Avaya Partner Advanced Communications System Installation, Programming And Use Manual

							Overview
7-1
7
Operator Features
Overview
A typical setup of the PARTNER ACS includes using extension 10 as the system operator position. 
The person at extension 10 thus becomes the primary operator for calls coming into the system. 
Certain system features are used only by the system operator; these are explained in this chapter.
Programming an Operator ’s Extension
One of the initial programming duties in programming extensions is to set up operator extensions. 
To set up an operator’s extension, you must program call handling options, backup answering 
options, and buttons used for specific operator features.
Call Handling Options
If you set up a centralized telephone answering position at extension 10, use the following settings 
to customize it:

Call Answering. If the operator should answer all calls, use Line Assignment (#301) to 
assign all lines to extension 10. Set Line Ringing for all lines at extension 10 to the desired 
number of Rings; set the lines assigned at each user’s extension to Delayed Ring or No Ring.
In Hybrid mode, Immediate Call Answering is the factory setting. (Lines are assigned as 
individual line buttons on the telephone at extension 10 and all pool buttons assigned to users’ 
extensions are set to No Ring.)

Backup Call Answering. If the operator should answer some lines only when a user does not 
pick up, set Line Ringing for those lines at extension 10 to Delayed Ring; set the lines or 
pools assigned at each user’s extension to Immediate Ring.

No Answering. If some lines should not be picked up by the operator at all, either set Line 
Ringing for those lines at extension 10 to No Ring, or simply use Line Assignment (#301) to 
remove those lines from extension 10. In either case, set Line Access Restriction (#302) to 
No Access for those lines at extension 10 to prevent the operator from using Direct Line 
Pickup to access those lines. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Programming an Operator’s Extension
7-2
Backup Answering Options
To assist the operator in handling calls, consider the following features:

Automatic System Answer. When activated, this feature answers incoming calls after a 
specified number of rings and plays a customized greeting. Then, depending on how 
Automatic System Answer Mode (#121) is programmed, the system either:
– places the call on hold at extension 10 (the light next to the line button winks green at 
extension 10 and winks red at all other extensions that have the line).
– continues to ring all extensions that have access to the line (the green light next to the line 
button at those extensions flashes).
– disconnects the call.

Direct Extension Dial. When activated, this feature answers incoming calls after a specified 
number of rings and plays a customized message prompting the caller to dial the digits of the 
designated extension or hunt group.

Call Forwarding/Call Follow-Me. When activated, this feature forwards calls to a backup 
answering extension.

Call Coverage. When activated, this feature allows other users to answer calls coming in to 
the operator’s extension.
Also, you can install a voice messaging system to provide an automated backup answering 
position. When the operator is busy on calls or away from the desk, the voice messaging system 
answers incoming calls after a specified number of rings, plays a customized greeting, requests 
callers to enter an extension number, and transfers the caller to the appropriate extension. If no 
one answers at the destination extension, the caller can leave a personal message in that 
extension’s mailbox. 
Button Programming
You must program an operator’s console with buttons that help with the handling of calls.
Figure 7-1 on page 7-3 shows a PARTNER-34D telephone with the following buttons:

Extension Numbers. Auto Dial buttons are programmed for extensions 11 through 28. The 
operator can use these buttons to dial or transfer calls to the extensions with one touch. In 
addition, the lights of these Auto Dial buttons show the status of the extension:
– Idle (no lights on)
– Busy (red on)
– Calling the operator (green flash)
– Sending coverage calls to or manually signaling the operator (green flutter)
– Ringing back after the operator transferred a call (green flutter) 
						

							Operator Features
Programming an Operator’s Extension
7-3

Manual Signaling. A Manual Signaling button (labeled MS-Bill) is programmed to signal the 
target extension. When the button is pressed, the user at the target extension hears a tone for 
as long as the button is pressed. This feature is typically used by an operator to alert the boss 
to an important incoming call when the boss is already on a call. The lights of a Manual 
Signaling button work like an Auto Dial button to show the status of the target extension. 
Additionally, you can use a Manual Signaling button to place intercom calls. (Manual 
Signaling applies only to system telephones.) 

Fax Management. A button (labeled Fax-30) is programmed as a Fax Management button 
for the fax machine connected to extension 30. The lights next to the button show what is 
happening at the fax machine (for example, red flutter indicates that the fax machine is not 
responding–for example when it is out of paper).
Figure 7-1.  PARTNER-34D Telephone as an Operator Console
Also, the operator can use an Intercom Autodialer for the extensions the operator dials most 
frequently. This leaves buttons on the telephone free for more features and telephone numbers.
You can have only one button for a target extension per extension. The button can be 
programmed as a Manual Signaling button or as an Auto Dial button for intercom 
ringing or voice signaling.
Intercom IntercomExt.Message
Line/
Programmable 
Buttons
Any unused
line button is
programmable
PARTNER-34D
Phone 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Automatic System Answer Features
7-4
Automatic System Answer Features
The Automatic System Answer features help the system operator handle outside calls during 
peak calling periods. When an outside call rings on a line programmed with Automatic System 
Answer, the system answers it after a specified number of rings and plays a short user-recorded 
greeting to the caller. Then, depending on how Automatic System Answer Mode (#121) is 
programmed, the system does one of the following:

Places the call on hold at extension 10 (the light next to the line button winks green at 
extension 10 and winks red at all other extensions that have the line). The outside caller hears 
Music-On-Hold, if it is available.

Continues to ring all extensions that have access to the line (the green light next to the line 
button at those extensions flash). The outside caller hears Music-On-Hold, if it is available.

Disconnects the call.
The Automatic System Answer features that follow are available in systems of Release 2.0 or 
later:

Automatic System Answer Button 

Automatic System Answer Delay 

Automatic System Answer Lines 

Automatic System Answer Mode 

Automatic System Answer Record/Playback 
Considerations

The Automatic System/Direct Extension Dial PC card is purchased separately.

Use the Automatic System Answer Record/Playback feature to record a message before 
using Automatic System Answer since there is no default message.
Automatic System Answer Button (#111)
Use this feature to program a button to turn Automatic System Answer (ASA) on and off. This 
feature helps the operator answer calls during busy periods. 
Considerations

This feature is available only on the system telephone at extension 10.

Program an Automatic System Answer Button on a button with lights on the system display 
telephone at extension 10. (This feature is not supported on a button without lights.)

The Automatic System Answer Button returns to the status (on/off) it was in before a power 
failure occurred or System Reset (#728) was used. 
						

							Operator Features
Automatic System Answer Features
7-5

Direct Extension Dial is an alternative system answering feature that lets outside callers dial 
an extension or Hunt Group number directly, without the aid of the operator.
Programming
To assign or unassign an Automatic System Answer Button with lights at extension 10:
1. Press 
f00ss#111. 
2. Do one of the following:

If you want to assign Automatic System Answer to the first available button, press 
D until a display similar to the following appears:
ASA Button
1
 Assigned - Ext10 

If you want to unassign Automatic System Answer, press D until a display similar 
to the following appears:
ASA Button
2
 Not Assigned (the factory setting) ✔ 

If you want to assign Automatic System Answer to a specific button, press 3. A display 
similar to the following appears:
ASA Button
3
 Select a Button 
Then press a programmable button with lights to assign Automatic System Answer to 
that button.
3. Select another procedure, or exit programming mode.
4. Label the Automatic System Answer Button at extension 10.
Using the Automatic System Answer Button
Use the Automatic System Answer Button as a toggle button to turn ASA on or off. When ASA 
is on, the green light next to the button is on steady. When ASA is off, the green light goes off.
If you turn Automatic System Answer on when calls are ringing, the calls are answered 
immediately by the system. If you turn ASA off when calls are in the process of being answered, 
the callers continue to hear the recorded message and are placed on hold. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Automatic System Answer Features
7-6
Automatic System Answer Delay (#110) 
Use this feature to specify the number of times (0—9) an incoming call should ring before it is 
answered by Automatic System Answer.
Considerations

Automatic System Answer Delay works independently of Line Ringing, which determines 
how an outside call rings at an extension–immediately, after a 20 second delay, or not at all. 
Automatic System Answer Delay specifies the number of rings a caller hears before the 
system answers the call.

If you use Caller ID, make sure Automatic System Answer Delay is set to 2 rings or more to 
ensure that Caller ID information is captured.
Programming
To change the number of times an incoming call rings at extension 10 before the system answers 
it:
1. Press 
f00ss#110. 
2. To change the number of rings, press 
D until the appropriate value appears. The 
number of rings can be from 0 to 9, with 0 meaning immediate answering of the call. The 
factory setting is 2 rings.
3. Select another procedure, or exit programming mode.
Automatic System Answer Lines (#204)
Use this feature to identify the lines on which incoming calls should be answered by Automatic 
System Answer.
Considerations

All lines programmed with Automatic System Answer should be assigned to extension 10.

Only outside calls on Automatic System Answer lines are answered automatically. Intercom, 
transferred, and transfer-return calls are not answered automatically.

You can set Caller ID Log Answered Calls (#317) to Active to log calls on lines answered by 
Automatic System Answer.
Programming
To identify the lines on which outside calls should be answered by the system:
1. Press 
f00ss#204. 
2. Enter the two-digit system line number of the desired line.  
						

							Operator Features
Automatic System Answer Features
7-7 3. To assign or unassign the line, press 
D until the appropriate value appears.

1 = Assigned

2 = Not Assigned (the factory setting) ✔ 
4. To identify another line, press 
n or p until the line number appears on the display. 
Then repeat Step 3.
5. Repeat Steps 3 and 4 for all the lines that you want to identify.
6. Select another procedure, or exit programming mode.
Automatic System Answer Mode (#121)
Use this feature to determine how the system handles Automatic System Answer calls after the 
greeting plays. There are three available modes:

Hold–places the call on hold at extension 10 (the light next to the line button winks green at 
extension 10 and winks red at all other extensions that have the line). The outside caller hears 
Music-On-Hold, if it is available.

Ring–continues to ring and the green light next to the line button continues to flash at all 
extensions that have access to the line. The outside caller hears Music-On-Hold, if it is 
available.

Disconnect–ends the call immediately after the Automatic System Answer greeting plays.
Considerations

If Automatic System Answer Mode is set to Hold, calls are placed on hold at extension 10; 
however, any extension with access to the line on which the call is held can retrieve the call.

If Automatic System Answer Mode is set to Hold and a call is placed on hold for longer than 
one minute, the system generates a short Hold Reminder Tone at extension 10. This tone 
sounds once every minute until the held call is retrieved, or until the caller hangs up.

If Automatic System Answer Mode is set to Hold or Disconnect, you can intercept a call 
while the message is playing–the light for the call is steady red. To intercept the call, press the 
line button and lift the handset. The message stops playing when the call is retrieved.

If Automatic System Answer Mode is set to Ring, the line button on which an outside call 
rings flashes green continuously, even while the system answers the call and plays the 
Automatic System Answer greeting. To answer the call, lift the handset. If the message was 
playing, it stops automatically.

Automatic System Answer Mode should not be set to Hold or Ring if the disconnect signal 
from the local telephone company is not recognized by Hold Disconnect Time (#203). 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Automatic System Answer Features
7-8
Programming
To change the Automatic System Answer Mode:
1. Press 
f00ss#121.
2. To change the mode, press 
D until the appropriate value appears: 

1 = Hold (the factory setting) ✔ 

2 = Disconnect

3 = Ring
3. Select another procedure, or exit programming mode.
Automatic System Answer Record/Playback (I891)
Use this feature to record and play back the message that callers hear when a call is answered by 
Automatic System Answer. The maximum length of the message is 20 seconds.
Considerations

If you do not record a message for Automatic System Answer, calls are placed on hold, 
continue to ring, or are disconnected immediately after the system answers, depending on the 
setting of Automatic System Answer Mode (#121).

You must record the Automatic System Answer message from the system display telephone 
at extension 10 or 11.

You cannot record or play a message while Automatic System Answer or Direct Extension 
Dial is answering a call. When you want to record or play a message, turn off Automatic 
System Answer and Direct Extension Dial and wait for any calls in the process of being 
answered by the system to be completed.

The message must be at least eight seconds to use the Fax CNG Detection (#505, Group 8) 
feature. The system takes seven seconds to determine if the incoming call is a fax.

You can set SMDR Talk Time (#611) to Active to include the Talk field on call reports. For an 
incoming outside call answered by Automatic System Answer, this field shows the call 
duration minus the time the greeting played and the caller waited for someone to answer the 
call.
Programming
To record an Automatic System Answer message:
1. As needed, install the Automatic System/Direct Extension Dial PC card (see PARTNER PC 
Card Installation Instructions).
2. Turn off Automatic System Answer and Direct Extension Dial and wait for any calls in the 
process of being answered by these features to be completed.
3. Lift the handset of the system display telephone at extension 10 or 11.
4. Press 
i. 
						

							Operator Features
Automatic System Answer Features
7-9 5. Dial 
891. The current time of day remains on the second line of the display for the duration 
of this procedure. The top line of the display reads:
ASA: 1=Record 
If a message was recorded previously, a display similar to the following appears:
ASA: 1=Record 2=Play 
6. Press 
1. A display similar to the following appears for three seconds:
Record at the tone 
7. After three seconds, you hear a confirmation tone. Begin recording your message.
8. Press 
# when you are done recording. If the allotted time (20 seconds) for the message is 
completed before you press 
#, you hear a tone to let you know that the system has stopped 
recording.
When you finish recording, a display similar to the following appears:
ASA: 1=Record 2=Play 
9. Do one of the following:

To re-record the message, follow the instructions from Step 5 in this current procedure.

To play back the message, follow the instructions from Step 5 in the following procedure.

To exit from the procedure, hang up the handset.
To play back an Automatic System Answer message:
1. Turn off Automatic System Answer and Direct Extension Dial and wait for any calls in the 
process of being answered by these features to be completed.
2. Lift the handset of the system display telephone at extension 10 or 11.
3. Press the 
i button.
4. Dial 
891. A display similar to the following appears:
ASA: 1=Record 2=Play 
5. Press 2. A display similar to the following appears:
Message Playback 
After the message is played back, you hear a confirmation tone and a display similar to the 
following appears:
ASA: 1=Record 2=Play 
6. Do one of the following:

To re-record the message, follow the instructions from Step 5 in the procedure for 
recording a message.

To play back the message, follow the instructions from Step 5 in this current procedure.

To exit from the procedure, hang up the handset. 
						

							PA R T N E R® Advanced Communications System Installation, Programming, and Use
Direct Extension Dial Features
7-10
Direct Extension Dial Features
Direct Extension Dial answers incoming calls after a specified number of rings and plays a 
customized message. This message prompts the caller to dial the digits of the designated 
extension, Hunt Group, or Calling Group. The Direct Extension Dial features that you must 
program are:

Direct Extension Dial Lines 

Direct Extension Dial Button 

Direct Extension Dial Delay 

Direct Extension Dial Record/Playback 
Direct Extension Dial features are available for systems of Release 2.0 or later.
Considerations

The Automatic System/Direct Extension Dial PC card is purchased separately. 

Use the Direct Extension Dial Record/Playback feature to record a message before using 
Direct Extension Dial, since there is no factory-set message. This message can prompt 
callers to dial an extension, Hunt Group, or Calling Group number after the system answers 
an outside call.
Direct Extension Dial Lines (#205)
Use this feature to identify the lines on which incoming calls are to be answered for Direct 
Extension Dial. 
Considerations

Assign all lines programmed with Direct Extension Dial to extension 10 or its transfer return 
extension.

If a caller enters an invalid extension number or does not enter one at all, the call is transferred 
to the operator at extension 10 (or to the designated transfer return extension for extension 
10).

To intercept a call while the message is playing–the red light next to the line button is on 
steady–press the line button and lift the handset. The message stops playing when the call is 
retrieved.

You must program a button on the system display telephone at extension 10 to turn Direct 
Extension Dial on and off. Use Direct Extension Dial Button (#113) to program the button.

Calls that ring on lines programmed with Direct Extension Dial are picked up after two rings, 
as a factory setting. To change the number of rings, use Direct Extension Dial Delay (#112).