AT&T 518-455-710 User Manual

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AT&T

PARTNER

COMMUNICATIONS SYSTEM

PARTNER Plus Attendant Installation and Use

Plus

AT&T 518-455-710

Issue 1

April 1991

Notice

Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change.

Federal Communications Commission (FCC) Information

This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of FCC

rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. The equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will have to correct the

interference at his or her own expense.

Trademarks

PARTNER, MLS-34D, MLS-12D, MLS-12, and MLS-6 are trademarks of AT&T. Magic on Hold is a registered trademark of AT&T.

Warranty

AT&T provides a one-year limited warranty on the PARTNER Plus Communications System and the PARTNER Plus Attendant.

Refer to PARTNER Plus Communications System: Installation and Use for warranty conditions.

Ordering Information

The order number for this book is 518-455-710. The order number for the planner is 518-600-110. To order, call the AT&T Customer Information Center at 1 800 432-6600 in the U.S., or 1 800 255-1242 in Canada. To order additional Attendants,

system modules, system telephones, answering machines, fax machines, Magic on Hold

accessories, contact any of the following:

systems, and other equipment and

United States:

Canada:

AT&T Sourcebook Catalog Sales AT&T Sales Office AT&T Phone Center Store AT&T-Authorized Dealer

AT&T Canada (Eastern Canada and Ottawa) AT&T Canada (Ontario) AT&T Canada (Central and Western Canada)

1 800 451-2100 1 800 247-7000 1 800 222-3111 1 800 247-1212

1 514 335-7200 1 416 756-5236 1 800 561-5165

How To Comment on This Guide

A feedback form is in the back of this book, just before the index. If it is missing, please send your comments and recommen-

dations for changes to A. Sherwood, AT&T, 99 Jefferson Road (Room 2A-25), Parsippany, NJ 07054, fax (201) 887-6898.

Support Telephone Numbers

If you have any problems with the Attendant, see Appendix B, "Troubleshooting." For additional help installing, programming, or using the Attendant, in the U.S. please call the AT&T Helpline toll free, 24 hours a day, at 1 800 628-2888. In Canada, call one of the following Technical Assistance Centers for service or assistance:

Eastern Canada and Ottawa Ontario Central and Western Canada

1 800 363-1882 1 800 387-4268 1 800 663-9817

Important Notice

Attendant installation requires skill in programming the PARTNER Plus system and the PARTNER Plus Attendant. Installation and training by AT&T personnel is therefore strongly recommended. To request service, please call 1 800 247-7000.

Contents

1 Setup Decisions

■

Overview

■

Determining the Call Answering Mode

■

Determining the Number of Attendants Required

■

Determining the Attendant Extensions and Transfer Return Extensions

■

Determining Lines the Attendant Will Answer

■

Determining the Route Plan

■

Allocating Time for Announcements

■

Music-on-Hold Source

■

Answering Machines

■

Example Setups

Installation and Programming

■

Important Safety Instructions

■

Hardware Requirements

■

The Attendant Unit

■

Installing the Attendant

■

Programming Guidelines

■

Attendant Programming

■

System Programming for Attendant Operation

■

Testing for Proper Operation

1-i 1-1 1-4 1-5 1-6 1-6 1-6 1-8 1-8 1-9 1-9

2-i 2-ii

2-1 2-1 2-2 2-4 2-6 2-10 2-12

Planning Form

Troubleshooting

Specifications

Index

A-1

B-1

C-1

IN-1

Setup Decisions

Contents

Overview

■

How the Attendant Answers and Transfers Calls: an Example Answering an Attendant-Transferred Call

■

Setup Decisions: An Introduction

■

Determining the Call Answering Mode

■

Immediate Call Answering Mode

■

Backup Call Answering Mode

Determining the Number of Attendants Required Determining the Attendant Extensions

and Transfer Return Extensions Determining Lines the Attendant Will Answer Determining the Route Plan Allocating Time for Announcements Music-on-Hold Source Answering Machines

Example Setups

■

Attendant with Routes and Secondary Destinations

■

Attendant with Answering Machines for

System Answer Assurance and Messaging

■ First- and Second-Level Attendants

1-1 1-1

1-3 1-3

1-4

1-4 1-5

1-5

1-6 1-6 1-6 1-8 1-8 1-9 1-9 1-10

1-12

1-14

l-i

Overview

The PARTNER® Plus Attendant provides automatic call answering and redirection for your PARTNER later).

The Attendant helps your business handle incoming calls efficiently, even after

business hours and on holidays and weekends. It can serve as a backup for a busy receptionist, or it can serve as the primary answering position.

In the typical scenario, the Attendant answers all calls—if you prefer just

calls on certain lines—with a prerecorded announcement. This announcement

instructs the caller to select a destination by pressing a button on a touch-tone phone. Then the Attendant transfers the call to the appropriate extension.

The example below illustrates how the Attendant answers calls at ABC

Supermarket.

Plus Communications System (Release 2 or

How the Attendant Answers and Transfers Calls: An Example

During ABC Supermarket’s business hours, the Attendant answers incoming calls with this Day Announcement:

"Thank you for calling ABC Supermarket.

If you know the two-digit extension you want and are at a touch-tone phone, please dial it now.

For Customer Service, press 1 now... For the Bakery, press 2 now... For the Deli Corner, press 3 now... Or hold for the operator."

At night, when ABC is closed, the Attendant answers with this brief Night Announcement, and then—because no one is available at ABC to answer calls—hangs up:

"Thank you for calling ABC Supermarket. Sorry we’re closed now. Please call again during business hours...Monday through Saturday from 8 a.m. to 10 p.m., Sunday 8 to 8. Good night."

How the Attendant transfers calls at ABC depends on what the caller does after the Attendant answers. As described above, the caller has three choices: (1) press a single digit for automatic transfer to Customer Service, the Bakery,

or the Deli, (2) dial a two-digit extension number, or (3) do nothing.

Caller Presses a Single Digit Let’s say the caller presses 1. The single digit (in this example 1, 2, or 3) is To Select a Route

called a route, and each route has a corresponding Destination extension. At

ABC, the Customer Service counter is at extension 20, which is the Destination

extension for Route 1. Therefore, when the caller presses 1, he or she in effect is asking to be automatically transferred to extension 20. After the caller

Setup Decisions

1-1

presses 1, the Attendant puts the call on hold and tries to transfer it to extension 20. While the Attendant attempts the transfer, the caller hears the Hold Announcement ("One moment please"), followed by music (because ABC has a music-on-hold system connected to the system’s control unit). What happens next depends on the status of extension 20.

Extension Is Available

If extension 20 (the Destination extension for Route 1) is available (not busy), the Attendant transfers the call by ringing the extension. After the first ring, the Attendant passes control of the call to the PARTNER Plus system control unit (thereby freeing the Attendant to answer another call). The system will ring extension 20 up to four more times, and if there is still no answer, the system will transfer the call to the operator on extension 10. (The extension that will get calls when the Destination extension does not answer is called the Transfer Return extension. At ABC the operator on extension 10 is responsible for handling those calls, so extension 10 is the Transfer Return extension.)

Extension Is Busy

If Route 1 is busy, the caller hears the Transfer Fail Announcement ("Sorry, that extension is unavailable. Please hold for the operator or try again. For Customer Service, press 1..."). The caller can select a different route, choose the same route again, or hold for the operator.

The following conditions produce a busy signal:

Caller Dials a Two-Digit Extension Number

■

Standard phone’s handset is off the hook;

■

System phone has both intercom buttons occupied (lights next to both Intercom buttons are steady on or blinking);

■

System phone has Do Not Disturb feature activated; or

■

System phone is in programming mode.

NOTE:

System phones are the AT&T MLS-34D™, MLS-12D™, MLS-12™, MLS-6™, and MLC-6, designed specifically for AT&T’s PARTNER Plus Communications System.

Now let’s say the caller dials a two-digit extension instead of a route. Assuming that ABC has 12 extensions (extensions 10–21), this is how the Attendant would transfer the call:

■

If the caller dials a valid extension (extensions 10–21), the Attendant tries to transfer the call, just like it does for routes.

■

If the caller dials an invalid extension, the way the Attendant transfers the call depends on the number the caller dialed (see "Invalid Extensions and Routes" on page B-3).

1-2 Setup Decisions

Caller Does Nothing

The caller’s last alternative is to do nothing (the caller does not dial a route or extension, or has a rotary phone). The Attendant automatically puts the call on

Route 0. Again, at ABC the call would be transferred to extension 10, the Destination extension for Route 0.

NOTE:

Route 0 is called the "Automatic Route." The Attendant automatically routes calls to Route 0 when a caller takes no action.

Answering an Attendant-Transferred Call

When the Attendant transfers a call to a Destination extension that has a

system display phone (MLS-12D or MLS-34D), the Attendant’s two-digit extension number will appear on the display. The person picking up the call should glance at the display before answering, and answer with a greeting that appropriately follows the Attendant’s announcement. For example, at ABC Supermarket, the person at the Deli Corner answers with the message, "Deli Corner, how may I help you," and does not start with "ABC Supermarket" because the caller already heard it from the Attendant.

When the Attendant transfers a call to a display phone at the Attendant’s

Transfer Return extension because a particular extension did not answer, the

words "Transfer from AA" will appear on the display. The person at the Transfer

Return extension should be aware that the caller did not reach the desired

extension and answer the call appropriately. For example, at ABC Supermar-

ket, the operator says, "This is the operator. The extension you are trying to reach is not answering. How may I help you?"

Of course, if an extension functions as both a Destination extension and a Transfer Return extension, either message can appear. (In the usual setup, the operator at extension 10 is both the Destination extension for Route 0 and the Transfer Return extension.) The person should therefore be prepared to answer Attendant-transferred calls both ways.

Setup Decisions: An Introduction

Attendants can be set up in many different ways. ABC Supermarket is an

example of a typical setup. Your needs may demand a less or more sophisticated setup. The rest of this chapter will help you decide on the best configuration for your business.

Before installing any Attendants, make a copy of the planning form in Appendix

A and fill it out as you make the following decisions:

1.2.Determine the Call Answering Mode. Should your Attendant answer calls as soon as they come in, or only if the receptionist or operator is busy? How should calls be answered after hours?

Determine the number of Attendants required to handle your call volume.

Setup Decisions

1-3

For each Attendant, determine the Attendant extension (the extension the Attendant will be connected to) and the Transfer Return extension (the extension to which calls will be routed if a Destination extension does not answer).

Determine the lines to be answered.

Determine the route plan for the Attendant (that is, the routes and their

5. corresponding Destination extensions).

Determine the wording for the announcements.

The rest of this chapter explains these setup decisions in greater detail and gives more example setups.

Determining the Call Answering Mode

The Attendant can answer calls immediately (Immediate Call Answering mode) or after a delay (Backup Call Answering mode). Programming instructions are on page 2-10.

Immediate Call Answering Mode

In Immediate Call Answering mode (Figure 1-1), an incoming call rings at the Attendant first. If the Attendant does not pick up within three rings (because it is busy transferring another call), the call will ring at the receptionist or operator. This mode helps reduce the receptionist’s workload.

1-4 Setup Decisions

Call rings immediately at Attendant.

If Attendant does not answer within 3 rings, call rings at both receptionist and Attendant; either receptionist or Attendant can answer.

Figure 1-1 Immediate Call Answering Mode NOTE:

The receptionist can take calls away from the Attendant after it has already answered by pressing the appropriate outside line button to join the call. To use this feature, Automatic Extension Privacy for the Attendant extension must be set to "not assigned" (the factory setting). See page 2-11 for programming instructions.

Backup Call Answering Mode

In Backup Call Answering mode (Figure 1-2), incoming calls ring at the recep-

tionist first. If the receptionist doesn’t pick up within a specific number of rings,

the Attendant answers the call, playing an announcement that prompts the caller to either choose a route or hold for the receptionist. Backup Call Answer-

ing mode is useful when you want the receptionist to personally answer as

many calls as possible.

Figure 1-2 Backup Call Answering Mode

Determining the Number of Attendants Required

Call rings immediately at receptionist. If receptionist does not answer within preset number of rings (per Attendant’s Answer Delay), call will ring at both receptionist and Attendant; either receptionist or Attendant can answer.

For Immediate Call Answering mode, if you can estimate the number of calls you receive every hour during peak incoming call volume, use these guidelines to determine the number of Attendants you need:

Less than 18 calls per hour 18–74 calls per hour 75–150 calls per hour More than 150 calls per hour

If you cannot estimate the number of calls you receive per hour, then determine the number of Attendants based on the number of lines to be answered by the Attendant(s):

1–2 lines = 1 Attendant 3–5 lines = 2 Attendants 6–8 lines =

If you use the Attendant only for Backup Call Answering mode, or only after hours to answer but not route calls, you probably need only one Attendant. However, if call volume is heavy, you may need more.

The maximum number of Attendants is four (4).

3 Attendants

= 1 Attendant = 2 Attendants = 3 Attendants

= 4 Attendants

Setup Decisions

1-5

Determining the Attendant Extensions and Transfer Return Extensions

Each Attendant connects to its own extension jack on a 206 module. When determining Attendant extensions, keep the following guidelines in mind:

■

Do not connect Attendants to "power failure transfer" extensions 10, 16, 22, or 28.

■

The Attendant cannot share an extension with another device.

For each Attendant extension, you need to identify its Transfer Return extension. This is the extension where calls go when the Attendant transfers a call and the Destination extension does not answer. The factory setting is for

unanswered calls to return to the Attendant; but you can have calls return to

extension 10 or any other extension.

Determining Lines the Attendant Will Answer

The Attendant can answer any or all of the lines. For example, at ABC the Attendant answers all lines except the owner’s private line, which is always

answered personally by a secretary.

If you have more than one Attendant, decide which lines each Attendant

should answer. You can set up your Attendants so a particular line is an-

swered by one or more Attendants. When making your decision, keep in mind

that an Attendant can answer and transfer only one call at a time. For ex-

ample, a mail order business with three Attendants might assign the order line

to all Attendants, and all other lines to only the third Attendant.

NOTES:

■

Determining the Route Plan

For each Attendant, identify its routes and their respective Destination exten-

sions. Each Attendant can have as many as ten routes. Route 0, typically the

operator’s route, is the one followed when the caller takes no action, dials 0

after hearing either the initial greeting or the Transfer Fail Announcement, or

enters an invalid extension or route (see "Invalid Extensions and Routes" on

page B-3). The other nine routes are optional. To avoid confusing your callers,

it is best to give the caller no more than 5 routes. You may also want to assign

Route 1 to your busiest department.

If you have more than one Attendant answering the same lines, each must answer after a different number of rings (for example, Attendant 1 answers after 1 ring, Attendant 2 answers after 2 rings, and so on). This is accomplished during Attendant Programming by setting the Answer Delay; see the instructions on page 2-8.

Do not assign dedicated fax or modem lines to the Attendant extension. For two businesses or departments that have separate outside lines,

assign the lines for the first business to one Attendant, and the lines for the second business to a second Attendant.

1-6 Setup Decisions

For each route, you must identify a Primary Destination extension and, if you wish, a Secondary Destination extension. (The Attendant will try ringing the

Primary first, then the Secondary if the Primary is busy. See page 1-2, "Extension Is Busy"). You can also identify different Primary and Secondary Destination extensions during the day (during business hours) and at night (after

hours).

NOTES:

■

It is a good idea to have a multi-line system phone (MLC-6, MLS-6, MLS-

12, MLS-12D, or MLS-34D) at each Destination extension, instead of a standard touch-tone or rotary phone. The system phone has two intercom buttons and is therefore less likely to be busy when the Attendant tries to transfer calls to it (because the Attendant transfers calls as intercom calls). A system display phone (MLS-12D or MLS-34D) is the best choice—the display shows you when a call is being transferred by the Attendant, so you can answer the call appropriately.

■

If you have a system phone, you can turn on the Do Not Disturb feature when you are away from your phone (this feature must be programmed on a button with a light). This makes the Attendant transfer calls directly to the Secondary Destination for the route, without playing the Transfer

Fail announcement. This is useful for forwarding calls to another exten-

sion when you are away from your phone.

The route plan for ABC Supermarket (the example setup described in the

beginning of this chapter) is shown in Table 1-1. In this example, Secondary Destinations back up some routes when the Primary Destinations are busy.

For example, the manager’s secretary (extension 16) backs up the operator at extension 10. Also, there are no night destinations because no one is at the store at night to answer customer calls. (The Attendant is programmed to hang up after playing the Night announcement.)

Day Night

Secondary Destination

Ext

Name

Amy

—

Arnie

Jim

Primary Destination

Ext

— —

Route

0 1

2 3

Name

Operator Customer

Service

Bakery Deli Corner

Primary Destination

Ext

Name

John

external

alert (bell)

Bob

Teri

Table 1-1 Example Route Plan: ABC Supermarket

Secondary Destination

Ext

— —

Name

— —

Name

— —

Setup Decisions 1-7

Allocating Time for Announcements

As described in the ABC Supermarket example, each Attendant can have 5 announcements, with a maximum total length of 64 seconds for all announce-

ments. Table 1-2 shows the factory-set length for each announcement.

Type of Announcement

Day

Night

Day Transfer Fail 14 secs

Hold

Night Transfer Fail

Factory Setting

20 secs Greets callers when the Attendant answers

15 secs

5 secs

10 secs

Description

during business hours Greets callers when the Attendant answers

after hours Plays during business hours when the

Attendant cannot transfer a call to a Destination extension

Plays after the Attendant puts the caller on hold in order to transfer the call—asks the caller to wait while the Attendant transfers the call

Plays at night when the Attendant cannot transfer a call to a Destination extension

Table 1-2 Factory Settings for Attendant Announcement Times

The times for each announcement can be reallocated during Attendant

Programming. Not all announcements need to be used; for example, if the Attendant will not answer calls at night, you can allocate the 25 seconds from the Night and Night Transfer Fail announcements to the daytime announcements. For programming instructions, see "Reallocating Announcement Lengths" on page 2-7.

Music-on-Hold Source

1-8 Setup Decisions

An audio source is strongly recommended for providing music or other audio to callers while the Attendant is transferring their calls. This will remind the callers that they are still connected. (When a call is being transferred, the caller

does not hear ringing.)

AT&T’s Magic on Hold with endless loop tapes, to provide quality sound to callers on hold during continuous use. It includes licensed music, so you can select music that fits your company’s image without paying additional copyright fees. Also, Magic on Hold lets you create customized messages to provide sales or marketing

system is a business-oriented music-on-hold system

Answering Machines

messages and information about your business to your customers. For information, call your AT&T Sales Office at 1 800 247-7000 or the AT&T Sourcebook at

1 800 451-2100.

NOTES:

■

To have music on hold, your system’s Music-on-Hold setting must be "active" (the factory setting). See page 2-10 for programming information.

■

You can connect any audio source that has an RCA plug—for example, a receiver set to an appropriate music or news station—to the Music-onHold jack on the system’s processor module. However, users of equipment that rebroadcasts copyrighted music or other material may be required to obtain a license from a third party, such as ASCAP or BMI.

Answering machines can be used with the Attendant to provide an inexpensive messaging system:

■

By combining answering machines with phones, individual users can

receive messages when they are away from their phones and retrieve them later.

■

An answering machine installed at any system extension can serve as a message desk for the entire business. (In this case, one of the Attendant’s routes would be for the answering machine; its Destination

extension would be the extension the answering machine is connected to.)

Example Setups

If you are going to use answering machines with your system, the Transfer Return Rings setting for the system (see page 2-11) must be greater than the

answer delay on answering machines, to ensure that answering machines pick

up calls before they go to the Transfer Return extension for the Attendant. For more information on setting up answering machines, see the Installation

and Use book provided with the system’s control unit.

The rest of this chapter shows three example setups, starting with ABC Supermarket, to help you decide how to set up your Attendant(s). Examples include completed planning forms showing the settings needed for each setup.

When you decide on the setup that is right for you—either one of these or some other configuration—record your decisions in the Attendant Planner (provided

by your salesperson), or use the planning form in Appendix A of this book.

Then refer to Chapter 2 for programming instructions.

Setup Decisions

1-9

Attendant with Routes and Secondary Destinations

ABC Supermarket uses two Attendants to answer the phone number published in the local directory. (The Attendants do not answer other incoming lines— such as the owner’s private line.) Using two Attendants ensures prompt call answering, usually within two rings. During business hours the Attendants offer callers three options: press a single digit for automatic transfer to one of three routes (Customer Service, Bakery, or Deli), dial a two-digit extension, or hold for the operator. After a caller selects a route, the supermarket’s Magic on Hold system plays a customized marketing message during the transfer.

A bell (or external alert) is connected to extension 20 (Customer Service). When a caller selects Route 1, a bell rings; the first available Customer Service representative picks up the call. (Each representative has Call Pickup for extension 20 programmed on a system phone button—see the Installation and

Use guide provided with the system’s control unit for instructions.)

There are Primary and Secondary Destinations for Routes 2 and 3, to make it likely that each call reaches someone at the selected route. Teri, the Deli clerk at extension 13, turns on Do Not Disturb when she is away from her phone, so that calls go directly to Jim (at extension 15) instead of back to the operator.

At night the Attendant announces normal business hours and hangs up without transferring calls. Since the Night Transfer Fail announcement is not needed,

10 seconds of announcement time is freed up for other announcements.

1-10

Setup Decisions

Figure 1-3 Attendant with Routes and Secondary Destinations

Only the planning form for the first Attendant is shown. The Answer Delay for the second Attendant should be set to 2 rings for both day and night; other settings are the same as those for the first Attendant.

PARTNER Plus Attendant

Planning Form

System Programming

Attendant Programming

(complete one form for each Attendant)

Attendant Extension: 2 1

System extension where Attendant is connected

Call Answering Mode:

✓

❑

Immediate.

Ringing for Attendant; delayed or no ring for receptionist)

❑

Backup.

Ringing for receptionist; delayed ring for Attendant)

❑

Attendant in Night Service Group

Extension 10 should be able to turn Attendant on and off using Night Service button (The Attendant extension cannot Night Service Group if System Password is programmed).

Automatic Extension Privacy

✓

Receptionist can pick up calls after Attendant has already

❑

answered (Privacy "not assigned")

❑

Receptionist cannot pick up calls after Attendant has already answered (Privacy "assigned")

Answer Delay:

Attendant answers first (immedate Line

Receptionist answers first (immediate Line

be in the

1 rings during day Automatic Tries

Attendant:

Attendant Transfer Return Extension: 1 0

System extension where calls transferred by the Attendant return if the Destination extension does not answer

Transfer Return Rings: 4

(0–9 rings; factory setting is 4 rings) Number of times a call rings Destination extension before returning to Transfer Return extension (Attendant rings once before giving control of call to system, so total number of rings is one more than this setting).

Lines Attendant Will Answer:

✓

❑ Line 1 ❑ Line 2 ❑ Line 3 ❑ Line 4

✓

❑ Line 5 ❑ Line 6 ❑ Line 7 ❑ Line 8 ❑ None (2nd-level Attendants)

1 rings at night to Route 0:

1-15 rings (factory setting is 1 ring). Number of times incoming

call will ring before Attendant answers. If multiple Attendants

are answering the same lines, set the Answer Delay differently

on each Attendant.

Business

Schedule

Specify times as a.m. or p.m., or

enter in military notation

(9.00 a.m.= 09:00;

9:00 p.m. = 21:00)

✓

❑

Check here instead if schedule is Monday-Friday 8:30-5:00 p.m. (factory setting)

(same hours all 7 days)

Business Days

Sunday Monday Tuesday Wednesday Thursday Friday Saturday

Entire week

1-20 tries (factory setting is 3 tries). Number of times Attendant will automatically transfer a call to route 0 when caller does not dial a route or extension number. After the specified number of tries, the Attendant will hang up.

✓

Opening Time

✓

tries during day

tries at night

Closing Time

8:00 am 8:00 am

8:00 am 10:00 pm 8:00 am 8:00 am 8:00 am 8:00 am

_____:_____

8:00 pm

10:00 pm 10:00 pm

10:00 pm 10:00 pm 10:00 pm

Announcements

Day: "Thank you for calling ABC Supermarket. If you know the two-digit extension you want and are at a touch-tone phone, please dial it now. For Customer Service, press 1 now. For the Bakery, press 2 now. For the Deli Corner, press 3 now. Or hold for the operator" (30 secs)

Night: "Thank you for calling ABC Supermarket. Sorry we’re closed now. Please call again tomorrow during business hours—Monday through Saturday from 8 AM to 10 PM, Sunday 8 to 8. Good night." (15 secs)

Day Transfer Fail: "Sorry, that extension is unavailable. Please hold for the operator or try again. For Customer Service, press 1. For the Bakery, press 2. For the Deli Corner, press 3." (15 secs)

Hold: "One moment please" (4 secs) Night Transfer Fail: Not applicable.

Setup Decisions 1-11

Attendant with Answering Machines for System Answer Assurance and Messaging

At Doe, Smith, and Jones (Attorneys), the receptionist (Jim) handles most incoming calls, with an Attendant as his backup. When Jim is unavailable, the Attendant answers—the caller can hold until Jim is free or press 1 to leave a message. (Unlike ABC Supermarket, the Attendant does not offer a choice of routes—the attorneys do not want to receive unscreened calls—but callers who know the extensions can dial them directly.) Here the Attendant’s Transfer Return extension is the Attendant itself, so the Attendant controls calls until the receptionist or the answering machine is free.

With an answering machine at each extension, you can have an inexpensive messaging system. (Each extension has an answering machine and a phone, combined on one jack using an inexpensive AT&T 267F2 adapter.) A caller who knows an attorney’s extension can dial it directly; if the attorney does not answer, the answering machine takes a message. The attorney can call in later and dial a code to retrieve messages from the machine—by dialing the extension after hours, or by transfer when Jim is there.

1-12

Setup Decisions

Figure 1-4 Attendant Used with Answering Machine

PARTNER Plus Attendant

Planning Form (complete one form for each Attendant)

System Programming

Attendant Programming

Attendant Extension:

System extension where Attendant is connected

Call Answering Mode:

❑

Immediate. Attendant answers first (immediate Line

Ringing for Attendant; delayed or no ring for receptionist)

Backup. Receptionist answers first (immediate Line

✓

❑

Ringing for receptionist; delayed ring for Attendant)

❑

Attendant in Night Service Group

Extension 10 should be able to turn Attendant on and off using Night Service button (The Attendant extension cannot be in the Night Service Group if System Password is programmed).

Automatic Extension Privacy

Receptionist can pick up calls after Attendant has already

✓

❑

answered (Privacy "not assigned")

❑

Receptionist cannot pick up calls after Attendant has already answered (Privacy "assigned")

Answer Delay:

1-15 rings (factory setting is 1 ring). Number of times incoming 1-20 tries (factory setting is 3 tries). Number of times Attendant call will ring before Attendant answers. If multiple Attendants are answering the same lines, set the Answer Delay differently on each Attendant. tries, the Attendant will hang up.

rings during day

1 rings at night to Route 0:

Attendant:

Attendant Transfer Return Extension:

System extension where calls transferred by the Attendant return if the Destination extension does not answer

Transfer Return Rings:

Lines Attendant Will Answer:

✓❑ Line 1 ✓❑ Line 2 ✓❑ Line 3

❑ Line 5 ❑

Line 6

❑ Line 4

❑ Line 7 ❑ Line 8

❑ None (2nd-level Attendants)

Automatic Tries

will automatically transfer a call to route 0 when caller does not dial a route or extension number. After the specified number of

tries during day

tries at night

Announcements

Business

Schedule

Specify times as a.m. or p.m., or enter in military notation (9:00 a.m. = 09:00; 9:00 p.m. = 21:00)

✓

❑ Check here instead if schedule

is Monday-Friday 8:30-5:00 p.m. (factory setting) or

(same hours all 7 days) Entire week

Business Days

Sunday Monday Tuesday Wednesday Thursday Friday Saturday

Opening Time

: : : : : : :

Closing Time

: : : : : : :

Day: "Thank you for calling Doe, Smith, and Jones. I’m sorry, but all lines are currently busy. Please hold momentarily, or if you prefer to leave a message, dial 1 now." (25 secs)

Night: "Thank you for calling Doe, Smith, and Jones. Sorry we’re closed. If you would like to leave a message, press 1 now. Or call again during business hours Monday through Friday, 8:30 to 5. Good night" (15 secs)

Day Transfer Fail: "We’re sorry, the party you are trying to reach is currently unavailable. Please continue to hold for the receptionist, or press 1 to leave a message." (10 secs)

Hold: "Please hold." (4 secs) Night Transfer Fail: "Sorry, the message desk is busy taking another message. Please press 1 and

we will try again to connect you, or call during business hours Monday through Friday, 8:30 to 5."

(10 secs)

Setup Decisions 1-13

First- and Second-Level Attendants

Auto City has a sales department that stays open after the others are closed.

Its sales staff has a reputation for professional service, so there is one Attendant to answer the main phone number (Attendant A) and a second Attendant (Attendant B) dedicated to Sales. The dealership can quickly route calls to the customer’s salesperson and can also provide sales messages to callers.

Attendant A answers all calls and gives the caller a choice of routes (1–3

during the day, 1 at night). A caller after 6 p.m. can press 1 to reach Sales, which is open until 9 p.m. Monday through Saturday (a caller after 6 p.m. who

holds without pressing a digit is also transferred to Sales). When the call

reaches Sales (extension 30), Attendant B greets the caller with a sales mes-

sage and a choice of routes for the Sales staff.

1-14 Setup Decisions

Figure 1-5 First- and Second-Level Attendants

PARTNER Plus Attendant

Planning Form (complete one form for each Attendant)

System Programming

Attendant Programming

Attendant Extension:

System extension where Attendant is connected

Call Answering Mode:

✓

Immediate.

❑

Ringing for Attendant; delayed or no ring for receptionist)

❑

Backup.

Ringing for receptionist; delayed ring for Attendant)

❑

Attendant in Night Service Group

Extension 10 should be able to turn Attendant on and off using Night Service button (The Attendant extension cannot be in the Night Service Group if System Password is programmed).

Automatic Extension Privacy

✓

❑

Receptionist can pick up calls after Attendant has already anwered (Privacy "not assigned")

❑

Receptionist cannot pick up calls after Attendant has already answered (Privacy "assigned")

Answer Delay:

1-15 rings (factory setting is 1 ring). Number of times incoming 1-20 tries (factory setting is 3 tries). Number of times Attendant call will ring before Attendant answers. If multiple Attendants are answering the same lines, set the Answer Delay differently dial a route or extension number. After the specified number of on each Attendant.

Business

Schedule

Specify times as a.m. or p.m., or enter in military notation (9:00 a.m. = 09:00;

9.00 p.m. = 21:00)

❑

Check here instead if schedule is Monday-Friday 8:30-5:00

p.m. (factory setting)

Attendant answers first (immediate Line

Receptionist answers first (immediate Line

rings during day Automatic Tries

1 1 rings at night to Route 0:

Business Days

Sunday Monday Tuesday Wednesday Thursday Friday Saturday

(same hours all 7 days) Entire week

Attendant:

Attendant Transfer Return Extension:

System extension where calls transferred by the Attendant return if the Destinstion extension does not answer

Transfer Return Rings:

Lines Attendant Will Answer:

✓

❑ Line 1 ❑ Line 2 ❑ Line 3 ❑ Line 4

✓

❑ Line 5 ❑ Line 6 ❑ Line 7 ❑ Line 8 ❑ None (2nd-level Attendants)

tries during day

tries at night

will automatically transfer a call to route 0 when caller does not tries, the Attendant will hang up.

Opening Time Closing Time

Closed 9:00 am 9:00 am 9:00 am 9:00 am 9:00 am 9:00 am

Closed 6:00 pm 6:00 pm 6:00 pm 6:00 pm 6:00 pm 6:00 pm

Announcements (Attendant A)

Day: "Thank you for calling Auto City. If you know the two-digit extension you want and are at a touch-tone phone, please dial it now. Of if you want Sales, press 1 now. For Service, press 2 now. For Parts, press 3 now. Or hold for the operator." (25 secs)

Night: "Thank you for calling Auto City. Our Sales Department is open until 9 pm Monday through Saturday. For Sales, press 1 now. Other departments are open Monday through Saturday 9 AM to 6 PM. Please call again during business hours." (20 secs)

Day Transfer Fail: "Sorry, that department or extension is not available. Please hold for the operator or try again. For Sales, press 7. For Service, press 2. For Parts, press 3." (10 secs)

Hold: "Please hold." (4 secs) Night Transfer Fail: "Sorry, Sales is busy. Please hold while we try to connect you." (5 secs)

Setup Decisions 1-15

PARTNER Plus Attendant

Planning Form (complete one form for each Attendant)

System

Programming

Attendant Extension:

System extension where Attendant is connected

Call Answering Mode:

✓

Immediate.

❑

Ringing for Attendant; delayed or no ring for receptionist)

❑

Backup.

Ringing for receptionist; delayed ring for Attendant)

❑

Attendant in Night Service Group

Extension 10 should be able to turn Attendant on and off using Night Service button (The Attendant extension cannot Night Service Group if System Password is programmed).

Attendant answers first (immediate Line

Receptionist answers first (immediate Line

Automatic Extension Privacy

Receptionist can pick up calls after Attendant has already

✓

❑

answered (Privacy "not assigned")

❑

Receptionist cannot pick up calls after Attendant has already answered (Privacy "assigned")

be in the

Attendant:

Attendant Transfer Return Extension:

System extension where calls transferred by the Attendant return if the Destination extension does not answer

Transfer Return Rings:

Lines Attendant Will Answer:

❑ Line 1 ❑ Line 2 ❑ Line 3 ❑ Line 4 ❑ Line 5 ❑ Line 6 ❑ Line 7 ❑ Line 8

✓

❑ None (2nd-level Attendants)

Attendant

Programming

Answer Delay:

rings during day

Automatic Tries

1 rings at night to Route 0: 3 tries at night

1-15 rings (factory setting is 1 ring). Number of times incoming call will ring before Attendant answers. If multiple Attendants are answering the same lines, set the Answer Delay differently on each Attendant.

Business Schedule

Specify times as a.m. or p.m., or enter in military notation (9:00 a.m. = 09:00; 9:00 p.m. = 21:00)

❑

Check here instead if schedule is Monday-Friday 8:30-5:00 p.m. (factory setting)

(same hours all 7 days) Entire week

Business Days

Sunday Monday Tuesday Wednesday Thursday

Friday

Saturday

tries, the Attendant will hang up.

3 tries during day

1-20 tries (factory setting is 3 tries). Number of times Attendant will automatically transfer a call to route 0 when caller does not dial a route or extension number. After the specified number of

Opening Time

Closed 9:00 am 9:00 am 9:00 am 9:00 am 9:00 am 9:00 am

Closing Time

Closed 9:00 pm 9:00 pm 9:00 pm 9:00 pm 9:00 pm 9:00 pm

Announcement Day: "You have reached the Sales Department. Ask about our Red-Dot specials, with 7% financing (Attendant B)

and rebates up to $2000. Please hold for the first available salesperson, or. . . For Lawrence Schecter press 1. For Emily Becker press 2. For Mark Tillman, press 3." (30 secs)

Night: "Sorry the Sales Department is closed. Please call again Monday through Saturday 9 AM to 9 PM. Ask about our Red-Dot Specials, including 7% financing and factory rebates up to $2000. Good night." (20 secs)

Day Transfer Fail: "Sorry that extension is not available. Please hold for the sales receptionist."

(10 secs)

Hold: "Please hold." (4 secs) Night Transfer Fail: Not applicable

1-16 Setup Decisions

Installation and Programming

Contents

Important Safety Instructions Hardware Requirements The Attendant Unit

■

Front Panel

■

Back Panel

Installing the Attendant Programming Guidelines

■

Introduction

■

Using the Programming Charts

Attendant Programming

■

Clock

■

Business Days

■

Business Hours

■

Reallocating Announcement Lengths

■

Recording Announcements

■

Routes

■

Answer Delay

■

Automatic Tries to Route 0

■

Security Code

System Programming for Attendant Operation

■

Attendant Extensions

■

Attendant Line Assignments

■

Music on Hold

■

Call Answering Mode

■

Transfer Return Extensions

■

Transfer Return Rings

■

Night Service Group

■

Ensuring Attendant Extensions Are Not in the Calling Group

■

Automatic Extension Privacy

■

Line Access Restrictions, Outgoing Call Restrictions,

and Automatic Line Selection

■

Disallowed Phone Number Lists

Testing for Proper Operation

■

Testing Basic Operation

■

Testing Secondary Destinations

2-ii 2-1 2-1

2-1 2-2

2-2 2-4

2-4 2-4

2-6

2-6 2-6 2-7 2-7 2-7 2-8 2-8 2-9 2-9

2-10 2-10

2-10 2-10 2-10

2-11

2-11 2-11 2-11 2-11

2-11

2-11 2-12

2-12 2-12

2-i

Important Safety Instructions

Always follow these basic safety precautions when using the Attendant:

Read and understand all instructions. Follow all warnings and instructions marked on the product.

2. To prevent the product from overheating, DO NOT stack Attendants

3. or place them in a separate enclosure, unless proper ventilation is provided.

Never spill liquid on the product or drop objects into openings on the

4. unit. Doing so may result in serious damage to the unit.

Repair or service must be performed by a qualified repair person.

The product is provided with a 3-wire grounding type plug. This is a safety feature. DO NOT defeat the safety purpose of the grounding type plug.

DO NOT staple or otherwise attach the AC power supply cord to

building surfaces.

DO NOT use the product near water or in a wet or damp place (such

8. as a wet basement).

Additional Safety Instructions for Installation Personnel

Install the product to meet all the environmental and electrical

requirements listed in Appendix C, "Specifications."

Place the product only on a stable surface, or mount it securely on a

sturdy wall using the mounting bracket provided with the product.

DO NOT install telephone wiring during a lightning storm.

DO NOT install telephone jacks in a wet location unless the jack is

specifically designed for wet locations.

Never touch uninsulated telephone wires or terminals, unless the

5. telephone line has been disconnected at the network interface.

Use caution when installing or modifying telephone lines.

SAVE THESE INSTRUCTIONS

2-ii

Hardware Requirements

206

MODULE

R2.O

PROCESSOR

MODULE

R2.O

The Attendant Unit

Front Panel

Each Attendant connects to its own extension jack on a 206 module. When installing Attendants, keep the following guidelines in mind:

■

The system’s processor module (the module in the center slot) must be Release 2 or later. See the illustration in the left margin.

■

Multiple Attendants can be connected to the same module or to different modules. The 206 module(s) to which Attendants are connected must be Release 2 or later; in addition, at least one 206 or 200 module (any release) is needed per Attendant.

■

Do not connect Attendants to "power failure transfer" extensions 10, 16, 22, or 28.

■

The Attendant cannot share an extension with another device.

The front panel of the Attendant (Figure 2-1) has lights to show the unit’s operating status.

talking

Lights while Attendant

is answering and

transferring calls

Power Light

On On On Off On

Off On

*Battery is fully charged after 18 hours of continuous operation once unit is connected to AC power.

If AC power is lost, and the battery is not yet fully charged, recorded announcements and programming may be erased or corrupted and the unit must be reprogrammed.

Battery Light

Off Battery is charging*

Off Blinking

Description

Battery is fully charged* Unit is operating on battery power. AC power is lost. Recorded announcements and programming are retained using power provided by the backup battery, if setup switches 1 and 2 are down. See Figure 2-2. Unit is not operating (see Appendix B) Out-of-service code (see Appendix B)

Figure 2-1 Front Panel Lights

Installation and Programming 2-1

Back Panel

The back panel (Figure 2-2) has the switches, connectors, and jacks necessary for installation.

Installing the Attendant

10VAC

Connects AC power

reset

Recessed button resets the unit (see Appendix B)

setup

Position of setup switches (on or off) determines how the unit will respond to a power outage:

Switch

2 Routes and other programmed Routes and other programmed

3 Not used Not used 4

Figure 2-2 BackPanel

serial i/o

Used for maintenance purposes

to line

Modular phone cord from 206 module connects here

On (Down)

Recorded announcements are retained up to 3 hours after erased after a power outage a power outage occurs

settings are retained up to eight settings are reset to defaults weeks after a power outage occurs after a power outage occurs

Not used

Off (Up)

Recorded announcements are

occurs

Not used

2-2 Installation and Programming

Before starting installation:

■

Read and understand "Safety Instructions" on page 2-ii.

■ Identify Attendant extensions (see page 1-6).

■

Locate the Attendant so it is within 10 feet of the system control unit, and within 5 feet of the AC outlet. The location must also meet the environment requirements listed in Appendix C, "Specifications."

■

Wall mounting Attendants is optional but strongly recommended.

■ If you install multiple Attendants without wall mounting, do not stack the

units.

NOTE:

Attendant installation requires skill in programming the system and the Attendant. Installation and training by AT&T personnel is strongly recommended if you do not have that skill. To request installation, please call 1 800 247-7000.

Attendant

Power Cord

Make sure the above parts are enclosed. If any parts are missing, call the Helpline at 1 800 628-2888.

Phone Cord

Mounting Bracket

Set all switches on the back

panel to OFF (up).

To wall mount with bracket: A Using #10 or smaller screw (wood, sheet metal, or concrete screw, depending on wall surface), attach

bracket to wall so that hook end is

down. Leave clearances shown above.

B Align keyhole opening on bottom of unit with hook on bracket. C Slide unit over hook, then down to

secure it.

A Making sure all setup

switches are OFF (up), plug one end of the modular phone cord into the "to

line" jack on the back panel of the

Attendant.

B Plug the other end of the phone cord into an extension jack on a 206 module (see "Hardware Requirements" on page 2-1).

Plug one end of the power cord into the 10VAC power connector on the back of the Attendant. Plug the other end into a 120V AC outlet, preferably the same one to which the system control unit is connected.

The power light goes on. A blinking battery light indicates that announcements have not yet been recorded. Once announcements are recorded, the battery light stays off until the battery is fully charged (18 hours). See

page 2-7 for instructions on recording

announcements.

Move setup switches 1 and 2 to

ON (down). These settings will save

recorded announcements and other programming during a power outage.

NOTE:

To install multiple devices at a single AC outlet, use a power strip with a built-

in surge protector.

Installation and Programming

2-3

Programming Guidelines

Introduction

Once you have decided how you want the Attendant to work with your telephone system and have connected the Attendant to the system’s control unit, you are ready for programming. Programming modifies the Attendant and the system’s control unit so they work together correctly.

Two kinds of programming need to be done: Attendant Programming and PARTNER Plus System Programming. To program the Attendant, use any touch-tone phone that can dial [ ★ ] and [ # ] this means you can even do Attendant Programming when you are off site. On the other hand, System

Programming must be done on site, using either an AT&T MLS-12D or MLS-34D display phone at extension 10, with the programming overlay placed

over the buttons of the phone. (The overlay was packed with your control unit.)

Using the Programming Charts

The rest of the chapter provides charts showing all the programming

procedures, starting with Attendant Programming and ending with System Programming.

If you are setting up the Attendant for the first time, or if you are completely reprogramming an Attendant, simply start with the first box of instructions and perform all programming procedures in the order in which they are presented.

If you need to change a particular setting—for example, to program new business hours or to have the Attendant pick up a new line—first enter program mode by following the instructions in the appropriate Programming Instructions box (page 2-6 for Attendant Programming or page 2-10 for System Programming), then go to the box that gives instructions for the particular

setting. Settings that are commonly changed are summarized in Table 2-1.

2-4 Installation and Programming

Change this setting . . .If you want to . . .

See page . . .

Adjust the clock ahead or back by one hour (for Daylight Saving or Daylight Standard Time only)

Set the current day, date, and time

Close the office for a particular day (for Business Days example, for a holiday)

Change your regular business hours Business Hours Temporarily extend or shorten your

business hours

Record an announcement Recording

Change the length of a recorded announcement

Change the route plan Change the number of times an incoming Answer Delay

call rings before the Attendant picks up

Clock

Business Hours

Announcements Reallocating

Announcement Lengths

Routes

2–6 (dashed box)

2–6 2–6

(dashed

box) 2–7 2–7

(dashed box)

2–7

2–8 2–8

Change the number of times the Attendant automatically tries Route 0 before disconnecting the caller

Change the security code Change the lines the Attendant will answer

Program a button to turn the Attendant on and off Group

Change the Attendant’s Transfer Return extension

Automatic Tries to Route 0

Security Code

Attendant Line

Assignments Night Service

Transfer Return Extension

Table 2-1 Commonly Changed Settings

2–9

2–10

2–11

Installation and Programming 2-5

Attendant Programming

Instructions

Enter Attendant Programming mode

Dial the Attendant.

If on site, dial the Attendant extension using your phone’s handset. If off site, dial a telephone number that is answered by the Attendant.

Wait for an answer.

If you do not enter a security code within four seconds, the Attendant will transfer you to Route 0. If no announcements have been recorded, a single beep sounds to indicate that

you need to record announcements.

Dial the Security Code: [ ★ ] [ 7 ] [ 8 ] [ 9 ] [ # ]. (7 8 9 is the default security code; if you have

changed it, enter the appropriate code here.)

A two-beep confirmation code sounds.

Follow the boxed instructions for the setting(s) you want to change.

A two-beep confirmation tone follows correctly entered codes. A three-beep error tone follows incorrectly entered codes. If you make a mistake entering a command, press [ entering the command again.

When the programming session is finished, dial [ [

# ] to terminate the call, or just hang up.

★ ] to start

★ ] [ # ] to exit programming mode followed by

Clock

Sets the current date and time.

DIAL DIAL

DIAL

DIAL DIAL DIAL

DIAL

To adjust clock for Daylight Saving Time:

DIAL DIAL

[ ★ ] [ 7 ] [ 1 ]

one digit for current day of week:

1=Sunday 5=Thursday 2=Monday 6=Friday 3=Tuesday 7=Saturday 4= Wednesday

two digits for current month:

01=January 07=July 02=February 08=August 03=March 04=April 10=October 05=May 11=November 06=June

two digits for current date (01–31) two digits for current year (00–99)

four digits for current time in 24-hour military notation: from 0000 for 12 midnight to 2359 for

11:59 PM.

Examples: 9:00 AM = 0900

[ # ]

[ ★ ] [ 7 ] [ 2 ] [ 1 ] or [ 2 ]

[ 1 ]

to add one hour (normally in spring to start Daylight Saving Time)

[ 2 ]

to subtract one hour (normally in fall to end Daylight Saving Time)

09=September

12=December

5:00 PM = 1700

Business Days

Defines each day of the week as normally open or closed, so caller hears the appropriate announcement. Factory setting is open Monday-Friday, closed Saturday and Sunday. Use this procedure to change the setting for any day that differs from the factory setting.

DIAL DIAL

DIAL

REPEAT each step for remaining days

To temporarily change business schedule:

When your business will be closed on a day normally open, such as for a holiday, follow these steps up to 6 days before the closing:

DIAL

DIAL DIAL

For extended closing (7 days or more), immediately before

the closing, follow the steps for Business Days (above)

and program all days as closed. When you return, reprogram Business Days again for the normal schedule.

[ ★ ] [ 7 ] [ 4 ]

one digit for a day of the week:

1=Sunday

2=Monday 3= Tuesday 4= Wednesday

[ 1 ] or [ 2 ] [ 1 ]

if business is normally open that day (Day announcement will play during

business hours; Night announcement will

play after hours)

[ 2 ]

if business is normally closed that day (Night announcement will play all day)

[ ★ ] [ 7 ] [ 4 ]

the digit representing the day of the week ( 1–7)

[ 3 ]

The Attendant will automatically resume your normal schedule at midnight

5=Thursday 6=Friday 7=Saturday

2-6 Installation and Programming

Business Hours

Defines normal business hours for each day of the week so caller hears the right announcement. If your business is open 8:30–5:00 Monday–Friday (the factory setting), skip this procedure.

DIAL DIAL

DIAL

REPEAT

To set manually for Day or Night operation:

You can override the clock and manually put the Attendant

into day or night mode—for example, when staying open

for a special sale. The Attendant stays in the indicated mode of operation until you tell it to resume normal operation.

Follow these steps so the right announcement plays:

DIAL DIAL

To resume normal schedule:

DIAL DIAL

[ ★ ] [ 7 ] [ 3 ]

one digit for the day of the week:

1=Sunday 2=Monday 3=Tuesday 4=Wednesday

four digits for the opening time in 24-hour

military notation

5=Thursday 6=Friday 7=Saturday or 9=business hours are the

same for all seven days (this will not affect closed days)

Examples:

1:00AM = 0100 1:00PM = 1300 5:00AM = 0500 7:30AM = 0730 9:00AM = 0900

10:00AM = 1000 Noon = 1200 Midnight = 2400

four digits for the closing time in 24-hour military

notation (for example, 6:00PM = 1800)

for all days open for business

[ ★ ] [ 7 ] [ 5 ]

[ 1 ] or [ 2 ] [ 1 ] = Open

[ 2

] = Closed

[ ★ ] [ 7 ] [ 5 ] [ 0 ] (zero)

5:00PM = 1700 7:30PM = 1930 9:00PM = 2100 10:00PM = 2200

Day announcement will play until you program to resume normal

schedule Night announcement will play until you program to resume normal schedule

Reallocating Announcement Lengths

IMPORTANT:

lengths, all voice recordings are erased.

Changes the maximum duration of each recorded announcement. Factory settings are:

Use the procedure to change the time allocations;

however, the total time must not exceed 64 seconds.

DIAL DIAL

DIAL

RERECORD

When you reallocate announcement

Day Night Day Transfer Fail Hold Night Transfer Fail

Total

[ ★ ] [ 4 ] [ 9 ]

2 digits for duration of Day announcement

(example: 5 seconds = 05)

2 digits for duration of Night announcement 2 digits for duration of Day Transfer Fail

announcement

2 digits for duration of Hold announcement 2 digits for duration of Night Transfer Fail

announcement

[ # ]

all announcements (see "Recording Announcements" below)

20 seconds 15 seconds 14 seconds 05 seconds 10 seconds

64 seconds

Recording Announcements

Records greeting and transfer announcements for

Attendant to play to caller.

DIAL

RECORD

DIAL

A beep sounds if you exceed the allocated time for the announcement. The Attendant will not respond with a confirmation tone until the allocated announcement length has expired. Therefore, if only 15 seconds of a 25-second announcement is actually used, wait an additional 10

seconds for the confirmation tone to sound, then continue

programming.

REPEAT each step for all announcements

To verify that each announcement was recorded properly:

DIAL DIAL LISTEN REPEAT

[ ★ ] [ 4 ]

a code representing the announcement you want to record: 1 = Day announcement 2 = Night announcement 3 = Day Transfer Fail announcement 4 = Hold announcement 5 = Night Transfer Fail announcement

the announcement

Pause for approximately 1 second before

speaking. Speak clearly, using a normal tone of

voice. When listing route numbers, pause after each one so caller has time to write it down if necessary.

[ # ] when finished speaking

[ ★ ] [ 5 ] the announcement code (1, 2, 3, 4, or 5) to the announcement each step to play back another announcement

Installation and Programming 2-7

Routes

see example

NOTE:

Program all Destination extensions before programming disconnects.

Example: Programming Routes for ABC Supermarket

The following instructions show how to program the routes for the ABC Supermarket example setup described on page 1-10:

To program a route for transfer to a Destination extension:

DIAL DIAL Route number (0–9)

DIAL DIAL DIAL DIAL DIAL DIAL DIAL DIAL

[ ★ ] [ 3 ]

Day Primary extension number

[ # ]

Day Secondary extension number (optional)

[ # ]

Night Primary extension number (optional)

[ # ]

Night Secondary extension number (optional)

[ # ]

To program the Attendant to hang up when a certain

route is selected:

If route is selected, Attendant hangs up (useful for Route 0

in after-hours mode):

DIAL DIAL

ENTER

DIAL DIAL

[ ★ ] [ 8 ]

Route number a two-digit number for the Destination to be

programmed:

11 = Day Primary 12 = Day Secondary 21 = Night Primary 22 = Night Secondary

[ 5 ] [ # ] [ # ]

To erase a Destination extension for a route:

DIAL DIAL ENTER

DIAL DIAL

[ ★ ] [ 8 ]

Route number

a two-digit number for the Destination to be

programmed:

11 = Day Primary 12 = Day Secondary 21 = Night Primary 22 = Night Secondary

[ 0 ] (zero) [ # ] [ # ]

To program Route 0:

DIAL

Also enter the following command so the Attendant will

hang up after playing the Night Announcement:

DIAL

[ ★ ] [ 3 ] [ 0 ] [ 1 ] [ 0 ] [ # ] [ 1 ] [ 6 ] [ # ] [ # ] [ # ]

where 0 is the route number, 10 is the Day Primary Destination, and 16 is the Day Secondary Destination

[ ★ ] [ 8 ] [ 0 ] [ 2 ] [ 1 ] [ 5 ] [ # ] [ # ]

where 0 is the route number, 21 is the code for Night Primary Destination, and 5 means

"disconnect"

To program Route 1:

DIAL

[ ★ ] [ 3 ] [ 1 ] [ 2 ] [ 0 ] [ # ] [ # ] [ # ] [ # ]

where 1 is the route number, 20 is the Day Primary Destination, and there is no Night Primary Destination

To program Route 2:

DIAL

[ ★ ] [ 3 ] [ 2 ] [ 1 ] [ 2 ] [ # ] [ 1 ] [ 4 ] [ # ] [ # ] [ # ]

where 2 is the route number, 12 is the Day Primary Destination, and 14 is the Day Second-

ary Destination

To program Route 3:

DIAL

[ ★ ] [ 3 ] [ 3 ] [ 1 ] [ 3 ] [ # ] [ 1 ] [ 5 ] [ # ] [ # ] [ # ]

where 3 is the route number, 13 is the Day

Primary Destination, and 15 is the Day Secondary Destination

Answer Delay (Day)

Sets the number of rings before the Attendant answers a call during business hours.

DIAL DIAL Number of rings

DIAL

[ ★ ] [ 2 ] [ 9 ] [ 0 ] [ 1 ]

Valid settings = 1–15 rings Factory setting = 1 ring

[ # ]

Answer Delay (Night)

Sets the number of rings before the Attendant answers When business is closed.

DIAL DIAL

[ ★ ] [ 2 ] [ 9 ] [ 0 ] [ 2 ] Number of rings

Valid settings = 1–15 rings Factory settings = 1 ring

2-8 Installation and Programming

DIAL

[ # ]

Automatic Tries to Route 0 (Day)

Sets the number of times the Attendant will automatically

transfer a caller to Route 0—when the caller does not dial

a route or extension during the Day, Night, or Transfer Fail

announcement—before the Attendant hangs up (during business hours).

DIAL DIAL

DIAL

[ ★ ] [ 2 ] [ 9 ] [ 0 ] [ 6 ]

Number of transfer attempts

Valid settings = 1–20 attempts

Factory setting = 3 attempts

[ # ]

Automatic Tries to Route 0 (Night)

Sets the number of times the Attendant will automatically transfer a caller to Route 0—when the caller does not dial a route or extension during the Day, Night, or Transfer Fail announcement—before the Attendant hangs up (after business hours).

DIAL DIAL

DIAL

[ ★ ] [ 2 ] [ 9 ] [ 0 ] [ 7 ]

Number of transfer attempts

Valid settings = 1–20 attempts Factory setting = 3 attempts

[ # ]

Security Code

Identifies a code (1–6 digits in length) that must be entered in order to program the Attendant. The default security code is 789.

To change the security code:

DIAL

DIAL DIAL DIAL New code again DIAL

[ ★ ] [ 6 ]

New code (1–6 digits in length) [ # ]

[

# ] to confirm new code

A two-beep confirmation tone sounds. Be sure

to remember the new security code. If you

forget it, you will need to reprogram all Attendant settings (see "Lost Security Code" in Appendix B).

IMPORTANT: Immediately write down the

security code and keep it in a safe place. If you

lose it, you will not be able to change your announcements or do any other programming

until you call the Helpline.

Installation and Programming 2-9

System Programming for Attendant Operation

Instructions

At extension 10, place programming overlay on MLS-34D or MLS-12D phone. Press [

Follow boxed instructions for the setting(s) you want to change.

When setting up the Attendant for the first time, start with the Attendant Extensions procedure and

continue with the procedures in the order in which they are presented. (After you follow the instruc-

tions in a box, you will be in System Programming mode and can perform another procedure.) When programming session is finished, press [

Feature ] [ 0 ] [ 0 ] [ System Program ] [ System Program ] to enter System Programming mode.

NOTE:

The page numbers next to the names of programming procedures indicate the pages in this book where setup decisions related to the procedure are described.

Attendant Extensions (page 1-6)

Identifies the extensions to which the Attendant is connected.

DIAL

REPEAT

[ # ] [ 6 ] [ 0 ] [ 7 ]

Attendant extension (11–33)

Do not assign to extension 10, 16, 22, or 28

[ 1 ] or[ 2 ] [ 1 ] = assign the extension as an Attendant

extension, or

[

2 ] = unassign the extension

all steps for each Attendant

Attendant Line Assignments (page 1-6)

Identifies the lines the Attendant will answer.

DIAL DIAL

DIAL

REPEAT REPEAT

[ # ] [ 3 ] [ 0 ] [ 1 ]

number of the extension (11–33) on which

Attendant is installed

number of the line (1–8) to be answered by

Attendant [ 1 ] or [ 2 ]

[ 1 ] = assign the line to the Attendant so the

Attendant answers it, or

[

2 ] = unassign the line so the Attendant does

not answer it

for each line

for each Attendant

Music on Hold (page 1-8)

Turns the Music-on-hold jack on the system processor

module on or off.

DIAL DIAL

[ # ] [ 6 ] [ 0 ] [ 2 ] [ 1 ] or [ 2 ]

[ 1 ] = Active (the factory setting), or [ 2 ] = Not Active

Feature ] [ 0 ] [ 0 ] to exit program mode.

Call Answering Mode (page 1-4)

Programs Attendant to answer in Immediate Call Answering Mode (calls ring first at Attendant) or Backup Call

Answering Mode (calls ring first at receptionist).

To program for Immediate Call Answering Mode:

For each line assigned to Attendant, set the Attendant’s extension to "Immediate Ring," the receptionist’s extension

to "Delayed Ring," and other extensions that have the line to "No Ring." Repeat for each Attendant.

To program for Backup Call Answering Mode:

For each line assiqned to Attendant, set both the Attendant’s and the receptionist’s extensions to "Immediate Ring" and other extensions that have the line to "No

Ring." Finally, set the Attendant’s Answer Delay to the

number of times the receptionist’s extension should ring

before the Attendant picks up the call. (To program

Answer Delay, see the instructions on page 2-8.)

PRESS DIAL

PRESS

PRESS DIAL

PRESS

DIAL

PRESS REPEAT

PRESS [

REPEAT

Central Tel Program

[ Attendant’s extension number

Display shows green lights next to each line assigned to Attendant extension

each line button until display shows "Immediate Ring"

[

Central Tel Program

receptionist’s extension (usually 10) each line button until display shows "Delayed

Ring" for Immediate Call Answering or "Immedi-

ate Ring" for Backup Call Answering

[

Central Tel Program

another extension with lines to be answered by

Attendant

each line button until display shows "No Ring" the last three steps for remaining extensions

Central Tel Program

all steps for each Attendant

]

] [

System Program

]

2-10 Installation and Programming

Transfer Return Extensions (page 1-6)

Identifies the Transfer Return extension for each Attendant

extension. A call returns to this extension when a Destination extension for a call transferred by the Attendant does

not answer. The factory setting is that the call will return to

the Attendant (originating) extension.

DIAL

DIAL DIAL

REPEAT

[ # ] [ 3 ] [ 0 ] [ 6 ]

Attendant extension number Transfer Return extension number

all steps for each Attendant

NOTE: If the Transfer Return extension is another Atten-

dant, the Day Announcement for the other Attendant should not be worded as if the call is being answered for the first time.

Transfer Return Rings

(page 1-6)

Sets the number of times a call will ring at the Destination

extension (under system control) before being routed to the Transfer Return extension.

NOTE: The Attendant rings the extension once before

giving control to the system, so the total number of rings

the extension receives before a call returns is one more than the number entered here.

DIAL DIAL

[ # ] [ 1 ] [ 0 ] [ 5 ]

number of rings

Valid settings = 0–9 rings (0 = no return)

Factory setting = 4 rings

Night Service Group

If you program a Night Service button on the MLS-12D or MLS-34D phone at extension 10, you can use the Night Service button to turn the Attendant on and off.

NOTE: You cannot use this setup if you have pro-

grammed a System Password (#403). DIAL DIAL

DIAL DIAL DIAL PRESS

DIAL

PRESS

PRESS REPEAT

] [ 5 ] [ 0 ] [ 3 ] (Night Service Button)

[ [ 1 ] to assign a Night Service button

[ # ] [ 5 ] [ 0 ] [ 4 ] (Night Service Group) Attendant extension number [

1 ] to assign extension to the group

[

Central Tel Program

]

Attendant extension number

Line buttons light up to show the lines assigned

for the Attendant and the current Line Ringing

each line button until "no ring" shows on display

Calls will not ring at the Attendant except when Night Service is turned on

[

Central Tel Program

] [

System Program

]

for each Attendant you want to turn on and off

Ensuring Attendant Extensions Are Not in the

Calling Group

Eliminates Attendant extensions from the Calling Group (factory setting is that the Attendant is not in the group).

DIAL DIAL

DIAL REPEAT

[ # ] [ 5 ] [ 0 ] [ 2 ] (Calling Group Extensions)

Attendant extension number

[

2 ] to remove extension from group

all steps fro each Attendant

Automatic Extension Privacy

If the receptionist wants to be able to pick up calls after the Attendant has already answered (by pressing a line button), use this procedure to set the Automatic Extension Privacy feature for the Attendant extension to "Not Assigned" (set to "Assigned" if the receptionist should not pick up calls).

DIAL DIAL

DIAL

[

] [ 3 ] [ 0 ] [ 4 ] (Automatic Extension Privacy)

Attendant extension number

[

] (Assigned) or

[ 2 ] (Not assigned)

REPEAT

all steps for each Attendant

Line Access Restrictions, Outgoing Call Restrictions, and Automatic Line Selection

This procedure ensures that the correct settings for Line

Access Restrictions, Outgoing Call Restrictions, and

Automatic Line Selection are programmed so the Atten-

dant cannot inadvertently access outside lines.

Line Access Restrictions = Incoming only Outgoing Call Restrictions = No restriction

Auto Line Selection = Intercom only

DIAL DIAL DIAL DIAL REPEAT DIAL DIAL DIAL

PRESS DIAL PRESS PRESS

PRESS

REPEAT

[ # ] [ 3 ] [ 0 ] [ 2 ] (Line Access Restrictions)

Attendant extension number

a line number

[ 3 ] (Incoming only)

for all lines assigned to the Attendant

[ # ] [ 4 ] [ 0 ] [ 1 ] (Outgoing Call Restrictions)

Attendant extension number

[ 1 ] (No restriction)

[

Central Tel Program

]

Attendant extension number

[ ★ ] [ ★ ]

Left [ Intercom ] button

[ ★ ] [ ★ ]

[

Central Tel Program

] [

System Program

]

all steps for each Attendant

Disallowed Phone Number Lists

For proper operation, no Disallowed Phone Number Lists should be assigned to the Attendant extension. If any are assigned, use this procedure to unassign them.

DIAL DIAL DIAL DIAL REPEAT

REPEAT

[ # ] [ 4 ] [ 0 ] [ 5 ] (Disallowed Phone Number Lists)

Attendant extension number List number (1–4)

[ 2 ] (Not Assigned)

for all four lists all steps for each Attendant

Installation and Programming 2-11

Testing for Proper Operation

Follow boxed instructions below to ensure the Attendant answers and transfers calls correctly.

Testing Basic Operation

Test basic operation for both day and night operation.

ENTER DIAL

EXIT DIAL

DIAL VERIFY

LET

VERIFY

REPEAT

ENTER DIAL

EXIT

Attendant Programming mode (see page 2-6) [ ★ ] [ 7 ] [ 5 ] [ 1 ] to ensure that the Attendant is in

day mode

Attendant Programming mode (see page 2-6)

the phone number that is answered by the Attendant for your business (do not use a phone at a Destination extension)

the appropriate digit to select the first route that the phone begins to ring at the Destination

extension corresponding to the desired route the call ring, verifying that the call returns to the

Transfer Return extension (the number of rings

before the call returns depends on the Transfer Return Rings setting)

that "Transfer from AA" appears on the display

when the call goes to the Transfer Return

extension (if that extension has a system display phone)

above steps for each route, including Route 0

It is not necessary to test the Transfer Return

extension more than once per Attendant.

Attendant Programming mode [ ★ ] [ 7 ] [ 5 ] [ 2 ] to ensure that the Attendant is in

after-hours mode

Attendant Programming mode (see page 2-6)

Testing Secondary Destinations

Follow the procedure below for each route that has a Secondary Destination programmed.

MAKE

REPEAT

VERIFY

the Primary Destination busy (see page 1-2) to

ensure that the call goes to the Secondary Destination—on a standard phone, pick up the handset; on a system phone, turn on Do Not Disturb or go into programming mode

steps under "Testing Basic Operation" (except for testing the Transfer Return extension)

that the phone rings at the Secondary

Destination

REPEAT

ENTER DIAL EXIT

steps (except for testing the Transfer Return extension)

Attendant Programming mode

[ ★ ] [ 7 ] [ 5 ] [ 0 ] to resume normal operation

Attendant Programming mode (see page 2-6)

2-12 Installation and Programming

Planning Form

This appendix is a two-page planning form to use for recording the setup decisions described in Chapter 1. Use a pencil in case you want to change the

setup later. If you have more than one Attendant, use photocopies of the form. Additional

blank forms can be obtained from the AT&T Customer Information Center at

1 800 432-6600 in the U.S., or 1 800 255-1242 in Canada. The order number

for the planning form is 518-600-110.

Planning Form

A-1

PARTNER Plus Attendant

Planning Form (complete one form for each Attendant)

Attendant:

System

Programming

Attendant Programming

Attendant Extension:

System extension where Attendant is connected

Call Answering Mode:

❑

Immediate. Attendant answers first (immediate Line

Ringing for Attendant; delayed or no ring for receptionist)

❑

Backup. Receptionist answers first (immediate Line

Ringing for receptionist; delayed ring for Attendant)

❑

Attendant in Night Service Group

Extension 10 should be able to turn Attendant on and off using Night Service button (The Attendant extension cannot be in the Night Service Group if System Password is programmed).

Automatic Extension Privacy

❑

Receptionist can pick up calls after Attendant has already answered (Privacy "not assigned")

❑

Receptionist cannot pick up calls after Attendant has al-

ready answered (Privacy "assigned")

Answer Delay:

rings during day rings at night

1-15 rings (factory setting is 1 ring). Number of times incoming

call will ring before Attendant answers. If multiple Attendants are answering the same lines, set the Answer Delay differently dial a route or extension number. After the specified number of on each Attendant. tries, the Attendant will hang up.

Business Schedule

Specify times as a.m. or p.m., or

enter in military notation (9:00 a.m. = 09:00; 9:00 p.m. = 21:00)

❑

Check here instead if schedule is Monday-Friday 8:30- 5:00 p.m. (factory setting)

(same hours all 7 days) Entire week

Business Days

Sunday Monday Tuesday Wednesday Thursday Friday Saturday

Attendant Transfer Return Extension:

System extension where calls transferred by the Attendant

return if the Destination extension does not answer

Transfer Return Rings:

Lines Attendant Will Answer:

❑ Line 1 ❑ Line 2 ❑ Line 3 ❑ Line 4 ❑ Line 5 ❑ Line 6 ❑ Line 7 ❑ Line 8 ❑ None (2nd-level Attendants)

Automatic Tries

to Route 0:

1-20 tries (factory setting is 3 tries). Number of times Attendant

will automatically transfer a call to route 0 when caller does not

Opening Time

: : : : : : :

tries during day tries at night

Closing Time

: : : : : : :

Check this Column ( ✔ ) if Attendant should hang up when this route is chosen (especially useful at night when Attendant's greeting gives no choice of routes).

Announcements

Standard Announcement

Day

Thank you for calling

If you know the two-digit extension you want and are at a touch-tone phone, please dial it now:

For

, press 1 now. , press 2 now. , press 3 now. , press 4 now. , press 5 now.

Or stay on the line for assistance.

Night

Thank you for calling

Sorry we’re closed now. Please call again tomorrow during our business hours:

Good night.

Day

Sorry, that extension is unavailable.

Transfer Please hold for assistance or try again.

Fail

For

, press 1. , press 2. (15 secs) , press 3. , press 4. , press 5.

If Your Announcement Is Different

Duration

(secs*)

(20 secs)

(14 secs)

Hold

Night Transfer

Please hold.

Sorry, that extension is unavailable.

Please hold for assistance or try again.

Fail

Time your announcements; if any exceed the default duration (shown in parentheses), enter the number of seconds in the blanks provided. The total duration of all messages cannot exceed 64 seconds.

Notes

(05 secs)

(10 secs)

PARTNER Plus Attendant

Planning Form (complete one form for each Attendant)

Attendant:

System Programming

Attendant Programming

Attendant Extension:

System extension where Attendant is connected

Call Answering Mode:

❑

Immediate. Attendant answers first (immediate Line

Ringing for Attendant; delayed or no ring for receptionist)

❑

Backup. Receptionist answers first (immediate Line

Ringing for receptionist; delayed ring for Attendant)

❑

Attendant in Night Service Group

Extension 10 should be able to turn Attendant on and off using Night Service button (The Attendant extension cannot Night Service Group if System Password is programmed).

be in the

Automatic Extension Privacy

❑

Receptionist can pick up calls after Attendant has already answered (Privacy "not assigned")

❑

Receptionist cannot pick up calls after Attendant has already answered (Privacy "assigned")

Answer Delay:

rings during day rings at night

Business Schedule

Specify times as a.m. or p.m., or enter in military notation (9:00 a.m. = 09:00; 9:00 p.m. = 21:00)

❑

Check here instead if schedule

is Monday-Friday 8:30-5:00

p.m. (factory setting)

(same hours all 7 days) Entire week

Business Days

Sunday Monday Tuesday Wednesday Thursday Friday Saturday

Attendant Transfer Return Extension:

System extension where calls transferred by the Attendant return if the Destination extension does not answer

Transfer Return Rings:

Lines Attendant Will Answer:

❑ Line 1 ❑ Line 2 ❑ Line 3 ❑ Line 4 ❑ Line 5 ❑ Line 6 ❑ Line 7 ❑ Line 8 ❑ None (2nd-level Attendants)

Automatic Tries tries during day to Route 0:

Opening Time

: : : : : : :

tries at night

Closing Time

: : : : : : :

Check this column ( ✔ ) if Attendant should hang up when this route is chosen (especially useful at night when Attendant's greeting gives no choice of routes).

Announcements

Standard Announcement

Day

Thank you for calling

If you know the two-digit extension you want

and are at a touch-tone phone, please dial

it now: For , press 1 now. For For

, press 2 now.

, press 3 now. For , press 4 now. For

, press 5 now.

Or stay on the line for assistance.

Night

Thank you for calling Sorry we’re closed now. Please call again tomorrow during our business hours:

Good night.

Day

Sorry, that extension is unavailable.

Transfer Please hold for assistance or try again. Fail

For For For For For

press 1.

press 2.

press 3.

press 4.

press 5.

If Your Announcement Is Different

Duration

(secs*)

(20 secs)

(14 secs)

(15 secs)

Hold

Night

Please hold.

Sorry, that extension is unavailable.

Transfer Please hold for assistance or try again.

Fail

Time your announcements; if any exceed the default duration (shown in parentheses), enter the number of seconds in the blanks provided. The total duration of all messages cannot exceed 64 seconds.

Notes

(05 secs)

(10 secs)

Troubleshooting

If you have difficulty installing, programming, or using the Attendant, use the information in this appendix to attempt to solve the problem. If you still need help, AT&T customer support personnel are ready to assist you.

In the U.S. call this toll-free number 24 hours a day:

National Service Assistance Center Helpline 1 800 628-2888

In Canada, call the nearest Technical Assistance Center:

Power Failure

Eastern Canada and Ottawa Ontario Central and Western Canada

During a power failure, the Attendant can retain all of its programming informa-

tion (routes, business schedule, security code, etc.) up to eight weeks, and all

recorded announcements up to three hours, if the Attendant’s battery was fully charged and switches 1 and 2 were in the ON position at the time of the power

failure.

For example, if a power failure occurs after business hours, your announcements may be lost after three hours. To find out whether this has occurred, call the number answered by the Attendant. If your call is answered but no announcement plays, the announcements have been lost. You must rerecord all of your announcements (see page 2-7); but you probably will not need to reprogram the Attendant.

1 800 363-1882 1 800 387-4268 1 800 663-9817

Troubleshooting

B-1

Out-of-Service Codes

If the Attendant detects a serious problem, it automatically goes into an out-ofservice state. This means the Attendant will not answer calls (the caller hears ringing but the Attendant will not pick up the call). The "battery" light on the front panel blinks 1 to 10 times, pauses, then repeats the pattern. The pattern indicates why the Attendant is out of service. Refer to Table B-1 to determine the problem and solution.

Number of

Blinks

Problem

Announcements were not Slow blink—record recorded or were erased announcements (see page 2-7) (slow blink) or

Attendant cannot compute

battery level (fast blink) Unable to turn Voice

Recorder off Unable to turn Voice

Recorder on Unable to turn Voice

Playback off Unable to turn Voice

Playback on panel

Announcement detected with Depress reset button on back

no time allocation

Attempt made to play an Depress reset button on back

unrecorded announcement panel, then record announcement

RAM constants pool Depress reset button on back corruption detected

ROM check-sum error Depress reset button on back detected

Invalid value read from real-time clock

Fast blink—depress reset button

on back panel

Depress reset button on back

panel

Depress reset button on back

panel

Depress reset button on back

panel

Depress reset button on back

panel, then reallocate time for

announcement (see page 2-7)

(see page 2-7)

panel

panel Depress reset button on back

panel, then reprogram the clock (see page 2-6)

Solution

B-2 Troubleshooting

Table B-1 Out-of-Service Codes

If the problem is not solved, call the Helpline at 1 800 628-2888 (in U.S. only—

for assistance in Canada, see inside front cover).

Invalid Extensions and Routes

If a caller dials an invalid extension, the way the Attendant transfers the call depends on the extension the caller tries to dial:

If the caller dials the number for an extension on a 206 module that does

■

not have a phone connected to it, or for an extension on a 200 module, the Attendant detects ringback. (Although the 200 module has no extension jacks, it still has six extension numbers allotted to it.) After five rings the call returns to the Transfer Return extension.

■

If the caller dials an extension number for which there is no control unit module, the Attendant detects a busy signal, retrieves the call, and plays the Transfer Fail announcement.

■

If the caller presses a single digit not programmed as a route, the Attendant transfers the call to the Destination extension for Route 0. In the ABC Supermarket example in Chapter 1, if the caller presses 4 (a nonexistent route because ABC has only routes 0-3), the operator gets the call.

■

If the caller dials extensions 34–39, the call is transferred to Route 0. If the caller dials any other invalid number, the Attendant ignores the last

■

digit(s) and transfers the call according to the above rules. For example, if a caller dials 69, the Attendant treats the action as a "6" and transfers the caller to Route 0 if 6 is not a valid route. (If 6 is a valid route, the Attendant transfers the call to the Destination extension for Route 6).

Silence or Dial Tone Upon Answering an Attendant-Transferred Call

If a caller hangs up before the Attendant completes a transfer, the call may continue to ring at the Destination extension (or its Transfer Return extension).

The user who picks up the phone will hear silence or a dial tone. If the user has

a system display phone (MLS-34D or MLS-12D), the display message on the phone indicates the cause of the problem:

■ If the display message is "Transfer from AA," decrease the Transfer

Return Rings (see page 2-11).

■ If the display message is the Attendant extension number, increase the

number of seconds a caller has to finish dialing a route or extension before getting transferred to Route 0, Adjust the Dialing Delay as follows:

Dial the number answered by the Attendant. When the Attendant answers, enter [ ★ ] security code [ # ].

2. Dial [ ★ ] [ 2 ] [ 9 ] [ 0 ] [ 3 ].

Dial the number of seconds.

Valid settings are 2–10 seconds; the default setting is 4 seconds.

Dial [ # ] .

Hang up to end programming.

Troubleshooting

B-3

Attendant Disconnects Callers After They Select Routes

This problem occurs if the Attendant extension is in the Night Service Group and there is a System Password programmed. You cannot program a System Password if you put Attendants in the Night Service Group.

Also be sure that each Attendant does not have Outgoing Call Restrictions and does not have any Disallowed Phone Number lists assigned to it.

See page 2-11 for programming instructions.

Caller Hears Initial Announcement More Than Once

Check the Transfer Return extension for each Attendant (in System Programming), to make sure that calls return to the receptionist when Destination extensions do not answer. (See "Testing for Proper Operation" in Chapter 2.)

Try to isolate the problem to a specific route. If this can be done, reprogram the route.

Specify the maximum and minimum extensions on the system:

Dial the number answered by the Attendant.

When the Attendant answers, enter [ ★ ] security code [ # ] .

2. Dial [ ★ ] [ 9 ] [ 7 ] [ 0 ] [ 9 ].

3. Dial [ 1 ] [ 0 ] (the lowest 2-digit extension number for your system).

4. Dial [ # ] [ # ].

5. Dial [ ★ ] [ 9 ] [ 7 ] [ 1 ] [ 0 ].

6. Dial [ 3 ] [ 3 ] (the highest 2-digit extension number available for your

7. system).

] [ # ] to end the command sequence.

Dial [

8. Hang up to end the programming session.

B-4 Troubleshooting

Specifications

System Equipment Required

Mounting Location

Environmental

Dimensions

Weight Electrical

Battery

One PARTNER Plus system processor module required (Release 2 or greater)

At least one 200 or 206 module per Attendant is required on the system. Maximum four Attendants per PARTNER Plus system.

Attendant must connect to a Release 2 or greater 206 module and can plug into any extension jack except 10, 16, 22, or 28

System telephones at Destination extensions strongly recommended (AT&T models MLS-6, MLS-12, MLS-12D, MLS-34D, or MLC-6)

Within 10 feet of the PARTNER Plus control unit and within 5

feet of a properly grounded power outlet not controlled by a switch (connection to same power source as control unit

strongly recommended) Wall mounting optional but recommended. Mounting bracket

supplied; #10 or smaller screw required (not supplied) DO NOT stack multiple Attendants. Tempurature: 32° to +104°F (0° to +40°C)

Humidity: 0 to 95%, noncondensing

5.5 in W x 10.9 in D x 1.6 in H

2.2 cm W x 4.3 cm D x 6.3 cm H 2 lb (4.4 kg) Voltage: 115 VAC ± 10% Frequency: 60 Hz Power consumption: 7 VA

Trickle-charged NiCad Lithium coin cell Recharge time: 18 hours

Specifications

C-1

Power Failure Operation

Telephone Line Management

Serial Port

Voice Announcements

Programming (except recorded announcements) saved eight weeks after power failure if battery is fully charged at time of power failure

Recorded announcements saved 3 hours

Analog loop start Ring detection DTMF dialer/receiver Call progress detection

RS-232C 9600 bits per second, full duplex 8 data bits, no parity, 1 stop bit XON/XOFF protocol

8-conductor modular jack

Real-time, natural speech ADPCM analysis, compression, storage, and synthesis Sampling rate: 8 KHz Total announcement time: 64 seconds

5 announcement tracks

Visual Indicators

Regulatory Approvals

AC power Battery OK Off-hook (talking)

FCC Part 15 (EMI), Class A approved FCC Part 68 (telephone) approved Registration number: GRM3U8-19187-CIE Ringer equivalence (REN): 1.0B Jack (USOC): RJ11, RJ12, RJ13 Meets or exceeds U.L. 1459

U.L. listed power supply

C-2 Specifications

Index

ABC Supermarket

answering calls at, 1-1 to 1-3 example, 1-1 to 1-3, 1-10 planning form, 1-11 programming routes for, 2-8 route plan, 1-7

setup, 1-10 Abbreviated ringing, 1-2 AC power jack, 2-2, 2-3 Alert, external, 1-10 Announcements

after power failure, B-4

changing time allocations for, 1-8, 2-7

Day, 1-1, 1-8

Night, 1-1, 1-8

Hold, 1-2, 1-8

time allocations, 1-8, 2-7

recording, 2-7

repeating, B-5 specifications, C-2 Transfer Fail, 1-2, 1-8 types of, 1-8

Answer Delay, 1-5, 1-6, 2-8 Answering calls transferred by Attendant, 1-3, B-3 Answering machines, 1-9, 1-12 Answering mode, 1-4, 2-10 Audio source, 1-8 Auto City, 1-14 Automatic Extension Privacy, 1-4, 2-11 Automatic Line Selection, 2-11 Automatic route, 1-3 Automatic tries to Route 0, 2-9 Available extension, 1-2

Back panel, 2-2 Backup Call Answering mode, 1-5, 1-12, 2-10 Battery specifications, C-1 Battery light, 2-1, 2-3, B-2 Bell, 1-10 Business days, 2-6 Business hours, 2-7 Busy extension, 1-2

Call Answering mode

Backup, 1-5, 1-12, 2-10

Immediate, 1-4, 2-10

Call Pickup, 1-10 Calling Group, 2-11 Changing Attendant settings, 2-5 Changing business days

regular days, 2-6 temporary changes, 2-6

Changing business hours

regular hours, 2-7 temporary changes, 2-7

Clock, setting, 2-6 Closed days, 2-7 Combination extension, 1-12 Day Announcement, 1-1, 1-8, 2-7 Day Transfer Fail announcement, 1-8, 2-7 Daylight saving time, 2-6 Destination extension, 1-1, 1-2, 1-6, 2-8

Dialing

extension numbers, 1-2, 1-12

routes, 1-1 Dialing Delay, B-4 Dimensions of equipment, C-1 Disallowed Phone Number Lists, 2-11 Disconnect after route selection, 2-8, B-3 Display phones, 1-3, 1-7, 2-4 Do Not Disturb, 1-2, 1-7, 1-10 Doe, Smith, and Jones, Attorneys at Law, 1-12 Electrical requirements, C-1

Environmental requirements, C-1 Erasing a route, 2-8 Example setups, 1-9 to 1-16 Extensions

available, 1-2

busy, 1-2 combination, 1-12 connecting Attendants to, 1-6

Destination, 1-1, 1-2, 1-7, 2-8

dialing, 1-1

identifying Attendant, 2-10

invalid, 1-2, B-3

minimum, B-5

maximum, B-5

power failure transfer, 1-6

Secondary Destination, 1-7, 2-8 Transfer Return, 1-3, 2-11

valid, 1-2

Extension number, dialing, 1-2 External alert, 1-10 Fax lines, 1-6 FCC information, inside front cover, C-2 Front panel, 2-1 Groups

Calling, 2-11

eliminating extensions from during System Programming, 2-11

Night Service, 2-11

Hanging up after route selection, 2-8, B-3 Hardware requirements, 2-1, C-1 Hold announcement, 1-8, 2-7 Immediate Call Answering mode, 1-4, 2-10 In case of difficulty, B-1 Installation

guidelines, 2-2

hardware requirements, 2-1

instructions, 2-3

mounting requirements, C-1

prerequisites, 2-2

safety instructions, 2-ii

Invalid extensions, 1-2, B-3 Invalid routes, B-3 Lights on front panel, 2-1 Lines answered by Attendant, 1-6, 2-10 Line Assignment (Attendant Programming), 1-6, 2-10 Line management, C-2 Line Ringing, 1-4, 1-5 Line Access Restrictions, 2-11 Lines to answer, 1-6 Lost security code, 2-9 Magic on Hold system, 1-8, 1-10

Index IN-I

Maximum extension, B-5 Messaging, 1-12 Minimum extension, B-5 MLS-12D phone, 1-3, 1-7, 2-4 MLS-34D phone, 1-3, 1-7, 2-4 Modem lines, 1-6 Mounting requirements, C-1 Music-on-hold, 1-8, 1-10, 2-10 Multiple Attendants

determining number, 1-5 examples of use, 1-10, 1-14 installing, 2-1, 2-3 lines answered by, 1-6

trouble with, B-5 Night announcement, 1-1, 1-8, 2-7 Night Service, 2-11, B-3 Night Transfer Fail announcement, 1-8, 2-7 Number of Attendants required, 1-5 Ordering information, inside front cover Out-of-service codes, B-2 Outgoing Call Restrictions, 2-11

Parts, 2-3 Planning form

blank, Appendix A ABC Supermarket, 1-11 Auto City, 1-15, 1-16

Doe, Smith, and Jones, Attorneys at Law, 1-13

Power failure

operation, B-4, C-1

standard phones, B-4 transfer extensions, 1-6, B-4

Power light, 2-1, 2-3 Primary Destination extension, 1-7, 2-8 Programming

Attendant, 2-6, 2-9

charts, 2-4

guidelines, 2-4

System, 2-10

Reallocating announcement times, 2-7 Recording announcements, 2-7 Regulatory approvals, C-2 Repeating announcements, B-5 Reset switch, 2-2, B-1 Resuming normal schedule, 2-7 Route 0, 1-3, 1-6 Routes

automatic, 1-3

changing, 2-8

erasing, 2-8

examples, 2-8

hanging up after selection, 2-8

invalid, B-3

not selecting, 1-3

plan, 1-6

programming, 2-8

selecting, 1-1

Safety instructions, 2-ii Secondary Destination extension, 1-7, 2-8, 2-12 Security code, 2-9 Selecting a route, 1-1 Serial i/o jack, 2-2, C-2 Settings, 2-5

Setup

ABC Supermarket, 1-10 Auto City, 1-14 decisions, 1-3 Doe, Smith, and Jones, Attorneys at Law, 1-12 examples, 1-9 to 1-16

switches, 2-2, 2-3 Silence after answering transferred calls, B-4 Specifications, C-1 Support telephone number, inside front cover System answer assurance, 1-12 System display phones, 1-3, 1-7, 2-4 System equipment requirements, 2-1, C-1 System features

Abbreviated Ringing, 1-2

Attendant extensions, 2-10

Automatic Extension Privacy, 1-4, 2-11

Automatic Line Selection, 2-11

Call Pickup, 1-10

Calling Group, 2-11

combination extension, 1-12

Disallowed Phone Number Lists, 2-11 Do Not Disturb, 1-2, 1-7, 1-10 Line Assignment, 2-10 Line Ringing, 1-4 Line Access Restriction, 2-11 Music on Hold, 1-8, 1-10, 2-10 Night Service, 2-10

Outgoing Call Restrictions, 2-11 Transfer Return extension, 1-3, 2-10, B-5 Transfer Return Rings, 1-9, 2-10

System modules, 2-1

System Programming, 2-10 Talking light, 2-1 Telephone line management, C-2 Testing operation, 2-12 Time allocations for announcements, 1-8, 2-7 To line jack, 2-2 Trademarks, inside front cover Transfers, how the Attendant handles, 1-1 to 1-3 Transfer Fail announcement, 1-2, 1-8 Transfer Return extension, 1-3, 1-6, 2-11, B-5 Transfer Return Rings, 1-6, 1-9, 2-11 Transferring calls, 1-1 Tries to Route 0, 2-9 Troubleshooting, B-1 to B-4 Types of announcements, 1-8

Visual indicators, C-2 Wall mounting, 2-3, C-1 Warranty, inside front cover Weight of Attendant, C-1

10 VAC jack, 2-2

IN-2 Index

Comcode 106 449 689

AT&T 518-455-710

Issue 1

April 1991

AT&T 518-455-710 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Setup Decisions

Overview

How the Attendant Answers and Transfers Calls: An Example

Answering an Attendant-Transferred Call

Setup Decisions: An Introduction

Determining the Call Answering Mode

Immediate Call Answering Mode

Backup Call Answering Mode

Determining the Number of Attendants Required

Determining the Attendant Extensions and Transfer Return Extensions

Determining Lines the Attendant Will Answer

Determining the Route Plan

Allocating Time for Announcements

Music-on-Hold Source

Answering Machines

Example Setups

Attendant with Routes and Secondary Destinations

Attendant with Answering Machines for System Answer Assurance and Messaging

First- and Second-Level Attendants

Installation and Programming

Important Safety Instructions

Additional Safety Instructions for Installation Personnel

Hardware Requirements

The Attendant Unit

Front Panel

Back Panel

Installing the Attendant

Programming Guidelines

Introduction

Using the Programming Charts

Attendant Programming

Clock

Business Days

Business Hours

Reallocating Announcement Lengths

Recording Announcements

Routes

Security Code

System Programming for Attendant Operation

Attendant Extensions (page 1-6)

Attendant Line Assignments (page 1-6)

Music on Hold (page 1-8)

Call Answering Mode (page 1-4)

Transfer Return Extensions (page 1-6)

Transfer Return Rings

Night Service Group

Automatic Extension Privacy

Disallowed Phone Number Lists

Testing for Proper Operation

Testing Basic Operation

Testing Secondary Destinations

Power Failure

Out-of-Service Codes

Invalid Extensions and Routes

Silence or Dial Tone Upon Answering an Attendant-Transferred Call

Attendant Disconnects Callers After They Select Routes

Caller Hears Initial Announcement More Than Once

Index