NEC Attendant Management System Operations Manual
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NDA-30046 Revision 4.0Page 37 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 Window, the attendant can begin to answer and place calls. Figure 3-1 Call Processing Screen The Call Processing screen is divided into several activity areas, shown above in Figure 3-1: Incoming Calls (a), Loops (b), Source (c), Destination (d), and Status (e). Each of these areas is described on the following pages. 2 (e)(c)(b) (d) (2) (1) Attendant Management SystemAttendant-1Tue Aug 17 09:02 am *** Main Menu *** Database Administration Extension Maintenance Login Name Maintenance Real-Time Screening Display Configuration Quit Arrow keys to move cursor, to select, to quit System ConfigurationCall Processing 3 Press key letter for call type, for next Calls Q’d Attendant Status Attendant Management System Call StatusTrnfr S Source 1 2 4 6 7 8 9 3 50 5 02Conn Press’L’ and loop number to connect Attendant-1Tue Aug 17 09:02 am Idle Destination Idle D for Op Functions, to quit, or dial External Att Xfer Sta XferPark T.O. Nans T.O. Off-HookCCSA FX TIE WATS Priority Paged Rt-Fwd Vacant Camp T.O.1 (a)*** Loops *** *** Incoming Calls ***Internal2
Page 38NDA-30046 Revision 4.0 Call Processing Attendant Management System Operations Manual 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 time an attendant answers one of this type or a caller abandons before the call is answered. You can configure the AMS station to sound a high-pitched beep when an incoming call is placed in the queue. The Supervisor can implement the beep through the System Configuration option on the Main Menu. (See “Basic Configuration” on page 104 for more information.) To answer calls in first-come, first-served order, press the space bar. To answer a particular type of call, enter the unique, highlighted letter of the call type, such as Internal, Nans T.O., Tie. The table below describes each incoming call type and whether it is routed to the global attendant pool or to a specific attendant. Note: (‡) denotes an incoming call type that can have global or specific routing based on the Multiple Recall parameter. (See “Basic Configuration” on page 104 for more information.) Type Description Routing Internal Incoming from an internal source Global External Incoming from a central office Global Att Xfer Attendant-to-Attendant transfer Specific Sta Xfer Station-to-Attendant transfer Global Camp T.O. Party has been ‘camped on’ to a station beyond the allowable time and is rerouted to the attendant who set the ‘camp on’; if more than one camped-on caller times out, they are rerouted in the order in which they timed out.Specific/ Global ‡ Park T.O. Caller has been parked beyond a configured amount of time. Specific/ Global ‡ Nans T.O. Direct transferred call to an internal extension was not answered; this type is used only if multiple recall is configured.Specific/ Global ‡ Off-Hook An off-hook alarm has been detected and routed here. Global CCSA Incoming call from the Common Control Switching Arrangement network. Global FX Incoming call via a foreign exchange trunk. Global TIE Incoming call from a distance station. Global WATS Incoming call from across a Wide Area Telecommunications Service. Global Priority Incoming call to a special priority access code. (See “Queue Assignment” on page 113 for more information.) Global Paged Incoming call in response to a page. Global Rt-Fwd Incoming call from a station with Call Forward Feature set; Source area will indicate whether the station feature is set to Busy, No Answer, or All Calls.Global Vacant A call has terminated at an unassigned station number or vacant level. Global
NDA-30046 Revision 4.0Page 39 Attendant Management System Operations Manual Call Processing 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 below. The Loop Number identifies and selects the loop and ranges from 1 to 10 (0). The Caller Number is the extension number from which the currently connected caller originates. For incoming calls from external sources and for outgoing calls, this part of the display carries the route and trunk number. The Call Status shows the status of the caller. Figure 3-2 Loop Display Call Status Definitions Conn–The caller is currently connected to the attendant in a two-way connection. Hold–The caller is currently on hold and hearing music. After the caller has been on hold for a specified amount of time (configurable through the System Configuration option on the Main Menu), this status blinks. (See “Basic Configuration” on page 104 for more information.) Src–The caller is in a three-way call with the attendant as the Source caller. The caller can be connected or on hold. Dest–The caller is in a three-way call with the attendant as the Destination caller. The caller can be connected or on hold. Conf–The caller is in a conference call with the attendant and a caller on another loop. Ring–A call has been transferred to a destination station that is ringing. Manually select a loop by entering an uppercase or lowercase L and the number of a loop, such as L3 or l3. When the attendant screen is idle, only loops whose status is “Hold” may be selected. Except for directory assistance, message, and park/join operations, loops always appear on the screen. (b) 1Hold3601 Loop Number Caller Number /Call Status Route & Trunk 1 2 4 6 7 8 9 3 50 Press’L’ and loop number to connectTue Aug 17 09:02 am *** Loops ***
Page 40NDA-30046 Revision 4.0 Call Processing Attendant Management System Operations Manual 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 number of additional records appears in the Call Status window. Pressing the down arrow key displays the next record and the up arrow key displays the previous record. It is also possible to configure the AMS to display dialed number information in the source window. To do this, a virtual number must be configured in the PBX and forwarded to the monitored number used for the operator. (See “Queue Assignment” on page 113 for more information.) Then, enter the forwarded virtual number in the AMS DID database as described in Chapter 4, “Database Administration”, on page 71. Now, when the operator answers a call, he or she can see a database entry specifying the number called, how to answer the call, etc. Figure 3-3 Source Area When a call is answered, the Source label line displays the current status of the source caller in relationship to the attendant. The type of call, corresponding directly to the call types listed in the Incoming Calls area, appears to the right of the status on the label line. The kind of information contained below the label line in the display area depends upon the Source of the call and the fields that have been configured for display for that type of record, as follows: Extension An Extension call is from an extension that has no employee or location assigned to it. If a call arrives from an extension that has not been entered to the database, the source area displays only the extension number, a status of “Connected,” a type of “Internal,” and four configurable fields. (c) SourceIdle Source 3602 Dept: Bldg/Floor: Tenant: Address:Connected Internal Admin/3rd 2 1901 Moorway Dr. Marketing
NDA-30046 Revision 4.0Page 41 Attendant Management System Operations Manual Call Processing 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 configurable. Note that the status is “Connected,” and the call type is “Internal.” Route Number A Route Number call arrives on a trunk of a particular route. For calls arriving from a central office, the display includes route and trunk numbers and four configurable fields. Calls arriving from CCSA, FX, TIE, or WATS routes carry those notations on the Source label line, and the status is “Connected.” Source 3601 Title: Bldg/Floor: Message: Comment:Connected Internal Admin/3rd 2 No calls from 9-10 am daily VP of Marketing Henderson, F. Source 3695 Note: Bldg/Floor: Comment: Comment:Connected Internal Main/ground ID Card required Deliveries to Elm St entrance Closed weekends Cafeteria Source 5/1 Comment: Comment: Comment: Comment:Connected External No employee home numbers. Closed weekends “How may I be of service?” Main Number
Page 42NDA-30046 Revision 4.0 Call Processing Attendant Management System Operations Manual 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 call type is “External.” DID Number If the operator answers a call which was forwarded from a virtual extension assigned in the PBX, and the virtual number also appears in the DID database for the AMS, the operator will see a “Connected” call of type “External.” Destination AreaTo the right of the Source display is the Destination area, shown in Area d of Figure 3-1 on page 37. The Destination area displays information about the destination party of the call during a three-party or conference call. The Destination label line shows the current status of the destination caller in relation to the attendant. Figure 3-4 Destination Area Source (708) 652-2787 Address: City/State: Account: Comment:Connected External Irving, TX 382991793 Paper supplier 3209 Oak Drive Central Regional Sales 6 5/2Conn Loop Display = Source 5/1 Comment: Comment: Comment: Comment:Connected External HRS - M-F 9-5 “Bank One” Tenant Bank One (d) DestinationIdle
NDA-30046 Revision 4.0Page 43 Attendant Management System Operations Manual Call Processing 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 call processing selections, current database administration functions, or system administration functions. For instance, this area displays the name of the person who does not answer in the direct transfer of a call. It also displays the “on-line” or “off-line” status of the system. Error and function completion messages are also shown in this area. Call Status Messages about all current call events appear in this area. For example, an incoming call from an extension assigned to more than one person in the company will generate a message here, as will an attempt to perform a Directory Assistance transfer to an off-hook extension. To change the transfer type on a per-call basis for known extensions, follow the extension number with a d or an s. Otherwise, use the left or right arrow. If the opposite letter is highlighted, this overrides the default. The default transfer type is a basic configurable parameter accessed through the System Configuration option on the Supervisor Main Menu. (See “Basic Configuration” on page 104 for more information.) The type of transfer currently in effect is highlighted. Trnfr –This section allows attendants to toggle between the following two types of transfers: Screened (S)–A screened transfer places the source caller on hold with music while placing a call to the destination number. The attendant hears ring-back tone (RBT) while the destination station phone rings and then is connected to the destination station when it is answered. Thereafter the attendant may use the Cancel, Destination, Source, or Ta l k commands to manipulate both parties. Direct (D)–A direct transfer causes the source caller to hear RBT while the destination station phone rings, and the attendant is automatically disconnected from both parties. The source caller is directly connected to the destination party without attendant screening of the transfer. Interposition transfers are always direct. Note: Operator-dialed transfers to external numbers are always of the screened type. Otherwise, AMS could not determine if the dialed number is busy. 3 Calls Q’d Attendant Status Call Status Trnfr S D (e)
Page 44NDA-30046 Revision 4.0 Call Processing Attendant Management System Operations Manual 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 contains the route and trunk that has been seized for the call; otherwise the internal extension displays. The loop is changed to “Ring” or “Conn”, and the notation “Calling ” appears below. Figure 3-6 Outgoing Call Placement You can place a call using one of the following methods: Dial the destination phone number from the keyboard. The AMS automatically attempts the call, as dialed, on the next available loop. Follow the internal extension number with a d or s to override the default transfer type, if desired. Press the speed-dial key that is configured for the desired destination phone number. The AMS displays the number for verification. Press Enter to place the call. The AMS uses the next available loop to place the call to the telephone number associated with the speed-dial key. Speed-dial keys are set up through the Database Administration option on the Main Menu If the destination phone number is not known, press the Ta b key to enter the Operator Functions screen. Use the Directory function to select the recipient from the Directory listing for automatic call placement. (See Chapter 4, Database Administration, on page 71 for more information.) If a loop is not available, any attempt to place a call elicits an error message, and the attempt fails. To find another attendant’s extension, look up that attendant’s label in the directory. The label is shown at the top of the screen–for example, “ATTENDANT1”. *** Loops *** 1 2 4 6 7 8 9 3 50 5/2Conn Calling 95551298Tue Aug 17 09:02 am
NDA-30046 Revision 4.0Page 45 Attendant Management System Operations Manual Call Processing 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 Calls display with the Operator Functions area that is illustrated below: Figure 3-7 Operator Functions for Incoming Calls When a connection is established with the incoming call and the Operator Functions commands are displayed, the options described in the following sections are available for handling that call: Attendant Management System 3 Press key letter for call type, for next Calls Q’d Attendant Status Call Status Trnfr S Source *** Loops *** 1 2 4 6 7 8 9 3 50 5 02ConnPress’L’ and loop number to connect Attendant-1 Tue Aug 17 09:02 am IdleDestinationIdle D for Op Functions, to quit, or dial Internal External Att Xfer Sta Xfer Park T.O. Nans T.O. Off-HookCCSAFX TIE WATS Priority Paged Rt-Fwd Vacant Camp T.O.21 *** Incoming Calls ***Cancel *** Operator Functions *** Source Connected External*** Loops *** 1 2 4 6 7 8 9 3 50 5 02Conn ’L’ and number for loop Hold Release Busy CampSource Dest Talk OverridePark JoinPark Directory Message Destination Idle Main Number 5/2 Comment: “How may I be of service?” Comment: No employee home numbers. Comment: Closed weekends. Comment: Cancel Key letter for function, or for Incmg(2) (1) Attendant Management System Attendant-1 Tue Aug 17 09:02 am Forward DND
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Call Processing Attendant Management System Operations Manual
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 following Operator Functions
commands can be used:
Ta l k–Joins all three persons in a three-way conference call.
Cancel–Disconnects the “Dest” caller from its loop (disconnecting the
call) and reconnects with the “Src” caller. Use this command
only with the “Dest” caller and only when connected with the
“Dest” caller.
Release–Releases the connection, thereby connecting the “Src” and
“Dest” callers. Returns the two loops to “Idle”.
Source–Connects with the “Src” caller and places “Dest” on hold.
Dest–Connects with the “Dest” caller and places “Src” on hold.
Transfer by Speed DialWhile connected in a two-way connection with a source caller, press the speed-dial
key that is associated in the database with the destination phone number. The “Src”
caller is placed on hold while the new connection is established. If the type of
transfer shown below under Trnfr is Direct, the two callers are automatically joined
and the attendant station is released from the connection. Speed-dial keys are set
up through the Database Administration option on the Main Menu. (See Chapter 4,
Database Administration, on page 71 for more information.)
Transfer by Number
EntryIf you know the destination number, enter it from the keyboard while connected
with the incoming source caller and press Enter.
In a direct transfer, the caller is automatically transferred to the dialed number, the
attendant station is released from the connection, and the loop status returns to
“Idle.” In a screened transfer, the caller hears music while on hold, and the
attendant hears a ring-back tone or a busy signal if dialing outside. If a call is dialed
internally, an error message appears when the line is busy.
If a number of five digits or less is dialed and this number is routed by the PBX to
an outbound trunk such as CCIS, and if the mode of transfer is Direct, the operator
sees the following pop-up window.
After ten seconds, the call is automatically released, leaving the calling party
connected to the called party and freeing the operator to answer the next call.
For transfers to an internal number, the attendant may override the highlighted D
or S by placing the letter D or S after the entered extension number.
If busy
To Release press “c” to cancel
press any other key Please wait for ring back or busy tone