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Definition
Users can place an active call on hold. Placing a call on hold means that the call stays connected, but in a waiting state, until the user retrieves it. After placing a call on hold, the user can either retrieve the held call or place another call on the same line.
A distinction is made between common hold and exclusive hold.
With common hold, any party can retrieve the held call; with exclusive hold, only the party who placed the call on hold can retrieve it.
The following describes other situations involving Hold states:
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Call Waiting (refer to Section 7.3.3 for more details) |
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Toggle and Automatic Hold (refer to Section 7.2.3 for more details) |
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Consultation Hold and transfer (refer to Section 7.2.4 and Section 7.2.5 for more details) |
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Hold and retrieve trunk (refer to Section 7.5.4 for more details) |
Operating the Feature
Related Topics
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Section 7.2.2, Call Park, on page 7-6 |
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Section 7.2.3, Toggle, on page 7-9 |
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Section 7.2.6, Conference, on page 7-16 |
Model-Specific Data
Requirements and Conditions
Configuration Options
This feature does not have to be explicitly configured.
Testing the Feature
Check the feature for error-free functioning as follows:
Step |
Action |
---|---|
1. |
Set up a call. |
2. |
Place the call on hold. |
3. |
Carry out another function. |
4. |
Resume the call. |
Definition
With call park, users can place both internal and external calls on hold. Parked calls can be answered from any telephone in the system.
Users can activate the call park feature only when they are on another call. Users must assign a virtual number (park slot 0 through 9) to the call that they want parked. They must then enter the slot number to receive the call.
A parked call that is not retrieved within a given time (default is 160 seconds) recalls the originator and follows the recall rules.
Operating the Feature
Refer to Call Park operating instructions for information on operating this feature (available as electronic documentation for optiset E telephones). For a list of additional Hicom 150 E Office documentation, refer to Table 1-1, List of Available Documentation for Hicom 150 E Office (status May 30, 2000)
Related Topics
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Section 7.2.1, Call Hold, on page 7-3 |
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Section 7.2.3, Toggle, on page 7-9 |
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Section 7.2.6, Conference, on page 7-16 |
Model-Specific Data
Requirements and Conditions
Configuration Options
This feature does not have to be explicitly configured.
Testing the Feature
Check the feature for error-free functioning as follows:
Definition
Toggle enables a user to toggle between two parties, placing one of the parties on hold. The toggle feature can be used for internal and external calls.
The rules for consultation hold also apply to the active call. Users cannot toggle between conference calls.
Operating the Feature
Refer to Toggling operating instructions for information on operating this feature (available as electronic documentation for optiset E telephones). For a list of additional Hicom 150 E Office documentation, refer to Table 1-1, List of Available Documentation for Hicom 150 E Office (status May 30, 2000)
Model-Specific Data
Subject |
Pro |
Com |
Point |
One (not for U.S.) |
Start (not for U.S.) |
---|---|---|---|---|---|
Feature available in |
x |
x |
x |
x |
x |
HW requirements |
- |
- |
- |
- |
- |
SW requirements |
Rel. 1.0 or later |
Requirements and Conditions
Configuration Options
This feature does not have to be explicitly configured.
Testing the Feature
Check the feature for error-free functioning as follows:
Step |
Action |
---|---|
1. |
Use the consultation hold feature to set up a second call from a call in progress. |
2. |
You can then toggle between the two parties using *2. |
Definition
Users can transfer an internal or external call to another internal station before the called party answers. The other station can be in the same system or it can be in a networked system (CorNet-N or QSIG [not for U.S.]).
If the requested station is unavailable, the call will remain in a wait state until the line is free (camp on). Only two calls can be transferred to a busy station simultaneously.
A telephone with display at the transfer destination can display the number of either the station initially called or the calling party.
Calls transferred to a station which is call forwarded follow the forwarding mode set at the internal destination.
A call transferred to an external destination over an analog loop start trunk does not recall because the Hicom 150 E does not know the state of the final destination. In this case, a pseudo answer is provided.
Operating the Feature
Refer to Transfer operating instructions for information on operating this feature (available as electronic documentation for optiset E telephones). For a list of additional Hicom 150 E Office documentation, refer to Table 1-1, List of Available Documentation for Hicom 150 E Office (status May 30, 2000)
Model-Specific Data
Subject |
Pro |
Com |
Point |
One (not for U.S.) |
Start (not for U.S.) |
---|---|---|---|---|---|
Feature available in |
x |
x |
x |
x |
x |
HW requirements |
- |
- |
- |
- |
- |
SW requirements |
Rel. 1.0 or later |
Requirements and Conditions
Configuration Options
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This feature does not have to be explicitly configured. |
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A system-wide flag must be set in Hicom Assistant E Office to allow or disallow (default) trunk-to-trunk transfer. |
Testing the Feature
Check the feature for error-free functioning as follows:
Step |
Action |
---|---|
1. |
Set up a call. |
2. |
Activate consultation hold and call another internal station. |
3. |
Hang up the phone to transfer the call to the internal station before the station answers. |
Definition
Users can use screened transfer by initiating a consultation call to an internal user (a third party) after answering a call. After the third party answers, the user can hang up the phone, transferring the call received.
Users can also transfer an internal call to an external destination. The receiving station can be in the same system as the called party, or it can be in a different networked system (CorNet-N). If the requested station is busy and the call is nevertheless transferred, the call camps on until the line is free.
Operating the Feature
Refer to Transfer operating instructions for information on operating this feature (available as electronic documentation for optiset E telephones). For a list of additional Hicom 150 E Office documentation, refer to Table 1-1, List of Available Documentation for Hicom 150 E Office (status May 30, 2000)
Model-Specific Data
Subject |
Pro |
Com |
Point |
One (not for U.S.) |
Start (not for U.S.) |
---|---|---|---|---|---|
Feature available in |
x |
x |
x |
x |
x |
HW requirements |
- |
- |
- |
- |
- |
SW requirements |
Rel. 1.0 or later |
Requirements and Conditions
Configuration Options
This feature does not have to be explicitly configured.
Testing the Feature
Check the feature for error-free functioning as follows:
Definition
A user can combine up to five stations into a conference call.
The user setting up the conference can individually disconnect stations from the conference or release the conference entirely. In addition, the user can also exit the conference without terminating it, even if the conference includes external stations (trunk-to-trunk conference).
If internal stations still remain in the conference, the new conference leader is the user who has been in the conference the longest. If only external stations remain in the conference and no backward release criterion is present (on loop-start trunks), a timer, Time until warning tone, in main station interface transit con, is started; the default time is: 5 minutes. When this timer expires, the remaining stations receive a warning tone and the conference is disconnected after default 10 seconds. This timer, Time from warning tone until release, is variable from 0 to 42 min.
The initiator of the conference is designated as the Conference Master. If the conference master leaves the conference, control of the conference is passed on to the first internal member which was part of the conference.
Members of the conference call can leave the conference by going on-hook or by answering a call waiting. However, they must call the conference master to be added on to the conference once again.
Operating the Feature
Refer to Conference operating instructions for information on operating this feature (available as electronic documentation for optiset E telephones). For a list of additional Hicom 150 E Office documentation, refer to Table 1-1, List of Available Documentation for Hicom 150 E Office (status May 30, 2000)
Model-Specific Data
Requirements and Conditions
Configuration Options
This feature does not have to be explicitly configured.
Testing the Feature
Check the feature for error-free functioning as follows:
Definition
An integrated music source (hardware module) makes it possible to play music for waiting parties during switching operations.
As an alternative, you can use the following optional modules with OfficePoint and OfficeCom (in the U.S., the EXMNA board is included with every Hicom 150 E Office system):
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EXMNA (connection option for an external music source) (for U.S. only) |
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EXM (connection option for an external music source) (not for U.S) |
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MPPI (with music component) (not for U.S) |
All Hicom 150 E Office models allow you to connect an additional MOH device to analog interfaces. Devices other than Genius or Mozart must be connected to a 600-ohm transformer.
As of Release 2.2 SMR-J, six MOH devices can be defined for six possible ITR groups. This means that the analog interfaces used for connection are part of the ITR groups (Section 7.11.1 on Page 7-309).
The EXMNA card limits the level at which MOH can be heard over outside lines and is therefore FCC compliant without external limiters.
Callers hear MOH if in Consultation Hold state, Park state, and in a transfer state if configured. Also, queued callers in an UCD environment can hear MOH if so configured.
MOH can be configured in one of three ways:
1. | No Music on Hold: The held party will only hear silence. |
2. | MOH with ring tone: The held party will first hear MOH during the Consultation process. When a call is transferred to the destination, the MOH is replaced by ringback tone. |
3. | MOH without Ring Tone: The held party will hear MOH until the called party answers the call. |
Model-Specific Data
Requirements and Conditions
Configuration Options
This feature can be configured using Hicom Assistant T or Hicom Assistant E Office.
Configuring the Feature Using Hicom Assistant T
Configure the feature using Hicom Assistant T as follows:
Configuring the Feature Using Hicom Assistant E Office
Configure the feature using Hicom Assistant E Office as follows:
Testing the Feature
Check the feature for error-free functioning as follows:
Step |
Action |
---|---|
1. |
Set up a call. |
2. |
Activate consultation hold. |
3. |
The party on hold receives music from the correct source. |
Definition
For uniform call distribution (UCD), announcement before answering, and DTMF direct inward dialing (DID), users can connect announcement equipment. This announcement replaces music on hold (MOH) in certain situations (such as during hold or while a station is busy or being transferred).
Announcement devices can be connected to analog interfaces, or can be connected using E&M in the OfficePro system. Start/stop control can be implemented using relays and sensors or E&M. Up to 32 stations can be connected to an announcement device.
Both interfaces provide sequenced messages (as opposed to barge-in); however, the E&M interface can advise the announcement device to return to start when the queue is empty. With the SLA interface method, the announcement device must reach the end of its message before returning to start. This can be critical if the message is lengthy.
The following types of announcement are available:
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Recorded Announcement/Music on Hold (MOH) with UCD on page 7-92 |
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Announcement Before Answering on page 7-193 |
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Dual-Tone Multifrequency Direct Inward Dialing on page 7-190 |
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Message Texts/Mailboxes/Message Waiting on page 7-295 |
Model-Specific Data
Configuration Options
This feature can be configured using Hicom Assistant T or Hicom Assistant E Office.
Configuring the Feature Using Hicom Assistant T
Configure the feature using Hicom Assistant T as follows:
Configuring the Feature Using Hicom Assistant E Office
Configure the feature using Hicom Assistant E Office as follows:
Step |
Action |
---|---|
1. |
Configure announcement device Options |
2. |
Connections |
3. |
Announcement device |
4. |
Configure sensors Options |
5. |
Connections |
6. |
Sensors |
Testing the Feature
Check the feature for error-free functioning as follows:
Step |
Action |
---|---|
1. |
Configure announcement device. |
2. |
Assign station and port. |
3. |
Call the configured station. |
4. |
The installed announcement activates. |
Definition
This feature allows users to place a new internal or external call on hold and consult with an existing caller on the same line by placing the existing caller on hold. The consultation call ends when the user retrieves the held call. If the user hangs up instead of retrieving the held call, the held call is transferred or recalled.
If users place an external call on hold and place another external consultation call, they must use the optiset E transfer feature to connect the two calls.
Analog telephones can connect external calls to external stations using the conference feature.
Operating Feature Using Display Telephones
To consult with an internal or external party, the user selects the Consult? prompt and dials the desired destination. If the called party answers, the following choices are available to the consulting party:
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Quit and return |
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Toggle/Connect |
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Conference |
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Transfer |
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Consult |
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Save Number |
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Start Conference |
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Start Transfer |
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Mute On |
The user can further consult with other parties, placing the second on Consultation Hold simultaneously in order to contact a third party. The user can conference the second and third party, exit the conference and return to the first caller.
If the telephone has DSS keys (Repdial keys with internal station numbers assigned to the key), pressing a DSS key while connected to anther party will automatically place that call on Consultation Hold and ring the DSS destination. The Prime Line feature must not be configured in the system.
Operating Feature Using Non-Display and Analog Telephones
Non-display telephone users can also have several calls on Consultation Hold, but must use the Consultation key (or the hookswitch flash in the case of analog telephones) to invoke the feature. Features available to the consulting telephone:
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Conference (*3) |
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Transfer (on hook or Release key) |
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Toggle (*2) |
Related Topics
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Section 7.2.4, Unscreened Transfer, on page 7-11 |
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Section 7.2.5, Screened Transfer, on page 7-14 |
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Section 7.2.6, Conference, on page 7-16 |
Model-Specific Data
Subject |
Pro |
Com |
Point |
One (not for U.S.) |
Start (not for U.S.) |
---|---|---|---|---|---|
Feature available in |
x |
x |
x |
x |
x |
HW requirements |
- |
- |
- |
- |
- |
SW requirements |
Rel. 1.0 or later |
Requirements and Conditions
Configuration Options
This feature does not have to be explicitly configured.
Testing the Feature
Check the feature for error-free functioning as follows:
Step |
Action |
---|---|
1. |
Set up a call. |
2. |
Activate consultation hold. |
3. |
Set up another call. |
4. |
Terminate the second call. |
5. |
Terminate consultation hold by retrieving the first call. |
Definition
A held call that is not answered or a call that was not switched successfully is signaled at the initiating station as a recall. A display telephone at the initial caller's location can display the number of either the switched internal or external station or the number of the destination.
An automatic recall is always carried out if:
1. | A call was parked for a certain period or was placed on common hold and was not answered. The recall occurs when the hold/park timer expires (recall a parked connection). |
2. | An unscreened transfer was placed to a party who did not answer the call within a certain period (recall a transferred/switched trunk). |
3. | An unscreened transfer was placed to a station and the destination did not exist, was busy with a second call, the telephone was defective (in the case of digital telephones) or the transfer type was not allowed (transfer external call to external destination). An immediate recall is carried out in these cases. |
Timer Relationship
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Call Park Recall and Call Transfer Recall have separate timers. |
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The Park timeout and cancellation of hold timer is started when a call is parked in a park location. When the time expires, the call recalls the originator. Default time is 180 seconds. If the originator is busy or in the Program/Service mode, when the timer expires, the recalling party is camped on to the originator, until the current conversation is terminated. Upon going on-hook, the recalling party immediately rings the originator. If the recalling party is an internal station, and has a DSS appearance on the originator's telephone, it will start flashing when the timer expired. |
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If the originator is DND when the time expires, the recall overrides DND and the telephone rings. |
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The Callback timeout for transfer before answering timer is started when a caller is transferred to another destination by an internal user. When the time expires, the call recalls the originator. Default time is 45 seconds. If the originator is busy or in the Program/Service mode when the timer expires, the recalling party is camped-on to the originator, until the current conversation is terminated. Upon going on-hook, the recalling party immediately rings the originator. If the recalling party is an internal station, and has a DSS appearance on the originator's telephone, it will start flashing when the timer expired. |
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If the originator is DND when the time expires, the recall overrides DND and the telephone rings. |
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When a call recalls the originator, the Intercept timeout for recall timer is started. The call will ring at the originator for the length of this timer. When the time expires the call is routed to the configured intercept position. Default is 30 seconds. |
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When an unanswered call is routed to the intercept position, a final timer, Timeout before recall to ATT is activated, is started. The call will ring at the intercept position for the length of this timer. When the time expires, the call is released from the system. Default time is 60 seconds. |
Model-Specific Data
Subject |
Pro |
Com |
Point |
One (not for U.S.) |
Start (not for U.S.) |
---|---|---|---|---|---|
Feature available in |
x |
x |
x |
x |
x |
HW requirements |
- |
- |
- |
- |
- |
SW requirements |
Rel. 1.0 or later |
Configuration Options
This feature does not have to be explicitly configured.
Configuring the Feature Using Hicom Assistant E Office
Although this feature does not have to be explicitly configured, Hicom Assistant E Office permits the recall time to be configured as follows:
Step |
Action |
---|---|
1. |
System parameters |
2. |
Time parameters |
3. |
Dial time during transfer before answer |
4. |
Change in recall time |
Testing the Feature
Check the feature for error-free functioning as follows:
Definition
After the system boots, all analog station ports are set to DTMF dialing. If users need to change an analog station port to dial pulsing, they can use Hicom Assistant T or Hicom Assistant E Office. Users do not need to reset the system after changing the signaling method. The new signaling method is functional immediately.
Model-Specific Data
Subject |
Pro |
Com |
Point |
One (not for U.S.) |
Start (not for U.S.) |
---|---|---|---|---|---|
Feature available in |
x |
x |
x |
x |
x |
HW requirements |
- |
- |
- |
- |
- |
SW requirements |
Rel. 1.0 or later |
Requirements and Conditions
Subject |
Requirement or Condition |
---|---|
Signaling method |
If a dial pulsing signal is detected, the code receiver remains active so toll restrictions are not circumvented. |
Configuration Options
This feature can be configured using Hicom Assistant T or Hicom Assistant E Office.
Configuring the Feature Using Hicom Assistant T
Configure the feature using Hicom Assistant T as follows:
Step |
Action |
---|---|
1. |
Select signaling method |
2. |
14-29 => Select the signaling method for the station |
Configuring the Feature Using Hicom Assistant E Office
Configure the feature using Hicom Assistant E Office as follows:
Step |
Action |
---|---|
1. |
Select signaling method Options |
2. |
Set up station |
3. |
Parameter |
4. |
Flags |
Definition
Users can configure up to six telephones in the Hicom 150 E Office system to carry out switching services. The Hicom Attendant C telephone simultaneously serves as an intercept position and an attendant console (AC). All calls are routed to the AC if direct inward dialing is not available or if no station can be reached via the call allocation algorithms in call management (intercept). The operator then redirects incoming calls to the stations selected. For additional information, see also Chapter 9, Desktop Equipment, Hicom Attendant C"
Users can also configure a PC as the attendant console (PC AC). This specially configured PC is known as Hicom Attendant P and is described in detail in Chapter 9, Desktop Equipment, Hicom Attendant P"
For the layout or assignment of function keys on the optiset E advance plus/comfort, advance conference/conference, and memory telephones, refer to the Hicom Attendant C User Manual for Hicom 150 E Office, optiset E advance plus/comfort, advance conference/conference, optiset E memory (refer to documentation list).
Individual Intercept positions can be configured for day operation and another for night operation. Up to 4 optiset E Key Modules can be connected to the Attendant C telephone.
In general, external calls are directed to Call keys whereas internal calls appear on DSS/Repdial keys on the Key Modules.
Intercept and attendant positions can form Hunt Groups. A hunt group where all members are busy, is not intercepted to the intercept position. The waiting calls remain in the queue.
Calls can be configured system-wide to be intercepted in the following conditions:
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Ring No answer, Busy, Invalid number dialed, Incomplete number, on an unanswered recalls and when an attempt is made to dial from specific stations which have activated CodeLock. |
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In the case of Ring No Answer, the system first checks the Call Management tables for further configured destinations. If there are no none, the call is then diverted to the intercept position. |
CorNet-N
CorNet-N calls can be internal or external depending on their source. If the calling party is an internal station in a remote node, the call is flagged as internal. If the call is from a trunk in the remote node, the call is flagged as external.
Model-Specific Data
Requirements and Conditions
Configuration Options
This feature can be configured using Hicom Assistant T or Hicom Assistant E Office.
Configuring the Feature Using Hicom Assistant T
Configure the feature using Hicom Assistant T as follows:
Step |
Action |
---|---|
1. |
Configure intercept position |
2. |
16-12 => Incoming calls - Intercept, day |
3. |
16-13 => Incoming calls - Intercept, night |
4. |
16-14 => Incoming calls - Intercept mode |
Configuring the Feature Using Hicom Assistant E Office
Configure the feature using Hicom Assistant E Office as follows:
Step |
Action |
---|---|
1. |
Configure intercept position Options |
2. |
System parameters |
3. |
Intercept / Attendant |
Testing the Feature
Check the feature for error-free functioning as follows:
Step |
Action |
---|---|
1. |
Configure the AC. |
2. |
Call a telephone that is off-hook. |
3. |
The call is signaled through to the intercept station. |
Definition
Authorized users and the current intercept position (day or night) can use a code or key to override a call in progress at an internal station. The participating stations are notified of the busy override by an alerting tone and a screen display.
The feature can be invoked during the busy signal or during the camp on state.
During an override condition,
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if the called party goes on-hook, all parties are released. |
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if the party which was connected to the called party goes on-hook, the overridden and overriding parties remain connected. |
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if the overriding party goes on-hook first, the original conversation can continue and the conference bridge is removed. |
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If the called party had activated DND, the conversation will nevertheless be overridden. However, a station authorized to use the Busy Override feature, cannot override a station with DND active and in an idle state. |
Any Voice terminal in the system can be configured for this capability.
A station with Data security (Hicom Assistant T) or Call Waiting rejection (Hicom Assistant E Office) active, cannot be overridden.
CorNet-N
Override cannot be invoked over a CorNet-N link.
Operating the Feature
Refer to Override operating instructions for information on operating this feature (available as electronic documentation for optiset E telephones). For a list of additional Hicom 150 E Office documentation, refer to Table 1-1, List of Available Documentation for Hicom 150 E Office (status May 30, 2000)
Model-Specific Data
Subject |
Pro |
Com |
Point |
One (not for U.S.) |
Start (not for U.S.) |
---|---|---|---|---|---|
Feature available in |
x |
x |
x |
x |
x |
HW requirements |
- |
- |
- |
- |
- |
SW requirements |
Rel. 1.0 or later |
Requirements and Conditions
Configuration Options
This feature can be configured using Hicom Assistant T or Hicom Assistant E Office.
Configuring the Feature Using Hicom Assistant T
Configure the feature using Hicom Assistant T as follows:
Configuring the Feature Using Hicom Assistant E Office
Configure the feature using Hicom Assistant E Office as follows:
Step |
Action |
---|---|
1. |
Configure busy override: Options |
2. |
Set up station. |
3. |
Set parameters on desired extension. |
4. |
Flags |
Testing the Feature
Check the feature for error-free functioning as follows:
Definition
Users can activate an overload indicator (attendant console) for a fixed station (first station port in the system). When the user presses the key, the waiting calls are displayed (key LED). The following signaling types are possible:
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Flashing: Waiting call and busy AC. |
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Flickering: Waiting call was not answered within 30 seconds; there are more calls than can be processed by the attendant consoles. |
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Off: The AC is not overloaded. |
Model-Specific Data
Subject |
Pro |
Com |
Point |
One (not for U.S.) |
Start (not for U.S.) |
---|---|---|---|---|---|
Feature available in |
x |
x |
x |
x |
x |
HW requirements |
Digital subscriber line module |
- |
- |
||
SW requirements |
Rel. 1.0 or later |
Requirements and Conditions
Subject |
Requirement or Condition |
---|---|
Overload indication |
An LED that is already flickering is not reset to flashing. |
Configuration Options
This feature can be configured using Hicom Assistant T or Hicom Assistant E Office.
Configuring the Feature Using Hicom Assistant T
Configure the feature using Hicom Assistant T as follows:
Step |
Action |
---|---|
1. |
Program key for overload: *91 => Enter key programming mode. |
2. |
Press the desired key. |
3. |
Assign the number of calls to the selected key. |
Configuring the Feature Using Hicom Assistant E Office
Configure the feature using Hicom Assistant E Office as follows:
Step |
Action |
---|---|
1. |
Program key for overload: Options |
2. |
Set up station |
3. |
Key programming |
Testing the Feature
Check the feature for error-free functioning as follows:
Definition
A shared transfer switch allows an analog trunk connection to be used for two stations. The switch divides the signal into positive and negative half-waves and assigns each to a station. The network provider (such as Telecom in Germany) installs the shared transfer switch.
Model-Specific Data
Subject |
Pro |
Com |
Point |
One (not for U.S.) |
Start (not for U.S.) |
---|---|---|---|---|---|
Feature available in |
x |
x |
x |
- |
- |
HW requirements |
- |
- |
- |
- |
- |
SW requirements |
Rel. 1.0 or later |
Requirements and Conditions
Subject |
Requirement or Condition |
---|---|
Shared transfer switch |
This feature is for Germany only. |
Configuration Options
This feature does not have to be explicitly configured.
Testing the Feature
Check the feature for error-free functioning as follows:
Step |
Action |
---|---|
1. |
Set up an outgoing external connection. |
2. |
Set up an incoming external connection. |
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Hicom 150 H V1.0 - Hicom 150 E Office Rel.2.0-3.0 Service Manual | Siemens Part No.: P31003-M1550-X403-3-7620 | Conversion Date: 2000-08-24 |
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Contact: E-Doku-Team | © Siemens AG 2001 |