Lucent Technologies Enterprise Communications Server Release7 Manual

							555-230-700
Comcode 108383837
Issue 4
June 1999
DEFINITY®
Enterprise Communications Server
Release 7
Console Operations 
						

							Copyright Ó 1999, Lucent Technologies
All Rights Reserved
Printed in U.S.A.
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.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunications system 
by an unauthorized party, for example, persons other than your com-
pany’s employees, agents, subcontractors, or persons working on your 
company’s behalf. Note that there may be a risk of toll fraud associated 
with your telecommunications system and, if toll fraud occurs, it can 
result in substantial additional charges for your telecommunications 
services.
You and your system manager are responsible for the security of your 
system, such as programming and configuring your equipment to pre-
vent unauthorized use. The system manager is also responsible for 
reading all installation, instruction, and system administration docu-
ments provided with this product in order to fully understand the fea-
tures that can introduce risk of toll fraud and the steps that can be taken 
to reduce that risk. Lucent Technologies does not warrant that this 
product is immune from or will prevent unauthorized use of com-
mon-carrier telecommunication services or facilities accessed through 
or connected to it. Lucent Technologies will not be responsible for any 
charges that result from such unauthorized use.
Lucent Technologies Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need 
technical support or assistance, call Technical Service Center Toll 
Fraud Intervention Hotline at 1 800 643-2353.
Federal Communications Commission Statement
Part 15: Class A Statement. This equipment has been tested and 
found to comply with the limits for a Class A digital device, pursuant 
to Part 15 of the FCC Rules. These limits are designed to provide rea-
sonable protection against harmful interference when the equipment is 
operated in a commercial environment. This equipment generates, 
uses, and can radiate radio-frequency energy and, if not installed and 
used in accordance with the instructions, may cause harmful interfer-
ence to radio communications. Operation of this equipment in a resi-
dential area is likely to cause harmful interference, in which case the 
user will be required to correct the interference at his own expense.
Part 68: Network Registration Number. This equipment is registered 
with the FCC in accordance with Part 68 of the FCC Rules. It is identi-
fied by FCC registration number AS593M-13283-MF-E. Refer to 
“Federal Communications Commission Statement” in “About This 
Book” for more information regarding Part 68.
Canadian Department of Communications (DOC)
Interference Information
This digital apparatus does not exceed the Class A limits for radio 
noise emissions set out in the radio interference regulations of the 
Canadian Department of Communications.
Le Présent Appareil Nom
érique n’émet pas de bruits radio
électriques 
d
épassant les limites applicables aux appareils num
ériques de la class 
A pr
éscrites dans le reglement sur le brouillage radio
électrique 
édict
é 
par le minist
ére des Communications du Canada.
Trademarks
DEFINITY is a registered trademark of Lucent Technologies.Ordering Information
Call: Lucent Technologies BCS Publications Center
Voice 1 800 457-1235   International Voice 317 322-6416
Fax 1 800 457-1764      International Fax 317 322-6699
Write: Lucent Technologies BCS Publications Center
2855 N. Franklin Road
Indianapolis, IN 46219
Order: Document No. 555-230-700
Comcode 108383837
Issue 4, June 1999
For additional documents, refer to the “Introduction.” 
You can be placed on a standing order list for this and other documents 
you may need. Standing order will enable you to automatically receive 
updated versions of individual documents or document sets, billed to 
account information that you provide. For more information on stand-
ing orders, or to be put on a list to receive future issues of this docu-
ment, contact the Lucent Technologies Publications Center.
European Union Declaration of Conformity
The “CE” mark affixed to the DEFINITY® equipment described in 
this book indicates that the equipment conforms to the following Euro-
pean Union (EU) Directives:
• Electromagnetic Compatibility (89/336/EEC)
• Low Voltage (73/23/EEC)
• Telecommunications Terminal Equipment (TTE) i-CTR3 BRI 
and i-CTR4 PRI
For more information on standards compliance, contact your local dis-
tributor.
Comments
To comment on this document, return the comment card at the front of 
the document.
Acknowledgment
This document was prepared by Product Documentation Development, 
Lucent Technologies, Denver, CO. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Contents 
iii  
Contents
Contents iii
1 Introduction 1
nConventions Used in This Document2
nSecurity Measures2
2 Understanding the Console Layout 5
nPhysical Layout of Your Console5
Outside-Lines Buttons Area7
Call Appearance Buttons8
Dialing Keypad9
Features11
The Display12
Displaying in Normal Mode14
Ringer-Volume Control Area18
Selector Console19
Tones Heard Through Handset or Headset21
3 Operating the Console 23
nActivating the Console24
nDeactivating the Console24
nTransferring Calls to Internal Extensions24
nTransferring Calls to Outside Numbers25
nPlacing Callers on Hold26
nConnecting Two or More Callers26
nAnswering Emergency Calls27
4 Using the Features 29
nSpeeding Up the Console29
Using Auto Start29
Speed Dialing30
Holding Calls Automatically31
nHandling Multiple-Party Calls31
Connecting Multiple Callers31
Locking Out the Console Operator32
Recalling the Console Operator32
Paging with Deluxe Voice Paging33 
						

							DEFINITY® Enterprise Communications Server Release 7
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Contents 
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nAnswering Calls for Another Party34
Backing Up the Console Operator35
Routing Calls Through the Console Operator35
Covering Calls from the Console35
Forwarding All Calls36
Parking Calls37
nPaging for Called Parties38
Parking Calls38
Chime Paging39
Paging with Voice Paging41
Paging with Deluxe Voice Paging42
nAssisting Callers with Special Tools43
Using Call Waiting43
Split-Swap44
Interrupting a Call45
Overriding Diversion Features46
Emergency Notification to Digital Telephones46
Providing Emergency Notification to the Operator48
Providing Emergency Access to the Operator48
Placing a Series of Calls49
nManaging Outside Lines50
Controlling Access to Outside Lines50
Displaying Outside Line Information51
Choosing Outside Lines52
nUsing Features for Internal Use52
Restricting Calls52
Activating Don’t Split54
Testing Phone System Components55
Accessing Individual Console Operators55
Using the Internal Directory56
Assigning Main Console Operators57
Leaving Messages57
Retrieving Messages58
Using Night Service59
Routing Calls Economically60 
						

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Contents 
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Using Visually Impaired Attendant Service63
5 Centralized Attendant Service 65
nIdentifying Differences 
in a CAS Environment65
Using CAS-Associated Tones66
Using a CAS Display66
Using CAS Operating Procedures67
Transferring CAS Calls67
Placing Calls on Remote Hold68
Using CAS Backup Service68
Using CAS Night Service Operations68
6 Routine Maintenance 71
nTesting the Console71
nCleaning Your Console72
nCommercial Power Failure72
GL Glossary and Abbreviations 73
IN Index 79 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Contents 
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							Introduction 
1  
1
DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
1
Introduction
If you are a console operator, this book is for you! It is designed to show you the 
physical layout of your computer, how to perform standard and specialty 
functions, and how to maintain and clean your console. It also provides 
information specific to operating your console in a Centralized Attendant Service 
(CAS) environment.
NOTE:
This guide does not cover operations associated with Hospitality Services 
and Automatic Call Distribution (ACD). Information on these groups of 
features can be found in the following documents:
nDEFINITY Enterprise Communications Server and GuestWorks 
Release 7 — Hospitality Operations, Issue 5, 555-230-723
nDEFINITY Enterprise Communications Server Generic 1, Generic 
3, and System 75 — Automatic Call Distribution (ACD) Agent 
Instructions, Issue 5, 555-230-722
nDEFINITY Enterprise Communications Server Generic 1, Generic 
3, and System 75 — Automatic Call Distribution (ACD) Supervisor 
Instructions, Issue 4, 555-230-724
nDEFINITY Enterprise Communications Server Release 7 — 
Console Operations Quick Reference, Issue 3, 555-230-890
The rest of this book includes:
nChapter 2, ‘‘Understanding the Console Layout’’ describes and illustrates 
the basic and enhanced versions of the two console models. It also 
describes information that appears on the console’s display and tones heard 
at the console. 
						

							DEFINITY® Enterprise Communications Server Release 7
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Introduction 
2 Conventions Used in This Document 
1
nChapter 3, ‘‘Operating the Console’’ contains step-by-step instructions for 
placing calls, transferring calls, placing callers on hold, placing conference 
calls, and handling emergency calls.
nChapter 4, ‘‘Using the Features’’ describes of features associated with the 
console and provides step-by-step instructions where applicable.
nChapter 5, ‘‘Centralized Attendant Service’’ describes CAS operations for 
handling CAS calls, CAS night service, and CAS backup procedures.
nChapter 6, ‘‘Routine Maintenance’’ describes routine procedure for testing 
the console, cleaning the console; also contains information for handling 
the console after a commercial power failure.
nGlossary and Abbreviations provides an alphabetical listing and brief 
definitions of words and terms used with the attendant console and 
communications systems.
nIndex provides an alphabetical listing of the information within this guide. 
For ease of use, all key words within a title or term are listed.
Conventions Used in This Document
nConsole buttons are shown as: CANCEL
nConsole lamps are shown as: Attd
nAlphanumeric displays appear as: 
Security Measures
For detailed information on securing your systems from unauthorized use please 
refer to BCS Products Security Handbook. This document addresses security 
issues related to consoles including: 
nProcedures for console operators when they receive hangup or silence calls
nPhysical security
nClass of service
nFacility restriction levels and alternate facility restriction levels
nConsole operator-controlled phones
a= TOM BROWN 3062 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Introduction 
3 Security Measures 
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nRerouting calls to console operators
nChanging barrier codes
nSending calls to console operators
nConsole operator-controlled remote access
nSending reports to console operators 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Introduction 
4 Security Measures 
1