Lucent Technologies DEFINITY Enterprise Communications Server Operation Manual
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Lucent Technologies DEFINITY Enterprise Communications Server Operation Manual

Enterprise communications server release 7 console operations
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DEFINITY
Enterprise Communications Server
Release 7
Console Operations
®
555-230-700
Comcode 108383837
Issue 4
June 1999

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Summary of Contents for Lucent Technologies DEFINITY Enterprise Communications Server

  • Page 1 ® DEFINITY Enterprise Communications Server Release 7 Console Operations 555-230-700 Comcode 108383837 Issue 4 June 1999...
  • Page 2 Lucent Technologies will not be responsible for any charges that result from such unauthorized use. Lucent Technologies Fraud Intervention...

  • Page 3: Table Of Contents

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Contents Contents Contents Introduction Conventions Used in This Document Security Measures Understanding the Console Layout Physical Layout of Your Console Outside-Lines Buttons Area Call Appearance Buttons Dialing Keypad Features The Display...
  • Page 4 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Contents Answering Calls for Another Party Backing Up the Console Operator Routing Calls Through the Console Operator Covering Calls from the Console Forwarding All Calls Parking Calls Paging for Called Parties...
  • Page 5 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Contents Using Visually Impaired Attendant Service Centralized Attendant Service Identifying Differences in a CAS Environment Using CAS-Associated Tones Using a CAS Display Using CAS Operating Procedures Transferring CAS Calls Placing Calls on Remote Hold...
  • Page 6 Issue 4 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 June 1999 Contents...

  • Page 7: Introduction

    DEFINITY Enterprise Communications Server and GuestWorks Release 7 — Hospitality Operations, Issue 5, 555-230-723 DEFINITY Enterprise Communications Server Generic 1, Generic 3, and System 75 — Automatic Call Distribution (ACD) Agent Instructions, Issue 5, 555-230-722 DEFINITY Enterprise Communications Server Generic 1, Generic 3, and System 75 —...

  • Page 8: Conventions Used In This Document

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Introduction Conventions Used in This Document Chapter 3, ‘‘Operating the Console’’ placing calls, transferring calls, placing callers on hold, placing conference calls, and handling emergency calls. Chapter 4, ‘‘Using the Features’’...
  • Page 9 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Introduction Security Measures Rerouting calls to console operators Changing barrier codes Sending calls to console operators Console operator-controlled remote access Sending reports to console operators Issue 4 June 1999...
  • Page 10 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Introduction Security Measures Issue 4 June 1999...

  • Page 11: Understanding The Console Layout

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console Understanding the Console Layout Your console is a powerful communications tool. With it, you function as a communications hub by managing calls and performing a variety of special functions.
  • Page 12 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console Figure Notes: 1. Lamp Test Switch 2. Handset 3. Handset Cradle 4. Call Processing Area 5. Outside-line Buttons 6. Warning Lamps and Call Waiting Lamps 7.

  • Page 13: Definity® Enterprise Communications Server Release

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console Figure Notes: 1. Handset 2. Handset Cradle 3. Call Processing Area 4. Warning Lamps and Call Waiting Lamps 5. Outside-line Buttons 6. Display Buttons Figure 2.

  • Page 14: Call Appearance Buttons

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console A Warning lamp that lights when a predetermined number of outside lines are busy A Control lamp indicating that an outside line is in use Figure 3.

  • Page 15: Dialing Keypad

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console Figure 4. Call Appearance Buttons and Lamps Dialing Keypad The dialing keypad has several buttons and lamps used for processing calls or notifying you of calls that are waiting to be answered, system-detected alarms, and lines that are available for placing calls.
  • Page 16 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console The call-appearance buttons allow you to: Cancel a call CANCEL disconnecting parties who are on the line. Start a call START NOTE: If you have Autostart, you can begin a call without pressing any button.

  • Page 17: Features

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console Table 1. Call Processing Indicators (Continued) Lamp Name Condition Calls Waiting Lighted Warning Individual Calls Lighted Waiting Pos Avail Lighted Dark Features The features area of your console allows you to perform standard and specialty operations.

  • Page 18: The Display

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console Figure 6. Feature Button Area The Display The alphanumeric display provides information about callers, called parties, call status, and call features. Your console has 9 buttons in the display area that function as different modes for viewing information.
  • Page 19 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console Figure 7. Display These display mode buttons are as follows: NOTE: Your system manager may change the function of each button. NORMAL MODE This button displays call-related information for active, incoming calls and console-originated calls.

  • Page 20: Displaying In Normal Mode

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console NEXT MSG This button displays the next stored LWC message. If you are in Cover Msg Rt mode, the display shows END OF MESSAGES or NEXT TO REPEAT.
  • Page 21 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console For incoming calls, the display shows the called party’s name and extension. In the following sample, the called party is Liz Via who is at extension 4328.
  • Page 22 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console Your system manager assigns calling privileges for all system users. A 2-digit number assigned by your system manager, followed by a hyphen and 4-alpha characters that identify the user’s calling privileges.
  • Page 23 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console Table 3. Call Purpose Identifiers (Continued) Identifier Description Displays when called parties do one of the following: System users forward their calls to you.

  • Page 24: Ringer-Volume Control Area

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console Table 4. Call Status Identifiers Identifier Ringing Wait Wait, [I] Intrusion Allowed Busy Busy, [I] Intrusion Allowed NOTE: If your system has Integrated Services Digital Network (ISDN) —...

  • Page 25: Selector Console

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console Figure 8. Ringer Volume Control Area (enhanced console) The ringer volume control area has an button. To adjust the volume on your console: SELECT 1.
  • Page 26 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console Figure 9. Selector Console Area Determining Extension Number Status You can determine the status of an extension by pressing the two buttons necessary to complete the extension and looking at the lamp to the left of the appropriate DXS button.

  • Page 27: Tones Heard Through Handset Or Headset

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console If a station has the SAC feature active and is busy, the DXS/BLF lamps remain steady until the station is no longer busy. At that time, the lamp goes to a flashing mode.
  • Page 28 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Understanding the Console Layout Physical Layout of Your Console Table 5. Ringing and Tones Descriptions (Continued) Tone Name Call Waiting Ringback Incoming Call Ringing Calls Waiting (Queued Calls) Timed Reminder (Attendant...

  • Page 29: Operating The Console

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Operating the Console Operating the Console As a console operator, you spend the majority of your day placing calls, transferring calls, and putting callers on hold. You might also place a conference call or handle communications for an unexpected emergency.

  • Page 30: Activating The Console

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Operating the Console Activating the Console Activating the Console Activating the console refers to preparing the console for human control. To activate the console: 1. Plug in the handset or the headset.

  • Page 31: Transferring Calls To Outside Numbers

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Operating the Console Transferring Calls to Outside Numbers 5. Select one of the following options: Press the Announce the call to the called party. — If the called party accepts the call, press the —...

  • Page 32: Placing Callers On Hold

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Operating the Console Placing Callers on Hold — If the called party declines to talk to the caller, press the S If the called party is busy or does not answer, press the C button to reconnect with the caller.

  • Page 33: Answering Emergency Calls

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Operating the Console Answering Emergency Calls To use connect two or more parties: 1. Call internal or external party number 1. 2. Press the S 3. Call the internal or external party number 2.
  • Page 34 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Operating the Console Answering Emergency Calls Issue 4 June 1999...

  • Page 35: Using The Features

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Speeding Up the Console Using the Features You might find yourself working at an organization that requires you to know more than the standard operating procedures outlined in the previous chapter. For example, you may be the guardian of your company’s long distance calls.

  • Page 36: Speed Dialing

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Speeding Up the Console Example Phone calls to Widgets, Inc. exceed 300 per day. Pat scrambles constantly to meet the demands of incoming calls. The system manager, Kelly Ratliffe, programs Auto Start to save Pat precious seconds.

  • Page 37: Holding Calls Automatically

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Handling Multiple-Party Calls Holding Calls Automatically Your console automatically places a call on hold when you answer another call. Example Widgets, Inc. is conducting an infomercial on their self-cleaning bathtubs. Pat’s console is unusually busy.

  • Page 38: Locking Out The Console Operator

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Handling Multiple-Party Calls Procedures To place a conference call: 1. Call internal or external party number 1. 2. Press the START 3. Call the internal or external party number 2.

  • Page 39: Paging With Deluxe Voice Paging

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Handling Multiple-Party Calls Example Robert Planter, vice president of public relations, is on a conference call with musician, Larry Browning, and stand-up comedian, Cindy Wittner, to plan for a community fund-raising event.

  • Page 40: Answering Calls For Another Party

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Answering Calls for Another Party Example Robert Planter, vice president of public relations, is on a conference call with musician, Larry Browning, and stand-up comedian, Cindy Wittner, to plan for an upcoming community fund-raising event.

  • Page 41: Backing Up The Console Operator

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Answering Calls for Another Party Backing Up the Console Operator Your system manager can program your overflow calls to ring to one or more designated phone. Example The marketing department just launched an infomercial about Widget, Inc.’s self-cleaning bathtubs.

  • Page 42: Forwarding All Calls

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Answering Calls for Another Party Example Widgets, Inc. takes great pride in providing human contact for all persons calling customer service representatives. The system manager, Kelly Ratliffe, has programmed all customer service representative phones to go to coverage.

  • Page 43: Parking Calls

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Answering Calls for Another Party Example Bob Sisterkey, quality assurance specialist at Widgets, Inc., had to leave the office in a hurry for a personal emergency. He is expecting an important phone call, so he calls Pat and asks her to forward his calls to another member of his team.

  • Page 44: Paging For Called Parties

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Paging for Called Parties Example Rick Foylund, company arbitrator, is away from his desk when a call comes in for him. Pat pages Rick to tell him that he can call extension 5432 to answer his call.

  • Page 45: Chime Paging

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Paging for Called Parties Example Rick Foylund, company arbitrator, is away from his desk when a call comes in for him. Pat places the call on hold at one of her 10 call park extensions. Pat pages Rick to tell him the number to dial to answer his call.
  • Page 46 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Paging for Called Parties The outside line buttons to function as paging buttons A sequence of numbers on your dial keypad that serves as the paging access code...

  • Page 47: Paging With Voice Paging

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Paging for Called Parties Paging with Voice Paging When called parties are away from their phones, you can page them with loudspeaker paging by parking their call then voice paging them to the extension where you parked their call.

  • Page 48: Paging With Deluxe Voice Paging

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Paging for Called Parties Paging with Deluxe Voice Paging This feature combines call park and loudspeaker paging. You can page a caller to call an extension or call you. You also can add a paged party to an existing conference call.

  • Page 49: Assisting Callers With Special Tools

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Assisting Callers with Special Tools 3. Press the 4. Press the Unanswered pages return to you for further assistance. If the allotted time for paging announcements expires during the page, the call disconnects and you hear an intercept tone (alternating high-low, siren-like tone or fast busy tone).

  • Page 50: Split-Swap

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Assisting Callers with Special Tools 4. One of the following options occurs: The call automatically rings through when the busy line becomes available. If the line does not become available within the time preset by your system manager, the call rings back to you.

  • Page 51: Interrupting A Call

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Assisting Callers with Special Tools Procedures To activate split-swap: 1. Press the SPLIT-SWAP To deactivate split-swap, do one of the following: 1. Press the SPLIT 2. Press the RELEASE 3.

  • Page 52: Overriding Diversion Features

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Assisting Callers with Special Tools Press the SPLIT Press the RELEASE Overriding Diversion Features Sometimes system users divert their incoming calls to another phone. For example, a user might forward calls to another extension for a lunch break. With this feature, you can bypass a diversion feature to access a desired party.
  • Page 53 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Assisting Callers with Special Tools Example Edward Murrow, Widgets, Inc. salesman, just fell down a flight of stairs breaking his leg. Tom Bronaw, who was nearby, calls the emergency extension. As soon as the call is made, all digital telephones with an assigned notified with a continuous ring.

  • Page 54: Providing Emergency Notification To The Operator

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Assisting Callers with Special Tools 3. The user records the crisis alert information. 4. The user pushes the and the display clears. Providing Emergency Notification to the Operator Your system manager dedicates an attendant consoles to service emergency calls.

  • Page 55: Placing A Series Of Calls

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Assisting Callers with Special Tools Example Linda Mahoney, Widgets, Inc. spokesperson, has just suffered from a heart attack. Tom Roberts, who works nearby, calls the company’s emergency access to attendant feature access code (FAC).

  • Page 56: Managing Outside Lines

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Managing Outside Lines Examples Widgets, Inc. researcher Susan Bealan is in a remote part of the world locating natural resources for manufacturing environmentally-safe bathtub cleanser. She needs to talk to several people at Widgets, Inc. and wants to ensure that she does not lose contact with the company’s phone system.

  • Page 57: Displaying Outside Line Information

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Managing Outside Lines Example In an effort to increase their profit margins, Widgets, Inc. institutes a controlled long-distance calling plan. Only three customer service representatives may use long distance service and they may only call Widget, Inc. distributors. Pat screens all outgoing customer service calls and when appropriate dials the long-distance numbers for the representatives.

  • Page 58: Choosing Outside Lines

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Using Features for Internal Use Special call status information (designated by MISCID in this chapter) Information about the changing status of a call NOTE: Sometimes a billing number displays for a calling or called number.
  • Page 59 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Using Features for Internal Use Table 7. Calling Restrictions Call Type Outbound calls All Calls Station-to-Station Termination Toll These restrictions override user privileges established by your system manager.

  • Page 60: Activating Don't Split

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Using Features for Internal Use 5. Select one of the following options: If you hear a confirmation tone (3 short bursts of tone), press the RELEASE If you hear an intercept tone (alternating high-low, siren-like tone or fast busy tone), the extension is already restricted, or you dialed an incorrect code.

  • Page 61: Testing Phone System Components

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Using Features for Internal Use Procedures To use don’t split: 1. Press the DONT SPLIT 2. Dial the desired number. To deactivate don’t split: 1. Press the CANCEL...

  • Page 62: Using The Internal Directory

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Using Features for Internal Use Activate and deactivate functions associated with hunt groups. (Ask your system manager for more information.) Have two calls waiting in your individual call waiting queue Example Widgets, Inc.

  • Page 63: Assigning Main Console Operators

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Using Features for Internal Use 3. Press the NEXT 4. Select one of the following options: Press the If entered name is not in directory, NO MATCH - TRY AGAIN 5.

  • Page 64: Retrieving Messages

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Using Features for Internal Use Feature Name Leave Word Calling Procedures To store a message when a phone is busy or a call goes unanswered: 1. Press the START 2.

  • Page 65: Using Night Service

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Using Features for Internal Use Feature Name Message Retrieval Procedures To retrieve messages: 1. Press the COVER MSG RT Messages display on the display. 2. Read messages, if any, to the system user.

  • Page 66: Routing Calls Economically

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Using Features for Internal Use Routing Calls Economically Your system can route outgoing calls in the most economical way based on the time of day and the day of the week. Your system manager designates one of up to eight routing plans as the standard routing plan for each day of the week.
  • Page 67 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Using Features for Internal Use Immediate Manual Override When you activate this option, the currently active routing plan is changed immediately to a new plan. The new plan remains in effect until the override is deactivated manually or until the next scheduled routing plan takes effect.
  • Page 68 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Using Features for Internal Use Clocked Manual Override This option lets you specify the day and time to override the scheduled Time-of-Day routing plan. You also can specify a deactivate day and time, or you can manually deactivate Clocked Manual Override.

  • Page 69: Using Visually Impaired Attendant Service

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Using Features for Internal Use 2. Enter the following in the order shown: 1 through 7 (to specify the day) 0000 through 2359 (to specify the hour) Display shows:...
  • Page 70 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Using the Features Using Features for Internal Use NOTE: This feature requires at least one speech processor circuit pack to be installed into a system port carrier, since you can perform VIAS capabilities with speech synthesis messages that system users voice to you.

  • Page 71: Centralized Attendant Service

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Centralized Attendant Service Identifying Differences in a CAS Environment Centralized Attendant Service Centralized Attendant Service (CAS) allows multi-switch systems at more than one location to consolidate console operators at one location. This location is “CAS main.”...

  • Page 72: Using Cas-Associated Tones

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Centralized Attendant Service Identifying Differences in a CAS Environment Using CAS-Associated Tones In addition to the standard console tones, a CAS console has the following call identification tones: Table 9. Ringing and Tones Descriptions...

  • Page 73: Using Cas Operating Procedures

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Centralized Attendant Service Identifying Differences in a CAS Environment Using CAS Operating Procedures Operating procedures for CAS environments work similarly to standard environments. However, transferring calls, placing calls on hold, console backup services, and night service function differently in CAS environments.

  • Page 74: Placing Calls On Remote Hold

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Centralized Attendant Service Identifying Differences in a CAS Environment Explain to the caller that the called party cannot be reached. If the caller wants to wait, transfer the call again; then press the button.
  • Page 75 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Centralized Attendant Service Identifying Differences in a CAS Environment 2. Listen for call identification tone (if provided by the branch). 3. Answer the call. 4. Select one of the following options:...
  • Page 76 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Centralized Attendant Service Identifying Differences in a CAS Environment Press the Press the The transferred call drops, or remote hold deactivates. Single-Line Phone — Night Service Operations If a single-line phone performs night service, the user flashes the switchhook to transfer CAS calls.

  • Page 77: Routine Maintenance

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Routine Maintenance Testing the Console Routine Maintenance Routine testing and cleaning for your console is quite simple. This chapter provides step-by-step procedures for testing your console, describes cleaning procedures, and discusses what you need to do in the case of a power outage.

  • Page 78: Cleaning Your Console

    DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Routine Maintenance Cleaning Your Console To test the display and lamps on a 302C console: 1. Press the POS BUSY 2. When finished, press Cleaning Your Console To clean the console, use a slightly-dampened paper towel or soft cloth. Oily substances on the console may require considerable rubbing or the use of a mild cleaner, such as window cleaner or desk and office cleaner.
  • Page 79 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Glossary and Abbreviations Glossary and Abbreviations Automatic Alternate Routing (AAR) Abbreviated Dialing (AD) A feature that allows callers to place calls by dialing just one or two digits. Automatic Alternate Routing...
  • Page 80 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Glossary and Abbreviations Automatic Call Distribution (ACD) split A method of routing calls of a similar type among agents in a call center. Also, a group of extensions that are staffed by agents trained to handle a certain type of incoming call.
  • Page 81 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Glossary and Abbreviations The communications system itself consists of a digital computer, software, storage device, and carriers with special hardware to perform the connections. A communications system provides voice and data communications services, including access to public and private networks, for telephones and data terminals on a customer’s premises.
  • Page 82 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Glossary and Abbreviations inside call A call placed from one telephone to another within the local communications system. Integrated Services Digital Network (ISDN) A public or private network that provides end-to-end digital communications for all services to which users have access by a limited set of standard multipurpose user-network interfaces defined by the CCITT.
  • Page 83 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Glossary and Abbreviations network A series of points, nodes, or stations connected by communications channels. Private branch exchange Primary Rate Interface (PRI) Primary Rate Interface (PRI) A standard ISDN frame format that specifies the protocol used between two or more communications systems.
  • Page 84 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Glossary and Abbreviations single-line phone A phone served by a single-line tip and ring circuit (models 500, 2500, 7101A, 7103A). split status lamp A green light that shows the status of a call appearance or a feature button by the state of the light (lit, flashing, fluttering, broken flutter, or unlit).
  • Page 85 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Index Index Numerics 302A/B console diagram 302C console diagram abbreviated dialing see speed dialing accessing individual operators activating don’t split see don’t split activating the console alarm lamp alarm reported lamp...
  • Page 86 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Index attendant recall see recalling the operator attendant serial calling see placing a series of calls auto start automatic alternate routing and automatic route selection see choosing the best route for calls...
  • Page 87 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Index call waiting warning called-party identification caller information call-handling buttons cancel release start calling other console operators calling privilege identifiers calls waiting lamp cancel button cancelling CAS calls CAS alphanumeric display...
  • Page 88 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Index dialing keypad area direct extension selection (DXS) display called-party identification caller information diagram don’t split emergency calls emergency notification every user responds exceptions transferring extension number status feature access codes...
  • Page 89 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Index lamp-test switch leave word calling leaving messages leaving messages locking out the operator loudspeaker paging paging with voice paging loudspeaker paging access — deluxe paging with deluxe voice paging make call button...
  • Page 90 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Index paging with voice paging parking calls placing a series of calls placing calls on hold placing remote-hold calls pos avail position available, see pos avail principal principal console providing emergency access to the operator...
  • Page 91 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 Index timer button tones CAS-associated tones transferring calls externally internally outside numbers transferring CAS calls user calling privileges using call waiting using night service using the internal directory VIAS, see Visually Impaired Attendant Service...

  • Page 92: Console Operations 555-230-700 June

    Issue 4 DEFINITY® Enterprise Communications Server Release 7 Console Operations 555-230-700 June 1999 Index...

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