PERCEPTION ATTENDANT CONSOLE USER GUIDE Release 2.0

Transcription

1 PERCEPTION 4000 ATTENDANT CONSOLE USER GUIDE Release 2.0 COPYRIGHT 1993 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. All rights reserved. No part of this manual may be reproduced in any form or by any means graphic, electronic, or mechanical, including recording, taping, photocopying, or the use of information retrieval systems without express written permission of the publisher of this material. Issue 2, December, 1993 SECTION

2 TRADEMARKS AND SERVICE MARKS The following trademarks and service marks are used in this document: PERCEPTION : registered trademark of Toshiba America Information Systems, Inc. STRATA : registered trademark of Toshiba America Information Systems, Inc. Certain state and federal laws regulate the monitoring of calls without the knowledge of parties involved. Prior to performing any method of call monitoring, any such regulations should be identified and complied with. Toshiba America Information Systems, Inc. disclaims any liability arising out of the failure to comply with such regulations. Toshiba America Information Systems, Inc. reserves the right to change any of this information including, but not limited to, product characteristics and operating specifications, without prior notice.

3 Table of Contents PERCEPTION 4000 TABLE OF CONTENTS SUBJECT PAGE INTRODUCTION General Description... v Purpose... v Organization... v How to Use This Guide... vi CHAPTER 1 GENERAL INFORMATION Electroluminescent (EL) Display Unit Text (TXT) Area Alarm (ALARM) Area Busy Lamp Field (BLF) Area Call Processing (CP) Area Soft Key Label (SL) Area EL Display Connection AC Power Connector Power Failure Console Base Unit Console Modes Soft Keys Operation of the CANCEL Key Soft Key Functions Loop Keys Dialpad Keys Fixed Keys Flexible Keys Incoming Call Identification (ICI) Keys Volume Control Keys Position Busy Switch Key Strip Labels Audio Tones Ring Over Busy Handset/Headset Power Failure Attendant Groups Night Answer Device CHAPTER 2 Displays Alarm Indications Calls Waiting Display Class of Service Display Console Position Display Error Messages i

4 TABLE OF CONTENTS SUBJECT PAGE Intercept Call Error Messages ISDN Primary Rate Interface (IPRI) Call Identification Display Time/Day/Date Display Trunk Group Busy Warning CHAPTER 3 Operation General Information Login Password Answering Incoming Calls Attendant End-to-End Signaling Attendant Overflow Autodial Automatic Recall Released Loop Recall Supervised Loop Recall BLF (Busy Lamp Field) Break-in (Busy Override) Call Hold Call Origination Camp-on Code Calling Access Code Calling Retrieval Direct Trunk Group Access (DTGA) Do Not Disturb Override - Busy Station Do Not Disturb Override - Idle Station Eight Party Conference Emergency Calls Forced Release of a Trunk Help Screens Incoming Call Identification (ICI) Keys Interposition Calling/Call Transferring Join Last Number Redial Least Cost Routing (LCR) Lockout/Privacy Message Waiting/Send Message Night Answer Access Non-delayed Straightforward Completion Position Busy Recall of Station Transfers Supervised Loop Operation System Speed Calling ii

5 TABLE OF CONTENTS SUBJECT PAGE Three-way Calling Through Dialing Trunk Group Control Trunk Verification and Forced Release Two-way Splitting Voice Calling Voice Paging Zone Paging Attendant-parked Zone Paging Attendant-parked Zone Paging Retrieval Station-parked Zone Paging Retrieval System Paging Attendant-parked System Paging Attendant- or Station-parked System Paging Retrieval System Emergency Paging APPENDIX A Key Operations... A-1 APPENDIX B Feature Access Codes... B-1 APPENDIX C Zone/Code Listings... C-1 GLOSSARY... G-1 ACRONYM GLOSSARY... G-5 INDEX... I-1 FIGURE LIST FIGURE TITLE PAGE I-1 Sample Page... vi 1-1 EL Display Unit Alarm Area Soft Key Labels Console Base Unit (Top View) Console Base Unit (Back and Side Views) Soft Key Set Soft Key Set Alarm Indications Calls Waiting Display COS/DRL Display iii

6 TABLE OF CONTENTS FIGURE TITLE PAGE 2-4 Console Position Display ISDN/PRI Call Identification Display Time/Day/Date Display Recall Screen Recall Screen Break-in Screen DND/BUSY Override Screen DND/IDLE Override Screen DND/IDLE Voice Calling/Send Message Screen Message Waiting Screen Message Waiting Register Screen Message Waiting Register Screen Message Waiting Register Screen Message Waiting Delete Screen Message Waiting Delete Screen Message Waiting Delete Screen Send Message Screen Soft Key Set Trunk Group Control Screen Restrict Trunk Access Screen Restrict Trunk Access Screen Remove Restrictions Screen Remove Restrictions Screen Soft Key Set Trunk Verification Screen Idle Trunk Verification Screen Busy Trunk Verification Screen Busy Out Trunk Verification Screen Voice Calling Screen Return to Ring Screen TABLE LIST TABLE TITLE PAGE 1-1 Call Processing Screen Information Soft Keys Loop Key LEDs Flexible Key LED Indications Flexible Key Assignments Audio Tone Indications Trunk Group LED Indications Attendant Console Operations iv

7 Introduction PERCEPTION 4000 INTRODUCTION GENERAL DESCRIPTION The PERCEPTION 4000 Attendant Console is designed to be the central answering and call processing station for your telephone system. The console is composed of two units: the electroluminescent (EL) display unit and the operational base unit. Together, these units provide feature accessibility to manage communication resources easily and efficiently. As an option to the use of the EL display unit, the PERCEPTION 4000 attendant console base unit can be used with any MultiSync or Enhanced Graphics Adapter (EGA) monitor. PURPOSE The purpose of this manual is to provide you, the attendant console operator, with detailed, step-by-step instructions for implementing and/or processing the various features of the console in an efficient and professional manner. ORGANIZATION This User Guide is divided into four chapters. The first chapter provides a general introduction to the manual, along with a brief overview of the attendant console. Chapter 1 includes a physical description of the EL display unit and the operational base unit. Display screen areas are defined and the soft, loop, fixed, and flexible feature keys are described. Chapter 2 describes various display screen information, such as alarm indications, Class of Service displays, and trunk group busy warning indications. Chapter 3 details operation of the attendant console features. The features are presented in alphabetical order so that you may easily locate information regarding a specific feature. Appendices provide additional information that enhance the operation of the PERCEPTION 4000 attendant console. v

8 INTRODUCTION HOW TO USE THIS GUIDE Chapters 1 and 2 are useful to the beginning or intermediate console operator. In these chapters, basic information about the attendant console is presented. With this knowledge, you will be better able to understand the workings of the PERCEPTION 4000 attendant console. The operation section of this manual presents procedures in an actionresponse format. Actions you take to perform the various operations appear on the left side of the page. Attendant console responses to these actions appear on the right. As you gain experience and confidence, you may skim the left side of the page to review feature operations. ACTION TEXT SPECIFIC INSTRUCTIONS ON HOW TO PERFORM A PROCEDURE ARE NUMBERED AND ENTERED IN THE LEFT-HAND COLUMN. PERCEPTION 4000 b) To perform a Camp-on, press the RELEASE key. c. To cancel the call, press the CANCEL key. The requesting party will be camped-on to the busy facility. OPERATION If the caller does not want to camp-on, pressing the CANCEL key will cancel the outgoing call entirely. Try the call again later. CHAPTER TITLES To Access Trunk Group Control: 1. Press the NEXT SCREEN soft key. TRUNK GROUP CONTROL The Trunk Group Control (TGN CONTROL) soft key feature enables the attendant to restrict access to outgoing trunk groups on an as-needed basis. This feature also allows the attendant to assign an outgoing-only restriction on bothway trunk groups. These capabilities enable the attendant to control outgoing traffic on heavily-used trunk groups during peak hours. NOTE: To control trunk access, the attendant s Class of Service (COS) must allow the use of this feature. Also, only those trunk groups allowed by the attendant s COS may be restricted. The Soft Key Set 1 (Figure 1-6) screen will change to the Soft Key Set 2 screen (Figure 3-15). FIRST LEVEL HEADING NOTES AND WARNING MESSAGES RESULTS OR DETAILS EXPLANATIONS OR DETAILS OF THE ACTION TEXT. NOTE: Pressing the NEXT SCREEN soft key again will toggle the screen back to the Soft Key Set 1 screen. ** If a speech connection is in progress, the TRUNK VERIFY soft key will not appear on the screen. 0 CALL ** TRUNK TGN NEXT VERIFY CONTROL SCREEN F1 F2 F3 F4 F5 F6 F7 F8 Figure 3-15 Soft Key Set 2 FIGURE NUMBERS AND TITLES Figure I-1 Sample Page vi

9 Chapter 1 PERCEPTION 4000 GENERAL INFORMATION The PERCEPTION 4000 attendant console is composed of two units: the Electroluminescent (EL) display unit and the operational base unit. The EL display unit contains a 47 line x 80 column EL display screen, the EL display circuitry, and an AC/DC power supply. As an option to the use of the EL display unit, the PERCEPTION 4000 attendant console base unit can be used with any MultiSync or Enhanced Graphics Adapter (EGA) monitor. Either type of display unit can be connected to the operational base unit via a 9-pin connector and cable. Both the EL display unit and the MultiSync/EGA monitors will display the same information. Throughout this document, the display unit is referred to generically as a console display unit, to include both the EL and the MultiSync/EGA monitor options. The operational base unit houses fixed keys, flexible keys, soft keys, loop keys, and volume control and position busy keys. Red and green LEDs are associated with flexible keys and loop keys. Additionally, the operational base contains the handset cradle and handset. Handset/headset connectors are provided on both sides of the base unit. ELectroluminescent (EL) Display Unit The EL display unit provides detailed call information, including call identification, calling/called numbers, and name indications. The display unit also provides a Busy Lamp Field (BLF) which supports two- to fivedigit numbering plans. This allows you to see station status at a glance. A power switch, located at the lower right front of the display area, is used to power the unit ON and OFF. This is a locking, push-button type switch. To power up the display unit, press the switch. The button will lock into the ON position. To power down the display unit, press the switch again. The lock will release into the OFF position. The associated LED, located to the left of the power switch, will light solid green when the display unit is ON. For your comfort, you can tilt the display unit from 0 to 25 degrees away from you. The display area is divided into five sections: Text (TXT) Area Call Processing (CP) Area Alarm (ALARM) Area Soft Key Label (SL) Area Busy Lamp Field (BLF) Area 1-1

10 GENERAL INFORMATION BLF HUNDREDS GROUP IDENTIFIER TEXT AREA xxx ALARM AREA BLF AREA xxx CP AREA SL AREA F1 F2 F3 F4 F5 F6 F7 F8 TOSHIBA POWER Figure 1-1 EL Display Unit 1-2

11 GENERAL INFORMATION Text (TXT) Area The TXT area of the attendant console display indicates the current time and date, as well as any preprogrammed system identification information (e.g., company name and address, as programmed via system administration commands). Alarm (ALARM) Area The ALARM area provides alarm and maintenance access information. These messages, which appear only when an alarm condition exists or when maintenance is underway, are displayed as follows: MINOR SYSTEM ALARM MAJOR SYSTEM ALARM M & A CONNECTED Figure 1-2 Alarm Area Busy Lamp Field (BLF) Area The BLF displays digit numbers (00~99) and is equipped with a hundreds group identifier that shows which group is currently displayed. For instance, if the station group numbers range from 200 to 299, then a 2 will appear above each end of the top line of this area. If the numbers range from 3400 to 3499, then 34 will appear. To alternate the display between hundreds groups, press the BLF key and enter the hundreds group identifier (1, 2, or 3 digits) of the group to be displayed, followed by the # sign. When a station in the selected BLF area is busy, the station s two-digit number will appear in reverse video. 1-3

12 GENERAL INFORMATION Call Processing (CP) Area The CP area provides information pertaining to current call processing. This information will display on the screen as shown in Table 1-1. LINE ~ 6 DESCRIPTION Displays the 'greeting phrase,' number of waiting calls, and the attendant console directory number. Displays the calling station number or trunk number. With Integrated Services Digital Network Primary Rate Interface (IPRI), the number from which the incoming call was initiated will also be displayed on this line. Shows the destination dialed. Show the name/number of the destination station in cases of Call Forward, Call Pickup, etc. Table 1-1 Call Processing Screen Information Soft key label (SL) Area Soft key labels, which correspond to the soft keys on the base unit, occupy the three bottom lines of the display screen. Lines 1 and 2 of the SL area display the key labels, and line 3 identifies the key positions on the console as illustrated in Figure 1-3. F1 F2 F3 F4 F5 F6 F7 F8 Figure 1-3 Soft Key Labels EL Display Connection The EL display unit (or MultiSync/EGA monitor) connects to the console base unit via a 9-pin connector, which is located on the right rear of the display unit. AC Power Connector An AC power connector, located on the back of the console display unit, provides local power for operation of the unit. 1-4

13 GENERAL INFORMATION Power Failure In the event of a power failure, the console display unit will not operate, but call processing may continue. When AC power is restored, the display will indicate current call processing information. CONSOLE Base Unit The console base unit contains soft keys, flexible and fixed feature keys, loop keys, volume control and position busy keys, a standard dialpad, various LED indicators, key strip labels, and a handset cradle and handset. Refer to Figures 1-4 and 1-5. SOFT KEYS SPEAKER TOSHIBA 1 ATTENDANT HOLD F1 F2 F3 F4 F5 F6 F7 F VOLUME GREEN LEDs RED LEDs HOLD CANCEL LOOP KEYS ABC DEF GHI 4 5 JKL MNO 6 ANSWER PRS 7 8 TUV WXY 9 * 0OPER # RELEASE FLEXIBLE KEYS DIALPAD FLEXIBLE KEYS DUAL COLOR LED GREEN LED FIXED KEYS KEY STRIP LABELS Figure 1-4 Console Base Unit (Top View) 1-5

14 GENERAL INFORMATION HANDSET CRADLE INSERT WELLS RIGHT SIDE VIEW HANDSET/HEADSET MODULAR JACK HANDSET CRADLE INSERT WELLS PB LEFT SIDE VIEW CONSOLE DISPLAY 9-PIN CONNECTOR LINE MODULAR JACK CONNECTOR HANDSET/HEADSET MODULAR JACK POSITION BUSY SWITCH DISPLAY BACK VIEW Figure 1-5 Console Base Unit (Back and Side Views) In addition, two types of connectors are located on the base unit: interface and modular jack connectors. The interface connector is a 9-pin connector for the console display unit. The modular jack connectors include a connector on the back of the base unit for the console line cord, and a handset/headset connector located on each side of the unit. Console Modes The attendant console may be in one of four different modes: Attended/Idle mode The console has no calls to handle and is not involved in feature activation. 1-6

15 GENERAL INFORMATION Attended/Busy mode The console is currently handling a call, is ringing with a new call, or is involved in some feature activation which prevents call handling. Position Busy mode The console is out of the Call Processing mode. This mode is also called the Unattended mode. If all consoles in the system go into the Position Busy mode, then the system is said to be in the Night mode. Position Busy/Pending mode The console has calls, such as locked loop calls, pending. Once these calls are cleared, the console will proceed into the Position Busy mode. Soft Keys Eight soft keys, labeled F1~F8, are positioned across the top of the console base unit. These keys provide you with access to various console features, such as: Sending a message waiting indication to a station Restricting trunk access Breaking into an ongoing conversation Each soft key is associated with a series of soft key labels that are determined by the call state of the attendant and/or the state of the station/trunk currently connected to the console. (For ease of representation and usage, the soft key labels will be identified as soft keys throughout the remainder of this manual.) For example, when you dial a station equipped with a speakerphone and a message waiting indicator, and receive ringback tone, the VOICE CALL and SEND MESSAGE soft keys will appear on the display unit. However, if the call is directed to a 500/2500 telephone, these keys will not appear. Table 1-2 lists the soft keys that are available to the attendant console. BREAK-IN DELETE EXIT MAKE BUSY MESSAGE WAITING MORE NEXT SCREEN NEXT TGN NEXT TRUNK OVERRIDE REGISTER RELEASE RESTORE RESTRICT RETURN TO RING SEND MESSAGE TGN CONTROL TRUNK VERIFY UNRESTRICT VOICE CALL Table 1-2 Soft Keys 1-7

16 GENERAL INFORMATION Two of the soft keys, referred to as Soft Key Set 1, display across the bottom of the console display unit when the console is either in the idle mode, or in the talking mode with a source or destination (see Figure 1-6). MESSAGE NEXT WAITING SCREEN F1 F2 F3 F4 F5 F6 F7 F8 Figure 1-6 Soft Key Set 1 A second set of soft keys displays when the NEXT SCREEN key is pressed, as illustrated in Figure 1-7. TRUNK VERIFY Figure 1-7 Soft Key Set 2 TGN CONTROL Descriptions of the soft key functions are listed below. NEXT SCREEN F1 F2 F3 F4 F5 F6 F7 F8 BREAK-IN Delete exit MAKE BUSY Produces a warning tone (if optioned in the system database) at a busy station/trunk. Following the warning tone, the attendant breaks into the conversation. Deletes a message waiting indication on a station, if the indication was initiated by the attendant. Exits the current soft key function and returns the console to its previous state. Removes a trunk from service by making the trunk circuit busy. 1-8

17 GENERAL INFORMATION MESSAGE WAITING Places the console in the message waiting mode, allowing you to delete/register messages at individual stations. MORE NEXT SCREEN NEXT TGN NEXT TRUNK OVERRIDE REGISTER RELEASE RESTORE RESTRICT RETURN TO RING SEND MESSAGE TGN CONTROL Prompts you to enter the next station/trunk number in continuation of an active soft key operation. Toggles the SL display area between the Soft Key Set 1 and the Soft Key Set 2 screens. Advances the screen to the next highest trunk group when using the Trunk Group Access Control feature. Advances the screen to the next highest trunk line when using the Trunk Verification feature. Allows you to override a Do Not Disturb condition at a station. If the station is idle, pressing this key will ring the station. Sends a Message Waiting indication to a station. Releases a busy trunk connection and any device that is connected to the trunk, when using the Trunk Verification feature. Returns a make busy trunk to the idle state. Restricts stations from accessing a particular trunk group. Returns a station to a ringing condition after using the Voice Calling feature. Lights a Message Waiting indicator on a station. Display stations will also receive a preprogrammed Liquid Crystal Display (LCD) message, such as CALL OPERATOR. Activates the Trunk Group Control feature, allowing you to restrict/unrestrict a trunk group. 1-9

18 GENERAL INFORMATION TRUNK VERIFY UNRESTRICT VOICE CALL Activates the Trunk Verification feature, allowing you to verify the status of a trunk circuit. Removes the restriction condition from a trunk group. Allows you to make a voice-announced call to individual stations. Operation of the CANCEL Key Soft Key Functions The CANCEL key, a fixed key on the console, operates in several ways within a soft key function. If an error is made when entering a station, trunk, or trunk group number, press the CANCEL key to delete (erase) the entry, and then re-enter the number. If the station, trunk, or trunk group number was entered and accepted and you realized that the entered number was incorrect, press the CANCEL key to back up to the Enter... Number prompt. This action will void the incorrect entry. Refer to Chapter 3, Operations, for individual soft key operations. Loop Keys The ten keys located below the soft keys are the Loop keys. These keys are used to monitor supervised loop calls or to answer calls that have recalled to the console from a hold condition. Each of the ten Loop keys has two LEDs; one red and one green. A Loop key s green LED (the upper LED labeled ATTENDANT) flashes green when the attendant has placed a call on the loop for call supervision purposes. A Loop key s red LED (the lower LED labeled HOLD) lights solid red whenever a call is being held on the Loop key. The console s use of two different colored (red/green) solid LED indications, as well as two distinctive LED flash rates, provides an attendant with detailed status information for each processed call (see Table 1-3). Dialpad Keys The standard dialpad keys are located in the center of the base unit. These keys are used to dial both internal and outgoing calls from the console. 1-10

19 GENERAL INFORMATION LAMP ROW COLOR CONDITION Flash ATTENDANT Green Supervised call Solid (S) HOLD Red Caller on Hold (call handled) Fast flash (F) ATTENDANT Green Recall, Supervised call Fast flash (F) HOLD Red Recall, Hold time out (action required) Table 1-3 Loop Key LEDs Fixed Keys Four large fixed keys, two on each side of the dialpad, are labeled HOLD, CANCEL, ANSWER, and RELEASE. HOLD CANCEL When the HOLD key is pressed, the current call is placed on the first available loop in the hold state. If the call is not answered within a preprogrammed time period, you will be reminded by a flashing Loop key and a ring indicator. You may then retrieve the call by pressing the Loop key. Clears the last action taken. During programming, pressing the CANCEL key allows you to go backward one step at a time. While dialing digits, pressing the CANCEL key clears all entered digits and allows you to re-enter new digits. While connected to a party (marked with an asterisk [ ] on the display screen), pressing the CANCEL * key will disconnect the call. If a second party was holding, you will be reconnected to that party after pressing the CANCEL key 1-11

20 GENERAL INFORMATION In a soft key operation, the CANCEL key may erase a station/trunk entry, void an incorrect entry, or back up the soft key function to its previous level. ANSWER Answers calls which are sent to the attendant console from the incoming call queue. All other forms of call answering do not use the ANSWER key (such as answering ICI calls or recovering a call residing on a loop key). A green LED indicator on the ANSWER key will flash when an incoming call is waiting to be answered, and will light solid when the key is pressed to receive the call. RELEASE Releases the console from any connection by transferring (or extending) the call and placing the console in the idle state. The next caller will then be displayed on the screen, if there is one. If the RELEASE key is pressed when there are no calls in the Consultation Hold ( soft hold ) state, then the currently-connected call will be disconnected. FLEXIBLE KEYS The two sets of 12 keys located on either side of the dialpad are the console's flexible keys. These keys are programmed by the system administrator, and may require additional programming by the attendant, depending on their function. Each of the 24 flexible keys has a rectangular red/green LED on the left end of the key. By using two different colored lamps and distinctive flash rates, the console provides further information about a feature s status. Table 1-4 lists detailed LED indications. 1-12

21 GENERAL INFORMATION FEATURE STATE COLOR FLASH RATE Feature Inactive Feature Active Feature Available and/or Further Action Required by User Feature Unavailable or Error Detected N/A Green Green Red OFF Steady ON 0.5 ON, 0.1 OFF, 0.5 ON; 1 OFF; repeating 0.5 ON, 0.1 OFF, 0.5 ON; 1 OFF; repeating Table 1-4 Flexible Key LED Indications The above table provides general guidelines. Some features may involve slightly varied indications or a particular feature key may not involve a certain feature state. Individual feature operations should be consulted for questions regarding any particular feature s use of LED indicators. 1-13

22 GENERAL INFORMATION Table 1-5 lists possible flexible key assignments and their labels. Note that since ICI keys may have multiple types of calls assigned to them, you can label them accordingly. Up to ten of the flexible keys can be used for ICI assignment. FEATURE NAME Attendant End-to-End Signaling Attendant Overflow Control Attendant-parked Zone Paging Retrieval Autodial Busy Lamp Field Code Calling Access Code Calling Retrieval Eight Party Conference Emergency Paging Help Incoming Call Identification (ICI) Keys; Dial 0 Calls Directed Attendant Emergency (1 ~ 4) Intercept Calls Interposition Transfers Long Hold Recalls No Answer Recalls Trunk Group (1 ~ 256) Last Number Redial Night Answer Access Program Mode Split Supervise System Paging System Paging Retrieval System Speed Calling Trunk Group Access-Direct Zone Paging (General Access) Zone Paging (Zone Specific) Zone Paging Retrieval MNEMONIC AEE OVF PR-A ADL BLF CC CCMM CONF VP-E HELP LND UNA PRGM SPLT SPVS VP-S PR-S SYSD TG # VP-Z VP # VPMM Table 1-5 Flexible Key Assignments 1-14

23 GENERAL INFORMATION INCOMING CALL IDENTIFICATION (ICI) KEYS The ICI keys provide an alternative to using the ANSWER key for designated calls. These keys give direct access to the call types that they are assigned to monitor and answer. ICI keys help prevent calls with lower priority levels from being bypassed under high traffic/high priority situations. VOLUME CONTROL KEYS These keys are located at the upper, right side of the console. The volume keys control both the handset and ringer volume. POSITION BUSY SWITCH A POSITION BUSY switch is located on the right side of the console between the cradle bracket inserts and to the right of the handset modular jack. This switch toggles the console between the Attended and the Unattended mode. KEY STRIP LABELS Located above each row of flexible keys, the key strip labels provide a means of identifying key functions. AUDIO TONES Audio tones inform the attendant of the status of a certain feature, line, or station, throughout call processing. Refer to Table 1-6 for a list of tones provided by the PERCEPTION 4000 system. RING OVER BUSY In addition to the tones listed in Table 1-6, the system also provides a muted ring to notify you of additional calls waiting in queue. The muted ring signal is helpful when you are involved in a conversation with one party and additional calls arrive at the console. HANDSET/HEADSET The console may be used with either a handset or a headset. To accommodate different attendant preferences, the handset/headset can be plugged in on either side of the console base unit. Modular jack and handset cradle insert wells are located on both sides of the console base unit. The insertion or removal of a handset/headset does not cause the state of the attendant console to change. 1-15

24 GENERAL INFORMATION TONE TEMPORAL PATTERN (TIME IN SECONDS) FREQUENCY (Hz) INDICATION Advance Tone A B A: 440/480 B: Silence The call you placed is being routed through a more expensive route. Busy Tone /620 The station or trunk you have dialed is busy or is in Do Not Disturb mode. Dial Tone 350/440 Proceed with dialing. Override Warning Tone A f 1 f 2 f 1 f B 0.2 C A: f 1 = 440 f 2 = 620 B: Silence C: 620 A station that is the subject of an Attendant Override will hear this tone before a current call is actually monitored. Override Access Tone A B A: 350/440 B: 620 Both the attendant and station parties will hear this tone while a call is being monitored. Recall Dial Tone A B A: 620 B: Silence Additional digit entry is required to complete the current feature. Reorder Tone /620 Your call has been denied due to a dialing error or service restrictions. Ringback Tone /480 Your call is ringing. Success Tone f 1 f 2 f 1 f 2 f f 1 = 440 f 2 = 620 Feature activation has been accepted by the system Table 1-6 Audio Tone Indications 1-16

25 GENERAL INFORMATION POWER FAILURE In the event of a power failure, memory backup for the attendant console is provided for at least two hours. ATTENDANT GROUPS Attendant consoles belong to attendant groups. A group may contain one or more consoles, however, a console may be the member of only one group. Any calls to an attendant group directory number will be routed to an available attendant within the group. Calls can be routed to a specific attendant console by dialing that individual attendant s directory number. Generally, calls to an attendant group will be distributed to an available console within that group. If the attendant group has no available attendants (all consoles are in the Position Busy mode), the call will receive the specified night treatment as defined in the system database. Calls directed to a specific attendant are routed to that attendant only. If the attendant is in the Position Busy mode, the call will receive the specified night answer treatment as defined in the system database. NIGHT ANSWER Device The Night Answer device is normally a bell, chime, or similar signaling device which is used for two purposes. One use is for the termination of calls that are placed to an attendant or attendant group that is in Night mode (Position Busy mode). The second use is for the termination of attendant overflow calls, which are routed to the Night Answer device when an attendant has the Overflow feature activated. The Night Answer device can be assigned for incoming attendant call termination and/or for overflow call termination, through system programming. 1-17

26

27 Chapter 2 PERCEPTION 4000 DISPLAYS The console display screen provides the attendant with important information regarding call processing and console status. This information includes topics such as alarm indications, the number of calls waiting in queue, error messages, and time/day/date display. These and other displays are explained in this chapter. ALARM INDICATIONS The line above the BLF area on the console display unit provides alarm and maintenance access information. These messages appear only when a system alarm condition exists or when maintenance is being performed. These messages are displayed as follows: MINOR SYSTEM ALARM MAJOR SYSTEM ALARM M&ACONNECTED Figure 2-1 Alarm Indications A Minor System Alarm indicates that the system has incurred some minor internal malfunction that generally will not prohibit call processing. A Major System Alarm indicates that some critical internal or external fault has occurred. Call processing may be prohibited due to this condition. An M & A Connected message indicates that remote or local maintenance work is in progress. This is an information-only message. CALLS WAITING DISPLAY The Calls Waiting Display shows the number of calls that are waiting in queue to be answered. This number can range from 0 to 99. If the number exceeds 99, the display will show a double asterisk ( ). (Refer to Figure 2-2.) ** The console must be in the Position Available mode in order for calls to display on the console screen. 2-1

28 DISPLAYS * CHI-FX FARNSWORTH, J 3 CALL HOLDING DND/BUSY ENGINEERING IN A MEETING UNTIL SEND BREAK-IN OVERRIDE MESSAGE F1 F2 F3 F4 F5 F6 F7 F8 Figure 2-2 Calls Waiting Display The Calls Waiting display is automatic and constant. The display will be continually updated as the attendant answers waiting calls, or as new calls enter the Calls Waiting queue. NOTES: 1. The displayed Calls Waiting number is unique for each attendant console. This is because the displayed number is a combined total of the number of calls directed to an attendant console's group, plus the number of calls that are directed to that specific individual attendant. 2. The Calls Waiting Display is not available during Power Failure Transfer, but will resume as soon as the system recovers from the power failure condition. 3. Recalls are included in the Calls Waiting display number (with the exception of locked loop recalls). Recalls that can only return to an originating attendant will be reflected only in that specific console s display. Class of Service Display The Class of Service Display identifies the Class of Service (COS) and Destination Restriction Level (DRL) of any station associated with an attendant console at that console. The COS and DRL numbers give an indication of the features and calling privileges assigned to that station. The COS/DRL numbers of a station automatically appear on the attendant console display unit whenever the station is connected with the attendant. For example, in Figure 2-3, the number 32 represents J. Farnsworth s station s COS, and the number 16 represents the station s DRL. These numbers cannot be altered by the attendant. 2-2

29 DISPLAYS * CHI-FX FARNSWORTH, J 0 CALL HOLDING DND/BUSY ENGINEERING IN A MEETING UNTIL SEND BREAK-IN OVERRIDE MESSAGE F1 F2 F3 F4 F5 F6 F7 F8 Figure 2-3 COS/DRL Display CONSOLE POSITION DISPLAY Each attendant console displays its own unique directory number that has been assigned in the system database. This allows the console to be accessed individually by another console or a station. The Console Position Display appears continually in all call processing conditions, except when help messages are requested or when the console is in Position Busy mode. This number, once assigned, appears on line 1 of the Call Processing (CP) area of the console s display screen. For example, in Figure 2-4, the attendant directory number is Figure 2-4 * CHI-FX FARNSWORTH, J 0 CALL HOLDING DND/BUSY ENGINEERING IN A MEETING UNTIL SEND BREAK-IN OVERRIDE MESSAGE F1 F2 F3 F4 F5 F6 F7 F8 Console Position Display ERROR MESSAGES The following messages will appear on the attendant console when the attendant attempts to access a feature that is restricted, unavailable, or dialed incorrectly. 2-3

30 DISPLAYS Call Hold Not Allowed COS Not Allowed COS Restriction Incoming only trunk group - control denied Invalid BLF Group Invalid Number No Conference Circuit Restricted Number Supervise Attendant Not Allowed You have attempted to dial another destination while connected to another attendant console. The dialed feature access code is restricted by your Class of Service (COS). You are prevented from performing a break-in on a busy station because the party connected to that station has activated the Privacy feature. You have attempted to restrict an incoming trunk group. You have entered an incorrect BLF group number. The dialed number is not in the system numbering plan. There are no conference circuits available to set up a conference call. You are denied access to the desired trunk group. You have attempted to place a call in a supervised state by pressing the Supervise (SPVS) key, while currently connected to another attendant console. INTERCEPT CALL ERROR MESSAGES The following messages appear when station users calls cannot be completed and are rerouted to the attendant console for further treatment. DRL XX Restricted From XXXX XXX... COS XX The outgoing number is restricted by the dialing station s Destination Restriction Level (DRL). (XX is the DRL of the station dialing the restricted number.) The dialed station number (XXXX) exists, but the station is currently in Do Not Disturb (DND) mode or is designated for call origination only. The dialed feature access code is restricted by the dialing station's Class of Service (COS). (XXX... is the name of the unavailable feature, and XX is the dialing station s COS.) 2-4

31 DISPLAYS DIRECT INWARD DIALING XXXXX XXXXX INVALID NUMBER DIALED The Direct Inward Dialing (DID) number (XXXXX) does not exist. This error message will also appear when an invalid DNIS (Dialed Number Identification Service) call is intercepted and routed to the attendant console. The station number (XXXXX) dialed is invalid. ISDN PRIMARY RATE INTERFACE (IPRI) CALL IDENTIFICATION DISPLAY Incoming ISDN (Integrated Service Digital Network) calls will be identified on the console display of the attendant console. The number from which the incoming ISDN call was made will be displayed on line 2 of the Call Processing (CP) area. For example, in Figure 2-5, this number is (213) * (213) FARNSWORTH, J 0 CALL HOLDING DND/BUSY ENGINEERING IN A MEETING UNTIL SEND BREAK-IN OVERRIDE MESSAGE F1 F2 F3 F4 F5 F6 F7 F8 Figure 2-5 ISDN/PRI Call Identification Display TIME/DAY/DATE DISPLAY The attendant console Text area on the console display continually lists the current time, day of the week, and date, as illustrated in Figure :07 PM MON JAN 22 Figure 2-6 Time/Day/Date Display This information is programmed at the time of system installation and can only be changed via system administration commands. 2-5

32 DISPLAYS TRUNK GROUP BUSY WARNING Each trunk group may be assigned to a flexible key that is equipped with a red and a green LED. The status of the LED indicates the busy/idle state of the trunk group, as shown in Table 2-1. LED THE LED IS OFF THE RED LED IS LIT THE GREEN LED IS LIT STATE AN IDLE TRUNK IS AVAILABLE ALL TRUNKS ARE BUSY ALL TRUNKS ARE RESTRICTED BY THE ATTENDANT Table 2-1 Trunk Group LED Indications Trunk groups can be busied-out (restricted) by the attendant, to prevent their access by station-users. In this situation, the restricted trunks are still available to the attendant for outgoing calls. The keys associated with trunk group status can also be used for direct trunk group access. 2-6

33 Chapter 3 PERCEPTION 4000 OPERATION GENERAL INFORMATION This chapter describes the operational procedures of PERCEPTION 4000 features. Each operational procedure is presented in an actionresponse format. Action statements are listed on the left side of the page, detailing operational steps. Response statements are printed on the right side of the page, explaining the attendant console s responses to the actions performed. The features that are described in this chapter are listed in Table 3-1. Before any features can be activated, an attendant may have to login to the console. This is a security measure which may be programmed in your system. The Login procedure is described in the following section. Within this chapter, the term source is used to refer to the party who called the attendant. The term destination is used to refer to the party whom the attendant called. In cases where the attendant originates two calls, the initial call starts in the destination position and moves to the source position when the second call is dialed. Answering Incoming Calls Attendant End-to-End Signaling Attendant Overflow Autodial Automatic Recall BLF (Busy Lamp Field) Break-in (Busy Override) Call Hold Call Origination Camp-on Code Calling Access Code Calling Retrieval Direct Trunk Group Access Do Not Disturb Override - Busy Station Do Not Disturb Override - Idle Station Eight Party Conference Emergency Calls Forced Release of a Trunk Help Screens Incoming Call Identification (ICI) Keys Interposition Calling/Call Transferring Join Last Number Redial Least Cost Routing (LCR) Message Waiting/Send Message Night Answer Access Non-delayed Straightforward Completion Position Busy Recall of Station Transfers Supervised Loop System Speed Calling Three-way Calling Through Dialing Trunk Group Access Control Trunk Verification and Forced Release Two-way Splitting Voice Calling Voice Paging Table 3-1 Attendant Console Operations 3-1

34 OPERATION LOGIN PASSWORD The system can be programmed so that a password must be entered before the console can be utilized. This prevents unauthorized use of the console when it is left unattended. If the console is programmed to require a password when entering the Attended mode, the Call Processing (CP) area of the console display will prompt the attendant as follows: "PLEASE ENTER PASSWORD" The console will remain in the Position Busy mode and will not display an error message if any of the following conditions occur: The password has not been entered correctly. The first digit of the password has not been entered before a permanent signal timeout occurs. Successive password digits have not been entered in a timely manner, thereby causing an interdigit timeout. ANSWERING INCOMING CALLS To Answer a Call via the Answer Key: 1. Receive an incoming call to the ANSWER key. 2. Press the ANSWER key. 3. To transfer the incoming call, dial the destination number. 4. Press the RELEASE key. Incoming calls can be answered at the attendant console via the ANSWER key or via assigned Incoming Call Identification (ICI) keys. Either call answering procedure allows the attendant to transfer and process incoming calls quickly and easily. The ANSWER key s LED will flash. You will be connected to the incoming call. The LED will change to solid green. The source party will be placed on hold when the first digit is dialed. After dialing is completed, you will hear ringback or busy tone. Listen for ringback tone, which indicates that the source party is released to the station, or busy tone, which indicates that the source party is camped-on to the station. 3-2

35 OPERATION... or... Press the ANSWER key. To Answer a Call via an Incoming Call Identification (ICI) Access Key: 1. Receive an incoming call signal to one of the console s ICI keys. 2. Press the appropriate ICI key. 3. To transfer the incoming call, dial the destination number. 4. Press the RELEASE key.... or... Press the ANSWER key. The ANSWER LED will go out if there are no new calls coming in to the console. The LED will begin to flash if another incoming call is present. The incoming call will be handled in the same manner as if the RELEASE key was pressed. In addition, you will receive the next call that has arrived at the console's ANSWER key. The ICI s key's LED will light. You will be connected to the incoming call and the ICI LED will go out. The source party will be placed on hold when the first digit is dialed. Listen for ringback or busy tone. Listen for ringback tone, which indicates that the source party is released to the station, or busy tone, which indicates that the source party is camped-on to the station. The incoming call will be handled in the same manner as if the RELEASE key was pressed. In addition, you will receive the next call that has arrived at the console's ANSWER key. ATTENDANT END-TO-END SIGNALING This feature allows DTMF tones to be sent from the attendant console after a call is established. The attendant console uses End-to-End signaling when accessing a Voice Messaging system or a Voice Response Unit, or when placing calls over a private network in cutthrough mode. To Send DTMF Tones: 1. Press the DTMF (AEE) access key. 2. Press the desired dialpad digit keys. To operate this feature, you must be in the talking state with either an internal or external party. The AEE LED will light solid green. Each pressed key s corresponding DTMF tone will be transmitted to the distant end. A tone will be transmitted for as long as a dialpad key is pressed. 3-3

36 OPERATION 3. Press the AEE key again. The AEE LED will go out. DTMF tones will no longer be transmitted when dialpad keys are pressed. Each press of the AEE key will toggle DTMF transmission capability. ATTENDANT OVERFLOW To Activate the Overflow Feature: 1. Press the Attendant Overflow (OVF) access key. 2. Press the OVF key again This feature allows calls in the call holding area to be routed to a predefined night answer device (night bell or chime) if they have remained unanswered for too long. Only calls that have been waiting for the attendant or attendant group will receive the Overflow treatment. The Attendant Overflow feature is usually controlled by a timer, and can also be manually activated by the attendant during high traffic conditions. The OVF LED will light solid green. All calls remaining unanswered in the call holding area beyond a certain time period will be routed to a predefined Night Answer device. The OVF LED will go out, and the Overflow feature will be deactivated. Each press of the OVF key will toggle Overflow activation/deactivation. AUTODIAL The Autodial feature allows the attendant to store and automatically dial any telephone number (up to 24 characters, including timed pauses etc.) by pressing a single key. The stored number can be an internal station number, an access code, or an outside number. To Program the ADL Keys: 1. Ensure that the console is in the idle state. 2. Press the Program Mode access key (PRGM). Autodial keys are programmed directly from the attendant console by entering the console into Program Mode. The console must have an assigned Program Mode access key in order to program Autodial keys. Once programmed, Autodial calls can be placed from any state allowing call origination. The console will enter into Program mode, and the PRGM LED will light solid green. 3-4

37 OPERATION 3. Press an Autodial (ADL) key. 4. Enter the number to be stored (up to 24 characters) by using the console dialpad keys. 5. Repeat steps 3 ~ 4 to reprogram the same key, or to program more ADL keys. 6. When all ADL keys are programmed, press the PRGM key. To Activate the Autodial Feature: 1. Press the appropriate Autodial (ADL) access key. The ADL key's associated LED will flash green. Any previously programmed digits will appear on the console display unit. To program pauses into an Autodial sequence, enter n, where n = 1~9 seconds. For dial tone detection, enter. To signify the * end of dialing, # must always be entered. ** The digits will now be stored in the system and assigned to the ADL key. The PRGM LED will go out and the console will exit program mode. The preprogrammed telephone number will be dialed automatically. NOTES: 1. The entrance of an Autodial number will supercede any previouslyprogrammed number. 2. Calls placed by using ADL keys are subject to the same Class of Service and Destination Restriction Level limitations that apply to other calls placed from the console. AUTOMATIC RECALL Whenever a call is released to a destination, the system automatically starts a timer. Time periods for various console functions are programmed in the system database. Once these time periods are exceeded, the system will re-route or recall the call, according to database programming. RELEASED LOOP RECALL After an attendant releases a call to a destination, the call will ring or wait for a preprogrammed period of time. Once this time period is exceeded, the call will recall to either the console which initially released the call or to the first available console in an attendant group. 3-5

38 OPERATION The receiving console (attendant) will display the specific type of recall associated with each returning call. Recall display messages are as follows: Recall Ring No Answer, Recall Camp-on No Answer, Recall Transfer No Answer, Recall Voice Paging No Answer, and Recall Code Calling No Answer. Figure 3-1 illustrates an automatic recall to the attendant. RECALL RING NO ANSWER CHI-FX FARNSWORTH, J 1 CALL ENGINEERING IN A MEETING UNTIL MESSAGE NEXT WAITING SCREEN F1 F2 F3 F4 F5 F6 F7 F8 To Answer a Released Loop Recall: 1. Press the ANSWER key (or appropriate ICI key when available). Figure 3-1 Recall Screen 1 You will be connected to the source party. The console s display area will indicate the current call connection by a single asterisk ( ) (see Figure 3-2). * RECALL RING NO ANSWER CHI-FX 1234 * 2466 FARNSWORTH, J 0 CALL ENGINEERING IN A MEETING UNTIL SEND MESSAGE F1 F2 F3 F4 F5 F6 F7 F8 Figure 3-2 Recall Screen 2 3-6

39 OPERATION 2. Press the Send Message soft key.... or... Press the RELEASE key.... or... Press the CANCEL key.... or... Dial a new destination. To Answer a Supervised Loop Recall: 1. Press the Loop key associated with the recall. A message waiting indication will be sent to the called station. The call will re-extend to the originally-dialed party. You will be disconnected from the source and the next incoming call will display on the screen. The call will be redirected to another destination. SUPERVISED LOOP RECALL When the supervised loop recall timer expires, the LED for the loop key associated with the call will change to a fast flash. You will be connected to the held party. 2. Proceed as noted in step (2) above. BLF (BUSY LAMP FIELD) To Display the Busy Lamp Field: 1. From an idle console, press the Busy Lamp Field (BLF) access key. 2. Enter the number of the desired hundreds group, by using the dialpad digit keys (1~3 digits). 3. Press the # key. The attendant can view the status of stations by utilizing the console s Busy Lamp Field capabilities. The Busy Lamp Field appears in a special area of the console s display screen. The attendant can control the activation/deactivation of the Busy Lamp Field by using an assigned Busy Lamp Field (BLF) access key. Specific hundreds groups (groups 0~99) can be selected by using dialpad digit keys. The BLF LED will flash green and the console s display area will remain clear. For example, if the BLF s range is from 5400~ 5499, press 5 and 4 on the dialpad. The digits (54) will display on line 2 of the BLF area. To display stations 00~99, press the key instead of pressing digit keys. Line 2 of the BLF area will be empty * since there is no hundreds group for these stations. This action indicates that the entry is completed. The BLF LED will change from flashing to solid green. The current status of the entered station group will display on the screen. 3-7