Lucent Technologies Definity Callmaster II, Definity Callmaster III, Definity Callmaster Instructions Manual

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Lucent Technologies — formerly the communications systems and technology units of AT&T

DEFINITY® Enterprise Communications Server Generic 1, Generic 3, and System 75

Automatic Call Distribution (ACD) Agent Instructions

555-230-722 Issue 5 September 1996

NOTICE

While reasonable effort s we re m ad e to ensu re that the information in this do cu men t was complete and accu rate at the tim e of prin tin g, Luc e nt Technologies can assum e no responsibility for any errors. Changes or corrections to the information contained in this document may be incorporate d into futur e issue s.

TO ORDER COPIES OF THIS DOCUMENT

Contact: BCS Fulfillment Center for Lucent Technologies

P.O. Box 4100 Crawfordsville, IN 47933 Domestic: 1 800 457-1235 International: 1 317 361-5353 Domestic Fax: 1 800 457-1764 International Fax: 1 317 361-5355

Order: Document No. 555-230-722

Issue 5, September 1996

For more i nf ormation about re lated documents, see Business Communications Systems Publications Catalog, 555-000-010.

HEARING AID COMPATIBILITY

This equipment is compatible wit h the inductively couple d hearing aids as requir ed by the Federal Commu nications Commission (FCC).

YOUR RESPONSIBILITY FOR YOUR SYSTEM’S SECURITY

You are re sp onsible for the sec urity of your sys tem . L uc en t Technologies does not warrant that this prod uc t is im mune from or will prevent unauthorized use of common-ca rrie r tele co mm unication ser vic es or facilitie s ac ce ss ed thr o ugh or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use. Pro duct adminis t rat i on to prevent un authorized use is your responsibility and your system manager should read all documents provided with this product to fully understand the features available that may reduce your risk of incurring ch arges.

REFERENCES TO AT& T

Any references within this text to American Telephone and Telegraph Corporation or AT&T should be interpreted as references t o Lucent Technologies Incorporated. The exception is cross-references to books published prior to December 31, 1996, which retain their original AT&T titles.

Prepared by

Contents

Introduction

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Your Automatic Call Distribution Voice Terminal. . . . . . . . . . . . . . . . . . . . . . . . . . . 1

The CALLMASTER and CALLMASTER II and III Voice Terminals. . . . . . . . . . . . . 1

Automatic Answering and Manual Answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

ACD Work Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Changing Work Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Redirection on No Answer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Stroke Counts and Call Work Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Queue Status Indication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

The VuStats Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

VDN-of-Origin Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Non-ACD Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Disconnecting From Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Conventions Used in This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Quick Reference Lists (At the Back of This Guide) . . . . . . . . . . . . . . . . . . . . . . . . . 8

ACD Procedures

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Agent Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Agent Login (EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 0

Agent Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 1

Agent Logout (EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 1

Auto-In Mode with Automatic Answering . . . . . . . . . . . . . . . . . . . . . . . . . .1 2

Manual-In M ode with Automatic A nswering. . . . . . . . . . . . . . . . . . . . . . . 14

Auto-In Mode with Manual Answering . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 5

Manual-In Mode with Manual Answering . . . . . . . . . . . . . . . . . . . . . . . . . 1 7

Answering Calls in Multiple Splits or Skills . . . . . . . . . . . . . . . . . . . . . . . 18

Multiple Ca ll Handling (MCH). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

MCH Forced Call Options Available

with the DE FINITYECS G3V4 and Later. . . . . . . . . . . . . . . . . . . . . 21

Internal Calls to Splits or VDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Adding a Skill or Changin g a Skill Priority . . . . . . . . . . . . . . . . . . . . . . . . .2 3

Removing Yourself from a Skill Assig nme nt . . . . . . . . . . . . . . . . . . . . . . .2 4

Being Moved to Another Split or S kill . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24

Using the V uStats Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Request for Supervisor Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 6

Mute Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Display Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 8

Using a Caller Information Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Viewing Caller Identification, Queue Status,

or Time/Date/Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Display Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

Basic Voice Terminal Procedures

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1

Abbreviated Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1

Automatic Callback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Call Forwarding — All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 5

Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 6

Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Last Number Dialed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Leave Word Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Send All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 0

Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Indicato r Li ghts

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Tones and Their Meaning

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Ringing Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

Headset or Handset Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Quick Reference Lists

Introduction

This instructio n bo oklet d es cribe s Automatic Call Distribution (ACD) procedures and basic voice terminal procedures for ACD agents. These procedures can be used with all supported voic e terminals, includ in g the CA L L MA ST E R

CALLMASTER

II, and CALLMASTER® III voice terminal s, con ne c te d to the

DEFINITY

Enterprise Communications Server (ECS).

ACD agents are organized into one or more splits (also called hunt groups) to answer and handle ACD calls. Calls can be distributed to the agents’ voice terminals with the Uniform Call Distribution (UCD) method (sometimes called the Most Idle Agent method), in whic h inc oming trunk cal ls, loca l calls , and atte n d ant-e xtended calls are connected to the most idle voice terminal in a prearranged group of voice terminals.

If Expert Agent Selection (EAS) is being used, agents are placed in grou ps call ed

“skills.” An EAS age n t can be logge d into up to 20 skill s sim ult ane o us ly. (Non-EAS agents are limited to four spl its at the same tim e.) F or each sk ill, E AS dis tri butes calls to the agents' voice termi nal s by using one of two call distribution methods: UCD or Expert Agent Distribution (EAD). EAD is similar to UCD except that calls are always distribu te d in a Most Idle Age nt (MI A) fashio n . With the DEF IN I TY ECS G3V4 and earlier, calls are distributed to available “p rimar y sk ill” agents first, then to available “secondar y sk ill” age n ts. If the age nt ’s voice termin al is conn e cted to the DEFINITY E CS, Rele ase 5, or later, skill levels are numbe red 1 throu gh 16. In this case, a call is distributed to agents with the highest -priority skill level first (closest to 1), then to agents with this sk ill at a low e r priori ty le vel.

Your Automatic Call Distribution Voice Terminal

You may be using a CALLMASTER, CALLMASTER II, or CALLMASTER III voice terminal or any other suppo rt ed vo ic e ter minal to han d le you r call s. Sin ce mo st A CD agents use headse ts, the procedu res in th is m anual are written fo r head se t us er s. If you are using a hand se t and have a switchho o k , howe v e r, you can adapt the procedure as follows:

• Where a procedure states “press a call appearance button,” lift your handset instead.

• To disconnec t fro m a call, ha ng up yo u r handset or press .

The CALLMASTER and CALLMASTER II and III Voice Terminals

The (602) CALLMASTER and the (603) CALLMASTER II (with Recorder Interface) and the CALLMASTER III (without Recorder Interface) voice terminals are specia lly designed for ACD us e. Each of these digital voice terminals fea tures a 2-line display of call-related information. Information on installing and using the CALLMASTER II and CALLMASTER III voice terminals can be found in the DEFINITY

CALLMASTER II and CALLMASTER III Voice Ter minals User and Installation Instructions, 555-015-168.

The CALLMASTER, CALLMASTER II, and CALLMASTER III voice terminals can be used with a handset, whic h fits into a cr adle (this is no t a switchhook). If you are using any of the CAL LMASTER vo ice te rm in als with the handse t, follow th e head set procedures. Th e handset is off-hook (l ive) whenever it is plugged into a CALLMASTER voice termin al. If you have both a handset and a headset plugged

Release

into a CALLM A ST E R voi ce te rm in al , you may wa nt to unplug the h and se t wh e n yo u are not using it, since it can transm it nea rby noises (suc h as p ap ers b e ing shuf fle d ) which may be heard over the headset.

The CALLMASTER and CALLMASTER II voice term inals with Recorder Interface Module (RIM) are designed for recording calls. With this module, a warning tone notifies the agent and the calling party that the call is being recorded. Be awar e that this tone may be a legal requ irem ent. To generate this warning tone while using the Service Observin g feat ur e to m onito r ca lls, the split/ sk ill sup erv iso r mu st acti vate the listen/talk mod e and rem ain in this mode while the call is being reco rded .

Import ant: The use of service observing featu res and call recording features may be subject to federal, stat e , and local laws, rules, or regula tions and may be prohibited pursuant to the laws, rules, or regulat i ons or require the consent of one or both of the parties to the conve rs atio n. Custom e r s should familiarize them se lv e s with and comply with all applicable laws, rules, and regulations before us ing these features.

Automatic Answering and Manual Ans w ering

You can answer ACD calls us ing the following m e tho ds. Your system manager se le c ts the method you will use.

• Automatic Answering – All Calls

With Automatic Answ ering, you hear one or two burs ts of zip- to ne, and then yo u are automatically connected to the incoming ACD call. For non-ACD calls, you will hear incoming call identification (ici) tone from the headset or handset.

Note: Although Automatic Answering can be used wi th headsets and handsets, it is not recommended for use with handsets because the handset must be held continuously to the ear to hear zip-to ne .

• Automa tic An s we ri ng – ACD Ca l ls Only

With this option , you hear one or two bursts of zip-to ne for ACD calls. For non-ACD calls, you hear audible ringing.

• Manual Answ ering

With Manual Answering, your voice terminal rings when you receive an ACD or a non-ACD call. Your ringing options are:

• a single ring for all calls

• continuou s rin gin g for all calls

• a single ring if you are busy on a call

• silence if you are busy o n a call

If you have a headset, you must (manually) press the incoming call appearance button to answer the call. If you have a handset, go off-hook.

Note: Depending on how your system is administered , AC D callers may hea r one or more announcements before being connect ed to you or to another available agent.

ACD Work Modes

The four work modes associated with A CD call hand lin g are des cribe d below. You can enter a work mode by pressing the button for that mode or dialing an access code for the mode. A work-mode change in an EAS environment applies to all logged-into skills.

Notes: If you are in Auto-In mode, active on a call, and try to change modes, the mode is not changed until you disconnect from the call. When you change w ork modes to Manual-In mode at any time, the change takes place immediately.

It is important to use the After-Call-Work (ACW) and Aux-Work modes accurately to indicate ACD-related and non-ACD activities.

• Auto-In

In this mode, when you disconnect from a call, you are automatically available to receive an ACD call.

Note: If the Timed After-Call-Work (ACW) feature is in effect (available with the DEFINIT Y EC S, Rele ase 5, or later ), you ar e au tom atic a lly plac ed in th e ACW mode for an administered length of time after you complete the currently active ACD call. Whe n the T im e d ACW inte r val exp ir es , you ar e auto ma tic ally returned to the A uto- In wo r k mo d e. If you ne ed add itio n al ACW tim e, pu sh

before the timer expires.

• Manual-In

In this mode, you automatically enter the ACW mode (described below) when you disconnect from an ACD call. However, in order to become available to receive another ACD call, you mus t th en manual l y enter t he Aut o-In or Manual -In mo de.

ACW

• After-Call-Work (ACW )

In this mode, you are unavailable to receive ACD call s. En ter the ACW mode when you need to pe rform A CD- r e lated activ itie s suc h as fillin g o ut a form after an ACD call.

Notes: If you wish to enter the ACW mode while in Auto-In mode, you must do so before co m p l eting the current call. Otherwise, you could recei ve another call before you get a chance to select ACW.

If you are in the Manual-In mode (or if you are in the Auto-In mode and the Timed ACW feature is in effect) when you disconnect from an ACD call, you automatical ly en ter th e AC W m ode.

• Auxiliary Work (Aux-Work)

In this mode, you are unavailable to receive ACD calls. Enter the Aux-Work mode when you are invol ved in non-A CD activities such as tem p orar ily le avin g yo ur desk, going to lun ch , or mak ing an outgoing call.

Note: If you are an EAS agent, your ACD su pervis or m ay requ est or requir e you to enter a Reason Code each time you change to the AUX work mode or when you log out. (This feat ure is available with the DEF I NITY ECS, Release 5, or

later. See “Reaso n Codes” in the Quick Reference Lists at the back of this guide, where you or y our supervisor can list the codes and their meaning.) For instance, one number may be used when you leave for your lunch break; another Reason Code number may be used when y ou need to attend a training session. Check with your ACD supervisor to see if you need to enter a Reason Code, and, if so, to obtain a list of the applicable numbers. Your supervisor may also have programmed specific buttons on your voice terminal with appr opriate Reason Codes already programmed on them.

Note: When you log in, you are automatically placed in the Aux-Work mode.

You can then enter the Auto-In or Manual-In mode to answer your first c all. Important: For the non-vectoring ACD environment, you cannot enter the

Aux-Work mode if you are the last logged-in agent of a split and there are ACD calls remaining in the queue. If you attempt to enter Aux-Work mode in this case, the following happens:

• No new calls will be allowed to en ter the sp lit’ s que u e.

• Calls already i n the queue are routed to you until the queue is empty.

• If you have an button, the light next to the butt on fla shes until all

calls in the queue are answered. When the last call is answered, the light next to goes on steadily and you enter Aux-Work mode.

Changing Work Modes

You may change the wo rk m o des at an agent’s station at any time. If the re are no active calls, the new wor k mo d e will be effectiv e imm e diate ly. Otherwise, the new work mode will take effe c t when all ac tive call s have bee n pro cess e d and complete d . You will notice the new work mode button light flashes until the change takes effect, at which point the button light goes on steady

Aux-Work

Redirection on No Answer

The Redirection on No Answer feature redirect s an unanswered ringing ACD call after an admin istered number of rings. If you do not answer the call distributed from a split or skill, the call is redirec ted back to the sp lit or sk ill afte r mak ing you unavailable and notifying the Call Center manager. This feature is available only with the DEFINITY ECS G3V2 and later.

Note: Beginni ng wi th the DEFI NIT Y ECS, Release 5, an unan swer e d call can also be directed to a VDN. The agent is made unavailable, and the supervisor is notified of the unanswered call via t he Call Management System.

Stroke Counts and Call Work Codes

The Call Management System (CMS) is an optional adjunct to the system that collects and proce s se s A CD d ata on age nt sta tus, measured splits, measured trunk s, and measured VDNs and vectors. CMS reports can be stored for later use or displayed on a terminal.

When CMS is active, you may be asked to enter two types of customer-related events.

• Stroke Counts — allows you to reco rd the num ber of times a particular customer-related event occurs. For example, you may be asked to press a button each time a customer reques ts information about a particular item. Stroke Count entries are numbered from 1 to 9. Each number is assigned to a specific item, and you enter that number (1-Stroke through 9-Str oke) whenever a customer asks about th at item.

Stroke Count “0” (0-St rok e) is ass igne d to a udio prob lem s on a par tic ular call. Press the 0-Stroke button when yo u hav e dif ficulty hearin g an AC D caller. However, note that by pressing 0-Stroke, y ou have merely indica ted to CMS that there was an audio quality problem on that call; pressi ng the but to n does not alleviate the audio and/or sound difficult y. (Many voice terminals, includi ng the CALLMAS TER, have a Volume Control button , so, if yo u are us ing that type of set and the volum e is too low, press the right side of the Volume button.)

• Call W ork Co des — allows you to enter up to 16 digits for an ACD call to record such customer-related details as account codes, social security numbers, or phone numbers.

If you press a Call Work Code button, the light next to the button goes on steadily, and a “C:” prompt appears on the displ ay. You can then enter up to16 digits. When you are finished, press . If you make a mistake in entering the digits, press and start again.

You can enter a Stroke Count and/or Call Work Code while on a call or while in the ACW mode after the call is released.

Although you are a lway s allo wed to ent er a Strok e Co un t and /or Call Work Code, each split can be administered so age nts in that split ar e forced to com p lete a Stroke Count or Call Work Code entry for every call answered in the Manual-In mode. When splits ar e admin istered in this way, any attempt to enter Ma n ual-I n mode will be denied unti l eith er a Strok e Cou nt or Call Work Code is enter ed for the previous call.

Queue Status Indication

You can receive two types of queue status indications for ACD calls. Y our system manager may have assigned you a button for each status indication.

• Number of Queued Calls (NQC)

This indication is based o n the to tal nu m be r of calls in que u e for a split or sk ill. Each split or skill is assigned a warning threshold of 1 to 200 calls for the number of queued calls . If there are no call s, th e light as sociat ed with the button is off. If the number of calls in queue is less than the threshold, the light next to

goes on steadily. When the thres hold is reached, the light next to

flashes.

• Oldest Queued Time (OQT)

This indication is based on the time the oldest call has waited i n a queue. Each split or skill is assigned a warning thresho ld of 0 to 999 seco nd s for the ol dest queued time. If no calls are in queue, the light next to is off. If calls are in queue for less than the warning threshold time, the light next to goes on steadily. When a call has been in qu eu e for the wa rn ing threshold time, the ligh t next to flashes.

If your voice term inal has a display, yo u can press or to display the number of queued calls and the oldest queued time. If you press these buttons when the display is in any mode other than Normal mode, the display reverts to Normal mode and shows the queu e inform atio n .

In addition to these butt o ns and lights, auxiliar y queue war nin g ligh ts can be installed at a location within vie w of the agents. When the oldes t queued time of a

NQC

NQC NQC

OQT

NQC OQT

call or the number of calls in queue exceed the administe red thr es hold, these lights flash; otherwise , the lights are off. (You may have one aux iliar y que ue warning light for Call Warning and Time Waiting thresholds.)

The VuStats Feature

If your voice term inal has a display and is connected to the DE F INIT Y E CS G3V3 (or later), you may be able to use the VuStats feature to view Call Center statistic s on agents, splits or skills, Vector Directory Numbers (VDNs), and trunk groups. If you are an EAS agent, you can use VuStats to view all 20 skills which you are logged into. As an agent , you m ay use this featur e to view yo u r cu rr en t p rod uc tivity measureme nts or th ose for th e split or skill wh ich yo u are lo gge d into . For

procedures on using this feature, see “Using the VuStats Featur e” in the next section titled ACD Procedures.

Note: You can use the VuStats feature with or without BCMS being active.

VDN-of-Origin Announcements

If your telephone is connected to the DEFINITY ECS G3V3 (or later), you may hear a short VDN-of-Origin announcement (VOA) before each ACD call, indicating the “called” VDN (service, type or origi n of the call) . These announ ce ments are especially helpful if you do not have a displ ay- e quip pe d voice term in al o r if you are visu allyimpaired.

Your termin al m ay also be equip p ed wi th a button. When you sel ect this button, after an incoming call is answ er ed , the anno un cem ent is replayed. The caller does not hear the VOA.

Notes on VDN - of -Origin Announcem en t s: If your voice terminal is connected to the DEFINITY ECS G3V3, t he caller can hear you if you speak duri ng the announcement.

If your voice term inal is connected to the DE F IN I TY ECS G3 V4 ( or la ter), you are not connected to the caller until after the announcement is finished, therefore ensuring that the caller cannot hear you if you speak during the announcement. In order to give you an ind icati on of when to begin spe akin g to a caller, a zip-tone is always heard after the VOA has completed. If your voice terminal is not configured for automatic ans werin g, yo u will not he ar a zip-tone before the annou nc em en t. If your voice termin al is co nfigured for autom atic answering, yo u will h ear the following:

• On analog, digital, or BRI stations sets — a single zip-tone, then the VOA, and then another sin gle zip -to ne , followe d by conn e ction to the caller

• On all CALLMASTER station sets — a single zip-tone, then the VOA, and then a double zip-tone, follow ed by c onne c tio n to the caller

Again, remembe r do NO T begi n spe ak ing to the incoming calle r un til af ter th e VOA and the second zip-tone (or set of zip-tone s) are he ar d .

Additionally, if you are logged into a multi-line terminal, you will see the incoming call’s call appearance button cont inue to flash until the mom e nt wh e n the V OA is completed. If you are lo gged in at a term in al with a display, you will see incom in g caller information only after the announcement is completed.

VOA-Repeat

If your voice term inal is connected to the DE F IN I TY ECS G3 V4 ( or la ter), no te the following new V OA capabilities prov id ed:

• You may cancel the VOA playback for an incoming call by pressing the flashing call appearance button while the announcement is being heard.

• You may cancel the repeated VOA playback (after you have pressed the

button) by pressin g the button again while the

announcement is being heard.

Non-ACD Calls

Non-ACD calls are those calls to an agent’s station extension or the calls originated by the agent. (It is recommended that agents be in AUX mode when placing calls.) In an EAS environment, this can also include calls to the agent’s login-ID, IF the agent’s Class of Re str icti on (CO R ) or the callin g p arty ’s CO R doe s no t hav e Di rect Agent Calling (DAC). A n on-ACD call may be originated or answered by an agent whenever there is an available call appearance. The agent’s work mode light remains unchanged while handling a non-ACD call.

Note: If an agen t is on a non- AC D call , no A CD call will be routed to the agen t from any of the splits or skills unle ss Multip le Ca ll Ha nd lin g is acti ve .

VOA-Repeat VOA-Repeat

Disconnecting From Calls

You can d isc o nne c t fro m a call in se veral ways:

• You can press to disconnec t from any type of call in approximately one-tenth of a second. This method is faster than waiting for a caller or trunk to disconnect and enables you to perfor m other ACD or voice terminal procedures sooner. You do not hear dial tone a fter you press .

• You can pre ss whic h d isc o nnects you from a call an d gives yo u d ial tone. Use when you want to disconnect from an ACD or non-ACD call and place another call.

• If you a re using your han d set, you can hang up.

Release

Drop

Conventions Used in This Guide

In these instructions, the following conventions are used in the procedure descriptions:

For a list of tones and th eir m ea nin g, see the section titled Tones and Their Meaning.

an d

Each of these boxes represents a button that has a feature assigne d to it. Th e button is labe led with the feature name , some tim e s fo llo wed by an e xte ns io n number (shown as xxxxx) or a person’s name.

[headset or handset tones]

The tone that appears in brac k ets after a ste p, such as [dial tone], indicates what you should hear from your headset or hand set af te r succe ssf u lly p erfo rm in g that step.

Feature Feature xxxxx

Quick Reference Lists (At the Back of This Guide)

At the end of this instr uc tio n boo kl et is a set of quick refer ence lists. Use them to record your feature acce ss co de s and trunk co des, Abbreviate d Dialing Personal List items, frequently called miscellaneous extensions, and the meaning of Stroke Count entries. Once you have completed the lists, remove the page from the guide (tear along the perforation) and keep the lists near your voice terminal.

ACD Procedures

The following procedures give short step-b y-st ep i nstru cti on s for using ACD features. Note: Calls may be recorded with the use of the CALLMASTER or

CALLMASTER II voice terminal with RIM. For details, see the DEFINITY

CALLMASTER II and CALLMASTER III Voice Terminals User and Installation Instructions, 555-015-168.

You must lo g in bef ore you can rece ive A CD calls. You m ay be requir e d to dial a login-ID number. The length of the login identifier is administered by the system manager. Non-EAS agents may log into a maximum of four splits at once.

Important: Your agent split number can be either two or three digits, depending on the switch to which your voice terminal is connected.

• If your voice terminal is connected to the DEFINITY ECS G3si, the agent split number is two di gits ( 01 through 99)

• If your voice terminal is connected to the DE F IN ITY ECS G3r, the split number is three digits. (For voice terminals connected to the DEFINITY ECS G3V4 and earlier, the range for split numbers is 001 through 255; begin nin g with the DEFINITY ECS, Release 5, split numbers can be 001 through 600.)

Agent Login

To log in 1 Press if you have an Abbreviated Dialin g

(AD) button wit h the lo gin access code stored on it. (The AD button can also store your 2-digit or 3-digit split number.)

or Press an idle call appearance button and dial the login access code __________ [dial tone]

2 Dial the 2- or 3-dig it split number [dia l tone] 3 If required, dial your login-ID number (if this

information is no t stored on th e login AD button) [confirmation tone]

• Your answe r ing position is now staffed

• You are aut oma tical ly p laced in Aux -Work mode

• The light next to goes on steadily

4 Press 5 Press or to be available to answer

ACD calls. (I f you r voice te rminal is not equippe d with either of the s e fe atur e buttons, dial the Auto-In or Manual-In access code, an d then dial the 2- or 3-digit split number.)

6 Repeat all the previous steps for each split you are

logging into

Aux-Work Release Auto-In Manual-In

Any EAS agent can b e logg ed int o up to 20 ski lls sim u ltane o u sly. Each of these

agent’s skills will have a skill leve l (1 – 16) use d for Exp e rt Ag ent Distribution ca ll routing .

Agent Login (EAS)

To log in 1 Press if you have an Abbrev iate d Dialing

(AD) button wit h the lo gin access code stored on it

or Press an idle call appearance button and dial the login access code __________ [dial tone]

2 Dial your login-ID number. (If you hear a

confirm atio n to ne, yo u do no t ne ed to dia l yo u r password, as in Step 3.) [dial tone]

3 Dial your password, if necessary [confirmation tone]

• Yo ur answe r ing position is now staff e d

• You are aut oma tical ly p laced in Aux -Work mode

• The light next to goes on steadily

Aux-Work

• Your display shows the set of skills you're logged into.

➤ You will see a “+” sign” on the di splay if your set

of skills will not fit on the disp lay screen. In this case, use the VuStats feature.

➤ If a listed skill has an “*” after it, it means that

skill is assigned but you could not be logged in. Report this to your supervisor.

4 Press 5 Press or to be available to answer

ACD calls. (I f you r voice te rminal is not equippe d with either of the s e fe atur e buttons, dial the Auto-In or Manual-In access code.)

Note: If a message is waiting for your agent login-ID, yo u will hear the EAS login- ID message waiting tone instead of confirm atio n to ne o nc e you are successfu lly lo gg ed in.

Release

Auto-In Manual-In

Agent Logout

To log o ut 1 Press if yo u hav e an Abbre via te d Di aling

(AD) button wit h the lo go ut ac cess code stored on it. (The AD button can also store your 2-digit or 3-digit split number.)

or Press an idle call appearance button and dial the logout access code __________ [dial tone]

2 Dial the 2-digit (for the DEF I N IT Y EC S G3si) or

3-digit (for the DEFINITY ECS G3r) split number (if it is not stored on your login AD button [confirmation tone]

3 If you are using Auto m atic Answering , pre ss 4 Repeat the pre vi ou s step s f or ea ch split from which

you want to log out

5 Hang up handset or tur n o ff headset

• Your answer ing position is now unstaffed

Log Out

Release

Agent Logout (EAS)

Note: If you are an EAS age nt, you m ay be requested or required to enter a Reason Code (available with the DEFINITY ECS, Release 5, or later) before logging out. For example, one number may be used for logging out at the end of an ACD session; another Reason Code may be used for logging out for lunch break. Check with your ACD supervisor t o see if a Reason Code should be entered, and, if s o, to obtain a list of the appropriate number codes.

To log o ut

1 Press if you have an Abbr ev iate d Dialing

(AD) button wit h the lo go ut ac cess code stored on it

or Press an idle call appearance button and dial the logout access code __________

2 If you are using Automatic Answering, press 3 Enter the appropriate Reason Code, if required, when

you hear second d ial tone

4 Hang up handset or tur n o ff headset

• Your answer ing position is now unstaffed

Logout

Release

Auto-In Mode wi th Automatic Answering

To answer ACD calls in Auto-In mode with automatic answeri ng

1 Plug in the headse t 2 Log in

• Your answe r ing position is now staffed

• You are aut oma tical ly p laced in Aux -Work mode

• The light next to goes on steadily

3 Press

or Press an idle call appearance button and dial the

Auto-In access code __________ (and a 2-digit or 3-digit split number if you are a non-EAS agen t)

• The light next to the call appearance button selected at login goes off

• The light next to goes off

• The light next to goes on steadily

• Listen for zip- tone

• Liste n f o r a VDN-of-Origin announcement

• Listen for zip-tone again

4 Speak with the caller

Aux-Work

Auto-In

Aux-Work

Auto-In

5 If necessary, you can press a Stroke Count button or a

Call Work Code button while you are on a call or in After-Call-Work mode

• If you press a Stro ke C ount button, the light next to the button goes on for two seconds. (If the light flutters, no info rm at io n was se n t to CMS.)

• If you press a Call Work Code button, the ligh t

next to the button goes on steadily, and a “C:” prompt appears on the display. You can then enter up to 16 digits. Whe n you ar e fin ished , pres s . If you make a mistake in entering the digits, press

and start again.

6 If you need to do after-call work, press during

the call. Go on to Step 7.

• When you press , the light next to the button flashe s during the call

ACW

or, if you do no t ne ed to ente r ACW and the Tim ed

ACW feature (see below) is NOT in effect, you are automatically connected to your next ACD call when the caller hangs up, or when you go on-hook or press

. Go on to Step 9.

7 If you enter the ACW mode, the foll owing occurs:

• You are automatically placed in ACW mode when the caller hangs up or you go on-hook, or press

• The light next to goes on steadily at the end of the call

• The light next to goes off at end of call

• You are in ACW mode

Note: If the Timed ACW feature is in effect (check with your supe r visor ) , you ar e auto m atic ally p lac ed in the ACW mode for an administered length of time after you complete the currently active ACD call. When the Time d A CW inte rv al exp ires, yo u are automatically returned to the Auto-In mode. However, at any time you can press (or

) to cancel the Timed ACW feature, or you can press to cancel the timer and remain in ACW mode.

Release

ACW

Auto-In

Manual-In

ACW

8 When you are ready to receive another ACD call,

while you are in ACW mo de, pre ss

or Select an idle call appearance button and dial the Auto-In access code __________ (and a 2-digit or 3-digit split number if you are a non-EAS agen t)

• The light next to goes off

• The light next to goes on

• Listen for zip-ton e. (You are automatically

connected to the next ACD call.)

Note: These voice terminal responses also occur when Timed ACW expires .

9 To process another ACD call, repeat Steps 4

through 7

To u nsta ff your position

1 Log out to unstaf f yo ur po sitio n

Manual-In Mode with Automatic Answering

Auto-In

ACW Auto-In

To answer ACD calls in Manual-In mode with automatic answeri ng

1 Plug in the headse t 2 Log in

• Your answe r ing position is now staffed

• You are aut oma tical ly p laced in Aux -Work mode

• The light next to goes on

3 Press

or Press an idle call appearance button and dial the

Manual-In access code _____ (and a 2-digit or 3-digit split number if yo u are a non-EAS agent)

• The light for the call appearance button selected at login goes off

• The light next to goes off

• The light next to goes on

Aux-Work

Manual-In

Aux-Work

Manual-In

• Listen for zip-ton e. (You are automatically connected to the AC D call.)

• Listen f o r a VD N - o f - Origin announ cement

4 Speak with the caller 5 If necessary, you can press a Stroke Count button or a

Call Work Code button while you are on a call or in After-Call-Work mode

Note: If Forced Entry of Stroke Count or Call Work Code has been set, you must ente r a S t roke Count or Call Work Code for every ACD call, or you are not allowed to return to the Man ual-In mode.

• If you press a Stro ke C o unt button, the ligh t ne xt to the button goes on for two seconds. (If the light flashes, no information was sent to CMS.)

• If you press a Call Work Code button, the ligh t

and start again.

6 Your call is disc onnected when the caller hangs up or

when you pres s

• The light next to goes off

• The light next to goes on

• You are in A fte r-Call- Work mode

7 Do any necessary paper work. You will not receive

ACD calls.

8 To receive another ACD call, press or

or Select an idle call appearance button and dial the

Manual-In or the Auto-In access code __________ (and a 2-digit or 3-digit split number if you are a nonEAS agent)

• The light next to goes off

• The light next to or goes on

• Listen for zip-ton e. (You are automatically

connected to the next ACD call.)

9 T o process another ACD call, repeat Steps 4 through 7

To u nsta ff your position

1 Log out to unstaf f yo ur po sitio n

Release

Manual-In ACW

Manual-In

Auto-In

ACW Manual-In Auto-I n

Auto-In Mode with Manual Answering

To answer ACD calls in Auto-In mode with manual answering

1 Log in

• Your answe r ing position is now staffed

• You are aut oma tical ly p laced in Aux -Work mode

• The light next to goes on

2 Press

or Go off-hook and dial Auto-In access code

__________ (and a 2-digit or 3-digit split numbe r if you are a non-EAS agent)

• The light next to goes off

• The light next to goes on

3 Listen for audible ring and press the r ingi ng call

appearance button

4 Speak with the caller

Aux-Work

Auto-In

Aux-Work

Auto-In

5 If necessary, you can press a Stroke Count button or a

Call Work Code button while you are on a call or in After-Call-Work mode

• If you press a Stro ke C ount button, the light next to the button goes on for two seconds. (If the light flashes, no information was sent to CMS.)

• If you press a Call Work Code button, the ligh t next to the button goes on steadily, and a ‘‘C:’’ prompt appears on the display. You can then enter up to 16 digits. Whe n you ar e fin ished , pres s . If you make a mistake in entering the digits, press

and start again.

• If you need to do after-call work, press during the call. Go on to Step 7.

• The light next to flashes

to cancel the timer .When the Timed A CW interv a l ex p ire s, you are automati cally retu rned to the Auto-In m o de.

ACW

or, if you do no t ne ed to ente r ACW and the Tim ed ACW featur e , descr ibe d earlie r, is NOT in effect, you are automa tically connect e d to your next ACD call when the caller hangs up, or when you go on-hook or press . Go on to Step 8.

6 If you enter ACW mode, the following occurs:

• Before yo u ca n enter A CW mode, y ou r call must be terminated. This happens when the caller hangs up, or when you go on-hook or press

• The light next to goes off

• The light next to goes on steadily at the

end of the call

• You are in A fte r-Call- Work mode

7 When you are ready to receive another ACD call,

while you are in ACW mo de, pre ss

or Go off-hook and dial the Auto-In access code __________ (and a 2-digit or 3-digit split numbe r if you are a non-EAS agent)

• The light next to goes off

• The light next to goes on

Release

Auto-In ACW

Auto-In

ACW Auto-In

8 To process another ACD call, repeat Steps 3

through 7

To u nsta ff your position

1 Log out to unstaf f yo ur po sitio n

Manual-In Mode with Manu al Answering

To answer ACD calls in Manual-In mode with manual answering

1 Log in

• Your answe r ing position is now staffed

• You are aut oma tical ly p laced in Aux -Work mode

• The light next to goes on

2 Press

or Go off-hook and dial the Manual-In access code

__________ (and a 2-digit or 3-digit split numbe r if you are a non-EAS agent)

Aux-Work

Manual-In

• The light next to the call appearance butto n selected at login goes off

• The light next to goes off

• The light next to goes on

3 Listen for audible ring and then press the ringing call

appearance button. After you have pressed the button, listen for a VDN-of-Origin announcement.

4 Speak with the caller 5 If necessary, you can press a Stroke Count button or a

Call Work Code button while you are on a call or in After-Call-Work mode

Note: If Forced Entry of Stroke Count or Call Work Code has been set, you must enter a St roke C ount or Call Work Code for every ACD call, or you are not allowed to return to the Man ual-In mode.

• If you press a Stro ke C o unt button, the ligh t ne xt to the button goes on for two seconds. (If the light flashes, no information was sent to CMS.)

Aux-Work

Manual-In

• If you press a Call Work Code button, the light

and start again.

6 Go on-hook or press when the conversation

ends

• The light next to goes off

• The light next to goes on steadily

• You are in A fte r-Call- Work mode

7 Do after-call work 8 T o receive another ACD call, press

or Go off-hook and dial Manual-In access code

__________ (and a 2-digit or 3-digit split numbe r if you are a non-EAS agent)

• The light next to goes off

• The light next to goes on steadily

9 To process another ACD call, repeat Steps 3 through

Release

Manual-In ACW

Manual-In

ACW Manual-In

If you are an agent without EAS , you can be a member of any number of splits. However, you can log into a maximum of fo ur split s. You must log into each split in turn, using the Agent Login procedure described in these instructions and dialing the 2-digit (for the DEF IN IT Y E CS G3 si) o r 3-digit ( fo r the DEF I N IT Y EC S G3r) number of the split . Make sure you are availabl e for call s in all the sp lits you are logged into.

An EAS agent can log into as many as 20 ski lls simultaneously. Wit h EAS, you ne ed to log in only once (EAS age nts do not need to enter a skill num b er) and , by p ush ing

or , you are available in all skills for which you have been

previously admin iste r ed. In the following example, you have logged into splits 1 and 2. (If y ou are an EAS

agent, substit ute the wo rd skill for split.) If you are on an ACD call in split 1 and an ACD call is placed to split 2, that call enters the qu eue if no other agent is available. When you complete yo ur split 1 A CD call an d any afte r-call wor k, the que ued call for split 2 is delivered (if you are the most idle age n t) .

To u nsta ff your position

1 Log out to unstaf f yo ur po sitio n

Answering Calls in Multiple Splits or Skills

Auto-In

Manual-In

If you don’t have a display, you can have an incoming call identification (ici) button for each split, The appro p riat e ici button will flash when an AC D cal l com es in.

Answer the call using the appropriate procedure described i n these instructions (Auto-In mode or Manual-In mode). The associated green c all appearance light changes from flashing to steadily on. The red ligh t goes on while you are on the call. Calls placed to other splits are placed in queue or delivered to another agent when you are on a call.

You can display the number and the oldest queued time of calls in queue for each

split using your que u e sta tus buttons for the part icu l ar split . (Se e “D isp lay Features” later in this section).

The Multiple Call H and lin g (M CH) feature allows ag ents to proce ss mu ltiple AC D calls simultaneo us ly. An agent who is logged in to a split or multiple skil ls can process multiple A CD calls only from that split or tho se ski lls wh ich are administered with the MCH capability.

Note: In order to use this fea tur e, an agen t must be usin g a multi-ap pe ar anc e voice terminal connected to the DEFINITY ECS G3V3 (or later) switch. For some MCH options discussed on the nex t few page s, you will need the DEFI N IT Y E CS G3V4 ( o r later).

Several MCH options are available . Check wit h your ACD supervisor to see if MCH has been optioned for your split or skills and, if so, which MCH option has been sele ct ed. The MCH option s a re:

• You can re c ei ve mu ltip le calls on-request. (See the procedure on the next page.)

• You may also be part of a split or skill in which you are forced to receive one or

more ACD calls while you have other ACD or non-ACD calls active or on hold. These forced MCH options are: the many-forced, one-forced, and one ACD call- per s k i ll. These forced MCH options can be u sed only if your voice terminal is connected to the DEFINITY ECS G3V4 or later switch. More information about these MCH forced opti ons appea rs in “MCH Forced Ca ll Opt ions Available with the DEFINITY ECS G3V4 and Late r” fur the r on in this disc ussion of Multiple Call Handling.

Multiple Call Handling (MCH)

If the on-request MCH option is available for your split or skills, use this procedure to answer a new ACD or Direct Agent call while active on another

1 Place current call on hold by pressing

• Green light flutte r s ne xt to the call o n ho ld

• Present call is p ut on hold

Note: The maximum number of simultan eou s cal l s you can handle fro m an AC D sp lit or sk ill with MCH is the num be r of call app ea ran ces assigned to your station or that number minus one.

2 Activate the Auto-In or Manual-In work mode by

pressing or or use a feature access code

Note: This activation will be denied if:

— No unrestricted call appearance is available — Y ou are in a split or skill in which you are required to

enter a Stroke Count or Call Work Code

3 You are alerted with anoth er inc o m ing ACD call.

Answer the new ACD call just like any other ACD call – that is, by going off-hook, or selecting a ringing line appearance, or listening for zip-tone. A VDN-of-Origin announ cement may follow.

Hold

Auto-In Manual-In

An agent with an active call on hold and who has activated Manual-In or Auto-In work mode in an on-re que st MCH sp lit o r skill will remain available until one of the following occurs:

— An ACD or Dir ect Agent call is connect ed to the agent terminal — The agent reconnects to a held ACD or Direct Agent call — The agent reconnects to a non-ACD call put on hold before the agent activated

Auto-In or Manual-On work mode to become available

— The agent goes into ACW or Au x-Work mode

4 When you complete the new ACD call, you can do one

of the following:

— Go into ACW for the ne w AC D ca ll. Make sur e that

you have selected Manual-In or ACW before dropping the new call.

— Reconnect to th e held call (If your light is on

when you reco nnect, the syst em assumes you ar e finished wit h afte r-call wo rk for the ne w AC D ca ll)

— Become available for ano ther call and go back to

Step 2. (If your ACW light is on when you select Auto-In or Manu al- In, the sys te m will assume you are finished wit h afte r-call-work for the new ACD call.)

ACW

MCH Forced Call Options Av ailable with the DEFINITY ECS G3V4 and Later

Beginning with the DEFINITY ECS G3V4, the following MCH forced call options can be administered for your agent station.

If many-forced is optioned for a split or skill, an ACD call for this split or skill will automatically be delivered to an idle line appearance if:

— you are in the Auto-In or Manual-In work mode — you have an available unrestricted line appearance on your terminal — an ACD call is not ringing at your terminal — Aux-Work mode is not pend ing — an agent move from C MS is no t p e nding

To return to the held call

1 Press the call appe ara nc e bu tton o f the held ca ll

• You are connected to the held call

Note: If you are acti ve o n a call and you press the call appearance button of the held call, the active call will be dropped (unless the Auto-Hold feature is active).

If one-forced is optio ned for your sp lit or skill, an A CD call for this split or skill will automatically be delivered to an idle line appearance if:

— you have n o other ACD call on the station (ringing, active, or on hold) — you are in the Auto-In or Manual-In work mode — you have an available unrestricted line appearance on your terminal — Aux Work mode is not pending — an agent move from C MS is no t p e nding Note: If you wan t to re ceive ano th e r AC D cal l for a one-f orced MCH split or skill,

use the procedu re on the previous two pages for taking ACD calls on request. If one-per-skill is optioned for an EA S sk ill, an ACD call for this skill is automatically

delivered to an idle line appearance if: — you have no other ACD call for that skill on the station (ringing, active, or on hold) — you are in Auto-In or Manual-In work mode — you have an available unrestricted line appearance on your terminal — an ACD call for some o ther skill is not ringing at yo u r te rmin al — Aux-Work mode is not pend ing — an agent move from C MS is no t p e nding

Note: If you wan t to re ceive ano th e r AC D cal l for a one-p er- sk ill forced MC H skill, use the proced ur e on the previous page for tak ing A CD calls on request.

Internal Calls to Splits or VDNs

To place a call from an extension (a n inte r nal call) to an ACD split

1 Press an idle call app ea ran ce butt on 2 Dial the uniqu e extension number of the split or VDN.

[ring back tone and/or vector feedback]

• If an agent is available, yo u will be conn ecte d to that agent. If no agent is available , you may he ar one or more anno uncemen ts un til yo ur call is connected to an available age nt .

3 Speak with the answering agent 4 When your call ends , press or press or

hang up t he handset

Release

Drop

To place a call from an extension to a specific agent

1 Press an idle call app ea rance butt on 2 Dial the voice terminal extension of the specific agent;

or, with EAS, you may dial the agent’s login-ID [ringback tone]

3 Speak with the agent 4 When the call ends, press or press or

hang up t he handset

Release

Drop

During a login session, you may change one of your skill assignments or change the priority of a skill assignm ent. (Prior to the DEFI NI T Y EC S, Release 5, the re are two skill priorities: eith er p rimar y o r secon da ry. Wit h the DEF I NI T Y EC S, Rele ase 5, and later, there are 16 skill priority levels.) Each of these changes in skill assignment or in priority levels can be done by dialing a feature access code.

Note: In order to change skill assignments or levels, your ACD system must have EAS, your voice term inal must be connecte d to the DEF I N IT Y EC S G3V 3 o r later , and you must have C las s Of Restriction pe rm is sio n.

Adding a Skill or Changing a Skill Priority

To add a skill or change a priority for a skill

Note: You hear intercept tone if you are not logged in, if you already have a maximum number of skills and try to add another , or if the skill is invalid

1 Pick up the handset [dial tone] 2 Dial the Add Skill feature access code __________.

(Yo ur syste m m anager can sup p ly this code.). [dial tone]

• The display sho ws:

“Add Skill: Enter number, then # sign”

3 Dial the nu m be r of the skill yo u want to add or for

which you wi sh to chan ge the p rior i ty leve l

4 Press [dial tone]

• The display sho ws (f o r the DE F IN I T Y EC S G3V 4 and earlier): “Press 1 for primary or 2 for secondary”

or the display shows (for the DEFINITY ECS, Release 5, and later): “Enter skill level, then # sign”

5 For ACD syste m s co nnected to the DE F I N ITY ECS

G3V4 and prior, dial a “1” if the added or changed skill is to be a primary skill; dial a “2” if the added or changed is to be a second ar y sk ill. For ACD systems connect ed to the DE FINI TY ECS, Re l eas e 5 , and later, enter the number that corresponds with the skill level (1 thro ugh 16).

• If the new skill is valid an d if yo ur entry is accepted, you will hear confirmation tone

• The display sho ws yo u r new sk ill assignmen ts

While logged in, you m a y ch oos e to rem o ve your se lf from a sk ill assi gnm e n t. Note: In order to remove yourself from a skill assignment, your ACD system must

have EAS, your voi ce te rmin al mu st be connected to the DE FINI T Y E CS G3V3 or later, and you mus t have Class Of Restrictio n p erm iss io n. You can not use this feature if you are on a call or in ACW m ode f or the ski ll yo u are rem oving.

Removing Yourself from a Skill Assignment

To remove yourself from a skill assignmen t

Note: You hear intercept tone if you are not lo gg ed in, if you are not presently assigned to the skill being remove d, or if the sk ill yo u are re m oving is your only skill.

1 Pick up the handset [dial ton e] 2 Dial the Remove Skill feature access code __________.

(Yo ur syste m m anager can sup p ly this code.)

• The display sho ws:

“Remove Skill: Enter number, then # sign”

3 Dial the numbe r of th e skill ass ignment from which

you are requesting to be remo ved

Depending on current ACD needs, your ACD supervisor may need to move you to another split or skill. Wh en a move occ urs , sta ffed age nt s will be notif ied with a flashing light next to the (alert agent change) feature butto n, if this button has been administered.

Note: A VuStats bu tton ca n be admin iste r ed on your vo ice term in al wh ich allows you to view, on your te rminal display, you r cu rren t sp lit o r skill assignment s.

4 Press

• The display sho ws yo u r new sk ill assignmen ts

Note: If you are presently on a call or in ACW for the skill from wh ich you are rem o vin g yo ur se lf or if you have calls re ma in ing in that skill, you will hear reorder tone and you wil l not be able to remov e yourself from a sk ill assig nm ent.

Being Moved to Another Split or Skill

alrt/agchg

If your voice term inal is connected to the DE F IN I TY ECS G3 V3 ( or la ter), you ma y be able to use the VuStats feature to view, on your voice terminal display, Call Center statist ics on age n ts, sp lits o r skills, Vector Directory Numbe r s (V DN s) , and trunk groups. EAS agents can use VuStats to display all 20 skills, if applic able , and all skill levels.You may also want to use the VuStats feature to view, on your terminal display, productivity statistics fo r you o r fo r the sp lit o r skill which you are logged into.

Usin g th e VuS ta ts Featu r e

To activate the VuStats feature

1 Press

Note: In most cases, the display auto ma tic ally

appears when you press the button.

However , in som e case s , you m a y see an “I :” on your display indicating you need to enter your extension or login-ID, split/ sk ill num ber, VDN, or tru nk grou p number. If your voice terminal is conne c ted to a DEFINITY ECS G3V4 or prior, y ou must go offhook to dial the digits. For DEF IN I TY EC S Re le ase 5 and later, you do not need to go off-hook in order to dial the digits. If you are off-hook, possibly on a call, you will not hear the digits you are dialing. Press when you have finished entering the number. At this point, you will he ar th e digi ts yo u have dialed.

VuStats

2 If your status display offers other screen, press in order to view them

• The light next to goes on (or flashes, if a thresh o ld co nd iti o n for t h e current d isp la y has been reached)

• If the light next to flutters, it may mean you need to l og in or that t o o man y u sers a re currently using the VuStats feature

• The display shows your A CD me asurements for the current hou r or half hour, the last hour(s) since you logged in, or for the current day

If your status display is administered to update, your display will auto m atic ally up date every 10, 20, 30, 60, or 120 seconds, or when the da ta is colle ct ed on the half-hour or hour. Agent data can also be updated whenever you change work states.

If you activate a Call Work Code or Reason Code while VuStats is active, the VuStats display will be suspended. For voice terminals connected to a DEFINITY G3V4 and prior, you must reactivate VuStats. If your voice terminal is connected to a DEFINITY R ele ase 5, VuStats will automati cally restart after the Call Work Code or Reason Code is entered.

VuStats

3 To ret ur n to No rmal displa y m ode, press

• The light next to goes off, and the display line on your display is cleared

Note: If your st atus display has an administered ti meout, the d isplay lin e is automatical ly clear e d after this pe riod of time .

Note: For a list of VuStats display error messages and the conditions that prompt

them, refer to “Vu Stats” in the DEFINITY Commun i ca tions System Generic 3 Feature Description reference manual, 555-230-204.

Request for Supervisor Assistance

To req ue st ass istan ce from your supervisor while you are active on a call

1 Press for the des ired sp lit/ sk ill supe r viso r

Note: With EAS, if the button has no sk ill

number, it selects the skill of the call you are on.

• The light next to goes on

• The presen t call is aut omatically put on ho ld

• A priority call is placed to supervisor

Normal

VuStats

Assist

2 Talk with the supervisor 3 You can then do one of the following:

• Press to disconnect from the call with the supervisor and then press the call appearance of the held call

or, without pressi ng , just press the call appearance of the held call

• Tran sfer the caller on hold to the supervisor by pressing

• Set up a co nf e r en ce ca ll that inc lud e s yo ur supervisor, the caller on hold, and your self by pressing

Release

Transfer

Conference

To req ue st ass istan ce from your supervisor with no call active

1 Press fo r t he d es ire d sp li t

Note: With EAS, if the button has no sk ill

number, it sele cts eith e r the sk ill m o st recently handled or the first skill you are logged into.

• A priority ca ll is placed to the su pervisor

2 Talk with the supervisor 3 When you are finished, press

To req ue st ass istan ce from your supervisor without an button (while active on a call)

1 If you want to consult with the superv iso r (without

the caller listenin g) , pres s and an idle call appearance button or press or [dial tone]

2 Dial the Supervisor Assist access code__________

[dial tone]

3 Dial 2-digit (for the DEFINITY ECS G3si) or 3-digit

(for the DEFIN IT Y E C S G3r ) spli t (or skill nu m be r with EAS)

• A priority call is place d to th e sup ervis or

Assist

Release

Assist

Hold

Transfer Conference

• Talk with the superviso r

• Press when ready to disconnect from

supervisor’s call

To req ue st ass istan ce from your supervisor without an button (with no call active)

1 Press an idle call app ea ran ce butt on [dial tone] 2 Dial the Supervisor Assist access code__________

[dial tone]

3 Dial the 2-digit ( fo r the DEF I NI T Y EC S G3si) o r

3-digit (for the DEF INIT Y E CS G3r) split (or skill number with EAS)

• A priority call is place d to th e sup ervis or

4 Talk with the supervisor 5 Press when you are ready to disconnect from

the call with the sup e r viso r

Release

Assist

Release

Many Lucent T echnologies voice terminals, including the CALLMASTER, CALLMASTER II, and CALLMASTER III, have a button. Use the Mute feature when you are on a call and want to speak with someone else, but don’t want the caller to hear. The associated feature status light goes on when t his feature is in use.

Mute Feature

T o use the Mute featur e to prevent the other party from hearing you

1 Press

• The light next to goes on, a nd the other person cannot hear you

2 Press again to resume your conversat io n with

the caller

• The light next to goes off, and the other person can hear you again

Mute

The following information applies only if you have a voice terminal that is equipped with a display.

If an incom ing call arri ves whil e you are activ e o n a ca ll, the curre nt displa y o n yo ur voice terminal will be replac ed wi th ne w in com ing call inf or m atio n. The ident ity o f the incoming call no rmally remains d isp lay ed for 30 seco nds unless there is a nothe r incoming call, the caller hangs up, or you disconnect. After 30 seconds, the display returns to the current call information.

Note: The 7405D and 7406D voice terminals must be in Normal mode to receive Automatic Incoming Call Display d ata. This requ irem ent is not necessary for 7407D voice terminals or the CALLMASTER, CALLMASTER II, and CALLMASTER III voice termi nals .

Note: If your display terminal is connected to the DEFINITY ECS G3V4 (or later), pressing the bu tto n, a fter m aki ng a Dir ect A gent call to (or receiving a call from) a logged-in EAS agent, will display the extension where that agent is logged in.

Display Features

Inspect

Using a Ca l l e r Information Button

If your system has the C all P rom p tin g feat ure, the caller can be ask e d to ente r da ta, such as the pers on’s acco unt num b e r, before the call is directed t o an a ge n t. The switch can colle ct up to 16 touch- to ne digits.

If you have a voice termin al with a 2-line displa y, the call prompting digits collect ed are shown on the se cond lin e wh e n the call is delivered. If you r voic e terminal is equipped with a 1-line display and a button, you c an press this button to display the digits coll ected b y the Call Pro mptin g feature. You may view this information before answering the call or during the call. This information is displayed for 10 seco nds, unless an inco m ing call is rec eiv e d or new call identification info rmat i on is added, such as someone has been added to a conference call. Any time you want to se e the collec te d dig its, pre ss ; each time you want to see the normal caller information screen again, press .

The following is a typic al d isplay:

“a = Info:1234567890 (1234567890 = the collected digits)

Callr-Info

Normal

Viewing Caller Identification, Queue Status, or Time/Date/Timer

You may be able to use the following display feature s with your DEFINITY ECS voice termi nal.

— Press to d isp lay call info rm a tio n o n inc oming calls.

Press or to display queue status information. When the display is in any mode other than Normal mode, the display reverts to Normal mode and shows the queue status informati on .

— Press and the appropriate call appearance button to display call

information on a ring ing or held call while you are busy on anot he r call. Press to exit I nspe c t mod e.

— Press to measure the length of a call. (Pre ss once to star t the time r;

press a second time to clear the timer.) — Press to display the d ate and tim e . Note: Also see the information on VuStats earlier in this guide.

Normal

NQC

OQT

Inspect

Normal

Timer

Date/Time

Displa y Exampl es

Incoming Trunk Call

“a = Incoming T rk Grp Name to Sales Dept”

Internal Call

“a = Extension Num ber o r Nam e of Caller to Sales De pt”

Queue Status Display

“a = Split Name or Exten sio n Nu m be r Q-time xx: xx calls yyy” (xx:xx = length of tim e olde st call has been in queue)

(yyy = number of calls in queue)

Basic Voice Terminal Procedures

Here are short step-by-step ins t ruct i on s for using each of the voice termin a l featur es . The features are listed in alphabe tic al orde r. For those features which you access by using 2-digit or 3-digit access cod e s, write the fea ture access codes f o r yo ur system in the spaces provided.

Note: To the right of each feature name is a box. For each feature that you have, place a check in the blank box, , as a reminder. You will automatically have the Conference, Hol d, Message, and Transfer features on your telephone, and thus they have been ma r ked for yo u. Ask yo ur system mana ge r wh a t o the r features you ca n use.

Allows you to store selected telephone numbers for quicker and easier dialing. Each number can be a co m ple te or par tial te le p hone number, an extension num ber, or a trunk or feature code. An Abbreviate d Dialin g number can be programmed on a Personal List, Group List, System List, or Enhanced List. You can have a total of three lists; the programmed numb er can be up to 24 dig its an d charact ers. See yo ur system manager for details . Use the A bbrev iate d Dialing feature as a timesave r for dialing frequently called, lengthy, or emergency numbers .

Note: Abb reviated Dialing butto ns must first be administered by you r sys te m manager.

Abbreviated Dialing

✔

Note: Begi nning with the DE F I N IT Y EC S G3V 4, yo u ca n al so prog ram a numbe r on an Abbreviated Dialing button that is not stored on an AD list; this programmed number can be up to 16 digits and char acter s.

To program/reprogram an AD button

1 On a separate sheet of paper, write down t he outside

numbers, extensions, and/or feature codes you want to program

Note: Each Abbreviated Dialin g button holds one complete telephone number or feature access code.

2 Press call appearance button [dial tone] 3 Press (if this button has been administered

on your voice ter m inal)

or Dial the Program access co de __________ [dial tone]

4 Pres s the Abbreviated Dialing but ton to be

programmed [dial tone]

5 Dial the outside number, extension, or fea ture code

you want to program

Note: If you are programming an outside number, be sure to include a trun k c ode , if app lica ble .

Program

Note: If the programmed number is associated with a

list, it can be up to 24 digits. If the stored number is NOT associated with a list (that is, an Automatic Dialing button), it can be up to 16 digits. See your system ma nager if you ne ed hel p .

6 Press [confirmation tone], then [dial tone]

• The number is stored

7 Repeat Steps 4 through 6 to program additional

buttons

8 Hang up or press to end programming

To place an AD call

1 Select an available call appeara nce but ton 2 Press the selected Abbreviated Dialing button

[ringback tone]

• The call is dialed (silently)

Release

To program/reprogram an outside number, extension, or feature code into a Personal List

1 On a separate sheet of paper, write down the outside

numbers, extensions, and/or feature codes you want to program as items on your Personal List(s)

Note: Each phone number or feature code is stored as a separate item.

2 Press a call appearance button [dial ton e] 3 Press

or Dial the Program access code ________ [dial tone]

4 Dial the Personal List number (1 , 2, or 3)

[dial tone]

5 Dial the list item (1, 2, 3...) 6 Dial the number you want to program (up to 24 digi t s)

Note: If you are programming an outside number,

be sure to include a trunk cod e, if applicable.

7 Press [confirmation tone], then [dial tone]

• The number is stored

• Repeat Steps 5 through 7 if you want to program

additional item s on the same list; pre ss and begin again at Step 1 if you want to program items on another list.

Program

Drop

8 Hang up or press or to end

programming

Note: In the back of this instruction booklet, there is an Abbreviated Dialing list on which you can record your Personal List entries. Phot oco p y this AD list for additio nal entr ie s.

Group, syst em, and enhanced lists can be obtained from the system manager.

To place a call using a personal, group, system, or enhanced list

1 Dial the appropriate AD list code:

List 1 __________ List 2 __________ [dial tone] List 3 __________

2 Dial the desired list item (1, 2, 3....)

• The call is dialed

Note: You can program a list code on one of your AD buttons for quicker access to a list. To place a call, simply press the AD button and then dial the desired list entry.

Drop Release

Sends you a speci al 3-b ur st rin g to ne indic a ting that a p revio u sly busy or unanswered ex tension is now available. Use to avo id constant redialing wh en yo u wish to speak to someone who is frequently busy on the telephone or in and out of the office.

Note: This feature can be used only for extensions, not outside numbers.

Automatic Callback

To auto m atic ally plac e anoth e r ca ll to an extension that was busy or did not answer

1 If the extension you dialed i s busy or no one answers,

press

• The green light goes on steadily until callback is completed or canceled

Note: If you send your calls to cover age after activating Automatic Callback, your callback calls will still ring at you r exte nsion and will not be redire cted to cove r a ge .

2 Press

• You will get a 3- bur st priority ring when the extension you atte mp te d to call become s available

Auto Callbk

Release

Note: After you activate Automatic Callback, the

system monitors the called extension. That extension becomes available after the called person completes a call.

3 Lift the handset when you hear priority ring

• A call is automatically placed to the extension, which receives regular ringing

Note: Automatic Callback is automatically canceled after 30 minutes if, by that time, the callback call is not ans we red .

To ca nc el Auto m atic Callback

1 While on-hook, press again

or Dial the Automatic Callback cancel code

__________ [confirmation tone]

• The green light goes off

Auto Callbk

Temporarily forwards all your personal calls to another extension or to an outside number, depending on your syste m . Use wh en you will be away from your voice terminal and you want yo ur per sonal c alls to be forw arded to a telepho ne nu m ber of your cho ice.

Note: Calls to an EAS agent login-ID extension cannot be forwarded. The agent must log out and the n log in at the ne w de stin atio n. Also with EAS , if calls need to be forwarded for the station you are logged into, forwar ding mus t be done before you actually log in.

Call Forwarding — All Calls

T o temporarily redirect all persona l calls to an extension or ou tside num b e r of y our choi ce

1 Press

or Dial the Call Forward access code __________

[dial tone]

2 Dial the extensio n or number where calls will be sent

[confirmation tone]

Note: Som e voice termi nals have re strictions on where calls can be forwarded. (See your system manager f o r mo re information.)

3 Press

Note: You may hear a ring- p ing (ha l f-r ing) tone

from your voic e terminal as each call is fo rwa rd ed .

Call Forward

Release

Puts a call on hold for your voice te rminal, for retrieval at any ex tension. Use when you need to go elsewhere to get information during a call, or whenev er you wish to complete a call from a different location.

To cancel Call Forwa rding

1 Press again

or D i al the Call For ward cance l code __________

[confirmation tone] If you have console permission, n ext dial the

extension number whose calls are to be deactivated.

• Your calls will now ring at your own voice terminal

Call Park

Call Forward

To par k a call at your extension (for retrieval at any extension)

Note: If a button has been assigned to your voice terminal, simply press and press ; otherwise, follow the instructions below.

1 Press [dial tone] 2 Dial the Call Park access code __________

[confirmation tone]

3 Press again

• The call is parked

4 Press

To return to a call parked at your extensio n

1 While off-hook, press

or Dial the Answer Back access code ________ __ and

then your extension number.

• You are connected to t he call

Call Park

Release

Transfer

Release

Call Park

Lets you answe r a call at you r vo ice te rminal for another exte nsion in your pickup group. Use when you wish to handle a call for a group member who is absent or otherwise unable to answer.

To ret rieve a pa rke d call from any extension

1 Go off-hook or select a call appearance button 2 Dial the Answer Back access code __________

[dial tone]

3 Dial the extension number where the call is parked

[confirmation tone]

Note: If you receive intercept tone , th e pa rked call has been discon nected or retrieved b y someone else.

Call Pickup

Note: You can only use this feature if your system manager has assigned you and the person who w as called to the same pickup group.

To answer a call placed to a member of your pickup group when you r vo ic e terminal is idle

1 Go off-hook or select a call appearance 2 Press

or Dial Call Pickup access code __________

• You are connected to the ringing call

T o pick up a call while you are active on another call

1 Press

• The present c all is put on hold

• The green light flashes

2 Press

• The called voice terminal stops ringing

• You are connected to the incoming call

Note: To return to the held call after compl e ti ng the pickup call, press the call appearance button with the flashing light.

Call Pickup

Hold

Call Pickup

Allows you to add pa rties to a call. Use to inc l ude a party im p o rt ant to a discussion.

Conference

To add another person to a call (up to five other persons, for a total of six people on the call)

1 Press

• The present c all is put on hold, and you are given a new call appearan ce. All o ther par tic ipants remain connected to each other

2 Dial the number of the person you want to add and

wait for an answer

Note: You can privately disc uss the call with the new person at this time. If there is no answer or the line is busy, press the call appearance button with the flashing light to return to the held call.

3 Press again

• All participa nts ar e now connected

• Repeat Steps 1 through 3 for additiona l

confer e nce connection s

✔

Conference

To add a call yo u’ ve put on hold to anothe r call to which you’re connected

1 Press [dial tone]

• The light next to the held call contin ue s to flutte r. The light next to the current cal l also flutte rs .

• Yo u are giv en a new call ap pe ara nc e

2 Press the call appe ara nc e bu tton o f the call on hold

(the first call)

3 Press again

• All participa nts ar e now connected

To drop the last person added to a conference cal l

1 Press

• The last person you added is dropped

• You remain connected to the other people on the

call

Note: Other people on the call, ot he r th an the last one you added, must disconnect to be released from the conference call.

Conference

Drop

Use when you have a call that you don’t wish to dro p, but whic h yo u have to interrupt brief ly to do so m e thi ng e lse .

Hold

T o put a call on hold while you answer another call, make a call, or do something e lse

1 Press

• The green light flashes.

Note: If you put a conference call on hold, the othe r participants remain connected.

To answe r a new call while active on anoth er

1 Press

• The green light flashes next to the call appearance button of the held call

2 Press the call appe ara nc e bu tton o f the incoming call

• You are connected to the incoming call

✔

Hold

Automatically redia l s the last number you dialed, either an extension or an outside number. Use to save time in redialing a busy or unanswered number.

To return to the held call

1 Press the call appeara nc e butto n o f the held call

• You are connected to the held call

Note: If you are acti ve o n a call and you press the call appearance butt o n of the held call , the active call will be dropped (wh e n yo u hav e auto- hold ).

Last Number Dialed

To auto m atic ally redial the last number you dialed (extension, outsid e number, or trunk/feature code). This number can be up to 24 digits.

1 Go off-hook or select a call appearance 2 Press

or Dial Last Number Dialed access code ________

[ringback tone]

• Wait for the person you called to answer

Last Dialed

Leaves a message for another extension or EAS agent to call you back. Use any time you wish to have so me on e call yo u bac k. It will he lp cut down on repeate d ca ll attempts.

Note: To do this , you mu st have a button.

Leave Word Calling

To leav e a message after dialing an extens io n or EAS agent login-ID (Use this feature when your call is not answered, you hear a coverage or busy tone, or you have b een put on hold.)

1 Press before d i s conn e cting from the call

[confirmation tone]

• The Message light goes on at the called voice terminal

Note: If reorder tone is heard, message is not stored; try again.

LWC

To leav e a message without ringin g an extension

1 Press

or Dial the Leave Word Calling access code

___________ [dial tone]

2 Dial the extension [confirmation tone]

• The Message light goes on at the called voice terminal

To cancel a Le ave W or d Calling messag e

Note: You cannot cancel a message left for an AUDIX subscriber.

1 Press

or Dial the Leave Word Calling cancel code

__________ [dial tone]

2 Dial the extension [confirmation tone]

Note: If reorder tone is heard, message is not

canceled; try again.

LWC

Cancel LWC

Temporarily se nds all yo ur per so nal calls to the ex te nsion of a person design ate d to answer them wh en you cannot. Use when you will be away from your desk or when you do not wish to be interrupted by telephone calls.

Note: At a statio n wher e an EAS age nt is logg ed in, this feature will direct calls

placed to the station ext ensio n on to the statio n ’s cove rag e path . Calls to the EAS agent login-ID are sent to the EAS agent login-ID coverage path.

Message

To ret rieve a mes sage when your Message light is on

1 See your system man a ge r f o r instructions on ho w to

get your me ssa ge s.

Note: If the stutter d ial tone (Audible Messa ge Waiting) feature is not presently administered for your statio n, reque st that your syst em m anager do the necessary admini str atio n.

Send All Calls

✔

To sen d all person al call s (except priority calls) immediately to co ve r age

1 While on-hook, press

or Dial the Send All Calls access code __________

[confirmation tone]

Notes: You may hear a ring-p in g (h al f- ri ng) to ne fro m your voice terminal as each call is forwarded.

Direct agent calls that are already queued will not be immediat el y send to cove rag e .

To cancel Send All Calls

1 While on-hook, press again

or Dial Send All Calls cancel code _______

[con firmation tone]

Send All Calls

Transfers a call from you r voice terminal to another extension or outside number. Use when your caller needs to speak further with someone else.

Note: Calls from an outside number to your voice terminal can be transferred only to an extension, not to another outside number.

Transfer

T o send th e pres ent cal l to another ex te ns io n or an outside number

1 Press [dial tone]

• The present call is put on hold

2 Dial the number that the call is to be transferred to

[ri ngback tone]

3 Remain on the line and announce the call. If there is

no answer or the line is busy , return to the held call by pressing its call appearance button

4 Press again

• The call is sent to the dialed number

5 Press

✔

T ransfer

Release

Indicator Lights

If you are using the CALLMASTER, CALLMASTER II, or CALLMASTER III voice terminal or one of the 7400 series voice termina ls, the red and th e gre en statu s light can give you the fo llowing informat ion:

Red Light

The red light goes on steadily when:

• You are active on a call (ACD or non-ACD).

• You p ress a call appear anc e butto n to place a call (when using a

headset) or go off-hook (when using a handset).

• If your headset has an ON / OF F switc h, se t it to OFF. If it doesn’t have a switch, unplug it.

• The handset is in its cr ad le (if you have a handset and switchhoo k ).

In the last two situations (the headset is off or the handset is in its cradle), the red light identifie s the call app earan ce you will be connected to if you plug in your headset or lift the handset.

Green Status Light

The various states of the green light indicate the following:

• Off — You are not act ive on the call app earan ce o r you hav e no t activated the assigned feature.

• Steadily on — You are active on the call appearance or you have activated the assigned feature.

• Flashin g — You are receivi ng an incoming call.

• Flutterin g — You placed a call on hold.

• Broken Fluttering — You attempted an unknown or invalid acti on.

Tones and Their Meaning

Ringing tones are th ose produced in the base of your voice terminal and can be heard in the surrounding area. The se to ne s indi c ate inc oming calls. Headset or handse t t ones are transmitted through the headset o r handset receiver and heard only by you.

Ringing Tones

• one ring — A call from another extens ion.

• two rings — A call from outside or from th e atten d ant.

• three rings — A priority call from another ex tension, or from an Automatic

Callback call you plac ed.

• ring- ping (half ring) — A call redir e cted fro m yo ur voice term inal to another because Send All Calls or Call Forwarding All Calls is active or a Direct Agent call is waiting.

Headset or Handset Tones

• busy tone — A low-pitched tone repeated 60 times a minute; indicate s the number dialed is in use.

• call wa iting tone — (one, two, or t h ree beeps of high-pitched ton e, n ot repeat ed) indicates an incom ing ca ll is waiting to be answered. Numb er of beeps design ate s the source: on e for an internal call, two for an outside or at te ndan t c all, three for a priority call.

• call waiting ringback tone — (a ringback tone with a lowe r-pitch ed sig nal at the end) indicates the exten sion call ed is bus y, and the called party has been given a call waiting tone.

• confirmation tone — (three short bursts of tone) indicates a feature acti vati on or cancellation has been accepted.

• coverage tone — (one short burst of tone) indicates your call will be answered at another extension by a cove ri ng user (after a brief caller r esp onse inter val).

• dial tone — ( a co nt inuous steady tone ) ind ic ate s d ialin g can begin.

• EAS login-ID message waiting — (five short bursts of tone) indicates a

message is waiting for the agent login -ID . If an age nt has a message, this to ne is heard instead of the confirmation tone after a successful login. (This is the same tone as the hold recall tone, but functions as d escr ibed here. )

• incoming call identification (ici) tone — (three short bursts of tone, alternating high, low, and another high tone) indicates an incoming non-ACD call.

• intercept tone — (an alte rn atin g high and low tone) ind ica te s a diali ng e rro r or denial of the service request ed.

• reca ll dial tone — (three short bursts of tone followed by a steady dial tone) indicates the feature reque st h as been accepted and d ialin g can begin.

• reorder tone — (a fast busy tone repeated 120 tim e s a minut e ) indicates all trunks are busy.

• ringb ack (audible alerting) tone — (a low-pitched tone repeated 15 times a minute) indicates the number dialed is being rung.

• stutte r dia l to ne — (two sequences of confirmat io n tone followed by dial tone) indicates a message is waiting for a station an age n t is log ged into if AMW is optioned for the system and for that station. Wit h EAS, this tone indica te s a message is waiting for the EAS agent login-ID.

• time-out tone — (an alternating high and low tone [same as interce pt ton e]) indicates a failure to dial within a preset interval (usually 10 seconds) after lifting the handset or after dialing the previous digit.

• zip-tone — (one short burst of tone) indicates an ACD call will be delivered (ACD Automatic Answering mode only)

Quic k R e ference Li sts

FEATURE ACCESS CODES

Feature Code Feature Code

ABBREVIATED DIALING

List 1 List 2 CALL PICKUP List 3 LAST NUMBER DIALED

Program Personal List LEAVE WORD CALLING

AUTOMATIC CALLBACK Cancel

Cancel SEND ALL CALLS

CALL FORWARDING

ALL CALLS

Cancel

CALL PARK

Answer Back

Cancel

ACD Access Codes Stroke Counts

ACD Function Code Stroke Cou nt Associated Item

After Call Work 1-Stroke Agent Login 2-Stroke Agent Logout 3-Stroke Assist 4-Stroke Auto-In 5-Stroke Aux-Wor k 6-Stroke Manual-In 7-Stroke

8-Stroke 9-Stroke 0-Str oke Audio pr oblem on call

Abbreviated Dialing* Miscellaneous

Personal List 1 Personal List 2 Personal List 3 Description Extension

Item

No.

Name Name Name Message

1 2

3 4 5 6

7 8 9 0

* You may have as many as 3 personal lists. On System 75 and the

DEFINITY ECS G3V3 (a nd prior), each list can have 5 or 10 item s. See you r system manager. On the DEFINITY ECS G 3 V4 (and later, you can have up to 100 entries. In this cas e, p hot oco py this form for as many Personal List entries as you need to record.

Reason Codes

Attendant AUDIX

Trunk Codes

Description Code

Reason Code Associated Reason

1 2 3 4 5 6 7 8 9

Lucent Technologies Definity Callmaster II, Definity Callmaster III, Definity Callmaster Instructions Manual

Specifications and Main Features

Frequently Asked Questions

User Manual