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 
45 Assisting Callers with Special Tools 
4
Procedures
To activate split-swap:
1. Press the 
SPLIT-SWAP button.
To deactivate split-swap, do one of the following:
1. Press the 
SPLIT button and all parties are joined in conference.
2. Press the 
RELEASE button and the active call and the split call are connected.
3. Press the 
HOLD button and the active call and the split call are connected 
and the connected call is put on hold.
4. Press the 
CANCEL button and the active call drops and the split away party 
joins with you as the active call.
Interrupting a Call
You can interrupt someone who is on a call.
Example
Telemarketer Sara Adams has a son, Rob, who just broke his leg. Rob’s high 
school coach calls Sara to let her know that they are taking Rob to the hospital. Pat 
assists Rob’s coach by interrupting Sara’s existing call. Now Rob’s coach can talk 
to Sara.
Feature Name
Attendant Intrusion
Procedures
To interrupt a call:
1. Dial the desired busy party.
2. Press the 
INTRUSION button.
3. Give message to called party.
4. Press the 
RELEASE button.
Exception:
If you interrupt a call with a caller on your line:
nDial the desired busy party.
nPress the INTRUSION button. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
46 Assisting Callers with Special Tools 
4
nPress the SPLIT button.
nPress the RELEASE button.
Overriding Diversion Features
Sometimes system users divert their incoming calls to another phone. For 
example, a user might forward calls to another extension for a lunch break. With 
this feature, you can bypass a diversion feature to access a desired party. 
Diversion features include Send All Calls, Call Coverage, Call Forward, and Busy 
Don’t Answer.
Example
The vice president of design and development, Renee Gebner, is working on a 
tight deadline. She needs uninterrupted time to complete her project, so she 
forwards all incoming calls to her voice mail. Pat receives an urgent call for Renee 
and overrides the call forwarding that Renee implemented to reach her at her 
extension.
Feature Name
Attendant Override of Diversion Features
Procedures
To override diversion features:
1. Press the 
OVERRIDE button.
2. Dial the desired number.
3. Proceed with your current operation.
Emergency Notification to Digital Telephones
Your system manager dedicates one or more digital telephones to serve as 
emergency numbers. When system users dial an emergency number (for example, 
911), these telephones get notified that an emergency call was made. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
47 Assisting Callers with Special Tools 
4
Example
Edward Murrow, Widgets, Inc. salesman, just fell down a flight of stairs breaking 
his leg. Tom Bronaw, who was nearby, calls the emergency extension. As soon as 
the call is made, all digital telephones with an assigned 
CRSS-ALERT button are 
notified with a continuous ring. The following information appears on Pat’s 
display:
Feature Name
Crisis Alert — Every User Responds
Procedures
If you work for a company that has more than one digital telephone and you 
receive an emergency call, the following occurs at all digital telephones and the 
attendant console:
1. The 
CRSS-ALERT button flashes and a continuous ring alerts the designated 
digital station. The display shows the current crisis alert, overwriting any 
current display.
2. Because each digital station must acknowledge each alert, each user pushes 
the 
CRSS-ALERT button, turning off the ringing and changing the lamp to a 
steady state.
3. The user records the crisis alert information.
4. The user pushes the 
NORMAL DISPLAY MODE button and the lamp turns off 
and the display clears.
Feature Name
Crisis Alert — Single User Responds
Procedures
If you work for a company that has more than one digital telephone and you 
receive an emergency call, the following occurs at all digital telephones and the 
attendant console:
1. The 
CRSS-ALERT button flashes and a continuous ring alerts the designated 
digital station. The display shows the current crisis alert, overwriting any 
current display.
2. Because each digital station receives the alert, one user pushes the 
CRSS-ALERT button, turning off the ringing and clearing the alert from all 
other stations.
e= TOM ROBERTS 3041 EMRGENCY 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
48 Assisting Callers with Special Tools 
4
3. The user records the crisis alert information.
4. The user pushes the 
NORMAL DISPLAY MODE button and the lamp turns off 
and the display clears.
Providing Emergency Notification to the 
Operator
Your system manager dedicates an attendant consoles to service emergency calls. 
When system users dial an emergency number (for example, 911), the console is 
notified that an emergency call was made.
Example
Jeff Springer, Widgets, Inc. salesman, has just suffered from a heart attack. Bill 
O’Connor, who works nearby, dials 911. As soon as the call is made, the 
following information appears on Pat’s display:
She also hears a siren-like tone.
Feature Name
Crisis Alert to Attendant Console
Procedures
If the attendant receives an emergency call, the following occurs:
1. The 
CRSS-ALERT button flashes and a continuous ring alerts the attendant 
console. The display shows the current crisis alert, overwriting any current 
display.
2. The attendant pushes the 
CRSS-ALERT button, turning off the ringing.
3. The attendant records the crisis alert information.
4. The attendant pushes the 
CRSS-ALERT button, changing the lamp to a steady 
state.
5. The attendant pushes the 
CRSS-ALERT button and the lamp turns off and the 
display clears.
Providing Emergency Access to the Operator
Your system manager can administer the switch to allow emergency access calls 
to the attendant console operator.
a= TOM ROBERTS 3041 EMRGENCY 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
49 Assisting Callers with Special Tools 
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Example
Linda Mahoney, Widgets, Inc. spokesperson, has just suffered from a heart attack. 
Tom Roberts, who works nearby, calls the company’s emergency access to 
attendant feature access code (FAC). As soon as the call is made, the following 
information appears on Pat’s display:
She also hears a siren-like tone.
Feature Name
Emergency Access to Attendant
Procedures
If you work for a company that has more than one console and you receive an 
emergency call, the following occurs at all consoles:
1. A user takes the handset off-hook or dials the feature access code.
nIf the user took the handset off-hook, the call automatically rings at 
the attendant console after a predetermined amount of time (usually 
10 seconds after dial tone stops). The call rings at the console with a 
louder-than-normal volume. If the guest dialed the feature access 
code, the call rings immediately at the attendant console.
nThe following displays:
2. Follow your local procedures for handling emergencies.
NOTE:
Even if the attendant console is in night service, the call still rings at the 
attendant console, but it can be answered at the backup telephone with 
Trunk Answer Any Station, or from a designated emergency redirection 
telephone.
Placing a Series of Calls
You can manage serial calls for parties who call you from outside lines, needing to 
speak to a series of system users without hanging up. With this feature, the caller 
returns to you when the first called party hangs up. You then can transfer the caller 
to the next party and continue the process until all calls are complete.
a=  Ext  00 in EMRG Q 
a=  Ext  00 in EMRG Q  
						

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Console Operations  555-230-700  Issue 4
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Examples
Widgets, Inc. researcher Susan Bealan is in a remote part of the world locating 
natural resources for manufacturing environmentally-safe bathtub cleanser. She 
needs to talk to several people at Widgets, Inc. and wants to ensure that she does 
not lose contact with the company’s phone system. Pat uses serial calling to 
connect Susan on multiple calls.
Feature Name
Attendant Serial Calling
Procedures
To manage a serial call:
1. Answer the call.
2. Press the 
SERIAL button.
3. Press the 
START button.
4. Dial the desired extension.
5. Press the 
RELEASE button.
When the call is complete, it returns to the console.
6. Repeat steps 1 through 5 until all calls are made.
7. Press the 
SERIAL button to terminate a serial call.
Managing Outside Lines
This section provides feature information for managing outside lines. It describes 
two types of networks and includes ways to control outside line access, ways to 
view outside line calling information, and ways to record outside-call information. 
Controlling Access to Outside Lines
You can control system users’ access to 6 (basic console) or 12 (enhanced 
console) outside lines. If a user attempts to use one of these outside lines, they 
automatically redirect to you. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
51 Managing Outside Lines 
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Example
In an effort to increase their profit margins, Widgets, Inc. institutes a controlled 
long-distance calling plan. Only three customer service representatives may use 
long distance service and they may only call Widget, Inc. distributors. Pat screens 
all outgoing customer service calls and when appropriate dials the long-distance 
numbers for the representatives.
Feature Name
Attendant Control of Trunk Group Access
Procedures
Your system manager programs this information into your console to occur 
automatically. When a controlled trunk group access call occurs, the display 
provides you with the following information:
nThe name of the calling line (a=)
nThe calling party’s name (Linda Wagner)
nThe type of outside line that the calling party tried to access (Local)
nThe type of call purpose in use (tc = you have control of outside lines for 
this call)
Displaying Outside Line Information
This feature provides call information about outside calls. This information 
appears on your display. When parties on the other end of the call do not have this 
feature, or faulty transmission causes information to be lost, information may not 
appear as you expect.
With this feature, the following information appears on your display:
nCalling party’s number
The full number, including the area code, of the calling party
nCalling party’s name
The name associated with the calling party’s phone
nCalled party’s number
The full number, including the area code, of the called party
nCalled party’s name
The name associated with the called party’s number
a= LINDA WAGNER  LOCAL  tc 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
52 Using Features for Internal Use 
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nSpecial call status information (designated by MISCID in this chapter)
Information about the changing status of a call 
NOTE:
Sometimes a billing number displays for a calling or called number. 
For example, the billing number for a pay phone might display rather 
than the pay phone number.
Choosing Outside Lines
You can select a specific group of outside lines for an outgoing call.
Example
Widgets, Inc. frequently communicates with its parent company, Widgets 
International, located in Chicago. The system manager, Kelly Ratliffe, assigns one 
of the buttons in the outside lines select area to Widgets International. To call 
someone in Widgets International, Pat presses the outside line button labeled 
Chicago and dials the 7-digit phone number, without having to dial 1 and the area 
code.
Feature Name
Attendant Direct Trunk Group Selection
Procedures
To select an outside line:
1. Press the desired outside line button.
2. Dial the desired number.
Using Features for Internal Use
This section covers features that you might use internally for a variety of reasons. 
These reasons may range from restricting calls, to providing system user 
telephone lists, to testing your equipment. It also includes information specific to 
accessing console operators and working with non-phone equipment.
Restricting Calls
You can activate or deactivate calling restrictions for individual phones or groups 
of phones. Ta b l e  7
 lists the restrictions you can control: 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
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These restrictions override user privileges established by your system manager. 
Toll restriction can be substituted for outbound or station-to-station restrictions by 
your system manager.
Example
Lynn Johnston, telemarketing manager, is starting a special marketing push for 
out-of-state business. He schedules 3 of his finest telemarketers to place 
long-distance calls for 4 days. Rather than change the system setup for phone 
calls, he asks Pat to deactivate outbound call restrictions for these three 
telemarketers.
Feature Name
Controlled Restrictions
Procedures
To manually activate a restriction:
1. Press the 
START button.
2. Dial the feature access code for controlled restrictions.
3. Dial one of the following restriction code numbers:
n1 = Outbound calls/toll calls
n2 = All calls
n3 = Termination
n4 = Phone-to-phone/toll calls
4. Dial the extension you wish to restrict.
Table 7. Calling Restrictions
Call Type Users Cannot Do the Following:
Outbound calls Place outside calls from these phones.
All Calls Place 
or receive any calls from these phones.
Station-to-Station Receive or place internal calls from these phones. 
Termination Receive calls on these phones. 
Toll Place toll calls, but they can place free local calls on these 
phones. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
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5. Select one of the following options:
nIf you hear a confirmation tone (3 short bursts of tone), press the 
RELEASE button.
nIf you hear an intercept tone (alternating high-low, siren-like tone or 
fast busy tone), the extension is already restricted, or you dialed an 
incorrect code. Press the 
CANCEL button to retry.
To deactivate a restriction:
1. Press the 
START button.
2. Dial the restriction deactivation code.
3. Dial one of the following restriction code numbers:
n1 = Outbound calls/toll calls
n2 = All calls
n3 = Termination
n4 = Phone-to-phone/toll calls
4. Dial the extension that is no longer to be restricted.
5. Select one of the following options:
nIf you hear a confirmation tone (3 short bursts of tone), press the 
RELEASE button.
nIf you hear an intercept tone (alternating high-low, siren-like tone or 
fast busy tone), the extension is already restricted, or you dialed an 
incorrect code. Press the 
CANCEL button to retry.
Activating Don’t Split
You can disable auto start by pressing the 
DONT SPLIT button. Don’t split allows the 
system to send dialed touch-tone digits. Some telecommunications equipment 
requires touch-tone digits to function properly. 
Example
Pat needs to call home to retrieve messages from her answering machine. To 
retrieve these messages, she must press the 
DONT SPLIT button, disabling auto start. 
Now, she can access messages from her answering machine.
Feature Name
Don’t Split