Avaya DEFINITY Enterprise Communications Server User Manual

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Console Operations

555-230-700

Issue 5

July 2001

Copyright 2001, Avaya Inc
All Rights Reserved

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: [phone]
non-US Voice: [phone]
non-US Fax: [phone]

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.

Contents

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.

1

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

2

■ ‘‘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

8

6

Cont

Warning

Busy

2

5

1

GHI

4

4

PQRS

7

3

ABC

JKL

TUV

Oper

7

Ringer

Select Volume

Cont

Warning

Busy

10

11

Calls Waiting

DEF

2

3

MNO

5

6

WXYZ

8

9

0

Calls Waiting
Warning

Individual
Calls Waiting

Alarm
Alarm

Reported

Position
Available

On Hold

Start ReleaseCancel

13

9

12

1

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

7

Control
Warning
Busy

1

2

3

6

1

GHI

4

4

PQ SR

7

Cancel Start Release

ABC

JKL

TUV

9

8

10

Ringer

Select

Control
Warning
Busy

Forced

2

5

WXYZ

8

0

MNO

Calls Waiting
Warning

Individual

6

Calls Waiting

Alarm

9

Alarm Reported

Position
Available

Calls Waiting

DEF

3

Release

Split

abcde

Volume

Night Pos

11

Busy

12

Hold

13

f

5

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

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

a

abcde

Figure 4. Call appearance buttons and lamps

phdf302a LJK 050201

f

8 DEFINITY ECS Console Operations

Dialing keypad and call processing area

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

1

GHI

4

PQRS

7

ABC

2

JKL

5

TUV

8

0

DEF

3

MNO

6

WXYZ

9

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

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 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

or

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

co

cs

ct

d

f
ic

ld

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.

n

na

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

s

sc

tc

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

1

2

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

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