Lucent Technologies Enterprise Communications Server manual Assisting Callers with Special Tools

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DEFINITY® Enterprise Communications Server Release 7	Issue 4
Console Operations 555-230-700	June 1999
4 Using the Features
Assisting Callers with Special Tools	43

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).

Assisting Callers with Special Tools

This section covers features that allow you to provide special assistance to callers. It includes ways to hold callers on the line, interrupt an existing call, override existing features designed to block incoming calls, assist callers who need to reach a series of system users, or manage emergency calls.

Using Call Waiting

When you transfer a call to a busy line, the call returns to the console until the busy line becomes available. When the busy line becomes available, the call automatically rings through. If the line does not become available, the call rings back to you for further attention.

Example

A customer, John Steele, places a call to customer service representative Leah Hoffguard. Leah is serving another client, but hears a beep in her ear indicating that she just received an incoming call. Pat notifies the caller that Leah’s line is busy. Leah brings her current call to closure and John’s call automatically rings through to her extension.

Feature Name

Attendant Call Waiting

Procedures

To notify callers that the party they called is busy:

1.Press the SPLIT button. The called party hears a call-waiting ringback tone.

2.Inform the caller that the called extension is busy, and that their call is waiting to be answered.

3.Press the RELEASE button.

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Contents Definity Trademarks Contents Definity Enterprise Communications Server Release Routine Maintenance June Introduction Security Measures Conventions Used in This DocumentIntroduction Security Measures Definity Enterprise Communications Server Release Physical Layout of Your Console Understanding the Console LayoutFigure 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 Called-party identification Displaying in Normal ModeIf 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 Selector Console Ringer Volume Control Area enhanced consoleSelector Console Area Determining Extension Number Status On next Tones Heard Through Handset or HeadsetYou or an unanswered transferred call Operating the Console Deactivating the Console Activating the ConsoleTransferring Calls to Internal Extensions Transferring Calls to Outside Numbers Placing Callers on Hold Connecting Two or More CallersAnswering Emergency Calls Definity Enterprise Communications Server Release Speeding Up the Console Using Auto StartProcedures Feature NameExample Speed DialingUsing the Features Handling Multiple-Party Calls Recalling the Console Operator Locking Out the Console OperatorPaging with Deluxe Voice Paging Answering Calls for Another Party Routing Calls Through the Console Operator Backing Up the Console OperatorCovering Calls from the Console Forwarding All Calls Caller’s number and the unanswered phone’s numberParking Calls Paging for Called Parties Chime Paging Code Calling Access Paging with Voice Paging Paging with Deluxe Voice Paging Assisting Callers with Special Tools Using Call WaitingSplit-Swap Split-SwapException Interrupting a CallEmergency Notification to Digital Telephones Overriding Diversion FeaturesCrisis Alert Every User Responds Providing Emergency Notification to Operator Providing Emergency Access to the OperatorPlacing a Series of Calls Managing Outside Lines Controlling Access to Outside LinesExamples Displaying Outside Line Information Choosing Outside Lines Using Features for Internal UseRestricting Calls Controlled Restrictions Don’t Split Activating Don’t SplitAccessing Individual Console Operators Testing Phone System ComponentsUsing the Internal Directory Leaving Messages Assigning Main Console OperatorsRetrieving Messages Using Night Service Manual Override Routing Calls EconomicallyClocked Manual Override Immediate Manual Override Enter Activate Route PLAN, DAY & Time Tells what features are assigned to other buttons Using Visually Impaired Attendant ServiceVias Identifying Differences A CAS Environment Centralized Attendant ServiceUsing a CAS Display Using CAS-Associated TonesTransferring CAS Calls Using CAS Operating ProceduresUsing CAS Night Service Operations Using CAS Backup ServiceMulti-Line Phone Night Service Operations Placing Calls on Remote HoldPlacing CAS Calls on Remote Hold Cancelling CAS CallsSingle-Line Phone Night Service Operations Testing the Console Routine MaintenanceCommercial Power Failure Cleaning Your ConsoleGlossary 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