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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AT&T
AT&T System 25
Switched Loop
Attendant Console
User Guide

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  • Page 1 AT&T AT&T System 25 Switched Loop Attendant Console User Guide...
  • Page 2 ©1989 AT&T All Rights Reserved Printed in USA TO ORDER COPIES OF THIS DOCUMENT REFER TO DOCUMENT NUMBER 555-540-706. Contact: Your AT&T sales representative, or Call: 800-432-6600, Monday to Friday between 730am and 6:00 pm EST. In Canada call: 800-255-1242, or Write: AT&T Customer Information Center 2855 North Franklin Road...

  • Page 3: Table Of Contents

    Contents Introduction Attendant Features Answering Calls Attendant Message Waiting Conference Calls Directory Display Display Functions Hold Incoming Calls Inspect Night Service Paging Park Placing Calls Position Busy System Alarm Testing Your Console Standard Multiline Features Account Code Entry Automatic Intercom Call Accountability Call Waiting Callback...
  • Page 4 Forwarding Hands-Free Answering Last Number Dialed Leave Word Calling Message Waiting Personal Message Waiting Pickup Programming Numbers Recall Repertory Dialing (REP DIAL) Signaling Speakerphone Speed Dialing Transfer Glossary...

  • Page 5: Introduction

    Introduction This guide describes how to Attendant Console (SLAC). Attendant Console (DTAC), console. Features You can use most of the features available to other multiline telephone users. In addition, as the attendant, you have access to special features that will help you handle calls. Your AT&T System 25 has two types of features: fixed and assignable.

  • Page 6: Attendant Consoles

    Attendant Consoles The Switched Loop Attendant Console (SLAC) can be used alone or with a Direct Extension Selector Console (Selector Console). The setup you will use depends on the size and needs of your company. This guide provides instructions for using both consoles.

  • Page 7: Loop Buttons

    Loop Buttons Voice communications paths between your console and the System 25 are called loops. Your console receives calls one at a time; if you are busy with a call, other incoming calls will wait in a line (a “queue”) until you are ready to respond. If there are two attendants they share the same queue.

  • Page 8: Handset Tones

    Using the Selector Console If you are placing a call to extension 273: Press the 200 Group Select button on the bottom row. Press the 73 DXS button. If you are placing a call to extension 4519: Press the 4500 Group Select button. Press the 19 DXS button.

  • Page 9: Ringing Tones

    Ringing Tones System 25 signals you with four distinctive rings. The rings and their descriptions are listed below. INSIDE CALL llllllllllllllllllll Your call is from a person inside your company. OUTSIDE CALL llllll llllll Your call is from someone outside your company. ABBREVIATED ALERT This can indicate a call on another line;...

  • Page 10: Queue Status

    Data Dial Code (DDC) When your System 25 was installed, Data Dial Codes (DDCs) were assigned to data terminals. If associated with your System 25, you will receive separate information regarding its use. Personal Dial Code (PDC) Personal Dial Codes (PDCs) were assigned to telephones. In most cases, your PDC is your extension number.

  • Page 11: Additional Information

    This Guide This guide has two feature sections: Attendant Features and Standard Multiline Features. The Attendant section describes the features you will use as an attendant. The Multiline section describes the features that are available to you and all other multiline telephone users.

  • Page 13: Attendant Features

    Attendant Features Answering Calls You can receive only one call at a time on your console; calls are held in a queue at the System 25 until you (or the other attendant) can handle them. Your console receives incoming calls only when you have no active calls, and at least one loop is idle.
  • Page 14 Answering Calls (Continued) When a call arrives at the console from an inside phone, the display shows the extension number and name of the person calling. The “!” symbol indicates that ten or more calls are waiting in the queue. 314 Sherwood,A ! A call that you sent to A.

  • Page 15: Attendant Message Waiting

    Attendant Message Waiting You can use a Message light to notify people of a waiting message. When you dial an extension, the status of the light next to ATTENDANT MESSAGE WAITING Message light on the telephone you call. Turning on Message Waiting Lights While Ringing the Telephone If the light is not on, press The !ight next to this button turns on.
  • Page 16 Attendant Message Waiting (Continued) After confirmation tone, press again. The light next to this button goes off. Hang up. Display Using the Attendant Message Waiting feature does not affect the call information display. ATTENDANT MESSAGE WAITING...

  • Page 17: Conference Calls

    Conference Calls You can set up a conference that includes a combination of System 25 extensions as well as outside calls. You may have up to five conferees; however, no more than two may be on outside lines. To set up a conference, start with one call; then contact the new parties one at a time and add them to the original loop.
  • Page 18 Press the button next to the blinking light to add this LOOP person to the conference. The loop where the last conferee was called becomes idle again. If you want to add another conferee, return to Step 2 and continue. Display Each time a party is called for a conference, the normal information is displayed.

  • Page 19: Directory

    Directory If your System Administrator has set up a system directory, you can use the display to obtain extension numbers, data numbers, or DGC access codes for people connected to your System 25. With this display feature, you can access the name and number of a specific person.
  • Page 20 Press The system will provide you with the first name in the directory that matches the search combination that you specified. At the beginning of each entry, you will see the letter “D” to remind you that you are using the Directory feature. the next entry, press To see press...
  • Page 21 Placing Directory Calls When the display shows the name and number of the person you want to call, press The system will automatically dial the number presently appearing on your display. If your handset is on-hook, your speakerphone will turn on. Exiting from the Directory When you do one of the following, the Directory feature:...

  • Page 22: Display

    Display The console’s built-in display provides visual information about outgoing calls. Various uses for your display are incoming and as follow: Handling calls more easily Checking the time and date Setting the alarm, time, day, date, and timer Programming buttons or speed dialing codes from your telephone Using the system directory to check a specific person’s number...

  • Page 23: Symbols Used In Displays

    Display (Continued) Pressing the button puts the display into the Inspect INSPECT mode, where you can check the information associated with specific buttons. See the entry entitled “Inspect” for more details. button allows you to check the number DIRECTORY associated with someone in your system. For more information about operation for this feature, see the entry for “Directory”.
  • Page 24 The following Call Type identifiers the Screen 2 display. Display symbol This is a Third-Party (Data feature) call. The covered station was busy. The covered station did not answer the call. The call was sent using the Following or Forwarding feature. This is a DGC call.

  • Page 25: Display Functions

    Display Functions button provides access to special features built into LOCAL your display unit. The buttons at the top of the telephone (next to the display screen) control a clock, calendar, 60-minute timer, and an alarm. When you press LOCAL, you select next.

  • Page 26: Hold

    Hold You can hold calls while you attend to other matters and then pick them back up. After you put a call on hold, you may hang up the handset without losing the call. Keep in mind that when you put a call on hold, the system is signalled that you are available to receive another call;...
  • Page 27 Hold (Continued) Returning to the Held Call Press the button next to the blinking light. LOOP If necessary, lift the handset to continue talking. Using Hold to Place Another Call Press HOLD The light next to the button of the held call blinks. Press an idle button and listen for dial tone.
  • Page 28 Display The display screen goes blank after a call has been put on hold. When you return to a held call, the same display originally associated with the call appears again. Call from an inside station: 343 Green,A 1 Call from an outside station: BRANCH...

  • Page 29: Incoming Calls

    Incoming Calls You can use either your SLAC or Selector Console to send calls to other telephones. Before you send (extend) a call, you can check to see if the person will accept the call. (This is called an Announced Call.) While you are talking, the caller is on hold and cannot hear you.
  • Page 30 Switching Between Parties You can switch back and forth between the caller (source) and the person you want to connect the call to (destination) by using buttons. To move between parties: SOURCE DEST Press to go back to the caller. SOURCE Press to go back to the called party.
  • Page 31 When you dial the inside extension, Screen 1 displays it. &372 Taylor,B 4 Screen 2 remains the same. OUTSIDE After the person you are calling answers, press information about the person calling returns to the screen. information about the person you are If you press DEST, calling now appears on the screen.

  • Page 32: Inspect

    Inspect The inspect mode allows you to use your console display to get the following information: The extension number and associated name for either a call on hold or a call ringing at a The number of trunks available in a group of trunks represented by a FACILITY The number or code stored on a...
  • Page 33 Inspect (Continued) Display To display information about a held or ringing call, press the button of the call. The display is the same as the one LOOP that appeared when the call first arrived at the console. 322 Sisolak,W 8 To get the number of busy trunks in a pooled facilities group, button.

  • Page 34: Night Service

    Night Service When you leave for the night, the system can be set so that incoming calls either ring a night bell or are directed to preassigned telephones. Activating Night Service Press to turn on Night Service. NIGHT The light next to this button turns on. To turn off this feature: Press to turn this feature off.

  • Page 35: Paging

    Paging If your company has a paging system, you may access the system by using either a button or a code. See your System Administrator for the paging access code and for additional information if you have a zoned paging system. Using the Paging System Listen for dial tone.

  • Page 36: Park

    Park Parked calls are similar to held calls except that they can be picked up from any telephone. Any call can be parked on the SLAC, but only one call can be parked at a time. On the Selector Console, eight calls can-be (However, only outside calls can be Console.) See your System Administrator for...
  • Page 37 Park (Continued) If the call is for someone else, dial or page that person and identify the code where the call is parked. Hang up. NOTE: If the parked call is not answered within a preset interval (the default time is two minutes), the call will return to the console on a any incoming call.

  • Page 38: Placing Calls

    Placing Calls You can place calls to people inside or outside your company with buttons. LOOP Placing Inside Calls Using the SLAC Lift the handset and listen for dial tone. light next to the selected Dial the extension number. Using the Selector Console Listen for dial tone.
  • Page 39 Placing Calls (Continued) When an Incoming Call is Ringing Press an idle button, LOOP The red light moves to the selected button. Listen for dial tone. Continue to place the call in the normal way. For Someone Else Answer the call. Press TRANSFER.
  • Page 40 Placing Calls (Continued) Display Typical display for an inside call shows the extension number and name of the person called. The digit “3” indicates that three calls are waiting in the queue. Davis,R Typical display for an outside call shows the dialed digits and the number of calls in the queue.

  • Page 41: Position Busy

    Position Busy You can make your SLAC temporarily unavailable to most incoming calls by pressing in the Position Busy mode and turns on the light next to your button. POS BUSY If your company has two attendant consoles, the system sends your incoming calls to the other attendant while your console is in the Position Busy mode.

  • Page 42: System Alarm

    System Alarm If the green light next to the problem with the System 25. once. If you press the flashing from flashing to steadily lit. A new steady light to start flashing again. the trouble has been corrected. after Display A system alarm does not affect the current display.

  • Page 43: Testing Your Console

    Testing Your Console You can test the lights and ringer on your SLAC and the lights on your Selector Console. On the SLAC, the Test/Program 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 located on the bottom row (far right) with the Group Select buttons.

  • Page 45: Standard Multiline Features

    Standard Multiline Features Account Code Entry For bookkeeping purposes, account codes may be assigned to use with certain calls. If you are required to use account codes for outgoing calls, the code must be entered before you can place an outgoing call. See your System Administrator to verify the types any, for which you must enter an account code.
  • Page 46 Account Code Entry (Continued) NOTE: You will be disconnected from your call when you Press A C C T E N T R Y finished your conversation. Dial the account code. NOTE: If you make a mistake while entering the account code, press again, then the correct account code.

  • Page 47: Automatic Intercom

    Automatic Intercom You and another person may each have a button labeled that you can use to call each other. AUTO ICOM Using AUTO ICOM Press AUTO ICOM Listen for ringback. Display Automatic Intercom calls show the same information on the display as all inside System 25 calls.

  • Page 48: Call Accountability

    Call Accountability You can use your own extension number at any telephone to place toll calls that should be billed to you. Billing Calls to Your Extension Listen for dial tone, then press Dial your extension number. Listen for dial tone, then dial the telephone number.

  • Page 49: Call Waiting

    Call Waiting Some telephones in your System 25 may have the Call Waiting feature. When you dial the extension of a person who has this feature and their line is busy, you will hear a special ringback tone. This tone indicates that the line is busy, but the person has been notified of a waiting call.

  • Page 50: Callback

    Callback If a System 25 extension or outside line is busy when you place a call, you can request a callback. Your call will wait in a line (called a queue) for the extension or line to become available. The system will then alert you with a priority ring and complete the call.
  • Page 51 Callback (Continued) Display Typical displays for Callback are When you successfully complete shows : CALL QUEUED When you receive the callback, information associated with the originally-dialed number is displayed, preceded by “Q”. For example: Q95551212 If the request fails, the display shows: QUEUE DENIED If you cancel the request, the display shows: QUEUE CANCELED...

  • Page 52: Coverage

    Coverage You may be covering calls for other telephones. In this calls will be sent to you after a preset number of rings, and will be handled like any other incoming call. (The System Administrator determines the number of rings before unanswered calls are sent to coverage.

  • Page 53: Data Calls

    Data Calls Placed from Your Telephone If your System Administrator has assigned a your telephone, you can use it to place data calls for your associated data terminal. Placing a Data Call Turn on your data terminal. Listen for telephone dial tone. If your data call is an inside call, go to Step 4.

  • Page 54: Direct Group Calling (Dgc)

    Direct Group Calling (DGC) Your System Administrator will advise you if you have been assigned as a member of a Direct Group Calling (DGC) group. Calls that go to these groups are distributed among its members for the purpose of answering incoming group associated calls. Leaving the Group Members may temporarily procedures:...

  • Page 55: Direct Station Selection (Dss)

    Direct Station Selection (DSS) DSS buttons allow numbers to be stored in the memory system so you can make calls without dialing the digits. There are two kinds of DSS buttons: fixed and flexible. Fixed DSS buttons, , are extension numbers or access codes programmed by the System Administrator.

  • Page 56: Exclusion

    Exclusion This feature prevents others from listening in on a shared line. While on a call, activating this feature will automatically disconnect all other inside lines. To include selected inside people on your call, press call. Activating Exclusion Answer or place a call. Press EXCLUSION The light next to this button turns on.

  • Page 57: Following

    Following You can have your personal calls sent to another telephone by using either the Following or the Forwarding feature. To use the Following feature, at a telephone other than your own, you sign in your extension number. To cancel the request, you may either sign out your extension number from that other telephone, or sign in at your own telephone.
  • Page 58 Following (Continued) Signing Out All Extensions This procedure signs out all extension numbers that have been signed in at this telephone except for the extension normally assigned to it. Listen for dial tone, then press Listen for confirmation tone and hang up. Display The characters dialed (including * *) appear on the display screen.

  • Page 59: Forwarding

    Forwarding You can have personal calls sent to another telephone or to an outside number. Forwarding allows you to direct calls to another location while still at your own telephone. Read the procedures for Forwarding and Following and then use the feature that fits your need.

  • Page 60: Hands-Free Answering

    Hands-Free Answering The Hands-Free Answering (HFAI) feature allows you to answer calls without lifting the handset. Turn this feature off before leaving your console unattended, or incoming calls cannot be covered by many System 25 features, such as Forwarding, Send All Calls, etc.

  • Page 61: Last Number Dialed

    Last Number Dialed You can redial the last number you dialed (up to 16 digits) by using the button. LAST # DIALED Numbers are stored in Dialing feature or the following buttons: C O N F E R E N C E FACILITY L O O P REP DIAL...

  • Page 62: Leave Word Calling

    Leave Word Calling You can use the Leave Word Calling feature only if the VOICE POWER Voice Message System (VMS) is connected to your System 25. You may want to use the Leave Word Calling feature for any of the following reasons: The person you called is busy The call is unanswered You have requested callback for that extension...

  • Page 63: Message Waiting

    Message Waiting Message Waiting is available on most multiline telephones, and is a feature that can be used by anyone in the system. Most telephones have a light that indicates a waiting message. You may also have a MESSAGE turn the light off after you receive messages. If your telephone does not have a MESSAGE code to turn it off.

  • Page 64: Personal Message Waiting

    PersonaI Message Waiting You and another person may have been assigned buttons that are used to signal each other. If so, a message waiting is indicated by the light next to the receiver can turn this light off. Sending a Personal Signal Do not lift the handset.

  • Page 65: Pickup

    Pickup Pickup allows you to answer a call that is ringing at another telephone. All multiline telephones have this fixed feature. Pickup calls arrive at the entered. Picking Up Calls Listen for dial tone, then press Dial the extension number of the ringing telephone. Picking Up Calls Listen for dial tone.

  • Page 66: Programming Numbers

    Programming Numbers You can program numbers into buttons, and Personal Speed Dialing codes. While only extension numbers can be programmed into numbers and special characters may be programmed into buttons (maximum of 28 characters) and Personal REP DIAL Speed Dialing codes (maximum of 25 characters). Special Characters You may need to use the “*”...
  • Page 67 Using # as a Character If you want to use a “#” as an actual character, you must place two “#”s in the programmed number. For example, you may want to program a Call Accountability feature access code (# # extension), into a You program: # # # #275 This means: Using # with Speed Dialing Codes...
  • Page 68 Programming Numbers (Continued) Programming or Removing Numbers Listen for dial tone, then press If you want to remove a number, go to Step 3. Dial the number you want to program. To indicate on which button this programmed or removed: Press FLEX DSS REP DIAL...

  • Page 69: Recall

    Recall If a System 25 telephone or outgoing line is busy when you attempt to place a call, you can press When the telephone or outgoing line becomes available, the system will ring your telephone. For more information about this feature, see the “Callback” section. In addition, if your company uses certain Central Office features, button may be used to access these features.

  • Page 70: Repertory Dialing (Rep Dial)

    Repertory Dialing (REP DIAL) You can program telephone numbers, account codes, or feature access codes into REP DIAL characters). You can then dial the programmed number by pressing REP DIAL For instructions on how to program section for “Programming Numbers”. Placing Calls Listen for dial tone.

  • Page 71: Signaling

    Signaling You can use a button to send an alert to another telephone without actually calling that telephone. Signaling Another Telephone Do not lift the handset. Press SIGNAL . Display Sending a signal does not affect the display; however, when you receive a signal, the display shows the name of the person who signalled you: S I G...

  • Page 72: Speakerphone

    Speakerphone Your SLAC has a button that allows you to answer and place calls without lifting the handset. You can switch from speakerphone to handset operation: simply lift the handset and continue the call. To return to speakerphone operation, press and hang up the handset.

  • Page 73: Ending Calls

    Ending Calls Wait until you have completed your conversation. Press SPEAKERPHONE The lights next to the Speakerphone and Microphone buttons go off. Display The display for a speakerphone call is exactly the same as for a handset call.

  • Page 74: Speed Dialing

    Speed Dialing Speed dialing allows you to dial telephone numbers (or enter account codes) by simply dialing “#“ and a 2- or 3-digit code. There are two kinds of speed dialing – Personal and System. Personal Speed Dialing codes are 2-digit numbers that allow you to program up to twenty personal numbers.

  • Page 75: Transfer

    Transfer If you use on the SLAC to extend calls, unanswered TRANSFER and busy calls will not be returned to your console and may be lost . When you transfer a call, the original person is temporarily placed on hold and is not connected to the other person until you hang up.

  • Page 77: Glossary

    Glossary feature that allows you to assign account account code codes to calls to charge them to specific entry customers, clients, or business cases. feature that warns you of system problems. alarm button that may be given to you as an assigned button optional feature.
  • Page 78 call waiting a telephone feature that notifies you of an incoming call while on another call. callback feature that allows you to request the use of a busy extension or line. The system will signal your telephone when the telephone or line is available.
  • Page 79 (Floating Personal Dial Code) a temporarily FPDC assigned extension number associated with a person, but not a particular telephone. FPDCs provide the convenience of receiving calls at various telephones. repeating on/off tone indicating that the fast busy tone dialed number or access code is busy, misdialed, or restricted, or that an outgoing line is busy.
  • Page 80 feature that allows you to turn message message waiting lights on and off at telephones in the system. (See also personal message waiting.) feature that allows two people in the system message waiting to turn a light on or off at each other’s signal telephone, notifying them of a message.
  • Page 81 feature that allows you to have calls that position busy normally come in to your console sent to either another attendant console or to a designated backup telephone. feature that allows the telephone to select prime line a button automatically when you lift the preference handset to place a call.
  • Page 82 special ringback one long tone followed by one short, dull tone tone indicating that the person you dialed is busy on a call and has Call Waiting. speed dialing feature that allows you to place a call or enter an account code by pressing the “#” and a 2- or 3-digit code.

  • Page 83: Feature Access Codes

    AT&T System 25 QUICK REFERENCE CARD Switched Loop Attendant Console FEATURE ACCESS CODES FEATURE Account Code to enter an Account Code to send a signal while ringing extension to send a signal when not ringing ext. Attendant Message to turn off signal while connected to ext. Waiting to turn off signal when not connected to extension...
  • Page 84 QUICK REFERENCE CARD Switched Loop Attendant Console (See Features list on other side.)
  • Page 85 Graphics © AT&T 1988 555-540-706...

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