Lucent Technologies DEFINITY Enterprise Communications Server Release 7 Console Operations Manual

							Centralized Attendant Service 
65 Identifying Differences in a CAS Environment 
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DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
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Centralized Attendant Service
Centralized Attendant Service (CAS) allows multi-switch systems at more than 
one location to consolidate console operators at one location. This location is 
“CAS main.” The other locations, typically without console operators, are CAS 
branches. 
Identifying Differences 
in a CAS Environment
Managing calls in the CAS environment is primarily the same as in standard 
environments. However, some differences occur, because CAS environments use 
a dedicated outside line to manage branch calls. This section identifies the 
differences between standard operations and CAS operations and describes how 
to use features in a CAS environment.
The following features do not function in a CAS environment:
nAttendant Auto-Manual Splitting
nAttendant Conference
The following features function differently in a CAS environment.
nTones
nDisplay
nTransferring calls
nNight service 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Centralized Attendant Service 
66 Identifying Differences in a CAS Environment 
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Using CAS-Associated Tones
In addition to the standard console tones, a CAS console has the following call 
identification tones:
Using a CAS Display
In addition to standard display information, you can view the following incoming 
calls information from branch locations:
Table 9. Ringing and Tones Descriptions
Tone Pitch Frequency Meaning
Listed 
Directory 
Numberon-off, low three short 
burstsIdentifies a call from an outside line
“0” on-off,
lowsingle Identifies a branch location call to the 
console operator
Recall on Call 
Waitinglow single Routes unattended calls on call waiting to 
you
Recall on 
Remote Hold on-off,
low4–6 cycles Routes unattended remote hold calls to you
Recall on Don’t 
Answermedium .25 second Routes unanswered calls to you
Incoming Call 
Identificationdetermined 
by system 
managerdetermined 
by system 
managerIdentifies the calling branch location
Table 10. Incoming Branch Location Displays
Type of Call Display Shows
Listed Directory Number Incoming outside line name
Dial 0 Caller’s name and extension
Remote hold recall Caller’s name and extension
Others  (Including  Coverage  Calls) Name and number of the outside line dedicated for 
handling branch calls. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Centralized Attendant Service 
67 Identifying Differences in a CAS Environment 
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Using CAS Operating Procedures
Operating procedures for CAS environments work similarly to standard 
environments. However, transferring calls, placing calls on hold, console backup 
services, and night service function differently in CAS environments. The 
following section describes these procedures in detail.
Transferring CAS Calls
To transfer CAS calls:
1. Press the 
CALL APPEARANCE button.
2. Listen for a call identification tone (if provided by the branch).
3. Press the 
START button.
4. Listen for a dial tone.
NOTE:
Do not continue until you hear a dial tone. The call does not go 
through if you proceed before the dial tone sounds.
5. Dial the requested internal or external number.
6. Select one of the following options:
nIf you are not going to announce the call, press the RELEASE button 
as soon as the call starts to ring.
or
nIf you are going to announce the call, wait for the called party to 
answer. When the called party accepts the call, press the 
RELEASE 
button.
If the called party declines to talk to the caller, press the 
CANCEL 
button to reconnect with the caller. 
Explain to the caller that the called party is not available; take a 
message or ask the caller to try again later; then press the 
RELEASE 
button.
or
nIf the called party, is busy or doesn’t answer, press the CANCEL 
button to reconnect with the caller.  
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Centralized Attendant Service 
68 Identifying Differences in a CAS Environment 
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Explain to the caller that the called party cannot be reached. If the 
caller wants to wait, transfer the call again; then press the 
RELEASE 
button.
If the caller does not want to wait, take a message and press the 
RELEASE button.
Placing Calls on Remote Hold
When calls for a branch location need to be placed on hold, you should use remote 
hold (not hold). Using remote hold frees the outside line that your system manager 
dedicated for branch calls.
To place calls on remote hold:
1. Press the 
START button.
2. Dial the remote hold feature access code.
3. Listen for confirmation tone (3 short bursts of tone). 
4. Press the 
RELEASE button.
Using CAS Backup Service
In addition to standard backup service, phones at remote branch locations can 
serve as backup phones for a CAS console.
Using CAS Night Service Operations
In addition to standard night service operations, phones with multiple or single 
lines at remote branch locations can answer night service calls. Below are 
descriptions for handling night calls from phones with multiple or single lines.
Multi-Line Phone — Night Service Operations
Handling night service calls from multi-line phones is similar to transferring calls 
from a console. You can transfer calls from a multi-line phone with: 
nA FLASH button.
nA CONFERENCE button.
nA TRANSFER button.
Transferring CAS Calls
To transfer a CAS call from a multi-line phone:
1. Press the call appearance button where the green lamp is flashing. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Centralized Attendant Service 
69 Identifying Differences in a CAS Environment 
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2. Listen for call identification tone (if provided by the branch).
3. Answer the call.
4. Select one of the following options:
nPress the FLASH button. Flash lamp lights for 2 seconds.
nPress the CONFERENCE button.
nPress the TRANSFER button.
5. Dial the requested number.
6. End the call by hanging up or by pressing another call appearance button, 
the 
DISCONNECT button, or the DROP button.
If your phone has a display, it may also be have an 
OUTSIDE LINE button. By 
pressing the 
OUTSIDE LINE button while on an active call you can view the branch 
name, or the name of an outside line.
Placing CAS Calls on Remote Hold
To place a CAS call on remote hold from a multi-line phone:
1. Select one of the following options:
nPress the FLASH button.
nPress the CONFERENCE button.
nPress the TRANSFER button.
2. Dial the remote hold feature access code.
3. Select one of the following options:
nHang up.
or
nPress one of the following:
—
CALL APPEARANCE button
—
DISCONNECT button
—
DROP button
Cancelling CAS Calls
To cancel a CAS call from a multi-line phone:
1. Select one of the following options:
nPress the FLASH button 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Centralized Attendant Service 
70 Identifying Differences in a CAS Environment 
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nPress the CONFERENCE button
nPress the TRANSFER button
The transferred call drops, or remote hold deactivates.
Single-Line Phone — Night Service Operations
If a single-line phone performs night service, the user flashes the switchhook to 
transfer CAS calls. You can place CAS calls can on remote hold any time a caller 
wishes to wait; however, CAS calls cannot be placed on hold at a single-line 
phone.
Transferring CAS calls
To transfer a CAS call from a single-line phone:
1. Answer the call.
2. Flash the switchhook.
3. Dial the requested extension number.
4. Hang up.
Placing CAS calls on Remote Hold
To place a CAS call on remote hold from a single-line phone:
1. Answer the call.
2. Flash the switchhook.
3. Dial the remote hold feature access code.
4. Listen for the remote hold confirmation tone (3 short bursts of tone).
5. Hang up. 
						

							Routine Maintenance 
71 Testing the Console 
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Routine Maintenance
Routine testing and cleaning for your console is quite simple. This chapter 
provides step-by-step procedures for testing your console, describes cleaning 
procedures, and discusses what you need to do in the case of a power outage.
Testing the Console
It is important for you to test your console’s display and console lamps weekly. If 
a problem occurs with the display or one of the lamps, notify your system 
manager.
To test the display and the lamps on a 302A/B console:
1. Open the panel on the front of the console (see Figure 1 on page 6
 or Figure 
2 on page 7).
2. Press and hold the lamp test switch (located at the left front of the console). 
The following should occur:
nAll lamps in the display should light.
nEach row of lamps on the console and the selector console should 
light and go dark in sequence from top to bottom.
nThe timed-reminder tone (high-pitched, .5 second tone) sounds.
3. Release the Lamp Test switch.
nLamps return to their former state.
nThe timed-reminder tone silences.
4. Close the panel. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Routine Maintenance 
72 Cleaning Your Console 
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To test the display and lamps on a 302C console:
1. Press the 
POS BUSY and VOLUME UP button simultaneously.
2. When finished, press 
POS BUSY to place console back in service
Cleaning Your Console
To clean the console, use a slightly-dampened paper towel or soft cloth. Oily 
substances on the console may require considerable rubbing or the use of a mild 
cleaner, such as window cleaner or desk and office cleaner. If you use a cleaner, 
do not apply it directly to the console; instead, apply it to the cloth, then rub it 
onto the console.
Do not spill any type of liquid on the console. Liquids spilled on the console 
damage the electronic components.
Commercial Power Failure
If commercial power fails, the system’s battery backup keeps your console 
operating for a short time. When this short time expires, the power failure transfer 
automatically activates, and the console does not function. When power returns, 
consoles return to normal operation.
When power fails, all active calls and all calls on hold are lost. Also, a power 
failure affects the following features that require corrective action:
nAttendant Control of Trunk Group Access — Reestablish control of 
desired outside lines.
nCall Forwarding All Calls — Reactive Call Forwarding All Calls for 
desired extension numbers.
nControlled Restrictions — Reestablish control of desired phones or groups 
of phones.
nNight Service — Reactivate Night Service as desired. 
						

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Glossary and Abbreviations 
 
GL
Glossary and Abbreviations
A
AAR
See  
Automatic  Alternate Routing  (AAR).
Abbreviated Dialing (AD)
A feature that allows callers to p lace calls b y d ialing  just one or two d ig its.
AAR
Automatic  Alternate Routing
ACD
See  
Automatic  Call Distrib ution (ACD).
access code
A 1-, 2-, or 3-d ig it d ial c od e used  to activate or canc el a feature, or ac cess an outg oing trunk.
ACD
See Automatic  Call Distrib ution (ACD). ACD also refers to a work state in whic h an ag ent is on 
an ACD call.
AD
See  
Abbreviated Dialing (AD).
administer
To ac cess and  chang e parameters assoc iated  with the servic es or features of a system.
administration terminal
A terminal that is used  to ad minister and  maintain a system. See also 
terminal.
appearance
A software p roc ess that is assoc iated  with an extension and  whose p urpose is to sup ervise a c all. 
An extension can have multiple ap p earanc es. Also c alled  call ap pearanc e, line ap pearance, and  
oc c urrenc e. See also 
call appearance.
ARS
See  
Automatic  Route Selec tion (ARS).
attendant
A person at a c onsole who p rovides p ersonalized  servic e for incoming c allers and  voic e-servic es 
users by p erforming  switc hing  and  sig naling  operations. See also 
attend ant c onsole.
attendant console
The workstation used  b y an attend ant. The attend ant console allows the attend ant to orig inate a 
call, answer an incoming  c all, transfer a c all to another extension or trunk, p ut a c all on hold , and  
remove a c all from hold . Attendants using  the console c an also manag e and monitor some system 
op erations. Also called  c onsole. See also 
attend ant.
Automatic Alternate Routing (AAR)
A feature that routes calls to other than the first-c hoice route when fac ilities are unavailab le.
Automatic Call Distribution (ACD)
A feature that answers calls, and then, d ep end ing  on ad ministered instruc tions, delivers 
messag es app rop riate for the caller and  routes the c all to an agent when one b ec omes available. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Glossary and Abbreviations 
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Automatic Call Distribution (ACD) split
A method of routing c alls of a similar typ e among ag ents in a call c enter. Also, a group  of 
extensions that are staffed  b y ag ents trained to hand le a certain typ e of inc oming  c all.
Automatic Route Selection (ARS)
A feature that allows the system to automatic ally c hoose the least-cost way to send  a toll call.
B
barrier code
A security cod e used  with the Remote Ac cess feature to p revent unauthorized acc ess to the 
system.
BLF
Busy Lamp  Field
bridge (bridging)
The ap p earanc e of a p hone’s extension at one or more other phones.
bridged appearance
A call app earance on a p hone that matc hes a call app earance on another p hone for the d uration 
of a c all.
C
call appearance
1. For the attendant c onsole, six buttons, lab eled  a–f, used  to orig inate, rec eive, and  hold  c alls. 
Two lig hts next to the b utton show the status of the call app earance.
2. For the p hone, a b utton lab eled with an extension and  used  to p lac e outg oing  calls, receive 
inc oming  calls, or hold c alls. Two lig hts next to the b utton show the status of the call app earance.
Call Detail Recording (CDR)
A feature that uses software and hard ware to rec ord  call d ata (same as CDRU).
CAS
Centralized  Attend ant Servic e or Call Acc ounting  System
CDR
See  
Call Detail Rec ord ing  (CDR).
Class of Restriction (COR)
A feature that allows up  to 64 c lasses of c all-orig ination and c all-termination restric tions for 
phones, voice-terminal groups, data modules, and trunk groups. See also 
Class of Servic e 
(COS).
Class of Service (COS)
A feature that uses a numb er to sp ec ify if voice-terminal users c an activate the Automatic 
Callbac k, Call Forward ing  All Calls, Data Privac y, or Priority Calling  features. See also 
Class of 
Restriction (COR).
communications system
The software-c ontrolled  processor c omp lex that interprets dialing p ulses, tones, and keyboard  
charac ters and  makes the p rop er c onnec tions b oth within the system and  external to the system.