Nortel Networks NN43001-106 Console Operations

575

Console Operations

Contents This section contains information on the following topics:

"Feature description" (page 575)

"Operating parameters" (page 576)

"Feature interactions" (page 576)

"Feature packaging" (page 576)

"Feature implementation" (page 577)

"Feature operation" (page 577)

Feature description

Console Operations consists of Console Presentation and Queue

Thermometer.

Console Presentation

This part of the feature makes it possible to present a call to a certain

Incoming Call Indicator (ICI) key only to speciﬁed consoles of a customer or

an Attendant Console Group (ACG).

Those consoles are conﬁgured (LD 15 option PSA/PSD) to have

presentation status for the ICI key to handle the following call treatments:

•If a call is not automatically presented to an idle console, it is indicated

on the appropriate ICI key on all consoles within the customer or ACG

(LD 15 option MTI/CUI).

•When all attendants with presentation status for a certain ICI key within

a group, customer or ACG are in position busy, then a call to that ICI key

is presented to any other console within the group or only presented to

the last console that is not in Night Service in a group (LD 15 option

RECA/RECO).

Nortel Communication Server 1000

Features and Services Fundamentals — Book 2 of 6 (C)

NN43001-106 02.04 Standard

Release 5.5 9 May 2008

Copyright © 1994–2008, Nortel Networks

.

Contents

Main Page Revision History May 2008 July 2007 June 2007 May 2007 July 2006 April 2006 January 2006 Page Page Contents New in this release 45 How to get help 49 Features and Software options 51 Call Forward All Calls 89 Page Call Forward and Busy Status 105 Call Forward Busy 113 Call Forward by Call Type 119 Call Forward Destination Deactivation 129 Call Forward External Deny 137 Call Forward No Answer, Second Level 141 Call Forward No Answer/Flexible Call Forward No Answer 151 Page Call Forward Save on SYSLOAD 165 Call Forward to Trunk Restriction 167 Call Forward, Internal Calls 169 Call Forward, Remote (Attendant and Network Wide) 177 Call Forward/Hunt Override Via Flexible Feature Code 187 Page Call Hold, Deluxe 195 Call Hold, Individual Hold Enhancement 201 Call Hold, Permanent 209 Call Park 215 Call Park on Unsupervised Trunks 227 Call Party Name Display 231 Call Pickup 247 Call Pickup, Directed 253 Call Redirection by Day 259 Call Redirection by Time of Day 267 Call Transfer 273 Call Waiting Redirection 285 Call Waiting/Internal Call Waiting 295 Called Party Control on Internal Calls 305 Called Party Disconnect Control 311 Calling Party Name Display Denied 315 Calling Party Privacy 321 Calling Party Privacy Override 323 Camp-On to a Set in Ringback or Dialing 341 Camp-On to Multiple Appearance Directory Number 345 Camp-On 349 Camp-On, Forced 357 Camp-On, Station 367 Card LED Status 373 Centralized Multiple Line Emulation 375 Centrex Switchhook Flash 379 Charge Account and Calling Party Number 387 Charge Account, Forced 397 Charge Display at End of Call 403 China - Attendant Monitor 407 China - Busy Tone Detection 415 China - Flexible Feature Codes 419 China - Supervised Analog Lines 433 China - Toll Call Loss Plan 439 CIS ANI Digits Manipulation and Gateways Enhancements 445 CIS ANI Reception 473 CIS Toll Dial Tone Detection 487 CLASS: Calling Number and Name Delivery 493 CLASS: Visual Message Waiting Indicator 523 CLID Name Enhancement and CLID B 533 CLID on Analog Trunks for Hong Kong (A-CLID) 535 Collect Call Blocking 543 Conference Warning Tone Enhancement 555 Conference 559 Page Console Operations 575 Console Presentation Group Level Services 579 Context-sensitive soft keys 585 Controlled Class of Service 595 Controlled Class of Service, Enhanced 601 Converged Ofce 607 Corporate Directory 609 Page New in this release There have been no updates to the document in this release. Other Page Page Page How to get help Getting help from the Nortel web site Getting help over the telephone from a Nortel Solutions Center Getting help from a specialist by using an Express Routing Code Getting help through a Nortel distributor or reseller Features and Software options Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Call Forward All Calls Page Page Attendant Overow Position Call Forward and Busy Status Call Forward Destination Deactivation Call Forward External Deny Call Forward, Internal Calls Call Forward Save on SYSLOAD Page Page Do Not Disturb DPNSS1 Diversion Electronic Lock Network Wide/Electronic Lock on Private Lines Flexible Feature Code Boss Secretarial Filtering Flexible Voice/Data Terminal Number ICP Network Screen Activation, Flexible DN, Meridian Mail Interactions Idle Extension Notication Incoming Call Indicator Enhancement ISDN QSIG Call Completion Message Registration Page Special prex SPRE access codes Trunk Access Codes Page Page Page Page Call Forward and Busy Status Contents Busy Status Call Forward Status Attendant and Network-Wide Remote Call Forward Call Forward, Remote (Attendant and Network-Wide) Flexible Feature Code Boss Secretarial Filtering Phantom Terminal Numbers (TNs) Page Call Forward Status BFS lamp or LCD states Page Page Call Forward Busy Call Waiting for Meridian 1 proprietary telephones Call Waiting for analog (500/2500 type) telephones Camp-On, Station Page Page Page Page Call Forward by Call Type Page Attendant Automatic Timed Recall Call Forward Save on SYSLOAD Call Forward, Break-In and Hunt Internal/External Network Wide Network Call Transfer Direct Inward Dialing (DID) ISDN Semi Permanent Connections for Australia Page Page Page Page Call Forward Destination Deactivation Page Page Call Forward, Remote Page Page 16-Button DTMF telephone Deactivating Multiple Appearance DN Page Call Forward External Deny Automatic Call Distribution (ACD) Network Call Forward Page Call Forward No Answer, Second Level Page Automatic Timed Reminders Directory Number Delayed Ringing Distinctive/New Distinctive Ringing Flexible Call Forward No Answer Message Centers Page Slow Answer Recall Page Page Page Call Forward No Answer/Flexible Call Forward No Answer Page Attendant Administration Attendant Overow Position Page Page Departmental Listed Directory Number Directory Number Delayed Ringing Direct Inward Dialing Call Forward No Answer Timer Electronic Lock Network Wide/Electronic Lock on Private Lines ICP Network Screen Activation, Flexible DN, Meridian Mail Interactions Incoming Call Indicator Enhancement Listed Directory Numbers, Network Wide Meridian Mail Operator Revert Network-Wide Listed Directory Number Night Service enhancements Recall to Same Attendant Recorded Announcement for Calls Diverted to External Trunks Ring Again on No Answer Slow Answer Recall for Transferred External Trunks Page Page Page Page Call Forward Save on SYSLOAD Page Call Forward to Trunk Restriction CDP/UDP Calls International Supplementary Features (SUPP) package 131. Call Forward, Internal Calls Page Page Call Forward, Break-In and Hunt Internal/External Network Wide Page Remote Call Forward Meridian 1 proprietary telephone To forward internal calls from a Meridian 1 proprietary telephone: 1Press the ICF key. Analog (500/2500 type) telephone Call Forward, Remote (Attendant and Network Wide) Basic Rate Interface (BRI) Call Forward Activation from any Feature Call Forward and Busy Status Call Forward Destination Deactivation Outpulsing of Asterisk and Octothorpe (OPAO) Phantom Terminal Numbers (TNs) Preventing Reciprocal Call Forward Trafc Measurements Page Set-based conguration Attendant-based conguration Page Network Wide Set-based Remote Call Forward Attendant-based Remote Call Forward Page Call Forward/Hunt Override Via Flexible Feature Code Contents Attendant Blocking of DN Attendant Barge-in Basic Rate Interface (BRI) BRIT Call Forward-older features Page Page Ring Again No Answer Network Ring Again No Answer Single Digit Access Semi-automatic Camp-On Page Standalone Network Call Hold, Deluxe Page Page Page Page Page Call Hold, Individual Hold Enhancement Page Automatic Hold Call Join Conference (A03/A06, C6A) Exclusive Hold Permanent Hold on an analog (500/2500 type) set Switch Hook Flash Transfer (TRN) Page Page Page Call Hold, Permanent Audible Reminder of Held Call (ARCH) Call Park on Unsupervised Trunks Page Page Page Page Call Park Page AC15 Recall: Transfer from Meridian 1 Access Restrictions Page Page Centralized Attendant Service Console Presentation Group Level Services Digital Private Signaling System 1 (DPNSS1) Executive Intrusion Do Not Disturb Generic XFCOT Software Support INIT ACD Queue Call Restore Page Privacy Release Recall After Parking Trafc measurements Page To park a call with the Park key: Page Call Park on Unsupervised Trunks Attendant Calls Waiting Indication Automatic Call Distribution (ACD) Call Hold, Permanent Feature operation for Call Park on Unsupervised Trunks is the same as that for Call Park. Page Call Party Name Display Call Party Name Display assignment Call Party Name Display composition Display Devices and Capabilities Page ACD Routing by DNIS Attendant Recall Attendant Recall with Splitting Automatic Call Distribution (ACD) Dialed Number Identication Services (DNIS) Automatic Wake Up Centralized Attendant Service (CAS) Dialed Number Identication Service Display Key Page Slow Answer Recall Voice Call Enable CPND and add names to the CPND data block Page Page Change or remove names in the CPND data block Print entries from the CPND data block Add or change CPND name entry for a telephone Page Page Call Pickup Page Page M3900 (Single Site) Virtual Ofce Page Page Call Pickup, Directed Flexible Feature Code Multi-Party Operations - Three-Party Service Page Page Page Page Call Redirection by Day Calls to Idle Stations: Calls to Busy Stations: Hunting by Call Type Group Hunting Multiple Appearance DN, Multiple Appearance Redirection Prime Second Level Call Forward No Answer Page Page Page Page Call Redirection by Time of Day Calls to Idle Stations: Calls to Busy Stations: Call Forward, Internal Call Forward/Hunt Override Via FFC Hunting by Call Type Multiple Appearance DN Redirection Prime Page Page Page Call Transfer Restricted Call Transfer Page Page Charge Account and Calling Party Number Charge Account, Forced Display Calling Party Denied Hold ISDN QSIG/EuroISDN Call Completion Loop Start Supervisory Trunks Page On Hold on Loudspeaker Predictive Dialing Privacy Override Station Activity Records Supervised Analog Lines China-Supervised Analog Lines Three-Party Service Trunk to Trunk Connection Page Page Call Waiting Redirection Automatic Timed Reminders Automatic Timed Recalls Basic Rate Interface Call Forward, Internal Call Forward and Hunt by Call Type Page Direct Inward Dialing Call Forward No Answer Timer Distinctive Ringing/New Distinctive Ringing Forward No Answer Call Waiting Direct Inward Dialing Internal or Station-to-Station Call Waiting Meridian Mail Voice Mailbox Administration Message Waiting Recovery on Misoperation of Call Transfer - Call Transfer with Ring No Answer (RGNA) Multiple Appearance Directory Number Network Call Forward No Answer Network Call Redirection Night Restriction Classes of Service Night Service Night Service Enhancements Voice Mail Page Page Page Page Call Waiting/Internal Call Waiting Internal Call Waiting Call Waiting Flexible Feature Codes Attendant Incoming Call Indicators Page Page Idle Extension Notication ISDN Night Service ISDN QSIG/EuroISDN Call Completion Multi-Party Operations - Three-Party Service Night Restriction Classes of Service Night Service Enhancements On Hold on Loudspeaker Station Camp-on To answer a Call Waiting call on Meridian 1 proprietary telephones, follow these steps: Page Called Party Control on Internal Calls Automatic Hold Page Feature operation is described in the following scenarios. Simple Call - Meridian 1 Proprietary Sets Simple Call - Analog (500/2500 type) Sets Conference Call Transfer Call Call on Hold Called Party Disconnect Control Automatic Answerback Digital Trunk Interface (DTI) - Commonwealth of Independent States (CIS) Malicious Call Traced - Enhanced Meridian 911 - Call Abandon Periodic Clearing Enhancement Periodic Clearing on RAN, Meridian Mail, ACD and Music Page Calling Party Name Display Denied Page Call Forward Ofce Data Administration System (ODAS) Page Page Calling Party Privacy Page Calling Party Privacy Override Outgoing calls Incoming calls Tandem Calls Incoming ISDN calls Incoming non-ISDN calls Page Page Automatic Call Distribution MAX Basic Rate Interface Call Detail Recording Call Hold Call Forward All Types Hunt Network Hunt Calling Line Identication Restriction Calling Party Privacy and Call Forward Calling Party Privacy and Call Transfer E.164 ESN Numbering Plan Enhancement Feature Group D Last Number Redial Incoming Trunk Programmable Calling Line Identication ISDN Signaling Link Malicious Call Trace Meridian Interactive Voice Response Meridian MAX Network Call Redirection Network Message Center Network Ring Again Nortel Symposium Call Center Remote Virtual Queuing Ring Again - Busy Trunk System Speed Call Stored Number Redial Trunk Anti-Tromboning Virtual Network Services VISIT Page Page Page Page Camp-On to a Set in Ringback or Dialing Attendant Forward No Answer First-Second Degree Busy Slow Answer Recall Modication Page Camp-On to Multiple Appearance Directory Number Centralized Multiline Network Camp-On Operator Call Back Single Call Ringing and Non-ringing Station Camp-On Page Camp-On Page Page Page Source Included when Attendant Dials Uninterrupted Line Connections Warning Tone Page Page Page Camp-On, Forced Page Attendant Calls Page Operator Call Back Page Page Forced Camp-On with an analog (500/2500 type) telephone With automatic Forced Camp-On turned on; response to AFCO in LD 15 was "YES": Forced Camp-On with a Meridian 1 proprietary telephone With automatic Forced Camp-On turned off; response to AFCO in LD 15 was "NO": With automatic Forced Camp-On turned on; response to AFCO in LD 15 was "YES": Camp-On, Station Camp-On indication Call Forward Busy Dial Impulse Set Network Attendant Service Standalone case Network case Recall timing on Camp-On calls Standalone case Network case Page Card LED Status Page Centralized Multiple Line Emulation Digit Display Page Page Centrex Switchhook Flash Page Page Page Page Page Analog (500/2500 type) telephones Meridian 1 proprietary telephones Page Charge Account and Calling Party Number Page Attendant Barge-In China - Flexible Feature Codes - Outgoing Call Barring Music, Enhanced Telephone keys Page Page Meridian 1 proprietary telephones Analog (500/2500 type) telephones Page Page Charge Account, Forced Page Page Stored Number Redial Trunk Group Access Restrictions (TGAR) Page Page Charge Display at End of Call M2317 charge display Modular Set charge display Page Page China - Attendant Monitor Attendant Monitor Function Attendant Barge-In Page Page Override, Enhanced Privacy Release Private Line Monitor a DN Monitor a Trunk Page China - Busy Tone Detection Loop Start Supervisory Trunks Page Page China - Flexible Feature Codes Page Page Page Last Number Redial Network Alternate Route Selection (NARS)/Basic Alternate Route Selection (BARS) New Flexible Code Restriction Outpulsing of Asterisks and Octothorpes Remote Call Forward Saved Number Redial Speed Call, System 16-Button Dual-tone Multifrequency (DTMF) Sets Dene Conrmation Tone. Page Page Page Page Page Page Page China - Supervised Analog Lines Battery Reversal Supervision Hook Flash Disconnect Supervision Page Page Page Page China - Toll Call Loss Plan Page Digitone Receiver Pads Multifrequency Compelled Signaling Pads Page Page Page CIS ANI Digits Manipulation and Gateways Enhancements ANI Denition Shared functionality CIS ANI Digits Manipulation introduction CIS Gateway Enhancements introduction ANI Digits Manipulation feature functionality Page CIS ANI Digits Manipulation examples Example 1 - DN on key 1 is to be used in ANI Example 2 - DN on key 1 is not to be used in ANI Gateways Enhancement feature functionality Page Page Page Page Page Examples of Gateways Enhancements CIS ANI Digits Manipulation operating parameters CIS Gateways Enhancements operating parameters CIS ANI Digits Manipulation feature interactions CIS Three Wire Analog Trunk CIS Digital Trunk Interface CIS MF Shuttle CIS Gateways Enhancements CIS Gateways Enhancements feature interactions CIS Three Wire Trunk Analog CIS Digital Trunk Interface CIS ANI Digits manipulation interaction CIS ANI Digits Manipulation feature Page Page Page Page Page Page Page CIS Gateways Enhancements feature implementation Feature implementation for R2MFC route Page Page Page Page Page Page CIS ANI Reception Automatic ANI request Solicited ANI request Page Page ANI Gateways ANI Digits Display ANI Digits in CDR CIS Digital Trunk Interface and CIS Multifrequency Shuttle (MFS) Malicous Call Trace (MCT) Page Page Page Page Page Page CIS Toll Dial Tone Detection Page Page CIS 2 Mbit Digital Trunk Interface (CIS DTI2) Page Page CLASS: Calling Number and Name Delivery Page Page Congure CND Class of Service on CLASS sets Date and time stamp information Calling number information Calling name information Network engineering for CLASS sets System multi-group network CLASS feature operation Intergroup junctor capacity Page Page General engineering guidelines for non-Call Center applications Engineering examples for non-Call Center applications Page General engineering guidelines for Call Center applications Engineering examples for Call Center applications Page Page Page Page Page Direct Inward System Access (DISA) Distinctive Ringing Flexible Numbering Plan (FNP) Enhancement Hotline Hunt Incremental Software Management Feature Group D In-Band ANI Integrated Services Digital Network VIP Automatic Wakeup Virtual Network Services (VNS) Page Page Page Page CLASS: Visual Message Waiting Indicator Page Page Page Page Attendant Console Call Party Control Incoming Message Waiting Permanent Hold Set Relocation You may print the CMOD unit information using LD 20. Feature maintenance and diagnostics LD 30 and LD 32 LD 77 Page Page Page CLID on Analog Trunks for Hong Kong (A-CLID) Page Page Page Attendant Call Extension CLASS: Calling Number and Name Delivery Direct Inward System Access (DISA) Information Notication Service for Japan Page Page Collect Call Blocking Page Page Automatic Answerback Automatic Call Distribution Interow Automatic Call Distribution Night Call Forward Automatic Call Distribution Night RAN Route Announcement Page Network Automatic Call Distribution Pilot DN Recorded Announcement Tandem to Unsupervised Trunk Trunk Hook Flash Page Page Page Page Page Page Conference Warning Tone Enhancement Tones and Cadences Page Page Conference Page 500/2500 Line Disconnect AC15 Recall: Transfer from Meridian 1 Page Call Party Name Display Called Party Disconnect Control Camp-On, Forced Centrex Switchhook Flash Charge Account and Calling Party Name China - Supervised Analog Lines Controlled Class of Service Controlled Class of Service, Enhanced Page Malicious Call Trace Malicious Call Trace - Enhanced Meridian Mail Conference Control Meridian 911 - Call Abandon Page Page Station Activity Records Trunk Access from any Station Trunk to Trunk Connection Page Page Page Page Console Operations Queue Thermometer Departmental Listing Directory Number Listed Directory Numbers, Network Wide Queue Thermometer Page Console Presentation Group Level Services Attendant Administration Attendant Secrecy Attendant Supervisory Console Network-Wide Listed Directory Number Night Key for Direct Inward Dialing Digit Manipulation Page Page Page Context-sensitive soft keys Soft keys conguration Page Page Feature restrictions Page Using call features Page CallPilot voice-mailbox-related soft keys Page Page Controlled Class of Service Authorization Code Multiple Appearance Directory Number Room Status Scheduled Access Restrictions Station Category Indication Page Page Page Controlled Class of Service, Enhanced Page Page Page Page Page Converged Ofce Page Corporate Directory Call Server memory requirements Page Accessing the Corporate Directory Special characters Search/Edit screen features Corporate Directory views ListView CardView Page Nortel Communication Server 1000 Features and Services Fundamentals Book 2 of 6 (C)