AT&T System 25 manual

AT&T AT&T System 25 Switched Loop Attendant Console User Guide[...]

©1989 AT&T All Rights Reserved Printed in USA TO ORDER COPIES OF THIS DOCUMENT REFER TO DOCUMENT NUMBER 555-540-706. Contact: Call: Write: Your AT&T sales representative, or 800-432-6600, Monday to Friday between 730am and 6:00 pm EST. In Canada call: 800-255-1242, or AT&T Customer Information Center 2855 North Franklin Road P.O. Box 1[...]

Contents 1 Introduction 9 Attendant Features Answering Calls 9 Attendant Message Waiting 11 Conference Calls 13 Directory 15 Display 18 Display Functions 21 Hold 22 Incoming Calls 25 Inspect 28 Night Service 30 Paging 31 Park 32 Placing Calls 34 Position Busy 37 System Alarm 38 Testing Your Console 39 4 1 Standard Multiline Features Account Code En[...]

Forwarding Hands-Free Answering Last Number Dialed Leave Word Calling Message Waiting Personal Message Waiting Pickup Programming Numbers Recall Repertory Dialing (REP DIAL) Signaling Speakerphone Speed Dialing Transfer 55 56 57 58 59 60 61 62 65 66 67 68 70 71 7 3 Glossary[...]

Introduction This guide describes how to Attendant Console (SLAC). Attendant Console (DTAC), console. Features use the System 25 Switched Loop If you have a Direct Trunk you must use the guide for that You can use most of the features available to other multiline telephone users. In addition, as the attendant, you have access to special features th[...]

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

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

Using the Selector Console ■ If you are placing a call to extension 273: ➤ Press the 200 Group Select button on the bottom row. ➤ Press the 73 DXS button. ■ If you are placing a call to extension 4519: ➤ Press the 4500 Group Select button. ➤ Press the 19 DXS button. Handset Tones System 25 signals you with tones that are heard through t[...]

Ringing Tones System 25 signals you with four distinctive rings. The rings and their descriptions are listed below. INSIDE CALL llllllllllllllllllll (one long ring) Your call is from a person inside your company. OUTSIDE CALL llllll llllll (two short rings) Your call is from someone outside your company. ABBREVIATED ALERT lll (one short burst of ri[...]

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

This Guide This guide has two feature sections: Attendant Features and Standard Multiline Features. The Attendant section describes the features you will use as an attendant. The Multiline section describes the features that are available to you and all other multiline telephone users. For your convenience, the features are arranged in alphabetical[...]

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Attendant Features Answering Calls ✓ ❑ You can receive only one call at a time on your console; calls are held in a queue at the System 25 until you (or the other attendant) can handle them. Your console receives incoming calls only when you have no active calls, and at least one loop is idle. You answer all incoming calls at one of the LOOP bu[...]

Answering Calls (Continued) When a call arrives at the console from an inside phone, the display shows the extension number and name of the person calling. The “!” symbol indicates that ten or more calls are waiting in the queue. 314 Sherwood,A ! A call that you sent to A. Jones is returning (indicated by the “}” symbol); the person’s ext[...]

Attendant Message Waiting ❑ You can use a Message light to notify people of a waiting message. When you dial an extension, the status of the light next to ATTENDANT MESSAGE WAITING will be the same as the Message light on the telephone you call. Turning on Message Waiting Lights While Ringing the Telephone 1 If the light is not on, press ATTENDAN[...]

Attendant Message Waiting (Continued) 3 After confirmation tone, press ATTENDANT MESSAGE WAITING again. The light next to this button goes off. 4 Hang up. Display Using the Attendant Message Waiting feature does not affect the call information display. 12[...]

Conference Calls ❑ You can set up a conference that includes a combination of System 25 extensions as well as outside calls. You may have up to five conferees; however, no more than two may be on outside lines. To set up a conference, start with one call; then contact the new parties one at a time and add them to the original loop. You can drop p[...]

Conference Calls (Continued) 5 Press the LOOP button next to the blinking light to add this person to the conference. The loop where the last conferee was called becomes idle again. 6 If you want to add another conferee, return to Step 2 and continue. Display Each time a party is called for a conference, the normal information is displayed. Call to[...]

Directory ✓ ❑ If your System Administrator has set up a system directory, you can use the display to obtain extension numbers, data numbers, or DGC access codes for people connected to your System 25. With this display feature, you can access the name and number of a specific person. Start the directory search by dialing the first letter(s) of [...]

Directory (Continued) 3 4 Press # . ❑ The system will provide you with the first name in the directory that matches the search combination that you specified. At the beginning of each entry, you will see the letter “D” to remind you that you are using the Directory feature. To see the next entry, press NEXT . You may need to to press NEXT sev[...]

Directory (Continued) Placing Directory Calls When the display shows the name and number of the person you want to call, press CALL. The system will automatically dial the number presently appearing on your display. If your handset is on-hook, your speakerphone will turn on. Exiting from the Directory When you do one of the following, the Directory[...]

Display ✓ ❑ The console’s incoming and as follow: built-in display provides visual information about outgoing calls. Various uses for your display are ■ ■ ■ ■ ■ ■ Handling calls more easily Checking the time and date Setting the alarm, time, day, date, and timer Programming buttons or speed dialing codes from your telephone Using [...]

Display (Continued) Pressing the INSPECT mode, where you can button puts the display into the Inspect check the information associated with specific buttons. See the entry entitled “Inspect” for more details. The DIRECTORY button allows you to check the number associated with someone in your system. For more information about operation for this[...]

Display (Continued) The following Call Type identifiers the Screen 2 display. Display symbol a b d f g n p s u appear on the right side of Meaning of the symbol This is a Third-Party (Data feature) call. The covered station was busy. The covered station did not answer the call. The call was sent using the Following or Forwarding feature. This is a [...]

Display Functions ✓ ❑ The LOCAL button provides access to special features built into your display unit. The buttons at the top of the telephone (next to the display screen) control a clock, calendar, 60-minute timer, and an alarm. When you press LOCAL, the screen displays whatever function you select next. Your display will remain in the “Lo[...]

Hold ✓ ❑ You can hold calls while you attend to other matters and then pick them back up. After you put a call on hold, you may hang up the handset without losing the call. Keep in mind that when you put a call on hold, the system is signalled that you are available to receive another call; if there are any calls waiting in the queue, the syste[...]

Hold (Continued) Returning to the Held Call 1 Press the LOOP button next to the blinking light. 2 If necessary, lift the handset to continue talking. Using Hold to Place Another Call 1 Press HOLD . The light next to the button of the held call blinks. 2 Press an idle LOOP button and listen for dial tone. 3 Place and complete the second call. 4 To r[...]

Hold (Continued) Display The display screen goes blank after a call has been put on hold. When you return to a held call, the same display originally associated with the call appears again. Call from an inside station: 343 Green,A 1 Call from an outside station: BRANCH 2 24[...]

Incoming Calls ✓ ❑ You can use either your SLAC or Selector Console to send calls to other telephones. Before you send (extend) a call, you can check to see if the person will accept the call. (This is called an Announced Call.) While you are talking, the caller is on hold and cannot hear you. You can also send calls to other telephones the cal[...]

Incoming Calls (Continued) Switching Between Parties You can switch back and forth between the caller (source) and the person you want to connect the call to (destination) by using SOURCE and DEST buttons. To move between parties: 1 Press SOURCE to go back to the caller. 2 Press DEST to go back to the called party. 3 If the called party will take t[...]

Incoming Calls (Continued) When you dial the inside extension, Screen 1 displays it. &372 Taylor,B 4 Screen 2 remains the same. OUTSIDE & After the person you are calling answers, press SOURCE and information about the person calling returns to the screen. OUTSIDE & If you press DEST, information about the person you are calling now app[...]

Inspect ✓ ❑ The inspect mode allows you to use your console display to get the following information: ■ The extension number and associated name for either a call on hold or a call ringing at a LOOP button. ■ The number of trunks available in a group of trunks represented by a FACILITY button. ■ The number or code stored on a REP DIAL , L[...]

Inspect (Continued) Display To display information about a held or ringing call, press the LOOP button of the call. The display is the same as the one that appeared when the call first arrived at the console. 322 Sisolak,W 8 To get the number of busy trunks in a pooled facilities group, press the FACILITY button. The display shows how many of the t[...]

Night Service ❑ When you leave for the night, the system can be set so that incoming calls either ring a night bell or are directed to preassigned telephones. Activating Night Service 1 Press NIGHT to turn on Night Service. The light next to this button turns on. To turn off this feature: 2 Press NIGHT to turn this feature off. The light next to [...]

Paging ❑ If your company has a paging system, you may access the system by using either a button or a code. See your System Administrator for the paging access code and for additional information if you have a zoned paging system. Using the Paging System 1 Listen for dial tone. 2 Press PAGE or dial the paging access code. NOTE: If you dialed a co[...]

Park ❑ Parked calls are similar to held calls except that they can be picked up from any telephone. Any call can be parked on the SLAC, but only one call can be parked at a time. On the Selector Console, eight calls can-be (However, only outside calls can be Console.) See your System Administrator for parked simultaneously. parked on the Selector[...]

Park (Continued) 2 If the call is for someone else, dial or page that person and identify the code where the call is parked. 3 Hang up. NOTE: If the parked call is not answered within a preset interval (the default time is two minutes), the call will return to the console on a LOOP button. Answer it as you would any incoming call. Picking Up Parked[...]

Placing Calls ✓ ❑ You can place calls to people inside or outside your company with LOOP buttons. Placing Inside Calls Using the SLAC 1 Lift the handset and listen for dial tone. The light next to the selected LOOP button turns on. 2 Dial the extension number. Using the Selector Console 1 Listen for dial tone. 2 Press the appropriate Group Sele[...]

Placing Calls (Continued) When an Incoming Call is Ringing 1 Press an idle LOOP button, The red light moves to the selected button. 2 Listen for dial tone. 3 Continue to place the call in the normal way. For Someone Else 1 Answer the call. 2 Press TRANSFER. 3 Dial the outside number. 4 Announce the call and hang up. For Someone Else, then Calling t[...]

Placing Calls (Continued) Display Typical display for an inside call shows the extension number and name of the person called. The digit “3” indicates that three calls are waiting in the queue. 318 Davis,R 3 Typical display for an outside call shows the dialed digits and the number of calls in the queue. 912125551212 7 36[...]

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

System Alarm ✓ ❑ If the green light next to the ALARM button flashes, there is a problem with the System 25. Notifiy your System Administrator at once. If you press the flashing ALARM button, the light will change from flashing to steadily lit. A new steady light to start flashing again. after the trouble has been corrected. Display trouble sit[...]

Testing Your Console ✓ ❑ You can test the lights and ringer on your SLAC and the lights on your Selector Console. On the SLAC, the Test/Program switch is located on the left side. It has two positions: “T” and “P”. (The “P” position is inoperative). On the Selector Console, the Test button is located on the bottom row (far right) wi[...]

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Standard Multiline Features Account Code Entry ✓ ❑ For bookkeeping purposes, account codes may be assigned to use with certain calls. If you are required to use account codes for outgoing calls, the code must be entered before you can place an outgoing call. See your System Administrator to verify the types any, for which you must enter an acco[...]

Account Code Entry (Continued) 2 3 NOTE: You will be disconnected from your call when you Press ACCT ENTR Y Therefore, do not press it until you have finished your conversation. Dial the account code. NOTE: If you make a mistake while entering the account * 0 code, press ❑ ❑ again, then the correct account code. Listen for confirmation tone, th[...]

Automatic Intercom ❑ You and another person may each have a button labeled AUTO ICOM that you can use to call each other. Using AUTO ICOM 1 Press AUTO ICOM . 2 Listen for ringback. Display Automatic Intercom calls show the same information on the display as all inside System 25 calls. 43[...]

Call Accountability ❑ You can use your own extension number at any telephone to place toll calls that should be billed to you. Billing Calls to Your Extension 1 Listen for dial tone, 2 Dial your extension 3 Listen for dial tone, NOTE: If you make sequence. Display then press # # . ❑ ❑ number. then dial the telephone number. a mistake, hang up[...]

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

Callback ❑ If a System 25 extension or outside line is busy when you place a call, you can request a callback. Your call will wait in a line (called a queue) for the extension or line to become available. The system will then alert you with a priority ring and complete the call. For inside calls, use Callback when you hear a busy tone or a specia[...]

Callback (Continued) Display Typical displays for Callback are When you successfully complete shown below. a Callback request, the display shows : CALL QUEUED When you receive the callback, information associated with the originally-dialed number is displayed, preceded by “Q”. For example: Q95551212 If the request fails, the display shows: QUEU[...]

Coverage ❑ You may be covering calls for other telephones. In this case, calls will be sent to you after a preset number of rings, and will be handled like any other incoming call. (The System Administrator determines the number of rings before unanswered calls are sent to coverage. ) Display A call placed to K. Chapman by another System 25 user [...]

Data Calls Placed from Your Telephone ❑ If your System Administrator has assigned a DATA button to your telephone, you can use it to place data calls for your associated data terminal. Placing a Data Call 1 2 3 4 5 6 Turn on your data terminal. Listen for telephone dial tone. If your data call is an inside call, go to Step 4. or If your data call[...]

Direct Group Calling (DGC) ❑ Your System Administrator will advise you if you have been assigned as a member of a Direct Group Calling (DGC) group. Calls that go to these groups are distributed among its members for the purpose of answering incoming group associated calls. Leaving the Group Members may temporarily the following 1 Listen for 2 Lis[...]

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

Exclusion ❑ This feature prevents others from listening in on a shared line. While on a call, activating this feature will automatically disconnect all other inside lines. To include selected inside people on your call, press EXCLUSION before adding them to the call. Activating Exclusion 1 Answer or place a call. 2 Press EXCLUSION . The light nex[...]

Following ✓ ❑ You can have your personal calls sent to another telephone by using either the Following or the Forwarding feature. To use the Following feature, at a telephone other than your own, you sign in your extension number. To cancel the request, you may either sign out your extension number from that other telephone, or sign in at your [...]

Following (Continued) Signing Out All Extensions This procedure signs out all extension numbers that have been signed in at this telephone except for the extension normally assigned to it. 1 Listen for dial tone, then press ❑❑ ❑ * * 0 . 2 Listen for confirmation tone and hang up. Display The characters dialed (including * *) appear on the dis[...]

Forwarding ❑ You can have personal calls sent to another telephone or to an outside number. Forwarding allows you to direct calls to another location while still at your own telephone. Read the procedures for Forwarding and Following and then use the feature that fits your need. NOTE: Calls might not be administered for forwarding to outside tele[...]

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

Last Number Dialed ❑ You can redial the last number you dialed (up to 16 digits) by using the LAST # DIALED button. Numbers are stored in LAST # DIALED when you use the Speed Dialing feature or the following buttons: ■ CONFERENC E ■ FACILIT Y ■ LOO P ■ REP DIA L ■ TRANSFER Numbers are not stored in LAST # DIALED when you use Account Cod[...]

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

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

PersonaI Message Waiting ❑ You and another person may have been assigned buttons that are used to signal each other. If so, a message waiting is indicated by the light next to MSG WAIT . Either the sender or the receiver can turn this light off. Sending a Personal Signal 1 Do not lift the handset. 2 If the light next to the button is off, press M[...]

Pickup ✓ ❑ Pickup allows you to answer a call that is ringing at another telephone. All multiline telephones have this fixed feature. Pickup calls arrive at the LOOP button where the code was entered. Picking Up Calls ✓ ❑ 1 Listen for dial tone, then press ❑❑ * 7 . 2 Dial the extension number of the ringing telephone. Picking Up Calls i[...]

Programming Numbers ❑ You can program numbers into FLEX DSS buttons, REP DIAL buttons, and Personal Speed Dialing codes. While only extension numbers can be programmed into FLEX DSS buttons, numbers and special characters may be programmed into REP DIAL buttons (maximum of 28 characters) and Personal Speed Dialing codes (maximum of 25 characters)[...]

Programming Numbers (Continued) Using # as a Character If you want to use a “#” as an actual character, you must place two “#”s in the programmed number. For example, you may want to program a Call Accountability feature access code (# # extension), into a REP DIAL button. You program: # # # #275 This means: # # 275 Using # with Speed Diali[...]

Programming Numbers (Continued) Programming or Removing Numbers 1 2 3 4 Listen for dial tone, then press ❑❑ # 4 . If you want to remove a number, go to Step 3. or Dial the number you want to program. To indicate on which button this programmed or removed: Press FLEX DSS or REP DIAL . or Press “#” and a Personal Speed After confirmation tone[...]

Recall ❑ If a System 25 telephone or outgoing line is busy when you attempt to place a call, you can press RECALL and hang up. When the telephone or outgoing line becomes available, the system will ring your telephone. For more information about this feature, see the “Callback” section. In addition, if your company uses certain Central Office[...]

Repertory Dialing (REP DIAL) ❑ You can program telephone numbers, account codes, or feature access codes into REP DIAL buttons (a maximum of 28 characters). You can then dial the programmed number by pressing REP DIAL . For instructions on how to program REP DIAL numbers, see the section for “Programming Numbers”. Placing Calls 1 Listen for d[...]

Signaling ❑ You can use a button to send an alert to another telephone without actually calling that telephone. Signaling Another Telephone 1 Do not lift the handset. 2 Press SIGNAL . Display Sending a signal does not affect the display; however, when you receive a signal, the display shows the name of the person who signalled you: SIG Asay,J If [...]

Speakerphone ✓ ❑ Your SLAC has a button that allows you to answer and place calls without lifting the handset. You can switch from speakerphone to handset operation: simply lift the handset and continue the call. To return to speakerphone operation, press SPEAKERPHONE and hang up the handset. Placing Calls 1 2 Press the SPEAKERPHONE button and [...]

Speakerphone (Continued) Ending Calls 1 Wait until you have completed your conversation. 2 Press SPEAKERPHONE . The lights next to the Speakerphone and Microphone buttons go off. Display The display for a speakerphone call is exactly the same as for a handset call. 69[...]

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

Transfer ✓ ❑ If you use TRANSFER on the SLAC to extend calls, unanswered and busy calls will not be returned to your console and may be lost . When you transfer a call, the original person is temporarily placed on hold and is not connected to the other person until you hang up. At that time, the call disappears from the telephone. Transferring [...]

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Glossary account code entry alarm assigned button assigned feature attendant attendant message waiting automatic intercom BIS basic console busy-to-idle reminder call accountability feature that allows you to assign account codes to calls to charge them to specific customers, clients, or business cases. feature that warns you of system problems. bu[...]

call waiting callback conferencing confirmation tone coverage DDC DGC DSS DXS buttons data call (from telephone) dequeueing tone exclusion extending calls a telephone feature that notifies you of an incoming call while on another call. feature that allows you to request the use of a busy extension or line. The system will signal your telephone when[...]

FPDC fast busy tone feature access code fixed feature following/ forwarding group select buttons hands-free answering hold idle line preference inside call leave word calling loop loop button (Floating Personal Dial Code) a temporarily assigned extension number associated with a person, but not a particular telephone. FPDCs provide the convenience [...]

message waiting message waiting signal night service off-hook on-hook outside call outside line PDC paging feature park personal message waiting pickup feature that allows you to turn message lights on and off at telephones in the system. (See also personal message waiting.) feature that allows two people in the system to turn a light on or off at [...]

position busy prime line preference queue queueing tone repertory dialing ringback tone ringing line preference SLAC selector console send all calls signaling feature that allows you to have calls that normally come in to your console sent to either another attendant console or to a designated backup telephone. feature that allows the telephone to [...]

start switchhook system administrator test special ringback one long tone followed by one short, dull tone tone indicating that the person you dialed is busy on a call and has Call Waiting. speed dialing feature that allows you to place a call or enter an account code by pressing the “#” and a 2- or 3-digit code. feature that initiates the send[...]

AT&T System 25 QUICK REFERENCE CARD Switched Loop Attendant Console FEATURE ACCESS CODES FEATURE DESCRIPTION CODE Account Code to enter an Account Code * 0 Code Attendant Message Waiting Call Accountability to send a signal while ringing extension ATT MSG WAIT to send a signal when not ringing ext. ATT MSG WAIT Ext. to turn off signal while con[...]

QUICK REFERENCE CARD Switched Loop Attendant Console (See Features list on other side.)[...]

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