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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 Managing group communication 397 Paging over speakerphones 14 3. In the Group Name field, type Sales staff. This name appears on callers’ phone displays when they page the group. 4. In the COR field, type 5. Any user who wants to page this group must have permission to call COR 5. 5. In the Ext field in row 1, type 2009. 6. Enter the remaining extensions that are members of this group. The switch fills in the Name fields with the names from the Station screen when you save your changes. 7. Press ENTER to save your changes. Fixing problems More information nYou can create up to 32 paging groups on one DEFINITY ECS. nEach group can have up to 32 extensions in it. nOne phone can be a member of several paging groups. Related topics Refer to ‘‘ Group paging’’ on page 1354 for detailed information on paging over speakerphones. Problem Possible causes Solutions Users get a busy signal when they try to page.All phones in the group are busy or off-hook. Wait a few minutes and try again. All phones in the group have Send All Calls or Do Not Disturb activated.Group members must deactivate these features in order to hear a page. Some group members report that they don’t hear a page.Some phones in the group are busy or off-hook. Wait a few minutes and try again. Some phones in the group have Send All Calls or Do Not Disturb activated.Group members must deactivate these features in order to hear a page.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing group communication 398 Paging users who are on active calls 14 Paging users who are on active calls Use this procedure to allow one user to interrupt another user’s call and make a private announcement. This is called whisper paging. The paging user dials a feature access code or presses a feature button, then dials the extension they want to call. All 3 users can hear the tone that signals the page, but only the person on the paged extension can hear the pager’s voice: other parties on the call cannot hear it, and the person making the page cannot hear anyone on the call. Before you start Before you administer whisper paging: nYour switch must have a circuit pack that supports whisper paging. Refer to the DEFINITY ECS System Description for information on specific models. nUsers must have 6400-, 7400-, 8400-, or 9400-series DCP (digital) phones. Instructions You give users the ability to use whisper paging by administering feature buttons or feature access codes. You can give users feature buttons that make, answer, or block whisper pages. Using the Station screen, you can administer these buttons in any combination as appropriate: nWhisper Page Activation — allows this user to place a whisper page nAnswerback — allows this user to answer a whisper page Pressing the answerback button automatically puts any active call on hold and connects the paged user to the paging user. nWhisper Page Off— allows this user to block whisper pages If possible, assign this function to a button with a lamp so the user can tell when blocking is active. You cannot administer this button to a soft key. To allow users to make a whisper page by dialing a feature access code, you simply need to enter a code in the Whisper Page Activation Access Code field on the Feature Access Code screen.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing group communication 399 Using phones as intercoms 14 Related topics Refer to ‘‘ Using phones as intercoms’’ on page 399 for another way to give individual users quick, two-way communication. Refer to ‘‘ Whisper paging’’ on page 1595 for detailed information on whisper paging. Using phones as intercoms Use this procedure to make communications quicker and easier for users who frequently call each other. With the intercom feature, you can allow one user to call another user in a predefined group just by pressing a couple of buttons. You can even administer a button that always calls a predefined extension when pressed. Instructions Administering the intercom feature is a 2-step process. First, you create an intercom group and assign extensions to it. Then, to allow group members to make intercom calls to each other, you administer feature buttons on their phones for automatic intercom, dial intercom, or both. This section also provides instructions for allowing one user to pick up another user’s intercom calls.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1.1
June 2000
Managing group communication
400 Using phones as intercoms
14
In this example, we’ll create intercom group 1 and add extensions 2010 to 2014.
1. Type
add intercom-group 1 and press RETURN.
The Intercom Group
screen appears.
2. Type
1 in the Length of Dial Code field.
Dial codes can be 1 or 2 digits long.
3. On row 1, type
2010 in the Ext field.
4. On row 1, type
1 in the DC field.
This is the code a user will dial to make an intercom call to extension 2010.
The length of this code must exactly match the entry in the Length of Dial
Code field.
5. Repeat steps 3 and 4 for the remaining extensions.
Dial codes don’t have to be in any order. The switch fills in the Name field
with the name from the Station screen when you save your changes.
6. Press
ENTER to save your changes.
To allow users to make intercom calls, you must administer feature buttons on the
phones in the intercom group. You can administer buttons for dial intercom,
automatic intercom, or both on multi-appearance phones. You can’t administer
either intercom feature on single-line phones, but you can assign single-line
phones to intercom groups so those users can receive intercom calls.
INTERCOM GROUP
Group Number: 1
Length of Dial Code: 1
GROUP MEMBER ASSIGNMENTS
Ext DC Name
1: 2010 1 B. Smith
2: 2011 2 L. Yu
3: 2012 3 R. Munoz
4: 2013 4 K. Mancetti
5: 2014 9 N. Mitchell
6:
7:
8:
9:
10:
11:
12:
13:
14:
15:
16:
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1.1
June 2000
Managing group communication
401 Using phones as intercoms
14
As an example, let’s set up automatic intercom between extensions 2010 (dial
code = 1) and 2011 (dial code = 2) in intercom group 1.
To set up automatic intercom between extensions 2010 and 2011:
1. Type
change station 2010 and press RETURN.
The Station
screen appears.
2. Move to the page with the Button Assignments fields.
3. In Button Assignments field 4, type
auto-icom and press TA B.
The Grp and DC fields appear.
4. In the Grp field, type
1.
This is the number of the intercom group. Since an extension can belong to
more than one intercom group, you must assign a group number to
intercom buttons.
5. In the DC field, type
2.
This is the dial code for extension 2011, the destination extension.
6. Press
ENTER to save your changes.
7. Repeat steps 1–6 for extension 2011.
Assign a dial code of
1 to 2011’s automatic intercom button.
To give a member of a group the ability to make intercom calls to all the other
members, administer a Dial Intercom button on the member’s phone. Type the
number of the intercom group in the Grp field beside the Dial Intercom button.
STATION
SITE DATA
Room: _______ Headset? n
Jack: _____ Speaker? n
Cable: _____ Mounting: d
Floor: _______ Cord Length: 0
Building: _______ Set Color: ______
ABBREVIATED DIALING
List1: ________ List2: ________ List3: ________
BUTTON ASSIGNMENTS
1: call-appr_ 6: __________
2: call-appr_ 7: __________
3: call-appr_ 8: __________
4: auto-icom_ Grp: 1 DC: 2 9: __________
5: dial-icom_ Grp: 1 10: __________
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing group communication 402 Observing calls 14 You can also give one user instant, one-way access to another. For example, to give user A instant, one-way access to user B, administer an Automatic Intercom button on A’s phone only. You don’t have to administer any intercom button on B’s phone. If B has a Dial Intercom button, he can make an intercom call to A the same way as he would to any other group member. When users are in the same call pickup group, or if Directed Call Pickup is enabled on your switch, one user can answer an intercom call to another user. To allow users to pick up intercom calls to other users, you must enter y in the Call Pickup on Intercom Calls field on the Feature-Related System Parameters screen. Related topics Refer to ‘‘ Abbreviated Dialing’’ on page 1139 for information on another way for users to call each other without dialing complete extension numbers. Refer to ‘‘ Intercom’’ on page 1387 for detailed information on intercom functions. Observing calls Use this procedure to allow designated users, normally supervisors, to listen to other users’ calls. This capability is often used to monitor service quality in call centers and other environments where employees serve customers over the phone. On DEFINITY ECS, this is called “service observing” and the user observing calls is the “observer.” This section describes service observing in environments without Automatic Call Distribution (ACD) or call vectoring. To use service observing in those environments, refer to DEFINITY ECS Guide to ACD Call Centers. Before you start On the System Parameter Customer-Options screen, verify the: nService Observing (Basic) field is y. If you want to enable remote service observing by allowing remote users to dial a feature access code, verify the: nService Observing (Remote/By FAC) field is y If the appropriate field is not enabled, contact your Lucent representative.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing group communication 403 Observing calls 14 Instructions !SECURITY ALERT: Listening to someone else’s calls may be subject to federal, state, or local laws, rules, or regulations. It may require the consent of one or both of the parties on the call. Familiarize yourself with all applicable laws, rules, and regulations and comply with them when you use this feature. In this example, we’ll set up service observing for a manager. The manager’s class of restriction is 5. We’ll assign a feature button to the manager’s phone and allow her to monitor calls on local extensions that have a class of restriction of 10. Everyone on an observed call will hear a repetitive warning tone. To set up service observing: 1. Set the observer’s class of restriction to permit service observing: a. In the Class of Restriction screen for COR 5, type y in the Can Be A Service Observer? field. b. Move to the page of the Class of Restriction screen that shows service observing permissions. c. Type y in the field for class of restriction 10. 2. In the Class of Restriction screen for COR 10, type y in the Can Be Service Observed? field. Anyone with class of restriction 5 now has permission to observe extensions with class of restriction 10. To further restrict who can observe calls or be observed, you may want to create special classes of restriction for both groups and use these classes only for the appropriate extensions. 3. In the Station screen, assign a Service Observing button to the observer’s phone. A service observing button permits users to switch between listen-only and listen-and-talk modes simply by pressing the button. 4. To activate the warning tone, type y in the Service Observing — Warning Tone field on the Feature-Related System Parameters screen. A unique 2-second, 440-Hz warning tone plays before an observer connects to the call. While the call is observed, a shorter version of this tone repeats every 12 seconds.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing group communication 404 Observing calls 14 In order for users to activate service observing by feature access codes, use the Feature Access Code screen to administer codes in one or both of the following fields: nService Observing Listen Only Access Code nService Observing Listen/Talk Access Code When using feature access codes, observers must choose a mode at the start of the session. They cannot switch to the other mode without ending the session and beginning another. NOTE: Feature access codes are required for remote observing. Related topics Refer to ‘‘ Service observing’’ on page 1495 for detailed information on service observing.
Managing data calls 405 Types of data connections 15 DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 15 Managing data calls Types of data connections You can use the DEFINITY system to allow the following types of data elements/devices to communicate to the world: nData Terminals nPersonal computers nHost Computers (for example, CentreVu CMS or Intuity AUDIX) nDigital Phones (Digital Communications Protocol (DCP) and Integrated Services Digital Network-Basic Rate Interface (ISDN-BRI)) nAudio/Video Equipment nPrinters nLocal Area Networks (LAN) You enable these connections using a large variety of data communications equipment, such as: nModems nData Modules nAsynchronous Data Units (ADUs) nModem Pools nData/modem pooling circuit packs
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing data calls 406 Data Call Setup 15 Once you have connected these data devices to the switch, you can use networking and routing capabilities to allow them to communicate with other devices over your private network or the public network. This section describes the system features available to enable data communications. Data Call Setup Data Call Setup provides multiple methods to set up a data call: nData-terminal (keyboard) dialing nTelephone dialing nHayes AT command dialing nAdministered connections nHotline dialing Administering Data Call Setup For data-terminal dialing: 1. Choose one of the following data modules and administer all fields: nProcessor/Trunk Data Module nData Line Data Module n7500 Data Module 2. On the Modem Pool Group screen, administer the Circuit Pack Assignments field. Refer to ‘‘ Modem Pool Group’’ on page 829 for more information. For telephone dialing: 1. Choose one of the following: nOn the Feature Access Code screen, administer the Data Origination Access Code field. Refer to ‘‘ Feature Access Code’’ on page 633 for more information. nOn the Station screen, assign one button as data-ext (Ext:). Refer to ‘‘ Station’’ on page 894 for more information. 2. Choose one of the following data modules and administer all fields: nProcessor/Trunk Data Module nData Line Data Module