Lucent Technologies DEFINITY PC Console Release 2.5 Users Manual

							  Troubleshooting
   Issue 2.5   October 1999  9-31   Trunk Group Busy/Warning Indicators to
Attendant
  This feature provides the attendant with a visual indication of the trunk group
status for each of the Trunk Group buttons displayed on the console.
n Gray — Indicates normal.  Less than a preset number of trunks in the
associated group are busy.
n Pink — Indicates that a preset number of trunks in the associated trunk
group are busy.
n Red — Indicates that all trunks in the associated trunk group are busy.
Feature buttons can also be administered as Local Trunk Group buttons and
Remote Trunk Group buttons; for a total of up to twelve more Trunk Group
buttons.  Each of these feature buttons indicates the status of its associated
trunk group; again by changing to the appropriate display color.
Observe these indicators to stay alert to unusual or suspicious conditions, such
as groups that are always busy, or those that are never busy.  Knowing what
hours of the day are typically the most- and least-busy will also prove useful in
analyzing possible trunk problems.  For example, if a trunk group remains red
for a particular group during a period that is not usually busy, it may be that one
or more trunks are out-of-service, but appear to be busy.  Another indicator of a
possible problem situation is the Trunk Group button whose color never seems
to change.  When you notice an unusual situation, use Busy Verification to test
the trunk you suspect is faulty.  NOTE:
DCS is required for the busy and warning indicators associated with
Remote Trunk Group buttons, but the buttons themselves will work without
DCS.
Trunk Identification
When a telephone user in the system experiences noise or poor transmission on
a trunk, the user can conference the attendant into the call.  The attendant can
then use the Trunk Identification feature to identify the specific trunk that is
faulty, then report it for maintenance.  The Trunk Identification feature can also
be used on trunk calls originated by, or received by, the attendant.
The trunk identification (access code and group member number) will be
displayed when you click the Identify Trunk feature button during a call.  If two
trunks are used for a call, the identification of the last trunk added to the call is
displayed.  Trunk Identification cannot be displayed if more than two trunks are
on a call.
The following procedure assumes that you are on an active call; however the
Identify Trunk feature button can be used while a trunk is being accessed, while
digits are being outpulsed on a trunk, or during the intervals that occur between
digit outpulsing. 
						

							  Troubleshooting
   9-32   Issue 2.5   October 1999To identify the specific trunk being used on a call:
1. Click the Identify Trunk feature button.
n The trunk access code and trunk group member number are
displayed on the call bar.
2. Report the trunk problem and all available identification information to
the System Manager or other appropriate maintenance personnel.
Recovering from a Power FailureWhen a power failure occurs, any calls that were active or on hold are
automatically terminated.  The console itself will also lose power and need to be
restored.  In addition, some switch features may need to be readministered.
To recover from a power failure:
1. Bring the PC and PC Console back online.  If you experience difficulty
doing so, read and follow the instructions in the next section,
“Emergency Procedures.”
2. If your environment requires them, check and/or readminister the
following features.  You will find complete instructions in Chapter 6,
“Switch Features.”
Locate each feature that is relevant to your environment, then follow
the step-by-step procedures provided in Chapter 6 to restore your
system’s normal operating values.
n Attendant Control of Trunk Group Access
For each trunk group, loudspeaker paging zone, or code calling
zone to which PC Console must have access, follow the procedure
“To activate attendant control of trunk group access.”
n Call Forwarding All Calls
For each extension whose calls are to be forwarded to another
extension in the system, follow the procedure “To activate Call
Forwarding All Calls for a particular extension.”
n Controlled Restrictions
For each telephone or group of telephones that were individually
restricted (either outward-, total-, station-to-station, or termination-),
reestablish the appropriate restriction level.  Refer to the procedure
“To activate a restriction.”
n Night Service
If your system was set up to direct attendant group calls to a special
console at night (or during other off-hours), you will need to
reactivate this feature.  Refer to the procedure “To activate Night
Service.” 
						

							  Troubleshooting
   Issue 2.5   October 1999  9-33   Recovering from a PC Failure  If a power failure or hard drive crash should occur at the PC Console station, or
if the PC itself should become inoperable, you will need to bring PC Console
back online.  You may also need to re-administer certain switch features.  (Refer
to the section entitled “Recovering From a Power Failure” for a list of those
features.)
  If you are unable to bring PC Console back online, read through the following
information; then determine and follow the best course of action.
 
   NOTE:
  It is important to note that PC Console controls both the telephone to
which it is attached and the PassageWay Adapter (if applicable).  If
PC Console itself is inoperable, all attached peripherals likewise become
inoperable, and will remain so until the console is either restored or
replaced.
  Emergency recovery information:
n The PC Console position will continue to receive calls, despite its current
condition.  You must busy-out the port that is associated with PC Console, at
the switch.  If this is not possible, turn the attached telephone upside down
and unplug the connector from the connection labeled “LINE” on the bottom
of the telephone.  This will force calls to the PC Console attendant to be
redirected, according to the system administration coverage path.
n If a 302 Attendant Console (either 2- or 4-wire) is available, you can
reconnect this console as a stop-gap measure.  To do so, locate the wire that
connects PC Console to the jack on the wall.  Unplug this wire from the wall
receptacle.  Next, locate the wire on the 302 Attendant Console that connects
the console to a wall jack, and plug that wire into the now-available
receptacle.  This will restore all normal console functionality, including the
Direct Extension Selection display, if one is installed.
n If you want to restore the use of the telephone attached to PC Console, you
can do so; provided that two jacks are available in the immediate vicinity,
and that the second is already administered as a generic DCP port.  Plug the
telephone (normally attached to PC Console) into the second jack.  It will now
operate as a normal DCP telephone.
  
						

							  Glossary 
 
  Issue 2.5   October 1999   GL-1
    Abbreviated Dialing
  The switch feature that provides a
mechanism for storing and recalling
numbers used to place calls and
activate features.  This feature reduces
the number of keystrokes required for
dialing.
  AD feature buttons
  The administered Abbreviated Dialing
feature buttons that allow one-button
dialing of selected numbers or access to
Abbreviated Dialing lists.
  Administration Without Hardware (AWOH)
  The switch feature that provides the
ability to administer station forms
without specifying a port location.  Such
stations are referred to as “phantoms”
and do not generate alarms and errors
when the station is translated but not yet
installed.
  Alarm Indicator
  The indicator that appears on your
screen in the lower right corner when a
system problem is detected.
  Alarm Reported Indicator
  The indicator that appears on your
screen in the lower right corner that
indicates a detected system problem
was reported to the maintenance
organization.
  Alerting Timer
  The switch feature that terminates a
held or unanswered call on a call bar
when the call has not been answered
within a preset length of time (usually
about 40 seconds).
  Attendant Auto-Manual Splitting
  The feature that lets you temporarily
disconnect from a caller, place a call to
another party, and then connect the two
parties together.
  Attendant Call Waiting
  The switch feature that allows a call
extended from the console to a busy
single-line telephone inside the system
to wait at the called telephone.  Attendant Conference
  The switch feature that allows the
attendant to arrange a conference call
with as many as five other conferees.
  Attendant Control of Trunk Group Access
  The switch feature that 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.
  Attendant Direct Trunk Group Selection
  The switch feature that 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.
  Attendant Display
  The switch feature that shows call-
related, personal service, and message
information on the alphanumeric display
of the attendant console.
  Attendant Intrusion
  The switch feature that 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.
  Attendant Lockout
  The switch feature that prevents the
attendant from reentering a multi-party
call held on the console unless recalled
by a system user on the call.
  Attendant Override of Diversion Features
  The switch feature that allows you to
bypass any diversion features invoked
by and/or associated with a dialed
extension.
  Attendant Priority Queue
  The switch feature used to handle
incoming calls to the attendant group or
to an individual attendant when the call
cannot be immediately terminated to an
attendant. 
						

							  Glossary
 
  
  GL-2   Issue 2.5   October 1999
    Attendant Recall
  The switch feature that allows a system
user on a 2-party call or a conference
call held on the console to recall the
attendant for assistance.
  Attendant Serial Call
  The switch feature that enables the
attendant to transfer trunk calls that
return to the same attendant position
after the called party hangs up.
  Auto Hold
  The switch feature that, when enabled,
automatically places an active call on
hold when another call appearance
button is selected.
  Automatic Alternate Routing (AAR)
  The switch feature that selects the most-
preferred route (normally the most-direct
route) for private network calls.
  Automatic Answer
  The feature that causes incoming calls
to be answered automatically, without a
mouse click or F6 button press.  This
feature can be used only when you are
using a headset connected to the
console.
  Automatic Circuit Assurance (ACA)
  A switch feature used for monitoring
possible trunk failures.
  Automatic Route Selection (ARS)
  The switch feature that selects the most-
preferred route (normally the least-
expensive route) for long-distance calls.
  Auxiliary Work Mode
  A mode in which agents are unable to
receive ACD calls.
  Busy Lamp Fields
  The lamps associated with each
Hundreds Group button that indicate the
status of a group of extensions.  Busy Verification of Telephones and
Trunks
  A switch feature used for placing test
calls.
  call bar
  The area near the bottom of the Console
Operations screen that displays
information about one phone call that
you are currently handling.
  Call Coverage
  The switch feature that redirects
unanswered internal and/or DID calls to
an alternate answering position.
  Call Detail Recording (CDR) Account Code
Dialing
  The switch feature that collects call
details on selected incoming and
outgoing trunk calls and creates call
records using this information.
  Call Forwarding All Calls
  The switch feature that allows an
attendant to activate and deactivate Call
Forwarding All Calls for an extension in
the system.
  Call Handling area
  The area near the bottom of the Console
Operations screen that displays six “call
bars,” each providing information about
one phone call that you are currently
handling.
  Call Park
  The switch feature that allows an
incoming call to be put on hold at an
extension, then retrieved from any
telephone in the system.
  Call Purpose Identifier
  A one- or two-letter abbreviation that
appears on the call bar to indicate a call
was directed, redirected, or returned to
the console through an interaction with a
feature.
 
  The general call purpose identifiers are:
  
						

							  Glossary
  
  Issue 2.5   October 1999   GL-3 n co — Controlled Outward
Restriction Call — Indicates a
call from an internal user was
redirected to the attendant
because the user attempted to
make an outgoing call, but
cannot due to Controlled
Outward Restriction.
n cs — Controlled Station-to-
Station Restriction Call —
Indicates a call from an internal
user was redirected to the
attendant because the user
attempted to make a station-to-
station call, but could not due to
Controlled Station-to-Station
Restriction.
n ct — Controlled Termination
Restriction Call — Indicates a
call was redirected to the
attendant because the calling
party attempted to call a user
who has Controlled Termination
Restriction.
n f — Call Forwarding —
Indicates a system user has
forwarded all calls to the
attendant.
n ic — Intercept Call — Indicates
an incoming call has been
redirected to the attendant due
to Intercept Treatment.
n ld — DID LDN Call — Indicates
that the incoming call is a Listed
Directory Number (LDN) call on
a Direct Inward Dialing (DID)
trunk.
n n — Night Service — Indicates
that night service is on and the
call goes to the night service
station.
n na — Night Service Attendant
— Indicates that both the
primary and secondary
attendants were in night service
and position busy mode when a
call came in.  The night service
station attendant (the
secondary) clicked Position
Busy in order to take the call.n rc — Recall Call — Indicates
that a system user, active on a
held call, is requesting attendant
assistance.
n rt — Return Call — Indicates
that an attendant-extended call
was not answered within a
preset time and has returned to
the console.
n sc — Serial Call — Indicates
that a system user has use of
the line into the switch until all
his/her calls are complete.
n tc — Trunk Control — Indicates
that a system user tried to place
an outgoing call, but Attendant
Control of Trunk Group Access
was active for that trunk group,
and the call was therefore
redirected to the console.
 
  When the Call Coverage feature is
active and the attendant is a covering
user, the following call purpose
identifiers are displayed:
 
n b — Busy — Indicates that the
called user is active on a call,
and has a temporary bridged
appearance of the call.
n B — Busy — Indicates that the
called user is active on a call,
but does not have a temporary
bridged appearance of the call.
n d — Don’t Answer or Cover —
Indicates that the user did not
answer or was unavailable, or
that the caller sent the call to
cover.  This also indicates that
the called telephone has a
temporary bridged appearance
of the call.
n s — Send All Calls — Indicates
that the called party is
temporarily sending all calls to
coverage. 
						

							  Glossary
 
  
  GL-4   Issue 2.5   October 1999
    Called Party Identification
  The display that indicates who is being
called.  For calls to a system user, the
display shows the digits as they are
dialed.  After the dialing is complete, the
display shows the called party’s name (if
available) and extension number.  On
outgoing trunk calls the display shows
the digits as they are dialed, followed by
the name and trunk access code
assigned to the trunk group being used.
  Calling Party Identification
  The display that indicates who is calling.
When the call is from a system user, the
display shows the caller’s name or a
unique identification administered for the
telephone being used, along with the
calling party’s extension number.  When
the call is from outside the system, the
display shows the trunk identification,
such as CHICAGO and the trunk access
code assigned to the trunk group used
for the call.
  Centralized Attendant Service (CAS)
  The feature that 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.
  Class of Restriction (COR)
  The switch feature that defines multiple
classes of call origination and
termination privileges.  Systems may
have only a single COR, one with no
restrictions, or multiple CORs to effect
the desired restrictions.
  Class of Restriction Identifiers
  All system users have a Class of
Restriction (COR) to define their calling
privileges.  The COR is a 2-digit
number, followed by a 4-character
identifier.  The attendant must click the
COR feature button to display a user’s
COR.  The COR information can be
obtained from your System Manager.
 
  The COR identifiers are: 
n ORIG — Origination restriction
n OTWD — Outward restriction
n TOLL — Toll restriction
n CODE — Code restriction
n NONE — No restriction
Class of Service (COS)
The switch feature that defines whether
telephone users have access to the
following features:  Automatic Callback,
Call Forwarding All Calls, Client Room,
Console Permission, Data Privacy,
Off-Hook Alert, and Priority Calling.
Clocked Manual Override Option
The Time-of-Day-Routing option that
allows you to specify the day and time
to override the scheduled Time-of-Day
Routing plan.  You can also specify a
day and time for automatic deactivation,
or manually deactivate Clocked Manual
Override.
Code Calling Access
The switch feature that allows the
attendant to page a called party with
coded chime signals in up to nine areas
(zones).
COM Port
The communications port on the back of
the PC to which the telephone or
PassageWay Adapter must be
physically connected.
Companding
The option that determines how the
system will digitize voice signals.
Selecting Mu-Law  permits the system
to digitize voice signals according to the
accepted Mu-Law standards.  Selecting
A-Law requires the system to digitize
voice signals according  to the accepted
A-Law standards. 
						

							  Glossary
  
  Issue 2.5   October 1999   GL-5 Console administration
The procedures that the System
Administrator uses to define your
environment.  This includes identifying
the users who are authorized to access
the PC Console system, and specifying
how the buttons are configured at the
switch by configuring them the same
way within the PC Console software
Console Alarm Indicators
The built-in alarm lamps that indicate
major and minor troubles on the switch.
Feature buttons on the console can also
be administered as alarm indicators to
identify more specific problem
conditions.
Consult
The switch feature option that allows
you to talk with the called party after you
answer a redirected call.
Controlled Restrictions
The switch feature that allows the
attendant to activate or deactivate the
restrictions for individual telephones or
groups of telephones (on a COR basis).
Coverage Callback
The feature option that allows you to
leave a callback message for the called
party after you answer the redirected
call.
Direct Department Calling (DDC)
A switch feature that allows direct
inward access to an answering group
other than the attendant even if the
system does not have the DID feature.
Direct Inward Dialing (DID)
The switch feature that connects calls
from the public network directly to the
dialed extension without assistance from
the attendant.Directory administration
The procedures that the System
Administrator uses to define, and later
identify, the database information
required by PC Console to communicate
with the switch.
display buttons
The administered buttons that access a
display function.  Click the button to
perform the associated task.  When the
button is activated, it turns white.  If it is
deactivated, it turns gray.  If the switch
needs to communicate a problem to
you, the button turns pink. The display
buttons required on every PC Console
are Normal, Next, and Return Call.
Distributed Communications Service
(DCS)
A configuration of 2 to 20 private
switches that are interconnected.  These
switches may be in different
geographical locations.
Diversion features
Any features which, when activated,
cause the call to alert to a point different
from the dialed station.
Don’t Split
The switch feature that temporarily
disables Auto Start, and sends DTMF.
Emergency Access to the Attendant
The switch feature that provides for
emergency calls to be placed to the
attendant automatically by the system,
or dialed by system users; and allows
such calls to receive priority handling by
the attendant.
Emergency feature button
The administered feature button that
turns pink when an emergency call is
placed to the attendant.
Facility Busy Indication
The switch feature that provides a
visible indication of the active/busy
status of a particular trunk group or
extension. 
						

							  Glossary
 
  
  GL-6   Issue 2.5   October 1999
  Facility Test Call
The switch feature that allows
authorized personnel to place test calls
to specific trunks, touch-tone receivers,
time slots, and system tones.
feature buttons
The administered buttons that access a
switch feature.  Click the button to
perform the associated task.  When the
button is activated, it turns white.  If it is
deactivated, it turns gray.  If the switch
needs to communicate a problem to
you, the button turns pink. The feature
buttons required on every PC Console
are Split, Hold, Forced Release, Position
Busy, and Night Service.
Hundreds Group button
The administered button that allows you
to access up to 100 extensions.
hunt groups
A group of extensions that are assigned
the Station Hunting feature so that a call
to a busy extension will reroute to an
idle extension in the group.
Immediate Manual Override Option
The Time-of-Day-Routing option that
immediately changes the active routing
plan to a new plan.
Individual Attendant Access
The switch feature that allows users to
access a specific attendant console by
directly dialing the attendant’s extension
number.
Integrated Directory
The switch feature that enables the
attendant to retrieve extension numbers
from the system directory.  PC Console
can upload this to a special Upload File,
which can then be used by the
PhoneLine MasterDirectory software to
create or refine directories for
PC Console.Inter-PBX Attendant Service (IAS)
The switch feature that allows attendant
positions for more than one branch
location to be concentrated at one
central, or main, location.
ISDN-PRI
The switch feature that provides
additional information to be displayed on
the console.
LAN
A networking arrangement designed for
a limited geographical area.
Language Database
The Microsoft Access database that
contains standard, or possibly
customized, language translations. Its
default location is
pccon2\admin\pcclang2.mdb.
Leave Word Calling
The switch feature that allows the
attendant to leave messages for system
users.
Local Trunk Group buttons
Administered feature buttons that allow
the attendant access to local trunk
groups on the system.
Loudspeaker Paging Access
The switch feature that allows the
attendant to access loudspeaker paging
equipment.
Loudspeaker Paging Access-Deluxe
The switch feature that allows
attendants to access loudspeaker
paging equipment, and park calls with
the activation of only one feature.
Make Busy
The switch feature that temporarily
removes the console from the hunt
group.
Message Retrieval
The switch feature that allows you to
retrieve messages for other system
users.