Lucent Technologies merlin legend communications system Caller ID Box User Manual
Contents
1. Queue Over Threshold No Yes give number of calls in queue for alert __ Night Service No Yes Automatic On Off No Yes Password No Yes Automatic Hold Release Automatic Hold Automatic Release Park Zones No Yes list extensions Calls In Oueue Tone when calls enter your gueue No Yes Delayed Call Forwarding No 0 rings Yes number of rings Forwarding is delayed 1 9 rings 21 Automatic Manual Completion Automatic Completion Manual Completion Automatic Hold Release Automatic Hold Automatic Release Pools C No Yes list numbers Direct Station Selector No Yes Page 1 range to Page 2 range to Page 3 range to Dial Out Code No Yes code ___ QCC Backup No Yes calling group Voice Announce C Enabled Disabled Notes amp Reminders PAGING NUMBERS Paging Group s No Loudspeaker Paging No Zone 4 COVERAGE PICKUP CALLING GROUPS Group Name No Group Name ADDITIONAL NUMBERS2. if programmed the date and time you left the message and your extension For example ATT RENEE 20 26 08 02 X14 lf another operator has turned a co worker s Message light on with Leave Message using Send Remove Message turns that co workers Message light off To make sure that you dont accidentally turn off a co worker s Message light that should remain on use the Message Status button on the DSS to see if the red light next to the button for your co worker s extension is on before you use Send Remove Message When you use the Message Status button the light at the DSS button reflects the status of operator sent messages only If a co worker s Message light is on because a fax is waiting or another co worker has left a message the DSS button light is not on and using Send Remove Message does not turn the co worker s Message light off To send messages consoles without a DSS 1 Press the Send Remove Message button 2 Dial the co worker s extension To send messages consoles with a DSS 1 Press the Message Status button on DSS The green light next to Message Status goes on 2 Check the light next to the DSS button for the person s extension If necessary use the Page puttons to locate the extension e fthered light is on Press the Message Status button to return to call handling If you use Send Remove Message you turn off the co worker s Message light and cancel other operator sent messages on the display e fthered light
3. at the Source button The system moves the call to a Call button seep 11 Join connects you the original caller Source and the co worker being called Destination in a 3 way conference seelp 11 Pool Status shows you the status of the outside line groups in your system Forced Release drops all callers including you from a call and frees you for another call see p 11 Understanding Your QCC Call amp Fixed Feature Button Lights Each Call or fixed feature button has a red light and a green light next to it These lights provide the following important information Light Button Meaning w Steady red Call Lift the handset or press the Speaker button to automatically connect to the call Alarm Something is wrong with the system Contact system manager Handset Headset Mute Headset and handset microphones are off m Steady green Fixed Feature Button see pp 3 4 Feature on button is active HHR Steady red and green Call You are on a call at this button m T Steady red and Call A call is coming in on this button Flashing green Flashing green Night Service Enter the password to turn Night Service see p 22 on off Fast flashing green Call Source Destination A call is on hold at this button Meaning Dial tone steady You can make a call Busy slow repeating tone The phone you are calling is busy Fast busy fast repeating tone No lines are available Error alternating high low tones You diale
4. call is ringing or press the DSS button for the line OR Press the DSS button for the park zone To use Group Pickup 1 Press the Home button 2 Select Pickup Grp 23 Position Busy Use Position Busy when you want to prevent most calls from ringing at your console When you turn on Position Busy the only calls that ring at your console are calls made directly to your extension number and calls that are sent to your extension from co workers using the Forward and Follow Me features All other calls go to another operator or to a telephone that is a member of a calling group programmed by the system manager to be a backup position Note f no other operator position is available for backup and or if there is no Position Busy backup programmed in your system Position Busy does not work To use Position Busy 1 Press the Position Busy button to turn on the feature The green light next to the button goes on 2 Press the Position Busy button again to turn off the feature The green light next to the button goes off Special Characters When you program Personal Directory listings you are storing a sequence of numbers to be dialed automatically Some dialing sequences need special characters For example you press the Hold button to insert a pause p after the dial out code in a dialing sequence This way the system Is allowed to seize an outside line before dialing the number A pause can also be used to separate
5. console To return to the first call press the Call button with the fast flashing green light While a call is being directed the caller is automatically put on hold after you press Start See Directing Calls p 11 for more details When using a headset with Headset Auto Answer turned on placing a call on hold turns Headset Auto Answer off Press the Headset Auto Ans button to turn it on again Call Handling Conference Use this feature to connect yourself up to two other inside extensions and up to two outside participants All calls are joined on a single Call button You can only drop yourself or the most recently added participant from the conference call 1 Make the first call Announce call if necessary 2 Press the Gonf button to put the call on hold The system automatically selects another Gall button Dial the next telephone number or extension OR Press the DSS button Announce call if necessary and press the Conf button If the person is unavailable press the Drop button and press the Call button to rejoin the conference To add more participants repeat Steps 2 4 e To drop out of the conference temporarily press the Hold button e To rejoin the conference press the Call button for the conference e o disconnect the most recently added participant press the Drop button To end the conference press the Forced Release button Use this feature to connect yourself and two outs
6. feature to signal co workers with nondisplay phones e Posted Message his feature allows co workers with display phones to know when you are unavailable e Direct Voice Mail his feature allows you to call directly to co workers voice mail or to transfer callers directly to co workers voice mail When a message is waiting for you your Message light is lit The following descriptions explain how to read cancel and delete messages you have sent or received You can use Signaling to notify co workers when they have visitors or to provide them with information Or reminders Messaging Feature Table The following messaging features Feature are available from your telephone The recipient s telephone Telephones must be configured as indicated Feature Telephones Screen Button Leave Message Display Home Screen Seelp 16 Posted Message Display Menu Screen Seelp 16 Send Remove Message All Send Remove Message button Seelp 14 Direct Voice Mail With Voice Mail DSS Button Seelp 15 Signaling Multiline See Signaling p 15 Receive Message Your Extension Menu Screen Seelp 15 Messaging Send Remove Message Press the Send Remove Message button on your console to turn the Message light on or off for any telephone in your system For co workers with display telephones the Send Remove Message feature turns on Message lights and also delivers the message ATT OPERATOR ATT means attendant or displays your name
7. is off Press the Send Remove Message button Press the DSS button The red light next to the DSS button for the co worker s extension goes on and the co worker s Message light goes on indicating that an operator sent message is waiting Press the Message Status button to return to call handling To turn off Message lights consoles with a DSS 1 Press the Message Status button on the DSS The green light next to Message Status goes on 2 Check the light next to the DSS button for the person s extension You can use the Page buttons to locate the extension 3 If the red light is on Press the Send Remove Message button Press the DSS button The red light next to the DSS button for the co worker s extension goes off and the co worker s Message light goes off and the operator sent message is deleted Press the Message Status button to return to call handling Messaging Signaling Use Signaling to notify co workers when they have visitors or to provide them with information or reminders You can signal multiline telephones only You must have a DSS attached to your console You and your co workers can prearrange the Signals For example you can arrange two beeps for a visitor and three beeps for a reminder To use Signaling 1 Select a Gall button 2 Lift the handset press the Speaker button or use the headset You hear a dial tone Press the Forced Release button The light next to the selected Ga
8. or aerosol cleaners directly on the telephone Understanding Your DSS Fixed Page Buttons Press the fixed Page buttons to change the page of telephone numbers accessible to your DSS The green light turns on next to the Page button that is active If you have one DSS Page 1 accesses the first 50 extensions Page 2 accesses the second 50 extensions Page 3 accesses the third 50 extensions If you have two DSSs Page 1 accesses the first 100 extensions Page 2 accesses the second 100 extensions Page 3 accesses the third 100 extensions Message Status Button When Message Status is on the red lights next to the DSS buttons turn on for extensions with messages from system operators Messages from other sources such as co workers and fax machines do not cause the red lights to turn on The green light next to the Message Status button turns on when the button is pressed to tell you that the lights on the DSS are showing Message Status Pressing the button again turns off Message Status and the green light C O dole ot 000 010 o O ooo Siia aiii iii DSS Button Lights Steady Fast flashing Slow flashing DSS Buttons Each DSS has 50 DSS buttons arranged in 5 columns of 10 buttons each DSS buttons have numbers assigned in consecutive order starting with the top left corner button Each button can have 3 numbers assigned to it which can correspond to the following e Extension numbers for direct
9. select Reset and redial 4 Select On 5 Press the Home button The display shows a bell to remind you that the alarm is on To cancel the alarm 1 Repeat Steps 1 and 2 above 2 Select Off 3 Press the Home button The display no longer shows a bell To time a call or other activity or to turn Timer off 1 Press the Menu button 2 Select Timer Often Used Features Authorization Codes Barge In If your system manager has given you an If a co worker is on the phone or using Do authorization code you can pick up someone Not Disturb use Barge In to reach that else s telephone enter your authorization person in an emergency or if you have special code and make an outside call with your own Instructions to interrupt When the extension calling privileges You must activate the is busy you hear a tone and Barge In feature and enter your code for each call you connects you to the call if your co worker is make even when you are adding people to a using Do Not Disturb his or her telephone conference It is not necessary to use your rings authorization code for inside calls Using an p EN authorization code does not affect the button L Si i v N assignments on your own phone or the one already has the maximum number of JOU ae CUEN Usi participants You hear a fast busy signal AN e Telephones that have forwarded calls by Security Alert using Coverage Forward or Follow Me Compromise of authorization codes You he
10. that Night Service is on 2 Enter the password if required You have One minute to enter the password or you must start the procedure again Paging features allow you to page groups of individuals over their phone speakerphones or over the company s loudspeaker paging system if there is one Group Paging Page All Loudspeaker Paging and paging zone numbers can be programmed on DSS buttons To page over phone speakerphones check with your system manager for Group Paging or Page All numbers then Press a Gall button Lift the handset or use the headset Dial the Group Page or Page All extension number OR Press the DSS button for one of these numbers Make the announcement and hang up Ask your system manager whether Loud speaker Paging is available what the number for it is and whether there are paging zones for different parts of your company Then 1 Press a Call button 2 Lift the handset or use the headset 3 Select Loudspkr Pg from the Home screen 4 Enter the paging system number Dial the zone to be paged If needed 5 Make the announcement and hang up 22 To use Park you must have a DSS with extension numbers 881 888 range programmed for park zones Park allows you to hold a call when the recipient can t be located Use Parklwith Pickuol n 23 and Paging features so that you can locate a co worker who needs to take a call or pick up a parked call After a specific period set by y
11. to turn off the handset s microphone as well The red light is lit when the handset headset microphones are off You can also turn off the headset microphone by pressing the Speaker button The call is transferred from your headset to the speakerphone Press the Speaker button again to return the call to your headset Call Handling Call Delivery Outside calls designated to ring ata QCC are sent to a single common QCC queue where they wait to be sent to the first available QCC operator When a QCC operator is available to receive a call the system removes a call from the queue and sends it to an idle Call button If more than one QCC operator is available the operator who has been idle the longest receives the call The order in which calls are delivered to the QCC operator is determined by system programming See your system manager if callers complain about slow response times Both inside and outside calls ring on Gall buttons on the QCC The QCC receives one call at a time regardless of the number of calls in the QCC queue When a call rings on a Call button information about the incoming call is shown on the display Answering Calls You can answer a call in three ways e Lift the handset e Press the Speaker button e Use a headset Press a Gall button if you are not using Headset Auto Answerl see p 9 If you are using Headset Auto Answer you hear a beep and can begin talking immediately To disconnect
12. Camp On to direct a call to a busy or unavailable inside telephone and have the call wait at the extension for a longer period of time than Release allows If the telephone is busy the person to whom you directed the call hears a tone signaling that another call is waiting If the call remains unanswered it returns to you or another operator for further handling To camp on a busy extension do one of the following e Select Camp On from the Home screen e Press the Feature button and select Camp On Selecting the Camp On feature completes directing a call You can only do this when manually directing a call or with manual completion If you have automatic completion and use the DSS the call does not camp on Note Do not use Camp On if your system is equipped with a voice mail system Inspect The Inspet button displays information about calls on Gall buttons or features on fixed feature buttons To use it press the Inspct button and then press a Gall or fixed feature button When you finish press the Home button to leave Inspect mode With Inspect you can Press a Call button to view information about an incoming call held call or conference call Press the Pool Status button to view the status of lines in all pools On a DSS press a Page button to view the first number in the range that is activated by the Page button On a DSS press a DSS button to view extension information Press the Alarm button to
13. Document 555 640 136 Comcode 107 713 760 Issue 1 March 1996 Lucent Technologies Bell Labs Innovations MERLIN LEGEND Communications System Releases 3 1 and 4 0 MLX Queued Call Console Operator s Guide Contents Your Queued Call Console Describes the phone buttons and screens Understanding Your DSS Describes the DSS buttons Security Alert Your Responsibility for Your System s Security Toll fraud the unauthorized use of your telecommunications system by an unauthorized party for example persons other than your company s employees agents subcontractors or persons working on your company s behalf can result in substantial additional charges for your telecommunications services You are responsible for the security of your system There may be a risk of toll fraud associated with your telecommu nications system Your system administrator should read all installation instruction and system administra tion documents provided with this product to fully understand the features that can introduce the risk of toll fraud and the steps that can be taken to reduce that risk Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common carrier telecommunication services or facilities accessed through or connected to it Lucent Technologies will not be responsible for any charges that result from such unauthorized use Your Queued Call Console Your Display Screen
14. Forced Release to disconnect To Modular Base Unit eliminate the need to press a Call button use the Headset Auto Answer feature See Headset N Handset Jack Features below Headpieces Mirage Receiver fits over either ear Not for noisy environments StarSet Eartip fits in ear canal Supra Monaural Adjustable headband and soft ear cushion Supra Monaural Noise Canceling NC Same as above with noise canceling microphone that reduces background noise transmission by up to 75 Supra Binaural Sound in both ears Supra Binaural Noise Canceling NC Same as above with noise canceling microphone on flexible boom features windscreen and reduces background noise transmission by up to 75 Headset Features Your console has three preprogrammed headset buttons e Headset Status This button turns the headset on and off Use this button when switching between the handset and headset The green light is lit when the handset mode is on e Headset Auto Ans Headset Auto Answer This button automatically delivers calls to the headset eliminating the need to press Call buttons to answer calls As each call arrives you ll hear a tone and you can begin speaking immediately The green light is lit when the Headset Auto Answer feature is on Handset Headset Mute Headset Handset Mute This button turns off your headset microphone so that you can talk with someone in your office without being heard by a caller Use this button
15. Indicates the call that will be dropped when the Drop button is pressed Feature Screen The Feature screen provides quick access to the features used most often As you handle operator tasks the Feature screen tells you which features are available to help you The features on this screen change depending on your tasks Press to pick up a call ringing at another extension or at a line p 23 Press to enter an account code before orduring a call p 19 Select a Feature Press HOME to Exit Pickup Grp Pickup Loudspkr Pg AccountCode Press to send calls from another extension fo thi extension p 21 Press to call a voice mailbox p 15 Feature Screen Options Feature Displayed Is not busy or has an inside dial tone Has reached a busy extension Is ringing at an extension or connected to an inside call Is connected to an outside line Group Pickup Pickup Loudspeaker Page Account Code Follow Me Cancel Follow Me Direct Voice Mail Barge In Leave Message Camp On Leave Message Barge In Camp On Direct Voice Mail Camp On Account Code Follow Me Cancel Follow Me Direct Voice Mail Pickup Grp Pickup Loudspkr Pg AccountCode Follow Me CanclFollow Direct VM Barge In Leave Msg Camp On Leave Msg Barge In Camp On Direct VM Camp On AccountCode FollowMe CanclFollow Direct VM Notes amp Reminders Account Code Entry Required Optional
16. Press Cancel to drop the called extension and return to the caller OR e Press the Join button for a 3 way conference To complete the call direction hang up or press the Release button OR To disconnect all parties press the Forced Release button Call Handling Returning Calls some of the calls you receive are returning calls These are calls you or another operator directed to co workers If the co worker you directed the call to is unavailable away from the telephone or on another call for example the call may return to you for further handling depending on how your system is set up The following are examples of returning calls e Directed call a call sent to an inside or outside telephone e Directed call camped on at the destination telephone e Held call e Parked call When a call returns you can either attempt the again or take a message from the caller pp 13 16 for further information Unsuccessfully Directed Calls If you dial incorrectly or reach an extension that is busy or unavailable you can do one of the following e Press the Cancel button to return to the original caller e Try s call again essage from the caller See pp 13 16 for further information e Try to connect the call using one of the following features Barge In p 20 Camp Onl p 21 Paging p 22 Parkl p 22 Note Do not use Camp On if your system is equipped with a voice mail system Responding to the O
17. Your telephone s display is an alarm clock and timer see telephone directory see p 17 and message center see Read the button descriptions on this page to find out how you can use your screen to locate and activate features or see whos calling you See pp for more information Home Press to return to the Home screen and exit the current activity The Home screen gives calling and timekeeping Information and prompts when you need help Menu Press to program the phone view messages or select features available from the display see More Voice Announce If Voice Announce is enabled through system programming press to make a Voice Announce call to another extension Note The one or two DSSs Direct Station Selectors that attach to your MLX 20L telephone are not shown here See for details Volume Press V or A to change the ringer loudness while the The gt appears on the screen when more information exists Press More to advance through additional menus when necessary or to display more information about an incoming or active call 24 Characters N N I N N m i ojo F TEL OTHER Jack underside On MLX 10DP MLX 16DP MLX 20L and MLX 28D telephones is aconnection fora Multi function Module MFM DSS Jack underside On MLX 20L and MLX 28D telephones connects to a DSS or PassageWay Dire
18. a phone number from an extension number The following table describes special characters ASk your system manager which special characters are needed and when to use them Special Characters When You You This Press See Means Drop S Stop Halts dialing sequence to allow the system to respond Hold p Pause Inserts 1 5 sec pause in the dialing seguence Multiple consecutive pauses are allowed Conf f Flash Sends switchhook flash Must be first entry in sequence End of Dialing Use to signal end of dialing sequence or to separate grouped digits Copyright 1996 Lucent Technologies MERLIN LEGEND MLX 10D MLX 10DP MLX 16DP MLX 20L MLX 28D and Passage Way are registered trademarks of Lucent Technologies Mirage StarSet and Supra are registered trademarks of Plantronics Inc 24 Display Reference Fixed Display Buttons Fixed Display Buttons 7 Line Display Fixed Display Buttons Unlabeled Display Buttons Press to select the corresponding features and options shown on each screen Fixed Display Buttons Press to select specific display screens Home Menu More and Inspect Inspect Unlabeled Display Buttons Unlabeled Display Buttons S lume V me Feature Button Press to display the Feature screen to select features you use often Note If your company has Caller ID services and Caller ID is supported in a caller s area an outside caller s phone number may appear on y
19. ar ringing at the extension you could lead to toll fraud or unauthorized are calling charges e Telephones that have Privacy in use Memorize your authorization code and do not You hear a fast busy signal share it with anyone e Telephones that are being programmed The way you activate the Authorization Code You hear ringing at the extension you feature depends upon the type of telephone are calling you are using to make the call You cannot e Telephones thatare in the process of use an authorization code at a 0CC dialing You hear a fast busy signal e Ifthe telephone has a programmed To use Authorization Code button press it Press the Feature button and select Barge In The system selects a line and automati cally activates the Speaker button an available line button is selected for you then continue with Step 3 below e Onan MLX display telephone except a QCC press the Feature button then select AuthCode Auth from the display or dial 80 then continue with Step 3 below To enter an authorization code at any type of phone except a QCC 1 Lift the handset or press the Speaker button You may first select an ICOM SA or SSA button Dial 80 Dial your authorization code followed by Dial the dial out code usually a 9 for an outside call and then dial the phone number To make another call put the call on hold or hang up and repeat Steps 1 4 20 Often Used Features Use
20. console or at a co worker s phone Understanding Your QCC Call and Fixed Feature Buttons The Gall and fixed feature buttons are factory set and labeled for specific functions as shown in the following illustration and described below Letters G through Z Letters located on the corner of each Call and fixed feature button are used to enter names into your Personal Directory see p 17 Fixed Feature Buttons Letters A through F appear on the Seelp 4 for details display TT Call 5 Position Forced gt Ring Voice Busy Alarm Release Send fee M Night Poo NE mn Call 4 Message Service Status Handset Headset O Headset Headset 1 Call 3 Mute Status Auto Ans T U V Cd Call 2 Source Destination Join X Y Z Cd Call 1 Start Release Cancel Call Buttons Buttons labeled Gall 1 through Call 5 are used to make and receive inside and outside calls see p 10 If Voice Announce is enabled through system programming use Gall 5 to make Voice Announce calls to extensions Voice Announce calls made to a QCC are received as ringing calls Understanding Your QCC Fixed F
21. ct Connect Solution or PassageWay Solution Inspect Press Inspet and a Gall button to display information about an incoming or active call Press Inspet and a fixed feature button to see what feature is programmed on the button see Unlabled Display Buttons Press one to select the item next to it on the display Call and Fixed Feature Buttons See for details Message Light Indicates a waiting message when the red LED is lit See pp 3 16 Transfer phone is ringing handset volume while you re using the fare eee handset or speaker volume while you re using the speaker N s s Press to send a call to another phone It s better to use the C7 mo Start button see Feature 4 6 PA Press to display the Feature screen and select features HFAI 0 Press to add a person to a conference See Not used on a QCC M Drop a wiesen Press Drop and a line button to disconnect a person from a conference call see p 11 microphone on or off so that you can or cannot be heard by the caller User Card Tray Speaker Hold Pull out for guick reference Press to turn the speakerphone on off Press to l ut a call on hold A CAUTION for hands free conversation during a see p 10 To clean your phone unplug it from the wall jack and use a call or when a call rings or press to hang up a speakerphone call slightly dampened cloth To prevent permanent damage do not immerse the phone in water or any liquid and do not use liquid
22. d a number or used a feature incorrectly Confirmation double break in You used a feature correctly dial tone followed by steady tone The table below helps you identify the different types of ringing Ring Meaning m ring Inside call mms mm longringand1 short ring Outside call Feature Finder res p 18 This table shows where to look for information about performing specific console activities Any fea that do not have detailed instructions can be used by following the instructions in Using Features Handling Console Basics If you want to O D TA RO send outside calls to another telephone or calling group after normal business hours D Enter an account code before or during a call SeelAccount Codes p 19 cD 1 Use your console as an alarm clock Se Time calls or meetings larm Clock amp Timer p 19 View the number of system alarms See i O i A De O Ro Page co workers over their speakerphones or a See Pace loudspeaker system cD Choose a message to leave for co workers who have Se display phones osting Messages p 16 O NO Screen calls on Gall buttons or use your DSS to SeelInsg check whether a co worker has posted a message cD Use a headset for hands free call handling Se Speak to someone privately while handling a call eadset Features p 9 Block most calls to your console to prevent interruptions See or when lea
23. de and 3 Lift the handset or press the Speaker button to make a call 4 Dial the outside number including the dial out code if required To enter or change an account code during a call the other party cannot hear your entry follow Steps 1 and 2 If an account code is entered for an incoming call before it arrives you cannot change that code during the call If there is something wrong with the system the red light next to your console s Alarm button goes on Report the alarm immediately to your system manager Press the Alarm button then the Inspet button to see how many problems the system is reporting The red light stays on until the problem is cleared by your system manager Alarm Clock amp Timer Alarm Clock causes your phone to beep at a certain time you can set only one alarm Until canceled the display shows a bell reminding you that the alarm is on The alarm sounds each day at the same time Timer times calls or other activities for up to 59 minutes 59 seconds displaying the elapsed time on your screen You must turn Timer off when timing is over it does not turn off automatically at the end of a call To set an alarm Press the Menu button Select Alarm Clock For English language operation dial a 4 digit time from 0100 to 1259 Then select a m p m to switch between AM and PM For Spanish or French operation dial a 4 digit time between 0000 and 2359 If you make an error
24. eature Buttons Buttons for special operator functions and basic call handling Start begins directing the call and puts the caller on hold at Source seelp 11 Source reconnects you with the caller after you ve begun directing a call seelp 11 Destination connects you with the person being called when you are directing a call see p 11 Release completes a call and frees you for the next call It also releases you from a 3 way conference seelp 11 Headset Auto Ans Headset Auto Answer When you use a headset this button automatically connects you to the next call each time a new call arrives at your console Pressing this button turns on the green light seelp 9 Handset Headset Mute temporarily turns off the handset and headset microphone to allow you to talk to someone privately seelp 9 Headset Status allows you to switch between the handset and the headset see p 9 Send Remove Message turns co workers Message lights on and off seelp 14 Position Busy temporarily prevents most calls from being sent to your console You continue to receive calls to your extension and calls from co workers who are using forwarding features see Night Service turns on special telephone operation after business hours seep 22 Alarm indicates that a problem has occurred with the system Contact your system manager see p 19 Cancel cancels a call directing attempt and reconnects you to the original caller on hold
25. ed to use aa 24 when entering dialing seguences Include dial out codes if needed The screen guides you through Personal Directory activities so the steps are summarized here Press Home to stop the activity Bold type shows the button you press talics indicate a screen selection Io enter a listing Menu gt Directory gt Personal Dir Enter New Type name gt Enter Type number gt Enter Yes or No gt Enter gt Home To assign a listing to the Home screen Directory option Menu gt Directory gt Personal Dir Put on Home Select a range of letters gt Select listing Select location on the Home screen gt Home To dial a listing from the Home screen Home Directory gt Select listing To verify a stored phone number use the steps above to display the letter range and Show Number Select listing Show Number To delete a listing Menu gt Directory gt Personal Dir Delete Entry gt Select a range of letters Select listing Delete Home To change a listing Menu gt Directory gt Personal Dir Edit Entry gt Select a range of letters Select listing gt Select part of listing to change Enter new information Enter Exit Home Using Features There are two ways to select features e Select the feature from the display a Press the Home or Menu button to display the Home or Menu screen or press the Feature button to display the Feature screen b Press the unlabeled display button next to the feature abb
26. en You can make and receive calls while in Menu mode except when using the Alarm Clock or Personal Directory features You can also use Menu features while you are on a call To select a feature from the Menu screen press the unlabeled display button next to it To return to the Home screen press the Home button Press f em MENU MODE Select Feature ress for access to E m Press HOME to Exit Directory Messages W Posted Msg Alarm Clock a Timer System Extension and Personal Directories p 17 Press to use alarm clock or timer p 19 Sys Program Maintenance If your console is set up for system programming and maintenance Sys Program and Maintenance are shown on the right side of the Menu screen If you have not been trained or are not familiar with these features see your system manager Inspect Screen The Inspect screen has five functions e To display information about Gall buttons and fixed feature buttons e To enable you to view the status of system alarms and the number of busy trunks in a pool e To display the extension and message status of DSS buttons e To display Busy Do Not Disturb status using DSS buttons e To view call handling information when you re on a call have other calls on hold or are on a conference You cannot inspect information about dedicated feature buttons the unlabeled display buttons or the fixed display buttons If you are in Inspect mode and you press Home Menu o
27. from a call press Release or Forced Release f the automatic release feature is programmed calls disconnect when you press another Gall button The Handset Headset Mute button on your console enables you to turn off your handset or headset microphone so you can have a private conversation when necessary Making Calls To make an inside call 1 lnitiate Call e Lift the handset OR e Press the Speaker button OR e Press a Call button if using the headset 2 Press the DSS button or dial the extension To make an inside Voice Announce call If using a headset go to Step 2 1 Lift the handset press the Speaker button 2 Press the Gall 5 button 3 Press the DSS button or dial the extension To make an outside call As of Release 3 1 QCCs do not have access to pools by default See your system manager about removing this restriction If an account code is required on your system enter it before you make the call See Account Codes p 19 1 Lift the handset press the Speaker button or press a Call button if using the headset 2 Dial the dial out code or pool access code and then dial the phone number Release 4 0 and later systems only Pressing the Hold button to put a caller on hold makes the QCC available for incoming calls from the QCC queue You can also use the Hold button to temporarily leave a conference call See Conference p 11 Io use Hold Press the Hold button on your
28. ide or inside participants Make the first call see Making Calls p 10 Press the Start button Dial the next number including the dial out code or extension Press the Join button To drop out of the conference press the Release button OR To end the conference press the Forced Release button Directing Calls You can direct a call and announce it or not Check with your system manager to find out whether automatic completion is programmed for your console To direct a call without announcing and with automatic completion Press the DSS button for the co worker who will receive the call To direct a call without announcing or automatic completion 1 Press the DSS button for the co worker who Should receive the call 2 Press the Release button To direct a call without announcing automatic completion or a DSS button 1 Press the Start button 2 Dial the extension 3 Press the Release button To direct a call and announce it 1 To put the caller on hold at the Source button press the Start button 2 To announce the call on the remote telephone s speakerphone Voice Announce press the Call 5 button Otherwise go to step 3 Dial the extension or press the DSS button for the person to receive call If busy see below Announce the call e Press the Source button to return to the caller If you do this use the Destination button to return to the call recipient OR e
29. ing or making calls to co workers see pp e Paging numbers for paging co workers over speakerphones or loudspeaker system see e Numbers for parking calls to the system operator park zones see e Pools and lines for monitoring the pools current status Direct Voice Mail Press this button to transfer a call directly to a co worker s voice mail see Reserved Buttons These buttons are reserved for future use Button Meaning Extensions Phone is not in use and Do Not Disturb is off With the Message Status button the Message light is off at the extension Pool One or more lines in the pool are available Line Not in use available Group Page Page All Park Zone Not in use available Calling Group The numbering of calls waiting for calling group are fewer than the programmed maximum Extensions A co worker is on phone a call is on hold or Do Not Disturb is on With the Message Status button the Message light is on at the extension Pool All lines in the pool are busy Line In use not available Group Page Page All In use not available Calling Group The number of calls waiting for the calling group is equal to or more than the programmed maximum Extensions A co worker is calling you or a parked call or call on hold is returning to you Line A parked or held call is returning to you Extensions A call directed to this extension is returning to you Line A call is ringing on this line at your
30. ll button goes off Press the DSS button for your co worker Your co worker hears a beep each time you press the DSS button Hang up Direct Voice Mail If your company has voice mail this feature allows you to dial a co worker s voice mailbox without calling that person Direct Voice Mail is especially useful for transferring calls when a co worker is not available Usually you activate the feature as soon as you lift the handset or press the Speaker button to make a call or while on a call that you want to transfer to a voice mailbox You don t have to use the Start or Transfer button You can also use the feature after you have dialed an extension just do Step 1 below 1 Press Direct Voice Mail button on the DSS p 2 OR Press Feature button and select Direct VM 2 Dial the extension for the voice mail recipient or press the DSS button Note f you transfer a call to an extension that has no voice mail you hear an error tone and the call returns to you Receiving Messages When your Message light is on you have a message from a co worker Messages are identified by the name or extension of the caller along with the time and date the person called Depending on how your system is set up you may also have a voice mail message or a fax A message may be identified in these ways ATT You have a message from another system operator FAX You have a fax VMS You have a voice mail message Indica
31. meetings or visitors See Signaling Jp 15 Announce a call on an extension s speakerphone Seel Directing Calls jp 11 and transfer the call Feature Finder If you want to O cD i Make a voice announce call Enter account codes when making an outside call SeelAccount Codes p 19 Make an outside call from another extension using see Authorization Codes jp 20 your own calling privileges Speak to someone privately while using the handset Try thelMutelbutton p 1 If you have a headset or a headset see Headset Handset Mute jp 9 Call directly to a co worker s voice mail see Direct Voice Mail jp 15 ersonal Directory 17 gt OI Display or dial numbers you call frequently See Display or dial numbers your company has See Extension amp System Directory p 17 programmed for you Messaging Let a co worker know you called See Messaging pp 13 16 Find out if you have a voice mail message fax or other message Choose a message to leave for co workers who have display phones Reach a voice mailbox without calling the person see Direct Voice Mail jp 15 Release 4 0 and later systems only Headsets Headsets for the MLX Queued Call Console allow one touch operation hands free Headsets consist of a headpiece and modular base unit The base unit plugs into the handset jack Headpiece Touch a Call button to answer a call then press Release or
32. our display when an outside call comes in or is transferred to you When caller information is not available because of the caller s local phone company or because the caller has blocked the service you may see No Caller ID Out of Area or Private Home Screen The Home screen as shown in the following illustration is displayed when you re not using your console s features Screen information changes when you receive or make a call and use features To return to the Home screen at any time press the Home button When the phone is idle this screen shows a posted message if any When a call comes in or is made this screen shows the number called name or number of the caller or other call handling information shows date and time It also displays if either is set Press to enter an account code before orduring a call p 19 Press to leave a message J for a userwith a display phone p 16 Press to pick up a call ringing at another extension or at a Specific line but not at your phone or to pick up a call parked at a parking zone AccountCode Directory D a Press for access to System Extension Press to camp on a and tores p 17 a busy extension p 21 Directories p 17 25 When the phone is idle Clock and Timer kp 19 Menu Screen The Menu screen lists features and functions you can use only through your display Calling information is not shown on the Menu scre
33. our system manager the parked call returns to your console or to that of another operator To park a call and then page 1 While on a call press the button programmed with a park zone Skip the remaining steps if you do not plan to page Press a Gall button and lift handset or use headset To page over telephone speakers dial the Group Paging or Page All number or DSS button for that number OR Press Home button and select Loudspkr Pg dial Loudspeaker Paging number or press DSS button for it Then dial paging zone if necessary 4 Announce the call and park zone extension number where the call is held Io pick up a parked call 1 Press the Home button 2 Select Pickup 3 Press the park zone DSS button or dial the extension number where the call is parked For details see Pickup p 23 Often Used Features Use Pickup to pick up a call e Parked by you or another operator ina park zone Parked at an extension by a co worker Put on hold at an extension Ringing at a line or extension Ringing at an extension for a Pickup group of which you are a member ask your system manager whether you are in a Pickup group If you pick up a call for a Pickup group you do not need to know which extension in the group is receiving the call To use Individual Pickup 1 Press the Home button 2 Select Pickup 3 Dial the extension number or press the DSS button for the extension Dial the line number where the
34. r a dedicated feature button your console is no longer in Inspect mode Inspecting a Fixed Feature Button To view fixed feature button information press the Inspet button then press a feature button e For Start Headset Handset Mute Send Remove Message Position Busy Release Headset Status Night Service Cancel Join Headset Auto Ans or Forced Release the feature name appears on the display e For either Source or Destination when a call is on hold on the button the button name and calling information about the held call appear e For Alarm the display shows the number of alarms in your system e For Pool Status the number of trunks in each pool and the number of trunks in use appear Display Reference Inspecting a Call Button Screen Complete calling information about the call on the specific button you re inspecting O I 3 The number of calls waiting in your queue first number and the number of calls waiting in the system queue second number Inspecting a Conference Screen INSPECT Abbreviated information about the call on each Call button The numbers correspond to the numbers on the Call buttons Press the Gall button where the conference is taking place to display conference information The number of people on the conference call The number of calls waiting in your queue first number and the number of calls waiting in the system queue second number 26
35. reviation e Press the fixed feature button The following table shows features available from the Home Feature and Menu screens and the associated display abbreviations Feature Button Screen s Display Abbreviation Account Code Feature Home AccountCode Alarm Clock Menu Alarm Clock Barge In Feature Barge In Camp On Feature Home Camp On Cancel Follow Me Feature CanclFollow Directory Home Menu Directory Extension Directory Menu Ext Dir Personal Directory Home Menu Personal Dir system Directory Menu System Dir Direct Voice Mail Feature Direct VM Follow Me Feature FollowMe Group Pickup Feature Pickup Grp Individual Pickup Feature Pickup Messages Menu Messages Delete Message Delete Msg Next Message Next Msg Return Call Return Call Messaging Leave Message Feature Leave Msg Loudspeaker Paging Feature Loudspkr Pg Pickup Feature Pickup Posted Message Menu Posted Msg Timer Menu Timer Often Used Features Account Codes In some companies you enter an account code before or during a Call to indicate client billing information You may be required to enter an account code for all outside calls or an account code entry may be optional for incoming and outgoing calls Check with your system manager for account code operation and account codes To enter an account code 1 Select AccountCode from the Home screen OR Press the Feature button and select AccountCode trom the Feature screen 2 Dial the account co
36. tes the extension number of the person who called gt K Marks a new unread message To read and respond to messages on your display 1 Press the Menu button 2 Select Messages 3 Choose from e Return Call to call your co worker or voice mail while reading the message e Next Msg to see the next message e Delete Msg to delete the message You can have up to 10 messages if there are 10 no more are accepted Messaging Leaving Messages If you cannot reach a co worker you can take a message from a caller and use the Leave Message feature to leave a message for the co worker if the co worker has a display telephone To use Leave Message you must be on the call and listening to ringing or a busy signal If your co worker does not have a display you see Cannot Send Message on your display In this case use Send Remove Messagel p 14 instead When a call is unanswered or busy you are listening to a ringing or busy signal 1 Select Leave Msg from the Home screen 2 Read the status of the message on display e Msg Sent if message was delivered e Message Box Full if message was not delivered because co worker s message box is full e Cannot Send Message if message was not delivered for example because co worker does not have a display telephone Your co workers Message light turns on after you leave the message Note f you use Leave Message to send a second message to a co worker who has not responded
37. to your first message the second message replaces the first The Message light remains on Posting Messages A posted message appears on the display of any inside caller who tries to reach you as long as that person has a display phone You also see the message posted at your own phone as a reminder There may be as many as 20 messages available to you for posting Message 1 is always DO NOT DISTURB the others may include such choices as OUT TO LUNCH OUT SICK IN A MEETING depending on how your system manager has programmed them To post a message 1 Press the Menu button 2 Select Posted Msg 3 Select the message you want to post 4 Select Post 5 Press the Home button To cancel a posted message 1 Press the Menu button 2 Select Posted Msg 3 Select Cancel 4 Press the Home button Co workers can also post messages from their telephones when you dial their extensions the messages show on your display You can use the Inspect feature p 21 to see the message as well This Is especially useful when checking to see if the extension has Do Not Disturb active If Do Not Disturb is active the red light at that extension is on If the Do Not Disturb message Is posted but the red light is not on the feature Is not active The Do Not Disturb message may be posted but the Do Not Disturb feature cannot be used on a QCC Use Position Busy p 23 instead Directories Extension amp System Direc
38. tory Check with your system manager to find out whether these directories have been programmed The System Directory dials outside numbers that people in your company call often The Extension Directory dials inside numbers 1 Press the Menu button 2 Select Directory 3 For the Extension Directory select Ext Dir For the System Directory select System Dir 4 Select the entry a Select the range of letters that Includes the first letter of the listing you want If there are no entries available for the range you hear a beep b View other entries by selecting either Prev Page or Next Page c If you want to check the number select Show Number and press the button next to the name Select Show Number again to stop viewing numbers d To dial a number press the button next to the listing 5 Press the Home button to exit Personal Directory This feature stores up to 50 phone numbers as well as account codes area codes and access codes then dials those numbers when you wish You enter change select dial and delete listings from the display You can access the Personal Directory from the Menu screen You can assign 16 entries from your Personal Directory to appear in the Home screens 8 per screen When entering or changing names use the screen to select letters A F use the line puttons as labeled on the faceplate to enter G Z Select Punctuation to use the displayed punctuation marks You may ne
39. ueue The following features can be enabled or disabled on a QCC See your system manager for details on how your system is programmed Calls in Queue Alert The Calls in Queue Alert feature causes your phone to beep when a new call arrives in the QCC queue The system can be programmed So that the beep can indicate each new call arrival every second call arrival and so on Queue Over Threshold When there are more calls in the queue than are allowed by a programmed threshold the number on your console display that shows the number of calls in the queue turns to reverse video When this occurs you can do one of the following e Respond to calls more quickly e Contact your backup QCC operator if assigned to start accepting calls e Notify your system manager Notify your system manager if callers complain about slow response times System options can be adjusted to give better response times Messaging Your phone system has the following features that allow you to leave messages for others in your office e Leave Message f you cannot reach a co worker you can use the Leave Message feature to let a co worker with a display telephone know that you called along with the date and time of your call If you leave one message and then another the second message replaces the first e Send Remove Message Using the Send Remove Message button on the console allows you to turn co workers Message lights on or off Use this
40. view the status of system alarms Follow Me You can use the Follow Me feature when a co worker is meeting with you or working at your desk or to answer incoming calls to your co worker s extension while he or she is away If Follow Me is activated and Delayed Call Forwarding is programmed for a forwarding extension calls ring at the forwarding extension for the programmed number of rings 0 9 before being forwarded to your extension To use Follow Me to answer calls that arrive at a co workers extension 1 Press the Feature button 2 Select Follow Me 3 Dial the co worker s extension or press the DSS button To cancel 1 Press the Feature button 2 Select Canc Follow 3 Dial the co worker s extension press the DSS button or use the Extension Directory Io cancel all extensions at once 1 Press the Feature button 2 Select Canc Follow 3 Dial Often Used Features Night Service Night Service is used to send after hours outside calls to another telephone or telephones and or calling group Night Service can also be set up so that you have to enter a password before turning Night Service on or off If Night Service is not set up to turn on and off automatically you must turn Night Service on when you leave for the night and turn it off when you start your day To turn Night Service on or off 1 Press the Night Service button This toggles the feature on and off A green light indicates
41. ving your console for a period of time osition Busy p 23 O cD j NO Have a co worker s calls ring at your console Cancel calls forwarded to your console ony O gt O i Adjust volume of the speaker handset or ringer See SeelHold Jp 10 Conference fp 11 Put a call on hold at your console cD set up a conference with as many as four other Se participants cD O Direct a call to a co worker s telephone SeelDirecting Calls p 11 cD Be notified when the number of calls in gueue Se exceeds the programmed threshold esponding to the Queue jp 12 Feature Finder Answering and Directing Calls Answer a co worker s ringing telephone from your See Pickup p 23 console or pick up a call on hold at a co worker s telephone Interrupt a co worker s call in an emergency or if SeelBarge In jp 20 you re instructed to interrupt Direct a call to an extension and have it wait there If your system does not have voice mail see until your co worker is ready to answer it camp On p 21 Put a call on hold and page a co worker to pick up See Park and Paging p 22 the call at another telephone Notify co workers that they have messages See Messaging pp 13 16 Broadcast an announcement over the company s loudspeaker system Page co workers over their speakerphones Transfer directly to a co worker s voice mail SeelDirect Voice Mail jp 15 Signal a co worker for
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