Mitel SX-50 User Guide

sx-50” ATTENDANT CONSOLE USER GUIDE

ISSUE 1 MAY 1987

CHAPTER 1 OVERVIEW

Welcome . . .

to the SX-50@ System. You will quickly discover just how easy your job can be using the SX-50 Attendant Console.

This book is intended to serve as your guide while you learn about

basic Console operation. Soon you will only need the guide for occasional reference for advanced procedures. Take a few minutes to explore the guide and familiarize yourself with the book and its organization, so that it will be a handy reference tool whenever you need it.

This first section introduces the console hardware. You will learn what

each group of keys does, how to make basic adjustments to volume and display contrast, and how to interpret the displays and procedures in this guide.

Throughout this guide . . .

are illustrations of the display which you should see while performing a procedure. Some parts of the display have been shown in bold type

to draw your attention to specific words. For example, you might see:

INTRODUCTION

1246 2-FEB

Since there are two kinds of keys . . .

(Feature Keys and Softkeys), two different conventions appear.

Feature Keys

Feature keys are indicated by the word shown in bold type. For

example:

0 Press RELEASE

Softkeys

Softkeys are indicated between square brackets. For example:

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Press [RECALL]

CALL BLOCK NIGHT BELL CWI

DIAL0

Overview l-l

CONSOLE HARDWARE

Before operating the console . . .

be sure that the display shows time and date, and the handset is

plugged in to the left side of the console.

The cable required to connect your console to the PABX is located at the’ rear of the console. This cable should be connected by a qualified

system installation person and should not be adjusted by unauthorized personnel.

If any problem occurs, contact your communications department for assistance.

Your Console consists of . . .

a moulded plastic unit which features a two-line, 40-character alphanumeric Liquid Crystal Display, a row of fiwe unmarked Softkeys, three rows of Feature Keys, and a standard telephone digital dial pad. A removable handset plugs into the left side for normal Attendant

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operation.

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l-2 Overview

Figwre l-l Console Hardware

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PROMPTS AND SOFTKEYS

The Liquid Crystal Display (LCD) . . .

is the two-line screen at the top of the console.

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The top line gives information about the extension or trunk to which you are connected, and (during other procedures) may indicate the

number of calls waiting, time, date, and other information, such as

Alarm Status. The second line is used to give “prompts” -- instructions for the five

“softkeys” directly below.

-LCD

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DISPLAV

- SOFTKEVS

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Figure l-2 LCD Prompts and Softkeys

Overview l-3

PROMPTS AND SOnKEYS

The Softkeys are . . .

the row of five unmarked keys right below the LCD. These keys

perform different functions at different times, so their identities are shown by the prompts which appear above them on the LCD.

During normal call-handling, the prompts indicate the types of calls

ringing in (LDN 1, LDN 2, LDN 3, DIALO, and RECALL). When you press the softkey directly below the prompt, you will answer that particular type of call. If a softkey does not have a prompt over it, then pressing the key has no effect.

For example, you might see the following display:

12:Ol 2-FEB cw3

LDNI

In this example, you have three calls ringing you. If you:

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press the first softkey, you will answer the “Listed Directory Number

1” call -- an outside call;

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press softkey 4, you will answer a call from an extension (Dial 0);

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press softkey 5, you will answer a. rr Recall” -- a call that you have already put through but which has returned to you when

unanswered.

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press softkeys 2 or 3, nothing will happen.

..,^

DIAL0 RECALL

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Note: If any of these terms are new to you, refer to the Glossary of

Terms in the last section of this guide.

Overview

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The Feature Keys . . .

provide basic attendant functions. They are the three rows of seven keys on the left side of the console. Four keys in the bottom row (ALARM and the HOLD keys) have small red lamps which flash to draw

your attention to the key and indicate its status.

Some of the keys have a fixed function (that is, all systems are the same). However, seven feature keys are programmable to meet your company’s special needs, so your system may not appear exactly as illustrated below. These keys are:

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TRUNKS

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CALL BLOCK

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OVERFLOW

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PAGE

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WAKE-UP

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MSG REG

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OVERRIDE

FEATURE KEYS

The keys allow you to do whatever their names indicate. For example, ANSWER allows you to answer incoming calls and HOLD lets you place calls on hold. (See next page for details on each).

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Overview l-5

FEATURE KEYS

Feature Key Functions FUNCTION

After pressing this key, you perform additional steps using the telephone keypad for operations such as setting the console date and time, performing maintenance functions, and switching to Night Service.

STATUS

With each key press, various features of the system are displayed: the

software identity and access to Customer Data Entry functions; the number of busied-out devices by type; the console bell and LED test; and the display test.

Function Status Trunks Call Block Overflow

Wake-up Msg Reg Override Message

l-6 Overview

Both swap Release

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Figure l-3 Feature Keys

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TRUNKS

CALL BLOCK

OVERFLOW

PAGE

FEATURE KEYS

Shows the number of trunks busied out (removed from service, usually because of trouble) and lets you identify each one.

Allows the Attendant to prevent extensions from speaking to each

another.

In Night Service, calls to the console are rerouted to one or more alternate answering point(s) (Night Bells for example). Normally, any calls waiting to be answered at the console are automatically rerouted

to the designated answering point(s) if the attendant has not answered

before a pre-determined time. This feature is called Automatic Overflow. The OVERFLOW key allows the attendant to override the Automatic Overflow timer, thereby rerouting

immediately to the alternate answering point(s).

Allows the Attendant to be connected to the paging system, if provided.

incoming calls

CANCEL

Allows you to clear misdialed information or to cancel a call to a

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WAKE-UP

MSG REG (MESSAGE REGISTRATION)

OVERRIDE

MESSAGE

number that is busy.

Allows the Attendant to set a time for a Wake-up call to a particular extension.

Allows the Attendant to read out the number of telephone calls or call

units made from a particular extension.

When pressed and held down, allows the Attendant to override (intrude

into) an existing conversation.

Allows the Attendant to. set and remove a message reminder for an

extension user.

Overview l-7

FEATURE KEYS

BOTH

Allows the Attendant to speak to two calls at the Console at once.

SWAP

Allows the Attendant to speak privately with one caller while holding the other when there are two calls at the Console. Successive presses of SWAP allows the Attendant to alternate between the two-calls.

RELEASE

Used for disconnecting and transferring calls.

BELL

Turns the Console ringer on or off. If the ringer is off, the word “MUTE”

appears on the display. Incoming calls are announced by the “BELL” in

the display, as well as the ringer, if it is on.

NIGHT

Puts the SX-50@ into Night Service in which calls are routed to specially assigned numbers or to Night Bells. The display shows “NIGHT”. Another press returns it to regular Day Service. This key may also be. used to change Night Answer Points for incoming trunks.

ALARM

If the diagnostic system detects a fault, the bell rings and the ALARM lamp flashes. Pressing ALARM silences the bells and displays the alarm

code, which is stored for later examination by the Maintenance

Engineer.

HOLD 1, 2, and 3

Allow the Attendant to place up to three calls to the console on hold.

The key lamp lights to indicate a calf on hold.

ANSWER

Allows you to answer single calls or the incoming call which has been

waiting longest.

‘l-8 Overview

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DIAL PAD/ADJUSTMENTS

The Dial Pad . . .

at the right of the console key area has a total of 16 keys, including a standard 12-key dial pad, and two keys each for ringer volume and display contrast adjustments.

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Figure 1-4 Dial Pad

To Adjust Ringer Volume. and Display Contrast

The keys labeled “Volume A n and “Volume V “, are used to increase or decrease the console ringer volume.

“Contrast A n and “Contrast V u make the display appear brighter or dimmer.

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Press STATUS repeatedly

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Hold it down when- you see:

BELL VOLUME & LCD CONTRAST CONTROL

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Overview l-9

/AD/ADJUSTMENTS

The Console Bell will ring continuously.

0 Press Volume A or Volume V

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OR

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Press Contrast A or Contrast V until desired level is reached.

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Release STATUS

To Turn Off (Mute) the Console Bell

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Press BELL

12:02 2-FEB MUTE

When the bell is muted, you are notified of incoming calls by only a flashing indicator and the softkey prompt. The display shows, for example:

12:02 2-FEB BELL CWI

LDN2

To Turn On the Bell

0 Press BELL

Normal operation resumes, with bell ringing to announce incoming

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calls.

You will find out more . . .

about these and other “housekeeping” functions (such as setting the console time and date) later under Attendant Functions.

l-10 Overview

CORRECTING ERRORS/CLEARING THE CONSOLE

If you make a mistake . . .

while dialing and need to start over:

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Press CANCEL

The system cancels the misdialed call and returns you to where You

were before.

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Dial the correct number.

Hanging Up

On a standard telephone, the handset rests on a bar or switch called

the “switchhook”. When you put the handset down, you depress the

switch and the system knows that you’ve hung up. The console does not have a switchhook, so you need to show the system that you’ve hung up and are free to take new calls.

To Disconnect a Caller and Free the Console

When you are ready to hang up,

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Press RELEASE The display clears and then shows time and date, indicating that the console is free.

12:02 2-FEB

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Overview

1-11

SOME DEFlNlTlONS

Before you start - . .

there are a few terms that you need to understand so that you know what the system is doing and what the displays mean.

Access Code

This is a number dialed from the console dial pad or from an extension to activate a particular system feature. For example, you dial an access code to call a Hunt group.

Extension, or Internal Line

Each telephone in the system is called an extension and is given an extension number. These appear on the display as “EXT-123” and so on. Extensions can be either standard rotary dial or push-button phones, or special SUPERSET@ feature phones.

Trunk

Trunk is the general name for both Outside Lines and Tie Trunks. It is any line that connects your system to a local exchange or another private system.

Outside, or External Line

This is a line that connects your system to the local telephone

exchange, and therefore to the public telephone network.

Tie Trunk

This type of line directly connects your system to another telephone

system owned by your company or organization. You do not have to

use the public telephone network to dial this location, and the general

public usually do not have access to the line.

Incoming Trunk Calls

Depending on what type of call it is, an incoming call is put into one of

three possible listed directory numbers (LDN’s) which appear at the

console display as LDN 1, 2, or 3. One of your LDN’s could consist of numbers used by the general public, another for trunks connecting your telephone system to several other PABX’s owned by your company. You may have instructions on the specific manner in which

to answer calls depending on the LDN on which they appear.

Trunk Equipment Number

Every trunk is given a unique number within your system so that it can be identified from other trunks that may all share the same outside

telephone number. The trunk number appears in the display as, for

example, “TRK- IO”.

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1-12 Overview

CHAPTER 2 BASIC CALL HANDLING

INTRODUCTION

In this chapter you will learn . . .

how to make, answer and extend calls, and what to do when a

destination is busy or unanswered. This information will be sufficient

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The basic call handling keys . . .

for most of your daily tasks.

that you will need are the following:

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Softkeys -used to selectively answer calls from different sources;

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ANSWER - used to answer calls on a “first come, first served” basis;

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BOTH and SWAP - used to speak simultaneously to two callers, and alternate between them;

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CANCEL - used to cancel a misdialed call, invalid function or invalid entry.

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RELEASE - used for connecting a call to a destination and for hanging up; .

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Dial Pad - used to dial telephone numbers and enter access codes.

Basic Call Handling 2-l

ANSWERING INCOMING CALLS

When a call comes in . . .

to the Console, you are alerted to it by either the ringing bell or flashing display. The number of calls waiting to be answered is shown

in the upper right corner of the display, and the softkey prompts indicate the kinds of call.

Your display may show, for example:

12:02 2-FEB

LDNl LDN2

DIAL0

BELL CW3

You can answer a call either by pressing the ANSWER key or by

selecting a particular softkey. Your company may have different greetings for different categories and may prefer you to use Selective

Answer.

Figure 2-l Basic Cdl Handling Keys

2-2 Basic Call Handling

KAO457ROEO

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The ANSWER Key . . .

lets you answer a single call or the longest waiting call in all categories on a “first come, first served” basis.

For instance, if a single internal call is waiting, you will see:

12:02 2-FEB BELL CWl

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Press ANSWER to be connected. The display will show information on the source of the call, such as:

EXT-213 TALK

Selective Answer

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Press the desired softkey to be connected to the longest-waiting call of that type. The “CW”

display remains to remind you that other calls are still waiting.

Information about the caller is displayed, such as:

ANSWERING INCOMING CALLS

DIAL0

TRK-12 TALK cw2

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Greet the caller

LDN3

DIAL0

0 Extend and RELEASE the call

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Use Selective Answer to handle the remaining calls

Basic Call Handling 2-3

EXTENDING CALLS

Once you have answered a call . . .

you will usually connect the caller to -an extension. This is known as

“extending” the call.

To Connect a Call to a Free Extension

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Dial the extension number

You hear ringing, and the display shows the extension number.

Meanwhile, the outside caller is held for you without a speaking

connection. For instance, you will see:

EXT-252 RING TRK-12 HELD

@ Press RELEASE

You hear silence and the call is released from your Console and connected to the ringing extension.

Even if an extension is busy . . .

you can release the caller to wait until the line becomes free. This is called a “Camp On”. Two short beeps notify the extension user that a caller is waiting. The extension user can then hang up and answer the

waiting call.

2-4

Note: If the extended call is not answered after a programmed period

of time, it returns to the console as a Recall (see EXTENDING CALLS/RECALLS).

Basic Call Handling

Announcing A Call

When extending a call, you may wish to wait for the extension to answer and announce the caller. Thus, the extension user knows it is an outside call, and you know that the caller has an answer and will

not be returned to you as a recall. However, when you are busy with several calls, you may not wish to

announce each one. This is when the recall feature is of benefit.

To Announce a Call

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Dial the extension You hear ringing

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Wait until the call is answered

The display shows you’re talking to the extension user, and the outside

call is still held:

EXTENDING CALLS/CALL ANNOUNCE

EXT-252 TALK

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Announce the call

TRK-12 HELD

Then, if the extension user wishes to take the call,

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Press RELEASE

to release the Console from the connection, leaving the outside caller

connected to the extension. If the extension user does not wish to take the call,

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Press CANCEL to hang up the extension and leave you connected to the outside caller.

Basic Call Handling 2-5

EXTENDING CALLS/SWAP

Alternating Between Parties

When you reach the called extension, you may be told that the person to whom the caller wishes to speak is absent. You will then want to

return to the held caller to find out if there is another person to

contact, or to get more information.

Press SWAP

You are now talking to the outside caller while the extension he/she

asked for is on hold. The display shows:

EXT-252 HELD TRK-12 TALK

Press SWAP again

to return to the held party.

EXT-252 TALK TRK-12 HELD

Each time you press SWAP you reverse the calls. The held party can never hear you or the party to whom you are speaking.

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Press RELEASE

to leave the conversation and connect the two parties.

Note: If the party to whom you are currently speaking hangs up, you

will automatically be connected to the held party.

2-6 Basic Call Handling

To Speak to Both Parties (Conference)

You may want to speak to both parties at the same time. Once you have a connection to one, and the other on temporary hold,

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Press BOTH

The display shows you’re speaking to both callers.

EXTENDING CALLS/BOTH

EXT-252 TALK

At this point, you may:

0 Press RELEASE

to remove the Console from the call, leaving the other two connected.

Or press SWAP again

to talk to one party only.

Note: After pressing SWAP, check the display before speaking to see

which party the system has connected to you. You might need

to press SWAP a second time to reach the other party.

TRK-12 TALK

Basic Call Handling 2-7

EXTENDHUG CALLS/RECALLS

If a call remains unanswered . . .

after you release it, the system returns it to the console after a programmed period of time (typically 20 seconds or six rings). This is known as a “recall”.

The display will show, for instance:

12:03 2-FEB BELL CWl

Note: Whenever a call recalls your console because the hold timer

has expired, the corresponding hold indicator will flash and

[RECALLI

hold key flashing, the call is returning to your console because

the called extension did not answer.

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Press [RECALL]

Or ANSWER to be reconnected to the caller and reminded that it is a recall.

is displayed. If [RECALL] is displayed without any

RECALL

TRK-12 TALK EXT-252 RECL

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Talk to the caller You have a number of choices at this point. You may:

e Press RELEASE

to try the same extension again, and release the console from the

connection Or dial a new extension and RELEASE Or press CANCEL

Or place the caller on Hold (see HOLD) Or page the person wanted (see PAGE) Or set a message notification (see MESSAGE WAITING)

Note: These last three procedures are explained in detail in Advanced

Call Handling.

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2-8 Basic Call Handling

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So far . . .

To Call an

OUTSIDE CALLS

we’ve dealt with answering calls and extending them to extensions. You can also use the console to make outside calls as described here.

Outside Number

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Dial the Trunk Group Access Code (usually 9 - fill in the code used in your organization below)

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The system connects you to an available

tone.

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Dial the outside telephone number (including area code, if needed)

The display shows the number dialed, preceeded by the trunk access

code.

TRK- 19 96135922122

The call is routed, and you hear ringing (or busy) when connected.

When the called party answers, the following is displayed: TRK-12 TALK

If the Outside Number is Busy . . .

you will hear busy tone. You cannot “Camp-on” to a busy outside line,

so you must hang up and redial later.

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Press CANCEL

The display clears.

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Try again or press RELEASE

trunk. You may hear dial

The system’s Last Number Redial feature can be used to save time when you dial later (see next page).

Basic Call Handling

2-9

Mitel SX-50 User Guide

CONTENTS

CHAPTER 1 OVERVIEW

CHAPTER 2 BASIC CALL HANDLING