Lucent Technologies Enterprise Communications Server manual Placing Callers on Hold

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DEFINITY® Enterprise Communications Server Release 7	Issue 4
Console Operations 555-230-700	June 1999
3 Operating the Console
Placing Callers on Hold	26

— If the called party declines to talk to the caller, press the S PLIT
button to reconnect to the caller.
Follow your company’s procedures for taking messages.
Press the RELEASE button.

or

■ If the called party is busy or does not answer, press the CANCEL button to reconnect with the caller.

■ Follow your company’s procedures for taking messages. ■ Press the RELEASE button.

Exceptions:

Two conditions impact your ability to transfer callers to outside parties. You cannot transfer calls to outside parties if:

■All outside lines are busy.

■The 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 HOLD 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.

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Contents Definity Trademarks Contents Definity Enterprise Communications Server Release Routine Maintenance June Introduction Conventions Used in This Document Security MeasuresIntroduction Security Measures Definity Enterprise Communications Server Release Understanding the Console Layout Physical Layout of Your ConsoleFigure Notes Console Outside-Lines Buttons Area Sample Outside-Lines Buttons Area Call Appearance Buttons Call Appearance Buttons and Lamps Dialing Keypad On next Features Feature Button Area Display Inspect Mode Displaying in Normal Mode Called-party identificationIf the call gets redirected, the following displays User cannot place any calls from their phone Displays when called parties do one of the following Ringer-Volume Control Area Ringer Volume Control Area enhanced console Selector ConsoleSelector Console Area Determining Extension Number Status Tones Heard Through Handset or Headset On nextYou or an unanswered transferred call Operating the Console Transferring Calls to Internal Extensions Activating the ConsoleDeactivating the Console Transferring Calls to Outside Numbers Connecting Two or More Callers Placing Callers on HoldAnswering Emergency Calls Definity Enterprise Communications Server Release Using Auto Start Speeding Up the ConsoleFeature Name ProceduresExample Speed DialingUsing the Features Handling Multiple-Party Calls Locking Out the Console Operator Recalling the Console OperatorPaging with Deluxe Voice Paging Answering Calls for Another Party Covering Calls from the Console Backing Up the Console OperatorRouting Calls Through the Console Operator Caller’s number and the unanswered phone’s number Forwarding All CallsParking Calls Paging for Called Parties Chime Paging Code Calling Access Paging with Voice Paging Paging with Deluxe Voice Paging Using Call Waiting Assisting Callers with Special ToolsSplit-Swap Split-SwapInterrupting a Call ExceptionOverriding Diversion Features Emergency Notification to Digital TelephonesCrisis Alert Every User Responds Providing Emergency Access to the Operator Providing Emergency Notification to OperatorPlacing a Series of Calls Examples Controlling Access to Outside LinesManaging Outside Lines Displaying Outside Line Information Restricting Calls Using Features for Internal UseChoosing Outside Lines Controlled Restrictions Activating Don’t Split Don’t SplitTesting Phone System Components Accessing Individual Console OperatorsUsing the Internal Directory Assigning Main Console Operators Leaving MessagesRetrieving Messages Using Night Service Clocked Manual Override Routing Calls EconomicallyManual Override Immediate Manual Override Enter Activate Route PLAN, DAY & Time Using Visually Impaired Attendant Service Tells what features are assigned to other buttonsVias Centralized Attendant Service Identifying Differences A CAS EnvironmentUsing CAS-Associated Tones Using a CAS DisplayUsing CAS Operating Procedures Transferring CAS CallsUsing CAS Backup Service Using CAS Night Service OperationsMulti-Line Phone Night Service Operations Placing Calls on Remote HoldCancelling CAS Calls Placing CAS Calls on Remote HoldSingle-Line Phone Night Service Operations Routine Maintenance Testing the ConsoleCleaning Your Console Commercial Power FailureGlossary and Abbreviations See Call Detail Recording CDR See attendant console Network Primary Rate Interface ISDN-PRI See Primary Rate Interface PRI Taas Index Definity Enterprise Communications Server Release Definity Enterprise Communications Server Release Transferring, 26 extension number status Index Timer Select button Definity Enterprise Communications Server Release Index