E- mail Forwarding enables the sending of e-mails with system messages from the UC Suite to the administrator and e-mails with attached voicemail of fax
10 Functions at the Telephone
10.3 Functions During the Call
The communication system offers several functions during calls, e.g., holding, redirecting and transferring calls.
Related Topics
10.3.1 Placing a Call on Hold
Placing a call on hold causes the call to be held in a waiting state. During this period, the caller usually hears an announcement or music on hold.
The hold ends when the held call is retrieved (i.e., resumed).
The following types of holds are possible:
• Common hold:
Any station user with the appropriately configured trunk or call key can retrieve the call by pressing the trunk key.
• Exclusive hold: (only for Team or Top function and at the Attendant Console) Only the initiating party can retrieve the call.
Placing a Call on Hold and Automatic Recall
A parked call results in an automatic recall when the "Time for parking + change to hold" timer expires.
System-Specific Information
"Time for parking + change to hold" timer: 180 seconds by default
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10.3.2 Parking
Parking a call causes that call to be placed in a waiting state. During this period, the caller usually hears an announcement or music on hold. A parked call can be retrieved from any telephone.
As a subscriber, you assign a park slot (0-9) for a call to be parked. If the park slot you select is already occupied, a negative confirmation tone sounds and the number does not appear on the screen. You can then select another park slot. To retrieve a parked call, you must specify its park slot.
A parked call can be retrieved (unparked) via a code or a correspondingly programmed key and can also be retrieved if another call is waiting at the same time.
Functions at the Telephone Functions During the Call
Parking and Automatic Recall
A parked call results in an automatic recall when the "Time for parking + change to hold" timer expires.
Parking and Call Forwarding
In the case of a recall, a parked call does not follow call forwarding.
Parking and DISA
Parking cannot be enabled via DISA.
Parking and Conference Calls You cannot park a conference call.
Parking and Networking
A parked call can only be retrieved in the same node. An incoming call over a network can only be parked at the destination node.
Parking and Do Not Disturb
A station with DND enabled can place a call in a park slot; however, if a recall occurs from the parked call, and no other destination was defined in the call management, the call will be automatically disconnected after the recall timer expires.
System-Specific Information
"Time for parking + change to hold" timer: 160 seconds by default
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10.3.3 Consultation
In the case of a consultation hold, a subscriber initiates a second call from the same phone or accepts a waiting call. In the meantime, the first call is placed on hold.
A consultation hold is terminated on:
• retrieving the held call or
• Disconnect
This results in either:
– a transfer of the held call or
– an immediate automatic recall from the party on hold to the party that has just hung up
Consultation Call using the Direct Station Select (DSS) Key
Pressing a Direct Station Select (DSS) key during a call initiates a consultation call to the corresponding destination.
Functions at the Telephone Functions During the Call
Connecting two External Parties
During an external call, a consultation call to another external destination followed by a transfer connects the two external parties. This may involve call charges.
Related Topics
10.3.4 Toggle/Connect
The Toggle/Connect feature enables a subscriber to switch between two calls.
When the subscriber is talking to one party, the other party is placed on hold.
The subscriber can toggle between the two calls by pressing the appropriate trunk key.
Toggle/Connect and Placing a Call on Hold
The Toggle function is not available to an on-hold subscriber.
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10.3.5 Transfer
A transfer enables a subscriber to transfer his or her call to another destination.
As soon as a subscriber initiates a transfer, the waiting party is placed on hold for the time being.
The following types of transfers are possible:
• Blind transfer (also called an unscreened transfer):
You can transfer the call without an answer from the subscriber at the destination of the transfer. If the station at the transfer destination is busy, the call is camped on (i.e., call waiting is signaled). If a third party now tries to transfer a call to this busy station or if call waiting rejection has been turned on at the transfer destination, an immediate recall occurs. If the subscriber at the transfer destination does not accept the transferred call within a specified time period ("Dial time during transfer before answer" timer), an automatic recall occurs. A blind transfer (also called an unscreened transfer) to an agent in another Multimedia Contact Center queue is not possible.
• Consultation transfer:
You can transfer the call only if the subscriber at the destination of the transfer answers. The transfer is completed by hanging up the handset.
Transfer with Call Forwarding
Any call forwarding set at the transfer destination will be followed, i.e., the call will be forwarded accordingly. The display shows the final destination of the transfer.
Transfer with Do Not Disturb
Transferring a call to a station at which Do Not Disturb is enabled results in an immediate recall to the transferring station even if the transferring station itself also has Do Not Disturb enabled.
Functions at the Telephone Functions During the Call
System-Specific Information
"Dial time during transfer before answer" timer: 45 seconds by default Up to 5 calls can be transferred simultaneously to a busy station.
Related Topics
10.3.6 Automatic Recall
An automatic recall is received by the originator of a call if his or her call was placed on hold or parked for too long or if an attempt to transfer that call was unsuccessful.
An automatic recall occurs in the following cases:
• A held or parked call is not picked up again within a specific time period ("Time for parking + change to hold" timer).
• In the case of unscreened transfers, under the following circumstances:
– The call is not answered before a certain time period expires ("Dial time during transfer before answer" timer)
– The destination does not exist
– The destination is busy with a second call – The digital phone at the destination is defective – The transfer type is not allowed
If the originator (i.e., initiating party) is busy during the recall, the automatic recall will camp on the line. As soon as the originator is free again, the automatic recall is signaled. Either the caller's phone number or that of the destination can be shown on the display or the originator. If the recalled party does not answer the call before the "Intercept time for automatic recall" timer expires, an intercept to the intercept position occurs (if the "On unanswered recall" flag is set). If the intercept position does not answer the recall before the "Time for activation of automatic recall at attendant console" timer expires, the recall is automatically disconnected.
Automatic Recall and Call Pickup
Every station in a call pickup group with the initiating party (originator) can pick up an automatic recall if the system-wide flag "Call Pickup after Automatic Recall" is set.
Automatic Recall and Do Not Disturb
An automatic recall ignores the Do Not Disturb setting.
System-Specific Information
"Intercept time for automatic recall" timer: 30 seconds by default
"Time for activation of automatic recall at attendant console" timer: 60 seconds by default
Related Topics
Functions at the Telephone Functions During the Call
10.3.7 Call Monitoring (Selected Countries Only)
Call monitoring allows authorized subscribers to listen in on a call conducted by any internal subscriber. The microphone of the party listening in is automatically muted. The participants in the monitored call are not advised of the monitoring operation by any signal such as a tone or display.
This feature can only be activated in the following countries: Argentina, Australia, Belgium, Brazil, France, United Kingdom, Hong Kong, India, Ireland, Malaysia, Netherlands, Portugal, Singapore, Spain, South Africa, Thailand, United States.
Authorized subscribers need a system phone and the Override class of service.
The subscriber you want to monitor must be actively conducting a call. When you start and end call monitoring, you may encounter a lapse of up to two seconds of the conversation. The monitored connection is released as soon as one of the stations in the connection is put on hold, transferred or the call is ended. The monitored connection can only be resumed when the station to be monitored is again engaged in a call.
Dependencies
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10.3.8 Discreet Call (Whisper)
The Discreet Call (Whisper) feature enables a subscriber (e.g., at station C) to monitor a simple existing connection between two other stations (e.g., A and B) and to pass on information to station A that without being heard by station B. This feature is typically used in Contact Centers and Executive/Secretary systems.
The feature must be configured in E Manager.
INFO: Although there is no connection between station B and station C, user B may be able to hear the muffled tones of what user C is saying because of feedback on station A.
Destination terminals for the Whisper feature (station A) can only be system telephones with displays. Stations A and C must be in the same node.
Topic Dependency
Cordless phones You cannot use call monitoring at cordless telephones because they do not support automatic microphone muting.
Conferencing Call monitoring restricts the number of possible conferences.
Maximum number of conferences possible in the system = maximum number of simultaneous call monitoring stations.
Functions at the Telephone Functions During the Call
In the idle/ready state, station C activates this feature by dialing a code. The telephone features a partially programmed key (only the code is programmed on the key, the station number must be suffix-dialed). A new menu item will be incorporated into the Service menu; the Idle/Call menu remains unchanged.
The option for activating the feature is linked to a user-specific class of service. A second class of service can be used to protect station A from a discreet call (whisper/off hook announcement).
The feature is disabled if this is initiated by the activating station C or by the impact of some other call-related feature.
INFO: If neither of the participants in the original call is a TDM station, the switching network is not involved at the time of activation, and changeover is impossible without briefly interrupting the existing connection.
If the Whisper/Off Hook Announcement feature is active, and station A or station B initiates another call-related feature, the Whisper feature will be deactivated.
The table below provides further information on interaction with particular features:
Related Topics
Feature Station A Station B Station C
Possible Action Possible Action Possible Action
--Functions at the Telephone Controlling Availability