Mitel Attendant Console For Sx-2000 Superconsole 2000 User Guide

							Advanced Features 


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Advanced Features
  ContentsAccount Codes ..................................................................................................................26
Bulletin Board ................................................................................................................... 26
Call Answer Priority...........................................................................................................27
Call Park ........................................................................................................................... 28
Call Waiting Threshold ...................................................................................................... 29
Cancel Call Forwarding ..................................................................................................... 29
Clear All Features..............................................................................................................29
Data Calls ......................................................................................................................... 30
Day and Night Service ....................................................................................................... 31
Do Not Disturb (Extensions) .............................................................................................. 32
Feature Access Codes (Programming) ................................................................................ 33
Firmkey Programming ....................................................................................................... 33
Message Waiting................................................................................................................34
Override ............................................................................................................................ 35
Operator Absent/Present Status ....................................................................................... 36
Paging ............................................................................................................................... 36
Phone Book ....................................................................................................................... 37
Scratch Pad ....................................................................................................................... 38
Serial Call ......................................................................................................................... 38
Status Display (Traffic Monitoring) .................................................................................... 39
System Speed Call ............................................................................................................. 40
Tone Signaling................................................................................................................... 40 
						

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 Advanced Features
Account CodesAn Account Code is a type of password for the system. You may
need to enter an account code to access certain features or to
record a call on the SMDR log for billing or accounting purposes.
To enter an Account Code
1. Dial the Verified or Non-Verified Account Access Code.
A Verified code provides access to features; a Non-Verified
Code records calls on the SMDR log.
2. Dial the Account Code, ending in #.
If you make a mistake, press Cancel and try again.
3. Continue dialing.
For more information about Account Codes, contact your
communications department.Bulletin BoardThe Bulletin Board is shared by all Superconsole 2000s on the
system that have a network connection. Use it to post
information that you want other attendants to see and to store
speed dial numbers that all attendants can access.To post information on the Bulletin Board
1. Press Bulletin Board.
2. Press [Edit].
Only one person at a time can edit the Bulletin Board; if
someone else is editing it, the Bulletin Board background will
remain gray after you press [Edit].
3. Type the information you want to post.
4. Press [Save].
To view the most recent changes to the Bulletin Board, press
[Refresh].
To dial a telephone number posted on the Bulletin Board
1. Select the telephone number using the mouse or the
computer keyboard.
2. Press [Call] or double-click the selected number.
Note: Information posted on the Bulletin Board is stored in a file
on your network. The actual location of the file is determined
during installation of the console. If the file is moved, enter the
new location, using the Options command on the Tools menu. 
						

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Call Answering PriorityThe console is usually set up to answer incoming calls on a ‘first-
come, first-served’ basis. When you press the Answer key with
multiple calls waiting, the call that has been waiting longest will be
answered first. Alternatively, you can assign priorities to calls based
on their destination. For example, you might give higher priority to
calls to your company’s main listed directory number (LDN) than to
“Dial 0” calls (i.e., internal calls to the console). Your
communications department will tell you which type of call it prefers
you to answer first.
Note: The Answer key has a hierarchy when the console is set up
to answer calls on a first-come, first-served basis: recalls are
answered first, followed by other calls in order of arrival. If more
than one call is waiting at a particular softkey, they will be
answered on a “first-come, first-served” basis.To specify which calls are answered first
1. Choose Options on the Tools menu.
2. Click Answer Priority.
3. Do one of the following:
• To answer calls on a first-come, first-served basis, select
First-Come, First-Served.
• To prioritize calls by line, select Assigned line priorities
and then enter a number from 1 to 7 for each line. The
lower the number the higher the priority.
4. Click Apply or OK. 
						

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 Advanced Features
Call ParkProvided the appropriate access code is programmed into the
system, this feature allows an extension user to retrieve a call
that you put on hold, by dialing the Call Park - Remote Retrieve
access code, followed by the console identity number and the
hold position number displayed on your screen.
To park a call for retrieval by an extension user
1. Put a call on hold (see Holding and Retrieving Calls
on page 20).
The screen displays the call in the first available Hold
position—for example,
2. Page the requested party, informing him or her of the hold
position number.
In the example above, assuming that the caller on Trunk 25
(hold position 2) wants to talk to Mr. Smith, and that the Call
Park - Remote Retrieve Code is 69, you could page Mr. Smith
in the following manner: “Mr. Smith, please dial 69 152.”
The called party can then retrieve the call by dialing the Call
Park - Remote Retrieve access code (69 in the example),
followed by the two-digit console identity number (15 in the
example), and the hold position number (2 in the example).When the called party retrieves the call, the call is removed
from the hold position on your screen.
Up to six calls can be parked at the console at any one time.
Questions about Call ParkWhat happens if the called party does not retrieve the call?After a predetermined period of time, the call willautomatically recall your console.What happens if I change the status of the console to“Operator Absent” while I have parked calls?The parked call will remain in the attendant hold position forthe same predetermined period of time. This allows systemusers to retrieve calls parked at a console whose attendantjust left. After the predetermined period of time, all parkedcalls (external and internal) are automatically routed to aprogrammed answering point. 
						

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Call Waiting ThresholdTo reduce call-waiting times, your system may be programmed to
present incoming calls to other consoles or answering positions.
If your system is programmed this way, you can specify the
number of calls that must be waiting before the system presents
them to your console.
To set the call waiting threshold
1. Choose Options on the Tools menu.
2. Click Miscellaneous.
3. Enter a number in the Call Waiting Threshold box.Cancel Call ForwardingCall Forwarding lets an extension user route some or all calls to
other extensions. You can cancel Call Forwarding on behalf of
individual extension users, or for all extensions in the system.
To cancel all types of Call Forwarding for a single extension
1. Select Cancel All CFWD on the Program menu.
2. Enter the extension number using the computer keyboard.
3. Click Yes.
To cancel Call Forward - Follow Me for a single extension
You can cancel Call Forward - Follow Me on an extension and leave
the other types of Call Forward (Busy and No Answer) alone.
1. Select Cancel Station CFFM on the Program menu.
2. Enter the extension number using the computer keyboard.
3. Click Yes.
To cancel all Call Forwarding for all extension users
1. Select Cancel All CFWD on the Program menu.
2. Click Yes.
3. Click Yes again to confirm the cancellation.
Clear All FeaturesFrom your console you can disable features activated on any
extension in the system.
These are the features you can clear:
• All Call Forwarding
• Do Not Disturb
• Callbacks to other users
• Advisory Messages on SUPERSET  telephones
• Auto-answer on SUPERSET telephones
• Timed Reminder on SUPERSET telephones
To cancel all features on an extension
1. Select Cancel Station Features on the Program menu.
2. Enter the extension number using the computer keyboard.
3. Click Yes.Questions about Clear All FeaturesWill using Clear All Features on an extension have anyeffect on Messages or Callbacks set on that extension byother users?No, it only affects features activated by the extension user.Any Message notifications or Callbacks set on the extensionby others will still be in place. Similarly, Clear All Featureswill have no effect on the station user’s Account Codes orClass of Service. 
						

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 Advanced Features
Data CallsYou may be asked to connect an outside caller to a data
connection for data communications.
To connect a caller to a modem
1. Advise caller to switch local modem to “Data” when they hear
the high-pitched modem tone.
2. Dial the modem number.
‘Modem Call’ appears in status area.
3. Dial the destination data terminal number.
‘Ringing’, and then ‘Connected’ appear in the Destination area
to confirm that you are connected.
4. Listen for the high-pitched modem tone.
5. Press Release
to connect the caller to the modem.
If the number is busy or there is no answer, press Cancel to
return to the caller in the Source area.
To set up a local Associated Data Linecall
1. Dial the Associated Data Line code.
If you hear silence, continue.
If you hear busy tone, the Associated Data Line is in use, or
is not ready.
2. Dial the destination data terminal number.
‘Ringing’, then ‘Connected’ appear in Destination. Listen for
Connect Tone.
3. Press Release.
Your data line is connected.To set up an Associated Data Line Call to a remote facility
1. Dial the Data Access Code.
If you hear silence, continue.
2. Dial the modem hunt group number.
‘Modem Call’ appears in status area.
3. Dial the remote data facility number.
‘Seized’, and then ‘Connected’ appear in Destination.
4. Listen for Connect Tone.
5. Press Release.
Note: For faster dialing using Phone Book, ask your
communications department to add frequently dialed data
numbers to the system directory 
						

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Day and Night ServiceOffice telephone systems are typically placed in Night Service
after regular hours, or whenever the last available console is left
unattended.
Calls then ring alternate answering points—either designated
extensions, or a night bell.
Extension users can dial the Trunk Answer From Any Station
(TAFAS) Code to answer incoming calls ringing the night bell.
If the last available attendant console has not processed a call
after a programmable time-out period, the system is
automatically placed in Night Service 1.
To change the service mode
• Select the appropriate mode from the list in the
Console Status area.
Note: Contact your communications department for information
about where the answer points are and when you should select
the different services.
Questions about Day and Night ServiceWhat services are affected by Day or Night Service?The change from Day to Night service may effect some usersdepending on their COS and COR. For example, a user mighthave a COR that allows external calls when the system is inDay service but not when in it is in Night service. 
						

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 Advanced Features
Do Not Disturb (Extensions)Extension users usually set and cancel Do Not Disturb (DND) on
their own phones but you may be asked to do it for them. When
set, DND prevents calls from ringing the extension.
To set up Do Not Disturb on behalf of an extension user
1. Select Set Station DND on the Program menu.
2. Enter the extension number using the computer keyboard.
3. Click Yes.
To cancel Do Not Disturb on behalf of an extension user
1. Select Cancel Station DND on the Program menu.
2. Enter the extension number using the computer keyboard.
3. Click Yes.
To cancel Do Not Disturb for all extensions
1. Select Cancel All DND on the Program menu.
2. Click Yes.
3. Click Yes again to confirm the cancellation.
Questions about Do Not DisturbWhy would an extension user want to useDo Not Disturb?Do Not Disturb prevents most calls from ringing theextension. Only recalls, overrides, and special trunks dialingin directly to the extension will ring it. If extension userswant protection from tone intrusion (for instance, during adata call) they should use Call Privacy instead.What kind of tones does another extension user orattendant get when calling an extension that hasDo Not Disturb set?They hear slow busy signal. Anyone who is permitted tooverride the other extension may then do so. 
						

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Feature Access CodesTo use the Recover and Voicemail keys on the console keypad,
your console must be programmed with the correct access codes.
To program the Recover and Voicemail access codes
1. Choose Options on the Tools menu.
2. Click Miscellaneous.
3. Type the access codes in the appropriate boxes.
4. Click Apply or OK.
Firmkey ProgrammingYou can reprogram the top two rows of keys on the console
keypad with other features or remove a feature from a key if the
feature is unavailable.
To program features to keys
1. Choose Options on the Tools menu.
2. Click Keypad.
3. Using the right mouse button, click on the key that you want
to program.
A list of features appears.
4. Select the feature you want to assign to the key.
5. Repeat sets 3 and 4 to program other keys.
6. Click Apply or OK.
To restore the original key programming
• Click Restore Defaults. 
						

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 Advanced Features
Message WaitingYou can set (activate) a message waiting indicator on an
extension, to notify the user that you have a message for him or
her. You can also check whether an extension has a message
waiting and clear the message waiting indication.
If a dialed extension is busy, unanswered or has
activated Do Not Disturb
1. Press [Source] and take the message.
2. Press Message.
3. Press [Set MSG Waiting].
4. You can then,
• press Cancel to return to the call in Source (if necessary),
and then
• press Release to release the call in Source.
To set message waiting if you are not currently connected
or trying to connect with an extension
1. Press Message.
2. Press [Set MSG Waiting].
3. Dial extension number.
To cancel a Message Waiting indication
You can cancel a message waiting indication whether you are
connected to the extension or not.
1. Press Message.
2. Press [Clear MSG Waiting].
3. Dial the extension number (if not connected to the extension).To check whether an extension has a message waiting
1. Press Message.
2. Press [Check MSG Waiting].
3. Dial extension number.
The words ‘MSG Waiting ON’ appear in the Destination area if
the extension has a message waiting.
Questions About Message WaitingHow do extension users know there is a messagewaiting for them?The indication depends on the type of telephone being used.A SUPERSET 3™ SUPERSET 3DN™ telephone or standardtelephone user hears Message Waiting Tone upon lifting thehandset. (If the user’s phone has a message lamp, the lightflashes). Users with a SUPERSET 4, SUPERSET 4DN™ orSUPERSET 4000-series telephone receive a Message Waitingindication on the set’s liquid crystal display.When should I cancel Message Waiting notifications?You can do it whenever it is convenient for you; however, itsaves time and effort to do so at the same time as you deliverthe message to the extension user.While you are delivering the message to the extension,1. Press Message.2. Press [Clear MSG Waiting].3. Press Release when you finish the call.