NEC Attendant Management System Operations Manual

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Attendant Management System Operations Manual Call Processing
Select an Operator 
Functions CommandChoose an Operator Functions command by either entering the highlighted letter 
of the command or by using the arrow keys to highlight the command and pressing 
Enter. The Operator Functions commands are introduced on the following pages. 
Some of these commands emulate the action of specific keys on an attendant 
console and cause a single action, such as place a caller on hold. These emulation 
commands are:
Cancel
Hold
Release
Busy Camp
Source
Dest
Ta l k
Override
These commands are described briefly in the following section and are referred to 
throughout the remainder of this chapter.
Other commands are more involved in their use, leading to additional screens or 
options. These commands require more detailed descriptions and instruction. 
These commands are as follows:
Park
JoinPark
Directory
Messages
DND (Do Not Disturb)
Forward
They are discussed briefly in the following section and covered in greater detail in 
the subsequent sections of this chapter. 
						

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Cancel
Enter c to stop a transaction. The source caller will hear reorder tone and the 
attendant station will be returned to “Idle”. If the destination party does not answer 
during a screened transfer or you hear a busy tone after a screened transfer to an 
outside line, use this command during a screened transfer to rejoin with the source 
caller.
Figure 3-8   Cancel Command
Hold 
Enter h to place the current caller on hold with music, redisplay the Incoming Calls 
area, and return to “Idle”. If the call is left on hold beyond a configured amount of 
time, the loop status (Hold) blinks until the call is retrieved or the caller abandons 
the line. (See “Timer Configuration” on page 110 for more information.) From 
“Idle”, select the loop to retrieve the held call by pressing L followed by the 
number of the loop from 1 to 9 (using 0 for 10). 
Figure 3-9   Hold Command
*** Operator Functions *** Attendant Management System
Cancel
Hold
Release
Busy CampSource Park
Dest JoinPark
Talk Directory
Override Message
Forward DND
*** Operator Functions *** Attendant Management System
Cancel
Hold
Release
Busy CampSource Park
Dest JoinPark
Talk Directory
Override Message
Forward DND 
						

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Release 
Enter r to release the attendant station from the current Source and Destination      
connection and return to an “Idle” state to receive new calls.
Figure 3-10   Release Command
Busy Camp
If the called party is busy and the caller wants to wait, enter b to place the current 
caller into a waiting state until the called party releases from the other call. The 
caller will hear music or a ring-back tone, depending on the PBX firmware level at 
your site:
If the caller hears music after being camped, the waiting caller will be auto-
matically routed to the called party when they release. If the busy party does 
not release the extension within the configured Camp Timeout, the waiting 
caller will be sent back to the Attendant. (See “Timer Configuration” on 
page 110 for more information.)
If the caller hears a ring-back tone after being camped, the called party can 
press the Ans key to toggle between their existing call and the new caller. In 
this case, no recall will occur if the busy party does not press the Ans key to 
answer the new call.
Figure 3-11   Busy Camp Command
*** Operator Functions *** Attendant Management System
Cancel
Hold
Release
Busy CampSource Park
Dest JoinPark
Talk Directory
Override Message
Forward DND
*** Operator Functions *** Attendant Management System
Cancel
Hold
Release
Busy CampSource Park
Dest JoinPark
Talk Directory
Override Message
Forward DND 
						

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Source 
Enter s to connect to the source caller and place the destination caller on hold. The 
Source and Destination label lines reflect the “Connect” and “Held” statuses of the 
parties. 
Figure 3-12   Source Command
Dest
Enter d to connect to the destination caller and place the source caller on hold. The 
Source and Destination label lines reflect the “Connect” and “Held” of the parties. 
Figure 3-13   Dest Command
*** Operator Functions *** Attendant Management System
Cancel
Hold
Release
Busy CampSource Park
Dest JoinPark
Talk Directory
Override Message
Forward DND
*** Operator Functions *** Attendant Management System
Cancel
Hold
Release
Busy CampSource Park
Dest JoinPark
Talk Directory
Override Message
Forward DND 
						

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Attendant Management System Operations Manual Call Processing
Ta l k
This command can only be selected during a three-way call. Enter t to join all three 
parties in a conference. Both Source and Destination label lines carry the “Conf” 
notation. Once all three parties are joined in conference, only the following 
command can be used:
Release–Disconnects from the conference, leaving the Source and 
Destination callers in a two-way call. 
Figure 3-14   Talk Command
Override 
To attempt a transfer when the called extension is busy, enter o to park the source 
caller and to interrupt the busy party’s conversation and announce the presence of 
the source caller. When prompted, press Enter to confirm the override or Esc to 
cancel it. When the busy party goes on-hook, the source caller is automatically 
routed to that line. 
Figure 3-15   Override Command
When the attendant is idle and dials a busy extension, using override will put the 
attendant into conference with the two-way call and issue a zip tone to the two 
parties already connected.
If the person at the called extension has just dialed another internal extension and 
hears a ring-back tone, the operator will connect via conference mode once the 
called party answers. If the state of the called party prevents conferencing, select 
Talk to try the conference again.
*** Operator Functions *** Attendant Management System
Cancel
Hold
Release
Busy CampSource Park
Dest JoinPark
Talk Directory
Override Message
Forward DND
*** Operator Functions *** Attendant Management System
Cancel
Hold
Release
Busy CampSource Park
Dest JoinPark
Talk Directory
Override Message
Forward DND 
						

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The remaining commands in the Operator Functions screen section involve 
secondary screens. For this reason, they are each described in the section below:
Park
This command places a source caller on either an announcement trunk or a 
monitored number for paging purposes. (See “Call Parking” on page 57 for more 
information.)
Join Park
This command displays the Join Park menu where you can join a parked caller to 
the current source caller. (See “Parked Call Retrieval” on page 59 for more 
information.)
Directory
This command performs a directory database search for a destination number and 
automatic call placement. (See “Directory Assistance” on page 61 for more 
information.)
Messages
This command displays the message window where you can take or retrieve 
messages for employees. (See “Messaging” on page 64 for more information.)
Forward
This command redirects incoming calls from one number to another number so that 
any call to the first number will ring at the second number. (See “Call Forwarding” 
on page 53 for more information.)
DND (Do Not Disturb)
This command blocks incoming calls to an extension. When Do Not Disturb is set, 
callers receive a busy tone when calling that extension. (See “Do Not Disturb 
(DND)” on page 55 for more information.) 
						

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Call Forwarding
The Forward command redirects incoming calls to another location, such as 
another extension or a voice mail system.
Figure 3-16   Forward Command
General Process
Select the Forward command and then enter the name or extension of the party 
whose calls are being forwarded at the prompt. The AMS searches the directory 
and alphabetically displays any matching entries. Move the highlight to the desired 
name using the arrow keys. The Forwarding Extension screen then appears with 
the selected name and extension displayed. Choose the type of forwarding and then 
enter the extension that will receive the forwarded calls.
Type of ForwardingThe Forward command gives you the following options: 
FWD All - forward all calls to the specified extension.
FWD Busy -  forward calls to the specified extension only when the 
forwarded extension is busy
FWD Nans - forward calls to the specified extension only when the 
forwarded extension does not answer.
!
(2)
*** Operator Functions ***
Press letter for function,  or  for incmg 
   Attendant Status Source Connected*** Loops ***
Cancel
Hold
Release
Busy CampSource
Dest
TalkPark
Message Override
Main Number
Comment:’How may I be of 
Comment: No employee home 
Comment: Closed weekends.
Comment:   
JoinPark
1
2
4
6
7
8
9
3
50
5   02Conn
 to search,  to return to command line
Enter Name or Extension:    At
Attendant Management SystemAttendant-1
Tue Aug 17 09:02 am
Directory
Forward DND
#
Name:*** Forwarding Extension ***
 to cancel forward,  to set,  to quitExtn:
FWD All:
FWD Busy:
FWD Nans:Atherby, Jim
8700
8390 
						

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Procedure
Action Result
Enter f to select the Forward command The “Enter Name or Extension:” 
prompt appears, highlighted for data 
entry.
Type all or part of the desired name or 
extension, and press Enter.
To display the entire list, press Enter 
when the blank entry field is 
highlighted.The database is searched for matches to 
the letter(s) or number(s) entered. 
Those names or numbers matching the 
designated pattern appear in the 
destination area. 
Using the up and down arrow keys, 
move the highlight to the desired name 
or extension. If more than one screen of 
names is found, press the down arrow 
key to scroll up and the up arrow key to 
scroll down. Press Enter to select the 
desired name.The Forwarding Extension screen 
appears with the employee’s name in 
the Name field and the corresponding 
extension in the Extn field.
To initiate forwarding:
Using the up and down arrow keys, 
choose one of the following fields and 
enter the extension where the calls are 
to be sent: 
FWD All-forwards all calls to the 
specified extension.
FWD Busy- forward calls to the 
specified extension only when the 
forwarded extension is busy
FWD Nans-forward calls to the 
specified extension only when 
forwarded extension does not 
answer.
Press Enter until the Forwarding 
Extension screen disappears.The Operator Functions screen 
reappears. 
To cancel forwarding:
Using the up and down arrow keys, 
choose one of the following fields and 
press Backspace. Press Enter until the 
Forwarding Extension screen 
disappears.The Operator Functions screen 
reappears.  
						

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Do Not Disturb (DND)
The Do Not Disturb command blocks an extension’s incoming calls. When Do 
Not Disturb is active, callers will hear a busy tone when they dial that extension.
 
Figure 3-17   Do Not Disturb Command
General Process
Select the DND command and then enter the name or extension of the desired party 
at the prompt. The AMS searches the directory and alphabetically displays any 
matching entries. Move the highlight to the desired name using the arrow keys. The 
Do Not Disturb Extension screen then appears with the selected name and 
extension displayed. Choose the desired DND Mode to set or cancel Do Not 
Disturb.
(1)
(2)
*** Operator Functions ***
Press letter for function,  or  for incmg 
   Attendant Status Source Connected*** Loops ***
Cancel
Hold
Release
Busy CampSource
Dest
TalkPark
Message Override
Main Number
Comment:’How may I be of 
Comment: No employee home 
Comment: Closed weekends.
Comment:   
JoinPark
1
2
4
6
7
8
9
3
50
5   02Conn
 to search,  to return to command line
Enter Name or Extension:    At
Attendant Management SystemAttendant-1
Tue Aug 17 09:02 am
Directory
Forward DND
#
Name:*** Do Not Disturb Extension ***
 to continue,  to quit Extn:
DND Mode:Atherby, Jim
Sanderson, F
Set Cancel 
						

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Procedure
Action Result
Enter n to select the Do Not Disturb 
commandThe “Enter Name or Extension:” 
prompt appears, highlighted for data 
entry.
Type all or part of the desired name or 
extension, and press Enter.
To display the entire list, press Enter 
when the blank entry field is 
highlighted.The database is searched for matches to 
the letter(s) or number(s) entered. 
Those names or numbers matching the 
designated pattern appear in the 
destination area. 
To initiate Do Not Disturb:
Use the space bar to choose “Set” in 
the DND Mode field. Press Enter.The Operator Functions screen 
reappears. 
To cancel Do Not Disturb:
Use the space bar to choose “Cancel” 
in the DND Mode field. Press Enter.The Operator Functions screen 
reappears.