Lucent Technologies MERLIN LEGEND Release 3.1 MLX Queued Call... Manual

Document #: 555-640-136
Comcode 107 713 760
Issue 1, March 1996
MERLIN LEGEND®
Communications System
Releases 3.1 and 4.0
MLX Queued Call Console
Operator’s Guide
Your Queued Call Console ..................................................................................... 1
Describes the phone buttons and screens
Understanding Your DSS ....................................................................................... 2
Describes the DSS buttons, DSS Button Lights
Understanding Your QCC .................................................................................... 3–5
Call and Fixed Feature Buttons ........................................................................ 3–4
Call and Fixed Feature Button Lights, Tones, Rings .................................................. 5
Feature Finder ................................................................................................ 6–8
Use to choose the right feature for the activity you want to perform.
Headsets .......................................................................................................... 9
Headpieces, Headset Features
Call Handling ..............................................................................................10–12
Call Delivery, Answering Calls, Making Calls, Hold ................................................. 10
Conference, Join, Directing Calls ...................................................................... 11
Returning Calls, Unsuccessfully Directed Calls, Responding to the Queue .................... 12
Messaging .................................................................................................. 13–16
Messaging Feature Table ................................................................................ 13
Send/Remove Message ................................................................................... 14
Signaling, Direct Voice Mail, Receiving Messages ................................................. 15
Leaving Messages, Posting Messages................................................................. 16
Directories ..................................................................................................... 17
Extension & System Directory, Personal Directory
Using Features ................................................................................................ 18
Often-Used Features .....................................................................................19–23
Account Codes, Alarm, Alarm Clock & Timer......................................................... 19
Authorization Codes, Barge-In .......................................................................... 20
Camp-On, Follow Me, Inspect ........................................................................... 21
Night Service, Paging, Park ............................................................................. 22
Pickup, Position Busy ..................................................................................... 23
Special Characters ........................................................................................... 24
Display Reference ........................................................................................25–26
Fixed Display Buttons, Home Screen, Menu Screen, Inspect Screen ............................ 25
Inspect Screens, Feature Screen ....................................................................... 26
Notes & Reminders ....................................................................................... 27–28
Contents
QCC Cover 4/11/97, 2:46 PM3

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.
QCC Cover 4/11/97, 2:47 PM4

1
Your Queued Call Console
Drop
Press Drop and a line button to disconnect a person from
a conference call (see p. 11).
More
The > 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.
Hold
Press to put a call on hold
(see p. 10).
Your Display Screen
Your telephone’s display is an alarm clock and timer (see p. 19),
telephone directory (see p. 17), and message center (see pp. 13–16).
Read the button descriptions on this page to find out how you can
use your screen to locate and activate features or see who’s calling
you. See pp. 25–26 for more information.
Speaker
Press to turn the speakerphone on/off
for hands-free conversation during a
call or when a call rings; or press to
hang up a speakerphone call.
User Card Tray
Pull out for quick reference.
Inspct
Press Inspct and a Call button to display information
about an incoming or active call. Press Inspct and a
fixed feature button to see what feature is programmed on
the button (see p. 21).
Conf
Press to add a person to a conference (see p. 11).
Transfer
Press to send a call to another phone. It’s better to use the
Start button (see p. 4).
!
CAUTION:
To clean your phone, unplug it from the wall jack and use a
slightly dampened cloth. To prevent permanent damage, do
not immerse the phone in water or any liquid, and do not
use liquid or aerosol cleaners directly on the telephone.
Call and Fixed Feature Buttons
See pp. 3–4 for details.
TEL/OTHERJack(underside)OnMLX-10DP,MLX-16DP,
MLX-20L,andMLX-28Dtelephonesisaconnectionfora
Multi-function Module (MFM).
DSS Jack (underside) On MLX-20L and MLX-28D
telephones: connects to a DSS or PassageWay™ Direct
ConnectSolutionorPassageWaySolution.
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.
Mute
Press to turn the speakerphone
microphone on or off so that
you can or cannot be heard
by the caller.
HFAI
Not used on a QCC.
Volume
Press or to change the ringer loudness while the
phone is ringing, handset volume while you’re using the
handset, or speaker volume while you’re using the speaker.
Voice Announce
If Voice Announce is enabled through system programming,
press to make a Voice Announce call to another extension.
Menu
Press to program the phone, view messages, or select features
available from the display (see More).
Feature
Press to display the Feature screen and select features.
Unlabled Display Buttons
Press one to select the item next to it on the display.
Message Light
Indicates a waiting message when the red LED is lit (see
pp. 13–16).
V
V
Note:
The one or two DSSs (Direct Station Selectors) that attach
to your MLX-20L telephone are not shown here. See p. 2
for details.
Message
Feature
HFAI
Mute
Speaker
Transfer
Conf
Drop
Hold
Volume
123
ABC DEF
4
GHI
56
JKL MNO
4
PQRS
56
TUV WXYZ
0
OPER
Home
Menu
More
Inspct
7 Lines
24 Characters

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44
08
09
30
31
32
33
34
35
36
39
38
37
40
41
42
43
46
20
21
22
23
24
25
26
29
28
27
10
11
12
13
14
15
16
19
18
17
00
01
02
03
04
06
07
05 45
47
49
48
Understanding Your DSS
2
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.
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:
• Extension numbers for directing or making calls to co-workers
(see pp. 10–12)
• Paging numbers for paging co-workers over speakerphones or
loudspeaker system (see p. 22)
• Numbers for parking calls to the system operator park zones (see p. 22)
• Pools and lines for monitoring the pools’ current status
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.
Reserved Buttons
These buttons are reserved for future use.
Direct Voice Mail
Press this button to transfer a call directly to a co-worker’s voice mail
(see p. 15).
-DSS Button Lights -
Light Button/Meaning
Off 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.
Steady 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.
Fast flashing 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.
Slow flashing Extensions. A call directed to this extension is returning to you.
Line. A call is ringing on this line at your console or at a co-worker’s phone.
QCC FOLDOUT p.2/ 3.0 4/14/97, 9:50 AM1

3
Call and Fixed-Feature Buttons
The Call and fixed-feature buttons are factory-set and labeled for specific functions, as shown
in the following illustration and described below.
Understanding Your QCC
Fixed-Feature Buttons
See p. 4 for details.
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).
Letters A through F appear on the
display.
Call 5
(Ring/Voice)
G
Call 4
K
Call 3
O
Call 2
S
Call 1
W
Position
Busy H
Send/
Remove
Message
L
Handset/
Headset
Mute
P
T
Source
X
Start
Alarm
I
Destination
Release
M
Q
U
Y
Forced
ReleaseJ
Pool
Status N
Night
Service
Headset
Auto Ans
R
Headset
Status V
Join Z
Cancel
Call Buttons
Buttons labeled Call 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 Call 5 to make Voice
Announce calls to extensions. Voice
Announce calls made to a QCC are
received as ringing calls.
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4
Fixed-Feature Buttons. Buttons for special operator functions and basic call handling:
Start begins directing the call and puts the caller on hold at Source (see p. 11).
Source reconnects you with the caller after you’ve begun directing a call (see p. 11).
Destination connects you with the person being called when you are directing a call
(see p. 11).
Release completes a call andfrees you for the next call. It also releases you from a 3-way
conference (see p. 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 (see p. 9).
Handset/Headset Mute temporarily turns off the handset and headset microphone to allow
you to talk to someone privately (see p. 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 (see p. 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 p. 23).
Night Service turns on special telephone operation after business hours (see p. 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 at the
Source button. The system moves the call to a Call button (see p. 11).
Join connects you, the original caller (Source), and the co-worker being called (Destination)
in a 3-way conference (see p. 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
QCC pp 03-09 4/14/97, 10:33 AM4

5
Tones
Tone 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 dialed a number or used a feature incorrectly.
Confirmation (double break in You used a feature correctly.
dial tone followed by steady tone)
Call & 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
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.
Steady green Fixed-Feature Button (see pp. 3–4). Feature on button is active.
Steady red and green Call.You are on a call at this button.
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.
Understanding Your QCC
Rings
The table below helps you identify the different types of ringing.
Ring Meaning
1 long ring Inside call
1 long ring and 1 short ring Outside call
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6
Handling Console Basics
If you want to ... Then
Send outside calls to another telephone or calling See Night Service, p. 22.
group after normal business hours.
Enter an account code before or during a call. See Account Codes, p. 19.
Use your console as an alarm clock. See Alarm Clock & Timer, p. 19.
Time calls or meetings.
View the number of system alarms. See Alarm, p. 19.
Page co-workers over their speakerphones or a See Paging, p. 22.
loudspeaker system.
Choose a message to leave for co-workers who have See Posting Messages, p. 16.
display phones.
Screen calls on Call buttons or use your DSS to See Inspect, p. 21.
check whether a co-worker has posted a message.
Use a headset for hands-free call handling. See Headset Features, p. 9.
Speak to someone privately while handling a call.
Block most calls to your console to prevent interruptions See Position Busy, p. 23.
or when leaving your console for a period of time.
Have a co-worker’s calls ring at your console. See Follow Me, p. 21.
Cancel calls forwarded to your console.
Adjust volume of the speaker, handset, or ringer. See Volume button, p. 1.
Put a call on hold at your console. See Hold, p. 10.
Set up a conference with as many as four other See Conference, p. 11.
participants.
Direct a call to a co-worker’s telephone. See Directing Calls, p. 11.
Be notified when the number of calls in queue See Responding to the Queue, p. 12.
exceeds the programmed threshold.
This table shows where to look for information about performing specific console activities. Any features
that do not have detailed instructions can be used by following the instructions in Using Features, p. 18.
Feature Finder
QCC pp 03-09 4/14/97, 10:34 AM6

7
Answering and Directing Calls
If you want to ... Then
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 See Barge-In, p. 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 See Paging, p. 22.
loudspeaker system.
Page co-workers over their speakerphones.
Transfer directly to a co-worker’s voice mail. See Direct Voice Mail, p. 15.
Signal a co-worker for meetings or visitors. See Signaling, p. 15.
Announce a call on an extension’s speakerphone, See Directing Calls, p. 11.
and transfer the call.
Feature Finder
QCC pp 03-09 4/14/97, 10:34 AM7

8
Feature Finder
Making Calls
If you want to ... Then
Make a voice-announce call.* See Making Calls, p. 10.
Enter account codes when making an outside call. See Account Codes, p. 19.
Make an outside call from another extension, using See Authorization Codes, p. 20.
your own calling privileges.
Speak to someone privately while using the handset Try the Mute button, p. 1. If you have a headset,
or a headset. see Headset/Handset Mute, p. 9.
Call directly to a co-worker’s voice mail. See Direct Voice Mail, p. 15.
Display or dial numbers you call frequently. See Personal Directory, p. 17.
Display or dial numbers your company has See Extension & 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, p. 15.
* Release 4.0 and later systems only.
QCC pp 03-09 4/14/97, 10:34 AM8

9
123
DEF
45
6
MNO
78
9
WXYZ
0
#
ABC
JKL
TUV
Oper
GHI
PQRS
Message
Mute
Speaker
HFAI
Feature
Volume
Drop
Hold
Conf
Transfer
MLX-20L
Home
Menu
More
Inspct
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.
Touch a Call button to answer a call, then press
Release or Forced Release to disconnect. To
eliminate the need to press a Call button, use
the Headset Auto Answer feature. See Headset
Features below.
Headpiece
Modular Base Unit
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:
• 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.
• 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 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.
Handset Jack
QCC pp 03-09 4/14/97, 10:34 AM9

10
-Call Delivery -
Outside calls designated to ring at a 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 Call
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.
-Making Calls -
To make an inside call:
1.Initiate Call:
• Lift the handset
OR
• Press the Speaker button
OR
• 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 Call 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.
Call Handling
-Answering Calls -
You can answer a call in three ways:
•Lift the handset
•Press the Speaker button.
•Use a headset:
Press a Call button if you are not using
Headset Auto Answer (see p. 9).
If you are using Headset Auto Answer,
you hear a beep and can begin talking
immediately.
To disconnect from a call, press Release or
Forced Release. If the automatic release
feature is programmed, calls disconnect when
you press another Call 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.
-Hold -
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.)
To use Hold:
Press the Hold button on your 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.
QCC pp 10-24 4/14/97, 10:38 AM10

11
-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 Conf button to put the call on
hold. The system automatically selects
another Call button.
3. Dial the next telephone number or
extension,
OR
Press the DSS button.
4. 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.
5. To add more participants, repeat Steps 2–4.
• To drop out of the conference
temporarily, press the Hold button.
• To rejoin the conference, press the Call
button for the conference.
• To disconnect the most recently added
participant, press the Drop button.
6. To end the conference, press the Forced
Release button.
Call Handling
-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.
3. Dial the extension or press the DSS button
for the person to receive call. (If busy, see
below.)
A .Announce the call:
• Press the Source button to return to the
caller. If you do this, use the Destination
button to return to the call recipient,
OR
• Press Cancel to drop the called
extension and return to the caller,
OR
• Press the Join button for a 3-way
conference.
5. To complete the call direction, hang up or
press the Release button,
OR
To disconnect all parties, press the Forced
Release button.
-Join -
Use this feature to connect yourself and two
outside or inside participants.
1. Make the first call (see Making Calls, p. 10).
2. Press the Start button.
3. Dial the next number (including the dial-out
code) or extension.
4. Press the Join button.
5. To drop out of the conference, press the
Release button,
OR
To end the conference, press the Forced
Release button.
QCC pp 10-24 4/14/97, 10:38 AM11

12
-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:
•Directed call (a call sent to an inside or
outside telephone)
•Directed call camped-on at the
destination telephone
•Held call
•Parked call
When a call returns, you can either attempt the
call again or take a message from the caller.
See Messaging (pp.13–16) for further
information.
Call Handling
-Unsuccessfully Directed Calls -
If you dial incorrectly or reach an extension
that is busy or unavailable, you can do one of
the following:
•Press the Cancel button to return to the
original caller.
•Try the call again.
•Take a message from the caller. See
Messaging (pp. 13–16) for further
information.
•Try to connect the call using one of the
following features:
Barge-In (p. 20)
Camp-On (p. 21)
Paging (p. 22)
Park (p. 22)
Note: Do not use Camp-On if your system is
equipped with a voice mail system.
-Responding to the Queue -
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:
•Respond to calls more quickly.
•Contact your backup QCC operator, if
assigned, to start accepting calls.
•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.
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13
Messaging
Your phone system has the following features that allow you to leave messages for others in your office.
•Leave Message.If 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.
•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 feature to signal co-workers with nondisplay
phones.
•Posted Message. This feature allows co-workers with display phones to know when you are
unavailable.
•Direct Voice Mail.This 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. See p. 16.
Posted Message Display Menu Screen. See p. 16.
Send/Remove Message All Send/Remove Message button. See p. 14.
Direct Voice Mail With Voice Mail DSS Button. See p. 15.
Signaling Multiline See Signaling, p. 15.
Receive Message Your Extension Menu Screen. See p. 15.
QCC pp 10-24 4/14/97, 10:38 AM13

14
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, if
programmed, the date and time you left the message, and your extension. For example:
ATT RENEE
20:26 08/02 X14.
If another operator has turned a co-worker’s Message light on with Leave Message, using Send/Remove
Message turns that co-worker’s Message light off. To make sure that you don’t 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
buttons to locate the extension.
•
If the red 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.
•
If the red light 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.
4. Press the Message Status button to return to call handling.
QCC pp 10-24 4/14/97, 10:38 AM14

15
-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.
EXT Indicates the extension number of the
person who called.
✻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:
•
Return Call to call your co-worker or
voice mail while reading the message.
•
Next Msg to see the next message.
•
Delete Msg to delete the message. You
can have up to 10 messages; if there are
10, no more are accepted.
-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 Call button.
2. Lift the handset, press the Speaker button,
or use the headset.
You hear a dial tone.
3. Press the Forced Release button.
The light next to the selected Call button
goes off.
4. Press the DSS button for your co-worker.
Your co-worker hears a beep each time you
press the DSS button.
5. Hang up.
Messaging
-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: If you transfer a call to an extension
that has no voice mail, you hear an error tone
and the call returns to you.
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16
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 Message (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:
•
Msg Sent if message was delivered.
•
Message Box Full if message was not
delivered because co-worker’s message
box is full.
•
Cannot Send Message if message was
not delivered (for example, because
co-worker does not have a display
telephone).
Your co-worker’s Message light turns on after
you leave the message.
Note: If you use Leave Message to send a
second message to a co-worker who has not
responded 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.
QCC pp 10-24 4/14/97, 10:38 AM16

17
-Extension & System Directory -
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 ,
OR
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
buttons, as labeled on the faceplate, to enter
G–Z. Select
Punctuation to use the displayed
punctuation marks. You may need to use
special characters (p. 24) when entering
dialing sequences. 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;
italics indicate a screen selection.
To enter a listing:
Menu→ Directory → Personal Dir → Enter
New
→Type name→ Enter →Type number→
Enter → Yes or No → Enter →Home
To assign a listing to the Home screen
Directory option:
Menu→ Directory → Personal Dir → Put on
Home
→Select a range of letters→Select
listing→Select location on the Home
screen→Home
To dial a listing from the Home screen:
Home→ Directory → 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→ Directory → Personal Dir → Delete
Entry
→Select a range of letters→Select
listing→
Delete →Home
To change a listing:
Menu→ Directory → Personal Dir → Edit
Entry
→Select a range of letters→Select
listing→Select part of listing to change→Enter
new information→
Enter → Exit →Home
Directories
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18
Using Features
There are two ways to select features:
• 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 abbreviation.
• 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, Home Pickup Grp
Individual Pickup Feature, Home Pickup
Messages Menu Messages
Delete Message – Delete Msg
Next Message – Next Msg
Return Call – Return Call
Messaging
Leave Message Feature, Home
Leave Msg
Loudspeaker Paging Feature, Home Loudspkr Pg
Pickup Feature, Home Pickup
Posted Message Menu Posted Msg
Timer Menu Timer
QCC pp 10-24 4/14/97, 10:38 AM18