Mitel Attendant Console For Sx-2000 Superconsole 2000 User Guide

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Rerouted CallsSome users may decide to reroute their calls to your console, or
the system may be programmed to reroute certain types of calls
or all calls made at given times to your console.
The calls that are rerouted to your console may be one of
four types:
• Calls a user has forwarded (Follow Me, Busy or No Answer).
• Calls to a given number rerouted by system programming.
• Calls on certain trunks if incoming calls on certain trunks
are always “transferred” to your console.
• If the user dials a number that is rejected by the system for
any reason, Intercept Handling may be programmed to
reroute the call to your console.Call ForwardingWhen a user has forwarded his or her calls to your console,
incoming calls to that extension will ring your console. When you
answer, the called party information will appear in the
Destination area.
Note that the Destination area displays the name of the called
party, the called party’s number, and the type of Call Forwarding
that the called party programmed and that caused the call to be
rerouted to your console (Follow Me, Busy or No Answer).
Also, two softkeys are always available in this situation:
[Set Serial Call] and [Redial Dest]. Pressing [Redial Dest] will
automatically redial the called party, overriding the Call
Forwarding to your console.
System ReroutingWhen the system is programmed to redirect calls to an extension
to your console at all times, the message “Call Forward - Always
Reroute” appears in the Destination area, below the user’s name
and extension number.Transferred CallsIf you transfer an incoming call to an extension, and the
extension user transfers the call back to your console, the
message ‘‘Transferred’’ appears in the Destination area.Intercept HandlingWhen a user dials a number that the system rejects, the call is
rerouted to your console. When you answer, the appropriate
Intercept Handling message displays in the Destination area. See
System Messages on page 62 for information about the messages
that may display in that situation. 
						

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Class of RestrictionEach extension and trunk in the system is assigned a Class of
Restriction. As its name implies, a Class of Restriction (COR) may
restrict an extension (or a trunk) from accessing an external
route at a given time.
The extension’s COR is displayed in the Source or Destination
area of the console screen, along with its Class of Service and the
other information on the caller.
Here are a few examples on how the Class of Restriction can
affect users:
• The extensions with a given COR may not dial outside the
system at all, having to ask the assistance of the attendant
to do so.
• Extensions with another COR may have to go through the
attendant in order to dial long distance.
• Extensions with yet another COR may only dial certain long-
distance numbers and at given times of the day.
• Extensions with the least restrictions programmed could dial
anywhere at any time.
• The extension’s COR may change with Day, Night 1 and
Night 2 services.
• Routing may change according to the time of the day and the
day of the week, indicating different outside dialing privileges
according to the time of dialing.
Class of ServiceNot all the features described in this Guide are available on your
console or on other extensions.
An extension’s Class of Service (COS) appears, with the
information about that extension, in the Source or Destination
area of the console screen.
Each COS defines which features an extension or console can
activate. The message “Feature not allowed” appears on the
console screen when you try to access a feature not allowed in
your or the extension’s COS.
Here are some examples of how a COS could affect users:
• COS could change depending on whether the system is in
Day, Night 1, or Night 2 Service.
• Extensions without an appropriate COS could be denied
access to certain features, such as Call Override, Paging
Access or Setting Message Waiting Notification.
• You and other extension users may be required to enter an
Account Code for additional system access or when you want
to use your COS at a different extension.
• Some extension users cannot be overridden. 
						

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Feature Access Codes
FEATURE
CODE
Account Code Access
- Verifiable ____________________________- Non-Verifiable ____________________________
Associated Dataline Access ____________________________Loopback ____________________________Call Hold
- Retrieve ____________________________- Remote - Retrieve ____________________________
Callback ____________________________
- Cancel ____________________________
Call Forward
- Busy (External) ____________________________- Busy (Internal) ____________________________- Follow Me ____________________________- Follow Me Enchaining ____________________________- I Am Here ____________________________- No Answer (External) ____________________________- No Answer (Internal) ____________________________
Call Park Remote Retrieve ____________________________Call Privacy ____________________________Camp-on ____________________________
- Retrieve ____________________________
FEATURE
CODE
Clear All Features
- Remote ____________________________
Conference ____________________________Do Not Disturb ____________________________
- Remote
____________________________- Cancel Remote
____________________________
External Line Access ____________________________Forced Release ____________________________Last Number Redial ____________________________Individual Trunk Access ____________________________Message Waiting Inquire ____________________________Message Notification ____________________________
- Cancel _____________________________
Override____________________________Paging ____________________________Personal Speed Call
- Invoke ____________________________- Store ____________________________
Pickup
- Dialed Call ____________________________- Directed Call ____________________________
TAFAS -Remote Retrieve ____________________________ 
						

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GlossaryAccount Code
A code you dial to access certain system features; to apply your
Class of Service (COS) at a different extension; or to associate a
caller with an SMDR record for accounting purposes.
ARS - Automatic Route Selection
This is an application that handles long distance call routing
automatically.
Broadcast Group
When a line has an appearance on another SUPERSET™
telephone, it is said to be in a broadcast group. This means that
all extensions with that line appearance have access to and may
use that line.
Call Privacy (Data Line Security)
A COS feature which prevents an extension from receiving Camp-
on Tone -- which could interfere with data transmission.
Camp-on
A feature allowing the system to queue calls directed to a busy
extension, then automatically connects the waiting party to the
extension when it becomes free. The busy extension user hears
Camp-on Tone indicating a call is camped-on. The waiting caller
is put on hold and hears music or silence.
Class of Restriction (COR)
Control of a station or trunk’s access to trunk circuits. A station
may have up to three different CORs specified for Day, Night 1 or
Night 2 Service.
Class of Service (COS)
A level of service defined by a specific set of features that controls
an extension’s access to these features. A station may have up to
three different COSs specified for Day, Night 1 or Night 2 Service.Consultation Hold
A temporary hold applied to a call while an extension or console
user activates a feature or makes a call.
Customer Data Entry (CDE)
The entry of programmed data, specific to the customer’s
requirements. Customer data includes such items as directory
information, COS and COR allocations, and trunk data.
Direct Inward Dialing (DID)
This feature allows outside trunks to reach pre-programmed
extensions directly, without going through the Attendant console.
Direct Inward System Access (DISA)
A feature which allows callers to dial directly into the telephone
system and activate features and facilities.
External Line Access Code
A code which precedes a dialed number to indicate to the
telephone system that the telephone number is outside the
system.
Firmkeys
Keys on the console keypad that can be programmed to access
console features and system services.
Hunt Group
Extensions linked together in a group with a common (pilot)
telephone number as well as their own personal extension
numbers. Two types of hunting are available with your telephone
system: Circular Hunting and Terminal Hunting.
Circular Hunting: A new call to the Hunt Group is directed to the
first idle extension found after the extension which received the
last call. This provides equitable call distribution to all the
extensions.
Terminal Hunting: Hunting takes place in the order in which the
extensions were programmed into the hunt group. It always
starts with the first extension in the list and the hunting ends
with the first idle extension found. 
						

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Line
A telephone communications channel between switching centers
or the Central Office and the PABX.
Night Answer Point(s)
An extension user can answer incoming calls ringing the Night
Answer Point by dialing the TAFAS code.
Night Service
A system mode of operation that routes incoming calls to the
Night Answer Point(s) when the system is in Night Service and
the Attendant consoles are in Absent mode.
Pickup Group
Extensions located in one area, or with similar departmental
functions, are often placed in the same answer group.
Recall
A call returns to the console for further handling by the
attendant.SMDR - Station Message Detail Recording
This is an application that automatically logs call information
such as “length of call” and “caller extension number”, among
other things.
Switchhook Flash
Used by extension users to signal the telephone system that they
want to activate a feature.
TAFAS Code
(Trunk Answer From Any Station) A code used to answer calls
ringing the Night Answer Point(s).
Trunk
An outside line which links two switching systems. This link can
be between one or more private telephone systems and/or
between your private system and the public telephone system
(Central Office). 
						

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Hunt GroupsDialing a Hunt Group Pilot Number either from the keypad or
through the Phone Book feature, connects you to the first
available extension in that area. Contact your communications
department for more information
PilotNumber
Hunt Group
Name
Extensions
Paging ZonesUse this table to record the paging zones your system uses.
Contact your communications department for more information.
Location
Zone Code
All Zones 00
010203040506070809101112131415 
						

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System Speed Call List
Name
Number 
						

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System MessagesThese messages appear in the various areas of your screen.
Absent Feature Disallowed for Last Attendant.
Select Night Service
As the last or only attendant in the group, you cannot place your
console into absent mode.
Access Disallowed
The feature access code you’ve dialed is not available to an
Attendant.
Attendant Gr(oup)
Displayed when one attendant calls another number belonging to
one or more attendants.
Attendant Operation Re-enabled
You are back in the Operator screen from Program mode.
Broadcast Gr(oup)
Group of extensions sharing the same line. Actually, every line in
the system is part of a broadcast group, even if it appears on only
one extension (private lines, for example).
Busy
The number you just dialed is busy.
Call Announce Mode
The SUPERSET 4 telephone you have overridden has a Call
Announce facility and you are overriding without being
conferenced.
Callback - Recall
The busy extension or trunk you requested the system to monitor
is now available.
Callback Queue Full
Your request for a Callback has been denied because of
insufficient system resources.Call Forward - Always Reroute
This extension user has all calls rerouted to you.
Call Forward - Busy
This extension user is busy and has forwarded calls (Call
Forward - Call Fwd Busy) to you.
Call Forward - Follow Me
This extension user has all calls forwarded to you (Call Forward -
Follow Me).
Call Forward - No Answer
This extension user is not available, and has forwarded calls (Call
Forward - No Answer) to you.
Cancel All Features for Station # :
Enter the number of the extension for which you wish to cancel
all features.
Cancel CFFM for Station # :
Enter the number of the extension for which you wish to cancel
Call Forward- Follow Me.
Cancel Do Not Disturb for All Stations ... Completed
Confirms that the requested action has been taken.
Cancel DND for Station # :
Enter the number of the extension for which you wish to cancel
Do Not Disturb.
Cancel Forwarding for All Stations ... Completed
Confirms that the requested action has been taken.
Cancel All CFWD for Station # :
Enter the number of the extension for which you wish to cancel
all types of Call Forwarding. 
						

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Cancel Operation Abandoned
You have just pressed Quit or [No] to exit from your request
without cancelling anything.
Cancelling Do Not Disturb for All Stations
Your request is in progress.
Cancelling Forwarding for All Stations
Your request is in progress.
Cannot Activate Feature if a Party in DESTINATION
Release party in DEST and try again.
Cannot Put Connected Party On Consultation Hold
You already have a party on Consultation Hold, and you cannot
perform certain functions - for example, activating message
waiting for an extension until you clear the destination field.
Check MSG Waiting for Station # :
Enter the number of the station for which you want to check the
message waiting notification(s).
Completed
Confirmation message when the number you’ve entered is valid
and the action requested has been taken.
Class Restricted
Your Class of Service does not allow this feature.
Conference
Indication that a conference has been set up or is on hold.
Connected
Confirmation message when your call is connected to a data call.
Connected to Pager
Confirmation message that you have accessed the paging zone
and can make your announcement.COR
Indicates the Class of Restriction applicable to that station or
trunk.
COS
Indicates the Class of Service applicable to that station or trunk.
COS Violation
The caller tried to access an unavailable feature. Intercept
handling has rerouted the call to your console.
Data Line
Equipment name displayed when a data line is called.
Data Group
Equipment name when a data group is called.
Directory Number Out of Service
The caller has dialed a directory number that does not exist. The
call has been rerouted to your console.
Do Not Disturb
The extension user you dialed has activated Do Not Disturb. You
cannot call this extension unless you use the override feature.
External
Indicates a call from outside your system (a trunk call).
Feature Activated
A feature such as Do Not Disturb is activated.
Feature Cancelled
A feature such as Do Not Disturb is cancelled.
Feature Not Allowed
There is a restriction preventing you from using this feature, or
performing this action. 
						

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Guest Service
Part of the Hotel/Motel Feature package. This prompt appears in
several attendant mode operations. Pressing it places the console
in Guest Service mode immediately.
Headset or handset required for attendant operation
Plug in your headset or handset.
Holding Party Locked Out
You have left the caller on Key hold for too long, and the call is
returning to your console.
Hunt Group
Indicates that a station or trunk is a member of a hunt group.
In Auto-Answer Mode
The SUPERSET 4 telephone you have reached has activated
“Auto-Answer”.
Interconnect Failure
There are local interconnect restrictions which do not allow you
to connect the requested devices.
Interconnect Restriction
The caller’s extension is programmed with Interconnect Restriction.
Intercept Handling has rerouted the call to your console.
Internal
Indicates a call from inside your system.
Invalid Account Code
Verify your Account Code and try again.
Invalid Dialing
Verify what you dialed and try again.
Invalid Number
You attempted to dial an incorrect number. Verify your number
and try again.Invalid Trunk Number
You attempted to select an incorrect or out-of-service trunk.
Language selection option not installed
The language you requested is not installed on your telephone
system.
Locked out
Indicates a station which is out of service and cannot be accessed
or make a call.
Modem
You are connected to a modem.
Modem Busy
The modem dialed is already busy.
Modem Call
Confirmation message when you dial a modem.
Modem Group
Indicates that the modem you are connected to is in a group of
modems.
Modem Out of Service
The modem dialed is out of service and cannot be used at this time.
Monitor Busy
The extension you are trying to monitor is already being monitored
from another station.
MSG Waiting
After pressing the [Check MSG Waiting] softkey, this indicates
that the extension has message(s) waiting.
MSG Waiting OFF
Confirmation that you turned off an extension’s message waiting
indicator by pressing the [Clear MSG Waiting] softkey.