning, and stand-up comedian, Cindy Wittner, to plan for an upcoming community fund-raising event. Robert wants Larry and Cindy to present their ideas to executive vice president Cathi Henrique. Pat pages Cathi. When Cathi answers her page, Pat adds her to the existing conference call.

Feature Name

Loudspeaker Paging Access — Deluxe

Procedures

To page individuals:

1. Tell the caller that you are going to page the called party.

2. Press one of the following:

■ PAGE 1 through PAGE 9

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■ PAGE ALL, if provided

■ Keypad buttons to dial an access code

3. Page the called party, telling them which extension to call to get their call. If you plan to connect the paged party to an existing conference call:

1. Tell them to call your extension.

2. Press the line where the conference call resides.

3. Press the

4. Press the

SPLIT button. HOLD button.

Unanswered pages return to you for further assistance. If the allotted time for paging announcements expires during the page, the call disconnects and you hear an intercept tone (alternating high-low, siren-like tone or fast busy tone).

Answering Calls for Another Party

This section covers ways to answer calls from your phone when they ring to a different phone. It includes features that your system manager sets up to operate automatically and features that you must set up each time you use them.

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Backing Up the Console Operator

Your system manager can program your overflow calls to ring to one or more designated phone.

Example

The marketing department just launched an infomercial about Widget, Inc.’s self-cleaning batht ubs. Consequen tly, the phones are “ringing off the hook”. Chri s answers Pat’s overflow calls at his own phone.

Feature Name

Attendant Backup

Procedures

Your system manager programs this information into your console to occur automatically.

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Routing Calls Through the Console Operator

Your system manager can designate up to 50 listed directory numbers to come directly to you.

Example

Widgets, Inc. president Randy Foxworthy wants Pat to screen all calls for him. Kelly Ratliffe, system manager, programs all of Randy’s calls to come directly to Pat. When a salesman calls, Pat takes a message. When Randy’s wife calls, Pat sends the call through to Randy.

Feature Name

Multiple Listed Directory Numbers

Procedures

Your system manager programs this information into your console to occur automatically.

Covering Calls from the Console

Your system manager designates unanswered calls to specified phones to ring through to you.

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Example

Widgets, Inc. takes great pride in providing human contact for all persons calling customer service representatives. The system manager, Kelly Ratliffe, has programmed all customer service representative phones to go to coverage. When Suzanne Jones, customer service representative, is busy on a call, an incoming call routes to Pat.

Feature Name

Call Coverage

Procedures

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Table 6

describes the information that displays on your display when call

coverage calls come to your console.

Table 6. Call Coverage Display Information

Display Meaning

or b The called party is already on a call. Your console displays the

Forwarding All Calls

You can forward all calls or remove forwarding for all calls for any extension in the system except the console.

Exception:

caller’s number and the unanswered phone’s number. Nobody answered this phone or the calling party sent the call to

coverage. Your console displays the caller’s number and the unanswered phone’s number.

All calls that come to this number are sent temporari l y to cov era ge.

Ask your system manager if you work in a Distributed Communications System (DCS) environment. If you do, the forwarded-to telephone number must not:

■ Be longer than 10 digits. The 10 digits can include a 3-digit access code

followed by a typical 7-digit telephone number.

■ Include authorization codes. Authorization codes cannot be in the

forwarded-to telephone number.

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Example

Bob Sisterkey, quality assurance speci al ist at Widgets, Inc., had to leave the o f fi ce in a hurry for a personal emergency. He is expecting an important phone call, so he calls Pat and asks her to forward his calls to another member of his team. Pat uses the call forwarding all calls procedures to forward his calls to his team member.

Feature Name

Call Forwarding All Calls

Procedures

To forward all calls for an extension:

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To deactivate call forwarding all calls for a particular extension:

Parking Calls

1. Press the

START button.

2. Dial the forwarding all calls access code.

3. Dial the extension of the phone to be forwarded.

4. Dial the forwarded-to number.

5. Select one of the following options:

■ If you hear a confirmation tone (3 short bursts of tone) indicating

that the procedure is successful, press the

■ If you hear an inte rcept tone ( al terna ting hi gh-lo w, siren-like tone or

fast busy tone) indicating that the procedure is unsuccessful, press

CANCEL button to try again.

the

1. Press the

START button.

2. Dial the forwarding all calls access code.

3. Dial the extension you want to deactivate.

4. Press the

RELEASE button.

You can put an incoming call on hold at one extension, then retrieve it from any other phone in the system. Your console has up to 10 dedicated extensions for parking calls.

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Example

Rick Foylund, company arbit rato r, is away from hi s desk when a call comes in for him. Pat pages Rick to tell him that he can call extension 5432 to answer his call.

Rick dials his company’s call park feature access code then 5432 to answer his call.

Feature Name

Call Park

Procedures

To park a call:

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1. Press the

START button.

2. Select one of the following options:

■ Dial the Call Park access code.

■ Press the button your system administrator assigned to call park.

3. Use the dial keypad or the selector console to dia l t he e xte nsi on where you want to park the call.

4. Select one of the following options:

■ If you hear a confirmation tone (3 short bursts of tone), the call is

parked. Press the

■ If you hear a busy tone, a call is already parked at the dialed

extension. Press the

Paging for Called Parties

This section covers 3 methods for paging system users and includes Call Park information necessary for 2 of these methods.

RELEASE button.

CANCEL button to try again.

Parking Calls

You can put an incoming call on hold at one extension then retrieve it from any other phone in the system. Your console has up to 10 extensions dedicated for parking calls.

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Example

Rick Foylund, company arbit rato r, is away from hi s desk when a call comes in for him. Pat places the call on hold at one of her 10 call park extensions. Pat pages Rick to tell him the number to dial to answer his call.

Feature Name

Call Park

Procedures

To park a call:

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1. Press the

2. Select one of the following options:

3. Use the dial keypad or the selector console to dia l t he e xte nsi on where you

4. Select one of the following options:

Chime Paging

When called parties are not at their phones, you can page them with coded chime

signals. The chimes coincide with the paged party’s extension. For example, paging someone from extension 113 generates chimes that:

START button.

■ Dial the Call Park access code.

■ Press the button your system administrator assigned to call park.

want to park the call.

■ If you hear a confirmation tone (3 short bursts of tone), the call is

parked. Press the

■ If you hear a busy tone, a call is already parked at the dialed

extension. Press the

RELEASE button.

CANCEL button to try again.

1. Chime once followed by a pause

2. Chime once again followed by a pause

3. Chime three successive times followed by a pause

The chime sequence repe ats up to 3 ti me s. I f t he pa ged pa rt y does not answer, the call returns to you for furth er assistance.

You can page called parties in up to 9 locations or use a single, designated access code or button to page the called party in all 9 locations at once. Your system manager designates codes for each paging zone by assigning:

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■ The outside line buttons to function as paging buttons

■ A sequence of numbers on your dial keypad that serves as the paging

access code

Example

Rick Foylund, company arbit rato r, is away from hi s desk when a call comes in for him. Pat pages Rick with code calling access. Rick hears his extension, 113, chimed and calls Pat to answer the page.

Feature Name

Code Calling Access

Procedures

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To page using chimes:

1. Tell the caller that you are going to page the called party.

2. Press the

START button.

3. Dial the code calling access code.

4. Dial the paged party’s extension.

5. Select one of the following options:

■ If you hear a confirmation tone (3 short bursts of tone), the call

parks on paged party’s extension, and the system pages the called party.

— T o drop out of the call befo re the paged and c alling part ies are

connected, press the

RELEASE button.

— To establish a 3-way ca ll, wait for the called party to answer;

then press Sp lit.

— To hold the call on the console, press the

■ If you hear a busy tone, press the CANCEL button.

— Report that the line is bu sy to the caller.

HOLD button.

— Take a message. — Press the

RELEASE button.

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Paging with Voice Paging

When called parties are away from their phones, you can page them with loudspeaker paging by parking their call then voice paging them to the extension where you parked their call. If called parties do not answer their pages, their calls automatically return to you for further assistance.

You can page called parties in up to 9 locations or use a single, designated access code or button to page the called party in all 9 locations. Your system manager designates codes for each paging zone by assigning:

■ Outside line buttons to function as paging buttons

■ A sequence of numbers on your dial keypad that serves as the paging

access code

Example

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Rick Foylund, company arbit rato r, is away from hi s desk when a call comes in for him. Pat parks the call for Rick and pages him to let hi m know which extens ion he needs to call to answer the page.

Feature Name

Loudspeaker Paging Access

Procedures

To page individuals:

1. Tell the caller that you are going to page the called party.

2. Press one of the following:

3. Page the called party, to tell them whic h extension to call to answer th eir

■ PAGE buttons

■ PAGE ALL button, if provided

■ Keypad buttons to dial an access code

call.

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Paging with Deluxe Voice Paging

This feature combines call park and loudspeaker paging. You can page a caller to call an extension or call you. You also can add a paged party to an existing conference call.

■ Outside line buttons to function as paging buttons

■ A sequence of numbers on your dial keypad

Example

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Feature Name

Loudspeaker Paging Access — Deluxe

Procedures

To page individuals:

1. Tell the caller that you are going to page the called party.

2. Press one of the following:

3. Page the called party and tell them which extension to call to answer their

■ PAGE

■ PAGE ALL, if provided

■ Keypad buttons to dial an access code

call. If you plan to connect the paged party to an existing conference call:

1. Tell them to call your extension.

2. Press the line where the conference call resides.

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3. Press the SPLIT button.

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4. Press the

HOLD button.

Assisting Callers with Special Tools

This section covers fea tures that allow you to provi de special as sista nce to calle rs. It includes w ays to hold call ers on the line, interrupt an existing call, override existing features designed to block incoming calls, assist callers who need to reach a series of system users, or manage emergency calls.

Using Call Waiting

When you transfer a call to a busy line, the call returns to the console until the busy line becomes available. When the busy line becomes available, the call automatically rings through. If the line does not become available, the call rings back to you fo r further atte ntion.

Example

A customer, John Steele, places a call to customer service representative Leah Hoffguard. Leah is serving another client, but hears a beep in her ear indicating

that she just received an incoming call. Pat notifies the caller that Leah’s line is busy. Leah brings her current call to closure and John’s call automatically rings through to her extension.

Feature Name

Attendant Call Waiting

Procedures

To notify callers that the party they called is busy:

1. Press the

2. Inform the caller that the called extension is busy, and that their call is

3. Press the

SPLIT button. The called party hears a call-waiting ringback tone.

waiting to be answered.

RELEASE button.

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4. One of the following options occurs:

■ The call automatically rings through when the busy line becomes

available.

■ If the line does not become available within the time preset by your

system manager, the call rings back to you. To try to transfer again, repeat steps 1 through 3.

Split-Swap

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You can alternate between active and split calls by pressing the

SPLIT-SWAP

button. This operatio n happens only if you have a split call and an act i ve c all , a nd both calls are in the talking state. If you press the

SPLIT-SWAP button during

non-talking states (for example, dialing, ringing states, and so forth), then the split-swap operation is denied. For outgoing trunk calls, the state of the trunk is considered to be in talking state once the trunk is cut-through or the trunk answer supervision timer times out.

SPLIT button lamp remains lit during the split-swap operation and the SPLIT

The button lamp flutters if the split-swap operation is denied. The Split-Swap lamp stays off during the split-swap operation.

During the split-swap operation, if you:

■ press the SPLIT button, then all parties are joined in conference and further

presses of the

■ press the RELEASE button, then the active call and the split call are

SPLIT button or the SPLIT-SWAP button are denied.

connected.

■ press the HOLD button, then the active call and the split call are connected,

and the connected call is put on hold.

■ press the CANCEL button, the n t he a ct ive wil l dro ps and the split away pa rt y

joins with you as the active call.

Example

George calls you and you press the this point, George is split away, and Harry and you are in conversation. If you wish to consult wi th George, but do not want Harry on t he same call wit h Ge orge, then you can press the is in conversation with you. If you press the will be active with you and George is split away.

Feature Name

Split-Swap

START button and dia l Harr y, who answers. At

SPLIT-SWAP butto n which will split Harry away a nd Geo rge

SPLIT-SWAP button again, then Harry

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Procedures

To activate split-swap:

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1. Press the

To deactivate split-swap, do one of the following:

1. Press the

2. Press the

3. Press the and the connected call is put on hold.

4. Press the joins with you as the active call.

Interrupting a Call

You can interrupt someone who is on a call.

Example

Telemarketer Sara Adams has a son, Rob, who just broke his leg. Rob’s high school coach calls Sara to let he r know tha t they a re taking Rob to the hospita l. Pat assists Rob’s coach by interrupting Sara’ s existin g call. Now Rob’s coach can talk to Sara.

SPLIT-SWAP button.

SPLIT button and all parties are joined in conference. RELEASE button and the act iv e call and t he sp li t cal l are conne cte d. HOLD button and the active call and the split call are connected

CANCEL button and the active call drops and the split away party

Feature Name

Attendant Intrusion

Procedures

To interrupt a call:

1. Dial the desired busy party.

2. Press the

3. Give message to called party.

4. Press the

Exception:

If you interrupt a call with a caller on your line:

■ Dial the desired busy party.

■ Press the INTRUSION button.

INTRUSION button.

RELEASE button.

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■ Press the SPLIT button.

■ Press the RELEASE button.

Overriding Diversion Features

Sometimes system users divert their incoming calls to another phone. For example, a user might forward calls to another extension for a lunch break. With this feature, you can bypass a diversion feature to access a desired party. Diversion features i nclude Send All Call s, Call Cov erage, Cal l Forward, and Bus y

Don’t Answer.

Example

The vice president of design and development, Renee Gebner, is working on a tight deadline. She needs uninterrupted time to complete her project, so she forwards all incoming calls to her voi ce mail. Pat receives an ur gent call fo r Renee and overrides the call forwarding that Renee implemented to reach her at her extension.

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Feature Name

Attendant Override of Diversion Features

Procedures

To override diversion features:

1. Press the

OVERRIDE button.

2. Dial the desired number.

3. Proceed with your current operation.

Emergency Notification to Digital Telephones

Your system manager dedicates one or more digital telephones to serve as emergency numbers. When syst em users dial an emer gency number (for example ,

911), these telephones get notified that an emergency call was made.

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Example

Edward Murrow, Wi dge ts , Inc . sal esma n, jus t fel l down a flight of s tai r s bre aki ng his leg. Tom Bronaw, who was nearby, calls the emergency extension. As soon as the call is made, all digital telephones with an assigned

notified with a continuous ring. The following information appears on Pat’s display:

e= TOM ROBERTS 3041 EMRGENCY

Feature Name

Crisis Alert — Every User Responds

Procedures

If you work for a company that has more than one digital telephone and you receive an emergency call, the following occurs at all digital telephones and the attendant console:

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CRSS-ALERT butto n are

1. The

2. Because each digita l stat ion must a cknowledge each ale rt, each user pus hes

3. The user records the crisis alert i nformation.

4. The user pushes the

Feature Name

Crisis Alert — Single User Responds

Procedures

If you work for a company that has more than one digital telephone and you receive an emergency call, the following occurs at all digital telephones and the attendant console:

1. The

CRSS-ALERT button flashes and a continuous ring alerts the designated

digital station. The display shows the current crisis alert, overwriting any current display.

CRSS-ALERT button, turning off the ringing and changing the lamp to a

the steady state.

NORMAL DISPLAY MODE button and the lamp turns off

and the display clears.

CRSS-ALERT button flashes and a continuous ring alerts the designated

digital station. The display shows the current crisis alert, overwriting any current display.

2. Because each digital station receives the alert, one user pushes the

CRSS-ALERT button, turning off the ringing and clearing the alert from all

other stations.

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3. The user records the crisis alert i nformation.

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4. The user pushes the

NORMAL DISPLAY MODE button and the lamp turns off

and the display clears.

Providing Emergency Notification to the Operator

Your system manager dedicates an attendant consoles to service emergency calls. When system users dial an emergency number (for example, 911), the console is notified that an emergency call was made.

Example

Jeff Springer, Widgets, Inc. salesman, has just suffered from a heart attack. Bill

O’Connor, who works nearby, dials 911. As soon as the call is made, the following information appears on Pat’s display:

a= TOM ROBERTS 3041 EMRGENCY

She also hears a siren-like tone.

Feature Name

Crisis Alert to Attendant Console

Procedures

If the attendant receives an emergency call, the following occurs:

1. The

CRSS-ALERT button flashes and a continuous ring alerts the attendant

console. The display shows the current cri sis al er t, overwriting any cur ren t display.

2. The attendant pushes the

CRSS-ALERT button, turning off the ringing.

3. The atten dant records th e crisis alert information.

4. The attendant pushes the

CRSS-ALERT button, changing the lamp to a steady

state.

5. The attendant pushes the

CRSS-ALERT button and the lamp turns off and the

display clears.

Providing Emergency Access to the Operator

Your system manager can administer the switch to allow emergency access calls to the attendant console operator.

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Example

Linda Mahoney, Widgets, Inc. spokespe rson, h as jus t suffered from a heart a ttack .

Tom Roberts, who works nearby, calls the company’s emergency access to attendant feature access code (FAC). As soon as the call is made, the following information appears on Pat’s display:

a=<Name> Ext<ext> 00 in EMRG Q

She also hears a siren-like tone.

Feature Name

Emergency Access to Attendant

Procedures

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If you work for a company that has more than one console and you receive an emergency call, the following occurs at all consoles:

1. A user takes the handset off-hook or dials the feature access code.

■ If the user took the handset off-hook, the call automatically rings at

the attendant console after a predetermined amount of time (usually 10 seconds after dial t one sto ps). The c all r ings at the cons ole wit h a louder-than-normal volume. If the guest dialed the feature access code, the call rings immediately at the attendant console.

■ The following displays:

a=<Name> Ext<ext> 00 in EMRG Q

2. Follow your local procedures for handling emergencies.

NOTE:

Even if the attendant console is in night service, the call still rings at the attendant console, but it can be answered at the backup telephone with Trunk Answer Any Station, or from a designated emergency redirection telephone.

Placing a Series of Calls

You can manage serial calls for parties who call y ou fro m outside l ines, needing t o speak to a series of system users without hanging up. With this feature, the caller returns to you whe n the fir st call ed party hangs up . You then can transfer the c aller to the next party and continue the process until all calls are complete.

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Examples

Widgets, Inc. researcher Susan Bealan is in a remote part of the world locating natural resources for manufacturing environmentally-safe bathtub cleanser. She needs to talk to several people at Widgets, Inc. and wants to ensure that she does

not lose contact with the company’s phone system. Pat uses serial calling to connect Susan on multiple calls.

Feature Name

Attendant Serial Calling

Procedures

To manage a serial call:

1. Answer the call.

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50Managing Outside Lines

2. Press the

3. Press the

SERIAL button. START button.

4. Dial the desired extension.

5. Press the

RELEASE button.

When the call is complete, it returns to the console.

6. Repeat steps 1 through 5 until all calls are made.

7. Press the

SERIAL button to terminate a serial call.

Managing Outside Lines

This section provides feature information for managing outside lines. It describes two types of networks and includes ways to control outside line access, ways to view outside line calling inf ormation, and wa ys to reco rd outside-c all inform ation.

Controlling Access to Outside Lines

You can control system users’ access to 6 (basic console) or 12 (enhanced console) outside lines. If a user attempts to use one of these outside lines, they automatically redirect to you.

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Example

In an effort to increase their profit margins, Widgets, Inc. institutes a controlled long-distance calling plan. Only three customer service representatives may use long distance ser vic e and they may only call Wi dge t, Inc. distributors. Pat screens all outgoing customer service calls and when appropriate dials the long-distance numbers for the representatives.

Feature Name

Attendant Control of Trunk Group Access

Procedures

Your system manager programs this information into your console to occur automatically. When a controlled trunk group access call occurs, the display provides you with the following information:

a= LINDA WAGNER LOCAL tc

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■ The name of the calling line (a=)

■ The calling party’s name (Linda Wagner)

■ The type of outside line that the calling party tried to access (Local)

■ The type of call purpose in use (tc = you have control of outside lines for

this call)

Displaying Outside Line Information

This feature provides call information about outside calls. This information appears on your display. When parties on the other end of the cal l do not have thi s feature, or faulty transmission causes information to be lost, information may not appear as you expect.

With this feature, the following information appears on your display:

■ Calling party’s number

The full number, including the area code, of the calling party

■ Calling party’s name

The name associated with the calling party’s phone

■ Called party’s number

The full number, including the area code, of the called party

■ Called party’s name

The name associated with the called party’s number

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■ Special call status information (designated by MISCID in this chapter)

Information about the changing status of a call

NOTE:

Sometimes a billing number displays for a calling or called number. For example, the billing number for a pay phone migh t di splay rath er than the pay phone number.

Choosing Outside Lines

You can select a specific group of outside lines for an outgoing call.

Example

Widgets, Inc. frequently communicates with its parent company, Widgets International, located in Chicago. The system manager, Kelly Ratliffe, assigns one of the buttons in the outside lines se lect area to Widgets International. To call someone in Widgets International, Pat presses the outside line button labeled Chicago and dials the 7-d igi t phone number, wit hout hav ing to dial 1 and the area code.

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Feature Name

Attendant Direct Tr unk Group Selection

Procedures

To select an outside line:

1. Press the desired outside line button.

2. Dial the desired number.

Using Features for Internal Use

This section covers f eat ures that you might use internally for a variety o f re aso ns. These reasons may range from restricting calls, to providing system user telephone lists, to testing your equipment. It also includes information specific to accessing console operators and working with non-phone equipment.

Restricting Calls

You can activate or deactivate calling restrictions for individual phones or groups of phones. Table 7

lists the restrictions you can control:

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Table 7. Calling Restrictions

Call Type Users Cannot Do the Following:

Outbound calls Place outside calls from these phones.

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All Calls Place Station-to-Station Receive or place internal calls from these phones. Termination Receive calls on these phones. T oll Place toll calls , but they can pla ce free loca l calls on the se

These restrictions override user privileges established by your system manager. T o ll restr icti on ca n be subs titu ted f or o utbo und or sta tion- to- stat ion r estr icti ons by your system manager.

Example

Lynn Johnston, telemarketing manager, is starting a special marketing push for out-of-state business. He schedules 3 of his finest telemarketers to place long-distance calls for 4 days. Rather than change the system setup for phone calls, he asks Pat to deactivate outbound call restrictions for these three telemarketers.

Feature Name

or receive any calls from these phones.

phones.

Controlled Restrictions

Procedures

To manually activate a restriction :

1. Press the

START button.

2. Dial the feature access code for controlled restrictions.

3. Dial one of the following restriction code numbers:

■ 1 = Outbound calls/toll calls

■ 2 = All calls

■ 3 = Te rmination

■ 4 = Phone-to-phone/toll calls

4. Dial the extension you wish to restrict.

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5. Select one of the following options:

■ If you hear a confirmation tone (3 short bursts of tone), press the

RELEASE button.

■ If you hear an in terce pt tone (alternating high -low, siren-like tone or

fast busy tone), the extension is already restricted, or you dialed an incorrect code. Press the

CANCEL button to retry.

To deactivate a restriction:

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1. Press the

2. Dial the restriction deactivation code.

3. Dial one of the following restriction code numbers:

■ 1 = Outbound calls/toll calls

■ 2 = All calls

■ 3 = Te rmination

■ 4 = Phone-to-phone/toll calls

4. Dial the extension that is no longer to be restricted.

5. Select one of the following options:

■ If you hear a confirmation tone (3 short bursts of tone), press the

■ If you hear an inte rcept tone ( al terna ting hi gh-lo w, siren-like tone or

Activating Don’t Split

You can disable auto start by pressin g the

system to send dialed touch-tone digits. Some telecommunications equipment requires touch-tone digits to function properly.

START button.

RELEASE button.

fast busy tone), the extension is already restricted, or you dialed an incorrect code. Press the

CANCEL button to retry.

DONT SPLIT button. Don’t split allows the

Example

Pat needs to call home to retrieve messages from her answering machine. To retrieve these messag es, she must press the Now, she can access messages from her answering machine.

Feature Name

Don’t Split

DONT SPLIT button, disabling auto st art.

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Procedures

To use don’t split:

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1. Press the

DONT SPLIT button.

2. Dial the desired number.

To deactivate don’t split:

1. Press the

CANCEL button.

Testing Phone System Components

You can place calls to test 4 components of your phone system:

■ Outside lines

■ Touch-tone phones

■ Time slots

■ System tones

Example

System manager Kelly Ratliffe is organizing a department move for accounting. To ensure that all phones are working properly, Kelly asks Pat to test the phones involved in the move. Pat uses facility test call procedures to verify that the phones are functioning properly.

Feature Name

Facility Test Call

Procedures

If you are authorized to perform these 4 tests, your system manager can provide detailed procedures located in the maintenance manuals for your switch.

Accessing Individual Console Operators

Y o ur system manager as signs a personal extension to ea ch console in your system, so that users can dial console operators directly. If you have this feature you can also:

■ Be a member of a hunt group (when one line is busy, the system searches

for the next available line)

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■ Activate and deactivate functions associated with hunt groups. (Ask your

system manager for more information.)

■ Have two calls waiting in your individual call waiting queue

Example

Widgets , Inc. is consolidating t el ec ommunications with parent c ompany, Widgets International. Since the companies are located in different cities, system manager Kelly Ratliffe assigns pers onal extensions to each console operator. Jonathan Livingston, a telema rkete r, has a questi on speci fic t o Widgets, Inc ., so he ca lls Pa t directly.

Feature Name

Individual Attendant Access

Procedures

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Your system manager programs console operator extensions to work the same as all other extensions in the system.

Using the Internal Directory

You can retrieve names and their associated extensions from your console. The number of names and extension depends on your switch type and release.

Example

New Widgets, Inc. employee Linda Cassanov needs to find the extension for president Randy Foxworthy but she has not yet received a company telephone directory. She uses the procedures outlined for Integrated Directory to find

Randy’s number.

Feature Name

Integrated Directory

Procedures

To search for an extension corresponding to a known name:

1. Press the

DIRECTORY - PLEASE ENTER NAME

INTGRTD DIRECT button.

appears

2. Press the letters of the desired name on your keypad. Names with their corresponding extensions appear.

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3. Press the NEXT button to advance to the next name.

4. Select one of the following options:

■ Press the MAKE CALL button to call the displayed number.

■ If entered name is not in directory,

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NO MATCH - TRY AGAIN

5. Press another display mode button to exit Integrated Directory mode.

Assigning Main Console Operators

Y o ur system manager designates a console opera tor from a multi- branch system t o answer calls from more than one branch location. Console operators, located at each branch, can answer calls for their branch, but not another branch.

Example

Since Widgets, Inc. combined operations with Widgets International, system manager Kelly Ratliffe program s the console at Widgets International with the capability to answer calls at Widgets, Inc. too. Pat can still answer calls from Widgets, Inc., but cannot answer calls that go to Widgets International. On the other hand, Lee Miller, Widgets International operator, can answer calls for both sites.

Feature Name

Inter-PBX Atten dant Calls

appears.

Procedures

Follow normal calling procedures.

Leaving Messages

Internal users can leave shor t, preprogrammed “call me” messages for other internal users. When the system stores a message, the Message Waiting lamp on the called party’s phone lights.

Example

At Widgets, Inc. Pat receives numerous calls for president Randy Foxworthy that require personal a ttent ion. When Randy i s unava ilabl e to take t hese calls , Pat u ses leave word calling to notify Randy that he has a call that she must discuss with him.

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Feature Name

Leave Word Calling

Procedures

To store a message when a phone is busy or a call goes unanswered:

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1. Press the

START button.

2. Dial the desired extension.

Called party’s phone is busy or goes unanswered.

3. Press the

LWC button. This leave a preprogrammed “call me” message.

4. Hang up.

To cancel a message you left for a system user:

1. Press the

2. Press the

START button. LWC CANCEL button.

3. Dial extension number where message was left.

4. Select one of the following options:

■ If you hear a confirmation tone (3 short bursts of tone), press the

RELEASE button.

■ If you hear a reorder tone (fast busy tone), press the CANCEL button

to try again.

Retrieving Messages

You can retrieve messages for other system use rs. Othe r syst em users may or may not be able to retrieve their own messages.

Example

Rich Winston, manager of Widgets, Inc. self-cleaning bathtub manufacturing, needs to retrieve leave word calling messages left for him on his assembly line phone. He calls Pat and Pat sees the following information on her display:

CARTER ANN 2/7 10:45a 2 CALL 3124

Pat tells Rich that Ann Carter calle d him t wo time s; the last t ime she ca lled was at 10:45 on February 7; and Ann wants Rich to call her back at extension 3124.

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Feature Name

Message Retrieval

Procedures

To retrieve messages:

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1. Press the Messages display on the display.

2. Read messages, if any, to the system user.

3. Press one of the following buttons for more options:

■ NEXT — Displays the next stored message or displays END OF

■ DELETE MSG (Delete Message) — Deletes the displayed message

■ MAKE CALL — Automatically returns the call requested by the

Using Night Service

Your console can automatically answer incoming calls without your assistance.

Example

Widgets, Inc. has a prerecorded message for people who call after hours. When Pat leaves work eac h night, s he places the co nsole in night ser vice a nd caller s hear the after ho urs message.

COVER MSG RT button.

MESSAGES

currently displayed message

Feature Name

Night Service

Procedures

To activate Night Service:

1. Press the

To deactivate Night Service:

1. Press the

NIGHT button.

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Routing Calls Economically

Your system can route outgoing calls in the most economical way based on the time of day and the day of the week. Your system manager designates one of up to eight routing plans as the standard routing plan for each day of the week. Your system manager, however, may alter the routing plan with manual or clocked manual override.

Manual Override

When you activate Manual Override, the currently-active routing plan changes immediately to a new plan. The new plan remains in effect until you manually deactivate the override or until the next scheduled routing plan takes effect.

Clocked Manual Override

This option lets your system manager specify the day and time to override the scheduled time-of-day routing plan. Your system manager can also specify a deactivate day and time, or can manually deactivate clocked manual override.

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Example

System manager Kelly Ratliffe saves conside rable money for Widgets, Inc. by designing automat ed pat hs for call s to fol low at cert ain t ime s of the da y on cert ain days of the week. She programs calls placed before 10:00 a.m. from Maine to route through the Los Angeles outside line, and calls placed after 3:00 p.m. from Los Angeles to route through the Portland, Maine line. Widgets, Inc. receives night rates for Portl and, Maine ca lls made before 10:00 a.m. and evening r ates f or Los Angeles calls made after 3:00 p.m.

Feature Name

Time-of-Day Routing

Procedures

Your system manager programs this information into your console to occur automatically. However, your system manager may ask you to change the normal routing plan. This plan can be changed up to 6 times each day for each day of the week. The two options available for changing the daily routing plan are:

■ Immediate Manual Override

■ Clocked Manual Override

Your system manager can tell you which option(s) you have and when the option(s) should be activated.

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Immediate Manual Override

When you activate this option, the currently active routing plan is changed immediately to a new plan. The new plan remains in effect until the override is deactivated manually or until the next scheduled routing plan takes effect.

To activate Immediate Manual Override:

NOTE:

The Immediate Override lamp is lit if this option is already active.

1. Press the Immediate Override button.

■ The Immediate Override lamp lights.

■ The first line of display shows:

OLD ROUT PLAN: x ENTER NEW PLAN: (Where x is a number from 1 through 8 that identifies the routing

plan currently in effect.)

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2. Use the touch-tone buttons to enter the number (from 1 through 8) of the new routing plan.

■ The Immediate Override lamp remains steadily lighted

■ Display updates to:

OLD ROUTE PLAN: x ENTER NEW PLAN: y (Where y is th e number you ju st entered.)

NOTE:

If you pressed any button other than the 1 through 8 buttons on the dialpad, the Immediate Manual Override attempt is denied; the display returns to the Norm al mode. You must repea t step 1 to try again.

3. Press the Immediate Override or Normal Mode button.

■ The Immediate Override lamp remains steadily lighted.

■ Immediate Manual Override is active.

To deactivate Immediate Manual Override:

1. Press the Immediate Override button.

■ The Immediate Override lamp goes out.

■ Scheduled daily routing plan goes into effect immediately.

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Clocked Manual Override

This option lets you specify the day and time to override the scheduled Time-of- Day r out ing plan . You also can specify a deact iva te day and time , or you can manually deactivate Clocked Manual Override.

In the following procedure, a number from 1 through 8 specifies the desired routing plan; a number f rom 1 through 7 specifies t he day (1 is for Sunday and 77 is for Saturday). The time is specified in military hours (0000 for 1:00 a.m. and 2359 for midnight).

To activate Clocked Manual Override:

NOTE:

The Clocked Override lamp is lit if this option is already a ctive.

1. Press the Clocked Override button.

■ The Clocked Override lamp lights.

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■ First line of display shows:

ENTER ACTIVATE ROUTE PLAN, DAY & TIME

2. Use the touch-tone dialpad to enter the following in the order shown: Press the 1 through 8 but ton (to specify t he r out ing plan) and the 1 th rou gh

7 button (to specify the day) 0000 through 2359 (to specify the hour).

■ The Clocked Override lamp remains steadily lighted.

■ Display shows:

ROUTE PLAN: x FOR: yyy ACT-TIME: zz:zz (Where x is the routi ng plan nu mber, yyy is the 3-letter abbreviation

for the day of the week, and zz:zz is the activation hour.)

NOTE:

If you enter any invalid information, the Clocked Manual Override attempt is denied; the display returns to the Normal mode. You must repeat step 1 to try again.

To enter a deactivate date:

1. Press the Clocked Override to confirm activation input data and to enter deactivation time.

■ The Clocked Override lamp remains steadily lighted.

■ Display shows:

ENTER DEACTIVATION DATE & TIME

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2. Enter the following in the order shown: 1 through 7 (to specify the day) 0000 through 2359 (to specify the hour)

■ Display shows:

ROUTE PLAN: x FOR: yyyy DEACT-TIME: zz:zz (Where x is the routi ng plan nu mber, yyy is the 3-letter abbreviation

for the day of the week, and zz:zz is the activation hour.)

3. Press the Clocked Override or Normal Mode button.

■ The Clocked Override lamp remains steadily lighted.

■ Clocked Manual Override is active.

To manually deactivate Clocked Manual Override:

1. Press the Clocked Override button.

■ The Clocked Override lamp goes out.

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■ Scheduled daily routing plan goes into effect immediately.

Using Visually Impaired Attendant Service

Your console provides 8 buttons for voiced feedback for visually-impaired console-operators. Table 8

Table 8. Using VIAS Buttons

Button Name Voiced Function

ACTIVATION/DEACTIVATION CONSOLE STATUS DISPLAY STATUS LAST OPERATION LAST VOICED MESSAGE DIRECT TRUNK GROUP

SELECTION STATUS CLASS OF RESTRICTION

INSPECT

lists the 8 buttons and their function:

Tells how to activate or deactivate this feature.

Console’s current status Display information Last completed opera tion Last message or digit sent to the console Available outside lines

Current caller’s calli ng pri vileges Tells what features are assigned to other buttons

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NOTE:

This feature requires at least one speech processor circuit pack to be installed into a system port carr ie r, since you can perform VIAS capabi li t ies with speech synthesis messages that system users voice to you.

The HELP number for visually impaired users is 1-800-233-1222.

Example

Pat is taking a leave of absence from Widgets, Inc. Her replacement, Lindsey Buller, i s visual ly impair ed. Kelly Ratlif fe, sy stem manager, programs her console with VIAS, and acquaints her with the location of each VIAS button. Lindsey must ensure that she activates the VIAS feature each day. A call comes in for president Randy Foxworthy and unfortunately, Lindsey forgets who just called. Lindsey simply presses the

LAST VO ICED MESSAGE button to find out who just

called.

Feature Name

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VIAS

Procedures

To use visually impaired services:

1. Press the

ACTIVATION/DEACTIVATION button to activate the service for the

console.

2. Press one of the buttons listed above.

3. Press the

ACTIVATION/DEACTIVATION button to deactivat e the service.

NOTE:

System init ialization, does not automatically activate VIAS. After a

RESTART button operation, VIAS remains activated.

warm

RECOVERY and cold RESTART button operations do not automatically

activate VIAS even if it was activated before the R

RESTART button attempt.

When the attendant console busyouts and VIAS is active, VIAS automatically deactivates.

ECOVERY or

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Centralized Attendant Service

Centralized Attendant Service (CAS) allows multi-switch systems at more than one location to consolidate console operators at one location. This location is

“CAS main.” The other locations, typically without console operators, are CAS branches.

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65Identifying Differences in a CAS Environment

Identifying Differences in a CAS Environment

Managing calls in the CAS environment is primarily the same as in standard environments. However, some differences occur, because CAS environments use a dedicated outside line to manage branch calls. This section identifies the differences between standard operations and CAS operations and describes how to use features in a CAS environment.

The following features do not function in a CAS environment:

■ Attendant Auto-Manual Splitting

■ Attendant Conference

The following features function differently in a CAS environment.

■ Tones

■ Display

■ Transferring calls

■ Night service

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Using CAS-Associated Tones

In addition to the standard console tones, a CAS console has the following call identification tones:

Table 9. Ringing and Tones Descriptions

Tone Pitch Frequency Meaning

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Listed Directory Number

“0” on-off,

Recall on Call Waiting

Recall on Remote Hold

Recall on Don’t Answer

Incoming Call Identification

Using a CAS Display

In addition to stan dar d display information , you ca n view the following incoming calls information from branch locations:

on-off, low three short

bursts

single Identifies a branch location call to the

low low single Routes unattended calls on call waiting to

on-off, low

medium .25 seco nd Routes unanswered calls to you

determined by system manager

4–6 cycles Routes unattended remot e ho ld ca lls to you

determined by system manager

Identifies a call from an outside line

console operator

you

Identifies the calling branch location

Table 10. Incoming Branch Location Displays

Type of Call Display Shows

Listed Directory Number Incoming outside line name Dial 0 Caller’s name and extension Remote hold recall Caller’s name and extension Others (Including Coverage Calls) Name and number of the outside line dedicated for

handling branch calls.

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Using CAS Operating Procedures

Operating procedures for CAS environments work similarly to standard environments. However, transferring calls, placing calls on hold, console backup services, and night service function differently in CAS environments. The following section describes these procedures in detail.

Transferring CAS Calls

To transfer CAS calls:

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1. Press the

CALL APPEARANCE button.

2. Listen for a call identification tone (if provided by the branch).

3. Press the

START button.

4. Listen for a dial tone.

NOTE:

Do not continue until you hear a dial tone. The call does not go through if you proceed before the dial tone sounds.

5. Dial the requested internal or external number.

6. Select one of the following options:

■ If you are not going to announce the call, press the RELEASE button

as soon as the call starts to ring.

■ If you are going to announce the call, wait for the called party to

answer. When the called party accepts the call, press the button.

If the called party declines to talk to the caller, press the button to reconnect with the caller.

RELEASE

CANCEL

Explain to the caller that the called party is not available; take a message or ask the caller to try again later; then press the button.

■ If the called party, is busy or doesn’t answer, press the CANCEL

button to reconnect with the caller.

RELEASE

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Explain to the caller that the called party cannot be reached. If the caller wants to wait, transfer the call again; then press the button.

If the caller does not want to wait, take a message and press the

RELEASE button.

Placing Calls on Remote Hold

When calls for a branc h locati on need to b e placed on hold, you s hould use remot e hold (not hold). Using remote hol d frees the outsi de line that your syst em manager dedicated for branch calls.

To place calls on remote hold:

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RELEASE

1. Press the

START button.

2. Dial the remote hold feature access code.

3. Listen for confirmation tone (3 short bursts of tone).

4. Press the

RELEASE button.

Using CAS Backup Service

In addition to standard backup service, phones at remote branch locations can serve as backup phones for a CAS console.

Using CAS Night Service Operations

In addition to standard night service operations, phones with multiple or single lines at remote branch locations can answer night service calls. Below are descriptions for handling night calls from phones with multiple or single lines.

Multi-Line Phone — Night Service Operations

Handling night serv ice calls from multi-line phones is similar to tran sf err in g ca ll s from a console. You can transfer calls from a multi-line phone with:

■ A FLASH button.

■ A CONFERENCE button.

■ A TRANSFER button.

Transferring CAS Calls

To transfer a CAS call from a multi-line phone:

1. Press the call appearance button where the green lamp is flashing.

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2. Listen for call identi fication tone (if provide d by the bran ch).

3. Answer the call.

4. Select one of the following options:

■ Press the FLASH button. Flash lamp lights for 2 seconds.

■ Press the CONFERENCE button.

■ Press the TRANSFER button.

5. Dial the requested number.

6. End the call by hanging up or by pressing another call appearance button,

DISCONNECT button, or the DROP button.

the

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If your phone has a display, it may also be have an pressing the

OUTSIDE LINE button while on an active call you can view the branch

OUTSIDE LINE button. By

name, or the name of an outside line.

Placing CAS Calls on Remote Hold

To place a CAS call on remote hold from a multi-line phone:

1. Select one of the following options:

■ Press the FLASH button.

■ Press the CONFERENCE button.

■ Press the TRANSFER button.

2. Dial the remote hold feature access code.

3. Select one of the following options:

■ Hang up.

■ Press one of the following:

CALL APPEARANCE button

—

DISCONNECT button

—

DROP button

—

Cancelling CAS Calls

To cancel a CAS call from a mult i-line phone:

1. Select one of the following options:

■ Press the FLASH button

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■ Press the CONFERENCE button

■ Press the TRANSFER button

The transferred call drops, or remote hold deactivates.

Single-Line Phone — Night Service Operations

If a single-line phone performs night service, the user flashes the switchhook to transfer CAS calls. You can place CAS calls can on remote hold any time a caller wishes to wait; however, CAS calls cannot be placed on hold at a single-line phone.

Transferring CAS calls

To transfer a CAS call from a single-line phone:

1. Answer the call.

2. Flash the switchhook.

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3. Dial the requested extension number.

4. Hang up.

Placing CAS calls on Remote Hold

To place a CAS call on remote hold from a single-line phone:

1. Answer the call.

2. Flash the switchhook.

3. Dial the remote hold feature access code.

4. Listen for the remote hold confirmation tone (3 short bursts of tone).

5. Hang up.

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Routine Maintenance

Routine testing and cleaning for your console is quite simple. This chapter provides step-by-step procedures for testing your console, describes cleaning procedures, and discusses what you need to do in the case of a power outage.

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Testing the Console

It is important for you to test your console’s display and console lamps weekly. If a problem occurs with the display or one of the lamps, notify your system manager.

To test the display and the lamps on a 302A/B console:

1. Open the panel on the front of the cons ole (se e Figur e 1 on pag e 6

2 on page 7).

2. Press and hold the lamp test switch (loca ted at the lef t front of th e consol e). The following should occur:

■ All lamps in the display should light.

■ Each row of lamps on the console and the selector console should

light and go dark in sequence from top to bottom.

■ The timed-reminder tone (high-pitched, .5 second tone) sounds.

3. Release the Lamp Test switch.

■ Lamps return to their former state.

■ The timed-reminder tone silences.

4. Close the panel.

or Figure

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To test the display and lamps on a 302C console:

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72Cleaning Your Console

1. Press the

POS BUSY and VOLUME UP button simultaneously.

2. When finished, press

Cleaning Your Console

To clean the console, use a slightly-dampened paper towel or soft cloth. Oily substances on the console may require considerable rubbing or the use of a mild cleaner, such as window cleaner or desk and office cleaner. If you use a cleaner, do not apply it directly to the console; instead, apply it to the cloth, then rub it onto the console.

Do not spill any type of liquid on the console. Liquids spilled on the console damage the electronic compo nen ts.

Commercial Power Failure

If commercial power fails, the system’s battery backup keeps your console operating for a sho rt ti me. When t his sh ort ti me expir es , the power fail ure trans fer automatically activates, and the console does not function. When power returns, consoles return to normal operation.

POS BUSY to place console back in service

When power fails, all active calls and all calls on hold are lost. Also, a power failure affects the following features that require corrective action:

■ Attendant Control of Trunk Group Access — Reestablish control of

desired outside lines .

■ Call Forwarding All Calls — Reactive Call Forwarding All Calls for

desired extension numbers.

■ Controlled Restri cti ons — Reestablish contro l of desired phones or groups

of phones.

■ Night Service — Reactivate Night Service as desired.

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Glossary and Abbreviations

AAR

Automatic Alternate Routing (AAR).

See

Abbreviated Dialing (AD)

A feature that allows callers to place calls by dialing just one or two dig i ts.

AAR

Automatic Alternate Routing

ACD

Automatic Call Distribution (ACD).

See

access co de

A 1-, 2-, or 3-digit dial code used to activate or cancel a feature, or access an outgoing trunk.

ACD

See

Automatic Call Distribution (ACD). ACD also refers to a work state in which an agent is on

an ACD call.

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See Abbreviated Dialing (AD).

administer

To access and change parameters associated with the services or features of a system.

administration terminal

A terminal that is used to administer and maintain a system. See also

appearance

A software process that is associated with an extension and whose purpose is to supervise a call. An extension can have multiple appearances. Also called call appearance, line appearance, and occurrence. See also

ARS

See

Automatic Route Selection (ARS).

attendant

A pe rson at a console who provides personalized service for i ncoming callers and voice-services users by performing switching and signaling operations. See also

attendant console

The workstation used by an attendant. The attendant console allows the attendant to originate a call, answer an incoming call, transfer a call to another extension or trunk, put a call on hold, and remove a call from hold. Attendants using the console can also manage and monitor some system operations. Also called console. See also

Automatic Alternate Routing (AAR)

A feature that routes calls to other than the first-choice route when facilities are unavailable.

call appearance.

attendant.

terminal.

attend ant console .

Automatic Call Distribution (ACD)

A feature that answers calls, and then, depending on administered instructions, delivers messages appropriate for the caller and routes the call to an agent when one becomes available.

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Automatic Call Distribution (ACD) split

A method of routing c alls of a similar type among agents in a call center. Also, a group of extensions that are staffed by agents trained to handle a certain type of incoming call.

Automatic Route Selection (ARS)

A feature that allows the system to automatically choose the least-cost way to send a toll call.

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barrier code

A security code used with the Remote Access feature to prevent unauthorized access to the system.

BLF

Busy Lamp Field

bridge (bridging)

The appearance of a phone’s extension at one or more other phones.

bridged appearance

A call appearance on a phone that matches a call appearanc e on another phone for the duration of a call.

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call appearance

1. For the attendant console, six buttons, labeled a–f, used to originate, receive, and hold c alls. Two lights next to the button show the status of the call appearance.

2. For the phone, a button labeled with an extension and used to place ou tgoing calls, receive incoming calls, or hold calls. Two lights next to the button show the status of the call appearance.

Call Detail Recording (CDR)

A feature that uses software and hardware to record call data (same as CDRU).

CAS

Centralized Attendant Service or Call Acc ounting System

CDR

Call Detail Recording (CDR).

See

Class of Restriction (COR)

A feature that allows up to 64 classes of call-origination and call-termination restrictions for phones, voice-terminal groups, data modules, and trunk groups. See also Class of Service

(COS).

Class of Service (COS)

A feature that uses a number to specify if voice-terminal users can activate the Automatic Callback, Call Forwarding All Calls, Data Privacy, or Priority Calling features. See also Class of

Restriction (COR).

communications system

The software-controlled processor complex that interprets dialing pulses, tones, and keyboard characters and makes the proper connections both within the system and external to the system.

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The communications system itself consists of a digital computer, software, storage device, and carriers with special hardware to perform the connections. A communications system provides voice and data communications services, including access to public and private networks, for

telephones and data terminals on a customer’s premises. See also

confirmation tone

A tone confirming that feature activation, deactivation, or canc ellation has been accepted.

console

attendant console.

See

COR

See

Class of Restriction (COR).

COS

Class of Service (COS).

See

coverage call

A call that is automatically redirected from the called party’s extension to an alternate answering position when certain coverage criteria are m et.

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switch.

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Direct Extension Selection (DXS)

A feature on an attendant console that allows an attendant direct access to phones by pressing a group-select button and a DXS button.

external call

A connection between a communications system user and a party on the pub lic network or on another communications system in a private network.

FAC

Feature Access Code

facility

A telecommunications transmission pathway and associated equipment.

feature

A specifically defined function or service provided by the system.

feature button

A labeled button on a telephone or attendant console used to access a spec ific feature.

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inside call

A call placed from one telephone to another within the local communications system.

Integrated Services Digital Network (ISDN)

A publi c or priv ate network that provides end-to-end digital communi cations for all services to which users have acc ess by a limited set of standard multipurpose user-network interfaces defined by the CCITT . Through internationally accepted standard interfaces, ISDN provides digital circuit-switched or packet-switched communications within the ne twork and links to other ISDNs to provide national and international digital communications. See also

Network Primary Rate Interface (ISDN-PRI).

Integrated Services Digital Network Primary Rate Interface (ISDN-PRI)

The interface between multiple communications systems that in North America includes 24 64-kbps channels, corresponding to the North American digital signal level-1 (DS1) standard rate of 1.544 Mbps. The most common arrangement of channels in ISDN-P RI is 23 64-kbps B-channels for transmitting voice and data and 1 64-kbps D-channel for transmitting associated B-channel call control and out-of-b and signaling information. With nonfacility-associated signaling (NFAS), ISDN-PRI can include 24 B-channels and no D-channel. See also

Network (ISDN) .

Integrated Services Digital

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intercept tone

A tone that indicates a dialing error or denial of the service requested.

internal call

A connection between two users within a system.

ISDN trunk

A trunk administered for use with ISDN-PRI. Also called ISDN facility.

line

A transmission path between a communications system or CO switching system and a phone or other terminal.

line appearance

appearance.

See

LWC

Leave Word Calling

multiappearance phone

A terminal equipped with several call-appearance b uttons for the same extension, allowing the user to handle more than one call on that same extension at the same time.

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network

A series of points, nodes, or stations connected by communications channels.

PBX

Private branch exchange

PRI

See Primary Rate Interface (PRI).

Primary Rate Interface (PRI)

A standard ISDN frame format that specifies the protocol used between two or more communications systems. PRI runs at 1.544 Mbps and, as used in North America, provides 23 64-kbps B-channels (voice or data) and one 64-kbps D-channel (signaling). The D-channel is the 24th channel of the interface and contains multiplexed signaling information for the other 23 channels.

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principal

A terminal that has its primary extension bridged on one or more other terminals.

principal (user)

A person to whom a telephone is assigned and who has message-center coverage.

private network

A network used exclusively for the telecommunications needs of a particular customer.

public network

The network that can be openly accessed by all customers for local and long-distance calling.

queue

An ordered sequence of calls waiting to be processed.

SAC

Send All Calls

simulated bridged appearance

The same as a temporary brid ged appearance; allows the terminal user (usually the principal) to bridge onto a call that had been answered by another party on his or her behalf.

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single-line phone

A phone served by a single-line tip and ring circuit (models 500, 2500, 7101A, 7103A).

split

AD.

See

status lamp

A green light that shows the status of a call appearance or a feature button by the state of the light (lit, flashing, fluttering, broken flutter, or unlit).

switch

Any kind of telephone switching system. See also

switchhook

The buttons located under the receiver on a phone.

system administrator

The person who maintains overall customer responsibility for system administration. Generally, all administration functions are performed from the Management Terminal. The switch requires a special login, referred to as the system administrator login, to gain access to system-administ ration capabilities.

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communications system.

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TAAS

Trunk Answer from Any Station

terminal

A device that sends and receives data within a system. See also

administration termi nal.

Uniform Dial Plan (UDP)

A feature that allows a unique 4- or 5-digit number assignment for each terminal in a multiswitch configuration such as a DCS or main-satellite-tributary system.

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Index

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Index

Numerics

302A/B console diagram, 6 302C console diagram, 7

abbreviated dialing, 30

see speed dialing, 30

accessing individual operators, 55

activating don’t split

see don’t split, 54 activating the console, 24 alarm lamp, 10 alarm reported lamp, 10

maintenance communications, 10 alarms

alarm reported lamp, 10

alarm, maintenance required, 10 alphanum eric displ ay

call purpose, 16

call status, 17

calling privileges, 16

cover msg rt button, 13

date time b u tton, 13

delete msg, 14

incoming call button, 14

inspect mode button, 13

intgrtd directory, 14

make call button, 14

next button, 14

normal mode button, 13

stored number buttons, 14

timer button, 13 answering emergency calls, 27 atnd lamp, 8 attendant backup , 35

see backing up the console, 35 attendant c all waiting , 43

see using call waiting, 43 attendant c onference, 31

see connecting multiple caller s, 31 attendant c ontrol of trunk group access, 50, 72

see controlling access to outside lines, 50 attendant direct trunk group selection, 52

see choosing outside lines, 52 attendant intrusion, 45

see inter rupting a call , 45 attendant lockout, 32

see locking out the operator, 32 attendant override of diversion features, 46

see overriding diversion features, 46

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attendant recall, 32

see recalling the operator, 32 attendant serial calling , 49

see placing a series of calls, 49 auto start, 24, 29 automatic alternate routing and automatic route selection, 52

see choosing the best route for calls, 52

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backing up the console, 35 branch locations, 66 busy lamp, 7 busy lamp field (BLF), 19 buttons

cancel, 10

cover msg rt, 13

date time, 13

delete msg, 14

feature button area, 12

incoming call, 14

inspect mode, 13

intgrtd directory, 14

make call, 14

next, 14

normal mode, 13

release, 10

start, 10

stored number, 14

timer, 13

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call appearanc e button, 8 call appearanc e buttons, 8

atnd lamp, 8 call appearnce buttons

hold lamp call coverage, 35

see covering calls from the console, 35 call forwarding all calls, 36, 72

see forwarding all call s , 36 call park, 37

see parking calls, 37 call processing indicators

alarm lamp

alarm reported lamp, 10

call waiting lamp, 10

calls waiting warning, 11

individual calls waiting lamp, 11

pos avail lamp, 11 call purpose, 16 call purpose identifiers, 16 call status, 17 call status identifiers, 18

, 8

, 10

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call waiting warning, 11 called-party identification, 15 caller information, 14 call-ha ndling buttons

cancel, 10

release, 10

start, 10 calling other console operators, 57 calling privilege identifiers, 16 calls waiting lamp, 10 cancel button, 10 cancelling CAS calls, 69 CAS alphanumeric display, 66 CAS backup service, 68 CAS night service, 68

using multi-line phones, 68 CAS night service operations, 68 CAS tones, 66 chime paging, 39 choosing outside lines, 52 choosing the best route for calls, 52 cleaning the console, 72 clocked manual override, 62 code calling access, 39

see chime paging, 39 commercial power failure, 72 conference calls, 26 connecting callers, 26 connecting multiple callers, 31 console

control lamp, 8 controlled restrictions, 52, 72

controlling access to outside lines, 50 conventions used in document, 2 cover msg rt button, 13 covering calls from the console, 35 crisis alert, 48

, 5, 6

302A/B

302C, 5, 7

activating the, 24

cleaning the, 72

deactivating the, 24

layout, 5

selector console area, 19

testing the 302A/B, 71

testing the 302C, 72

tones, 21

restricting calls, 52

providing emergency notification to the operator, 48

see emergency notification to digital telephones, 46

single user responds, 47

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date time b utton, 13 deactivating the console, 24 delete msg button, 14

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dialing keypad area, 9 direct extension selection (DXS), 19 display, 12

called-party identification, 15

caller information, 14

diagram, 12

don’t split, 54

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emergency calls, 27 emergency notification

every user responds, 46 exceptions

transferring extension number status, 20

, 26

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feature access codes, 29 feature button area, diagram, 12 forwarding all calls, 36

hold, 31

placing calls on, 26 hold lamp, 8 hold-automatic, 31

see holding calls automatically, 31 holding call s automatically, 31 hundreds group select (HGS), 19

immediate manual override, 61 incoming call button, 14 individual attendant access, 55

accessing individual operators, 55 individual calls waiting, 11 inspect button, 13 integrated directory, 56

using the internal directory, 56 Inter-PBX attendant calls, 57

calling other console operators, 57 interrupting a call, 45 intgrtd directory button, 14

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lamp -test switch, 6 leave word calling, 57

leaving messages, 57 leaving messages, 57 locking out the operator, 32 loud speaker paging, 41

paging wit h voice paging, 41

loudsp eaker paging access — deluxe, 33, 42

paging with deluxe voice paging, 33, 42

make call button, 14 message retrieval, 58

retrieving messages, 58 multi-line phone handling, 68 multiple listed directory numbers, 35

routing calls through the operator, 35

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next button, 14 night service, 59, 72

using night service, 59 normal mode, 14

call purpose, 16

call status, 17

called-party identification, 15

caller information, 14

calling privileges, 16

incoming call button, 14 normal mode button, 13 normal mode displays, 14

outside line buttons

busy lamp outside lines buttons

control lamp, 8

diagram, 8

warning lamp, 8 overriding diversion features, 46

, 7

paging with deluxe voice paging, 33, 42

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paging with voice paging, 41 parking cal ls, 37 placing a series of calls, 49 placing calls on hold, 26 placing remote-hold calls, 68 pos avai l, 11 position available, see pos avail, 11 principal, 23 principal console, 23 provid ing emergency access to the operator, 48 provid ing emergency notification to the operator, 48

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recalling the operator, 32 release button, 10 remote hold, 68, 69, 70 restricting calls, 52 retrieving messages, 58 ringer volume, 18 ringing and tones descriptions, 21 ringing descriptions, 21 routing calls economically, 60

clocked manual override, 62

immediate manual override, 61 routing calls through th e oper ator, 35

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security measures, 2 select button, 7 selector console ar ea, 19

diagram, 20 single-line phone night service, 70 speed dialing, 30 split-swap, 44 start button, 10 stored number button, 14 system user calling privileges, 16

terminating a call

release button testing facilities, 55 testing the 302A/B console, 71 testing the 302C console, 72 time-of-day routing, 60

clocked manual override, 62

immediate manual override, 61

routing calls economically, 60 timer

select button

, 10

, 7

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timer button, 13 tones, 21

CAS-associated tones, 66 transferring calls, 24, 25

externally, 25

internally, 24

outside numbers, 25 transferring CAS calls, 67, 68, 70

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user calling privileges, 16 using call waiting, 43 using night service, 59 using the internal directory, 56

VIAS,

see

Visu all y Impaired Attendant Service volume

volume control, 18

Visually Impaired Attendant Service

ringer volume control

, 18

, 63

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warning lamp, 8

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