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 
167 Managing hunt groups 
7
Setting up a queue
You can tell your switch how to handle a hunt-group call when it cannot be 
answered right away. The call waits in a “queue.”
Let’s tell the switch that up to 10 calls can wait in the queue, but that you want to 
be notified if a call waits for more than 30 seconds.
You also want the switch to send a warning when 5 or more calls are waiting in 
the...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
168 Managing hunt groups 
7
4. In the Calls Waiting Threshold field, type the maximum number of calls 
that can be in the queue before the system flashes the queue status buttons.
In our example, type 
5.
5. In the Time Warning Threshold field, type the maximum number of 
seconds you want a call to wait in the queue before the system flashes the 
queue status buttons.
In our example, type 
30.
6....

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
169 Managing hunt groups 
7
Instructions
To add an announcement to our helpline queue:
1. Type 
change hunt-group n and press RETURN, where n is the number of 
the hunt group to change.
In our example, type 
change hunt-group 5.
The Hunt Group
 screen appears. 
2. Press 
NEXT PAGE to find the First Announcement Extension field.
3. In the First Announcement Extension field, type the extension of the...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
170 Managing vectors and VDNs 
7
Managing vectors and VDNs
This section provides an introduction to vectors and Vector Directory Numbers 
(VDN). It gives you basic instructions for writing simple vectors.
!SECURITY ALERT:
Vector fraud is one of the most common types of toll fraud because vectors 
route calls based on the Class of Restriction (COR) assigned to the VDN. 
Refer to BCS Products Security...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
171 Managing vectors and VDNs 
7
Before you start
nOn the System Parameters Customer-Options screen, verify the Basic Call 
Vectoring field is y. If not, contact your Lucent representative.
nTo provide announcements, you need an Announcement circuit pack. Refer 
to DEFINITY ECS System Description for more information on the circuit 
pack.
nUse one of the following:
nTone Clock with Call Classifier -...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
172 Managing vectors and VDNs 
7
3. Type your vector steps in the numbered column on the left of the screen.
Tip:
When you type in your vector steps, the switch automatically 
completes some of the vector step information for you. For example, 
if you type “q” in a vector step field, the switch fills in “queue-to.” 
Also, additional fields appear when you complete a field and press 
TA B. This makes...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
173 Managing vectors and VDNs 
7
Playing an announcement
Write a vector to play an announcement for callers in a queue. Use the 
announcement to ask callers to wait. You need to record the announcement before 
the vector can use it.
Let’s play our announcement 4001, asking the caller to wait, then play music for 
60 seconds, then repeat the announcement and music until the call is answered. 
The...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
174 Managing vectors and VDNs 
7
For after hours treatment, write this vector (steps 1, 6, and 7):
If the 
goto command in step 5 fails, the switch goes to the next step. The stop in 
step 6 prevents callers from incorrectly hearing the “office is closed” 
announcement in step 7. 
Stop keeps the call in the state it was in before the 
command failed. In this case, if step 5 fails, the call remains in...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
175 Managing vectors and VDNs 
7
Allowing callers to leave a message
Write a vector that allows callers to leave messages. This type of vector uses a 
hunt group called a messaging split. For our example, we send after-hours calls to 
the voice mailbox at extension 2000 and use messaging split 99.
Once the vector routes a call to the mailbox, the caller hears a greeting (that was 
recorded with the...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
176 Managing vectors and VDNs 
7
To quickly redirect calls:
1.Create a special mailbox with the appropriate announcement such as “We 
are unable to answer your call at this time” or “Today is a holiday, please 
call back tomorrow.”
In our example, we recorded the mailbox greeting for extension 2001.
2. Insert the following bold steps (steps 1, 10, and 11). 
Refer to ‘‘
Inserting a step’’ on page 177...