Avaya DEFINITY Enterprise Communications Server User Manual

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Console Operations

555-230-700

Issue 5

July 2001

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.

Preventing Toll Fraud

“Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya Fraud Intervention:

If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call the Technical Service Center's Toll Fraud Intervention Hotline at 1-800643-2353.

Providing Telecommunications Security

Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of your company's telecommunications equipment) by some party.

Y our company's “telecommunications equipment” includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, “networked equipment”). An “outside party” is anyone who is not a corporate employee, agent, subcontractor, or working on your company's behalf. Whereas, a “malicious party” is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.

Such intrusions may be either to/through synchronous (time-multiplexed and/or circuitbased) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

• Utilization (of capabilities special to the accessed equipment)

• Theft (such as, of intellectual property, financial assets, or toll-facility access)

• Eavesdropping (privacy invasions to humans)

• Mischief (troubling, but apparently innocuous, tampering)

• Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent)

Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including but not limited to, human/ data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs).

Your Responsibility for Your Company’s Telecommunications Security

The final responsibility for securing both this system and its networked equipment rests with you - an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to:

• Installation documents

• System administration documents

• Security documents

• Hardware-/software-based security tools

• Shared information between you and your peers

• Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure your:

• Avaya-provided telecommunications systems and their interfaces

• Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

• Any other equipment networked to your Avaya products.

Federal Communications Commission Statement

Part 15: Class A Statement. The 302A, 302B, 302C, and 302D consoles have been tested

and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, 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 correct the interference at his own expense.

Part 15: Class B Statement. The 302D console has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses, and can radiate radio-frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures:

• Reorient the receiving television or radio antenna where this may be done safely.

• To the extent possible, relocate the receiver with respect to the telephone equipment.

• Where the telephone equipment requires ac power, plug the telephone into a different ac outlet so that the telephone equipment and receiver are on different branch circuits.

Part 68: Network Registration Number. This equipment is registered with the FCC in accordance with Part 68 of the FCC Rules. It is identified by FCC registration number AV1USA-43023-MF-E.

Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manner that does not provide proper answer-supervision signaling is in violation of Part 68 rules. This equipment returns answer-supervision signals to the public switched network when:

• Answered by the called station

• Answered by the attendant

• Routed to a recorded announcement that can be administered by the CPE user

This equipment returns answer-supervision signals on all DID calls forwarded back to the public switched telephone network. Permissible exceptions are:

• A call is unanswered

• A busy tone is received

• A reorder tone is received

Canadian Department of C ommunications (DOC) Interference Information

This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations 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 registered trademark of Avaya.

Ordering Information

Call: US Voice: 1 800 457 1235

Write: Globalware Solutions

Order: Document No. 555-230-890

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 individual documents or document sets, billed to account information that you provide. For more information on standing orders, or to be put on a list to receive future issues of this document, contact the Avaya Publications Center.

US Fax: 1 800 457 1764 non-US Voice: +1 410 568 3680 non-US Fax: +1 410 891 0207

200 Ward Hill Avenue Haverhill, MA 01835 USA

Issue 5, July 2001

European Union Declaration of Conformity

The “CE” mark affixed to the equipment described in this book means that the equipment complies with directives shown in the Declaration of Compliance located at:

http://support.avaya.com/elmodocs2/DoC/

Avaya National Customer Care Center

Avaya provides a telephone number for you to use to report problems or to ask questions about your call center. The support telephone number is 1-800-242-2121.

Avaya Web Page

http://www.avaya.com

Avaya Documents Web Page

http://www.avayadocs.com

Comments

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

Acknowledgment

This document was prepared by the DEFINITY development group of Avaya University.

Introduction 1

■ Conventions used in this document 2

■ Security measures 2

Understanding the console layout 3

■ Physical layout of your console 4

■ Outside-lines buttons and lamps 7

■ Call appearance buttons and lamps 8

■ Dialing keypad and call processing area 9

■ Feature buttons and lamps 12

■ The display and display buttons 13

Displaying call-related information 15 Call purpose 17 Call status 19

■ Volume control and option selector buttons 20

■ Selector console 22

■ Tones heard through handset or headset 24

Operating the console 27

■ Activating the console 28

■ Deactivating the console 28

■ Transferring calls to internal extensions 29

■ Transferring calls to outside numbers 30

■ Placing callers on hold 31

■ Connecting two or more callers 31

■ Answering emergency calls 32

Issue 5 July 2001 iii

Contents

Using the features 33

■ Speeding up the console 34

Using Auto Start 34 Speed dialing 34 Holding calls automatically 35

■ Handling multiple-party calls 36

Connecting multiple callers 36 Locking out the console operator 37 Recalling the console operator 37 Paging with deluxe voice paging 38

■ Answering calls for another party 40

Backing up the console operator 40 Routing incoming calls through the console operator 41 Covering calls from the console 41 Forwarding all calls 42

■ Paging for called parties 44

Parking calls 44 Chime paging 45 Paging with voice paging 46 Paging with deluxe voice paging 47

■ Assisting callers with special tools 49

Using Call Waiting 49 Split Swap 50 Interrupting a call 51 Overriding diversion features 52 Notification of emergency calls 53 Providing emergency access to the operator 54 Placing a series of calls 55

■ Managing outside lines 57

Controlling access to outside lines 57 Displaying outside line information 58 Choosing outside lines 59

iv DEFINITY ECS Console Operations

Contents

■ Features for internal use 60

Restricting calls 60 Activating Don’t Split 62 Testing phone system components 63 Accessing individual console operators 63 Using the internal directory 64 Assigning main console operators 65 Leaving messages 65 Retrieving messages 66 Using night service 67 Routing calls economically 68 Using Visually Impaired Attendant Service 72

Centralized Attendant Service 75

■ Differences

in a CAS environment 75

■ CAS-associated tones 76

■ CAS display 76

■ CAS operating procedures 77

Transferring CAS calls 77 Placing calls on remote hold 78 Using CAS backup service 78 Using CAS Night Service operations 78

Routine maintenance 81

■ Testing the console 81

■ Cleaning the console 82

■ Commercial power failure 83

Issue 5 July 2001 v

Contents

Glossary and abbreviations 85

Index 91

vi DEFINITY ECS Console Operations

Introduction

If you are a console operator on a DEFINITY® Enterprise Communications Server (ECS) or an Avaya IP600 Internet Protocol Communications Server, this book is for you! It is designed to show you the physical layout of your console, 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 Centralize d Attendant Service (CAS) environment.

The rest of this book includes:

■ Chapter 2, ‘‘Understanding the console layout’’ describes and illustrates

the basic and enhanced versions of the different console models. It also describes informatio n that ap pears on the console’s display and tones heard at the console.

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

placing calls, tr an sferring calls, placing callers on hold, placing conference calls, and handling emergency calls.

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

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

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

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

■ Chapter 6, ‘‘Routine maintenance’’ describes routine procedure for testing

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

■ This guide also cont ains a Glossary and abbreviations and an Index.

Issue 5 July 2001 1

Introduction

NOTE:

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

■ GuestWorks and DEFINITY Enterprise Communications Server —

Hospitality Operations, 555-231-742 (R9), 555-233-755 (R8), 555-230-723 (R7 and earlier)

■ DEFINITY Enterprise Communications Server Generic 1,

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

■ DEFINITY Enterprise Communications Server Generic 1,

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

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 incl udi ng:

■ 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

■ Rerouting calls to console operators

■ Changing barrier codes

■ Sending calls to console operators

■ Console operator-controlled remote access

■ Sending reports to console operators

2 DEFINITY ECS Console Operations

Understanding the co nsole layout

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 infor mation in this c hapter describes the following:

■ ‘‘Physical layout of your console’’ on page 4

■ ‘‘Outside-lines buttons and lamps’’ on page 7

■ ‘‘Call appearance buttons and lamps’’ on page 8

■ ‘‘Dialing keypad and call processing area’’ on page 9

■ ‘‘Feature buttons and lamps’’ on page 12

■ ‘‘The display and display buttons’’ on page 13

■ ‘‘Volume control and option selector buttons’’ on page 20

■ ‘‘Selector console’’ on page 22

■ ‘‘Tones heard through handset or headset’’ on page 24

Issue 5 July 2001 3

Understanding the console layout

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 function like a phone, i t 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 sp ecial featur es.

Two types of consoles are described in this chapter: the 302A/B and the 302C/D console. The following section contains drawings of 302A/B and 302C/D consoles followed by infor mation on the la yout of b uttons , indic ators , and th e cal l display.

4 DEFINITY ECS Console Operations

Physical layout of your console

Cont

Warning

Busy

GHI

PQRS

ABC

JKL

TUV

Oper

Ringer

Select Volume

Cont

Warning

Busy

Calls Waiting

DEF

MNO

WXYZ

Calls Waiting Warning

Individual Calls Waiting

Alarm Alarm

Reported

Position Available

On Hold

Start ReleaseCancel

Test

phdg302b KLC 031899

1. Lamp test switch 8. Display

2. Handset 9. Select button

3. Handset cradle 10. Volume control buttons

4. Call processing are a 11. Outside-line buttons

5. Outside-line butt ons 12. Feature buttons

6. Warning lamps and call waiting lamps 13. Call appearance buttons

7. Display buttons

Figure 1. Model 302A/B attendant console

Issue 5 July 2001 5

Understanding the console layout

Control Warning Busy

GHI

PQ SR

Cancel Start Release

ABC

JKL

TUV

Ringer

Select

Control Warning Busy

Forced

WXYZ

MNO

Calls Waiting Warning

Individual

Calls Waiting

Alarm

Alarm Reported

Position Available

Calls Waiting

DEF

Release

Split

abcde

Volume

Night Pos

Busy

Hold

1. Handset 8. Display

2. Handset cradle 9. Select button

3. Console activatio n button (3 02D only) 10. V ol ume control buttons

4. Call processing are a 11. Outside-line buttons

5. Warning lamps and call waiting lamps 12. Feature buttons

6. Outside-line buttons 13. Call appearance buttons

7. Display buttons

Figure 2. Model 302C/D attendant console

phdg302c KLC 042501

6 DEFINITY ECS Console Operations

Outside-lines buttons and lamps

The outside-lines buttons and lamps allow you to choose an out si de line or can be dedicated for paging system users. The outside-lines buttons and lamps include:

■ Labeled buttons representing outside lines

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

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

are busy

■ A Control lamp indicating that an outside line is in use

Note: Buttons are labeled as an example only.

Control lamp

Warning lamp

Busy lamp

Trunk group

select buttons

LOCAL

phdg302t LJK 050201

Control Warning Busy

CHI LAPHIL STLBOST DRATL DALNY MIALOCAL

Control Warning Busy

Figure 3. Sample outside-lines buttons and lamps

SFSFSF

Issue 5 July 2001 7

Understanding the console layout

Call appearance buttons and lamps

The call appearance buttons and lamps allow you to answer calls, place calls, or identify when calls are placed on hold. They include:

■ 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 return s to the console.

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

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

Hold lamp Attendant lamp

Call appearance button

abcde

Figure 4. Call appearance buttons and lamps

phdf302a LJK 050201

8 DEFINITY ECS Console Operations

Dialing keypad and call processing area

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

Calls Waiting Calls Waiting

Warning Individual

Calls Waiting

Alarm

Alarm Reported

Position Available

phdf302x KLC 042501

GHI

PQRS

ABC

JKL

TUV

DEF

MNO

WXYZ

Start ReleaseCancel

Figure 5. Dialing keypad and call processing area

The call-appearance buttons allow you to:

■ Cancel a call

The

CANCEL button allows you to abort a call procedure without

disconnecting parties who are on the line.

■ Start a call

The

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

NOTE:

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

■ End a call

The

RELEASE button disconnects you from a call and prepares the console

for the next call.

Issue 5 July 2001 9

Understanding the console layout

The call processing lamps notify you that the following conditions exist:

Table 1. Call processing lamps

Lamp name Condition Meaning Action

Alarm Lighted Maintenance required System automatically

contacts your maintenance provider

Alarm/ Alarm Reported

Lighted

Successful communication to your maintenance provider

Unsuccessful communication to your

Flashing

maintenance provider

Maintenance problem resolved

Dark

Calls Waiting Lighted Call is waiting to be

answered

n/a

Contact your system manager

n/a Answer call at your ear liest

convenience

Continued on next page

10 DEFINITY ECS Console Operations

Dialing keypad and call processing area

Table 1. Call processing lamps (Continued)

Lamp name Condition Meaning Action

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 arri ved 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

Continued on next page

Issue 5 July 2001 11

Understanding the console layout

Feature buttons and lamps

The features buttons and lamps of your console allows you to perform standard and specialty operations. Your console is configured with features purchased by your company. Your system manager can provide a list of features available to you. Refer to Chapter 4, ‘‘Using the features’’ for specific feature information.

Status lamps

Forced

Release

Split

Note: Unlabeled buttons are available for assignment.

Figure 6. Feature buttons and lamps

Night Pos

Busy

Hold

phdf301f KLC 042501

12 DEFINITY ECS Console Operations

The display and display buttons

The alphanumeric display provides information about callers, called parties, call status, and call features. The console has a 1-line by 40-character display. The console has 8 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.

40 character display area

ph302and PDH 041597

Figure 7. Display

These display mode buttons are as follows:

NOTE:

Your system manager may change the function of each button.

■ NORMAL MODE (comes with every console)

This button displays ca ll-r elate d infor mation for active , incoming calls and console-origina ted calls. F or more inf ormation on i nformatio n that displ ays in normal mode, refer to Displaying call-related information later in this chapter.

■ INSPECT MO DE

This button displays call-related information for held calls when you are on another call.

■ DATE TIME

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

■ TIMER (Elapsed Time)

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

Issue 5 July 2001 13

Understanding the console layout

■ 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.

■ 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 D irectory)

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

BUSY button

monitors. To access this information:

1. Press the STORED NUMBER button

2. Press the

BUSY button.

14 DEFINITY ECS Console Operations

The display and display buttons

Displaying call-related information

Call-related information includes:

■ Incoming-ca ll button asso ciated 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.”

a= TOM BROWN 3062

■ Caller identifi ca 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.

a= TOM BROWN 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.

a= OUTSIDE CALL 8

■ Called-party identification

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

a=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 sampl e, the acces s code th e line used is a WATS line, with access code 101.

b= WATS 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.

a= JEFF MORROW 4032

If only name information is available, the following displays.

a= JEFF MORROW 4032

If only number information is available, the following displays.

a= 3304 3304

Issue 5 July 2001 15

Understanding the console layout

If neither the name or the number is available, th e following displays.

a= 3304

a= OUTSIDE LINE NAME TRUNK ID

If the call gets redirect ed, the following displays.

a= 3304 COVER

System user’s calling privileges Your system manager assigns calling privileges for all system users.

A 2-digit number assigned by your sys tem mana ger, 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

ORIG OTWD

TOLL

NONE

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

phone. The user cannot place long distance calls from their

phone. The user has no calling restrictions.

16 DEFINITY ECS Console Operations

The display and display buttons

Call purpose

Call-purpose infor mation i denti fies fe ature s th at are in use. Table 3 defines call-purpose identifiers.

Table 3. Call purpose identifiers

Identifier Description B

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

■ Do not answer

■ Send their calls to coverage

■ Are active on a call that uses temporary bridged appearance

f ic

Controlled Outward Restriction call. An internal user who doesn’t have call ing privileges for outside lines attempts to make an outgoing call.

Controlled Station-to-Station Restriction call. An internal user who doesn’t have internal calling privileges attempts to make a call to anot her internal phone.

Controlle d Termination Restriction call. A caller attempts to call a user who c annot receive calls.

Don’t Answer or Cover. Displays when called parties do one of the followin g:

■ Do not answer

■ Send their calls to coverage

■ Are unavailable and ha ve a temporary bridged appearance.

Call Forwarding. System users forward their calls to you. Intercept Treatment. 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.

Direct Inward Dialing (DID) Listed Directory Number (LDN) call. Incoming calls that are listed in the phone book and are placed directly to a system user’s extension.

Night Service Statio n call. Nig ht ser vice is o n and the c all goes t o the night service station.

Night Service. Consoles are in night service mode.

Continued on next page

Issue 5 July 2001 17

Understanding the console layout

Table 3. Call purpose identifiers (Continued)

Identifier Description rc rt

Recall call . A held call r eturns to the console. Return call. An unanswered, transferred call returns to the

console. Send All Calls call. Displays when a called system user

temporarily sends all their calls to coverage. Serial call. A ca ller pla ces repea ted call s on the s ame line wi thout

disconnecting. Trunk Control. A caller attempts to make an outgoing call on an

outside line that you control. The call redirects to you.

Continued on next page

18 DEFINITY ECS Console Operations

The display and display buttons

Call status

Call-status displays the phone call’s current status. Table 4 identifies ca ll status indicators and describes when they occur.

T a ble 4. Call status identifiers

Identifier Description

Ringing The dialed call rings. Wait The Attenda nt Call Waiting feature is av ailable. Wait, [I]

Intrusion

The Attendant Call Waiting and Intrusion features are available.

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

Attendant Call Waiting nor the Intrusion features are allowed.

Busy, [I] Intrusion

An extension is bus y or o u t of s ervice and the Attendant Call Waiting feature is not allowed.

Allowed

NOTE:

If your sys t em has Integrated Services Digital N etwork (ISDN) — Primary Rate Interface (PRI), refer to Chapter 4, ‘‘Using the

features’’ for display information associated with ISDN-PRI.

Issue 5 July 2001 19

Understanding the console layout

Volume control and option selector buttons

The volume control and option selector buttons provide control for:

■ Incoming call ringer volume

■ Handset/headset volume (302D console only)

■ Timed reminder tones volume (notification that a call needs additional

attention)

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

answered)

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

■ Expander option, which reduces the amount of background noise

transmitted during pauses in speech (302D console only)

■ Font option, which changes from Eurofont (default) to Katakana display

characters (302D console only)

NOTE:

The font option must be c ompat ible with the character set sent by the system to the console. This option is admin is ter ed during installation and should not be changed for normal operation.

Volume

Ringer

Select

(Timer)

"Timer" is the default feature for this button. However, this feature may be changed via system administration, resulting in a different button name.

phdf302r KLC 042501

Figure 8. Volume control and option selector buttons

20 DEFINITY ECS Console Operations

Volume control and option selector buttons

The volume control buttons have an (up) button, a (down) button, and the

SELECT button is used to select a different tone or option. To adjust the volume or

to select an option on your console:

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

display.

2. Pres s the

SELECT button to choose the type of tone you wish to adjust or th e

option that you wish to change.

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

(down) button to decrease the volume. Use these same buttons to change option settings.

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

Issue 5 July 2001 21

Understanding the console layout

Selector console

The Selector Console allows you to transfer ca lls 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) wi th Busy Lamp Field (BLF).

The basic selector console has 8 HGS buttons; the enhanced selector 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 exte nsion 83452, press the HGS button labeled 834, 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 to 800 possible extensions for the basic selector console and up to 2000 possible extensions for the enhanced selector console. For more information on how to transfer calls, refer to ‘‘Transferring calls to internal

extensions’’ on page 29.

90 91 92 93 94 95 96 97 98 99

80 81 82 83 84 85 86 87 88 89

70 71 72 73 74 75 76 77 78 79

60 61 62 63 64 65 66 67 68 69

50 51 52 53 54 55 56 57 58 59

40 41 42 43 44 45 46 47 48 49

30 31 32 33 34 35 36 37 38 39

20 21 22 23 24 25 26 27 28 29

10 11 12 13 14 15 16 17 18 19

00 01 02 03 04 05 06 07 08 09

phdgdxs KLC 031199

1. DXS/BLF buttons 2. DXS hundreds group select buttons

Figure 9. Selector console

22 DEFINITY ECS Console Operations

Selector console

You can determine the status of an extension by pressing the HGS button 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

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

system users have more than one line available. Ask your system manager about the phones in yo ur company. If the extension is busy, you hear a busy tone.

remain steady until the station is no longer busy. At that time, the lamp goes to a flashing mode.

Issue 5 July 2001 23

Understanding the console layout

Tones heard through handset or headset

When you operate the consol e , you he ar tones through the handset or headset that 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

Ringback Low 15 times a

minute

Special Ringback

Busy Low 60 tim es a

Fast Busy Low 120 times a

Confirmation n/a Three short

Coverage n/a One short

Dial Low Continuous

Intercept On-Off,

Reorder Low 120 times a

Low Single Calls are waiting to be answered.

minute

bursts

burst

steady tone

Siren-type high and low

“Dee-Do”

minute

A transferred call comes back to the console.

The called extension is busy.

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

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

A call to one extension rings at a different extension.

A phone is ready to use.

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

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

24 DEFINITY ECS Console Operations

Continued on next page

Tones heard through handset or headset

Table 5. Ringing and tones descriptions (Continued)

Tone name Pitch Frequency Meaning

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 co nsole 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 . This tone al so occu rs when someone on a conference call calls you or an unanswere d transf erred c all returns to you.

This ringing tone is heard on the latest models of the basic cons ole and all models of the enhanced console.

Continued on next page

Issue 5 July 2001 25

Understanding the console layout

26 DEFINITY ECS Console Operations

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 unexpect ed emergency. This section describes and provides step-by-step procedures for the following operations:

■ ‘‘Activating the console’’ on page 28

■ ‘‘Deactivating the console’’ on page 28

■ ‘‘Transferring calls to internal extensions’’ on page 29

■ ‘‘Transferring calls to outside numbers’’ on page 30

■ ‘‘Placing callers on hold’’ on page 31

■ ‘‘Connecting two or more callers’’ on page 31

■ ‘‘Answering emergency calls’’ on page 32

Before you read the rest of this section, check with your system manager to see if you work in a Centralized Attendant Service (CAS) environment. If you work in a CAS environment, be sure to read Chapter 5, ‘‘Ce ntralized Attendant Service’’.

This chapter refers to “principal” consol es. 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.

For additional information on console operations, refer to DEFINITY ECS Console Operations Quick Reference, 555-230-890.

Issue 5 July 2001 27

Operating the console

Activating the console

To activate the console:

1. Plug in the handset or the headset. For all consoles except the 302D, the console is activated.

2. On the 302D console:

a. Press any button on the console.

The following messages repeat four times on the console display:

STANDBY MODE (On-hook) - Press Button On Left Side to Activate Console

b. Press the activate button on the left side of the 302D console.

The console is activated.

3. Sele ct one of the fol lo wing two opti ons :

■ 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 button.

Deactivating the console

To deactivate the console:

1. Sele ct one of the fol lo wing two opti ons :

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

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

2. Unplug the handset or the headset.

3. On the 302D console, press the activate button on the left side of the console.

The console is deactivated. The following messages repeat four times on the console display:

STANDBY MODE (On-hook) - Press Button On Left Side to Activate Console

28 DEFINITY ECS Console Operations

Transferri ng calls to internal extensions

Transferring calls to internal extensions

You may receive outside calls that you need to transfer to internal extensions or internal callers may need f or you to transf er the m to an e xtensi on. The pro ces s 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.

5. Sele ct one of the fol lo wing opt ion s:

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

■ Announce the call to the called party.

— If the called party accepts the call, press the

RELEASE button.

— If the calle d part y decl ines t o tal k to the c aller, 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, and the called party

does not have a voi ce mail box, pr ess t he

CANCEL button to reconnect

with the caller. Follow your company’s procedures for taking messages. Press the

RELEASE button.

SPLIT

Issue 5 July 2001 29

Operating the console

T ransfer ring call s to outside numbers

You may receive calls that you need to transfer to outside numbers 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:

1. Press the lighted call appearance button.

2. Greet the caller.

3. Acces s an out goi ng li ne by pr essing an outside line button or by dialing an outside line access code (many companies use 9 to access an outside line).

4. Sele ct one of the fol lo wing opt ion s:

■ 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.

— If the called party declines to talk to the caller, press the S

button to reconne ct to the caller. Tell the caller that t he c alled party was not available. Press the R

ELEASE button.

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

button to reconnect with the caller. Tell the caller that the called party was not available. Press the R

ELEASE 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.

PLIT

30 DEFINITY ECS Console Operations

Placing callers on hold

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

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 ca ll 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. This amount of time is administered by your system manager.

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 other.

To use connect two or more parties:

1. Call internal or e xternal party number 1.

2. Press the S

3. Call the internal or external party number 2.

TART button.

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.

Issue 5 July 2001 31

Operating the console

Answering emergency calls

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

■ 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. For more in formation, see ‘‘Notification of emergency calls’’ on

page 53 and ‘‘Providing emergency access to the operator ’’ on page 54.

32 DEFINITY ECS Console Operations

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 calling privileges.

This chapter desc ribes featu res av ailab le at your conso le. You may not ha ve ever y 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 illust rates the fea ture, the feat ure’s official name, an d step-by-step procedures for using the feature. The following procedures are described:

■ ‘‘Speeding up the console’’ on page 34

■ ‘‘H andling multiple-party calls’’ on page 36

■ ‘‘Answering calls for another party’’ on page 40

■ ‘‘Paging for c alled parties’’ on page 44

■ ‘‘A ssisting callers with special tools’’ on page 49

■ ‘‘Managing outside lines’’ on page 57

■ ‘‘Features for internal use’’ on page 60

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

Issue 5 July 2001 33

Using the features

Speeding up the console

Your system manager can program features described in this section to save time in a fast-paced envi ron ment. Fea tures in this s ecti on 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 di al keypad without pressing the

Example

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

Feature name

START button.

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:

■ Place local, long-distance, or international calls

■ Activate features

■ Access computer equipment at another location

Example

Pat orders of f ice su pplies for the executive offices . She pur chas es all 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.

34 DEFINITY ECS Console Operations

Speeding up the console

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.

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, Kelly Ratliffe, programs Pat’s console to place call s on hold automatically when Pat answers another call. 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

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

Issue 5 July 2001 35

Using the features

Handling multiple-party calls

This section describes features associated with connecting 2 to 5 callers on one call. It incl udes:

■ ‘‘Connecting multiple callers’’

■ ‘‘Locking out the console operator’’ on page 37

■ ‘‘Recalling the console operator’’ on page 37

■ ‘‘Paging with deluxe voice paging’’ on page 38

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 Foxworthy asks Pat to set up a conference call with him, two sales representatives, and the two distributors. Pat uses the procedures listed belo w to connect all five callers.

Feature name

Attendant Conference

Procedures

To place a conference call:

1. Call internal or external party number 1.

2. Press the

3. Call the internal or external party number 2.

4. Press the

5. Repeat steps 2 through 4 for additional parties.

6. Press the

START button.

SPLIT button. Both parties are connected.

HOLD button.

36 DEFINITY ECS Console Operations

Handling multiple-party calls

Locking out the console operator

Your system manager programs the console to prevent you from reentering a multi-party call th at you i niti ated. Pa rtie s on t hese ca lls, h owever, can contact you.

Example

Widgets Inc. is undergoing a merger. Company president Randy Foxworthy requests numerous confer ence ca lls to discus s highl y confid ent ial infor mat ion. To protect the confidentiality of the conversations, the system manager, Kelly Ratliffe, progra ms the con sol e with Attendant Lockout. Because no one can ent er 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. You must explain to the users on the held call how to recall you.

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

Issue 5 July 2001 37

Using the features

Procedures

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

■ Press the RECALL button.

■ Flash the switch hook.

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

Example

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 9 locations, one location at a time, 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 5 or Table 2 on page 6 for more

information) to function as paging buttons

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

access code

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.

38 DEFINITY ECS Console Operations

Handling multiple-party calls

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

■ 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).

Issue 5 July 2001 39

Using the features

Answering calls for another party

This section describes ways to answer calls from your phone when they ring to a different phone. It includes:

■ ‘‘Backing up the console operator’’

■ ‘‘Routing incoming calls through the console operator’’ on page 41

■ ‘‘Covering calls from the console’’ on page 41

■ ‘‘Forwarding all calls’’ on page 42

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 of f the hook”. Chris 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.

40 DEFINITY ECS Console Operations

Answering calls for another party

Routing incoming 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.

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

Issue 5 July 2001 41

Using the features

Procedures

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 B

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

caller’s number and the unanswered phone’s number.

Forwarding all calls

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

Exception:

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.

Example

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 numb er ar e se nt t empor ari l y to cov era ge.

Bob Sisterkey, quality assurance specialis t at W idg ets, Inc., had to leave the offi 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

42 DEFINITY ECS Console Operations

Answering calls for another party

Procedures

To forward all calls for an extension:

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. One of the following occurs:

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

that the procedure is successful, press the

■ If you hear an i nterc ept to ne (al terna ting hi gh-lo w, siren-like tone or

RELEASE button.

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

CANCEL button to try again.

the

To deactivate call forwarding all calls for a particular extension:

1. Press the

START button.

2. Dial the forwarding deactivation access code.

3. Dial the extension you want to deactivate.

4. Press the

RELEASE button.

Issue 5 July 2001 43

Using the features

Paging for called parties

This section describes methods for paging system users. It includes:

■ ‘‘P arking calls ’’

■ ‘‘Chime paging’’ on page 45

■ ‘‘Paging with voice paging’’ on page 46

■ ‘‘Paging with deluxe voice paging’’ on page 47

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.

Example

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

Feature name

Call Park

Procedures

To park a call:

1. Press the

2. Sele ct one of the fol lo wing opt ion s:

3. Use th e di al keypad or the selector console to dial the e xte nsi on whe re you

4. One of the following occurs:

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.

44 DEFINITY ECS Console Operations

Paging for called parties

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:

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 repea ts up to 3 times. If the paged party does not answer, the call returns to you for further assistance.

You can page called parties in up to 9 locations, one at a time, or use a single designated acce ss cod e or button to p age the call ed par ty i n all 9 l ocati ons at once. Your system manager designates codes for each paging zone by assigning:

■ The outside line buttons to function as paging buttons

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

Example

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

Feature name

Code Calling Access

Procedures

To page using chimes:

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

2. Press the

3. Dial the code calling access code.

4. Dial the paged party’s extension.

access code

START button.

Issue 5 July 2001 45

Using the features

5. One of the following occurs:

■ 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 dr op out of the call be fore the p aged and calling pa rties are

connected, press the

RELEASE button.

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

then press the

SPLIT button.

— To hold the call on the console, press the

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

— Report that the line is busy to the caller. — Take a message. — Press the

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, one at a time, 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

HOLD button.

RELEASE button.

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

access code

Example

Rick Foylund, company ar bitrato r, is away from his 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

46 DEFINITY ECS Console Operations

Paging for called parties

Procedures

To page individuals:

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

2. Press one of the following:

■ PAGE buttons (for each of the 9 locations)

■ PAGE ALL button, if provided

■ Keypad buttons to dial an access code

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

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 conferenc e call.

■ Outside line buttons to function as paging buttons

■ A sequence of numbers on your dial keypad

Example

Feature name

Loudspeaker Paging Access — Deluxe

Issue 5 July 2001 47

Using the features

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 buttons (for each of the 9 locations)

■ 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.

3. Press the

4. Press the

SPLIT button. HOLD button.

48 DEFINITY ECS Console Operations

Assisting callers with special tools

This section describes features that allow you to provide special assistance to callers. It includes:

■ ‘‘U sing Call Waiting’’

■ ‘‘S plit Swap’’ on page 50

■ ‘‘Interrupting a call’’ on page 51

■ ‘‘Overriding diversion features’’ on page 52

■ ‘‘Notification of emergency calls’’ on page 53

■ ‘‘Providing emergency access to the operator’’ on page 54

■ ‘‘Placing a series of calls’’ on page 55

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 for further attention.

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

Issue 5 July 2001 49

Using the features

Procedures

To notify callers that the party they cal l ed is busy:

Split Swap

1. Press the

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

2. Inform the caller that the called extension is busy, and that their call is waiting to be answered.

3. Press the

RELEASE button.

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.

You can alternate betwe en acti ve an d spl it c alls by pr essi ng the

SPLIT SWAP b utton.

This operation happens only if you have a split call and an active call, and both calls are in the talki ng stat e. If you pre ss the

SPLIT SWAP but ton duri ng non-ta lk ing

states (for example, dialing, ringing states, and so forth), then the split swap operation is denied. F or outg oing trunk calls , the stat e of the trun k is con sidered t o 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 th e split swap operation is denied. The 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, then the active will drops and the spl it awa y pa rt y

joins with you as the active call.

50 DEFINITY ECS Console Operations

SPLIT SWAP lamp

Assisting callers with special tools

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 sa me c all wi th George, 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

Procedures

To activate Split Swap:

1. Press the

To deactivate Split Swap, do one of the following:

1. Press the

2. Pres s the

3. Press the

START button and dial Harry, who answers. At

SPLIT SWAP button which will split Harry away and George

SPLIT SWAP button again, then Harry

SPLIT SW AP button.

SPLIT button and all parties are joined in conference. RELEASE button and the act ive c all a nd the spli t cal l are co nnecte d. HOLD button and the active call and the split call are connected

and the connected call is put on hold.

4. Press the CANCEL button and the active call drops and the split away party 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 her know tha t they a re taki ng Rob to the hospi tal. Pat assists Rob’s coach by interrupting Sara’s existing call. Now Rob’s coa ch ca n talk to Sara.

Feature name

Attendant Intrusion

Issue 5 July 2001 51

Using the features

Procedures

To interrupt a call:

1. Dial the desired busy party.

2. Press the

INTRUSION button.

3. Give message to called party.

4. Press the

RELEASE button.

Exception:

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

■ Dial the desired busy party.

■ Press the INTRUSION button.

■ 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 Busy 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 voice mail. Pat receive s an urgent call fo r Renee and overrides the call forwarding that Renee implemented to reach her at her extension.

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.

52 DEFINITY ECS Console Operations

Assisting callers with special tools

Notification of emergency calls

Your system manager decides whether one or more attendant consoles, one or more digital telephones, and up to 3 pag ers will recei ve notif icat ion of emer ge ncy calls. When system users dia l an emergenc y service agency telephone number (f or example, 911), these devices are notified that an emergency call was made.

Example

Edward Murrow, Widgets, Inc. salesman, just f el l down a flight of s tai rs bre aki ng his leg. Tom Bronaw, who was nearby, calls the emergency service agency telephone number (for exampl e, 91 1). As soon as the call is made, all consoles and digital telephones with an assigned are notified that an emergency call has been placed. The following information appears on Pat’s display:

E=Tom Bronaw 3041 EMERGENCY

Feature name

CRSS-ALERT button, and all assigned pagers,

Crisis Alert — Every User Responds

Procedures

If you work for a compan y that has more th an one console or digital telepho ne th at has been designated to respond to emergency calls, the following occurs:

1. The

2. Because each console and digital telephone user must acknowledge each

3. Each user records the crisis alert information.

4. Each user pushes the

5. Each us er pus hes the

Feature name

Crisis Alert — Single User Responds

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

consoles and digital telephones. The display shows the current crisis alert, overwriting any current display.

alert, each user pushes the

CRSS-ALERT button continues to flash.

CRSS-ALERT button, turning off the ringing. The

CRSS-ALERT button again and the lamp lights steady.

CRSS-ALERT button a third time and the l am p t urns off

and the display clears.

Issue 5 July 2001 53

Using the features

Procedures

If you work for a company that has more than one console or digital telephone, but only one user must respond to emergency calls, the following occurs:

1. The

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

consoles and digital telephones. The display shows the current crisis alert, overwriting any current display.

2. One u ser push es th e

CRSS-ALERT button, turning off the ringing and clearing

the alert from all other stations.

3. The user records the crisis al ert informat ion.

4. The user pushes the

5. The user pushes the

CRSS-ALERT button again and the lamp lights steady. CRSS-ALERT button a third time 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.

Example

Linda Mahoney, Widgets, Inc. s pokespe rson, h as just suf fered fr om a hea rt att ack. 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=Tom Roberts Ext 8345 00 in EMRG Q

She also hears a siren-like tone.

Feature name

Emergency Access to Attendant

54 DEFINITY ECS Console Operations

Assisting callers with special tools

Procedures

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.

■ The call rings at the console with a louder-than-normal volume.

If the caller dialed the feature access code, the call rings immediately at the attendant console.

If the user took the han dset off -hook and did not di al a feature ac cess code, the call rings at the attendant console after a predetermined amount of time (usually 10 seconds after dial tone stops).

■ The following displays:

a=Tom Roberts Ext 8345 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 re direction telephone.

Placing a series of calls

You can manage a series of calls for parties who call you from outside lines, needing to speak to a number of system users without calling back to the console each time. With this feature, th e caller returns to you when the first called party hangs up. You then can transfer the caller to the next party and continue the process un til all calls a re complete.

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 Call ing to pl ace a series of calls for Susan.

Feature Name

Attendant Serial Calling

Issue 5 July 2001 55

Using the features

Procedures

To manage a serial call:

1. Answer the call.

2. Press the

3. Press the

SERIAL button. START button.

4. Dial the desired extension.

5. Press the

RELEASE button.

When the called party hangs up, the original call 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.

56 DEFINITY ECS Console Operations

Managing outside lines

This section describes features for managing outside lines. It includes:

■ ‘‘Controlling access to outside lines’’

■ ‘‘Displaying outside line information’’ on page 58

■ ‘‘Choosing outside lines’’ on page 59

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.

Example

In an effort to increase their profit margins, Widgets, Inc. institutes a controlled long-distance calling plan. Only three customer service representatives may use long distance service and they may only call Widget, Inc. distributors. 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:

■ The name of the calli ng 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

a=Linda Wagner Local tc

this call)

Issue 5 July 2001 57

Using the features

Displaying outside line information

This feature provides call information about outside calls. This information appears on your display. When parties on the oth er 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

■ Special call status information

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 phon e might dis pl ay rath er than the pay phone number.

58 DEFINITY ECS Console Operations

Managing outside lines

Choosing outside lines

You can select a specific gr oup 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 select area to Widgets International. To call someone in Widgets International, Pat presses the outside line button labeled Chicago and dials the 7-digit phone number, without having t o di al 1 and the area code.

Feature name

Attendant Direct Trunk Group Selection

Procedures

To select an outside line:

1. Press the desired outside line button.

2. Dial the desired number.

Issue 5 July 2001 59

Using the features

Features for internal use

This section describes features that you might use internally for a variety of reasons. It includes:

■ ‘‘R estricting calls’’

■ ‘‘Activating Don’t Split’’ on page 62

■ ‘‘Testing phone system components’’ on page 63

■ ‘‘Accessing individual console operators’’ on page 63

■ ‘‘U sing the internal directory’’ on page 64

■ ‘‘Assigning main console operators’’ on page 65

■ ‘‘Leaving messages’’ on page 65

■ ‘‘Retrieving messages’’ on page 66

■ ‘‘Using night service’’ on page 67

■ ‘‘Routing calls economically’’ on page 68

■ ‘‘Using Visually Impaired Attendant Service’’ on page 72

Restricting calls

You can activate or deactivate calling restrictions for individual phones or groups of phones. Table 7 lists the restrictions you can control:

Table 7. Calling restrictions

Call type Users cannot do the following:

Outbound calls Place outside calls from these phones. All calls Place or receive any calls from these phones. Station-to-station Place or receive internal calls from these phon es. Termination Receive calls on these phones. T oll Place toll cal ls, but they ca n place free local call s on these

These restrictions override user privileges established by your system manager. T oll restric tion ca n be substi tute d for ou tbound or s tati on-to- stat ion r estr ictions by your system manager.

phones.

60 DEFINITY ECS Console Operations

Features for internal use

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

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 = T ermination

■ 4 = Station-to-station/toll calls

4. Dial the extension you wish to restrict.

5. One of the following occurs:

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

RELEASE button.

■ If you hear an inte rcept to ne (alternating high-low, siren-like tone or

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

CANCEL button to retry.

To deactivate a restriction:

1. Press the

START button.

2. Dial the restriction deac tivation code.

3. Dial one of the following restriction code numbers:

■ 1 = Outbound calls/toll calls

■ 2 = All calls

■ 3 = T ermination

■ 4 = Station-to-station/toll calls

Issue 5 July 2001 61

Using the features

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

5. One of the following occurs:

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

■ If you hear an i nterc ept to ne (al terna ti ng high- low, siren-like tone o r

Activating Don’t Split

RELEASE button.

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

CANCEL button to retry.

You can disable auto start by pressing the the system to send di ale d to uch-tone digits. Some telecommunications equipmen t requires touch-tone digits to function properly.

Example

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

Feature name

Don’t Split

Procedures

To use Don’t Split:

1. Press the

2. Dial the desired number.

To deactivate Don’t Split:

1. Press the

DON’T SPLIT button. Don’t Split allows

DONT SPLIT button, disabling aut o start.

DON’T SPLIT button.

CANCEL button.

62 DEFINITY ECS Console Operations

Features for internal use

Testing phone system components

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

■ Outside lines

■ Touch-tone phones

■ Time slots

■ System tone s

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 ou r system manage r assigns a pers onal extensio n to each console i n your system, so that users can dial console operators directly. If you have this feature you ca n also:

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

for the next available line)

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

system manager for more information.)

■ Have two calls waiting in your individual call waiting queue

Example

Widgets , Inc. is consolidating telecommunications with parent company , Widgets International. Since the companies are located in differ ent cities, system manager Kelly Ratliffe assigns personal extensions to each console operator. Jonathan Livingston, a telema rkete r, has a question specific to W i dgets, Inc., so h e ca lls Pa t directly.

Issue 5 July 2001 63

Using the features

Feature name

Individual Attendant Access

Procedures

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 Director y

Procedures

To search for an extension corresponding to a known name:

1. Press the

2. Press the letters of the desired name on your keypad. Star t with the last

3. If a name is displayed, press the

4. Press the

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

DIRECTORY button. The console displays:

DIRECTORY - PLEASE ENTER NAME

name first. Names with their corresponding extensions appear. If the entered name is

not in the directory, the console displays:

NO MATCH - TRY AGAIN

NEXT button to advance to the next name.

MAKE CALL button to call the displayed number.

64 DEFINITY ECS Console Operations

Features for internal use

Assigning main console operators

Y ou r system manager designates a console opera tor from a mult i-branch sys tem to answer calls from more than one branch location. Console operators, located at each branch, can answer calls for their branch, but not anot her branch.

Example

Since Widgets, Inc. combined operations with Widgets International, system manager Kelly Ratliffe programs 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 Attendant Calls

Procedures

Follow normal calling procedures.

Leaving messages

Internal users can leave shor t, pre programmed “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 numer ous calls for president Randy Foxworthy that require personal a ttent ion. When Randy i s u navailabl e to ta ke the se cal ls, Pa t uses leave word calling to notify Randy that he has a call that she must discuss with him.

Feature name

Leave Word Calling

Issue 5 July 2001 65

Using the features

Procedures

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

1. Press the

2. Dial the desired extension. Called party’s phone is busy or goes unanswered.

3. Press the

4. Hang up.

To cancel a message you left for a system user:

1. Press the

2. Press the

3. Dial the extension number where the message was left.

4. One of the following occurs:

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

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

Retrieving messages

START button.

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

START button. LWC CANCEL button.

RELEASE button.

to try again.

You can retrieve messages for oth er syst em users . Other sy st 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:

Pat tells Rich that Ann Carter cal led him t wo times. T he last time she called was at 10:45 A.M. on February 7. Ann wants Rich to call her back at extension 3124.

Feature name

Message Retrieval

Carter Ann 2/7 10:45a 2 CALL 3124

66 DEFINITY ECS Console Operations

Features for internal use

Procedures

To retrieve messages:

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 stor ed message or displays:

END OF MESSAGES

■ 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 consol e in n ight ser vice and c allers h ear the after hours message.

COVER MSG RT button.

currently displayed message

Feature name

Night Service

Procedures

To activate Night Service:

1. Press the

To deactivate Night Service:

1. Press the

NIGHT button.

Issue 5 July 2001 67

Using the features

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 desig nates 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 Override 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 remai ns in effect unt il 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.

Example

System manager Kelly Ratliffe saves considerable money for Widgets, Inc. by designing automated p at hs for call s to foll ow at c ertai n ti mes o f the day 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 10:0 0 a.m. and eveni ng rat es for Los Angeles calls made af ter 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 pl an 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.

68 DEFINITY ECS Console Operations

Features for internal use

Immediate Manual Override

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

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.)

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

■ The IMMEDIATE OVERRIDE lamp remains stea dily lighted

■ Display updates to:

OLD ROUT PLAN: x ENTER NEW PLAN: y

(Where y is the number you just 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 Normal mode. You must repeat step 1 to try again.

3. Press the

IMMEDIATE OVERRIDE or NORMAL MODE button.

■ The IMMEDIATE OVERRIDE lamp remains stea dily 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.

Issue 5 July 2001 69

Using the features

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 spec if y a dea ct 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 from 1 t hrough 7 spe cifies the day ( 1 is for Sunday and 7 is for Saturday). The time is specified in military hours (0000 for 12:00 midnight and 2359 for one minute before midnight).

To activate Clocked Manual Override:

NOTE:

The CLOCKED OVERRIDE lamp is lit if this option is already active.

1. Press the

CLOCKED OVERRIDE button.

■ The CLOCKED OVERRIDE lamp lights.

■ The first line of the 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 button (to specify the routing plan) and the 1

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

■ The CLOCKED OVERRIDE lamp remains steadily lighte d.

■ The 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 abbreviati on for the day of the week, and zz:zz is the activation time.)

NOTE:

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

70 DEFINITY ECS Console Operations

Features for internal use

To enter a deactivate date:

1. Press the

CLOCKED OVERRIDE button to confirm activation input data and to

enter deactivation time.

■ The CLOCKED OVERRIDE lamp remains steadily lighte d.

■ The display shows:

ENTER DEACTIVATION DATA & TIME

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

specify the hour).

■ The 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 time.)

3. Press the

CLOCKED OVERRIDE or NORMAL button.

■ The CLOCKED OVERRIDE lamp remains steadily lighte d.

■ Clocked Manual Override is active.

To manually deactivate Clocked Manual Override:

1. Press the

CLOCKED OVERRIDE button.

■ The CLOCKED OVERRIDE lamp goes out.

■ Scheduled daily routing plan goes into effect immediately.

Issue 5 July 2001 71

Using the features

Using Visually Impaired Attendant Service

Your console provides 8 buttons for voiced feedback of console functions for visually-impaired cons ol e-operators. Table 8 lists the 8 buttons and their function:

Table 8. Using VIAS buttons

Button name Voiced function

ACTIVATION/DEACTIVATION

Tells how to activate or deactivate this feature.

Example

CONSOLE STATUS DISPLAY STATUS LAST OPERATION LAST VOICED MESSAGE DIRECT TRUNK GROUP

SELECTION STATUS CLASS OF RESTRICTION

INSPECT

NOTE:

Console’s current status Display information Last compl eted operation Last message or digit sent to the console Available outside lines

Current caller’s cal li ng pri vi leges Tells what features are assi gned to othe r button s

This feature requires at least one speech synthesizer circuit pack to be installed into a s yst em port carrier, since you c an per form VIAS capabilities with speech synthesis messages that system users voice to you.

Pat is taking a leave of absence from Widgets, Inc. Her replacement, Lindsey Buller, i s visual ly impair ed. Kel ly Ratlif fe, sy stem mana ger , programs he r console with VIAS, and acquaints he r 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

Vi sually Impaired Attendant Service (VIAS)

72 DEFINITY ECS Console Operations

Features for internal use

Procedures

To use visual ly 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 deactivate the service.

NOTE:

System initialization, 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

RESTART button attempt.

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

RECOVERY or

Issue 5 July 2001 73

Using the features

74 DEFINITY ECS Console Operations

Centralized Attendan t Service

Centralize d 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.

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 Au to-Manual Splitting

■ Attendant Conference

The following features function differently in a CAS environment.

■ Tones

■ Display

■ Transferring calls

■ Night service

Issue 5 July 2001 75

Centralize d Attendant Service

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

Listed Directory Number

“0” on-off,

Recall on Call Waiting

Recall on Remote Hold

Recall on Don’t Answer

Incoming Call Identification

CAS display

In addition to standar d dis p lay in for m at ion , you ca n vie w the fol lowi ng i ncoming calls information from branch locations:

on-off, low three short

bursts

single Identifies a branch location call to th e

low low single Routes unattended calls on call waiting to

on-off, low

medium .2 5 second Routes unanswered calls to you

determined by system manager

4–6 cycles Routes unattended remote hold calls 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 na me 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

76 DEFINITY ECS Console Operations

handling branch calls.

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:

1. Press a 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. Sele ct one of the fol lo wing opt ion s:

■ 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. 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

RELEASE button.

RELEASE

CANCEL

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

button to reconnect with the caller. Explain to the caller that the called party cannot be reached. If the caller wants to wait, transfer the call again; then press the want to wait, take a message and press the

RELEASE button. If the caller does not

RELEASE button.

Issue 5 July 2001 77

Centralize d Attendant Service

Placing calls on remote hold

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

To place calls on remote hold:

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 call s. Below are descriptions for handling night calls from phones with multiple or single lines.

Multi-line phone — Night Service operations

Handling night service calls from multi-line phones is sim i la r to transferring calls from a console. You can transfer ca lls 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.

2. Listen for call identification tone (if provided by t he branch).

3. Answer the call.

78 DEFINITY ECS Console Operations

CAS operating procedures

4. Sele ct one of the fol lo wing opt ion s:

■ 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, the

DISCONNECT button, or the DROP button.

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. Sele ct one of the fol lo wing opt ion s:

■ Press the FLASH button.

■ Press the CONFERENCE button.

■ Press the TRANSFER button.

2. Dial the remote hold feature access code.

3. Sele ct one of the fol lo wing opt ion s:

■ Hang up.

■ Press one of the following:

—

CALL APPEARANCE button

—

DISCONNECT button

—

DROP button

Cancelling CAS calls

To cancel a CAS call from a multi-line p hone:

1. Sele ct one of the fol lo wing opt ion s:

■ Press the FLASH button

■ Press the CONFERENCE button

■ Press the TRANSFER button

The transferred call drops, or remote hold deactivates.

Issue 5 July 2001 79

Centralize d Attendant Service

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.

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.

80 DEFINITY ECS Console Operations

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.

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 console (see Figure 1 on page 5).

2. Pres s and hold the lamp te st switch (loca ted at the lef t front of th e console). The following should occur:

■ All lamps in the display should light for 2 seconds.

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

light and go dark in se quence from top to bottom.

■ The timed-reminder tone (high-pitched, 0.5 second tone) sounds.

3. Release the Lamp Test switch.

■ Lamps return to their former state.

■ The timed-reminder tone silences.

4. Close the panel.

5. If needed, press

POS BUSY to return to normal mode.

Issue 5 July 2001 81

Routine maintenance

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

1. Press and hold the following occurs repeatedly:

■ All segments in t he di splay tu rn on for s evera l sec onds whi le t he top

row of lamps cycle on and off.

■ The 302D displays the console type, firmware release, and release

date.

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

and off in sequence from top to bottom.

■ The timed-reminder tone (high-pitched, 0.5 second tone) sounds.

2. Relea se the

■ Lamps return to their former state.

■ The timed-reminder tone silences.

POS BUSY and VOLUME buttons.

3. If needed, press

Cleaning the 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 direct ly to the console; instead, apply it to the cloth, then rub it onto the console.

POS BUSY and VOLUME UP button simultaneously. The

POS BUSY to return to norma l mode.

Do not spill any type of liquid on the consol e. Liquids spilled on the console damage the electronic components.

82 DEFINITY ECS Console Operations

Commercial power failure

If commercial power fa ils, the syste m’s battery backup keeps your console operating for a sho rt time. Wh en thi s short time exp ires, the power fa ilure trans fer automatically activates, and the console does not function. When power returns, consoles return to normal operation. On the 302D, you must press the activate button.

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

■ Attendant Control of Trunk Group Access — Reestablish control of

desired outside lines.

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

desired extension numbers.

■ Controlled Restrictions — Reestablish control of desired phones or groups

of phones.

■ Night Service — Reactivate Night Service as desired.

Issue 5 July 2001 83

Routine maintenance

84 DEFINITY ECS Console Operations

Glossary and abbreviations

AAR

See Automatic Alternate Routing (AAR).

Abbreviated Dialing (AD)

A feature that allows callers to place calls by dialing just one or two digits.

AAR

Automatic Alternate Routing

ACD

See Automatic Call Distribution (ACD).

access code

A 1-, 2-, or 3-digit dial code u s ed 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.

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 administ er and maintain a system. See also terminal.

appearance

A software process that is associate d wi th an extension and whose purpo se is to supervise a call. An extension can have multiple appear anc es. Also called call appeara n ce, line appeara nce , and oc c urren ce. Se e also call appearance.

ARS

See Automatic Route Selection (ARS).

attendant

A person at a console who provides persona lized service for incoming callers and vo ice-services users by performing switching an d sign a ling oper a tio ns. See also attendant console.

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 attendant.

Automatic Alternate Routing (AAR)

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

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.

Issue 5 July 2001 85

Glossary and Abbreviation s

Automatic Call Distribution (ACD) split

A method of routing calls of a similar type among ag ents 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.

barrier code

A security code used with the Remote Acces s feat ure 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 appearance on another p hone for the duration of a call.

call appearance

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

2. For the phone, a button labeled with an extension and used to place outgoing 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 Accounting System

CDR

See Call Detail Recording (CDR).

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 pro cessor com plex tha t interpr ets dia ling pulses, to nes, an d ke yboard charac ters and makes the proper connections bo th within the system and external to the sy stem. 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 co mmunications services, including access to public and private networks, for telephones and data terminals on a customer’s premises. See also switch.

86 DEFINITY ECS Console Operations

Glossary and Abbreviation s

confirmation tone

A tone confirming that featur e activation, deactivation, or cancellation has been accepted.

console

See attendant console.

COR

See Class of Restriction (COR).

COS

See Class of Service (COS).

coverage call

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

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 public net w ork or on another communications system in a private network.

FAC

Feature Access Code

facility

A telecommunications transmission pathway and a ssociated 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 specific feature.

inside call

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

Issue 5 July 2001 87

Glossary and Abbreviation s

Integrated Services Digital Network (ISDN)

A public or private network that provides end-to-end digital communications for all services to which users have access by a limited set of stand ard multipurpose user-network interfaces defined by the CCITT. Through internationally accepted standard interfaces, ISDN provides digita l circuit-switched or packet-switched communications within the network and links to other ISDNs to provide national and international digital communications. See also Integrated Services Digital Network Primary Rate Interface

(ISDN-PRI).

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

The interface between multiple communications system s that in North America inclu des 24 64-kb ps 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-PRI is 23 64-kbps B-channels for transmitting voi ce and data and 1 64-kbps D-channel for transmitting associated B-channel call control and out-of-band signaling information. With nonfacility-associated signaling (NFAS), ISDN-PRI can include 24 B-channels and no D-channel. See also Integrated Services Digital Network (ISDN).

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

See appearance.

LWC

Leave Word Calling

multiappearance phone

A terminal equipped with several call-app earance buttons for the same extension, a llowing the user to h andle more than one call on that same ext ension at the same time.

network

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

88 DEFINITY ECS Console Operations

Glossary and Abbreviation s

PBX

Private branch exchange

PRI

See Primary Rate Interface (PRI).

Primary Rate Interface (PRI)

A standard ISDN frame form at 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-kbp s 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.

principal

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

principal (user)

A person to whom a telephone i s assigned and who has message-ce nt er coverage.

private network

A network used exclusively for the telecommunications needs of a partic ular 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 bridged appearance; allows the terminal user (usually th e principal) to bridge onto a call that had been answered by another party on his or her behalf.

single-line phone

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

split

See AD.

status lamp

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

Issue 5 July 2001 89

Glossary and Abbreviation s

switch

Any kind of telephone sw itching system. See also communications system.

switchhook

The buttons located under the rece iv er 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-administration capabilities.

T AAS

Trunk Answer from Any Station

terminal

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

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.

90 DEFINITY ECS Console Operations

Index

Numerics

302A/B console diagr a m, 5 302C/D console diagram, 6

abbreviated dialing, 34

see speed dialing, 34

accessing individual operators, 63 activating don’t split

see don’t split, 62 alarm lamp, 10 alarm reported lamp, 10

maintenance communications, 10 alarms

alarm reported lamp, 10

alarm, maintenance required, 10 alphanumeric display

call purpose, 17

call status, 19

calling privileges,16

cover msg rt button, 14

date time button, 13

delete msg, 14

incoming call button, 15

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, 32 atnd lamp, 8 attendant backup, 40

see backing up the console, 40 attendant call waiting, 49

see using call waiting, 49 attendant conference, 36

see connecting multiple callers, 36 attendant control of trunk group access, 57, 83

see controlling access to outside lines, 57 attendant direct trunk group selection, 59

see choosing outside lines, 59 attendant intrusion, 51

see interrupting a call, 51 attendant lockout, 37

see locking out the operato r, 37 attendant override of diversion features, 52

see overriding diversion featu res, 52

attendant recall, 37

see recalling the operator, 37

attendant serial calling, 55

see placing a series of calls, 55 auto start, 29, 34 automatic alternate routing and automatic route selection, 59

see choosing the best route for calls, 59

backing up the cons ole, 40 branch locations, 76 busy lamp, 7 busy lamp field (BLF), 22 buttons

cancel, 9

cover msg rt, 14

date time, 13

delete msg, 14

feature button area, 12

incoming call, 15

inspect mode, 13

intgrtd directory, 14

make call, 14

next, 14

normal mode ,13

release, 9

start, 9

stored numbe r , 14

timer, 13

call appearance button, 8 call appearance buttons, 8

atnd lamp, 8

hold lamp, 8 call coverage, 41

see covering calls from the consol e , 41 call forwarding all calls, 42, 83

see forwarding all calls, 42 call processing indicators

alarm lamp, 10

alarm reported lamp, 10

call waiting lamp, 10

calls waiting warning, 11

individual calls waiting lamp, 11

pos avail lamp, 11 call purpose, 17 call purpose identifiers, 17 call status, 19 call status identifiers, 19 call waiting warning, 11 called-party identificatio n, 15 caller information, 15

Issue 5 July 2001 91

Index

call-handling buttons

cancel, 9 release, 9

start, 9 calling other console operators, 65 calling privilege identifiers, 16 calls waiting lamp, 10 cancel button, 9 cancelling CAS calls, 79 CAS alphanumeric display, 76 CAS backup service, 78 CAS night service, 78

using multi-line phones, 78 CAS night servic e operations, 78 CAS tones, 76 chime paging, 45 choosing outside lines,59 choosing the best route for calls, 59 cleaning the console, 82 clocked manual override, 70 code calling access, 45

see chime paging, 45 commercial power failure, 83 conference calls, 31 connecting callers, 31 connecting multiple callers, 36 console

302A/B, 4, 5

302C, 4

302C/D, 6

cleaning the, 82

layout, 4

selector console area, 22

testing the 302A/B, 81

testing the 302C/D, 82

tones, 24 control lamp, 7 controlled restrictions, 60, 83

restricting calls, 60 controlling access to outside lines, 57 conventions us e d in do cument, 2 cover msg rt button, 14 covering calls from the console, 41 crisis alert

see emergency notification to digital telephones, 53

single user responds, 53

date time button, 13 delete msg button, 14 dialing keypad area, 9 direct extension selection (DXS), 22

display, 13

called-party identification , 15 caller information, 15 diagram, 13

don’t split, 62

emergency calls, 32 emergency notification

every user responds, 53

exceptions

transferring, 30

extension number status, 23

feature access codes, 33 feature button area, diagram, 12 forwarding all calls, 42

hold, 35

placing calls on, 31 hold lamp, 8 hold-automatic, 35

see holding calls automatically, 35 holding calls automatically, 35 hundreds group select ( HGS), 22

immediate manual override, 69 incoming call button, 15 individual attendant access, 63

accessing individual operators, 63 individual calls waiting, 11 inspect button, 13 integrated directory, 64

using the internal directory, 64 Inter-PBX attendant calls, 65

calling other console operators, 65 interrupting a call, 51 intgrtd directory bu tto n, 14

92 DEFINITY ECS Console Operations

Index

lamp-test switch, 5 leave word calling, 65

leaving messages, 65 leaving messages, 65 locking out the operator, 37 loudspeaker pa ging, 46

paging with voice paging, 46 loudspeaker paging access — deluxe, 38, 47

paging with deluxe voice paging, 38, 47

make call button, 14 message retrieval, 66

retrieving messa ge s, 66 multi-line phone handling, 78 multiple listed directory numb e rs , 41

routing calls through the operator, 41

next button, 14 night service, 67, 83

using night service , 67 normal mode, 14

call purpose, 17

call status, 19

called-party identification, 15

caller information, 15

calling privileges,16

incoming call button, 15 normal mode button, 13 normal mode displays, 14

outside line buttons

busy lamp, 7 outside lines buttons

control lamp, 7

diagram, 7

warning lamp, 7 overriding diversion features, 52

paging with deluxe voice paging, 38, 47 paging with voice paging, 46 placing a series of calls, 55 placing calls on hold, 31 placing remote-hold calls, 78 pos avail, 11 position available, see pos avail, 11 principal, 27 principal console, 27 providing emergency access to the operator, 54

recalling the operator, 37 release button, 9 remote hold, 78, 79, 80 restricting calls, 60 retrieving messages, 66 ringer volume, 20 ringing and tone s descriptions, 24 ringing descri ptions, 24 routing calls economical ly, 68

clocked manual over ride, 70 immediate manual override, 69

routing calls through the operator, 41

security measures, 2 select button, 6 selector console area, 22

diagram, 22 single-line phone night service, 80 speed dialing, 34 split swap, 50 start button, 9 stored number button , 14 system user calling privileges, 16

terminating a call

release button, 9 testing facilities, 63 testing the 302A/B console, 81

Issue 5 July 2001 93

Index

testing the 302C/D console, 82 time-of-day routing, 68

clocked manual over ride, 70 immediate ma nual override, 69 routing calls economically, 68

timer

select button, 6 timer button, 13 tones, 24

CAS-associated tones, 76 transferring calls, 29, 30

externally, 30

internally, 29

outside numbers, 30 transferring CAS calls, 77, 78, 80

user calling privileges, 16 using call waiting, 49 using night service , 67 using the internal directory, 64

VIAS, see Visually Impaired Attendant Service Visually Impaired Attendant Service, 72 volume

ringer volume control, 20

volume control, 20

warning lamp, 7

94 DEFINITY ECS Console Operations

Avaya DEFINITY Enterprise Communications Server User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Contents

Introduction

Conventions used in this document

Security measures

Understanding the co nsole layout

Physical layout of your console

Outside-lines buttons and lamps

Call appearance buttons and lamps

Dialing keypad and call processing area

Feature buttons and lamps

The display and display buttons

Displaying call-related information

Call purpose

Call status

Volume control and option selector buttons

Selector console

Tones heard through handset or headset

Operating the console

Activating the console

Deactivating the console

Transferri ng calls to internal extensions

T ransfer ring call s to outside numbers

Placing callers on hold

Connecting two or more callers

Answering emergency calls

Using the features

Speeding up the console

Using Auto Start

Example

Feature name

Procedures

Speed dialing

Example

Feature name

Procedures

Holding calls automatically

Example

Feature name

Procedures

Handling multiple-party calls

Connecting multiple callers

Example

Feature name

Procedures

Locking out the console operator

Example

Feature name

Procedures

Recalling the console operator

Example

Feature name

Procedures

Paging with deluxe voice paging

Example

Feature name

Procedures

Answering calls for another party

Backing up the console operator

Example

Feature name

Procedures

Routing incoming calls through the console operator

Example

Feature name

Procedures

Covering calls from the console

Example

Feature name

Procedures

Forwarding all calls

Example

Feature name

Procedures

Paging for called parties

Parking calls

Example