Mitel SX-50 User manual

sx-50”
ATTENDANT
CONSOLE
USER GUIDE
ISSUE 1
MAY 1987
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NOTICE
Due to the dynamic nature of the product design, the information contained in this
document is subject to change without notice. Mite1 Corporation, its affiliates and/or
subsidiaries assume no responsibility for errors and/or omissions contained in this
information.
WARNING
THIS EQUIPMENT GENERATES, USES, AND CAN RADIATE RADIO FREQUENCY
ENERGY AND IF NOT INSTALLED AND USER IN ACCORDANCE WITH THE
INSTRUCTION MANUAL, MAY CAUSE INTERFERENCE TO RADIO COMMUNICATIONS.
IT HAS BEEN TESTED AND FOUND TO COMPLY WITH THE LIMITS FOR CLASS A
COMPUTING DEVICE PURSUANT TO SUBPART J OF PART 15 OF FCC RULES, WHICH
ARE DESIGNED TO PROVIDE REASONABLE PROTECTION AGAINST SUCH
INTERFERENCE WHEN OPERATED IN A COMMERCIAL ENVIRONMENT. OPERATION OF
THIS EQUIPMENT IN A RESIDENTIAL AREA IS LIKELY TO CAUSE INTERFERENCE IN
WHICH CASE THE USER AT HIS OWN EXPENSE WILL BE REQUIRED TO TAKE
WHATEVER MEASURES MAY BE REQUIRED TO CORRECT THE INTERFERENCE.
PN %104-953-lOl-NA
Issue 1. May 1987 @ COPYRIGHT 1987 MITEL CORPORATION TM,@ Trademark of Mltel Corporation
Printed in Canada

CONTENTS
OVERVIEW Introduction ........................................ l-l
Console Hardware .................................... l-2
Prompts and Softkeys ................................. l-3
Feature Keys ........................................ l-5
Dial Pad/Adjustments ................................. l-9
Correcting Errors/Clearing the Console ................... l-l 1
Some Definitions .................................... l-1 2
BASIC CALL HANDLING
Introduction ........................................ 2-l
Answering Incoming Calls .............................. 2-2
Answer Key ....................................... 2-3
Selective Answer ................................... 2-3
Extending Calls ...................................... 2-4
Call Announce ..................................... 2-5
Swap: Alternating Between Parties ...................... 2-6
Both: Conferencing .................................. 2-7
Recalls ........................................... 2-8
Outside Calls ....................................... 2-9
Time Savers ...................................... 2-11
Extension Assistance ............................... 2-l 2
ADVANCED CALL-HANDLING
Introduction ........................................ 3- 1
Hold and Retrieve .................................... 3-2
Console Hold Pickup ................................. 3-4
Message Waiting ..................................... 3-5
Override ........................................... 3-8
Paging ............................................ 3-9
ATTENDANT FUNCTIONS
Introduction ........................................ 4- 1
Abbreviated Dialing ......................... : ......... 4-3
Alarms ............................................ 4-6
Background Music .................................... 4-9
Bell Off ........................................... 4-10
Call Block ......................................... 4-11
Message Registration ................................ 4-12
Night Service/Unattended Operation ..................... 4-14
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Overflow .......................................... 4-16
Printer Control ..................................... 4-17
Message Registration ............................... 4-l 8
Alarm Record ..................................... 4-l 9
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Contens i

CONTENTS
Data Dump ....................................... 4-21
Setting Time and Date ............................... 4-22
System Status and Identification ........................ 4-24
Trunk Status ....................................... 4-26
Trunk Emergency Release ............................. 4-27
Wake-up ......................................... 4-28
REFERENCE Introduction . ........................................ 5-l
Telephone Directory .................................. 5-2
Abbreviated Dialing List ................................ 5-3
Trunk Group Access Codes ............................. 5-4
Hunt and Ring Groups ................................. 5-5
Attendant Function Codes .............................. 5-6
Glossary ........................................... 5-8
Attendant Notes .................................... 5-11
index ............................................ 5-13
ii Contents
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INTRODUCTION
Welcome . . .
to the SX-50@ System. You will quickly discover just how easy your
job can be using the SX-50 Attendant Console.
This book is intended to serve as your guide while you learn about
basic Console operation. Soon you will only need the guide for
occasional reference for advanced procedures. Take a few minutes to
explore the guide and familiarize yourself with the book and its
organization, so that it will be a handy reference tool whenever you
need it.
This first section introduces the console hardware. You will learn what
each group of keys does, how to make basic adjustments to volume
and display contrast, and how to interpret the displays and procedures
in this guide.
Throughout this guide . . .
are illustrations of the display which you should see while performing
a procedure. Some parts of the display have been shown in bold type
to draw your attention to specific words. For example, you might see:
12:46 2-FEB CALL BLOCK NIGHT BELL CWl
DIAL0
Since there are two kinds of keys . . .
(Feature Keys and Softkeys), two different conventions appear.
Feature Keys
Feature keys are indicated by the word shown in bold type. For
example:
l Press RELEASE
Softkeys
Softkeys are indicated between square brackets. For example:
l Press [RECALL]
Overview I- 1

CONSOLE HARDWARE
Before operating the console . . .
be sure that the display shows time and date, and the handset is
plugged in to the left side of the console.
The cable required to connect your console to the PASX is located at
the rear of the console. This cable should be connected by a qualified
system installation person and should not be adjusted by unauthorized
personnel.
If any problem occurs, contact your communications department for
assistance.
Your Console consists of . . .
a moulded plastic unit which features a two-line, 40-character
alphanumeric Liquid Crystal Display, a row of five unmarked Softkeys,
three rows of Feature Keys, and a standard telephone digital dial pad. A
%removable handset plugs into the left side for normal Attendant
operation.
LIQUID
- ,CRVSTAL
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Figure l-l Console Hardware
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l-2 Overview
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PROMPTS AND SOFTKEYS
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The Liquid Crystal Display (LCD) . . .
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is the two-line screen at the top of the console.
The top line gives information about the extension or trunk to which
you are connected, and (during other procedures) may indicate the
number of calls waiting, time, date, and other information, such as
Alarm Status.
The second line is used to give “prompts” -- instructions for the five
“softkeys” directly below.
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a LCD
DISPLAY
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SOFTKEVS
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Figure 1-2 LCD Prompts and Softkeys
Overview l-3

PROMPTS AND SQFbKEYS
The Softkeys are . . .
the row of five unmarked keys right below the LCD. These keys
perform different functions at different times, so their identities are
shown by the prompts which appear above them on the LCD.
During normal call-handling, the prompts indicate the types of calls
ringing in (LDN 1, LDN 2, LDN 3, DIALO, and RECALL). When you press
the softkey directly below the prompt, you will answer that particular
type of call. If a softkey does not have a prompt over it, then pressing
the key has no effect.
For example, you might see the following display:
12:Ol 2-FEB CW3
LDNl DIAL0 RECALL
In this example, you have three calls ringing you. If you:
l press the first softkey, you will answer the “Listed Directory Number
1” call -- an outside call;
* press softkey 4, you will answer a call from an extension (Dial 0);
epress softkey 5, you will answer a, MRecall” -- a call that you have
already put through but which has returned to you when
unanswered.
l press softkeys 2 or 3, nothing will happen.
Note: If any of these terms are new to you, refer to the Glossary of
Terms in the last section of this guide.
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l-4 Overview
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FEATURE KEYS
The Feature Keys . . .
provide basic attendant functions. They are the three rows of seven
keys on the left side of the console. Four keys in the bottom row
(ALARM and the HOLD keys) have small red lamps which flash to draw
your attention to the key and indicate its status.
Some of the keys have a fixed function (that is, all systems are the
same). However, seven feature keys are programmable to meet your
company’s special needs, so your system may not appear exactly as
illustrated below. These keys are:
l TRUNKS
l CALL BLOCK
l OVERFLOW
l PAGE
l WAKE-UP
l MSG REG
l OVERRIDE
The keys allow you to do whatever their names indicate. For example,
ANSWER allows you to answer incoming calls and HOLD lets you place
calls on hold. (See next page for details on each).
Overview l-5

FEATURE KEYS
Feature Key Functions
FUNCTION After pressing this key, you perform additional steps using the
telephone keypad for operations such as setting the console date and
time, performing maintenance functions, and switching to Night
Service.
STATUS With each key press, various features of the system are displayed: the
software identity and access to Customer Data Entry functions; the
number of busied-out devices by type: the console bell and LED test;
and the display test.
Wake-up Msg Reg Override Message Both Swap Releasa
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Figure l-3 Feature Keys
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l-6 Overview

FEATURE KEYS
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TRUNKS Shows the number of trunks busied out (removed from service, usually
because of trouble) and lets you identify each one.
CALL BLOCK
Allows the Attendant to prevent extensions from speaking to each
another.
OVERFLOW
PAGE
CANCEL
WAKE-UP
In Night Service, calls to the console are rerouted to one or more
alternate answering point(s) (Night Bells for example). Normally, any
calls waiting to be answered at the console are automatically rerouted
to the designated answering point(s) if the attendant has not answered
before a pre-determined time. This feature is called Automatic
Overflow. The OVERFLOW key allows the attendant to override the
Automatic Overflow timer, thereby rerouting incoming calls
immediately to the alternate answering point(s).
Allows the Attendant to be connected to the paging system, if
provided.
Allows you to clear misdialed information or to cancel a call to a
number that is busy.
Allows the Attendant to set a time for a Wake-up call to a particular
extension.
MSG REG (MESSAGE REGISTRATION)
Allows the Attendant to read out the number of telephone calls or call
units made from a particular extension.
OVERRIDE When pressed and held down, allows the Attendant to override (intrude
into) an existing conversation.
,MESSAGE
4’ Allows the Attendant to’ set and remove a message reminder for an
extension user.
Overview l-7

FEATURE KEYS
BQTH Allows the Attendant to speak to two calls at the Console at once.
SWAP Allows the Attendant to speak privately with one caller while holding
the other when there are two calls at the Console. Successive presses
of SWAP allows the Attendant to alternate between the two calls.
RELEASE Used for disconnecting and transferring calls.
BELL Turns the Console ringer on or off. If the ringer is off, the word “MUTE”
appears on the display. Incoming calls are announced by the “BELL” in
the display, as well as the ringer, if it is on.
NIGHT Puts the SX-50@ into Night Service in which calls are routed to
specially assigned numbers or to Night Bells. The display shows
“NIGHT”. Another press returns it to regular Day Service. This key may
also be. used to change Night Answer Points for incoming trunks.
ALARM If the diagnostic system detects a fault, the bell rings and the ALARM
lamp flashes. Pressing ALARM silences the bells and displays the alarm
code, which is stored for later examination by the Maintenance
Engineer.
HOLD 1, 2, and 3
Allow the Attendant to place up to three calls to the console on hold.
The key lamp lights to indicate a calf on hold.
ANSWER -
Allows you to answer single calls or the incoming call which has been
waiting longest.
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l-8 Overview
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DIAL PAD/ADJUSTMENTS .,
The Dial Pad . . .
at the right of the console key area has a total of 16 keys, including a
standard 12-key dial pad, and two keys each for ringer volume and
display contrast adjustments.
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Figure l-4 Dial Pad
To Adjust Ri’nger Volurm? and Display Contrast
The keys labeled “Volume A n and “Volume V “, are used to increase or
decrease the console ringer volume.
“Contrast A rr and “Contrast V R make the display appear brighter or
dimmer.
l Press STATUS repeatedly
l Hold it down when. you see:
BELL VOLUME & LCD CONTRAST CONTROL
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Overview l-9

/AD/ADJUSTMENTS
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To Turn
The Console Bell will ring continuously.
0 Press Volume A or Volume V
0 OR
l Press Contrast A or Contrast V
until desired level is reached.
l Release STATUS
Off (Mute) the Console Bell
l Press BELL
12:02 2-FEB MUTE
When the bell is muted, you are notified of incoming calls by only a
flashing indicator and the softkey prompt. The display shows, for
example:
12:02 2-FEB BELL CWI
LDN2
To Turn On the Bell
You will
0 Press BELL
Normal operation resumes, with bell ringing to announce incoming
calls.
find out more . . .
about these and other “housekeeping” functions (such as setting the
console time and date) later under Attendant Functions.
I-10 Overview
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CORRECTING ERRORS/CLEARING THE CONSOLE
If you make a mistake . . .
while dialing and need to start over:
l Press CANCEL
The system cancels the misdialed call and returns you to where you
were before.
l Dial the correct number.
Hanging Up
On a standard telephone, the handset rests on a bar or switch called
the “switchhook”. When you put the handset down, you depress the
switch and the system knows that you’ve hung up. The console does
not have a switchhook, so you need to show the system that you’ve
hung up and are free to take new calls.
To Disconnect a Caller and Free the Console
When you are ready to hang up,
l Press RELEASE
The display clears and then shows time and date, indicating that the
console is free.
12:02 2-FEB 1
Overview l-11

SOME DEFINITIONS
Before you start . . .
there are a few terms that you need to understand so that you know
what the system is doing and what the displays mean.
Access Code
This is a number dialed from the console dial pad or from an extension
to activate a particular system feature. For example, you dial an access
code to call a Hunt group.
Extension, or Internal Line
Each telephone in the system is called an extension and is given an
extension number. These appear on the display as “EXT-123” and so
on. Extensions can be either standard rotary dial or push-button
phones, or special SUPERSET@ feature phones.
Trunk Trunk is the general name for both Outside Lines and Tie Trunks. It is
any line that connects your system to a local exchange or another
private system.
Outside, or External Line
This is a line that connects your system to the local telephone
exchange, and therefore to the public telephone network.
Tie Trunk This type of line directly connects your system to another telephone
system owned by your company or organization. You do not have to
use the public telephone network to dial this location, and the general
public usually do not have access to the line.
. incoming Trunk Calls
Depending on what type of call it is, an incoming call is put into one of
three possible listed directory numbers (LDN’s) which appear at the
console display as LDN 1, 2, or 3. One of your LDN’s could consist of
numbers used by the general public, another for trunks connecting
your telephone system to several other PABX’s owned by your
company. You may have instructions on the specific manner in which
to answer calls depending on the LDN on which they appear.
Trunk Eg.Gpment Number
Every trunk is given a unique number within your system so that it can
be identified from other trunks that may all share the same outside
telephone number. The trunk number appears in the display as, for
example, “TRK-10”.
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1-12 Overview
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CHAPTER 2
BASIC CALL HANDLING

INTRODUCTION
In this chapter you will learn . . .
how to make, answer and extend calls, and what to do when a
destination is busy or unanswered. This information will be sufficient
for most of your daily tasks.
The basic call handling keys . . .
that you will need are the following:
l Softkeys -used to selectively answer calls from different sources;
l ANSWER - used to answer calls on a “first come, first served” basis;
l BOTH and SWAP - used to speak simultaneously to two callers, and
alternate between them;
l CANCEL - used to cancel a misdialed call, invalid function or invalid
entry.
l RELEASE - used for connecting a call to a destination and for
hanging up; .
l Dial Pad - used to dial telephone numbers and enter access codes.
Basic Call Handling 2-l