Mitel Attendant Console For Sx-2000 Superconsole 2000 User Guide

							Call Handling Basics 


 15
In the example above, note that one internal [Dial 0] call is
waiting and two external calls are waiting. If you:
• press Answer, you will be connected to whichever of the three
calls arrived at the console first;
• press [Dial 0], you will answer the internal call; or
• press [External], you will answer the outside call which
arrived at the console first.
Your communications department can give you instructions on
which types of calls it prefers you to answer first.
Questions about Answering CallsWhy do I sometimes hear a short burst of ringingwhile I’m handling calls?Either a new call has arrived or a call on hold has recalled. Asyou are already handling a call, the console only rings once.You may turn down your volume control if you wish. You canalso turn off the bell completely by using the    list in theConsole Status area. (WARNING: This also turns off all otherbell indications, including the Critical Alarm bell.)What does the caller hear while I’m dialing theextension number?Once you start to dial, the caller is on Consultation Hold untilyou have completed dialing, established communication withthe called party, and released the caller to the called party. Ifmusic on hold is provided on your system, the caller will hearmusic; otherwise silence.Can I answer another call while still connectedto the first?No. Before you can answer a new call, you must transfer thecurrent call to another destination (see page 18), put it onhold (see page 20), or disconnect it from the console bypressing Release.Why do extension numbers appearing in the Source andDestination area sometimes have a ‘p’ n front of them?When it appears next to an extension, it means that theextension is designated as private. Attendants see thenumber of the extension on their screens; other extensionusers see only the user’s name (if available) on their display.In the Phone Book, the 
 icon indicates a private extension. 
						

							16 


 Call Handling Basics
Dialing Telephone NumbersYou can dial an internal extension number or the number of a
telephone outside the system. Either the Source or Destination
areas must be clear.
To call an extension
1. Dial the extension number from the console keypad.
Information about the extension appears in the Destination
area. If information about an answered call is currently in the
Destination area, that information moves to the Source area
as soon as you start dialing.
2. Press Release
to release the call. If the extension is busy, the transferred
call will automatically camp on to the line to wait until it
becomes free. You can also handle the call in one of the
following ways:
If the extension is busy
• Press [Source]
and ask what the Source party would like to do. This leaves
the Destination information displayed so that you can easily
take a message and set Message Waiting on the destination
extension, if required. (See Message Waiting on page 34.)
Or
• Press Cancel
to cancel the call. The caller remains in the Source area, but
the information in the Destination area is lost, which makes
setting Message Waiting more difficult.
Or
• Press [Override]
to intrude into the Destination party’s call if permitted by
your and the extension’s Class of Service (see Override on
page 35).To call an outside number
1. Dial the External Line Access Code ( ______ )
*.
2. Dial the telephone number.
Information about the outside call appears in the
Destination area.
Leaving a CallbackYou can request a Callback after reaching a busy line (extension
or trunk). The system monitors the line and rings the console
when the line becomes free. Note that Callbacks on outside lines
are used when all system trunks are busy, not when the called
party is busy.
To leave a Callback after reaching a busy line
• Press [Callback].Placing an outside call for an extensionExtension users can usually place their own calls. However, they
could ask you to place a call for them. Before dialing, you may want
to note the extension’s COR number (see Class of Restriction on
page 58). Check with your communications department for specific
instructions on how to handle such requests.
To place an outside call for an extension
1. Answer the call from the extension.
2. Dial the External Line Access Code ( ______ )
*.
3. Dial the telephone number.
4. Press Release
to release the call from the console and connect the extension
to the outside line.
* Use this space to record the digits you dial to access
an outside line. 
						

							Call Handling Basics 


 17
Other ways of dialingYou can use the following alternate ways of dialing a telephone
number:
Last Number Redial – instead of redialing the number of the last
outside call you placed, let the system do it for you by dialing the
Last Number Redial code ( ______ ).
*
System Speed Call – allows you to dial a telephone number by
entering a short access code. See System Speed Call on page 40.
Dial from Phone Book – useful when you don’t know the full
name of the person you are asked to find or you only know the
person’s location or department. See Phone Book on page 37.
Dial from the Scratch Pad  – allows you to dial a telephone number
you typed on an electronic notepad. See Scratch Pad on page 38.* Use this space to record the code you dial to use the Last Number
Redial feature.
Questions about Dialing Telephone NumbersCan I access a specific trunk?Yes, you can select a specific trunk to dial out on.• Dial the Individual Trunk Access Code ( ______ ).
*
• Dial the three-digit trunk number.• When you hear dial tone, continue dialing the
telephone number.
If you hear busy tone, the trunk is in use. You can,• press [Override] to interrupt the call in an emergency
Or
• press Release or Cancel to release the console from
the trunk.
What do I do if I make a mistake while dialing?If you notice the mistake before you complete dialing, pressCancel, and then re-enter the number.If you realize you transferred a call to the wrong extension,press Recover to cancel the transfer and reconnect thecaller. You can only recover a call while it is still ringing atthe extension to which it was originally transferred.* Use this space to record the digits you dial to access a specifictrunk.
Options 
						

							18 


 Call Handling Basics
Extending (Transferring) CallsYou can transfer a call to an extension or an outside number.
To transfer a call
1. Dial the destination number.
The caller is automatically placed on Consultation Hold while
you complete the transfer.
2. Press Release to connect the caller to the ringing phone.
If the called party fails to answer within a time-out period,
the transferred call (if it is an outside line) returns to the
console as a Recall.Reaching a Busy Number or an Extension
with Do Not Disturb ActivatedIf the dialed number is busy or the extension has Do Not Disturb
activated, do one of the following:
• Press [Source]
to talk with the caller in Source without losing the Destination
information. Tell the caller the requested number is busy and
ask if the caller wants to try again later or leave a voice mail
message for the busy party (see Options on the right). You
can also take a message and send the busy party a message
waiting indication (see Message Waiting on page 34).
Or
• Press Cancel and then dial a different number
if you think you can locate the requested party elsewhere.
Or
• Press [Source], and then [Redial Dest]
to redial the same destination number
Or• Press [Override]
to intrude into the extension user’s call (if permitted by
your and the extension’s Class of Service. See Override on
page 35.)
Or
• Press Release
to camp the caller on to the busy extension. (Camp-on is not
allowed if the extension has Do Not Disturb activated.) The
extension user hears two beeps to indicate a call is waiting.
When the user hangs up, the extension rings and the waiting
call is automatically connected.
Notes:  If there is no answer after a time-out period, the
transferred call (if it is an outside line) returns to the console
as a Recall.
Introducing the caller before completing the transferAfter your call is answered and you’ve had the chance to speak
with the person privately,
1. Press Release to complete the transfer.
Or
2. Press [Source]
to speak privately to the party in Source; the party in
Destination is on Consultation Hold. To speak privately to the
party in Destination again, press [Destination].Transferring a call to a voicemail boxThe Voicemail key on the console keypad allows you to transfer
calls directly to an extension user’s mailbox. You can use the key
for transferring recalls only—that is, calls returned to the console
because the extension went unanswered.
Note: This feature requires an access code, which must be
entered into the console using the Options command on the
Tools menu. For more information, see page 33.Options 
						

							Call Handling Basics 


 19
Transferring a call to an outside numberYou can request a meter pulse count for the call from the
telephone company operator. Upon completion of the call, the
console will ring. When you answer, the meter pulse count will
display on the console screen. Ask your communications
department for further information about this feature.
Questions about Transferring CallsWhat do I do if the destination to which I amtransferring a call is not answering?• Press [Source] to reconnect the Source call and retain
the Destination information. This gives you more optionsto handle the call because softkeys, such as [RedialDest], remain on screen.Or
• Dial a different number if you think you can locate the
requested party elsewhere.Or
• Press Cancel to reconnect to the Source call but clear
the Destination information.
Do I need to press Release when answering severalcalls in a row?No. If you use the Answer key to answer calls, pressing thekey will transfer the current call to the dialed destinationand connect you to the next call waiting. This only works ifyou have calls in both the Source and Destination areas.What should I do if a caller wants to speakto one person, and then another?If an outside party wants to speak with several people in arow, use the Serial Call feature (see page 38). When theoutside party completes the first call, you receive a Recalland can then dial the next person’s number.Can I transfer a call to another console?Yes, by dialing the extension number of the other console.You can transfer calls to other consoles but you cannot putanother attendant on hold. 
						

							20 


 Call Handling Basics
Holding and Retrieving CallsYou can place up to six callers on hold while you check for
information or page the person that the caller is requesting.
To place a call on hold
• Press Hold.
Information about the call appears in the Calls On Hold area.
To retrieve a call on hold
You can retrieve a call on hold only when the Source and/or
Destination area on the screen is clear.
• Press Retrieve, and then dial the position number of the call
(1-6) you want to retrieve.
Or
• Press Retrieve and then the star key (
*) on the keypad to
retrieve the longest-held call.
Hold RecallIf a call is left on hold longer than the time-out period, it recalls
the console. The console beeps (or rings if you are not engaged in
a call) and a Call Waiting icon (
) appears in the Calls On Hold
area next to the call that is recalling. Answer the recall using the
procedure for retrieving a call on hold.To connect a call on hold to the Source or Destination party
1. Press Retrieve.
2. Dial the position number of the call (1-6) you want to retrieve.
3. Press [Source] or [Destination]
if you want to speak privately to either party.
4. Press Release
to connect the parties and release the console from the call.
To connect two calls on hold
Be sure the Source and Destination areas are both clear.
1. Press Retrieve, and then dial the position number of the first
call on hold.
Information about the call appears in the Source area.
2. Press Retrieve and dial the position number of the second
call on hold.
Information about the second call appears in the Destination
area.
3. Press Release
to connect the parties and release the console from the call.
Questions about Hold and RetrieveCan I place a conference on hold?Yes. If you can’t find a person needed for the conference,you can place the conference on hold until you locate theperson. For more information, see page 21.What does 
 in the Calls On Hold area signify?
It signifies that the call was the last one placed on Hold.Options 
						

							Call Handling Basics 


 21
Conference CallsUp to eight parties (including yourself) may be connected to form
a conference call.
To set up a conference call
• With the two parties connected to the console—one in the
Source area and the other in the Destination area—press
[Conference].
To split a conference to speak privately to either caller
• Press either [Source] or [Destination].
To add more parties to a conference
1. Dial the number of the next party.
The word “Conference” and a Conference number now appear
in the Source area, and the number of the dialed party
appears in the Destination area.
2. Press [Conference].
The new party is added to the conference. The parties already in
the conference hear a brief tone each time a party is added.
If the line is busy or unanswered or the person is
unavailable,
• Press Cancel.
to reconnect to the conference. You may continue dialing to
add more parties to the conference.
To release the console from the conference
• Press Release.
Once you release the conference, you cannot re-enter it.
Placing a Conference on HoldIf you can’t find someone needed for the conference, you can place the
conference on hold until you are able to locate the person.
To place a conference on hold
• Press Hold.
The conference is on hold. The parties in the conference can
speak to each other—only you are removed from the call.
Check on the conference periodically, because the parties in
the conference cannot get in touch with you.
To retrieve a held conference
You can retrieve a conference only when the Source and/or
Destination area on your screen is clear.
1. Press Retrieve.
2. Dial the hold number of the held conference.Options 
						

							22 


 Call Handling Basics
Answering RecallsIf an external call transferred from the console to an extension is
not answered with a certain time, the call returns to the console
as a recall. The call waiting icon (
) appears above the [Recall]
softkey. Because Recalls are given priority, they will be answered
first when you press Answer. You can also use the [Recall]
softkey to answer recalls.
To answer a Recall
The Source and Destination areas must both be clear.
1. Press [Recall].
Or
2. Press Answer.
You are now connected and may ask if the caller wants to
continue waiting or wants you to ring another extension.
3. Depending on what the caller wants, you have several options
at this point:
• Press [Redial Dest] if the caller wants to continue
waiting.
• Dial another extension.
• Press Release to disconnect the call.
• Press Voicemail to transfer the caller to the extension’s
voicemail box.
Note: Serial calls will also recall the console. See Serial Call on
page 38.
Recovering the Last Released CallUse the Recover key on the console keypad to retrieve a call that
you transferred to the wrong extension. To successfully recover
the call, you must press Recover while the extension is still
ringing. Also, you cannot have started another action, such as
dialing or answering a call, following the transfer.
To retrieve the last call transferred from the console
Press Recover.
Note: This feature requires an access code, which must be
entered into the console using the Options command on the
Tools menu. For more information, see page 33. 
						

							Advanced
Features