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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
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 should be located in the same area so that
they can hear when the other extensions in the group ring.
Note that each extension may belong to only one pickup group. Also, the
maximum number of pickup groups may be limited by your system configuration.
To create a pickup group:
1. Type
add pickup-group next and press RETURN.
The Pickup Group
screen appears. The system selects the next Group
Number for the new pickup group.
2. Enter the extension of each group member.
Up to 50 extensions can belong to one group.
3. Press
ENTER to save your new group list.
The system automatically completes the name field when you press
ENTER
to save your changes.
Once you define a pickup group, you can assign call-pickup buttons for each
phone in the group or you can give each member the call-pickup feature-access
code. Use the Station screen to assign call-pickup buttons.
To allow users to answer calls that are not in their pickup group, you may be able
to use Directed Call Pickup.
PICKUP GROUP
Group Number: _____
GROUP MEMBER ASSIGNMENTS
Ext Name Ext Name
1: _____ 14: _____
2: _____ 15: _____
3: _____ 16: _____
4: _____ 17: _____
5: _____ 18: _____
6: _____ 19: _____
7: _____ 20: _____
8: _____ 21: _____
9: _____ 22: _____
10: _____ 23: _____
11: _____ 24: _____
12: _____ 25: _____
13: _____
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 press RETURN. The Feature-Related System Parameters screen appears. 2. Move to the Directed Call Pickup? field and enter Y. 3. Press ENTER to save the changes. Now let’s modify extension 4444 to allow directed call pickup. For this example, assume that the Can Use Directed Call Pickup field for COR 5 is set to Y. 1. Type change station 4444 and press RETURN. The Station screen appears. 2. In the COR field, enter 5. 3. Press ENTER to save your changes. Setting up “simple” extended group pickup Let’s add a pickup group to an existing extended group where all members of the extended group pick up each other’s calls. We will add pickup group 6 to the existing extended group 56. To create a simple extended pickup group: 1. Type change system-parameters features and press RETURN. The Feature-Related System Parameters screen appears. 2. In the Extended Group Call Pickup field, type simple. Permits feature access codes to be administered. 3. Press ENTER to save your changes. 4. Type change feature-access-codes and press RETURN. The Feature Access Code screen appears. 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.
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.
The Extended Pickup Group
screen appears.
change pickup-group 1 Page 1 of 2
PICKUP GROUP
Group Number: 1 Extended Group Number: ____
GROUP MEMBER ASSIGNMENTS
Ext Name Ext Name
1: 51001 station 51001 14: 51002 station 51002
2: 15:
3: 16:
4: 17:
5: 18:
6: 19:
7: 20:
8: 21:
9: 22:
10: 23:
11: 24:
12: 25:
13:
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 up a call from pickup group 345. To minimize the number of digits entered by users, the Pickup Numbers should be the lowest available Pickup Numbers. 11. Press ENTER to save your changes. Setting up “flexible” extended group pickup To create a flexible extended pickup group: 1. Type change system-parameters features and press RETURN. The Feature-Related System Parameters screen appears. 2. In the Extended Group Call Pickup field, type flexible. 3. Press ENTER to save your changes. 4. Type change feature-access-codes and press RETURN. The Feature Access Code screen appears. change extended-pickup-group 1 Page 1 of 2 EXTENDED PICKUP GROUP Extended Group Number: 56 Pickup Pickup Group Pickup Pickup Group Number Number Number Number 0: 345 13: _____ 1: 25 14: _____ 2: 2 15: _____ 3: _____ 16: _____ 4: _____ 17: _____ 5: _____ 18: _____ 6: _____ 19: _____ 7: _____ 20: _____ 8: _____ 21: _____ 9: _____ 22: _____ 10: _____ 23: _____ 11: _____ 24: _____ 12: _____ 25: _____ 13:
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 calls to this group. For each administered pickup group, indicate an extended group by entering the extended pickup group number. This extended pickup group number identifies the other pickup groups that can have calls picked up by the pickup group. 9. Add extended members as for other pickup features. 10. Type change extended-pickup-group n and press RETURN, where n is the number of the extended pickup group to change. The Extended Pickup Group screen appears. 11. In the Pickup Group Number column, type the pickup group numbers of the pickup group that can answer each others calls. This screen groups together the pickup groups that can have their calls picked up by the pickup groups with identical extended pickup group numbers. The pickup groups numbers are listed using the lowest available change extended-pickup-group 1 Page 1 of 2 EXTENDED PICKUP GROUP Extended Group Number: 56 Pickup Pickup Group Pickup Pickup Group Number Number Number Number 0: 345 13: _____ 1: 25 14: _____ 2: 2 15: _____ 3: _____ 16: _____ 4: _____ 17: _____ 5: _____ 18: _____ 6: _____ 19: _____ 7: _____ 20: _____ 8: _____ 21: _____ 9: _____ 22: _____ 10: _____ 23: _____ 11: _____ 24: _____ 12: _____ 25: _____ 13:
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 Feature-Related System Parameters screen, if the Extended Group Call Pickup field is flexible, you can administer a pickup group in multiple extended pickup groups. 12. Press ENTER to save your changes. Managing hunt groups This section shows you how to set up hunt groups. It explains how calls to a hunt group are handled and shows you different call distribution methods. What are hunt groups? A hunt group is a group of extensions that receive calls according to the call distribution method you choose. When a call is made to a certain phone number, the system connects the call to an extension in the group. Use hunt groups when you want more than one person to be able to answer calls to the same number. For example, set up a hunt group for: na benefits department within your company na travel reservations service Setting up hunt groups Let’s set up a hunt group for an internal helpline. Before making changes to the switch, we’ll decide: nthe phone number for the hunt group nthe number of people answering calls nthe way calls are answered Our dial plan allows 4-digit internal numbers that begin with 1. The number 1200 is not in use. So, we’ll set up a helpline hunt group so anyone within the company can call extension 1200 for help with a phone.
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 of the group. In our example, type internal helpline. 3. In the Group Extension field, type the phone number. We’ll type 1200. 4. In the Group Type field, type the code for the call distribution method you choose. We’ll type ucd-loa so a call goes to the agent with the lowest percentage of work time since login. NOTE: The COS for all hunt groups defaults to 1. Therefore, any changes to COS 1 on the Class of Service screen changes the COS for all your hunt groups. A COS field does not appear on the Hunt Group screen. 5. Press NEXT PAGE to find the Group Member Assignments page. Page 1 of X HUNT GROUP Group Name: internal helpline Group Number: 5 Group Extension: 1200 Group Type: ucd-loa 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? _
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 display-only and do not appear until the next time you
access this hunt group.
Related topics
Refer to ‘‘
Hunt Group’’ on page 696 for more information on an ACD and
non-ACD hunt group.
Changing a hunt group
To make changes to a hunt group:
1. Type
change hunt-group n and press RETURN, where n is the number of
the hunt group.
2. Change the necessary fields.
3. Press
ENTER to save your changes.
HUNT GROUP
Group Number: 5 Group Extension: 1200 Group Type: ucd-loa
Member Range Allowed: 1 Administered Members (min/max): 1 /9
Total Administered Members: 3
GROUP MEMBER ASSIGNMENTS
Ext Name Ext Name
1: 1011 14:
2: 1012 15:
3: 1013 16:
4: 17:
5: 18:
6: 19:
7: 20:
8: 21:
9: 22:
10: 23:
11: 24:
12: 25:
13: 26:
27:
At End of Member List
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. This warning flashes queue-status buttons on phones that have a status button for this hunt group. When the buttons flash, everyone answering these calls can see that the help-line calls need more attention. Instructions To set up our helpline queue: 1. Type change hunt-group n and press RETURN, where n is the number of the hunt group to change. In our example, type change hunt-group 5. The Hunt Group screen appears. 2. In the Queue field, type y. 3. In the Queue Length field, type the maximum number of calls that you want to wait in the queue. In our example, type 10. Page 1 of X HUNT GROUP Group Name: internal helpline Group Number: 5 Group Extension: 1200 Group Type: ucd-loa MM Early Answer? _ Skill? _ ACD? Queue? y Vector? _ AAS? _ Security Code: ____ COR: ISDN Caller Disp: ________ TN: _ Measured: ________ Supervisor: Extension: ____ Controlling Adjunct: ____ Multiple Call Handling: __________ Objective: ____ Queue Length: 10 Calls Warning Threshold: 5 Calls Warning Port: __ Time Warning Threshold: 30 Time Warning Port: __ Redirect on No Answer (rings): _ Redirect to VDN: _ Forced Entry of Stroke Counts or Call Work Codes? _
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. Press ENTER to save your changes. Adding hunt group announcements You can add recorded announcements to a hunt group queue. Use announcements to encourage callers to stay on the line or to provide callers with information. You can define how long a call remains in the queue before the caller hears an announcement. Refer to ‘‘ Recording announcements’’ on page 368 for information on how to record an announcement. Let’s add an announcement to our internal helpline. We want the caller to hear an announcement after 20 seconds in the queue, or after approximately 4 or 5 rings. Our announcement is already recorded and assigned to extension 1234. Tip: You can use display announcements to find the extensions of your recorded announcements. Instructions To add an announcement to our helpline queue: 1. Type change hunt-group n and press RETURN, where n is the number of the hunt group to change. In our example, type change hunt-group 5. The Hunt Group screen appears. 2. Press NEXT PAGE to find the First Announcement Extension field.