213 VFGR - Attendant Console Groups


Interrelationships	Parameter Descriptions
Functions of the AMO	Error Messages and Advisories

This AMO unites the day attendant consoles created with the AMO ACSU (attendant console configuration) in attendant console groups (ATNDGR). Each day attendant console must be assigned to an ATNDGR. All attendant consoles (max. 64) can be assigned to an ATNDGR.

Before an ATNDGR can operate, at least one exchange access code or internal access code must be defined for that ATNDGR, using the AMO VFGKZ (administration of attendant group access codes).

Each attendant group can be assigned up to 8 night options (parameter NOPT1..8). These must have been previously assigned with AMO NAVAR with the night option numbers 1 to 128. One night option for each ATNDGR must be defined (at an attendant console of the ATNDGR concerned) as the one to represent the ATNDGR when the night service is activated.

The feature "Centralized Attendant Services" offers the option of temporarily transferring all attendant functions of one ATNDGR to another ATNDGR. This ATNDGR then becomes a centralized ATND services group (CASGR). The CASGR may belong to the same PABX as the ATNDGR which it represents (CASINT option), or may belong to another PABX within an integrated network (CASEXT option). The CASGR is defined as a night option with the AMO NAVAR, and automatically takes on its additional functions each time that night option is activated.
For the user, there is no difference between a CASGR night option and the other night options. However, care must be taken to ensure that at least one other night option is assigned to each ATNDGR, and that an ATNDGR may not be its own night option.
Only an existing internal CASGR can be assigned to an ATNDGR with the aid of a night option.

The ATNDs are automatically activated when added to an ATNDGR, and automatically deactivated when deleted from that group.

If a call to the attendant is forwarded using CASMCF and if the external AC group is also in CASMCF mode, a signal from the system where the call originated controls whether the call will be forwarded to the destination specified in the external AC group or to the destination in the local NOPT list.

Each ATNDGR has one call queuer, which, according to the mode of operation (daytime operation or night operation), distributes each internal call and each exchange call to one of the day ATNDs of the ATNDGR, or to one of the devices of the corresponding night option, as well as queuing the calls at the appropriate device. In addition, any calls which cannot terminate normally to a station are intercepted by one of the ATNDGRs following a predefined allocation procedure, i.e. on busy, on unassigned etc. (parameter ITDEST).

The assignment of the calls to the answer keys and the priority of the calls can be freely configured using the AMO VFGR.
The priority with which the calls are answered is set in two stages: each call type and each incoming trunk group is assigned a priority number (1 - 48). The incoming trunk priority can be overwritten, if needed, for multiple DID AC codes usage, by means of reroute internal to dummy trunk groups (still populated with trunk channels but not necessary in READY state- boards and cables not needed). The priority numbers are combined into priority levels and assigned to an answer key. The calls can be configured into eight priority levels in each case for each answer key. The priority numbers of the calls that are to be given the highest priority must be assigned to the relevant answer key with priority level 1.

The call queuer can be operated in two modes. These are set with parameter QUEMODE when the ATNDGR is set up:

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Double queue (QUEMODE=DQ):
The calls can be assigned to two answering keys - Line 1 and Line 2.
The overall size of the call queuer (CQMAX), the number of first attendant calls per attendant console (CQMAXF), and the maximum number of calls waiting in the call queuer (WC) can be set for each ATNDGR.

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Multiple queue (QUEMODE=MQ):
The calls can be assigned to twelve answering keys - queues SQ01 to SQ12.
The overall size of the call queuer (CQMAX) can be set for each ATNDGR. Setting of the number of first attendant calls per attendant console (CQMAXF) and maximum number of calls waiting in the call queuer (WC) does not apply. Entries for these parameters are ignored. The operator is notified of this with an advisory message.
An ATNDGR with a multiple queue can only be assigned type ACWIN (AMO-ACSU:ACTYPE=ACWIN) attendant consoles.

When an ATNDGR is set up, the call queuer’s priority control is configured with default values. Modifications must be performed subsequently using the CHANGE action.

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Priority control default values in the double queue mode:


CALL TYPE	PRIORITY NUMBER
EMERGENCY_CALL	3
HOTLINE_CALL	3
LOCAL_FIRST_CALL	2
LOCAL_RECALL	2
LOCAL_PRIO_CALL	4
CO_RECALL	5
CO_SERIAL_CALL	5
CO_IN_CONSULTATION	5
CO_ON_HOOK_IN_CONSULTATION	5
TIE_RECALL	2
TIE_SERIAL_CALL	2
TIE_IN_CONSULTATION	2
TIE_ON_HOOK_IN_CONSULTATION	2
OVFL_LOCAL_FIRST_CALL	2
OVFL_LOCAL_PRIO_CALL	2
OVFL_CO_FIRST_CALL	5
OVFL_TIE_FIRST_CALL	2


PRIORITY NUMBER	ANSWER KEY	PRIORITY LEVEL
1	L2	3
2	L1	3
3	L1	1
4	L1	2
5	L2	2
6 - 8	L1	8
9	L2	3 *)
10	L1	3 *)
11 - 48	L1	8

*) for calls for CAS from systems with a software status older than Hicom 300E-V3.0

•

Priority control default values in the multiple queue mode:


CALL TYPE	PRIORITY NUMBER
EMERGENCY_CALL	36
HOTLINE_CALL	36
LOCAL_FIRST_CALL	46
LOCAL_RECALL	42
LOCAL_PRIO_CALL	45
CO_RECALL	40
CO_SERIAL_CALL	40
CO_IN_CONSULTATION	43
CO_ON_HOOK_IN_CONSULTATION	43
TIE_RECALL	41
TIE_SERIAL_CALL	41
TIE_IN_CONSULTATION	44
TIE_ON_HOOK_IN_CONSULTATION	44
OVFL_LOCAL_FIRST_CALL	39
OVFL_LOCAL_PRIO_CALL	38
OVFL_CO_FIRST_CALL	37
OVFL_TIE_FIRST_CALL	38
PERSONAL	48
ATND_LOOP_TRANSFER	47


PRIORITY NUMBER	ANSWER KEY	PRIORITY LEVEL
1	SQ01	3	CO calls
2	SQ02	3	Tie calls
3 - 8	SQ12	8
9	SQ01	3	*)
10	SQ02	3	*)
11 - 35	SQ12	8
36	SQ07	1
37	SQ07	3
38	SQ07	5
39	SQ07	7
40	SQ08	3
41	SQ08	5
42	SQ08	7
43	SQ09	3
44	SQ09	5
45	SQ10	3
46	SQ10	5
47	SQ11	3
48	SQ11	8

*) for calls for CAS from systems with a software status older than Hicom 300E-V3.0

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