AttendantServices PDF

Alcatel-Lucent OmniPCX Enterprise
Communication Server
Attendant Services
Release 12 - April 2017

8AL91004USAG Ed. 01
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Table of
contents Attendant Services
Chapter 1
Reference documents
Chapter 2
Attendants
2.1 Overview.............................................................................................................................................15
2.1.1 Overview..................................................................................................................................................15
2.1.2 Related Modules..................................................................................................................................15
2.2 Detailed description................................................................................................................ 16
2.2.1 Attendants...............................................................................................................................................16
2.2.2 Attendant groups................................................................................................................................. 24
2.2.3 Assistance to attendant groups....................................................................................................24
2.2.4 Restricted direct call to attendant................................................................................................25
2.2.5 Attendant call to a forwarded internal extension................................................................. 25
2.2.6 Limits......................................................................................................................................................... 26
2.3 Installation procedure........................................................................................................... 26
2.3.1 General.................................................................................................................................................... 26
2.4 Configuration procedure....................................................................................................26
2.4.1 Operation................................................................................................................................................ 26
2.4.2 Declaring an attendant group........................................................................................................27
2.4.3 Declaring an attendant..................................................................................................................... 28
2.4.4 Configuring specific parameters.................................................................................................. 34
2.4.5 Configuring the attendant keyboard...........................................................................................34
2.4.6 Defining call prefixes......................................................................................................................... 39
2.4.7 Reserving SIP devices before ringing the corresponding internal user................... 40
2.4.8 Enabling the external called number display.........................................................................40
2.4.9 Selecting the display mode of speed dialing numbers..................................................... 40
2.4.10 Enabling attendant automatic on-hook.....................................................................................41
2.4.11 Selecting the waiting voice guide or MOH..............................................................................41
2.4.12 Selecting the group call presentation........................................................................................41
2.4.13 Forbidding DTMF keys..................................................................................................................... 42
2.4.14 Setting parking interception on extension...............................................................................42
8AL91004USAG - Ed. 01 - April 2017 - Attendant Services 3/161

Table of
2.4.15 Enabling automatic sign-off............................................................................................................42

2.4.16 Activating release by attendant....................................................................................................43
2.4.17 Selecting the home page when a call is put on hold or routed.....................................43
2.4.18 Activating restricted direct call to attendant........................................................................... 43
2.4.19 Timer management............................................................................................................................ 43
2.4.20 Entry in the phone book...................................................................................................................45
2.4.21 Assistance to attendant groups....................................................................................................45
2.5 Operation........................................................................................................................................... 46
2.5.1 General.................................................................................................................................................... 46
2.6 Maintenance....................................................................................................................................46
2.6.1 Introduction............................................................................................................................................ 46
2.6.2 Attendant State.................................................................................................................................... 46
2.6.3 Additional Information on Attendant State.............................................................................. 47
2.6.4 Attendant Group State......................................................................................................................48
2.6.5 Assistance to the Attendant Groups.......................................................................................... 49
Chapter 3
Integrated automated attendant
3.1 Overview.............................................................................................................................................51
3.1.1 Introduction............................................................................................................................................ 51
3.1.2 Terminology used................................................................................................................................52
3.1.3 Reference to the other modules.................................................................................................. 53
3.2 Interactive Voice Response (IVR)...............................................................................53
3.2.1 Generalities............................................................................................................................................53
3.2.2 Pre-off-hook guides............................................................................................................................54
3.2.3 Menus on set.........................................................................................................................................54
3.2.4 Principles adopted.............................................................................................................................. 56
3.2.5 Voice guides.......................................................................................................................................... 57
3.2.6 Calls to a multiline set.......................................................................................................................58
3.2.7 No priority calls for the attendant................................................................................................ 59
3.3 Calls to automated attendant.........................................................................................60
3.3.1 Menus on tree.......................................................................................................................................60

Table of
3.3.2 Principles adopted.............................................................................................................................. 60

3.3.3 Voice guides.......................................................................................................................................... 63
3.3.4 "menus on tree" order.......................................................................................................................65
3.4 Voice guide support : the leaf........................................................................................65
3.4.1 Generalities............................................................................................................................................65
3.4.2 Leaf characteristics............................................................................................................................ 65
3.4.3 Actions in the pre-off-hook guides and menus on set ..................................................... 66
3.4.4 Actions in the menus on tree.........................................................................................................67
3.4.5 Access condition key.........................................................................................................................69
3.4.6 Anticipating guide choices.............................................................................................................. 69
3.4.7 Return key.............................................................................................................................................. 70
3.4.8 Inter-guide tone....................................................................................................................................70
3.4.9 Characteristics......................................................................................................................................70
3.5 Installation procedure........................................................................................................... 71
3.5.1 ACT Hardware......................................................................................................................................71
3.5.2 Common Hardware............................................................................................................................ 71
3.6 Preliminary Management................................................................................................... 71
3.6.1 Overview..................................................................................................................................................71
3.6.2 Management of trunk groups........................................................................................................ 71
3.6.3 Management of public network access COS........................................................................ 72
3.6.4 Management of the attendants.................................................................................................... 72
3.6.5 Management of the sets.................................................................................................................. 73
3.6.6 Management of the hunt groups..................................................................................................73
3.6.7 Management of the direct speed dialing numbers............................................................. 73
3.6.8 Management of speed dialing number by range................................................................. 74
3.6.9 Voice mail................................................................................................................................................74
3.7 Application management................................................................................................... 74
3.7.1 General.................................................................................................................................................... 74
3.7.2 Tone management..............................................................................................................................75
3.7.3 Common DATA.....................................................................................................................................76
3.7.4 Leaf creation..........................................................................................................................................77
3.7.5 Pre-off-hook guides management: leaf allocation.............................................................. 88
3.7.6 Menus on set management: leaf allocation........................................................................... 89
3.7.7 Automated attendant menu management: leaf allocation.............................................. 93
3.7.8 Rights COS management...............................................................................................................96
3.8 Model sheets.................................................................................................................................. 97

Table of
3.8.1 Automated attendant tones table (220 to 251)..................................................................... 97

3.8.2 Common DATA.....................................................................................................................................99
3.8.3 Creation of leaves: "pre-off-hook guides"................................................................................99
3.8.4 Creation of leaves: "menus on set".......................................................................................... 100
3.8.5 Creation of the "unavailability guide".......................................................................................103
3.8.6 Creation of leaves: ''automated attendant menus”........................................................... 104
3.8.7 Creation of leaves: "automatic choice menu"..................................................................... 105
3.8.8 Creation of leaves: "directory number entry guide"..........................................................106
3.8.9 Creation of leaves: "code entry guide"................................................................................... 107
3.8.10 Pre-off-hook guides management............................................................................................ 108
3.8.11 Menus on set management ........................................................................................................ 109
3.8.12 Automated attendant menus management.......................................................................... 111
3.8.13 Caller and called party rights management..........................................................................117
3.8.14 Public network categories management .............................................................................. 119
3.8.15 Sets management.............................................................................................................................120
3.8.16 Attendant management..................................................................................................................121
3.8.17 Stations groups management.....................................................................................................122
3.8.18 Abbreviated numbers management ....................................................................................... 122
3.8.19 Trunks groups management........................................................................................................122
3.9 Operation......................................................................................................................................... 123
3.9.1 General.................................................................................................................................................. 123
3.9.2 Calls arriving on set (IVR).............................................................................................................123
3.9.3 Calls arriving on the attendant (IVR)....................................................................................... 126
3.9.4 Calls I/c on the automated attendant...................................................................................... 127
3.10 Accounting.....................................................................................................................................128
3.10.1 General.................................................................................................................................................. 128
3.10.2 Accounting tickets generated after multiple call forwarding.........................................129
3.11 Maintenance..................................................................................................................................130
3.11.1 Maintenance tool............................................................................................................................... 130
3.11.2 Automatic attendant statistics..................................................................................................... 131

Table of
Chapter 4
Alcatel-Lucent 4059 IP Attendant Console
4.1 Overview...........................................................................................................................................132
4.1.1 Overview................................................................................................................................................132
4.1.2 Reference to Other Modules or Documents........................................................................ 132
4.2 Basic description.....................................................................................................................133
4.2.1 Overview................................................................................................................................................133
4.2.2 Long or Non–Latin Object Names Display in the Alcatel-Lucent 4059 IP.............133
4.3 Hardware description.......................................................................................................... 136
4.4 Installation...................................................................................................................................... 136
4.4.1 PC Configuration............................................................................................................................... 136
4.4.2 Devices Connection to the PC....................................................................................................137
4.4.3 Network connection......................................................................................................................... 137
4.4.4 Required CD-ROM Content.........................................................................................................137
4.4.5 Installing USB Telephonic Keyboard....................................................................................... 137
4.4.6 Installing the Alcatel-Lucent 4059 IP Software...................................................................139
4.4.7 Uninstalling the Alcatel-Lucent 4059 IP Software.............................................................141
4.4.8 Opening an Alcatel-Lucent 4059 IP Session.......................................................................144
4.5 Configuration procedure..................................................................................................144
4.5.1 Overview................................................................................................................................................144
4.5.2 Configuring the Attendant for the Alcatel-Lucent 4059 IP.............................................145
4.5.3 Configuring Incoming Calls Display in the Alcatel-Lucent 4059 IP.......................... 146
4.5.4 Configuring Incoming VIP Calls Display in the Alcatel-Lucent 4059 IP................. 146
4.5.5 Configuring Long or Non-Latin Object Names Display in the Alcatel-Lucent 4059
IP............................................................................................................................................................... 147
4.5.6 Configuring Languages..................................................................................................................150
4.5.7 Configuring Programmable Keys.............................................................................................. 150
4.5.8 Configuring External Directories................................................................................................151
4.5.9 Removing the Alcatel-Lucent 4059 IP Attendant.............................................................. 160
4.5.10 Modifying or Removing the Alcatel-Lucent 8/9 series or IP Desktop Softphone
Associated Set....................................................................................................................................160
4.5.11 Unregistration at logoff................................................................................................................... 161
4.6 Maintenance..................................................................................................................................161

Table of
4.6.1 zdpost Command..............................................................................................................................161

Chapter
1 Reference documents
The OmniPCX Enterprise documentation includes the documents listed in the following table:
table 1.1: OmniPCX Enterprise Documentation
Documentation title Part number
[1] System Services 8AL91000xxyy

Summary: this document provides an overview of system architecture,
topologies, as well as server duplication. It describes how to implement
synchronization and specific connections, as well as licenses, timers,
voice guides (and music-on-hold), languages and date and time.
[2] Management Tools 8AL91002xxyy

Summary: this document describes how to configure access rights to
the system by the management application, how to implement a config-
uration by domains and how to translate the strings displayed on tele-
phone sets and specific OmniPCX Enterprise applications.
[3] User Services 8AL91003xxyy

Summary: this document describes how to implement basic telephone
features such as broker call and transfer, as well as more advanced
collaboration features such as call pick-up, conferences and twin sets.
Each feature is presented in a separated chapter providing a descrip-
tion, the necessary configuration and, if need be, how to operate it.
[4] Attendant Services 8AL91004xxyy

Summary: this document describes how to implement attendant con-
soles. It also details the integrated automated attendant feature and
specific configurations for attendant consoles.
[5] Public Networks 8AL91005xxyy

Summary: this document describes the available features to configure
and implement accesses to public networks
[6] Private Networks 8AL91006xxyy

and implement networks of OmniPCX Enterprises, including QSIG and
PCX synchronization.
[7] IP-PCX Networks 8AL91007xxyy

and implement IP networks. It covers IP redundancy, quality supervi-
sion, SNMP, security and authentications.

Chapter 1 Reference documents
[8] Voice Mail 8AL91008xxyy

Summary: this document describes how to implement and configure the
native 4645 voice mail service in IMAP or VPIM. It also describes how
to centralize voice mail for several nodes and how to implement an ex-
ternal voice mail system.
[9] Mobility 8AL91009xxyy

Summary: this document describes the available features for DECT
sets and how to implement and configure every service. This document
also covers the various ways for GSM sets to rely on OmniPCX Enter-
prise services and the implementation of paging for authorized users.
[10] General Applications 8AL91010xxyy

Summary: this document describes how users can access external ap-
plications via a Presentation server. It also details how call distribution
can be precisely controlled or temporarily restricted for external calls or
within a specific group of users. The configuration to filtering of incom-
ing calls is also presented. Finally, this document covers how to share
an OmniPCX Enterprise between distinct companies and how to imple-
ment metering features, in order to monitor and control call costs.
[11] Hotel/Hospital 8AL91016xxyy

Summary: this document describes the operations and configuration of
the hospitality feature integrated to the OmniPCX Enterprise. It details
the different configurations, by room or by guest and how to connect
the system to an external hospitality application.
[13] Maintenance 8AL91011xxyy

Summary: this document details the syntax and result of the most com-
mon maintenance commands. It also details the management of inci-
dents and alarms, as well as SNMP. It covers remote maintenance fea-
tures and the operations of sets dedicated to alarms.
[14] Security 8AL91012xxyy

Summary: this document includes a detailed description on the neces-
sary measures to ensure the highest system security. Guidelines and
configuration details are provided to cover every level of this highly sen-
sitive issue.
[15] PWT 8AL91019xxyy

Summary: this document describes the implementation and configura-
tion of mobile sets relying on the PWT protocol in an OmniPCX Enter-
prise environment.

[16] Crystal Hardware System Boards 8AL91020xxyy

Summary: this document provides a detailed description of the different
system boards available in the Crystal hardware package. A visual
guidance of the default and specific positions of straps, as well as con-
nections are included.
[17] Crystal Hardware Interface Boards 8AL91021xxyy

interface boards available in the Crystal hardware package. These
boards allow the implementation of T0/S0 interfaces, DECT, analog ter-
minals, accesses to the public network, the implementation of different
OmniPCX Enterprise nodes and IP communications. A visual guidance
of the default and specific positions of straps, as well as connections
are included.
[18] Common Hardware Boards 8AL91022xxyy

boards available in the Common hardware package. Each board is de-
scribed individually. A visual guidance of connections is included for
each board.
[19] Cables 8AL91023xxyy

cables available for Crystal hardware interface boards. Maximum length
are indicated for each type of cables.
[20] Dedicated sets 8AL91024xxyy

Summary: this document provides a detailed description of the propriet-
ary sets and generic sets (including heavy-duty sets), available for the
OmniPCX Enterprise. These telephones sets can be TDM, IP or mo-
bile. Ergonomics, environmental constraints, power supply, initialization
and configuration are explained for each set.
[21] TA and TSC Adapters 8AL91025xxyy

Summary: this document provides a detailed description of the availa-
ble adapters for V24, CTI, S0 and analog peripheral. A visual guidance
of the default and specific positions of straps, as well as connections
are included.
[22] Complementary Equipment 8AL91026xxyy

Summary: this document describes the available connecting devices for
external devices, as well as V24 interfaces, tie line filter box and IBS
base stations for DECT roaming.

[23] Common Hardware Installation Manual 8AL91027xxyy

Summary: this document details what is necessary to install a Common
hardware system. Recommendations on the best environmental situa-
tions are included along with system specificities. The installation pro-
cedure details assembling, internal connections, external connections,
power supplies and first level maintenance operations.
[24] Crystal Hardware Installation Manual 8AL91028xxyy

Summary: this document provides separate chapters for each available
Crystal hardware rack. Recommendations on the best environmental
situations are included along with system specificities and cabling dia-
grams, with visual guidance to implement connections.
[25] Appliance Server Installation Manual 8AL91029xxyy

Summary: this document provides all the necessary information to com-
mission an appliance server, with or without uninterruptible power sup-
ply. Technical specifications and software version compatibilities are
provided for each available piece of hardware.
[26] Blade Center Installation Manual 8AL91030xxyy

mission a blade center, replacing up to fourteen separate servers, in an
OmniPCX Enterprise network, offering maintenance and redundancy
facilities. A precise installation procedure is included. It details how to
download a system software and how to update firmware.
[27] PCX on Standard Racks Installation Manual 8AL91031xxyy

mission a Crystal hardware OmniPCX Enterprise on industry-standard
racks. It details wiring, power supply and fixing kit recommendations
[28] Software Installation Manual 8AL91032xxyy

Summary: this document details the partitions and directories, along
with their contents necessary for system operations. It describes the dif-
ferent procedures available to deploy the software, on site or from a re-
mote location, on a physical or virtual environment.
[29] ALEDS 8AL90508xxyy

Summary: this document describes the implementation of this deploy-
ment tool in the various compatible topologies. This documents in-
cludes requirements and procedures to install each software, among
which the OmniPCX Enterprise. Software deployments and updates are
explained for physical and virtual machines.

[30] Customer Management via mgr 3EU19871xxyy

Summary: this administration manual describes how to connect, set
menus and navigate with this text interface management tools. It pro-
vides information on basic configurations, such as creating users,
speed dialing numbers, directory, telephone class of service or modify-
ing metering costs.
[31] Customer Management via 8770 8AL90615xxyy

Summary: this administration manual describes how to connect to the
OmniVista 8770 client and navigate in this GUI application. It lists the
available configurations for the OmniPCX Enterprise and provides infor-
mation on basic configurations, such as creating users, speed dialing
numbers, telephone services, alarm sets and phone book.
[32] Alcatel-Lucent 4645 - Administrator Manual 3EU19873xxyy

Summary: this administration manual describes how to configure and
implement the voice mail system embedded in the OmniPCX Enter-
prise. It also details the procedure to rely on distribution lists, how to
create mail boxes (including temporary mail boxes in hotel/hospital en-
vironments), set up an automated attendant for incoming calls, as well
as record and implement customized announcements.
[33] Internal Accounting - Administrator Manual 3EU19833xxyy

Summary: this administration manual describes how to configure and
implement the cost metering system embedded in the OmniPCX Enter-
prise. Procedures explain how to set up the different communication
types (normal, business and personal) and process the records. This
document also details how to monitor call costs from a telephone set.
[36] Alcatel-Lucent 4059 IP Attendant Console 3EU19877xxyy

Summary: this user manual describes the various features available for
attendants using a 4059 IP set. Configuration procedures are also de-
tailed.
[37] Alcatel-Lucent IP Touch 4068 Attendant Set 8AL90607xxyy

attendants using a 4068 IP set configured for this particular usage. Ba-
sic configuration procedures are also detailed.
[38] Alcatel-Lucent 4645 VMS - User Manual 3EU19583xxyy

system users wishing to make the most of this voice mail and custom-
ize their announcements.

[39] Hotel - Hospital - User Manual 3EU19837xxyy

hotel/hospital staff to configure and modify and retrieve metering re-
cords for the guests on their facility. Room service management and
basic configuration procedures are also detailed.
[40] Dongle IP / Raspberry for OpenTouch Suite 8AL90617xxyy

Summary: this document covers the deployment of USB over an IP
dongle with OmniPCX Enterprise systems to support FlexLM server de-
ployments. Procedures explain how to install the dongle, obtain the
firmware and boot the system.
[41] NFC Extended OXE Mobility Administration Manual 8AL90614xxyy

Summary: this administration manual describes the implementation of
transparent call shifts from a device to the other via NFC tags. NFC tag
generation is detailed with screenshots from the application.
[42] NFC Extended OXE Mobility User Manual 8AL90613xxyy

Summary: this user manual describes the implementation of transpar-
ent call shifts from a device to the other via NFC tags. Procedures to
read NFC tags and shift calls are provided, and the necessary mobile
phone settings are detailed.
[43] OmniVista 8770 Administrator Manual 8AL90703xxyy
In the present document, cross-references are identified by the number in the first column of the above
table.
Part numbers are given in the last column, where xx corresponds to the language code of the
document, and yy to the incremented edition of the document.

Chapter
2 Attendants
2.1 Overview
2.1.1 Overview
The attendant is the basic call reception element. The attendant receives external and internal calls.
Calls are routed to the attendant by the call distribution process (see the Call distribution - Overview).
The attendant has one of the following terminals:
Terminal Definition
Alcatel-Lucent IP Touch 4068 Phone or 8068 IP phone set with a user friendly screen, keys and
Premium DeskPhone/8068s Premium Desk- navigator, allowing attendants to access all stand-
Phone ard telephone services in a VoIP environment.
Alcatel-Lucent 4059 IP Windows™ graphical application allowing all at-

tendant console features to be activated on a
compatible PC with an USB Telephonic keyboard
and an Alcatel-Lucent 8/9 series set for audio fea-
tures
4059EE Windows™ graphical application allowing all at-

tendant console features to be activated on a
compatible PC with an USB Telephonic keyboard
and an Alcatel-Lucent 8/9 series set for audio fea-
tures
A standard keyboard can provide the attendant
key functions for the 4059EE
On each of these terminals the attendant has a set of keys for call processing and a certain number of
telephone features.
Keyboard key configuration or customization is performed by the manager.
In addition to telephone reception features, the attendant can access the following services:
• PCX configuration services.
• Call distribution configuration services.
• Accounting services (Accounting services not available for attendants on Alcatel-Lucent IP Touch
4068 Phone or 8068 Premium DeskPhone/8068s Premium DeskPhone set).
Each attendant must belong to an attendant group (mandatory). An attendant group is a set of one or
more attendants that share telephone reception services.
The attendants in a group may have different types of terminals. An attendant may only belong to one
group at any given time. The group is always located on the same node.
2.1.2 Related Modules

Attendants (and attendant groups) are documented in the following modules:
• Detailed description (see: Detailed description on page 16)

Chapter 2 Attendants
• Installation (see: Installation procedure on page 26)

• Management (see: Configuration procedure on page 26)
• Operation (see: Operation on page 46)
• Maintenance (see: Maintenance on page 46)
These modules are completed by user manuals for each following attendant station:
• Alcatel-Lucent IP Touch 4068 Phone (see: [37])
• Alcatel-Lucent 4059 IP (see: [36])
• Alcatel-Lucent 4059 Extended Edition Attendant Console User Guide 8AL90608USAB
• Alcatel-Lucent 4059 Extended Edition Attendant Console Installation and Configuration guide
8AL90609USAB
• 4059EE Trouble shooting guide TG0071/ 8AL 90610 USAB
2.2 Detailed description

2.2.1 Attendants
2.2.1.1 Attendant position
The position of the attendant allows:
• Calls to be routed to the position (or not).
• The state or position of the attendant group to which the attendant belongs to be defined.
The attendant may be in one of the following positions:
Idle: Available to handle calls but with no telephone or management operation currently
in progress
Busy: Not available to handle calls as a telephone or management operation is currently

in progress
Unplugged: Not available to handle calls. To enter this state, the attendant must:
• Either physically unplug/disconnect the set
• Or press the appropriate key
Absent: When an attendant in the idle position does not answer calls for a certain time
(programmable timer), the attendant switches to absent state
2.2.1.2 Accessing system services

The attendant can access the following management services from the set:
Service Description
Attendant group state Allows state (Day, Night, State/Mode 1, State/Mode 2) of the attendant
group to which the attendant belongs to be changed.
COS (Categories Of Serv- Allows feature, connection, public network access and accounting COS's
ice) modification to be modified.
Cost center modification Allows user cost center to be modified.

Service Description
Like Manager Attendant Allows the management group attendant to manage entity state.
Group
System date/time modifica- Allows date and time to be updated.

tion
Speed dial number man- Allows speed dial numbers to be created and modified.
agement
Set/Directory number man- Allows user sets to be created, modified, and deleted.
agement
Accounting Allows the various accounting related services to be accessed (financial

report).
Out of Service trunk dis- Authorizes the supervision of trunks which are out of service.
play
Trunk group reservation/ Allows trunk groups to be reserved.

deletion
Direct seizure locking Prohibits a set from exiting to the public network.
Traffic overflow Allows overflow to be enabled if the group to which the attendant be-
longs is overloaded (mutual aid between attendants).
User services manage- Allows some set-related features to be programmed (Forwarding, Wake-
ment up/Appointment reminder, etc.).
Entity state management Allows the state (day, night, state/mode 1, state/mode 2) of the entities
for which the attendant group is declared as manager to be modified.
Distribution table manage- Allows call distribution table content (for the attendant, group to which
ment the attendant belongs, entities of which the attendant is manager) to be
modified.
DECT set registration Allows a DECT (PWT) mobile set for the use of an internal or external
guest to be registered to make it operational on the Alcatel-Lucent Om-
niPCX Enterprise Communication Server.
Permanent DECT set reg- Allows an internal user's DECT (PWT) mobile set to be registered to
istration make it operational on the Alcatel-Lucent OmniPCX Enterprise Commu-
nication Server.
DECT set installation Allows a DECT user to be found and installed on the Alcatel-Lucent Om-
niPCX Enterprise Communication Server.
For each of the above services, the manager specifies the type of attendant access:
• Authorized without check.
• Authorized with the confidential attendant code.

• Prohibited.
Note:
Attendant on Alcatel-Lucent IP Touch 4068 Phone and 8068 Premium DeskPhone/8068s Premium DeskPhone set
can only support the following services:
• Attendant group state
• Like manager attendant group
• Entity state management
• Out of service trunk display
• Speed dial numbers use
2.2.1.3 Source of calls to an individual attendant

The calls routed to an attendant may be:
• Calls distributed via an integrated automated attendant. For more details, refer to Integrated
automated attendant - Overview.
• Calls dialed via the individual attendant call prefix.
• Calls from a trunk group.
• Chained calls: these calls allow calls to be returned to the attendant when the internal set hangs up
(unreleased calls) and thus the same call to be routed to several sets in succession.
• Attendant automatic callback on sets which do not answer.
• “Charging recall” calls: used to return an external call in callback to the attendant set when the
internal set hangs up. This operation displays the number of the set and the number of charge units
allocated to the call.
• Calls returned to an attendant from a set in consultation call on trunk and on-hooking.
• Calls from attendants to other attendants to transfer calls to them (inter-attendant transfers).
• Calls returned following an incorrect action.
2.2.1.4 Customizing the keyboard

2.2.1.4.1 Overview
Attendant set or console key customization allows each terminal key to be configured. The features
that can be assigned to these keys are:
Feature Meaning
Not Assigned key not used
Directory No. supervision A PCX directory number is associated with the key. A pictogram gives
set state.
Speed Dialing Number A specific speed dial number is associated with the key. This number is
dialed by pressing the key.
Individual Routing The attendant may supervise the routing of a call by pressing this key.
Network/Network Transfer By pressing this key, the attendant may inter-connect two external trunks
via the system with the possibility of releasing the connection.
Trunk Group Supervision A trunk group is associated with this key. A pictogram shows trunk group
state (free or busy).

Feature Meaning
O/S Trunk Supervision The pictogram associated with this key comes on steady when the sys-
tem puts a trunk out of service.
Individual Hold Enables any type of trunk to be put on individual hold.
Call Presentation Key used to present the calls defined in “attendant call presentation” or
“entity call presentation”.
Programmable key used to program a directory number.
Transfer with privilege This key enables a calling user to dial an outside (external) number al-
though this is prohibited by his public network access COS.
Auto Answer As of R9.1, this key allows attendants to activate or deactivate the auto-
matic answer feature from their Alcatel-Lucent IP Touch 4068 Phone (or
8068 Premium DeskPhone/8068s Premium DeskPhone) sets. The dis-
play next to the key indicates if the feature is activated or deactivated. If
the automatic answer mode is activated, an incoming call is automatical-
ly answered when the attendant is free
Auto Transfer As of R9.1, this key allows attendants to activate or deactivate the auto-
matic transfer feature from their Alcatel-Lucent IP Touch 4068 Phone (or
8068 Premium DeskPhone/8068s Premium DeskPhone) sets. The dis-
play next to the key indicates if the feature is activated or deactivated. If
the automatic transfer mode is activated, the current call is automatically
transferred to a free user after the attendant has dialed the user number
An “Other” key is mandatory on each terminal. This key is used to present calls which do not belong to
any specified class and calls which have not been assigned to a key on the attendant keyboard.
2.2.1.4.2 Call presentation key
When one of the keys is programmed as “Call Presentation”, you must make sure that all traffic
presentation classes are evenly distributed. For the definition of these classes, refer to the Call
distribution - Call Presentation Description. These classes group calls with similar characteristics:
• Each traffic presentation class may be assigned to a key on the attendant terminal.
• Up to 8 traffic presentation classes may be supervised by the same key on an attendant terminal.
• The same presentation class may only be assigned to a single key of the same attendant.
• Attendants in the same group may have different terminal configurations.
• Two attendant terminals may supervise the same presentation class.
• Terminals which supervise the same presentation classes may do so on different keys.
Different traffic classes may be supervised on an attendant terminal:
• Trk grp NDID call.
• Public DID All Entity call.
• Priv./Int.DID All ent.call.
• No Answ DID All Ent Call.
• Private Network Call.
• Public Network Call.
• VIP1 (Very Important Person - type1).

• VIP2 (Very Important Person - type2).

• Recall (callback).
• Attd transfer.
• Wake-up (Reminder) Call
• Other (mandatory key).
• Common Hold.
On an Alcatel-Lucent 4059 IP, when a Common Hold presentation key has been configured, as of
R11.0 and version 5.3.5 of the application, the attendant can transfer a call in conversation to a call
previously put on hold or start a conference with these two calls.
Note:
The key ending the consultation call puts this call back on hold and does not release it.
• Chained Call.
• Charging recall.
• Individual Call.
The four presentation classes (NDID trunk group, public DID, private DID and unanswered DID) for all
entities may also be supervised by individual entity.
For more information on the fifteen traffic presentation classes described above, refer to the Call
distribution - Call Presentation Description.
2.2.1.5 Attendant services

2.2.1.5.1 Reserving (locking) an internal device
On all attendant consoles, when the attendant dials an internal number, the device that corresponds to
this number is reserved by the attendant, meaning that the internal user cannot dial a number or
access another service, until the attendant releases the set.
When a device is reserved, the attendant can:
• Ring the device
• Release the call (reserving the set)
• Make a call transfer
• Barge in the current call established on the reserved phone
• Override the Do not Disturb feature (if activated on the set)
• Override call forwarding (if activated on the set)
Until R11.0, this "reservation" applies to all internal users except for those declared as a SIP device
(including OpenTouch Conversation users) or SIP extension on the PCX. When the attendant dials a
SIP device number, the corresponding device is immediately rung.
As of R11.0.1, SIP devices (including OpenTouch Conversation users) can also be reserved by the
attendant, provided the parameter SIP registered pseudo reservation is enabled (in both the system
option and the attendant data).
For the configuration details, see: Reserving SIP devices before ringing the corresponding internal user
on page 40).
When a SIP device (an OpenTouch user, for instance), is reserved, the attendant can:
• Ring the device
• Release the call
• Make a call transfer

2.2.1.5.2 Three–party conference initialized by attendants

Attendants may initiate a three-party conference and speak with two callers simultaneously. This
feature is available on all types of attendant device and can be used in stand alone or network mode. It
also works in a hotel configuration.
A three-party conference can be initialized by the attendant when:
• There is an on-hold call and a conversation call
• Transparent Q23 (DTMF) is not enabled for one of the conference participants
• A voice mail system is not participating
The correspondents of the three-party conference initialized by the attendant, may be:
• Internal or external set users
• Another attendant
Note:
Three-party conferences are released when a Com Server switchover occurs.
2.2.1.5.3 Camp–on (waiting) initialized by attendants
Attendants (in single or consultation call mode) may camp (wait) on a busy set. This feature is available
on all types of attendant device and can be used in stand alone or network mode. It also works in a
hotel configuration.
Attendants can only camp (wait) on:
• A busy single-line set
Note:
In a Hotel configuration, a Hotel suite is considered to be busy if one of its sets is busy.
• A multiline set with all lines busy
The attendant camp-on becomes effective when:
• There is no camp-on or conference on the busy set
• There is no protection against camp-on or beep on the busy set
The attendant camp-on is not available when the busy set is:
• An attendant set
• Part of a tandem (twin set)
• A member of a parallel hunt group
Notes:
• If the Protected (against barge-in, etc.) parameter is not enabled and the set's right to “Camp” is in service,
attendant camping is displayed on the busy set and an audible beep is heard to indicate passage into the
camping phase
• If the busy set is released without consulting the current camping call, it is immediately rung in the standard
manner.
• During the consultation phase, the only action the attendant conversing with the busy set can perform is to end
the conversation. This is also true for the busy set.
2.2.1.5.4 Callback request initiated by attendants
When attendants have left a callback message on a local set, after consulting the message, the set
may call back the attendants.
Note:
An attendant on the network is not allowed to leave a callback message.
When attendants are called back, they may be in one of the following states:
• Plugged in. In this case, when conversation begins, the callback message is deleted.

• Unplugged. In this case, the call overflows according to the attendant's Call Distribution Table (CDT)
and, when conversation with the CDT item begins, the callback message is deleted.
Note:
The CDT item can be a set or another attendant (on the network or not).
2.2.1.5.5 Display mode of the speed dialing (Abbreviated) numbers
This feature allows to select the display mode of speed dialing numbers when attendants call a user by
name. When calling someone by name, the attendant screen either displays prefixes or the label of the
corresponding speed dialing numbers. This feature applies to all types of attendant device.
Example:
When calling by name, for example “Smith”, the attendant (depending on the type of management configured)
sees the following displayed:
• Either the prefixes corresponding to the abbreviated numbers:
Tue Feb 28 2009 16:13
ABC 4 answers
Smith Brian 13010
2 callbac
Smith John 13012
Smith Judy 13020
Smith Sam 13025
• Or the contents of the abbreviated numbers:
Tue Feb 28 2009 16:13
ABC 4 answers
Smith Brian 0298145689
2 callbac
Smith John 0625325689
Smith Judy 0155667452
Smith Sam 0635698547
For both types of display, even if there is only one name, you go through a consultation phase before dialing out.
The prefix corresponding to the abbreviated number, due to discrimination, is dialed in all cases when calling by
name.
When dialing a speed dialing number, after the external called party has answered or when putting the
external party on hold:
• If the Display number during conversation option is set to False, the trunk group number is
displayed
• If the Display number during conversation option is set to True, the Displayed Name defined for
the speed dialing number is displayed (for an incomplete speed dialing number, the Displayed
Name is followed by the digits dialed after the speed dialing number). That is why, for the displayed
number to be the same as the dialed number, the Displayed Name parameter must contain the
speed dialing number.

Note:
For more information on speed dialing numbers, see: Speed dialing - Configuration procedure.
2.2.1.5.6 Voice guide (or music on hold) played for incoming calls
When external calls are overflowed to the attendant and the attendant does not pick up, timer 102
determines for how long the ring back tone is played to the caller.
By default, timer 102 has a value of zero (see Timer management on page 43), which means that the
ring back tone is played as long as the attendant does not pick up.
If timer 102 is set to a value different than 0, a waiting guide is played after timer 102 has expired.
By default (System parameter Entity Call Guide No Answer set to False), the Attendant Waiting
Guide no. 110 is played.
When the system is configured with several entities, if the system parameter Entity Call Guide No
Answer is set to True, a different voice guide (or MOH) is played for each entity: see Selecting the
waiting voice guide or MOH on page 41 for more details on configuration.
For more information on configuration by entities, see: Multi-company - Overview, and Multi-company -
Detailed description - Music on hold after overflow and non response from attendant
2.2.1.6 Attendants and voice mail

2.2.1.6.1 Attendant voice mail rights
An attendant has specific rights and restrictions compared to a standard set:
• An attendant may not be a voice mail owner.
• An attendant may not call voice mail directly by dialing a directory number.
• An attendant may simply transfer a call to voice mail.
• An attendant may only leave a voice message on a subscriber's voice mail:
• When the subscriber is forwarded to voice mail.
• By entering a deposit (leave message) prefix.
2.2.1.6.2 Recording a conversation
2.2.1.6.2.1 Overview
Conversations between the attendant and another correspondent may be recorded on a specific voice
mail. The 4635H and 4645 voice mail systems support this feature. During the recording phase, the
attendant may not use the dynamic feature keys which are specific to voice mail. This feature is
managed in the entity data.
This feature is not available for attendants on Alcatel-Lucent IP Touch 4068 Phone nor on 8068
Premium DeskPhone/8068s Premium DeskPhone set.
2.2.1.6.2.2 Operation
Recording is possible during a simple conversation (with a single correspondent).
A dynamic feature key is available for this purpose (Rec.).
The attendant set may not initiate a new call while recording is in progress. The set must stop
recording before returning to normal operation.
There is no message notification with this feature.
2.2.1.6.2.3 Consulting recordings
The voice mail service cannot be consulted from an attendant set but can be consulted from any other
set by directly calling the voice mail service (restricted access - voice mail password must be entered).

2.2.2 Attendant groups

2.2.2.1 Position of an attendant group
An attendant group may be in one of the following positions:
In service : At least one attendant is present in the group and in idle or busy state
Unplugged : The group is placed in the unplugged position when the last attendant discon-
nects from the group
Absent : The group is placed in the absent position when the last attendant in the group
changes to absent position
2.2.2.2 Source of calls to an attendant group

The calls which are routed to an attendant group are:
• Calls distributed via an integrated automated attendant.
• Calls dialed via the attendant group call prefix.
• Calls dialed via the attendant call prefix.
• Calls from a trunk group.
• Calls returned to an attendant from a set in consultation call on trunk and on-hooking.
• Calls from attendants to other attendants to transfer calls to them (inter-attendant group transfers).
2.2.2.3 Mutual aid between attendant groups

Traffic may overflow between attendant groups.
The site administrator associates each attendant group status (Night, Day, Mode1, Mode2) with an
attendant group directory number which is used for mutual aid.
The administrator then determines a camp-on (waiting) call threshold beyond which traffic overflows to
the attendant group directory number defined above.
2.2.3 Assistance to attendant groups

2.2.3.1 Overview
This feature gives a set that is declared as “attendant assistant” the ability to intercept (pick up) calls
intended for this attendant group in order to help the group to deal with a traffic overload.
The “attendant assistant” set is a multiline set on which at least one programmable key has been
configured with the “Attendant assistant” feature. This key has the number of the attendant group which
is supervised and a ringing option.
Each attendant group can have up to 20 assistant sets. All assistant sets must be located on the same
node as the supervised attendant group.
2.2.3.2 Presenting calls on the assistant set

The presentation or non-presentation of calls on the assistant set key depends on two limit values (or
thresholds). Theses values may be configured in management.
Calls are presented on the set from a “start ringing” threshold for which the mechanism is the following:

A
> Ringing start threshold
B
A : Number of calls presented to the attendant group.

B : Number of attendants present in the attendant group.
The calls are no longer presented on the set from a “stop ringing” threshold for which the mechanism is
the following:
A
Ringing end threshold
>
B
A: Number of calls presented to the attendant group.

B: Number of attendants present in the attendant group.
The assistant set answers the calls in the order in which they arrived on the corresponding attendant
group.
2.2.4 Restricted direct call to attendant

As of R11.1, the feature called Restricted direct call to attendant can be activated to limit calls from a
user to the attendant. This feature reduces the attendant workload and can avoid call overload.
When your set configuration activates the feature, your are not allowed to dial attendant call prefixes in
idle state. In conversation, you can call attendants for transfers.
Restricted attendant call prefixes are:
• Attendant call
• Individual attendant call
• Attendant group call
Restrictions:
• SIP devices and OpenTouch Conversation are are never restricted to access attendants. All other
set types can be restricted.
• External ISDN calls to attendants are never restricted. Only internal or network calls are restricted.
2.2.5 Attendant call to a forwarded internal extension

Calls from an attendant to an extension, configured in call forwarding on no answer, bypass the call
forwarding configuration. They are not routed to the call forwarding destination, and the set (originally
called by the attendant) rings.

Attendant set Set A
Set A programmed to
forward calls on no
answer to set B
Calls to set A make set A ring Set B

Calls are not forwarded to set B
2.2.6 Limits
• Number of attendants per node: 250.
Number of attendant groups per node: 50.
• Number of attendants in an ABC network: 250.
• Number of attendant groups in an ABC network: 80.
2.3 Installation procedure

2.3.1 General
The attendant's physical installation depends on the type of set selected:
Terminal See:
Alcatel-Lucent IP Touch [37]

4068 Phone
Alcatel-Lucent 4059 IP [36]
4059EE Alcatel-Lucent 4059 Extended Edition Attendant Console Installation and

Configuration guide 8AL90609USAB
2.4 Configuration procedure

2.4.1 Operation
This module describes the different parameters to be set to implement an attendant. The manager
must:
• Declare an attendant group (see: Declaring an attendant group on page 27). An attendant set or
console cannot be created if this operation is not carried out.
• Define an attendant set or console (see: Declaring an attendant on page 28)

• Define the programmable keys associated with this attendant set or console (see: Configuring the
attendant keyboard on page 34)
• Define the call prefixes (see: Defining call prefixes on page 39)
• If necessary, configure the display for external outgoing calls (see: Enabling the external called
number display on page 40)
• If necessary, select the display mode for speed dialing numbers (see: Selecting the display mode of
speed dialing numbers on page 40)
• If necessary, modify timers (see: Timer management on page 43)
• If necessary, assign the attendant a name and first name - used to identify the attendant on a caller
set (see: Entry in the phone book on page 45).
• Define an associated Alcatel-Lucent 8/9 series set (in the case of Alcatel-Lucent 4059 IP attendant
only).
• Define assistant sets for the attendant group to enable the "Attendant assistance" feature (see:
Assistance to attendant groups on page 45)
Call distribution tables must then be created or updated to take the new attendants into account (see
the Call distribution - Configuration procedure).
2.4.2 Declaring an attendant group

An attendant group must first be managed before an attendant set is declared.
1. Select Attendant > Attendants Group
2. Review/modify the following attributes:
Physical Directory No. Enter a directory number. This number is only used for the call
distribution tables (entity, attendant, etc.)
Attendant Group ID Enter the number which identifies the attendant group. This num-
ber is used to assign a call distribution table to this group. It is al-
so used to assign the attendants who are attached to it
Name Enter the name of the attendant group (16 digits maximum). This
name is used for display
Max No. Of Calls Bef.Overfl. Enter the call threshold for the attendant group waiting queue be-
yond which the traffic overflows to one of the overflow numbers
(Day, Night, etc.)
Traffic Overflow Dir.No.
Traffic overflow: NIGHT Enter an attendant or attendant group number
Traffic overflow: DAY Enter an attendant or attendant group number
Traffic overflow: MODE 1 Enter an attendant or attendant group number
Traffic overflow: MODE 2 Enter an attendant or attendant group number
Attached Attendants Use the Next and Previous features to display the attendants
declared for this group
Attendant assistant thresh-

olds

Start Ringing Threshold Enter the threshold from which calls are presented on the assis-
tant set used during a rise in traffic load
Stop Ringing Threshold Enter the threshold from which calls are no longer presented on
the assistant set during a fall in traffic load
Caution:
This threshold must always be lower than the start ringing
threshold.
No display Threshold on Enter the maximum number of attendants presented in call lists
4059 list on a Alcatel-Lucent 4059 console
3. Confirm your entries
Note:
Overflow directory numbers (Day, Night, etc.) must belong to the same node as the attendant group.
2.4.3 Declaring an attendant

2.4.3.1 Declaring an attendant on a 4035 Set
1. Select Attendant > Attendant sets
Physical Directory No. Enter the attendant directory number. It is used in management
to route calls to the destination
Attendant Id Enter the attendant reference number
Attendant Group Id Enter the number of the attendant group to which this set is at-
tached (-1: no attendant group)
Caution:
An attendant group must be defined before any attendant sets are
declared.
Shelf Address Enter the connection shelf number
Board Address Enter the connection interface board number.
Equipment Address Enter the number of the equipment to which the attendant set is
connected
Set Type Select: 4035T
Entity Number Enter the number of the entity to be assigned to the attendant
Add On Module 1 Allows programmable keys to be added to the 4035. Select one
of the following configurations:
• None
• 20 Keys
• 40 Keys
• 16 Keys

Add On Module 2 see above
Add On Module 3 see above
External Alphanumeric Key- Validate if the attendant set is equipped with an external alpha-
board numeric keyboard. Select the type (French, English, etc.)
Internal Alphanum.Keyboard Validate if the attendant set is equipped with an internal keyboard
used for text messaging. Select the type (French, English, etc.)
Secret Code (Password) Enter the number of the secret code on 4 digits
Confirm Confirm the secret code

2.4.3.2 Declaring an attendant on an IP Touch 4068 or on an IP Touch 8068/8068s set

1. Select Attendant > Attendant Sets
Physical Directory No. Enter the directory number of the attendant set
Note:
This directory number is used in the call distribution tables or to define
an attendant call prefix.
Attendant Id Enter the identification number of the attendant set
Attendant Group Id Enter the number of the attendant group to which this set is at-
tached. (-1: no attendant group)
Caution:
An attendant group must be defined before any attendant sets are
declared.
Shelf Address Keep the default value (255). The IP phone is not physically con-
nected to the PCX
Board Address Keep the default value
Equipment Address Keep the default value
Set Type Select: IPTouch 4068/8082/8068
Entity Number Enter the entity number assigned to the attendant set
Add On Module 1 Select the first add on module type:

• None: no additional module
• Electronic 14 keys
Other module type are not allowed.
Add On Module 2 Select the second add on module type.

Add On Module 3 Select the third add on module type.
External Alphanumeric Key- Parameter not used

board
Internal Alphanum.Keyboard Validate if the attendant set is equipped with an internal keyboard
(necessary for text messaging). Select the type (French, English,
etc.)
Secret Code (Password) Enter a 4 digit password
Confirm Confirm this password

2.4.3.3 Declaring an attendant on other extension types

To declare an attendant on other extension type, refer to the corresponding documentation:
Extension Type See:
Alcatel-Lucent 4059 IP Configuration procedure on page 144
2.4.3.4 Configuring parameters common to all types of attendant

Note:
Only the following items apply to attendants on Alcatel-Lucent IP Touch 4068 Phone and 8068 Premium
DeskPhone/8068s Premium DeskPhone:
• Attendant group state
• Like manager attendant group
• Entity state management
Note:
The following items do not apply to attendants on Alcatel-Lucent 4059:
• Speed dial number management
• Set/Directory number management
Services Access Rights
Att Group Status: NIGHT Select the type of access allocated to this service:
• Forbidden
• Allowed with Attendant Code
• Allowed with no control
Att Group Status: DAY see above
Att Group Status: MODE 1 see above.
Att Group Status: MODE 2 see above.

Service COS update see above.
Connection COS Update see above.
Public Network COS Update see above.
Charging COS Update see above.
Cost center update see above.
Like Manager Att.Group see above.
System Date Update see above.
System Time Update see above.
Speed Dial Number Update see above.
Sets and Dir.No.update see above.
Accounting see above.
Out Of Service Trunk Display see above.
Trk Grp Auto.AttCtrl/Del. see above.
Trk Grp AttCtrl/Del. see above.
Direct Seizure Locking see above.
Traffic overflow see above.
User Services Update see above.
Entity Status: NIGHT see above.
Entity Status: DAY see above.
Entity Status: MODE 1 see above.
Entity Status: MODE 2 see above.
Att.Set Routing Table see above.
Att.Group Routing Table see above.
Entity Routing Table see above.
PWT/DECT Set Registration see above.
PWT/DECT permanent reg- see above.

istr.

PWT/DECT Set Installation see above.
Cost Center ID Enter the number of the cost centre used for attendant call
charging (accounting) records.
Caution:
The cost centre must have been previously declared.
Cost Center Name Enter the name of the cost centre corresponding to the cost cen-
tre index. It is used to emit charging (accounting) records.
Charging COS Select:

• Justified: the attendant set is counted in accounting with the
following criteria: Duration, Charge unit threshold, Trunk
Group and Prefix.
• Not Ticketed: the attendant set is not counted in accounting
(the calling party is justified).
Public Network COS Enter a public network access COS number.
Call Restriction COS Enter a number from 0 to 10 (0 is the most restrictive COS, 10
the most open COS), see the Call restriction - Overview.
Applicable Restriction COS Gives the attendant the right to modify alarm level, see the Call
restriction - Overview
Language ID Enter a number (from 1 to 9) used to select display and voice

guide language.
Voice Compression
16k Activates voice compression at a bit rate of 16 kbit/s
32k Activates voice compression at a bit rate of 32 kbit/s
Ringing Select:
• Normal Ringing: the set rings immediately.
• Delayed Ringing: the set rings after timer 140 expires (15s
by default).
• Delay.Ringing with beep: the set rings with a short beep
during timer 28, followed by a silence (timer 140), then rings
again.
• No Ringing
Automatic Transfer Yes routing is carried out automatically at the end of dialing with-
out the transfer key being pressed.
Caution:
Automatic transfer does not function to a set which is out of
service.
VIP Feature Select Yes to enable different display and unique ringing tone for
local, incoming VIP calls on the Alcatel-Lucent 4059 Attendant.

VIP Feature Type Select one of the following values to change the call display and
ringing tone for local, incoming VIP calls on the Alcatel-Lucent
4059 Attendant:
• Individual Display: changes the display, but does not change
the ringing tone (default value)
• Unique Melody: changes the display and the ringing tone to
have a unique melody
• Loud Ring: changes the display and increases the ringing
tone volume
• Compact Cadence: changes the display and the ringing tone
to have a compact rhythm
• Unique Melody and Loud Ring: changes the display and the
ringing tone to have a unique melody and increased volume
• All: changes the display and the ringing tone to have a
unique melody, increased volume, and a compact rhythm
Tone Presence Yes: the ringback tone is sent to the attendant set.
ISDN Subscriber Yes: enables the attendant to take advantage of ISDN features.
Access Code to UUS mes- Yes: the set's UUS (User to User Signalling) messaging system
sages is accesed using an access code.
Incidents Teleservice Yes: the incidents generated by this set are sent to the RMA (Re-
mote Maintenance) and may generate a call to a maintenance
centre.
Caller COS Not significant.
VSI Transparency Yes: a user connected to an IVS (Interactive Voice Server) may
request consultation call-transfer to another set in the system.
Inter-Company Calling Right Allows two entities to be connected without using the public net-
work.
Implicit Priority
Activation mode Implicit priority is the default priority used for an outgoing call.
Enter a value: 0 (not protected), 1 (protected) or 3 (protected and
pre-empter), see the Multi-Level Precedence and Preemption
(MLPP) - Overview
Priority Level Enter a level between 0 and 15.
Explicit Priority
Activation mode Explicit priority is used if the priority prefix was dialed before call
number.
Enter a value: 0 (not protected), 1 (protected) or 3 (protected and
pre-empter), see the Multi-Level Precedence and Preemption
(MLPP) - Overview

Priority Level Enter a level between 0 and 15.
Priority Presentation Select Yes for priority calls to be presented with a specific ringing
and display.
Default keyboard Used to select the standardized alphabet lettering for the key-
board. Select: Default keyboard, European, US or ITU.
4035 Features
Emulation Select UA3G
Navigator Select UA3G

2.4.4 Configuring specific parameters

This section applies only for Alcatel-Lucent IP Touch 4068 Phone or 8068 Premium DeskPhone/8068s
Premium DeskPhone attendant sets.
2.4.4.1 Configuring Alcatel-Lucent 8/9 series parameters

1. Select Attendant > Attendant sets > Series 8 & 9 Attd Param.
Physical Directory No. Displays the directory number of the corresponding attendant
Set Type Displays the set type (4068 or 8068)
Application COS ID Enter application COS number (between 0 and 31)

Default value: 0
Phone COS Enter the phone COS number (between 0 and 31)
Default value: 0
Default IME Displays the last input method character type used.
Default value is No input.
Serial number Displays the set serial number. This value cannot be modified.
2.4.4.2 Configuring TSC IP attendant parameters

When an attendant with Alcatel-Lucent IP Touch 4068 Phone (or 8068 Premium DeskPhone/8068s
Premium DeskPhone) set is created, a hierarchically dependent TSC IP Attendant object is available
(access path: Attendant > Attendant sets > TSC IP Attendant). This contains specific IP set
operating data. For more information, see: IP-Phones - Configuration procedure - TSC IP User
Parameters.
2.4.5 Configuring the attendant keyboard

The keys on the attendant keyboard are pre-created with some “Not Assigned”.

First, select an attendant directory number, then select one of the keys on the attendant keyboard.
Assign one of the functions defined below to this key. The number and position of the keys depends on
the attendant set used.
2.4.5.1 Creating the “Directory No. Supervision” key

1. Select Attendant > Attendant sets > Attendant Keyboard
Physical Directory No. Displays the directory number of the corresponding attendant.
Attendant Key No. Displays the number of the key on the keyboard.
Key Type Select: Directory No. Supervision.
Prefix Enter the directory number to be supervised.

2.4.5.2 Creating a key for a speed dial number

Key Type Select: Speed Dialing Number.
Prefix Information Enter the speed dial number associated with this key.
2.4.5.3 Creating an individual routing key

Key Type Select: Individual Routing.

2.4.5.4 Network/network transfer

Key Type Select: Network/Network Transfer.

2.4.5.5 Trunk group supervision

Key Type Select: Trunk Group Supervision.
Prefix Information Enter the number of the trunk group associated with this key.
2.4.5.6 Out of service trunk supervision

Key Type Select: O/S Trunk Supervision.

2.4.5.7 Individual hold

Key Type Select: Individual Hold.

2.4.5.8 Call presentation

Key Type Select: Call Presentation.
Key Label Enter the name of the key (16 digits maximum).

UTF8 Key Label Enter the name of the key in fonts other than Latin (for attendant
sets with a display screen or electronic add-on module that sup-
ports non-Latin character display)
Attd-Calls pres.Key
Attd-Calls pres.Key Successively select the call types to be assigned to this key:
• Trk grp NDID call: (non DID trunk group call).
• Public DID All Entity call: (Public DID All Entity call).
• Priv./Int.DID All ent.call: (Private DID call/Internal all entity
call).
• No Answ DID All Ent Call: (Unanswered all entity DID call),
• Private Network Call
• Public Network call
• VIP (Very Important Pers.)
• VIP2
• Recall
• Attd transfer
• Wake-up Reminder Call
• Other
• Common Hold
Note:
On an Alcatel-Lucent 4059 IP, when a Common Hold presentation
key has been configured, as of R11.0 and version 5.3.5 of the
application, the attendant can start a conference, and transfer a call in
conversation to a call previously put on hold.
• Chained Call
• Charging recall
• Individual Call
Entity-Calls pres.Key
Entity Number Successively enter the numbers of the entities to be assigned to

this key.
Trunk group Call Yes: external calls from an NDID trunk group which belong to this
entity are presented on this key.
Public DID Call Yes: public DID calls to this entity are presented on this key.
Private/PCX DID call Yes: calls from the private network (calls via tie-line and ABC-F)
and internal (PCX) calls to this entity are presented on this key.
Unanswered DID call Yes: DID calls from sets which belong to this entity and which do
not answer are presented on this key.
Important:
It is absolutely imperative to have at least the first key programmed as Call Presentation with the option
Other (default installation). This enables unprogrammed and other (line lockout, for example) call types to
be presented.

2.4.5.9 Programmable keys

Key Type Select: Programmable.
Prefix Enter the number of the set associated with this key or leave
free. If it is left free, programming is carried out by the user of the
set.
Key Label The Key Label field is available as of R11.0.1:

Note: Enter the key label you want to display next to the softkey.
Only available in Modify option.
2.4.5.10 Transfer with privilege

Key Type Select: Transfer with privilege.
Prefix Enter the outgoing seizure prefix.
Prefix Information Enter a public network access COS number.

2.4.5.11 Automatic answer

A key configured with the Automatic Answer feature is only available for attendants on Alcatel-Lucent
IP Touch 4068 Phone (or 8068 Premium DeskPhone/8068s Premium DeskPhone)sets.
2. Review/modify the following attribute:
Attendant Key No. Displays the number of the selected key. This key is available
from the Main page of the set
Key Type Select: Auto Answer

3. Confirm your entry

2.4.5.12 Automatic transfer

A key configured with the Automatic Transfer feature is only available for attendants on Alcatel-Lucent
IP Touch 4068 Phone (or 8068 Premium DeskPhone/8068s Premium DeskPhone) set.
Attendant Key No. Displays the number of the selected key. This key is available
from the Main page of the set
Key Type Select: Auto Transfer

2.4.6 Defining call prefixes

The administrator may define three prefix types to contact :
• An attendant group.
• An attendant set.
• All attendants.
2.4.6.1 Attendant group call

1. Select Translator > Prefix Plan
Number Enter a prefix number which is compatible with the existing num-
bering (dialing) plan.
Prefix Meaning Select: Attendant Group Call.
Prefix Information Enter the number of the attendant group to be associated with
this prefix.
2.4.6.2 Individual attendant call

Prefix Meaning Select: Individ.Attendant Call.
Prefix Information Enter the number of the attendant to be associated with this pre-
fix.
2.4.6.3 Call to all attendants


Prefix Meaning Select: Attendant Call.

2.4.7 Reserving SIP devices before ringing the corresponding internal user
As of R11.0.1, a parameter allows to reserve SIP devices, before they are rung (see: Reserving
(locking) an internal device on page 20).
The parameter is enabled for both the system and the attendant.
1. Select: System > Other System Param. > SIP Parameters> All instances
SIP registered pseudo reser- Select Yes to enable reservation.

vation
Default value: No
4. Select: Attendant > Attendant sets > All instances
5. Select the specific attendant.
SIP registered pseudo reser-

Select Yes to reserve the corresponding SIP set when the at-
vation
tendant dials the user number.
Default value: No
Caution:
This parameter must be set to Yes for the 4059 EE attendant
console.
7.
2.4.8 Enabling the external called number display

As of R9.0, a parameter enables to select whether the dialed number or the trunk group name is
displayed on the attendant display. This parameter applies to external outgoing communications. This
parameter applies to all types of attendant terminals.
1. Select System > Other System Param. > Attendant Parameters
Display number during conversation • True (default value): the called number is
displayed on the attendant display.
• False: the trunk group name is displayed on the
attendant display.
2.4.9 Selecting the display mode of speed dialing numbers

To select the type of display to be used:


Content of speed dialing number • False (default value): the prefix corresponding to the
abbreviated number is displayed
• True: the content of the abbreviated number is
displayed
2.4.10 Enabling attendant automatic on-hook

Attendant On-hook • False (default value): the feature is disabled

• True: when an external call overflows to the attendant
and the caller puts the phone down before the
attendant picks up the call, the line is automatically
cleared.
2.4.11 Selecting the waiting voice guide or MOH

When external callers are overflowed to the attendant and the system is configured by entities, after
timer 102 expires (see Timer management on page 43), the waiting guide before the attendant picks
up can be different per entity.
Entity Call Guide No Answer • False (default value): the attendant waiting guide
connected to the caller is the default voice guide (or
music on hold): Tone 110 - 'Wait for attendant answer
guide'.
• True: the attendant waiting guide connected to the
caller is the called party entity guide (called set, called
entity, called set group, called attendant group, called
hunting group). The number of the waiting guide
played is configured in the Entity Call Guide No
Answer parameter of the entity (see Multi-company -
Configuration procedureMusic on hold by entity).
2.4.12 Selecting the group call presentation

To select group call presentation:

Attendant group call presentation • Parallel (default value): attendant group calls are
presented on all attendants with the corresponding
Presentation Class of Traffic (PCOT) key, regardless
of set status (free or busy).
• Statistic: attendant group calls are presented on the
attendant set which has been idle for the longest time.
2.4.13 Forbidding DTMF keys

On BCA trunk groups, if the caller puts the phone down before the attendant has picked up the call, the
default time window allows the attendant to dial before the link with the public network is broken. This
implies that the external call is not be charged correctly. This parameter is used to prevent this.
To forbid DTMF keys:
Forbid DTMF Keys • False (default value): soft keys are displayed when
the attendant receives a call on a BCA trunk group.
• True: no soft key is displayed when receiving a call on
BCA trunk group or charged BCA trunk group.
2.4.14 Setting parking interception on extension

Parking Interception on extension • False (default value): after the LOCAL parking
timeout (for a local call), the call is redistributed
according to the entity of the set.
• True: after the LOCAL parking timeout (for a local
call), the call re-rings the set that carried out the
parking.
2.4.15 Enabling automatic sign-off

4059 Close auto sign off • True: if the Alcatel-Lucent 4059 application ends
normally or abruptly because of a PC shutdown, the
attendant is automatically unplugged (application
sign-off). The attendant set status changes to night
mode.
• False (default value): if the Alcatel-Lucent 4059
application ends normally or abruptly because of a PC
shutdown, the attendant is not automatically
unplugged.

2.4.16 Activating release by attendant

Release by attendant • False : release by attendant is disabled

• True (default value): release by attendant is enabled
2.4.17 Selecting the home page when a call is put on hold or routed
Note:
This parameter applies to Alcatel-Lucent IP Touch 4068 Phone, 8068 Premium DeskPhone/8068s Premium
DeskPhone and Alcatel-Lucent IP Touch 4068 phone Extended Edition sets only.
Ope4068 - page after route or hold • Next page (default value): when a call is put on hold
or routed, the home page turns to next page.
• rt &hold page: when a call is put on hold or routed,
the home page turns to rt &hold page.
2.4.18 Activating restricted direct call to attendant

To activate:
1. Select Classes of Services > Phone Features COS
Tel. Facility Category Id Enter the phone feature identifier associated to sets
Rights
No direct call to attendant • 0: Direct calls to attendants are allowed.

• 1: Direct calls to attendants are not allowed from an
idle state.
2.4.19 Timer management

Timers are set in units of 100 ms.
1. Select System > Timers

Timer No. 28: “Timer used if the attendant set ringing is “Delayed ringing
with beep” (initial value: 1s).
Timer No. 32: “Timer for attendant unplugging with call camped on (wait-
ing)”.
During this timer, the attendant is informed of camping calls on
the station.
Timer No. 33: ”Attendant withdrawal authorization timer”.
Timer No. 43: “Time-out for switch to idle during operation”.

When the attendant presses the service key then carries out no
further action.
Timer No. 76: “Timer before switching to absent attendant status”.

Timer launched when a call is received on an attendant. If the
attendant has not answered when this timer expires, the set
switches to “attendant absent”.
Timer No. 84: ”Timer for overflow of incoming priority calls on attendants”.
Timer No. 102: ”Timer before playing the attendant waiting guide”.
If the timer is set to 0 (default value), the attendant waiting guide
is not played
If the timer is set to value different than 0 and superior to 4, the
attendant waiting guide is played after the duration of timer No
102.
Timer No. 140:”. Timer used if the attendant set ringing mode is Delayed
ringing (seeDeclaring an attendant on page 28: Ringing attrib-
ute).
This timer defines the delay between call presentation and ring-
ing.
Timer No. 141: “Timer before return to attendant after transfer of an exter-
nal call to a set that does not answer”.
Timer No. 142:

If the attendant set ringing mode is Delayed ringing, this timer
defines the ringing duration before the call switches to urgent
degree.
If the attendant set ringing is not delayed, the sum of timers 140
and 142 defines the ringing duration before the call switches to
urgent degree.
Timer No. 165: ”Timer for the display of the name of an inaccessible called
party or with line lockout”.

2.4.20 Entry in the phone book

This is used to display the name of the attendant on the callers set.
1. Select Phone Book
Directory Number Enter the directory number of the corresponding attendant.
Alias No. 0: for the first name.
Directory name Enter attendant name.
Directory First Name Enter the first name of the attendant.
UTF-8 Directory name Used for names in non-Latin character sets and long Latin
names. Enter the user’s directory name. Maximum characters:
• 43 Latin
• 21 Greek/Cyrillic
• 14 CJK (China, Japan, Korea)
Note:
You must use the 4760 or 4760i application to enter or display non-
Latin characters for this parameter. Non-Latin characters are displayed
as ??? in mgr.
UTF-8 Directory First Name Used for names in non-Latin character sets and long Latin
names. Enter the user’s directory first name. Maximum charac-
ters:
• 43 Latin
• 21 Greek/Cyrillic
• 14 CJK (China, Japan, Korea)
Note:
You must use the 4760 or 4760i application to enter or display non-
Latin characters for this parameter. Non-Latin characters are displayed
as ??? in mgr.
2.4.21 Assistance to attendant groups

The administrator must configure one of the programmable keys on the attendant set to activate
assistance for attendant groups.
1. Select Users > Progr.Keys
Directory Number Displays the corresponding directory number.
Key No. Displays the number of the corresponding key.
Function Select: Attendants Assistant.
4040-Mnemonic Not significant.

Ringing Mode Select:

• None
• Short Ring
• Long Ring
• Short Ring Without Overring
• Long Ring Without Overring
Attendants Group Enter the assisted attendant group.

2.5 Operation
2.5.1 General
The operation or use of the attendant set depends on the type of set selected:
Terminal See:
Alcatel-Lucent IP [37]
Touch 4068 Phone
Alcatel-Lucent 4059 Overview on page 132

IP
4059EE Alcatel-Lucent 4059 Extended Edition Attendant Console 8AL90608USAB
2.6 Maintenance
2.6.1 Introduction
The following commands have been developed for attendant maintenance:
• listerm: provides (among other things) a list of the attendants present in the system and their
state.
• opstat: provides additional information on the state of the attendants.
• grpopestat: provides information on the state of the attendant group. It is also used to obtain
information on attendant group assistants and ringing thresholds.
• readkey: used to know supervised attendant groups.
• multitool: used to provide the list of assistant sets and their keys.
2.6.2 Attendant State

The following command:
Listerm <Shelf No.> <Board No.>
displays all the attendant sets or consoles on the node with:
• Set address (shelf, board, etc.).
• Set type.
• Set directory number.

• State:
• A: the set is waiting to be put into service as it is not connected behind the (coupler) board.
• I: the set is automatically isolated for maintenance.
• X: the set is manually isolated for maintenance using the “out_serv” command.
• P: the set is desynchronized.
• C: the board where the set is connected is unplugged.
• T: the set is unplugged.
• B: the set is out of service after a CPU switchover.
• Y: the set is behind an isolated ACT.
Example:
(1)pbx56> listerm 0 11
--------------------------------------------------------------------------
| Coupler: 1 5 Logic type: CPL_UA Board: UAI 8 State: IN SERVICE |
|-------------------------------------------------------------------------|
| Cry:Cpl:ac:term | neqt | typ term | dir nb | Out of service cause |
|-------------------------------------------------------------------------|
| 1 11 0 0 | 0122 | OP 4059 | 13012 | . . . . . . . . . . |
| 1 11 0 1 | 0123 | OP 4059 | 13012 | . . . . . . . . . . |
| 1 11 0 2 | 0124 | OP 4059 | 13012 | . . . . . . . . . . |
| 1 11 0 3 | 0125 | OP 4059 | 13012 | . . . . . . . . . . |
| 1 11 0 4 | 0126 | T_RESU | | A . I . . . . . . . |
| 0 11 0 5 | 0127 | 4039 | 13018 | A . . . . . . . . . |
| 0 11 0 6 | 0128 | T_RESU | | A . I . . . . . . . |
| 0 11 0 7 | 0129 | op 4035 | 13005 | . . . . . . . . . . |
|-------------------------------------------------------------------------|
| (A: att_mserv|S: hs smooth), C: hs_defich, I: hs_isolauto, X: hs_isolman|
| T: hs_terdef U: hs_usdef, P: hs_errparite, B: hs_bascul, Y: hs_cristisol|
--------------------------------------------------------------------------|
| Total number of terminals out of service: 1 |
| Total number of terminals in service: 6 |
|-------------------------------------------------------------------------|
2.6.3 Additional Information on Attendant State

The opstat command displays the following information for all the attendants in the system:
• Attendant name.
• Set or console state (Idle, Unplugged, or Notexistant).
• Attendant directory number.
• The number of urgent calls on-line.
• The number of calls on-line.
• Connection type (Manual, Automatic).
• Traffic state (no call, etc.).
• The mode in which the attendant is operating (Day, Night).
Example:
(1)pbx56> opstat
prem_ope 0 nb_ope_ecran 4
|------------------------------------------------------------------------------|
| INFO | ATT 0 | ATT 1 | ATT 4 | ATT 8 |
|------------------------------------------------------------------------------|
|nameat| 3011 | 3012 | | |
| | | | | |
|------------------------------------------------------------------------------|
|state | BUSY | IDLE | UNPLUGGED | UNPLUGGED |
|------------------------------------------------------------------------------|
|dir nb| 3015 | 3012 | 3020 | 3013 |
|------------------------------------------------------------------------------|
|urgent| 0 | 0 | 0 | 0 |
|------------------------------------------------------------------------------|
| usual| 0 | 0 | 0 | 0 |

|------------------------------------------------------------------------------|
|typcnx| MANUAL | MANUAL | MANUAL | MANUAL |
|------------------------------------------------------------------------------|
|calls | NO CALLS | NO CALLS | NO CALLS | NO CALLS |
|------------------------------------------------------------------------------|
| type | DAY | DAY | DAY | DAY |
|------------------------------------------------------------------------------|
Additional information is provided on entity call distribution tables by the command:

opstat -cdt
|----------------------------------------------------------------------------|
| ROUTING TABLE DATA |
|----------------------------------------------------------------------------|
|Entity Nr| Entity name |ach night|ach day |ach rv1 |ach rv2 |night rv |
|----------------------------------------------------------------------------|
| 0 | ENTITE 0| 3010 | 3010 | 3010 | 3010 | |
|----------------------------------------------------------------------------|
| 1 | ENTITE 1| A3000 | A3000 | A3000 | A3000 | |
|----------------------------------------------------------------------------|
2.6.4 Attendant Group State

The grpopestat <Attendant Group ID> command displays the following information for the
attendant group:
• etat_phys: state of the corresponding attendant group.
• etat_phys_redundancy: indicates the position of the attendant group in the case of switchover
to the backup CPU.
• etat_log: distribution state.
• overload_prg: mutual aid validated.
• grp_overload: overflow in progress (yes: 1, no: 0).
• nb_att_pres: number of attendants present in the attendant group.
• nb_grp_call: number of calls waiting.
• max_grp_call: overflow threshold.
• overflow: physical overflow directory number.
• att-pres: indicates the number of attendants present in the group (50 maximum).
• entite_sup: indicates the number of entities supervised by the attendant group (255 maximum).
• ind_assistant: provides information on the assistant sets in the attendant group.
• att_assist_start_ringing: start ringing threshold.
• att_assist_stop_ringing: stop ringing threshold.
• threshold_next_call: indicates the maximum number of attendants presented in call lists on a
Alcatel-Lucent 4059 attendant console
Example:
(1)pbx56> grpopestat 1
assist
etat_phys :PRESENT
etat_phys_redundancy :NOT_CREATED
etat_log :JOUR
overload_prg : 0
grp_overload : 0
nb_att_pres : 1
nb_grp_call : 0
max_grp_call : 5
overflow :
att_pres :
( 0) |01000010|00000000|00000000|00000000|00000000|00000000|00000000|00000000
( 64) |00000000|00000000
entite_sup :
( 0) |00000000|00000000|00000000|00000000|00000000|00000000|00000000|00000000
( 64) |00000000|00000000|00000000|00000000|00000000|00000000|00000000|00000000

(128) |00000000|00000000|00000000|00000000|00000000|00000000|00000000|00000000
(192) |00000000|00000000|00000000|00000000|00000000|00000000|00000000|00000000
ind_assistant : 151
3025
3000
att_assist_start_ringing : 20
att_assist_stop_ringing : 3
threshold_next_call : 6
2.6.5 Assistance to the Attendant Groups

2.6.5.1 Attendant Group Supervision
The readkey command opens the following menu:
--> main menu <--
1) display by phone set type

2) display by mcdu
3) help about phone set keys
q) quit
Your choice [1..3, q]:
Select option 2) display by mcdu, followed by set number. This displays the supervision keys of
the attendant groups with their identifying number for the selected set.
Example:
Supervision keys of an Alcatel-Lucent IP Touch 4068 Phone attendant set
Keys state of the 13006 mcdu phone set:
Number of keys = 74
Key 1: TFILE Key
Key 2: TPROG Key --> 13013
Key 3: Prog. Key Empty key
Key 7: TPAI Key --> Smith John
Key 8: TFILE Key
Key 10: TFAI Key --> TG1
Key 15: Empty key
2.6.5.2 Assistant Set Supervision

The following command:
multitool
opens the following menu:
(1)pbx56> multitool +------- [ Main Menu ] -------+
[ 0] - Exit
[ 1] - Consult Multilines And Supervised Sets
[ 2] + Consult Boss/Secretary
[ 3] - Consult Sets With Data keys
[ 4] - Consult Sets With Supervision Data keys
[ 5] + Consult Directory Number Supervision
[ 6] - Consult Supervision Keys On Attendant
[ 7] - Consult Attendant Assistant Key On Attendant Group
[ 8] - Consult Supervised Trunk Groups and Keys
[ 9] + Consult Supervised Trunks and Keys
[10] + Multiline Sets With Their Multiline Keys
[11] + Consult Secondary MLA Keys
[12] + Consult Voice Mail Supervision Keys
CHOICE ?
Select option 7 Consult Attendant Assistant Key on Attendant Group followed by

attendant group identifier. This displays the directory numbers of the assistant sets (sets 3000 and

3025 in the following example) with supervision key (key n°2 for set 3000 and key n°2 for set 3025) for
the selected attendant group.
Example:
Key_Id | Numan
2 | 3000
2 | 3025
--No more--

Chapter
3 Integrated automated attendant
3.1 Overview
3.1.1 Introduction
The "Integrated automated attendant" application provides the following advantages :
• relieves the human operator of simple and repetitive tasks,
• available round-the-clock, every day of the year,
• offers a constant and quality greeting.
Access to the "Integrated automated attendant" is authorized (according to management) for any ISDN
(T0, T2), DDI, NDDI, ATL and DASS2 call. It allows the caller to select the service required, access an
internal user or, failing this, access the human operator.
The "Integrated automated attendant" has interactive voice response, and automated attendant :
• interactive voice response (OPTION) :
• routing on pre-off-hook guides,
• routing on menu on set guides,
• routing on automated attendant (OPTION).
AUTOMATED ATTENDANT
INTERACTIVE VOICE
RESPONSE
Pre-off-hook
guide Menus on set
AUTOMATED ATTENDANT link possible between

applications
OPTION 1
OPTION 2
Figure 3.1: Automated attendant
Automated attendant interactivity as regards the caller is based on the use of DTMF. Any caller who
does not have a DTMF set will be directed to another service and will not be offered the integrated
automated attendant menus.
The application is protected by two software locks : Automated attendant (facility validation) and AA
Voice Guide (number of voice guides that can be used).

Chapter 3 Integrated automated attendant
3.1.2 Terminology used

Tree :
Representation of an integrated automated attendant, describing the different links between the
automatic attendant leaves (directory number entry guide, guide for automated attendant, automatic
choice guide).
IVR (Interactive Voice Response) :
This facility is available for a DDI call to a set, set group or attendant.
CCD :
The CCD (Call Centre Distribution) application provides all types of company the functionality required
to offer clients a top quality telephone greeting service while maintaining the possibility to evolve in line
with corporate requirements and resources.
The call arrives on the pilot (called service) which directs the call to a processing group (agents). If the
call is CCD queued (e.g. when the agent is busy), voice prompts are played and can include automatic
choice prompts and prompts for code entry. An automated attendant access number must first be
defined in one of the levels associated with the pilot rule number (automated attendant queued).
For more information about CCD, refer to the CCdistribution - Overview .
Leaf :
Item supporting a voice guide and associated informations. Voice guide which can be a pre-off-hook
guide, menu on set, unavailability guide, guide for automated attendant, automatic choice guide or
directory number entry guide.
DDI incitation guide :
This is a pre-off-hook guide.
The "DDI incitation guide" is presented to the external caller only on attendant call. It is intended to
encourage the caller to use the his correspondent's DDI number.
Pre-off-hook guide :
Term used for the "Presentation guide" and "DDI incitation guide".
Presentation guide :
This is a pre-off-hook guide.
The "presentation guide" is used to present the company or department being accessed.
Menu on set guide :
Interactive greeting guide played on a DDI call to a set. The guide message offers the caller a number
of choices. Callers select their choice by pressing the corresponding key on the DTMF keypad. Only 4
choices are available : wait, voice mail, attendant and automated attendant.
Unavailability guide (menu on set) :
This guide is a menu on set activated when no service is authorized.
The message just contains information. No response is expected from the caller, who will be switched
again or released.
Automated attendant guide :
This is a menu for automated attendant or menu on tree.
The guide message offers the caller different choices. Using the DTMF keys, the caller will be directed
to a choice of various services with new menu cascading where appropriate.

Automatic choice guide :

The caller is automatically directed to a pre-defined choice. The caller can only carry out one operation:
return to previous voice guide.
Directory number entry guide :
The directory number entry guide prompts the caller to dial the called party set.
Code entry guide :
This is a menu for the automated attendant or menu on tree.
The code entry guide prompts the caller to dial a code and send it to the CSTA application as
"Correlator data". This entry code is retained, then used during the routing of the call to the pilot or
monitored set. It can be viewed on completion on the display of set of the agent processing the call and
be used by a CTI application (example: PC agent).
Time-Out :
Synonymous with "end of guide". The Time-Out is the end of the guide playback timer. Where
appropriate, after this Time-Out, a silence timer (wait for entry) will be activated.
3.1.3 Reference to the other modules

"Integrated Automated Attendant" is documented in the following modules :
• Functional Description - Interactive Voice Response (IVR) (see Interactive Voice Response (IVR) on
page 53 ),
• Functional Description - Calls to automated attendant (see Calls to automated attendant on page
60 ),
• Functional Description - Voice guide support : the leaf (see Voice guide support : the leaf on page
65 ),
• Installation (see Installation procedure on page 71 ),
• Preliminary management (see Preliminary Management on page 71 ),
• Management - Application management (see Application management on page 74 ),
• Management - Model sheets (see Model sheets on page 97 ),
• Operation (see Operation on page 123 ),
• Maintenance (see Maintenance on page 130 ).
3.2 Interactive Voice Response (IVR)

3.2.1 Generalities
The two facilities - "pre-off-hook guides" and "menus on set" - operate either independently or together
(depending on PABX management):
• on an external call to an attendant, a "presentation guide" and a "DDI incitation guide" can be sent,
• on an external call to a set or set group, a "presentation guide" and a "menu on set" can be sent.
The IVR can be used in the following manner on set groups:
• possibility of playing a "presentation guide" on any group DDI call while there are sets free or while
the queue level has not been exceeded.

In this case, the category fixing the called party rights is given by the group public network access
category.
• on group totally busy, the calls overflow to the group overflow number validated in management.
In this case, the category fixing the called part rights is given by the overflow set public network
access category.
3.2.2 Pre-off-hook guides

The "pre-off-hook guides" are presented on a direct external call before set ringing.
The pre-off-hook guides include the "presentation guide" and the "DDI incitation guide”:
• the "presentation guide" presents the company or department accessed by the caller,
• the "DDI incitation guide" is presented to the external caller only on attendant call and is intended to
encourage the caller to use his correspondent's DDI number.
3.2.3 Menus on set

These are activated:
• on an external call to a single line or multiline set that is busy or not answering,
• on call from an automated attendant guide to a set that is busy or not answering.
The "menus on set" facility offers 4 choices to the caller:
• wait on busy or free set,
• message drop (4635, 4645 and SIP voice mail)
• attendant call,
• call the automated attendant.
"Menus on set" include:
• "Menus on set" themselves, proposing the choices available,
• "Unavailability guide" when no choice is possible.

PRE-OFF-HOOK GUIDES DDI ISDN T0/T2 BCA, IA, DDI non ISDN
MENUS ON SET
Identification of caller for

abbreviated numbers
ISDN caller ISDN caller Non ISDN caller

known unknown
Entitled abbreviated nos. Bundle default rights
Entitled to presentation guide (Compare caller-called party rights)

N
Yes o
PRE-OFF-HOOK GUIDES (see automated attendant)

(Overflow on
PRESENTATION GUIDE WHERE directory no.)
APPROPRIATE
If attendant If directory
no. call State of called
call set
Forwarded Busy
DDI incitation guide Free

Forwarding
Depending on caller/called party rights and state of
processed
the installation
Day Night called party

called party does not
answers answer
Authorised Bundle
priority wait overflow
No Yes
Conversation Authorised Menus on set caller
known or unknown/called party
rights
Queue internal Queue external
calls calls Yes
No
Guide 110 wait on att. (if managed)
Compare rights of
caller-called party
Bundle
Conversation Conversation At least one choice overflow
No choices
possible
MENUS ON SET
End of wait timer Guide Menu on set Unavailability GUIDE
Automated No reply
Wait Voice mail Attendant attendant
Type of action on
Wait on attendant or Time-Out
overflow (see above)
(see automated attendant)
Figure 3.2: Pre-off-hook guides menus on set

3.2.4 Principles adopted

An ISDN caller can be recognised if his number is created as a direct abbreviated number or
abbreviated number per range. If this is the case, the caller assumes the rights fixed by the abbreviated
number.
For all other types of call, the caller rights are determined by the bundle.
The services available depend on the comparison of caller - called party rights and the status of the
installation (day, night).
For all Attendant calls, the principle is:
• search for identification if the caller is ISDN,
• possibility of connecting the "presentation guide" (playback and length can be parametered), in line
with the rights and installation status (day, night),
• possibility of connecting the "DDI incitation guide" in line with the rights and installation status (day,
night),
• possibility of putting certain calls on priority or no priority wait on the attendant, in line with the rights
of caller, and attendant and installation status (day, night).
For all set or set group callers, the principle is:
• search for identification if the caller is ISDN,
• possibility of connecting the "presentation guide" (playback and length can be parametered), in line
with the rights and installation status (day, night),
• called set rung or any forwarding processed,
• if the called party does not answer or is busy, connection of a menu guide offering choices in line
with the services implemented (wait on called set, attendant call, voice mail, automated attendant).
This guide varies according to the rights allocated to the caller, called party and the status of the
installation. This connection isn't possible for set group callers,
• caller number display on the called set for ISDN calls, unless the called party is forwarded or
already has a call waiting.
Functionality subject to rights :
The functionality available to the caller depends on the rights allocated to the caller and to the called
party and the type of routing:
• case of interactive voice response ("pre-off-hook guides" and routing to menu on free or buy set
guides):
The functionality available results from the comparison of the caller rights and the called party rights:
only the common functionality will be available to the caller (combined rights).
• case of access to an automated attendant:
The functionality available corresponds to the caller rights.
The following rights can be allocated to the called party:
• wait,
• routing to attendant,
• voice mail (4635 only),
• voice mail,
• routing to automated attendant,
• presentation guide,
• DDI incitation guide,
• menu guide if caller known,
• menu guide if caller unknown,

• number of the presentation guide used (1 from 6),

• number of the DDI incitation guide used (1 from 2).
The following rights can be allocated to the caller party:
• wait,
• routing to attendant,
• voice mail (4635 only),
• voice mail,
• routing to automated attendant,
• presentation guide,
• DDI incitation guide,
• priority waiting queue on attendant.
3.2.5 Voice guides

3.2.5.1 Pre-off-hook guides
A pre-off-hook guide ("presentation guide" and "DDI incitation guide") offers no choice: after voice
guide playback, the caller is directed according to the action on Time-Out.
The "presentation guide" (from 1 to 6) is defined in the rights of the called party. This guide is played on
an external call if authorised by the combined rights.
In the case of a call to an attendant, it may be played on free or busy set (programmed in
management).
The "DDI incitation guide" (from 1 to 2) is defined in the attendant set called rights.
3.2.5.2 Menus on set

When an external call is switched to the "menus on set", the system compares the rights of the caller
and called parties to determine the choices actually offered to the caller.
These choices are deduced from the rights of the caller (bundle or abbreviated number) and from the
rights of the called party (set). They form the combined rights. The rights taken into account are: wait,
attendant, voice mail and automated attendant.
The combined rights are those that are common to the caller and called parties.
Example:
If the rights of the caller propose: attendant, voice mail and wait,
and those of the called party propose: attendant and wait.
The combined rights will be: attendant and wait.
These two choices correspond to the number of combined rights No.5 (see Application management
on page 74).
In this example, you must assign to the No.5 right a leaf proposing the "wait" and "attendant" choices.
However, although the standard number of combined rights is No.5 (choices: attendant and wait), if the
attendant set is not in service, the system will automatically fall back on a lower number of combined
rights, for example No.3 (choices: voice mail and wait).
This principle is identical for:
• the numbers of the combined rights including voice mail if the latter becomes unavailable,
• the numbers of the combined rights including wait, if wait is not authorised.

3.2.6 Calls to a multiline set

In the case of a multiline set with two lines, if a second call is presented while the first line is busy, the
guide on free set is played after timer No.4 time-out. See figure below.
If both lines are busy and a third call is presented, the guide of totally busy set (wait not authorised) is
played.
If wait is not authorised, the set is considered to be totally busy. On a new call, the guide corresponding
to busy (wait not authorised) is played.
In case of partially busy multiline sets, when a new call is presented, the menu on partially busy set
(wait authorised) may be played.

Routing a new call to a multiline set with one line busy and at
least one line free
New call
no
wait
authorised
yes
yes Ovfl on busy no

Ovfl on
validated on set
busy
(56) (*)
no yes
yes
Ovfl on
no reply
no Ovfl on rep. no yes

validated on set
(65) (*)
no
Immediate no
menu
yes
yes
yes no Associate
Immediate set?
menu
no
Ovfl on
associate
Menu on Menu on free set Menu on busy set Menu on busy set
busy set entitled with wait rights with wait rights without wait rights
wait after timer 4
: these two parameters are managed in "Users",

in the "Multilines characteristics" part
(*) : value of the prefix managed by default
Figure 3.3: Call routing on multiline set
3.2.7 No priority calls for the attendant

In the case of attendant call, the call is put in a waiting queue:
• priority waiting queue (for external circuits),
• no priority waiting queue (for private lines).
The caller rights category may inhibit being placed in a priority waiting queue, to favour other
categories of caller.
In the case of an attendant who is unplugged or not created, before granting a combined right including
attendant call, the system checks the following two conditions:

• management of an attendant or attendant group "physical directory number" in routing 1 from the
entity of the called set (Day or Night state).
• the presence of at least one attendant in service.
If both of these conditions are not met, the system does not propose a leaf including the access to the
attendant. However, it is possible to by-pass these controls to route the calls to any directory number
when the caller selects the "attendant" (attendant call) option. For this, a real or virtual "physical
repertory" number must be managed in routing 1 and the destination set in routing 2.
Note:
If a public call that transits via the automated attendant is directed to an attendant set, the latter does not
differentiate between a private and public type i/c call. Passing to the automated attendant means that this call
loses its public call information item and the call is presented on the private call key (PCOT key on the attendant
set).
3.3 Calls to automated attendant

3.3.1 Menus on tree
The "menus on tree" form a tree structure of voice guides played to an external caller in the following
cases:
• the caller has dialled a specific number defined in the numbering plan as an "automated attendant
call",
• the caller has dialled a user number entitled to "menus on set", then selected the "access to the
automated attendant" option.
The "menus on set" are used to direct callers to variable choice services, switching them to the correct
party. The caller can select, on each voice guide, one option from the following four:
• routing on directory number (voice guide if correspondent busy or not answering, in line with caller
rights),
• other automated attendant menu (other service),
• overflow (the call overflows to the trunk group routing overflow number),
• release.
The "menus on tree" include the "menu for automated attendant", "automatic choice menu", "guide for
repertory number entry" and the "code entry guide".
3.3.2 Principles adopted

An ISDN caller can be recognised if his number has been created as a direct abbreviated number or
abbreviated number by range. If this is the case, the caller assumes the rights fixed by the abbreviated
number.
For all other types of call, the rights of the caller are determined by the bundle.
These are the rights which determine the access authorisation to the automated attendant.
The services available differ according to the automated attendant access directory number and
installation status (day, night).

AUTOMATED ATTENDANT
or menus on tree
DDI ISDN T0/T2 BCA, IA, DDI non ISDN
Identification of caller
(Abbrev. nos./rights)
ISDN caller ISDN caller caller non ISDN

known unknown
rights ISDN caller bundle default rights
Authorised automated attendant
yes no
Bundle
overflow
access from a access from a

menu on set menu on set
A B C D
Automated Directory no. Code entry guide
Automatic
attendant entry guide
choices
Figure 3.4: Access to the automated attendant and Its voice guides

Choices for the caller on arrival on the

menu for automated attendant
A
automated
attendant
choices by key (4 max per guide)
Playback again
Type of action on
Routing to Time-Out
preprogrammed
directory No.
Other guide:
- automatic choices
Playback again
- entry Directory no. Other guide:
- code entry
- automatic choices
- entry Directory no. Release
- code entry
A D
C Bundle
B
overflow
A D Routing to
B C preprogrammed
directory No.
Figure 3.5: Possible actions from a menu for automated attendant
Choices for the caller on arrival on an

automatic choice menu
B automatic
choices
Automatic directing on Time-Out
Release
Other guide:
- automatic choices routing on pilot
- entry Directory no.
- code entry
Bundle
overflow
A D
B C
Routing on
preprogrammed
Directory no.
Figure 3.6: Possible actions from an automatic choice menu

Choices for the caller on arrival on a

directory number entry guide
C
Directory no.
Type of action on
Time-Out
Dial Directory
no.
Figure 3.7: Possible actions from the repertory number entry guide
Choices for the caller on arrival on a

code entry guide
D
Code entry
guide
Type of action on
Time-Out
Dial code no.
Other guide:
- automatic choices Preprogrammed
- entry Directory no. call no.
- code entry
A D
B C
Figure 3.8: Possible actions from the code entry guide
3.3.3 Voice guides

Automated attendant menu
The choices available in the "automated attendant menu" are intended to direct the caller to the
correspondent best able to meet his needs.
The "menu for automated attendant" can propose:

• either correspondent call,

• or sending another voice guide refining the directions available to the caller (for example: the
directory number entry guide).
• or further guide play-back.
The caller can always return to the previous guide even if this choice is not proposed in the message
(use of the Return key).
If the caller makes no choice, one of the choices is used by default:
• release,
• send another voice guide refining the directions available,
• routing to pre-programmed directory number,
• playback,
• return to previous leave.
Automatic choice menu
This does not offer any choice to the caller who is automatically switched to one of the following
choices, after being told of this:
• routing on pilot,
• release.
The caller can always return to the previous guide even if this choice is not proposed in the message
(use of the Return key).
Directory number entry guide
The "directory number entry guide" prompts the user to enter the number of the party required. If the
combined rights allow it, the caller may take advantage of the IRV facility.
The caller can return to the previous guide (Return key) as long as the directory numbering has not
started.
If the caller makes no choice, one of the following choices will be used by default:
• release.
Code entry guide
The "code entry guide" prompts the caller to enter a code and send it to the CSTA application as
"Correlator data". Code entry (16 digits maximum) is followed by:
• either the call to a pre-programmed number,
• or the routing to another leaf in the automated attendant tree.
In case of repeated code entries, the last code entered is taken into account.
If the caller enters more than 16 digits or dials the code too slowly, one of the following orientations is
used by default:
• send another voice guide refining the orientations proposed,
• routing to a pre-programmed directory number,

• overflow (the call overflows to the bundle routing number),

• release.
The caller has the possibility of returning to the previous guide (use of the "RETURN" key) as long as
code entry has not been started.
3.3.4 "menus on tree" order

The administrator determines the "menus on tree" order.
For this:
• he creates:
• leaves (see Voice guide support : the leaf on page 65 ) inter-connected by a tree structure,
• trees: each tree has an entry leaf, the first voice guide heard by the caller.
• he creates the accesses to the automated attendant (up to 8) and for each access defines:
• the access directory number,
• a tree for each caller rights category and for each installation status (day, night).
The presentation order of the guides then depends on:
• the access, according to:
• automated attendant directory number,
• caller rights,
• installation status.
• the guides, according to:
• the direction given by the automatic choice menus,
• caller responses to the automated attendant guides,
• the guides default direction given in the event of no caller response.
Note:
the same tree can be allocated to several automated attendant access numbers.
3.4 Voice guide support : the leaf

3.4.1 Generalities
The leaf is identified with a voice guide and hold information concerning:
• the voice guide used,
• the next action to be undertaken following the caller's choice,
• the action by default if the caller makes no choice.
The information concerning the actions to follow differ according to the type of leaf used.
3.4.2 Leaf characteristics

A leaf is defined by:
• its message (tone number, playback timer, etc.),
• its type: pre-off-hook guide, menu on set, unavailable guide, menu for automated attendant,
automatic choice menu, repertory number entry guide, code entry guide,
• its actions (choice of correspondent or default action).
In the actions available, some leaves may send another leaf.

Note:
128 leaves can be created.
3.4.3 Actions in the pre-off-hook guides and menus on set

The following tables indicate (by an "X") the programmable functionality according to the leaves.
3.4.3.1 Actions for a "menu on set"
Leaf Pre-off-hook Menus Unavailability

guides on set guide
Action on choices
Camp-on wait (on called

X
party set)
Voice mail X
Routing to attendant X
Routing to automated
X
attendant
3.4.3.2 Actions on time-out
Leaf Pre-off-hook Menus Unavailability

Action on guides on set guide
Time-Out
Routing to called party
X X
number
Overflow (on bundle) X X X
Release X X X
Routing to automated
X X
attendant
Note:
In the case of routing to called party number after the action on time-out, if this user is authorised menus on set,
these guides can be played after the pre-off-hook guide.

3.4.4 Actions in the menus on tree

3.4.4.1 Actions on choice
Menu for Directory

Leaf Automatic Code entry
Action automated number entry
choice guide guide
on choices attendant guide
Other choice X
Routing to
pre-programme X
d number
Play-back again X
Enter Dir. no. X
Code entry X
End code entry X
Directory number call by "menu on tree"

The directory number called from an menu on tree can be:
• a local subscriber,
• a set group (ACD or hunt group),
• an attendant,
• access to automated attendant,
• a subscriber forwarded to: another set, Voice Service, the exterior, paging,
• voice service.
The directory number called from a directory number entry guide can be:
• a local subscriber,
• a set group (ACD or hunt group),
• an attendant,
• an "automated attendant" facility,
• a subscriber forwarded to: another set, the Voice service, the exterior, paging,
• voice mail.
In both cases, if the user or set group called is authorised IVR, the pre-off-hook guides or menus on set
can be played.
Note:
in the case of a set group call, the "menu on set" is only activated if the call is switched to the busy or not
answering overflow set. A pre-off-hook guide can also be played when the group is free.

3.4.4.2 Actions on time-out
Menu for Directory

Leaf Automatic Code entry
Action automated number entry
choice guide guide
on time-out attendant guide
Overflow X X X
Release X X X X
Other leaf X X X X
Route
pre-programmed X X X X
number
Play-back again X
Return to previous
X
leaf
Routing on pilot X
Routing on pilot
The "automatic choice menu" leaf, validated with the "routing on pilot" type of action on Time-Out, is
used to route the caller directly to a pilote or statistic pilot (stat pilot). This means that a conditional
routing on pilot is managed.
The arrival of a call differs according to the state of the pilot:
• If the pilot is accessible, the call arrives directly on the pilot whose directory number has been
configured in management.
• If the pilot cannot be accessed, several call rerouting possibilities are presented:
-to another automated attendant leaf,
-depending on the entity of the automated attendant access. See § "Access creation" in Application
management on page 74 .
-to a CCD queue if the call is passed on by the automated attendant while the caller was already in this
CCD queue.
These possibilities depend on the programming carried out in management. See § "Creating leaves for
the automated attendant" in Application management on page 74 .
It is also possible to manage unconditional routing to pilot regardless of the state of the latter (open, in
general forwarding or blocked). For the "automatic choice menu" leaf, the type of action after the
"Routing to pre-programmed number" with a pilot directory number time-out is validated.

Note:
A stat pilot is used to undertake statistics on a large number of pilots without having to increase the number of
pilots in place. The routing of the call to the stat pilot is determined by the status of the associated pilot and to
which the call is routed.
Note:
The pilot can be on the same node as the automated attendant or on a different node on the same network.
3.4.5 Access condition key

Reminder: selecting the choices proposed by the guides is carried out by DTMF key detection.
An access condition key (usually "*” or "#") can be defined in order to distinguish between DTMF and
no DTMF sets and switch them as appropriate. (on DTMF detection, direction towards leaves offering
choices, on absence of detection, to an automatic choice leaf, directory number, etc.) after a timer.
This key is requested once on connection to the first voice guide requiring DTMF use (menu, on tree
menu on set).
Without access condition key , selection of a choice by a DTMF set is still in force and no
intervention (no DTMF set) also results in switching to a default set. However, in the latter case, the
caller must wait for all choices to be proposed.
Remark:
management of the access condition key is valid for the entire application (I/c calls on menu on set and automated
attendant).
3.4.5.1 Automated attendant

If the access condition key is defined in management:
The voice guide must prompt the caller to use the access condition key (for example: "*").
This voice guide can appear:
• in the entry leaf (menu for automated attendant direct access),
• after a "pre-off-hook guide" (call to busy or not answering set = menu on set guide),
• after an "automatic choice menu".
3.4.5.2 I/C calls on menu on set

If the access condition key is defined in management:
The menu on set voice guide must propose to the caller the use of this access key before dialling the
digit corresponding to the service required.
Example:
"If you have a DTMF set, press "*" followed by your choice: "1" to wait on the set called, "2" to drop a message and
"3" for the attendant".
If the access condition key is not defined in management:
You are recommended to use digits 0 to 9 only for the choices available.
In fact, on pressing the key to change to DTMF ("*", "#", etc.) some sets automatically transmit the corresponding
DTMF signal on the line and this may lead to untimely selection of a guide choice.
3.4.6 Anticipating guide choices

The caller may enter his choice of response to menu on set or automatic choice guide by anticipation,
without waiting for the end of the message.
The response concern:
• the current guide,

• the current guide and those proposed afterwards. This is then "full anticipation". (Future release)
Full anticipation fails if:
• one of the choices is incorrect,
• one of the guides reached during routing is out of service. (Future release)
In the first case, full anticipation will halt and the guide on which the error has occurred will be sent.
In the second case, the Time-Out action will be followed. (Future release)
Waiting tone on free or busy set
Between a presentation guide and menu on set, if the called set is:
• busy, the tone heard is the wait on busy set tone if it exists,
• free, the tone heard is the ringing tone.
When you select wait on set, the tone heard between the two menu on sets is:
• the wait on busy set tone if the set is busy,
• the wait on free set tone if the set is free.
If the wait on free or busy set tones have not been defined, the wait tone is the bundle tone.
3.4.7 Return key

On all the menu leaves on tree (guides for automated attendant, automatic choice guides, guide for
entering the directory number and guide for code entry), the caller can request a return to the previous
guide. A key associated with this return must be defined (in management).
A "menu on set" never proposes return to the previous menu.
3.4.8 Inter-guide tone

Used in Future release.
When the guides start at the beginning, they cannot be synchronized and there is a certain period
before connection of the next guide.
During this intermediary time, an inter-guide tone can be connected to the caller.
If it is not defined, then the i/c bundle wait guide which is sent.
3.4.9 Characteristics
Choice
For guides presenting action type choices, you are recommended to include a maximum of 3
choices (otherwise the caller will not listen to all the message). However, a maximum of 4 choices is
possible.
Leaves
Total number of leaves: 128 .
Trees
Each tree has an associated first leaf. Each leaf has a corresponding type of action. Action cascading
(overflow to another leaf, directory number, etc.) makes up the tree.
• maximum number of trees: 8 ,
• maximum number of tree structure levels: 5 ,
• 1 leaf can belong to several trees,

• the only leaves that can be used in the tree are the menu leaves on tree (menus for automated
attendant, automatic choice menus, guide for entering the directory number and guide for code
entry).
3.5 Installation procedure

3.5.1 ACT Hardware
3.5.1.1 Overview
The SUVG and GPA boards are the only one able to detect the voice frequencies used for the
Integrated Automated Attendant. The SU and VG boards are not equipped with DTMF receivers and
cannot be used.
The type of receiver needed (DTMF or DTMFX) depends on the type of trunk on which the call arrives.
For calls arriving on trunks that are:
• digital type (PCM and ISDN), DTMF receivers are required,
• analog type (BCA and IA), DTMFX receivers are required in all cases.
3.5.1.2 Equipment required

SUVG board.
GPA board. For installation see GPA - External connections .
3.5.2 Common Hardware

The GA and GD boards are able to detect the voice frequencies used for the Integrated Automated
Attendant.
3.6 Preliminary Management

3.6.1 Overview
The integrated automated attendant implementation is described, with an example, in the Application
management on page 74 . However, it is necessary to first manage the following sections:
• Trunk groups
• Public network access classes of service
• Attendants
• Users
• Groups of sets
• Speed dialing (abbreviated) numbers (direct or by group)
• Voice mail
3.6.2 Management of trunk groups

1. Select Trunk Groups > Trunk Group
2. Review/modify the following attributes

Automated Attendant Select Yes
Calling party Rights COS Assign the class of service corresponding to the rights of the callers
to the T0, T2, and if appropriate BCA, SDA trunk groups.
3.6.3 Management of public network access COS

1. Select Classes of Service > Access COS
2. Select the public network access COS assigned to the automated attendant (example: No 0 ), then
set the NIGHT/DAY/STATE 1/STATE 2 parameters to 1 for each of the following items:
BCA Wait on busy set
SDA Wait on busy set
LIA Wait on busy set
BCA Overflow on free set
SDA Overflow on free set
LIA Overflow on free set
BCA Overflow on wait
SDA Overflow on wait
LIA Overflow on wait
BCA Overflow totally busy
SDA Overflow totally busy
LIA Overflow totally busy

3. Validate the following parameters for the Called COS.-Auto. Att . item:
NIGHT 2
DAY 3
STATE1 4
STATE2 5
3.6.4 Management of the attendants

Select the concerned attendant set(s)
2. Review/modify the following attribute

Public Network COS Assign the appropriate class of service to the attendant
set(s). This determines the called party rights, as defined in
the class of service.
Note:
In the case of incoming calls to several attendants, the rights of the
first attendant apply
REMINDER:
The number of the public network COS concerns:
• The access COS to the public network corresponding to this number
• The access COS to the public network per same number project
• The set trunk group compatibility COS of the same number
• The called party rights COS configured in each public network access COS
3.6.5 Management of the sets

1. Select Users
Select the concerned user set(s)
Public Network COS Assign the appropriate class of service to the set(s). This de-
termines the called party rights, as defined in the class of
service.
3.6.6 Management of the hunt groups

1. Select Groups > Hunt Group
Select the concerned group
Public Network COS Assign the appropriate class of service to the group(s). This
determines the called party rights, as defined in the class of
service.
Note:
For the group: only one presentation guide can be played.For the
overflowed set: all the IVR guides can be played.
3.6.7 Management of the direct speed dialing numbers

1. Select Speed Dialing > Direct Speed Dialing Numbers > Direct SpdDl No. Pref.
Select the appropriate prefixes
Auto. Attendant Calling Right Assign the appropriate rights category to the abbreviated
numbers.

3.6.8 Management of speed dialing number by range

1. Select Speed Dialing > Spd Dl Numbers by Range > Speed Dialing Number
Select the appropriate numbers
Auto.Attendant Calling Right Assign the appropriate rights COS to the speed dialing num-
bers.
3.6.9 Voice mail

1. Select Applications > Voice Mail
Voice Mail Dir . No. Enter the directory number assigned to voice mail.
Voice Mail Type Select 4645 as voice mail type.

3.7 Application management

3.7.1 General
This module describes, with an example, the automated attendant implementation.
This consists in:
• Preparing voice guides
• Defining common data to the automated standard
• Creating different support records of a voice guide
• Assigning the records to the corresponding voice guide (pre-off-hook guides, Menu on set,...)
• Defining the COS for calling and called parties.
When the automated attendant is operating, some related information is available in the “Automated
attendant statistics” section. (see Maintenance on page 130 )
Reminder:
the integrated automated attendant facilities are managed in the PABX as follows:

Integrated
automated Pre-off-hook Menus on Automated
attendant guides set attendant
Application
Common data X X X
Automated att.leaves X X X
Pre-off-hook guides X
Menus on set X
Automated att. Tree X
Automated att. Access X
Caller rights category X X X
Caller party rights category X X
Automated att. Statistics X X X
Note:
For a detailed explanation of the items, see the on-line help associated to each section.
Note:
For the examples leading to routing to a CCD pilot, management in the CCD is not presented. (see: otcc/en/
th0110_ccd/ft0000_0000_na/sf0000_0000_0000_na/dm09011b0280259620.dita#dm09011b0280259620).
3.7.2 Tone management

Prepare the voice guides to use.
List of guides used for this example:
Tone No GUIDE
220 This is ALE International.
You can also use a DDI number to call your correspondents directly.
221
Please ask each correspondent for more details.
Your correspondent is not available at the moment. If you want to:
222 • continue waiting, dial *1,

• leave a message, dial *2,
• call the attendant, dial *9.
Your correspondent is not available at the moment. If you want to:

223 • leave voice mail, dial *2,
• call the attendant, dial *9.
225 This is ALE International. If you require assistance, please dial *.

Tone No GUIDE
To access the:
226 • TECHNICAL DEPARTMENT, please dial 1,

• SALES DEPARTMENT, please dial 2,
• another department, please dial 3.
To access the:
227 • AFTER SALES DEPARTMENT, please dial 1,

• OFFICE AUTOMATION DEPARTMENT, please dial 2,
• COMPUTER DEPARTMENT, please dial 3.
228 Please dial the number of the destination station.
229 Your correspondent is not available at the moment, please hold.
231 This is "...". For assistance, please press #.
To access:
232 • PURCHASING, press 1,

• SALES, dial 2,
• another department, dial 3.
233 Please dial your personal code.
Note:
Before preparing a voice guide, check that the tone selected for its recording (between N° 220 and 251) is not
already used by another voice guide.
3.7.3 Common DATA

1. Select Applications > Automated Attendant
Automated Attendant Valid. True
Tone (VG) On Free Set 23 (wait tone)
Tone (VG) On Busy Set 23 (wait tone)
Inter Guide Tone (VG) 1 (routing tone)
DTMF Numbering Key * (access condition)
Return Key * (return to previous guide)
Silent Timer 100 (10 s) (one digit wait timer)
Wait Timer 200 (20 s) (duration of playback of wait tone)

Immediate Menu On Multi.Set Concerns a call arriving on a multiline set that is partially busy
(one line at least is free). Select:
• True : immediate broadcast of menu on busy set (with
wait rights).
• False : broadcast after timer 4 of menu on free set.
Caution:
Before any creation or modification of an automated attendant, you must set attribute Automated
Attendant Valid . to no. Once these modifications have been made, remember to reset attribute Automated
Attendant Valid . to yes to validate automated attendant operation.
3.7.4 Leaf creation

The purpose is to associate each voice guide used with a leaf collecting all the information concerning
the automated attendant.
Tone
Leaf Guide name
number
PRE-OFF-HOOK GUIDES
220 1 Presentation guide
221 2 DDI incitation guide
MENUS ON SET
229 4 Unavailability guide
222 5 Menu on busy set
223 6 Menu on free set
MENUS ON TREE
225 10 "Star" menu (access key)
226 11 Technical - Sales - other (choice of department)
227 12 Maintenance-OA-IT (Choice of department)
228 13 Directory number entry guide.
231 14 "Number sign" menu (Access key)
232 15 Purchasing-sales-other (Choice of department)
233 16 Code entry guide
0 17 Automatic choice menu (no choice)

3.7.4.1 Creating pre-off-hook guides leaves

3.7.4.1.1 Leaf type for "pre-off-hook guides"
1. Select Applications > Automated Attendant > Pre-Off-Hook Guide
Leaf No. Enter the identification number of the leaf.
Leaf Name Free field used to assign a name to the leaf.
Leaf Type Select the " Pre-off-hook guide " leaf.
Tone Enter the number of the corresponding tone.
Listening Time This timer is used, once it times out, to trigger the
Action after time-out.
Time Out Action
Type of action Select the Type of Action after time-out:

• Overflow : results in call routing as per routing
defined for the entity of the called set.
• Release : results in release of the
communication by the system.
• Routing to called party number : used to
route the call to a set, set group or attendant
set number.
3.7.4.1.2 Examples of leaf creation
1. To create the Presentation guide leaf:
Select Applications > Automated Attendant > Automated Attendant Leaves
Leaf No 1
Leaf Name ALE International Greeting
Leaf Type Pre off hooked guide
Tone 220
Listening Time 300 (30 s)
Time-out Action Type Routing to called party No

4. To create the DDI incitation guide leaf:
Go back to Applications > Automated Attendant > Automated Attendant Leaves

Leaf No 2
Leaf Name DDI incitation
Leaf Type Pre off hooked guide
Tone 221
Time-out Action Type Routing to called party No

3.7.4.2 Creating "menus on set" leaves

3.7.4.2.1 Leaf type for "Menu on set"
1. Select Applications > Automated Attendant > Automated Attendant Leaves
Leaf Type Select the "Menu on set" leaf.
Tone Enter the number of the corresponding tone.
Listening Time This timer is used, once it times out, to trigger the Time Out
Action.
Time Out Action

• Auto att. routing : used to route the call to the automated
attendant (Menus on tree).
• Overflow : results in the routing of the call to the bundle
overflow no.
• Release : results in communication Release by the
system.
Directory no. To be completed according to the Type of action defined

above.
Action 1
DTMF digit Enter a digit between 0 and 9. Used to activate the Type of
action parametered below.

Type of action Select the Type of action:

• None : no action to be carried out.
• Camp-on wait : allows the call to camp-on wait on the
called party set.
• Voice mail : transfer the call to the correspondent's voice
mail
(4635).
• Route to attendant : used to route the call to a human
attendant.
• Route to auto. att. : used to route the call to the
automated attendant (Menus on tree).
Directory no. Enter the call number of the automated attendant.
Leaf no. -
Action 2 Only complete if the leaf proposes several choices to the

caller. Operation is identical to that described in parameter
action1.
Action 3 Idem Action2.
Action 4 Idem Action2.

Creation of leaf "Wait-Voice mail-Attendant"
Attributes:
Leaf No 5
Leaf Name Wait-Voice mail-Attendant
Leaf Type Menu on set
Tone 222
Time-out Action Type Overflow
Action 1 DTMF digit 1

Time-out Action Type Wait

Time-out Action Type Voice Mail


Time-out Action Type Routing to Attendant
Action 4 DTMF digit -

Time-out Action Type None
Creating leaf "Menu on free set" (not answering)

Attributes:
Leaf No 6
Leaf Name Free set
Tone 223

Time-out Action Type Routing to Auto. Attendant
Directory No 3406

Time-out Action Type Routing to Attendant


Creation of leaf "Wait-Attendant"

Attributes:
Leaf No. 7
Leaf Name Wait-Attendant
Tone Not managed as not used in examples in

Operation on page 123

Action after time-out Overflow
Type of action Camp-on wait
Type of action Route to attendant
Type of action None
Type of action None
3.7.4.3 Creating leaves for automated attendant (menus on tree)

3.7.4.3.1 Leaf type for automated attendant
Leaf Type Select the Leaf type:

• Menu for Auto att. : proposes choices intended to direct
the caller to the most appropriate correspondent.
• Auto. choice menu : the caller is automatically switched
to a choice validated previously in management.
• Directory no. entry guide. : prompts the caller to enter
the number of required correspondent.
• Code entry guide : promts the caller to enter a code
and send it to the CSTA application.
Tone Enter the number of the corresponding tone. In the case

where the Pilot routing action is validated below, enter val-
ue 0.
Listening Time This timer is used, once it times out, to trigger the Time Out
Action.
Time Out Action


• Overflow : results in the routing of the call as per the
routing defined in the entity managed at the automated
attendant access level.
• Release : results in the release of the communication by
the system.
• Routing to preprogrammed no. : transfers the call to
the number of a local subscriber, human attendant, etc.
• Playback again : used to reconnect to the same leaf.
• Return to previous leaf : used to return to the previous
leaf.
• Pilot routing : used to route the caller directly to the
number of the pilot or pilot stat.
Directory no. : To complete as per Type of action defined above.
Leaf no. : If the Type of action is Pilot routing and the pilot can-
not be accessed, the i/c call is rerouted:
• according to the automated attendant acces entity if
this field is 0 ,
• to a queue (if the call is passed by an OA access in
CCD queue) if this field is 0 ,
• to another "Menus on tree" leaf if this field contains a
Leaf no. .
Action 1
DTMF digit : If the type of action is Code entry , enter the exact
number of characters expected(16 digits maximum).
If the type of action is End Code entry , enter the end
of code entry character (value from 0 to 9, # or *).
Otherwise, enter a digit between 0 and 9. It is used to
activate the type of action parametered below.

Type of action : Select the type of action:

• None : no action to be carried out.
• Other leaf : used to route to another leaf in the
automated attendant menu.
• Routing to pre-programmed no. : transfers the call
to the number of a local subscriber, human
attendant, etc.,
• Playback again : used to reconnect to the same
leaf.
• Enter dir. no. : used to enter and transfer the call to
the number of a local subscriber, human attendant,
etc.
• Code entry : used to enter a code the length of
which is defined by the DTMF digit parameter.
• End of code entry : used to enter a code the entry
of which must terminate by the value of the DTMF
digit parameter.
Directory no. : Enter the call number of the user or service.
Leaf no. : Enter the automated attendant leaf number where the
call is to be routed.
Action 2 : Only complete if the the leaf proposes several choices

to the caller. Operation is identical to that described in
the action1 parameter.
Action 3 : Idem Action2.
Action 4 : Idem Action2.
Note:
To know the compatibilities between the different types of leaf, types of actions after time-out and types of actions
on choices, refer to the Voice guide support : the leaf on page 65 .
Creation of leaf "star menu" (1st leaf in Menu on tree for access No.1 (Rep. no.: 3406))
Attributes:
Leaf No 10
Leaf Name "Star" menu
Leaf Type Menu for Auto. Attendant
Tone 225

Action 1 DTMF digit *

Type of action Other leaf
Leaf no. 11 (Tech-Com-Other)



Creating "Technical or sales or other departments" leaf

Attributes:
Leaf No 11
Leaf Name Tech - Sales - Other
Tone 226

Directory no. 12 (Maint-OA-Info)

Time-out Action Type No Routing to preprogr.
Directory No 3400

Leaf no. 13 (enter repertory no.)

Creating "Maintenance or OA or DP departments" leaf

Attributes:

Leaf No 12
Leaf Name Maint - OA - DP
Tone 227

Time-out Action Type Routing to preprogr. No
Directory No 3411

Directory No 3409

Directory No 3435

Creating "Directory No entry guide" leaf

Attributes:
Leaf No 13
Leaf Name Directory No entry
Leaf Type Directory No entry guide
Tone 228

Type of action Enter Rep No.
Creation of leaf "Number sign menu" (1st leaf of Menu on tree for access No 8 (Rep. No.: 3470))
Attributes:

Leaf No. 14
Leaf Name Number sign menu
Leaf Type Menu for Auto att.
Tone 231
Time Out Action Overflow
Action 1 DTMF digit #

Leaf no. 15 (Purchasing-Sales-Other)
Creation of leaf "Purchasing-Sales-Other"

Attributes:
Leaf No. 15
Leaf Name Purchasing-Sales-Other
Leaf Type Menu for Auto att.
Tone 232
Listening time 90 (9 s)
Action after time-out Overflow

Leaf no. 16 (OA_code entry)

Type of action Routing to preprogrammed no.
Directory no. 3401

Leaf no. 13 (Enter directory no.)

Type of action None
Creation of leaf "Code entry guide"

Attributes:

Leaf No. 16
Leaf Name OA_code entry
Leaf Type Code entry guide
Tone 233
Listening Time 30 (3s)
Time Out Action Overflow
Type of action Code entry (4 digits here)
Directory no. -
Leaf no. 17 (OA_pilot call)
Note:
you cannot complete the "Directory No." and "Leaf No." fields at the same time.
Creation of leaf " Auto. choice menu "
Attributes:
Leaf No. 17
Leaf Name OA_pilot call
Leaf Type Auto. choice menu
Tone 0
Listening Time 0
Time Out Action
Type of action Routing to pilot
Directory no. 3420
Leaf no. 15 (results in return to Purchasing-Sales-Other if the

pilot is not accessible)
Note:
the "Tone" field, in the case of routing to a pilot, must be positioned at 0. This leaf does not present a guide to
avoid any redundancy with the pilot presentation guides.
3.7.5 Pre-off-hook guides management: leaf allocation

The "Pre-off-hook guides" management allows to:
• allocate leaf 2 to the DDI incitation guide 1 (here, only one incitation guide is defined),

• allocate leaf 1 to the presentation guide 1 (here, only one presentation guide is defined),
• send the presentation guide on free attendant set (stand by),
• send the presentation guide on busy attendant set.
Object name: Applications > Automated Attendant > Pre-Off-Hook Guide
In the "Night Pre-Off-Hooked Guides" caption define the attributes as following:
Attributes:
DDI incitation guide 1 2
DDI incitation guide 2 0
Presentation Guide 1 1
Release the same management for the "Day Pre-Off-Hooked Guides".

Manage the presentation guide authorized on free or busy attendant.
Attributes:
Send to Free Attendant True
Send to busy Attendant True
3.7.6 Menus on set management: leaf allocation

Object name: Applications > Automated attendant > Menus on set
Select status of the entity in Day or Night, then modify the following items in "Free called party" or
"Busy called party" (examples of leaf assignment are given):
Attributes:
Entity state (DAY/NIGHT) : View status of the installation (Day or Night).
Called Party Free
Combined rights 0 4 (Leaf no.)
Combined rights 0 0
Combined rights 1 0
Combined rights 2 0

Combined rights 3 0
Combined rights 4 0
Combined rights 5 0
Combined rights 6 0
Combined rights 7 0
Combined rights 8 0
Combined rights 9 0
Combined rights 10 0
Called Party Busy
Combined rights 0 4 (Leaf no.)
Combined rights 0 0
Combined rights 1 0
Combined rights 2 0
Combined rights 3 0
Combined rights 4 0
Combined rights 5 0
Combined rights 6 0
Combined rights 7 5
Combined rights 8 0
Combined rights 9 0

DEFINITION PRINCIPLE OF MENU ON SET
Caller rights (0 to 31) Call to set

case of BUSY set (example)
Called party rights (0 to 31)
Menu on set MANAGEMENT
Comparison of caller and called party rights = combined rights (0 to 15)
Rights 0 Rights 7 Rights 12 Rights 13 Rights 14 Rights 15
Leaf 4 Leaf 5 Leaf 6 Leaf 5 Leaf 6 Leaf 5
4 5 6 5 6 5
LEAVES
Figure 3.9: Definition principle of menu on set
Leaf allocation
Allocate the correct leaves as regards the combined rights.
The leaf must propose at most the choices corresponding to the combined rights of the caller/called
parties.
Be careful of automatic fall-back on a right which is inferior to the one calculated when a service
becomes inaccessible. Example of voice mail out of service, attendant unplugged (see Interactive
Voice Response (IVR) on page 53 ).
Example of management
In this example, the table described below is to be managed for the two states of the
installation: day (Day+FWD1+FWD2) and night.
In each of these two states, you must assign the leaves for the cases of free and busy set.

COMBINED Result of caller/called party rights Choice of leaf

RIGHTS
Automated Attendant Voice mail Wait
attendant
0 N N N N
1 N N N Y
2 N N Y N
3 N N Y Y
4 N Y N N
5 N Y N Y
6 N Y Y N
7 N Y Y Y
8 Y N N N
9 Y N N Y
10 Y N Y N
11 Y N Y Y
12 Y Y N N
13 Y Y N Y
14 Y Y Y N
15 Y Y Y Y
Legend:
N = after comparison, the fact that at least one of the two parties is not authorized this functionality
inhibits the functionality to the caller
Y = after comparison, the fact that the two parties are authorized this functionality authorizes the
functionality for the caller.
"-" corresponds to leaves to define not described in this example.

For an external call, the rights of the external caller are compared with those of the called party. For the
previous management example, the data are as follows:
• the "caller" rights concerning the calling party are: Wait, Voice mail, Attendant, Automated attendant.
• the "called party" rights assigned to called users depend on the services available.
It results that the combined rights are therefore different from one type of user to another.

Example:
it is combined right No.5 which will be used on call to sets with, in their calling/caller parties rights category, Wait
and Attendant access.
COMBINED Leaf type

RIGHTS
5 Leaf 7 will be broadcast on calls to sets without voice mail. If the voice mail is
halted, this leaf will be broadcast to sets that normally have leaf 5.
6 Leaf 6 will be broadcast on calls to sets with voice mail and attendant rights.
This leaf concerns sets not having rights to wait (case of totally busy or volun-
tary operation on the set or case of call to free sets)
7 Leaf 5 will be broadcast on calls to sets with wait, voice mail and attendant
rights.
Note:
For optimal operation, it is recommended to assign a leaf to all combined rights likely to be used by the system for
a given site. In the case of use of a right where no leaf has been assigned, the caller will not be able to take
advantage of voice greeting.
3.7.7 Automated attendant menu management: leaf allocation

To implement an automated attendant, the following must be defined:
• The automated attendant leaves (see Creating leaves for automated attendant (menus on tree) on
page 82 ) - forwarding from one leaf to another is a tree structure (leaf forwarding to another leaf,
etc.)
• The tree (see Tree creation on page 94 ) to define the 1st leaf, departure point for the tree
structure
• The access (see Access creation on page 95 ) to define:
• The automated attendant access directory number
• Which tree to use according to caller rights

Directory no.
ACCESS
Caller rights
Right 0 Right 1 Right 2 Right 31
Tree 1 Tree 2 Tree 3 Tree 8
TREES
Tree 1 Tree 2 Tree 3 Tree 8
1st leaf 1st leaf 1st leaf 1st leaf

= 10 = 11 = 14 = 12
LEAVES
10 11 14 12
11 12 15
12 16
Figure 3.10: Menus on tree (automated attendant) definition principle
3.7.7.1 Tree creation

1. Select Applications > Automated Attendant > Automated Attendant Tree
Tree No 1
Tree Name Max choice
First Leaf 10

Tree No 2
Tree Name Without access menu
First Leaf 11
Tree No. 3
Tree Name Specific choices
First Leaf 14
Tree No. 4
Tree Name ...
First Leaf ...
Tree No 8
Tree Name Maint - OA - DP direct choice
First Leaf 12
Note:
In the rest of this example, only tree number 1 will be taken into account.
3.7.7.2 Access creation

1. Select Applications > Automated Attendant > Automated Attendant Access
Directory no. 3406 3470
Access Id. 1 8
Night-Caller Rights
Category 0 2 (tree 2)
Category 2 ...
Category .... ...
Day-Caller Rights

Category 2 ...
Category ... ...
No entite 1
Calling number 3406:

• by night:
• Callers with right No 0, 1 ... 31 will be switched to tree 2,
• by day:
• Callers with rights No 0 will be switched to tree 1,
• Callers with rights No 1 will be switched to tree 2,
• ...
• Callers with rights No 31 will be switched to tree 8.
Entity No : used to assign an access to an entity. This allows acceptance of unanswered calls
(incident in the access call or leaf routing (route to Time-Out)) by the routing table of this entity
(switch back to attendant, automated attendant, etc.).
Complete in the same way as for the Night-Day callers rights categories for repertory no. 3470.
Remark:
when an automatic attendant directory number belongs to an entity routing table, it is strongly recommended,
for management coherency, to give the same entity number to the automatic attendant.
3.7.8 Rights COS management

3.7.8.1 Caller Rights COS
1. Select Applications > Automated Attendant > Caller Rights COS
Select the appropriate COS (0 to 31)
Wait 1 (= Yes)
Routing to Attendant 1
Voice Mail 1
Automated Attendant 1
Presentation Guide 1
DDI incitation Guide 1
Priority Waiting Queue On Attend. 1


Object name:
Attributes:
3.7.8.2 Called Party Rights COS

1. Select Applications > Automated Attendant > Called Party Rights COS
Wait 1 (= Yes)
Routing to Attendant 1
Voice Mail 1
Routing to Auto. Attendant 1
DDI incitation Guide 1
Menus on Set if Caller Known 1
Menus on Set if Caller Unkn. 1
Allocate the guide numbers defined in "PRE-OFF-HOOK GUIDE" management ( Pre-off-hook

guides management: leaf allocation on page 88 ).
DDI Incitation Guide 2

3.8 Model sheets

This chapter contains sheets that can be photocopied and filled in to prepare installation of the
integrated automated attendant in line with client requirements.
3.8.1 Automated attendant tones table (220 to 251)

Tone N° TEXT
220
221
222
223
224

Tone N° TEXT
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249

Tone N° TEXT
250
251
3.8.2 Common DATA

ENABLE / DISABLE
Automated Attendant Validation *
Immediate menu on multiline set
TONE (or voice guide)
On free set
On busy set
Inter-guide
KEY
(0 to 9, *, #, A, B, C, D, - (for all valid chars.), & (for not interpreted)
DTMF numbering (access condition)
Return (Return to previous guide)
TIMER (100 ms steps)
Silence (at end of guide for choice of key)
Wait tone
* Validates interactive voice response and automated attendant if the latter has been purchased.
3.8.3 Creation of leaves: "pre-off-hook guides"

LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION
Overflow Release Called party N°

LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION
LEAF N°:
Leaf name
Tone No
Listening time
TIME-OUT ACTION
LEAF N°:
Leaf name
Tone No
Listening time
TIME-OUT ACTION
3.8.4 Creation of leaves: "menus on set"

LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION
Overflow Release Automated attendant N°

Leaf name
ACTION ON KEYS
DTMF digit ACTION 1
None Wait Voice mail Attendant Automated attend-

ant N°
DTMF digit ACTION 2

ant N°
DTMF digit ACTION 3

ant N°
DTMF digit ACTION 4

ant N°
LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION
ACTION ON KEYS
DTMF digit ACTION 1

ant N°
DTMF digit ACTION 2

Leaf name

ant N°
DTMF digit ACTION 3

ant N°
DTMF digit ACTION 4

ant N°
LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION
ACTION ON KEYS
DTMF digit ACTION 1

ant N°
DTMF digit ACTION 2

ant N°
DTMF digit ACTION 3

ant N°
DTMF digit ACTION 4

Leaf name

ant N°
LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION
ACTION ON KEYS
DTMF digit ACTION 1

ant N°
DTMF digit ACTION 2

ant N°
DTMF digit ACTION 3

ant N°
DTMF digit ACTION 4

ant N°
3.8.5 Creation of the "unavailability guide"

LEAF N°:

Leaf name
Tone N°
Listening time
TIME-OUT ACTION
3.8.6 Creation of leaves: ''automated attendant menus”

LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION
Overflow Release Pre-programmed directo- Other leaf Playback

ry N°
ACTION ON KEYS
DTMF digit ACTION 1

ry N°
DTMF digit ACTION 2

ry N°
DTMF digit ACTION 3

ry N°
DTMF digit ACTION 4

ry N°

LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION

ry N°
ACTION ON KEYS
DTMF digit ACTION 1

ry N°
DTMF digit ACTION 2

ry N°
DTMF digit ACTION 3

ry N°
DTMF digit ACTION 4

ry N°
3.8.7 Creation of leaves: "automatic choice menu"

LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION

Leaf name
Overflow Release Pre-programmed directo- Other leaf Rouring to pi-

ry no. lot
LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION

ry no. lot
LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION

ry no. lot
LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION

ry no. lot
3.8.8 Creation of leaves: "directory number entry guide"

LEAF N°:

Leaf name
Tone N°
Listening time
TIME-OUT ACTION
Overflow Release Pre-programmed directo- Other leaf

ry N°
ACTION ON KEYS
DTMF digit ACTION 1
Overflow Dir. No. entry
LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION

ry N°
ACTION ON KEYS
DTMF digit ACTION 1
Overflow Dir. No. entry
3.8.9 Creation of leaves: "code entry guide"

LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION

Leaf name

ry N°
ACTION ON KEYS
DTMF digit ACTION 1
Overflow Code entry End code entry
LEAF N°:
Leaf name
Tone N°
Listening time
TIME-OUT ACTION

ry N°
ACTION ON KEYS
DTMF digit ACTION 1
Overflow Code entry End code entry
3.8.10 Pre-off-hook guides management

Installation status: night
DDI incitation guide 1
Presentation guide 1

Installation status: day (for the automated attendant day = day + fwd 1 + fwd 2)
Presentation guide authorized on free or busy attendant
Guide authorized on free attendant
Guide authorized on busy attendant
3.8.11 Menus on set management

Installation status: day (for the automated attendant, day = day + fwd 1 + fwd 2)

Combined Results of combined rights Leaf N°
rights CALLED PARTY CALLED PARTY

AUT.ATT ATT. VM WAIT
FREE BUSY
0 No No No No
1 No No No Yes
2 No No Yes No
3 No No Yes Yes
4 No Yes No No
5 No Yes No Yes
6 No Yes Yes No
7 No Yes Yes Yes
8 Yes No No No
9 Yes No No Yes
10 Yes No Yes No
11 Yes No Yes Yes
12 Yes Yes No No
13 Yes Yes No Yes
14 Yes Yes Yes No
15 Yes Yes Yes Yes

Combined Results of combined rights Leaf N°
rights CALLED PARTY CALLED PARTY

AUT.ATT ATT. VM WAIT
FREE BUSY
0 No No No No
1 No No No Yes
2 No No Yes No
3 No No Yes Yes
4 No Yes No No
5 No Yes No Yes
6 No Yes Yes No
7 No Yes Yes Yes
8 Yes No No No
9 Yes No No Yes
10 Yes No Yes No
11 Yes No Yes Yes
12 Yes Yes No No
13 Yes Yes No Yes
14 Yes Yes Yes No
15 Yes Yes Yes Yes
3.8.12 Automated attendant menus management

3.8.12.1 Create/modify trees
Tree N°1
Tree name
1st leaf
Tree N°2
Tree name
1st leaf
Tree N°3
Tree name
1st leaf
Tree N°4

Tree name
1st leaf
Tree N°5
Tree name
1st leaf
Tree N°6
Tree name
1st leaf
Tree N°7
Tree name
1st leaf
Tree N°8
Tree name
1st leaf
3.8.12.2 Automated attendant access

ACCESS N°1
DIRECTORY N°
ENTITY N°
DAY
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
NIGHT
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
ACCESS N°2
DIRECTORY N°
ENTITY N°
DAY
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
NIGHT
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
ACCESS N°3
DIRECTORY N°
ENTITY N°
DAY
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree

NIGHT
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
ACCESS N°4
DIRECTORY N°
ENTITY N°
DAY
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
NIGHT
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
ACCESS N°5
DIRECTORY N°
ENTITY N°
DAY
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree

Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
NIGHT
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
ACCESS N°6
DIRECTORY N°
ENTITY N°
DAY
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
NIGHT
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
ACCESS N°7
DIRECTORY N°
ENTITY N°

DAY
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
NIGHT
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
ACCESS N°8
DIRECTORY N°
ENTITY N°
DAY
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree
NIGHT
Rights 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Tree
Rights 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Tree

3.8.13 Caller and called party rights management

3.8.13.1 Caller rights categories management
Number of caller rights

0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
(0 to 15)
RIGHT enter 1 (Yes) or 0 (No) :
Wait
Routing to attendant
Voice mail
Automated attendant
Presentation guide
DDI incitation guide
Prio. Wait queue On Att.
Number of caller rights

16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
(16 to 31)
Wait
Voice mail
Automated attendant
Presentation guide

3.8.13.2 Called party rights categories management
Number of called party

0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
rights (0 to 5)
N° (Between 1 and 6)
Presentation guide
Wait
Voice mail
Automated attendant
Presentation guide
Number of called party

16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
rights (16 to 31)
Presentation guide
Wait
Voice mail
Automated attendant
Presentation guide

3.8.14 Public network categories management

Hold Overflow Overflow Overflow

Pub. Net. on on on on
Categor busy set free set waiting total busy
y
N
°
NDDI DDI ATL NDDI DDI ATL NDDI DDI ATL NDDI DDI ATL
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
Installation status: day, fwd 1, fwd 2

Hold Overflow Overflow Overflow

Pub. Net. on on on on
Categor busy set free set waiting total busy
y
N
°
NDDI DDI ATL NDDI DDI ATL NDDI DDI ATL NDDI DDI ATL
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
3.8.15 Sets management

CALLED PARTY RIGHTS CATEGORIES

Called party rights

User directory number Name
cat.
3.8.16 Attendant management

Called party rights

cat.

3.8.17 Stations groups management

Called party rights

cat.
3.8.18 Abbreviated numbers management

AUTOMATED ATTENDANT CALLER RIGHTS
Auto. Atten. caller

Index First name Name Call number Barring Ovfl id.
rights
3.8.19 Trunks groups management

CALLER RIGHTS CATEGORIES
Trk grp N° Type Automated attendant Caller cat. N°

3.9 Operation
3.9.1 General
This chapter details the possible paths for callers through the the application guides.
3.9.2 Calls arriving on set (IVR)

3.9.2.1 Call to a busy set
: Voice guide playback

External call to set 3411
order
2 : digit dialled
Leaf No 1
: Actual call
Directory no.
You are in
communication with
ALCATEL B.S.
Call set 3411

the set is busy
Leaf No 5
Your correspondent is temporarily

UNAVAILABLE. If you want to :
Wait for the time
defined in Keep Leave voice Access the
management waiting mail attendant
dial dial dial
*1 *2 *9
1 2 9
Routing to Call to general Overflow to the

Voice Service attendant routing no. of the set
entity
Figure 3.11:
Note:
leaf N°1 (presentation guide) is not broadcast if the call transits via an automated attendant.

3.9.2.2 Call to a free set
: Voice guide
playback order
External call to set 3411 2 Digital dialled
: Actual call
Leaf No 1 directory no.
You are in communication with

ALCATEL B.S.
Call from set 3411

which is not answering
Leaf No 6
Your correspondent is temporarily unavailable

If you want to :
Leave voice Access the

mail attendant
dial dial
*4 *9
4 9
Routing to voice Call to Overflow to

service general routing no.
attendant (9) of the set entity
Figure 3.12:
3.9.2.3 Call to a partially busy multiline set

Example of a multiline set with which a call number on two programmable keys is associated
("Multikeys" function).
While the set is partially busy with a first call, a second call arrives on the second key of this set. Two
actions are possible depending on whether the "Immediate Menu on Multi Set" attribute is validated
or not in management.

External call to multiline set 3409 : Voice guide

playback order
Leaf No 1 : Actual call

directory no.
You are in communication with
ALCATEL B.S. 1 : Digit dialled
Call to set 3409.

The set is busy with
a first call
Attribute =yes Attribute =no
Leaf No 5
(menu on busy set)
Your correspondant is temporarily Timer No.4
unavailable. If you want to :
Keep Leave Access the Leaf No 6
waiting voice mail attendant
dial dial dial (menu on free set)
*1 *2 *9
Your correspondant is temporarily
unavailable. If you want to :
1 2 9 Leave Access the
voice mail attendant
dial dial
Wait for time Call general *4 *9
defined in attendant
management
4 9
Routing to Overflow to Routing to Call general Overflow to

Voice Service routing no. attendant routing no.
voice server
of theset entity of the set entity
Figure 3.13:
After this second call, all the multiline set resources are used. If a third call arrives, the caller is
immediately directed to the "Menu on set" leaf corresponding to the busy set. In this case, you must
assign leaf 6 to combined right No.6 (not authorised wait).
Note:
at all times, the called party can take the call even if the caller is listening to a voice guide.

3.9.3 Calls arriving on the attendant (IVR)

: Voice guide
External call to attendant 3432 playback order
2 : Digit dialled
Leaf No 1
: Actual call
directory no.
You are in communication
with ALCATEL B.S.
Leaf No 2
You may also call

your correspondent
directly using the
DDI number
Wait on attendant 3432 (*)
Figure 3.14:
(*) : for the choice of queue, manage parameter "Queue prio. on att." in the caller rights category. In the
case of priority queue choice, guide 110 for Wait on attendant may also be broadcast.

3.9.4 Calls I/c on the automated attendant

3.9.4.1 Example with automated attendant repertory call number: 3406
Call automated attendant 3406

: Voice guide
playback order
Leaf No 10 : Voice guides
You are in communication T

: Message
with ALCATEL B.S.
for a guide,
dial* 2 : Digit dialled
Overflow to the routing

number of the
access entity
Leaf No 11
To access :
The Technical The Sales Another
department department department
dial dial dial
1 2 3
1 2 3
Overflow to the
routing no.
Call No 3400
of the access entity
Leaf No 13
Please dial the

number of the
destination set
Leaf No 12
To access :
The mainte- The Office The IT Overflow to the
Directory routing no.
nance depart- Automation department no. call
ment dial department dial of the access entity
1 dial 2 3
1 2 3
Call no. Call no. Overflow to the

Call no. routing no.
3411 3409 3435
Figure 3.15:

3.9.4.2 Example with automated attendant repertory call number: 3470
Call to automated attendant 3470 : Voice guide

playback order
Leaf No 14
: Voice guides
You are in communication
with "..." T
For a guide : Message
dial #
1 : Digit dialled
: Action after
# Time-out
Overflow to the
routing no.
Leaf No 15
To access :
The Technical The Sales Another
department department department
dial dial dial
1 2 3
1 2 3
Overflow to the
Leaf No 16 Call No. 3401 routing no.
Please enter
your code
Leaf No 13
Please enter the

Overflow to the number of the
routing no. destination set
Leaf No 17 of the access entity
Routing to pilot
Directory Overflow to the
no. call routing no.
Pilot accessible?
no
yes
Routing to pilot Return to leaf No.15

No 3420
Figure 3.16:
Note:
for the types of rerouting following pilot inaccessibility, see § "Actions on time-out" in Voice guide support : the leaf
on page 65 .
3.10 Accounting
3.10.1 General
This chapter details the accounting tickets generated for external calls handled by the Integrated
Automated Attendant (IAA), then forwarded to attendants, and finally forwarded to end-users.

The accounting tickets generated depend on the action of attendants when they forward external calls
on the end-users.
3.10.2 Accounting tickets generated after multiple call forwarding

Scenario 1: External call --> IAA --> Attendant --> User A (call answered)
In this scenario, an external incoming call is handled by the IAA which forwards the call to an attendant.
The attendant answers the call, then forwards the call to an end-user (for example: after 15 seconds).
The user A answers the call.
For the above call scenario, only one accounting ticket is generated for the complete call handling
(from the IAA to the end-user), while two accounting tickets are expected:
• A ticket for the call between IAA and attendant
• A ticket for the call between attendant and end-user
Resolution:
Only one ticket is generated because the attendant does not press the ring key before transferring the
call. There is no new call leg established between the attendant and end-user. After pressing the
transfer key, the call is established with external caller and end-user, and so only one ticket is
generated for this complete leg.
To have two accounting tickets generated (second ticket for local call between the attendant and end-
user), the attendant must dial the end-user directory number, press the ring key, and then transfer the
call.
This allows to establish a call leg between the attendant and end-user, and an accounting ticket is
generated.
Scenario 2: External call --> IAA --> Attendant --> User A (unanswered call)
In this scenario, an external incoming call is handled by the IAA which forwards the call to an attendant.
The attendant answers the call, then forwards the call to an end-user (for example: after 15 seconds).
The user A does not answer the call.
For the above call scenario, only one accounting ticket is generated for the complete call handling
(from the IAA to the end-user), and no information is provided on the unanswered call.
Resolution:
To have two accounting tickets generated (second ticket for local call between the attendant and end-
user), the attendant must dial the end-user directory number, press the ring key, and then transfer the
call.
For answered call, two tickets are generated with the following information:
1. Consultation call from attendant to end-user (CallType: LocalLocalCall, ChargedNumber:
attendant directory number)
2. External incoming call (CallType: PublicNetworkIncomingCall, ChargedNumber: end-user
directory number, CallingNumber: attendant directory number)
For unanswered call, two tickets are generated with the following information:
1. Consultation call from attendant to end-user (CallType: LocalLocalCall, ChargedNumber:
attendant directory number)
2. External incoming call (CallType: PublicNetworkIncomingCall, ChargedNumber: attendant
directory number, CallingNumber: attendant directory Number)
The CallingNumber field is completed with the number of the forwarded set or the set which has
transferred the call.

In the second ticket, the CallingNumber field is completed with the directory number of the attendant
who has transferred the call to the end-user. This confirms that the attendant has answered the
external call from the second ticket (CallType and CallingNumber).
Example:
External call --> IAA (71017) --> Attendant (71707) --> User A (71000) (call answered)
In this scenario, the following two tickets are generated after the attendant has pressed the ring key and
transferred the call to the user A.
3.11 Maintenance
3.11.1 Maintenance tool
If no guide is played despite seemingly correct management, proceed as follows:

• check using command "dspstat <ACT no.> <Coupler no.>" that the DTMF or DTMFX receivers
(depends on the PABX version) are available.
• create an "Unavailable guide" type leaf and assign it all combined rights. If, following this
management, no guide is played, search by elimination for the right taken into account.
The "tool iaa" command is used to check, via menus, what managemet has been carried out.
3.11.2 Automatic attendant statistics

Statistics allow to know the satisfaction rate of the callers, the use rate of the DTMF sets and the more
often called services.
It's important to consult statistics regularly in order to improve the automatic attendant.
For each leaf, the following counters are available:
Object name: Applications > Attendant Statistics
Attributes:
Nb. Of Connections to leaf : 0
Number of Valid Actions : 0
Number of Valid Action 1 : 0
Number Of Failed Actions : 0
Numb. Of Return To Prev. Leaf : 0
Numb. Of Overfl. on Guide End : 0
Numb. Of Valid acc. conditions : 0

Chapter
4 Alcatel-Lucent 4059 IP Attendant

Console
4.1 Overview
4.1.1 Overview
The Alcatel-Lucent 4059 IP also called SBC (Screen Based Console), is a Windows™ graphic
application which is used to activate all the functions of an attendant console on a compatible PC. This
application also provides the maximum level of comfort and user friendliness.
The Alcatel-Lucent 4059 IP can be set up in one of the two configurations:
• An IP configuration using the IP network, where the terminal is referred to as Alcatel-Lucent 4059 IP
and the attendant set is an Alcatel-Lucent 8 series set.
• A mixed IP configuration using the TDM and IP network, where the terminal is referred to as Alcatel-
Lucent 4059 IP and the attendant set is a Alcatel-Lucent 9 series set.
The Alcatel-Lucent IP Desktop Softphone can be used with the Alcatel-Lucent 4059 terminal, so that
the entire attendant application sits on the same PC platform.
ABC-A Protocol 4059 IP
IP Network IP Desktop
Softphone
Voice
OmniPCX Enterprise PC
USB Link
USB Telephonic Keyboard
Figure 4.1: Example of Alcatel-Lucent 4059 IP Used with IP Desktop Softphone (IP Configuration)
4.1.2 Reference to Other Modules or Documents

The Alcatel-Lucent 4059 attendant console is described in the following modules:
• Basic description (see: Basic description on page 133)
• Hardware installation (see: Hardware description on page 136)
• Software installation (see: Installation on page 136)
• Configuration procedure (see: Configuration procedure on page 144)
• Maintenance (see: Maintenance on page 161)
These modules are complemented by a user manual which describes the Alcatel-Lucent 4059
attendant console (see: Alcatel-Lucent 4059 Attendant Console - Introduction to the 4059 Attendant
console).

Chapter 4 Alcatel-Lucent 4059 IP Attendant Console
4.2 Basic description

4.2.1 Overview
The startup procedure provides multi-user access to the Alcatel-Lucent 4059 IP application. Users are
only required to configure and manage the display screen. Installation data management is common
for all users.
Due to the user-friendly multi-windowing feature, the PC used does not have to be exclusively
dedicated to the Alcatel-Lucent 4059 IP application. It can also run both standard applications, such as
word processing or spreadsheet programs, and PCX applications such as system management or the
infocenter. For an incoming call, an attendant working in another application can connect with the
Alcatel-Lucent 4059 IP application to handle the call.
The Alcatel-Lucent 4059 IP application is equipped with a specific keyboard delivered by ALE
International for enhanced use of the attendant workstation. This USB Telephonic keyboard, is a PC
type keyboard. This keyboard does not include a loudspeaker and audio features are provided by an
Alcatel-Lucent 8/9 series set or IP Desktop Softphone depending on if the configuration is IP or mixed
IP.
To supplement the features available on an attendant station, the Alcatel-Lucent 4059 IP offers
applications that extend the attendant's capabilities:
• Supervision of a list of items
• Use of system directories
The screen displays the following windows:
• Information (BLF, programmable keys, attendant console status, etc.)
• Call handling
• User input keys
All subscriber-related information is displayed on screen to allow the best possible service to be
offered.
The number of attendants resulting in modification of the display can be managed by configuring a
programmable threshold (1 to 20).
4.2.2 Long or Non–Latin Object Names Display in the Alcatel-Lucent 4059 IP

4.2.2.1 Purpose
The screen of the Alcatel-Lucent 4059 IP can display objects names in fonts other than Latin (Chinese,
Greek, Cyrillic, Japanese and Korean). Long objects names in Latin font can also be displayed with the
same configuration.
Display of long names or names in non-Latin fonts can apply to:
• Calling and caller names displayed in the call handling fields of the Alcatel-Lucent 4059 IP. These
also apply to entity, speed dialing and trunk group names
Example:

Caller and entity names using Chinese font
• User names displayed in redial and store directory of the Alcatel-Lucent 4059 IP
Example:
User names using Chinese font
Caution:
The Alcatel-Lucent 4059 IP cannot ensure all call information is displayed correctly in the related field,
especially for incoming calls. The information displayed can be incomplete or missing.
4.2.2.2 Operation Overview

On the OmniPCX Enterprise, object names, listed in the previous paragraph, are available in two
formats: Latin (or ISO-Latin 1) and UTF-8 (UCS Transformation Format - 8 bits). Typically, the Latin
format is used to refer to the standard display name and the UTF-8 format is used to provide object
names in fonts other than Latin (or long names in Latin font).
Characters entered for the UTF-8 attribute are automatically analyzed by the OmniPCX Enterprise and
associated to the corresponding font type (Chinese type, Korean type, etc.).
On the Alcatel-Lucent 4059 IP, an object name displayed on screen can be either the standard name or
the UTF-8 name. When a UTF-8 name exists for this object and the font used is compatible with the
Alcatel-Lucent 4059 IP display language, this UTF-8 name is displayed on the Alcatel-Lucent 4059 IP
screen. Otherwise, the standard name is used. Language compatibility configuration determines

whether an Alcatel-Lucent 4059 IP in a display language using one set of fonts (ex: Latin for English)
can display object names in another font (e.g. Greek or Chinese).
Example:
English attendants may not be familiar with Greek or Chinese fonts and would rather see Greek or Chinese user
name in Latin characters.
The compatibility rules between UTF-8 names associated to a font type and Alcatel-Lucent 4059 IP
display languages are defined in a specific table in OmniPCX Enterprise configuration (see:
Configuring Font/Language Compatibility Rules on page 147). The Alcatel-Lucent 4059 IP display
languages correspond to the display languages defined in the OmniPCX Enterprise (up to 8 languages
-L0 to L7- can be configured).
The table below gives an example of font types and displays language compatibilities. When the table
is configured for the first time, all display languages are compatible with all font types.
In columns: display languages defined in the OmniPCX Enterprise. Order and languages used
(English, Russian, etc.) are given as examples
In lines: font types offered by the OmniPCX Enterprise
L1 L2 L3
L0 L4 L5 L6 L7
(Russi- (Chi- (Japa-
(English) (Korean) (Greek) (French) (Spanish)
an) nese) nese)
Latin Yes Yes Yes Yes Yes Yes Yes Yes
Cyrillic No Yes No No No No No No
Chi-
No No Yes Yes No No No No
nese
Japa-
No No No Yes No No No No
nese
Korean No No No No Yes No No No
Greek No No No No No Yes No No
According to this table, an Alcatel-Lucent 4059 IP operating in Japanese can display Latin and Chinese
object names.
Caution:
• Some font types are never compatible with display languages defined in the OmniPCX Enterprise even
if their compatibility is set to yes in the table. Default rules are :
• Object names in Chinese, Japanese and Korean fonts cannot be displayed in the Alcatel-Lucent
4059 IP operating in Latin, Cyrillic or Greek language.
• Object names in Chinese font cannot be displayed in the Alcatel-Lucent 4059 IP operating in Korean
language.
• Object names in Korean font cannot be displayed in the Alcatel-Lucent 4059 IP operating in Chinese
or Japanese language.
• Object names in Japanese font cannot be displayed in the Alcatel-Lucent 4059 IP operating in
Chinese or Korean language.
In all these cases, object names are displayed in Latin font.

• The PC supporting the Alcatel-Lucent 4059 IP must be configured with the correct regional language to
display object names particularly in Asian fonts. This task is performed in the regional and language
options provided by the Windows operating system.
4.2.2.3 Limits
• Object names in Latin, Cyrillic and Greek fonts must not exceed 30 characters.
• Object names in Chinese, Japanese and Korean fonts must not exceed 20 characters. If the object
name concerns a trunk group, its name must not exceed 14 characters.
4.3 Hardware description

The hardware required is:
• A USB Telephonic keyboard (USB version 1)
The USB Keyboard estimated consumption is 200mA/5V which is less than the availability of a
standard USB port when configured in High-power mode. Every USB port (driver) should be able to
provide a current of 500mA/5V when configured in High-power mode.
Unfortunately some PCs have USB ports configured by default in Low-Power mode which only
allows to provide 100mA/5V.
In such cases, the solution is to either configure the PCs USB port in High-power mode (depending
on PC/Bios configuration) or add an USB HUB (between keyboard and PC) with external power
supply which provides High-power mode.
• An Alcatel-Lucent 8/9 series set or IP Desktop Softphone
• A PC meeting the requirements described in PC Configuration on page 136.
4.4 Installation
4.4.1 PC Configuration
Important:
An Alcatel-Lucent 4059 IP cannot be installed on the same machine as the 4980 software or any other
telephone application (except for the IP Desktop Softphone).
The following minimum hardware configuration is recommended in order to install the software:
Hardware 4059 IP
Processor Pentium 400 or equivalent (Windows XP Professional)

1 GHz 32-bit (x86) (Windows Vista Business or Windows 7)
Monitor VGA
Port USB
RAM 1 GB (Windows Vista Business or Window 7)

512 MB (Windows XP Professional)
Disk space 20 MB free space (Windows XP Professional)

40 GB with at least 15 GB free space (Windows Vista Busi-
ness or Window 7)

Hardware 4059 IP
CD-ROM drive Yes
Operating system Windows XP SP3 (minimum)

Windows 7 Professional Edition (32-bit Editions) (as of 4059
IP version 5.2.3)
IP version 5.3.0)
IP version 5.4.1)
IP version 5.4.1)
Windows 8.1 Professional Edition (32-bit Editions) (as of 4059
IP version 5.4.1)
Windows 8.1 Professional Edition (64-bit Editions) (as of 4059
IP version 5.4.1)
Windows 10 (as of 4059 IP version 5.5.x)
4.4.2 Devices Connection to the PC

The USB Telephonic keyboard must be plugged on the PC during driver installation (see: Installing
USB Telephonic Keyboard on page 137)
When your PC operates with Windows 8 or higher, you must use a USB telephonic keyboard
referenced: 3AK17154ABJD or higher.
4.4.3 Network connection

Before Alcatel-Lucent 4059 IP attendant console R5.4.2, only one Ethernet interface is supported.
As of Alcatel-Lucent 4059 IP attendant console R5.4.2, two Ethernet interfaces are supported. Wifi
connection is also supported. The wifi network must belong to the same network as the communication
server.
Caution:
Alcatel-Lucent 4059 IP cannot run if two IP addresses are configured on the same network interface card
of the PC.
4.4.4 Required CD-ROM Content

The following software is required on CD-ROM:
• The Alcatel-Lucent 4059 software (version 5.0.x minimum)
• The Alcatel-Lucent 4059 USB Telephonic Keyboard driver
Note:
The Alcatel-Lucent 4059 IP operates with OmniPCX Enterprise in R8.0 minimum.
4.4.5 Installing USB Telephonic Keyboard

To install the USB Telephonic keyboard:
1. Open a session:

• On Windows 7 or Windows 8.x: you must be the system Administrator or a member of the
Administrator group
• On Windows Vista: you must be the system Administrator
2. On the CD-ROM, navigate to:
• The /USBKBD64/Disk1/ directory if you operate with Windows 7 or older
• The /USBKBDSIGNED64/Disk1/ directory if you operate with Windows 8 or higher
3. Launch Setup.exe
Figure 4.2: USB Telephonic Keyboard InstallShield Wizard Window

4. Click Next>
The USB Telephonic keyboard installation window opens
5. Click Install
When finished, an information window opens requiring to reboot the computer
6. Select Yes, I want to restart my computer now, and click Finish to restart your computer and
complete the installation
After you have restarted the computer, the new driver is taken into account
7. Plug the USB Telephonic keyboard into the PC
The USB Telephonic keyboard is automatically detected.

Figure 4.3: New Hardware Detection Confirmation Window

8. Select Install the software automatically (Recommended) and clickNext>
Figure 4.4: New Hardware Detection Validation Window

9. Click Finish to complete the process
4.4.6 Installing the Alcatel-Lucent 4059 IP Software

You must configure the IP attendant before installing the Alcatel-Lucent 4059 IP software. Refer to:
Configuring the Attendant for the IP on page 145.
To install the Alcatel-Lucent 4059 IP Software:
1. Open a session:
• On Windows 7 or Windows 8: you must be the system Administrator or a member of the
Administrator group
• On Windows Vista: you must be the system Administrator

2. On the CD-ROM, navigate to the directory /4059/disk1/ then launch Setup.exe to perform the
installation
The installation language selection window opens
3. Select the language in which the application will be installed then click OK
The InstallShield Wizard window opens
4. Click Next> to continue the installation
The License Agreement window opens
5. Accept the license agreement and click Next
The Customer Information window opens
6. Enter user and company names and click Next
The Installation directory selection window opens
7. Select the installation repertory (by default, the repertory is: C:\Program Files\Alcatel
\Alcatel-Lucent 4059 Applications) then click Next>
Figure 4.5: Application Selection Window

8. Select the feature you want to install according to your configuration and click Next>
The Application Installation Window opens
9. Click Install
4.4.6.1 Supplementary Operation: Access Definition

Define the access to the application on the PC with the Setup tool for ABCA Applications:
• select Start/Programs/Alcatel-Lucent Oxe Applications/Alcatel-Lucent 4059
Config tool
At initial installation, the access definition window appears in front of the ABCA setup tool window

Figure 4.6: Access Definition Window for an Alcatel-Lucent 4059 IP

• In the Access name field, enter the access name
Default value : Primary Access
• In the Protocol field, use the drop-down list to select the IP protocol.
• Under the Parameters heading, complete the following fields according to your configuration:
• Mandatory parameters:
• In TFTP Address main field, enter the TFTP server IP address
• In Device number field, enter the physical directory number of the attendant
• Check the PC has NOE SoftPhone field if an IP Desktop Softphone delivered by ALE
International is used as associated set
• Optional parameters:
• In case of duplicated CPUs in two different networks (spatial redundancy), enter the second
CPU IP address in TFTP Address (Optional1) field
• In case of PCS configuration, enter the PCS IP address in TFTP Address (Optional2) field
• Click OK
Access parameters are displayed on the right hand-side of the ABCA setup tool window. If
necessary, the Access button allows to modify access parameters
4.4.7 Uninstalling the Alcatel-Lucent 4059 IP Software

In order to uninstall the Alcatel-Lucent 4059 IP Software, you need to uninstall the Alcatel-Lucent 4059
application and the configuration-specific keyboard drivers.
4.4.7.1 Uninstalling the Alcatel-Lucent 4059 Application

Caution:
In the IP or mixed IP configuration, the Alcatel-Lucent 4059 IP attendant must be in deactivated state
before starting the uninstallation of the software (refer to the document [36]). The associated set (Alcatel-
Lucent 8/9 series or IP Desktop Softphone) is available as a standard set.
1. Open a session: on Windows 7 or Windows Vista you must be the system Administrator or a
member of the Administrator group
2. Select Start/Programs/Control Panel/Add or Remove Programs/ Alcatel-Lucent
4059 Applications

3. Click Remove
4. Select Remove then click Next>

5. Reboot the PC
4.4.7.2 Uninstalling the USB Telephonic Keyboard Driver

Caution:
In the IP or mixed IP configuration, the Alcatel-Lucent 4059 IP attendant must be in deactivated state
before starting the uninstallation of the USB Telephonic Keyboard driver (refer to the document [36]). The
associated Alcatel-Lucent 8 series or Alcatel-Lucent 9 series set is available as a standard set.

To uninstall the USB Telephonic Keyboard driver:

1. Open a session: on Windows 7 or Windows Vista you must be the system Administrator or a
member of the Administrator group
2. Select Start/Programs/Control Panel/Add or Remove Programs/ Alcatel-Lucent
USB telephonic Keyboard
3. Click Remove
The USB Telephonic Keyboard – InstallShield Wizard window opens:
4. Select Remove, then click Next >

A confirmation window opens

5. Click Yes
A window opens requiring to reboot the computer
6. Select Yes, I want to restart my computer now, and click Finish
The USB Telephonic Keyboard driver uninstallation is complete
4.4.8 Opening an Alcatel-Lucent 4059 IP Session

Accessing Alcatel-Lucent 4059 IP session can be done:
• Via the corresponding icon available in the computer desktop
• Via the menu: Start/Programs/Alcatel-Lucent Oxe Applications/Alcatel 4059 IP
When a firewall is used, it is necessary to open the UDP ports used by the Alcatel-Lucent 4059 IP
software. To obtain the UDP port values:
1. Select IP>TSC/IP parameters
Parameter Select: UDP Port.
UDP Port This parameter indicates the UDP port value : X.

3. Confirm your entry.
Then the UDP port values used by the Alcatel-Lucent 4059 IP software are: X, X+4, X+8 and X+12.
And the UDP port value used for communications with PCX is X+128.
4.5 Configuration procedure

4.5.1 Overview
Alcatel-Lucent 4059 IP administration can be performed as follows:
• Alcatel-Lucent 4059 IP declaration: to put the Alcatel-Lucent 4059 IP into service. See: Configuring
the Attendant for the Alcatel-Lucent 4059 IP on page 145.
• Incoming Calls display configuration: to configure incoming call display on the Alcatel-Lucent
4059 IP screen: either in "list" mode (calls represented by a line detailing call information) or
"counter" mode (call represented by a vertical bar). See: Configuring Incoming Calls Display in the
Alcatel-Lucent 4059 IP on page 146
• Incoming VIP calls display configuration: to configure a different display and unique ringing tone
when a local VIP guest calls the Alcatel-Lucent 4059 Attendant. See Configuring Incoming VIP Calls
Display in the Alcatel-Lucent 4059 IP on page 146
Note:
The Alcatel-Lucent 4059 Attendant Console version must be 5.0 or higher.
• Long or Non-Latin Object Names Display configuration: to configure name display on the
Alcatel-Lucent 4059 IP screen, when these names are in fonts other than Latin (or long names in
Latin font). See: Configuring Long or Non-Latin Object Names Display in the Alcatel-Lucent 4059 IP
on page 147
• Languages configuration: two language selections are maintained on an installation Alcatel-
Lucent 4059 IP: a main language and a secondary language. This action allows to assign a
secondary language to the main language if the main language is not fully available. The strings of
the secondary language will replace any non-available strings of the main language. See:
Configuring Languages on page 150

• Programmable keys configuration: see: Configuring Programmable Keys on page 150

• External directories configuration: to configure accesses to external directories that can be used
for the "Dial by name" telephone feature. These directories are of LDAP and ODBC type. See:
Configuring External Directories on page 151
• Unregistration at logoff: to configure the system behavior at attendant logoff. See: Unregistration
at logoff on page 161
4.5.2 Configuring the Attendant for the Alcatel-Lucent 4059 IP

Create the attendant set before configuring the attendant (refer to module create a user set to
configure the Alcatel-Lucent 8 series or Alcatel-Lucent 9 series associated set).
To configure an Alcatel-Lucent 4059 IP attendant:
Physical Directory No. Enter the physical directory number of the Alca-
tel-Lucent 4059 IP attendant
Attendant ID Enter the attendant reference number
Attendant Group ID Enter the number of the attendant group to

which the Alcatel-Lucent 4059 IP attendant is at-
tached. (-1 no attendant group)
Shelf Address 255
Board Address 255
Equipment Address 255
Set Type Select: 4059 IP
Entity Number Enter the entity number assigned to the Alcatel-

Lucent 4059 IP attendant
The Create: Attendant set table opens.
4. Enter the following attribute:
Associated phone set Enter the phone set number associated to the
Alcatel-Lucent 4059 IP attendant
Once the IP attendant configuration is complete, you can install the Alcatel-Lucent 4059 IP application
software on the PC (refer to: Installing the IP Software).
Notes:
• The PC and associated phone set must be integrated and declared in the same IP network.
• The Alcatel-Lucent 4059 IP application and its associated phone set must belong to the same IP domain.
• If the MAC address or the IP address of the IP attendant changes, you must delete the old IP attendant and
create a new one.

• An MCDU can only be associated with one Alcatel-Lucent 4059 IP application. In the case you want to use an
MCDU that is already used in another Alcatel-Lucent 4059 IP application, you must delete the existing Alcatel-
Lucent 4059 IP attendant before creating the new one with this MCDU.
4.5.2.1 Modifying the Alcatel-Lucent 4059 IP Attendant

If the Alcatel-Lucent 4059 IP attendant is plugged-in:
• It is forbidden to modify the associated set.
• It is forbidden to modify the Terminal Ethernet Address.
4.5.2.2 Viewing the Associated Alcatel-Lucent 8 series/Alcatel-Lucent 9 series Set

You can view the physical directory number of the Alcatel-Lucent 4059 IP attendant in the data of the
associated Alcatel-Lucent 8 series/Alcatel-Lucent 9 series set. You cannot modify it.
4.5.3 Configuring Incoming Calls Display in the Alcatel-Lucent 4059 IP

Display of incoming calls in the application ("counter" or "list" mode) depends on the attendant
threshold that can be configured for each attendant group.
1. Select Attendant > Attendants Groups
Physical Directory No. Displays the directory number of the selected attendant
group
No display Threshold on 4059 list Enter threshold value, must be between 1 and 20 (6 by de-
fault)
4.5.4 Configuring Incoming VIP Calls Display in the Alcatel-Lucent 4059 IP

You can configure the system so that local, incoming calls from a VIP guest display in a different color
on the Alcatel-Lucent 4059 Console screen, and have a unique ringing tone by varying the melody,
volume, and cadence. The feature is configured with two attributes: you enable the feature with the VIP
Feature attribute, and define the type of display and ringing tone with the VIP Feature Type attribute.
Note:
To use this feature, the VIP attribute in the Hotel Application must be set to True. See Hotel/Hospital - Common
Features Configuration.
To configure the VIP call display and ringing tone:
1. Select Attendant > Attendant Sets

2. Review/Modify the following attributes:
VIP Feature Select Yes to enable the feature.
VIP Feature Type Select one of the following values to change the
call display and ringing tone:
• Individual Display: changes the display, but
does not change the ringing tone (default
value)
• Unique Melody: changes the display and
the ringing tone to have a unique melody
• Loud Ring: changes the display and
increases the ringing tone volume
• Compact Cadence: changes the display and
the ringing tone to have a compact rhythm
• Unique Melody and Loud Ring: changes
the display and the ringing tone to have a
unique melody and increased volume
• All: changes the display and the ringing tone
to have a unique melody, increased volume,
and a compact rhythm
4.5.5 Configuring Long or Non-Latin Object Names Display in the Alcatel-Lucent

4059 IP
This consists in:
1. Defining compatibility rules between long or non-Latin object names (associated to a font type) and
Alcatel-Lucent 4059 IP display languages
2. Declaring the long or non-Latin object names in the corresponding object UTF-8 attributes (for user,
trunk group, entity and speed dialing number). For each object name declaration, only the attributes
relevant to this configuration are described
4.5.5.1 Configuring Font/Language Compatibility Rules

1. Select Attendant > Language type compatibility (4059)
Set type Displays 4059
Language type Select a font used for long or non-Latin object names
among:
• Latin
• Cyrillic
• Chinese
• Japanese
• Korean
• Greek
• All
3. Confirm font type selection

New parameters are displayed as follows:
Display language 0 Displays the first language available in the OmniPCX Enter-
prise, corresponding to an Alcatel-Lucent 4059 IP display
language
Compatibility Select Yes to make this display language compatible with

the font selected above (Language type attribute)
Display language X Proceed in the same manner to configure compatibility rules

between other display languages and the font selected
Compatibility
above (Language type attribute)
4.5.5.2 Configuring Long or Non Latin Object Names

4.5.5.2.1 Configuring Long or Non Latin User Names
1. Select Users
Directory Name Enter the user name in Latin characters
Directory First Name Enter the user first name in Latin characters
UTF8 Directory Name Enter the user name in an other font than Latin (or the long
Latin name)
Important:
No font other than Latin can be entered via the mgr tool. Other
fonts must be entered via the OmniVista 8770 application.
UTF8 Directory First Name Enter the user first name in an other font than Latin, or the
long Latin first name
Important:

4.5.5.2.2 Configuring Long or Non Latin Trunk Group Names
1. Select Trunk Groups
Trunk Group Name Enter the trunk group name in Latin characters
UTF-8 Trunk Group Name Enter the trunk group name in an other font than Latin (or
the long Latin first name)
Important:

4.5.5.2.3 Configuring Long or Non Latin Entity Names
1. Select Entities

Name Enter the entity name in Latin characters
UTF-8 Name Enter the entity name in an other font than Latin, or Latin
long first name
Important:

4.5.5.2.4 Configuring Long or Non Latin Direct Speed Dialing Names
1. Select Speed Dialing > Direct Speed Dialing Numbers > Direct SpdDL No. Pref.
Directory name Enter a directory name in Latin characters to identify the

speed dialing number
Directory First Name Enter a directory first name in Latin characters to identify the
UTF-8 Directory Name Enter the speed dialing name in an other font than Latin (or
the long Latin name)
Important:
UTF8 Directory First Name Enter the speed dialing first name in an other font than Latin
(or the long Latin first name)
Important:

4.5.5.2.5 Configuring Long or Non Latin Speed Dialing Names by Range
To configure long or non latin speed dialing numbers by range, see: Speed Dialing - Configuration
procedure. The speed dialing numbers declaration which applies to the UTF-8 attributes configuration
is presented below.
1. Select Speed Dialing > Spd Dl Numbers by Range > Speed Dialing Number.
Directory name Enter a directory name in Latin characters to identify the

Directory First Name Enter a directory first name in Latin characters to identify the

UTF-8 Directory Name Enter the speed dialing name in an other font than Latin (or
the long Latin name)
Important:
UTF8 Directory First Name Enter the speed dialing first name in an other font than Latin
(or the long Latin first name)
Important:
4.5.6 Configuring Languages

1. Click Start/Programs/Alcatel 4400 Applications/Setup tool for ABCA Applications.
2. Click Language configuration.
The following screen is displayed:
3. Click on a secondary language, which appears in the same kind of list in the next panel. Validate by
clicking OK.
In this case, do not check the box for Do Not try to translate the missing strings. When this box
is checked, you cannot call for a secondary language.
4.5.7 Configuring Programmable Keys

See Configuration procedure on page 26.
Creating a common hold key modifies (in the application) the incoming calls window.

As of R11.0, when a common hold key exists, calls on hold are displayed in a separated window and
current calls can be transferred to any call put on hold.
4.5.8 Configuring External Directories

To be able to use these directories from the Alcatel-Lucent 4059 IP application, the site manager must
configure access to them.
To perform this operation, familiarity with the following is required:
• The Windows™ environment.
• ODBC and LDAP operating principles.
• The "Dial by name" telephone feature. For more information, refer to the Console user manual.
Note:
LDAP (Lightweight Directory Access Protocol) is a client-server protocol that offers access to directory services via
the network and/or the Internet.
ODBC (Open Database Connectivity) is a format defined by Microsoft allowing a user to access a database
running in Windows. This database can be a telephone directory for the Alcatel-Lucent 4059 IP application.
Caution:
In the Alcatel-Lucent 4059 IP application, the attendant also has a personal directory allowing up to 3000
users to be recorded. This directory is saved under ALCABC32\store.dat. Remember to make a backup
copy of this file if the Alcatel-Lucent 4059 IP application is to be uninstalled as, otherwise, it will be
deleted.
4.5.8.1 Accessing the Directory Configuration Menus

From the main screen of the Alcatel-Lucent 4059 IP application, select the Options menu, then
Directory as follows:

Click Directory configuration... the following window is displayed:
This dialog box is used to program the directory configuration parameters:

• Add/Delete LDAP directory...: to add, modify or delete an LDAP type directory.
• Add/Delete ODBC directory...: to add, modify or delete one or more ODBC type directories.
• Search configuration: to modify existing LDAP and/or ODBC directory parameters.

4.5.8.2 Configuring the LDAP Directory

4.5.8.2.1 Adding
Click the Add/Delete LDAP directory... tab in the main window to configure access to a LDAP type
directory. The following window is displayed:
To connect to an LDAP directory, proceed as follows:

1. Enter the name that identifies the LDAP directory. This name will be seen in the menus for
directories when using "Dial by name".
2. Enter the IP address or name of the LDAP server.
3. Click the box if the connection to the LDAP server requires access rights (name and password).
3
4. Enter the name and the password used for connection to the LDAP server (only if the box is
enabled).
5. Enter the port number of the connection to the LDAP server (389 by default).
6. Enter data allowing a more precise search in the requested directory. This is a string of characters,
as shown below:
Example:
o=ALE International corresponds to the following syntax: o (organization) = company.
7. Confirm by clicking OK.
Once this last operation is complete, the application checks the parameters entered and the availability
of the server requested. If the configuration is accepted, the main screen is displayed again. Otherwise,
repeat the procedure described above, while checking that the server used is available.

Note:
Once the directory management operations have been performed, you must go into the search configuration menu
described in Other LDAP and OBCD Directory Management Operations on page 158 at least once.
4.5.8.2.2 Modifying
Click the Add/Delete LDAP directory... tab in the main window. The LDAP directory configuration
window is displayed with the settings for the existing LDAP directory.
Modify the required fields, then confirm by clicking OK.
4.5.8.2.3 Deleting
Click the Add/Delete LDAP directory... tab in the main window. The LDAP directory configuration
window is displayed with the settings for the existing LDAP directory.
Delete the connection to the LDAP directory via the Delete... button.
4.5.8.2.4 Restriction Regarding Canonical Numbering from OmniVista 4760
4.5.8.2.4.1 Problem
Up to this day, there is a restriction regarding the interaction between an Alcatel-Lucent 4059 attendant
and OmniVista 4760 server when a "canonical" number is dialed from the OmniVista 4760 into Alcatel-
Lucent 4059. If the OmniVista 4760 is managed in Alcatel-Lucent 4059, users are able to get user
information from OmniVista 4760 (name, phone number, etc.) and to dial from OmniVista 4760 into
Alcatel-Lucent 4059. Users may input external numbers (ISDN field, for example), and numbers that
are not in a format compliant with Alcatel-Lucent 4059, such as:
• +33155667000
• +33 (1) 55667000
• +33 (1) 5566-7000
4.5.8.2.4.2 Cause
The problem of dialing "canonical" numbers from OmniVista 4760 into the Alcatel-Lucent 4059 is that in
this operation, these numbers do not follow the numbering rules of OmniVista 4760. The Alcatel-Lucent
4059 receives the numbers in their original format (+33 (1)...), which cannot be dialed into the Alcatel-
Lucent 4059.
4.5.8.2.4.3 Solution
In order for these external numbers to be dialed by the Alcatel-Lucent 4059, they must be in an
OmniPCX Enterprise format, meaning they should have the external prefix plus the format according to
the "numbering discriminator" set in the OmniPCX Enterprise.
Example:
0 = Trunk Group seizure prefix
=> +33 (1) 55667000 should be: 0 0155667000 or 0 00 33155667000, depending on the numbering discriminator
set in the OmniPCX Enterprise.
If not, Wrong Number is displayed on the Alcatel-Lucent 4059 screen.
4.5.8.3 Configuring ODBC Directories

4.5.8.3.1 Adding
Click the Add/Delete ODBC directory... tab in the main configuration window. The following window is
displayed:

Note:
There is no directory present the first time it is opened.
Click the Add button to open a new window. Click the Data Source tab, then the New... button.
The following window is displayed:
Click the System data source box to allow any Alcatel-Lucent 4059 IP application user on the machine
to use this database.
Then click Next>. In the following window, choose the access driver for the corresponding database
(e.g., Microsoft Excel Driver for an Excel database). Confirm your selection by clicking Next>.
The window displayed allows the previously entered data to be viewed. Click End.
Enter the name to be assigned to the database (the name used to access the database), then select
the database (an Excel or Access etc. file).
Example:
If the database is of Excel type

1. Enter the name to be assigned to the database (e.g., telephone directory).

2. Click Select Workbook... to open a search window to
• Select the source file for the required directory.
• Confirm the data entered by clicking OK.
3. Return to the previous window. Confirm by clicking OK.
Note:
These steps and those that follow differ according to the type of database requested (here, Excel). In all other
cases, follow the instructions.
The following window displays the database created.
Example:
Select the database (here, telephone directory) and click OK. The following window is displayed:

1. Select one of the sheets (1 to 3) in the source file that is to be used as directory.
2. Enter the name identifying this directory. This name will be seen in the menus for directories when
using "Dial by name".
3. Confirm by clicking OK.
A new window opens:
Example:
This window is used to match the column titles of the selected sheet (accessed by a drop-down menu
1
in ) and the three standard fields (name, first name and directory number) that are essential for
2
"Dial by name" calls (in ).
Once the fields have been associated, click OK. The directory created can be accessed from the
Alcatel-Lucent 4059 IP application.
Note:
Once the directory management operations have been performed, configure the search configuration displayed:
Other LDAP and OBCD Directory Management Operations on page 158.

4.5.8.3.2 Modifying
1. If the modification concerns directory name:
Click the Add/Delete ODBC directory... tab. The following window is displayed:
Example:
Click on the directory name and then modify it. Confirm changes with Enter.
2. If the modification concerns the basic data (new source file):
Follow the same principles as for the "add" procedure until the "Select the data source" window is
displayed. When this opens, select the database to be modified, then continue as for the "Add"
procedure.
4.5.8.3.3 Deleting
Click the Add/Delete ODBC directory... tab. The following window is displayed:
Example:
Select the directory to be deleted, then confirm by pressing the Delete button.
4.5.8.4 Other LDAP and OBCD Directory Management Operations

Note:
When "Dial by name" is used, the attendant can access additional information on the selected party by clicking on
the corresponding icon (see the user manual). Opening and layout of this window depend on the management
performed previously by the site manager on the directory of the requested subscriber. This management is
described here.
Click the Search Configuration tab (see: Accessing the Directory Configuration Menus on page 151).
If any directories are present, the following window is displayed:

Example:
Select the appropriate directory, then click OK.

Note:
if the directory has already been modified, a window is displayed, asking whether the modifications to be made
must apply to all users or to the current user only. Answer the question, then click OK.
The next window opens:

The right area shows the standard configuration with the fields: name, first name and directory number.
These are the fields that the attendant sees displayed in the additional information window when she
requests additional information on a subscriber (when using the "Dial by Name" feature).
The left area displays fields that are still available.
To insert a new field in the right area:
1. Click the required field in the left area.
2. Click the button. The field switches to the right area and is preceded by the text field icon.
3. Modify the type of field added if it does not contain text. To do this, select the corresponding field
icon (directory number or E-mail). If the field icon has not been assigned correctly, the attendant will
not be able to use it when using "Dial by name".
To delete a field in the right area, proceed as follows:
1. Click the field.
2. Click the button. The field switches to the left area.
Before confirming changes, the installer can configure the order of the fields with the and
buttons. Fields appear in this order in the additional information window.
Confirm modifications by clicking OK.
Note:
If the directory is LDAP type and if the PC has the OmniVista 8770 application installed, an additional parameter is
displayed with the request "Use the OmniVista 8770 to display additional information". If this parameter is enabled,
the attendant will have to use the OmniVista 8770 application (via the PC's internet browser) to view additional
information on the requested subscriber.
4.5.9 Removing the Alcatel-Lucent 4059 IP Attendant

To remove the Alcatel-Lucent 4059 IP attendant:
1. Deactivate the Alcatel-Lucent 4059 IP attendant. The associated set is now available as a standard
set. To deactivate the Alcatel-Lucent 4059 IP attendant refer to: Alcatel-Lucent 4059 Attendant
Console - Introduction to the 4059 Attendant console - The Call Window.
2. Remove the IP attendant (The Alcatel-Lucent 8/9 series set or IP Desktop Softphone is no longer
associated with the Alcatel-Lucent 4059 IP attendant in its data, the "4059 Directory Number" field is
erased by MAO).
4.5.10 Modifying or Removing the Alcatel-Lucent 8/9 series or IP Desktop Softphone

Associated Set
When modifying the associated set, take care to follow the restrictions for the Alcatel-Lucent 4059 IP
attendant (refer to: Alcatel-Lucent 4059 Attendant Console - Introduction to the 4059 Attendant
consoleAttendant Set Characteristics in IP or Mixed IP Configurations)
To remove an associated set:
1. Deactivate the Alcatel-Lucent 4059 IP attendant. The associated set is now available as a standard
set. To deactivate the Alcatel-Lucent 4059 IP attendant refer to: Alcatel-Lucent 4059 Attendant
Console - Introduction to the 4059 Attendant console - The Call Window.
2. Dissociate the associated set from the Alcatel-Lucent 4059 IP attendant configuration. Refer to:
Configuring the Attendant for the Alcatel-Lucent 4059 IP on page 145.
3. Remove the associated set.

4.5.11 Unregistration at logoff

As of Alcatel-Lucent 4059 IP attendant console R5.4.2, at attendant logoff, it is possible to clear the
association between the MAC address and the set number of the attendant.
This feature is useful when you want move the Alcatel-Lucent 4059 IP attendant console from a PC to
another. This feature is also useful for Alcatel-Lucent 4059 IP attendant console supporting multiple
NIC and wifi.
1. Select System > Other System Parameter > Attendant Parameters
System Option Select: 4059: PC unregistered at logoff
4059: PC unregistered at logoff Select:

• False: at attendant logoff, the association between MAC
addresses and attendant numbers is kept. So logon, with
an attendant number, is only possible from the same PC
unless management action.
• True: at attendant logoff, the association between MAC
addresses and attendant numbers is cleared. So logon,
with an attendant number, is possible from any other PC.
4.6 Maintenance
4.6.1 zdpost Command
Information:
The zdpost command is used to display the data relating to users declared in the OmniPCX
Enterprise. This data includes the non-Latin name (or long name) defined for the user and the
associated font type.
In the case of 4059 IP attendant, the command displays:
• the QMCDU of the associated set for the 4059 IP attendant
• the QMCDU of the 4059 IP attendant for the 8 or 9 Series set
Syntax:
zdpost d <directory number> or n <equipment number>
Example:
(1)omnipcx80> zdpost d 13001
neqt=446; numan [1..8] = 13001 nomannu[length=15] = poste 1
poste 1
UTF8_DisplayNameType = 0 UTF8_DisplayName[length=15] = poste
1 poste 1
..........
UTF8_DisplayName[length=15] indicates the first name and the name entered for this user
directory number.
UTF8_DisplayNameType indicates the font type used.

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Alcatel-Lucent OmniPCX Enterprise

Release 12 - April 2017

8AL91004USAG - Ed. 01 - April 2017 - Attendant Services 3/161

2.4.15 Enabling automatic sign-off............................................................................................................42

8AL91004USAG - Ed. 01 - April 2017 - Attendant Services 4/161

3.3.2 Principles adopted.............................................................................................................................. 60

8AL91004USAG - Ed. 01 - April 2017 - Attendant Services 5/161

3.8.1 Automated attendant tones table (220 to 251)..................................................................... 97

8AL91004USAG - Ed. 01 - April 2017 - Attendant Services 6/161

8AL91004USAG - Ed. 01 - April 2017 - Attendant Services 7/161

4.6.1 zdpost Command..............................................................................................................................161

8AL91004USAG - Ed. 01 - April 2017 - Attendant Services 8/161

table 1.1: OmniPCX Enterprise Documentation

Documentation title Part number

[1] System Services 8AL91000xxyy

[2] Management Tools 8AL91002xxyy

[3] User Services 8AL91003xxyy

[4] Attendant Services 8AL91004xxyy

[5] Public Networks 8AL91005xxyy

[6] Private Networks 8AL91006xxyy

[7] IP-PCX Networks 8AL91007xxyy

8AL91004USAG - Ed. 01 - April 2017 - Attendant Services 9/161

Documentation title Part number

[8] Voice Mail 8AL91008xxyy

[9] Mobility 8AL91009xxyy

[10] General Applications 8AL91010xxyy

[11] Hotel/Hospital 8AL91016xxyy

[13] Maintenance 8AL91011xxyy

[14] Security 8AL91012xxyy

[15] PWT 8AL91019xxyy

8AL91004USAG - Ed. 01 - April 2017 - Attendant Services 10/161

Documentation title Part number

[16] Crystal Hardware System Boards 8AL91020xxyy

[17] Crystal Hardware Interface Boards 8AL91021xxyy

[18] Common Hardware Boards 8AL91022xxyy

[19] Cables 8AL91023xxyy

[20] Dedicated sets 8AL91024xxyy

[21] TA and TSC Adapters 8AL91025xxyy

[22] Complementary Equipment 8AL91026xxyy

8AL91004USAG - Ed. 01 - April 2017 - Attendant Services 11/161

Documentation title Part number

[23] Common Hardware Installation Manual 8AL91027xxyy

[24] Crystal Hardware Installation Manual 8AL91028xxyy

[25] Appliance Server Installation Manual 8AL91029xxyy

[26] Blade Center Installation Manual 8AL91030xxyy

[27] PCX on Standard Racks Installation Manual 8AL91031xxyy

[28] Software Installation Manual 8AL91032xxyy

[29] ALEDS 8AL90508xxyy

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Documentation title Part number

[30] Customer Management via mgr 3EU19871xxyy

[31] Customer Management via 8770 8AL90615xxyy

[32] Alcatel-Lucent 4645 - Administrator Manual 3EU19873xxyy

[33] Internal Accounting - Administrator Manual 3EU19833xxyy

[36] Alcatel-Lucent 4059 IP Attendant Console 3EU19877xxyy

[37] Alcatel-Lucent IP Touch 4068 Attendant Set 8AL90607xxyy

[38] Alcatel-Lucent 4645 VMS - User Manual 3EU19583xxyy

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[39] Hotel - Hospital - User Manual 3EU19837xxyy

[40] Dongle IP / Raspberry for OpenTouch Suite 8AL90617xxyy

[41] NFC Extended OXE Mobility Administration Manual 8AL90614xxyy

[42] NFC Extended OXE Mobility User Manual 8AL90613xxyy