Lucent Technologies DEFINITY PC Console Release 2.5 Users Manual

							   Operating in a Centralized
Attendant Service
Environment
 8  
  Issue 2.5   October 1999   8-1   An Overview of the CAS Environment  The Centralized Attendant Service (CAS) feature allows system users served by
separate switches at two or more locations to concentrate the attendant positions
at one location.  This location is called the CAS main.  The other locations,
typically without attendants, are called CAS branches.  All locations within the
CAS environment have separate LDNs.
  Incoming calls to the CAS main are handled as if the switch were a stand-alone
system.  Any attendant-seeking calls at a CAS branch are routed to the
attendant consoles at the CAS main over Release Link Trunks (RLTs).  The
RLTs are special trunks that are used only for attendant-seeking calls from the
CAS branches.  The CAS attendant cannot originate a call over an RLT.
  The CAS calls may be any calls that would normally go to the local attendant
console.  The CAS attendant answers these calls and then extends them (over
the same RLT) to the requested extension or external number at the branch.
When the CAS attendant releases, the RLT is free for another call.  The
extended call will return to a CAS console if it is not answered within a preset
time.
  The CAS calls can also be held at the console, placed on Remote Hold, or
released (ended).  The CAS calls can be held on the console, just like any other
call.  Remote Hold is a feature used by CAS attendants that allows a call to be
held at the branch location.  This feature frees the console and the RLT for other
calls.  As with extended calls, a call on Hold or Remote Hold will return to a CAS
console if it is not answered within a preset time.
  To speed the dialing procedure when extending a CAS call, the CAS attendant
can use the following features:
n Abbreviated Dialing
n Attendant Direct Trunk Group Selection 
						

							  Operating in a Centralized Attendant Service
Environment
   8-2   Issue 2.5   October 1999n Hundreds Group button and associated Busy Lamp Fields
 
   NOTE:
  The Busy Lamp Fields do not indicate busy extension numbers at
the branch locations.
n Facility Busy Indication
  Also, when extending a CAS call, the attendant can use some of the branch
features such as Code Calling Access and Loudspeaker Paging Access.
  The following features do not function on CAS calls:
n Attendant Auto-Manual Splitting
n Attendant Conference
  Tones Associated with CAS Calls  In addition to the normal attendant console tones, the following call identification
tones are associated with CAS calls:
 
   NOTE:
  LDN (incoming trunk) call — three short bursts of low-pitched tone.
Branch locations served by 770A or 812A PBX switches do not send LDN
call identification tone.
n Dial 0 call from branch (telephone to console) — An on/off low-pitched
tone.
n Recall on Call Waiting — A short burst of low-pitched tone.
n Remote Hold Recall — A series of four through six cycles of an on/off
low-pitched tone.
n Recall on Don’t Answer — Normal ringback tone for about 1/4 second,
followed by connection to normal ringing. 
						

							  Operating in a Centralized Attendant Service
Environment
   Issue 2.5   October 1999  8-3 Attendants who are authorized to use the Facility Test Call feature (see
Chapter 6, “Switch Features”) can access and listen to the tones associated with
CAS calls.  To access these tones, perform the following procedure:
1. Dial the Facility Test Call access code.  Dial tone is heard.
2. Press the * key and one of the following 2-digit tone numbers:
Tone NumberType of Call32Listed Directory Number (LDN)33Dial 036Recall on Don’t Answer38Recall on Call Waiting Tone40Remote Hold Recall ToneCall Bar Display InformationWhen an incoming attendant-seeking call for a branch location arrives at the
CAS console, the call bar will identify the calling location.  For example, the call
bar might show “PARKWAY” — indicating that the call is intended for the
Parkway location of your company.  You can answer the call with the name of
that location.  If the system is part of a DCS, the call bar will show the following
information for CAS calls:
Type of CallCall Bar Will ShowLDNIncoming Trunk NameDial 0Caller’s Name and ExtensionRemote Hold RecallCaller’s Name and ExtensionOthers (including Coverage Calls)RTL Name and Trunk Access CodeA Trunk Name feature button, which is useful in a DCS environment, can be
administered on the PC Console.  Since the normal DCS display from a system
user is name and extension number, you may not know which branch location
originated the call.  However, if you click the Trunk Name feature button while
on an active call from a system user, the RLT name will be displayed.
The Trunk Name feature button can also be clicked to display the name of an
outgoing trunk group that is administered for no outgoing display. 
						

							  Operating in a Centralized Attendant Service
Environment
   8-4   Issue 2.5   October 1999 Operating ProceduresTo answer an incoming CAS call:
1. Click the Answer icon  for the incoming call, or highlight its call
bar and press F6.
n Ringing stops.
n Call identification tone (if it is provided by the branch) is heard.
n The call bar identifies the originating branch location.
n You are connected to the calling party.
n The Transfer , Hold , Release , and
Conference  icons are displayed on the call bar that is
associated with this call.
n The Position Available indicator is turned off.
2. Assist the calling party as necessary.  The call can now be extended,
held at the console, placed on Remote Hold, or ended.
To extend a CAS call to the originating branch:
1. Click the Transfer icon , or highlight the call bar associated with
the call and press F6.
n The call is automatically placed on hold.
n A Retrieve icon  is displayed on the call bar.
n The calling party is separated from the connection.
n You hear dial tone from the branch location.  NOTE:
Do not go to the next step until you hear dial tone.  The call
will not go through if you dial the number before you hear
dial tone. 
						

							  Operating in a Centralized Attendant Service
Environment
   Issue 2.5   October 1999  8-5 2. Dial the internal or external number to which you want to transfer the
call.  You can either:
Use your keyboard or telephone keypad to dial the extension or
external number, or
Click the Hundreds Group button, then the Busy Lamp Field that is
associated with a particular extension.
3. If Auto Transfer is not enabled, click the Release icon  or press
F8, to complete the transfer.  You can do this either before or after
your calling party has answered.  (If Auto Transfer is enabled, this step
will occur automatically.)
n The call is released from the console and transferred.
4. If the called party is busy, does not answer, or declines to talk to the
calling party, click the Cancel icon  or press F7.
n You are reconnected to the calling party.
n The call attempt is canceled.
n Call progress tones stop.
Explain to the calling party that the called party cannot be reached.  If
the calling party wants to wait, extend the call again; then click the
Release icon  or press F8.  If the calling party does not want to
wait, take a message or ask the calling party to try again later, then
click the Release icon  or press F8.
To extend a CAS call to a branch other than the originating branch:
1. Click the Transfer icon , or highlight the call bar associated with
the call and press F6.
n The call is automatically placed on hold.
n A Retrieve icon  is displayed on the call bar.
n The calling party is separated from the connection.
n You hear dial tone from the branch location. 
						

							  Operating in a Centralized Attendant Service
Environment
   8-6   Issue 2.5   October 1999  NOTE:
Do not go to the next step until you hear dial tone.  The call
will not go through if you dial the number before you hear
dial tone.
2. If your company locations do not have a UDP, dial the trunk access
code for the requested other branch location (as administered at the
originating branch).
3. Use your keyboard, telephone keypad, or Hundreds Group button and
Busy Lamp Field to dial the desired extension number of the other
branch.
4. If Auto Transfer is not enabled, click the Release icon  or press
F8, to complete the transfer.  You can do this either before or after
your calling party has answered.  (If Auto Transfer is enabled, this step
will occur automatically.)
n The call is released from the console and transferred.
5. If the called party is busy, does not answer, or declines to talk to the
calling party, click the Cancel icon  or press F7.
n You are reconnected to the calling party.
n The call attempt is canceled.
n Call progress tones stop.
Explain to the calling party that the called party cannot be reached.  If
the calling party wants to wait, extend the call again; then click the
Release icon  or press F8.  If the calling party does not want to
wait, take a message or ask the calling party to try again later, then
click the Release icon  or press F8.  The call is released from
the console.
To put a CAS call on Remote Hold at the originating branch location:  NOTE:
When a CAS caller wishes to wait, the call should be put on
Remote Hold (not Hold) to free the console and the RLT for
other calls.
1. Click the Transfer icon , or highlight the call bar associated with
the call and press F6. 
						

							  Operating in a Centralized Attendant Service
Environment
   Issue 2.5   October 1999  8-7 n The call is automatically placed on hold.
n A Retrieve icon  is displayed on the call bar.
n The calling party is separated from the connection.
n You hear dial tone.
2. Dial the Remote Hold feature access code as administered at the
originating branch location.
3. Listen for the Remote Hold confirmation tone, then click the Release
icon  or press F8.
n The call is released from the console.
To answer a returning call that was previously extended or put on Remote
Hold:
1. Click the Answer icon  for the returning call, or highlight its call
bar and press F6.
n Ringing stops.
n Recall tone (if it is provided by the branch) is heard.
n You are connected to the returning call (and to the ringing line if the
call was previously extended).
n The Transfer , Hold , Release  and
Conference  icons are displayed on the call bar that is
associated with this call.
n The Position Available indicator is turned off.
2. Report to the calling party.
n If the calling party still wants to wait and the call was previously
extended, go to Step 3.
n If the calling party wants to be connected to another extension, go
to Step 4.
n If the calling party wants to continue to hold, reactivate Remote
Hold.
3. Click the Release  icon or press F8.
n The call is re-extended.  (Dialing is not necessary.) 
						

							  Operating in a Centralized Attendant Service
Environment
   8-8   Issue 2.5   October 1999  NOTE:
You need to re-extend (dial again) if the previously extended
call was extended to a single-line telephone or if Remote Hold
was reactivated.
4. Click the Cancel icon  or press F7.
n The ringing line is dropped from the connection, but only if it was
previously extended.
n You may now extend the call to another extension.
  CAS Backup Service  The CAS Backup Service provides for CAS attendant-seeking calls to terminate
at an extension number at the CAS branch location.  This extension number
may be assigned to an attendant or a telephone user.
  The CAS Backup Service can be activated:
n Manually by the user at the CAS backup position.
When CAS Backup Service is manually activated, it can also be manually
deactivated.
n Automatically by the system when the RLTs are maintenance-busy, or are
out of service.
When the system activates CAS Backup Service, the system will also
deactivate it when the RLTs are available again.  The user at the CAS
backup position cannot deactivate CAS Backup Service if it was activated
by the system.
When CAS Backup Service is active, all attendant-seeking CAS calls for the
branch location will terminate at the backup position.  The backup position can
then extend or transfer calls just like any other incoming call.
To activate CAS Backup Service:
1. Click the CAS Backup feature button.
n The CAS Backup feature button is displayed in white.
To deactivate CAS Backup Service:
1. Click the CAS Backup feature button.
n The CAS Backup feature button is displayed in gray. 
						

							  Operating in a Centralized Attendant Service
Environment
   Issue 2.5   October 1999  8-9   CAS Night Service Operations  When the CAS attendant activates Night Service for the CAS main location,
CAS calls will terminate at the CAS main night service destination.  If the night
destination is not a console, CAS calls will be answered at a telephone.
  When a CAS call is extended by a Night Service telephone user, that call will
return to the Night Service telephone if it is not answered.  The Night Service
telephone user can then put the call on Remote Hold (if the calling party wishes
to wait), or ask the calling party to call again later.