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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 Park Issue 3 March 1996 3-407 Call Park Feature Availability This feature is available with all Generic 3 releases. Description Allows users to put a call on hold and then retrieve the call from any other voice terminal within the system. When a voice terminal user, active on a call, needs to go to another location for information, the call can be placed in Call Park and retrieved at the other location. Conference calls can also be placed in Call Park. Call Park can be activated by any of the following: nA single-line voice terminal user — Flash the switchhook, dial the Call Park access code, and hang up. The call is parked on the user’s extension number. nA multiappearance voice terminal user — Press the Transfer or Conference b utton, d ial the Call Park a ccess code, and press the Transfer or Conference button again, or simply press the Call Park button (if assigned). The call is p arked on the user’s extension number. nAn attendant — Press Start, dial the Call Park access code followed by any extension number, and press Release. The call is parked on the number dialed. An attendant can use the Direct Extension Selection With Busy Lamp Field feature instead of dialing the extension number. nThe system — When Code Calling Access is used, the call is automatically parked on the paged party’s extension numb er. Calls are retrieved by dialing the Call Park Answer Back access code and the extension number where the call is p arked or, by pressing the same Call Park button used to park the call. A system-wide expiration interval can be set for p arked calls. When the interval expires, the parked call redirects to an attendant console (or, if administered, to the parking user) and no longer is parked on the extension number. However, if the parked call has already been retrieved when this interval expires, the call does not redirect. If two parties are connected on a p arked call, a third party can also answer the call before the interval expires, creating a three-way conference. This option is tied to the default paging option. Timed out parked calls redirect to the attendant if the default ‘‘Loudspeaker Paging’’ option is assigned and to the parking user if ‘‘Deluxe Paging and Call Park Timeout to Originator’’ option is assigned.
Feature Descriptions 3-408Issue 3 March 1996 If no attendant (this includes CAS, local attendants, and Individual Attendant Access) or night service extension is a dministered, and if Night Service — Trunk Answer From any Station is not administered, the expiration interval is ignored and the call remains parked. The attendant console group can have common shared extensions numbers used exclusively for Call Park. These extension numbers are not assigned to a voice terminal, b ut are stored in system translations and used to p ark a call. These extension numbers are particularly useful when one party is paged at the request of another p arty. The calling party is parked and the extension number is announced. The lamp associated with the extension number identifies call parked or no call parked (instead of active or idle status). Considerations Call Park can be used whenever a voice terminal user who is on a call needs to go elsewhere and obtain information, and wishes to complete the call at another extension. Call Park also allows users to answer a call from any station after being paged by a voice terminal user or an attendant. Only one call per extension number can be parked at a time, even if the extension number has multiple appearances. However, a conference call with five parties can be parked. The sixth conferee is the retrieving party. Calls cannot be parked on a g roup extension number. If a group memb er p laces a call in Call Park, the call is p arked on the member extension number. Group members include the following: nA Coverage Answer Group member nA DDC group member nA TEG member nA UCD group member Interactions nAbbreviated Dialing An Ab breviated Dialing button can be assigned so that parking calls or retrieving parked calls c an b e done by pressing a button, instead of using the buttons and access codes normally used. This operation reduces the number of steps required to park a call or retrieve parked calls. nAutomatic Wakeup Automatic Wakeup calls cannot be parked. nBrid ged Call Ap pearance
Call Park Issue 3 March 1996 3-409 If a user, active on a bridged c all appearance, activates Call Park, the c all is parked on the primary extension associated with the brid g ed call appearance. nCall Vectoring A call cannot be parked on a VDN extension. Also, a call that is undergoing vector processing cannot be parked. nData Privacy and Data Restriction These features are automatically deactivated when a call is parked. nLoudspeaker Paging Access Calls to paging zones cannot be parked. nLoudspeaker Paging Access — Deluxe If the system is a dministered to have Deluxe Paging, parked calls are redirected to the parking user when the Call Park timeout interval expires. nMusic-on-Hold If a parked call involves only one p arty, the parked user hears music-on-hold. — With a Call Park feature access code — By pressing the Transfer button, the Call Park button, and Transfer button again If a call involves only one party but was parked by pressing the Conference button, the Call Park button, and then the Conference button again, the parked user hears music-on-hold. If a call involves multiple p arties (such as a conference call), none of the parties hears music-on-hold. If Music-on-Hold is provided, the user activating Call Park also hears music after the call is parked and confirmation tone is heard. nRemote Access A Remote Access caller cannot p ark a call. However, the Code Calling Access feature, an answering attendant, or a voice terminal user can park an incoming Remote Access call. Administration Call Park is administered on a per-system basis by the System Manager. The following items require administration: nCall Park access code nAnswer Back access code nCall Park Time-out interval (from one to 90 minutes)
Feature Descriptions 3-410Issue 3 March 1996 nCall Park button (multiapp earance voice terminals only). A Call Park button should have a lamp so that the voice terminal user can tell when a call is parked on his or her extension. nCommon shared extension numbers for the attendant group. nThe “Deluxe Paging and Call Park Timeout to Originator” field on the Feature Related System Parameters form must be a dministered as ‘‘yes’’ to have parked calls return to the parking user (the originator) when the Call Park Timeout interval exp ires. If this field is administered as ‘‘no’’ parked calls go to the attendant when the Call Park Time-out interval expires. Hardware and Software Requirements No a d ditional hardware or software is required.
Call Pickup Issue 3 March 1996 3-411 Call Pickup Feature Availability This feature is available with all Generic 3 releases. Description Allows voice terminal users to answer calls to other extension numb ers within the user’s specified Call Pickup group. Call Pickup groups are esta blished so that when one memb er of a g roup is away, other members of the group can answer that member’s calls. A Call Pickup group usually consists of users who are located in the same area or have similar functions. When a memb er of a Call Pickup group is away and receives an incoming call, any memb er of the Call Pickup group can answer the call. A member simply goes off-hook and dials the Call Pickup access code or presses a Call Pickup button. That group member is then connected to the calling party. A Temp orary Bridged Ap pearance is maintained at the called voice terminal. This allows the called party to bridge onto the call after it has been p i cked up by another memb er of the Call Pickup group. If a Call Pickup group member’s voice terminal is e quipped with a Call Pickup button and status lamp, then: — The status lamp has a steady light when Call Pickup is used to answer a call. — The status lamp has a flash feature light when the ‘‘Call Pickup Alerting’’ option on the ‘‘System Parameters Feature’’ form is enabled and there is an incoming call to any extension in the Call Pickup group, including the called station. Group members, other than the principal called station, c an answer such calls using Call Pickup; the principal can answer such calls on the ringing call or bridged appearance. NOTE: Call Pickup Alerting for a voice terminal only takes effect when the Call Pickup status lamp is not lit. If Call Pickup is used to answer a call, the status lamp displays a steady light and does not flash if there are additional calls to this Call Pickup group. For the called station only, b oth the Call Pickup and the Call Ap pearance status buttons flash.
Feature Descriptions 3-412Issue 3 March 1996 If calls are ringing at two or more voice terminals in a Call Pickup group, and another group member presses his or her Call Pickup button, then a distribution algorithm determines which call is answered. In this way, equal treatment is given to all Call Pic kup group members. Specifically, when a voice terminal’s Call Pickup button is pressed, the algorithm ‘‘cycles’’ through the group extension numbers until it finds an extension with a call eligible for Call Pickup. The next time a Call Pickup button is pressed, the algorithm resumes cycling from the next extension number. For examp le, if extension A has two calls ringing and extension B has one call ringing, and if one of extension A’s calls is answered using Call Pickup, then extension B’s call is answered the next time Call Pickup is activated. After extension B’s call is answered, Call Pickup can be used to answer the second call to extension A. When multiple calls are ringing on a single voice terminal, and another member of the Call Pickup group activates Call Pickup, then: nAll switches (exc ept G3i-Global), the call associated with the lowest call appearance number is answered. For example, if calls are ringing on the second and fourth call appearance button on a voice terminal, and a user at another voice terminal activates Call Pickup, then the call on the second call appearance button is answered. nFor G3i-Global, the call type and call appearance number determine which call is answered. The precedence order for call types is: 1. Priority Calls 2. Attendant or Trunk Calls 3. Intercom Calls 4. All other calls If multi ple c alls of the same c all type are eligible for Call Pickup, the call associated with the lowest call ap p earance number is answered. For exam ple, if priority calls are ringing on the second and fourth call appearance b utton on a voice terminal, and a user at another voice terminal activates Call Pickup, then the call on the second call appearance button is answered. Considerations With Call Pickup, a user does not have to leave his or her voice terminal to answer a c all at a nearby voice terminal. Instead, the user simply lifts the handset and dials an access code or presses a Call Pickup button. This allows unanswered calls to b e handled quickly and efficiently. A voice terminal can be a member of only one Call Pickup group.
Call Pickup Issue 3 March 1996 3-413 Setting the Call Pickup Alerting o ption on the ‘‘System Parameters Features’’ form to yes provides voice terminals equip ped with a Call Pickup button and status lamp with a visual notification that an incoming call is eligible for Call Pickup. Specifically, the voice terminal Call Pickup status lamp flashes when a call to another extension is available for Call Pickup. NOTE: Call Pickup Alerting for a voice terminal only takes effect when the Call Pickup status lamp is not lit. If Call Pickup is used to answer a call, the status lamp displays a steady light and does not flash if there are a d ditional calls to this Call Pickup group. When a member of a Call Pickup group is away from his or her voice terminal and receives an incoming call, the other members of the Call Pickup group voice terminals do not ring. As a result, the Call Pickup feature is only useful if either: — The Call Pickup Alerting option is enabled and the Call Pickup group members have voice terminals equipped with a Call Pickup button and status lamp. — The memb ers of a Call Pickup group are located close to one another and can hear each other’s voice terminal ring. Interactions The following features interact with the Call Pickup feature. nAutomatic Callback and Ringback Queuing Callback calls cannot be answered by Call Pickup group members. nBridged Call Appearance The interaction between Call Pickup and Bridged Call Ap p earance d e pends on whether the Call Pickup Alerting option on the ‘‘System Parameters Features’’ form is enabled: — If the Call Pickup Alerting option is set to ‘‘yes,’’ activating Call Pickup, while a bridged call appearance is ringing on a Call Pickup group member’s station, does not pickup the call. For exam ple, if A drian’s voice terminal receives ringing on a call to a bridged extension numb er that is not in Adrian’s Call Picku p group, then the incoming call cannot be picked up by members of Adrian’s Call Pickup group. — If the Call Pickup Alerting option is set to ‘‘no,’’ and if a voice terminal receives ringing on a brid ged call appearance, then the incoming call can b e picked up by members of that voice terminal’s Call Pickup group. nCall Waiting Termination A Call Waiting call cannot be picked up by a Call Pickup group member.
Feature Descriptions 3-414Issue 3 March 1996 nConference If Call Pickup Alerting is enabled and a call is picked up and conferenced into a conference call, the Call Pickup status lamp flashes if a d ditional calls are available for Call Pickup. nHold A call, picked up and placed on hold at an extension, remains on that extension, even if the called party answers the call. If Call Pickup Alerting is enabled and a call is picked up and placed on hold, the Call Pic kup status lamp flashes if a d ditional calls are available for Call Pickup. nHot Line Service and Manual Originating Line Service Voice terminals assigned these features can be Call Pickup group members so their incoming calls can be answered. However, voice terminal users with these features assigned cannot answer calls for other group members. nIntercom—Automatic Call Pickup can be used to answer an Automatic Intercom call. nInternal Automatic Answer (IAA) Internal calls to a voice terminal in a Call Picku p group are eligible for IAA. If the called extension in a Call Pickup group is IAA-active, the call is answered automatically. An extension that is IAA-active is not able to automatically answer calls to other voice terminals in its Call Pickup g roup. IAA-eligible calls to an IAA-active extension can’t be answered by Call Pickup (b ecause they are automatically answered at the called station), but any non-IAA-eligible calls such as external calls that ring the IAA-active station can be answered by members of that station’s call pickup group. nTransfer If Call Pickup Alerting is enabled and a call is picked up and transferred, the Call Pickup status lamp flashes if a dditional calls are available for Call Pickup. Administration Call Pickup is administered by the System Manager. The following items require administration: nCall Pickup group number nMembers (extension numbers) of each Call Pickup group nCall Pickup access code nCall Pickup buttons
Call Pickup Issue 3 March 1996 3-415 Also, to enable Call Pickup Alerting for voice terminals e quipped with a Call Pickup button and status lamp, the ‘‘Call Pickup Alerting’’ option on the ‘‘System Parameters’’ form must be set to yes Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-416Issue 3 March 1996 Call Prompting Feature Availability This optional feature is available with all Generic 3 releases except G3vs/G3s ABP. Description Uses s pecialized vector c ommands to provide flexible handling of incoming calls based on information collected from the calling party. Call Promp ting can be used in various a p plications to achieve better and more flexible handling of incoming calls. This description desc ribes four call p rompting applications. A brief description of each of the four samp le ap p lications is given below. (A more detailed description of each ap plication is given later in this chapter.) nAutomated Attendant — Allows the calling party to enter the extension of the party that he/she would like to reach. The call is then route d to that desired extension. nData In/Voice Answer (DIVA) Capability — Allows the calling party to hear an announcement b ased on the digits that he or she enters, or to be directed to a hunt group or another system extension. nData Collection — Allows the calling party to enter data which can then be used b y a host/a djunct to assist in call handling. This data, for example, may be the calling party’s account number. nMessage Collection — Gives the calling party the option of leaving a message or waiting in queue for an agent. Since the Call Vectoring feature is used with the Call Prompting feature, it is recommended that the Call Vectoring feature be read and understood in order to more easily comprehend this Call Promp ting feature description. Call Vectoring Basic is not a prerequisite for vector p rompting. This means that stand-alone c all prompting implementations cannot queue calls, or do any conditional checks based on queue or agent status, time of day, or day of week. As in the Call Vectoring feature, VDNs are used to access Call Promp ting vectors. Each VDN routes to a single Call Prompting vector but several VDNs may route to the same Call Prompting vector. Call Prompting Vector Commands The following list shows the complete set of vector commands that are used with the Call Prompting feature. nAnnouncement