Attendant Position

The attendant is the system’s call processing focal point.
Additional Feature Information
Attendant Call Queuing (Intercom Queue Key)
Programming for this Feature
Programming Attendant Position
User Operation
Attendant Position

Description

The attendant is the focal point for call processing within the system. The system can have up to four attendants. In addition to the features of a standard keyset, the attendant also has the following unique capabilities (refer to the respective feature for details):
  • Attendant Call Queuing (Intercom Queue Key)
    • Incoming Intercom calls from co-workers queue for the attendant. The callers never hear busy tone.
  • Barge In (Intrusion)
    • The attendant can break into another extension user’s established call. This option is enabled in the attendant’s Class of Service (COS 1).
  • Direct Line Access
    • Direct Line Access lets the attendant user dial a code to access an individual line. This option is enabled in the attendant’s Class of Service (COS 1).
  • Forced Line Disconnect
    • In an emergency, the attendant can release (disconnect) another user’s active outside call. This option is enabled in the attendant’s Class of Service (COS 1).
  • Line Queuing / Line Callback
    • The attendant can Camp-On (queue) for a busy line. This option is enabled in the attendant’s Class of Service (COS 1).
  • Night Service / Night Ring
    • An attendant with a System Night key can put the system in the night mode. This option is enabled in the attendant’s Class of Service (COS 1).
  • Removing Lines and Extensions from Service
    • The attendant can remove problem lines from service —then return them to service once the problem is corrected. This option is enabled because the attendant has Direct Line Access enabled in their Class of Service (COS 1)

The attendant should use a 34-Button Display or 34-Button Super Display Telephone. In addition, most attendants should find a DSS Console helpful when processing calls.

Conditions and Defaults

Conditions


  • Ringing Line Preference will not pick up a call ringing the attendant’s Operator Call key.
  • System operators will not ring for Ring Group calls.

Default Setting


  • No attendants assigned.

Other Related Features

Features


  • Barge In (Intrusion)
    • Since the attendant is never busy, Intercom callers cannot Barge In on an attendant.
  • Call Coverage Keys
    • A Call Coverage Key will not pick up a call ringing the attendant’s Operator Call Key.
  • Call Waiting / Camp-On
    • Since the attendant is never busy, Intercom callers cannot Camp-On to an attendant.
  • Callback
    • Since the attendant is never busy, Intercom callers cannot leave a Callback for an attendant.
  • Class of Service
    • By default, the system assigns Class of Service 1 to the attendant. This provides the attendant with Barge In, Call Forwarding Off Premises, Direct Line Access, Forced Line Disconnect, Night Service, and Line Queuing (Camp-On) capability.
  • Do Not Disturb
    • The attendant can have Do Not Disturb. In addition, pressing DND at the attendant activates the night mode for any lines directly terminated to the attendant.
  • Door Box
    • An operator can monitor a Door Box by having a Call Coverage key to monitor ringing and a Hotline key to call the Door Box.
  • Feature Keys
    • If an operator is reassigned (i.e., moved from 300 to 301), only the Operator Call key will automati- cally follow the new assignment. All other Feature Keys must be reprogrammed for the new operator.
  • Group Ring
    • System operators will not ring for Ring Group calls.
  • Intercom
    • Designate each extension’s operator.
  • Monitor / Silent Monitor
    • Since the attendant is never busy, Intercom callers cannot Monitor an attendant.
  • Privacy
    • Since the attendant is never busy for Intercom calls, the attendant always has Privacy enabled.
  • Removing Lines and Extensions from Service
    • Normally, the attendant should be able to remove extensions and lines from service.
  • Voice Mail (IntraMail)
    • STRF transfers to the attendant from the voice mail Automated Attendant flash the Operator Call key and the Ring Indicator lamp. The call does not flash a line/loop key. (Note that Ringing Line Prefer- ence will not pick up a call ringing the attendant’s Operator Call key.)
    • UTRF transfers to the attendant from the voice mail Automated Attendant flash the line’s line/loop key and the Ring Indicator lamp.
  • Voice Over
    • An operator cannot receive a Voice Over from a co-worker since their extension is never busy to Inter- com callers.

IntraMail Features


  • None.