Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1367 Hospitality features 
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nLeave Word Calling (LWC)
Message lamps activated by this feature cannot deactivate with Manual 
Message Waiting feature buttons.
If Room Change is active, LWC messages for the old room do not move to 
the new room. If Room Swap is active, LWC messages for the two rooms 
do not swap. Therefore, do not encourage use of LWC in guest rooms.
nRestriction — Controlled
Controlled Restriction for a group of user extensions, when activated from 
the switch, is not conveyed to the PMS. The PMS is not able to add or 
remove such restrictions by sending feature messages.
Suite Check-in
Suite Check-in allows you to have the switch automatically check in more than 
one phone with one check-in command (whether from your PMS or from the 
switch).
When a room phone is checked in, the switch looks for a hunt-to extension 
associated with that station. If it finds one, the switch also checks in the station 
found in the hunt-to field. The switch also:
nremoves controlled outward restriction
nadds the guest’s name to the station record for that extension
nstores the call coverage path
nremoves any Leave Word Calling (LWC) messages
nmarks the room as “occupied”
If the hunt-to (second or subsequent) station has an extension in its hunt-to field, 
that station also is checked in. The switch continues checking in stations until it 
meets a station in the chain with a blank hunt-to field.
Interactions
nAutomatic Selection of DID Numbers for Guest Rooms
If Automatic Selection of DID numbers is active, then a DID number is 
assigned only to the initial extension (the one that appears in the check-in 
message), not to all of the hunt-to extensions. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
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nDial By Name
Since the secondary phones that are checked-in insert a * before the 
name, they do not appear when Dial By Name is used. However, the name 
(with the * in front of it) appears when the phone dials the attendant or 
another display set.
nDo Not Disturb
When Do Not Disturb is activated for a phone, it is active for just that 
phone and not other phones in the hunt-to chain.
nHousekeeping Status Change
When a room status feature access code is dialed, the room status is 
updated only for the extension from which the code was dialed (not the 
hunt-to phones as well). Housekeeping should be instructed to dial the 
room status changes from the primary phone.
Hunt Groups
A hunt group is a group of extensions that can handle multiple calls 
simultaneously to a single phone number. For each call to the phone number, the 
system hunts for an available extension in the group and connects the call to that 
extension.
A hunt group is especially useful when you expect a high number of calls to a 
particular phone number.   A hunt group might consist of people trained to handle 
calls on specific topics. For example, the group might be:
nA benefits department within your company
nA service department for products you sell
nA travel reservations service
nA pool of attendants
In addition, a hunt group might consist of a group of shared telecommunications 
facilities. For example, the group might be:
nA modem pool
nA group of data-line circuit ports
nA group of data modules
NOTE:
You may also assign Automatic Call Distribution (ACD) to a hunt 
group. In this case, the hunt group is known as an ACD split. Refer to 
DEFINITY ECS Guide to ACD Call Centers for more details about 
ACD splits. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
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Features and technical reference 
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Detailed description
The following sections describe how a hunt group works.
Hunting methods
The system uses one of two types of hunting method to distribute calls:
NOTE:
Expert Agent Selection uses uniform call distribution and expert agent 
distribution. Refer to DEFINITY ECS Guide to ACD Call Centers.
Hunt group queues
You can set up a queue for a hunt group. When all extensions in the group are 
busy, calls wait in queue for the next available extension. You determine how 
many calls can wait in queue by setting the queue length.Direct 
department 
callingThe system hunts for an available extension in the hunt 
group, always starting with the first extension in the group.   
If the first extension is busy, the system checks the second 
extension. If the second extension is busy, the system 
checks the third, and so on. When an extension is available, 
the system rings that extension to connect the call.
Uniform 
call 
distributionThe system hunts for the extension that has been available 
for the longest time. The system then rings that extension to 
connect the call. This type of hunting provides the most 
equitable distribution of calls. Also, this type of hunting is 
required for a modem pool, data-line circuit ports, and data 
modules.
Circular Enter 
circ when the call should be routed in a “round-robin” 
order. The order in which the participating extensions are 
administered is the order in which calls are directed. The 
switch keeps track of the last extension in the hunt group to 
which a call was connected. The next call terminating on the 
hunt group is offered to the next station in the circular list 
independent of how long that station has been idle. The 
switch does not start searching at the same place each time. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1370 Hunt Groups 
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If all hunt-group members are unavailable or the queue is full, the system treats 
the call as follows:
nIf the call is internal or is carried on a Direct Inward Dialing (DID), DS1, or 
tie trunk, the caller hears busy tone.
nIf the call is on a central office trunk, the caller hears ringing, but gets no 
answer.
nIf the hunt group has call coverage, the system sends the call to a coverage 
point.
Refer to ‘‘
How hunt group extensions become unavailable’’ on page 1372.
Queue warning level
You can set up a queue warning level and an associated queue warning indicator 
lamp.   When the queue reaches this level, the lamp lights and remains lit until the 
queue drops below this level. You can have one lamp for each hunt-group queue. 
Install the lamp so the members of the hunt group can see it.
Call coverage
You can set up call coverage for a hunt group. Then, if a hunt-group queue is full, 
the system sends new calls to the coverage point.
If a call goes into a hunt group queue, it stays in queue for the Coverage Dont 
Answer interval, then redirects to the coverage point. A call coverage point can be 
another hunt group.
Announcements
You can record and assign one delay announcement to each hunt-group queue. An 
announcement can be shared among hunt groups. Normally, the announcement 
should tell the caller to wait and say the call will be answered in the order in which 
it was received.
A call that connects to a delay announcement remains in queue while the 
announcement plays. If the call has not been answered by the time the 
announcement completes, the caller hears music (if provided) or silence. When 
the call begins ringing a member of the hunt group, the caller hears ringing.
Delay announcement interval
You also define for each hunt group a delay announcement interval. When a call 
enters the queue, the interval starts. This interval (0 to 99 seconds) indicates how 
long a call remains in queue before the call connects to a recorded announcement.  
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1371 Hunt Groups 
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If Call Coverage is provided, the Dont Answer interval (one to 99 ringing cycles) 
may also begin when the call enters the queue. After these intervals begin, one of 
the following occurs:
nIf the Dont Answer interval expires before the delay announcement 
interval expires, the call redirects to coverage.
nIf no coverage point is available to handle the call, the call remains in 
queue and may connect to the delay announcement.
nIf the delay announcement interval expires before the Dont Answer 
interval, the call connects to a delay announcement. If the announcement is 
already in use, the delay announcement interval is reset.
This process continues until the call is answered, goes to coverage, connects to an 
announcement, or ends because the caller hangs up.
If you set the delay announcement interval to 0 seconds, a call automatically 
connects to the announcement. The result is a “forced first announcement.” In this 
case, the call does not connect to a hunt-group member until after the 
announcement. The caller does not hear music.
If a call redirects to another hunt group via Call Coverage, the caller does not hear 
either hunt group’s forced first announcement. However, the caller may hear the 
first or second announcement of the covering hunt group.
Analog, aux-trunk, or integrated announcements
Delay announcements may be analog, aux-trunk, or integrated (digital). For an 
analog or aux-trunk announcement, callers who enter the queue hear the 
associated announcement the next time the system plays it. Callers who enter the 
queue after the announcement begins do not hear it until it starts again. For an 
integrated announcement, multiple callers can be connected to the same 
announcement at different times, depending on the availability of ports. Refer to 
‘‘
Recording announcements’’ on page 368 for more information.
Example
Assume that a hunt group has the following parameters.
nQueue length is 10 calls.
nQueue warning level is 5 calls.
nRecorded announcement delay is 20 seconds.
All hunt-group members are busy. A call enters the queue as the fifth call, which 
causes the queue warning level lamp to light. Hunt-group members see the lamp 
and try to quickly complete their present calls. Meanwhile, the call waits in the 
queue for 20 seconds and hears the recorded announcement. When a hunt-group  
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
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member becomes available, the first call in queue connects to that group member. 
The queue warning-level lamp turns off because the number of calls in queue fell 
to four.
How hunt group extensions become 
unavailable
An extension in a hunt group becomes unavailable to receive calls if the hunt 
group member is already handling a call. This rule is true even if the call is not a 
hunt-group call and even if the extension’s phone is a multiappearance phone.
An extension also becomes unavailable if the member presses one of the 
following buttons:
nHunt Group Busy
nSend All Calls
nCall Forwarding All Calls
NOTE:
If a member is also an ACD agent, pressing the AUX work button 
also makes the member unavailable. On the other hand, if an agent 
presses the 
ACW (after call work) button, the system considers the 
agent to be available and still will queue calls.
nHunt Group member dials the Hunt Group Busy Activate feature access 
code
Hunt Group Busy
If you turn on the Hunt Group Busy option, a hunt group member can dial the 
Hunt Group Busy code followed by the hunt group number. The extension is 
unavailable for calls until the group member dials the Hunt Group Busy 
deactivation code or presses the button again.
If the last available member of a hunt group tries to activate the Hunt Group Busy 
option, the following occurs:
nNew calls to the hunt group receive busy tone or go to coverage.
nCalls already in the queue continue to route to the last available extension.
nWhen the queue is empty, Hunt Group Busy activates. At the last available 
extension, the status lamp associated with the 
AUXILIARY WORK button, if 
provided, flashes until the queue is empty. When no more calls remain in 
the queue, Hunt Group Busy activates and the status lamp, if provided, 
lights steadily. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1373 Hunt Groups 
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NOTE:
If an extension is an ACD split agent as well as a hunt-group member, 
the split agent normally has an 
AUX-WOR K button that also 
activates/deactivates Hunt Group Busy. If an agent is the last 
available member and they push 
AUX-WOR K, the button’s light flashes 
until the queue is empty. This means the agent is still available. When 
the queue finally empties, the button lights steadily and Hunt Group 
Busy takes effect.
Send All Calls
If a station activates Send All Calls with the Send All Calls button, then calls to 
the hunt group extension go in queue if there is a queue, otherwise callers get a 
busy treatment if all the agents have their Send All Calls pushed.
NOTE:
If an extension is an ACD split agent as well as a hunt-group member, the 
split agent normally has an 
AU X- WO R K button that also activates/deactivates 
Hunt Group Busy. If an agent presses the 
SEND ALL CALLS button, the agent 
becomes unavailable for hunt-group calls. The agent then can become 
available for calls again by pressing the 
SEND ALL CALLS button again.
Call Forwarding All Calls
With Call Forwarding All Calls active, an extension within a hunt group is 
unavailable for hunt-group calls. Callers hear the hunt group’s forced first 
announcement, if administered, before the system forwards the call.
Considerations
nMembers assigned to multiple hunt groups
An extension can be a member of more than one hunt-group. However, a 
phone, even a multiappearance phone, can receive only one hunt group call 
at a time. On a multiappearance phone, all appearances must be idle to 
receive a hunt-group call.
You can assign a 
COVERAGE INCOMING CALL INDICATOR (ICI) button to a 
multiappearance phone or attendant console. When a member receives a 
call for the hunt group associated with the ICI button, the buttons status 
lamp lights.
nACD agents as hunt group members
Do not include ACD split agents in non-ACD hunt groups if they also 
receive ACD split calls. The system distributes all ACD calls to split agents 
before it distributes hunt-group calls. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Features and technical reference 
1374 Hunt Groups 
20
When you change an ACD split to a non-ACD hunt group, each split agent 
must enter the Hunt Group Busy deactivation code in order to receive calls 
in that hunt group. If the agent has an 
AU X -WO R K button, the button lamp 
lights when you make the change. The agent can then press the button to 
become available for hunt-group calls.
nHunt group for communications devices
Members of a hunt group used for shared data communications must be of 
the same type. Thus, you can put data modules or analog modems in a hunt 
group, but not both. Option settings must be the same for all group 
members.
A caller can still use the 
DATA EXTENSION button to access the associated 
data module, even if the module is in a hunt group. Individual data modules 
or modems can originate and receive calls.
nAccess restrictions
You can restrict, via the Class of Restrictions, any extension in a hunt group 
from receiving calls other than those to its assigned hunt group. You can 
also restrict extensions on your switch from calling the hunt group’s 
extension.
nSystem limits
The size of your system determines how many hunt groups you can set up 
and how many extensions you can assign to each group.
nTrunk signaling 
A hunt group always has its own extension. Therefore, a caller with a 
phone on the switch can call the hunt group by dialing only that extension. 
If a trunk group has the ability to pass digits from the CO to the switch (for 
example, a DS1 trunk group), a caller can also call the hunt group by 
dialing a 7-digit phone number that consists of a specified prefix and the 
hunt group’s extension.
If a trunk group cannot pass digits from the CO to the switch, incoming 
calls on that trunk group can connect to a hunt group only if the trunk 
group has the hunt-group extension as its primary destination. This 
includes trunk groups for incoming LDN calls, international exchange 
calls, 800 service calls, and automatic tie-trunk calls.
nAnswer supervision
The switch sends answer supervision to the central office when a call 
connects to an extension in the hunt group or an announcement. Charging 
for the call, if applicable, then begins. 
						

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Administrator’s Guide  555-233-506  Issue 1
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Features and technical reference 
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Interactions
nAttendant Call Waiting
Attendant Call Waiting does not work for calls that the attendant sends to a 
hunt group. It does work for calls to individual hunt-group members.
nAttendant Return Call
Attendant Return Call does not work for calls that the attendant sends to a 
hunt group.
nAutomatic Callback
Automatic Callback does not work on calls to a hunt group.
nAutomatic Call Distribution
ACD does not work with circular station hunting.
nCall Detail Recording
For each call, the system can record the associated hunt-group extension or 
member extension that answered.
nInternal Automatic Answer
Internal calls to a hunt-group member are eligible for IAA.
nLeave Word Calling
nA hunt group can receive and store LWC messages. The following people 
can retrieve LWC messages:
— One member of the hunt group
— A covering user of the group
— A system-wide message retriever
The message retriever must have a phone display and proper authorization. 
If the message retriever is a member of the hunt group, you can assign to 
that member a remote Automatic Message Waiting lamp to indicate when 
the hunt group has an LWC message.
Night Service — Hunt Group
When Night Service is active for a hunt group and the night service 
destination is another hunt group, the caller hears the forced announcement 
of the first hunt group, if administered. The system then redirects the call to 
the night-service hunt group.
nPriority Calling
The system treats a priority call to a hunt group the same as a nonpriority 
call, except that the extension receives a distinctive 3-burst ring. 
						

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Administrator’s Guide  555-233-506  Issue 1
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nQueuing
Queuing does not work with circular station hunting.
nTerminating Extension Group
A Terminating Extension Group cannot be a member of a hunt group.
nVe c t o r i n g
Call vectoring does not work with circular station hunting.
Related topics
Refer to ‘‘
Announcements/Audio Sources’’ on page 480 to assign analog, DS1, 
auxiliary trunk, or integrated announcements, audio/music sources, or any desired 
combination of announcements and audio sources.
Refer to ‘‘
Data modules’’ on page 558 for information about and field 
descriptions on the Announcement circuit pack.
Refer to ‘‘
Coverage Path’’ on page 551 for information on automatic redirection 
of calls to answering positions.
Refer to ‘‘
Trunk Group’’ on page 967 for information about where incoming calls 
terminate or assigning an extension number to night service.
Refer to ‘‘
Setting up hunt groups’’ on page 152 for information on how to set up 
hunt groups.
Incoming Call Line Identification
Your switch collects the calling party name and number (Incoming Call Line 
Identification, or ICLID) received from the central office (CO) on analog trunks.   
Detailed description
Your switch stores and displays up to 15 characters of ICLID information received 
on analog trunks. If the information  is longer than 15 characters, it truncates to 15 
characters.  If the caller ID information is not received, the trunk group name and 
trunk access code appear on the display.
Calling party information appears on all DEFINITY ECS digital phones with  
40-character or 32-character displays. In the US, the CO sends both calling party 
name and number, if they are available. In Japan, the CO sends only the calling 
party number.