Lucent Technologies DEFINITY PC Console Release 2.5 Users Manual

							Switch FeaturesIssue 2.5   October 1999  6-5 Attendant Intrusion (Call Offer)
(Generic 3r)Enables an attendant to enter an existing call on either a digital or analog station
to offer a new call or message to the called party.
To activate Attendant Intrusion:
1. Answer the call in the usual way.
2. Extend the call as usual.
3. Click the Intrusion feature button if the called party is busy or has call
waiting.
n You are bridged on to the call and an intrusion tone (if one is
administered) is heard by both parties on the call.  Announce the
incoming call or message.
4. Click the Transfer icon  or press F6.  NOTE:
You can perform this step only if Auto Transfer is not enabled.  If
Auto Transfer is enabled, the call is transferred automatically.
If no limitations exist (see the following list of interactions) one of the
following happens:
n If the called station is digital, the calling party is connected to an idle
call appearance button where the called party may pick up the call.
n If the called station is analog, the calling party is Call Waiting until
the called party picks up the call.
  Interactions  Attendant Intrusion interacts with other features as follows:
n If a station is on a conference call with the administered maximum
number of conferees, the attempt to intrude on the station will be
denied.
n If there is one call already Call Waiting for the called party, the
calling party will not be able to wait for the called party using Call
Waiting.
n If a call is established with Data Privacy activated, the attempt to
intrude on the call will be denied.
n If a station in a call is administered with Data Restriction, the
attempt to intrude on the call will be denied. 
						

							Switch Features6-6   Issue 2.5   October 1999n If an attendant attempts to intrude on a call on a station which is a
forward-to point of another station, the intrusion will be denied.
n If an attendant attempts to intrude on a busy station where the
station is talking to another attendant, the intrusion will be denied.
  Attendant Lockout  This feature prevents the attendant from reentering a multi-party call held on the
console unless recalled by a system user on the call.  If an attempt to reenter a
held call is denied, the call bar is displayed in red.  This means that the
Attendant Lockout feature is active for all attendant consoles.  Attendant Lockout
does not apply to Individual Attendant Access calls that are held on the console.
 
   NOTE:
  This feature is available to PC Console only if it has been correctly
administered at the switch.
  Attendant Override of Diversion
Features (Generic 3r)  Attendant Override of Diversion Features allows you to bypass any diversion
features invoked by and/or associated with a dialed extension.  Diversion
features are any features which, when activated, cause the call to alert to a point
different from the dialed station.  Specifically, the diversion features are Send All
Calls, Call Coverage, and Call Forwarding All Calls.  This includes cases in
which the call alerts at the dialed station and is later transferred, as in the case
of Busy Don’t Answer.
  Before originating a call, the attendant clicks the Override feature button.  The
feature is activated and the Override feature button is displayed in white.
  If the attendant dials an invalid extension, clicks the Cancel icon , or
presses F7 while dialing, Attendant Override of Diversion Features remains
active.
  To deactivate the feature, the attendant again clicks the Override feature
button; the Override feature button is displayed in gray.  This feature is also
deactivated when the call to a dialed extension is terminated, or a trunk/feature
access code is dialed.
  The attendant can activate or deactivate Attendant Override of Diversion
Features while dialing. 
						

							Switch FeaturesIssue 2.5   October 1999  6-7   Attendant Priority Queue (Generic 3r)  This feature is used to handle incoming calls to the attendant group or to an
individual attendant when the call cannot be immediately terminated to an
attendant.  Such calls are placed in the Attendant Priority Queue in an ordered
fashion based on a priority queue level and the timestamp associated with the
call.
  Twelve different categories of incoming attendant calls are defined, in which
each has a designated Attendant Priority Queue level.  Although each of these
categories has a given default level, the System Manager may specify a priority
queue level for any or all categories through system administration.
  The category for Emergency Call to the Attendant Group is always defaulted to
the highest queue level priority, with all other categories defaulted to a lower
priority.
  A call placed in the Attendant Priority Queue is associated with one of the
following 12 priority queue categories:
n Emergency Call to the Attendant Group — Originated by a station user
who has dialed the administerable emergency access code.
n Assistance Call to the Attendant Group — Originated by a station user
who has dialed the attendant group access code, or who has the Manual
Origination feature activated.
n Attendant Group Call over a CO/FX/WATS Trunk — An incoming trunk
call directed to an attendant group.  (This does not include trunk calls
returned to the attendant group after a timeout or some type of deferred
attendant recall.)
n Attendant Group Call over a DID Trunk — Also an incoming trunk call
directed to an attendant group, except that it is placed over a DID trunk.
n Attendant Group Call over a Tie Trunk — Also an incoming trunk call
directed to an attendant group, except that it is placed over a tie trunk (dial-
repeating or direct types).
n Redirected DID or Redirected ACD Call — A DID or ACD call which times
out due to ring and/or no-answer, busy condition (if applicable), or Number
Unobtainable; and is rerouted back to the attendant group.
n Attendant Redirected Call — A call assigned to terminate at an individual
attendant, but subsequently rerouted to the attendant group because the
individual attendant console is busy on another call.
n Attendant Return Call — A call returned to the attendant after a timeout of
an extended station or trunk call.  Such a call is intended to return to the
attendant who extended it.  However, if that console is busy on another call,
the extended call is returned to the attendant group.  This category is a type
of Attendant Redirected Call with its own identity to allow assignment of an
Attendant Priority Queue level. 
						

							Switch Features6-8   Issue 2.5   October 1999n Serial Call — Originated by the Attendant Serial Calling feature when an
outside trunk call (designated as a serial call by an attendant) is extended to
and completed at a station, and then the station user goes on-hook.  If the
attendant who extended the serial call is busy on another call, the serial call
is redirected to the attendant group.
n Individual Attendant Access Call — Originated by a station user, incoming
trunk call, or system feature which uses the Individual Attendant Access
extension to direct a call to a specific attendant.  If the individual attendant is
busy on another call, the call is queued until the individual console is idle.
Then the queued call is terminated to the individual attendant console.
n Interposition Call — Originated by one attendant who directs a call to
another attendant by dialing the Individual Attendant Access extension.  This
category is a type of Individual Attendant Access call with its own identity to
allow assignment of an Attendant Priority Queue level.
n Miscellaneous Call — Other calls, such as Automatic Circuit Assurance
calls, not covered in the above call categories.  A priority level is assigned to
each category, so that calls are answered on a priority basis.  The
assignment of a priority level to each category is administerable.  The same
priority level can be assigned to more than one category.  By assigning all
categories the same priority level, a first-in/first-out queue is achieved.
Calls are prioritized within an Attendant Priority Queue level by a timestamp
associated with each call.  This timestamp indicates the relative time (with
respect to all calls in the queue) that a call was placed in the Attendant Priority
Queue after attempting to terminate to the attendant group or an individual
attendant.
When at least one call is queued in the Attendant Priority Queue, the Calls
Waiting indicator lights on all active attendant consoles.  If the number of calls
in the queue reaches the administrable attendant group calls waiting threshold,
the Calls Waiting Warning indicator lights steadily on all active attendant
consoles.
Attendant RecallThis feature allows a system user on a 2-party call or a conference call held on
the console to recall the attendant for assistance.
When an attendant is recalled, the call purpose “rc” (attendant recall), appears
on the call bar display, indicating that a user is requesting assistance.  The call
bar is displayed in red, and the attendant hears ringing.
If a hunt group call to an individual attendant is being held on the console, a
system user who is active on the call cannot recall the attendant.  However, this
user can transfer calls or make conference calls.  NOTE:
To recall the attendant, an analog telephone user presses the Flash
button; a multi-line telephone user presses the Conference button. 
						

							Switch FeaturesIssue 2.5   October 1999  6-9 To answer the recall:
1. Click the Retrieve icon  for the call, or highlight its call bar and
press F7.
2. Assist the calling party as necessary.
Attendant Serial Call (Generic 3r)Attendant Serial Call enables the attendant to transfer trunk calls that return to
the same attendant position after the called party hangs up.  The returned call
may then be transferred to another station within the switch, and this can
continue to recur.
This feature was developed in response to international needs.  In some places,
trunks are scarce and Direct Inward Dialing services are unavailable.  This can
cause an outside caller to have to redial often to get through to a location
because trunks are so busy.  This feature allows people who are calling from an
outside trunk, and who need to make several calls to others on the switch, to
keep the use of the line into the switch until all their calls are completed.
To activate Attendant Serial Call:
1. Answer the call in the usual way.
n Click the Serial Call feature button if the calling party needs to
speak to more than one person in the company (on an inside
extension).
n The Serial Call feature button is displayed in white.
2. Extend the call to the first extension, following the usual procedures.
n When the calling party is finished with the first call, the party is
routed to the attendant console.
n The call bar shows the incoming call as a Serial Call in the call
purpose area of the display.  (The “sc” indicates a Serial Call.)
3. Answer the call, then extend it to the next extension.
Once the Serial Call feature is activated, it will remain activated until either the
trunk drops from the switch, or the attendant deactivates the feature manually by
clicking the Serial Call feature button. 
						

							Switch Features6-10   Issue 2.5   October 1999 Auto Hold (Generic 3r)When the Auto Hold feature is enabled, an active call is automatically placed on
hold when another call appearance button is selected; such as answering an
incoming call.  Click the Release icon  or press F8 to drop an unwanted
active call.  Auto Hold (also called Hold-Automatic) is a system-wide feature;
it cannot be administered on a per-telephone basis.  NOTE:
This feature is available to PC Console only if it has been correctly
administered at the switch.
Auto Start and Don’t Split (Generic 3r)Auto Start allows the attendant to initiate a phone call by pressing any number, *,
or #, on the dial pad or keyboard while the focus is within the Feature Button or
Call Handling area of the PC Console screen.
The Auto Start feature must be administered system-wide.  If the attendant is on
an active call and either presses digits on the dial pad, clicks on a Trunk Group
button, uses the dial capabilities of PC Directory, or clicks on a Hundreds Group
button then clicks on an associated extension, the system automatically splits
the call and begins dialing the next call.
When the Auto Start feature is enabled and an attendant dials an AAR number
where the minimum and maximum in the AAR analysis table are not equal, then
the attendant must dial a pound sign (#) after the dial string, or the call will not
be processed.
Touch-tones (DTMF) are not sent when Auto Start is in effect.  If you need to
send touch-tones to the far end (to pick up answering machine messages, for
example) use the Don’t Split feature to disable Auto Start temporarily, and to
send DTMF.
To use Auto Start to initiate a call when you are not already on a call:
1. Make certain the focus is within the Feature Button or Call Handling
area on the PC Console screen.  (You can press F3 to move the focus
to the Feature Button area, or F5 to move the focus to the Call
Handling area.)
2. If you are dialing a telephone number, dial the outbound number.
You can use a Trunk Group button, the search and dial capabilities of
PC Directory, your keyboard, or the telephone keypad to access the
outgoing trunk and dial the call.  You can enter numbers 0 through 9,
comma, asterisk (*), and pound sign (#). 
						

							Switch FeaturesIssue 2.5   October 1999  6-11 3. If you are dialing an extension number, you can use the search and
dial capabilities of PC Directory, use your keyboard or the telephone
keypad to dial the extension number; or click the Hundreds Group
button, then the Busy Lamp Field associated with that extension.
n As soon as you begin to dial, you hear dial tone.
n The background of an available call bar changes to white.
n The call bar assigns a letter identification (such as c= ) to the call.
n The call bar displays the called party’s telephone number.
n The number is dialed.
n The Transfer , Hold , Release  and
Conference  icons are displayed on the call bar that is
associated with this call.
To use Auto Start to extend the active call to another extension:
1. Begin dialing, using your keyboard or telephone keypad, using the
search and dial capabilities of PC Directory, or using Hundreds Group
button and Busy Lamp Field.
n The active call is automatically put on hold.
2. Once the called party answers, click the Transfer icon  or press
F6 to extend the call.
n The call is released from the console.
To use Don’t Split:
1. Click the Don’t Split feature button to send touch-tones on an active
call.  The call remains active.
2. If you are dialing a telephone number, dial the outbound number.
You can use a Trunk Group button, the search and dial capabilities of
PC Directory, your keyboard, or the telephone keypad to access the
outgoing trunk and dial the call.  You can enter numbers 0 through 9,
comma, asterisk (*), and pound sign (#).
If you are dialing an extension number, you can use the search and
dial capabilities of PC Directory, use your keyboard or the telephone
keypad to dial the extension number; or click the Hundreds Group
button, then the Busy Lamp Field associated with that extension.
n The touch-tones are sent to the far end.
3. Click the Cancel icon  or press F7 to deactivate Don’t Split. 
						

							Switch Features6-12   Issue 2.5   October 1999 InteractionsAuto Start and Don’t Split interact with other features as follows:
n If the Auto Start feature is administered, the attendant must use Don’t
Split when extending a Centralized Attendant Service (CAS) call.
n If Visually Impaired Attendant Service (VIAS) is administered, the Auto
Start feature is activated automatically without administration.
n When Auto Start is enabled and an attendant dials an AAR number where
the minimum and maximum in the AAR analysis table are not equal, the
attendant must dial a pound sign (#) after the dial string, or the call will not
be processed.
  Automatic Alternate Routing and
Automatic Route Selection  Automatic Alternate Routing (AAR) selects the most-preferred route (normally
the most-direct route) for private network calls.
  Automatic Route Selection (ARS) selects the most-preferred route (normally the
least-expensive route) for long-distance calls.
  You will place or extend AAR/ARS calls the same way that you place or extend
other calls, except that you dial the AAR/ARS access code and the outside
number instead of dialing a trunk access code or clicking a Trunk Group button
and dialing the number.
  If intercept tone is heard after dialing, the call is not authorized.  If reorder tone
(fast busy) is heard, or if the called party is busy, try the call later.
  Automatic Answer  If Automatic Answer (an ACD agent answering option) is on, and you are not
currently on a call, you do not need to click the Answer icon  or press F6
to answer an incoming call.  However, if you are already on a call, incoming
calls are instead put on hold.
  This feature is administered at each individual console, instead of for the entire
system.  The Automatic Answer feature can be used only when you are using a
headset connected to the console.
  Automatic Circuit Assurance  Refer to the description of this feature in Chapter 9, “Troubleshooting.” 
						

							Switch FeaturesIssue 2.5   October 1999  6-13   Busy Verification of Telephones and
Trunks  Refer to the description of this feature in Chapter 9, “Troubleshooting.”
  Call Coverage  The Call Coverage feature redirects unanswered internal and/or DID calls to an
alternate answering position.  (The DID calls are placed by an outside caller and
go directly to the called extension without your assistance.)  The console can be
an alternate answering position.
  When a call is redirected through the Call Coverage feature to the console, the
call bar display identifies the calling and called parties, and shows a Call
Purpose Identifier (code).  (Refer to the Glossary for a complete list and
description of the various Call Purpose Identifier codes.)  The codes associated
with Call Coverage, and their meanings, are:
n b (Busy) - The called telephone user is active on a call, and the called
telephone has a temporarily bridged appearance of the call.
n d (Doesn’t Answer or Cover) - The called telephone was not answered, or
the calling system user sent the call to coverage.  This code also means
that the called telephone has a temporarily bridged appearance of the
call.
n s (Send All Calls) - All calls are being sent temporarily to coverage.
  The most common reason for sending all calls to coverage is that the person
who normally answers the call is unavailable for an extended period of time
(perhaps due to vacation or illness).  When Send All Calls is activated at a
telephone, all incoming calls to that telephone will immediately redirect to
coverage.  This redirection means that the telephone does not ring, and the
calling party does not have to wait so long for the call to be answered.
  When a redirected call arrives at the console, the left portion of the display on
the call bar identifies the source of the call (showing a name, number, or other
identification) and identifies the destination of the call (showing a name or
number).  The right portion of the call bar shows the call purpose code.  For
example:
  TOM SMITH to BILL JONESs  The display above indicates an inside call from Tom Smith to Bill Jones.  Mr.
Jones has activated Send All Calls, and all of his calls are being temporarily
redirected to coverage.  Proper names (Smith, Jones, etc.) or extension
numbers indicate inside calls. 
						

							Switch Features6-14   Issue 2.5   October 1999  Outside calls are identified by the name assigned to the trunk group on which
the call arrived.  For example:
  LOCAL to BILL JONESb  The display above identifies an outside call on trunk group “Local” to Bill Jones.
Mr. Jones is busy on another call, so this call has been redirected to coverage.
  On a call like this, the attendant can answer with Mr. Jones’ name, give a reason
why he did not answer the call, and provide other assistance as required.  Other
assistance normally means one of the following:
n If the calling party indicates that the call is important, determine if Mr.
Jones wants to accept the call.  You can talk to Mr. Jones privately by
clicking the Consult feature button.  If Mr. Jones wants to accept the call,
extend it back to him.
n If someone else can help the calling party, extend the call to that person.
n If the calling party wants to leave a message for Mr. Jones, take the
message and then click the Leave Word Calling feature button.  This
operation leaves an electronic message for Mr. Jones to call you.  When
he calls, you can relay the message.
n If the calling party is an internal system user and the message is simply to
return the call, you can click the Cover Callback feature button to leave a
message for Mr. Jones to call the calling party.  You do not have to
verbally relay the message, and the electronic message does not indicate
that you were ever on the call.
On any coverage call that you answer, the called party may pick up the call
before you disconnect.  That is, a 3-way call can exist.  If this occurs, you can
simply click the Release icon  or press F8 to release the call; the calling
and called parties will remain connected.
Handle a redirected call according to the type of call.  Your available options,
listed below, are Consult and Coverage Callback.  NOTE:
This feature is available to PC Console only if it has been correctly
administered at the switch.