Nitsuko Digital System Administrators Guide

							Understanding Related Programming
Program 14To assign the correct circuit type to an ASI port
(CIRCUIT TYPE = 51 + #)
Program 1To assign a single ring to all calls that ring an ASI in a
Class of Service (see also Program 18 [I]) (SINGLE
RING = Y + #)
Program 18 (I)To assign a Class of Service (from Program 1) to an
extension (COS = 00-27 + #)
Analog Station Interface and Dual OPX/ASI Module
Part I:  DIGITAL SYSTEM Features 35 
						

							A utoma tic C all D istr ibution
&
The system automatically distributes calls to co-workers (agents) in
the same department.  No need to have receptionist or attendant
screen and route calls for a department. 
Automatic Call Distribution (ACD) uniformly distributes incoming calls among
members of a department (ACD group).  Each ACD group consists of member
extensions, called agents, and a master number.  When a call rings the master
number, the system automatically routes the call to the agent that has been idle (on
hook) the longest.  The call can be a transferred call or Intercom call to the master
number.
Supervisor Functions 
Each ACD group can have a supervisor extension.  The supervisor must have a
display telephone with a DSS Console.  This lets the supervisor monitor the status of
the ACD group and each agent extension.  When all ACD agents are busy, the
supervisor’s display shows: 
·The number of calls waiting 
·The line or extension that has been waiting the longest 
·How long the extension or line has been waiting
Using their DSS Console, the supervisor can also take agent extensions in and out of
service as the traffic into the ACD group changes.  ACD agents can also remove and
reinstall their own extensions.  However, the supervisor can always reinstall an
extension if it was removed by an agent.
Supervisor’s DSS Console 
The supervisor’s DSS Console should have a Hotline key for each ACD agent.  This
shows at a glance the status of each agent.
When the DSS key is... Agent is...
Off Idle
On Busy
Slow Flash Removed from service
Fast Flash In Do Not Disturb
Optionally, the supervisor’s DSS Console can have a Hotline key for the ACD master
number.  This shows the status of the entire ACD group.  The key lights when all
agents in the department are busy.  As soon as an agent becomes free, the key goes
out.
Automatic Call Distribution
36 DIGITAL SYSTEM Administrator’s Guide 
						

							ACD Announcements
ACD Announcements require a Voice Module Unit (P/N 88522) and an AUX Module
with software versions 02.10 or higher. ACD Announcements are not available with
Base software.
An ACD group caller can optionally hear an All Agents Busy announcement when
they first call into the ACD group. This announcement occurs when all ACD agents
are busy and the system automatically queues the call for a free agent. The ACD
supervisors and the attendant can customize the All Agents Busy announcement, if
desired. The system provides one All Agents Busy announcement, shared by all ACD
groups. 
Notes:
·Activating Call Forwarding at an ACD group extension disrupts normal hunting. 
·Activating Do Not Disturb (DND) at an ACD Group extension temporarily re-
moves it from the group.
·The ACD supervisor display timer requires an AUX Module.  If your system
doesn’t have an AUX Module, the supervisor’s display does not show how long
a call has been waiting for an available agent.
·The supervisor cannot be the overflow destination for the ACD group. 
·With software versions AUX Module 02.10/Base 02.00 and higher, an ACD
agent with a headset hears silence when they place a call on Hold. With software
versions prior to AUX Module 02.10/Base 02.00, the agent hears dial tone when
they place a call on Hold. Refer to page 95 for more on Headset operation.
Initial Configuration 
No ACD groups
Using the Feature
To remove or install a
member agent (from the
supervisor’s extension):
 1.Lift handset. 
2.Press ICM. 
3.Dial #. 
4.Press DSS Console key for agent you want to change. 
5.Dial 7 to remove an agent; 4 to install.
6.Hang up.
To remove or install
yourself as an agent
(from your agent
extension):
1.Lift handset. 
2.Press ICM (except at an ESL set). 
3.Dial 6 to remove yourself as an agent; 4 to install. 
4.Press # and hang up.
Understanding Related Programming
Program 19To set up ACD/Hunt Groups (page 272)
Program 4To set two timers:  Camp-On Time (Timer 03 + # +
Duration + # – how long a call waits at a busy ACD group
before ringing the Overflow destination - if any) and
Rings Before Recall (Timer 06 + # + Duration + # – the
Automatic Call Distribution
Part I:  DIGITAL SYSTEM Features 37 
						

							number of times a call rings an ACD Hunt Group
extension before going to the next one)
Program 17To assign a DSS Console Hotline key for an ACD master
number (HL + Partner extension + #). The key lights
when all members are busy.
Program 12To directly terminate a line to an ACD master number so
calls ring it instead of having to be transferred to it (DTD
+ # + Master number + #)
Automatic Call Distribution
38 DIGITAL SYSTEM Administrator’s Guide 
						

							Automa tic R ingdown
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Call for information (for example, a reservation desk) just by
lifting the handset.
Automatic Ringdown requires an AUX Module with software version 02.10 or higher.
Automatic Ringdown is not available with Base software.
With Automatic Ringdown, an ESL or 2500 set user (connected to an ASI or Dual
OPX/ASI module) automatically calls a programmed destination when they lift the
handset. This would be helpful, for example in an airline terminal with dedicated
reservation phones. As soon as the caller lifts the handset, the phone rings the
reservation desk. The ringdown phone cannot access any system features (e.g.,
cannot dial digits). The ringdown phone can, however, receive calls.
Initial Configuration
Automatic Ringdown disabled.
Using the Feature
To use Automatic
Ringdown:
1.Lift handset.
-You hear two beeps or ringing. If you hear ringing,
wait for the called party to answer. If you hear two
beeps, you may begin speaking.
Understanding Related Programming
Refer to the DIGITAL SYSTEM Feature and Terminal Programming Manual.
Automatic Ringdown
Part I:  DIGITAL SYSTEM Features 39 
						

							A utoma tic R oute S ele ction
&
Calls go out on the most cost-effective routes, according to the
digits users dial.  For example, a call to a branch office can
automatically route over the company’s WATS line. 
Automatic Route Selection (ARS) provides call routing and call restriction based on
the digits a user dials.  ARS lets you obtain the most cost-effective use of your
system’s connected long distance carriers.
ARS gives you over 8,000 call routing choices — without a custom-ordered rate
structure database.  You can make modifications to the routing choices quickly and
easily.  This is often necessary as the cost structure of the connected services change.
Note:  ARS is an on-line call routing program.  You can only customize it from the
programming terminal.  To have ARS, your system must be equipped with an AUX
Module.
ARS provides: 
Call Routing
ARS can apply 3-digit (Area Code) and 6-digit (Area Code and Exchange) analysis
to every number.
Dialing Translation (Special Dialing Instructions) 
ARS can automatically execute stored dialing instructions when it chooses a route
for a call.
Time of Day Selection 
You can program route selection according to the time of day/day of week.
Hierarchical Class of Service Control
ARS allows or denies call route choices based on an extension’s Class of Service.
Forced Authorization Code 
Designated routes may require the user to enter an Authorization Code before ARS
allows routing.  This code is verifiable and is enforced by an extension’s Class of
Service.
Separate Routing for Operator Assisted, International and Equal Access
Calls
To provide unique control, you can program separate routing instructions for
Operator Assisted, International and Equal Access calls.
Independently Programmed Restriction for Exchanges 976 and 555
Restriction for these exchanges is hierarchical according to an extension’s Class of
Service.
Initial Configuration 
ARS not installed 
Automatic Route Selection
40 DIGITAL SYSTEM Administrator’s Guide 
						

							Using the Feature
To place a call using ARS: 1.Lift handset. If you have an ARS loop key, press it and
skip to step 4. 
2.Press ICM (except at an ESL set). You hear Intercom
dial tone. 
3.Dial ARS access code (9 or 90). You hear another
(higher pitched) dial tone. 
4.Dial number.
Understanding Related Programming
You can only program Automatic Route Selection from the programming terminal.
Refer to the DIGITAL SYSTEM Feature and Terminal Programming Manual.
Automatic Route Selection
Part I:  DIGITAL SYSTEM Features 41 
						

							B ac kground Music
&
Add music to your private work area to create a pleasant
atmosphere. 
With a touch of a key you can have Background Music (BGM) play over the speaker
of your extension while it is idle.  If a page or call comes in while BGM is playing,
the music stops and starts again when the page or ringing stops.
BGM is available only if the DIGITAL SYSTEM is equipped with an outside music
source (such as a tape player). BGM can also play over external paging speakers, if
your system is equipped and programmed for it.
Initial Configuration 
BGM disabled
Using the Feature
BGM is not available to attendant extensions.
To turn BGM on or off
while your extension is
idle: 
A system reset or activating Do Not Disturb automatically
turns off BGM. 
1.Do not lift handset. 
2.Press HOLD.
To adjust the volume of
BGM: 
1.Press VOL UP or VOL DN while BGM is on. 
-This simultaneously adjusts paging and ringing
volume.
Understanding Related Programming
BGM uses line circuit #04.  A line cannot be connected to it. The music source must
meet the following specifications: 
Input Impedance 100 K Ohms
Maximum Input -10 dBm
Program 7To enable BGM (ENABLE BGM = Y + #)
To have music play over customer-provided external
paging speakers, also do the following:
·Enable External Page Zone 1 (EXT PAGE ZN 1 = Y)
·Enable External Page Zone 2 if you have Expansion
CEU #1 (EXT PAGE ZN 2 = Y)
·Enable BGM to All External Page Zones (BGM TO
PG ZN = Y).
·Adjust Paging and Music Gain (Volume) Over
External Speakers (PG/MUSIC GAIN = 01-05)
To install external speakers, see the Hardware Manual. 
Background Music
42 DIGITAL SYSTEM Administrator’s Guide 
						

							Battery Backup
&
The DIGITAL SYSTEM performs normally during a power
failure. 
The Battery Backup feature automatically supplies battery power to a CEU during
AC power failures or brownouts.  The recommended battery backup unit is the
Valcom VPB260, and one is required for each CEU.  The VPB260 supplies power to
a fully loaded system for approximately two hours.
Initial Configuration 
Battery Backup allowed, but only with required equipment
Using the Feature
To install the VPB260, see the Hardware manual.  Once installed, Battery Backup is
automatic during a power failure or brownout.
Understanding Related Programming
N/A
Battery Backup
Part I:  DIGITAL SYSTEM Features 43 
						

							C all F orwa rding
&
Go to a meeting in a co-worker’s office and not miss your calls.
Simply send them there. 
Call Forwarding lets you reroute your incoming Intercom calls and some outside
calls to a co-worker’s extension or Voice Mail. You can forward one of four types of
calls:
·Ringing calls that you do not answer after a programmed number of rings
·Ringing calls that you do not answer after a programmed number of rings, and
calls that try your phone when it is busy
·All calls, immediately 
·Calls picked up by Voice Mail in the Personal Answering Machine Emulation
mode (see page 185)
Notes: 
·The system does not forward:  Intercom calls from the forwarded destination,
Ring Group calls, calls that ring a Call Coverage key, and outside calls not on Di-
rect Inward Lines.
·Attendants cannot use Call Forwarding; they use Alternate Attendant (on page
30) instead.
Initial Configuration
·Internal Call Forwarding enabled 
·A call rings an extension 5 times before being forwarded
Using the Feature
Call Forwarding is not available to an Alternate Attendant. See Alternate Attendant
on page 30 instead.
To forward your calls to
another extension: 
At the destination phone, do not do this to forward calls
back to your own phone; simply cancel Call Forwarding
instead. 
1.Lift handset. 
-If you have a One-Touch Speed Dial key, you can
press it instead of using steps 2-5. 
2.Press ICM (except at ESL set) and dial #. 
3.Dial extension to receive calls.
-To forward your calls to Voice Mail, press MSG
instead of dialing a co-worker’s extension. Refer to
page 185 for more on Voice Mail.
4.Dial Call Forward code (1,2,3). 
-Code 1 forwards ring-no-answer calls 
-Code 2 forwards ring-no-answer and busy calls
-Code 3 forwards all calls 
-(If forwarded to Voice Mail) Code 4 to enable
Personal Answering Machine Emulation (see page
185)
5.Hang up. 
-MSG key flashes.
Call Forwarding
44 DIGITAL SYSTEM Administrator’s Guide