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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 Features and technical reference 1367 Hospitality features 20 nLeave Word Calling (LWC) Message lamps activated by this feature cannot deactivate with Manual Message Waiting feature buttons. If Room Change is active, LWC messages for the old room do not move to the new room. If Room Swap is active, LWC messages for the two rooms do not swap. Therefore, do not encourage use of LWC in guest rooms. nRestriction — Controlled Controlled Restriction for a group of user extensions, when activated from the switch, is not conveyed to the PMS. The PMS is not able to add or remove such restrictions by sending feature messages. Suite Check-in Suite Check-in allows you to have the switch automatically check in more than one phone with one check-in command (whether from your PMS or from the switch). When a room phone is checked in, the switch looks for a hunt-to extension associated with that station. If it finds one, the switch also checks in the station found in the hunt-to field. The switch also: nremoves controlled outward restriction nadds the guest’s name to the station record for that extension nstores the call coverage path nremoves any Leave Word Calling (LWC) messages nmarks the room as “occupied” If the hunt-to (second or subsequent) station has an extension in its hunt-to field, that station also is checked in. The switch continues checking in stations until it meets a station in the chain with a blank hunt-to field. Interactions nAutomatic Selection of DID Numbers for Guest Rooms If Automatic Selection of DID numbers is active, then a DID number is assigned only to the initial extension (the one that appears in the check-in message), not to all of the hunt-to extensions.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1368 Hunt Groups 20 nDial By Name Since the secondary phones that are checked-in insert a * before the name, they do not appear when Dial By Name is used. However, the name (with the * in front of it) appears when the phone dials the attendant or another display set. nDo Not Disturb When Do Not Disturb is activated for a phone, it is active for just that phone and not other phones in the hunt-to chain. nHousekeeping Status Change When a room status feature access code is dialed, the room status is updated only for the extension from which the code was dialed (not the hunt-to phones as well). Housekeeping should be instructed to dial the room status changes from the primary phone. Hunt Groups A hunt group is a group of extensions that can handle multiple calls simultaneously to a single phone number. For each call to the phone number, the system hunts for an available extension in the group and connects the call to that extension. A hunt group is especially useful when you expect a high number of calls to a particular phone number. A hunt group might consist of people trained to handle calls on specific topics. For example, the group might be: nA benefits department within your company nA service department for products you sell nA travel reservations service nA pool of attendants In addition, a hunt group might consist of a group of shared telecommunications facilities. For example, the group might be: nA modem pool nA group of data-line circuit ports nA group of data modules NOTE: You may also assign Automatic Call Distribution (ACD) to a hunt group. In this case, the hunt group is known as an ACD split. Refer to DEFINITY ECS Guide to ACD Call Centers for more details about ACD splits.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1369 Hunt Groups 20 Detailed description The following sections describe how a hunt group works. Hunting methods The system uses one of two types of hunting method to distribute calls: NOTE: Expert Agent Selection uses uniform call distribution and expert agent distribution. Refer to DEFINITY ECS Guide to ACD Call Centers. Hunt group queues You can set up a queue for a hunt group. When all extensions in the group are busy, calls wait in queue for the next available extension. You determine how many calls can wait in queue by setting the queue length.Direct department callingThe system hunts for an available extension in the hunt group, always starting with the first extension in the group. If the first extension is busy, the system checks the second extension. If the second extension is busy, the system checks the third, and so on. When an extension is available, the system rings that extension to connect the call. Uniform call distributionThe system hunts for the extension that has been available for the longest time. The system then rings that extension to connect the call. This type of hunting provides the most equitable distribution of calls. Also, this type of hunting is required for a modem pool, data-line circuit ports, and data modules. Circular Enter circ when the call should be routed in a “round-robin” order. The order in which the participating extensions are administered is the order in which calls are directed. The switch keeps track of the last extension in the hunt group to which a call was connected. The next call terminating on the hunt group is offered to the next station in the circular list independent of how long that station has been idle. The switch does not start searching at the same place each time.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1370 Hunt Groups 20 If all hunt-group members are unavailable or the queue is full, the system treats the call as follows: nIf the call is internal or is carried on a Direct Inward Dialing (DID), DS1, or tie trunk, the caller hears busy tone. nIf the call is on a central office trunk, the caller hears ringing, but gets no answer. nIf the hunt group has call coverage, the system sends the call to a coverage point. Refer to ‘‘ How hunt group extensions become unavailable’’ on page 1372. Queue warning level You can set up a queue warning level and an associated queue warning indicator lamp. When the queue reaches this level, the lamp lights and remains lit until the queue drops below this level. You can have one lamp for each hunt-group queue. Install the lamp so the members of the hunt group can see it. Call coverage You can set up call coverage for a hunt group. Then, if a hunt-group queue is full, the system sends new calls to the coverage point. If a call goes into a hunt group queue, it stays in queue for the Coverage Dont Answer interval, then redirects to the coverage point. A call coverage point can be another hunt group. Announcements You can record and assign one delay announcement to each hunt-group queue. An announcement can be shared among hunt groups. Normally, the announcement should tell the caller to wait and say the call will be answered in the order in which it was received. A call that connects to a delay announcement remains in queue while the announcement plays. If the call has not been answered by the time the announcement completes, the caller hears music (if provided) or silence. When the call begins ringing a member of the hunt group, the caller hears ringing. Delay announcement interval You also define for each hunt group a delay announcement interval. When a call enters the queue, the interval starts. This interval (0 to 99 seconds) indicates how long a call remains in queue before the call connects to a recorded announcement.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1371 Hunt Groups 20 If Call Coverage is provided, the Dont Answer interval (one to 99 ringing cycles) may also begin when the call enters the queue. After these intervals begin, one of the following occurs: nIf the Dont Answer interval expires before the delay announcement interval expires, the call redirects to coverage. nIf no coverage point is available to handle the call, the call remains in queue and may connect to the delay announcement. nIf the delay announcement interval expires before the Dont Answer interval, the call connects to a delay announcement. If the announcement is already in use, the delay announcement interval is reset. This process continues until the call is answered, goes to coverage, connects to an announcement, or ends because the caller hangs up. If you set the delay announcement interval to 0 seconds, a call automatically connects to the announcement. The result is a “forced first announcement.” In this case, the call does not connect to a hunt-group member until after the announcement. The caller does not hear music. If a call redirects to another hunt group via Call Coverage, the caller does not hear either hunt group’s forced first announcement. However, the caller may hear the first or second announcement of the covering hunt group. Analog, aux-trunk, or integrated announcements Delay announcements may be analog, aux-trunk, or integrated (digital). For an analog or aux-trunk announcement, callers who enter the queue hear the associated announcement the next time the system plays it. Callers who enter the queue after the announcement begins do not hear it until it starts again. For an integrated announcement, multiple callers can be connected to the same announcement at different times, depending on the availability of ports. Refer to ‘‘ Recording announcements’’ on page 368 for more information. Example Assume that a hunt group has the following parameters. nQueue length is 10 calls. nQueue warning level is 5 calls. nRecorded announcement delay is 20 seconds. All hunt-group members are busy. A call enters the queue as the fifth call, which causes the queue warning level lamp to light. Hunt-group members see the lamp and try to quickly complete their present calls. Meanwhile, the call waits in the queue for 20 seconds and hears the recorded announcement. When a hunt-group
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1372 Hunt Groups 20 member becomes available, the first call in queue connects to that group member. The queue warning-level lamp turns off because the number of calls in queue fell to four. How hunt group extensions become unavailable An extension in a hunt group becomes unavailable to receive calls if the hunt group member is already handling a call. This rule is true even if the call is not a hunt-group call and even if the extension’s phone is a multiappearance phone. An extension also becomes unavailable if the member presses one of the following buttons: nHunt Group Busy nSend All Calls nCall Forwarding All Calls NOTE: If a member is also an ACD agent, pressing the AUX work button also makes the member unavailable. On the other hand, if an agent presses the ACW (after call work) button, the system considers the agent to be available and still will queue calls. nHunt Group member dials the Hunt Group Busy Activate feature access code Hunt Group Busy If you turn on the Hunt Group Busy option, a hunt group member can dial the Hunt Group Busy code followed by the hunt group number. The extension is unavailable for calls until the group member dials the Hunt Group Busy deactivation code or presses the button again. If the last available member of a hunt group tries to activate the Hunt Group Busy option, the following occurs: nNew calls to the hunt group receive busy tone or go to coverage. nCalls already in the queue continue to route to the last available extension. nWhen the queue is empty, Hunt Group Busy activates. At the last available extension, the status lamp associated with the AUXILIARY WORK button, if provided, flashes until the queue is empty. When no more calls remain in the queue, Hunt Group Busy activates and the status lamp, if provided, lights steadily.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1373 Hunt Groups 20 NOTE: If an extension is an ACD split agent as well as a hunt-group member, the split agent normally has an AUX-WOR K button that also activates/deactivates Hunt Group Busy. If an agent is the last available member and they push AUX-WOR K, the button’s light flashes until the queue is empty. This means the agent is still available. When the queue finally empties, the button lights steadily and Hunt Group Busy takes effect. Send All Calls If a station activates Send All Calls with the Send All Calls button, then calls to the hunt group extension go in queue if there is a queue, otherwise callers get a busy treatment if all the agents have their Send All Calls pushed. NOTE: If an extension is an ACD split agent as well as a hunt-group member, the split agent normally has an AU X- WO R K button that also activates/deactivates Hunt Group Busy. If an agent presses the SEND ALL CALLS button, the agent becomes unavailable for hunt-group calls. The agent then can become available for calls again by pressing the SEND ALL CALLS button again. Call Forwarding All Calls With Call Forwarding All Calls active, an extension within a hunt group is unavailable for hunt-group calls. Callers hear the hunt group’s forced first announcement, if administered, before the system forwards the call. Considerations nMembers assigned to multiple hunt groups An extension can be a member of more than one hunt-group. However, a phone, even a multiappearance phone, can receive only one hunt group call at a time. On a multiappearance phone, all appearances must be idle to receive a hunt-group call. You can assign a COVERAGE INCOMING CALL INDICATOR (ICI) button to a multiappearance phone or attendant console. When a member receives a call for the hunt group associated with the ICI button, the buttons status lamp lights. nACD agents as hunt group members Do not include ACD split agents in non-ACD hunt groups if they also receive ACD split calls. The system distributes all ACD calls to split agents before it distributes hunt-group calls.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1374 Hunt Groups 20 When you change an ACD split to a non-ACD hunt group, each split agent must enter the Hunt Group Busy deactivation code in order to receive calls in that hunt group. If the agent has an AU X -WO R K button, the button lamp lights when you make the change. The agent can then press the button to become available for hunt-group calls. nHunt group for communications devices Members of a hunt group used for shared data communications must be of the same type. Thus, you can put data modules or analog modems in a hunt group, but not both. Option settings must be the same for all group members. A caller can still use the DATA EXTENSION button to access the associated data module, even if the module is in a hunt group. Individual data modules or modems can originate and receive calls. nAccess restrictions You can restrict, via the Class of Restrictions, any extension in a hunt group from receiving calls other than those to its assigned hunt group. You can also restrict extensions on your switch from calling the hunt group’s extension. nSystem limits The size of your system determines how many hunt groups you can set up and how many extensions you can assign to each group. nTrunk signaling A hunt group always has its own extension. Therefore, a caller with a phone on the switch can call the hunt group by dialing only that extension. If a trunk group has the ability to pass digits from the CO to the switch (for example, a DS1 trunk group), a caller can also call the hunt group by dialing a 7-digit phone number that consists of a specified prefix and the hunt group’s extension. If a trunk group cannot pass digits from the CO to the switch, incoming calls on that trunk group can connect to a hunt group only if the trunk group has the hunt-group extension as its primary destination. This includes trunk groups for incoming LDN calls, international exchange calls, 800 service calls, and automatic tie-trunk calls. nAnswer supervision The switch sends answer supervision to the central office when a call connects to an extension in the hunt group or an announcement. Charging for the call, if applicable, then begins.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1375 Hunt Groups 20 Interactions nAttendant Call Waiting Attendant Call Waiting does not work for calls that the attendant sends to a hunt group. It does work for calls to individual hunt-group members. nAttendant Return Call Attendant Return Call does not work for calls that the attendant sends to a hunt group. nAutomatic Callback Automatic Callback does not work on calls to a hunt group. nAutomatic Call Distribution ACD does not work with circular station hunting. nCall Detail Recording For each call, the system can record the associated hunt-group extension or member extension that answered. nInternal Automatic Answer Internal calls to a hunt-group member are eligible for IAA. nLeave Word Calling nA hunt group can receive and store LWC messages. The following people can retrieve LWC messages: — One member of the hunt group — A covering user of the group — A system-wide message retriever The message retriever must have a phone display and proper authorization. If the message retriever is a member of the hunt group, you can assign to that member a remote Automatic Message Waiting lamp to indicate when the hunt group has an LWC message. Night Service — Hunt Group When Night Service is active for a hunt group and the night service destination is another hunt group, the caller hears the forced announcement of the first hunt group, if administered. The system then redirects the call to the night-service hunt group. nPriority Calling The system treats a priority call to a hunt group the same as a nonpriority call, except that the extension receives a distinctive 3-burst ring.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1376 Incoming Call Line Identification 20 nQueuing Queuing does not work with circular station hunting. nTerminating Extension Group A Terminating Extension Group cannot be a member of a hunt group. nVe c t o r i n g Call vectoring does not work with circular station hunting. Related topics Refer to ‘‘ Announcements/Audio Sources’’ on page 480 to assign analog, DS1, auxiliary trunk, or integrated announcements, audio/music sources, or any desired combination of announcements and audio sources. Refer to ‘‘ Data modules’’ on page 558 for information about and field descriptions on the Announcement circuit pack. Refer to ‘‘ Coverage Path’’ on page 551 for information on automatic redirection of calls to answering positions. Refer to ‘‘ Trunk Group’’ on page 967 for information about where incoming calls terminate or assigning an extension number to night service. Refer to ‘‘ Setting up hunt groups’’ on page 152 for information on how to set up hunt groups. Incoming Call Line Identification Your switch collects the calling party name and number (Incoming Call Line Identification, or ICLID) received from the central office (CO) on analog trunks. Detailed description Your switch stores and displays up to 15 characters of ICLID information received on analog trunks. If the information is longer than 15 characters, it truncates to 15 characters. If the caller ID information is not received, the trunk group name and trunk access code appear on the display. Calling party information appears on all DEFINITY ECS digital phones with 40-character or 32-character displays. In the US, the CO sends both calling party name and number, if they are available. In Japan, the CO sends only the calling party number.