Providing Backup for an Attendant

Last Updated : Oct 31, 2012 |

Before you begin

  • You can assign the attendant backup alerting only to multiappearance telephones that have a client room class of service (COS) set to No. For more information, see Class of Service.

  • If you have not yet defined a Trunk Answer Any Station (TAAS) feature access code, you need to define one and provide the feature access code to each of the attendant backup users. For more information, see Feature Access Code (FAC).

To enable your system to alert backup stations, you need to administer the Console Parameters screen for backup alerting. You also need to give the backup telephones an attendant queue calls feature button and train your backup users how to answer the attendant calls.

About this task

You can configure your system using Communication Manager so that you have backup positions for your attendant. Attendant Backup Alerting notifies backup telephones that the attendant need assistance in handling calls. The backup telephones are alerted when the attendant queue reaches the queue warning level or when the console is in night service.

Once a backup telephone receives an alert, the user can dial the Trunk Answer Any Station (TAAS) feature access code (FAC) to answer the alerting attendant calls.

Tip:

You can find more information about attendant backup in the GuestWorks Technician Handbook.

Procedure

  1. Type change console-parameters.
  2. Press Enter.

    The system displays the Console Parameters screen.

  3. In the Backup Alerting field, enter y.
  4. Press Enter to save changes.

    The system will now notify anyone with an attendant queue calls button when the attendant queue reaches the warning level or when the console is in night service.

  5. Type change station 4345.
  6. Press Enter.

    The system displays the Station screen.

  7. In one of the Button Assignment fields, enter atd-qcalls.

    The atd-qcalls button provides the visual alerting for this telephone. 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-telephone user also hears an alerting signal every 10 seconds.

  8. Press Enter to save changes.

    Now you need to train the user how to interpret the backup alerting and give them the TAAS feature access code so that they can answer the attendant calls.