Nortel Networks T7316 - Manual (Page 70)

70 Chapter 5 Handling calls
P0937240 03.1
Managing system-wide calls using SWCA
The System Wide Call Appearances (SWCA) service defines a group of features that allow you to
control call park and retrieval features on any type of line, across the local system. These features
expand the Business Commuication Manager call park and call retrieve features by providing
visual indications of the status of any call parked on a SWCA button that has indicators. The calls
can also be controlled by directly entering feature codes.
You can use SWCA programming to define logical groups of telephones. Each group can be
assigned a set of the SWCA codes, which allows them to pass calls within the group, regardless of
the call type or what line appearances occur on each telephone. Each telephone in the group also
displays the current status of the call, so users can determine which calls are being dealt with.
For example: telephone 221 is assigned line 241. Telephone 222 is assigned line 242. A call comes
in on line 241 to telephone 221 who answers it. The user at telephone 221 determines that the call
is more suitable for telephone 222.
Telephone 221 has four alternatives to move the call to telephone 222:
1 Hold the call on line 241 on telephone 221, then unhold it from the 241 line key on telephone
222
a this requires that both 221 and 222 have been assigned line 241
b this will not work if the call is an internal intercom call
2 Transfer the call
a the user on telephone 221 must know the number of telephone 222 to transfer the call
b the call can only be transferred to one destination
3 Park the call
a requires that the park code be communicated to the intended destination
b there is no visual indicator that a call is parked, which could lead to forgotten calls
4 Use SWCA keys or codes to park the call on the system, to be retrieved by any telephone on
the system
a the parked call is visible to any telephone with assigned keys
b if a telephone does not have assigned SWCA keys, or has a different set of SWCA keys,
the call can still be retrieved using the feature code where the call was parked.
c telephones with the same SWCA assignments can search for the oldest or newest call