Panasonic DBS 576HD Technical Manual
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Section 700 - Operation Chapter 7. SLT Features 576-50-700 DBS 576HD (USA) issued September 2001 3-3 AEC Disconnect Description This feature allows the System to send a disconnect signal of 1 second to an analog device indicating that the calling party has hung up (terminated the call). This feature is useful with a Third-party Voice Mail or an Answering Machine. By default this feature is disabled. Hardware Requirements •AEC port Tandem Connection 3-46 Non-Blocking Architecture 3-47 Power On Maintenance 3-47 Programming Devices 3-47 DBS 576 Manager 3-48 QSIG ISDN Lines 3-48 Ringing Modes 3-49 Day 1/ Day 2/Night Ringing 3-49 Day 1/ Day 2/Night Delayed Ringing 3-50 DID Day/Night Ringing 3-50 DID Day/Night Busy/Delayed Ringing 3-50 Busy Lamp Field Ringing 3-51 Busy Lamp Field Delayed Ringing 3-51 Slide Ringing 3-51 Alarm Ringing 3-52 System Speed Dial TRS Override 3-52 Station Message Detail Recording 3-52 T1 Line 3-55 Trunk Access Groups 3-56 Virtual Port 3-57 Virtual Port used for Floating Hold 3-58 Virtual Port used for Virtual Extension 3-57 Voice Mail 3-58 PanaVOICE -- Panasonic’s Digital Voice Mail System 3-58 Third-Party Voice Mail Support 3-59 Topic Page
3-4 DBS 576HD (USA) issued September 2001 576-50-700 Chapter 7. SLT Features Section 700 - Operation Related Programming • FF3-0: Loop Disconnect Signal Considerations • The 1 second time duration of the disconnect signal is fixed. (It cannot be changed.) Attendant Groups Description An attendant phone is often used as a central answering point for other extensions. In addition, attendant phones frequently have special capabilities for monitoring and programming extensions. You can reach the assigned attendant group by dialing the feature access code for Attendant Calls (usually 0). If an attendant phone is available but does not answer within a set time, the call will move to the next available attendant phone. If all members of the attendant group are busy for a specified time, the call can be forwarded to other extensions or another hunt group. The system allows up to 20 extensions to be included in an attendant group. Hardware Requirements •N/A Related Programming • FF5-0-01: Attendant Hunt Pilot Number • FF5-0-02: Day 1 Attendant Hunting • FF5-0-03: Day 2 Attendant Hunting • FF5-0-03: Night Attendant Hunt • FF2: Ring Type Considerations • The System allows one attendant group for each system mode (Day 1, Day 2, and Night). • An attendant group can contain both real extensions and virtual extensions. If virtual, several phones can be made to ring at the same time. • Attendant groups can use only Pilot Terminal Hunt Group or Pilot Distributed Hunt Group. For more information, see “Hunting Groups” on page 3-33. • The pilot number for an attendant group is flexible (i.e., any extension number can be designated as the pilot [not a real extension]). • If a member of the attendant group has Do-Not-Disturb (DND) or Call Forwarding - All set, that phone is temporarily removed from the attendant group. • If a member of the attendant group has Call Forwarding - Busy set and the extension is busy, the call goes to the next phone in the attendant group. • If all members are busy for the duration of the busy queuing timer, the call can be forwarded to another hunt group or another extension. • Attendant groups support the following call types: • Direct Inward Dialing (DID) / Dialed Number Identification Service (DNIS) / Direct Dial Inward (DDI) • Direct Inward System Access (DISA)
Section 700 - Operation Chapter 7. SLT Features 576-50-700 DBS 576HD (USA) issued September 2001 3-5 • Extension calls • Private network attendant calls • Call reversion • Call forwarded to Attendant Hunt Group Automatic Call Distributor Description The System provides an optional Automatic Call Distributor (ACD) for efficient presentation, handling, and management of incoming calls to one or more groups of specialized users. This optional Built-in ACD is contained on a single circuit card that is installed in the System. This “built-in” capability eliminates the need for custom wiring and other installation. Each specialized user is known as an ACD agent. Each agent position is equipped with a large display telephone (VB-44225) that provides Liquid Crystal Display (LCD) messages to assist the agent in handling calls. The Built-in ACD provides: • Up to 3 agent groups (ACD Version 3.0 and higher) • Up to 2 agent groups (ACD Version below 3.0) • Up to 32 agent IDs per group • Up to 64 agent IDs per system (ACD Version 2.0 and higher) • Up to 32 agents • Up to 6 supervisor IDs per system (ACD Version 3.0 and higher) • Up to 2 supervisor IDs per system (ACD Version below 3.0) • Up to 4 voice ports per group • Up to 4 voice ports per system • 1 Music-On-Hold (MOH) source (Main System MOH source) • 1 Management Information System (MIS) Monitor Port (RS-232C) • Abandoned Call Report counter available with MIS reports (This is not the same as the Abandoned Call Timer added to the Station Message Detail Recorder [SMDR] reports.) • 2-week memory for MIS reports • Up to 6 recorded messages (flexible length, max. 96 sec. per system) (ACD Version 3.0 and higher) • In Version 3.5 and higher, the Silent Monitor feature has been added. This feature allows an ACD supervisor to monitor a call between an ACD agent and a caller without the knowledge of either party. For more information, See “Silent Monitor” on page 5-75., Section 400 - Programming, and Section 520 - Built-In ACD Reference Manual. • In addition to MOH, ACD Version 3.5 provides up to eight analog extension ports that can be connected to a recorded announcement device. See Section 520 - Built-In ACD Reference Manual. • Up to 6 recorded messages (max. 14 sec. per message) (ACD Version below 3.0) • Zip Tone which automatically answers calls when an agent is using the Headset mode (CPC Version 2.5 and higher)
3-6 DBS 576HD (USA) issued September 2001 576-50-700 Chapter 7. SLT Features Section 700 - Operation • Wrap Mode which allows an agent to complete any paperwork before becoming available to take another call. Hardware Requirements • See Section 520 - Built-In ACD Reference Manual. Related Programming • See Section 520 - Built-In ACD Reference Manual. Considerations • For more information, see Section 520 - Built-In ACD Reference Manual. Automatic Route Selection Description When Automatic Route Selection (ARS) is enabled, the system follows a preselected route for calls. Usually the selected routing is the least cost route. ARS works in conjunction with Toll Restriction Service (TRS). Calls can be denied based on the programmed TRS level for the originating party. (For more information, see “Ringing Modes” on page 3-49.) • Three levels of ARS checking are available based on the dialed number following the ARS access code: • Direct Route Selection: The simplest form of ARS routing that upon ARS entry (enter 9) directly selects the trunk group and any dialed number modification. • Route List Selection: A more complex routing that includes up to 5 alternative levels of route selection and includes TRS level checking. • Time List Selection: The most complex routing that determines the appropriate route list based upon the day and time. • Forced ARS is available on an Extension Class of Service (COS) basis. • A special day list provides tailored ARS routing for up to 20 holidays, vacation days, etc. • Automatic modification of dialed numbers is available. This includes deleting up to 24 prefix digits and adding up to a 10-digit prefix and a 10-digit suffix. The modification of dialed numbers can include pauses, Dual Tone Multifrequency (DTMF) conversion, itemized code (extension number) and an authorization code. (Itemized code and authorization are not used in some areas.) • Up to 8 authorization codes are available. • For more information on ARS/TRS, see Appendix A “ARS and TRS Operation” on page -1. Hardware Requirements •N/A Related Programming •N/A Considerations •N/A
Section 700 - Operation Chapter 7. SLT Features 576-50-700 DBS 576HD (USA) issued September 2001 3-7 Automatic Trunk to Trunk Transfer Description The System can be set to automatically transfer trunk calls out to another trunk without requiring the call to be answered internally. This transfer may be either trunk based or extension based (i.e., call forward outside). Hardware Requirements •N/A Related Programming •N/A Considerations •N/A Background Music/MOH Separation Description Separate inputs are provided for Background Music (BGM)and Music-on-Hold (MOH). This allows one music or sound source to be used for background music and another music or sound source to be used for music on hold. A typical advantage of this is playing a pre-recorded promotional tape to held parties (since many may be customers) while providing a selected background music for use in the office. Note:CPC-HS has only one input that is used for both BGM and MOH. Hardware Requirements • Both Background Music and Music on Hold (if using external MOH) require a sound source. Related Programming •N/A Considerations •N/A
3-8 DBS 576HD (USA) issued September 2001 576-50-700 Chapter 7. SLT Features Section 700 - Operation Battery Backup Description When backup batteries are installed, the System will continue to operate in the event of a power failure. If using Battery Backup, backup batteries must be installed in each cabinet. A fully loaded System will operate at least 15 minutes with the DBS 576HD. Hardware Requirements • Back-up battery unit (VB-44026) Related Programming •N/A Considerations • Any device connected to the System but that does not derive its power from the System must have a backup power source to operate. These devices include any System Message Detail Recording (SMDR) printer (or recorder), fax machine, answering machine, modem, cordless telephone, etc. Call Progress Tones Description The System supplies a full array of call progress tones. These tones provide audible indications of the status of calls and include dial tone, busy tone, ringback tone, error tone, confirmation tone, and splash tone. The complete specification for these tones may be found in Section 300 - Installation. In addition to call progress tones, Direct Station Select (DSS) LEDs and the display provide additional indication of the status of calls. Hardware Requirements •N/A Related Programming •N/A Considerations •N/A
Section 700 - Operation Chapter 7. SLT Features 576-50-700 DBS 576HD (USA) issued September 2001 3-9 Caller ID Description A properly equipped system supports Caller ID, a service offered by the network telephone service provider. The CO sends calling number information to the system after the first ring. Users with display telephones can see Caller ID information as incoming calls ring at their extension. They can also access previous calls via the Caller ID Call Log feature. The Caller ID number is recorded in SMDR. With Version 5.0, the caller name (if available) can be displayed for a calls received from an ISDN PRI line (ISDN / PRI NI II standard only). Hardware Requirements • Loop-start trunk card (8) (VB-44510) with Caller ID circuit card (8) (VB-44513), Loop-start trunk card (4) (VB-44514) with Caller ID circuit card (4) (VB-44515), ISDN (PRI = VB-44540, BRI = VB-44530). Related Programming • FF2-0: Caller ID • FF2-0: Caller ID Ring Control • FF3-0: Call Duration Display • FF1-0-01: Alpha Tagging (Name/No. Display) • ISDN (PRI/BRI - T Point) can get calling party information. • Caller ID service must be ordered from the local telephone operating company or the interexchange carrier. • Caller ID data is usually sent between the first and the second rings of the incoming trunk call. The trunk may be programmed to immediately ring at the station or wait until after the Caller ID digits are received before ringing at the station. If the trunk is programmed to ring immediately, the Caller ID digits will not display until after they are received and processed. • Caller ID numbers may be denied from being sent for some callers (private). Some long distance carriers may not provide Caller ID data (out of area). • Prior to Version 3.5, Caller ID supported only the number format. Version 3.5 and higher supports selection of the number or name. • In Version 3.5, Caller ID displays the highest ringing priority call (call queued to ring at the target extension immediately after the present call terminates). Caller ID Alpha Tagging Description If the received Caller ID phone number matches any number in the System Speed Dials (SSD000- SSD199), then the associated System Speed Dial name can be displayed as the Caller ID information. Alternatively, the DID name may be displayed instead. In Version 3.5 and higher, Caller ID information will be shown on the second line of the LCD display when an incoming call rings a display phone with a conversation already in progress. Second incoming calls include extension Camp-on, extension Call Wait, queued DIL, both Appearance and non-Appearance calls (CO, MCO, virtual or DN, recall, BLF).
3-10 DBS 576HD (USA) issued September 2001 576-50-700 Chapter 7. SLT Features Section 700 - Operation Hardware Requirements • ISDN (PRI = VB-44540, BRI = VB-44530) • FF1-0-01: System (Alpha Tagging) Considerations • The system may be set to display Caller ID in one of two priorities as follows: Priority Choice 1 • CID name (future feature) • Alpha tagging if matched • DID name Priority Choice 2 • DID name • CID name (future feature) • Alpha tagging if matched • Currently Caller ID only supports the single format (number only). Multiple format (number and name) is not currently available but is planned as a future feature. • Caller ID Call Logging only shows the CID number. Centrex/PBX Compatibility Description Centrex/PBX Compatibility allows the System to be connected behind centrex or PBX lines. The System supports up to 6 access codes for dialing centrex or a PBX. These access codes allow the System, System Message Detail Recording (SMDR) output to exclude the number dialed to reach a centrex or PBX line. When connected behind a PBX or Centrex, Toll Restriction Service (TRS) can be used to restrict calls. The System also supports transmission of a flash signal over the centrex or PBX link. Hardware Requirements •N/A Related Programming •N/A Considerations •N/A
Section 700 - Operation Chapter 7. SLT Features 576-50-700 DBS 576HD (USA) issued September 2001 3-11 Class of Service Description A Class of Service (COS) allows or restricts access to a group of features or functions. For instance, an Extension COS may allow Call Forwarding features. In the System, both extensions and trunks use classes of service. The System supports the following COSs for trunks and extensions: • COS - Trunk/Tie • COS - Ext/Ext Restriction • COS - Extension Feature • COS - Trunk to Trunk Restriction Class of Service - Trunk/Tie Tie/Trunk COS allows or restricts access to various features. Each trunk is assigned to one of 16 trunk classes of service (00-15). The following table shows the features that can be enabled/disabled for each trunk COS. Table 3-1. Trunk COS Hardware Requirements •N/A Related Programming •N/A Considerations •N/ANumber Feature 1 Intercom Ringing Tone (CO or intercom ring tone) 2 Dial Tone to Tie Lines (Enable/Disable) 3 Forced Recover on Fast-Busy Tone (Send fast busy or disconnect line) 4 DID/DDI Dialed Number Conversion Table (DID/DNIS Table A or B) 5 Paging on DISA/Tie-Line Call (Allow/Restrict) 6 DISA Security Code Verification 7 Network Flash Forwarding (Version 2.0 or higher) 8 Network Flash Receive (Version 2.0 or higher) 9 Brokers Hold for Network Calls (Version 2.0 or higher) 10 Priority Message-Waiting Set/Cancel (Version 2.0 or higher) 11 Network-to-Network Transfer (Version 2.0 or higher) 12 Camp-On for Tie-Lines (Version 2.0 or higher) 13 T1 Trunk Ring Back Service Tone (Version 3.5 or higher)
3-12 DBS 576HD (USA) issued September 2001 576-50-700 Chapter 7. SLT Features Section 700 - Operation Class of Service - Ext/Ext Restriction Ext/Ext Restriction COS allows or restricts calls placed to other extensions based upon the Extension COS. Each Extension COS is programmed to either originate or not originate calls to another Extension COS. Hardware Requirements •N/A Related Programming • FF1-0-03: Class of Service - Extension • FF1-0-10: Ext - Ext Restriction • FF2: Extension COS Assignment Considerations •N/A Class of Service - Extension Feature Extension COS allows or restricts access to certain extension features. (The extension features are described later in this manual.) Each extension is assigned to one of 16 classes of service (00-15). The following table shows the features that can be enabled/disabled for each Extension COS. Table 3-2. Extension COS Class of Service Features Number Feature 1Intercom Call Type (Tone/Voice) 2Onhook Transfer at Ringback (Allow/Restrict) 3Onhook Transfer at Talk (Allow/Restrict) 4On-Hook Transfer at Camp-On (Allow/Restrict) 5Exclusive Hold for Non-Appearing CO (System/Exclusive) 6Exclusive Hold on SLTs (System/Exclusive) 7Brokers Hold on SLTs (3-Party Conference/Brokers) 8Hookflash During Talk on SLTs (Allow/Restrict) 9SSD Assignment (Allow/Restrict) 10SSD Assignment to MCO Tenant Groups (Allow/Restrict) 11SSD Dialing (Allow/Restrict) 12Intercom Redialing (Allow/Restrict) 13Direct Trunk Access (Allow/Restrict) 14MCO Incoming Call Answer (Allow/Restrict) 15Paging (Allow/Restrict)