BusinessPhone – ACD Agent

## BEA System Overview

BusinessPhone Extension Assistant makes BusinessPhone extension configuration quick and simple enough for any Windows user to handle. Functions such as Individual Abbreviated Numbers, diversion settings and assigning Function keys can all be carried out from easy-to-follow screen-based windows and menus.

Using BusinessPhone Extension Assistant, users can adapt key system parameters to suit their own particular operational needs.

### BusinessPhone Communication Platform

The BusinessPhone 250, BusinessPhone 128i and BusinessPhone 50 digital telephone systems are the core elements of the BusinessPhone office communications solution. BusinessPhone 250 caters for organizations requiring between 20 and 200 extensions at a single location; BusinessPhone 50 offers a cost effective solution for organizations needing between 8 and 64 extensions. All system hardware and software in the BusinessPhone solution is modular. This makes it adaptable to a wide range of capacity and functional requirements, and provides the capability for further system expansion and feature enhancement at any time.

Through various combinations of hardware and software modules, the core BusinessPhone system may be configured as:

- a key system, with no central operator
- an operator-assisted PBX
- a multi PBX, which can serve several separate companies or divisions
- an Automatic Call Distribution (ACD) system
- a Hotel system

Networking packages also allow BusinessPhone systems to be integrated into digital corporate networks serving multiple locations.

The BusinessPhone core system has a range of built-in functions that enhance call handling performance and contribute to overall efficiency and information management within any organization. These include ISDN and IP connectivity to the desktop, six-way Conferencing, Text and Voice Messaging, telephone directory, call diversion features and user friendly telephones with programmable Function keys and text display screens. A wide range of optional features can be added to the core system to create solutions adapted to more specific business needs, for example:

- Integrated Cordless extensions for complete on-site mobility
- a Call Centre solution with Automatic Call Distribution (ACD) and Management Information System (MIS) for companies whose business depends on telephone service
- an advanced Voice Messaging system for Automated Attendant, External Access and other Voice Prompting and Messaging applications
- Computer Telephony Integration (CTI) packages that link personal computers and networks to the phone system to enhance productivity and information sharing
- Networking options that enable BusinessPhone systems to become an integral part of digital private voice and data networks
- a specialized Hospitality solution for applications such as hotels, conference centres, and hospitals with up to 300 extensions.

### BusinessPhone telephones

The BusinessPhone range of products comprises digital system telephones, operator consoles and special Ericsson analog and IP telephones in the BusinessPhone range.

#### Dialog 4220 Lite

The Dialog 4220 Lite is an entry level digital phone including Function keys with LED indicators, 4 Dual-Function keys for user programming, Messaging functions, and Abbreviated Number Dialling, a built-in loudspeaker, and volume control.

#### Dialog 4222 Office

The Dialog 4222 Office includes Function keys with LED indicators, 4 Dual-Function keys for user programming and Abbreviated Number Dialling, an integrated Headset function/connector, a built-in Handsfree function and a 40-character LCD screen. Two Line keys, with Free On 2nd access, help to ensure that no important calls are missed. You can connect one optional key panel to the Dialog 4222 Office.

#### Dialog 4223 Professional

The Dialog 4223 Professional offers 10 Dual-Functions keys with LED indicators, of which 4 are user programmable for extension functions such as Diversion or Bypassing of Diversion. The 120-character adjustable LCD screen displays Caller ID, Call Status and Messaging information and, together with the Menu keys, guides the user through the system functions. The phone may also be used to program some of the system configurations, such as PBX or key system configurations, and comes with built-in Handsfree function. Up to 4 additional key panels, each with 17 programmable keys, can be attached to the phone.

#### Dialog 4224 Operator

The Dialog 4224 offers 3 Dual-Function keys and 13 permanent Function keys with LED indicators. The 200-character LCD screen displays Caller ID, Call Status and Messaging information and, together with the Menu keys, guides the user through the system functions. The phone may also be used to program some of the system configurations, such as PBX or key system configurations and comes with built-in Handsfree function. Up to 4 additional key panels, each with 17 programmable keys, can be attached to the phone.

#### Dialog 3210 Basic

The Dialog 3210 Basic is an entry level digital phone including eight Function keys with LED indicators, a built-in loudspeaker, volume control, Abbreviated Number Dialling and Messaging functions.

#### Dialog 3211 Economyplus

The Dialog 3211 Economyplus includes 15 Function keys (12 with LED indicators), four Dual-function keys for user programming and Abbreviated Number Dialling, and a built-in Handsfree function. Two Line keys, with Free On 2nd access, help to ensure that no important calls are missed.

#### Dialog 3212 Standard

The Dialog 3212 Standard includes all the functions of the Economyplus phone with the addition of a 40-character LCD screen for Call Status monitoring, Caller Identification and Messaging information.

#### Dialog 3213 Executive

The Dialog 3213 Executive offers 25 Functions keys (22 with LED indicators), of which 14 are user programmable for extension functions such as Diversion or Bypassing of Diversion. The 120-character adjustable LCD screen displays Caller ID, Call Status and Messaging information and, together with the Menu keys, guides the user through the system functions. The phone may also be used to program some of the system configurations, such as PBX or key system configurations, and comes with built-in Handsfree function. Up to 4 additional key panels, each with 17 programmable keys, can be attached to the phone to provide a total of up to 82 Dual-Function keys.

#### Dialog 3214 Operator

The Dialog 3214 Operator offers 3 permanent Functions keys and 15 permanent Function keys with LED indicators. The 200-character adjustable LCD screen displays Caller ID, Call Status and Messaging information and, together with the Menu keys, guides the user through the system functions. The phone may also be used to program some of the system configurations, such as PBX or key system configurations and comes with built-in Handsfree function. Up to 4 additional key panels, each with 17 programmable keys, can be attached to the phone to provide a total of up to 71 Dual-Function keys.

### System Features

This section comprises short descriptions of the features that can be managed by BusinessPhone Extension Assistant.

#### Directory number

A directory number is a number that is assigned to an extension or trunk line position or to a facility or group function within BusinessPhone. The number may be any number between 1 and 4 digits that does not cause a number conflict. A number conflict occurs when it is not possible to differentiate between two numbers as they are dialled.

For example, if the number 203 is assigned then all 4 digit numbers that begin with 203 would be in conflict (2030-2039).

#### Telephone directory

The telephone directory comprises text entries that can be associated with a directory number. An internal directory handles extension and other system numbers and an external directory handles Common Abbreviated Numbers. Each entry can be up to max. 35 characters and can be divided into fields by inserting a blank character between the information for each field. The directory can be used to search for entries from a telephone and printed as required. Directory information is shown on a telephone in truncated form, displays for 20 characters show the first 12 directory characters, displays for 40 characters show the first 20 directory characters.

#### Individual Abbreviated Numbers

An Individual Abbreviated Number is a number that is programmed by a user for use at an individual extension. The number is normally a commonly used number that is not included in the system's Common Abbreviated Numbers.

For users with Dialog 4220 Lite, Dialog 4222 Office, Dialog 4223 Professional/Dialog 3123 Executive telephones or Dialog 4224 Operator/Dialog 3214 Operator Consoles Individual Abbreviated Numbers are accessed via the secondary function of a programmable key or via the keypad. For users of Analog telephones, Dialog 3210 Basic, Dialog 3211 Economyplus & 3212 Standard telephones, and IP telephones Dialog 4425/Dialog 3413, the Individual Abbreviated Numbers are accessed via the keypad.

Individual Abbreviated Numbers are normally set up via the telephone, however also the BusinessPhone Extension Assistant can be used to set up Individual Abbreviated Numbers.

#### Tandem configuration

A Tandem configuration comprises two telephones working as a single unit. The most usual a Tandem configuration consists of a wired desk phone and a Cordless phone.

One of the telephones is designated as the primary telephone and the other as the secondary telephone. Each telephone has its own number but when the Tandem mode is operative both telephones are accessed via the primary number and the secondary number is inoperative.

It is possible to have the telephones permanently in the Tandem mode or to have a secondary phone that can be logged on and off from the Tandem mode.

When the primary/secondary telephones are operating in Tandem mode, incoming calls will treat both telephones as a single unit. It is, however, possible to use both telephones separately for outgoing calls, even when they are in Tandem mode.

#### Message system

BusinessPhone Message system enables a user to send short messages to the extensions of other users and also provides a level of control and acknowledgement of messages.

Messages may comprise a simple indication requesting callback, short text messages input via the telephone keypad or voice messages. The type of telephone at the extension determines the types of messages and control that is possible.

##### Basic features

The following features form the basis of the Message system:

- Call Me message
  Call Me messages are indicated by a lamp on digital telephones. A Message key enables the user to connect to the sender directly.
- Text messages
  Text messages entered at the keypad can be sent from and to telephones with a display. A Message Waiting lamp indicates the presence of a message.
- Voice messages
  Voice messages recorded at the telephone can be sent from Dialog 4223 Professional / Dialog 3213 Executive and Dialog 4224 Operator / Dialog 3214 Operator telephones to all types of telephones. A new message is indicated by a Message lamp or by a special tone that can be heard when the handset is lifted.

##### Additional features

The following additional features are only available at Dialog 4223 Professional / Dialog 3213 Executive and Dialog 4224 Operator / Dialog 3214 telephones:

- Serial messages
  Serial messages are messages that are sent to more than one extension. The message remains active and is not erased until all recipients have read or listened to the message.
- Message system control
  The system always allows extension users to check their own messages but also includes the possibility for authorized persons to check other messages and the storage of specified messages even after deletion by the recipients. These functions are valuable in service organizations where persons managing messages can be required to use a password for security.
- Automatic return of messages
  The system enables you to define that a message which has been stored for a specified time without being read or listened to is to be sent back to the sender provided that the sender has a telephone with a display.

##### Common Mailbox system

The Common Mailbox system comprises 16 Mailboxes each with their own directory numbers. Messages can be left in a Common Mailbox when an extension is diverted to the directory number of one of the Common Mailboxes. Messages left in a Common Mailbox can be retrieved from any extension that has access to Common Mailboxes. Common Mailboxes may also be accessed from an external telephone by using a procedure to call the Mailbox directory number and a security Password.

##### Individual Mailbox system

The BusinessPhone Individual Mailbox system enables each extension to be assigned to an Individual Mailbox. Incoming calls to an extension can be diverted to the extension’s Individual Mailbox, where the caller will be prompted to leave a message. Where applicable, the Message lamp on the telephone will indicate the presence of a message. Messages can be retrieved either by use of the Message key of the telephone associated with a Mailbox or by calling the Individual Mailbox system and relevant extension. Where security is required access to the system can be secured by use of a Password.

#### Hot line

Hot line is a feature that enables you to set up an extension so that a call is made automatically to a pre-defined number when the telephone handset is lifted or when a user presses the telephone ON/OFF key. A Hot line extension can be set up to act immediately or with a programmed delay. If a delay is incorporated, the user can override the Hot line by dialling another number during the delay time.

#### Automatic Callback

Automatic Callback is a feature that enables a caller to request a Callback from an extension that is either busy or does not answer a call. The Callback will occur when the current call is ended if the extension was busy, or after the next call is made (lifting the receiver is sufficient) from the extension if the initial call was not answered.

#### Pick-up a trunk on hold

This feature enables a user to pick-up a trunk on hold by either the use of a programmed key and by dialling the trunk line number.

#### Diversions

The BusinessPhone Diversion system can manage communications in a way that satisfies the needs of both the caller and the called party. The system provides service to callers through diversion possibilities and at the same time enables employees to maintain a necessary level of control over their availability at times when disturbances need to be avoided.

BusinessPhone Diversions include the following features:

- Fixed Diversion options
- Individual Diversion
- Follow-me
- Diversions when Cordless is not Available
- Diverted Extension (Bypass Call Forwarding)

##### Fixed Diversion options

The Fixed Diversion options are based on a single pre-defined answering position for an extension and either an unconditional diversion or a diversion based on conditions.

The use of a single answering position simplifies the business management of diversions whilst the conditional diversion possibilities ensure that good service can be offered to all the parties involved. The answering position can be any of the following types of directory numbers.

- Automated Attendant
- Common Abbreviated Number
- Extension
- Common Mailbox
- Fictive Number
- Group Number
- Voice
- Operator

The factors controlling Fixed Diversions are summarized as follows

- Diversions may be either unconditional (Direct Diversion) or conditional
- Both unconditional and conditional Diversions can be set separately for internal/external calls.
- Conditional Diversions can be set with reference to the following conditions:

- Called extension is busy
- Called extension does not answer

##### Individual Diversion

Individual Diversion enables a user to divert calls to their extension to another directory number of their choice. The Individual Diversion procedure is normally carried out from the user’s extension and to any directory number including external numbers that are accessed via Common Abbreviated Numbers. In addition to the normal setup procedure, BusinessPhone Configuration Manager can be used to setup Individual Diversion for extensions.

##### Follow-me

Follow-me allows the user to receive calls to his or her extension from any telephone within the company.

If an extension user sets up Follow-me to the own directory number, it is possible to utilize Follow-me to move the telephone from any answering position.

##### Diversions when Cordless is not Available

When using a Cordless telephones the Cordless may temporarily be inaccessible due to being out of range or low battery conditions. In such cases BusinessPhone offers specific diversion facilities with separate diversion alternatives for internal and external calls.

##### Diverted Extension (Bypass Call Forwarding)

In certain cases it may be necessary for calls to be connected to an extension even if calls to the extension are to be diverted. BusinessPhone provides the possibility for specific extensions to Bypass Call Forwarding so as to contact the required extension. The assignment of Bypass authority is managed via class of service settings and should be used with caution.

#### Voice announcements

Apart from Voice Mail and Paging the BusinessPhone Voice System also includes the possibility to provide voice announcements.

Voice announcements are announcements that are made to incoming external calls when the call is routed to either the trunk answering position or the trunk re-routing position.

Different announcements can be given depending on whether the position is busy or not and with respect to day/night operation.

When an announcement is made for a non busy position it is possible to interrupt the announcement and take the call immediately.

#### Transfer

Transfer is a feature that enables a user to transfer a call to another extension. The user who initiates a Transfer does not necessarily need to wait to see if the new called party answers before activating Transfer. Where Camp-on is allowed a call may be transferred to a busy extension.

Where calls are transferred before reply and the new party does not answer, the call will be returned to the extension that initiated the transfer.

#### Conference

BusinessPhone Conference is a function that enables up to 6 parties to be connected with each other. The system can handle multiple Conferences with a maximum of 63 parties in conferences simultaneously. Conference connections can be made both via internal and external lines.

#### Common Hold

The Common Hold function enables you to put a call on hold at your extension and pick-up the call at any other extension within a period of one minute. Before Common Hold can be used, the BusinessPhone Common Hold key code must be set up. To pick-up a call that is on Common Hold, you dial the extension that put the call on hold and then press a pre-defined numeric key. This gives you the possibility to move freely and at the same time maintain your communications and also provides the possibility for others to pick-up calls that you have placed on Common Hold where this is necessary.

#### Malicious Call Identification

Malicious Call Identification enables a user to request identification of malicious calls. To be able to use this feature, there must exist an arrangement with the network operator and the user must have the authority to utilize the service.

#### Fax extension

A Fax extension is an extension that is programmed specifically to handle incoming faxes.

A fax is connected via an analog extension.

#### To put on hold

Ongoing calls may be temporarily put on hold for later retrieval or pick-up from another extension (Common or Individual Hold).

#### Private trunk line

A private trunk line is a trunk line that can only be utilized by a specified extension. Incoming traffic on the trunk calls the specified extension directly, either as individual answering position or via an external Line key. After the line is connected, the incoming call can be transferred freely to another party as required.

#### Group Features

Within BusinessPhone it is possible to set up groups of subscribers to handle certain kinds of business tasks. This type of operation provides an effective use of resources when callers need access to a function rather than an individual.

##### Call Pick-up – Group

A Call Pick-up group is a group of extensions with individual numbers. The group members, however, have a Pick-up code which they use to answer a call that is ringing at any other group members extension.

With this type of group a call will be answered by the individual member of the group that was called if this is possible. Otherwise any other member of the group can pick-up and handle the call.

##### Call Pick-up – Common

A Common Call Pick-up group comprises a group of extensions with a single group number and a programmed Pick-up key at each extension. An incoming call to the group rings at all the group's free extensions and any group member can pick-up the call via its Pick-up key.

##### Loudspeaker Paging

BusinessPhone can manage 8 Loudspeaker Paging groups. A Loudspeaker Paging group comprises a group of extensions that are equipped with loudspeaker telephones. A Paging signal and message can be sent to the group from any extension that has a Paging key corresponding to the group. Any member of the group can then answer the call from any telephone that has a Paging key corresponding to the group.

An extension can be a member of more than one Paging group but must have an individual Paging key for each group of which the extension is a member.

#### Information system

The BusinessPhone Information system provides a caller with information with respect to the called extension without the need for a diversion. Normally, this information will take the form of Absence Information when a user is not available and may be set up by either the extension user or another authorized person such as an operator or a secretary. The system is able to manage three different kinds of information, such as:

- Pre-defined information comprising, the reason for absence and expected time of return.
- Freely recorded Voice information and standard voice data and time information.
- Free Text information entered via an executive or operator's telephone.

All three types of information can be made available to internal callers, and, if required, voice information can be provided to external callers. Individual access authority is required to be able to utilize the three information methods and manage information for other users.

Pre-defined information is set by selecting a number referring to programmed information as follows:

1 |  |  | Time of Return, Back (Time) |
2 |  | Date of Return, Back (Date) |
3 |  | Lunch, Back (Time) |
4 |  | Meeting, Back (Time) |
5 |  | Vacation, Back (Date) |
6 |  | Illness, Back (Date) |
7 |  | Back (Time) |

Voice information is recorded at the telephone without the need for additional equipment and free text information is entered via the telephone keypad.

#### Calling Number Secrecy

The Secrecy feature prevents the presentation of information referring to the called party. This is of particular use, for example, when calls outside of office hours are diverted to private numbers.

#### Operator

The Operator function enables incoming calls to be handled by one or more operators via both a common number and a queue and via individual operator numbers and queues. To relieve operators of the continuous need to greet callers it is possible to provide an individual voice greeting immediately prior to establishing speech connection between a caller and an operator. In addition, where all current operators are busy, it is possible to provide a queue greeting to a caller who has been queued until an operator is available.

#### Reminder service

The user may set the time for a Reminder. At this time the extension will give a special ringing tone.

#### Hospitality

BusinessPhone Hospitality solutions include a special range of guest, front desk and administration telephones, and optional PC-based packages, designed to support advanced communications and guest services in hospitality-based environments, such as hotels, conference centres and hospitals.

#### Call Centre

BusinessPhone Call Centre solutions include specialist business communications that support high capacity inbound and outbound call handling, intended mainly for customer service applications. The BusinessPhone Call Centre solution combines ACD (Automatic Call Distribution), intelligent voice messaging and a management information system, to improve customer service through call distribution, performance monitoring, and real time and long term resource management.

#### More Information

BusinessPhone User Guides

© Ericsson Enterprise 2004