Mitel SUPERCONSOLE 1000 SX-200 User Manual
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Mitel SUPERCONSOLE 1000 SX-200 User Manual

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USER GUIDE - SUPERCONSOLE 1000
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Summary of Contents for Mitel SUPERCONSOLE 1000 SX-200

  • Page 1 Integrated Communications Platform USER GUIDE - SUPERCONSOLE 1000 ®...
  • Page 2 Mitel Networks™ Corporation (MITEL ). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document.

  • Page 3: Table Of Contents

    Table of Contents Table of Contents Chapter 1: Getting Started Introduction ....................... 9 About the Console .................... 9 Before you begin ..................9 Console Components ................10 Using this Guide ..................... 14 Adjusting the Console ..................15 Selecting the Ringing Output ..............15 Turning the New Call Ring Off/On .............
  • Page 4 SUPERCONSOLE 1000 User Guide ® Extension Paging ..................33 Park and Paging ..................34 Placing Ringing or Paging Intercom Calls ............34 Setting and Canceling Do Not Disturb on an Extension ........35 Setting and Canceling Message Waiting on an Extension ......35 Overriding Busy or Do Not Disturb ..............36 Redialing the Last Number ................36 Setting up a Serial Call ..................37 Using Tone Signaling ..................37...
  • Page 5 Table of Contents Chapter 5: Using Trunk Functions Viewing Trunk Status ..................65 Viewing Trunk Group Busy Status ..............65 Accessing Specific Trunks ................66 Taking a Trunk Out of Service ................ 67 Chapter 6: Hotel/Motel Features Displaying and Changing Room Data ............. 71 Listing/Counting Rooms by Occupancy and Condition Status ......
  • Page 6 SUPERCONSOLE 1000 User Guide ®...

  • Page 7: Chapter 1 Getting Started

    Chapter 1 Getting Started...
  • Page 8 SUPERCONSOLE 1000 User Guide ®...

  • Page 9: Introduction

    Getting Started Introduction Take a few minutes to explore this guide – it contains all the information ® you need to operate the SUPERCONSOLE 1000 Attendant Console. The first section introduces you to the console. You will learn what each group of keys does and how to interpret information on the console display.

  • Page 10: Console Components

    SUPERCONSOLE 1000 User Guide ® Console Components The illustration below shows the main parts of the console. Note the two jacks on the left side. One is for the handset or headset that you use; the other is for the handset or headset used by the person training or monitoring new attendants.
  • Page 11 Getting Started Console Keys The console has three types of keys: Dialpad keys, Softkeys and Fixed Keys. Dialpad keys The dialpad on the right side of the console has 20 keys, including the standard 12 dialing keys. ∧ ∨ Ringer Volume keys: The Volume and Volume keys increase or decrease the loudness of the console ringer.
  • Page 12 SUPERCONSOLE 1000 User Guide ® Fixed Keys The Fixed keys are arranged in two rows of seven keys. You use them to perform basic operations such as answering calls and placing calls on hold. Each key in the bottom row has a lamp that indicates the status of a call or feature.
  • Page 13 Getting Started Softkeys Softkeys have functions that change depending on the state of the call you are handling or the feature you are using. For example, when you call a busy extension the display will show the softkey functions that are available for handling the call.

  • Page 14: Using This Guide

    SUPERCONSOLE 1000 User Guide ® Using this Guide Some of the procedures in this guide include an illustration of the console display. The illustration shows how the display will look when you are performing the procedure. Note the abbreviations in the upper half of the display. The following table explains the meaning of those abbreviations.

  • Page 15: Adjusting The Console

    Getting Started Adjusting the Console Selecting the Ringing Output You can route the ringing that accompanies an incoming call to the handset/headset instead of the console speaker. To select the ringing output: 1. Press Cancel while holding down the Function key. 2.

  • Page 16: Adjusting The Ringer Volume

    SUPERCONSOLE 1000 User Guide ® Adjusting the Ringer Volume To raise or lower the ringer volume while the console is ringing: ∧ ∧ 1. Press and release the Volume key to increase or the Volume to decrease the volume. 2. Repeat until the ringing is at the volume you want. Adjusting the Handset and Headset Receiver Volume The Volume keys adjust the volume of the console ringer and the volume of the handset and headset receiver.

  • Page 17: Setting The Console Language

    Getting Started Any attendant can switch the system into night or day service. When the system is in night service, the night status indicator (Night 1 or Night 2) displays on all consoles. To switch to night or day service: 1.

  • Page 18: Programming Macros

    SUPERCONSOLE 1000 User Guide ® Programming Macros If you frequently perform a console task that requires several keystrokes, you can automate the task using a macro. A macro is a series of keystrokes that you assign to a single key. Instead of repeating the keystrokes each time you want to perform a task, you can press the macro key to execute all the keystrokes at once.
  • Page 19 Getting Started 2. Enter the keystrokes you want to include in your macro. You can enter up to 15 keystrokes using the dial pad keys and the special function softkeys explained below. Use the ← key to correct any mistakes. Tip: Write down the keystrokes in case you experience problems with the console and have to reprogram your macros.

  • Page 20: Special Function Softkeys

    SUPERCONSOLE 1000 User Guide ® Special Function Softkeys The following special function softkeys are available for programming macros: Press [DEST] Dial the number displayed on the DST line when the macro key is pressed. (Used to program a macro to transfer calls to voice mail;...

  • Page 21: Programming A Macro For Transfer-To-Voice-Mail

    Getting Started Programming a Macro for Transfer-to-Voice-mail To program a macro that transfers calls to a voice mailbox: At step 4 in the programming procedure: • Dial the voice mail hunt group number. • Press the [INSERT PAUSE] softkey to allow the voice mail system time to respond.

  • Page 22: Using A Superset™ Pkm48 With The Console

    SUPERCONSOLE 1000 User Guide ® Using a SUPERSET™ PKM48 with the Console Up to two SUPERSET PKM48 modules can be connected to the console. The keys on the modules are programmed by your system administrator as Direct Station Select (DSS)/Busy Lamp Field (BLF) keys. Each key has a lamp that indicates the status of the associated line or extension.

  • Page 23: Chapter 2 Call Handling

    Chapter 2 Call Handling...
  • Page 24 SUPERCONSOLE 1000 User Guide ®...

  • Page 25: Answering Calls

    Call Handling Answering Calls Ringing and a flashing Answer key indicate the arrival of a call. The number next to C/W in the display indicates how many calls are waiting to be answered. The information displayed next to the softkeys F1 to F0 indicate the actions you can take by pressing the corresponding softkey.

  • Page 26: New Call Indication

    SUPERCONSOLE 1000 User Guide ® To answer calls: Do one of the following: • Press Answer to answer the first call in the queue. • Press a softkey (F1 – F0) to answer a specific type of call. The first line of the display shows >>> SRC followed by an extension number and name for an internal call, or a trunk number for an external call.

  • Page 27: Misdialed Numbers

    Call Handling Misdialed Numbers If you do not want to complete dialing, or if you misdial a number, either • Press to erase the misdialed digits, and then dial the correct number. - or- • Press Cancel to return to the Source party, and then redial the number. Reaching a Busy Destination or an Extension with Do Not Disturb Activated If the called destination is busy or the extension has Do Not Disturb...

  • Page 28: Reaching An Extension With An Advisory Message

    SUPERCONSOLE 1000 User Guide ® Reaching an Extension with an Advisory Message Users with a display phone can show a short message, called an Advisory Message, on other display phones or consoles that call their phone. When you call an extension with an Advisory Message, the message appears on the DST line of the console display as follows: >>>DST 3070 S.BERRY IN A MEETING RINGING<<<...

  • Page 29: Hold Recall

    Call Handling To access the five Hold slots available on the softkeys: 1. Press Hold 4+. The display changes as follows: The display shows that Hold slots 5, 6, and 8 are free, Hold 7 is in use, and Hold 4* is "recalling" the console. 2.

  • Page 30: Stacked Hold

    SUPERCONSOLE 1000 User Guide ® Stacked Hold When an extension has a call on hold, or is in a conference call, and dials the attendant, the display will indicate a held or conferenced call. For example, a held call would show as: Pressing the [C ] softkey establishes a conference call involving the console and extensions 3103 and 3045.

  • Page 31: Answering Recalls

    Call Handling To release the console from a conference call: Do one of the following: • Press Release to connect both parties and then release them from the console. • Press Cancel to release the parties from the console without first connecting them.

  • Page 32: Answering Intercepts To The Console

    SUPERCONSOLE 1000 User Guide ® 4. If you pressed [D ], do one of the following: • Press [O ] to break into the busy extension. VERRIDE • Press [S ] to send a message waiting indication to the busy extension.

  • Page 33: Extension Paging

    Call Handling To page someone to pick up a call on hold at the console: 1. Place the Source call on hold. (See page 28.) 2. Press and hold Page. The lamp above the key lights. Page 3. Do one of the following: •...

  • Page 34: Park And Paging

    SUPERCONSOLE 1000 User Guide ® Park and Paging Park and Paging allows the system to assign an orbit number to park a call and page the telephone. Park and Paging options include • Park and Page Set: After a call is parked, the system performs an All Set Page.

  • Page 35: Setting And Canceling Do Not Disturb On An Extension

    Call Handling Setting and Canceling Do Not Disturb on an Extension Do Not Disturb (DND) prevents calls from ringing a user’s extension. You can set and cancel DND on a user’s extension while you are on a call with the user. To set or cancel DND on an extension: 1.

  • Page 36: Overriding Busy Or Do Not Disturb

    SUPERCONSOLE 1000 User Guide ® Overriding Busy or Do Not Disturb The Override feature allows you to intrude into a busy extension or an extension with Do Not Disturb (DND) active. To use Override: 1. Press and hold [O VERRIDE If you are overriding a busy extension, both parties hear a long beep, and then you enter the conversation.

  • Page 37: Setting Up A Serial Call

    Call Handling Setting up a Serial Call The Serial Call feature allows outside callers to talk to more than one extension user in sequence without redialing the main business number each time. To set up a serial call while connected to an outside call: 1.

  • Page 38: Flashing On Trunks

    SUPERCONSOLE 1000 User Guide ® Flashing on Trunks A trunk flash is a signal sent to another telephone system to do something such as place a call on hold. You may need to use this feature when you have a call from another PABX in your own company network, and you want to transfer it to the originating PABX or to a third one.

  • Page 39: Parking Calls

    Call Handling Parking Calls Two types One type of call parking are is available from the console: Call Park - System and Call Park - Specific Orbit. You can also retrieve a call that was transferred to the wrong extension. Call Park - System Parking a call is the same as placing it on hold except that the call is held by the system, not by the console Hold keys.

  • Page 40: Last Call Retrieve

    SUPERCONSOLE 1000 User Guide ® Last Call Retrieve This feature allows you to recover a call you transferred to the wrong extension. The call must still be ringing the original extension to be recovered. To retrieve the last call transferred from the console: •...

  • Page 41: Multiple Console Operation

    Call Handling To turn off call logging at an extension: 1. Press Function. 2. Press the [A ] softkey. UNCTION 3. Press the [S ] softkey. TATIONS 4. Dial the extension number. 5. Press the [C ] softkey. OGGING 6. Press the [D ] softkey.

  • Page 42: Centralized Attendant Service (Cas)

    SUPERCONSOLE 1000 User Guide ® Centralized Attendant Service (CAS) CAS allows an attendant at one PABX to answer calls that arrive at another interconnected PABX. Except for recalls, CAS has no effect on the way you handle calls from the console. When a call from another PABX in a CAS system recalls the console, it appears as a “Dial 0”...

  • Page 43: Chapter 3: Using System Functions

    Chapter 3 Using System Functions...
  • Page 44 SUPERCONSOLE 1000 User Guide ®...

  • Page 45: Viewing System Alarm Information

    Using System Functions Viewing System Alarm Information An alarm indicator on the display means a fault in the telephone system has occurred. You can read information about the nature and location of the fault from the console. To read an alarm message: 1.

  • Page 46: Viewing 911 Call Alarms

    SUPERCONSOLE 1000 User Guide ® Viewing 911 Call Alarms This feature raises an alarm at the console when an extension user places a 911 (or other designated Emergency Services number) call and identifies the extension that placed the call. With this information, you can direct emergency services (for example, police or ambulance personnel) to the location from which the call was placed.

  • Page 47: Setting System Date And Time

    Using System Functions Setting System Date and Time You can change the date and time appearing on the console display. The time displays either in 12- or 24-format depending on system programming. To set the time: 1. Press Function. 2. Press [A UNCTION 3.

  • Page 48: Canceling All Call Forwarding

    SUPERCONSOLE 1000 User Guide ® Canceling All Call Forwarding You can cancel Call Forwarding on all extensions in the system. To cancel Call Forwarding on all extensions: 1. Press Function. 2. Press [A UNCTION 3. Press [M …]. 4. Press [C You can also set up Call Forwarding for individual extensions from the console.

  • Page 49: Setting Up System-Abbreviated Dialing Numbers

    Using System Functions • Press [S ] to confirm the new access code. • Press [E ] to exit without changing the code. Setting up System-Abbreviated Dialing Numbers Abbreviated dialing allows extension users to call a telephone number or enter a system access code by dialing a three-digit index number. You can program and display system-abbreviated dialing numbers from the console.

  • Page 50: Setting Up Night Answer Points

    SUPERCONSOLE 1000 User Guide ® Setting up Night Answer Points A night answer point is the number of an extension or other destination where incoming trunk calls will ring when the system is in Night Service. For more information about Night Service, see page 16. To set up night answer points: 1.

  • Page 51: Displaying The Console Identity

    Using System Functions Displaying the Console Identity The console has an extension number which extension users can dial instead of "0" (zero) to call you. You can display the console extension number along with the system software version. To display the console extension number and the system software version: 1.
  • Page 52 SUPERCONSOLE 1000 User Guide ®...

  • Page 53: Chapter 4: Using Extension Functions

    Chapter 4 Using Extension Functions...
  • Page 54 SUPERCONSOLE 1000 User Guide ®...

  • Page 55: Setting/Canceling Call Forwarding

    Using Extension Functions Setting/Canceling Call Forwarding You can set up and cancel Call Forwarding on individual extensions from the console. The instructions that follow apply to systems programmed with Split Call Forwarding, which allows you to specify different destinations for internal and external calls.

  • Page 56: Setting/Canceling Do Not Disturb

    SUPERCONSOLE 1000 User Guide ® Setting/Canceling Do Not Disturb Do Not Disturb (DND) prevents calls from ringing an extension. You can set and cancel DND on any extension in the system. To set or cancel DND on an extension: 1. Press Function. 2.
  • Page 57 Using Extension Functions Reading and Clearing Messages Depending on your system’s programming, you may be able to read and clear messages left for an extension by another user or attendant console. Without this capability, you can only read and clear messages that you have set.

  • Page 58: Setting/Clearing Advisory Messages

    SUPERCONSOLE 1000 User Guide ® Setting/Clearing Advisory Messages You can read Advisory Messages left on a display telephone and clear or change an existing message. To read, set, or clear an Advisory Message: 1. Press Function. 2. Press [A UNCTION 3.

  • Page 59: Taking An Extension Out Of Service

    Using Extension Functions Taking an Extension Out of Service You can take an extension out of service (busy it out) if there is a problem with that extension or the system. An out-of-service extension can neither make nor receive calls. To busy out an extension: 1.

  • Page 60: Call Monitoring

    SUPERCONSOLE 1000 User Guide ® Call Monitoring This feature allows you to monitor another extension user's phone conversation, either with or without the user's knowledge. If your system is programmed to notify users that they are being monitored. they hear a beep when monitoring begins. Users that have a display telephone also see your name and extension number in the display for the duration of the call.
  • Page 61 Using Extension Functions To form a three-party conference with the user and the other party: • Press the [C ] key. To end the monitoring session: • Press [E Note: If you wish to continue monitoring after exiting the conference, you must set up the monitor again.
  • Page 62 SUPERCONSOLE 1000 User Guide ®...

  • Page 63: Chapter 5: Using Trunk Functions

    Chapter 5 Using Trunk Functions...
  • Page 64 SUPERCONSOLE 1000 User Guide ®...

  • Page 65: Viewing Trunk Status

    Using Trunk Functions Viewing Trunk Status You can view trunk status information to determine the current assignment of services and features on a trunk. To view the current status of an extension: 1. Press Function. 2. Press [A UNCTION 3. Press [T RUNKS 4.

  • Page 66: Accessing Specific Trunks

    SUPERCONSOLE 1000 User Guide ® Accessing Specific Trunks You can access a specific trunk and use it to make an outgoing call. To access a specific trunk: 1. Press Function. 2. Press [A UNCTION 3. Press [T RUNKS 4. Enter the trunk number. 5.

  • Page 67: Taking A Trunk Out Of Service

    Using Trunk Functions Taking a Trunk Out of Service If may be necessary to take a trunk out of service (busy it out) if there are problems with that trunk or the system. You can busy out an idle trunk or one that is in use.
  • Page 68 SUPERCONSOLE 1000 User Guide ®...

  • Page 69: Chapter 6: Hotel/Motel Features

    Chapter 6 Hotel/Motel Features...
  • Page 70 SUPERCONSOLE 1000 User Guide ®...

  • Page 71: Displaying And Changing Room Data

    Hotel/Motel Features Displaying and Changing Room Data Room data includes occupancy and condition status (Vacant, Clean, Outgoing Call Restrictions, etc.) and the status of message waiting, wake-up call, and other services. You can change room data while the console is idle, or when you are connected to the room. To display or change data for a room: 1.

  • Page 72: Listing/Counting Rooms By Occupancy And Condition Status

    SUPERCONSOLE 1000 User Guide ® Listing/Counting Rooms by Occupancy and Condition Status You can display a list of rooms by occupancy and condition status—for example, Vacant and Not Clean, or Occupied and Maid Present. The system also reports the total number of rooms that are in the state you specify.

  • Page 73: Changing Room Occupancy And Condition Status

    Hotel/Motel Features Changing Room Occupancy and Condition Status You can change the occupancy and condition status of a room while the console is idle or while you are connected to the room. The occupancy and condition states are as follows: Occupancy Condition Vacant...

  • Page 74: Setting/Canceling Wake-Up Calls

    SUPERCONSOLE 1000 User Guide ® Setting/Canceling Wake-up Calls Both you and the guest can set, change, and cancel wake-up calls for a guest room. The system does not distinguish whether a wake-up call is set, changed, or canceled from the attendant console or guest room telephone. So, for example, a guest can cancel a wake-up call that you set and vice versa.

  • Page 75: Setting Room Call Restrictions

    Hotel/Motel Features To cancel a wake-up call: 1. Press Function. 2. Press [G UEST 3. Dial the room number. 4. Press [C 5. Press [E Note: Some display sets can set their own timed reminder. The above procedures will also clear or change a reminder already set by the user. If the guest fails to answer the wake-up call, the system will ring the room twice more at five-minute intervals.

  • Page 76: Blocking Room-To-Room Calls

    SUPERCONSOLE 1000 User Guide ® If the hotel/motel is using a Property Management System 1. Press Function. 2. Press [G UEST 3. Dial the room number. 4. Press [R ESTRICT O The phone is restricted from making outgoing trunk calls. To remove the restriction and allow outgoing calls, repeat the procedure.

  • Page 77: Printing Reports

    Hotel/Motel Features Printing Reports If a printer is connected to the console, you can request printed reports (audits) of message registers, room status and automatic wake-ups. Each audit has its own format and some are printed automatically. For example, when a wake-up call is set, changed or canceled, the printer automatically records it.
  • Page 78 SUPERCONSOLE 1000 User Guide ®...

  • Page 79: Chapter 7 Reference

    Chapter 7 Reference...
  • Page 80 SUPERCONSOLE 1000 User Guide ®...

  • Page 81: Telephone Directory

    Reference Telephone Directory Name Number POLICE: FIRE: HOSPITAL: TROUBLE WITH EXTENSION OR CONSOLE:...

  • Page 82: Abbreviated Dialing List

    SUPERCONSOLE 1000 User Guide ® Abbreviated Dialing List Index Number Identity...

  • Page 83: Class Of Service/Restriction

    Reference Class of Service/Restriction Each extension and trunk has a COS (Class of Service) and a COR (Class of Restriction) that defines what the user of that extension or trunk can or cannot do. The system can have up to 50 of each, although most companies use only a few.

  • Page 84: Console Display Abbreviations

    SUPERCONSOLE 1000 User Guide ® Console Display Abbreviations Abb. Meaning Abb. Meaning ABBR Abbreviated FLEX Flexible Account Forwarding ANSR Answer IDENT Identity Attendant Intercept/Internal BSY OUT Busied Out Long Distance Cancel Listed Directory Number Callback Local Customer Data Entry Message Clear Message Waiting Class of Restriction...

  • Page 85: Advisory Messages For Display Telephones

    Reference Advisory Messages for Display Telephones The following default messages can appear on telephones equipped with displays. Message Number Message IN MEETING OUT OF TOWN ON VACATION OUT ON A CALL OUT TO LUNCH GONE FOR THE DAY GONE HOME IN TOMORROW Authorized users can change these messages and program seven more for system-wide use.

  • Page 86: Glossary

    SUPERCONSOLE 1000 User Guide ® Glossary Busy out A feature allowing you to make a line or equipment indicate busy to an incoming call. In effect, you take the line out of service until it can be repaired or tested. Camp-on A feature allowing the system to queue calls directed to a busy extension, and then automatically connect the waiting party when the extension...
  • Page 87 Reference Hunt Group Extensions assigned to a group with a common (pilot) telephone number as well as their own personal extension numbers. An incoming call to a hunt group will ring the first available extension. LDN Keys (Listed Directory Number) Call-handling keys which allow you to select the sequence in which you answer calls from outside the PABX.

  • Page 88: Tone Demonstration

    SUPERCONSOLE 1000 User Guide ® Tone Demonstration Your telephone system has several tones to inform you of the progress of your call. You can use the Tone Demonstration feature to familiarize yourself with the tones. 1. Dial the Tone Demonstration access code ________. (Ask your communications department for the code.) 2.
  • Page 89 Reference Code Tone Name Meaning Not used Trunk Camp-on Heard during a conversation when you have an Double Beep Tone external call waiting. ARS Expensive If your system has Automatic Route Selection (ARS), Warning Tone you will hear this tone when no inexpensive routes are available for your long-distance call.

  • Page 90: Trunk Identification

    SUPERCONSOLE 1000 User Guide ® Trunk Identification Trunk Number Identity...
  • Page 91 Index Index call logging 40 Call Monitoring 60 call parking 39 Numerics call restrictions for guest rooms, 75 911 call alarms, viewing and clearing, call splitting, 30 Callback about, 27 Abbreviated Dialing numbers, canceling on all extensions, 48 entering and viewing, 49 leaving at an extension, 27 abbreviations, console display, 84 Camp-on, definition, 86...
  • Page 92 SUPERCONSOLE 1000 ® User Guide Day Service, switching, 16 Dial pad keys, about, 11 hardware, definition, 86 dialing mistakes, correcting, 27 Hold Directed Call Pickup, 38 Hold 4+ key, 29 directory number, display console, 51 keys, 12 pickup, 29 DISA placing calls on, 28 access codes, changing, 48 recall, 29...
  • Page 93 Index multiple console operation, 41 service switching to Day/Night, 16 taking extensions in or out, 59 new call indication, 26 taking trunks in or out, 67 New Call Ringer 15 Set Page key, 12 night answering points, setting up, 50 Set Paging, 33 Night Service software version, displaying, 51...
  • Page 94 SUPERCONSOLE 1000 ® User Guide...

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