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Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual
Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual
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DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Handling incoming calls 137 Setting up advanced call coverage 7 Defining time-of-day coverage The Time of Day Coverage Table on your system lets you redirect calls to coverage paths according to the time of day and day of the week when the call arrives. You need to define the coverage paths you want to use before you define the time of day coverage plan. For example, let’s say you want to administer the system so that incoming calls to extension 2054 redirect to a coworker in the office from 8:00 a.m. to 5:30 p.m., and to a home office from 5:30 p.m. to 8:00 p.m. on weekdays. You want to redirect the calls to voice mail after 8:00 p.m. weekdays and on weekends. Instructions To set up a time-of-day coverage plan that redirects calls for our example above: 1. Type add coverage time-of-day next and press RETURN. The Time of Day Coverage Table screen appears and the selects the next undefined table number in the sequence of time-of-day table numbers. If this is the first time-of-day coverage plan in your system, the table number is 1. Record the table number so that you can assign it to extensions later. 2. To define your coverage plan, enter the time of day and path number for each day of the week and period of time. Enter time in a 24-hour format from the earliest to the latest. For this example, assume that coverage path 1 goes to the coworker, path 2 to the home, and path 3 to voice mail. Define your path for the full 24 hours (from 00:01 to 23:59) in a day. If you do not list a coverage path for a period of time, the system does not provide coverage for that time. 3. Press ENTER to save your changes. TIME OF DAY COVERAGE TABLE 1__ Act CVG Act CVG Act CVG Act CVG Act CVG Time PATH Time PATH Time PATH Time PATH Time PATH Sun 00:00 3___ __:__ ____ __:__ ____ __:__ ____ __:__ ____ Mon 00:00 3___ 08:00 1 17:30 2 20:00 3 __:__ ____ Tue 00:00 3___ 08:00 1 17:30 2 20:00 3 __:__ ____ Wed 00:00 3___ 08:00 1 17:30 2 20:00 3 __:__ ____ Thu 00:00 3___ 08:00 1 17:30 2 20:00 3 __:__ ____ Fri 00:00 3___ 08:00 1 17:30 2 20:00 3 __:__ ____ Sat 00:00 3___ __:__ ____ __:__ ____ __:__ ____ __:__ ____
DEFINITY ECS Release 8.2
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7
Now assign the time-of-day coverage to a user. For example, we use extension
2054:
1. Type
change station 2054 and press RETURN.
The Station
screen for extension 2054 appears.
2. Move your cursors to Coverage Path 1 and type
t plus the number of the
Time of Day Coverage Table.
3. Press
ENTER to save your changes.
Now calls to extension 2054 redirect to coverage depending on the day and time
that each call arrives.
Creating coverage answer groups
You can create a coverage answer group so that up to 8 phones simultaneously
ring when calls cover to the group. Anyone in the answer group can answer the
incoming call.
STATION
Extension: 2054 Lock Messages? n BCC: 0
Type: 7406D Security Code: 4196__ TN: 1
Port: _____ Coverage Path 1: t1_ COR: 1
Name: __________________________ Coverage Path 2: ___ COS: 1
Hunt-to-Station: ____
STATION OPTIONS
Data Module? n Personalized Ringing Pattern: 1
Display Module? n Message Lamp Ext:
MM Complex Data Ext: ____
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Handling incoming calls 139 Setting up advanced call coverage 7 Instructions To add a coverage answer group: 1. Type add coverage answer-group next and press RETURN. The Coverage Answer Group screen appears. 2. In the Group Name field, enter a name to identify the coverage group. 3. In the Ext field, type the extension of each group member. 4. Press ENTER to save your new group list. The system automatically completes the Name field when you press ENTER. Related topics Refer to ‘‘ Assigning a coverage path to users’’ on page 132 for instructions on assigning a coverage path. COVERAGE ANSWER GROUP Group Number: ____ Group Name: COVERAGE_GROUP_ GROUP MEMBER ASSIGNMENTS Ext Name Ext Name 1: ____ ___________________________ 5: ____ ___________________________ 2: ____ ___________________________ 6: ____ ___________________________ 3: ____ ___________________________ 7: ____ ___________________________ 4: ____ ___________________________ 8: ____ ___________________________
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Handling incoming calls 140 Setting up call forwarding 7 Setting up call forwarding This section explains how to administer various types of automatic call forwarding. To provide call forwarding to your users, assign each extension a Class of Service (COS) that allows call forwarding. Then assign call-forwarding buttons to the user phones (or give them the Feature Access Code (FAC) for call forwarding) so that they can easily forward calls. You use the station screen to assign the COS and any call-forwarding buttons. Within each class of service, you can determine whether the users in that COS have the following call forwarding features: nCall Forwarding All Calls — allows users to redirect all incoming calls to an extension, attendant, or external phone number. nCall Forwarding Busy/Don’t Answer — allows users to redirect calls only if their extensions are busy or they do not answer. nRestrict Call Fwd-Off Net — prevents users from forwarding calls to numbers that are outside your system network. As the administrator, you can administer system-wide call-forwarding parameters to control when calls are forwarded. Use the System Parameters Call Coverage/Call Forwarding screen to set the number of times an extension rings before the system redirects the call because the user did not answer (CFWD No Answer Interval). For example, if you want calls to ring 4 times at an extension and, if the call is not answered, redirect to the forwarding number, set this parameter to 4. You also can use the System Parameters Call Coverage/Call Forwarding screen to determine whether the forwarded-to phone can override call forwarding to allow calls to the forwarded-from phone (Call Forward Override). For example, if an executive forwards incoming calls to an attendant and the attendant needs to call the executive, the call can be made only if the Call Forwarding Override is set to yes. Instructions To determine which extensions have call forwarding activated: 1. Type list call-forwarding and press RETURN. This command lists all the extensions that are forwarded along with each forwarding number. NOTE: If you have a V1, V2, or V3 system, you can see if a specific extension is forwarded only by typing status station nnnn, where nnnn is the specific extension.
DEFINITY ECS Release 8.2
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June 2000
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Related topics
‘‘
Call Forwarding’’ on page 1288
Setting up call forwarding for users
This section shows you how to give your users access to call forwarding.
Instructions
Let’s change a call forwarding access code from a local phone with a Class of
Service of 1:
1. Type
change feature-access-codes and press RETURN.
The Feature Access Code
screen appears.
2. In the Call Forwarding Activation Busy/DA field, type
*70.
The
*70 feature access code activates the call forwarding option so
incoming calls forward when your phone is busy or does not answer.
3. In the Call Forwarding Activation All field, type
*71.
The
*71 feature access code forwards all calls.
4. In the Call Forwarding Deactivation field, type
#72.
The
#72 feature access code deactivates the call forwarding option.
5. Press
ENTER to save your changes.
FEATURE ACCESS CODE (FAC)
Abbreviated Dialing List1 Access Code: ____
Abbreviated Dialing List2 Access Code: ____
Abbreviated Dialing List3 Access Code: ____
Abbreviated Dial - Prgm Group List Access Code: ____
Announcement Access Code: ____
Answer Back Access Code: ____
Auto Alternate Routing (AAR) Access Code: ____
Auto Route Selection (ARS) Access Code 1: ____ Access Code 2: ____
Automatic Callback Activation: ____ Deactivation: ____
Call Forwarding Activation Busy/DA: *70 All: *71 Deactivation: #72
Call Park Access Code: ____
Call Pickup Access Code: ____
CAS Remote Hold/Answer Hold-Unhold Access Code: ____
CDR Account Code Access Code: ____
Change Coverage Access Code: ____
Data Origination Access Code: ____
Data Privacy Access Code: ____
Directed Call Pickup Access Code: ____
Emergency Access to Attendant Access Code: ____
Extended Call Fwd Activate Busy D/A: ____ All: ____ Deactivation: ____
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6. Type change cos and press RETURN.
The Class of Service
screen appears.
7. On the Call Fwd-All Calls line, in the 1 column, type
y.
This allows the user with this Class of Service to forward their calls. The
“1” column is for phones with a Class of Service of 1.
8. On the Restrict Call Fwd-Off Net line, in the 1 column, type
y.
This restricts your users from forwarding calls off-site. If you want your
users to be able to call off-site, leave this field as
n.
9. On the Call Forward Busy/DA line, in the 1 column, type
y
This forwards your calls when your phone is busy or doesn’t answer after a
programmed number of rings.
10. Press
ENTER to save your changes.
CLASS OF SERVICE
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Auto Callback n y y n y n y n y n y n y n y n
Call Fwd-All Calls n y n y y n n y y n n y y n n y
Data Privacy n y n n n y y y y n n n n y y y
Priority Calling n y n n n n n n n y y y y y y y
Console Permissions n n n n n n n n n n n n n n n n
Off-hook Alert n n n n n n n n n n n n n n n n
Client Room n n n n n n n n n n n n n n n n
Restrict Call Fwd-Off Net n y y y y y y y y y y y y y y y
Call Forward Busy/DA n y n n n n n n n n n n n n n n
Personal Station Access n n n n n n n n n n n n n n n n
Extended Forwarding All n n n n n n n n n n n n n n n n
Extended Forwarding B/DA n n n n n n n n n n n n n n n n
Trk-to-Trk Restriction Override n n n n n n n n n n n n n n n n
QSIG Call Offer Originations n n n n n n n n n n nnnnnn
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Handling incoming calls 143 Setting up call forwarding 7 Allowing users to specify a forwarding destination Now that you have set up system-wide call forwarding, have your users use this procedure if they want to change their call forwarding destination from their work (local) station. 1. They dial either their Call Forwarding Activation Busy/DA or Call Forwarding Activation All feature access code. If your users have buttons assigned, they press those buttons, listen for dial tone, and dial the digits. NOTE: Both Call Forwarding Activation Busy/DA or the Call Forwarding Activation All cannot be active for the same phone at the same time. In this example, enter *71 for Call Forwarding Activation All. 2.They dial their “forwarding-to” off-site or on-site number. In this example, enter 2081. This is a local number; for offsite forwarding, include the AAR/ARS feature access code. 3. When they hear the 3-beep confirmation tone, they hang up. Changing the forwarding destination remotely Now that you have set up all of the required system administration for call forwarding, have your users use this procedure if they want to change their call forwarding destination from a telecommuting (off-site) phone. 1. They dial their telecommuting extension. Refer to ‘‘ Telecommuting Access’’ on page 963 for more information. In this example, enter 555-9126. 2. When they get dial tone, they dial either their Extended Call Forward Activate Busy/DA or the Extended Call Forward Activate All feature access code. In this example, enter *61 for the Extended Call Forward Activate All number. 3. When they get dial tone, they dial their extension number and press the ‘ #’ key. In this example, enter 1014, then #. 4. Even though there is no dial tone, they dial their security code and press the ‘ #’ key. In this example, enter 4196, then #.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Handling incoming calls 144 Setting up call forwarding 7 5.When they get dial tone, they dial their “forwarding-to” off-site or on-site number. In this example, enter 9-555-2081. 6. When they hear the 3-beep confirmation tone, they hang up. Allowing users to change coverage remotely This section shows you how to allow users to change their call coverage path from a local or telecommuting (off-site) phone. Instructions To change call coverage from off-site: 1. Type change feature-access-codes and press RETURN. The Feature Access Code screen appears. 2. In the Change Coverage Access Code field, type *85. Use the *85 feature access code to change a coverage path from a phone or remote station. 3. Press ENTER to save your changes. 4. Type change cor and press RETURN. The Class of Restriction screen appears. 5. In the Can Change Coverage field, type y. This permits users to select one of two previously administered coverage paths. 6. Press ENTER to save your changes. 7. Type change station 1014 and press RETURN. The Station screen for extension 1014 appears. 8. In the Security Code field, type 4196. In this example, this is your security code. Refer to ‘‘ Security-Related System Parameters’’ on page 887 for more information on setting the length of your security code. 9. In the Coverage Path 1 and Coverage Path 2 fields, verify that both are defined enabling your user to move from one coverage path to another. The t1 and t2 are the numbers of the Time of Day Coverage Tables. 10. Press ENTER to save your changes.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Handling incoming calls 145 Setting up night service 7 Setting up night service You can use night service to direct calls to an alternate location when the primary answering group is not available. For example, you can administer night service so that anyone in your marketing department can answer incoming calls when the attendant is at lunch or has left for the day. Once you administer night service to route calls, your end-users merely press a button on the console or a feature button on their phones to toggle between normal coverage and night service. There are five types of night service: nNight Console Night Service — directs all attendant calls to a night or day/night console nNight Station Night Service — directs all incoming trunk or attendant calls to a night service destination nTrunk Answer from Any Station (TAAS) — directs incoming attendant calls and signals a bell or buzzer to alert other employees that they can answer the calls nTrunk Group Night Service — directs incoming calls to individual trunk groups to a night service destination nHunt Group Night Service — directs hunt group calls to a night service destination Setting up night station service to voice mail The night station service (also known as Listed Directory Number (LDN) Night Service) sends calls directed to an LDN to voice mail when the system is in night service. Instructions What is described below is a common setup; however, you can use a regular extension in this field, but it will not follow coverage. NOTE: You can use a dummy hunt group (one with no members) or an exported station with a coverage path. The instructions below use a hunt group.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Handling incoming calls 146 Setting up night service 7 To set up a night station service to voice mail: 1. Type add hunt-group next and press RETURN. The Hunt Group screen appears. The Group Number field fills automatically with the next hunt group number. 2. In the Group Name field, type the name of the group. In our example, type ldn nights. There should be no members in this hunt group. 3. Press ENTER to save your changes. NOTE: If you are using tenant partitioning, the command for the next step will be change tenant x. If you are using tenant partitioning, the Night Destination field does not appear on the Listed Directory Numbers screen. Instead, it is on the Tenant screen. Page 1 of X HUNT GROUP Group Name: ldn nights Group Number: 5 Group Extension: 51002 Group Type: MM Early Answer? _ Skill? _ ACD? Queue? _ Vector? _ AAS? _ Security Code: ____ COR: ISDN Caller Disp: ________ TN: _ Measured: ________ Supervisor: Extension: ____ Controlling Adjunct: ____ Multiple Call Handling: __________ Objective: ____ Queue Length: ___ Calls Warning Threshold: ___ Calls Warning Port: __ Time Warning Threshold: ___ Time Warning Port: __ Redirect on No Answer (rings): _ Redirect to VDN: _ Forced Entry of Stroke Counts or Call Work Codes? _