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7.3 Features for General Incoming Traffic

7.3.1 ANI (for U.S. only)

Definition

The ANI feature (automatic number identification) displays the calling party's station number, which is transmitted over analog trunks.

While the phone is ringing, the station number is transmitted by BFSK (binary frequency shift keying) during the first ringing phase. Hicom 150 E Office supports the feature only until the called party lifts the handset. Internally, the system handles ANI data just like an ISDN number.

To run the ANI feature, you must have the ANI4 options board, which is used in conjunction with the TMGL4 trunk board.

Model-Specific Data
Subject 
Pro 
Com 
Point 
One  
(not for U.S.) 
Start  
(not for U.S.) 
Feature available in 
- 
x 
x 
- 
- 
HW requirements 
ANI4 
ANI4 
SW requirements 
Rel. 2.0 or later 

Requirements and Conditions
Subject 
Requirement or Condition 
Country specifics 
Requires country-specific boards or firmware versions. 
Trunk boards 
The trunk boards used must support call charging module assignment GMZ (not for U.S.). 

Configuration Options

This feature does not have to be explicitly configured.

7.3.2 Distinctive Ringing

Definition

Distinctive tones indicate different call types. This enables the user to distinguish between incoming internal and incoming external calls. In ISDN systems, acoustic information is secondary to displays on the screen because different features can have the same ring signaling.

optiset E telephones can individually be configured for 1 of 3 distinctive external call ring cadence.

Internal ring: The internal ring cadence is a repeated signal: 1 second ON, 3 seconds OFF.
External ring: Three distinct cadences are pre-configured to distinguish the type of external call:
Assistant T 
Assistant E 
External call ring cadence 
Type 1 
External Call 
125ms ON/250ms OFF, 
125 ms ON/1500 OFF 
Type 2 
External Call CO 2 
200ms ON/ 100ms OFF 
200ms ON/100ms OFF 
200ms ON/1700ms OFF 
Type 3 
External Call CO 3 
100ms ON/100ms OFF 
200ms ON/100ms OFF 
100ms ON/1900ms OFF 
 
The above external cadences only apply to the optiset E telephones. Analog telephone ring cadences are fixed to the internal ring and to Type 1/External Call ring cadence. 

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 
Country specifics 
Ring signals are country-specific and determined by the approval authorities. 

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.  
Set call signaling (for stations and groups)  
2.  
16-19 => Incoming calls - Ring cadence 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Set call signaling (for stations and groups)  
Options  
2.  
Set up station. 
3.  
Set parameters on desired extension. 
4.  
Flags 
5.  
Change call signaling 
Options 
6.  
System parameters  
7.  
Tones/ring types 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Set call signaling for an internal call. 
2.  
Set call signaling for an external call. 
3.  
Call the station from an internal station. 
4.  
Call the station from an external station. 
You should be able to hear distinctive rings. 

7.3.3 Call Waiting Tone/Call Waiting

Definition

If a caller reaches a busy extension, a call waiting tone sounds to let the called party know that a call is waiting (camped-on). The called party then has the option of answering the call without ending the call in progress.

If the called party has a display telephone, the display also indicates that the camped-on call is waiting.

Ring injection refers to a tone when the call is from an external source.

Call Waiting Tone is used when a call is from an internal telephone. This includes a call from an internal station located in another node, connected via CorNet-N.

If a caller reaches a busy station, busy tone is heard for 5 seconds, and if call waiting is permitted, the busy tone is replaced by ringback tone; at this time, a call waiting tone sounds to let the called party know that a call is waiting.

The called party then has the option of answering the call. If the called party has a display telephone, the display indicates that the camped-on call is waiting. The Call Waiting tone from an incoming internal or external call can be disabled manually by dialing the default access code *87, and re-enabling the tone by dialing #87. Alternatively, display telephones users can press the Program/Service key and scrolling to More Features and selecting Call Waiting tone Off? or Call Waiting tone on?.

The feature can be invoked during a conversation.

Non-display and analog telephones cannot invoke this feature.

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 
Number of waiting calls per station 
16 
16 
16 
16 
16 

Requirements and Conditions
Subject 
Requirement or Condition 
Call waiting rejection 
If a station has activated call waiting rejection (signaling security), a call cannot camp on. 
CorNet-N 
CorNet-N calls are treated like internal calls. 
Group call 
If one or more stations in a group call are free, the call will be offered to them. The other group members are not signaled. If all stations are busy, all of them receive a call waiting signal. 
Speaker call 
Speaker calls to busy stations are not possible. 
Recall 
Recalls of low-priority external calls that cannot be signaled are intercepted. Displaced internal calls are released.  
Silent call waiting 
Users can deactivate the call waiting tone for external calls using a procedure or Hicom Assistant E Office. This setting does not affect signaling on the display. 
Call waiting Tone On/Off 
Individual stations can enable/disable the tone at their station. Default is: Tone On.  
Call Waiting Rejection on 
This station flag prevents any type of call waiting tone to be injected in the conversation. This flag is also called Data Line Security in the Assistant T. When set, this flag will also prevent this station from being overridden. The calling station will only hear busy tone. 

Configuration Options

This feature can be configured using Hicom Assistant E Office.

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Options 
2.  
System parameters 
3.  
Tones and ring types 

Testing the Feature

Check the feature for error-free functioning:
Step 
Action 
1.  
Call waiting for internal calls: 
If an internal station is busy, the calling party receives a busy signal. Five seconds later, the busy party receives a display message indicating that a call is waiting, and the call waiting tone is activated. For the calling party, the busy signal changes to a ring tone. The busy party can answer the call with the "answer call waiting" feature.  
Call waiting for CorNet-N: 
Call waiting is activated immediately. 
2.  
Ring injection: (external calls) 
If a busy internal station receives a call from the public network, the busy station immediately receives a message indicating that a call is waiting. Any ISDN information (CLIP) is displayed on the screen if the calling party has enabled this feature. 

7.3.4 Call Management (CM)

Definition

Call management (CM) determines how incoming calls are to be handled depending on the trunk type and the day and night services. Call management consists of four blocks:

Block 1: Two call allocation tables exist for calls on analog or digital (ISDN) trunks without a direct inward dialing (DID) option (see Figure 7-1). One call allocation table is evaluated during day service, and the other table during night service. For each trunk, these tables contain a reference to further day and night lists. Call management goes directly to these lists when a direct inward dialing (DID) call arrives. In the default setting, DID calls on all trunks that lead to an intercept are signaled at the day or night intercept position. Intercept criteria can also be entered in these tables.

Block 2: A total of three lists exist for day service, internal calls, and night answer (see Figure 7-1). These lists contain references to one of the 70 possible call destination lists.

Block 3: The call destination lists are seven-column table (see Figure 7-2). A row of this table is also referred to as a CM element. The first four columns contain procedures. The stations and groups entered in these columns are called consecutively depending on the call forwarding-no answer (CFNA) time.

The fifth column contains an entry that determines the time until CFNA occurs.

The sixth column contains an entry indicating the night bell type and the telephone that should also be called.

The seventh column defines when the night bell entered in column six should be called (either immediately or after the first CFNA time entered in column five).

Block 4: If group numbers have been entered in the call destination lists, the last call management table handles any additional allocation. This table is provided for hunt groups (linear and circular) and group calls (see Figure 7-2).

Figure 7-1 Call Management Relationships (Blocks 1 and 2)

Figure 7-2 Call Management Relationships (Blocks 3 and 4)

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 
SW requirements 
Rel. 1.0 or later 
Number of call destination lists 
70 
70 
70 
70 
70 
Number of UCD groups 
60 
60 

Requirements and Conditions
Subject 
Requirement or Condition 
Call management 
CM does not treat a station as a call forwarding-no answer destination if its telephone has failed, if the user has activated do not disturb or has activated data protection and is busy, or if the user does not have trunk access (for external calls). 
Call management 
If CM cannot find a station to which it can switch the call, it follows the intercept criteria. 
Group/hunt group 
If no stations in a group or hunt group are available, the call camps on at all telephones in the group. 
Entrance telephone 
Stations that cannot be reached via direct inward dialing (such as entrance telephones) should not be entered as stations to which calls are allocated; otherwise, an intercept will occur. 
DTMF DID 
With DTMF DID/DISA, an analog call can be released before the call forwarding-no answer process has concluded because the system uses fixed timers to prevent the trunks from freezing up. 
Night bell 
If a CM element does not have any entries in the first four columns, the system immediately calls the night bell regardless of the entry in the seventh column. 
Call management 
If a system search is the item in a CM element, the system ignores subsequent entries in this CM element. 
Call management 
If a call can no longer be signaled in the system (due to an AC failure, for example), the system sends a busy signal or releases the call.
Solution: 
Make an entry in the second column of the AC's call destination list. 
System search 
The system searches all stations and: 
Does not follow call forwarding
Skips executive stations
Routes only one call to each station
Ignores call ringing groups

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.  
Call Management - Options  
2.  
16-11 Incoming calls - DID numbers 
3.  
16-12 Incoming calls - Intercept, day 
4.  
16-13 Incoming calls - Intercept, night 
5.  
16-14 Incoming calls - Intercept mode 
6.  
16-14-1 Incoming calls - Intercept mode - On no answer 
7.  
16-14-2 Incoming calls - Intercept mode - On busy 
8.  
16-14-2-1 Incoming calls - Intercept mode - Intercept 
9.  
16-14-2-2 Incoming calls - Intercept mode - Camp on to 
10.  
16-14-3 Incoming calls - Intercept mode - On wrong number 
11.  
16-14-4 Incoming calls - Intercept mode - On incomplete 
12.  
16-14-5 Incoming calls - Intercept mode - On recall 
13.  
16-15 Incoming calls - Hunt/group call 
14.  
16-15-1 Incoming calls - Hunt/group call - Group members 
15.  
16-15-2 Incoming calls - Hunt/group call - Group type 
16.  
16-15-3 Incoming calls - Hunt/group call - Group name 
17.  
16-16 Incoming calls - Call alloc. day 
18.  
16-17 Incoming calls - Call alloc. night 
19.  
16-18 Incoming calls - Call FWD - no ans 
20.  
16-18-1 Incoming calls - Call FWD - no ans - Destination list 
21.  
16-18-2 Incoming calls - Call FWD - no ans - Internal calls 
22.  
16-18-3 Incoming calls - Call FWD - no ans - Ext. calls, day 
23.  
16-18-4 Incoming calls - Call FWD - no ans - Ext. calls, night 
24.  
16-18-5 Incoming calls - Call FWD - no ans - Number of rings 
25.  
16-18-6 Incoming calls - Call FWD - no ans - Night bell, loc. 
26.  
16-18-7 Incoming calls - Call FWD - no ans - Night bell, mode 
27.  
16-19 Incoming calls - Ring cadence 
28.  
16-20 Incoming calls - DID DTMF 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Call management - Options 
Options 
2.  
Incoming calls 

Testing the Feature

Check the feature for error-free functioning as follows
Step 
Action 
1.  
Specify a DID number using CM. 
2.  
Call the number. 
3.  
The desired station rings. 

7.3.5 Call Forwarding-No Answer (CFNA) With a Timeout (Rel. 1.0 or later)

Definition

With this feature, calls arriving at a specific destination are forwarded if they are not answered within a specified period.

Call forwarding-no answer in conjunction with direct inward dialing, call allocation, and internal calls is carried out according to station numbers in call management.

Each call signaled at a station is also signaled at stations in the call ringing group; in other words, the call is forwarded to these stations as well.

This type of forwarding is also referred as Fixed call forwarding-no answer; in that, once the destination has been set in the database, it cannot be activated/deactivated or changed by the end user. The destination can only be changed by maintenance personnel via Hicom Assistant T or Hicom Assistant E Office. Call Forwarding-no answer in conjunction with Direct inward dialing, Call allocation, and Internal calls is carried out according to station numbers in Call Management. Up to three Call forwarding-no answer destinations can be configured in the Call Management tables for the stations. That is, if the initial station has assigned a ring no answer destination, the incoming call forwards to that assigned destination. If in turn this second destination does not answer, Call Management searches for a further destination to route the call.

Call forwarding-no answer chaining is only possible between destinations in the CM tables. That is, if a destination has Call Forwarding (CF) configured on the telephone, the incoming call forwards to this destination, but will NOT forward to a further destination even if that destination is itself forwarded.

A call forward destination can be a voice mail hunt group.

If the last destination in CM is busy, the incoming call does not progress beyond the ringing telephone until the busy telephone becomes idle. At which time, the call is forwarded to the now idle telephone.

The external and internal call ring cadences are carried over from one destination to the other.

Incoming Caller ID (PRI and BRI) is also carried over from one destination to the next. Except if CF external: then Caller ID is not presented, just the original CF number called.

Each call signaled at a station is also signaled at stations in the call ringing group. That is, the calls are forwarded to these stations as well.

CorNet-N

Calls can be forwarded over a CorNet-N link.

Related Topic

Section 7.3.4, Call Management (CM), on page 7-49

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 
Max. no. of CFNA destinations per station no. 

Requirements and Conditions
Subject 
Requirement or Condition 
Call forwarding - no answer 
If the CFNA destination is unavailable and no other call forwarding operation is configured for the trunk, call forwarding-no answer is not carried out. 
External call forwarding 
You can specify whether the system follows an external call forwarding procedure that a station has programmed in the CFNA table. 
External call forwarding 
If you activate external call forwarding-no answer for the entire trunk, the system circumvents internal call management (for more information, refer to the ISDN features CFB and CFNR). 
DISA 
This feature cannot be activated/deactivated or changed by other than the Hicom Assistant T or Hicom Assistant E Office. 
DND 
A secondary destination which has activated DND, will be skipped.  
Analog telephones 
There is no indication at these telephones that the call being presented is a forwarded call. 
Display telephones 
An incoming call to a forwarded telephone displays the prompt: Call from:xxx. Secondary forwarding destinations will display the prompt: Call from:xxx, where xxx is the original destination dialed by the caller. 

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 call forwarding - no answer 
2.  
16-18 => Incoming calls - Call FWD - no ans 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Options 
2.  
Incoming calls 
3.  
Call destination list + Assignment int./ext. calls 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Program call forwarding-no answer for a station. 
2.  
Call the station. 
3.  
The call transfers to the programmed destination at the programmed time. 

7.3.6 Call Forwarding (CF)-Busy and No Answer (Rel. 2.2 or later)

The following call forwarding types are available:

Call forwarding-no answer
If an extension does not answer, the system forwards the call to an answering machine or voice mail system after a programmable period of time.
Call forwarding-busy
Callers who call a busy extension receive a busy signal. The call destination list determines whether the system carries out call forwarding-busy.

The following are special situations:

Group call
A group is always busy if all members of the group are busy.
Hunt group
A hunt group is always busy if all hunt group members are busy.
Free group
A free group is busy if at least one group member is busy and the caller reached the group by dialing the group number.
UCD groups
The system does not check this parameter for UCD groups.
Announcements
This parameter has no effect on announcements.

if a station signals a call and the call forwarding destination is busy, the call remains at the station. The system checks the call forwarding destination repeatedly until the destination is free.

Incoming calls on trunks that do not support busy signaling are forwarded or intercepted.

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. 2.2 or later 
Max. no. of CF destinations per station no. 

Requirements and Conditions
Subject 
Requirement or Conditions 
Call forwarding - no answer 
If the call forwarding destination is unavailable and no other call forwarding operation is configured for the trunk, call forwarding-no answer is not carried out. 
External call forwarding 
You can specify whether the system follows an external call forwarding procedure that a station has programmed in the call forwarding table. 
External call forwarding 
If you activate external call forwarding-no answer for the entire trunk, the system circumvents internal call management (for more information, refer to the ISDN features CFB and CFNR). 
Call waiting 
If a user has activated call waiting, the caller camps on even if the user did not configure busy call forwarding in the local call management table.
If call waiting is not possible for this user and the user has not configured busy call forwarding, the caller receives a busy signal. 

Configuration Options

This feature can be configured using Hicom Assistant T or Hicom Assistant E Office.

Configuring the Feature Using Hicom Assistant T

This feature can be configured using Hicom Assistant T as follows:
Step 
Action 
1.  
Program call forwarding-no answer 
2.  
16-18 => Incoming calls - Call FWD-no ans 
3.  
16-18-8 => Incoming calls - Call FWD on busy 

Configuring the Feature Using Hicom Assistant E Office

This feature can be configured using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Options 
2.  
Incoming calls 
3.  
Call destination list + Assignment int./ext. calls 

Testing the Feature
Step 
Action 
1.  
Program call forwarding-no answer for a station. 
2.  
Call the station. 
3.  
The system forwards the call to the programmed destination after the programmed period of time. 

7.3.7 Call Forwarding (CF)

Definition

Call forwarding (CF) enables users to forward all incoming calls (including speaker calls) to another destination. Call forwarding is based on the station number, regardless of how the call reached the activating telephone. If trunk keys have been configured, users can also activate CF individually for a specific trunk key. The following destinations are possible:

Another subscriber station
The attendant console
An external destination
A voice messaging system
A hunt group
As of Release 2.2 SMR-H (for World excluding U.S.) and Release 1.0 SMR-R (for U.S. only): ACD groups (such as Hicom Agentline Office)/UCD groups

The user is notified when call forwarding is activated. Notification can be in the form of a special dial tone, an indication on the display, or an LED signal.

Outgoing calls can still be made when call forwarding is activated.

End users can choose to forward only external calls or only internal calls. One single access code is used to deactivate any of these choices.

The following are the default feature access codes:

Call forward both internal and external calls: *11
Call forward external calls only: *12
Call forward internal calls only: *13
Call forwarding off: #1

Call forwarding is implemented on a station number basis, regardless of how the call reached the activating telephone. If trunk keys have been configured, CF can also be activated individually for a specific trunk key.

External Destination

The call forward destination can be an external party. Instead of entering an internal station number, enter the trunk access code, followed by the external number. Since it is possible that an incoming external call could be forwarded to an external destination, the system will check whether the combination of trunks can guarantee release supervision. (See table below) If not, a timer is started Time up to warning tone for MSI - transit and default is 300 seconds. When the timer expires, a warning tone is heard by both parties and another timer is started Time between warning tone and release, default of 10secs, after which time the trunks are released.

CorNet-N

Calls can be forwarded over a CorNet-N link.

If a call is forwarded to another node, and it in turn is forwarded back to the originating node, the CorNet-N links will be released, if the function Rerouting is activated.

Incoming Caller ID (PRI, BRI) is passed from one destination to another within the same system. It is not transferred over CorNet-N to a remote node. If a voice mail system is located in a remote mode, and the call is forwarded, the voice mail system will receive the station number of the original called party.

Operating the Feature

Refer to Call Forwarding 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 
Max. no. of simultaneous CFW operations 
150 
50 
20 
20 
20 

Requirements and Conditions
Subject 
Requirement or Condition 
Do not disturb (DND) 
You cannot program CF on a telephone where DND is active. 
Chaining 
Up to five call forwarding procedures can be chained in Release 2.0 and later. 
MSN trunk forwarding 
In Rel. 2.2 and later, any user who has an assigned MSN for direct inward dialing can forward this number to the trunk (the feature must be requested from the carrier). 
Ext. call forwarding 
You can program only one external CF destination key on each telephone. 
Ext. call forwarding 
When dialing external destinations, users must prefix the destination number with the CO trunk group code. 
Prime Line 
If Prime Line (automatic trunk seizure) is active, you must press the extension key before dialing an internal station number. In this case, you need not enter the trunk group code for external destinations.  
Analog telephones 
When using analog telephones, S0 telephones (not for U.S.), and CMI telephones (not for U.S.) telephones, you must wait for a confirmation tone after entering external destinations. 
Appointment, automatic wake-up system 
When an appointment comes due, the reminder does not follow call forwarding. 
CF destination is an ACD/UCD group 
A call is not forwarded to an ACD/UCD group in the following cases: 
A station is a member of a hunt group. If the hunt group is called and a station with CF to an ACD/UCD group is next in line, the call is not forwarded; instead, the next station in the hunt group is called directly.
A station is a member of a group call. If the group is called, the call is not forwarded to the ACD/UCD group.
A station is a member of a group call no answer. If the group is called, the call is not forwarded to the ACD/UCD group. Exception: The first station entered has activated CF to the ACD/UCD group. In this case, the call is forwarded.

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.  
Activate call forwarding (*1).  
2.  
Select the type (1 = all calls, 2 = external calls only, 3 = internal calls only). 
3.  
Call the station.  
4.  
The call arrives at the destination station according to the call forwarding type (all calls, external calls only, or internal calls only). 

7.3.8 Subscriber Groups

Definition

Subscriber groups are preconfigured in the Hicom 150 E Office system. They are provided as a common pool for the following features:

Group call (with or without busy signaling)
Hunt group (linear or circular)
Paging

The type of group determines how the system handles each group. This means that each group can be either a group call or a hunt group. Names can be assigned to the individual groups from the system administration.

Default numbers are provided in the Assistant T and E but can be changed:

General Hunt Group Call default call numbers are 350 to 499.
UCD group default call number are from 440 to 499 (within in the General Hunt Group).

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 
Groups/stations 
150/20 
150/20 
20/8 
20/8 
20/8 

Requirements and Conditions
Subject 
Requirement or Condition 
Call forwarding 
When a call is forwarded to a group, the system ignores call forwarding set by individual members of the group. 
Call groups 
Stations can belong to more than one group. 

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 groups 
2.  
16-15-1 => Incoming calls - Hunt/group call - Called stn no. 
3.  
16-15-2 => Incoming calls - Hunt/group call - Group type 
4.  
16-15-3 => Incoming calls - Hunt/group call - Group name 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure groups 
Options 
2.  
Incoming calls 
3.  
Hunt group 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Call the group. 
2.  
Check whether the subscriber group is ringing. 

7.3.9 Group Call

Definition

Incoming internal and external calls are signaled simultaneously to all the stations in a group. The first station to answer the call is connected to the calling party.

You can implement group call in call management.

Any type of telephone can be used in a Group Call group. The telephones must be located in the same node.

Each Call Group can be assigned a name in database: 16 characters maximum.

The first station to answer the call is connected to the calling party. Subsequent calls are signalled at the remaining idle extensions. When all members are busy, they are signalled with Call Waiting tone. The first member to go on-hook will receive the waiting call.

Operating the Feature

Refer to Answer Group 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)

Feature Interaction

A member of a group can activate DND. This means that the telephone will no longer ring when called through the Hunt Group number or when called directly.

Only display telephones can deactivate/activate Call Waiting Tone (#87/*87). They will not be signalled of a call waiting, but will receive a waiting call when they go on-hook.

Data Line security in Hicom Assistant T (Call Waiting rejection in Hicom Assistant E Office) can be configured for a member telephone. An idle telephone rings when a call enters the group; however, a telephone is not advised of a call waiting, and if it goes on hook and calls are waiting, the telephone does not ring until a "new" call enters the queue.

Individual members of a group can Call forward-all calls on their telephones. With this feature active, the destination telephone becomes part of the group. However, if the first member of the group Call forwards - no answer to an internal destination, all calls to the pilot number of the group are immediately forwarded to that destination. Individual members can be reached by their station numbers, except for the first member. Only the forward destination can reach the first member through its station number.

Displays

Internal calls: At the calling party, the display shows the name of the group assigned via Hicom Assistant T (16-15-3) or Hicom Assistant E Office (Incoming Call -> Hunt Group -> Name). The group members with a display telephone see the station number placing the call Call from: xxx.
External calls: The group members' display will show the calling party number. (same as call to a single station).

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 
Groups/stations 
150/20  
150/20 
20/8  
20/8 
20/8 

Requirements and Conditions
Subject 
Requirement or Condition 
Ext. call forwarding 
If at least one subscriber in a group has activated external call forwarding, you cannot make an unscreened transfer within the group. 
Analog telephones 
The system does not check whether analog telephones are present. As a result, you must log the telephone onto the system by lifting the handset once. 
Intercept 
If the call cannot be signaled at any station, it is intercepted. 
Call waiting 
Busy stations receive call waiting or ring injection if no other stations are available. 
Group call on/off 
Each member of a group call can dial #85 to leave group call and *81 to reenter group call. 
Hunt group 
If a station is active in group call and a hunt group, any changes (such as dialing *81 or #81) apply to both features. 

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 group call 
2.  
16-15-1 => Incoming calls - Hunt/group call - Called stn no. 
3.  
16-15-2 => Incoming calls - Hunt/group call - Group type 
4.  
16-15-3 => Incoming calls - Hunt/group call - Group name 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure group call 
Options 
2.  
Incoming calls 
3.  
Hunt group 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Set up a group. 
2.  
Call the group's station number. 
3.  
The stations in the group should ring. 

7.3.10 Group Call with Busy Signaling

Definition

If a group member is busy, incoming calls to the group receive a busy signal. The call also camps on at the busy station.

This type of group (defined in Hicom Assistant T as Grp call, No answer and in Hicom Assistant E Office as RNA under Type) functions in the similar manner as a Group Call arrangement; that is, when a new call enters an idle group, all member telephones ring. The first member to go off hook, is connected to the calling party.

However, if there are any subsequent calls to the pilot number while one member is busy, the calls camp on to the busy extension. No other telephone in the group is signalled. The other members are nevertheless allowed to place outside calls and to receive calls if their individual station number is dialed.

This type of arrangement is useful where an optiset E is associated with a wireless telephone.

Any type of telephone can be used in a Call Group.

Each Call Group can be assigned a name in database with 16 characters maximum.

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 
Groups/stations 
150/20 
150/20 
20/8 
20/8 
20/8 

Requirements and Conditions
Subject 
Requirement or Condition 
Call waiting rejection 
The call does not camp on if the busy station has activated call waiting rejection. 
Direct inward dialing 
If a station in the group is called directly, the call is signaled at the dialed extension. 
Group 
If an optiset E telephone in the group is defective, the group is treated as though it were busy. 

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 group call 
2.  
16-15-1 => Incoming calls - Hunt/group call - Called stn no. 
3.  
16-15-2 => Incoming calls - Hunt/group call - Group type 
4.  
16-15-3 => Incoming calls - Hunt/group call - Group name 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure group call 
Options 
2.  
Incoming calls 
3.  
Hunt group 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Set up a group.  
2.  
Call the group's station number.  
3.  
The stations in the group should ring. 

7.3.11 Hunt Group

Definition

A hunt group implements a call distribution cycle within a subscriber group. The stations in the hunt group are linked so that a call to the group that reaches a busy member or is not answered is forwarded to the next available station within the group.

The following hunt group options are available:

Circular selection: The search begins with the station after the last station selected. If the call is not answered, it is forwarded to the next station after a timeout (CFNA in call management).
Linear selection: When a call arrives, the search always begins with the first station in the group.

The stations can be reached either by a hunt group number or by the user's station number, depending on the hunt group type.

You can set up hunt groups in call management.

Each Hunt Group can be assigned a name in database with 16 characters maximum.

The stations can be reached either by a hunt group pilot number or by the user's station number, depending on the hunt group.

In the case of a Linear Hunt group, the last member of the hunt can be a pseudo number leading to a voice mail system. The pseudo number is the call number which will be transmitted to the voice mail system. It is also possible to have a call forwarding within the destination list.

One station can simultaneously be a member of two groups. Calls from either group are presented to the agent in the normal manner. If the user has a display telephone, he or she can identify the source of the call by the name assigned to the trunk/trunk group.

Operating the Feature

Refer to Hunt Group 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 
Groups/stations 
150/20 
150/20 
20/8 
20/8 
20/8 

Requirements and Conditions
Subject 
Requirement or Condition 
Call waiting 
If all stations in a hunt group are busy, the call camps on at all stations. 
Call signaling 
If all hunt group stations hang up simultaneously, call signaling begins at all stations that previously had waiting calls. 
Do not disturb (DND) 
If all stations in the hunt group activate DND, a call management procedure handles the call. 
Hunt group 
Stations can belong to more than one group. 
Queue 
If the number of calls directed to the hunt group exceeds the number that can currently be processed, the excess calls are placed in a queue. You can configure an announcement or music to be played for calls placed in the queue (entry in call management before the hunt group). 
Overflow, call forwarding-no answer 
You can use call management to set up an overflow station as a CFNA destination for hunt groups. 
Hunt group on/off 
Each member of a hunt group can dial #85 to leave the hunt group and *85 to reenter the hunt group. 
Group call 
If a station is active in group call and a hunt group, any changes (such as dialing *85/#85) apply to both features. 
Telephone type 
Any type of telephone can be used in a Hunt Group. 
Group call on/off 
Each member of a group call can dial *85 to leave the group call and #85 to join it again. 
CDRC 
Same rules apply as in a normal conversation. Elapsed time of call is assigned to last station which handled the call. 

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 hunt group 
2.  
16-15-1 => Incoming calls - Hunt/group call - Called stn no. 
3.  
16-15-2 => Incoming calls - Hunt/group call - Group type 
4.  
16-15-3 => Incoming calls - Hunt/group call - Group name 
1.  
Set CNFA time 
*9531994 
2.  
16-18-5 => Incoming calls - CFNA - Number of rings 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure hunt group 
Options 
2.  
Incoming calls 
3.  
Hunt group 
1.  
Set CFNA time 
Options 
2.  
Incoming calls 
3.  
Call destination list 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Configure a hunt group. 
2.  
Call the hunt group number. 
3.  
The first station rings. 
If the call is not answered or if the station is busy, the second station rings. 

7.3.12 Leave Group Call/Hunt Group (Stop Hunt)

Definition

Up to and including Release 2.2: An internal extension which is entered in call management as a member of one or more groups can both leave and rejoin all groups by means of a procedure.

As of Release 3.0, members can leave selected groups. If an internal station is a member of more than one group (including MULAP groups), it can leave individual, selected groups or leave all groups, or it can rejoin selected groups or all groups by entering a code, using the service menu or pressing a key.

Operating the Feature

Refer to Hunt Group 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 
Leave all groups 
Rel. 1.0 or later 
SW requirements 
Leave selected groups 
Rel. 3.0 or later 
Groups/stations 
150/20 
150/20 
20/8 
20/8 
20/8 

Requirements and Conditions
Subject 
Requirement or Condition 
User access 
The user must be part of a subscriber group to have access to this feature. 
Default access codes 
The default access codes are #85 to leave the Hunt Group and *85 to rejoin the group. 
DISA 
Users can activate this function from a DISA connection for their station or for other stations (Associated Services). 
Call Management 
If all members of a group invoke the Leave Hunt Group feature, internal callers are diverted to the next Call Management destination, or if not defined, the call receives a busy tone. 
Leave selected groups 
Executive members cannot leave executive MULAP groups.  

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.  
Dial #85 to leave the group. 
2.  
When the group is called, the telephone that left the group does not ring. 

7.3.13 Uniform Call Distribution (UCD)

Definition

With uniform call distribution (UCD), incoming internal or external calls are automatically assigned to the station (agent) idle longest in a UCD group.

If all stations in a UCD group are busy, any additional incoming calls are placed in the queue and then distributed to the group members according to the priority of the call and the length of time it has been waiting. Announcements or music can be played for the waiting callers.

Users (agents) can log on from any telephone by entering an ID. After logging on, the agent is available and is permanently assigned to that telephone until logged off. The assignment is retained even after a system reset.

The UCD group can be forwarded (night answer for UCD).
 
UCD groups are handled differently from the Call/Hunt Groups in the system call processing.  

There are 150 Subscriber groups in the system. Of which, 60 can be UCD groups. The default access pilot numbers are 440 to 499.

The Pilot number can be changed but it must be a unique number, up to 6 digits in length. A name can be given to each group, with up to 16 characters each.

The agents states are maintained in the event of a power failure.

Agents

Any type of telephone can be part of a UCD group. Analog connections can also be used for remote agents (teleagents).

A UCD group contains agents that belong to a work group. Agent indexes are associated with each of the UCD groups. Each index contains up to 32 agent IDs. A maximum of 150 agents can be active simultaneously in the system. Accordingly, 150 fixed agent IDs can be assigned to one of up to 60 UCD groups. An ID can only be assigned to one group. Several IDs can be assigned to one agent, permitting the agent to work in more than one UCD group; however, the agent can only be active in one group at a time.

Certain system features are only available to UCD members.

An agent can logon/logoff from any optiset E or analog telephone connection in the system using an ID. The agent is available after logon, and is permanently assigned to this device until logoff. An agent can only be logged on from one device at a time and only one agent can be logged on per device. Each agent is assigned to one work group only. After logging off, the agent is no longer available for UCD calls.

At logon, this assignment to the UCD groups is checked. The port to which an agent logs on is stored in the non-volatile memory in order to retain the assignments should the system be reset.

Agent Indexes are defined in the following manner:

Hicom Assistant E Office: Options ->Incoming Calls ->UCD groups ->members.
Hicom Assistant T: 31-1.

Operation

With uniform call distribution (UCD), an incoming internal or external call is assigned to the station idle longest in a UCD group.

Incoming calls are routed to the UCD group using one the following:

Ring Announcement table
DID
Call Management table
auto-attendant application
station transfer

Prim. Ring cycles is the time the system places an unanswered call in an unavailable state before the next available agent is offered the call.

If the overflow queue timer expires before an agent is available, the call can be directed to another UCD group, a station, voice mail, or an external destination. If the overflow target is another UCD group, the caller remains in queue in the original group and is also be placed in queue in the overflow queue. Overflow targets are configured using the Call destination table.

A numeric threshold value can be assigned to each group. If the number of calls in queue equals the threshold value, the call overflows.

The UCD group can be forwarded (night answer for UCD).

Additional Parameters per Group

If all agents in a group are busy, each group can independently determine the length of time a caller will remain queued to one group. At the end of which, if no agent has answered the call in the first group, the call simultaneously is presented to the secondary group (if configured) for another predetermined time. The time is set by the number of ring cycles. The number of ring cycles can be set from 1-120, in both groups.

Each group can independently set the maximum number of queued calls; in the first group the maximum is 30, whereas, in the last group, the maximum is 72. These totals include internal and external calls. If more calls attempt to call the UCD groups, they are presented with busy tone, or diverted to voice mail, depending on the call management destination list.

Each group can be configured for calls to be automatically answered by agents: Automatic Incoming UCD Call Connection (AICC).

Each group can specify if the announcements change once or if they are cyclical. If the selection is Once, the announcements are presented to the callers once, as they are configured. If the selection is Cyclic, the last announcement and the second to last announcement in the configuration are repeated cyclically.
 
Each group can specify an overflow time. This time is only used to monitor a forwarded call to a remote UCD application.  

Each group can specify the delay time before a queued call is switched to the recorded announcement device. The value for this timer is 0-600 seconds. Every call to an UCD Group gets an announcement. If no announcement device is configured, the internal MOH is sent to the calling party. To suppress the announcement, the delay should be configured to the maximum value, assuming that the call will be answered within this time.

Feature Keys/Codes

Agents using display telephones can program vacant keys with the following UCD functions:

Table 7-1 UCD Feature Key Options

 
Default access codes 
LED state when feature is ON 
Log on/off 
*401/#401 
Lit 
Available/Not available 
*402/#402 
Lit 
Work on/off 
*403/#403 
Lit 
UCD Night On/off 
*404/#404 
Lit 
Calls in Queue 
*405 
N/A 

Otherwise, agents can dial the access code from an idle state or press the Program/Service key during a conversation and scroll to and select UCD and scroll to the UCD feature to activate/deactivate.

Non-display and analog telephones must dial the access codes from an idle state or during a conversation after putting the caller temporarily on Consultation Hold and dialing the access code. To return to the call, the agent must press the Consultation key once again, or do a hookswitch flash in the case of an analog telephone.

Model-Specific Data
Subject 
Pro 
Com 
Point 
One  
(not for U.S.) 
Start  
(not for U.S.) 
Feature available in 
x 
x 
HW requirements 
SW requirements 
Rel. 1.0 or later 
Rel. 2.2 SMR-J or later 
UCD groups 
60 
60 
10 
UCD agents 
Max. 150 
Max. 150 
Max. 150 
ID numbers 
150 
150 
150 
Agents per station 

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 call distribution 
2.  
31-1 => UCD - Group assignment 
3.  
31-2 => UCD - Group parameters 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure call distribution 
2.  
Incoming calls 
3.  
UCD groups 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Call the UCD group. 
2.  
The logged-on agent who was idle the longest receives the call. 
3.  
If all agents are busy or unavailable, the call is placed in a defined queue. 

Note

Refer to Section 8.44 "Call Distribution in Hicom 150 E Office With Hicom Agentline Office".

7.3.13.1 UCD Queues

Definition

If all stations (agents) in a UCD group are busy, incoming calls are placed on hold and entered in a queue.

Agents of a UCD group can display the number of calls in the queue for their UCD group. Waiting parties in the queue can receive an announcement or music on hold.

To display the number of UCD calls in queue, users with display telephones can program a feature key or during a call, press Program/Service, scroll to and select UCD?, and scroll to and select the wanted feature. Alternatively, during a conversation, users can press the Program/Service key and dial the access code.

Non-display and analog telephone users must dial the access codes from an idle state or, if during a conversation, they must temporarily put the calling party on Consultation Hold by pressing the Consultation key followed by the access code. Or, in the case of an analog telephone, a hookswitch flash must be performed.

Non-display telephones (optiset E) can have buttons on the telephones programmed for specific features; however, this can only be done via Assistant E.

Model-Specific Data
Subject 
Pro 
Com 
Point 
One  
(not for U.S.) 
Start  
(not for U.S.) 
Feature available in 
x 
x 
HW requirements 
SW requirements 
Rel. 1.0 or later 
Rel. 2.2 SMR-J or later 
Queues per UCD group 
Number of calls in queue (per UCD group) 
30
for UCD groups 1 to 59, 
72
for UCD group 60 

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 UCD queue 
2.  
31-2-1 => UCD - Group parameters - Announcem. device 
3.  
31-2-2 => UCD - Group parameters - Wait times 
4.  
31-2-3 => UCD - Group parameters - Call cycles 
5.  
31-2-4 => UCD - Group parameters - Auto. incoming call connection 
6.  
31-2-5 => UCD - Group parameters - Waiting calls 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure UCD queue 
2.  
Incoming calls 
3.  
UCD groups 

Testing the Feature

Check the feature for proper functioning as follows:
Step 
Action 
1.  
Call the UCD group when all stations are busy. The system plays an announcement or music on hold. 

7.3.13.2 UCD Call Prioritization

Definition

Within the queue, incoming internal and external calls for the UCD group are prioritized according to call type.

The system distributes waiting calls to the UCD group according to priority and then the length of time they have been waiting. In other words, a high-priority waiting call is answered before a low-priority call that has been waiting longer.

In the case of trunk circuits, the priorities are assigned according to trunk (per B channel).

A priority of 1 to 10 is allocated for the classification of internal calls. The system then distributes the queued calls to the UCD group according to the priority and queue time; that is, a queuing call with a high priority can be answered sooner than a call queuing for a longer time but with a lower priority. With trunk circuits, the system assigns priorities on a per trunk basis (per B channel). The system evaluates incoming calls for a UCD group by the priority established.

Priority levels are set in Hicom Assistant E Office. The Internal call priority is also established on the Hicom Assistant E Office Priority screen, under Priorities for internal calls (refer to Configuring the Feature Using Hicom Assistant E Office).

Model-Specific Data
Subject 
Pro 
Com 
Point 
One  
(not for U.S.) 
Start  
(not for U.S.) 
Feature available in 
x 
x 
HW requirements 
SW requirements 
Rel. 1.0 or later 
Rel. 2.2 SMR-J or later 
Priority levels 
10 
10 
10 

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.  
Set call priority 
2.  
31-4 => UCD - External call priority 
3.  
31-5 => UCD - Internal call priority 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Set call priority 
2.  
Incoming calls 
3.  
UCD parameters 

7.3.13.3 UCD Subscriber States

Definition

After a user (agent) logs onto the system, the current status of the UCD station where the agent logged on appears on the display. The following states are possible:

Available: UCD calls are signaled to the UCD group member (agent).
Unavailable: The UCD member (agent) has logged off from the workstation (to take a break or leave the group).
Work time: The user (agent) needs time to process a UCD call.
Autowork time: The member (agent) is automatically removed from the UCD group for a certain period after processing a call.
UCD incoming call: The member (agent) is processing a UCD call (even after transfer).
Non-UCD internal call: An internal non-UCD call is in progress.
Non-UCD external incoming call: An external non-UCD call is in progress.
Non-UCD external outgoing call: The member (agent) is engaged in an outgoing external non-UCD call.
Removed: The telephone has physically failed.

Members (agents) can log off when they have completed their work and are no longer available. They can still be reached directly via their direct inward dialing (DID) number.
 
The above list of UCD subscriber states do not represent the actual display prompts on the telephone.  

After a user logs onto the system, the status of the UCD station is automatically set to Available. The display prompt confirms this status. Whenever the agent changes states, the change is displayed; however, the highest priority display (Available/not available) appears and remains on the display.

Model-Specific Data
Subject 
Pro 
Com 
Point 
One  
(not for U.S.) 
Start  
(not for U.S.) 
Feature available in 
x 
x 
HW requirements 
SW requirements 
Rel. 1.0 or later 
Rel. 2.2 SMR-J or later 

Requirements and Conditions
Subject 
Requirement or Condition 
Do not disturb (DND), call forwarding (CF) 
Members (agents) who activate DND or CF are logged off. 
Call forwarding-no answer (CFNA) 
If a member (agent) does not accept a call, the system automatically treats the member like an unavailable agent when CFNA is activated. 

Configuration Options

This feature does not have to be explicitly configured.

7.3.13.4 Leave UCD Group

Definition

Members (agents) can temporarily leave a UCD group (for breaks, and so on) but still remain logged on to the UCD group. The system continues to signal direct calls to this agent. If necessary, the agent can send a message to any station, for instance to ask for help.

When an agent logs on to the group, the agent is immediately and automatically placed in the "available" state and can start processing calls.

The default access codes for this feature are:

Not available: #402
Available: *402

Display telephones can program Feature keys Available/Not available on the optiset E. Non-display telephones can have a key programmed using Hicom Assistant E Office.

Operating the Feature

Refer to Call Distribution 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 
HW requirements 
SW requirements 
Rel. 1.0 or later 
Rel. 2.2 SMR-J or later 

Requirements and Conditions
Subject 
Requirement or Condition 
Call forwarding-no answer (CFNA) 
CFNA is activated when all members (agents) have left the UCD group. 

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.  
Enter the code for leaving the UCD group at a station in the group. 
2.  
Calls for the UCD group are no longer signaled at that station. 

7.3.13.5 Work Time

Definition

With this feature, UCD members (agents) can temporarily prevent calls from being assigned to their workstations. This allows them to leave the UCD group for short periods to complete paperwork following a call. The agent is still logged on to the UCD group. Calls to the UCD group bypass any workstation that has this feature activated.

In addition, members (agents) can activate autowork time. In this case, the agent is automatically removed from the UCD group for a certain period after processing a call.

The Autowork flag is system-wide flag. It is configured in Assistant E: Options ->Incoming Calls ->UCD parameters ->Automatic wrap up time.

The automatic wrap up time is variable up to 100 seconds, in steps of 5 seconds (ring cycle). At the end of the automatic wrap up time, the agent is placed back in the group.

An agent in the Work state can still be called by dialing the station number.

Operating the Feature

Refer to Call Distribution 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 
HW requirements 
SW requirements 
Rel. 1.0 or later 
Rel. 2.2 SMR-J or later 

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 work 
2.  
31-3 => UCD - Work time 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure work 
2.  
Incoming calls 
3.  
UCD parameters 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Configure the work time. 
2.  
Set up a call. 
3.  
Terminate the call. 
4.  
Call the UCD group again.
No calls are signaled to the UCD station for the configured work time. 

7.3.13.6 Recorded Announcement/Music on Hold (MOH) with UCD

Definition

This feature allows customers to play a greeting message (announcement before answering) to internal callers (as of Release 2.2 SMR-H [for World excluding U.S.] and Release 1.0 SMR-R [for U.S. only]) or external callers while they are being switched. Trunk-by-trunk assignment of announcement devices is possible.

With UCD, music and/or further announcements can be played to callers if they cannot be switched immediately. These announcements (or music) can be played in any order (up to seven) until a group member (agent) becomes available.

It is possible to play music on hold or announcements from a connected external announcement device using the following types of devices:

Devices that always start at the beginning of the message when activated (such as greeting messages).
Continuous playback devices (for announcements and music on hold).

The announcements can be assigned to each UCD group individually.

The OfficePro supports access for 16 unique announcements and one MOH source. The OfficeCom supports 4 announcements and one MOH source. Each UCD group can be configured with up to 7 announcement steps. A unique announcement and the duration of the announcement can be defined for each step. The time is defined as ring cycles, that is in increments of 5 seconds. The announcement script can be configured to play a single time or continue to cycle until the call is answered; this is configured in the UCD group parameter Announcement change.

Analog ports can be configured as a digital announcer interface. E&M Tie line ports can also be used in the OfficePro as the interface to the digital announcer.

The STRB option board can be used in the OfficeCom to control the start of the external announcement device in lieu of the contacts on the TIEL circuit card in the OfficePro.

Announcement devices are configured with a start time and a listen duration time. Music on Hold devices are endless loop type recordings with continuous play attributes. Up to 32 parties held in queue can hear an announcement.

The Announcement Delay Time parameter is used to configure the delay before a queued call is switched to the recorded announcement device (allowed value 0-600 seconds). Each call to an UCD Group gets an announcement. If no announcement device is configured, the internal MOH is sent to the calling party. To suppress the announcement, the delay should be configured to the maximum value, assuming that the call will be answered within this time.

For more information, refer to Music on Hold (Internal or External Source) on page 7-19.

Model-Specific Data
Subject 
Pro 
Com 
Point 
One  
(not for U.S.) 
Start  
(not for U.S.) 
Feature available in 
x 
x 
- 
- 
- 
HW requirements 
Free analog subs. ports
TIEL 
EXM, MPPI (not for U.S.), free analog subs. ports 
SW requirements 
Rel. 1.0 or later 
Rel. 1.0 or later 
Rel. 2.2 SMR-J or later 
Ann. devices 
16 
Max. no. of announcements per group 

Requirements and Conditions
Subject 
Requirement or Condition 
Seven announcements per group in OfficeCom 
Although only four announcement devices can be connected to OfficeCom, seven announcements can be used per group by connecting an individual announcement device or combining the four devices. 

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 announcement 
2.  
25-1 => Announcement device - Announcement device 
3.  
25-2 => Announcement device - Announcement type 
4.  
25-3 => Announcement device - Announcement before answering 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure announcement 
Connections 
2.  
Announcement 
3.  
Announcement device 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Announcement devices connected to SLA boards are called directly (announcement and music on hold only). 
Announcements via TIEL connections can be tested only if they have been registered as a wait queue for UCD or as an announcement for announcement before answering.  
2.  
If announcement devices are connected to SLA boards, the corresponding announcement or music on hold must be played.  
If they are connected to a TIEL board, the announcement must be played when an ACD/UCD group is called. 

7.3.13.7 Overflow With UCD

Definition

If a call in the queue is not answered within a specific period, the agent is switched to unavailable mode and the call is transferred to the next available UCD member (agent). The call is forwarded to an overflow destination (CFNA destination) only if all UCD agents are unavailable. Users can specify the destination and time in call management.

Users can also define a maximum number of waiting calls. If this maximum limit is exceeded, any new calls are forwarded to the overflow destination.

The overflow destination can also activate external call forwarding.

The overflow destination can be a voice mail system. The number forwarded to the voice mail system is the original called party's number.

Model-Specific Data
Subject 
Pro 
Com 
Point 
One  
(not for U.S.) 
Start  
(not for U.S.) 
Feature available in 
x 
x 
- 
- 
HW requirements 
SW requirements 
Rel. 1.0 or later 
Rel. 2.2 SMR-J or later 
Overflow per group 

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 overflow with UCD 
2.  
16-18-1 to 16-18-7 => Incoming calls - Call FWD-no ans 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure overflow with UCD 
2.  
Incoming calls 
3.  
Call destination lists 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Do not answer a call to the UCD group. 
After the call forwarding-no answer time has expired, the call is signaled at the overflow destination. 

7.3.13.8 Automatic Incoming Call Connection (AICC) With UCD

Definition

This feature allows members (agents) to answer incoming calls without performing any operator actions. To do this, the member must have a headset and an enable key on the telephone. A tone in the headset lets the UCD member know that a call has arrived, and the call is then automatically switched through.

Automatic incoming call connection (AICC) can be configured separately for each UCD group. This feature activates automatically if a headset is detected or configured at a station.

Automatic incoming call connection (AICC) can be configured separately for each UCD group and applies to the whole group. Using Hicom Assistant T or Hicom Assistant E Office, stations must be individually configured for headset operation; however, if the Hicom 150 E system detects a headset adapter, the system automatically sets the headset flag in the database. AICC activates automatically if a headset is detected or configured for a telephone. The headset flag is set in the Set up Station tab in the Assistant E.
 
The system routes calls to agents configured for AICC whether there is a headset physically connected or not.  

Model-Specific Data
Subject 
Pro 
Com 
Point 
One  
(not for U.S.) 
Start  
(not for U.S.) 
Feature available in 
x 
x 
- 
- 
- 
HW requirements 
SW requirements 
Rel. 1.0 or later 
Rel. 2.2 SMR-J or later 
General requirements 
optiset E, headset, release key 

Requirements and Conditions
Subject 
Requirement or Condition 
Analog telephones 
Analog stations cannot use this feature because the system cannot guarantee that a telephone is physically connected to the port. 
Display telephones 
A brief tone is heard in the headset, signalling to the agent that a call has arrived, and the call is answered automatically. 

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 automatic incoming call connection 
2.  
31-2-4 => UCD - Group parameters - Auto. incoming call connection 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure automatic incoming call connection 
Option 
2.  
Incoming calls 
3.  
UCD groups 

7.3.13.9 UCD Night Answer

Definition

UCD groups can activate a group-specific night answer independent of system night answer. If agents have activated the night answer feature for their own UCD group, all calls for this group are routed to the appropriate UCD night station.

Each user can activate or deactivate group-specific night answer. All users remain logged on after night answer has been activated. If system night answer is active simultaneously, it has priority, and call management follows it.

Operating the Feature

Refer to Call Distribution 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 
HW requirements 
SW requirements 
Rel. 1.0 or later 
Rel. 2.2 SMR-J or later 

Requirements and Conditions
Subject 
Requirement or Condition 
Agent status 
If you activate the night answer feature, your current status does not change. 
System night answer 
UCD night answer can be activated independently of system night answer and vice versa. If a call reaches a UCD group by way of system night answer, the call remains in the UCD group independently of UCD night answer. 
Group-specific night answer destination 
The group-specific night answer destination can be an internal, external, or any other UCD group. 
Calls currently being processed 
Calls that are being processed during activation of UCD night answer are not affected. 

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.  
Activate UCD night answer. 
2.  
Call the UCD group. 
3.  
The call arrives at the UCD night station. 

7.3.13.10 UCD Group Status Display (Calls in Queue)

Definition

Users can use a procedure or code to display the number of calls waiting in the queue.

Users can program a feature button on the optiset E for this feature.

Operating the Feature

Refer to Call Distribution 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 
HW requirements 
Digital subscriber line module 
SW requirements 
Rel. 1.0 or later 
Rel. 2.2 SMR-J or later 
General requirements 
optiset E with display 

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.  
With a UCD station logged on, use a code or procedure to display the number of calls waiting in the queue. 
2.  
The number of calls in the queue is displayed. 

7.3.13.11 UCD Home Agent

Definition

Users can integrate an off-premises extension (analog telephone) into the UCD group as a home agent.

The off-premise station (OPS) telephone is configured in Call Management.

Model-Specific Data
Subject 
Pro 
Com 
Point 
One  
(not for U.S.) 
Start  
(not for U.S.) 
Feature available in 
x 
x 
HW requirements 
SW requirements 
Rel. 1.0 or later 
Rel. 2.2 SMR-J or later 

Requirements and Conditions
Subject 
Requirement or Condition 
UCD 
Only the most important functions are accessible via codes (logon, work, unavailable). 

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 call distribution 
2.  
31-1 => UCD - Group assignment 
3.  
31-2 => UCD - Group parameters 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure call distribution 
2.  
Incoming calls 
3.  
UCD groups 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Configure an UCD home agent. 
2.  
Call the UCD group. The call is signaled at the home station. 

7.3.13.12 Transfer to UCD Groups

Definition

Internal and external calls can be transferred to a UCD group. If the call is not answered within a certain period, a recall is carried out. This time is fixed and cannot be changed.

Announcements can be played for the external transferred calls.

Internal calls transferred to a UCD group also hear the announcements as of system release N-Bind.

Model-Specific Data
Subject 
Pro 
Com 
Point 
One  
(not for U.S.) 
Start  
(not for U.S.) 
Feature available in 
x 
x 
HW requirements 
SW requirements 
Rel. 1.0 or later 
Rel. 2.2 SMR-J or later 
Max. number of UCD groups 
60 
60 
10 

Requirements and Conditions
Subject 
Requirement or Condition 
Announcements 
Internal transferred calls do not receive announcements. 
Recall 
The recall time for transferring calls to UCD groups is longer than for other stations. 

Configuration Options

This feature does not have to be explicitly configured.

7.3.14 Silent Monitoring (for U.S. Only)

Definition

An authorized user can monitor a call in progress at any internal station without the other party's knowledge.

One user in the system can be authorized to use this feature. This feature allows the authorized station to barge into a conversation between two internal parties or between an internal party with an external party and monitor the conversation without the called parties' knowledge. This feature is typically used by an UCD/ACD supervisor to monitor the level of quality of an UCD/ACD agent during a training period.
 
Some states require that the outside caller be advised that the call may be monitored. 

The monitoring station can only be an optiset E telephone; monitored telephones can be of any type.

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 
HW requirements 
SW requirements 
Rel. 1.0 or later 

Requirements and Conditions
Subject 
Requirement or Condition 
Silent monitoring 
For U.S. only. 
Silent monitoring 
The call can be overridden only using code *944 + station number (not from a menu).  
Signaling 
The call is not signaled at the overridden station (no display, no alerting tone, no sound). 

Configuration Options

This feature can be configured using Hicom Assistant T.

Configuring the Feature Using Hicom Assistant T

Configure the feature using Hicom Assistant T as follows:
Step 
Action 
1.  
Configure silent monitoring  
2.  
22-19-3 => System settings - Monitoring 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Set up a call. 
2.  
An internal station overrides another station. 

7.3.15 Do Not Disturb (DND)

Definition

Users can activate do not disturb (DND) on their stations so that no incoming calls are put through.

A user who has activated DND hears a special dial tone after lifting the handset. When the feature is active, the message Do not disturb is also displayed on optiset E telephones with display. On all other optiset E telephones, the station LED indicates a busy state.

The attendant console, night station, or any authorized station can override DND. In this case, the caller first hears a busy signal after dialing the number. The call is then signaled to the station that has activated DND. If the station has activated the ringer cutoff feature, the call is signaled visually only. If the station with do not disturb activated is engaged in a call, the incoming call is signaled as call waiting.

A caller who dials a telephone with DND activated receives a busy signal and is not allowed to camp on.

The Flags screen is one of three screens in the System Status pathway of the Hicom Assistant E Office that provides station-specific (rather than system-specific) status information. You can use the Flags screen to see if a station has activated DND or not.

Operating the Feature

Refer to Do Not Disturb 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).

Display Telephones
From an idle state, the user dials the default access code *97; the display confirms the action with the prompt Do Not Disturb on. The prompt remains on the display as a reminder to the user. Furthermore, when the user goes off hook, he or she hears a broken dial tone as a further reminder. To cancel DND, the user dials the default access code #97; the action is confirmed by the display prompt Do not disturb off.
The user can also program a button on the telephone to activate/de-activate the feature. The LED remains on as long as Do not disturb is active on that telephone.
The user can also activate/deactivate the feature while engaged in a conversation by pressing the Program/Service key followed by the access code. This will have no effect on the current call, nor will it have any effect on any call camped-on prior to the activation of DND. Those camped on calls will be presented to the user. However, any call which attempts to camp on after DND is activated, is denied.
Non-Display and Analog Telephones
From an idle state, the user dials the default access code *97; the action is confirmed by an acknowledgment tone. When the user goes off hook, he or she hears a broken dial tone as a further reminder. To cancel DND, the user dials the default access code #97; the action is confirmed.
As with display telephones, the user can activate/deactivate the feature while engaged in a conversation by pressing the Consultation key (or a hook switch flash in the case of an analog telephone), followed by the access code. To return to the call, the user presses the Consultation key once again.

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 
AC, night station 
The AC and night station cannot activate DND. 
Call forwarding 
You cannot specify DND if call forwarding is active on the same telephone. 
Call forwarding 
You cannot activate call forwarding to a telephone with DND. 
Callback 
If a callback is initiated to a station with DND activated, the callback is not executed until DND is deactivated. If the subscriber with DND activated initiates a callback, this will override the DND function. 
Appointment, automatic wake-up system 
If a station has set an appointment and activated DND, an audible signal is sent to the telephone when the appointment comes due. 
DISA 
The feature can be activated by users for their own stations, or can be activated by one user for another (Associated Services). 

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.  
Activate do not disturb (*97). 
Do not disturb appears in the display. 
2.  
Call the station with DND activated. You should hear a busy signal. 

7.3.16 Ringer Cutoff

Definition

If this feature is activated by an optiset E station with display, incoming calls are signaled with a brief alerting tone and then shown in the display only.

The Flags screen is one of three screens in the System Status pathway of the Hicom Assistant E Office that provides station-specific (rather than system-specific) status information. You can use the Flags screen to see if a station has activated Ringer Cutoff or not.

Operating the Feature

Refer to Do Not Disturb 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 
General requirements 
optiset E with display 

Requirements and Conditions
Subject 
Requirement or Condition 
Ringer cutoff 
You can only activate this feature for optiset E telephones with display. 
Appointment, automatic wake-up system 
If a station has activated ringer cutoff and an appointment comes due, it is signaled audibly. 

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.  
Activate the feature (*98). 
Ringer cutoff appears in the display. 
2.  
An incoming call is audibly signaled once; then it is displayed on the screen only. 

7.3.17 Caller List/Station Number Storage

Definition

Unanswered calls to an optiset E telephone can be automatically stored in a chronological caller list. The time of each call is specified, and the user can dial the entered callers directly.

Users can also manually store incoming and outgoing calls in the caller list.

You can program a system parameter so that the telephone also automatically stores external calls that were answered. Because the parameter is system-wide, this setting applies to all caller lists in the system.

Each new entry can be automatically indicated by an LED. In addition, unanswered entries can be displayed on the screen by pressing a preprogrammed key. The LED is deactivated as soon as the user retrieves the list.

On telephones with a 2-line display, the oldest entry is displayed first.

This feature is valid only for display telephones.

By default, the feature is active for all telephones and stores all incoming internal and incoming external ISDN calls (which have caller ID information from the CO). Any station can be prohibited from using the feature by changing the station default. Also, a system-wide flag can change the Caller List mode to store only external call information instead of internal and external.

The Caller List operates in a first-in-first-out (FIFO) manner. If the List is full, and another call rings in, the oldest call in the list is deleted, and so on.

Operating the Feature

Refer to Caller List 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).

Using 2-line display telephone
The time stamp of a call can be viewed by selecting the prompt Time/Date sent?. A name is provided, if available, by selecting the Name? prompt.
If a party has called several times, the number of calls from that party will be displayed. Once the party has been dialed, the call proceeds as a normal call.
The user can also delete any entry by selecting the Delete prompt. When there are no more entries, the display confirm by List is empty.
One entry, or all calls from one party, can be removed manually (Delete), or the entry is automatically removed when the called party answers.
The user can also manually save a dialed destination number: during the call, the user scrolls to Save Number or presses the Program/Service key and scrolls to Save Number. If the user programmed a button for this function, the LED lights.
The LED of the feature button is extinguished whenever the user accesses the Caller List, whether there are still calls in the list or not.
 
An outgoing number saved by the user, cannot be automatically deleted; the user must manually do so. These outgoing numbers are identifiable by the digit zero in the field for the number of calls; the digit is set to zero.  

If the user is part of a Hunt Group or Call Group, the user can view unanswered calls to his or her number and to the Group number, whether the telephone rang or not. To view these calls, the user presses the Next prompt on the telephone: the display shows calls to his or her personal number and if any, calls to the group name. Further selecting Next, scrolls through the Group's unanswered numbers.
optiset E memory telephone
The procedure is the same for a memory telephone, except that the displays provides a view of the first five calls received or sent before scrolling is necessary.
In lieu of using the dialog keys, the memory telephone user can use the buttons located on the keyboard for Dial, Card, Del. and End.
If the user is part of a Hunt Group or Call Group, the user can view unanswered calls to his or her own number and to the Group number, whether the telephone rang or not. The + symbol in the display prompt in the Caller List (for example, ....for xxx +) indicates that there are more calls than shown in the display. To view these calls, the user presses the Down arrow on the keyboard: the display shows the additional calls to the personal number or calls to the name of the group, if any. Continuing to push the Down arrow, returns the caller to the personal Caller List.

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 
UP0/E stn. 
UP0/E stn. 
UP0/E stn. 
UP0/E stn. 
UP0/E stn. 
SW requirements 
Rel. 1.0 or later 
General requirements 
optiset E telephone with display 
Subscriber group 
Maximum of 10 entries 
Lists/entries 
650/10 
650/10 
100/10 
100/10 
100/10 

Requirements and Conditions
Subject 
Requirement or Condition 
Analog trunk 
Only calls with a station number or a name are recorded (calls on analog trunks are not recorded). 
Power failure 
The entries are deleted in the case of a power failure or a system reset. 
Internal/external calls 
You can store either external calls only or both internal and external calls. 
Repeated calls 
If a subscriber calls repeatedly, only the time of the entry is updated. 
Group 
If you belong to a group, you can access the group's caller list in addition to your own caller list. 
Storing an external answered call 
You can access the "store station number" function manually from the service menu. 

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.  
Query caller list:
via Program/Service menu or code (#82) 
2.  
Use the dialog keys to store the station numbers 
3.  
Class of service
4.  
14-21=> Configure station - Caller list 
5.  
Caller list mode
6.  
22-15=> System settings - Caller list mode 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Class of service
Options 
2.  
Set up station 
3.  
Stations 
4.  
Parameters => Flags 
5.  
Caller list mode
Options 
6.  
System parameters 
7.  
System flags 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Call a station and hang up the phone. 
2.  
If a Caller list key is programmed, the LED lights up. Otherwise, retrieve the entries from the caller list via the menu or by entering a code (*82). 

7.3.18 Call Pickup Within Call Pickup Groups

Definition

Calls that are signalled acoustically at a station in a call pickup group are simultaneously indicated by an LED (next to the programmed key) and signaled on the displays of the other group members. The call can be picked up by pressing the programmed key or dialing a code. Acoustic pickup signaling (after 3 rings) can also be configured system-wide.

The time from start of ring to acoustic notification of all group members, is not variable. If there are several calls ringing the group, they are picked up in order of arrival.

Calls destined for Call Keys, Trunk Keys or General Call Keys, can be picked up by another user. The LED on these keys will indicate busy after the pick up. Calls directed to MUSAP keys can be picked up, but after pick up, they will show the key as idle.

Operating the Feature

Refer to Call Pickup (Group) 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).

Display telephones
An incoming call to one member of a Call Pick up group is displayed at all other stations: Call for xxx. where xxx is the station being called. Selecting the command Pick up - group? connects the user to the calling party.
If the called party does not answer the call within three rings, the other members of the group can be alerted of the incoming call by a brief ring burst to attract their attention to the display.
Alternatively, a feature button can be programmed on the telephones to facilitate call pick up. Users can program the key on their telephones, or the key can be programmed via Hicom Assistant E Office. When a call enters the Pick up group, the LED flashes. To pick up the call, the user presses the key.
Non-Display and Analog Telephones
From an idle state, the user dials the default access code *57. The user is immediately connected to the incoming call.
Call Pick up-Group can be invoked from a Consultation state; that is, upon hearing a telephone ring, the user presses the Consultation key (or performs a switch hook flash in the case of an analog telephone), putting the current conversation on Consultation Hold. The user then dials the access code. He or she can then dispose of this second call in a normal manner before returning to the held party.

The following versions of call pickup are also available:

Targeted Call Pickup Outside of a Pickup Group on page 7-119

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 
Groups/stations 
32/32 
32/32 
8/8 
8/8 
8/8 

Requirements and Conditions
Subject 
Requirement or Condition 
Call pickup 
Only voice devices can be selected. A station can belong to only one group. 
Recall 
Callback 
Recall and callback calls are not signaled to the other group members. 
Do not disturb (DND) 
Stations that have activated DND do not receive call pickup signaling. 
Transfer 
Unscreened transfer calls cannot be picked up within the group. 
Groups 
All group members are authorized to pick up calls. 
Call waiting 
A camped-on call can be picked up. If more than one call is waiting, the first caller is always picked up. 

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 call pickup key 
*91 => Access key programming. 
2.  
Press the key to be assigned. 
3.  
Assign Pickup - group to the key selected. 
4.  
Exit key programming. 
5.  
Configure call pickup group 
6.  
14-18 => Configure station - Call pickup groups 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure pickup groups 
Options 
2.  
Incoming calls 
3.  
Call pickup 
4.  
Program pickup key 
Options 
5.  
Set up station 
6.  
Key programming 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Call a station in a pickup group. 
2.  
Use the pickup key or enter *57 to pick up the call from another station in this pickup group. 

7.3.19 Targeted Call Pickup Outside of a Pickup Group

Definition

Users can also pick up calls for other internal parties who do not belong to the same call pickup group and therefore do not appear on the screen. This increases the likelihood that incoming calls are always answered. To pick up the call, the user must press a programmed call pickup key or enter a code and then dial the selected party's station number.

Display telephone users can program a feature key on their telephone for this feature or as with non-display telephones, request that this feature key be installed via Hicom Assistant E Office.

Calls destined for Call Keys, Trunk Keys or General Call Keys can be picked up by another user. The LED on these keys will indicate busy after the pick up. Calls directed to MUSAP keys can be picked up, but after pick up, the key indicates it is idle.

Operating the Feature

Refer to Picking Up A Specific Call 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).

Display Telephones
Directed Call Pickup can be invoked from a Consultation state; that is, upon hearing a telephone ring, the user presses the Consultation prompt, putting the current conversation on Consultation Hold. The user then dials the access code and the destination number or accepts the call shown on the display. The user can then dispose of the call in a normal manner before returning to the held party.
The same procedure applies to the optiset E memory telephone, except that more than one ringing call can be seen simultaneously on the screen, which allows the user an easier interface as to which call to answer.
Non-Display and Analog Telephones
From an idle state, the user dials the default access code *59 followed by the number of the station which is ringing. The user is immediately connected to the incoming call.
Directed Call Pickup can be invoked from a Consultation state; that is, upon hearing a telephone ring, the user presses the Consultation key (or performs a switch hook flash in the case of an analog telephone), putting the current conversation on Consultation Hold. The user then dials the access code and the ringing station's number. He or she can then dispose of this second call in a normal manner before returning to the held party.

The following versions of call pickup are also available:

Call Pickup Within Call Pickup Groups on page 7-116

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 
Call waiting 
A camped-on call can be picked up. If more than one call is waiting, the first caller is always picked up. 
CDRC 
Charges and/or elapsed time incurred as a result of a Picked up call, are assigned to the station which picked up the call. 

Configuration Options

This feature does not have to be explicitly configured.

Configuring the Feature Using Hicom Assistant T

Configure the feature using Hicom Assistant T as follows:
Step 
Action 
1.  
Program a call pickup key 
*91 => Access key programming. 
2.  
Press the key to be assigned. 
3.  
Assign Pickup - directed to the key selected. 
4.  
Exit key programming. 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Program pickup key 
Options 
2.  
Set up station 
3.  
Key programming 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Call a station. 
2.  
Pick up the call using a key or code *59 ... 

7.3.20 Call Pickup from an Answering Machine

Definition

optiset E users have the option of picking up a call that has already been answered by an answering machine by pressing the appropriate DSS key. This releases the connection to the answering machine.

Several optiset E telephones can have the appearance of the Answering machine DSS key, affording each the opportunity to pick up the call.

The purpose of this feature is to allow the answering device to act as a filter for incoming calls. The called party can decide to accept the call or let the device record the caller's message.

optiset E telephone users have the option of picking up a call that was already answered by an answering machine by pressing the appropriate DSS key. This releases the connection to the answering machine. Several optiset E telephones can have the appearance of this DSS key, affording each the opportunity to pick up the call

An incoming call is received at the answering machine. The LED for the DSS key corresponding to the answering machine is lit at the user's telephone. If users want to talk to calling parties directly, they press the DSS key. This connects them to the calling party and disconnects the answering machine.

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 
UP0/E station 
SW requirements 
Rel. 1.0 or later 
General requirements 
optiset E telephone 

Requirements and Conditions
Subject 
Requirement or Condition 
Answering machine 
The answering machine port must be configured as an answering machine in system administration. 
Answering machine 
You must program an Answering machine call pickup DSS key on the optiset E telephone for this feature to work. 

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 port 
2.  
14-11 => Configure station - Station type Answering machine 
3.  
Assign Pickup - directed to the key selected. 
4.  
Exit key programming. 
5.  
Program DSS key  
*91 => Access key programming. 
6.  
Press the key to be assigned. 
7.  
Assign DSS key to key selected. 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure port 
Options 
2.  
Set up station 
3.  
Stations 
4.  
Parameters 
5.  
Type 
6.  
Configure DSS key  
Options 
7.  
Set up station 
8.  
Program keys 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Call the answering machine. 
2.  
After the answering machine has answered the call, press the programmed DSS key to pick up the call from the answering machine. 

7.3.21 Fax Waiting Message/Answering Machine

Definition

A Fax/Answering Machine key has an LED to let the user know that a fax waiting message or a call for the answering machine has arrived.

A call directed to an analog port configured as a FAX machine or as an Answering Machine lights an LED at a station to advise the user that the FAX or the Answering Machine has answered an incoming call. The LED is lit steadily.

The user can turn off the LED by pressing the key.

The Hicom Assistant E Office can program a key on the optiset E. The button name in the Key Programming tab is Message for FAX/answ.

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 
UP0/E station 
SW requirements 
Rel. 1.0 or later 
General requirements 
optiset E telephone (standard, advance plus/comfort, advance conference/conference, or memory) 

Requirements and Conditions
Subject 
Requirement or Condition 
Program key 
You must also enter the station number when programming the key. 
Analog port 
The analog port must be configured as a fax machine or answering machine. 
Info key 
The LED goes out when you press the key. 

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 key 
*91 => Access key programming. 
2.  
Press the key to be assigned. 
3.  
Assign Fax/Answering Machine to the key selected. 
4.  
Enter the station number of the fax/answering machine. 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure key 
Options 
2.  
Set up station 
3.  
Program keys 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Program the key. 
2.  
Place a call to the appropriate extension. 
3.  
The programmed key will light up when the call is answered. 

7.3.22 Deferring a Call

Definition

While an incoming call is being signaled at a station, the called party can set up an outgoing connection without answering the incoming call.

The waiting call is then signaled as a camped-on call.

Operation

As an incoming call is presented, the user presses a Call key or Trunk access key and places an external call. The feature can be used on a Basic telephone, if you change the default keys.

The calling party does not notice a change in signalling if Call Waiting is set for ringing on Call Waiting.

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 
UP0/E station 
SW requirements 
Rel. 1.0 or later 
General requirements 
optiset E telephone with display 

Requirements and Conditions
Subject 
Requirement or Condition 
Deferring the call 
You must have trunk keys or at least two call keys programmed on the telephone. 
Deferring the call 
An key for the feature must be available. 

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 key 
*91 => Access key programming. 
2.  
Press the key to be assigned. 
3.  
Assign the Call key or Trunk key service to the key selected. 

Configuring the Feature Using Hicom Assistant E Office

Configure the feature using Hicom Assistant E Office as follows:
Step 
Action 
1.  
Configure key 
Options 
2.  
Set up station => Key programming 
3.  
Program keys 

Testing the Feature

Check the feature for error-free functioning as follows:
Step 
Action 
1.  
Call an internal station that has the keys programmed. 
2.  
Press an available trunk or call key on this telephone to set up an outgoing connection. 

7.3.23 Station Number Configuration Using Hicom Assistant T

Definition

Hicom 150 E Office automatically assigns the following:

Internal station numbers (depending on the configuration)
Internal group numbers (depending on the model)

Station number assignment does not need to be explicitly configured. This feature allows users to modify the preset internal station numbers using Hicom Assistant T.

You can use the menu option Search for number to locate individual station numbers. After you enter an internal station number, its logical port is displayed in the format SSPP (SS = slot, PP = port).

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 
SW requirements 
Rel. 1.0 or later 
Max. number of internal station numbers 
In accordance with the HW configuration 
Max. number of internal group numbers 
150 
150 
150 
20 
20 

Requirements and Conditions
Subject 
Requirement or Condition 
Station number configuration 
An internal station or group number must always be unique in the system and must not conflict with other station numbers in the numbering plan. 

Configuration Options

This feature can be configured using Hicom Assistant T.

Configuring the Feature Using Hicom Assistant T

Configure the feature using Hicom Assistant T as follows:
Step 
Action 
1.  
Change internal station number 
2.  
16-10-1-1 => Incoming calls - Internal numbers - Station - Change number 
3.  
16-10-1-2 => Incoming calls - Internal numbers - Station - Search for number 
4.  
16-10-2 => Incoming calls - Internal numbers - Change group number 

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