Comdial Impact Dsu Instructions Manual

							The user controls the DIU by pressing a preprogrammed DATA button on his/her digital
telephone. The installer can also program a DATA button on a remote telephone that can
control the DIU as well. The DATA LED on the digital telephone provides the user with
visual feedback on DIU status.
The system administrator can program up to three security groups and assign them to
work groups. This safeguards stored data on IST devices such as personal computers by
denying access to users from outside the group. For example, if a caller in security group
1 calls a station in security group 2, and the IST device on the DIU at the called station is
selected, the caller will hear a busy tone. When the multiline telephone on the DIU is
selected instead, the caller can make a station to station call in the normal manner.
The DIU will operate reliably at baud rates up to 9600 (outside calls) and 14400
(intercom calls).
Data Security
This data security feature will prevent any type of tone (DTMF, camp-on, barge-in, etc.)
from interrupting a call that is active on a port programmed with the feature. This
prevents interference to non-voice communications from occurring when the port is
being used as a data port (when operating a modem through an ATI-D port for, example).
The programmer can use station class of service programming to enable a data security
port.
Default Functional Program
At initial power-up, the system sets the operating features to a specific group of operating
conditions (default conditions). The default conditions provide a complete operating
system for normal use. The installer can leave the system defaulted or reprogram as
desired. After a programmer has reprogrammed a system, he or she can re-default it by
using the system, line, and station class of service programming or use a master clear to
default the entire system and erase all stored programmable button information.
See also,Class Of Service.
Default Toll Restriction
The system defaults two toll restriction tables with pre-programmed values and
pre-assigned to all lines. The programmer needs only to assign these tables to the stations
by programming action to put them into effect. He or she can use the toll restriction table
configuration class of service programming to reprogram the defaulted tables with
different information as needed.
See also,Toll Restriction.
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							Delayed Ringing
Ringing assignments are programmable. A station can be programmed to provide
delayed ringing on some lines while providing immediate ringing on other lines.
Delayed ringing is assigned to certain lines at each station through station class of service
programming. When a programmer assigns delayed ringing to a station for certain lines,
he or she can also assign the time length of the delay.
See also,Ringing.
Departmental Calling Distribution (DCD) Report
Refer to the discussion titled Direct Department Calling With Departmental Call
Distribution (DCD).
Designated Programmable Buttons
Designated programmable buttons are those that the programmer assigns to a station
using the button mapping procedures that are a part of station class of service
programming. These buttons provide one-button access to a broad range of features.
While the programmer must assign most designated buttons, the station users can assign
the auto redial button and the response message button themselves.
Dial 0 For System Attendant
The system attendant station (station 10) is signaled whenever anyone dials the digit 0 on
the intercom line.
Dial By Name
The Dial By Name feature allows users to employ any two-line display, LCD
speakerphone to search through an index of names and automatically call the located
name.
By pressing theoptionbutton, users enter the Dial By Name menu. From that menu, they
either press theintbutton for intercom calling or theextbutton for speed dial calling,
and then dial three digits for the first three letters of the name they want to locate. The
system displays the first match to the dialed digits that it finds. The user can then either
press thedialbutton to make the call to the displayed location or press thenextbutton to
display the next name in the index.
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							The Dial By Name feature uses the seven-character station names associated with the
station ports for searching through the list of stations for intercom calling. 16-character
names are used for searching through the list of system speed dial entries.
When users make a sequential search through the stored index of names, the system
searches the list as it was entered. Programmers or system attendats must arrange the list
in the desired sequence as they store the entries.
Digital Voice Announcing
Digital voice announcing uses a hardware peripheral device (product code DVA01)
connected to a digital station port to play recorded messages during an in-progress call.
The DVA stores the messages in its memory for recall when needed. The system
attendant stores messages in the DVA device by delivering them from the telephone
handset of station 10 or 12 or by playing the contents of a professionally-supplied tape
recording into the DVA memory. When enabled by the DSU, the DVA provides up to
four messages. The total available message time is two minutes. With each DVA
servicing one outside line, the system installer can add several DVAs to enable the digital
telephone system to answer several lines with digital voice announcing.
While the DVA is not an automatic attendant, it enhances the following features: direct
department calling with departmental calling distribution (DCD), direct inward station
dialing (DISD), and Tracker Paging System. DVA enhances these features by providing
automated voice prompts and dialing instruction to callers. In general, the voice prompt
messages of of four categories illustrated in the following examples:
Day Answer Messages
For DCD callers—“Welcome to Acme’s sales department, all of our agents are busy.
Please stay on the line and an agent will answer your call as soon as possible.”
For DISD callers—“Welcome to Acme Company. If you know your party’s extension,
dial it now; otherwise, stay on the line and an attendant will answer your call.”
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							Night Answer Messages
For DCD callers—“Welcome to Acme’s sales department. Our hours are eight to
four-thirty. Please call tomorrow during those hours.”
For DISD callers—“Welcome to Acme Company. Our hours are eight to four-thirty.
Please call tomorrow during those hours.”
Recall Messages
For DCD callers—“Please hold. An agent will be with you as soon as possible.”
For DISD callers—“The party you have called is not available. Please dial a new
extension number.”
For DISD callers in systems that have the Tracker Paging System installed—“The party
you have called is not available. Please dial a new extension number or dial # plus your
call-back number followed by another # to page your party.
Drop Message
—“Thanks for calling Acme, good-bye.”
Typically, the DVA services a DCD call in the following manner:
1. A caller rings a department line.
2. If all department stations are busy, the DSU answers the call and triggers the
DVA to play the day or night answer message. The DSU transfers the line to the
department if the system is in the day mode or drops the line if it is in the night
mode.
3. A transferred line recalls to the DSU after a transfer recall time, and the DVA
plays a recall message to the caller. The DSU transfers the call once more to the
department. This action repeats for a programmed number of times.
4. After the last recall, the DVA plays the drop message and the DSU drops the line.
Typically, the DVA services a DISD call in the following manner:
1. A caller rings a DISD line.
2. After a programmed number of rings, the DSU answers the call and triggers the
DVA to play the day or night answer message.
3. The DSU decodes the digits that the caller dials and rings the station or
department dialed by the caller. Should the caller dial an incorrect extension, the
DSU sends an error tone and asks the caller to dial the code again.
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							4. A DISD line recalls to the DSU after a transfer recall time, and the DVA plays a
recall message to the caller. The DSU transfers the call once more to the same or
different stations. This action repeats three times.
5. After the last recall, the DVA plays the drop message and the DSU drops the line.
The installer can connect DVA devices to any available digital station ports. The
availability of station ports limits the number of DVA devices that can be connected to
the system. The system programmer arranges the DSU class of service programming to
customize the DVA operation for specific applications.
See also,Digital Voice Announcing
Direct Department Calling With Departmental Call Distribution
The system enhances direct department calling with departmental call distribution (DCD)
and provides a means by which outside lines can be assigned to one of four different
departments. Calls received on department lines and calls that are transferred to a
department from within the system search for an idle station in that department. The
system distributes department calls evenly throughout the department stations for
answering with individual stations having the ability to be taken out of service as
necessary. The system places calls received on department lines and calls that are
transferred to a department from within the system in a queue for servicing. It assigns
new calls, transferred calls, and held calls a time stamp so that they will be serviced in
the order of their arrival.
The system allows up to four departments and allows up to 16 stations and a minimum of
3 stations (plus one overflow station) in each one. The programmer can assign a station
to more than one department, if desired. Since the programmer can assign a station to
more than one department, she or he can add the attendant station to serve as the
overflow station for all departments if desired. The programmer can assign separate pilot
numbers (extension numbers) to each department that the users can use for making
intercom calls or doing call transfers to the department.
The direct department calling feature requires that the programmer assign lines and
stations to a department. It does not require that he or she assign department lines to
appear at buttons on department stations. If a site requires that a particular department
line must appear at a particular department station, the programmer can assign it;
however, the programmer must ensure that neither direct nor delayed ringing is enabled
for that line at that station.
An incoming call searches for the first station available to answer a call. If all stations in
a department are busy or ring with no answer (RNA call), the call will go to the overflow
station in that department (if one has been programmed). If there is no overflow station
programmed, the call continues to try the department stations until it is answered or
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							dropped by the caller. The caller continues to receive ringback tone until the call is
answered. The overflow station can service the call or transfer it back to the department
using the department pilot number. When the call is transferred back to the department
by an overflow station, it will not return to the overflow station until that station is idle
and has no ringing calls either new or transferred. Instead, the call will camp-on at the
department and wait for a station to become idle. The caller will receive music while on
hold if the system is so equipped. To provide reassurance to the caller during ringing it is
recommended that a music source be connected to the system. The call will remain in a
held state until it is answered or until the department transfer recall timeout period has
ended.
When the recall timeout period has ended, the call will return to the transferring station.
Intercom calls that are made to the department will test the department stations for busy
or a RNA. If all stations are busy, a busy tone is returned to the caller. Intercom calls will
not camp-on at the department but will go to the overflow station. Further, the system
camp-on feature cannot be used to camp-on to a department.
Subsequent calls to a department on a particular line always try the next station in the
department from whichever station serviced the last call on that line.
To understand this, assume a department with stations 15, 16, and 12 assigned as
department members 1, 2, and 3. Further assume lines 1, 2, and 3 are programmed to ring
in this department. To create a randomizing effect, the system tracks for each line which
department member (1, 2, or 3) serviced it last. When the next call arrives on line 1, for
instance, the system makes a search for the next idle department member after the last
one that serviced a call on line 1. Since there are several lines assigned to the department
and conversation times and wrap-up times vary, a natural random distribution of calls on
lines 1, 2, and 3 at stations 15, 16, and 12 will occur. Further, since the system is keeping
track on a per line basis of the servicing stations as department members instead of
station numbers, the programmer could rearrange the department list without having any
effect on call distribution. As the programmer adds more stations to a department, the
randomizing effect improves.
Since the RNA time of a station is a programmable feature, department stations can be
set to have a short RNA time to allow a call to search rapidly through a department for an
answer.
When an outside or transferred call is ringing at a department station, the station user can
press the pre-programmed Do Not Disturb (DND) button to place the station in an
off-duty condition. While off-duty, all outside and transferred calls skip to the next
department station. This off-duty condition remains set until the DND button is pressed
again to place the station back in service. When the overflow station is set to DND, all
incoming and transferred calls will return to the department queue.
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							A department station can also be taken out of service and placed in a wrap-up mode to
provide the user time for doing such things as follow-up paperwork. While a station is in
a wrap-up mode, all outside and transferred calls skip to the next department station. The
station user sets the wrap-up mode by pressing Hold DND and presses these buttons
again to clear the wrap-up mode.
It should be noted that the departments formed for use with this direct department calling
feature are different from those departments used in SMDA reporting. Assign department
transfer recall time (unanswered call transfer recall time feature) using the system class of
service programming. Assign lines for direct department calling using the line class of
service programming. Assign department stations, access codes to departments (flexible
numbering feature), and busy/RNA timeout (call forward—busy feature) using the
station class of service programming.
Departmental Calling Distribution (DCD) Report
The attendant station can request a Departmental Calling Distribution (DCD) report that
provides a compilation of department call activity. The statistics that are reported are
based on the department assignments that are active at the time of the report and are
extracted from the SMDR records collected by the system. For a report to be generated, a
department must exist. All calls that are included in the DCD report, must meet the
following conditions before they are reported as department calls:
·They must be incoming calls. Outgoing calls are not reported in the DCD report.
·The port number of the line which received the call must be one that is assigned to
a department.
·The port number of the station which answered the call must be assigned to a
department.
A DCD report consists of the following columns of information:
Station Number:The station name or extension number of the station being reported.
Idle Time:The amount of time that the station is on-hook and available to answer a call.
Dept. Calls: The amount of time spent on incoming calls that rang into the department
and calls that were transferred to the department.
Hold Time: The amount of time that department calls spent in an on-hold state at a
particular station.
Avg. Dept. Calls: The average time per call (including on-hold time) that a station spent
on a call.
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							Wrap-Up Time: The time that a station spent in a wrap-up mode doing such things as
follow-up paperwork. While a station is in a wrap-up mode, it does not receive
department calls. The station user sets a wrap-up mode by pressingHoldandDNDand
repeats the procedure to clear the wrap-up mode.
Missed Calls: The total number of calls that are not answered at a station and that are
cycled by the system to another station for answering.
Other Calls: This is a summation of the time spent on outgoing call activity, incoming
call activity on non-department lines, plus all intercom call activity.
On-Duty Time: The on-duty time includes a summation of idle time, department call
time, wrap-up time, and other call time.
Off-Duty Time:The time that a station spent in a do not disturb mode. While in a
do-not-disturb condition, a station is not available to receive calls. The station user sets a
do-not-disturb mode by pressing DND and repeats the procedure to clear the do not
disturb mode.
Unanswered Calls: Total number of calls that went unanswered at a department.
Calls Answered After 36 Seconds:Total number of calls that waited at least 36 seconds
(approximately six rings from the CO) before being answered.
Calls Handled By Overflow Station: Total number of calls that were answered and
transferred by the overflow station and then answered and serviced by another station.
Calls Terminated At Overflow Station: Total number of calls that were received by the
overflow station and were either answered but not transferred or were dropped by the
caller before being answered.
If you wish, you can enhance the DCD feature with digital voice announcing.
See also,Digital Voice Announcing.
Direct Inward Station Dialing (DISD)
The DISD feature allows an external party to call an intercom station directly without
assistance by the attendant. The DISD call must be received on a line which has been
specially programmed to allow this feature. Any line can be programmed to be a DISD
line for both the normal mode of operation and the night transfer (of ringing) mode of
operation.
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							The number of rings which occurs on a DISD line before it is answered is programmable.
By setting a large number of rings, time is allowed for a call to be serviced in a regular
manner by stations that have a line appearance for the DISD line. Setting the number of
rings to 0 disables the line for DISD use. If a line is to be dedicated for DISD use, it is a
good practice to set it for one ring. The amount of time allowed for an extension number
to be dialed is programmable and a DISD assist station can be programmed to answer
calls that are not completed during this dial time limit.
When a DISD line is called, it rings for a programmed number of rings. If the call is not
answered in a normal manner by a station with the line appearance during this time, the
system answers it and, if the programmer has chosen this feature, presents a DISD dial
tone to the caller. The system then waits for an extension number to be dialed from the
calling telephone. Only one DISD line is serviced at a time; therefore, an incoming call
could ring for more than the programmed number of rings if a DISD call is being
serviced when a second DISD call is received.
When a valid extension number is dialed, a confirmation tone is sounded, the system
attempts a transfer, and the called station rings if it is idle. If a called station does not
answer within the transfer recall timeout period, the call is returned to DISD dial tone. If
the called station has the call forward feature set, the forwarded station rings. If a called
station is busy, the call is placed on hold and camped-on at the busy station. The system
will send a call waiting tone to the busy party if the programmer has enabled the call
waiting tone feature. If the camp-on is not answered within the transfer recall timeout
period, a busy tone is given followed by DISD dial tone. The system will return the caller
to DISD dial tone two additional times and then drop the line (a total of three attempts
are made).
NOTE: The system routes calls made to busy and ring-no-answer stations to an idle
station in the hunt group. If no idle stations are available, the call is
camped-on at the dialed station.
If an invalid extension number is dialed, an error tone is sounded before the DISD dial
tone is returned. If a mistake in dialing is made, the caller can dial aSfor a new DISD
dial tone. The system will return the caller to DISD dial tone two additional times and
then drop the line. If extension number dialing is not completed within the programmed
dial time limit, the call is routed to the DISD assist station if one is programmed;
otherwise, the line is dropped. The programmer may select a DISD dial time limit of 0
seconds, allowing callers to obtain a transfer to the assist station without having to dial
any digits. If the assist station is busy (call will camp-on at the assist station) or if the
assist station does not answer before the transfer recall timeout period, the system will
return the caller to DISD dial tone. If extension number dialing is not completed within
the dial time limit this time, the line is dropped.
The installer should connect a music source to the system so the music can provide a
reassurance to the caller during a camp-on situation when the DISD feature is being used.
See also,Digital Voice Announcing
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							Direct Station Call Hold (Station Park)
This feature allows a station user to park a call at a specific station where it will be held
without ringing. A feature code plus a station extension number can be dialed over the
intercom line to park the call or a programmable button can be programmed to provide a
“directed hold” to a specific station. The parked call is picked up by directed station by
dialing a feature code. It can be picked up at any station through the use of the call
pickup feature. No class of service is required.
See also,Call Pick-Up—Directed and Call Park.
Direct Station Selection (DSS) Programmable
A station user can store one-button, direct station selection (DSS) at any memory button
location to create a DSS memory button. When this button is pressed, any active outside
call is automatically placed on hold and an intercom call is automatically made to that
previously stored station number. The visual indicators of the stations programmed at the
button locations form a busy lamp field (BLF). The BLF conveys station status to the
user. An autodial number can also be programmed as a secondary function at every
DSS/BLF memory location. No class of service is required.
See also,Automatic Dialing.
Distinctive Ringing
The ringing cadence of an incoming call is the same as the ringing cadence of the
TELCO, PBX, or CENTREX system. The ringing cadence of an intercom call presents
two tone bursts sounded every four seconds.
See also,Ringing.
Do Not Disturb
Any station can be set to a do-not-disturb mode (DND) using the designated DND
programmable button and associated indicator (indicator will light when DND is active).
While in the DND mode, the station will not ring on any incoming call nor will it accept
an intercom call. A party making an intercom call to a station set in the do-not-disturb
mode hears a fast busy tone. The feature cannot be overridden by the calling party unless
the override feature is enabled. The DND feature is used with the departmental calling
feature to provide a station wrap-up mode and a station off-duty mode.
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