Lucent Technologies DEFINITY User Manual

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DEFINITY

Enterprise Communications Server

Release 7 Console Operations Quick Reference

555-230-890 Comcode 108383811 Issue 3 June 1999

Notice

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

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications system by an unauthorized pa rty, for example, persons ot her

than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your teleco m muni catio ns serv ices.

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Order: Document No. 555-230-890

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Issue 3, June 1999 For more information about Lucent Technologies documents, refer to the section entitled “Related Documents” in “About This Document.”

Product Support

To receive support on your product, call 1-800-242-21 21. Outside the continental United States, contact your local Lucent Technologies authorized representative.

You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in order to fully understand the features t hat can introduce risk of toll fraud and the steps that can be ta ken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucen t Tech no log ie s will n ot b e respo nsib le for any charges that result from such unauthori zed use.

Lucent Technologies Fraud Intervention

If you suspect that you are bein g victimized by toll fraud and you need technical suppor t o r assistance, call the Lucent Technologies National C ustomer Care Center support line at 1-800-643-2353. Outside t he contine ntal Un ited Sta tes, co ntact your local Lucent Technologies authorized representative.

Federal Communications Com miss io n Sta tem ent Part 15: Class A Statement. This equipment has 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 rea son ab l e prote c tio n ag a ins t ha rm f ul 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 communication s. Operation of this equipment in a residential area is likely to cause ha rmful inter ference, in which case the user will be required to correct the interference at his own expense

European Union Declaration of Conformity

The “CE” mark affixed to the DEFINITY® equipment described in this book indicates that the equipment conforms to the following European Union (EU) Directives:

• Electromagnetic Compatibility (89/336/EEC)

• Low Voltage (73/23/EEC)

• Telecommunications Terminal Equipment (TTE) i-CTR3 BRI and i-CTR4 PRI

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

Comments

To comment on this document, return the comment form.

Lucent Technologies Web Page

The World W id e We b ho me pa ge for Luce nt Tec hn olo gies is http://www.lucent.com

Acknowledgment

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

Trademarks

DEFINITY is a registered trademark of Lu cent Technologies. GuestWorks is a registered trademark of Lucent Technologies.

DEFINITY® Enterprise Communications Server Release 7 Console Operations Quick Reference

555-230-890

Contents

Contents iii Console Operations 1

■ About This Document 1

Assumptions 1 Conventions 1 Related Documents 3

■ Basic Operation 4

Console Layout 4 Status Lamps 8 Call Purpose Indicators 8 Administrable Features 9 Activate the Console 10

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iii

Deactivate the Console 10 Answer Calls 10 Make Calls 11 Forced Release 14 Split Calls 14 Split Swap 15

Auto Start and Don’t Split 17 Class of Restriction 17 Night Service 18

■ Feature Operation 19

Attendant Backup 19 Busy Verification 20 Call Forwarding 21 Call Park 23 Conference 23 Crisis Alert 24 Emergency Access to Attendant 25 Hold 25 Integrated Directory 26 Intrusion 28 Loudspeaker Paging 29

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Contents

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Override 30 Recall 31 Serial Calling 32 Transfer 34 Trunk Identification 36

Index 37

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Console Operation s

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Console Operations

About This Document

This document contains basic telephony procedures for using the DEFINITY® Enterprise Communications Server (ECS) attendant console. These procedures are done by the attendants or front desk personnel.

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1About This Document

All office staff personnel that operate the attendant console or do console operations at a backup telephone should be familiar with these procedures. If you need extra copies of this document, contact your Lucent representative or order more copies as described on the inside cover of this document.

Assumptions

It is assumed throughout this document that the user is familiar with the basic operation of telephones and attendant consoles. If users have access to a multimedia personal computer, there is training available on CD-ROM for basic console and telephone operations.

Conventions

The following conventions are used in this document:

■ Buttons you press on the console are shown as follows:

RELEASE button

The buttons shown in this document use label designations provided by Lucent Technologies. Since the button labels can be customized for each site, some button labeling may have different designations.

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Some button labels on the console, such as Serial Call, span two lines. Because of line spacing in this doc ument, th ey are shown ac ross one li ne of text, such as

■ The term “dial keypad” refers to the touch-tone keypad where you dial

SERIAL CALL.

(enter) telephone numbers and feature access codes.

■ When referring to lamps, the reference is to one of two types of lamps

found on the atten dant consol e: the s tatus la mps next to t he dial keypad a nd the lamps associated with feature and trunk buttons. The status lamps next to the dial keypad have fixed meanings. Those lamps are shown a s f ol lows :

Position Available Lamps associated with feature and trunk buttons are identified by their

button label (such as

■ Messages appearing on the display are shown as follows:

a= CONFERENCE 2 rc

NORMAL MODE).

When the display examples show a value within “arrows” (< >), this represents a variable that will differ for each example.

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2About This Docu me nt

■ The term “attendant console” signifies the Model 302B, 302C, or PC

console that usually is found at the front desk. The term “backup telephone” signifies either a Model 6408, 6424, 8410D or 8434 telephone with attendant-type feature buttons. Other multiappearance telephones can be used, but the preferred models are the 6408, 6424, 8410D or 8434.

■ When a procedure refers to a “extension,” the procedure is referring to the

extension number of a user or guest . A guest’s room number and ext ensio n are not always the same.

■ You will hear the following tones during normal operation:

— Dial tone — a steady tone you hear when you select an idle call

appearance.

— Ringback tone — th e no rmal ringing tone y ou he ar af ter you dial an

extension or outside number.

— Busy tone — a slow on-off-on-off tone you hear when the person

you are calling is busy.

— Reorder tone — a fast on-off-on-off tone you hear when calling

facilities are not available or are out of order.

— Confirmation tone — a three-burst tone you hear after successfully

using a feature access code.

— Intercept tone — a high-to-low tone you hear when a call or feature

access code is not accepted.

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■ The following table lists the features described in this document. Ask your

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administrator for these codes and write them down in this table.

Feature

Answer Back (for Call Park) Call Forwarding - All Calls Activation Deactivation

Call Forwarding - Busy/Don’t Answer

Activation Deactivation Call Park

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Feature Access

Code

Trunk Answer Any Station (used from the backup telephones)

Basic Operation

Console Layout

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4Basic Operation

The Attendant Consoles and DXS Sele ctor Cons ole are shown in Figure 1

2, and Figure 3.

GHI

PQRS

Tes t

Cont

Warnin g

Busy

Select Volume

Cont

Warnin g

Busy

CallsWaiting

ABC

JKL

TUV

Oper

CallsWaiting

DEF

Warni ng

Individual

MNO

CallsWaiting

WXYZ

Alarm

Alarm Reported

Posit ion Available

On Hold

Start ReleaseCancel

Ringer

phdg302b KLC 031899

, Figure

1) Lamp Test Switch 8) Display

2) Handset 9) Select Button

3) Handset Cradle 10) Volume Control Buttons

4) Call Processing Area 11) Outside-line Buttons

5) Outside-line Buttons 12) Feature Buttons

6) Warning Lamps and Call

13) Call Appearance Buttons

Waiting Lamps

7) Display Buttons

Figure 1. Model 302A/B Attendant Console

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Control Warning Busy

CallsWaiting

DEF

ABC

GHI

JKL

PRQS

TUV

CallsWaiting Warning

MNO

Individual

CallsWaiting

Alarm

WXYZ

Alarm Reported

Positio n Available

Cancel Start Release

Select Volume Date Time

Control Warning Busy

Forced Release

Split Hold

Ringer

Night Pos

Busy

phdg302c KLC 031199

1) Handset 7) Display

2) Handset Cradle 8) Select Button

3) Call Processing Area 9) Volume Control Buttons

4) Warning Lamps and Call

10) Outside-line Buttons

Waiting Lamps

5) Outside-line Buttons 11) Feature Buttons

6) Display Buttons 12) Call Appearance Buttons

Figure 2. Model 302C Attendant Console

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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

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1) DXS Hundreds

2) DXS/BLF Buttons

Group Select Buttons

Figure 3. DXS Selector Console

The following list items correspond with the callouts shown in Figure 1, Figure 2, and Figure 3

. All the feature b uttons , tru nk acc ess bu ttons , and dis play buttons are on this console. The DXS Selector Console allows you to dial an extension number and view the status for each extension.

■ Lamp Test Switch — This is a switch under the front panel of the

Model 302A/B console that allows you to test the console lamps. The test starts when you press the switch and stops when you release the switch.

On the Model 302C console, you must press simultaneously and hold the

POS BUSY and VOLUME UP buttons to test the console lamps. The test st arts

when you press the buttons and stops when you release the buttons.

■ Handset — This is a standard handset with coiled cord and a dual-prong,

phone-plug connector. The handset can be unplugged fr om the con sole a nd replaced with an amp li fied headset that also uses a dual-prong, phone- pl ug connector.

■ Handset Cradle — This is where you place the handset when it is not in

use. If you use a headset, the handset cradle can be removed from the console.

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■ Call Processing Area, Warning Lamps, and Call Waiting Lamps — This

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area consists of the dial keypad, some fixed status lamps, and the

CANCEL, and RELEASE buttons. Use the START button to get an idle call

appearance to place a c all, the and the

■ Display Buttons — These 8 buttons are used to control access to the

RELEASE button to end a call.

CANCEL button to cancel a di aling instru ction,

alphanumeric display.

■ Display — This is a single-line, 40-character, alphanumeric display that

shows call progress and feature usage information.

■ Volume Control Buttons — These buttons, along with the SELECT button,

control the ringer volume for incoming calls, timed reminder calls, call waiting calls, and emergency calls. Incoming crisis alert calls (refer to

‘‘Crisis Alert’’ on page 24

) ring at a louder fixed volume that you cannot

control.

NOTE:

Always check your ringer volume to make sure it is set at an audible

level. If the console should experience a power outage, the volume

level is reset to the lowest setting.

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START,

■ Outside-line Buttons — These 12 buttons are assigned with trunk access

codes that allow access to outside lines.

■ Feature Buttons — These 24 buttons are used to access features such as Do

Not Disturb and Automatic Wakeup.

■ Call Appearance Buttons — These 6 call appearance buttons are used to

select a call appearance and are labeled similar to pressing the

START button, but you can specify wh ich app earanc e

A through F. Pressing one of t hem is

you want.

■ DXS Hundreds Group Select Buttons — These buttons on the DXS

selector console are assigned the first digit or the first two digits of each group of 100 extensions. For example, if you have extensions numbered from 7000 to 7099, there will be a button labeled

■ DXS/BLF Buttons — These are known as the direct extension select/busy

7000.

lamp field (DXS/BLF) buttons. They are used with the hundreds group select buttons to place calls to extensions and to determine the status of extensions.

— If the lamp is dark, the extension is idle. — If the lamp is lighted, the extension is in use. — If a station has the Send All Calls feature active and is busy, the

lamp remains s te ady until the sta ti on is no longer busy. At that time, the lamp goes to a flashing mode.

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Status Lamps

The buttons on the console have status lamps associated with their use. These status lamps come on, go off, or flash as you use the console features. When the lamps come on, the feature is active. When the la mps go off, the feature is inactive. When the lamps f lash 3 times, yo u hav e pres sed the wrong but ton or y ou cannot access the feature at this time.

There are also s ome status lamps not d irectl y associa ted with b uttons , and they are located next to the dial keypad.

■ Calls Waiting — This lamp lights when there is one call in the queue. ■ Calls Wait ing Warning — This lamp lights when the attenda nt calls waiting

in queue limit has been reached. When this happens, any administered backup telephones are alerted. The queue limit is an administrable value.

■ Individual Calls Waiting — This lamp lights when a cal l is made to th e

console’s individual extension number and the call is in queue to be answered.

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■ A l arm — This lamp lights when the switch has detect ed a failure. F ollow

local procedures if this lamp is lit.

■ Alarm Reported — This lamp lights when an alarm prompts the switch to

dial up the remote maintenance center, report the alarm, and the maintenance center acknowledges the alarm. For some installations, this remote alarm reporting is not available.

■ Position Available — This lamp lights when the console is available to

handle a call.

The trunk group select buttons have 3 status lamps associated with each button.

■ Control — Th is lamp is on if the trunk group has controlled restrictions

administered.

■ Warning — This la mp is on when some trunks are busy. Select an alternate

trunk group if possible, or use this group if necessary.

■ Busy — This lamp is on when all the trunks in a trunk group are busy. You

must select another trunk group or try again later.

Call Purpose Indicators

The following is a list of call purpose indicators that are displayed when calls are redirected to the attendant console or to a backup telephone:

■ b or B — Busy. Indicates that the called extension is busy and the call is

redirected by Call Coverage.

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■ co — Controlled Outward Restriction Call. Indicates that a user attempted

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to make an outgoing call, but the extension has Outward Restriction applied.

■ cs — Controll ed Station-to-Station Restriction Call. Indica tes that a user

attempted to make a call to another extension, but the extension has Station-to-Station Restriction applied.

■ ct — Controll ed Termination Restrictio n Call. Indi cates that a user or an

outside caller attempted to make a call to an extension, but the called extension has Termination Restriction applied.

■ d — Don’t Answer or Cover. Indicates that the user did not answer the

telephone, and the call is redir ecte d to the atte ndant thr ough Call Cove rage.

■ f — Call Forwa rding. Indicates that a call has been redirected using Call

Forwarding.

■ ic — Intercept Tr eatment. Indicates that an incoming call has been

redirected as a result of intercept treatment.

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■ ld — Direct Inward Dialing (DID) Listed Directo ry Number (LDN) Call.

Indicates that an incoming call came in on the LDN over a DID trunk.

■ rc — Recall Call. Indicates that a call being held on the console is

requesting more help.

■ rt — Return Call. Indicates that a call transferred to another telephone or

parked at an extension was not answered, and has returned to the console for processing.

■ s — Send All Calls. Indicates that a call was redirected because the called

party used Send All Calls.

■ sc — Serial Call. Indicates a recall to the console when an outside caller is

making a series of calls.

■ tc — Trunk Control. Indicates that a user attempted to place a call using a

trunk that has controlled access.

Administrable Features

Some of the featur es on the attenda nt consol e are admi nistrabl e, which mean s that you may be able to use the feature, depending on whether the switch is administered for that feature. The administrable features include the following:

■ Attendant Lockout — If Attendant Lockout is on, you cannot reenter a

conference call.

■ Attendant Auto Start — If Attendant Auto Start is on, you do not have to

press the explanation of Auto Star t, refer to ‘‘Auto Start’’ on page 17

START button or a call appearance button to make a call. For an

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■ Attendant Tone — If Attendant Tone is off, you will not hear busy tones,

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dial tones, or ringback tones for internal calls.

■ Auto Answer — If Auto Answer is on, incoming calls are answered

automatically, which means that you do not have to press a cal l appea rance button. This feature can be used only when you are using a headset.

■ Display Languages — The display can show messages in four different

languages: U.S. English, French, Italian, and Spanish. This is an administrable option.

Activate the Console

T o use t he attend ant consol e, you fir st must ac tivate the console by performing the following:

1. Plug in the handset or the headset on either side of the console.

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2. If the Night lamp is on, press the

■ The Night lamp goes off. ■ The Position Available lamp goes on.

Deactivate the Console

If you do not want anyone using the attendant console after hours, perform the following to deactivate the attendant console:

1. If the Night lamp is off, press the

2. Unplug the handset or the headset.

■ All lamps on the console go off.

Answer Calls

To answer calls, perform the following:

1. A call comes in to the console:

■ You hear a 1-burst repetitive ring. ■ The caller’s name (if available) and extension disp lays. If this is a

call from outside, incoming trunk information displays.

NIGHT button.

■ The Position Available lamp goes off. ■ A call appearance lamp flashes.

2. Press the call appearance button where the lamp is flashing.

■ The ringing stops.

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