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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 Handling incoming calls 127 Setting up call forwarding 7 2. In the Group Name field, enter a name to identify the coverage group. 3. In the Ext field, type the extension of each group member. 4. Press ENTER to save your new group list. The system automatically completes the Name field when you press ENTER. Related topics Refer to ‘‘ Assigning a coverage path to users’’ on page 120 for instructions on assigning a coverage path. Setting up call forwarding This section explains how to administer various types of automatic call forwarding. To provide call forwarding to your users, assign each extension a Class of Service (COS) that allows call forwarding. Then assign call-forwarding buttons to the user phones (or give them the Feature Access Code (FAC) for call forwarding) so that they can easily forward calls. You use the station screen to assign the COS and any call-forwarding buttons. Within each class of service, you can determine whether the users in that COS have the following call forwarding features: nCall Forwarding All Calls — allows users to redirect all incoming calls to an extension, attendant, or external phone number. nCall Forwarding Busy/Don’t Answer — allows users to redirect calls only if their extensions are busy or they do not answer. nRestrict Call Fwd-Off Net — prevents users from forwarding calls to numbers that are outside your system network. COVERAGE ANSWER GROUP Group Number: ____ Group Name: COVERAGE_GROUP_ GROUP MEMBER ASSIGNMENTS Ext Name Ext Name 1: ____ ___________________________ 5: ____ ___________________________ 2: ____ ___________________________ 6: ____ ___________________________ 3: ____ ___________________________ 7: ____ ___________________________ 4: ____ ___________________________ 8: ____ ___________________________
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Handling incoming calls 128 Setting up call forwarding 7 As the administrator, you can administer system-wide call-forwarding parameters to control when calls are forwarded. Use the System Parameters Call Coverage/Call Forwarding screen to set the number of times an extension rings before the system redirects the call because the user did not answer (CFWD No Answer Interval). For example, if you want calls to ring 4 times at an extension and, if the call is not answered, redirect to the forwarding number, set this parameter to 4. You also can use the System Parameters Call Coverage/Call Forwarding screen to determine whether the forwarded-to phone can override call forwarding to allow calls to the forwarded-from phone (Call Forward Override). For example, if an executive forwards incoming calls to an attendant and the attendant needs to call the executive, the call can be made only if the Call Forwarding Override is set to yes. Instructions To determine which extensions have call forwarding activated: 1. Type list call-forwarding and press RETURN. This command lists all the extensions that are forwarded along with each forwarding number. NOTE: If you have a V1, V2, or V3 system, you can see if a specific extension is forwarded only by typing status station nnnn, where nnnn is the specific extension. Related topics ‘‘ Call Forwarding’’ on page 1278 Setting up call forwarding for users This section shows you how to give your users access to call forwarding. Instructions Let’s change a call forwarding access code from a local phone with a Class of Service of 1: 1. Type change feature-access-codes and press RETURN. The Feature Access Code screen appears.
DEFINITY ECS Release 8.2
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April 2000
Handling incoming calls
129 Setting up call forwarding
7
2. In the Call Forwarding Activation Busy/DA field, type *70.
The
*70 feature access code activates the call forwarding option so
incoming calls forward when your phone is busy or does not answer.
3. In the Call Forwarding Activation All field, type
*71.
The
*71 feature access code forwards all calls.
4. In the Call Forwarding Deactivation field, type
#72.
The
#72 feature access code deactivates the call forwarding option.
5. Press
ENTER to save your changes.
6. Type
change cos and press RETURN.
The Class of Service
screen appears.
FEATURE ACCESS CODE (FAC)
Abbreviated Dialing List1 Access Code: ____
Abbreviated Dialing List2 Access Code: ____
Abbreviated Dialing List3 Access Code: ____
Abbreviated Dial - Prgm Group List Access Code: ____
Announcement Access Code: ____
Answer Back Access Code: ____
Auto Alternate Routing (AAR) Access Code: ____
Auto Route Selection (ARS) Access Code 1: ____ Access Code 2: ____
Automatic Callback Activation: ____ Deactivation: ____
Call Forwarding Activation Busy/DA: *70 All: *71 Deactivation: #72
Call Park Access Code: ____
Call Pickup Access Code: ____
CAS Remote Hold/Answer Hold-Unhold Access Code: ____
CDR Account Code Access Code: ____
Change Coverage Access Code: ____
Data Origination Access Code: ____
Data Privacy Access Code: ____
Directed Call Pickup Access Code: ____
Emergency Access to Attendant Access Code: ____
Extended Call Fwd Activate Busy D/A: ____ All: ____ Deactivation: ____
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7. On the Call Fwd-All Calls line, in the 1 column, type y.
This allows the user with this Class of Service to forward their calls. The
“1” column is for phones with a Class of Service of 1.
8. On the Restrict Call Fwd-Off Net line, in the 1 column, type
y.
This restricts your users from forwarding calls off-site. If you want your
users to be able to call off-site, leave this field as
n.
9. On the Call Forward Busy/DA line, in the 1 column, type
y
This forwards your calls when your phone is busy or doesn’t answer after a
programmed number of rings.
10. Press
ENTER to save your changes.
Allowing users to specify a forwarding
destination
Now that you have set up system-wide call forwarding, have your users use this
procedure if they want to change their call forwarding destination from their work
(local) station.
1. They dial either their Call Forwarding Activation Busy/DA or Call
Forwarding Activation All feature access code. If your users have buttons
assigned, they press those buttons, listen for dial tone, and dial the digits.
NOTE:
Both Call Forwarding Activation Busy/DA or the Call Forwarding
Activation All cannot be active for the same phone at the same time.
In this example, enter
*71 for Call Forwarding Activation All.
CLASS OF SERVICE
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Auto Callback n y y n y n y n y n y n y n y n
Call Fwd-All Calls n y n y y n n y y n n y y n n y
Data Privacy n y n n n y y y y n n n n y y y
Priority Calling n y n n n n n n n y y y y y y y
Console Permissions n n n n n n n n n n n n n n n n
Off-hook Alert n n n n n n n n n n n n n n n n
Client Room n n n n n n n n n n n n n n n n
Restrict Call Fwd-Off Net n y y y y y y y y y y y y y y y
Call Forward Busy/DA n y n n n n n n n n n n n n n n
Personal Station Access n n n n n n n n n n n n n n n n
Extended Forwarding All n n n n n n n n n n n n n n n n
Extended Forwarding B/DA n n n n n n n n n n n n n n n n
Trk-to-Trk Restriction Override n n n n n n n n n n n n n n n n
QSIG Call Offer Originations n n n n n n n n n n nnnnnn
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Handling incoming calls 131 Setting up call forwarding 7 2.They dial their “forwarding-to” off-site or on-site number. In this example, enter 2081. This is a local number; for offsite forwarding, include the AAR/ARS feature access code. 3. When they hear the 3-beep confirmation tone, they hang up. Changing the forwarding destination remotely Now that you have set up all of the required system administration for call forwarding, have your users use this procedure if they want to change their call forwarding destination from a telecommuting (off-site) phone. 1. They dial their telecommuting extension. Refer to ‘‘ Telecommuting Access’’ on page 951 for more information. In this example, enter 555-9126. 2. When they get dial tone, they dial either their Extended Call Forward Activate Busy/DA or the Extended Call Forward Activate All feature access code. In this example, enter *61 for the Extended Call Forward Activate All number. 3. When they get dial tone, they dial their extension number and press the ‘ #’ key. In this example, enter 1014, then #. 4. Even though there is no dial tone, they dial their security code and press the ‘ #’ key. In this example, enter 4196, then #. 5. When they get dial tone, they dial their “forwarding-to” off-site or on-site number. In this example, enter 9-555-2081. 6. When they hear the 3-beep confirmation tone, they hang up. Allowing users to change coverage remotely This section shows you how to allow users to change their call coverage path from a local or telecommuting (off-site) phone.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Handling incoming calls 132 Setting up night service 7 Instructions To change call coverage from off-site: 1. Type change feature-access-codes and press RETURN. The Feature Access Code screen appears. 2. In the Change Coverage Access Code field, type *85. Use the *85 feature access code to change a coverage path from a phone or remote station. 3. Press ENTER to save your changes. 4. Type change cor and press RETURN. The Class of Restriction screen appears. 5. In the Can Change Coverage field, type y. This permits users to select one of two previously administered coverage paths. 6. Press ENTER to save your changes. 7. Type change station 1014 and press RETURN. The Station screen for extension 1014 appears. 8. In the Security Code field, type 4196. In this example, this is your security code. Refer to ‘‘ Security-Related System Parameters’’ on page 875 for more information on setting the length of your security code. 9. In the Coverage Path 1 and Coverage Path 2 fields, verify that both are defined enabling your user to move from one coverage path to another. The t1 and t2 are the numbers of the Time of Day Coverage Tables. 10. Press ENTER to save your changes. Setting up night service You can use night service to direct calls to an alternate location when the primary answering group is not available. For example, you can administer night service so that anyone in your marketing department can answer incoming calls when the attendant is at lunch or has left for the day. Once you administer night service to route calls, your end-users merely press a button on the console or a feature button on their phones to toggle between normal coverage and night service.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Handling incoming calls 133 Setting up night service 7 There are five types of night service: nNight Console Night Service — directs all attendant calls to a night or day/night console nNight Station Night Service — directs all incoming trunk or attendant calls to a night service destination nTrunk Answer from Any Station (TAAS) — directs incoming attendant calls and signals a bell or buzzer to alert other employees that they can answer the calls nTrunk Group Night Service — directs incoming calls to individual trunk groups to a night service destination nHunt Group Night Service — directs hunt group calls to a night service destination Setting up night station service to voice mail The night station service (also known as Listed Directory Number (LDN) Night Service) sends calls directed to an LDN to voice mail when the system is in night service. Instructions What is described below is a common setup; however, you can use a regular extension in this field, but it will not follow coverage. NOTE: You can use a dummy hunt group (one with no members) or an exported station with a coverage path. The instructions below use a hunt group. To set up a night station service to voice mail: 1. Type add hunt-group next and press RETURN. The Hunt Group screen appears.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Handling incoming calls 134 Setting up night service 7 The Group Number field fills automatically with the next hunt group number. 2. In the Group Name field, type the name of the group. In our example, type ldn nights. There should be no members in this hunt group. 3. Press ENTER to save your changes. NOTE: If you are using tenant partitioning, the command for the next step will be change tenant x. If you are using tenant partitioning, the Night Destination field does not appear on the Listed Directory Numbers screen. Instead, it is on the Tenant screen. 4. Type change listed-directory-numbers and press RETURN. The Listed Directory Numbers screen appears. Page 1 of X HUNT GROUP Group Name: ldn nights Group Number: 5 Group Extension: 51002 Group Type: MM Early Answer? _ Skill? _ ACD? Queue? _ Vector? _ AAS? _ Security Code: ____ COR: ISDN Caller Disp: ________ TN: _ Measured: ________ Supervisor: Extension: ____ Controlling Adjunct: ____ Multiple Call Handling: __________ Objective: ____ Queue Length: ___ Calls Warning Threshold: ___ Calls Warning Port: __ Time Warning Threshold: ___ Time Warning Port: __ Redirect on No Answer (rings): _ Redirect to VDN: _ Forced Entry of Stroke Counts or Call Work Codes? _
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5. In the Night Destination field, add the night destination on the listed
directory phone.
In our example, type
51002.
6. Press
ENTER to save your changes.
7. Type
change console-parameters and press RETURN.
The Console Parameters
screen appears.
8. In the DID-LDN Only to LDN Night Extension field, type
n.
9. Press
ENTER to save your changes.
Page 1 of 2
LISTED DIRECTORY NUMBERS
Ext Name TN
1: 51001 Attendant 1
2: 1
3: 1
4: 1
5: 1
6: 1
7: 1
8: 1
9: 1
10: 1
Night Destination: 51002
CONSOLE PARAMETERS
Attendant Group Name: 27 character name OPERATOR
COS: 1 COR: 1
Calls in Queue Warning: 5 Attendant Lockout? y
Ext Alert Port (TAAS):
CAS: none
SAC Notification? n Night Service Act. Ext.: 1234
IAS (Branch)? n IAS Tie Trunk Group No.:
IAS Att. Access Code: Alternate FRL Station:
Backup Alerting? n DID-LDN Only to LDN Night Ext? n
TIMING
Time Reminder on Hold (sec): 10 Return Call Timeout (sec): 10
Time in Queue Warning (sec):
INCOMING CALL REMINDERS
No Answer Timeout (sec): 20 Alerting (sec): 40
Secondary Alert on Held Reminder Calls? y
ABBREVIATED DIALING
List1: group 1 List2: List3:
COMMON SHARED EXTENSIONS
Starting Extension: Count:
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Handling incoming calls 136 Setting up night service 7 10. From a phone with console permissions, dial the call forwarding feature access code, then the hunt group’s extension, followed by the main number of AUDIX. In our example, dial 51002. NOTE: You should receive the confirmation tone (3 beeps). This step is very important as calls to the LDN night service extension do not follow coverage. 11. In voice mail, build your auto attendant with the extension of the Listed Directory Number, not the hunt group. The originally dialed number was the LDN. That is what the switch passes to the voice mail. In the case of the Intuity and newer DEFINITY AUDIX Voice Mail systems, you can use the Auto Attendant routing table to send the calls to a common Auto Attendant mailbox. Setting up night console service This section shows you how to set up night console service. Night Console Service directs all calls for primary and daytime attendant consoles to a night console. When a user activates Night Console Service, the Night Service button for each attendant lights and all attendant-seeking calls (and calls waiting) in the queue are directed to the night console. NOTE: Activating night console service also puts trunk groups into night service, except those for which a night service button has been administered. Refer to ‘‘ Setting up trunk answer from any station’’ on page 139 for more information. To activate and deactivate Night Console Service, the attendant typically presses the NIGHT button on the principal attendant console or designated console. Only the principal console can activate night service. In the absence of any console, a phone can activate night service. Instructions Let’s put the attendant console (attendant 2) in a night service mode. To set up Night Console Service: 1. Type change attendant 2 and press RETURN. The Attendant Console screen appears.