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Copyright 2001, Avaya Inc All Rights Reserved Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Preventing Toll Fraud “Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company's behalf).
Contents Console operations 1 About this document 1 Assumptions 1 Conventions 2 Related documents 3 ■ ■ ■ Basic operation 4 Console layout 4 Status lamps 8 Call purpose indicators 9 Administrable features 10 Activate the console 11 Deactivate the console 11 Answer calls 12 Make calls 12 Forced release 15 Split calls 15 Split Swap 16 Auto Start and Don’t Split 19 Class of restriction 20 Night Service 21 Feature operation 22 Attendant Backup 22 Busy Verification
Contents Override 36 Recall 37 Serial Calling 38 Transfer 39 Trunk Identification 42 Index iv DEFINITY ECS Console Operations Quick Reference 43
Console operations About this document This document contains basic telephony procedures for using a 302-series attendant console on a DEFINITY® Enterprise Communications Server (ECS) or an Avaya IP600 Internet Protocol Communications Server. These procedures are done by the attendants or front desk personnel. All office staff personnel that operate the attendant console or do console operations at a backup telephone should be familiar with these procedures.
Console operations Conventions The following conventions are used in this document: ■ Buttons you press on the console are shown as follows: RELEASE button 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. Some button labels on the console, such as Serial Call, span two lines.
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. — Confirmation tone — a three-burst tone you hear after successfully using a feature access code. — Intercept tone — a high-to-low tone you hear when a call or feature access code is not accepted. ■ The following table lists the features described in this document.
Console operations Basic operation Console layout The Attendant Consoles and DXS Selector Console are shown in Figure 1, Figure 2, and Figure 3. 9 8 6 7 10 Ringer Select 2 Cont Cont Warning Warning Busy Busy Volume 11 5 4 ABC DEF 1 2 3 GHI JKL MNO 4 5 6 TUV WXYZ 8 9 PQRS 7 Oper 0 Calls Waiting Calls Waiting Warning Individual Calls Waiting 12 Alarm Alarm Reported Position Available 3 On Hold Cancel Test Start 13 Release 1 phdg302b KLC 031899 1.
Basic operation 9 8 10 Volume 7 Ringer Select 6 1 Control Control Warning Warning Busy Busy 11 2 ABC DEF 1 2 3 GHI JKL MNO 4 5 6 PQRS TUV WXYZ 7 8 9 Forced Release Calls Waiting Night Pos Busy Calls Waiting Warning Individual Calls Waiting 12 4 Alarm Alarm Reported 0 Position Available Hold Split 3 13 Cancel Start a Release b c d e f phdg302c KLC 042501 5 1. Handset 8. Display 2. Handset cradle 9. Select button 3.
Console operations 90 91 92 93 94 95 96 97 98 99 80 81 82 83 84 85 86 87 88 89 70 71 72 73 74 75 76 77 78 79 60 61 62 63 64 65 66 67 68 69 50 51 52 53 54 55 56 57 58 59 40 41 42 43 44 45 46 47 48 49 30 31 32 33 34 35 36 37 38 39 20 21 22 23 24 25 26 27 28 29 10 11 12 13 14 15 16 17 18 19 00 01 02 03 04 05 06 07 08 09 1 2 phdgdxs KLC 031199 1. DXS/BLF buttons 2.
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) — This button turns the 302D console on and off. ■ Call processing area, warning lamps, and call waiting lamps — This area consists of the dial keypad, some fixed status lamps, and the START, CANCEL, and RELEASE buttons.
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. — If the lamp is lighted, the extension is in use. — If a station has the Send All Calls feature active and is busy, the lamp remains steady until the station is no longer busy.
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. ■ Busy — This lamp is on when all the trunks in a trunk group are busy. You must select another trunk group or try again later.
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. ■ sc — Serial Call. Indicates a recall to the console when an outside caller is making a series of calls. ■ tc — Trunk Control.
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. Press any button on the console. The following messages repeat four times on the console display: STANDBY MODE (On-hook) - Press Button On Left Side to Activate Console b. Press the activate button on the left side of the 302D console.
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. ■ A call appearance lamp flashes. 2. Press the call appearance button where the lamp is flashing. ■ The ringing stops. ■ The call appearance lamp stops flashing, but remains on.
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 or RELEASE button to end the call attempt. If you press CANCEL, you get another dial tone. If you press RELEASE, the console returns to the normal operating mode. To make calls not using the selector console: 1.
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. NOTE: Trunk group select buttons are not available at some locations.
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 CANCEL button and redial, or press the RELEASE button and try again later. ■ Busy tone or intercept tone, the call cannot be completed as dialed; press the CANCEL button and redial, or press the RELEASE button and try again later. 5. To end the call, press the RELEASE button. ■ You are disconnected from the call.
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 START button, and then dial a number (for example, an extension number, a trunk access code, or the Automatic Route Selection feature access code). ■ Press a trunk group select button. While the calling person is split from the console, the Split lamp is on.
Basic operation 3. After the person answers, press the SPLIT SWAP button to alternate between 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. To set up a 3-way connection, press the SPLIT button. ■ You and the other two callers are connected. ■ The Split lamp goes on. ■ The display shows a conference call in progress.
Console operations c. While alternating between calls using the SPLIT SWAP button, you may want to disconnect one of the calls. Press the CANCEL button when you are connected with the caller you wish to disconnect. ■ The active call is disconnected. ■ The console is connected to the other caller. ■ The Split Swap lamp goes off. To disconnect the caller, press the RELEASE button. ■ You are disconnected from the call. ■ The call appearance lamp goes off. ■ The display goes blank.
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. When the Auto Start feature is enabled, the START button is disabled. To disable the Auto Start feature, use the Don’t Split feature. This allows the switch to send the digits you dial to the other end.
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. While on an active call, press the CLASS (COR) button. ■ The Class (COR) lamp goes on.
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’’ on page 22). To activate Night Service: 1. Press the NIGHT button on the console or the NIGHT button on the backup telephone (only one backup telephone can have a NIGHT button).
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.
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 RINGER CUTOFF button. ■ The Queue Calls lamp starts flashing. ■ If calls remain in the queue for 15 seconds, the Queue Time lamp starts flashing. 2.
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. 2. Dial the trunk access code followed by a specific trunk number (such as 01, 02, and so on). One of the following occurs: ■ If the trunk is busy with an active call, you are bridged onto the active call.
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. Call Forwarding - Busy/Don’t Answer causes calls to an extension to be forwarded to a different telephone number only if no one answers or if the line is busy.
Console operations 5. Press the RELEASE button. ■ 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. Press the START button or an idle call appearance button. ■ You hear a dial tone. ■ The call appearance lamp goes on.
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. While on an active call, press the START button. ■ You hear a dial tone. ■ The Split lamp goes on. 2. Dial the Call Park feature access code _____, or press the CALL PARK button.
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 START button. ■ You hear a dial tone. ■ The Split lamp goes on. 2. Call the person you want to add to the conference. ■ You hear a ringback tone. 3. After contacting the new person, press the SPLIT button. ■ All parties, including the console, are connected together. ■ The Split lamp goes off. 4.
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. Other than the emergency call, which can be placed from any telephone on the switch, all user operation occurs at the attendant console. 1.
Console operations 7. Press the POS BUSY button. ■ 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. It works as follows: 1. A user takes the handset off-hook or dials the feature access code.
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. While on an active call, press the HOLD button. ■ The On Hold lamp at the call appearance button goes on. ■ The call appearance lamp goes off. ■ The display goes blank. ■ The Position Available lamp goes on. ■ The console returns to the normal operating mode. To return to a held call: 1.
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. To search for an extension number: 1. Press INTEG DIRCTRY. ■ The Integ Dirctry lamp goes on. 2.
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 START button or an idle call appearance button. ■ You hear a dial tone. ■ The call appearance lamp goes on. ■ The Position Available lamp goes off. 2. Dial the user’s extension. ■ You hear ringback tone, busy tone, or Call Waiting tone. 3.
Console operations 4. Press the RELEASE button. ■ 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. ■ You are disconnected from the call. ■ The call appearance lamp goes off. ■ The display goes blank. ■ The Position Available lamp goes on.
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. ■ If the PAGE ALL button is selected, all paging zone lamps go on. 2. Speak into the handset to make the announcement. ■ The announcement was heard in the selected zone(s).
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.
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 RECALL button or flash the switchhook to recall the attendant. Users at multiappearance telephones must press the CONF or TRANSFER button to recall the attendant. To use the Attendant Recall feature: 1.
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. Answer the call the same way you would answer any other incoming call. 2. Press the SERIAL CALL button. ■ The Serial Call lamp goes on. 3. Press the START button. ■ You hear a dial tone.
Feature operation 7. Answer the recall. ■ You are reconnected to the caller. ■ The call appearance lamp stops flashing, but remains on. ■ The Serial Call lamp goes on. 8. Transfer the caller to the next person by repeating Steps 3 through 5. The Serial Call feature remains activated until the trunk drops from the switch or you cancel the feature manually by pressing the SERIAL CALL button. Transfer ! SECURITY ALERT: Social Engineering — “Social Engineering” is a con game that hackers frequently use.
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 START button. ■ 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. ■ The display shows the extension you are calling. 4. Use one of the following steps, a, b, c, or d, to complete the call. a.
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 CANCEL button. ■ The outgoing call is canceled. ■ The call progress tone stops. ■ The console is connected to the original call. ■ The Split lamp goes off. Explain to the calling person that the called person is not available. Take a message, or ask the calling person to try again later. Then press the RELEASE button. ■ You are disconnected from the call.
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. To use the Trunk Identification feature from the attendant console or from a backup telephone: 1.
Index IN F A activate the console, 11 administrable features, 10 alarms, 8 answer calls, 12 assumptions, 1 Attendant Auto Start, 10 Attendant Backup, 22 Attendant Crisis Alert, 29 Attendant Lockout, 10 Attendant Tone, 10 Auto Answer, 10 Auto Start, 19 B feature access codes, 3 Forced Release, 15 H Hold, 31 I Integrated Directory, 32 Intrusion, 33 L basic operation, 4 Busy Verification, 24 button layout, 4 lamp test, 6 languages, 10 layout, 4 Loudspeaker Paging, 34 C M Call Forwarding, 25 Call Of
Index R Recall, 37 related documents, 3 release, 15 S security, 39 selector console, 6, 12 Serial Calling, 38 Split Calls, 15 Split Swap, 16 status lamps, 8 T test switch, 6 Transfer, 39 trunk group select button, 14 Trunk Identification, 42 44 DEFINITY ECS Console Operations Quick Reference
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