NEC Attendant Management System Operations Manual

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Attendant Management System Operations Manual Call Processing
Chapter 3 Call  Processing
Introduction
To begin processing calls, log in to the AMS, using a login name with Attendant 
privileges. (See “Entering and Exiting AMS” on page 6 for more information.) If 
the AMS is not configured to automatically display the Call Processing screen after 
an attendant logs in, select the Call Processing option from the menu displayed. 
When “On-line” appears in the Attendant Status...

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Incoming  Calls  AreaThe upper left portion of the screen, as shown in Area a of Figure 3-1 on page 37, 
shows current incoming calls according to their origination, such as Internal, 
CCSA, and Rt-Fwd. Each incoming call label is followed by a box that shows the 
number of calls of this type waiting for the attendants. This number increases by 
one with every incoming call of its type and decreases by one every...

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Loops“Loops,” as illustrated in Area b in Figure 3-1 on page 37, show the presence or 
handling of an answered, incoming call or an outgoing call being placed. Ten loops 
are available and appear to the right of the incoming calls. When an incoming call 
is answered, the AMS automatically places it on the next available loop in 
sequential order. Each loop display consists of three parts, as shown in Figure 3-2...

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Source AreaThe AMS monitors all calls that come into an on-line attendant console. When an 
incoming call is answered, the AMS automatically performs a database search for 
the calling number and displays the fields that are configured to display in the 
Source area of the screen, as shown in Area c of Figure 3-1 on page 37. When more 
than one database record is associated with an extension, a message showing the...

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Employee
An Employee call is from an extension that is assigned to an employee. The four 
fields under the employee name are configurable. Note that the status is 
“Connected,” and the call type is “Internal.” 
Internal Location
An Internal Location call is from an extension that is associated with a specific       
location such as cafeteria or conference room. The four fields under the employee 
name are...

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External Number
An External Number call arrives on a route/trunk and is accompanied by the calling 
number that is provided by the central office (ANI data). Database information tied 
to the ANI data is displayed, and the route/trunk numbers are contained in the Loop 
display above. If the database has no record tied to the ANI data, just the ANI data 
is displayed. Note that the status is “Connected” and the...

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Status Area The last section of the screen, the Status Area, is shown in Area e of Figure 3-1 on 
page 37. The Status area displays messages and information intended to keep the 
attendant aware of the current state of the call processing environment.
Figure 3-5   Status Area
This status area contains the following displays:
Attendant Status 
Attendant Status shows a continuous display of messages that reflect...

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Status Area 
(continued)Calls Q’d (Queued)
When a caller dials the attendant, the call is placed in a global pool of calls that any 
attendant can access. The Calls Waiting area contains the number of calls that are 
in this pool, awaiting answer by any attendant.
Call Placement
A call can be placed through the AMS only when the attendant station is “Idle” 
status. When an outgoing call is placed, the loop display...

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Incoming Call Options
To answer an incoming call, press the first letter of the type of call, as displayed in 
the Incoming Calls area, or press the space bar to retrieve the next call in sequential 
order from the waiting pool (i.e., the first attendant-specific call or the next in line 
in the global pool). The AMS connects the call, automatically displaying Source 
caller information and replacing the Incoming...

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Join Callers in 
Consultation CallTwo callers located on two different loops in the source and destination state can 
be joined in a consultation call. When two callers are joined in this way, the “Src” 
caller is placed on hold, the “Dest” caller is connected to the attendant, and loop 
status shows the callers’ “Src” and “Dest” relationships to the attendant.
Once two callers are joined by this method, the...