Lucent Technologies Definity Enterprise Communications Server Release 7 Console Operation Manual

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
35 Answering Calls for Another Party 
4
Backing Up the Console Operator
Your system manager can program your overflow calls to ring to one or more 
designated phone.
Example
The marketing department just launched an infomercial about Widget, Inc.’s 
self-cleaning bathtubs. Consequently, the phones are “ringing off the hook”. Chris 
answers Pat’s overflow calls at his own phone.
Feature Name
Attendant Backup
Procedures
Your system manager programs this information into your console to occur 
automatically.
Routing Calls Through the Console Operator
Your system manager can designate up to 50 listed directory numbers to come 
directly to you.
Example
Widgets, Inc. president Randy Foxworthy wants Pat to screen all calls for him. 
Kelly Ratliffe, system manager, programs all of Randy’s calls to come directly to 
Pat. When a salesman calls, Pat takes a message. When Randy’s wife calls, Pat 
sends the call through to Randy.
Feature Name
Multiple Listed Directory Numbers
Procedures
Your system manager programs this information into your console to occur 
automatically.
Covering Calls from the Console
Your system manager designates unanswered calls to specified phones to ring 
through to you. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
36 Answering Calls for Another Party 
4
Example
Widgets, Inc. takes great pride in providing human contact for all persons calling 
customer service representatives. The system manager, Kelly Ratliffe, has 
programmed all customer service representative phones to go to coverage. When 
Suzanne Jones, customer service representative, is busy on a call, an incoming 
call routes to Pat.
Feature Name
Call Coverage
Procedures
Ta b l e  6
 describes the information that displays on your display when call 
coverage calls come to your console.
Forwarding All Calls
You can forward all calls or remove forwarding for all calls for any extension in 
the system except the console.
Exception: 
Ask your system manager if you work in a Distributed Communications System 
(DCS) environment. If you do, the forwarded-to telephone number must not:
nBe longer than 10 digits. The 10 digits can include a 3-digit access code 
followed by a typical 7-digit telephone number. 
nInclude authorization codes. Authorization codes cannot be in the 
forwarded-to telephone number.
Table 6. Call Coverage Display Information
Display Meaning
B 
or bThe called party is already on a call. Your console displays the 
caller’s number and the unanswered phone’s number.
dNobody answered this phone or the calling party sent the call to 
coverage. Your console displays the caller’s number and the 
unanswered phone’s number.
s All calls that come to this number are sent temporarily to coverage. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
37 Answering Calls for Another Party 
4
Example
Bob Sisterkey, quality assurance specialist at Widgets, Inc., had to leave the office 
in a hurry for a personal emergency. He is expecting an important phone call, so 
he calls Pat and asks her to forward his calls to another member of his team. Pat 
uses the call forwarding all calls procedures to forward his calls to his team 
member.
Feature Name
Call Forwarding All Calls
Procedures
To forward all calls for an extension:
1. Press the 
START button.
2. Dial the forwarding all calls access code.
3. Dial the extension of the phone to be forwarded. 
4. Dial the forwarded-to number.
5. Select one of the following options:
nIf you hear a confirmation tone (3 short bursts of tone) indicating 
that the procedure is successful, press the 
RELEASE button.
nIf you hear an intercept tone (alternating high-low, siren-like tone or 
fast busy tone) indicating that the procedure is unsuccessful, press 
the 
CANCEL button to try again.
To deactivate call forwarding all calls for a particular extension:
1. Press the 
START button.
2. Dial the forwarding all calls access code.
3. Dial the extension you want to deactivate. 
4. Press the 
RELEASE button.
Parking Calls
You can put an incoming call on hold at one extension, then retrieve it from any 
other phone in the system. Your console has up to 10 dedicated extensions for 
parking calls. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
38 Paging for Called Parties 
4
Example
Rick Foylund, company arbitrator, is away from his desk when a call comes in for 
him. Pat pages Rick to tell him that he can call extension 5432 to answer his call. 
Rick dials his company’s call park feature access code then 5432 to answer his 
call.
Feature Name
Call Park
Procedures
To park a call:
1. Press the 
START button.
2. Select one of the following options:
nDial the Call Park access code.
or
nPress the button your system administrator assigned to call park.
3. Use the dial keypad or the selector console to dial the extension where you 
want to park the call.
4. Select one of the following options:
nIf you hear a confirmation tone (3 short bursts of tone), the call is 
parked. Press the 
RELEASE button.
nIf you hear a busy tone, a call is already parked at the dialed 
extension. Press the 
CANCEL button to try again.
Paging for Called Parties
This section covers 3 methods for paging system users and includes Call Park 
information necessary for 2 of these methods.
Parking Calls
You can put an incoming call on hold at one extension then retrieve it from any 
other phone in the system. Your console has up to 10 extensions dedicated for 
parking calls. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
39 Paging for Called Parties 
4
Example
Rick Foylund, company arbitrator, is away from his desk when a call comes in for 
him. Pat places the call on hold at one of her 10 call park extensions. Pat pages 
Rick to tell him the number to dial to answer his call. 
Feature Name
Call Park
Procedures
To park a call:
1. Press the 
START button.
2. Select one of the following options:
nDial the Call Park access code.
or
nPress the button your system administrator assigned to call park.
3. Use the dial keypad or the selector console to dial the extension where you 
want to park the call.
4. Select one of the following options:
nIf you hear a confirmation tone (3 short bursts of tone), the call is 
parked. Press the 
RELEASE button.
nIf you hear a busy tone, a call is already parked at the dialed 
extension. Press the 
CANCEL button to try again.
Chime Paging
When called parties are not at their phones, you can page them with coded chime 
signals. The chimes coincide with the paged party’s extension. For example, 
paging someone from extension 113 generates chimes that:
1. Chime once followed by a pause
2. Chime once again followed by a pause
3. Chime three successive times followed by a pause
The chime sequence repeats up to 3 times. If the paged party does not answer, the 
call returns to you for further assistance.
You can page called parties in up to 9 locations or use a single, designated access 
code or button to page the called party in all 9 locations at once. Your system 
manager designates codes for each paging zone by assigning: 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
40 Paging for Called Parties 
4
nThe outside line buttons to function as paging buttons
or
nA sequence of numbers on your dial keypad that serves as the paging 
access code
Example
Rick Foylund, company arbitrator, is away from his desk when a call comes in for 
him. Pat pages Rick with code calling access. Rick hears his extension, 113, 
chimed and calls Pat to answer the page.
Feature Name
Code Calling Access
Procedures
To page using chimes:
1. Tell the caller that you are going to page the called party.
2. Press the 
START button.
3. Dial the code calling access code. 
4.Dial the paged party’s extension.
5. Select one of the following options:
nIf you hear a confirmation tone (3 short bursts of tone), the call 
parks on paged party’s extension, and the system pages the called 
party.
— To drop out of the call before the paged and calling parties are 
connected, press the 
RELEASE button.
— To establish a 3-way call, wait for the called party to answer; 
then press Split.
— To hold the call on the console, press the 
HOLD button.
or
nIf you hear a busy tone, press the CANCEL button.
— Report that the line is busy to the caller.
— Take a message.
— Press the 
RELEASE button. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
41 Paging for Called Parties 
4
Paging with Voice Paging
When called parties are away from their phones, you can page them with 
loudspeaker paging by parking their call then voice paging them to the extension 
where you parked their call. If called parties do not answer their pages, their calls 
automatically return to you for further assistance.
You can page called parties in up to 9 locations or use a single, designated access 
code or button to page the called party in all 9 locations. Your system manager 
designates codes for each paging zone by assigning:
nOutside line buttons to function as paging buttons
or
nA sequence of numbers on your dial keypad that serves as the paging 
access code
Example
Rick Foylund, company arbitrator, is away from his desk when a call comes in for 
him. Pat parks the call for Rick and pages him to let him know which extension he 
needs to call to answer the page.
Feature Name
Loudspeaker Paging Access
Procedures
To page individuals:
1. Tell the caller that you are going to page the called party.
2. Press one of the following:
nPAGE buttons
nPAGE ALL button, if provided
nKeypad buttons to dial an access code
3. Page the called party, to tell them which extension to call to answer their 
call.
Unanswered pages return to you for further assistance. If the allotted time for 
paging announcements expires during the page, the call disconnects and you hear 
an intercept tone (alternating high-low, siren-like tone or fast busy tone). 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
42 Paging for Called Parties 
4
Paging with Deluxe Voice Paging
This feature combines call park and loudspeaker paging. You can page a caller to 
call an extension or call you. You also can add a paged party to an existing 
conference call.
You can page called parties in up to 9 locations or use a single, designated access 
code or button to page the called party in all 9 locations. Your system manager 
designates codes for each paging zone by assigning:
nOutside line buttons to function as paging buttons
or
nA sequence of numbers on your dial keypad
Example
Robert Planter, vice president of public relations, is on a conference call with 
musician, Larry Browning, and stand-up comedian, Cindy Wittner, to plan for an 
upcoming community fund-raising event. Robert wants Larry and Cindy to 
present their ideas to executive vice president Cathi Henrique. Pat pages Cathi. 
When Cathi answers her page, Pat adds her to the existing conference call.
Feature Name
Loudspeaker Paging Access — Deluxe
Procedures
To page individuals:
1. Tell the caller that you are going to page the called party.
2. Press one of the following:
nPAGE 
nPAGE ALL, if provided
nKeypad buttons to dial an access code
3. Page the called party and tell them which extension to call to answer their 
call.
If you plan to connect the paged party to an existing conference call:
1. Tell them to call your extension.
2. Press the line where the conference call resides. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
43 Assisting Callers with Special Tools 
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3. Press the SPLIT button.
4. Press the 
HOLD button.
Unanswered pages return to you for further assistance. If the allotted time for 
paging announcements expires during the page, the call disconnects and you hear 
an intercept tone (alternating high-low, siren-like tone or fast busy tone).
Assisting Callers with Special Tools
This section covers features that allow you to provide special assistance to callers. 
It includes ways to hold callers on the line, interrupt an existing call, override 
existing features designed to block incoming calls, assist callers who need to 
reach a series of system users, or manage emergency calls.
Using Call Waiting
When you transfer a call to a busy line, the call returns to the console until the 
busy line becomes available. When the busy line becomes available, the call 
automatically rings through. If the line does not become available, the call rings 
back to you for further attention.
Example
A customer, John Steele, places a call to customer service representative Leah 
Hoffguard. Leah is serving another client, but hears a beep in her ear indicating 
that she just received an incoming call. Pat notifies the caller that Leah’s line is 
busy. Leah brings her current call to closure and John’s call automatically rings 
through to her extension.
Feature Name
Attendant Call Waiting
Procedures
To notify callers that the party they called is busy:
1. Press the 
SPLIT button. The called party hears a call-waiting ringback tone.
2. Inform the caller that the called extension is busy, and that their call is 
waiting to be answered.
3. Press the 
RELEASE button.  
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
44 Assisting Callers with Special Tools 
4
4. One of the following options occurs:
nThe call automatically rings through when the busy line becomes 
available.
nIf the line does not become available within the time preset by your 
system manager, the call rings back to you. To try to transfer again, 
repeat steps 1 through 3.
Split-Swap
You can alternate between active and split calls by pressing the 
SPLIT-SWAP 
button. This operation happens only if you have a split call and an active call, and 
both calls are in the talking state. If you press the 
SPLIT-SWAP button during 
non-talking states (for example, dialing, ringing states, and so forth), then the 
split-swap operation is denied. For outgoing trunk calls, the state of the trunk is 
considered to be in talking state once the trunk is cut-through or the trunk answer 
supervision timer times out.
The 
SPLIT button lamp remains lit during the split-swap operation and the SPLIT 
button lamp flutters if the split-swap operation is denied. The Split-Swap lamp 
stays off during the split-swap operation.
During the split-swap operation, if you:
npress the SPLIT button, then all parties are joined in conference and further 
presses of the 
SPLIT button or the SPLIT-SWAP button are denied.
npress the RELEASE button, then the active call and the split call are 
connected.
npress the HOLD button, then the active call and the split call are connected, 
and the connected call is put on hold.
npress the CANCEL button, then the active will drops and the split away party 
joins with you as the active call.
Example
George calls you and you press the 
START button and dial Harry, who answers. At 
this point, George is split away, and Harry and you are in conversation. If you 
wish to consult with George, but do not want Harry on the same call with George, 
then you can press the 
SPLIT-SWAP button which will split Harry away and George 
is in conversation with you. If you press the 
SPLIT-SWAP button again, then Harry 
will be active with you and George is split away.
Feature Name
Split-Swap