Mitel Attendant Console For Sx-2000 Superconsole 2000 User Guide

							Getting Started 


 5 Console Screen
The Superconsole 2000 screen is divided into five areas:• The Console Status area shows you at a
glance what state the console and the system
are in—for example whether the console
ringer is on or off and whether the system is
in Day or Night Service.
• The Application area is divided into four
sections: The top left section displays
information about calls on hold; the top right,
a Phone Book for finding users on the system
and other tools such as an electronic scratch
pad for taking notes. The bottom two areas
display information on the Source (calling
party) and Destination (called party) of all calls
handled by the console.
The information displayed includes the name
of the party, extension or trunk number or
trunk label, type of extension (e.g., Superset),
status of call (e.g., ringing), privileges
assigned to the trunk or extension, and the
type of call (e.g., Conference, Recall, Serial).
• The Call Waiting area displays an icon (
)
as a visual indication of incoming calls. The
icon appears above the softkey that’s used to
answer the call. You can tell how many calls
are waiting by the color of the icon: yellow
(
) for one call; blue (
) for two calls and
red (
) for three or more calls.
• The Softkey areas at the bottom of the screen
and above the Destination area display the Softkey
commands. The commands correspond to the
Function keys on the computer keyboard. See the
next section for more information on the Softkeys.
• The Response area at the bottom of the
screen displays the date and time, the
number of calls waiting to be answered, and
messages received from the system.
Console
Status AreaSoftkey AreaResponse AreaApplication
AreaCall Waiting
Area 
						

							6 


 Getting Started Console Keypad
The console keypad is used for dialing, call processing and
accessing PBX features. You can adjust the slope of the keypad
and detach (or attach) it from the handset cradle.
The keys on the keypad are arranged in three groups:
Volume and Mute Keys  – used to increase (+) or decrease (-) the
ringer volume and the volume of the earpiece in the handset or
headset. The Mute key turns the microphone in the headset or
handset on or off.
Call-processing Keys – fixed-function keys that are used to
answer and manage calls. They include Retrieve, Hold, Answer
Cancel, Recover and Release.
Firmkeys – programmable keys that provide access to the
following console features and system services:
SCRATCH
PAD
Displays an electronic notepad where you can type
messages from callers, reminders, questions, or
anything else you would write on note paper. You
can also use the Scratch Pad to store telephone
numbers for speed dialing.
BULLETIN
BOARD
Displays an area where you can type messages
that can be viewed from all other Supersconsole
2000s on the system.
GUEST
SERVICE
Displays room status information and softkeys
for managing guest services in a Hotel/Motel
installation.
PAGER
Accesses paging equipment for making
announcements.
HELP
Opens Help, which provides information to help
you accomplish your tasks.
OPERATOR
MODE
Re-displays the main console screen.
PHONE
BOOK
Allows you to find and call an extension by
typing the user’s name, extension number or
other information.
APPL
Starts another application that extends the
capabilities of the Superconsole 2000. Your
communications department selects the
application.
TRUNK
STATUS
Displays information about trunk (outside line)
usage.
MESSAGE
Displays softkeys for setting or clearing the
Message Waiting indicator on the dialed
extension.
      
TONES
Sends subsequently dialed digits as tones (used
when dialing into voicemail systems.)
VOICE
MAIL
Transfers a recall to an extension user’s
voicemail box.
Note: Some of the features shown are optional and may not
appear on your console keypad. Other features can also be
programmed to the keypad; see Firmkey Programming
on page 33.
Call-
processing
Keys Firmkeys
Volume and
Mute Keys 
						

							Getting Started 


 7 Softkeys (F1 – F12)
The softkeys are the F1 to F12 keys on your computer keyboard.
You use them to enter commands shown in the softkey area on
the screen. The commands are not fixed to a specific softkey;
instead, they change depending on the state of the call you are
handling or the feature you are using. For example, when you
call a busy extension, the F4 key might be used to request a
Callback. At another time, the same key, F4, could be used to set
up a conference call.
Handset and CradleThe Superconsole 2000 is equipped with a handset and cradle.
You can adjust the slope of the cradle and detach (or attach) it
from the console keypad.
Mitel-approved headsets are also available for use with the console.
See page 9 for more information about using the handset or a
headset. 
						

							8 


 Getting Started
Starting and Closing the
Superconsole 2000The Superconsole 2000 starts with the operator status set to
“Operator Absent.” To begin receiving calls, you must change the
status to “Operator Present.” For more information, see page 35.
To start the Superconsole 2000 application
• Start Windows.
• Type your user name and password.
For turnkey consoles, the default user name and password
are mitelconsole and mitel1 respectively. Type both in
lowercase letters.
• Click 
 on your Windows desktop.
To close the Superconsole 2000 application
• On the File menu, click Exit.
Starting a CDE SessionStarting a CDE session provides access to the PBX for
programming and maintenance purposes. Access requires
authorization (i.e., a user name and password) and is usually
restricted to trained technicians. A connection to your local area
network is also required—see the Superconsole 2000 Help for
more information.
To start a CDE Session
• On the File menu, click Connect to CDE.
Questions about Starting and Closing theSuperconsole 2000 applicationWhat happens to incoming calls when I close theSuperconsole 2000 application?If yours is the only console on the system, the systemautomatically switches to Night Service 1. Calls then ringnight bells or another designated answering point. If there areother consoles, yours will switch to Operator Absent statuswhen you close the application. Other answering points willreceive the calls that would otherwise go to your console. Formore information, see Day and Night Service on page 31 andOperator Status on page 35.What happens to calls if my computer stops working?Usually, a nearby extension will serve as a backup answeringposition in the event of a power failure or other problem thatcauses your computer to stop working. Calls that normallyring the console would then ring the backup extension.Can I use other applications while the Superconsole2000 is running?Yes, but keep in mind that having multiple applications openat the same time as the Superconsole 2000 can adverselyaffect its performance. If possible, try to limit your use ofother applications to periods when call traffic is low.My screen goes blank sometimes—why?A power-saving feature built into the computer automaticallyreduces the screen intensity when there has been no keyboardor mouse activity for approximately two minutes. After approxi-mately five minutes, the screen goes blank. When you press thespacebar on the keyboard, the console screen will reappear. 
						

							Getting Started 


 9
Adjusting the ConsoleThe console is designed with your comfort in mind. You can
make adjustments to the ringer, the language of text on the
screen, the angle of the keypad, whether you want to handle calls
using a handset or headset and more.Console RingerTo turn the console ringer on or off
• Select Ringer On or Ringer Off from the list in the
Console Status area.
When the ringer is off, the call waiting icon (
) is the only
indication that you have calls waiting.
To adjust the ringer volume
• While the console is ringing, press the     key on the console
keypad to set the volume to the level you want.
You can also use the Options command on the Tools menu to
adjust the ringer volume.
Console Keypad and Handset CradleYou can adjust the slope of the keypad and detach (or attach) it
from the handset cradle.To attach the handset cradle
to the console keypad
• Align the tabs on the
clamp with the slots on the
bottom of the keypad.
• Press to seat the tabs in
the slots.
To detach the clamp from
the keypad
• Grasp the keypad as shown.
• Place your thumbs along
the edge of the clamp, and
then press down and away
from the keypad.To detach the clamp from
the cradle
• Using your finger or a tool
such as a screwdriver, push
against either of the tabs as
shown.
• While pushing on the tab,
use the other hand to twist
the U-clamp upward. 
						

							10 


 Getting Started
Handset/HeadsetThe console keypad provides jacks for connecting a handset and
a headset. One jack is labeled for headset use only, the other for
either handset or headset use. Both jacks can be in use at the
same time but when they are, the dual-use jack is used for
listening only. (Typically, a supervisor uses the dual-use jack to
monitor a new attendant during training.)
Connect Mitel-approved headsets only to the keypad. For a list of
approved headsets, see the Superconsole 2000 Installation Guide.
The dual-use jack provides different audio levels for headsets and
handsets.  Use the 
 list to indicate which one—headset or
handset— is connected to the jack.
To set the dual-use jack for handset or headset operation
1. Plug the handset or headset into the dual-use jack (
) on the
back of the console keypad.
2. Select Handset or Headset from the
list in the Console
Status area.
To adjust the handset (or headset ) volume during a call
• Press the     key on the console keypad to set the volume to
the level you want.
You can also use the Options command on the Tools menu to
adjust the volume. After selecting the command (either during a
call or while the console is idle) click Audio, and then drag the
slider to set the volume to the level you want.
Console LanguageText on the console screen can appear in English (the default) or
French.
To change the console language
1. Choose Options on the Tools menu.
2. Select Language.
3. Select the language you want.4. 
Click Apply or OK.
The change takes effect when you restart the Superconsole 2000.
Console TimeYou can use either the PBX clock or the clock in your PC as the
time source for the console. Using the PBX clock is recommended
since it’s the time source for extensions in the system.
You should also use the PBX clock if you set wake-up calls for guests.
(Setting wake-up call applies to hotel/motel systems only.)
To set the console time
1. Choose Options on the Tools menu.
2. Select Time.
3. Select the option you want.
4. Click Apply or OK.
Unplugging the Handset or HeadsetUnplugging the handset or headset from the console keypadautomatically enables the other if it is plugged in. If neither isplugged in, the console changes to Operator Absent status.Or, if you are the last active attendant, the system goes intoNight Service 1 mode.Note that plugging the handset/headset back in does notchange the Operator status back to Present. 
						

							Call Handling
Basics 
						

							Call Handling Basics 


 13
Call Handling Basics
 ContentsAnswering Calls.................................................................................................................14
Dialing Telephone Numbers .............................................................................................. 16
Extending (Transferring) Calls ........................................................................................... 18
Holding and Retrieving Calls ............................................................................................. 20
Conference Calls ...............................................................................................................21
Answering Recalls ............................................................................................................. 22
Recovering the Last Released Call ..................................................................................... 22 
						

							14 


 Call Handling Basics
Answering CallsWhen a new call arrives at the console the bell rings (if it is turned
on) and a call waiting icon (
) appears above the softkey associated
with the call.
You can answer calls on a “first-come, first-served basis,” using
the Answer key or use the softkeys for “selective answer.”
Note: You cannot answer a new call until the one you are
engaged in is transferred, disconnected, or put on hold.
Answering calls on a first-come, first-served basis,With both the Source and Destination areas clear,
• Press Answer
to greet the caller who was waiting the longest. Information
about the call, such as the trunk name and number for an
external call or the caller’s name and extension number for
an internal call, is displayed in the Source area.
Note: The Answer key has a hierarchy; recalls are answered first,
then any other call in order of arrival, regardless of whether it is
an internal or external call. You can assign answering priorities
to calls based on the telephone number that callers dial to reach
the console. For more information, see page 27.
Selectively answering callsYou can select the call you want to answer by pressing a softkey
([Recall], [Dial 0], [External], [WATS], etc.) instead of the Answer
key. If you have more than one call waiting at a particular softkey,
then they will be answered on a “first-come, first-served” basis.
Use the call waiting icons (
) in the Call Waiting area to help
you decide which type of calls to answer first. The icon appears
above the softkey associated with the various call types (external,
recalls, etc.). The number below the icon shows you how many
calls of a particular type are waiting. The color of the icon also
indicates the number of calls waiting: yellow for one call, blue for
two calls, and red for three or more calls.
About the Call Answering SoftkeysThe call answering softkeys are assigned by yourcommunications department to suit the types of calls yourcompany receives.The leftmost softkey is reserved for recalls (see AnsweringRecalls on page 22), but the other softkeys may beprogrammed in a variety of ways. For example, you mighthave Dial “0” and “External” to indicate whether a call isfrom outside the system or inside; or WATS or TIE to tell youthe type of trunk the call arrived on; or you might see thedepartment name assigned to the trunk.You can use the softkeys to guide you when answering a call.For instance, when you see that a call is from outside thesystem, your company might want you to answer with adifferent greeting than you use for internal calls or recalls.Use the form provided on page 49 to record your company’spreferred greetings.
Call Waiting
indicator
Total Calls Waiting