Avaya Communication Manager Administrator's Manual page 1606

Feature Reference
Misoperation Handling
The following scenario describes a typical misoperation on a digital terminal.
1
While connected to an incoming external call, a digital-terminal user with a call on hold goes
on-hook during another feature operation before completing the operation.
2
The user hears dial tone, dials an invalid extension, and hangs up.
3
A misoperation occurs unless going on-hook completes the operation (for example, call transfer).
The held call remains on hold indefinitely with a flashing call-appearance lamp.
Enhanced operation
Once you enable Misoperation Alerting, calls are handled depending upon the type of call placed on hold
and the type of telephone (digital multiappearance, analog single-line, or attendant console) in use when
the misoperation occurs. The following list describes the 3 call types that determine misoperation
handling.
•
Call Type 1 — An outgoing public-network call is classified as Type 1 when answer supervision
is received or when the trunk group's Answer Supervision Timer expires, even if the trunk is still
ringing. An incoming call is classified as Type 1 when it is answered.
•
Call Type 2 — An incoming external-public-network call is classified as Type 2 before it is
answered. A misoperation cannot occur with a Type 2 call because an unanswered incoming call
cannot be placed on hold without first being answered.
•
Call Type 3 — All internal calls, conference calls, and tie-trunk calls are classified as Type 3.
Analog terminal misoperation
The following 2 scenarios describe typical misoperations on an analog terminal.
Scenario 1
1
While connected to an incoming external call (Type 1), an analog-terminal user flashes to transfer
the call to another terminal.
2
The user hears dial tone, dials an invalid extension, then hears intercept tone.
3
When the user hangs up, the call re-alerts the user for 15 seconds and eventually routes to the
attendant.
Scenario 2
1
While connected to an incoming external call (Type 1), an analog station user flashes to place the
call on hold while calling another extension.
2
The user hears dial tone and dials the CAS Remote Hold/Answer Hold/unhold access code.
3
The user dials an extension and talks with the user at the extension and hangs up.
4
A misoperation occurs because the first call is still left on hold.
5
The terminal is alerted for 15 seconds and the call routes to an attendant.
6
If the first call is not answered before the timer expires, the call drops.
1606 Administrator's Guide for Avaya Communication Manager
November 2003