Mike's PBX Cookbook

Attendant Console Features

For complete descriptions and programming guidelines, refer to the Software Features Guide.
All LD 15 prompts listed here are from the ATT_DATA gate opener, printed in LD 21.

Individual Attendant DN:

The DN entered at the LD 12, IADN prompt may be dialed to call a particular Attendant, rather than dialing 0 and being routed to the Attendant queue. This DN may be a DID and may be associated with a Voice Mailbox, if equipped.

Attendant Calls Waiting Indication:

There are four prompts in LD 15 that effect the indication of calls waiting for attendant consoles:

PromptResponseDescription
CWUP(NO) YESCall Waiting Queue Update. Light the CW indicator on the console display when a call enters the queue (default is NO indication).
CWCL(0)-255  (0)-255Call Waiting Call Threshold (number of calls in queue). When the number of queued calls reach the upper threshold (second entry), the CW indicator will begin to flash. The indicator will continue to flash until the lower threshold (first entry) is met.
CWTM(0)-511  (0)-511Call Waiting Time Threshold (time that calls have waited in queue). When the waiting time reaches the upper threshold (second entry), the CW indicator will begin to flash. It will continue to flash until the lower threshold (first entry) is met.
CWBZ(NO) YES  (NO) YESCall Waiting Buzz Tone. The first field allows a buzz tone when either the CWCL or CWTM upper threshold is met. The second field allows a buzz tone when the first call enters the queue.

Note: Either CWCL or CWTM upper thresholds will start the CW indicator to flash. Both lower thresholds must be met before the indicator will stop flashing.

Attendant Secrecy:

When Secrecy is allowed (SYA), The source (incoming caller) is put on hold when an attendant dials a destination DN, If Secrecy is denied (SYD), a 3-way conference is created during each transfer. Secrecy is programmed in LD 15, OPT= (SYD) or SYA.

Recall Timers:

The RTIM prompt in LD 15 has three fields: Slow Answer, Camp-On and Call Waiting. Slow Answer (Ring no Answer) is in multiples of six seconds. Camp-On and Call Waiting are both in blocks of two seconds. Odd numbers will automatically be rounded down. Default setting is 30 seconds for all three fields.

Recall to Same Attendant:

When an Attendant transferred call recalls, the LD 15 prompt RTSA will determine if the call will recall to any Attendant (RSAD, default), recall to the transferring Attendant (RSAA) or recall to the same attendant and queue up with other calls (RSAX).

Incoming call Indicators:

Attendant incoming call indicators, also known as ICI or Icky keys, allow an attendant to identify the type of calls that are ringing on the loop key and waiting in the queue. Consoles may be programmed to have either 10 or 20 ICI keys using the LD 15 prompt OPT=(IC1) or IC2. These keys are programmable, one at a time from a large list of available keys. See the Software Input/output guide, Administration, 553-3001-311, LD 15, Alphabetical list of prompts, ICI for a complete list. Each key has an associated lamp. The following table shows the available lamp states.

ICI key lamp states:

Lamp StateStatus of call type
DarkNo calls of this type are waiting
FlashingOne call of this type waiting in the queue
Steadily litTwo or more calls of this type are queued, or one call has been waiting for more than 20 seconds.

Trunk Group Busy Keys:

When enabled in LD 15, OPT=ITG, an Attendant may allow or deny user access to various trunk routes by pressing the appropriate Trunk Group Busy (TGB) Key. Station users with a TGAR of 0 through 7 will be rerouted to the attendant when attempting to access a busied out trunk route. Station users with a TGAR of 8 through 31 are unaffected by Trunk Group Busy Keys. The number of TGB keys is defined by the number of ICI keys, 10 or 20.The shift key toggles the keys from ICI to TGB when 20 keys are defined.

Trunk routes are automatically assigned to TGB keys. Route 0 for key 0, Route 1 for key 1 and so on. If route 3 is not built, key 3 is blank. Each key has an associated lamp. The following table shows the available lamp states.

TGB key lamp states:

Lamp StateStatus of call type
DarkSome of the trunks in the route are idle.
FlashingAll of the trunks in the route are busy.
Steadily litThe attendant has taken control of the route.

Attendant Alternate Answering DN:

When the LD 15, ATIM timer expires, an unanswered call ringing on a console loop key is forwarded to the DN defined at LD 12, AADN.

Attendant Overflow:

When a call that has waited in the attendant queue longer than the LD 15, AQTT timer, it is rerouted to the DN defined at LD 15, AODN. Any telephone that has a key appearance of the defined AODN may have an OVB key programmed. Activation of any one of the programmed OVB keys will block the rerouting of calls to the AODN.

Source: Nortel Training Documentation.

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