Lucent Technologies Enterprise Communications Server Release7 Manual

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Operating the Console 
25 Transferring Calls to Outside Numbers 
3
5. Select one of the following options:
nPress the RELEASE button as soon as the call starts to ring.
or
nAnnounce the call to the called party. 
— If the called party accepts the call, press the 
RELEASE button.
— If the called party declines to talk to the caller, press the 
SPLIT 
button to reconnect to the caller. 
Follow your company’s procedures for taking messages.
— Press the 
RELEASE button.
or
nIf the called party is busy or does not answer, press the CANCEL 
button to reconnect with the caller. 
nFollow your company’s procedures for taking messages.
nPress the RELEASE button.
Transferring Calls to Outside 
Numbers
You may receive calls that you need to transfer to outside calls from internal 
callers or you may need to transfer one outside call to another outside number. 
The process for both types of calls is the same.
To transfer a call to an outside number:
1. Press the lighted call appearance button.
2. Greet the caller.
3. Access an outgoing line by pressing an outside line button or by dialing an 
outside line access code (many companies use 9 to access an outside line).
4. Select one of the following options:
nPress the RELEASE button if the caller plans to complete the call.
or
nDial the desired party using the dialing keypad, then press the 
R
ELEASE button as soon the call starts to ring.
or
nAnnounce the call to the called party. 
— If the called party accepts the call, press the R
ELEASE button. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Operating the Console 
26 Placing Callers on Hold 
3
— If the called party declines to talk to the caller, press the SPLIT 
button to reconnect to the caller. 
Follow your company’s procedures for taking messages.
Press the R
ELEASE button.
or
nIf the called party is busy or does not answer, press the CANCEL 
button to reconnect with the caller. 
nFollow your company’s procedures for taking messages.
nPress the RELEASE button.
Exceptions:
Two conditions impact your ability to transfer callers to outside parties. You 
cannot transfer calls to outside parties if:
nAll outside lines are busy.
nThe caller does not have calling privileges for the outside line requested.
Placing Callers on Hold
You can place up to 6 calls on hold. You should place callers on hold if you cannot 
service them immediately, or if you need to get back to the caller with 
information.
To place a call on hold:
1. Press the lighted call appearance button.
2. Greet the caller.
3. Press the H
OLD button.
To reenter a call that is on hold:
1. Press the call appearance button that is on hold.
2. Talk to the party.
A single-party call that is on hold returns to the console automatically when it has 
been on hold for too long.
Connecting Two or More Callers
You can connect two or more parties with the attendant console. Connecting two 
or more callers is usually used for conference calls or to connect callers who 
cannot call each other. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Operating the Console 
27 Answering Emergency Calls 
3
To use connect two or more parties:
1. Call internal or external party number 1.
2. Press the S
TART button.
3. Call the internal or external party number 2.
4. Press the S
PLIT button. Both parties are connected.
5. Repeat steps 2 through 4 for additional parties.
6. Press the H
OLD button.
Answering Emergency Calls
You may need to manage communication for an emergency. You can process 
emergency calls in the same way as regular calls. However, the console alerts you 
of an emergency call with the following information:
nThe Emergency lamp flashes.
nThe siren-like emergency tone sounds.
nThe display identifies the calling party and shows EMERG.
Be sure to ask your system manager for the emergency procedures used in your 
company. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Operating the Console 
28 Answering Emergency Calls 
3 
						

							Using the Features 
29 Speeding Up the Console 
4
DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
4
Using the Features
You might find yourself working at an organization that requires you to know 
more than the standard operating procedures outlined in the previous chapter. For 
example, you may be the guardian of your company’s long distance calls.
This chapter covers features available at your console. You may not have every 
feature described in this chapter. To obtain a list of your company’s features and 
their associated access codes, check with your system manager.
Information for each feature discussed in this chapter includes a brief feature 
description, an example that illustrates the feature, the feature’s official name, and 
step-by-step procedures for using the feature. 
The examples in this chapter are based on a fictitious company, Widgets, Inc., that 
produces self-cleaning bathtubs. The console operator for Widgets, Inc., Pat, 
manages calls for this 500-employee company.
Speeding Up the Console
Your system manager can program features described in this section to save time 
in a fast-paced environment. Features in this section reduce the number of buttons 
you must press to complete an operation.
Using Auto Start
You can initiate a calling procedure by pressing any button on your dial keypad 
without pressing the 
START button. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
30 Speeding Up the Console 
4
Example
Phone calls to Widgets, Inc. exceed 300 per day. Pat scrambles constantly to meet 
the demands of incoming calls. The system manager, Kelly Ratliffe, programs 
Auto Start to save Pat precious seconds.
Feature Name
Auto Start
Procedures
Your system manager programs this feature into your console to occur 
automatically.
Speed Dialing
With speed dialing, you can dial a frequently-used number by entering a code or 
pressing a button. You can use it to:
nPlace local, long-distance, or international calls
nActivate features
nAccess computer equipment at another location
Example
Pat orders office supplies for the executive offices. She purchases all Widget, Inc. 
supplies from the same vendor. So, Pat asks the system manager Kelly Ratliffe to 
add the vendor’s number to the abbreviated dialing list. Kelly programs the new 
number and gives Pat the code assigned to the vendor’s number. Now, Pat dials 
*12 every time she wants to call the office supply vendor.
Feature Name
Abbreviated Dialing
Procedures
To use speed dialing:
1. Obtain an abbreviated dialing list from your system manager.
2. Press the code or button assigned by your system manager to reach a 
desired number. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
31 Handling Multiple-Party Calls 
4
Holding Calls Automatically
Your console automatically places a call on hold when you answer another call.
Example
Widgets, Inc. is conducting an infomercial on their self-cleaning bathtubs. Pat’s 
console is unusually busy. So, the system manager, Kelly Ratliffe, programs Pat’s 
console to place calls on hold automatically when Pat answers another call. Pat 
answers the first incoming call and asks the party to hold. Then she presses the 
CALL APPEARANCE button for the next incoming call, placing the first caller on 
hold.
Feature Name
Hold-Automatic
Procedures
Your system manager programs hold-automatic to work on all consoles in your 
system.
Handling Multiple-Party Calls
This section covers features associated with connecting 2 to 5 callers on one call. 
It includes connecting callers, parking callers, locking the console operator out of 
multi-party calls, accessing operators from a conference call, and paging system 
users to add them to an existing conference call.
Connecting Multiple Callers
You can connect up to five callers on a single call.
Example
Two bathtub distributors want identical contract upgrades with Widgets, Inc. 
Company president Randy Foxworthy commissions Pat to set up a conference call 
with him, two sales representatives, and the two distributors. Pat uses the 
procedures listed below to connect all five callers.
Feature Name
Attendant Conference 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
32 Handling Multiple-Party Calls 
4
Procedures
To place a conference call:
1. Call internal or external party number 1.
2. Press the 
START button.
3. Call the internal or external party number 2.
4. Press the 
SPLIT button. Both parties are connected.
5. Repeat steps 2 through 4 for additional parties.
6. Press the 
HOLD button.
Locking Out the Console Operator
Your system manager programs the console to prevent you from reentering a 
multi-party call that you initiated. Parties on these calls, however, can contact you.
Example
Widgets Inc. is undergoing a merger. Company president Randy Foxworthy 
requests numerous conference calls to discuss highly confidential information. To 
protect the confidentiality of the conversations, the system manager, Kelly 
Ratliffe, programs the console with Attendant Lockout. Because no one can enter 
the conference call, Randy can conduct his calls with guaranteed privacy.
Feature Name
Attendant Lockout
Procedures
Your system manager programs this feature into your console to work 
automatically. If you try to reenter the call, the Hold lamp for this call:
1. Flutters for 2 seconds
2. Returns to a solid, lighted state
Recalling the Console Operator
System users who are on multi-party calls that are held at the console can recall 
you for assistance. 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
33 Handling Multiple-Party Calls 
4
Example
Robert Planter, vice president of public relations, is on a conference call with 
musician, Larry Browning, and stand-up comedian, Cindy Wittner, to plan for a 
community fund-raising event. Robert wants Larry and Cindy to present their 
ideas to coworker Jay Winstead so Robert calls Pat to add Jay to the call.
Feature Name
Attendant Recall
Procedures
To recall the operator from multi-party calls from a phone with one line:
nPress the RECALL button.
or
nFlash the switch hook.
To recall the operator from multi-party calls from a phone with more than one 
line:
nPress the CONFERENCE button.
or
nPress the TRANSFER button.
Paging with Deluxe Voice Paging
This feature combines Call Park and Loudspeaker Paging features. With deluxe 
loudspeaker paging, you can page a system user to call the extension where their 
call is parked or have them call you. If the system user calls you, you can add 
them to an existing conference call.
You can page called parties in up to nine locations or use a single, designated 
access code or button to page the called party in all 9 locations at once. Your 
system manager designates codes for each paging zone by assigning:
nOutside line buttons (see Table 1 on page 6 or Table 2 on page 7 for more 
information) to function as paging buttons
or
nA sequence of numbers on your dial keypad that serves as the paging 
access code 
						

							DEFINITY® Enterprise Communications Server Release 7
Console Operations  555-230-700  Issue 4
June 1999
Using the Features 
34 Answering Calls for Another Party 
4
Example
Robert Planter, vice president of public relations, is on a conference call with 
musician, Larry Browning, and stand-up comedian, Cindy Wittner, to plan for an 
upcoming community fund-raising event. Robert wants Larry and Cindy to 
present their ideas to executive vice president Cathi Henrique. Pat pages Cathi. 
When Cathi answers her page, Pat adds her to the existing conference call.
Feature Name
Loudspeaker Paging Access — Deluxe
Procedures
To page individuals:
1. Tell the caller that you are going to page the called party.
2. Press one of the following:
nPAGE 1 through PAGE 9 
nPAGE ALL, if provided
nKeypad buttons to dial an access code
3. Page the called party, telling them which extension to call to get their call.
If you plan to connect the paged party to an existing conference call:
1. Tell them to call your extension.
2. Press the line where the conference call resides.
3. Press the 
SPLIT button.
4. Press the 
HOLD button.
Unanswered pages return to you for further assistance. If the allotted time for 
paging announcements expires during the page, the call disconnects and you hear 
an intercept tone (alternating high-low, siren-like tone or fast busy tone).
Answering Calls for Another Party
This section covers ways to answer calls from your phone when they ring to a 
different phone. It includes features that your system manager sets up to operate 
automatically and features that you must set up each time you use them.