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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Attendant Display Issue 3 March 1996 3-117 n — night service — indicates the call was route d to the attendant due to night service on a trunk group or hunt group. na — no answer — indicates an incoming DID call was unanswered for longer than the ‘‘no answer’’ timeout value. p — Call Pickup — indicates the attendant answered the call via the Call Pickup feature. pc — Personal Call — indicates the incoming call was placed to the attendant’s individual extension, and not to the attendant group. rt — Returned Call — indicates an attendant-extended call was not answered within the administered interval and the call has returned to the console. qf — Queue Full — indicates the call has been redirected to this attendant (or switch) because the emergency queue is full. rc — Recall Call — indicates an internal user, active on a call held on the console, is requesting attendant assistance. sc — Serial Call — used in G3i-Global and G3V2 or later release to indicate a serial call. tc — Trunk Control — indicates an internal user attempte d to access an attendant-controlled trunk and the call was redirected to the console. f — Call Forwarding — indicates an internal user has calls forward ed automatically to the attendant. When the Call Coverage feature is active and the attendant is a covering user, the following call purpose identifiers are displayed: s — Send All Calls — indicates the called voice terminal user is temporarily sending all calls to coverage. d — Don’t Answer or Cover — indicates the called voice terminal was not answered or the calling system user has sent the call to coverage, or the called voice terminal user is not available. This identifier also indicates the called voice terminal user has a temporary bridged appearance of the call. b — Busy — indicates the called voice terminal user is active on a call, and the called voice terminal user has a temp orary bridged appearance of the call. B — Busy — indicates the called voice terminal user is active on a call, and the called voice terminal user does not have a temporary b rid ged appearance of the call. All calls to single-line voice terminals that g o to coverage disp lays B. c — Cover All — indicates the called voice terminal user has had all calls redirected to coverage.
Feature Descriptions 3-118Issue 3 March 1996 sc — Serial Call — indicates the incoming call is a serial call. Sample Displays The attendant console has a one-line 40-character alphanumeric display. Some typical disp lays follow: Internal call originated by the attendant: a=3602 then a= TOM BROWN 3062 or a= EXT 3602 3602 Outgoing trunk call originated by the attendant: b =87843541 Where 8 is the trunk access code and 784-3541 is the numb er dialed. then b = OUTSIDE CALL 8 or b = WATS 101 Where 101 is the trunk access code of the outg oing trunk group. Incoming trunk call to the attendant: a = OUTS IDE CA LL 1 02 Where 102 is the trunk access code of the incoming trunk group. Conference call originated by the attendant: b = CONFERENCE 4 Where 4 is the number of conferees. The number does not include the attendant. Internal call redirected to coverage: b = EXT 3174 to EXT 3077 d
Attendant Display Issue 3 March 1996 3-119 or b = BOB SMITH to JOYCE THOMAS d Where d indicates that Go to Cover was activated by the calling voice terminal user. Incoming trunk call redirected to coverage: b = OUTSIDE CALL to DON SMITH s Where s indicates that Send All Calls was activated by the called voice terminal user. Coverage Message Retrieval IN PROGRESS then ME SS A GES F OR B ETTY R. SI M S then JOE JONES 10/16 11:40a 2 CALL 3124 This message means that Joe Jones called Betty R. Sims the morning of October 16. The second message was stored at 11:40 a.m. Joe wants Betty to call his extension number, 3124. Integrated Directory mode: CARTER, ANN 3408 3 This display shows the name and extension number as a dministered in the system. The 3 indicates that three buttons were pressed to reach this particular display. Considerations If the attendant group is administered for system-wide message retrieval, attendants can retrieve messages for voice terminal users. Permission to have coverage message retrieval must also be administered for the voice terminal user. It is not possible for selected attendants to retrieve messages for selected voice terminal users. The display must be in the Normal mode for the attendant to answer incoming calls. See DEFINITY Communications System Generic 1 and Generic 3 Console O peration , 555-230-700, for details on Incoming Call Identification.
Feature Descriptions 3-120Issue 3 March 1996 Interactions With the Bridged Call Appearance— Multi-Ap pearance Voice Terminal feature, a call from the primary extension number or a bridged call appearance of the primary extension number is displayed as a call from the primary extension number. Hospitality When Hospitality Services are optioned, incoming trunk calls that return to the attendant after being extend e d by the attendant to a client room do not have the standard return call display but show the client name and room numb er along with the rt Indicator. Client room calls to the attendant that return to the attendant after being extend e d to a second client room display the client name and room number with a ex Reason Indicator. NOTE: The ex Reason Indicator does not appear for any other type of call. Administration The Attendant Display feature is administered on a per-attendant basis by the System Manager. Administration consists of assigning feature related buttons to each attendant console. The following buttons can be assigned: nCall Display (optional, used with the Retrieval mo de or the Integrated Directory mo de) nCall Type nCoverage Message Retrieval nDate and Time (one button) nDelete Message (must be assigned if the Coverage Message Retrieval button is assigned) nElapsed Time nInspect Mode nIntegrated Directory nNext Message (must be assigned if the Coverage Message Retrieval button is assigned) nNormal Mo de nStored Number nCOR
Attendant Display Issue 3 March 1996 3-121 Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-122Issue 3 March 1996 Attendant Intrusion (Call Offer) Feature Availability This feature is available for all G3 switches. Description The Attendant Intrusion (Call Offer) feature enables an attendant to enter an existing call on either a multifunction station or analog station to offer a new call or message to the called party. Upon intrusion, tone may be a p plied if administered. Upon the attendant’s release from the intruded call, the calling party’s call is held by the Call Waiting Termination feature for the analog intruded-on party or rings on an available line a ppearance for multifunction set. The intruded-on party must be on an analog station in order for the Call Waiting Termination feature to b e activated. Considerations Only attendant users can activate this feature by pressing the intrusion button. Interactions The following are interactions with other features: nIf a station is on a conference call with administered maximum number of conferees, the attempt to intrude on the station is d enied. nIf there is one call already Call Waiting for the intruded-on party, the source (split from attendant) party is unable to wait for the intruded party using Call Waiting. nIf a call is established with Data Privacy activate d, the attem pt to intrude on the call is denied. nIf a station in a call is administered with Data Restriction, the attempt to intrude on the call is denied. nIf an attendant attempts to intrude on a call on a station which is a forward -to p oint of another station, the intrusion is denied. nIf an attendant attempts to intrude on a busy station where the station is talking to another attendant, the intrusion is denied. nThe attendant display shows the character l adjacent to wait or busy if an intrusion is possible. Otherwise, the display shows wait or busy. nG3i-Global, G3V2, and later releases provide Attendant Intrusion on Satellite PBX stations via TGU/TGE trunks.
Attendant Intrusion (Call Offer) Issue 3 March 1996 3-123 Administration An Attendant Intrusion button is required at the attendant console. There can be only one button per console. If intrusion tone is desired, this must be enabled on the ‘‘System Parameter’’ form. Hardware/Software Requirements No sp ecial hardware is required for this feature in a stand alone system.
Feature Descriptions 3-124Issue 3 March 1996 Attendant Override of Diversion Features Feature Availability This feature is available with all Generic 3 releases. Description Diversion Override enables an attendant to bypass any diversion features invoked by and/or associate d with a dialed extension. A diversion feature is any feature that, when activated, causes the call to alert at a point d ifferent from the dialed station. Specifically, the diversion features are Send All Calls, Call Coverage, and Call Forwarding All Calls including cases in which the call alerts at the dialed station and is later transferred (as in the case of Busy Don’t Answer). Depressing the OVERRIDE button before originating a call invokes the feature and causes the OVERRIDE lamp to light. If an invalid extension is dialed, the override button lamp gives denial. If the CANCEL, R ELEA SE, or FORCED REL EA SE b utton is d e pressed during dialing, the diversion override feature is deactivated. A second depression of the button deactivates the feature and extinguishes the lamp. The feature is also deactivate d when the call to the dialed extension is terminate d, or if a trunk access code is dialed. A ctivation or d eactivation of the override feature while dialing is permitted. Considerations This feature to gether with Attendant Intrusion (Call Offer) feature c an be used to get an emergency or urgent call through to a station user. Interactions Calls directed to a station on which diversion features are active, which would normally cause the call to terminate on another extension, are treated as though the diversion features are not active. Administration Only one OVERRIDE button is allowed per console.
Attendant Override of Diversion Features Issue 3 March 1996 3-125 Hardware/Software Requirements No sp ecial hardware requirements exist for this feature.
Feature Descriptions 3-126Issue 3 March 1996 Attendant Priority Queue Feature Availability This feature is available with all Generic 3 releases. Priority by call type is available with G3V4 and later releases. Description The Attendant Priority Queue feature handles incoming calls to the attendant group or to an individual attendant when the call cannot be imme diately terminated to an attendant. These calls are placed in the Attendant Priority Queue in an order based on a priority queue level and timestamp associated with the call. Calls within the same priority level are served on a first come, first serve basis. The calling party hears ringback until the call is answered by an attendant. Priority queuing is not transparent over DCS. Twelve d ifferent categories of incoming attendant calls are defined. Each has a designated Attendant Priority Queue level. Although each of these categories is given a default level, the user can sp ecify a priority q ueue level for any or all categories via a system a dministration function. There are twelve priority queue levels available. The category for ‘‘Emergency Call to the Attendant Group’’ always d efaults to the highest priority queue level: all other categories default to a lower priority. A call placed in the Attendant Priority Queue is associated with one of the following priority queue cate gories: nEmergency Call to the Attendant Group - Originated by a station user who has dialed the customer- administrable emergency access code. nAssistance Call to the Attendant Group - Originated by a station user who has dialed the attendant group access code, or originated by a station that has the Manual Originating Line Service feature activated. nAttendant Group Call over a CO/FX/WATS Trunk - An incoming trunk call directed to an attendant g roup (this d oes not include trunk calls returned to the attendant group after a timeout or some type of deferred attendant recall). nAttendant Group Call over a DID Trunk - Same as previous category except for a DID trunk. nAttendant Group Call over a Tie Trunk - Same as previous category except for a tie trunk (dial-repeating or direct types). nRedirected DID or Redirected ACD Call - A DID or ACD call which times out due to ring/no-answer, busy condition (if applicable), or Number Unobtainable and is reroute d back to the attendant group.