Tadiran Telecom SLT User manual

SLT
Single Line Telephone
User Guide
.
The flexible way to communicate
(Version 14.66)

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© Copyrightby TADIRAN TELECOMBUSINESS SYSTEMSLTD., 1993-2004.
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Protected by U.S. Patents 6,594,255; 6,598,098; 6,608,895; 6,615,404
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Table of Contents i SLT User Guide
Introduction........................................................... iii
List of Feature Codes .............................................iv
Account Code (as required) ....................................1
Account Code (Forced)...........................................2
ACD & UCD Groups:.............................................3
Load ID - for ACD Group..................................4
Log-In/Out - for a Single ACD Group...............5
Primary Log-In - for ACD Group ......................6
Release/Resume from All Groups......................7
Release/Resume From a UCD Group ................8
Wrap-Up Code - for ACD Group ......................9
Wrap-Up Time On/Off.....................................10
Auto Set Relocate: ................................................11
Permanent.........................................................11
Temporary........................................................12
Boss Group:...........................................................14
Call Forward ....................................................14
Exclusive Hold.................................................16
Privacy .............................................................17
Break-In ................................................................18
Broker/Consultation/Three-Way Conference Call 19
Call Forward .........................................................21
Caller ID Control ..................................................24
Camp-On: ............................................................. 25
Call Back ......................................................... 25
Off-Hook - Call Waiting/Call Offer ................ 27
Class of Service (COS) Switchover...................... 28
Conference:........................................................... 29
Multiparty ........................................................ 29
Release............................................................. 30
Do Not Disturb (DND) ......................................... 31
Do Not Disturb (DND) Override.......................... 32
Executive Privilege............................................... 33
Flash (Calibrated Opening) On Trunk.................. 34
FlexiCall ............................................................... 35
Follow Me............................................................. 41
Forced Release...................................................... 42
Group Calls (Conference):.................................... 43
Preset Conference Activation .......................... 45
Temporary Conference Activation .................. 46
Joining ............................................................. 47
Addition of Participants................................... 48
Submitting Request to Speak........................... 49
Forced Release of a Participant ....................... 50
Forced Release of an Entire Group Call.......... 51
Hold ...................................................................... 52
Table of Contents

Table of Contents (cont.) ii SLT User Guide
Hot Line (Immediate/Delayed).............................53
Individual Remote System Services (Freedom) ... 54
Last Number Redial.............................................. 62
Making Calls: External and Internal..................... 63
Malicious Call Trace ............................................64
Malicious Call Trace Printout............................... 65
Message: ............................................................... 66
Answering........................................................ 66
Living/Cancellation ......................................... 67
Night answer (Central Bell/UNA Pickup)............ 68
Page_Q.................................................................. 69
Paging: .................................................................. 70
Public Address................................................. 70
Voice (To Single FlexSet) ............................... 71
Zone (To FlexSet Group) ................................72
Park....................................................................... 73
Passcode................................................................ 74
Phone Dial Lock ................................................... 75
Pickup: Group, Directed ....................................... 76
Receiving Calls..................................................... 77
Relay (Accessory)................................................. 78
Reminder .............................................................. 79
Room Status.......................................................... 81
Saved Number/Repeat Number ............................82
Second Party’s Speaker Status..............................83
Security Line......................................................... 84
Series Call.............................................................85
Silent Monitor:......................................................86
1-Way Splitting................................................87
2-Way ..............................................................88
Speed Dialing: ......................................................89
Programming Private Library ..........................89
Using Private and Public Libraries ..................91
Stop Dial ...............................................................92
Transfer................................................................. 93
Waiting Calls Receiving ....................................... 94
Wakeup ................................................................. 95
Whisper Page:.......................................................97
Activation ........................................................97
Receiving .........................................................98
Turning On/Off................................................99
Appendix A - Glossary ......................................A-1
Appendix B - Tones ...........................................B-1
Appendix C - Dial Tone Pad - Feature Codes ...C-1
Table of Contents (cont.)

Introduction iii SLT User Guide
Welcome to the Coral System. 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.
Introduction

List of Feature Codes iv 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
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
Class of Service (COS) Switchover............................#149
The following feature codes are the default feature codes for all Coral 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 (cont.) v SLT User Guide
Feature Code No. Feature Code No.
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
Group Calls ...................................................5600→5849
Add-On (Temporary) Group Call............................#1449
Forced Release of an Entire Group Call................#1447
Forced Release of a Participant.............................#1446
Hold..................................................................#171 or #4
IRSS (Freedom)......................................................#17714
Placing a new IRSS call ..............................................
 1
Call transfer .................................................................
 2
Call divert to Coral station ...........................................
 3
Enabling Voice Mail (IVR) commands ..........................
 4
Last Number Redial...........................................
 or #143
Malicious Call Trace on/off........................................#1740
Malicious Call Trace Printout ....................................#1741
Message:
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:
Public Address...............................................7074→7079
Voice (To Single FlexSet)............ Hookflash 6, #191 or #3
Zone (To FlexSet Group)................................. 7300-7309
Park.......................................................... #183 or 79 or #7
Passcode....................................................................#179
Phone Dial Lock..........................................................#148
Pick Up, Group.................................................. #181 or 76
Pick Up, Directed .............................................. #180 or 77
List of Feature Codes (cont.)

List of Feature Codes (cont.) vi SLT User Guide
Feature Code No. Feature Code No.
Relay (Accessory).........................................7086→7091
Reminder...................................................................#172
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................................................Hookflash 9, #1981
Speed Dialing: Programming Private Library............#193
Stop Dial..........................................................................#
Transfer .............................................................Hookflash
Wakeup .....................................................................#173
Whisper Page:
Activation ...............................................................#1744
Receiving: Turning On/Off......................................#1745
List of Feature Codes (cont.)

Account Code (as required) 1 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 set 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 the distinctive dial tone.
4. Dial the account number.
5. Listen for the distinctive dial tone.
6. Dial the 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 the 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 will be refused and the reorder tone heard.

Account Code (Forced) 2 SLT User Guide
Account Code (Forced)
The following steps are taken when dialing from idle if the Forced Account Code feature is used:
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, the reorder tone will be heard
followed by disconnect.

ACD & UCD Groups 3 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 from giving 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 . . . . . . . . . . . . . . . . . . . .4
Log-In/Out - for a Single ACD Group . . . . . . . . . . . .5
Primary Log-In - for ACD Group . . . . . . . . . . . . . . .6
Release/Resume from All Groups . . . . . . . . . . . . . . .7
Release/Resume from a single UCD Group . . . . . . . .8
Wrap-Up Code - for ACD Group . . . . . . . . . . . . . . .9
Wrap-Up Time On/Off . . . . . . . . . . . . . . . . . . . . . 10

ACD & UCD Groups: Load ID - for ACD Group 4 SLT User Guide
ACD & UCD Groups: Load ID - for ACD Group #1973
This feature enables the system to identify an ACD group agent when joining the system for the first time during a
session. Your ID number will remain 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 will be deleted from the system. Entering an
ACD group will then require going through the Load ID procedure once again.
To activate Load ID:
1. Lift handset.
2. Dial Load ID feature code #1973.
3. Listen for the dial tone.
4. Dial your ID number (4 digits).
5. Listen for the confirmation tone.
6. Hang up.
Note: Only one ID number is allowed per station. Any additional Load ID will replace the current one. The ID number
can be changed as many times as needed.

ACD & UCD Groups: Log-In/Out - for a Single ACD Group 5 SLT User Guide
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 the 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 the 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 4).
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 6).

ACD & UCD Groups: Primary Log-In - for ACD Group 6 SLT User Guide
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 will always be routed to you from this group first. Only
when no more calls are waiting on the primary group queue, you will 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 (previous page) 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 the 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 ACD/UCD groups may require you to define an ID number before logging in to the group (see
page 4).
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 will be overridden.
3) Upon logging in to mark a group as primary, you are also logged in as a member of the group (see page 5).
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 5).

ACD & UCD Groups: Release/Resume from All Groups 7 SLT User Guide
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 the 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 the dial tone.
4. Dial cancellation code 8.
5. Listen for the confirmation tone.
6. Hang up.

ACD & UCD Groups: Release/Resume from a UCD Group 8 SLT User Guide
ACD & UCD Groups: Release/Resume from a UCD Group #1991
When your station is a member of a UCD group you may 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 the 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 the 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: Wrap-Up Code - for ACD Group 9 SLT User Guide
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 PC-ACD. 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 PC-ACD and the relevant codes are defined system wide. (See your ACD supervisor
for a list of codes).
To activate the Wrap-Up Code:
1. After the ACD call is completed, hang up.
2. Lift handset.
3. Listen for the dial tone.
4. Dial Wrap-Up feature code #1977.
5. Listen for the dial tone.
6. Dial the required wrap-up code (4 digits).
7. Listen for the confirmation tone.
8. Hang up.
List of Wrap-Up Codes
Wrap-up Code Meaning

ACD & UCD Groups: Wrap-Up Time On/Off 10 SLT User Guide
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 the 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 the dial tone.
4. Dial cancellation code 8.
5. Listen for the confirmation tone.
6. Hang up.

Auto Set Relocate: Permanent 11 SLT User Guide
Auto Set Relocate: Permanent
When defined for permanent relocation, this feature enables you
to swap phones within the same Coral system by assigning one
SLT the profile of the other SLT, and vice versa. All the phone’s
properties, numbering, membership in groups, etc. are
automatically exchanged. This feature facilitates the phone
relocation procedure, eliminating the need for traditional phone
moves that involve physical disconnection of the station wires and
reconnection them at another location. Both source and
destination phones (see figure) should be SLTs.
The Auto Set Relocate is activated at the destination station.
The phone swap holds until a reverse swap is performed.
To activate from the destination station:
1. Lift handset.
2. Dial Auto Set Relocate feature code.
3. Listen for the dial tone.
4. Dial your (source) station number.
5. Listen for the dial tone.
6. Dial your (source) passcode (4 digits).
7. Listen for the dial tone.
8. Dial activation code 9(no confirmation will be heard).
9. Hang up. The station initializes with the source profile.
To reverse phone relocation:
Repeat the above procedure from your original source
location.
Source
Station
(Passcode)
- Dial Number
- SLT Definition
- COS
- Private Library
- Grou
p
Membershi
p
Swapping:
Destination
Station
WARNING: See warning on page 12.

Auto Set Relocate: Temporary 12 SLT User Guide
Auto Set Relocate: Temporary
When defined for temporary relocation, this feature allows a temporary move of your extension from one location to
another, while preserving your extension's original setup.
Activating Auto Set Relocate exchanges all of your (source) phone's features, numbering, membership in groups, etc.
with another (destination) phone within the same Coral system. As this takes place, the source phone acquires the full
profile of the destination phone, and vice versa.
The Auto Set Relocate spares you the inconvenience of having to re-enter all the stored speed numbers and to reset
previously defined features at your temporary location. This feature enables you to use any SLT available from your
Coral system while keeping your unique extension dial number.
The Auto Set Relocate is activated at the destination station.
The temporary phone swap is automatically reversed at midnight.
Reactivating Auto Set Relocate at the already swapped destination station causes:
• Automatic cancellation of the first relocation
• Exchange of the new (third user's) phone profile with the destination phone profile
To activate from the destination (new) location:
Repeat the activation procedure described on page 11 for Auto Set Relocate Permanent.
WARNING: When invoking the Auto Set Relocate feature, incorrect information may be sent to the local
Emergency or E911 Center. Before activating this feature, contact your local system administrator to
ensure that your new and current system profiles are compatible with the E911 Center.