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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
Screen reference
547 Console Parameters
17
The extensions should be assigned to the optional Attendant Selector Console in
the 00 through 09 block (bottom row) in any hundreds group for easy
identification by the attendant. The lamp associated with the number will identify
call parked or no call parked, instead of busy or idle status.
Field descriptions for page 3
Screen 59. Console Parameters — Default Attendant Group
Queue Priorities
Attendant Priority Queue allows attendants to answer calls by call category (for
example, by trunk type). The Attendant Priority Queue handles incoming calls to
an attendant when the call cannot be immediately terminated to an attendant. The
calling party hears ringback until an attendant answers the call.
You may assign the same priority level to more than one call. Priority 1 is the
highest priority and is the default for Emergency Access. Assign a priority level
from
1 through 13 to each of the call types.
The attendant call categories are:
nEmergency Access — A call from a telephone user who dials the
emergency access code (default is highest-priority level)
nAssistance Call— A call from a telephone user who dials the
attendant-group access code, or from a telephone that has the Manual
Originating Line Service feature activated
nCO Call — An incoming trunk call (CO/FX/WATS trunk) to an attendant
group. This does not include trunk calls that return to the attendant group
after a timeout or deferred attendant recall.
change console-parameters Page 3 of 4
CONSOLE PARAMETERS
QUEUE PRIORITIES
Emergency Access:1_
Assistance Call:2_
CO Call:2_
DID to Attendant:2_
Tie Call:2_
Redirected DID Call:2_
Redirected Call:2_
Return Call:2_
Serial Call:2_
Individual Attendant Access:2_
Interpositional:2_
VIP Wakeup Reminder Call:2_
Miscellaneous Call:2_
Call-Type Ordering Within Priority Levels? n
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 548 Console Parameters 17 nDID to Attendant — An incoming DID trunk call to an attendant group. This does not include trunk calls that return to the attendant group after a timeout or deferred attendant recall. nTie Call — An incoming TIE trunk call (dial-repeating or direct types) to an attendant group. This does not include trunk calls that return to the attendant group after a timeout or deferred attendant recall. nRedirected DID Call — A DID or ACD call that times out due to ring/no-answer, busy condition (if applicable), or Number Unobtainable and reroutes to the attendant group. nRedirected Call — A call assigned to one attendant, but redirected to the attendant group because the attendant is now busy nReturn Call — A call returned to the attendant after it times out. If the attendant is now busy, the call redirects to the attendant group. nSerial Call — A call from the Attendant Serial Call feature when an outside trunk call (designated as a serial call by an attendant) is extended to and completed at a telephone, and then the telephone user goes on-hook. If the attendant who extended the call is busy, the call redirects to the attendant group. nIndividual Attendant Access — A call from a telephone user, incoming trunk call, or a system feature to the Individual Attendant Access (IAA) extension of a specific attendant. If the attendant is busy, the call queues until the attendant is available. nInterposition — A call from one attendant to the Individual Attendant Access (IAA) extension of another attendant nVIP Wakeup Reminder Call — A VIP Wakeup reminder call. nMiscellaneous Call — All other calls. Call-Type Ordering Within Priority Levels? If you use call-type ordering, calls to the attendant are first grouped by the queue priority level, then by call type, and, finally, in the order received. Valid entries Usage y Enter y if you want to present calls by call type. You can assign a type-disp button on the Attendant Console screen so that the attendant can review the call type for the active call. n Enter n if you wish the calls to be queued in chronological order by queue priority level.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Screen reference
549 Console Parameters
17
The call types, in descending order of priority, are:
nType 1 call: outgoing public-network calls receive answer supervision
when the Answer Supervision Timer of the trunk group expires, even if the
trunk is actually still ringing. Also, incoming calls when answered by the
attendant.
nType 2 call: incoming external public-network calls before they receive
answer supervision or before the Answer Supervision Timer of the trunk
group expires
nType 3 call: all other calls (internal calls, conference calls, and tie-trunk
calls of any type)
Note that external public-network calls have priority over all other calls including
conference calls. And, answered public-network calls have priority over those
calls not yet answered.
Field descriptions for page 4
Screen 60. Console Parameters — Default Attendant Group
ASSIGNED MEMBERS (Installed attendant
consoles)
Display-only field that shows all attendants in the group. You administer the
individual attendant consoles on the Attendant Console
screen.
Grp
Display-only field that lists the Attendant Group number.
TN
Display-only field that lists the Tenant Partition number.
change console-parameters Page 4 of 4
CONSOLE PARAMETERS
ASSIGNED MEMBERS ( Installed attendant consoles )
Type Grp TN Type Grp TN
1: 1 1 9: 1 1
2: 1 1 10: 1 1
3: 1 1 11: 1 1
4: 1 1 12: 1 1
5: 1 1 13: 1 1
6: 1 1 14: 1 1
7: 1 1 15: 1 1
8: 1 16: 1 1
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 550 Coverage Answer Group 17 Coverage Answer Group This screen establishes Call Coverage Answer Groups. An answer group contains up to eight members who act as a coverage point for another user. For example, if several secretaries are responsible for answering a department’s redirected calls, all the secretaries could be assigned to an answer group. The answer group is assigned a group number, and that group number appears in the department’s coverage path. All phones in an answer group ring (alert) simultaneously. Any member of the group can answer the call. Each coverage answer group is identified by a number from 1 through the maximum number allowed by your system configuration (refer to DEFINITY ECS System Description). The members of the group are identified by their extension number. Any phone, including those administered without hardware (X-ported (but not attendants) can be assigned to a coverage answer group. Note that members whose extensions are X-ported will not be alerted. Field descriptions for page 1 Screen 61. Coverage Answer Group Group Number A display-only field when the screen is accessed using an administration command such as add or change. change coverage answer-group 3 Page 1 of 1 COVERAGE ANSWER GROUP Group Number: 3___ 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 Screen reference 551 Coverage Path 17 Group Name Enter the group name you want to use to identify this group. Tip: Enter the extension numbers that are group members. This allows a list coverage answer group command to be used to list the phones that will be alerted. The list command can be used in conjunction with the list station, list coverage path, and list hunt group commands to determine stations involved in call coverage. This makes it possible to follow call coverage for any extension, allowing the administrator to easily track call coverage paths. Ext Enter the extension number (may not be a Vector Directory Number extension) for each member of this coverage answer group. Name This display-only field indicates the name assigned when the member’s phone is administered. Coverage Path This screen implements Call Coverage Paths. The screen provides the means to specify the call coverage criteria, the points in the coverage path used to redirect calls, and the number of times a principal’s phone rings before the call redirects to coverage. Valid entries Usage Up to 27 characters For example, typing pool, room 12, secy, and so on. Valid entries Usage An assigned extension for a station.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 552 Coverage Path 17 Field descriptions for page 1 Screen 62. Coverage Path screen Coverage Path Number A display-only field indicating the coverage path being administered. Hunt After Coverage Next Path Number Enter the next coverage path in a coverage path chain. Refer to ‘‘ Call Coverage’’ on page 1200 for more information. If the coverage criteria of the current coverage path is not satisfied, the system steps down this chain until it finds a Valid entries Usage y Coverage treatment continues by searching for an available station in a hunt chain that begins with the hunt-to-station assigned on the station screen of the last coverage point. n Coverage treatment is terminated; the call is left at the last available location (principal or coverage point). change coverage path 2 Page 1 of 1 COVERAGE PATH Coverage Path Number: 2 Hunt After Coverage: n Next Path Number: ___ Linkage: ___ ___ COVERAGE CRITERIA Station/Group Status Inside Call Outside Call Active? n n Busy? y y Don’t Answer? y y Number of Rings:2 All? n n DND/SAC/Goto Cover? y y COVERAGE POINTS Terminate to Coverage Pts. with Bridged Appearance? n Point1: ____ Point2: ____ Point3: ____ Point4: ____ Point5: ____ Point6: ____
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 553 Coverage Path 17 coverage path with redirection criteria that matches the call status. If the chain is exhausted before the system finds a match, the call does not redirect to coverage. No path number here indicates that this path is the only path for the principal. Linkage Display-only fields that show the (up to) two additional coverage paths in the coverage path chain. (See above.) COVERAGE CRITERIA COVERAGE CRITERIA are the conditions that, when met, cause the call to redirect to coverage. Assign one of the following: Number of Rings Enter the number of rings. Valid entries Usage 1 to 999 Valid entries Usage Active Calls redirect if at least one call appearance is busy. BusyCalls redirect if all call appearances that accept incoming calls are busy. Don’t AnswerCalls redirect when the specified number of rings has been exceeded. AllCalls redirect immediately to coverage and overrides any other criteria with a y in this column. DND/SAC/Goto CoverMust be assigned before a user can activate Do Not Disturb (Hospitality Services), Send All Calls (SAC), or Go to Cover features. Allows a calling user, when calling to another internal extension, to redirect a call immediately to coverage by pressing a GO TO COVER button. Allows a principal temporarily to direct all incoming calls to coverage, regardless of the other assigned coverage criteria by pressing the SEND ALL CALLS (or DO NOT DISTURB) button. Send All Calls also allows covering users to temporarily remove their phones from the coverage path. Valid entries Usage 1 through 99This is the number of rings a user’s phone rings before the system redirects the call to the first point in the coverage path.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 554 Coverage Path 17 COVERAGE POINTS Terminate to Coverage Pts. with Bridged Appearances Point1, Point2, Point3, Point4, Point5, Point6 The alternate destinations that comprise a coverage path. Coverage points must be assigned sequentially beginning with Point 1 (do not leave gaps). Each path can have up to six coverage points. Valid entries Usage y Allows a call to alert as both a bridged call and a redirected call. nThe call skips the coverage point if it has already alerted as a bridged call. Valid entries Usage extension Redirects the call to an internal extension or announcement attdRedirects the call to the attendant or attendant group. If the system has Centralized Attendant Service (CAS), the call goes to the CAS attendant. h1 to h255Redirects the call to the corresponding hunt-group. For example, enter “ h32” if you want a coverage point routed to hunt group 32. (Refer to ‘‘ Hunt Group’’ on page 696 for more information.) c1 to c750Redirects the call to the corresponding coverage answer group. For example, enter “ c20” if you want a coverage point routed to call coverage answer group 20. (Refer to ‘‘ Coverage Answer Group’’ on page 550 for more information.) r1 to r999Redirects the call to the corresponding remote coverage point number. For example, enter “ r27” if you want a coverage point routed to remote coverage point 27. (Refer to ‘‘ Remote Call Coverage Table’’ on page 863 for more information.) v + extension Redirects the call to the corresponding VDN extension. For example, enter “ v12345” if you want the last administered coverage point to be the VDN associated with extension 12345. Note that a Vector Directory Number may be used only as the last administered point in a coverage path.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Screen reference
555 Crisis Alert System Parameters
17
If calls redirect to an AUDIX in a DCS network, administer a unique Hunt Group
screen. Assign the AUDIX extension in the Group Extension field. If the AUDIX
is connected to the local node, set the Message Center field to
audix; if the
AUDIX is connected to another node, set the Message Center field to
rem-audix.
If calls redirect to Message Center (a special Uniform Call Distribution hunt
group), AUDIX, or to the attendant, do not list any subsequent coverage points.
These calls will normally queue and never redirect to another coverage point.
Calls to any hunt group will queue if possible. Calls redirect from a hunt group
only if all hunt group members are busy and either the queue is full or there is no
queue.
If the Coverage of Calls Redirected Off-Net feature is not enabled, a remote
coverage point will function as the last point in the coverage path, because the
system will no longer have control of the call once it has redirected off-net.
However, if the Coverage of Calls Redirected Off-Net feature is enabled, a call
redirected off-net can be monitored by the system and brought back for further
call coverage processing.
Crisis Alert System Parameters
This screen allows you to define the system parameters associated with sending
crisis alert messages.
Field descriptions
Screen 63. Crisis Alert System Parameters screen
change system-parameters crisis-alert
CRISIS ALERT SYSTEM PARAMETERS
ALERT STATION
Every User Responds? n
ALERT PAGER
Alert Pager? y
Originating Extension: 7768
Crisis Alert Code: 911
Retries: 5
Retry Interval (sec): 30
Main Number: 303-555-0800
Pager Number Pin Number
1: 3035559001 1: 7614567890
2: 123456789012345 2: ppp1234567890pp
3: 123456789012345 3: ppp1234567890pp
DTMF Duration - Tone (msec): 100 Pause (msec): 100
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 556 Crisis Alert System Parameters 17 Field description Every User Responds Controls who needs to respond to a crisis alert. Alert Pager Originating Extension Used as the extension originating the call to send a crisis alert message to a pager. Displays when the Alert Pager field is y. This field requires an entry before submitting the screen. Crisis Alert Code Displays when the Alert Pager field is y. This field requires an entry before submitting the screen. Valid entries Usage y If set to y, all users who have a crisis alert button are notified and must clear the alert for every emergency alert. Assign crisis alert buttons only to attendant consoles and stations that must be notified of an emergency call. n If set to n, all users are notified, but only one user needs to acknowledge an alert. This user may be the attendant or any other digital telephone with a crisis alert button. When the alert is acknowledged by one user, the alert is cleared at all stations except the one that acknowledged the alert. Valid entries Usage y/n Enter y to use Crisis Alert to a Digital Pager. Valid entries Usage 1 - 5 digits Requires a valid unassigned extension according to the dial plan. Valid entries Usage 1 - 3 digits The numbers in this field are the first 3 digits in the crisis alert pager message. Lucent recommends you enter the numbers used to call the local emergency service or any digits used for an emergency situation (for example, 911).