Mitel SX-50 User Manual
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Mitel SX-50 User Manual

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  • Page 2 ATTENDANT CONSOLE USER GUIDE ISSUE 1 MAY 1987 :, ..: .: ..,,...
  • Page 3 IN A RESIDENTIAL AREA IS LIKELY CAUSE INTERFERENCE WHICH CASE USER EXPENSE WILL REQUIRED TAKE WHATEVER MEASURES BE REQUIRED TO CORRECT INTERFERENCE. PN %104-953-lOl-NA @ COPYRIGHT 1987 MITEL CORPORATION Issue 1. May 1987 TM,@ Trademark of Mltel Corporation Printed in Canada...

  • Page 4: Table Of Contents

    CONTENTS OVERVIEW Introduction ................Console Hardware ......... Prompts and Softkeys ........Feature Keys ......... Dial Pad/Adjustments ....Correcting Errors/Clearing the Console ........l-1 2 Some Definitions BASIC CALL HANDLING ........Introduction ......Answering Incoming Calls Answer ................Selective Answer ........
  • Page 5 CONTENTS ........4-21 Data Dump ....... 4-22 Setting Time and Date 4-24 ......System Status and Identification ........4-26 Trunk Status ......4-27 Trunk Emergency Release 4-28 Wake-up ......... REFERENCE ......... Introduction ........Telephone Directory List ........ Abbreviated Dialing ......
  • Page 6 ,:. a., ./ :.: !..ii;::,...

  • Page 7: Overview

    INTRODUCTION Welcome . . . to the SX-50@ System. You will quickly discover just easy your job can be using the SX-50 Attendant Console. This book is intended to serve as your guide while learn about basic Console operation. Soon...

  • Page 8: Console Hardware

    CONSOLE HARDWARE Before operating the console . . . be sure that display shows time date, handset plugged in to the left side of the console. The cable required to connect your console to the PASX is located the rear of the console. This cable should be connected by a qualified...

  • Page 9: Prompts And Softkeys

    PROMPTS AND SOFTKEYS The Liquid Crystal Display (LCD) ..: is the two-line screen at the top of the console. The top line gives information about the extension or trunk to which ,‘,: .” are connected, (during other procedures)
  • Page 10 PROMPTS AND SQFbKEYS The Softkeys are . . . five unmarked keys right below LCD. These keys perform different functions at different times, so their identities shown by the prompts which appear above them on the LCD. : - . During normal call-handling,...

  • Page 11: Feature Keys

    FEATURE KEYS The Feature Keys . . . provide basic attendant functions. They are the three rows of seven keys on the left side of the console. Four keys in the bottom (ALARM and the HOLD keys) have small red lamps which flash to draw your attention...

  • Page 12: Operation

    FEATURE KEYS Feature Key Functions FUNCTION After pressing this key, perform additional steps using telephone keypad for operations such as setting the console date time, performing maintenance functions, switching Night Service. STATUS With each key press, various features of the system are displayed: software identity...
  • Page 13 FEATURE KEYS TRUNKS Shows the number of trunks busied out (removed from service, usually because of trouble) and lets you identify each one. CALL BLOCK Allows Attendant prevent extensions from speaking to each another. OVERFLOW In Night Service, calls to the console are rerouted to one...
  • Page 14 “MUTE” appears on the display. Incoming calls are announced by the “BELL” in the display, as well as the ringer, if it is on. NIGHT Puts SX-50@ into Night Service in which calls routed specially assigned numbers or to Night Bells.

  • Page 15: Dial Pad/Adjustments

    DIAL PAD/ADJUSTMENTS The Dial Pad . . . at the right of the console key area has a total of 16 keys, including standard 12-key dial pad, and two keys each ringer volume display contrast adjustments. KAO456ROEO Figure Dial Pad To Adjust Ri’nger Volurm?

  • Page 16: And Date

    /AD/ADJUSTMENTS The Console Bell will ring continuously. 0 Press Volume A or Volume Press Contrast A or Contrast ..“.. until desired level is reached. Release STATUS To Turn Off (Mute) Console Bell Press BELL 12:02 2-FEB MUTE When bell is muted, you are notified of incoming calls by only...

  • Page 17: Correcting Errors/Clearing The Console

    ;.:J r ./ CORRECTING ERRORS/CLEARING THE CONSOLE If you make a mistake . . . while dialing and need to start over: Press CANCEL The system cancels misdialed call and returns you to where were before. Dial the correct number. Hanging On a standard telephone,...

  • Page 18: Some Definitions

    SOME DEFINITIONS Before start . . . there are a few terms that you need to understand so that you know what the system is doing and what the displays mean. Access Code This is a number dialed from the console dial pad or from an extension to activate...

  • Page 19: Basic Call Handling

    CHAPTER 2 BASIC CALL HANDLING...

  • Page 20: Introduction

    INTRODUCTION In this chapter you will learn . . . make, answer extend calls, what when destination is busy or unanswered. This information will be sufficient for most of your daily tasks. The basic call handling keys . . . that you will need are the following: Softkeys -used...

  • Page 21: Answering Incoming Calls

    ANSWERING INCOMING CALLS When a call comes in . . . to the Console, are alerted it by either ringing bell flashing display. The number of calls waiting to be answered is shown in the upper right corner of the display, softkey prompts...

  • Page 22: Selective Answer

    ANSWERING INCOMING CALLS The ANSWER Key . . . waiting call lets answer a single call longest categories on a “first come, first served” basis. you will see: For instance, if a single internal call is waiting, 12:02 2-FEB BELL CWI DIAL0 Press ANSWER to be connected.

  • Page 23: Extending Calls

    EXTENDING CALLS Once you have answered a call . . . you will usually connect caller to -an extension. This is known “extending” the call. To Connect a Call to a Free Extension Dial the extension number hear ringing, display shows extension number.
  • Page 24 EXTENDING CALLS/CALL ANNOUNCE Announcing A Call When extending a call, you wish to wait extension answer and announce the caller. Thus, the extension user knows it is an outside call, and you know that the caller has an answer and will not be returned to you as a recall.

  • Page 25: Swap: Alternating Between Parties

    EXTENDING CALLS/SWAP Alternating Between Parties When you reach the called extension, you may be told that the person to whom the caller wishes to speak is absent. You will then want return to the held caller find if there is another person contact, or to get more...

  • Page 26: Parties

    EXTENDING CALLS/BOTH To Speak to Both Parties (Conference) You may want to speak to both parties at the same time. Once you have a connection to one, and the other on temporary hold, Press BOTH The display shows you’re speaking to both callers.

  • Page 27: Recalls

    EXTENDING CALLS/RECALLS If a call remains unanswered . . . after release it, the system returns it to console after programmed period of time (typically 20 seconds or six rings). This is known as a “recall”. The display will show, for instance: 12:03 2-FEB...

  • Page 28: Outside Calls

    OUTSIDE CALLS So far . . . we’ve dealt with answering calls extending them to extensions. You can also use the console to make outside calls as described here. To Call an Outside Number Dial the Trunk Group Access Code (usually 9 - fill in the code used in your organization below)
  • Page 29 OUTSIDE CALLS If all the Trunk Group lines are busy . . . with extension users making and receiving outside calls, you will hear busy tone, and you will see (for instance): LEV-9 BUSY In an emergency, can free a trunk and gain access it.
  • Page 30 OUTSIDE CALLS/TIME SAVERS Save time when dialing outside numbers. by using Abbreviated Dialing or Last Number Redial. Abbreviated Dialing . . . lets you call frequently dialed outside numbers using only 3 to 6 digits. Enter the Abbreviated Dialing number (3-6 digits) While system...
  • Page 31 OUTSIDE CALLS/EXTENSION ASSISTANCE Making an Outside Call for an Extension Sometimes you may be called upon to place an outside call on behalf of an extension user. This may be for users do not have direct access to outside lines from their phones;...
  • Page 32 OUTSIDE CALLS/EXTENSION ASSISTANCE THE EXTENSION USER WISHES TO DIAL THE NUMBER AFTER YOU HAVE SEIZED THE TRUNK FOR HIM/HER With the extension on hold Dial the trunk access code (see NOTE below) Press RELEASE The extension user can now complete the number.

  • Page 33: Advanced Call-Handling

    CHAPTER 3 ADVANCED CALL HANDLING...

  • Page 34: Introduction

    INTRODUCTION Now that know basics . . . of call handling (answering, extending, and making calls), you can go on to more advanced procedures. These procedures are just as simple to perform as basic call handling. They involve six of the Feature Keys: HOLD 1, 2 and 3 - to put a caller on Hold while you perform...

  • Page 35: Hold And Retrieve

    HOLD AND RETRIEVE There will be times . . . when will not be able to connect an outside caller immediately. The hold system allows you to deal with situations like this. A caller can remain connected to the console, connected to you leaving...
  • Page 36 HOLD AND RETRIEVE indicated. To retrieve a call from Hold Press the chosen HOLD key (with the red lamp steadily lit) The red lamp goes out and the held caller returns to the console. 1 TRK-12 TALK Note: If a held caller hangs up before being...

  • Page 37: Console Hold Pickup

    HOLD AND RETRIEVE/CONSOLE HOLD PICKUP Console Hold Pickup When have a call on hold, you can page the extension user, who then dials an access code to retrieve the held call. The access codes are programmable. If, for instance, you have a caller wants to speak to Janet Young,...

  • Page 38: Message Waiting

    MESSAGE WAITING You will sometimes have to take a message . . . an extension user, then set up a message waiting indication set. A SUPERSET 4TM user is notified by a small “MSG” their telephone on the SUPERSET 4 display; on standard telephone sets, the indicator...
  • Page 39 MESSAGE WAITING You can also review, set up or cancel . . . any or all message indications while your console is idle. To Review Extensions with a Message Waiting While the console is idle, Press and hold down MESSAGE You will see the number of extensions with...
  • Page 40 MESSAGE WAITING Dial the desired extension number display shows that extension does have a message waiting. For example: EXT-200 MSG-OFF TOTAL MSG 0014 ,. : :‘ Dial 1 to turn on the message waiting indicator for that extension. EXT-200 MSG-ON TOTAL MSG 0015 Release...

  • Page 41: Override

    OVERRIDE Sometimes you might have an urgent need . . . to speak to an extension user, but when you dial the number, you find person is already engaged in a call. If absolutely necessary, can override (intrude into) this conversation and talk to the extension user.

  • Page 42: Paging

    PAGING If your organization has a paging system . . . you can use it to broadcast announcements through the building. can also use it to page people to pick up a call on hold at the console. To use the Paging System Press and hold...

  • Page 43: Attendant Functions

    CHAPTER 4 ATTENDANT FUNCTIONS...

  • Page 44: Introduction

    INTRODUCTION “Housekeeping” tasks . . . will occasionally have to be performed using console. These tasks that are not directly related to call handling, but concern either your console operations your company’s telephone operation. have already learned how to do some of these tasks, such...
  • Page 45 INTRODUCTION To help you find . . . what you need quickly, this chapter gives an alphabetical listing of the various functions and procedures. Attendant Functions...

  • Page 46: Abbreviated Dialing

    ABBREVIATED DIALING To save time . . . when dialing long or frequently used numbers, both you and extension users Abbreviated Dialing feature. system programmed to substitute the full number stored in its memory for the short number you enter. enter change numbers...

  • Page 47: Access Codes

    ABBREVlATED DlALlNG Dial the entry number to be viewed The entry number appears with the full number entered, or a blank there is not a number. You might see, for example, 0 Press RELEASE to return the console to its idle state. To Enter an Abbreviated Dialing...
  • Page 48 ABBREVIATED DIALING Dial the 2-digit entry number to be erased Entry number appears with the rest of the display blank. Press RELEASE to return to the idle console. The system has deleted the number from its memory.‘Nothing will happen if you or an extension user dial “5512”.

  • Page 49: Alarms

    ALARMS Whenever system diagnoses a fault . . . in its operation, however slight, it gives you warning as an alarm. some cases, system takes part of the equipment of service (“busies-out” the equipment) to minimize the effect of the fault on the operation of the rest of the system.
  • Page 50 ALARMS 0 Use an extension to report the problem to your communications department or maintenance personnel. Console Reset When the console is plugged in, the alarm message CONSOLE RESET appears briefly in the display, If this ever remains more than a few seconds, Pull out handset...
  • Page 51 ALARMS To Read and Report an Alarm Press and hold down ALARM The bell stops, the lamp stops flashing but remains lit, and the display shows the alarm number and message. For example, you might see: A 11 0017 NO TRUNK SEIZE ACK. 03/01 This message tells maintenance...

  • Page 52: Background Music

    BACKGROUND MUSIC If you have a public address system . . . with links your telephone system, possible background music to be played through paging loudspeakers to be turned on or off from the console. To Turn Background Music Press FUNCTION Dial 17 The display briefly...

  • Page 53: Bell Off

    BELL OFF The Console Bell . . . that announces incoming calls can be turned off, if desired. You will still be advised of incoming calls by the flashing softkey prompts the word “BELL” in the display. To Turn Off (Mute) Console Bell Press BELL...

  • Page 54: Call Block

    CALL BLOCK This feature prevents certain extensions . . . from making calls other specified extensions. This feature particular application in Hotels Motels. A blocked extension only dial unblocked extensions, the operator, or external numbers. You cannot change the list of blocked extensions, but you can turn the feature...

  • Page 55: Message Registration

    MESSAGE REGISTRATION The system keeps track of the number . . . local call units made from each extension room, in a hotel/motel operation). unit information provided by the Message Register can be used to calculate the total cost of outside calls to be charged to the extension/room.
  • Page 56 MESSAGE REGISTRATION To Clear Reset Message Register Press and hold down MSG REG Dial the desired extension number to display the number of units currently used. Dial 0 to clear the meter and have it start numbering again from zero. Release MSG REG to return...

  • Page 57: Codes

    NlGMT SERVICE/UNATTENDED OPERATION When an Attendant is not on duty . . . the system is put into Night Service. Outside calls that normally ring at console then ring at an alternate answering point. The alternate destination could be an extension, a hunt group, ring group...

  • Page 58: Night Service/Unattended Operation

    NIGHT SERVICE/UNATTENDED OPERATION To Change Night Answer Point Press and hold down NIGHT to display the currently programmed Night Answer Point. For instance, you will see: TRK-09 NIGHT ANSWER POINT BELL-57 At this point, want to change night answer point for a different trunk:...

  • Page 59: Overflow

    OVERFLOW Sometimes have so many incoming calls . . . that are overwhelmed trying to deal with them properly. Or you may need to be away from the console for a short time. Overflow lets deal with both these situations by temporarily diverting all calls...

  • Page 60: Printer Control

    PRINTER CONTROL If a printer is attached . . . to your system, you can obtain permanent records of a number of the system’s features. control printer by dialing a code after pressing FUNCTION. See Attendant Function Codes in Chapter following types printout...

  • Page 61: Message Registration

    PRINTER CONTROL/MESSAGE REGISTRATION To Control Printing Press FUNCTION Dial 75 display shows that system ready receive printing command: PRINT OPTION ? Dial *to SUSPEND PRINTING Or dial 0 to PURGE PRINT QUEUE Or dial # to RESUME PRINTING The system carries out the command and returns...

  • Page 62: Alarm Record

    PRINTER CONTROL/ALARM RECORD Printing Alarm Records can print a record of minor alarms use by maintenance personnel. Three commands control alarm printouts: PRINT ALARM RECORDS AS THEY OCCUR - each time the system’s diagnostic feature detects a fault, it records the alarm message the time of the alarm.
  • Page 63 PRINTER CONTROL/ALARM RECORD Dial 0 to STOP ALARM PRINTING 0 Dial # to PRINT ALL ALARMS For example, ALARM QUEUE ON 04/15 8:48 0 010 0026 NO TRUNK LOOP CURRENT 04/03 1 012 0028 NO TRUNK LOOP CURENT 04/07 ALARM PRINT FINISHED The display returns...

  • Page 64: Data Dump

    PRINTER CONTROL/DATA DUMP Data Dumping It is possible print a record of the information system contains on the way trunks, extensions, and other devices have been set up. This is known as the system data, and printing it out is called “dumping data”.
  • Page 65 SETTING t~IIME AND DATE You can set the system’s clock . . . from console. The time appears in the console display (and on all SUPERSET qTM sets in the system) in either 12- or 24-hour format. 3’ The time display shows that...

  • Page 66: Setting Time And Date

    SETTING TIME AND DATE Setting Date You can also set the system date. Your console only displays the day and month, but the SUPERSET qTM sets display‘ year as well. this reason, have to set the full date. When system is first started, the date always...

  • Page 67: System Status And Identification

    SYSTEM STATUS AND IDENTIFICATION The STATUS key lets you identify check . . . some aspects of the system. find out, instance, identity of the software operating the system (something you might asked by maintenance personnel). Using STATUS you can check: system software identity;...
  • Page 68 SYSTEM STATUS AND IDENTIFICATION Press STATUS again to cause console bell to ring and the lamps (LEDs) to light. display will show: BELL VOLUME & LCD CONTRAST CONTROL can now adjust ringer volume and display contrast by pressing Volume A or V or Contrast A or V until you reach the desired setting.

  • Page 69: Trunk Status

    TRUNK STATUS You can check . . . number trunks busied (removed from service, usually because of trouble) and the identity of each. Maintenance personnel might ask you for this information. !, -- Press TRUNKS to show number of trunks busied out, and identity of the first,...

  • Page 70: Trunk Emergency Release

    TRUNK EMERGENCY RELEASE For emergency use . . . you may need to have immediate access to a trunk that is already use. Since the procedure disconnects callers on the trunk, it should used with caution. It does not release a busied-out trunk.

  • Page 71: Wake-Up

    WAKE-UP When a Wake-up call is set, the extension automatically rings at the selected time. Either tones or recorded music greet extension users/guests when they answer. If the call is not answered, the system tries again twice, at five minute intervals.
  • Page 72 WAKE-UP Dial the new Wake-up time (24-hour format) EXT-NUMBER 252-l Release WAKE-UP to resume normal operation, with the new Wake-up time set. To Cancel a Wake-Up Call Press and hold down WAKE-UP Dial the extension number Dial 9999 to erase the Wake-up time.

  • Page 73: Reference

    CHAPTER 5 REFERENCE...

  • Page 74: Introduction

    INTRODUCTION Once are familiar . . , with basic console operation, should only need this section occasional reference to the tables and reference lists provided. Fill in these lists so that you will have the information when you need it. In Handy Hints you can record...

  • Page 75: Telephone Directory

    TELEPHONE DIRECTORY . : i : Reference...

  • Page 76: Abbreviated Dialing List

    ABBREVIATED DIALING LIST Reference...

  • Page 77: Trunk Group Access Codes

    TRUNK GROUP ACCESS CODES Reference...

  • Page 78: Hunt And Ring Groups

    HUNT AND RING GROUPS Your system may have Hunt Groups a Ring Group . . . to which to extend some calls. To call them, you use the Access Code listed below in place of a regular extension number. Use this table record the Access Codes...

  • Page 79: Attendant Function Codes

    ATTENDANT FUNCTION CODES A number of Attendant Function Codes . . . have been referred to in this guide: they are 2-digit codes dialed after pressing FUNCTION. They tell the system what you want to do. Many of the codes mimic the action of the console’s...
  • Page 80 AlTENDANT FUNCTION CODES ‘ERATOR RELATED INCTION CONSOLE FUNCTION PERFORMED CODE None Displays CHANGE ABBREVIATED DIALING ENTRY ? and allows you to change or delete the telephone number that corresponds to the 2-digit list entry code that have to dial next. Press RELEASE to return to operating mode.

  • Page 81: Glossary

    GLOSSARY Access Code This is a number dialed from the console dial pad or from an extension to activate a particular system feature. For example, you dial an access code to call a Hunt group. ‘ _ . Busied-out When a particular part of the system has been...
  • Page 82 GLOSSARY Generic The Generic number and revision level are numbers that tell which of system operating instructions (software) is installed in your .5X-50@ system. Hardware The physical components of the system are known as hardware. Hunt Groups A number extensions, usually in the same...
  • Page 83 GLOSSARY Recall A call which returns console after being transferred unanswered extension is called a recall. The length of time between ‘releasing a call and having it recall is determined by your company installation. ,...’ ;’ Ring Group This is a group of extensions that all ring together...

  • Page 84: Attendant Notes

    ATTENDANT NOTES Your company may wish . . . have greet different callers in different ways. Fill in your company’s preferences below: TYPE GREETING LDN 1: LDN 2: LDN 3: DIAL 0: RECALLS: Use this space . . . to record any helpful hints that you may have to assist you and others...
  • Page 85 ATTENDANT NOTES 5-12 Reference...

  • Page 86: Index

    INDEX 2-l 1; 4-3 Abbreviated Dialing ......Alarm, readout and reset ......Alternating between parties ......Announcing calls ........ANSWER key ........Answering Calls ........Attendant Functions ......... Function Codes ........5-l 1 Attendant Notes ........Background Music ........Bell Off/On 1-11;...
  • Page 87 INDEX ..l-3 Liquid Crystal Display (LCD) ......Message Waiting 3-5, Set Up/Cancel/Review ......4-12 Message Register ........4-48 Printout ........l-l Misdialed numbers ....... . . 4-14 ........

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