Lucent Technologies DEFINITY PC Console Release 2.5 Users Manual

							Console OperationsIssue 2.5   October 1999  5-19 ¾ If the line is busy or there is no answer, click the Cancel
icon  or press F7.  The call progress tones stop, and you
are reconnected to the caller.  Tell the caller that the called
party is unavailable, take a message if appropriate, then click
the Release icon  again or press F8 to terminate the
call.  This procedure is complete.
  Typing Notes About a Call  You can enter two types of notes while active on call.
n Temporary, call-associated notes
These are the notes you type directly into the small notepad area of the call
bar.  You will find this feature helpful when you need to move to a different
call, but do not want to forget some detail about the current call.
n Notes that you associate with an entry in the PC Console Directory
These are the notes that you can associate with a person listed in the
PC Console directory, assuming that your administrator has included a
“Notes” field for this purpose.  You will typically use this field to remind
yourself (or others) of information that may be relevant when taking calls for
that person.  Some examples are information about vacation, travel status,
or the hours during which the person can be reached.
To type a temporary note in the notepad area of the call bar:
1. Click on the notepad area of the call bar associated with the call for
which you wish to create a note.  (The notepad area is slightly to the
left of the call handling icons on the call bar.)
2. Use the keyboard to type the appropriate note.
n The note will remain on the call bar until you overwrite it, delete it,
or release the call.
To edit any field (including notes) for the entry that appears in the Second
Party Display:
1. While the directory entry is visible in the Second Party Display (at the
bottom of the screen), click the More button.
n All information available for the entry is displayed in an Edit
Window.
2. Position your cursor in the field you want to edit.
3. Use the keyboard to make the appropriate changes.
4. Click the Save button.
n The information is saved, and will remain with the directory entry
until it is overwritten or deleted, either by you or by another console
operator. 
						

							Console Operations5-20   Issue 2.5   October 1999   Searching and Updating a Directory  Your PC Console environment may have up to four PC Console directories.
Each PC Console directory is actually a database that maintains information
about the people in your environment.  It may contain each person’s first name,
last name, phone number, and other pertinent pieces of information; as well as
any notes that you have saved with the person’s record.
  You can use this information to locate any person in your environment —
searching for them by any field, including first name, last name, phone number,
and the notes entry.  You can also call them directly by pressing ENTER or by
clicking the Call button.  This section contains the procedures you will need to
perform each of these functions.
  The functions performed by the first, or primary PC Console directory are
different from the functions performed by the remaining three directories in
several important ways:
n The primary PC Console directory always occupies the first position in your
list of PC Directories.
n The primary PC Console directory is used to identify the called- or calling-
parties, and to display that information in the Second Party Display area at
the bottom of your screen.
n The primary PC Console directory is used to identify the user name
associated with each Busy Lamp Field.
Accessing the PC Console Directory FunctionsTo access the PC Console directory functions:
1. Click the icon associated with the desired directory.
Or
Press and hold the ALT key, then press the number associated with
the desired directory.
Or
Press F4 to move to the PC Directory area, use the TAB key to select
the desired directory, then press ENTER. 
						

							Console OperationsIssue 2.5   October 1999  5-21 Searching for Information in a PC Console
DirectoryYou can search for a person in a PC Console directory by specifying a search
field, then typing the information you wish to match.
To search for an entry in a PC Console directory:
1. In the box labeled Search By, locate and click on the field name that
corresponds to the type of search you want to perform.  You can select
from any field in the directory that your administrator has enabled as a
search criteria.
2. In the box labeled Search For, type the string of text that you want
PC Console to locate.  PC Console jumps to the first record that
matches the information you have entered thus far.
3. If more than one entry is displayed as a possible match, click on the
desired entry.
The screen displays information from the record you have selected.  It
may include the person’s last name, first name, phone number,
recorded notes, and any other fields included in the directory.
Placing a Call from a PC Console DirectoryTo place a call from a PC Console Directory:
1. Locate the person you want to call.  (Refer, if necessary, to the
procedure entitled “To search for an entry in a PC Console directory”).
2. Press ENTER.
n PC Console dials the field in this record that is administered as a
“dialable” number.
  Or
  Click the Call button.
n PC Console dials the field in this record that is administered as a
“dialable” number.
  Or
  Click the dialpad icon associated with any field in the Record Display.
n PC Console dials the entry within that field, including numbers 0
through 9, asterisk (*), pound sign (#), and comma (,).  A comma
inserts a 2-second pause in the dialing string. 
						

							Console Operations5-22   Issue 2.5   October 1999 Changing the Information in a PC Console
DirectoryRefer to the following procedures to maintain the information in a PC Console
directory.
You can add, change, and delete individual entries in any PC Console directory.
This includes any notes that are saved with the person’s entry in a PC Console
directory.  You will typically use any note fields to remind yourself (or others) of
information that may be relevant when taking calls for that person.  Some
examples are information about vacation, travel status, or the hours during
which the person can be reached.
To add an entry to the PC Console directory:
1. From the PC Console directory window, click the Add button.
n The Record Display screen is displayed and the first field is active.
2. Type the information required for this field; then press TAB or ENTER.
n The cursor moves to the next field.
3. Repeat Step 2 until all of the necessary information has been entered
for this record.
4. To save this new entry, click the Save button.
To edit an entry in the PC Console directory:
1. Locate the person whose entry you want to edit.  (Refer, if necessary,
to the procedure entitled “To search for an entry in a PC Console
directory.”)
2. Click the Edit button.
n The Record Display screen is displayed.
3. Edit the appropriate information, using the mouse or TAB key to move
between the various fields.  You can use the standard Windows
editing features to add, change, or delete information in any displayed
field.
4. To save this modified entry, click the Save button. 
						

							Console OperationsIssue 2.5   October 1999  5-23 To delete an entry in the PC Console directory:
1. Locate the person whose entry you want to delete.  (Refer, if
necessary, to the procedure entitled “To search for an entry in a
PC Console directory.”)
2. Click the Delete button.
n A message box asks for confirmation of this deletion.
3. Click Yes.
n This entry is deleted from the PC Console directory.
Exiting the PC Console Directory FunctionsTo exit the PC Console directory functions:
1. Click its Quit button or press F2.
n The PC Console directory window is closed. 
						

							Switch Features6Issue 2.5   October 1999   6-1 This chapter contains brief descriptions, and step-by-step procedures for the
switch features that are most commonly used by the PC Console operator.
These features are presented alphabetically.
Abbreviated DialingAbbreviated Dialing (AD) provides a mechanism to store numbers that any
attendant can access for placing calls and activating features.  This feature
reduces the number of keystrokes required for dialing — making calling more
error-free.
The System Manager can assign AD feature buttons to some positions to allow
one-button dialing of selected numbers, and other AD feature buttons to allow
access to AD lists.  These multi-digit numbers can be called by clicking the
associated AD feature button, then dialing an entry number from that list.
Storing frequently-used feature access codes on AD feature buttons is especially
convenient for the attendant.  The AD feature buttons can also be used for
storing long-distance and international numbers. 
						

							Switch Features6-2   Issue 2.5   October 1999To activate a feature or place a call using the Abbreviated Dialing feature:
1. Click the AD feature button assigned to the desired list code or
telephone number.
  If the AD feature button is linked to a list code, use the keypad or
keyboard to type the desired entry number on its associated list.
2. Continue the call in the normal way.
Attendant Call WaitingThis feature allows a call extended from the console to a busy single-line
telephone inside the system to wait at the called telephone.  Call Waiting is
automatic.  After the extension is dialed, the attendant hears Call Waiting
ringback tone, and the busy telephone user hears a 2-burst tone.
You must tell the calling party that the extension is busy and the call is waiting,
before you click the Release icon  or press F8.  It is important to
complete this step before the call returns.
When you put a call in waiting and click the Release icon  or press F8,
the call is off the console, and other calls can be handled.
If the call is not answered before a preset time expires, the call returns to the
console.  The timed-reminder tone is heard, and the call identification and call
purpose are displayed on the call bar.  Answer the returning call the same way
that you would answer any incoming call.  If the call progress condition is:
Attendant Intrusion not allowed and Attendant Call Waiting not allowed, busy
tone will be returned to the attendant.  (Refer to “Timed Reminder,” in the
“Timing” section of this chapter for more information on handling a returned
call.)
To tell the calling party that the extended call is waiting:
1. Click the Split feature button.
n The console is reconnected to the calling party.
n The Split feature button is displayed in gray.
n The Call Waiting ringback tone is now heard by the calling party.
2. Tell the calling party that the call is waiting.
3. Click the Release icon  or press F8.
n The call is released from the console. 
						

							Switch FeaturesIssue 2.5   October 1999  6-3   Attendant Conference  This feature allows the attendant to arrange a conference call with as many as
five conferees.  See Conferencing Multiple Parties Together on a Call in
Chapter 5 for step-by-step instructions.
  After the conference call is arranged and all the conferees are added, a conferee
may recall you.  If so, handle the call as described in the procedure for
“Attendant Recall,” later in this chapter.
 
   NOTE:
  An attendant can use TGU/TGE tie trunks (if available) to call a user
directly on a satellite switch, or to consult with users on the satellite
while an external or internal call is on hold.  Attendants can access a
TGI trunk directly, or with a call on hold.  (Consultation with users on
the main switch is an internal attendant feature, not involving
TGU/TGE or TGI trunks.)
  Attendant Control of Trunk Group
Access  This feature allows attendants to control access to as many as twelve trunk
groups, loudspeaker paging zones, or code calling zones per console.  Calls
from system users to the trunk group under attendant control redirect to an
attendant console.
  The Attendant Control of Trunk Group Access feature is normally activated when
the Trunk Group button is displayed in pink, indicating a warning.  Your System
Manager will tell you when and how to use this feature.
  When the call is redirected, the call bar display identifies the following:
n Call appearance button; for example:  c=
n Calling party and trunk that the calling party tried to access
n Call purpose; for example “tc”
To activate attendant control of trunk group access:
1. Click the Control Activate feature button.
n The Control Activate feature button is displayed in white. 
						

							Switch Features6-4   Issue 2.5   October 19992. Click the Trunk Group button of the trunk group to be controlled while
observing the Control Activate feature button and the specified Trunk
Group button.
n If the Control Activate feature button is displayed in gray, and the
specified Trunk Group button is displayed in white; this indicates
that the operation is allowed.
n If the Control Activate feature button changes to pink, then goes
gray, and the specified Trunk Group button remains gray; this
indicates that the operation is denied.  Return to Step 1.
To deactivate attendant control of trunk group access:
1. Click the Control Deactivate feature button.
n The Control Deactivate feature button is displayed in white.
2. Click the Trunk Group button of the trunk group for which control is to
be deactivated, while observing the Control Deactivate feature button
and the specified Trunk Group button.
n If both the Control Deactivate feature button and the specified
Trunk Group button are displayed in gray; this indicates that the
operation is allowed.
n If the Control Deactivate feature button changes to pink, then goes
gray, and the specified Trunk Group button remains white; this
indicates that the operation is denied.  Return to Step 1.
Attendant Direct Trunk Group
SelectionThis feature allows the attendant to select a trunk group for an outgoing call,
loudspeaker paging zone, or code calling zone by clicking a Trunk Group button.
The procedures for activating this feature are incorporated into all the calling
procedures that require trunk access.  Each attendant console has twelve Trunk
Group buttons.  Feature buttons may also be used as Trunk Group buttons.  This
allows up to twenty-four Trunk Group buttons on a console.