AT&T 518-455-710 User Manual

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

+ 33 hidden pages