Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
147 Adding call pickup 
7
Creating pickup groups
A pickup group is a list of phones where each member of the group can answer 
another member’s calls. For example, if you want everyone in the payroll 
department to be able to answer calls to any payroll extension (in case someone is 
away from their desk), create a pickup group that contains all of the payroll 
extensions. Members of a pickup group...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
148 Adding call pickup 
7
Setting up directed call pickup
To set up a phone so that the user can pick up calls with Directed Call Pickup, you 
need to determine if directed call pickup is enabled on your system and make sure 
that the user’s phone has a COR that allows directed call pickup.
To determine if Directed Call Pickup is enabled on your system:
1. Type 
change system-parameters features and...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
149 Adding call pickup 
7
7. Type add pickup-group next and press RETURN.
The Pickup Group
 screen appears.
8. Enter the primary extensions of the users desired in the pickup group. 
Administer all the pickup groups that will be grouped together in the same 
extended pickup group.
9. Type 
change extended-pickup-group n and press RETURN, where n is the 
number of the extended pickup group to change....

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
150 Adding call pickup 
7
10. In the Pickup Group Number column, enter the pickup group number of the 
pickup groups that belong to the extended group being administered.
The Pickup Number associated with the entered Pickup Group Number is 
the number users will enter following the FAC when pickup group. In the 
above listed example, a user in Pickup Group 2 will enter “0” following the 
FAC to pick...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
151 Adding call pickup 
7
5. In the Extended Group Call Pickup Access Code field, type the desired 
FAC .
Refer to the dial plan to enter the correct sequence and number of digits.
6. Press 
ENTER to save your changes.
7. Type 
add pickup-group next and press RETURN.
The Pickup Group
 screen appears.
8. In the Extended Group Number field, type the number of the extended 
pickup group that can answer...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
152 Managing hunt groups 
7
Pickup Numbers. A unique “Extended Pickup Group number can be 
assigned to each pickup group on this screen. The entries in the Extended 
Group are the groups that can have calls picked up by the group with the 
matching Extended Group number in the Pick Group screen. Thus, a 
particular group’s calls may be picked up by members of many extended 
pickup groups.
NOTE:
On the...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
153 Managing hunt groups 
7
We will assign 3 people (agents) and their extensions to our helpline. We want 
calls to go to the first available person.
Instructions
To set up our helpline hunt group:
1. Type 
add hunt-group next and press RETURN.
The Hunt Group
 screen appears. The Group Number field is automatically 
filled in with the next hunt group number.
2. In the Group Name field, type the name...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
154 Managing hunt groups 
7
6. In the Ext field, type the extensions of the agents you want in the hunt 
group.
We’ll type 
1011, 1012, and 1013.
Tip:
For a ddc group type (also known as “hot seat” selection), the call is 
sent to the extension listed in the first Ext field. The system uses this 
screen to determine the hunting sequence.
7. Press 
ENTER to save your changes.
The Name fields are...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
155 Managing hunt groups 
7
Setting up a queue
You can tell your switch how to handle a hunt-group call when it cannot be 
answered right away. The call waits in a “queue.”
Let’s tell the switch that up to 10 calls can wait in the queue, but that you want to 
be notified if a call waits for more than 30 seconds.
You also want the switch to send a warning when 5 or more calls are waiting in the 
queue....

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
156 Managing hunt groups 
7
4. In the Calls Waiting Threshold field, type the maximum number of calls 
that can be in the queue before the system flashes the queue status buttons.
In our example, type 
5.
5. In the Time Warning Threshold field, type the maximum number of 
seconds you want a call to wait in the queue before the system flashes the 
queue status buttons.
In our example, type 
30.
6....