Nitsuko Digital System Feature And Terminal Programming Manual

							Paging
An attendant cannot receive a Page announcement.
Personal Greeting
The attendant cannot record a Personal Greeting.  Also, an extension user should not have Personal Greet-
ing automatically Call Forward to an attendant.
Prime Line Selection
Prime Line Selection does not apply to an attendant in the headset mode.
Ringing Line Preference
Intercom calls to an attendant follow Ringing Line Preference programming.
Station Message Detail Recording / System Identification / Traffic Management Reporting
The attendant may change the baud rates for the serial port.  See page 283.
Tenant Service
Tenants can share the same Attendant Position.
Toll Restriction
An extension in a tenant group can have night mode restriction (e.g., CP- Allow Only Intercom Calls at
Night [BY0:2] is 1). The restriction takes effect when the extension’s operator activates Night Answer.
Transfer
Calls transferred to an attendant do not recall the extension that initially transferred the call.  The call
also never diverts to extensions with ring and access for the trunk.
Feature Operation
To call an attendant:
1. Lift handset.
If you have an ESL set, skip to step 3.
2. Press ICM
Listen for: Dial tone
3. Dial attendant code.
You can dial:
0 (for your operator) or 01 for main attendant
02-04 for attendants 2, 3 and 4
Attendant’s extension number
Listen for: Ringing
In a multiple attendant system, the system waits four seconds for a second digit.  Your call then
goes through to the main operator.
Features: Introduction - Direct Trunk Access
ATTENDANT POSITIONS
30   FEATURESN1870SWG04   Issue 1-0 
						

							AUTOMATIC CALL DISTRIBUTION
Description
Automatic Call Distribution (ACD) uniformly distributes incoming calls among members of a programmed
ACD group.  Each ACD group consists of member extensions, called agents, and a master number.  When a call
rings the master number, the system automatically routes the call to the agent that has been idle (on hook) the
longest.  The call can be a transferred call or Intercom call to the master number.  ACD obsoletes the need to
have a receptionist or attendant screen and route calls to group members.
Supervisor Functions
Each ACD group can have a supervisor extension.  The supervisor must have a display telephone with a DSS
Console. This lets the supervisor monitor the status of the ACD group and each agent extension.  When all ACD
agents are busy, the supervisor’s display shows:
1
•The number of calls waiting
•The trunk or extension that has been waiting the longest (this is the next extension/trunk in the ACD
queue)
•How long the trunk or extension has been waiting
The supervisor can also take agent extensions in and out of service as traffic into the ACD group changes.  ACD
agents can also remove and reinstall their own extensions.  However, the supervisor can always reinstall an ex-
tension if it was removed by an agent.
The supervisor’s DSS Console should have a Hotline key for each ACD agent.  This shows at a glance the status
of each agent.
When DSS key is...Agent is...
Off Idle
On Busy
Flashing Removed from service
DND Flash In Do Not Disturb
Optionally, the supervisor’s DSS Console can have a Hotline key for the ACD master number.  This shows the
status of the entire ACD group.  When all ACD agents are busy, the key for the ACD master number lights.  As
soon as an agent becomes free, the DSS key for the ACD master number goes out.
The ACD supervisor displays require an AUX Module.  If the system doesn’t have an AUX module, the supervi-
sor’s display does not show how long a call has been waiting for an available agent.
All Agents Busy Announcement
Available in Software Levels:
BaseAUX 
N/A
> 
02.10
Callers into the ACD group can optionally hear an All Agents Busy announcement.  This announcement occurs
when all ACD agents are busy and the system automatically queues the call for a free agent.  The announcement
is a one-time message only.  The system processes the queued calls on a first-in, first-out basis.  The supervisors
and attendant can customize the All Agents Busy announcement, if desired.  The announcement cannot exceed
16 seconds.  The system provides one All Agents Busy announcement, shared by all ACD groups.
Features: Introduction - Direct Trunk Access
AUTOMATIC CALL DISTRIBUTION
N1870SWG04   Issue 1-0FEATURES   31
1Also see the Alphanumeric Display feature. 
						

							The system can have any number of ACD groups, with any number of agents within each group.  An agent can
only be a member of one ACD group.
The ACD busy announcement requires a VMU with AUX Module 
>02.10.
Conditions 
The maximum call waiting time that displays on the supervisor’s extension is 4:15 (four minutes, 15 seconds).
Default Configuration
No ACD Groups programmed.
Note:
For a less enhanced feature similar to ACD, refer to Uniform Call Distribution Hunting (UCD) on page 111.
Programming
Required Programming
➣CP- ACD Supervisor Keyset (BY2:6)
Set the Supervisor Keyset bit for the supervisor’s extension. [1=enabled, 0=disabled]
➣E- Extensions, E2- Extension Circuit Type 
Program the master extension number with type X (uninstalled).  The master extension must be a port
that has no phone connected to it.
➣E- Extensions, E3- Extension Class of Service
Assign a unique COS with BY2:6 set for the supervisor’s extension.
➣E- Extensions, E5- Hunt Type 
Assign hunt type 06 to:
•Each member agent in the ACD group.
•The ACD group master extension.
Make sure the supervisor extension has hunt type 00.  The supervisor should never be an ACD group
member.
➣E- Extensions, EA- UCD Group Master Extension Number
Assign the master extension number to:
•Each member agent
•The supervisor extension
•The ACD group master extension
➣FC1- Reset System Queues
Reset system queues after initial ACD programming.
Other Programming
➣E- Extensions, E4- Next Extension in Hunt Group
For the master ACD number, designate an extension or another ACD group as the overflow destination.
The overflow cannot be an ACD supervisor. With no overflow, Camp-On is indefinite.  Also, enter 300
for this option for all group members.
➣QT- System Timers, Camp-On Time
Enter the interval a call to a busy ACD group should Camp-On before routing to the overflow extension.
[0-970 seconds]
➣QT- System Timers, Number of Rings Before Recall
Set how long a call rings an extension in an ACD group before ringing the next group member.
[3-15 rings]
Features: Introduction - Direct Trunk Access
AUTOMATIC CALL DISTRIBUTION
32   FEATURESN1870SWG04   Issue 1-0 
						

							➣KD- Programming Keys for DSS Consoles 
Program the supervisor’s DSS Console to have a Hotline key for each agent and the ACD master num-
ber.  This automatically makes the console’s E9 assignment the supervisor.
[Choose key #, enter hotline extension #]
Related Features
Call Coverage Keys / Hotline
A Call Coverage or Hotline key for the ACD master extension provides an ACD group BLF and simpli-
fied Transfer.  Call Coverage activates when all group members are busy.  This option requires an AUX
Module.
Call Forwarding
If an extension is in an ACD Group, forwarding calls at that extension disrupts normal ACD operation.
An extension user can, however, forward calls to an ACD master number.
Central Office Calls, Answering
DILs to an ACD group ring extensions in the group directly.
Direct Inward Line (DIL)
Trunks terminated to the ACD group master number ring the group directly.
Direct Inward System Access (DISA)
To allow the DISA caller to record the ACD message, enable the following in the DISA trunk’s COS:
•Call Forwarding (BY0:6=0)
•ACD Supervisor (BY2:6=1)
Direct Station Selection, DSS Console
A DSS Console can have a Hotline key to an ACD/UCD master number.  The key lights when the entire
ACD/UCD group is busy.  This also simplifies Transfer into the group.  Additionally, the ACD supervi-
sor should have a DSS Console.
Do Not Disturb
Putting an extension in Do Not Disturb temporarily removes it from it’s ACD group.
Extension Hunting
A terminal hunt can route to an ACD master number.
Group Ring (Ring Groups)
Ring Group calls do not activate ACD or hunting.
Hold
Available in Software Levels:
BaseAUX 
> 
02.00
> 
02.10
If an ACD Agent has a headset installed and programmed, they hear silence when they place a call on
Hold.  This makes call processing more pleasant.  In previous software versions, the agent with a headset
heard dial tone when they put a call on Hold.
Operator Assistance (OPA)
An ACD supervisor can also record the OPA messages.
System Reports, Diagnostics and Maintenance Utilities
The system reports provide data on ACD group agent and incoming call activity.  The reports also show
details on calls received while all agents were busy.
Traffic Management Reporting
If an ACD caller hangs up while listening to the ACD all agents busy announcement, the call is not
logged in the TMS report as Aborted.
Transfer
Any user can Transfer a call to the ACD master number.
Any user on a Base 
> 02.00/Aux 02.10 can transfer a call to an ACD agent.  If the agent doesn’t pick up
the call, it recalls the extension that initially transferred it.  It will not follow the agents hunting as in pre-
vious software versions. 
Voice Module Unit (VMU)
An ACD supervisor can also record the VMU messages.
Features: Introduction - Direct Trunk Access
AUTOMATIC CALL DISTRIBUTION
N1870SWG04   Issue 1-0FEATURES   33 
						

							Feature Operation
To remove or install a member agent (from the supervisor’s extension):
1. Lift handset.
2. Press ICM
Listen for: Dial tone
3. Press PGM#.
Listen for: Dial tone stops
4. Press DSS Console key for agent you want to change.
5. Dial 7 to remove an agent; 4 to install.
6. Hang up.
To remove or install yourself as an agent (from your agent extension):
1. Lift handset.
2. Press ICM
Listen for: Dial tone
3. Dial 6 to remove yourself as an agent; 4 to install.
Listen for: Dial tone stops
4. Press PGM# and hang up.
To record the ACD All Agents Busy announcement (from a supervisor or attendant extension):
1. Lift handset.
2. Press ICM
Listen for: Dial tone
3. Press PGM#.
Listen for: Dial tone stops
4. Dial 686.
Listen for: Voice message, Please start recording.
5. Record message when you hear the tone.
6. Hang up when you are done.
To erase the ACD All Agents Busy announcement (from your attendant or ACD Supervisor extension):
This also erases all the system’s Operator Assistance messages and Personal Greetings.
1. Lift handset.
2. Press ICM.
Listen for: Dial tone
3. Press PGM#.
Listen for: Dial tone stops
4. Dial 68.
5. Press PGM#.
Listen for: Dial tone
6.
-Press 9 to delete the announcement.
OR
-Press 4 to abort the procedure and leave the announcement unchanged.
Features: Introduction - Direct Trunk Access
AUTOMATIC CALL DISTRIBUTION
34   FEATURESN1870SWG04   Issue 1-0 
						

							AUTOMATIC FAULT REPORTING/REMOTE MAINTENANCE
Description
The system constantly monitors the status of extensions and trunks, and automatically reports faults if they oc-
cur.  Automatic Fault Reporting provides alarm indications at the attendant’s extension.
The system constantly monitors the status of extensions, trunks and the expansion CEU.  It does not monitor or
report on the status of individual modules.
Attendant’s Alarm Indications
There are three categories of alarms displayed on the attendant’s extension: major alarms, minor alarms and ma-
jor/minor alarms.
1  The system reports a minor alarm if an extension or trunk fails.  The system reports a major
alarm if an extension or trunk module fails.  Major/minor alarms include both major and minor alarms.
After viewing the alarms, the attendant can selectively remove extensions or trunks from service.  (See the Re-
moving Lines and Extensions from Service feature.)  This allows the system to operate normally, bypassing the
affected port.  In a multiple-attendant system, each attendant must independently clear their alarms.  Once
viewed, the same alarm will not display again.
Remote Programming
If the off-site service center has the Backup and On-Line Program (P/N 88216) installed on an IBM compatible
PC, the off-site technician can:
•Use modem commands to call a remote system
•Program the remote system’s database
•Backup the system’s database on the service center’s PC
•Upload a database from the service center’s PC to the remote system
The installer can also use the Backup and On-Line Program on-site, in lieu of a programming terminal.  Refer to
the system hardware manual for more details.
The system also allows Remote Programming through the main CEU AUX Module serial port.
Conditions 
None
Default Configuration
•Attendant’s Alarm Indications always occur.
Programming
Required Programming
➣J- Communications Port Parameters, Port Speed
Set the baud rate for the AUX Module serial port to match the connected device.  (The attendant can set
these options from the telephone.  See page 283.)
[0=300, 1=1200, 2=2400, 3=4800, 4=9600, 5=19.2k baud rate]
➣QC- Operator Programming, Suppress Operator Alarms
Suppress/allow alarm indications at attendant extensions. [Y=suppress alarms, N=allow alarms]
➣QK- CEU Identification
Enter the text that identifies the system to the off-site service center. [17 characters per line]
Features: Introduction - Direct Trunk Access
AUTOMATIC FAULT REPORTING/REMOTE MAINTENANCE
N1870SWG04   Issue 1-0FEATURES   35
1Also see the Alphanumeric Display feature. 
						

							Other Programming
➣QZ- SMDR Setup, SMDR Printout All The Time
If you connect the Backup and On-Line Program PC to the AUX Module serial port, you must disable
this option to use the LOAD and BACKUP options. [Y=enable, N=disable]
Related Features
Off-Hook Signaling
When an alarm displays, the attendant’s phone does not ring normally for incoming calls.  If the exten-
sion has Off-Hook Ringing, it rings with a single beep (repeated).  If the attendant’s extension does not
have Off-Hook Ringing, calls do not ring while the alarm displays.
Release Key
The attendant can use the RLS key on the DSS Console to clear the alarm display.
Removing Trunks and Extensions from Service
The attendant’s alarm display can indicate faulty extensions or trunks.
System Identification
The system sends the System Identification before transmitting fault information to the off-site service
center.
System Reports, Diagnostics and Maintenance Utilities
After calling the remote system, the remote service center technician can use the various reports and diag-
nostics to troubleshoot the system.
Traffic Management Reporting
The Backup and On-Line Program also backs up and restores the TMS report data.  During restore, the
system overwrites the existing TMS data.
Feature Operation
To view alarms (at your attendant keyset):
1. Do not lift handset.
2. Press MSG.
Press MSG again to view additional alarms.
Lift and replace handset to return to normal time and date display.
To clear alarms (at your attendant keyset):
1. Do not lift handset.
2.
-Press RLS on DSS Console.
OR
-Lift and replace handset.
Features: Introduction - Direct Trunk Access
AUTOMATIC FAULT REPORTING/REMOTE MAINTENANCE
36   FEATURESN1870SWG04   Issue 1-0 
						

							AUTOMATIC HANDSFREE
Description
Automatic Handsfree allows a keyset user to place or answer a call Handsfree by just pressing a key.  There is
no need to press HF first.  The system always provides Automatic Handsfree for:
•Dialing Number Preview
•Directory Dialing
•Intercom (when user presses ICM)
•Last Number Redial
•One-Touch Speed Dial
•Save
•Speed Dial (when user presses DIAL)
Automatic Handsfree is programmable system-wide for:
•Central Office Calls (for all types of line keys)
•Group Call Pickup (with a pickup key)
•Paging (with a Page key)
•Park (with an orbit key)
•Station Call Coverage (with a call coverage key)
Conditions 
(A.) If an extension does not have handsfree, the user can implement Automatic Handsfree but must lift the
handset to speak.
(B.) The system allows 12 simultaneous Handsfree conversations per cabinet.
Default Configuration
Automatic Handsfree enabled.
Programming
Required Programming
➣QE- Automatic Handsfree
Enable/disable Automatic Handsfree system-wide. [Y=enable, N=disable]
Other Programming
➣KS- Programming Keys for Keysets
Define a keyset’s programmable keys. (see page 439)
Related Features
Attendant Positions
Attendant extensions cannot have Automatic Handsfree.
Call Coverage Keys
If the system has Automatic Handsfree, the extension user can just press the Call Coverage key.
Central Office Calls, Answering
An extension user can answer a trunk call just by pressing the line key.
Central Office Calls, Placing
An extension user can place a call by just pressing a line key before dialing.
Handsfree (Speakerphone) and Monitor
Automatic Handsfree allows a keyset user to place or answer a call by just pressing a key--without press-
ing HF first.  Users with Monitor must lift the handset to speak.
Headset Compatibility
An extension with Headset Compatibility cannot also have Automatic Handsfree.
Private Line
If enabled, an extension user can answer the Private Line by pressing the line key.
Features: Introduction - Direct Trunk Access
AUTOMATIC HANDSFREE
N1870SWG04   Issue 1-0FEATURES   37 
						

							Ringing Line Preference
An extension user can press HF to answer a ringing call if their extension has Automatic Handsfree.
Feature Operation
To use Automatic Handsfree:
1. Do not lift handset.
2. Press key for desired feature.
Features: Introduction - Direct Trunk Access
AUTOMATIC HANDSFREE
38   FEATURESN1870SWG04   Issue 1-0 
						

							AUTOMATIC RINGDOWN
Description
Available in Software Levels:
BaseAUX 
N/A
>02.10
With Automatic Ringdown, an ESL or ASI/OPX extension automatically calls a programmed destination when
the user lifts the handset.  This would be helpful, for example, in a hotel lobby with dedicated reservation
phones.  As soon as the caller lifts the handset, the phone rings the reservation desk.  The ringdown phone can-
not access any system features  The phone can, however, receive calls.
Conditions 
Automatic Ringdown is only available with ESL (type 00) and ASI/OPX (type 05/51) extensions.
Default Configuration
•No Automatic Ringdown destination programmed.
•Automatic Ringdown disabled.
Programming
Required Programming
➣E- Extensions, E2- Extension Circuit Type
Automatic Ringdown is only available to ESL (Type 00) and ASI/OPX type (05/51) extensions.
➣E- Extensions, E9- Attendant (Operator) Assignment
Attendant (Operator) Assignment - Enter the Automatic Ringdown destination.  The destination can be a
keyset, ESL or ASI/OPX extension, a Ring Group or an ACD/UCD master extension number.  Enter 300
for no Ringdown destination.
➣E- Extensions, E9- Ring Down
Enable/disable Automatic Ringdown. [Y=enable/N=disable]
Other Programming
None
Related Features
Intercom
Automatic Ringdown follows Intercom Voice-Announce programming.
Feature Operation
To use Automatic Ringdown:
1. Lift handset.
Listen for: Two beeps or ringing
If you hear ringing, wait for called party to answer.
If you hear two beeps, you may begin speaking.
Features: Introduction - Direct Trunk Access
AUTOMATIC RINGDOWN
N1870SWG04   Issue 1-0FEATURES   39