Telrad DIGITAL KEY BX SBU-5, DIGITAL 400 DBU-5 User Manual

Attendant console
User guide

79-120-0006/E Issue 1

79-120-0006/E, Issue 1

Attendant console

User guide

Telrad Telecommunications Inc.,

Woodbury, New York

NOTICE

This publication refers to Telrad's Attendant con­sole connected to Telrad's DIGITAL KEY BX sys­tem, Release SBU-5, or Telrad's DIGITAL 400
system, Release DBU-5, as of February 1997.

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.

© 1997 Telrad Telecommunications Inc.,

Woodbury, New York

Figure 1 Attendant console faceplate

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 Position (ATP). All the Attendant con­soles in the ATP serve the same extensions, outside lines
and queues.

Attendant console 1

ATTENDANT CONSOLE BUTTONS

The Attendant console is provided with twelve softkeys and
an array of fixed feature and programmable buttons (see

Figure 1 on the inside front cover).

NOTE

In this guide, all fixed buttons and programmable
buttons appear in bold type within brackets, e.g.,
[ANSWER]. All softkeys appear in bold and itali­cized type, within braces, e.g., {SERIAL}. User­programmable buttons appear in capital letters,
e.g., SPEED DIAL.

Most of the telephone buttons have dual-color light indica­tors. The color and flash rate of the indicators show the sta­tus of the programmed line, feature, or extension.

In general, red indicates non-availability (for example, a
busy line). Green indicates that 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: [MUTE RING], [TIME],

[POSITION BUSY], [NIGHT], [DAY ALERT],
[TONE], [CLEAR ALARM], and [DIAL CONT].

Softkeys

Softkeys have several functions which change during the
course of call handling. A softkey's function at any particu­lar moment is indicated on the console display. To operate
a displayed function, press the adjacent softkey.

The softkeys perform the same function as equivalent fixed
feature buttons.

2 Attendant console

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 feature 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.

NOTE

Whenever you have to dial a feature code, outside
line code, or extension, you can press a button
programmed with the relevant code instead.

Attendant console 3

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).

4 Attendant console

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 suite
application, you handle calls for a number of organizations.
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 [<LO HI>] to change the volume.

To adjust the volume of tones

While connected to the tone:

• Press [<LO HI>] to change the volume.

Attendant console 5

To adjust the display contrast

While the console is in idle state:

• Press [<LO HI>] to change the display contrast.

DISCONNECTING A CALL

Pressing [DROP] disconnects the console from the current
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 the [DIAL
CONT] indicator is on, any digits you press are dialed on
the outside line.

If the [DIAL CONT] indicator is off, any digits you press are
considered the beginning of a transfer process.

When dialing internally or when dialing a system feature,
the [DIAL CONT] indicator should be off.

You need to use [DIAL CONT] when dialing to Voice Store
& Forward machines, SPRINT, MCI lines etc.

6 Attendant console

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 [MUTE RING].
The [MUTE RING] indicator lights.

To enable ringing

• Press [MUTE RING] again.
The [MUTE RING] 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 tone for your telephone set

1. Press [*] and [#] simultaneously.

2. Press one of the dialpad buttons ([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, recall, etc.) sound with the distinctive
ring selected.

Attendant console 7

ANSWERING CALLS

When your telephone rings, the display may show the fol­lowing:

• internal calls: the calling extension's name and number;

• 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 for the attendant is indicated

on 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 [RCL] to retrieve from this queue;

• Private Recall queue - contains calls due to recall at
your console only. Press [PRIVATE RCL] to retrieve
from this queue.

8 Attendant console

• Hold queue - contains incoming calls placed on hold by
any of the attendants in your group. To retrieve from
this queue, press [ANSWER HOLD].

• Incoming Call Identifier (ICI) queues (if defined) - con­tain 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.

Attendant console 9

PLACING CALLS ON HOLD

Private hold

If you want a call (external or internal) to remain on hold at
your console only:

• Press an available Private Hold softkey on the right side
of the display panel.
The line number and status, e.g. {HOLD 8880} appear
in the display.

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 exten­sion number.

10 Attendant console

TRANSFERRING CALLS

TRANSFERRING 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 following:

• Press [RELEASE].
You are returned to idle state,
or
Press [ANSWER].
You are connected to the next call in the queue.

To transfer a call which you initiated

When the called party answers:

1. Press [DIAL CONT] to deactivate dial continuation.

2. Proceed as for an incoming call transfer (see above).

Attendant console 11