Mitel IP CONSOLE 5550 User Manual 2

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USER GUIDE

Notice to Canadian Customers

Notice to Customers in EU Countries

This Class B digital apparatus complies with Canadian standard ICES-003.

Notice to U.S. Customers

This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures:

• Reorient or relocate the receiving antenna.

• Increase the separation between the equipment and receiver.

• Connect the equipment into an outlet on a circuit different

from that to which the receiver is connected.

• Consult the dealer or an experienced radio/TV technician for

help.

Note: Changes or modifications not expressly approved by Mitel Networks Corporation may void the user’s right to operate the equipment.

We, Mitel Networks Ltd. Of, Mitel Business Park Portskewett Caldicott NP26 5YR UK

Declare that for the hereinafter mentioned product the

presumption of conformity with the applicable essential

requirements

DIRECTIVE 1999/5/EC OF THE EUROPEAN PARLIAMENT

(RTTE DIRECTIVE) AND OF THE COUNCIL

is given.

Mitel Networks / 5550 IP Console

Any unauthorized modification of the product voids this

Declaration.

For a copy of the original signed Declaration of Conformity (in full

conformance with EN45014), please contact the Regulatory

Approvals Manager at the above address.

Complies with EN55022, EN55024, EN60950.

Note: This is a Class B product.

Notices

Symbols

These notices appear on the product and in the technical documentation:

WARNING

Warning indicates a potentially hazardous situation which, if not avoided, could result in death or serious injury.

CAUTION Caution indicates a potentially hazardous situation

which, if not avoided, may result in minor or moderate injury and/or damage to the equipment or property.

These symbo ls app ear on the prod uct :

The exclamation point within an equilateral triangle indicates that important operating and maintenance (servicing) instructions are included in the literature accompanying the product.

® Trademark of Mitel Networks Corporation

Contents

Getting Started................................................................................ 3

Introduction ........................................................................................................4

Console Components ...........................................................................................4

Console Screen....................................................................................................5

Console Keypad...................................................................................................6

Softkeys (F1 – F12) ..............................................................................................7

Handset and Cradle.............................................................................................7

Starting and Closing the Mitel Networks 5550 IP Console.....................................8

Adjusting the Console..........................................................................................9

Call Handling Basics..................................................................... 13

Answering Calls................................................................................................. 14

Dialing Telephone Numbers............................................................................... 16

Extending (Transferring) Calls............................................................................18

Holding and Retrieving Calls.............................................................................. 20

Conference Calls................................................................................................21

Answering Recalls.............................................................................................. 22

Recovering the Last Released Call...................................................................... 22

Advanced Features....................................................................... 25

Account Codes...................................................................................................27

Bulletin Board................................................................................................... 27

Call Answering Priority.......................................................................................28

Call Park ........................................................................................................... 29

Call Waiting Threshold.......................................................................................30

Cancel Call Forwarding...................................................................................... 30

Contents ♦ i

Clear All Features.............................................................................................. 30

Data Calls......................................................................................................... 31

Day and Night Service ....................................................................................... 32

Do Not Disturb (Extensions) .............................................................................. 33

Emergency Calls................................................................................................ 34

Feature Access Codes........................................................................................ 35

Firmkey Programming....................................................................................... 35

Message Waiting................................................................................................ 36

Operator Absent/Present Status........................................................................ 37

Override............................................................................................................ 37

Paging............................................................................................................... 38

Phone Book....................................................................................................... 39

Scratch Pad....................................................................................................... 40

Serial Call ......................................................................................................... 40

Trunk Group Status Display.............................................................................. 41

System Speed Call............................................................................................. 42

Tone Signaling................................................................................................... 42

Hotel/Motel Fe a tur e s......................................................................45

Displaying and Changing Room Information...................................................... 46

Searching for Rooms.......................................................................................... 47

Changing Room Occupancy and Condition Status ............................................. 48

Checking-In/Checking-Out ............................................................................... 48

Setting and Clearing Wake-up Calls................................................................... 48

Setting Call Restrictions.................................................................................... 49

Blocking Room-to-Room Calls............................................................................ 50

Monitoring Guest Rooms................................................................................... 50

Clearing the Message Register............................................................................ 51

Printing Reports................................................................................................ 51

ii ♦ Contents

Reference....................................................................................... 55

Alarms...............................................................................................................56

Alarm types .......................................................................................................56

Greetings...........................................................................................................56

Rerouted Calls...................................................................................................57

Class of Restriction............................................................................................58

Class of Service..................................................................................................58

Feature Access Codes ........................................................................................59

Glossary............................................................................................................ 60

Hunt Groups .....................................................................................................62

Paging Zones .....................................................................................................62

System Speed Call List.......................................................................................63

System Messages............................................................................................... 64

Telephone Directory...........................................................................................70

Trunk Numbers................................................................................................. 70

Index............................................................................................... 71

Contents ♦ iii

Getting Started

Contents

Introduction......................................................................................................................4

Console Components.........................................................................................................4

Starting and Closing the Mitel Networks 5550 IP Console ..................................................8

Adjusting the Console .......................................................................................................9

Getting Started ♦ 3

Introduction

The Mitel Networks 5550 IP Console is an attendant console and administration application for the Mitel Networks Communications Platform (ICP). It features a specialized keypad and an intuitive user interface for smooth, efficient call handling.

A note about featur e availability

The features available on your telephone system (i.e. Mitel Networks 3300 Integrated Communications Platform) are automatically turned on.

Before you begin using the console

Take a few minutes to explore this guide — it contains all the information you need to operate the Mitel Networks 5550 IP Console.

The first section introduces you to the console. You will learn about the console keypad and what the Function keys on the computer keyboard do. You will also learn about the console screen and how to interpret the information it displays.

If any problems occur while you are using the console, contact your communications department for assistance.

 3300 Integrated

Console Components

Your 5550 IP Console consists of a personal computer (PC) with monitor, a standard computer keyboard, a keypad, a mouse and a handset with cradle.

Conventions used in this guide

Throughout this guide, the fixed-function keys and firmkeys (both key types are explained later in this section) are in bold type—for exampl e, Answer or Release.

Softkey commands that appear on your screen and correspond to the Function keys (F1, F2, F3, etc.) at the top of your keyboard are shown in brackets— for example, [Source] or [Destination]. See page 7 for more information about softkeys.

4 ♦ Getting Started

The monitor displays call-handling prompts and call status information. Use the keypad for all call-handling funct ion s, including dialing. The handset (or optional headset) is for talking with callers.

You use the computer keyboard to find entries in the Phone Book or to type in the Scratch Pad or Bulletin Board. The Function keys (F1, F2, F3, etc.) at the top of the keyboard execute the softkey commands that appear on the screen.

Console Screen

The 5550 IP Console screen is divided into five areas:

Console Status Area

Application Area

• The Console Status area shows you at a glance what

state the console an d the system ar e in —for example whether the con sole ringer is on or off and whet her the system is in Day or Ni ght Service.

• The Application area is divided into four

sections: The top left section displays information about calls on hold; the top right, a Phone Book for finding users on the system and other tools such as an electro n ic scratch pad for tak ing notes. The bottom two areas display information on the Source (calling party) and Destination (called party ) of all calls handled by th e console. The Source area also shows the line on which you answered the call. The Destination area also shows call forwarding information.

The information displayed includes the name of the party, extension or trunk number or trunk label, type of extension, status of call (e.g., ringing), privileges assigned to the trunk or extension, and the type of call (e.g., Conference, Recall, Serial).

Call Waiting Area

Softkey Area

Response Area

• The Call Waiting area displays an icon ( ) as a

visual indication of incoming calls. The icon appears above the softkey that is used to answer the call. You can tell how many calls are waiting

by the color of the icon: yellow ( blue (

more calls.

• The Softkey areas at the bottom of the screen and

above th e Dest i nati on area (i.e. in th e Phone Book) displa y th e S of tke y co m mand s. The co mman ds corres pond t o the Fu nct ion ke ys on th e comp uter keyboard. S ee th e ne xt se ction f or more in forma tion on the Softkeys.

• The Response area at the bottom of the screen

displays the date and time, the number of calls waiting to be answered, and messages received from the system.

) for two calls and red ( ) for three or

) for one call;

Getting Started ♦ 5

Console Keypad

The console keypad is used for dialing, call processin g and accessing 3300 ICP features. You can adjust the slope of the keypad and detach (or attach) it from the handset cradle.

The keys on the keypad are arranged in thre e groups:

Firmkeys

Volume and

Mute Keys

Callprocessing Keys

Volume and Mute Keys – used to increase (+) or decrease (-) the ringer volume and the volume of the earpiece in the handset or headset. The Mute key turns the microphone in the headset or handset on or off.

Call-processing Keys – fixed-function keys that are used to answer and manage calls. They include Retrieve, Hold, Answer Cancel, Recover and Release.

Firmkeys -- contains programmable keys that provide access to the followin g console features and syste m ser vi c es:

SCRATCH PAD

Displays an electr onic notepad w here you can type messages from callers, remin ders, questions, or anything else you wou ld write on notep aper. You can also use the Scratch Pad to store telephon e numbers for speed dialing.

BULLETIN BOARD

Displays an area where you can type messages that can be viewed from all other 5550 IP Consoles on the system.

GUEST SERVICE

Displays room status information and softkeys for managing guest services in a Hotel/Motel installation.

PAGER

Accesses paging equipment for making announcements.

EMERGENCY CALLS

Raises an alarm at the console when an extension user places an emergency call, and identifies the extension that placed the call.

HELP

Opens Help, which provides information to help you accompli sh you r ta sk s.

OPERATOR MODE

PHONE BOOK

Re-displays the main console screen.

Allows you to find and call an extension by typing the user’s name, extension number or other information.

APPL

Starts another application that extends the capabilities of the 5550 IP Console. Your communications department selects t he applicat ion.

TRUNK STATUS

MESSAGE

Displays information about trunk (outside line) usage.

Displays softkeys for setting or clearing the Message Waiting indicator on the dialed extension.

TONES

Sends subsequently dialed digits as tones (used when dialing into voicemail systems.)

VOICE MAIL

Transfers a r ecall to an extension user’s voicemail bo x.

Note: Some of the features shown are optio n al and ma y not appear on your console keypad. For keypad programming information, see Firmkey Programming on page 35.

6 ♦ Getting Started

Softkeys (F1 – F12)

The softkeys are the F1 to F12 keys on your computer keyboard. You use them to enter commands shown in the softkey area on the screen. The commands are not fixed to a specific softkey; instead, they change depending on the state of the call you are handling or the feature you are using. For example, when you call a busy extension, the F4 key might be used to request a Callback. At another time, the same key, F4, could be used to set up a conference call.

Handset and Cradle

The 5550 IP Console is equipped with a handset and cradle. You can adjust the slope of the cradle and detach (or attach) it from the console keypad.

Mitel Net works-approved h e ad set s ar e als o a vailabl e f or u s e w it h t h e consol e.

See page 9 for more information about using the handset or a headset.

Getting Started ♦ 7

Starting and Closing the Mitel Networks 5550 IP Console

The 5550 IP Console starts with the operator status set to “Operator Absent.” To begin receiving calls, you must change the status to “Operator Present.” For more information, see page 37.

To start the 5550 IP Console

• Start Windows.

• Type your user name and password.

• Click on your Windows desktop.

To close the 5550 IP Console

• On the File menu, click Exit.

Accessing tools for system programmi ng and maintenance

The 5550 IP Console provides access to tools used to program and maintain the 3300 ICP. Access requires authorization (i.e., a user name and password) and is usually restricted to trained technicians.

To access tools for system programming and maintenance

• On the File menu, click Connect to ESM or Connect to OPS

Manager.

Note: OPS Manager is supported by Windows 98 and Window s 2000 operating systems only.

Questions about Starting and Closing the 5550 IP Console

What happens to incoming calls when I clos e the 5550 IP Console application?

If yours is the only console on the system, the system automatically switches to Night Service 1. Calls then ring night bells or another designated answering point. If there are other consoles, yours will switch to Operator Absent status when you close the application. Other answering points will receive the calls that would otherwise go to your console. For more informati on , see Day and Night Service on page 32 and Operator Status on page 37.

What happens to calls if my computer stops working?

Usually, a nearby extension will serve as a backup answering position in the event of a power failure or other problem that causes your computer to stop working. Calls that normally ring the console would then ring the backup extension.

Can I use other applications while the 5550 IP Console is running?

Yes, but keep in mind that having multiple applications open at the same time as the 5550 IP Console can adversely affect its performance. If possible, try to limit your use of other applications to periods when call traffic is low.

My screen goes blank som eti me s—wh y?

A power- sa vi n g f e at ur e bu il t i n to t h e c o mpu t er aut o matically reduces the screen intensit y w h en t here ha s b e en no ke yboard or mouse activity for approxima tely tw o minut es. After approxim ate ly fi ve minu tes, the scr e en goe s blan k. Whe n you press the spac eb ar o n t h e keyboar d , t h e c o n s ol e screen wi l l reappear.

8 ♦ Getting Started

Adjusting the Console

The console is designed with your comfort in mind. You can make adjustments to the ringer, the language of text on the screen, the angle of the keypad, whether you want to handle calls using a handset or headset and more.

Console Ringer

To turn the console ringer on or off

• Select Ringer On or Ringer Off from the list in the

Console Status area.

To detach the clamp from the keypad

• Grasp the keypad as shown.

• Place your thumbs along

the edge of the clamp, and then press down and away from the keypad.

When the ringer is off, the call waiting icon ( indication that you have calls waiting.

To adjust the ringer volume

• While the console is ringing, press the key on the console

keypad to set the volume to the level you want.

You can also use the Options command on the Tools menu to adjust the ringer volume.

) is the only

Console Keypad and Handset Cradle

You can adjust the slope of the keypad and detach (or attach) it from the handset cradle. The angle of the cradle also adjusts via the hinged attachment fitted to the back foot of cradle.

To attach the handset cradle to the console keypad

• Align the tabs on the

clamp with the slots on the bottom of the keypad.

• Press to seat the tabs in

the slots.

To detach the clamp from the cradle

• Using your finger or a tool

such as a screwdriver, push against either of the tabs as shown.

• While pushing on the tab,

use the other hand to twist the U-clamp upward.

WARNING: Bending your wrist while using the keypad for prolonged periods can cause physical injury. To minimize the risk of injury, adjust the slope of the keypad so that your wrist is straight.

Getting Started ♦ 9

Handset/Headset

The console keypad provides jacks for connecting a handset and a headset. One jack is labeled for headset use only, the other for either handset or headset use. Both jacks can be in use at the same time but when they are, the dual-use jack is used for listening only. (Typically, a supervisor uses the dual-use jack to monitor a new attendant during training.)

Connect Mitel Net works-appr oved headsets on ly to the keypad. F or a list of approved headsets, see the 5550 IP Console Installation Guide.

The dual-use jack provi des differ ent audio levels for h eadsets and handsets. Use th e handset— is connected t o the jack.

To set the dual-use jack for handset or headset operation

1. Plug the handset or headset into the dual-use jack ( back of the console keypad.

2. Select Handset or Headset from the Status area.

To adjust the handset (or headset ) volume during a call

• Press the key on the console keypad to set the volume to

the level you want.

You can also use the Options command on the Tools menu to adjust the volume. After selecting the command (either during a call or while the console is idle) click Audio, and then drag the slider to set the volume to the level you want.

list to indicate which one—headset or

) on the

list in the Console

Unplugging the Handset or Headset

Console Language

Text on the console screen can appear in English (the default), French, Spanish, Dutch, Italian, or German. You can choose the desired language during inst allati on.

To change the console language

1. Choose Options on the Tools menu.

2. Select Language.

3. Select the language you want.

4. Click Apply or OK.

The change takes effect when you restart the console.

Console Time

You can use either the 3300 ICP clock or the clock in your PC as the time source for the console. Using the 3300 ICP clock is recommend ed sin ce it ’s the time source for extensions in the system.

You should also use th e 3300 ICP clock if you set wake-up calls for guests. (Setting wak e-up call appli es to hotel/motel syst ems only.)

To set the console time

1. Choose Options on the Tools menu.

2. Select Time.

3. Select the option you want.

4. Click Apply or OK.

Unplugging the handset or headset from the console keypad automatically enables the other if it is plugged in. If neither is plugged in, the console changes to Operator Absent status. Or, if you are the last active attendant, the system goes into Night Service 1 mode.

Note that plugging the handset/headset back in does not change the Operator status back to Present.

10 ♦ Getting Started

Call Handling Basics

Contents

Answering Calls ..............................................................................................................14

Dialing Telephone Numbers.............................................................................................16

Extending (Transferring) Calls.........................................................................................18

Holding and Retrieving Calls............................................................................................20

Conference Calls .............................................................................................................21

Answering Recalls...........................................................................................................22

Recovering the Last Released Call....................................................................................22

Call Handling Basics ♦ 13

Answering Calls

When a new call arrives at the console the bell rings (if it is turned on) and a c all w ait ing i con (

with the call.

Call Waiting indicator

You can answer calls on a “first-come, fir st -s er v ed b a sis, ” using the Answer key or use the softkeys for “selective answer.” If yo u wish to answer the Recall first, then press the Answer key.

Note: You cannot answer a new call until the one you are engaged in is transferred, disconnected, or put on hold.

Answering calls on a first-come, first-served basis,

With both the Source and Destination areas clear,

• Press Answer

to greet the caller who was waiting the longest. Information about the call, such as the trunk name and number for an external call or the caller’s name and extension number for an internal call, is displayed in the Source area.

Note: The Answer key has a hierarchy; recalls are answered first, then any other call in order of arrival, regardless of whether it is an internal or external call. You can assign answering priorities to calls based on the telephone number that callers dial to reach the console. For more information, see page 28.

) appear s a b ove t h e softkey associat ed

Total Calls Waiting

About the Call Answering Softkeys

The call answering softkeys are assigned by your communications department to suit the types of calls your company receives.

The leftmost softkey is reserved for recalls (see Answering Recalls on page 22), but the other softkeys may be programmed in a variety of ways. For example, you might have Dial “0” and “External” to indicate whether a call is from outside the system or inside; or WATS or TIE to tell you the type of trunk the call arrived on; or you might see the department name assigned to the trunk.

You can use the softkeys to guide you when answering a call. For instance, when you see that a call is from outside the system, your company might want you to answer with a different greeting than you use for internal calls or recalls. Use the form provided on page 53 to record your company’s preferred greetings.

Selectively answering c alls

You can select the call you want to answer by pressing a softkey [Recall], [Di al 0 ], [External], [WATS], etc.) instead of t he Answer key. If you ha ve m ore tha n one c all wait ing at a part icu lar softkey, then they will be a nsw ere d on a “first-come, fir st-ser ved” basis.

Use the call waiting icons ( you decide which type of calls to answer first. The icon appears above the softkey associated with the various call types (external, recalls, etc.). The number below the icon shows you how many calls of a particular type are waiting. The color of the icon also indicates the number of calls waiting: yellow for one call, blue for two calls, and red for three or more calls.

) in the Call Waiting area to help

14 ♦ Call Handling Basics

In the example above, note that one internal [Dial 0] cal l is waiting and two external calls are waiting. If you:

Questions about Answering Calls

Why do I sometimes hear a short burst of ringing while I’m handling calls?

Either a new call has arrived or a call on hold has recalled. As you are already handling a call, the console only rings once. You may turn down your volume control if you wish. You can also turn off the bell completely by using the list in the Console Status area. (WARNING: This also turns off all other bell indications, including the Critical Alarm bell.)

• press Answer, you will be connected to whichever of the three

calls arrived at the console first;

• press [Dial 0], you will answer the internal call; or

• press [External], you will answer the outside call which

arrived at the console first.

Your communications department can give you instructions on which types of calls it prefers you to answer first.

What does the caller hear while I’m dialing the extension number?

Once you start to dial, the caller is on Consultation Hold until you have completed dialing, establ ish ed communi cat ion with the called party, and released the caller to the called party. If music on hold is provided on your system, the caller will hear music; otherwise silence.

Can I answer another call while still connected to the first?

No. Before you can answer a new call, you must transfer the current call to another destination (see page 18), put it on hold (see page 20), or disconnect it from the console by pressing Release.

Why do extension numbers appearing in the Source and Destination area sometimes have a ‘p’ n front of them?

When it appears next to an extension, it means that the extension is designated as private. Attendants see the number of the extension on their screens; other extension users see only the user’s name (if available) on their display.

In the Phone Book, the icon indicates a private extension.

Call Handling Basics ♦ 15

Dialing Telephone Numbers

You can dial an internal extension number or the number of a telephone outside the system. Either the Source or Destination areas must be clear.

To call an extension

1. Dial the extension number from the console keypad. Information about the ext en sion app ear s in the Destination

area. If information about an answered call is currently in the Destination area, that information moves to the Source area as soon as you start dialing.

2. Press Release to release the call. If the extension is busy, the transferred

call will automatically camp on to the line to wait until it becomes free. You can also handle the call in one of the following ways:

To call an outside number

1. Dial the External Line Access Code ( ______ )

2. Dial the telephone number. Information about the outside call appears in the

Destination area.

Leaving a Callback

You can request a Callback after reaching a busy line (extension or trunk). The system monitors the line and rings the console when the line becomes free. Note that Callbacks on outside lines are used when all system trunks are busy, not when the called party is busy.

To leave a Callback after reaching a busy line

• Press [Callback].

If the extension is busy

• Press [Source]

and ask what the Source party would like to do. This leaves the Destination information displayed so that you can easily take a message and s et Mes sa ge Wait i n g on th e dest in at io n extension, if required. (See Message Waiting on page 36.)

• Press Cancel

to cancel the call. The caller remains in the Source area, but the information in the Destination area is lost, which makes setting Message Waiting more difficult.

• Press [Override]

to intrude into the Destination party’s call if permitted by your and the extension’s Class of Service (see Override on page 37).

16 ♦ Call Handling Basics

Placing an outside call for an extension

Extensi on users can usua ll y p l a ce t h ei r own cal ls . However, they could ask you to place a call for them. Bef ore dialin g, you ma y want to note the extension’s COR nu mber (se e C l a s s o f Restriction on page 60). Check with your communications department for specific instructions on how to handle such requests.

To place an outside call for an extension

1. Answer the call fr om th e ext en si on.

2. Dial the External Line Access Code ( ______ )

3. Dial the telephone number.

4. Press Release to release the call fr om th e con sol e an d connect the ext en sion

to the outside line.

* Use this space to record the digits you dial to access

an outside line.

Options

Questions about Dialing Telephone Numbers

Other ways of dialing

You can use the following alternate ways of dialing a telephone number:

Last Number Redial – instead of redialing the number of the last outside call you placed, let the system do it for you by dialing the

Last Number Redial code ( ______ ). System Speed Call – allows you to dial a telephone number by

entering a short access code. See System Speed Call on page 42. Dial from Phone Book – useful when you don’t know the full

name of the person you are asked to find or you only know the person’s location or department. See Phone Book on page 39.

Dial from the Scratch Pad – allows you to dial a telephone number you typed on an electronic notepad. See Scratch Pad on page 40.

* Use this space to record the code you dial to use the Last Number

Redial feature.

Can I access a specific trunk?

Yes, you can select a specific trunk to dial out on.

• Dial the Individual Trunk Access Code ( ______ ).*

• Dial the trunk number. Trunk numbers can be 1 to 4

digits long.

• When you hear dial tone, continue dialing the

telephone number.

If you hear busy tone, the trunk is in use. You can,

• press [Override] to interrupt the call in an emergency

• press Release or Cancel to release the console from

the trunk.

What do I do if I make a mistake while dialing?

If you notice the mistake before you complete dialing, press Cancel, and then re-enter the number.

If you realize you transferred a call to the wrong extension, press Recover to cancel the transfer and reconnect the caller. You can only recover a call while it is still ringing at the extension to which it was originally transferred.

* Use this space to record the digits you dial to access a specific

trunk.

Call Handling Basics ♦ 17

Extending (Transferring) Calls

You can transfer a call to an extension or an outside number.

To transfer a call

1. Dial the destin ati on nu mb er . The caller is automatically placed on Consultation Hold while

you complete the transfer.

2. Press Release to connect the caller to the ringing phone. If the called part y fails to answer wit hin a time- o u t peri od,

the transferred call (if it is an outside line) returns to the console as a Recall.

Reaching a Busy Number or an Extension with Do Not Disturb Activated

If the dialed number is busy or the extension has Do Not Disturb activated, do one of the following:

• Press [Source]

to talk with the caller in Source without losing the Destination information. Tell the caller the requested number is busy and ask if the caller wants to try again later or leave a voice mail message for the busy party (see Options on the right). You can also take a messa ge and se nd th e bu sy par ty a mes sa ge waiting indication (see Message Waiting on page 36).

• Press [Override]

to intrude into the extension user’s call (if permitted by your and the extension’s Class of Service. See Override on page 37.)

• Press Release

to camp the caller on to the busy extension. (Camp-on is not allowed if the extension has Do Not Disturb activated.) The extension user hears two beeps to indicate a call is waiting. When the user hangs up, the extension rings and the waiting call is automati cally connect ed.

Notes: If there is no answer after a time-out period, the transferred call (if it is an outside line) returns to the console as a Recall.

Introducing the caller before completing the transfer

After your call is answered and you’ve had the chance to speak with the person privately,

1. Press Release to complete the transfer. Or

2. Press [Source] to speak privately to the party in Source; the party in

Destination is on Consultation Hold. To speak privately to the party in Destination again, press [Destination].

• Press Cancel and then dial a different number

if you think you can locate the requested party elsewhere. Or

• Press [Source], and then [Redial Dest]

to redial the same destination number Or

18 ♦ Call Handling Basics

Transferring a call to a voicemail box

The Voicemail key on the console keypad allows you to transfer calls directly to an extension user’s mailbox. You can use the key for transferring recalls only—that is, calls returned to the console because the extension went unanswered.

Note: This feature requires an access code, which must be entered into the console using the Options command on the Tools menu. For more information, see page 35.

Transferring a call to an outside number

You can request a meter pulse count for the call from the telephone company operator. Upon completion of the call, the console will ring. When you answer, the meter pulse count will display on the console screen . A sk your commu n ic at ion s department for further information about this feature.

Questions about Transferring Calls

What do I do if the destination to which I am transferring a call is not answering?

• Press [Source] to reconnect the Source call and retain

the Destination information. This gives you more options to handle the call because softkeys, such as [Redial Dest], remain on screen.

• Dial a different number if you think you can locate the

requested party elsewhere. Or

• Press Cancel to reconnect to the Source call but clear

the Destination information.

Do I need to press Release when answering several calls in a row?

No. If you use the Answer key to answer calls, pressing the key will transfer the current call to the dialed destination and connect you to the next call waiting. This only works if you have calls in both the Source and Destination areas.

What should I do if a caller wants to speak to one person, and then another?

If an outside party wants to speak with several people in a row, use the Serial Call feature (see page 40). When the outside party completes the first call, you receive a Recall and can then dial the next person’s number.

Can I transfer a call to another console?

Yes, by dialing t he extension number of the other co n s ole. You can transfer calls to other consoles but you cannot put another attendant on hold.

Call Handling Basics ♦ 19

Holding and Retrieving Calls

You can place up to six callers on hold while you check for information or page the person that the caller is requesting.

To place a call on hold

• Press Hold.

Information about the call appears in the Calls On Hold area.

To retrieve a call on hold

You can retrieve a call on hold only when the Source and/or Destination area on the screen is clear.

• Press Retrieve, and then dial the position number of the call

(1-6) you want to retrieve. Or

• Press Retrieve and then the star key (

retrieve the longest-held call.

Hold Recall

If a call is left on hold longer than the time-out period, it recalls the console. The console beeps (or rings if you are not engaged in

a call) and a Call Waiting icon (

) appears in the Calls On Hold

) on the keypad to

area next to the call that is recalling. Answer the recall using the procedure for retrieving a call on hold.

Options

To connect a call on hold to the Source or Destination party

1. Press Retrieve.

2. Dial the position number of the call (1-6) you want to retrieve.

3. Press [Source] or [Destination] if you want to speak privately to either party.

4. Press Release to connect the parties and release the console from the call.

To connect two calls on hold

Be sure the Source and Destination areas are both clear.

1. Press Retrieve, and then dial the position number of the first call on hold.

Information about the call appears in the Source area.

2. Press Retrieve and dial the position number of the second call on hold.

Information about th e second call appe ars in the D estinati on area .

3. Press Release to connect the parties and release the console from the call.

Questions about Hold and Retrieve

Can I place a conference on hold?

Yes. If you can’t find a person needed for the conference, you can place the conference on hold until you locate the person. For more information, see page 21.

What does in the Calls On Hold area signify?

It signifies that the call was the last one placed on Hold.

20 ♦ Call Handling Basics

Conference Calls

Up to eight parties (including yourself) may be connected to form a conference call.

To set up a conference call

Options

Placing a Conference on Hold

If you c an’t find someone n eeded for the con ference, you can place the conference on hold until you are able to locate th e person.

• With the two parties connected to the console—one in the

Source area and the other i n the Destination area—press [Conference].

To split a conference to speak privately to either caller

• Press either [Source] or [Destination].

To add more parties to a conference

1. Dial the number of the next party. The word “Conference” and a Conference number now appear

in the Source area, and the number of the dialed party appears in the Destination area.

2. Press [Conference]. The new party is added to the confer ence. The parties alr eady in

the conference hear a bri ef tone each time a party i s added.

If the line is busy or unanswered or the person is unavailable,

• Press Cancel.

to reconnect to the conference. You may continue dialing to add more parties to the conference.

To place a conference on hold

• Press Hold.

The conference is on hold. The parties in the conference can speak to each other—only you are removed from the call.

Check on the conference periodically, because the parties in the conference cannot get in tou ch wi th you .

To retrieve a held conference

You can retrieve a conference only when the Source and/or Destination area on your screen is clear.

1. Press Retrieve.

2. Dial the hold number of the held conference.

To release the console from the conference

• Press Release.

Once you release the conference, you cannot re-enter it.

Call Handling Basics ♦ 21

Answering Recalls

If an external call transferred from the console to an extension is not answered within a certain time, the call returns to the

console as a recall. The call waiting icon ( [Recall] softkey. Because Recalls are given priority, they will be answered first when you press Answer. You can also use the [Recall] softkey to answer recalls.

To answer a Recall

The Source and Destination areas must both be clear.

1. Press [Recall]. Or

2. Press Answer. You are now connected and may ask if the caller wants to

continue waiting or wants you to ring another extension.

3. Depending on what the caller wants, you have several options at this point:

• Press [Redial Dest] if the caller wants to continue

waiting.

• Dial another extension.

• Press Release to disconnect the call.

) appears above the

Recovering the Last Released Call

Use the Recover key on the console keypad to retrieve a call that you transferred to the wrong extension. To successfully recover the call, you must press Recover while the extension is still ringing. Also, you cannot have started another action, such as dialing or answering a call, following the transfer.

To retrieve the last call transferred from the console

• Press Recover.

Note: This feature requires an access code, which must be entered into the console using the Options command on the Tools menu. For more information, see page 35.

• Press Voicemail to transfer the caller to the extension’s

voicemai l box.

Note: Serial calls will also recall the console. See Serial Call on page 40.

22 ♦ Call Handling Basics

Advanced Features

Contents

Account Codes................................................................................................................27

Bulletin Board.................................................................................................................27

Call Answer Priority.........................................................................................................28

Call Park.........................................................................................................................29

Call Waiting Threshold....................................................................................................30

Cancel Call Forwarding...................................................................................................30

Clear All Features............................................................................................................30

Data Calls.......................................................................................................................31

Day and Night Service.....................................................................................................32

Do Not Disturb (Extensions)............................................................................................33

Emergency Calls .............................................................................................................34

Feature Access Codes (Programming)...............................................................................35

Firmkey Programming.....................................................................................................35

Message Waiting .............................................................................................................36

Override..........................................................................................................................37

Operator Absent/Present Status......................................................................................38

Paging .............................................................................................................................38

Phone Book.....................................................................................................................39

Scratch Pad.....................................................................................................................40

Serial Call.......................................................................................................................40

Trunk Group Status Display............................................................................................41

System Speed Call...........................................................................................................42

Tone Signaling ................................................................................................................42

Advanced Features ♦ 25

Account Codes

An Account Code is a type of password for the system. You may need to enter an account code to access certain features or to record a call on the SMDR log for billing or accounting purposes.

To enter an Account Code

1. Dial the Verified or Non-Verified Account Access Code. A Verified code provides access to features; a Non-Verified

Code records calls on the SMDR log.

2. Dial the Account Code, ending in #. If you make a mistake, p res s Cancel and try again.

3. Continue dialing.

For more information about Account Codes, contact your communications department.

Bulletin Board

The Bulletin Board is shared by all 5550 IP Consoles on the system. Use it to post information that you want other attendants to see and to store speed dial numbers that all attendants can access.

To post information on the Bulletin Board

1. Press Bulletin Board.

2. Press [Edit]. Only one person at a time can edit the Bulletin Board; if

someone else is editing it, the Bulletin Board background will remain gray after you press [Edit].

3. Type the information you want to post.

4. Press [Save]. To view the most recent changes to the Bulletin Board, press

[Refresh].

To dial a telephone number posted on the Bulletin Board

1. Select the telephone number using the mouse or the computer keyboard.

2. Press [Call] or double-click the selected number.

Note: Information posted on the Bulletin Board is stored in a file on your network. The actual location of the file is determined during installation of the console. If the file is moved, enter the new location, using the Options command on the Tools menu

Advanced Features ♦ 27

Call Answering Priority

The con so le is usually s et up to answ er inc o mi n g cal l s on a ‘first- come, fir st - served’ basis. When you pr e s s t h e An swer key with multiple calls wait in g, th e call t hat ha s bee n w aiti ng lo nge st wil l b e answer ed f i rst. Alter nativel y , y ou can as si gn pr i or it i es t o c all s b a se d on their d estinatio n . F or ex am p l e, you might g iv e h i g her pr i or it y to calls to you r compan y’s main li sted dir ectory nu mber (LD N) t h an t o “Dial 0” calls (i.e., internal ca lls to th e console). You r communi cat ions depar t me n t w il l t ell y ou w h ic h type of call it pre f er s you to an swer fir st.

Note: The Answer key has a hierarchy when the console is set up to answer calls on a first-come, first-served basis: recalls are answered fir st, foll owed by other cal ls in ord er of arr iva l. If more than one call is waiting at a particular softkey, they will be answered on a “first-come, first-served” basis.

To specify which call s ar e ans we r ed fir st

1. Choose Options on the Tools menu.

2. Click Answer Priority.

3. Do one of the following:

• To answer calls on a first-come, first-served basis, select

First-Come, First-Served.

• To prioritize calls by line, select Assigned line priorities

and then enter a number from 1 to 7 for each line. The lower the number the higher the priority.

4. Click Apply or OK.

28 ♦ Advanced Features

Call Park

Provided the appropriate access code is programmed into the system, this feature allows an extension user to retrieve a call that you put on hold, by dialing the Call Park - Remote Retrieve access code, followed by the console identity number and the hold position number displayed on your screen.

When the called party retrieves the call, the call is removed from the hold position on your screen.

Up to six calls can be parked at the conso le at an y one ti me.

Questions about Call Park

To park a call for retrieval by an extension user

1. Put a call on hold (see Holding and Retrieving Calls on page 20).

The screen displays the call in the first available Hold position—for example,

2. Page the requested party, informing him or her of the hold position number.

In the example above, assuming that the caller on Trunk 25 (hold position 2) wants to talk to Mr. Smith, and that the Call Park - Remote Retrieve Code is 69, you could page Mr. Smith in the following manner: “Mr. Smith, please dial 69 152.”

The called party can then retrieve the call by dialing the Call Park - Remote Retrieve access code (69 in the example), followed by the two-digit console identity number (15 in the example), and the hold position number (2 in the example).

What happens if the called party does not retrieve the call?

After a predetermined period of time, the call will automatically recall your console.

What happens if I change the status of the console to “Operator Absent” while I have parked calls?

The parked call will remain in the attendant hold position for the same predetermined period of time. This allows system users to retrieve calls parked at a console whose attendant just left. After the predetermined period of time, all parked calls (external and internal) are automatically routed to a programmed answering point.

Advanced Features ♦ 29

Call Waiting Threshold

To reduce call-waiting times, your system may be programmed to present incoming calls to other consoles or answering positions. If your system is programmed this way, you can specify the number of calls that must be waiting before the system presents them to your console.

Clear A ll Features

From your console you can disable features activated on any extension in the system.

These are the feat ur e s you can cl ear :

• All Call Forwarding

To set the call waiting threshold

1. Choose Options on the Tools menu.

2. Click Miscellaneous.

3. Enter a number in the Call Waiting Threshold box.

Cancel Call Forwarding

Call Forwarding lets an extension user route some or all calls to other extensions. You can cancel Call Forwarding on behalf of individual extension users, or for all extensions in the system.

To cancel all types of Call Forwarding for a single extension

1. Select Cancel All CFWD on the Program menu.

2. Enter the extension number using the computer keyboard.

3. Click Yes.

To cancel Call Forward - Follow Me for a single extension

You can cancel Call Forwar d - Follow Me on an e xtensio n and leave the other types of C al l Forwar d (B u s y a n d No Answ er ) alone.

1. Select Cancel Station CFF M on the Program menu.

2. Enter the extension number using the computer keyboard.

3. Click Yes.

• Do Not Disturb

• Callbacks to other users

• Advisory Messages

• Auto-answer

• Timed Reminder

To cancel all features on an extension

1. Select Cancel Station Fe atur es on the Program menu.

2. Enter the extension number using the computer keyboard.

3. Click Yes.

Questions about Clear All Features

Will using Clear All Features on an extension have any effect on Messages or Callbacks set on that extension by other users?

No, it only affects features activated by the extension user. Any Message notifications or Callbacks set on the extension by others will still be in place. Similarly, Clear All Features will have no effect on the station user’s Account Codes or Class of Service.

To cancel all Call Forwarding for all extension users

1. Select Cancel All CFWD on the Program menu.

2. Click Yes.

3. Click Yes again to confirm the cancellation.

30 ♦ Advanced Features

Data Calls

You may be asked to connect an outside caller to a data connection for data communications.

To set up an Associated Data Line Call to a remote facility

1. Dial the Data Access Code. If you hear silen ce, con tin u e.

To connect a caller to a modem

1. Advise caller to switch local modem to “Data” when they hear the high-pitched modem tone.

2. Dial the modem number. ‘Modem Call’ appears in status area.

3. Dial the destination data terminal number. ‘Ringing’, and then ‘Connected’ appear in the Destination area

to confirm that you are connected.

4. Listen for the high-pitched modem tone.

5. Press Release to connect the caller to the modem.

If the number is busy or there is no answer, press Cancel to return to the caller in the Source area.

To set up a local Associated Data Linecall

1. Dial the Associated Data Line code. If you hear silen ce, con tin u e. If you hear busy tone, the Associated Data Line is in use, or

is not ready.

2. Dial the destination data terminal number.

2. Dial the modem hunt group number. ‘Modem Call’ appears in status area.

3. Dial the remote data facility number. ‘Seized’, and then ‘Connected’ appear in Destination.

4. Listen for Connect Tone.

5. Press Release.

Note: For faster dialing using Phone Book, ask your communications department to add frequently dialed data numbers to the system directory.

‘Ringing’, then ‘Connected’ appear in Destination. Listen for Connect Tone.

3. Press Release. Your data line is connected.

Advanced Features ♦ 31

Day and Night Service

Office telephone systems are typically placed in Night Service after regular hours, or whenever the last available console is left unattended.

Calls then ring al ter n at e answering points—either designated extensions, or a night bell.

Extension users can dial the Trunk Answer From Any Station (TAFAS) Code to answer incoming calls ringing the night bell.

If the last available attendant console has not processed a ca ll after a programmable time-out period, the system is automatically placed in Night Service 1.

To change the service mode

Questions about Day and Night Service

What services are affected by Day or Night Service?

The change from Day to Night service may effect some users depending on their COS and COR. For example, a user might have a COR that allows external calls when the system is in Day service but not when in it is in Night service.

• Select the appropriate mode from the

Console Status area.

Note: Contact your communications department for information about where the answer points are and when you should select the different services.

list in the

32 ♦ Advanced Features

Do Not Disturb (Extensions)

Extension users usually set and cancel Do Not Disturb (DND) on their own phones but you may be asked to do it for them. When set, DND prevents calls from ringing the extension.

To set up Do Not Disturb on behalf of an extension user

1. Select Set Station DND on the Program menu.

2. Enter the extension number using the computer keyboard.

3. Click Yes.

To cancel Do Not Disturb on behalf of an extension user

1. Select Cancel Station DND on the Program menu.

2. Enter the extension number using the computer keyboard.

3. Click Yes.

To cancel Do Not Disturb for all extensions

1. Select Cancel All DND on the Program menu.

2. Click Yes.

3. Click Yes again to confirm the cancellation.

Questions about Do Not Disturb

Why would an extension user want to use Do Not Disturb?

Do Not Disturb prevents most calls from ringing the extension. Only recalls, overrides, and special trunks dialing in directly to the extension will ring it. If extension users want protection from tone intrusion (for instance, during a data call) they should use Call Privacy instead.

What kind of tones does another extension user or attendant get when calling an extension that has Do Not Disturb set?

They hear slow busy signal. Anyone who is permitted to override the ot her ext en s ion ma y the n do so .

Advanced Features ♦ 33

Emergency Calls

This feature raises an alarm at the console when an extension user places an emergency call and identifies the extension that placed the call. With this information, you can direct emergency services (for example, police or ambulance personnel) to the location from which the call was placed.

When an emerge nc y call alar m is ra is ed, the console rings an d displays EMERGENCY CALL. The emer gen c y cal l go es d ir e ctly to emergency services; therefore, the attendant does not have an opportunity to verbal ly communicate with the person who initiated the emergency call.

To read an Emergency Call

2. Click Clear to ac kn owledge the call . EMERGENCY CALL disappears when the last outstanding emergency call has been cleared.

Note: Only one person can view the emergency call at a time.

To delete an Emergency Call

1. In the Emergency Call Log, select the cleared emergency call you wish to delete.

2. Click Delete.

Note: Only cleared logs can be deleted. The 3300 ICP will retain all Emergency Call Logs.

1. Click

- orClick Tools, and then click Emergency Call Log. The Emergency Call Log window displays:

If emergency calls were previously cleared, they will appear in the Emergency Call Log, with t he most recent cal l listed fir st.

on the toolbar.

To close the Emergency Cal l Log

• Click Quit.

Note: Once you exit the 5550 IP Console, all logs are discarded from the Emergency Call Log; however, the logs can be retrieved through the 3300 ICP.

34 ♦ Advanced Features

Questions about Emergency Calls

What does the icon on the toolbar mean?

It is the Emergency Call Log icon. To view the calls listed in the Emergency Call Log, click the icon once.

What does the icon in the Emergency Call Log mean?

Emergency cal l s app ear in th e Emergency Call Log, with the most recent call listed first. A current emergency call is marked with the icon, while previous emergency calls are not marked with the icon; therefore, only emergency calls marked with the icon can be cleared.

Sometimes I cannot view the current emergency call details — why?

Only one pers on can vi ew t he cu r ren t em er g en c y call d et ai l s at a time. Other attendants receive "Emergency Call Displayed by <extension>" in the response area at the bottom of their application. If another attendant is viewing the current emergency call details, you can still access locally cleared emergency call information, but you cannot access or clear the curr en t ca l l.

Sometimes the Emergency Call Log disappears — why?

If you do not click Clear approximately 60 se con ds aft er receiving the emergency call, the log reverts to Phone Book so another attendant can view the current emergency call details.

If another attendant doesn’t ack now l edg e th e emergency cal l, click the icon again to open the Emergency Call Log.

Feature A ccess Codes

To use the Recover and Voicemail keys on the console keypad, your console must be programmed with the correct access codes.

To program the Recover and Voicemail access codes

1. Choose Options on the Tools menu.

2. Click Miscellaneous.

3. Type the access codes in the appropriate boxes.

4. Click Apply or OK.

Firmkey Programming

You can reprogram the top two rows of keys on the console keypad with other features or remove a feature from a key if the feature is unavailable.

To program features to keys

1. Choose Options on the Tools menu.

2. Click Keypad.

3. Using the right mouse button, click on the key that you want to program.

A list of features appears.

4. Select the feature you want to assign to the key.

5. Repeat steps 3 and 4 to program other keys.

6. Click Apply or OK.

To restore the original key programming

• Click Restore Defaults.

Advanced Features ♦ 35

Message Waiting

You can set (activate) a message waiting indicator on an extension, to notify the user that you have a message for him or her. You can also check whether an extension has a message waiting and clear the message waiting indication.

If a dialed extension is busy, unanswered or has activated Do Not Disturb

1. Press [Source] and take the message.

2. Press Message.

To check whether an extension has a message waiting

1. Press Message.

2. Press [Ch eck MSG Waiting].

3. Dial extension number. The words ‘MSG Waiting ON’ appear in the Destination area if

the extension has a message waiting.

3. Press [Set MSG Waiting].

4. You can then,

• press Cancel to return to the call in Source (if necessary),

and then

• press Release to release the call in Source.

To set message waiting if you are not currently connected or trying to connect with an extension

1. Press Message.

2. Press [Set MSG Waiting].

3. Dial extension number.

To cancel a Message W aiting indication

You can cancel a message waiting indication whether you are connected to the extension or not.

1. Press Message.

2. Press [Clear MSG Waiting].

3. Dial the extension number (if not connected to the extension).

Questions About Message Waiting

How do extension users know there is a message waiting for them?

The indication depends on the type of telephone. A user with a standard telephone hears Message Waiting Tone upon lifting the handset. (If the user’s phone has a message lamp, the light flashes). The LCD dis play on phones so equipped, shows a message waiting indication in addition to the tone.

When should I cancel Message Waiting notifications?

You can do it whenever it is convenient for you; however, it saves time and effort to do so at the same time as you deliver the message to the extension user.

While you are delivering the message to the extension,

1. Press Message.

2. Press [Clear MSG Waiting].

3. Press Release when you finish the call.

36 ♦ Advanced Features

Operator Absent/Pres ent St atus

You can change the Operator status to Absent when you plan to be away from your desk and do not want calls sent to your console. All new and waiting calls will ring another destination determined by system programming.

Override

You can interrupt a busy extension or intrude on a busy outside line.

To intrude on a busy extension

To change the Operator Present/Absent status

• Select the state you want from the list in the Console

Status area.

If you are the only Attendant on the system and you attempt to change the console status to Absent, a warning message will appear on your screen: ‘Absent Feature Disallowed for Last Attendant. Select Night Service.’ For more information about Night Servi ce, s ee pag e 32 .

Note: Unplugging the handset or headset will automatically change the Attendant Status to Absent. See Unplugging Handset or Headset on page 10 for more information.

Questions about Operator Absent/Present Status

What happens to my calls when I activate Operator Absent?

All new and waiting calls to your console are automatically rerouted to programmed destinations. Calls that you may have put on hold will time-out and either be given reorder tone or redirected to the programmed destination. However, you can still ori ginate calls.

Note: If a console has not processed a call after a programmable time-out period, the console status automatically changes to Operator Absent.

1. Press [Override]. All parties in the conversation hear Override Tone (a brief

tone every six seconds) for as long as you are connected to the call.

Everything you say is overheard by all connected parties. The message ‘Feature not allowed’ appears if your Class of

Service do es not allow you to ov er r ide th e extension.

2. After the override, you may,

• press Release to disconnect the console from the call.

• press Cancel to reconnect to the call in Source and

disconnect from the call in Destination.

To intrude on a busy trunk (outside line)

1. Dial Individual Trunk Access Code.

2. Dial trunk number. For a list of trunk numbers, use the Trunk Group Status

Display feature described on page 41.

3. Press [Override]. The callers hear Override Tone as long as you are connected

to the call. When they hang up, the line is available for your use.

Advanced Features ♦ 37

Paging

If your system has paging equipment, you can use it to make announcements to one or more areas or “zones.”

Use the Paging Zones table in the Reference section to record the location of the paging zones.

To make a page

The Source and Destination areas of your screen must be clear.

1. Press Pager. If you have only one paging zone, you will be immediately

connected to the pager.

2. Make your announcement.

If you have more than one paging zone

• After pressing Pager, dial the 2-digit Paging Zone Code—(01-

15) or 00 for all zones. Listen for a long beep. Once you are connected to the paging

circuit, one of these messages appears on your screen: ‘Page Zone Busy’ — someone else is accessing the paging

equipment. Try again later, or press [Override] (if this is allowed in either your or the paging unit’s Class of Service) to interrupt the page in progress.

‘Page Zone Unassigned’ — you do not have access to that paging zone.

‘Connected to Pager’ — you are conne cted an d can mak e your announcement.

To end a page

• Press Cancel or Release.

You are disconnected from the paging equipment.

38 ♦ Advanced Features

Phone Book

Use the Phone Book to search your system’s telephone directory for people and extensions. You can search by entering a person’s name, an extension number, a department, or a location. Searching by department is useful when a caller requests to speak to “someone in Sales” rather than a specific person. A location could be a conference room, the lobby of your building, or other place that has a phone. You can also make a call from the Phone Book.

To access your system directory

You can access the directory at any time.

1. Press Phone Book.

3. Press [Search] or ENTER. Entries that match what you typed appear in the

Phone Book area.

4. Use the mouse or the arrow keys or the PageUp/PageDown keys on the keyboard to scroll through the list until you find the desired entry.

5. Press [Call] or ENTER to call the selected entry. You can also double-cl ick the entry to call it .

2. Type the person’s name or other information in the appropriate boxes. (Use the mouse or the Tab key to move between boxes.)

Press Backspace to era se i nc or r ect k e ystrokes.

6. To begin a new search, press [N ew Sear c h].

Questions about Phone Book

What does the icon mean?

In the Sourc e and Desti nation areas, a pr ivate extension app ears with a ‘p’ before the extension number—for example, p203 0.

Advanced Features ♦ 39

Scratch Pad

The Scratch Pad is your own personal phone directory and Speed Dial list. Use it to save telephone numbers for faster dialing or to store the names and numbers of callers for future reference.

To delete information in the Scratch Pad

• Select the information using the mouse or the arrow keys,

and then press Delete.

To dial a telephone number in the Scratch Pad

• Select the number you want to dial, and then press [Call].

Serial Call

If a caller wants to talk to several people in a row, use the Serial Call feature. When the first call ends, the caller returns to the console instead of being disconnected. You can then dial the next call. The serial call keeps returning to the console until all the intended calls have been made.

To set up a serial call for a caller in the Source or Destination area:

1. Tell the caller to remain on the line after completing each call.

2. Press [Set Serial Call].

3. Dial an extension number.

4. Press Release.

To enter information into the Scratch Pad

You can use the Scratch Pad while connected to a caller.

1. Press Scratch Pad.

2. Type a name, a telephone or extension number, and any other information you want to save.

Include the Outside Line Access Code for external phone numbers and omit spaces between digits.

3. Press [Save] to save the information.

40 ♦ Advanced Features

The console is released from the call. When the extension you dialed hangs up, the Serial Call returns to the console as a Recall (see Recall on page 22).

To cancel a Serial Call

• When the caller has finished the series of calls, press

[Cancel Serial]. If the serial call recalls and no one is there, it means the

caller has hung up.

Trunk Group Status Display

Trunk Group Status Display is an optional feature that lets you monitor traffic on the system. During peak traffic periods, some users could experience problems making external calls and may contact you to find out why. The Trunk Group Status Display feature enables you to confirm excessive traffic as the most likely cause. You can then tell users that the situation is temporary and suggest that they try making their calls later.

You can display traf fic informat ion by specifyi ng trunk gr oup numbers or the digits dialed t o access them—for example, the digit 9.

To display only the information on the trunks that are accessed by dialing a given leading digit string

1. Press Trunk Status.

2. Select Search by dialed digit s.

3. Enter the leading digit string—for example, area code “416.”

4. Press [Search].

Options

The use of this feature does not disrupt call processing.

To display traffic information by trunk group number

1. Press Trunk Stat us.

2. Select Search by group number.

3. Enter the starting trunk group number, and then press [Search].

The displays shows a list of the trunk groups, the number of trunks in each group, and the number of those trunks currently in use—for example,

After displaying traffic information you can...

• Click [Print] to print status information for the displayed

trunk groups only.

• Click [Print All] to print status information for all trunks

groups, including those not displayed.

The Timestamp shows the time of your last search.

Advanced Features ♦ 41

System Speed Call

Frequently dialed telephone numbers may be saved for you and other extension users for speed dialing. Use the table provided in the Reference section to record the System Speed Call numbers you will most likely need.

• Dial the System Speed Call Number

The stored telephone number is dialed automatically.

Notes:

• If you find that you are fre qu e nt ly dialing the same nu mb er s,

add them to your personal Speed Call list in the Scratch Pad. For more information, see page 40. You can also use the Bulletin Board to store speed call numbers for use by all attendants. For more information, see page 27.

• Programmin g sy st em spe ed call nu mb ers i s don e by you r

communications department and cannot be done from the console.

Tone Signaling

You may have noticed that when you dial a number at your console, you don’t hear any of the tones or pulses normally associated with telephones. This is because your console ‘communicates’ with the rest of your telephone system with different types of signals. However, there are times when you need to send tones in order to complete your call. Typically, special services such as voicemail require passwords or other information in the form of tones before allowing access.

To generate tones

Once the connection is made and you are prompted to enter digits:

1. Press Tones. The Tones indicator in the Console St atus area appears

dimmed when tone signaling is turned off.

2. Dial the code.

To turn off tone signaling

• Press Release

to disconnect your console from the call. Tone signaling stops automatically.

42 ♦ Advanced Features

• Press Tones ag ain

to turn off the tones.

Hotel/Motel Features

Contents

Displaying and Changing Room Information....................................................................46

Searching for Rooms .......................................................................................................47

Changing Room Occupancy and Condition Status...........................................................48

Checking-In/Checking-Out.............................................................................................48

Setting/Canceling Wake-up Calls....................................................................................48

Setting Room Call Restrictions.........................................................................................49

Blocking Room-to-Room Calls .........................................................................................50

Monitoring Guest Rooms.................................................................................................50

Displaying/Clearing a Message Register ..........................................................................51

Printing Reports..............................................................................................................51

Hotel/Motel Features ♦ 45

Displaying and Changing Room Information

Room information includes guest name, room occupancy and condition status (Vacant, Clean, Out of Service, etc.), outgoing call charges and restrictions, and the status of message waiting, wake-up call, and other guest services.

message waiting and a wake-up call for 7:30 AM. The room is occupied and clean and is unaffected by Call Blocking.

NOTE: The information displayed is different depending on whether the console is connected to a room or a suite — see, About Suite Services below for details.

3. Make the required changes (if any), and then press [Save] to save them.

To display, enter, or change room information

You can display, change, or enter new room information while the console is idle, or when you are on a call to the room.

1. Press Guest Service, or if you are already on a call to the room, press th e [Guest Service] softkey.

2. Enter the room extension using the computer keyboard (not necessary if you are alre ady on a call to the room ). Th e display shows, for example:

About Suite Services

Suite Services provides optional Shared Telephone Service (STS) to all phones in interconnected hotel/motel rooms or suites. When ST S is oper at in g for a particular suit e, call s to the suite ring all phones. Wake-up calls, Message Waiting, Do Not Disturb and Call Blocking also apply the same to all phones. When operating without STS, each phone acts independently allowing, for example, guests in a two-bedroom suite to set sep ar at e wake-up call s.

How can you tell whether the console is connected to a room or a suite and whether STS is operating?

When connected to a suite with STS operating, the Telephone section of the Guest Services screen will show the number and name of the calling or answering extension as follows:

The upper part of the Guest Services screen will show the primary suit e nu mber —that is, the number used to call the suite and for che ck- in and check-out.

If STS is not operating, the Number box in the Telephone section is activated, allowing you to select a phone and set up a wake-up call for it.

In this example, John Smith from Mitel Corp is checked into room 1026, allowed to make long distance calls, has a

46 ♦ Hotel/Motel Features

Options

After displaying the room information, you can...

• Enter or change the name of the guest and the company or

group he or she is affiliated with. The guest’s name can h av e a maximum of 20 characters.

Searching for Rooms

You can search for a room using the occupancy and condition states as search parameters. This enables you to find, for example, all rooms that are vacant and clean or that have maids in them. You can also search using a guest’s last name to determine which room they are in.

• Check the guest in or out (see page 48).

• Change the room’s occupancy or condition status (see

page 48).

• Enter, change, or clear the wake-up call time (see page 48).

• Set or change outgoing call restrictions (see page 49).

• Allow or block room-to-room calling (see page 50).

• Clear the Message Cost and information for calls placed from

the room (see page 51).

Note: Guest Services shows only whether Do No t Disturb (DND) or Message Waiting (MW) are on or off. For information on changing the status of these features, see pages 33 and 36.

To search for rooms

1. Press Guest Service.

2. Do one of the following:

• To display information for a specific room, use the

computer keyboard to type the room number in the Room Number box.

• To find rooms by occupancy and condition status, click

Room Status, and then select states from the Occupancy and Condition lists.

To begin searching from a particular room, type the number of the room in the Starting at room box.

• To find a guest’s room, click Last Name of Guest, and

then type the guest’s last name.

3. Press [Search]. The screen shows, for example,

Hotel/Motel Features ♦ 47

4. To view information for a room in the list, click to select it and then press [Select]. Use the arrow keys or the Page Up and Page Down keys to scroll through the rooms.

If a printer is attached to the console, you can print the occupancy and condition status for all rooms in the hotel or motel. For more information, see Printing Reports on page 51.

Checking-In/Checking-Out

Checking in a guest changes the status of a room to Occupied; checking out changes the room to Vacant. Both check-in and check-out clear the guest name, affiliation and wake-up time (if set). The Call Block and Call Restriction settings for the room are also reset to values specified by system programming.

Changing Room Occupancy and Condition Status

The room occup anc y and cond i tion stat e s are as foll ow s:

Occupancy Condition

Vacant Occupied Reserved

Note: The Maid status can also be changed from the room by dialing a code.

To change a room’s occupancy and condition status

1. Press Guest Service, or if you are already on a call to the room, press th e [Guest Service] softkey.

2. Enter the room extension using the computer keyboard (not necessary if you are alre ady on a call to the room ).

3. Press [Search].

Clean Not Clean Maid Present (s ee n ote) To Be Inspected Out of Service

To check in or check out a guest

1. Press Guest Service, or if you are already on a call to the room, press th e [Guest Service] softkey.

2. Enter the room extension using the computer keyboard (not necessary if you are alre ady on a call to the room ).

3. Press [Check-In] or [Check-Out].

4. Press [Save] to save the changes. To cancel changes you made and return to the previous

screen, pre ss [Previous].

Setting and Clearing Wake-up Calls

Both you and the guest can set, change, and cancel wake-up calls for a guestroom. The system does not distinguish whether a wake-up call is set, changed, or canceled from the console or guestroom telephone. So, for example, a guest can cancel a wakeup call that you set and vice-versa.

Wake-up calls can be set to occur up to three times a day with or without daily repetition. For each wake-up, you can specify whether the call is made by the system (an Automatic wake-up) or the attendant or other hotel employee (a Personal wake-up).

4. Select the desired states f rom the Occupancy and Condition lists.

5. Press [Save] to save the changes. Note: Depending on sy st e m pro gra m min g , all ‘occupied and

clean’ rooms may automatically change to ‘occupied and not clean’ at a specified time each day.

48 ♦ Hotel/Motel Features

To set, change, or cancel a wake-u p time while viewing the guestroom’s information

1. For each wake-up call that you want to set up, specify the frequency (once or daily) and method (automatically by the system or personally by a hotel employee) of delivery.

2. Click in the Wake-up box, and then type the hour and minutes in 24-hour format. You must enter four digits—for example 0630 for 6:30 AM (or 1830 for 6:30 PM)

To cancel a wake-up call, delete the time from the Wake-up box.

3. Press [Save] to save the changes.

To set, change, or cancel a wake-up time when NOT viewing the guest room’s information

1. Press Guest Service.

2. Enter the room number using the computer keyboard.

3. Follow steps 1 and 2 from the previous procedure.

Notes:

• If the guest fails to answer the wake-up call, the system will

ring the room up to four more times at intervals of two to seven minutes. If the guest still does not answer, the wakeup call could be routed to the console.

• Some display phones can set their own timed reminder. The

above procedures will also clear or change a reminder already set by the user.

Setting Call Restrictions

You can control the type of telephone calls that guests can place from the phones in their rooms. There are three levels of call restriction: Internal, Local, and Long Distance.

The system provides three more levels (labeled Option 1, 2, and

3) that can be used to impose special call restrictions. Ask your communications department for instructions about the use of these restrictions.

To set or remove call restrictions for a room

1. Press Guest Service, or if you are already on a call to the room, press th e [Guest Service] softkey.

2. Enter the room extension using the computer keyboard (not necessary if you are alre ady on a call to the room ).

3. Press [Search].

4. In the Call Restriction list, select one of the following:

• Internal to allow internal calls only.

• Local to allow internal and local calls.

• Long Distance to allow internal, local, and long distance

calls.

• Option 1, Option 2, Option 3 to impose special call

restrictions determined by system programming.

Your system may be programmed to automatically change

Note:

call restrictions for rooms at check-in and check-out time.

• If a printer is attached to the console, a report may print each

time you set, chang e, or canc el a wak e- up call .

Hotel/Motel Features ♦ 49

Blocking Room-to-Room Calls

Call Blocking stops guests from placing calls to other rooms. You can control when Clock Blocking takes effect and the rooms affected by it.

To control whether Call Blocking affects a room

1. Press Guest Service, or if you are already on a call to the room, press th e [Guest Service] softkey.

2. Enter the room extension using the computer keyboard (not necessary if you are alre ady on a call to the room ).

3. Press [Search].

Monitoring Guest Rooms

Guests can use their room phone as a listening device to monitor their room from a remote station. The remote station can be an attendant console, an extension, or an outside phone calling into the system on a special line (i.e., a DISA trunk).

To use the console to listen in on a room that has room monitoring activated

You can only monitor a room from an idle console.

1. Select Guest Services on the Tools menu.

2. Select Room Monitor.

4. In the Call Block list, select the option you want.

5. Press [Save].

To turn Call Blocking on or off for the entire system

1. Select Guest Services on the Tools menu.

2. Select Toggle Call Block. The Call Block indicator in the Console Status area appears

dimmed when Call Blocking is turned off.

Note: Your system may be programmed to turn Call Blocking on and off for all affected rooms at certain times of the day and for individual rooms at check-in/check-out time.

3. Dial the room number using the console keypad.

4. Listen for three short beeps followed by audio from the room. If room monitoring is not activated on the room phone, you

will hear reorder tone or a beep. If you see ‘Monitor Busy,’ then another extension is already

monitoring the room. If you see ‘Class Restricted’ or ‘Access Disallowed,’ then the

room cannot be monitored because of restrictions on the console or the room phone.

To disconnect the console from the room

• Press Cancel or Release.

50 ♦ Hotel/Motel Features

Clearing the Message Register

The message register is a record of the number and cost of all external calls placed from a guest room telephone. The system uses meter pulses received from the local telephone company to calculate costs. If pulses are not received, then only the number of external calls are counted.

A guest’s message register is automatically cleared when the guest is checked out. If a guest prefers to pay for calls on a daily basis, you can manually clear the register after each payment is made.

To display or clear a room’s message register

1. Press Guest Service, or if you are already on a call to the room, press th e [Guest Service] softkey.

2. Use the computer keyboard to type the room number in the Room Number box (not necessary if you are already on a call to the room).

The Message Cost and Calls fields show the total cost and number of all external calls placed from the room.

3. Click Clear to er a se th e Message Cost and Calls totals.

If a printer is attached to the console, a report may print showing the contents of the register before it was cleared.

Printing Reports

If a printer is connected to the console, you can request printed reports of mess ag e re gist er s, roo m st atu s and au to mat i c wak e- up calls. Some reports print automatically. For example, whenever a wake-up call is set, changed, or canceled, a record of the event is printed.

To print a report

• On the Tools menu, select Guest Services followed by th e

command that corresponds to the report that you want to print.

Hotel/Motel Features ♦ 51

Reference

Contents

Alarms............................................................................................................................56

Greetings ........................................................................................................................56

Rerouted Calls ................................................................................................................57

Class of Restriction .........................................................................................................58

Class of Service...............................................................................................................58

Feature Access Codes......................................................................................................59

Glossary..........................................................................................................................60

Hunt Groups...................................................................................................................62

Paging Zones...................................................................................................................62

System Speed Call List....................................................................................................63

System Messages ............................................................................................................64

Telephone Directory ........................................................................................................70

Trunk Numbers...............................................................................................................70

Reference ♦ 55

Alarms

Your telephone system uses automatic monitoring and fault diagnosis to check the system for faults.

An alarm st at u s appearin g in the up p er - ri g ht co rner of the scre en notifie s yo u w h en a f au lt occur s . When th er e ar e no faults, thi s area is blank. If a critical alarm occurs, you’ll hear a recurring beep.

The alarm display is cleared automatically when the fault is corrected.

Alarm types

There are three classes of alarms: Minor, Major and Critical.

Greetings

Record your company’s preferred greetings for each of the following situations.

Calls on Outside Lines

Calls On Inside Lines

MINOR

There is a minor alarm within the telephone system, which probably does not affect the telephone users.

MAJOR

An alarm affect ing service has oc cur r e d, but calls can still be made. Contact your commun ic ati on s dep art ment.

CRITICAL

The telephon e sy st e m is not pr ov id in g nor m al service and shou l d automatically switch itself to System Fail Transfer Mode (if this is available on your system). You MUST contact your communications department.

Recalls

Calls Camped on to a Line

Taking Messages

56 ♦ Reference

Rerouted Calls

Some users may decide to reroute their calls to your console, or the system may be programmed to reroute certain types of calls or all calls made at given times to your console.

The calls that are rerouted to your console may be one of four types:

• Calls a user has forwarded (Follow Me, Busy or No Answer).

• Calls to a given number rerouted by system programming.

• Calls on certain trunks if incoming calls on certain trunks

are always “transferred” to your conso le.

• If the user dials a number that is rejected by the system for

any reason, Intercept Handling may be programmed to reroute the call to your consol e.

Call Forwarding

When a user has forwarded his or her calls to your console, incoming calls to that extension will ring your console. When you answer, the called party information will appear in the Destination area.

Note that the Destination area displays the name of the called party, the called party’s number, and the type of Call Forwarding that the called party programmed and that caused the call to be rerouted to your console (Follow Me, Busy or No Answer).

Also, two softkeys are always available in this situation: [Set Serial Call] and [Redial Dest]. Pressing [Redial Dest] will automatically redial the called party, overriding the Call Forwarding to your console.

System Rerouting

When the system is programmed to redirect calls to an extension to your console at all times, the message “Call Forward - Always Reroute” appears in the Destination area, below the user’s name and extension number.

Transferred Calls

If you transfer an incom i ng cal l to an ext e nsi on , and th e extension user transfers the call back to your console, the message ‘‘Transferred’’ appears in the Destination area.

Intercept Handling

When a user dials a number that the system rejects, the call is rerouted to your con sole. When you ans wer , th e app rop r i ate Intercept Handling message displays in the Destination area. See System Messages on page 64 for information about the messages that may display in that situation.

Reference ♦ 57

Class of Restriction

Each extension and trunk in the system is assigned a Class of Restriction. As its name implies, a Class of Restriction (COR) may restrict an extension (or a trunk) from accessing an external route at a given time.

The extension’s COR is displayed in the Source or Destination area of the console screen, along with its Class of Service and the other information on the caller.

Here are a few examples on how the Class of Restriction can affect users:

Class of Service

Not all the features described in this Guide are available on your console or on other ext ens ions.

An extension’s Class of Service (COS) appears, with the information about that extension, in the Source or Destination area of the console screen.

Each COS defines which features an extension or console can activate. The message “Feature not allowed” appears on the console screen when you try to access a feature not allowed in your or the extension’s COS.

• The extensions with a given COR may not dial outside the

system at all, having to ask the assistance of the attendant to do so.

• Extensions with another COR may have to go through the

attendant in order to dial long distance.

• Extensions with yet another COR may only dial certain long-

distance numbers and at given times of the day.

• Extensions with the least restrictions programmed could dial

anywhere at any time.

• The extension’s COR may change with Day, Night 1 and

Night 2 services.

• Routing may change according to the time of the day and the

day of the week, indicating different outside dialing privileges according to the time of dialing.

Here are some examples of how a COS could affect users:

• COS could change depending on whether the system is in

Day, Night 1, or Night 2 Service.

• Extensions without an appropriate COS could be denied

access to certain features, such as Call Override, Paging Access or Setting Message Waiting Notification.

• You and other extension users may be required to enter an

Account Code for additional system access or when you want to use your COS at a different extension.

• Some extension users cannot be overridden.

58 ♦ Reference

Feature A ccess Codes

FEATURE CODE

Account Code Access

- Verifiable ____________________________

- Non-Verifiable ____________________________

Associated Dataline Access ____________________________ Loopback ____________________________ Call Hold

- Retrieve ____________________________

- Remote - Retrieve ____________________________

Callback ____________________________

- Cancel ____________________________

Call Forward

- Busy (External) ____________________________

- Busy (Internal) ____________________________

- Follow Me ____________________________

- Follow Me Enchaining ____________________________

- I Am Here ____________________________

FEATURE CODE

Clear All Features

- Remote ____________________________

Conference ____________________________ Do Not Dis turb ____________________________

- Remote

- Cancel Remote

External Line Access ____________________________ Forced Release ____________________________ Last Number Redial ____________________________ Individual Trunk Access ____________________________ Message Waiting Inquire ____________________________ Message Notification ____________________________

- Cancel _____________________________

Override Paging ____________________________

____________________________ ____________________________

____________________________

- No Answer (External) ____________________________

- No Answer (Internal) ____________________________

Call Park Remote Retrie ve ____________________________ Call Priv acy ____________________________ Camp-on ____________________________

- Retrieve ____________________________

Personal Speed Call

- Invoke ____________________________

- Store ____________________________

Pickup

- Dialed Call ____________________________

- Directed Call ____________________________

TAFAS -Remote Retrieve ____________________________

Reference ♦ 59

Glossary

Account Code

A code you dial to access certain system features; to apply your Class of Servic e (CO S) at a diff er ent ext e ns i on; or to associate a caller with an SMDR record for accounting purposes.

ARS - Automatic Route Sel ection

This is an application that handles long distance call routing automatically.

Broadcast Group

When a line has an appearance on another telephone, it is said to be in a broadcast group. This means that all extensions with that line appearance have access to and may use that line.

Call Privacy (D ata Line Security)

A COS feature which prevents an extension from receiving Campon Tone -- which could interfere with data transmission.

Camp-on

A feature allowing the system to queue calls directed to a busy extension, then automatically connects the waiting party to the extension when it becomes free. The busy extension user hears Camp-on Tone indicating a call is camped-on. The waiting caller is put on hold and hears music or silence.

Class of Restriction (COR)

Control of a station or trunk’s access to trunk circuits. A station may have up to three different CORs specified for Day, Night 1 or Night 2 Service.

Class of Service (COS)

A level of service defined by a specific set of features that controls an extension’s access to these features. A station may ha ve up to three different COSs specified for Day, Night 1 or Night 2 Service.

Consultation Hold

A temporary hold applied to a call while an extension or console user activat es a f eatur e or make s a cal l.

Customer Data Entry (CDE)

The entry of programmed data, specific to the customer’s requiremen t s. Customer da ta i ncludes such it e ms as dir e ct or y information, COS and COR allocations, and trunk data.

Direct Inward Dialing (DID)

This feature allows outside trunks to reach pre-programmed extensions directly, without going through the Attendant console.

Direct Inward System Access (DISA)

A feature which allows callers to dial directly into the telephone system and activate features and facilities.

External Line Access Code

A code which precedes a dialed number to indicate to the telephone system that the telephone number is outside the system.

Firmkeys

Keys on the console keypad that can be programmed to access console featu r es an d sy st e m services.

Hunt Group

Extensions linked together in a group with a common (pilot) telephone number as well as their own personal extension numbers. Two types of hunting are available with your telephone system: Circular Hunting and Terminal Hunting.

Circular Hunting: A new call to the Hunt Group is directed to the first idle extension found after the extension, which received the last call. This provides equitable call distribution to all the extensions.

Terminal Hunting: Hunting takes place in the order in which the extensions were programmed into the hunt group. It always starts with the first extension in the list and the hunting ends with the first idle extension found.

60 ♦ Reference

Line

A telephone communications channel between switching centers or the Central Office and the 3300 ICP.

Night Answer Point(s)

An extension user can answer incoming calls ringing the Night Answer Point by dialing the TAFAS code.

Night Service

A system mode of operation that routes incoming calls to the Night Answer Point(s) when the system is in Night Service and the Attendant consoles are in Absent mode.

Pickup Group

Extensions located in one area, or with similar departmental functions, are often placed in the same answer group.

Recall

A call returns to the console for further handling by the attendant.

SMDR - Station M essage Detail Recording

This is an application that automatically logs call information such as “length of call” and “caller extension number”, among other things.

Switchhook Flash

Used by extension users to signal the telephone system that they want to activate a feature.

TAFAS Code

(Trunk Answer From Any Station) A code used to answer calls ringing the Night Answer Point(s).

Trunk

An outside line which links two switching systems. This link can be between one or more private telephone systems and/or between your private system and the public telephone system (Central Office).

Reference ♦ 61

Hunt Groups

Dialing a Hunt Group Pilot Number either from the keypad or through the Phone Book feature, connects you to the first available extens ion in that are a. Cont act your co mmun i cat ion s department for more information

Paging Zones

Use this table to record the paging zones your system uses. Contact your communications department for more information.

Pilot

Number

Hunt Group

Name

Extensions

Location Zone Code

All Zones 00

01 02 03 04 05 06 07 08 09 10 11

62 ♦ Reference

12 13 14 15

System Speed Call List

Name Number

Reference ♦ 63

System Messages

These messag es appear in the vari ou s are as of you r screen.

Call Forward - Follow Me

This extension user has all calls forwarded to you (Call Forward Follow Me).

Absent Feature Disal lowed for Last Attendant. Select Night Service

As the last or only attendant in the group, you cannot place your console into absent mode.

Access Disallowed

The feature access code you’ve dialed is not available to an Attendant.

Attendant Gr(oup)

Displayed when one attendant calls another number belonging to one or more attendants.

Broadcast Gr(oup)

Group of extensions sharing the same line. Actually, every line in the system is part of a broadcast group, even if it appears on only one extension (private lines, for example).

Busy

The number you just dialed is busy.

Callback - Recall

The busy extension or trunk you requested the system to monitor is now available.

Callback Queue Full

Your request for a Callback has been denied because of insuffici en t system resou rc e s.

Call Forward - No Answer

This extensio n us er is not ava il ab le, and h a s forw arded calls (Call Forward - No Answer) to you.

Cancel All Featur es for Station # :

Enter the number of the extension for which you wish to cancel all features.

Cancel CFFM for Station # :

Enter the number of the extension for which you wish to cancel Call Forward- Follow Me.

Cancel Do Not Disturb for All Stations ... Completed

Confirms that the requested action has been taken.

Cancel DND for Station # :

Enter the number of the extension for which you wish to cancel Do Not Disturb.

Cancel Forwarding for All Stations ... Completed

Confirms that the requested action has been taken.

Cancel All CFWD for St ation # :

Enter the number of the extension for which you wish to cancel all types of Call Forwarding.

Call Forward - Always Reroute

This extension user has all calls rerouted to you.

Call Forward - Busy

This extension user is busy and has forwarded calls (Call Forward - Call Fwd Busy) to you.

64 ♦ Reference

Canceling Do Not Disturb for All Stati ons

Your request is in progress.

Canceling Forwarding for All St ations

Your request is in progress.

Cannot Activate Feat ure if a Party in DESTINATION

Release party in DEST and try again.

Cannot Put Connected Par ty On Consultation Hol d

You already have a party on Consultation Hold, and you cannot perform certain functions - for example, activating message waiting for an extension until you clear the destination field.

COR

Indicates the Class of Restriction applicable to that station or trunk.

COS

Indicates the Class of Service applicable to that station or trunk.

COS Violation

The caller tried to access an unavailable feature. Intercept handling has rerouted the call to your console.

Data Line

Equipment name displayed when a data line is called.

Check MSG Waiting for Station # :

Enter the number of the station for which you want to check the message waiting notification(s).

Completed

Confirmation message when the number you’ve entered is valid and the action requested has been taken.

Class Restrict ed

Your Class of Service does not allow this feature.

Conference

Indication that a conference has been set up or is on hold.

Connected

Confirmation message when your call is connected to a data call.

Connected to Pager

Confirmation message that you have accessed the paging zone and can make your announcement.

Data Group

Equipment name when a data group is called.

Directory Number Out of Service

The caller has dialed a directory number that does not exist. The call has been rerouted to your console.

Do Not Disturb

The extension user you dialed has activated Do Not Disturb. You cannot call this extension unless you use the override feature.

External

Indicates a call from outside your system (a trunk call).

Feature Activat ed

A feature such as Do Not Disturb is activated.

Feature Cancell ed

A feature such as Do Not Disturb is cancelled.

Feature Not Allowed

There is a restriction preventing you from using this feature, or performing this action.

Reference ♦ 65

Guest Service

Part of the Hotel/Motel Feature package. This prompt appears in several attendant mode operations. Pressing it places the console in Guest Service mode immediately.

Headset or handset r equired for attendant operation

Plug in your headset or handset.

Language selection option not installed

The language you requested is not installed on your telephone system.

Locked out

Indicates a station which is out of service and cannot be accessed or make a call.

Holding Party Locked Out

You have left the caller on Key hold for too long, and the call is returning to your console.

Hunt Group

Indicates that a station or trunk is a member of a hunt group.

Interconnect Failure

There are local interconnect restrictions which do not allow you to connect the requested devices.

Interconnect Rest riction

The caller’s ext ension is pr ogrammed with Inter connect Restr iction. Intercept Handl ing has rerouted the call to your consol e.

Internal

Indicates a call from inside your system.

Invalid Account Code

Verify your Account Code and try again.

Invalid Dialing

Verify what you dialed and try again.

Invalid Number

You attempted to dial an incorrect number. Verify your number and try again.

Modem

You are connected to a modem.

Modem Busy

The modem dialed is already busy.

Modem Call

Confirmation message when you dial a modem.

Modem Group

Indicates that the modem you are conne ct e d to is in a group of modems.

Modem Out of Service

The modem di aled is out of s ervi ce and cann ot be us ed at thi s tim e.

Monitor Busy

The extension y ou are trying to m onit or is alr ead y be ing m onit or ed from anoth er stati on .

MSG Waiting

After pressing the [Check MSG Waiting] softkey, this indicates that the extension has message(s) waiting.

MSG Waiting OFF

Confirmation that you turned off an extension’s message waiting indicator by pressing the [Clear MSG Waiting] sof tkey.

Invalid Trunk Number

You attempted to select an incorrect or out-of-service trunk.

66 ♦ Reference

MSG Waiting ON

Confirmation that you turned on an extension’s message wait ing indicator by pressing the [Set MSG Waiting] softkey.

Must CANCEL before dialing

Press Cancel on the console keypad, and the try dialing again.

Press “Yes” to Confirm Request or “No” to Quit

Press the appropriate softkey.

Must Press Retrieve Key then 1 - 6 or * to Retrieve Held Call. Request Ignored.

Try again, but dial the position number of held call (1-6), or dial * (to retrieve the longest held call).

Network

Shows if you have dialed over a MSDN/DPNSS (Digital Private Network Signaling System) line, which connects 3300 ICPs in a private network.

No Answer

There was no answer at the extension called.

No One on Hold at Specified Hold Position

Verify your position number and try again.

Not Ready

The data call cannot be completed at this time. Try again later.

Operator Absent

If you have chang ed th e st atu s of your console to Operator Absent, this message is displayed in the DEST area of the console of another attendant who calls you.

Out of Service

The device you dialed is not in service.

Overriding

Confirmation message when you override a busy party.

Recall

A previously extended call has returned to your console after a time-out period.

Recall – Busy

A previously extended call has returned to your console because the extension is busy.

Recall - Busy, Camp-on Not Allowed

There is a restriction preventing you from camping a call on to the requested destination.

Recall – No Answ er

A previously extended call has returned to your console because the extension did not answer.

Remove MSG Waiting f or Station # :

Enter the number of the extension from which you wish to remove a Message Waiting notification.

Request Denied

Verify what you’ve just done, and try agai n.

Ringing

The number you dialed is ringing.

Route

You are calling a route.

Page Zone Busy

The zone number you dialed is busy; dial another zone code, or try again later.

Page Zone Unassigned

Verify the number you dialed. If it still doesn’t work, contact your communications department.

Reference ♦ 67

Seized

Confirmation message when you access a trunk.

SUPERSET x...x

The station in question is a SUPERSET telephone.

Select Paging Zone

Enter the number of the zone which you wish to access by the Pager.

Selected Operation Not Being Acknowledged. Request is Abandoned

The telephone system is not processing your request. Try again later or verify you r op er at ion .

Selected Trunk

Indicates that a particular trunk has been selected for use.

Serial

Indicates a caller who wants to talk to several people in succession.

Serial - Busy

The Serial call has returned to your console because the destination is busy.

Serial - No Answer

The Serial call has returned to your console because the destination did not answer before a predetermined period of time.

Serial - Recall

The Serial call you made was successful.

Set MSG waiting f or Station # :

Enter the number of the extension on which you wish to set a Message Waiting notification.

5550 IP Console

You are connected to another 5550 IP Console.

System is in Night Service 1

The call has been rerouted because the system is in Night Service 1.

System is in Night Service 2

The call has been rerouted because the system is in Night Service 2.

System Unable to Complete Selected Operation. Please Try Again

The telephone system is not processing your request. Try again later.

Toll Denial - Illegal Dialing

The caller dialed a toll number wrong, and the call has been rerouted to your console.

Toll Denial - Route Restriction

The caller tried to dial a toll number not allowed in his/her Class of Restriction and the call has been rerouted to your console.

Tone Timer Expired

You’ve been listening to busy or ringing tone for too long and the system has disconnected your call. Cancel the call and try again.

Transferred

The call has been transferred from an internal extension.

Setup DND for Station # :

Enter the number of the extension for which you wish to set up Do Not Disturb.

68 ♦ Reference

Trunk Access Denied

You are not allowed access to the trunk because of your or the trunk’s Class of Restriction.

Unable to Setup or Add to Conference

Either:

• there is a restriction in your COS/COR preventing you from

setting up a conference;

• you have reached the maximum number of trunks allowed in

a conference;

• you have reached the maximum number of conferees allowed

in a conference; or

• you cannot have two attendants in a conference.

Unassigned Direct ory Number

The number you dialed is not recognized by the telephone system. Verify your number and try again.

Wake-up Call Not Acknowledged

Part of the Hotel/Motel Feature package. The guest has not answered the automatic wake-up. (Note: The Hotel/Motel package is an optional feature.)

Wake-up Call - System Error

Part of the Hotel/Motel Feature package. The Wake-up function is not operating properly. Contact your communications department.

You are already using t he selected language. Language not changed.

You made a mistake in selecting the language. Repeat the procedure.

Reference ♦ 69

Telephone Directory

Name Number

Trunk Numbers

Use this table to record the trunk numbers your system uses. Contact your communications department for more information about the trunk numbers.

Trunk Number Use

70 ♦ Reference

Absent, Operator status, 38 Access Codes, programming, 35 Account Codes, 27 Answer call s, 14 Answer key, 14 Answering priority, changing, 28 Application area, 5 Associated data line, 31

Bulletin Board, 27 Busy number, transfer to, 18

Index

Close console. See Conferenc e cal l s, 21 Console

Adjustments, 9 components, 4 Keypad, 6 Keys, 6 Language, 10 Ringer, 9 Screen, 5 Starting and closing, 8

Time, 10 COR (Class or Restriction), 58 COS (Class of Service, 58

Call Answer Priority, 28 Call Block, 50 Call Forwarding, canceling on

extensions, 30 Call Park, 29 Call restrictions, setting for guest

rooms, 49 Callback, 16 Cancel

All features on extensions, 30 Call Forwarding on extensions, 30 Do Not Disturb on extensi ons, 33

Message Waiting on extensions, 36 Check-in/Check-out. See Guest Rooms Class of Restriction, 58 Class of Service (COS), 58 Clear All Features, 30

Data Calls, 31 Day and Night Service, 32 Dialing telephone numbers, 16 DND, 33 Do Not Disturb, 33

Emergen cy call s, 34 Errors

Correcting, 17

Extend calls. See Transfer calls

Feature Access Codes, 35 Features, clear all, 30 Firmkeys, programming, 35

Index ♦ 71

Guest room

Find rooms, 47

Guest Room

Condition status, change, 48 Display/change room information, 46 Occupany stat u s, cha n g e, 48

Guest Rooms

Call Blocking, 50 Call Restrictions for, 49 Check-in/Check-out, 48 Message Register, clear, 51 Monitoring, 50 Reports, printing, 51 Wake-up call s, 48

Handset, 7

Enabling, 10 Volume, adjusting, 10

Headset

Enabling, 10

Volume, adjusting, 10 Hold, place call on, 20 Hunt Groups, 62

Keypad, conso l e, 6

Monitoring

Guest Rooms, 50

Night and Day Service, 32 Non-verified Account Code, 27

Operator Present/Absent status, 38 Override, 37

Paging, 38 Paging Zones, 62 Park, Call, 29 Phone Book, 39 Present, Operator status, 38 Programming Firmkeys, 35

Recalls, 20, 22 Recover, last call released, 22 Rerouted Calls, 57 Retrieve

Calls on hold, 20

Ringer

Mute, 9 Volume, adjusting, 9

Room-to-room calls, blocking, 50

Language, changing on console, 10

Message Register, clear i ng for gu e st

rooms, 51 Message Waiting, 36 Mistakes, cor re ct in g, 17

72 ♦ Index

Scratch Pad, 40 Selective call answer, 1 4 Serial Call, 40 Sofkeys, 7 Softkeys, 4, 5, 14 Speed Call, System, 42

Start console, 8

Status area, 5

Status Display, Trunk Group, 41 System Messag es , 64 System Speed Call, 42 System Speed Call List, 63

Telephone Directory, 70 Telephone numbers, dialing, 16 Time, setting, 10 Tone Signaling, 42 Traffic Monitoring. See Trunk Group

Status Display

Transfer calls, 18

Trunk Numbers, 70 Trunks

Direct access, 17

Verified Account Code, 27 Volume

Headset/H and set , ad ju st in g, 10 Ringer, 9

Wake-up call s. See Guest Rooms

Index ♦ 73

Mitel IP CONSOLE 5550 User Manual 2

Specifications and Main Features

Frequently Asked Questions

User Manual