Attendant Features

ICON Cloud is the most flexible, feature-rich hosted voice service available. Designed with the architectural flexibility to deploy as a fully hosted service, as a traditional customer-premises system or any combination in between, ICON Cloud also provides hundreds of voice features that address even the most stringent and unique use case requirements. Listed below is a small sample of available ICON Cloud features.

GENERAL FEATURES
Centralized attendant group (on the same node)
Attendant group status modification (day/night/forward1/forward2) :
with on / off softkey or plug-in / plug-out
through time table for entity
Connection mode (automatic / manual))
Direct outgoing dialing access authorization for sets
Trunk out of service forcing
MAKING CALLS
Select / call an internal set
Call another attendant
Call an external number
Call an external ISDN number : digit by digit mode or block mode dialing
Call with business account code
Display of abbreviated numbers content on attendant console in case of call by name
Last number redial
Store number and redial
Pre-programmed (by management) trunk group reservation
Selective trunk group reservation
Called set resources on internal call setup on no reply or busy :
voice mail
associate
secretary
paging : on no reply only
attendant mini messaging / general mini messaging
call back
DECT/PWT handset number display
Override :
on DND
on “unconditional” and “no reply” forwarding
RECEIVING CALLS
Automatic connection with or without bip
External incoming priority calls
Timeout queue overflow (absent attendant) for all waiting calls
Timeout call overflow based on incoming caller waiting duration on absent attendant
Internal calls overflow to attendant after timeout :
on no reply or busy set
according call distribution table
according entities
Call pick-up
Distributed / centralized call distribution in private network
Manual connection mode (PCOT)
Distribution mode on longest idle duration
Automatic call distribution (highest MAO priority)
Attendant specialization (class of traffic) : individual / per group
Multi department call routing to defined attendant :
company call (trunk group , DDI)
general attendant , no replied DDI , recalls without conversation
display caller entity for internal calls and identified external caller
Traffic overflow in attendant group (cooperation)
Display of call type to attendant (overflow, automated attendant, forwarding)
Set to attendant forwarding indication with directory number and name
MCID on attendant console for external calls only
Attendant Assistance :
Reflexes UA/IP set configured to assist attendant group
presentation of attendant waiting calls according to overflow threshold
call pick up through softkeys
THIRD PARTY CALLS
Inquiry call/cancel inquiry call
Paging request in inquiry mode with transfer possibility
Charged call transfer
Transfer without supervision for internal call
Transfer to callee resource on ringing set after inquiry call
Transfer with supervision for trunk call : on no reply / on busy
Transfer to :
callee resources
set
hunting group
voice mail
other attendant :
from attendant to attendant : blind transfer
from attendant to attendant : transfer after conversation
identification of internal/external in case of transfer to busy subscriber
Hold
Intrusion on busy : monoline , multiline full busy
Intrusion on busy : multiline partially busy
Broker’s call
Automatic transfer
Temporary cancel of automatic transfer by softkey
Conference call initialized by attendant :
in conversation with one correspondent and one other in hold
correspondents can be internal or external
2nd correspondent can be another attendant
attendant can transfer, cancel conference or inquiry call, release all
Waiting call initialized by attendant :
waiting on busy monoline set or multiline set with all lines busy
attendant can wait for reply or cancel the call
after reply, attendant or user can only release the call
Trunk allotting without barring :
For ISDN trunks
Charging recall service
Trunk allotting with barring (COS alloting) :
For ISDN trunks
ADDITIONAL FEATURES ON PROGRAMMABLE KEYS
Individual hold
Multiple hold
Set DSS / BLF call
User Programmable Key (UPK)
Trunk selection with supervision
Internal call answering
External call answering
Trunk group selection with supervision
Trunk out of service list display
Individual camp-on circuit
Abbreviated dialing number
Trunk to trunk transfer and supervision
Individual privileged call
Presentation Class Of Traffic (PCOT) on specific keys :
internal calls
external calls
mixed of internal/external calls in the same queue
private network calls
individual attendant call
entity internal calls
entity VIP calls
DDI call failure
multiple camp-on circuit / recall for announce on on-hook
multiple hold
chained calls
charging recalls
recall with or without conversation and returned call on mishandling
attendant and attendant group transfer call
miscellaneous (others)
presentation per entity call or for all entities call :
external DDI call
local or internal DDI call
public or private trunk group call without direct dialing
no replied DDI calls on public or private trunk groups with dialing
SUPPLEMENTARY FEATURES IN SERVICE MODE
Headset capability
Trunk release/reseize
Chained call
Charging recall
DTMF/Pulse end to end signalling
Automatic call back : on no reply
Automatic call back : on busy
Set reservation
Overflow on call back following message dropped from attendant
Set on-hook recall for announce
Handset receiver gain control by LS+ / LS- keys
Temporary appointment reminder from attendant console
Record on line for the entity associated to attendant
MANAGEMENT IN SERVICE MODE
Status (day/night/fw1/fw2) management for attendant group
Status (day/night/fw1/fw2/attendant group) management for entities
Incoming trunk group : flexible call routing and overflow
Categories management :
feature category assignment for user set
public trunk access and barring category assignment for user set
connection category assignment for user set
Cost center (for assignment)
Waiting threshold for external call
Abbreviated numbers : modify or delete number / name
User set creation / modification / delete
Charging :
read charging counter (units or cost)
read last call charging counter (units or cost)
read number of charged outgoing calls
reset counter per set (charging, last call charging, number of set external call)
reset of all charging counters
flag for charging supervision filter :
all sets/list of sets
add or delete set in the list
depending on charge / duration / without threshold
flag for Integrated Metering Report : time period management
Set / reset DND from attendant
Display the number of users with DOD
Display the number of configured users
Display software release attributes
Input of directory name in phone book
Authorized / non authorized for attendant console MAO with optional password
PCOT priorities management (15) by MAO
Activation of traffic overflow for an attendant group
Modification of traffic overflow thresholds
Set / reset for all user forwarding
Set / reset of user personal password
Change of first line of the routing tables
Change the night service (overflow set)
Display of Integrated Metering Report time period
Registration / de-registration function for visitors with/without DECT/PWT set :
registration / modification of name + surname, barring class of service, expiry date
de-registration facility
consultation of system PARI (OmniPCX identification)
list of the expired DECT/PWT sets
charging facility : call counter
availability with visitor personal GAP sets
GUIDE SERVICES
Attendant console customization :
programmable keys
individual repertory
personal password (Installation status, MAO, …)
melody selection, melody level
ringing (ringing one, ringing two, bip + delayed ringing before automatic connection)
LCD contrast
multi language : language selection for text on display and voice guidance
Who am I
Group number display
System software release display
Test of attendant console
Date and time of system
SPECIFIC PAC A4049 SERVICES
Configuration : terminal adapter TA-MMK, VGA display, custom alphanumeric keyboard
Display : date and time / number, priority and type of calls / caller and callee information
Logo customization
Icons for states of calls
Add-On Module (A4090 L/M)
Keys :
softkeys (guide, service, …)
programmable keys (display possibility with associated names)
audio keys
hand keys (release, redial, hold, ….)
Day/night mode activation by handset plug-in/out
Multiple last number redial
Multiple store number and redial
Automatic display of absence mini message from called user
Creation of specific mini messages
Call recording : all calls / per call basis upon attendant choice
SPECIFIC MAC A4059 SERVICES
Application on PC (Alcatel recommended PC platforms)
Supported OS : Windows 95 / NT4 / 2000 / XP
A4059 :
PS2 Connectivity
Specific keyboard for call handling with integrated handset
A4059/ 4059 IP Attendant level of service :
Dedicated LED coupled to the keys
Standard PC keyboard compatible
Attendant application :
supervision icons block
programming keys block
call handling block
dialing zone
softkey bar
status bar : counters, icons and dialing status
call list zones : next call, routing list, hold list
call details zone
window resizing
dynamic configuration
CPU switch over : current call returns to queues
external application mode : OLE2
call presentation :
list mode
counter mode
Directory application :
A4059 internal directory
LDAP compliant directory
OmniPCX phone book
MAO capabilities
Migration A4058 to A4059
A4059 management :
subscribers
abbreviated numbers
phone book
DECT/PWT
Class of service
BUSY LAMP FIELD A4059 BLF SERVICES
Supervision of  resources :
wired and cordless set
attendant console
analog fax
hunting group
trunk group
trunk line
Windows application on PC
Large display on full independent PC screen
Customization of graphics : icons , text , colors …
Name display associated to busy lamp icon
Creation/save of multiple configuration files
Automatic configuration of busy lamps
Easy busy lamp change by drag-and-drop
Add a busy lamp from phone book
Dialing by double-click on icon (directory number only)
Adapted for multiline sets
Call states adapted for attendant and faxes
Display of absence message

Important: Feature availability in ICON Cloud depends on basic or specific software licenses in addition to basic system hardware and resources. This page lists the available features but does not provide detailed licensing information, restrictions and limitations.

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