MLPP Attendant Functions

The MLPP attendant can perform the following MLPP-related functions:

• Either answer all calls at a site or answer specific calls (depending on how the system is configured)

• Receive calls at a precedence level above Routine that are unanswered (if the Attendant is programmed as the MLPP Call Diversion Directory Number.)

• Place calls at any precedence level and preempt calls on trunks or lines in the same Service Domain

• Increase the precedence of a call before forwarding it. An incoming call at Routine can be "promoted" to whatever precedence level is necessary to preempt a call on a busy line.  An outgoing Routine call can be promoted if it's necessary to preempt a trunk call because there are no free circuits.

About the MLPP Console

You can use a SUPERCONSOLE 1000 as the MLPP console.

The MLPP console display can show the precedence levels, class of service and class of restriction for MLPP calls from extensions at your site. It can also display the precedence level of incoming and outgoing MLPP calls.

SRC (SOURCE): The first line of the MLPP console provides information about the source of the call:

• Extension number and name of the caller

• Caller's Class of Restriction

• Precedence level assigned to the call

• Time the call was placed

• Number of unanswered calls waiting.

• Note: If the site is a cluster, then the Traveling Class Mark feature  must be enabled to ensure that the correct COS and COR for all members of the cluster are displayed.

After the attendant answers a call, the precedence level that is assigned to the call is shown in the message waiting field. This field is located next to the COR field on the SRC line. When the attendant answers a call at Routine precedence, standard information is shown in this area. The following table lists the console indicators for each precedence level.

DST (DESTINATION): The second line of the MLPP console provides information about the destination of the call:

• Called number

• Class of Restriction of the destination extension

• Precedence level of calls made by the attendant.

If the attendant makes a call at a precedence level above Routine, the precedence level that the attendant assigned to the call is displayed following the COR field on the DST line. If the attendant makes a call at Routine precedence, standard information is displayed in this area.  

The MLPP attendant might receive incoming calls from callers who ask the attendant to make a call for them or who have been rerouted from a busy or unanswered extension. The console rings normally when there are incoming MLPP calls.

• Note: If a caller is rerouted, the precedence level of the call is maintained. For example, if an Immediate call is not answered it will be routed to the MLPP attendant as an Immediate call.

If several calls at a precedence level above Routine arrive at the MLPP console at the same time, they are automatically queued in order of precedence. In the following figure, the console display shows that two calls are waiting (2C/W) to be answered.

Incoming MLPP Call Console Display

The MLPP attendant can place an outgoing call on behalf of any caller. If all MLPP trunks are busy, the attendant may need to preempt an existing call.

If the MLPP attendant forwards a call at Routine precedence and there are no available lines or trunks, the console will show BUSY as illustrated in the following figure. To complete the call, the MLPP attendant must manually apply a precedence level to the call before forwarding it. If the precedence level is higher than the precedence level of an existing call, the existing call will be preempted.

Trunk Busy MLPP Console Display

If the MLPP attendant forwards a call at Routine precedence and there are no available trunks (outgoing call) or the line dialed is busy (internal call), the normal busy display will be shown and the attendant will hear busy tone. To complete the call, the MLPP attendant must cancel the call and redial it with a precedence level. If the precedence level is higher than the precedence level of an existing call, the existing call will be preempted. If the call cannot be preempted, the attendant will be routed to the appropriate MLPP exception (Blocked Precedence, Cannot Preempt, or Trunk out of Service).

Call Preemption

By applying a precedence level greater than Routine to a call, callers can preempt (warn and drop) calls of lower precedence. For example, if a caller selects the Flash precedence level, calls with Immediate, Priority, and Routine precedence levels are preempted, if necessary.

If the precedence assigned to a new call is not sufficient to preempt an existing call, the new call will be given Blocked Precedence intercept treatment (error tone or announcement). The caller can then contact the MLPP attendant and ask for help to place to the call at a higher authorization level. The Attendant may place a call at any precedence. The Attendant cannot be preempted; calls to the Attendant are instead added to the Attendant's incoming call queue.  

The precedence levels for preemption are as shown in the following table.

• Note: Attendant Console, like all other devices, can only preempt calls that are in its Service Domain.

Attendant Recalls

In an attendant group where the DN of each attendant console appears on a softkey on the other consoles, MLPP calls recall all attendants in the group, not just the attendant that originally handled the call.

• MLPP Installation

• MLPP_Description

• MLPP Call Processing

• MLPP User Features

• MLPP SMDR Features

• MLPP_Programming

• MLPP_Operation

• MLPP_Conditions