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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Call Forwarding All Calls Issue 3 March 1996 3-397 Only one c all can b e forwarded off-premises from a g iven voice terminal every 30 seconds. This prevents the possibility of the first call g etting forward ed back from a remote forwarding device and then being forward ed a gain, thus ultimately using all available trunks. When Call Forwarding All Calls is activated at a voice terminal and a call for that terminal is forwarded, the terminal can (if ad ministered to do so) receive a redirection notification signal that a call is being forward ed. If ‘‘save translation’’ is run after call forwarding is activated for a terminal, forward ing is saved to tape. Call Forwarding Override With G3V4 and later releases, Call Forwarding All Calls can be administered to allow Call Forwarding Override. With the override feature, the forwarded-to terminal user can override call forward ing by placing a call to the forwarding terminal. In this way, the forwarded-to user can call the forward ing user for private consultation, to conference the calling party, or to transfer the c all back to the forwarding terminal. Call Forwarding Override is automatically invoked when the system-wide override option is set, and the forwarded-to station attempts to call the forwarding station. Call Forwarding Override cannot be used when calls forward to an external number. Call Forwarding All Calls from a data user or a hunt group cannot be overridden with Call Forwarding Override. Security Measures G3V4 and later releases provide a list call-forwarding command. The command lists stations that have Call Forwarding All Calls and Call Forwarding Busy/Don’t Answer active. It displays the number and name of the extensions that have the feature active as well as the forwarded to destination. Use the list call-forwarding command to identify unauthorized activation of the Call Forwarding features. Users who d o not have permission to call out of the building may do so with Call Forwarding. The users could forward their work phone to their home and forward their home p hone to work. Proper security precautions should be taken in this case. Considerations With Call Forwarding All Calls, users can have their incoming calls forwarded to another extension number. This allows users to have their c alls follow them when they know they are temporarily near another extension. A user can also forward calls to an outside number when temporarily at an off-premises location. There is
Feature Descriptions 3-398Issue 3 March 1996 no maximum number of calls that can be forwarded simultaneously. For TEG, UCD groups, and DDC, Call Forwarding All Calls can only be activated by the attendant or voice terminal user with console permission. If an incoming call on a CO trunk is forwarded to an external number, any other calls to the same extension within the next 30 seconds receives busy tone or redirect to coverage if Send All Calls is assigned. When a call is forwarded to an off-premises location, the forwarding-to number can have a maximum of 16 d igits. When counting the 16 d igit limit, count the TAC or ARS feature access c o de (usually a “9”). Do not count the “#” sign that might a p pend to the end of the terminate the number. Calls to attendants cannot b e forwarded. However, calls c an be forwarded to the attendant group. Only the attendant, or any station with console permissions, c an activate Call Forwarding All Calls for a data module. If a user attempts to make a call to an extension that he or she is restricted from calling, and the called extension has activated Call Forwarding All Calls, the call is not completed. A user cannot forward calls to an extension that he or she is normally restricted from calling. Interactions The following features interact with the Call Forwarding All Calls feature. nAttendant Override of Diversion Features If an attendant uses redirection override to call a user who has Call Forwarding active, the call is not forwarded and remains at the user’s voice terminal. nAutomatic Callback and Ringback Queuing Automatic Callback cannot be activated toward a voice terminal that has Call Forwarding activated. If Automatic Callback was activated b efore the called voice terminal user activated Call Forwarding, the callback call attempt is redirected to the forwarded-to party. nCall Coverage If the p rincipal’s (forwarding extension number) redirection criteria are met at the designated (forwarded-to) extension numb er, the forwarded call is redirected to the principal’s coverage path and the designated extension gets a temporary bridged appearance, which remains active after the call is answered so the designated extension can bridge onto the call if desired. The temporary bridge appearance remains until the caller hangs up.
Call Forwarding All Calls Issue 3 March 1996 3-399 If Cover All Calls is part of the coverage redirection criteria and if Call Forwarding is active at a voice terminal, incoming Priority Calls forward to the designated extension numb er and all other calls redirect according to the Call Coverage path. When a covering user has activated Call Forwarding, a coverage redirected call does not forward to the designated extension number. Instead, the call is redirected to the next p oint in the principal’s coverage path, if available. If no other coverage point is available, the call remains at the principal’s voice terminal. nCall Detail Recording (CDR) When a call is forwarded to an off-premises number, the call is recorded in CDR record s as a call from the forwarding station. nCDR Account Code Dialing If forced entry of account codes is required, calls cannot be forward ed to off-premises destinations. nCall Forward Busy/Don’t Answer Call Forwarding All Calls and Call Forward Busy/Dont Answer cannot be active for the same terminal at the same time. nCall Park Calls can be p arked on a forwarded-from extension even though Call Forwarding is active for that extension. If a forwarded-to extension user parks a call that had been forwarded to that extension, the call is normally parked on the forwarded-to extension, not the forward e d-from extension. nDirect Inward Dialing (DID) If an incoming DID call is forwarded to an external number, any other calls to the same DID extension within the next 30 seconds receives busy tone or redirect to coverage, if assigned. nExpert Agent Selection (EAS) Agents log ged in with EAS enabled cannot activate Call Forwarding. The physical extension where the EAS agent is logged in can b e forwarded, but the EAS agent must first log out. Then, the phone can be forwarded. nHot Line Service and Manual Originating Line Service Voice terminals assigned these features cannot activate Call Forwarding. However, calls can be forwarded to these terminals. Other users can active Call Forwarding for the hotline terminal. nInterflow The Interflow feature allows ACD calls to be redirected from one split to a split on another switch or to another external location. This is accomplished by forwarding calls that are directed to the split extension
Feature Descriptions 3-400Issue 3 March 1996 to an off-premises location via the Call Forwarding All Calls feature. For details on the Interflow feature, see the Intraflow and Interflow feature description elsewhere in this document. nIntraflow Call forwarding can be used to unconditionally redirect ACD calls from a split to another destination on the same switch. nLeave Word Calling (LWC) LWC cannot b e activated toward a voice terminal that has Call Forward ing activated. If (LWC) was activate d before the called voice terminal user activated Call Forwarding, the callback call attempt is redirected to the forwarded-to party. nPersonal Central Office Line (PCOL) PCOL calls cannot be forward ed. nSend All Calls If an extension has both Send All Calls and Call Forward ing All Calls activated, calls to that extension that can immediately be redirected to coverage are redirected. However, other calls, such as priority calls, are forward ed to the designated extension. Activation of Send All Calls at the forwarded-to extension does not affect calls forwarded to that extension. Administration Call Forwarding All Calls is assigned on a per-extension number basis by the COS. The following items require administration by the System Manager: nVoice Terminals — Class of Service — Call Forwarding Buttons — Redirection Notification nFeature A c cess Codes for activation and deactivation of Call Forwarding All Calls nEnable Call Forward Override if desired (G3V4 and later releases only) Hardware and Software Requirements No a d ditional hardware or software is required.
Call Forward Busy/Don’t Answer Issue 3 March 1996 3-401 Call Forward Busy/Don’t Answer Feature Availability Call Forward Busy/Dont Answer is available with G3V4 a n d later releases. Description Allows c alls to an extension to be forward e d when the called extension is busy or when the call is not answered after an administered number of rings. If the called extension is busy, the call forwards immediately. If the called extension is not busy, the incoming call rings the called extension, then forwards only if it remains unanswered longer than the administered Coverage Subsequent Redirection/CFW D No Answer Interval (1-99 ring cycles). Calls can be forwarded to an internal extension number, external (off-premises) number, the attendant group, or a specific attendant. The feature is activate d or deactivate d with a Feature Ac c ess Code (FAC) or Call Forward Busy/Dont Answer feature button. An attendant or voice terminal with console permission also can activate or deactivate the feature for a particular extension b y using a Feature Access Code (FAC). Calls can be forwarded only once. Calls forwarded to a designated (forwarded-to) number do not forward again. These calls ring the d esignated number, if possible; redirect if the forwarding partys Call Coverage criteria are met; or return busy tone to the calling party. Only one c all can b e forwarded off-premises from a g iven voice terminal every 30 seconds. This prevents the possibility of the first call g etting forward ed back from a remote forwarding device and then being forward ed a gain, thus ultimately using all available trunks. When Call Forward Busy/Dont Answer is active at a voice terminal and a call for that terminal is forwarded, the terminal can (if administered to do so) receive a redirection notification signal that a call is being forward ed. Call Forward Busy/Dont Answer cannot be activated for hunt groups, data extensions, or Terminating Extension Groups (TEG). Calls to an attendant or EAS agent cannot be forwarded. Call Forwarding Override With the override feature, the forwarded-to terminal user can override call forward ing by placing a call to the forwarding terminal. In this way, the
Feature Descriptions 3-402Issue 3 March 1996 forwarded-to user can call the forwarding user for private consultation, to conference the calling party, or to transfer the call back to the forwarding terminal. Call Forwarding Override is automatically invoked when the forwarded-to station attempts to call the forwarding station. Call Forwarding Override cannot be used when calls forward to an external number. End User Operation Users activate the feature by dialing the Call Forward Busy/Dont Answer FAC or by pressing the Call Forward Busy/Dont Answer feature button. Once the feature is active, the user receives dial tone and dials the phone number that calls should be routed to when they are forwarded. When forwarding is successful, the user receives confirmation tone. In ad dition, when a feature button is used to activate Call Forwarding, the status light asso ciated with the button remains lighted until the feature is deactivated. If access to the feature is denied or activation fails, the user receives intercept tone. The Call Forward Busy/Dont Answer feature is deactivated by dialing the deactivation FAC or pressing the feature button. Confirmation tone is given to indicate that the feature has been successfully d eactivated. The attendant or user of a terminal with c onsole permissions activates the feature by dialing the FAC followed by the forwarding extension number and then the forwarded-to extension number. The feature is d eactivated by dialing the deactivation FAC followed by the extension number for which the feature is to be deactivate d. To activate Call Forward Busy/Dont Answer for their own extension, the user of a station with console permission must d ial the FAC, then d ial their own numb er and finally d ial the forwarded-to extension numb er. Security Measures G3V4 and later releases provide a list call-forwarding command. The command lists stations that have Call Forwarding All Calls and Call Forwarding Busy/Don’t Answer active. It displays the numb er and name of the extensions that have the feature active as well as the forwarded-to destination. Use the list call-forwarding command to identify unauthorized activation of the Call Forwarding features. Considerations If an incoming trunk c all is forwarded to an external destination and answered by the forwarded-to destination, any other incoming trunk calls to the forwarding
Call Forward Busy/Don’t Answer Issue 3 March 1996 3-403 extension within the next 30 seconds will not forward. The call will ring or get busy tone depending on the status of the terminal. When a call is d irected to an external number, the forwarded-to number c an have a maximum of 16 d i gits. If a user attempts to make a call to an extension that he or she is restricted from calling, the call will not complete even if Call Forwarding Busy/Don’t Answer is activated on the called station. A user cannot forward calls to a destination that he or she is normally restricted from calling. Interactions The following features interact with Call Forward Busy/Don’t Answer: nAttendant Override of Diversion Features If an attendant uses redirection override to call a user who has Call Forwarding Busy/Don’t Answer active, the call is not forwarded and remains at the user’s voice terminal. nAutomatic Callback and Ringback Queuing Automatic Callback cannot be activated toward a voice terminal that has Call Forwarding Busy/Don’t Answer activated. If Automatic Callback was activated before the called voice terminal user activate d Call Forwarding, the callback call attempt is redirected to the forwarded-to party. nBridging Calls will not terminate to brid ged a p pearances when Call Forward Busy/Don’t Answer is active. nCall Coverage If the p rincipal’s (forwarding extension number) redirection criteria are met at the designated (forwarded-to) extension numb er, the forwarded call is redirected to the principal’s coverage path and the designated extension gets a temporary bridged appearance, which remains active after the call is answered so that the designated extension can bridge onto the call if desired. However, if the principal (forward ing extension numb er) redirection criteria is busy only and the designated (forwarded-to) extension number is busy, then calls that terminate at the principal will not be forwarded because the forwarded-to station is not available and the principal is idle (does not meet coverage criteria). If Cover All Calls is part of the coverage redirection criteria and if Call Forwarding Busy/Don’t Answer is active at a voice terminal, incoming Priority Calls forward to the designated extension numb er and all other calls redirect according to the Call Coverage path.
Feature Descriptions 3-404Issue 3 March 1996 When a covering user has activated Call Forwarding, a coverage redirected call does not forward to the designated extension number. Instead, the call is redirected to the next p oint in the principal’s coverage path, if available. If no other coverage point is available, the call remains at the principal’s voice terminal. nCall Detail Recording (CDR) When a call is forwarded to an off-premises number, the call is recorded in CDR record s as a call from the forwarding station. nCall Detail Recording (CDR) Account Code Dialing If forced entry of account codes is required, calls cannot be forward ed to off-premises destinations. nCall Forwarding All Calls Call Forwarding All Calls and Call Forward Busy/Dont Answer cannot be active for the same terminal at the same time. nCall Park Calls can be p arked on a forwarded-from extension by an attendant even though Call Forwarding Busy/Don’t Answer is active for that extension. If a forwarded-to extension user p arks a call that had been forward ed to that extension, the call is parked on the forwarded-to extension, not the forward ing extension. nDirect Inward Dialing (DID) If an incoming DID call is forwarded to an external number, any other trunk calls to the same DID extension within the next 30 seconds receives busy tone or redirect to coverage, if assigned. nExpert Agent Selection (EAS) Agents log ged in with EAS enabled cannot activate Call Forwarding unless the station has a Class Of Service (COS) with console permissions (console p ermission set to “y”). Dialing the Feature Access Code (FAC) for Call Forwarding then requires that the station being forwarded is entered first. nHot Line Service and Manual Originating Line Service Voice terminals assigned these features cannot activate Call Forwarding. However, calls can be forwarded to these terminals. Another user can activate Call Forwarding for a hotline terminal. nPersonal Central Office Line (PCOL) PCOL calls cannot be forward ed. nSend All Calls If an extension has both Send All Calls and Call Forward Busy/Don’t Answer activated, calls to that extension that can immediately b e redirected to coverage are redirected. However, other calls, such as priority calls, are forwarded to the designated extension.
Call Forward Busy/Don’t Answer Issue 3 March 1996 3-405 Activation of Send All Calls at the forwarded-to extension does not affect calls forwarded to that extension. Administration Call Forward Busy Don’t Answer is assigned on a per-extension numb er basis b y the COS. The following items require administration by the System Manager: nVoice Terminals — Class of Service — Call Forward Busy/Don’t Answer Buttons — Redirection Notification nFeature A c cess Codes for activation and deactivation of Call Forward Busy/Don’t Answer nCoverage Subsequent Re direction/CFWD No Answer Interval — the number of rings before a call forwards Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-406Issue 3 March 1996 Call Management System (CMS) Feature Availability CMS is an adjunct and is optionally available with all Generic 3 releases as an adjunct. Description Provides real-time and historical reports for monitoring ACD facilities and personnel. Unlike BCMS, the CMS software resides in a computer (usually referred to as an adjunct) that connects to the switch via a data link. For more information, refer to the a p propriate CMS documentation.