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Mitel SX-2000 Superconsole 2000 User Manual

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  • Page 1 8VHU *XLGH for SX-2000 Superconsole 2000...
  • Page 2 Class B emissions. It also indicates that this product complies with 73/23/EEC Low Voltage directive. IMPORTANT! This device is designed for connection to a MITEL telephone system. DO NOT connect directly to the public-switched telephone network. ® Trademark of MITEL Corporation ©...

  • Page 3: Table Of Contents

    Contents Getting Started ................3 Introduction ......................4 Console Components ..................... 4 Console Screen ...................... 5 Console Keypad ..................... 6 Softkeys (F1 – F12) ....................7 Handset and Cradle....................7 Starting and Closing the Superconsole 2000 ............8 Adjusting the Console.................... 9 Call Handling Basics ..............
  • Page 4 Clear All Features ....................29 Data Calls......................30 Day and Night Service ..................31 Do Not Disturb (Extensions) ................32 Feature Access Codes ..................33 Firmkey Programming ..................33 Message Waiting ....................34 Operator Absent/Present Status................35 Override....................... 35 Paging ......................... 36 Phone Book ......................
  • Page 5 Reference ..................51 Superset 700 vs. Superconsole 2000 ..............52 Keyboard changes....................52 Screen changes....................53 New features......................53 Discontinued/Changed Features ................. 53 Alarms......................... 54 Alarm types ......................54 Greetings ......................54 Rerouted Calls ..................... 55 Class of Restriction....................56 Class of Service....................
  • Page 7 Getting Started...

  • Page 9: Getting Started

    Getting Started Contents Introduction ........................4 Console Components......................4 Starting and Closing the SUPERCONSOLE 2000..............8 Adjusting the Console ......................9 Getting Started...

  • Page 10: Introduction

    Introduction Console Components The Mitel Superconsole 2000 is an attendant console and PBX Your Superconsole 2000 Attendant Console consists of a administration application for the SX-2000 telephone system. It personal computer (PC) with monitor, a standard computer features a specialized keypad and an intuitive user interface for keyboard, a keypad, a mouse and a handset with cradle.

  • Page 11: Console Screen

    • The Console Status area shows you at a Console Screen glance what state the console and the system The Superconsole 2000 screen is divided into five areas: are in—for example whether the console ringer is on or off and whether the system is in Day or Night Service.

  • Page 12: Console Keypad

    SCRATCH Displays an electronic notepad where you can type Console Keypad messages from callers, reminders, questions, or The console keypad is used for dialing, call processing and anything else you would write on note paper. You accessing PBX features. You can adjust the slope of the keypad can also use the Scratch Pad to store telephone and detach (or attach) it from the handset cradle.

  • Page 13: Softkeys (F1 - F12)

    Mitel-approved headsets are also available for use with the console. handling or the feature you are using. For example, when you call a busy extension, the F4 key might be used to request a See page 9 for more information about using the handset or a Callback.

  • Page 14: Starting And Closing The Superconsole 2000

    Starting and Closing the Questions about Starting and Closing the Superconsole 2000 Superconsole 2000 application The Superconsole 2000 starts with the operator status set to What happens to incoming calls when I close the “Operator Absent.” To begin receiving calls, you must change the Superconsole 2000 application? status to “Operator Present.”...

  • Page 15: Adjusting The Console

    Adjusting the Console To detach the clamp from the keypad The console is designed with your comfort in mind. You can • Grasp the keypad as shown. make adjustments to the ringer, the language of text on the screen, the angle of the keypad, whether you want to handle calls •...
  • Page 16 1. Choose Options on the Tools menu. monitor a new attendant during training.) 2. Select Language. Connect Mitel-approved headsets only to the keypad. For a list of approved headsets, see the Superconsole 2000 Installation Guide. 3. Select the language you want.
  • Page 17 Call Handling Basics...

  • Page 19: Call Handling Basics

    Call Handling Basics Contents Answering Calls......................... 14 Dialing Telephone Numbers ....................16 Extending (Transferring) Calls ................... 18 Holding and Retrieving Calls ..................... 20 Conference Calls ....................... 21 Answering Recalls ......................22 Recovering the Last Released Call ..................22 Call Handling Basics...

  • Page 20: Answering Calls

    Answering Calls About the Call Answering Softkeys When a new call arrives at the console the bell rings (if it is turned The call answering softkeys are assigned by your communications department to suit the types of calls your on) and a call waiting icon ( ) appears above the softkey associated with the call.
  • Page 21 Questions about Answering Calls Why do I sometimes hear a short burst of ringing while I’m handling calls? Either a new call has arrived or a call on hold has recalled. As you are already handling a call, the console only rings once. You may turn down your volume control if you wish.

  • Page 22: Dialing Telephone Numbers

    To call an outside number Dialing Telephone Numbers 1. Dial the External Line Access Code ( ______ ) You can dial an internal extension number or the number of a telephone outside the system. Either the Source or Destination 2. Dial the telephone number. areas must be clear.
  • Page 23 Options Questions about Dialing Telephone Numbers Can I access a specific trunk? Other ways of dialing Yes, you can select a specific trunk to dial out on. You can use the following alternate ways of dialing a telephone number: • Dial the Individual Trunk Access Code ( ______ ).

  • Page 24: Extending (Transferring) Calls

    • Press [Override] Extending (Transferring) Calls to intrude into the extension user’s call (if permitted by You can transfer a call to an extension or an outside number. your and the extension’s Class of Service. See Override on page 35.) To transfer a call 1.
  • Page 25 Transferring a call to an outside number Questions about Transferring Calls You can request a meter pulse count for the call from the telephone company operator. Upon completion of the call, the What do I do if the destination to which I am console will ring.

  • Page 26: Holding And Retrieving Calls

    Holding and Retrieving Calls Options You can place up to six callers on hold while you check for information or page the person that the caller is requesting. To connect a call on hold to the Source or Destination party 1.

  • Page 27: Conference Calls

    Conference Calls Options Up to eight parties (including yourself) may be connected to form a conference call. Placing a Conference on Hold To set up a conference call If you can’t find someone needed for the conference, you can place the conference on hold until you are able to locate the person.

  • Page 28: Answering Recalls

    Answering Recalls Recovering the Last Released Call If an external call transferred from the console to an extension is Use the Recover key on the console keypad to retrieve a call that not answered with a certain time, the call returns to the console you transferred to the wrong extension.
  • Page 29 Advanced Features...

  • Page 31: Advanced Features

    Advanced Features Contents Account Codes ........................26 Bulletin Board ........................26 Call Answer Priority......................27 Call Park ........................... 28 Call Waiting Threshold ...................... 29 Cancel Call Forwarding ..................... 29 Clear All Features......................29 Data Calls ......................... 30 Day and Night Service ....................... 31 Do Not Disturb (Extensions) ....................

  • Page 32: Account Codes

    To post information on the Bulletin Board Account Codes 1. Press Bulletin Board. An Account Code is a type of password for the system. You may 2. Press [Edit]. need to enter an account code to access certain features or to record a call on the SMDR log for billing or accounting purposes.

  • Page 33: Call Answering Priority

    To specify which calls are answered first Call Answering Priority 1. Choose Options on the Tools menu. The console is usually set up to answer incoming calls on a ‘first- 2. Click Answer Priority. come, first-served’ basis. When you press the Answer key with multiple calls waiting, the call that has been waiting longest will be 3.

  • Page 34: Call Park

    When the called party retrieves the call, the call is removed Call Park from the hold position on your screen. Provided the appropriate access code is programmed into the Up to six calls can be parked at the console at any one time. system, this feature allows an extension user to retrieve a call that you put on hold, by dialing the Call Park - Remote Retrieve access code, followed by the console identity number and the...

  • Page 35: Call Waiting Threshold

    Call Waiting Threshold Clear All Features To reduce call-waiting times, your system may be programmed to From your console you can disable features activated on any present incoming calls to other consoles or answering positions. extension in the system. If your system is programmed this way, you can specify the These are the features you can clear: number of calls that must be waiting before the system presents •...

  • Page 36: Data Calls

    To set up an Associated Data Line Call to a remote facility Data Calls 1. Dial the Data Access Code. You may be asked to connect an outside caller to a data If you hear silence, continue. connection for data communications. 2.

  • Page 37: Day And Night Service

    Day and Night Service Questions about Day and Night Service Office telephone systems are typically placed in Night Service What services are affected by Day or Night Service? after regular hours, or whenever the last available console is left unattended. The change from Day to Night service may effect some users depending on their COS and COR.

  • Page 38: Do Not Disturb (Extensions)

    Do Not Disturb (Extensions) Questions about Do Not Disturb Extension users usually set and cancel Do Not Disturb (DND) on Why would an extension user want to use their own phones but you may be asked to do it for them. When Do Not Disturb? set, DND prevents calls from ringing the extension.

  • Page 39: Feature Access Codes

    Feature Access Codes Firmkey Programming To use the Recover and Voicemail keys on the console keypad, You can reprogram the top two rows of keys on the console your console must be programmed with the correct access codes. keypad with other features or remove a feature from a key if the feature is unavailable.

  • Page 40: Message Waiting

    Message Waiting To check whether an extension has a message waiting 1. Press Message. You can set (activate) a message waiting indicator on an extension, to notify the user that you have a message for him or 2. Press [Check MSG Waiting]. her.

  • Page 41: Operator Absent/Present Status

    Operator Absent/Present Status Override You can change the Operator status to Absent when you plan to You can interrupt a busy extension or intrude on a busy be away from your desk and do not want calls sent to your outside line.

  • Page 42: Paging

    To end a page Paging • Press Cancel or Release. If your system has paging equipment, you can use it to make announcements to one or more areas or “zones.” You are disconnected from the paging equipment. Use the Paging Zones table in the Reference section to record the location of the paging zones.

  • Page 43: Phone Book

    3. Press [Search]. Phone Book Entries that match what you typed appear in the Use the Phone Book to search your system’s telephone directory Phone Book area. for people and extensions. You can search by entering a person’s name, an extension number, a department, or a location. Searching by department is useful when a caller requests to speak to “someone in Sales”...

  • Page 44: Scratch Pad

    To delete information in the Scratch Pad Scratch Pad • Select the information using the mouse or the arrow keys, The Scratch Pad is your own personal phone directory and Speed and then press Delete. Dial list. Use it to save telephone numbers for faster dialing or to store the names and numbers of callers for future reference.

  • Page 45: Trunk Group Status Display

    To display only the information on the trunks that are Trunk Group Status Display accessed by dialing a given leading digit string Trunk Group Status Display is an optional feature that lets you 1. Press Trunk Status. monitor traffic on the system. During peak traffic periods, some 2.

  • Page 46: System Speed Call

    System Speed Call Tone Signaling Frequently dialed telephone numbers may be saved for you and You may have noticed that when you dial a number at your other extension users for speed dialing. Use the table provided in console, you don’t hear any of the tones or pulses normally the Reference section to record the System Speed Call numbers associated with telephones.
  • Page 47 Hotel/Motel Features...

  • Page 49: Hotel/Motel Features

    Hotel/Motel Features Contents Displaying and Changing Room Information ..............44 Searching for Rooms ......................45 Changing Room Occupancy and Condition Status ............45 Checking-In/Checking-Out ....................46 Setting/Canceling Wake-up Calls..................46 Setting Room Call Restrictions ..................47 Blocking Room-to-Room Calls ................... 47 Monitoring Guest Rooms ....................

  • Page 50: Displaying And Changing Room Information

    Message Waiting (MW) are on or off. For information on changing the status of these features, see pages 32 and 34. In this example, John Smith from Mitel Corp is checked into room 1026, allowed to make long distance calls, has a message waiting and a wake-up call for 7:30 AM.

  • Page 51: Searching For Rooms

    4. To view information for a room in the list, click to select it Searching for Rooms and then press [Select]. Use the arrow keys or the Page Up and Page Down keys to scroll through the rooms. You can search for a room using the occupancy and condition states as search parameters.

  • Page 52: Checking-In/Checking-Out

    Checking-In/Checking-Out Setting and Clearing Wake-up Calls Checking in a guest changes the status of a room to Occupied; Both you and the guest can set, change, and cancel wake-up checking out changes the room to Vacant. Both check-in and calls for a guest room. The system does not distinguish whether a check-out clear the guest name, affiliation and wake-up time (if wake-up call is set, changed, or canceled from the console or set).

  • Page 53: Setting Call Restrictions

    Setting Call Restrictions Blocking Room-to-Room Calls You can control the type of telephone calls that guests can place Call Blocking stops guests from placing calls to other rooms. You from the phones in their rooms. There are three levels of call can control when Clock Blocking takes effect and the rooms restriction: Internal, Local, and Long Distance.

  • Page 54: Monitoring Guest Rooms

    Monitoring Guest Rooms Clearing the Message Register Guests can use their room phone as a listening device to monitor The message register is a record of the number and cost of all their room from a remote station. The remote station can be an external calls placed from a guest room telephone.
  • Page 55 Reference...

  • Page 57: Reference

    Reference Contents Superset 700 vs. Superconsole 2000................. 52 Alarms ..........................54 Greetings........................... 54 Rerouted Calls........................55 Class of Restriction ......................56 Class of Service ......................... 56 Feature Access Codes......................57 Glossary ..........................58 Hunt Groups ........................60 Paging Zones ........................60 System Speed Call List ......................

  • Page 58: Superset 700 Vs. Superconsole 2000

    Superset 700 vs. OPER MODE OPERATOR MODE STAT STATUS Superconsole 2000 MESSAGE The information below summarizes the differences between the Superset 700 and the Superconsole 2000 applications. PAGER PAGER BELL None; use on screen Keyboard changes TONES TONES The Superconsole 2000 keypad and PC keyboard replace the single Superset 700 keyboard.

  • Page 59: Screen Changes

    Screen changes Discontinued/Changed Features The Superconsole 2000 features a Windows-style interface with Superset 700 Superconsole 2000 support for a mouse. Other changes to the screen include: Feature Equivalent • Call Waiting indicator and time display moved to the bottom of screen. System Login (for CDE File >...

  • Page 60: Alarms

    Alarms Greetings Your telephone system uses automatic monitoring and fault Record your company’s preferred greetings for each of the diagnosis to check the system for faults. following situations. An alarm status appearing in the upper-right corner of the screen Calls on notifies you when a fault occurs.

  • Page 61: Rerouted Calls

    System Rerouting Rerouted Calls When the system is programmed to redirect calls to an extension Some users may decide to reroute their calls to your console, or to your console at all times, the message “Call Forward - Always the system may be programmed to reroute certain types of calls Reroute”...

  • Page 62: Class Of Restriction

    Class of Restriction Class of Service Each extension and trunk in the system is assigned a Class of Not all the features described in this Guide are available on your Restriction. As its name implies, a Class of Restriction (COR) may console or on other extensions.

  • Page 63: Feature Access Codes

    Feature Access Codes FEATURE CODE FEATURE CODE Account Code Access Clear All Features - Verifiable ____________________________ - Remote ____________________________ - Non-Verifiable ____________________________ Conference ____________________________ Associated Dataline Access ____________________________ Do Not Disturb ____________________________ - Remote Loopback ____________________________ ____________________________ - Cancel Remote Call Hold ____________________________ - Retrieve...

  • Page 64: Glossary

    Glossary Consultation Hold A temporary hold applied to a call while an extension or console Account Code user activates a feature or makes a call. A code you dial to access certain system features; to apply your Customer Data Entry (CDE) Class of Service (COS) at a different extension;...
  • Page 65 Line SMDR - Station Message Detail Recording A telephone communications channel between switching centers This is an application that automatically logs call information or the Central Office and the PABX. such as “length of call” and “caller extension number”, among other things.

  • Page 66: Hunt Groups

    Hunt Groups Paging Zones Dialing a Hunt Group Pilot Number either from the keypad or Use this table to record the paging zones your system uses. through the Phone Book feature, connects you to the first Contact your communications department for more information. available extension in that area.

  • Page 67: System Speed Call List

    System Speed Call List Name Number Reference...

  • Page 68: System Messages

    System Messages Call Forward - Always Reroute These messages appear in the various areas of your screen. This extension user has all calls rerouted to you. Absent Feature Disallowed for Last Attendant. Select Night Service Call Forward - Busy As the last or only attendant in the group, you cannot place your This extension user is busy and has forwarded calls (Call console into absent mode.
  • Page 69 Cancel Operation Abandoned You have just pressed Quit or [No] to exit from your request Indicates the Class of Restriction applicable to that station or without cancelling anything. trunk. Cancelling Do Not Disturb for All Stations Your request is in progress. Indicates the Class of Service applicable to that station or trunk.
  • Page 70 Guest Service Invalid Trunk Number Part of the Hotel/Motel Feature package. This prompt appears in You attempted to select an incorrect or out-of-service trunk. several attendant mode operations. Pressing it places the console Language selection option not installed in Guest Service mode immediately. The language you requested is not installed on your telephone system.
  • Page 71 MSG Waiting ON Page Zone Busy Confirmation that you turned on an extension’s message waiting The zone number you dialed is busy; dial another zone code, or indicator by pressing the [Set MSG Waiting] softkey. try again later. Must CANCEL before dialling Page Zone Unassigned Press Cancel on the console keypad, and the try dialing again.
  • Page 72 Route SUPERSET x...x You are calling a route. The station in question is a SUPERSET telephone. SUPERSET 7 Console Seized You are connected to a SUPERSET 7 console. Confirmation message when you access a trunk. SUPERSET 700 Console Select Paging Zone You are connected to a SUPERSET 700 console.
  • Page 73 Transferred Unassigned Directory Number The call has been transferred from an internal extension. The number you dialed is not recognized by the telephone system. Verify your number and try again. Trunk Access Denied Wake-up Call Not Acknowledged You are not allowed access to the trunk because of your or the trunk’s Class of Restriction.

  • Page 74: Telephone Directory

    Telephone Directory Trunk Numbers Use this table to record the trunk numbers your system uses. Name Number Contact your communications department for more information about the trunk numbers. Trunk Number Reference...

  • Page 75: Index

    Index Close console. See Conference calls, 21 Console Adjustments, 9 Absent, Operator status, 36 Access Codes, programming, 33 components, 4 Keypad, 6 Account Codes, 26 Keys, 6 Answer calls, 14 Language, 10 Answer key, 14 Ringer, 9 Answering priority, changing, 27 Screen, 5 Application area, 5 Starting and closing, 8...
  • Page 76 Guest room Message Register, clearing for guest Find rooms, 45 rooms, 48 Guest Room Message Waiting, 34 Condition status, change, 45 Mistakes, correcting, 17 Display/change room information, 44 Monitoring Occupany status, change, 45 Guest Rooms, 48 Guest Rooms Call Blocking, 47 Call Restrictions for, 47 Check-in/Check-out, 46 Night and Day Service, 31...
  • Page 77 Tone Signaling, 40 Traffic Monitoring. See Trunk Group Scratch Pad, 38 Status Display Selective call answer, 14 Transfer calls, 18 Serial Call, 38 Trunk Numbers, 68 Sofkeys, 7 Trunks Softkeys, 4, 5, 14 Direct access, 17 Speed Call, System, 40 Start console, 8 Status area, 5 Status Display, Trunk Group, 39...

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