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Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide
Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide
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DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing phone features 87 Setting up Terminal Self Administration 4 nVisitor telephones An executive may have another telephone in their office that is to be used by visitors. It may be desirable that the visitor be able to bridge onto a call that is active on the executive’s primary extension number. A bridged call appearance makes this possible. nService environments It may be necessary that several people be able to handle calls to a particular extension number. For example, several users may be required to answer calls to a hot line number in addition to their normal functions. Each user may also be required to bridge onto existing hot line calls. A bridged call appearance provides this capability. nA user frequently using telephones in different locations A user may not spend all of their time in the same place. For this type of user, it is convenient to have their extension number bridged at several different telephones. Setting up Terminal Self Administration Terminal Self-Administration (TSA) allows users to administer some of their own feature buttons from their telephones. TSA is available only for 6400-series, 8400-series, and Callmaster phones. Users are prompted, via the telephone’s display, to choose features to assign to buttons on their telephones. Before you start To prevent users from changing another users phone administration, you can enable the system-wide option that requires users to enter a station security code before they can administer their phone. To enable this option: 1. Set the Station Security Code for Terminal Self-Administration Required on the Security-Related System Parameters screen to Y. If you enable this option, the user is prompted for the station security code when they press the Admin button. The user must enter the security code, followed by the pound (#) button or the Done softkey. Instructions You need to assign a security code to the user’s Station screen for each user you want to enable access to TSA. You also need to assign the user an Admin feature button.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing phone features 88 Setting up Terminal Self Administration 4 For example, to assign a security code of 12345678 to extension 4234, complete the following steps: 1. Type change station 4234 and press RETURN. The Station screen for extension 4234 appears. 2. In the Security Code field, type 12345678. You should assign unique security codes for each user. Once you enter the code and move off the field, the system changes the field to ‘*’ for extra security. 3. In one of feature button fields, type admin. You can assign this button to a feature button or a softkey. 4. Press ENTER to save your changes. More information Before a user can enter the TSA Admin mode, their telephone must be completely idle. After a user presses the Admin button and enters a security code (if necessary), they are prompted, via the telephone’s display, to choose features to administer to buttons on their telephone. The user can add, replace, or delete any of the following feature-button types from their telephone. nCDR Account Code nAutomatic Dial nBlank nCall Forwarding nCall Park nCall Pickup nDirected Call Pickup nGroup Page nSend All Calls nActivate Whisper Page nAnswerback for Whisper Page nWhisper Page Off End-user button changes are recorded to the switch’s history log so that remote services can know what translations are changed.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing phone features 89 Setting up Terminal Self Administration 4 Fixing problems nWhen a telephone is in the Admin mode, the telephone cannot accept any calls — the telephone is treated as if it were busy. Also, a user cannot make calls while in the Admin mode. nAny button state a telephone is in when the telephone enters the Admin mode stays active while the telephone is in the Admin mode. nACD agents who wish access to the Admin mode of TSA must be logged off before pressing the Admin button. If they are not logged off when they attempt to enter the Admin mode, they receive a denial (single-beep) tone. nCall Forwarding can be active and works correctly in the Admin mode. An active Call Forwarding button cannot be removed when the telephone is in the Admin mode. nSince the telephone must be on-hook to go into the Admin mode, the Headset On/Off button must be in the OFF position. nA telephone that is in the Admin mode of TSA cannot be remotely unmerged by the PSA feature. If a user has Abbreviated and Delayed Ringing active, a call can be silently ringing at a telephone and the user may not realize it. This ringing prevents the user from entering the Admin mode of TSA.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing phone features 90 Setting up Terminal Self Administration 4
Managing your attendant consoles 91 Overview 5 DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 5 Managing your attendant consoles This section provides an overview to the DEFINITY attendant consoles. It also explains how to add new consoles, remove consoles, and how to set your system-wide console parameters. Overview The attendant console is the main answering position for your organization. The console operator is responsible for answering incoming calls and for efficiently directing or “extending” calls to the appropriate phone. The attendant console also can allow your attendants to monitor: nsystem problems ntoll fraud abuse ntraffic patterns The number of consoles you can have in your organization varies depending on your DEFINITY system. For more information about your specific system capacity, refer to DEFINITY ECS System Description. 302 attendant consoles DEFINITY ECS supports two types of consoles: the 302A/B and the 302C console. You may have a basic or enhanced version of these consoles. Figure 1 on page 92 shows the 302A/B console and Figure 2 on page 93 shows the 302C console. The next two figures show the button layouts on the Feature area and on the optional Selector console.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing your attendant consoles 92 Overview 5 Figure Notes Figure 1. 302A and 302B attendant console 1. Call processing area 2. Handset 3. Handset cradle 4. Warning lamps and call waiting lamps 5. Call appearance buttons 6. Feature area 7. Trunk group select buttons8. Volume control buttons 9. Select buttons 10. Console display panel 11. Display buttons 12. Trunk group select buttons 13. Lamp Test Switch 302bphn1 KLC 051496
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing your attendant consoles 93 Overview 5 Figure Notes Figure 2. 302C attendant console 1. Handset 2. Handset cradle 3. Call processing area 4. Warning lamps and call waiting lamps 5. Outside-line buttons 6. Display buttons7. Display 8. Select buttons 9. Volume control buttons 10. Outside-line buttons 11. Feature buttons 12. Call appearance buttons a bc de f Po s i t i o n Available Forced ReleaseNight Pos Busy Calls Waiting Calls Waiting Wa r n i n g Individual Calls Waiting Alarm Alarm Reported Control Wa r n i n g BusyControl Wa r n i n g Busy Split Hold Date TimeRinger Select Volume Cancel Start Release 3DEF1 4GHI 7PRQS 6MNO 9WXYZ 2ABC 5JKL 8TUV 0 phdg302c KLC 031199 1 2 3 4 5 7 6 8 9 10 11 12
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing your attendant consoles 94 Overview 5 Figure 3. Console feature button layout Figure 4. Enhanced Selector Console 1 ONLY)2 3 4 5 6 7 8 00 01 02 03 04 05 06 07 08 09 10 20 30 40 50 60 70 80 90 91 92 93 94 95 96 97 98 99 89 88 87 86 85 84 83 82 81 71 72 73 74 75 76 77 78 79 69 68 67 66 65 64 63 62 61 51 52 53 54 55 56 57 58 59 49 48 47 46 45 44 43 42 41 31 32 33 34 35 36 37 38 39 29 28 27 26 25 24 23 22 21 11 12 13 14 15 16 17 18 19 HUNDREDS GROUP SELECT BUTTONS FOR IDENTIFICATION 9 10 11 12 13 14 15 16 17 18 19 20 TWENTY ADMINISTRABLE (NUMBERS 1-20 ARE
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing your attendant consoles 95 Adding an attendant console 5 DEFINITY PC consoles The DEFINITY PC Console is a Microsoft Windows-based call handling application for DEFINITY system attendants. It provides an ideal way to increase your productivity and to better serve your customers. PC Console offers all the call handling capabilities of the hardware-based DEFINITY 302 attendant console with a DXS module, plus several enhanced features and capabilities. The enhanced features provide you with the ability to see up to six calls at once, and to handle all calls more efficiently. PC Console also provides a powerful directory feature. You are able to perform searches, display user information, including a photo. You are able to place a call immediately from the directory. And, because PC Console resides on a Windows-based PC, you are able to use other software applications at the same time. If a call comes in while you are in another application, you are able to handle it immediately. For more information about the DEFINITY PC Console, contact your Lucent account team. Adding an attendant console Usually Lucent connects and administers your primary attendant console during cutover. However, you might find a need for a second attendant console, such as a backup console that is used only at night. To add a night-only attendant console, complete the following steps: 1. Type add attendant 2 and press RETURN. The Attendant Console screen appears.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Managing your attendant consoles
96 Adding an attendant console
5
2. In the Type field, enter 302B1.
This is the type of attendant console.
3. If you want this attendant to have its own extension, enter one in the
Extension field.
Tip:
If you assign an extension to the console, the COR and COS that you
assign on this Console screen override the COR and COS you
assigned on the Console Parameters screen. To avoid unexpected
behavior, you should assign the same COR and same COS on both
screens.
If you give your attendants an individual extension, users can call the
attendant directly by dialing the extension.
Individual attendant extensions also allow attendants to use features that an
attendant group cannot use — for example, you can assign them to hunt
groups.
4. In the Console Type field, enter
night-only.
This indicates how this console is used in your organization—as a
principal, day only, night only, or day/night console. You can have only one
night-time console (night only or day/night) in the system.
5. In the Port field, enter the port address for this console.
6. Type a name to associate with this console in the Name field.
7. In the Direct Trunk Group Select Button Assignments fields, enter trunk
access codes for the trunks you want the attendant to be able to select with
just one button.
ATTENDANT CONSOLE 2
Type: 302B1 Name: operator
Extension: Group: 1 Auto Answer: none
Console Type: night-only TN: 1 Data Module? n
Port: COR: 1 Disp Client Redir? n
COS: 1 Display Language: english
DIRECT TRUNK GROUP SELECT BUTTON ASSIGNMENTS (Trunk Access Codes)
Local Remote Local Remote Local Remote
1: 5: 9:
2: 6: 10:
3: 7: 11:
4: 8: 12:
HUNDREDS SELECT BUTTON ASSIGNMENTS
1: 5: 9: 13: 17:
2: 6: 10: 14: 18:
3: 7: 11: 15: 19:
4: 8: 12: 16: 20: