Page 3 - Contents
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Contents iii Contents Contents iii 1 Introduction 1 ■ Conventions Used in This Document 2 ■ Security Measures 2 2 Understanding the Console Layout 5 ■ Physical Layout of Your Console 5 Outside-Lines ...
Page 5 - Centralized Attendant Service; GL; Glossary and Abbreviations; IN; Index
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Contents v Using Visually Impaired Attendant Service 63 5 Centralized Attendant Service 65 ■ Identifying Differences in a CAS Environment 65 Using CAS-Associated Tones 66 Using a CAS Display 66 Using...
Page 7 - Introduction; The rest of this book includes:
Introduction 1 1 DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 1 Introduction If you are a console operator, this book is for you! It is designed to show you the physical layout of your computer, how to perform standard and specialty functions, ...
Page 8 - Conventions Used in This Document; Security Measures
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Introduction 2 Conventions Used in This Document 1 ■ Chapter 3, ‘‘Operating the Console’’ contains step-by-step instructions for placing calls, transferring calls, placing callers on hold, placing co...
Page 9 - Rerouting calls to console operators
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Introduction 3 Security Measures 1 ■ Rerouting calls to console operators ■ Changing barrier codes ■ Sending calls to console operators ■ Console operator-controlled remote access ■ Sending reports t...
Page 11 - Understanding the Console Layout; Physical Layout of Your Console
Understanding the Console Layout 5 Physical Layout of Your Console 2 DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 2 Understanding the Console Layout Your console is a powerful communications tool. With it, you function as a communications hub b...
Page 12 - Volume Control Buttons
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 6 Physical Layout of Your Console 2 Figure Notes: Figure 1. 302A/B Console 1. Lamp Test Switch 8. Display 2. Handset 9. Select Button 3. Handset Cradle 10. Volume Con...
Page 13 - Outside-Lines Buttons Area
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 7 Physical Layout of Your Console 2 Figure Notes: Figure 2. 302C Console Outside-Lines Buttons Area The outside-lines buttons area allows you to choose an outside lin...
Page 14 - A Control lamp indicating that an outside line is in use; Sample Outside-Lines Buttons Area; A call appearance button for answering or placing calls
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 8 Physical Layout of Your Console 2 ■ A Warning lamp that lights when a predetermined number of outside lines are busy ■ A Control lamp indicating that an outside lin...
Page 15 - Call Appearance Buttons and Lamps
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 9 Physical Layout of Your Console 2 Figure 4. Call Appearance Buttons and Lamps Dialing Keypad The dialing keypad has several buttons and lamps used for processing ca...
Page 16 - Call Processing Indicators; Continued on next page
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 10 Physical Layout of Your Console 2 The call-appearance buttons allow you to: ■ Cancel a call The CANCEL button allows you to abort a call procedure without disconne...
Page 17 - Features; Chapter 4, ‘‘Using the Features’’; Lamp Name
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 11 Physical Layout of Your Console 2 Features The features area of your console allows you to perform standard and specialty operations. Your console is configured wi...
Page 18 - Feature Button Area
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 12 Physical Layout of Your Console 2 Figure 6. Feature Button Area The Display The alphanumeric display provides information about callers, called parties, call statu...
Page 19 - Display; These display mode buttons are as follows:; Displaying in Normal Mode; button and stops when you press the
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 13 Physical Layout of Your Console 2 Figure 7. Display These display mode buttons are as follows: NOTE: Your system manager may change the function of each button. ■ ...
Page 22 - Table 2; ORIG
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 16 Physical Layout of Your Console 2 Your system manager assigns calling privileges for all system users. A 2-digit number assigned by your system manager, followed b...
Page 23 - Table 4
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 17 Physical Layout of Your Console 2 ■ Call status Call-status displays the phone call’s current status. Table 4 identifies call status indicators and describes when ...
Page 24 - Chapter 4, ‘‘Using the; Ringer-Volume Control Area; Call Status Identifiers
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 18 Physical Layout of Your Console 2 NOTE: If your system has Integrated Services Digital Network (ISDN) — Primary Rate Interface (PRI), refer to Chapter 4, ‘‘Using t...
Page 25 - Ringer Volume Control Area (enhanced console); The ringer volume control area has an; button. To adjust the volume on your console:; button to choose the type of tone that you wish to adjust.; (up) button to increase the volume or the; ‘‘Transferring Calls to Internal Extensions’’ on page 24
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 19 Physical Layout of Your Console 2 Figure 8. Ringer Volume Control Area (enhanced console) The ringer volume control area has an (up) button, a (down) button, and a...
Page 26 - Selector Console Area; If the lamp is dark, the extension is idle.
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 20 Physical Layout of Your Console 2 Figure 9. Selector Console Area Determining Extension Number Status You can determine the status of an extension by pressing the ...
Page 27 - Tones Heard Through Handset or Headset; Table; Ringing and Tones Descriptions
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 21 Physical Layout of Your Console 2 ■ 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 th...
Page 28 - Low; Ringing and Tones Descriptions (Continued)
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Understanding the Console Layout 22 Physical Layout of Your Console 2 Call Waiting Ringback Low 15 times a minute with decreasing volume during the last 0.2 second A call is waiting at the console an...
Page 29 - Operating the Console; Chapter 5, ‘‘Centralized Attendant Service’’
Operating the Console 23 3 DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 3 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 con...
Page 30 - Activating the Console
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Operating the Console 24 Activating the Console 3 Activating the Console Activating the console refers to preparing the console for human control. To activate the console: 1. Plug in the handset or t...
Page 32 - Placing Callers on Hold; Connecting Two or More Callers
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Operating the Console 26 Placing Callers on Hold 3 — If the called party declines to talk to the caller, press the S PLIT button to reconnect to the caller. Follow your company’s procedures for takin...
Page 33 - Answering Emergency Calls; EMERG
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Operating the Console 27 Answering Emergency Calls 3 To use connect two or more parties: 1. Call internal or external party number 1. 2. Press the S TART button. 3. Call the internal or external part...
Page 35 - Using the Features; Speeding Up the Console; Using Auto Start
Using the Features 29 Speeding Up the Console 4 DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 4 Using the Features You might find yourself working at an organization that requires you to know more than the standard operating procedures outlined ...
Page 37 - button for the next incoming call, placing the first caller on; Handling Multiple-Party Calls; You can connect up to five callers on a single call.
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 31 Handling Multiple-Party Calls 4 Holding Calls Automatically Your console automatically places a call on hold when you answer another call. Example Widgets, Inc. is conducting an...
Page 39 - Example; Paging with Deluxe Voice Paging; Table 1 on page 6
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 33 Handling Multiple-Party Calls 4 Example Robert Planter, vice president of public relations, is on a conference call with musician, Larry Browning, and stand-up comedian, Cindy W...
Page 40 - Loudspeaker Paging Access — Deluxe; Procedures; Tell the caller that you are going to page the called party.; through P; Keypad buttons to dial an access code; Answering Calls for Another Party
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 34 Answering Calls for Another Party 4 Example Robert Planter, vice president of public relations, is on a conference call with musician, Larry Browning, and stand-up comedian, Cin...
Page 41 - Attendant Backup
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 35 Answering Calls for Another Party 4 Backing Up the Console Operator Your system manager can program your overflow calls to ring to one or more designated phone. Example The mark...
Page 42 - Call Coverage; Table 6; Forwarding All Calls; Call Coverage Display Information; or
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 36 Answering Calls for Another Party 4 Example Widgets, Inc. takes great pride in providing human contact for all persons calling customer service representatives. The system manag...
Page 43 - Parking Calls
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 37 Answering Calls for Another Party 4 Example Bob Sisterkey, quality assurance specialist at Widgets, Inc., had to leave the office in a hurry for a personal emergency. He is expe...
Page 44 - Paging for Called Parties
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 38 Paging for Called Parties 4 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 5...
Page 45 - Chime Paging
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 39 Paging for Called Parties 4 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 ...
Page 47 - Paging with Voice Paging
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 41 Paging for Called Parties 4 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 p...
Page 49 - Assisting Callers with Special Tools; Using Call Waiting
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 43 Assisting Callers with Special Tools 4 3. Press the SPLIT button. 4. Press the HOLD button. Unanswered pages return to you for further assistance. If the allotted time for pagin...
Page 52 - Press the; Overriding Diversion Features; Attendant Override of Diversion Features; To override diversion features:; Emergency Notification to Digital Telephones
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 46 Assisting Callers with Special Tools 4 ■ Press the SPLIT button. ■ Press the RELEASE button. Overriding Diversion Features Sometimes system users divert their incoming calls to ...
Page 53 - Feature Name
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 47 Assisting Callers with Special Tools 4 Example Edward Murrow, Widgets, Inc. salesman, just fell down a flight of stairs breaking his leg. Tom Bronaw, who was nearby, calls the e...
Page 55 - Emergency Access to Attendant; A user takes the handset off-hook or dials the feature access code.; Placing a Series of Calls
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 49 Assisting Callers with Special Tools 4 Example Linda Mahoney, Widgets, Inc. spokesperson, has just suffered from a heart attack. Tom Roberts, who works nearby, calls the company...
Page 56 - Examples; Attendant Serial Calling; To manage a serial call:; When the call is complete, it returns to the console.; button to terminate a serial call.; Managing Outside Lines; Controlling Access to Outside Lines
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 50 Managing Outside Lines 4 Examples Widgets, Inc. researcher Susan Bealan is in a remote part of the world locating natural resources for manufacturing environmentally-safe bathtu...
Page 58 - Information about the changing status of a call; Choosing Outside Lines; Attendant Direct Trunk Group Selection; To select an outside line:; Using Features for Internal Use; Restricting Calls; Table 7
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 52 Using Features for Internal Use 4 ■ Special call status information (designated by MISCID in this chapter) Information about the changing status of a call NOTE: Sometimes a bill...
Page 59 - Calling Restrictions
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 53 Using Features for Internal Use 4 These restrictions override user privileges established by your system manager. Toll restriction can be substituted for outbound or station-to-...
Page 60 - Activating Don’t Split
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 54 Using Features for Internal Use 4 5. Select one of the following options: ■ If you hear a confirmation tone (3 short bursts of tone), press the RELEASE button. ■ If you hear an ...
Page 65 - END OF
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 59 Using Features for Internal Use 4 Feature Name Message Retrieval Procedures To retrieve messages: 1. Press the COVER MSG RT button. Messages display on the display. 2. Read mess...
Page 66 - Immediate Manual Override
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 60 Using Features for Internal Use 4 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. Yo...
Page 68 - Clocked Manual Override
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 62 Using Features for Internal Use 4 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 ...
Page 69 - Using Visually Impaired Attendant Service; Table 8; Using VIAS Buttons
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Using the Features 63 Using Features for Internal Use 4 2. Enter the following in the order shown: 1 through 7 (to specify the day) 0000 through 2359 (to specify the hour) ■ Display shows: ROUTE PLAN...
Page 72 - Using CAS-Associated Tones
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Centralized Attendant Service 66 Identifying Differences in a CAS Environment 5 Using CAS-Associated Tones In addition to the standard console tones, a CAS console has the following call identificati...
Page 73 - Using CAS Operating Procedures
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Centralized Attendant Service 67 Identifying Differences in a CAS Environment 5 Using CAS Operating Procedures Operating procedures for CAS environments work similarly to standard environments. Howev...
Page 74 - If the caller does not want to wait, take a message and press the; Placing Calls on Remote Hold; To place calls on remote hold:; Using CAS Backup Service; To transfer a CAS call from a multi-line phone:
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Centralized Attendant Service 68 Identifying Differences in a CAS Environment 5 Explain to the caller that the called party cannot be reached. If the caller wants to wait, transfer the call again; th...
Page 75 - Placing CAS Calls on Remote Hold
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Centralized Attendant Service 69 Identifying Differences in a CAS Environment 5 2. Listen for call identification tone (if provided by the branch). 3. Answer the call. 4. Select one of the following ...
Page 76 - Single-Line Phone — Night Service Operations
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Centralized Attendant Service 70 Identifying Differences in a CAS Environment 5 ■ Press the CONFERENCE button ■ Press the TRANSFER button The transferred call drops, or remote hold deactivates. Singl...
Page 77 - Routine Maintenance; Testing the Console; Figure 1 on page 6
Routine Maintenance 71 Testing the Console 6 DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 6 Routine Maintenance Routine testing and cleaning for your console is quite simple. This chapter provides step-by-step procedures for testing your consol...
Page 78 - To test the display and lamps on a 302C console:; and; button simultaneously.; to place console back in service; Cleaning Your Console; Night Service — Reactivate Night Service as desired.
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Routine Maintenance 72 Cleaning Your Console 6 To test the display and lamps on a 302C console: 1. Press the POS BUSY and VOLUME UP button simultaneously. 2. When finished, press POS BUSY to place co...
Page 79 - terminal
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 73 Glossary and Abbreviations GL Glossary and Abbreviations A AAR See Automatic Alternate Routing (AAR) . Abbreviated Dialing (AD) A feature that allows c allers to p lac e c alls b y d ialing just o...
Page 82 - Integ rated Servic es Dig ital; A c onnec tion b etween two users within a system.; ap p earanc e; Leave Word Calling
DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 Glossary and Abbreviations 76 I inside call A c all p lac ed from one telephone to another within the loc al c ommunic ations system. Integrated Services Digital Network (ISDN) A pub lic or p rivate ...
Page 85 - Numerics
Index 79 DEFINITY® Enterprise Communications Server Release 7Console Operations 555-230-700 Issue 4 June 1999 IN Index Numerics 302A/B c onsole d iag ram , 6 302C c onsole diagram , 7 A ab b reviated d ialing , 30 see sp eed d ialing , 30 ac c essing ind ivid ual op erators , 55 ac tivating d on’t s...
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