Avaya 6424D+M User Manual

Avaya 6424d+m: users guide
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AT&T
DEFINITY
and System 85
Attendant Console User's Guide
555-104-730
Issue 1
June 1989
Communications
TM
System Generic 2

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Table of Contents
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Summary of Contents for Avaya 6424D+M

  • Page 1 AT&T DEFINITY and System 85 Attendant Console User’s Guide 555-104-730 Issue 1 June 1989 Communications System Generic 2...
  • Page 2 Copyright © 1989 AT&T All Rights Reserved Printed in USA N o t i c e Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change. Remote Access Feature Security Considerations AT&T has designed the Remote Access Feature incorporated in this produce that, when properly administered by the customer, will enable the customer to minimize the ability of unauthorized persons to gain access to the network.
  • Page 3: Table Of Contents

    INTRODUCTION CHAPTER 1. General Use of This Guide Organization of This Guide CHAPTER 2. DESCRIPTION Terms You Need To Know T o n e s Attendant Console Attendant Console Functional Areas CHAPTER 3. FACTORY-PROVIDED SPECIAL FEATURES CHAPTER 4. OPERATING PROCEDURES Incoming Calls Outgoing Calls Attendant-Originated Calls...
  • Page 4 CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE TERMINALS Simple Failures Testing Alarms Maintenance Features System Parameters CHAPTER 9. GLOSSARY CHAPTER 10. INDEX Figure 2-1. Basic Console Figure 2-2. Direct Extension Selection (DXS) With Busy Lamp Field (BLF) Console Figure 2-3. Trunk Group Select Area Figure 2-4.
  • Page 5: Chapter 1. Introduction

    CHAPTER 1. INTRODUCTION General This guide on the operation of DEFINITY™ Communications System Generic 2 and System 85 consoles equipped with Direct Extension Selection (DXS) and Busy Lamp Field (BLF). is intended for use by console attendants who have completed training. Use of This Guide To make the best use of this guide, you must become familiar with its contents and...
  • Page 6 CHAPTER 1. INTRODUCTION LIST OF DIAL CODES REFERENCES TROUBLESHOOTING isolating, diagnosing, and correcting console troubles before calling for outside help. It is intended for voice terminal and console users, and the System Manager. In general, the troubles covered are simple and limited to small equipment areas. Understanding the information in this chapter requires no specialized maintenance knowledge beyond what a System Manager is expected to have.
  • Page 7: Chapter 2. Description

    CHAPTER Terms You Need To Know Certain terms used in this guide have meanings unique to DEFINITY Generic 2 and System 85 console operation. For your convenience, these terms are defined here. Audible Ring— The ring you hear at the console when an incoming call has been connected to an idle loop and the call is waiting to be answered.
  • Page 8: Attendant Console

    CHAPTER 2. DESCRIPTION BUSY TONE A low-pitched tone repeated 60 times a minute —the extension number you dialed is in use. CALL WAITING TONE An on-off, high-pitched tone—the number of incoming calls waiting equals or exceeds the limit set for the attendant console. CONFIRMATION TONE Three short bursts of tone—the action you took to activate or cancel a feature has been accepted by the system.
  • Page 9 The attendant console is available in two models: Basic console Direct Extension Selection (DXS) With Busy Lamp Field (BLF) console. The models are identical except for the DXS/BLF option. Basic Console The basic console (Figure 2-1) is designed for “switched loop” operation; that is, the calls are put in a queue and automatically switched to the first available idle loop.
  • Page 10: Figure 2-1. Basic Console

    CHAPTER 2. DESCRIPTION DXS/BLFConsole The DXS/BLF console (Figure 2-2) is identical to the basic console except for the DXS/BLF option and the hundreds group select buttons. You can complete calls to extension numbers on the DXS/BLF console by pressing the appropriate hundreds group select button, an idle loop button, and the desired DXS button.
  • Page 11: Figure 2-2. Direct Extension Selection (Dxs) With Busy Lamp Field (Blf)

    CHAPTER 2. DESCRIPTION Figure 2-2. Direct Extension Selection (DXS) With Busy Lamp Field (BLF) Console...
  • Page 12: Attendant Console Functional Areas

    CHAPTER 2. DESCRIPTION Attendant Console Functional Areas Both console models have three identical functional areas: Trunk group select area Touch-tone dial and loop button and light area Attendant control area. Trunk Group Select Area This area (Figure 2-3) contains 24 trunk group buttons and associated lights. A trunk group may be assigned to each button.
  • Page 13: Figure 2-3. Trunk Group Select Area

    CHAPTER 2. DESCRIPTION Trunk Group Select Area Figure 2-3.
  • Page 14 CHAPTER 2. DESCRIPTION Touch-Tone Dial and Loop Button and Lamp Area This area (Figure 2-4) contains a touch-tone dial, 6 loop buttons, and 5 status lights associated with each of the loop buttons. The loop buttons are numbered 1 through 6 (from left to right).
  • Page 15: Figure 2-4. Touch-Tone Dialing And Loop Button And Lamp Area

    CHAPTER 2. DESCRIPTION Figure 2-4. Touch-Tone Dialing and Loop Button and Lamp Area...
  • Page 16 CW (calls waiting) light (when on)—One or more calls are waiting to be switched to an idle loop on the console. When flashing, it indicates that the number of calls waiting equals or exceeds the established limit set for the console. PR (priority) light (when on)—A call from another attendant is waiting or an Automatic Circuit Assurance (ACA) referral call is waiting.
  • Page 17: Figure 2-5. Attendant Control Area

    CHAPTER 2. DESCRIPTION Attendant Control Area Figure 2-5. 2-11...
  • Page 18 CHAPTER 2. DESCRIPTION TRK ID (trunk identification)—Identifies a specific trunk used on an incoming or outgoing call. Also used to identify a faulty trunk. AFRL (alternate facilities restriction level)—Activates alternate FRL. PLAN— Displays or changes the plan for ARS. RLT (release link trunk)—Releases the Centralized Attendant Service (CAS) position from a RLT.
  • Page 19 Alphanumeric Display The alphanumeric display shows up to eight letters or numbers to identify the following types of calls or COS. Incoming Call Identification (lCl)— Up to 63 different displays show the type of call, as in the following examples: INC (Incoming)—incoming call from a trunk group.
  • Page 20: Figure 2-6. Direct Extension Selection (Dxs) With Busy Lamp Field (Blf)

    CHAPTER 2. DESCRIPTION Figure 2-6. Direct Extension Selection (DXS) With Busy Lamp Field (BLF) 2-14...
  • Page 21 A 4-digit extension number contains two pairs of numbers, a hundreds pair and a tens and unit pair. For example, the extension number 4321 contains a 43 hundreds pair and a 21 tens and unit pair. The 18 group select buttons on the console are labeled with up to 18 different hundreds pairs.
  • Page 22: Chapter 3. Factory-Provided Special Features

    FACTORY-PROVIDED SPECIAL FEATURES CHAPTER 3. Privacy The console comes equipped with the Privacy feature. entering an established connection being held on the console unless you are recalled by a telephone/voice terminal user. Attendant Recall Privacy prevents an incoming trunk caller from hearing your conversation with an extension user;...
  • Page 23: Chapter 4. Operating Procedures

    CHAPTER 4. OPERATING PROCEDURES The operating instructions in this guide are written for the DXS/BLF console only. Incoming Calls An incoming call is indicated by an audible ring, a dark PA (position available) light, and a flashing ATND (attendant) light above one of the loop buttons. Calls may come in on any of the six loops.
  • Page 24 CHAPTER 4. OPERATING PROCEDURES Group select light goes on. Check the BLF to see if the desired extension light is off. If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be charged to an account number, do Steps 4 and 5; if not assigned, go to Step 6. Press [ S T A R T ] Listen for dial tone.
  • Page 25 Display shows the called extension number. 3. Report to the caller over the ringback tone, Press to silence the tone and report to the caller. [CANCL] 4. If the caller wishes to wait and you did not press the CANCL button, press Display, ATND, and RING lights go off.
  • Page 26 CHAPTER 4. OPERATING PROCEDURES If the caller wishes to wait and you did not press the CANCL button, press Display and ATND lights go off. PA light goes on. If the caller wishes to wait and you pressed the CANCL button, you must make the connection again for the caller before you press the RELEASE button.
  • Page 27 Press [CANCL] Busy tone stops. BUSY light goes off. Tell the caller that the extension number is busy. If the caller wishes to wait, press HOLD light goes on. After 30 seconds, the HOLD light flashes as a reminder that the caller is waiting. Do Step 11.
  • Page 28 CHAPTER 4. OPERATING PROCEDURES If the caller wishes to wait, press Display and ATND lights go off. PA light goes on. The called party hears two beeps of tone as a reminder that the call is still waiting. 5. If the caller does not wish to wait, press Display, ATND, and BUSY lights go off.
  • Page 29 To hold a call: Press [HOLD] HOLD and PA lights go on. Display and ATND lights go dark. After 30 seconds, you hear timed-reminder tone. HOLD light flashes. Press the loop button below the flashing HOLD light to reenter the connection. Display and ATND lights go on.
  • Page 30 CHAPTER 4. OPERATING PROCEDURES If Call Detail Recording and Reporting (CDRR) is assigned, do Steps 4 and 5; if not assigned, go to Step 6. Press [START] Listen for dial tone. SPLIT light goes on. Caller is separated from the connection. Dial CDRR account number access code and Account Charge Number.
  • Page 31 When the called party answers, announce the call. ANS light goes on. RING light goes off. If the called party wishes to talk to the caller, press Display, ANS, ATND, and SPLIT lights go off. party are connected. If the called party does not wish to talk with the ANS and SPLIT lights go off.
  • Page 32 CHAPTER 4. OPERATING PROCEDURES Press , and dial AAR/ARS access code. [START] Listen for dial tone or audio. Dial tone—trunk is connected. Go to Step 9. Audio (music or recorded announcement)—call is placed in queue because no outgoing trunks are available. Refer to “Queuing” under “Outgoing Calls” for information on how to handle the call.
  • Page 33 To extend a call: If Call Detail Recording and Reporting (CDRR) is assigned and calls are to be charged to an account number, do Steps 2 and 3; if CDRR is not assigned, go to Step 4. Press [START] Listen for dial tone. SPLIT light goes on. Caller is separated from the connection. Dial CDRR account number access code and Account Charge Number.
  • Page 34 CHAPTER 4. OPERATING PROCEDURES Press [START] Listen for dial tone. SPLIT light goes on. Caller is separated from the connection. Dial CDRR account number access code and Account Charge” Number. Listen for dial tone. Press appropriate hundreds group select button. Group select light goes on.
  • Page 35 To extend a call: If you use direct trunk group selection to select trunks, do Step 2. If you do not use direct trunk group selection, go to Step 3. Press direct trunk group select button. Listen for dial tone or audio: Dial tone—...
  • Page 36: Outgoing Calls

    CHAPTER 4. OPERATING PROCEDURES Outgoing Calls You can place two types of outgoing calls: Outgoing calls from system users who request connection to a trunk (outside line) so they can dial an outside number. Outgoing calls from system users who request that you complete an outside call” for them. The procedure consists of connecting to a trunk, then dialing the requested outside number.
  • Page 37 Press , and dial AAR/ARS access code. [START] Listen for dial tone, busy tone, or audio: Dial tone—trunk is connected. Go to Step 9. Busy tone—no trunk available, and queuing is not available. Go to Step 10. Audio (music or recorded announcement)—call is placed in queue because no outgoing trunks are available.
  • Page 38 CHAPTER 4. OPERATING PROCEDURES Report to the caller. If the caller wishes to cancel the call, press Display, ANS, ATND, and SPLIT lights go off. PA light goes on. Completing an Outgoing Call Once a voice terminal user is connected to an outgoing trunk, complete the call by doing the following steps: Dial the outside number.
  • Page 39: Attendant-Originated Calls

    If the caller does not wish to wait, press Display, ATND, and SPLIT lights go off. PA light goes on. To put a queued call on hold: Press [HOLD] HOLD light goes on. ATND light goes off. Audio stops. When RING light flashes and audible ring starts, press the loop button below the flashing RING light.
  • Page 40 CHAPTER 4. OPERATING PROCEDURES Press DXS button for the desired extension number. Listen for ringback tone. RING light and associated BLF light goes on (if not already on for multi-appearance telephone/voice terminals). When extension answers, A N S light goes on. RING light goes off. At the end of the conversation, press ANS and ATND lights go off.
  • Page 41 If you use direct trunk group selection to direct trunk group selection, go to Step 9. Press direct trunk group select button. Listen for dial tone, busy tone, or audio: Dial tone—trunk is connected. ANS light goes on. Go to Step 10. Busy tone—no trunk available, and queuing is not available.
  • Page 42 CHAPTER 4. OPERATING PROCEDURES Attendant Trunk-to-Trunk Connection You can connect one outside number to another outside number by connecting two outgoing trunks. The Privacy feature, if available, is automatically disabled so you can monitor calls for disconnect. A warning tone is applied to the trunk to alert the talking parties before you can monitor the call.
  • Page 43 Dial the outside number. Listen for ringback tone until called party answers. ANS light goes on at this point if you used AAR/ARS to connect a trunk. Ask the called party to wait to be connected. To connect the second outgoing trunk: If the call is to be placed on a private network and AAR/ARS feature is active, do Step 2 to connect a trunk;...
  • Page 44: Operation Of Features

    CHAPTER 4. OPERATING FEATURES Operation of Features This part of the “Operating Procedures” section provides an alphabetical listing of console features. These features can be activated or cancelled by pressing the designated buttons in the attendant control area of the console or by dialing certain access codes. Alphanumeric Display for Attendant Position Allows you to identify incoming trunk calls from outside the system, or incoming calls from extension users inside the system.
  • Page 45 If the call is an intercept call: Press [CLASS] Incoming tie trunk group is displayed to identify the distant system. Press [CLASS] Calling number is displayed if the call is from a voice terminal in a distant system. Trunk group number is displayed for a trunk call. 3 .
  • Page 46 CHAPTER 4. OPERATING FEATURES Press [SPLIT] SPLIT light goes off. Report to the caller. Press [RELEASE] Display, ATND, and ANS lights go off. PA light goes on. Caller and called party are connected. To place an outgoing trunk call at the request of a voice terminal user: If you use direct trunk group selection to select trunks, press direct trunk group select button.
  • Page 47 Attendant Control of Trunk Group Access Allows you to control access to a maximum of users to the trunk groups under your control display shows ACTG (Attendant Control of Trunk To activate Attendant Control of Trunk Group Access: Press an idle loop button. ATND light goes on.
  • Page 48 CHAPTER 4. OPERATING FEATURES Press , and dial Cancel Code. [START] Listen for dial tone. If you use direct trunk group selection to select trunks, do Step 4. If you do not use direct trunk group selection, go to Step 5. Press direct trunk group select button of trunk group for which canceled.
  • Page 49 Attendant Direct Extension Selection (DXS) With Busy Lamp Field (BLF) Allows you to extend calls to voice terminal users by pressing a hundreds group select button and a tens and units (DXS) button. See Figure 2-6 for the location of these buttons on the console.
  • Page 50 CHAPTER 4. OPERATING FEATURES Press , and dial the first two digits of the extension number (hundreds group). [SELECT] SELCT light goes off. Lamps to the left of the DXS buttons light for all busy voice terminals in the hundreds group selected. Alphanumeric display shows the hundreds group dialed followed by two asterisks (example: 11** for extension number 1121).
  • Page 51 Dial Console Position Number. Listen for ringback tone. RING light goes on. Consult with the other attendant. Press [RELEASE] Display, ATND, and SPLIT lights go off. You are released, and caller is connected to the other attendant console. To consult with another attendant when you do not have a call on your console: Press an idle loop button.
  • Page 52 CHAPTER 4. OPERATING FEATURES Attendant Release Loop (ARL) Timed-Reminder Interval Change Allows you to change the ARL timed-reminder interval. The interval can be set, using the System Management Terminal (SMT) (System 85) or the Manager II terminal (Generic 2), from 2 through 98 seconds. You can change the length of the interval in 2-second increments.
  • Page 53 Automatic Circuit Assurance (ACA) Provides you with better service through early detection of faulty trunks. You can activate ACA by dialing the ACA Start Code. Once you have activated ACA; the system begins to measure the duration of calls on the trunk groups assigned to the ACA feature. If you are in a Tenant Services environment and you are an attendant in any partition other than partition 0 (zero), you are not allowed to activate, deactivate, or answer ACA referral calls.
  • Page 54 CHAPTER 4. OPERATING FEATURES Press [START] ATND light goes off. PA light goes on. To answer a referral call and identify the faulty trunk using TRK ID button: Press [ANSWER] Audible ring stops. ATND light goes on. T R K P r e s s Display shows Trunk Dial access code.
  • Page 55 Display the ARS plan first to see what the current route plan is. PLAN light is always lighted when the ARS plan is under your control. To display ARS plan: Press, and hold [PLAN] Display shows current route plan. Release [PLAN] Display goes off.
  • Page 56 CHAPTER 4. OPERATING FEATURES Press [RELEASE] Display and ATND lights go off. PA light goes on. Busy Verification of Lines Allows you to check a busy extension number to determine if the extension is really busy or appears busy because of a trouble condition. terminals, the verification attempt is directed toward the in-use appearance on the primary voice terminal associated with the extension.
  • Page 57 Report to the caller. Press [RELEASE] ATND and VERFY lights go off. PA light goes on. To busy verify an extension number of a multi-appearance telephone/voice terminal: Put the caller requesting verification on hold. Press an idle loop button. ATND light goes on. PA light goes off. Press appropriate hundreds group select button.
  • Page 58 CHAPTER 4. OPERATING FEATURES Press an idle loop button. ATND light goes on. PA light goes off. Press [VERFY] VERFY light goes on. Press [START] Listen for dial tone. Dial the 5-digit extension number, Listen for tone: Warning tone—starts before connection to a busy extension to ensure user privacy. Extension is busy if you hear conversation after the tone.
  • Page 59 Dial the 5-digit extension number. Listen for tone: Warning tone— all appearances are busy (extension busy). Tone starts before connection to the busy in-use appearance to ensure user privacy. Extension is busy if you hear conversation after the tone. Extension may be out of order or holding a call if you do not hear conversation after the tone.
  • Page 60 CHAPTER 4. OPERATING FEATURES Reorder tone— BUSY light goes on. Feature is temporarily denied because a call is being held or the teiephone/voice terminal is in some other transient state. Intercept tone —feature is permanently denied. Report to the caller. Press [RELEASE] ATND and VERFY lights go off.
  • Page 61 Call Forwarding-Follow Me Allows you to redirect calls for an unrestricted extension number to another unrestricted extension number. To activate Call Forwarding—Follow Me: Press an idle loop button. ATND light goes on. PA light goes off. Press [START] Listen for dial tone. Dial Call Forwarding Activate access code.
  • Page 62 CHAPTER 4. OPERATING FEATURES Dial Call Forwarding Cancel Code. Listen for dial tone. Press the appropriate hundreds group select button. Group select light goes on. Press DXS button of the extension number for which you have been forwarding calls. Listen for confirmation tone. Call forwarding is canceled. Press [RELEASE] ATND light goes off.
  • Page 63 Press DXS button for the extension number from which calls are to be forwarded. Listen for dial tone. Press the appropriate hundreds group select button. Group select light goes on. Press DXS button for the extension number to which calls are to be forwarded. Listen for tone: Confirmation tone—Call Forwarding —Busy and Don’t Answer is activated.
  • Page 64 CHAPTER 4. OPERATING FEATURES Code Calling Access Allows you access to loudspeaker paging equipment by dialing an access code and a Called Party Code. The called party hears the Electronic Chime Code. To access and page: Press an idle loop button. ATND light goes on.
  • Page 65 Dial CDRR account number access code and Account Charge Number. Listen for dial tone. Dial Code Calling access code. Listen for tone: Dial tone— ANS light goes on. Do Steps 6 and 7. Busy tone—code calling circuit is busy. Go to Step 8. Dial Called Party Code.
  • Page 66 CHAPTER 4. OPERATING FEATURES To arrange a conference requested by a telephone/voice terminal user: Acknowledge the request, and verify that the CONF BUSY light is off. If you are requested to add an additional conferee to an existing conference, go to Step 3. Press [CONF] Associated CONT light goes on.
  • Page 67 If the call is to be placed on a private network and Automatic Alternate Routing (AAR)/Automatic Route Selection (ARS) feature is active, do Step 5 to connect a trunk; if AAR/ARS is not active, go to Step 6. Press , and dial AAR/ARS access code. [START] Listen for dial tone.
  • Page 68 CHAPTER 4. OPERATING FEATURES To arrange a conference requested by an outside party: Acknowledge the request for a conference, and verify that conference BUSY light is off. (BUSY light is on only when all conference circuits are busy.) Press [CONF] Associated CONT light goes on.
  • Page 69 If unable to add the conferee, press Called party is released. You have reestablished a connection to the conference. Advise the conferees. To add voice terminal users as requested, press the appropriate group select button and the DXS button for the desired extension number. To release from the conference, press sure one conferee is an extension number user and is local to the attendant.
  • Page 70 CHAPTER 4. OPERATING FEATURES To be reconnected to the conference, press SPLIT light goes on. To release from the conference, press sure one conferee is an extension number user and is local to the attendant. Otherwise outside parties will be disconnected. If you are recalled by the conference, the ATND light flashes.
  • Page 71 Dial the outside number. Listen for ringback tone until called party answers. If you used AAR/ARS to connect a trunk, ANS light goes on. Announce the conference, and do a or b. To add the conferee, press ANS and SPLIT lights go off. If unable to add the conferee, press Called party is released.
  • Page 72 CHAPTER 4. OPERATING FEATURES To handle an outgoing conference call placed in queue: If queuing is available and all outgoing trunks are in use, the system places the conference call in queue. You hear audio (music or recorded announcement). To inform conferees that the trunks are busy, press SPLIT light goes off.
  • Page 73 Enhanced Uniform Call Distribution (EUCD)—Attendant Attendant Release Loop (ARL) feature is disabled on attendant-extended calls to telephones/voice terminals with coverage path assigned where the coverage criteria applies to the call. When EUCD is the coverage point and the attendant does not release a call within 4 seconds, the attendant will be connected to an idle agent position (with the proper connect message).
  • Page 74 CHAPTER 4. OPERATING FEATURES Consult with the caller. 3 . Press [RELEASE] Display and ATND lights go off. Attendant diversion to recording: This option, which is part of the Intercept Treatment feature, allows you to divert all calls routed to your console to the recording specified for the 60-second special recording. To activate diversion of all incoming calls: Press an idle loop.
  • Page 75 Loudspeaker Paging Access Allows you access to loudspeaker paging equipment. You can page individuals by using an appropriate page zone button, if you have page zone buttons assigned on your console, or by dialing an access code. You cannot get an answer-back when you use a page button. You can get an answer when you dial an access code.
  • Page 76 CHAPTER 4. OPERATING FEATURES Dial Paging Zone Number and appropriate Answer-Back Channel Number. Listen for tone: Confirmation tone—paging circuit is available. Answer-back channel is idle. R I N G light goes on. Busy tone—answer-back channel is busy. Press using a different Answer-Back Channel Number. Speak into handset to transmit announcement.
  • Page 77 Speak into handset to transmit announcement and Answer-Back Channel Number. Press [RELEASE] SPLIT, ANS, and ATND lights go off. PA light goes on. Caller hears ringback tone. Paged party can dial Answer-Back Code and Answer-Back Channel Number from any telephone/voice terminal in the system. confirmation tone and are connected.
  • Page 78 CHAPTER 4. OPERATING FEATURES While tracing the malicious calI, continue to monitor the call. When the caller disconnects, press After tracing the call, deactivate the Malicious Call Trace feature. Option 3 Press [RELEASE] [PBSY] Caller is disconnected. PBSY light goes off. To trace a malicious call: M C T P r e s s...
  • Page 79 Press [START] Listen for dial tone. Dial the MCT deactivate access code. MCT CONT goes off. Voice recorder is deactivated. PBSY light goes off. deactivate a Malicious Call Trace (activating and controlling attendant): Put the MCT loop on hold. 2 . Press an idle loop. When the trace is finished and the information is recorded, dial the code to deactivate the MCT feature.
  • Page 80 CHAPTER 4. OPERATING FEATURES If you use direct trunk group selection to select radio paging trunks, do Step 3. If you do not use direct trunk group selection, go to Step 4. Press direct trunk group select button. Listen for dial tone.
  • Page 81 Press [START] Listen for dial tone. Dial the Remote Access Change barrier code. Listen for dial tone. Dial new barrier code. Listen for tone: Confirmation tone—barrier code is changed. Intercept tone—invalid code dialed. Press Press [RELEASE] ATND light goes off. PA light goes on. Restrictions—Attendant Control of Voice Terminals You can assign any one of the following six kinds of restrictions to selected extension numbers or groups of extension numbers:...
  • Page 82 CHAPTER 4. OPERATING FEATURES You can restrict a group of extension numbers by dialing the Controlled Restriction access code for the group and a code number for the specific restriction to be assigned. You can cancel restrictions by dialing 0 (zero). You can control restrictions on telephones/voice terminals on a per-position basis when Enhanced Uniform Call Distribution (EUCD) is provided in your system.
  • Page 83 lntercept tone—terminal alreadv restricted or invalid code dialed. If an invalid code was dialed, press [RELEASE] Press [RELEASE] ATND light goes off. PA light goes on. To cancel a restriction for an individual extension number Press an idle loop button. ATND light goes on.
  • Page 84 CHAPTER 4. OPERATING FEATURES Dial the Restriction—Attendant Control of a followed by the appropriate Restriction Code a time for a group. Listen for dial tone. Dial the group number to which the restriction is to be applied. Listen for tone: Confirmation tone—restriction assigned to the group.
  • Page 85 Serial Calls Allows you to extend a call to several extension numbers in succession without the outside caller having to redial your number between each call. Each called party recalls you before hanging up at the end of the call. This recall eliminates the 30-second waiting time between calls.
  • Page 86 Press the loop button below the flashing HOLD light. Display and ATND lights go on. HOLD and PA lights go off. Outside caller is connected. Connect outside caller to next extension number. When last serial call has been placed, press ATND light goes off.
  • Page 87 If the call is to be terminated, press ANS and ATND lights go off. Trunk Identification by Attendant Allows you to identify a specific trunk that is connected by you (the attendant) “on any incoming or outgoing call. Generally, you can use this feature in conjunction with the Automatic Circuit Assurance (ACA) feature so that you can identify faulty trunks when you receive referral calls.
  • Page 88 CHAPTER 4. OPERATING FEATURES Dial desired Trunk Group access code or Attendant Identification Code. Dial the trunk dial access code (1-, 2-, 3-, or 4-digit) number. Listen for tone: Warning tone—starts before connection to a busy number to ensure user privacy. Trunk is busy if you hear conversation after the tone.
  • Page 89 Press [VERFY] Listen for recall dial tone (three short bursts of tone, then dial tone). Dial the trunk group access code for the trunk to be verified. Dial the trunk number. VERFY light may or may not go off. ANS light goes on if the trunk you are connected to is other than a tie trunk.
  • Page 90 CHAPTER 4. OPERATING FEATURES Press [START] Listen for dial tone. Dial Trunk-to-Voice Terminal Assignment access code. Listen for dial tone. Press DXS button for terminal to be assigned. Listen for dial tone. Only one telephone/voice terminal can be assigned per trunk. Dial Trunk Group access code.
  • Page 91 To activate routing of calls to a common service terminal: You can route all calls, intended for your console, to a specific extension number when you activate the common service terminal. Press an idle loop button. ATND light goes on. Press [START] Listen for dial tone.
  • Page 92 CHAPTER 4. OPERATING FEATURES Press an idle loop button. ATND light goes on. PA light goes off. Press [START] Listen for dial tone. Dial the Common Service Terminal Override access code. Listen for confirmation tone. Calls are now routed to the night security desk. Press [RELEASE] ATND light goes off.
  • Page 93 If the partition has no common night terminal, the call routes to the default night terminal for that partition (set up by System Manager). If no telephone/voice terminal is found or the voice terminal is busy with a call waiting, the call activates a common signal (gong, bell, or chime) and can be answered by any user who dials the Call Answer from Any Voice Terminal (CAAVT) access code.
  • Page 94 CHAPTER 4. OPERATING FEATURES Dials the fictitious partition number ’’99.” Listens for confirmation tone. UNA light goes off on all consoles. 5. Presses [RELEASE] PA light goes on. To activate Unattended Console Service for a partition, the partition’s controlling attendant does the following: Presses an idle loop button.
  • Page 95: Centralized Attendant Service (Cas)

    5 . Presses [RELEASE] PA light goes on. Note: Any attendant in partition 0 can activate or deactivate Unattended Console Service for any attendant partition in the system. To activate Unattended Console Service for a partition using the UNA button, the partition’s controlling attendant (who is a member of only one attendant partition) does the following: Presses [UNA]...
  • Page 96 CHAPTER 4. OPERATING FEATURES To answer a CAS call: Press [ANSWER] Audible ring stops. ATND light goes on. Listen for three bursts of tone identifying a public network call. Associated RLT status light on SSI goes on. Display shows the branch location calling.
  • Page 97: System Status Indicators At The Main Location

    To answer a recall: When the ATND light flashes and you hear an audible ring, press Audible ring stops. ATND light goes on. PA light goes off. Press , and report to the caller. [CANCL] 3 . If the caller wishes to be connected to another extension number, press the extension number.
  • Page 98 LIGHT LIGHT CONDITION RLT ( ) Winking System Status Indicators Used at a Main Location Figure 4-1. 4-76 SYSTEM STATUS Idle RTL Busy RL or associated backup telephone/voice terminal handling CAS call Maintenance busy...
  • Page 99 To cancel SSl Light Test Press [START] Listen for dial tone. Dial Light Test Cancel code. Listen for confirmation tone. All lights on the SSI return to the normal state. Press [RELEASE] ATND light goes off. PA light goes on. CAS Operation at Branch Locations Backup facilities: Two backup facilities are available to answer calls at branch locations.
  • Page 100: Figure 4-2. Backup Telephone/Voice Terminal With Handset/Headset

    CHAPTER 4. OPERATING FEATURES Figure 4-2. Backup Telephone/Voice Terminal With Handset/Headset Modes of Operation There are three modes of operation to answer calls at branch locations: CAS mode (normal mode) Call Answer From Any Voice Terminal (CAAVT) mode Backup mode. You can change the mode of operation from the backup the required code.
  • Page 101 Lift the handset. Listen for dial tone. Dial the code for the required mode. Listen for confirmation operation and flashes in Hang up. Incoming Calls—Non-CAS To answer an incoming call at the special services console: You hear an audible ring. ATND light flashes. PA light goes off. Press [ANSWER] Audible ring stops.
  • Page 102 CHAPTER 4. OPERATING FEATURES Incoming Calls—CAS Mode Incoming calls in the CAS mode are answered by the CAS attendant at the main location. No backup operation is available. Refer to the procedures for answering and/or extending a CAS call under “CAS Operation at the Main Location.” Incoming Calls—Backup Mode Incoming calls in the backup mode are routed to backup telephone/voice terminals.
  • Page 103 To answer a CAS recall if an incoming call has been extended to an extension number that does not answer: After a preestablished interval, incoming calls extended to extension numbers that do not answer are automatically rerouted to the backup telephone/voice terminal. These calls are identified by an immediate burst of tone followed by normal ringing.
  • Page 104 To extend the call that you have answered to a busy extension number with call waiting assigned: When the called extension number is busy, Automatic Call Waiting occurs. Listen for one burst of tone as confirmation of the call waiting. Report the busy condition to the caller.
  • Page 105 Turn the turnkey fully clockwise. Ringing stops. Associated RLT status light on SSI goes on. Listen for one burst of tone. You are connected with the caller. Answer the call. If the caller still wishes to wait, turn the turnkey fully counterclockwise;...
  • Page 106 CHAPTER 4. OPERATING FEATURES Dial the other branch location Tie Trunk access code. Listen for dial tone. Dial the required terminal number. Listen for one burst of tone followed by ringback tone. To hang up, turn the turnkey counterclockwise. Associated RLT status light on SSI goes off. Caller is connected to telephone/voice terminal being rung.
  • Page 107: System Status Indicators (Ssi) At The Branch Locations

    Dial the Trunk Group access code. Listen for dial tone, and do a or b. To hang up, turn the turnkey caller to complete the call. Associated RLT status light outside line and may proceed to dial the desired number. Dial the requested number, and then turn the turnkey counterclockwise to hang up.
  • Page 108 LAMP LAMP CONDITION RLT ( ) O f f W i n k i n g CONTROL Winking OVERLOAD O f f MAJOR O f f M I N O R O f f Figure 4-3. System Status Indicators Used at a Branch Location 4-86 SYSTEM STATUS Idle RLT...
  • Page 109: Power Failure

    To cancel SSI light test (the turnkey should be turned fully counterclockwise): Lift the handset. Listen for dial tone. Dial Light Test Cancel code. Listen for confirmation tone. All RLT status lights on SSI go off. Hang up. Power Failure All calls in progress, calls on hold, and/or established calls are lost when a power failure occurs and battery backup is not provided.
  • Page 110: Chapter 5. Reference Console Illustration And Legend

    CHAPTER 5. REFERENCE CONSOLE ILLUSTRATION CHAPTER 5. REFERENCE CONSOLE ILLUSTRATION AND LEGEND...
  • Page 111: Legend

    CHAPTER 5. REFERENCE CONSOLE ILLUSTRATION AND LEGEND Legend Direct Extension Selection (DXS) Buttons With Busy Light Field (BLF) Used to select extension numbers. The lights show the busy/idle status of the extension number. A light in the BLF that is on indicates a busy line on a single-line voice terminal.
  • Page 112 CHAPTER 5. REFERENCE CONSOLE ILLUSTRATION AND LEGEND BUSY Light When on, indicates that the called number is busy or that you have placed a call to a busy extension that has call waiting assigned. When flashing, indicates that the caller has been waiting for 30 seconds. RING Light When on, indicates that the called number is being rung.
  • Page 113 CHAPTER 5. REFERENCE CONSOLE ILLUSTRATION AND LEGEND PBSY (Position Busy) Button Places your console in a busy mode. You cannot receive incoming calls. You can, however, originate calls. CLASS Button Shows the class of service (COS) on the alphanumeric display of an incoming call from an extension number.
  • Page 114 CHAPTER 5. REFERENCE CONSOLE ILLUSTRATION AND LEGEND TERM ID (Terminal Identification) Button Shows the called extension number on the alphanumeric display when a timed- reminder call is returned to the console. Used only when the Attendant Release Loop feature is active. HOLD Button Places a call on hold.
  • Page 115 CHAPTER 5. REFERENCE CONSOLE ILLUSTRATION AND LEGEND ALM (Alarm) Light When on, indicates a trouble condition has been detected in the system. Direct Trunk Group Select Buttons Provide a means of directly selecting an outgoing trunk group for an outgoing call. Buttons are labeled to indicate the assigned trunk group.
  • Page 116: Chapter 6. List Of Dial Codes

    CHAPTER 6. LIST OF The following features require dial codes to activate are provided by your System Administrator. Feature Attendant Control of Trunk Group Access Activate Attendant Control of Trunk Group Access Cancel Attendant Release Loop (ARL) Timed-Reminder Interval Change Automatic Alternate Routing Access Automatic Call Distribution (ACD) Reload Warning Lamp Access...
  • Page 117 CHAPTER 6. LIST OF DIAL CODES Feature Centralized Attendant Service (CAS) Normal Mode Centralized Attendant Service (CAS) Remote Hold Access Centralized Attendant Service (CAS) SSI Lamp Test Centralized Attendant Service (CAS) SSI Lamp Test Cancel Code Calling Access Code Calling—Called Party Intercept Treatment—...
  • Page 118 Feature Unattended Console Service—Common Service Terminal Clear Unattended Console Service—Common Service Terminal Override Access Console Service—Trunk-to-Voice Unattended Assignment Access Service—Trunk-to-Voice Unattended Console Assignment Clear CHAPTER 6. LIST OF DIAL CODES Code Terminal Terminal...
  • Page 119: Chapter 7. References

    CHAPTER 7. REFERENCES DEFINITY Manager™ II MS-DOS® ersion Operation DEFINITY™ Communications System Generic 2 Administration Procedures DEFINITY™ Communications System Generic 2 Administration of Features and Hardware DEFINITY™ Communications System Generic 2 and System 85 System Description DEFINITY™ Communications System Generic 2 and System 85 Feature Description CHAPTER 7.
  • Page 120: Troubleshooting Procedures For Voice

    CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE Simple Failures If you have trouble with a voice terminal, follow your company’s established procedures for reporting equipment troubles. However, before reporting some problems, you may wish to check the voice terminal for simple, obvious faults.
  • Page 121 CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE TERMINALS If the voice terminal has a display module, all its lights and the display matrix go on. If the voice terminal has a call coverage module, all its lights go on. 2. Release the test switch. Tone ringing stops.
  • Page 122 CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE TERMINALS 7406D Digital Voice Terminal With Data Stand Press the test button located on the rear of the stand. Tone ringing is heard. All lights go on. On the voice terminal display, each character goes on. Release the test button.
  • Page 123 CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE TERMINALS 7505, lSDN Modular Terminal Press [Select] . D r o p Test Press Self-test begins. — Periodic (about every 3 seconds) tones are heard as the test is run. — The green Message light comes on. If the test passes;...
  • Page 124 CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE TERMINALS After you hear the first tone, press each button associated with a light. Associated lights light as each button is depressed. Lift the handset, and press each button on the touch-tone dial. Tones are heard in the handset as each After pressing the last dial button, press Hang up the handset.
  • Page 125: Alarms

    Attendant Console Ensure that a handset/headset is plugged into one of the handset/headset jacks located on either side of the console. Open the front panel of the console; depress and hold down the Tone ringing is heard. The display matrix and then each row of red lights sequence from top to bottom.
  • Page 126: Maintenance Features

    CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE TERMINALS If the system does not have the remote maintenance option, the ACK light is off when the ALM light goes on for an alarm. You must notify the System Manager whenever an alarm condition exists.
  • Page 127 CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE TERMINALS To activate ACA referrals: Press ACA button. ACA light goes on. ACA feature activated. To cancel ACA referrals: Press ACA button. ACA light goes off. ACA feature deactivated. Busy Verification of Lines This feature allows attendants or specified multi-appearance voice terminal users to make test calls to trunks, voice terminals, and hunt groups (Direct Department Calling and Uniform Call Distribution groups).
  • Page 128 CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE TERMINALS displayed; your call is bridged onto an active call, and initial BRIDGED warning tone heard —verification successful. Talk to bridged parties, or release from the call. SERVICE attendant console) or condition to appropriate personnel. To busy verify a hunt group: Press [VERFY]...
  • Page 129 CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE TERMINALS 3. Dial desired trunk group member number. displayed, and intercept tone heard—invalid trunk group member INVALID number; press Try again. displayed, and confirmation tone heard—trunk is idle and 1-way VERIFIED incoming. Verification is successful. Release from the call. Ringback heard —trunk is idle automatic tie trunk or release link trunk.
  • Page 130: System Parameters

    CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE TERMINALS Trunk Group Busy/Warning Indicators This feature provides the console attendant with a visual indication of the trunk group status for each of the console Trunk Group Select buttons. Twelve of the Trunk Group Select buttons have associated WARNING and BUSY other 12 buttons have only associated BUSY lights.
  • Page 131 CHAPTER 8. TROUBLESHOOTING PROCEDURES FOR VOICE TERMINALS List measurements commands display information about trunk, hunt, and attendant groups. For example, trunk outage measurements are provided on the four trunks that were out of service the most during a measurement period. Measurements of lightly used trunks offer information on the five trunks in each trunk group that have carried the fewest calls.
  • Page 132: Chapter 9. Glossary

    CHAPTER 9. GLOSSARY Access Code A 1-, 2-, or 3-digit dial code used to activate or cancel a feature. The star (*) and/or pound (#) can be used as the first digit of an access code. Active on a Loop An attendant is answering an incoming call or originating a call by pressing one of six appearance buttons.
  • Page 133 CHAPTER 9. GLOSSARY Automatic Alternate Routing (AAR) A system feature that allows up to four choices for private network calls from one customer location to another. Automatic Route Selection (ARS) A system feature that provides automatic selection from a preprogrammed sequence of the least costly facilities for completing calls to the public network.
  • Page 134 CHAPTER 9. GLOSSARY Central Office (CO) Trunk A telecommunications channel on the public network between the CO and the switch. Channel A communications path over which voice or data signals are carried. Class of Service (COS) A number that specifies the features and calling privileges that together determine the calling privileges of a group of extension numbers.
  • Page 135 CHAPTER 9. GLOSSARY Direct Extension Selection (DXS) An option on an attendant console that allows an attendant direct tlephone/voice terminal (inside the system) by pressing a hundreds group tens and units button. Distributed Communication System (DCS) A number of systems connected together in a network configuration to serve a customer with a large number of lines.
  • Page 136 Intercept Tone An alternating high and low tone— indicates a dialing error or denial of the service requested. LIne Single-line—the family of telephones/voice terminals that supports only one call at a time Multi-appearance —the family of voice terminals on which more than one call, typically three, can be handled at the same time on the same extension number.
  • Page 137 CHAPTER 9. GLOSSARY Paging Trunk A telecommunications channel used for accessing an amplifier (loudspeaker paging). Partition A term referring to a user group (tenants) who are limited to calling other users in their group or partition. Port A point of access to the system or to a computer that uses trunks or lines for transmitting or receiving voice or data.
  • Page 138 Reorder Tone A fast busy tone repeated 120 times a busy. Ringback Tone A low-pitched tone repeated 15 times per minute. The tone heard through the handset when the number dialed is ringing. Splitting Separating a caller from an existing connection. Station Message Detail Recording (SMDR) A service that records detailed call information on incoming and outgoing calls.
  • Page 139 Trunk A communications channel between two switching systems. Trunk Group Telecommunications channels assigned as a group for certain functions. Turnkey A button turned clockwise or counterclockwise on a backup telephone/voice terminal (used with Centralized Attendant Service [CAS] at a branch location) switches between on-hook and off-hook status.
  • Page 140: Chapter 10. Index

    CHAPTER 10. INDEX 510 Personal Terminal (PT), Testing 8-6 515 Business Communications Terminal (BCT), Testing 8-1 7403D Digital Voice Terminal, Testing 8-1 7404D Digital Voice Terminal, Testing 8-3 7405D Digital Voice Terminal, Testing 8-1 7406D Digital Voice Terminal With Data Stand, Testing 8-4 7407D Digital Voice Terminal, Testing 8-4 7505, ISDN Modular Terminal, Testing 8-5...
  • Page 141 CHAPTER 10. INDEX Call Information Recording 2-15 Call to an Extension Number Attendant 4-17 Call to an Outside Number Attendant 4-18 Call Waiting Placing a Caller in 4-4 Call Waiting Tone 2-2 Calls Attendant-Originated 4-17 Incoming 4-1 Outgoing 4-14 Serial 4-63 CAS Operation at the Branch Locations 4-77 CAS Operation at the Main Location 4-73 Centralized Attendant Service (CAS) 4-73...
  • Page 142 Indicators, Trunk Group Busy/Warning 8-12 Intercept Tone 2-2 Intercept Treatment 4-51 Intercept Treatment—Attendant Diversion to Recording 4-52 Interposition Calling and Transfer Attendant 4-28 Legend Reference Console Illustration and 5-1 Lights, ALM/ACK 8-7 Lines Busy Verification of 4-34 Lines, Busy Verification of 8-9 Lines in a DCS Environment Busy Verification of 4-35 List of Dial Codes 6-1...
  • Page 143 CHAPTER 10. INDEX Testing 7406D Digital Voice Terminal With Data Stand 8-4 Testing 7407D Digital Voice Terminal 8-4 Testing 7505, ISDN Modular Terminal 8-5 Testing 7506 and 7507, ISDN Display Terminals 8-5 Testing, Attendant Console 8-1 Testing Attendant Console 8-7 Testing Hybrid Voice Terminals 8-6 Testing, Voice Terminal 8-1 Time of Day Routing...

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