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
Handling incoming calls 
147 Adding call pickup 
7
Creating pickup groups
A pickup group is a list of phones where each member of the group can answer 
another member’s calls. For example, if you want everyone in the payroll 
department to be able to answer calls to any payroll extension (in case someone is 
away from their desk), create a pickup group that contains all of the payroll 
extensions. Members of a pickup group should be located in the same area so that 
they can hear when the other extensions in the group ring.
Note that each extension may belong to only one pickup group. Also, the 
maximum number of pickup groups may be limited by your system configuration.
To create a pickup group:
1. Type 
add pickup-group next and press RETURN.
The Pickup Group
 screen appears. The system selects the next Group 
Number for the new pickup group.
2. Enter the extension of each group member.
Up to 50 extensions can belong to one group. 
3. Press 
ENTER to save your new group list.
The system automatically completes the name field when you press 
ENTER 
to save your changes.
Once you define a pickup group, you can assign call-pickup buttons for each 
phone in the group or you can give each member the call-pickup feature-access 
code. Use the Station screen to assign call-pickup buttons.
To allow users to answer calls that are not in their pickup group, you may be able 
to use Directed Call Pickup.
 PICKUP GROUP
                        Group Number: _____
GROUP MEMBER ASSIGNMENTS
    Ext     Name                      Ext     Name
 1: _____                         14: _____ 
 2: _____                         15: _____ 
 3: _____                         16: _____ 
 4: _____                         17: _____ 
 5: _____                         18: _____ 
 6: _____                         19: _____ 
 7: _____                         20: _____ 
 8: _____                         21: _____ 
 9: _____                         22: _____ 
10: _____                         23: _____ 
11: _____                         24: _____ 
12: _____                         25: _____ 
13: _____  
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
148 Adding call pickup 
7
Setting up directed call pickup
To set up a phone so that the user can pick up calls with Directed Call Pickup, you 
need to determine if directed call pickup is enabled on your system and make sure 
that the user’s phone has a COR that allows directed call pickup.
To determine if Directed Call Pickup is enabled on your system:
1. Type 
change system-parameters features and press RETURN.
The Feature-Related System Parameters
 screen appears.
2. Move to the Directed Call Pickup? field and enter 
Y.
3. Press 
ENTER to save the changes.
Now let’s modify extension 4444 to allow directed call pickup. For this example, 
assume that the Can Use Directed Call Pickup field for COR 5 is set to Y.
1. Type 
change station 4444 and press RETURN.
The Station
 screen appears.
2. In the COR field, enter 
5.
3. Press 
ENTER to save your changes.
Setting up “simple” extended group pickup
Let’s add a pickup group to an existing extended group where all members of the 
extended group pick up each other’s calls. We will add pickup group 6 to the 
existing extended group 56.
To create a simple extended pickup group:
1. Type 
change system-parameters features and press RETURN.
The Feature-Related System Parameters
 screen appears.
2. In the Extended Group Call Pickup field, type 
simple.
Permits feature access codes to be administered.
3. Press 
ENTER to save your changes.
4. Type 
change feature-access-codes and press RETURN.
The Feature Access Code
 screen appears.
5. In the Extended Group Call Pickup Access Code field, type the desired 
FAC .
Refer to the dial plan to enter the correct sequence and number of digits.
6. Press 
ENTER to save your changes. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
149 Adding call pickup 
7
7. Type add pickup-group next and press RETURN.
The Pickup Group
 screen appears.
8. Enter the primary extensions of the users desired in the pickup group. 
Administer all the pickup groups that will be grouped together in the same 
extended pickup group.
9. Type 
change extended-pickup-group n and press RETURN, where n is the 
number of the extended pickup group to change.
The Extended Pickup Group
 screen appears.
change pickup-group 1 Page   1 of   2
PICKUP GROUP
Group Number: 1 Extended Group Number: ____
GROUP MEMBER ASSIGNMENTS
    Ext     Name                             Ext     Name
 1: 51001    station  51001   14: 51002    station  51002
 2:                                    15:
 3:                                    16:
 4:                                    17:
 5:                                    18:
 6:                                    19:
 7:                                    20:
 8:                                    21:
 9:                                    22:
10:                                    23:
11:                                    24:
12:                                    25:
13: 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
150 Adding call pickup 
7
10. In the Pickup Group Number column, enter the pickup group number of the 
pickup groups that belong to the extended group being administered.
The Pickup Number associated with the entered Pickup Group Number is 
the number users will enter following the FAC when pickup group. In the 
above listed example, a user in Pickup Group 2 will enter “0” following the 
FAC to pick up a call from pickup group 345.
To minimize the number of digits entered by users, the Pickup Numbers 
should be the lowest available Pickup Numbers.
11. Press 
ENTER to save your changes.
Setting up “flexible” extended group pickup
To create a flexible extended pickup group:
1. Type 
change system-parameters features and press RETURN.
The Feature-Related System Parameters
 screen appears.
2. In the Extended Group Call Pickup field, type 
flexible.
3. Press 
ENTER to save your changes.
4. Type 
change feature-access-codes and press RETURN.
The Feature Access Code
 screen appears.
change extended-pickup-group 1 Page   1 of   2
EXTENDED PICKUP GROUP
Extended Group Number: 56
Pickup Pickup Group  Pickup Pickup Group
Number Number  Number Number
0: 345 13: _____
 1:  25 14:  _____
 2:   2  15:  _____
 3: _____  16: _____
 4: _____  17: _____
 5: _____  18: _____
 6: _____  19: _____
 7: _____  20: _____
 8: _____  21: _____
 9: _____  22: _____
10: _____  23: _____
11: _____  24: _____
12: _____  25: _____
13: 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
151 Adding call pickup 
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5. In the Extended Group Call Pickup Access Code field, type the desired 
FAC .
Refer to the dial plan to enter the correct sequence and number of digits.
6. Press 
ENTER to save your changes.
7. Type 
add pickup-group next and press RETURN.
The Pickup Group
 screen appears.
8. In the Extended Group Number field, type the number of the extended 
pickup group that can answer calls to this group.
For each administered pickup group, indicate an extended group by 
entering the extended pickup group number. This extended pickup group 
number identifies the other pickup groups that can have calls picked up by 
the pickup group.
9. Add extended members as for other pickup features.
10. Type 
change extended-pickup-group n and press RETURN, where n is the 
number of the extended pickup group to change.
The Extended Pickup Group
 screen appears.
11. In the Pickup Group Number column, type the pickup group numbers of 
the pickup group that can answer each others calls.
This screen groups together the pickup groups that can have their calls 
picked up by the pickup groups with identical extended pickup group 
numbers. The pickup groups numbers are listed using the lowest available 
change extended-pickup-group 1 Page   1 of   2
EXTENDED PICKUP GROUP
Extended Group Number: 56
Pickup Pickup Group  Pickup Pickup Group
Number Number  Number Number
0: 345 13: _____
 1:  25 14:  _____
 2:   2  15:  _____
 3: _____  16: _____
 4: _____  17: _____
 5: _____  18: _____
 6: _____  19: _____
 7: _____  20: _____
 8: _____  21: _____
 9: _____  22: _____
10: _____  23: _____
11: _____  24: _____
12: _____  25: _____
13: 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
152 Managing hunt groups 
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Pickup Numbers. A unique “Extended Pickup Group number can be 
assigned to each pickup group on this screen. The entries in the Extended 
Group are the groups that can have calls picked up by the group with the 
matching Extended Group number in the Pick Group screen. Thus, a 
particular group’s calls may be picked up by members of many extended 
pickup groups.
NOTE:
On the Feature-Related System Parameters screen, if the Extended 
Group Call Pickup field is 
flexible, you can administer a pickup 
group in multiple extended pickup groups.
12. Press 
ENTER to save your changes.
Managing hunt groups
This section shows you how to set up hunt groups. It explains how calls to a hunt 
group are handled and shows you different call distribution methods.
What are hunt groups?
A hunt group is a group of extensions that receive calls according to the call 
distribution method you choose. When a call is made to a certain phone number, 
the system connects the call to an extension in the group.
Use hunt groups when you want more than one person to be able to answer calls to 
the same number. For example, set up a hunt group for:
na benefits department within your company
na travel reservations service
Setting up hunt groups
Let’s set up a hunt group for an internal helpline. Before making changes to the 
switch, we’ll decide:
nthe phone number for the hunt group
nthe number of people answering calls
nthe way calls are answered
Our dial plan allows 4-digit internal numbers that begin with 1. The number 1200 
is not in use. So, we’ll set up a helpline hunt group so anyone within the company 
can call extension 1200 for help with a phone. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
153 Managing hunt groups 
7
We will assign 3 people (agents) and their extensions to our helpline. We want 
calls to go to the first available person.
Instructions
To set up our helpline hunt group:
1. Type 
add hunt-group next and press RETURN.
The Hunt Group
 screen appears. The Group Number field is automatically 
filled in with the next hunt group number.
2. In the Group Name field, type the name of the group.
In our example, type 
internal helpline.
3. In the Group Extension field, type the phone number.
We’ll type 
1200.
4. In the Group Type field, type the code for the call distribution method you 
choose.
We’ll type 
ucd-loa so a call goes to the agent with the lowest percentage of 
work time since login.
NOTE:
The COS for all hunt groups defaults to 1. Therefore, any changes to 
COS 1 on the Class of Service screen changes the COS for all your 
hunt groups. A 
COS field does not appear on the Hunt Group screen.
5. Press 
NEXT PAGE to find the Group Member Assignments page.
Page 1 of X
HUNT GROUP
Group Name: internal helpline
Group Number: 5 Group Extension: 1200 Group Type: ucd-loa
MM Early Answer? _  Skill? _  ACD? 
Queue? _  Vector? _  AAS? _
Security Code: ____ COR: 
ISDN Caller Disp: ________ TN: _
Measured: ________  Supervisor: Extension: ____
Controlling Adjunct: ____
Multiple Call Handling: __________ 
Objective: ____
Queue Length: ___
Calls Warning Threshold: ___ Calls Warning Port: __
Time Warning Threshold: ___ Time Warning Port: __
Redirect on No Answer (rings): _  Redirect to VDN: _
Forced Entry of Stroke Counts or Call Work Codes? _ 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
154 Managing hunt groups 
7
6. In the Ext field, type the extensions of the agents you want in the hunt 
group.
We’ll type 
1011, 1012, and 1013.
Tip:
For a ddc group type (also known as “hot seat” selection), the call is 
sent to the extension listed in the first Ext field. The system uses this 
screen to determine the hunting sequence.
7. Press 
ENTER to save your changes.
The Name fields are display-only and do not appear until the next time you 
access this hunt group.
Related topics
Refer to ‘‘
Hunt Group’’ on page 696 for more information on an ACD and 
non-ACD hunt group.
Changing a hunt group
To make changes to a hunt group:
1. Type 
change hunt-group n and press RETURN, where n is the number of 
the hunt group.
2. Change the necessary fields.
3. Press 
ENTER to save your changes.
 HUNT GROUP
          Group Number: 5 Group Extension: 1200  Group Type: ucd-loa
  Member Range Allowed: 1  Administered Members (min/max): 1  /9
                                             Total Administered Members: 3
GROUP MEMBER ASSIGNMENTS
     Ext     Name                           Ext     Name
  1: 1011    14:
  2: 1012  15:
  3: 1013  16:
  4:  17:
  5:  18:
  6:  19:
  7:  20:
  8:  21:
  9:                                    22:
 10:                                    23:
 11:                                    24:
 12:                                    25:
 13:                                    26:
                                        27:
  At End of Member List 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
155 Managing hunt groups 
7
Setting up a queue
You can tell your switch how to handle a hunt-group call when it cannot be 
answered right away. The call waits in a “queue.”
Let’s tell the switch that up to 10 calls can wait in the queue, but that you want to 
be notified if a call waits for more than 30 seconds.
You also want the switch to send a warning when 5 or more calls are waiting in the 
queue. This warning flashes queue-status buttons on phones that have a status 
button for this hunt group. When the buttons flash, everyone answering these calls 
can see that the help-line calls need more attention.
Instructions
To set up our helpline queue:
1. Type 
change hunt-group n and press RETURN, where n is the number of 
the hunt group to change.
In our example, type 
change hunt-group 5. The Hunt Group screen 
appears.
2. In the Queue field, type 
y.
3. In the Queue Length field, type the maximum number of calls that you 
want to wait in the queue.
In our example, type 
10.
Page 1 of X
HUNT GROUP
Group Name: internal helpline
Group Number: 5 Group Extension: 1200 Group Type: ucd-loa
MM Early Answer? _  Skill? _  ACD? 
Queue? y Vector? _  AAS? _
Security Code: ____ COR: 
ISDN Caller Disp: ________ TN: _
Measured: ________  Supervisor: Extension: ____
Controlling Adjunct: ____
Multiple Call Handling: __________ 
Objective: ____
Queue Length: 10
Calls Warning Threshold: 5 Calls Warning Port: __
Time Warning Threshold: 30 Time Warning Port: __
Redirect on No Answer (rings): _  Redirect to VDN: _
Forced Entry of Stroke Counts or Call Work Codes? _ 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
156 Managing hunt groups 
7
4. In the Calls Waiting Threshold field, type the maximum number of calls 
that can be in the queue before the system flashes the queue status buttons.
In our example, type 
5.
5. In the Time Warning Threshold field, type the maximum number of 
seconds you want a call to wait in the queue before the system flashes the 
queue status buttons.
In our example, type 
30.
6. Press 
ENTER to save your changes.
Adding hunt group announcements
You can add recorded announcements to a hunt group queue. Use announcements 
to encourage callers to stay on the line or to provide callers with information. You 
can define how long a call remains in the queue before the caller hears an 
announcement.
Refer to ‘‘
Recording announcements’’ on page 368 for information on how to 
record an announcement.
Let’s add an announcement to our internal helpline. We want the caller to hear an 
announcement after 20 seconds in the queue, or after approximately 4 or 5 rings. 
Our announcement is already recorded and assigned to extension 1234.
Tip:
You can use display announcements to find the extensions of your 
recorded announcements.
Instructions
To add an announcement to our helpline queue:
1. Type 
change hunt-group n and press RETURN, where n is the number of 
the hunt group to change.
In our example, type 
change hunt-group 5.
The Hunt Group
 screen appears. 
2. Press 
NEXT PAGE to find the First Announcement Extension field.