Telrad Attendant Console R6 User Guide
Attendant console
User guide
79-120-0006/F Issue 1
79-120-0006/F, Issue 1
Attendant console
User guide
Telrad Telecommunications Inc.,
Woodbury, New York
Printed in Israel
79-120-0006/F, Issue 1
NOTICE
This publication refers to Telrad's Attendant console connected to Telrad's DIGITAL KEY BX system, Release SBU-6, or Telrad's DIGITAL 400
system, Release DBU-6, as of March 1998.
Telrad reserves the right to modify the equipment
and the software described herein without prior
notice. However, changes made to the equipment
or to the software described herein do not necessarily render this publication invalid.
© 1998 Telrad Telecommunications Inc.,
Woodbury, New York
ii
Figure 1 Attendant console faceplate
iv
THE DIGITAL ATTENDANT
The Attendant console is a versatile unit which can be programmed in many different configurations. The configuration of your particular console depends on the size and
special requirements of your system.
ATTENDANT CONSOLES (ATC)
AND ATTENDANT CONSOLE POSITIONS (ATP)
Your DIGITAL telephone system can be served by up to
four attendants. Each attendant operates a telephone unit
called an Attendant console (ATC).
The Attendant console may be configured as the only
attendant serving the extensions, outside lines and call
queues assigned to it.
Alternatively two or more attendants may work in parallel,
in a logical Attendant Posi ti o n (ATP). All the Attendant consoles in the ATP serve the same extensions, outside lines
and queues.
ATTENDANT CONSOLE BUTTONS
The Attendant console i s provided with twe lve softkeys and
an array of fixed and programmable buttons (see Figure 1
above).
NOTE
In this guide, all fixed buttons appear in bold type
within brackets, e.g.
appear in bold and italicized type, within braces,
e.g.
{SERIAL}
appear in capital letters, e.g. SPEED DIAL.
Attendant console 1
[ANSWER]
. User-programm able button na mes
. All softkeys
Most of the telephone buttons have dual-color light indicators. The color and flas h rate of the indicato rs show the sta tus of the programmed line, feature or extension.
In general, red indicates non-availability (for example, a
busy line); green indicates tha t you are using the feature or
line, or that it is available to you.
NOTE
When the following features are activated, their
button indicators light red:
[POSITION BUSY], [NIGHT], [DAY ALERT]
[TONE], [CLEAR ALARM]
[MUTE RING], [TIME]
,
[DIAL CONT]
, and
.
,
Softkeys
Softkeys have several functions which change during the
course of call handling. A softkey's function, at any particular moment, is ind icate d on the co nsole d isplay. To operate
a displayed function, press the adjacent softkey.
The softkeys perform the same function as equivalent fixed
buttons.
The six softkeys to the left of the display panel are used to
activate features (menu softkeys).
The six softkeys to the right of the display panel are used
for Private Hold (See page 8).
Fixed feature buttons
A fixed button is marked or labeled (by a sticker) with its
permanent function on the console faceplate (for example ,
[FLASH], [NIGHT], [RELEASE]
).
User-programmable buttons
Some of the buttons on your console may be user-programmable MEMORY or SPEED DIAL buttons. You may
program these to access extensions, features or outside
numbers.
2 Attendant console
NOTE
Whenever you have to dial a feature access code,
outside line number or exte nsion, yo u may pr ess a
button programmed with the relevant code instead.
ATTENDANT CONSOLE DISPLAY
The console has a large display, which enables you to follow the status of calls in progress.
The first line of the display provides general system information, such as the time and date and the number of calls
waiting. It also displays the name or number of the extension or outside line of the current call.
The second line of the display provides information on the
status of the attendant and the specific call being handled.
It also displays the elapsed time and caller identification
information of the current call.
The lower six lines of display are divided into two sectors:
The softkeys on the left side indicate current available
functions, such as
{PROGRAM}
.
The softkeys on the right side of the display indicate the
status and line number of calls placed on Private Hold by
you, (the attendant).
Attendant console 3
PRINCIPLES OF OPERATION
THE ATTENDANT IS NEVER BUSY
All calls reaching the attendant get a ring tone.
OFFHOOK STATE
The console is always offhook. Lifting or replacing the
handset makes no difference to the console's state.
EXECUTIVE SUITE ATTENDANT
If your console is programmed for the Executive su ite
application, you han dle calls for a number of o rganizations.
Your display assists you by indicating for which organization the arriving call is intended.
HEADSET/HANDSET OPERATION
The console may be operated with either a headset or a
handset.
SETTING VOLUME AND DISPLAY CONTRAST
To adjust the handset volume
During a conversation:
•Press
To adjust the volume of tones
While connected to the tone:
•Press
To adjust the display contrast
While the console is in idle state:
•Press
To disconnect a call
Pressing
4 Attendant console
[<LO HI>]
[<LO HI>]
[<LO HI>]
[DROP]
disconnects the console from the current
to change the volume.
to change the volume.
to change the display contrast.
process, and returns the console to the previous stage of
the process.
Pressing
[RELEASE]
terminates a call in progress, or
completes the transfer of an outside line. Afterwards, the
console is returned to an inactive state.
THE [ANSWER] BUTTON
Pressing
[ANSWER]
completes the transfer of the current
call and connects you to the next call in the Main Call
queue.
DIALING ON THE CONSOLE
If you are connected to an outside line and
[DIAL CONT]
indicator is on, any digits you press are dialed on the outside line.
[DIAL CONT]
If the
indicator is off, any digits you press are
considered the beginning of a t r ansfer proces s.
When dialing internally or when dialing a system feature,
[DIAL CONT]
the
You need to use
indicator should be off.
[DIAL CONT]
when dialing to Voice Store
& Forward machines, SPRINT, MCI lines etc.
MUTE RING
The arrival of a new call is announced by a ring burst. Also,
a call waiting tone is sounded, at preset intervals, when
calls are waiting in queues. You may disable these tones.
To disable ringing
•Press
The
[MUTE RING]
[MUTE RING]
.
indicator lights.
To enable ringing
•Press
The
Attendant console 5
[MUTE RING]
[MUTE RING]
again.
indicator goes out.
DISTINCTIVE RINGING
You can program telephone sets located close to each
other with distinctive rings, to enable you to identify which
telephone is ringing. Nine different rings are available.
To change the ring for your telephone console
1. Press
[*]
2. Press one of the dialpad buttons (
and
[#]
simultaneously.
[1]
-
[9]
).
When you hear the ring that you want:
3. Press
{SAVE}
.
4. Lift and replace the handset.
Your telephone set reinitializes and all telephone rings
(internal, external, r ecall, etc.) sound with th e distinctive
ring selected.
6 Attendant console
ANSWERING CALLS
When your telephone rings, the display may show the following:
for internal calls: the calling extension's name and number;
for outside calls: the ringing line or calling party's name or
number.
NOTE
Telrad's DIGITAL systems support Caller Name
and Caller Identification display.
MAIN CALL QUEUE
Internal and external calls enter the Main Call queue.
The number of calls waiting in the attendant queue is indi-
cated in the top line of the display, e.g. CW23, where CW
stands for Calls Waiting and 23 is the number of calls.
To answer the first call waiting in the Main Call queue
• Press
[ANSWER]
.
SUBQUEUES
Depending on the type of call and system programming,
calls may also enter subqueues.
The subqueues include:
• Recall queue - contains transferred calls unanswered
by other extensions or placed on hold for longer than a
preset time. Press
• Private Recall queue - contains calls due to recall at
your console only. Press
from this queue.
Attendant console 7
[RCL]
to retrieve from this queue;
[PRIVATE RCL]
to retrieve
• Hold queue - conta ins inco ming ca lls placed on ho ld by
any of the attendants in your group. To retrieve from
this queue, press
[ANSWER HOLD]
.
• Incoming Call Identifier (ICI) queues (if defined) - con-
tains calls from specific lines or extensions and allows
you to give them preference over other incoming calls
waiting in queue. Press a designated ICI button to
retrieve from this queue;
• Dial Attendant queue (if defined) - contains calls from
extensions that dialed “0”. Press the designated Dial
Attendant button to retrieve from this queue.
• Interposition queue (if defined) - contains calls from
extensions that dialed your extension number. Press
the designated Interposition button to retrieve from this
queue.
Depending on system programming, each subqueue may
be provided with a dedicated button. When a call exists in
the queue, the button's green light indicator flashes.
To answer the first call waiting
in a particular subqueue
• Press the appropriate queue button.
By pressing the queue button of your choice, the DIGITAL
system enables you to answer calls selectively and to give
priority to a chosen call queue.
PLACING CALLS ON HOLD
Private hold
If you want a call (externa l or int er na l) to rema in on h ol d at
your console only:
• Press an available Private Hold softkey on the righ t side
of the display panel.
The line number and status, e.g.
{HOLD 8880}
appear
in the display.
8 Attendant console
To pick up a call from Private Hold
• Press the Private Hold softkey again.
Manual hold
Calls may be placed on hold manually, by pressing
[HOLD]
.
A call placed on hold enters the Hold queue, from which it
can be retrieved by any attendant console in the attendant
position.
To pick up a call on hold
•Press
[ANSWER HOLD]
.
Automatic hold
Incoming calls are placed automatically on hold when you:
• Dial any digit.
•Press
[TONE]
.
• Press a SPEED DIAL, PAGE or LCR button.
• Press a MEMORY button programmed with an exten-
sion number.
Attendant console 9
TRANSFERRING CALLS
TO TRANSFER AN INCOMING CALL
After answering the call:
1. Dial the requested extension,
or
Press the extension button.
The call is placed automatically on hold.
2. Inform the answering party that a call is waiting.
To complete the transfer , do one of the foll ow ing :
• Press
You are returned to idle state,
or
Press
You are connected to the next call in the queue.
To transfer a call which you initiated
When the called party answers:
1. Press
2. Proceed as for an incoming call transfer (see above).
[RELEASE]
[ANSWER]
[DIAL CONT]
.
.
to deactivate dial continuation.
CAMP ON
If the requested extension is busy when you attempt to
transfer a call.
Y ou can complete the transfer so that the ca ll camps on the
busy extension:
•Press
When the busy extension ha ngs up, the camped on call
rings.
10 Attendant console
[RELEASE]
.
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