Operator Facility Implementation Manual

AMENDMENTS ................................................................................................
2
PREFACE ...........................................................................................................3
1. INTRODUCTION ............................................................................................4
1.1. OPERATOR ASSISTANCE ......................................................................................... 4
1.1.1. Initial Operator Assistance ............................................................................. 5
1.1.2. Rerouted Operator Assistance ...................................................................... 6
1.1.3. More Operators ............................................................................................ 6
1.2. BOUNDARIES, OPTIONS AND TIMERS ................................................................. 7
2. OPERATOR DESKS .........................................................................................8
2.1. GENERAL ................................................................................................................... 8
2.1.1. Operator DNR .............................................................................................. 8
2.1.2. Operator Traffic Class ................................................................................... 8
2.1.3. Operator Number Analysis ........................................................................... 9
2.1.4. OM Commands via Operator Console ........................................................ 9
2.2. OPERATOR POSITION TYPES ............................................................................... 10
2.2.1. SuperVisor20 ............................................................................................... 10
2.2.2. SuperVisor 25 .............................................................................................. 10
2.2.3. SUPERVISOR 30 .......................................................................................... 11
2.2.4. SuperVisor 35 .............................................................................................. 13
2.2.5. SUPERVISOR 50 .......................................................................................... 14
2.2.6. SUPERVISOR 50E AND 50S ........................................................................ 14
2.2.7. SuperVisor 55 .............................................................................................. 15
2.2.8. SystemManager-Terminal ............................................................................ 16
2.2.9. SuperVisor 60E ............................................................................................ 17
2.2.10. Projecting Advice ......................................................................................... 18
2.2.11. Projecting Overview .................................................................................... 19
2.3. ASSISTANCE GROUPS IN AN ISPBX UNIT .......................................................... 21
2.4. ASSISTANCE AREAS IN AN IMP NETWORK ........................................................ 24
2.5. ASSISTANCE IN A DPNSS NETWORK .................................................................. 28
2.5.1. DND AND FLEXIBLE OPERATOR SERVICE ............................................ 34
2.5.2. CENTRALISED SysManager FOR AEM IN DPNSS NETWORK ................. 35
2.5.3. Flexible Operator Enhancements ................................................................ 36
2.5.4. Operator Queue Diversion ......................................................................... 37
2.6. ASSISTANCE IN A BASIC NETWORK ................................................................... 38
2.7. INTEGRATED SERVICES DIGITAL NETWORK ASPECTS .................................... 39
3. OPERATOR FUNCTIONS .............................................................................40
3.1. ASSISTANCE TO COMMUNICATE ....................................................................... 40
Table of Contents
3.1.1. Internal Call .................................................................................................. 41
i
3.1.2. External Call - General .................................................................................43
3.1.3. Outgoing Call ...............................................................................................44
3.1.4. Incoming Call ................................................................................................45
3.1.5. Transit Call ...................................................................................................46
3.2. OPERATOR QUEUES ..............................................................................................48
3.2.1. A-Queue .......................................................................................................49
3.2.2. A - Lamp Indicators ......................................................................................51
3.2.3. A - Queue Information over DPNSS ............................................................52
3.2.4. C-Queue ......................................................................................................52
3.2.5. M-Queue ......................................................................................................53
3.2.6. U-Queue ......................................................................................................54
3.2.7. W-Queue .....................................................................................................55
3.2.8. Queue Length Indication ..............................................................................55
3.3. OPERATIONAL MAINTENANCE ...........................................................................55
3.4. ALARM MONITORING ...........................................................................................56
3.4.1. Single Unit Network ....................................................................................57
3.4.2. Multi Unit Network ......................................................................................58
4. BASIC OPERATOR FACILITIES ................................................................... 60
4.1. RECALL ON HOOK ALLOWED .............................................................................60
4.2. DELAY BEFORE ON HOLD BY OPERATOR .........................................................60
4.3. SERIES CALL PROHIBITED .....................................................................................60
4.4. REROUTING OF 'DO NOT DISTURB' TO OPERATOR .......................................61
4.5. FAST CALL HANDLING ..........................................................................................61
4.6. NIGHT MODE .........................................................................................................62
4.7. REACTIVATE BUZZER ............................................................................................63
4.8. FLASHING M-LAMP(s) ............................................................................................63
4.9. OVERLOAD SIGNALLING AND GENERAL CALL ACCEPTANCE ......................63
4.10. RETURN TO OPERATOR WHEN UNSUCCESSFUL DDI-CALL ..........................64
4.10.1. Voice Call .....................................................................................................65
4.10.2. Data Call .......................................................................................................65
4.11. RETURN TO OPERATOR AFTER THROUGH CONNECTION ...........................65
4.12. AUTOMATIC RING BACK ......................................................................................66
4.12.1. OP-ARB On Don't Answer ..........................................................................66
4.12.2. OP-ARB On Busy .........................................................................................68
4.12.3. Cancel OP-ARB ............................................................................................69
4.13. CAMP ON BUSY / CALL WAITING / BREAK-IN ....................................................72
4.13.1. General Information on COB-queues ..........................................................73
4.13.2. Camp on Busy ..............................................................................................74
4.13.3. Call Waiting ..................................................................................................75
Table of Contents
4.13.4. Break-In ........................................................................................................76
ii
4.13.5. Call Waiting Tone Burst ............................................................................... 78
4.14. GIVE A LINE ............................................................................................................ 78
4.15. ABBREVIATED DIALLING ...................................................................................... 79
4.16. LAST EXTERNAL NUMBER REPETITION ............................................................. 80
4.17. CHIEF OPERATOR .................................................................................................. 81
4.18. TRUNK ACCESS AND BUSY OVERRIDE .............................................................. 83
4.18.1. TRUNK ACCESS ......................................................................................... 83
4.18.2. BUSY OVERRIDE ........................................................................................ 83
4.19. TAXMETERING ....................................................................................................... 84
4.20. OPERATOR POSITION LAMP TEST (only SV20) .................................................. 85
4.21. POST DIALLING ...................................................................................................... 85
4.21.1. Internal Post Dialling .................................................................................... 85
4.21.2. External Post Dialling ................................................................................... 86
4.22. SystemManager ........................................................................................................ 87
4.23. MULTI PARTY CONFERENCE ............................................................................... 87
4.24. PAGING ................................................................................................................... 87
4.25. OVERFLOW EXTENSION ...................................................................................... 88
4.26. PERMANENT LINE EXTENSION .......................................................................... 88
4.27. ON-HOOK NUMBER PREPARATION ................................................................... 89
4.28. QUEUE TIME LIMIT INDICATION ........................................................................ 90
4.29. IDENTIFICATION SERVICES .................................................................................. 90
5. ENHANCED OPERATOR FACILITIES .........................................................94
5.1. ANALOGUE OPERATOR CONSOLE .................................................................... 94
5.1.1. Voice Processing Unit .................................................................................. 94
5.2. SuperVisor 25 ........................................................................................................... 94
5.3. SUPERVISOR 30 ....................................................................................................... 96
5.3.1. Messaging ..................................................................................................... 96
5.3.2. Graphical Display ......................................................................................... 97
5.3.3. Announcer or Recorder ............................................................................... 97
5.4. SuperVisor 35 ........................................................................................................... 98
5.5. SUPERVISOR 50(E)(S) AND SuperVisor 55 ............................................................. 99
5.5.1. Directory Services and Call Handling .......................................................... 99
5.5.2. Menu Driven Operational Maintenance .................................................... 101
5.5.3. Host Setting ............................................................................................... 101
5.5.4. Announcer ................................................................................................. 102
5.5.5. Visually Handicapped Operation ............................................................... 102
5.6. SSV50E/55 COMPARED WITH SSV50 .................................................................. 102
5.7. SuperVisor 60E ....................................................................................................... 103
5.7.1. Types of SuperVisor 60 (SV60 and SV60E) ................................................ 103
Table of Contents
5.7.2. SuperVisor 60E .......................................................................................... 104
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5.8. SystemManager-TERMINAL ...................................................................................105
6. SPECIAL EXTENSIONS AND NIGHT ASSISTANCE ...............................107
6.1. GENERAL ...............................................................................................................107
6.1.1. Special Assistance .......................................................................................107
6.1.2. Night Assistance .........................................................................................108
6.2. PERMANENT LINE EXTENSION .........................................................................109
6.2.1. Non DDI-Call .............................................................................................109
6.2.2. Forwarding of Non DDI-Call .....................................................................110
6.2.3. DDI-Call .....................................................................................................111
6.2.4. Assigning a PLE ...........................................................................................111
6.3. OVERFLOW EXTENSION ....................................................................................111
6.3.1. Forwarding of Operator Call .....................................................................111
6.3.2. Assigning an OVE .......................................................................................112
6.4. INDIVIDUAL NIGHT EXTENSION ......................................................................113
6.4.1. Non DDI-Call .............................................................................................113
6.4.3. DDI-Call .....................................................................................................115
6.4.4. Assigning an INE .........................................................................................115
6.5. SUB COMMON NIGHT EXTENSION .................................................................115
6.5.1. Non DDI-Call .............................................................................................116
6.5.3. DDI-Call .....................................................................................................117
6.5.4. Assigning an SCNE .....................................................................................118
6.6. MAIN COMMON NIGHT EXTENSION ...............................................................118
6.6.1. Internal Assistance ......................................................................................119
6.6.2. External Assistance .....................................................................................119
6.6.3. Rerouted Assistance ...................................................................................122
6.6.4. MCNE per Assistance Group (valid up to/including Call@Net 2.7) ..........123
6.6.5. Multi Tenant Night Extension (since Call@Net 2.8) .................................125
6.7. COMMON ANSWERING NIGHT SERVICE .........................................................128
6.7.1. External and Rerouted Assistance Requests ...............................................128
6.7.2. CANS Areas ...............................................................................................129
6.8. DIVERSIONS ON NIGHT EXTENSIONS .............................................................132
6.8.1. B - Number in Redirected Calls .................................................................134
Table of Contents
iv
iS3000 Series (SIP@Net)
Facility Implementation Manual
Operator Facilities
Release date : 01/Oct/2010
1
AMENDMENTS
The items that follow are incorporated in the update of this manual from issue 0204 to 0501:
CHAPTER/SECTION DESCRIPTION
2.5.3. "Flexible Operator Added (Call@Net 3.3)
Enhancements"
2.5.4. "Operator Queue Added (SIP@Net 4.1)
Diversion"
3.2.2. "A - Lamp Indicators" Added (SIP@Net 4.2)
2.5.4. "Operator Queue Changed (SIP@Net 4.3)
Diversion"
3.2.3. "A - Queue Information Added (SIP@Net 4.3)
over DPNSS"
6.8.1. "B - Number in Added (SIP@Net 4.5)
Redirected Calls"
2
PREFACE
This manual is valid for SIP@Net (previously known as Call@Net), running on all ISPBX
models of the iS3000 Series. All of these systems will further be referred to as "ISPBX".
LICENSING AGREEMENT
The licensing agreement for an ISPBX determines which facilities are available. It is therefore
possible that a facility described here will not work on a specific ISPBX, even though it has
been correctly configured. Check the relevant license agreement to determine what is
available.
GENERAL NOTE
Fully Integrated Networks (FINs) are only supported by the iS3070/3090!
NOTICE TO THE USER
Unless stated otherwise (in text and figures), the term :
- ALC-G represents the ALC-G, ALC-GP or ALC-G(R).

- DTX-I represents the DTX-I or DTX-I(R).
- PMC represents the PMC-HR, PMC-MC, PMC-G or PMC-SIC :
- PMC-HR represents the PMC-HR, PMC-G (with NCC-HR) or PMC-SIC (with NCC-
HR).
- PMC-MC represents the PMC-MC, PMC-G (with or without NCC-MC) or PMC-SIC
(with or without NCC-MC).
- DTU-PH represents the DTU-PH or DTU-G.
- DTU-PU represents the DTU-PU or DTU-G.
- CPU3000 represents the CPU3000 or CPU4000.
For more details of the CPU4000, see the Customer Engineer Manual “How to install the
CPU4000 (including upgrade)“.
3
1. INTRODUCTION
In a modern telephone exchange like the iS3000 a large degree of automation is introduced.
By means of the applicable hardware the telephone exchange receives dial information from
the user. A sophisticated Central Processing Unit performs number analysis on the dial
information to determine which destination party is required by the calling party. If allowed
the ISPBX establishes the connection between the originating and the destination party via the
switching network.
In a number of situations the automated process of calling a destination number is not possible
or not successful. In these cases operator assistance is required. For instance the operator can
search for the number of the required destination party or even an alternative party. It is also
possible that the operator traces the required destination party for instance via paging.
To offer a high grade of service a number of facilities are available to the operator. In addition
to the basic and enhanced voice facilities the operator also has a number of basic and enhanced
operator facilities which offer a number of extra instruments to establish the connection
between two parties.
In this manual a detailed description is offered of the various aspects related to operators.
These aspects will cover the hardware installation of operator desks, the software aspects of
installing an operator desk in the ISPBX and the basic and enhanced operator facilities.
In case no operators are available normal ISPBX extensions can offer some of the operator
functionality. Such extensions are called night extensions. If such a night extension is called for
assistance, a number of operator facilities are also offered for the normal voice extension.
1.1. OPERATOR ASSISTANCE
An operator desk is a device connected to a port in the ISPBX with special functionality. In
addition to a normal speech path the operator desk also receives information about the call.
This additional information about the operator call can be displayed via LEDs or displays on
the operator desk. This additional information is important for the functioning of the operator.
When the CPU detects a call that needs operator assistance, the call is entered in an operator
queue. The presence of a call in the queue is signalled at the operator desk via led / buzzer /
display.
The -idle- operator answers the call by pressing a key and the CPU can now activate an
operator facility for instance establish a speech path between the calling party and the
operator.
4
Operator assistance can be divided into two situations: initial operator assistance and rerouted
operator assistance.
1.1.1. Initial Operator Assistance
Initial operator assistance must be initiated by a user (internal party or incoming trunk line) by
specifically dialling to the operator. The operator is signalled that a call is present in the
operator queue. The operator answers the call by pressing the related key. The ISPBX now
establishes a speech path between the user and the operator circuit. At the same time call
information is sent to the operator desk. This call information holds the identity of the calling
party; for instance the DNR of the internal party or the route and line number of a trunk line.
This call information is displayed on the operator desk.
By speaking to the initiating party the operator can determine what type of assistance is
required. Usually the party wants to be connected to a required destination party (either
internal or external party).
The operator desk has a PA and a PB-field and on each field a party (internal or external) can
be connected. When the operator answers the call the initiating party is automatically entered
on the PA-field. The operator shuttles to the PB-field automatically placing the initiating party
on hold. Now the operator receives dial tone and dials the required destination party (enquiry
dialling). The call progress information of the call set-up to the second party is sent to the
operator desk; for instance busy, ringing, answered, call diverted etc.
If the required destination party was idle and answers the operator call, the ISPBX establishes
a second speech path between the operator and the called party.
The operator can have only one party in speech connection, placing the second party
automatically on hold. So when shuttling between the parties one party is in speech condition,
the other party is placed on hold.
When allowed the operator can transfer the PA-field to the PB-field thereby connecting both
parties: The ISPBX establishes a speech path between the two user ports while the speech
path to the operator desk is released.
The operator may also transfer the call without waiting for the destination party to answer.
The initiating party now receives internal or external ringing tone (in case of an internal party)
or a projectable tone (in case of trunk lines; tones assigned in the general route characteristics
- general tone) just as if he dialled the destination party himself.
If the connection between the initiating and the required destination party is not allowed, the
operator receives a tone burst when the transfer is initiated. The transfer is not allowed.
5
In case the destination party is a busy internal party the operator can use some operator
facilities to break-in on the connection and announce the call to the busy extension. The
operator can enter the on-hold party in the camp on busy queue of the busy extension via a
normal transfer.
After the operator has established the connection between the two user ports, the call may
be marked for operator assistance: the call is now monitored. If the call is not successful
(destination party does not answer or is still busy after a time period) or the call ends in an
unexpected way the call returns to the operator service. This rerouting of a call to the
operator service will be discussed in the next subject.
1.1.2. Rerouted Operator Assistance
This type of operator assistance is not initiated by the user. It is initiated by the ISPBX itself in
case of problems in a call set-up between two users or when a call is terminated in an
unexpected way.
A call that is set-up directly by the user (internal call to extension with an active do not disturb
facility or a DDI call) can be rerouted to an operator position for assistance. If the dial
information from the user cannot be analysed correctly or the connection to the destination
party, indicated by the number analysis, cannot be established the call is rerouted to the
A call that is handled by the operator and that is still not successful (for instance an extension
does not answer) is also rerouted back to the operator. Now the same operator desk is
accessed for assistance as were the call was handled the first time.
The call requiring assistance is announced on the operator desk via LED or display. When the
operator answers the call by pressing the related key the ISPBX sends all call related
information and the two involved party identifications (DNR or route and line number) to the
operator position. This additional information tells the operator the reason the call is rerouted
to the operator service and might help the operator in determining the reason the call is not
successful.
At the same time a speech path between the operator desk and the PA-party is established.
By speaking to one or both parties, the operator can locate and correct the problem by for
instance releasing one of the parties and establish a connection to another party.
1.1.3. More Operators
If there are more operators present in the ISPBX or in an ISPBX multi-unit network, the
operator assistance of the separate units can be linked to form one large ISPBX with regard to
6
operator assistance. A call needing operator assistance can be rerouted to another ISPBX unit.
The call that is present in an operator queue is signalled on all operator desks that are allowed
to handle the call. The first operator that presses the applicable key is assigned the call and the
ISPBX establishes the required speech paths as discussed above.
1.2. BOUNDARIES, OPTIONS AND TIMERS
For some facilities, certain boundaries, options or timers are important. These parameters are
mentioned in the concerning subjects in this manual together with an indication if it is network
(NE) or local (LO) data. More information about these parameters can be found in the
Software Configuration Manual.
Most of the options, boundaries and timers can be changed in an operational system using the
second line maintenance commands: CHOPTI, CHBOUN and CHTIME. They sometimes
needs to be activated by a hot-start. Boundaries can almost never be changed in an operational
system because a change in a boundary results in a new partition of the CPU memory.
For more information: see Second Line Maintenance Manual.
7
2. OPERATOR DESKS
In this chapter a detailed description will be offered on the installation aspects of an operator
desk in the ISPBX and the relation between the operators and the users (internal parties and
trunk lines) that are serviced by an operator. Also the network aspects of the operators are
described in relation to DPNSS networking and basic networking.
2.1. GENERAL
An operator desk is actually regarded by the ISPBX as a normal port. So an operator desk is a
peripheral circuit in a PM. To distinguish an operator port from a port dedicated for a normal
extension, the port holds a different peripheral circuit type. As an extension is assigned PCT-
type 1 (Line CircuiT - LCT) the port dedicated for an operator desk is assigned PCT-type 3
(Operator CircuiT - OCT). The peripheral circuit were the operator desk must be connected
must be assigned this PCT-type either automatically when assigning the PCT-board or
manually.
The number of operators is limited per ISPBX unit by the boundary LOBOUND 016
(maximum number of operator circuits). The number of operators that have to be projected
in a network of ISPBX units depends mainly on the number of non-DDI-lines, number of
assisted outgoing calls and number of extensions in the network. The location of the operators
and the area the operator is assigned to, can be determined by the system manager.
As the operator service causes a high traffic load, it is recommended not to project more than
two operators in a remote PM. The 2 Mbps links between the ISPBX and the RPM are
accessed very often for the operator assistance causing a high load on the 2 Mbps link. The
other circuits in the RPM only have a limited access to the ISPBX.
2.1.1. Operator DNR
To identify the operator port, the peripheral circuit were an operator desk is to be connected,
is also assigned a DNR. The applicable circuit is assigned a DNR with the special command
CHOPDC. Note that the * is a valid digit in a DNR if the DNR radix number (NEBOUND 111)
is at least set to 11. The # is also a valid digit in a DNR if the DNR radix number is at least set
to 12. So the digits * and # can also be used as digits in the operator DNR. The operator DNR
is not related to analysis groups and compatibility values. Facility class marks cannot be
assigned to an operator DNR.
2.1.2. Operator Traffic Class
With the command CHTRFC the operator desk (DNR) is only assigned a day traffic class. The
night, upgraded and downgraded traffic classes are ignored for an operator desk. This also
8
means that the operator desk cannot use the password dialling facilities Enable/Disable Up/
Downgrading, Upgrading, Downgrading, Password DDO from own. The facilitie password
DDO from other, is still available for the operator as it is related to traffic classes and
passwords assigned to ISPBX extensions.
2.1.3. Operator Number Analysis
The numbers that can be dialled by an operator are assigned in a special analysis tree. This tree
is used both for initial and enquiry dialling (enquiry dialling is the dialling when a party is placed
on hold when the operator switches to the other field of the operator desk to dial a second
party). The operator analysis tree number must be related to operator dialling (dial type 2)
with the ASTREE command. The normal commands ASINTN and ASBLCK are used to define
the numbers that can be dialled by the operator in initial and enquiry dialling.
For postdialling by the operator the normal postdialling analysis tree is used (tree related to
dial type 3). This tree is used for instance when dialling the bypass code to overrule a don't
disturb facility.
In the tree related to operator dialling the trunk access codes are assigned. After dialling such
a trunk access code the external number is analysed in the DDO-tree related to the indicated
destination. This is identical to the DDO-number analysis for extensions.
As the operator desk is not assigned a compatibility value, the operator is allowed to be
connected to any other party (initiated by the operator or initiated by the other party). Only
the traffic class check is performed to determine if an operator is allowed to dial another party
(internal extension or trunk line).
2.1.4. OM Commands via Operator Console
An operator console can be used to enter (a limited set of) OM commands in the AM-mode.
The commands are entered as four digit codes. These codes can be found in the OM
Commands Manual (ODC).
E.g. command 3025 can be used to change the traffic classes of an extension and command
3030 can be used to assign a facility class mark to an extension. On both commands a certain
restriction can be imposed to make sure the operator cannot execute these commands if he
is not entitled to do so.
Assigning traffic classes and facility class mark to extensions can be restricted for some
operator consoles with and without a key inserted. If the key is inserted (terminal type 2) a
different set of unrestricted traffic classes and facility class marks can be assigned than the
analogue operator console without the key (terminal type 1). This way assigning certain traffic
9
classes and facility class marks can only be done by persons that have a key. The unrestricted
set of traffic classes and facility class marks can be changed per operator type with the OM
commands CHTFCR and CHFCMR.
2.2. OPERATOR POSITION TYPES
2.2.1. SuperVisor20
The SuperVisor 20 (SV20) is an analogue operator console and is connected to an operator

circuit on an OIU-board or an AOC board.
- An OIU can be projected in a PM with board type 32; signalling group 1704/1706, HW-
type 255 with the OM command ASBRDS (1704 for the 4-digit SV20 and 1706 for the 6-
digit SV20). An OIU-board supports two OIU-circuits. Therefore two analogue operator
consoles can be connected to an OIU-board via the front connectors FBA and FBB. The
analogue operator console is powered via the OIU-circuit.
- An AOC is a board mounted onto a Peripheral Module Controller (PMC) in a PM1100 or
PM255. Therefore two analogue operator consoles can be connected to an AOC-board
via the two front connectors. Circuits 0 and 1 of the PMC are assigned as operator desks
using the OM command ASPCTB (signalling group 0A04) with PCT-type 3: operator
circuit. The analogue operator console is powered via the AOC-circuit.
In the link between the OIU/AOC-circuit and the analogue operator console both an analogue
and a digital link are present. Via the analogue channel the speech signal between the OIU/
AOC-circuit and the analogue operator console is transferred. On the OIU/AOC-circuit the
analogue speech signal is digitised into the internal 64 kbps signal. Via the 2400 bps digital link
the pressing of a key is signalled towards the ISPBX and the LEDs on the analogue operator
console are controlled by the ISPBX.
The circuits on the card must be projected as operator circuits (PCT-type 3). If the board is
assigned with the 'automatic assigning circuits' option the operator circuits are automatically
assigned the correct PCT-type. When manually assigning the circuits, the ASPCTB command
must be executed for each operator circuit on the OIU-board to assign PCT-type 3 to each
operator circuit.
The OIU/AOC-circuit is assigned a DNR, operator type and traffic class as described above.
2.2.2. SuperVisor 25
The SuperVisor 25 is an enhanced operator console which can make use of an analogue as well
as a digital interface. The analogue SuperVisor interface connects up to the OIU or AOC
ISPBX interface, whereas the digital interface uses an S0bus connection. This S0bus connection
10
is offered by the DTX-I and next to that by a DLC-U / PNT1 combination, by the DLC-C (or
D) / PNT1 combination or by the DOC / PNT1 combination. The PNT1 must have firmware
release 2.01 or higher for this application.
The functionality offered by the analogue interface differs from that of the digital interface. To
keep the two options separated, the documentation refers to the SuperVisor 25 using the
analogue interface to the ISPBX as the 'model 25-A' and to the SuperVisor using the S0bus
interface as 'model 25-S0'. This section briefly describes the projecting aspects of the ISPBX;
Refer to the SuperVisor 25 and 35 documentation, if more detailed information is required.
• Projecting Data for model 25-A

- Find a free circuit;
- Project this circuit by OM: ASPCTB, using signalling group 0A04 for the AOC or 1706
for the OIU, PCT-TYPE 3 and HW-TYPE 255;
- Use OM: CHOPDC to set the type of operator to 1, and to give it a DNR;
• Projecting Data for model 25-S0
- Project this circuit by OM: ASPCTB, using signalling group 6005 for DTX-I / DLC-U
or 1905 for the DOC / DLC-C/D, PCT-TYPE 3 and HW-TYPE 255;
The signalling groups mentioned above contain bits and bytes with which the password,
transmit / receive levels, default language and enabling / disabling of downloading.
2.2.3. SUPERVISOR 30
SUPERVISOR 30 is a digital operator position. This device is connected via a digital 2B+D line
to a DLC-C/D/U circuit or a Digital Operator Circuit (DOC). The operator position is
powered via the line and therefore, in the case of a DLC-C/D, a LDC (line driver circuit) must
be used between the DLC and the operator desk. The link between the DLC/DOC-circuit
and the operator desk is purely digital. The set itself digitises the analogue speech signal into
the internal 64 kbps signal, and inserts it into a B-channel in the 2B+D line. The pressing of a
key and the control of the display in the set are sent between the CPU of the ISPBX and the
operator desk via messages in the 16 kbps D-channel in the link between the DLC/DOC-
circuit and the SUPERVISOR 30.
The DLC-C board is projected with the command ASBRDS with: board type 5; signalling
group 2807; HW-type 255, the DLC-D: board type 7; signalling group 2808, HW-type 255,
the DLC-U 7 circuits: board type 5; signalling group 0906, HW-type 255 or DLC-U 15 circuits:
board type 9; signalling group 090A, HW-type 255.
The DOC circuit is projected with the command ASPCTB with: signalling group 1904; HW-
11
type 255, PCT-type 3.
- The circuit (first DLC-C/D circuit (even number) on the 2B+D line) where the
SUPERVISOR 30 is to be projected, must be assigned (ASPCTB, signalling group 1904;
HW 255) with PCT-type 3: operator circuit.
- The circuit (first DLC-U circuit (even number) on the 2B+D line) where the SUPERVISOR
30 is to be projected, must be assigned (ASPCTB, signalling group 5B04; HW 255) with
PCT-type 3: operator circuit.
Now the SUPERVISOR 30 has all the facilities available for an operator. The second circuit on
the 2B+D line is not used. It does not have to be projected.
If the DLC-board is assigned without 'automatic assigning circuits' both the line circuits and the
operator circuits must be assigned manually as described above. If the board is assigned with
'automatic assigning circuits' all circuits are assigned as line circuits (PCT-type 1). The circuits
that are to be used as operator-circuit must now be deleted from the board with the OM
command DEPCTB and reassigned with the OM command ASPCTB with the correct PCT-
type.
The DLC/DOC-circuit is assigned a DNR, the operator type and traffic class as described
above.
The operator desk can also be used in operational maintenance mode to enter operator desk
commands. The same restrictions as described with the analogue operator console are also
applicable for the SUPERVISOR 30.
The transition of the operator position from the night to the day condition may be protected
by a password. This is determined by a flag in the subsignalling group for the SUPERVISOR 30.
The subsignalling group and flag are as follows:
- for the DLC-C/D, subsignalling group 1904, bit 01.

- for the DLC-U, subsignalling group 5B04, bit 01.
- for the DOC, subsignalling group 1904, bit 01.
If the flag bit is 'no' then the transition from the night to the day condition is not guarded by a
password. If the flag bit is 'yes' then the transition is guarded by a six digit password. The
password is also stored in the subsignalling group for the SUPERVISOR 30 as follows:
- for the DLC-C/D, in bytes 8... 13.

- for the DLC-U, in bytes 9... 14.
- for the DOC, in bytes 8... 13.
The password can be changed using OM command CHPMPD. To make the new password
12
active the PM must be set out of service and in service again or a warm start must be
performed. The password is the same for all SUPERVISOR 30 operator positions in the ISPBX.
The default password is 310755 (H'12, H'10, H'1A, H'16, H'14, H'14).
Table 2.1. gives the relation between the values of the bytes in the subsignalling group and the
digit that has to be keyed in.
PASSWORD DIGIT PROJECTED BYTE VALUE

1 H'10
2 H'11
3 H'12
4 H'13
5 H'14
6 H'15
7 H'16
8 H'18
9 H'19
0 H'1A
* H'1B
# H'1C
Table 2-1 SUPERVISOR 30 Passwords.
For more information about the operation of the operator position: see SUPERVISOR 30 User
Guide and SUPERVISOR 30 CE-manual.
The SuperVisor 35 is an enhanced operator console which uses a S 0bus connection. This
S0bus connection is offered by the DTX-I and next to that by a DLC-U / PNT1 combination,
by the DLC-C (or D) / PNT1 combination or by the DOC / PNT1 combination. The PNT1
must have firmware release 2.01 or higher for this application.
This section briefly describes the projecting aspects of the ISPBX; Refer to the SuperVisor 25
and 35 documentation, if more detailed information is required.
• Projecting Data
13
- Project this circuit by OM: ASPCTB, using signalling group 6005 for DTX-I / DLC-U
or 1905 for the DOC / DLC/D, PCT-TYPE 3 and HW-TYPE 255;
The signalling groups mentioned above contain bits and bytes with which the password,
transmit / receive levels, default language and enabling / disabling of downloading.
2.2.5. SUPERVISOR 50
The PC-based operator desk, SUPERVISOR 50, is connected to an operator circuit on a OIU/
AOC-board, just as the analogue operator console. Via this connection the speech and the the
call control information between the ISPBX and the operator position (PC) is transferred. The
same actions as discussed with the analogue operator console are required. System security
on the operator position is provided by means of a special key diskette which must be used to
boot the personal computer.
This operator position can also be used for OM (operator desk commands) in transparent
mode, menu driven OM or via a OM command file. The operator type is Operator Desk with
Key (type 2) with regard to the restrictions in traffic classes or facility class marks.
Via the support of directory databases and the integration of the directory services within the
normal call handling this type of operator desk offers a number of extra facilities for the
operator to make a connection to a required person. The directory database is maintained
from a 'master' workstation and distributed at regular intervals to the 'slaves'.
For more information about the operator position: see SUPERVISOR 50 User Guide (Call
Handling), SUPERVISOR 50 User Guide (System Management) and SUPERVISOR 50 CE-
manual.
2.2.6. SUPERVISOR 50E AND 50S
SUPERVISOR 50E is an Enhanced version of the PC based operator position. It has the same
functions as the SUPERVISOR 50 with the addition of messaging facilities, in combination with
SystemManager. Directory database maintenance is also enhanced; the database can be
editted from either the 'master' or any of the 'slaves' and updates are distributed as and when
they occur (real-time).
The SUPERVISOR 50S (Stand alone) is a PC based operator position. It has the same
functionality as the SUPERVISOR 50E but directory distribution and host setting are not
possible. These restrictions are licensed by means of a license number. Upgrading a
SUPERVISOR 50S into a SUPERVISOR 50E can simply be done by changing the license
agreements.
14
For more information about these operator positions: see SUPERVISOR 50E/S User Guide
(Call Handling), SUPERVISOR 50E/S User Guide (System Management) and SUPERVISOR
50E/S CE-manual.
The SuperVisor model 55 is a PC based operator position with the same functionality as the
SUPERVISOR 50E and 50S plus extra facilities. These facilities are: display of the incoming
numbers via ISDN lines and the possibility to display related information like name, adres,
company name etc.
The main difference between the SSV50(E)(S) and the SSV55 is the interface. The SSV55 is
equipped with an 1TR6 S0bus interface. The data exchange between the SSV55 and the ISPBX
is done via the D channel. The voice exchange is done via the first B channel in the S0interface.
For the voice an 1TR6 extension, P171 (DOT), is connected to the same S0bus to which the
SSV55 is connected. If the SSV55 is switched to night condition the P171 can be used as a
normal extension.
The second B channel in the (same) S0bus can optionally be applied for data distribution or to
establish an OM channel. In case this channel is used for data distribution to another SSV55 no
extra equipment (LAM or SOPHO-SET) is required. In case the second B channel is used for
data distribution to a SSV50(E) or SystemManager, at the opposite side a LAM (or SOPHO-
SET) is required. In case the second B channel is used for OM, at the ISPBX side a LAM (or
SOPHO-SET) is required to make a V.24 connection to the Clx in the Central Module of the
ISPBX.
The interface is made by means of an DTX-I or PNT1 (version 2) with DLC-U. The PPU must
be equipped with PPU package 141 or higher. The first circuit in the 2B+D interface which is
used for the S-SV 55 requires signalling group 6004. The other projecting parameters are the
same as for normal use of the DLC-U or DTX-I:
- Hardware type : 255;

- Board type : 05 for DLC-U (7/15) as well as DTX-I (7/15);
- Signalling group : Depending on the application of the PCT circuit (B channel);
6004 for the circuit which is used for the SSV55.
- PCT type : Depending on the application of the PCT circuit (B channel);
3 for the circuit which is used for the SSV55.
These parameters are assigned with OM commands ASBRDS and ASPCTB.
15
2.2.8. SystemManager-Terminal
A terminal connected to the SystemManager can also be used as a sort of operator desk. With
regard to call handling the functionality is almost the same as for the SUPERVISOR 50. On the
SystemManager-terminal the following is available: integrated call handling and directory
services.
For the voice path the SSV50 uses the voice box. In case of a SSV55 a P171 is used. The
SystemManager-terminal however does not support a voice box: the SystemManager-
operator must use a normal ISPBX extension to establish the voice connections:
- To make a call the operator uses the directory assistance. Once the required person is
found the operator only has to press a function key. The SystemManager will send both
the operator DNR and the destination number to the ISPBX. The ISPBX first makes the
operator extension start ringing. If the operator lifts the handset, the ISPBX automatically
dials the destination number. After answering the speech path between the
SystemManager operator and the destination party is established.
To relate the ISPBX extension to the SystemManager-terminal the operator must enter
the required extension DNR in the login screen for the SystemManager application
software. The ISPBX uses this extension as operator extension.
- To receive an operator call, the extension which is used as operator extension starts
ringing. After answering the speech path between the calling party and the
SystemManager-operator is established. To offer some additional functionality the
operator extension must have FCM 28 (external service display) assigned. When a call is
routed to the operator DNR the ISPBX automatically sends a message towards the
SystemManager system including the calling party identification. An interrupt top-line on
the screen of the SystemManager-terminal shows the incoming operator call. The
SystemManager searches the directory and if the calling party identification is found the
directory information is also shown on the screen.
For more information: see Enhanced Operator Facilities part in this manual.
As the SystemManager-operator uses a normal ISPBX extension it is not regarded as a regular

operator by the ISPBX. The DNR is not included in the operator service. The SystemManager-
operator is only accessed when a call is directly routed to the normal ISPBX DNR.
Furthermore the SystemManager-operator is only allowed to use the normal voice facilities as
are offered to all extension users in the ISPBX.
For more information on the SystemManager functionality and the implementation of the
facilities: see Facility Implementation Manual; Management facilities.
16
2.2.9. SuperVisor 60E
The SuperVisor model 60E (SV60E) is a PC based operator console. For the voice interface,
the SOPHO-SET P271 or Ergoline D320/4 is applied.
The SV60E occupies one 2B+D S0-interface. One B-channel in the interface is occupied by
the SV60E console. The second B-channel is used for the ISDN telephone set that is used for
the voice connection. When the SV60E is logged out, the ISDN telephone set can be used as
a normal extension.
A SV60E can be connected to the ISPBX via a DTX-I, a DLX-L (with a PNT-L) or a DLC-U
(with a PNT-1 Release 2). The interface towards the ISPBX is based on the ETSI (European
Telecommunications Standards Institute) protocol. To connect the SV60E to the S0-bus, an
ISDN card is applied in the PC.
The ISPBX must comply with the following requirements:
- SSW740/741/800 or higher
- DTX-I firmware package 203.05 or higher
- DLC-U firmware package 213.4 or higher
- DLX-L all firmware packages
- PPU package 162.06 or 262.06 or higher
- PMC firmware package 405.06 or 505.06 or higher
Note: Never connect more than one SV60E to a DTX-I, DLX-L or DLC-U board. If a SV60E is
connected to such a board, then do not use the remaining circuits of the board for CSTA
interface, trunk lines or ACD members. Use the remaining circuits only for normal
extensions.
Note: A maximum of two SV60Es are allowed per PM.
The circuit dedicated for an operator desk is assigned PCT-type 3 (Operator CircuiT-OCT).
The peripheral circuit where the operator desk must be connected, must be assigned this
PCT-type either automatically when assigning the PCT-board or manually.
The first circuit in the 2B+D interface which is used for the SV60E requires signalling group
6404.
The other projecting parameters are the same as for normal use of the DTX-I, DLX-L or
DLC-U. These parameters are assigned with operational maintenance commands ASBRDS
and ASPCTB.
Use the command CHOPDC to assign a directory number (DNR) and operator type 2 (digital
17
operator console) to the SV60E.
Use the command CHTRFC to assigned a day traffic class. The night, upgraded and
downgraded traffic classes are ignored for an operator desk.
Use the command CHDNRC to assign a directory number to the "other" circuit of the 2B+D
interface that the SV60E uses. This allows the telephone set to be used as a normal telephone
set when the operator logged out. Note that this number is not the operator DNR.
When the operator is logged in, the telephone set behaves in the following manner:
- it is only used for speech;

- the telephone ringer is not used, the SV60E uses its (PC) call buzzer;
- messages sent to the ISPBX due to buttons pressed on the telephone will be ignored.
Note that the even numbered circuit will probably come in ABL-FAIL. When an SV60E user
logs in, the odd numbered circuit will always come in ABL-FAIL. This is not a fault!
The SV60E can be used in a TCP/IP network to share the same directory. A number of
configurations are possible:
- Directory database on one master SV60E only. The other SV60E in the network share this
directory database. This gives high network load when the number of SV60Es is more than
three.
- Directory database on each SV60E. Each SV60E has its own directory database. So, it does
not need the network for enquiry of the directory. However, the contents of the
databases needs to remain consistant, and therefore an update takes place each day.
- Directory database on a server. This option is only used in large configurations.
2.2.10. Projecting Advice
To prevent degradation the reaction time of the connected SUPERVISOR 30 sets, the number
of operator positions per DLC group must be limited to two and all other connected voice and
data sets of the DLC groups must have a low call rate.
When you connect operators to a DTX-I, it is strongly recommended, that you spread the
operators over the DTX-Is in the system. It is strongly recommended to limit the number of
operators per DTX-I to one. The ultimate maximum number of operators per DTX-I is two.
To prevent further degradation, it is also recommended to place a maximum of 2 operators

per peripheral control (PPU or PMC) and that these operators should also have a low call rate.
18
2.2.11. Projecting Overview
The following table gives an overview of the supervisor consoles with the projecting
parameters.
19
BOARD-NAME PPU MODULE_TYPE SIGNALLING HARDW.
GROUP TYPE
AOC on PMC
- with SV20 AOC 0A04 255
DLC-C/D
- with PNT1-SV25 SuperVisor-30 1905 255
- with SV30 SuperVisor-30 1904 255
DLC-U (15)/(7)
- with PNT1-SV25 SuperVisor-1TR6 6005 255
- with SV30 SuperVisor-30-D 5B04 255
- with PNT1-SSV60 SuperVisor-60 6404 255
DOC on PMC
- with PNT1-SV30 SuperVisor-30D 1904 255
- with SV55 SuperVisor-1TR6 6004 255
DLX-U/L
DTX-I (15) (7)
- with PNT-L/SV60 SuperVisor-60 6404 255
OIU
20
BOARD-NAME PPU MODULE_TYPE SIGNALLING HARDW.
GROUP TYPE
- with SV20 OIU 1706 255
- with SV25 OIU 1706 255
- with SV50 OIU 1706 255
Table 2-2 Various Types of Operator Circuits
Note that the board types are not mentioned in the table. This is because the board type
depends on the overall application where the board is used for.
2.3. ASSISTANCE GROUPS IN AN ISPBX UNIT
In the ISPBX each operator is identified by its DNR. An operator is assigned to an assistance
group in order to be be accessed for assistance. So assistance groups are only assigned for
operator calls that are initiated by another party. For calls initiated by the operator assistance
groups have no meaning.
Two different relations must be defined by the system manager: The operators must be
assigned to an assistance group number and the assistance group number must be assigned to
one or more compatibility values. The compatibility value of the user determines which
operators (all operators in an assistance group number serving the compatibility value of the
user) are accessed for assistance. This facility is also used for multi-user purposes. The
operator assistance for the different types of operator calls:
A-queue: The incoming calls over a specific route are routed to an operator A-queue if
there is no DDI on the route or if there is DDI on the route and the DDI-
number indicates an A-queue prefix. The call is only routed to the operator
desks which serve the trunk line. The trunk line (route-characteristic) is
assigned a compatibility value. If an incoming call is routed to an operator A-
queue only the operators in the assistance group serving this compatibility value
are accessed for assistance. Operators in other assistance groups are not
signalled the call and cannot answer the call.
C-queue: An incoming call via an A-queue (DDI or non DDI) is assisted by the operator
and transferred to the required destination party (internal extension). If the call
is returned to the operator because the extension is busy or does not answer,
the call enters the C-queue of the same operator that answered the initial
incoming call. If this operator is switched absent in the mean time 'absent', an
operator in the same assistance group receives the call.
21
When the incalling party already selected an extension with a certain CV in a
DDI-call and the call is rerouted to the operator, the assistance group related
to the CV of the called extension is accessed.
M-queue: A group of extensions with the same CV is automatically related to an assistance
group via the relation between the assistance group number and the
compatibility values served by this assistance group. If an extension in such a
group dials the prefix for operator assistance, only the operators in the related
assistance group will see the call in the M1- (or M2-) queue.
Operators of the other assistance groups are not signalled the call and cannot
answer that call.
In the ISPBX unit, the maximum number of assistance groups is 16. Assistance groups 1 to 15
can be defined by the system manager. Assistance group 16 is the general assistance group.
This assistance group is always present and does not have to be assigned. The operators in this
assistance group receive the calls that are not directed to a specific assistance group or that
cannot be served by the operators in other assistance groups (all operators absent).
Assistance groups can be defined by assigning a number of operator DNRs to that assistance
group number. Operators that are not assigned to an assistance group are by default assigned
to the general assistance group.
Operators are assigned to an assistance group with the following OM command:
CHASOP: <operator DNR>[ ,<assistance group number>];
If the assistance group number is omitted, the general assistance group will be used. By default
all operator DNRs are assigned to the general assistance group. So when an operator DNR is
defined with the command CHOPDC, the operator is automatically assigned to the general
assistance group. If the operator must be assigned to a specific assistance group the command
CHASOP must be used.
When executing the OM command CHASOP, the operator must have the inactive status:
handset removed or the circuit in OUT or NIN.
After assigning one or more operators to a specific assistance group, this group must be
assigned to one or more compatibility values. Via this relation a user (internal extension) with
a certain CV is related to an assistance group. Since the CV is also assigned to routes, these
trunk lines are also be related to an assistance group. When an incoming trunk call is asking for
assistance (DDI call via prefix or non-DDI call via route characteristic) then the assistance
group related to the CV of the trunk is called. When a DDI call is made to an extension with
a certain CV, the assistance group related to the CV of the called extension is accessed in case
the call is rerouted back to the operator.
22
Assigning a compatibility value to an assistance group number is done with the following OM
command:
CHASCV: <CV>[ ,<assistance group number>];
If the assistance group number is omitted, the general assistance group will be assigned. By
default all CVs are related to the general assistance group. So when a compatibility value is
created with the command CRCVAL, the CV is automatically related to the general assistance
group. If the CV must be serviced by a specific assistance group the CHASCV must be used.
A compatibility value can only be assigned to one assistance group but an assistance group can
serve more compatibility values.
For calls initiated by the operator the assistance group - CV relation is not used. Operators are
allowed to establish any connection provided the dialled number is projected in the operator
dialling tree and the traffic class (day) is sufficient to dial that number.
If all operators of a specific assistance group are switched 'absent', the operators of the general
assistance group in the same unit are accessed for assistance. There will be NO rerouting of
calls from one specific assistance group to another specific assistance group or from general
assistance group to a specific assistance group. If a call is rerouted from a specific assistance
group to the general assistance group, additional assistance for the call is also offered by the
general assistance group even though an operator in the specific assistance group switches
present again.
If a call is routed to the general assistance group (directly or because there are no present
operators in a specific assistance group) and no operators are present in the general assistance
group, the night service related to that unit is accessed even though there are present
operators in another specific assistance group.
Note: The rerouting of operator calls from a specific assistance group to the general assistance
group or from the general assistance group to the night service does not imply that the
ISPBX unit is in the night condition. The unit goes in night condition if the last operator
(independent of assistance groups) in the unit switches absent. The day/night switching of
an ISPBX unit can also be implemented on the time of the day by using facility timing. The
switch times can be assigned by using the command ASFATI.
The day/night condition of an ISPBX unit is important for the traffic classes of the extensions
in that unit.
Figure 2.1. illustrates an example with the operator assistance relations within an ISPBX unit
for incoming traffic and internal operator requests.
23
Figure 2-1 Assistance Groups in ISPBX Unit.
2.4. ASSISTANCE AREAS IN AN IMP NETWORK
In the previous part the operator assistance in one ISPBX unit is explained. In an IMP network
of ISPBX units an assistance area can be created. An assistance area is actually a way of relating
the operator service from one ISPBX unit to the operator service of one or more other units
24
in the network. In fact the operator assistance group in an ISPBX unit is related to one or more
assistance group(s), with the same assistance group number, in other ISPBX units. If the
assistance area is not defined for an ISPBX unit, the unit is a stand-alone system with regard to
When a call for assistance is made to an assistance group (specific or general) where all
operators in this assistance group in this unit are absent, a search for an operator in the same
assistance group number of another ISPBX unit is started. If in that unit all operators of that
assistance group are absent as well, the next unit, that has an assistance group with the same
number, will be called until a present operator is found.
So an assistance area is a chain of assistance groups, with the same assistance group number,
available in several units in the ISPBX network. Creating such assistance areas is done per unit
and per assistance group number by specifying a so called 'Operator Availability List'. This
mechanism can also be used if there are NO operators assigned to an assistance group in a
certain ISPBX unit. The same assistance group number but in another ISPBX unit can now be
accessed for assistance via the assistance area.
By default all ISPBX units in the network are stand-alone with regard to operator assistance.
NO assistance area is defined, neither for a specific assistance group or for the general
assistance group. If an overflow of operator traffic is to be implemented the system manager
must define the assistance area(s) himself.
The assistance area can be used if there are no operators available (or assigned) in a specific
assistance group. Now a present operator in the same assistance group but in another ISPBX
unit can be accessed in stead of an operator in the general assistance group of the own unit.
An example of the configuration of assistance areas in an IMP network is illustrated in Figure

2.2.
25
Figure 2-2 Assistance Areas in an IMP network.
In the example the operator availability list can be specified as follows:
Unit 1 Assistance Group 0: If all operators in assistance group 0 of unit 1 are absent: first
look in unit 2 and then unit 3, for available operators in the
same assistance group.
Unit 2 Assistance Group 2: If all operators in assistance group 2 of unit 2 are absent: look
in unit 1 only, for available operators in the same assistance
group.
If Assistance Group 1 of Unit 1 is not mentioned in the list, it means that when all operators in
this assistance group (in this unit) are absent NO OTHER UNITS will be accessed for
assistance. The call is rerouted to the general assistance group (area) or to the night service.
26
The order in which a hunt process is directed, can be determined by the system manager. The
sequence is defined per unit and per assistance group by means of the OM command:
CHOPAV: <unit>[, [<assistance group number>]

[,<U1>[,<U2>[,<U3>[,<U4>]]]]];
<unit>: unit number from where the other units are hunted when all
operators in the assistance group are absent;
<Un>: order in which the other units are searched for a present operator. If
U4 is defined, the system will ask for more input; in total up to 13 unit
numbers can be defined in the search sequence.
Again there will be a rerouting of operator calls from a specific assistance group towards the
general assistance group but only if there are no operators are available in the assistance area.
If all operators of a specific assistance group in a unit are switched 'absent', the operators of
the same assistance group number in another ISPBX unit are accessed for assistance (if the
assistance area is defined).
If no operators are available in the entire assistance area the call is rerouted to the operators
in the general assistance group in the originating unit. Again this general assistance group can
be related to the general assistance groups of other ISPBX units (general assistance area).
If a call is rerouted from a specific assistance group (area) to the general assistance group
(area), additional assistance for the call is also offered by the general assistance group (area)
even though an operator in the specific assistance group switches present again.
If a call is routed to the general assistance area (directly or because there are no present
operators in a specific assistance area) and no operators are present in the general assistance
area, the night service related to the originating unit is accessed even though there are present
operators in another specific assistance area.
Note: The rerouting of operator calls from a specific assistance group to the general assistance
group or from the general assistance group to the night service does not imply that an ISPBX
unit is in the night condition. The unit goes in night condition if the last operator
(independent of assistance groups) in the unit switches absent. The day/night switching of
an ISPBX unit can also be implemented on the time of the day by using facility timing. The
switch times can be assigned by using the command ASFATI.
The day/night condition of an ISPBX unit is important for the traffic classes of the extensions
in that unit.
27
2.5. ASSISTANCE IN A DPNSS NETWORK
A private network with ISPBXs connected together via DPNSS1-links is called a DPNSS
network. A DPNSS network supports Flexible Operator Service.
The flexible operator service offered by ISPBXs allows three configurations of operator
assistance to be created in the network:
• De-centralised operator assistance

A call will only receive assistance in the ISPBX where the call originates. If no operators
are available in the originators ISPBX then the caller must dial the complete network DNR
of the operator required.
Set the general route option 'assistance required' to no for all DPNSS routes.
Set the general route option 'flexible operator assistance available' to no for all DPNSS
routes.
Set the 'assistance point' to source assistance.
• Centralised operator assistance
The originating ISPBX determines where operator assistance is given.
Set the general route option 'assistance required' to no for all DPNSS routes.
Set the general route option 'flexible operator assistance available' to no for all DPNSS
routes.
Set the 'assistance point' to local or external assistance.
• Distributed operator assistance
The destination ISPBX determines where operator assistance is given.
Set the general route option 'assistance required' to yes for all DPNSS routes.
Set the general route option 'flexible operator assistance available' to yes for all DPNSS
routes.
Set the 'assistance point' to nothing (source), local or external assistance.
In this case, the source PBX determines in which PBX the assistance takes place.
The tone and direct dialling in options 'action when DDI to busy extension', 'action when
DDI dial time out', 'action when DDI ringing time out', 'action when DDI to unallocated
number' and 'action when unsuccessful DDI call' must be chosen for all DPNSS routes.
The 'assistance point' must be defined (using CHCLID) for every ISPBX in the network. The
assistance point may be either:
• Local Assistance
In the "Assistance Point" parameter, you need to fill in: the cluster identity or network
DNR of the ISPBX itself. The cluster identity of the network DNR is projected in the
alternative destination dialling tree and the DDI tree related to the DPNSS route as
network access to dummy destination.
• External Assistance
28
In the "Assistance Point" parameter, you need to fill in: a cluster identity or network DNR
of another ISPBX. The cluster identity of the network DNR is projected in the alternative
destination dialling tree as network access to external DPNSS destination.
• Source Assistance
You must leave the "Assistance Point" parameter empty.
Figure 2-3 "Flexible Operator Service." illustrates the three types of assistance: local, source,
or external, available to the destination ISPBX.
Figure 2-3 Flexible Operator Service.
If a group of extensions or a bundle needs a different assistance point then the rest of the
ISPBX, then an assistance point can be assigned to a CV by OM: CHCVAP. This overrules the
assistance point of this CV, as set by CHCLID.
Besides, for every assistance point is specified whether it must first try the local operator
instead of directly going to the assistance point. This is determined by the parameter 'local
operator mark' of OM: CHCLID and CHCVAP. The local operator mark, makes it possible to
work with part-time operator: If the local operator mark is TRUE, then any call which needs
assistance will get this in the local PBX if this operator is present. If the operator has switch
absent, then assistance is given by the assistance point, instead of by the local operator.
29
The destination ISPBX determines assistance except for the following cases in which the
source ISPBX determines assistance:
- if the DPNSS route characteristic 'assistance required' is set to no.

- if the DPNSS route characteristic 'assistance required' is set to yes and 'source assistance'
has been chosen. The source PBX determines the destination PBX for assistance.
- the assistance call to the assistance ISPBX fails.
An incoming trunk call will only receive assistance on call failure in the destination ISPBX if the
trunk route option 'assistance required' is set to yes and the 'action when DDI fails' options are
set such that operator assistance results.
An incoming trunk call will only receive assistance on call failure in the source ISPBX if the
route option 'assistance required' is set to yes and the 'action when DDI fails' options are set
such that operator assistance results.
Night assistance will always be provided in the same ISPBX as operator assistance.
When LOSYSOP 015 (Reroute Do Not Disturb) is true, an internal user only receives
assistance on call failure because the called extension/group has activated Do Not Disturb.
The previous mentioned items are illustrated in the following two figures :
a) Assistance determination in the destination PBX : see figure Figure 2-4 "Assistance
determination in the destination PBX"
b) Assistance determination in the source (=destination) PBX : see figure Figure 2-5
"Assistance determination in the source (=destination) PBX"
30
Selected DDI trunk (via DPNSS) requires Internal party (via DPNSS)
assistance assistance on call failure requires assistance on
request call failure due to DND
Incoming DND and See note 5

DPNSS N N
route Re-route
assisted DND = true
Y Y
DDI-fail-diversion N
indicates
assistance
Y Clear call Clear call
Detemines See note 3

assistance point and
local operator mark
Local operator
mark=true and N
Assistance point
operator present
Y
Local Source External
Assistance Assistance Assistance
Operator or N
night extension
present
Queue at Queue at operator See note 1 See note 2

operator or night extension
Figure 2-4 Assistance determination in the destination PBX
31
Selected assistance DDI trunk requires Internal party requires assistance
request assistance on call failure on call failure due to DND
DDI N DND and N See note 5

Routed assisted Re-route
DND = true
Y Y
DDI-fail-diversion N
indicates
assistance
Y Clear call Clear call
Detemines See note 3

assistance point and
local operator mark
Local operator
mark=true and N
Assistance point
operator present
Y
Local or Source External
Assistance Assistance
Operator or N
night extension
present
Queue at Queue at operator Clear call See note 4

operator or night extension
Figure 2-5 Assistance determination in the source (=destination) PBX
Notes on the previous two figures.
Note 1
When the entry was "Selected assistance request", busy or number unobtainable tone is given.
When the entry was "Assistance on call failure" (DDI or internal party) the source PBX
becomes now the assistance determination PBX and will, depending on the trunk options and
32
projected assistance points, start COB, set up an assistance call to the specified assistance PBX
or clear the call.
Note 2
An assistance request is sent to the source PBX. The source PBX will thereupon set up an
assistance call to the indicated assistance PBX.
When for some reason queueing in the projected assistance PBX fails (eg. because no
operators and night extensions are present or the assistance call to the assistance PBX meets
congestion on multi unit or DPNSS lines), the source PBX becomes the "assistance
determination PBX". When the attempt to give assistance in the assistance point of the source
PBX also fails, the call will be cleared.
Note 3
The determination of which assistance point and local operator mark must be used, will be as
follows:
CV
Yes Is assistance point No

assigned to CV
Use assistance point and local Use default assistance point

operator mark related to CV and local operator mark
Assistance point and

local operator mark
Figure 2-6 Assistance Point and Local Operator Mark determination
Note 4
Set up an assistance call to the indicated assistance PBX.
When the attempt to give assistance in the assistance PBX fails, the call will be cleared.
Note 5
33
Call failed due to Do Not Disturb registration of the called party and system option LOSYSOP
015 (Reroute Don't Disturb) is set "'true". See section 2.5.1. "DND AND FLEXIBLE
OPERATOR SERVICE".
• Selected assistance request

Internal user calls operator over DPNSS1-route.
If a user wishes to call an operator in another cluster when de-centralised operator
assistance has been chosen then the user must dial the number starting with a prefix
resulting in res. id. 91 (network access code). After this prefix the user has to dial a string
of digits. The dialled number that is sent towards the external ISPBX consists of the
network access code and the digit string dialled by the user. The call can be routed to an
operator in the external exchange. This is dependent on the number analysis and the
internal numbering scheme in the external exchange. The total incoming digit string in the
external exchange (network access code plus digit string) must be analysed as a call to an
operator in that exchange.
Incoming calls to operator over the DPNSS1-route.
With DDI on the DPNSS1-route an incoming call can be routed to an ISPBX operator via
number analysis. The incoming number is analysed in a special DDI-tree related to the
route number of the DPNSS1-route. Here the prefixes resulting in Operator M-code
dialled general or priority or the operator DNR can be assigned. Via DDI the incoming call
can be routed to the operator M-queue.
These are however the same functions that are offered to normal analogue or digital trunk
lines. These facilities will be discussed in this manual.
If an IMP network of ISPBX units is connected to another telephone network via DPNSS1,
it acts as one ISPBX. In the IMP network the normal operator assistance facilities are
available. Normal DDI and DDO calls must be used to reach an operator in the opposite
network.
2.5.1. DND AND FLEXIBLE OPERATOR SERVICE
Calls to a DND extension (or group) can be re-routed to an assistance point according to the
Flexible Operator Service. The DND condition of the original extension is signalled on the
operator console. The operator or night extension (in enquiry) can bypass the DND
conditions of every extension located in the DPNSS network.
This facility requires that each PBX in the DPNSS network is running Call@Net 2.5 or up.
To make interworking possible between PBXs that do not support the BTNR 188
supplementary service "DND over DPNSS", NESYSOP 122 (Opposite PBX does not
support DND over DPNSS) must be set to "true". Consequences are that the signalling and
bypassing the DND condition are not supported for all type of call scenarios.
34
2.5.2. CENTRALISED SysManager FOR AEM IN DPNSS NETWORK
Since Call@Net 2.5 an Automatically Entered Message (AEM) can be dialled from any
extension in a DPNSS network and directed towards one centralised SysManager. In turn the
SysManager can, depending on the meaning of the received AEM, (de-)activate Do Not
Disturb (DND) within the DPNSS network.
The identification of the initiator of the AEM over DPNSS may not be more than 6 digits.
This facility requires that each PBX in the DPNSS network runs on Call@Net 2.5 or up.
The cluster-id of the PBX is used to indicate where the SysManager is located in the DPNSS
network. This is done using OM command :
CHTMSL:<WINDOW>[,[<LDN>][,[<CLUSTER-ID>][,<UNIT>]]];
- in the PBX where the SysManager is located :

assign the LDN related to the SysManager and omit CLUSTER-ID.
- in the PBXs where the SysManager is not located :
omit LDN but assign the CLUSTER-ID of the PBX where the SysManager is located.
The CLUSTER-ID must be defined as Network Access Code (result-id 91) and assigned to the
related destination in the tree assigned to the dial type "alternative destination dialling" and in
the tree assigned to the incoming-DPNSS tree(s).
A centralised SysManager in a DPNSS network for handling the DND requests issued by AEM
has the following performance consequences:
- the DPNSS network traffic is increased with more short virtual calls.
- the SysManager must be able to store and execute the AEM requests from the entire
DPNSS network.
In figure Figure 2-7 "Centralized SysManager" an example is given. The SysManager and
operator console (SuperVisor 60E) are located in PBX C. In this figure the numbers 1 ... 5
correspond with the actions described below. Note that there must be a separate connection
(outside the PBX) between the SysManager and the SuperVisor 60E. That means that both the
SysManager and the SuperVisor 60E must share the Phonebook over a LAN (workgroup/
domain).
35
PBX PBX
A B
1
2300
DPNSS
Network
PBX
C
2,4
3,5
SysManager SuperVisor 60E
Figure 2-7 Centralized SysManager
1. Extension user 2300 in PBX-B dials an AEM, for example the AEM to notify it's absence
until 13:00. This information is stored in the Phonebook by the SysManager connected to
PBX-C.
2. The SysManager sets the DND condition for extension 2300 in PBX-B.
3. Via the Phonebook the SuperVisor 60E (connected to PBX-C) is informed that extension
2300 is absent until 13:00.
When a call comes in for 2300, the SuperVisor 60E can now see the reason for the
absence.
4. At 13:00 the SysManager resets the DND condition for extension 2300 in PBX-B, and
5. SysManager resets the AEM in the Phonebook.
2.5.3. Flexible Operator Enhancements
In Call@Net 3.3, the Flexible Operator functionality in iSNet has been enhanced to make the
operator handling for failing calls (i.e., DDI calls that failed as result of busy or not answering)
in the DPNSS (or QSIG-iSNet) Network more convenient. Suppose a DDI call to a 'not
answering' or 'busy' party is routed for assistance via DPNSS (or QSIG-iSNet) to an Assistance
Point/Operator located in another PBX, see figure below.
36
Figure 2-8 DPNSS Flexible Operator Enhanced Transfer
When Operator answers call from C-queue, automatically a call is set up to the originally
dialled Busy or Not Answering Extension in PBX-1.The Operator can now transfer the Trunk
call to the originally dialled Extension by pressing the E-button.
This enhanced Flexible Operator functionality can be activated by means of a system option
LOSYSOP162 'DPNSS Flexible Operator Enhanced Transfer'.
When this option is "FALSE", then (in this situation) the operator has to 'press the PB-Button,
dial the bypass code, and press the E-button', in order to transfer the call (existing
functionality).
When this option is "TRUE", the operator can transfer the call to the originally dialled party by
just pressing the E-button.
Note that for Do not Disturb calls that are rerouted to the operator, the operator has still to
overrule the DND status by pressing the PB-Button and dialling the bypass code.
2.5.4. Operator Queue Diversion
Calls that are waiting too long in an operator queue will be routed to the same operator queue
in another PBX in the DPNSS (or PVN, iPVN, iSNet-QSIG) network. The function is only
available, when system option LOSYSOP 174 (Operator Queue Diversion Allowed) is TRUE
(since SIP@NET 4.1).
When a call is routed to an operator queue, then a timer is started :
37
• NETIMER 239 (max time call in operator queue)
This timer is always started, except when timer 240 is started.
OR :
• NETIMER 240 (operator queue overflow time)

This timer is started, when an A-queue is dialled, and the related A-LED starts flashing, for
the total number of calls in A-queues under the A-LED has reached the value of boundary
LOBOUND 006 (A-LED flash condition).
When the call is not answered before expiry of the timer, the call will be routed to a PBX of
which the Cluster ID is defined in boundary 430 and 431 (Operator queue diversion
destination PBX).
NOTES
1. The function is (currently) only applicable for incoming trunk calls and extension calls, so
for a Gateway PBX (for example ISDN - DPNSS). If the call is routed in this gateway PBX
to an operator, then after time out it is routed to another PBX in the private network.
Since SIP@Net 4.2 : In case the call is routed via DPNSS to an operator queue, the call
will also be diverted to another PBX (in previous releases no diversion is done).
Since SIP@Net 4.3 : This function is now also available for the Operator M and C-queue
and also for incoming DPNSS calls to an M and C-queue.
2. The function is not applicable for trunk calls that are marked as Series.
3. When system option LOSYSOP 107 (Offer Calls to Supervisors on First Announcement)
is false, and an A-queue is dialled for which an announcement is projected (announcement
on incoming trunks), then timer 239 or 240 is started after the first announcement is
played.
2.6. ASSISTANCE IN A BASIC NETWORK
A basic network is a network of ISPBXs and/or the PSTN connected together via analogue or
digital trunk or tie lines. Via these trunk or tie lines hardly any facility can be transferred
between the ISPBXs. With regard to operator assistance analogue trunk or tie lines do not
offer any facility. The ISPBXs act as stand alone systems.
Depending on the hardware used the trunk or tie lines of the basic network can be used for
incoming or outgoing calls. Incoming calls are routed to an operator queue (via number
38
analysis) as explained in 2.3. "ASSISTANCE GROUPS IN AN ISPBX UNIT". If DDI is not
possible the call is always routed to the operator assistance. If DDI is possible the call can be
routed to the operator assistance is the number analysis indicates an operator code dialled. In
case of unsuccessful DDI-calls rerouted operator assistance can be offered. Outgoing calls can
be made with operator assistance.
If an IMP network of ISPBX units is connected to another telephone network via analogue or
digital trunk or tie lines, it acts as one ISPBX. In the IMP network the normal operator
assistance facilities are available.
2.7. INTEGRATED SERVICES DIGITAL NETWORK ASPECTS
Integrated Services Digital Network (ISDN) allows a variety of equipment to be

interconnected using digital paths. This equipment includes speech, data, text, facsimile and
video, all of which require different services of ISDN. If ISPBX is used in combination with
ISDN end user equipment or another ISDN telephone exchange it is necessary that
connections made are compatible. As far as the operator is concerned this refers to
compatibility of speech connections.
Each service is identified within the ISPBX by an Internal Basic Service Category (IBSC) and a
Basic Service Profile Type (BSPT). The IBSC for operators is defined by the boundary
NEBOUND 026 as 'SOPHO speech' (IBSC=14). It cannot be changed by OM commands
once defined. The default BSPT is determined by LOBOUND 282 'Projected Voice BSPT for
Operators'. The default value of this boundary is '95'. If the IBSC of an incoming call is enclosed
in the BSPT indicated by boundary 282, the call is indentified a voice-oriented and break-in,
call waiting etc. will be possible (a far as other facilities allow it). If the IBSC is not enclosed in
the BSPT, the voice-oriented facilities will not be possible.
Refer to the Facility Implementation Manual, Networking and Routing, for full details of ISDN.
39
3. OPERATOR FUNCTIONS
3.1. ASSISTANCE TO COMMUNICATE
In this part two different type of calls are described: internal and external calls. Both types can
be processed fully automatically by the ISPBX but in some cases operator assistance is
required. Per call type both the automatic and the assisted calling aspects will be described.
The number analysis performs 4 checks to determine if the connection is allowed:
- The destination number must be included in the applicable dialling tree of the initiator;
- The traffic class of initiator must be sufficient with regard to the required traffic class as
indicated in the applicable analysis tree;
- The compatibility check must allow the connection between the compatibility value of the
originator and the compatibility value of the destination party;
- There are no other active facilities (semi-permanent via facility class mark or activated by
extension) making the connection not allowed.
By means of these instruments the system manager can define the connection allowance
between internal parties and / or trunk lines. For more information about these instruments:
see Facility Implementation Manual; Management.
In case of automatic calling by a user (internal or DDI-call) all checks are performed.
In case of operator calling the management instruments are also used:
- The destination number must be included in the operator dialling tree (dial type 2).
- The traffic class of the operator must be sufficient with regard to the required traffic class
as indicated in the operator dialling tree. Usually the operator is assigned a higher traffic
class allowing more connections.
With assisted calls the operator has a party on hold and dials the required destination
party. If the operator is allowed to dial the required destination party the operator can
transfer the party on hold to the destination party: the traffic class check between the
initiator and the destination number is not performed as the initiator did not dial the
number himself (number analysis is not performed all over again).
- The operator is not restricted by compatibility values for dialling to another party. With
assisted calls the operator has a party on hold and dials the required destination party. If
the operator is allowed to dial the required destination party the operator CANNOT
always transfer the party on hold to the destination party: the compatibility value check
between the CV of the initiator and the CV of the destination party is performed as if the
initiator dialled the destination number himself. If the transfer is not allowed (CV-CV
connection not allowed) the operator can use the bypass facility to make the connection
40
possible.
- Other active facilities may be bypassed by the operator and the operator is still allowed
the connection.
With assisted calls the operator has a party on hold and dials the required destination
party. After bypassing the active extension facility the operator is allowed the connection.
Now the operator is allowed to transfer the party on hold to the destination party without
any further check by the ISPBX.
Note that the operator cannot transfer a call if the connection is not allowed because of a long
line or ELC barred check. A buzzer burst and a connection not allowed indication is given.
3.1.1. Internal Call
Both the originating and the destination party are located in the same unit (single unit system)
or in the IMP network of ISPBX units and are therefore called internal parties.
• Automatic Calling
The ISPBX receives the dial information from the originating party, analyses the number
and establishes a bi-directional speech path between the originating and destination party
via the switching network.
Usually no operator assistance is offered with this type of telephone call. To make the
automatic internal call possible, the calling extension must be allowed to call the required
directory number of the destination party with regard to the management instruments.
Internal calls made via automatic calling are NOT rerouted to the operator in case of
unsuccessful call set-up. The originating party will only receive busy or number
unobtainable tone.
The only exception to this rule is an internal call to an extension which has the 'Do Not
Disturb' facility active and the system option LOSYSOP 015 (rerouting of do not disturb
calls to operator) is 'yes'. An internal call towards such an extension is rerouted to the
operator when the 'do not disturb' extension is idle or busy.
When the call is answered by the operator both the calling and the called party are
displayed. The operator can see which extension is set for do not disturb via the additional
information sent to the operator desk. The operator can bypass the Do Not Disturb mark
by switching to the called party (where the do not disturb facility is active) and dial the
prefix with res. id. 59 (bypass code). This bypass code must be assigned in the postdialling
analysis tree (dial type 3). If the do not disturb extension is idle, the telephone set starts
ringing. If the do not disturb extension is busy, the the operator receives busy tone and can
break-in.
An extension with FCM 24 (don't disturb) assigned to the DNR has the 'Do Not Disturb'
facility semi-permanent active (facility can only be deactivated by removing the FCM).
The facility can also be activated by the extension user himself if FCM 25 (Don't disturb
entitled) is assigned to the DNR and the user dials a prefix with res. id. 66 (set do not
41
disturb). To deactivate the facility the user dials the prefix with res. id. 67 (reset do not
disturb).
• Operator Assistance
Operator assistance is possible for internal calls. Because there will be no rerouting applied
for internal calls (except with do not disturb marks) the extension user must initiate the
operator call himself.
The originating party dials the operator. The operator answers the call, dials the
destination DNR and transfers the originating party to the destination party either before
or after answering by the destination party. In case the destination party is busy the
originating party is entered in the camp on busy queue of the destination party after the
transfer.
In this sequence two stages of the extension number analysis can be bypassed:
- The destination DNR is not included in the dialling tree of the originating extension;
- The traffic class of the originating extension is insufficient.
If the originating party is allowed to dial the operator and the operator is allowed to dial
the destination party, either of the stages is overruled and the connection between the
originating and the destination party is allowed. The operator can establish the connection
via a normal call transfer.
If the operator has established an internal call as described above, the call is not monitored
for operator assistance any more. The ISPBX regards it as an normal internal call. If the call
is transferred before answering of the destination party and the call is not answered after
a period of time, the call is not rerouted back to the operator. The same applies for an
internal call that was placed in COB by the operator. The usual timers are used for
guarding the time period an extension keeps ringing or a call stays in a COB queue.
For another management instrument (other active facilities) the operator can use some
operator facilities to overrule the active facility.
If an extension has the Do Not Disturb facility active, the operator can bypass this mark
and break-in if the extension is busy or make the telephone set ring if it is idle.
If an extension is busy and has the Break-In Protected facility active, normal extensions
cannot break-in on the connection. The operator however can overrule the protection
and break-in on the connection.
The data protected mark cannot be bypassed even by the operator.
For the last management instrument (compatibility allowance between CVs not allowed)
the operator has the bypass facility as the instrument to bypass the compatibility check. If
the operator has a party on hold and the operator dials the second (internal) party and the
compatibility check does not allow the connection between the hold and second party,
bypass tone is given to the operator. Now the operator can dial the bypass code (prefix
with res. id. 59) and the internal party starts ringing (or COB) is started. The operator can
transfer the internal party to the party on hold. The bypass code must be assigned in the
postdialling analysis tree (dial type 3)
Bypassing an external (trunk) party is not possible.
42
In case of assistance groups, the mechanism is the same but the call is routed over the
network to another operator.
3.1.2. External Call - General
With external calls the originating and the destination party are located in different networks.
Usually an external call involves an internal party (located in the IMP network of ISPBX units)
and an external party which is located in another telephone network (in another ISPBX or in
the PSTN).
In some cases an external call involves two external parties. Now the ISPBX acts as a transit
exchange between two external networks.
An external telephone network (ISPBX or PSTN) is connected to the ISPBX via an analogue
or digital trunk or tie line. The ISPBX establishes a connection between the internal party and
the trunk line. The external network establishes a connection between the trunk line and the
external party. Via the trunk line the two parties can communicate.
The involved networks (ISPBX network and the external network) use a certain type of
protocol on the trunk line to indicate when a call via the trunk line is to be initiated or cleared
and to which destination party. This is called signalling.
By means of line signalling the networks indicate the seizure and clearing of a trunk or tie line
between the networks. The type of line signalling depends on the interface hardware (ATU-
analogue trunk unit or DTU-digital trunk unit) used in the networks.
After a trunk or tie line is available between the networks two different situations occur:
- In case the trunk or tie line ends at an operator position the line signalling is the only
signalling used. The operator notices the trunk line is seized and answers the call. By
speaking to the operator the calling party indicates the destination party. The operator
takes care of establishing the connection between the trunk line and the destination party.
- In case of automated call routing in networks, the networks interchange dial information
and by analysing the dial information the receiving network establishes the necessary
connection between the trunk line and the required party. The interchange of dial
information is performed via register signalling. As a matter of fact, this signalling mainly
depends on the type of hardware used in both networks.
For more information on the types of interface hardware and signalling: see Facility
Implementation Manual; Networking and Routing.
If assistance is to be offered to trunk lines the general route characteristic - general option
'assistance required' must be 'yes'.
43
3.1.3. Outgoing Call
The originating party is an internal party located in the unit or IMP network, while the
destination party is an external party located in another telephone network (another ISPBX or
the PSTN). Here only the operator assistance in the ISPBX is regarded. If the trunk line in the
external network is assisted, the operator assistance in the external network is not discussed.
With automatic calling an ISPBX party indicates he wants to make a call to a party outside
the ISPBX network by dialling a prefix with res. id. 21 (trunk access code). The ISPBX uses
line signalling to seize a trunk line to the appropriate external network.
Register signalling is used to pass dial information from the calling party onwards to the
external network (either directly or regenerated by the ISPBX). The ISPBX now
establishes a connection between the calling party and the trunk or tie line. The external
network analysis the dial information and establishes a connection between the trunk or
tie line and the destination party. After answering a transparent path is available between
the originating and destination party.
This automatic calling is referred to as Direct Dialling Out (DDO). A DDO call is also
restricted via the management instruments. The route which is to be used is assigned a
compatibility value. Number analysis and traffic class check are now performed even
twice: first if the user is allowed to dial the trunk access code (in initial or enquiry dialling
tree) and second if the user is allowed to dial the external number (analysed in the DDO-
tree related to the destination indicated by the trunk access code).
If an extension is allowed to make the DDO call, the call is not guarded for operator
assistance. In case of an unsuccessful call set-up, the call is not rerouted to the operator
position. The normal call set-up timers for an outgoing call are used for guarding the call
set-up phase.
If one of the management instruments does not allow DDO (usually traffic class check) an
internal party can make an outgoing call via the operator: initial operator assistance. The
operator can again overrule some management instruments: trunk access code not
included in extension dialling tree; extension traffic class insufficient to dial trunk access
code or external number. (In case of CV-CV incompatibility bypassing is not possible for
DDO calls.)
The extension user dials the operator. The operator answers the call, places the extension
on hold and dials the trunk access code towards the external network and the external
number. The trunk line is now transferred to the extension. The ISPBX establishes a
transparent connection between the trunk line and the extension. From this moment
onwards the assisted outgoing call is not monitored for operator assistance any more
except when the trunk line was marked as a series or urgent call by the operator.
If the extension user is in speech condition with the trunk and transfers the trunk line to
44
another party, the new call is again guarded for operator assistance. So if the trunk line was
transferred without waiting for the destination party to answer, the call is rerouted to the
operator assistance after expiry of a timer. The same applies if the trunk line was entered
in a COB-queue for a busy extension after the transfer.
If the trunk line does not support register signalling, line signalling is used to seize a free line
towards the external network after an internal party or internal operator has dialled the trunk
access code. The trunk line now ends at an operator position in the external network. This
operator must establish the connection to the required destination party.
3.1.4. Incoming Call
The originating party is an external party located in another network while the destination
party is an internal party located in the ISPBX network. Here only the operator assistance in
the ISPBX is regarded. If the trunk line in the external network is assisted, the operator
assistance in the external network is not discussed.
The external network has established a connection between the calling external party and
the trunk or tie line towards the ISPBX network. Via line signalling the ISPBX is informed
about the incoming call.
Via the register signalling the ISPBX receives dial information from the external network
via the trunk line. Now the dial information is analysed in the DDI analysis tree and used
to establish the connection between the trunk line and the ISPBX extension.
This automatic calling is referred to as Direct Dialling In (DDI).
A DDI call is also restricted via the management instruments as discussed. The route is
assigned a compatibility value and in the DDI-options a traffic class is assigned to a DDI-
call. These characteristics are used together with the DDI-analysis tree to determine if the
connection between the incoming call and the ISPBX extension is allowed.
If a DDI call is unsuccessful (incoming dial information not assigned in DDI-tree,
connection not allowed due to compatibility value or traffic class, ISPBX extension busy or
does not answer, ISPBX extension protected for DDI-calls or set for Do Not Disturb) the
call can be rerouted to the operator desk for rerouted operator assistance. The operator
can answer the rerouted call. Via the additional information the operator is informed about
the reason the call set-up is unsuccessful and which was the initial dial information of the
indialling party. The operator can establish the connection with the same or with another
internal party, if necessary by overruling certain management instruments.
The system manager can define the rerouting to the operator assistance is to be invoked
in case a DDI call set-up is unsuccessful via the incoming route characteristics - DDI-
options.
For more information: see Facility Implementation Manual; Networking and Routing.
45
As discussed above the rerouted operator assistance can be invoked in case of automatic
incoming calls.
Initial operator assistance with incoming calls is possible in two situations.
- If register signalling is supported the ISPBX receives dial information from the external
network via the trunk line. The dial information is analysed in the DDI tree and
indicates a connection to an ISPBX operator. The system manager must assign the
correct operator number (DNR or prefix) in the DDI-tree related to the incoming
route. The traffic class of the trunk line and the traffic class of the operator prefix in
the DDI-tree determine if the connection is allowed. The compatibility value of the
trunk line determines on which operator positions the call is announced. Only
operators serving the applicable compatibility value can answer the incoming call. For
more information: see assistance groups in previous chapter.
The operator answers the call and establishes the connection with the required
destination party, if necessary by overruling certain management instruments. Such an
assisted incoming call remains marked for operator assistance. So if the call set-up to
the required destination party is still not successful (for instance destination does not
answer) the call is rerouted back to the rerouted operator assistance. The call is
rerouted to the same operator assistance as where the initial operator service was
offered. If this operator is not present any more, the call is rerouted to other operator
positions.
- If register signalling is not supported, an operator in the ISPBX must answer the call
when the trunk line is seized via the line signalling. In the incoming route characteristics
the system manager can define in which A-queue the call has to be entered. The
compatibility value of the trunk line determines on which operator positions the call is
announced. Only operators serving the applicable compatibility value can answer the
incoming call. For more information: see assistance groups in previous chapter.
After the operator has answered the call a transparent speech path is available and the
operator can speak to the calling party. Via this connection the operator can establish
a connection between the trunk circuit and the required destination party. The call
remains monitored for operator assistance. So if the call set-up to the required
destination party is still not successful (for instance destination does not answer) the
call is rerouted back to the rerouted operator assistance. The call is rerouted to the
same operator assistance as where the initial operator service was offered. If this
operator is not present any more, the call is rerouted to other operator positions.
Rerouting is only possible for assistance marked (general options) routes and series/urgent
marked trunk lines.
3.1.5. Transit Call
Both the originating party and the destination party are located in an external network. This
46
can be in the same network but also in different networks. Here only the operator assistance
in the ISPBX is regarded. If either of the trunk lines in the external network(s) is assisted, the
operator assistance in the external network is not discussed.
This type of call is actually a concatenation of an incoming and an outgoing call.
Via a trunk line a call arrives at the ISPBX network (incoming call).
If register signalling is supported, the originating party sends dial information towards the
ISPBX via the incoming trunk line. The destination number is analysed in the DDI-tree
related to the incoming route and indicates an outgoing call via another trunk line (trunk
access code). The ISPBX now establishes the transit DDO call. After establishing the
transit connection the call is not monitored for operator assistance any more.
Establishing the DDO-call is only possible if the management instruments allow the
connection. If the DDO-call is not possible the call can be rerouted to the ISPBX operator
for assistance. This depends on the route characteristics of the incoming DDI-route. It is
regarded a non-successful DDI-call by the ISPBX and the DDI-options determine the
invoked action.
As discussed above the rerouted operator assistance can be invoked in case of automatic
transit calls.
Initial operator assistance with transit calls is possible in two situations.
- If register signalling is supported the ISPBX receives dial information from the external
network via the trunk line. The dial information is analysed in the DDI tree and
indicates a connection to an ISPBX operator. The system manager must assign the
correct operator number (DNR or prefix) in the DDI-tree related to the incoming
route. The traffic class of the trunk line and the traffic class of the operator prefix in
the DDI-tree determine if the connection is allowed. The compatibility value of the
trunk line determines on which operator positions the call is announced. Only
operators serving the applicable compatibility value can answer the incoming call. For
more information: see assistance groups in previous chapter.
The operator answers the call, shuttles to the other side of the operator desk and dials
the required trunk access code and the external number. Before or after answering of
the external party the operator transfers the incoming trunk line to the outgoing trunk
line.
If a transit call is established the call is not monitored for operator assistance any more.
- If register signalling is not supported, an operator in the ISPBX must answer the call
when the trunk line is seized via the line signalling. In the incoming route characteristics
the system manager can define in which A-queue the call has to be entered. The
compatibility value of the trunk line determines on which operator positions the call is
announced. Only operators serving the applicable compatibility value can answer the
47
incoming call. For more information: see assistance groups in previous chapter.
After the operator has answered the call a transparent speech path is available and the
operator can speak to the indialling party. Via this connection the operator can
establish a connection between the trunk circuit and the required destination party
which is also an external party. The operator dials the required trunk access code and
the external number and transfers the incoming trunk line to the outgoing trunk line.
If a transit call is established the call is not monitored for operator assistance any more.
Note: With DPNSS networking other telephone networks are connected to the IMP network of
ISPBX units via DPNSS1. Although such a connection is actually a trunk or tie line, the party
in the other telephone network is regarded as internal ISPBX party. So, assistance is
possible for DPNSS parties.
3.2. OPERATOR QUEUES
A call to the operator is automatically placed in a queue by the ISPBX. The initiating party
receives ringing tone. At the same time the operator is notified (visibly and optionally audible)
the call is in the queue. By pressing the key related to the queue the operator can answer the
call and a speech connection between the operator and the initiating party is established.
By using different queue types the operator can see the originator of the call (internal or
external). When calls are rerouted to the operator desk (unsuccessful call set-up) the operator
can also see why the call is unsuccessful.
Within an operator queue more calls can be stored. This prevents users from dialling again and
again to the operator for assistance. Now the call stays in the queue until the operator is able
to serve the call. Each queue also contains a priority order. A call with a higher priority is
served sooner than a call with a lower priority even though that call has waited longer in the
queue.
To avoid the situation that callers keep the incoming lines occupied longer than needed, a
system option 'Offer call to supervisors at first announcement' can be set 'true'. When this
system option (LOSYSOP 107) is true, calls are offered immediately to the operator.
It is possible to define IAS announcement messages that can be played for various occasions
when external calls arrive at the operator queues (command CHANNO). In this case the call
is offered and signalled to the operators after the first complete announcement is finished.
Only the repeated announcements can be interrupted.
Music On Hold (since Call @Net 2.7)
In case a party on the operators' A-queue is put on hold and Music on Hold (MOH) is used,
48
the MOH-source depends on the relation between the dialled number (leading to the A-
queue) and the Compatibility Value (CV). Note that this CV-value also may be used for the
selection of an Assistance Group.
This relation is made by OM command ASINTN e.g.
ASINTN:31,911,,49,1,6;
means: when in tree 31 number 911 is dialled, it will arrive at the A1-queue (Result-ID 49 =
Operator A-queue) and it will be associated with CV=6.
MOH-source selection can be done by means of CV. This is described in the Voice Facilities -
Explained. The announcement function allows different continuous announcements to be
played as MOH from an IAS board but there must be a relation between an announcement
number and the MOH-resource that corresponds to the IAS circuits.
These relations are made by OM command CHANNO e.g.
CHANNO:7,4,2011,13,3;
means that a relation (MOH=7) is established between announcement 4 and the MOH-IAS
on EHWA -2011,13,3.
There is a general announcement number which is played when an Analysis Group, not
assigned to a MOH resource, calls for a MOH or if there is no announcement number relation
existing for the MOH resource.
3.2.1. A-Queue
The A-queue is only used for incoming calls to the ISPBX system via a trunk or tie line. In the
ISPBX 16 A-queues are available. The number of A-queue indicators (also referred to as A-
lamps) on an operator desk is 4. On the SV20, these are numbered A1, A2, A3 and A4. On the
other SuperVisor consoles, they are not numbered, but have the same function. Each of the
16 A-queues is allocated to one of the A-queue indicators. The answering priority of the A-
queues is projectable for each operator desk. It is possible to define which of the A-queues is
related to which A-lamp using OM command CHQLMR. The A1-key is always related to the
A1-lamp, the A2-key to the A2-lamp, the A3 key to the A3-lamp and the A4-key to the A4-
lamp.
There are two ways to enter a call in an A-queue:
• A call arrives over a trunk line without DDI

If a call arrives over a route without DDI no number analysis can be performed. The call
49
is now entered in an A-queue for operator assistance. In the incoming route characteristics
- incoming options (see Facility Implementation Manual; Networking and Routing) the
system manager must define which A-queue is to be used for a call that arrives over that
particular route. Depending on the compatibility value of the route the call is only signalled
on the operator desks that are dedicated for assisting this CV via a specific assistance group
as discussed in the previous chapter. If the compatibility value is not assigned to a specific
assistance group, it is automatically routed to the general assistance group.
If no operators are present, the call is routed to the night service (INE, SCNE, MCNE,
CANS).
Note that if a PLE is assigned to a trunk line, the incoming call is routed first to the PLE.
Only if the PLE is not able to handle the call, the call is rerouted to the applicable operator
A-queue.
• A call arrives over a trunk line with DDI

The received DDI information will be analysed in the appropriate DDI-analysis tree
assigned to the route (see facility Implementation Manual; Networking and Routing). The
DDI dial information now indicates directly to a specific operator A-queue. After the
operator has answered the call, the dialled digits that lead to the A-queue result IDs are
displayed on the PB display.
The prefix must be assigned in the applicable DDI-analysis tree with the ASINTN
command with with res. id. 48 (A-general queue - actually the call will arrive in the A16-
queue) or res. id. 49 (operator A queue, parameter 'dest/number' indicating the A-queue
required).
Depending on the compatibility value of the route the call is only signalled on the operator
desks that are dedicated for assisting this CV via a specific assistance group as discussed in
the previous chapter. If the compatibility value is not assigned to a specific assistance
group, it is automatically routed to the general assistance group.
If no operators are present, the call is routed to the night service.
If an incoming call over a particular route is waiting longer then a projectable period of time in
an operator A-queue, the call can be rerouted from the operator to an OVE (overflow
extension). The overflow extension is related to one or more route numbers. The time period
can be defined by means of NETIMER 032 (reroute to overflow extension time). Obviously
the overflow extension must be defined. In the chapter on special assistance, the overflow
extension is discussed in more detail.
Each A-queue indicator, A1-, A2-, A3 and A4, can hold a number of calls. If a projectable
threshold is exceeded, the concerning A-LED starts flashing. This threshold is defined in
LOBOUND 006 (max number of waiting incoming calls after which the A-LED starts flashing).
The default relations between the stacking of calls in the various A-queues and the answering
50
priority of the calls are indicated in Figure 3.1.
Figure 3-1 Operator A-Queues in an ISPBX (default setting).
3.2.2. A - Lamp Indicators
Since SIP@Net 4.2 the number of A-queue indicators (also referred to A lamps) on the
operator console (used to signal and answer calls to A-queues) can be expanded from 4 to 7
lamps. To this end the existing U2, U3 and U4 lamps are used as the A5, A6 and A7 lamps.
This functionality is possible for the SuperVisors 25, 30, 35 and 60. However, queue length
indication on the A5, A6 and A7 lamps is only possible on the SuperVisor 60 release 3.5.0 with
patch SV03 onwards.
Existing lamp configuration
A1 A2 A3 A4 U1 U2 U3 U4 C W M1 M2
New lamp configuration
A1 A2 A3 A4 U1 A5 A6 A7 C W M1 M2
Programming of the A5, A6 and A7 lamps is done in the same way as the A1 ... A4 lamps, using
OM command CHQLMR.
51
3.2.3. A - Queue Information over DPNSS
In case of Centralized (Flexible) Operator assistance in a DPNSS/(i)PVN network the following

applies with respect to A-queue calls :
• For A-queue calls (A1 … A16) routed from satellite PBX (no operator) to the main site
(operator), only A-queue types A1 … A3 are mapped correctly.
The other A-queues A4 … A16 are all mapped to A16.
Since SIP@Net 4.3 A-queue information is sent over DPNSS. This means that the A-queue
specified for the incoming route on the satellite PBX, for example A6, will appear in the A6-
queue of the operator in the main PBX.
3.2.4. C-Queue
The C-queue is used for situations where a call to an extension was not successful. The call
will be rerouted to the operator desk for rerouted operator assistance. The call will now
arrive in the operator C-queue.
The rerouting can be performed for unsuccessful incoming DDI-calls and for incoming calls
that were assisted by the operator before. The rerouting option for DDI-calls (that were not
answered yet) is dependent on the assistance mark and on the DDI-options Of the incoming
route characteristics.
Outgoing calls will be routed to the C-queue if the outgoing call was made with operator
assistance and the operator has marked the call for tax metering. Also outgoing calls that are
transferred by an extension (but the call set-up to the new destination is not successful) are
returned to the operator C-queue. Series outgoing calls and outgoing calls marked for urgent
(see 3.2.6. "U-Queue") also enter the operator C-queue.
Calls that can be returned to the C-queue are:
1. Recall 'on hook' situation: a situation where an internal party, in enquiry, goes on hook. The
system option Recall On Hook decides if the call is routed to the operator. After answering
of the operator, the last connected party to the trunk line is displayed on the PB-display.
For more information: see basic operator facilities.
2. Recall 'not on hook' situation.
3. Direct Dialling In parties calling an extension that did not answer (ringing timeout). When
the DDI-number analysis is complete and the destination number is an internal ISPBX
extension, the extension starts ringing. If the call is not answered within a specified time
period the call is rerouted to the operator C-queue.
For more information: see basic operator facilities.
52
4. Direct Dialling In parties not getting a connection with the requested party because of
other reasons then a ring timeout - The rerouting is performed the moment the
unsuccessful call set-up is encountered. Examples of such a unsuccessful call set-up are:
number not valid, traffic class DDI-call (route characteristics - DDI-options) not sufficient,
extension has FCM 07 (indialling barred), busy.
5. Taxmetering results.
If an assisted outgoing call is marked for taxmetering by the operator, the taxmetering
results of the call return in the operator C-queue. When the operator answers the call,
first the calling party (DNR) is shown in the display. After pressing the key 'Mark for
Taxmetering' (name is different on the various operator consoles, see User Guide), the
number of pulses for the marked call are displayed.
6. Calls connected through by the operator, but the called party is still busy after a
projectable time interval. For more information: see basic operator facilities.
7. Calls connected through by the operator, but the called party does not answer within a
specified time period. For more information: see basic operator facilities.
8. Preferred calls are calls that were made as individual calls to the operator (M-queue) but
failed. Then the call appears in the C-queue.
9. Series Calls.
An external call (incoming or outgoing) can be marked as 'Series Call', by the operator, to
indicate that when the current call is terminated the call must return to the operator C-
queue for a following connection with another party. When the operator answers the call
the line and route number of the trunk line and the DNR of the last connected party are
displayed and the operator can make the next call of the series call.
These 9 different situations are separated queues, but they appear on the SuperVisor console
as one C-lamp. However, the priorities for these queues can be changed by means of OM
command CHCQPR. The example above gives the default order, the first one has the highest
priority.
C-Queue types 0, 1, 2 and 3 will be displayed on all operator consoles. The other types of C-
queues appear at the operator console from where it was initiated.
3.2.5. M-Queue
In the ISPBX, there are 3 M-queues, M1, M2 and the M-individual queue. At the operator
console, there are 1 or two M-queue indicators.
The M-queues are normally used for internal parties asking for operator assistance. The party
must dial a certain prefix. The prefix is analysed in the appropriate analysis tree. Normally the
prefix is only assigned in the initial and enquiry dialling tree for the ISPBX extensions but it may
also be assigned in the DDI-tree for a specific route. The prefixes must be assigned with the
ASINTN command. Three situations can appear:
53
1. Parties dialling the prefix with res. id. 11 (operator M-code dialled general) from an
extension which has FCM 11 (preference to operator), or extensions dialling for operator
assistance via the prefix with res. id. 47 (operator M-code dialled priority). If the system
option LOSYSOP 025 (flashing M-LED required on preferred calls) is 'yes' this type of call
will be signalled on the operator desk with the flashing of the M-LED;
2. Parties asking for assistance using the normal prefix with res. id. 11 (operator M-code
dialled general) in initial or enquiry dialling. This type of call will be signalled on the
operator desk with a steady M-LED;
3. Parties dialling the Operator DNR itself are put in the M-individual queue. If the system
option LOSYSOP 023 (M-individual LED flash condition) is 'yes' this type of call will be
signalled on the operator desk with the flashing of the M-LED.
Again the mentioned order is the default priority (preferred, normal and individual) within the
M-queue. The priority can be changed with the OM command CHMQPR. It is possible to
define what type of call, preferred, priority or individual, is routed to each M-lamp using OM
command CHQLMR.
Internal calls to an extension with the Do Not Disturb facility active (provided the applicable
system option is true: see internal assistance) are also routed to the M-queue.
3.2.6. U-Queue
This queue is not really a queue. It can contain one call only. However there are four of these
'one call' queues. It depends on the operator console, whether only the first of these four U-
queues is visible or all four.
If an incoming or an outgoing call is made via the assistance of an operator, the external call
can be marked as urgent. The marked call is entered in the U-queue.
If the operator receives an important call via a trunk or tie line and transfers the call to an
extension, the operator can press a special key. Depending on the supervisor console type this
can be the: U-key, the 'individual monitored call' key or the 'Urgent key'. The UA-LED or a
special 'icon' on the display indicates that the marked trunk is in the U-queue. At any time the
operator can press the Ua-key or the softkey related to the 'icon'. The trunk and the
connected party are displayed and the operator is able to listen-in, break the connection etc.
If the connection is released, the upper UA-LED or the special 'icon' clears.
If for any reason (no answer, series call, operator dialled) the call is returned to the operator,
the lower UA-LED lights up too or the 'icon' starts blinking and the operator can answer the
call by pressing the UA-key or the softkey related to the 'icon'. The trunk line can be
transferred to another extension. The trunk line remains marked.
54
3.2.7. W-Queue
Parties can be placed on hold by the operator. This happens when the operator switches from
A-party to B-party, to inform the B-party about the call that is going to be connected. In the
other case a party is placed in the W-queue where it has to wait for further assistance by the
same operator again. The call that is placed in the wait queue first, by pressing the WI-key, will
come out first as well, by pressing the W-key.
By successively pressing the W-key the operator can step through the W-queue. This way the
operator can search for the required party in the queue. However, this is only possible if there
is no other party in the PA/PB display.
Since Call@Net 2.8 the call buzzer on a SuperVisor console can be activated when the
operator parks the call in the W-queue : to this end LOSYSOP 133 must be set to TRUE.
3.2.8. Queue Length Indication
The length of the A1, A2, A3, A4, M1, M2, W and C queues can be indicated at the operator
desk, if the operator desk has a suitable display. The queue length display is updated when a
new call is placed in or removed from the queue (unless the maximum queue length has been
reached) or at the moment an operator becomes operational.
• Hardware
This facility is only available for the SUPERVISOR 30, 35, 50(E)(S), SV55 and SV60E.
• Projecting Data
NEBOUND 103-Maximum length of queue indication (maximum 15).
3.3. OPERATIONAL MAINTENANCE
Via the operator desk some operator desk commands can be entered for displaying or
changing ISPBX system data. These commands perform the same functions as the OM
commands that are entered via an OM-terminal. As the commands must be entered
numerically via the keypad of the operator desk only commands that do not require a
password can be entered via operator desk commands.
The commands that can be entered via the operator desk are registered in the Operator Desk
Commands manual.
The operator desk commands can only be entered after starting an OM-session. Via the
operator desk an OM-session is started after pressing the AM-key. The display shows that the
ISPBX is waiting for commands. After pressing the AM-key again the OM-session is ended.
With the SUPERVISOR 50(E) and the SuperVisor model 55 (with Host Setting license) menu
55
driven OM commands can be executed. The SSV50(E) and SSV55 offers a menu with possible
OM-actions. After entering the required action and the parameters, the SuperVisor will
analyse the action and send the correct operator desk commands towards the ISPBX.
As the operator desk can be used for example for assigning facility class marks to DNRs or
change the traffic classes for a DNR these actions can be restricted. An operator is only
allowed to perform these actions if the applicable traffic class or facility class mark is set to
UNRESTRICTED for the operator desk.
An operator desk can be used as two types of terminals with regard to traffic class and facility
class mark restrictions. The operator desk operates as Terminal Type 1 if the key is not
inserted and it operates as Terminal Type 2 if the key is inserted. This way the sets of
unrestricted traffic classes and facility class marks can be different for both terminal types. A
chief operator (with key) is allowed to assign another set of traffic classes and facility class
marks as a normal operator (without key).
In most circumstances the operator desk will only be used for operational maintenance in case
of unexpected behaviour of the system. It is a sort of backup system for operational
maintenance. For instance:
- The operator desk can be used to set an OM-terminal back into service in case the last
OM-terminal is not operational due to an error or fault;
- The operator desk can be used to read out the system identification and the software
release of the ISPBX;
- The operator desk can be used to read out the alarm reports in case of major, minor or
blocked alarms;
- The operator desk can be used to assign traffic classes or facility class marks to a DNR
(restrictions).
3.4. ALARM MONITORING
The ISPBX major, minor and blocked alarms can be signalled on the operator desk via the
LEDs or the display of the operator desk. The major and minor alarms can also be notified via
a buzzer alarm. Via the appropriate operator desk commands the operator can readout the
alarm information via an OM-session.
The system manager must define the operator desk as alarm routing destination. For more
information on the routing of alarms: see Facility Implementation Manual: Management.
If the operator desk is the alarm routing destination and a new alarm is generated, the
operator desk LED is switched on (SV20) or the Alarm icon is displayed (all other SVs) and the
buzzer is activated. The operator has to confirm the alarm by pressing the appropriate key to
56
deactivate the buzzer. The activation of the buzzer cannot be bypassed. The alarm indication
(LED or 'icon') remains switched on until the alarm is solved.
If a second alarm of the same type appears, the new alarm is not notified on the operator desk
if the first alarm is still present.
3.4.1. Single Unit Network
In a network consisting out of a single ISPBX unit more operator positions might be present.
In such a system the alarm signalling on operator desks is not related to assistance groups. As
soon as an alarm is generated, the alarm is routed to ALL operator positions in the ISPBX unit.
As soon as one operator confirms the alarm by pressing the 'alarm buzzer off' key, all buzzers
are deactivated.
The operator alarm signalling will only be performed on the operator positions that are in the
day condition. If an operator position is in the night condition the LED or alarm 'icon' and the
buzzer of the operator desk are not activated.
If an alarm is present (and not yet de-activated by another operator in the unit / IMP network)
and an operator desk is transferred from the night to the day condition, the buzzer of that
operator desk is activated. Pressing the 'alarm buzzer off' key is sufficient to confirm the alarm
and the buzzer is deactivated.
The default alarm routing of the ISPBX unit is indicated by system boundary LOBOUND 099
(default alarm distribution). Via the CHBOUN command the value of the boundary can be
changed in an operational system but a hotstart has to be performed to make the change
active.
- If the boundary is assigned the value 0, alarms in an ISPBX unit are always routed to an
alarm contact for connecting an external alarm device (depending on the system type, the
alarm contact is available at the CIE board). If the applicable alarm contact is activated the
alarm is signalled on an external device (usually alarm box). The contacts (both normally
open and normally closed contacts are available on the relay) are available on F122 front
connectors on the CIE boardwhich can be connected to the MDF.
- If the boundary is assigned the value 1, alarms in an ISPBX unit are always routed to the
operator desks. If an alarm is generated and there are no operator consoles in the day
condition, the alarm remains unnoticed until one operator position is transferred from the
night to the day condition.
- If the boundary is assigned the value 2, alarms in an ISPBX unit are routed to the operator
desks. However if an alarm is present and there are no operator consoles in the day
condition, the alarm is rerouted to the relays contacts for connecting an external alrm
device. If one of the operators returns to the day condition again the alarm is returned to
57
the operator desk.
- If the boundary is assigned the value 3, alarms in an ISPBX unit are routed to both the
operator desk(s) and to relay contacts to control an external alarm device.
Via the OM command REROUT the alarm routing can be influenced. Via this command the
alarm signalling can be set to:
- Suppress all: No alarms are signalled on the operator desk(s).

- MDF: Alarms are always routed to the relays contacts available at the CIE. The
alarms are not routed to the operator desks any more even though the
default alarm destination was operator desk.
- Standard: The alarms are routed to the default alarm destination again as indicated in
the boundary 99.
- Isolate unit: Only used in multi unit networks.
Generated alarms are not sent to the other ISPBX units in the IMP network.
- Op. + MDF: Alarms are routed to both the operator desk(s) and to the MDF.
The moment an alarm is generated can be defined with the help of facility timing. With the
command ASFATI the system manager can define the time period in which a new alarm is
routed to the operator desk(s).
If no facility timing is assigned the alarm is sent to the operator desks the moment the alarm is
generated in the ISPBX.
3.4.2. Multi Unit Network
In a network consisting out of a number of ISPBX units (IMP network) more operator
positions might be present.
In such a system the alarm signalling on operator desks is not related to assistance groups or
assistance areas. As soon as an alarm is generated, the alarm is routed to ALL present operator
positions in ALL ISPBX units. As soon as one operator confirms the alarm by pressing the
'alarm buzzer off' key, all buzzers are deactivated.
The alarm destination is determined per ISPBX unit: boundary 99 is only related to the
applicable unit.
As soon as an alarm is generated the generating ISPBX unit sends an alarm message towards
all other units in the IMP network. Each unit now activates his own alarm signalling facility with
its related alarm signalling destination.
If the buzzer on any operator desk indicates an alarm the operator in the IMP network can
58
confirm the alarm. The unit where this operator is situated sends a message towards all other
units with the confirmation.
Again the alarms are only routed to the present operator positions. The status change of an
operator desk from night to day condition again turns off the alarm buzzer (if an alarm is
present).
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4. BASIC OPERATOR FACILITIES
In addition to the normal voice facilities that are offered to normal extensions, an operator is
also assigned a number of extra facilities. In this part the basic operator facilities will be
described. These are the facilities that are common to all operator positions. The functioning
of the facilities largely depend on the ISPBX CPU software in stead of the used operator
position. In certain cases the system manager must activate a facility while other facilities can
be activated by the operator himself.
(If applicable: as the SystemManager-operator uses a normal ISPBX extension the mentioned
operator facilities are not offered for the SystemManager-operator.)
The functioning of the operator position itself is not discussed. For more information on the
functioning of the operator desk: see Operator Manual or User Guide that is applicable for
your operator console.
4.1. RECALL ON HOOK ALLOWED
An internal extension is in speech condition with an external party (trunk) and enters the
enquiry situation by pressing the enquiry button. When in this enquiry situation the extension
goes 'on hook', two situations are possible:
- If the system option LOSYSOP 024 (recall on hook allowed) is 'yes' the external party is
queued in the operators C-queue independent of the seize direction. The operator can
see which extension was the last party connected to the external line.
For operator assistance the general route characteristic - general option 'assistance
required' must be 'yes'.
- If the system option LOSYSOP 024 is 'no' the 'on hold' external party is released via the
normal procedures when the internal party goes 'on-hook'.
4.2. DELAY BEFORE ON HOLD BY OPERATOR
If the system option LOSYSOP 042 (delay before on hold by operator) is 'yes' an operator
cannot put an answered -external- call on hold before a certain time period has elapsed. This
time period is defined by the system timer NETIMER 019 (delay time before on hold by
operator). A party is placed on hold when the operator puts the call in the W-queue or if the
operator switches to the other field of the operator desk (enquiry dialling).
4.3. SERIES CALL PROHIBITED
If the system option LOSYSOP 014 (series call prohibited) is 'yes' the set-up of series calls by
the operator is not possible. The series mark cannot be assigned to either an incoming or an
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outgoing trunk line. A tone burst indicates an invalid option if the operator presses the 'Series'-
key.
4.4. REROUTING OF 'DO NOT DISTURB' TO OPERATOR
Incoming calls or non-assisted external calls, to an extension (or group, since Call@Net 2.5)
with the facility 'do not disturb' activated are automatically rerouted to the operator M-queue.
Assisted external calls to an extension with the facility 'do not disturb' activated are rerouted
to the operator C-queue (if projected by the DDI fail options).
The operator answers the call and shuttles to the field of the operator desk where the 'do not
disturb' extension is connected and receives 'bypass tone'. The operator can overrule the 'do
not disturb' facility by dialling the prefix with res. id. 59 (bypass) which must be assigned in the
post dialling tree (dial type 3).
After bypassing the 'do not disturb' mark and the extension is idle the telephone set starts
ringing. If the extension is busy the operator receives 'busy tone' and a break-in is possible on
the connection.
If the system option LOSYSOP 015 (rerouting of 'do not disturb' to operator) is 'yes' internal
calls and non-assisted DDI calls to a 'do not disturb' extension/group are also rerouted to the
operator. If this option is 'no', internal calls to a do not disturb extension are not rerouted to
the operator: the call initiator receives NU-tone.
Note: The bypass prefix in the post dialling tree can also be used to overrule the compatibility
check. When the operator wants to connect two parties that would normally be
incompatible (due to CV-CV connection allowance) post dialling the bypass prefix makes
the transfer allowed.
4.5. FAST CALL HANDLING
Fast call handling can be applied in two different situation:
- If an operator is connected to a party (PA / PB) and immediately dials the extension
number without going to the other field on the operator desk, the fast call handling facility
is started. The connection is established (if allowed !) or the COB is started. If the transfer
is not allowed the displays on the operator desk hold their information and the operator
must perform additional functions to make the connection allowed.
- The operator is in speech condition with a party and also has a party on hold (both PA and
PB-side of operator desk hold a party). If the lamp of a queue (for instance A-queue or M-
queue) lights up, the operator knows another call waits for assistance. Pressing the key
related to this queue will make the ISPBX transfer the PA-party to the PB-party and at the
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same time answer the call in the indicated queue. If the transfer is not allowed the displays
on the operator desk hold their information and the operator must perform additional
functions to make the connection allowed.
Fast call handling can be done to internal parties, DPNSS (Network Access Code) destinations
or malicious call tracing.
When the fast call handling is applied, the display on the operator desk will hold its information
during a time interval as indicated in the timer NETIMER 026 (fast call handling time).
4.6. NIGHT MODE
If the system option LOSYSOP 044 (night mode display) is 'yes' and the last operator in an
assistance group switches absent, the lamp at the right hand side of the PB-LED (no text
indication) indicates the night mode on all operator positions in the assistance group. This only
applies for the SV20. In case of the SSV30 the 'moon' sign is displayed. The other operator
consoles do not have a specific night mode indication. If they are in night mode, then the
display is empty and does not show an indication that all the operators in the ISPBX are in
night. The night mode display only applies to an ISPBX unit, not to assistance areas. So if no
present operators are available in an assistance group in an ISPBX unit, the night mode display
is used, even though there might be present operators in the same assistance group in another
ISPBX unit and the assistance groups are related together via an assistance area.
An operator switches to the absent status when:
- An operator removes the hand- or headset, the operator desk switches to the absent
mode after a time interval as defined in the timer NETIMER 020 (plug removed time).
- An operator is in the present condition and a call is waiting without assistance longer than
once to twice the projectable time period without assistance. The operator console is
taken absent. The calls are rerouted to other operators and if no operators are present
any more, the system switches to the night situation. The time interval is defined in the
timer NETIMER 021 (operator not answering time). If the timer value is 16383, the timer
is not used and the operator console is not taken absent.
Note: If facility timing is not assigned and the last operator in an ISPBX unit switches absent, the
unit switches to the night condition even though there are present operators in other ISPBX
units in the IMP network. If an extension wants to make a call the call set-up is guarded
via the night traffic class. Via assistance groups and assistance areas the operator
assistance can still be offered in other ISPBX units.
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4.7. REACTIVATE BUZZER
If an operator is present but switches the buzzer off by pressing the 'buzzer off'-key, a call that
arrives in a queue is not signalled by the buzzer.
If the system option LOSYSOP 021 (reactivate buzzer) is 'yes' and a call is waiting longer than
a projectable period of time without operator assistance, the system overrules the buzzer-off
condition. The time between the arrival of the call and the re-activation of the buzzer, can be
projected in the system boundary NEBOUND 075 (define re-activation time of call buzzer).
The expiry of this 'timer 75' is periodically checked by another timer: NETIMER 038 (operator
call buzzer refresh time). If this 'refresh timer 38' expires, the status of the actual 're-activation
timer 75' is checked. If this timer too is expired, the buzzer is re-activated. So the 'refresh
timer 38' introduces a delay before the state of the buzzer is actually changed after expiry of
'timer 75'.
Note: A low value of timer NETIMER 038 increases the loading of the system !
4.8. FLASHING M-LAMP(s)
If a user (usually an internal party) dials the prefix with res. id. 11 (operator M-code dialled
general) the call arrives in the M-queue of the operator position. The M-lamp lights up steadily
or the 'icon' for the M-queue is steady on. If a user dials the prefix with res. id. 47 (operator
M-code dialled priority) the call also arrives in the M-queue of the operator position. The M-
lamp or 'icon' may light up steadily or may start flashing to indicate the priority code. The
system option LOSYSOP 025 (flashing M-LED required on preferred calls) determines in
which way the call is signalled on the operator desk. If the option is 'yes' the priority call is
signalled by means of a flashing lamp or 'icon'. If the option is 'no' the priority call is signalled by
means of a steady lamp or 'icon'.
If a user dials the operator DNR the call also arrives in the M-queue of the operator position.
The M-lamp or 'icon' may light up steadily or may start flashing to indicate the individual
operator call. The system option LOSYSOP 023 (M-individual led flash condition) determines
in which way the call is signalled on the operator desk. If the option is 'yes' the individual call is
signalled by means of a flashing lamp or flashing 'icon'. If the option is 'no' the individual call is
signalled by means of a steady lamp or 'icon'.
4.9. OVERLOAD SIGNALLING AND GENERAL CALL ACCEPTANCE
It is possible for the operator to see the amount of traffic load per queue for the A-queues, C-
queue and M-queues. Each queue can contain a number of calls.
If the option LOSYSOP 022 (general call and overload signalling) is 'yes' the overload of the
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queues is signalled on the operator desk. Two overload levels are defined.
The first overload level will be reached when a new call arrives in a queue and all operators,
able to handle the call, are busy. If the first overload level is reached, the concerning lamp or
'icon' start flashing in a slow rhythm.
The second overload level will be reached whenever a call is waiting longer than a projectable
period of time for assistance or if there are more calls in the queue than active operators able
to handle the call. The time interval is defined in the boundary NEBOUND 081 (define the
second overload time limit).
If the second overload level is reached the concerning lamp or 'icon' starts flashing in a fast
rhythm.
To make this type of overload signalling possible for the A-queues, the threshold is defined by
LOBOUND 006 (max number of waiting incoming calls after which the A-lamp starts flashing).
To make this type of overload signalling possible for the M-queues, the option LOSYSOP 025
(flashing M-lamp required on preferred calls) must be 'no'. The operator priority calls from an
extension do not result in a flashing M-lamp any more. The option LOSYSOP 023 (M individual
lamp flash condition) must also be 'no' to prevent an individual operator call being signalled as
overload.
This overload signalling is performed per assistance group.
When the option LOSYSOP 022 (general call and overload signalling) is 'yes' the calls in ALL
queues (A, C and M queues) can only be answered by pressing the A-general key (which is the
A4 lamp or 'icon'). The queue priority determines which call will be connected to the operator.
The calls in the queues will keep their priority (can be changed with OM command), but the
priority of the different queues is fixed: first the calls in the C-queue are transferred to the
operator, then the calls in the A -general queue (calls under the A4 lamp / 'icon'), followed by
the calls in the A1-, A2-, and A3-queue and if there are no calls in these queues finally the calls
in the M-queue are transferred to the operator.
Note: The general call acceptance is not applied for the W-queue. Even if this facility is active,
the operator can still place a call in the W-queue by pressing the 'put on hold'-key and
retrieve a call from the W-queue by pressing the 'recall from hold'-key.
4.10. RETURN TO OPERATOR WHEN UNSUCCESSFUL DDI-CALL
The action in case of an unsuccesfull DDI-call is determined by the DDI fail actions which are
assigned per BSPT/route combination.
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Only if the general route option 'assistance required' is 'yes' an incoming DDI-call can be
rerouted to the operator if the call is unsuccessful. If the call is unsuccessful the options in the
incoming route characteristics determine if the call is to be rerouted to the operator. For each
BSPT which is assigned to a route, the action in case of unsuccessful DDI-calls can be specified
independently.
For more information: see Facility Implementation Manual; Networking and Routing - route
characteristics.
4.10.1. Voice Call
For an unsuccessful DDI voice-call the rerouting to the operator service is effected:
- For most situations the rerouting to the operator C-queue is effected immediately (if the
applicable DDI-options indicate operator assistance);
- Only in case the internal DDI-party does not answer, the rerouting is performed after a
certain time interval. This interval is determined by the timer NETIMER 040 (DDI divert
to operator/night service time).
4.10.2. Data Call
For an unsuccessful DDI data-call the rerouting to the operator service is effected:
- For most situations the rerouting to the operator C-queue is effected immediately (if the
applicable DDI-options indicate operator assistance);
- Only in case the internal DDI-party does not answer, the rerouting is performed after a
certain time interval. This interval is determined by the timer NETIMER 093 (DDI data call
ringing time).
The rerouting of a data call to the operator desk is only useful if the operator is aware that the
call is a data call that has to be connected to a specified destination or in case the data call is
established via a voice connection.
4.11. RETURN TO OPERATOR AFTER THROUGH CONNECTION
A trunk or tie line is in speech condition with an operator either via an incoming call routed to
the operator (directly or rerouted) or the trunk or tie line is transferred to the operator by an
ISPBX extension. The operator can transfer the trunk line to an ISPBX extension without
waiting for the extension user to answer. The call will be returned to the operator in case the
extension is still busy after a time period (external party was placed COB) or the extension
does not answer within a specified time interval. This time interval after which an assisted call
is returned to the operator is determined in the timer NETIMER 022 (return to operator
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time).
The return to operator timer is also started in case an internal extension transfers a trunk line
to a not answering or busy extension. If the timer expires the call is transferred to the
operator.
Returning to the operator is only performed on assisted trunk routes or in case of series/
urgent marked lines.
The returning to the operator service is not performed when operator assistance is used to
connect two internal ISPBX parties.
4.12. AUTOMATIC RING BACK
When an operator dials a destination party which is busy or does not answer, the operator can
initiate the Operator Automatic Ring Back (OP-ARB) facility by dialling a code. OP-ARB has
priority over a normal extension ARB.
Two types of OP-ARB are possible: OP-ARB on busy and OP-ARB on don't answer. In DPNSS
these ARB facilities are known as Call Back When Free (CBWF) and Call Back When Next Use
(CBWNU) respectively.
From SSW 810.21 onwards it is possible to use OP-ARB on busy when calling parties in the
public ISDN network. In the context of ISDN, this is known as Completion of Calls to Busy
Subscriber (CCBS). The iS3000 must have an ISDN trunk line to the public ISDN network.
Interworking between CCBS (ISDN) and CBWF (DPNSS) is not supported.
Mind that for CCBS license 27 is required.
This feature has to be supported by the public network as well!
The destination party can be :
- an extension or hunt group located in the same unit or in different units (iSNet MAN)
- an extension in a different PBX connected with DPNSS
(this extension is regarded as an internal party).
- a subscriber in the public ISDN network.
4.12.1. OP-ARB On Don't Answer
• Initiation
The operator has dialled a destination but the destination does not answer during ringing.
The operator can activate OP-ARB by "pressing PA/PB", dialling the ARB code and clear
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the call display. (Note that this is only possible when there is no party 'on hold' in PA/PB!)
A request is made to start the OP-ARB on Don't Answer. If the request is not accepted
the operator receives number unobtainable or congestion tone. If the request is accepted
the destination extension stops ringing, confirmation tone is sent to the operator and an
OP-ARB relation is stored.
When activity is detected at the destination party (indicated by off-hook and on-hook of
the destination extension or member of hunt group) the OP-ARB is executed. On
execution of OP-ARB, a call is sent to the operators (individual) M queue. The operator
cannot distinguish an OP-ARB call from any other call when in the M queue. An OP-ARB
call in the M queue is recognised by ring tone on call pick-up. When the operator picks up,
the destination party is dialled.
This feature can only be accessed when the operator dials a destination without having a
party on hold. If the operator has a party on hold, he/she can dial a destination, but if the
operator wants to activate the OP-ARB, he/she needs to press the PA/PB button which is
not possible because there is still the call 'on hold'.
• ISPBX Actions
When the operator dials the OP-ARB code, the numbers are analysed in the post dialling
tree (dial type 3).
If the destination party is diverted using FM (follow me), CFWN (call forwarding when
night) or CFWE (call forwarding when empty) the operator is assigned to the diverted
destination. If a multiple diversion exists the last FM, CFWN or CFWE diversion is assigned
with OP-ARB.
When the OP-ARB is requested it is normally accepted and confirmation tone sent.
An ARB request is rejected in any of the following cases:
- The operator has activated the maximum allowed simultaneous ARB requests per
initiator (LOBOUND 068). Number unobtainable tone is given.
- System boundaries limiting the number of ARB relations that can be stored in a ISPBX
are reached (LOBOUND 022, LOBOUND 023, LOBOUND 024, LOBOUND 195).
Congestion tone is given.
- The operator has already activated an ARB to the same destination. Number
unobtainable tone is given.
- The destination has facility class mark 'ARB protected' (FCM 49) assigned. Number
unobtainable is given.
- The maximum number of ARB requests per destination has been reached
(LOBOUND 194). Congestion tone is given.
On completion of off-hook and on-hook by the destination extension, the first ARB or OP-
ARB relation is retrieved from the ARB destination queue. OP-ARB has priority over
normal extension ARB. Before execution of the ARB, a delay defined by NETIMER 178
(ARB free notification delay time) is activated, allowing the destination extension time to
make or receive a new call. When NETIMER 178 has expired a call setup is sent to the
operator's M queue.
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When the operator picks up the OP-ARB from the (individual) M queue, the destination
party is automatically dialled unless the destination party has become busy. If the
destination party is busy then busy tone is sent to the operator and the OP-ARB relation
is kept. If LOSYSOP 071 (Block ARB destination for new calls) is set to 'yes' the destination
extension is restricted from making or receiving calls until NETIMER 180 (Block ARB
destination interval time) has expired.
If the destination party is on-hook, the telephone rings and the call proceeds as a normal
call. The OP-ARB relation is erased when the destination extension starts ringing. OP-ARB
on don't answer is now complete.
4.12.2. OP-ARB On Busy
• Initiation
The operator has dialled a busy destination and receives busy tone, this may activate COB.
The operator can activate OP-ARB by "pressing PA/PB", dialling the ARB code and clear
the call display. (Note that this is only possible when there is no party 'on hold' in PA/PB!)
A request to start the OP-ARB on Busy is made. If the request is not accepted the operator
receives number unobtainable or congestion tone. If the request is accepted confirmation
tone is sent to the operator, COB is withdrawn and an OP-ARB relation is stored.
When the destination party goes on-hook the OP-ARB is executed. On execution of OP-
ARB, a call is sent to the operators (individual) M queue. The operator cannot distinguish
an OP-ARB call from any other call when in the M queue. An OP-ARB call in the M queue
is recognized by ring tone on call pick-up.When the operator picks up the call the
destination party is dialled.
• ISPBX Actions
When the operator dials the OP-ARB code, the numbers are analysed in the post dialling
tree (dial type 3).
If the destination party is diverted using FM (follow me), CFWN (call forwarding when
night) or CFWE (call forwarding when empty) the OP-ARB is assigned to the diverted
destination. If a multiple diversion exists the last FM, CFWN or CFWE diversion extension
is assigned OP-ARB.
When the OP-ARB is requested it is normally accepted and confirmation tone sent.
An ARB request is rejected in any of the following cases:
- The operator has activated the maximum allowed ARB requests per initiator
(LOBOUND 068). Number unobtainable tone is given.
- System boundaries limiting the number of ARB relations that can be stored in a ISPBX
are reached (LOBOUND 022, LOBOUND 023, LOBOUND 024, LOBOUND 195).
Congestion tone is given.
- The operator has already activated an ARB to the same destination. Number
unobtainable tone is given.
- The destination has facility class mark 'ARB protected' (FCM 49) assigned. Number
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unobtainable is given.
- The maximum number of ARB requests per destination has been reached
(LOBOUND 194). Congestion tone is given.
On completion of off-hook and on-hook by the destination extension, the first ARB or OP-
ARB relation is retrieved from the ARB destination queue. OP-ARB has priority over
normal extension ARB. Before execution of the ARB, a delay defined by NETIMER 178
(ARB free notification delay time) is activated, allowing the destination extension time to
make or receive a new call. When NETIMER 178 has expired a call setup is sent to the
operator's M queue.
When the operator picks up the OP-ARB from the (individual) M queue, the destination
party is automatically dialled unless the destination party has become busy. If the
destination party is busy then busy tone is sent to the operator and the OP-ARB relation
is kept. If LOSYSOP 071 (Block ARB destination for new calls) is set to 'yes' the destination
extension is restricted from making or receiving calls until NETIMER 180 (Block ARB
destination interval time) has expired.
If the destination party is on-hook, the telephone rings and the call proceeds as a normal
call. The OP-ARB relation is erased when the destination extension starts ringing. OP-ARB
on busy is now complete.
4.12.3. Cancel OP-ARB
• Initiation
The operator dials the cancel OP-ARB code. If all OP-ARB relations have been erased
successfully the operator receives confirmation tone. If there are no OP-ARB relations
present the operator receives number unobtainable.
• ISPBX Actions
When the operator dials the Cancel OP-ARB code, the numbers are analysed in the
operator dialling tree (dial type 2). The ISPBX checks if there are any active OP-ARB
relations assigned to the operator set. If there are active OP-ARBs, the ISPBX erases all
OP-ARB relations between the operator set and all destination extensions and then sends
confirmation tone to the operator. If no OP-ARB relations are active then the ISPBX sends
number unobtainable tone to the user.
OP-ARB is also cancelled if:
The operator rings the destination extension and LOSYSOP 073 is set to 'yes'. If LOSYSOP
073 is set to 'no' then the OP-ARB relation will only be cancelled if the call is answered.
The operator set is plugged out, switched to night or out of order.
The destination party rings the operator.
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The system manager moves or deletes the destination extension, this cancels all ARB or OP-
ARB relations to the destination extension.
The OP-ARB relation is not executed within a certain time limit.
PROCEDURE: How to implement OP-ARB
Preconditions
• Number Analysis
The individual operator DNRs have to be assigned in the analysis tree for operator dialling.
• Boundaries
LOBOUND 022 : Maximum number of ARB destination cases. This boundary defines
the maximum number of simultaneous ARB or OP-ARB destination
relations in a unit.
LOBOUND 023 : Maximum number of ARB primary places. This boundary defines the
maximum number of simultaneous ARB or OP-ARB relations
initiated in a unit.
LOBOUND 024 : Maximum number of ARB primary queues. This boundary defines the
maximum number of simultaneous ARB or OP-ARB initiators in a
unit.
LOBOUND 068 : Maximum number of simultaneous ARB calls per initiator. This
boundary defines the maximum number of simultaneous ARB
relations per initiator or OP-ARB per operator.
LOBOUND 194 : Maximum number of simultaneous ARB calls per destination. This
boundary defines the maximum number of simultaneous ARB or OP-
ARB relations per destination.
LOBOUND 195 : Maximum number of ARB or destination queues. This boundary
defines the maximum number of simultaneous ARB or OP-ARB
destinations in a unit.
LOBOUND 345 : Maximum number of ARB relations.
• Options
LOSYSOP 071 : Block ARB destination for new calls. This option determines whether
an ARB or OP-ARB destination is blocked from making or receiving
calls between releasing a call and receipt of an ARB or OP-ARB call
setup.
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LOSYSOP 073 : Cancel ARB relation after dialling same destination. When this option
is set to 'yes' an ARB or OP-ARB relation is cancelled if an ARB
initiator or OP-ARB operator dials the same destination again.
If LOSYSOP 073 is set to 'no' then the ARB or OP-ARB relation is only
cancelled if the call is answered.
• Timers
NETIMER 178 : ARB free notification delay time. This timer defines the delay time
that is inserted after an ARB or OP-ARB destination becomes free
and before a 'free' message is sent to the initiator unit or operator set.
NETIMER 180 : Block ARB destination interval time. This timer defines the interval
during which an ARB or OP-ARB destination will be blocked after it
becomes free (only used if LOSYSOP 071 is set to 'yes').
NETIMER 183 : Delta ARB on busy for destination time. This timer defines the
maximum time interval an accepted ARB or OP-ARB on busy relation
is kept in the destination unit.
NETIMER 184 : Delta ARB on free for destination time. This timer defines the
maximum time interval an accepted ARB or OP-ARB on don't answer
relation is kept in the destination unit.
Actions
- Assign the ARB code (res. id. 56) in the post dialling tree, for example:
ASINTN:3,5,1,56;
Where 3 is the analysis tree, 5 is the ARB code, 1 is the traffic class and 56 is the result
identity.
Testing
OP-ARB on Don't Answer
1. Dial any destination DNR from the operator. Do not answer the destination DNR.
2. Press "PA/PB" and dial the OP-ARB code to initiate the OP-ARB facility. Confirmation tone
is heard if the request is accepted. An OP-ARB on don't answer relation is now
implemented.
3. Clear the call display from the operator set.
OP-ARB on Don't Answer is executed once the destination extension goes off-hook and on-
hook. Call setup is sent to the operators M queue, when the call is picked up the operator
hears ring tone. The destination extension is dialled once the operator picks up the call.
OP-ARB on Busy
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1. Set up a busy situation between two extensions.
2. Dial one of the busy extensions from the operator set. Busy tone is heard.
3. Dial the OP-ARB code from the operator set. Confirmation tone is heard if the request is
accepted. An ARB on busy relation is now implemented.
4. Clear the call display from the operator set.
OP-ARB on Busy is executed once the destination party goes on-hook. Call setup is sent to
the operators M queue, when the call is picked up, the operator hears ring tone and the
destination extension is called.
PROCEDURE: How to implement Cancelling OP-ARB
Actions
- Assign the 'cancel ARB' code (res. id. 57) in the operator dialling tree, for example:
ASINTN:2,#37,1,57;
Where 2 is the analysis tree, #37 is the cancel ARB code, 1 is the traffic class and 57 is the
result identity.
Testing
1. Set up OP-ARB on two or more destination extensions.

2. Press "PA/PB" and dial the OP-ARB cancel code. All of these OP-ARB relations are now
cancelled.
OP-ARB is also cancelled if:
- The operator makes a call to the same destination. If LOSYSOP 073 (cancel ARB relation
after dialling same destination) is set to 'yes' the ARB request is cancelled. If LOSYSOP 073
is set to 'no' the relation is kept unless the call is answered by the destination.
- The OP-ARB destination makes a call to the operator. The OP-ARB is cancelled when the
operator picks up the call from the M queue.
- The operator set or destination extension is moved by the system manager.
- If an OP-ARB is not executed within a certain time period.
- If the operator set is plugged out, switched to night or out of order.
- NETIMER 182 (Delta ARB on free time) or NETIMER 184 (Delta ARB on free for
destination time) is allowed to expire.
4.13. CAMP ON BUSY / CALL WAITING / BREAK-IN
These three options offer extra facilities when an operator dials to a busy extension (possibly
with another party on hold).
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4.13.1. General Information on COB-queues
An ISPBX extension can have a Camp-on-Busy queue assigned. Such a queue is used in case
of calls to the extension when it is busy. The call encountering the busy situation does not have
to be released but can be placed in the queue were it has to wait until the ongoing call is
finished. The extension user that is placed in COB is sent Camp-on-busy tone (tone number
17). If the busy extension releases the call, the ISPBX scans the queue for camped-on calls. If
there is such a call in the COB-queue the telephone set starts ringing immediately again and
after answering a speech path between the -initial busy- extension and the first party in the
COB-queue is established.
The time period a call stays in a COB-queue is not guarded by a system timer.
The ISPBX system manager must define if a DNR is allowed to have a COB-queue. With the
OM command CHCOBD an extension or group is assigned:
- No COB-queue.
Calls to the busy extension cannot wait for answering. The call must be released and re-
tried later on.
- Short COB-queue.
In a short COB-queue only a limited number of calls to the busy extension can wait for
answer. The length of this queue is determined per ISPBX unit by the boundary
LOBOUND 216 (Max number of COB-cases short queue).
- Long COB-queue.
In a long COB-queue an extended number of calls to the busy extension can wait for
answer. The length of this queue is determined per ISPBX unit by the boundary
LOBOUND 217 (Max number of COB-cases long queue).
Per ISPBX unit only a limited number of DNRs can have a COB-queue assigned, The total
number of COB-queues that can be assigned per unit is determined by the boundary
LOBOUND 021 (Max number of COB-queues per unit).
Within all these queues only a limited number of COB-places are available. The total number
of COB-places {(number of DNRs with long queue * maximum number of places in long
queue) + (number of DNRs with short queue * maximum number of places in short queue)}
is limited by the boundary LOBOUND 020 (Max number of COB-places per unit).
Per COB-queue 3 different priority indications are possible:
lowest priority: reserved for extension calls or DDI-calls that are placed in COB.
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second priority: reserved for operator calls that are placed in COB.
highest priority: reserved for the call waiting and the break-in facility. The user that
encounters the busy extension has to activate this facility himself. Only one
call can be in this COB-place. If the call waiting place is already occupied, a
next request cannot be accepted: the call is entered in the COB-queue
with 'operator priority' or 'extension priority'.
In Figure 4.1. the COB-queue for a DNR is illustrated together with the scan direction when
the busy extension releases the current call.
Figure 4-1 COB-Queue and Priorities for DNR.
If the busy extension is a SOPHO-SET the identity of the entry with the highest priority in the
COB-queue is shown on the display. If a call with a higher priority arrives in the COB-queue
this identity is displayed.
In the next paragraphs the three different facilities will be discussed that are related to the
COB-queue. In this discussion the presence of a COB-queue for an extension is assumed. If
there is NO COB-queue assigned to the extension the facilities cannot be offered. The same
applies if there are no free COB-places in either the extension queue or in the ISPBX unit.
4.13.2. Camp on Busy
If the operator dials to a busy extension with a short or a long COB-queue assigned and there
is no congestion on the COB-places the operator receives busy tone.
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At the same time the operator call is automatically placed in the Camp-On-Busy queue for the
busy extension with 'operator priority'. The operator can now wait in the COB-queue until
the extension releases and the operator call is the first call in the queue. The telephone set of
the extension now starts ringing and after answering a speech path between the operator and
the extension user is established.
When the operator call is entered in the COB-queue the busy extension receives a tone burst
to indicate the camped on situation. This tone burst is sent even if the busy extension has FCM
35 (call waiting protected) assigned; this call waiting protection is only applied for extension
calls and DDI-calls that are entered in the COB-queue for the busy extension.
If the system option LOSYSOP 045 (periodic call waiting tone) is 'yes' the tone burst is sent
periodically towards the busy extension. The intervals are determined by NETIMER 034
(periodically ticker tone time).
If the operator has a party on hold and dials to a busy extension the operator call is entered in
the COB-queue for the busy extension. Now the operator can transfer the party on hold
towards the busy extension. The camped-on operator call is now replaced with a camped-on
assisted party call. So the assisted party is in the COB-queue but still with 'operator priority'.
If the system option LOSYSOP 018 (call waiting tone after extending to a busy extension) is
'yes' the transfer of operator call to assisted party call in the COB-queue is notified to the busy
extension via a tone burst.
Note that if the assisted party is a trunk the time period the call stays in the COB-queue
without notice is restricted. After a time period (NETIMER 022) the call is also notified on the
operator desk C-queue. After answering the camped-on assisted party call is replaced by an
camped-on operator call; so the call stays in the COB-queue for the busy extension.
The COB-facility is not possible if there is no COB-queue assigned to the busy extension or if
there is congestion on either COB-places in the extension queue or the COB-places in the
ISPBX unit. Now the operator receives congestion tone and also the congestion LED or 'icon'
on the operator desk lights up.
4.13.3. Call Waiting
is no congestion on the COB-places the operator receives busy tone: the COB-facility is
activated with 'operator priority'.
The operator can initiate the call waiting facility by pressing the 'Listen-in'-key on the operator
desk. If the call waiting facility is accepted the operator call is entered in the COB-queue for
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the busy extension with the 'call waiting priority' and the operator hears busy tone. If the call
waiting is not accepted the operator hears COB tone.
As soon as the extension releases the ongoing call the operator call is the first call to be
connected to the extension.
If the call waiting is initiated the busy extension receives a periodically call waiting tone burst.
If the operator has a party on hold and initiates the call waiting facility the operator call is
entered in the COB-queue for the busy extension. Now the operator can transfer the party
on hold towards the busy extension. The camped-on operator call is now replaced with a
camped-on assisted party call. So the assisted party is in the COB-queue but with the 'call
waiting priority'.
In a number of cases the call waiting request will not be accepted:
- If a call with the highest priority is already present in the COB-queue.

- If the busy extension is in a 'not in conversation' situation.
- If the busy extension is in a break-in situation.
- If the busy extension is involved in a data protected call.
- If there is congestion on the COB-places.
- If the busy extension has been put on hold.
If the call waiting facility is not accepted the operator call is only entered in the COB-queue
with 'operator priority'.
4.13.4. Break-In
is no congestion on the COB-places the operator receives a busy indication; the COB-facility
is activated with 'operator priority'. If congestion is encountered then a congestion indication
is given.
The operator can initiate the break-in facility by pressing the 'break-in'-key on the operator
desk. If the break-in is successful the ISPBX establishes a three party conference involving the
operator, the busy extension and the party the busy extension is connected to. To indicate the
loss of privacy the break-in ticker tone is sent to all involved parties.
If no congestion was encountered the operator call is also entered in the COB-queue for the
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busy extension with the 'call waiting priority'. If a call was already present in the COB-queue
with the highest priority the operator call is entered in the queue with 'operator priority'.
Because of the break-in ticker tone NO call waiting tone burst will be sent to the busy
extension and no busy tone will be sent to the operator. If the operator releases the 'break-
in'-key the break-in is terminated (busy tone is given or congestion tone) but the call stays in
the COB-queue (if no congestion) with the 'call waiting priority' or 'operator priority'.
If the operator has a party on hold and initiates the break-in facility the operator call is entered
in the COB-queue for the busy extension (if no congestion). Now the operator can transfer
the party on hold towards the busy extension. The camped-on operator call is now replaced
with a camped-on assisted party call. So the assisted party is in the COB-queue but with the
same priority as the operator call.
In a number of cases the break-in request will not be accepted:
- If the busy extension is not in conversation;

- If the busy extension is already in a break-in situation;
- If the busy extension is in a call waiting situation;
- If the busy extension is in an add-on situation;
- If the busy extension is dialling for the 'shuttle with forced release' facility;
- If the busy extension is involved in a data protected call;
- If the busy extension is connected to another operator;
- If the busy extension is on hold;
- If there is congestion on resources (break-in circuits);
If the break-in request was attempted at busy tone and is not accepted the operator receives
COB-tone (!) and the operator call stays in the COB-queue. A call waiting tone burst is sent
to the busy extension to indicate the break-in request.
If the break-in request was attempted at congestion tone and is not accepted, the operator
receives a buzzer burst to indicate that the call cannot be placed in the COB-queue.
The following two ways of break-in protection for protecting a call against break-in is only valid
for other extensions trying to break-in. These two ways of protection will be overruled when
the operator initiates the break-in facility:
- If the busy extension is assigned FCM 03 (break-in protected);

- The busy extension is connected to an external party via a trunk line with the incoming
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route characteristic 'break-in on incoming calls allowed' 'no' or the outgoing route
characteristic 'break-in on outgoing calls allowed' 'no'.
4.13.5. Call Waiting Tone Burst
The busy extension receives a call waiting tone burst if a call is entered in the COB-queue, if
the call waiting facility is activated or the break-in facility is requested but not accepted. If it
involves an operator, call the tone burst is given to the busy extension, independent of FCM35
(call waiting protected).
If the system option LOSYSOP 045 (periodic call waiting tone) is 'yes' the tone burst is sent
periodically towards the busy extension. The intervals are determined by NETIMER 034
(periodically ticker tone time).
If this option is 'no' but an operator is in a call waiting situation towards the busy extension the
call waiting tone is also provided periodically !
The tone burst is NOT sent to the busy extension if:
- the busy extension is involved in a data protected call;

- the busy extension is not in a speech connection but in for instance call setup phase;
- the busy extension is connected to another operator;
- the busy extension is an emergency extension.
If a call is routed to a busy group-DNR, one of the group-members receives the call waiting
tone burst.
4.14. GIVE A LINE
This facility offers an operator the possibility to transfer an external line to an internal party,
before the external line reached the number complete condition.
Note that this “give-a-line” facility is NOT available if the operator has an internal user in
another ISPBX on hold (e.g. connected via DPNSS). The reason of this is, that tax-metering is
not supported by the DPNSS/PVN/iPVN-protocol and give-a-line is implicit with tax-metering.
Another reason is, that customers have not requested to get the give-a-line operator facility
also inside a DPNSS/PVN/iPVN network.
If the operator is in a speech condition with an internal party, he can place this party on hold
by pressing the 'Party A' or 'Party B' key. After dialling the prefix 'give a line' (res. id. 93) the
display of the operator position is cleared. The operator can now dial the required trunk
access code and if necessary a part of the external number. This external line (part of the
external number may be dialled already) is now transferred to the internal party on hold by
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pressing the 'connect'-key. The normal allowance check as for normal operator transfer
procedures is performed. The internal party will receive 'external dial tone' and dials the rest
of the external number.
Note: External calls which are initiated as a 'give a line'-call are automatically registered and
handled as 'tax metering'. This registration will be done independent of the outgoing bundle
option 'metering available'. The operator may switch off taxmetering by pressing the K-
button when 'give a line' is activated. This means that no taxmetering result arrives in the
operator queue when the call is ended.
Trunk access code repetition is possible for this 'give a line' facility;
Cost centre dialling is NOT possible;
Provisional switch through is possible and 'first external dial tone' is given to the extension
after transfer of the line;
After transferring call to the extension, NO further traffic class checking is performed;
After transferring the call to the extension, 'external number barred' check is still
performed;
The 'give a line' facility is fully available throughout a multi node network.
Taxmetering may be switched off. This is done by pressing the K-button, just before the E-
button (transfer) is pressed.
4.15. ABBREVIATED DIALLING
To make it easier to reach often dialled numbers, abbreviated dialling is possible. The operator
dials a short code which is expanded into the real number to be dialled.
If a certain number must be allowed for all operators in the ISPBX system, the abbreviated
number may be included into a common pool. The expanded number, that is related to the
short code, is available for all operators (and also for other extension users in the system) that
are allowed to dial the prefix with res. id. 23 (common pool abbreviated dialling). the system
manager must use OM commands to assign the short code - expanded code relation.
Note that this common pool abbreviated dialling is available for operators as well as other
extension users in the ISPBX.
Group abbreviated dialling (as distinct from 'common abbreviated dialling') is not available for
operators because that type of abreviated dialling is related to analysis groups, and operators
are not related to analysis groups.
Sometimes abbreviated numbers are only allowed for one operator (or extension user). The
numbers are often dialled and to make it easier, the operator can define the numbers himself
as short codes. This is called individual abbreviated dialling. Via the supervisor console, the
operator can store, erase or replace expanded numbers in a individual list of short codes
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(prefixes with res. id. 69 (store), 70 (erase), 71 (replace individual abbreviated number)). Via
the prefix with res. id. 25 (access individual abbreviated number) the defined expanded
number can be dialled.
If the system option LOSYSOP 016 (IABD and LENR allowed for operators) is 'yes' operators
are allowed to use the individual abbreviated dialling facility. The number of expanded
numbers that can be defined by an operator (or extension user) is determined by the system
boundary LOBOUND 035 (max nbr of IABD numbers per user).
For more information on the abbreviated dialling facility: see Facility Implementation Manual;
Voice Facilities.
4.16. LAST EXTERNAL NUMBER REPETITION
There are three ways of making last external number repetition possible for operators.
- Last external number repetition.

This is always allowed for ISPBX operators (not related to system option).
If the operator has dialled an external number and the call has been answered (see note),
the operator might find out he has to dial the external number again. To store the external
number in a special buffer, the operator presses the 'last number repetition' key. To dial
the last external number, the operator only has to press the 'last number repetition' key
again. the ISPBX retrieves the number stored with the 'last number repetition' key and
dials the number again.
Note: For a SV20, the external number can only be stored if the call was successful. The other
types of operator consoles allows the operator to store the number, independent of the call
result.
- IABD and LENR.

This facility is strongly related to individual abbreviated dialling. An operator is allowed to
initiate the Last External Number Repetition and the Individual Abbreviated Dialling facility
if system option LOSYSOP 016 (IABD and LENR allowed for operators) is 'yes'. The last
external number the operator has dialled is stored in a special buffer. If the number must
be dialled again, the operator can redial the last number by dialling the (short) prefix with
res. id. 26 (access last external number). The ISPBX now automatically dials the number
in the buffer again. This facility is particularly useful in case of long external numbers. The
number can be stored if the number analysis indicates the outgoing call is allowed. So the
number can be redialled if the call was not answered or when the call has been answered
by the external party.
By allowing the LENR-facility for operators, each operator can also use the IABD-facility.
- On-hook number preparation.
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This is allowed for ISPBX operators if the system option LOSYSOP 016 (IABD and LENR
allowed for operators) is 'yes'.
An external number is prepared while the operator desk is on hook as follows:
- The operator presses the 'series' key. The currently stored number is displayed.
- The operator enters the new number to be stored (up to 20 digits). The number to
be stored consists of : (private call prefix)+(cost centre prefix and cost centre
number)+(network access code)+trunk access code+external number. Items
between brackets are optional.
- The operator presses the 'last number repetition' key. The new number is stored.
The stored number is dialled by pressing the 'last number repetition' key. This is the same
method of dialling as for last external number repetition, therefore only one number can be
stored under the 'last number repetition' key, either the last external number or a number
prepared on-hook.
4.17. CHIEF OPERATOR
When an iS3000 series network has more than one operator position, a chief operator can be
present. This chief operator is able to obtain information about the status of the other
operators (idle, active, in call processing), about the calls in the operator queues, about some
overload conditions and about the service mode (day / night).
The chief operator is able to obtain the desired information by using an OM-terminal.
The following OM commands are available for the chief operator:
DIOPST : Display Status of Operator Position
This command gives information about the activity (active / not active) and about the status
(idle / busy / AM-mode) of the operator positions. The information can be given per operator
or for all operator DNRs in one unit or in the total network.
DIOPAC : Display List of Active Operators
This commands gives a list of all operator DNRs that are active. This list can be given per
assistance group in a unit or in the total network.
DIOPID : Display List of Idle Operators
This command gives a list of all operator DNRs that are idle. This list can be given per
assistance group in a unit or in the total network.
DIOPLD : Display Load of Operators
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With this command the following information is displayed:
- The number of calls in the A1-, A2-, A3-, A-general, C- and M1- and M2-queues of an
operator;
- Whether the first overload level (L=1) is reached in the assistance group, the operator
belongs to;
- Whether the second overload level (L=2) is reached in the assistance group, the operator
belongs to.
DIOPCT : Display Load and Status of Operator Continuously
With this command the information described in the commands DIOPLD and DIOPST is given
per operator DNR or for all operator DNRs in a unit. This information is displayed with
intervals defined in NETIMER 039 (chief operator activity interval).
DIAQPR : Display Priority of Calls in A-Queue
With this command the priority order of the calls in the various A-queues (A1 ... A16) can be
displayed.
DICQPR : Display Priority of Calls in C-Queue
With this command the priority order of the different types of calls in the C-queue can be
displayed.
DIMQPR : Display Priority of Calls in M-Queue
With this command the priority order of the different types of calls in the M-queues can be
displayed.
DISEMD : Display Service Mode of Assistance Group
With this command the day/night condition of all operators in an assistance group can be
displayed.
Note: The overload information can only be displayed in the commands DIOPLD and DIOPCT
when LOSYSOP 022 (general call acceptance and overload signalling) is 'yes'.
If this option is 'no', the status (idle, busy, day, night) of the operators is included in the
commands but the overload information is NOT included.
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4.18. TRUNK ACCESS AND BUSY OVERRIDE
4.18.1. TRUNK ACCESS
An operator can dial the trunk access code in the normal way via the keypad or with a single
keystroke (one of the B-keys).
For the single keystroke function, there must be a relation between the B-key and a trunk
access code. This relation is made, for all operators in a specific unit, with the following
command:
CHBBUT: <B-button>, [<trunk access code>], [<unit>];

<B-button>= 1, 2, 3, 4
<trunk access code>=tac to be stored under the specified B-key
When the operator has dialled a trunk access code (directly or by means of a B-key) the route
and line number are displayed on the operator position in the format RR.LLLL. The external
number may be dialled. This number is analysed in the DDO-tree assigned to the destination
number indicated by the trunk access code.
When an operator has dialled an incorrect external number, the operator can press the 'dial
tone'-key. The call is cancelled, but the line-resources are NOT released. The same line can
be used for a new call if the route characteristic - outgoing option 'D-button allowed' for the
trunk line is 'yes'.
If the operator has dialled a trunk acces code and a B-lamp on the operator-position is ON,
there is congestion on the destination. There are no free lines available to the operator to
reach a specific destination by means of dialling the trunk access code. If the operator still dials
the trunk access code (either via trunk access code or B-key) the ISPBX autonomously initiates
the busy override facility (if enabled).
4.18.2. BUSY OVERRIDE
Precondition
To be able to use the busy override facility by an operator, the 'D-button allowed' outgoing
route characteristic must be true.
This option can not be used:
- if there is no outgoing traffic on the route,

- on routes without 'called party on hook' signal,
- if delayed outgoing seizure is applied.
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Description
If the option 'D-button allowed' is false and the operator dials the trunk access code and there
are no free lines, the congestion LED is on. The operator must clear the line and seize another
line by dialling the trunk access code again. The busy override facility cannot be used.
If the option 'D-button allowed' is true and the operator dials the trunk access code and there
are no free lines, first the congestion LED is on. After some time one trunk line (in speech
condition) appears on the display. Now the operator can listen-in on the connection and if
needed, release the party connected to the trunk line. Via the D-button the trunk line is not
released but dial tone is sent to the operator. The operator can dial an external party via this
trunk line.
4.19. TAXMETERING
With assisted outgoing calls the operator may mark the call for taxmetering. After the operator
has answered an assistance call, he switches to the opposite field of the operator desk and dials
the required trunk access code. The ISPBX now seizes a free trunk circuit and displays the
route and line number on the display. The operator is able to mark this trunk line for
taxmetering by pressing the 'taxmetering'-key. The taxmetering lamp shows if the request is
allowed and the line is marked for metering. After dialling the external number, the trunk line
is transferred to the party on hold.
After the call has finished, the taxmetering result of the call is returned to the operator C-
queue. After answering the operator display shows the initiating party and after pressing the
'read tametering-key the number of metering pulses that are received over the trunk line
during the call. The costs of the call can be registered for the initiating party.
It is not possible to register the duration of the call. With taxmetering only metering pulses can
be counted.
The taxmetering request is only allowed if the bundle characteristic - outgoing option
'metering available' is 'yes'. If this option is 'no' the taxmetering request is not allowed and a
tone burst is generated on the operator desk.
For more information: see Facility Implementation Manual; Networking and Routing.
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4.20. OPERATOR POSITION LAMP TEST (only SV20)
The combination of ISPBX and SV20 offer a fast lamp test for the lamp on the SV20.
Note: All other operator consoles do not use this fast lamp test facility! The SV25, SV30 and SV35
have their own built-in test programs, which can be accessed via soft key menu. The PC
based operator consoles have their own diagnostical facilities.
First the AM-key is pressed to enter the OM-mode. After removing the handset and pressing
the C-key, all lamps and the display on the operator position are lit in 5 groups of lamps. The
switching time between the groups is determined by a timer NETIMER 059 (led test time).
During the lamp test, the test can be stopped by pressing the E-key or by inserting the handset
or headset plug. The operator position returns in the AM-mode.
The minimum time to elapse between the initiation of a lamp test (C-key) and the breaking of
the test (E-key) is guarded by timer NETIMER 060 (lamp test transition time). This timer is
also used between the breaking (E-key) of a lamp test and a request for a new lamp test (C-
key). This timer is used to prevent the repeated pressing of C-key -- E-key -- C-key etc.
4.21. POST DIALLING
In some situations the operator must be able to transfer digits after a connection to a
requested party is established. For instance post dialled digits are used to control a Voice Mail
server. Usually keytones are used for such a purpose. The operator position however is not
able to generate keytones. Via the digital link towards the OIU/AOC (analogue operator
position) or via a message in the D-channel (digital operator position) the digits are transferred
towards the CPU of the ISPBX. So in order to apply post dialling a SKT (sender keytone)
circuit must be used. The digits from the operator desk are regenerated via the SKT-circuit
towards the destination party. To inform the ISPBX, that post dialling must be available the
system option NESYSOP 047 (post dialling available) must be 'yes'.
4.21.1. Internal Post Dialling
In this case the destination party to which the digits must be transferred is located in the
ISPBX. This destination party must have FCM 32 (keytone post dialling) assigned. The digits
are always transferred as keytones.
The operator dials the internal DNR and when the party has answered, the operator presses
the same 'Party A'/'Party B' key again as where the party is connected. The operator receives
dialtone and can start the post dialling. The ISPBX knows the following digits have to be
regenerated. The digits that are entered by the operator are sent to a SKT-circuit which
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regenerates the keytones and sends them via a temporarily speech path towards the
extension. After each digit the SKT is kept for the time period defined by timer TIMER50 (this
is an internal timer with a fixed time period). When the timer expires, the SKT is released. The
number of digits that can be send is not restricted. The time interval between the digits is
restricted by NETIMER04 (post dialling time). The speech path between the operator and the
extension is interrupted to make the temporarily speech connection between the tone sender
and the extension.
4.21.2. External Post Dialling
In this case the destination party to which the digits must be transferred is located in another
telephone network. The connection between the operator and the destination party is
established via a trunk or tie line. The digits can be transferred as impulses or keytones
towards the external network.
The operator dials the external number and when the party has answered, the operator
presses the same 'Party A'/'Party B' key again as where the party is connected. The operator
receives dialtone and can start the post dialling. The ISPBX knows the following digits have to
be regenerated. The time interval between the digits is not restricted.
If the general route characteristic - general option 'impulse post dialling allowed' is 'yes', the
ISPBX sends the dialled digit to the trunk circuit. The trunk circuit will transfer the digit
towards the external network and therefore to the external party in impulse format. The
trunk circuit generates a number of timed loop breaks according to the digit to be sent. If the
digit is sent, the normal speech connection between the operator and the trunk circuit is
established again. For each digit this procedure is performed again.
This option is only possible on analogue trunk circuits. On digital trunk circuits only the
keytone post dialling is available.
If the general route characteristic - general option 'keytone post dialling allowed' is 'yes', the
ISPBX sends the dialled digit to a free SKT-circuit. Via a temporarily speech path the keytone
is sent from the SKT-circuit towards the trunk circuit. Via the normal speech path the keytone
is transferred over the trunk line towards the external network and to the external destination
party. If the keytone is sent, the normal speech connection between the operator and the
trunk circuit is established again. For each digit this procedure is performed again.
This option is possible both on analogue and digital trunk circuits. The trunk circuit itself is not
involved in the procedure. The normal speech path remains fully operational.
If both route options are 'yes', the keytone option overrules the impulse option.
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4.22. SystemManager
Because the operator is just a port in the ISPBX and the port is assigned a DNR the operator
position looks like a normal extension in the ISPBX. But actually it is regarded as a special type
of port. Therefore not all SystemManager facilities, that are available for normal extensions,
are available to operators:
- Room Status dialling is not possible;

- Automatic Entry of Messages is not possible;
- Security Patrol Round dialling is not possible;
- PID / Cost Centre Validate call is possible;
- Port Protection Call Back initiation is possible (the operator DNR or the operator M-code
dialled general / priority may also be the call back address - these codes will be analysed in
the initial dialling tree of the protected extension);
- Port Protection Direct is possible;
- Password DDO from other is possible.
The appropriate prefixes must be assigned in the operator dialling tree (dial type 2).
For more information on the use of the SystemManager facilities: see Facility Implementation
Manual; Management Facilities.
4.23. MULTI PARTY CONFERENCE
Usually the operator is accessed for setting up a multi party conference. The operator can
reserve up to 8 circuits on a CFC-card. Each circuit represent one seat in the multi party
conference. If the operator dials a certain prefix one free circuit is seized. The operator places
this circuit in the W-queue.
If the required places for the multi party conference are reserved the operator retrieves a
circuit from the W-queue and dials one of the parties for the multi party conference. The party
is connected to the free CFC-circuit after the operator transfers the party. By repeating this
sequence up to 8 parties can be involved in a multi party conference.
For a detailed description on the multi party conference (hardware, projecting and execution)
see Facility Implementation Manual; Networking and Routing.
4.24. PAGING
If an operator is not able to reach a required person by dialling one or more DNRs the
operator can use paging.
For virtual paging no extra ISPBX hardware is required. However a public address system, or
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something similar, should be available. The operator transfers the initiating party in a general
hold condition by dialling a paging prefix. The ISPBX now returns a paging identification code
of the party on hold. The operator makes an announcement over the public address system
and asks the destination person to dial a paging answering prefix plus the identification code
returned by the ISPBX. When the destination person responds with the prefix and
identification code the ISPBX connects the destination person with the party on hold. The
destination person can use any extension in the ISPBX system.
For real paging extra paging hardware is to be used. This paging equipment is connected to
the ISPBX system. A party asking for assistance is connected with the paging equipment by the
operator. The paging equipment now takes care of announcing the call waiting situation to the
personal paging equipment of the destination party. The applied hardware determines the
facilities offered.
Some examples:
- After the paging equipment gives the initiating party a confirmation this party goes on-
hook. The paging equipment sends a message to the personal receiver and an audible
signal is generated. The destination party dials a pre-defined number.
- After the initiating party is connected to the paging equipment the user can dial extra
information via the telephone set. Now the party goes on hook. The paging equipment
sends this extra information to the personal receiver. The destination party can see the
extra information on a display of the receiver; for instance which number to dial.
- After the initiating party is connected to the paging equipment the user does not go on-
hook but waits for the destination party to answer. The paging equipment and the
personal receiver support a wireless speech channel. When the destination party answers
a speech channel is available via the wireless channel.
For more information on the installation and projecting aspects of the virtual and real paging
facilities: see Facility Implementation Manual; Networking and Routing.
4.25. OVERFLOW EXTENSION
The overflow extension is a basic operator function, but it is described in 6.3. "OVERFLOW
EXTENSION" because it is a type of special extension
4.26. PERMANENT LINE EXTENSION
A permanent line extension (PLE) is a special extension (or group arrangement) that is
assigned to one or more particular (non-DDI) incoming trunk lines and is used to answer all
incoming calls via these trunks, during day and night hours. The trunk lines can be located in
different routes and can be located in any unit of the IMP network. Each trunk line can hold
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only one PLE but an extension can be projected as PLE for more trunk lines. If a PLE is
projected on a trunk line, an INE cannot be projected to the same trunk line any more.
If DDI is projected on the route, the incoming calls are NOT routed to the PLE but are
switched through to the required destination (can also be the operator DNR).
If a PLE is in speech condition and an incoming call via another trunk line is routed to the PLE,
the call can be diverted to the operator/night service if the system option LOSYSOP 012
(diversion required of calls to a busy PLE) is 'yes'.
If the system option is 'no', the new call is automatically entered in the COB-queue towards
the busy PLE.
If a PLE answered an incoming (non-DDI) call, the PLE can transfer a call and place the call in
a COB-queue of a busy extension or transfer the call to a destination without waiting for
answer. (A PLE has no special night extension facilities.)
A PLE can be switched absent / present by dialling the prefix with res. id. 44 / 45.
When the PLE is switched absent, or does not answer, the call is diverted to the operator (day)
or to the SCNE/MCNE/CANS (night).
If the PLE is present, the answering time is guarded by the system timer NETIMER 033. If the
timer expires, the call is forwarded to the operator or the night service but the PLE is not put
in the 'absent' condition. A next call over the same trunk line will again arrive at the PLE.
When a PLE is assigned to bi-directional trunks, only incoming calls are routed to the PLE.
A PLE can make normal telephone calls as any other extension. Also COB can be started when
a PLE is busy via FCM 30 (COB on destination).
A PLE can be defined by assigning a DNR to the trunk line (!) - EHWA (Series / Range) with
the OM command CHPLEX. After this command the DNR has the read-only FCM 23 (night
extension). In case of an ISDN trunk line a DNR must be assigned to a B channel.
For more information consult section 6.2. "PERMANENT LINE EXTENSION".
4.27. ON-HOOK NUMBER PREPARATION
A long external number can be prepared on hook (the operator is idle), stored and
subsequently dialled when required. The external number consists of : [Private call
prefix]+[cost centre prefix and cost centre number]+[network access code]+trunk access
code+external number. Items between brackets are optional.
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The operator prepares and stores the number as follows:
1. Press the 'series' key. The currently stored number is displayed. (Press the 'disconnect' key
at this stage to return to idle.)
2. Enter the number to be stored.
3. Press the 'last number repetition' key.
The operator dials the stored number as follows:
1. Press the 'last number repetition' key.
4.28. QUEUE TIME LIMIT INDICATION
This facility allows the queue indicator to show, by flashing, if a call has been in the queue for
longer than a specified time. The facility guards calls in the A, M, C and W queues.
• Projecting Data
Timers:
NEBOUND 081 - Time limit for not yet answered calls.
This guards the following types of calls:
- Normal calls in an M queue.
Individual calls in an M queue.
Preferred calls in an M queue.
Returned calls in the C queue because of no answer with DDI.
Returned calls in the C queue because of unsuccessful DDI.
Calls in the A queues, A1...A16.
NEBOUND 104 - Time limit for already answered calls.
This guards the following types of calls:
- Returned calls in the C queue in enquiry, extension off hook.
Returned calls in the C queue in enquiry, extension on hook.
Returned series calls in the C queue.
Returned calls in the C queue because of a busy extension.
Returned calls in the C queue from a preferred call.
Returned calls in the C queue because of a ringing extension.
Calls in the W queue.
4.29. IDENTIFICATION SERVICES
Information about the identity of calling and connected lines is presented to ISPBX operators
and night extension terminals with a display. Three services are offered:
- Calling Line Identification Presentation (CLIP), provides the called party with the identity
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of the calling party before a connection is established.
- COnnected Line identity Presentation (COLP), provides the calling party with the identity
of the called party when a connection is established.
- Calling/Connected Line Identification presentation Restriction (CLIR), can be used to
disable presentation of the identity of the calling or connected party.
• Initiation
The CLIP and COLP supplementary services are permanently active for all operator desks
and night extension terminals with a display.
The CLIR supplementary service can be projected per DNR/BSPT for ISDN and non-
ISDN terminals as permanently restricted or permanently not restricted. Overruling
Presentation restriction is possible by using System Option 75. In this case the operator
position always displays the identity of the calling or the called party.
• ISPBX Actions
- CLIP.
The ISPBX provides the called party with the identity of the calling party at the same
time that a call is indicated, unless:
CLIR has been invoked, and the called party (operator) does not have FCM 47
(overrule CLIR).
the calling party identity is not available, for example, when connected to an analogue
telephone network.
the calling party identity cannot be presented because of the signalling system used,
for example, an analogue telephone set.
If the incoming call is from an extension then the (network) DNR is displayed as
follows:
. If 1 digit is received then 1 is displayed.

. If 2 digits are received then 1 2 is displayed.
. If 3 digits are received then 1 2 3 is displayed.
. If 4 digits are received then 1 2 3 4 is displayed.
. If 5 digits are received then 1 2 3 4 5 is displayed.
. If 6 digits are received then 1 2 3 4 5 6 is displayed.
. If 7 digits are received then 1 2 3 4 5 A is displayed.
A denotes truncation
. If 8 digits are received then 1 2 3 4 5 A is displayed.
A denotes truncation
Note that at the SV25, SV35, SV60E the number is displayed as it is, no digits are
replaced by an "A".
If the incoming call is an external call then the calling identity is displayed on the PC/
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PD display of the operator console (except for the SV20) (except for an analogue
trunk).
In case of a call coming in via an analogue trunk , the route and the line number is
displayed on the PA/PB display of all operator consoles.
- COLP.
ISPBX provides the called party with the identity of the party which answers a call.
However, if an operator or night extension answers an incoming ISDN call then the
individual operator or night extension identity is not passed to the calling party. The
connected party identity is displayed at the moment the call enters the conversation
phase.
If an external destination has been reached via an analogue trunk (without diversion)
then no change of display will occur because the identity of the connected party is not
known. The route and line numbers are given on the PA/PB display.
If an internal destination is selected that has a diversion to a trunk then the 'diversion'
indication is given on the operator desk and the DNR of the extension is displayed.
When the external destination answers the route and line numbers are given on the
PA/PB display and the 'diversion' indication is removed. If the external trunk supports
COLP then the identity of the external destination is displayed on the PC/PD display
of the operator console (except for the SV20).
Route and line numbers are displayed as listed above for CLIP.
- CLIR.
For an internal party:
If an internal party with FCM 46 (CLI permanently restricted) is calling the operator,
its identity will be presented unless System Option 75 has been reset.
If an internal party has FCM 51 (COL permanently restricted) and is called by the
operator its identity will be presented unless System Option 75 has been reset.
If System Option 74 is set the identity is always suppressed.
For an external party:
The identity of an external party is presented or suppressed according to the
characteristics received from the external party in the setup or connect message. The
identity of the presentation restricted parties is displayed unless System Option 75 has
been reset.
If System Option 74 is set the identity is always suppressed.
• Hardware
All operator desks can make use of the identification services.
• Projecting Data
Options:
LOSYSOP 074 - Unconditionally CLIR.
This option activates CLIR for all extensions, disables all CLIP and CLOP functions and
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disables all 'overrule CLIR' options.
Default setting = NO.
LOSYSOP 075 - Overrule CLIR for operators.
This option must be set to show presentation restricted numbers at the operator console.
Default setting = YES.
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5. ENHANCED OPERATOR FACILITIES
By means of the basic operator facilities the operator is able to offer a higher grade of service
to both internal users in the ISPBX and to external users connected via trunk or tie lines to the
ISPBX. The basic operator facilities are the facilities that are common for all operator desk
types. The functions necessary for execution of the facility reside in the CPU of the ISPBX and
are independent of the applicable operator desk type.
The operator desk itself may also offer a number of extra facilities. These operator facilities
will be discussed as enhanced operator facilities because they will not be offered on all
operator desk types: they are operator desk dependent. The functions will not be offered by
the CPU of the ISPBX but by the processor in the operator desk. These extra facilities will be
offered by the following, more advanced types of operator consoles:
- SuperVisor 25;
- SUPERVISOR 30 (end-of-life);
- SuperVisor 35;
- SUPERVISOR 50(E)(S) (end-of-life);
- SuperVisor model 55 (end-of-life).
- SuperVisor model 60E.
A SystemManager-terminal can also be used as operator desk with some special functionality.
However, the SystemManager under C-DOS or Unix is end-of-life.
5.1. ANALOGUE OPERATOR CONSOLE
5.1.1. Voice Processing Unit
To make it possible for the visually handicapped to function as ISPBX operator a special voice
processing unit is available. This VPU is connected in between the analogue operator interface
(OIU or AOC) of the ISPBX and the analogue operator desk. The VPU translates the display
information into audible signals:
- The various LED-information is converted into tones of different frequency.

- The display information is converted into a speech signal telling the operator the identity
or the connected party in the PA or PB-field.
The Voice Processing Unit is end-of-life
5.2. SuperVisor 25
The SuperVisor 25 offers the following extra functionality when compared to the
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SUPERVISOR 30:
- Auxiliary recorder control;

By means of the auxiliary output a recorder can be activated when the handset is activated,
in order to handle a call.
- Communication interface;
The communication interface is a V.24 interface which can be used for the following
purposes:
- Directory up/downloading
- Dailling
- Braille interface
- Program downloading
- Directory handling
The console is equipped with an internal directory memory of 50 kb. The directory
information (name, DNR etc.) is stored according to an algorithm. Therefore it is not
possible to denote the maximum number of entries. If all number and branch information
is unique for 600 entries of 80 characters, all entries can be stored. In case the entries are
40 characters average (typical value), at least 1200 entries can be stored. In practice more
entries can be stored as result of the storage algorithm.
The directory can be up/down loaded to/from a PC.
- Firmware Uploading
Initially the factory stores the firmware in the FEPROMS. In case of a firmware update or
in case of firmware problems, it can be uploaded from a PC via the V.24 interface to the
console. A software tool is available which must be installed on a PC.
- Voice synthesis
There are two application for voice synthesis: for instruction and for call handling Voice
synthesis for instruction means that the console generates a voice signal if a key is pressed.
By this means a visually handicapped operator can learn to locate the functions of the keys.
Voice synthesis to support call handling supports visually handicapped operators with call
handling. A great number of displayed items on the display are converted to spoken
messages. The following languages are implemented:
- English;
- Dutch;
- German;
- French;
- Danish;
- Italian;
- Spanish;
- Portuguese;
- Swedish.
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The language is the same as for the display. This can be selected by means of the soft key
menu.
The points, mentioned above, are dealt with more thoroughly in the Customer Engineer
Manual of the SuperVisor 25/35.
5.3. SUPERVISOR 30
5.3.1. Messaging
The SUPERVISOR 30 offers the possibility to send text messages to a SOPHO-SET terminal
or receive text messages from the SOPHO-SET. The SOPHO-SET must also be able to handle
the text messaging facility.
The messages can be entered via the keyboard of the SOPHO-SET or the SUPERVISOR 30.
The characters within a message are not sent on a per-character basis but as a complete
message. The message must be fully prepared and when it is complete the whole message is
sent upon pressing the appropriate key on either the SOPHO-SET or the SUPERVISOR 30.
The SOPHO-SET is connected to a DLC/DTX-circuit and the SUPERVISOR 30 is connected

to a DLC/DOC-circuit in the ISPBX via a digital 2B+D line. When a connection is established
(on initiative of either operator or extension user) between the SUPERVISOR 30 and the
SOPHO-SET a virtual channel between the two devices is also available. Via this channel the
text messaging is possible.
• Free Messaging
Free messaging is a facility that can be used by the SUPERVISOR 30 operator to send a
message towards a SOPHO-SET terminal. The operator must take the initiative and send
the message manually.
The message is entered via the keyboard of the operator desk in the appropriate menu.
The message is prepared off line and when fully entered the message is sent towards the
extension when the operator presses the 'send'-key. Via the virtual channel the message is
delivered in the SOPHO-SET.
To indicate to which SOPHO-SET the message must be sent the operator must dial the
DNR of the required SOPHO-SET. The messaging channel is available if the SOPHO-SET
is ringing (no answer from the user) or if the SOPHO-SET user answers the call (speech
path between the two peripherals). In either of these situations the operator can press the
key to send the message to the SOPHO-SET.
If the SOPHO-SET receives the message after answering of the call the message will be
displayed but not stored in the SOPHO-SET.
If the SOPHO-SET receives the message when it was ringing (extension user does not
answer) the message will be stored in the SOPHO-SET and the extension user can display
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the message(s) when he returns.
Free messaging can also be used by the operator to receive messages from the SOPHO-
SET but only when the two parties are in speech condition. The SOPHO-SET user can also
prepare a message via the keyboard on the SOPHO-SET. The prepared message can be
sent towards the SUPERVISOR 30 when the SOPHO-SET user presses the applicable key.
Via the virtual channel between the two peripherals the message is displayed on the screen
of the SUPERVISOR 30. The extension user must take the initiative to send the message
manually.
• Message Answering
Message answering is a facility that is used by the SUPERVISOR 30 operator to receive a
message automatically from the SOPHO-SET terminal. The SOPHO-SET takes the
initiative and sends the message autonomously when the SOPHO-SET is called by another
user.
The SOPHO-SET user prepares the SOPHO-SET by entering the answer message.
When the SUPERVISOR 30 operator now dials the DNR of this SOPHO-SET a virtual
message channel is established. Via this channel the SOPHO-SET sends its message
towards the SUPERVISOR 30 operator desk. The message remains stored in the SOPHO-
SET.
5.3.2. Graphical Display
The LCD-display of the SUPERVISOR 30 is graphical. All call related information about the
status of both the PA and the PB parties (displayed via lamps on the analogue operator desk)
is now represented with graphic symbols.
Also alarm monitoring and buzzer status is displayed as symbols on the screen.
5.3.3. Announcer or Recorder
The SUPERVISOR 30 operator desk can be equipped with an announcer or a recorder.
For the recorder the analogue telephone and microphone signal is routed to an audio output
at the back of the operator desk. Here a recording device can be connected.
For the announcement an analogue input is available at the back of the operator desk. As soon
as the operator answers one of the A-queues (A-general, A1, A2, A3 queue) the analogue
signal from the external input is sent towards the incoming trunk line. This way the indialing
party that is answered by the operator receives automatically the recorded message
containing for instance the company name.
By means of a trigger pulse on a control signal the announcement device can be started. Via
this trigger pulse a synchronous announcement message can be generated. Two other control
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signals are switched on or off depending which A-queue is answered by the operator. By
combining the two control signals 4 announcement devices can be connected. Each
combination only enables one announcement device. By means of the two extra control
signals each A-queue can have its dedicated announcement device.
5.4. SuperVisor 35
The SuperVisor 35 offers the following extra functionality when compared to the
SUPERVISOR 30:
- Auxiliary recorder control;

By means of the auxiliary output a recorder can be activated when the handset is activated,
in order to handle a call.
- Braille interface
The Braille interface is a V.24 interface, which can be used to connect a Braille unit for
visually handicapped operators. This unit represents the information of the display in
braille format.
- Communication interface;
The communication interface is a V.24 interface which can be used for the following
purposes:
- Directory up/downloading
- Dailling
- Braille interface
- Program downloading
- Directory handling
The console is equipped with an internal directory memory of 50 kb. The directory
information (name, DNR etc.) is stored according to an algorithm. Therefore it is not
possible to denote the maximum number of entries. If all number and branch information
is unique for 600 entries of 80 characters, all entries can be stored. In case the entries are
40 characters average (typical value), at least 1200 entries can be stored. In practice more
entries can be stored as result of the storage algorithm. The directory can be up/down
loaded to/from a PC.
- Firmware Uploading
Initially the factory stores the firmware in the FEPROMS. In case of a firmware update or
in case of firmware problems, it can be uploaded from a PC via the V.24 interface to the
console. A software tool is available which must be installed on a PC.
- Voice synthesis
The console generates a voice signal when a key is pressed. By this means a visually
handicapped operator can learn to locate the functions of the keys. The Braille unit informs
the visually handicapped operator on the displayed information.
The points, mentioned above, are dealt with more thoroughly in the Customer Engineer
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Manual of the SuperVisor 25/35.
5.5. SUPERVISOR 50(E)(S) AND SuperVisor 55
The SUPERVISOR 50, 50E and SuperVisor model 55 can handle all facilities which are
mentioned in this section.
Note: The SuperVisor 50(E)(S) and SuperVisor 55 are end-of-life and are replaced by the
SuperVisor 60E
The SUPERVISOR 50S has the same functionality as the SUPERVISOR 50E except for the
directory distribution and host setting facilities. In the SUPERVISOR 50S these facilities are
licensed. Note that if you have a SUPERVISOR 50S, not all facilities which are mentioned in
this section are applicable.
5.5.1. Directory Services and Call Handling
One of the most important enhancements of the SSV50(S)(E)/55 is the support of directories.
These directories can be used by the operator to easily identify internal or external parties.
The SSV50(S)(E)/55 contains three types of directories: Internal, External and (Guest / Visitor
directory.
Each directory entry contains additional information:
Internal Directory: Name of extension user;

DNR of extension;
Alternative number to reach user;
Branch (department);
Location;
User definable information.
External Directory: Name of extension user or company;
External number;
Alternative number to reach destination;
Guest Directory: Name of guest;
Extension number;
Location;
Nationality;
Language;
VIP-status;
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The greatest strength of the SSV50(S)(E)/55 is the functional integration of call handling and
the directory services:
• Search within Directories.

Within all three directories the operator can search on either name or number. In the
internal directory the operator can also search on branch.
All directory information and search options are displayed in the call handling screen and
can thus be used during call handling to assist both internal and external users to make
contact with a desired party. After a search is performed the operator can dial the found
number (or the alternative number) by simply pressing a key. The operator position sends
the dial information towards the ISPBX which establishes the speech path.
If allowed the operator can edit an entry in the directory database.
• Automatic Display of Names and Related Information.
If the operator answers an internal call the ISPBX sends the identity of the calling party to
the SSV50(S)(E)/55 just the same as for the normal analogue operator desk. Now a search
is started in the operator desk if the number is party of the database. If the relation is
found, the directory information with user name is displayed in the PA or PB-field. If the
operator answers an incoming trunk call the ISPBX sends the identity of the calling party
to the SSV50(S)(E)/55 for instance the route and line number.
If the operator uses an SSV55 and answers an incoming trunk call over an ISDN line, the
ISPBX sends the DNR of the calling party to the SSV55. (Note that this is one of the
advantages of the SuperVisor model 55!!) The SSV55 searches if the number of the party
is in the database. If so, related information like name, adres etc can be displayed also. If
the operator answers a redirected call (for instance unsuccessful DDI-call) the ISPBX
sends the identity of the calling and the called party to the SSV50(S)(E)/55. For both parties
the directory search is initiated. Via the additional information the operator can easily dial
the alternative number for one of the parties.
Changes in the directory database can be implemented manually via the keyboard of the
operator position and the applicable menus.
If there are more SSV50(S)(E)/55 operator positions in an ISPBX system the changes only have
to made in one SSV50(E)/55 (master). All other operator desks (slaves) make contact with the
master and the changes are automatically downloaded from the master to the slaves. This
downloading can be performed by means of a direct cable between the operator positions. In
a multi SSV50(E)/55 system the downloading will be performed by means of a dial-up data
connection between the slave(s) and the master. Via a serial interface each operator desk is
connected to the dataport of a SOPHO-SET or a LAM. By means of dialling the DNR of the
master dataport DNR a digital connection between the master and the slave is established.
The directory changes are downloaded to the slave. If the downloading is finished the
connection is released and the next slave can make contact. In case of an SSV55 the data
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connection can be made direct via a V.24 interface or via the S0bus which is already connected
to the SSV55. Only one of the B channels is used for voice, the other B channel can be used
for data distribution. If the opposite party is also an SSV55 no extra equipment (LAMs or
SOPHO-SET) is required. If the opposite party is an SSV50(E) or SystemManager a LAM is
required at the opposite side.
If a SystemManager (TMS) is also connected to the ISPBX with the Directory Distribution
module the SystemManager acts as the master. Directory updates are implemented in the
SystemManager and again via a dial-up digital LAM - LAM connection or LAM - SSV55
connection downloaded. For more information: see Facility Implementation Manual;
Management.
5.5.2. Menu Driven Operational Maintenance
The SSV50(S)(E)/55 provides the means to perform menu driven operational maintenance. If
allowed the operator can enter the appropriate OM commands and the parameters in a menu
structure. The SSV50(S)(E)/55 analyses the command and sends the entered parameters via
operator desk commands to the ISPBX.
5.5.3. Host Setting
The SSV50(E)/55 can be used as a transparent OM-terminal or as terminal for the System
Manager (TMS) system.
• OM-Terminal.
A serial port of the SUPERVISOR 50(E) is connected to a dataport on the LAM or a
SOPHO-SET. In case of an SSV55 no LAM or SOPHO-SET is required at the SuperVisor
side. The data connection is made via the S0bus which is connected to the SSV55. A Clx
port configured for OM-terminal is (also) connected to a dataport of a LAM or SOPHO-
SET. The operator on the SSV50(E)/55 can now establish a transparent connection
between the operator desk and the Clx port. Now the operator can use all facilities
available for a normal OM-terminal.
The dataport on the Clx side must be set to automatic answer. The dataport is unattended
and must be able to answer a call from the SSV50(E)/55 operator autonomously.
• SystemManager-Terminal.
A serial port of the SUPERVISOR 50(E) is connected to a dataport on the LAM or a
SOPHO-SET. In case of an SSV55 no LAM or SOPHO-SET is required at the SuperVisor
side. The data connection is made via the S0bus which is connected to the SSV55. A serial
port of a SystemManager computer is also connected to a dataport of a LAM or SOPHO-
SET. The operator on the SSV50(E)/55 can now establish a transparent connection
between the operator desk and the SystemManager computer and acts as a normal
SystemManager-terminal.
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The dataport on the SystemManager side must be set to automatic answer. The dataport
is unattended and must be able to answer a call from the SSV50(E)/55 operator
autonomously.
5.5.4. Announcer
An announcement device can be used to send a pre-recorded message to a user every time a
call is answered by the operator.
The SUPERVISOR 50(S)(E) also supports the connection of an announcement device. The
announcer is connected to a special connector on the back of the voice box of the operator
position.
The SUPERVISOR 30 and SuperVisor model 55 support the connection of four announcers:
via a pulsed signal the announcer can be started and by means of two other control signals 4
name announcers can be connected, each voice announcer serving a special A-queue. Via an
audio input on the SUPERVISOR 30, the announcement message is sent to the user via the
speech path.
5.5.5. Visually Handicapped Operation
To make it possible for the visually handicapped to function as ISPBX operator a special Braille
Operator Application is developed. The SSV50(S)(E)/55 personal computer is extended with
a special driver board. To this board the Braille operator desk is connected. Via the Braille
operator application the screen information is compressed into two lines of 40 Braille
characters which are displayed on the Braille operator desk. By means of cursor control keys
the operator can shift the Braille window over the screen.
The operator still has to use the keys on the normal keyboard for call control.
5.6. SSV50E/55 COMPARED WITH SSV50
SSV50E/55 offers the same functions as the SSV50 with the following enhancements:
- The alternative number for the internal directory is extended to 16 digits. This allows the
alternative number to be used for an external number (e.g. home number) or for a paging
number including a prefix.
- The actual external digits dialled are displayed, as opposed to only the route and line
number for an analogue operator console or SUPERVISOR 50.
- The database in a network of SSV50E/55s can be edited at either the 'master' or any of the
'slave' workstations. Database distribution is initiated by the master, which makes a
connection to each slave in turn and transfers database updates. If the database is edited
from a slave, these are first passed to the master which then distributes them further.
Updates are passed as and when they occur and not according to time.
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- Since directory distribution takes place as and when updates occur the software involved
requires a dedicated application. The operating system makes it possible for 3 applications
to run simultaneously. The primary application is operator call handling, the second
application is directory distribution and the third application may be selected by the user.
The third application is chosen from a menu, which offers items such as name directory
maintenance, host setting, menu-driven OM and a number of system maintenance
functions.
- If the 'master' of a SuperVisor network is a SystemManager, then message handling is
supported. Automatically Entered Messages (AEMs) are messages sent to the operator by
a telephone user, who dials a code corresponding to the message required. The AEM is
translated into text displayed to the operator. Manually Entered Messages (MEMs) are
messages sent to a telephone user by the operator who enters the text message from the
SSV50E/55 keyboard. AEM and MEM indications are given to the operator whenever the
user's extension number is displayed and appropriate action can be taken. AEMs and
MEMs are distributed using the same channels as directory distribution.
5.7. SuperVisor 60E
5.7.1. Types of SuperVisor 60 (SV60 and SV60E)
The SuperVisor 60E is the successor of the SuperVisor 60. The SV60 existed for a short period
of time. The difference between the two is directory handling:
• SuperVisor 60
In the SV60 the Directory Module was used for maintaining the directory in the SV60. This
Directory Module was limited to stand-alone use only.
• SuperVisor 60E
The SuperVisor 60E uses the PhoneWare Operator Directory for directory queries. This
PhoneWare Operator Directory can use a local directory database or a database on a PC
on the TCP/IP network.
The PhoneWare Operator Directory can not be used to make changes (enter new, or
change names and numbers) in the directory database. To make changes, the Phone Book
Manager is required. This Phone Book Manager can be installed on the SV60E PC or on
another PC in the TCP/IPnetwork.
If you want to upgrade your SV60 to SV60E, the directory database will be converted
automatically to the Phone Book Manager format.
Note that the SV60E is separately licensed on:
- Call Handling Module with PhoneWare Operator Directory.

- Phone Book Manager.
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5.7.2. SuperVisor 60E
Model 60E Model 60E is a multi-purpose operator console that enables users to combine call
handling with any other Windows 95,98 or NT compatible application software, such as a
word processing or accounting package. The SuperVisor 60E uses the full PC screen and has
the same icon-driven user interface as models 25 and 35. An operator should be able to work
with the console after only a short learning period.
Hardware Benefits:
- Hardware independent (standard ISDN interface, standard PC keyboard in any country

layout, standard operating system).
- Software package with ISDN card runs on any Windows 95, 98 or NT PC. No dedicated
keyboard required.
- 12 hot-keys for speed-dial.
Functional Benefits
- Local Area Network (LAN) based directory sharing.

- Large name directory.
- Layout of the name directory is user-definable.
- ISPBX simulation for demonstration or learning purposes.
- Major call handling functions use standard keys (e.g. "Delete" is used to clear a call).
- On-line help in various languages.
- Busy-lamp field that shows the status of up to 600 extensions and/or lines
- Queue thermometers that display the queue length.
Standard items:
- ISDN card plus driver software and documentation.

- SV60E software (application CD-ROM).
- dongle.
- splitter cable.
- SV60E Call Handling Licence, or SV60E Call Handling try & buy Licence.
- SV60E PhoneWare Directory Licence or SV60E PhoneWare Directory try & buy Licence
- ErgoLine D320. This ISDN telephone set (connected to the 2nd B-channel of the same S0-
bus that the PC, i.e. the ISDN card, is connected to) is used as voice box when the
operator logs in. When the SV60E application is not running, the telephone set can be used
as an ordinary telephone.
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Options:
- headset.
- upgrade kit SV60>SV60E
- PC platform in various country versions, only in combination with installation service
- monitor 15 or 17 inch
- LAN card
- LAN hub (UTP)
- LAN cables (15 meters) (UTP)
- sound card
Additional you may need:
- Norton's pcANYWHERE.
- PhoneWare directory server (a Windows NT PC plus Microsoft SQL database server
package)
- External buzzer connected to the parallel port of the PC
Licensing:
You must load a licence before you can use the SV60E. The licence specifies which Super-Visor
modules (Call Handling module and Operator Directory module) you can run, and possibly the
number and types of ISPBXs that the SV60E is permitted to serve. The licence is supplied by
your application vendor, and comes in two parts: a text file with the extension .LIC (the licence
paper) and the dongle (for customer identification).
5.8. SystemManager-TERMINAL
A terminal connected to a SystemManager computer can also be used as operator desk. The
terminal itself offers the almost the same functionality as the call handling screen of the
SSV50(S)(E)/55 with the directory services.
For the speech path for the SystemManager operator a special method must be used. In the
SSV50 a voice box, and in the SSV55 a SOPHO-SET P171, offers the voice connections for the
operator. In the SystemManager-terminal a normal ISPBX extension must be used for the
voice connections of the operator. In the login screen of the SystemManager-application
software the DNR of the extension that is to be used as operator extension is to be specified.
If the operator on the SystemManager-terminal now initiates a call set-up the SystemManager
sends a message towards the ISPBX with operator extension DNR and the destination party
number. The ISPBX first dials the operator DNR and after answering the ISPBX dials the
destination number. A transparent connection between operator DNR and destination party
is established.
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To announce an operator call on the screen of the SystemManager-terminal the DNR of the
operator extension must have assigned FCM 28 (external service display). As soon as the
ISPBX detects a call to this DNR a message is sent towards the SystemManager telling the
identity of the calling party. The operator now receives a message in the top row of the
SystemManager-terminal telling the identity of the calling party. The operator must answer the
call by normally picking up the telephone. This facility is only offered if the SystemManager
module Automatic Name and Number Display is available.
For more information on the SystemManager: see Facility Implementation Manual;

Management.
Note: As the operator on a SystemManager-terminal uses a normal ISPBX extension the

SystemManager-operator does not have the same facilities as a regular ISPBX operator but
only the normal voice facilities.
The operator is also not included in the ISPBX operator service. A call is only routed to the
SystemManager-operator if the calling party directly dials to the extension DNR which is
used as operator number.
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6. SPECIAL EXTENSIONS AND NIGHT ASSISTANCE
6.1. GENERAL
A number of extensions can be assigned as special extensions or night extensions. These

extensions are called in special situations or in case no operators are present to answer the
call. So the special and night extensions offer the initial and rerouted operator assistance in
special situations or when no operators are available for assistance.
The maximum number of special and night extensions is limited per ISPBX unit by the
boundary LOBOUND 011. The special and night extensions can be displayed with the OM
command DISPEX.
An extension (DNR) can be only one type of special extension. For instance: it is not possible
to assign a DNR as MCNE as well as SCNE!
Note: With the appropriate command a DNR is assigned as special or night extension. As a group
arrangement is also identified by a DNR a group can also be assigned as a special or night
'extension'. In the remaining part of this chapter the term special or night 'extension' will
be used but the reader has to bear in mind that the extension can also be a group
arrangement.
If a group arrangement is assigned as special or night extension ALL members of the group
must be switched absent (if allowed by the group properties) before the special or night
extension is taken absent or one member of the group dials the night extension absent
prefix.
An operator desk is also identified by a DNR but this DNR cannot be assigned as special or
night extension.
Extensions having FCM 57 (Desksharing entitled) can not be a special extension !!!
In figure 6.1. at the end of the chapter the inter-relations between all special and night
extensions is illustrated.
6.1.1. Special Assistance
Two types of special extensions are not related to the night service: the Permanent Line
Extension (PLE) and the Overflow extension (OVE).
The PLE is also available when the operators are present: they are not related to the operator
or night service.
The OVE is a special extension that is only used when the operators are present. It is used as
an overflow in case the operators cannot handle the amount of traffic.
As the special extensions are normal ISPBX extensions they are only assigned the normal
extension facilities when they are called in special assistance situations.
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6.1.2. Night Assistance
The night extensions Individual Night Extension (INE), the Sub Common Night Extension
(SCNE) and the Main Common Night Extension (MCNE) are the extensions that are used as
night service. If there are no operators available any more the calls normally routed to the
operator service are now rerouted to the night service. Depending on the type, the call is
routed to one of the night extensions.
The Common Answering Night Service (CANS) is also a facility related to the night service. If
all night extensions are absent the presence of a call needing assistance is notified via the
CANS. This can for instance be an outdoor horn. The horn signal can be heard on the
premises. The night service can now be offered via any extension of the ISPBX by dialling a
special pick-up prefix.
The night service is offered when a call is normally routed to the operator service but there
are no operators available to answer the call:
- Stand alone ISPBX units with regard to operator assistance.

The night service is called for assistance if there are no available operators in a specific
assistance group and no available operators in the general assistance group.
- This does not imply that the ISPBX unit is in the night condition: operators might be
present in another specific assistance group.
- Multi-unit ISPBX system. The night service (related to the call initiating ISPBX unit) is
called for assistance if there are no available operators in the assistance area related to the
specific assistance group and there are no available operators in the assistance area related
to the general assistance group.
Although the night extensions are normal ISPBX extensions they are assigned the basic
operator facilities when they are called in special assistance situations.
If a night extension is called in a night assistance situation the extension is also assigned a night
traffic class using OM command CHTRNE. Usually this traffic class will be higher, allowing the
extension user to make assistance calls which are not allowed with the normal extension traffic
classes. When the night extension is called by its DNR or the night extension user initiates a
call himself (without a party on hold) the extension does not have the night extension traffic
class but the normal extension traffic classes. Only when the night extension receives a call
which was directed to the operator service, the extension is assigned the night traffic class
after going into the enquiry situation.
The night traffic class of the extension (INE, SCNE, MCNE, CANS) can be changed by means
of the OM command CHTRNE. The night traffic class is valid for all special extensions of the
same type in an ISPBX unit.
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6.2. PERMANENT LINE EXTENSION
A Permanent Line Extension (PLE) is a DNR (extension or group (not a Multiple Ring Group))
that is assigned to one or more incoming or bothway non DDI-trunk lines and is used to
answer incoming calls via these trunks, during day and night conditions.
The trunk line and the related PLE can be located in different units in the IMP network. Via the
inter-unit links the assistance seeking call is routed from the unit with the incoming trunk line
to the unit with the PLE. The unit with the incoming trunk line is actually the assistance seeking
unit which invokes the assistance. If the PLE cannot assist the call the unit with the incoming
trunk line determines which operator or night service is to be invoked next.
A trunk line can have only one PLE assigned.

A PLE however can be assigned to more trunk lines. The trunk lines can be assigned to
different routes and can be located in any unit of the IMP network. Trunk lines in the same
route or bundle can be routed to different PLEs.
Note: If a PLE is projected on a trunk line, an INE cannot be projected to the same trunk line any
more as the PLE is also accessed during night conditions. So if a call is rerouted from the PLE to the
night service it arrives at a SCNE or MCNE, not at an INE.
When a PLE is assigned to bi-directional trunks, outgoing DDO-calls are still possible. They are
not routed to the PLE but directly to the external destination (provided the initiating party is
allowed to use DDO).
A PLE can make normal telephone calls as any other extension with the normal extension
traffic classes.
6.2.1. Non DDI-Call
When a non DDI-trunk line is seized for an incoming call the ISPBX first looks if a PLE is
assigned to the trunk line. If a PLE exists the call is routed to the PLE and not to the operator
or the night service.
If a PLE answers an incoming (non DDI) call, the PLE only has the extension facilities assigned.
The PLE only offers the initial operator service for the incoming call: the PLE user answers the
incoming call, goes into enquiry and dials the destination party. By going on-hook the trunk line
is transferred to the destination party.
The trunk line may be transferred to the destination party without waiting for answer. If the
destination is busy the transfer results in a COB-initiation of the trunk line in the COB-queue
of the busy party.
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If the call set-up is not successful (no answer or still busy after time period) the call is NOT
rerouted back to the PLE but to the operator or the Main Common Night Extension (MCNE)
for the C-queue assistance.
So the PLE only offers the A-queue service; not the M-queue or C-queue service !
6.2.2. Forwarding of Non DDI-Call
If the PLE is not able to answer an incoming non DDI-trunk line, the call is rerouted to the
operator service. Now the normal operator assistance is offered (assistance groups, assistance
areas etc.). If no operators are available the call is routed to the night service (SCNE / MCNE
/ CANS). The forwarding is performed:
- If the PLE is switched absent: the user has dialled a prefix with res. id. 44 (night extension
absent).
If the PLE is a group arrangement the PLE is automatically absent when all members of the
group are absent. The group is also absent when there are still present group members
but one of the group members (present or absent) dials the night extension absent prefix.
The PLE is switched present again when the user dials the prefix with res. id. 45 (night
extension present).
If the PLE is a group arrangement the PLE is present when at least one member of the
group is present and the group arrangement is not switched absent (one of the absent or
present group members dials the night extension present prefix).
The incoming call which is routed to an absent PLE is immediately rerouted to the
operator / night service.
- If the PLE is present, the answering time on an incoming assistance call is guarded by the
system timer NETIMER 033 (call forwarding PLE to operator / night service time). If the
timer expires, the call is forwarded to the operator or the night service. The PLE is not
put in the 'absent' condition. A next assistance call over a trunk line will again arrive at the
PLE and the timer is started again.
- If a PLE is busy and an incoming call via a trunk line is routed to the PLE for assistance, the
call can be diverted to the operator or the night service if the system option LOSYSOP
012 (diversion required of calls to a busy PLE) is 'yes'.
If this option is 'no' the calling party is automatically entered in the COB-queue for the PLE.
If the PLE has the data protection mark or if the trunk line is data protected, the call is not
rerouted to the operator assistance. The time the data call remains ringing at the PLE is
defined by system timer NETIMER 093 (DDI data call ringing time out).
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6.2.3. DDI-Call
If DDI is projected on the route a PLE, assigned to one of the trunk lines in the route, is not
used any more. Incoming calls over such a trunk line are NOT routed to the PLE any more but
are switched through to the required destination as indicated by the dial information.
If the dial information of the DDI-call indicates an operator A-queue code dialled prefix the call
is routed to the operator or the SCNE (!) assigned to the route.
If the DDI call set-up is not successful the call can be rerouted to the MCNE which is assigned
to the unit with the incoming trunk line. This rerouting can be defined in the route
characteristics - DDI-options.
6.2.4. Assigning a PLE
A PLE can be defined by assigning a DNR to the trunk line - EHWA with the OM command
CHPLEX. After this command the DNR has FCM 23 (special extension / read-only).
6.3. OVERFLOW EXTENSION
An OVerflow Extension (OVE) is a DNR (extension or group) that is assigned to one or more
routes with incoming calls (either DDI or non DDI). An OVE is used to answer incoming A-
queue calls via these routes to release the normal operator service in case an operator A-
queue is overloaded (A-general, A1, A2 or A3-queue).
The incoming trunk line (route) and the related OVE can be located in different units in the
IMP network. Via the inter-unit links the assistance seeking call is routed from the unit with
the incoming trunk line to the unit with the OVE.
A route can have only one OVE assigned.
An OVE however can be assigned to more route numbers.
An OVE can make normal telephone calls as any other extension with the normal extension
traffic classes.
6.3.1. Forwarding of Operator Call
A call via an incoming trunk line enters a defined A-queue of all operators in an assistance group
either via the route characteristics (for non DDI-routes) or via an operator A-queue dialled
prefix (for DDI-routes). When the call is entered in the A-queue a timer is started:
NETIMER 032 (reroute operator call to OVE time). If the timer expires and the call is still in
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the A-queue (still not answered by the operator) the ISPBX starts a search for an overflow
extension. The trunk line number is related to a route number. If an OVE is assigned to this
route number the ISPBX makes the overflow extension start ringing. Until the call is answered
the trunk line call also stays in the operator service. If the OVE answers the call, the incoming
trunk line call is removed from the operator queue and rerouted to the overflow extension. If
the route number does not have an OVE the trunk call stays in the operator service. If the
operator answers, the call is removed from the overflow extension. Note that if option 107
(offer call to supervisor at first announcement) is false and an announcement becomes active
before the call is offered to the A-queue, the timer starts at the moment the announcement
starts.
If the OVE answers an incoming call, the OVE does not have the same facilities as an operator.
It remains a normal extension with only the voice facilities.
The OVE only offers the initial operator service for the incoming call: the OVE user answers
the incoming call, goes into enquiry and dials the destination party. By going on-hook the trunk
line is transferred to the destination party.
of the busy party. If the call set-up is not successful (no answer or still busy after time period)
the call is NOT rerouted back to the OVE but to the operator or the Main Common Night
Extension (MCNE).
So the OVE only offers the A-queue service; not the M-queue or C-queue service !
The forwarding of an operator call to the OVE is not performed:
- If the OVE is not defined for the route number.

- If the OVE is a group arrangement and all members of the group are absent.
An OVE (extension or group) CANNOT be switched absent / present by dialling the prefix
with res. id. 44/45.
If a call is queued at the operator and routed to the OVE and all the operators go into night
condition, the call at the overflow extension is removed.
6.3.2. Assigning an OVE
An OVE can be defined by assigning a DNR to a route number with the OM command
CHOVEX. After this command the DNR has FCM 23 (special extension / read-only).
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6.4. INDIVIDUAL NIGHT EXTENSION
An Individual Night Extension (INE) is a DNR (extension or group) that is assigned to one or
more incoming or bothway non DDI-trunk lines and is used to answer incoming calls via these
trunks, during NIGHT conditions. An INE can only be assigned to a trunk line if there is not
yet a PLE assigned to the trunk line. The INE is the first line assistance in the night service.
The trunk line and the related INE can be located in different units in the IMP network. Via the
to the unit with the INE. The unit with the incoming trunk line is actually the assistance seeking
unit which invokes the assistance. If the INE cannot assist the call the unit with the incoming
trunk line determines which night service is to be invoked next.
A trunk line can have only one INE assigned.
An INE however can be assigned to more trunk lines. The trunk lines can be assigned to
different routes and can be located in any unit of the IMP network. Trunk lines in the same
route or bundle can be routed to different INEs.
When an INE is assigned to bi-directional trunks, outgoing DDO-calls are still possible.
They are not routed to the INE but directly to the external destination (provided the initiating
party is allowed to use DDO).
A INE can make normal telephone calls as any other extension with the normal extension
traffic classes.
Note: If an INE is called for assistance the INE is assigned a night traffic class!
6.4.1. Non DDI-Call
assigned to the trunk line. If there is no PLE assigned the call is routed to the operator service.
Via the compatibility value of the trunk line the call is routed to a specific operator assistance
group (or assistance area). If there are no operators available in the specific operator assistance
group (area) the call is routed to the general operator assistance group (area). If there are also
no operators available in the general assistance group the call is routed to the night service.
In the night service the ISPBX looks if an INE is assigned to the trunk line. If this INE is defined
the incoming call is routed to the individual night extension.
If an INE answers an incoming (non DDI) call, the INE has the same facilities as an operator as
far as the normal telephone extension allows it.
113
The INE only offers the initial operator service for the incoming call: the INE user answers the
incoming call, goes into enquiry and dials the destination party. By going on-hook the trunk line
is transferred to the destination party.
of the busy party.
If the call set-up is not successful (no answer or still busy after time period) the call is NOT
rerouted back to the INE but to the Main Common Night Extension which offers the operator
M-queue and C-queue assistance in night conditions.
So the INE only offers the A-queue service; not the M-queue or C-queue service!
An INE can perform Break-in and bypassing in enquiry like the operator.
If the INE is not able to answer an incoming non DDI-call the call is rerouted to the SCNE /
MCNE / CANS. The rerouting is performed:
- If the INE is switched absent: the user has dialled a prefix with res. id. 44 (night extension
absent).
If the INE is a group arrangement the INE is automatically absent when all members of the
group are absent. The group is also absent when there are still present group members
but one of the group members (present or absent) dials the night extension absent prefix.
The INE is switched present again when the user dials the prefix with res. id. 45 (night
extension present).
If the INE is a group arrangement the INE is present when at least one member of the
The incoming call which is routed to an absent INE is immediately rerouted to the SCNE
/ MCNE / CANS.
- If the INE is present, the answering time on an incoming assistance call is guarded by the
system timer NETIMER 028 (call forwarding INE to SCNE time). If the timer expires, the
call is NOT forwarded to the SCNE / MCNE / CANS but the INE is put in the 'absent'
condition.( The call remains on the INE.) A next assistance trunk call to the INE (or an
assistance call in the COB-queue for the INE) will be rerouted to the SCNE / MCNE /
CANS immediately. The INE can be set back into the present condition only when the
extension user dials the night extension present prefix with res. id. 45 (night extension
present).
If the timer value 16383 is assigned, the timer is not used and the INE is not switched
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absent. A next call will again be routed to the INE.
The time the INE keeps ringing without answering, will be limited by the timer NETIMER
027 (Night facility ring tone time). If this timer expires, the the external party receives busy
tone and the call is released.
- If a INE is busy and an incoming call via a trunk line is routed to the INE for assistance, the
call can be diverted to the SCNE, MCNE or CANS if the system option LOSYSOP 013
(diversion required of calls to a busy INE) is 'yes'.
If this option is 'no' the calling party is automatically entered in the COB-queue for the PLE.
6.4.3. DDI-Call
If DDI is projected on the route an INE, assigned to one of the trunk lines in the route, is not
used any more. Incoming calls over such a trunk line are NOT routed to the INE any more but
are switched through to the required destination as indicated by the dial information.
If the dial information of the DDI-call indicates an operator A-queue code dialled prefix the call
is routed to the SCNE (!) assigned to the route.
If the DDI-call set-up is not successful the call can be rerouted to the MCNE which is assigned
to the unit with the incoming trunk line. This rerouting can be defined in the route
characteristics - DDI-options.
6.4.4. Assigning an INE
An INE can be defined by assigning a DNR to the trunk line - EHWA with the OM command
CHINEX. After this command the DNR has FCM 23 (special extension / read-only).
6.5. SUB COMMON NIGHT EXTENSION
A Sub Common Night Extension (SCNE) is a DNR (extension or group) that is assigned to one
or more routes (DDI and non DDI) with incoming calls. The SCNE is used to answer incoming
calls via these routes, during NIGHT conditions.
The SCNE is the second line assistance in the night service.
A route can have only one SCNE assigned.

An SCNE however can be assigned to more route numbers.
The route and the related SCNE can be located in different units in the IMP network. Via the
to the unit with the SCNE. The unit with the incoming trunk line is actually the assistance
seeking unit which invokes the assistance. If the SCNE cannot assist the call the unit with the
incoming trunk line determines which night service is to be invoked next.
115
When an SCNE is assigned to a route, outgoing DDO-calls are still possible. They are not
routed to the SCNE but directly to the external destination (provided the initiating party is
allowed to use DDO).
An SCNE can make normal telephone calls as any other extension with the normal extension
traffic classes.
An SCNE offers A-queue assistance (DDI and non-DDI).
Note: If an SCNE is called for assistance the SCNE is assigned a night traffic class!
6.5.1. Non DDI-Call
assigned to the trunk line. If there is no PLE assigned the call is routed to the operator service.
Via the compatibility value of the trunk line the call is routed to a specific operator assistance
group (or assistance area). If there are no operators available in the specific operator assistance
group (area) the call is routed to the general operator assistance group (area). If there are also
no operators available in the general assistance group the call is routed to the night service.
In the night service the ISPBX first looks if an INE is assigned to the trunk line. The call will be
routed to the SCNE related to the route number when:
- An INE is not defined for the trunk line;

- The INE is switched absent;
- The INE is busy and the option for call forwarding to SCNE is 'yes' (see INE-part).
If an SCNE answers an incoming (non DDI) call, the SCNE has the same facilities as an
operator as far as the normal telephone extension allows it.
The SCNE offers both initial and rerouted operator service for the incoming non DDI-call: the
SCNE user answers the incoming call, goes into enquiry and dials the destination party. By
going on hook the trunk line is transferred to the destination party.
of the busy party.
If the call set-up is not successful (no answer or still busy after time period) the call is rerouted
back to the same SCNE; so the SCNE also offers C-queue assistance in night conditions.
So the SCNE only offers the A- and the C-queue service; not the M-queue service!
An SCNE can perform Break-in and bypassing in enquiry like the operator.
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If the SCNE is not able to answer an incoming non DDI-call the call is rerouted to the MCNE
/ CANS. The Forwarding is performed:
- If the SCNE is switched absent: the user has dialled a prefix with res. id. 44 (night extension
absent).
If the SCNE is a group arrangement the SCNE is automatically absent when all members
of the group are absent. The group is also absent when there are still present group
members but one of the group members (present or absent) dials the night extension
absent prefix.
The SCNE is switched present again when the user dials the prefix with res. id. 45 (night
extension present).
If the SCNE is a group arrangement the SCNE is present when at least one member of the
The incoming call which is routed to an absent SCNE is immediately rerouted to the
MCNE / CANS.
- If the SCNE is present, the answering time on an incoming assistance call is guarded by the
system timer NETIMER 029 (call forwarding SCNE to MCNE time). If the timer expires,
the call is NOT forwarded to the MCNE / CANS but the SCNE is put in the 'absent'
condition. A next assistance trunk call to the SCNE (or an assistance call in the COB-queue
for the SCNE) will be rerouted to the MCNE /CANS immediately. The SCNE can be set
back into the present condition only when the extension user dials the night extension
present prefix with res. id. 45 (night extension present).
If the timer value 16383 is assigned, the timer is not used and the SCNE is not switched
absent. A next call will again be routed to the SCNE.
The time the SCNE keeps ringing without answering, will be limited by the timer
NETIMER 027 (Night facility ring tone time). If this timer expires, the the external party
receives busy tone and the call is released.
6.5.3. DDI-Call
If DDI is projected on the route the SCNE, assigned to the route, is not used as extensive as
with non DDI-calls. Incoming DDI-calls are NOT routed to the SCNE but are switched
through to the required destination as indicated by the dial information.
Only if the dial information of the DDI-call indicates an operator A-queue code dialled prefix
the call is again routed to the SCNE (!) assigned to the route.
If the call set-up is not successful the call can be rerouted to the MCNE which is assigned to
the unit with the incoming trunk line. This depends on the route characteristics - DDI-options.
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6.5.4. Assigning an SCNE
An SCNE can be defined by assigning a DNR to a route number with the OM command
CHSCNE. After this command the DNR has FCM 23 (special extension / read-only).
6.6. MAIN COMMON NIGHT EXTENSION
The Main Common Night Extension (MCNE) is a DNR (extension or group) that is assigned
to one or more Assistance Groups in one or more ISPBX units in the IMP network. The
MCNE is the ultimate equivalent of the operator position during night hours and can offer
internal (M-queue), external (A-queue) and rerouted (C-queue) assistance in one or more
units in the IMP network.
The MCNE which is defined for serving a specific ISPBX unit does not have to be located in
that unit. A call needing assistance is routed via the inter-unit links from the unit with the
initiating party (trunk line or internal extension) to the unit with the MCNE.
An MCNE can make normal telephone calls as any other extension but with the normal
extension traffic classes.
Two types of MCNE are possible:
• the general MCNE: one general MCNE per unit,

• the specific MCNE: one specific MCNE per Assistance Group per unit.
A single DNR can be assigned either as a specific MCNE for one or more Assistance Groups
for one or more units or as a general MCNE for one or more units.
A single DNR cannot be assigned as a general as well as a specific MCNE. An extension DNR
or a group DNR can be assigned as MCNE.
Say, a call with Compatibility Value x belonging to operator Assistance Group X needs
assistance.
When there is no operator available in Assistance Group X in all units, there are two
alternatives:
• A specific MCNE has been defined for Assistance Group X in the originator unit. In this
case the call is routed to the MCNE. Note that the MCNE can never be switched absent.
• No specific MCNE has been defined for Assistance Group Y in the originating unit. In that
case the call is routed to the General Assistance Group and, if no operator is present, to
the proper night extension e.g. INE, SCNE or the general MCNE in the originator unit. If
the general MCNE is not defined or absent, external calls could be routed to the CANS of
the originator unit.
118
6.6.1. Internal Assistance
The MCNE is the extension that is used to answer internal assistance requests (M-queue
service) when there are no operators available.
For internal assistance requests the MCNE is the first line assistance in the night service. If an
internal party initiates an assistance call (initial M-queue service) the ISPBX first looks for an
available operator in the specific Assistance Group in the ISPBX unit where the initiator
resides. If no specific operators are available in this unit the ISPBX starts looking for another
specific operator in another ISPBX unit via the assistance area (if defined).
If there are no specific operators available, the ISPBX reroutes the call to the specific MCNE
of the Assistance Group, even though there might be operators available in another Assistance
Group or area. The specific MCNE is always present and can never be switched absent. So, if
the specific MCNE is defined, the call will not be routed further.
If the specific MCNE is not defined then the call is forwarded to the operator(s) in the general
Assistance Group. If the general Assistance Group is in night then the call is routed to the INE,
SCNE or general MCNE (if defined and present). If not defined or present, then the call goes
to the CANS.
The MCNE cannot be switched absent with regard to internal assistance requests. Even
though the MCNE is switched absent an internal assistance request will make the MCNE
extension start ringing. Call forwarding of internal assistance requests to the CANS is not
applied.
If an MCNE answers an internal assistance call, the MCNE has the same facilities as an
operator as far as the normal telephone extension allows it. The MCNE can enter the enquiry
state and dial the requested destination party (internal or external). Before or after answering
the MCNE can transfer the initiating internal party to the destination party. An MCNE can
perform break-in and bypassing in enquiry like the operator.
Note: If an MCNE is called for internal assistance via the operator dialled general or priority prefix
the MCNE is assigned a night traffic class!
6.6.2. External Assistance
The MCNE is also used to answer incoming calls (A-queue service) via routes, during NIGHT
conditions.
The trunk line and the related MCNE can be located in different units in the IMP network. Via
the inter-unit links the assistance seeking call is routed from the unit with the incoming trunk
line to the unit with the MCNE. The unit with the incoming trunk line is actually the assistance
119
seeking unit which invokes the assistance. If the MCNE cannot assist the call the unit with the
incoming trunk line determines which night service is to be invoked next.
When an MCNE is assigned, outgoing DDO-calls are still possible. They are not routed to the
MCNE but directly to the external destination (provided the initiating party is allowed to use
DDO).
• Non DDI
The MCNE is also used to answer incoming calls via non DDI-routes (initial A-queue
service), during NIGHT conditions.
For external assistance requests the MCNE is the third line assistance in the night service.
assigned to the trunk line. If there is no PLE assigned the call is routed to the operator
service. Via the compatibility value of the trunk line the call is routed to a specific operator
Assistance Group (or assistance area). If there are no operators available in the specific
operator Assistance Group (area) the call is routed to the specific MCNE (if defined) and
is not routed any further. If the specific MCNE is not defined, then the call is routed to the
general operator Assistance Group (area). If there are also no operators available in the
general Assistance Group the call is routed to the night service.
In the night service the ISPBX first looks if an INE is assigned to the trunk line. If the call
cannot be answered by an INE the call is rerouted to the SCNE related to the incoming
route number. If the call cannot be answered by the SCNE (SCNE absent, SCNE not
defined for route) the call is rerouted to the general MCNE related to the unit where the
trunk line is connected.
If an MCNE answers an incoming (non DDI) call, the MCNE has the same facilities as an
operator as far as the normal telephone extension allows it.
The MCNE only offers the initial operator service for the incoming call: the MCNE user
answers the incoming call, goes into enquiry and dials the destination party. After a transfer
the trunk line is connected with the destination party.
The trunk line may be transferred to the destination party without waiting for answer. If
the destination is busy the transfer results in a COB-initiation of the trunk line in the COB-
queue of the busy party.
If the call set-up is not successful (no answer or still busy after time period) the call is
rerouted back to the MCNE: the Main Common Night Extension also offers the C-queue
assistance in night conditions.
• Forwarding of Non DDI-Call

If the MCNE is not able to answer an incoming non DDI-call the call is rerouted to the
CANS. The Forwarding is performed:
- If the MCNE is switched absent: the user has dialled a prefix with res. id. 44 (night
extension absent).
120
If the MCNE is a group arrangement the MCNE is automatically absent when all
members of the group are absent. The group is also absent when there are still present
group members but one of the group members (present or absent) dials the night
extension absent prefix.
The MCNE is switched present again when the user dials the prefix with res. id. 45
(night extension present).
If the MCNE is a group arrangement the MCNE is present when at least one member
of the group is present and the group arrangement is not switched absent (one of the
absent or present group members dials the night extension present prefix).
The incoming call which is routed to an absent MCNE is immediately rerouted to the
CANS.
- If the MCNE is present, the answering time on an incoming assistance call is guarded
by the system timer NETIMER 030 (call forwarding MCNE to CANS time). If the timer
expires, the call is NOT forwarded to the CANS but the MCNE is put in the 'absent'
condition. A next assistance trunk call to the MCNE (or an assistance call in the COB-
queue for the MCNE) will be rerouted to the CANS immediately. The MCNE can be
set back into the present condition only when the extension user dials the night
extension present prefix with res. id. 45 (night extension present).
If the timer value 16383 is assigned, the timer is not used and the MCNE is not
switched absent. A next call will again be routed to the MCNE.
The time the MCNE keeps ringing without answering, will be limited by the timer
NETIMER 027 (Night facility ring tone time). If this timer expires, the the external
party receives busy tone and the call is released.
Note: If an ISPBX unit is not assigned to a CANS area, rerouting from the MCNE to the CANS is
not possible Therefore it will not be allowed to switch the MCNE, related to the applicable
ISPBX unit, absent even though the MCNE is located in another ISPBX unit.
• DDI-Call
If DDI is projected on the route, incoming calls are NOT routed to the MCNE but are
switched through to the required destination as indicated by the dial information. If the
DDI-call is not successful the call can be rerouted to the operator or night service (route
characteristics - DDI-options). In night situations the MCNE is used for the rerouted
assistance.
If the dial information of the DDI-call indicates an operator A-queue code dialled prefix the
call is first routed to the SCNE related to the route number. If the SCNE is not defined or
if the SCNE is absent, the call is routed to the MCNE for assistance.
Note: If an MCNE is called for assistance the MCNE is assigned a night traffic class!
121
6.6.3. Rerouted Assistance
The MCNE is the extension that is used to answer rerouted assistance requests (C-queue
service) when there are no operators available.
For rerouted assistance requests the MCNE is the first line assistance in the night service.
In night situations the MCNE is the extension used to assist calls that would arrive at the
operator C-queue in day situations:
- PLE, INE or the MCNE itself assists an incoming call and transfers the trunk line to the
destination party without waiting for answer or enters the trunk line in the COB-queue
for a busy party. The call is rerouted to the operator C-queue after expiry of the timer
NETIMER 022 (return to operator / night service time). In night conditions the call is
routed to the MCNE. (In case of a paging call, NETIMER062 'paging return to operator
time' is used.)
The MCNE related to the unit with the incoming trunk line is used!
If an SCNE assisted the incoming call and the call is not successful, the call is returned back
to the SCNE. If the SCNE is not able to handle the call the call is rerouted to the MCNE.
- A DDI-call arrives over a trunk line but the dial information cannot be analysed correctly.
If the call is to be rerouted to the night service (route characteristics - DDI-options) the
call is rerouted to the MCNE related to the unit with the incoming trunk line.
- A DDI-call arrives over a trunk line and is routed to a destination party. If the call set-up is
not successful (no answer, busy, DDI-barred etc.) the call can be rerouted to the night
service (route characteristics - DDI-options). The call is now rerouted to the MCNE
related to the unit with the destination party.
If a MCNE answers a rerouted assistance call, the MCNE has the same facilities as an operator
as far as the normal telephone extension allows it.
If the MCNE is switched absent the C-queue call is rerouted to the CANS as described in the
external assistance part. If an ISPBX unit is not related to CANS the MCNE related to this unit
cannot switch absent.
Note: If an MCNE is called for internal assistance the MCNE is assigned a night traffic class!
122
6.6.4. MCNE per Assistance Group (valid up to/including Call@Net 2.7)
General
Up to/incl. Call@Net 2.7 an MCNE can be assigned per Assistance Group per unit, so on a
'user group basis'.
Preconditions
Two types of MCNE are possible:
• the general MCNE: one general MCNE per unit,

• the specific MCNE: one specific MCNE per Assistance Group per unit.
A single DNR can be assigned either as a specific MCNE for one or more Assistance Groups
for one or more units or as a general MCNE for one or more units.
A single DNR cannot be assigned as a general and at the same time as a specific MCNE. An
extension DNR or a group DNR can be assigned as MCNE.
Execution
Say, a call with Compatibility Valuex belonging to operator Assistance Group X needs
assistance.
When there is no operator available in Assistance Group X in all units, there are two
alternatives:
• A specific MCNE has been defined for Assistance Group X in the originator unit. If the
specific MCNE is present then the call is routed to this MCNE. To prevent that the call is
routed to the CANS, the specific MCNE cannot be switched absent.
• No specific MCNE has been defined for Assistance Group Y in the originating unit. In that
case the call is routed to the General Assistance Group and, if no operator is present, to
the proper night extension e.g. INE, SCNE or the general MCNE in the originator unit. If
the general MCNE is not defined or absent, external calls could be routed to the CANS of
the originator unit.
123
Call with Cvx
Night
No
Absent or
not defined
Figure 6-1 Overview of assistance diversion.
124
6.6.5. Multi Tenant Night Extension (since Call@Net 2.8)
Multi Tenant Night Extension means that, since Call@Net 2.8, an MCNE is related to a
Compatibility Value (CV). This replaces the existing functionality MCNE per Assistance Group
available up to/including Call@Net 2.7.
MCNEs are now assigned to compatibility values; so up to 254 tenants can have their own
MCNE. Besides the MCNE/CV relation, also the selection of an MCNE has been made more
flexible: it is now possible to select whether the call to a specific Assistance Group in night is
passed immediately to the specific MCNE or is first routed to the general Assistance Group.
Execution
MCNEs are related to a CV. The OM command to be used is CHMCNE.
Execution of assistance seeking for Multi Tenant Night Extension is as follows: A call seeking
assistance is routed to the operator assistance group, which is derived from the CV of the call.
This assistance CV is derived from one of the following:
- CV of the destination party

In case of a valid destination party, the CV of the destination party is selected.
- CV of trunk-route of the call initiator

In case of an invalid destination party, the CV of the incoming trunk-route, on which the
initiator dials in, is selected.
- CV of Operators with DDI to Operator A-queue or A-general (from Call@Net 2.7)

From Call@Net 2.7 a CV can be assigned to the operator A-queue and Operator A-
general. In case a DDI call is made to these operators, the CV of the Operator A-queue
or A-general will be selected.
Suppose the system is not in the 'night' condition but there is no operator available with an
Assistance Group comprising the CV of the caller.
Up to/including Call@Net 2.7 the call could be routed to a specific MCNE (with the same
Assistance Group as the caller) and, if such a specific MCNE did not exist, it could be routed
to the General Assistance operator. If no General Assistance operator was available, the call
could be routed to the proper night extension (INE, SNCE or General/Specific MCNE).
Since Call@Net 2.8, a choice can be made. OM command CHASPR has an optional ASSIST-
GROUP-PROPS parameter Q.
Suppose all assistance groups are in night condition (all operators absent/no operators).
125
Because of the night condition, the system starts seeking assistance for the call based on the
existence of the specific MCNE to CV relation group and group property Q of the call.
Q = When in night, go to general Assistance Group before (specific) MCNE (off/no = 0, on/
yes = 1).
• Q = off = 0 (default, this behaviour is the same as up to/including Call@Net 2.7)

A call with CVx is routed to a specific Assistance Group n operator (Assistance Group n
comprising CVx) or a general Assistance Group operator.
In case of routing to the specific Assistance Group operator (which is in 'night'), the call is
routed to the specific MCNE assigned to the call CVx.
If the specific MCNE is not defined, the call is routed to general Assistance Group
operator (which is in night) after which the general MCNE is selected (after INE and
SCNE, if assigned).
If the specific MCNE is assigned, no operator or other night extensions are selected
anymore.
If the general MCNE was selected and not available or not defined, CANS is activated
(when projected).
• Q = 1 = on (possible since Call@Net 2.8 upwards)

A call with CVx is routed to a specific Assistance Group n operator (Assistance Group n
comprising CVx) or general Assistance Group operator.
In case of routing to specific Assistance Group operator (which is in 'night'), the call is
routed to the general Assistance Group operator.
The call is now routed via INE and SCNE (if assigned) to the specific MCNE assigned to
call CVx (or when no specific MCNE was assigned to the general MCNE).
If the general MCNE was selected but is not available/defined, CANS is activated (when
projected). If the specific MCNE was selected, this is the end of the chain.
126
Call looking for assistance with CVx
(in this example the call is routed to a specific
Assistance Group)
CV x ... y All other CVs

Assistance Group n General Assist. Group
(Night) 1) (Night) 1)
Specific
No
MCNE assigned
2)
Yes
Assist.
Grp. Prop. Q = 0 or 1 On
3)
Off
1. INE
NIGHT SERVICE
2. SCNE
Specific
Yes
MCNE assigned ?
2)
No
Specific MCNE(s) 4) 3. General MCNE

(assigned to a CV) 4. CANS
Figure 6-2 Overview of call assistance diversion to a night extension
Notes in Figure 6-2 "Overview of call assistance diversion to a night extension" :
1. Night service diversion when Assistance Group is "in night" due to empty Assistance Group
(no operators assigned) or all operators are absent.
2. Check if a specific MCNE was assigned to CVx. If entered after the specific Assistance
Group was in night condition and no specific MCNE is assigned, the call is requeued to
the general Assistance Group.
3. (Specific) Assistance Group option Q: "When in night, go to general Assistance Group
before MCNE". Group option Q has no meaning for the general Assistance Group.
4. Specific MCNEs can not be switched absent.
127
Restrictions (when using the SysManager)
- The MAC-Manager does not support specific MCNEs per CV (so OM must be used) and
since Call@Net 2.8 upwards also MCNEs per Assistance Group s can not be used
anymore.
- Assistance Group option Q "When in night, go to general Assistance Group before MCNE"
is also not supported.
- When upgrading to Call@Net 2.8, note that in the MAC-Manager the MCNE/Assistance
Group relations will not be converted into MCNE/CV relations.
6.7. COMMON ANSWERING NIGHT SERVICE
The Common Answering Night Service (CANS) is the last facility in the night service. It is used
when all other facilities are unable to assist the call. It is not an extension offering night service
but only a way of notifying the presence of a call that needs assistance. Any person on the
premises that hears the call can offer the assistance via a call pick-up.
The CANS is used when a call is routed to the MCNE for assistance and the MCNE is not
defined for the applicable unit or if the MCNE is in the absent condition (see above).
As the MCNE is related to an ISPBX unit the CANS is also assigned to an ISPBX unit. To offer
more functionality the CANS of the several units in the IMP network can be related into so
called CANS areas. In the remaining part of this part the CANS functionality in a single ISPBX
unit is discussed first. Lateron we will discuss the CANS area.
6.7.1. External and Rerouted Assistance Requests
If a call cannot be assisted by the MCNE the call is forwarded to the CANS. As discussed in
the MCNE-part only external calls (A-queue service) and unsuccessful or rerouted calls (C-
queue service) will be forwarded to CANS. Internal assistance requests (M-queue service) will
not be forwarded to CANS.
If an operator or MCNE becomes present while there is one or more calls in the CANS queue,
these calls are removed from the CANS queue and presented to the operator or the MCNE.
If a call is routed to the MCNE and the MCNE is not defined or in the absent mode, the call is
placed in the CANS queue. Now the ISPBX unit will send an alarm to the MCNE user (usually
the night guard on patrol) to notify the call waiting situation. Therefore the CPU of the ISPBX
activates a relay on the CIE-board. Via this relay a system of hooters or bells can be activated.
In the rest of this chapter the term Hooter will be used. If a hooter is used in a CPU3000
system, it must be connected via an alarm unit (via a V.28 port).
If a unit supports the Hooter, the presence of a hooter is to be marked. This is done by the
128
OM command CHHOOT. If a call is sent to the CANS, the hooter in the unit is activated. The
ringing rhythm of the hooter (relay activated / deactivated) can be defined in the system timers
NETIMER 024/025 which define the time the hooter is 'ON'/'OFF'.
The guard hears a call is waiting for him via the hooter. He can pick up the call on hold from
any extension in the unit by dialling the prefix with res. id. 46 (CANS code dialled). The ISPBX
now establishes a speech path between the party on hold and the extension from which the
prefix was dialled. This extension is now to be used as a sort of operator extension. Therefore
the extension is assigned a special traffic class. This is the same traffic class that is assigned to
the CANS facility. The CANS traffic class can be defined by the command CHTRNE.
The time that a 'hooted' call can be answered, is limited by the system timer NETIMER 031
(CANS release time). If the timer expires, the call is released.
The hooter itself is activated for a maximum period of time defined by the timer NETIMER
023.
At the same time a limited number of calls can be in the queue for assistance by CANS. This
limit is defined by means of the boundary LOBOUND 029.
If a call arrives over an assisted trunk line and the maximum number of calls are in the queue,
busy tone is provided to the calling party.
6.7.2. CANS Areas
As discussed above the night assistance can be offered from any extension in an ISPBX unit
when a call is routed to the CANS facility of that unit.
In a multi-unit system, with the different units located at the same premises, this might
produce some difficulties:
- If the hooters cannot be distinguished the guard hears the hooter but does not know
which unit has activated the CANS facility. Therefore he also does not know which
extension to use to pick-up the call.
- If the hooters can be distinguished the guard hears the hooter and knows which unit has
activated the CANS facility. He still does not know which extension to use to pick-up the
call: the extension must be connected to the correct ISPBX unit.
On the other hand it will not be useful to relate the CANS facilities of all ISPBX units to each
other. If the ISPBX units are widely spread over different premises a guard on one premises
cannot hear the hooter on the other premises. The call pick-up is not performed from the
remote ISPBX units.
129
To relate the CANS facilities of only a number of ISPBX units together the CANS AREA is to
be defined. A CANS area is a series of ISPBX units which are related together.
If in an ISPBX unit a call is routed to the CANS the CPU also sends a message towards all other
ISPBX units in the CANS area. Via this message all units know the originating unit were the call
is placed in the CANS-queue. In all units which are assigned the hooter-mark (see above) the
relay (or the alarm unit) is activated.
From any extension in one of the ISPBX units in the CANS area the call can be picked up. The
user dials the CANS code dialled prefix. The ISPBX unit from which the prefix is dialled sends
a message towards the unit with the CANS-call. Via the inter-unit link the speech path
between the extension offering the assistance and the CANS-call is established.
Units not assigned to the CANS area do not receive the message from the originating unit and
an extension in one of these units cannot be used to pick-up the CANS call.
Via one or more CANS-areas the CANS facilities of all ISPBX units in the IMP network can be
customised to the location of the ISPBX units.
An iS3000 unit can only be connected to one CANS area but a CANS area can serve the calls
of one or more ISPBX units the Inter-Unit network. Within a CANS area one ISPBX unit is the
central unit. This is only a virtual central unit: it does not have any additional meaning. A CANS
area can be defined by assigning other ISPBX units to the central unit in the area with the OM
command ASCANS.
In Figure 6.1. all the relations of call assistance diversion between the operator and the various
special and night extensions, in day and night situations, is illustrated.
130
Figure 6-3 Call Assistance Diversions.
131
6.8. DIVERSIONS ON NIGHT EXTENSIONS
Like for normal extensions “Follow Me on Night Extensions” can be (de)activated by means
of operational maintenance (OM command CHFLME) or by initial dialling.
“Call Forwarding on Don't Answer” (CFDA) from a night extension is only initiated by means
of OM command CHCALF (same as for normal terminals).
Capabilities of the night extension and the traffic class assigned to the CANS are, in case of
CFDA or FM, diverted to the other extension. This means that both, individual and assistance
calls are diverted to the destination extension. In case of twinning, the twinning destination will
also get night-capabilities and the traffic class assigned to the CANS if it takes the (night) call.
The diversion destination on night extension may be an internal or external destination, an
extension or a group.
Execution (see also Figure 6-4 "Diversions on Night Extensions.")
When a night extension is present and FM on that extension is activated, assistance call to the
night extension will be diverted to the FM destination.
When a night extension is present and CFDA on that extension is assigned, assistance call to
the night extension will be diverted to the CFDA destination after the call forwarding time-out.
If the night extension is absent, overflow to the next level (INE SCNE MCNE CANS) will take
place and the diversion will not be executed.
The diversion destination extension can still make normal outgoing calls but with its individual
extension traffic class.
If the diversion destination answers a night service diverted call, a special traffic class (for
enquiry calls) is assigned to the diversion destination. This traffic class is the same one as is
assigned to the CANS facility.
The “absence on time-out” facility is not executed on a diversion destination of a night

extension if that extension doesn't answer the night service diverted call.
The diversion destination that answers a night service diverted call, will have the night facilities
break-in and bypassing allowance, automatic COB for external calls and re-queue to operator
(after transition from night to day for enquiry calls).
Note: In case the diversion destination is situated in another ISPBX and coupled via DPNSS, the
diversion destination does not obtain the night capabilities of the night extension. The
diversion destination will act as a normal extension.
132
Calls to night service
Present No
INE ? Follow me ? To INE-ext *3
Absent/not-defined Yes
Follow Me
destination
*1
Present No
SCNE ? Follow me ? To SCNE-ext *3
Follow Me
destination
*2
Present No
MCNE ? Follow me ? To MCNE-ext *3
Follow Me
destination
CANS
*1 = Redirected call to SNCE

*2 = Redirected call to MCNE or operator M code dialled (in night)
*3 = To CFDA destination after call forwarding time-out if a CFDA relation is present
Figure 6-4 Diversions on Night Extensions.
133
6.8.1. B - Number in Redirected Calls
In case a night extension has set follow me to an alternative destination and system option 195
"Dialled Number as Diverting Number for Night Diversion" is set, then for assisted calls the
forwarding information contains the dialled number instead of the DNR of the night extension.
In general, this is the number that is presented in the B-party display field of the operator
console in case assistance is given via an operator console.
This system option 195 (since SIP@Net 4.5) is only valid when no operators are present and
assistance is done by the night extension.
Examples
Night extension 1000 has forwarding to number 2000 and system option 195 is set.
• User 1234 dials the "9" being the "operator M code" :

then the call is delivered at 2000 that sees that the call is originated by 1234 and
unconditionally forwarded by "9".
• User 1234 dials "1000" :

unconditionally forwarded by "1000".
• Incoming trunk user 0356894052 dials "4000" that is a busy extension and assistance is
initiated :
forwarded by "4000" with forwarding reason "busy".
• Incoming trunk user 0356894052 dials "4000" that does not answer and assistance is
initiated :
forwarded by "4000" with forwarding reason "no answer".
This also applies when the night extension has set follow me to an external number and the
signalling type of the trunk support diversion information (e.g. DPNSS, QSIG or SIP) then the
diversion information is provided as described above.
134

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AMENDMENTS ................................................................................................

3.1.1. Internal Call .................................................................................................. 41

4.13.4. Break-In ........................................................................................................76

5.7.2. SuperVisor 60E .......................................................................................... 104

Release date : 01/Oct/2010

Fully Integrated Networks (FINs) are only supported by the iS3070/3090!

NOTICE TO THE USER

Unless stated otherwise (in text and figures), the term :

- ALC-G represents the ALC-G, ALC-GP or ALC-G(R).

1.1. OPERATOR ASSISTANCE

1.1.1. Initial Operator Assistance

1.1.2. Rerouted Operator Assistance

1.1.3. More Operators

1.2. BOUNDARIES, OPTIONS AND TIMERS

For more information: see Second Line Maintenance Manual.

2.1.1. Operator DNR

2.1.2. Operator Traffic Class

2.1.3. Operator Number Analysis

2.1.4. OM Commands via Operator Console

2.2. OPERATOR POSITION TYPES

The SuperVisor 20 (SV20) is an analogue operator console and is connected to an operator

• Projecting Data for model 25-A

- for the DLC-C/D, subsignalling group 1904, bit 01.

- for the DLC-C/D, in bytes 8... 13.

PASSWORD DIGIT PROJECTED BYTE VALUE

Table 2-1 SUPERVISOR 30 Passwords.

2.2.6. SUPERVISOR 50E AND 50S

- Hardware type : 255;

These parameters are assigned with OM commands ASBRDS and ASPCTB.

As the SystemManager-operator uses a normal ISPBX extension it is not regarded as a regular

The ISPBX must comply with the following requirements:

Note: A maximum of two SV60Es are allowed per PM.

- it is only used for speech;

2.2.10. Projecting Advice

To prevent further degradation, it is also recommended to place a maximum of 2 operators

Table 2-2 Various Types of Operator Circuits

2.3. ASSISTANCE GROUPS IN AN ISPBX UNIT

Operators are assigned to an assistance group with the following OM command:

CHASOP: <operator DNR>[ ,<assistance group number>];

CHASCV: <CV>[ ,<assistance group number>];

2.4. ASSISTANCE AREAS IN AN IMP NETWORK

An example of the configuration of assistance areas in an IMP network is illustrated in Figure

In the example the operator availability list can be specified as follows:

CHOPAV: <unit>[, [<assistance group number>]

• De-centralised operator assistance

Figure 2-3 Flexible Operator Service.

- if the DPNSS route characteristic 'assistance required' is set to no.

Incoming DND and See note 5

Y Clear call Clear call

Detemines See note 3

Queue at Queue at operator See note 1 See note 2

Figure 2-4 Assistance determination in the destination PBX

DDI N DND and N See note 5

Y Clear call Clear call

Detemines See note 3

Queue at Queue at operator Clear call See note 4

Figure 2-5 Assistance determination in the source (=destination) PBX

Notes on the previous two figures.

Yes Is assistance point No

Use assistance point and local Use default assistance point

Assistance point and

Figure 2-6 Assistance Point and Local Operator Mark determination

Set up an assistance call to the indicated assistance PBX.

• Selected assistance request