Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
157 Setting up night service 
7
Instructions
To set up night service for your helpline, you need to record the announcement (in 
our example, the announcement is on extension 1234) and then modify the hunt 
group to send calls to this extension.
To administer the hunt group for night service:
1. Type 
change hunt-group 3 and press RETURN.
The Hunt Group
 screen appears for hunt group 3.
2. In the...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
158 Adding call pickup 
7
How do night service types interact?
Let’s look at an example of how several types of night service might be used in 
one company.
Assume that you already administered the following night service settings:
nNight station night service redirects to extension 3000 and DID-LDN only 
to LDN Night Ext is set to 
n
nEXT Alert Port (TAAS) field is not defined
nTrunk group 4...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
159 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...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
160 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...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
161 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....

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
162 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...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
163 Adding call pickup 
7
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...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
164 Managing hunt groups 
7
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...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
165 Managing hunt groups 
7
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...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
166 Managing hunt groups 
7
5. Press NEXT PAGE to find the Group Member Assignments page.
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....