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Lucent Technologies Enterprise Communications Server Release7 Manual
Lucent Technologies Enterprise Communications Server Release7 Manual
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DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Using the Features 35 Answering Calls for Another Party 4 Backing Up the Console Operator Your system manager can program your overflow calls to ring to one or more designated phone. Example The marketing department just launched an infomercial about Widget, Inc.’s self-cleaning bathtubs. Consequently, the phones are “ringing off the hook”. Chris answers Pat’s overflow calls at his own phone. Feature Name Attendant Backup Procedures Your system manager programs this information into your console to occur automatically. Routing Calls Through the Console Operator Your system manager can designate up to 50 listed directory numbers to come directly to you. Example Widgets, Inc. president Randy Foxworthy wants Pat to screen all calls for him. Kelly Ratliffe, system manager, programs all of Randy’s calls to come directly to Pat. When a salesman calls, Pat takes a message. When Randy’s wife calls, Pat sends the call through to Randy. Feature Name Multiple Listed Directory Numbers Procedures Your system manager programs this information into your console to occur automatically. Covering Calls from the Console Your system manager designates unanswered calls to specified phones to ring through to you.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Using the Features 36 Answering Calls for Another Party 4 Example Widgets, Inc. takes great pride in providing human contact for all persons calling customer service representatives. The system manager, Kelly Ratliffe, has programmed all customer service representative phones to go to coverage. When Suzanne Jones, customer service representative, is busy on a call, an incoming call routes to Pat. Feature Name Call Coverage Procedures Ta b l e 6 describes the information that displays on your display when call coverage calls come to your console. Forwarding All Calls You can forward all calls or remove forwarding for all calls for any extension in the system except the console. Exception: Ask your system manager if you work in a Distributed Communications System (DCS) environment. If you do, the forwarded-to telephone number must not: nBe longer than 10 digits. The 10 digits can include a 3-digit access code followed by a typical 7-digit telephone number. nInclude authorization codes. Authorization codes cannot be in the forwarded-to telephone number. Table 6. Call Coverage Display Information Display Meaning B or bThe called party is already on a call. Your console displays the caller’s number and the unanswered phone’s number. dNobody answered this phone or the calling party sent the call to coverage. Your console displays the caller’s number and the unanswered phone’s number. s All calls that come to this number are sent temporarily to coverage.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Using the Features 37 Answering Calls for Another Party 4 Example Bob Sisterkey, quality assurance specialist at Widgets, Inc., had to leave the office in a hurry for a personal emergency. He is expecting an important phone call, so he calls Pat and asks her to forward his calls to another member of his team. Pat uses the call forwarding all calls procedures to forward his calls to his team member. Feature Name Call Forwarding All Calls Procedures To forward all calls for an extension: 1. Press the START button. 2. Dial the forwarding all calls access code. 3. Dial the extension of the phone to be forwarded. 4. Dial the forwarded-to number. 5. Select one of the following options: nIf you hear a confirmation tone (3 short bursts of tone) indicating that the procedure is successful, press the RELEASE button. nIf you hear an intercept tone (alternating high-low, siren-like tone or fast busy tone) indicating that the procedure is unsuccessful, press the CANCEL button to try again. To deactivate call forwarding all calls for a particular extension: 1. Press the START button. 2. Dial the forwarding all calls access code. 3. Dial the extension you want to deactivate. 4. Press the RELEASE button. Parking Calls You can put an incoming call on hold at one extension, then retrieve it from any other phone in the system. Your console has up to 10 dedicated extensions for parking calls.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Using the Features 38 Paging for Called Parties 4 Example Rick Foylund, company arbitrator, is away from his desk when a call comes in for him. Pat pages Rick to tell him that he can call extension 5432 to answer his call. Rick dials his company’s call park feature access code then 5432 to answer his call. Feature Name Call Park Procedures To park a call: 1. Press the START button. 2. Select one of the following options: nDial the Call Park access code. or nPress the button your system administrator assigned to call park. 3. Use the dial keypad or the selector console to dial the extension where you want to park the call. 4. Select one of the following options: nIf you hear a confirmation tone (3 short bursts of tone), the call is parked. Press the RELEASE button. nIf you hear a busy tone, a call is already parked at the dialed extension. Press the CANCEL button to try again. Paging for Called Parties This section covers 3 methods for paging system users and includes Call Park information necessary for 2 of these methods. Parking Calls You can put an incoming call on hold at one extension then retrieve it from any other phone in the system. Your console has up to 10 extensions dedicated for parking calls.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Using the Features 39 Paging for Called Parties 4 Example Rick Foylund, company arbitrator, is away from his desk when a call comes in for him. Pat places the call on hold at one of her 10 call park extensions. Pat pages Rick to tell him the number to dial to answer his call. Feature Name Call Park Procedures To park a call: 1. Press the START button. 2. Select one of the following options: nDial the Call Park access code. or nPress the button your system administrator assigned to call park. 3. Use the dial keypad or the selector console to dial the extension where you want to park the call. 4. Select one of the following options: nIf you hear a confirmation tone (3 short bursts of tone), the call is parked. Press the RELEASE button. nIf you hear a busy tone, a call is already parked at the dialed extension. Press the CANCEL button to try again. Chime Paging When called parties are not at their phones, you can page them with coded chime signals. The chimes coincide with the paged party’s extension. For example, paging someone from extension 113 generates chimes that: 1. Chime once followed by a pause 2. Chime once again followed by a pause 3. Chime three successive times followed by a pause The chime sequence repeats up to 3 times. If the paged party does not answer, the call returns to you for further assistance. You can page called parties in up to 9 locations or use a single, designated access code or button to page the called party in all 9 locations at once. Your system manager designates codes for each paging zone by assigning:
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Using the Features 40 Paging for Called Parties 4 nThe outside line buttons to function as paging buttons or nA sequence of numbers on your dial keypad that serves as the paging access code Example Rick Foylund, company arbitrator, is away from his desk when a call comes in for him. Pat pages Rick with code calling access. Rick hears his extension, 113, chimed and calls Pat to answer the page. Feature Name Code Calling Access Procedures To page using chimes: 1. Tell the caller that you are going to page the called party. 2. Press the START button. 3. Dial the code calling access code. 4.Dial the paged party’s extension. 5. Select one of the following options: nIf you hear a confirmation tone (3 short bursts of tone), the call parks on paged party’s extension, and the system pages the called party. — To drop out of the call before the paged and calling parties are connected, press the RELEASE button. — To establish a 3-way call, wait for the called party to answer; then press Split. — To hold the call on the console, press the HOLD button. or nIf you hear a busy tone, press the CANCEL button. — Report that the line is busy to the caller. — Take a message. — Press the RELEASE button.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Using the Features 41 Paging for Called Parties 4 Paging with Voice Paging When called parties are away from their phones, you can page them with loudspeaker paging by parking their call then voice paging them to the extension where you parked their call. If called parties do not answer their pages, their calls automatically return to you for further assistance. You can page called parties in up to 9 locations or use a single, designated access code or button to page the called party in all 9 locations. Your system manager designates codes for each paging zone by assigning: nOutside line buttons to function as paging buttons or nA sequence of numbers on your dial keypad that serves as the paging access code Example Rick Foylund, company arbitrator, is away from his desk when a call comes in for him. Pat parks the call for Rick and pages him to let him know which extension he needs to call to answer the page. Feature Name Loudspeaker Paging Access Procedures To page individuals: 1. Tell the caller that you are going to page the called party. 2. Press one of the following: nPAGE buttons nPAGE ALL button, if provided nKeypad buttons to dial an access code 3. Page the called party, to tell them which extension to call to answer their call. Unanswered pages return to you for further assistance. If the allotted time for paging announcements expires during the page, the call disconnects and you hear an intercept tone (alternating high-low, siren-like tone or fast busy tone).
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Using the Features 42 Paging for Called Parties 4 Paging with Deluxe Voice Paging This feature combines call park and loudspeaker paging. You can page a caller to call an extension or call you. You also can add a paged party to an existing conference call. You can page called parties in up to 9 locations or use a single, designated access code or button to page the called party in all 9 locations. Your system manager designates codes for each paging zone by assigning: nOutside line buttons to function as paging buttons or nA sequence of numbers on your dial keypad Example Robert Planter, vice president of public relations, is on a conference call with musician, Larry Browning, and stand-up comedian, Cindy Wittner, to plan for an upcoming community fund-raising event. Robert wants Larry and Cindy to present their ideas to executive vice president Cathi Henrique. Pat pages Cathi. When Cathi answers her page, Pat adds her to the existing conference call. Feature Name Loudspeaker Paging Access — Deluxe Procedures To page individuals: 1. Tell the caller that you are going to page the called party. 2. Press one of the following: nPAGE nPAGE ALL, if provided nKeypad buttons to dial an access code 3. Page the called party and tell them which extension to call to answer their call. If you plan to connect the paged party to an existing conference call: 1. Tell them to call your extension. 2. Press the line where the conference call resides.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Using the Features 43 Assisting Callers with Special Tools 4 3. Press the SPLIT button. 4. Press the HOLD button. Unanswered pages return to you for further assistance. If the allotted time for paging announcements expires during the page, the call disconnects and you hear an intercept tone (alternating high-low, siren-like tone or fast busy tone). Assisting Callers with Special Tools This section covers features that allow you to provide special assistance to callers. It includes ways to hold callers on the line, interrupt an existing call, override existing features designed to block incoming calls, assist callers who need to reach a series of system users, or manage emergency calls. Using Call Waiting When you transfer a call to a busy line, the call returns to the console until the busy line becomes available. When the busy line becomes available, the call automatically rings through. If the line does not become available, the call rings back to you for further attention. Example A customer, John Steele, places a call to customer service representative Leah Hoffguard. Leah is serving another client, but hears a beep in her ear indicating that she just received an incoming call. Pat notifies the caller that Leah’s line is busy. Leah brings her current call to closure and John’s call automatically rings through to her extension. Feature Name Attendant Call Waiting Procedures To notify callers that the party they called is busy: 1. Press the SPLIT button. The called party hears a call-waiting ringback tone. 2. Inform the caller that the called extension is busy, and that their call is waiting to be answered. 3. Press the RELEASE button.
DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Issue 4 June 1999 Using the Features 44 Assisting Callers with Special Tools 4 4. One of the following options occurs: nThe call automatically rings through when the busy line becomes available. nIf the line does not become available within the time preset by your system manager, the call rings back to you. To try to transfer again, repeat steps 1 through 3. Split-Swap You can alternate between active and split calls by pressing the SPLIT-SWAP button. This operation happens only if you have a split call and an active call, and both calls are in the talking state. If you press the SPLIT-SWAP button during non-talking states (for example, dialing, ringing states, and so forth), then the split-swap operation is denied. For outgoing trunk calls, the state of the trunk is considered to be in talking state once the trunk is cut-through or the trunk answer supervision timer times out. The SPLIT button lamp remains lit during the split-swap operation and the SPLIT button lamp flutters if the split-swap operation is denied. The Split-Swap lamp stays off during the split-swap operation. During the split-swap operation, if you: npress the SPLIT button, then all parties are joined in conference and further presses of the SPLIT button or the SPLIT-SWAP button are denied. npress the RELEASE button, then the active call and the split call are connected. npress the HOLD button, then the active call and the split call are connected, and the connected call is put on hold. npress the CANCEL button, then the active will drops and the split away party joins with you as the active call. Example George calls you and you press the START button and dial Harry, who answers. At this point, George is split away, and Harry and you are in conversation. If you wish to consult with George, but do not want Harry on the same call with George, then you can press the SPLIT-SWAP button which will split Harry away and George is in conversation with you. If you press the SPLIT-SWAP button again, then Harry will be active with you and George is split away. Feature Name Split-Swap