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Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual

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    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1.1
    June 2000
    Features and technical reference 
    1377 Hospitality features 
    20
    Interactions
    nAttendant Console or Front Desk Terminal
    Activate Controlled Restriction, Check-In/Check-Out, and Message 
    Waiting Notification at an attendant console or a front-desk phone with 
    console permission. The attendant console receives visual notification of 
    the status of the PMS link between the system and the PMS.
    nAUDIX Interface
    Message lamps activated by this feature cannot deactivate with feature 
    buttons or with feature messages from the PMS.
    nAutomatic Wakeup
    Set or cancel an Automatic Wakeup request for a guest room as a result of 
    Room Change/Room Swap or Check-Out.
    nDo Not Disturb
    Set or cancel a Do Not Disturb request for a guest room as a result of a 
    different Controlled Restriction, Room Change/Room Swap, or 
    Check-Out.
    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 
    						
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    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.
    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 
    						
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    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.
    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. 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. 
    						
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    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.
    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 1382.
    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. 
    						
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    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. 
    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 382 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. 
    						
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    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 
    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. 
    						
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    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.
    NOTE:
    If an extension is an ACD split agent as well as a hunt-group member, 
    the split agent normally has an 
    AUX-WORK button that also 
    activates/deactivates Hunt Group Busy. If an agent is the last 
    available member and they push 
    AUX-WORK, 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 
    AUX-WORK 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. 
    						
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    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.
    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 
    AUX-WORK 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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    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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    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 494 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 572 for information about and field 
    descriptions on the Announcement circuit pack.
    Refer to ‘‘
    Coverage Path’’ on page 565 for information on automatic redirection 
    of calls to answering positions.
    Refer to ‘‘
    Trunk Group’’ on page 980 for information about where incoming calls 
    terminate or assigning an extension number to night service.
    Refer to ‘‘
    Setting up hunt groups’’ on page 164 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. 
    						
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