Avaya Definity Quick Reference Manual
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Avaya Definity Quick Reference Manual

Enterprise communications server - console operations
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Console Operations Quick Reference
555-230-890
Issue 4
July 2001

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  • Page 1 Console Operations Quick Reference 555-230-890 Issue 4 July 2001...
  • Page 2 FCC Rules. These limits are designed to provide reasonable protection against harmful Avaya provides a telephone number for you to use to report problems or to ask questions interference when the equipment is operated in a commercial environment. This equipment about your call center.

  • Page 3: Table Of Contents

    Contents Console operations About this document Assumptions Conventions Related documents Basic operation Console layout Status lamps Call purpose indicators Administrable features Activate the console Deactivate the console Answer calls Make calls Forced release Split calls Split Swap Auto Start and Don’t Split Class of restriction Night Service Feature operation...
  • Page 4 Contents Override Recall Serial Calling Transfer Trunk Identification Index iv DEFINITY ECS Console Operations Quick Reference...

  • Page 5: Console Operations

    All office staff personnel that operate the attendant console or do console operations at a backup telephone should be familiar with these procedures. If you need extra copies of this document, contact your Avaya representative or order more copies as described on the inside cover of this document.

  • Page 6: Conventions

    Console operations Conventions The following conventions are used in this document: Buttons you press on the console are shown as follows: button RELEASE The buttons shown in this document use label designations provided with the console. Since the button labels can be customized for each site, some button labeling may have different designations.

  • Page 7: Related Documents

    About this document — Busy tone — a slow on-off-on-off tone you hear when the person you are calling is busy. — Reorder tone — a fast on-off-on-off tone you hear when calling facilities are not available or are out of order. —...

  • Page 8: Basic Operation

    Console operations Basic operation Console layout The Attendant Consoles and DXS Selector Console are shown in Figure Figure 2, and Figure Ringer Select Volume Cont Cont Warning Warning Busy Busy Calls Waiting Calls Waiting Warning Individual Calls Waiting PQRS WXYZ Alarm Alarm Reported...
  • Page 9 Basic operation Volume Ringer Select Control Control Warning Warning Busy Busy Forced Night Release Busy Calls Waiting Calls Waiting Warning Individual Calls Waiting PQ S WXYZ Alarm Alarm Reported Position Available Hold Split Cancel Start Release phdg302c KLC 042501 Handset Display Handset cradle Select button...
  • Page 10 Console operations phdgdxs KLC 031199 DXS/BLF buttons DXS hundreds group select buttons Figure 3. DXS selector console The following list items correspond with the callouts shown in Figure Figure Figure 3. All the feature buttons, trunk access buttons, and display buttons are on this console.
  • Page 11 Basic operation Handset cradle — This is where you place the handset when it is not in use. If you use a headset, the handset cradle can be removed from the console. The handset cradle can be attached to either side of the console. Activate button (302D only) —...

  • Page 12: Status Lamps

    Console operations DXS/BLF buttons — These are known as the direct extension select/busy lamp field (DXS/BLF) buttons. They are used with the hundreds group select buttons to place calls to extensions and to determine the status of extensions. — If the lamp is dark, the extension is idle. —...

  • Page 13: Call Purpose Indicators

    Basic operation The trunk group select buttons have 3 status lamps associated with each button. Control — This lamp is on if the trunk group has controlled restrictions administered. Warning — This lamp is on when some trunks are busy. Select an alternate trunk group if possible, or use this group if necessary.

  • Page 14: Administrable Features

    Console operations rt — Return Call. Indicates that a call transferred to another telephone or parked at an extension was not answered, and has returned to the console for processing. s — Send All Calls. Indicates that a call was redirected because the called party used Send All Calls.

  • Page 15: Activate The Console

    Basic operation Activate the console To use the attendant console, you first must activate the console by performing the following: 1. Plug in the handset or the headset. For all consoles except the 302D, the console is activated. 2. On the 302D console: a.

  • Page 16: Answer Calls

    Console operations Answer calls To answer calls: 1. A call comes in to the console: You hear a 1-burst repetitive ring. The caller’s name (if available) and extension displays. If this is a call from outside, incoming trunk information displays. The Position Available lamp goes off.
  • Page 17 Basic operation You are disconnected from the call. The call appearance lamp goes off. The display goes blank. The Position Available lamp goes on. The console returns to the normal operating mode. NOTE: Before the call completes, you can press the CANCEL RELEASE button to end the call attempt.
  • Page 18 Console operations Making a call to an outside number requires an outgoing trunk. You can access an outgoing trunk in two ways: You can make a call to an outside number by dialing a code for the Automatic Route Selection feature or a specific trunk group, or You can make a call to an outside number by pressing the trunk group select button for the desired trunk.

  • Page 19: Forced Release

    Basic operation 4. Dial the outside number, and listen for call progress tones. If you hear: Ringback tone and the call is answered, go to Step 5. If the call is not answered, press the button and redial, or press the CANCEL button and try again later.

  • Page 20: Split Swap

    Console operations This feature is activated automatically after you answer an incoming call if you do any of the following: Dial an extension number using the DXS Selector Console. Press the button, and then dial a number (for example, an extension START number, a trunk access code, or the Automatic Route Selection feature access code).
  • Page 21 Basic operation 3. After the person answers, press the button to alternate between SPLIT SWAP the original call and the new call. The Split Swap lamp goes on and stays on as long as you alternate between calls. 4. Use one of the following steps (a, b, c, or d) to complete the call. a.
  • Page 22 Console operations c. While alternating between calls using the button, you SPLIT SWAP may want to disconnect one of the calls. Press the button CANCEL when you are connected with the caller you wish to disconnect. The active call is disconnected. The console is connected to the other caller.

  • Page 23: Auto Start And Don't Split

    Basic operation Auto Start and Don’t Split Auto Start is an administrable feature that allows you to initiate a phone call by pressing any button on the dial keypad. If you are on an active call and you dial digits on the keypad, the console automatically splits the call and begins dialing the next call.

  • Page 24: Class Of Restriction

    Console operations Class of restriction When users request that you place long-distance or even local calls, you should check their assigned class of restriction (COR) before you complete the call. If they are not restricted from certain calls, you may complete the call for them. To check on a user’s COR: 1.

  • Page 25: Night Service

    Basic operation Night Service The Night Service feature prevents calls from terminating at the attendant console. Calls to the attendant console enter the attendant call waiting queue and can be answered from the backup telephones or at other telephones using the Trunk Answer Any Station feature (refer to ‘‘Attendant Backup’’...

  • Page 26: Feature Operation

    Console operations Feature operation This section contains user operation for features used from an attendant console or from a backup telephone. Attendant Backup The Attendant Backup feature allows you to access most attendant console features from one or more specially-administered multiappearance telephones. When calls terminate at the attendant console during normal operation, users at the backup telephones can answer overflow calls by pressing a button or dialing a feature access code.
  • Page 27 Feature operation The following is a typical scenario for answering overflow attendant console calls from a backup telephone: 1. The Calls Waiting In Queue threshold is reached. The backup telephones beep and will beep every 10 seconds until the calls in queue go below the threshold or you shut the ringer off by pressing the button.

  • Page 28: Busy Verification

    Console operations Busy Verification The Busy Verification feature allows attendants and backup telephone users to make test calls to see if a trunk is actually busy or out of service. To use the Busy Verification feature: 1. At the attendant console or a backup telephone, press the BUSY VERIFY button.

  • Page 29: Call Forwarding

    Feature operation Call Forwarding There are two Call Forwarding features you can activate and cancel for any extension: Call Forwarding - All Calls, and Call Forwarding - Busy/Don’t Answer. Call Forwarding - All Calls causes calls to an extension to be forwarded immediately to a different telephone number.
  • Page 30 Console operations 5. Press the button. RELEASE The call appearance lamp goes off. The display goes blank. The Position Available lamp goes on. The Call Forwarding feature is now activated. The console returns to the normal operating mode. To cancel the Call Forwarding - All Calls, or Call Forwarding - Busy/Don’t Answer feature for an extension: 1.

  • Page 31: Call Park

    Feature operation Call Park The Call Park feature allows you to put a call on hold and then retrieve the call from any other telephone within the system. Calls can be parked using the attendant console or any telephone that does not have a “client room” COS. To use Call Park from the attendant console: 1.

  • Page 32: Conference

    Console operations Conference The Conference feature allows you to set up a conference call for up to 6 parties. To use the Attendant Conference feature: 1. While on an active call, press the button. START You hear a dial tone. The Split lamp goes on.

  • Page 33: Crisis Alert

    Feature operation Crisis Alert The Crisis Alert feature provides a visual, audible, and printed record when users place a call to the local emergency service agency. This gives you the ability to assist emergency personnel when they arrive by identifying where the call came from and when the call was made.

  • Page 34: Emergency Access To Attendant

    Console operations 7. Press the button. POS BUSY The Pos Busy lamp goes off. The Position Available lamp goes on. 8. You can now process other incoming calls. Emergency Access to Attendant The switch is administered to provide a way for users to place an emergency call to the attendant by either taking the handset off-hook or by dialing a feature access code.

  • Page 35: Hold

    Feature operation Hold You can place callers on hold to answer other calls or to find information for the caller. You can have a call on hold at each of the 6 call appearances. To place a call on hold: 1.

  • Page 36: Integrated Directory

    Console operations Integrated Directory The Integrated Directory feature allows you to find user extension numbers listed in the switch’s on-line directory. The directory contains an alphabetical listing of names and numbers. NOTE: This feature is available only when the names are entered via a Property Management System (PMS) or through switch administration.

  • Page 37: Intrusion

    Feature operation Intrusion The Intrusion feature enables you to interrupt a user’s call to deliver an urgent message or telephone call. To interrupt a user to deliver an urgent message: 1. Press the button or an idle call appearance button. START You hear a dial tone.

  • Page 38: Loudspeaker Paging

    Console operations 4. Press the button. RELEASE If the called station is analog, the calling person is put on Call Waiting until the called person picks up the call. If the called station is multiappearance, the calling person is connected to an idle appearance where the called person may pick up the call.
  • Page 39 Feature operation To use Loudspeaker Paging with paging buttons: 1. Press an idle paging zone button. If the desired paging zone is already in use (the associated lamp is on), select another zone or wait for that zone to become idle (the associated lamp is off). The lamp for the selected paging zone goes on.

  • Page 40: Override

    Console operations Override The Attendant Override of Diversion feature allows you to bypass these features: Call Forwarding When the attendant calls a user that has Call Forwarding active, the call rings at the user’s telephone and is not forwarded. Call Coverage When the attendant calls a user that has a Call Coverage path, the call rings at the user’s telephone and does not follow the Call Coverage path.

  • Page 41: Recall

    Feature operation Recall The Attendant Recall feature allows callers, who are part of a conference or two-party call being held on the console, to recall the attendant for assistance. You should treat this as you would treat any other incoming call. Users at single-line analog telephones must press the button or flash the switchhook to recall RECALL...

  • Page 42: Serial Calling

    Console operations Serial Calling The Serial Calling feature allows incoming trunk calls that you have transferred to an extension to automatically recall the console after the called person hangs up. You can then transfer the call to another extension. To use the Serial Calling feature: 1.

  • Page 43: Transfer

    Another example of social engineering is when a hacker calls the operator and pretends to be a telephone maintenance repair person. They make statements such as: “This is Avaya testing your lines. Please transfer me to 900 or 9#,” or “I need to verify your DID number range.” An untrained operator may provide the requested transfer or information, giving the hacker more ammunition with which to crack your system.
  • Page 44 Console operations To transfer a call: 1. Answer the incoming call. Tell the calling person that you are going to transfer their call. 2. Press the button. START You hear a dial tone. The Split lamp goes on. 3. Dial the number for the person to whom you want to transfer the call. You hear a ringback tone.
  • Page 45 Feature operation c. If the called person does not want to talk to the calling person, does not answer, or the number is busy, press the button. CANCEL The outgoing call is canceled. The call progress tone stops. The console is connected to the original call. The Split lamp goes off.

  • Page 46: Trunk Identification

    Console operations Trunk Identification The Trunk Identification feature allows you to use the attendant console or a backup telephone to identify a specific trunk being used on any trunk call, incoming or outgoing. This can help you find faulty or noisy trunks so you can report them to your local telephone company, thus providing better service to your users.
  • Page 47 Index feature access codes Forced Release activate the console administrable features alarms answer calls Hold assumptions Attendant Auto Start Attendant Backup Attendant Crisis Alert Attendant Lockout Attendant Tone Integrated Directory Auto Answer Intrusion Auto Start lamp test basic operation languages Busy Verification layout button layout...
  • Page 48 Index Recall related documents release security selector console Serial Calling Split Calls Split Swap status lamps test switch Transfer trunk group select button Trunk Identification 44 DEFINITY ECS Console Operations Quick Reference...
  • Page 49 We’d like your opinion. We welcome your feedback on this document. Your comments can be of great value in helping us improve our documentation. DEFINITY® Enterprise Communications Server Console Operations Quick Reference 555-230-890, Issue 4, July 2001 1. Please rate the effectiveness of this document in the following areas: Excellent Good Fair...

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