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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
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 Night Service Destination field, type
1234.
The destination can be an extension, a recorded announcement extension, a
vector directory number, a hunt group extension, or
attd if you want to
direct calls to the attendant.
Calls to hunt group 3 will follow the coverage path assigned to extension
1234.
3. Press
ENTER to save your changes.
4. Now you need to program a night service button.
Refer to ‘‘
Adding feature buttons’’ on page 69 for more information.
Related topics
‘‘
Managing hunt groups’’ on page 164.
HUNT GROUP
Group Number: 3 ACD? n
Group Name: Accounting Queue? y
Group Extension: 2011 Vector? n
Group Type: ucd-mia Coverage Path: 1
TN: 1 Night Service Destination: 1234
COR: 1 MM Early Answer? n
Security Code: ____
ISDN Caller Disp: ________
Queue Length: 4
Calls Warning Threshold: ___ Port: x
Extension: ____
Time Warning Threshold: ___ Port: xExtension: ____
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 redirects to extension 2000 Let’s look at how calls for this company are directed after hours: Adding call pickup To give your users the ability to pickup other users’ calls, you may want to use Call Pickup. To do this, you need to define a call pickup group. Users may want to be able to pick up a call that is ringing at a nearby desk. Call Pickup provides 3 ways to pick up calls ringing at another phone: nWith Call Pickup, you create a call pickup group. All group members can answer a call ringing at another phone in the group from their own phone. If more than one phone is ringing, the one that has been ringing the longest is picked up. nWith Directed Call Pickup, users specify which ringing phone they want to answer from their own phone. A call pickup group is not required. nWith Group Call Pickup, users within an “extended” group can answer calls outside of their immediate group by entering a feature access code (FAC) followed by the 1- or 2-digit pickup (index) number. call type directs to An LDN call on a DID trunk extension 3000 A call on trunk group 4 extension 2000 An internal call to ‘0’ extension 3000 A call that redirects to the attendant through a coverage paththe attendant queue
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 should be located in the same area so that
they can hear when the other extensions in the group ring.
Note that each extension may belong to only one pickup group. Also, the
maximum number of pickup groups may be limited by your system configuration.
To create a pickup group:
1. Type
add pickup-group next and press RETURN.
The Pickup Group
screen appears. The system selects the next Group
Number for the new pickup group.
2. Enter the extension of each group member.
Up to 50 extensions can belong to one group.
3. Press
ENTER to save your new group list.
The system automatically completes the name field when you press
ENTER
to save your changes.
Once you define a pickup group, you can assign call-pickup buttons for each
phone in the group or you can give each member the call-pickup feature-access
code. Use the Station screen to assign call-pickup buttons.
To allow users to answer calls that are not in their pickup group, you may be able
to use Directed Call Pickup.
PICKUP GROUP
Group Number: _____
GROUP MEMBER ASSIGNMENTS
Ext Name Ext Name
1: _____ 14: _____
2: _____ 15: _____
3: _____ 16: _____
4: _____ 17: _____
5: _____ 18: _____
6: _____ 19: _____
7: _____ 20: _____
8: _____ 21: _____
9: _____ 22: _____
10: _____ 23: _____
11: _____ 24: _____
12: _____ 25: _____
13: _____
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 press RETURN. The Feature-Related System Parameters screen appears. 2. Move to the Directed Call Pickup? field and enter Y. 3. Press ENTER to save the changes. Now let’s modify extension 4444 to allow directed call pickup. For this example, assume that the Can Use Directed Call Pickup field for COR 5 is set to Y. 1. Type change station 4444 and press RETURN. The Station screen appears. 2. In the COR field, enter 5. 3. Press ENTER to save your changes. Setting up “simple” extended group pickup Let’s add a pickup group to an existing extended group where all members of the extended group pick up each other’s calls. We will add pickup group 6 to the existing extended group 56. To create a simple extended pickup group: 1. Type change system-parameters features and press RETURN. The Feature-Related System Parameters screen appears. 2. In the Extended Group Call Pickup field, type simple. Permits feature access codes to be administered. 3. Press ENTER to save your changes. 4. Type change feature-access-codes and press RETURN. The Feature Access Code screen appears. 5. In the Extended Group Call Pickup Access Code field, type the desired FA C . Refer to the dial plan to enter the correct sequence and number of digits. 6. 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
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.
The Extended Pickup Group
screen appears.
change pickup-group 1 Page 1 of 2
PICKUP GROUP
Group Number: 1 Extended Group Number: ____
GROUP MEMBER ASSIGNMENTS
Ext Name Ext Name
1: 51001 station 51001 14: 51002 station 51002
2: 15:
3: 16:
4: 17:
5: 18:
6: 19:
7: 20:
8: 21:
9: 22:
10: 23:
11: 24:
12: 25:
13:
change extended-pickup-group 1 Page 1 of 2
EXTENDED PICKUP GROUP
Extended Group Number: 56
Pickup Pickup Group Pickup Pickup Group
Number Number Number Number
0: 345 13: _____
1: 25 14: _____
2: 2 15: _____
3: _____ 16: _____
4: _____ 17: _____
5: _____ 18: _____
6: _____ 19: _____
7: _____ 20: _____
8: _____ 21: _____
9: _____ 22: _____
10: _____ 23: _____
11: _____ 24: _____
12: _____ 25: _____
13:
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 up a call from pickup group 345. To minimize the number of digits entered by users, the Pickup Numbers should be the lowest available Pickup Numbers. 11. Press ENTER to save your changes. Setting up “flexible” extended group pickup To create a flexible extended pickup group: 1. Type change system-parameters features and press RETURN. The Feature-Related System Parameters screen appears. 2. In the Extended Group Call Pickup field, type flexible. 3. Press ENTER to save your changes. 4. Type change feature-access-codes and press RETURN. The Feature Access Code screen appears. 5. In the Extended Group Call Pickup Access Code field, type the desired FA C . Refer to the dial plan to enter the correct sequence and number of digits. 6. Press ENTER to save your changes. 7. Type add pickup-group next and press RETURN. The Pickup Group screen appears. 8. In the Extended Group Number field, type the number of the extended pickup group that can answer calls to this group. For each administered pickup group, indicate an extended group by entering the extended pickup group number. This extended pickup group number identifies the other pickup groups that can have calls picked up by the pickup group. 9. Add extended members as for other pickup features.
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 the pickup groups with identical extended pickup group numbers. The pickup groups numbers are listed using the lowest available Pickup Numbers. A unique “Extended Pickup Group number can be assigned to each pickup group on this screen. The entries in the Extended Group are the groups that can have calls picked up by the group with the matching Extended Group number in the Pick Group screen. Thus, a particular group’s calls may be picked up by members of many extended pickup groups. NOTE: On the Feature-Related System Parameters screen, if the Extended Group Call Pickup field is flexible, you can administer a pickup group in multiple extended pickup groups. 12. Press ENTER to save your changes. change extended-pickup-group 1 Page 1 of 2 EXTENDED PICKUP GROUP Extended Group Number: 56 Pickup Pickup Group Pickup Pickup Group Number Number Number Number 0: 345 13: _____ 1: 25 14: _____ 2: 2 15: _____ 3: _____ 16: _____ 4: _____ 17: _____ 5: _____ 18: _____ 6: _____ 19: _____ 7: _____ 20: _____ 8: _____ 21: _____ 9: _____ 22: _____ 10: _____ 23: _____ 11: _____ 24: _____ 12: _____ 25: _____ 13:
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 the call to an extension in the group. Use hunt groups when you want more than one person to be able to answer calls to the same number. For example, set up a hunt group for: na benefits department within your company na travel reservations service Setting up hunt groups Let’s set up a hunt group for an internal helpline. Before making changes to the switch, we’ll decide: nthe phone number for the hunt group nthe number of people answering calls nthe way calls are answered Our dial plan allows 4-digit internal numbers that begin with 1. The number 1200 is not in use. So, we’ll set up a helpline hunt group so anyone within the company can call extension 1200 for help with a phone. We will assign 3 people (agents) and their extensions to our helpline. We want calls to go to the first available person.
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 1200. 4. In the Group Type field, type the code for the call distribution method you choose. We’ll type ucd-loa so a call goes to the agent with the lowest percentage of work time since login. NOTE: The COS for all hunt groups defaults to 1. Therefore, any changes to COS 1 on the Class of Service screen changes the COS for all your hunt groups. A COS field does not appear on the Hunt Group screen. Page 1 of X HUNT GROUP Group Name: internal helpline Group Number: 5 Group Extension: 1200 Group Type: ucd-loa 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? _
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.
7. Press
ENTER to save your changes.
The Name fields are display-only and do not appear until the next time you
access this hunt group.
Related topics
Refer to ‘‘
Hunt Group’’ on page 708 for more information on an ACD and
non-ACD hunt group.
Changing a hunt group
To make changes to a hunt group:
1. Type
change hunt-group n and press RETURN, where n is the number of
the hunt group.
2. Change the necessary fields.
3. Press
ENTER to save your changes.
HUNT GROUP
Group Number: 5 Group Extension: 1200 Group Type: ucd-loa
Member Range Allowed: 1 Administered Members (min/max): 1 /9
Total Administered Members: 3
GROUP MEMBER ASSIGNMENTS
Ext Name Ext Name
1: 1011 14:
2: 1012 15:
3: 1013 16:
4: 17:
5: 18:
6: 19:
7: 20:
8: 21:
9: 22:
10: 23:
11: 24:
12: 25:
13: 26:
27:
At End of Member List