Mitel Sx-50 ATTENDANT CONSOLE USER GUIDE

							OUTSIDE CALLS/EXTENSION ASSISTANCE 
Making an Outside Call for an Extension 
Sometimes you may be called upon to place an outside call on behalf 
of an extension user. This may be for users who do not have direct 
access to outside lines from their phones; or busy managers may ask 
you to call someone for them and connect them once you have the 
caller on the line. 
THE CALLER IS WAITING ON THE LINE TO BE CONNECTED TO THE CALLED 
PARTY 
l Dial the trunk access code and the desired number 
The extension user is now on consultation hold. 
Once you have reached the person you want and have announced your 
call 
l Press RELEASE 
to release the extension user to the called party. 
If you hear busy tone after having dialed the external number 
l press CANCEL 
You will be automatically connected to the caller. Tell him/her that you 
will have to try later. 
THE CALLER WANTS YOU TO CALL BACK ONCE THE CALLED PARTY IS ON THE 
LINE 
0 Dial the trunk access code and the desired number 
Once you have reached the person you want and have announced your 
call 
l Dial the extension user and announce the call 
l The outside party is now on consultation hold. 
l Press RELEASE 
to leave the extension connected to the outside call. 
If you hear busy tone after having dialed the external number 
l press CANCEL 
Try again later. 
2-12 Basic Call Handling 
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							OUTSIDE CALLS/EXTENSION ASSISTANCE 
THE EXTENSION USER WISHES TO DIAL THE NUMBER AFTER YOU HAVE 
SEIZED THE TRUNK FOR HIM/HER 
With the extension on hold 
l Dial the trunk access code (see NOTE below) 
l Press RELEASE 
The extension user can now complete the number. 
Note: If the Automatic Route Selection feature is enabled on the 
system, your Communications Department will let you know the 
exact number of digits you will have to dial after the external 
access code in order to seize a trunk. 
Basic Call Handling 2-13  
						

							CHAPTER 3 
ADVANCED CALL HANDLING  
						

							INTRODUCTION 
Now that you know the basics . . . 
of call handling (answering, extending, and making calls), you can go 
on to more advanced procedures. 
These procedures are just as simple to perform as basic call handling. 
They involve six of the Feature Keys: 
l HOLD 1, 2 and 3 - to put a caller on Hold while you perform another 
task; 
l MESSAGE - to set or cancel a “Message Waiting” indication on an 
extension user’s telephone; 
l OVERRIDE - to intrude into an existing conversation; 
l PAGE - to use your company’s public address system. 
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Figure 3-l Advanced Call Handling 
Advanced Call Handling 3-l  
						

							HOLD AND RETRIEVE 
There will be times . . . 
when you will not be able to connect an outside caller immediately. 
The hold system allows you to deal with situations like this. A caller 
can remain connected to the console, but not connected to you -- 
leaving you free to do something else such as paging the person the 
caller wants to talk to. 
You use one of the three HOLD keys to both put a call on hold and 
retrieve it. Each key has a red lamp which indicates the state of the 
calls held: unlit when no call is held; steadily lit when a call is on hold: 
flashing when a held call is recalling (has been left beyond a set time). 
Up to three calls can be on hold at the console at the same time. While 
on hold, the caller cannot speak to anyone. Internal callers hear silence 
while external callers hear either silence or music (if Music-on-Hold is 
part of your system). 
Hold should not be confused with the way a call is held temporarily 
while you dial another number. 
To Place a Call on Hold 
TRK- 12 TALK 
l Tell the caller that he or she is being held for a while 
l Press an unused HOLD key 
(the red lamp must be unlit). 
HELD ON-451 
The held call access code appears while you press the hold key (in our 
example, the code is the default 451 for HOLD 1). The red lamp above 
the chosen key lights up, showing that it is holding a call. The lamp 
remains lit while you, 
l Continue call handling 
until you can deal with the call, 
a 
l Or page the extension user 
to pick up a call on hold at the console. See Console Hold Pickup 3-4. 
4’ 
Note: If you leave a call on hold for longer than the time limit allowed 
(chosen by your company at installation, and usually 30 to 70 
seconds), the held call “recalls” to the console. The hold key 
lamp starts to flash and the bell rings. A call waiting is I 
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3-2 Advanced Call Handling 
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indicated. 
HOLD AND RETRIEVE 
To retrieve a call from Hold 
l Press the chosen HOLD key 
(with the red lamp steadily lit) 
The red lamp goes out and the held caller returns to the console. 
1 TRK-12 TALK 
Note: If a held caller hangs up before being retrieved, the red lamp 
goes out and the system frees the HOLD key for your use again. 
To connect a held caller to an extension user 
Once the caller is on hold and the lamp is steadily lit, 
l Call extension user and announce the held call 
EXT-321 TALK 
l Press the chosen HOLD key and announce the extension user 
The key lamp goes out, and you can speak with the outside caller. 
TRK-12 TALK EXT-321 HELD 
* 
l Press RELEASE 
to connect the two and release the console. 
If there is no need to announce the call . . . 
l Press flashing HOLD key to retrieve the original held call 
l Dial the extension number 
l Press RELEASE 
to connect the two. 
Advanced Call Handling 3-3  
						

							HOLD AND RETRIEVE/CONSOLE HOLD PICKUP 
Console Hold Pickup 
When you have a call on hold, you can page the extension user, who 
then dials an access code to retrieve the held call. The access codes 
are programmable. 
If, for instance, you have a caller who wants to speak to Janet Young, 
but she is not at her extension, you could place the outside caller on 
hold (HOLD 2) while you page her. 
When you pressed the HOLD key, the display showed the access code: 
HELD ON-452 
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l Press PAGE 
l Announce the hold pickup number 
For example, “Janet Young, please dial 452.” 
When she dials 452, which is the console pickup code for HOLD 2in 
our example, the system connects her to the held call and the hold 
lamp goes out. 
If the paged person does not call to pick up the held call, the lamp 
stays on until the held call recalls to you. 
3-4 Advanced Call Handling 
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							MESSAGE WAITING 
You will sometimes have to take a message . . . 
for an extension user, then set up a message waiting indication on 
their telephone set. A SUPERSET 4TM user is notified by a small “MSG” 
on the SUPERSET 4 display; on standard telephone sets, the indicator 
is either a periodic ring or a flashing lamp. 
To Set A Message Waiting Indicator While Connected to the Extension 
Remain connected to the busy/unanswered extension 
Press MESSAGE 
The display briefly shows that the indicator has been set up: 
EXT- 123 MSG-ON TOTAL MSG 001 
l Press CANCEL 
When you 
l Deliver the message 
To Cancel 
Extension 
l 
if you put the caller on Consultation Hold and want to retrieve him/her. 
OR 
Press RELEASE 
Normal operation resumes. The extension receives message 
notification. 
answer a call from an extension with “Message Waiting” . . . 
you will see the “MSG” reminder instead of the usual “TALK” 
EXT-252 MSG 
a Message Waiting Indicator while you are Connected to the 
Press MESSAGE 
The display briefly shows that the indicator is off: 
EXT-252 MSG-OFF TOTAL MSG 000 waiting 
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Continue the call. 
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Note: If a SUPERSET 4 user cancels the message notification on 
his/her set, the notification will also disappear at the console. 
Advanced Call Handling 3-5  
						

							MESSAGE WAITING 
You can also review, set up or cancel . . . 
any or all message indications while your console is idle. 
To Review the Extensions with a Message Waiting 
While the console is idle, 
l Press and hold down MESSAGE 
You will see the number of extensions with messages waiting, and the 
actual extension numbers. For example, if there were 12 messages set, 
you might see: 
EXT-NUMB.ER ? TOTAL MSG 0012 
201 203 204 
211 217 218 229 233 
As you can see, this only gives you the identity of eight of the 12 
extensions, so to see the rest . . . 
0 Continue to hold down MESSAGE 
0 Press FUNCTION if there are more numbers to display. 
Now you would see: 
EXT-NUMBER ? TOTAL MSG 0012 
246 252 253 271 
l Release MESSAGE 
to return to idle display. 
You can set and clear . . . 
specific message waiting indications from the idle console by entering 
1 to set and 0 to clear. 
To Set Up a Message Waiting Indicator 
l Press and hold down MESSAGE 
to see the list of all current indicators. 
3-6 Advanced Call Handling 
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							MESSAGE WAITING 
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To Cancel 
0 Dial the desired extension number 
The display shows that the extension does not have a message 
waiting. For example: 
EXT-200 MSG-OFF TOTAL MSG 0014 
201 203 204 211 217 218 229 233 
Dial 1 
to turn on the message waiting indicator for that extension. 
EXT-200 MSG-ON TOTAL MSG 0015 
200 201 203 204 211 217 218 229 
Release MESSAGE 
a Message Waiting Indicator 
Press and hold down MESSAGE 
to see the list of all current indicators. 
Dial the extension number desired 
The display shows that the extension has a message waiting. For 
example: 
EXT-200 MSG-ON TOTAL MSG 0015 
200 201 203 204 211 217 218 229 
Dial 0 
to turn off the indicator for that extension. 
EXT-200 MSG-OFF TOTAL MSG 0014 
201 203 204 211 217 218 229 233 
Release MESSAGE 
Advanced Call Handling 3-7