Avaya INDEX TT3, INDEX TT5 User Manual
Contents
Contents
Introduction..................................................................................3
TT Turret Features.......................................................................4
Quick Summary............................................................................6
ACD Working................................................................................8
Answering Calls.........................................................................10
Actions During a Call.................................................................12
Making Calls...............................................................................14
Speed Dials, PIN & Account Codes .........................................16
Busy or Unanswered.................................................................18
Transfer, Park & Hold Calls.......................................................20
Diverting Calls............................................................................22
DSS Keys....................................................................................24
Manager-Secretary Working.....................................................26
Manager-Secretary Setup..........................................................28
Ringer Controls..........................................................................30
Other Features...........................................................................32
Turret Settings...........................................................................34
Voice Manager............................................................................36
Glossary......................................................................................38
Index............................................................................................39
INDeX 8.0 - TT 3/5 Turret Guide 38GDE00001SAB - Issue 7 (January 1999)
Introduction – Page 3
Introduction
Using This Guide
This guide is for the
telephone system. To check what type of TT turret you have,
press
type. Cancel the display by pressing
To check the software level of your system, press
RELEASE
software release
Cancel the display by pressing
PROGRAM
and then
(this guide covers Software Release 8.0)
What Features Can I Use?
This guide covers almost all the features supported by the TT 3
and TT 5 turrets. However, your turret may not be able to use all
the features. If unsure of which you can use, contact your
System Manager.
– Network Features:
Your phone system may be part of a network linking several
sites. Where possible, it treats network calls as internal calls
and offers the same features. However, this depends on the
type of network link and type of system at the other end of
the link. Some links may be to non-INDeX telephone
systems.
and
TT 3
. The turret displays its directory number and
PROGRAM
turrets used on the
TT 5
PROGRAM
. The turret displays the
ANSWER RELEASE
again.
INDeX
ANSWER
.
again.
Further Help
"Why don't you do
something to help me?"
Stan Laurel 1947.
In all instances, first seek help from your System Manager.
They will seek further assistance from your system's Maintainer
if necessary.
System Manager:
on
Extension:
This guide is also available in several computer formats
Windows help, Adobe Acrobat)
to obtain copies or download them from the Lucent
Technologies internet site
. Contact your System Manager
(http://www.sdxplc.com)
(eg.
.
INDeX 8.0 - TT 3/5 Turret Guide 38GDE00001SAB - Issue 7 (January 1999)
Page 4
TT Turret Features
Introduction to TT Turrets
"When at last this little
instrument appeared,
consisting, as it does, of
parts everyone of which is
familiar to us, and capable of
being put together by an
amateur, the disappointment
arising from its humble
appearance was only
partially relieved on finding
that it was really able to talk."
James Clerk Maxwell, "The
Telephone" 1878
The diagram shows the main features of a TT display turret, the
term covers TT 3 and TT 5 turrets.
The turret display changes during use to show options and
information available. A
indicates an option you can use by pressing that key.
Using the Scroll Key
Sometimes there are more options available than the turret can
display. When this happens, a
SCROLL
The turret display changes during calls and according to your
own customisation. Thus this guide cannot always detail when
you would have to press the
key. Press
-symbol next to a display key
-symbol appears next to the
SCROLL
to display the other options.
SCROLL
key to access a function.
INDeX 8.0 - TT 3/5 Turret Guide 38GDE00001SAB - Issue 7 (January 1999)
TT Turret Features – Page 5
Headset Connection & Use
TT turrets are designed for headset use. Pressing
RELEASE
handset on a normal phone.
Headsets should be connected to the barrier box supplied with
the turret. The barrier box then connects to the socket marked
H/SET under the turret. Use of the barrier box protects the
turret from static.
Tones & Ringing
The turret uses various tones and rings to indicate events. A
sample of these appears below. You can alter the ringer
volume, sound, switch it on/off, etc
Incoming Calls:
–
–
–
–
During Calls:
–
has the same effect as lifting or replacing the
Repeated Single Ring:
Repeated Double Ring:
Repeated Triple Ring:
Single Tone:
Repeated Double Pip:
Page call
System or personal alarm.
Camp on set
(see page 30)
Internal call.
External call.
(see page 10)
ANSWER
.
.
(see page 19)
.
–
Making Calls:
–
–
–
–
–
The Turret Lamp
The turret uses its lamp (above the
messages.
–
–
–
–
Repeated Single Pip:
or has intruded on your call.
Dial Tone:
Broken Dial Tone:
Repeated Tone:
Repeated Triple Tone:
Continuous Tone:
Fast Flashing Lamp:
Lamp On:
Repeating Double Flash:
Repeating Single Flash:
Dial number.
Message
Another extension is about to intrude
Forwarding calls
Busy number
Diverting to external number.
Number on no calls or unobtainable.
Call Waiting
(see page 10)
Internal call.
(see page 33)
(see page 18)
VIEW
key) to show calls and
(see page 12)
.
External call.
.
.
.
INDeX 8.0 - TT 3/5 Turret Guide 38GDE00001SAB - Issue 7 (January 1999)
Page 6
Quick Summary
Introduction
<value> = Enter value required (eg. turret number).
(note) = Note, {option} = Optional step
X...Y = Enter value in range X to Y.
< > = Use -display keys to change or select.
ACD Working
For full details, see page 8.
To start work - Log on:
LOG ON/OFF,
<log on number>
,
DONE
To temporarily stop receiving ACD calls:
To send a supervisor message:
To finish work:
Answering Calls
For full details, see page 10.
To answer a message:
To pickup calls in the turret's pickup group:
PICKUP, { NEXT}, ANSWER RELEASE
To set the turret's pickup group:
PROGRAM, PICKUP, CANCEL,
Actions During a Call
For full details, see page 12.
To change the receive volume:
To mute/unmute call:
To enter an account code:
To display the software release:
LOG ON/OFF
CALL or
MUTE (the
WRAP UP or BUSY N/A
ACD MSG, select message
To clear a message
<group no.>
VOLUME, (softer) < > (louder), DONE
symbol disappears when the call is muted)
ACCOUNT,
PROGRAM
, DONE
<account code>
:
CANCEL
, DONE
To create a conference:
HOLD,
<extension no.>
CONFER
,
Making Calls
For full details, see page 14.
INDeX 8.0 - TT 3/5 Turret Guide 38GDE00001SAB - Issue 7 (January 1999)
To make an external call:
To make an internal call: <extension number>
To redial the last external number:
To make a page call:
To use the Index directory:
<external number>
9,
PAGE,
<group number>
INDeX,
REDIAL
<letter key>
(includes speed dials)
, speak, ANSWER RELEASE
, <(Names)>, CALL
Quick Summary – Page 7
Speed Dials
For full details, see page 16.
To use a system speed dial by number:
SPEED DIAL,
SYSTEM, 100...999
To use a system speed dial by name:
<
(Names)>, CALL
To use a personal speed dial:
To store a personal speed dial:
PROGRAM, SPEED DIAL, 00...09, DELETE,
SPEED DIAL, OWN, 0...9
SPEED DIAL,
For external numbers, put 9 before the number.
If Busy or Unanswered
For full details, see page 18.
To leave a message:
This lights the lamp on the extension called and leaves your number as a message
to reply (unless they have reached their limit of 5 messages).
To camp on & wait:
This flashes the lamp on the busy turret.
To set a call back:
This rings you when that extension becomes free or is next used.
MESSAGE
CAMP ON
CALLBACK
Parking, Holding & Transferring Calls
For full details, see page 20.
To transfer a call:
To hold/unhold a call:
Pressing ANSWER RELEASE parks a held call.
HOLD, <dial number>, ANSWER RELEASE
HOLD
INDeX,
<no.>
, DONE, PROGRAM
<letter key>
,
To park a call:
To retrieve a parked call: <line number>
Ringer Controls
For full details, see page 30.
To change the ringer volume:
PROGRAM, RINGER, VOLUME, (soft) < > (loud), PROGRAM
To change the ringer sound:
PROGRAM, RINGER, SOUND, < > , { TONE}, PROGRAM
To switch the internal/external ringer on/off:
PROGRAM, RINGER, INTERNAL/ EXTERNAL, CHANGE, PROGRAM
To set the ringer step:
PROGRAM, RINGER, STEPS, CHANGE, PROGRAM
To set the timeout:
PROGRAM, RINGER, TIMEOUT, CANCEL,
Other Features
For full details, see page 32.
To set turret's passcode:
PROGRAM, PASSCODE,
To switch idle music on/off:
PROGRAM, MUSIC, CHANGE, PROGRAM
PARK
<new pass>
<timeout>
, PROGRAM
, PROGRAM
To enter/exit group:
INDeX 8.0 - TT 3/5 Turret Guide 38GDE00001SAB - Issue 7 (January 1999)
GROUP (When in group, a shows above the GROUP key)
Page 8
g
ACD Working
Overview of ACD
Typically agents on a phone system are grouped together, eg.
sales group, technical support group. ACD (Automatic Call
Distribution) routes calls on the sales number to any free agent
in the sales group.
As an ACD agent you have a log on number. Once logged on
you can receive call from your group. If your system supports
Roaming Agents
you must log on at a particular turret (check with your
Supervisor).
, you can log on at any ACD turret, otherwise
Incomin
Calls
Logged Off Logged On Busy Wrap Up Logged On Busy N/A
Telephone
System
The ACD records information about calls and agents. It display
this on Supervisor PC's, wallboards and reports.
Starting Work - Logging On
1. Press
2. Enter your agent number. If you make a mistake, press
3. Press
4. If okay, a
5. If already logged, the turret displays the extension where
your log on number is in use.
6. If not recognised, the turret displays
enter your number again or press
LOG ON/OFF
CANCEL
DONE
and re-enter your agent number.
.
-symbol appears above
ACD Group
Supervisor
Supervisor PC
.
LOG ON/OFF
NOT AGENT
DONE
.
.
, either
Finishing Work - Logging Off
Logging off stops you receiving ACD calls.
To log off:
1. Press
INDeX 8.0 - TT 3/5 Turret Guide 38GDE00001SAB - Issue 7 (January 1999)
LOG ON/OFF
.
ACD Working – Page 9
Stopping Work Temporarily - Busy
You can stop receiving ACD calls without logging off.
–
Busy Wrap Up:
work. You can still see your own status time plus view details
of waiting ACD calls
automatically cancel busy wrap-up after a short time.
–
Busy Not Available:
(for breaks, lunch, etc. The turret displays the time.
To temporarily stop receiving ACD group calls:
1. Press either
BUSY N/A
2. The
To return to receiving ACD calls again:
1. Press the key below the flashing -symbol.
(away from the desk).
-symbol above the appropriate key flashes.
Use this when at your desk but doing other
(see page 9)
Use this when away from your desk
WRAP-UP
Sending Supervisor Messages
You can use the
supervisor. The message appears on their PC's screen. The
messages available to each turret can be altered by the system
maintainer.
ACD MSG
. Note that the system may
(at the desk but doing other work) or
key to send a message to your
To send a message:
1. Press
2. Select the message required and press the display key next
to it (use the
Otherwise press
Viewing Waiting Calls
A fast flashing lamp indicates a call(s) waiting. Your turret can
display details of the waiting calls.
To view call waiting information:
1. When the turret lamp is flashing, press
through the different options.
–
CALLS WAITING:
–
WAITING TIME:
–
CALL WAITING FROM:
longest waiting call arrived (or extension if internal).
–
TIME:
Returns to normal call display.
ACD MSG
SCROLL
Displays the longest waiting call time.
.
key to see all the messages available).
DONE
Displays the number of calls waiting.
.
VIEW
Displays the line on which the
to cycle
INDeX 8.0 - TT 3/5 Turret Guide 38GDE00001SAB - Issue 7 (January 1999)
Page 10
Answering Calls
Answering Normal Calls
When calls arrive, the display shows information about the call
before you answer. It gives a repeated double flash for external
calls or a repeated single flash for internal calls. The ringer also
shows the call type by a repeated single or double ring if on
(see page 30)
To answer the call:
1. Press
Answering a Page Call
.
ANSWER RELEASE
.
When someone pages your turret
which it belongs, the system connects the page after giving a
tone. You can hear the page but they cannot hear you. The
display shows
a page it turns into a normal call.
To answer a page:
1. Press
ANSWER/RELEASE
Answering a Message
Other extensions can leave their number on your turret
page 19)
CALL FOR MESSAGE
comes on.
– Your own number indicates an alarm
– If
To answer or cancel a message:
1. To view any other message, press
. Your turret can store five such messages. It shows
"Message From Voice Mail"
PAGING
(see page 15)
and the pager's number. If you answer
.
, the caller's number and the lamp
(see page 10)
appears see page 36.
NEXT
or a group to
(see
.
(if shown).
2. To call the extension, press
3. To clear the message, press
4. At the last message, press
CALL
AGAIN
.
CANCEL
to repeat the list.
.
Alarms - Triple Ring, Music or Announcements
You can set an alarm to ring your turret
System Manager can also set system alarms to call a group to
which you belong. In both cases the alarm can consist of
ringing, music or a recording plus a displayed message.
To answer an alarm:
1. Press
INDeX 8.0 - TT 3/5 Turret Guide 38GDE00001SAB - Issue 7 (January 1999)
CANCEL
or
ANSWER RELEASE
(see page 32)
.
. The
Answering Calls – Page 11
Automatic External Call Connection
Free Flow - Alias:
- Force feed.
The System Manager can set a turret to free flow mode. In this
mode, the system connects external calls automatically after
giving a single tone (but not transferred external calls). After
ending a call, the system waits 3 seconds before connecting the
next.
Answering a Callback
You can arrange a callback from a busy or ringing extension
(see page 18)
displays the call details and
If you do not answer, the callback cancels after a short time
(see page 31)
To answer/cancel a call back:
1. To continue the callback, press
2. To cancel the callback, press
. When the callback takes place, your turret
"CALLING"
.
above
ANSWER RELEASE
CALLBACK
CALLBACK
.
.
.
Answering Other Extensions - Call Pickup
Pickup - Alias:
- Call pickup.
- Take.
Your turret can store a pickup group number
allows you to pick up calls ringing any turret in that group. The
PICKUP
group is ringing.
To show and pick up ringing turrets:
1. Press
2. Press the
between details of who is calling and being called.
3. To display other ringing turrets, press
4. To pick up the displayed call, press
5. To cancel the pick-up display, press
6. To repeat the list press
To set the turret's pickup group:
1. Press
2. Enter the turret's passcode
3. The display shows the current pickup group (if set).
4. Press
option only appears when a turret in your pickup
PICKUP
PROGRAM
to show the longest ringing call.
-symbol
(if shown)
AGAIN
and then
opposite the name to switch
ANSWER RELEASE
.
SCROLL
. Press
NEXT
CANCEL
(see page 34)
CANCEL
and enter a new pickup group number.
(see below)
(if shown)
.
PICKUP
.
. This
.
.
.
5. Press
INDeX 8.0 - TT 3/5 Turret Guide 38GDE00001SAB - Issue 7 (January 1999)
PROGRAM
to finish.
Page 12
Actions During a Call
Answering a Call Waiting
A fast flashing lamp means someone has 'camped on' to your
Muting Calls
turret
the name to switch between details of the waiting and current
call.
To answer a call waiting:
1. Park (press
2. The waiting call rings your turret.
(see page 19)
. Press the -symbol
PARK
) or end your current call.
(if shown)
opposite
Mute - Alias:
- Microphone on/off.
You can stop the caller from hearing you if necessary.
To switch mute on/off:
1. Press
MUTE
. The -symbol disappears when muted.
Changing the Call Volume
"Can you hear me mother"
Sandy Powell 1975.
You can change the caller volume during a call.
To change the call volume:
1. During the call, press
without making a call, just press ANSWER RELEASE first)
2. A slider appears. Adjusts this using the
(softer) and right (louder).
3. When finished, press
VOLUME
DONE
Adding Voluntary Account Codes
Voluntary Account - Alias:
- Call account allocation.
You can enter an account code during any external call. If the
system records the call on its call log, it includes the account
code. The system checks the code against its stored codes.
Ask your System Manager for a list of valid codes.
(To change the volume
-keys on its left
.
.
To enter a voluntary account code:
1. During the call, press
2. Enter an account code. If you make a mistake, press
DELETE
3. When you have entered the full code, press
4. If the system does not recognise the code, the turret
displays
INDeX 8.0 - TT 3/5 Turret Guide 38GDE00001SAB - Issue 7 (January 1999)
to delete the last digit entered.
REENTER ACCOUNT
ACCOUNT
.
DONE
. Repeat the steps above.
.
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