AT&T SYSTEM 25 User Manual
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AT&T SYSTEM 25 User Manual

AT&T SYSTEM 25 User Manual

Switched loop attendant console
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Download this manual See also: User Manual, Installation and Maintenance Manual
555-520-706
Issue 1, June 1987
AT&T SYSTEM 25
SWITCHED LOOP
ATTENDANT
CONSOLE
USER GUIDE

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  • Page 1 555-520-706 Issue 1, June 1987 AT&T SYSTEM 25 SWITCHED LOOP ATTENDANT CONSOLE USER GUIDE...
  • Page 2 Call: 800-432-6600, Monday to Friday between 7:30 am and 6:00 EST, or Write: AT&T Customer Information Center 2855 North Franklin Road PO. Box 19901 Indianapolis, Indiana 46219 Switched Loop Attendant Console User Guide Prepared by System 25 Document Development Group and the AT&T Documentation Management Organization...

  • Page 3: Table Of Contents

    TABLE OF CONTENTS I N T R O D U C T I O N O v e r v i e w Support Information A T T E N D A N T F E A T U R E S A n s w e r i n g C a l l s A t t e n d a n t M e s s a g e...
  • Page 4 C a l l P i c k u p D i r e c t S t a t i o n S e l e c t l o n ( D S S ) H a n d s - F r e e A n s w e r I n t e r c o m ( H F A I )

  • Page 5: Introduction

    Monitor system alarms. This guide contains the operating procedure for every feature that can be used at your console. System 25 has two kinds of features, fixed and assignable, that transform a telephone into a voice terminal. A fixed feature is one that is standard (that is, built-in or ready-to-use) and does not have to be activated by the System Administrator.
  • Page 6 Discuss the assignable features you need with your System Administrator. A System 25 can have either one or two Attendant Positions. At any position, the basic SLAC can be used alone or with a Direct Extension Selector Console. The size and needs of your company will determine whether you have the basic SLAC or the SLAC + Selector Console combination.
  • Page 7 Overview (Contd) In addition to the Introduction, this user guide has two main sections, Attendant Features and Standard Multiline Features. The first section contains the procedures that you will be using most of the time in your duties as attendant to answer, originate, and extend calls.

  • Page 8: Support Information

    Handset Tones System 25 signals you with several tones heard through the handset. The tones and their descriptions are listed below. • Dial Tone (a continuous steady tone) - You can dial.
  • Page 9 Support Information (Contd) Ringing Tones System 25 signals you with four distinctive rings. The rings and their descriptions are listed below. • Inside Call (one long ring, repeated) - Your call is from a person inside your company. • Outside Call (two short rings, repeated) - Your call is from someone outside your company.
  • Page 10 Support Information (Contd) Loop Buttons The voice communications paths between your console and the system switch are called loops. Your Switched Loop Attendant Console gets its name from the system’s ability to hold incoming attendant-bound calls in a queue and switch them to the console by way of these voice loops.
  • Page 11 Support Information (Contd) NOTES : Flex DSS buttons are defaults and can be assigned to any allowable features. In a one-console system, Pos Busy button can be assigned to another feature. Console Buttons and Lights C o n t i n u e d...
  • Page 12 Support Information (Contd) Lights A red l-use light and a green status light adjacent to each <LOOP> button provide information about the loop terminated on that button. A steady red light identifies the line you are using or will be using when you lift the handset.
  • Page 13 Support Information (Contd) The Selector Console lights can also provide you with other information about activity at system stations: • A call parked at a Call Park DXS button will cause the associated light to turn on steadily. • Any call from an inside station to the console is indicated by a flashing DXS light;...
  • Page 14 Support Information (Contd) Pressing the <INSPECT> button puts the display into the Inspect mode, in which you can check the information associated with specific buttons. Refer to the Inspect feature for details. The Thumb-wheel Contrast control adjacent to the screen allows you to adjust the visibility of the display under various lighting conditions.
  • Page 15 “!”. DDC's and PDC's When your System 25 was installed, Data Dial Codes (DDC's) were assigned to data terminals, and Personal Dial Codes (PDC's) were assigned to voice terminals. In most cases, your PDC is your extension number.

  • Page 16: Attendant Features

    ATTENDANT FEATURES Answering Calls Only one call can come into your console at a time; calls are held in a queue at the system switch until you, or the other attendant, can handle them. Your console is available to incoming calls only when you have no other active calls and at least one loop is idle.
  • Page 17 Answering Calls (Contd) • A call from an inside station is directed to the console. The display shows the extension number and name of the calling party. The “ ! ” symbol indicates that ten or more calls are waiting in the queue. 1463 Pearson,M •...
  • Page 18 Answering Calls (Contd) A call placed to C. Smith by some internal party has redirected to the console for coverage, as indicated by the > symbol. >1197 Smith,C To determine the source of the original call, press <SCROLL> to display Screen 2 1 0 1 3 B l a c k , D The letter s indicates that the called party, Smith, activated Send All Calls to send the call to coverage.

  • Page 19: Attendant Message Waiting

    Attendant Message Waiting You can use a Message light to notify voice terminals of waiting messages. When you call a voice terminal, the status light next to your <ATTENDANT MESSAGE WAITING> button will have the same on/off condition as the Message light on the voice terminal you call. Most voice terminals have a button associated with their Message light so that users can turn off their own lights.
  • Page 20 Attendant Message Waiting (Contd) 2. Continue with the call or hang up Turning Off a Message Waiting Signal Without Ringing the Voice Terminal 1. Lift the handset and listen for dial tone < > 2. Press ATTENDANT MESSAGE WAITING 3. Dial the PDC of the terminal. 4.

  • Page 21: Conference

    Conference You can set up a conference that includes System 25 stations as well as outside callers. The maximum number of conferees is five; however, no more that two may be on outside trunks. The basic technique for setting up a...
  • Page 22 Conference (Contd) • Press <RELEASE> or <FORCED RELEASE> to drop an outside call that is ringing or returning tone. • Press <RELEASE> or <FORCED RELEASE> to drop an inside or outside call that is completed but the party for some reason will not join the conference.
  • Page 23 Conference (Contd) Typical Displays for Conference Calls: Each time a party is called for a conference setup, the normal information is displayed. Inside party: 3 0 1 5 D u n n , B Outside party: 9 5 5 5 1 6 3 4 As each new party is added to the original loop, the display shows the number of conferees (including you) now connected together, along with the current...

  • Page 24: Extending Calls

    Extending Calls Extending a call consists of putting an active call on temporary hold (splitting), placing another call to an inside party or an outside number, and then connecting the two calls together. You can release from the calls or remain connected.
  • Page 25 Extending Calls (Contd) 3. Press <RELEASE> as soon as the called number starts ringing. Notes: • Trunk calls to inside stations only: If you hear a busy tone instead of ringing, you can activate the Camp-On feature by pressing <RELEASE>. —...
  • Page 26 Extending Calls (Contd) If you are extending an inside party to an outside trunk, press <START> and dial the call from the SLAC. 3. Wait for the called party to answer. Notes: • If the called station rings but does not answer, pressing <CANCEL>...
  • Page 27 Extending Calls (Contd) — The light next to the <DEST> button turns off. • If the called party accepts the call, press <RELEASE>. — The caller is connected to the called party. — The call is separated from the console and the loop becomes idle again.
  • Page 28 Extending Calls (Contd) Typical Displays for an Extended Call: You answer an incoming DID trunk call placed by an outside party to your PDC, 1501. The caller asks to be connected to B. Taylor on extension 1728. Screen 1 has the following display: 1 5 0 1 D I D...
  • Page 29 Extending Calls (Contd) Screen 2 is unchanged: 1 5 0 1 D I D & After the called party answers, pressing <SOURCE> returns the calling party information to the screen: 1 5 0 1 D I D & If you now press <DEST>, called party information appears on the screen again: &1728 Taylor,B If you press <JOIN>, Screen 1 shows a conference...

  • Page 30: Hold

    Hold You can hold a call while you attend to other matters, and then pick up the call again. After you put a call on hold, you can hang up the handset without losing the held call. If you do not return to a held call within a preset time interval, the system will remind you with a visible change in the wink rate and, if administered, an audible tone.
  • Page 31 Hold (Contd) 2. To place an outgoing call immediately, press an idle <LOOP> button and complete the call. 3. If you do not want to make another call now, hang up; incoming calls can ring at other <LOOP> buttons. Returning to the Held Call While Still Off-Hook 1.
  • Page 32 Hold (Contd) Typical Displays for Return to Held Call: The same display that was originally associated with the call appears again. Call from inside station: 1 4 3 5 G r e e n , A Call from outside station: Trunk 1...

  • Page 33: Inspect

    Inspect The Inspect mode allows you to use your console display to get the folIowing information: • The PDC and associated name for a call on hold or ringing at a <LOOP> button. • The number of trunks available in a group of trunks represented by a <FACILITY>...
  • Page 34 Inspect (Contd) To get the number of busy trunks in a pooled facilities group, press the [FACILITY] button. The display has the form “XX of YY BUSY”. Typical Display: 03 of 16 BUSY To display the number stored on a <REP DIAL>, <LAST # DIALED>, <DSS>, or <FLEX DSS>...

  • Page 35: Night Service

    Night Service When you leave for the night, you can set the system so that calls coming in from outside your company either ring a bell or are directed to preassigned voice terminals. Activating Night Service 1. Press <NIGHT>. • The light next to this button turns on. Deactivating Night Service 1.

  • Page 36: Paging

    Paging You can page a party in your system if your company has paging equipment. Paging is often used with the Park feature. The paging system can be reached by way of an assigned feature button or an access code. Paging a Party in Your System 1.

  • Page 37: Park

    Park Parked calls are like held calls except that they can be picked up from any voice terminal. Any call, inside or outside, can be parked on the Basic SLAC, but only one call at a time. On the Selector Console, eight outside calls can be parked simultaneously;...
  • Page 38 Park (Contd) If the call is for someone else, dial or page that person. Tell him to pick up the call by dialing *8 followed by your attendant PDC (not 0). Hang up. Note: If the parked call is not picked up within 2 minutes, it will return to the console on the <LOOP>...
  • Page 39 Park (Contd) Screen 2 shows the source of the parked call: C O T r u n k 1 Typical Displays for Calls Parked on the SLA C: The following example is an incoming trunk call parked on your PDC. The display shows the characters as you dial them to park the call: A returning parked call is displayed on both screens.

  • Page 40: Placing Calls

    Placing Calls You can place two general types of calls from the console: • Inside calls - calls to stations inside your system. • Outside calls - calls to parties on the outside; sometimes referred to as trunk calls. Outgoing calls use the loops terminated on the five <LOOP>...
  • Page 41 Placing Calls (Contd) You can also make inside calls using the Direct Station Selection and Repertory Dialing features, which are covered later in this guide. Placing an Outside Call from an Idle Console 1. Lift the handset. • The green light next to the selected <LOOP> button turns on.
  • Page 42 Placing Calls (Contd) • Dial tone is supplied. 3. Continue to place the call in the normal way. Placing an Outside Call for an Inside Party and Calling the P a r t y B a c k W h e n t h e C o n n e c t i o n i s R e a d y 1.
  • Page 43 Placing Calls (Contd) Typical Display for an Outside Call: The display shows the dialed digits and the number of calls in the queue. 912125551212...

  • Page 44: Position Busy

    Position Busy If your system has two attendant consoles, you can make your position busy to most incoming calls and have them directed to the other console. Only one console can be placed in Position Busy mode at a time. In a one-console configuration, you can activate Position Busy only if some voice terminal has been specifically administered as a backup answering position.

  • Page 45: System Alarm

    System Alarm If the green light next to the <ALARM> button flashes, there is a problem with the System 25. Notify your System Administrator at once. If you press the flashing <ALARM> button, it will change to steady, but the trouble still exists. A new trouble situation will cause a steady <ALARM>...

  • Page 46: Testing Your Consoles

    Testing Your Consoles You can test the lights and ringer on your SLAC and the lights on your Selector Console. On the SLAC, the Test switch is located on the left side. It has two positions, T and P (the P position is inoperative). On the Selector Console, the Test button is the rightmost button in the bottom row with the Group Select buttons.

  • Page 47: Time Functions

    Time Functions Pressing the <LOCAL> button puts the console into the local mode and provides access to clock and timer functions. The buttons at the top of the terminal, adjacent to the display screen, control a clock, a calendar, a 60- minute timer, and an alarm.

  • Page 48: Standard Multiline Features

    STANDARD MULTILINE FEATURES Account Code Entry For bookkeeping purposes, your System Administrator may assign account codes to use with certain calls. Caution: Pressing the Account Code Entry button, <ACCT ENTRY>, will disconnect you from your call. Do not operate this button until the end of the conversation. Entering an Account Code 1.

  • Page 49: Automatic Intercom

    Automatic Intercom This feature provides a dedicated private talking link between your console and another station in your system. Automatic Intercom is assigned to a feature button, preferably one with a status light (the light turns on when the associated station is off-hook).

  • Page 50: Call Accountability

    Call Accountability You can use your PDC at any voice terminal to place toll calls that will be billed to you. Charging a Call to Your PDC from Another Terminal 1. Lift the handset and listen for dial tone. 2. Dial ## followed by your PDC. 3.

  • Page 51: Call Coverage

    Call Coverage The queue that holds calls before they come to the console can be assigned as a receiver of coverage calls. Coverage calls are answered in the same way as any other incoming c a l l s . Typical Displays: A coverage call ringing at the console provides displays called party information (Screen 1) and calling party...

  • Page 52: Call Following

    Call Following If you leave your console temporarily to go to another station, your PDC calls can follow you. You must sign in your PDC at that new station. When you are ready to return to your console, you may either sign out your PDC from that other voice terminal or sign in at your own console.

  • Page 53: Call Pickup

    Call Pickup This feature enables you to answer calls that are ringing at other stations without leaving the console. System 25 offers two types of call pickup: group (an assigned feature) and directed (a fixed system feature). Picked up calls come to the <LOOP>...

  • Page 54: D I R E C T S T A T I O N S E L E C T L O N ( D S S )

    Direct Station Selection (DSS) This feature allows you to place a call to a specific inside station by pressing an assigned button. Two types of Direct Station Selection can be administered to the console: • Fixed DSS, which is programmed by the System Administrator (this type is provided for numbers that are called by all or many system users).
  • Page 55 DSS (Contd) Display: When you press a <DSS> or <FLEX DSS> button, the display shows the stored number and the name associated with the number just as it does for any internal call.

  • Page 56: Hands-Free Answer On Intercom (Hfai)

    Hands-Free Answer on Intercom (HFAI) The Hands-Free Answer on Intercom (HFAI) feature allows you to answer inside calls without lifting the handset of the console. For this feature to be operational, the System Administrator must assign Auto Answer to a programmable button with a status light.
  • Page 57 HFAI (Contd) The light next to this button will turn on. Ending the Call 1. Press [SPEAKERPHONE]. The lights next to [SPEAKERPHONE] and [MICROPHONE] turn off. Turning Off the HFAI Feature 1. Press [HFAI]. • The light next to this button turns off. 2.

  • Page 58: Incoming Calls Group

    Incoming Calls Group You may be in an Incoming Calls Group, also known as a Direct Group Calling (DGC) group. Calls to an Incoming Call Group are distributed among the group members. If you are a member of a group, you can answer calls to the group on your <LOOP>...

  • Page 59: Last Number Dialed

    Last Number Dialed You can redial the last inside or outside number you dialed (up to 16 digits) by using the <LAST # DIALED> button. Numbers are stored in <LAST # DIALED> when you use the following buttons or features to place a call: •...
  • Page 60 Last Number Dialed (Contd) 2. Press <LAST # DIALED> 3. Continue the call in the normal way. Display: The display shows all the characters that were dialed, including any access codes associated with pooled facilities.

  • Page 61: Manual Signaling

    Manual Signaling You can use a button to send an audible signal to another voice terminal. Sending a Manual Signal 1. Do not lift the handset. 2. Press <SIGNAL>. Display: Manual signaling does not affect the current display.

  • Page 62: Placing Data Calls From Your Console

    Placing Data Calls From Your Console If your System Administrator assigned a <DATA> button to your console, you can use it to place calls for your associated data station. Placing a Data Call 1. Turn on your data terminal. 2. Lift the handset and listen for dial tone. 3.

  • Page 63: Programming Numbers

    Programming Numbers You can program <FLEX DSS>, <REP DIAL>, and Personal Speed Dialing codes. While only PDC's can be programmed into <FLEX DSS> buttons, strings of numbers and special characters may be programmed into <REP DIAL> buttons and Personal Speed Dialing codes (maximum of 28 characters).
  • Page 64 Programming Numbers (Contd) Using * as an Actual * Character If you wish to program an * as an actual * character, you must place a # before the * For example, you may wish to program the Feature Access Code *7O into <REP DIAL>: Programmed characters: #*70.
  • Page 65 Programming Numbers (Contd) For example, you may wish to store in a <REP DIAL> both a telephone number (555-4444) and an identification code that should be transmitted directly to the far end (12345): Programmed characters: 9*5554444**#312345. Meaning: 9 (1.5 second pause) 5554444 (3 second pause) (start end to end signaling) 12345.

  • Page 66: Recall

    Recall If your company uses certain Central Office features, the [RECALL] button may be used to access these features. Check with your System Administrator for a description of available features, access codes, and procedures.

  • Page 67: Repertory Dialing

    Repertory Dialing You can program telephone numbers, account codes, or feature access codes into <REP DIAL> buttons and then dial the programmed numbers by pressing the buttons. For instructions on how to store Rep Dial numbers, see the feature section titled Programming Numbers. Placing a Call Using Repertory Dialing 1.

  • Page 68: Speakerphone

    Speakerphone The Speakerphone feature allows you to answer and place calls and carry on conversations without lifting the handset. Pressing the [SPEAKERPHONE] button is equivalent to lifting the handset. You can switch from speakerphone operation to handset operation by simply Iifting the handset and continuing the call.
  • Page 69 Speakerphone (Contd) 2. Talk to the caller by speaking toward the console in a normal voice. Note: To temporarily keep the other party from hearing you, press [MICROPHONE]. The light next to this button will turn off. To resume your conversation with the other party, press [MICROPHONE] again.

  • Page 70: Speed Dialing

    Speed Dialing Speed Dialing allows you to use dialing codes to dial telephone numbers or enter account codes. There are two kinds of speed dialing: System and Personal. System speed dialing codes (#100 through #189) are programmed by the System Administrator and are used for numbers that are frequently called by several people in your company.

  • Page 71: Transfer

    Transfer If you use [TRANSFER] on the SLAC to extend calls, unanswered and busy calls will not be returned to your console and may be lost. Under certain circumstances, you may use [TRANSFER] to connect an incoming trunk call to another trunk. See your System Administrator for more information.

  • Page 72: Glossary

    GLOSSARY feature that allows you to assign account account code entry codes to calls to charge them to specific customers, clients, or business cases. feature that warns you of system alarm problems. a button that may be assigned an optional assigned feature;...
  • Page 73 Glossary (Contd) busy-to-idle feature that allows you to be notified reminder automatically when a person or trunk is available. call feature that allows you to make calls at accountability another voice terminal and have them charged to your PDC. call coverage feature that allows system users to have their calls answered by someone else.
  • Page 74 Glossary (Contd) confirmation three short tones that indicate an action was accepted and you can proceed to the tone next step. feature that allows you to place a data data call call from your console and then transfer the call to your data terminal. (data dial code) extension number assigned to a data terminal.
  • Page 75 (digits, “*”, or access code “#”) that allows you to access System 25 features. fixed button button that has a fixed feature and label (not programmable).
  • Page 76 (also referred calls group to as direct group calling [DGC] group). call between two (or more) System 25 inside call voice terminals (signaled by one long ring) voice link that carries all incoming and loop outgoing calls between the console and the system switch.
  • Page 77 (depressing the switch hook) and the Speakerphone is turned off. outside call call between a System 25 voice terminal and another voice terminal not connected to System 25. Outside calls are made over Central Office or other trunks.
  • Page 78 Glossary (Contd) (personal dial code) extension number assigned to an individual and normally associated with the voice terminal at the person’s desk. Floating PDC's are not associated with any particular voice terminal and can be used only when they are signed in at a voice terminal. position busy feature that allows you to have calls that come to your console (position) sent to...
  • Page 79 Glossary (Contd) queue an ordered sequence of calls waiting at the system switch to be directed to the attendant console for processing. feature that separates you from a call release being extended and frees you to handle another call. repertory feature that allows you to program a telephone number (or account code) into dialing...
  • Page 80 PDC. person responsible for assigning features system and overseeing System 25 operation. (The administrator person to talk to when questions or problems arise.) the central digital electronic unit that...
  • Page 81 AT&T System 25 QUICK REFERENCE CARD= Switched Loop Attendant Console User Guide SYSTEM SPEED NUMBERS CODE TELEPHONE NUMBER DIALING CODES CODE DESCRIPTION Your PDC Your Accoutn Code(s) Your DDC Facility Access Code PERSONAL SPEED DIALING NUMBERS CODE TELEPHONE NUMBER # 2 0...
  • Page 82 AT&T System 25 QUICK REFERENCE CARD- Switched Loop Attendant Console User Guide FEATURE ACCESS CODES FEATURE CODE ToAnswer a Call Ringing at at Voice Terminal in Your Call Pickup Group * 7 0 To Answer a Call Ringing at Any Other Voice Terminal...

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