Toshiba Perception 1 2 User Manual

							U. Agent Queue Status 
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JUL 11 THU 9:53 
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V. ACD Trunk Number 
[-iiGiLJ 
W. ACD Trunk Answered 
1. Trunk ID shifts right 
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CUSTOMER SERVICE I If you are logged in as an ACD agent, the LCD will display the number of 
calls in queue that are waiting to be answered. The sample display 
(shown on the left) shows one call in queue. 
When an ACD trunk is ringing at an ACD station, the queue number and 
trunk ID (either alpha or numeric) is displayed. 
Once the ACD trunk call has been answered, the trunk ID shifts to the 
right of the display. 4. Supervisor’s Display 
When the supervisor answers the Assistance call, the “ASSIST AGT” 
message will move to the right on the supervisor’s display. 
X. WorkTime 
010 
00:03:50 
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Y. Assistance Call 
1. Aoent Places Call 2. Rings Supervisor 
While the Assistance call is ringing at the supervisor’s station, the display 
shows which agent is placing the Assistance call. 
3. Supervisor Answers 
When the supervisor answers the Assistance call, the agent’s display 
changes to reflect “SUPRVSR ASSIST” 
2. Elapsed Time Displays 
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00:00:01 
I The trunk ID is displayed for ten seconds and then changes to elapsed 
time. 
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ASSIST 
I When an ACD agent completes a call, the agents status changes to 
After Call Work Time (programmable option). The queue status 
disappears and After Call Work Time appears in the upper right-hand 
corner and updates every ten seconds. Elapsed time remains on the 
display. When After Call Work Time is complete, the queue size, date, 
and time will be displayed again. 
When an agent places an Assistance Call, “ASSIST” is displayed in the 
lower right-hand corner of the agents LCD. 2. Monitored Call 
1. Agents display 
When a supervisor monitors an agents ACD call, a message will appear 
on the agent’s display to inform the agent that this call is being 
Then, the display will change back to elapsed time after five 
2. Supervisor’s display 
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The supervisor’s LCD displays which agent is being monitored for the 
entire time that the supervisor is monitoring the call. 
ALPHANUMERIC DISPLAY 
The Alphanumeric Messaging feature on your LCD telephone enables 
you to set a short text message (up to 16 characters) at your station to 
ensure that you do not miss important calls. Any station may record a 
message; however, only stations with an LCD are able to display 
messages. 
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							Your system has up to IO preprogrammed messages (hand-written 
below) that can be displayed at any LCD telephone calling your station. 
You can add to or change any of these messages to leave a 
personalized message at your station. Any text that you program for 
message 9 will be saved and can be used again. However, any text that 
you program for messages 0 - 6 will be lost when you cancel the 
message. 
PREPROGRAMMED MESSAGES 
0. 
2. 
3. 
4. 
5. 
6. 28. Dial the access code fl[ m 
7. 
6. 
9. 
To Leave a Message on Your 
LCD Telephone: 
1. Press the m button (handset The MES LED will flash (if equipped), and “MES NO.?” will be displayed. 
on-hook) or obtain dial tone 
and dial the access code 
dillil--.. 
2. Dial the number of the 
message, that you want to 
appear, via the dialpad. (See 
the above preprogrammed 
messages.) The selected message will be displayed. 
3. Press them button (if 
equipped) or hang up. The MES LED will light steadily. 
To Leave a Message on a non- 
LCD Telephone: 
1. Press the m button (handset The MES LED will Hash (if equipped). 
on-hook or dial the access 
code fl 
b 0, - (handset 
off-hook). 
46 2. Dial the number of the 
message, that you want to 
appear, via the dialpad. (See 
the above preprogrammed 
messages.) 
3. Press them button (if 
equipped) or hang up. 
To Cancel a Message on Your 
Telephone: 
IA. Press them button. 
or . . . 
IS. Lift the handset. The MES LED will light steadily. 
The message will clear from the LCD. 
You will hear dial tone. 
38. Hang up. The message will be canceled. 
To Add to a Preprogrammed Message: 
When you select a message, it will appear on your station display. A 
cursor (-) will also appear immediately to the far right side of the display. 
You can now input additional information (up to a total of 16 characters 
for each message). Some system messages may expect you to add 
more information. For example: 
1. Call 
n Add a station or outside telephone number. 
2. Sack at 
n Add the time you will return. 
3. Return at 
n Add the date you will return. 
To Leave a New Message: 
You can leave a completely new, personalized message by overwriting 
any of the existing preprogrammed messages. To do this, simply call up 
one of the preprogrammed messages as instructed above. When the 
cursor appears to the right of the message, shift it to the left margin and 
write your new message over the programmed one. The new message 
will remain at your station until canceled. It will then be erased and the 
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							original programmed message will be restored. 
Use the following procedure when adding to a preprogrammed message 
or when leaving a new message: 
To Record a Message: 
1. 
2. 
3. 
4. 
5. Call up the message that you 
want to add to or change. (See To Leave a Message.) 
Press the 1 button to access (Refer to the figure on the following page for an explanation of the 
alpha characters. dialpad buttons,) 
Press the 1 button to move the 
cursor (-) to the desired 
position. (The left edge of the display to program a new message, or two spaces 
to the right of the preprogrammed message to add information.) 
Press the button 
corresponding to the letter 
which you want to enter. Use the 1 button to shift from letter to letter on that button. For example: 
n If you press a, a D will be displayed. By pressing 1, the D will change 
to E. By pressing a again, the E will change to F. Press m again and 
the F will change to Ct. 
n To enter spaces, press 0. 
Numbers are also entered on the dialpad. 
If you want to enter a number, 
press the 01 button to change 
to numeric characters. Press 
the a button again to return to 
alpha characters. 
0 button moves 
cursor to the right 
(also used to 
access special 
characters) Each button has three letters that 
are used in messaging; the 1 button 
is used to shift between the letters 
0 button moves the 
cursor to the left 
lTJp?J~ a button alternates 
between alpha 
-m 
q q / and numeric 
characters 6. The following special 
characters may be set by 
pressing 0 and then pressing 1 
to step through the available 
characters: 
cl, 2, :, -, +, /. 
7. When the message is 
complete, press them Your message is now stored on your station. 
button, or if you do not have a 
m button, press them 
butto 
1 button is used to shlft between 
the three letters on each alpha button 
(also used to access special characters) 
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							Address Code 
10 Name 
23 
24 
25 
26 
27 
26 
29 
8 
32 
33 
34 
35 
36 
37 
36 
39 
40 
41 
dG 
44 
45 
1; 
46 
49 
50 ~ 
51 52 
53 
54 
ii- 
Phone Number Address Code 
55 
56 
57 
50 
59 
60 
61 
62 Name 
65 66 
67 
66 
69 
70 
71 
72 
73 
74 
565 77 
76 
79 
60 
01 
62 
63 
64 
s8s5 07 
00 
09 
90 
91 
92 
93 
94 
95 
96 
97 
90 
99 Phone Number 
) 
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							TOSHIBA 
DIGITAL 
TELEPHONE 
USER GUIDE 
TABLE OF CONTENTS 
SUBJECT PAGE 
B U S I N E S S 
TELEPHONE 
SOLUTIOIUS 
b PERCEPTION 
Ie & exl 
DIGITAL PGX 
TELEPHONE DIAGRAMS.. ......................................................................................................... iii 
20-button Digital Telephone ..................................................................................... iii 
20-button Liquid Display Digital Telephone.. ............................................................ iv 
GENERAL lNFORMATlON.. ....................................................................................................... 
1 Call Progress Tones.. ............................................................................................... 1 Special Signal Tones (While Telephone Is In Use) .................................................. 2 
Ringing Signals ....................................................................................................... 2 
DN LED Indications.. ................................................................................................ 2 
Volume Controls.. ..................................................................................................... 3 
SPEED DIALING ............................ i.. ......................................................................................... 4 
Automatic Dialing.. ................................................................................................... 4 
Repeat Last Number Dialed.. ................................................................................... 5 
Speed Dial-Station.. ................................................................................................. 5 
Speed Dial-System .................................................................................................. 6 
CALL FUNCTIONS.. ................................................................................................................... 6 
Automatic Callback .................................................................................................. 6 
Call Forwarding.. ...................................................................................................... 6 
Call Pickup Directed.. ............................................................................................... 
11 Call Pickup Group .................................................................................................... 12 
Conferencing.. .......................................................................................................... 12 
Consultation Call.. .................................................................................................... 13 
Do Not Disturb ......................................................................................................... 13 
Handsfree AnswerbacWSpeaker Cut-off.. ................................................................ 14 
Least Cost Routing .................................................................................................. 
15 Off-hook Call Announce.. ......................................................................................... 15 Outgoing Calls ......................................................................................................... 17 
Station-to-Station Calling ......................................................................................... 17 
CALL HOLD AND TRANSFER.. ................................................................................................. 18 
Call Holding.. ............................................................................................................ 16 
Call Transfer.. ........................................................................................................... 19 
Call Waiting .............................................................................................................. 19 
Camp-on Calls ......................................................................................................... 20 
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							SUBJECT PAGE 
MESSAGES ........................................................ 
....................................................................... 
Meet-me 21 
Page ......................... 
................................................................................ 
Message Center Operation.. 21 
..................................................................................... 21 
Message Waiting.. 
.................................................................................................... 22 
Paging, External Zones (Five Zones) ...................................................................... 23 
Paging, Internal Groups (0, 2 - 17). 
......................................................................... 23 
Station-to-Station Message Waiting with LCD.. ....................................................... 24 
Voice Mail.. ............................................................................................................... 25 
Voice Page 
............................................................................. .‘. ................................ 26 
MISCELLANEOUS FEATURES ................................................................................................. 27 
Account Code Calls ................................................................................................. 27 
Account Number Recording.. ................................................................................... 29 
Automatic Wake-up/limed Reminder.. ..................................................................... 30 
Executive Override.. ................................................................................................. 31 
Maid-in-Room Status (Lodging/Health Care Only). .................................................. 31 
Manual Signaling.. .................................................................................................... 32 
Privacy Release ....................................................................................................... 32 
Private Line ................ . 
............................................................................................ 33 
Speakerphone (Optional) ........................................................................................ 33 
Toll Restriction/Class of Service Override.. .............................................................. 35 
Universal 
Night Answer.. .......................................................................................... 
35 
LIQUID CRYSTAL DISPLAY.. ..................................................................................................... 36 
Summary of LCD Functions.. ................................................................................... 37 
Alphanumeric Display .............................................................................................. 45 
SYSTEM DIRECTORY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 
SPEAKER 
 
VOLUME 
UP/DOWN 
CONTROL, 
BUTTONS 
MODULAR 
HANDSET 
CORD HANDSET 
-LEXIBLE 
:EATURE 
BUTTONS 
MESSAGE WAfTlNG 
BUTrON AND LED 
INDICATOR 
CONFERENCE/ 
TRANSFER 
BUTTON 
LAST 
NUMBER 
REDIAL 
BUTTON 
HOLD 
BUTTON 
ON/OFF BUTTON SPEAKER ON/OFF 
AND LED INDICATOR BUTTON AND LED 
INDICATOR SLIDING 
DIRECTORY 
TRAY 
20-button Digital Telephone 
ii . . . 
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							SPEAKER 
VOLUME 
UP/DOWN 
CONTROL 
BUTTONS 
MODULAR 
CORD 
 HANDSET LCD DISPLAY 
GENERAL INFORMATION 
LCD CONTROL BUTTONS 
. FLASH 
BUTTON 
FLEXIBLE 
’ FEATURE 
BUTTONS 
, MESSAGE WAITING 
BUTTON AND LED 
INDICATOR 
_ TRANSFER/ 
CONFERENCE 
BUTTON 
. LAST 
NUMBER 
REDIAL 
BUTTON 
kOLD 
BUTTON 
ON/OFF BUTTON 
AND LED INDICATOR SPEAKER ON/OFF ShING 
BUTTON AND LED DIRECTORY 
INDICATOR TRAY 
20-button Liquid Display Digital Telephone 
iv 
Your digital telephone has been designed to provide easy access to the 
wide range of features offered by your telephone system. Each digital 
telephone is equipped with a dialpad, 26 feature buttons, volume control 
up-and-down buttons, and a handset. (A second modular connector can 
be used for a headset or other external device.) The feature buttons on 
each side of the dialpad are fixed, and their functions cannot be 
changed. The feature buttons above the dialpad are flexible and can be 
changed in programming. 
Many digital telephones in your system are provided with specific buttons 
that activate features. This is for your communications convenience, by 
speeding and enhancing telephone usage. However, because the 
system is so feature-rich, not all of its features can be assigned buttons. 
These additional features are accessed by dialing codes (which are 
indicated in this guide by appearing after the button, usually in 
parentheses). This user guide provides step-by-step instructions for each 
of these features. 
NOTE: Ii is possible that your digital telephone may not be able to 
access a// of the listed features. This is because feature accessibi/ity is 
assigned by a Station’s Class of Service in system programming. 
CALL PROGRESS TONES 
Dial: Standard tone-continuous; proceed to dial. 
Recall Dial: 
Standard tone-three short pulses followed by 
continuous tone: proceed with feature execution. 
Busy: Standard tone-60 impulses per minute (IPM); the 
station or trunk you have dialed is busy. 
Overflow: Same as busy tone-120 IPM: your call has been 
blocked due to dialing error or service restrictions. 
Ringing: Standard tone-l -second on, 3seconds off; your call is 
ringing. 
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							SPECIAL SIGNAL TONES (While Telephone Is In Use) 
Camp-on: 
A single muted warning tone indicates that a call is 
waiting. 
Call Waiting: 
Two short warning tones via the speaker, accompanied 
by a flashing Call Waiting LED indicates that a call is 
waiting. 
Attendant Verification/Executive Override: 
A short tone burst via the handset (repeated every .I5 
seconds) is applied whenever the attendant enters the 
conversation, and when a station user enters your 
conversation using the Executive Override feature. 
RINGING SIGNALS 
Internal Call: A ringing signal via the speaker every 4 seconds. 
External or Attendant Call: 
A double ringing signal via the speaker at 4-second 
intervals. 
DN LED INDICATIONS 
One of the new enhancements provlded with the Digital Telephones is 
the DN LED indications illuminating as both RED and/or GREEN. The 
following list describes both the state and color used to indicate the 
status of the DNs. 
Flash: l/2-second on, l/2-second off-indicates an incoming 
call. DN flashes RED. 
In-use: 2-seconds on, l/5-second off, l/&second on-indicates 
that a DN is in use at your telephone. DN is GREEN. 
On: Steady on-indicates that a DN is in use at another 
telephone. DN is RED. 
On-hold: l/20-second on, l/20-second off-indicates that a call is 
on hold at your telephone. DN is GREEN. Wink: 3/S-second on, i/&second off-indicates that a call is on 
hold at another station. DN is RED. 
off: DN is idle. 
All of the flexible feature buttons and some of the fixed feature buttons 
have LEDs. If a feature button is activated, its LED will be RED. 
VOLUME CONTROLS 
The two m buttons, left of the dlalpad, control the ring, speaker, 
and handset volume levels. The buttons consist of two arrows: one that 
points up and one that points down. To increase any of the above 
mentioned volume levels, press the upward pointing arrow; to decrease 
any of the levels, press the downward pointing arrow. 
IMPORTANT1 
Either button must be held down for at least an efghth of a second 
for any volume change to OCCUT. If either button Is continually held 
down, the volume will continually change until the button Is 
released. 
To Adjust Ring Tone: 
1. Make sure the handset is on- 
hook. 
2. Press them button. 
3. Hold down them 
button until the desired ring 
volume is set. Continuous ring tone will be heard. 
To Adjust the Speaker Volume: 
While on an established call using 
on-hook dialing, press the 
m button until the desired 
volume is set. 
To Adjust the Handset Volume: 
While the handset is off-hook on 
an established call, press the 
m button until the desired 
volume is achieved. 
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							To Adjust Station-to-Station 
Handsfree Volume: 
While receiving a handsfree 
station-to-station call, press the 
m button until the desired 
volume is set. 
To Dial a Stored Telephone 
Number: 
1. Lift the handset. You will hear dial tone. 
2. Press the appropriate m 
button. The telephone number will be dialed. 
To Store a Telephone Number 
(for Telephones with Flexible 
Automatic Dlallng): 
1. Leave the handset on-hook. 
2. Press the desired m button. The ADL LED will flash. 
3. Dial the telephone number to 
be stored (16 digits 
maximum). 
4. Press them button again. 
SPEED DIALING 
AUTOMATIC DIALING 9 
An Automatic Dialing m button allows you to store and automatically 
dial any telephone number (up to 16 digits) by pressing a single button. 
The stored number can be a station number, access code, or outside 
number. If your telephone has Flexible Automatic Dialing, then you can 
store numbers directly from your telephone. If, however, your telephone 
has Fixed Automatic Dialing, stored numbers are fixed and can only be 
altered via programming. 
NOTE: If may be necessary to insert a pause to allow for dial tone delay. 
To enter a pause, press the 0 bulion afier the trunk access code. 
The ADL LED will go out, and the telephone number will be stored. REPEAT LAST NUMBER DIALED 
The system automatically stores the last number that you dialed. This 
enables you 10 quickly redial when the number that you have dialed is 
either busy or is not answered. 
To Redlal the Last Number: 
1. 
2. Lifl the handset. You will hear dial tone. 
To Use Speed DIaLStatIon: 
1. Lift the handset. 
2. Press the appropriate m or 
m button, or dial the 
access code (d bj 
3. Dial the Speed Dial-Station 
address code (0 - 9). The system will automatically redial the number. 
NOTE: On the Digital Telephones, the m button is now a fixed 
feature key to the right of the dialpad. 
SPEED DIAL-STATION 
If your telephone is equipped with Speed Dial-Station button(s), you can 
establish a personal directory of up to 10 telephone numbers per list. 
You will hear dial tone. 
The SDC or SDU LED will flash. 
The SDC or SDU LED will go out, and the system will dial the stored 
number. 
A Speed Dial-Station directory may be shared by several statlons. 
However, only one of these stations, designated as the controller, can 
store or change numbers. 
To Store Numbers or Change 
Address Codes: 
1. Leave the handset on-hook. 
2. Press them button. 
3. Dial the assigned single-digit 
code (0 - 9). The SDC LED will flash. 
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							4. Dial the number to be stored 
(16 digits maximum). 
5. Press them button. The SDC LED will go out, and the number will be stored. 
6. Record the Speed Dial-Station 
address code and telephone 
number for future reference. 
To Use Speed Dial-System: 
1. Lift the handset. 
2. Press them button or dial 
the access code ah . 
3. Dial the Speed Dial-System 
address code (10 - 99). 
To Store or Change a Telephone 
Number: 
1. Notify the attendant. NOTE: It may be necessary to insert a pause to allow for dial tone delay 
To enter a pause, press the 4 button after the trunk access code. 
SPEED DIAL-SYSTEM 
As many as 90 telephone numbers can be stored in the Speed Dial- 
System directory. 
You will hear dial tone. 
The SDS LED will flash. 
The system will dial the stored number. 
(The Speed Dial-System directory is controlled by the attendant console.) 
NOTE: In a consoleless operation, the Speed Dial-System is set and 
changed via the programming terminal (TTY connection). 
CALL FUNCTIONS 
AUTOMATIC CALLBACK 
If you attempt to call another station or access a trunk and receive a busy 
tone, you can request to be signaled when the desired station or trunk is 
idle. You may continue to use your telephone in the usual manner while 
awaitina a callback. To Activate Automatic Callback: 
1. Press the m button, or press 
the B button and 
dial the access code (0 0, 
-. 
2. Hang up and wait for the 
callback, or dial another call. 
To Answer Automatic Callback: 
1. When the desired connection 
becomes idle, your telephone 
will signal once. 
2. You must pick up the call 
within six seconds. 
3. Lift the handset or press the 
prime m button. 
4A. If the called party is a trunk: 
5A. Proceed to dial. You will hear recall dial tone, and the ACB LED (if equipped) will light. 
The ACB LED (if equipped) and the DN LED will flash. 
If you do not, your request will be canceled. (This time period is 
programmable.) 
You will hear outside dial tone. 
NOTE: If the call was made using Least Cost Routing, then, at this point, 
the called number will be dialed automatically. 
48. If the called party Is a station: The called station will ring, and you will hear rlngback tone. If you hear 
overflow tone, this indicates that another station had already either 
camped onto, registered an Automatic Callback, or placed a call to that 
station before you. 
58. Hang up and wait to be called 
again. 
To Cancel Automatic Callback: 
1. Press the m button or dial 
the acccess code (0 0 h The ACB LED (if equipped) will go out, and the callback will be canceled. 
7