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 TT 3 and TT 5 turrets used on the INDeX telephone system. To check what type of TT turret you have, press PROGRAM. The turret displays its directory number and type. Cancel the display by pressing PROGRAM again.

To check the software level of your system, press ANSWER RELEASE and then PROGRAM. The turret displays the software release (this guide covers Software Release 8.0). Cancel the display by pressing ANSWER RELEASE again.

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.
Further Help
"Why don't you do	In all instances, first seek help from your System Manager.
something to help me?"	They will seek further assistance from your system's Maintainer
Stan Laurel 1947.	if necessary.
	System Manager:
	on Extension:
	This guide is also available in several computer formats (eg.
	Windows help, Adobe Acrobat). Contact your System Manager
	to obtain copies or download them from the Lucent
	Technologies internet site (http://www.sdxplc.com).

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 -symbol next to a display key 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 -symbol appears next to the SCROLL key. Press SCROLL to display the other options.

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 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 ANSWER RELEASE has the same effect as lifting or replacing the 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 (see page 30).

Incoming Calls:

–Repeated Single Ring: Internal call.

–Repeated Double Ring: External call.

–Repeated Triple Ring: System or personal alarm.

–Single Tone: Page call (see page 10).

During Calls:

–Repeated Double Pip: Camp on set (see page 19).

–Repeated Single Pip: Another extension is about to intrude or has intruded on your call.

Making Calls:

–Dial Tone: Dial number.

–Broken Dial Tone: Forwarding calls (see page 33).

–Repeated Tone: Busy number (see page 18).

–Repeated Triple Tone: Diverting to external number.

–Continuous Tone: Number on no calls or unobtainable.

The Turret Lamp

The turret uses its lamp (above the VIEW key) to show calls and messages.

– Fast Flashing Lamp: Call Waiting (see page 12).

– Lamp On: Message (see page 10).

– Repeating Double Flash: External call.

– Repeating Single Flash: Internal 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: WRAP UP or BUSY N/A To send a supervisor message: ACD MSG, select message

To finish work: LOG ON/OFF

Answering Calls

For full details, see page 10. To answer a message: CALL or To clear a message: CANCEL

To pickup calls in the turret's pickup group:

PICKUP, { NEXT}, ANSWER RELEASE

To set the turret's pickup group:

PROGRAM, PICKUP, CANCEL, <group no.>, DONE

Actions During a Call

For full details, see page 12. To change the receive volume: VOLUME, (softer) < > (louder), DONE To mute/unmute call: MUTE (the symbol disappears when the call is muted)

To enter an account code: ACCOUNT, <account code>, DONE To display the software release: PROGRAM

To create a conference: HOLD, <extension no.>, CONFER

Making Calls

For full details, see page 14. To make an external call: 9, <external number>

To make an internal call: <extension number>

To redial the last external number: REDIAL (includes speed dials)

To make a page call: PAGE, <group number>, speak, ANSWER RELEASE

To use the Index directory: INDeX, <letter key>, <(Names)> , CALL

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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: SPEED DIAL, INDeX, <letter key>,

<(Names)> , CALL

To use a personal speed dial: SPEED DIAL, OWN, 0...9

To store a personal speed dial: For external numbers, put 9 before the number.

PROGRAM, SPEED DIAL, 00...09, DELETE, <no.>, DONE, PROGRAM

If Busy or Unanswered

For full details, see page 18. To leave a message: 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: CAMP ON

This flashes the lamp on the busy turret.

To set a call back: CALLBACK

This rings you when that extension becomes free or is next used.

Parking, Holding & Transferring Calls

For full details, see page 20. To transfer a call: HOLD, <dial number>, ANSWER RELEASE

To hold/unhold a call: HOLD

Pressing ANSWER RELEASE parks a held call.

To park a call: PARK

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, <timeout>, PROGRAM

Other Features

For full details, see page 32. To set turret's passcode:

PROGRAM,	PASSCODE, <new pass>, PROGRAM
To switch idle music on/off:
PROGRAM,	MUSIC, CHANGE, PROGRAM

To enter/exit group: GROUP (When in group, a shows above the GROUP key)

INDeX 8.0 - TT 3/5 Turret Guide

38GDE00001SAB - Issue 7 (January 1999)

Page 8

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 can log on at any ACD turret, otherwise you must log on at a particular turret (check with your Supervisor).

Incoming	Telephone		ACD Group
Calls	System
				Supervisor
Logged Off	Logged On	Busy Wrap Up	Logged On	Busy N/A

Supervisor PC

The ACD records information about calls and agents. It display this on Supervisor PC's, wallboards and reports.

Starting Work - Logging On

1.Press LOG ON/OFF.

2.Enter your agent number. If you make a mistake, press

CANCEL and re-enter your agent number.

3.Press DONE.

4.If okay, a -symbol appears above LOG ON/OFF.

5.If already logged, the turret displays the extension where your log on number is in use.

6.If not recognised, the turret displays NOT AGENT, either enter your number again or press DONE.

Finishing Work - Logging Off

Logging off stops you receiving ACD calls.

To log off:

1. Press LOG ON/OFF.

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38GDE00001SAB - Issue 7 (January 1999)

ACD Working – Page 9

Stopping Work Temporarily - Busy

You can stop receiving ACD calls without logging off.

–Busy Wrap Up: Use this when at your desk but doing other work. You can still see your own status time plus view details of waiting ACD calls (see page 9). Note that the system may automatically cancel busy wrap-up after a short time.

–Busy Not Available: Use this when away from your desk (for breaks, lunch, etc. The turret displays the time.

To temporarily stop receiving ACD group calls:

1.Press either WRAP-UP (at the desk but doing other work) or BUSY N/A (away from the desk).

2.The -symbol above the appropriate key flashes.

To return to receiving ACD calls again:

1. Press the key below the flashing -symbol.

Sending Supervisor Messages

You can use the ACD MSG key to send a message to your supervisor. The message appears on their PC's screen. The messages available to each turret can be altered by the system maintainer.

To send a message:

1.Press ACD MSG.

2.Select the message required and press the display key next to it (use the SCROLL key to see all the messages available). Otherwise press DONE.

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 VIEW to cycle through the different options.

–CALLS WAITING: Displays the number of calls waiting.

–WAITING TIME: Displays the longest waiting call time.

–CALL WAITING FROM: Displays the line on which the longest waiting call arrived (or extension if internal).

–TIME: Returns to normal call display.

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 ANSWER RELEASE.

Answering a Page Call

When someone pages your turret (see page 15) or a group to 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 PAGING and the pager's number. If you answer 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 (see page 19). Your turret can store five such messages. It shows CALL FOR MESSAGE, the caller's number and the lamp comes on.

–Your own number indicates an alarm (see page 10).

–If "Message From Voice Mail" appears see page 36.

To answer or cancel a message:

1. To view any other message, press NEXT (if shown).

2.To call the extension, press CALL.

3.To clear the message, press CANCEL.

4.At the last message, press AGAIN to repeat the list.

Alarms - Triple Ring, Music or Announcements

You can set an alarm to ring your turret (see page 32). The 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 CANCEL or ANSWER RELEASE.

INDeX 8.0 - TT 3/5 Turret Guide

38GDE00001SAB - Issue 7 (January 1999)

Answering Calls – Page 11

Automatic External Call Connection

Free Flow - Alias: The System Manager can set a turret to free flow mode. In this - Force feed. 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). When the callback takes place, your turret displays the call details and "CALLING" above CALLBACK. 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 ANSWER RELEASE.

2.To cancel the callback, press CALLBACK.

Answering Other Extensions - Call Pickup

Pickup - Alias:	Your turret can store a pickup group number (see below). This
- Call pickup.	allows you to pick up calls ringing any turret in that group. The
- Take.	PICKUP option only appears when a turret in your pickup
	group is ringing.

To show and pick up ringing turrets:

1.Press PICKUP to show the longest ringing call.

2.Press the -symbol (if shown) opposite the name to switch between details of who is calling and being called.

3.To display other ringing turrets, press NEXT (if shown).

4.To pick up the displayed call, press ANSWER RELEASE.

5.To cancel the pick-up display, press CANCEL.

6.To repeat the list press AGAIN.

To set the turret's pickup group:

1.Press PROGRAM and then SCROLL. Press PICKUP.

2.Enter the turret's passcode (see page 34).

3.The display shows the current pickup group (if set).

4.Press CANCEL and enter a new pickup group number.

5.Press PROGRAM to finish.

INDeX 8.0 - TT 3/5 Turret Guide

38GDE00001SAB - Issue 7 (January 1999)

Page 12

Actions During a Call

Answering a Call Waiting

	A fast flashing lamp means someone has 'camped on' to your
	turret (see page 19). Press the -symbol (if shown) opposite
	the name to switch between details of the waiting and current
	call.
	To answer a call waiting:
	1. Park (press PARK) or end your current call.
	2. The waiting call rings your turret.
Muting Calls
Mute - Alias:	You can stop the caller from hearing you if necessary.
- Microphone on/off.	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 VOLUME (To change the volume without making a call, just press ANSWER RELEASE first).

2.A slider appears. Adjusts this using the -keys on its left (softer) and right (louder).

3.When finished, press DONE.

Adding Voluntary Account Codes

Voluntary Account - Alias: You can enter an account code during any external call. If the - Call account allocation. 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 enter a voluntary account code:

1.During the call, press ACCOUNT.

2.Enter an account code. If you make a mistake, press

DELETE to delete the last digit entered.

3.When you have entered the full code, press DONE.

4.If the system does not recognise the code, the turret displays REENTER ACCOUNT. Repeat the steps above.

INDeX 8.0 - TT 3/5 Turret Guide

38GDE00001SAB - Issue 7 (January 1999)