AT&T System 25 User Manual 2

AT&T

AT&T System 25

Switched Attendant Console

User Guide

Loop

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Switched Loop Attendant Console User Guide Prepared by the Technical Publications Group

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Contents

Introduction

Attendant Features

Answering Calls Attendant Message Waiting Conference Calls Directory Display Display Functions Hold Incoming Calls Inspect Night Service Paging Park

Placing Calls Position Busy System Alarm

Testing Your Console

9 11 13 15 18

21 22

25 28 30 31 32 34 37 38 39

Standard Multiline Features

Account Code Entry Automatic Intercom Call Accountability Call Waiting Callback Coverage Data Calls

Placed from Your Telephone Direct Group Calling (DGC) Direct Station Selection (DSS) Exclusion Following

41 43 44 45 46 48

49 50

51 52

Forwarding Hands-Free Answering Last Number Dialed

Leave Word Calling Message Waiting Personal Message Waiting

Pickup Programming Numbers Recall

Repertory Dialing (REP DIAL) Signaling Speakerphone

Speed Dialing

Transfer

55 56

57 58 59 60

61 62

65 66 67 68

70 71

Glossary

Introduction

This guide describes how to Attendant Console (SLAC). Attendant Console (DTAC), console.

use the System 25 Switched Loop

If you have a Direct Trunk

you must use the guide for that

Features

You can use most of the features available to other multiline telephone users. to special features that will help you handle calls.

Your AT&T System 25 has two types of features: fixed and assignable. your SLAC. (In this guide, fixed features are indicated at the beginning of a feature description by a box with a check.) An assignable feature is

“assigned” by your System Administrator. (In this guide, assigned features are indicated at the beginning of a feature description by an empty box.)

A fixed feature is one that is always available on

In addition, as the attendant, you have access

not

provided automatically. It must be

✓

❑ ❑

Check with your System Administrator as to which features have been assigned to you. (As a reminder, you can place a check in the box of each assignable feature that you have.)

fixed feature

assignable feature

Attendant Consoles

The Switched Loop Attendant Console (SLAC) can be used alone or with a Direct Extension Selector Console (Selector Console). The setup you will use depends on the size and needs of your company. both consoles.

This guide provides instructions for using

Switched Loop

Attendant Console

Direct Extension

Selector Console

Console Buttons

There are three standard types of buttons on your SLAC. Each

is represented in a special way in this guide:

TYPE

dial pad buttons

button next to permanent

label with dark background button next to changeable

label with light background

NOTE:

A fourth type of button can be found on the display unit,

and is represented in this way:

Set

SHOWN AS:

HOLD

REP DIAL

Loop Buttons

Voice communications paths between your console and the System 25 are called loops. time; if you are busy with a call, other incoming calls will wait in a line (a “queue”) until you are ready to respond. If there are two attendants they

Your console receives calls one at a

the same queue.

Your SLAC has five buttons that are used to place and

LOOP

receive calls. These buttons give you access to outside lines as well as system features.

Automatic Loop Selection

When an incoming call rings, lift the handset (go off-hook); you

are automatically connected to the caller. If your console is idle and you want to place a call, lift the handset; you automatically

receive dial tone at one of the Occasionally, you may have to press a

answer or place a call.

LOOP

buttons.

LOOP

button when you

The console procedures

instructions when this is necessary.

Selector Console

The Selector Console allows you to call an inside number by pressing only one or two buttons instead of dialing all the digits. These buttons are identified and described below.

Group Select Buttons

(the first seven buttons located on the bottom row) Used for selecting the “hundreds” group of each extension number.

NOTE:

(The plastic

Direct Extension Selection (DXS) Buttons

You

may want to label the seven Group Select buttons. caps can be pulled off temporarily to insert labels.)

(located directly above the Group Select buttons) Used for selecting specific extension numbers. (The numbering is fixed from 00 to 99.)

Using the Selector Console

■ If you are placing a call to extension 273:

➤ Press the 200 Group Select button on the bottom row. ➤ Press the 73 DXS button.

■ If you are placing a call to extension 4519:

➤ Press the 4500 Group Select button.

➤ Press the 19 DXS button.

Handset Tones

System 25 signals you with tones that are heard through the

handset. The tones and their descriptions are listed below. DIAL TONE

llllllllllllllllllllllllllllllllllllllllllllllllllll

(a continuous steady tone)

You can dial.

CONFIRMATION TONE ll ll ll (three short tones) Your action has been accepted.

RINGBACK TONE llllllllllllll lllllllllll (repeating on/off tone)

The number you dialed is ringing.

SPECIAL RINGBACK TONE lllllllllllllllllllll ll (one long tone and one short, dull tone) The person you dialed is busy, and

has been notified of Call

Waiting. BUSY TONE lllll lllll lllll (repeating

on/off tone)

The number you dialed is busy.

FAST BUSY TONE lll lll lll lll (fast

repeating on/off tone)

The number you dialed was busy, misdialed, or restricted.

CALL WAITING TONE (short tone(s) heard during a call)

lll lll lll (the waiting call is an outside call)

(the waiting call is an inside call)

You have a call waiting to be answered. QUEUEING TONE ll ll ll ll ll (five short tones)

Your request for a callback has been confirmed.

DEQUEUEING TONE ll ll ll (three short tones)

The extension or outside line that you requested for callback is

now available.

Ringing Tones

System 25 signals you with four distinctive rings. The rings and their descriptions are listed below.

INSIDE CALL llllllllllllllllllll (one long ring) Your call is from a person inside your company.

OUTSIDE CALL llllll llllll (two short rings)

Your call is from someone outside your company. ABBREVIATED ALERT lll (one short burst of ringing)

This can indicate a call on another line; a busy-to-idle reminder; a manual signal; or that your telephone is in program mode.

PRIORITY RING ll ll llllllllllllll (two short rings and one long ring) You are being alerted that your request for Callback can now be completed; or a call is being set up remotely for your phone via a data feature known as Third-Party Call Setup.

Lights

A steady red light indicates the line you should use when you lift the handset.

A steady green light indicates the line or feature in use.

A slow blinking green light indicates an

incoming call. A fast blinking green light indicates a call on

hold or a queued call. (An intermittent blinking

green light indicates a call held temporarily while

being transferred or conference.)

On the Selector Console, a steady red light indicates that a telephone is in use, or a call is

parked on this extension.

On the Selector Console, a blinking red light indicates an extension that is calling you, or an unanswered call is returning to you from that extension.

Data Dial Code (DDC)

When your System 25 was installed, Data Dial Codes (DDCs)

you

were assigned to data terminals. If associated with your System 25, you will receive separate information regarding its use.

have a data terminal

Personal Dial Code (PDC)

Personal Dial Codes (PDCs) were assigned to telephones. In

most cases, your PDC is your extension number. If a telephone is shared by two or more people, each person may have been assigned their own Floating extension numbers (FPDCs) are also used as a convenience for visitors, and for people who are not permanently assigned to a specific location.

“floating” extension number (FPDC).

Display Unit

The console’s built-in display provides visual information about

incoming and outgoing calls. screens shown at the end of each feature entry. Also, refer to the entries for “Directory”, “Display”, “Inspect”, and “Display Functions”.

Use the procedures and sample

Queue Status

System 25 “stacks” calls to a busy console in a waiting line (a queue). These queued calls are then sent to the console, one at a time, as the attendant becomes available. The number of calls waiting in the queue is shown on the right side of the Screen 1 display. If one to nine calls are waiting for to be answered, the

actual number appears.

by "!".

A queue of ten or more calls is indicated

This Guide

This guide has two feature sections: Attendant Features and

Standard Multiline Features. The Attendant section describes

the features you will use as an attendant. The Multiline section

describes the features that are available to you and all other multiline telephone users. are arranged in alphabetical order.

For your convenience, the features

Additional Information

See your System Administrator if you have any questions or would like additional information about your System 25 features.

Attendant Features

Answering Calls

You can receive only one call at a time on your console; calls are held in a queue at the System 25 until you (or the other

attendant) can handle them. Your console receives incoming

calls only when you have no active calls, and at least one loop is

idle.

You answer all incoming calls at one of the LOOP buttons on

the upper left of the console. (The system automatically selects

LOOP buttons in a rotating sequence for receiving calls.)

When an incoming call rings, the green light next to the

appropriate LOOP blinks.

✓

❑

Answering a Call

Lift the handset.

Speak with the caller.

Display

The display shows different information, depending on the type of incoming calls received.

If an outside call has arrived at your console, and three calls are waiting in the attendant queue, your display shows:

OUTSIDE 3

Answering Calls (Continued)

When a call arrives at the console from an inside phone, the display shows the extension number and name of the person calling. The “!”

symbol indicates that ten or more calls are

waiting in the queue.

314 Sherwood,A !

A call that you sent to A. Jones is returning (indicated by the “}”

symbol); the person’s extension and name are shown.

}398 Jones,A 2

Pressing the

SCROLL

button displays Screen 2: the letter “d“ indicates that Jones did not answer. The identifier of the person who is calling is also shown.

BRANCH d

A call placed to S. Tango by an inside caller has been redirected to the console for coverage, as indicated by the “>” symbol.

>319 Tango,S 3

To determine the identity of the caller, press

SCROLL

display Screen 2.

301 Asay, J

The letter "s" indicates that the person who was called (Tango) activated Send All Calls to have the call sent to coverage.

Attendant Message Waiting

You can use a Message light to notify people of a waiting

message. next to Message light on the telephone you call.

Turning on Message Waiting Lights

While Ringing the Telephone

1 If the light is not on, press ATTENDANT MESSAGE WAITING .

The !ight next to this button turns on.

Hang up.

The light next to this button goes off.

Without Ringing the Telephone

When you dial an extension, the status of the light

ATTENDANT MESSAGE WAITING

will be the same as the

❑

1 Listen for dial tone, then press ATTENDANT MESSAGE WAITING .

The light next to this button turns on.

Dial the extension number.

2 3 After confirmation tone, hang up.

The light next to this button goes off.

Turning Off Message Waiting Lights

While Talking with the Person

1 If the light is on, press ATTENDANT MESSAGE WAITING .

The light next to this button goes off.

Hang up.

Without Ringing the Telephone

1 Listen for dial tone, then press ATTENDANT MESSAGE WAITING .

The light next to this button turns on.

Dial the extension number.

(Continued)

Attendant Message Waiting (Continued)

After confirmation tone, press ATTENDANT MESSAGE WAITING

again.

The light next to this button goes off.

Hang up.

Display

Using the Attendant Message Waiting feature does not affect the call information display.

Conference Calls

❑

You can set up a conference that includes a combination of

System 25 extensions as well as outside calls. You may have up to five conferees; however, no more than two may be on outside lines. To set up a conference, start with one call; then contact

the new parties one at a time and add them to the original loop. You can drop parties before they are placed in a conference.

However, once in a conference, you cannot selectively drop

party from the conference because they are all on the same loop.

If you want someone to withdraw from the conference, ask that

person to hang up.

Setting Up a Conference

Dial the first person and announce the conference call.

any

2 Press CONFERENCE

The light next to the LOOP button blinks intermittently.

The system then selects and lights a new

tone.

3 Dial the next person you want added to the conference.

NOTE:

for any reason this call should

and listen for dial tone.

LOOP button and supplies dial

not

be added (busy, no answer, or misdial), you should do the following: Press DROP , then press the appropriate button for the call you want to drop.

Press RELEASE or FORCED RELEASE to drop an outside call that is ringing or is returning a busy, intercept, or reorder

tone.

4 Announce the conference call.

NOTE:

Press

RELEASE

FORCED RELEASE

to drop an inside or outside call that is completed but the person is not joining the conference.

(Continued)

Conference Calls (Continued)

Press the LOOP button next to the blinking light to add this

person to the conference.

The loop where the last conferee was called becomes idle again.

If you want to add another conferee, return to Step 2 and

continue.

Display

Each time a party is called for a conference, the normal information is displayed.

Call to an inside extension:

311 Dunn,B 2

Call to an outside number:

95551634

As each new person is added to the original loop, the display

shows the number of conferees (including you) now connected together, along with the current number of calls waiting in the queue.

CONFERENCE 3 2

Display

✓

❑

The console’s incoming and

as follow:

■

Handling calls more easily

■

Checking the time and date

Setting the alarm, time, day, date, and timer

■

Programming buttons or speed dialing codes from your

■

telephone

■

Using the system directory to check a specific person’s number

Checking the feature or numbers that are stored on a button,

■

the identity of an incoming call, and the identity of a call on hold.

built-in display provides visual information about outgoing calls.

Various uses for your display are

Viewing Display Screens

The display can show two screens of information, each

containing up to 16 characters. (You can view only one screen at a time. ) Screen 1 appears automatically y and indicates information such as names and extension numbers (inside calls), and identification of outside calls.

1 To view the information that appears on Screen 2 of the

display, press

To return to Screen 1 of the display, press

If Screen 2 of a display is a continuation of Screen 1, such as a telephone number that is more than

dash at the beginning of Screen 2. The following is an example

of a double-screen display, in which the telephone number is

continued on Screen 2.

SCROLL.

12345678909876

-54321

SCROLL

digits, you will see a

again.

Display (Continued)

Pressing the INSPECT mode, where you can specific buttons.

See the entry entitled “Inspect” for more

button puts the display into the

Inspect

check the information associated with

details.

The DIRECTORY button allows you to check the number associated with someone in your system. For more information

about operation for this feature, see the entry for “Directory”.

Symbols Used in Displays

Two groups of symbols provide specific information about

incoming calls. Screen 1 display are as follow:

Display symbol

}

Symbols that may appear on the left side of the

Meaning of the symbol

A redirected or coverage call has been sent to the console.

A call is returning to the console from an extension that is busy or does not answer; or a call has been redirected using the Third-Party Call Setup (for Data) or Park feature.

The START button has been pressed

while handling a call. This is a Busy-to-Idle Reminder call.

The

call has been queued by

requesting the Callback feature. The call has been forwarded to an

outside location. The call being received is a transferred

call.

(Continued)

Display (Continued)

The following Call Type identifiers

appear on the right side of

the Screen 2 display.

Display symbol

This is a Third-Party (Data feature)

Meaning of the symbol

call. b d

The covered station was busy.

The covered station did not answer

the call.

The call was sent using the Following

or Forwarding feature. g n

This is a DGC call.

This is a Night Service call.

When the initial redirection symbol is

“>”,

the call was picked up using the

Pickup feature.

When the initial redirection symbol is

“}”, this is a returning a “parked” call.

Send All Calls was turned on by the covered station.

The call is to an FPDC that is not

signed in.

Display Functions

✓

❑

The LOCAL button provides access to special features built into your display unit.

The buttons at the top of the telephone (next to the display screen) control a clock, calendar, 60-minute timer, and an alarm.

When you press LOCAL, you select next.

Your display will remain in the “Local” mode

until you either place a call, receive a call, or press

the screen displays whatever function

LOCAL

again.

Setting the Clock, Date, or Alarm

1 Press LOCAL.

The Clock/Calendar Screen appears on the display.

Press Set (repeatedly, if necessary) until the item you want

to change flashes.

3 Press Fwd or Rev to change the setting.

4 If you want to change the setting of another item, return to

Step 2.

5 Press Exit , then press LOCAL.

Using the Timer

Press

LOCAL

Press Time/Timer

The Timer Screen appears on the display.

To start the timer, press Start .

The Timer resets to 00:00, then begins timing.

To stop the Timer, press Stop .

If you want to time another event, return to Step 3.

Press Exit, then press LOCAL.

Hold

You can hold calls while you attend to other matters and then

pick them back up. After you put a call on hold, you may hang up the handset without losing the call. Keep in mind that when you put a call on hold, the system is signalled that you are available to receive another call; if there are any calls waiting in the queue, the system will send the first one to you as soon as you put your current call on hold.

If you do not return to your held call within a preset time interval, there will be a visible change in the blink rate and, if administered, an audible tone. After a second timed reminder is sent, the system will either continue to send reminders or cause the call to start ringing again as an incoming call at the LOOP button where it is held. This option is controlled by your

System Administrator.

✓

❑

Automatic Hold and Automatic Release

If you have the Automatic Hold feature, a call is put on hold

automatically when you select another loop by pressing LOOP,

FLEX DSS, FACILITY,

Automatic Release feature instead, a call is released or lost when you select another loop without first pressing HOLD . Find

out from your System Administrator which of these features your console has.

or AUTO ICOM . If you have the

Placing Calls on HoId

1 Press HOLD .

The light next to the LOOP button of the held call blinks.

You can handle other matters without disconnecting the line.

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