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SX-200@ ML PABX

LIGHTVVARETM
16
ML Practices
Index
-

TM 8 -Trademark
of Mite1 Corporation.
O’C opyright 1997, Mite1 Corporation.
All rights reserved.
Printed in Canada.

CRMITEL@

LIGHTWARE

16 ML Practices

Index

NOTICE
The information
contained
in this document
is believed to be accurate in all
respects but is not warranted by Mite1 Corporation
(MITELs).
The information
is
subject to change without notice and should not be construed
in any way as a
commitment
by Mite1 or any of its affiliates or subsidiaries.
Mite1 and its affiliates
and subsidiaries
assume no responsibility
for any errors or omissions
in this
document.
Revisions of this document
or new editions of it may be issued to
incorporate such changes.

Issue 1

Revision 0

9109-098-503-NA

1 General
This section contains a list of practices for the SX-2OO@ ML Private Automatic
Exchange with SX-200 ML LI&HTWARETM
16 software.

Documentation
1.1

Branch

index

The SX-200

ML PABX documentation

is contained

in three volumes

as follows:

Volume

1 - 9109-098-001
-NA, contains system description,
feature operation
information,
peripheral equipment
descriptions,
and engineering
information
pertaining to the system and its components.

Volume

2 - 9109-098-002-NA,
provides installation and administration
information
which includes testing, data entry, troubleshooting,
and maintenance
information.

Volume

3 - 9109-098-003-NA,
contains ARS and SMDR documentation
various feature and application package details.

Table l-l
VOLUME
Practice

Practices

as well as

Index
9109-098-003-NA

Issue

Title

Number

9109-098-503-NA

Practices Index

issue 1

9109-098-220-NA

Automatic Route Selection and Toll Control

Issue 1

9109-098-221

Station Message Detail Recording

Issue 1

9109-098-230-NA

Tenanting

Issue 1

9109-098-450-NA

Traffic Measurement

Issue 1

9109-098-602-NA

Hotel / Motel Feature Package Description

Issue 1

9109-098-620-NA

ACD TELEMARKETER@ Application

Issue 1

9109-098-625-NA

Automated

March

1997

-NA

Issue 1

Package

Attendant Application Package

Revision 0

Issue 1

LIGHTWARE 16 ML Practices

Index

Issue 1

Revision 0

March

1997

SX-200@ ML PABX

Automatic
Route
Selection and
Toll Control

TM, @ - Trademark of Mite1 Corporation.
0 Copyright 1997, Mite1 Corpoation.
All rights reserved
Printed in Canada.

MlTEL@

Automatic

Route Selection

and Toll Control

NOTICE
The information
contained
in this document
is believed to be accurate in all
respects but is not warranted by Mite1 Corporation
(MITELs).
The information
is
subject to change without notice and should not be construed in any way as a
commitment
by Mite1 or any of its affiliates or subsidiaries.
Mite1 and its affiliates
and subsidiaries
assume no responsibility
for any errors or omissions
in this
document.
Revisions of this document
or new editions of it may be issued to
incorporate such changes.

SX-200, SUPERSET
420 and SUPERSET
trademarks
of Mite1 Corporation.
VT1 OOTMis a trademark

430 are trademarks

or registered

of Digital Equipment Corp.

Issue 1

Revision 0

March

1997

Table of Contents
1.

General...............................................................l-

Introduction
...........................................................
Reasonforlssue
.......................................................
ARS: General Description ..................................................

..l- 1
..l- 1
l-l

Numbering

..2- 1

Plans..

.................................................

General ..............................................................
North American Numbering Plan ............................................

Call Routing Options.

................................................

General ..............................................................
Direct Distance Dialing ...................................................
Tie Line Service .........................................................
Foreign Exchange Service (FX) ............................................
Wide Area Telephone Service (WATS) .......................................
Specialized Common Carrier Service (SCC) ..................................

Detailed Description

.................................................

Introduction
...........................................................
Alternative Routing ......................................................
LeastCostRouting
.....................................................
TollControl
...........................................................
Overlap Outpulsing ......................................................
Expensive Route Warning Tone ............................................
CallbackQueueing
.....................................................
Camp-on Queueing ......................................................
Return Dial Tone ........................................................
Maximum Digits Dialed ...................................................

ARSTables...........................................................5General ..............................................................
ARS Digit Strings Tables (CDE Form 26) .....................................
ARS Maximum Dialed Digits (CDE Form 27) ..................................
ARS Route Plans Table (CDE Form 25) ......................................
ARS Day Zone Definition Table (CDE Form 21) ................................
ARS Route Lists Table (CDE Form 24) .......................................
ARS Route Definition Table (CDE Form 23) ...................................
ARS Modified Digit Table (CDE Form 22) .....................................
ARS COR Group Definition Table (CDE Form 20) ..............................
Key System Toll Control (CDE Form 46) .....................................
Examples ..........................................................

ARS Operation

and Programming.

...................................

..2- 1
.2-l

.3-1
..3- 1
.3-l
.3-l
.3-2
.3-3
.3-4

.4-1
..4- 1
.4-l
..4- 1
..4- 2
.4-2
.4-3
..4- 3
.4-3
.4-3
.4-3

1
..5- 1
.5-2
.5-6
.5-7
.5-9
.5-10
.5-l 1
.5-12
.5-14
.5-15
..5-18

.6-1

General ..............................................................
Programming Process - General ............................................
Programming Process - Key System Telephones ...............................
System Programming
....................................................

..6- 1
.6-l
.6-2
.6-2

Application..

..7- 1

.......................................................
General ..............................................................
Scenario .............................................................

March

1997

Issue 1

Revision 0

..7- 1
..7- 1
..a
III

Automatic

Route Selection

and Toll Control

TrunkGroups
.......................................................
....................................................
COR Assignments
.................................................
ARS Form Completion
.....................................................
ARS Digit Strings
Route Definition Table .................................................
RouteListTable
.....................................................
RoutePlanTable
....................................................
DayZoneTable
.....................................................
COR Group Definition Table .............................................
Modified Digits Table ..................................................
Scenario - Key System Toll Control ..........................................

Automatic

Data Route Selection

..7- 1
.7-2
.7-2
.7-5
.7-6
..7- 6
..7- 7
..7-10
.7-l 0
.7-l 0
.7-l 0

(ADRS) .............................

..8- 1
..8- 1
..8- 1
2
.8-2
.8-3
..8- 4
.8-4
.8-5
..8- 5
..8- 6
8
8
8
9
9

General ..............................................................
Application ............................................................
TrunkGroups
.......................................................
CORGroups..........................................................8.............................................
Voice Station Requirements
.............................................
Data Station Requirements
DayZones
.........................................................
Modified Digits .......................................................
Route Definition ......................................................
RouteLists
.........................................................
RoutePlan
.........................................................
Scenarios...............................................................8Example1............................................................8Example2............................................................8Example3............................................................8Example4............................................................8Example5............................................................8-1

Appendix

A - Preventing

.8-l

Toll Fraud. ......................................

Analyze all ARS Digit Strings. ...............................................
DISA And Dial-In Trunks ...................................................
AutoAttendant...........................................................AONS or COV Interfaces Voice Mail/Auto Attendant(COV/ONS
System Abbreviated Dial ...................................................
DirecttoARS..
........................................................
Passwords..
..........................................................

VM/AA)

A-l

...............

A-l
A-3
3
A-3
A-3
..A- 4
..A- 4

List of Figures
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure

3-l
3-2
3-3
3-4
5-l
5-2
5-3
5-4
5-5
5-6

Typical Tie Line ................................................
Typical Foreign Exchange Line ....................................
Canadian WATS Zoning (Zone 1 Being Area Code 613) ................
Typical SCC Arrangement ........................................
ARS Table Hierarchy ............................................
FORM 26 - ARS Digit Strings Table - Leading Digits ...................
ARS Digit Strings - Nested Table ..................................
FORM 27 - ARS Maximum Dialed Digits ............................
FORM 25 - ARS Route PlansTable
................................
FORM 21 - ARS Day Zone Definition ...............................

Issue 1

Revision 0

3-2
3-3
3-4
3-5
5-2
5-3
5-6
5-7
5-8
5-9

March

1997

Table of Contents

Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure

5-7
5-8
5-9
5-l 0
5-l 1
7-l
7-2
7-3
7-4
A-l
A-2

FORM 24 - ARS Route Lists Table .................................
FORM 23 - ARS Route Definition Table .............................
FORM 22 - ARS Modified Digit Table ...............................
FORM 20 - COR Group Definition Table ............................
FORM 46 - Key System Toll Control ................................
Trunking Network ..............................................
Table Network (Part 1) ..........................................
Table Network (Part 2) ..........................................
Typical Key System Toll Control Form ..............................
Example 1: Digit Strings Subform for Form 26 ........................
Example 2: Digit Strings Subform for Form 26 ........................

5-11
5-12
5-14
5-15
5-17
7-3
7-8
7-9
7-l 1
A-l
A-2

List of Tables
Table
Table
Table
Table
Table
Table

March

8-l
8-2
8-3
8-4
8-5
8-6

1997

TrunkGroups
...............................................
................................................
CORGroups
Customer Requirements Table ..................................
Digit Modification .............................................
Route Definition ..............................................
RouteListTable
.............................................

Issue 1

Revision 0

.
.
.
.
.
.

8-2
8-2
8-3
8-4
8-5
8-6

Automatic

Route Selection

and Toll Control

Issue 1

Revision 0

March

1997

1 General
Introduction
1.1

This practice contains a comprehensive
description of the Automatic Route Selection
(ARS) and Toll Control features of the PABX. The Toll Control feature will allow or
deny specific telephones
access to certain routes (usually long distance) that are
available to the PABX. Parts 2 and 3 provide the reader with background
information
on the North American Numbering
Plan and on the routing options offered to PABX
owners by telecommunications
companies. A clear understanding
of these sections is
essential
in order to fully implement
ARS. The remainder
of the document
is
dedicated to a detailed description of ARS, which concludes with a description of how
an ARS plan is prepared
on paper, with a scenario centering
around a fictitious
company.

Reason for Issue
1.2

This practice is issued to provide a description of the operation and available features
of the Automatic
Route Selection
(ARS) and Toll Control software.
Key System
Telephone Toll Control is also included.

ARS: General Description
1.3

Within this practice, references are made to the customer,
and the user. These terms are defined as follows:
l

The customer

the installation

company,

is the owner of the PABX.

The installation company is a company which is authorized by MITEL@ to sell and
install the PABX. This company works closely with customers to determine their
requirements
and then installs and programs the system accordingly.
The user is a person who makes use of the facilities
the system’s peripheral devices (telephone sets).

of the PABX through

When a trunk call is initiated from within a PABX, there are a number
govern its routing and connection.
They are:
(a) route availability,
trunk group,

where a route is defined

of factors

one of

which

as a collection

of similar trunks within a

the caller is allowed

to make such a call, and

(b)

cost, when more than one route exists,

(c)

caller’s toll restriction (i.e., whether
if so, on what routes).

ARS is a standard feature of the PABX. The ARS feature begins automatically
every
time a trunk call is initiated and routes the call accordingly.
The process is totally
transparent to the caller, no access code is required, and the process does not depend
on a fixed numbering plan.

March

1997

Issue 1

Revision 0

l-l

Automatic

l-2

Route Selection

and Toll Control

Issue 1

Revision 0

March

1997

2 Numbering

Plans

General
2.1

The ARS feature is universal and is compatible
with any numbering
plan which may
be employed
by any public network. It is, however, necessary
to understand
the
numbering plan of the public network which serves the PABX in order to make full use
of the toll control application of the ARS feature.

North American Numbering Plan
2.2

The purpose of any numbering
plan is to enable any subscriber in the network to be
connected
to any other subscriber
in the network.
When the North American
numbering
plan was introduced,
subscribers
were assigned
a unique digit string
comprising a maximum of ten digits, compiled as follows:
613-555

-2122

Area Code
Office Code
Subscriber

Number

The area code defines a geographic telephone area, the office code identifies a central
office (CO) within the area, and the subscriber number identifies a subscriber of the CO.
It was possible to create a distinction between area and office codes by ensuring that
the second digit of the area code was 1 or 0 and the second digit of the office code
was any digit in the range 2 through 9. However, as the number of COs within each
area grew, it became necessary to augment the supply of office codes by allowing the
second digit of the code to be in the range 0 through 9. This produced a conflict between
area and office codes which was resolved by the introduction of the digit 1 as prefix to
all area codes (e.g., l-61 3-555-2122).
The prefix digit 1 has now been generally adopted as a toll prefix in large areas, where
toll charges are incurred for calls made between offices in the same area (e.g.,
l-555-21 22).
In addition to the digit strings described above, there are sets of numbers which are
reserved for special services; for example, 411 for directory assistance. These numbers
do not conflict with area or office codes.

March

1997

Issue 1

Revision 0

2-l

Automatic

Route Selection

and Toll Control

The present North American numbering
seven, eight, and eleven digits.
Some examples

plan comprises

are:

Operator
Service Number
Local Call
Toll Call Within an Area
Toll Call to Another Area
Toll Call Within an Area (NO 1 prefix)

2-2

digit strings of one, three,

Issue 1

Revision 0

0
411
555-1111
l-555-2222
l-41 6-555-3333
557-2222

March

1997

3 Call Routing Options
General
3.1

Telephone
companies
offer a number of different methods of routing calls over the
public network (e.g., DDD, tie lines, WATS lines), with each having a different cost
structure. Correct use of these trunks can provide substantial cost savings to the user.
To determine which routing options are best suited to any given PABX, a traffic survey
should be completed
by the installation company prior to installation. The Traffic
Measurement
and Station Message Detail Recording features of the PABX allow the
use of these routes to be monitored once the system is installed, so that they may be
modified as traffic demands change.
The PABX supports
.
l

Direct Distance
Tie Line

Dialing

Specialized

Direct Distance

Common

long distance

services:

(DDD)

Foreign Exchange (FX)
Wide Area Telephone
Service

3.2

the following

Carrier

(WATS)
(SCC)

Dialing

Direct Distance Dialing allows telephone
users to call subscribers
within the home
and international
networks without the assistance
of the operator. Connections
are
completed
over standard trunk routes and are charged on a usage basis at a rate
which varies with distance, time of day, and day of the week. DDD rates are given in
the local telephone directory or you can contact the local telephone company for rate
information
which is not listed.

Tie Line Service
3.3

Tie Line Service provides a “tie” between two PABXs. The charge for each tie line is
a flat rate charge based on the airline mileage of the line. Figure 3-1 shows a typical
tie line connection between a PABX in Ottawa and a PABX in Toronto.

March

1997

Issue 1

Revision 0

3-l

Automatic

Route Selection

\--

and Toll Control

PABx
0 - - - nnrrLlnrA
m

v\TORONTO

- - - - - -lNDlCATESTIELlNE

AREA CODE 416
cc0539

Figure

Foreign
3.4

3-2

Exchange

3-1 Typical

Tie Line

Service (FX)

A Foreign Exchange (FX) Line can be thought of as a tie line between a PABX and a
Central Office (CO) which is located in a telephone area other than that designated for
the PABX. Via an FX Line, the PABX appears as a local subscriber to the distant CO
and is billed accordingly for calls which are placed through that CO. FX lines have two
applications.
The first offers a method of reducing
telephone
costs in business
situations
where many toll calls are made to destinations
which are within close
proximity to one another. For example,
a company
located in Ottawa which does
much of its business with companies located in and around Toronto could benefit from
an FX line, as shown in Figure 3-2. The second application allows a company to offer
the use of the FX to its customers
to permit them to call the company
office (the
PABX) without incurring toll charges.

Issue 1

Revision 0

March

1997

Call Routing

,
\

Options

AREA CODE 613 ,f’

TORONTO
AREA CODE 416

cc0540

Figure 3-2 Typical Foreign Exchange Line
Wide Area Telephone
3.5

Service (WATS)

Wide Area Telephone Service (WATS) is designed to meet the needs of customers
who make or receive a large number of long distance calls to or from the same
geographical
region(s) within the home country. Calls are originated
via Outward
WATS lines and received over Inward WATS lines (800 Service). Generally, each
WATS line is arranged to provide either inward or outward service, but not both.
WATS divides the country into geographical
regions known as zones. Zones are
incremental,
numbering
1 through n, from the home zone. For example, zone 4
provides a WATS subscriber in the home zone (zone 1) with access to all telephone
subscribers in zones 1, 2,3 and 4. Likewise, zone n provides a WATS subscriber in
the home zone with access to all telephone subscribers in all zones. Figure 3-3 shows
Canadian WATS zones 1 through 6 and the zone numbering which is unique to WATS
subscribers within Area Code 613, where MITEL Corporation
headquarters
is located.
The rates for both Outward and Inward WATS are based on the zone and the hours
of service subscribed to by the customer.

March

1997

Issue 1

Revision 0

3-3

Automatic

Route Selection

and Toll Control

)416)

Figure

Specialized
3.6

3-3 Canadian

Common

WATS Zoning

(Zone

1 Being

880116

Area Code 613)

Carrier Service (SCC)

Specialized
Common
Carrier Service,
offered
by private companies,
provides
telephone
service between major locations
at a rate which may be less than that
charged by the telephone companies, The rate is based on a monthly subscription
fee
plus a usage charge. Specialized
common
carriers must be approved
by local
communications
regulations
and may not be universally
available.
Currently, SCC
services are not available in Canada.
The restriction of this service is that some SCC directories are limited to major locations.
Therefore,
to avoid additional toll charges, the SCC company office must be within a
local dialing distance. A typical SCC arrangement
is shown in Figure 3-4.
When a business subscribes to an SCC, it is issued with an account code (normally
seven digits). Calls can then be routed via the company’s office by dialing a digit string
similar to that shown in the following example:

3-4

Issue 1

Revision 0

March

1997

Call Routing

Options

9 - 745-l 234 wait for dial tone, 1234567 305-994-I 234
T
Trunk Access Code

AccountCode
TT
Long DistanceNumber

T
SCCCompany’sOffice

---mm

Figure

March

1997

- INDICATES SPECIALIZED COMMON
CARRIER COMPANY LINES

3-4 Typical

Issue 1

cc0541

SCC Arrangement

Revision 0

3-5

Automatic

3-6

Route Selection

and Toll Control

Issue 1

Revision 0

March

1997

4 Detailed

Description

Introduction
4.1

The ARS feature is part of the PABX software package. It automatically
selects one of
a preprogrammed
(programmed
during CDE) list of trunk routes every time an
outgoing call is made. The routes are selected based upon the digits dialed, in order
of cost (i.e., least expensive
route first), and in accordance
with the caller’s toll
restriction. The use of digit analysis and digit modification
within the ARS package
allows the system to recognize and modify any digit string which is dialed by the user,
alleviating
the need for the user to dial special trunk access codes, or to dial a
different digit string for each of the various routes to the same destination.
The complete
Alternative

ARS package

provides

the following:

Routing

Least Cost Routing
Toll Control
Overlap Outpulsing
Expensive Route Warning
Callback Queueing
Camp-on Queueing
Return Dial Tone.

Alternative
4.2

Routing

Alternative Routing is the automatic selection of an alternate trunk route when the first
choice is busy. Routes (e.g., tie trunks or WATS lines) are preprogrammed
in an
implied sequence of selection within the Route Lists Table as described on page 5-10.

Least Cost Routing
4.3

Least cost routing enables the customer to capitalize on the cost benefits offered by
each type of trunk by allowing the installation company to define, via the Route Plans
and Route Lists Tables, the order in which the trunk groups are to be selected. A
number of different route lists can be defined to account for the fluctuation
in rates
with respect to the day and time of the week. Route lists are associated with day and
time zones through the programming
of the Route Plans table and Day Zone table,
described on pages 5-9 and 5-7.

March

1997

Issue 1

Revision 0

4-l

Automatic

Route Selection

and Toll Control

Toll Control
4.4

Toll control is an integral part of the ARS feature package. It allows the customer
restrict user access to specific trunk routes and/or specific directory numbers.

Every peripheral device which is capable of accessing a trunk is assigned a class of
restriction (COR). These CORs are arranged within COR groups which are associated
with trunk groups through the programming
of the Route Definition table. The Route
Definition table defines a trunk group, how the digits dialed are to be modified, and
which classes of restriction CANNOT access the route. A maximum of 50 COR Groups,
each containing a maximum of 25 COR members, can be programmed.
A COR group
is simply a list comprised of several COR members. Once constructed, the group is
assigned a number (1 to 50). This is the number used in route definition.
Toll control takes place in the following way. Each time a trunk call is initiated, the
system checks that the COR of the originating device is NOT included in the COR
group assigned to the selected trunk route, verifying that the call is toll allowed (that
is, the user is authorized to make the call).
CORs are assigned to peripheral devices during the initial system programming,
in
accordance
with the customer’s requirements,
and can be modified at any time from
an attendant workstation or CDE terminal by the proper authority (e.g., the
telecommunications
manager).

Overlap Outpulsing
4.5

The basic principle of overlap outpulsing is to seize a trunk and commence outpulsing
as soon as sufficient digits have been received to identify the route. This is necessary
in order to minimize the post-dialing delay which would otherwise be experienced
due
to the serialization
of digit collection, trunk seizure and digit outpulsing. The number of
digits collected
prior to outpulsing
can be programmed
by the customer
during
customer data entry. These digits may be subject to digit modification
prior to being
passed to the appropriate
sender (dial pulse or DTMF) for outpulsing.
Subsequent
digits are collected by the system and are outpulsed.
At the end of dialing, indicated
by an interdigit time-out, or the dialing of a complete digit string of known length, the
dialing sender is disconnected.
System Option 26, No Overlap Outpulsing,
inhibits
overlap outpulsing for all calls.
When overlap outpulsing is used, ARS destinations
must not have conflicting length
differences.
Such conflicts will cause the first match to be used, not necessarily the
best or specified match. If the following ARS example is used with overlap outpulsing,
the first match on 95 will always select route 2. Route 1 will never be selected.
Leading

Digits
9
9

Digits to Analyse
56
5

Route
1
2

The post-dialing
delay (i.e., the time lapse between the completion of station dialing
and the receipt of ringback) which would be experienced
when using a DTMF trunk,
is minimum (slightly more than 1 second for a 1 O-digit number). If no overlap outpulsing
is enabled, the delay for a 1 O-digit number outpulsed over a dial pulse trunk would be
approximately
16 seconds at 10 pulses per second (pps).

4-2

Issue 1

Revision 0

March

1997

Detailed

Description

Trunk routes are seized only after the ARS process has determined the validity of the
call with respect to the caller’s class of restriction. In this way, false traffic will not be
generated at the CO (or distant PABX) by aborted seizures.

Expensive
4.6

The Expensive Route Warning Tone is a programmable
option which presents a tone
to the user during call setup, and, if a SUPERSET
420TM or SUPERSET
430TM
telephone is used, the message EXPENSIVE ROUTE appears on the LCD when the
route selected by ARS is programmed
as an expensive route. Any route but the first
one may be programmed
to deliver an Expensive Route Warning Tone. When alerted
by the warning, the user then has the option of whether or not to continue the call.

Callback
4.7

Route Warning Tone

Queueing

Callback Queueing
(Automatic
Callback) allows a user who encounters
busy tone
after dialing an ARS digit string (i.e., all trunks busy) to dial a callback access code, or,
if a SUPERSET 420 or SUPERSET 430 telephone is used, to select CALLBACK, and
be placed in a queue for the first available trunk. When a trunk becomes free, it will be
seized, the originating device will be rung back, and, when answered, the previously
entered digits will be automatically
outpulsed. When honouring a callback, expensive
route choices are skipped when ARS scans for an available trunk.

Camp-on Queueing
4.8

Camp-on Queueing allows the user who encounters
busy tone after dialing an ARS
digit string (i.e., all trunks busy) to wait off-hook,
or, if a SUPERSET
420 or
SUPERSET 430 telephone
is used, to select CAMP ON and remain off-hook until a
trunk becomes
free. (When a non-display
telephone
is used, the user remains
off-hook for IO seconds and is automatically
camped on to the busy trunk group.)
When a trunk becomes free, the system seizes it automatically
and the previously
entered digits are automatically
outpulsed.
Expensive
route choices are skipped
when ARS scans for an available trunk when
honouring a camp-on.

Return Dial Tone
4.9

Return Dial Tone is a programmable
option which allows the system to simulate CO
dial tone for customers who consider that its absence would confuse the users of their
system. For further information,
refer to ARS Digit Strings Tables, paragraph 5.2 on
page 5-2.

Maximum

Digits Dialed

4.10

The maximum

March

1997

number

of digits that may be dialed is 26.

Issue 1

Revision 0

4-3

Automatic

4-4

Route Selection

and Toll Control

Issue 1

Revision 0

March

1997

5 ARS Tables
General
5.1

The ARS package is a network of tables which contain data relevant to the setting up
of a trunk call, such as routing options and CORs. The tables are interconnected
through a series of indices and pointers. A total of nine tables make up the ARS
network. They are, in order of programming:
l

.
l

ARS Digit Strings
ARS Nested Digit Strings
ARS Maximum Dialed Digits
ARS Route Plans
ARS Day Zone Definition
ARS Route Lists
ARS Route Definition
ARS Modified Digit
ARS Class of Restriction

Groups.

The hierarchy for the tables is shown in Figure 5-I. The system follows this hierarchy
in deciding which routes to select and which users are toll-restricted
on the selected
routes. The following paragraphs
describe the layout and fields of each table. Refer
to the Customer&&
Entry Practiceforfurther
information. The way in which the tables
combine to form the ARS network is described in general inPart 6, and in the scenario
given in Part 7.

March

1997

Issue 1

Revision 0

5-1

Automatic

Route Selection

and Toll Control

FORM 20 - COR GROUP DEFINKION
GROUP

COR GROUP MEMBERS

Nl-l

YES

FORM 25. ARS ROUTE PLANS (ROUTE PLAN 1)

(PLANI 1

DAYZONE 1 1 DAY ZONE2 1 DAY ZONE3
STARTHR I LIST 1START HR I LIST 1START HR I LIST
II-

FORM 21. DAY ZONE DEFlNIFlON

7* I
100

1 TO SPECIFIEDTRUNK GROUP WITH DIGIT 1
MODIFICATION IF NOT RESTRICTED
BY COR GROUP

CC0136

Figure 5-l ARS Table Hierarchy
AM
5.2

5-2

Digit Strings

Tables (CDE Form 26)

The ARS Digit Strings tables consist of one primary and one nested table. The nested
table is accessed from the primary table by pressing the SHOW STRINGS softkey on
the attendant
console or CDE terminal. (Note: If no leading digits are entered on the
primary table, the nested table cannot be accessed.)
The primary table permits the
programming
of leading digit information.
Actual digit strings and routing information
for each of the leading digit entries is programmed
on the nested table.

Issue 1

Revision 0

March

1997

ARS Tables

The primary table is shown in Figure 5-2 and the nested table in Figure 5-3. The primary
(leading digits) table is comprised of three fields:
Leading Digits: This is essentially the same as a trunk group access code (e.g., the
digit 9) but it may be any digit combination
that the customer desires to be analyzed.
An asterisk (*) is also permitted as a leading digit. A maximum of 100 leading digit
combinations
may be specified.
Return Dial Tone: This field allows a simulated dial tone to be returned to the call
originator, after the dial 9 access code for trunks has been received by the system,
since the central office dial tone is not returned until digit analysis has been completed
and a trunk seized. A YES or NO value is entered via the appropriate
softkey on the
attendant console or CDE terminal. The default value is NO.
Restricted
COR Group: This field is optional and may be programmed
with a COR
group number between 1 and 50. Programming
a COR group number in this field will
define which group members will NOT be permitted to dial the specified leading digits.
If access to specified leading digits is unrestricted, the field is left blank. For example,
if all users are permitted to dial the leading digit 9, the field would be left blank. If only
those peripheral devices tagged as COR 1 are permitted to dial a given leading digit
combination,
the COR group must contain ALL CORs EXCEPT COR 1.

Figure

5-2 FORM 26 - ARS Digit Strings

Table

- Leading

Digits

The nested form specifies the actual digit strings which are to be analyzed. The form
is comprised of four fields; the fourth field being subdivided into two. The fields are:

March

1997

Issue 1

Revision 0

5-3

Automatic

Route Selection

and Toll Control

Digits to be Analyzed:
Each line in this programmable
field constitutes one entry.
Digits programmed
in this field are used by the system in conjunction with the leading
digits to select the appropriate route. The following wildcard digits may be specified to
simplify entering the digit strings:
.
.

NOX

1NlX

1NOX

ONIX

ONOX

1 OXXXONOX

IOXXXONlX

IOXXXI

IOXXXINIX

10xxx0

1OXXXl

NIX

where

NOX

N is any digit from 2 through

9 and X is any digit from 0 through

Wildcard digit sequences beginning with N, 0, and 1 may ONLY be used at the
BEGINNING
of the digit string; X may ONLY be used at the END of the digit string.
The wildcard digits allow for the following cases:
To cover routing for any area code NOT SPECIFICALLY
ROUTED,
followed by seven digits would cover all unspecified
area codes.
represent half of the area codes in North America.
For example, NOX-5551212
assistance calls.

and Nl X-555-l

212 covers

NOX and Nl X
They each

routing for all directory

To cover routing for any area code NOT SPECIFICALLY
IDENTIFIED and where
dialing is preceded by a 1 or 0 long distance access code, 1 Nl X, 1 NOX, ON1 X,
and ONOX followed by seven digits would cover all unspecified area codes. This
allows wild card restriction of 555 and 976 numbers.
For example, 1 NOX-976-XxXx,
1 Ni X-976-XxXx,
ON1 X-976-XxXx
cover routing for all 976- calls.

ONOX-976-XxXx,

and

If routes are to be selected based on office codes,
specified; for example, 82X, 83X, etc.

blocks of office codes can be

The wildcard sequences
1 OXXXONOX, 1 OXXXONI X, 1OXXXl NOX, 10XxX1 Nl X,
lOXXX0, and 10XxX1 are designed for the call aggregator
market (i.e., hotels,
motels, hospitals, universities) to prevent unauthorized
calls from being billed to
the originating line, while allowing consumers access to the long distance carrier
of their choice. They are accessed by pressing the ** MORE ** softkey three times.
1-l OXXXONOX

2- 1 OXXXON 1 X

3- INSERT

4- IOXXXl NOX

5 **MORE**

6-QUIT

7- FIND STRING

8- DELETE

9- IOXXXlNlX

O-

5-4

Issue 1

Revision 0

March

1997

ARS Tables

The system sorts digit strings in such a way that explicitly stated digit strings will be
routed to their routes, while all others will be covered by wildcards. The ordering of
digit strings is performed automatically
by CDE after each string is entered. If two routes
are defined for 416 and 416-555-1212,
CDE will ensure that the specific string will
occur first in the digits to be analyzed field. The number of entries which can be made
in this field is limited only by the amount of available system memory.
Quantity to Follow: This programmable
field specifies the number of digits to be dialed
AFTER the digits to be analyzed, and may be specified as UNKNOWN. The advantage
of specifying the quantity to follow; i.e., 9-592 plus four digits, is that when the final
digit is received, outpulsing can begin, and the DTMF receiver can be dropped; if
UNKNOWN is specified, the interdigit time-out must occur before this happens, tying
up PABX resources for a longer time than necessary on each call. The total number
of digits in this field, and in the digits to be analyzed field, plus the leading digits (from
the primary table), must be no greater than 26 digits.
Long Distance:
This programmable
field is used to specify digit strings which are to
be treated as long distance in order to enforce COS option 201, Account Code, Forced
Entry - Long Distance Calls. This field is also used for Room Status Restriction in
hotel/motel applications
to restrict long distance calls. A caller with this COS option
must enter an account code prior to dialing one of the designated
digit strings. A YES
or NO value must be specified.
Termination
Type and Number:
Digits dialed may terminate on a route, a route list,
or a route plan. These two subfields combine to index where each valid digit string is
to be found. The first subfield is programmed
with one of ROUTE, LIST, or PLAN,
depending on whether a route, route list, or route plan is indexed. The second subfield.
contains the number of the entry within the table referenced in the first subfield. For
example, many destinations
can be accessed only by direct distance dialing (DDD).
For such a destination,
ROUTE is specified as the termination
type. Free calls such
as 911 (in North America) always terminate directly on a route for DDD. If several route
choices are available, a LIST is specified as the termination type, if the choices do not
vary with time of day. A route plan, with day and time zone variations, is not required.
This situation arises where an FX route is always preferred over DDD. In a situation
where multiple route choices are offered, with preferences
depending on time of day
and day of the week, a termination
type of PLAN is specified.

March

1997

Issue 1

Revision 0

5-5

Automatic

Route Selection

DIGITS

and Toll Control

TO BE ANALYZED

) QTY TO FOLLOW

( LONG DISTANCE

7
7
7
7
7
7
7
7
7
7
7
7

IO
11

20
21
22
23
24
25
26
4
5
6
IO

I-

(

IO
11
20
21
22
23
24
25
26
4
5
6

ROUTE
ROUTE
ROUTE
ROUTE
ROUTE
ROUTE
ROUTE
ROUTE
ROUTE
LIST
LIST
LIST

NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO
NO

I-

TERM TYPE AND NUM

ROUTE

2- x

3- INSERT

4- NOX

5- “MORE”

6- QUIT

7- FIND STRING

8- DELETE

g-NIX

O-

cc0442

Figure

ARS Maximum
5.3

5-3 ARS Digit Strings

- Nested

Table

Dialed Digits (CDE Form 27)

Countries with open numbering
plans require an ARS package that restricts the user
based on the number of digits dialed. Each class of restriction
has a maximum
number of digits which can be dialed associated with it. If the maximum is exceeded,
the call follows intercept handling for Illegal number routing. The table, shown in
Figure 5-4, is comprised of two fields:
COR: The COR field cannot

be modified.

Maximum
Number of Dialed Digits: This field is programmable
and a value must be
specified for each COR. The allowable range is from 1 to 26 digits plus the default
value of Unlimited. If a COR group has limited access, UNKNOWN
must be entered
in the Quantity to Follow column in the nested form of Form 26, ARS: Digit Strings.
This ensures that ARS will not drop after analyzing the first digits. As well, System
Option 47, ARS Unknown Digit Length Time-out, must be set at an appropriate value
so that ARS is not terminated before the CO drops its receivers. In addition, the end-of
dial key (#) which is optional via CDE should be disabled. This prevents the user from
dialing undetected digits after the system’s DTMF receiver has been dropped. If a COR
group has unlimited access, UNKNOWN
is not required in the Quantity to Follow
column in the nested form of Form 26 and a quantity can be specified.
Note:

5-6

The default value of Unlimited

Issue 1

is used in North America

Revision 0

and must be specified

in this column.

March

1997

ARS Tables

COR

MAXIMUM NUMBER OF DIALED DIGITS

2
3
4
5
6
7
0
9
10
11
12

UNLIMITED
UNLIMITED
UNLIMITED
UNLIMITED
UNLIMITED
UNLIMITED
UNLIMITED
UNLIMITED
UNLIMITED
UNLIMITED
UNLIMITED
UNLIMITED

UNLIMITED

4- TOP

5- BOTTOM

6-QUIT

8- COR

O-

Figure 5-4 FORM 27 - ARS Maximum Dialed Digits
ARS Route Plans Table (CDE Form 25)
5.4

The ARS package accommodates
a maximum of 50 route plans, each of which is
contained within a dedicated Route Plans table. The header of each table contains
the time zone and the number of the day zone which is to be associated with the route
plan. When first accessed, Route Plan 1 is displayed. By selecting the ROUTE PLAN
softkey, the current route plan is identified, and the display prompts for the route plan
desired: ROUTE PLAN = Entering a number (1 through 50) results in the associated
plan being displayed.
This table defines which route list (see Route Lists Table) is to be used in any given
time zone (1 through 6), in any given day zone (1 through 3). Up to six time zones may
be defined for each day zone, creating a total of 18 possible time zones per week. A
different route list may be specified for each of these. When Time Zone 1 is in effect,
the Route List used at a given time is determined
by specifying a START HOUR. The
hour is specified as a 2-digit number (00 through 23). The last START HOUR will create
a time period which extends from that time up to the first START HOUR listed which
creates a time zone loop for each day zone. If no route list is specified for a given
START HOUR entry, all calls accessing the route plan containing this omission WILL
BE DENIED.
The Route Plans table is referenced
table is shown in Figure 5-5.

March

1997

Issue 1

from the ARS Digit String table. The layout of the

Revision 0

5-7

Automatic

Route Selection

The Route

and Toil Control

Plans table contains

four fields:

Time Zone: This non-programmable
field lists the six time zone numbers
with the currently accessed route plan.

associated

Day Zone 1: This programmable
field consists of two sub-fields, used to assign the
Start Hour and Route List number. The Start Hour subfield indicates the time (in 24-hour
format, 00 to 23) from which the route list is available. The route list is available until
the start hour of the next Time Zone. (Note: Day zones are planned on the Day Zone
Definition table. Day Zone 1 is typically Monday through Friday; Day Zone 2 is typically
Saturday; and Day Zone 3 is typically Sunday.) This field on the Route Plans table
informs the system as to what times each day zone is to be in effect. The Route List
subfield informs the system as to what route list is to be used during these times in
these day zones.
Day Zones

TIME
ZONE

2 and 3: These programmable

DAY ZONE 1
START HOUR ROUTE LIST

fields are identical

DAY ZONE 2
START HOUR ROUTE LIST

to Day Zone 1.

DAYZONE 3
START HOUR ROUTE LIST

02
03
04
05
06

01
6- QUIT

7- ROUTE PLAN

O-

I
cc@444
cc@444

Figure

5-8

5-5 FORM 25 - ARS Route

Issue 1

Revision 0

Plans

Table

March

1997

ARS Tables

ARS Day Zone Definition
5.5

Table (CDE Form 21)

Since telephone
call rates vary during the day and with the days of the week, the
system must be able to select the least expensive route based on this schedule. The
Day Zone Definition table does this. The week may be broken into a maximum
of
three zones. Typically, these are (1) Monday through Friday, (2) Saturday, and (3)
Sunday. The information from this table is used in route plan definition. Refer to Figure
5-6.

The system allows for one definition of three day zones. The Day Zone Definition
accommodates
this feature. The table has eight fields:
Day Zone:

This is a non-programmable

field which lists the zone numbers

table

1 through

Mon-Sun: Theseseven
programmable
fields either ENABLE (shown by *) or DISABLE
(shown by a blank) a given day zone on a given day of the week. Positioning the cursor
on the desired day of the week results in softkey 1 showing the opposite function to
what is entered in that field. For example, if Day Zone 1, MON, is ENABLED (an asterisk
is displayed), the softkey will show DISABLE. Pressing the softkey will disable that day
zone for that day. The MON field will then be blank for Day Zone 1 and the softkey will
now show ENABLE. There must be at least one day zone defined for each day of the
week. A user cannot exit from this form if any day does not have one zone defined.

DAY ZONE
01
02
03

MON.

TUE.

WED.

THU.

FRI.

SAT.

SUN.

l-DISABLE

6-QUIT

occ0445

Figure

March

1997

5-6 FORM 21 - ARS Day Zone Definition

Issue 1

Revision 0

5-9

Automatic

Route Selection

and Toll Control

ARS Route Lists Table (CDE Form 24)
5.6

The Route Lists table contains a maximum of 100 one-line entries,
defines up to six routes. The routes within each entry are listed in the
they are to be tried; i.e., least expensive
(Route 1) to most expensive
there are two or more routes to a given set of locations, and the order
are to be tried changes with the time of day because of rate changes,
be programmed
to reflect this.

each of which
order in which
(Route 6). If
in which they
two lists must

The table makes provision for the assignment
of an expensive route warning
of the second through sixth routes, as required by the customer.
Layout of the table is shown in Figure 5-7. The seven fields which comprise
are described below:
List Number:
This non-programmable
field lists the route list entries.
lists, each having up to six route choices, may be programmed.

to each

the table

Up to 100 route

First: This programmable
field defines the first choice (least expensive)
route. This
route is identified by a one, two, or three-digit number in the range of one through 200.
The number in this field is the route number from the Route Definition table.
Second: This programmable
field contains one subfield. This field defines the second
choice route. This route is identified by a one, two, or three--digit number in the range
of one through 200. The number in this field is the route number from the Route
Definition table. The subfield enables the Expensive Route Warning (WT), associating
the warning with this route. When the warning is required, ON is entered; when the
tone is not required, the WT subfield is left blank. The default value is no expensive
route warning (blank subfield),
Third through
Sixth: These programmable
fields are identical
defining the third, fourth, fifth and sixth route choices.

5-10

Issue 1

Revision 0

to the second

March

field,

1997

ARS Tables

LISTNUM
01
02
03
04
05
06
07
08
09
10
11
12

FIRST SECOND WT

4
5
6
7

5
7
4
6

THIRD

FOURTH WT

FIFTH

SIXTH

ON
ON
ON
ON

I- DISABLE

4- TOP

5- BOTTOM

6-QUIT

7- LIST NUM

OCC0446

Figure

ARS Route Definition
5.7

5-7 FORM 24 - ARS Route

Lists Table

Table (CDE Form 23)

The Route Definition table contains a maximum of 200 one-line entries. Each entry
identifies a route. A route comprises a trunk group, the COR Group associated with
the trunk group, and an index to the Digit Modification
table. The layout of the Route
Definition table is shown in Figure 5-8.
The same trunk group may be used to create several routes; for example, a call in the
U.S.A. may be routed via either the primary or secondary Specialized Common Carrier
service (SCC). Also, COR groups may be varied so that different COR groups are
assigned to the same trunk group. Because of these variations, more routes are
required than trunk groups. The PABX therefore allows you to program up to 200 routes
which allows for a worst-case situation where four routes are assigned to each of the
50 trunk groups.
The Route Definition
Route

Number:

table contains

five fields:

This non-programmable

field lists the 200 route numbers.

Trunk Group Number: This programmable
field identifies the trunk group associated
with each route. Entries are made in the form of one or two-digit numbers in the range
of one through 50. A maximum of 50 trunk groups may be programmed.
COR Group: This programmable
field identifies the COR group associated with each
trunk group. Entries are made in the form of one or two-digit numbers in the range of
one through 25. A maximum of 25 COR groups may be programmed.

March

1997

Issue 1

Revision 0

5-1 1

Automatic

Route Selection

and Toll Control

Modified
Digit Entry: This programmable
field is the Entry Number on the Modified
Digit table. Entries are made in the form of one, two, or three-digit numbers in the
range of one through 100. This entry is used by the system as an index to the Modified
Digit table.
Comments:
This programmable
field permits
comment desired against each entry number.
is 20 characters.

ROUTE

NUM

TRUNK

GROUP

COR GROUP

the CDE programmer
to enter any
The maximum length of the comment

MOD DIGIT ENTRY

COMMENTS

01
02
03
04
05
06
07
08
09
10
11
12

1
1
2

1
2
1

1
2
3

LOCAL DDD
LONG DISTANCE
BAND 2 WATS

BAND 2 WATS

6-QUIT

7- ROUTE

NUM

4- TOP

5- BOTTOM

8- DELETE

DDD

cc0447

Figure

5-8 FORM 23 - ARS Route

Definition

Table

ARS Modified Digit Table (CDE Form 22)
5.8

The Modified Digit table contains a maximum of one hundred 1 -line entries. These are
sequences
indexed through a numerical
index, 1 through 100, and are associated
with routes through the Route Definition table. Refer to Figure 5-9.
The purpose of digit modification
is to allow the station user to dial calls in a consistent
pattern, irrespective of the destination of the call or how it is routed. This table directs
the system as to how digits are to be inserted into or deleted from the dialing sequence.
For example, an FX trunk is installed between two cities, permitting calls to be placed
between the two as if they were local calls. A caller in one of the cities placing a call
to the other city would dial the distant area code, unaware that the system automatically
selects the FX routing for the call. The Modified Digits tables instruct the system to
delete the dialed area code from the dialing sequence when the FX route is chosen
by the ARS package.
Note:

5-12

The system will not automatically
must be programmed
in CDE.

Issue 1

delete or insert any digits.

Revision 0

The digits to be inserted

or deleted

March

1997

ARS Tables

The Modified

Digit table contains

four fields:

Entry Number: This non-programmable
field lists the entry numbers
The entry number is used in route definition.

one through

100.

Quantity to Delete: This programmable
field defines the number of leading digits that
the system must delete from a valid digit string prior to outpulsing. A maximum of 25
digits may be specified.
Digits to be Inserted: This programmable
field defines the digits and dial tone markers
which are to be inserted in place of the digits deleted by the previous field. These digits
are prefixed to the modified valid digit string and outpulsed over the trunk. The digits
may be telephony digits 0 through 9, and for DTMF trunks 0 through 9, * and #. A
maximum of 38 digits can be inserted; including any pauses and wait for dial tone
symbols.
Special number sequences
are:
*l
*2
*3
*4

=
=
=
=

*5
*6
*7
*8
*9

=
=
=
=
=

Pause for five seconds
Wait for dial tone
Switch to DTMF for Subsequent Digits
Stop or start displaying modified digits. Modified digits are displayed on the sets and in
the SMDR records (SMDR must be enabled in CDE Form 16, Trunk Groups). The first
time *4 appears in a digit string the system stops displaying the following modified digits.
The next time *4 appears, the system starts displaying the following modified digits. You
can repeat *4 in a digit string to stop or start the displaying of digits.
Pause 10 seconds
Insert caller’s ID (for analog networking)
Inset-t caller’s dialed account code (for analog networking)
Insert PBX node ID number (for analog networking)
Pause for 1 second

To generate

* on a trunk,

must be inserted.

Comments:
This programmable
field permits the CDE programmerto
entercomments
against each entry number. The maximum length for comments is 20 characters.

March

1997

Issue 1

Revision 0

5-13

Automatic

Route Selection

and Toll Control

ISDN DESIGN LINK

BANDED OUTWATS
UNBANDED OUTWATS

Figure

5-9 FORM 22 - ARS Modified

Digit Table

ARS COR Group Definition Table (CDE Form 20)
5.9

of the peripheral devices are grouped within the Class of Restriction Group
Definition table. These COR groups are referenced
from the Route Definition table
and their contents are interrogated
to determine whether or not the calling device has
insufficient privilege to complete the call. Absence of the calling device’s COR from a
COR group indicates to the system that the call CAN be completed. A maximum of 50
COR groups, each containing a maximum of 25 members, can be programmed.
COR
members are numbered
in the range one through 25; COR groups are numbered
in
the range one through 50. Refer to Figure 5-10.

The CORs

The COR Group

Definition

table has three fields:

COR Group: This is a non-programmable
one through 50.

field which lists the COR group numbers

COR Group Members:
This programmable
field is used to specify which COR group
members are to be associated with the specified group number. COR member numbers
range from one through 25 and may be entered in any order (member numbers must
be separated with spaces); where entries are consecutive,
they must be entered in
the format 1-I 3.
Comments:
This programmable
field is used by the programmer
20-character-long
reminder against each group number.

5-14

Issue 1

Revision 0

to enter any

March

1997

ARS Tables

COR GROUP

MEMBERS

(SEPARATE

WITH SPACES)

02
03
04
05
06
07
08
09
IO

LONG DISTANCE DDD

15 19-22
2-12
5 7 14

COMMENTS

12
01
2-

1 6-QUIT

( 7.CORGROUP

4- TOP

1 8-

5- BOTTOM

I g-

I o-

I
I
CC0458

Figure

5-10

FORM 20 - COR Group

Definition

Table

Key System Toll Control (CDE Form 46)
5.10

When a key system telephone
user makes a CO trunk call, either by pressing a CO
line key or by dialing a direct CO line access code followed by a trunk number, the
dialed digits are subject to digit analysis according to the digit strings in CDE Form 46,
Key System Toll Control.
Digit analysis
1.

is performed

as follows:

Try to match the dialed digits against
If there is a unique

match,

the digit string entries.

go to step 2.

If there is a partial match, wait for the inter-digit
if the user may make a call.

timer to time out before deciding

If there is no match, allow the user to make the call, without
termination type or COR.

March

checking

the

Determine whether the user needs to dial an account code to make this call (Is
the LONG DISTANCE option YES or NO?). If the option is NO, go to step 3. If the
option is YES and the user has already dialed the account code, go to step 3;
otherwise the call is toll denied.

Determine
whether the termination
type matches
the selected trunk. If the
termination type is a trunkgroup,
the selected trunk must be a member of the trunk
group to qualify for a match, otherwise the call is toll denied. If the termination type
is a trunk, the selected trunk must match the termination
trunk. If the termination
type matches, go to step 4; otherwise, the call is toll denied.

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5-15

Automatic

Route Selection

and Toll Control

Determine whether the user’s COR is a member
is, deny the call; otherwise, allow the call.

Note:

of the specified

COR group.

If it

The CO trunk is not seized until enough digit analysis is done to determine that the call may be
allowed.

CDE Form 46, which specifies

the actual digit strings to be analyzed,

has five fields:

Digits to be Analyzed:
Each line in this programmable
field constitutes one entry. The
following wildcard digits may be specified to simplify entering the digit strings (N is any
digit from 2 to 9, X is any digit from 0 to 9):
9 NOX
’

NIX
x

INIX

INOX

ONIX

ONOX

9
l

1 OXXXONOX
10XXXONlX
lOXXX1 NOX

10XXXlNlX

10xxx0

lOXXX1

Wildcard digit sequences which begin with N, 1, or 0 may ONLY be used at the
beginning of the digit string; X may ONLY be used at the END of the digit string. The
wildcard digits allow for the following cases:
For any area code NOT SPECIFICALLY
seven digits would cover all unspecified
the area codes in North America.
l

For example, NOX-5551212
directory assistance calls.

IDENTIFED,
NOX and NlX followed by
area codes. They each represent half of

and Nl X-555-l

212 covers routing for all free

For any area code NOT SPECIFICALLY
IDENTIFIED
and where dialing is
preceded by a 1 or 0 long distance access code, 1 NlX, 1 NOX, ONlX, and ONOX
followed by seven digits would cover all unspecified area codes. This allows wild
card restriction of 555 and 976 numbers.
l

For example, 1 NOX-976-XxXx,
ON1 X-976-XxXx
cover routing

1 Nl X-976-XxXx,
for all 976- calls.

ONOX-976-XxXx,

and

If routes are to be selected based on office codes, blocks of office codes can be
specified; for example, 82X, 83X, etc.

5-16

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1997

ARS Tables

The wildcard sequences
1 OXXXONOX, 1 OXXXONI X, lOXXX1 NOX,
IOXXXI Nl X, 1 0XxX0, and 10XxX1 are designed for the call aggregator market
(i.e., hotels, motels, hospitals and universities) to prevent unauthorized
calls from
being billed to the originating line, while allowing consumers access to the long
distance carrier of their choice. They are accessed by pressing the ** MORE **
softkey twice and three times.
l- 1 OXXXONOX
6-QUIT

2- 1 OXXXON 1 X

4- 1OXXXl NOX

3- INSERT

1 7- FIND STRING

) 8- DELETE

I9- 10XXXlNlX

5- **MORE**
) O-

DIGITS

TO BE ANALYZED

CITY TO FOLLOW

LONG DST

7
7
UNKNOWN

NO
NO
YES

416
555
NOX

6-QUIT

7- FIND STRING

TERM TYPE AND NUM
TRUNK
TRUNK
TRUNK

COR GROUP

12
10
11

1
1
2

4- NOX

5- “MORE”

g-NIX

Occ0449

Figure

5-11

FORM 46 - Key System

Toll Control

Quantity to Follow: This programmable
field specifies the number of digits to be dialed
AFTER the digits to be analyzed, and may be specified as UNKNOWN.
The advantage
of specifying the quantity to follow; i.e., 9-592 plus four digits, is that when the final
digit is received, outpulsing can begin, and the DTMF receiver can be dropped; if
UNKNOWN is specified, the interdigit time-out must occur before this happens, tying
up PABX resources for a longer time than necessary on each call. The total number
of digits in this field, and in the digits to be analyzed field, must not exceed 26. This
field is ignored unless System Option 26, No Overlap Outpulsing is enabled. Entry is
disabled by default.

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Route Selection

and Toll Control

Long Distance:
This programmable
field is used to specify digit strings which are to
be treated as long distance in order to enforce COS option 201, Account Code, Forced
Entry - Long Distance Calls. A YES or NO value must be specified. With a yes option,
a key system caller must dial a specified internal number and enter an account code
to receive dial tone, then select an external line, and then dial the called number.
Termination
Type and Number:
Digits dialed may terminate on a trunk or a trunk
group. Trunks are numbered 1 to 200, and trunk groups are numbered 1 to 50; if only
a number is specified, termination
type defaults to trunk group.
COR Group: This programmable
field identifies the COR group by a number in the
range of 1 through 50. If the field is left blank, every COR group can access the digit
string. Users with CORs in the listed COR group number are restricted from dialing
the specific digit string.
Examples
A key set user selects trunk 12 and dials 416. From Figure 5-11, the first entry matches
the dialed digits. The next step is to check if the user must dial an account code to
make the call. For this example, the LONG DISTANCE field is NO; therefore the user
is not required to dial an account code. The next step is to check if the termination type
matches. The final step is to check if the user’s COR is specified in COR GROUP 1;
if it is not a member, the user is allowed to make the call, otherwise the call is toil denied.
If the user selects trunk 10 and dials 416, reorder tone is returned. The user is allowed
to dial 555 plus seven digits, and any combination
of digits other than 416 and NOX
types using trunk IO.
To dial an NOX type, the user must access trunk 11.
To dial 613, the user may use trunk 10, 11, or 12 to make the call.

5-18

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March

1997

6 ARS Operation
Programming

and

General
6.1

The object of ARS is to choose one route for a call to take from one location to another
(usually the least expensive) when several routes are available. The ARS package is
the software program which instructs the system on how to make the choice. The
choice the system eventually
does make depends
upon the parameters
defined
within it by the CDE programmer.
These are not arbitrary.
The parameters
are
determined
by the needs of the PABX.
Programming
the ARS features properly requires (1) an understanding
of what the
customer needs, and (2) what the system must know to reflect those needs. It is
important for the ARS programmer
to have a good understanding
of the cost structure
of the different routes leading from the PABX to any called destination, since it is largely
on the basis of cost that route selection takes place.

Programming
6.2

Process - General

In general,

the ARS programming

process

follows

this plan:

Determine the customer’s needs.
types of calls will be permitted by
programmer
can assign classes
Form 09, Stations/SUPERSETTM

Determine the customer’s
facilities. The ARS programmer
must know with what
types of trunks the customer is equipped (CDE Form 14, Non-Dial-In Trunks and
Form 15, Dial-In Trunks) and the relative cost of each to the customer.

Define CORs and COR groups on CDE Form 20, ARS: Class
Groups, and apply these to trunk groups. The COR Group tables
classes of restriction will be toll-denied on a given route.

Define
plans.

Define digit strings. The leading digits and digit strings data are most important,
since these form the link between what the set user dials, and what plan, list, or
route is used.

Specify the maximum number of digits dialed by each COR. For North America:
specify UNLIMITED
(no further programming
required).

day zones

(i.e., when

The needs of the customer will determine what
which peripheral devices. Knowing this, the ARS
of restriction to the peripheral devices on CDE
Telephones.

rates will vary),

modified

digits,

of Restriction
specify which

routes,

lists, and

Note that the ARS decision hierarchy, as shown in Figure 5-1, is essentially the inverse
of the programming
procedure. The first data programmed
(COR members) are the
last used in the ARS decision. The last data programmed
(Digit Strings and Leading
Digits) are the first used in the ARS decision, and point towards the required route,
route list, or route plan.

March

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Automatic

Route Selection

and Toll Control

The rationale for this dual approach to the ARS structure is this: From the system’s
viewpoint, COR groups and members define the “rank” in importance of each user to
the system. When ARS is given a digit string, it will ultimately accept or reject the call
on the basis of the rank of the peripheral device attempting
to make the call, but in
order to do this, it must first determine how the desired call is to be routed. From a
programming
viewpoint, it is necessary to identify who possesses what rank before
access to the various routes can be allowed or denied. In this way, digit analysis
programming
must take place with the COR of the peripheral devices always in mind.

Programming
6.3

System
6.4

6-2

Process

- Key System Telephones

Key system toll control checks for a digit string match; if one exists, the call is denied.
If there is no match, the call is allowed. In general, the ARS programming
process
follows these steps:
1.

Determine what types of calls will be permitted by which peripheral devices. Knowing this, the ARS programmer
can assign classes of restriction to the peripheral
devices on CDE Form 45, Key System Telephones.

Determine what types of trunks the customer has from CDE Form 14, Non-Dial-In
Trunks, and which ones each telephone may access.

Define CORs and COR groups on CDE Form 20, ARS: Class of Restriction
groups, that apply to these trunks and/or trunk groups. The COR group tables
specify which classes of restriction will be toll-denied on a given trunk. Members
of a listed COR group are restricted from dialing the specific digit string.

Define Digit Strings. The digit strings data is most important, since it forms the link
between what the set user dials, and whether the call is allowed or denied.

Specify

the quantity

Specify

whether

of digits still to be dialed (or unknown)

or not long distance

for each digit string.

is allowed.

Programming
When the paper forms are complete,
the data must be entered into the system
memory through the CDE terminal or attendant console. This is part of the customer
data entry process, described in the Customer Data Entty Practice.

Issue 1

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March

1997

7 Application
General
7.1

ARS is implemented
on the PABX in a 2-stage process. First, data
concerning
the customer’s
needs and the facilities, such as trunk
possess. From this data, the ARS plan can be formulated
on paper.
must be transferred from paper to the system memory, through the
or CDE terminal. Refer to the Customer Data Entry Practice.

must be collected
groups, that they
Second, the plan
attendant console

Scenario
7.2

This scenario begins with the first stage of ARS implementation,
collection
and ARS plan formulation
stage. For the purposes
fictitious company is established.
The company has two
office in Winnipeg. The
accounts and suppliers
international
telephone

namely, the data
of this scenario,
a

Canadian locations: its headquarters
in Ottawa, and a service
company also has a plant in Boca Raton, Florida, major
in the Toronto area, and the company must be able to make
calls. The PABX located in Ottawa is to be programmed.

Trunk Groups
In consulting the traffic studies performed by the PABX installation company, it was
decided, in conjunction with the customer, that the PABX in Ottawa would be most
cost-effective
when connected to the public network via four trunk groups, and an SCC
(specialized common carrier) link. The trunk groups were defined as follows:
Trunk Group 1: Local trunks, and specialized
Boca Raton plant.
Trunk
514).

Group

2: Zone 2 WATS Trunks

Trunk

Group

3: Ottawa-to-Toronto

Trunk

Group

4: Two-way

The cost guidelines

common

(covering

area codes 613,416,

for calls to the

705,819

and

FX Line.

tie line to the Winnipeg

which apply to these groups

Tie Lines and FX lines are always
WATS is less expensive
through 1800, Monday

carrier account,

office.
are:

less expensive

than any other trunk group.

than direct distance dialing during the hours of 08:OO
through Friday, and 08:OO through 12:00 on Saturday.

SCC is less expensive than direct distance dialing during the hours of 8:00 through
18:00, Monday through Friday, and 08:OO through 12:00, on Saturday.

March

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7-l

Automatic

Route Selection

The following

and Toll Control

office codes are to be allowed:

Toronto: 471, 825, 678
Winnipeg: 786
Ottawa: All office codes
Boca Raton: 994
The trunking

network

for this scenario

is shown

in Figure 7-l.

COR Assignments
The employees
at the company’s head office in Ottawa
groups for purposes of toll control.
COR numbers

were assigned

to the various

COR 1: Executive. The executive
international
network.

workers

were separated

into COR

as follows:

level can access all trunk groups,

COR 2: Upper Management.
This level can access
trunks, and can access the SCC office.

WATS,

including

the

FX, tie, and local

COR 3: Middle Management.
This level can access FX, tie, and local trunks,
can access the SCC office with free calls to any area.
COR 4: Technical

Staff. This level can access

COR 5: Administrative
For all other stations

FX, tie, and local trunks.

Staff. This level can access tie and local trunks,

not previously

assigned,

COR 6: This level can access the internal
Note:

and

the following
network

COR was given:

only.

It should be remembered
that toll control can be applied not only to individual
to trunk groups as well. An example of this is described later in this scenario.

digit strings,

but

ARS Form Completion
Because ARS involves
PABXforms
concerning
the ARS tables.

7-2

trunks and trunk groups (both incoming and outgoing), the
trunks and trunk groups must first be completed before starting

Issue 1

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March

1997

Application

AREA CODE 204

WATS AND
INTERNATIONAL

AREA CODE 613

AREA CODE 416

AREA CODE 305

co
co
I

1
PABX
(305) 994-8500
BOCA RATON,
FLORIDA

Figure

March

1997

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7-1 Trunking

Revision 0

Network

7-3

Automatic

Route Selection

and Toll Control

The ARS tables in Figure 7-2 and Figure 7-3 have been completed using the raw data
produced in this scenario. The order in which they were completed is the order in which
they would normally be programmed.
A detailed description of the contents of the
tables is given in the paragraphs
immediately
following Steps 1 through 3.
1.

Complete the COR Group Definition table, listing in each
members to be included. The Commenfs field may include
which level within the company
is contained within each
concerning the destinations
being restricted by each COR
Complete
changing

COR group the COR
reminders concerning
group, or comments
group.

the Day Zone table to provide day zones which satisfy the effect of
rates for the trunk groups involved.

Complete the Modified Digits table. This table instructs the system which digits to
outpulse and which to absorbe.
For example, if the “outside line” access code 9
is not to be outpulsed, the system should be instructed to delete the leading digit
9 from any digit string being analyzed. Similarly, if long-distance
DDD calls are
permitted, the system could be instructed to insert the digit 1 into the digit string,
after 9 has been deleted. Since in this scenario it is known that the SCC network
will be accessed, the system can be told to insert the SCC number and account
code. The user would then simply dial a -/-digit telephone
number (in this case,
the office in Boca Raton). Digit modification need not consider specific user-dialed
digit strings, but the various dialing possibilities MUST be considered.
Complete the Route Definition table. Determine how many routes are available
for the given trunks and complete the table accordingly.
For example, if Trunk
Group 1 has five routes available, each route must appear on this table with its
own route number.
Complete the Route List table. Assign each route defined a level of “choice”. If
Trunk Group 1 has five routes available, order these according to first, second,
third, fourth and fifth choices. The priority of the routes is normally dependent
on
cost.
Complete the Route Plan table. This will permit the system to select a route list
on the basis of fluctuating costs due to time of day and day of the week. The hours
at which the rates change must be entered in the Start Hourcolumn.

List the leading digits which are to be considered valid by the system; i.e., those
which satisfy the customer’s required access to the public network. The following
order is recommended:
(1) directory inquiry numbers and local office codes; (2)
codes which provide unrestricted access to toll routes (i.e., 0 and 01); (3) specific
toll route codes; (4) tie lines; (5) FX lines; (6) WATS lines; (7) calls to be completed
via specialized common carriers. As each leading digits string is entered, specify
the number of digits to follow in the Qty To Follow column.
Complete the nested Digit Strings table. Digit strings index a route, route list, or
route plan depending on the type of call initiated by the digit string. Analyze each
digit string individually and complete the nested Digit Strings table accordingly,
ensuring that each digit string terminates appropriately
(as a route, list, or plan).
If necessary, specify the maximum number of dialed digits, otherwise
value of unlimited applies (unlimited for North America).

7-4

Issue 1

Revision 0

the default

March

1997

Application

ARS Digit Strings
The contents of the ARS Digit Strings tables have been composed in accordance
the requirements
of the following scenario. Each entry is described below.

with

The leading digit has been specified as 9, which, in the scenario, represents the
trunk access code of the PABX. Return dial tone is not required, therefore YES is
specified in the Return Dial Tone field.
Entries 1 and 2 contain digit strings which define free service calls to any area
code, using the wildcard digits NOX and NIX. These calls are completed over local
trunks and only one route is required (Route 9).
Entries 3 through 5 contain the complete digit strings for emergency
services,
repair services, and directory assistance.
As such, there are no digits to follow
and a 0 is placed in the Qty To Followcolumn.
These calls can only be completed
over one route (i.e., local trunks), and are therefore assigned to the first available
route (Route 1) in the Route Definition table.
Entries 6 through 12 contain a cross section of office codes in the Ottawa area.
In reality, it is likely that all office codes would have to be listed. The number of
digits to follow in each case is four; i.e., the remaining number of digits required
to complete a local call. These calls can only be completed over one route; i.e.,
local trunks. A route (Route l), having the same trunk group, COR and digit
modification
requirements
as those required
for entries 4 through
IO has
previously been defined. Therefore,
Route 1 can be entered in the Terminator
Type and Numbercolumn
of these entries.
Entry 13 provides an example of how access to an individual telephone
number
can be controlled. Access to this number (a local stockbroker)
is restricted to the
executive level by indexing it to a route (Route 2) which is associated
(through
COR Group 3) with COR 1. The number of digits to follow is 0.
Entries 14 and 15 contain digits which allow unlimited access to the toll call
network; i.e., digit 0 for operator assistance and 01 for access to the international
network. The number of digits to follow for entry 14 is 0. The number of digits to
follow for entry 15 is Unknown, since it is dependent
on the call destination.
The
Qry To Follow entry for this string therefore contains the word Unknown. A route
exists (Route 2) and satisfies the COR and digit modification
requirements
for
entries 14 and 15. Route 2 is therefore entered in the Terminator Type andNumber
column of these entries.
Entry 16 contains the complete digit string for the service office in Winnipeg. As
such, the number of digits to follow is 0. This call can be completed over either of
two routes: the tie trunk or DDD. Since these routes are not time-dependent
(tie
trunks are always less expensive
than DDD), a List (List 1) is defined in the
Terminator Type and Number column.
Entry 17 is an example of a toll number within the home area;
digit modification
sequence must be defined which inserts the
outpulsing. This digit modification
sequence is defined in entry
Digits table and is referenced
from a newly defined route
Definition table (Route 3).

March

1997

Issue 1

Revision 0

therefore, a new
toll digit 1 prior to
2 of the Modified
within the Route

7-5

Automatic

Route Selection

and Toll Control

Entry 18 contains the digit string which defines the number of the plant in Boca
Raton. Calls to this destination can be completed
using one of two long distance
services: SCC or DDD. The tariff structure for SCC is similar to WATS in that SCC
is less expensive than DDD during business hours. As such, the two routes for
entry 18 are indexed via the Route Plan table and Route List Definition table. The
number of digits to follow is 0 and the first available route plan is Plan 1.
Entries 19 through 21 contain the digit strings which define toll routes to specific
COs within area code 416. The number of digits required to complete a call to any
of these offices is 4. These calls can be completed over any one of three routes:
FX, WATS, or DDD. These routes are time-dependent
(i.e., during some times
WATS is less expensive than DDD, and at others, DDD is less expensive),
and
as such, they are indexed to PLAN 2 in the Terminator Type andNumbercolumn.
Entry 22 contains a digit string which defines the area code 416. The digits to
follow can be any combination
of seven digits. This provides a user, having the
required COR, with unrestricted access to any CO within the area defined by area
code 416. Like entries 19 through 21, these calls can be completed over any one
of three routes which are time-dependent.
However, unlike entries 19 through 21,
user access is not restricted to specific COs, and therefore an additional set of
routes having the relevant CORs is required. Consequently,
additional route lists
are required to list the new routes and an additional
route plan is required to
associate the new route lists with day and time zones. Plan 3 is therefore entered
in the Terminator Type and Number column.
Entries 23 through 25 contain digit strings which define the three area codes which,
in conjunction
with entry 22, define the area codes accessible through Zone 2
WATS. Unlike entry 22, calls made via entry 23 through 25 can only be completed
over either of two services: WATS or DDD. These two routes are time-dependent
and are therefore indexed to Plan 3 in the Terminator Type and Numbercolumn.

Route Definition

Table

Calling devices which are routed to Route 1 from the ARS Digit Strings tables are
allowed to complete calls over the CO Trunk Group 1 if they are part of COR Group
1. The digit modification
sequence for such calls is defined in Modified Digits table
entry 1. Similarly, devices are routed via Routes 2 through 9 from the Route List table.
Route List Table
List number 1 is referenced from the ARS Digit Strings table. It provides alternate
routing by listing two routes: Route 4 and Route 5. The routes are listed in order of
cost (Route 5 is identified in the Route Definition table as the tie line between Ottawa
and Winnipeg), and as such it is always less expensive than the alternative DDD route
defined by Route 4.
List numbers 2 and 3 are referenced from Route Plan 1. Within that plan, they are
assigned to time zones such that for any given time zone, they define the least cost
routing. Each entry lists two routes: Routes 3 and 6 (Route 3 being DDD and Route 6
being identified within the Route Definition table as SCC).
List numbers 4 and 5 are referenced from Route Plan 2. They list three routes (2, 7
and 8) in order of cost for the day and time zones defined within Route Plan 2.

7-6

Issue 1

Revision 0

March

1997

Application

List numbers 6 and 7 are referenced from Route Plan 3. They are similar to entries 4
and 5 with the exception that the FX line is not included.
Route Plan Table
Route Plans 1 through 3 are referenced from the ARS Digit Strings tables. They assign
route lists to the day and time zones which are defined in the associated Day Zone
table. In Route Plan 1, least cost routing is provided by Route List 2 during Day Zone
1, Time Zones 1 and 2, and Day Zone 2, Time Zone 1, and by Route List 3 in the
remaining day/time zones.

March

1997

Issue 1

Revision 0

7-7

Automatic

Route Selection

and Toll Control

ARS FORMSWORKSHEET

FORM 26 - ARS: DIGIT STRINGS

1
2
3
4

IF MORE THAN ONE ROUTE

5
6
7
a
9
IO
11
12
13

I-I

14
15

16
17
18
19
20
21
22

P
P

11 Hour (

List

List
3

E
LL

2
3

List

(I Hour 1
1

,“TE

PLAN#:

I
25DIGITSMAX(INCLUDINGLEADINGDIGITS

SPECIFYADAYZONE
FOREACHDAYOFTHEWEEK
WITHANASTERISK(‘)

Figure

7-8

THEREAREA MAXIMUM
OF 50ROUTEPLANS.
IF THISFORMIS USED,THENALSOFILLOUTFORM21

7-2 Table

Issue 1

Network

Revision 0

(Part 1)

March

1997

Application

ARS FORMS WORKSHEET

FORM 23 -AR!?:

ROUTE DEFINITION

FORM 22 - ARS: MODIFIED
A

t
FORM 20 -AR!? COR GROUP
LLst (
CORGmupMemben
1
2
1

I
1
I

6
7

1
I

Trunk Groups
1. LocalTrunka
2. Zone2 WATS
3 FXline
4 -Tie line

DEFINITION
I

6.25

3-25
2.25

1997

hmp”h
I

COR Assignment
1-alI trunks
2 -WATS,FX,Tie.SCC.local
3 - FX,h. SCC,local
4. FX,Tie,local
5 -Tie. loca

Figure

March

DIGIT TABLE

ENTRY NO.:

GENERIC1001-53
GENERIC

lW2,

1003.1w4,
LIGMWAE

100

TRUNK OUTPULSING

7-3 Table

Issue 1

Network

Revision 0

(Part 2)

7-9

Automatic

Route Selection

and Toll Control

Day Zone Table
The Day Zone table defines three time zones for each day. These are combined
Route Plan table to form nine day and time zones.

in the

In this scenario, three trunk groups are time-dependent:
the WATS lines and the CO
and SCC trunks. The tariff structure for these two groups is such that WATS is less
expensive than DDD on Monday through Friday from 08:OO - 18:00, and on Saturday
from 08:OO - 12:O0.
COR Group Definition

Table

All entries in the COR Group Definition table are referenced from the Route Definition
table. Group 1 contains CORs 6 through 25. Peripheral devices which have been
assigned any of these CORs are restricted from completing calls via routes which
reference COR Group 1. Similarly, COR Groups 2 through 5 define different levels of
service.
Modified
All entries
l

0
l

Scenario
7.3

7-10

Digits Table
in the Modified

Digits table are referenced

from the Route Definition

table.

Entry Number 1 is associated with digit strings in the ARS Digit Strings table where
the digits to be outpulsed are identical to those dialed by the user. As such, only
the leading digit of the string is absorbed and no digits need be inserted.
Entry Number 2 is associated with digit strings in the ARS Digit Strings table which
represent toll calls and therefore require the leading digit to be absorbed and the
toll digit 1 to be inserted.
Entry Number 3 is associated with digit strings in the ARS Digit Strings table which
are outpulsed over the tie line to Winnipeg,
and as such, all digits dialed by the
user are deleted and a 0 for the distant attendant is inserted.
Entry Number 4 is associated with calls which are completed via the SCC link.
The SCC account code is inserted in the digits to be outpulsed.
Entry Number 5 is associated with the digit strings in the ARS Digit Strings table
which are outpulsed over the FX Line to Toronto. The first four digits are deleted
and a dial tone marker is inserted in the DIGITS TO BE INSERTED column.

- Key System Toll Control

When a Key System telephone selects a CO line to make a call, toll control is invoked
before the trunk is seized. Key System Toll Control is essentially
a verification
to
determine
if the dialed digits are restricted from being dialed on the selected trunk;
otherwise, the call is allowed. As digits are received, they are analyzed; if there is no
digit match on the selected trunk, the call is allowed. If there is a match, the long
distance and type of termination
is checked to see if the call should be denied. If the
call is allowed, then the COR Group is checked to see if the caller is allowed to make
this call.

Issue 1

Revision 0

March

1997

Application

A typical CDE Form 46, Key System Toll Control, as shown in Figure 7-4, has been
composed for this scenario and each entry is described below.
Entry 1 allows users who are not included
calls to Area Code 416 on trunk 1.

in COR group 1 to make long distance

Area code 416 may be dialed by non-members
Entry 2 allows non-members

of COR group

555 plus seven digits, and any combination
is allowed using trunk 10.
Entry 3 allows non-members
in trunk group 4.

of COR group 1.
1 to dial 555 numbers

using trunk 2.

of digits other than 416 and NOX types

of COR group 3 to dial 976 numbers

using any trunks

Denied to dial any call to 976 plus four digits.
Entry 4 allows non-members

Allowed

of COR group 2 to dial NOX calls using trunk 3.

to dial NOX long distance

DIGITSTO BE ANALYZED QN TO FOLLOW
416
555
976
NOX

calls.

LONG DST
NO
NO
NO
YES

7
7
7
UNKNOWN

TERM NPE AND NUM
TRUNK
TRUNK
GROUP
TRUNK

COR GROUP

1
2
4
3

1
1
3
2

2- x

4- NOX

5 “MORE”

6- QUIT

7- FIND STRING

9- NlX

Occ054

Figure

7-4 Typical

Key System

Toll Control

Digits to be Analyzed
Strings: These digits are analyzed
determine that there is no match.
Quantity
here.
Long

March

1997

to Follow:

Distance:

The number

This column

Issue 1

Form
to find a match,

or to

of digits which are to follow the digit string is listed

allows or does not allow a long distance

Revision 0

call.

7-l 1

Automatic

Route Selection

and Toll Control

Term Type and Number:
The type of termination
for this key (either trunk or trunk
group) and its number are programmed
in this column. After the digits are analyzed,
this column is checked to verify that the selected trunk is included so that the call may
be allowed.
COR Group: The COR Group Definition table lists the COR members to be included
in each COR group. The COMMENTS
field may include reminders concerning the
destinations
being restricted by each COR group. The last check that is made before
allowing a call is whether or not the caller is a member of a restricted group.

7-12

Issue 1

Revision 0

March

1997

8 Automatic Data Route
Selection (ADRS)
General
8.1

Similar to voice calls, outgoing data calls are dependent
upon the digits dialed, time of
day, and restrictions set up during CDE. An additional requirement
of ADRS is the
grouping of trunks by their ability to carry data at a maximum baud rate. Since trunks
can presently be grouped and named, no modifications
are required to the existing
program. ADRS is not available with LlGHTWARE
Basic software.

Application
8.2

This
used
taken
CDE

section is intended as an example of an ADRSARS
program which could be
by a programmer
in Kanata. In this section, a bottom-up path through the steps
by the programmer
will be followed. This is not intended to represent the full
requirements.

In the following example, Mite1 has three locations:
programmer
needs the following information:
1.

Knowledge

The assigned

Toll control

Internal

The following

of available

trunks

(number,

Kanata,

Florida,

and England.

The

type, and line speed)

class of restriction
requirements

numbering
outgoing

plan specifics.
trunks are available:

Eight CO trunks,
4800 baud line

comprising

five 600 baud lines, two 1200 baud lines and one

A 1200 baud tie line to Florida.

Trunk Groups
The CO trunks are defined in CDE Form 14, Non Dial-In Trunks, and the tie trunk is
defined in CDE Form 15, Dial-In Trunks. The following tables list trunks that are grouped
according to their common characteristics
in CDE Form 16, Trunk Groups. In this
example, shown in Table 8-1, all trunks of the same type and speed are considered to
form a group.

March

1997

Issue 1

Revision 0

8-l

Automatic

Route Selection

and Toll Control

Table 8-1 Trunk Groups

Group Members

Trk Grp #

Trunk Type

600 baud CO

1,2, 3, 4, 5

1200 baud CO

6, 7

4800 baud CO

1200 baud tie

COR Groups
CDE Form 20, COR Group Definition,
as shown in Table 8-2.

is used to create all necessary

COR groupings,

Table 8-2 COR Groups
COR Group

COR Group Members

Comments

President

1-3

President & Upper Management

l-6

President & Managers

1-9

All but Administration

1-15

All

Voice Station Requirements
Table 8-3 summarizes the customer’s
for outgoing voice calls:

8-2

is allowed

requirements

to call Florida

and the following

Everyone

Technical staff, all management,
and the president
in North America using any trunks.

Middle management
is allowed to call the England
when the discount rate applies.

Upper management

The president

Administration

is allowed

Issue 1

apply

using the tie trunk.

to call the England

to call any number

staff are not allowed

restrictions

are allowed

off ice only during evening

hours

office any time.

(including

any long distance

Revision 0

to call anywhere

the operator

9-O) any time.

calls.

March

1997

Automatic

Data Route Selection

(ADRS)

Data Station Requirements
The following

apply for outgoing

restrictions

data calls:

The president

The 4800 baud CO trunk is used for data calls only.

The president and all management
are allowed use of the 4800 baud line subject
to the time of day restrictions imposed by voice station requirements.

Technical staff are allowed
calls only.

Technical staff, all management,
and the president
(subject to time of day restrictions listed above).

The 1200 baud tie line to Florida is only cheaper
same baud rates during the day.

Administration

is unrestricted

and can use lines of any speed during the day or night.

use of the 4800 baud line at night only, but for local

staff are not allowed

outgoing

can use any trunk to Florida

than CO trunks with lower or the

calls originating

at a data station.

Dial Number

I
9-305-994-8500

(Florida)

4800 Baud CO

1..6

1200 Baud Tie line
600 Baud CO

1..15
1..9
1..9

1200 Baud CO
4800 Baud CO
600 Baud CO

9-O (Operator
Long Distance)

1200 Baud CO
4800 Baud CO

1 ..6
1
1
1
Page 1 of 21

March

1997

Issue 1

Revision 0

8-3

Automatic

Route Selection

and Toll Control

Day Zones
In this example,
l

the day zones are as follows:

Day Zone 1, Monday

to Friday

Day Zone 2, Saturday
Day Zone 3, Sunday

Day zones are entered
Modified

on CDE Form 21, ARS:

Day Zone Definition.

Digits

CDE Form
outpulsing.
abbreviated
used in this

22, ARS: Modified Digit Table, defines digits which are replaced before
Four digits are deleted because there are four digits in each system
dial number, described later in this section. The digit modification
table
example is shown in Table 8-4.

Table 8-4 Digit Modification
Entry

QTY to DEL

Digits to Be Inserted

011-44-62872821

1
I

Issue 1

l-305-994-8500
1

8-4

None

Revision 0

None

March

1997

Automatic

Data

Route Selection

(ADRS)

Route Definition

CDE Form 23, ARS: Route Definition, as shown in Table 8-5, is derived from the
Customer Requirements
table, Table 8-3. The Route Definition table finalizes the
customer requirements
table by specifying a trunk group number and the digit
modification
to use for the dialed digit string.

Table 8-5
Route Num

Route Definition

Trunk Group

COR Group

Mod Digit Entry

Route Lists

If a call can use more than one route, digit translation accesses CDE Form 24, ARS:
Route Lists, instead of a route. For example, if the digit string 8822 were produced,
route 7, 8, 9 or IO can be used to complete the call. Note here that the routes in each
route list are entered in order of ascending cost. Table 8-6 defines the route lists for
this example.

March

1997

Issue 1

Revision 0

a-5

Automatic

Route Selection

and Toll Control

Table 8-6 Route List Table

Route Plan
CDE Form 25, ARS: Route Plans, is used when time of day dependencies
exist for a
given digit string. Each entry in the route plan identifies either a route or a route list
from which a trunk group is selected. For this example, the three time zones are:
TimeZone
1 (TZI) = (08 to 17)
Time Zone 2 (TZ2) = ( 18 to 22 )
Time Zone 3 (TZ3) = ( 23, and 0 to 7 )
The following

route plans were created

according

to the customer’s

requirements:

Route Plan 1

8-6

Issue 1

Revision 0

March

1997

Automatic

Data Route Selection

(ADRS)

Route Plan 2
Day Zone 1

Time

Day Zone 2

Day Zone 3

Zone

Start Hr

Rte List

Start Hr

Rte List

Start Hr

Rte List

Route Plan 3
Time

Day Zone 2

Day Zone 1

Day Zone 3

Zone

Start Hr

Rte List

Start Hr

Rte List

Start Hr

Rte List

Route Plan 4
Time

Day Zone 2

Day Zone 1

Day Zone 3

Zone

Start Hr

Rte List

Start Hr

Rte List

- Start Hr

Rte List

The ARS programmer
defines the digit string for the Tie trunk in CDE Form 26, ARS:
Digit Strings. This trunk is programmed
as shown below:
Leading

Digits

Return

Dial Tone

Abbreviated

Dial Entry, the following

index numbers

Index Number

Digit String

3059948500

are

1997

COR Group

Unrestricted

In CDE Form 31, System
defined:

March

Restricted
I

0114462872821

Issue 1

Revision 0

8-7

Automatic

Route Selection

and Toll Control

These numbering plans result in the following system abbreviated
(sometimes
referred to as system speed call numbers):
LocationDirectory
Florida
Florida
England

NumberSpeed

dial numbers

Call Number

305-994-8500
8822
89 (Tie Trunk)8823
01 l-44-62872821
8830

An originator can dial either the speed call digit string or the full CO trunk directory
number for Florida, but only the speed call digit string is used for any calls to England.

Scenarios
8.3

The following examples illustrate
above application.
Each example
Abbreviations
RPl=
RLl=
Rl=
DZl=
TZl=
Example

how the ADRWARS
assumes a Monday

system uses the tables in the
to Friday day zone (DZl).

used are as follows:
Route Plan 1
Route List 1
Route 1
Day Zone 1
Time

At I:00 PM, a member of the administration
from a 600 baud data terminal.
Digit translation

follows

1:OO PM represents
RL8 contains

staff dials the digit string 9-416-652-5555

the path g-else to select

TZI

and RP4 [DZl,

TZl]

RP4.

selects

RL8.

the routes R18, R19, R20.

Each of the routes in the route list has legal COR values
use since the administration
staff COR is [lo to 151.
The call cannot

of [l to 91, barring their

be completed.

Example 2
A member of middle management
terminal at 10:00 AM.
Digit translation

follows

10:00 AM represents
RLl contains

dials the digit string 8830 from a 1200 baud data

the path 8-8-3-O to select RPI.
TZl

and RPl

[DZI, TZl]

selects

RLl .

the routes Rl , R3, R5.

Each of the routes in the route list allows only COR values from [l to 31 which bars
their use, since a middle manager’s COR is [4 to 61.
The call cannot

8-8

be completed.

Issue 1

Revision 0

March

1997

Automatic

Data Route Selection

(ADRS)

Example 3
At 9:00 PM, a member

of upper management
from a 600 baud data terminal.
Digit translation

follows

9:00 PM represents
RL6 contains

dials the digit string 9-305-994-8500

the path 9-3-0-5-9-9-4-8-5-0-O

TZ2 and RP3 [DZi , TZ2] selects

to select RP3.
RL6.

the routes R12, R13, Rll , R14.

Each of these routes will allow the call since:
1. They all allow COR values
2. The originator’s
trunk groups.

2 to 3 (upper

management)

baud rate of 600 is less than or equal to the baud

rate of all

The call can be completed.
Observe the order in which the trunk groups are selected. All CO trunks of baud rates
less than or equal to the tie trunk are selected before the tie trunk. Since the call
originated during the night, the CO trunks are less expensive than the tie trunk and,
as stipulated in the requirements,
least cost route selection is demonstrated.
Example 4
At 10:00 PM, a member
baud data terminal.
Digit translation

of the technical

follows

staff dials the digit string 8822 from a 4800

the path 8-8-2-2

to select RP2.

10:00 PM is TZ2, RP2 [DZI , TZ2] selects
RL4 contains

RL4.

the routes R8, R9, RlO, R7.

R7 allows the technical staff’s COR. R7 uses Trunk Group 4. Trunks in Trunk
Group 4 are each 1200 baud. The call is barred from completion on R7 based on
incompatible
baud rates.
R8 allows technical staff’s COR. R8 uses Trunk Group 1. Trunks in Trunk Group
1 are each 600 baud. The call is barred from completion on R8 based on
incompatible
baud rates.
R9 allows technical staff’s COR. R9 uses Trunk Group 2. Trunks in Trunk Group
2 are each 1200 baud. The call is barred from completion on R9 based on
incompatible
baud rates.
RlO does not allow the technical
The call cannot

March

1997

staff COR so the call is barred

on Rl 0.

be completed.

Issue 1

Revision 0

8-9

Automatic

Route Selection

Example

and Toll Control

At 9:00 AM, a member
baud data terminal.

of the administration

staff dials the digit string 8822 from a 1200

Digit translation

follows the path 8-8-2-2

to select RP2.

9:00 AM is TZl,

RP2 [DZl,

RL3.

RL3 contains

the routes

TZl]

selects

R7, R8, R9, Rio.

R7 is the Tie trunk to Florida.
The call completes.
If the tie trunk was already in use, the call would not complete
since no other route in the route list allows administration
COR [lo to 151.

8-10

Issue 1

Revision 0

March

1997

Appendix

Preventing Toll Fraud
This appendix explains how to program
of unauthorized
toll access.

the ARS CDE forms to minimize

the possibility

All SX-200@ PABX systems with any combination
of Direct Inward System Access
(DISA), integrated Auto Attendant or peripheral COV or ONS interfaced Auto
AttendaWVoicemail
are susceptible
to fraudulent use by unauthorized
users.

Analyze all ARS Digit Strings
ARS Digit String entries determine your toll control plan. You should analyze them
closely to ensure that they provide the desired level of toll control. It’s extremely
important that you clearly understand
which digit string entries the system will identify
as the closest match to the digit string dialed. The digit string that ARS identifies as
the closest match may not be the same digit string entry that you intended the dialed
digits to match.
For Example:
All stations are Class of Restriction (COR) restricted from Route 9. The entry ‘IX” is
intended to pick up all local calls that begin with digits 2 through 9.

IIGITS TO BE ANALYZED QTY TO FOLLOW
0
1900
1
X

LONG DISTANCE
NO
NO
NO
NO

UNKNOWN
7
10
6

TERM TYPE AND NUM
ROUTE
ROUTE
ROUTE
ROUTE

2
9
2
1

3- INSERT

4- NOX

5- “MORE”

6-QUIT

7- FIND STRING

8- DELETE

g-NIX

Occ0544

Figure

March

1997

A-l

Example

Issue 1

1: Digit

Strings

Revision 0

Subform

for Form 26

A-l

Automatic

Route Selection

and Toll Control

At first glance, this ARS program appears to deny all calls to l-900. This restriction
applies if a user dials 9 followed by l-900. If however, a user dials 9 followed by 1 and
then pauses, the ARS Unknown Digit Length Timer will run until it expires and the
system will select Route 2. The user could then continue dialing, 9-O-O or any other
digits. This access is allowed because the entry of digit string “1” is the closest match
to the digits dialed by the user.
In addition, the SMDR records for these calls may be missing or incomplete.
This is
a side-effect caused by users pausing during ARS digit strings for lengths of time
longer than the ARS Unknown Digit Length Time setting. SMDR records are not
generated
for these calls because the DTMF receiver is dropped from the trunk when
the ARS Unknown Digit Length Time expires if the dialed digit string is matched.
To prevent

DIGITS

these types of calls from being routed,

TO BE ANALYZED
0
1900

QN TO FOLLOW

LONG DISTANCE

UNKNOWN

program

the ARS as follows.

TERM NPE

AND NUM

ROUTE

3-INSERT

4 NOX

5 “MORE”

6-QUIT

7- FIND STRING

8- DELETE

g-NIX

O-

cc0545

Figure A-2

Example 2: Digit Strings Subform for Form 26

In the form shown in Figure A-2, the entry of “1 xxxxxxxxxx” forces the user to enter a
full 10 digits after dialing 1 before the call routes out. Some areas may require an entry
of “1 xxxxxxx” for 1 plus seven digit dialing. In the above example, all calls to l-900
are toll denied. Test all conflicting ARS entries to determine that insufficient dialing
does not cause the system to route calls incorrectly.
With the recent increase in international long distance toll fraud, you should give special
attention to 011 calls. Sites that do not normally require international
dialing should
toll control all 011 calls. These calls could be routed through the console operator for
screening so that only internal employees would be transferred to an ARS route that
allows 011 to be dialed.

A-2

Issue 1

Revision 0

March

1997

Appendix

A - Preventing

Toll Fraud

DISA And Dial-In Trunks
DISA presents the greatest potential for abuse by external callers. Two levels of
security can be provided by restricting the Class of Restriction (COR) and Class of
Service (COS) of the DISA trunk from making external calls, and then allowing the
trunk to have external access if a Verified Account Code is dialed after the DISA Feature
access code. The Verified Account Code changes the COR and COS of the normally
restricted DISA trunk, allowing external access for authorized users. The use of 12-digit
account codes provides the greatest number of possible account code combinations,
and therefore the highest level of protection.
Using 12-digit account codes allows one
trillion possible codes. The use of 4-digit account codes only allows ten thousand
possible codes.

Auto Attendant
The PABX Auto Attendant feature is very similar to DISA in its operation.
The only
difference between DISA and Auto Attendant is that the caller is listening to a recorded
announcement
with Auto Attendant.

ONS or COV Interfaces

Voice Mail/Auto

Attendant(COV/ONS

VM/AA)

Proper considerations
should be made for toll control of COV and ONS VM/AA ports.
Many peripheral systems simply perform blind transfers to any digit sequence entered
on the incoming trunk. Some ONS VM/AA system use station ports looped back onto
loop start trunks for message-sending
setups. This loop-around
setup used in
conjunction with System Option 22 (Last Party Clear Dial Tone), can allow a caller who
has been dropped by the VM/AA to receive dial tone, and possibly proceed to dial
through ARS. All station ports used in loop backs should be properly toll controlled
and should only have the minimum required COS options.

System Abbreviated

Dial

It’s important to note that in the SX-200 LIGHT Systems, Abbreviated Dial (speed call)
is not subject to toll control. Access to system speed call is controlled through Class
of Service programming
for stations and Dial-In Trunks that require restriction.
A system speed call entry that consists of manually inserted digits could potentially
bypass all COR restrictions.
A speed call of this type would be set as follows:
*3xx
“XX” is any digit 0 to 9 designating
the quantity of user dialed digits to be inserted.
If
a user accesses a speed call entry which has been configured in this manner, the user
could enter an ARS Leading Digit and enough digits to cause ARS to route. This type
of call would not be subject to COR restrictions.

March

1997

Issue 1

Revision 0

A-3

Automatic

Route Selection

and Toll Control

Direct to ARS
Any device with Direct to ARS enabled in its COS or the COS of an Account Code
dialed, can bypass the Restricted COR Group entry programmed
against the ARS
leading digit programmed
in Feature Access Code 37, Direct to ARS. Therefore, a
trunk or station that is COR restricted from an ARS leading digit can still place a call
out through this leading digit, if it is done through the Direct to ARS feature access
code. COR restrictions on specific routes will still apply to all ARS or Direct to ARS
calls made by all devices.

Passwords
Change all levels of passwords from the default
modems connected to the maintenance
port.

A-4

Issue 1

Revision 0

passwords

on systems

that have

March

1997

Appendix

9109-097-220-NA

Issue 1

Revision 0

A - Preventing

Toll Fraud

A-5

Automatic

Route Selection

and Toll Control

WTFS

A-6

Issue 1

Revision 0

March

1997

SX-200@ ML PABX

Station
Message
Detail
Recording

l”, 8 - Trademark of Mite1 Corporation.
0 Copyright 1997, Mite1 Corporation.
All rights reserved
Printed in Canada.

Station

Message

Detail Recording

VT100 is a trademark of Digital Equipment Corp.
IBM, IBM PC, IBM XT, IBM AT are trademarks

of International

Business Machines

Corporation.

SX-200, SUPERSET, SUPERSET 410, SUPERSET 420, SUPERSET 430,
LIGHTWARE, ACD TELEMARKETER and MILINK are trademarks
or registered
trademarks
of Mite1 Corporation.

Issue 1

Revision 0

March

1997

Table of Contents
1.

Introduction

..1- 1

........................................................

General ..............................................................
Reasonforlssue
.......................................................
Brief Description .........................................................

Detailed Description

..l- 1
..I- 1
1-l

- Trunk SMDR ..................................

General ..............................................................
Trunk Call Record Buffers .................................................
Recorded Information
....................................................
CallTiming..............................................................2Trunk SMDR Call Record Examples .........................................
5-Digit SMDR Option .....................................................

Detailed Description

..2- 1
.2-l
.2-l
7
.2-8
.2-10

- Data SMDR. ...................................

General ..............................................................
Recorded Information
....................................................
Data SMDR Call Record Examples ..........................................
Data Call Record Buffers ..................................................

ACD TELEMARKETER@

Reporting

System

SMDR

External

....................

Devices. .....................................................

General ..............................................................
Printer ...............................................................
TapeMachine
.........................................................
Cabling ..............................................................

SMDR Programming

and Control

....................................

General ..............................................................
TRUNK SMDR and ACD SMDR Programming Options ..........................
Data SMDR Programming Options ..........................................

Operational

Parameters.

.............................................

General ..............................................................
Non-Recording Conditions
................................................
Attendant-Handled
Calls ..................................................
IncomingCalls..
.......................................................
DataSMDR
...........................................................

Appendix

A - Account

Codes .............................................

General ..............................................................
Description..
..........................................................
AccountCodeTerminator
................................................
Forced Account Codes ..................................................
Operation...............................................................AAccount Code entry at the start of an outgoing call: ...........................
Account code entry during a call on a SUPERSET 420TM telephone: .............
Account code entry during a call on a SUPERSET 430TM telephone: ..............
March

1997

Issue 1

Revision 0

.3-1
..3- 1
.3-l
.3-8
.3-l 1

General ..............................................................
Recorded Information
....................................................
ACD Call Record Examples ...............................................

.2-1

.4-1
..4- 1
.4-l
.4-6

.5-I
..5..5..5..5-

1
1
1
1

.&I
..6- 1
.6-l
.6-3

.7-1
..7- 1
.7-l
.7-l
..7- 2
..7- 2
A-I
..A..A..A..A-

1
1
1
I
2
A-2
A-2
A-2
...
III

Station

Message

Appendix

Detail

Recording

B - DATA Account

Codes. ......................................

~-1

General ..............................................................
Description..............................................................BIncoming, Outgoing, and Internal Data Calls ....................................
Incoming Data Calls ....................................................
Outgoing and Internal Data Calls ..........................................
Incoming Call over Special DISA Trunk .....................................
System Abbreviated Dial Numbers ...........................................
Forced Account Codes ..................................................

..B- I
1
B-l
B-l
B-2
B-3
B-3
..B- 4

List of Tables
Table
Table
Table
Table
Table
Table
Table

2-l
2-2
3-l
3-2
4-1
6-1
6-2

Summary of Fields in Trunk SMDR Records .........................
SMDR Fields Changed for 5- digit Trunk SMDR .......................
Summary of Fields in a Data SMDR Record .........................
Data Call Disconnect Reasons ....................................
Summary of Fields in ACD SMDR Records ..........................
CDE-Selected SMDR COS and System Options ......................
CDE-Selected Data SMDR COS and System Options ..................

Issue 1

Revision 0

2-5
2-10
3-4
3-5
4-2
6-2
6-3

March

1997

1 Introduction
General
1.1

This document
describes the Station Message Detail Recording (SMDR) feature of
the PABX. The document
includes
a detailed
description
of the feature and its
operational
parameters.
Refer to the Peripheral Devices Practice and the installation
Information
Practice for information
on the installation
of external devices (e.g.,
printers).

Reason for Issue
1.2

This practice is issued to describe the SMDR feature of the PABX. This practice
describes changes that have been made to allow the SMDR feature to interface
the MITEL ACD TELEMARKETER@
Reporting System.

also
with

Brief Description
1.3

The Station Message Detail Recording or “call detail recording” feature is an integral
part of the system. It generates
a descriptive
call record for every incoming and
outgoing
trunk call made via the PABX. These call records can be routed to an
RS-232 port for processing or printing. They allow the customer to evaluate the use of
the system’s trunks and determine
whether the quantity and type of trunks are the
most economical
mix for the traffic being handled by the PABX. In addition,
the
customer can analyze the use of the trunk network by corporate personnel.
Misuse
can then be corrected through modifications
to the toll control assignment.
Data SMDR provides a record of each data call which is made within the PABX so that
all data-related
traffic may be analyzed.
ACD TELEMARKETER
Reporting System SMDR provides a record of each ACD call
which occurs within the PABX so that all ACD-related
traffic may be analyzed.

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l-1

Station

l-2

Message

Detail Recording

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1997

2 Detailed Description Trunk SMDR
General
2.1

The SMDR data collection
process
is initiated every time a trunk (incoming
or
outgoing) is seized. The collection process forms part of the system’s call processing
routines; as such, data is collected on a per-call basis for the duration of each call.
The data is formatted into an SMDR record and is routed to a printer output port. The
records can be routed directly to the output port as described in Part 4 of this practice.
When SMDR (outgoing and incoming) is selected, a record is generated for every trunk
call regardless of the call duration, the identity of the originating party or whether the
call is completed. When two or more trunks are involved in a call, a separate record
is generated for each trunk, allowing each trunk to be analyzed for costing purposes.
When a station which is involved in a trunk call invokes a transfer to another station,
only one record is generated;
however, the number of the second station appears in
the SMDR call record. A call may be transferred several times but only the first and
second party is recorded. If account codes are entered, a record is generated for each
account code.
An SMDR
l

Note:

record is not generated

calls which encounter
internal calls between

for:

busy trunks,
stations or between

calls made from stations
disable.

a station

and the Attendant,

or going to trunks whose class of service includes

SMDR

Automatic Number Identification
(ANI), Custom Local Area Subscriber Services (CLASS), and
Dialed Number Identification Service (DNIS) information can also be reported in an SMDR trunk
record. Enable COS Options 814, SMDR - Record ANVDNIYCLASS,
and 806, SMDR - Record
Incoming Calls. Please refer to the Features Description
Practice for a complete operational
description of ANVDNIS and CLASS.

Trunk Call Record Buffers
2.2

The PABX has 200 buffers which store call record information.
If all buffers become
full, there are two options: overwrite the oldest record, or do not allow trunk calls until
buffers are available.

Recorded
2.3

Each SMDR call record occupies a single 85 character line (88 if a 3-digit system
identifier is included). The information
which may be included in a call record is as
follows:
l

March

Information

1997

Call Start time and date
Calling party

Issue 1

Revision 0

2-l

Station Message

Detail Recording

Called party
Call duration

Call completion

.
.
.
.
.

status (e.g., called number

Digits dialed on the trunk (maximum
Meter pulses (optional)

Identifies
Identifies

the second
conferences

station in a transfer
and transfers

Indicates when the Attendant
ARS leading digits

.
.

CLASS

DNIS digits (optional)
CLASS name (optional)

26 digits)

Outgoing and incoming trunk numbers
Long calls identified (optional)
Time to answer incoming calls

Account code (optional)
System identifier (optional)
ANI digits (optional)

busy)

or in a conference

was involved

in the call

digits (optional)

The definition of the data and its position in the record is given in Table 2-1. The table
has five columns: the first identifies the data; the second defines the data’s position
within the record; the third indicates the format of the data; the fourth describes the
data; and the fifth provides additional notes.
A description
Note:

Five-digit

of the call record fields detailed
SMDR is described

in Table 2-1 is as follows:

later in this section;

see 5DIGIT

SMDR OPTION.

Long Call Indicator(z):
This optional field contains a dash (-) for calls 5 to 9 minutes,
59 seconds, a percent symbol (%) for calls10 to 29 minutes, 59 seconds, or a plus
symbol (+) for calls of 30 minutes or more. This is useful when records are to be scanned
manually.
Date (mm/dd):
day separated

The date is reported numerically as a 2-digit month followed
by a (/) slash. The year is not reported.

by a 2-digit

Start Time (hh:mmp):
The start time of a call is reported in hours and minutes. System
option “24 Hour Clock” determines
whether a 12-hour or 24-hour format is used. The
letter “p” indicates pm in 12-hour format.
Duration of Call (hh:mm:ss):
The call duration is reported in hours, minutes and
seconds with leading zeroes being output (maximum time that can be recorded is 18
hours, 12 minutes, 15 seconds).
Calling Party (pppp): This is the identity of the party that originated the call. If a 5digit
extension numbering
plan is used, only the last four digits will be used by SMDR to
identify the calling party. It may be a station, the attendant, or an incoming trunk, as
described below:

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March

1997

Detailed

Description

- Trunk SMDR

Station Number as Calling Party (cccc): A station number may be one to four
digits (O-9, *, #) which are left-justified;
i.e., no leading zeroes.
Attendant
as Originating
Party: Calls originated by the attendant which do not
involve a third party report a calling party of the console directory number. If the
attendant calls an outside party on behalf of a station or trunk, that station or trunk
is reported as the caller but the Attendant Flag symbol (*) appears in the “Attendant
was Involved” field.
Trunk Number as Calling Party (Tnnn or Xnnn): When the originating party is
an incoming CO trunk, “Tnnn” appears on the record, where “nnn” is the number
of the trunk. When the originating party is an incoming non-CO trunk, “Xnnn”
appears in the trunk record. The “T” or “X’ensures
that CO Attendant trunks may
be distinguished from TIE trunks. The trunk number is the trunk ID specified during
customer data entry in the Trunk Assignment tables.
Attendant
(f): This 1 -digit field contains an asterisk (*) when a call is originated by or
initially answered by the Attendant. This flag will not appear when a call is transferred
to the attendant.
Time to Answer (ttt): This is the number of seconds from the time the incoming trunk
is seized until the call is answered. If the call is never answered, this field displays ***.
It applies to incoming calls only. Leading zeroes are output and the field remains at
255 when an overflow is reached.
Leading Digits (up to 5 ARS leading digits): This field applies to outgoing calls. For
incoming calls, this field reports Time to Answer (see above). Leading digits correspond
to digits programmed
in the ARS digit string form during CDE. Leading digits reported
may be from one to four digits long (O-9, *, #) (only the first 4 of 5 digits are reported).
The field is left-justified and space filled.
Digits Dialed on the Trunk (xxx---x): The maximum number of digits (O-9, *, #)
recorded is 26. When the SMDR Meter Pulse On option is selected, this number is
reduced to 20. This field does not include the trunk group access code on outgoing
calls. The digits recorded are the actual digits outpulsed on the trunk after digit
modification has been performed. On dial-in trunk calls, the digits dialed in on the trunk
are recorded. When more than 26 digits are dialed, only the first 26 are recorded and
the rest are ignored.
Meter Pulses (mmmmm):
The number of reversals (i.e., meter pulses) received from
an outgoing trunk can be recorded when COS Option 247 (SMDR - Record Meter
Pulses) is enabled. However, the maximum number of digits dialed on a trunk that are
recorded is reduced from 26 to 20. The range of the count of meter pulses is 00000
to 65535, with leading zeroes being output. Meter pulses are used most frequently in
Hotel/Motel
applications,
where each call generates a pulse, and for outside North
America, where a number of meter pulses is generated for each toll call, proportional
to the distance and duration of the call. Refer to meter pulses in the Features
Description Practice.
Call Completion
Status (h) (Outgoing
Calls): This field is used to report the
completion status of an outgoing call in so far as the PABX is able to determine
When the trunk group is programmed
to receive “Answer Supervision”
and a
supervision
is received, an “A” is reported.

March

1997

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it.

2-3

Station

Message

Detail Recording

Call Completion
Status (h) (Incoming
Calls): The PABX can monitor the outcome
of the call and provide a comprehensive
report on the call’s completion.
From a dial-in
trunk, but not a direct-in-line
trunk, if the station or hunt group to which the call is
directed is busy, a “B” is recorded. When an incoming dial-in trunk dials an invalid
number and receives reorder tone, an “E” is repot-ted. The field is blank for incomplete
calls. A ‘7” is reported if the incoming trunk is answered with TAFAS. When an incoming
call is forwarded by the Attendant to a busy station, a “B” appears in the call completion
status field. Recall no answer is indicated by an “N” or an “R”; an ‘IN” indicates that a
transferor did not answer a recall, and an “R” indicates that the transferor did answer
the recall.
Speed Call or Call Forward
Flags (C,R, or F): This field contains a “C” when the
number is speed dialed and an “F” when the call is forwarded through the external call
forward feature. Otherwise, “R” will appear (routed via ARS, the default for outgoing
trunk calls).
Called Party (qqqq): This is the party to whom the call is directed. It may be a station
number, the Attendant, or the trunk number for outgoing calls. The format in which the
called party is output is identical to that used for the calling party. See Calling Party
(pppp). For incoming calls to the attendant, the called patty is recorded as the attendant
unless the attendant transfers it to a station. For direct-in lines, it would be the station
number. On outgoing calls handled by the attendant, the called party would be the
trunk number which the call went out on.
Transfer/Conference
Call (K): This field identifies calls that involve three or more
parties. It contains a ‘IT” for supervised
transfers, “X” for unsupervised
transfers (i.e.,
dead transfer or transfer into busy) and a “C” for 3-way conversations
and conferences.
Third Party (rrrr): The third party field contains the number of the station to which a
trunk call has been transferred.
When several transfers take place during a trunk call,
the first party is the only one reported. The format is identical to that of the Calling Party
(PPPP).
Account
Code (aa...a): Account codes are typically used to charge the cost of calls
either to internal departmental
cost centers or to project accounts for billing to specific
projects. An extension may have the option or be forced to enter an account code for
trunk calls. The account code may be I-12 digits (the default value is six digits). If COS
Option 246 (SMDR - Extended Record) is enabled, up to 12 digits of the Account Code
are recorded. Otherwise, only the first eight digits of the account code are recorded.
System Identifier
(iii): This optional 3-digit field may contain values from “000” to
“999”. “000” indicates that no identifier has been entered. The system identifier is
programmed
at the System level and is printed only if COS Option 246 (SMDR Extended Record) is enabled.
ANVCLASS
Digits (nn....n): This optional field may contain up to IO digits. If COS
Options 806 (SMDR - Record Incoming Calls) and 814 (SMDR - Record
ANVDNISKLASS)
are enabled, the ANI or CLASS digits received from an incoming
trunk will be recorded. If no digits are received, this field will be blank.

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March

1997

Detailed

Description

- Trunk SMDR

DNIS Digits (dd....d): This optional field may contain up to IO digits. If COS Options
806 (SMDR - Record Incoming Calls) and 814 (SMDR - Record ANVDNISCLASS)
are enabled, the DNIS digits received from an incoming trunk will be recorded. If no
DNIS digits are received, this field will be blank.
CLASS Name: This optional field may contain up to 15 characters.
If COS Options
246 (SMDR - Extended Record) and 814 (SMDR - Record ANVDNIWCLASS)
are
enabled, the CLASS name received from an incoming trunk will be recorded. If no
name is received, this field will be blank.

Table 2-1 Summary
Name

Columns

of Fields in Trunk SMDR Records

Format

Definition

Notes

Long Call
(Optional)

- = 5-9 min
% = 1O-29 min
+ = 30 or more min

Date

2-6

mm/dd

mm = Month
dd = Day

mm = 01-12
dd = 01-31

Spacer

Start Time

8-l 3

hh:mmp

hh = Hours
mm = Minutes
p = PM (12-hour clock)

00-23
00-59

Spacer

Duration of call

15-22

hh:mm:ss

hh:mm:ss = duration in
hours:minutes:seconds

hh = 00-l 8
mm = 00-59
ss = 00-59
maximum = 18:12:15

Spacer

Calling Party

24-27

PPPP

cccc = Extension Number
Tnnn = Trunk Number (CO)
Xnnn = Trunk Number (Non-CO)
mmmm = Attendant Console
Directory Number

c = o-9, *, #
nnn = 001-200
m = O-9, *, #

Spacer

Attendant

* = Attendant
-- = Attendant not involved

Attendant answered
or initiated the call,
then transferred it to
an extension.

Leading Digits

30-33

cccc

cccc = Access Code (outgoing
and tandem calls only)

c = o-9, *, #,
left-justified

Time to answer
(Alternate)

30-32

ttt

ttt = time in seconds
*** = Call unanswered

ttt = 000 - 255,
leading zeroes
output, incoming
calls only
Page 1 of 3

March

1997

Issue 1

Revision 0

2-5

Station Message

Detail Recording

Table 2-l
Name

Summary

Columns

Digits dialed on
the trunk

of Fields in Trunk SMDR Records

Format

(continued)

Definition

34-59

xx . .. . x

Up to 26 (20 if metering)
dialed on the trunk

55-59

mmmmm

mmmmm
pulses

Call Completion
Status

A = Answer Supervision
B = Callee is Busy
E = Caller Error
T = TAFAS answered
R = Incoming call recalled and
was answered by transferor
N = Incoming call recalled and
was not answered by transferor

Outgoing
Incoming
Direct/Dial-In
Incoming/Dial-In
Incoming
Incoming/Outgoing

Speed Call or
Call Forward
Flags

C,R, or F

C = Number was Speed called
(ARS implied)
F = Forwarded through External
Call Forward
R = default (ARS implied)

Outgoing - All trunk
calls are ARS by
default.

Called Party

62-65

cccc = Extension Number
Tnnn = Trunk Number (CO)
Xnnn = Trunk Number (Non-CO)
mmmm = Attendant Console
Directory Number

c = o-9, *, #
nnn = 001-200

Meter (Optional:

Transfer/
Conference

Third Party

68-71

Spacer

Account Code
(Optional)

73-84

Spacer
(Optional)

System
Identifier
(Optional)

86-88

= number of meter

x = O-9, *, or #; private
speed call numbers
are not recorded
mmmmm = 00000 to
65535, leading
zeroes output

m = O-9, *,#

T = Supervised Transfer
X = Unsupervised Transfer
C = 3-Way or Conference

Call

Spacer

digits

Notes

rrrr

cccc = Extension Number
Tnnn = CO Trunk Number
Xnnn = Non-CO Trunk Number
mmm = Attendant

c = o-9, *, #
n = 001 - 200
m=O-9,*,#

aa . . . . a

Length of 1 to 12 digits

a = O-9, space-filled

Programmed

i = O-9
iii = 000-999
000= nocode
entered

at System level

Page 2 of :

2-6

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March

1997

Detailed

Table 2-1 Summary
Name

1 Columns

Spacer
(Optional)

ANKLASS

90-99

Digits (Optional)
Spacer (Optional)

100-l 02

DNIS Digits
(Optional)

103-112

Spacer
(Optional)

113

CLASS Name
(Optional)

114-128

of Fields in Trunk SMDR Records

1 Format

Description

- Trunk SMDR

(continued)

Definition

Notes

nn . .. . n

Up to 10 digits from an incoming
ANVDNIS or CLASS trunk

n = O-9, *, #

dd . . . . d

Up to 10 digits from an incoming
ANVDNIS trunk

d = O-9, *, #

15 char’s

from
Up to 15 characters
incoming CLASS trunk

an
Page 3 of 3

Call Timing
2.4

The timing

functions

which

apply to incoming

and outgoing

calls are described

follows:
Incoming
Call - Three timing aspects of an incoming call are recorded on an SMDR
call record: the date, the time taken for the called party to answer and the duration of
the call. The time to answer is the difference between the time when the called device
is seized and the time when the called party answers. The duration of the call is the
difference between the time when the call is answered and the time when the call is
released; i.e., call cleardown.
Outgoing
Call - For an outgoing call, the date, the call start time and the call duration
are recorded on an SMDR call record. The call start time is recorded as either the time
when the called device is seized, or, in the case of answer supervision, the time when
the called device answers. Call answer is determined by an answer supervision signal
provided by the trunk. The call duration is the difference between the time when the
call is answered and the time when the call is released; i.e., call cleardown. To be
recorded, calls must either be answered or exceed the duration specified by the Pseudo
Answer Supervision Timer, unless SMDR is specifically programmed.
Otherwise; see
Part 6, SMDR Programming
and Control.

March

1997

Issue 1

Revision 0

2-7

Station Message

Detail Recording

Trunk SMDR Call Record Examples
2.5

Examples
identifiers.

of typical trunk SMDR
are shown below:

2-PARTY OUTGOING
0

call records,

excluding

account

codes

and system

CALL

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
-06/13

11:42

00:08:29

214

16135552122

000

ART054

On June 13th at 11:42 AM, extension 214 obtained trunk number 54 and dialed
“i-61 3-555-2122”.
Answer supervision
was provided. The conversation
lasted 8
minutes, 29 seconds.
2-PARTY OUTGOING
0

CALL

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
05/17

lo:51

00:01:52

213

201

000

ARX082

On May 17th at lo:51 AM, extension 213 accessed an identified trunk group, then
dialed 201 to obtain an extension in the other PABX. The other PABX provided answer
supervision and the conversation
lasted 1 minute, 52 seconds. The trunk number was
082.
2-PARTY INCOMING
0

CALL

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
01/30

15:lO

00:02:22

T102

008

201

000

201

On January 30th at 3:i 0 PM, incoming Direct-in Trunk Number 102 rang in to extension
201. The extension answered after 8 seconds and they talked for 2 minutes, 22
seconds.
2-PARTY INCOMING
0

CALL

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03/12

09:ll

00:01:12

X116

078

224

000

On March 12th at 9:ll AM, Dial-in Tie Trunk 116 dialed hunt group with access code
“63”. Extension 224 answered after 7 seconds, and the conversation
lasted 1 minute,
12 seconds.
ATTENDANT-HANDLED
0

CALL-OUTGOING
2

TRUNK
4

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
tOV30

15:27

00:35:11

201

1655556951

ART052

000

On January 30th, extension 201 dialed the attendant and asked for an outside line.
The attendant dialed 1-654-555-6951.
At 3:27 PM, the other party answered and the
conversation
lasted 35 minutes, 11 seconds. Trunk number 52 was used.

2-8

Issue 1

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March

1997

Detailed

ATTENDANT-HANDLED

CALL - INCOMING

Description

- Trunk SMDR

TRUNK

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
04/05

13:42

00:00:31

TO90

009

1234

000

On April 5th at I:42 PM, trunk 90 rang into the attendant. After 9 seconds,
at 1234 answered. The trunk party spoke to the attendant for 31 seconds,
CALLING EXTENSION
0

TRANSFER

the attendant
then hung up.

CALL
3

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
04/02

09:36

00:04:55

103

5552122

FiT162T

100

000

On April 2nd at 9:36 AM, extension 103 dialed ARS leading digit code followed by
5552122.
The called party answered and after conversing, the caller transferred the
called party to extension 100. After further conversation,
extension 100 hung up. The
total period for both conversations
was 4 minutes, 55 seconds. Trunk number 162 was
used for the call.
CALLED EXTENSION

TRANSFER

CALL

1
5
6
7
2
3
4
123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03/12

07:42

00:03:06

T162

l 003

241T

215

9
000

On March 12th at 7:42 AM, trunk 162 rang the console and requested to speak to
extension 241. The attendant took 3 seconds to answer the call. After speaking to
extension 241, the latter extension then transferred the call to extension 215. The total
conversation
lasted 3 minutes, 6 seconds.
ANALOG NETWORKING
0

- OUTGOING
2

CALL

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
01/16

09:52

00:02:21

2664

7082664#95551022

RX124

On January 16th at 09:52 AM, extension 2664 accessed a tie trunk and dialed
95551022.
The call lasted 2 minutes and 21 seconds. The Analog Networking feature
caused the analog network access code (708 as defined in Modified Digits Table) and
the calling extension (2664) to be passed onto the trunk.
ANALOG NETWORKING
0

- INCOMING CALL
2

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
01/13

15:26

00:01:18

4300

004

*94300#2777

2777

On January 13th at 3:26 PM, extension 2777 received a call from an incoming tie trunk.
The incoming digits dialed on the trunk were 2777 (the called extension); the Analog
Networking feature added *9 (network feature access code as defined in CDE) and
4300 (the calling party identification
for that tie trunk). The call lasted 1 minute,18
seconds.

March

1997

Issue 1

Revision 0

2-9

Station

Message

Detail

Recording

5-Digit SMDR Option
2.6

For those environments
where a five digit record of parties in a call is required, the
calling, called, and transferred
parties may be identified by five digits instead of four
digits. The Trunk SMDR record is modified as detailed in Table 2-2. The remainder of
the record remains the same as for four digit numbers. System Option 08, Five Digit
SMDR, must be enabled; otherwise, regular 4-digit trunk SMDR is in effect.
Calling

Party

be a station,

(ppppp):
This is the identity
the attendant, or an incoming

of the party that originated the call. It may
trunk, as described below.

Called Party (qqqqq):
This is the party to whom the call is directed. It may be a station
number, the attendant, or the trunk number for outgoing calls. The format in which the
called party is output is identical to that used for the calling patty. See Calling Party
(PPPPP).

The third party field contains the number of the station to which a
trunk call has been transferred.
When several transfers take place during a trunk call,
the first party is the only one reported. The format is identical to that of the Calling Party
(PPPPP).
Third

Patty

(rrrrr):

Table 2-2 SMDR Fields Changed
Name
Calling Party

Columns

Format

24-28

PPPPP

for 5- digit Trunk SMDR
Definition

ccccc = extension number

Tnnn = trunk number (CO)
Xnnn = trunk number (Non-CO)
mmmmm

= attendant console

aaaaa = agent ID number
Called Party

62-66

99999

ccccc = extension number
Tnnn = trunk number (CO)
Xnnn = trunk number (Non-CO)
mmmmm = attendant console

aaaaa = agent ID number
ppppp = ACD path number
Transfer/
Conference
Third Party

T = supervised transfer
X = unsupervised transfer
C = 3-way or conference

68-72

rrrrr

ccccc = extension number
Tnnn = CO trunk number

Call

Xnnn = non-CO trunk number
mmmmm

= attendant

aaaaa = agent ID number
ppppp = ACD path number

Notes
ccccc = o-9, *, #
nnn = 001-200
mmmmm = O-9, *, #
aaaaa = O-9, *, #
left-justified
ccccc = o-9, *, #
nnn = 001-200
mmmmm = O-9, *, #
aaaaa = O-9, *, #
PPPPP = o-9, *, #
left-justified

ccccc = o-9, *, #
n = 001 - 200
mmmmm= 0 - 9,*, #
aaaaa = O-9, *, #
PPPPP = o-9, *I #
left-justified

Note: The changes in data for columns 28, 66, 67, and 72 may affect call costing machines connected to the PABX, unless the call costing machines are programmed for these new fields.

2-10

Issue 1

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March

1997

Detailed

Examples
OUTGOING

of typical trunk SMDR call records

Description

- Trunk SMDR

(with 5-digit fields) are shown

below:

CALL WITH CONFERENCE
8

0
1
2
3
4
5
6
7
123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
06/13

11:42

00:08:29

1701

5552122

FIT001

Cl0065

On June 13th at 11:42 AM, extension 1701 dialed 555-2122 via trunk 001 and added
extension 10065 to make a conference
call. The conversation
lasted 8 minutes, 29
seconds.
OUTGOING

CALL PLACED VIA ATTENDANT

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
05/17

lo:51

00:01:52

10065

5552122

RTOOZ

On May 17th at lo:51 AM, extension 10065 had the attendant place a call to 555-2122
via trunk 002. The conversation
lasted 1 minute, 52 seconds.
INCOMING

CALL WITH TRANSFER

BY ATENDANT

AND THEN BY CALLED EXTENSION
5

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
04/02

09:36

00:04:55

TO02

*004

10065T

1701

On April 2nd at 9:36 AM, a call is received on trunk 002 and answered by the attendant.
The call is transferred to extension 10065, who then transfers it to extension 1701.
The total period for both conversations
was 4 minutes, 55 seconds.

March

1997

Issue 1

Revision 0

2-1 1

Station

2-12

Message

Detail Recording

Issue 1

Revision 0

March

1997

3 Detailed Description
Data SMDR

General
3.1

The Data SMDR feature allows the printing out of detailed records for external
internal data calls in a format similar to existing Trunk SMDR printouts.
Note:

Data SMDR is not available

with LIGHTWARE

and

Basic software.

The major differences between a Data SMDR record and a Trunk SMDR record are:
the month and day are separated by a dash (-) rather than a slash (/) and the “Digits
Dialed on a Trunk” field is replaced by three fields: Data Call Indicator, Type of Data
Call, and Reason for Disconnect.
When an external data call uses a pooled modem
to interface the internal data device to analog trunks, the Data SMDR record shows
the call between the data device and the pooled modem, while the Trunk SMDR record
shows the call between the trunk and the pooled modem. An internal modem pooling
call shows the Data SMDR record between the pooled modem and the data device.
The Data SMDR function operates with the trunk SMDR feature in the PABX. Its
printouts may be directed to a specific printer port by programming
it in CDE Form 34,
Directed IO. The Data SMDR record format is such that an application processor can
print the records with other call records but not cost them. Through CDE, a data user
can have the option or be forced to enter a data account code.

Recorded Information
3.2

Each Data SMDR call record occupies a single line of 85 characters
(88 if it includes
a 3-digit system identifier). The information included in a Data SMDR record includes:
.

Long Call Indicator

Date
Call Start Time
Duration of Call

.
.
.
.
.
.
.
.
.
.
.

March

1997

Calling
Calling

(optional)

Patty
Party Disconnect

Data Call Identifier
Data Call Type
Party Which Caused the Disconnect
Call Completion
Status
Indication If Call Was Speed Dialed
System Identifier
Called Party

(optional)

Issue 1

Revision 0

3-l

Station

Message

Detail Recording

Called

Party Disconnect

External Indicator
Trunk SMDR Indicator

Account

Code

A summary of the fields printed in a Data SMDR record is shown
of these fields are the same as in a Trunk SMDR record.
A description

of the fields printed

in a Data SMDR

in Table 3-1. Many

record follows:

Long Call Indicator
(2): This optional field contains a dash
minutes, 59 seconds, a percent symbol (%) for calls of 10 to
a plus symbol (+) for calls of 30 or more minutes, or a space
five minutes. This is useful when records are to be scanned

(-) for calls of 5 to 9
29 minutes, 59 seconds,
( ) for durations less than
manually.

Date (mm-dd):
The date that the data call was initiated is repot-ted numerically as a
2-digit month followed by a 2-digit day separated by a (-) dash. The year is not repot-ted.
The start time of a call is reported in hours and minutes.
Start Time (hh:mmp):
System Option “24 Hour Clock” determines
whether a 12-hour or 24-hour format
used. The letter “p” indicates pm in a 12-hour format.

Duration
of Call (hh:mm:ss):
The call duration is reported in hours, minutes and
seconds with leading zeroes being output (maximum time that can be recorded is 99
hours, 59 minutes, and 59 seconds).
Calling Party (ppppp):
This is the identity of the party that
extension numbering plan is used. The extension number
data station or a pooled modem) originating a data call. The
number is for an incoming modem pooling call. It may be
trunk, as described below:

originated the call. A 5-digit
is a data device (either a
pooled modem’s extension
a station or an incoming

Station Number as Calling Party (ccccc):
A station number may be one to five
digits (O-9, *, #). If less than five digits, they are left-justified; i.e., no leading zeroes.
Trunk Number as Calling Party (Tnnn or Xnnn): When the originating party is
an incoming CO trunk, “Tnnn” appears on the record, where “nnn” is the number
of the trunk. When the originating party is an incoming non-CO trunk, “Xnnn”
appears in the trunk records. The “T” or “X”ensures that CO Attendant trunks may
be distinguished
from TIE trunks. The trunk number is the trunk ID specified during
customer data entry in the Trunk Assignment tables.
Calling
caused

Party Disconnect:
The carat character
the call to be disconnected.

Data Call Indicator:

(DATA) indicates

(A) indicates

a Data SMDR

that the calling party

record.

Type of Data Call: This field has four possible values: DTRX, ADL, HM, or ACD. HM
indicates that a Monitor HM session originated from DTRX occurred.
ACD indicates
that a Monitor ACD session originated from DTRX occurred.
This field may be left
blank if the data call is an incoming or internal modem pooling call without DTRX
access.

3-2

Issue 1

Revision 0

March

1997

Detailed

Description

- Data SMDR

Reason For Disconnect: This field reports the reason the data call was terminated.
Table 3-2 gives possible

reasons

for disconnecting

a data call.

Call Completion Status: Two values are available:

B (Busy) or E (Error).

The busy flag “B” is set if the called party is busy and the caller queues for completion
to the called data device. If the caller terminates while in the queue, the busy flag will
be set. If the call is completed after being queued, the busy flag will not be set.
The error flag “E” is set if the error was “user preventable”.
include:
l

.
l

User preventable

dialing the extension of a non-data device,
originator’s baud rate not compatible with destination,
originator, programmed
for autobaud, not entering the auto-baud
30 seconds,

character

accessing the wrong Modem Pool,
attempting a call which requires a Pooled Modem, but not dialing
access code and there is NO default Modem Pool.

Speed Call Indicator:
dial or personal

errors

A flag is set if the data call is dialed via system
speed call on a SUPERSETTM telephone.

within

a Modem

Pool

abbreviated

Called Party (qqqqq): This is the party to whom the call is directed. It may be a 5-digit
data station number or a pooled modem number for outgoing modem pooling calls
(the called party may not appear in a Data SMDR record which has an error flag set).
The format in which the called party is output is identical to that used for the calling party.
Called Party Disconnect:
caused

The carat character
the call to be disconnected.

(^) indicates

that the called

party

External Data Call Indicator: “EX” is displayed

in this field when the data call involves
a pooled modem and a trunk, regardless of the direction of the call (incoming or
outgoing).
This indicator is not dependent
on the existence of a trunk SMDR record.
Only external data calls involving
data calls using a pooled modem

trunks and a pooled modem are flagged.
are not indicated in this field.

Internal

Trunk SMDR Indicator: This field displays an asterisk (*) when there is a trunk SMDR
record associated with this data call.
records with SMDR records.

This facilitates

the matching

Speed Call or Call Forward Flags (S): This field contains

of data SMDR

an “S” when the number

is speed dialed.

Account Code (aa...a): Account codes are typically used
charge the cost of calls either to internal departmental
cost
accounts for billing to specific projects. Data account codes
caller may be forced to enter an account code when making
data call. The account code may be I-12 digits (the default

March

1997

Issue 1

Revision 0

for security purposes to
centers or to project
may be optional or a data
an internal or an external
value is six digits).

3-3

Station

Message

Detail

Recording

This optional 3-digit field may contain values from “000” to
“999”. “000” indicates that no identifier has been entered. The system identifier is
programmed
at the system level and is printed only if COS Option 246 (SMDR Extended Record) is enabled.
System

Identifier

(iii):

Table 3-1 Summary
Field

of Fields in a Data SMDR Record

Column

Long Call
(Optional)

Definition

Format

- = 5 to 9 minutes, 59 seconds
% = IO to 29 minutes, 59 seconds
+ = 30 or more minutes

Date
I

Spacer

2-6

mm-dd

mm = Month

dd = Day

Start Time

8-13

Spacer

Duration of Call

15-22

Spacer

Calling Party

24-28

PPPPP

ppppp

Calling Party Disconnect

Indicates that the calling party caused the
disconnect.

Spaces

30-33

Data Call Indicator

34-37

Spacer
Type of Data Call

Spaces

43-44

Reason for Disconnect

45-58

Spacer
Call Completion

hh:mm:ss

~hh = Hours
mm = Minutes
ss = Seconds
= Extension

Number

DATA

xxxx

XXXX = DTRX or ADL or ACD or HM or
blank (blank only for incoming or internal
modem pooling call).

14 char’s

14 character explanation

B = Callee is busy
E = Caller error

Speed Call Indicator

S = Number was speed called

Called Party

62-66

99999

qqqqq

Called Party Disconnect

Indicates that the called party caused the
disconnect.

Spacer

External Indicator

69-70

Indicates this was an external data call.

Trunk SMDR Indicator

Spacer

Status

39-42

hh:mm

- see Table 3-2

= Extension Number

Indicates that there is an associated Trunk
SMDR report.

Page 1 of 2

3-4

Issue 1

Revision 0

March

1997

Detailed

Table 3-1 Summary

of Fields in a Data SMDR Record

Column
Account Code

73-84

Spacer

System Identifier (optional)

86-88

Description

- Data SMDR

(continued)
Definition

Format
aa. . . a

a = O-9 space filled; length of 1 -12 digits

iii

i = Oto9
iii = 000 to 999
000 = no code entered
Page 2 of 2

Table 3-2 Data Call Disconnect

Reasons

Explanation
ADL disconnect code dialed.
The device is programmed

for Auto Answer and has DTR high.

The device is not programmed
appear on an originator also.

for Auto Answer and has DTR low. This may

ATTN BUTTON

Call/attn button on the DATASET or call/attn key on digital SUPERSETwas
pressed.

A-l-TN CHARACTER

Programmed

BREAK DETECTED

Break character detected.

BUSIED OUT

The destination

BUSY

The called party is already involved in a call. If the busy indicator (column 60)
does not accompany this reason, then the state of the device may be transient.
Try again. If this reason persists with no busy indicator, reset the device.

CALL DUR OVFLW

The duration of the call timer has overflowed.
(the SMDR record has been printed) but this
has been a call of long duration (exceeding
minutes, 59 seconds). It might be advisable

CARD REMOVED

The digital line card was removed.

DIALER HANGUP

DATA originator hangs up the voice line before the data call was connected.

DISC BUTTON

Disconnect button on the DATASET or data disconnect
SUPERSET was pressed.

DTR DROPPED

DTR for one or both parties dropped for longer than the programmed

HDLC DISC

Communication

INACTIVITY

Session activity timer expired; refer to CDE Form 11.

INCOMPATIBLE

The two data devices are not compatible;
asynchronous.

attention character detected.
data device is busied out.

The call has not been terminated
is to inform the system that there
the timer limit of 99 hours, 59
to check with the originator.

key on digital
interval.

has been lost to the DATASET.
one is synchronous,

The two data parties are prevented from being connected
interconnection table.

the other is

by the

The originator used an invalid account code when making a data call.
Page 1 of 3

March

1997

Issue 1

Revision 0

3-5

Station

Message

Detail

Recording

Table 3-2 Data Call Disconnect
Reason
INVALID DEVICE

Reasons

(continued)

Explanation
The pooled modem data set is not a DATASET 2102 or a DATASET 2103.
a valid DATASET; possibly it is a digital SUPERSET.

FAILURE

stimulus. Check the Data Circuit Descriptor; the called modem did not respond

Established

indicator” and DSR has NOT come HIGH 15 seconds after the

Page 2 of 3

3-6

Issue 1

Revision 0

March

1997

Detailed

Table 3-2 Data Call Disconnect

Reasons

Reason

Description

- Data SMDR

(continued)

Explanation

SET UNPLUGGED

Twisted pair connection

SETUP FAILURE

The call has failed during setup. The cause is unknown and probably obscure.
In this case it is best that the user try the call again. If this persists, the
DATASET should be reset. Further occurrence of this reason code may
indicate a faulty data device or RS-232 connection.

broken or power removed.

SPEED MISMATCH

Ranges of baud rates of the two DATASETs are not compatible.

SYSTEM DISC

The system has
a problem.
- The destination
- The connection
- The connection

disconnected

for one of several reasons,

none of which is

is busy and the originator cannot (or did not) queue,
is not allowed due to invalid tenant interconnection,
is not allowed due to type of devices involved.

TENANTING

The two data parties are in different tenant groups.

UNDECODABLE

Reason unknown.
Page 3 of 3

March

1997

Issue 1

Revision 0

3-7

Station Message

Detail

Recording

Data SMDR Call Record Examples
3.3

of typical Data SMDR call records are shown

Examples

DTRX CALL FROM ANOTHER

below:

SET WHICH PRESSED BREAK KEY

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
11:25
00:01:24
1411 h
DATA DTRX
BREAKDETECTED
1410

On March 13th at II:25
Extension 1411 pressed
minute, 24 seconds.
DTRX CALL NOT ANSWERED

an originating DTRX call from 1411 was answered by 1410.
the BREAK key, disconnecting
the call. The call lasted 1

- TERMINAL

POWERED DOWN

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
11:25
00:00:04
1411 A
DATA DTRX
ANSWER: DTR LO B 1402

On March 13th at 11:25, extension 1411 dialed extension 1402 (which was busy);
extension 1411 was queued. Extension 1411 dropped DTR (terminal powered down).
DTRX CALL TO A WRONG OR INVALID NUMBER

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
11:25
00:00:03
1411 h
DATA DTRX
INVALID NUMBER E 1412

On March 13th at 11:25, extension
number. The call lasted 1 minute,

1411 called extension
3 seconds.

1412, which was an invalid

DTRX CALL TIMES OUT AFTER BEING ESTABLISHED

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
11:25
0O:Ol:Ol
1411
DATA DTRX
INACTIVITY
1412 A

On March 13th at ii:25
after one minute.
DTRX CALL DROPPED
0

Extension

1411 called Extension

1412.

The call timed out

WHEN DATASET UNPLUGGED

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
11:25
00:00:30
1411
DATA DTRX
SETUNPLUGGED
1412 h

On March 13th at 11:25, extension 1411 called extension 1412. Extension
removed power from its dataset. The call lasted 1 minute, 30 seconds.

3-8

Issue 1

Revision 0

1412

March

1997

Detailed

Description

- Data SMDR

DTRX CALL DROPS DTR
0

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
11:25
oo:oo:oa 1411
DATA DTRX
DTRDROPPED
1412 A

On March 13th at I I :25, extension I41 I called extension 1412. Extension
powered off its terminal and dropped DTR. The call lasted 8 seconds.

1412

CALL ANOTHER SET AND PRESS THE ATTN KEY
0

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
11:25
00:01:24
1411 n
DATA DTRX
ATTNBUlTON
1410

On March 13th at 1 I :25, extension 141 I called extension 1410. The call was terminated
when extension 1411 pressed the ATTN key. The call lasted I minute, 24 seconds.
DURING A DTRX CALL, THE CALLING SET PRESSED THE DISC KEY
0

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
11:25
00:01:24
1411 A
1410
DATA DTRX
DISCBUTTON

On March 13th at 11:25, extension 1411 called extension 1410.
extension 1411 pressed the DISC key. The call lasted I minute,
DURING A DTRX CALL, THE CALLED EXTENSION
0

During the call,
24 seconds.

PRESSES THE DISC KEY
5

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
11:25
00:01:24
1411
DATA DTRX
SETUNPLUGGED
1410 h

On March 13th at I I :25, extension 141 I called extension 1410.
pressed the DISC key. The call lasted I minute, 24 seconds.
DURING A DTRX CALL, THE CALLED EXTENSION
0

Extension

1410

PRESSES THE BREAK KEY
5

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
11:25
00:01:24
1411
DATA DTRX
BREAKDETECTED
1410 A

On March 13th at 1 I :25, extension 141 I called extension 1410.
pressed the BREAK key. The call lasted I minute, 24 seconds.
OUTGOING
0

DTRX CALL DISCONNECTED
1

Extension

1410

WHEN THE FAR END HUNG UP
4

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
+03-13
11:25
02:14:46
1410
DATA DTRX
MODEMHANGUP
898 Ir EX*

On March 13th at I I :25, extension 1410 made an outgoing DTRX call. The far end
modem hung up which then caused the pooled modem to also hang up. The call lasted
2 hours, I4 minutes, 46 seconds.
There is a corresponding
trunk record.

March

1997

Issue 1

Revision 0

3-9

Station

Message

OUTGOING
0

Detail

Recording

ADL CALLER HANGS UP PREMATURELY
1

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
ii:25
00:00:17
1410 A
DATA ADL
DIALERHANGUP
s898
EX

On March 13th at II :25, extension 1410 made an ADL call to an abbreviated
dial
number which was an outgoing number.
Pooled modem 898 was selected from the
default pool. Before the call was completed,
the ADL originator hung up. The call
lasted 17 seconds.
ADL CALL DISCONNECTED
0

BY CALLING PARTY
2

123456789012345678901234567890123456789012345678901234567690123456789012345678901234567890
ADLDISCONNECT
03-13
11:25
00:01:24
1410"
DATA ADL
1411

On March 13th at 11:25, extension 1410 made an ADL call to extension
disconnected
the call after 1 minute, 24 seconds.

1411 and

ADL CALL AND CALLED PARTY PRESSES ATTN KEY
0

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567690
1412 A
03-13
11:25
00:01:24
1410
DATA ADL
AllNBUTTON

On March 13th at 11:25, extension 1410 made an ADL call to extension 1411. The
call was terminated
when extension 1411 pressed the ATTN key. The call lasted 1
minute, 24 seconds.
ADL CALL DIALED AN INVALID NUMBER
0

123456789012345678901234567890123456789012345678901234567890123456769012345678901234567890
E 1412
03-13
ii:25
0O:OO:Ol
1410 A
DATA ADL
INVALIDNUMBER

On March 13th at II:25
extension 1410 dialed an invalid number.
disconnected
the call. The call lasted 1 second.
ADL CALL CAMPS ON BUT CALLED TERMINAL
0

The system

IS TURNED OFF
5

123456789012345678901234567890123456789012345676901234567890123456789012345678901234567890
03-13
11:25
00:01:24
1410
DATA ADL
ANSWER: DTRLO
1411 A

On March 13th at 11:25, extension 1410 camped a call onto extension 1411. Extension
1411 turned its terminal off. The camp-on lasted 1 minute, 24 seconds.

3-10

Issue 1

Revision 0

March

1997

Detailed

ADL CALL AND CALLED PARTY UNPLUGGED
0

Description

- Data SMDR

DATASET LINE

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
11:25
00:00:24
1410
DATA ADL
SETUNPLUGGED
1411 A

On March 13th at ii:25
extension 1410 called extension 1411. Extension 1411
unplugged its dataset from the Digital Line Card. The call lasted 24 seconds.
ADL CALL TO ANOTHER
0

DATASET, THEN DROPPED
2

BY PRESSING DISCONNECT
6

BUT-TON
9

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
11:25
00:01:24
1410 A
DATA ADL
DlSCBUTrON
1411

On March 13th at 11:25, extension 1410 established a call with extension 1411.
Extension 1410 presses its Disconnect Button to disconnect the call. The call lasted
1 minute, 24 seconds.
ADL CALL - NO HANGUP AFTER PRESSING
0

1
2
3
5
6
7
4
123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890
03-13
11:25
00:00:22
1410 A
DATA ADL
SETUPFAILURE
1411

On March 13th at 11:25, extension 1410 made an ADL call to extension 1411 but did
not hang up after pressing (Carriage Return). The call lasted 22 seconds.

Data Call Record Buffers
3.4

There are 128 buffers which are dedicated for Data SMDR. Data SMDR records can
be directed to any IO port, independent
of other directed IO, including trunk SMDR.
The one error that can occur is a lack of available buffers which occurs when records
are being queued for printing while the printer is not printing.
If the port to which the Data SMDR records are directed is not guaranteed
to print (refer
to CDE Form 34, Directed IO), and no Data SMDR buffers are available, the oldest
records are automatically
overwritten,
irrespective of the state of COS Option 908,
Data SMDR - Overwrite Buffer.
If the port to which the Data SMDR records are directed is guaranteed
to print, and no
Data SMDR buffers are available, the state of COS Option 908, Data SMDR-Overwrite
Buffer will determine the action. If OVERWRITE
is enabled in CDE, the oldest buffer
in the queue will be overwritten; therefore, all calls are not guaranteed
to be recorded.
If the OVERWRITE
option is disabled, data calls will be barred, due to lack of resources,
once the buffers are full.
An external
printed.

March

1997

data call causes

Issue 1

a Data SMDR

Revision 0

record and a trunk SMDR record to be

3-l 1

Station

3-12

Message

Detail

Recording

Issue 1

Revision 0

March

1997

4 ACD TELEMARKETER
Reporting System SMDR
General
4.1

A new SMDR record is created every time an ACD path is seized. At the completion
of the call, the data is formatted and routed to an RS-232 output port. The contents of
this record describe how the call progressed through the ACD path. This information
is required by the ACD TELE/VIARKETE/?
Reporting System.
If the call is transferred to an ACD
telephone, a second SMDR record
trunk SMDR record that shows the
record contains details about how

path, either by the attendant or from another
is created. The first record is the usual incoming
call being transferred to the ACD path. The second
the call progressed through the ACD path.

If an ACD call inter-flows out of an ACD path without
record is created.
Two system options must be enabled
ACD TELEMARKETER
feature:
l

Recorded
4.2

to allow creation
Distribution,

of SMDR
must

a second

call

reports for the

System Option 41, Automatic
programming
of ACD paths.

Call

be enabled

System Option 44, ACD Reports,
for the reporting system (System

must be enabled to generate the SMDR
Option 41 must be enabled first).

to allow
reports

Information

Each ACD TELEMARKETER
Reporting System SMDR call record occupies a single
85 character line. The information which may be included in a call record is as follows:
l

March

being answered,

1997

Call Start time and date
Calling party
Called party
Call duration
Call completion

status (e.g., called number

Long calls (optional)
Time to answer incoming

busy)

calls

Conferences
and transfers
Second station in a transfer or a conference
Attendant involvement
in a call

Issue 1

Revision 0

4-l

Station

Message

Detail Recording

Table 4-l defines the SMDR record data and its position in the record. The table has
five columns: the first identifies the data; the second defines the data’s position within
the record; the third indicates the format of the data: the fourth describes the data: and
the fifth provides additional notes.
A description

of the call record fields follows

Table 4-l
Name

Long Call

Columns
1

Summary

of Fields in ACD SMDR Records
Definition

Format
2

Table 4-1.

Notes

- = 5-9 min

(Optional)

% = 1 O-29 min

+ = 30 or more min
Date

2-6

Spacer

Start Time

8-13

mm/dd

mm = Month
dd = Day

mm = 01-12
dd = 01-31

hh:mmp

hh = Hours
mm = Minutes

hh = 00-23
mm = 00-59

p = pm (12-hour format)
Spacer

Duration of call

15-22

hh:mm:ss

hh:mm:ss = duration in

hh = 00-18,

hours:minutes:seconds

mm = 00-59
ss = 00-59

maximum =
18:12:15

Spacer

Calling Party

24-27

PPPP

cccc = Extension Number
Tnnn = CO Trunk Number

c = o-9, *, #
nnn = 001-200

Xnnn = Non-CO Trunk Number
mmmm = Attendant Console

m = O-9, *,#
a = O-9, *, #

Directory Number

aaaa = Agent ID Number
Spacer

Time to answer

30-32

ttt

ttt = time in seconds (000-255)
*** = Call unanswered

leading zeroes

output, incoming
calls only
Page 1 of 3

4-2

Issue 1

Revision 0

March

1997

ACD TELEMARKETER Reporting

Table 4-1 Summary
Name
ACD Call
Information

Columns
34-59

System SMDR

of Fields in ACD SMDR Records (continued)

Format
xxx...x

Definition
Incoming ACD Calls:
P = path identifier
XXXX = ACD path
Gl = primary agent group number
01 = first overflow group number
02 = second overflow group
number
03 = third overflow group number
Al = agent group number that
answered call
I = call inter-flowed

Notes
Displays path of call
in the ACD system
(ACD path followed
by agent group
numbers)
With 5 digit SMDR,
only the last four
digits are recorded.

E
s!

YYYY = ACD path number to which
call interflowed
3alled Party

62-65

wwl

cccc = Extension Number
Tnnn = Trunk Number (CO)
Xnnn = Trunk Number (Non-CO)
mmmm = Attendant Console
Directory Number
aaaa = Agent ID Number
pppp = ACD Path Number

rransfer/
Zonference
Zall

T = Supervised Transfer
X = Unsupervised Transfer
C = 3-Way or Conference

Spacer

Third Party

68-71

rrrr

cccc = Extension Number
Tnnn = CO Trunk Number
Xnnn = Non-CO Trunk Number
mmmm = Attendant
aaaa = Agent ID Number
pppp = ACD Path Number

System
dentifier
:Optional)

86-88

Spacer
:Optional)

4NI Digits
Optional)

90-99

Spacer
Optional)

100-l 02

iii

Programmed

at System level

c = o-9, *, #
nnn = 001-200
m = O-9, *, #
a = O-9, *, #
p = o-9, *, #

c = o-9, *, #
nnn = 001-200
m = O-9, *, #
a = O-9, *, #
p = o-9, *, #
i = O-9
iii = 000-999
000 = “No Code
entered”

nn . . .. n

Up to 10 digits from an incoming
ANVDNIS trunk

n = O-9, *, #

Page 2 of 3

March

1997

Issue 1

Revision 0

4-3

Station Message

Detail Recording

Table 4-l
Name

DNIS Digits
(Optional)

Summary

of Fields in ACD SMDR Records

Columns

Format

103-112

dd . .. . d

(continued)
Notes

Definition

Up to 10 digits from an incoming
ANVDNIS trunk

d = O-9, *, #
Page 3 of 3

The following

paragraphs

define each of the fields listed in Table 4-l :

Long Call Indicator (2): This optional field contains a dash (-) for calls of 5 to 9 minutes,
59 seconds, a percent symbol (%) for calls of 10 to 29 minutes, 59 seconds, or a plus
symbol (+) for calls of 30 or more minutes. This is useful when records are to be scanned
manually.
Date (mmkld):
day separated

The date is reported numerically as a 2-digit month followed
by a (/) slash. The year is not reported.

by a 2-digit

Start Time (hh:mmp):
The start time of a call is reported in hours and minutes. System
Option “24 Hour Clock” determines whether a 12-hour or 24-hour format is used. The
letter “p” indicates pm when al 2-hour format is used.
Duration
of Call (hh:mm:ss):
The call duration is repotted in hours, minutes and
seconds with leading zeroes being output (maximum time that can be recorded is 18
hours, 12 minutes, 15 seconds).
Calling Party (pppp): This is the identity of the party that originated the call. If a 5-digit
extension numbering plan is used, only the last four digits will be used by SMDR to
identify the calling party. It is usually an incoming trunk but may be a station or the
Attendant. When the originating party is an incoming CO trunk, “Tnnn” appears on the
record, where “nnn” is the number of the trunk. When the originating party is an
incoming non-CO trunk, “Xnnn” appears in the record.
Time to Answer (ttt): This is the number of seconds from the time the call is presented
to the ACD system until the call is answered.
If the call is never answered, this field
displays ***. It applies to incoming calls only. Leading zeroes are output and the field
remains at 255 when more than 255 seconds are required.
ACD Call Information:
(PXXXX Gl 01 02 03 Al or PXXXX 01 02 03 IYYYY). 01,
02, or 03 only appear if they are programmed
and the call overflows-to these groups.
If the lntetflow point is not an ACD path access code, only “I” appears after the last
overflow group number. If the Interflow point is an ACD path, the “I” is followed by the
4-digit path access code.
Called Party (qqqq): This is the agent to whom the call
the called party is output is identical to that used for the
(pppp). For direct-in lines (typical ACD application),
it
agent answers an incoming call, the agent ID appears

4-4

Issue 1

Revision 0

is directed. The format in which
calling patty. See Calling Party
is the agent ID number. If an
in this field.

March

1997

ACD TELEMARKETER Reporting

System SMDR

Transfer/Conference
Call (K): This field identifies calls that involve three or more
parties. It contains a “T” for supervised
transfers, “X” for unsupervised
transfers (i.e.,
dead transfer or transfer into busy) and a “C” for 3-way conversations
and conferences.
Third Party (rrrr): The third party field contains the number of the station to which a
trunk call has been transferred.
When several transfers take place during a trunk call,
the first party is the only one reported. The format is identical to that of the Calling Party
(pppp). When a call is transferred
to an ACD system, the ACD Path Access Code
appears in this field.
System identifier
(iii): This optional 3-digit field may contain values from “000” to
“999”. “000” indicates that no identifier has been entered. The system identifier is
programmed
at the System level and is printed only if COS Option 246, SMDR Extended Record, is enabled.
ANI Digits (nn . . . . n): This optional field may contain up to IO digits. If COS Options
806 (SMDR - Record Incoming Calls) and 814 (SMDR - Record ANVDNIS) are enabled,
the ANI digits received from an incoming trunk will be recorded. If no ANI digits are
received, this field will be blank.
DNIS Digits (dd . . . . d): This optional field may contain up to IO digits. If COS Options
806 (SMDR - Record Incoming Calls) and 814 (SMDR - Record ANVDNIS) are enabled,
the DNIS digits received from an incoming trunk will be recorded. If no DNIS digits are
received, this field is blank.

March

1997

Issue 1

Revision 0

4-5

Station

Message

Detail Recording

ACD Call Record Examples
4.3

The following subsections
show examples of typical SMDR
types of ACD calls. The examples omit system identifiers.

ACD CALLS ANSWERED
0

call records

for various

BY AGENTS
2

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01

08:41

00:00:08

TO01

002

P2123

01 01

1101

CO Trunk 1 comes in on path 2123 and rings agent group 1. Call is answered
1101 of agent group 1.
0

by agent

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01

O&44

00:08:29

TOO2

009

PO456

05 06 05

1515

CO trunk 2 comes in on path 456 and rings agent group 5 and overflows
6. Call is answered by agent 1515 of agent group 5.
0

to agent group

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01

Ok50

00:00:22

TOO3

012

P2324

01 02 02

1205

CO trunk 3 comes in on path 2324 and rings agent group 1 and overflows
group 2. Call is answered by agent 1205 of agent group 2.
0

to agent

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01

Ok52

00:00:05

TOO1

006

P2123

01 07

1703

CO trunk 1 comes in on path 2123 and rings agent group 1. Call is answered
1703 of agent aroup 7 (via call pickup).
0

by agent

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01

09:53

00:00:18

TOO3

005

P2324

01 02 02

1202x

1861

CO trunk 3 comes in on path 2324 and rings agent group 1 and overflows to agent
group 2. Call is answered by agent 1202 of agent group 2. Call is transferred
(unsupervised)
by 1202 to 1861 (non-agent).
0

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01

O&53

00:00:12

TO01

006

P2123

01 01

1103T

1515

CO trunk 1 comes in on path 2123 and rings agent group 1. Call is answered
1103 of agent group 1. 1103 transferred
(supervised)
call to agent 1515.

4-6

Issue 1

Revision 0

by agent

March

1997

ACD TELEMARKETER Reporting

System SMDR

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01

09:54

0O:OO:lO

TO01

006

P2123

01 01

IlOlT

1512

CO trunk 1 comes in on path 2123 and rings agent group 1. Call is answered by agent
1101 of agent group 1. Agent 1101 transferred
(supervised) call to path 456. Agent
I.512 answered call.
ACD CALLS ANSWERED BY NON-AGENTS
0

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01

09:Ol

00:00:03

TO01

004 P2123

01 00

2101

CO trunk 1 comes in on path 2123 and rings agent group 1. Call is answered
extension 2101 (via call pickup).
0

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01

09:02

00:00:08

TOO3

004

P2324

2678

01 02 00

CO trunk 3 comes in on path 2324 and rings agent group 1. Call overflowed
group 2. Call is answered by extension 2678.

to agent

ACD CALLS ABANDONED
0

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01

09:ll

0O:OO:lO

TOO2

***

PO456

CO trunk 2 comes in on path 456 and rings agent group 2. Call is abandoned.
0

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01

09:14

00:00:14

TOO2

** PO456

02 03

CO trunk 2 comes in on path 456 and rings agent group 2. Call overflowed
group 3. Call is abandoned.
0

to agent

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01

09:15

00:00:07

TOO2

***

PO456

CO Trunk 2 comes in on path 456 and the caller hung up in delay for ringback
the call is presented to the primary agent group.

March

1997

Issue 1

Revision 0

before

4-7

Station Message

Detail Recording

ACD CALLS INTERFLOWED
0

12345678901234567890123456789012345678901234567a901234567a901234567a901234567a901234567a901234567a9
07/01

09:04

00:00:14

TOO2

***

PO456

05 06 07 08 I

CO trunk 2 comes in on path 456 and rings agent group 5. Call overflows
groups 6, 7, 8 and is intet-flowed. Call is dropped.
1

to agent

12345678901234567890123456789012345678901234567a901234567a901234567a901234567a901234567a901234567a9
07/01
07/01

09:05
09:05

00:00:16
00:00:02

TO01
TO01

***

P2324

01 02 04 10 12311

l 009

2311

CO trunk 1 comes in on path 2324 and rings agent group
groups 2, 4,lO and is intet-flowed to the attendant 2311.
CO trunk 1 rings 2311. Call is answered

by 2311.

1. Call overflows

to agent

12345678901234567890123456789012345678901234567a901234567a901234567a901234567a901234567a901234567a9
07/01
07/01

09:07
09:07

00:00:26
00:00:07

TOO2
TOO2

***
008

PO456
P2324

05 06 07 08 12324
01 01

1102

CO trunk 2 comes in on path 456 and rings agent group 5. Call overflows
groups 6, 7, 8 and is interflowed to path 2324.

to agent

CO trunk 2 comes in on path 2324 and rings agent group 1. Call is answered
1102 of agent group 1.
UNSUPERVISED

TRANSFER

by agent

OF CALLS TO THE ACD SYSTEM

Note:

Each call generates two records.

12345678901234567890123456789012345678901234567a901234567a901234567a901234567a901234567a901234567a9
07/01
07/01

0920
09:20

00:00:22
0O:OO:lO

TOO3
TOO3

000
004

01 02 02
05 05

P2324
P2324

1201X
1501

456

CO trunk 3 comes in on path 2324 and rings agent group 1. Call overflowed to agent
group 2 and is answered by agent 1201 of agent group 2. Agent 1201 then transferred
the call to ACD path 456.
Trunk 3 comes in on path 456 and rings agent group 5. Call is answered
of agent group 5.
0

by agent 1501

12345678901234567890123456789012345678901234567a901234567a901234567a901234567a901234567a901234567a9
07/01
07/01

4-8

09:22
09:22

00:00:04
00:00:02

TOO3
TOO3

015
**
l

P2324
PO456

Issue 1

01 01
05

Revision 0

1101X

456

March

1997

ACD TELEMARKETER Reporting

System SMDR

CO trunk 3 comes
in on path 2324 and rings agent group 1. Call is answered by agent
1101 of agent group 1. Agent 1101 then transferred the call to ACD path 456.
Trunk 3 comes in on path 456 and rings agent group 5. Call is abandoned.
0

12345678901234567890123456789012345678901234567a901234567a901234567a901234567a901234567a901234567a9
07/01
07/01

09:24
09:24

00:00:04
00:00:05

TOO7 *005
TOO7 009

P2324

CO trunk 7 rings the attendant,
ACD path 2324.

2324
1104

01 01

the attendant

answered

the call and transferred

Trunk 7 comes in on path 2324 and rings agent group 1. Call is answered
1104 of agent group 1.
0

it to

by agent

12345678901234567890123456789012345678901234567a901234567a901234567a901234567a901234567a901234567a9
07/01
07/01

09:27
09:27

00:00:07
00:00:05

TO08
TOOa

005
009

CO trunk 8 rings extension
2324.

P2324

5220X
1102

01 01

5220. Call is answered

2324

by 5220 and is transferred

Trunk 8 comes in on path 2324 and rings agent group 1. Call is answered
1102 of agent group 1.
SUPERVISED

TRANSFER

Note:
1

by agent

OF CALLS TO THE ACD SYSTEM

Each call generates

to path

two records.
3

12345678901234567890123456789012345678901234567a901234567a901234567a901234567a901234567a901234567a9
07/01
07/01

09:51
09:51

0O:OO:iO
00:00:20

TO13
TO13

015
009 P1456

3201T
1201

01 01

1456

CO trunk 13 rings extension 3201. Call is answered by 3201 (non-agent).
3201 dialed
path 1456. Agent 1201 answered the call. 3201 transferred CO trunk 13 to 1201.
0

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01
07/01

09:54
09:54

00:00:14
00:00:20

TO08
TO08

*009
010

PI456

01 01

CO Trunk 8 rings an attendant. Call is answered
path 1456. Call is answered by agent 1104.

March

1997

Issue 1

Revision 0

1456
1104

by the attendant.

The attendant

dialed

4-9

Station

Message

Detail

Recording

12345678901234567890123456789012345678901234567a90123456789012345678901234567a901234567890123456789
07/01
07/01

09:57
09:57

00:00:15
00:00:30

CO trunk

010 P2324
005 PI456

01 01
01 01

1107T
1502

1456

in on path 2324 and rings agent group

3 comes

1107 of agent
0

TOO3
TOO3

group

1. 1107 dialed path 1456. Agent
3

1. Call is answered
1502 answered call.
a

by agent

123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789
07/01
07/01

09:58
09:58

00:00:12
00:00:15

TOO1
TO01

012 P2324
020

01 01

IIOIT
1606

1606

CO trunk 1 comes in on path 2324 and rings agent group 1. Call is answered by agent
1101 of agent group 1.1101 dialed agent 1606. Agent 1606 answered call and 1101
transferred
CO trunk 1 to 1606.
ACD CALLS INCLUDING
Note:

ANVDNIS INFORMATION

Assume an 80-column printer is used to record the SMDR. If a larger printer is used, the ANVDNIS
information will appear on the extreme right-hand side of the page.
2

1234567890123456789012345678901234567890123456789012345678901234567a90123456789012345678901234567890123456789
07101

08141

00:00:08

TOO1

002

P2123

01 01

1101

9485763

017230456

CO trunk 1 comes in on path 2123 and rings agent group 1. Call is answered by agent
1101 of agent aroup 1. ANI and DNIS digits received from CO Trunk 1 are respectively
017230456and9485763.
0

123456789012345678901234567890123456789012345678901234567a901234567a9012345678901234567a901234567890123456789
07/01

08:42

00:00:15

TOO1

002

P2123

1102

01 01

2782212

CO trunk 1 comes in on path 2123 and rings agent group 1. Call is answered by agent
1102 of agent group 1. ANI digits received from CO trunk 1 are 2782212. No DNIS
digits were received.
0

123456789012345678901234567890123456789012345678901234567a9012345678901234567a901234567a901234567890123456789
07/01

08:43

0O:OO:lO

TOO1

003

P2123

01 01

5922124

1103

CO trunk 1 comes in on path 2123 and rings agent group 1. Call is answered
1103 of agent group 1. DNIS digits received from CO trunk 1 are 5922124.
digits were received.

4-10

Issue 1

Revision 0

by agent
No ANI

March

1997

5 External Devices
General
5.1

The data formatting of SMDR records is an integral part of the system which does not
require additional hardware or hardware modification.
Installation is simply a matter of
connecting a compatible
printer or terminal to the output port of the system.
SMDR records are output from the PABX in standard RS-232 format. Any RS-232
compatible device can be connected directly to the output port for the storage of
records.

Printer
5.2

A summary
follows:
l

of the parameters

132 character line length
300 baud to 9600 baud
standard ASCII character

which

must be available

from an SMDR

printer

is as

set

The baud rate of the printer port or data port is selectable from the Maintenance
Terminal (refer to the RS-232 Maintenance
Terminal Practice). Ensure the baud rate
of the printer matches that selected at the Maintenance
Terminal.

Tape Machine
5.3

A tape machine which is capable of operating
over an RS-232
connected to the SMDR output port of the PABX.

interface

can be

Cabling
5.4

The printer, terminal or storage device should be located within 15.2 m (50 ft) of the
RS-232 port. Failure to observe this precaution
may cause the SMDR record to be
corrupted.

March

1997

Issue 1

Revision 0

5-1

Station Message

5-2

Detail

Recording

Issue 1

Revision 0

March

1997

6 SMDR Programming
and Control
General
6.1

The operation
of the SMDR feature is determined
during initial installation
of the
system. Programming
the SMDR feature is part of the System and Class of Service
Options
programming
known collectively
as customer
data entry (CDE). The
operation can be modified at any time by the maintenance
person, using the CDE
terminal. Table 6-l shows the Trunk SMDR options involved and Table 6-2 shows the
Data SMDR options involved. A brief description
of these options is given below. A
complete description of the CDE forms is given in the Customer Data Entry Practice.
For an outgoing call record to be generated,
SMDR must be enabled in CDE Form 16,
Trunk Groups. A device accessing a trunk group with SMDR enabled will generate an
SMDR record unless COS Option 700, SMDR - Does Not Apply, is enabled in that
device’s Class of Service.

TRUNK SMDR and ACD SMDR Programming
6.2

The Trunk SMDR
l

Record

Note:

March

1997

Incoming

options

Calls: This COS option enables

are as follows:

SMDRfor

incoming

trunkcalls.

For modem pooling, if the Record Incoming Calls option is enabled, and the SMDR buffers
become full, new incoming CO calls will receive busy tone and new incoming TIE, DID, or DISA
trunks will receive reorder tone. These calls will not be accepted by the PABX. Not available in
LIGMWARE
Basic software.

Record Meter Pulses: This COS option causes meter pulses generated
central office to be counted and then reported in the SMDR record.

by the

Drop Calls Less Than n Digits: When this COS option is enabled, outgoing calls
of less than n digits are not reported (where 9” is programmed
to be between 0
and 11 and 0 disables the option).
Drop Incomplete
Outgoing
Calls:
outgoing calls are not recorded.
1.
2.

and ACD SMDR programming

Options

When this COS option is enabled,

If the call duration is less than the programmed
value of the system timer
“Pseudo Answer Supervision
Timer”, the call is considered an incomplete
If Trunk Circuit Descriptor
ANSWER SUPERVISION

incomplete

call.

Option “Far End Gives Answer Supervision”
is set to YES, and
is not received, an SMDR record is not generated.

Extended
Record: When this COS option is enabled, the length of the SMDR
record is extended from 80 to 88 columns. This allows the last four columns of
12-digit account codes and the System ID to be reported.
If Cos Option 814, SMDR - Record ANI/DNIS/CLASS,
is enabled and there areANI/DNIS/CLASS
digits to be printed, the extended record will be printed even if Cos Option 246, SMDR - Extended
Record, is disabled.

Overwrite
Buffer: When this COS option is DISABLED and all SMDR buffers are
in use, outgoing calls requiring SMDR will not be allowed. When ENABLED, the
Issue 1

Revision 0

6-l

Station Message

Detail

OLDEST
outgoing
Note:

.
.
l

Recording

SMDR buffer waiting
call SMDR information.

to be printed

with the new

If the Overwrite Buffer option is disabled and the SMDR buffers become full (for example, printer
out of paper), outgoing calls are prohibited until the buffers are emptied.

Does Not Apply: When this COS option is enabled, no calls will be recorded for
the Class of Service in which it is enabled.
indicate Long Calls: When this System Option is enabled, calls of 5 minutes or
longer are flagged in the SMDR record.
24-Hour
Clock: When this System Option is enabled, the start time within the
SMDR record will be recorded in 24-hour format. When disabled, the start time is
recorded in 12-hour format (p = pm).
ACD Reports:
This System Option, when enabled, provides ACD information to
be output to the reporting system as part of the SMDR reports.
Analog Networking
SMDR: When this System Option is enabled, the calling party
field contains the caller’s extension number as provided by Analog Networking,
instead of the incoming trunk number. When disabled, the calling party field is not
overwritten with the Analog Networking information.
Five Digit SMDR: When this System Option is enabled, five digit numbers will be
recorded for Calling party, Called party and Third party.
Record ANVDNISKLASS:
To record the ANI and/or DNIS and/or CLASS digits
received from an incoming trunk, COS Option 806 (SMDR - Record Incoming
Calls) and COS Option 814 (SMDR - Record ANVDNISCLASS)
must be enabled.
Table 6-1 CDE-Selected

SMDR COS and System

Option

1 SMDR - Extended

Record

Options

1 Type

Option Number

246

cos

SMDR - Record Meter Pulses

cos

247

SMDR - Does Not Apply

cos

700

SMDR - Overwrite

cos

702

cos

803

cos

804

SMDR - Record Incoming Calls

cos

806

SMDR - Record ANVDNIWCLASS

cos

814

System

Five Digit SMDR

System

SMDR - Indicate Lona Calls

Svstem

ACD Reports

System

Buffer

SMDR - Drop Calls < n Digits (n = O...ll,
SMDR - Drop Incomplete

disable = 0)

Outgoing Calls

24-Hour Clock
Analog Networking

SMDR

(see Note)

Pseudo Answer Supervision Timer
Note:

6-2

will be overwritten

ACD Reports are not available with LIGHTWARE

Issue 1

Revision 0

Basic software.

March

1997

SMDR Programming

Data SMDR Programming
6.3

Options

Three Class of Service (COS) options and one System Option, as listed in Table 6-2,
are available with Data SMDR (Data SMDR is not available with LlGHTWARE Basic
software).
l

Note:

Data SMDR - Does Not Apply: This option, when enabled, prevents Data SMDR
records from being printed.
Data SMDR - Extended
Record: This option, when enabled, adds the system
identifier to the Data SMDR record.
Data SMDR - Overwrite
Buffer: This option, when enabled, will prevent a data
call from being blocked due to a lack of Data SMDR buffers. However, with buffers
being overwritten, there is no guarantee
of recording all data calls. If disabled,
data calls will be blocked if there are no available Data SMDR buffers.
Data SMDR - Indicate
Long Calls: This timer, when enabled,
provides an
identifying character in column 1 to indicate the approximate
length of the call.
If the Overwrite Buffer option is disabled
prohibited until the buffers are emptied.

Table 6-2 CDE-Selected

and the Data SMDR buffers become

full, data calls are

Data SMDR COS and System Options

Option

Number

Type

( DATA SMDR - Does Not Apply

cos

906

DATA SMDR - Extended Record

cos

907

DATA SMDR - Overwrite Buffer

cos

908

System

DATA SMDR - Indicate Long Calls

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and Control

1997

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6-3

Station Message

6-4

Detail

Recording

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March

1997

7 Operational

Parameters

General
7.1

The SMDR feature
is transparent
to the end user. There are no operational
procedures
to be employed
by the Attendant
or station user. A summary
of the
operational
parameters which are described earlier in this document follows.

Non-Recording
7.2

SMDR
l

Conditions
is not initiated

The following
When
is the
Direct
blank.
When
called
When
party
field.
When
is the
When
trunk,
in the

March

1997

conditions:

Busy tone is obtained by the Attendant or a station when
all trunks in the group are busy),
The calling or called party has a class of service which
Reorder tone is obtained by the caller,
The Attendant intercepts a station attempting to access
During a power failure condition, no SMDR records are

Attendant-Handled
7.3

under the following

a trunk is dialed (because
disables

SMDR,

a trunk group,
made.

Calls
conditions

are reported

as shown when the Attendant

handles

a call:

the Attendant dials a trunk with no station or trunk involved, the calling party
Attendant.
Trunk Access by the Attendant is reported. The Leading Digits field is left
the Attendant answers a trunk call and does not transfer it to a station, the
party is the Attendant.
the Attendant dials a trunk while it has a station as its source, the calling
is reported as the station and an (*) appears in the “Attendant was Involved”
the Attendant connects a previously held station
station and an (*) appears in the “Attendant was
the Attendant has a trunk as Source, and then
the calling party is the trunk, the called party is the
“Attendant was Involved” field.

Issue 1

Revision 0

to a trunk, the calling party
Involved” field.
connects a station to the
station, and an (*) appears

7-l

Station

Message

Detail

Recording

Incoming Calls
7.4

When SMDR
.

is enabled

for incoming

calls, the following

conditions

are reported:

Digits dialed on incoming DID, DISA or dial-in TIE trunks are reported in the “Digits
Dialed on the Trunk” field. When the dial-in trunk dials an illegal or vacant number
or hangs up before completing the number, the call is reported. The called party
is the station dialed. The DISA Security Code is not reported.
The called party is always the Attendant, except when the Attendant forwards the
call to a station. The station then becomes the called party and an (*) is reported
in the “Attendant was Involved” field.
Direct-in trunks show the station number as the called party (i.e., dial-in trunks).
However, the “Digits Dialed” field is blank. When the trunk is directed to a Hunt
Group, the station that answered the call is reported.
On incoming calls, an “E” is reported when the trunk hangs up while listening to
reorder tone, or a “B” is reported when the trunk hangs up while listening to busy
tone. A “T” is reported when the incoming call is answered with TAFAS.

Data SMDR
7.5

7-2

All internal and external data calls are recorded if this option is enabled.
calls generate a trunk SMDR record as well as a DATA SMDR record.

Issue 1

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External

March

data

1997

Appendix
Account

A
Codes

General
A.1

This appendix

provides

a general

description

of account

codes and their operation.

Description
A.2

Account codes uniquely identify SMDR call records for billing purposes. Two types of
account code length options (fixed length and variable length) can be programmed
in
the System Options form during customer data entry. A fixed length account code is
preprogrammed
to be of a length between 4 and 12 digits. A variable length account
code can be of any length between 1 to 12 digits. Variable length account codes
require a terminator
digit (see paragraph
A.3). When no account code length is
specified during CDE programming,
the default length is six digits.
The Verifiable Account Code feature is an option of SMDR which provides unique
codes with assigned COS and/or COR options. Dialing averifiable account code (which
has been assigned a COS or a COR) will override the COS and/or COR currently
assigned to a telephone.
A new SMDR record is generated each time a new verified
account code is entered.

Account
A.3

Code Terminator

The variable length account code terminator
variable-length
account code to indicate
complete. A variable length account code
since they have no # digit. If variable length
to 6-digit account codes. The terminator
account code of the full 12 digits be dialed.

Forced Account
A.4

is the # digit. It is dialed at the end of a
to the system that the account code is
cannot be dialed from rotary telephones
is enabled, rotary telephone sets default
is not required should a variable length

Codes

COS Option 200, Account Code, Forced
stations in order to bar trunk access from
preceded by a valid account code. COS
Long Distance Calls, may be assigned to
calls (identified
in the ARS Digit Strings
preceded by a valid account code.

Entry - External Calls, may be assigned to
those stations, unless the access attempt is
Option 201, Account Code, Forced Entry stations in order to bar certain long distance
CDE form), unless the access attempt is

Forced account codes can also be assigned to DISA trunks via the COS of the special
DISA trunk in order to force a validation check on incoming DISA calls. System dial
tone is not returned to the caller until a valid independent
account code is received.

March

1997

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A-l

Station Message

Detail Recording

Operation
Account
l

Lift handset

call:

- dial tone is returned.

Dial the feature access code followed by the account code and terminator
terminator is not required with fixed length account codes.
Dial trunk access code (usually 9).

Dial the outgoing

Account
l

.
l

code entry during a call on a SUPERSET
CODE?

42W

telephone:

appears.

Press YES softkey.
Enter Account Code number.
Press SAVE softkey.
code entry during a call on a SUPERSET

Press ACCOUNT CODE softkey.
Enter Account Code number.

Press SAVE softkey.

(#); the

number.

Press SUPERKEY.
Press NO softkey until ACCOUNT

Account

A-2

Code entry at the start of an outgoing

Issue 1

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43oRc telephone:

March

1997

Appendix

DATA Account

Codes

General
B.l

This appendix provides an overview of the Data Account Code feature. It includes
examples of ADL, DTRX, and incoming and internal modem pooling call applications.
For a detailed
description
of account codes, refer to the Features
Description
Practice.

Description
B.2

With the Data Account code feature, data users can have the option or be forced to
enter verified or non-verified
account codes. These codes must be entered during the
call setup phase of a data call and can be applied to internal, external and long
distance calls. For the DTRX user, an account code access is represented
by a
character
string, “ACCOUNT”,
while an account code access code digit string is
entered for ADL or incoming or internal modem pooling calls. Account code entries
are accepted by the following circuit types: station, set, console, TIE or DISA trunk.

Incoming,
8.3

Outgoing,

and Internal

Data Calls

Verified or non-verified
account codes applied
the call setup phase. The following restrictions
calls:

to data calls must be entered during
apply on incoming or outgoing data

Incoming Data Calls
l
A TIE trunk caller can dial an account code access code and an account code
number only after the TIE trunk has been seized.
l
An incoming special DISA caller can only enter an account code after dial tone
has been returned.
l
An incoming regular DISA caller dials the DISA access code and waits for returned
dial tone before entering the account code access code and an account code
number.
l
An incoming DIL data call to the attendant requires the attendant to dial the account
code for the calling party.
l
The same account code will be stored in both the DATA SMDR and Trunk SMDR
records.

March

1997

Issue 1

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B-l

Station Message

Outgoing

Detail Recording

and Internal

Data Calls

For a DTRX application, the account code access code “ACCOUNT”
and the account
code number are entered after the destination number in the dialed digit string. The
following are examples of an account code entered by a DTRX caller:
l

CALL 1234-9-5555678-ACCOUNT-2222
OR

CALL 1234 9 5555678

ACCOUNT

2222

OR
l

CALL 1862-ACCOUNT-2222

(internal

DTRX call with account

code)

OR
l

CALL 1862 ACCOUNT

2222

(prompt)
CALL
1234

- modem

pool access code

- ARS access

5555678

- directory

ACCOUNT

- account

2222

- 4-digit

1862

- internal

code

number

of the destination

code access
account

data device

code character

string

code number

destination

data station

For an ADL application, the account code access code and the account code number
are entered after the ADL access code. The following are examples of an ADL call:
87-75-2222-i
code)

234-9-5555678

87-75-2222-i

862 (internal

(external

ADL call with account

- ADL access

- account

2222

- 4-digit

1234

- modem

- ARS access

5555678

- directory

number

of the destination

1862

- internal

destination

data station

pooling

call with account

code)

code

code access code
account

code number

pool access

code

Note that dial tone is not returned

B-2

ADL modem

Issue 1

data device

after the account

Revision 0

code is entered.

March

1997

Appendix

B - DATA Account

Codes

For an internal call via the modem pool or for an incoming TIE or DISA trunk call, once
the trunk has been seized, the account code access code and the account code number
are entered prior to the destination digit string.
75-2222-i

234-l 862 (internal

- account

2222

- 4-digit account

1234

- modem

1862

- destination

Incoming

modem

code access

pooling

call with account

code)

code

code number

pool access

code

data station

Call over Special DISA Trunk

In order that the special DISA caller has access to the PABX, an account
an account code access code must be dialed as a security code.
Other Calls Applying
An account

Dial account

Account

code without

Codes:

code access code must be dialed prior to the account

code number.

code digits.

If the account code is a variable length, the digit string must be followed by a #. If the
digit string has reached the maximum of 12 digits, the caller has the option of either
entering the # delimiter or leaving it out.
A non-variable length account code must be programmed
between 4 - 12 digits.

For a non-DTRX or non-ADL call, the PABX supplies
account code has been dialed.

System
B.4

with the account

Abbreviated
The system

code length

dial tone after a correct

Dial Numbers

abbreviated

dial number

for an ADL caller may include

an account

code.

EXAMPLE:
System

Abbreviated

Access Code + System

ADL Access Code + Account
Destination
Number

Code Access

Abbreviated

Number

Code + Account

Code Number

or
Account

Code Access

Code + Account

For DTRX callers, the Account
numbers.

Code Number

Code cannot

+ Destination

be included

in system

For a Speed Call number, the Account Code Access Number
Number may be included in the digit string.

March

1997

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Number
abbreviated

and the Account

Code

B-3

Station Message

Detail Recording

An incoming TIE, DISA, or internal modem pooling caller may dial a speed dial number
which includes an account code with the destination
number. The destination number
may be a modem pool hunt group number plus a data station or data hunt group
number, or it may be a data station or data hunt group number (if the default modem
pool hunt group is programmed).
EXAMPLE:
System

Abbreviated

Access

Code + System

Abbreviated

Account Code Access Code + Account Code Number
number + data station/hunt
group number

Number
+ modem

=
pool hunt group

OR
Account Code Access Code + Account Code Number
(if default modem pool hunt group is programmed)

Forced Account
B.5

B-4

+ data station/hunt

group number

Codes

The COS of the caller is checked to determine
so, an account code must be entered:

if any of the following

Account

Code,

Forced Entry - Data External

Account

Code,

Forced Entry - Data Long Distance

Account

Code,

Forced Entry - Data Internal

issue 1

Revision 0

options

apply. If

Calls (COS Option 327)
Calls (COS Option

328)

Calls (COS Option 326)

March

1997

Appendix

March

1997

Issue 1

Revision 0

B - DATA Account

Codes

B-5

Station Message

B-6

Detail Recording

Issue 1

Revision 0

March

1997

SX-200@ ML PABX

Tenanting

l”, 8 - Trademark of Mitel Corporation.
0 Copyright 1997, Mite1 Corporation.
All rights reserved
Printed in Canada.

MITEL@
CR,

Tenanting

NOTICE
The information
contained
in this document
is believed to be accurate in all
respects but is not warranted by Mite1 Corporation
(MITELs).
The information is
subject to change without notice and should not be construed in any way as a
commitment
by Mite1 or any of its affiliates or subsidiaries.
Mite1 and its affiliates
and subsidiaries
assume no responsibility
for any errors or omissions
in this
document.
Revisions of this document
or new editions of it may be issued to
incorporate
such changes.

VT1 OOTMis a trademark of Digital Equipment Corp.
SX-200, SUPERSET, SUPERSET 410, SUPERSET 420, SUPERSET 430,
SUPERCONSOLE
1000, MILINK and LIGHTWARE are trademarks
or registered
trademarks
of Mite1 Corporation.

Issue 1

Revision 0

March

1997

Table of Contents
1.

Introduction
Reasonforlssue

...........................................
..........................................

General Description.

..............

l-l

..............

l-l

.2-1

.................................................

Overview .............................................................
Multiple Tenant Application ................................................
Multiple Customer Application ..............................................
Data Users Application ...................................................
Independent Consoles, Subattendants, Trunks, and Stations .....................
Tenant Interconnection
..................................................
Identifying Tenants on Consoles and SUPERSETTM Telephones
..................
Local Night Switching ....................................................
Night Bells and Night Answer ..............................................
DialORouting
.........................................................
Call Rerouting Features and Answer Point ....................................
Direct Inward Dial Rerouting ...............................................
Direct-In Line Rerouting ...................................................
SubattendantsJEnhanced
Subattendants and Message Centers ...................
Numbering Plan .........................................................
Automatic Route Selection with Multiple Tenants ...............................

Programming

and CDE ..............................................

..2- 1
.2-l
.2-l
.2-l
.2-2
..2- 3
.2-4
.2-5
.2-6
..2- 6
.2-7
.2-8
.2-8
.2-8
.2-8
.2-9

.3-1

Tenant Assignments
.....................................................
Interconnection Between Tenants ...........................................
Call Rerouting ..........................................................
NightSwitching
........................................................

.3-l
.3-2,
.3-3
..3- 5

List of Figures
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure

March

2-l
2-2
2-3
2-4
2-5
3-l
3-2
3-3
3-4

1997

Tenant Connections to PABX ........................
Tenant Interconnection with Shared Console ............
SUPERSET 430TM Telephone Serving Several Tenants ...
Night Switching Options ............................
Dial 0 Call Routing .................................
StationlSUPERSETTelephone
Programming Form .......
Tenant Interconnection Table ........................
Call Rerouting Table ...............................
Tenant Night Switching Control .......................

Issue 1

Revision 0

............
............
............
............
............
............
............
............
............

2-2
2-3
2-4
2-5
2-7
3-l
3-2
3-3
3-5

Tenanting

Issue 1

Revision 0

March

1997

1 Introduction
Tenanting is a feature which allows up to 25 tenants to share features and capabilities
of the PABX. Some PABX features are enabled for each tenant individually through
customer data entry (CDE) while other features are shared by all tenants.

Reason for Issue
1.1

This section

March

1997

describes

tenanting.

Issue 1

It also explains

Revision 0

how to program

and use tenanting.

l-l

Tenanting

l-2

Issue 1

Revision 0

March

1997

2 General Description
Overview
2.1

Tenanting is a very powerful and flexible feature available with the PABX. The PABX
may be operated as a single tenant or in a multiple customer or multiple tenant mode,
by sharing services such as attendants
or trunks. A typical installation
may have
several tenants,
each with its own trunks, stations and attendant.
Members
of
different tenants may be programmed
to access each other (but not necessarily each
other’s features)
without going through the local central office, or may be totally
independent
of each other. The customer (or customers) can share the economies of
a larger PABX, such as specialized
trunks, leased services, and other features.
SMDR, described in the Station Message Detail Recording Practice, allows equitable
assessment
of costs among all users.
Up to 25 tenants (or customers) may be defined within the PABX with a maximum
11 consoles. A maximum of 25 enhanced subattendant
positions may be defined.
Please refer to the Customer Data Ent~ Practice and reference Form 09,
Station/SUPERSETTM
Telephones,
for information on the subattendant
position.

Multiple
2.2

Tenant Application

A typical multiple tenant application is a company which occupies a large building and
has attendants
and/or subattendants
and/or enhanced
subattendants
in different
areas, such as each floor or department.
Some features, such as attendant
recall,
access the local attendant
instead of the main attendant
position, but other features
such as WATS, ARS, Tie lines, or abbreviated
dialing are available to all users.

Multiple
2.3

Customer

Application

A typical multiple customer
application
is a building served by one PABX, with
telephone service for each customer (tenant) going through the PABX independently.
When one customer calls another, the calling party must access one of its CO trunks
and dial the other customer’s
listed directory number. The call will go through the CO
and then appear as an incoming CO call at the called customer.

Data Users Application
2.4

The PABX tenanting features are also available for data users. A typical application is
to restrict access to certain computers,
printers, and other data devices to data users
in one or more specific internal departments,
by placing all members into the same
tenant and denying all other tenants access. Any computer resources which must be
available to all users can be put into a tenant group to which everyone has access.

March

1997

Issue 1

Revision 0

2-l

Tenanting

Independent
2.5

Consoles,

Subattendants,

Trunks, and Stations

The PABX is divided into distinct tenants; all stations, SUPERSETtelephones,
trunks,
subattendant/enhanced
subattendant
telephones,
and attendant
consoles
are
assigned to a tenant as they are programmed
into the PABX. Trunks and Dial 0 calls
are programmed
to ring to only their associated
attendant/subattendant/enhanced
subattendant
position. Outgoing calls seize only trunks within their same tenant as
shown in Figure 2-1.
-

TENANT 1 TRUNKS

TENANT 25 TRUNKS
CC0546

Figure

2-2

2-1 Tenant

issue 1

Connections

Revision 0

to PABX

March

1997

General

Description

Tenant Interconnection
2.6

The PABX may be programmed
to allow certain tenants to connect to each other
internally within the system or to allow for sharing of services such as an attendant
console or trunks.
Each tenant
example, an
to tenant 25
2, and 3 may

may or may not be allowed to connect directly to any other
attendant console to be shared by tenants 1, 2, and 3 can
and programmed
to connect internally to tenants 1, 2, and
still be programmed
to NOT connect to each other as shown

Note the exception to the case when tenant
call tenant 1. A SUPERSET 430TM telephone
telephone B in tenant 2, and upon receiving
A. Set B can press MSG, READ MSG, and
A, even though tenant 2 (Set B) is normally

tenant. For
be assigned
3. Tenants 1,
in Figure 2-2.

1 can call tenant 2 but tenant 2 cannot
A in tenant 1 calls SUPERSET 430
no answer, sends the message to call set
CALL softkeys, and return the call to set
restricted from calling tenant 1 (Set A).
--

TENANT

Figure

March

1997

TENANT

2-2 Tenant

Interconnection

Issue 1

Revision 0

with Shared

Console

2-3

Tenanting

Identifying
2.7

Tenants on Consoles

and SUPERSETTelephones

Attendant
consoles
or SUPERSETtelephones
may be programmed
to provide a
common answering
point for incoming calls to all tenants, as well as calls that are
unanswered
by any tenant. Each tenant may not call the other tenants or access each
other’s trunks, but all of their calls will be directed to the common answering
point.
The incoming calls may be DID, DIL, or regular CO trunks.
When recalls are answered at a common answering point, the name of the tenant that
did not answer is displayed as a NO ANSWER so that the recall may be answered
with an appropriate
response. If the called party has a SUPERSET 420TM or
SUPERSET 430 telephone,
that party’s name is displayed. The calling party’s trunk
group may be programmed
to display the company name. If the trunk has not been
programmed
with a name, the trunk group name is displayed.
If the trunk group has
not been programmed
with a name, the trunk number is displayed.
The call rerouting point for all tenants may be to SUPERSET
41 OTM, SUPERSET
or SUPERSET
telephones
with each tenant having its own key for reroutes, as
shown in Figure 2-3. A reroute to a busy line will camp on to that line, allowing queuing
for each tenant’s calls.

TENANTS
ABC
SAM’S
OCTEL
BLACK’S

Figure

2-4

2-3 SUPERSET

Issue 1

430 Telephone

Revision 0

Serving

Several

Tenants

March

1997

General

Description

Local Night Switching
2.8

Tenants sharing the system may each require different system operation with respect
to Day/Night
mode. The PABX allows each tenant to switch into Night service
independently
and to operate independently
when it has switched to Night service.
Figure 2-4 shows two typical examples.
TENANT

1 (DAY)

TENANT

2 (NIGHT)

TRUNKS ROUTED TO
SUPERSET
TELEPHONE LINES

Figure 2-4 Night Switching
An attendant
key followed

Options

with a console may switch to Night 1 or Night 2 by pressing
by the appropriate
softkey.

the FUNCTION

A tenant with a SUPERSET 420 presses the SuperKey and the NO softkey until
NIGHT SERVICE? appears in the display area of the telephone.
Pressing the YES
softkey will display the current service mode to the user and pressing the CHANGE
softkey will allow the user to switch to another mode.
To switch into night service using a SUPERSET 430 telephone,
the user presses the
SuperKey and the MORE softkey until the NIGHT ANSWER softkey appears. Pressing
this softkey will select the new mode of operation. To retain the current mode of service,
press the BACKUP softkey or the SuperKey.
The display area for each SUPERSET mentioned displays the current mode of
operation, either NIGHT 1, NIGHT 2 or DAY service. In the case of DAY service, the
display reverts to showing the time and date after a short period of time. Please refer
to the Features Description
Practice for complete programming
information.

March

1997

Issue 1

Revision 0

2-5

Tenanting

Since call rerouting destinations
and incoming CO trunks are programmed
for Day,
Night 1, and Night 2, switching to Night service will automatically
reroute all calls for
that tenant, provided that the tenant is properly programmed
in CDE Form 06, Tenant
Night Switching Control.
It may be desirable to have a console or a SUPERSET43Utelephone
(such as a night
security desk) able to switch all tenants into Night 1 or Night 2 service. The security
desk console may be programmed
as a tenant that controls the Night status of tenants.
When the security guard sets Night 2, all associated tenants switch into Night 2. If a
tenant forgot to switch to Night service, and calls were not being rerouted, the status
is corrected when the night security guard comes on duty and sets Night 2 to reroute
calls to the security desk.

Night Bells and Night Answer
2.9

The system allows incoming calls to be redirected
to a Night bell. A non-display
SUfERSETtelephone
in that tenant may dial the TAFAS - LOCAL TENANT feature
access code to answer the first call in that tenant’s queue. A SUPERSET
470 and
SUPERSET
420 user will press a NIGHT ANSWER feature key, a SUPERSET 430
user will press the NIGHT ANSWER softkey, and the attendant console will press the
NIGHT BELL softkey. Any extension may dial the TAFAS - Any feature access code
to pick up a call in any tenant to which it is allowed to connect. Please refer to the
Features Description
Practice for complete programming
information.

Dial 0 Routing
2.10

Any tenant group may operate with a central attendant,
subattendant
or enhanced
subattendant
position handling incoming calls and Dial 0 calls, or may program its
own Day/Night
directory
numbers
to route Dial 0 calls. Figure 2-5 shows two
examples.
The feature access code for attendant access (usually 0) is programmed
systemwide
for all stations. Each tenant may then specify the Day, Night 1, and Night 2 answer
points to route callers who dial this access code.

2-6

Issue 1

Revision 0

March

1997

General

Call Rerouting
2.11

Features and Answer

Description

Point

Each tenant may determine
its method of rerouting Dial 0 calls, intercepts for illegal
access, calls that are not answered or that reach busy parties. The answer point may
be an attendant
console,
subattendant
LDN, enhanced
subattendant
LDN,
SUPERSET
telephone
line, station,
hunt group, or night bell. The caller is
automatically
camped on to a busy station or SUPERSETtelephone.
Calls may also
be routed to a staffed night answering desk for the PABX, or to an outside answering
service, by routing to a system abbreviated
dial key programmed
to an external
number.

TENANT

DIAL 0 CALLS ROUTED TO SUf’ERSET430

TELEPHONE

LINE

DIAL 0 CALLS ROUTED

TO AllENDANT

CONSOLE
cc0550

’ L

Figure

2-5 Dial 0 Call Routing

Rerouted calls arrive at a console as NO ANSWER or BUSY recalls. From the display,
the attendant can identify which tenant originated the recall. Calls rerouted to a
SUPERSETtelephone
may ring into a different key for each tenant, thereby identifying
the company that originated the recall. If the line is busy, a recall will automatically
camp on to the SUPERSET telephone.
Several examples of Call Rerouting
Data Entry Practice. Call Rerouting
Practice.

March

1997

Issue 1

follow and a complete list is given in the Customer
is described in detail in the Features Description

Revision 0

2-7

Tenanting

Direct Inward Dial Rerouting
2.12

In some cases DID trunks may be shared among tenants. The block of numbers
obtained is used by all the tenants, each with its own phone numbers listed in the
telephone directory. The DID trunks are placed into one tenant which is programmed
to be able to connect to the other tenants that share the DID trunks. If no one answers
an incoming call, or if the number is busy, it may be rerouted to a specified answer
point as a No Answer/Busy
recall.

Direct-In Line Rerouting
2.13

Incoming
DIL trunks are directed to ring destinations
in any tenant that they can
connect to. An unanswered
incoming call may be rerouted to a specified answer point
(Day, Night 1, or Night 2) as a No Answer recall, from the tenant into which the trunk
rang.

SubattendanWEnhanced
2.14

Subattendants

and Message Centers

A company
may set up its system with a main attendant
console for receiving
incoming calls and routing them to stations in the system. Usually the attendant who
handled an incoming
trunk call receives the No Answer recall. Any department
wanting to handle its own recalls (for example,
to take messages)
may program
alternate recall points for its calls. The department
is programmed
as a tenant and
then uses call rerouting for its calls.
The person can take a message and set message waiting on the absent party’s set.
Members of a department
may call their own “message center” by dialing 0. Since
each tenant programs its own dial 0 answering point, people do not have to remember
how to call their message desk. They can call another department’s
message desk by
dialing its extension number.

Numbering
2.15

2-8

Plan

Since tenants are allowed to connect to each other, extension
numbers must be
unique across the entire system. For example, there may be one and ONLY ONE
extension
201 in the PABX. Similarly, feature
access codes must be the same
throughout
the system. SMDR records may be sorted for each tenant by their unique
extension numbers.

Issue 1

Revision 0

March

1997

General

Automatic
2.16

Route Selection

with Multiple

Description

Tenants

Automatic
Route Selection
(ARS) enables
the system to access,
in a specific
sequence, possible routes to a given destination.
Routes are listed within the system
in the order in which they are to be tried.
Route definition is based on trunk groups. Routes may be organized into lists of up to
six route choices to arrive at a destination
(refer to CDE Form 24, ARS: Route Lists).
Since some tenants may be allowed to access only specific trunks, the ARS package
checks the tenant interconnection
table to verify if a caller may access a particular
trunk. If the first choice trunks are not available to a particular tenant, the system skips
them and takes the next choice trunks instead. The system automatically
searches
available trunks from first choice to last choice as it attempts to find a free trunk.
If tenant interconnection
is allowed, shared trunks should be accessible from all
participating tenants. ARS will optimize all calls made from these tenants. The
administrator
must collect and sort the SMDR reports for billing to each tenant.

March

1997

Issue 1

Revision 0

2-9

Tenanting

2-10

Issue 1

Revision 0

March

1997

3 Programming

and CDE

This section describes how the customer data entry (CDE) package is programmed
to set up the various functions already described in this document. The forms are more
fully explained in the Customer Data Entry Practice.

Tenant Assignments
3.1

Stations, sets, data sets, consoles,
subattendants,
enhanced
subattendants,
and
trunks are assigned to a tenant when they are programmed
into the system during
CDE. The field labelled TEN is the tenant assignment
field. Enter the tenant number
(1 to 25) to which the station or SUPERSE 7 telephone
belongs. For example, the
StationlSUPERSETtelephones
programming
form (Figure 3-1) shows that extension
1301 and 1702 have both been assigned to Tenant 1.

16:QS

12-DEC-94

alam

BfiY SLT CCT TEN EXTN

;

1702

1
1
1
1
1
1
1
1
1
1

01
03
03
03
03
03
03
03
03
03

12
Dl
02
03
04
05
Dd
07
08
09

1
1
1
1
1
1
1
1
1

1301
1302
1303
1304
1305
1306
1307
1308
1309

1 03

;:;

1
1
1
1
1
1
1
1
1

stn
401
401
Sub
Sub
Sub
Sub
Sub
Sub
Sub

1303

Sub

l-MOVE

2-FIND

EXT

h-QUIT

7-BAY/SLTICCT

Figure

March

COS COR TYP

1997

fiNNOUNCE

I3-EXPAND

ASSOC

= MJOR

CMENTS

SET

B-DELETE

3-1 StationlSUERSETTelephone

Issue 1

NFmE

status

Revision 0

14-

5-RANGE

9-REMI%'

Programming

IQ-

I
I

Form

3-l

Tenanting

Interconnection
3.2

Between Tenants

Each tenant may be allowed or not allowed to call any other tenant, as specified in the
Tenant Interconnection
Table. On each horizontal
line, an asterisk ( * ) indicates
tenants that may be connected,
and a period ( . ) indicates tenants that may not be
connected
from one tenant to another. The tenant being examined
(horizontal
row)
can connect with each tenant that has an asterisk ( * ) in its column.
The diagonal of the matrix is labelled 0 because a tenant may not be prohibited from
calling within itself. Connection control is unidirectional;
if tenant 1 may connect to
tenant 2, tenant 2 may not necessarily be able to connect to tenant 1. This allows for
a master tenant who could call everyone but who may not be called by everyone.
Figure 3-2 shows an example
and 7.

where tenant

1 may call any tenant

except

tenants

The Tenant Interconnection
Table can provide security for data devices connected to
the PABX through data sets by restricting access only to data sets within the same
tenant group. Each group of data users who are to be able to access only each other
are placed within the same tenant. Data set calls between tenants are then restricted
by programming
Form 05, Tenant Interconnection
Table.

15:58

alann status

12-DEE-94

= MAJOR

01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
>OlO

%((

02rO3E~rw*r*************xx**
033frOnra*r*********~***~x~*
043faafOrr*rr*r******r***ax**
05x~x~Oi*Lf*E******~f**~***
06*~Yi*Of~*********f****I**
07X~~~~*Oz*****************

08~+~~ti*Of**i**i******~***
09~aE3EPt***Oi***************
10+x+xx+r++or***+**rrr+++r*
ll~~~*IEE~~*Op~************

12rrr3Err*r***~r************
01OP*~~**I***fi*ri~~~f~f~**
l-

h-QUIT

7-TENANT

Figure

3-2

NlRi

4-TOP

5-BOTTOM

8-DISFILLOW

3-2 Tenant

Issue 1

Interconnection

Revision 0

Table

March

1997

Programming

and CDE

Call Rerouting
3.3

The Call Rerouting Table (Figure 3-3) specifies where each tenant is to route different
types of calls in Day, Night 1, or Night 2 Service. If no number is specified, the caller
receives reorder tone.
For Dial-in and DID trunks, forwarding and intercepting
is for calls that are dialed into
the tenant currently being displayed. DID trunks, which can access multiple tenants,
are routed by the tenant whose local directory number was dialed.
Night bells and AttendanVSubattendaWEnhanced
grammed into the system with directory numbers
here along with stations, SUPERSETtelephones,

13:47

Subattendant
LDN keys are profor reference and may be specified
and logical lines.

14-REC-94

[TENANT :

alam

TYPE OF CfiLL

Station
Dial 0 Routing
Priority
Dial 0 Routing
DID Recall Points On Busy
DID Recall Points On No Answer
DID Routing For Calls Into This Tenant
DID Illegal
# Intercept
For This Tenant
DID Vacant Nmber Routing For This Tenant
DID Attendant Clccess Night Points
Non-Dial-In
Trunks Alternate
Recall Points
Dial-In
Tie Recall Points On Busy
Dial-In
Tie Recall Points On No Answer
Dial-In
Tie Routing For Calls Into This Tenant
Station

Dial 0 Routing

status

= MfiJilR

Dfh’

1801

-----

1801

I-

2-TENFINT NfME 3-

4-TOP

5-WITTOM

I-QUIT

7-TENANT

8-DELETE

Figure 3-3 Call Rerouting Table
Note:

March

1997

For programming
CDE Form 19, Call Rerouting Table, DID and Dial-in Tie Trunk Attendant
Access Night Points only work when the tie trunks are sent to the Attendant’s extension number
and not to an LDN key on the console.

issue 1

Revision 0

3-3

Tenanting

The following table defines which tenant controls
are not answered by the destination station:

the recall point for incoming

TYPE OF CALL

CONTROLLING

DID Recall Points on Busy

calls that

TENANT GROUP

Destination

Station

1 Destination

Station

Destination

Station

DID Recall Points on No Answer
DID Routing

for Calls into this Tenant

DID Illegal # Intercept
DID Vacant Number
DID Attendant

this Tenant
Routing

Access

for this Tenant

Night Points

Calling

Trunk

Calling

Trunk

Calling

Trunk
Will not recall on no answer if
the ringing destination
is the trunk’s
Night 1 answering point.
Note:

Non-Dial-In

Trunks

Alternate

Dial-in Tie Recall Points

Recall Points

Destination

Station

Destination

Station

Destination

Station

1 Destination

Station

1 Destination

Station

Destination

Station

Destination

Station

I Destination

Station

I Destination

Station

Destination

Station

Destination

Station

Destination

Station

on Busy

Dial-In Tie Recall Points on No Answer
I

Dial-In Tie Routing

for Calls into this Tenant

1 Dial-In Tie Illegal # Intercept
Dial-In Tie Vacant

for this Tenant

Number

Dial-In Tie Attendant

Routing

Access

for this Tenant

Night Points
I

DND Intercept
I UCD/Attendant

Routing

Recording

UCD on Hold Timeout
DISA Day Service
CO Line Routing

3-4

for this Tenant
for this Tenant

for this Tenant

Routing

for this Tenant

Points on No Answer

Issue 1

Revision 0

March

1997

Programming

and CDE

Night Switching
3.4

A Tenant Night Switching Control matrix allows one or more tenants (such as a night
security
desk console,
subattendant,
enhanced
subattendant
or SVPERSET
telephone) to switch all tenants into night service. This matrix is similar to the Tenant
Interconnection
Table.
The tenant being examined (horizontal row) will night-switch
each tenant programmed
with an ( * ) in its column. This matrix is unidirectional.
Tenant 1 may be programmed
to night-switch tenant 2 but tenant 2 may not be programmed
to night-switch tenant 1.
Figure 3-4 shows an example where tenant 1 will night-switch
all tenants into night
service but all other tenants will only night-switch
themselves,
Tenant 1, therefore, is
the “master tenant” for night switching control.

15:59

alann status

12-DEC-94

= MAJOR

01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
010..................*
02.0
03..0
............................................
04...0
.....................
05.
I .
I 0
06.....0:::::::::::::
07
..o
.................
08 .........
..i
;r : :
:
09 ........
..o
10 .......
11..........0::::::::::::::
12...........0

.....

. .......

.............

OlO..................*.....
l-

&QUIT

7-TENANT

Figure

March

1997

HIM

4-TOP

5-l30TTlM

I-SWITCHED

3-4 Tenant

Issue 1

Night

Switching

Revision 0

Control

3-5

Tenanting

3-6

Issue 1

Revision 0

March

1997

SX-200@ ML PABX

Traffic
Measurement

TM 8 - Trademark of Mite1 Corporation.
O’Copyright
1997. Mite1 Corporation.
All rights reserved
Printed in Canada.

a3MITEL@

Traffic Measurement

VT1 OOTMis a trademark

of Digital Equipment

IBM@ PC is a trademark

of International

SX-200, LIGHTWARE,
of Mite1 Corporation.

Corp.

Business

and SUPERSET are trademarks

Issue 1

Revision 0

Machines

Corp.

or registered

trademarks

March

1997

Table of Contents
1.

General...............................................................l-

Introduction
...........................................................
Reasonforlssue
.......................................................
Traffic Analysis ..........................................................

Traffic Measurement

Methods

Traffic Measurement

Commands.

lnstallation...........................................................4General .............................................................
Connection Requirements, Local Printer. ....................................

....................

....................................

Maintenance Terminal and Console ........................................
Traffic Measurement Commands
..........................................
SETCommand
.....................................................
STOPCommand
...................................................
SHOWCommand
...................................................
PRINTCommand..
.................................................
READCommand
...................................................
QUITCommand..
..................................................

.2-1

.......................................

General ..............................................................
Types of Traffic Counts ...................................................
PegCount
.........................................................
UsageCount
.......................................................
Types of Data Accumulated
...............................................
System Activity .......................................................
Features ...........................................................
Receivers ..........................................................
Channel Usage And Local Switching ......................................
Dynamic Records for Hunt Groups, Trunk Groups, and Trunks
Console ...........................................................
HuntGroups..
......................................................
TrunkGroups
.......................................................
Trunks ......................................................
Register Count Examples .................................................
Power Failure ..........................................................

..I- 1
..l- 1
l-1

. .....

..2- 1
.2-l
..2- 1
..2- 1
.2-2
.2-2
..2- 3
..2- 3
.2-4
.2-4
..2- 5
..2- 5
..2- 5
..2- 6
.2-6
.2-6

.3-1
.3-i
.3-l
..3- 1
..3- 2
..3- 2
..3- 3
..3- 3
..3- 3

1
..4- 1
.4-l

Reports...............................................................5-

General ..............................................................
Report Heading Description
...............................................
Typical Report .........................................................
336- portexample
...................................................
Condensed Traffic Report .................................................
Analyzing Traffic Reports .................................................

..5- 1
.5-l
..5- 1
..5- 2
.5-3
.5-3

March

1997

Issue 1

Revision 0

Traffic Measurement

issue 1

Revision 0

March

1997

1 General
Introduction
1.1

This Practice describes
principles
of telephone
including programming
and operating procedures
data.
Note:

traffic measurement
for a PABX,
for obtaining Traffic Measurement

Traffic reports for featurers (such as ACD and Automated
feature has been purchased.

Attendant)

are available

only if the

Reason for Issue
1.2

This Practice

is issued to provide

information

about

LIGHTVVARETM

16 ML software.

Traffic Analysis
1.3

Traffic
Analysis
involves
two activities:
collecting
data about the system
(measurement)
and interpreting this data (analysis) to optimize system performance.
Once traffic measurement
has been started in the PABX, it continues automatically
until changed
or stopped.
Traffic measurement
produces
a single report for the
system. The repot-t includes all tenants, if a tenant service is provided.
Traffic measurement
accumulates
data in the form of peg counts and usage over a
specified period of time. A peg count is the total number of times a facility (device,
service, or feature) is accessed, regardless of the length of each access. Usage is the
length of time or duration for which each facility is used. In certain applications,
the
peak value of facility usage during the period is also recorded. Call holding time is the
average length of each call.
usage = peg counts
(Erlangs)

(per hour) X call holding time (in seconds)
3600 (seconds per hour)

usage = peg counts (per hour) X call holding time (in seconds)
100 (seconds per CCS period) (CCS = centi-call second)
ws
)
usage
= usage (CCS)
(Erlangs)
36

or,

1 Erlang = 36 CCS

Examine traffic measurement
results to determine the adequacy of equipment
provisioning, and the effectiveness
of programmed
options and features. Analyze the results
to identify changes which can be implemented
by reprogramming
and/or reprovisioning
to improve system performance.

March

1997

Issue 1

Revision 0

l-l

Traffic Measurement

1-2

Issue 1

Revision 0

March

1997

2 Traffic Measurement
Methods
General
2.1

Traffic measurement
data is accumulated
in periods of 1 to 60 minutes in length. The
start time, which is specified to the nearest minute, and the duration (required number
of periods)
identify
the daily time when measurements
are collected.
These
parameters
are entered from the console or maintenance
terminal. Once set, traffic
measurement
will begin at the same time each day and continue
for the same
duration, until changed or stopped.
The system clock times the length of each period; however, a guard timer also monitors
each period and can terminate the period if it times out before the system clock. This
situation would occur only if the system clock has been changed during a measurement
period. The period length is not guaranteed
if the clock is changed or the system is
reset during a measurement
period.
Data is accumulated
in active registers during each measurement
period. At the end
of each period, data is transferred to storage registers and the active registers are set
to zero in preparation for receiving data from the next period. The data held in these
storage registers can be printed, or written to magnetic tape or a similar storage device.
At the end of each period, the data in the storage registers is replaced by the data
accumulated
in the active registers during the period. If the data was not retrieved from
the storage registers during a period, new data received at the end of that period
overwrites the data, and it is lost. This sequence then repeats for the specified duration.

Types of Traffic Counts
2.2

Two types of traffic
counts.

counts

are used in traffic

measurement:

peg counts

and usage

Peg Count
Each time a facility (device, service, or feature) is used, the call processing software
increments its register by one count. A peg count is not concerned with the length of
time of usage.
Usage Count
Usage counts can be divided

into normal usage and maximum

value counts.

Normal Usage: The amount of time for which a facility is used can be calculated
from the usage count. At 1 O-second intervals, the call processing software scans
each facility and increments the register if it is in use. The usage count is directly
proportional to the time that a circuit is in use.

March

1997

Issue 1

Revision 0

2-l

Traffic Measurement

Each accumulated
usage count is converted into CCS or Erlangs for the traffic
measurement
report. The maximum usage is 6554 CCS or 182 Erlangs which will
occur if 182 devices in a facility are all busy for 1 hour. The consoles are scanned
every second to increase accuracy in the average waiting time for an answered
call.

Maximum Value Count: This type of count is obtained

in a similar manner to
usage count, except that the value obtained at each scan does not increment the
register; instead, it is compared with the register’s value and updates the register
only if its value exceeds that in the register. This value reflects the scanned
maximum count of the usage of a resource. Since this is a scanned value, it is
possible that a busy peg can exist without the maximum count reaching the number
available.

Types of Data Accumulated
2.3

The following

data is accumulated

during traffic measurement:

System Activity
System activity data indicates the extent of activity on the basic system (maximum
count = 65535). Counts include:

peg

1 s Dial Tone: Incremented

every time an extension or dial-in trunk has to wait
for dial tone. This peg is not incremented
by the Automated

1 or more seconds
Attendant feature.

2 s Dial Tone: This is incremented each time an extension or dial-in trunk has to
wait 2 or more seconds for dial tone. This peg is not incremented by the Automated
Attendant feature.
3 s Dial Tone: Incremented

every time an extension or dial-in trunk has to wait
for dial tone. This peg is not incremented
by the Automated

3 or more seconds
Attendant feature.

Console Calls: A count of all calls directed
hang up before they are answered.

to any console,

including

calls that

Console Orig.: A count of all console originations.
Dataset Orig.: This count is incremented each time a data call is originated

either

by ADL or DTRX.

Dial 0 Calls: A count of all dial 0 calls that are answered at any console. It includes
priority dial 0 calls and all calls directed to Console directory numbers that are not
answered.
Ext Origin.: Each time an idle extension
increment
off-hook.

goes off-hook, it causes this register to
by one count. It does not increment when a ringing extension goes

Intercepted:

A count of all intercepted

Recall: A count of all console-answered
Activity:

Each time a device

2-2

at all consoles.

recalls,

has activity, this count is incremented.

Illegal Calls: This count is incremented
trunk dials a vacant

calls that are answered

whenever

an extension,

console or dial-in

or illegal number.

Issue 1

Revision 0

March

1997

Traffic Measurement

Methods

Features
Feature data indicates the activity of those features which have been programmed
the installation (maximum peg count = 65535). Counts include:
ADL Access:
Callback:

Successful

Callbacks

Call Forward:
console.

ADL feature

accesses.

that have been set up.

All call forwarding

set-ups

(programming)

Call Hold:

Number

of hard holds by an extension.

Call Park:

Number

of call parks.

Call Pickup:
Legally dialed call pick-ups,
pick-ups from extensions.
Camp-on:
Camp-ons to any device
another device for extension-to-trunk,
trunk-to-extension.
Console

Conf.:

Console

Hold:

DND:

The number
The number

including

at any extension

local pick-ups

(including trunk groups
extension-to-extension,

of times consoles
of all call-holds

or directed

and hunt groups)
and

use the conference

softkey.

made at the console.

Do not disturb set-ups.

DTRX Session:
Ext. Conf.:

Successful

Extension

Flash

Hold:

Guest

Room:

DTRX session

accesses.

conferences.

Transfers

or flash and holds from an extension

Guest Room softkey

or console.

depressions.

Hold Pickup:
Successful hold pick-ups (calls held at the console
and picked up using the dialed console and hold slot number).
Maid in Room:
Msg Waiting:
Override:
Paging:
Serial

for

Number
Applied

message

Completed
Successful

Call:

Console

of accesses

from any source

in any manner.

pager accesses.
serial calls set up by all consoles.

Call wake-up

UCD Loginout:

waiting,

Access Code 35, Maid in Room.

busy overrides.

TAFAS: TAFAS (night answer)
SUPERSETTM softkey.
Wake-Up:

to Feature

in a hold slot

answered

from dialed feature

access

code or

set-ups.

UCD agent logins and logouts.

Receivers
This data records the activity on receivers within the system (maximum peg count =
65535). The PABX Digital bay implements
DTMF receivers using a fixed number of
dedicated circuits. Sample traffic measurements
have been included in Chapter 5,
Reports. The following counts are recorded:

March

1997

Issue 1

Revision 0

2-3

Traffic Measurement

Peg: The total number
measurement
period.

of times that thereceivers

were accessed

during the

Usage: Represents the total usage (Erlangs or CCS) for the receivers during the
measurement
period. Does not include busied-out receivers (max = 6553.5 ccs).
Busy Peg: The number of times a call could not immediately
receiver due to busy conditions.

be allocated

Maximum
in Use/Available:
The scanned maximum count of the number of
receivers in use during the period and the number that are available for use. Does
not include busied-out receivers.
Channel

Usage And Local Switching

This data records activity between
counts are recorded:
Bay Number:
Channel
channels

Identifies

bays and within each peripheral

bay. The following

the bay for which data is being accumulated.

Usage: Usage of channels available to the bay. Does not include
allocated for music or tones (maximum = 6553.5 ccs).

Max Channel/Available:
The scanned maximum number of channels in use and
the number available for use. Does not include channels allocated for music or
tones.
Local Switching
Usage:
(maximum = 6553.5 ccs).
Max Local Switching:
in an analog peripheral

Usage of analog

The scanned
bay.

peripheral

maximum

number

bay local switching
of local switches

found

Dynamic Records for Hunt Groups, Trunk Groups, and Trunks
2.4

The number of system, feature, receiver and channel pegs or records is fixed for each
system. The number of console, hunt group, trunk group, and trunk records can vary.
At the beginning of each period, records are allocated for consoles, trunk groups, and
trunks. Each console, hunt group, and trunk group that is programmed
in CDE is
allocated one record. The programmed
trunks are allocated the remaining records, in
ascending trunk number order. A total of 300 records is allocated.
Example:

97 records
The following

2-4

The following traffic could be recorded:
- 4 consoles
- 8 hunt groups
- 15 trunk groups
- 70 trunks, numbered
1 to 70
(total) 203 records
data is accumulated

Issue 1

still available

(98 - 300)

during traffic measurement:

Revision 0

March

1997

Traffic Measurement

Methods

Console
This data records activity of each console
following information:

on the system. Console

activity includes

the

Console Number:
Directory number of the console. The console directory
number is determined at the time of CDE Entry in Form 07, Console Assignments.
If this console has been deleted, it will display ???? indicating that the directory
number could not be determined.
Usage:
Non-idle use of the console. The console is non-idle when it is using a
channel. The console is idle when it is ringing, using the application key, or using
the select features key (maximum = 36 CCS).
Call Waiting
Usage: Usage of the Console queue for all calls presented
console, either answered or unanswered
(maximum = 655.35 CCS).
Calls Answered:
Calls answered
ANSWER key answers (maximum
Avg Waiting Time: Average
answered by the console.

using the console. Includes
peg count = 65535).

waiting time for a call directed

softkey

to this
and

to the console

to be

Hunt Groups
The activity of each hunt group is recorded.
information:
Hunt

Group

Number:

Peg: Number
65535).

Programmed

of accesses

Hunt group activity includes

the following

hunt group number.

to a hunt group, including

busy attempts

(maximum

Skip Peg: Number of failures to get a receiver, which resulted in skipping the
recording and routing to the default destination
(for Automated
Attendant Hunt
Groups only).
Usage:
Busy

Usage of all devices
Peg:

Number

in the hunt group (maximum

= 6553.5

CCS).

of times the hunt group was found busy by a caller.

Max in Use/Available:
Scanned maximum number of devices in the hunt group
that were busy (busied-out devices are not included) and the number of devices
available for use in the group.
Trunk Groups
This data records the activity of each trunk group. Trunk group activity
following information:
Trunk

Group

Peg: Number
= 65535).

Number:
of accesses

Programmed

March

1997

Peg:

Number

to a trunk group,

including

busy attempts

of times the trunk group was busy (maximum

Issue 1

Revision 0

the

trunk group number.

Usage: Usage of all trunks in the trunk group making outgoing
in CCS or Erlangs (maximum = 6553.5 CCS).
Busy

includes

(maximum

calls, measured
= 255).

2-5

Traffic Measurement

Max in Use/Available:
Scanned maximum number of trunks in the trunk group
that were busy (busied-out trunks are not included). The number of available trunks
in a trunk group is determined
at the time of the traffic measurement
report and
is not in the storage registers.
Trunks
The activity of each trunk is also recorded.
mation:
Trunk
Peg in:
= 255).

Number:

Trunk activity includes

List of all trunk numbers

(in Erlangs

calls

or CCS) for incoming

Peg Out: Total number of times the trunk was seized for an outgoing
trunk (maximum = 255).
Usage Out: Represents the usage
trunk (maximum = 36 ccs).

infor-

that were accessed.

Total number of times the trunk was seized for incoming

Usage In: Represents the usage
trunk (maximum = 36 ccs).

the following

(in Erlangs

or CCS) for outgoing

(maximum
calls on the
call on the
calls on the

A call which lasts for 100 seconds has a value of 1 CCS (one hundred call-seconds).
One Erlang equals 36 CCS or 3600 call seconds. Usage is measured in IO-second
units; for example, a usage count of 128 (128 x IO s) represents
1280 seconds of
usage, equivalent
to 12.8 CCS or 0.3556 Erlang (36 CCS equals 1 Erlang). The
following example illustrates these “count” methods.
Extension
Originations
Peg Count - Each time an idle extension goes off-hook, it
causes the register to increment by one count. Since it is a measure of the number of
calls originated by the extensions, it does not increment when a ringing extension goes
off-hook to answer a call. For example, if this register has a value of 858, the number
of call originations
(or off-hook originations)
during the period totalled 858.
Trunk Group Usage - Each time the system scans the members of this trunk group,
at 10 second intervals, it counts the number of members that are busy. A register value
of 273 indicates that members were busy for 273 X 10 = 2730 seconds (27.3 CCS)
during the measurement
period.
Usage Measurement
- Device usage is measured every ten seconds; therefore, each
usage measurement
is accurate to +/- 10 seconds (0.1 CCS or 0.0028 Erlang). Console
usage measurement
is accurate to +/- 1 second (0.01 CCS or 0.00028 Erlang) because
they are scanned every second.

Power Failure
2.6

2-6

If system power fails, the current traffic measurement
will be lost, and the latest traffic
report will also be lost if it had not been output. When power is restored,
traffic
measurements
will restart and continue until the end of the scheduled
period. The
new start time will begin at system power-up.

Issue 1

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March

1997

3 Traffic Measurement
Commands
Maintenance Terminal and Console
3.1

The maintenance
terminal or console is used to enter the data required to start traffic
measurements,
print measurements,
monitor status, or change traffic measurement
parameters.
Refer to the KS-232 Maintenance
Terminal Practice for instructions
on
using the terminal.
At the maintenance
terminal
or console,
select
the
MAINTENANCE
application.
From the MAINTENANCE
main menu,
select
TRAFFIC-MEAS
(softkey 5).

Traffic Measurement Commands
l-SET

2- SHOW

3- PRINT

4- READ

6- QUIT

9- STOP

O-

SET
SHOW
PRINT
READ
STOP

Set traffic report information
Status of current traffic report that contains information
defined by the SET command
Print the latest traffic report
Read the latest traffic report
Stop current traffic measurements
or stop printing report

SET Command

March

1- UNITS

2- PERIOD

3- DURATION

4- AUTOPRINT

5 CANCEL

7-START-TIME

8- CONDENSED

O-

UNITS
PERIOD
DURATION
AUTOPRINT
CANCEL
START TIME
CONDENSED

CCS or Erlangs
1 to 60 minutes (default = 60)
Number of periods (default = 8)
Print report automatically
after each period (toggles
Quit SET commands
Presented in hours:minutes
format (hh:mm)
Condensed
report (toggles ON or OFF)

1997

Issue 1

Revision 0

ON or OFF)

3-l

Traffic Measurement

Select the SET command to enter or change any traffic measurement
parameters.
Use the prompts to change required data and to exit from the TRAFFIC-MEAS
function. Setting START-TIME
to a specific time prepares the traffic data collection
facility. Data collection is only started when that time is reached. Until then, the
PERIOD, DURATION,
and START-TIME
parameters
can be changed. Once traffic
measurements
are started, a STOP command must be issued first, followed by other
commands.
The AUTOPRINT
and CONDENSED
parameters can be changed during
a traffic measurement
period. At the beginning of each period of current traffic
measurement,
the pegs and dynamic records are initialized. If a new trunk group was
set up by CDE, it would not be included in the traffic report until the next period.
STOP Command
When the STOP softkey is pressed, two new softkeys
allowing you to select the activity you wish to stop.

appear (TRAFFRPT

TRAFFRPT
- Stops the traffic measurement
which is currently
will be made of the incomplete collected data.
PRINT
Note:

- Stops a printout

from being sent to the PRINTER

The STOP command will not stop an AUTOPRINT
in progress.
must be set to OFF between printouts to stop printouts.

and PRINT),

active. No report

port.
The AUTOPRINT

command

SHOW Command
When you press the SHOW softkey, you will see a STATUS softkey displayed. Pressing
the STATUS softkey will provide a summary report on the current traffic measurement
parameters.
STATUS:
Activated/OFF
START TIME:
hh:mm (hours:minutes)
DATA COLLECTION:
Running/OFF
PERIOD:
mm (minutes)
DURATION:
nn (periods)
AUTOPRINT:
ON/OFF
UNITS:
Erlangs/CCS
CONDENSED
REPORT:ON/OFF
START TIME and DATA COLLECTION
To set STATUS

are not displayed

if STATUS

is set to OFF.

to off:

press STOP
press TRAFFRPT
press ENTER
The DATA COLLECTION
traffic is being measured).
not been reached, or, the
start time. In either case,

3-2

field indicates whether data is currently being collected (if
When the field is set to OFF, either the daily start time has
required number of periods have been completed since the
no data is currently being collected.

Issue 1

Revision 0

March

1997

Traffic Measurement

Commands

PRINT Command
Pressing the PRINT
printed immediately.

softkey

causes

the latest traffic report held in the system

to be

READ Command
This softkey command causes the latest traffic report in the system to be displayed on
the maintenance
terminal where it can be read by the user. READ is only available at
the maintenance
terminal. If the console softkey is pressed, the following message
appears on the LCD display:
This function is not available for this device

QUIT Command
This softkey command
console or maintenance

March

1997

allows the user to exit from Traffic Measurement
terminal.

Issue 1

Revision 0

mode at the

3-3

Traffic Measurement

3-4

Issue 1

Revision 0

March

1997

Installation

General
4.1

To meet Traffic

Measurement

requirements

determine

the required

traffic parameters

determine

the required

output device

install the output

program

Connection
4.2

installation,

you must;

device

the traffic parameters

Requirements,

during system

and output

device for this installation,

Local Printer

The installation
information
Practice details the installation.
Refer to the General
Maintenance
information
Pracfice to reference System Set Commands.
This section
explains how to assign printers during installation and to perform initial maintenance
programming.
The Traffic Measurement
data may be output to a printer, magnetic recording device, or the maintenance
terminal. If required, a Data Demultiplexer
may be
used and the Traffic Measurement
data directed to one output of it.
When a backplane printer port is used, it should be located as near as possible to the
PABX and connected to the PABX data port with a 25-conductor
connectorized
cable,
not longer than 4.5 m (15 ft) in length.
A Printer may be specified in CDE Form 34, Directed IO, which will allow all Traffic
Measurement
printouts to be sent to this printer which is connected to a port equipped
with an asynchronous
data set. Refer to the Customer Data Entry Practice for further
details.
Note:

March

1997

Ensure that the length of time the printer requires to print one report is less than the length of
time specified for a traffic measurement
period; otherwise, reports will be generated faster than
the printer can print them.

Issue 1

Revision 0

4-1

Traffic Measurement

4-2

Issue 1

Revision 0

March

1997

5 Reports
General
5.1

The standard traffic measurement
report provides a printed record of the data in the
storage registers (usually the measurements
taken during the preceding period). The
report includes headings which make the data easy to read.

Report Heading Description
5.2

Typical
5.3

Port size and system number are unique to each system and are programmed
when
the system is initially configured.
In the following typical report, the Generic is IOOY,
where Y is the last digit of the software Generic installed in the PABX. ZZZZZZ is an
optional field which defines software loads that include special features; for example,
an ACD load displays ACD PC. The port size is represented
by XXXP. The system
identifier is represented
by nnn (if one has not been programmed,
0 appears). The
CHANNELS
data for a maximum system configuration
is printed. Local Usage and
Max Local apply only to analog bays.

Report
In this report, four different CHANNELS
examples
are given. In an actual system
printout, only one CHANNELS
report (for that systems port configuration)
is printed.
SX-200

DIGITAL

Generic

1OOY ZZZZZZ

XXXP

2s dial tone
Console orig.
Ext. origin.
Activity

0
0

CallBack
Call Park
Console conf.
DTRX session
Guest Room
Msg Waiting
Serial call
UCD Login/out

0
0
0
6
0
1
0
0

TRAFFIC

REPORT

SYSTEM nnn
27-AUG-94
9:oo to lo:oo
SYSTEM ACTIVITY:
1s dial tone
Console calls
Dial 0 calls
Recall
FEATURES:
ADL access
Call Forward
Campon
DND
Flash hold
Maid in Room
Paging
Wakeup

March

1997

0
0
0
0

Issue 1

Revision 0

66
1775

3s dial tone
Dataset orig.
Intercepted
Illegal calls

Call hold
Call Pickup
Console hold
Ext. conf.
Hold pickup
Override
TAFAS

5-1

Traffic Measurement

DTMF RECEIVERS:

PSEUDO

peg
203

Usage
8.10 ccs

Busy Peg
5

Max/Ad
4112

DTMF RECEIVERS:
WI
203

Usage
8.10 ccs

Busy Peg
0

Max/Avl
4112

Local Usage

Max local

Calls Waiting
Usage
0.00 ccs
0.00 ccs

Avg. Waiting
Time (set)
0.00
0.00

Busy Peg
0
0
0

MaxfAvl
313
515
l/3

Busy Peg
1

Max/Avl
213

Busy Peg
0
0
0
0

Max/Ad
213
317
O/l
O/l

Peg Out
2
2
2
0
0
3
4
4
4
4

Usage
1.40
0.60
19.90
0.00
0.00
2.40
0.80
2.50
7.70
3.40

336- port example
CHANNELS:
Bay

Usage

1
2
3
4

17.60
85.90
344.60
50.60

MaxAvl
ccs
ccs
ccs
ccs

CONSOLE:
Directory
Number
4900
4888

Usage
0.00 ccs
0.00 ccs

HUNT GROUPS:
Number
1
2
3
Number
4
TRUNK
Number
1
2
4
5
TRUNKS:
Number
1
2
3
4
5
20
22
24
26
28

5-2

21123
61 61
131 94
51 94

Usage
6.60 ccs
139.90 ccs
35.40 ccs

peg
3
5
0
Peg Skip
6

GROUPS:

Calls
Answered
0
0

peg
1

Usage
123.00 ccs

peg

Usage
22.00
23.40
0.00
0.00

Peg In
0
0
0
0
0
5
6
6
5
5

Usage In
0.00 ccs
0.00 ccs
0.00 ccs
0.00 ccs
0.00 ccs
5.10 ccs
6.20 ccs
1.20 ccs
2.10 ccs
4.40 ccs

6
26
0
0

Issue 1

ccs
ccs
ccs
ccs

Revision 0

Out
ccs
ccs
ccs
ccs
ccs
ccs
ccs
ccs
ccs
ccs

March

1997

Reports

30
32
40
42

Condensed
5.4

4.90 ccs

4
3
0
0

1.80 ccs
0.00 ccs
0.00 ccs

Traffic Report

Traffic Reports

From reading

the Traffic Report,

Total Traffic
Number

= Sum of channel

total traffic values

usage - Receiver

table lists typical business

Traffic Type

1 Number

Heavy

1997

the following

of Calls = Extension Originations
+ Console
+ sum of incoming trunk pegs

The following

March

ccs
ccs
ccs
ccs

The condensed
report contains the data only, in decimal form. Register numbers and
assignments
are known for each particular software Generic. The dynamic section of
the report requires a header for each group of data and the device number beside the
device data. A program
which analyses
the data knows the format in which the
condensed
report is structured, and can interpret the data accordingly.

Analyzing
5.5

4.90
0.90
0.00
0.00

4
4
0
0

Issue 1

can be determined:

usage
Originations

traffic:

of Ports

1 Traffic/Port

(CCS) 1

Total CCS

250

5.5

1375

300

5.4

1620

350

5.4

1890

400

5.4

2160

480

5.4

2592

Revision 0

5-3

Traffic Measurement

NOTES
..

5-4

Issue 1

Revision 0

March

1997

SX-200@ ML PABX

Hotel/Motel
Feature
Package
Description

l”, @ - Trademark of Mite1 Corporation
0 Copyright 1997, Mitel Corporation.
All rights reserved
Printed in Canada.

a3MITEL@

Hotel/Motel

Feature

Package

Description

NOTICE
The information
contained
in this document
is believed to be accurate in all
respects but is not warranted by Mite1 Corporation
(MITEL@). The information
is
subject to change without notice and should not be construed
in any way as a
commitment
by Mite1 or any of its affiliates or subsidiaries.
Mite1 and its affiliates
and subsidiaries
assume no responsibility
for any errors or omissions
in this
document.
Revisions of this document or new editions of it may be issued to
incorporate
such changes.

SX-200, SUPERSET,
SUPERCONSOLE
1000, SUPERSET
SUPERSET 420, SUPERSET430,
MILINK, and LIGHTWARE
Corporation.
VT100

is a trademark

of Digital Equipment

Corp.

IBM, IBM PC, IBM XT, IBM AT are trademarks
Corporation.

Issue 1

401+, SUPERSET
410,
are trademarks of MITEL

Revision 0

of International

Business

Machines

March

1997

Table of Contents
1. Introduction

General ..............................................................
IntendedAudience
...................................................
Document Structure and Contents .........................................
Referenced Documents ................................................

2. System Description. .................................................
Introduction
...........................................................
Hotel/Motel Feature Package ............................................
Feature Access .....................................................
List of Features .......................................................
Attendant Console Access ..............................................
Front Desk Terminal Access ............................................
Keyboard Data Entry ..................................................
SUPERSE~M Display Telephone Access ..................................
Industry-Standard Telephone Access .....................................
PABXAccess .......................................................
System Configuration
....................................................
Hardware ..........................................................
Feature Description ......................................................
Attendant Message Waiting Setup and Cancel 2-23
Guest Room Message Indication .........................................
Audits 2-24
Attendant Message Register Audit ........................................
Room Status Audit(s) ..................................................
RoomType Audit ....................................................
WakeupAudit.........................................................2-3
Wakeup/Room Condition Audit ..........................................
Automatic Wakeup 2-31
Attendant Wakeup ...................................................
Guest Room Wakeup..
...............................................
CallBlocking
..........................................................
Call Restriction .........................................................
Checkout
............................................................
Do Not Disturb ..........................................................
GuestNames............................................................2-3
Guest Room SUPERSET Key Programming
..................................
MaidinRoom
.........................................................
Maid in Room Status Display - SUPERSET 420TM and SUPERSET 430TM
Telephones...........................................................2-4
Message LampTest
....................................................
Message Register ......................................................
Multi-User ............................................................
PMSlnterface
.........................................................
RoomCondition..
......................................................
RoomOccupancy
......................................................
Room Status Display .....................................................
Attendant Console and Front Desk Terminal ................................
RoomTypesand
Room Codes ............................................
Searches .............................................................
Guest Search .......................................................
Room Number Search .................................................

March

1997

i-i

..........................................................

Issue 1

Revision 0

..l..l-

1
1

l-l
. l-2

.2-l
..2- 1
.2-l
..2- 2
.2-2
.2-5
.2-9
.2-l 6
.2-17
.2-l 9
..2-2 0
.2-21
..2-2 1
.2-23
.2-23
.2-24
.2-25
..2-2 9
0
.2-30
..2-3 1
..2-3 3
..2-3 4
.2-35
..2-3 6
.2-36
8
.2-39
..2-4 0
2
..2-4 3
..2-4 3
..2-4 4
..2-4 5
..2-4 5
..2-4 8
.2-50
.2-50
..2-5 1
..2-5 2
..2-5 2
.2-53

Hotel/Motel

Feature

Package

Description

RoomTypeSearch.....................................................2-5
Maid in Room Search ..................................................
Room Status Search ..................................................
SingleLineReports
.....................................................
SUPfRSETTelephone
Room Status Display. .................................
Property Management System (PMS) ........................................
PMS-Specific Features .................................................
Feature Interactions ...................................................
KeyboardCommands...................................................2-6
Feature Availability ......................................................

3
.2-54
.2-55
..2-5 7
.2-59
.2-60
.2-60
.2-61
2
.2-63

3. Hardware Installation ................................................
General

..............................................................

.3-1
..3- 1

4. Programming Hotel/Motel. . . . . . _. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-1
General ..............................................................
Programming Procedures ...............................................
Attendant Message Waiting ................................................
Audits..................................................................4-1
Automatic Wakeup .......................................................
CallBlocking
..........................................................
Call Restriction ..........................................................
Do Not Disturb ..........................................................
Guest Room SUPERS/Z T Key Programming
..................................
MaidinRoom............................................................4-2
Maid in Room Status Display - SUPERSET 420 and SUPERSET 430 Telephones
MessageLampTest
....................................................
MessageRegister
......................................................
RoomStatus
.:.........................4-2
.................................
Room Types and Room Codes .............................................
Single-Line Reports ......................................................
SUPERSETTelephone
Room Status Display ..................................

..4- 1
.4-l
.4-l 4
5
.4-17
..4-19
.4-20
.4-21
.4-21
2
.... .4-22
..4-2 3
..4-2 4
5
.4-26
.4-27
.4-28

5. Using The Hotel/Motel Feature Package. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-l
Accessing Hotel/Motel from the Attendant Console .............................
Attendant Message Waiting Setup and Cancel .................................
Audits..................................................................5Automatic Wakeup .......................................................
CallBlocking
..........................................................
Call Restriction ..........................................................
Do Not Disturb ..........................................................
Message Register ......................................................
Room Status Display ....................................................
Searches .............................................................
Accessing Hotel/Motel with a Front Desk Terminal ..............................
Attendant Message Waiting Setup and Cancel .................................
Audits..................................................................5-1
AutomaticWakeup........................................................5-1
Call Restriction (known as Call Privilege on Front Desk Terminal) ..................
Checkout
............................................................
DoNotDisturb..
.......................................................
GuestNames............................................................5-2
Maid in Room Display ....................................................
MessageRegister
......................................................
Room Condition ........................................................

Issue 1

Revision 0

.5-l
.5-2
3
.5-4
..5- 5
.5-5
.5-6
..5- 7
.5-8
..5-10
.5-l 1
.5-14
5
7
.5-l 9
..5-2 0
..5-2 1
2
.5-23
..5-2 3
..5-2 4

March

1997

Table of Contents

RoomOccupancy.........................................................5-2
Searches .............................................................
Accessing Hotel/Motel with a Telephone
.....................................
Attendant Message Waiting - Guest Room Message Retrieval ....................
MaidinRoom
.........................................................
Maid in Room Status Display - SUPERSET 42Oand SUPERSET 430 Telephones
Room Status Display - SUPERSETTelephone
................................

5
..5-2 6
.5-29
.5-29
..5-3 0
.... .5-31
.5-32

List of Figures
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure

2-l
2-2
2-3
2-4
2-5
2-6
2-7
2-8
2-9
2-10
2-l 1
2-l 2
2-13
2-14

Figure
Figure
Figure
Figure
Figure

2-15
2-l 6
2-l 7
2-l 8
2-l 9

Figure
Figure
Figure
Figure
Figure

2-20
2-21
2-22
5-l
5-2

2-5
Hotel/Motel Features Available on the Console ....................
Attendant Console Access to Hotel/Motel Features .................
2-6
Guest Room Display During a Call from the Guest Room ............
2-6
.2-6
Guest Room Display with Idle Console ..........................
2-7
Console Display after Pressing GUEST ROOM Softkey .............
2-7
Console Display after Pressing VAC/DIRTY RM Softkey .............
.2-7
Console Display if no VAC/DIRTY Rooms .......................
Hotel/Motel Features Available on the Front Desk Terminal ...........
2-10
.2-l 1
House Statistics Screen .....................................
.2-l 2
Room Search Mechanism ....................................
Vacant Room Template ...................................
1 .. .2-13
... 2-l 7
Hotel/Motel Features Available on a SUPERSET Display Telephone
.2-l 8
Occupancy/Condition
Display on SUPERSET 420 Telephone ........
Hotel/Motel Features Available on Industry-Standard,
SUPERSET 401+TM, and SUPERSET 41 OTMTelephones ............
.2-l 9
Hotel/Motel Features Available Only from the PABX ................
2-20
2-22
Hotel/Motel System Configuration
...............................
.2-25
Message Register Audit .....................................
2-27
The Four Sections of the Room Status Audit (Attendant Console) ......
Room Status Audit for All Rooms of a Particular Type (Front Desk
..2-2 8
Terminal) ................................................
.2-29
Room Type Audit (Front Desk Terminal)
........................
Automatic Wakeup Audit .....................................
.2-30
2-61
Breakdown of the Add Name Command ..........................
.5-l
3
House Statistics Screen after Log On ..........................
.5-l 8
Wakeup Time Prompt .......................................

List of Tables
Table
Table
Table
Table
Table
Table
Table
Table
Table

March

l-l
l-2
2-l
2-2
2-3
2-4
2-5
2-6
2-7

1997

Intended Audience
..........................................
Contents of this Practice ......................................
Hotel/Motel Features ........................................
Attendant Console Key Functions ..............................
Front Desk Terminal Softkey Functions .........................
Front Desk Terminal Hard Key Functions ........................
SUPERSET 420 ISUPERSET 430 Access Functions ..............
Industry-Standard Telephone Access Functions ..................
PABX Access Functions .....................................

Issue 1

Revision 0

l-l
l-1
.2-2
.2-8
.2-l 3
.2-16
.2-l 8
.2-l 9
.2-20

Hotel/Motel

Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table

2-8
2-9
2-l 0
2-11
2-l 2
2-13
2-14
2-15
2-l 6
2-l 7
2-18
2-l 9
2-20
2-21
2-22
2-23
2-24
2-25
2-26
2-27
5-1
5-2
5-3
5-4

Feature

Package

Description

Hotel/Motel Hardware .......................................
.2-21
.2-24
Audits by Terminal Type .....................................
Room Status Audits .........................................
.2-26
.2-32
Automatic Wakeup .........................................
Do Not Disturb .............................................
.2-37
GuestNames...............................................2-3
8
Maid in Room .............................................
.2-40
Maid in Room .............................................
.2-41
Maid in Room Status Display .................................
.2-42
.2-46
Room Condition ............................................
Room Occupancy
..2-4 8
.........................................
Room Status Display ........................................
.2-50
.2-51
Room Types (Examples) .....................................
Room Number Search .......................................
.2-53
Maid in Room Search .......................................
.2-54
.2-55
Room Status Search ........................................
.2-58
Single Line Reports .........................................
SUPfRSETTelephone
Room Status Display ....................
.2-59
.2-62
PMS Keyboard Commands ...................................
Feature Availability .........................................
.2-63
.5-l
Hotel/Motel Features Accessed from the Attendant Console .........
Room Status ..............................................
.5-9
Hotel/Motel Features Accessed from the Front Desk Terminal .........
5-l 1
_ .. .5-29
Hotel/Motel Features Accessed from Telephones
..............

List of Charts
Chart
Chart
Chart
Chart
Chat-l
Chart
Chart
Chart

3-l
4-1
4-2
4-3
4-4
4-5
4-6
4-7

Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart

4-8
4-9
4-l 0
4-l 1
4-l 2
4-l 3
4-14
4-l 5
4-16

Chart 4-l 7
Chart 4-l 8
Chart 4-l 9

Installing Hardware .........................................
Programming the Hotel/Motel Application ........................
Programming for PMS .......................................
Programming Attendant Message Waiting Setup and Cancel ........
Programming Attendant Message Register Audit ..................
Setting Up Room Status Audit .................................
Programming Wakeup Audit ..................................
Producing an Automatic Audit of Wakeups/Changing
Room Status
at a Predetermined Time .....................................
Setting System Time ........................................
Programming Guest Room Automatic Wakeup ...................
Programming Attendant Automatic Wakeup ......................
Programming Call Blocking ...................................
Programming Call Restriction .................................
Programming Do Not Disturb .................................
Guest Room SUPERSET Key Programming
.....................
Programming Maid in Room Status ............................
Programming Maid in Room Status Display - SUPERSET 420 and
SUPERSET 430 Telephones
.................................
Programming Message Lamp Test .............................
Programming Message Register ...............................
Setting up Room Status ......................................

Issue 1

Revision 0

.3-l
.4-2
.4-l 1
.4-14
.4-15
.4-15
.4-l 6
.4-16
.4-l 7
.4-17
.4-l 8
.4-l 9
.4-20
.4-21
.4-21
.4-22
.4-22
.4-23
.4-24
.4-25

March

1997

Table of Contents

Chart 4-20
Chart 4-21
Chart 4-22
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart

5-l
5-2
5-3
5-4
5-5
5-6
5-7
5-8
5-9
5-l 0
5-l 1

Chart 5-12
Chart 5-l 3
Chart 5-l 4
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
Chart
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Chart
Chart
Chart
Chart

March

5-l 5
5-l 6
5-l 7
5-l 8
5-l 9
5-20
5-21
5-22
5-23
5-24
5-25
5-26
5-27
5-28
5-29
5-30
5-31
5-32
5-33
5-34
5-35
5-36
5-37
5-38
5-39

1997

Programming Room Types and Room Codes .....................
Enabling Single-Line Reports .................................
Programming Room Status Display - SUPERSET 420 and
SUPERSET 430 Telephones
.................................
Setting Up Message Waiting - Attendant .........................
Canceling Message Waiting - Attendant ..........................
Requesting Audits ..........................................
Setting Automatic Wakeup ...................................
Canceling Automatic Wakeup ..................................
Setting Up/Removing Call Blocking ............................
Setting Up Do Not Disturb - Attendant
..........................
Canceling Do Not Disturb - Attendant ............................
Displaying the Message Register for an Extension .................
Clearing the Message Register ................................
Checking / Changing Status of a Room (Call Restriction, Room
Occupancy, Room Condition, Maid) .............................
Searching for a Particular Room by Number
.....................
Searching for Rooms by Status (Room Status, Room Condition,
Maid) ...................................................
Accessing the Hotel/Motel Feature Package from a Front Desk
Terminal ................................................
Refreshing the House Statistics Screen ..........................
LoggingOff
..............................................
Setting Up/Canceling Attendant Message Waiting ..................
Printing a Message Register or Wakeup Audit ....................
Printing a Room Type Audit ..................................
Printing Room Status Audits ..................................
Setting an Automatic Wakeup .................................
Canceling a Wakeup Call ....................................
Changing Call Privilege .....................................
Check Out (Single Key) ......................................
Setting / Clearing Do Not Disturb ..............................
Entering Guest Names .....................................
Removing Guest Names .....................................
Checking the Maid in Room Status .............................
Clearing the Message Register .................................
Changing the Condition Field ..................................
Changing the Occupancy Field ................................
............................................
GuestSearch
Searching for Particular Rooms ................................
Searching for a Guest Room by Number ........................
Searching for a Particular Room Type ..........................
Retrieving a Message .......................................
Changing Maid in Room Status from the Room Telephone ...........
Monitoring Maid in Room Status from SUPERSET Display Telephone
........
Monitoring Room Status from SUPERSET Display Telephone

Issue 1

Revision 0

4-26
.4-27
.4-28
5-2
5-2
.5-3
.5-4
5-4
.5-5
.5-6
5-6
5-7
.5-7
5-8
.5-l 0
..5-10
..5-12
5-l 3
..5-13
5-14
.5-l 5
.5-l 5
.5-l 6
.5-l 7
.5-19
.5-19
.5-20
.5-21
.5-22
.5-23
.5-23
5-24
5-24
.5-25
..5-2 6
5-27
.5-27
.5-28
.5-29
5-30
. . 5-31
5-32

vii

Hotel/Motel

Feature

Package

Description

Issue 1

Revision 0

March

1997

1 Introduction
General
1.1

This practice

describes

the hotel/motel

features

offered

Hotel/Motel
Feature Packages. The hotel/motel
PABX features with custom hotel/motel
features.
property management
system (PMS).

on the SX-200@ ML PABX.

feature package integrates standard
The PABX can also interface with a

The SX-200 ML PABX with SX-200 ML LIGHTWARE
1 6TMcan operate with either the
Hotel/Motel
Package or the Property Management
System package, but not both.
Intended

Audience

The intended

audience

for this practice

is described

Table l-1 Intended

in Table 1-l.

Audience

Section

Those who need a general description of the Hotel/Motel
application and the different Hotel/Motel features.

2. System Description

Installers

3. Installation

System programmers

4. Programming

Installers, programmers,

users

5. User Information

Document Structure and Contents
The contents

of this practice

is described

in Table 1-2.

Table l-2 Contents

of this Practice

Section

Contents

1. Introduction

An introduction to the practice, including intended audience,
introduction
to Hotel/Motel
applications,
and the list of
documents that have been referenced in this practice.

2. System Description

A description of the Hotel/Motel application including
features accessible from different types of terminals.

3. Installation

Installing the hardware.

4. Programming
Motel

Hotel/

5. Using the Hotel/Motel
Feature Package

March

1997

Programming
package.

the PABX to run the Hotel/Motel

the

feature

How to use the Hotel/Motel features from different peripherals.

Issue 1

Revision 0

l-l

Hotel/Motel

Feature

Referenced

Package

Documents

The documents
-

l-2

Description

referenced

in this practice

Peripheral Devices Practice
Installation Information
Practice
Customer Data Entry Practice
Station Message Detail Recording
Troubleshooting
Practice

issue 1

include:

Practice

Revision 0

March

1997

2 System Description
Introduction
2.1

The Hotel/Motel
feature
SX-200 ML PABX.
Hotel/Motel

package

is provided

by MITEL

and is supported

by the

Feature Package

The Hotel/Motel feature package is designed specifically for use in the hotel
environment.
The features facilitate guest-related
activities such as checking guests
in and out, providing automatic wake up calls and taking messages. The Hotel/Motel
feature package can be used to configure the telephone activities that guests are
allowed (such as blocking calls between rooms) and to record what use is made of
room telephones.
It also assists with the administration
of hotel activities such as
keeping an accurate record of room occupancy and tracking housekeeping
activity
and status.
Attendant

Activities.

Using the Hotel/Motel

the attendant

check the current

modify

set automatic

request reports of all current wakeup
of rooms

inhibit room to room calling

assign outgoing

request

Hotel/Motel

1997

package,

Staff/Management

March

feature

can:

room status

room status (assign
wakeup

guest rooms)

calls for guests

call privileges

a message

calls, message

on a room to room basis
audit

Activities.

staff or management

can:

record the number of calls made from each guest room (automatic
register for guest rooms)

receive

automatic

access

maid in room updates

access

maid status display from SUPERSETTM

access

room status display from SUPERSET

interface

generate single-line printouts for events such as unanswered
wakeup
up or canceled wakeup calls, and message register overflow

message

room status conversion

to a property

Issue 1

from guest room

management

Revision 0

system

telephone
telephone

(PMS)
calls, set

2-l

Hotel/Motel

Feature

Guest

Package

Description

Activities.

A hotel/motel

guest can:

set their own wakeup
to the attendant)

calls (either on the guest room telephone

refuse telephone calls (by setting Do Not Disturb on the guest room telephone
or by request to the attendant)

access special features and speed dial capabilities
SUPERSET key programming

through

or by request

guest room

Feature Access
The hotel/motel features can be accessed by an attendant console, a front desk
terminal, a SUPERSET display telephone,
an industry-standard
telephone,
SUPERSET
401 -tTM telephone,
or a SUPERSET
41 OrM telephone.
Each of these
terminal types can access a subset of the Hotel/Motel features.
List of Features
A list of the features available on the PABX and an indication
through each terminal are shown in Table 2-1.

Table 2-1 Hotel/Motel

Feature Name

of the features

available

Features

Feature is available on...
Front Desk
Terminal

SUPERSET 42Om
SUPERSET 430Tu

Other
Telephones

Yes

Yes’

Yes

Room Status Audit

Yes

See All Room
Status Audit

Vacant Room Audit

Yes

Occupied Room Audit

Yes

Reserved Room Audit

Yes

Guaranteed

Yes

Ditty Room Audit

Yes

All Room Status Audit

See Room
Status Audit

Yes

Attedant
Console

Attendant

Do Not Disturb

Attendant Message
and Cancel

Waiting

Setup

Guest Message Waiting Cancel

Audits

Attendant

Message Register Audit

Room Audit

To be Inspected

Room Audit

Page 1 of 3

2-2

Issue 1

Revision 0

March

1997

System Description

Table 2-1 Hotel/Motel
Feature Name

Features

(continued)

Feature is available on...
Attedant
Console

Front Desk
Terminal

Other
SUPERSET 420Tu
SUPERSET 430TM Telephones

Room Type Audit

Yes

Wakeup Audit

Yes

Auto Room Status Conversion/Auto
Wakeup Print3

Automatic Wakeup

Yes

Guest Room Wakeup

Yes7

Yes

Call Blocking

Yes

No3

Call Restriction

Yes

Check Out (single key)

Yes

Guest Names

Yes4

Yes

Guest Room SUPERSET Key
Programming

N/A

Yes

Yes 5

Maid in Room

Yes

Maid in Room Display

Yes

Message Lamp Test

Yes

Message Register Display and Clear

Yes

Multi-user

Yes

Passwords

Yes

PMS Interface

Clean

Yes

Dirty

Yes

Out of Service

Yes

To be Inspected

Yes

Vacant

Yes

Occupied

Yes

Reserved

Yes

Guaranteed

Yes

Audits

(continuted)

Room Condition

Room Occupancy

Display

Page 2 of :

March

1997

Issue 1

Revision 0

2-3

Hotel/Motel

Feature

Package

Description

Table 2-1 Hotel/Motel
Feature Name

Features

(continued)

Feature is available on...
Attedant
Console

Front Desk
Terminal

Other
SUPERSET 420TM
SUPERSET 430””
Telephones

Room Status Display

Yes

No/See next
feature.

SUPERSET 4 Room Status Display

Yes

Room Types and Room Codes

Yes

Guest Search

Yes

Room Number

Yes

Room Type

Yes

Maid in Room Search

Yes

- Vacant/clean

Yes

- Vacant

Yes

- Out of service

Yes

- Dirty

Yes

- Reserved

Yes

- Guaranteed

Yes

- Reserved and clean

Yes

Searches

Room Status Search

Single Line Reports

Page 3 of 3
’ Telephones
*The

can be programmed

PABX

3Front

can

desk

4Consoles

with this

be programmed

terminal

displays

can display

indication

guest

feature.

to produce
names,

this audit

and change

that call blocking
but cannot

enter

has been

room

status

at a particular

set, but cannot

time each

day.

set call blocking.

them.

5SUPfRSET4700nly.
6SUPERSET470,
‘This

is actually

Accessing

2.2

Hotel/Motel

Hotel/Motel
l

and

of a Reminder.

industry-standard

telephones.

See the Features

Description

Practice.

Features

features

can be accessed

from:

attendant console
front desk terminal

SUPERSET

industry-standard
4 10 telephones.

In addition,

2-4

SUPERSET407+,
in the form

display telephones
telephones,

SUPERSET

there are several features

Issue 1

401+ telephones,

that can only be accessed

Revision 0

and SUPERSET

directly from the PABX.

March

1997

System Description

Attendant

Console

Access

Feature Access. Attendant console access to the Hotel/Motel
Feature Package
integrates telephony with guest room functions. The attendant can be in conversation
with a guest room while performing hotel/motel features. The PABXcan support several
(a maximum of 11) consoles. However, each console operates independently
to
change guest room information.
The capabilities of the hotel/motel
shown in Figure 2-1.

features

as accessed

by the attendant

console

are

WAKEUP

- AM
- PM
1
ROOM
CONDITION
- CLEAN
- DIRTY

,I
7
ROOM
OCCUPANCY
- OCCUPIED
- RESERVED

t
CALL
RESTRICTION

4
MAID IN ROOM
(DISPLAY ONLY)

1
SET

- MAID

- OUT OF SERVICE

- VACANT

- INTERNAL

- TO BE INSPECTED

- GUARANTEED

- LOCAL
- LONG DISTANCE

Figure

2-1 Hotel/Motel

Features

Available

on the Console

Access Mechanism.
Hotel/motel features are accessed through the FUNCTION
hardkey and the GUEST ROOM softkey on the attendant console. The features are
then available on softkeys. One feature, Call Block (blocking calls between rooms, see
page 2-34) is accessed through the BLOCK hardkey.

March

1997

Issue 1

Revision 0

Hotel/Motel

Feature

Package

Description

CALL BLOCKING

ALL OTHER HOTEL I MOTEL FEATURES

Figure 2-2 Attendant Console Access to Hotel/Motel Features
The hotel/motel features can be accessed whether the attendant console is idle or in
the process of handling a call. When handling a call from a guest room, after the
FUNCTION
hardkey and GUEST ROOM softkey are pressed, the attendant console
display shows information about the source on the top line of the display, room
information
on the second line, and the softkeys on the remaining two lines. Note that
information
about the source is presented without pressing the FUNCTION
and
GUEST ROOM keys. See Figure 2-3.

cc0412

Figure 2-3 Guest Room Display During a Call from the Guest Room
Pressing the GUEST ROOM softkey while the attendant
call produces the display shown in Figure 2-4.

console

is not engaged

in a

Figure 2-4 Guest Room Display with Idle Console

2-6

Issue 1

Revision 0

March

1997

System Description

Once a room number (extension number) has been entered, the display changes to
the format shown in Figure 2-3 with a ROOM NUMBER softkey displayed in the FO
position. Pressing EXIT at any time returns the attendant console to its prior state (idle
or busy call processing).
The following softkeys appear
GUEST ROOM softkey:

on the attendant

console

display

after pressing

the

cc@414

Figure

2-5 Console

When one of the choices

Figure

2-6 Console

Display

after

Pressing

has been selected,

Display

after

GUEST

the display

Pressing

ROOM Softkey
is changed

VAWDIRTY

as follows:

RM Softkey

The total number of rooms of the specified status, e.g. VAC/DIRTY, appears in the top
left corner of the display if there is at least one room which fits that description.
A
maximum of 6 room numbers will be shown on the same display. Pressing the MORE
softkey will display the remainder of the room numbers.
When there are no VAC/DIRTY

rooms, the following

is displayed:

ccc!hJ

Figure

2-7 Console

Display

if no VAWDIRTY

Rooms

The console display could also show no occupied and clean rooms, no vacant
clean rooms, no occupied and dirty rooms or no reserved and clean rooms.

March

1997

Issue 1

Revision 0

and

2-7

Hotel/Motel

Feature

The functions

Package

Description

of the hotel/motel

keys on the attendant

Table 2-2 Attendant
Console

Hardkeys

Console

Softkeys

console

are shown

in Table 2-2.

Key Functions
Function

BLOCK

Blocks calls between

FUNCTION

Accesses GUEST ROOM softkey.
GUEST ROOM Softkey
MAID

rooms.

Accesses all hotel/motel features other
than call blocking.
Produces display of all rooms with
maids in them.

RESCLEAN

Produces display of all reserved and
clean rooms.

VAC/CLEAN

Produces display of all vacant and
clean rooms.

OUT OF SERV.

Produces display of all out of service
rooms.**

AUDITS

Accesses audit softkeys.
Generate printouts of:
ROOM STATUS
WAKEUP
MSG REGISTER

- Room Status
- Wakeup calls
- Message Register counts.

NO DISTB *

Alternately sets up and cancels Do Not
Disturb on an extension.

SEND MSG *

Sets up Message Waiting for a room.

CLEAR MSG *

Cancels Message Waiting for a room.

READ MSG *

Reads the message for a room.

SET WAKEUP*

Sets up an Automatic

Wakeup Call.

CLR WAKEUP*

Cancels an Automatic

Wakeup Call.

MSG REG *
CLR REG *

Displays message register.
Clears message register.

ROOM NUMBER*

Allows input of a new room number.
Page 1 of 2

2-8

Issue 1

Revision 0

March

1997

System Description

Console

Table 2-2 Attendant

Console

Softkeys

Hardkeys

Key Functions

(continued)
Function

Accesses occupancy, condition, and
call restriction softkeys.

STATUS *
INTERNAL
LOCAL
LONG DIST

Sets internal call privilege.
Sets local call privilege.
Sets long distance call privilege.

OCCUPIED
RESERVED
VACANT
GUARANTEED
CLEAN
DIRTY
OUT OF SERV.
TO INSPECT

Sets
Sets
Sets
Sets
Sets
Sets
Sets
Sets

room
room
room
room
room
room
room
room

occupancy to occupied.
occupancy to reserved.
occupancy to vacant.
occupancy to guaranteed.
condition to clean.
condition to dirty.
condition to out of service.
condition to to be inspected.
Page 2 of 2

* Must

enter

Room

Number

** The

OUT

OF SERV.

softkey

1. When the GUEST
service
rooms.

ROOM

2. When the STATUS
of service.

softkey

first.
appears
softkey

in two different
is pressed,

is pressed,

the OUT

contexts:
OF SERV.

OF SERV.

softkey

appears.

It is used

to search

to set the room

for out of

status

to out

Front Desk Terminal Access
Feature Access. The capabilities
of the Hotel/Motel
by the front desk terminal are shown in Figure 2-8.

March

1997

Issue 1

Revision 0

Feature

Package

as accessed

2-9

Hotel/Motel

Feature

I I

Package

Description

VACANT I CLEAN
VACANT
RESERVED
GUARANTEED
MAID-IN-ROOM
OUT-OF-SERVICE
DIRTY

HOUSE STATISTICS
I1

SEARCH DISPLAY

ROOM UPDATES

VACANT
OCCUPIED
RESERVED
GUARANTEED
- CHECKOUT

MESSAGE

OCCUPANCY
WAKEUP
-

ROOMTYPE
ROOM STATUS

- INTERNAL
- LOCAL
- LONG DISTANCE

- PM

SET
1

CLEAR

WAKEUP TIME
t-]

ROOMTYPE

1 DO NOT DISTURB

VACANT
OCCUPIED
RESERVED
GUARANTEED
ALLROOMS
TOCLEAN
TO INSPECT

CC0384

- SET MESSAGE
- CLEAR MESSAGE
/

Figure

2-10

1;:;

t+--j

MESSAGE

WAITIN

MESSAGE

2-8 Hotel/Motel

Features

issue 1

Available

Revision 0

on the Front

Desk Terminal

March

1997

System Description

Up to four VT1 OOTMterminals can access the Hotel/Motel
Feature Package
simultaneously.The
VT1 00 terminal can access more hotel/motel features than the
attendant console. For example, using a VTIOO-compatible
terminal to input guest
information permits the entry of alphanumeric
characters (such as a guest name) and
allows more information to be displayed at once.
A terminal interface provides a low-cost alternative to a property management
system
(PMS) by providing faster access to information but no room billing. The terminal
provides no telephony function. Telephone activities must be performed through the
attendant console or some other telephony device.
Access Mechanism.
When the Hotel/Motel
Feature Package is running on a front
desk terminal, there are four modes of operation: house statistics, search by room or
name, room updates, and audits.
House statistics.
After successful login using a password, a house statistics screen
appears. It contains a snapshot of the current status of the guest rooms or gives the
time that the last statistics had been calculated (or when the REFRESH softkey is
pressed). The information is only updated when the screen is entered. The house
statistics screen is the only entry point when logging on to the application. It is also the
only point the application can be exited from. Five softkeys give access to the other
modes of operation. A sixth softkey is used to recalculate totals. See Figure 2-9.

12: 16 PM

m*agg!qr

2%NUV-95
House

Statistics
Guest

Vacant
Room

Clean
To be Cleaned
To be Inspected
Not in Service
Maid
in Room

Room

Occupied

Cond i t i on

g&g

12:14

Occupancy
1

MITEL
PM

OesP

28-NOV-95

Summary

Reserved

Summary
:
:
:
:
:

Front

Features

72
-

Guaranteed
Usage

Summary

00 Not D i sturb
ON
Wake Up Set
Message
Waiting
ON
Non Zero
Msg Rcgs
Call
Block i ng

:
:
:
:
:

OF:

I
1 -Room

Update

6-Qu i t

3-Room

8-Audits

Figure

March

1997

2-9 House

Issue 1

Revision

Statistics

5-Guest

B-Refresh

Screen

2-l 1

Hotel/Moiel

Feature

Package

Description

Search by room or name. Using a terminal allows
entered as part of the check-in procedure. A search
name by pressing the GUEST SEARCH softkey on
partial or complete text string can be entered and all
are displayed.

guest first and last names to be
facility allows searching by last
the house statistics screen. A
names matching the input string

There are nine other types of room searches. These are based on room type, room
number, and room status. They are accessed by pressing the ROOM SEARCH softkey
on the House Statistics screen (see Figure 2-9).
Any search other than room type or room number requires that a room code be entered
to specify the type of room, such as all single rooms, that should be searched. The
digit 0 can be used to search all room types meeting the search criteria. See Figure
2-I 0.

1 ROOM
TYPE

2 ROOM
NUMBER

3 VAC
I CLEAN

4 VAC

5 MAID
6 EXIT
IN ROOM

ILL!+,

~,TERRCYOMCODE
’
OR 0 (FOR ALL ROOMS)

/ ENEi~M]

* D,spl,,,

7 SERVICE

’

8 DIRTY

’

9 RESERVED

10 GUARANTEED

’

CC0382
Figure

2-12

2-10

Issue 1

Room

Revision 0

Mechanism

March

1997

System Description

Room updates. Changes to the guest room can only occur in this mode. It can be
entered from the house statistics screen, or the room search or guest search mode by
pressing the ROOM UPDATE softkey. Guest name, room occupancy status, room
condition, and call privilege can be changed; wakeup time, message waiting, and Do
Not Disturb can be set or cleared; and the message register can be cleared from this
screen. The softkeys and prompts change according to the highlighted field. See Figure
2-11.

12: 25

Guest

28-NW-95

MITEL

Name

Occupancy
Condition
Call
Privilege
Wakeup
T i me

Press

Enter

EERNAL , V

:
:
:
:

Occup i ed
Clean
Long Distance
06: 30

confirm

Wake

Room
Room

Front

Number
Type

Message
Do Not
Message

Waiting
0 i sturb
Reg i ster

:
:
:

Up Time.

I-

3-PM

5-Cancel

O-Et-h et-

Figure

Desk

2-11

Vacant

Room

Template

Audits. Various kinds of audits (hard copy reports) can be generated on demand. Audit
mode is entered from the house statistics screen by pressing the AUDITS softkey.
Each kind of audit appears as a corresponding
softkey. The system option to allow the
audit must be enabled to allow the softkey to appear. The types of audits available
are: message register, wakeup, room type, and room status. The functions of the
hotel/motel softkeys on the front desk terminal are shown in Table 2-3.

Table 2-3 Front Desk Terminal
Mode

Softkey

Functions
Function

Audits

Enters the Audits mode of operation.

Room Updates

Enters the Room Updates mode of operation.

Guest Search

Enters the Guest Search mode of operation.

1 Room Search

1 Enters the Room Search mode of operation.

House Statistics

1 Refresh

1 Recalculates

the totals on the screen.

Page1

March

1997

Issue 1

Revision 0

of31

2-13

Hotel/Motel

Feature

Package

Description

Table 2-3 Front Desk Terminal
Mode

Softkey

Functions

(continued)

Function

Guest Search

N/A

Room Search

Room Type

Searches for rooms of a specified room type. Displays
nine rooms at a time.

Room Number

Searches for a specified room and displays the next eight
rooms as well.

Vacant

Searches for all vacant rooms when a room code (room
type) is specified or the wild card (0) is used.

Vacant/Clean

Searches for all vacant/clean rooms when a room code
(room type) is specified or the wild card (0) is used.

Maid in Room

Searches for all rooms with a maid in them when a room
code (room type) is specified or the wild card (0) is used.

Out of Service

Searches for all rooms that are out of service when a
room code (room type) is specified or the wild card (0) is
used.

Dirty

Searches for all dirty rooms when a room code (room
type) is specified or the wild card (0) is used.

Reserved

Searches for all reserved rooms when a room code (room
type) is specified or the wild card (0) is used.

Guaranteed

Searches for all guaranteed rooms when a room code
(room type) is specified or the wild card (0) is used.

Page Down

Presented in search mode on the first and subsequent
screens if there are more than nine rooms meeting the
search requirements. Is not displayed on the last screen.
Displays subsequent (additional) rooms, nine at a time.

Page Up

Presented in each search mode on the second and
subsequent screens if there are more than nine rooms
meeting the search requirements. Is not displayed on the
first screen. Displays previous rooms, nine at a time.

Show Choices

When highlight bar is in the Occupancy field, presents
the Occupancy softkeys.
When highlight bar is in the Condition field, presents the
Condition softkeys.
When highlight bar is in the Call Privilege field, presents
the Call Privilege softkeys.

Check Out

Only available if room occupancy is occupied. Sets room
occupancy to vacant, room condition to dirty, call
restriction to the default setting. Confirmation (the Enter
key) is required to set this status.
Enter softkey blanks out guest name, disables Do Not
Disturb (if set), clears message waiting, wakeup time and
message register.

Set Message

When pressed, notifies the guest room by bell or lamp
that there is a message waiting for the guest.

?oom Updates

Page 2 of 3

2-14

Issue 1

Revision 0

March

1997

NOTICE TO CANADIAN

CUSTOMERS

NOTICE:

The Industry Canada label identifies certified equipment. This certification means
that the equipment meets certain telecommunications
network protective, operational, and
safety requirementsas
prescribed in the appropriate
Terminal Equipment Technical
Requirements document(s). The Department does not guarantee the equipment will operate
to the user’s satisfaction.

Before installing this equipment, users should ensure that it is permissible to be connected
to the facilities of the local telecommunications
company. The equipment must also be
installed using an approved method of connection. The customer should be aware that
compliance with the above conditions may not prevent degradation of service in some
situations.
Repairs to certified equipment should be coordinated by a representative designated by the
supplier. Any repairs or alterations made by the user to this equipment, or equipment
malfunctions, may give the telecommunications
company cause to request the user to
disconnect the equipment.
Users should ensure for their own protection that the electrical ground connections of the
power utility, telephone lines, and internal metallic water pipe system, if present, are
connected together. This precaution may be particularly important in rural areas.

CAUTION:

Users should not attempt to make such connections
selves, but should contact the appropriate
electric
authority,
or electrician,
as appropriate.

NOTICE:

theminspection

The Ringer Equivalence Number (REN) assigned to each terminal device
provides an indication of the maximum number of terminals allowed to be connected to a
telephone interface. The termination on an interface may consist of any combination of
devices subject only to the requirement that the sum of the Ringer Equivalence Numbers
of all the devices does not exceed 5.
The Ringer Equivalence

Printed in Canada

Number for the SX-200@ ML PABX is 1 .OB.

System Description

Table 2-3 Front Desk Terminal
Mode

Functions

Softkey

(continued)

Function

Clear Message

Appears when there is a message waiting. Clears the
message waiting indication in the guest room and at the
front desk terminal.

Occupancy
-Vacant

Sets room occupancy to vacant and the call restriction
to the vacant/reserved default* setting.
Sets room occupancy to occupied and the call restriction
to the occupied default setting.
Sets room occupancy to reserved and the call restriction
to the vacant/reserved default setting.
Sets room occupancy to guaranteed and the call
restriction to the vacant/reserved default setting.

-Occupied
-Reserved
-Guaranteed

Audits

Softkey

Condition
-Clean
-Dirty
-To Inspect
-Out of Serv

Sets
Sets
Sets
Sets

the
the
the
the

room
room
room
room

condition
condition
condition
condition

to
to
to
to

clean.
dirty.
to be inspected.
out of service.

Call Privilege
-Internal
-Local
-Long Distance

Sets the call privilege to internal.
Sets the call privilege to local.
Sets the call privilege to long distance.

Wakeup Time
-Set
-Clear
-PM

Allows wakeup time to be entered.
Clears wakeup time once it is set.
Indicates that time is PM in 12-hour format.

Do Not Disturb

Toggling key that sets/clears

Clear Msg Reg

Appears when there is a message register count. Clears
the count. Confirmation (the Enter key) is required to
clear the message register.

Message Register

Generates printout of message register counts that are
greater than zero.

Wakeup

Generates

Room Type

Generates printout of all rooms of a specified type
showing the occupancy of each room.

Room Status
-Vacant
-Occupied
-Reserved
-Guaranteed
-All Rooms
-To Clean
-To Inspect

Generates printout of:
vacant rooms by room type or all rooms
occupied rooms by room type or all rooms
reserved rooms by room type or all rooms
guaranteed rooms by room type or all rooms
status of all rooms
rooms to be cleaned by room type or all rooms
rooms to be inspected by room type or all rooms.

Do Not Disturb.

printout of wakeup times.

Page 3 of 8
* Defaults

March

1997

are programmed

in CDE

in Form

Issue 1

04, System

Options/System

Revision 0

Timers,

option

numbers

57 and 58.

2-15

Hotel/Motel

Feature

Keyboard

Package

Description

Data Entry

The following rules apply when
as a name, room number room
provided while this type of data
keys are used to signal the end

the keyboard is used to enter non-softkey
data such
code, password or terminal type. No softkeys are
is being entered. The RETURN hard key or the arrow
of data entry. See Table 2-4.

Table 2-4 Front Desk Terminal

Hard Key Functions
Function

Hard Key
Typing keys

All alphanumeric characters that are allowed for SUPERSET 420
telephone displays are allowed in the Guest Name field.

Numeric keys

Wake up times and room numbers can be entered with numeric keys
onlv.

RETURN

Room Updates Mode: If no characters have been entered, moves
the shade bar to the next field leaving the previous field unchanged.
If characters have been entered, moves the shade bar to the next field
and leaves the changed information in the field.
Search

Down, Right Arrow keys

Display

Mode: Functions like a down arrow key.

Up, Left Arrow keys

Room Updates Mode: If no characters have been entered, moves
the shade bar to the previous field leaving the last field unchanged.
If characters have been entered, moves the shade bar to the previous
field leavina the last field unchanged.

Down or Up Arrow Keys

Search Display Mode: Moves the highlight bar up or down the list of
entries.

Enter softkey

Enters the information in the field into the database. (User must exit
the field first.) The Enter softkey is provided whenever a change has
been made.

DELETE

If no characters
displaved.

Control R

Causes the screen currently displayed to be redrawn. If data is
currently being entered when Control R is used, the data for the field
is lost and the original data for the field is redisplayed.

rontrol

Control Y

have been entered, the previous softkey menu is

Ends the session and drops the data call. Similar to pressing the Quit
softkey on the House Statistics screen.

Fontrol C
Control D (if D is defined as
the PBX attention character
for the dataset in CDE Form
11. See the Programming
section.)

2-16

Ends the session. Using Control D is not recommended
may leave the terminal in graphics mode.

Issue 1

Revision 0

because it

March

1997

System Description

SUERSETDisplay

Telephone Access

Feature Access. SUPERSETdisplay

telephones
(the SUPERSET 420 and
SUPERSET 430) can be used as guest room telephones.
They can also be used as
supervisory telephones,
for instance by housekeeping
supervisors to monitor the
progress of hotel cleaning staff. As guest room telephones or as supervisory sets, they
provide access to a limited range of hotel/motel features.
The hotel/motel application uses the guest room telephone extension number as the
room number. These extension numbers are assigned through Customer Data Entry
(CDE). See the programming
section of this document.

- MAID IN ROOM
@j

- CLEAN

- OCCUPIED

- DIRTY

- RESERVED

- OUT OF SERVICE

- VACANT

- TO BE INSPECTED

- GUARANTEED

- NO MAID IN ROOM
: ;I;NSPECTED

SUPERVISORY

CC0667

ACTMTIES

Figure 2-12 Hotel/Motel Features Available on a SUPERSETDisplay
Access Mechanism. Guests can use several access mechanisms
SUPERSET

display

telephones:

softkeys,

hardkeys

and access

Telephone

themselves
codes.

on the

Softkeys. Pressing a softkey associated
the feature

(e.g., Message

Waiting

with the feature name on the display activates
Clear).

Hardkeys. Pressing the Do Not Disturb key on a SUPERSET
telephone activates
or deactivates the Do Not Disturb feature. Telephony features (such as speed call
numbers) could be assigned to this row of programmable
hardkeys. (Blocks of
hardkeys on these telephones can be programmed
as speed dial and feature access
keys. See Guest Room SUPERSET key programming,
page 2-39.)

March

1997

Issue 1

Revision 0

2-17

Hotel/Motel

Feature

Package

Description

Access Codes and Feature Codes for Information
Input. Dialing a code gives the
user access to a feature to input information.
For instance, a code (for example, 111)
gives the maid access to the maid in room feature. A number from 1 to 4 inputs
information
such as whether a maid is working in the room. See page 2-40.
Access Codes for Information
Display. Dialing a code gives the user access to
information that is shown on the SUPE/?SETdisplay;
for example, room condition and
occupancy status or maid in room status.

I 1476
Figure

2-13

Occupancy/Condition

OCC/ CLEAN

Display

Table 2-5 lists the hotel/motel features available
related to their feature access mechanisms.

Table 2-5 SUPERSET 420 ISUPERSET
Feature
Set Maid in Room
Status

Display Room
Occupancy and
Condition

Display Maid in
Room Status

2-18

on SUPERSET

420 Telephone

on the SUPERSETdisplay

430 Access

Access Mechanism
Dial Maid in Room access code
followed by the code for room activity.

telephones

Functions
Function

Maid or supervisor can input guest
room status (maid in room, no maid
in room, clean, inspected) from the
room telephone.

Dial room status access code
followed by the room number.

Room occupancy and condition
status can be displayed.

Arrow softkey

Occupancy and condition status of
next rooms in numeric order can be
displayed.

Dial maid in room status access code.

Room numbers of all rooms with
maids in them are displayed.

Arrow softkey

Room numbers of next rooms in
numeric order can be displayed.

Issue 1

Revision 0

March

1997

System Description

Industry-Standard

Telephone

Access

Feature Access. Any other type of telephone
(industry-standard
SUPERSET407+
or SUPERSET 410) can access an applicable
hotel/motel
features. See Figure 2-14.

INDUSTRY-STANDARD

telephone,
subset of the

TELEPHONES

SUPERSET

401+, 410
I
J.

SET
MAID IN ROOM

- MAID IN ROOM
- NO MAID IN ROOM
- TO BE INSPECTED
- CLEAN
MAID ACTIVITIES
IN GUEST ROOM

CC055

Figure

2-14 Hotel/Motel
Features Available
on Industry-Standard,
SUPERSET 407+, and SUPERSET 410 Telephones

Access Mechanism.
Most hotel/motel features are accessed by dialing feature access
codes. In addition, blocks of hardkeys on the SUPERSET 407+ and SUPERSET 4 70
can be programmed
as speed dial and feature access keys.
Table 2-6 shows the hotel/motel features
related to their feature access codes.

Table 2-6 Industry-Standard
Feature

available

Telephone

on industry-standard

Access

telephones

Functions
Function

Access Mechanism

Message Waiting
indication

Indicator on display
or audible bell.

Lighted lamp or special ring indicates there is a
message waiting for the guest.

Set Maid in Room
Status

Dial Maid in Room
accesscodefollowed
by code for room
activity.

Maid or supervisor can input guest room status (maid
in room, no maid in room, clean, inspected) from the
room telephone.

March

1997

Issue 1

Revision 0

2-19

Hotel/Motel

Feature

Package

Description

PABX Access
The PABX provides direct access to some hotel/motel
features that require no user interaction.

features.

These are system-level

&G&q&*
AUTO WAKEUP PRINT
cc0553

Figure

Access

2-15

Hotel/Motel

Mechanism.

These

Features

features

Available

Only from the PABX

are programmed

Table 2-7 shows the hotel/motel features accessed
on the PABX and not through any terminal.

through

directly through

CDE.
CDE programming

Table 2-7 PABX Access Functions
Feature
Single-Line

Reports

Function

Access Mechanism
Automatic

Creates a single-line printout for certain events, such
as an automatic wakeup call going unanswered.

PMS

Automatic

Interfaces the PABX to a PMS package.

Auto Room Status
Conversion/Auto
Wakeup Print

Automatic

Prints a report of all rooms with a wakeup time set,
and changes the room condition of occupied rooms
from clean to dirty at a particular time each day.

Message

Automatic

Performs a test of message waiting lamps whenever
the room status changes from occupied to vacant and
there are no messages waiting.

2-20

Lamp Test

issue 1

Revision 0

March

1997

System Description

System

Configuration
Hardware

2.3

Basic hardware

is described

in Table 2-8 and shown

Table 2-8 Hotel/Motel
Hardware
PABX

in Figure 2-16.

Hardware
Description

The PABX can be any hardware configuration.

Attendant

Console

Provides telephony as well as access to hotel/motel features. A system
supports 11 attendant consoles; however, hotel/motel applications
usually use one console only. If more than one console is available on
the system, each operates independently. That is, two consoles could
change the same information for a room at the same time. In that case,
the console that left the room last would have its changes captured by
the system. If an attendant console and a front desk terminal are
configured on a system, the attendant console can access a room already
accessed by a front desk terminal and change the same, information at
the same time. However, a front desk terminal cannot access a room
already accessed by a console. If the console leaves the room last, its
changes are captured.
The attendant console can be used in place of a VT1 00 terminal for
maintenance and/or CDE programming. Four lines of a CDE form can be
displayed at a time: three lines of information and the active line.

Guest Room
Telephones

Any type of industry-standard telephone can be configured on the system.
Industry-standard guest room telephones allow guests access to certain
Hotel/Motel features.The number is limited by the hardware configuration
of the PABX.

Front Desk Terminal

The system can support up to four VT100 terminals as front desk
terminals. Each terminal must interface to the PABX through a
MITELl loo-series dataset. If more than one terminal is available on the
system, only one of them can make changes to the same guest room at
a time. If a front desk terminal attempts to access a guest room already
accessed by an attendant console, the terminal is blocked from access.

VT1 00 Terminal

Used for maintenance and/or CDE programming. It displays full-screen
CDE forms facilitating data entry. The maintenance terminal can be
associated with a system printer to print alarm logs.

System

Delivers hard copies of alarm logs and prints Hotel/Motel audits and single
line reports. Separate printers can be used.

Printer

SUPERSET
Telephones

4201430

SUPERSET 401+ and
470 Telephones

March

1997

Because these telephones can display room status information, they can
be used as supervisory sets by hotel staff. They can also be used as
guest room telephones. Programming allows guests single-key access
to designate d features.
Programming non-display telephones
designated features.

Issue 1

Revision 0

allows guests single-key access to

2-21

Hotel/Motel

Feature

-----

Package

I-

Description

---

ROOM TELEPHONES

I
I
I
I
I
I
II
II
II
IL,
I

-I

I
I
I
I
I

S”PERzzw-ll\lF
-. ----.
(NONDII iPLAY)

..-..II

SUPERSTT DISPLAY
TELEPHONE

DTMF
TELEP
-w---I-

-I

PABX

-I--

I-

HOTEL ADMINISTRATION

I
I

LCD CONSOLE

I
I
I

SYSTEM PRINTER

I
I
I
I
I
I
I
I
I
I
I
I
I
I
.

VT100 TERMINAL FOR CDE
AND MAINTENANCE

SUPERSEi DISPLAY TELEPHONE
SUPERVISORY SET

Figure 2-16 Hotel/Motel System Configuration

2-22

Issue 1

Revision 0

March

1997

System Description

Feature Description
2.4

A description
of each of the hotel/motel
features follows. Where possible, features
have been associated
into groups. For example,
the various types of audits are
described under the main heading Audits.

Attendant

Message Waiting Setup and Cancel

A message waiting indication can be left on a guest room telephone. The setting and
clearing of a message waiting indication can be recorded on a system printer. A
single-line report can be generated,
giving the room number, date, time and status
change, and who changed it. See Single-Line
Reports.
How to Program
How to Use

Guest Room Message
A message

waiting

Chart 4-3, page 4-l 4
Console:

Chart 5-1, page 5-2

FDT

Chart 5-l 7, page 5-14

Indication
indication

on a guest

room telephone

on the display of a SUPERSET

can be:

a message

420 or SUPfRSET430

a continuously
flashing lamp (if equipped) on the telephone.
401+, SUPERSET 4 10, SUPERSET
420, and SUPERSET
message lamp.)

a distinctive ringing pattern (three short bursts every 20 minutes). The
telephone rings with this distinctive ringing pattern if the extension has been
busy, or has Do Not Disturb set, or until message waiting is canceled.

(The SUPERSET
430 have a

The Cancel softkey on a display SUPERSETtelephone
can cancel message
Telephones
with no softkeys must call the attendant to retrieve the message.
canceled by the attendant. See also Message Lamp Test.
How to Program
How to Use

March

1997

telephone.

waiting.
It is then

Chart 4-3, page 4-l 4
Any set

Issue 1

Chart 5-36, page 5-29

Revision 0

2-23

Hotel/Motel

Feature

Package

Description

Audits
An audit is a printed report that gives a record of guest room activities or conditions.
There are several types of audits. Most are requested by the attendant, but one ( the
Auto Room Status Conversion/Auto
Wakeup Print) is programmed
to be printed
automatically
each day. All audit requests are directed to the printer assigned to the
Hotel/Motel
Audit printout type in CDE Form 34. Table 2-9 shows the audits that can
be requested from each terminal.

Table 2-9 Audits
Audit Types
Attendant message
Room status audit
Wakeup audit

by Terminal

Type
Operation

Terminal

Attendant
Console

The audits mode of operation is entered
through the AUDIT softkey.
A console cannot request an audit if it is active
in a call. A console can request any number
of audits at one time, but only the first three
are printed. The requests are processed in a
first requested, first printed sequence.

Attendant message register audit
Room status audits
- Vacant room audit
- Occupied room audit
- Reserved room audit
- Guaranteed room audit
- Dirty (To clean) condition audit
- To be inspected (To inspect)
condition audit
- All rooms audit
Room type audit
Wakeup audit

Front Desk
Terminal

The Audit mode of operation is entered from
the main menu by pressing the Audits
softkey. The softkeys are updated to show
the various audit types. System options must
be enabled to allow the various types of
audits, or the corresponding softkey is not
provided.

Auto Room Status Conversion/Auto
Wakeup Print

N/A

Programmed
each day.

to be printed automatically

Attendant Message Register Audit
The message register can be printed for any room that has a message register count
greater than zero. The audit report lists the rooms in order of their room number (lowest
to highest). The message register audit is shown in Figure 2-17. See the Message
Register section.

2-24

Issue 1

Revision 0

March

1997

System Description

11128 02:3OP MESSAGE

AUDIT

Room - Reg

1101 - 00021

1103 - 00054

1502 - 00024

1504 - 00001

1505 - 00002

CC0463

Figure

How to Program
How to Use

2-17

Message

Audit

Chart 4-4, page 4-l 5
Console:

Chart 5-3, page 5-3

FDT

Chart 5-18, page 5-l 5

Feature
Interactions

If System Option 25 (Message Register Zero After Audit) is
enabled, all message registers are set to zero when the audit is
requested. This includes the instance where the maximum number
of audits is exceeded or the printer is unavailable for any reason.
See the Programming section.

Room Status Audit(s)
The attendant can request a report of the current status of all guest rooms. The
attendant console produces one audit that contains information on all rooms. The front
desk terminal can produce two types of room status audits: room occupancy audits
(vacant, occupied, reserved and guaranteed
audits) and room condition audits (to
clean and to inspect audits). Each of these audits can be requested by room type (see
Room Type) or for all rooms. In addition, an all rooms audit can be requested from the
front desk terminal. This request is the equivalent of the attendant console room status
audit (see Table 2-10). Also see Room Occupancy and Room Condition.
Each audit (console or front desk terminal) shows the call restriction status of the room
(see Call Restriction) and whether there is a maid in the room (see Maid in Room).
The attendant console audit is shown in Figure 2-18 and a front desk terminal audit is
shown in Figure 2-19.

March

1997

Issue 1

Revision 0

2-25

Hotel/Motel

Feature

Package

Description

Table 2-10 Room Status Audits
Terminal
Attendant
Console

Name

Content

Room Status Audit

Categories

All rooms by status and
condition.

Four sections: vacant,
occupied, reserved, or
guaranteed rooms.
Each section is divided by
room condition: clean, dirty,
out of service, or to be
inspected.

Front Desk
Terminal
Room Occupancy

(All Rooms

or by Room Type)

Vacant Room Audit

All guest rooms with room
occupancy status of vacant.

Listed by condition: clean,
dirty, to be inspected, out of
service.

Occupied
Audit

Room

All guest rooms with room
occupancy status of occupied.

Listed by condition: clean,
dirty, to be inspected, out of
service.

Reserved Room
Audit

All guest rooms with room
occupancy status of reserved.

Listed by condition: clean,
dirty, to be inspected, out of
service.

Guaranteed
Audit

All guest rooms with room
occupancy status of
guaranteed.

Listed by condition: clean,
dirty, to be inspected, out of
service.

Room

Room Condition

Audits

(All Rooms

or by Room Type)

To Clean Room
Audit

All guest rooms with room
condition of dirty.

Listed by occupancy:
occupied, reserved,
guaranteed.

vacant,

To Inspect Room
Audit

All guest rooms with room
condition of to be inspected.

Listed by occupancy:
occupied, reserved,
guaranteed.

vacant,

Room Occupancy
All Rooms Audit

2-26

Audits

and Condition
All rooms by status and
condition.

Issue 1

Revision 0

Listed by occupancy: clean,
dirty, to be inspected, out of
service categories for each of:
vacant, occupied, reserved,
and guaranteed rooms.

March

1997

System Description

1112602:34P ROOM AUDIT FOR ALL VACANT ROOMS

Room-Status
1101
1106
1202
1207
1212
1701
1706
1606

Int
Int
Int
Int
Int
Int
Int
Int

Room-Status
1102
1107
1203
1208
1503
1702
1602
1807

Int
Int
Int
Int
Int
Int
Int
Int

1112602:35P ROOM AUDIT FOR ALL OCCUPIED ROOMS

Clean Rooms
Room. Status Room - Status Room-Status
1103
1106
1204
1209
1504
1703
1603
1806

Int
Int
Int
Int
Int
Int
Int
Int

1104
1109
1205
1210
1505
1704
1604
1809

- Int
-Int
- Int
- Int
- Int
- Int
- Int
- Int

1105
1201
1206
1211
1506
1705
1605
1810

- Int
- Int
- Int
-Int
- Int
- Int
- Int
- Int

Clean Rooms
Room - Status Room - Status Room - Status Room -Status
1501 -Int
2101 -Int

Room _Status Room-Status

2107 - LD
Dirty Rooms
Room - Status Room -Status

Room - Status

2106 - LD
Room -Status

Dirty Rooms
Room - Status Room - Status Room -Status Room - Status Room - Status

1502 - Lot
2102 - LD

Room - Status

To Be Inspected Rooms
Room-Status Room - Status Room - Status Room - Status

Out Of Service Rooms
Room - Status Room-Status Room -Status Room-Status

Room - Status

To Be Inspected Rooms
Room - Status Room - Status Room -Status Room - Status Room - Status
Out Of Service Rooms
Room - Status Room - Status Room - Status Room - Status Room - Status

VACANT ROOM PART OF ROOM STATUS
AUDIT-ATTENDANT
CONSOLE

OCCUPIED ROOM PART OF ROOM STATUS
AUDIT-ATTENDANT
CONSOLE

11/28 02:35P ROOM AUDIT FOR ALL GUARANTEED ROOMS

11126 02:35P ROOM AUDIT FOR ALL RESERVED ROOMS

Room-Status

Clean Rooms
Room-Status Room-Status

Room - Stahrs Room-Status

Clean Rooms
current base : 000000
Room -Status Room-Status

Room - Status

Room -Status

Room-Status

Dirty Rooms
Room - Status Room -Status

Room - Status

Room -Status

To Be Inspected Rooms
Room -Status Room - Status Room - Status Room -Status

Room-Status

Ditty Rooms
Room - Status Room - Status Room -Status Room - Status Room - Status
To Be Inspected Rooms
Room - Status Room - Status Room -Status Room - Status Room - Status
Out Of Setvice Rooms
Room - Status Room - Status Room - Status Room - Status Room - Status
Room - Statis Room-Status

Out Of Sewice Rooms
Room-Status Room - Stah~s Room-Status

2103 - Int

RESERVED ROOM PART OF ROOM STATUS
AUDIT-ATTENDANT
CONSOLE

GUARANTEED
ROOM PART OF ROOM STATUS
AUDIT-ATTENDANT
CONSOLE
(L/GWM!ARE
ENHANCED ONLY)
cc0555

Figure

March

1997

2-18

The Four Sections
of the Room
(Attendant
Console)

Issue 1

Revision 0

Status

Audit

2-27

Hotel/Motel

Feature

Package

Description

11128 02:46P ROOM AUDIT FOR ALL VACANT ROOMS
Clean Rooms
Room - Status Room - Status Room - Status Room - Status Room - Status
1101
1106
1203
1210
1505
1704
1804
1809

- Int
-Int
- Int
- Int
- Int
- Int
- Int
- Int

1102
1107
1205
1211
1506
1705
1805
1810

- kit
- Int
- Int
- Int
- Int
- Int
- Int
- Int

1103
1108
1206
1212
1701
1706
1806
1811

- Int
-Int
- Int
- Int
- Int
- Int
- Int
- Int

1104
1109
1208
1503
1702
1802
1807
1812

- Int
- Int
- Int
- Int
- Int
- Int
- Int
- Int

1105
1201
1209
1504
1703
1803
1808

- Int
- Int
- Int
- Int
- Int
- Int
- Int

2104 - Int
2111 - Int

2105 - Int
2112 - Int

2106 - Int

2109 -Int

2110 -Int

3101
3106
3203
3208

3102 - Int
3107 - Int
3204 - Int

3103 - Int
3108 - Int
3205 - Int

3104 - Int
3201 - Int
3206 - Int

3105 - Int
3202 - Int
3207 - Int

Int
Int
Int
Int

Dirty Rooms
Room - Status Room - Status Room - Status Room - Status Room - Status
To Be Inspected Rooms
Room - Status Room - Status Room - Status Room - Status Room - Status
Out Of Service Rooms
Room - Status Room - Status Room - Status Room - Status Room - Status

CC0556

Figure 2-19 Room Status Audit for All Rooms of a Particular Type
(Front Desk Terminal)
(Room

Status Audit for all Rooms that have an Occupancy

How to Program
How to Use

2-28

Issue 1

Status of Vacant)

Chart 4-l 9, page 4-25
Console:

Chart

5-3, page

FDT

Chart

5-20,

Revision 0

5-3

page 5-16

March

1997

System Description

Room Type Audit
This audit is available on the front desk terminal only. The Room type Audit produces
a report of all guest rooms of a particular type; it gives their room number, occupancy,
and whether there is a maid in the room.This report can only be requested from a front
desk terminal. See Figure 2-20.

11128 0248P

Room -Status

ROOM AUDIT FOR SINGLE

Room -Status

Room -Status Room-Status
currentbase:OOOOOO

IIOZ-Vat
1107-Vat
1203-Vat
1208-Vat
1501-occ
1506 -Vat
1705-Vat
1805-Vat
1810 -Vat

1103-Vat
IlOd-Vat
1204-Gua
1209-Vat
1502-occ
1701-Vat
1706-Vat
1806-Vat
1811 -Vat

IIW-Vat
IlOg-Vat
1205-Vat
1210-Vat
1503-Vat
1702-Vat
1802-Vat
1807-Vat
1812-Vat

1105-Vat
IZOI-Vat
1206-Vat
1211-Vat
1504-Vat
1703-Vat
1803.Vat
1808-Vat

2101 -002
2106-Vat
2111 -Vat

2102-occ
2107 -0cc
2112-Vat

2103-Res
2108-occ

2104-Vat
2109-Vat

2105-Vat
2110-Vat

3102-Vat
3107-Vat
3204-vat

3103-Vat
3108 -Vat
3205-Vat

3104-Vat
3201-Vat
3206-Vat

3105-Vat
3202-Vat
3207-Vat

Figure

2-20

Room

Type Audit

How to Use

Issue 1

(Front

Desk Terminal)

N/A

How to Program

1997

Room-Status

1101 -Vat
1106 -Vat
1202-Res
1207-0~~
1212-Vat
1505-Vat
1704-Vat
1804-Vat
1809-Vat

3101 -Vat
3106-Vat
3203-Vat
3208-Vat

March

ROOMS

Console:

N/A

FDT

Chart 5-19, page 5-l 5

Revision 0

2-29

Hotel/Motel

Feature

Package

Description

Wakeup Audit
The Wakeup Audit produces a report of all guest rooms that have a wakeup call
enabled. The format of the printout is identical, whether requested by the attendant
console or front desk terminal. See Figure 2-21.

11128 01:09P AUTOMATIC WAKE-UP AUDIT
Room - Time

Room - Time

2107 -06:30

2108 -06:15

Figure

2-21

Room - Time

Automatic

How to Program
How to Use

Wakeup/Room

Condition

Room - Time

Wakeup

Room - Time

Audit

Chart 4-6, page 4-16
Console:

Chart 5-3, page 5-3

FDT

Chart 5-18, page 5-l 5

Audit

The Wakeup/Room
condition Audit produces a report of all guest rooms that have a
wakeup call enabled. At the same time, the occupancy and condition of all
occupied/clean
rooms are changed to occupied/dirty.
The PABX is programmed
through CDE to print the audit and change the occupancy/condition
automatically
at
a preset, user-selected
time each day.
How to Program
How to Use

2-30

Issue 1

Chart 4-7, page 4-l 6
Console:

N/A

FDT

N/A

Revision 0

March

1997

System Description

Automatic

WakeuD

The Automatic Wakeup feature allows either an attendant or a guest to set up a wakeup
alarm call that rings the guest room at a prearranged
time. An existing wakeup time
can be changed or canceled. See Table 2-l 1.
On answering a wakeup alarm call, the guest receives a special tone (100 ms ON, 400
ms OFF, repeated), or music, or a recorded announcement.
The recorded
announcement
can be changed for night service.
When a wakeup call is not answered within
two more attempts, at 5minute
intervals, are
attempt can generate a single-line report on
unanswered,
the wakeup is canceled and the
was not honored.
Note:

six rings, or when the extension is busy,
made to ring the extension. Each wakeup
a system printer. If the call is still
attendant can be notified that the wakeup

If the wakeup call is to a SUPERSET420or
SlJPERSET430telephone,
it is treated as a timed
reminder (it rings once and sets a reminder prompt). (See Reminders in the Features Description
Practice.) A wakeup attempt on a SUPERSETdisplay
telephone does not generate a single-line
report.

Recorded announcements
are provided through recording hunt groups. When an
extension answers the wakeup call, the recording device is rung. The extension hears
silence until the recording device answers. If a recorded announcement
is used, a
wakeup is only honored when there is a free recording announcement
device available.
Ensure that there are sufficient RADs to provide adequate wakeup service.
Attendant

Wakeup

The attendant can set, change, or cancel the wakeup time. Wakeup times are taken
as AM unless they are specifically set for PM. The attendant can print a list of all the
current wakeups. See Wakeup Audit. A maintenance
log is created if the Hotel/Motel
Wakeup printer fails.

March

1997

Issue 1

Revision 0

2-3 1

Hotel/Motel

Feature

Package

Description

Table 2-11 Automatic
Terminal
Attendant
Console

Wakeup

Description

Display

Set, wakeup and clear functions are available on
softkeys. In each case, a printout automatically
occurs at the associated printer if the system option
to print these changes has been enabled. If system
time is in 12-hour format, a PM softkey is available
for afternoon wakeup times. If system time is in
24-hourformat, the PM softkeydoes not appear. Time
must always be entered as four digits (hh:mm). The
system does not accept an invalid setting, but gives
no error message.

Wakeup time is displayed on
the console’s status line:
Wakeup = 09:35
if the wakeup time is AM,
or
Wakeup = 09:35P
if the wakeup time is PM.

If a wakeup is set or changed by the console, and the
system option to print these changes has been
enabled, a SET BY CON or CHG BY CON message
is printed to indicate how the change was made.
Front Desk
Terminal

If no wakeup time is set for a room, the Set Wake Up
softkey is displayed. If a wakeup time is set for a room,
a Set Wake Up and a Clear Wake Up softkey are
displayed.
When the Set Wake Up softkey is pressed, all
softkeys are cleared and a prompt to enter the
wakeup time is displayed. Only the number keys,
up/down arrow keys, and the Delete and Return
hardkey are valid when setting the time. Time must
be entered as four digits (hh:mm).

Wakeup time is entered,
changed, and displayed in the
Wake Up Time Field on the
Guest Room Update screen.
If the 24-hour clock system
option is enabled, the wakeup
time is displayed in a 24-hour
format. Otherwise, the
wakeup time is displayed in
12-hour format with an
AM/PM indication.
The Search Display screen
displays wakeup time for a
guest room (if set).

Each digit is validated as it is entered. Any digit is
accepted that could be a valid time setting. A 24-hour
setting is accepted as valid in the 12-hour mode: it is
automatically converted to a 12-hour format when
displayed. Any time entered in a 12-hour format is
taken to be AM and is displayed with AM appended.
Page 1 of 2

2-32

Issue 1

Revision 0

March

1997

System Description

Table 2-l 1 Automatic
Terminal

Wakeup

(continued)

Description

Display

If time is entered in the 12-hour format, a PM softkey
is displayed. This display allows time to be identified
as morning or afternoon. Any time entered in the
12-hour format is assumed to be morning time unless
the PM softkey is pressed. The key toggles the display
from AM to PM. Cancel moves the shade bar to the
next programmable field and leaves the wakeup time
the same as it was when the form was displayed. The
Enter softkey commits the wakeup time to the
database.
If a wakeup is set or changed by the front desk
terminal, and the system option to print these changes
has been enabled, a SET BY DESK or
CHG BY DESK message is printed to indicate how
the change was made.

Page 2 of 2
Guest Room Wakeup
The Guest Room Wakeup feature allows a guest to set and cancel a wakeup call from
any room telephone by dialing an automatic wakeup access code. Wakeup time must
be in 24-hour format and is entered by dialing from the telephone.
Dial tone indicates
that a wakeup time has been set or canceled successfully.
if a guest room cancels a wake up by dialing the automatic wakeup access code
followed by the digit “9”four times (9999), a single line report CAN BY ROOM is printed.
Feature
Interactions

If a guest room telephone is programmed for Automatic Wakeup
Routing, the Automatic Wakeup Music option has no effect.
Do Not Disturb is ignored on extensions
honored.

when the wakeup is

System options 12 (Automatic Wakeup Alarm) and 13 (Automatic
Wakeup Print) have no effect on SUPERSET 420 or
SUPERSET 430 telephone operation of the feature. See the
Programming section.
System Option 56 (Room Status Conversion/Auto Wakeup Print
Timer) only applies if System Option 34 (Auto Room Status
Conversion/Auto
Wakeup Print) is enabled. See the Programming
section.

March

1997

Issue 1

Revision 0

2-33

Hotel/Motel

Feature

Package

Conditions

Description

In the event of a power failure, all expired wakeups are honored
within 5 minutes of a system reset.
If a recording hunt group is used for wakeups, there can only be
one wakeup call per recording announcement
device at any given
time. If multiple wakeups have been set for the same time, only one
can proceed. All the others are shifted. The amount of this shift is
variable depending on:
- the time it takes for each preceding extension to
answer/acknowledge
the wakeup
- the l-minute period that is between wakeups being scanned.

Howtoprogram

How to Use

Guest Room

Chart 4-9, page 4-17

Attendant

Chart 4-l 0, page 4-18

Console:

Chart 5-4, page 5-4, and Chart 5-5, page 5-4

FDT:

Chart 5-21, page 5-l 7 and Chart 5-22, page 5-19

Call Blocking
The Call Blocking feature can only be set from the attendant console. Call Blocking
allows the attendant to inhibit room-to-room
calls. Calls to the attendant orto extensions
without the call blocking COS option selected can be made normally. Attempted calls
between restricted extensions are treated as illegal numbers and thecalljng party hears
reorder tone. A call blocking indication is displayed on the House Statistics screen of
the front desk terminal.
Conditions

The LED associated with the Block hardkey for all consoles with
the feature enabled is updated each time call blocking is turned
on or off. When the LED is on, call blocking is enabled. Consoles
without the feature enabled do not have an operational key and
LED.

Feature
Interactions

Tenanting does not apply to the operation of this feature. All
consoles with the feature enabled can enable or disable call
blocking throughout the system.
If Call Rerouting is used, blocked calls are treated as Station Illegal
Number Routing.

How to Program
How to Use

2-34

Chart 4-11, page 4-l 9
Console:

Chart 5-6, page 5-5

FDT:

N/A

Issue 1

Revision 0

March

1997

System Description

Call Restriction
The Call Restriction feature is used to assign a level of calling privilege
room. There are three levels:
-

internal

local

long distance

to each guest

The attendant can assign any of the levels to a particular room telephone.
In addition,
the system automatically
sets the call restriction for a room (to a programmable
value)
when an occupancy change to either vacant reserved, guaranteed
or occupied occurs.
On the front desk terminal screen, this feature is called Call Privilege.
Feature
Interactions

System Features 32 (Outgoing Call Restriction) and 33 (Room
Status) are mutually exclusive. System Feature 32 cannot be used
in programming Hotel/Motel. See Note below regarding call
restriction operation with PMS.

Conditions

By default, vacant rooms (and rooms that become vacant) have
their call restriction set to Internal, the most restrictive option. This
setting prevents unauthorized calls from vacant rooms.
By default, occupied rooms have the call restriction set to Internal,
the most restrictive option. Usually when a room becomes
occupied, the guest is provided with a less restrictive setting.

How to Program
How to Use

Note:

March

1997

Chart 4-12, page 4-20
Console:

Chart 5-11, page 5-8

FDT:

Chart 5-23, page 5-l 9

When a guest checks in (PMS Check In), the room telephone is enabled to allow outgoing trunk
calls. The attendant may restrict the room phone to internal calls, local calls, or long distance
calls using the Outgoing Call Restriction feature described in the Attendant Console Guide.

Issue 1

Revision 0

2-35

Hotel/Motel

Feature

Package

Description

Check Out
The Check Out feature is available to the front desk terminal only. The Check Out
softkey provides a simple checkout procedure.
It is only provided if the occupancy
setting of the guest room is Occupied.
It has these functions:
9
l

Sets the room occupancy field to vacant. Sets the room condition to dirty.
Sets the call restriction
to the setting
specified
in System
Option
57
(Vacant/reserved
default call restriction).
Once the check out key is pressed, the softkeys are updated to present Cancel
and Enter keys only. Cancel resets the room conditions as they were originally.
When Enter is pressed, the guest name is erased, DND is turned off (if it had been
set), the message register is cleared, and wakeup is turned off (if it had been set).
How to Program
How to Use

N/A
Console:

N/A

FDT

Chart 5-24, page 5-20

Do Not Disturb
The Do Not Disturb feature blocks calls from ringing at a guest’s telephone.
Outgoing
calls are not affected. See Table 2-12. Callers to a telephone with Do Not Disturb active
hear reorder (error) tone. The message Do Not Disturb appears on display sets. The
system can be programmed
to reroute these calls to a predetermined
answering point.
The console and SUPERSET 430 telephones
can override Do Not Disturb.
The attendant console can set and clear Do Not Disturb for a guest room telephone
whether or not the console is connected to the guest room phone. The front desk
terminal can set Do Not Disturb in Room Update mode while the highlight bar is on
the DND field.
A guest can set and clear Do Not Disturb

2-36

Issue 1

from a guest room telephone.

Revision 0

March

1997

System Description

Table 2-12 Do Not Disturb
Terminal

Description

Display/Confirmation

Attendant
Console

Setting and clearing Do Not Disturb are
controlled by the NO DIST softkey. When
DND is set, the NO DlSTsoftkey does not
appear. When DND is not set, the softkey
appears.

DND On: DND status flag appears on
console status line.
DND OfLThere is no DND status flag
on the status line of the attendant
console.

Front Desk
Terminal

Setting and clearing Do Not Disturb are
controlled by a DND softkey. When DND
is set, the softkey turns it off. When DND
is not set, the softkey turns it on.

The DND field appears on the Guest
Room Update screen. When DND is
set, ON is displayed in the field. When
DND is not set, the field is blank.

Industrystandard
Telephones

Setting and clearing Do Not Disturb from
a guest room telephone is done by dialing
a feature access code plus 1 (to set) and
2 (to cancel) DND.

Dial tone indicates DND has been set
or canceled.

Setting and clearing Do Not Disturb from
a guest room telephone is done by
pressing the Do Not Disturb feature key.

Dial tone indicates DND has been set
or canceled.

To set or clear Do Not Disturb from a
SUPERSET 420, toggle the Do Not
Disturb feature key or use the Superkey
menu.

Dial tone indicates DND has been set
or canceled.

SUPERSET
SUPERSET
SUPERSET
Telephones
SUPERSET
Telephones

470
401+
420

Conditions:

For DND to be set on a guest room phone, whether it is done from
the attendant console, the front desk terminal, or the guest room
phone, COS option 220 must be enabled for that particular guest
room phone.

How to Program

Chart 4-13, page 4-21

How to Use

March

1997

Console:

Chart 5-7, page 5-6, and Chart 5-8, page 5-6

FDT

Chart 5-25, page 5-21

Issue 1

Revision 0

2-37

Hotel/Motel

Feature

Package

Description

Guest Names
Guest names can be entered and stored
SUPERSETdisplay
telephones
only.

from the front desk terminal

and from

The front desk terminal has two data fields: last name and first name. The last name
field accepts up to 15 alphanumeric
characters. The first name field accepts up to six
characters. Names are displayed in uppercase, even if they are entered in lowercase.
The order is LAST NAME, FIRST NAME. The SUfERSETdisplay
telephone can enter
and display one 1 O-character name, or can display up to 10 characters of a name
entered from a front desk terminal.
Guest names can be displayed on an attendant console if entered from the front desk
terminal or a SUPERSE Tdisplay telephone,
but they cannot be entered or searched
for. See Table 2-13.

Table 2-13 Guest Names
Terminal
Attendant
Console

Description

Display

Guest names can be displayed on an
attendant console with a front desk terminal
configured on the system, but they cannot be
entered or searched for.

First 10 characters of the last name
field as entered from the front desk
terminal. (If the name entered on the
front desk terminal is longer than 10
characters, the name displayed on
the console is truncated at 10.)
Ten-character name as programmed
from a SUPERSET 420 or
SUPERSET 430.

Front Desk
Terminal

2-38

Guest names can be entered and stored, as
well as displayed. There are two data fields:
last name and first name.

Issue 1

Revision 0

The last name field accepts up to 15
alphanumeric characters. The first
name field accepts up to six
charactersThey
are displayed in
uppercase, in the order LAST NAME,
FIRST NAME.

March

1997

System Description

Conditions

When room status is set to vacant, the name fields are cleared.
Both the FDT and the console operate in this way.
If the name field is not programmed,

the data field is blank.

If a copy database is in progress when a name update is
requested from the front desk terminal (the Enter key is pressed),
the name is not saved. A warning message is displayed. Any
other information entered on the form is saved.
Note: With the exception of name updates, a copy database is
transparent to the user. All other front desk terminal functions
can be carried out because the information is saved until it can
be executed.
How to Program
How to Use

N/A
Console:

N/A

FDT

Chart 5-26, page 5-22, and Chart 5-27, page 5-23

Guest Room SWERSETKey

Programming

A block of guest room SUPERSET

401+, SUPERSET
4 IO, SUPERSET
420, or
SUPERSET430telephones
can be programmed
with Speed Dial and Feature Access
keys only be done from CDE. Up to three separate blocks (templates) can be
programmed
at one time.

Feature
Interactions

Keys programmed as Speed Dial keys or Feature Access keys in
a Guest Room SUPERSET Keys Template cannot be
programmed as Line Appearances in CDE Form 09
(StationlSUPERSETTelephones).

Conditions

Guest Room set users cannot program speed dial keys when a
guest room template is enabled for the extension.

How to Program

Chart 4-l 4, page 4-21

How to Use

March

1997

Console:

N/A

FDT

N/A

Issue 1

Revision 0

2-39

Hotel/Motel

Feature

Package

Description

Maid in Room
This feature allows the maid to enter a code from the guest room telephone to indicate
that the room is currently being cleaned. Upon leaving the room, the maid can enter
a second code indicating that the room is ready for inspection or that it is clean. See
Table 2-14.
I
Table 2-14 Maid in Room
Code
1

Maid in Room Status

Meaning

Maid is in room

Maid has entered the dirty room and has dialed
the room access code and the maid in room
code. The Room Condition does not change.

No maid in room

Maid has dialed the room access code and the
no maid in room code. Maid has decided to
leave the ditty room after dialing in the Maid in
Room code. Room has not been cleaned. The
Room Condition does not change.

Room clean, maid not in room

The room is clean. If there is a supervisor,
supervisor dials this code to indicate room has
been inspected and is ready to be rented out.
If there is no supervisor, maid dials this code
to indicate that the room is clean and ready to
be rented out. Maid or supervisor has dialed
the room access code and the room clean
code.

IRoom

Maid has finished cleaning the room. The room
is ready for inspection by a supervisor. Maid
has dialed the room access code and the room
to be inspected code.

to be inspected, maid not in

Iroom

The attendant console or the front desk terminal can display this information.
A
SUPERSET telephone with the proper COS option can also display this information.
See Maid in Room Status Display on page 2-42. A Room Status single line report is
generated each time that the Maid in Room feature is used. See Single Line Reports
on page 2-58. If the maid in room status changes for a room currently in room update
mode, the new status is not posted until the current display (room update screen on
the front desk terminal, or current display on the attendant console) is exited and
reentered. See Table 2-15.

2-40

Issue 1

Revision 0

March

1997

System Description

Table 2-15 Maid in Room
Status

Description
Display

Changing

the Display from a(n)...

Attendant
Console
Attendant

Console

Front Desk
Terminal

Telephone

Front Desk Terminal

Maid in
room

Maid in room status
is displayed on the
attendant console
display room status
line as “Maid”.

The status “Maid in
Room” in bold
letters appears in
the Maid in Room
field on the room
updates form.

Maid in
Room status
cannot be
changed
from the
console.

Maid in Room
status cannot
be changed
from the front
desk terminal.

Maid dials
the room
access
code and 1.

No maid in
room

If there is no maid
in the room, “Maid”
is not displayed.

If there is no maid in
the room, the field is
blank.

Maid in
Room status
cannot be
changed
from the
console.

Maid in Room
status cannot
be changed
from the front
desk terminal.

Maid dials
the room
access
code and 2.

Room to
be
inspected

To be inspected
condition is
displayed on the
attendant console
display room status
line as “lnsp”.

The status “lnsp” in
bold letters appears
in the Condition field
on the room updates
form.

Attendant
presses the
lnsp softkey.

On the Room
Update
screen, Attendant presses
the Show
Choices softkey and then
the lnsp
softkey.

Maid dials
the room
access
code and 4.

Room
clean

Clean condition is
displayed on the
attendant console
display room status
line as “Clean”.

The status “Clean”
In bold letters
appears in the
Condition field on
the room updates
form.

Attendant
presses the
Clean
softkey.

On the Room
Update
screen, attendant presses
the Show
Choices softkey and then
the Clean
softkey.

Maid or
supervisor
dials the
room
access
code and 3.

Conditions

The Maid in Room status can only be changed from the guest
room telephone.
Only the Room Condition status can be modified by the maid. This
feature cannot change the Room Occupancy status of the guest
room.

How to Program
How to Use

March

1997

Chart 4-l 5, page 4-22
Console:

Chart 5-11, page 5-8

FDT:

Chart 5-28, page 5-23

Issue 1

Revision 0

2-4 1

Hotel/Motel

Feature

Package

Description

Maid in Room Status Display - SUPERSET

420 and SUPERSET

430 Telephones

This feature allows an authorized SUPERSET 420 and SUPERSET 430 telephone
determine which guest rooms have maids in them. See Table 2-16.
Table 2-16 Maid in Room Status
Status

Description

of Display

Changing

Display
the Field from a(n)....

Attendant
Console

Front Desk
terminal

Room
Telephone

with a maid in them are
displayed two at a time in numeric
order. If there are more rooms with
maids in them, a left arrow softkey
appears. Pressing this softkey
displays the other rooms, two at a
time. See Maid in Room Search.

Maid in
Room status
cannot be
changed
from the
console.

Maid in
Room status
cannot be
changed
from the front
desk
terminal.

Maid or
supervisor
dials an
access code
and a status
code from a
guest room
phone.

SUPERSET 430 Telephone
Maid in room
Rooms with a maid in them are
displayed 10 at a time in numeric
order. If there are more rooms with
maids in them, a right arrow softkey
appears. Pressing this key displays
the other rooms,1 0 at a time. See
Maid in Room Search.

Maid in
Room status
cannot be
changed
from the
console.

Maid in
Room status
cannot be
changed
from the front
desk
terminal.

Maid or
supervisor
dials an
access code
and a status
code from a
guest room
phone.

SUPERSET

Maid in room

420 Telephone

TRooms

How to Program
How to Use

Chat-t 4-l 6. oaae 4-22
4201430

Teleohones

2-42

Issue 1

Revision 0

Char-t 5-38, page 5-31

March

1997

System Description

Message Lamp Test
The message waiting lamp on a guest room telephone is automatically
tested each
time the room status changes. The test will run when a room status change is made
from a front desk terminal, a PMS terminal, or an attendant console. There is no
indication at the front desk terminal that the test has run. However, if there is a failure,
notification is through the alarm icon at the console.The
test verifies lamp operation
and confirms that the telephone is still connected in the room. The test does not verify
bell operation.
Feature
Interactions

COS Option 232 (Message Waiting Lamp) and System
Option 02 (Message Lamp Test Enable) must be enabled.
See the Programming section.

How to
Prowam

Chart 4-17, page 4-23

How to Use

Console:

N/A

FDT:

N/A

Message Register
The Message Register feature keeps track of the number of completed external calls
or call units for each extension. This feature applies to consoles, industry standard
telephones, and SUfERSETtelephones.
The extension or console which answers an
incoming trunk call or places an outgoing trunk call is charged with the count on the
trunk while the trunk is active in the system, even if the extension is no longer involved
in the call.This operation can be changed so that the count is applied to the current
extension or console talking to the trunk. If the attendant handles the trunk call first
(incoming or outgoing) and transfers the trunk call to an extension (supervised
or
unsupervised),
the console’s message register is transferred to the extension.
Supervision on an outgoing trunk is counted as one message register count.
There are two modes of operation. The first counts the number of external calls made
by each room. The second keeps track of meter pulses being sent from the far end to
the associated trunkcircuit.
These pulses can in turn be charged against the guestroom
making the call.The attendant console or the front desk terminal displays the current
value of the message register for a room each time a room number is entered. The
message register can be cleared by the attendant from the console or terminal, or
automatically
upon requesting an audit. (See Attendant Message Register Audit.)
Clearing the message register can be recorded as a single line report on a system
printout - the system printer prints the message register count before it is cleared. This
feature is only used in cases where COS Option 703, Message Register Applies, has
been enabled for some extensions.
The maximum message register count is 50,000. The counter resets to zero when this
count is reached (an alarm can also be generated).
The alarm icon on the console can
be set to flash when the message register overflows.

March

1997

Issue 1

Revision 0

2-43

Hotel/Moiel

Feature

Package

Description

Meter pulses are recorded
Practice.
Conditions

in SMDR.

See the Station

Message

Detail Recording

If an extension with Message Registration connects to an outgoing
trunk which does not have Message Registration, Message
Registration does not apply to the extension.
When the trunk does not provide answer supervision (trunk circuit
descriptor option “Far-end Gives Answer Supervision” is not
enabled), a completed outgoing call is determined by the pseudo
answer supervision timer. This timer is started when a trunk
seizure is acknowledged and when the timer expires, a meter
pulse is counted (a pseudo answer supervision) giving an
indication of a completed external call.

How to Program
How to Use

Chart 4-l 8, page 4-24
Console:

Chart 5-9, page 5-7

FDT:

Chart 5-29, page 5-24

Multi-User
Four front desk terminals can run the hotel/motel application
at the same time.
However, two terminals cannot edit information for the same room at the same time.
The front desk terminal also checks that the room is not being accessed by an attendant
console. The message “Room being accessed by another user. Try again later.”
appears on the screen if a console is currently displaying information for the room. If
more than one front desk terminal is logged in with the supervisor-level
password,
each terminal checks that the room is not being accessed by another terminal or by
the console.
The front desk terminal and a SUPE/?SETdisplay
telephone,
or several display
telephones
can enter, change or delete a guest name. The entry that is done last is
the one that is stored.
Up to 11 consoles can be configured on one system. Two (or more) consoles can
access a guest room at the same time. The user that leaves the guest room last updates
the database last, and that information is the valid data for the room. If two users are
changing different fields at the same time, all the information
should be captured
because only fields that have been modified will be updated when the EXIT softkey is
pressed.

HOW t0 Program

How to Use

2-44

Issue 1

Consok?:

4-2
See COS option 320

FDT:

No programming

Console:

N/A

FDT:

N/A

Revision 0

Chat-t

4-1,

page

required

March

1997

System Description

Entering or changing guest room information from the front desk terminal can be
controlled by passwords. When first installed, all passwords are the same, and different
levels must be enabled. A CDE attendant-level
password allows no editing capability.
A CDE supervisor-level
password allows editing. The user of an attendant password
can read information about rooms, request audits, and conduct searches. The user of
a supervisor password can, in addition, enter and change information
about a guest
room, because this password presents the Room Update softkey.

How to Program
How to Use

Chart 4-1, page 4-2, Step 9.
Console:

N/A

FDT

Chat-t 5-l 4, page 5-12

PMS Interface
The PABXcan interface to IBM-compatible
personal computers with the Lodgistix
software package (or a package that follows the same protocol). See Property
Management
System, Paragraph 2.5 on page 2-60.
How to Program
How to Use

PMS

Chart 4-2, page 4-11
Console:

N/A

FDT:

N/A

Room Condition
Room Condition indicates the current housekeeping
condition of a guest room, and
can be set from an attendant console or a front desk terminal (Table 2-17). See Room
Status. Some conditions can be set from a guest room telephone. See Maid in Room.
Room condition can be displayed as part of the room status display on the SUPERSET
420 and SUPERSET 430 telephone.
See Room Status Display on page 2-50.

March

1997

Issue 1

Revision 0

2-45

Hotel/Motel

Feature

Package

Description

Table 2-17 Room Condition
Condition

Meaning

Description
Display

Changing

the Field from a(n)...

Attendant
Console
Attendant

Front Desk
Terminal

Room
Telephone

Console

Clean

Room has
been inspected and
is ready for
occupancy.

“Clean” is
displayed on the
attendant
console display
room status line.

Attendant
presses the
STATUS
softkey, then the
CLEAN softkey.

On the Room
Update screen,
Attendant
presses the
Show Choices
softkey, then
the Clean
softkey.

Maid or
supervisordials
Clean code
from a guest
room phone.
(Maid in Room
feature.)

Dirty

Room has
not been
cleaned by a
maid.

“Dirty” is
displayed on the
attendant
console display
room status line.

Attendant
presses the
STATUS
softkey, then the
DIRTY softkey.

On the Room
Update screen,
Attendant
presses the
Show Choices
softkey, then
the Dirty
softkey.

Cannot be
changed.

3ut of
Service

Room is not
in use.

“Serv.” is
displayed on the
attendant
console display
room status line.

Attendant
presses the
STATUS
softkey, then the
OUT OF SERV
softkey.

On the Room
Update screen,
Attendant
presses Show
Choices and
Serv softkeys.

Cannot be
changed.

To be
Inspected

Room has
been
cleaned by a
maid but has
not yet been
inspected.

“lnsp.” is
displayed on the
attendant
console display
room status line.

Attendant
presses the
STATUS
softkey, then the
TO INSPECT
softkey.

On the Room
Update screen,
Attendant
presses the
Show Choices
softkey, then
the lnsp
softkey.

Maid or
supervisordials
the To Be
Inspected
code from a
guest room
telphone. (Maid
in Room
feature.)

“Clean” appears
in the Condition
field on the room
updates form.

Attendant
presses the
Clean softkey.

On the Room
Update screen,
Attendant
presses the
Show Choices
softkey, then
the Clean
softkey.

Maid or
supervisor dials
Clean code
from a guest
room phone.
(Maid in Room
feature.)

Front Desk Terminal
Clean

Same as
above.

Page 1 of 2

2-46

Issue 1

Revision 0

March

1997

System Description

Condition

Meaning

Table 2-17 Room Condition

(continued)

Description
Display

the Field from a(n)...

Changing
Attendant
Console

Front Desk Terminal

Front Desk
Terminal

Room
Telephone

(cont’d)

Dirty

Same as
above.

“Dirty” appears
in the Condition
field on the room
updates form.

Attendant
presses the
Dirty softkey.

On the Room
Update screen,
Attendant
presses the
Show Choices
softkey, then
the Dirty
softkey.

Cannot be
changed.

3ut of
Service

Same as
above.

“Serv”appears in
the Condition
field on the room
updates form.

Attendant
presses the
Serv softkey.

On the Room
Update screen,
Attendant
presses the
Show Choices
softkey, then
the Out of Serv
softkey.

Cannot be
changed.

To be Inspected

Same as
above.

“lnsp” appears in
the Condition
field on the room
updates form.

Attendant
presses the
lnsp softkey.

On the Room
Update screen,
Attendant
presses the
Show Choices
softkey, then
the To Inspect
softkey.

Maid or
supervisordials
the To Be
Inspected
code from a
guest room
telephone.
(Maid in Room
feature.)
Page 2 of 2

How to Program
How to Use

March

1997

Issue 1

Chart 4-l 9, page 4-25
Console:

Chart 5-11, page 5-8

FDT

Chart 5-30, page 5-24

Revision 0

2-47

Hotel/Motel

Feature

Package

Description

Room Occupancy
This feature indicates the current occupancy of a guest room. The room occupancy
can be set from a console or a front desk terminal (Table 2-18). See Room Status.

Table 2-18 Room Occupancy
Occupancy

Description
Display

Meaning

Changing

the Field from a(n)...

Attendant
Console
Attendant

Vacant

Room
Phone

Console

Room is not
occupied.

Occupied

Front Desk
Terminal

Room is occupied
by a guest.

“Vat” is displayed
on the attendant
console display
room status line.

Attendant
presses the
STATUS
softkey, then
the VACANT
softkey.

On the Room
Updatescreen,
Attendant
presses the
Show
Choices
softkey, then
the Vacant
softkey.

Cannot be
changed.

“Occ” is
displayed on the

Attendant
presses the
STATUS
softkey, then
the
OCCUPIED
softkey.

On the Room
Updatescreen,
Attendant
presses the
Show
Choices
softkey, then
the Occupied
softkey.

Cannot be
changed.

attendant
console display
room status line.

Reserved

The guest room is
reserved for a
guest, but not paid
for. If the guest
does not pay for
the room by a partitular time, it can
be rented out to
another guest.

“Res”is displayed
on the attendant
console display
room status line.

Attendant
presses the
STATUS
softkey, then
the
RESERVED
softkey.

On the Room
Updatescreen,
Attendant
presses the
Show
Choices
softkey, then
the Reserved
softkey.

Cannot be
changed.

Guaranteed

The guest room is
reserved for a

“Gua” is
displayed

Attendant

Cannot be
changed.

guestand paid for,

attendant

although the
guest has not
checked in yet.

console display
room status line.

On the Room
Updatescreen,
Attendant
presses the
Show
Choices
softkey, then
the
Guaranteed
softkey.

on the

presses the
STATUS softkey, then the
GUARANTEED softkey.

Page 1 of 2

2-48

Issue 1

Revision 0

March

1997

System Description

Table 2-18 Room Occupancy
Occupancy

Meaning

Description
Display

(continued)

Changing

the Field from a(n)...

Attendant
Console

Front Desk
Terminal

Room
Phone

Front Desk Terminal
Vacant

Same as above.

“Vacant”appears
in the Occupancy
field on the room
updates form.

Attendant
presses the
VACANT
softkey.

On the Room
Updatescreen,
Attendant
presses the
Show
Choices
softkey, then
the Vacant
softkey.

Cannot be
changed.

Occupied

Same as above.

“Occupied”
appears in the
Occupancy field
on the room
updates form.

Attendant
presses the
OCCUPIED
softkey.

On the Room
Updatescreen,
Attendant
presses the
Show
Choices
softkey, then
the Occupied
softkey.

Cannot be
changed.

Reserved

Same as above.

“Reserved”
appears in the
Occupancy field
on the room
updates form.

Attendant
presses the
RESERVED
softkey.

On the Room
Updatescreen,
Attendant
presses the
Show
Choices
softkey, then
the Reserved
softkey.

Cannot be
changed.

Guaranteed

Same as above.

“Guaranteed”
appears in the
Occupancy field
on the room
updates form.

Attendant
presses the
GUARANTEE
D softkey.

On the Room
Updatescreen,
Attendant
presses the
Show
Choices
softkey, then
the
Guaranteed
softkey.

Cannot be
changed.

Page 2 of 2

How to Program
How to Use

March

1997

Issue 1

Chart 4-l 9, page 4-25
Console:

Chart 5-l 1, page 5-8

FDT

Chart 5-31, page 5-25

Revision 0

2-49

Hotel/Motel

Feature

Package

Description

Room Status Display
Attendant

Console

and Front Desk Terminal

This feature allows the attendant to display and change the status of a room(s). Room
status consists of: room occupancy, room condition, telephone privileges (call
restriction) and maid in room. Each (except maid in room) can be set independently
by the attendant. See Table 2-19.
The system can be programmed
to change the status of all “occupied/clean”
rooms to
“occupied/dirty”
at a predetermined
time. At the same time, an audit of all auto wakeups
is generated.
See Wakeup/Room
Condition Audit on page 2-30.
Table 2-19 Room Status Display
Terminal
Attendant

Type
Console

Front Desk Terminal

Description

of Display

When a room number is selected, the status from the above list is displayed
on the second line of the attendant console LCD. For example:
Status= Vac/Dirty/lnt/Maid
means the room is vacant, dirty, has only internal telephone privileges and
has a maid in it. The last field is blank if the maid is not present.
Room status for a number of rooms can be displayed by doing a room search
on the basis of:
- Maid in room
- Vacant/clean
- Reserved and clean
- Out of service
See Room Status Search.
A. Room status for a particular room is displayed on the room update screen.
occupancy, condition, call privilege, and maid are displayed as separate
fields.
B. Room status for a number of rooms can be displayed by doing a room
search on the basis of:
- Vacant/clean
- Vacant
- Maid in room
- Out of service
- Dirty
- Reserved
- Guaranteed
See Room Status Search.

2-50

Issue 1

Revision 0

March

1997

System Description

Feature
Interactions

If System Option 2 (Message Lamp Test Enable) is enabled,
when a room’s status is changed from vacant to occupied or from
occupied to vacant, the system performs a message lamp test on
the telephone in that room. If the test finds the lamp defective (i.e.
burnt-out
or missing), it raises a minor alarm. See the
Programming section.

How to Program

Chart 4-19, page 4-25

How to Use

Console:

Chart 5-l 1, page 5-8
Chart 5-13, page 5-l 0

FDT:

Chat-t
Chart
Chat-t
Chart

5-31,
5-28,
5-33,
5-23,

page
page
page
page

5-25
5-23
5-27
5-l 9

Room Types and Room Codes
Hotel guest rooms can be divided into 50 different types, such as single, double,
queen, smoking, nonsmoking.
This division is done through customer data entry
programming
from the CDE terminal by putting each room type in a separate class of
service. Since each class of service can have a different name associated with it, the
type of room is identified by the class of service name. The name can be eight
characters long. By default, it can be identified by the code (COS number) associated
with the class of service name. Searches and audits can be requested by room type
or code.

Table 2-20 Room Types (Examples)
COS Name

Room Type
All single rooms

Single

All regular doubles

Double

All doubles facing pool

NoSmk-Su

How to Program
How to Use

1997

Daub-VIP

All suites no smoking

March

Room Code
(COS Number)

Issue 1

Chart 4-1, page 4-2, Step 2.
Console:

N/A

FDT:

Chat-t 5-35, page 5-28

Revision 0

2-51

Hotel/Motel

Feature

Package

Description

Searches
Several

Note:

different

types of searches

Guest search

Room number

Room type search

Maid in room search

Room status search

can be conducted:

(see note)

Front Desk Terminal

search
(see note)

only.

Guest Search
Guest Search searches all guest rooms for a text string that matches a guest’s name.
The string entered must match with the first letters of the last name field. For instance,
if BLACK were entered, the name would match with BLACK or other names containing
these letters such as BLACKBURN.
All matches are displayed in alphabetical
order
using the standard front desk search display format. If last names are identical, first
names are used to determine the order. If both are identical, the guest who checked
in last is displayed first.
How to Program
How to Use

2-52

Issue 1

N/A
Console:

N/A

FDT

Chart 5-32, page 5-26

Revision 0

March

1997

System Description

Room Number

A search can be conducted
2-21.

for information

about a particular

Table 2-21 Room Number
Terminal
Attendant

room number.

See Table

Type

Operation

Display

Console

Press the Guest
Room softkey and
entera room number.

The room occupancy, condition, call restriction,
whether a maid is in the room , and message register
count is displayed. Attendant consoles associated
with afront desk terminal application display the guest
name and room type.
Room Update Screen. The name of the guest, room
occupancy, condition, call restriction, whether a maid
is in the room, wakeup time, room type, whether there
is a message waiting, whether Do Not Disturb is set,
and the message register count is displayed on the
Room Update screen.
Search Display Screen. The name of the guest,
room type, room occupancy, condition, call restriction,
whether a maid is in the room, message waiting
indication, and wakeup time are displayed for that
particular room number, and the next eight rooms.

Front Desk Terminal

A. Beginning from the
House Statistics
screen, press the
Room Update
softkey and enter the
room number.
B. From the Room
Search menu, press
the Room Number
softkey and enter the
room number.

N/A

How to Program
How to Use

Console:

Chart 5-12, page 5-10

FDT:

Chart 5-34, page 5-27

Room Type Search
Room Type Search is available on the front desk terminal only. A search can be
conducted
on the basis of room type. The class of service number for the room type
is used as the room code for search purposes. There is a wild card entry for searching
all room types.
Searches
Type.

can also be conducted

on the basis of room status and room type. See Room

How to Program
How to Use

March

1997

Issue 1

Console:
FDT:

Revision 0

N/A
N/A
Chart 5-35, page 5-28

2-53

Hotel/Motel

Feature

Package

Description

Maid in Room Search
A search can be conducted
from the attendant console,
Maid in Room (Table 2-22).
from lowest to highest room

from SUPERSET 420 or SUPERSET 430 telephones,
or from a front desk terminal for rooms with a status of
Rooms with a maid in them are displayed in sequence
number. See Room Status Search.

Table 2-22 Maid in Room Search
Terminal Type
Attendant

Operation

Display

Console

Search is initiated by
pressing the MAID
softkey.

The first 10 room numbers of rooms with a maid in
them are displayed. If there are more rooms being
cleaned, the MORE... softkey appears. This softkey
displays the other guest room extension numbers, 10
at a time. When the last room number is displayed,
the MORE... softkey disappears. Only room numbers
are shown.

Front DeskTerminal

Search is initiated by
pressing the Maid in
Room softkey.

The first nine room numbers of rooms with a maid in
them are displayed. Guest name, type of room,

SUPERSET

420

Telephone

SUPERSET

Telephone

430

Search is initiated by
dialing the
SUPERSET 420
Maid in Room status
display access code.

occupancy, condition, call restriction, message
waiting indication, and wakeup time are also
displayed. If there are more rooms being cleaned, the
PAGE DOWN softkey appears. This softkey displays
the other guest room extension numbers, nine at a
time. When the last room number is displayed, the
PAGE DOWN softkey disappears, and the PAGE UP
softkeyappears. The PAGE UP softkeyallows paging
backwards, nine rooms at a time. This softkey is not
available on the first screen of nine rooms. If no rooms
are found that meet the requirements, the user is
informed and the main search menu softkeys are
presented.
The first two room numbers of rooms with a maid in
them are displayed. If there are more rooms being
cleaned, the arrow softkey appears.
This softkey displays the other room numbers, two at
a time. When the last room number is displayed, the
arrow softkey disappears.

Search is initiated by

Search is initiated by dialing the Maid in Room access

dialing the
SUPERSET

code.The first 10 room numbers of rooms with a maid
430

Maid in Room status

in them are displayed. If there are more rooms being
cleaned, the arrow softkey appears.

display access code.
This softkey displays the other room numbers, 10 at
a time. When the last room number is displayed, the
arrow softkey disappears.

2-54

Issue 1

Revision 0

March

1997

System Description

How to Program

How to Use

Chart 4-l 5, page 4-22
Chart 4-l 6, page 4-22
Console:

Chart 5-11, page 5-8

FDT

Chart 5-33, page 5-27

55420 /
ss430

Chart 5-38, page 5-31

Room Status Search
can search for guest rooms that have certain status combinations.
Different types of searches can be conducted from the attendant console or from the
front desk terminal. All room searches can be divided into two phases: searching and
displaying. The search mode provides softkeys to select the type of search to be done.
See Table 2-23.
The attendant

Table 2-23 Room Status Search
Terminal

Type

Typesof Room
Status
Searches

Operation

Attendant
Console

- Maid in room
- Vacant/clean
- Reserved and
clean
- Out of service

Search is
initiated by
pressing the
appropriate
softkey.

When displaying all rooms with a particular
status, as selected by softkeys, the LCD
displays the numbers of up to 10 rooms that
have the selected status. If there are more
rooms, the MORE... softkey appears. It
displays the next group of up to1 0 room
numbers. Rooms are displayed in order
from highest to lowest room number. Only
room numbers are shown.

Front Desk
Terminal

Search is
initiated by
pressing the
appropriate
softkey. For
each, room type
(or the wild card
entry 0 for all
rooms) must be
specified.

If the search is successful, (i.e., a room
meeting the search criteria exists) the first
nine room numbers of rooms with that
particular status are displayed. Room
number, guest name, room type,
occupancy, condition, whether there is a
maid in the room, call restriction, message
waiting indication, and wakeup time are
displayed.

Vacant/clean
Vacant
Maid in room
Out of service
Dirty
Reserved
Guaranteed

Display

If there are more rooms, the PAGE DOWN
softkey appears. This softkey displays the
other room numbers, nine at a time. When
the last room number is displayed, the
PAGE DOWN softkey disappears. The
PAGE UPsoftkeyallowspaging
backwards,
nine rooms at a time. This softkey is not
available on the first screen of nine rooms.
If no rooms are found which meet the
requirement, the user is informed and the
main search menu softkeys are presented.
Page 1 of 2

March

1997

Issue 1

Revision 0

2-55

Hotel/Motel

Feature

Package

Description

Table 2-23 Room Status Search (continued)
Terminal

Type

Typesof Room
Status
Searches

Operation

Display

SUPERSET

Search is on a
per room basis.
See room
status.

Search is
initiated by
dialing the room
status display
access code
followed by a
room number.

The LCD displays the status (occupancy
and condition only) of the room:
1101 VACKLEAN
The arrow softkey displays the status of the
room with the next higher room number:
1102 RESKLEAN
When the last room number is displayed, the
arrow softkey no longer appears.

SUPERSET

Search is on a
per room basis.
See room
status.

Search is
initiated by
dialing the room
status display
access code
followed by a
room number.

The LCD displays the status (occupancy
and condition only) of the room:
1101 VAC/CLEAN
The arrow softkey displays the status of the
room with the next higher room number:
1 IO2 RESKLEAN
When the last room number is displayed, the
arrow softkey no longer appears.
Page 2 of 2

How to Program
How to Use

2-56

Issue 1

Chart 4-l 9, page 4-25
Console:

Chart 5-l 1, page 5-8
Chart 5-l 3, page 5-l 0

FDT:

Chart 5-33, page 5-27

SS42O/SS430

Chart 5-39, page 5-32

Revision 0

March

1997

System Description

Single Line Reports
Single line reports are types of audits used to record changes in status for an individual
room. See Table 2-24. These reports are generated automatically
(under control of
System Options 04, 13, and 24) and provide hard-copy evidence that a change
occurred. The printouts produced by single line reports are limited to 40 characters in
length. The report printouts begin with a standard prefix, containing extension number,
date and time. This prefix occupies the first 19 characters of the print line, as follows:
xxxxx

mm/dd

hh:mmP

The xxxxx field refers to an extension number (five-digit maximum). The mm/dd field
refers to a two-digit month and a two-digit day. The hh:mmP field refers to a two-digit
hour, and two-digit minute, where P indicates PM when a 12-hour clock is used.
There are three categories
l

Automatic
Wakeup.
Sixteen suffixes are available for automatic wakeup single
line reports.Three
apply to attendant
console operations,
three to front desk
terminal operations,
three to station operations
(guest room telephones),
and
seven to wakeup attempts.
Each contains the programmed
wakeup time. The
suffixes are summarized in Table 2-24. A sample automatic wakeup report is given
below:
12345 01/23

of single line reports:

11:2OP WU 7:00 SET BY ROOM

Message
Registration.
Message registration single line reports have only one
printout suffix; it is generated whenever a room’s message register is cleared from
the attendant console. The register count field is five digits in length, and all leading
zeros are displayed. The format of the suffix is:
REG. CLEARED

AT nnnnn

nnnnn represents the register contents
registration report is given below:
12345 01/23
l

11:4OP REG. CLEARED

A sample

WAITING

message

waiting

WAITING

OFF

report is given below:
WAITING

Room Status. Room Status single line reports are generated each time the Maid
in Room feature is accessed
from a room phone. Room Status reports are
generated whether the Property Management
System is enabled or not.

A sample

room status report is given below:

12345 01/23

1997

message

AT 00012

ON or MESSAGE

12345 01/23 11:45P MESSAGE

March

A sample

Message
Waiting.
Two suffixes are available for Message Waiting single line
report printouts. One is generated
when Message Waiting is turned on for an
extension; the other is generated when it is turned off. The format of the suffixes is:
MESSAGE

prior to being cleared.

11:45P RS INSP MAID

issue 1

Revision 0

2-57

Hotel/Motel

Feature

Package

Description

Table 2-24 Single
Operation

Type

Console Operations

Front DeskTerminal
Operations

Room Operations

flakeup

Attempts

Line Reports

Suffix

Definitions

WU hh:mmP SET BY CONS

& Notes

WU = Wakeup
hh:mmP = time and PM indicator
SET BY CONS = Set by Attendant

Console

WU hh:mmP CHG BY CONS

CHG BY CONS = Changed by Attendant
Console

WU hh:mmP CAN BY CONS

CAN BY CONS = Canceled by Attendant
Console

WU hh:mmP SET BY DESK

WU = Wakeup
hh:mmP = time and PM indicator
SET BY DESK = Set by Front Desk Terminal

WU hh:mmP CHG BY DESK

CHG BY DESK = Changed by Front Desk
Terminal

WU hh:mmP CAN BY DESK

CAN BY DESK = Canceled by Front Desk
Terminal

WU hh:mmP SET BY ROOM

WU = Wakeup
hh:mmP = time and PM indicator
SET BY ROOM = Set by guest room telephone

WU hh:mmP CHG BY ROOM

CHG BY ROOM = Changed
Telephone

WU hh:mmP CAN BY ROOM

CAN BY ROOM = Canceled by Guest Room
Telephone

WU hh:mmP aaaaaaa

aaaaaaa

by Guest Room

= either:

ANSWERED
NO ANS 1
NO ANS 2
NOANS3**
BUSY I,
BUSY 2,
BUSY3**
* * Third-attempt failures for NO ANS and
BUSY generate three CTRL G characters
separated by seven nulls, along with the
asterisks. A CTRL G character rings bell.
Room Status

2-58

RS YYYYYZZZZ

Issue 1

RS = Room Status
yyyyy = Room Condition
zzzz = Maid in Room - this field is blank when
the maid is not in the room.

Revision 0

March

1997

System Description

SUPERSETTelephone

Room Status Display

The SUPERSETdisplay
of an authorized SUPERSETtelephone
can show a
combination
of occupancy and condition (one of Vacant/Occupied/Reserved/
Guaranteed
and one of Clean/DirtyTTo be Inspected/Out
of Service).
Maid in Room is displayed separately
Restriction is not displayed.

as part of the Maid in Room feature.

Table 2-25 SUPERSETTelephone
Description

Room Status Display

of Display
Condition

Occupancy
Vacant

VAC appears as the first word
in the telephone display area.

Clean

CLEAN appears as the second
word in the telephone display area.

Occupied

OCC appears as the first word
in the telephone display area.

Dirty

DIRTY appears as the second word
in the telephone display area.

Reserved

RES appears as the first word
in the telephone display area.

Out of
Service

SERV appears as the second word
in the telephone display area.

Guarante
ed

GUA appears as the first word
in the telephone display area.

To be
Inspected

INSP appears as the second word
in the telephone display area.

How to Program
How to Use

March

Call

1997

Issue 1

Chart 4-22, page 4-28
SS42O/SS430

Revision 0

Chart 5-37, page 5-30
Chart 5-38, page 5-31
Chart 5-39, page 5-32

2-59

Hotel/Motel

Property
2.5

Feature

Package

Management

Description

System (PMS)

The PABX interfaces to IBM-compatible
personal computers with the Lodgistix PMS
software
package
(or a package
that follows the same protocol).
Hotel/Motel
information
is stored in the PABX and in the PMS. The information is split between the
PMS and the PABX as follows:
PMS Database

PABX Database

Room Status
Message Register

Message Register

Message Waiting

Automatic Wakeup

Guest Names

Do Not Disturb
Note that the PABX will not store room status information
to Chart 4-2, page 4-11 for programming
information.
PMS-Specific

when PMS is enabled.

Refer

Features

The PMS interface
PMS:

maintains

maid status

message

check

name (guest

registration

the following

of outgoing

information

between

the PABX and the

trunk calls

in/out
name)

Check In/Check Out. When a guest checks in (PMS Check In), the room telephone
is enabled to allow outgoing trunk calls. Upon check out (PMS Check Out), the phone
is disabled from making calls and the PMS clears message register, message waiting,
Do Not Disturb and automatic wakeup from the guest room database.
The attendant may restrict the room phone to internal calls, local calls, or long distance
calls by using the Outgoing Call Restriction feature described in the Attendant Console
Guide.
Message Registration
of Outgoing
Trunk Calls. This feature provides the PMS with
the number of trunk calls made from a room (local and long distance). A call-accounting
device connected to the PABX monitors SMDR reports for long distance calls. The
charge for these calls is automatically
added to the guest’s bill at check out time.
Call-costing
equipment
may be attached to the PMS, to allow the PMS to handle call
costing.

2-60

Issue 1

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March

1997

System Description

Maid in Room Status. This feature allows the maid to change the room status
(clean/dirty) from the room telephone. The maid in room status is also indicated on the
PMS terminal. This feature is functionally identical to that of the PABX’s attendant room
status; however, the displaying and monitoring of room status is completely controlled
from the PMS terminal.
Automatic
Wakeup. This feature allows the front desk PMS terminal to set up and
cancel wakeup requests from guest rooms. If programmed
in the PABX, a printout will
be produced upon setup of a valid time to verify that the request was committed.
As
well, a printout occurs when the wakeup is honored to verify the receipt of the call.
Name. This feature allows the guest room name in the PMS to be sent to the PABX
when a guest checks in and be stored against the room extension. Figure 2-22 provides
a breakdown
of the Add Name command.
SPACER

“BNAMI

-BOB-JAMES ____ -------i-1WC
I
I I

‘i

SPACER

20 CHARACTERS
FOR NAME

FIVE DIGITS
FOR
EXTENSION
NUMBER
CC0383

Figure

2-22

Breakdown

of the Add Name

Command

Message Waiting. This feature allows the message center PMS terminal to setup and
cancel a message waiting indication on a guest room telephone.
If programmed
in the
PABX, a printout will be produced to verify that the message was sent and the time of
the message. When the message is canceled from the PMS side, another printout is
produced to verify the cancelation.
Feature Interactions
The following
l

March

1997

Because
following

conditions

apply to the PABX/PMS

interface:

all room status updates are applied
options must be disabled:

against

the PMS database,

the

- System Option 33 (Room Status)
- System Option 27 (Room Status Audit)
- System Option 34 (Auto Room Status Conversion and Wakeup Print)
- COS option 244 (Room Status Applies)
- COS option 608 (SUfERSE~Room
Status Display)
The PMS interface port is dedicated to PMS only. It cannot be used for any other
applications
such as CDE, ACD, or SMDR.

Issue 1

Revision 0

2-6 1

Hotel/Motel

Feature

Package

Description

Because PMS has exclusive use of the port assigned to it, it is recommended
that
a dataset be used as the port to allow the system printer port to be used for other
printouts.
Maintenance
logs record any errors found in the PMS interface.
Troubleshooting
Practice for details.
Automatic Wakeup Feature Access Code must not be programmed

Keyboard

commands

for the PMS personal

Table 2-26 PMS Keyboard
Commands

PMS Keyboard

Enquire (ENQ)

in Form 02.

computer.

Commands

Keys

Comments
A= CTRL key

AE
(ACK) ( AF

Not Acknowledged
(NW

Stat-t Transaction
(SW

AB
I

End Transaction

Check In

/\BCHKl

Check Out

“BCHKO XXXXX”C

Add Name

, /\BNAMl

XXXXX is the extension number. If the extension
number is not five digits in length, use leading
spaces in place of the digits.

XXXXXAC

a-z XXXXX*C

a-z is the extension name. The extension name
must be 20 characters in length followed by a
single space, followed by the extension number.
If the extension name is not 20 characters in
length, use trailing spaces in place of the
characters. Only the first 10 characters of the
name are displayed.

Replace Name

/\BNAM2 a-z XXXXXAC

Delete Name

“BNAM3 a-z XXXXXAC

Send Message

/\BMW 1 XXXXX”C

Insert a space before and after the digit 1.

Delete Message

“BMW 0 XXXXX”C

Insert a space before and after the digit 0.

Set Wakeup

ABWKPTllTXXXXXAC

TllT is the time in hours:minutes.
clock.

2-62

to the

Commands

Table 2-26 lists the keyboard

Acknowledged

Refer

Issue 1

Revision 0

Use a 24-hour

March

1997

System Description

Feature Availability
2.6

The following restrictions
(PMS) features.

also apply to Lodging

and Property

Management

System

Room Status (Option 33) cannot be enabled if PMS is enabled
Room Status (Option 33) cannot be enabled if Outgoing Call Restriction (Option
32) is enabled
Outgoing Call Restriction (Option 32) cannot be enabled if Room Status (Option
33) is enabled
PMS cannot be enabled if Room Status (Option 33) is enabled
PMS cannot
PMS cannot

be enabled
be enabled

if Lodging is enabled
if Automatic Wakeup

feature

code is enabled

Lodging cannot be enabled if PMS is enabled
Options 4,9, 12, 13,23,24,25,
and 27 cannot be enabled
is enabled
Lodging or PMS cannot
25, or 27 is enabled.
Front desk terminals

be disabled

support

unless Lodging

if one or more of Options

the list of features

or PMS

4,9, 12, 13,23,24,

in Table 2-27.

Table 2-27 Feature Availability
Attendant

Do Not Disturb

Guest Room Do Not Disturb
Attendant

Message

Waiting

Setup and Cancel

Guest Message Waiting Cancel
Audits
1 Attendant

Message Resister Audit

1 Room Status Audit
1 Vacant Room Audit
1 Occupied Room Audit
( Reserved Room Audit
1 Guaranteed

Room Audit

I To be Inspected (To Inspect) Room Audit
Dirty (To Clean) Room Audit
All Room Status Audit
Room Type Audit
Wakeup Audit

( Auto Room Status Conversion/Auto

Wakeup Print
Page 1 of 3

March

1997

Issue 1

Revision 0

2-63

Hotel/Motel

Feature

Package

Description

Table 2-27 Feature Availability
Automatic

(continued)

Wakeup

1 Guest Room Wake Up
1 Call Blocking

I Call

(available on the attendant

console only)

Restriction

1 Check Out (single key)
Guest Names
Guest Room SUPERSET

Key Programming

Maid in Room
Maid in Room Display
Maid in Room Status Displav - SUPERSET

420 and SUPERSET

I Message

Lamp Test (available on the attendant

I Message

430 Telephones

console only)

Display and Clear

I Multi-user

PMS Interface
Room Condition

Display

Clean

Out of Service
To be Inspected
Room Occupancy

Display

I Vacant

I
I
I

I Occupied

I Reserved
Guaranteed
Room Status Display
Room Types and Room Codes
Searches
Guest Search
I Room Number
1 Room Type
Maid in Room Search
Room Status Searches
I - Vacant/clean
- Vacant
Page 2 of 3

2-64

Issue 1

Revision 0

March

1997

System Description

Table 2-27 Feature Availability

(continued)

- Out of service
- Dirty (To Clean)
1 - Reserved
( - Guaranteed
1 - Reserved and Clean
1 Single Line Reports
Page 3 of 3

March

1997

issue 1

Revision 0

2-65

Hotel/Motel

2-66

Feature

Package

Description

Issue 1

Revision 0

March

1997

3 Hardware

Installation

General
3.1

PABX. The basic hotel/motel
Peripherals.
Hardware
following peripherals:
l

package

installation

dataset
printer(s)

for the hotel/motel

(for front desk terminal

system

involves

installing

the

and PMS interface)

SUPERSETtelephones
as staff supervisory
SUPERSETor
industry-standard
telephones

Step

Installing

sets
as room telephones.

Hardware
Comments

Action
Install the PABX

The PABX may already be installed at the site.

Install the PABX.

installation

Install the Attendant

with a PABX.

attendant console(s)
front desk terminal(s)

Chart 3-1

is available

Console(s)

Install the attendant console(s).

Information

Practice.

If this is an existing installation, the attendant
sole(s) may already be installed.

con-

Peripheral Devices Practice.

Install the Front Desk Terminal(s)
3.

Install up to four front desk terminals.

Documentation

provided with the terminal(s).

Install a MlTELl loo-series dataset for
each terminal installed in Step 3.

Peripheral Devices Practice.

Install Printer(s)
5.

Install printer(s).

Installation Information

Practice.

Install Telephones
6.

Install SUPERSET telephones.

Peripheral Devices Practice.

Install industry-standard

telephones.

Documentation

1997

Issue 1

March

Revision 0

provided with the telephones.

3-l

Hotel/Motel

3-2

Feature

Package

Description

Issue 1

Revision 0

March

1997

4 Programming
Hotel/Motel
General
4.1

This section contains the programming
information
required for the Hotel/Motel
feature package.
For instructions
on how to program
the base system,
printers,
consoles,
front desk terminals,
and datasets,
refer to the Customer
Data Entry
Practice.
Programming
Hotel/Motel
Chart 4-1.

Procedures
Application.

For information

Property
property

Management
management

Adding
system,

Features.
For information
on adding features
refer to the following charts:

System. For information
system, see Chart 4-2.

Message

Waiting

Chart 4-4 Programming

Attendant

Message

package,

see

the interface

to a

programmed

Setup and Cancel
Audit

Up Room Status Audit

Chart 4-6 Programming

Wakeup

Audit

Chart 4-7 Producing an Automatic
a Predetermined
Time
System

Chart 4-9 Programming

Audit of Wakeups/

Guest

Room Automatic

Programming

Attendant

Chart 4-11

Programming

Call Blocking

Chart 4-12

Programming

Call Restriction

Chart 4-13 Programming

Do Not Disturb

Room Status at

Automatic

Wakeup
Wakeup

Chart 4-14

Guest Room SUPERSET

Chart 4-15

Programming

Chart 4-16
SUPERSET

Programming
Maid in Room Status Display
430 Telephones

Issue 1

Changing

Time

Chart 4-10

Chart 4-l 7 Programming

1997

to an already

Attendant

Chart 4-8 Setting

this feature

on programming

Chart 4-3 Programming

Chart 4-5 Setting

March

on programming

Key Programming

Maid in Room Status

Message

- SUPERSET

420 and

Lamp Test

Revision 0

4-l

Hotel/Motel

Feature

Package

Chart 4-18

Programming

Chart 4-19

Setting

Chart 4-20

Programming

Chart 4-21

Enabling

Chart 4-22

Programming

SUPERSET
Note:

Description

Status

Room Types

Single-Line

is in addition

Chart 4-1

and Room

Codes

Reports

Room Status

Display

to the programming

Programming

- SUPERSET

System

required

the Hotel/Motel

Action
Form 02: Program

up Room

420 and

430 Telephones

This information

Step

Message

for the PABX.

Application
Comments

Access

Codes

Access codes can range from one to five
digits.

Set Access Code for Do Not Disturb.
Assign an access code for Do Not Disturb.

COS option 220 on Form 03 must also be set.
The same access code sets and cancels Do
Not Disturb at a guest room telephone.

Set Access Code for Automatic Wakeup
for Room Phones. Assign a one- to five-digit
code for Feature 32, Automatic Wakeup.

COS options 202 and 244 on Form 03 and
System Option 11 on Form 04 must also be
set.

Set Access Code for Maid in Room
Feature.
Assign a code for Feature 35, Maid in Room.

Maid in Room allows maids to dial a telephone
number when they enter a room for
housekeeping and dial another number when
they have finished the room.

Set Access Code for SUPERSET 4
Telephone Room Status Display.
Assign a code for Feature 36, SUPERSET 4
Room Telephone Status Display.

SUPERSET 4 Set Room Status Display
allows an authorized SUPERSET 420 and
SUPERSET 430 telephone to display the
status of guest rooms. The Room Status
parameters are:Vacant or Occupied or
Reserved; Clean or Dirty or Out of Service or
To Be Inspected.

Set Access Code for SUPERSET 4
Telephone
Maid in Room Status Display.
Assign a code for Feature 40, SUPERSET 4
Telephone Maid in Room Status.

SUPERSET 4 Telephone Maid in Room
Status Display allows an authorized
SUPERSET 420 and SUPERSET 430
telephone to determine which guest rooms
have maids in them.

Set access code for retrieving a message
from a telephone.
Assign a code for Feature 42, Call Message
Sender of Oldest Message.

Allows a guest room telephone to call the
attendant to retrieve a message.

Page 1 of 9

4-2

Issue 1

Revision 0

March

1997

Programming

Chart 4-1
Step

Programming

Application

(continued)
Comments

Action
Form 03: To Program
Desk Terminal)

the Hotel/Motel

Room Types (Front

Create a COS for each different room type
you have.
Assign a name to it by using the COS Name
softkey.

The hotel guest rooms can be divided into 50
groups by putting each room type into a
separate COS. Each COS has a name
associated with it. Therefore, the room type
can be identified by the COS name.
For instance,
COS 1 SINGLE
COS 2 DOUBLE
COS 3 NONSMOKS
COS 4 NONSMOKD
The name must be:
-unique
-up to eight characters

Define the Characteristics
3.

Hotel/Motel

single rooms
double rooms
nonsmoking single
nonsmoking double

in length

of each Room

On each Form 03 you have, set the COS
options for each type of room. Enable:
101

Attendant (Console only) OG
Restriction/Room Status Setup

Allows console to access room status
(occupancy, condition, call restriction). It
provides the STATUS softkey to the console.
Note: The front desk terminal always has
access to room status. Only System Option
33 on Form 04 has to be set.

105

Attendant (Console only) Guest
Room Key

Attendant Console. This COS option gives
access to the hotel/motel features from an
attendant console. This COS option does not
have to be set for the front desk terminal.

113

Attendant
Key

Attendant Console. This COS option allows
the attendant to inhibit room-to-room calls.
COS option 204 and System Option 09 must
also be set. This COS option does not have
to be set for the front desk terminal.

202

Alarm Call

204

Call Block Applies (Performed
Attendant Console only)

(Console only) Call Block

Room Telephones. This COS option allows
guests to set up a wakeup alarm call from their
extension. It also allows the console or the
front desk to set up wakeup calls for guest
rooms. See also COS option 244.
by

Room Telephone. Room telephones are
prevented from calling each other when call
blocking is enabled. Error (reorder tone) is
heard. This COS option must be set for each
room telephone call block applies to. COS
option 113 and System Option 09 must also
be set.
Page 2 of S

March

1997

Issue 1

Revision 0

4-3

Hotel/Motel

Feature

Package

Chart 4-1
Step

Description

Programming

the Hotel/Motel

Action

Application

(continued)
Comments

220

Do Not Disturb

Room Telephone.
Do Not Disturb must be
enabled for any telephone that requires use
of the feature. When Do Not Disturb is active,
the telephone appears busy to incoming calls.

230

Message

Extension or Trunks. Optional. This COS
option should be set for the extension(s) or
trunk(s) for which there is to be a message
register overflow alarm indication at the
attendant console. The alarm icon flashes
and a maintenance log is generated.

See also COS option 703.
See also the following system options:
System Option 49
System Option 04
System Option 23
System Option 40
231

Message Waiting Bell

232

Message Waiting Lamp

Room Telephones.
This COS option lights
the message lamp on a room telephone when
there is a message waiting. See also System
Option 02 (Form 04). COS options 231 and
232 cannot be enabled at the same time.
Note: COS option 231 rings a message bell
only. COS option 232 lights message lamps
and also rings message bells.

244

Room Status Applies

Room Telephones. This COS option must be
enabled to allow guests to set up a wakeup
alarm call from their extension. See also COS
option 202.
It must be enabled to allow the attendant to
display and change the status of a room and
produce a room status audit. See Form 04,
System Option 33.
It must be enabled for SUPERSET
room
telephones that are to be programmed with
speed dial and feature access keys. See COS
option 610 and Form 37.
Page 3 of 9

4-4

Issue 1

Revision 0

March

1997

Programming

Chart 4-l

Programming

Step

the Hotel/Motel

Transparent
Operation

(continued)
Comments

Action
320

Application

Hotel/Motel

Attendant Consoles. Enables more than
one console to function on the system.

Multi-Console

Can also allow multi-consoles to view and
remove messages for guest room phones.
COS option 320 is necessary for consoles
only. It is not necessary for front desk
terminals.
608

SUPERSET

Room Status Display

610

SUPERSET Guest Room Template

SUPERSETSupervisory
Telephones. This
COS option allows room status to be
displayed on a SUPERSET supervisory
telephone.
SUPERSET Room Telephones.
This COS
option allows a block of guest room
SUPERSET 4 10, SUPERSET 401+,
SUPERSET 420 and SUPERSET 430
telephones to be programmed with speed dial
and feature access keys.
See also COS option 244.
See also Form 37: Guest Room SUPERSET
Keys Template.

703

Attendant Console, Telephones,
SUPERSETTelephones,
Trunks.This COS
option provides the PABX the ability to keep
track of the number of completed calls, and
identifies the trunks on which counts apply on
a per phone basis.

Message Register Applies

See COS option 230.
See System Option 49 in Form 04 and
optional message register features
programming:
System Option 04
System Option 23
System Option 40.
Setting
4.

System

Options

On Form 04, set the characteristics
system.

of the

24-hour Clock

System option 01 sets the system time in
24-hour format; otherwise the system time is
in 12-hour format.

Message Lamp Test Enable

System option 02 allows the message waiting
lamps on room telephones to be tested from
the console. See also COS option 232 (Form
03).
Page 4 of 9

March

1997

Issue 1

Revision 0

Hotel/Motel

Feature

Package

Chart 4-l
Step
04

Description

Programming

the Hotel/Motel

Application

(continued)

Action

Comments

Message Waiting and Message
Register Clear Print

Optional. Prints a single line report to the
default printereach time the message register
changes, including the case where the
message register is cleared by the console.
This system option also requires System
Option 107 or 108 to be enabled.
See also
COS option 230
COS option 703.
See also the following system options:
System Option 49
System Option 23
System Option 40.
See also System Option 13, Auto Wakeup
Print, for enabling single line reports of
automatic wakeups.

Attendant

Call Block

This system option allows the attendant to
inhibit room-to-room calls. COS option 113
must also be set.
This system option also requires System
Option 107 or 108 to be enabled.

Automatic

Wakeup

Allows the attendant or guest to set up a
wakeup alarm call. COS option 202 and 244
must be enabled for all extensions that are to
use automatic wakeup.

Automatic

Wakeup Alarm

Optional. Allows the console alarm icon to be
flashed in the event that a wakeup call is not
answered within three attempts. Also
generates a maintenance log. No effect on
SUPERSET 420 and SUPERSET 430.

Automatic

Wakeup Print

Optional. Allows wakeup audits and one-line
messages to be printed on the system printer
whenever a wakeup call is set up, canceled,
answered, or an attempt is made to honor the
wakeup. No effect on SUPERSET 420 and
SUPERSET 430.
This system option also requires System
Option 107 or 108 to be enabled.

Automatic

Wakeup Music

Optional. Allows music to be heard by an
extension that answers a wakeup call.
Requires a music source.
Page 5 of 9

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March

1997

Programming

Chart 4-1

Programming

Step

the Hotel/Motel

(continued)
Comments

Action
23

Application

Hotel/Motel

Message Reg. Count Additional
Supervisions

Counts meter pulses after supervision
received on an outgoing trunk.

This system option also requires System
Option 107 or 108 to be enabled.
24

Message Register Audit

Allows the attendant to request a message
register audit (either from the attendant
console or the front desk terminal). See
System Option 25.
This system option also requires System
Option 107 or 108 to be enabled.

Message

All message registers are set to zero when an
audit is requested, including instances where
the maximum number of audits is exceeded
or the printer is unavailable. See System
Option 24.
This system option also requires System
Option 107 or 108 to be enabled.

Console. Produces a printout of the current
status of all guest rooms. Only rooms with
COS option 244 enabled are displayed by the
audit. See COS option 244, Form 03.

Room Status Audit

This system option also requires System
Option 107 to be enabled.
Terminal. Produces seven different types of
audits ( vacant, occupied, reserved,
guaranteed, to clean, to inspect, all rooms).
33

Room Status

Allows the status of a room to be displayed
and changed. Provides the three call
privileges: internal, local and long distance.
See also:
COS option 244 (for all extensions for which
room status is to apply), System Option 34.
If System Option 02 is enabled, when a
room’s status is changed from vacant to
occupied or occupied to vacant, the system
performs a message lamp test on the
telephone in that room. If the test finds out a
lamp is defective, it raises a minor alarm.
Page 6 of 9

March

1997

Issue 1

Revision 0

4-7

Hotel/Motel

Feature

Package

Chart 4-l
Step

Description

Programming

the Hotel/Motel

Application

Action

(continued)
Comments

Auto Room Status Conversion/Auto
Wakeup Print

Optional. Produces an automatic audit of all
wakeups in the system every day. This option
also changes the room status. For instance,
all occupied/clean rooms can be changed to
occupied/dirty at a set time. The time of day
for the printout must be set in System Option
56 . The default is 0O:OO (midnight). See
System Option 56.

Message Register Follows Talker

Charges the extension or console last talking
to a trunk with the message register count.

Pseudo Answer Supervision

This value is applied to trunks in the system
that do not provide answer supervision.

Auto Room Status Conversion/Auto
Wakeup Print Timer

Optional. Sets the time of day for the
automatic daily audit of all wakeups in the
system. The default is 0O:OO (midnight).Only
applies if System Option 34 is enabled. See
System Option 34. The same time is also
used to convert all occupied/clean rooms to
occupied/dirty.

VacanvReserved
Restriction

By default, vacant rooms (and rooms that
become vacant) have their call restriction set
to Internal, the most restrictive option. This
setting prevents unauthorized calls from
vacant/reserved rooms.

Occupied Room Default Call
Restriction

By default, occupied rooms have the call
restriction set to Internal, the most restrictive
option. Typically when a room becomes
occupied, the guest is provided with a less
restrictive setting.

Do not enable System Option 32,
Outgoing Call Restriction, for
Hotel/Motel.

Prevents unauthorized trunk calls after a
guest checks out. However, it cannot be
enabled at the same time as System Option
33, Room Status. Since System Option 33
provides the three call restrictions, System
Option 32 is not necessary in the hotel/motel
context.

Timer

Room Default Call

Note:
32

If a PMS is used, System Option 32 must be
enabled.
To Set Up the Attendant
5.

Console

Form 07: Console Assignments specifies the
physical location of each attendant console.

Described
Practice.

in the Customer Data Entry
Page 7 of 9

4-8

Issue 1

Revision 0

March

1997

Programming

Chart 4-1
Step
6.

Programming

the Hotel/Motel

Application

Action

Hotel/Motel

(continued)
Comments

Form 08: This form specifies the listed
directory numbers for each attendant
console.

Described
Practice.

in the Customer Data Entry

Form 09 assigns stations and SUPERSET
telephones to the system.

Described
Practice.

in the Customer Data Entry

See Note 2 for extension numbering
instructions.

Note 1: If a front desk terminal is configured
on the system, the names of guests in
occupied rooms are displayed in the Name
field on Form 09. Only the first 10 characters
of the last name can be displayed.

To Set Up TelephoneslSUPERSET
Telephones
7.

Note 2: The hotel/motel application uses the
guest room extension number as the room
number. A simple pattern for relating an
extension number to a room number should
be used. For example, if four-digit extension
numbers are used, they could be assigned by
using format xfrr:
where:
x is always a 1
f is the floor number
rr is the room number on the floor.
Therefore:
Room 1 on floor 1 is 1101
Room 2 on floor 1 is 1102
Room 1 on floor 2 is 1201.
Page 8 of E

March

1997

Issue 1

Revision 0

Hotel/Motel

Feature

Package

Chart 4-1
Step

Description

Programming

the Hotel/Motel

Application

Action

(continued)
Comments

To Set Up the Front Desk Terminal
8.

Form 12 assigns DATASET 1 loo-series
sets to the system.

data

Described
Practice.

in the Customer Data Entry

Form 11: Data Circuit Descriptors.

Described
Practice.

in the Customer Data Entry

Form 11: Data Circuit Descriptor Options
Subform.

Described
Practice.

in the Customer Data Erhy

Note: When programming the PBX attention
character for a dataset to be used with the
front desk terminal, Control R, Control Y and
Control C should not be used. The Front Desk
Terminal application has predefinedfunctions
for these key sequences. No checking is done
to prevent the use of these characters.
To Set Up Access
9.

Restriction

Form 28: Access Restriction form.

Described in the Customer Data Entry
Practice.
The CDE supervisor-level password allows
editing privileges.
The CDE attendant-level password allows no
editing privileges.

To Set Up Printer(s)
10.

Form 34: Directed I/O.

Described
Practice.

in the Customer Data Entry

The hotel/motel
line reports.

wakeup printer prints single

The hotel/motel audit printer prints wakeup,
message register, room type, room status,
and wakeup/room condition audits.
To Set Up SWERSETTelephones
Programming
11.

Form 37: Guest Room SUPERSET
Template

Block
Keys

This form provides three preprogrammed sets
(templates) of speed dial and feature access
keys for hotel/motel guest room phones.
COS options 244 and 610 must be
programmed in the COS of all guest rooms
using SUPERSETtelephones
with speed dial
and feature access keys.
Page 9 of 6

4-10

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March

1997

Programming

Chart 4-2
dote:

The PABX can be interfaced

Programming

to a Property

2. The PMS interface port is dedicated
as CDE, SMDR or ACD.

for PMS

Management

System.

to PMS only. It cannot be used for any other applications

3. Because PMS has exclusive use of the port assigned to it, a dataset
allow the system printer port to be used for other printouts.
logs record

Hotel/Motel

any errors in the PMS interface.

should

such

be used as the port, to

Maintenance
details.

Refer to the Troubleshooting

Practice for

Message Waiting Setup must be enabled in the COS for the guest room phone if it is an
industry-standard
telephone. This restriction does not apply to SUPERSET
420and SUPERSET
telephones.

431

6. PMS Terminal. Dial 0 calls are routed to a console (Form 19) or a console

LDN or subattendant
LDN
(Form 08). This routing makes sure there is a single place the guest must call to receive messages.
If the dial 0 point for the room is not a console or a console LDN or subattendant
LDN, the message
softkey is not provided on the PMS terminal.

A list of the PMS Keyboard

Step

is provided

Action
Setting

Commands

Feature

in Table 2-26, page 2-62.

Comments

Access Codes

On Form 02, Programming
Codes:

Feature Access

Assign an access code to Feature 35 ( Maid
in Room).

To allow room status to be changed from room
telephones.

Assign an access code to Feature 10
(Do Not Disturb).

Allows a room telephone to set up and cancel
Do Not Disturb. See also COS option 220.

Ensure that Feature Access Code 32,
Automatic Wakeup, is not programmed.
Setting
2.

COS Options

Enable COS option 105 (Attendant
Room Key).

Guest

To allow the attendant to set automatic
wakeups. (see also System Option 11, Form
04.)
Also allows the attendant to set up or cancel
Do Not Disturb.
Also allows the attendant to set up or cancel
message waiting for a room telephone. See
also COS option 231 (Bell) or 232 (Lamp).

Enable COS option 202 (Alarm Call).

Enabling this COS option allows the attendant
to program wakeup alarm calls for rooms from
the PMS PC. See also COS option 244.

Enable COS option 220 (Do Not Disturb).

Allows guests to set up and cancel Do Not
Disturb from their extension. See System
Option 10 (Do Not Disturb), Form 04.
Page 1 of :

March

1997

Issue 1

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4-l 1

Hotel/Motel

Feature

Package

Description

Chart 4-2
Step

Programming

for PMS (continued)
Comments

Action
Enable COS option 231 (Bell).

Optional. Indicates a message waiting at a
room telephone. See also COS option 105.

Enable COS option 232 (Lamp).

Indicates a message waiting at a room
telephone. See also COS option 105.

Disable COS option 244 (Room Status
Applies).

All room status updates are applied against
the PMS database.

Disable COS option 608 (SUP ERSE T Room
Status Display).

All room status updates are applied against
the PMS database.

Enable COS option 703 (Message Register
Applies).

To charge guests for outgoing trunk calls.

Setting System Options, Form 04 (System
Options/System
Timers):
3.

Enable System Option 04 (Message Waiting
and Message Register Clear Print).

The message register is cleared in the PABX
on checkout. System Option 04 produces a
record of it.
Also produces a record of messages still
waiting on the room telephone.

Enable System Option 11 (Automatic
Wakeup).

To allow the attendant to set automatic
wakeups. See also COS option 105, Form 03.

Enable System Option 13 (Automatic
Wakeup Print).

For a record of wakeup cancelations
checkout time.

Disable System Option 27 (Room Status
Audit).

All room status updates are applied against
the PMS database.

Enable System Option 32 (Outgoing Call
Restriction).

To prevent unauthorized trunk calls after the
guest has checked out.

Disable System Option 33 (Room Status).

All room status updates are applied against
the PMS database.

Disable System Option 34 (Auto Room Status
Conversion and Wakeup Print).

All room status updates are applied against
the PMS database.

Enable System Option 35 (Property
Management
System).
Define the Data Circuit
4.

Form 11: Define a data circuit descriptor to
match the RS-232 interface of the PMS in
CDE Form 11 (Data Circuit Descriptor
Options Subform).

The PMS documentation

has further details.

A typical RS-232 interface for the PMS port is:
7 ASCII data bits
No parity
One stop bit
1200 baud.
Page 2 of 3

4-12

Issue 1

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March

1997

Programming

Chart 4-2

Programming

Hotel/Motel

for PMS (continued)
Comments

Step

Action

Form 12: Define the data circuit used for
connection to the PMS in CDE Form 12 (Data
Assignment).

Described
Practice.

in the Customer Data Entry

Form 19 ( Dial 0 calls )
6.

If Dial 0 calls are routed for a guest room,
program Form 19. Enter Day, Nl and N2.

Day, Nl and N2 can be the same number.

The Dial 0 point must be a console, a console
LDN or subattendant LDN.

Note: If Day, Nl and N2 numbers are not
provided, it is impossible to set message
waiting from the PMS terminal. However, it
can be done from the attendant console.

Form 34: Configure the dataset port for PMS
application in CDE Form 34 (Directed l/O).

Described
Practice.

in the Customer Data Entry
Page 3 of 3

March

1997

Issue 1

Revision 0

Hotel/Motel

Feature

Package

Description

Attendant Message Waiting
Feature

Refer to page 2-23.

Description:

User Information:

Telephones:

Chart

Console: Chart 5-1, page 5-2; Front Desk Terminal:
5-36, page 5-29.

Chart 4-3
I rlote:

Programming

Attendant

Message

Waiting

Chat-t 5-17, page 5-14;

Setup and Cancel

Front Desk Terminal. Dial 0 calls are routed to a console (Form 19) or a console LDN or subattendant
LDN (Form 08). This routing makes sure there is a single place the guest must call to receive messages. If the dial 0 point for the room is not a console or a console or subattendant
LDN, the message
softkey is not provided on the front desk terminal.

Message Waiting
industry-standard
telephones.

Step

Setup must be enabled in the COS for the guest room phone that is an
telephone. This restriction does not apply to SUPERSET
420and SlJPERSET430

Action

Comments

Form 03
1.

Enable COS option 105 (Attendant Guest
Room Key) for the console to access
message waiting from the Guest Room
softkey.

Enable COS option 231 (Message Waiting
Bell) for the guest room extension,
or
COS option 232 (Message Waiting Lamp).

Room Telephones.
This COS option rings
the bell on a room telephone when there is a
message waiting. See also System Option 02
(Form 04). COS options 231 and 232 cannot
be enabled at the same time.
Room Telephones.
This COS option lights
the message lamp on a room telephone when
there is a message waiting. See also System
Option 02 (Form 04). COS options 231 and
232 cannot be enabled at the same time.
Note: COS option 231 only rings message
bells. COS option 232 lights message lamps
and rings message bells.

Form 04
3.

Select System Option 04 (Message Waiting
and Message Register Clear Print).

This option also enables printing of single-line
reports for message register changes.

Form 19 ( Dial 0 calls )
4.

If Dial 0 calls are routed for a guest room,
program Form 19. Enter Day, Nl and N2.

Day, Nl and N2 can be the same number.
Note: If Day, Nl and N2 numbers are not
provided, it is impossible to set message
waiting from the front desk terminal. However,
it can be done from the attendant console.

4-14

Issue 1

Revision 0

March

1997

Programming

Hotel/Motel

Audits
Feature

Description:

Refer to page 2-24 to page 2-30.

User Information:
Console: Chart 5-3, page 5-3; Front Desk Terminal:
to Chart 5-21, page 5-17. Telephones:
None

Chart 4-4
dote: 1.

Programming

Attendant

Message

Chart 5-18, page 5-15

Audit

This feature allows the attendant to print the message register for all rooms that have a message
register count greater than zero. This feature is only used in cases where COS Option 703, Message
Register Applies, has been enabled for some extensions.

2. A printer must be assigned

Step

to the “Hotel/Motel

Audit” printout

type in Form 34 (Directed

IO).

Comments

Action

Form 04
Select System Option 24 (Message Register
Audit).

Select System Option 25 (Message Register
Zero After Audit) to reset all message
registers to 0 after an audit request.

Chart 4-5
Note:

Setting

Up Room Status Audit

Only rooms with COS option 244, Room Status Applies,

2. A printer must be assigned
(Directed IO).

to the “Hotel/Motel

Audit” printout

Action

Step

COS

Option

244 (Room

Status

Applies) for all extensions for which room

status is to apply.
Form 04
Enable System Option 27 (Room Status
Audit) to allow room status printouts.

March

1997

Issue 1

are displayed

Revision 0

by the audit.

type in CDE Form 34

Comments

Form 03
Select

enabled

Hotel/Motel

Feature

Package

Description

Chart 4-6
qote:
Step

Programming

Wakeup

Audit

1. A printer must be assigned to the “Hotel/Motel Audit” printout type in CDE Form 34 (Directed IO).

Action

Comments

Form 04

Chart 4-7 Producing an Automatic Audit of Wakeups/
Changing Room Status at a Predetermined
Time
Comments
On Form 04, enable system options.

1”

4-16

Auto Room Status Conversion/Auto

Produces an automatic audit of all wakeups
in the system every day. This-option also
changes the room status. All occupied/clean
rooms can be changed to occupied/dirty at a
set time. (This room status is the only status
that can be changed automatically). The time
of day for the printout and the condition
change must be set in System Option 56. The
default is 0O:OO (midnight). See System
Option 56.

Auto Room Status Conversion/Auto
Wakeup Print Timer

Sets the time of day for the automatic daily
audit of all wakeups in the system. The default
is 0O:OO (midnight).Only applies if System
Option 34 is enabled. See System Option 34.

issue 1

Revision 0

March

1997

Programming

Automatic
Feature

Wakeur,

Description:

Refer to page 2-31 to page 2-33.

User Information:

Console:
and Chart 5-22, page 5-19.

Chart 5-4, page 5-4; Front Desk Terminal:

Chart 4-8
Step

Jote:

Comments

On Form 04, enable System Option 01,
24-hour Clock.

Chart 4-9
1.

Chart 5-21, page 5-17

Setting System Time

Action

Hotel/Motel

Programming

This option sets the system time in 24-hour
format; otherwise the system time is in
12-hour format.

Guest Room Automatic

Wakeup

If a guest room telephone is programmed for Automatic Wakeup Routing, the Automatic Wakeup
Music option has no effect.

2. System Options 12 (Automatic Wakeup Alarm) and 13 (Automatic Wakeup Print) have no effect on
SUPERSET 420 and SUPERSET 430 telephone operation of the feature.
3. Recorded announcements are provided through recording hunt groups.

Step

Action

Comments

Form 02
1.

Assign an Access Code to Feature 32
(Automatic Wakeup).

Form 03
2.

Enable COS Option 202 (Alarm Call) and
COS Option 244 (Room Status Applies) for
the extension.
Industry-Standard,
SUPERSET 401+,
SUPERSET 410 Telephones:

Form 04
3.

Enable System Option 11 (Automatic
Wakeup Enable).

System Option 11 is not required for
SUPERSET 420 and SUPERSET 430
telephones.

Enable System Option 13 (Automatic
Wakeup Print) to print CHG BY ROOM, SET
BY ROOM, CAN BY ROOM single-line
reports.

March

1997

issue 1

Revision 0

Hotel/Motel

Feature

Package

Description

Chart 4-10

Programming

Vote: 1. If a guest room telephone
Music option

is programmed

Attendant

Automatic

for Automatic

Wakeup

Wakeup
Routing,

the Automatic

Wakeup

has no effect.

System Options 12 (Automatic Wakeup Alarm) and 13 (Automatic Wakeup
SUPERSET
420 and SUPERSET 430 telephone operation of the feature.

Recorded

announcements

are provided

through

recording

Print) have no effect on

hunt groups.

4. System Option 13 can be enabled to print changes to wakeup status. Enabling this option causes a
SET BY CON or CHG BY CON message (attendant console) or a SET BY DESK or CHG BY DESK
(front desk terminal) to be printed to indicate how the change was made.
5. A printer must be assigned to the “Hotel/Motel Wakeup” printout type in CDE Form 34 (Directed IO)
for the status messages for wakeup activity. Audits of wakeups from the console are directed to the
Hotel/Motel Audit printer.

Comments

Action

Step
Form 03
1.

Enable COS option 101 (Attendant O/G
Restriction/Room
Status Setup) for the console.
Enable COS option 202 (Alarm Call) and COS
option 244 (Room Status Applies) for the extension.
Form 04

Enable System Option 11 (Automatic Wakeup
Enable).
Form 04: Optional.
Select System Option 12 (Automatic Wakeup
Alarm) to allow the console alarm icon to be flashed,
in the event that a wakeup call is not answered
within three attempts. This option also generates a
maintenance log.
Enable System Option 13 (Automatic Wakeup Print)
to print single-line reports.

Described

in Note 4.

Select System Option 13 (Automatic Wakeup Print)
to allow wakeup audit printouts and one- line
messages to be printed on the system printer
whenever a wakeup call is set up, canceled,
answered, or an attempt is made to honor the
wakeup.
Select System Option 34 (Auto Room Status
Conversion/Auto Wakeup Print) to have an
automatic audit of all wakeups in the system every
day. This option also changes the room status. Set
the time of day for the printout in System Option 56
(Auto Room Status Conversion/Auto Wakeup Print
Timer). The default is 0O:OO (midnight).

4-18

Issue 1

Revision 0

March

1997

Programming

Hotel/Motel

Call Blocking
Feature

Description:

User Information:
None.

Refer to page 2-34.
Console:

Chart 5-6, page 5-5; Front Desk Terminal:

Chart 4-11
Uote:

Programming

of this feature.
the system.

If Call Rerouting

Step

is to be used, blocked

calls are treated

Action

Enable COS option 113 (Attendant Call Block
Key) for the attendant console which can apply
call block.
Enable COS option 204 (Call Block Applies) for
the extensions to which call block will apply.

Form 04

March

with the feature

Enable System Option 09 (Attendant
Block).

1997

Issue 1

as Station

Illegal Number

Comments

Form 03

All consoles

enabled

can

For all consoles with the feature enabled, the LED associated with the Block hardkey is updated each
time that call blocking is turned on or off. When the LED is on, call blocking is enabled. The key and
the LED are not operational
if the feature is not enabled.

Call Blocking

This feature allows the attendant to inhibit room-to-room
calls by activating call blocking from the
console. Calls to the attendant or to extensions without the call blocking COS option selected may
be made as usual. The system treats attempted calls between restricted extensions as illegal numbers
and gives the calling party reorder tone. Alternatively, call rerouting can be used to intercept blocked
calls to an appropriate
destination such as the attendant console.

2. Tenanting does not apply to the operation
enable or disable Call Blocking throughout
3.

None; Telephones:

Call

Revision 0

Routing.

Hotel/Motel

Feature

Package

Description

Call Restriction
Feature

Description:

User Information:
5-19; Telephones:

Refer to page 2-35.
Console:

Chart 5-11, page 5-8; Front Desk Terminal:

Chart 5-23, page

None.

Chart 4-12

Programming

Call Restriction

Note: System Features 32 (Outgoing Call Restriction) and 33 (Room Status) are mutually exclusive.

Step

Comments

Action
Form 03

Select COS option 101 (Attendant O/G
Restriction/Room
Status Setup) for the
attendant console.

Form 04
2.

4-20

Enable System Option 33 (Room Status).
Set a default Vacant Room Status Call
Restriction typeviasystem
Option 57 (Vacant
Room Default Call Restriction).

By default, vacant rooms (and rooms that
become vacant) have their call restriction set
to Internal, the most restrictive option. This
setting prevents unauthorized calls from
vacant rooms.

Set a default Occupied Room Status Call
Restriction type via System Option 58
(Occupied Room Default Call Restriction).

By default, occupied rooms have the call
restriction set to Internal, the most restrictive
option. Typically, when a room becomes
occupied, the guest is provided with a less
restrictive setting.

Issue 1

Revision 0

March

1997

Programming

Hotel/Motel

Do Not Disturb
Feature

Description:

Refer to page 2-36.

User Information:
Console:
Chat-t 5-25, page 5-21.

Chart 5-7, page 5-6 and Chart58,

Chart 4-13

Programming

Do Not Disturb

Action

Step

page 5-6; Front DeskTerminal:

Comments

Form 01
1.

Set Access Code for Do Not Disturb.
Assign an access code for Do Not Disturb.

The same access code sets and cancels Do
Not Disturb at a guest room telephone.

Form 03
2.

Enable COS option 220 for each extension
Do Not Disturb will apply to.

Guest Room SUFW?SETKey
Feature

Description:

User Information:

Refer to page 2-39.
None (customer-dependent).

Chart 4-14
Note:

Programming

Guest Room

SUPERSET Key Programming

A block of guest room SUPERSET
401+, SUPERSET
4 10, SUPERSET
4.20, and SUPERSET 430 tel.
ephones can be programmed
with speed dial and feature access keys through CDE. It is possible tc
program up to three separate blocks of telephones
with unique speed dial and feature access keys.

Step

Comments

Action
Form 03

Enable COS option 244 (Room Status
Applies) in the set’s Class of Service.
Enter the COS Template

Number as well.

Form 37
2.

March

Enter the desired speed dial numbers and
feature access keys in CDE Form 37 (Guest
Room SUPERSET Keys Template) for the
appropriate template.

1997

Issue 1

Revision 0

4-2 1

Hotel/Motel

Feature

Package

Description

Maid in Room
Feature

Description:

Refer to page 2-40 and page 2-42.

User Information
(Enter Maid in Room
Telephones:
Chat-t , page 5-30.

Status):

Console:

None; Front DeskTerminal:

User Information
(Maid in Room Status Display): Console:
Desk Terminal: Chart 5-28, page 5-23; SUfERSETTelephones:

Chart 4-15
Note:

Programming

None;

Chart 5-11, page 5-8; Front
Chart 4-16, page 4-22.

Maid in Room Status

This feature allows the maid to enter a code from the guest room telephone to indicate that the room i!
currently being cleaned. Before leaving the room, the maid can enter a second code to indicate that tht
room is ready for inspection, or that it is clean. The attendant console, front desk terminal, or a SUPER
SETtelephone
with the proper COS option can display this information.

Step

Action

Comments

Form 02
Assign an access
In Room).

code

to Feature

35 (Maid

Form 03
Enable COS option 244 (Room Status
Applies) for the extension.

Maid in Room Status Display - SUPERSET420and SUPERSET43OTelephones
Feature

Description:

Refer to page 2-42.

User Information:
Console:
Chart 5-38, page 5-31.

Chart 4-16

r
Note:

This feature

None; Front Desk Terminal:

None;

SUPERSETTelephones:

Programming
Maid in Room Status Display - SUPERSET 420
and SUPERSET 430 Telephones
is available

Step

at SUPERSET

420 and SUPERSET

430 telephones

only.

Comments

Action

Form 02

Assign

an access

code

to Feature

(SUPERSET 4 Telephone
Status Display).

Maid In Room

Form 03

4-22

Enable COS option 608 (SUPERSET- Room
Status Display) in the set’s Class of Service.

Issue 1

Revision 0

March

1997

Programming

Hotel/Motel

Message Lamp Test
Feature

Description:

User Information:

Refer to page 2-43.
None (automatic
Chart 4-17

through

PABX once programmed).

Programming

Message

Lamp Test

Note: Lamp Test only applies to telephones connected to ONS cards in digital bays.
Step

Comments

Action
Form 03

Enable COS option 232 (Message Waiting
Lamp) for the telephones to be tested.

This COS option lights the message lamp on
a room telephone when there is a message
waiting.
When this COS option is enabled, COS option
231 cannot be enabled. They are mutually
exclusive.

Form 04
2.

March

Enable System Option 02 (Message Lamp
Test Enable).

1997

issue 1

Revision 0

This option allows the message waiting lamps
on room telephones to be tested
automatically.

4-23

Hotel/Motel

Feature

Package

Description

Message Register
Feature Description: Refer to page 2-43.
User Information: Console:
Terminal:

Chart 5-9, page 5-7 and Chart 5-10, page 5-7; Front Desk
Chart 5-31, page 5-25: Telephones:
None.

Chart 4-18
Note:

A printer must be assigned
fines where the single-line

Programming

Message

to the “Hotel/Motel
Audit”
reports are printed.

type in CDE Form 34 (Directed

IO) to de-

Comments

Action

Step

printout

Form 03
1.

Select COS option 703 (Message Register
Applies) for the extensions for which counts are
to be maintained and for the trunks on which
counts apply.
Form 03: Optional. Select COS option 230
(Message Register Overflow Alarm) for the
extension(s) or trunk(s) for which there is to be
a message register overflow alarm indication at
the attendant console.

The alarm icon on the console flashes and
a maintenance log is generated.

Form 04
2.

Select a value for System Option 49 (Pseudo
Answer Supervision Timer) to be applied to
trunks in the system that do not provide answer
supervision.
Form 04: Optional. Select System Option 04
(Message Waiting and Message Register Clear
Print) to print a single-line report to the default
printer each time that the message register
changes, including the case when a message
register is cleared by the console.
Select System Option 23 (Message Reg. Count
Additional Supervisions) to count meter pulses
after supervision is received on an outgoing
trunk.
Select System Option 40 (Message Register
Follows Talker) to charge the extension or the
console last talking to a trunk with the message
register count.

4-24

Issue 1

Revision 0

March

1997

Programming

Hotel/Motel

Room Status
Feature

Description:

User Information:
5-24; Telephones:

Refer to page 2-50.
Console: Chart 5-11, page 5-8. Front Desk Terminal:
Chart 4-20, page 4-26.

Chart 4-19
Uote: 1.

Setting

Chart 5-30, page

up Room Status

If System Option 02 (Message Lamp Test Enable) is enabled, when a room’s status is changed from
vacant to occupied or from occupied to vacant, the system performs a message lamp test on the
telephone in that room. If the test finds the lamp defective (i.e., burnt-out or missing), it raises a minor
alarm.

System Option 56 (Room Status Conversion/Auto
34 (Auto Room Status Conversion/Auto
Wakeup

Step

Wakeup Print Timer) only applies
Print) is enabled.

Action

if System Option

Comments

Form 03
1.

Select COS option 244 (Room Status
Applies) for all extensions for which room
status is to apply.
Form 04

Enable System Option 02 (Message Lamp
Test Enable) to allow message lamp testing.

This global option applies to the attendant
console only.

Enable System Option 33 (Room Status).
Select System Option 34 (Auto Room Status
Conversion/Auto Wakeup Print). See Note 2.

March

1997

Issue 1

Revision 0

Optional.

4-25

Hotel/Motel

Feature

Package

Description

Room Types and Room Codes
Feature

Description:

User Information:
None.

Refer to page 2-51.
Console:

Chart 4-20

None; Front Desk Terminal:

Programming

None (see Searches);

Telephones:

Room Types and Room Codes

Note: The hotel guest rooms can be divided
Each COS has a name associated

Step

into 50 groups by putting each room type into a separate COS
with it. Therefore, the room type can be identified by the COS name.

Action

Comments

Form 03
1.

Create a COS for each different room type
you have. Assign a name to each COS by
using the COS Name softkey.

For instance,
COS 1 SINGLE single rooms
COS 2 DOUBLE double rooms
COS 3 NONSMOKS nonsmoking
COS 4 NONSMOKD nonsmoking

single
double

The name must be:
- unique
- up to eight characters in length.

4-26

Issue 1

Revision 0

March

1997

Programming

Single-Line
Feature

Hotel/Motel

Reports

Description:

User Information:

Refer to page 2-57.
None (automatic

Chart 4-21
Step

through

Enabling

PABX once programmed).

Single-Line

Action

Reports
Comments

Form 04
1.

Enable the following system options:
04

Message Waiting and Message
Register Clear Print

Prints a single-line report to the default printer
each time the message register changes,
including the case where the message
register is cleared by the console. See also:
COS option 230
COS option 703.
See also the following system options:
System Option 49
System Option 23
System Option 40.

March

1997

Auto Wakeup Print

Issue 1

Allows wakeup audit printouts and single-line
reports to be printed on the system printer
whenever a wakeup call is set up, canceled,
answered, or an attempt is made to honor the
wakeup. No effect on SUPERSET 420 and
SUPERSET 430 telephones.

Revision 0

4-27

Hotel/Motel

Feature

Package

SUPERSETTelephone

Description

Room Status Display

Feature Description: Refer to page 2-59.
User Information: Console:
Chart 5-39, page 5-32.

Chart 4-22

Step

None;

Front Desk Terminal:

Programming
Room Status Display
SUPERSET 430 Telephones

None;

SUPERSETTelephones:

- SUPERSET 420 and

Comments

Action
Form 02

Assign an access code to Feature 36
(SUPERSET 4 Room Status Display).

This feature applies to SUPERSET
SUPERSET 430 telephones.

420 and

The display will show one room at a time.

Form 03
2.

4-28

Enable COS option 608 (SUPERSET- Room
Status Display) in the set’s Class of Service.

Issue 1

Revision 0

March

1997

5 Using The Hotel/Motel
Feature Package
Hotel/Motel features can be accessed from the Attendant console, Front deskterminal,
SUPERSETdisplay
telephones,
and Industry-standard
telephones
(including
SUPERSET 407+ and SUPERSET 470 telephones).
In addition, there are several
features that can be accessed directly from the PABX only.

Accessing
5.1

Hotel/Motel

from the Attendant

Table 5-I lists the features
Table 5-l Hotel/Motel

Console

which can be accessed
Features

Accessed

from the attendant

from the Attendant

console.

Console

Chart

Feature

Attendant Message Waiting
- Setup and Cancel

Chart 5-l : Setting Up Message Waiting - Attendant
Chart 5-2: Canceling Message Waiting - Attendant

Audits

Chart 5-3: Requesting Audits

Automatic Wakeup

Chart 5-4: Setting Automatic Wakeup
Chart 5-5: Canceling Automatic Wakeup

Call Blocking

Chart 5-6: Setting Up/Removing

Call Restriction

See Room Status Display

Check In

Chart 5-13: Searching for available room (VACKLEAN)

Call Blocking

Chart 5-l 1: Changing the Status of a Room (to
OCCUPIED)
Check In

Chart 5-l 1: Changing the Status of a Room (to VACANT/DIRTY/TO INSPECT)

Do Not Disturb

Chart 5-7: Setting Up Do Not Disturb - Attendant
Chart 5-8: Canceling Do Not Disturb

Message Register

Chart 5-9: Displaying the Message Register
Chart 5-l 0: Clearing the Message Register

Reserve Room

Chart 5-l 1: Changing the Status of a Room (to
RESERVED/GUARANTEED)

Room Status DisPfaY (Room OccuPancYf
Room Condition, Call Restriction)

Chart 5-l 1: Checking/Changing

Searches

Chart 5-12: Searching for a Particular Room by Number

the Status of a Room

Chart 5-l 3: Searching for Rooms by Status

March

1997

Issue 1

Revision 0

5-l

Hotel/Motel

Feature

Package

Description

Attendant Message Waiting Setup and Cancel
Feature

Description:

Programming:

Refer to page 2-23.

Reference

Chart 4-3, page 4-l 4.

Operation:
Chart 5-1

Setting

Press FUNCTION.

Press the GUEST ROOM softkey.
Enter the extension

I 4.

(room) number.

The attendant

The attendant can read messages
from another console.

Canceling

Press FUNCTION.

Press the GUEST ROOM softkey.

Press the CANCEL

for an extension

Message

The attendant

(room) number.

guest room extension

- Attendant

The CANCEL MSG softkey appears.

MSG softkey.

The EXIT softkey appears.
I

can cancel the message

If you are connected

waiting.

sent by another

Waiting

( Press the EXIT softkey.
Note:

can inform guests that there is a message

I 4.

The EXIT softkey appears.

Enter the extension

- Attendant

The SEND MSG softkey appears.

( Press the EXIT softkey.

Chart 5-2

Waiting

Press the SEND MSG softkey.

Note:

5-2

Up Message

to the guest’s

Issue 1

waiting

extension,

Revision 0

indication

I
after guests call for their message.

begin at Step 3.

March

1997

Using The Hotel/Motel

Feature

Package

Audits
Feature

Description:

Programming:

Refer to page 2-24 to page 2-30.

Reference

Chart 4-4, page 4-15.

Operation:
Chart 5-3

Requesting

Audits

Press FUNCTION.

You must not be involved in a call.

Press the GUEST ROOM softkey.

The AUDITS softkey appears.

Press the AUDITS softkey.

The AUDIT softkeys appear.

For a Message Register
REGISTER softkey.
For a Room Status Audit:
STATUS softkey.
Fora Wakeup Audit:
4.

Press the MSG

Press the ROOM

Press the WAKEUP softkey.

When you are finished, press the EXIT softkey.
Note:

March

Audit:

1997

Message Register Audit. The message
message registers. The room extensions
register count is given for each.

Room Status Audit. A four-part audit report can be printed on the system printer showing
all extensions with room status. One section lists vacant rooms, one lists occupied rooms,
one lists reserved rooms, and one lists guaranteed
rooms. Each contains a subsection for
clean rooms, dirty rooms, inspected rooms, and out of service rooms, and shows the call
restriction and maid in room status of each room.

Wakeup Audit. The attendant can get a printout showing the wakeup times for all extensions
with active wakeups set. The audit can also be printed automatically daily at a predetermined
time. The audit report lists all room numbers and the wakeup time currently set for each.

Issue 1

Revision 0

5-3

Hotel/Motel

Feature

Automatic
Feature

Package

Description

Wakeup

Description:

Programming:

Refer to page 2-31 to page 2-33.

Reference

Chart 4-8, page 4-17 to Chart

4-10, page 4-18.

Operation:
Chart 5-4 Setting Automatic
1.

1 Press FUNCTION.

Press the GUEST ROOM softkey.

Enter the extension

Press the SET WAKEUP softkey.

Enter the wakeup

If the wakeup time is in the morning, press the SET
softkey.

If the wakeup time is in the afternoon,
softkey.

When you are finished, press the EXIT softkey.
Note:

(room) number.

The SET WAKEUP softkey appears.
The prompt to enter wakeup time
appears.
When a valid wakeup time is dialed,
the softkeys change.

time.

press the PM

To set wakeup time while you are talking to the guest, begin at Step 4.

If a wakeup is set or changed by the attendant console, and the system option to print these
changes has been enabled, a SET BY CON or CHG BY CON message is sent to the terminal
(SMDR) or to the printer to indicate who made the change and when it was made.

A valid wakeup time has the format HH:MM where HH is between
and 00 and 11 for IPhour clocks, and MM is 00 to 59.

Chart 5-5 Canceling

5-4

Wakeup

Press FUNCTION.

Press the GUEST ROOM softkey.

Enter the extension (room) number.

Press the CLR WAKEUP softkey.

Issue 1

Automatic

Revision 0

00 and 23 for 24-hour

clocks

Wakeup

The CLR WAKEUP softkey appears.

March

1997

Using The Hotel/Motel

Feature

Package

Call Blockina
Feature

Description:

Programming:

Refer to page 2-34.

Reference

Chart 4-11, page 4-19.

Operation:
I

Chart 5-6

Setting

Up/Removing

Call Blocking

To Block Calls:
The associated

Press the BLOCK hardkey.

LED is lit.

All calls are blocked between all
extensions with the call block option
(204) enabled in their COS.
To Remove

The associated

Press the BLOCK hardkey.

Call Blocking:

LED is turned off.

1 Call Blockina is removed.

Call Restriction
Feature

Description:

Programming:

Refer to page 2-35.

Reference

Chat-t 4-l 2, page 4-20.

See Chart 5-11, Checking/Changing

March

1997

Issue 1

Status of a Room on page 5-8.

Revision 0

Hotel/Motel

Feature

Package

Description

Do Not Disturb
Feature

Description:

Programming:

Refer to page 2-36.

Reference

Chart 4-13, page 4-21.

Operation:
Chart 5-7 Setting Up Do Not Disturb

- Attendant

To Set Up Do Not Disturb:
1.

Press FUNCTION.

Press the GUEST ROOM softkey.

Enter the extension

The NO DISTB softkey appears.
DND appears in the top line of the
display._

(room) number.

Press the NO DISTB softkey.

4.
I
5.

( When you are finished, press the EXIT softkey.
Note:

If you are connected

with the extension,

Chart 5-8 Canceling

begin at Step 4.

Do Not Disturb

- Attendant

To Cancel Do Not Disturb:
1.

Press FUNCTION.

Press the GUEST ROOM softkey.

Enter the extension

Press the NO DISTB softkey.

When you have finished, press the EXIT softkey.
Note:

5-6

(room) number.

If Do Not Disturb is set on an extension,
example, COS 12 COR 01 DND.

If you are connected

with the extension,

Issue 1

The NO DISTB softkey appears.
DND disappears from the top line of
the display.

DND appears

on the top line of the display, for

begin at Step 4.

Revision 0

March

1997

Using The Hotel/Motel

Feature

Package

Message Register
Feature

Description:

Programming:

Refer to page 2-43.

Reference

Chart 4-l 8, page 4-24.

Operation:

Chart 5-9

Displaying

the Message

Press FUNCTION.

Press the GUEST ROOM softkey.

Enter the extension
Note:

Message registration allows the system to accumulate the number of completed call units (local
and long distance) made from an extension. An alarm can be generated at the attendant console
when a message register overflows. Message registration can apply to extensions and trunks.

Clearing

the Message

) Press FUNCTION.

Press the GUEST ROOM softkey.

Enter the extension

Press the CLR REG softkey.
Note:

March

The message register count is shown
in the first position on line 2 of the
display.

(room) number.

Chart 5-10
1.

1997

Clearing

If there is a message register count,
the CLR REG softkey is displayed.

(room) number.

the register

may result in having

Issue 1

a single-line

Revision 0

report printed

(if programmed).

Hotel/Motel

Feature

Room Status
Feature

Description

Display

Description:

Programming:

Package

Refer to page 2-50.

Reference

Chart 4-l 9, page 4-25.

Operation:
I
Chart 5-I 1 Checking / Changing Status of a Room
(Call Restriction, Room Occupancy,
Room Condition, Maid)
1.

Press FUNCTION.

Press the GUEST ROOM softkey.

Enter the extension

Press the STATUS softkey.

(room) number.

The STATUS softkey is displayed.
The second line of the display shows
the room’s status. For example,
Status = Vac/Dirty/lnt/Maid
means the room is vacant, dirty, has
internal telephone privileges, and
has a maid in it.
The Room Status softkeys are
displayed. These softkeys change
according to the status of the room.
For instance, if the room is dirty, the
CLEAN softkey appears. If the room
is clean, the DIRTY softkey appears.
The second line of the display shows
the room’s status.

To Change any Element of the Room Status:
1.

Press the softkey for the desired status.
Note:

The MORE... softkey returns you to
the previous display.

1. The status of a room can be checked from an idle console (begin at Step 1) or while the
attendant is in conversation with the room to be checked (begin at Step 4).
2. The abbreviations and softkeys used in the display are shown in Table 5-2.

5-8

Issue 1

Revision 0

March

1997

Using The Hotel/Motel

Feature

Package

Table 5-2 Room Status
Status

Abbreviation
shown on
display line

Vacant

Vat

VACANT

Occupied

occ

OCCUPIED

Clean

Clean
I

Dirty
Internal

Softkey

Int

Room is not rented

to a guest.

Room is rented to a guest.

CLEAN
I

Room has been cleaned by maid.
I

Dirty
I

Meaning

Name

DIRTY

1 Room has not been cleaned by maid.

INTERNAL

1 Room can only make internal telephone

calls.

Local

Lot

LOCAL

Long Distance

LONG DIST

Room can make internal, local, and long distance calls.

Maid in Room

Maid

No Softkey

At present a maid is in the room.

Reserved

Res

RESERVED

Guaranteed

Gua

GUARANTEED

Out of Service

Serv.

OUT OF SERVICE

To be
Inspected

Insp.

TO INSPECT

March

1997

Issue 1

Room can make internal and local calls.

Room is being held for a certain time. After that
time, it can be rented out to someone other
than the person who reserved it.
Room is guaranteed
occupied.

to be paid for but not yet

Room is not in service.
Room has been cleaned by a maid, but is to
be inspected by the supervisor.

Revision 0

Hotel/Motel

Feature

Package

Description

Searches
Feature

Description:

Programming:

Refer to page 2-51 to page 2-57.

None required

for Search

facility.

Operation:

Chart 5-12

Searching

for a Particular

Press the GUEST ROOM softkey.

Enter the room number you want to check.

Chart 5-13 Searching for Rooms
(Room Status, Room Condition,
1.

Press FUNCTION.

Press the GUEST ROOM softkey.

To list rooms by status, press the VACICLEAN
softkey, the RESKLEAN softkey, or the OUT OF
SERV. softkey.
To list rooms by status beginning at a particular
room number, press the ROOM NUMBER softkey.

5-10

The status information is provided on
the second line of the LCD display in
the status section.

by Status
Maid)

Search selections

To list rooms with Maid in Room status, press the
MAID softkey.

Room by Number

are displayed.

The LCD displays the numbers of up
to 10 rooms that have this status. If
there are more rooms, the MORE
softkey appears.
The LCD shows the numbers of up to
10 rooms that have this status. if
there are more rooms, the MORE
softkey appears.
You are prompted to enter the room
number. A valid room number results
in the 10 rooms following the entered
number being displayed.

Press the MORE... softkey to see the next group of
room numbers.

Issue 1

Revision 0

March

1997

Using The Hotel/Motel

Accessing
5.2

Hotel/Motel

The features

Feature

Package

with a Front Desk Terminal

that can be accessed

from the front desk terminal

are shown

in Table

5-3.

Table 5-3 Hotel/Motel

Features

Accessed

from the Front Desk Terminal

Feature

Chart

Access

Chart 5-14, Accessing the Hotel/Motel

Attendant Message Waiting SetuP
and Cancel

Chart 5-17, Setting Up/Canceling

Audits

Chat-t 5-21, Requesting

Front Desk Application

Message Waiting - Attendant

Room Status Audits

Chart 5-18, Printing a Message Register or Wakeup Audit
Chart 5-19, Requesting
Automatic Wakeup

a Room Type Audit

Chart 5-21, Setting Automatic Wakeup
Chart 5-22, Canceling A Wakeup Call

Check In

Chart 5-35, Searching

for a Particular Room Type (VACANT)

Chart 5-31, Changing

the Occupancy

Check Out

Chart 5-24, Checking Out

Guest Names

Chart 5-26, Entering Guest Names
Chart 5-27, Removing

Field (OCCUPIED)

Guest Names

Do Not Disturb

Chart 5-25, Setting /Clearing Do Not Disturb

Call Privilege

Chart 5-23, Changing

Message Register

Chart 5-31, Clearing the Message Register

Reserve a Room

Chart 5-31, Changing the Occupancy
(RESERVED or GUARANTEED)

Field

Room Status Display

Chart 5-31, Changing

the Occupancy

Field

Chart 5-30, Changing

the Condition

the Call Privilege

Field

Chart 5-28, Checking the Maid in Room Status
Searches

Chart 5-32, Guest Search
Chart 5-33, Searching for Particular Rooms
Chart 5-34, Searching for a Guest Room by Number
Chat-l 5-35, Searching

March

1997

Issue 1

Revision 0

for a Particular Room Type

5-1 1

Hotel/Motel

Feature

Chart 5-14

Package

Accessing

Description

the Hotel/Motel

Enter: M[onitor] HM
(letters shown in [...I are optional.)

Enter a 1 or a 2 and press Enter.

Feature

Package

from a Front Desk Terminal

The screen displays:
Ringing
Connected
Once connected, the screen
displays:
1 - VT 100 Compatible
2 - IBM PC
SELECT A TERMINAL TYPE
The display shows:
ENTER A PASSWORD

lfyou have made the wrong choice, use the Delete
key, or drop the data call by using a special key if
one is provided, or the dataset disconnect button,
or waiting for the inactivity timeout to occur
(approximately 10 seconds).

Enter the password of the CDE supervisor (if you
are going to enter or change guest information) or
CDE attendant (if you are going to request audits,
look at information, or do a room search).

If a password is not entered
accurately, an error message states:
Incorrect Password Entered. The
password must contain numeric
characters only.
The House Statistics screen is
displayed (Figure 5-l). If the
attendant-level password was used,
the Room Update softkey is not
displayed.

Note:

5-12

Once the PABX is operational, access to the hotel/motel application from the front desk terminal
is via the DTRX monitor command. (Some messages may vary depending on systems options
programming.)

Issue 1

Revision 0

March

1997

Using The Hotel/Motel

HOUSE STATISTICS

IO:50 2.5 - May-l 994

House Statistics as of lo:43

Occupied:

: 28
: 17
: 17
:1
:3

Enter the last name:

Black

MITEL Front Desk

Summary

Reserved:

Room Condition Summary
Clean
To be cleaned
To be inspected
Not in service
Maid in room

Package

2.5MAY-1994

Guest Room Occupancy

Vacant:

Feature

Guaranteed:

Features Usage Summary
Do Not Disturb ON
Wake Up Set
Message Waiting ON
Non Zero Msg Regs
Call Blocking

:o
: 36
: 21
: 14
: off

1 Room Update

3 Room Search

5 Guest Search

6 Quit

8 Audits

0 Refresh

Figure

5-I

House

Chart 5-15
1.

Statistics

Refreshing

Screen

If there has been a change to the
occupancy summary, room condition
summary, or features usage
summary, the totals are recalculated
and displayed. The date and time are
updated to show the current date and
time.

The House Statistics screen presents a summary of room occupancy, room condition , and
features usage. This summary is recalculated every time the House Statistics screen is newly
displayed. When the House Statistics screen has been displayed for a period of time, the Refresh
softkey is used to recalculate the totals.

Chart 5-16
1.

Return to the House Statistics screen.

Press the Quit softkey.

1997

after Log On

the House Statistics

On the House Statistics screen, press the Refresh
softkey.

Note:

March

Screen

Issue 1

Logging

Revision 0

Off

5-13

Hotel/Motel

Feature

Attendant

Message Waiting Setup and Cancel

Feature Description:
Programming:

Package

Description

Refer to page 2-23.

Reference

Chart 4-3, page 4-14.

Chart 5-17

Setting Up/Canceling

Operation:
Attendant

Message

Waiting

To Set A Message:
1.

From the House Statistics screen or a search
display screen, press the Room Update softkey.

Enter the room number.

On the Room Update screen,
Message softkey.

The Room Update screen appears.
A Clear MSW softkey appears.

press the Set

To Clear A Message:
1.

On the Room Update screen, press the Clear MSW
softkey.
Note:

5-14

The Message Waiting field is blanked
and the Set Message softkey
appears.

Setting or clearing messages is done from the Room Update screen. When setting orclearing
a message, the data field pointers ( > and c) can be on any field that provides softkeys. (The
Name fields do not provide softkeys.)

Setting and clearing messages are mutually
room, the Set Message softkey is displayed.
Clear MSW softkey is displayed.

There could already be a message waiting for a room (the message would
from another device such as a console or another terminal). If so, when the
softkey is pressed, the user is informed that the room has a message waiting
message cannot be set. A Clear MSW softkey appears. The waiting message
before the second message can be set.

Set-to-set messages are transparent to the front desk terminal. If a SUPERSETguest
room
telephone has left a message for another SUPERSETguest
room telephone,
it is not shown
as a message indication on the front desk terminal.

Issue 1

Revision 0

exclusive. If there is no message waiting for a
If there is a message waiting for a room, the
have been set
Set Message
and the present
must be cleared

March

1997

Using The Hotel/Motel

Feature

Package

Audits
Feature

Description:

Programming:

Refer to page 2-24 to page 2-30.

Reference

Chart 4-4, page 4-15 to Chart 4-7, page 4-l 6.

Operation:
Chart 5-18

Printing

a Message

From the House Statistics screen, press the Audits
softkey.

For a Message
Reg. softkey.

audit: Press the Msg.

Press the Wakeup

For a Wakeup Audit:

softkey.

or Wakeup Audit
The Audit softkeys are displayed
(MSG REG and WAKEUP).
A report of all guest rooms with a
message registergreaterthan
zero is
printed.
A report of all guest rooms with a
wakeup call enabled is printed.
The format of each repot-t is the same
as the format of a report when a
console is used to request a report
from the basic hotel/motel system.

After you have finished, press the Quit softkey.
Note:

Message Register Audit. The message
message registers. The room extensions
count is given for each.

Wakeup Audit. The wakeup audit is a printout that shows the wakeup times for all extensions
with active wakeups set. The audit can also be printed automatically daily at a predetermined
time. The audit report lists all room numbers and the wakeup time currently set for each.
2.

Pressing the associated softkey starts the audit print. The screen displays
indicate that printing has begun.

Chart 5-19

Printing

a message

a Room Type Audit

From the House Statistics screen, press the
softkey.

The Audit softkeys are displayed.

Fora Room Type Audit: Press the Room Type
softkey.

Enter a valid room code.

Press the Return

When a Room Type Audit is requested, you
are prompted to enter a room code for the
type of room you want information on.
It is not possible to print an all room types
audit by using 0.
An audit of all rooms of that type is printed.

When you have finished, press the Quit softkey.

Audits

Note:

March

1997

hardkey.

Room Type Audit. A room type audit is a printout
instance, all single rooms.

Pressing
begun.

the associated

Issue 1

that shows all rooms of a particular

softkey starts the audit print. No message

Revision 0

confirms

type, for

that printing

has

5-15

Hotel/Motel

Feature

Package

Description

Chart 5-20

Printing

Room Status Audits

On the House Statistics screen, press the
Audits softkey.

The Room Status softkey is displayed.

Press the Room Status softkey.

The room status softkeys are displayed.

Printinga
softkey.

The vacant room audit is printed.

VacantRoomAudit:PresstheVacant

Printing an Occupied Room Audit: Press the
Occupied Room softkey.

The Occupied room audit is printed.

Printing a Reserved Room Audit: Press the
Reserved Room softkey.

The Reserved room audit is printed.

Printing a Guaranteed Room Audit:
Guaranteed
Room softkey.

The Guaranteed

Printing a To Clean Audit:
softkey.

Press the

Press the To Clean

Printing a To Inspect Audit:
Inspect softkey.

Press the To

Type the room code and press Return.

Printing an All Rooms Audit:
Rooms softkey.

To return to the main Audits menu, press the
Quit softkey.
Note:

The Rooms to be Cleaned audit is printed.
The report lists all rooms that are currently
dirty.
The Rooms to be Inspected audit is printed.
The report lists all rooms with status set to
Inspect.
For each of these audits, you are prompted
to enter the code for the room type, or 0 for
all rooms.
The vacant, occupied, reserved, and
guaranteed room audits are combined into
a single printout. Each section has the same
format.

1. This mode of operation allows various types of audits to be generated on demand. The audit
mode of operation is entered from the House Statistics screen. Pressing the Audits key does
not update the terminal screen. The softkeys are updated to show the various audit types.
2.

5-16

Press the All

room audit is printed.

A maintenance log is generated if the Hotel/Motel printer fails.

Issue 1

Revision 0

March

1997

Using The Hotel/Motel

Feature

Package

Automatic Wakeup
Feature

Description:

Programming:

Refer to page 2-31 to page 2-33.

Reference

Chart 4-8, page 4-I 7 to Chart 4-l 0, page 4-18.

Operation:

Chart 5-21
To set wakeup
1.

Setting

an Automatic

Wakeup

time:

From the House Statistics screen, press the

Room Update softkey.
2.

Enter the room number.

The Room Update screen is displayed.

On the Room Update screen, move the shaded
bar to the wakeup field and press the Set
Wakeup softkey.

The Prompt Enter Wakeup Time
(hh:mm) is displayed. The softkeys
disappear (Figure 5-2).

Enter the time, and press Return.

Only the number keys, up/down arrow
keys, and the Deleteand Return hardkey
are valid when setting the time. Time
must be entered as four digits. (The
Delete hardkey deletes the last digit
entered. It cannot be used after the
Return hardkey has been pressed.)
Once four digits are entered, Cancel,
Enter, and AM/PM softkeys (if the
12-hour clock option is enabled) appear.

For 12-hourformats,
press the PM softkey if you
are setting an afternoon time.

The prompt Press Enter to confirm
Wakeup Time appears.
Any time entered in the 12-hour format
is assumed to be morning time unless
the PM softkey is pressed.
A 24-hour setting is accepted as valid in
the 12-hour format. It is automatically
converted to a 12-hour format
The AM/PM softkey toggles between AM
and PM. AM is the default.

To correct
1.

an error:
Use the Delete hardkey to delete the last digit
of the time (digit by digit).
Page 1 of 2

March

1997

Issue 1

Revision 0

5-17

Hotel/Motel

Feature

Package

Description

Chart 5-21

To cancel

a change

Setting

to the Wakeup

an Automatic

Wakeup

Time:
You must have entered the complete
time (the full four digits).

If you are setting the wakeup time and decide
not to, press the Cancel softkey.

(continued)

The shade bar moves to the next
programmable field, and leaves the
wakeup field unchanged.
2.

To continue making changes, press the Return
hardkey.
To end, press the Enter softkey.
Page 2 of 2
Note:

When the highlight bar is in the Wakeup field on the Room Update screen, the Set Wakeup
softkey appears. If a wakeup time has already been set, a Set Wakeup and a Clear Wakeup
softkey appear.

If a wakeup is set or changed by the front desk terminal, and the system option to print these
changes has been enabled, a SET BY DESK or CHG BY DESK message is printed to indicate
how the change was made.

29-05-94

12:05

GUEST ROOM UPDATE

Guest Name

: Smith , Mary

Occupancy

: occ

Condition
Call Privilege

: CLEAN
: LOCAL

Mite1 Front Desk

Room Number
Room Type

: 1102
: Single

Message Waiting

:
:

Do Not Disturb
Message
Register

Wakeup Time

r-------------------

1 Enter Wakeup Time (hh:mm)
L-----------L------1

Then press Return

Figure

5-18

5-2

Issue 1

Wakeup

Revision 0

Time Prompt

March

1997

Using The Hotel/Motel

Chart 5-22

Canceling

a Wakeup

On the Room Update screen, move the shaded bar
to the wakeup field and press the Clear Wakeup
softkey.

To continue making changes, press the RETURN
hardkey.

Feature

Package

Call

The wakeup is cleared. The shade
bar moves to the next field that can
be modified.

To end, press the Enter softkey.
When a wakeup time is set, a Clear Wakeup softkey is displayed.

Note:

CalI

ReStriCtiOn

Feature

(known as Call Privilege

Description:

Programming:

on Front Desk Terminal)

Refer to page 2-35.

Reference

Chart 4-12, page 4-20.

Operation:
Chart 5-23

Changing

Call Privilege

On the Room Update screen, move the shaded bar
to the call privilege field and press the Show
Choices softkey.

Press the softkey for the call privilege setting you
want.

Continue making changes, or

The call privilege softkeys are
displayed:
Internal: Most restrictive setting. Can
only make internal calls.
Local: Can only make local calls.
Long Distance: Least restrictive
setting. Can make long distance,
local and internal calls.
The shaded bar is automatically
moved to the next field that can be
changed.

To end and save all changes, press the Enter
softkey, then the Quit softkey.
To end and not save the changes, press the Quit
softkey and follow the instructions given.
If no changes are necessary,
softkey.
Note:

March

1997

press the Quit

The guest room phone can be restricted from making certain calls.

Issue 1

Revision 0

5-19

Hotel/Motel

Feature

Package

Description

Check Out
Feature

Description:

Programming:

Refer to page 2-36.

None required.

Operation:
Chart 5-24

Check Out (Single Key)

On the Room Update screen, move the
shaded bar to the Occupancy field.

The Check Out softkey is displayed.

Press the Check Out softkey.

The room occupancy field is set to Vacant.
The room condition is set to Dirty.
The call restriction is set to the setting specified
in System Option 57 (vacant/default call
restriction).
The Cancel softkey and the Enter softkey
appear.

To cancel the checkout, press the Cancel
softkey.

To complete the checkout,
softkey.

Note:

5-20

press the Enter

A prompt appears: Press Enter to complete
check out.
All original information is displayed.
The guest name is blanked out.
Do Not Disturb is disabled (if set).
Message waiting is cleared.
Wakeup time is cleared.
Message register is cleared.

The check out softkey is a simple method of checking
occupancy setting of the guest room is Occupied.

Issue 1

Revision 0

out a guest. It is only provided

March

when the

1997

Using The Hotel/Motel

Feature

Package

Do Not Disturb
Feature

Description:

Programming:

Refer to page 2-36.

Reference

Chart 4-13, page 4-21.

Operation:

Chart 5-25

Setting / Clearing

Do Not Disturb

To Set Do Not Disturb:
1.

On the Room Update screen, move the shaded bar
to the DND field and press the DND softkey.

The field shows ON.

To Clear Do Not Disturb:
1.

On the Room Update screen, move the shaded bar

The field goes blank.

to the DND field and press the DND softkey.
Note:

1.
2.

March

1997

This feature

prevents

This field is displayed

calls from reaching
if DND is programmed

Issue 1

Revision 0

the guest room extension.
in the extension’s

COS.

Hotel/Motel

Feature

Package

Description

Guest Names
Feature

Description:

Programming:

Refer to page 2-38.

None required.

Operation:
Chart 5-26

Entering

Display the Room Update screen.

Enter the last name (up to 15
alpha/numericcharacters)
in the Guest
Name field.

Press the Return

hardkey.

Guest

Names

On the Room Update screen, the guest name field
is highlighted if the occupancy status of the room is
vacant.
You are prompted to enter the last name.
While a name is being entered, no softkeys are
provided.
All names are stored and displayed as uppercase,
even if they are entered in lowercase.
Note: If you use an arrow key to move to the next
field, the data you entered is lost.
The new data is displayed.
The shade bar moves to the beginning of the next
field. You are prompted to enter the guest’s first
name, and then press Return.

Enter the first name (up to six
characters) in the next field.

Press the Return

Press the Enter softkey.

Note:

5-22

hardkey.

The shade bar moves to the beginning of the next
field.
The new data is displayed.
The information is entered in the database.
The Enter softkey is displayed only if the Occupancy
field is not set to Vacant.

If a copy database is in progress when a name update is requested (the Enter key is pressed),
the name is not saved. A warning message is displayed. Any other information entered on
the form is saved.

A guest name cannot be stored if the Occupancy field is set to Vacant.

Issue 1

Revision 0

March

1997

Using The Hotel/Motel

Chart 5-27

Removing

Feature

Package

Guest Names

To blank out a name in either guest name field:
1.

Go to the Room Update screen.

Use the cursor keys to move the shaded bar
to the name field to be blanked out.

Press the spacebar.

Press the Return hardkey.

Press the Enter softkey.
Note:

The name is blanked out.

The name is removed from the database.

The name fields are automatically

blanked

out when the Check Out softkey is used.

Maid in Room Display
Feature Description: Refer to page 2-40.
Programming:

Chart 4-l 5, page 4-22.

Operation:
Chat-t 5-28
1.

Checking

the Maid in Room Status

On the Room Update form, check the field
below the Guest name fields (this field does
not have a title).
Note:

If this field has Maid in Room displayed, the
maid is currently in that room.
Nothing is displayed if the maid is not in the
room.

Also see Search for Maid in Room.

Message Register
Feature Description: Refer to page 2-43.
Programming:

Reference

Chart 4-18, page 4-24.

Operation:

March

1997

Issue 1

Revision 0

5-23

Hotel/Motel

Feature

Package

Description

Chart 5-29

Clearing

the Message

On the Room Update screen, move the shade
bar to the message register field.

The shade bar only highlights this field if the
count is greater than zero.

Press the Clr Msg Reg softkey.

Yes and Cancel softkeys appear.

To clear the register, press Yes.

The message register is reset to zero.

If you decide that you don’t want to clear the
register, press Cancel.

The message register is not cleared.

Press Enter.

The message register is cleared. The shade
bar moves to the next field.

Note:

When the Message Registerfield
is highlighted,
resets the message register to zero.

This field is only displayed

A single-line

if Message

a Clear Msg Reg softkey appears.

RegisterApplies(COS

report can be automatically

generated

This softkey

703) is enabled for a guest room.

before clearing.

Room Condition
Feature

Description:

Programming:

Refer to page 2-45.

Reference

Chart 4-l 9, page 4-25.

Operation:
Chart 5-30

Changing

the Condition

From the House Statistics screen or a search
screen, press the Room Update softkey.

On the Room Update screen, move the shaded bar
to the Condition field.

Press the Show Choices

Field

The Room Update screen is displayed.

The screen changes. The four states
are presented as softkeys. They are:

softkey.

Clean Room has been cleaned by a

Select one of the choices by pressing the key
associated with it.

maid.
Dirty Room has not been cleaned.
Out of Serv Room is not in service.
To Inspect Room has been cleaned by
a maid but must be inspected by a
supervisor.
The field is updated and the shaded bar
passes to the next field.
An Enter softkey appears.

Or, if you decidethat you don’t want to make a
change, press the Cancel softkey.
5.

If you have other changes to make, continue to
make changes in the data fields.
If you have no other changes to make,

press the

Enter softkey.

5-24

Issue 1

Revision 0

The changes are saved in the
database.

March

1997

Using The Hotel/Motel

Feature

Package

Room Occupancy
Feature

Description:

Programming:

Refer to page 2-48.

Reference

Chart 4-19, page 4-25.

Operation:
Chart 5-31

Changing

the Occupancy

From the House Statistics screen or a search
screen, press the Room Update softkey.

On the Room Update screen, move the shaded bar
to the Occupancy field.

Press the Show Choices

Select one of the choices by pressing the key
associated with it.

softkey.

Field

The Room Update screen is displayed.

The screen changes. The four states
are presented as softkeys. They are:
Vacant Room is not occupied.
Occupied Room is occupied.
Reserved Room is being held until a
certain time. After that, the room can be
rented out to someone other than the
person who had reserved it.
Guaranteed
Room has a guaranteed
reservation.
The field is updated and the shaded bar
passes to the beginning of the next field.
The Enter softkey appears.

Or, if you decide that you don’t want to make a
change, press the Cancel softkey.
5.

If you have other changes to make,
make changes in the data fields.

continue to

If you have no other changes to make, press the

Enter softkey.
Note:

March

1997

The changes are saved in the
database.

The Occupancy field is used to indicate room availability.

Issue 1

Revision 0

5-25

Hotel/Motel

Feature

Package

Description

Searches
Feature

Description:

Programming:

Refer to page 2-51 to page 2-57.

None required

for Search

facility.

Operation:
Chart 5-32

Guest Search

From the House Statistics screen, press the Guest
Search softkey.

The display does not change.
The softkeys are blanked.

To display the next nine names meeting the search
criteria, press the Page Down softkey.

You are prompted to enter the last
name being searched for.
You can enter part of a name, for
instance, BLA. All the names with BLA
as the first letters would be displayed.
If a match is found, the room that is
matched, or the room that is the closest
matched, is displayed first, followed by
the next eight rooms in alphabetical
order.
This key appears if there are any more
names in the system. They are
displayed in alphabetical order.

To display the previous nine names meeting the
search criteria, press the Page Up softkey.

This key only appears if there is at least
one name that has scrolled off the top

To search for other names, use the Guest Search
softkey.

This softkey can be used as a “Guest

1 To return to the House Statistics screen, press the

To go to the room update screen that displays
information about the indicated room, press the

Note:

5-26

All guest rooms are searched for a matching name string. The string entered must match with
the first letters of the last name field. The first name is used to determine the order for guests
whose last names are identical. If first names are also the same, the guest who checked in last
is displayed first.

Issue 1

Revision 0

March

1997

Using The Hotel/Motel

Chart 5-33

Searching

for Particular

Feature

Package

Rooms

From the House Statistics screen, press the Room
Search softkey.

The softkeys show the various kinds of
searches that can be selected.

Press the appropriate

You are prompted to enter the code for
the kind of room that you want to
search: for instance, all single rooms.

softkey.

Enter the room code, or 0.

To display the next nine rooms meeting the search
criteria, press the Page Down softkey.

This key appears only if at least one
room has scrolled off the top of the
display.

To display the previous nine rooms meeting the
search criteria, press the Page Up softkey.
5.

The wild card (0) is used to search all
room types.
All rooms meeting the search
requirements are displayed in a lowest
to highest sequence by room number.
This key appears only if at least one
more room matches the search criteria.

To return to the main room search menu, press the
Quit softkey.
To go to the room update screen that displays
information about the indicated room, press the
Room Update softkey.
Note:

Rooms can be searched for on the basis of: vacant/clean,
dirty, reserved, or guaranteed.

Chart 5-34

1
4.

Searching

for a Guest

vacant, maid in room, out of service,

Room by Number
The softkeys show the various kinds of
searches that can be selected.

On the House Statistics screen, press the Room

You are prompted
Number.

to Enter the Room

The specified room is listed first,
followed by up to eight following room
numbers.

Press the Return hardkey.

If the room number entered is not valid,
the following prompt appears: Room
not found. Press Enter to search for
another.
To search for another room, or to do a different type
of search, press the Quit softkey.
Note:

March

1997

The Room Number

softkey is used to search

Issue 1

Revision 0

for a particular

guest room.

5-27

Hotel/Motel

Feature

Package

Description

Chart 5-35

Searching

for a Particular

From the House Statistics screen, press the

Room Type

The softkeys show the various kinds of
searches that can be selected.
You are prompted to enter the code for the
kind of rooms you want to search: for
instance, single rooms.
If 0 is entered, all guest rooms are displayed
in order of room number.

Enter the code for the room type, or enter 0 for
all room types.

Press the Return hardkey.

To display the next nine rooms, press the Page
Down softkey.

All rooms of the required type are displayed
in numerical order.
This key only appears if at least one more
room matching the search criteria exists.

To display the previous nine rooms meeting
the search criteria, press the Page Up softkey.

This key appears only if at least one room
has scrolled off the top of the display.

If the room code entered is not valid, the
following prompt appears: No Rooms
Found. Enter Choice.
If the room code entered is over 50, the
terminal beeps and the code is not accepted.
To search for another room type,

press the

i
Note:

1. The Room Type softkey is used to search for a particular room type, such as single rooms or
double rooms.
2.

5-28

Each type of room has a distinct COS programmed in CDE. This COS number is the code
for that type of room. There can be up to 50 COS.

Issue 1

Revision 0

March

1997

:’

Using The Hotel/Motel

Accessing

Hotel/Motel

Feature

Package

with a Telephone

The features
which can be accessed
from SUPERSET
display
telephones,
SUPERSET47Q
and SUPERSET 407+ telephones,
or industry standard telephones
are shown in Table 5-4.

5.3

Table 5-4 Hotel/Motel

Features

Accessed

from Telephones

Feature
Attendant Message
Message Retrieval

Chart

Waiting - Guest ROOm

Chart 5-36 Retrieving

a Message

Maid in Room

Chart 5-37 Changing the Maid in Room Status from
the Room Telephone

Maid in Room Status Display

Chart 5-38 Monitoring Maid in Room Status from a
SUPERSET Display Telephone

SUPERSETTelephone

Chart 5-39 Monitoring Room Status from a
SUPERSET Display Telephone

Attendant
Feature

Room Status Display

Message Waiting - Guest Room Message Retrieval

Description:

Programming:

Refer to page 2-23.

Reference

Chart 4-3, page 4-l 4.

Operation:
Chart 5-36

Retrieving

a Message

industry-standard
Telephones,
SUPERSET 407+,
and SUPERSET 410 Telephones

Call the attendant

SUPERSET
1.

March

420 and SUPERSET 430 Telephones

Press the Message

1997

for the message.

key or the MSG softkey.

Issue 1

Revision 0

A message waiting indication at your
set is a continuously flashing lamp on
the extension (if equipped) and/or a
distinctive ringing pattern every 20
minutes. The set rings with this
distinctive ringing pattern if the
extension had been busy, had Do Not
Disturb set, or until Message Waiting is
canceled.
The attendant reads the message and
cancels the message waiting
indication.
A message waiting indication is shown
on the set’s display.
Follow the display instructions to
retrieve your message.

5-29

Hotel/Motel

Feature

Package

Description

Maid in Room
Feature

Description:

Programming:

Refer to page 2-40.

Reference

Chart 4-15, page 4-22.

Operation:
Chart 5-37

Changing

Maid in Room Status from the Room Telephone

Maid
1.

On entering the room, pick up the handset and dial
the Maid In Room access code and the code for
Maid in Room, then hang up.

When you have finished in the room, pick up the
handset and dial the Maid in Room access code
and the code for Room to be Inspected, Maid not
in Room.
If you leave the room without finishing yourjob, dial
the code for No Maid in Room.

For example, 111 could be the Maid in
Room access code.
1 means maid is in room.
The number to be dialed is 1111.
4 means room to be inspected, maid is
not in room.
The number to be dialed is 1114.
2 means no maid is in room.
The number to be dialed is 1112.

Hang up after you dial.

Supervisor
3.

Enter the room and check it. If satisfactory, enter
the Maid in Room access code and the code for
Room Clean, Maid not in Room, then hang up.
Note:

5-30

3 means
room.

room clean, maid isnot in

The number to be dialed is 1113.

At any time, the current room status can be displayed on the console, a front desk terminal, a
SUPERSET
420 or a SUPERSET
telephone. See Maid in Room Status Display SUPERSET
420, and SUPERSET
430 Telephones.

Issue 1

Revision 0

March

1997

Using The Hotel/Motel

Maid in Room Status Display - SUPERSET4ZUand

SUpERsET

Feature

Package

Telephones

Feature Description: Refer to page 2-42.
Programming:

Reference

Chart 4-16, page 4-22.

Operation:
Chart 5-38

Monitoring

Maid in Room Status from SUPERSETDisplay

Dial the access code for Maid In Room Status
Display.

Press the arrow softkey to display these other
guest room extension numbers.

Telephone

SlJPERSET420:The
LCD displays the
extension numbers of the first two
rooms that have maid in room codes
entered.
If there are more rooms, the arrow
softkey appears.
SUPERSET430:The
LCD displays the
extension numbers of the first 10 rooms
that have maid in room codes entered.
If there are more rooms, the arrow
softkey appears.
SUPERSET 420: The rooms are
displayed two at a time.
SUPERSET 430: The rooms are
displayed 12 at a time.
When the last room number is
displayed, the arrow softkey no longer
appears.

March

When you have finished, press the Hangup
softkey.

1997

Issue 1

Revision 0

Hotel/Motel

Feature

Package

Description

Room Status Display - SUPERSETTelephone
Feature

Description:

Programming:

Refer to page 2-59.

Reference

Chart 4-22, page 4-28.

Operation:

1.
I I

Chart 5-39

Monitoring

Room Status from SUPERSETDisplay

Telephone

Dial the access code for SUPERSET 4 Room
Status Display. This feature applies to the
SUPERSET 420 and the SUPERSET 430.

Dial the extension number of the required guest
room’s telephone. The LCD displays the room’s
status (e.g., VACKLEAN).

Press the arrow softkey for the status of the next
room (in order of extension number). When the last
room is displayed, the arrow softkey no longer
appears.

When you have finished, press the Hangup
softkey.

5-32

issue 1

Revision 0

March

1997

Using The Hotel/Motel

March

1997

Issue 1

Revision 0

Feature

Package

5-33

Hotel/Motel

Feature

Package

Description

NOTFS

5-34

Issue 1

Revision 0

March

1997

SX-200@ ML PABX

ACD
TELEMARKETER”
Applications
Package

TM, @ - Trademark of Mite1 Corporation.
@ Copyright 1997, Mite1 Corporation.
All rights reserved
Printed in Canada.

MlTEl@

ACD TELEMARKETER Applications

Package

NOTICE
The information
contained in this document
is believed to be accurate in all respects but is not warranted
by Mite1 Corporation
(MITELs).
The information
is
subject to change without notice and should not be construed in any way.as a
commitment
by Mite1 or any of its affiliates or subsidiaries.
Mite1 and its affiliates
and subsidiaries
assume no responsibility
for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes.

SX-200,
SUPERSET,
SUPERSET
3, SUPERSET
4, SUPERSET
3DN,
SUPERSET 4DN, SUPERSET 410, SUPERSET 420, ACD TELEMARKETER, and
LIGHTWARE are trademarks of MITEL Corporation.
VT1 OOTMis a trademark
IBM PC is a trademark

of Digital Equipment
of International

Issue 1

Corp.

Business Machines Corp.

Revision 0

March

1997

Table of Contents
General . . . . . . . . . .

Reason for Issue . . . .
Intended Audience . . .
Document Structure . .
Conventions . . . . . . .
Associated Documents
Disclaimer . . . . . . . . .

ACD Overview

.................................
.................................
.................................
.................................
.................................
.................................

...............
...............
...............
...............
...............
...............

.........................................

Automatic Call Distribution
..................................
ACD Applications ..........................................
CallQueuing
.............................................
Staffing an ACD System ....................................
Reporting..
..............................................
Monitoring ...............................................

ACD TELEMARKETER@

Feature

Configuring

an ACD System

.........................................

IncomingCalls..
.......................................................
Grouping the Agents .....................................................
Recorded Announcement
Planning ..........................................
PlannerSheets
........................................................
AgentGroupPlanner......................................................4AgentGroup#
......................................................
Name .............................................................

March

1997

Issue 1

2-1

..............
..............
..............
..............
..............
..............

2-l
2-l
2-l
2-2
2-2
2-2

.....................................

ACD TELEMARKETER Overview ...........................................
ACD Path.. ...........................................................
Path Access Code .............................................
Path Priority .........................................................
Path Access ........................................................
Path Rerouting .......................................................
ServiceLevel
.......................................................
Overflow..
.........................................................
Inter-flow ...........................................................
Music Between Recordings .............................................
Alternate Music Source ................................................
ACD Call Flow ..........................................................
ACDCaller
.........................................................
Typical Call Handling ..................................................
ACD Sets.. ...........................................................
ACDPositions
.........................................................
AgentGroup..........................................................3-1
Agent .............................................................
Supervisor
.........................................................
SeniorSupervisor......................................................3-1
ACD TELEMARKETER Reporting System ....................................
Recorded Announcements
................................................
Recording Groups ....................................................
Recording Group Operation .............................................
RADFailure
........................................................
Removing DND from RAD ..............................................

..............

Revision 0

.3-1
. .....

.3-l
..3- 2
..3- 2
.3-2
..3- 2
.3-2
..3- 3
..3- 3
..3- 3
.3-4
.3-4
.3-5
..3- 5
.3-5
..3- 8
..3-10
1
..3-12
..3-12
2
.3-l 3
.3-l 4
.3-l 4
.3-l 4
..3-14
.3-15

.4-1
..4- 1
.4-l
.4-2
..4- 2
2
..4- 2
..4- 3

ACD TELEMARKETER Applications

Package

OverflowTime
......................................................
1stThreshold
.......................................................
2ndThreshold.........................................................4AfterWork............................................................4Paths Using This Group ................................................
PathPlanner
..........................................................
PurposeofThisPath
.................................................
Name .............................................................
PathAccessCode
...................................................
Priority ............................................................
PathNumber
.......................................................
Delay to Answer ......................................................
Recording1
........................................................
MOHorExt#
.......................................................
Recording 2 through 4 .................................................
QueuedCalls
.......................................................
PrimaryAgentGroup
.................................................
Overflow Group Exists .................................................
Inter-flow ...........................................................
Interflow Point ........................................................
Interflow Timeout .....................................................
Allow Overflow to Interflow ..............................................

..4- 4
..4- 4
4
4
.4-4
..4- 4
..4- 5
..4- 5
..4- 5
..4- 5
..4- 5
.4-7
..4- 7
..4- 7
.4-7
..4- 8
..4- 8
.4-8
..4- 8
.4-8
.4-8
.4-8

5. ACD Agent Sets. .....................................................

.5-l

ACD Agent Login/Logout ..................................................
Login........................................................-........5LoginConditions.......................................................5Logout...............................................................5LogoutConditions......................................................5ACDAgent Functions ...................................................
Make Busy Key ........................................................
Purpose ...........................................................
Operation ..........................................................
Make Busy LCD Indicators ..............................................
QueueStatusKey
......................................................
Purpose ...........................................................
Operation ..........................................................
Queue Status LCD Indicators ............................................
HELPSoftkey
.........................................................
Purpose ...........................................................
Operation ..........................................................
After Work Timer ........................................................
Purpose ...........................................................
..........................................................
Operation
Auto Answer ..........................................................

.5-l
1
1
2
2
..5- 2
..5- 2
..5- 2
..5- 2
.5-3
..5- 3
..5- 3
..5- 3
.5-4
..5- 5
..5- 5
..5- 5
.5-5
..5- 5
..5- 6
..5- 6

6. ACD Supervisor and Senior Supervisor Sets. ........................

.6-l
.6-l

...........................
ACD Supervisor and Senior Supervisor Login/Logout
Login................................................................6LoginConditions.......................................................6Logout...............................................................6ACD Supervisor Functions ................................................
ACD Senior Supervisor Functions ...........................................
Supervisor Set With One Agent Group: Overview ..............................
Queue Status Key: Supervisor Set With One Agent Group .......................

Issue 1

Revision 0

1
1
2
.6-2
.6-2
.6-3
.6-3

March

1997

Table of Contents

Purpose ...........................................................
..6- 3
Operation ..........................................................
..6- 3
Queue Status LCD Indicators ............................................
.6-5
Agent Status Key: Supervisor Set With One Agent Group ........................
.6-6
..6- 6
Purpose ...........................................................
Operation ..........................................................
..6- 6
.6-8
Agent Status LCD indicators ............................................
Shift Key: Supervisor Set With One Agent Group ..............................
.6-9
Purpose ...........................................................
..6- 9
Operation ..........................................................
..6- 9
Senior Supervisors and Supervisors With More than One Agent Group: Overview .....
.6-10
Queue Status Key: Senior Supervisors and Supervisors With More than One
AgentGroup
..6-10
..........................................................
Purpose ...........................................................
..6-10
Operation ..........................................................
..6-10
READ or AGENT Softkey ...............................................
.6-l 1
Shift Key: Senior Supervisors and Supervisors With More than One Agent Group .....
.6-l 1
Purpose ...........................................................
..6-11
Operation ..........................................................
..6-11
Call Monitoring ..........................................................
.6-l 2
Purpose ...........................................................
..6-12
Restrictions...........................................................6-1
2
Programming
..6-12
.......................................................
Operation ..........................................................
..6-12
Help Call Feature ........................................................
.6-l 3
Operation ..........................................................
..6-13

Reports...............................................................7-

Agent Shift Summary Record ..............................................
Path Summary Report ....................................................
GroupSummaryReport
.................................................
Printing Reports..
......................................................
ReportCommands
.....................................................
Accessing Reports ...................................................
SETCommand........................................................7SHOWCommand......................................................7QUITCommand
.....................................................

.7-l
.7-2
..7- 3
..7- 4
..7- 5
..7- 5
5
6
..7- 7

8. ACD Monitors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Four Types of Monitors ...................................................
System Activity .......................................................
Paths .............................................................
AgentGroups..
.....................................................
Agents ............................................................
Hierarchy of Monitor Displays ..............................................
Accessing Monitors ......................................................
Restrictions..
.......................................................
Entering Monitor Mode .................................................
Monitoring System Activity ................................................
System Activity Monitor Display ..........................................
System Activity Monitor Softkeys .........................................
Monitoring Paths ........................................................
Accessing the Path Summary Display .....................................
Path Summary Display .................................................
Path Summary Softkeys ................................................

March

1997

Issue 1

Revision 0

.8-l
.8-l
..8- 1
..8- 1
..8- 1
.8-l
.8-2
..8- 2
.8-2
.8-4
.8-4
.8-4
.8-7
.8-7
.8-7
.8-8

ACD TELEMARKETER Applications

Package

Path Programmed Data Display ..........................................
Path Statistics Display .................................................
Path Activity Display ...................................................
Monitoring Groups..
....................................................
Overview..
.........................................................
Accessing the Agent Group Summary Form ................................
Agent Group Monitor Softkeys ...........................................
Group Programmed Data Display ........................................
Group Statistics Display ................................................
Group Activity Display .................................................
Monitoring Agents .......................................................
Overview.............................................................8-2
Accessing the Agent Summary Form ......................................
Agent Programmed Data Form ..........................................
Agent Statistics Form ..................................................
Agent Activity Form ..................................................

.8-10
.8-12
.8-14
..8-15
..8-15
.8-l 6
.8-l 8
.8-l 9
.8-20
.8-22
.8-24
4
.8-24
.8-27
.8-28
..8-3 0

9. Programming.........................................................gGeneral ..............................................................
System Options Form ....................................................
ACDAgentGroupsForm...................................................9AgentGroupsSubform
..................................................
AfterworkTimer
.....................................................
OverflowTimer
......................................................
Threshold Timers .....................................................
ACD Keys Template Form .................................................
Assigning ACD Keys ..................................................
ACD Key Configurations ................................................
Assigning Non-ACD Keys ...............................................
ACD Keys Template Display ............................................
COSDefine
...........................................................
ACDSupervisors
.......................................................
ACD Supervisor Subform .................................................
ACDPaths..............................................................g-l
ACD Path Programming ................................................
CallRouting
...........................................................
Field Descriptions .....................................................
Softkeys ...........................................................
ACD Recording Hunt Groups ..............................................

1
..9- 1
.9-l
2
..9- 4
..9’5
..9- 5
.9-5
.9-6
.9-6
.9-6
.9-6
.9-7
..9- 8
..9-10
.9-l 1
2
.9-12
..9-15
.9-l 6
..9-16
.9-l 6

Appendix A - ACD Messages .............................................

~-1

Appendix B - Planner Sheets .............................................

B-I

Issue 1

Revision 0

March

1997

Table of Contents

List of Figures
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure
Figure

3-1
3-2
3-3
3-4
3-5
4-l
4-2
5-1
5-2
5-3
6-l
6-2
6-3
6-4
6-5
6-6
6-7
7-1
7-2
7-3
7-4
7-5
7-6
7-7
8-l
8-2
8-3
8-4
8-5
8-6
8-7
8-8
8-9
8-l 0
8-l 1
8-l 2
8-l 3
8-14
9-l
9-2
9-3
9-4
9-5
9-6
9-7
9-8
9-9
9-l 0

March

1997

ACD Call Progress - All Agents Busy ...............................
Overflow/lnterflow
..............................................
SUPERSET 41 OTMTelephone
....................................
SUPERSET 420TM Telephone
....................................
Hierarchy of ACD Positions .......................................
AgentGroup
Planner ............................................
Path Planner ..................................................
Make Busy LCD Indicator ........................................
Sample Queue Status Display ....................................
Queue Status LCD Status Indicators ...............................
Queue Status Display ...........................................
LCD Queue Status Indicators .....................................
Agent Status Display ............................................
LCD Agent Status Indicators ......................................
Using the Shift Key to Check Agent Status ...........................
Agent Status Display ............................................
Shift Key Operation .............................................
Agent Shift Record - Example 1 ...................................
Agent Shift Records - Example 2 ..................................
Sample Path Summary Report ....................................
Sample Group Summary Report ...................................
Accessing Reports: Softkey Labels .................................
Softkey Labels, SET Softkey Subform ..............................
Softkey Labels for SHOW Softkey Subform ..........................
Monitor Hierarchy ..............................................
System Activity Monitor Display ...................................
Path Summary Display ..........................................
Path Programmed Data Display ...................................
Path Statistics Display ...........................................
Path Activity Display ............................................
Agent Group Summary Form .....................................
Group Programmed Data Display ..................................
Group Statistics Display .........................................
Group Activity Display ...........................................
Agent Summary Form Display ....................................
Agent Programmed Data Display ..................................
Agent Statistics Display ..........................................
Agent Activity Display ...........................................
System Options Form (CDE Form 04) ..............................
ACD Agent Groups Form (CDE Form 39) ............................
ACD Agent Groups Subform (CDE Subform 39) ......................
Agent Keys Template (CDE Form 38) ..............................
COS Define Form (CDE Form 03) .................................
ACD Supervisor Form (CDE Form 40) ..............................
ACD Supervisor Subform (CDE Subform 40) .........................
ACD Path Form (CDE Form 41) ...................................
Call Rerouting Table (CDE Form 19) ...............................
Hunt Groups Form (CDE Form 17) .................................

Issue 1

Revision 0

3-5
3-7
3-9
3-10
3-l 1
4-3
4-6
5-3
5-3
5-4
6-3
6-5
6-6
6-8
6-9
6-l 0
6-l 1
7-l
7-l
7-2
7-3
7-5
7-5
7-6
8-2
8-4
8-7
8-10
8-12
8-14
8-16
8-19
8-20
8-22
8-25
8-27
8-28
8-30
9-l
9-3
9-4
9-7
9-8
9-10
9-l 1
9-12
9-15
9-17

vii

ACD TELEMARKETER Applications

Package

List of Tables
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table
Table

6-1
6-2
7-1
7-2
7-3
7-4
7-5
8-l
8-2
8-3
8-4
8-5
8-6
8-7
8-8
8-9
8-10
8-l 1
8-12
8-l 3
8-l 4
8-l 5
8-l 6
8-l 7
8-l 8
8-l 9
8-20
8-21
8-22
8-23
8-24
8-25
8-26
9-l
9-2
9-3
9-4
9-5
9-6
9-7
9-8
9-9
9-l 0
A-l

6-4
6-7
7-2
7-3
7-4
7-6
7-7
8-5
8-5
8-8
8-9
8-11
8-l 2
8-13
8-l 3
8-15
8-l 5
8-17
8-l 8
8-l 9
8-20
8-21
8-21
8-22
8-23
8-25
8-26
8-27
8-28
8-29
8-29
8-30
8-31
9-2
9-3
9-4
9-7
9-9
9-10
9-l 1
9-13
9-16
9-18
A-l

Supervisor and Senior Supervisor Reports - Queue Status ..............
Senior Supervisor and Supervisor Reports - Agent Status ...............
Agent Shift Summary Record Fields ................................
Path Summary Report Fields .....................................
Group Summary Repot-t Fields ....................................
SET Softkey Subform Functions ...................................
SHOW Softkey Subform Functions .................................
System Activity Monitor Softkeys ..................................
Terms Used In System Activity Display ..............................
Terms Used In Path Summary Display ..............................
Path Summary Display Softkeys ...................................
Terms Used In Path Programmed Data Display .......................
Path Programmed Data Softkeys ..................................
Terms Used In Path Statistics Display ..............................
Path Statistics Display Softkeys ...................................
Terms Used In The Path Activity Display ............................
Path Activity Display Softkeys .....................................
Terms Used In Group Summary Display .............................
Group Summary Form Softkey Labels ..............................
Group Programmed Data Softkey Labels ............................
Terms Used In Group Programmed Data Display. .....................
Group Statistics Display Softkey Labels .............................
Terms Used In Group Statistics Display .............................
Group Activity Softkey Labels .....................................
Terms Used In Group Activity Display ...............................
Agent Summary Form Softkey Labels ...............................
Terms Used In Agent Summary Display .............................
Agent Programmed Data Softkey Labels ............................
Terms Used In Agent Programmed Data Display ......................
Agent Statistics Form Softkey Labels ...............................
Terms Used In Agent Statistics Display .............................
Agent Activity Form Softkey Labels .................................
Terms Used In Agent Activity Display ...............................
System Option Form Fields .......................................
ACD Agent Group Fields .........................................
ACD Agent Groups Subform Fields ................................
ACD Keys Template Fields .......................................
COS Options Fields .............................................
ACD Supervisor Form Fields ......................................
ACD Supervisor Subform Fields ...................................
ACD Path Form Fields ...........................................
Call Rerouting Options ..........................................
Hunt Groups Form Fields ........................................
Programming Error Messages .....................................

Issue 1

Revision 0

March

1997

1 General
This practice describes the features, operation, and programming
of the
ACD TELEMARKETER@
Applications
Package for the SX-200@ Private Automatic
Branch Exchange (PABX). The ACD TELEfJARKETERAppIications
Package is a software option that must be purchased.

Reason for Issue
1.1

This practice
is issued to describe
the ACD TELEMARKETER
feature
optionally available with the SX-200 ML LIGHTWARETM
16 software.

which

Intended Audience
1.2

This practice is for persons involved in the marketing,
operation of the ACD TELEMARKETER
feature.

Document
1.3

installation,

programming,

and

Structure

This practice
is divided
TELEMARKETER
feature:

into sections

that

cover

specific

areas

of the ACD

General describes the structure and content of the practice.
ACD Overview covers basic ACD concepts.
ACD TELEMARKETER
Feature outlines the implementation
of ACD in the
ACD TELEMARKETER
package, and introduces the terminology
related to the
feature.
Configuring
an ACD System describes the steps to follow when planning a new
ACD installation.
ACD Agent Sets describes the features and operation of the SUPERSET
and SUPERSET 420TM telephones
used by ACD agents.

41 OTM

ACD Supervisor
Sets and Senior Supervisor
Sets describes the features and
operation of the SUPERSET
telephone used by ACD supervisors and senior
supervisors.
Reports covers the various reports available from the ACD TELEMARKETER
Application package and describes how to route the reports to the system printer.
Monitors
describes the monitor displays and the contents of each display.
Programming
covers tasks required to complete the programming
forms for
installing the ACD TELEMARKETERfeature
and customizing
its operation to meet
the requirements
of the user.

March

1997

Issue 1

Revision 0

l-l

ACD TELEMARKETER Applications

Package

Conventions
1.4

To simplify the descriptions

in this practice,

the following

conventions

are used:

Key Names
Names of keys on a keyboard
Example:

are shown

in bold, within brackets.

Softkey

Names

of softkeys

Example:

used with monitors

or to program

are shown

in uppercase.

GRP-SUMMARY

Data Entry
Data to be entered
Example:

by the user is shown

in bold uppercase.

EXIT

Data Entry Instructions
The following conventions
have been used throughout
data entry instructions to the user:
Type: Type the information
key.
Example:

Associated
1.5

1-2

Press

the Return

as shown and press the

key.

key(s) with no return.
CC>

Documents

Refer to the following
l

(usually a single key) as shown without pressing

Enter HOTEL

Press: Press the indicated
Example:

when presenting

Type A

Enter: Type the information
Example:

this manual

practices

for additional

information:

Features Description
Practice
Customer Data Entry Practice.

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1997

General

Disclaimer
1.6

The following
products
have been manufacture-discontinued
products are supported but not described in SX-200 ML Practices:
l

.
l

1.7

3TM and SUPERSET
4@ telephone sets
3DNTM and SUPERSET
4DNTM telephone

9
l

1997

These

sets

DATASET 1101 data cartridge
SUPERSETTM DSS module.

The following products and peripheral devices are not supported
PABX and are not described in SX-200 ML Practices:
l

March

SUPERSET
SUPERSET

by Mitel.

Modem Interconnect
Panel
DATASET 1102 Rack-mounted

on the SX-200

Dataset

DATASET 2102 Rack-mounted
Dataset
DATACABINET
9000 data cabinet
DATASHELF
ISDN Node

9100 datashelf

Fiber Interface Module (and associated products)
Peripheral Node
LCD Console (and Console module for Universal

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Card).

l-3

ACD TELEMARKETER Applications

1-4

Package

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1997

2 ACD Overview
This section of the practice gives a general overview of Automatic Call Distribution
(ACD) and describes the basic components
found in ACD systems. If you are familiar
with ACD concepts, turn to Section 3 of this practice for details on the implementation
of the ACD TELEMARKETER
feature for the SX-200 ML PABX.

Automatic
2.1

Call Distribution

Automatic
Call Distribution
(ACD) offers uniform distribution
of incoming calls to
station users (agents). Calls are routed to groups of agents as determined
by the type
of information or service required by the caller. The agents are trained and equipped
to provide the particular information
or service that the caller is requesting.
If calls
cannot
be handled
immediately,
the caller is usually provided
with recorded
announcements
and/or music until an agent is available.
Most ACD systems generate one or more reports listing call handling statistics and
ACD traffic levels. The system administrator
uses these reports when determining
optimum staffing levels, acceptable caller delay times, and use of system resources.

ACD Applications
2.2

Typical ACD applications
include airline reservation offices, telephone order desks for
department
stores, and customer
service departments
of telephone
or cable TV
companies.
In all cases, the caller is attempting to reach an individual who can supply
a service, answer a question, take a reservation, or accept a purchase order.

Call Queuing
2.3

To ensure optimum use of personnel and system resources, historical calling patterns
are often used to determine staffing levels for the agents. Most ACD installations
set
staffing at levels which ensure that the average number of callers equals or exceeds
the number of agents. During peak periods when all agents are busy, callers are
placed in a queue to wait for the first available agent.
While a caller is waiting in the queue, the ACD system can provide recorded
announcements
and music at predetermined
intervals. The first recording typically
advises the caller that all agents are busy, and that an agent will answer as soon as
possible. If an agent is unavailable after a programmed
interval, additional recordings
can inform the caller about call progress, or advise the caller of information that will be
required when the agent answers.
If calls arrive when some of the agents are free, the system may be programmed
to
equalize the work load by directing the next incoming call to the agent who has been
idle the longest.

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2-l

G
5
g

___
Lm
iTI

ACD TELEMARKETER Applications

Staffing
2.4

Package

an ACD System
In most ACD applications,
the person handling ACD calls is referred
Agents are trained to deal with the caller’s problems or requests.

to as an agent.

A supervisor normally oversees the ACD operation by monitoring the activity of the
agents, reassigning agents to handle overload conditions, and dealing with unusual
situations.

Reporting
2.5

ACD systems normally provide a reporting mechanism
that allows tracking of key
items such as the number of calls handled during a specific time period, the length of
the calls, and the number of calls abandoned
(caller hangs up before an agent
answers). From these reports, the supervisor can determine optimum staffing levels
and track the performance
of individual agents.

Monitoring
2.6

2-2

While reports give a hard copy record of events over a period of time (such as a shift),
a monitor gives a snapshot of conditions in the system at any instant. By monitoring
the ACD system, the supervisor
is aware of the current situation and can quickly
reassign agents to handle overload conditions.

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3 ACD TELEMARKETER
Feature
ACD TELEMARKETER
3.1

The ACD TELEMARKETER
Application
Package is an advanced
Automatic
Call
Distribution
(ACD) system that is fully integrated with the MITEL SX-200 ML PABX,
and designed with the power and performance
needed to ensure satisfaction
in the
most demanding
telemarketing
environments.
This section
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Overview

1997

provides

information

on the ACD TELEMARKETERsystem

components:

ACD Path. This innovative call routing design guides incoming calls through the
system. The ACD path defines all information
required for each type of call,
including how the system will handle queued callers. Refer to Paragraph 3.2.
ACD Call Flow. Paragraph 3.3 on page 3-5 describes the handling of a typical
ACD call arriving at the system.
ACD Sets. SUPERSET
420 telephones
may be used in the senior supervisor,
supervisor, or agent positions with the ACD TELEMARKETER
feature package.
SUPERSET
470 telephones
may be used in the agent position only. Refer to
Paragraph 3.4 for details.
ACD Positions.
The ACD TELEMARKETER
feature package structures the
personnel handling ACD calls into a hierarchy of ACD positions. The ACD package
supports three types of positions: senior supervisors,
supervisors,
and agents.
Refer to Paragraph 3.5 on page 3-10 for further information.
ACD TELEMARKETER
Reporting
System.
The ACD TELEMARKETER
Reporting
System is a PC-based
software package for collecting
ACD data
generated by the SX-200 ML PABX. This reporting system produces a series of
daily, weekly and monthly historical reports. Refer to Paragraph 3.6 for details.
Recorded
Announcements.
The ACD TELEMARKETER
feature uses recorded
announcements
to tell callers about the progress of their call while they wait in the
queue for the first available agent. Paragraph 3.7 on page 3-14 describes recorded
announcement
devices (RADs) and recording groups.

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3-1

ACD TELEMARKETER Applications

Package

ACD Path
3.2

The ACD TELEMARKETER
feature is built around the “ACD Path”, a call routing
mechanism
which provides all information
required for handling an ACD call. Use of
the ACD Path gives users unmatched
flexibility during initial programming
and when
they add new features.
Up to 99 ACD paths may be programmed
to allow customized routing for
of incoming calls. Each path is assigned a priority and is given a unique
and descriptive path name (optional). This information determines
how
handles queued callers, system resources to be used, when the call will
and who will answer the call.

a wide variety
access code
the system
be answered,

Upon entering the ACD system, a call is allocated a path and is assigned the
parameters
of that path. These parameters
remain with the call for its duration.
Path Access

Code

Incoming trunks carrying ACD calls are routed to a path access code. This code points
the trunk to the ACD agent groups and recorded announcements
appropriate
for the
type of call.
Path Priority
Each path is assigned a priority level in the range 1 to 99, with 1 being the highest
priority. Calls arriving on high priority paths move directly to the front of the call queues
for servicing ahead of calls which entered on a lower priority path.
Path priority can be an effective tool for reducing communications
costs and improving
customer service. For example, call queue time can be reduced by directing expensive
incoming trunks, such as long distance collect or INWATS, to a high priority path.
Customers can be assured of prompt service if their calls are routed through a high
priority path.
Path Access
All devices have unrestricted access to ACD Paths except loop start CO and loop start
DISA (Direct Inward System Access) trunks. The Class of Service (COS) Option “Loop
start trunk to ACD path connect” (COS Option 812) controls ACD access for loop start
trunks. By default this option is disabled, blocking loop start trunks from entering ACD.
Path Rerouting
The ACD path access code can be placed in the call rerouting table to link existing
routing schemes (such as DID trunk routing points) to the ACD system. Rerouting to
ACD paths is set up as follows:
l

3-2

For dial-in trunks, the system uses the current routing (defined in CDE Form 19)
for incoming calls to send calls to an ACD path.
For non-dial-in
trunks, one or all of the Day/Nightl/Night2
answering
points is
programmed
as an ACD path.

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ACD TELEMARKETER Feature

Calls entering

the system

on different

trunk types can be routed to the same ACD path.

The rerouting scheme means that a trunk does not have to be dedicated to ACD. The
day answering point may be an ACD path but the Night1 and Night2 answering points
may be an attendant console or any other valid routing point.
Service Level
The service level for a path defines a standard time to answer that becomes the criteria
for measuring path performance.
Service level is programmable
within the range from
0 seconds to 54 minutes.
When an ACD call is answered by any group in a path, software compares the actual
time to answer with the programmed
Service Level. The system creates a record
indicating if the time to answer was:
l

less than or equal to the service

greater

than the service

level time

level time.

This information is stored for statistical analysis
Monitors and Group/Path
Summary Reports.

and can be viewed from the ACD Path

Overflow
Higher priority paths are given special treatment when placed in overflow queues.
Predictive overflow is another key element of the ACD TELfII/IARKETERfeature.
The
system uses overflow queues to keep call queueing time to a minimum. The system
pet-forms a load calculation when each new call arrives at an agent group or when the
status of an agent changes. If the system predicts that a call will not be answered
before the normal overflow time, it forces an immediate overflow.
Priority calls entering an overflow queue are placed ahead of non-priority calls in the
same queue. The non-priority calls maintain their position in relation to each other, but
follow the priority calls.
Each path is assigned one primary agent group and up to three overflow groups. Timers
programmed
in CDE for each agent group determine how long a call waits on a group
before overflowing.
If the system predicts that a call will not be answered before the
timer expires, the system forces an immediate overflow without waiting for the timer
to expire.
lnterilow
Unlike overflowed calls, interflowed calls are rerouted from ACD to an alternate answer
point. Each path has a programmable
intetflow timeout field that specifies the maximum
period that an unanswered
call can wait in a path before the system routes the call to
an interflow point. The intetflow point can be:
l

March

1997

a listed directory number, station, console, night bell, ACD path, station/set
group, Automated
Attendant group, or UCD agent group
a logical line
a system

abbreviated

hunt

dial number.

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3-3

ACD TELEMARKETER Applications

Package

To limit the time that a caller remains waiting for an agent,
programmed
to drop interflowed calls.

the system

can also be

The system can be programmed
so that any callers dialing in to an ACD path will
interflow immediately
when no agents are logged in. This interflow takes place
regardless of the status of the “Interflow Timeout,” or the option “Allow Overflow to
Interflow Point Before Timeout,” or the “Inter-flow Point Access code” having a value
of DROP CALL. “Interflow Enabled” is required for the immediate
interflow to work.
A tenant number can be assigned to the ACD Path. When a tenant number is assigned,
then DID and TIE trunks which dial into the ACD Path directly will follow the routing
for this tenant as defined in Form 19 - Call Rerouting Table.
In addition, the customer can program the system to overflow to the interflow point as
soon as the system determines that the call is unlikely to be answered by the last agent
group in the path.
Calls interflowed to a system abbreviated dial number are treated by the system as an
external call forward with the interflow requiring a receiver. If a receiver is unavailable
when the interflow occurs, the call is dropped. The only indication of the dropped call
is a receiver unavailable peg in the traffic report. The call appears in the ACD reports
as an interflowed call.
If Automatic
abbreviated

Route Selection
dial, the system

(ARS) is busy when a call interflows
attempts a camp-on to ARS.

to a system

The path from which the caller interflows is set up as the original forwarding destination
for the caller. When the interflow point is an internal device, such as a SUPERSET 420
telephone,
the display indicates that the call is being forwarded from a path.

Music Between Recordings
Between each recording on an ACD path, the incoming caller, by default, listens to the
system music source (if programmed).
An alternate music source may be specified
between each recording and after the last recording.

Alternate Music Source
The alternate music source is an off hook
listen-only conference.
The user decides
music, or endless loop recordings. If there
source, the caller hears silence between
The
that
The
how
Note:

3-4

ONS port that connects to callers in a
what is supplied on the ONS port - silence,
is no system music and no alternate music
RAD messages.

device can be a telephone, a recording device, or a transfer device (8/600 ohms)
simulates an off hook and allows connection of an audio source such as a radio.
system connects callers only if the device is off hook. There are no restrictions on
paths share alternate music sources.
Depending upon country of installation, the alternate music source must be either an FCC Part
68 or Industry Canada approved voice coupler, or voice connecting arrangement to an ONS
circuit.

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1997

ACD TELEMARKETER Feature

ACD Call Flow
3.3

The following paragraphs
describe the handling of a typical ACD call arriving at the
system on an incoming trunk. Included is a description
of what the caller hears at
each stage of the call. Figure 3-l shows the system action when determining
what the
caller hears while in the queue.
ACD Caller
The system considers an ACD caller to be anyone who is on, or has been answered
by, an ACD path. Once answered, the ACD caller status remains while the caller is
talking to an agent, on hold by an agent, or in the process of being transferred
by an
agent.
After an ACD caller has been answered by an agent, the SX-200 ML PABX reverts to
normal call handling but provides additional tracking for ACD session timing, ACD
hard-hold timing, and the caller’s identification
as an ACD caller. When an ACD caller
reaches the console through either a supervised or unsupervised
transfer, the ACD
caller status ends. If, during a supervised transfer, the person performing the transfer
remains on the line after the console answers, the ACD session is terminated.
Typical Call Handling
If multiple agents are free when an ACD call is presented to a group, the system sends
the call to the longest idle agent. To select the longest idle agent, the system gives a
number to the first agent finishing an ACD call. The next agent to finish an ACD call
is given the next higher number, and so on. When a call arrives at the group, the system
sends the call to the agent with the lowest number. The number does not change if
the agent makes a non-ACD call.

TIME

SYSTEM
ACTION

RlNGBACK
DELAY

CALLER
HEARS

(RINGBACK)

’

FIRSTRAD

(RECORDING)

MUSIC
SOURCE

SECONDRAD

(MUSIC)

’

(RECORDING)

MUSIC
SOURCE
(MUSIC)

’

AGENT
ANSWERS

(AGENT)
cc0379

Figure
1.

ACD Call arrives
l

March

1997

3-1 ACD Call Progress
at the path specified

- All Agents
as the answer

Busy
point for the trunk.

As shown in Figure 3-1, the caller hears ringback until the Ringback Delay timer
expires. This timer ensures that the caller hears at least one ringback before
an agent answers.

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3-5

ACD TELEMARKETER Applications

The incoming

Package

call queues

= If an agent is available,
.
Note:

on the primary

the call rings an agent (See Note).

If multiple agents are available, the call rings the longest
caller waits for first recorded announcement.

The system connects
defined for the path.

caller to the first available

When the RAD message
source or to first alternate
l

RAD in the first recording

Call remains

queued

group

on first agent group.

ends, system connects call to music-on-hold
source as defined for the path.

The caller hears music or alternate

The caller listens to second
group.

The system connects
for the path.
l

if not, the

(MOH)

source.

After time interval programmed
in the path for Recording 2 starts, system connects
call to first available RAD in second recording group defined for the path.
l

idle agent;

Once the agent set begins to ring, the call must be answered. If the called agent fails to answer
within the period programmed
for the Forward Timer in the agent’s COS, the system forces the
agent’s set into Make Busy and routes the call to another agent in the group. This operation is
transparent to the caller.

9 The caller listens to first recording.
4.

agent group for the path.

The call remains

queued

call to MOH source or to second alternate

on first agent

source as defined

The caller hears music or alternate source.
The caller continues listening to music and recorded announcements
agent is available. Timing is set in CDE.
Up to four recordings can be programmed
for each path.

If the call remains queued
overflow time programmed
defined for the path.
l

recording.

until an

against the first agent group for a period exceeding the
for the group, the system adds the first overflow group

The caller is now queued on two groups.
The caller continues listening to music and recorded announcements
agent is available.
The caller retains position in queue for primary agent group.
Path priority determines
position of call in overflow group.

until an

The system can add up to three overflow groups if a call remains unanswered.
Overflow times are programmed
individually for each agent group. Figure 3-2
shows how overflow groups are added as the caller waits in the queue.
8.

3-6

The system performs a load calculation when each new call arrives at an agent
group, or when the status of an agent changes. If the system predicts that a call
will not be answered
before the overflow timer expires, the system forces an
immediate overflow. This predictive overflow is always enabled.

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1997

ACD TELEMARKETER Feature

As shown
Interflow
intetflow
as a call

in Figure 3-2, if the call remains unanswered for a period exceeding the
Timeout programmed
for the path, the system routes the call to the
point which can be an internal or external destination. The call is handled
reroute.

TIME
RINGBACK
DELAY

INTERFLOW
TIMEOUT

QUEUE ON
PRIMARY
AGENT GROUP
QUEUE ON
FIRST OVERFLOW
AGENT GROUP
QUEUE ON
SECOND OVERFLOW
AGENT GROUP
QUEUE ON
THIRD OVERFLOW
AGENT GROUP

I
TO INTERFLOW
POINT
CC0380

Figure

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1997

Issue 1

3-2 OverflowAnterflow

Revision 0

3-7

ACD TELEMARKETER Applications

Package

ACD Sets
3.4

The SUPERSET 4 70 and SUPERSET 420 telephones
(Figure 3-3 to Figure 3-4) used
by ACD positions provide call status and progress information
about agent groups
and individual agents. A supervisor’s
set (SUPERSET
420) provides agent reports
and queue status reports for the supervisor’s
agent groups.
An agent’s
set
(SUPERSET
410 or SUPERSET
420) provides queue information
for the agent’s
group.
SUPERSET 470 and SUPERSET 420 telephones
ACD TELEMARKETER
Feature Package offer:
l

Single key feature

used with the

activation

Supervisor monitoring of agent calls with or without agent notification
Agent help requests during a conversation
- transparent
to ACD callers
(not applicable to SUPERSET 470 telephones)
Handset/handsfree/headset
operation. (COS Option number 612 must be enabled
in the user’s COS prior to operation. The telephone handset should remain offhook
when headsets are in use.)
LCDs load status information
Auto answer
Time and date display

(SUPERSET

420 telephones)

Path name is displayed when calls are presented to the agent. (Not applicable to
SUPERSET47Utelephones.)
When COS Option 654 - ACD Display Path Always
is enabled, the path name remains on the display for the duration of the call.
Make Busy keys to temporarily
block ACD calls from agents sets

A programmable
supervisors

A programmed

name for every ACD entity: paths,
set of speedcall

RADs,

groups,

agents

and

keys (via CDE programming).

Automatic Number Identification
(ANI) and Dialed Number Identification
Service
(DNIS) are available through COS options programmed
during Customer Data Entry
(CDE). ANI provides the telephone number of the calling party; DNIS provides the
telephone number dialed by thecalling party. Referto the Features Description Practice
for details.

3-8

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March

1997

ACD TELEMARKETER Feature

LINE SELECT
KEYS
I

Figure

March

1997

3-3 SUPERSET

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LINE STATUS
INDICATORS

470 Telephone

3-9

ACD TELEMARKETER Applications

Package

LINE SELECT
KEYS

LINE STATUS
INDICATORS

Figure

3-4 SUPERSET

LINE SELECT
KEYS

420 Telephone

ACD Positions
3.5

The ACD TELElVARKETERfeature
package supports three types of positions: senior
supervisors,
supervisors,
and agents. Figure 3-5 shows an example of the ACD
hierarchy.
ACD calls entering the system normally terminate on agent positions (SUPERSET
or SUPERSET
420 telephones).
Agents handling similar types of calls are arranged
in agent groups. Supervisors
and senior supervisors
(SUPERSET
420 telephones)
monitor agent and system performance,
but do not handle ACD calls.
As shown in Figure 3-5 every supervisor, senior supervisor, and agent has an ID
number. This is a l- to 5-digit number assigned during customer data entry. Before
they can receive ACD calls, the agent or supervisor must log in to the system by dialing
an access code followed by the appropriate
ID number. Agent groups and the three
ACD positions are described below.
The SX-200 ML PABX treats the ID number assigned to each position as an access
code. This number can be directly dialed by other devices in the system as normal
extension numbers.

3-10

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March

1997

ACD TELEMARKETER Feature

An ACD agent is considered not available
other line key appearing at the telephone.

for an ACD call if the agent is on its prime key or any

SENIOR SUPERVISOR
NAME: Reynolds G.
ID: 4400

SUPEl+.‘lSOR
NAME: Godin L.
ID: 2200

SUPERVISOR
NAME: Wallace J.
ID: 3300

I
AGENT GROUP
NAME: AN Sale

AGENT GROUP
NAME: Ret-class

AGENT GROUP
NAME: Tickets

AGENT GROUP
NAME: Inquiry

AGENT
NAME: Nantel S.
ID: 2210

AGENT
NAME: Peters J.
ID: 2215

AGENT
NAME: Gilmour J.
ID: 3310

AGENT
NAME: Gilmour J.
ID: 4410

AGENT
NAME: Middleton
ID: 2211

AGENT
NAME: McKay A.
ID: 2216

AGENT
NAME: Proctor L.
ID: 3311

AGENT
NAME: Hendron T.
ID: 4411

AGENT
NAME: Proctor L.
ID: 2212

AGENT
NAME: Davis M.
ID: 2217

AGENT
NAME: Barker R.
ID: 3312

AGENT
NAME: Ruby M.
ID: 4412

Figure

3-5 Hierarchy

of ACD Positions

Agent Group
Agent groups are
consists of one or
agent group must
group is 100. The

included with the ACD Agents option you purchase. An agent group
more persons, called agents, that handle incoming ACD traffic. Each
contain at least one member; the maximum number of agents in a
ACD system accepts up to 50 agent groups.

As shown in Figure 3-5 each agent group must be set up to report to either a supervisor
or a senior supervisor (never both). Supervision
requirements
are determined
by the
customer and are usually dictated by the size of the group.
Agent groups are created through Customer Data Entry (CDE) by entering in the ACD
agent groups form (Form 39) an agent group number in the range from 1 through 50.
An optional name can also be given to the group to assist in identifying the group’s
function. Members are added to the group though CDE by entering a I- to 5digit ID
number and an optional name for each agent.

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1997

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3-l 1

ACD TELEMARKETER Applications

Package

Each agent group has timers that govern
l

the time granted

events such as:

to an agent for completing

paperwork

after an ACD call

the length of time a call will remain unanswered
in the group before overflowing
turning on and off visual indicators which show that calls have been unanswered
for a time exceeding a programmed
threshold level.

Refer to the programming
section of this practice for details about creating agent groups
and the fields on the agent groups form.

Agent
The ACD TELEMARKETER
feature terminates ACD calls at agent positions. In most
ACD installations,
all callers routed to an agent are requesting similar information or
seeking a similar service. Agents can then be trained and equipped to provide the
information
or service requested by the caller.
The system routes calls to an agent only after the agent logs in to the ACD system.
Once the agent has logged in, the system recognizes the agent as a member of a
specific agent group.
The SUPERSET 4 10 and SUPERSET 420 telephones
used by the agent are each
equipped with a feature key to temporarily block ACD calls from ringing the set. Other
feature keys provide information about the current status of the agent group.
In many cases,
If, for example,
overloaded
and
could result by

an agent must be given the flexibility of moving between agent groups.
the ACD agent group handling long distance trunks is suddenly
calls are overflowing to an alternate group, significant financial gain
reassigning Agents to the busy groups until the traffic subsides.

Because the ACD system uses the ID number to determine the members
group, providing the agents more than one ID number allows the agents to
of more than one group. To move between groups, the agent logs in by
appropriate
to the group. Only the ID number must be unique; an agent
appear in any number of groups.

of an agent
be members
using the ID
name can

Supervisor
The supervisor ACD position is for individuals who “supervise” the agent groups. Each
supervisor is responsible for at least one agent group and reports to a senior supervisor.
Supervisors
do not answer ACD calls. The SUPERSET 420 telephone used by the
supervisor is equipped with special feature keys that allow the supervisor to view
individual agent activities or to view agent group activities .

Senior Supervisor
The senior supervisor oversees the supervisors and is, therefore, the highest level in
the hierarchy of ACD positions. In smaller installations,
however, where a supervisor
is not required between the agent group and the senior supervisor, agent groups may
report directly to the senior supervisor. The senior supervisor does not answer ACD
calls. The SUPERSET 420 telephone used by the senior supervisor is equipped with
special feature keys, similar to the supervisor set, with emphasis on queue activity.

3-12

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1997

ACD TELEMARKETER Feature

ACD TELEMARKETER
3.6

Reporting

System

The ACD TELEMARKETER
Reporting System runs on an IBM@ PC AT or compatible
connected
to the SX-200 ML PABX through an RS-232C interface. The system is
easy to learn because it uses menu driven displays with full-color graphics. On-line
help is available for all commands
and applications.
During initial installation, the user creates a reporting system database that contains
all agent, path, and trunk information.
Once operational,
the PC collects data from the
SMDR information generated by the SX-200ML
PABX, analyses the information using
the reporting system database, and generates a series of detailed reports that cover
agents, groups, paths and trunks.
Daily reports can be printed automatically
at predetermined
times. Weekly and monthly
summaries can also be printed upon request. Printed reports record times to the second
for all categories to highlight call handling efficiency and agent performance
problems.
Daily reports generated
l

March

1997

include:

ACD Agent Daily Activity Report listing hourly totals by agent ID
Agent Group Daily Activity Report with hourly totals handled by each agent group
Trunk Daily Activity Report with hourly totals of calls handled
Path Activity Report with detailed statistics for all ACD calls

Weekly
l

from this database

and Monthly

Summary

Agent Activity Summary

Reports
Report

by individual

include:

with daily totals by ID and agent

name

Agent Group Summary Report listing daily totals by agent group
Trunk Summary Report with daily totals of calls carried by a particular
Path Activity Report listing daily totals by path

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trunk

3-13

ACD TELEMARKETER Applications

Recorded
3.7

Package

Announcements

A recorded announcement
device (RAD) is a digital or endless-loop
tape unit that can
store one or more pre-recorded
messages.
The required RADs are designed
for
connection
to ONS circuits and appear as a standard telephone
to the SX-200 ML
PABX. The RAD’s message is played when the unit is triggered by ringing current. In
the ACD TELEMARKETER
feature, the recorded messages are given while callers
are waiting in the queue for a free agent.
The SX-200 ML PABX system supports both intelligent
device hangs up when the message is finished. A dumb
recording (such as a tape) and the system must hang
callers from listening to a long period of silence at the
Recording

and dumb RADs. An intelligent
device provides a fixed-length
up on the device to prevent
end of the message.

Groups

The recorded announcement
feature is implemented
by using one or more RADs
programmed
into a specialized hunt group called a recording group. Each RAD in the
group contains the same announcement.
Recording groups are formed by using hunt groups of regular ONS ports and are
defined during CDE in Form 17, Hunt Groups. Refer to the programming
section of
this Practice for details.
Recording

Group Operation

When a call rings a recording group, the first available idle RAD answers the call and
connects its recording. If all RADs in a recording group are busy, the caller camps onto
the group to wait for a free recording. When a recording becomes available, the system
connects all waiting callers to a listen-only conference
with the recording. (The
listen-only conference
does not use any SX-200 ML PABX conference
resources.)
When the recording finishes, the callers are removed from the conference and are
connected to musicorsilence
as defined in the ACD Path programming
form (Form 41).
Note:

The system does not use a special CODEC gain setting for listening
is the same as for ringback, or set to no gain.

A RAD is always

Callers

rung with the standard

are never connected

ringing

to a recording.

The gain

cadence.

after the RAD starts its message.

RAD Failure
The ACD system

handles

four types of RAD failures:

Failure to Answer: The system considers the RAD to have failed if it does not answer
within the fixed interval of 30 seconds. The system clears ringing, puts the RAD into
Do Not Disturb (DND), turns on the console alarm icon, and creates a maintenance
log entry as shown in the following example:
1997-JAN-15 12:47:04 Recording dev test
Failure to answer Alarm code = 123

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failed at 01 01 01 00

March

1997

ACD TELEMARKETER Feature

Failure to Hang Up: The system detects failure to hang up when the system ends the
recording. The hangup time is set by COS option 404 - Recording Failure to Hangup
Timer, which has a range of 1 through 255 seconds. The timer starts after the
SX-200 ML PABX hangs up on the RAD. The RAD must clear down within the
programmed
interval. Otherwise, the PABX puts the RAD into DND, turns on the
console alarm icon, and creates an entry in the maintenance
log as shown in the
following example:
1997-JAN-15 12:47:04 Recording dev test
Fail to hang-up. Alarm code = 123

failed at 01 01 01 00

False Origination:
If a RAD generates a false origination, the
into a suspended state. After the suspended
timer expires, the
lockout state. If the RAD goes on hook while in either suspended
the RAD is returned to idle and is immediately
available to the

system puts the RAD
RAD is placed into a
state or lockout state,
system.

Card Failure: If the system detects a card failure, such as the card being unplugged
or the bay going down, the RAD is placed into a busy-out state. Any callers listening
to the RAD are handled as though the RAD had gone on hook. The RAD is not placed
in DND unless it was ringing at the time (which is treated as a ring-no-answer).
When
returned to service, the RAD is in idle state.
Removing

DND from FIND

The system places a RAD into DND whenever the RAD fails to answer or fails to hang
up. DND can be removed from a RAD by accessing the attendant console stations
feature, dialing the RAD, and pressing the DND softkey. DND can also be cleared from
the maintenance
terminal by using the Clear Features key.
Removing

DND from a RAD generates

the following

maintenance

log entry:

1997-JAN-15 12:47:04 Ons Card passed at 01 01 01 00 ext 1101
Recording device test Alarm code 123

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3-15

ACD TELEMARKETER Applications

3-16

Package

issue 1

Revision 0

March

1997

4 Configuring
System

an ACD

The communications
manager planning the installation of an ACD TELEMARKETER
system may find that the information
in this section of the practice can help in
determining
the final system configuration.
Because thorough planning can ensure
maximum performance
from the ACD system, the following guidelines have been
developed to help customers define their requirements.

Incoming
4.1

Because the most critical element
of an ACD system is the timely handling
of
incoming calls, the communications
manager must first consider the level of traffic
that the system will receive and then determine the types of calls and any trunking
details that could influence the importance
of the call. For example,
long distance
charges can be kept to a minimum by assigning these calls to high priority paths. The
following
questions
serve as examples
of those areas to be addressed
when
categorizing
the ACD callers:
l

involved?
for each department?

What priority is given to service calls?
Do any service departments
require a customer complaint area?
Is there local service only or service also to out-of-town
clients?

Does the company

Grouping

offer INWATS,

foreign exchange,

1997

or any specialized

trunking?

the Agents

Using the caller information
that was collected,
following questions and comments as a guide:
l

March

Are service departments
What traffic is anticipated

Will there be revenue generating
calls? Unless the company holds a monopoly
on service, these callers should be highlighted for priority paths. Are there general
information calls?
Will agents receive long distance calls....collect?

4.2

Calls

begin grouping

the agents.

Use the

Are any agents capable of handling various types of calls? For example, will any
agents be common to more than one service department?
Which type of calls will this group specialize in? List the types of calls this group
could handle as an overflow point.
Which groups will require a wrap up time?

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4-l

ACD TELEMARKETER Applications

Recorded Announcement
4.3

Package

Planning

Used properly,
recorded
announcements
ACD TELEMARKETER
system. The following
most from the recordings:
l

.
l

are a valuable
tool in the
suggestions
can help you gain the

Supply a company introduction
to the caller. “Thank you for calling . . ...“. followed
by reassurance
that the first available agent will answer the call.
Consider the advertising potential while the caller is waiting for service. Use the
recorded announcements
to promote new products, specials, or services.
Refer to the list of callers as a guide when defining the RADs. Because out-of-town
callers would be frustrated by local promotions, adjust your recorded message to
the caller’s needs.
Is there any information that the agent will require from the caller? Recordings can
be used to minimize time with an agent if callers have prior notice of information
they should have ready, such as account numbers, credit cards, or postal codes.

In addition, the Automated Attendant
the system. Refer to the Aufomated

feature can be used to pre-screen ACD calls into
Attendant Application
Package Practice.

Planner Sheets
4.4

The agent group planner and the path planner sheets illustrated
on the following
pages can aid the ACD system designer when laying out the agent groups and the
routing for incoming ACD calls. The planner sheets identify all major elements that
must be addressed while setting up the system.
The agent group planner is completed first because it identifies the various agent
groups that are required for the system. After setting up the agent groups, one path
planner is completed for each path to show the ACD call handling. Each path planner
includes the primary agent group, recorded announcements,
overflow groups, and
interflow conditions.

Agent Group Planner
4.5

The agent group planner shown in Figure 4-l assists in planning the distribution
of
workload between agent groups. After doing the initial sizing to determine the number
of agent groups
required
to handle the calls, use this planner
to assign the
parameters
to each group. This information
will be used later during the CDE
programming
of the system.
The agent planner form contains space for eight agent groups. The fields shown in the
box for each group are described below.
Agent Group #
The top field in each box, labeled Agent Group #, specifies the number of the agent
group. This number will be used later when assigning primary and overflow agent
groups to the ACD paths.

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March

1997

Configuring

an ACD System

ACD TELEMARKETER
AGENT GROUP PLANNER

Name:
Ovefflow Time
1st Threshold
2nd Threshold
After Work

__
-

:
:
:
:

__
~
__
__

Name:

1st Threshold
2nd Threshold
After Work

~
-I----

:~
:-

2nd Threshold

-:-

1st Threshold
2nd Threshold
After Work

: : -

-:---

:: __

I-

1st Threshold
2nd Threshold

-:-

:: __

Overflow Time
1st Threshold
2nd Threshold
After Work

-I-

:::-

Overflow Time
1st Threshold
2nd Threshold
After Work

-:-

:::-

Overflow Time 1st Threshold
2nd Threshold
Afler Work
-:-

::: __

INSTRUCTIONS:
Use this planner
Once completed,
Path Planner.

as an aid in distributing
the work-load of the agent groups. Complete
transfer the Agent Group Number to the appropriate group (Primary,

this form before the Path Planner.
lst, 2nd, or 3rd) on Line 3 of the

1. Overflow timer default is 9 minutes (maximum 64 minutes). This is the maximum time a call can
ovefflowing. Prediction may allow the overflow before the timer expires. 1st threshold default is
2nd threshold default is 6 minutes (maximum 54 minutes). These are indications for the agents
have been waiting to be answered. After-work timer default is 0 minutes (maximum 15 minutes).
has afler completing a call before receiving the next call.

be queued on the group before
3 minutes (maximum 64 minutes),
(queue status) of how long the calls
This is the amount of time an agent

2. Use this box to indicate how many paths the Agent Group is involved in. (P=primary, l=lst overflow group, 2=2nd ovefflow
3=3rd ovefflow group.) Transfer the Agent Group Number to the Path Planner (one for each Path indicated in the box).

Figure

4-l

Agent

Group

group,

Planner

Name
The Name field specifies the name of the agent group. During CDE, transfer this
information from the agent group planner sheet to the Name field on the ACD Agent
Groups form (Form 39).

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1997

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4-3

ACD TELEMARKETER Applications

Overflow

Package

Time

The overflow time specifies the maximum length of time that a waiting ACD call remains
at this group before overflowing. The timer range is 0 seconds to 54 minutes. The use
of this field is optional.
The system performs a load calculation when each new call arrives at an agent group,
or when the status of an agent changes. If the system predicts that a call will not be
answered before the timer expires, the system forces an immediate overflow.
During CDE, transfer this information from the agent group planner sheet to the
Overflow Timer field on the ACD Agent Groups Subform (Subform 39).
1 st Threshold
The 1 st Threshold field specifies the time period for the first call waiting threshold. If
calls are waiting beyond this time period, the LCD symbol beside the Queue Status
key on the SUPERSET’”
telephones changes (see Figure 5-3). During CDE, transfer
this information from the agent group planner sheet to the First Status Threshold field
on the ACD Agent Groups Subform (Subform 39).
2nd Threshold
The 2nd Threshold field specifies the time period for the second call waiting threshold.
If calls are waiting beyond this second time period, the LCD symbol beside the Queue
Status key on the SUfERSETtelephones
changes again (see Figure 5-3). During
CDE, transfer this information from the agent group planner sheet to the Second Status
Threshold field on the ACD Agent Groups Subform (Subform 39).
After Work
The After Work field specifies the
following an ACD call. During this
range is 0 seconds to 15 minutes.
and statistics. It is recommended

time allocated to an agent for completing paperwork
time, the agent will not receive ACD calls. The timer
This time is included as part of each call in reports
that the timer be set to a minimum of five seconds.

During CDE, transfer this information from the path planner sheet to the Afterwork
Timer field on the ACD Agent Groups Subform (Subform 39).
Paths Using This Group
This box allows the system planner to note the paths using this group. Refer to this
box when transferring
agent group information to the path planner sheets.

Path Planner
4.6

4-4

The path planner sheet illustrated in Figure 4-2 is used in conjunction
with the agent
group planner when laying out the routing for incoming
ACD calls. The planner
identifies all major elements that must be addressed while setting up the system.

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March

1997

Configuring

an ACD System

Once the path planner has been completed to the ACD system designer’s
the information is transferred to the CDE forms for system programming.

satisfaction,

The CDE forms that pertain to the ACD TELEMARKETER
feature are described in
Section 9 of this practice. For a description of all system CDE forms, refer to the
Customer Data Entry Practice. Appendix B of this practice contains additional blank
copies of the Path Planner. Figure 4-2 shows a blank path planner sheet. The following
subsections
describe the fields on this sheet. Examples later in this section illustrate
the use of a Path Planner and trace calls through completed path planners. Unless
mentioned otherwise, all fields on the path planner have corresponding
fields on one
of the CDE forms used in programming
the system.
Purpose

of This Path

The Purpose of this Path field allows the designer to summarize in a few words the
intention of this path. The information
in this field is for information
only and is not
programmed
on any form during CDE.
Name
The Name field contains a descriptive name that identifies
This name appears in the ACD path monitor displays and
SUPERSET 4.20 telephone when the set is presented with
calls for more than one path can answer the caller with an

the function of the path.
on the agent’s
a call. Agents that handle
appropriate
greeting.

During CDE, transfer this information from the path planner
field on the ACD Path form (Form 41).

sheet to the ACD Path

Path Access Code
The Path Access Code field identifies the path to the rest of
access code can be a destination
in the Non-Dial-In Trunks
Rerouting Table. The path access code can also be attached
can be entered in another path planner as an inter-flow point
forwarding destination for a SUPERSET 410 or SUPERSET

the system. The path
form and in the Call
to a Dial-In Trunk, or it
and programmed
as a
420 station.

During CDE, transferthe information in this field of the path planner sheet to the “Access
Code for This ACD Path” field on the ACD Path form (Form 41).
Priority
The Priority field sets the relative priority for all calls that arrive on this path. The priority
remains with the call for its duration, regardless of the overflow handling programmed
for the path. Priorities range from 1 through 99, with 1 being highest.
During CDE, transfer this information
on the ACD Path form (Form 41).

from the Path Planner sheet to the Priority field

Path Number
The Path Number field identifies the path number in the range 1 through
number is used to sort the paths on the Path Summary display.

March

1997

Issue 1

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99. This

4-5

ACD TELEMARKETER Applications

Package

ACD TELEMARKETER
PATH PLANNER
Purpose of this Path:

Yes

c
immediately

when no agents are logged in?
YIN

QUEUED
CALLS

’

+
interflow

QUEUED
CALLS

2nd Ovefflow

3rd Overflow
Agent Group

*
Interflow?
Yes
Q

piii$gq

b&Y

Interflow Point:

caL2ys’

INSTRUCTIONS:
1. Complete a Path Planner for each path.
2. Caller can listen to RADs with the option of Music on Hold (MOH) or an alternate music source/recording
(PAD q Hunt Group Access Code.)
3. Callers dialing into this ACD path will interffow immediately
4. Copy the appropriate

between the PADS

when no agents are logged in if yes is chosen.

Agent Group Number from the Agent Group Planner.

5. The Primary Agent Group must be programmed. The path has the option of three Overflow Groups and lntefflow out of the Path.
If the next Overflow Group is not programmed the call either interflows out of the path or remains as is until the call is answered or
the caller hangs up.
6. Default Interflow pmeout is 54 minutes. The call interflows (if enabled) or drops when the timer expires or when prediction
mdrcates that the call will not be answered within the timer interval. Interflow time starts when the call enters the path.
cc0390

Figure

4-6

Issue 1

4-2 Path Planner

Revision 0

March

1997

Configuring

an ACD System

During CDE, transfer this information from the Path Planner sheet to the ACD Path
field on the ACD Path form (Form 41).
Delay to Answer
The Delay to Answer field contains the value of the Delay for Ringback timer. This
value should be set high enough to ensure the caller hears ringback from the CO or
SX-200 ML PABX before the agent answers. In some situations, caller confusion may
arise if the agent answers the call before the caller hears ringback. This field can be
set to any value from 1 second through 54 minutes. The system default is 3 seconds.
During CDE, transfer this information from the Path Planner
Ringback field on the ACD Path form (Form 41).
Recording

sheet to the Delay For

The Recording 1 box contains
the first recording group:

the following

three fields to capture

the parameters

for

RAD: This field contains the access code of the RAD group that contains Recording
1. During CDE, transfer this information from the Path Planner sheet to the Recording
1: Access Code field on the ACD Path form (Form 41).
Start: The Start field specifies the time between the end of the Delay for Ringback
timer and the start of the first recording. During CDE, transfer this information from the
Path Planner sheet to the “Recording 1: Start Time” field on the ACD Path form (Form
41).
Name: The Name field specifies the name of the RAD Group for Recording 1. During
CDE, transfer this information from the Path Planner sheet to the Name field on the
Hunt Group form.
MOHorExt#
The MOH or Ext # field allows the designer to specify what callers hear after Recording
1 is finished. The designer can give callers music on hold (MOH) from the system
music source, or an alternate music source from an ONS port. Circle MOH to indicate
music from the system music source, or enter the ONS port directory number that
supplies the alternate music. If no music is connected, the caller hears silence.
During CDE, if an alternate music source has been selected, transfer this information
from the path planner sheet to the Recording 1: Music Source Following field on the
ACD Path form (Form 41). If MOH has been selected, no CDE action is required
because the system connects to the default music source.
Recording

2 through

Use the boxes labeled Recording 2 through 4 to specify the parameters
for the
additional recordings supplied to the caller while waiting for an agent. The MOH or
Alternate fields can be used to specify different musicsources
following each recording.
During CDE, transfer the information

March

1997

Issue 1

from these fields as described

Revision 0

under Recording

4-7

ACD TELEMARKETER Applications

Queued

Package

Calls

The Queued Calls above each agent group block represent the calls queued against
the agent group. No information is required in this block and there are no corresponding
entries on CDE forms.
Primary Agent Group
Transfer the number from the Agent Group Planner
Primary for this path.
Overflow

of the agent group designated

Group Exists

For the box labeled Overflow Group Exists, circle Yes if the first overflow group is to
be assigned to this path, or No if no overflow group is assigned. If Yes was selected,
repeat the planning steps above for each of the overflow groups.
lntetflow
Next to the box labeled Inter-flow, circle Yes if an inter-flow point is to be assigned
this path. Circle No if no inter-flow is to be assigned.
Interflow

Point

The Inter-flow Point # field specifies the access code for the inter-flow device. This
access code can be a listed directory number for a station, console, nightbell, ACD
path, station/set hunt group, UCD agent group, or system speedcall number.
If Select Drop is left blank, the system drops the call rather than allow the call to inter-flow.
If inter-flow is allowed for this path, enter the directory number of the inter-flow point.
During CDE, transfer this information from the Path Planner sheet to the Inter-flow Point
Access Code field on the ACD Path form.
Interflow

Timeout

The Inter-flow Timeout field specifies the waiting time for an ACD call before the system
routes the call to an inter-flow point outside the ACD system. The timer range is from
1 second to 54 minutes.
During CDE, transfer this information
from the path planner
Timeout field on the ACD Path form (Form 41).
Allow Overflow

sheet to the Inter-flow

to Interflow

The Allow Overflow to Inter-flow Point Before Timeout field specifies whether the system
can force calls to the interflow point as soon as the system determines
that the call is
unlikely to be answered, without waiting for the Inter-flow Timeout timer to expire.
During CDE, transfer this information from the path planner sheet to the Allow Overflow
to Inter-flow Point Before Timeout field on the ACD Path form (Form 41).

4-8

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March

1997

5 ACD Agent Sets
This section describes the ACD TELEMARKETER
SUPERSET 420 telephones
used by ACD agents.
features are provided:
ACD agent login and logout
Agent functions
Special feature keys, set displays

.
l

and/or

features on SUPERSET 410 and
Descriptions
of the following

indicators.

The information in this section is aimed at persons planning an ACD installation,
up an ACD system, and operating the sets in an existing system.

setting

ACD Agent Login/Logout
5.1

All ACD positions are linked to software, not hardware, so the system recognizes a
login from any SUPERSET 410 or SUPERSET 420 telephone
within the SX-200 ML
PABX, and immediately
transforms
the set to the user’s
preprogrammed
specifications.
The system routes calls to an agent only after the agent logs in to the
ACD system.
When a position logs in, the set’s name, COS, speedcall, and feature keys are replaced
by those assigned to the position in CDE. Call forwarding,
DND, redial, reminders,
callbacks or messaging are not affected by position login.
While agents are logged in to the ACD system, they can’t program

their personal

keys.

Login
To log in, the agent dials an access code followed by the ID number assigned through
CDE. Dial tone indicates a successful login. In addition, the status indicator beside the
Make Busy key turns on solid and ACD LOGIN appears briefly on display sets. It is
recommended
that you do not program multiple line appearances
of a prime line.
Login Conditions
The following
l

March

1997

conditions

must be met before

an ACD position

can log in:

The position must not be already logged in.
The position must be logging into a SUPERSET
410 or SUPERSET
420
telephone.
The position will be unable to log in when there are multiple line appearances
of
a prime line, or when there are key definitions in the position’s ACD Keys Template
for keys which are not physically
present
on the set (keys 7 to 15 on a
SUPERSET 410 set and keys 13 to 15 on a SUPERSET 420 set). An “INVALID
KEY” message will appear on the SUPERSET 420 in this case.
The position must have the ACD template
enabled in its Class of Service (COS).

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for the set type being programmed

5-l

ACD TELEMARKETER Applications

Package

The SUPERSET
telephone
cannot have a Programmable
associated with it.
The SUPERSET
telephone
must not have appearances
programmed
elsewhere in the system.

Key Module
of its prime

(PKM)
line

Logout
To log out, the agent dials the login/logout access code. ACD LOGOUT appears briefly
on display sets. Dial tone indicates a successful logout. To log in to another group, the
agent dials the access code followed by the ID number for the second group.
Logout

Conditions

An agent cannot log out while on an ACD call. If an agent on an ACD call (in progress
or on softhold) attempts to log out, the agent receives reorder tone.
If a position is logged in at a SUPERSET 470 or SUPERSET 420 set and the user
changes the set at that extension to an illegal ACD device, the position will be
automatically
logged out.

ACD Agent Functions
5.2

Each logged in agent uses a SUPERSET
470 or SUPERSET
420 telephone that is
normally programmed
with one line select key or personal key assigned as a Make
Busy key, and a second as a Queue Status key. SUPERSET
420 agents also have
access to a HELP softkey. The following subsections
describe the functions of these
keys and their operation.

Make Busy Key
Purpose
5.3

Every agent set should
Make Busy feature key.

be preprogrammed

with one personal

key allocated

as a

Activating the Make Busy feature prevents ACD calls from ringing the set. Normal
operation of the set is not affected and calls in progress are not disrupted. An agent
can press the Make Busy key when the set is idle or during a call. If the agent presses
the Make Busy key during a call, the set is automatically
placed in Make Busy state
when the agent goes on hook. The set remains in the Make Busy state until canceled
by the agent.
Operation
Press the Make Busy feature key. To cancel Make Busy, press the Make Busy key
again. When calls ringing the set are not answered within the period specified by the
Call Forward No Answer Timer in the agent’s COS, the system places the set in Make
Busy, and causes the LCD beside the Make Busy key to flash to advise the agent of
the Make Busy state (see below). The agent must press the Make Busy key to cancel
the Make Busy state.

5-2

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March

1997

ACD Agent Sets

Make Busy LCD indicators
The LCD indicator beside the Make Busy key will flash when the set is in the Make
Busy state, The LCD indicator remains on solid when the set is not in Make Busy mode.
Figure 5-l shows the LCD indicators associated with the Make Busy key.

KEY

STATUS

MAKE BUSY

LCD SYMBOL

IN MAKE BUSY

FAST FLASH (150 MSEC ON/l50

OFF)

NOT IN MAKE BUSY

SOLID TRIANGLE
EE0402

Figure

5-I

Make Busy LCD Indicator

Queue Status Key
Purpose
5.4

The Queue Status key and the LCD beside the key show the agent the current status
of the call waiting queue and the load condition of the queue.
The following operational
information
applies only to the SUPERSET 420 telephone
sets. Pressing the Queue Status key has no effect on the SUPERSET 4 70 telephone.
Note, however, that the LCD Indicators described below apply to all three telephone
sets.
Operation
When the Queue Status key is pressed, the main display on the set shows the queue
number, the number of ACD calls waiting in the queue, and the longest call waiting
time. Figure 5-2 shows a typical display on the SUPERSET 420 telephone set. In this
example, group number 1 is displayed, showing IO calls in the queue waiting to be
answered. The oldest call has been waiting for 3 minutes and 16 seconds.

Figure

March

1997

5-2 Sample

Issue 1

Queue

Revision 0

Status

Display

5-3

ACD TELEMARKETER Applications

Package

At this point, the agent can press the SuperKey to terminate the Queue Status display.
A NAME softkey will appear if the group had been assigned a name in CDE. Pressing
this softkey displays the group name.
While on an ACD call, the HELP softkey is available to agents who use SUPERSET
telephone
sets. Paragraph 5.5 describes the HELP function.

420

Queue Status LCD Indicators
The LCD beside the Queue Status key on the SUPERSET 4 70 and SUPERSET 420
telephones
indicates the load condition of the agent queue. The LCD is off when there
are no calls waiting for an idle agent. When ACD calls are waiting to be answered, the
LCD lights to indicate the queue status according to predefined threshold levels for
the agent’s group.
The LCD is updated periodically to indicate when a call remains waiting in the queue
beyond an assigned threshold time. Two status threshold times are programmed
in
CDE for each agent group. As the timers expire, the LCD is updated to inform the
agent of the workload. Figure 5-3 shows the LCD indicators associated with the Queue
Status key.
KEY
YJEUE STATUS

STATUS

LCD SYMBOL

NO CALLS WAITING

CALLS WAITING

BEFORE

FIRST THRESHOLD

PERIOD
El
SOLID TRIANGLE

CALLS WAITING BETWEEN
THRESHOLD
PERIODS

FIRST AND SECOND

mom
q mnmm
q mm

SLOW FLASH (750 MSEC ON/750 OFF)
CALLS WAITING
PERIOD

LONGER

THAN SECOND THRESHOLD

PULSED FLASH (600 MSEC ON1150 OFF)
CALLS HAVE OVERFLOWED

FAST FLASH (150 MSEC ON1150 OFF)

EEO4@

Figure

5-4

5-3 Queue

Issue 1

Status

LCD Status

Revision 0

Indicators

March

1997

ACD Agent Sets

HELP Softkey
Purpose
5.5

During an ACD call, SUPERSET
420 agent sets display the HELP prompt. Help
allows the agent, while involved in an ACD call, to request that a supervisor monitor
the call. The agent may also tape the call by pressing the HELP softkey and dialing
the directory number of a recording device. This recording device must be a member
of a hunt group.
The HELP function

is not available

on the SUPERSET

470 telephone.

Operation
To request help while involved in an ACD call, the agent presses the HELP softkey.
The display changes to CALL SUPERVISOR
(or CALL SENIORS. if the agent is
reporting directly to a senior supervisor).
Three choices are then presented to the agent. To complete the help request call to
the supervisor, the agent may press the YES softkey. If the agent decides to terminate
the help request, the SuperKey is pressed.
When the NO softkey is pressed, an ENTER NUMBER prompt appears. The agent
may select another help destination by either dialing a valid destination number or by
pressing a programmed
speed call. A valid destination
number in this case is the ID
for the supervisor or senior supervisor, or an access code for a recording hunt group.
Once a valid number has been entered, the agent presses the CALL softkey to
complete the call. HELP REQUESTED
appears on the agent set when the destination
begins to ring.
When the help request is answered, the agent set display changes to “XXXXX
INTRUDING”
where “XxXxX” is the helper’s extension number. If the destination
unavailable, the agent set displays DESTINATION
BUSY. The ENTER NUMBER
prompt is shown again to enable the Agent to redirect the request.
The person or recording device that responds to the help call is automatically
in a “listen only” state. A supervisor or senior supervisor may break into the
conversation
by pressing the TRANS/CONF
key.

placed

After Work Timer
Purpose
5.6

When an agent completes an ACD call, a programmable
“After Work Time” period is
allotted during which the agent can complete work generated by the ACD call.
Agents using SUPERSET
work is completed before
take the next ACD call.

March

1997

420 telephones
can cancel the “After Work Timer” if their
the timer expires. Canceling the timer allows the agent to

Issue 1

Revision 0

5-5

ACD TELEMARKETER Applications

Package

Displays are provided on SUPERSET 420 telephones
to indicate that the After Work
Timer is running. The SUPERSET
does not provide an After Work Timer display
and an agent using this set is unable to cancel the work timer.
Operation
To cancel

the After Work Timer, press the RESUME

softkey.

Auto Answer
5.7

The agent’s set can be programmed
with a COS option to auto-answer
when a call
arrives at the set. Auto Answer can be forced to be turned on when the agent logs in.
The auto-answer
process is described below:
1.

Call arrives at free agent.

The agent’s
ringing.

SUPERSET

470 or SUPERSET

The agent’s
connected.

SUPERSET

telephone

At the completion

Agent’s SUPERSETtelephone
Note below.

The After Work Timer starts.

When After Work Timer expires,

Agent’s SUPERSETtelephone
for all new calls.

Note:

5-6

answers

of the call, the external

420 telephone

gives

a burst

the call and the two parties

of
are

party hangs up.

gives a hang up tone (Miscellaneous

Tone).

See

a new call is waiting.
gives a burst of ringing, and the sequence

repeats

Agents occasionally
mistake the hang-up tone, which indicates the end of a call, for a burst of
ringing which indicates a new call. This can lead to confusion because the agent is actually on
the After Work Timer rather than answering a new call.

Issue 1

Revision 0

March

1997

6 ACD Supervisor and
Senior Supervisor Sets
This section describes the ACD TELEMARKETER
features on SUPERSET 420
telephones
used by ACD supervisors and senior supervisors.
SUPERSET 4 70
telephones
cannot be used in the supervisor or senior supervisor positions.
Descriptions
of the following features are provided:
9
l

9
l

Senior supervisor and supervisor login and logout
Senior supervisor and supervisor functions
Feature keys, reports, set displays and/or indicators
Call monitoring
Help calls

The number of agents involved determines whether there is a need for both supervisors
and senior supervisors to oversee ACD operations.
The information in this section is aimed at persons planning an ACD installation,
up an ACD system, and operating the sets in an existing system.

ACD Supervisor
6.1

and Senior Supervisor

setting

The system recognizes
a supervisor
only after the supervisor
logs in to the ACD
system. Once logged in, the set takes on the properties assigned to the supervisor
through CDE.
When a position logs in, the set’s name, COS, speedcall, and feature keys are replaced
by those assigned to the position in CDE. Call forwarding,
DND, redial, reminders,
callbacks or messaging are not affected by position login.
While supervisors
keys.

are logged

in to the ACD system, they cannot program

their personal

Login
To log in, the supervisor dials an access code followed by the ID number assigned
through the ACD Supervisor Form in CDE. ACD LOGIN appears briefly in the display,
and the supervisor hears dial tone.
Login Conditions
The following
l

March

1997

conditions

must be met before

an ACD position

can log in:

The position must not be already logged in.
The position must be logging in to a SUPERSET 420 telephone.
A SUPERSET 420 telephone
user will be unable to log in when key definitions
are in the position’s ACD Keys Template for keys which are not physically present

Issue 1

Revision 0

6-1

ACD TELEMARKETER Applications

Package

on the set (keys 13 to 15). An “INVALID
KEY” message will appear
SUPERSET 420 telephone in this case.
The position must have an ACD template enabled in its Class of Service

on the
(COS).

Logout

To log out, dial the access code again. ACD LOGOUT appears
and the supervisor hears dial tone. Press HANGUP or dial.

briefly in the display

If a position is logged in at a SUPERSET
set and the user changes the set at that
extension to an illegal ACD device, the position will be automatically
logged out.

ACD Supervisor Functions
6.2

The ACD supervisor position
one or more agent groups.

is reserved

for the individual

responsible

for supervising

Supervisors
are unable to answer ACD calls. Instead, they are assigned
pre-programmed
keys which allow them to display status reports for agent queues and
individual agents, establish a call monitor on an agent, or respond to a help request
from an agent.
The way in which a supervisor obtains status reports for agent queues and individual
agents differs slightly depending on whether the supervisor is responsible for one or
more than one agent group.
Two scenarios are described
group (starting at paragraph
(starting at paragraph 6.8).

in the following sections: supervisors with only one agent
6.4) and supervisors with more than one agent group

ACD Senior Supervisor Functions
6.3

The ACD senior supervisor
supervising agent groups.

supervises

one or more

supervisors

in addition

Senior supervisors
are unable to answer ACD calls. Instead, they are assigned
pre-programmed
keys which allow them to display status reports for agent queues and
individual agents, establish a call monitor on an agent, or respond to a help request
from an agent.
Senior supervisors
obtain status reports for agent queues and individual agents in
much the same way as supervisors with more than one agent group. The information
provided in paragraph 6.8 onward applies to both groups.

6-2

Issue 1

Revision 0

March

1997

ACD Supervisor

Supervisor
6.4

Set With One Agent Group:

and Senior Supervisor Sets

Overview

The supervisor responsible for only one agent group will use the Queue Status, Agent
Status, and Shift feature keys. The supervisor’s
SUPERSET
telephone
requires
only one Queue Status key. The remaining feature keys can be assigned as Agent
Status keys.
The Queue Status key provides ACD call queue information.
The Agent Status key
provides status reports for individual agents. The Shift key allows more than one agent
to be assigned to a single Agent Status key. These keys are described in more detail
below.

Queue Status Key: Supervisor

Set With One Agent Group

Purpose
6.5

The Queue Status key and the LCD beside the key serve two functions in showing the
supervisor the current status of the call waiting queue and the load condition of the
queue.
Bpfxation
The Queue

Status key is pressed

to display

a summary

of queue

activity.

The set displays the agent group number, the number of ACD calls in the queue waiting
to be answered, and the length of time the oldest call has been waiting.
Figure 6-1 shows a typical queue status display on the SUPERSET 420 telephone.
The display indicates that queue number 1 has 4 calls waiting to be answered. The
longest waiting call has been in the queue for 2 minutes and 4 seconds.

Figure
At this point, the supervisor
display.

6-1 Queue

Status

Display

can press the SuperKey

A NAME softkey will appear if the group was assigned
this softkey will display the group name.
To display the next report, the supervisor
Volume 1 key and the Volume ? key.

to terminate

the Queue

Status

a name during CDE. Pressing

can scroll forward

or backward

by using the

A HELP softkey displays a prompt PRESS KEY O-9. As each dial pad key is pressed,
a help message is displayed on the set to remind the user which report is associated

March

1997

Issue 1

Revision 0

6-3

ACD

‘ELEMARKETER Applications

Package

with that dial pad key. Table 6-l
that displays each report.

lists the supervisor

queue

status

A CANCEL softkey appears after the HELP softkey is pressed.
returns the supervisor set to the queue status mode.
Table 6-l

Supervisor

Key Number
0

Sample
21

and Senior Supervisor

WAIT

# ACD

. I--

IO:23

CALLS

ACD

CALL

#NONACD

NON

# MADE

AVG

BUSY

01:03

#ON

HOLD

AVG

HOLD

00:55

ACD

A senior supervisor
is shown below).
This report

01:23
BUSY

pressing

indicates

Condensed queue status report:
-ACD calls answered
-Number of abandoned ACD calls
-Number of logged in agents
-Number of times agents made busy
-Number of non-ACD calls handled by the
group.
The average waiting time, in minutes and
seconds, of logged in Agents in an Agent
Group.
Number of ACD calls the group has
answered.

Average duration of non-ACD calls.
2

Number of times agents made busy.
Average duration of make busy.
Number of ACD calls put on hard hold.
Average duration of ACD calls on hard hold.

the 0 Key will receive

# AGT LOGIN 6
the number of ACD agents

Issue 1

- Queue Status

Number of non-ACD calls made/answered
by the group.

CANCEL

Average duration of ACD calls.

02:23

I
1
I

Note:

6-4

TIME

Pressing

Meaning

Set Display

(See Note below.)

Reports

reports and the key

Revision 0

a different

logged

report

(an example

of which

in.

March

1997

ACD Supervisor

and Senior Supervisor Sets

Queue Status LCD Indicators
The LCD beside the Queue

Status key continuously
shows the load condition of the
agent group reporting to the supervisor. The LCD is off if there are no calls waiting for
an idle agent. When ACD calls are waiting to be answered, the LCD lights to indicate
the queue status that is based on predefined threshold levels defined for the group.
The LCD is updated periodically to show when a call remains waiting in the queue
beyond an assigned threshold time. Two status threshold times are programmed
in
CDE for each agent group. As the timers expire, the LCD is updated to inform the
agent of the workload. Figure 6-2 show the LCD symbols for queue status on the
SUPERSET 420 telephones.

KEY
;IUEUE STATUS

STATUS

LCD SYMBOL

NO CALLS WAITING
0
CALLS WAITING

BEFORE FIRST THRESHOLD

PERIOD

SOLID TRIANGLE

CALLS WAITING BETWEEN
THRESHOLD PERIODS

FIRST AND SECOND

mom
q mnmm
q mm

SLOW FLASH (750 MSEC ON/750 OFF)
CALLS WAITING
PERIOD

LONGER

THAN SECOND

THRESHOLD

PULSED FLASH (600 MSEC ON1150 OFF)
CALLS HAVE OVERFLOWED

FAST FLASH (150 MSEC ON1150 OFF)

EEO404

Figure

March

1997

6-2 LCD Queue

Issue 1

Status

Revision 0

Indicators

6-5

ACD TELEMARKETER Applications

Package

Agent Status Key: Supervisor

Set With One Agent Group

Purpose
6.6

The Agent Status key and the LCD beside the key serve two functions in showing the
supervisor the current status of an individual agent, and reporting on the performance
of the agent.
Operation
Press the Agent Status key to start the report displays, beginning with the current state
of the first agent in the group. An agent can be in any one of the following states:
LOG OUT
ACD CALL
NON ACD or DND
MAKE BUSY

WAITING
ACD WORK
ACD HOLD

Pressing subsequent
keys allows the supervisor to identify the name of the agent and
to obtain further agent status information. Ten categories of agent reports are available
to the ACD supervisor.
It is not necessary to exit one Agent Status display before moving on to check the
status of the next agent. Pressing the Agent Status key while already in agent status
mode allows the supervisor to start the report display for the next agent.
Figure 6-3 shows a sample
key is pressed.

display

on the SUPERSET

The supervisor is then presented with a number
terminates the Agent Status display.

420, when the Agent Status

of options.

Pressing

the SuperKey

Pressing the NAME softkey identifies the agent associated with the displayed agent
status. Additionally, when these softkeys are pressed, the CALL softkey is displayed.
This key allows the supervisor to call the agent without dialing the Agent ID number
or extension number.
To display the next report, the supervisor
Volume & key and the Volume 1‘ key.
The FWD or BACK softkeys
previous agent in the group.

6-6

can scroll forward

allow the supervisor

Issue 1

Revision 0

or backward

by using the

to move on to the next or to the

March

1997

ACD Supervisor

and Senior Supervisor Sets

To access the HELP softkey, the user must press an Agent Status key and then dial
0 on the dial pad. The HELP softkey prompts the user to ‘PRESS KEY O-9’. Pressing
a dial pad key displays a help message to remind the user which repot-t is associated
with the dial pad key. See Table 6-2 for a list of dial pad keys and examples and
explanations
of the agent reports available.

Table 6-2 Senior Supervisor
Key Number

March

1997

and Supervisor

Sample Set Display

398

BOB

WAIT

# ACD

ACD

#NONACD

NON

# MADE

AVG

BUSY

02:58

#ON

HOLD

AVG

HOLD

00:47

Reports

- Agent Status
Meaning

Agent identification

TIME

01 :55

CALL
CALL

Average duration of ACD calls.

Number of non-ACD calls made/answered
by the agent.

01:46
BUSY

Issue 1

Average waiting time for the agent.
Number of ACD calls answered by the
agent.

02:25

ACD

number and name.

Average duration of non-ACD calls.
2

Revision 0

Number of times the agent made busy.
Average duration of make busy state.
Number of ACD calls put on hard hold.
Average duration of ACD calls on hard hold.

6-7

ACD TELEMARKETER Applications

Package

Agent Status LCD Indicators
The LCD beside the Agent Status key continuously
shows the call-status of the agent
assigned to the key. The LCD is off when the agent is logged out. The display changes
to reflect changes in the status of the ACD agent. Figure 6-4 describes the agent status
LCD indicators on a SUPERSET 420 telephone.

KEY
AGENT STATUS

STATUS
AGENT LOGGED

OUT

AGENT LOGGED

IN - NO CALLS WAITING

LCD SYMBOL

q mnmm
q mm

PULSED FLASH (600 MSEC ON1150 OFF)
AGENT IN MAKE BUSY STATUS

FAST FLASH (150 MSEC ON/i50

a
mom

AGENT ON ACD CALL

AGENT ON NONACD

OFF)

CALL OR DND

SLOW FLASH (750 MSEC ON/750 OFF)

q
El

ACD CALL ON HOLD

AFTER-CALL

Figure

6-8

WORK TIMER

6-4 LCD Agent

Issue 1

Status

Revision 0

Indicators

March

1997

ACD Supervisor

Shift Key: Supervisor

6.7

and Senior Supervisor

Sets

Set With One Agent Group

If an ACD supervisor
has more agents than available keys, the system provides a
Shift key. The Shift key allows the supervisor’s
set to accommodate
more than one
agent on a single Agent Status key.
Operation
If there are three agents in a group and two Agent Status keys information
one and two is displayed by Agent Status keys one and two respectively.

for agents

Reports for the third agent are viewed on the first Agent Status key and are accessed
by pressing the Shift key followed by the Agent Status key. At this point, the name and
ID of Agent 03 are displayed and the LCD indicator shows the status of the third agent.
Figure 6-5 provides an example of a configuration
with three Agent Status keys and
seven agents. Pressing Agent Status key 1 displays the status of Agent 1. Pressing
the Shift key at this point displays Agent 4. Agents 2 and 3 are associated with Agent
Status keys 2 and 3 respectively.

KEY NAME

Agent Status
Key #l display

Agent Status

Agent 1

Shift

none

Agent 7

March

1997

none

Agent 1

6-5 Using

Issue 1

Agent 6
I

Figure

Agent 3

Agent 5

Agent 4

Shift

Agent Status
Key #3 display

Agent 2

Shift

Agent Status
Key #2 display

Agent 2

the Shift

Key to Check

Revision 0

Agent

Agent 3

Status

6-9

ACD TELEMARKETER Applications

Senior Supervisors
Overview
6.8

Package

and Supervisors

With More than One Agent Group:

Senior supervisors
and supervisors
who are responsible
for more than one agent
group use one Queue Status key for each agent group, the Shift key and the AGENT
softkey.
Senior supervisors
and supervisors
who are responsible
for more than one
agent group cannot have Agent Status keys programmed
on their sets.
Each Queue Status key provides information about one of the agent groups. The Shift
key allows the senior supervisor or supervisor’s telephone set to accommodate
more
than one agent group on a single Queue Status key. The AGENT softkey provides
individual agent status information.
These keys are described in more detail below.

Queue Status Key: Senior Supervisors
Agent Group

and Supervisors

With More than One

Purpose
6.9

The Queue Status key and the LCD display
senior supervisor
or supervisor
with queue
agent group.

beside the key (Figure 6-2) provide the
and load condition information
for one

In addition, the AGENT softkey, which appears after the Queue Status key has been
pressed, provides reports on individual agents within the displayed group.
Operation
Press the Queue Status key of the desired agent group. The set displays the agent
group number, the number of ACD calls in the queue waiting to be answered, and the
length of time that the oldest call has been waiting.
Figure 6-3 shows a typical queue status display on the SUPERSET 420 telephone.
The display indicates that queue number 5 has 10 calls waiting to be answered. The
longest waiting call has been in the queue for 2 minutes and 4 seconds.

Figure

6-6 Agent

At this point, there are several options
Pressing the SuperKey will terminate

Status

Display

available to the senior supervisor
the Queue Status display.

The NAME softkey will display the name of the agent
assigned during CDE.

group,

if a name

or supervisor.
had been

Pressing the HELP softkey displays the prompt PRESS KEY O-9. As each dial pad
key is pressed, a help message is displayed on the set to remind the user which report

6-10

Issue 1

Revision 0

March

1997

ACD Supervisor

is associated with that dial pad key. Table 6-1 lists the queue
key that displays each report.

and Senior Supervisor Sets

status reports

and the

To display the next report, the senior supervisor or supervisor can scroll forward or
backward to the next agent report by using the Volume .L key and the Volume ‘? key.
READ or AGENT Softkey
The AGENT softkey also appears after the Queue Status key has been pressed. This
softkey provides access to a variety of reports for individual agents within the displayed
group.
The identification
of the first agent in the group is displayed initially. From this point,
the senior supervisor or supervisor can scroll backward or forward through agent
reports, call the agent by pressing the CALL softkey, request help on agent reports
(see Table 6-2), move onto the next or previous agent in the group (FWD and BACK
softkeys) or CANCEL the agent reports and return to Queue Status mode.

Shift Key: Senior Supervisors

6.10

and Supervisors

With More than One Agent Group

The Shift feature key is assigned during Customer Data Entry. It is required when the
number of agent groups that a senior supervisor or supervisor controls is greater than
the number of Queue Status keys on the supervisory set.
The Shift key allows one Queue Status key to address more than one agent group.
This key has no effect when the number of Queue Status keys programmed
is greater
than the number of agent groups.
Operation
If there are three agent groups and two Queue Status keys, information for agent
groups one and two is displayed by Queue Status keys one and two respectively.
Reports for the third agent group are viewed on the first Queue Status key; they are
accessed by pressing the Shift key and then the Queue Status key. At this point the
name and ID of Agent Group 3 is displayed and the LCD indicator reflects the status
of the third agent group.
The example in Figure 6-7 shows a configuration
with three Queue Status keys and
seven agent groups. Pressing the Queue Status key 1 displays the status of Agent
Group 1. Pressing the Shift key at this point displays Agent Group 4.
Queue Status
Key #I display

Queue Status
Key #2 display

Queue Status
Key #3 display

Queue Status

Agent Group 1

Agent Group 2

Agent Group 3

Shift

Agent Group 4

Agent Group 5

Agent Group 6

Shift

Agent Group 7

none

Shift

Agent Group 1

Agent Group 2

Agent Group 3

KEY NAME

Figure

March

1997

Issue 1

6-7 Shift

Key Operation

Revision 0

6-1 1

ACD TELEMARKETER Applications

Package

Call Monitoring
Purpose
6.11

The Call Monitoring feature allows the senior supervisor or supervisor to listen-in on
an agent’s conversation.
During a call monitor, the system gives the supervisory set a
one-way
audio path, thus preventing
the agent and the caller from hearing the
supervisor.
Restrictions
The monitoring can be performed on any line and on any agent conversation
that can
be overridden. Monitoring is not permitted, for example, on 5-party calls, held calls and
conferences.
Keyline privacy is ignored for the call monitor.
Programming
To enable
0
a

assign
form
enable

monitoring:
an ACD Silent Monitoring
System

access code in the Feature

Access

Code CDE

Option 42, ACD Silent Monitoring

If agents are to be notified when a monitor is in progress, enable System Option 43,
ACD Silent Monitoring Beeps. When the monitoring starts, the agent hears beeps and
the set displays the extension number of the monitoring set followed by “INTRUDING”.

The senior supervisor or supervisor initiates a call monitor
access code, followed by the agent’s ID code.
l

0
0
l

by dialing the ACD Monitor

If the agent set is idle and COS option 655 is disabled in the supervisor’s
class of
service, the supervisory set indicates the agent’s set is idle.
If the agent is in a call and call monitoring begins, the supervisory set displays the
extension number of the agent’s set.
An agent may be monitored by only one supervisor at a time. A senior supervisor
or supervisor
attempting
to monitor an agent who is already being monitored
receives busy tone and the normal busy display.
An illegal user attempting
to set up a monitor causes an ACCESS DENIED
message to appear on the set.
An attempt to monitor an agent who is not logged in results in a set displaying that
the number is invalid.
Attempting to monitor an agent who has Do Not Disturb activated and is idle results
in the supervisory set displaying that the set has Do Not Disturb activated.

At any time while monitoring, the senior supervisor
conversation
by pressing the TRANS/CONF
key.

or supervisor

may enter the

If COS option 655 is disabled in the supervising set’s class of service, that supervisor
will be disconnected
from monitoring when the agent places the caller on hold, transfers

6-12

Issue 1

Revision 0

March

1997

ACD Supervisor

and Senior Supervisor

the call, or the call is terminated
by the agent or the ACD caller. The supervisory
displays “DISCONNECTED”
and the system gives re-order tone.
If COS option 655 is enabled in the
will not be disconnected
regardless
agent set places the caller on hold,
terminate their call, the supervisor’s
“WAITING”.
The supervisor

ends monitoring

Sets

set

supervising set’s class of service, that supervisor
of the call state, unless the agent logs off. If the
performs a transfer, or the agent or ACD caller
set goes into waiting state and displays

by pressing

the CANCEL

key.

Help Call Feature
6.12

The Help Call feature is initiated by an agent who needs assistance from a supervisor.
A supervisor or senior supervisor receiving a help request gets an audible and visual
indication on the SUPERSET 420 telephone.
Operation
When an agent initiates a help request, the supervisory set rings and the display
changes to “HELP” followed by the agent’s name and ID number. When the senior
supervisor or supervisor lifts the handset, a monitor begins. To form a conference with
the agent and ACD caller, the supervisor/senior
supervisor must press the
TRANSCONF
key.
If a help request is sent to a busy supervisory set, the set rings and displays “HELP”
with the agent’s name and ID. The supervisory set can only handle the request after
the current call is terminated.
If auto answer is enabled
will ring until the handset

March

1997

at a supervisory
is lifted.

Issue 1

telephone,

Revision 0

it will be ignored.

The telephone

6-13

ACD TELEMARKETER Applications

6-14

Package

Issue 1

Revision 0

March

1997

7 Reports
The ACD TELEMARKETER
package generates a series of printer directed reports
that list call and performance
information for agents, paths, and groups. The Agent
Shift Summary Record covers the agent’s logon period and is automatically
printed
when an agent logs off. The Path and Group Summary reports present information
collected over a pre-defined
period.
The reporting parameters
may be selected through the maintenance
terminal or the
console. Refer to Report Commands (paragraph 7.5) for descriptions of the parameters
and how they are selected.

Agent Shift Summary
7.1

Record

An Agent Shift Summary Record prints automatically
whenever an agent logs out.
Once enabled, this report requires no predefined time parameters.
Refer to the SET
Command
section of paragraph
7.5 for instructions
on enabling
the Agent Shift
Summary Record.
Figure 7-I and Figure 7-2 provide examples
fields in the record are defined in Table 7-l.

DATE

GRP AGENT

EXTN

SHIFT

00349

01432

13:28

06:35

091271950018

CALLS

of Agent Shift Summary

TIME

0485 03:34:51

EXT-OUT

TIME

0016

01:25:28

MAKEBUSY
1

Records.

The

TIME
00:15:02

cc0417

Figure

7-1 Agent Shift Record - Example

The display in Figure 7-1 shows that on September 27,1995, agent 349 of agent group
18 at extension 1432 logged on at 13:28 for a period of 6 hours and 35 minutes.
The agent answered
seconds.

485 ACD calls which lasted a total of 3 hours, 34 minutes

and 51

Sixteen non-ACD external outgoing calls lasting a total of 1 hour, 25 minutes and 26
seconds were made by this agent during the shift. The agent’s extension was in Make
Busy state once for 15 minutes and 2 seconds.

DATE

GRP AGENT

11112/94 0001

24157

EXTN

SHIFT

CALLS TIME

05211

08:26

07:45

0036 07:01:23

EXT-OUT

TIME

MAKEBUSY

TIME

0008

00:31:52

00:35:10

Cc&l18

Figure

7-2 Agent

Shift Records

- Example

The example in Figure 7-2 shows that on November 12, 1994, agent 24157 of agent
group 1 at extension 5211 logged on at 08:26 for a period of 7 hours and 45 minutes.
March

1997

Issue 1

Revision 0

7-l

ACD TELEMARKETER Applications

The agent answered
seconds.

Package

36 ACD calls which

lasted a total of 7 hours, 1 minute and 23

Eight non-ACD external outgoing calls with a total duration of 31 minutes and 52
seconds were placed by the agent during the shift. The agent’s extension was in Make
Busy state three times and it spent a total of 35 minutes and 10 seconds in Make Busy.
Table 7-1 Agent Shift Summary
Softkey

Label

Record Fields

Function

DATE

Month/day/year

(mm/dd/yy).

GROUP

Agent group (4 digits).

AGENT

Agent ID (5 digits).

EXTN

Extension number (5 digits).

SHIFT

Agents’ shift length (hh:mm).

CALLS

Number of ACD calls answered

TIME

Total time spent by the agent on ACD calls (hh:mm:ss).

EXT-OUT

Number of non-ACD external outgoing calls made (4 digits).

TIME

Total time the agent spent on non- ACD external outgoing calls
(hh:mm:ss).

MAKE BUSY

Total number of times that the agent went Make Busy.

TIME

Total time the agent’s extension was in Make Busy (hh:mm:ss).

by the agent (4 digits).

Path Summary Report
7.2

A Path Summary
l

total counts
the number

Report is printed only for programmed

for traffic entering the path during the specified
of those calls that were answered, abandoned,

Figure 7-3 provides an example
defined in Table 7-2.
PERIOD:

entities. This repot-t includes:

7-NOV-95

of a Path Summary

Report.

time period
and interflowed.

Fields in the report are

8:30 TO 4:30

PATH

ENTERED

ANSWERED

ABANDONED

1732

1578 000:15

0020 003:08

INTERFLOWED

SERVICE

0134 003:27

CC0420

Figure

7-3 Sample

Path Summary

Report

The example in Figure 7-3 shows that path number 23 received
these, 1578 were answered within an average of 15 seconds.

7-2

Issue 1

Revision 0

1732 calls and, of

March

1997

Reports

Twenty calls were abandoned
after waiting an average of three minutes and eight
seconds. The 134 calls that inter-flowed out of the path did so after an average time of
three minutes and 27 seconds. No calls were answered within the Path Service Level
time.
Table 7-2
Softkey

Label

Report

Fields

Function

PATH

Path number.

ENTERED

Total number of calls entering this path.

ANSWERED

Total number of calls entering this path that were answered and the
average time to answer.

ABANDONED

Number of calls which entered this path that were abandoned
average time the caller waited before abandoning.

INTERFLOWED

Number of calls which inter-flowed out of this path and the average time
before inter-flowing.

SERVICE

Number of callers that were answered
this time frame.

Group Summary
7.3

Path Summary

within the path service level in

Report

A summary
information
9

and

record for the Group Reports is printed for programmed
in the Group Summary Report is categorized
as:

entities

only. The

offered
answered
non-ACD

external

calls

non-ACD other calls
the average number of agents

Figure 7-4 provides
fields in this report.
GROUP
12

an example

OFFERED
0174

Figure

logged

in during the period.

of a Group Summary

ANSWERED

NONACD
EXTERNAL

NON-ACD
OTHER

0131

0015 4:09

0021 157

2:21

7-4 Sample

Group

Summary

Report.

Table 7-3 defines

the

Report

The example above shows that agent group number 12 was offered 174 calls, 131 of
which the group handled. Each agent spent an average of two minutes and 21 seconds
speaking to the caller.
The 15 non-ACD external calls placed by the group had an average duration of four
minutes and nine seconds. Other non-ACD calls, a total of 21, lasted an average of
one minute and 57 seconds. An average of seven agents were logged in for this report
period.

March

1997

Issue 1

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7-3

ACD TELEMARKETER Applications

Package

Table 7-3 Group Summary
Softkey

Label

Report

Fields

Function

GROUP

Group number being summarized.

OFFERED

Total number of calls offered to the group during the reporting
period from all paths.

ANSWERED

Total number of ACD calls that were answered by this group
and the average length of time agents spent talking to the caller.

NON-ACD
EXTERNAL

Total number of external calls made by this group and the
average time of these calls.

NON-ACD

OTHER

Total number of calls, other than non-ACD external calls and
ACD calls, made and received by the group and the average
time of these calls.

AVERAGE

LOGGED IN

Average number of agents logged in during the period. The
number logged in is calculated every time that the queue status
keys are updated, and these counts are then averaged.

Printing Reports
7.4

Before the reports
follows:

can be printed,

CDE Form 34, Directed
-

assign

assignment

must be completed

the ACD AGT SUM and ACD GRP SUM printouts.

Refer to the Customer

7-4

the printer

Data Entry Practice

Issue 1

Revision 0

for programming

details.

March

1997

Reports

Report Commands
7.5

Either the maintenance
terminal
or console
can be used to enter the softkey
commands
and parameters
needed to start the ACD Reports. Refer to the RS-232
A&intenance
Terminal Practice for instructions
on using the terminal. The following
subsections
describe the report commands.

Accessing Reports
To access the reports, log in to maintenance
at the console or maintenance
terminal
using the correct USERNAME
and PASSWORD.
Figure 7-5a displays the softkey
labels that appear after maintenance
login.
To access the ACD Reports subform, press the ACD-REPORTS
softkey. The softkey
labels at this level are shown in Figure 7-5b. The SET softkey sets up the various
parameters
for the summary reports. The SHOW softkey shows the current setup of
the ACD printouts. QUIT exits the user from the ACD Report mode. These softkey
commands
are described in more detail below.

I-SYSTEM

J-DIAGNOSTICS

5%TRAFFIC-MEAS

6-QUIT

7-LOGS

8-ACD-REPORTS

g-REPORTS

O-

A) SOFTKEY

LABELS AFTER MAINTENANCE

I-SET

2- SHOW

6-QUIT

O-

B) SOFTKEY

LABELS FOR ACD REPORTS

cc0421

SUBFORM

Figure 7-5 Accessing Reports: Softkey Labels
SET Command
Use the SET command to enter or change any ACD Report parameters.
the SET softkey, the prompts change as shown in Figure 7-6.

I-AGENT-SHIFT

2-PERIOD

3-DURATION

4-AUTOPRINT

5-CANCEL

7-START-TIME

8-GRP-SUMMARY

O-

After pressing

cc0422

Figure 7-6 So,ftkey Labels, SET Softkey Subform

March

1997

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7-5

ACD TELEMARKETER Applications

Package

Use the softkeys to enter the required data and to exit from the ACD REPORT
The softkey functions are described in Table 7-4.
Table 7-4 SET Softkey

Softkey

Label

Subform

function.

Functions

Function

AGENT-SHIFT

Enables/disables printing of the agent shift summary reports.
Enabled by default.

PERIOD

Sets the length of each reporting period from 10 minutes to 1 hour in
1 O-minute intervals. The default is 10 minutes.

DURATION

Sets the number of reporting periods. The duration must be a minimum of
one period. The product of the duration multiplied by the period must be less
than or equal to 24 hours. The default duration is 6 periods.

AUTOPRINT

Enables/disables printing of an intermediate
porting period. Enabled by default.

CANCEL

Terminates the SET command.

START-TIME

Sets the time of day, at lo-minute intervals, when the shift data collection
starts. The start time must be defined before the group summary reports can
be enabled. The default start time is 08:OO.

GRP-SUMMARY

Enables/disables printing of the group summary reports.
Disabled by default. A start time must be defined before the report is enabled.

Note:

report at the end of each re-

The DURATION, PERIOD, GRP-SUMMARY,
and the START-TIMEcannot
bechanged
the report is running. Stop the report before attempting to change these parameters.

The start time is used to clear the shift buffers, even if no printouts
MONITORS section.

are enabled.

once

See ACD

SHOW Command
Use the SHOW command to display the status of the ACD reports.
softkey is pressed, the labels change as shown in Figure 7-7.

Figure

7-6

3-STATUS

7-7 Softkey

Issue 1

Labels

for SHOW

Revision 0

After the SHOW

5-CANCEL

Softkey

Subform

March

1997

Reports

Use the softkeys to enter the required
described in Table 7-5.

data. The SHOW subform

Table 7-5 SHOW Softkey
Softkey

Subform

Label

STATUS

softkey

functions

are

Functions

Function

The STATUS softkey displays the following information in the screen
window:
GROUP SUMMARY: ON/OFF

CANCEL

STATUS

: Active/Inactive

AUTO PRINT

: ON/OFF

STARTTIME

: hh:mm

PERIOD

: nn minutes

DURATION

: nn periods

AGENT SHIFT

: ON/OFF

Cancels the show command.

QUIT Command

This softkey command
console or terminal.

March

1997

allows the user to exit from the ACD REPORT

Issue 1

Revision 0

mode at the

7-7

ACD TELEMARKETER Applications

7-8

Package

Issue 1

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March

1997

8 ACD Monitors
The ACD Monitors act as a “window” to the ACD system by giving ACD supervisors
an event-display
that is updated after the completion of each ACD activity. This section
describes the purpose and content of each monitor and defines the monitor fields and
the keys available in each display.

Four Types of Monitors
8.1

The monitors allow access to four areas of the ACD
supervisor may view current information for:

TELEMARKETER

system.

The

System Activity
The System Activity monitor displays the current status of the ACD system. The display
shows the number of agents logged in, the number of calls in the system, and general
statistics on agent performance.
Refer to paragraph 8.4 for further details.
Paths
The Path Summary monitors are a series of displays for individual paths. Displays
include the CDE programmed
parameters of the path, the current activity on the path,
and a brief statistical analysis for the path. See paragraph 8.5.
Agent Groups
The Agent Groups Summary monitors are a series of displays for individual agent
groups. Displays include the CDE programmed
data for each agent group, the current
activity of the group, and a brief current and historical analysis of statistical data for
the group. Refer to paragraph 8.6.

The Agent Information
monitors are a series of displays for individual ACD agents.
Displays include CDE programmed
data for each agent in the system, the current
activity of the agents, and a brief current and historical analysis of statistical data for
the agents. More details are provided in paragraph 8.7.

Hierarchy

of Monitor

Displays

8.2

The monitor data is presented
in a series of displays
on a standard
VTIOOTM
compatible
terminal. Most displays show a summary of performance
over the last
hour of operation, or from the beginning of an agent’s shift. The monitors are arranged
in a hierarchy as shown in Figure 8-l.

March

1997

Issue 1

Revision 0

8-l

ACD TELEMARKETER Applications

Package

MONITOR

PATHS SUMMARY

P!OG

STATS

ACD SYSTEM

AGENT GROUPS

11 ,I,,,

[

P!OG

SUMMARY

STATS

AGENTS SUMMARY

11 ‘IT,

P!OG

STATS

I) ijl”l7-Y

)

cc0374

Figure

Accessing

8-I

Monitor

Hierarchy

Monitors

Restrictions
8.3

The monitors are accessed through a VTIOO-type terminal connected
to a dataset.
The dataset connects each Data Terminal (DTE) to a DNIC circuit on the SX-200 ML
PABX. The DTE connected to the dataset must be an ASCII data device that uses an
RS-232C interface.
As many as four users can access the monitors simultaneously.
While most displays
are updated every 5 to 10 seconds, the update rate will vary according to the number
of users currently requesting monitor displays.
Entering

Monitor

Mode

Perform the following
terminal:

steps to gain access to the monitors

key. The system

Press

responds

through

a VTIOO-type

with:

Welcome to Mite1 SX-200 Data Switching Note: 1.

8-2

Issue 1

Revision 0

March

1997

ACD Monitors

To request the monitors,
progress as follows:

enter: MONITOR ACD or M ACD. The display

shows call

1 - VT1 00 compatible
2 - IBM PC
select terminal type: 1
enter password: 1000
3.

If the limitation of four simultaneous
monitors has been exceeded,
response following the MONITOR ACD request changes to:

the system

Ringing
System Busy, Try Again Later
Note:

The system response
the DataTransceiver’s

is a programmable
Class Of Service.

herald that is selected during the programming
of
Refer to the CustomerData
Entry Practicefor details.

The default password is 1000; however, the password is programmable.
Contact your
communications
manager if the password needs to be changed. New passwords are assigned
by accessing CDE Form 28 from a maintenance
terminal or console. The level of access for
monitors is softkey number 2, SUPERVISOR.

Once logged in to the system, the user is presented
screen, described in detail in paragraph 8.4.

March

1997

Issue 1

Revision 0

with the SYSTEM

ACTIVITY

8-3

ACD TELEMARKETER Applications

Monitoring

System

Package

Activity

System Activity Monitor Display
8.4

After selecting
MONITOR
ACD, the supervisor
is presented
with the SYSTEM
ACTIVITY monitor (Figure 8-2). This display contains a summary of the entire ACD
system showing all current call activity and agent activity as well as a summary of
system performance
over the past hour.
The fields in the System

4:06

Ptl

20-JMI-97

Activity Monitor

display are described

in Table 8-2.

HITEL MD Telenarketer

Figure 8-2 System Activity Monitor Display
System Activity Monitor Softkeys
The System Activity monitor display is accompanied
by softkeys used to enter the
second level in the monitor hierarchy. The softkeys presented with this display provide
access to detailed displays of performance
of specific paths, agent groups or agents.
Table 8-1 explains the various softkeys and their purpose.

8-4

Issue 1

Revision 0

March

1997

ACD Monitors

Table 8-l
Softkey

System

Activity

Monitor

Label

PATHS

Softkeys

Function
Prompts the user to specify a path ID. Displays the Path Monitors for the
selected Path. Refer to paragraph 8.5 for details.

AGENT GROUPS

Prompts user to specify an Agent group number. Displays the Agent Group
monitors for the selected group. Refer to paragraph 8.6 for details.

AGENTS

AGENTS prompts for an Agent Id number. Displays the Agent Monitors
showing current agent activity and the last hour’s statistics. Refer to paragraph
8.7 for details.

LANGUAGE

LANGUAGE provides a FRANCAIS softkey; when pressed, it converts softkey
prompts and the command line to French. When prompts are in French, the
softkeys toggle to LANGUAGE and ENGLISH to allow selection of English
prompts.

QUIT

Logs the user out of the Monitor ACD application and terminates

Prints the System Activity form on the printer used for the ACD Monitor Print.

Table 8-2 Terms Used In System
Term

Activity

the session.

Display

Meaning
Caller Activity

Callers
Calls Wtg

The number of callers within the ACD system including callers talking to agents
and callers waiting for agents, but not including callers in the delay for ringback.
The number of callers queued up waiting for an agent to become available,
including those listening to silence, music, alternate music, or a recorded
announcement.

Longst Wtg

The duration, in minutes and seconds, of the call that has been waiting longest
in the queues.

Under 1 st

The percentage of callers in the system that have been waiting less than the first
threshold time programmed for the primary group of the path.

Between

The percentage of callers in the system that have been waiting longer than the
first threshold time but less than the second threshold time programmed for the
primary group of the path.

After 2nd

The percentage of callers in the system that have been waiting longer than the
second threshold time programmed for the primary group of the path.

On Recrdng
Held Calls

The number of calls that are listening to a recorded announcement
in the queues.

while waiting

Indicates the number of ACD callers that have been placed on hold.
Page 1 of 2

March

1997

Issue 1

Revision 0

8-5

ACD TELEMARKETER Applications

Package

Table 8-2 Terms Used In System

Activity

Term

Display

(continued)

Meaning
Agent Activity

On ACD

The number of agents currently on ACD calls.

Ready

The number of agents currently ready. Those agents are not on any type of call
and are available to receive ACD calls.

Make Busy

The number of logged in agents that are in MAKE BUSY. These agents receive
no ACD calls.

DND

The number of logged in agents that have DO NOT DISTURB activated. These
agents receive no ACD or non-ACD calls.

On Non ACD
Logged On
Logged Off

The number of agents currently involved in incoming non-ACD calls or agent
originated calls.
The number of agents currently logged into ACD.
1 The number of agents currently NOT logged in to the ACD system.
Summary

Entered
Time To Ans

- Last Hour

The total number of ACD calls that have entered a path in the ACD system over
the past hour.
The average time before a call is answered

by an agent.

SVC Level

The summary - from all paths in the system - of the path service level statistics.
The first field shows the number of calls answered within the paths’ service time;
the second is the percentage of calls answered outside of the service time.

Ans By Agt

The number of calls received over the past hour that have been answered by an
agent and the average duration of the calls.

Ans By Agt

The percentage of all ACD calls that entered over the past hour that were
answered by an agent.

On Non ACD

Abandoned

The number of calls over the past hour that were either incoming non-ACD calls
answered by an agent or agent originated calls, and the average duration of
these calls.
The number of callers who abandoned before being answered
the average time a caller waited before abandoning.

by an agent and
Page 2 of 2

8-6

Issue 1

Revision 0

March

1997

ACD Monitors

Monitoring

Paths

Accessing
8.5

the Path Summary

Display

To access the Path Summary display, the user presses the PATHS softkey at the
system level. The system responds by asking for a path access code. After the user
enters a valid path access code, the screen changes to the Path Summary display
shown in Figure 8-3.

4:13

Ptl

20-JBH-97

PRTH PftTH
HUH HfiHE
,

HITEL ACD Telenarketer

HUll COHN
SUtUlARY - LfiST HOUR
MCESS CfiLLS TO
CODE UT6 fi6TS ENTERED RHSUERED BBAHDOHED IHTERFLOUED

1 SRLES
2 SERUICE

4444
4445

10
-

4 RR:R8
:

1
-

10% IJo:
:

l-PROGRRtlHIHG

2-STITISTICS

3-BCTIUITY

5-CRHCEL

7-PRIHT

R-

Figure
Path Summary

8-3 Path Summary

Display

The system displays path information on four forms. Entry into the Path monitor sublevel begins with the Path Summary display (Figure 8-3) which shows activity on the
requested path.
The chosen path is the top entry on the display. If the user presses the RETURN
without first entering a path number, the lowest number path is displayed.

key

Entering an illegal number, such as an unprogrammed
or out-of-range
path, results in
an error message on the work-line. The system offers the CANCEL softkey. The

key also cancels the error message.

March

1997

Issue 1

Revision 0

8-7

ACD TELEMARKETER Applications

Table 8-3 describes

Package

the fields in the Path Summary

Display.

Table 8-3 Terms Used In Path Summary
Term

Display

Meaning
Current

Path Num

Information

The path number. Paths are displayed in ascending order by path numbers
(range = 1 - 50).

Path Name

The name of the path as programmed

Access Code

in CDE.

The access code of the path (1 - 5 digits).

Num Calls Wtg

The number of ACD calls which originated on this path that are currently
queued against any of the groups programmed in the path.

Conn To Agts

The number of callers from this path currently talking to agents of any of the
groups programmed in this path.
I

Summary
Entered

- Last Hour

The number of calls that entered this path. See Note below.

Answered

The first entry is the number of calls answered by all groups in the path. The
second entry is the average time to answer for those calls.

Abandoned

The first entry is the number of callers who abandoned while waiting for a
group in this path. The second entry is the percentage of the calls offered
that this represents, and the third is the average time a caller waited before
abandoning.

Interflowed

The first entry is the number of callers who interflowed out of this path. The
second entry is the average time to intet-flow for those calls.

Note:

The Entered field on the Path Summary shows the number of times a call entered the path. In
cases where a path interflows to itself or to another path, each call that interflows increments
the entered count. Therefore, one call into the system may have “entered” many times.

Path Summary

Softkeys

From this point, softkeys allow the supervisor
categories: CDE programmed
data, statistics
and current path activity.

to access detailed information
in three
gathered on the path over the past hour,

The softkeys for the Path Summary monitor are described in Table 8-4. The displays
that result from pressing the PROGRAMMING,
STATISTICS and ACTIVITY softkeys
are discussed in the following paragraphs.

8-8

Issue 1

Revision 0

March

1997

ACD Monitors

Table 8-4 Path Summary
Softkey

Label

Display

Softkeys

Function

PROGRAMMING

Displays the Path Programmed Data form that shows information programmed
in CDE for the path currently bracketed by the work-line arrows. The Path
Programmed Data form is described on page 8-l 0.

STATISTICS

Accesses the Path Statistics form that contains a statistical overview of
activity on the path at the present moment, as well as a summary of statistics
collected over the past hour.

ACTIVITY

Accesses the Path Activity display that contains a frequently updated view of
current traffic on the selected path including waiting callers and idle agents. The
Path Activity form is described on page 8-14.

CANCEL

Returns the user to the System level display. Paragraph 8.4 describes the System level form.

Prints the Path Summary form on the printer used for the ACD Monitor Print
directed printout.

PAGE UP

If there are more path summary lines than can fit on the screen, this key accesses
paths with lower Path numbers than displayed on the screen. This key only
appears when an upward scroll can occur.

PAGE DOWN

If there are more path summary lines than can fit on the screen, this key accesses
paths with higher Path numbers than displayed on the screen. This key only
appears when a downward scroll can occur.

March

1997

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Revision 0

8-9

ACD TELEMARKETER Applications

Path Programmed

Package

Data Display

Pressing the PROGRAMMING
softkey in the Path Summary
Programmed
Data form (Figure 8-4). This display contains
CDE for the selected path.
The fields in this display

4:14

Pll

are described

the Path
during

in Table 8-5.

20-JfiH-97
1

1100
systen
oil:03

1500
no

IGu;l

4444

SALES

5-CBNCEL

g-NEXT

O-RETURH

Figure

8-10

window displays
the data entered

8-4 Path Programmed

Issue 1

Revision 0

Data Display

March

1997

ACD Monitors

Table 8-5 Terms Used In Path Programmed
Term

Data Display

Meaning

Primary

Number and name of the primary agent group for the path.

Overflow 1

Number and name of the first overflow group for the path.

Overflow 2

Number and name of the second overflow group for the path.

Overflow 3

Number and name of the third overflow group for the path.

Inter-flow

Access code of the inter-flow point.

I/F Enabld

Yes in this field indicates that inter-flow is activated.

O/F to I/F

Yes in this field indicates that the call can flow from the last programmed overflow
to the Inter-flow point before the Inter-flow Timeout occurs. The I/F ENABLD flag
must also be “YES”.

I/F Time

The time, in minutes and seconds, before the call interflows out of the ACD system.
Applies only if the flag I/F ENABLD is “YES”.

SVC Time

The time, in minutes and seconds, that defines the service level for this path. The
time to answer of all calls answered on this path is compared to SVD Time and the
results are shown as the service level data in the monitors.

Ans Delay

The time, in minutes and seconds, that the caller is allowed to hear ringback before
the ACD system attempts to answer the call.

Priority

The priority of the ACD call. The highest priority is 1 and the lowest is 99.
RADs 1 through

ID
Music

Start

March

1997

The access code and name of the Recorded Announcement
group.

Device (RAD) hunt

The access code of the music source to be used after the recording has been heard.
If no access code has been programmed then ‘system’ music is
displayed. When no system music is available this field is blank.
The time, in minutes and seconds, that a caller is connected
cording after entering this path.

Issue 1

Revision 0

to the specified re-

8-l 1

ACD TELEMARKETER Applications

Table 8-6 describes

Package

the softkeys

presented

with the Path Programmed

Table 8-6 Path Programmed
Softkey

Label

CANCEL

Data display.

Data Softkeys

Function
Returns the user to the System level display. See paragraph
System level.

8.4 for details of the

This softkey is present if paths exist that have lower access codes than the path
being displayed. Pressing this key displays the programmed data for the next lower
ACD Path.

This softkey is present if paths exist that have higher access codes than the path
being displayed. Pressing this key displays the programmed dataforthe next higher
ACD Path.

RETURN

The RETURN key (either hard-key or softkey) returns the user to the PATH SUMMARY form. See paragraph 8.5 for details of the Path Summary form.

Path Statistics

Display

Pressing the STATISTICS softkey in the Path Summary window displays the Path
Statistics display (Figure 8-5). This display provides a statistical overview of the path’s
performance
for the current instant, as well as a summary of activity over the past hour.
Table 8-7 describes the fields in this display.

4:39

PH 20-JAH-97

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1
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4444

8 22%
616%

1
-

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O-RETURH

8-5 Path Statistics

Issue 1

Revision 0

75%

SRLES

I-

Figure

8-12

Display

March

1997

ACD Monitors

Table 8-7 Terms Used In Path Statistics
Term

Display

Meaning
Programmed

Information

And Current

Summary

Group Num

The agent group number or recording group number, as assigned during CDE.

Group Name

The name of the agent group or recording group, as assigned during CDE.

Num Agt/Rec

The number of logged in agents in the group. If a recording group, the number
of RAD ports assigned to the group.

Num Calls Wtg

The number of calls from this path waiting for the agent group or recording
group.

Conn Agt/Rec

The number of callers from this path currently talking to agents in the group, or
listening to RADs.
Summary

- Last Hour

Offered

The number of ACD calls offered to the group from this path, and the percentage
of the total calls offered on the path that this number represents.

Answered

The number of ACD calls answered by agents in the group from this path only,
and the percentage of the total calls answered on the path that this number
represents.

Overflowed

The number of calls that overflowed from the group to the next overflow point
on this path, and the percentage of calls offered to the group which overflowed.
Calls which overflowed to inter-flow are not counted.

SVC Level<

The number of ACD calls answered on the path within the path’s service time,
and the percentage of calls answered that this number represents.

SVC Level>

The number of ACD calls answered on the path outside the path’s service time
and the percentage of calls answered that this number represents.

Table 8-8 describes

the softkeys

that are presented

Table 8-8 Path Statistics
Softkey

Label

Display

with the Path Statistics

Display.

Softkeys

Function

CANCEL

Returns the userto the System level. Details of the System level are in paragraph 8.4.

Prints the Path Statistics at the printer used for the ACD Summary Reports directed
printout.

This softkey is present if paths exist that have lower access codes than the path
being displayed. Pressing this key displays the statistics for the next lower ACD Path.

This softkey is present if paths exist that have higher access codes than the path
being displayed. Pressing this key displays the statistics for the next higher ACD
Path.

RETURN

The Return key (either hardkey or softkey) returns the user to the Path Summary
form. See page 8-7 for a description of the Path Summary form.

March

1997

Issue 1

Revision 0

8-13

ACD TELEMARKETER Applications

Path Activity

Package

Display

the ACTIVITY softkey in the Path Summary window presents the Path Activity
display (Figure 8-6). This display provides a continuously
updated picture of the traffic
on a given path. Information relates to the callers queued for the path as well as any
ready agents waiting for calls from the path.
Pressing

4:3?

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5-CCIHCEL

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Figure

8-6

Path Activity

Display

All queued callers that originated on the specified path are identified by trunk number
or extension access code. The longest waiting caller for each group is at the bottom
of the list, immediately
above the horizontal line.
As the number of waiting calls increases or decreases, the information
is updated in
that group’s column, and the horizontal bar below the first call in the queue shifts up
or down the screen accordingly. The screen displays up to twelve waiting calls.
When there are no calls waiting in a queue, the sub-title under the group name changes
to AGENT name and READY time. As many as 12 idle agents can be listed below the
horizontal bar, beginning with the longest idle agent.
Overflow groups that were programmed
but have no callers waiting and no agents
logged in to a group, are identified by the group name in the column title. If an overflow
group was not assigned during the customer data entry, the column remains blank.
The fields in the display
Table 8-10 describes

8-14

are defined

the softkeys

Issue 1

in Table 8-9.
presented

Revision 0

with the Path Activity Display.

March

1997

ACD Monitors

Table 8-9 Terms Used In The Path Activity
Term

Display

Meaning

Caller

The trunk number or extension access code of the caller waiting for the agent group.

No.

The queue position of the caller waiting for this group. The numbers are ordered but may
not be sequential if there are callers waiting forthis group who originated on another path.
These other callers hold a queue position for this group but are shown on the activity
display for their path.

wtg

The time, in minutes and seconds, that the caller has been waiting in this path.

Agent

The name of a ready agent in the displayed agent group. If the agent does not have a
name assigned in CDE, the agent’s ID appears.

Ready

The time, in minutes and seconds, that the agent has been available and ready to accept
an ACD call.

Table 8-10 Path Activity
Softkey

Display

Label

Softkeys

Function

CANCEL

Returns the user to the System level. Details of the System level are in
paragraph 8.4.

This softkey is present if paths exist that have lower access codes than the
path being displayed. Pressing this key displays the activity for the next lower
ACD Path.

This softkey is present if paths exist that have higher access codes than the
path being displayed. Pressing this key displays the activity for the next higher
ACD Path.

RETURN

The Return key (either hardkey orsoftkey) returns the userto the Path Summary
form. See page 8-7 for a description of the Path Summary form.

Monitoring

Groups

Overview

8.6

Four forms provide information
about
system and are described as follows:
l

March

1997

Group Summary
Group Programmed
agent group.

form displays

the agent

important

Data form displays

groups

information

programmed

about each agent group.

the data programmed

Group Statistics form provides statistics gathered
hour and since the beginning of the shift.

in the ACD

in CDE for each

on the agent group over the past

Group Activity form shows current caller and agent activity for the group.

Issue 1

Revision 0

8-15

ACD TELEMARKETER Applications

Accessing

Package

the Agent Group Summary

Form

To access the Agent Group Summary form, the user presses the AGENT GROUPS
softkey at the system level. The system responds by asking for an agent group number.
After the user enters a valid agent group number, the screen changes to the display
shown in Figure 8-7. The chosen group is at the top of the screen. The fields on the
display are defined in Table 8-11.
Pressing the RETURN key without first entering a group number also produces the
display shown in Figure 8-7. In this case, however, groups are listed in ascending order
by group number.
Entering an unprogrammed
or out-of-range
group number results in an error message
on the work-line. The CANCEL key allows deletion of the entry. Alternately, the user
may press the RETURN hardkey and re-enter a group number.

4:41

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ZO-JBN-97

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1

I-PROGRAHllIHG

24TfhTISTICS

3-MTIUITY

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7-PRIHT

Figure

8-16

8-7 Agent

issue 1

Group

Revision 0

Summary

Form

March

1997

ACD Monitors

Table 8-11 Terms Used In Group Summary
Term

Display

Meaning

Grp Num

The agent group’s number.

Group Name

The agent group’s name as programmed
Current

in CDE.

State

AGENTSLOGGEDON

The number of agents in this group currently logged on.

NUM CALLS WTG

The number of ACD calls queued up, from all paths, for agents in this group.

ON ACD CALLS

The number of agents in this group currently active on ACD calls.
Summary

- last

Hour

OFFERED

The number of incoming ACD calls offered to the group from all paths.

ANSWERED

The number of incoming ACD calls answered by this group and the average
duration of those calls.

OVERFLOWED

The number of calls that overflowed
as the primary group.

March

1997

Issue 1

Revision 0

in any path while queued for this group

8-17

ACD TELEMARKETER Applications

Agent Group Monitor

Package

Softkeys

Softkeys which appear in the Agent Group Monitor window allow the supervisor to
access detailed information on CDE programmed
data, statistics gathered on the agent
group over the past hour, and current group activity. The softkeys for the Agent Group
monitor are described in Table 8-12. The displays that result from pressing the
PROGRAMMING,
STATISTICS and ACTIVITY softkeys are discussed in greater detail
in the following paragraphs.
Table 8-12 Group Summary
Softkey

Label

Form Softkey

Labels

Function

PROGRAMMING

Displays the Group Programmed Data form that shows the programmed
entries for the agent group currently bracketed by the work line arrows.

STATISTICS

Accesses the Group Statistics form that provides a statistical overview of the
group’s activity at the present moment, and a summary of statistics collected over
the past hour. See page 8-20 for details.

ACTIVITY

Accesses the Group Activity display that shows a frequently updated view of
current status of the agent group. See page 8-22.

CANCEL

Returns the user to the System level. Details of the System level are in paragraph
8.4.

Starts a dump of this form to the printer used for the ACD Monitor Pr,int.

PAGE UP

Accesses groups with lower numbers if there are more agent group summary
lines than fit on one screen. The key appears only when an upward scroll can
occur.

PAGE DOWN

Accesses groups with higher numbers if there are more agent group summary
lines than fit on one screen. The key appears only when a downward scroll can
occur.

8-18

Issue 1

Revision 0

March

CDE

1997

ACD Monitors

Group Programmed

Data Display

Pressing the PROGRAMMING
softkey in the Agent Group Monitor window displays
the Group Programmed
Data form (Figure 8-8). This form displays the data
programmed
during CDE for the agent group.
Table 8-13 describes the softkeys presented with the Group Programmed
Display. Table 8-14 describes the fields in the display.

4:43

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20-Jfitl-97

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SUPER
510

ACD Telenarketer

03: 00
06: 00
09: 00
00: 15

SUPER
500
mm,
-4

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1 IlfiIti

5-CWKEL

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O-RETURN

Figure

8-8 Group

Programmed

Table 8-13 Group Programmed
Softkey

Data

Label

CANCEL

Data Display

Data Softkey

Labels

Function
Returns the user to the System level. Details of the System level are in
8.4.

paragraph
PREVIOUS

This softkey is present if groups exist that have lower access codes than the group
being displayed. Pressing this key displays the activity for the next lower ACD
Group.
This softkey is present if groups exist that have higher access codes than the

group being displayed.
ACD Group.
RETURN

March

1997

Pressing this key displays the activity for the next higher

The RETURN key (either hardkey or softkey) returns the user to the Group
Summary form. Refer to paragraph 8.6 for details.

Issue 1

Revision 0

8-19

ACD TELEMARKETER Applications

Package

Table 8-14 Terms Used In Group Programmed

Data Display

Meaning

Term
Super Name

The name of the group’s supervisor,

Super ID

The ID number of the group’s supervisor,

Sen’r Name

The name of the group’s senior supervisor,

Sen’r ID

The ID number of the group’s senior supervisor,

Prog Agts

The number of agents programmed

Threshld 1

The first threshold time for a call waiting for the group. This time is used to indicate
the overall caller load on the group. The flashing icons on agent and supervisory
sets are updated to reflect the status derived from this time.

Threshld 2

The second threshold time for a call waiting for the group. This time is used to
indicate the caller load on the group. The flashing icons on agent and supervisory
sets are updated to reflect the status derived from this time.

O/F Timer

The setting of the ‘overflow’ timer for the group.

After Work

The setting of the after work timer for the group.

Group Statistics

as programmed

in CDE.

as programmed
as programmed

in CDE.
in CDE.

as programmed

as members

in CDE.

of this group.

Display

Pressing the STATISTICS softkey in the Agent Group Monitor window displays the
Group Statistics form (Figure 8-9). This display provides a summary of statistics
collected over the past hour and shift totals for the group.

4:46

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20-JBH-97

Figure

8-20

IlITEL ACD Telenarketer

8-9

Issue 1

Group

Statistics

Revision 0

Display

March

1997

ACD Monitors

Table 8-15 describes
Table 8-16 describes

the softkeys presented
with the Group Statistics
the fields in the display.

Table 8-15 Group Statistics
Softkey

Display

Softkey

display.

Labels

Function

Label

CANCEL

Returns the user to the System level. Details of the System level are in
paragraph 8.4.

Starts a dump of this form to the printer used for the ACD Monitor Print.

This softkey is present if groups exist that have lower access codes than the
group being displayed. Pressing this key displays the statistics for the next
lower ACD Group.

This softkey is present if groups exist that have higher access codes than the
group being displayed. Pressing this key displays the statistics for the next
higher ACD Group.

RETURN

The RETURN key (either hardkey or softkey) returns the user to the Group
Summary form. Refer to page 8-15 for details

Table 8-16 Terms Used In Group Statistics
Term

Display

Meaning

Ans By Grp

The number of ACD calls answered by the group both over the time interval
and the average duration of those calls.

Offered

The number of ACD calls offered to the group from all paths over the time
interval.

Overflowed

The number of calls that have overflowed from this group over the time interval
when this group is the primary group of a path.

Logins

The number of logins which occurred in this group over the time interval.

Avg Agents

The average number of agents logged in over the time interval. The calculation
is an average of counts taken every time the queue status indicators are
updated.

Make Busy

The number of times members of this group went into Make Busy during the
interval, and the average duration of the Make Busy states.

Outgoing

The number, and average duration, of external outgoing calls made by the
agents in this group over the time interval.

Non ACD

The number, and average duration, of internal calls made and non-ACD calls
received by group members over the time interval.

Note:

March

1997

The field definitions in Table 8-16 apply to the LAST HOUR field and the SHIFT TOTAL field.
The shift start time is programmed
from the System Maintenance facility via the ACD-REPORTS
softkey. The group shift buffers are cleared at that time.

Issue 1

Revision 0

8-2 1

ACD TELEMARKETER Applications

Group Activity

Package

Display

Pressing the ACTIVITY softkey in the Agent Group Monitor window displays the Group
Activity form (Figure 8-10). This form provides a continuously
updated display of the
activity of callers and agents within the group.

4:53

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20-JftN-97

Figure

HITEL MD Telenarketer

8-10

Table 8-l 7 describes the softkeys
defines the fields in the display.

Group

Activity

presented

Table 8-l 7 Group Activity
Softkey

Label

Display

with the Group Activity display. Table 8-18

Softkey

Labels

Function

CANCEL

Returns the user to the system level. Details of the system level are provided
in paragraph 8.4.

This softkey is present when a group exists that has a lower access codes
than the group being displayed. Pressing this key displays the activity for the
next lower ACD Group.

This softkey is present when a group exists that has a higher access codes
than the group being displayed. Pressing this key displays the activity for the
next higher ACD Group.

RETURN

The RETURN key (either hardkey or softkey) returns the user to the Group
Summary form. Refer to page 8-l 5 for details.

8-22

Issue 1

Revision 0

March

1997

ACD Monitors

Table 8-18 Terms Used In Group Activity
Term

Display

Meaning
Caller Activity

Calls Wtg

The number of callers queued for this group from all paths.

Longst Wtg

The waiting time of the longest waiting caller queued for this group.

Under 1 st

The number of callers queued for this group who have been waiting for less than
the first threshold timer value.

Between

The number of callers queued for this group who have been waiting for longer than
the first threshold timer value but less than the second threshold timer value.

After 2nd

The number of callers queued for this group who have been waiting for longer than
the second threshold timer value.
I

Overflowed

1 The number of callers queued for this group who have overflowed to the next group
in the path, if programmed to do so. -

Held Calls

The number of callers on hard hold by agents in this group.
I

Agent Activity
Logged On

The number of agents currently logged on in this group.

Ready

The number of agents in this group ready to take an ACD call.

After Work

The number of agents who have just completed an ACD call, and their After Work
Timer is active.

On ACD

The number of agents currently on incoming ACD calls.

Make Busy

The number of agents currently in Make Busy.

DND

The number of agents with Do Not Disturb activated.

On Non ACD

The number of agents currently on non-ACD incoming calls or outgoing

March

1997

Issue 1

Revision 0

calls.

8-23

ACD TELEMARKETER Applications

Monitoring

Package

Agents

Overview
8.7

The following forms provide information about the agents who are currently
and who are programmed
in the ACD system. The primary form within
sub-level is the Agent Summary. This form provides an overview of current
well as a synopsis of statistical data collected over the past hour.
A set of softkeys in this form provides access to additional
information
about the agent and the agent’s performance.
described in Table 8-19.
The additional
l

logged in,
the agent
activity as

forms which supply detailed
These softkeys are

forms are:

Agent Programmed
Data display showing
data entry that affects this agent.

all information

entered

during customer

Agent Statistics display with details of the agent’s performance
over the last hour,
and a comparison
between the performance
of this agent and the entire group.
Agent Activity display

showing

These forms are described
Accessing

the current status of any specified

agent.

in detail below.

the Agent Summary

Form

After pressing the AGENTS softkey at the system level, the user is prompted to enter
an agent ID number. After entering a valid agent ID, the user is presented with the
screen shown in Figure 8-11.
Information
about the chosen
in the display.

agent

appears

at the top. Table 8-20 defines

the fields

Pressing without first entering an agent ID number also displays the screen
shown in Figure 8-l 1, but in this case the agents are listed by group number and ID
number from lowest to highest ID number as programmed
during customer data entry.
Entering an unprogrammed
or out-of-range
agent number results in an error message
on the work-line. The CANCEL key allows deletion of the entry. Alternately, the user
may press
and re-enter an agent number.

8-24

Issue 1

Revision 0

March

1997

ACD Monitors

4:57

20-JFW97

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501

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- LQST HOUR

RHSUERED CHP to GRP NJ
75%

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HOHfKD HAKE BUSY
4 00:12

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Figure

8-11

Agent

Summary

Table 8-19 Agent Summary
Softkey

Form Display

Form Softkey

Label

Labels

Function

PROGRAMMING

Displays the Agent Programmed Data form showing the CDE information for
the agent currently bracketed by the work-line arrows. Refer to page 8-27 for
a description of the Agent Programmed Data form.

STATISTICS

Accesses the Agent Statistics form that shows a statistical overview of the
agent’s activity at the present moment, and a summary of statistics collected
over the past hour. Page 8-28 describes the Statistical Overview.

ACTIVITY

Accesses the Agent Activity display containing a frequently updated view of
current status of the agent and the agent’s set. See page 8-30 for a description
of this form.

CANCEL

Returns the user to the system level. Refer to paragraph

Prints the Agent Summary form at the printer used for the ACD Monitor Print.

PAGE UP

Accesses agents with lower group numbers if there are more agent summary
lines than fit on one screen. The key appears only when an upward scroll can
occur.

PAGE DOWN

Accesses agents with higher group numbers if there are more agent summary
lines than fit on one screen. The key appears only when a downward scroll can
occur.

March

1997

Issue 1

Revision 0

8.4 for details.

8-25

ACD TELEMARKETER Applications

Package

Table 8-20 Terms Used In Agent Summary
Term

Display

Meaning
Agent Name And Current

State

Grp Num

The agent group’s number.

Agent Name

The agent’s name as programmed

Agent ID

The agent’s ID or access code.

ACD State

The current state of the agent as one of the following states:
acd
dnd
hold
makeb
nonacd
ready
afterw

in CDE.

on an ACD call
the agent’s set has Do Not Disturb active
agent has an ACD caller on hold
agent has entered the make busy state
agent is on a non-ACD or outgoing call
agent is ready to accept an ACD call
agent is in after work timer state
Summary

- Last Hour

Answered

The number and average duration of incoming ACD calls answered

by this agent.

Cmp To Grp Av

The first percentage is the ratio of the number of incoming ACD calls answered
by this agent compared to the total number of calls answered by the group over
the same period. Agents logging on and off during the period affect the numbers.
The second percentage is the ratio of the average call duration of incoming ACD
calls answered by this agent compared to the average duration of calls answered
by the group over the same period.

Non ACD

The number and average duration of non-ACD calls received and placed by the
agent.

Make Busy

The number and average duration of times the agent was in a Make Busy state.

8-26

Issue 1

Revision 0

March

1997

ACD Monitors

Agent Programmed

Data Form

Pressing the PROGRAMMING
softkey displays the Agent Programmed
Data form
(Figure 8-l 2). This form displays the data programmed
for the agent by the installer
during customer data entry. The softkeys and fields on the form are described in
Table 8-21 and Table 8-22.

5:15

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20-JfW97

HITEL MD Telenarketer

IlftIH

SUPER
510

SUPER
500

501

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5-CfMCEL

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O-RETURH

Figure

8-12

Agent

Programmed

Table 8-21 Agent Programmed
Softkey

Label

Data Display

Data Softkey

Labels

Function

CANCEL

Returns the user to the System level. Refer to paragraph

Displays the previous agent sorted by group number and agent ID. The softke
appearsy only when there is a preceding agent.

Displays the next agent sorted by group number and agent ID. The softkey
appears only when there is an additional agent.

RETURN

The RETURN key (either hardkey or softkey) returns the user to the Agent
Summary form described on page 8-24.

March

1997

Issue 1

Revision 0

8.4 for details.

8-27

ACD TELEMARKETER Applications

Package

Table 8-22 Terms Used In Agent

Programmed

Term

Data Display

Meaning

Group Name

The group’s name as programmed

Group Num

The group’s number as programmed

Super Name

The name of the agent’s supervisor.

Super ID

The ID of the agent’s supervisor.

Sen’r Name

The name of the agent’s senior supervisor.

Sen’r ID

The ID of the agent’s senior supervisor.

Agent COS

The Class of Service assigned to the agent. When this agent logs in, this COS
is transferred to the set, overwriting the set’s existing COS.

Agent Statistics

in CDE.
in CDE.

Form

Pressing the STATISTICS softkey displays the Agent Statistics form (Figure 8-13).
This form provides a summary of agent performance
statistics collected over the past
hour.
Table 8-23 describes the softkeys presented
Table 8-24 defines the fields on the display.

5:18

Pll

display.

20-Jfitl-97

5-CfiHCEL

7-PRINT

El-

9-HEXT

O-RETURH

Figure

8-28

with the Agent Statistics

8-l 3

Issue 1

Agent Statistics

Revision 0

Display

March

1997

ACD Monitors

Table 8-23 Agent Statistics
Softkey

Form Softkey

Label

Labels

Function

CANCEL

Returns the user to the system level. Refer to paragraph

Prints this form to the printer used for the ACD Monitor print.

Displays the statistics, sorted by group number and agent ID, for the previous
agent. The softkey appears only when there is a preceding agent.

Displays the statistics, sorted by group numberand agent ID, forthe next agent.
The softkey appears only when there is an additional agent.

RETURN

The RETURN key (either hardkey or softkey) returns the user to the Agent
Summary form described on page 8-24.

Table 8-24 Terms Used In Agent Statistics

8.4 for details.

Display

Meaning
Agent

Data

The group’s name as programmed

in CDE.

Group Num

The group’s number as programmed

in CDE.

The time the agent logged into ACD.

The date the agent logged into ACD.

Shift Dur

The duration of the agent’s shift since login.
Last Hour

Ans By Agt

The number and average duration of incoming ACD calls answered
agent.

by the

Ready

The number of times the agent became ready to receive an ACD call and the
average duration of each ready interval.

Make Busy

The number of times the agent was in Make Busy and the average time spent
in the Make Busy state over the past hour.
The number of external outgoing calls placed by the agent and the average
duration of these calls.
The number of non-ACD calls handled by the agent. It includes both incoming
and outgoing external calls, and all internal calls.
Shift Total
The number and average duration of incoming ACD calls answered
agent since login.

March

1997

issue 1

Revision 0

by the

8-29

ACD TELEMARKETER Applications

Agent Activity

Package

Form

Pressing the ACTIVITY softkey displays the Agent Activity form (Figure 8-14). This
form provides a continuously
updated display of ACD information for the agent, plus
status for the agent’s set and the current call.
Table 8-25 describes the softkeys
defines the fields on the display.

5:21

Pll

20-Jftti-97

with the Agent Activity display. Table 8-26

b-alJ3 ,

HPIIH
1501
1 5

presented

tlITE1 flCD Telenarketer

idle

ready
no

no
1

no
no

501

.
no

WENT 1

5-CfttlCEL

9- HEXT

0-RETURH

Figure

8-14

Agent

Table 8-25 Agent Activity
Softkey

Activity

Display

Form Softkey

Label

Labels

Function

CANCEL

Returns the user to the system level. Refer to paragraph

Displays the statistics for the previous agent, sorted by group number and agent
ID. The softkey appears only when there is a preceding agent.

Displays the statistics for the next agent, sorted by group number and agent ID.
The softkey appears only when there is an additional agent.

RETURN

The RETURN key (either hardkey or softkey) returns the user to the Agent
Summary form described on page 8-24.

8-30

Issue 1

Revision 0

8.4 for details.

March

1997

ACD Monitors

Table 8-26 Terms Used In Agent Activity

Display

Meaning

Term
Group Name

The group’s eight character name as programmed

Group Num

The group’s number as programmed

Set Ext

The extension number of the SUfERSETtelephone
in.

Set Loc’n

The physical location (bay, slot, circuit, and sub circuit) of the SWW?SETtelephone where the agent is logged in.

Set State

The software state of the set where the agent is logged in. The state will be one of:
campon
busy
busyout
held
dialing
dnd
intoACD
locked
idle
reorder
talking
paging
ringing
select
ringback
suspend

Call Type

The type of call the agent is on, either two-party or conference.

DND

Indicates that the agent’s set is in Do Not Disturb mode.

Auto Answr

Indicates that the set will automatically
intervention.

English

Indicates the language of the set: English or French.

ACD State

Indicates the type of activity the agent is involved in:
suspnd - agent is ending a call
locked - agent’s set has been left off-hook
acd
- on an ACD call
dnd
- the agent’s set has Do Not Disturb active
hold
- agent has an ACD caller on hold
makeb - agent has entered the make busy state
nonACD - agent is on a non-ACD call
ready
- agent is ready to accept an ACD call
after-w - agent is in afterwork time

Make Busy

Indicates that the agent is in a Make Busy state.

On ACD

The agent is on an ACD call.

Time On ACD

The duration of the current call.

ACD On Hold

The agent has an ACD caller on hard hold.

Caller

The trunk number or extension access code of the caller waiting for the agent
group. Note that callers waiting for a group may not have originated on this path.

Orig Path

Indicates the path access code where this call originated.

Prime Grp

Indicates whether this agent’s group is the prime group of the caller’s path.

March

1997

Issue 1

Revision 0

in CDE.

in CDE.
where the agent is logged

answer ACD calls to the set without agent

8-3 1

ACD TELEMARKETER Applications

8-32

Package

Issue 1

Revision 0

March

1997

9 Programming
General
9.1

The ACD TELEMARKETER
purchased.

Applications

Package

is a software

option that must be

Customer Data Entry for the ACD TELEMARKETER
Applications
Package involves
specifying
the routing of incoming
ACD calls by entering data into a network of
programming
forms. Information
in the forms is linked through a series of indexes and
pointers. The forms which make up the ACD network are:
System Options (CDE Form 04)
Feature Access Codes (CDE Form 02)
ACD Agent Groups (CDE Form 39)
Agent Group Subform (CDE Subform 39)

ACD Keys Template (CDE Form 38)
COS Define (CDE Form 03)
ACD Supervisors (CDE Form 40)
ACD Paths (CDE Form 41)
Hunt Groups (CDE Form 17)
Call Rerouting (CDE Form 19).

System Options
9.2

Form

Figure 9-l shows a portion of the System Options form containing the options related
to the ACD TELEMARKETER
feature package. Options are changed by editing the
Status field.

SYSTEM OPTlONS

(DISPLAYING

ENABLED

FIELDS)

STATUS

OPTION Ntlhl

ENABLED

ACD REPORTS

ENABLED

MAXIMUM ACD AGENTS

ENABLED

104

AUTOMATIC

CALL DISTRIBUTION

ACD SILENT MONITORING
ACD SILENT MONITORING

Figure

March

1997

BEEPS

9-1 System

Issue 1

Options

Form (CDE Form 04)

Revision 0

9-1

ACD TELEMARKETER Applications

Package

Four fields on the System Options form control operation
feature. Table 9-1 defines the function of each field.
Table 9-l

System

Option

Form Fields

Option

Function

ACD Silent Monitoring
(Option 42)
ACD Silent Monitoring
(Option 43)

of the ACD TELEMARKETER

By setting this option to Enabled, a supervisor can dial a programmed

feature access code to monitor ACD calls.
Beeps

Set this option to Enabled if agents are to be notified when monitoring
is in progress.

ACD Reports (Option 44)

Setting this option to Enabled changes the format of the SMDR
records to that required by the ACD TELEMARKETER Reporting
Package. For additional information, refer to the Station Message
Detail Recording Practice.

Maximum ACD Agents
(Option 104). See Note.

Setting this option to Enabled allows access to the programming
forms related to ACD.

Note:

System Option 104 (Maximum ACD Agents) must be set to Enabled before programming the
remaining CDE forms related to ACD.

ACD Agent Groups Form
9.3

ACD agent groups
are included
with the ACD TELEMARKETER
option you
purchase.
Figure 9-2 shows a blank ACD Agent Groups Form (CDE Form 39). All
Agents must be a member of an ACD Agent Group. The system accommodates
a
maximum
of 50 ACD agent groups. Each group must contain a minimum
of one
Agent. The maximum number of agents per group is 99. The ACD system supports
100 agents logged in at the same time.
The ACD system allows CDE programming
of 999 ACD positions
of agents, supervisors,
and senior supervisors.

in any combination

The agent information
entered on this form is the agent name, agent ID, and COS.
The agent ID is a I- to 5-digit access code that allows the agent to log onto the ACD
system. Entries in the Agent Group form are sorted by this ID number. The ID is
associated with an agent, not a particular extension, so that any SUPERSET
10 or
SUPERSET 420 telephone that the agent uses reflects that agent’s name and ID.
The ordering

of agents

on the form has no effect upon the agent selection

The fields on the ACD Agent Group form contain
defines the contents of each field.

9-2

Issue 1

Revision 0

customer-defined

algorithm.

data. Table 9-2

March

1997

Programming

6145 PM

g-JAN-97

[ ACD GRP:

alarm

1 MITEL

AGENT

11901
GRP NAME

6-QUIT

AGENT NAME

1901
1902

l-ACD

status

cos

P.MOSHER

J.THOMAS

P.MOSHER

Z-FIND ID

3-ADD

‘t-TOP

5-BOTTOM

7-AGENT

8-DELETE

9-OPTIONS

GROUP

NO ALARM

Figure 9-2 ACD Agent Groups Form (CDE Form 39)

Table 9-2 ACD Agent Group Fields
Field

Meaning

ACD GRP

The group number and name.

ACD GROUP
NUMBER

A programmable field containing a 1- or 2-digit number in the range 1 through 50
that identifies an ACD group.

ACD GROUP
NAME

An optional field that allows the customer to assign a name to the agent group.
A maximum of eight characters may be entered. The agent group must contain
at least one member before the ACD GRP NAME softkey is presented.

AGENT ID

A programmable field of up to five digits for assigning an identification number to
an ACD agent. This access code must not conflict with any other access code in
the database. An ID number can exist in only one Agent Group. Agents requiring
access to more than one group must be given a different ID for each group. Entries
on the ACD Agent Groups form are sorted numerically by Agent ID.

AGENT NAME

An optional field that assigns a name to an agent ID. The agent name is carried
to the set where the agent logs on. The name may be up to 10 characters but
cannot begin with an asterisk (*). The same conditions apply to position names
as well as to set names.

cos

The Class of Service number of this agent. Range is 1 to 50.

March

1997

Issue 1

Revision 0

9-3

ACD TELEMARKETER Applications

Package

Agent Groups Subform
The Agent Groups subform (CDE Subform 39) shown in Figure 9-3 is accessed
through the OPTIONS key. This form can only be accessed
i? there is at least one
agent in the agent group. Entries are changed
by editing the status column. Four
fields on the ACD Agent Group subform contain customer-defined
data. The contents
of each field are defined in Table 9-3.

9.4

6:47

g-JAN-97

alarm

Afterwork
Timer
(MM:SSI
Overflow
Timer
(MM:SS)
First
Status
Threshold
Second
Status
Threshold

status

NO ALARM

(MM:SSI
(MM:SS)

Figure

9-3 ACD Agent

Groups

Subform

(CDE Subform

Table 9-3 ACD Agent Groups Subform
Field

39)

Fields

Meaning

Afterwork Timer

An optional field to give the agent a wrap-up time following ACD calls. Timer range
is 0 seconds to 15 minutes. Default is 0 (no delay time before the next call is
presented at the set). Campons and callbacks do not take precedence over a
waiting ACD call. Refer to the following paragraphs for additional information.

Overflow Timer

An optional field used to specify the maximum time a waiting ACD call remains
in this group before overflowing. The overflow destination is defined in the ACD
Path Form (CDE Form 41). The value entered can range from 0 seconds to 54
minutes. Default value is 9 minutes. Refer to the following paragraphs for
additional information.
Page 1 of 2

9-4

Issue 1

Revision 0

March

1997

Programming

Table 9-3 ACD Agent Groups

Field

Subform

Fields (continued)

Meaning

First Status
Threshold

This time (range is 0 seconds to 54 minutes) must be less than the time specified
in the Second Status Threshold. The field defaults to 3 minutes. Refer to the
following paragraphs for additional information.

Second Status
Threshold

This timer (range 0 seconds to 54 minutes) must be greaterthan the time specified
in the First Status Threshold field. The field defaults to 6 minutes. Refer to the
following paragraphs for additional information.
Page2of21

Aftework

Timer

In many ACD situations, the agent may require some time after each ACD call to
complete paperwork before accepting the next call. This subform allows programming
of a wrap-up time (Afterwork Timer). The After-work Timer prevents an ACD call from
being presented to this set until the specified time has expired. It is recommended
that
the Afterwork Timer be programmed.
Overflow

Timer

The Overflow Timer is programmed
for each agent group in the ACD system. It specifies
how long an ACD call will wait in the queue for this group before being overflowed.
Overflowed calls remain in this group’s queue, but are added to a queue for another
agent group, to increase the chances of the call being delivered to an agent. The time
selected in this form specifies the maximum time a call can wait to be answered before
the call overflows. The default time is 9 minutes.
If the system predicts that a call will remain unanswered
before the time out period,
the system ignores the specified timer and forces an immediate overflow. The two
conditions described below can cause this forced overflow:
l

If the agent group form specifies an overflow time of three minutes and no agents
are logged on in this group, the system ignores the timer and forces an immediate
overflow to avoid an unnecessary
delay to the caller.
The second case of overflowing
before the specified time out arises during an
overloaded state. The system performs an algorithm for an overloaded
condition
each time a new caller arrives for an agent group or when the status of an agent
changes. Either event causes an overflow if excess callers are waiting for the
agent group.

Threshold

Timers

When an ACD call is initially routed to the agent group and there are no idle agents
available, any appearance
of the Queue Status indicator for this group reflects a call
waiting in queue. This Queue Status indicator is driven by the threshold timers assigned
to this form.

March

1997

Issue 1

Revision 0

9-5

ACD

TELEMARKETER

Applications

Package

The First and Second Status Threshold timers provide a visual indication
Status keys of the current work load condition for this agent group.

ACD Keys Template
Assigning
9.5

on all Queue

Form

ACD Keys

The ACD Keys Template
Form (CDE Form 38) allows global programming
of
SUPERSET
470 or SUPERSET
420 telephones
that require common ACD feature
keys.
Global programming
is still possible when these telephone sets are mixed in an ACD
system, in spite of the varying number of line select keys available on the
SUPERSET 470 or SUPERSET
420 telephones.
The installer must ensure that the
ACD Keys Template is programmed
to allow global programming.
When the set types are mixed, the installer must assign ACD keys within keys two to
six on the SUPERSET 410, and within keys two to twelve on the SUPERSET 420
telephone.
If more that six keys are assigned to a SUPERSET470,
then the template
is invalid, and the agent cannot login until the template is programmed
correctly.
Assigning ACD keys in this way is especially important because SUPERSET 410 or
SUPERSET 420 ACD positions will be unable to log in when ACD keys are assigned
to keys not physically present on these sets.
ACD Key Configurations
Up to three different function key configurations
may be programmed
for each ACD
position: agent, supervisor,
and senior supervisor (for a total of nine key templates).
In each COS, however, only one template for one position type can be enabled.
The template assigned to a user is portable to any SUPERSET410or
SUPERSET 420
telephone
(with the exception of the SUPERSET 470, which cannot be used by a
supervisor or senior supervisor).
When the user logs out, the previous template is
restored on the set.
Note:

Line appearance
keys assigned in the StationslSUPERSETTelephones
ACD feature keys when a position logs in.

Assigning

Non-ACD

form have priority over

Keys

Non-ACD feature keys and speed dial numbers can also be programmed
in this form.
Pressing the NON-ACD KEYS softkey provides access to a sub-level of softkeys
through which the user can select non-ACD feature keys for the template.
Note:

9-6

Line appearance
non-ACD feature

keys assigned in the StationslSUPERSETTelephones
keys when a position logs in.

issue 1

Revision 0

form have priority over

March

1997

Programming

ACD Keys Template

Display

When selected during CDE, the ACD Keys Template form defaults to display the first
Agent Keys template. The title line contains the type of template and the template
number.
11:22

AGENT
>

alarm

10-JAN-97

111

KEY
02

03
04
05
06
07
08
09

SPEED

TYPE

Speed Dial
Dial
Dial
Dial
Dial
Dial
Dial
Dial
Dial
Dial
Dial
Dial

5551212

Dial

5551212

10
11
12
13

Speed
Speed
Speed
Speed
Speed
Speed
Speed
Speed
Speed
Speed
Speed

Speed

DIAL

NUMBER

P-SLIPERUISOR

3-SENIOR

‘i-ACD

6-QUIT

7-KEY

8-DELETE

9-NON-ACD

9-4 Agent

Keys Template

Several fields on the Keys Template
defines the contents of each field.

form contain

PRIUATE

KEYS

KEYS 0-

(CDE Form 38)
customer-defined

Table 9-4 ACD Keys Template

Field

= NO ALARM

1 -AGENT

Figure

status

data. Table 9-4

Fields

Meaning

POSITION

Selectable field defining one of the following positions: Agent, Supervisor, or
Senior Supervisor.

TEMPLATE
NUMBER

Selectable field containing one digit in the range of 1 through 3, indicating the
number of the template being programmed.

KEY

A system generated

TYPE

A programmable field defining the function of the set keys. Available options are
dependant upon the position selected:
Agent - Speed Dial, Make Busy and Queue Status.
Supervisor - Speed Dial, Queue Status, Agent Status and Shift.
Senior Supervisor
- Speed Dial, Queue Status and Shift.

field listing set key numbers in the range of 02 to 15.

Page 1 of :

March

1997

Issue 1

Revision 0

9-7

ACD TELEMARKETER Applications

Package

Table 9-4 ACD Keys Template
Field

Fields (continued)
Meaning

SPEED DIAL
NUMBER

A programmable field used to save frequently dialed numbers. This field can
also be used to program feature access codes. A maximum of 25 digits may be
entered in this field.
This field can only be accessed if the “Type” field for that line is “Speed Dial”.

PRIVATE

A programmable field used to control the display of speed dial numbers on the
set. When privacy is enabled the set does not display the speed call entry. If
privacy is not requested, the speed dial entry appears on the set during dialing,
or when a display key is requested.
Page 2 of 2

COS Define
9.6

The COS options shown in the COS Define form in Figure 9-5 apply to the ACD
feature. These ACD options are explained
below. The COS options for ACD are
described below in Table 9-5.

12:33

6- JM-97

alartl
1

OPTION

EHClBLED 1 1 STfiTUS

Figure 9-6 ACD Supervisor Form (CDE Form 40)
The ACD Supervisor form contains
by the customer. Table 9-6 defines

three programmable
each field.

Table 9-6 ACD Supervisor
Field

fields which must be defined

Form Fields

Meaning

ID Code

A programmable field used to record senior supervisor identification numbers. Their
IDS are used when logging on and as an access code to call the user. The IDS are 1-5
digit entries, and must not conflict with other access codes already assigned in the
system. The form is sorted numerically by ID.

Name

An optional programmable field used to record the supervisor’s name. This name
appears on any SUPERSET 420 telephone that the user logs onto. The same
conditions that apply to supervisor names apply to set names.

cos

A 2-digit field specifying the Class Of Service number of this senior supervisor.
range is 1 through 50.

9-10

Issue 1

Revision 0

March

The

1997

Programming

Pressing the EXPAND softkey displays the subform
lists all groups reporting to the supervisor.

ACD Supervisor

shown

in Figure 9-7. This form

Subform

This subform is sorted by SUPER ID. If the entry has no supervisor assigned, the field
is sorted by group number. When more than one group is assigned to the same
supervisor, the entries reporting to the supervisor are sorted by group number.

9.8

6:52

g-JAN-97

alarm

GRPS OF SENIOR

1903

SUPER

status

NO ALARM

SUPER NAME

cos

l-FIND

GROUP

6-QUIT

Z-FIND

SUPER

3-ADD

Figure 9-7 ACD Supervisor Subform (CDE Subform 40)
Table 9-7 defines

the fields of the ACD Supervisor
Table 9-7 ACD Supervisor

Field

Subform

Subform.
Fields

Meaning

Heading

A system generated field that lists the senior supervisor’s name and ID. The name
defaults to “SENIOR” if no name was programmed in the ACD Supervisor Form.

GRPS OF

A programmable

field used to define groups reporting to the senior supervisor. If
the selected group reports directly to the senior supervisor, pressing the ENTER
key causes the display NO SUPER to appear in the SUPER ID field. The remaining
two fields are blank.

SUPER ID

A programmable

SUPER NAME

An optional field of up to ten characters. The entry cannot begin with an asterisk
(*). The same conditions that apply to supervisor names apply to set names.

cos

A 2-digit field that specifies the Class of Service number of this supervisor. The
range is 1 through 50.

March

1997

field used to assign a supervisor to the agent group.

issue 1

Revision 0

9-l 1

ACD TELEMARKETER Applications

Package

ACD Paths
9.9

The ACD path is the major element of the ACD structure. Each path contains all the
information
necessary
to carry an incoming call through the ACD system. Paths
specify the resources used, the order in which the resources are encountered,
and
the timing of the steps through the path. Up to 99 paths may be assigned
in the
system. Figure 9-8 contains the ACD Path form. Table 9-8 describes the fields on the
ACD Path form.
ACD Path Programming
For a path to function, the primary agent group and the path access code must be
programmed.
Few restrictions exist on path programming.
An agent group, for
example, could be the primary group of three paths and the first overflow group of two
other paths. The same applies to recording groups and the alternate music sources.
The result is that a path can be custom tailored to the call being handled.
Each path is given
priority). ACD calls
a path with a lower
priority paths those
calls or WATS.

a priority ranging from 1 through 99 (priority 1 being the highest
entering a high priority path are serviced before calls that entered
priority. This feature improves cost efficiency by routing to higher
trunks that incur additional expenses: for example, long distance

All devices have unrestricted access to ACD paths except Loop Start CO trunks and
Loop Start DISA trunks (if located on a CO Trunk card). Loop start trunks can be
prevented from entering ACD through the use of the “Loop Start Trunk to ACD Path
Connect” option (COS option 812). By default, this option is disabled, so by default
loop start trunks may not enter ACD.
8:22

g-JAN-97

alarm

Access

status

NO ALARM

Code

Music Source
Following
: Start Time (MM:SS)
Access

Code

Music Source
Following
Start Time (MM:SS)
Access

Code

Figure

9-12

9-8

ACD Path Form (CDE Form 41)

Issue 1

Revision 0

March

1997

Programming

Table 9-8 ACD Path Form Fields
Field

Meaning

ACD Path

Header field identifying the ACD path by name and number.

ACD Path Number

Programmable field containing
of 1 through 99.

ACD Path Name

Programmable field identifying the path by name. This field cannot be
accessed until the path has been assigned an access code and a
primary agent group. The path name can be up to 8 characters and
cannot begin with an asterisk (*).

Access Code for this ACD
Path

Programmable field containing the access code for the path. This code
can be used as a destination in the Non-Dial-In Trunks form (CDE Form
14) and the Call Rerouting Table (CDE Form 19), as an Automated
Attendant defined destination in the Hunt Groups form (CDE Form 17),
as an interflow point in another path definition, and as a call forwarding
point for a SUfERSETtelephone
or station. This code allows the ACD
system to tie in to existing routing schemes such as the DID trunk routing
points. The connection checking between a device and ACD paths only
prevents access to ACD paths.

Primary ACD Agent Group

A programmable field containing a one or two digit number in the range
of 1 through 50. This entry indicates which group first receives the ACD
calls on this path. The agent group must be assigned in the ACD Agent
Groups Form before it can be entered in this field.

Delay For Ringback

A programmable field specifying a timer value in the range of 0O:Ol
through 54:O0. The default value is 3 seconds (00:03). All other timers
connected with the ACD functions start after the Delay for Ringback
timer has expired.

Recording

A programmable field specifying when Recording 1 begins relative to
when the caller enters the ACD system. This timer is initiated after the
Delay For Ringback timer has expired. The range of the Recording 1
Start Time is 0O:OOthrough 54:OO.
A 3-second minimum delay exists between recordings. During this time,
the caller listens to the system or to the alternate music source.

1: Start Time

a one or two digit number in the range

Recording 1: Access Code

This programmable field is mandatory if a Recording Start Time has
been specified. The access code entered in this field is defined in the
Hunt Groups CDE form. The default value is: no recordings.

Recording 1: Music Source
Following

A programmable field that directs the call to the ONS port supplying
music after listening to the recording. The default music source is the
system music, if provided, or silence. The entry in this field cannot have
keyline or multi-call line appearances.
The music source is a permanently off-hook ONS port that connects the
caller in a listen-only conference. An alternate music source must be an
FCC Part 68 and Industry Canada approved Recorded Announcement
Device that is connected either to an ONS circuit, or to another source
that is connected to an ONS circuit through an FCC Part 68 and Industry
Canada approved “voice coupler” or “voice connecting arrangement”.
Page 1 of 3

March

1997

Issue 1

Revision 0

9-13

ACD TELEMARKETER Applications

Package

Table 9-8 ACD Path Form Fields (continued)
Field

Meaning

Recording 2 through 4

The recording fields must be edited in sequence. For example,
Recording 3 Start Time cannot be edited unless Recording 1 and
Recording 2 are both assigned.

Overflow

1 Agent Group

A programmable field specifying the ID of the agent group that receives
overflow calls. ACD calls that overflow to this group also retain their
position for the Primary Agent Group. The default value for this field is
no overflow.

Overflow 2 Agent Group

A programmable field specifying the ID of the second agent group that
receives overflow calls. Callers waiting forthis group remain in the queue
for the primary and first overflow groups.
An Overflow 1 agent group must be assigned before the Overflow 2 field
can be accessed. The default value is no overflow.

Overflow 3 Agent Group

A programmable field specifying the ID of the third agent group that
receives overflow calls. Callers waiting forthis group remain in the queue
for the primary, first, and second overflow groups. The default value is
NO.
Overflow 1 and Overflow 2 agent groups must be assigned before the
Overflow 3 field can be accessed. The default value is no overflow.

Inter-flow Enabled

Entering YES in this field allows the waiting ACD call to exit ACD and
call a specified number. If this field is enabled, the call inter-flows to the
Inter-flow Point Access Code. Default for the Inter-flow Enabled field is
NO.

Inter-flow Timeout

A programmable field that specifies when the waiting ACD call should
leave the ACD system and be routed to the inter-flow point. The timer
range is 0O:Ol through 54:O0. The default value of this field is the
maximum time of 54 minutes.
Programming a value in this field ensures that unanswered calls do not
remain in the system after the caller disconnects. This can occur with
loop start trunks if the CO fails to send a disconnect to the
Sx-200 ML PABX.
This timer also ensures that all calls are handled within a maximum time
interval. Call handling may involve routing the caller elsewhere or
dropping the call.

Inter-flow Point Access
Code

A programmable field that contains the directory number of the inter-flow
device. Valid interflow points are LDNs, stations, sets, consoles, night
bells, ACD paths, station/set hunt groups, UCD agent hunt groups,
Automated Attendant hunt groups, system speed call numbers or DROP
CALL. If an access code is programmed, the DROP CALL softkey is
provided.

Allow Overflow to Inter-flow
Point before Timeout

Entering YES in this field allows an overflow to the interflow point before
the Inter-flow Timeout.

Priority

A programmable field used to set the priority of the ACD
range is 1 through 99 (1 is the highest priority). The field
Calls waiting for an Agent Group are serviced according
priority. Expensive trunks should be routed to a path with

Path. Priority
default is 99.
to the path
a high priority.
Page 2 of 3

9-14

Issue 1

Revision 0

March

1997

Programming

Table 9-8 ACD Path Form Fields (continued)
Field

Meaning

Service Time

A programmable field used to establish a standard time to answer. The
supervisor can use the Service Time to monitor the performance of
agents answering calls on the path.
The service time is programmable in the range 0O:OOthrough 54:O0.
The path level of service is calculated by comparing the actual time to
answer with the programmed service level.

Tenant

When a tenant number is assigned to the ACD Path, DID and TIE trunks
(which dial into the ACD path directly) follow the routing for this tenant
as defined in Form 19 - Call Rerouting Table. Enter a valid number (1
to 25). The default is blank (no tenant).

Immediately lntetflow
when no Agents Logged In

When set to YES, and “Interflow Enabled” is set to YES, then any callers
dialing in to an ACD path will intetflow immediately when no agents are
logged in. This intetflow takes place regardless of the status of the
“Interflow Timeout,” or the option “Allow Overflow to Interflow Point
Before Timeout,” or the “Interflow Point Access Code” having a value of
DROP CALL. The default is NO (immediate intetflow is not desired).
Page 3 of 3

Call Routing
9.10

Dial-in trunks to ACD Paths may also be rerouted as defined in this form. The ACD
Path is assigned a tenant number in Form 41. Figure 9-9 contains the Call Rerouting
table. Table 9-9 describes the fields applicable to ACD.

11 : 10 AM

[TENANT

10-JAN-97
:

alarm s :atus

TYPE OF CALL

Station
Dial 0 Routing
Priority
Dial 0 Routing
DID Recall Points On Busy
DID Recall Points On No Answer
DID Routing For Calls Into This Tenant
DID Illegal
#I Intercept
For This Tenant
DID Uacant Number Routing For This Tenant
DID Attendant
Recess Night Points
Non-Dial-In
Trunks
Alternate
Recall Points
Dial-In
Tie Recall Points On Busy
Dial-In
Tie Recall Points On No Answer
Dial-In
Tie Routing For Calls Into This Tenant
Station

Dial

E-TENFINT

6-QUIT

7-TENANT

Figure

March

1997

DAY

1 1801
NAME

Issue 1

1801

4-TOP

5-BOTTOM

8-DELETE

9-9 Call Rerouting

Table

Revision 0

NO ALARt’ I

1801

Routing

180 1

(CDE Form 19)

9-15

ACD TELEMARKETER Applications

Package

Field Descriptions
The header

line displays

the tenant

DAY: This field designates

group number

a directory

being programmed.

number for each type of call in Day service mode.

Nl: This field specifies the extension to which calls are routed during Night1 Service
Mode. If this field is blank, the call reroutes to the extension specified in the DAY field.
N2: This field specifies the extension number to which calls are routed during
Service Mode. If this field is blank, the call does not reroute.

Table 9-9 Call Rerouting

Night2

Options

Field

Meaning

DID Routing for Calls into
this Tenant

All DID calls normally routed to extensions are routed here to
allow screening of DID calls. This rerouting option is based on
the destination tenant.

Dial-In Tie Routing for
Calls into this Tenant

All Dial-In Tie calls normally routed to extensions are routed here
to allow screening of Dial-In Tie calls. This rerouting option is
based on the destination tenant.

Softkeys
TENANT: This softkey selects a tenant group. Pressing the TENANT softkey displays
the ENTER TENANT GROUP NUM: prompt on the command line. The selection is
completed
by entering a valid number (1 to 25). The system displays the selected
tenant group number on the header line.
TENANT NAME: Allows a name to be programmed
name may have a maximum of eight characters.
The standard softkeys
also provided.

CANCEL,

DELETE,

ENTER,

for the selected

tenant group. The

TOP, BOTTOM,

and QUIT are

ACD Recording Hunt Groups
9.11

Recorded announcements
are given to ACD callers while they wait for an idle agent.
ACD callers entering the SX-200 ML PABX on a path hear ringback until the “Delay for
Ringback”
timer specified
in the Path form has expired. At this point, the system
attempts to provide an agent. If all agents are busy and the caller must wait, the call
is routed to a recording.
The recordings are provided by hunt groups of regular ONS ports. When a RAD
answers, the system collects all callers waiting for the RAD and creates a listen-only
conference.
The hunting type of the group determines how callers select an idle RAD.
When all recordings in a group are busy, the caller camps on to the recording group
and waits for a free recording. All calls which are waiting are brought into a listen-only
conference
with the first available recording.

9-16

Issue 1

Revision 0

March

1997

Programming

At the end of the recorded message, the callers are routed to the music source defined
in the Path form. If no alternate music source is defined, the caller is given system
music or silence.
The ONS ports cannot have keyline or multi-call line appearances.
After changing the
Hunt Groups form to a Recording Hunt Group, the Hunt Groups form changes to that
shown in Figure 9-10. Fields described below but not shown in Figure 9-10 are
accessed through the OPTIONS softkey. Table 9-10 describes the fields on the Hunt
Groups form.
-

9:06

[GRP

l-GROUP
6-QUIT

g-JAN-97

1..-

TYPE

alarm

I[TERMI[STN/SET

P-CIRCULAR
7-ACCESS

Figure

March

1997

CODE

9-10

EXT NUM

BAY

SLT

CCT

1801

4-OPTIONS

5-HUNT

8-DELETE

9-EXT

NUM

Form (CDE Form

Revision 0

MAJOR

COMMENTS

3-INSERT

Hunt Groups

Issue 1

status

GROUP

17)

9-17

ACD TELEMARKETER Applications

Package

Table 9-10 Hunt Groups
Field

Form Fields
Meaning

Hunt Group Number

A programmable
99 hunt groups.

Access Code

A programmable field that contains the access code for the hunt group.
This code must be a unique number that does not conflict with the system
numbering plan. The entry in this field must be copied to the ACD Path
form as an access code to the recordings.

Type Of Search

Enter CIRCULAR or TERMINAL to specify the desired hunting method:
CIRCULAR: Hunting begins at the extension following the extension to
which the previous call was completed, and hunts through all extensions
in the hunt group in the programmed sequence.
TERMINAL: Hunting always starts at the first extension programmed in
the hunt group and terminates at the first idle extension.
Figure 9-l 0 shows an entry of TERM in this field.

Group Type

Softkey that allows the user to specify a RECORDING group type. Figure
9-10 shows the entry RECORD in this field on the form.

Extension Number

Extension number of the ONS port(s) connected
maximum number of entries in this field is 50.

Bay/Slot/Circuit

A system generated field that is displayed
number of the ONS port.

Message Length

A programmable
field that defines
the length of the recorded
announcement. The range is one second to four minutes. Default entry is
ten seconds.
This timer value determines whether the SX-200 ML PABX or the RAD
ends the recording. If the RAD is to hang up, set the Message Length at
least three seconds longer than the actual recording length. This field
allows for timing and message delays. In addition, the flash hook time
programmed into the PABX affects how soon the PABX sees the RAD
going on hook after the RAD hangs up.

Name

A programmable
field that identifies the hunt group by name. This field
cannot be accessed before the Hunt Group Access code has been
assigned.

9-18

Issue 1

two-digit field in the range of 1 through 99. ACD has only

Revision 0

to a recording.

after entering

The

the extension

March

1997

Appendix

ACD Messages
The error messages that may appear during programming
and explained, in the following table:
Table A-l

Programming

Error Message

of the ACD forms are listed,

Error Messages
Meaning

ACD agent group XX already
assigned to a supervisor

The ACD agent group which has been edited or inserted into
the sub-form is already programmed under some other
supervisor.

Agent group XX has already been
assigned elsewhere in this path

The selected overflow agent group or primary ACD agent group
is a duplicate of an agent group already specified in this path.

ACD agent group XX not assigned
to a supervisor

ACD group XX, requested by the FIND GROUP key, cannot
be displayed because it has not yet been assigned to a
supervisor.

ACDgroups
be deleted

This senior supervisor cannot be deleted from the first-level
form by the DELETE key because there are ACD groups
defined under this senior supervisor.

underXXXXXmustfirst

ACD keys template for this COS is
invalid or disabled

An attempt was made to change the COS of a logged in ACD
position. The new COS has the ACD keys template disabled
or assigned to another ACD position.

ACD Monitor Print in progress

System found at least one printer -job has been started.

ACD position active - Cannot make
template change

An attempt was made to disable or change a template COS
option while the ACD position is logged in.

AGENT STATUS not allowed when
multiple QUEUE STATUS keys are
programmed

The user is attempting to program an agent status key when
there is more than one queue status key programmed for the
template. Only one is allowed if an agent status key is present.

Agent XXXXX does not exist

The ID entered for the FIND ID key does not exist in the
database.

Agent XXXXX is on line and cannot
be deleted

The DELETE key cannot be used on an agent that is on line.

Alternate music sources cannot
have keyline or multi-call line
appearances.

Music sources cannot be line appearances.

An ACD position is currently logged
in at the SUPERSET

The user is attempting to delete a SUPERSETwhere
an ACD
position is logged in. The ACD position must first log out.

An agent’s set’s prime line cannot
have any appearances on other sets

An ACD agent is logged in at the given SUPERSET; therefore,
line appearances of that SUPERSETcannot
be programmed
into the data base.
Page 1 of 4

March

1997

Issue 1

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A-l

ACD TELEMARKETER Applications

Table A-l

Package

Programming

Error Messages

Error Message

(continued)
Meaning

Attempting to remove an Agent
Group that has calls waiting

This message is displayed if the Primary Agent group or the
Overflow agent groups have calls waiting from the path, and
the user is attempting to change or delete the agent group or
the path.

Attempting to remove a Music
Source that is currently in use

Someone is listening to the music source so it cannot be
removed. This message can occur when attempting to change
or delete a music source, deleting the recorded music source,
or deleting the path.

Attempting to remove a Recording
that is currently in use

Someone is using the Recording hunt group so it cannot be
removed. This message can occur when attempting to change
or delete the recording or when deleting the path.

Beep (audible sound from terminal)

The speed dial number entered is too long (maximum 25
digits).

Beeping (repeating
from terminal)

Too many digits or characters
selected field.

audible sounds

have been entered in the

Cannot change agent information at
time of reassignment

The user attempted to reassign an agent to the current Ai=D
Group AND change agent name or COS at the same time.
These two steps (reassign and change) must be done
separately.

Cannot change COS of an ACD
position whose set is currently in use

The ACD position being updated is logged in and is using the
set. To change the COS, the ACD position must be logged off
or logged in to an idle set.

Cannot delete last agent while
callers are waiting on ACD group XX

The user attempted to delete the last agent from ACD group
XX, and thereby delete group XX itself. ACD calls waiting for
group XX, so the deletion cannot be permitted at this time.

Cannot disable option when ACD
programming is present

The user is attempting to disable System Option 41 (Automatic
Call Distribution) when ACD programming is present in one or
all of CDE Forms 38, 39, 40 and 41.

Checking status of printer(s)

The system is checking the status of the printer(s) - during this
time the CANCEL softkey may be pressed to return the user
to the previous level.

Delete ACD Group XX from ACD
SUPERVISORS form before
deleting last agent

The user attempted to delete the last agent from group XX,
which would delete group XX itself. Group XX is referenced in
the ACD SUPERVISORS form, so it must be deleted from that
form first. Then the user is allowed to delete the last agent,
which deletes the group.

Delete ACD Group XX from ACD
PATH YY before deleting last agent

The user attempted to delete the last agent from group XX,
which would delete group XX itself. Group XX is referenced in
the ACD PATH form, for path number YY, so it must be deleted
from that form first. Then the user is allowed to delete the last
agent, which deletes the group.

Extension XXXXX can’t have a key
template and BLF module at the
same time

A key template cannot be enabled in the COS because the
extension has an associated PKM. The two features are
mutually exclusive.
Page 2 of 4

A-2

Issue 1

Revision 0

March

1997

Appendix

Table A-l

Programming

Error Messages

A - ACD Messages

(continued)
Meaning

Error Message
First Status Threshold must be start
time of previous recording

Adjust the inter-flow timeout as indicated.

Form access disallowed, enable
Automatic Call Distribution System
Option

The user is attempting to program an ACD CDE form when
ACD is not enabled in the system. System Option 104
(Maximum ACD Agents) must be enabled.

Invalid Inter-flow Point

The access code entered for the Interflow point is non-existent
or illegal. Legal points are: LDNs, stations, sets, consoles, ACD
paths, station/set hunt groups, UCD agent hunt groups,
nightbells, and system speedcall numbers.

Key number XXhas
programmed

Each agent template can only have one MAKE BUSY key
programmed.

MAKE BUSY

Key number XX has QUEUE
STATUS programmed

An agent keys template can have only one QUEUE STATUS
key programmed. A supervisor keys template can only have
one QUEUE STATUS key programmed if there is already one
AGENT STATUS key programmed.

Key number XX has SHIFT
programmed

Each template can have only one SHIFT key programmed.

Maximum Afterwork Timer is 1500

The user entered a time that is out of range.

Maximum Time is 54:00

The user entered a time that is out of range for Start Time or
for one of the thresholds.

Multiple QUEUE STATUS keys not
allowed with AGENT STATUS keys

The user is attempting to program more than one queue status
key for a template that has an agent status key programmed.
Only one is allowed if an agent status key is present.

Must delete all appearances of XX
from CALL REROUTING TABLE

This ACD path cannot be deleted because its access code is
defined in the CALL REROUTING table (Form 19).

Must delete all appearances of XX
from answer points in NON-DIAL-IN
trunks

This ACD path cannot be deleted because its access code is
defined in the NON-DIAL-IN TRUNKS form (Form 14).

No printer(s) defined for ACD

No printers for ACD have been programmed

ONS Port access code XXXXX does
not exist

Between Recordings, or Music Source Following a Recording

in CDE Form 34.

Option XXX conflicts with this option

Only one of the ACD COS options (ACD agent, ACD
supervisor, ACD seniorsupervisor) can be enabled in thesame
cos.

Option 104 must be enabled

Option 104 (Maximum ACD Agents) must be enabled before
this option can be enabled.

Option 44 must be disabled

The user is attempting
Agents)

Printer(s) busy, try later

Printers are programmed,
one that is idle.

to disable Option 104 (Maximum ACD
but the system cannot find at least
Page 3 of 4

March

1997

Issue 1

Revision 0

A-3

ACD TELEMARKETER Applications

Table A-l

Package

Programming

Error Messages

Error Message

(continued)
Meaning

Recording access code XXXXX
does not exist

The access code entered for a recording is non-existent
illegal. The code must be for a recording hunt group.

Start time of a recording must be <
Inter-flow Timeout

Adjust the start time as indicated.

Start time of a recording must be <
start time of the next recording

Adjust the recording start times as indicated.

Start time of recording must be >
start time of the previous recording

Adjust the recording start times as indicated.

Supervisor XXXX does not exist

A supervisor with ID XXXX cannot be displayed, as requested
via the FIND SUPER key, because this access code has not
been assigned to a supervisor.

Template number must be in range
U-3)

The template number is out of range.

The access code XXXX is already
assigned

In the paths form the error is: The access code entered for this
ACD Path is already assigned elsewhere in the database.
In the supervisor form the error is: The ID code which has been
inserted into the main form or the subform already exists in the
database. (It could exist as another supervisor, senior
supervisor, agent, or any other device.)
In the subform this error occurs if the user specified a different
name or COS than was previously entered for this supervisor.

The agent group XX does not exist

The specified agent group does not exist in the data base.

The maximum ACD positions
allowed are already assigned

The maximum number of ACD positions, including all position
types, is 999.

The SUPERSEThas a BLF module
and cannot have a COS with a key
template

The COS being assigned to the set has a key template enabled.

The value XX is outside valid range
for ACD agent group (l-50)

The given value is outside the valid range.

XXXXX is an ACD agent ID

The specified supervisor
agent.

XXXXX is an ACD supervisor

The user has entered a supervisor

ID from FIND SUPER is an ACD
ID for FIND AGENT.
Page 4 of 4

A-4

Issue 1

Revision 0

March

1997

Appendix

B
r-l
8

Planner Sheets
This appendix contains additional blank copies of the agent group planner and the
path planner sheets. Each sheet contains instructions on its use. For additional information on configuring an ACD system, turn to Section 4 of this practice.

March

1997

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Es
.J
XI

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Package

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issue 1

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blank

March

1997

Appendix

B - Planner Sheets

ACD TELEMARKETER
AGENT GROUP PLANNER

Ovefflow

Time -

::-

Agent Group
Name:

Overflow Time
1st Threshold
2nd Threshold
After Work

---I-

::~
:-

Overtlow Time
1st Threshold
2nd Threshold
Afler Work

-:-

Agent Group
Name:

Ovefflow Time
1st Threshold
__
2nd Threshold __
After Work
-:-

I
I

:
:: __

Overflow Time
1st Threshold
2nd Threshold
After Work

:~
:: __

1 Paths using this group:

Agent Group #:
Name:

Overflow Time 1st Threshold
2nd Threshold __
After Work
-:-

:::-

Paths using this group:
Pati # 1Overflow#
I

(P,l,2,3)

Overflow Time
1st Threshold
2nd Threshold
After Work

::: __

__
---:-

:::-

Overflow

Time

2nd Threshold

-:-

:::-

__
__
-:---

INSTRUCTIONS:
Use this planner
Once completed,
Path Planner.

as an aid in distributing
the work-load
of the agent groups. Complete
transfer the Agent Group Number to the appropriate
group (Primary,

this form before the Path Planner.
lst, Pnd, or 3rd) on Line 3 of the

1. Ovefflow timer default is 9 minutes (maximum 54 minutes). This is the maximum time a call can
ovefflowing. Prediction may allow the ovefflow before the timer expires. 1st threshold default is
2nd threshold default is 6 minutes (maximum 54 minutes). These are indications for the agents
have been waiting to be answered. Afterwork timer default is 0 minutes (maximum 15 minutes).
has after completing a call before receiving the next call.

be queued on the group before
3 minutes (maximum 54 minutes),
(queue status) of how long the calls
This is the amount of time an agent

2. Use this box to indicate how many paths the Agent Group is involved in. (P=prfmary, l=lst overflow group, 2=2nd ovefflow group,
3=3rd overflow group.) Transfer the Agent Group Number to the Path Planner (one for each Path indicated in the box).

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Package

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blank

March

1997

Appendix

B - Planner Sheets

ACD TELEMARKETER
AGENT GROUP PLANNER

, ,
Overllow lime
1st Threshold
2nd Threshold
After Work

Paths using this group:
Path #

Overflow

-:-

: :: -

2nd Threshold

# (P,1,2,3)

t
Ovefflow Time
1st Threshold
2nd Threshold After Work
-:-

E=i=/

:
::-

Paths using this group:

INSTRUCTIONS:
Use this planner
Once completed,
Path Planner.

as an aid in distributing
the work-load of the agent groups. Complete
transfer the Agent Group Number to the appropriate group (Primary,

this form before the Path Planner.
lst, 2nd, or 3rd) on Line 3 of the

1. Overflow timer default is 9 minutes (maximum 54 minutes). This is the maximum time a call can
ovefflowing. Prediction may allow the overflow before the timer expires. 1st threshold default is
2nd threshold default is 6 minutes (maximum 54 minutes). These are indications for the agents
have been waiting to be answered. After-work timer default is 0 minutes (maximum 15 minutes).
has after completing a call before receiving the next call.

be queued on the group before
3 minutes (maximum 54 minutes),
(queue status) of how long the calls
This is the amount of time an agent

group,

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1997

Appendix

0
Eisj
Name:
Path Access:
Tenant:
Priori :
Dela to Answer:
Path Service Level:

B - Planner Sheets

ACD TELEMARKETER
PATH PLANNER
Purpose of this Path:

Path:

~~~~~~~~~~

4
Yes

Immediately

intefflow

Yes

when no agents are logged in?
“I.,

I
I
INo

I
INo

3
No

QUEUED
CALLS

+
2nd Overflow

INSTRUCTIONS:
1. Complete a Path Planner for each path.
2. Caller can listen to RADs with the option of Music on Hold (MOH) or an alternate music source/recording
(RAD q Hunt Group Access Code.)
3. Callers dialing into this ACD path will intertlow immediately
4. Copy the appropriate

between the PADS.

when no agents are logged in if yes is chosen.

Agent Group Number born the Agent Group Planner.

5. The Primary Agent Group must be programmed. The path has the option of three Ovefflow Groups and Interflow out of the Path.
If the next Overflow Group is not programmed the call either inter-flows out of the path or remains as is until the call is answered or
the caller hangs up.
6. Default Inter-flow Timeout is 64 minutes. The call interflows (if enabled) or drops when the timer expires or when prediction
indicates that the call will not be answered within the timer interval. Inter-flow time starts when the call enters the path.
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issue 1

Revision 0

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1997

Appendix

B - Planner Sheets

ACD TELEMARKETER
PATH PLANNER
Purpose of this Path:
Delav to Answer.
Path Service Level:

@ ~~~~.~~~~~~~.~~~
+

Yes

$
immediately

interflow

ti;FNno

agents are logged in?

I
I
INo

I
INo

I
/No

QUEUED
CALLS
I

J- No

LA .

+
Interflow?
Yes
piiEg%q

1. Complete

:k:”

lntefflow Point:

ca2s

’

a Path Planner for each path.

2. Caller can listen to RADs with the option of Music on Hold (MOH) or an alternate music source/recording
(PAD q Hunt Group Access Code.)
3. Callers dialing into this ACD path will interflow immediately
4. Copy the appropriate

between the PADS.

when no agents are logged in if yes is chosen.

Agent Group Number from the Agent Group Planner.

5. The Primary Agent Group must be programmed. The path has the option of three Overflow Groups and lnterftow out of the Path.
If the next Overflow Group is not programmed the call either interftows out of the path or remains as is until the call is answered or
the caller hangs up.
6. Default lnterftow Timeout is 64 minutes. The call interflows (if enabled) or drops when the timer expires or when prediction
indicates that the call will not be answered within the timer interval. Inter-flow time starts when the call enters the path.
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1997

Appendix

B - Planner

Sheets

ACD TELEMARKETER
PATH PLANNER
Purpose of this Path:

Recording

Yes+

Immediately

intefflow

when no agents
“I.8
111.

-I
I

Recording

are logged in?
I

Yl?S
L

0
0
No

+ No

*
Interftow?
Yes

:?$?

lntefflow Point:

ca~ss~

’

INSTRUCTIONS:
1. Complete a Path Planner for each path.
2. Caller can listen to RADs with the option of Music on Hold (MOH) or an alternate music source/recording
(RAD = Hunt Group Access Code.)
3. Callers dialing into this ACD path will interflow immediately
4. Copy the appropriate

between the RADs.

when no agents are logged in if yes is chosen,

Agent Group Number from the Agent Group Planner.

5. The Primary Agent Group must be programmed. The path has the option of three Overflow Groups and lntefflow out of the Path.
If the next Overflow Group is not programmed the call either interftows out of the path or remains as is until the call is answered or
the caller hangs up.
6. Default lntefflow Timeout is 54 minutes. The call interflows (if enabled) or drops when the timer expires or when prediction
Indicates that the call will not be answered within the timer interval. Inter-flow time starts when the call enters the path.

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Appendix

B - Planner Sheets

ACD TELEMARKETER
PATH PLANNER
Purpose of this Path:

~~~~~~~l-~~~~
+
f
~~~,~~~~~~~~~~~

+
Immediately

Yes+
Yes

interflow

1
I
INo

when no agents are logged in?
YIN

I
/No

I
I

1
JInterflow?
Yes

-..,:.

b
YIN

lntetflow Point:
g-4
or Drop. Y/N

’

INSTRUCTIONS:
1. Complete a Path Planner for each path.
2. Caller can listen to RADs with the option of Music on Hold (MOH) or an alternate music source/recording
(RAD q Hunt Group Access Code.)
3.

Callers dialing into this ACD path will interflow immediately

4. Copy the appropriate

between the RADs.

when no agents are logged in if yes is chosen.

Agent Group Number from the Agent Group Planner.

5. The Primary Agent Group must be programmed. The path has the option of three Overflow Groups and Interflow out of the Path.
If the next Overflow Group is not programmed the call either interflows out of the path or remains as is until the call is answered or
the caller hangs up.
6. perauk Interflow Timeout is 54 minutes. The call interflows (if enabled) or drops when the timer expires or when prediction
Indicates that the call will not be answered within the timer interval. Interflow time starts when the call enters the path.
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Appendix

Name:
Path Access:
Tenant:
Priori :
Dela to Answer:
,-Path Service Level:

ACD TELEMARKETER
PATH PLANNER
Purpose of this Path:
Path:

Immediately
-

B - Planner Sheets

I
INo

intefflow

wl-;~

agents are logged in?

I
INo

3
No

QUEUED
CALLS

4
Interflow?

lntefflow Point:
wi

L$:’

ca~5s~

’

INSTRUCTIONS:
1. Complete a Path Planner for each path.
2. Caller can listen to f?ADs with the option of Music on Hold (MOH) or an alternate music source/recording
(PAD = Hunt Group Access Code.)
3. Callers dialing into this ACD path will interflow immediately
4. Copy the appropriate

between the PADS.

when no agents are logged in if yes is chosen.

Agent Group Number from the Agent Group Planner.

5. The Primary Agent Group must be programmed. The path has the option of three Ovefflow Groups and lnterftow out of the Path.
If the next Overflow Group is not programmed the call either interflows out of the path or remains as is until the call is answered or
the caller hangs up.
6. Default lntefflow Timeout is 54 minutes. The call interftows (if enabled) or drops when the timer expires or when prediction
rndrcates that the call will not be answered within the timer interval. Inter-flow time starts when the call enters the path.
cc0390

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1997

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ACD TELEMARKETER Applications

Package

This page intentionally

B-16

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blank

March

1997

Appendix

B - Planner Sheets

ACD TELEMARKETER
PATH PLANNER
Purpose of this Path:

Recording
RAD:
Start: Name:
Length:-:-

1
MOH

Start: -

EG:
*

Yes

Immediately
I
INo

intefflow

+
Yt?S

when no agents are logged in?
YIN

I
INo

I
1No

between the RADs.

when no agents are logged in if yes is chosen.

Agent Group Number from the Agent Group Planner.

5. The Primary Agent Group must be programmed. The path has the option of three Ovefflow Groups and Interflow out of the Path.
If the next Overflow Group is not programmed the call either interflows out of the path or remains as is until the call is answered or
the caller hangs up.
6. Default Interflow Timeout is 54 minutes. The call interflows (ii enabled) or drops when the timer expires or when prediction
indicates that the call will not be answered within the timer interval. Interflow time starts when the call enters the path.
cc0390

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ACD TELEMARKETER Applications

Package

WTFS

B-18

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March

1997

SX-200@ ML PABX

Automated
Attendant
Application
Package

l”, 8 - Trademark of Mite1 Corporation.
0 Copyright 1997. Mite1 Corporation.
All ri$ts-b?&
Printed in Canada.

MITEL@

Automated

Attendant

Application

Package

NOTICE
The information
contained
in this document is believed to be accurate in all respects but is not warranted
by Mite1 Corporation
(MITELs).
The information
is
subject to change without notice and should not be construed in any way as a
commitment
by Mite1 or any of its affiliates or subsidiaries.
Mite1 and its affiliates
and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes.

SX-200, SUPERSET, SUPERSET 420, SUPERSET
LIGHTWARE are trademarks of MITEL Corporation.

Issue 1

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430, ACD TELEMARKETER

March

and

1997

Table of Contents
1.

Introduction

........................................................

Reasonforlssue
.......................................................
lntendedAudience........................................................lPractice Structure ........................................................
....................................................
Associated Documents

Functional

Description.

..............................................

Overview .............................................................
Auto-Attendant Groups ...................................................
BasicOperation
........................................................
Digit Handling .......................................................
Conflict Dialing .......................................................
Valid Destinations .....................................................
CO Trunk Dialing .....................................................
Prefix Digits ............................................................
Typical Applications ...................................................
Prefix Processing .....................................................
Illegal Number Handling ..................................................
Vacant Number Routing ..................................................
Front End Recording .....................................................
Default Destination
......................................................
Default Answering Points ...............................................
Routing to Default Destination ...........................................
RAD Operation .........................................................
Resource Allocation ......................................................
DTMF Receiver Requirements ...........................................
Receiver Allocation Control .............................................
BusyRecordings
....................................................
Busy Receivers .....................................................
Busy RAD or Receiver Timeout ..........................................

Operation.............................................................3CallerDisplays...........................................................3Called Party Displays ....................................................
Transfers .............................................................
Interaction with Other Features .............................................
Account Codes ......................................................
ARS ..............................................................
Callbacks ..........................................................
Call Duration Display ..................................................
Call Forwarding
......................................................
Campon ...........................................................
DID/Dial-in Trunk Busy Rerouting ........................................
DirecttoARS
.......................................................
Recall on Default or Dialed Destination ....................................
System Abbreviated Dial ...............................................
Tenanting ..........................................................
SMDR ...............................................................
Sample SMDR Record .................................................
Analog Networking
......................................................
Traffic Measurement
.....................................................

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..I- 1
..I-

1
1
1-l
1-l

.2-l
..2- 1
.2-l
..2- 2
..2- 2
.2-2
.2-3
.2-3
.2-3
.2-4
.2-4
.2-4
.2-5
.2-5
.2-5
.2-5
.2-5
.2-6
.2-6
.2-6
.2-7
..2- 7
..2- 8
.2-8

1
1
.3-l
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.3-l
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..3- 2
..3- 2
.3-2
.3-2
..3- 3
.3-3
..3- 3
.3-3
.3-3
..3- 3
..3- 4
.3-4
.3-4
.3-5

Automated

Attendant

Application

Package

Programming.........................................................4-

System Option Form .....................................................
COSOptionForm
......................................................
CallReroutingForm.......................................................4HuntGroupform
.......................................................
SampleProgramming
...................................................
Basic Automated Attendant Feature ......................................
ACD Front-end Message ...............................................
Aided External Dialing .................................................

Maintenance

...............................

RAD Failure Handling ..........................
RADs in DND ..............................
Failure to Answer ...........................
Troubleshooting
Guidelines ......................
Failure to Answer ...........................
Call Dropped..
.............................
RAD Fails to Drop ...........................
Wrong Message ............................

.4-l
..4- 1
1
..4- 1
..4- 2
.4-2
.4-3
.4-3

..........................

5-1

..........................
..........................
..........................
..........................
..........................
..........................
..........................
..........................

5-1
5-l
5-1
5-l
5-l
5-l
5-l
5-2

lnstallation............................................................6-1
Receivers ................................................
Main Control Card II Receivers ............................
Universal Card Receiver Modules ..........................

............
............
............

6-l
6-l
6-l

List of Figures
Figure 2-l

Automated

Attendant

Call Handling

. . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-l

List of Tables
Table 3-1

SMDR Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-4

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1997

1 Introduction
This document describes the features, operation and programming
of the Automated
Attendant feature for the SX-200@ ML PABX. The Automated Attendant Application
Package is a software option that must be purchased.

Reason for Issue
1.1

This practice is issued to include the Automated Attendant
available with SX-200 ML LIGHTWARETM
16 software.

feature,

which is an option

Intended Audience
1.2

The intended audience
includes those involved in the marketing,
gramming, and operation of the Automated
Attendant feature.

installation,

pro-

Practice Structure
1.3

The practice

contains

six sections

Introduction

- Introduces

that cover the following

the practice

topics:

and lists related documents.

Functional Description - Describes the Automated Attendant
and software components
that make up the package.
Operation - Describes the interactions
other SX-200 ML PABX features.
Customer
Maintenance
Installation
the feature

Data Entry - Covers
- Discusses

between

the Automated

the CDE requirements

maintenance

feature

and the hardware

Attendant

feature

and

for the feature.

for the Automated

Attendant

- Briefly describes the hardware and software requirements
and includes the provisioning
of DTMF receivers.

feature.
for installing

Associated Documents
1.4

Refer to the following
l

March

1997

practices

for additional

Features Description
Practice
ACD TELEMARKETER@
Application

Issue 1

information:

Package

Revision 0

Practice.

l-l

Automated

l-2

Attendant

Application

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March

1997

2 Functional

Description

This section describes the basic operation of the Automated Attendant feature and the
hardware and software components
that make up the feature package. Included are
overviews of the feature and descriptions of Auto-Attendant
groups, handling of illegal
calls, default destinations,
DTMF receiver requirements,
and resource allocation.

Overview
2.1

As shown in Figure 2-1, the Automated
recorded announcement
device (RAD).
can access a directory number on the
choosing not to dial during the message
as an attendant, when the message is
available with SX-200 ML LlGHTWARE

Figure

Auto-Attendant
2.2

Attendant

1997

Call Handling

Groups

The Automated Attendant feature introduces
Auto-Attendant
group. This group is similar
ACD TELEMARKETER feature. The Automated
rerouting or dialing into an Auto-Attendant
contain only single-line ports (that is, ONS),
group such as:
.

March

2-1 Automated

Attendant feature directs incoming calls to a
The RAD message instructs callers that they
system by dialing over the message. Callers
are routed to a default answering point, such
finished. The Automated
Attendant feature is
16 software.

an additional hunt group type called an
to the recording
groups used in the
Attendant feature is accessed by either
group. The Auto-Attendant
group can
and has the main features of any hunt

hunt group number
access code
circular or terminal

hunting.

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2-l

Automated

Attendant

Application

Package

Through customer data entry (CDE),
programmable
options that include:
.
l

wait for resources

The Auto-Attendant
can be programmed
.
l

also have several

message length
default destination

groups

name

prefix digits
dialing enabled

auto-Attendant

time.

group access code can be dialed by any device. This access code
as a destination
in the following CDE forms:

Form 19, Call Rerouting
Form 14, Non Dial-In Trunks
Form 17, Hunt Groups (hunt group overflow)
Form 41, ACD Path (path inter-flow).

The Auto-Attendant
group access code can also be used as a call forwarding
point.
The group cannot be used as a normal recording group for Uniform Call Distribution
(UCD), ACD and/or Automatic Wakeup.

Basic Operation
2.3

When an internal or external caller reaches an Auto-Attendant
group, the system
hunts for an available RAD, connects the caller to the RAD, and connects a DTMF
receiver to retrieve digits dialed by the caller. If the caller dials a number, the caller is
routed to that number. If the caller does not dial a number, the caller is routed to a
default answering
point assigned during CDE. The following subsections
describe
basic call handling for calls to the Automated
Attendant.

Digit Handling
The system assigns one DTMF receiver to each caller while the caller is listening to
the recording. The recording is terminated
as soon as the first digit is received from
the caller. After dialing a valid number, the caller is routed to that number.

Conflict Dialing
When the caller dials, conflict dialing is in effect, and the normal 1 Ssecond inter-digit
timeout applies. The recording is terminated
when the conflict timer starts. The user
listens to silence while the conflict timer is running. For additional information on conflict
dialing and inter-digit timeout, refer to Conflict Dialing in the Features Description
Practice.

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March

1997

Functional

Description

Valid Destinations
The valid destinations
available to a caller depend upon what the originating device
(trunk or telephone) is allowed to dial during a normal operation. All the usual PBX
dialing features apply, such as:
l

DID/TIE

rerouting

on no answer

DID and DND interactions
Device/tenant
interconnection
restrictions
Class of Service (COS) options for Abbreviated

Dial.

Dialing capability ends as soon as the recording ends. Once a destination is attempted,
the automated
feature ends, and the regular call features such as campon are
available.
CO Trunk Dialing
The Automated Attendant feature allows CO trunks to access several features
normally inaccessible.
A CO trunk can dial:
l

.
l

account codes
abbreviated
dial numbers
stations
sets
hunt groups

(including

data hunt groups)

consoles
LDNs
night bells

modem pools
ACD paths

ACD positions.

that are

Automated
Attendant also affects ARS toll control:
through a system abbreviated
dial number.

a CO trunk can only access ARS

Prefix Digits
2.4

Each Auto-Attendant
group can be programmed
in CDE with a string of prefix digits.
The prefix can contain up to 4 digits and is inserted in front of the digits dialed by the
caller. The prefix allows the caller to dial a single digit and be routed to devices that
have normal multi-digit extension numbers.
The prefix is only inserted if the caller
dials at least one digit.

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2-3

Automated

Attendant

Application

Package

Typical Applications
The prefix can be used to
l

provide single digit menus
reduce digit dialing
restrict dialing to numbers that start with the prefix
provide entry into other features that require digits
access codes).

(such as ARS and feature

Prefix Processing
Processing of prefix digits starts only after the first digit is dialed. If the prefix itself is
a valid access code, the caller will be considered to have dialed the access code, and
the system ignores the first digit dialed by the caller.
If the prefix contains a feature access code, control of the call is given to the feature
after the digits are processed.
If the feature returns dial tone to the caller and other
digits have to be processed, the remaining digits are ignored because the feature clears
the digits from the receiver.
If, for example, the system is programmed
with * as the account code
and 123 as a valid account code, setting the prefix to *I23 causes the
process the prefix as a complete account code and ignore the first digit
caller. In this case, the system returns dial tone after the processing is

access code
system to
dialed by the
complete.

This situation can be avoided by ensuring that the prefix does not include enough digits
to run a feature to completion.
Again, assuming
* is the account code access code,
using a prefix of * prevents dropping any digits. The first digit dialed by the caller is
the start of the account code.

Illegal Number Handling
2.5

If the dialed number is illegal, the system checks for illegal number routing using the
tenant group of the first member programmed
in the Automated
Attendant group. If
the routing point has illegal number routing programmed,
the system redirects the
caller to the routing point. The routing point can be another Automated
Attendant
group. If no illegal number routing is programmed,
the caller is given reorder tone and
is eventually disconnected.
Examples
.
l

of illegal number

conditions

include:

device interconnection
tenant interconnection
not valid for caller type
feature restricted.

Each Auto-Attendant
group can be assigned different rerouting points by assigning
different tenant group number to the first member of each Auto-Attendant
group.

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March

1997

Functional

Description

Vacant Number Routing
2.6

Handling callers that dial a vacant number, such as an unassigned
access code, is
similar to the illegal number handling
described
above. In the case of a vacant
number, vacant number routing rather than illegal number routing is checked.

Front End Recording
2.7

Front end recordings present a message to the caller as soon as the call enters the
system. Auto-Attendant
groups can provide this feature by having dialing disabled
during the recording. This provides a simple front-end recording without assigning a
DTMF receiver. Digits dialed by the caller are ignored and the prefix digits have no
affect. Calls are routed to the default destination as normal.

Default Destination
2.8

When a recording ends, callers who have not dialed at least one digit during the
recording are routed to the default destination
for the group. Failing to program a
default destination
means that when the recording ends, the caller is given reorder
tone and eventually disconnected.
Default Answering
Valid default
.

Points

points for the Automated

Attendant

feature

are:

console
LDN
night bell
station
SUPERSETTM

telephone

logical line
ACD path
hunt group
ACD positions

(agent,

supervisor

and senior supervisor)

system Abbreviated
Dial
Auto-Attendant
hunt group.

Routing

to Default Destination

When the caller is routed to the default destination, the system handles the call as a
call reroute. Device and tenant interconnection
is bypassed, DND is ignored, and the
caller automatically
camps on to the destination if it is busy. Refer to Call Rerouting in
the Features Description Practice.

March

1997

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2-5

Automated

Attendant

Application

Package

RAD Operation
2.9

RAD operation
is similar
package. The Automated
enhanced
recording group
Recording Support, in the
and recording groups.

to the RADs in the ACD TELElMARKETER
applications
Attendant
feature uses the Auto-Attendant
group as an
so that the basic recording group features apply. Refer to
Features Description
Practice for information
about RADs

The length of the recorded message, either programmed
in CDE or in the RAD itself,
should be greater than the actual message to create a silent period at the end of the
recording. The silent period results in a delay between the end of the message and
the rerouting to the default destination to give the caller time to think about the message
and to start dialing. Complex instructions in the message may require a longer delay
at the end of the message.

Resource
2.10

Allocation

Each call entering the Automated
Attendant
feature uses two primary resources:
RAD and a DTMF receiver. Usage differs between the two resources as explained
thefollowing
paragraphs:
Each time a RAD becomes free, an unlimited amount of that resource becomes
available because of the unlimited number of listen-only conferees that can be serviced
by that one RAD.
When a receiver becomes free, however, only one piece of that resource becomes
available because only one caller can use the receiver at a time. Receiver availability
becomes the primary resource limitation for the Automated Attendant feature.
DTMF Receiver Requirements
In addition to the number of receivers needed for normal PBX operation, the number
of extra receivers needed for the Automated
Attendant feature is approximately:
Average
Maximum

number

of calls per hour

# of messages

given per hour

where:
maximum # of messages given per hour = 3600/message
clear down time) in seconds (for groups with one RAD).

length (including

setup and

A limited number of messages can be played in one hour. Therefore, to service all
callers, each message must play to a number of callers. This calculation is an estimate
for a single group in the system. Additional groups require additional receivers.

2-6

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March

1997

a
in

Functional

As an
group
played
callers
Note:

Description

example for a single group, assume that 100 callers per hour are accessing the
and that the message length is 20 seconds. This means 180 messages can be
per hour and 100/180 or at least one receiver is needed to service all of the
in that hour. Round the result of this calculation up to the next whole number.
The minimum quantity of receivers must be equal to the number of RADs assigned
Automated Attendant feature so that RADs can operate concurrently.

Receiver Allocation

to the

Control

The user can place limits on the number of receivers available to the Automated
Attendant feature (across all Auto-Attendant
groups). Without this limit, the Automated
Attendant feature can potentially use up all receivers in the system and block dialing
for extended periods.
The limit is specified by programming
System Option 59, Receivers Reserved for
Non-Auto-Attendant
Use. The Automated Attendant feature uses as many receivers
as possible but it will always leave at least this number of receivers available for the
rest of the system.
Receivers
Reducing
Attendant

going out of service (for diagnostics,
etc.) have no effect on this number.
the number of available receivers removes receivers from the Automated
feature first.

When the limit is specified, the
receivers present in the system
as a limit. If the system contains
feature is unable to access any
available” condition.

system does not check to ensure that the number of
is greater than the number of receivers programmed
fewer receivers than the limit, the Automated Attendant
receivers. The system handles this as a “no receivers

Setting the number of receivers to more than the number in the system results in all
calls that are directed at Auto-Attendant
groups ending up at the default destination.
Busy Recordings
If a call arrives at the Automated Attendant when all recordings are busy or unavailable,
the caller is camped on to the group to wait for a recording. The wait time is
programmable
for each group through CDE. Unless all RADs fail, the caller wait time
should be no longer than the RAD cycle time. Normal camp-on audio is returned to
callers.
When a recording becomes free, the system rings the RAD. When the RAD answers,
the system sets up a listen only conference for all callers camped on to the
Auto-Attendant
group. The callers are retrieved using the normal campon priority
scheme. Callers will be retrieved until there are no more waiting callers or until all
available DTMF receivers in the system have been allocated (DTMF receiver allocation
is subject to the receiver usage limits for the Automated
Attendant feature in the
system). Once all receivers are used up, the remaining callers continue to wait for
resources to become free.

March

1997

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2-7

Automated

Attendant

Application

Package

Busy Receivers
If no receivers are available when a RAD becomes free, the system camps the caller
on to the Auto-Attendant
group to wait until a receiver becomes available. The wait
time is programmable
through CDE.
Note:

Internal callers dialing the group (including dial-in trunks and CO trunks coming
groups) do not keep their receivers after dialing an Auto-Attendant
group. These
allocated another receiver based upon the receiver allocation system option.

Busy FIAD or Receiver

from other
callers are

Timeout

The wait for resources timer on the group controls the length of time that a caller is
allowed to wait for a RAD or for a receiver to become available. When the wait timeout
occurs, the caller immediately calls the default destination without listening to a
recording. If the caller is ringing a RAD when the timer expires, the timeout is ignored.
Traffic measurement
for this group is pegged each time that a recording is skipped
because of a waiting timeout. If no default destination
is specified, the caller is given
reorder tone and eventually is ‘put into suspended
state.

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March

1997

3 Operation
The Automated Attendant feature requires no special operating instructions because
calls are routed to the Automated
Attendant by the system. This section describes the
displays that appear on the sets of internal callers after dialing the Automated
Attendant, and when receiving a call directed from the Automated
Attendant. This
section also describes the interaction between the Automated
Attendant feature and
other SX-200 ML PABX features.

Caller Displays
3.1

The SUPERSET 420TM and SUPERSET 430TM telephones
and the attendant console
show normal ringback, busy, and talking state displays when calling a hunt group.

Called Patty Displays
3.2

The display of a party called from an Auto-Attendant
group is the normal call
processing display for the given caller and called party. No special indication is given
to show that the call came from a group, however, either the name or the access code
of the group isbe displayed.

Transfers
3.3

Callers are unable to
transfer is attempted
and the caller will be
busy group, however,

transfer another party to a group while ringing or listening. If a
during ringing or listening, the system will terminate the feature
recalled by the held party. Extensions can transfer a party to a
the console cannot transfer to a busy Auto-Attendant
group.

Calls can be indirectly transferred
to groups by calling an extension that has Call
Forward No Answer programmed
to a group and releasing the held caller to the
forwarded extension before the call forward no answer timeout has expired.

Interaction with Other Features
3.4

The Automated
Attendant
feature
system. The following subsections
alphabetical
order.

can affect the operation
outline the interactions.

of certain features in the
Features are arranged in

The Automated
Attendant feature has no special call handling features built in for
compatibility with ACD. A caller using the Automated Attendant feature to access ACD
hears the Automated Attendant recording, dials an ACD path, and hears ringback tone
before the ACD recordings are started.
The Automated
Attendant feature does close off and print the current SMDR buffer
before it enters ACD to preserve the Automated Attendant feature information in the
SMDR record and to prevent a conflict between ACD and Automated
Attendant
information
in the dialed digits field.

March

1997

Issue 1

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3-l

Automated

Attendant

Application

Package

ACD callers using the Automated Attendant feature after an agent answers are handled
as normal. In addition, the Automated
Attendant feature does not add any digits into
the dialed digit buffer to preserve the ACD information.
Account

Codes

CO trunks can dial the account code access code. No checks are made to see whether
the access is from the Automated
Attendant feature.
DID trunks
Automated

are blocked
Attendant.

from accessing

the account

code feature

even through

Verified account codes can provide ARS access security. With Auto-Attendant
groups,
this feature can be used by assigning prefix digits that are the account code access
code. The user then dials the verified account code to change dialing privileges.
Because CO trunks can access account codes, the Direct to ARS feature is available
to CO trunks after the CO trunk user dials an account code.
The prefix for a group can be programmed
as the account code access code and may
contain the leading account code digits. The user then dials the remaining account
code digits.
ARS
A CO trunk cannot normally dial ARS directly and must use one of three ways to access
ARS: forwarding,
transfer, or ACD Inter-flow. Because a CO trunk has no Class of
Restriction (COR) number, forwarding and transfer use the COR number of the
forwarder or transferrer.
For the Automated
Attendant feature, as with ACD interflow, no COR number is
provided for the CO trunk during dialing; therefore, there is no toll control. CO trunks,
however, are unable to dial an ARS digit string directly. From the Automated Attendant
feature, a CO trunk can only access ARS through a system abbreviated
dial number.
Callbacks
Callbacks

to a group are not allowed

Call Duration

to Auto-Attendant

groups.

Display

When a SUPERSET420and
SUPERSET430telephone
answers a trunk routed from
an Auto-Attendant
group, the call duration display shows the call duration beginning
when a non-recording
answers the trunk. This method is consistent with the display
for trunks from other recording applications
(even though for Automated Attendant the
time to answer in SMDR is the time to answer by the recording, not the set).
Call Forwarding
When a caller reaches an Auto-Attendant
group, the caller’s current call forwarding
history is cleared to prevent problems with forwarding hop limits when a group is a
forwarding destination.
The caller can be forwarded again for the maximum number
of forwarding
steps.

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1997

Operation

Campon
When all RADs are unavailable, the system camps the caller on to the Auto-Attendant
group. All device types except the console can be camped on to the group. Because
the console is not permitted to camp on to anything, it is given busy tone and must try
dialing the group again.
DID/Dial-in

Trunk Busy Rerouting

The DID/Dial-in trunk busy rerouting point is not operational
when calling an
Auto-Attendant
group (the trunk always camps on if the group is busy). The feature
operational when the caller dials from the group.

Direct to ARS
The Direct to ARS feature applies to calls after an account code is successfully dialed
from a group (Direct to ARS applies to all devices). An added application is that Analog
Networking passes the account code into the network. If a caller dials an account code
from a group and then with Direct to ARS goes to an analog network trunk, the digits
that the caller dials from the group will be passed into the network.
Recall on Default or Dialed Destination
No recall point is set up by the Automated Attendant feature. Recall on busy and no
answer operate as if the feature had not been accessed, this feature acts as if the
default or dialed destination had been reached directly. The answer supervision given
to the trunk during the ringing has no effect on recall.
System Abbreviated

Dial

Normal system operation prevents CO trunks from accessing system abbreviated
dialing except through external call forwarding. With the Automated
Attendant feature,
CO trunks can dial the system abbreviated dial access code. The CO trunk must have
the abbreviated
dial access COS option enabled as is the case with other devices.
The system allows callers to access any numbers in the system. If access is given to
Automated Attendant callers, the only control available is through toll control for ARS
numbers.
If necessary, the prefix feature can be used to restrict access from the Automated
Attendant to specific numbers. The prefix feature limits the caller to dialing only a limited
set of numbers, such as those beginning with the digits 12.
Tenanting
Tenanting can be used to restrict the dialing ability of callers who use the Automated
Attendant feature. With the tenant interconnection
table, callers can be put in a special
tenant group and be allowed to dial only designated extensions in the system.

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3-3

Automated

Attendant

Application

Package

SMDR
3.5

Incoming SMDR records indicate that the Automated
used. Table 3-1 below defines the significant fields.

Attendant

feature

has been

I
Table 3-l SMDR Fields

Contains the extension number of the party that answered the

Call Completion

Status

Dialed Digits

Indicates call completion with regard to the group called rather
than the destination dialed or routed to from the Automated
Attendant feature.
Shows the group access code and the destinations dialed by
the caller (even if the digits dialed are invalid) or the default
destination (if taken).
Dialed digits overwrite any information already in this field as a
result of analog networking. The access code and digits are
written to the field with a sinole blank between them.

Indicates the time until answered by the RAD. This duration
shows waiting times for receiver and RAD resources, since the
trunk will only be answered when the recording is ready to be
played. For UCD, ACD, and AA0 (Automatic Attendant
Overflow - COS option 705) the time to answer is the duration
until answer by a device other than the recording.
Shows the elapsed time from the time when the RAD
answers the call, not when a party in the PBX answers the call
(unlike ACD, UCD, and AAO).

Sample SMDR Record
Below is a sample record. Trunk 001 has called in to group 123 and after 20 seconds
is answered by a RAD in the group at 12:32. The trunk then dials 555 and is answered
at extension 555. The trunk talks to extension 555 and then hangs up. The total duration
of the trunk call was 20 minutes, 12 seconds.
06/28 12:32

00:20:12

TOO1

020

123

555

If the caller arrives at a group again or after SMDR has already recorded an answer,
no special entries are made in the record. The Auto-Attendant
group appears as the
called destination,
third party, etc., as would any hunt group.

Analog Networking
3.6

3-4

Analog networking
information
in the SMDR records is overwritten
when a trunk that
uses analog networking
accesses
the Automated
Attendant
feature and dials a
number. The Automated
Attendant
feature information
replaces the digits already
stored. The SMDR record is not altered if no recording
is heard; instead, normal
SMDR is done.

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Operation

Traffic Measurement
3.7

The normal traffic measurement
statistics for hunt groups are also available for
Auto-Attendant
groups.
As with other recording
groups that have listen-only
conference, the busy pegs are not very useful because an unlimited number of callers
are connected each time a RAD becomes free.
The usage pegs and usage CCS indicate calls handled and RAD
peg is present for Auto-Attendant
groups to help diagnose receiver
The skip peg shows how many failures to get a receiver resulted
recording and routing to the default destination. A non-zero value
receiver shortage problems.

usage. An additional
shortage problems.
in a call skipping the
in this field indicates

EXAMPLE:
HUNT GROUPS:
Number
Peg
1
6

Skip

Usage

123.00

Busy Peg
ccs

Max/Avl
213

Traffic measurement
also records receiver usage from the Automated
feature. The l-, Z-, and 3-second receiver wait pegs are not updated.
usage peg, receiver CCS, and max/avail fields are updated.

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Attendant
The receiver

3-5

Automated

3-6

Attendant

Application

Package

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1997

4 Programming
The Automated Attendant Application
Package is a software option that must be purchased. The Automated
Attendant feature is enabled and controlled through entries
in customer data entry (CDE). This section lists the forms related to this feature and
describes the entries required on each form.

System Option Form
4.1

The following fields on the System
Attendant feature:

Options

Form (Form

04) affect

the Automated

System Option 106 - Automated
Attendant: Controls the availability of the feature. This
option allows programming
of Auto-Attendant
groups. The option cannot be disabled
until all groups are deleted. The option is disabled by default.
System Option 59 - Receivers Reserved For Non-Auto-Attendant
Use: A numeric field
that defines the number of receivers reserved for normal call processing.
Acceptable
entries are 1 to 99 or ALL. The value in this field is not restricted by the number of
receivers currently in the system.
By default, the value is set to UNKNOWN
when the user starts programming
the
system. The system prevents the user from programming
any Auto-Attendant
groups
until this value is changed to a number from 1 to 99 or ALL. “UNKNOWN”
is an initial
value only and can never be programmed
by the user.

COS Option Form
4.2

The COS (Form 03) options that apply are those for members
of recording
hunt
groups. Refer to the Programming
section of the Features Description
Practice for
details about setting the recording group COS options.

Call Rerouting Form
4.3

The UCD Recording
routing and Automatic
Wakeup routing entries
Rerouting Table (Form 19) cannot include an Auto-Attendant
group.

in the Call

Hunt Group form
4.4

The programming
of the Auto-Attendant
group type in Form 17, Hunt Groups, follows
the programming
for all other hunt group types. The distinction is in the group type
and options. The group type is selected by pressing the GROUP TYPE and then the
AUTO ATT softkeys.
If the user has not filled in a value for System Option 59, Receivers Reserved For
Non-Auto-Attendant
Feature Use, they are not permitted to create an Auto-Attendant

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4-l

Automated

Attendant

Application

group. When the ENTER
message appears:
System

Package

key is pressed

Option 59 must be programmed

The user must return to the System

to change

before

Options

the group type, the following

creating

an Auto-Attendant

form and program

error

group.

a value for Option

59.

The group type cannot be changed from AUTO ATT to some other group type unless
all of the RADs in the group are either DND, busied-out,
or idle. Once the group type
is set, the OPTION softkey is used to set up options on the group. The options for
Automated
Attendant groups only appear when the group type is AUTO ATT.
The fields on the Auto-Attendant
group form are described below. Default values are
also shown. To change information in the fields, scroll to the desired field and, depending upon the field, either enter the desired value or press the appropriate
softkey:
Name: Enter the name string (the same rules apply as for recording
Default: No name.

groups).

Message Length:
Enter the message length time in minutes and seconds (the same
rules apply as for recording groups). Default: message length = 10 seconds.
Default Destination:
Enter an access code. The access code must already
signed to a valid destination.
Default: No default destination.
Dialing Over Recording:
Select the DISABLE or ENABLE softkey
when the Dialing over Recording field is in the scroll window.
Default: Dialing over recording enabled.
Prefix Digits: Enter the digit string, containing
#. Default: No prefix digits.

be as-

that is to appear

0 to 4 digits. Valid digits are O-9, * and

Wait For Resources:
Enter the time to wait in minutes
Default: Wait for resources = 1 minute.

and seconds

(0O:OO to 54:OO).

If the group type is changed, all of the above information is deleted if the information
no longer applies to the new group type. “Name” is never lost and “Message Length”
is not lost if the new group type is RECORDING.

Sample Programming
Basic Automated
4.5

Callers

Attendant

Feature

are routed to a group with a typical

message:

“Thank you for calling the ABC company Automated
Attendant number. If you know
the extension number of the person you are trying to reach, and if you have a touch-dial
telephone, you may dial the number before the end of this message. If not, someone
will be with you shortly.”
In this example, an LDN is programmed
as the default destination for the Automated
Attendant group. The LDN is assigned the name “ABC” which shows the attendant the
name of the company that the caller was attempting
to reach.

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Programming

An additional group could be supplied as the illegal number routing point for the tenant
group of the first RAD in the first group. The second group could have a message
saying:
“You have dialed an incorrect
will be with you shortly.”

number.

Please try again or stay on the line and someone

The default destination for the second group isan LDN that indicates a caller that had
already misdialed a number. The illegal number routing point for the tenant group of
the first RAD in the second group would be the same group itself, so that the caller
would keep looping back to the same group when an illegal number is dialed.
ACD Frontend

Message

Using an ACD Front-End
such as:

message,

ACD callers are routed to a group with a message

“Thank you for calling the ACME Supply House. If you have a touch-dial telephone,
please dial 1 for housewares,
2 for seed catalogs and 9 to repeat this message.
Otherwise, please stay on the line and an agent will be with you shortly.”
The default destination for this recording group is an ACD path that handles unscreened
calls. The recording group also has a prefix of “123” programmed.
The ACD path for
housewares
has the access code “1231”, the ACD path for seed catalogs has the
access code “1232”, and the recording group itself has the access code “1239”.
Aided External Dialing
Using aided external

dialing,

callers are routed to a group with a message

such as:

“Thank you for calling. Please dial 1 for the Toronto office, 2 for Vancouver and 3 for
Montreal. Otherwise, please stay on the line and the attendant will be with you shortly.”
The recording group is programmed
nation with a prefix of 80.
Assuming that the access
system speed abbreviated
Montreal.

March

1997

with the attendant

console

as the default

desti-

code for system speed dial is 80, the caller is selecting
dial numbers. Index 1 is Toronto, 2 is Vancouver, and 3 is

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4-3

Automated

4-4

Attendant

Application

Package

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5 Maintenance
RAD Failure Handling
5.1

The RAD failure handling for the Automated
Attendant
ACD TELEMARKETER
Application
Package Practice.

feature

is as described

in the

RADs in DND
If a caller
the caller
goes out
group in

accesses an Auto-Attendant
is immediately
routed to the
of service, the waiting callers
which all of the RADs are out

group that has all RADs in DND or Busy-out,
default destination.
If the last RAD in a group
are processed as if they had just accessed a
of service.

Failure to Answer
If a RAD fails to answer, the caller ringing the RAD is routed to the default destination.
The RAD is placed in DND.

Troubleshooting

Guidelines

Failure to Answer
Problem:

A call is never answered

by a RAD. The call always

routes to the default.

Action:
l

Verify that the RAD is functioning

(not all in DND or busy-out).

Check that the RAD message length is not too short.
Check traffic measurement
for skip pegs for the group (indicates a problem
too few RADs or too few receivers required for Automated
Attendant).
Check the “wait for resources

with

time” for the group.

Call Dropped
Problem:

A call is dropped

after no number

is dialed.

Action:
l

Verify that a default destination
is programmed.
Confirm that a connection
is allowed between
destination.

possible

callers

and the default

FiAD Fails to Drop
Problem:
Action:

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1997

Recording

does not end even though

Ensure that the option “Dialing

Issue 1

digits are dialed.

Over Recording”

Revision 0

is enabled

for that group.

5-l

Automated

Attendant

Application

Package

Wrong Message
Problem:

A caller receives

the wrong message.

Action:

Verify that message was recorded
Check that the RAD is programmed

Check that the RAD is connected

5-2

Issue 1

correctly.
correctly.
to the correct

Revision 0

line circuit.

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1997

6 Installation
The Automated
Attendant feature may require additional receivers to prevent users
from complaining
about a delay to dial tone. The following subsections
describe the
installation requirements
for the Automated
Attendant feature:

Receivers
6.1

Ensure that the system is provisioned
with sufficient DTMF receivers, Traffic measurement
can be used to monitor receiver usage and to identify failures to get a
receiver.
Main Control

6.2

Card II Receivers

The Main Control Card II contains seven receivers on the Digital Signal Processor
(DSP). When additional receivers are required, a Universal Card can be installed in a
high-power slot.
Universal

Card Receiver

Modules

6.3

Each Universal Card can contain up to four receiver modules;
contains four receivers, for a total of 16 receivers. Universal
stalled in high-power slots.

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each receiver module
Cards can only be in-

6-1

Automated

Attendant

Application

Package

NOTES

6-2

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1997

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