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Feature Reference
Emergency Access to the Attendant
Administrator’s Guide for Avaya Communication Manager 1529
November 2003
When an emergency call is placed, one of the available attendants receives visual and audible notification
of the call. If all attendants are busy, the call enters a queue for emergency calls. Calls can be
administered to redirect to another extension if the queue is full.
An emergency call causes the following to occur:
1
The system selects the first available attendant to receive the call.
2
The attendant hears the emergency tone and sees the lamp associated with the Emergency button,
if assigned, light. If the console does not have emergency-tone capability, the attendant hears
normal ringing and sees the display flash.
3
The attendant display shows:
— Calling-party identification
— Calling-party extension
— How many emergency calls remain in queue
An audit record is created for each emergency call. This record includes:
•
Extension where the call originated
•
The attendant or attendant group that answered the call
•
Time of the call
•
The following known call results:
— Call Completed — Call answered at attendant or listed directory number (LDN) night
extension.
— Queue Full — Emergency-access queue is full; tries to redirect the call to an
emergency-access redirection extension.
— No Attd — No active attendants are available to receive the call; tries to redirect the call to
an emergency-access redirection extension.
— Redirected Answered — Call is answered by the emergency-access redirection extension.
— No Redirection Ext. — Could not redirect the call to the emergency-access redirection
extension because none are administered.
— Attd Night Service — System is in night service. Will try to redirect the call to attendant
night service.
— Failed — Caller drops the call before it can be answered. Call was either waiting in the
attendant emergency queue, ringing at an attendant console, or ringing at the LDN night
extension.
— Redirected Abandoned — Caller drops the call before it can be answered. Call had been
redirected to the emergency-access redirection extension.
You can generate an Emergency Access Summary Report of the emergency audit records. Schedule the
report for printing once a day at a designated printer. If the server running Communication Manager has a
journal printer, then Emergency Access to the Attendant audit records print as the calls occur.
You can monitor emergency-access calls by displaying them at the administration terminal. The
command for listing emergency call events is
list emergency . You can use a from and to time option with
the command. For example, if you enter the command list emergency 8:00am 12:00pm , the report
shows emergency call events that occurred during that interval.