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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KAB455ROEC

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

KAO456ROEO

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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

:

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

OUTSiDE CALLS

If all the Trunk Group lines are busy . . .

with extension users making and receiving outside calls, you will hear

busy tone, and you will see (for instance):

LEV-9 BUSY

In an emergency, you can free a trunk and gain access- to it. (See Trunk Emergency Release 4-27.)

Normally, you will just abandon the call:

0 Press CANCEL

Or RELEASE

to hang up

Note: Your company may have Tie Trunks, which are private lines

connecting your location to another company location. You do

not usually have to dial a separate trunk access code to call

over a Tie Trunk. This is because the code has already been

incorporated into the numbers you were given for the other location, and the system interprets the code by itself. Normally you will just dial the extension number at.the other location.

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2-10 Basic Call Handling

OUTSIDE CALLS/TIME SAVERS

Save time when dialing outside numbers. . .

by using Abbreviated Dialing or Last Number Redial.

Abbreviated Dialing . . .

lets you call frequently dialed outside numbers using only 3 to 6 digits.

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Enter the Abbreviated Dialing number (3-6 digits) While the system dials the number for you, the full number programmed is displayed; you might see, for example:

TRK-05 96135922122

Contact your communications department for a list of the Abbreviated Dialing numbers you can use, and record them in the Reference section of this guide (page 5-3).

Note: You can use the console to enter Abbreviated Dialing numbers

into the system memory. For more details, see Abbreviated Dialing (4-3).

Last Number Redial

The system stores in its memory the last outside number dialed from the dial pad, and you can save time by having it redial this number.

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Dial #

. OR

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Dial the Abbreviated Dial Access Code, followed by “0”

While the system redials the last outside number, the display shows the number being dialed; for example:

TRK-05 96135921234

Basic Call Handling 2-11

OUTSIDE CALLS/EXTENSION ASSISTANCE

Making an Outside Call for an Extension

Sometimes you may be called upon to place an outside call on behalf of an extension user. This may be for users who do not have direct access to outside lines from their phones; or busy managers may ask you to call someone for them and connect them once you have the caller on the line.

THE CALLER IS WAITING ON THE LINE TO BE CONNECTED TO THE CALLED

PARTY

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Dial the trunk access code and the desired number

The extension user is now on consultation hold.

Once you have reached the person you want and have announced your call

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Press RELEASE

to release the extension user to the called party.

If you hear busy tone after having dialed the external number

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press CANCEL You will be automatically connected to the caller. Tell him/her that you will have to try later.

THE CALLER WANTS YOU TO CALL RACK ONCE THE CALLED PARTY IS ON THE

LINE

0 Dial the trunk access code and the desired number

Once you have reached the person you want and have announced your call

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Dial the extension user and announce the call

0 The outside party is now on consultation hold.

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Press RELEASE

to leave the extension connected to the outside call.

If you hear busy tone after having dialed the external number

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press CANCEL

Try again later.

2-12 Basic Call Handling

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OUTSIDE CALLS/EXTENSION ASSISTANCE

THE EXTENSION USER WISHES TO DIAL THE NUMBER AFTER YOU HAVE SEIZED THE TRUNK FOR HIM/HER

With the extension on hold

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Dial the trunk access code (see NOTE below)

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Press RELEASE

The extension user can now complete the number.

Note: If the Automatic Route Selection feature is enabled on the

system, your Communications Department will let you know the exact number of digits you will have to dial after the external access code in order to seize a trunk.

Basic Call Handling 2-13

CHAPTER 3

ADVANCED CALL HANDLING

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Now that you know the basics . . .

of call handling (answering, extending, and making calls), you can go on to more advanced procedures.

These procedures are just as simple to perform as basic call handling. They involve six of the Feature Keys:

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HOLD 1, 2 and 3 - to put a caller on Hold while you perform another

task;

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MESSAGE - to set or cancel a “Message Waiting” indication on an extension user’s telephone;

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OVERRIDE - to intrude into an existing conversation;

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PAGE - to use your company’s public address system.

INTRODUCTION

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KAo459ROEO

Figure 3-l Advanced Call Handling

Advanced Call Handling 3-1

HOLD AND RETRIEVE

There will be times . . .

when you will not be able to connect an outside caller immediately. The hold system allows you to deal with situations like this. A caller can remain connected to the console, but not connected to you -leaving you free to do something else such as paging the person the caller wants to talk to.

You use one of the three HOLD keys to both put a call on hold and

retrieve it. Each key has a red lamp which indicates the state of the calls held: unlit when no call is held; steadily lit when a call is on hold; flashing when a held call is recalling (has been left beyond a set time).

Up to three calls can be on hold at the console at the same time. While

on hold, the caller cannot speak to anyone. Internal callers hear silence while external callers hear either silence or music (if Music-on-Hold is

part of your system).

Hold should not be confused with the way a call is held temporarily while you dial another number.

To Place a

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,

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Call on Hold

TRK- 12 TALK

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Tell the caller that he or she is being held for a while

Press an unused HOLD key

(the red lamp must be unlit).

HELD ON-451

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The held call access code appears while you press the hold key (in our

example, the code is the default 451 for HOLD 1). The red lamp above

the chosen key lights up, showing that it is holding a call. The lamp

remains lit while you,

Continue call handling

until you can deal with the call,

Or page the extension user

to pick up a call on hold at the console. See Console Hold Pickup 3-4.

Note: If you leave a call on hold for longer than the time limit allowed

(chosen by your company at installation, and usually 30 to 70

seconds), the held call “recalls” to the console. The hold key lamp starts to flash and the bell rings. A call waiting is

3-2 Advanced Call Handling

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indicated.

To retrieve a call from Hold

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Press the chosen HOLD key

(with the red lamp steadily lit) The red lamp goes out and the held caller returns to the console.

TRK-12 TALK

Note: If a held caller hangs up before being retrieved, the red lamp

goes out and the system frees the HOLD key for your use again.

To connect a held caller to an extension user

Once the caller is on hold and the lamp is steadily lit,

HOLD AND RETRIEVE

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Call extension user and announce the held call

EXT-321 TALK

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Press the chosen HOLD key and announce the extension user

The key lamp goes out, and you can speak with the outside caller.

TRK-12 TALK EXT-321 HELD

*

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Press RELEASE to connect the two and release the console.

If there is no need to announce the call . . .

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Press flashing HOLD key to retrieve the original held call

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Dial the extension number

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Press RELEASE

to connect the two.

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Advanced Call Handling

3-3

HOLD AND RETRIEVE/CONSOLE HOLD PICKUP

Console Hold Pickup

When you have a call on hold, you can page the extension user, who then dials an access code to retrieve the held call. The access codes

are programmable. If, for instance, you have a caller who wants to speak to Janet Young,

but she is not at her extension, you could place the outside caller on hold (HOLD 2) while you page her.

When you pressed the HOLD key, the display showed the access code:

HELD ON-452

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Press PAGE

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Announce the hold pickup number

For example, “Janet Young, please dial 452.” When she dials 452, which is the console pickup code for HOLD 2in

our example, the system connects her to the held call and the hold lamp goes out.

If the paged person does not call to pick up the held call, the lamp stays on until the held call recalls to you.

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3-4 Advanced Call Handling

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MESSAGE WAITING

You will sometimes have to take a message . . .

for an extension user, then set up a message waiting indication on their telephone set. A SUPERSET qTM user is notified by a small “MSG” on the SUPERSET 4 display; on standard telephone sets, the indicator is either a periodic ring or a flashing lamp.

To Set A Message Waiting Indicator While Connected to the Extension

Remain connected to the busy/unanswered extension Press MESSAGE

The display briefly shows that the indicator has been set up:

When you

To Cancel

Extension

EXT- 123 MSG-ON

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Press CANCEL

TOTAL MSG 001

if you put the caller on Consultation Hold and want to retrieve him/her. OR Press RELEASE

Normal operation resumes. The extension receives message waiting notification.

answer a call from an extension with “Message Waiting” . . .

you will see the “MSG” reminder instead of the usual “TALK”

EXT-252 MSG

l

Deliver the message

a Message Waiting Indicator while you are Connected to the

0

Press MESSAGE

The display briefly shows that the indicator is off:

EXT-252 MSG-OFF TOTAL MSG 000

.:

-,.t

l

Continue the call.

Note: If a SUPERSET 4 user cancels the message notification on

his/her set, the notification will also disappear at the console.

Advanced Call Handling 3-5

MESSAGE WAITING

You can also review, set up or cancel . . .

any or all message indications while your console is idle.

To Review the Extensions with a Message Waiting

While the console is idle,

l

Press and hold down MESSAGE You will see the number of extensions with messages waiting, and the actual extension numbers. For example, if there were 12 messages Set, you might see:

EXT-NUMBER ? TOTAL MSG 0012

201 203 204 211 217 218 229 233

As you can see, this only gives you the identity of eight of the 12 extensions, so to see the rest . . .

l

Continue to hold down MESSAGE

l

Press FUNCTION if there are more numbers to display. Now you would see:

EXT-NUMBER ? TOTAL MSG 0012

246 252 253 271

,+a Release MESSAGE

to return to idle display.

You can set and clear . . .

specific message waiting indications from the idle console by entering

1 to set and 0 to clear.

To Set Up a Message Waiting Indicator .

l

Press and hold down MESSAGE

to see the list of all current indicators.

3-6 Advanced Call Handling

/

MESSAGE WAITING

Dial the desired extension number

The display shows that the extension does not have a message

waiting. For example:

EXT-200 MSG-OFF

201 203 204 211 217 218 229 233

Dial 1

to turn on the message waiting indicator for that extension.

EXT-200 MSG-ON TOTAL MSG 0015

200 201

Release MESSAGE

a Message Waiting Indicator

Press and hold down MESSAGE

to see the list of all current indicators.

Dial the extension number desired

The display shows that the extension has a message waiting. For

example:

1 EXT-200 MSG-ON TOTAL MSG 0015 1

200 201 203 204 211 217 218 229

Dial 0

to turn off the indicator for that extension.

EXT-200 MSG-OFF TOTAL MSG 0014

201 203

203 204 211 217 218 229

204 211 217 218 229 233

TOTAL MSG 0014

Release MESSAGE

Advanced Call Handling 3-7

OVERRIDE

Sometimes you might have an urgent need . . .

to speak to an extension user, but when you dial the number, you find the person is already engaged in a call. If absolutely necessary, you can override (intrude into) this conversation and talk to the extension

user. When you override, both parties in the conversation can hear

what you say.

Let’s assume you have an urgent message for an extension user, but

you hear busy tone and see this display:

EXT- 123 BUSY

l

Press and hold down OVERRIDE All the parties in the conversation hear a beep (repeated every six seconds), and see:

EXT- 123 OVRD

l

Speak to the extension user

Both parties in the con.versation hear what you say.

I

Release OVERRIDE

Press RELEASE to disconnect you from the conversation. Normal operation resumes.

Note: Some extensions may be protected against Override. When you

try to intrude on such an extension, you hear Error/Reorder tone (fast busy tone) and the system does not connect you.

I,:, : ..,

:

3-a Advanced Call Handling

If your organization has a paging system . . .

you can use it to broadcast announcements through the building. YOU

can also use it to page people to pick up a call on hold at the console.

To use the Paging System

l

Press and hold down PAGE

The display shows you are connected to the paging system and can

make an announcement:

PAGER

l

Make the announcement

l

Release PAGE

Normal operation resumes.

Note: If the word “PAGE” appears in your display at any other time, it

means that an extension user is using the paging system. If you press PAGE at this time, you will cut the person off from the paging equipment, as you have priority of use. You also cut off any background music if your company has this.

PAGING

Advanced Call Handling

3-9

CHAPTER 4

ATTENDANT FUNCTIONS

“Housekeeping” tasks . . .

will occasionally have to be performed using the console. These are

tasks that are not directly related to call handling, but concern either

your console and its operations or your company’s telephone operation. You have already learned how to do some of these tasks, such as turning the console bell on or off. In this .chapter, you will learn several other functions. The keys that you will be using are shown below.

INTRODUCTION

Function Status

Trunks Call Block Ovarflow

Function Codes . . .

need some explanation. Many of the Attendant Functions described in

this chapter can be performed using their own Feature Key, but others

involve the combined use of the FUNCTION key and a 2-digit access

code. (Some functions -- Night Service, Call Block, Wake-Up -- can be

performed using either a key or an access code.) Maintenance personnel also use the FUNCTION key and access codes,

but you do not need to know them.

A table of the codes you can use is provided on pages 5-6 and 5-7.

KAO458AOEO

Figure 4-l Attendant Function Keys

Attendant Functions

4-l

INTRODUCTION

To help you find . . .

what you need quickly, this chapter gives an alphabetical listing of the various functions and procedures.

4-2 Attendant Functions

: :: :.,:.

:,

:

ABBREVIATED DIALING

To save time . . .

when dialing long or frequently used numbers, both you and extension

users can use the Abbreviated Dialing feature. The system is programmed to substitute the full number stored in its memory for the

short number you enter. You can enter and change the numbers programmed in the

Abbreviated Dialing memory. Let’s look at a typical Abbreviated Dialing number so that you will

know what you are entering. The Abbreviated Dialing number, “5512”

for example, contains two parts. The first two digits (55) represent the

access code that tells the system you want to use the abbreviated

dialing feature. The other two digits tell the system which number from its list you want it to dial. The list can have 60 entries, numbered from 10 to 69.

So, if you dial “5512”, your system might show:

TRK-07 96135922122

I I

The system gets the instruction to go to the abbreviated dialing list

(“55”), it looks at entry “12” -- which happens to be 9-613-592-2122.

Note that if the number is an outside telephone number, the trunk

group access code (9) must be included in the entry. The 60 entries can each have up to 26 digits, which covers even the

longest international numbers you are likely to need.

Note: Your company may use an Abbreviated Dialing Access Code

other than “55”.

To Look at an Abbreviated Dialing List Entry (Without Changing It)

l

Press FUNCTION

l

Dial 60 The question mark flashes to prompt you to dial the entry number.

VIEW ABBREVIATED DIALING ENTRY ?

Attendant Functions 4-3

ABBREWATED DIALING

l

Dial the entry number to be viewed The entry number appears with the full number entered, or a blank if there is not a number. You might see, for example,

12-

I

l

Press RELEASE to return the console to its idle state.

To Enter an Abbreviated Dialing Number into the System

l

Press FUNCTION

l

Dial 65 The question mark flashes to prompt you to dial the entry number.

CHANGE ABBREVIATED DIALING ENTRY ?

l

- Dial the entry number (2-digits, from 10 to 69)

l

Dial the full telephone number

(including access code and area code, if needed)

Note: If you make an error during entry, press CANCEL to clear, then

start over.

Entry number and full telephone number appear:

12-96135922122

I

l

Press RELEASE

to return to idle display. The system has now stored the number in its

memory for you and the extension users.

I

To Delete An Abbreviated Dialing Number from the System

l

Press FUNCTION

l

Dial 65

The question mark flashes to prompt you to dial the entry number.

CHANGE ABBREVIATED DIALING ENTRY ?.

4-4 Attendant Functions

1 :

ABBREVIATED DIALING

l

Dial the 2-digit entry number to be erased Entry number appears with the rest of the display blank.

12-

I

:;

l

Press RELEASE

I

to return to the idle console. The system has deleted the number from

its memory. Nothing will happen now if you or an extension user dial

“55 12”.

Attendant Functions 4-5

ALARMS

Whenever the system diagnoses a fault . . .

in its operation, however slight, it gives you warning as an alarm. In some cases, the system takes part of the equipment out of service (“busies-out” the equipment) to minimize the effect of the fault on the operation of the rest of the system.

The types of faults which may occur fall into the following categories:

l

Total Power Failure

l

Console Faults

l

Minor Faults

Let’s look at each of these faults and how to deal with them.

Total Power Failure

If there is an electrical supply failure, the console display goes blank and you will have no response to any key you press. Under these conditions, the system may change, if so programmed, to a mode of operation called “Power Failure Transfer”. This means that the system

connects a number of preselected extensions directly to outside lines from the local public telephone network. You may have one of these emergency telephones to use to call the maintenance department, for example.

When the power supply returns, the system resumes operation, but the time and date need to be reset. (See Setting Time and Date 4-22.)

Note: If the system exhibits the signs of power failure, but you know

that the electricity has not failed, there must be a fault inside the system. Inform your communications department or

maihtenance personnel immediately.

Console Faults

A fault might occur that would make it impossible to use the console.

During system diagnostics, the display will show:

NO COMMUNICATION

In this case, the system goes into Night Service, with trunks routed to

the night answer points.

4-6 Attendant Functions

l

Use an extension to report the problem to your communications department or maintenance personnel.

Console Reset

When the console is plugged in, the alarm message

CONSOLE RESET

ALARMS

I

appears briefly in the display. If this ever remains more than a seconds,

l

Pull out handset or headset plug

l

Plug it in again to see if it clears the fault.

If not, the system remains in ‘Night Service.

l

Use an extension to report the problem

to your communications department or maintenance personnel.

When the system is first switched on

The console displays

NO COMMUNICATION

t

during a few seconds, after which the time and date are displayed.

Minor Faults

Faults of a minor nature need to be corrected, but generally do not prevent your continued operation of the system.

When the system detects a minor fault it carries out any corrective

action, and then sends an alarm to the console. The bell rings (except if you have muted it) and the red lamp above the ALARM key flashes.

few

You must find out what the alarm is and report the fault.

Attendant Functions 4-7

ALARMS

To Read and Report an Alarm

l

Press and hold down ALARM The bell stops, the lamp stops flashing but remains lit, and the display

shows the alarm number and message. For example, you might see:

A 11 0017 NO TRUNK SEIZE ACK. 03/01

I I

This message tells maintenance personnel that alarm number 11 has occurred: trunk equipment number 17 (in slot 03, circuit 1) is busied out.

Note: You do not need to know the real meaning of the alarm

message. However, you might be asked to record exactly what

you see on the display, in the case that your system is not

hooked up to a printer.

l

If required, note the complete message displayed

l

Release ALARM

The message disappears but the red alarm lamp remains steadily lit

until the fault is corrected. The date is displayed, unless the system has busied-out any part of the equipment, in which case “BUSY OUT” is displayed until the piece of equipment is returned to service.

I

.

l

Telephone the alarm message to your communications department or maintenance personnel.

Note: If your system has a printer attached, it can be used to obtain a

printed record

of the alarm

messages. See

PRINTER

CONTROL/ALARM RECORDS for more details.

1: : . .

.:

4-8

Attendant Functions

If you have a public address system . . .

set up with links to your telephone system, it is possible for background music to be played through the paging loudspeakers and

to be turned on or off from the console.

To Turn Background Music On

l

Press FUNCTION

l

Dial 17

The display briefly shows:

MUSIC-ON

I

The display reverts to its idle state and background music is playing.

To Turn Background Music Off

l

Press FUNCTION

0 Dial 18

The display briefly shows:

BACKGROUND MUSIC

1

I

MUSIC-OFF

I

Display reverts to idle, and background music is turned off.

Attendant Functions

4-9

The Console Bell . . .

that announces incoming calls can be turned off, if desired. You will

still be advised of incoming calls by the flashing softkey prompts and the word “BELL” in the display.

To Turn Off (Mute) the Console Bell

l

Press BELL

If a call comes in that would normally ring the bell, it remains quiet,

but you see a flashing indicator, and the softkey prompt lights. The

display shows, for example:

MUTE

1202 2-FEB

To Turn On the Bell

l

Press BELL

Normal operation resumes, with the bell ringing to announce incoming

calls.

DIAL0

BELL Ctil

,.’ : _.

.’ :.:

4-10

Attendant Functions

: :

:

:‘<

s

This feature prevents certain extensions . . .

from making calls to other specified extensions. This feature has particular application in Hotels and Motels. A blocked extension can only dial unblocked

You cannot change

extensions, the operator, or external numbers. the list of blocked extensions, but you can turn the

feature on or off.

To Turn On Call Block

l

Press CALL BLOCK

The display shows

blocking to be on, with the rest of the system

operating normally.

12:06 l-JAN CALL BLOCK

To Turn Off Call Block

l

Press CALL BLOCK

The message disappears, and all extensions now operate normally.

CALL BLOCK

Attendant Functions 4-11

MESSAGE REGISTRATION

The system keeps track of the number . . .

of local call units made from each extension (or room, as in a hotel/motel operation). The unit information provided by the Message Register can be used to calculate the total cost of outside calls to be charged to the extension/room.

You can read the individual message register while speaking with the extension or while the console is idle, and print out the contents of the register. You can also clear and reset the message register.

To Read the Message Register while Talking to the Extension

l

Press and hold down MSG REG

to display the call units in the register while you speak with the

extension user. For example, you might see:

0012 UNITS

1

Note: Please note that the display does NOT show the number of

calls, but the number of call units. One call may represent several call units.

,

l

Release MSG REG

to return to normal operation.

io read the Message Register while the console is idle

l

Press and hold down MSG REG

The display prompts you for an extension number:

EXT-NUMBER ?

I

l

Dial the desired extension number

to see the call units for that message register:

0012 UNITS

l

Release MS6 REG

to return to normal operation.

4-12 Attendant Functions

i .; .., :

i,

; ~

:.

;

MESSAGE REGISTRATION

To Clear and Reset the Message Register

l

Press and hold down MSG REG

l

Dial the desired extension number

to display the number of units currently used.

l

Dial 0 to clear the meter and have it start numbering again from zero.

l

Release MSG REG

to return to normal operation.

See MESSAGE REGISTER PRINTOUT (4-16).

The message register may also be used . . .

to prevent individual stations from making external calls, on a temporary basis. If your Class of Service alows you to do so,

Press FUNCTION. Dial 22

To release

VIEW MESSAGE REGISTRATION FOR EXT- ?

l

Enter the number of the extension that you want to prevent from making external calls.

l

Dial 9

2029999

I

In our example, extension 202 is now prevented from making any external call, until you release the restriction.

the restriction on external calls for an extension

l

Press FUNCTION

0

Dial 22

l

Dial the number of the extension Dial 0

The extension can now make external calls.

Attendant Functions

4-13

NIGHT SERVICE/UNATTENDED OPERATION

When an Attendant is not on duty . . .

the system is put into Night Service. Outside calls that normally ring at the console then ring at an alternate answering point. The alternate

destination could be an extension, a hunt group, the ring group or a night bell. When the system is programmed, each outside line and

extension can be given its own destination, and groups of outside lines

and destinations can share the same destination.

A call to a night bell can be answered by anyone who hears it ringing. The person dials the night pickup access code (called a TAFAS code: “Trunk Answer From Any Station”) to be connected to the call. Depending on the way your system is programmed, any DIAL 0 calls (to the attendant) may be similarly diverted.

During Night Service, the console can still be used to make outgoing calls, and for other operator functions.

To Activate Night Service

l

Press NIGHT Incoming calls will now ring at Night Answer Points (extensions, the Night Bell or the console). The display shows:

112:07

I

Tb restore normal daytime operation

l

Press NIGHT

The system restores Day service and incoming calls ring the console as usual. The normal idle display shows.

Note: Removing the handset or headset plugs from their socket will

automatically activate Night service. To restore normal operation, plug handset in again. “Night” will still show in the display, indicating that you are still in Night Service. Press NIGHT to return to Day Service.

Flexible Night Service

To cater to changes in operation under unusual circumstances, you

can alter the night answer points.

NIGHT

1

4-14 Attendant Functions

:

NIGHT SERVICEhJNAlTENDED OPERATION

To Change the Night Answer Point

l

Press and hold down NIGHT to display the currently programmed Night Answer Point. For instance, you will see:

TRK-09 NIGHT ANSWER POINT BELL-57

At this point, you may want to change the night answer point for a different trunk:

l

Dial * until the desired trunk equipment number is displayed Note: After you enter the equipment number, the system is in Night

Service. Press NIGHT to put the system in day mode.

The current night answer point flashes, to prompt you to change it.

l

Enter the new answer point (your communications department will give you the necessary number)

The new Night Answer Point will be displayed: ITRK-09 NIGHT ANSWER POINT EXT-201

1

Attendant Functions 4-15

OVERFLOW

Sometimes you have so many incoming calls . . .

that you are overwhelmed trying to deal with them properly. Or you

may need to be away from the console for a short time. Overflow lets you deal with both these situations by temporarily diverting all calls

from the console to a programmed alternate answering point.

To Activate Overflow

l

Press OVERFLOW

The system is in overflow mode, and extension users are now able to

dial the TAFAS code to answer the calls that are ringing the console.

The display shows:

12:05 2-FEB TAFAS

Note: During the time the overflow is activated, all calls will still be

displayed at the console, so you can see what is going on. This allows you to intervene and answer particular calls if you wish.

To Restore Normal Operation

l

Press OVERFLOW “TAFAS” disappears from the display. The system returns to normal, and extension users are no longer able to answer calls ringing your console by dialing the TAFAS code.

Note: TAFAS (Trunk Answer From Any Station) is the term for the

special pickup code to be used by extension users answering overflow calls. Fill in the TAFAS access code used in your organization in the box below.

4-16 Attendant Functions

I.

PRINTER CONTROL

If a printer is attached . . .

to your system, you can obtain permanent records of a number of the

system’s features. You control the printer by dialing a code after

‘. : ._ : L

pressing FUNCTION. See Attendant Function Codes in Chapter 5.

The following types of printout are available (but note that your

system may not have all these features):

l

Alarm Records

l

SMDR reports

l

Data Dumps

l

Message Register

l

Wake-up Records

SMDR reports and Wake-Up Records are printed out automatically and do not concern you; however, you might be asked to control the printer to print out message register contents, alarm records or data dumps.

The same printer is used for all types of printout. The system can store

printout information in its memory (said to be in the print queue) and

send the print command after any current printing has finished.

General Printing Commands

This section tells you how to control the printing process. It does not give instructions for turning the printer on and off, loading paper and changing ribbons, and so on --for these you have to see the manual that came with the printer itself. We assume that the printer is ON, has enough paper and is ready to print as soon as the telephone system gives it the message to begin.

Three commands control printing:

l

SUSPEND PRINTING - means stop sending information to the printer,

and put this information in a queue instead so that it can be sent when printing is restarted. You might need to do this, for example, when the printer has run out of paper and you need to add more.

l

PURGE PRINT QUEUE -

so that it stops printing entirely.

l

RESUME PRINTING - causes information to be sent to the printer again; if there is anything in the print queue, this information is sent first.

removes all information from the print queue

Attendant Functions 4-17

PRINTER CONTROL/MESSAGE REGISTRATION

To Control

Printing

l

Press FUNCTION

l

Dial 75 The display shows that system is ready to receive a printing command:

PRINT OPTION ?

l

Dial *to SUSPEND PRINTING Or dial 0 to PURGE PRINT QUEUE Or dial # to RESUME PRINTING

The system carries out the command and returns to idle console.

To Print Message Register Contents

l

Press FUNCTION

l

Dial 73

The display briefly confirms that the system has accepted the

command:

1 MESSAGE REGISTRATION AUDIT

4-18

Display then returns to normal operation while the contents of the message register prints.

Note: If the printer does not start to print the message register, try

entering the RESUME PRINTING command (#). .

The register contents printed out give the extension number, and call

units currently registered.

Attendant Functions

Printing Alarm Records

You can print out a record of minor alarms for use by maintenance

personnel.

Three commands control alarm printouts:

l

PRINT ALARM RECORDS AS THEY OCCUR - each time the system’s diagnostic feature detects a fault, it records the alarm message and

the time of the alarm.

l

STOP ALARM RECORD PRINTING - alarm records are not sent to the printer, but alarm indications still appear at the console.

l

PRINT ALL STORED ALARM RECORDS - all alarm records for uncleared faults still affecting the system are printed out.

To Control Alarm Record Printing

l

Press FUNCTION

l

Dial 90

The system waits for a command, showing:

PRINTER CONTROL/ALARM RECORD

PRINT ALARM BUFFER OPTION ?

l

Dial 1 to PRINT ALARMS AS THEY OCCUR For example:

ALARM 04/l 5 8:48 0 010 0026 NO TRUNK LOOP

CURRENT 04/03

The alarm record printout gives the date and time, the position of the alarm in the alarm queue, the alarm number, the equipment number on which the alarm occurred, the alarm record itself, and the slot and circuit where it occurred. In our example, the alarm occurred on May

15 (04/15), at 08:48 (8:48), it is the first alarm in the queue (0) the

number of the alarm is 10 (IO), and it occurred on equipment number

26 (0026), in slot 04 and circuit number 2 (04/03 - no even circuit

numbers are displayed).

Attendant Functions 4-19

PRINTER CONTROL/ALARM RECORD

l

Dial 0 to STOP ALARM PRINTING

OR

l

Dial ## to PRINT ALL ALARMS

For example,

ALARM QUEUE ON 04/15 8:48 0 010 0026 NO TRUNK LOOP CURRENT 04/03

1 012 0028 NO TRUNK LOOP CURENT 04/07

ALARM PRINT FINISHED

The display returns to idle and the system performs the alarm printing

command requested.

/..

4-20 Attendant Functions

Data Dumping

It is possible to print out a record of the information the system contains on the way trunks, extensions, and other devices have been set up. This is known as the system data, and printing it out is called “dumping the data”. This function will typically be performed by maintenance personnel.

To Dump Data

Press FUNCTION Dial 97

The system shows it is ready for the next step:

DATA DUMP

l

Dial a 4-digit access code (Maintenance personnel will give you this code)

The display shows a sequence of numbers, from 100 upwards, as the

data starts to print.

PRINTER CONTROL/DATA DUMP

DATA DUMP CMD 100

When the system has sent all of the data to the printer, the display

returns to normal.

If a call comes in while you are dumping data . . .

you can stop the dump and answer the call.

l

Press RELEASE

l

Press the appropriate softkey

After you have dealt with the call,

l

Start the dump again from the beginning.

Attendant Functions

4-21

SETTING .TIME AND DATE

You can set the system’s clock . . .

from the console. The time appears in the console display (and on all

SUPERSET qTM sets in the system) in either 12- or 24-hour format.

qhe time display shows that the equipment is working and starts at

0O:OO when the system is first turned on. For example, if the system had been turned on for two minutes, you would see:

00:02 1 -JAN

To Set the 12-Hour Clock

l

Press FUNCTION

0 Dial 14

“HHMW flashes in display, asking you to enter the time.

12-HOUR CLOCK HHMM

l

Dial the time IN 24 HOUR FORMAT Note: You use 24-hour format, ewen though you want the time to

appear in 12-hour format. For example, for 4:07 am, dial 04:07;

for 4:07 pm, dial 16:07. The idle display shows the time as set:

4:07 l-JAN

To Set the 24-Hour Clock

:.:

:

l

Press FUNCTION

l

Dial 15

l

Enter time in 24-hour format

The idle display shows the time as set:

16:07 l-JAN

4-22 Attendant Functions

Setting the Date

You can also set the system date. Your console only displays the day

and month, but the SUPERSET qTM

this reason, you have to set the full date. .When the system is first

started, the date always starts at l-JAN.

To Set the Date

l

Press FUNCTION

l

Dial 80

The display prompts you to enter the new date:

CHANGE DATE FROM 01-01-87 TO DD-MM-YY

l

Dial 6 digits - day month year Note: You must dial a 0 first in cases where the day or month has

SETTING TIME AND DATE

sets display’ the year as well. For

I

only one figure. For example, to set the second of February

1987, you would enter 02 02 87.

The idle display shows the date as set:

l&O7 P-FEB

Attendant Functions 4-23

SYSTEM STATUS AND IDENTIFICATION

The STATUS key lets you identify and check . . .

some aspects of the system. You can find out, for instance, the

identity of the software operating the system (something you might be

asked by maintenance personnel). Using STATUS you can check:

l

system software identity;

*the number of certain device circuits busied out;

l

whether the console bell and four key-LEDs (lamps) are working; and

l

whether the console display is working.

To check the Status

Press STATUS once

to see the software identity. The. display shows, for example:

GENERIC 3504A-86 FPI-M2

I

It is now possible to do Customer Data Entry. Normally this will be the

function of someone from your communications department or

maintenance personnel.

I

l

Press STATUS a second time

to show the total number of circuits currently busied-out, per device

type: tone generators, DTMF receivers, dial tone detectors, conference

lines and trunks in that order, followed by the total number of circuits

that have been busied-out.

BUSY OUTS 00 00 00 00 04 TOTAL 04

4-24 Attendant Functions

SYSTEM STATUS AND IDENTIFICATION

l

Press STATUS again to cause the console bell to ring and the lamps (LEDs) to light. The display will show:

BELL VOLUME & LCD CONTRAST CONTROL

You can now adjust ringer volume and display contrast by pressing Volume A or V or Contrast A or V until you reach the desired setting.

l

Press STATUS again

A test pattern appears on the display:

TEST ! m # $“/,&‘() * +,-./0123456789 : ; >=<?

ABCDEFGHlJKLMNOPQRSTUVWXYZ[ ] --abcdefghi

Contact your communications department if you have any problems with any of these procedures.

Attendant Functions 4-25

TRUNK STATUS

You can check . . .

the number of trunks busied out (removed from service, usually

because of trouble) and the identity of each. Maintenance personnel might ask you for this information.

l

Press TRUNKS

to show the number of trunks busied out, and identity of the first, as

in:

NUMBER OF TRUNKS BUSIED OUT 3

TRUNK 18 IN SLOT 3 STEP 1

l

Press TRUNKS again

to identify the next busied-out trunk.

NUMBER OF TRUNKS BUSIED OUT 3

TRUNK 21 IN SLOT 4 STEP 2

Pressing TRUNKS repeatedly will eventually display all the busied-out

trunks.

4-26 Attendant Functions

For emergency use . . .

you may need to have immediate access to a trunk that is already in

use. Since the procedure disconnects callers on the trunk, it should be used with caution.

It does not release a busied-out trunk.

To Release a Trunk for Emergency Use

When no outgoing trunks are available for your use,

l

Press FUNCTION

l

Dial 20

The display shows:

FORCED RELEASE FOR TRUNK ?

l

Dial the trunk equipment number

to free the trunk for your use.

TRUNK EMERGENCY RELEASE

l

Dial the outside number you require

.

Attendant Functions

4-27

WAKE-UP

When a Wake-up call is set, the extension automatically rings at the selected time. Either tones or recorded music greet the extension

users/guests when they answer. If the call is not answered, the system tries again twice, at five minute

intervals. If a wake-up call remains unanswered after three tries, the

system cancels it, and an alarm is printed. Your system may be equipped with “message notification lamps” on

telephones. These will flash after an unanswered Wake-up call (for

instance, to alert a guest when a Wake-up call came in).

Wake-Up records will be printed automatically, if the printer is enabled (see 4-17).

To Set Up

a Wake-Up Call

l

Press and hold down WAKE-UP

l

Dial the extension number

The display shows the extension number, and if no Wake-up is

currently set, the dashes flash:

EMT-NUMBER 252-----

0

Enter the Wake-up time

t

(four digits in 24-hour format)

EXT-NUMBER 252-0730

l

Release WAKE-UP

to resume normal operation.

Once a Wake-up call has been set, it can be changed or cancelled.

To Change a Wake-Up Call

l

Press and hold down WAKE-UP

0 Dial the extension number

The following is displayed. The flashing numbers represent the wake-up time.

.

4-28

1 EXT-NUMBER 252-0730

Attendant Functions

0 Dial the new Wake-up time (24-hour format)

EXT-NUMBER 252-l 315

WAKE-UP

I

l

Release WAKE-UP

to resume normal operation, with the new Wake-up time set.

To Cancel a Wake-Up Call

l

Press and hold down WAKE-UP

l

Dial the extension number

l

Dial 9999

to erase the Wake-up time.

l

Release WAKE-UP to resume normal operation, with no Wake-up now programmed for that extension.

I

Attendant Functions 4-29

CHAPTER 5

REFERENCE

INTRODUCTION

Once you are familiar . . .

with basic console operation, you should only need this section for

:

occasional reference to the tables and reference lists provided. Fill in these lists so that you will have the information when you need it.

In Handy Hints you can record your own tips on operating the console to assist yourself and others in the future.

Let the Index help you find the information you need as rapidly as

possible.

Reference 5-l

TELEPHONE DIRECTORY

.:

5-2 Reference

:. .: 1: I : ;‘, ::

,. I..,

ABBREVIATED DIALING LIST

Reference 5-3

TRUNK GROUP ACCESS CODES

j;

:

5-4

Reference

; .,

HUNT AND RING GROUPS

Your system may have Hunt Groups and a Ring Group . . .

to which to extend some calls. To call them, you use the Access Code

listed below in place of a regular extension number. Use this table to

record the Access Codes used in your company.

Up to six Hunt Groups . . .

may be programmed for your system. A number of extensions, usually in the same department, can be grouped together in such a way that when anyone rings the access number for the group, the system hunts around the members of the group until it finds a free extension that can receive the call.

There may be a Ring Group . . .

programmed also. This is a group of extensions that all ring together when anyone dials the access code for the group. As soon as one of

the extensions answers, the others stop ringing and the conversation

cannot be heard on the other telephones in the group. Your communications department will tell you what codes to use. Fill

in the Access Codes and identities below for Ring or Hunt Groups in your organization.

ACCESS CODE USED FOR . . .

RING GROUP

HUNT GROUPS:

Reference 5-5

ATTENDANT FUNCTION CODES

A number of Attendant Function Codes . . .

have been referred to in this guide: they are 2-digit codes dialed after pressing FUNCTION. They tell the system what you want to do. Many of the codes mimic the action of the console’s Feature Keys.

Listed below are the Attendant Function Codes you will use, and any related Feature Keys.

OPERATOR RELATED

FUNCTION

CODE KEY

FUNCTION PERFORMED

FEATURE

: .:

11 12 13

I I

14 Sets the time in 12-hour format, but requires entry in

15

17

IS

I

22 Displays contents of Message Register. 23 Puts on Call Blocking. Displays CALL BLOCK. Call Block 24 Disables Call Blocking. CALL BLOCK is removed from

I

60 Displays VIEW ABBREVIATED DIALING ENTRY ? and None

Puts system into Night Service. Displays NIGHT. Puts system into Day Service.

When held down, displays the number and message of a

non-fatal alarm. Bell stops ringing and LED remains lit. Release key to return to operating mode.

24-hour format. The display is 12 HOUR CLOCK HHMM. Sets the time in 24-hour format, and requires entry in

24-hour format. The display is 24 HOUR CLOCK HHMM.

Turns on background music. Briefly displays MUSIC-ON.

/Turns off background music. Brieflv displavs MUSIC-OFF.

the display.

allows you to see the full telephone number that corresponds to the 2-digit list entry code that you have

to dial next. Press RELEASE to return to operating mode.

NIGHT NIGHT

ALARM

None

None None

MSG REG

Call Block

5-6 Reference

AlTENDANT FUNCTION CODES

OPERATOR

FUNCTION FUNCTION PERFORMED

CODE KEY

65

71 Displays CHANGE WAKE-UP TIME FOR EXT-? and allows WAKE-UP

72

73 Sends all of the readouts from the message register to None

75 Displays PRINT OPTION ? and allows you to dial * to None

80

90 Displays PRINT ALARM BUFFER OPTION ? and allows you None

97

Displays CHANGE ABBREVIATED DIALING ENTRY ? and allows you to change or delete the telephone number

that corresponds to the 2-digit list entry code that you

have to dial next. Press RELEASE to return to operating mode.

you to change or delete the Wake-up time for the

extension number that you have to dial next. Press RELEASE to return to operating mode.

Displays VIEW WAKE-UP TIME FOR EXT-? and allows

you to see the Wake-up time set for the extension

number that you have to dial next. Press RELEASE to return to operating mode.

the printer. Displays MESSAGE REGISTRATION AUDIT.

suspend printing, 0 to purge‘the print queue or I# to

resume printing.

allows you to change the date from the one displayed.

Requires six digits in DDMMYY format.

to dial 1 to print alarm messages as they occur, 0 to

stop alarm printing and ## to print all of the stored alarm

messages.

Waits for you-to dial a security code and then dumps None

the system data to the printer (or to a tape recorder).

Displays DATA DUMP and the command numbers as they

are printed.

WAKE-UP

None

Reference

5-7

GLOSSARY

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.

Busied-out

When a particular part of the system has been removed from service,

possibly by the internal diagnostic system because it is giving trouble, it is said to be busied-out.

Camp-on

This is a feature that allows the system to queue calls directed to a

busy extension, then automatically connect the waiting party when the extension becomes free. The busy extension hears one beep to indicate that an internal call is waiting, and two beeps to indicate that an external call is waiting.

Central Office (CO)

This is the public telephone switching system and related equipment, which provides telephone service for customers in a geographical

area.

Class of Serwice (COS)

The features provided to each extension as well as the dialing

restrictions placed on it are determined by the class of service

,

allocated to the extension. The COS allows you to access certain

features. Nine different Classes of Service are available on the system.

Customer Data Entry

This is the process by which your telephone system has been set up

with the specific details of your organization. It is performed by dialing in sets of numbers from the console or the test line. If your organization specifies it, the system can be programmed so that you or the system manager can change parts of the data as the needs of your organization change.

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.

5-8 Reference

Generic

The Generic number and revision level are numbers that tell which set

of system operating instructions (software) is installed in your SX-50@ system.

Hardware

The physical components of the system are known as hardware.

Hunt Groups

A number of extensions, usually in the same department, can be

grouped together in such a way that when anyone dials the access

number for the group, the system searches, in a pre-determined fashion, for the first free member of the group. It then routes the call to that free member. There can be six of these hunt groups.

Incoming Trunk Groups

Depending on what type of call it is, an incoming call is put into one of three possible groups which appear in the console display as LDN 1, 2,

or 3. One of your trunk groups could consist of numbers used by the

general public, another for trunks connected to another of your

company’s locations. You may have instructions to answer the two

differently.

GLOSSARY

Music-on-Hold

This is music (usually from a tape recorder or radio) that the system

plays to external callers while being held while you attempt to connect them. The music reassures them that the connection to the system

has not been broken.

Outgoing Trunk Group

This is a collection of trunks used for making outside calls.

Outside, or External Line

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

exchange, and therefore to the public telephone network.

PABX (Private Automatic Branch Exchange)

This is a telephone switching system for private use by a company or

organization.

Pickup Group

If the extensions of a department are in a pickup group and one of them rings, someone else can answer the call by dialing the pickup

code.

Reference 5-9

GLOSSARY

Recall

A call which returns to the console after being transferred to an

unanswered extension is called a recall. The length of time between

‘releasing a call and having it recall is determined by your company at

installation.

Ring Group

This is a group of extensions that all ring together when anyone dials the access code for the group. As soon as one of the extensions answers, the others stop ringing and the conversation cannot be heard on the other telephones in the group. Each extension user can still be

rung individually by dialing the extension number as usual. A typical

application for a ring group is in a sales order or service department.

Software

The routines, programs, and instructions required to run the system are known as its software.

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 do not usually have access to the line.

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 (See Outside, or external line).

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-10”.

Trunk Group Access Code

This is the code you dial to tell the system that you want to use an outside line. In most cases, the group of trunks connected to the

public telephone network is reached with the access code “9”.

5-10 Reference

Your company may wish . . ,

to have you greet different callers in different ways. Fill in your

company’s preferences below:

ATTENDANT NOTES

TYPE

LDN 1:

1 LDN 2: 1

LDN 3:

DIAL 0:

RECALLS:

Use this space . . .

to record any helpful hints that you may have to assist you and others

in operating the console.

GREETING

Reference

5-11

All-ENDANT NOTES

i.

5-12 Reference

c : ,

1. :,:,

INDEX

Abbreviated Dialing Alarm, readout and reset Alternating between parties Announcing calls ANSWER key

Answering Calls .....................

Attendant Functions ..................

Function Codes

Attendant Notes

Background Music

Bell Off/On ...................................

Blocking calls BOTH Key Busy extension, transferring to

Call Block Call Swapping

Camp-on ..........................................

CANCEL key

Conference .........................................

Console Fault and Reset Console Hardware Console Hold Pickup Contrast adjustments

Correcting Errors ..................................

Day Service .......................................

Data Dump ........................................

Date, setting

Dial Pad

Display Contrast

Extending calls

Extension assistance .................................

External Calls

Feature keys ........................................

Function Codes

........................

..........................................

.........................................

........................................

.......................................

...........................................

...................

...............

............. . . . .

..................... . . . .

....................

....................................

......................................

..........................

.......................................

...........................

....................................

.........................

.................................

.....................................

......................................

.......................................

......................................

. . . .

... 2-11; 4-3

........

........ 2-6

........ 2-5

........

........ 2-3

........

....... 5-11

l-11; 4-10

; ........ 3-4

4-7

2-3 4-l

5-6

4-9

4-l 1

2-7 2-4

4-11

2-6 5-8 2-l 2-7

4-6, 4-7

l-2 l-9

l-l 1

4-14 4-21 4-23

l-9 l-9

2-4

2- 12

2-9

l-5

5-6

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8

Hanging up ........................................

Hold, placing a call on

HOLD keys .....................................

Hunt Groups

Last Number Redial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1.1

........................................

................................

Reference

l-11

3-2

l-5; 3-2

5-5

5-13

INDEX

,

Liquid Crystal Display (LCD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . l-3

Message Waiting

Set Up/Cancel/Review

Message Register

...................................

...........................

Printout .........................................

Misdialed numbers

..................................

Night Service ..................................

Night Service, Flexible Outside Calls

......

Overflow ..........

Override

..........

...............................

...........................

...............................

................................

Paging ..........................................

Printer Control ....................................

Prompts .........................................

Recall (No Answer) . . ......

Redial . . . . . . . . . . . . ......

RELEASE key . . . . . . .

......

Retrieving held calls . ......

Ring Group . . . . . . . .

......

. . . . .

Ringer Volume . . . . . ......

Selective Answer ....................................

Set Date ..........................................

Set Time ..........................................

Softkeys Standard Greetings SWAP Key

...........................................

..................................

......................................

System Identity .....................................

Time, setting

......................................

Trunk Emergency Release ............................

Trunk Status ......................................

........ ...... 2-8

........

...... ‘2-11

...... . 2-1

...... . 3-3

...... . 5-5

........ ...... . l-9

3-5, 3-6

4-l 2 4-18

1-l 1

:

4-14

..

4-14

2-9; 2-12

4-16

‘4-17 . l-3

4-23 4-22

5-l 1

2-1; 2-6

4-24 4-22

4-27 4-26

3-8 3-9

2-3

l-3

Volume, Up/Down . . . . . . . . . . . . . . . . . . . . . . ~ . . . . . . . . . . . . . l-9

Wake-up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-28

5-14 Reference

(

_’

Mitel SX-50 User Guide

CONTENTS

CHAPTER 1 OVERVIEW

CHAPTER 2 BASIC CALL HANDLING

INDEX