Call Processing Feature/Function Glossary and Definitions

This appendix is an abridged glossary of voice calling features that are available on leading PBX systems. This glossary is intended to be representative of the most popularly requested customer features, but it does not include all of the currently available features. Each PBX system feature set is unique, and feature capabilities differ across manufacturers’ models. Although the typical PBX station user may commonly use only a small fraction of these features under normal working conditions, each feature has some productivity and/or cost savings value. PBX systems that lack more than 15 percent of these features cannot be said to be competitive in the marketplace.

Station User Features

Add-on Conference

This feature allows a station user to add a third party to an existing two-party conversation.

Automatic Callback

This feature is used when a dialed station is busy. When the feature is activated, the system automatically attempts to call the desired station until the line is free. The calling party is alerted that the called party is available. This saves wasted time dialing when encountering busy signals.

Automatic Intercom

This feature provides a talking path between two voice terminal users. A station user presses a programmed automatic intercom button and lifts the handset, or vice versa. The called user receives a unique intercom alerting signal, and the status lamp associated with the dial or automatic intercom button, if provided, flashes.

Bridged Call Appearance

This feature allows the same line appearance to be programmed to appear on more than one telephone. It is very useful in manager–assistant relationships and call answering position environments. A bridged call appearance can reduce the number of abandoned or lost calls and allows the coverage station to prescreen calls for the called party.

Call-Back Last Internal Caller

This feature allows a station user to automatically consult and call back the last internal caller to the station (unanswered call) by implementing the feature code.

Call Forwarding—All Calls/No Answer/Busy

This feature allows a station user to divert all incoming calls to another programmed station. All Call activation diverts all incoming calls to the station; no answer activation diverts calls after a programmed number of rings; busy activation diverts incoming calls when the station is busy. The features are useful when a station user is away from the desk area, wishes to receive calls at another station, or when there is a desire not to receive calls, but the user wants the call answered. The most common coverage station is a voice messaging port. Call forwarding features decrease abandoned or lost calls and improve call coverage service for the calling party.

Call Forwarding—Follow Me

This feature allows a station user to activate the call forwarding feature from a remote telephone by changing an existing forwarding destination. It provides station users with the capability of changing call forwarding destinations without returning to their desks, and can be used to “follow” station users around the system if they wish to receive calls at different stations.

Call Forwarding—Off Premises

This feature allows a station to forward all calls to an off-premises location outside the system. It allows station users to receive calls at a programmed outside telephone line when they are out of the office.

Call Forwarding—Ringing

This feature allows a station user of a multiple line voice terminal with display to forward an incoming call during the ringing period to another station. The station user can read the display for screening information, such as CLID or calling party name, before activating the feature through a programmed feature button or dial access code. The rerouted call destination is input by the station user after feature activation. The operation is transparent to the calling party.

Call Forwarding—Selective Multiple Line

This feature allows a station user of a multiple line voice terminal to selectively call forward any or all line appearance numbers.

Call Hold

This feature allows a station user to place an existing call in a hold state when there is another incoming call or the station user must leave the desktop area for more than a few seconds. Call hold provides station users with the flexibility of handling multiple concurrent calls without re-establishing the connection after finishing another call.

Call Park

This feature allows a station user to “park” a call at the received station, effectively placing the call in a hold state, retrieve the call at another station, and continue the conversation. A second party can also retrieve the parked call if notified by the first party. The feature provides station users with mobility and eliminates the need to return calls.

Call Pickup

The feature allows a station user to retrieve and answer a call directed to another station (direct), any station in the station user’s assigned call pickup group (group), or another call pickup group (designated group). The station user presses a programmed call pickup button or dials the desired feature access code to implement the feature.

Call Transfer

This feature allows a station user to divert an existing call to another station within the system. It eliminates the need for the original calling party to hang up and redial another telephone line to reach the desired or proper called party.

Call Waiting

This feature notifies a station user engaged in conversation that there is another incoming call to the station line number. The notification is usually a special tone or display signal on the telephone. Call waiting reduces lost calls, improves customer service, and reduces the number of calls forwarded to another station or messaging system.

Consecutive Speed Dialing

For speed dialing all station number digits are registered as the speed dial code. This feature allows a common set of partial station number digits to be registered as the speed dial code, and allows the station user to dial the remaining digits of each number to establish the call.

Consultation (Broker) Hold

This feature allows a station user to place one party on hold and confer with a third party on another line. This feature reduces call backs and improves customer service. Some systems allow the station user to toggle back and forth between two lines.

Customer Station Rearrangement

This feature allows station users to physically relocate their multiple line voice terminals internal to the system. When a station user moves between locations, the voice terminal station (number and COS) is logically transferred. This service is activated as follows: dialing the “moving” feature code followed by a personal code; the terminal is out of service; the terminal is disconnected, moved, and reconnected in the new location; the terminal is reinitialized by dialing its extension number, followed by the personal code; the station rings immediately and when answered, the set is validated. The former and latter locations must support the same category of voice terminal.

Discrete Call Observing

This feature allows a supervisor to monitor a conversation between an assistant and a caller on a preselected line. While the supervisor is listening, the voice terminal microphone is off and the assistant is informed that the feature is activated by a notice on the voice terminal display. During monitoring, the supervisor can take over the call.

Distinctive Ringing

This feature allows the system administrator to define distinct ringing patterns for different call types, such as internal, defined internal line, external, private network, emergency, and private line. Station users can use this feature as a call screening device to decide which calls to answer and which are to be forwarded to a coverage station. The number of distinct patterns differs greatly between different system models.

Dial by Name

This feature allows a station user with a voice terminal equipped with an alphabetical keyboard to call an internal extension or external number by typing in a name using last name, first name, or initials. The directory database can be locally stored in the voice terminal or accessed from a centrally located database in the PBX system or application.

Do Not Disturb

This feature allows a voice terminal user to request that no calls, other than priority calls, terminate at a particular extension number until a specified time. At the specified time, the system automatically deactivates the feature and allows calls to terminate normally at the extension.

Elapsed Call Timer

This feature provides a display of the elapsed time when a multiple line voice terminal is connected to any trunk circuit.

Emergency Access to Attendant

This feature allows emergency calls to be placed to an attendant with special priority status. Calls can be placed automatically when the telephone is in an off-hook state or by dial access. The attendant receives visual and audible feedback when the call is received. The feature is important for situations requiring immediate attendant access.

Executive Busy Override

This feature allows a station user to cut into an internal party’s conversation. This feature decreases call backs, saves time reaching the called party, and decreases calls sent to coverage positions.

Executive Calling

This feature allows a station to be assigned VIP class status. The feature allows a VIP station to send a special ringing signal to a called station when idle and automatically send multiple tone bursts to that station when busy.

Executive Access Override

This feature allows a station user to connect a call to an internal extension that is in call forward or do not disturb mode. The service is authorized by COS level.

External Paging with Meet-Me

This feature allows a station user or attendant to dial a local paging equipment access code and connect both parties automatically after the paged party has answered the page and dials a special access code.

Facility Busy Indication

This feature provides multiple line telephone users with a visual indication of the busy or idle status of internal station numbers, trunk groups, hunt groups, or paging zones. Station users can monitor the activity of frequently called numbers with this feature, eliminating encountered busy signals.

Group Listening

This feature allows a station user of a multiple line voice terminal with an integrated speakerphone to place a call using the handset and activate the terminal’s built-in speaker, to allow others to listen to the conversation while the station user continues talking through the handset.

Hands-free Dialing

This feature allows a station user of a voice terminal with a built-in speaker to dial and monitor a call without lifting the handset.

Hands-free Intercom

This feature allows a station user of a voice terminal with a built-in speaker to answer a voice call without lifting the handset. The incoming voice call is heard over the speaker.

Help/Information Key

This feature provides a station user of a multiple line voice terminal with display immediate access to help menus for terminal programming and feature access procedures. Information is displayed by the system in user-friendly way. If a feature access code is changed, it will be displayed automatically in the feature menu. Service consultation shows all the relevant functions and their associated feature codes. This feature allows self-training on the voice terminal and also reduces the need for paper labels on telephone features.

Hot Line

This feature automatically dials calls to preassigned internal stations, off-premises stations, or feature access codes when the handset is lifted. It eliminates the need to dial a number or access code, thereby simplifying and accelerating the process.

Incoming Call Display

This feature, available on telephones with display fields, provides visual notification to the station user of the calling party’s station number or incoming trunk group name. The calling party’s name may also be displayed with the station number. The feature is a screening device to decide whether to answer or divert the call.

Individual Attendant Access

This feature allows users to access a specific attendant console. Each attendant console can be assigned an individual extension number.

Intercom Dial

This feature allows multiple line voice terminal users to gain quick access to select other voice terminal users within an administered group. Calling voice terminal users lift the handset, press the dial intercom button, and dial the one- or two-digit code assigned to the desired party. The called user receives an alerting tone, and the status lamp associated with the Intercom button, if provided, flashes.

Last Number Redialed

This feature stores the last number dialed by the station user and allows the station user to automatically dial the number by using a programmed feature button or feature access code. It simplifies the calling process, reduces misdialed calls, and saves time.

Line Lockout

This feature removes single line voice terminal extension numbers from service when users fail to hang up after receiving dial tone signals, fol- lowed by intercept tone signals. The intervals for each tone signal are administrable.

Loudspeaker Paging Access

This feature provides station users or attendants dialing access to voice paging systems. This is useful for paging purposes regardless of the station user’s location within the premises environment. It is often used with the call park feature.

Malicious Call Trace

This feature allows a station user to notify a predefined set of station positions that a malicious call is in process. The notified station users can then gather information and data about the call to identify the calling source. The feature is useful when a CLID or ANI is not displayed.

Manual Intercom

This feature allows a station user to call a manual intercom group member by pressing the manual intercom button. All member of a manual intercom group share a common signaling path. When the manual intercom button is pressed, a special tone burst is sent over the voice terminal speakers of all group members. When a group member answers, a speech path is established.

Manual Originating Line Service

This feature connects single line voice terminal users to the attendant automatically when the user lifts the handset. The attendant code is stored in an abbreviated dialing list. When the manual originating line service voice terminal user lifts the handset, the system automatically routes the call to the attendant using the hot line service feature.

Manual Signaling

This feature allows a voice terminal user to signal another voice terminal user. The receiving voice terminal user hears a short burst of tone. The signal is sent each time the button is pressed. If the receiving voice terminal is already being alerted with an incoming call, manual signaling is denied.

Message Waiting

This feature enables multiple line appearance voice terminal users, by pressing a designated button on their own terminals, to light the status lamp associated with the message waiting button at another multiple line appearance voice terminal. Activating the feature causes the lamp to light on the originating and receiving voice terminals. Either terminal user can cause the lamp to go dark by pressing the button.

Multiparty Conferencing

This feature allows multiappearance voice terminal users to set up multiparty conferences (typically between four to eight station users) without attendant assistance.

Music on Hold

This feature provides music to a party that is on hold, waiting in a queue, parked, or on a trunk call that is being transferred. The music lets the waiting party know that the connection is still in effect. The system provides automatic access to the music source.

Off-hook Alarm

This feature provides a special alerting tone to a station user who does not hang up the handset after receiving a busy signal. The tone signal is sent after a programmed interval.

Padlock

This feature allows a station user to temporarily prevent outgoing calls from the voice terminal. The selection of an external line by feature code, programmable key, or supervision key is controlled. Dialing the appropriate feature code followed by the personal code reactivates direct access.

Paging/Code Call Access

This feature allows voice terminal users, attendants, and tie trunk users to page with coded chime signals. Multiple individual paging zones can be provided.

Personal Speed Dialing

This feature allows a station user to program personal speed dial numbers at the station instrument. The speed dial feature is activated by using a programmed feature button or access code and pressing a one-or two-digit access code. The feature simplifies the dialing process, saves time, and decreases misdialed numbers.

Personalized Ringing

This feature allows users of certain voice terminals to uniquely identify their own calls. Each user can choose one of a number of possible ringing patterns.

Priority Calling

This feature provides a special form of call alerting between internal voice terminal users. The called voice terminal user receives a distinctive, administrable alerting signal.

Private Line

This feature provides a dedicated trunk for direct access to or from the public network for multiple line appearance voice terminal users.

Privacy—Attendant Lockout

This feature prevents an attendant from re-entering a multiple-party connection held on the console unless recalled by a voice terminal user.

Privacy—Manual Exclusion

This feature allows multiple line appearance voice terminal users to keep other users with appearances of the same extension number from bridging onto an existing call.

Recall Signaling

This feature allows an analog station user to place a call on hold and consult with another party or activate a feature. After consulting with that third party, the user can conference the third party with the original party by another recall signal or return to the original party by flashing the switchhook twice.

Ringer Cutoff

This feature allows the user of a multiple line appearance voice terminal to turn certain audible ringing signals on and off. The feature does not affect visual alerting.

Ringing Tone Control

This feature allows station users of multiple line voice terminals to select from a menu of ringing tone melodies and to adjust the volume level of ringing.

Save and Redial

This feature allows a station user to save a specific dialed number and then redial the number at a later time. The station user stores and redi-als the number by pressing a save and redial feature key.

Secondary Extension Feature Activation

This feature allows a multiple line voice terminal station user to access a line appearance of another extension, and program a limited set of features, such as call forwarding and call pickup, from that extension.

Send All Calls

This feature allows users to temporarily divert all incoming calls to coverage regardless of the assigned call coverage redirection criteria. The feature also allows covering users to temporarily remove their voice terminals from the coverage path.

Step Call

This feature allows a station user or attendant, after dialing a busy station, to dial an idle station by simply dialing an additional digit. The feature can be implemented only if the dialed digits of the first dialed number and the second number are identical, except for the last digit.

Store/Redial

This feature allows a station user of a multiple line voice terminal to store a particular number for later use. A store/redial key is programmed and assigned to this function.

Supervisor/Assistant Calling

This feature allows a station user with a multiple line voice terminal, who is an assistant to a supervisor, to use a call appearance of the supervisor’s station to screen calls for the supervisor and announce and/or transfer calls to that extension. The assistant can also dial the supervisor during a busy condition and send a message waiting notification to the supervisor.

Supervisor/Assistant Speed Dial

This feature allows a pair of station users to use a programmed feature key to direct speed calls between a supervisor and an assistant, even if forwarding is validated.

Text Messages

This feature allows station users to leave a short text message for other internal users. Messages are stored in the main system database, and are available for selection via a menu on display-based voice. Calling parties can also receive messages from a voice terminal station that are preselected by the called party during no answer or busy conditions. There may be three structures of messages: preprogrammed fixed messages fully defined by system management, part programmable messages defined by system management but to be completed by the station user if the voice terminal has an alphanumeric keyboard, and fully programmable messages written entirely by the station user and offered only by sets provided with an alphanumeric keyboard.

Timed Queue

When a multiple line voice terminal station user originates an outgoing trunk call and encounters a no answer or busy condition, the timed queue feature can be implemented. After pressing a programmed feature button or dialing the feature access code, trunk seizure is repeated and the external station number is dialed after a predetermined interval.

Trunk Flash

This feature enables multifunction voice terminals to access CLASS features that are provided by the far-end CO switching system located directly behind the PBX system. CLASS services are accessed by a sequence of flash and dial signals from the station on an active trunk call. The feature can decrease the number of trunk lines connected to the PBX system by performing trunk-to-trunk call transfers at the far-end CO, which eliminates the use of a second trunk line for the duration of the call and frees the original trunk line for the duration of the call. It can also be used to set up a conference call with a second outside call party, which eliminates the need for a second trunk line for the duration of the call.

Trunk-to-Trunk Connection

This feature allows a station user to conference together two outside trunk calls and abandon the connection without dropping the two trunk-to-trunk connections.