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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
137 Setting up night service
7
2. In the Console Type field, type principal.
There can be only one night-only or one day/night console in the system
unless you administer Tenant Partitioning. Night Service is activated from
the principal console or from the one station set per-system that has a
nite-serv button.
3. Press
ENTER to save your changes.
Setting up night station service
You can use night station service if you want to direct incoming trunks calls,
DID-LDN (direct inward dialing-listed directory number) calls, or internal calls to
the attendant (dialed ‘O’ calls) to a night service destination.
Let’s say your attendant, who answers extension (LDN) 8100, usually goes home
at 6:00 p.m. When customers call extension 8100 after hours, you would like them
to hear an announcement that asks them to try their call again in the morning.
To set up night station service, you need to record the announcement (in our
example, it is recorded at announcement extension 1234). See ‘‘
Managing
announcements’’ on page 365 for information on setting up the announcement.
ATTENDANT CONSOLE 2
Type: console Name: 27 character attd cons name
Extension: 1000 Group: 1 Auto Answer: none
Console Type: principal TN: 1 Data Module? n
Port: 01C1106 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: 9 5: 9:
2: 82 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:
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Handling incoming calls
138 Setting up night service
7
Tip:
All trunk groups that are routed through the attendant direct to this night
service destination provided they already do not have a night service
destination and, on the Console Parameters screen, the DID-LDN Only to
DID-LDN Night Ext field is
n. Refer to ‘‘Setting up trunk answer from any
station’’ on page 139.
Instructions
To set up night station service:
1. Type
change listed-directory-numbers and press RETURN.
The Listed Directory Numbers
screen appears.
2. Enter
1234 in the Night Destination field.
The destination can be an extension, a recorded announcement extension, a
vector directory number, or a hunt group extension.
3. Press
ENTER to save your changes.
4. Type
change console-parameters and press RETURN.
The Console Parameters
screen appears.
LISTED DIRECTORY NUMBERS
Ext Name TN
1: 8100 attendant 8100
2:
3:
4:
5:
6:
7:
8:
9:
10:
Night Destination: 1234
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Handling incoming calls
139 Setting up night service
7
5. In the DID-LDN Only to LDN Night Extension field, type n.
6. Press
ENTER to save your changes.
After you set up night station service, have the attendant use the night
console button to activate and deactivate night service.
Setting up trunk answer from any station
There may be situations where you want everyone to be able to answer calls when
the attendant is away. Use trunk answer any station (TAAS) to configure the
system so that it notifies everyone when calls are ringing. Then, you can give users
the trunk answer any station feature access code so they can answer these calls.
When the system is in night service mode, attendant calls redirect to an alerting
device such as a bell or a buzzer. This lets other people in the office know when
they should answer the phone.
NOTE:
If no one answers the call, the call will not redirect to night service.
Let’s define a feature access code (we’ll use 71) and configure the alerting device
for trunk answer any station.
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 140 Setting up night service 7 Before you start You need a ringing device and 1 port on an analog line circuit pack. Refer to DEFINITY ECS System Description for more information on the circuit pack. Instructions To set the feature access code for TAAS: 1. Type change feature-access-codes and press RETURN. The Feature Access Code screen appears. 2. In the Trunk Answer Any Station Access Code field, type 71. 3. Press ENTER to save your changes. Once you set the feature access code, determine where the external alerting device is connected to the switch (we’ll use port 01A0702). To set up external alerting: 1. Type change console-parameters and press RETURN. The Console Parameters screen appears. Page 3 of X FEATURE ACCESS CODE (FAC) Station Security Code Change Access Code: ____ Terminal Dial-up Test Access Code: ____ Terminal Translation Initialization Merge Code: ____ Separation Code: ____ Transfer to AUDIX Access Code: ____ Trunk Answer Any Station Access Code: 71__ User Control Restrict Activation: ____ Deactivation: ____ Voice Coverage Message Retrieval Access Code: ____ Voice Principal Message Retrieval Access Code: ____
DEFINITY ECS Release 8.2
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April 2000
Handling incoming calls
141 Setting up night service
7
2. In the EXT Alert Port (TAAS) field, type 01A0702.
Use the port address assigned to the external alerting device.
3. Press
ENTER to save your changes.
Setting up external alerting night service
Calls redirected to the attendant via Call Forwarding or Call Coverage will not go
to the Listed Directory Number (LDN) Night Station. If there is no night station
specified, and the TAAS bell is being used, these calls ring the TAAS bell. A call
following the coverage path rings the TAAS bell for the number of times indicated
in the Coverage Don’t Answer Interval for Subsequent Redirection (Rings) field.
If not answered, the call proceeds to the next point in the station’s coverage path.
If the call was sent to the Attendant by Call Forwarding, it continues to ring the
TAAS bell.
When night service is enabled, and there is a night service destination on the LDN
screen, calls covering to the attendant attempt to ring the night destination instead
of the attendant position even if the handset is plugged in.
CONSOLE PARAMETERS
Attendant Group Name: Operator
COS: 0 COR: 0
Calls in Queue Warning: 5 Attendant Lockout? y
Ext Alert Port (TAAS): 01A0702
CAS: none
SAC Notification? n Night Service Act. Ext.:
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
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April 2000
Handling incoming calls
142 Setting up night service
7
Instructions
To send LDN calls to the attendant during the day and to a guard’s desk at night:
1. Type
change listed-directory-numbers and press RETURN.
The Listed Directory Numbers
screen appears.
2. In the Night Destination field, verify this field is blank.
3. Press
ENTER to save your changes.
4. Type
change console-parameters and press RETURN.
The Console Parameters
screen appears.
Page 1 of 2
LISTED DIRECTORY NUMBERS
Ext Name TN
1: 2000 Attendant 1
2: 1
3: 1
4: 1
5: 1
6: 1
7: 1
8: 1
9: 1
10: 1
Night Destination: 3000
CONSOLE PARAMETERS
Attendant Group Name: Operator
COS: 0 COR: 0
Calls in Queue Warning: 5 Attendant Lockout? y
Ext Alert Port (TAAS): 01A0702
CAS: none
SAC Notification? n Night Service Act. Ext.:
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
143 Setting up night service
7
5. In the EXT Alert Port (TAAS) field, type 01A0702.
This is the port address assigned to the external alerting device.
6. Press
ENTER to save your changes.
The system is in Night Service.
Any calls to extension 2000 now go to extension 3000 (the guard’s desk).
Any “0” seeking calls go to extension 3000 (the guard’s desk).
To send LDN calls to the attendant during the day and to the TAAS bell at night:
1. Type
change console-parameters and press RETURN.
The Console Parameters
screen appears.
2. In the DID-LDN Only to Night Ext. field, type
y.
This allows only listed directory number calls (LDN) to go to the listed
directory night service number extension.
3. In the Ext Alert Port (TAAS) field, type
01A070.
This is the port address assigned to the external alerting device.
4. Press
ENTER to save your changes.
The system is in night service.
Any DNIS extension 2000 calls now go to the TAAS bell.
Any “0” seeking calls now go to the TAAS bell.
CONSOLE PARAMETERS
Attendant Group Name: Operator
COS: 0 COR: 0
Calls in Queue Warning: 5 Attendant Lockout? y
Ext Alert Port (TAAS): 01A0702
CAS: none
SAC Notification? n Night Service Act. Ext.:
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? y
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
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April 2000
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144 Setting up night service
7
Setting up trunk group night service
You can use trunk group night service if you want to direct individual trunk
groups to night service. The system redirects calls from the trunk group to the
group’s night service destination.
Trunk group night service overrides night station service. For example, let’s say
you activate trunk group night service, and then your attendant activates night
station service. In this case, calls to the trunk group use the trunk night service
destination, rather than the station night service destination.
Instructions
Let’s direct night calls for trunk group 2 to extension 1245.
To set up trunk group night service:
1. Type
change trunk-group 2 and press RETURN.
The Trunk Group
screen appears.
2. Type
1245 in the Night Service field.
The destination can be a station extension, a recorded announcement
extension, a vector directory number, a hunt group extension, a terminating
extension group, or attd if you want to direct the call to the attendant.
3. Press
ENTER to save your changes.
TRUNK GROUP
Group Number: 2 Group Type: co CDR Reports: y
Group Name: outside calls COR: 1_ TN: 1__ TAC: ____
Direction: two-way_ Outgoing Display? n
Dial Access? n Busy Threshold: 99 Night Service: 1245
Queue Length: 0 Country: 1_ Incoming Destination: _____
Comm Type: voice Auth Code? n Digit Absorption List: _
Prefix-1? y Trunk Flash? n Toll Restricted? y
BCC: _
TRUNK PARAMETERS
Trunk Type: loop-start
Outgoing Dial Type: tone Cut-Through? n
Trunk Termination: rc Disconnect Timing(msec): 500_
Auto Guard? n Call Still Held? n Sig Bit Inversion: none
Analog Loss Group: ___ Digital Loss Group: ___
Trunk Gain: high
Bit Rate: 1200 Synchronization: _____ Duplex: ____
Disconnect Supervision - In? y Out? n
Answer Supervision Timeout: 10 Receive Answer Supervision? n
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Handling incoming calls
145 Setting up night service
7
Setting up night service for hunt groups
You can administer hunt group night service if you want to direct hunt group calls
to a night service destination.
Let’s say your helpline on hunt group 3 does not answer calls after 6:00 p.m.
When customers call after hours, you would like them to hear an announcement
that asks them to try their call again in the morning.
Instructions
To set up night service for your helpline, you need to record the announcement (in
our example, the announcement is on extension 1234) and then modify the hunt
group to send calls to this extension.
To administer the hunt group for night service:
1. Type
change hunt-group 3 and press RETURN.
The Hunt Group
screen appears for hunt group 3.
2. In the Night Service Destination field, type
1234.
The destination can be an extension, a recorded announcement extension, a
vector directory number, a hunt group extension, or
attd if you want to
direct calls to the attendant.
Calls to hunt group 3 will follow the coverage path assigned to extension
1234.
3. Press
ENTER to save your changes.
4. Now you need to program a night service button.
Refer to ‘‘
Adding feature buttons’’ on page 57 for more information.
HUNT GROUP
Group Number: 3 ACD? n
Group Name: Accounting Queue? y
Group Extension: 2011 Vector? n
Group Type: ucd-mia Coverage Path: 1
TN: 1 Night Service Destination: 1234
COR: 1 MM Early Answer? n
Security Code: ____
ISDN Caller Disp: ________
Queue Length: 4
Calls Warning Threshold: ___ Port: x
Extension: ____
Time Warning Threshold: ___ Port: xExtension: ____
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Handling incoming calls 146 Adding call pickup 7 Related topics ‘‘ Managing hunt groups’’ on page 152. How do night service types interact? Let’s look at an example of how several types of night service might be used in one company. Assume that you already administered the following night service settings: nNight station night service redirects to extension 3000 and DID-LDN only to LDN Night Ext is set to n nEXT Alert Port (TAAS) field is not defined nTrunk group 4 redirects to extension 2000 Let’s look at how calls for this company are directed after hours: Adding call pickup To give your users the ability to pickup other users’ calls, you may want to use Call Pickup. To do this, you need to define a call pickup group. Users may want to be able to pick up a call that is ringing at a nearby desk. Call Pickup provides 3 ways to pick up calls ringing at another phone: nWith Call Pickup, you create a call pickup group. All group members can answer a call ringing at another phone in the group from their own phone. If more than one phone is ringing, the one that has been ringing the longest is picked up. nWith Directed Call Pickup, users specify which ringing phone they want to answer from their own phone. A call pickup group is not required. nWith Group Call Pickup, users within an “extended” group can answer calls outside of their immediate group by entering a feature access code (FAC) followed by the 1- or 2-digit pickup (index) number. call type directs to An LDN call on a DID trunk extension 3000 A call on trunk group 4 extension 2000 An internal call to ‘0’ extension 3000 A call that redirects to the attendant through a coverage paththe attendant queue