Tadiran Telecom SLT User manual

SLT
Single Line Telephone
User Guide
.
Creating a new world of IPportunities
(Version 15.5)

Copyright byTADIRAN TELECOM LTD., 1993-2007
All rights reserved worldwide.
Protected by U.S. Patents 6,594,255; 6,598,098; 6,608,895; 6,615,404
All trademarks contained herein are the property of their respective holders.
The information contained in this document is proprietary and is subject to all relevant copyright, patent
and other laws protecting intellectual property, as well as any specific agreement protecting
TADIRAN TELECOM LTD.’s (here in referred to as the “Manufacturer”) rights in the aforesaid
information. Neither this document nor the information contained herein may be published, reproduced or
disclosed to third parties, in whole or in part, without the express, prior, written permission of the
Manufacturer. In addition, any use of this document or the information contained herein for any purposes
other than those for which it was disclosed is strictly forbidden.
The Manufacturer reserves the right, without prior notice or liability, to make changes in equipment design
or specifications.
Information supplied by the Manufacturer is believed to be accurate and reliable. However, no
responsibility is assumed by the Manufacturer for the use thereof nor for the rights of third parties which
may be effected in any way by the use thereof.
Any representation(s) in this document concerning performance of the Manufacturer's product(s) are for
informational purposes only and are not warranties of future performance, either express or implied. The
Manufacturer's standard limited warranty, stated in its sales contract or order confirmation form, is the only
warranty offered by the Manufacturer in relation thereto.
This document may contain flaws, omissions or typesetting errors; no warranty is granted nor liability
assumed in relation thereto unless specifically undertaken in the Manufacturer's sales contract or order
confirmation. Information contained herein is periodically updated and changes will be incorporated into
subsequent editions. If you have encountered an error, please notify the Manufacturer. All specifications
are subject to change without prior notice.

TOC-1 SLT User Guide
Introduction ............................................................ 1
List of Feature Codes ............................................. 2
Account Code (as required).................................... 5
Account Code (Forced) .......................................... 6
ACD & UCD Groups: ............................................ 7
Load ID - for ACD Group................................. 8
Log-In/Out - for a Single ACD Group .............. 9
Primary Log-In - for ACD Group ................... 11
Release/Resume from All Groups................... 12
Release/Resume from a UCD Group .............. 13
Wrap-Up Code - for ACD Group.................... 14
Wrap-Up Time On/Off.................................... 15
Activation Code.................................................... 16
Auto Set Relocate:................................................ 17
Permanent........................................................ 17
Temporary ....................................................... 18
Boss Group:.......................................................... 20
Call Forward.................................................... 21
Exclusive Hold ................................................ 23
Privacy............................................................. 24
Break-In................................................................ 25
Broker/Consult./3-Way Conf. Call/Contin. Conf. 26
Call Forward......................................................... 29
Caller ID Control.................................................. 33
Camp-On: ............................................................. 34
Call Back ......................................................... 34
Off-Hook (Call Waiting/Call Offer)................ 36
Cancellation Code ................................................ 37
Canned Messages ................................................. 38
Class of Service (COS) Switchover ..................... 41
Conference:: ......................................................... 42
Multi-Party ...................................................... 42
Release............................................................. 43
Do Not Disturb (DND)......................................... 44
Do Not Disturb (DND) Override.......................... 45
Executive Privilege............................................... 46
Flash (Calibrated Opening) On Trunk.................. 47
FlexiCall ............................................................... 48
Follow Me ............................................................ 54
Forced Release ..................................................... 56
Freedom (IRSS).................................................... 57
Group Calls (Conference): ................................... 65
Group Call Features......................................... 66
Preset Conference Activation.......................... 67
Temporary Conference Activation.................. 68
Joining ............................................................. 69
Table of Contents

TOC-2 SLT User Guide
Addition of Participants .................................. 70
Submitting Request to Speak .......................... 71
Forced Release of a Participant....................... 72
Forced Release of an Entire Group Call.......... 73
Hold...................................................................... 74
Hot Line (Immediate/Delayed) ............................ 75
Last Number Redial ............................................. 76
Making Calls ........................................................ 77
Malicious Call Trace ............................................ 78
Malicious Call Trace Printout .............................. 79
Message:............................................................... 80
Answering ....................................................... 80
Leaving/Cancellation ...................................... 81
Night Answer (Central Bell/UNA Pickup) .......... 83
Page Queue........................................................... 84
Paging:.................................................................. 85
Public Address................................................. 85
Voice (To Single Keyset)................................ 86
Zone (To Keyset Group) ................................. 87
Park....................................................................... 88
Passcode ............................................................... 89
Phone Dial Lock................................................... 90
Pickup: Group, Directed....................................... 91
Receiving Calls / Answering Calls....................... 92
Relay (Accessory) ................................................ 93
Reminder .............................................................. 94
Room Status ......................................................... 96
Saved Number/Repeat Number............................ 98
Second Party’s Speaker Status ............................. 99
Security Line ...................................................... 100
Series Call........................................................... 101
Silent Monitor: ................................................... 102
1-Way (Splitting)........................................... 103
2-Way (Both)................................................. 104
Speed Dialing: .................................................... 105
Programming Private Libraries ..................... 105
Using Private and Public Libraries................ 108
Stop Dial............................................................. 109
Transfer .............................................................. 110
Waiting Calls — Receiving................................ 111
Wakeup............................................................... 112
Whisper Page:..................................................... 114
Activation ...................................................... 114
Receiving....................................................... 115
Receiving, Turning On/Off ........................... 116
Appendix A - Glossary ...................................... A-1

TOC-3 SLT User Guide
Appendix B - Tones .......................................... B-1
Appendix C - Dial Tone Pad - Feature Codes ... C-1

Introduction 1 SLT User Guide
Introduction
Welcome to the Coral IPx and Coral FlexiCom Systems. Much thought has gone into making this system flexible
and easy to use. The Coral allows your standard telephone to be tailored to the requirements of both you and your
company.
This user guide provides a full description of the capabilities and operation of the standard telephone when
connected to the Coral. Although the features provided by the Coral system are large in number their operation is
straightforward and user friendly.
Many of the Coral features, which have been assigned during initial installation, are provided on an individual
extension (station) basis. Feature allocation may also be changed to suit a changing working environment.
Not every feature code in this guide is likely to have been installed in your system or extension. Check with your
system manager for a list of the features actually installed.
This Guide is organized alphabetically. The Table of Contents also doubles as an index to the various features
that the Coral supports for standard telephones. Use of this guide is straightforward, with each feature listed
separately. Certain features have various user options. In this case all of the options are listed under the major
feature name; examples of this are ACD & UCD Groups, Boss Group and Speed Dialing.

List of Feature Codes 2 SLT User Guide
Feature Code No. Feature Code No.
Account Code...........................................................#1990
ACD & UCD Groups:
Load ID (for ACD Group).......................................#1973
Log-In/Out (for single ACD Group) ........................#1974
Primary Log-In (for ACD Group)............................#1442
Release/Resume From All ACD/UCD Groups.......#1975
Release/Resume From a Single UCD Group........#1991
Wrap-Up Code (ACD Group).................................#1977
Wrap-Up Time (ACD/UCD) On/Off........................#1976
Activation Code 9....................................#11, #
 1, or  1
Boss Group:
Call Forward All Calls...............................................#168
Call Forward All Calls External ............................#17707
Call Forward Busy....................................................#167
Call Forward Busy External ................................ #17706
Call Forward No Answer..........................................#169
Call Forward No Answer External....................... #17708
Call Forward Timed................................................#1984
Call Forward Timed External .............................. #17709
Exclusive Hold .........................................................#187
Privacy ........................................................... #186 or #6
Break-In...........................................................Hookflash 3
Broker/Consultation/Three-Way Call...................Hookflash
Call Forward:
All Calls.......................................................... #141 or #8
All Calls External................................................ #17702
Busy........................................................................ #140
Busy External..................................................... #17701
No Answer............................................................... #142
No Answer External ........................................... #17703
Busy/No Answer............................................. #147 or #2
Busy/No Answer External .................................. #17705
Timed.................................................................... #1985
Timed External.................................................... #17704
Undefined Station ............................................... #17717
Call Hold.......................................................... #171 or #4
Call Park .................................................. #183 or 79 or #7
Call Pickup:
Directed.......................................................... #180 or 77
Group............................................................. #181 or 76
The following feature codes are the default feature codes for all Coral IPx and Coral FlexiCom systems. Your
Coral system may employ different feature codes. See your system administrator for the correct feature codes. An
arrow (→) between two sets of numbers indicates a range of code numbers available for operating that particular
feature, for example 5600→5849.
List of Feature Codes

List of Feature Codes 3 SLT User Guide
Feature Code No. Feature Code No.
Night (Bell/UNA) .............................................#192or78
Caller ID Control.......................................................#1444
Camp-On Call Back...............................Hookflash2,#176
Camp-On Off-Hook (Call Waiting/Call Offer)...Hookflash 8
Cancellation Code 8................................#10, #
 0, or  0
Canned Messages........................................#7026→7041
Class of Service (COS) Switchover............................#149
Conference:
Multiparty.....................................................7098→7099
Release..................................................................#1983
Do Not Disturb (DND).................................................#145
Do Not Disturb, Override .................................Hookflash 3
Executive Privelege....................................................#170
Flash (Calibrated Opening) On Trunk.........................#150
FlexiCall:
FlexiCall All..........................................................#17710
FlexiCall Internal..................................................#17711
FlexiCall External.................................................#17712
Placing a new call.....................................................
 1
Call transfer...............................................................
 2
Call divert to Coral station.........................................
 3
Enabling Voice Mail (IVR) commands.......................
 4
Call divert to desk phone ..........................................
 5
Call Recording / Help Requesting.............................
 6
Follow Me Internal+External.......................................#189
Follow Me External .................................................#17713
Freedom (IRSS)......................................................#17714
Placing a new IRSS call............................................
 1
Call transfer...............................................................
 2
Call divert to Coral station.........................................
 3
Enabling Voice Mail (IVR) commands........................
 4
Call Recording / Help Requesting.............................
 6
Group Calls.....................................................5600→5849
Add-On (Temporary) Group Call........................... #1449
Forced Release of a Participant............................ #1446
Forced Release of an Entire Group Call............... #1447
Last Number Redial...........................................
 or #143
Malicious Call Trace on/off........................................#1740
Malicious Call Trace Printout ....................................#1741
Message:
List of Feature Codes (cont.)

List of Feature Codes 4 SLT User Guide
Feature Code No. Feature Code No.
Answering.......................................................#175 or #5
Leaving......................................Hookflash 5, #175 or #5
Cancellation...........................................................#1440
Night Answer (Central Bell/UNA Pick Up) .........#192or78
Page _Q..........................................................7060→7069
Paging, Announcing:
Public Address.............................................7074→7079
Voice (To Single Keyset)............Hookflash 6, #191 or #3
Zone (To Keyset Group)..................................7300-7309
Passcode Change ......................................................#179
Phone Dial Lock .........................................................#148
Relay (Accessory) ..........................................7086→7091
Reminder:
Request ...................................................................#172
Snooze...........................................................................4
Room Status.................................................#7026→7041
Saved Number/Repeat Number ........................#196 or #9
Security Line...........................................................#17700
Series Call.................................................Hookflash #195
Silent Monitor:
1-Way (Split) ......................................................... #1448
2-Way (Both).....................................Hookflash 9, #1981
Speed Dialing: Programming Private Library..............#193
Stop Dial...........................................................................#
Transfer...............................................................Hookflash
Wakeup:
Request................................................................... #173
Snooze.......................................................................... 4
Whisper Page:
Activation............................................................... #1744
Receiving: Turning On/Off..................................... #1745
List of Feature Codes (cont.)

Account Code (as required) 5 SLT User Guide
Account Code (as required) #1990
When your company is equipped with a Call Accounting System, call statistics are printed through the Station Message
Detailed Records (SMDR) report. The Call Accounting System is defined system-wide and among the various types of
statistics that the report gives is cost monitoring or pulse metering, which can be assigned to a particular client account
number. The printout includes the call’s date and time. When activated, the Account Code is useful in facilitating billing by
individuals, regardless of the phone used to call, or by client account.
To activate Account Code from idle:
1. Lift handset.
2. Dial Account feature code #1990.
3. Listen for distinctive dial tone.
4. Dial the account number.
5. Listen for distinctive dial tone.
6. Dial external line code. (Last Number Redial code, Saved Number code or Speed Library number can also be used.)
7. Dial outside number.
To activate during an incoming or outgoing call:
1. Hookflash.
2. Dial Account feature code #1990.
3. Listen for distinctive dial tone.
4. Dial the account number.
5. Listen for the confirmation tone.
6. Continue the call or hang up.
#Note: Depending upon your system definition, up to 16 digits are available for Account Numbers. Only one account
number entry is allowed per call. Any additional numbers are refused and the reorder tone is heard.

Account Code (Forced) 6 SLT User Guide
Account Code (Forced)
Forced Account Code procedures from idle:
To make external calls:
1. Lift handset.
2. Dial external line code.
3. Dial account number.
4. Dial external number.
To redial the last number:
1. Lift handset.
2. Dial feature code #143 or press
 .
3. Dial account number.
To redial saved number:
1. Lift handset.
2. Dial Saved Number feature code #196.
3. Dial account number.
To dial a Speed Dial Public or Private Library Number:
1. Lift handset.
2. Dial a Speed Call library number.
3. Dial account number.
#Note: Should you dial a wrong account number when VFAC is installed in your system, a reorder tone is heard
followed by disconnect.

ACD & UCD Groups 7 SLT User Guide
ACD & UCD Groups
An ACD/UCD group is a number of stations operating together for the purpose of automatic call distribution.
The ACD/UCD groups form the building blocks for modern call centers. The Automatic/Uniform Call Distribution
Systems improve incoming call handling by queuing and routing callers. They are used in businesses handling a large
volume of incoming calls. ACD/UCD systems prevent sending a busy tone to incoming callers. They encourage callers
to wait rather than ring elsewhere.
The incoming calls are distributed among a group of agents. Agents can log in or out of the group. When all lines are in use,
an announcement plays for callers waiting in queue. If the queue is full, calls are routed to a predetermined telephone
number.
Calls incoming to an ACD/UCD group are answered by free agents, according to system-wide defined rules. The most
common ACD rule enables the longest waiting call to be answered by the agent who has been waiting for a call for the
longest period of time. UCD groups do not provide call distribution to the longest waiting staff. The UCD system
automatically delivers each incoming call to the next available agent.
The following ACD/UCD features are available:
FEATURE ............................................................................PAGE
LOAD ID - FOR ACD GROUP ............................................... 8
LOG-IN/OUT - FOR A SINGLE ACD GROUP...................... 9
PRIMARY LOG-IN - FOR ACD GROUP ............................... 11
RELEASE/RESUME FROM ALL GROUPS.......................... 12
RELEASE/RESUME FROM A UCD GROUP ....................... 13
WRAP-UP CODE - FOR ACD GROUP................................. 14
WRAP-UP TIME ON/OFF....................................................... 15

ACD & UCD Groups 8 SLT User Guide
Load ID - for ACD Group
ACD & UCD Groups: Load ID - for ACD Group #1973
This feature allows the system to identify an ACD group agent when joining the system for the first time during a session.
Your ID number remains in the system as long as you are still logged into at least one ACD group. However, once you have
logged out of the last group your ID number is deleted from the system. You are required to reload the ID in order to re-
enter the ACD group.
To activate Load ID:
1. Lift handset.
2. Dial Load ID feature code #1973.
3. Listen for dial tone.
4. Dial your ID number (four digits).
5. Listen for the confirmation tone.
6. Hang up.
#Note: Only one ID number is allowed per station. Any additional Load ID replaces the current one. The ID number
can be changed as many times as needed.

ACD & UCD Groups 9 SLT User Guide
Log-In/Out - for a Single ACD Group
ACD & UCD Groups: Log-In/Out - for a Single ACD Group #1974
This feature is used when an ACD group member joins or leaves an ACD group. A user can simultaneously be a member of
numerous ACD groups.
To Log-In to a single group:
1. Lift handset.
2. Dial Log-In/Out feature code #1974.
3. Listen for dial tone.
4. Dial your ACD group number.
5. Dial activation code 9.
6. Listen for the confirmation tone.
7. Hang up.
To Log-Out from a single group:
1. Lift handset.
2. Dial Log-In/Out feature code #1974.
3. Listen for dial tone.
4. Dial your ACD group number.
5. Dial cancellation code 8.
6. Listen for the confirmation tone.
7. Hang up.
#Notes: 1) When logging in or out from additional groups, the above procedures are repeated as many times as needed.
2) In some groups, in order to log in, you must first have defined an ID number (see page 8).

ACD & UCD Groups 10 SLT User Guide
Log-In/Out - for a Single ACD Group
ACD & UCD Groups Log-In/Out - for a Single ACD Group
3) If you log-out from your primary group using this feature code, you must also log-out as primary, so the group
is no longer marked as your primary (see page 11).

ACD & UCD Groups 11 SLT User Guide
Primary Log-In - for ACD Group
ACD & UCD Groups: Primary Log-In - for ACD Group #1442
This feature allows defining one of your ACD groups as having priority over other groups of which you are a member.
Once you have logged in to your primary group, waiting calls are always routed to you from this group first. Only when no
more calls are waiting on the primary group queue, do you receive calls from your other groups.
#Note: If no group is defined as primary or if log-out is defined for the primary group, then the first group you logged
into is defined as primary by system.
To Log-In to the Primary Group:
1. Lift handset.
2. Dial Primary Log-In feature code #1442.
3. Listen for dial tone.
4. Dial your ACD group number.
5. Dial activation code 9.
6. Listen for the confirmation tone.
7. Hang up.
#Notes: 1) Some groups might require you to define an ID number before logging in to the group (see page 8).
2) Only one group can be marked as primary. When you log in again on a different group as primary, the
previous primary log-in is overridden.
3) Upon logging in to mark a group as primary, you are also logged in as a member of the group (see page 9).
To Log-Out from the Primary Group:
1. The procedure is the same as logging out from a single group (see previous page), except that the primary ACD
group number is entered.
#Note: After logging out so the group is no longer marked as primary, you must remain logged in as a member of the
group (see page 9).

ACD & UCD Groups 12 SLT User Guide
Release/Resume from All Groups
ACD & UCD Groups: Release/Resume from All Groups #1975
You can temporarily release yourself from all of the ACD/UCD groups of which you are a member. This feature also allows
you to resume connections with the ACD/UCD groups from which you have been released.
To release from all ACD/UCD groups:
1. Lift handset.
2. Dial feature code #1975.
3. Listen for dial tone.
4. Dial activation code 9.
5. Listen for the confirmation tone.
6. Hang up.
To resume connection with all ACD/UCD groups:
1. Lift handset.
2. Dial feature code #1975.
3. Listen for dial tone.
4. Dial cancellation code 8.
5. Listen for the confirmation tone.
6. Hang up.

ACD & UCD Groups 13 SLT User Guide
Release/Resume from a UCD Group
ACD & UCD Groups: Release/Resume from a UCD Group #1991
When your station is a member of a UCD group you can temporarily exit the UCD group and then rejoin when required.
To leave a single UCD Group:
1. Lift handset.
2. Dial Release/Resume UCD Group feature code #1991.
3. Listen for dial tone.
4. Dial your UCD Group number.
5. Dial activation code 9.
6. Listen for the confirmation tone.
7. Hang up.
To return to a single UCD Group:
1. Lift handset.
2. Dial Release/Resume UCD Group feature code #1991.
3. Listen for dial tone.
4. Dial your UCD Group number.
5. Dial cancellation code 8.
6. Listen for the confirmation tone.
7. Hang up.

ACD & UCD Groups 14 SLT User Guide
Wrap-Up Code - for ACD Group
ACD & UCD Groups: Wrap-Up Code - for ACD Group #1977
After an ACD incoming call has been completed, information about the call can be sent to the Call Center. This information
might include whether or not the customer is satisfied, or the origin of an incoming call. The types of information that can
be sent to the Call Center and the relevant codes are defined system-wide.
To activate the Wrap-Up Code:
1. After the ACD call is completed, hang up.
2. Lift handset.
3. Listen for dial tone.
4. Dial Wrap-Up feature code #1977.
5. Listen for dial tone.
6. Dial the required wrap-up code (four digits).
7. Listen for the confirmation tone.
8. Hang up.
Use this table to create a list of Wrap Up Codes and their description (See your supervisor for a list of codes).
Wrap-up Code Description

ACD & UCD Groups 15 SLT User Guide
Wrap-Up Time On/Off
ACD & UCD Groups: Wrap-Up Time On/Off #1976
Wrap-Up time provides an idle ACD/UCD group member with a time-out period between consecutive ACD/UCD calls.
The time-out period is determined for each group, system-wide. This feature allows an agent to utilize the Wrap-Up code
without interfering with outside calls.
To activate Wrap-Up Time:
1. Lift handset.
2. Dial Wrap-Up Time feature code #1976.
3. Listen for dial tone.
4. Dial activation code 9.
5. Listen for the confirmation tone.
6. Hang up.
To cancel Wrap-Up Time:
1. Lift handset.
2. Dial Wrap-Up Time feature code #1976.
3. Listen for dial tone.
4. Dial cancellation code 8.
5. Listen for the confirmation tone.
6. Hang up.