Attendant Console

Last Updated : Aug 25, 2014 |

Use this screen to assign an attendant console to the system.

To add an attendant, use the following command:

add attendant n, where n is the attendant console number.

Attendant console: page 1

Attendant Console x

Number assigned to the attendant console. The attendant console is the main answering position for an organization.

Auto Answer

Use this field to administer the setting of the auto answer button on the attendant console.

Valid entry

Usage

all

Enables automatic answering for all incoming calls.

acd

Enables automatic answering only for ACD and direct agent calls.

none

Disables automatic answering.

Console Type

Use this field to specify the type of attendant console.

You can administer only one night-only or day/night type console in the system unless the Tenant Partitioning feature is enabled.

Night Service can be activated from the principal attendant console or the station on which the nite-serv button is administered.

Valid entry

Usage

principal

To enable the attendant console to activate Night Service.

day-only

To enable the attendant console to handle only day service calls.

night-only

To enable the attendant console to handle only night service calls.

day/night

To enable the attendant console to handle day or night service calls.

COR

Use this field to assign a class of restriction (COR) number to the attendant console. You must enter a value from 0 to 995.

COS

Use this field to assign a class of service (COS) number to the attendant console. You must enter a value from 0 to 15.

Data Module

Use this field to enable the connection between the attendant console and the data terminal.

Disp Client Redir

Use this field to specify whether the attendant console must display the redirection information for a call originating from the station with the Client Room Class of Service feature.

Note:

You must set the Disp Client Redir field to y for:

  • The stations with the audix type.

  • The stations with the audix voice power ports or the ports that require the display information.

The system displays this field only if the Hospitality feature is enabled.

Display Language

Use this field to specify the language in which the system must display the console messages. You must enter one of the following values:

  • english

  • french

  • italian

  • spanish

  • user-defined

  • unicode

Note:

The unicode option is available only for unicode-supported telephones, such as 4610SW, 4620SW, 4621SW, 4622SW, 2420J, Sage, Spice, Spark, 9600-series telephones, and Avaya J100 Series IP Phones.

Extension

Use this field to assign an extension to the attendant console.

Users can call the attendant console by dialing this extension. If an attendant console does not have an extension, the attendant console can only be addressed as a member of the attendant group.

You must not leave this field blank for the attendant console with a data module.

Group

Use this field to assign an attendant group number to the attendant console.

H.320 Conversion

Use this field to enable the conversion of H.320-compliant calls to voice-only calls for the attendant console.

Note:

The system can handle only a limited number of conversion calls. Therefore, the number of attendant consoles with H.320 conversion must be limited.

Name

Use this field to assign a name to the attendant console. You can enter up to 27 alphanumeric characters.

Note:

Avaya BRI deskphones support only ASCII characters because non-ASCII characters, such as Eurofont and Kanafont, show up incorrectly.

Port

Use this field to assign a port number to the attendant console. For reliability, the attendant consoles must not be assigned to ports on the same digital line media module.

You must enter one of the following values:

  • A port number.

  • ip for a soft attendant console.

  • X if no hardware is associated with the port assignment.

You can assign the port number using one of the following formats:

  • gateway number : module number : circuit number

    Valid entry

    Usage

    001 to 250

    The first three characters represent the gateway number.

    V1 to V9

    The fourth and fifth characters represent the module number.

    01 to 31

    The sixth and seventh characters represent the circuit number.

Security Code

The station security code required by the SoftConsole IP attendant.

TN

Use this field to specify a tenant number. You can enter a value from 1 to 250.

Type

Valid Entry

Usage

console

The extension is used with any type of console.

302

302B/C/D or SoftConsole IP attendant

Direct Trunk Group Select Button Assignments (Trunk Access Codes)

Use this field to assign the local and remote trunk access codes (TACs) to the attendant console. A local TAC refers to a trunk group or a Loudspeaker Paging zone on the local server. A remote TAC refers to a trunk group on the remote server.

The local TAC can have up to four digits and the remote TAC can have up to three digits. You can use the asterisk (*) and the pound sign (#) as the first digit.

Note:

The local TAC between the local and remote servers must be a DCS trunk. If not, Communication Manager cannot monitor the remote trunk.

Hundreds Select Button Assignments

Use this field to assign a hundreds group to a Hundreds Select button on an attendant console. You can enter up to 11 digits.

Use 1 to 8 fields for 24A consoles, and use 1 to 8 fields for 26A consoles.

Attendant console: page 2 Softconsole IP Attendant

Always Use

Use this field to enable a soft attendant console to register, regardless of the emergency call handling settings on the console. If the user dials 911, the system uses the administered value in the Emergency Location Ext field.

The Always Use field is inapplicable to SCCAN wireless consoles and the consoles administered as the H.323 type.

Direct IP-IP Audio Connections

Use this field to enable direct audio connections between IP endpoints. Direct audio connections save bandwidth resources and improve the sound quality of voice over IP transmissions.

Note:

This field has no impact on a SIP station (OPS) on shuffling. For SIP stations, this field is controlled by the "Direct IP-IP Audio Connections" field in the Signaling group form.

Emergency Location Ext

Use this field to specify the emergency location extension for the soft attendant console. You can enter up to 16 digits. This extension is used as a starting point for identifying the location when an emergency call is made.

The system uses:

  • The CAMA Numbering format to modify the extension before sending the extension over the CAMA trunk.

  • The Numbering-Public/Unknown format to modify the extension before sending the extension over the ISDN trunk.

Remote Softphone Emergency Calls

Use this field to specify how Communication Manager must handle emergency calls from an IP telephone. The system displays this field only when IP Softphone is enabled for the system.

Valid entry

Usage

as-on-local

If the administrator populates the IP Address Mapping screen with emergency numbers, the value as-on-local functions as follows:

  • If the Emergency Location Extension field in the Station screen is the same as the Emergency Location Extension field in the IP Address Mapping screen, the feature sends the console's own extension number to the Public Safety Answering Point (PSAP).

  • If the Emergency Location Extension field is different from the Emergency Location Extension field in the IP Address Mapping screen, the value as-on-local sends the extension in the IP Address Mapping screen to the Public Safety Answering Point (PSAP).

block

Prevents the completion of emergency calls. Used for users who are mobile but always have a circuit-switched telephone nearby, and for those who are farther away from the media server or switch than an adjacent area code served by the same 911 Tandem office. When users attempt to dial an emergency call from an IP Telephone and the call is blocked, they can dial 911 from a nearby circuit-switched telephone instead.

cesid

Communication Manager can send the CESID information supplied by the IP Softphone to the PSAP. The end user enters the emergency information into the IP Softphone.

Used for IP Softphones with road warrior service that are near enough to the Avaya S8XXX server that an emergency call routed over the trunk reaches the PSAP that covers the server or switch.

If the Avaya S8XXX server uses ISDN trunks for emergency calls, the digit string is the telephone number, provided that the number is a local direct-dial number with the local area code, at the physical location of the IP Softphone. If the Avaya S8XXX server uses CAMA trunks for emergency calls, the end user enters a specific digit string for each IP Softphone location, based on advice from the local emergency response personnel.

option

Users can select the option (extension, block, or cesid) that the user selected during registration and the IP Softphone reported. Used for extensions that can be swapped back and forth between IP Softphones and a telephone with a fixed location.

Users choose between block and cesid on the softphone. A DCP or IP telephone in the office automatically selects extension.

Service Link Mode

Use this field to specify the duration of a service link connection. The service link is the combined hardware and software multimedia connection between an H.320 Desktop Video Conferencing (DVC) system and Communication Manager.

The service link is established when a user receives or makes a call during a multimedia, IP softphone, or IP telephone session.

Valid entry

Usage

as-needed

For multimedia, IP softphone, and IP telephone users. The service link remains connected for 10 seconds after the user disconnects a call so that the user can immediately make or receive another call. After 10 seconds, the link is disconnected, and a new link must be established to make or receive a call.

permanent

For call center agents who are constantly making or receiving calls during the multimedia, IP softphone, or IP telephone session. The service link remains connected for the entire duration of the session.

Attendant console: page 2 VIS feature options

VIS FEATURE OPTIONS

These fields administer Visually Impaired Services options.

Auto Start

Use this field to allow or deny permission to an attendant to start a call by pressing any key on the keypad without the need to first press the Start button.

Echo Digits Dialed

Enables and disables voiced confirmation of dialed digits.

Attendant console: page 3

Displays if the attendant console is to be connected to a data terminal using a 7400B or 8400 data module.

ATTENDANT DATA MODULE

Bcc

Determines compatibility when non-ISDN facilities are connected to ISDN facilities (ISDN Interworking feature).

COR

Valid Entry

Usage

0 to 995

The Class Of Restriction (COR) number for the data module.

COS

Valid Entry

Usage

0 to 15

The (COS) number used to designate allowed features.

Data Extension

Use this field to assign an extension to the data module. You can enter up to five digits. This value must conform to the dial plan.

Name

The name assigned to the data module extension number.

TN

Use this field to specify a tenant number. You can enter a value from 1 to 250.

ABBREVIATED DIALING

List1

Valid Entry

Usage

s

System

g

Group — A group number is also required

p

Personal — A personal list number also is required

e

Enhanced

SPECIAL DIALING OPTION

Use this field to specify the destination of a call when the data module originates the call. Use this field to specify the destination of a call that starts from the data module.

Valid entry

Usage

hot-line

Single-line telephone users can automatically make a call to an extension, a telephone number, or a feature access code.

default

The system dials an Abbreviated Dialing number when the user disconnects.

HOT LINE DESTINATION — Abbreviated Dialing Dial Code

Abbreviated Dialing Dial Code is the Abbreviated Dialing number dialed when the user goes off-hook on a Data Hotline call.

Using Hotline Service, IP telephone users can place a call to a preassigned destination by going offhook. The preassigned destination can be an extension, a telephone number, or a feature access code. The Hotline Service feature does not work for SIP endpoints.

The Hotline Service destination number is stored in Abbreviated Dialing List.

A Hotline Service destination can be a Direct Department Calling (DDC), a Uniform Call Distribution (UCD), a Terminating Extension Group (TEG) extension, or any individual extension within a group. Also, any extension within a DDC group, UDC group, or TEG can have Hot Line Service assigned.

Use Hotline Service when you require very fast service and when you use a telephone only for gaining access to a certain facility. You can use Loudspeaker Paging Access with Hotline Service to provide automatic access to paging equipment.

This field is available only for a default or hotline special dialing option.

DEFAULT DIALING Abbreviated Dialing Dial Code

The AD number dialed when the user goes off-hook and enters a carriage return following the DIAL prompt. The data call originator also can perform data terminal dialing by specifying a dial string that might or might not contain alphanumeric names. Available only for a default special dialing option.

ASSIGNED MEMBER

Ext

The extension number of a previously-administered user who has an associated Data Extension button and who shares the use of the module.

Name

The name assigned to the data module extension number.

Attendant console: page 3 feature button assignments

FEATURE BUTTON ASSIGNMENTS

Administers the feature buttons assigned to the attendant console. The split and forced release buttons are administered in a fixed location. The hold, night-serv, and pos-busy buttons have default locations. The following table provides descriptions of feature buttons that are unique to the attendant console.

Audible Tones On/Off

Valid Entry

Usage

cw-ringoff

Call waiting ringer off; turns on/off the audible tone for call waiting on attendant console (1 per console).

in-ringoff

Incoming call ringer off; turns on/off the audible tone for incoming call ringer (1 per console).

re-ringoff

Timed reminder ringer off; turns on/off the audible tone for timer reminder ringer (1 per console).

Attendant Control of Trunk Group Access

Valid Entry

Usage

act-tr-grp

Activate trunk group access. The attendant can control a trunk group. All calls going to the trunks are routed to the attendant (one per console).

deact-tr-g

Deactivate trunk group access. The attendant can release control of a trunk group (one per console).

class-rstr

Display Class of Restriction. Used to display the COR associated with a call (one per console).

em-acc-att

Emergency Access to the Attendant. The associated status lamp is flashed when there are one or more calls on the emergency attendant queue (one per console).

hold

Hold. When the Hold button is pressed while the attendant is active on a loop, the party on the loop is put on hold and the call type button associated with the loop is lit (one per console).

pos-busy

Position Busy. When this button is pushed, the attendant is put into position busy mode, the "Pos Avail" light is turned off, and the light associated with the pos-busy button is lit. Pushing the pos-busy button a second time takes the console out of position busy mode, turns on the Pos Avail light and turns off the light associated with the pos-busy button.

If the pos-busy button is administered on a 2-LED button, the top LED flashes when the last attendant goes into Position Busy mode. Otherwise, if the button has only one LED, the single LED associated with the pos-busy button flashes (one per console).

serial-cal

Serial Call. The attendant-extended calls can return to the same attendant if the trunk remains off-hook (one per console).

override

Attendant Override. The attendant can override diversion features such as, Call Forwarding, Call Coverage, and so on (one per console).

intrusion

Call Offer. The attendant can extend a call when the called party is active on another call (one per console).

dont-split

Don’t Split. The attendant cannot split away a call when dialing (one per console).

vis

Visually Impaired Attendant Service (vis). Activates visually impaired service for the attendant. When this service is activated, the attendant can listen to console status or messages by pressing buttons that have been translated as follows:

  • con-stat repeats the console status.

  • display calls out display contents.

  • dtgs-stat calls out the DTGS status.

  • last-mess repeats the last message.

  • last-op calls out the last operation.

Trunk Group Select

Up to 12 DTGS buttons can be administered. The status lamp associated with the feature button is used to monitor the busy/idle status of the trunk. Trunk groups administered on these buttons cannot be controlled using Attendant Control of Trunk Group Select buttons.

Valid Entry

Usage

local-tgs

Local trunk group select. The attendant can access trunk groups on the local server running Communication Manager.

remote-tgs

Remote trunk group select. The attendant can access trunk groups on a remote server running Communication Manager.

Other

Valid Entry

Usage

alt-frl

Alternate facility restriction level. The attendant can activate or deactivate the AFRL feature. When activated, the originating device (lines or trunks) can use an alternate set of the facility restriction levels to originate a call (one per console).

hundrd-sel

Hundreds group select. Additional administered hundreds group select feature buttons. When a feature button is administered as hundrd-sel, the system displays a subfield that must be administered with a 1 to 3 digit hundreds group plus prefix, if needed. Administered hundrd-sel feature buttons operate in the same manner as fixed HGS buttons.

The total number of hundreds group select buttons (fixed and administered) allowed on a console is 20. Therefore, if all 20 fixed HGS buttons have been administered, no additional hundrd-sel feature buttons can be administered.

If 12 HGS buttons are assigned, reassign the night, pos-busy, and hold buttons to locations 20, 21, and 3, respectively. The HGS buttons should then be assigned to the right-most three columns, as required.

group-disp

Group Display. The attendant can see a display of extensions currently being tracked on the DXS module.

group-sel

Group Select. The attendant can select a specific group of hundreds by dialing the first 2 or 3 digits of the hundreds group.

occ-rooms

Occupied rooms. The attendant can see which rooms are occupied.

maid-stat

Maid status. The attendant can see which rooms are in one of six specified states.

vu-display

VuStats (vu-display). Users with display telephones and attendants can turn on the VuStats display. The limit to the number of VuStats feature buttons depends on how many feature buttons are available on the attendant console. You can set up a separate VuStats display format for each feature button. Therefore, agents can change the type of measurements on their display by selecting a different VuStats feature button.

Attendant console: page 4 display module button assignments

Display Module Button Assignments

Display-type buttons obtain display functions on the associated alphanumeric display. Also, several feature buttons can be administered so that their associated status lamps can be used to provide visual indications of the associated feature or function. In some cases, the button itself is inoperative. These buttons are noted as [status lamp]. If a Call Cover Msg Rt (cov-msg-rt) button is assigned, a Leave Word Calling Delete Msg (delete-msg) button and a Next (next) button must also be assigned.

Related information
Hospitality (Basic)
Hospitality (G3V3 Enhancements)