Mitel Sx-50 ATTENDANT CONSOLE USER GUIDE

							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 
BELL CW3 
LDNl 
LDN2 
DIAL0 
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. 
Wake-up Mag Reg Override Message 
Both SWWl Release 
4’ 
KAo457ROF” 
Figure 2-l Basic Call Handling Keys 
2-2 Basic Call Handling 
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							ANSWERING INCOMING CALLS 
The ANSWER Key . . . 
lets you answer a single call or the longest 
categories on a “first come, first served” basis. waiting call in all 
For instance, if a single internal call is waiting, you will see: 
12:02 2-FEB BELL CWI 
DIAL0 
l Press ANSWER 
to be connected. The display will show information on the source of 
the call, such as: 
1 EXT-213 TALK 
Selective Answer 
l 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: 
TRK-12 TALK cw2 
LDN3 DIAL0 
l Greet the caller 
l Extend and RELEASE the call 
l 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 
l 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 
I 
e 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. 
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). 
2-4 Basic Call Handling 
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							EXTENDING CALLS/CALL ANNOUNCE 
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 
l Dial the extension 
You hear ringing 
l Wait until the call is answered 
The display shows you’re talking to the extension user, and the outside 
call is still held: 
EXT-252 TALK 
TRK-12 HELD 
l Announce the call 
Then, if the extension user wishes to take the call, 
l 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, 
l 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 
I 
Press SWAP again 
to return to the held party. 
EXT-252 TALK TRK-12 HELD 
I I 
Each time you press SWAP you reverse the calls. The held party can 
never hear you or the party to whom you are speaking. 
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 
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							To Speak to Both Parties (Conference) 
EXTENDING CALLS/BOTH 
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, 
l Press BOTH 
The display shows you’re speaking to both callers. 
EXT-252 TALK TRK-12 TALK 
I 
At this point, you may: 
l Press RELEASE 
I 
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. 
Basic Call Handling 2-7  
						

							-, 
EXTENDING 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 CWI 
RECALL 
Note: Whenever a call recalls your console because the hold timer 
has expired, the corresponding hold indicator will flash and 
[RECALL] is displayed. If [RECALL] is displayed without any 
hold key flashing, the call is returning to your console because 
the called extension did not answer. 
0 Press [RECALL] 
Or ANSWER 
to be reconnected to the caller and reminded that it is a recall. 
TRK- 12 TALK EXT-252 RECL 
l Talk to the caller 
You have a number of choices at this point. You may: 
8 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. 
4’ 
2-8 Basic Call Handling  
						

							OUTSIDE CALLS 
So far . . . 
we’ve dealt with answering calls and extending them to extensions. 
You can also use the console to make outside calls as described here. 
To Call an Outside Number 
l Dial the Trunk Group Access Code 
(usually 9 - fill in the code used in your organization below) 
The system connects you to an available trunk. You may hear dial 
tone. 
l Dial the outside telephone number 
(including area code, if needed) 
The display shows the number dialed, preceeded by the trunk access 
code. 
I 
TRK-19 96135922122 
I 
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. 
0 Press CANCEL 
The display clears. 
l Try again or press RELEASE 
4’ 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: 
l 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. 
: 
: :. 
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. 
l 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 
I I 
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. 
l Dial # 
. OR 
l 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