Page 1 ® DEFINITY PC Console Release 2.5 User’ s Manual 555-233-739 Issue 2.5 October 1999...
Page 2 Lucent Technologies, Holmdel, NJ 07733-3030. common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use. Lucent Technologies Fraud Intervention. If you suspect that you are being victimized by toll fraud...
Page 3: Table Of Contents
About This Document 1 Installation Before You Begin Contents of the Package Hardware and Software Requirements for the Personal Computer Additional Hardware Required Installation Administering PC Console, at the Switch, as an Attendant Console Assessing Your Hardware Components Connecting the PC to the Telephone Connecting the PC/Telephone Configuration to the Power Source 1-14...
Page 4 About This Document 3 Console Administration Overview Accessing the Console Administration Area Assigning Attendant Profiles and Passwords Identifying Button Functions Defining System Parameters 3-11 Creating Custom Languages 3-16 Exiting the Console Administration Area 3-22 4 Directory Administration Overview Using the PhoneLine MasterDirectory Software Helpful Hints When Building Your Directories Importing an Upload File —...
Page 5 About This Document 6 Switch Features Abbreviated Dialing Attendant Call Waiting Attendant Conference Attendant Control of Trunk Group Access Attendant Direct Trunk Group Selection Attendant Intrusion (Call Offer) (Generic 3r) Interactions Attendant Lockout Attendant Override of Diversion Features (Generic 3r) Attendant Priority Queue (Generic 3r) Attendant Recall Attendant Serial Call (Generic 3r)
Page 6 About This Document Individual Attendant Access 6-26 Integrated Directory 6-27 Inter-PBX Attendant Service (IAS) 6-28 Interactions 6-28 ISDN-PRI 6-30 Basic ISDN-PRI Call 6-31 Redirected ISDN-PRI Call 6-32 Leave Word Calling 6-32 Loudspeaker Paging Access 6-34 Loudspeaker Paging Access-Deluxe 6-35 Message Retrieval 6-39 Multiple Listed Directory Numbers 6-40...
Page 7 About This Document 7 Operating in a Distributed Communications System Environment Attendant Call Waiting Attendant Control of Trunk Group Access Attendant Display Automatic Circuit Assurance Busy Verification of Telephones and Trunks Call Forwarding All Calls Direct Trunk Group Selection Trunk Group Busy/Warning Indicators 8 Operating in a Centralized Attendant Service Environment An Overview of the CAS Environment...
Page 8 About This Document 9 Troubleshooting Backup Procedures and Considerations Troubleshooting PC Console Installation and Usage Problems Troubleshooting Problems with the Telephone or PassageWay Adapter Troubleshooting Error Messages Troubleshooting General Usage Problems 9-14 Troubleshooting Switch Problems 9-20 Console Alarm Indicators 9-20 Alarm and Alarm Reported Indicators 9-20 Optional Alarm Lamps...
Page 9 About This Document The Contents of This Document This user’ s manual contains all of the procedures and reference material you may need to install, administer, operate, maintain, and troubleshoot PC Console Release 2 in your unique environment. Chapter 1, “ Installation,” describes the components included with PC Console, outlines hardware/software requirements and configuration options, and provides step-by-step procedures to successfully install PC Console.
Page 10 Operations screen allows you to select the Attendant drop down menu. Security Issues As a Lucent Technologies customer, you should be aware that there is an increasing problem of telephone fraud. Telephone toll fraud can occur in many forms, despite the numerous efforts of telephone companies and telephone equipment manufacturers to control it.
Page 11 About This Document Maintenance ports are their most recent target of abuse. In this scenario, hackers find a private branch exchange (PBX) maintenance port number with their “ war dialer;” a device that randomly dials telephone numbers until a modem or dial tone is obtained.
Page 12 Monitor access to the dial-up maintenance port. Change the access password regularly and issue it only to authorized personnel. Consider using the Remote Port Security Device (RPSD) — a Lucent Technologies product that helps protect your administration and maintenance ports from unauthorized access.
Page 13 Document # Document Title 555-025-600 BCS Products Security Handbook Lucent Technologies Fraud Intervention If you suspect you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643-2353.
Page 14 About This Document Product Support PC Console was designed for compatibility with all current versions of DEFINITY Communications System G1 and G3, and DEFINITY Prologix Solutions. If you have a question about PC Console, first read this manual or refer to the on-line help.
Page 15: Installation
(by mail or fax) to the BCS Publications Center. The appropriate address is provided on the card. Comment card Lucent Technologies welcomes your feedback on the PC Console documentation. Please return the comment card (by mail or fax) to the address provided on the card.
Page 16: Additional Hardware Required
Installation 15” Super VGA (SVGA) monitor ® Pentium -based processor 100 Megahertz clocking speed 16 MB of RAM available to PC Console CD-ROM drive ™ Microsoft Windows NT , Microsoft Windows 95, or Microsoft Windows 3.1 or later A COM Port dedicated to PC Console. (No other application may vie for this port.) Sufficient hard disk space.
Page 17 Power supply: For US installations, the DEFINITY Power Kit, containing: KS-22911 power supply, 400B2 adapter, and D6AP cord. For US or International installations, the MSP-1 Power Supply Kit, containing: MSP-1 power supply, and power cord.
Page 18: Installation
Installation Installation Installing PC Console is a multi-step process. You must perform each of the following, in the order indicated: Administer PC Console, at the switch, as an Attendant Console. Assess your hardware components. Connect the PC to the telephone. Connect the PC/telephone configuration to the power source.
Page 19 Installation 4. If PC Console is not replacing an existing 302 Attendant Console, use the following command to enter the data for PC Console as a 302 Attendant Console: add attendant # 5. Select the appropriate options on the attendant form. Among these options is the type of console being defined.
Page 20: Assessing Your Hardware Components
Installation Assessing Your Hardware Components PC Console can be configured to use either a 64xx-, 74xx-, 84xx- or 94xx- series DCP telephone with PassageWay Adapter, or an 8411 or CallMaster VI telephone. You will note that the 8411 and the CallMaster VI telephones do not require the PassageWay Adapter.
Page 21 Installation In addition, the PC Console telephone can be powered by one of two components. The KS-22911 power supply can be used in the United States, and the MSP-1 can be used in most international installations. NOTE: The CallMaster VI is powered by the switch and does not require a separate power supply.
Page 22: Connecting The Pc To The Telephone
Installation Connecting the PC to the Telephone If you are using a CallMaster VI telephone (see Figure 1-3): 1. Plug the EIA-232-D Connector cord (including adapter, if necessary) into the communications (COM) port on the PC. If more than one port is available, write down the number of the port to which you physically attach the cord.
Page 23 Installation Figure 1-3. Connecting the PC to the CallMaster VI Telephone Issue 2.5 October 1999...
Page 24 Installation If you are using an 8411 telephone (see Figure 1-4): 1. Plug the EIA-232-D Connector cord (including adapter, if necessary) into the communications (COM) port on the PC. If more than one port is available, write down the number of the port to which you physically attach the cord.
Page 25 Installation Figure 1-4. Connecting the PC to the 8411 Telephone 1-11 Issue 2.5 October 1999...
Page 26 Installation If you are using a DCP telephone and PassageWay Adapter (see Figure 1-5): 1. Plug the EIA-232-D Connector cord (including adapter, if necessary) into the communications (COM) port on the PC. If more than one port is available, write down the number of the port to which you physically attach the cord.
Page 27 Installation Figure 1-5. Connecting the PC to the DCP Telephone and PassageWay Adapter 1-13 Issue 2.5 October 1999...
Page 28: Connecting The Pc/Telephone Configuration To The Power Source
Installation Connecting the PC/Telephone Configuration to the Power Source If you are using an 8411, 64xx-, 74xx-, 84xx-, or 94xx-series telephone, you must connect the PC/Telephone configuration to a separate power source. NOTE: This step is not necessary if you are using a CallMaster VI telephone. The CallMaster VI is powered by the switch, and does not require a separate power supply.
Page 29 Installation Figure 1-6. Attaching the KS-22911,L2 Power Source 1-15 Issue 2.5 October 1999...
Page 30 Installation If you are using an MSP-1 power source (see Figure 1-7): 1. Plug the remaining end of the D8W cord (from the PC/Telephone configuration you assembled earlier) into the connector labeled “ Phone” on the power supply. 2. Insert one end of the second D8W cord into the connector labeled “...
Page 31 Installation Figure 1-7. Attaching the MSP-1 Power Source 1-17 Issue 2.5 October 1999...
Page 32: Installing The Pc Console Software
Installation Installing the PC Console Software To install the PC Console software: 1. Insert the PC Console CD in the CD-ROM drive. (The instructions in this section assume that you are using drive d. If this is not the case, substitute d with the appropriate drive letter.) 2.
Page 33 Installation NOTE: If you are upgrading or reinstalling the PC Console software, you will see a message later indicating that the directory already exists. You can safely reinstall to the same directory. The PC Console installation program will automatically create a backup directory of the previously installed software, in a location that you can specify.
Page 34: Administering The Pc Console Software
Installation The installation process begins. It takes approximately four to five minutes to install the contents of the CD-ROM to your computer. When the process is complete, the Installation Completed dialog box is displayed. 19. Click Finish. If you are using Windows NT or Windows 95 and any system files were updated during the installation process, the Restart Computer dialog box is displayed.
Page 35 Installation 6. Click OK or press ENTER. The New Password Confirmed dialog box is displayed. 7. Click OK or press ENTER. 8. Select Administration-Upgrade-Administration from the Menu Bar. The software attempts to locate the System Database last used by PC Console. It looks for a file named pccon.mdb in the pccon\admin directory.
Page 36 Installation When the Language Database has been successfully upgraded, a confirmation message is displayed at the bottom of the screen. 10. For each custom language already defined in your PC Console environment, locate and translate the new terms that will appear within the PC Console screens.
Page 37: Administering The Phoneline Masterdirectory Software
Installation 3. Enter a new system name, and type a new password to be associated with that system. NOTE: You must name your system the first time you access the PC Console application. If necessary, you can change this name later, from within the PC Console software. You will need to know the password, that you are assigning now, whenever you make administrative changes to the PC Console application.
Page 38: Confirming The Operation Of Your Telephone
Installation To administer the PhoneLine MasterDirectory software: 1. Read Chapter 4, “ Directory Administration,” of this document. This short chapter provides a brief overview of the relationship between PC Console and the PhoneLine MasterDirectory software. 2. Once you have read Chapter 4, refer to the PhoneLine MasterDirectory User’...
Page 39: Understanding Pc Console
Understanding PC Console Welcome Congratulations on your purchase of Lucent Technologies’ PC Console — the elegant solution to your call handling needs in a PC environment. PC Console offers all of the capabilities of a hardware Attendant Console; plus the ability to share information across your organization, personalize your screen displays, and manage your call handling tasks more quickly and efficiently.
Page 40: Sharing Information Within Pc Console
Understanding PC Console Place a call directly to a found entry in the PC Console database by clicking the Call button, or by pressing ENTER Immediately access on-line help information Each of these capabilities is discussed in this chapter. Sharing Information within PC Console PC Console was designed to share information across your organization.
Page 41: Help Information
Understanding PC Console Help Information To get immediate on-line help, press F1. You can find information by subject matter, search by a word or phrase, or jump between related subjects quickly to locate the information you need. Busy Lamp Field To move quickly to the Busy Lamp Field area, press F2.
Page 42: Display Buttons
Understanding PC Console If the Position Busy feature button should turn blue, this indicates that all positions are either busy or unavailable. Five feature buttons are on every PC Console — Split, Hold, Forced Release, Position Busy, and Night Service. Your system administrator can assign the remaining buttons as optional feature buttons;...
Page 43: Call Handling Area
Understanding PC Console To search for an entry in a PC Console directory, use the Search By box to select the field name that corresponds to the type of search you want to perform. In the box labeled Search For, type the string of text that you want PC Console to locate.
Page 44 Understanding PC Console Your available options, illustrated graphically, as indicated in the following table of icons. Icon What it does The function key that also accesses this call handling option Answer Call Cancel Conference Forced Release Hold Release Retrieve Transfer To handle a call, or receive additional information about a particular call, click on the call bar associated with that call.
Page 45: Issue 2.5 October 1999
Understanding PC Console When you move your cursor to that call bar, the Second Party Display at the bottom of your screen identifies the called party. This information, if available, is pulled from the primary PC Directory. To answer the incoming call, you click the Answer icon The ringing stops.
Page 46 Understanding PC Console Some applications and components (like voice mail) require that tones be sent, or not sent. However please note that if Auto Start is administered on your switch, you must specify that tones are not sent during dialing. Therefore, you would leave the box unchecked.
Page 47: Console Administration
Console Administration Overview The term “ Console Administration” refers to a collection of procedures. These are the procedures that you, as System Administrator, will use to define your environment. This includes identifying the users who are authorized to access the PC Console system, and specifying how the buttons are configured at the switch by configuring them the same way within the PC Console software.
Page 48: Accessing The Console Administration Area
Console Administration Accessing the Console Administration Area To access the console administration area: 1. Close any open PC Console application. 2. From your Desktop or the Program Manager screen, locate the PC Console program group (or the program group containing the PC Console application icons).
Page 49 Console Administration Auto Transfer. Check this box if the user wants calls to be transferred automatically; without operator announcement. This feature reduces the number of steps required to transfer a call. NOTE: If Auto Transfer is not enabled for a particular attendant, the attendant can temporarily override this instruction by checking a box labeled “...
Page 50: Identifying Button Functions
Console Administration 3. Make the appropriate changes to the following profile information: Language. Select an interface language for the user. The language that you specify will determine what the user sees on the PC Console administration and operating screens, as well as prompts, messages, and other information.
Page 51 Console Administration Trunk Groups Hundreds Groups, and their associated Busy Lamp Fields Feature Buttons Display Buttons To label the Trunk Group buttons: 1. From the Button Identification area, click the button labeled Trunk Groups. Twelve Trunk Group buttons, initially unlabeled, are displayed across the screen.
Page 52 Console Administration 2. Label each Hundreds Group button, just as it has been administered at the switch. The label you assign to each Hundreds Group button should reflect the first digit (or group of digits) for the associated extensions. For example: If your dialing plan has 3-digit extensions, you could conceivably have 1000 extensions —...
Page 53 Console Administration These buttons perform the same function as feature buttons on a non-PC based attendant console. They are used to access and perform pre-determined functions. For example, an Integrated Directory feature button accesses the Integrated Directory feature on the switch. If a button is labeled with a feature name, the button is “...
Page 54 Console Administration If an entry in the Feature Button Definition Table appears in blue, this indicates that the feature is not required for PC Console. If, however, you wish to administer that particular feature button, you must do so utilizing the line that the partially-created button already occupies.
Page 55 Console Administration To label the display buttons: 1. From the Button Identification area, click the button labeled Display. Eight display buttons are displayed on the screen. Some display buttons are labeled with names, and others are labeled with numbers. These buttons perform the same function as display buttons on a non-PC based attendant console.
Page 56 Console Administration If an entry in the Display Button Definition Table appears in blue, this indicates that the feature is optional, but the display button name is locked and cannot be changed. You can, however, change the button label, as well as the number that specifies its position within the two-column table.
Page 57: Defining System Parameters
Console Administration Defining System Parameters The System Parameters function allows you to define where the various system components are physically stored. Here, you will specify to which COM port the telephone or PassageWay Adapter is connected, and where the database information that drives PC Console resides.
Page 58 Console Administration Companding — This option is set, by default for Mu-Law. Leaving this default permits the system to digitize voice signals according to accepted Mu-Law standards. Setting this option to A-Law requires the system to digitize voice signals according to accepted A-Law standards. Second Party Display —...
Page 59 Console Administration To “point to” a different System Log File: 1. From the System Parameters screen, locate and click on the button labeled System Log File, on the left side of the screen. The display to its right indicates where the PC Console application currently looks for the file (“...
Page 60 Console Administration To “point to” a different COM Port: 1. From the System Parameters screen, locate and click on the down arrow next to the name of the currently administered COM port. A dropdown list box indicates four COM port addresses, 1 through 4, through which the PC can be attached to the telephone or PassageWay Adapter.
Page 61 Console Administration To change the Second Party Display standard currently in effect: 1. From the System Parameters screen, locate the radio-group buttons beneath the term Second Party Display. This setting determines whether the intended receiver information or the dialing party information will be displayed in the Second Party Display area (within Call Handling) on the Console Operations screen during a multiple-party call.
Page 62: Creating Custom Languages
Console Administration PC Console compares each entry from the switch’ s Integrated Directory to those in the Upload File, then makes the following changes to the Upload File: Identical entries are left intact. New entries to the Integrated Directory are added. Entries deleted from the Integrated Directory are left intact.
Page 63 Console Administration Initialize translations to You must indicate the foundation, or “ starting point” for the new interface language. You can either: Highlight an existing language to copy its terms, then modify those terms in the screens that follow; or Leave this entry blank, and enter brand new terms in the screens that follow.
Page 64 Console Administration 8. Click the left arrow button near the bottom of the screen. The Keyboard-Driven Terms window is displayed. If you selected an existing language to use as a starting point, its terms are copied into this screen. Otherwise, the terms are initially blank. These are the short commands that the attendant uses to drive PC Console.
Page 65 Console Administration 10. When you are finished making changes, click Save. NOTE: If necessary, you can use the left and right arrow buttons near the bottom of the screen to cycle through the windows and make any final changes to this interface language. If all required information has been provided, and no duplication exists for the ALT- key-sequences, the screen will display a status bar message indicating that the language has been saved, and can...
Page 66 Console Administration 5. Make the appropriate changes to each of the terms on this screen: On the right side of the translation table, highlight the term whose translated value is to be assigned or changed. The original term, and its translated value, appear in the lower part of the screen.
Page 67 Console Administration To save the newly-translated term and its ALT- key sequence, press ENTER. The translation table is updated to reflect your change. If the ALT- sequence that you assigned conflicts with any other term, that term must be edited to change its ALT- sequence to remove the conflict before PC Console will allow you to save and use the finished custom language.
Page 68: Exiting The Console Administration Area
Console Administration Exiting the Console Administration Area To exit the Console Administration area: 1. Select Administration-Exit from the Menu Bar. If any changes have not been saved, you have the opportunity to save or discard those changes, or to cancel the Exit procedure. The Console Administration screen is closed.
Page 69: Directory Administration
Directory Administration Overview The term “ Directory Administration” refers to a collection of procedures. These are the procedures that you, as System Administrator, will use to define, and later identify, the database information required by PC Console to communicate with the switch. The tool that you will use to perform Directory Administration is called PhoneLine MasterDirectory.
Page 70: Helpful Hints When Building Your Directories
Directory Administration The PhoneLine MasterDirectory software also enables you to automate your update procedures. You can pre-schedule update intervals, and determine which routines will be performed each time. This minimizes your daily involvement in keeping critical database information synchronized. Information from the switch’ s Integrated Directory can also be included in the directories that you build using PhoneLine MasterDirectory.
Page 71 Directory Administration When PC Console is first installed, it includes an empty database file named dir1.md. This database file contains the following fields: Last Name First Name Phone Notes Field 5 Field 6 Field 7 You can choose to use, or not use, this predefined database structure as the foundation for your PC Console directories.
Page 72: Importing An Upload File - A Quick Overview
Directory Administration Importing an Upload File — A Quick Overview The PhoneLine MasterDirectory User’ s Guide contains the step-by-step procedures you will follow to import an Upload file. For your convenience, however, a synopsis of those instructions is provided here. To import an Upload File: 1.
Page 73: Console Operations
Console Operations Operations Overview The procedural information provided in this chapter is divided into the following three categories of Console Operations: Accessing and Exiting PC Console Operations — These are the procedures you will use to access, login, and exit the PC Console Operations area.
Page 74: Accessing And Exiting Pc Console Operations
Console Operations Accessing and Exiting PC Console Operations To launch the PC Console Operations application software: 1. Double-click on the Console Operation icon to launch the application. The PC Console splash screen is displayed, followed by the PC Console Login window. 2.
Page 75: Call Handling
Console Operations Auto Transfer — This checkbox, labeled Auto Transfer, also appears within the Call Handling area. Check the box if you want calls to be transferred automatically, without announcement. This reduces the number of steps required to transfer a call. To exit the PC Console Operations software: 1.
Page 76 Console Operations NOTE: If your switch is administered for Automatic Answer, you will not hear a ring. Instead, PC Console will establish the connection for you automatically. An Answer icon is displayed on the call bar associated with the incoming call. The background of the call bar changes to white.
Page 77: Conferencing Multiple Parties Together On A Call
Console Operations The Transfer , Hold , Release Conference icons are displayed on the call bar that is associated with this call. The Position Available indicator is turned off. To answer a second call: 1. Click the Hold icon or highlight the call bar and press F7 to place the current call on hold.
Page 78 Console Operations 3. Click the Call icon or press F6. You hear dial tone. The Split feature button is displayed in white. A Cancel icon is displayed on the call bar 4. If you are dialing a telephone number, dial the outbound number. You can use a Trunk Group button, the search and dial capabilities of PC Directory, your keyboard, or the telephone keypad to access the outgoing trunk and dial the call.
Page 79: Holding A Call
Console Operations To drop yourself from a conference call: You can drop yourself from a conference call without affecting the connected parties. The conference call itself continues, but is removed from your PC Console display. 1. Click the Release icon , or highlight the call bar associated with the conference call and press F8.
Page 80: Placing A Call
Console Operations The hold counter and timer are displayed on the left side of the call bar. The background of the call bar changes to pink. To retrieve (reenter) a held call: 1. Click the Retrieve icon , or highlight the call bar associated with the call and press F7.
Page 81 Console Operations The Transfer , Hold , Release Conference icons are displayed on the call bar that is associated with this call. The call bar and the Second Party Display in the lower part of the screen indicate the called- or calling-party identification (if that information is available).
Page 82 Console Operations The Position Available indicator is turned off. The number is dialed. The Transfer , Hold , Release Conference icons are displayed on the call bar that is associated with this call. You can now talk to the person you were calling. To place a second call when Auto Hold is not administered on your switch: 1.
Page 83 Console Operations The Transfer , Hold , Release Conference icons are displayed on the call bar that is associated with this call. You can now talk to the person you were calling. To place a second call when Auto Hold is administered on your switch: 1.
Page 84: Releasing A Call
Console Operations To abandon a call attempt: 1. Click the Release icon or press F8. The call is dropped. Releasing a Call Releasing a call is sometimes referred to as “ dropping a call,” or more simply “ hanging up.” You can release one call at a time. To release a call: 1.
Page 85: Transferring (Extending) A Call
Console Operations Click a Trunk Group button. Dial a number using the dial capabilities of PC Directory. While the caller is split from the console, the Split feature button is displayed in white. The split condition is canceled and the Split feature button is displayed in gray when you do one of the following: Click the Transfer icon or press F6 to finish connecting the first party...
Page 86 Console Operations To transfer an incoming call to an inside extension: 1. Click the Transfer icon , or highlight the call bar associated with the call and press F6. The call is automatically placed on hold. A Cancel icon is displayed on the call bar. The calling party is separated from the connection.
Page 87 Console Operations If you want to transfer the call after announcing it, wait until the called party answers, then speak to the person to notify them of an incoming call. If the called party accepts the call, click the Transfer icon again, or press F6 to complete the transfer.
Page 88 Console Operations The background of the call bar changes to white. The call bar assigns a letter identification (such as c= ) to the new call. 4. Initiate the outbound call by clicking the Trunk Group button that is associated with the desired trunk, or by dialing the access code for the desired trunk.
Page 89 Console Operations If the called party accepts the call, click the Transfer icon again, or press F6 to complete the transfer. The two parties are connected, the Split feature button changes to gray, and the console is released from the call. This procedure is complete.
Page 90 Console Operations The call bar assigns a letter identification (such as c= ) to the new call. The Transfer , Hold , Release Conference icons are displayed on the call bar that is associated with this new call. If reorder tone is heard, this indicates that a trunk is not available. Click the Split feature button to reconnect to the caller, then ask the caller to try again later.
Page 91: Typing Notes About A Call
Console Operations If the line is busy or there is no answer, click the Cancel icon or press F7. The call progress tones stop, and you are reconnected to the caller. Tell the caller that the called party is unavailable, take a message if appropriate, then click the Release icon again or press F8 to terminate the call.
Page 92: Searching And Updating A Directory
Console Operations Searching and Updating a Directory Your PC Console environment may have up to four PC Console directories. Each PC Console directory is actually a database that maintains information about the people in your environment. It may contain each person’ s first name, last name, phone number, and other pertinent pieces of information;...
Page 93: Searching For Information In A Pc Console Directory
Console Operations Searching for Information in a PC Console Directory You can search for a person in a PC Console directory by specifying a search field, then typing the information you wish to match. To search for an entry in a PC Console directory: 1.
Page 94: Changing The Information In A Pc Console Directory
Console Operations Changing the Information in a PC Console Directory Refer to the following procedures to maintain the information in a PC Console directory. You can add, change, and delete individual entries in any PC Console directory. This includes any notes that are saved with the person’ s entry in a PC Console directory.
Page 95: Exiting The Pc Console Directory Functions
Console Operations To delete an entry in the PC Console directory: 1. Locate the person whose entry you want to delete. (Refer, if necessary, to the procedure entitled “ To search for an entry in a PC Console directory.” ) 2.
Page 97: Switch Features
Switch Features This chapter contains brief descriptions, and step-by-step procedures for the switch features that are most commonly used by the PC Console operator. These features are presented alphabetically. Abbreviated Dialing Abbreviated Dialing (AD) provides a mechanism to store numbers that any attendant can access for placing calls and activating features.
Page 98: Attendant Call Waiting
Switch Features To activate a feature or place a call using the Abbreviated Dialing feature: 1. Click the AD feature button assigned to the desired list code or telephone number. If the AD feature button is linked to a list code, use the keypad or keyboard to type the desired entry number on its associated list.
Page 99: Attendant Conference
Switch Features Attendant Conference This feature allows the attendant to arrange a conference call with as many as five conferees. See "Conferencing Multiple Parties Together on a Call" in Chapter 5 for step-by-step instructions. After the conference call is arranged and all the conferees are added, a conferee may recall you.
Page 100: Attendant Direct Trunk Group Selection
Switch Features 2. Click the Trunk Group button of the trunk group to be controlled while observing the Control Activate feature button and the specified Trunk Group button. If the Control Activate feature button is displayed in gray, and the specified Trunk Group button is displayed in white;...
Page 101: Attendant Intrusion (Call Offer) (Generic 3R)
Switch Features Attendant Intrusion (Call Offer) (Generic 3r) Enables an attendant to enter an existing call on either a digital or analog station to offer a new call or message to the called party. To activate Attendant Intrusion: 1. Answer the call in the usual way. 2.
Page 102: Attendant Lockout
Switch Features If an attendant attempts to intrude on a call on a station which is a forward-to point of another station, the intrusion will be denied. If an attendant attempts to intrude on a busy station where the station is talking to another attendant, the intrusion will be denied. Attendant Lockout This feature prevents the attendant from reentering a multi-party call held on the console unless recalled by a system user on the call.
Page 103: Attendant Priority Queue (Generic 3R)
Switch Features Attendant Priority Queue (Generic 3r) This feature is used to handle incoming calls to the attendant group or to an individual attendant when the call cannot be immediately terminated to an attendant. Such calls are placed in the Attendant Priority Queue in an ordered fashion based on a priority queue level and the timestamp associated with the call.
Page 104: Attendant Recall
Switch Features Serial Call — Originated by the Attendant Serial Calling feature when an outside trunk call (designated as a serial call by an attendant) is extended to and completed at a station, and then the station user goes on-hook. If the attendant who extended the serial call is busy on another call, the serial call is redirected to the attendant group.
Page 105: Attendant Serial Call (Generic 3R)
Switch Features To answer the recall: 1. Click the Retrieve icon for the call, or highlight its call bar and press F7. 2. Assist the calling party as necessary. Attendant Serial Call (Generic 3r) Attendant Serial Call enables the attendant to transfer trunk calls that return to the same attendant position after the called party hangs up.
Page 106: Auto Hold (Generic 3R)
Switch Features Auto Hold (Generic 3r) When the Auto Hold feature is enabled, an active call is automatically placed on hold when another call appearance button is selected; such as answering an incoming call. Click the Release icon or press F8 to drop an unwanted active call.
Page 107 Switch Features 3. If you are dialing an extension number, you can use the search and dial capabilities of PC Directory, use your keyboard or the telephone keypad to dial the extension number; or click the Hundreds Group button, then the Busy Lamp Field associated with that extension. As soon as you begin to dial, you hear dial tone.
Page 108: Interactions
Switch Features Interactions Auto Start and Don’ t Split interact with other features as follows: If the Auto Start feature is administered, the attendant must use Don’ t Split when extending a Centralized Attendant Service (CAS) call. If Visually Impaired Attendant Service (VIAS) is administered, the Auto Start feature is activated automatically without administration.
Page 109: Busy Verification Of Telephones And Trunks
Switch Features Busy Verification of Telephones and Trunks Refer to the description of this feature in Chapter 9, “ Troubleshooting.” Call Coverage The Call Coverage feature redirects unanswered internal and/or DID calls to an alternate answering position. (The DID calls are placed by an outside caller and go directly to the called extension without your assistance.) The console can be an alternate answering position.
Page 110 Switch Features Outside calls are identified by the name assigned to the trunk group on which the call arrived. For example: LOCAL to BILL JONES The display above identifies an outside call on trunk group “ Local” to Bill Jones. Mr.
Page 111: Consult
Switch Features Consult This feature option allows you to talk with the called party after you answer the redirected call. To consult with the called party: 1. After answering the redirected call, click the Transfer icon press F6. The calling party is separated from the connection. You hear dial tone.
Page 112: Coverage Callback
Switch Features Coverage Callback This option is handled differently for an internal caller and an external caller. To leave a message from an internal caller: 1. After answering the call, and before releasing it, you can either: Click the Cover Callback feature button to leave a message for the called party to call the internal calling party;...
Page 113: Call Forwarding All Calls
Switch Features To assign a call to a specific account in CDR: 1. Click a Call icon , or highlight an empty call bar and press F6. A Release icon is displayed on the call bar. You hear the first dial tone. The background of the call bar changes to white.
Page 114 Switch Features 4. Dial the forwarded-to number, again using your keyboard or telephone keypad, the search and dial capabilities of PC Directory, or the Hundreds Group button and Busy Lamp Field. Listen for the call progress tones. Confirmation tone — Indicates that Call Forwarding All Calls is activated.
Page 115: Call Park
Switch Features Call Park This feature allows an incoming call to be put on hold at an extension, then retrieved from any telephone in the system. It is particularly useful to an attendant who is asked by a caller to page another party. You can park a call on any extension in the system.
Page 116: Code Calling Access
Switch Features 4. To try another extension, click the Cancel icon or press F7. Return to Step 1. The busy tone stops. You are reconnected to the calling party. Code Calling Access This feature allows the attendant to page a called party with coded chime signals in up to nine areas (zones).
Page 117 Switch Features 3. Dial the extension number assigned to the person being paged, using your keyboard or telephone keypad, the search and dial capabilities of PC Directory, or the Hundreds Group button and Busy Lamp Field. Listen for the call progress tones. Confirmation tone —...
Page 118: Controlled Restrictions
Switch Features Controlled Restrictions This feature allows the attendant to activate or deactivate the following restrictions for individual telephones or groups of telephones (on a COR basis): Outward — The telephone(s) cannot be used for placing calls to the public network. Such call attempts receive intercept treatment. Total —...
Page 119 Switch Features 3. Dial the extension number or the 2-digit COR number to be restricted. You can use your keyboard or telephone keypad, the search and dial capabilities of PC Directory, or the Hundreds Group button and Busy Lamp Field. Listen for the call progress tones. Confirmation tone —...
Page 120: Emergency Access To The Attendant
Switch Features 5. Click the Cancel icon or press F7. Intercept tone stops. Return to Step 2. Emergency Access to the Attendant This feature provides for emergency calls to be placed to the attendant automatically by the system, or dialed by system users; and allows such calls to receive priority handling by the attendant.
Page 121: Facility Busy Indication
Switch Features Facility Busy Indication When a Facility Busy feature button is administered, that button provides a visible indication of the active/busy status of a particular trunk group or extension. The associated Trunk Group button and Busy Lamp Field also change color to indicate the status of the trunk group or extension being monitored.
Page 122: Facility Test Call
Your System Manager will tell you if you are authorized to use this feature. Detailed information on using this feature is available in the “ Trouble-Clearing Aids” section of the DEFINITY Communications System Generic 1 and Generic 3 Maintenance, 555-204-105.
Page 123: Integrated Directory
Switch Features To activate the Auxiliary Work or Make Busy function: 1. Click the Auxiliary Work or Make Busy feature button associated with the hunt group. If the feature button is displayed in pink — This indicates that the attendant is the last active member in the group, and there are still calls in the hunt group queue.
Page 124: Inter-Pbx Attendant Service (Ias)
Switch Features 4. To search for another name, click the Normal button to clear the text box, then repeat from Step 1. 5. To call the displayed number, click the Call button. You hear dial tone. The normal call progress tones are heard. 6.
Page 125 Switch Features Attendant Display In a non-DCS environment, when a call is routed to an IAS attendant console by IAS, the attendant console displays the call as an incoming tie trunk call. In a DCS environment, when a call is routed to an IAS attendant console from a branch system, and the IAS trunk group is translated as a DCS trunk group, the attendant console displays the calling party’...
Page 126: Isdn-Pri
Switch Features Timed Reminder On a branch system, when the held-time for a one-party, local-attendant- held call (a call that is held by a local attendant) expires, the timed reminder goes to the local attendant console where the call is held, regardless of whether IAS is in effect.
Page 127: Basic Isdn-Pri Call
Switch Features Miscellaneous Identification (MISCID). When a call is placed over ISDN- PRI facilities, additional information about the call (such as an indication that the call is going to coverage) can be displayed on the telephone. Refer to the following sections for examples of ISDN-PRI displays. Basic ISDN-PRI Call A basic ISDN-PRI call has both a calling party, and a called party.
Page 128: Redirected Isdn-Pri Call
Switch Features Redirected ISDN-PRI Call Redirected ISDN-PRI calls are those that have been redirected from the called party’ s extension, through features such as Call Coverage and Call Forwarding All Calls. Once the call is connected: Calling Party’ s Display: a=CONNECTED NAME CONNECTED NUMBER MISCID...
Page 129 Switch Features To store a message for a system user after a call extended to the user’ s telephone returns busy tone or goes unanswered: 1. When you hear a busy tone or the call goes unanswered after an attempt to transfer, click the Leave Word Calling feature button. The Message lamp at the called telephone lights.
Page 130: Loudspeaker Paging Access
Switch Features Loudspeaker Paging Access This feature allows the attendant to access loudspeaker paging equipment. Attendants can page individuals by dialing an access code, by dialing an extension, or by clicking a feature button that connects to your paging system. The allowable paging time (available from your System Manager) is preset for the system.
Page 131: Loudspeaker Paging Access-Deluxe
Switch Features To page by dialing the Loudspeaker Paging access code: 1. Click a Call icon , or highlight an empty call bar and press F6. A Release icon is displayed on the call bar. You hear dial tone. The background of the call bar changes to white. The call bar assigns a letter identification (such as c= ) to the call.
Page 132 Switch Features You can park a call on any extension in the system. If you select your individual attendant extension number as the answer-back or call park number, you can simply press the pound sign (#) key on the telephone dial pad, instead of entering the station’...
Page 133 Switch Features To page for the called party: 1. Click the Transfer icon or highlight the call bar and press F6. The call is automatically placed on hold. A Retrieve icon is displayed on the call bar. The calling party is separated from the connection. You hear the first dial tone.
Page 134 Switch Features To page for self: 1. Click a Call icon , or highlight an empty call bar and press F6. A Release icon is displayed on the call bar. You hear the first dial tone. The background of the call bar changes to white. The call bar assigns a letter identification (such as c= ) to the call.
Page 135: Message Retrieval
Switch Features Message Retrieval The console can be used to retrieve Leave Word Calling and Call Coverage messages for other system users. Other system users may or may not be able to retrieve their own messages. The users who cannot retrieve their own messages will ask you to retrieve them.
Page 136: Multiple Listed Directory Numbers
Switch Features 6. To retrieve the next message, click the Next display button. If the display shows the user’ s next message, return to Step 4. If the display shows “ END OF MESSAGES...” or “ END OF FILE...,” this indicates that all messages have been retrieved. 7.
Page 137: Network Access-Private
Switch Features Network Access-Private This feature allows calls to be connected to networks such as Common Control Switching Arrangement (CCSA), Electronic Tandem Network (ETN), and Enhanced Private Switched Communications Service (EPSCS). A private network is dedicated to a company, and is accessed by dialing the Private Network access code (usually an 8).
Page 138: Night Service Disconnect Timer
Switch Features To activate Night Service: 1. Click the Night Service feature button. The Night Service feature button is displayed in white on all attendant consoles. The Position Available indicator is turned off at all attendant consoles, except for the night console. To deactivate Night Service: 1.
Page 139: Straightforward Outward Completion
Switch Features Straightforward Outward Completion This feature allows the attendant to complete an outgoing trunk call for a telephone user, by selecting a trunk and dialing the outside number. The attendant should first determine whether the call should be allowed. Straightforward Outward Completion is incorporated into the steps of the procedure for extending calls from system telephone users to outgoing trunks.
Page 140 Switch Features In the following procedures, a number from 1 through 8 is used to specify the routing plan; and a number from 1 through 7 is used to specify the day of the week. The week begins with Sunday (represented by 1), and ends with Saturday (represented by 7).
Page 141: Immediate Manual Override Option
Switch Features 4. Click the Clocked Override feature button. The Clocked Override feature button remains white. The display shows: ENTER DEACTIVATION DAY AND TIME 5. Use the touch-tone buttons to enter (in the following order): The deactivation day (1 through 7) The deactivation time (0000 through 2359) The display shows: ROUTE PLAN: x FOR: ddd DEACT-TIME: tt:tt...
Page 142: Timing
Switch Features 2. Use the keyboard or the touch-tone buttons to enter the number (1 through 8) of the routing plan that should go into effect. NOTE: If you select any button other than 1 through 8, the Immediate Manual Override attempt will be denied and the display will return to Normal mode.
Page 143: No Answer Timer (Generic 3)
Switch Features No Answer Timer (Generic 3) This feature increments a delay threshold count when a call to the attendant has not been answered within a preset length of time (usually about 20 seconds). Return Call Timeout This feature sends a special ringing tone to the attendant when a transferred call has not been answered within a preset length of time, and has returned to the console.
Page 144: Timed Reminder
Switch Features Timed Reminder This feature sends a special ringing tone to the attendant if one of the following conditions exist: A call, which has been on hold at the console for a period of time longer than the preset maximum, needs attention. An extended call has not been answered within a preset time period, and has returned to the console.
Page 145: Trunk Group Busy/Warning Indicators To Attendant
Switch Features Trunk Group Busy/Warning Indicators to Attendant Refer to the description of this feature in Chapter 9, “ Troubleshooting.” Trunk Identification Refer to the description of this feature in Chapter 9, “ Troubleshooting.” Trunk-to-Trunk Transfer This feature allows the attendant to originate two outgoing trunk calls, and connect them together.
Page 146 Switch Features You hear dial tone. The Split feature button is displayed in white. 4. Call the second outside party. 5. When the second party answers, explain the purpose of the call. Ask the party to wait to be connected. (If the second party does not answer, go to Step 8.) 6.
Page 147: Operating In A Distributed Communications System Environment
Operating in a Distributed Communications System Environment A DCS configuration consists of 2 to 20 private switches that are interconnected. These switches may be in different geographical locations. To certain system features, however, the DCS configuration appears as a single switch. These features, and their usage, are listed alphabetically in this chapter.
Page 148: Attendant Display
Operating in a Distributed Communications System Environment Attempts to activate ACTGA for a remote trunk group that has a different Trunk Access Code (TAC) than the local switch causes the Trunk Group button to be displayed in pink. Contact the System Administrator if this problem occurs. Attendant Display In a DCS environment, the Attendant Display feature has the same transparency with respect to Calling Party Identification, Called Party Identification, Class of...
Page 149: Call Forwarding All Calls
Operating in a Distributed Communications System Environment The call bar display for DCS busy verification does not indicate the status of the attempt; such as “ INVALID,” “ TERMINATED,” “ BRIDGED,” or “ OUT OF SERVICE” . Refer to Chapter 9, “ Troubleshooting,” for the procedures to activate the Busy Verification of Telephones and Remote Trunks feature.
Page 151: Operating In A Centralized Attendant Service Environment
Operating in a Centralized Attendant Service Environment An Overview of the CAS Environment The Centralized Attendant Service (CAS) feature allows system users served by separate switches at two or more locations to concentrate the attendant positions at one location. This location is called the CAS main. The other locations, typically without attendants, are called CAS branches.
Page 152: Tones Associated With Cas Calls
Operating in a Centralized Attendant Service Environment Hundreds Group button and associated Busy Lamp Fields NOTE: The Busy Lamp Fields do not indicate busy extension numbers at the branch locations. Facility Busy Indication Also, when extending a CAS call, the attendant can use some of the branch features such as Code Calling Access and Loudspeaker Paging Access.
Page 153: Call Bar Display Information
Operating in a Centralized Attendant Service Environment Attendants who are authorized to use the Facility Test Call feature (see Chapter 6, “ Switch Features” ) can access and listen to the tones associated with CAS calls. To access these tones, perform the following procedure: 1.
Page 154: Operating Procedures
Operating in a Centralized Attendant Service Environment Operating Procedures To answer an incoming CAS call: 1. Click the Answer icon for the incoming call, or highlight its call bar and press F6. Ringing stops. Call identification tone (if it is provided by the branch) is heard. The call bar identifies the originating branch location.
Page 155 Operating in a Centralized Attendant Service Environment 2. Dial the internal or external number to which you want to transfer the call. You can either: Use your keyboard or telephone keypad to dial the extension or external number, or Click the Hundreds Group button, then the Busy Lamp Field that is associated with a particular extension.
Page 156 Operating in a Centralized Attendant Service Environment NOTE: Do not go to the next step until you hear dial tone. The call will not go through if you dial the number before you hear dial tone. 2. If your company locations do not have a UDP, dial the trunk access code for the requested other branch location (as administered at the originating branch).
Page 157 Operating in a Centralized Attendant Service Environment The call is automatically placed on hold. A Retrieve icon is displayed on the call bar. The calling party is separated from the connection. You hear dial tone. 2. Dial the Remote Hold feature access code as administered at the originating branch location.
Page 158: Cas Backup Service
Operating in a Centralized Attendant Service Environment NOTE: You need to re-extend (dial again) if the previously extended call was extended to a single-line telephone or if Remote Hold was reactivated. 4. Click the Cancel icon or press F7. The ringing line is dropped from the connection, but only if it was previously extended.
Page 159: Cas Night Service Operations
Operating in a Centralized Attendant Service Environment CAS Night Service Operations When the CAS attendant activates Night Service for the CAS main location, CAS calls will terminate at the CAS main night service destination. If the night destination is not a console, CAS calls will be answered at a telephone. When a CAS call is extended by a Night Service telephone user, that call will return to the Night Service telephone if it is not answered.
Page 161: Troubleshooting
Troubleshooting Your console has access to many features that are helpful in troubleshooting various problems. This chapter presents those features, as well as procedures and recommendations that will assist you in isolating and analyzing problems, before escalating them to higher-level support personnel. Refer to the appropriate section in this chapter, according to the type of problem you are attempting to identify and correct.
Page 162: Troubleshooting Pc Console Installation And Usage Problems
Troubleshooting To protect the data on your PC, implement a regular backup procedure. Information can be backed up (stored) on a diskette, tape, or remote network drive. It is also wise to follow a circular backup routine; keeping the last three backup files —...
Page 163: Troubleshooting Problems With The Telephone Or Passageway Adapter
Troubleshooting Troubleshooting Problems with the Telephone or PassageWay Adapter Symptom Probable Cause Recommended Solution You cannot use the DCP This is not a problem. The PC Console telephone in the normal manner. environment disables the normal functionality of the telephone. Pressing the Speakerphone On the switch side, the port is At the switch, re-administer the port to...
Page 164 Troubleshooting The red light on the PC Console is administered to Verify that the COM port to which the PassageWay Adapter, or in the use the wrong COM port. PassageWay Adapter or 8411 telephone is tenth Call Appearance position physically connected is consistent with the on the 8411 telephone, remains port identified in the System Parameters steadily lighted when...
Page 165: Troubleshooting Error Messages
Troubleshooting Troubleshooting Error Messages Symptom Probable Cause Recommended Solution Error message “ Insufficient There is not enough available Exit the PC Console application. memory” is displayed. memory to run the PC Console application or related Help files. Verify that the PC meets the minimum This may be a hardware-related configuration requirements, including 16 MB problem, or it may simply...
Page 166 Troubleshooting When attempting to launch “ Share” is not enabled on your Close PC Console and all other software PC Console, a Windows “ Error PC. The PC Console applications. 3520” message is displayed on application requires that files be the screen.
Page 167 Troubleshooting When launching PC Console, a The COM port is not Double-check your installation configuration, warning message indicates administered correctly, or the and verify that all required connections are “ PassageWay not found.” PassageWay Adapter, 8411 correctly made. (Refer to the configuration telephone or CallMaster VI instructions and options detailed in telephone is not receiving power...
Page 168 Troubleshooting A General Protection Fault The PassageWay Adapter, Double-check your installation configuration, occurs, and the error message 8411 telephone, or and verify that all required connections are indicates PC Console caused CallMaster VI telephone has lost correctly made. (Refer to the configuration the error.
Page 169 Troubleshooting The message “ Password table PC Console is unable to locate a Restore a backup copy of the System not found” is displayed, and password table in the System database. By default, the System database PC Console will not launch. database.
Page 170 Troubleshooting The message “ Password file not The System database has If Microsoft Access 2.0 or later is found” is displayed, and become corrupted. available to you: PC Console will not launch, Launch Microsoft Access, then open the however the System database System database.
Page 171 Troubleshooting The error message that begins The indicated file is out of date Reinstall the PC Console software. This will with “ Not current version” is and must be replaced with the create the required file. You will then need to displayed and PC Console shuts current version.
Page 172 Troubleshooting An error message indicates PC Console is unable to locate PC Console will continue to function “ Server not found. Using local the software or database files normally, using your local copy of the file.” that reside on your LAN server. database and other information.
Page 173 Troubleshooting An error message indicates The Language database has Restore a backup copy of the Language “ Corrupted database.” When become corrupted. database. By default, the Language you click on OK to clear the database should be located at message and return to the pccon2\admin\pcclang2.mdb.
Page 174: Troubleshooting General Usage Problems
Troubleshooting Troubleshooting General Usage Problems Symptom Probable Cause Recommended Solution Double-clicking on the PC Console is already running. Switch to the running PC Console PC Console icon has no effect. It may be minimized or running application. You can either: in the background.
Page 175 Troubleshooting PC Console is not responding If you are running Windows 3.x, Exit the PC Console application. Close all quickly to your commands. it may be overloaded, or other applications, and exit Windows to free information may be scattered, up all memory resources. and therefore difficult to locate on your hard drive.
Page 176 Troubleshooting The PC Console Directory This may be a switch If the problem persists, it requires the upload appears to stall part-way administration problem. At least following multi-step solution: through the process. Except for one record in the Integrated a visible Cancel button, you Directory (for example, a Trunk Step 1: Click the Cancel button to cancel cannot see any indication that it...
Page 177 Troubleshooting A PC Directory was populated, The PC Directory database was Restore a backup copy of the missing PC but now appears empty. deleted. Directory database. By default, the PC Directory database should be located at pccon2\direc. If a backup copy is not available, you will need to recreate the missing database.
Page 178 Troubleshooting PC Console does not respond to The COM port is not Verify that the COM port connection to the any switch-related activity. For administered correctly. PassageWay Adapter, 8411 telephone, or example, call handling and CallMaster VI telephone is consistent with feature buttons are not the port identified in the System Parameters functioning.
Page 179 Troubleshooting PC Console consistently ignores One or more features buttons Verify PC Console is in the appropriate Day incoming calls. are inappropriately enabled. or Night setting for your environment. Verify that the Position Busy feature is not activated. The feature buttons, Trunk The PC Console button labels Re-administer the switch and/or PC Console, Group buttons, and/or Hundreds...
Page 180: Troubleshooting Switch Problems
Troubleshooting Troubleshooting Switch Problems Each system site should have a well-defined policy for collecting and responding to system alarms and user-generated trouble reports. Alarms that are generated by the system produce visible signals at the console, at selected telephones, and at the system equipment cabinet.
Page 181: The Features You Can Use To Troubleshoot Problems At The Switch
Troubleshooting If the Alarm indicator is displayed, and the Major Alarm feature button is displayed in white, this indicates a major alarm. If only the Alarm indicator is displayed, this indicates a minor alarm. Other feature buttons can be administered as trouble indicators for links between the system and peripheral support equipment, or to indicate problem at other sites.
Page 182: Automatic Circuit Assurance (Aca)
Troubleshooting Automatic Circuit Assurance (ACA) This feature helps the attendant to identify trunks that may be faulty. The system maintains a record of individual trunk activity, relative to short- and long- long time calls. The system automatically initiates a referral call when it detects a possible failure.
Page 183 Troubleshooting The result of a busy verification test may be a display, a tone, or a conversation with the called facility. In the following procedures, a successful verification tells you that the facility is probably working correctly; a failure tells you that the facility should be reported for maintenance.
Page 184 Troubleshooting If the call bar shows “ OUT OF SERVICE” and reorder tone is heard, this indicates either a trouble condition at the telephone, or a telephone that was administered without hardware (not a trouble condition). Click the Release icon or press F8 to release from the call, then report the out-of-service condition to the appropriate personnel.
Page 185 Troubleshooting If the call bar shows “ DENIED” and reorder tone is heard, this indicates that all hunt group members are active on a call. Click the Release icon or press F8 to release from the call, then try again later. If the call bar shows “...
Page 186: Dcs Busy Verification Of Telephones And Remote Trunks
Troubleshooting 4. Use your keyboard, telephone keypad, or Hundreds Group button and Busy Lamp Field, to dial the desired trunk group member number. If the call bar shows “ INVALID,” and intercept tone is heard, this indicates an invalid group member number. Click the Release icon or press F8 to release from the call, then try again.
Page 187 Troubleshooting To busy verify a telephone in a DCS environment: 1. Click the Busy Verify feature button. The Busy Verify feature button is displayed in white. 2. Click a Call icon , or highlight an empty call bar and press F6. A Release icon is displayed on the call bar.
Page 188 Troubleshooting If reorder tone is heard, this indicates either a trouble condition at the telephone, or a terminal that was administered without hardware (not an error condition). Click the Release icon or press F8 to release from the call, then report the out- of-service condition to the appropriate personnel.
Page 189 Troubleshooting If confirmation tone is heard, this indicates an idle one-way incoming trunk. Verification was successful. Click the Release icon or press F8 to release from the call. If ringback is heard, this indicates the trunk is an idle automatic tie trunk or release link trunk.
Page 190 Troubleshooting If dial tone is heard, go to Step 5. If intercept tone is heard, this indicates an invalid trunk access code or Personal Central Office Line (PCOL) trunk group. Click the Release icon or press F8 to release from the call, then try again.
Page 191: Trunk Group Busy/Warning Indicators To Attendant
Troubleshooting Trunk Group Busy/Warning Indicators to Attendant This feature provides the attendant with a visual indication of the trunk group status for each of the Trunk Group buttons displayed on the console. Gray — Indicates normal. Less than a preset number of trunks in the associated group are busy.
Page 192: Recovering From A Power Failure
Troubleshooting To identify the specific trunk being used on a call: 1. Click the Identify Trunk feature button. The trunk access code and trunk group member number are displayed on the call bar. 2. Report the trunk problem and all available identification information to the System Manager or other appropriate maintenance personnel.
Page 193: Recovering From A Pc Failure
Troubleshooting Recovering from a PC Failure If a power failure or hard drive crash should occur at the PC Console station, or if the PC itself should become inoperable, you will need to bring PC Console back online. You may also need to re-administer certain switch features. (Refer to the section entitled “...
Page 195 Glossary Attendant Conference The switch feature that allows the Abbreviated Dialing attendant to arrange a conference call The switch feature that provides a with as many as five other conferees. mechanism for storing and recalling numbers used to place calls and activate features.
Page 196 Glossary Attendant Recall Busy Verification of Telephones and The switch feature that allows a system Trunks user on a 2-party call or a conference A switch feature used for placing test call held on the console to recall the calls. attendant for assistance.
Page 197 Glossary co — Controlled Outward rc — Recall Call — Indicates Restriction Call — Indicates a that a system user, active on a call from an internal user was held call, is requesting attendant redirected to the attendant assistance. because the user attempted to rt —...
Page 198 Glossary Called Party Identification The display that indicates who is being ORIG — Origination restriction called. For calls to a system user, the OTWD — Outward restriction display shows the digits as they are TOLL — Toll restriction dialed. After the dialing is complete, the CODE —...
Page 199 Glossary Console administration Directory administration The procedures that the System The procedures that the System Administrator uses to define your Administrator uses to define, and later environment. This includes identifying identify, the database information the users who are authorized to access required by PC Console to communicate the PC Console system, and specifying with the switch.
Page 200 Glossary Facility Test Call Inter-PBX Attendant Service (IAS) The switch feature that allows The switch feature that allows attendant authorized personnel to place test calls positions for more than one branch to specific trunks, touch-tone receivers, location to be concentrated at one time slots, and system tones.
Page 201 Glossary Multiple Listed Directory Numbers PC Directory Files The switch feature that provides access, The database files that contain to the system, over a maximum of 50 information about the people who may listed directory numbers. Calls coming originate or receive calls through the in to these numbers are routed to the switch connected to PC Console.
Page 202 Glossary System Database Trunk Group Busy/Warning Indicators to The database that contains password Attendant information and any label information The switch feature used to provide an you have saved for each button on the indication of trunk usage. PC Console screens. Its default location is pccon2\admin\pccadmin.mdb.

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Definity pc console 2.5

Lucent Technologies DEFINITY User Manual

1 Installation

2 Understanding PC Console

3 Console Administration

4 Directory Administration

5 Console Operations

6 Switch Features

7 Operating in a Distributed Communications System Environment

8 Operating in a Centralized Attendant Service Environment

9 Troubleshooting

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Troubleshooting

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