Main Console Call Routing 2

[phoneguyWI]

Our company uses a Definity/Audix phone system that is 20+ years old. While I am able to perform basic software changes, but I would appreciate any ideas on how to do the following:

When customers call our main phone number (ending in 3500) during business hours and our receptionist is working away from her desk, our system was programmed a long time ago to make two other phones (with separate extensions) in an adjacent workroom beep if the call went unanswered after a couple of rings. This alerts her to the call. I’d like to review and potentially change the setup of this routing in the software to include more extensions, but I don’t know the command to view the settings. Thanks for any help!

 

[Ronster]

list usage extension 3500

This should show you where the extension is used.

 

[phoneguyWI]

Thank you for your reply. I entered that command, and it lists two items, Attendant Button and Station Button (see attached). However, they don't appear to relate to the two extensions that beep (3708 & 3709). If it can determined how calls to 3500 are routed when they come in, that could be the key to discovering the settings for those extensions. For my desk phone, for example, I can enter "change station 3540" and it displays the coverage path and other info. If I try "change station 3500", I get "Extension exists but assigned to a different object". If you have any command suggestions for revealing that info for 3500, I would appreciate it!

 

[joe2938]

look at the button 16 and see how it is programmed

 

[phoneguyWI]

Thanks for your response. When I used the list usage extension 3500 command to display the Attendant and Station Button listings, neither were view-able with a double-click. Therefore, I cannot view any programming associated with either.

 

[joe2938]

display station xxxx should show you

 

[phoneguyWI]

Display station 3510 opens to one of our company executives, but it's not related to the routing of 3500 calls. Display station 3500 displays "Extension exists but assigned to a different object". Thanks for any other ideas you may have.

 

[joe2938]

Then list extension 3500 will tell you if it,s a vdn etc.....

 

[joe2938]

Also what type of trunks do you have if they are copper then look at the incoming destination on the trunk groups

 

[phoneguyWI]

I don't have enough knowledge of the type of trunks we have. But I've attached what List extension-type 3500 displays and the trunk group that handles incoming calls. Let me know if this info is helpful. Thanks.

 

[joe2938]

Yes this does help, x3500 is your attd,s direct extension, and 3500 is being converted to 0 which routes to the attd. Do your attd have a real attd console? also do a
display listed-directory-numbers and let me know.

 

[joe2938]

Also x3708 and x3709 are those attd consoles or just regular stations? also do a li usage extension on them as well.

 

[joe2938]

Also if she does have an attd console, most likely she is pressing position busy which will send to the back up attd consoles which would beep on a waiting call.

 

[phoneguyWI]

Yes, we have a DCP Attendant Console 302C. I've attached a screen shot of the commands you asked for, plus what Coverage Answer Group 1 shows. To clarify what happens to incoming calls during normal business hours: if the receptionist leaves the front desk console to perform other brief duties, she does not press a position-busy option. If an incoming call comes in during that time and she cannot make it back to the front desk to answer the call, the 3708 and 3709 phones (which are regular phones in our workroom area) start beeping. To answer the call at those phones, she can press *4 (star 4) and proceed to transfer it as needed. The other phones in coverage answer group 1 (3711, 3714 & 3715) do not beep nor ring. The goal would be to get them to beep just like 3708/3709 do.

At the end of our business day, she presses a button on the console labeled Night. Incoming calls are handled by announcing options for emergencies, accessing an employee directory, or leaving a message. As an experiment, I turned the Night button on and pressed zero to see what would happen. All the five extensions in Coverage Answer Group 1 rang simultaneously. The hard part is determining why only 3708/3709 are configured to beep among that group. If all five rang instead of beeped during business hours when the main phone rang, that would be just as good a solution as well.

Finally, I again thank you for all your efforts to help!

 

[joe2938]

Confused here as an attd console DOES NOT have a coverage path so she would have to press the position busy button for it to hit the coverage answer group phone, I understand that only extensions 3708 and 3709 beep and the rest in the coverage do not so are 3708 and 3709 the same type of phones as the others in the coverage answer group? If yes then do a stare and compare, are they programmed differently?

 

[phoneguyWI]

Doing some further testing with our attendant console: There is a Position Busy button, and the current behavior is as follows: During business hours, if our receptionist is away from her desk and a call rings several times before it is answered, both the Night button and the Position Busy button turn on by themselves. They remain this way until she returns to the desk and turns them off. If a call comes in before she can do this, calls go directly to our after-hours voice mail. If only the Position Busy button is on, incoming calls immediately make the 3708/3709 extensions beep, and they do so indefinitely until someone picks up the call. As I'm sure you've concluded already, figuring out how that Position Busy button is programmed is the key.

The 3708/3709 and the three other phones are all the same 6408D+ model. I purposely programmed the three other phones the exact same way (they were duplicated from the 3708 phone). Now if we can get them all to beep together...

Thanks for the help!

 

[AvayaTier3]

Attendant timers administration.

Attendant Timers

Use the Attendant Timers feature to automatically alert the attendant after an
administered time interval that calls remain waiting or on hold. The attendant
can then reconnect with the caller, and decide whether to terminate the call, or
allow the caller to continue waiting.

Detailed description of Attendant Timers

This section provides a detailed description of the Attendant Timers feature.
Attendant Timers automatically alert the attendant after an administered time
interval for the following types of calls:

- Extended calls that are waiting to be answered or waiting to be connected to a
busy single-line telephone

- One-party calls that are on hold at the console

- Transferred calls that are unanswered after a transfer

The Attendant Timers feature informs the attendant that a call requires
additional attention. After the attendant reconnects to the call, the user can
either choose to try another extension number, hang up, or continue to wait.

Communication Manager supports a variety of administrable attendant timers.

Attendant timers include:

- Unanswered DID Call Timer. Specifies how long a direct inward dialing (DID)
call can go unanswered before the system routes the call to the administered
DID, TIE, or ISDN intercept treatment.

- Attendant Return Call Timer. Unanswered calls that the attendant extends
return to the same attendant, if the attendant is available. If the same
attendant is unavailable, unanswered calls return to the attendant group
queue.

The Attendant Return Call Timer is not set for calls that are extended from one
attendant to another attendant. The system redirects a transferred call that
times out to an attendant after the interval that is administered for the

Attendant Return Call timer.

- Attendant Timed Reminder of Held Call Timer. Specifies how long a call is
held. When the timer expires, the held call alerts the attendant. The message
"hc" appears on the attendant display. You can administer either a
high-pitched ring or a primary alert.

- Attendant No-Answer Timer. Specifies how long a call that terminates at an
attendant console can ring with primary alerting. When the timer expires, the
call rings with a secondary, higher-pitch ring. The ringing pattern of a
disabled Attendant No Answer Timer does not change over from the primary
pattern to the secondary pattern. If the call remains unanswered during this
interval, the system routes the call to the attendant group and console where
the call was placed in a Position Busy state. This timer does not apply to
calls that are placed to the extension of the attendant, or to calls that the
attendant originates.

- Attendant Alerting Interval (Timed Reminder). Specifies how long a call that
terminates at an attendant console can ring with secondary alerting. When the
timer expires, the attendant console is placed into position busy mode, and
the system forwards the call to the attendant group. If the console where the
alerting interval is reached is the last active day console, the system goes
into Night Service, if Night Service is enabled. This timer does not apply to
calls that are placed to the extension of the attendant, or to calls that the
attendant originates. You can disable the alerting interval. In this case, a
call continues to ring at the extension of the original attendant until the
caller hangs up, or another feature disconnects the call. If the call reaches
the timeout limit for unanswered DID calls during Night Service, for example,
the Night Service feature disconnects the call.

- Line Intercept Tone Timer. Specifies how long line intercept can be. For
example, LITT:10 seconds means that line intercept stops after 10 seconds.

Administering Attendant Timers

The following steps are part of the administration process for the Attendant

Timers feature:

- Setting up Attendant Timers

This section describes:

- Any prerequisites for administering the Attendant Timers feature

- The screens that you use to administer the Attendant Timers feature

- Complete administration procedures for the Attendant Timers feature

Prerequisites for administering Attendant Timers

You must complete the following actions before you can administer the Attendant
Timers feature:

- Set up the attendant console. For information on how to set up an attendant
console, see the Administrator's Guide for Avaya Communication Manager.
--------------------------------------------------------------------------------
This information is in the Administrator's Guide under Attendant Timers
--------------------------------------------------------------------------------
Console-Parameters - Backup Alerting
- Calls in Queue Warning
- Time in Queue Warning
Class of Service - Client Room
Station - Feature Button Assignments
- atd-qcalls
Feature Access Code (FAC) - Trunk Answer Any Station

This feature provides both audible and visual alerting to backup stations when
the attendant queue reaches its queue warning level. When the queue drops below
the queue warning level, alerting stops.
Audible alerting also occurs when the attendant console is in night mode,
regardless of the attendant queue size.

- Backup-station users must meet the following criteria to answer alerting calls
in the attendant queue by dialing the FAC of Trunk Answer Any Station (TAAS).
- Be at a multiappearance voice terminal
- Have the atd-qcall feature button assigned to the station
- Not have client-room COS. (COS set to no); otherwise, the user receives
intercept treatment when trying to use the Attendant Backup Alerting feature

- The atd-qcall feature button provides the visual alerting for this feature.
When this button is dark (idle state), there are no calls in the attendant
queue. When the button shows a steady light (busy state), there are calls
in the attendant queue. When button shows a flashing light (warning state),
the number of calls in the attendant queue exceeds the queue warning.
The backup-station user also hears an alerting signal every 10 seconds.

- When the attendant console is in daymode and the Attendant Backup Alerting
feature is disabled, visual alerting is as described above. However, no audible
alerting signal applies to the backup stations and station users cannot answer
attendant calls by dialing the TAAS FAC.

Interactions

- Ringer Cutoff
Activating the Ringer Cutoff feature disables the audible alerting signal. If a
backup station has Ringer Cutoff activated, the system audibly alerts the
station only when the attendant queue exceeds the queue warning level. If Ringer
Cutoff is not activated, the system audibly alerts the backup station every 10
seconds until the attendant queue falls below the queue warning level.

- TAAS
If the system is in night mode and a TAAS port is not assigned, the attendant
can answer queued calls exceeding the queue warning level only by dialing the
TAAS FAC.

- Tenant Partitioning
You cannot use Attendant Backup Alerting if Tenant Partitioning is enabled on
the System Parameters Customer-Options form.


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

45 years Bell, AT&T, Lucent, Avaya
Tier 3 for 35 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[joe2938]

Awesome I thought so and thanks for the update and pink.

 

[phoneguyWI]

Thanks for the information. I'll dig through this when time permits to see what I can learn and what additional questions I may have. Much appreciated.