ATT DEFINITY Communications System Generic 3 Instructions Manual

							Attendant Priority Queue
Issue  3   March 1996
3-127
nRedirected Call - A call initially assigned to one attendant, but 
subsequently reassigned to the group because the position has become 
busy.
nAttendant Return Call - A call returned to the attendant after a timeout of 
an extended station or trunk call. Such a call is intend e d to return to the 
attendant who extended it. However, if that console is busy on another 
call, the extended call is returned to the attendant group. This category is 
a type of Attendant Redirected Call with its own identity to allow 
assignment of a Attendant Priority Queue level.
nSerial Call - Originated by the Attendant Serial Call 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 extend e d the serial call is busy on another call, the 
serial call is redirected to the attendant group.
nIndividual attendant access call - Originated  by a station user, incoming 
trunk call, or a system feature which uses the In dividual Attendant Access 
(IAA) extension to direct a call to a specific attendant. If the individual 
attendant is b usy on another call, the Individual Attendant Access call is 
queued until the individual console is idle. Then the queued IAA call is 
terminated to the individual attendant console.
nInterposition Call - Originated by one attendant who directs a call to 
another attendant b y dialing the Individual Attendant Access extension. 
This category is a typ e of Individual Attendant Access call with its own 
identity to allow assignment of a Attendant Priority Queue level.
nMisc ellaneous Call - Other calls (such as Automatic Circuit Assurance 
calls) not covered in the a bove call categories.
A priority level is assigned to each category, so that calls are answered on a 
priority basis. The assignment of a p riority level to each category is 
administrable. The same priority level can be assigned to more than one 
category. By assigning all categories the same priority level, a first-in/first-out 
queue is achieved.
Calls are prioritized within a Attendant Priority Queue level on a first-come 
first-serve basis by a timestamp associated with each call. This timestamp  
indicates the relative time (with respect to all calls in the queue) when a call was 
placed in the Attendant Priority Queue after attempting to terminate to the 
attendant group or an individual attendant.
When at least one call is queued in the Attendant Priority Queue, the Calls 
Waiting lamp is lighted steady on all active attendant consoles. If the number of 
calls in the queue reaches the customer-administrable attendant group 
calls-waiting threshold, the Queue Warning lamp is lighted steady on all active 
attendant consoles. 
						

							Feature Descriptions
3-128Issue  3   March 1996 
Priority by Call Type
Wit h DEFI NI TY C o mm unications System G3V4 and later releases, it is possible to 
further define the priority assigned to calls in the Attendant Priority Queue. Calls 
are first assigned a priority level based on one of the twelve priority categories. 
Then, within each priority category, calls are assigned a further priority based on 
call typ e. Then, within each call type, calls are prioritized by time (first-in 
first-out). The following list d esc ribes the call types.
nCall Type 1: An outgoing public network call is classified as Type 1 when it 
is ringing or answered. An incoming  call is classified as Typ e 1 when it is 
answered.
nCall Type 2: An incoming external p u blic network call that has not yet 
been answered is classified as Type 2.
nCall Type 3: All other calls, that is all internal calls, conference calls, and 
tie trunk calls of any type are classified as Type 3. This includes calls over 
RLTs, DCS, inter-PBX attendant calls, and other private networking 
features.
Within each priority category, Type 1 calls have priority over Typ e 2 calls, which 
have priority over Type 3 calls. In this way external p u blic network calls have 
priority over all other calls including conference calls. And, answered external 
public network calls have priority over public network calls that have not yet b een 
answered.
With G3V4 a n d later releases, it is also possible to assign a Call Type button on 
the attendant console. When pressed, this button displays the Call Type of the 
active call.
Considerations
Note that even though the Attendant Priority Queue feature may reroute an 
incoming call from an individual attendant to the attendant group under some 
conditions, the routing reason (and hence the associated Attendant Priority 
Queue level) for the call is not typically c hanged. Hence, the reason c o de disp lay 
on the answering attendant’s alphanumeric display remains the same for the 
rerouted call.
Interactions
In g eneral, interaction with System Features that cause a call to be routed to the 
attendant group or an individual attendant assign a ‘‘routing reason’’ to the call. 
Each routing reason is used b y the Attendant Priority Queue feature to 
determine the Attendant Priority Queue category (and hence the particular 
Priority Queue level) for the call.
Therefore, the routing reason designated by a feature determines the priority of a 
call in the Attendant Priority Queue. Note that even though the Attendant  
						

							Attendant Priority Queue
Issue  3   March 1996
3-129
Priority Queue feature may reroute an incoming call from an individual attendant 
to the attendant group under some conditions, the routing reason (and hence the 
associated Attendant Priority Queue level) for the call is not typically changed.
nIndividual Attendant Access Call
An Individual Attendant Access (IAA) call requires special handling b y the 
Attendant Priority Queue feature. If the console to which an IAA call is 
directed is in the active mode  because the handset/headset is p lugged in 
and the module associated with the individual console is operational, a 
queued IAA call is not terminated to the individual attendant until that 
attendant is able to receive the call.
If the handset/headset for the individual attendant console is unplugged, 
or the module associated with that attendant is not operational, a q ueued 
IAA call is rerouted to the  global attendant q ueue.
Interactions for Priority by Call Type (G3V4 and 
later releases)
nMulti-Party Calls
Multi-party calls are always treated as Type 3 calls when placed into the 
Attendant Priority Queue. If a multi-party call becomes a single-party call 
while in the queue due to one or more p arties disconnecting, it remains a 
Type 3 call.
nNight Service - Hunt Grou p
When Night Service Hunt Groups are used, calls may be retrieved from 
hunt groups rather than the Attendant Priority Queue. Since the Call Type 
prioritizing is not a p plied to hunt groups, calls may not be retrieved in 
order of Call Typ e when Night Service calls terminate in hunt groups. 
However, if and only if the Attendant Priority Queue is used as the 
termination for Night Service calls, ordering by Call Type can be 
maintained.
nOff Premises Station
Calls from Off-Premises Stations (OPS) always are identified as Type 3 
calls.
Administration
System administration functions are provided to allow the customer to:
nDesignate Attendant Priority Queue levels for any or all Attendant Priority 
Queue call categories (including the highest priority level).
nDesignate the attendant group calls-waiting threshold, which is used to 
light the Queue Warning Indication lamp on all active consoles if that 
threshold is exceeded.
nIndicate whether calls should be subordered by Call Type. 
						

							Feature Descriptions
3-130Issue  3   March 1996 
Note that the ‘‘Emerg ency Call to the Attendant Group’’ category is set as a 
default to the highest level of 1, and all other call categories are set to a lower 
priority of 2. If an attempt is made to change the Emergency Call category from 
the highest priority level, a warning message is displayed on the administration 
terminal.
For instructions for a dministering a Call Type button for an attendant console, see 
Attendant Console of the 
DE FI NITY  Com munications System Generic 3 Version 
4 Implementation
 manual, 555-230-655, or DEFI NIT Y Com munications System 
Generic 3 V2/V3 Implementation
, 555-230-653.
Hardware/Software Requirements
There is no special hardware required for this feature. 
						

							Attendant Recall
Issue  3   March 1996
3-131
Attendant Recall
Feature Availability
This feature is available with all G3 releases.
Description
Allows voice terminal users on a two-party call, or on an Attendant Conference 
call held on the console, to recall the attendant for assistance.
Single-line users p ress the R
EC A LL b utton or flash the switchhook to recall the 
attendant.
Multi-appearance users press the Conference or Transfer button to recall the 
attendant, and remains on the connection when either button is used.
Considerations
Attendant Recall provides a convenient means for a voice terminal user, on a call 
held on the console, to recall the attendant if further assistance is required.
The call must b e held on the console.
Interactions
The following features interact with the Attendant Recall feature.
nIndividual Attendant Access
If a hunt  group call to an individual attendant is b eing held on the console, 
a system user, active on the c all, cannot recall the attendant.  However, he 
or she can transfer calls or make conference calls.
Administration
None required.
Hardware and Software Requirements
No a d ditional hardware or software is required. 
						

							Feature Descriptions
3-132Issue  3   March 1996 
Attendant Release Loop Operation
Feature Availability
This feature is available with all G3 releases.
Description
Allows the attendant to hold the connection of any call off the console if 
completion of the call is delayed (such as a call extended to a busy single-line 
voice terminal or to a voice terminal that d oes not answer). This feature frees the 
attendant to handle other calls.
When an incoming call arrives on a call appearance at an attendant console and 
is answered, extended, and released by the attendant, the call is released from 
that call appearance.  The console is then available to receive the next call.
Timed Reminder (Return Call Time-out) starts once the call is off the console.  If 
the called terminal or coverage point user does not answer before the 
administered interval expires, the call returns to the attendant q ueue. Once the 
call comes out of queue and terminates at a console, the special recall tone is 
applied and the alphanumeric  display shows the call identification. G3i-Global 
and G3r Versions 1 a pply the normal ringing tone to recall calls. For Version 2 
and later releases, the ringing may b e administered to apply either secondary 
ringing, (recall ringing) or primary ringing (incoming call ringing).
For G3i-Global, G3rV1, G3V2, and later releases, Timed Reminders attemp t to 
return the call to the attendant who previously handled it; only when the original 
attendant is unavailable are calls returned to the queue. For G3vsV1/G3sV1, and  
G3iV1, Timed Reminders are returned to the attendant queue for distribution to 
the first available attendant (which is not necessarily the attendant who 
previously handled the call).
Once a Timed Reminder occurs, the call is returned to the queue and the called 
station is no longer notified of the call.
Considerations
Attendant Release Loop Operation imp roves efficiency in handling calls by 
allowing the attendant to release from a call without having to wait for an answer.  
The attendant is immediately available to handle other calls.
Interactions
The following features interact with the Attendant Release Loop Operation 
feature. 
						

							Attendant Release Loop Operation
Issue  3   March 1996
3-133
nTimed Reminder
Timed reminder tone is provided by this feature.
The Return Call Time-out interval is provided by this feature.
nAttendant Display
Call i dentification is provided by this feature.
Administration
None required.
Hardware and Software Requirements
No a d ditional hardware or software is required. 
						

							Feature Descriptions
3-134Issue  3   March 1996 
Attendant Room Status
Feature Availability
This feature is available with G3V3 and later releases.
Description
Beginning with G3V3, the DEFINITY Communications System offers room status 
access from the attendant console. The Attendant Room Status feature enables 
an attendant to see whether a room is vacant or occupied and what the 
housekeeping status of each room is without having to use a property 
management system (PMS).
Feature History and Description
This feature is designed for those customers who require the ability to q uickly g et 
room status using the DXS module without having to have a PMS. It is modeled 
after two features in the PMS Interface: ‘Check-In/Check-Out’ and ‘Housekeeping 
Status’. These two features combined make up the Attendant Room 
Statusfeature.
The Dimension 400 PBX and Dimension 2000 PBX systems contained a feature 
similar to Attendant Room Status, which was called ‘Room Status and 
Selection’. This feature was part of ‘Dimension’s Hotel/Motel’ feature package. It 
provided the capability for the switch to store and display the occupancy and 
cleaning status of each guest room. Dimension also provided the first interface to 
a general trade PMS. However, in the systems that followed Dimension, 
b e ginning with System 75, the ability to display this information on an attendant 
console was based solely on a PMS. In other words, without a PMS, the room 
status information could not be seen easily. The switch systems still stored the 
information and the information was available by printing it on hard  copy (as is 
still the case with all the DEFINITY Communications System releases), but the 
switches no longer displayed the information on an attendant console.
Therefore, the new Attendant Room Status feature, which allows you to see 
room status on the attendant console without a PMS, fills the gap in releases that 
came between Dimension and the DEFI NI TY Com munications System G3V3. 
						

							Attendant Room Status
Issue  3   March 1996
3-135
Check-In/Check-Out Status
Check-in/Check-out status is available by pressing the OCC-ROOMS (occupied 
rooms) button on the attendant console. Rooms  are  either  o c cupied or vacant. 
This function enables you to identify which rooms are occupied and which are 
vacant.
NOTE:
The OCC-ROOMS b utton must b e administered on the ‘Attendant Console’ 
form.
When you press the 
OCC-ROOMS button on the attendant console, the console 
enters the Check-in/Check-out mode and the DXS lamps light for all rooms that 
are o c cupied (that is, checked in) and stay unlit for all rooms that are vacant (that 
is, checked out). Also, the console displays a messa ge indicating that it is in the 
Check-in/Check-out mode. As with other display messages, this message may 
be administered for a specific language.
If your console includes hundreds keys, you can view the status of stations in 
hundred groups using the same procedure you would follow to view idle/busy 
status in hundreds groups: b y p ressing the a ppropriate hundreds buttons.
The occupancy status normally up d ates as guests are checked in and out. While 
the console remains in this mode, it u p dates lamp s for any rooms that change 
status.
Maid Status
Maid status is available by pressing the MAID-STAT (maid status) button on the 
attendant console. A room may be in one of six maid states (also known as 
housekeeping states). This function enables you to see which rooms are in a 
specified maid state.
NOTE:
The MAID-STA T button must be a dministered on the “Attendant Console” 
form.
When you press the 
MAID-STA T b utton on the attendant console, the console 
enters the Maid Status mode and prompts you to enter a status number (1 
through 6). If the attendant enters an incorrect number, the system displays an 
error message. When the attendant enters a valid Maid Status number, the 
display indicates the status that corresponds to that number and lights the DXS 
lamps for all rooms currently in that status. The DXS lamps are unlit for all rooms 
that are not in that state.
While the console is in Maid Status mode, the attendant can view another status 
by pressing the status number 
— that is, the attendant does not need to repress 
the 
MAID-STAT b utton. When the attendant presses a new status number, the  
						

							Feature Descriptions
3-136Issue  3   March 1996 
console display identifies the new status and the DXS lamps indicate the rooms 
that are in the new maid status.
The cleaning status of a room is u p dated when a maid or inspector dial from the 
room and change the status. While the console remains in the Maid Status mode, 
it automatically changes the lamps on the DXS module when a room’s Maid 
Status changes. That is, while the console and DXS lamps display rooms in one 
status, and a room changes to or from that status, the lamp for that room 
automatically changes.
If your console includes hundreds keys, you can view the status of stations in 
hundred groups using the same procedure you would follow to view idle/busy 
status in hundreds groups by pressing the ap propriate hundreds buttons.
The Maid Status messages that appear on the console identify each of the six 
states and are user- defined. For exam ple, you might define room state 1 as 
clean, ready to use and room state 2 as occupied, needs cleaning. The 
messages are administered on the ‘System-Parameters Hospitality’ form. Your 
system administrator has the ability to change these messages to display 
appropriate information. As with other display messages, the Maid Status 
prompts and status messages may be administered for a specific language.
Interactions
When the console is in the Check-in/Check-out mode, the attendant may make 
outgoing calls via the key pad. The only difference between this mo de and 
Normal mode is in the state of the DXS lamps. The attendant can return to Normal 
mode or any other mode by pressing the a p propriate button on the console. The 
Check-in/Check-out mode does not affect other attendant o perations.
When the console is in the Maid Status mode, the attendant may not make 
outgoing calls via the key pa d. However, the attendant may make calls via the 
DXS mo dule or the feature b uttons. The c onsole remains in the Maid Status mode 
until the attendant changes it to another mode. To change to Normal or another 
mode, press the ap propriate button on the console. When the console is no 
longer in Maid Status mode, the DXS lamps return to the normal state (showing 
whether a station is b usy or idle).
Considerations
Only attendants may use this feature. The feature is not available for attendants 
connected to the switch by a distributed communications system (DCS). Also, 
attendant consoles are the only terminals that can access this feature.