Ericsson DIALOG 3214, BUSINESSPHONE 250, BUSINESSPHONE 50 User Manual

User´s Guide

BUSINESSPHONE 250

BUSINESSPHONE 50

Operator´s Console

FORVH

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

BUSINESSPHONE 250 / BUSINESSPHONE 50 OPERATOR´S CONSOLE, DIALOG 3214

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The information in this document is subject to alteration without prior notice. ERICSSON MAKES NO WARRANTY OF ANY KIND WITH REGARD TO

THIS MATERIAL, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Ericsson shall not be liable for errors contained herein nor for incidental or consequential damages in connection with the furnishing, performance or use of this material.

Ericsson Austria AG Business Group BusinessPhone Pottendorfer Strasse 25-27 A-1121 Vienna, Austria Telephone: +43-1-81 100-0 Telefax: +43-1-81 100-699

214C_R2A 98-04-08 19.32 Sidan 2 (1,1)

Welcome to the User´s Guide for the Operator´s Console in the BusinessPhone 250 / BusinessPhone 50 system from Ericsson.

It is a state-of-the-art business communications system. Its alliance of features and facilities effectively improves communications for virtually any kind of organization.

The Operator’s Console is specially designed to fulfil the needs of operators. Making it easy to use, there are several features that can be accessed with a code or, if programmed, with a single key.

This guide will demonstrate how the Operator’s Console helps operators handle the functions of the BusinessPhone 250 / BusinessPhone 50 system.

First you will find a top view layout of the Operator’s Console, followed by a section describing the basic operator functions (how to answer, how to place calls ...) and traffic situations.

The mid section of the guide describes various Operator functions of the BusinessPhone 250 / BusinessPhone 50 system and how to program for easy access of these functions.

Last, but not least, you will find a reference section with personal settings, a vocabulary, a description of audible and visible signals, display information and, in addition, an index to the User´s Guide.

The dual-functions keys allow two functions to be combined on the same keys, the primary shown above and the secondary shown below the line. To access the secondary function, you just press the key 2nd and then the function key.

Example:

To dial an abbreviated number:

Press the key 2nd

then press the combined key Michael P.

Dialog 3214

BusinessPhone 250 / BusinessPhone 50

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

TABLE OF CONTENTS

Description ..............................................................................5

Attendance................................................................................8

Incoming calls ........................................................................10

Outgoing calls ........................................................................11

During calls............................................................................17

Call ordering ..........................................................................23

Diversion................................................................................25

Information............................................................................27

Internal messages....................................................................31

Mailbox system ......................................................................36

Abbreviated numbers..............................................................39

Call Metering..........................................................................43

Group facilities ......................................................................53

Other useful facilities..............................................................56

Security ..................................................................................60

Least Cost Routing ................................................................63

ISDN facilities........................................................................64

Optional equipment ..............................................................69

Programming..........................................................................72

Display info............................................................................77

Visible signals..........................................................................80

Audible adjustments ..............................................................81

Tones and signals....................................................................86

Write text................................................................................87

Glossary..................................................................................88

Installation ..............................................................................91

Useful hints ..........................................................................94

Index ......................................................................................95

Quick reference guide ............................................................99

Table of Contents

page

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

ABC DEF

JKL MNOGHI

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2nd

Message

Info

Monitor

Loop 3

Off duty

Loop 2

Loop 1

Notify

Clear

Speech

ABC DEF

JKL MNOGHI

TUV WXYZPQRS

2nd

Message

Info

Monitor

Loop 3

Off duty

Loop 2

Loop 1

Notify

Clear

Speech

DESCRIPTION

3 4 5 6 7

10 11

19 19 19 19

(continued)

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

DESCRIPTION

DESCRIPTION (continued)

1 Display

5x40 characters. See section ”Display info”.

2 Menu function keys

The functions depend on the traffic state and will be shown on the last line of the display. When you are requested to ”(see display)”, press the required key to access the function.

3 2nd

Key for access to secondary key functions (These functions are stated on the second line of the corresponding key).

4 Message

To send and receive messages. See section ”Internal messages”.

5 Info

Enter information. See section ”Information”.

6 Dual-function programmable keys (A-C)

Storing numbers and program functions. See section ”Programming”.

7 Dual-function programmable key (B) / Headset key

a. Storing numbers and program functions. b. The headset function is only available with option unit

(DBY 410 02) installed. The headset key is programmed by the system administrator. See section ”Other useful facilities Optional equipment”.

8 Clear left / Clear right

To disconnect the left or right call, see section ”Incoming calls”.

9 Speech left / Speech right

To have speech connection with the left or right displayed caller. Also used to intrude on a busy extension. See sections ”Incoming calls” and ”Outgoing calls”.

10 Off duty

Sets the console in off duty state. See section ”Attendance”.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

DESCRIPTION

11 Monitor

To monitor a call on hold. See sections ”Outgoing calls Supervise long distance calls” and ”During calls - Individual hold and monitor”.

12 Loop 1 / 2 / 3

To put calls on hold or camp on calls. See sections ”Outgoing calls” and ”During calls”.

13 Notify

To reserve an extension or external line when you receive busy extension or external line. See section ”Outgoing calls”.

14 Volume control

To adjust the volume. Also space/backspace in writing mode. See sections ”Audible adjustments” and ”Write text”.

15 Mute

To switch the microphone on or off. See section ”During calls”.

16 Loudspeaker on/off

To switch the loudspeaker on or off. See section ”During calls”.

17 Answer/Extend / Enter

a. To answer/extend calls. See sections ”Incoming calls”,

”Outgoing calls”, ”Call metering”, ”Group facilities” and ”Other facilities”.

b. Enter/select information. See sections ”Attendance” and

”Mailbox system”.

18 Microphone

19 Optional key panel

17 dual-function programmable keys per key panel. Four panels can be connected.

Note: If one or two key panels are used, the optional key panel DBY 409 01 may be used. However, if three or four key panels are used, all optional key panels must be of type DBY 409 02.

20 Loudspeaker

21 Handset with hearing aid function

Please note: The handset may retain small metal objects in the earcap region.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

ATTENDANCE

GENERAL These facilities are for re-routing your incoming external calls

to an alternative answering position.

OFF DUTY When you activate off duty, all incoming external calls to the

operator queue will be routed to an alternative answering position.

Activate

Off duty Press to activate

The lamp lights. Console is off duty. Temporary change of alternative answering position is possible:

temp Press (see display)

Type in the new alternative answering position

Note:This procedure can only be performed by the last active operator.

Deactivate

Off duty Press again to deactivate

Press to confirm

11 Nov 10:35 +15°^|| OFFDUTY ACTIVATED C= 0 I= 0 || ANSW.ADDR: 1210

|| ||

directory redial temp prog

The lamp extinguishes. Console attended.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

ATTENDANCE

NIGHT SWITCH This function switches the whole system to the night

switch mode. The night switch mode routes all incoming external calls to a defined night answering position e.g. an answering machine.

Night Press to activate (pre-programmed)

The lamp lights. Night switch active.

Night Press again to deactivate (pre-programmed)

The light extinguishes. Night switch passive.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

INCOMING CALLS

GENERAL A ringing signal indicates an incoming call. Either a new call

(external or internal) or a recall (recall from hold, from no answer, from camp on or a serial call). The left side of the display shows the type of call.

ANSWER CALLS Either a new call (external or internal) or a recall (recall from

hold, from no answer, from camp on or a serial call). The left side of the display shows the type of call.

Press or lift the handset to have speech connection with the caller

If you don´t lift the handset the call is in handsfree mode, via the loudspeaker and microphone, or connected directly to your headset (if installed).

11 Nov 10:35 +15°^|| C= 0 I= 0 || > 701 SPEECH<|| >123456 NEW<|| directory redial serial

Clear Press to end the call

How to transfer an incoming call, see section ”During calls Transfer”.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

OUTGOING CALLS

GENERAL Sometimes you make a call but the person is not available.

These functions will help you in your attempts to establish contact with the called party.

INTERNAL CALLS How to make internal calls.

Dial an extension number or internal group number

The status of the extension is displayed.

Thomas P Press a pre-programmed key

The status of the extension is displayed.

General handling:

Speech Press to call an extension

Clear Press to end a call

EXTERNAL CALLS How to make external calls.

Press the digit(s) for external calls

External dial tone.

Note:Which digit to press for external calls, depends on the configuration of the system.

Line out Press a pre-programmed line key

External dial tone.

Dial the external number

Note: You can make your calls faster, using common abbreviated numbers and by programming your own abbreviated numbers.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

OUTGOING CALLS

LAST EXTERNAL

NUMBER REDIAL When you initiate an external call the system automatically

stores all the dialled digits, irrespective of whether the call was successful or not.

Press to redial the last dialled external number

The display will show the dialled number.

SAVE EXTERNAL

NUMBER When you make an external call, you can save the number in

order to redial it easily. Previously saved number is erased. The number may consist of up to 24 digits.

Save number

save Press before you finish the call (see display)

Redial number

redial Press to redial the saved number (see display)

BUSY EXTENSION An incoming call would like to be transferred to a specific

extension, but the called extension is busy. You have several options:

Note:You can intrude on a busy extension, see section ”Outgoing calls - Intrusion and forced release”.

Option 1 To transfer the call to the busy extension:

info Press and hold (see display)

The conversation partner of the busy extension, is shown in the display.

Press to place the call

The call will be placed automatically when the extension becomes free. The extension will hear a call waiting signal.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

Option 2 To camp on the call:

Notify Press

Loop 1 Press any free loop key

The key lamp shows steady light. The call is now in camped on state, with notification of free extension. You can answer new incoming calls.

Note: Calls cannot be camped on to internal group numbers.

A ringing signal and the loop key lamp flashing indicates that the extension is free. Answer within eight seconds by pressing the loop key, otherwise the call will be placed automatically .

Loop 1 Press

The loop key light extinguishes.

Speech Press to call the extension

OUTGOING CALLS

Loop 1 Press

Clear Press

(continued)

Press to place the call

If the caller wants another extension:

Call the new extension and place the call in the normal way.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

OUTGOING CALLS

BUSY EXTENSION (continued)

Option 3 The caller prefers to call again later:

Clear Press to disconnect

INTRUSION AND

FORCED RELEASE If a called extension is busy , y ou can br eak into ongoing calls and

give new calls priority. If you want to intrude on the busy extension:

info Press and hold (see display)

The conversation partner of the busy extension, is shown in the display.

Speech Press

Speech Press to intrude

A warning tone is heard. Inform the extension of the new call. Select option 1 or 2.

Option 1 The extension accepts the call:

Speech Press again

The person talking to the extension is disconnected.

Speech Press

Speech connection with the caller. Inform the caller.

Press to place the call

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

OUTGOING CALLS

Option 2 The extension asks the caller to wait:

Speech Press

Speech Press again

Speech connection with the caller. Inform the caller.

Press to place the call

The call will be placed automatically when it becomes free.

Note: If the intrusion isn´t allowed, ask the caller to call back.

BUSY EXTERNAL

LINE If no external line is available for your call:

Notify Press

Loop 1 Press any free loop key

Loop 1 Press again

(continued)

The key lamp shows steady light. You can answer new incoming calls.

A ringing signal and the loop key lamp flashing indicates that an external line is available.

The loop key light extinguishes. External dialtone. Continue making the external call.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

OUTGOING CALLS

BUSY EXTERNAL LINE (continued)

Intrusion on a busy

external line You can break into a busy external line.

info Press and hold (see display)

The conversation partner of the busy external line, is shown in the display.

Speech Press to intrude

A warning tone is heard. Inform the external line of the new call.

Speech Press again

The person talking on the external line is disconnected.

SUPERVISE LONG

DISTANCE CALLS You have dialled an external number and want to handle

new calls while you wait for it to be answered.

Monitor Press

The key lamp shows steady light. The call is supervised. You can answer new incoming calls.

When the long distance call is answered:

Monitor Press again

The monitor key lamp extinguishes. You have speech connection.

Note: If you have an ongoing call, it must first be transferred, camped on or finished, before you can press ”Monitor”.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

DURING CALLS

GENERAL The BusinessPhone 250 / BusinessPhone 50 system allows

you to handle calls in many different ways. You can switch between handset and handsfree/group conversation, mute the microphones, make an inquiry, transfer the call, create a conference or put several calls on hold to perform other tasks.

TRANSFER You want to transfer an incoming call to an extension.

Dial the extension number or an internal group number

The status of the extension is displayed.

Thomas P Press a pre-programmed key

The status of the extension is displayed.

Continue by selecting an option below

Note: If the extension is busy, see section ”Outgoing calls - Busy extension”.

Option 1 Transfer right away:

Note: Make sure, that you are connected to the desired party. Please read the notes and warnings in section ”Useful hints”.

Press

Replace the handset to place the call

The call is transferred. External calls might only be transferred with the transfer-key, if this state of connection is allowed by the system-programming.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

DURING CALLS

TRANSFER (continued)

Option 2 Announce the call first:

Speech Press to call the extension

Announce the call when the extension is answered.

Press

Replace the handset to place the call

Transfer to a busy

extension You can even transfer calls to busy extensions. The other party

will hear a muted signal (camp-on), and the call will be extended, as soon as the ongoing call is terminated (if camp-on is allowed).

Call-back You are called back, if you have transferred an external call

and the other extension has not answered the call within a certain time. Your telephone will ring again.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

DURING CALLS

OPERATOR HOLD Several incoming calls can be put on hold using this function.

You have speech connection with the caller.

Hold Press (pre-programmed)

The call is put on hold. The key lamp shows a steady light. You can answer new incoming calls and also put calls on hold by pressing the key again during an ongoing call.

When you want to retake one of the calls on hold, you must be free from ongoing calls:

Hold Press (pre-programmed)

The oldest call on hold is shown in the display.

Speech Press to retake

The call is retaken. The ”Hold”-key lamp remains lit if more calls are still on hold.

Hold Press (pre-programmed)

The call is put on hold again. The next call on hold is shown. Repeat until the required call is shown.

When all calls are retaken the key lamp extinguishes.

INDIVIDUAL HOLD Incoming calls can be put on hold for retake.

You have speech connection with the caller.

Loop 1 Press any free loop key

The key lamp shows steady light. The call is put on hold. You can answer new incoming calls or put new calls on hold.

Loop 1 Press again

The loop key light extinguishes.

Speech Press

The call is retaken.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

DURING CALLS

INDIVIDUAL HOLD

AND MONITOR Incoming calls can be put on hold for monitoring.

You are able to listen to the call on hold.

Monitor Press

The key lamp shows steady light. The call is put on hold. You can answer new incoming calls.

Monitor Press again

The monitor key light extinguishes. The call is retaken.

SERIAL CALLS The external caller wants to speak to several extensions in

a certain order:

serial Press (see display)

Call the first extension

Speech Press

Inform the extension that he/she will be connected with a serial call which cannot be transferred and the call is rerouted back to the operator if you go on-hook.

Press to place the call

Recall after the first conversation: Place the call with the next extension in the normal way.

Repeat until one requested extension remains. Before the last call in the serial call:

serial Press (see display)

Call the last extension and press to place the call

After the last conversation, the serial call is terminated.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

DURING CALLS

GROUP LISTENING You have an ongoing conversation via the handset.

Press to switch the loudspeaker on or off

When the lamp lights, the loudspeaker monitors the call.

Note:You can adjust the volume, see section ”Audible adjustments”.

FROM HANDSET

TO HANDSFREE You have an ongoing conversation via the handset.

Press to switch the loudspeaker on

You are now in the group listening mode.

Replace the handset

Handsfree conversation.

Note:You can adjust the volume, see section ”Audible adjustments”.

Clear Press to end the call

FROM HANDSFREE

TO HANDSET You have an ongoing handsfree conversation.

Lift the handset

Conversation via the handset.

MUTE You have an ongoing conversation.

Press to switch the microphone on or off

When the lamp lights, the caller will not be able to hear the conversation in your room.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

DURING CALLS

CONFERENCE You have an ongoing conversation and you want to

establish a telephone conference.

Dial the extension number of the third party

Note: Is the ongoing conversation partner shown on the right display, then you have to press left Speech before you can call the third party.

Speech Press to call the third party

When the third party answers:

conf Press to establish a three party conference

(see display)

Conference tone will be sent.

Option 1 Finish the conference:

Depending on which partner you want to disconnect from the conference, you can press the left or right clear button.

Clear Press to finish conference

Option 2 If you want to connect your conference partners:

extend Press to connect (see display)

Note: Make sure, that you are connected to the desired party. Please read the notes and warnings in section ”Useful hints”.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

CALL ORDERING

GENERAL These functions allows you to order internal calls, external

calls or an external line for other extensions. The ordering extension may or may not remain on line.

DIAL TONE

ORDERING An extension calls and orders an external line with dial tone.

The caller remains on the line.

Ask the caller to wait

Press the digit(s) for external calls

External dial tone.

Line out Press a pre-programmed line key

External dial tone.

Press

The ordering extension receives the external line with dial tone.

CALL ORDERING

ON LINE An extension calls and orders a call to an external or

internal party. The caller remains on the line.

Ask the caller to wait

Call the requested party

The normal way of making an internal or external call. See sections ”Outgoing calls - Internal or external calls”.

Inform the called party

Press to place the call

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

CALL ORDERING

OFF LINE An extension calls and orders a call to an external or internal

party. The caller does not remain on the line after ordering.

Call the requested party

The normal way of making an internal or external call. See sections ”Outgoing calls - Internal or external calls”. You can reserve a line for the call, see below.

Ask the called party to wait

Speech Press

Speech Call the extension that ordered the call and press

Announce the call when the extension is answered.

Press to place the call

Reserve a line You can key the caller’s extension number first and then the

requested number in order to reserve one of the caller’s lines.

Speech Call the extension that ordered the call and press

The extension will be transferred to the left display and one of the caller’s line will be blocked.

Call the requested party

The normal way of making an internal or external call. See sections ”Outgoing calls - Internal or external calls”.

Ask the called party to wait

Speech Press

The ordering extension is called. Announce the call when the extension is answered.

Press to place the call

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

DIVERSION

DIVERSION GENERAL You may be the answering position for calls that are diverted

from the extensions in the office.

RECEIVE INFORMATION FOR

DIVERTED CALLS You have answered a call that is diverted to you.

Information is registered on the extension.

div-info Press (see display)

The information is shown. Inform the calling party.

11 Nov 10:35 +15°^|| 1 TIME OF RETURN C= 0 I= 0 || BACK 17:30 > 207 SPEECH<|| >CHAMBERS DIV<|| directory bypass div-info

If there is voice information, you will hear it.

Speech Press

Inform the caller. You can place or disconnect the call.

BYPASS DIVERSION This is useful if you have to place an urgent call with or

contact an extension that is diverted. You have called an extension with diversion:

bypass Press (see display)

Speech Press

You bypass the diversion and call the extension.

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

DIVERSION

CHANGE DIVERSION ADDRESS FOR ANOTHER

EXTENSION As an operator you have the possibility to change the

diversion address for another extension, for example when someone is ill and wants his calls to be answered by another person.

Dial

Dial the extension number and press

Dial the new diversion number and press

Special dial tone.

Clear Press to finish the procedure

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

INFORMATION

GENERAL You can insert text or voice information for any extension in

the system. This is useful for keeping the stored information up-to-date for colleagues who are out of their offices.

Information can be of three kinds:

1. Pre-defined text information.

2. Voice information.

3. Individual free text information (only to display phones).

ENTER

INFORMATION In order to enter information, you first have to select the

extension.

Info Press

11 Nov 10:35 +15°^|| C= 0 I= 0 ||

ABSENCE INFORMATION FOR: 200

leave chnge-no

chnge-no Press (see display)

The info lamp lights.

Dial the extension number

activate Press (see display)

leave Press to activate (see display)

Now you can register information on the extension.

11 Nov 10:35 +15°^|| C= 0 I= 0 ||

ABSENCE INFORMATION FOR: 207

pre-text voice free-text

Select ÓPre-defined textÓ, ÓVoiceÓ or ÓFree text informationÓ(continued)

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

INFORMATION

ENTER INFORMATION (continued)

Pre-defined texts

(option 1) You have selected the address. From the table below:

pre-text Press (see display)

11 Nov 10:35 +15°^|| C= 0 I= 0 ||

1 TIME OF RETURN BACK HHMM

activate next-info return

next-info Select appropriate info using next-info (see display)

Enter ”Completing info”

Code Completing info

Time of return 1 hour (00-23) minute (00-59) Date of return 2 month (01-12) day (01-31) Lunch 3 back at, hour minute Meeting 4 back at, hour minute Vacation 5 back, month day Illness 6 back, month day

Press to delete the latest entered digit

activate Press (see display)

The programmed absence info will be shown in the display. Internal callers receive the information on the display

(or as spoken information to callers without display phone).

Info Press to finish the procedure

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

Voice information

(option 2) You have selected the address.

voice Press (see display)

After a short tone the voice recorder starts.

11 Nov 10:35 +15°^|| C= 0 I= 0 ||

RECORDING 020

record play-back pause activate

record Press and speak (see display)

play-back Press to play-back and listen to your recording

(see display)

pause Press to pause the recording (see display)

activate Press to activate the recording (see display)

Internal callers will hear the information via the handset or the loudspeaker.

INFORMATION

Info Press to finish the procedure

Free text

(option 3) You have selected the address.

Note: Free text is only possible to display phones.

free-text Press (see display)

Enter the text and press to store the information

Note: How to write text is described in section ”Write text”.

Information stored. The complete information is shown constantly on the extension. Internal callers receive the information in the display.

Info Press to finish the procedure

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

INFORMATION

ERASE INFORMATION, CHANGE INFORMATION

Info Press

11 Nov 10:35 +15°^|| C= 0 I= 0 ||

ABSENCE INFORMATION FOR: 207

erase leave off chnge-no.

erase Press to erase the information (see display)

leave Press to leave another information (see display)

on/off Press to activate/deactivate information (see display)

chnge-no Press to leave a second message (see display)

This function may not be allowed, ask system administrator.

Info Press to finish the procedure

BusinessPhone 250 - Operator´s Console

BusinessPhone 50 - Operator´s Console

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