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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 Priority Queue Issue 3 March 1996 3-127 nRedirected Call - A call initially assigned to one attendant, but subsequently reassigned to the group because the position has become busy. nAttendant Return Call - A call returned to the attendant after a timeout of an extended station or trunk call. Such a call is intend e d to return to the attendant who extended it. However, if that console is busy on another call, the extended call is returned to the attendant group. This category is a type of Attendant Redirected Call with its own identity to allow assignment of a Attendant Priority Queue level. nSerial Call - Originated by the Attendant Serial Call feature when an outside trunk call (designated as a serial call by an attendant) is extended to and completed at a station, and then the station user goes on-hook. If the attendant who extend e d the serial call is busy on another call, the serial call is redirected to the attendant group. nIndividual attendant access call - Originated by a station user, incoming trunk call, or a system feature which uses the In dividual Attendant Access (IAA) extension to direct a call to a specific attendant. If the individual attendant is b usy on another call, the Individual Attendant Access call is queued until the individual console is idle. Then the queued IAA call is terminated to the individual attendant console. nInterposition Call - Originated by one attendant who directs a call to another attendant b y dialing the Individual Attendant Access extension. This category is a typ e of Individual Attendant Access call with its own identity to allow assignment of a Attendant Priority Queue level. nMisc ellaneous Call - Other calls (such as Automatic Circuit Assurance calls) not covered in the a bove call categories. A priority level is assigned to each category, so that calls are answered on a priority basis. The assignment of a p riority level to each category is administrable. The same priority level can be assigned to more than one category. By assigning all categories the same priority level, a first-in/first-out queue is achieved. Calls are prioritized within a Attendant Priority Queue level on a first-come first-serve basis by a timestamp associated with each call. This timestamp indicates the relative time (with respect to all calls in the queue) when a call was placed in the Attendant Priority Queue after attempting to terminate to the attendant group or an individual attendant. When at least one call is queued in the Attendant Priority Queue, the Calls Waiting lamp is lighted steady on all active attendant consoles. If the number of calls in the queue reaches the customer-administrable attendant group calls-waiting threshold, the Queue Warning lamp is lighted steady on all active attendant consoles.
Feature Descriptions 3-128Issue 3 March 1996 Priority by Call Type Wit h DEFI NI TY C o mm unications System G3V4 and later releases, it is possible to further define the priority assigned to calls in the Attendant Priority Queue. Calls are first assigned a priority level based on one of the twelve priority categories. Then, within each priority category, calls are assigned a further priority based on call typ e. Then, within each call type, calls are prioritized by time (first-in first-out). The following list d esc ribes the call types. nCall Type 1: An outgoing public network call is classified as Type 1 when it is ringing or answered. An incoming call is classified as Typ e 1 when it is answered. nCall Type 2: An incoming external p u blic network call that has not yet been answered is classified as Type 2. nCall Type 3: All other calls, that is all internal calls, conference calls, and tie trunk calls of any type are classified as Type 3. This includes calls over RLTs, DCS, inter-PBX attendant calls, and other private networking features. Within each priority category, Type 1 calls have priority over Typ e 2 calls, which have priority over Type 3 calls. In this way external p u blic network calls have priority over all other calls including conference calls. And, answered external public network calls have priority over public network calls that have not yet b een answered. With G3V4 a n d later releases, it is also possible to assign a Call Type button on the attendant console. When pressed, this button displays the Call Type of the active call. Considerations Note that even though the Attendant Priority Queue feature may reroute an incoming call from an individual attendant to the attendant group under some conditions, the routing reason (and hence the associated Attendant Priority Queue level) for the call is not typically c hanged. Hence, the reason c o de disp lay on the answering attendant’s alphanumeric display remains the same for the rerouted call. Interactions In g eneral, interaction with System Features that cause a call to be routed to the attendant group or an individual attendant assign a ‘‘routing reason’’ to the call. Each routing reason is used b y the Attendant Priority Queue feature to determine the Attendant Priority Queue category (and hence the particular Priority Queue level) for the call. Therefore, the routing reason designated by a feature determines the priority of a call in the Attendant Priority Queue. Note that even though the Attendant
Attendant Priority Queue Issue 3 March 1996 3-129 Priority Queue feature may reroute an incoming call from an individual attendant to the attendant group under some conditions, the routing reason (and hence the associated Attendant Priority Queue level) for the call is not typically changed. nIndividual Attendant Access Call An Individual Attendant Access (IAA) call requires special handling b y the Attendant Priority Queue feature. If the console to which an IAA call is directed is in the active mode because the handset/headset is p lugged in and the module associated with the individual console is operational, a queued IAA call is not terminated to the individual attendant until that attendant is able to receive the call. If the handset/headset for the individual attendant console is unplugged, or the module associated with that attendant is not operational, a q ueued IAA call is rerouted to the global attendant q ueue. Interactions for Priority by Call Type (G3V4 and later releases) nMulti-Party Calls Multi-party calls are always treated as Type 3 calls when placed into the Attendant Priority Queue. If a multi-party call becomes a single-party call while in the queue due to one or more p arties disconnecting, it remains a Type 3 call. nNight Service - Hunt Grou p When Night Service Hunt Groups are used, calls may be retrieved from hunt groups rather than the Attendant Priority Queue. Since the Call Type prioritizing is not a p plied to hunt groups, calls may not be retrieved in order of Call Typ e when Night Service calls terminate in hunt groups. However, if and only if the Attendant Priority Queue is used as the termination for Night Service calls, ordering by Call Type can be maintained. nOff Premises Station Calls from Off-Premises Stations (OPS) always are identified as Type 3 calls. Administration System administration functions are provided to allow the customer to: nDesignate Attendant Priority Queue levels for any or all Attendant Priority Queue call categories (including the highest priority level). nDesignate the attendant group calls-waiting threshold, which is used to light the Queue Warning Indication lamp on all active consoles if that threshold is exceeded. nIndicate whether calls should be subordered by Call Type.
Feature Descriptions 3-130Issue 3 March 1996 Note that the ‘‘Emerg ency Call to the Attendant Group’’ category is set as a default to the highest level of 1, and all other call categories are set to a lower priority of 2. If an attempt is made to change the Emergency Call category from the highest priority level, a warning message is displayed on the administration terminal. For instructions for a dministering a Call Type button for an attendant console, see Attendant Console of the DE FI NITY Com munications System Generic 3 Version 4 Implementation manual, 555-230-655, or DEFI NIT Y Com munications System Generic 3 V2/V3 Implementation , 555-230-653. Hardware/Software Requirements There is no special hardware required for this feature.
Attendant Recall Issue 3 March 1996 3-131 Attendant Recall Feature Availability This feature is available with all G3 releases. Description Allows voice terminal users on a two-party call, or on an Attendant Conference call held on the console, to recall the attendant for assistance. Single-line users p ress the R EC A LL b utton or flash the switchhook to recall the attendant. Multi-appearance users press the Conference or Transfer button to recall the attendant, and remains on the connection when either button is used. Considerations Attendant Recall provides a convenient means for a voice terminal user, on a call held on the console, to recall the attendant if further assistance is required. The call must b e held on the console. Interactions The following features interact with the Attendant Recall feature. nIndividual Attendant Access If a hunt group call to an individual attendant is b eing held on the console, a system user, active on the c all, cannot recall the attendant. However, he or she can transfer calls or make conference calls. Administration None required. Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-132Issue 3 March 1996 Attendant Release Loop Operation Feature Availability This feature is available with all G3 releases. Description Allows the attendant to hold the connection of any call off the console if completion of the call is delayed (such as a call extended to a busy single-line voice terminal or to a voice terminal that d oes not answer). This feature frees the attendant to handle other calls. When an incoming call arrives on a call appearance at an attendant console and is answered, extended, and released by the attendant, the call is released from that call appearance. The console is then available to receive the next call. Timed Reminder (Return Call Time-out) starts once the call is off the console. If the called terminal or coverage point user does not answer before the administered interval expires, the call returns to the attendant q ueue. Once the call comes out of queue and terminates at a console, the special recall tone is applied and the alphanumeric display shows the call identification. G3i-Global and G3r Versions 1 a pply the normal ringing tone to recall calls. For Version 2 and later releases, the ringing may b e administered to apply either secondary ringing, (recall ringing) or primary ringing (incoming call ringing). For G3i-Global, G3rV1, G3V2, and later releases, Timed Reminders attemp t to return the call to the attendant who previously handled it; only when the original attendant is unavailable are calls returned to the queue. For G3vsV1/G3sV1, and G3iV1, Timed Reminders are returned to the attendant queue for distribution to the first available attendant (which is not necessarily the attendant who previously handled the call). Once a Timed Reminder occurs, the call is returned to the queue and the called station is no longer notified of the call. Considerations Attendant Release Loop Operation imp roves efficiency in handling calls by allowing the attendant to release from a call without having to wait for an answer. The attendant is immediately available to handle other calls. Interactions The following features interact with the Attendant Release Loop Operation feature.
Attendant Release Loop Operation Issue 3 March 1996 3-133 nTimed Reminder Timed reminder tone is provided by this feature. The Return Call Time-out interval is provided by this feature. nAttendant Display Call i dentification is provided by this feature. Administration None required. Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-134Issue 3 March 1996 Attendant Room Status Feature Availability This feature is available with G3V3 and later releases. Description Beginning with G3V3, the DEFINITY Communications System offers room status access from the attendant console. The Attendant Room Status feature enables an attendant to see whether a room is vacant or occupied and what the housekeeping status of each room is without having to use a property management system (PMS). Feature History and Description This feature is designed for those customers who require the ability to q uickly g et room status using the DXS module without having to have a PMS. It is modeled after two features in the PMS Interface: ‘Check-In/Check-Out’ and ‘Housekeeping Status’. These two features combined make up the Attendant Room Statusfeature. The Dimension 400 PBX and Dimension 2000 PBX systems contained a feature similar to Attendant Room Status, which was called ‘Room Status and Selection’. This feature was part of ‘Dimension’s Hotel/Motel’ feature package. It provided the capability for the switch to store and display the occupancy and cleaning status of each guest room. Dimension also provided the first interface to a general trade PMS. However, in the systems that followed Dimension, b e ginning with System 75, the ability to display this information on an attendant console was based solely on a PMS. In other words, without a PMS, the room status information could not be seen easily. The switch systems still stored the information and the information was available by printing it on hard copy (as is still the case with all the DEFINITY Communications System releases), but the switches no longer displayed the information on an attendant console. Therefore, the new Attendant Room Status feature, which allows you to see room status on the attendant console without a PMS, fills the gap in releases that came between Dimension and the DEFI NI TY Com munications System G3V3.
Attendant Room Status Issue 3 March 1996 3-135 Check-In/Check-Out Status Check-in/Check-out status is available by pressing the OCC-ROOMS (occupied rooms) button on the attendant console. Rooms are either o c cupied or vacant. This function enables you to identify which rooms are occupied and which are vacant. NOTE: The OCC-ROOMS b utton must b e administered on the ‘Attendant Console’ form. When you press the OCC-ROOMS button on the attendant console, the console enters the Check-in/Check-out mode and the DXS lamps light for all rooms that are o c cupied (that is, checked in) and stay unlit for all rooms that are vacant (that is, checked out). Also, the console displays a messa ge indicating that it is in the Check-in/Check-out mode. As with other display messages, this message may be administered for a specific language. If your console includes hundreds keys, you can view the status of stations in hundred groups using the same procedure you would follow to view idle/busy status in hundreds groups: b y p ressing the a ppropriate hundreds buttons. The occupancy status normally up d ates as guests are checked in and out. While the console remains in this mode, it u p dates lamp s for any rooms that change status. Maid Status Maid status is available by pressing the MAID-STAT (maid status) button on the attendant console. A room may be in one of six maid states (also known as housekeeping states). This function enables you to see which rooms are in a specified maid state. NOTE: The MAID-STA T button must be a dministered on the “Attendant Console” form. When you press the MAID-STA T b utton on the attendant console, the console enters the Maid Status mode and prompts you to enter a status number (1 through 6). If the attendant enters an incorrect number, the system displays an error message. When the attendant enters a valid Maid Status number, the display indicates the status that corresponds to that number and lights the DXS lamps for all rooms currently in that status. The DXS lamps are unlit for all rooms that are not in that state. While the console is in Maid Status mode, the attendant can view another status by pressing the status number — that is, the attendant does not need to repress the MAID-STAT b utton. When the attendant presses a new status number, the
Feature Descriptions 3-136Issue 3 March 1996 console display identifies the new status and the DXS lamps indicate the rooms that are in the new maid status. The cleaning status of a room is u p dated when a maid or inspector dial from the room and change the status. While the console remains in the Maid Status mode, it automatically changes the lamps on the DXS module when a room’s Maid Status changes. That is, while the console and DXS lamps display rooms in one status, and a room changes to or from that status, the lamp for that room automatically changes. If your console includes hundreds keys, you can view the status of stations in hundred groups using the same procedure you would follow to view idle/busy status in hundreds groups by pressing the ap propriate hundreds buttons. The Maid Status messages that appear on the console identify each of the six states and are user- defined. For exam ple, you might define room state 1 as clean, ready to use and room state 2 as occupied, needs cleaning. The messages are administered on the ‘System-Parameters Hospitality’ form. Your system administrator has the ability to change these messages to display appropriate information. As with other display messages, the Maid Status prompts and status messages may be administered for a specific language. Interactions When the console is in the Check-in/Check-out mode, the attendant may make outgoing calls via the key pad. The only difference between this mo de and Normal mode is in the state of the DXS lamps. The attendant can return to Normal mode or any other mode by pressing the a p propriate button on the console. The Check-in/Check-out mode does not affect other attendant o perations. When the console is in the Maid Status mode, the attendant may not make outgoing calls via the key pa d. However, the attendant may make calls via the DXS mo dule or the feature b uttons. The c onsole remains in the Maid Status mode until the attendant changes it to another mode. To change to Normal or another mode, press the ap propriate button on the console. When the console is no longer in Maid Status mode, the DXS lamps return to the normal state (showing whether a station is b usy or idle). Considerations Only attendants may use this feature. The feature is not available for attendants connected to the switch by a distributed communications system (DCS). Also, attendant consoles are the only terminals that can access this feature.