Lucent Technologies Definity Systems Little Instruction Book For Advanced Administration

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing announcements 
23 Recording announcements 
Announcements/Audio Sources screen
4. In the Name field, type unassigned DID.
5. In the Pro (protected) field, type 
n.
If you enter 
n, users with console permissions can change 
the announcement. If you enter 
y, the announcement 
cannot be changed.
6. In the Port field, type 
01B18.
7. Press 
EN TER to save your work.
Recording announcements
You can record announcements using any phone or console 
whose COS (class of service) provides console permissions. You 
can use 
display cos to review COS permissions.
You also need the announcement feature access code for your 
system. Use
 display feature-access-codes to find the 
announcement access code.
ANNOUNCEMENTS/AUDIO SOURCES
    Ext.   Type      COR  TN Name           Q  QLen Pro Rate Port
 1: 1234_  integrated 1_  1_ unassigned DID n N/A n 32 01B18
2: _____ _________ 1_ 1_ _______________ n
3: _____ _________ 1_ 1_ _______________ n
4: _____ _________ 1_ 1_ _______________ n
5: _____ _________ 1_ 1_ _______________ n
6: _____  _________  1_  1_ _______________ n
 7: _____  _________  1_  1_ _______________ n
 8: _____  _________  1_  1_ _______________ n
 9: _____  _________  1_  1_ _______________ n
10: _____  _________  1_  1_ _______________ n
11: _____  _________  1_  1_ _______________ n 
						

							Managing announcements 
24 Recording announcements 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
The announcement extension must be set up before you record. 
Use 
list station data-module to determine the announcement 
extension.
In our example, use your 8410D phone to record the 
announcement for the unassigned DIDs to extension 1234. Our 
announcement access code is *56.
To record the announcement:
1. Dial the announcement access code.
In our example, we’ll dial *56. You hear dial tone.
2. Dial the announcement extension.
In our example, we’ll dial 1234. You hear dial tone.
3. Dial 1 to begin recording.
4. Record the message.
5. Hang up the phone to end recording.
Tip:
The announcement records the sound of the receiver 
returning to the phone. Hang up gently, press the drop 
button, or depress the switch hook with your finger.
You have to wait 15 seconds before you can dial the extension 
1234 to listen to your announcement. 
If you record an announcement and later you want to re-record 
your announcement, you have to first delete the original message. 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing announcements 
25 Deleting announcements 
Deleting announcements
Let’s delete the unassigned DID announcement assigned to 
extension 1234.
We know that the announcement access code is *56. Use any 
console or phone with console permissions to delete the 
announcement from the announcement circuit pack.
To delete the announcement, use a phone with console 
permissions to complete the following steps:
1. Dial the announcement access code.
In our example, we’ll dial *56. You hear dial tone.
2. Dial the announcement extension.
In our example, we’ll dial 1234. You hear dial tone.
3. Dial 3 to delete the announcement from the announcement 
circuit pack.
4. Hang up the phone.
You also need to remove the information from the system. To 
remove the information, use your system administration terminal 
to complete the following steps:
1. Type 
change announcements and press RETURN.
The Announcements/Audio Sources form appears.
2. Delete the information in the Ext and Type fields.
3. Press 
EN TER to save your work. 
						

							Managing announcements 
26 Backing up your announcements 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Backing up your announcements
Make sure you back up your announcements recorded on TN750 
and TN750B circuit packs. The system loses announcements 
stored on these circuit packs if power is shut down or the circuit 
pack is removed. The TN750C circuit pack has on-board FLASH 
memory so you do not have to back it up. You may want to back 
up the TN750C to another TN750C circuit pack or tape for extra 
security.
You need to administer the data module that is built into the 
TN750 circuit pack before you save your announcements. Use 
add data-module next to access the Announcement Data 
Module form and set up the data module. See DEFINITY ECS 
Administrator’s Guide for more information.
To backup announcements on TN750 or TN750B circuit packs:
1. Type 
save announcements and press RETU RN to save the 
changes. 
This process can take up to 40 minutes. You cannot 
administer your system while it is saving announcements.
NOTE:
If you have both TN750B and TN750C circuit packs, save 
the announcements from the TN750B slot.
See DEFINITY ECS Administrator’s Guide for more information 
about saving announcements. 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing hunt groups 
27 What are hunt groups? 
Managing hunt groups
This section shows you how to set up hunt groups. It explains 
how calls to a hunt group are handled and shows you different 
call distribution methods.
What are hunt groups?
A hunt group is a group of extensions that receive calls according 
to the call distribution method you choose. When a call is made to 
a certain phone number, the system connects the call to an  
extension in the group.
Use hunt groups when you want more than one person to be able 
to answer calls to the same number. For example, set up a hunt 
group for:
na benefits department within your company
na travel reservations service 
						

							Managing hunt groups 
28 Setting up hunt groups 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Setting up hunt groups
Let’s set up a hunt group for an internal helpline. Before making 
changes to the switch, we’ll decide:
nthe phone number for the hunt group
nthe number of people answering calls
nthe way calls are answered
Our dial plan allows 4-digit internal numbers that begin with 1. 
The number 1200 is not in use. So, we’ll set up a helpline hunt 
group so anyone within the company can call extension 1200 for 
help with a phone.
We will assign 3 people (agents) and their extensions to our 
helpline. We want calls to go to the first available person.
To set up our helpline hunt group:
1. Type 
add hunt-group next and press RETU RN.
The Hunt Group screen appears. The Group Number field 
is automatically filled in with the next hunt group number.
2. In the Group Name field, type the name of the group.
In our example, type 
internal helpline.
3. In the Group Extension field, type the phone number.
We’ll type 
1200. 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing hunt groups 
29 Setting up hunt groups 
Hunt Group screen
4. In the Group Type field, type the code for the call 
distribution method you choose.
We’ll type 
ucd-loa so a call goes to the agent with the 
lowest percentage of work time since login. 
NOTE:
The COS for all hunt groups defaults to 1. Therefore, any 
changes to COS 1 on the Class of Service screen changes 
the COS for all your hunt groups. A COS field does not 
appear on the Hunt Group screen.
                                 HUNT GROUP
            Group Number: 5                                ACD? n
              Group Name: internal helpline              Queue? n
         Group Extension: 1200                          Vector? n
              Group Type: ucd-loa                Coverage Path: 
                      TN: 1          Night Service Destination: 
                     COR: 1                    MM Early Answer? n
           Security Code: __
     ISDN Caller Display: ________ 
						

							Managing hunt groups 
30 Setting up hunt groups 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
5. Press N EXT PAG E to find the Group Member Assignments 
page.
Hunt Group screen
6. In the Ext field, type the extensions of the agents you want 
in the hunt group. 
We’ll type 
1011, 1012, and 1013.
Tip:
For a ddc group type (also known as “hot seat” 
selection), the call is sent to the extension listed in the first 
Ext field. The system uses this form to determine the 
hunting sequence. See ‘‘Call distribution methods’’ on 
page 35 for more information.
7. Press EN TER to save your work.
The Name fields are display-only and do not appear until 
the next time you access this hunt group.
 HUNT GROUP
Group Number: 5 Group Extension: 1200 Group Type: ucd-loa
  Member Range Allowed: 1 - 999 Administered Members (min/max): 1  /9
                                             Total Administered Members: 3
GROUP MEMBER ASSIGNMENTS
     Ext     Name                           Ext     Name
  1: 1011   14:
  2: 1012  15:
  3: 1013  16:
  4:  17:
  5:  18:
  6:  19:
  7:  20:
  8:  21:
  9:                                    22:
 10:                                    23:
 11:                                    24:
 12:                                    25:
 13:                                    26:
At End of Member List 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing hunt groups 
31 Setting up hunt groups 
To make changes to a hunt group:
1. Type 
change hunt-group n and press RETU RN, where n is 
the number of the hunt group.
2. Change the necessary fields.
3. Press 
EN TER to save your changes.
Tip:
Ty p e  list member hunt group
 to see a list of logged-in 
members of a hunt group by group number. For splits and skills, 
the login ID, name, and different fields for EAS and Advocate 
appear on the list.
Setting up a queue
You can tell your switch how to handle a hunt-group call when it 
cannot be answered right away. The call waits in a “queue.” 
Let’s tell the switch that up to 10 calls can wait in the queue, but 
that you want to be notified if a call waits for more than 
30 seconds.
You also want the switch to send a warning when 5 or more calls 
are waiting in the queue. This warning flashes queue-status 
buttons on phones that have a status button for this hunt group. 
When the buttons flash, everyone answering these calls can see 
that the helpline calls need more attention.
To set up our helpline queue:
1. Type
 change hunt-group n and press RETURN, where n is 
the number of the hunt group to change.
In our example, type 
change hunt-group 5.  
						

							Managing hunt groups 
32 Setting up hunt groups 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
The Hunt Group form appears.
Hunt Group screen
2. In the Queue field, type y.
3. In the Queue Length field, type the maximum number of 
calls that you want to wait in the queue.
In our example, type 
10.
4. In the Calls Warning Threshold field, type the maximum 
number of calls that can be in the queue before the system 
flashes the queue status buttons.
In our example, type 
5.
5. In the Time Warning Threshold fields, type the maximum 
number of seconds you want a call to wait in the queue 
before the system flashes the queue status buttons.
In our example, type 
30.
6. Press 
EN TER to save your changes.
                                 HUNT GROUP
            Group Number: 5                                ACD? n
              Group Name: internal helpline              Queue? y
         Group Extension: 1200                          Vector? n
              Group Type: ucd-loa                Coverage Path: 
                      TN: 1          Night Service Destination: 
                     COR: 1                    MM Early Answer? n
           Security Code: __
     ISDN Caller Display: ________
            Queue Length: 10
 Calls Warning Threshold: 5                 Calls Warning Port: 
Time Warning Threshold: 30                 Time Warning Port: