Mitel SX 200 DIGITAL Pabx General Descriptions Manual

							System FeaturesConditions
The following conditions apply to this feature:
lIf there is no hold timeout point and recordings are given, then for loop
start trunks that do not provide release supervision, the system does not
disconnect the trunk; the trunk remains on music on hold. It is important
to provide a routing point for these unanswered calls to ensure that the
loop start trunk is either answered, or timed out for no answer and then
released.l
Agent Hunt Groups are special hunt groups; hunt group conditions plus
some additional features apply to them.
lCircular hunting is advised for the agent hunt group to distribute the calls
in the group. There is no distribution of calls based on workload or wait-
ing time; see AUTOMATIC CALL DISTRIBUTION 
(ACD).l
Campon to agent hunt groups follows the normal campon to hunt groups.
The recording and reroute features are available once a caller has campedon to the agent hunt group.
lFeatures available for hunt groups, such as Trunk Campon Warning Tone
and Swap 
Campon, are available to agent hunt groups.
lThe recording hunt group is selected from the tenant of the first pro-
grammed member of the hunt group.l
If there is no recording programmed, then no music is provided; it is only
provided after the recording.
lThe system provides a recording for the caller as soon as a recording device
is available.
lAt least one hunt of the agent hunt group is done before the waiting
timeout is done (regardless of the waiting timeout length).
lIf the waiting timeout time is set to 0 seconds then the timeout effectively
is an overflow busy point for the agent hunt group.l
A reroute is done for the waiting timeout.l
If the caller is listening to a recording at the time of the waiting timeout,
the recording is terminated before the reroute is done. If the waiting time-
out occurs while listening to music and if a 
campon is done on the reroute
point then music is maintained while waiting for the busy reroute point.
Otherwise it is removed and normal call progress tones provided.l
The waiting timeout is ignored if the caller is ringing an agent at the time.
lIf the waiting timeout occurs while ringing a recording device then the
ringing recording device stops ringing and the caller is rerouted to thetimeout point.
lBy default all agents are logged into an agent hunt group.
lLogging out of an agent hunt group only prevents calls from being pres-
ented to the agent set from the agent hunt group. Other features are not
affected. This is in addition to the effects of Do Not Disturb and Forward-
ing on hunt group members. 
						

							Features Description
lAn agent that is logged out will not be selected to receive campon beeps
and the Swap 
Campon capability for the hunt group; see SWAP CAMPONand 
CAMPON WARNING TONE.
lWhen an agent becomes available and is rung by a waiting caller, the re-
cording or music is removed and the caller hears 
ringback tone.
0UCD agent hunt groups and ACD agent groups are completely separate
and different entities. The first is a collection of devices, and the second is
a collection of agent id codes.
lThe Campon Warning tone can be turned off for members of the agenthunt group; see 
CAMPON WARNING TONE.
ProgrammingEnter a series of extension numbers into a hunt group in CDE Form 17 (Hunt
Groups). Press the GROUP TYPE 
softkey, followed by the AGENT softkey.
Program a recording hunt group in CDE Form 17 (Hunt Groups); see RECORD-
ING SUPPORT.
Enter the extension of the recording device hunt group into CDE Form 19
(Call Rerouting Table), under “UCD Recording Routing For This Tenant”. TheTenant number is that of the first programmed member of the Agent hunt
group.
Enter an On Hold Time-out period via COS Option 256 (UCD Music On Hold
Timer), for each incoming trunk.
Enter an On Hold Time-out answering point extension into CDE Form 19 (CallRerouting Table), under “UCD Time-Out Routing For This Tenant”. The ten-
ant number is that of the first programmed member of the Agent hunt group.
Assign an access code to Feature 38 (UCD Login/Logout Code) in CDE Form 02
(Feature Access Codes); this feature is not available with Generic 1002.Enable COS Option 301 
(Campon) for the incoming trunk to camp onto the
UCD group.Operation
To log in at an Agent Set:
lDial the UCD Login/Logout Code, followed by 1.
To log out at an Agent Set:
lDial the UCD Login/Logout Code, followed by 2.
.Vacant Number intercept
Deseri ption3.119 Calls to unassigned (vacant) access codes can be routed to a given an-
swering point for completion. This point can be an LDN position on the At-
tendant Console (see CONSOLE LDN KEYS) or any valid routing point. Vacant105 3-114
9 109-094-l 05-NAIssue 3Revision 1 
						

							System Features
number intercept points can be programmed to be different or the same for
DAY, 
NIGHTI, and NIGHT2 modes of system operation.
See 
DID/DIAL-IN/lie INTERCEPTS for the same feature for DID and Tie trunks.Conditions
The following conditions apply to this feature:
lIf the required programming is not done, such calls receive reorder tone
lTelephones, DISA trunks, and CO trunks only are routed to the answer-point.
lSee DID/DIAL-IN/Tie INTERCEPTS for vacant number handling for DID and
Tie trunks.
lIf the call is routed to a console, the call is shown as an intercept call at the
console.Programming
To cause all calls to vacant numbers to be routed to a specific answering
point, program CDE Form 19 (Call Rerouting Table) with the desired answer-
ing point access code, in the appropriate column for the “Station Vacant
Number Routing For This Tenant” call type.OperationNone
Verified Account CodesDescription
3.120 Verified account codes control access to trunks and external (DISA) ac-
cess to the system by requiring that specific account codes be entered. Nor-
mally account codes are only recorded and not checked to see if they match
pre-programmed codes. This feature helps ensure accuracy for accounting
purposes, and helps inhibit fraudulent use of 
DISA lines, outgoing trunks, etc.
See also VERIFIED ACCOUNT CODES (SPECIAL DISA), RESALE 
PACKAGE,
TRUNK OPERATION (DISA).
The caller’s COS and COR can be changed 
(Travelling Class Of Service) when a
valid account code is entered to provide different features and external call
privileges.
If the caller’s COS is changed and the Direct To ARS feature is enabled in the
COS, the feature will operate immediately; see DIRECT TO ARS.
Verified Account Codes have an active/inactive status associated with each
Account Code. This allows accounts to be denied access when problems are
encountered (such as billings, non-payment).See ANALOG NETWORKING for the use of Verified Account Codes in network-
ing.
ConditionsThe following conditions apply to this feature:
9 109-094-l OS-NA
Issue 3Revision 1105 3-115 
						

							Features Description
lWhen there is a COR and COS associated with an account code, the COS
and COR apply to the device for the duration of the call. Once the device
has completed the call (goes on-hook), the old COS and COR are restored.
lThe match for account code is attempted when the account code is com-
pletely entered. For fixed length account codes this is the account code
length and for variable length account codes this is when the 
“#” is en-
tered.
lThe caller is given reorder tone if there is no exact match for the account
code entered.
lBy default, all Account Codes are active.
ProgrammingEnable System Option 05 (Verified Account Codes).
Select the number of account code digits (VARIABLE or 4 
- 12 digits) via Sys-tem Option 55 (Account Code Length).
Enter the Verified Account Codes, COS, and COR into CDE Form 33 (Account
Code Entry) as required.
Activate or deactivate Verified Account Codes in CDE Form 33 (Account Code
Entry) as required.Operation
See ACCOUNT CODES.
Verified Account Codes (Special DISA)Description
3.121 Verified Account Codes can be used to replace the DISA Access Code. A
caller who accesses a Special 
DISA trunk must dial an Account Code rather
than the 
DISA Code. By using a Verified Account Code, each DISA trunk can
have access to its own COS options through the COS and COR associated with
the account code. SMDR records each of these calls.Conditions
The following conditions apply to this feature:l
There is no minimum digits dialed before the trunk is given reorder tone as
is the case with regular DISA. The rules for dialing invalid verified account
codes apply.
lThe use of a Verified Account Code rather than the DISA Code for entry in
to the system applies on an individual trunk basis. 
DISA trunks not selected
to use the Verified Account Code still use the 
DISA Code.
ProgrammingSee programming under TRUNK OPERATION -DIRECT INWARD SYSTEM AC-
CESS (DISA) and VERIFIED ACCOUNT CODES.
Enable COS Option 808 (Special DISA) for the 
DISA trunk(s).105 3-116
9109-094-l OS-NAIssue 3Revision 1 
						

							System FeaturesOperation
To access the feature from an external line:l
Access the PABX on a specified DISA trunk - ringback is heard, followed by
dial tone.
lDial the DISA Account Code - if the system verifies the account code, dial
tone is returned; if not, the trunk is dropped.
l Dial the required number. 
						

							4. TELEPHONE FEATURES4.1 This Fart provides a description of the telephone features (rotary, DTMF,
and 
SUPERSE~telephones) available for the SX-200 DIGITAL PABX.
Add Held
Description4.2 Add Held allows a user engaged in an active call on a SUPERSET or
SUPERSET4DN telephone to add a call which is on hold on another line to the
line currently accessed.ConditionsThe following conditions apply to this feature:
Programming
Operation9 109-094-l 05-NAl
This feature is applicable to SUPERSET and SUPERSET4DN telephones
only.
lThe set must have, in addition to its prime line, an appearance of another
line.
lA private trunk line cannot be added into an established call.
lThe feature can be used to add parties into conference calls or to transfer
calls in progress to continue on another line.
l A conference on hold on a line cannot be added.
lThe party doing the add held must not have a consultation hold in prog-
ress and must not be talking to a third party.
l The console cannot be involved in the call being added to.
lThe line being added to can.be a private trunk line only if dialing on the
line (there can be no established call on the line).l
There must be less than 5 parties in the current call.l
The current call must not be on consultation hold.
lThere must be no other parties in the current call performing an add held
at the same time.
Enable COS Option 302 (Flash in Conference) in the set’s COS to allow it to
add a held line while talking to another party.
SUPfRSET4 and SUPERSET4DN Telephones
Establish a call.
Press the ADD HELD 
softkey to add a call on a previously held line into the
current call. The LCD display prompts the user to press the line select key asso-
ciated with the call on hold, and the call on the line is added into the current
call.Issue 3 Revision 1105 4-l 
						

							Features DescriptionAuto-Answer
Description4.3 When the Auto-Answer feature is active, incoming calls ring briefly, then
the set answers the call in Handsfree mode; see HANDSFREE OPERATION.
When the caller hangs up, a short burst of tone is heard over the 
SUPERSET
telephone’s speaker and the set goes idle. Call origination is not affected.ConditionsThe following conditions apply to this feature: 
_
lThere are no restrictions on the connection of Auto-Answer SUPERSET
telephones and loop start CO and D&A trunks.’
lThis feature is available at SUPERSETtelephones only.
lThe set does not actually warble; instead an alerting tone is heard through
the speaker. Call end tone is heard when the call is completed.
lIf Auto-Answer is used with the headset feature then the tones are heard
in the headset and not through the speaker.
lThe feature prevents calls directed at the prime line of the SUPERSETtele-
phone from ringing other appearances of the.prime line because the call is
automatically answered. If the call is not automatically answered (the
prime appearance or the 
SUPERSET telephone is busy) then the other ap-
pearances ring if possible.
lThe feature only operates for calls directed at the prime line af a
SUPERSET telephone.
lThe feature prevents any other line appearances on the set from causing
the set to ring. Instead, the new call ring is used to notify the set user of
new calls on other lines.l
In some cases wher’e the SUPfRSETteiephone would be put suspended at
the end of a call, a set with Auto-Answer enabled goes idle immediately.
l Auto-Answer is ignored when callbacks, recalls and hold timeout recallsring the 
SUPfRSfTtelephone.’
lIn ACD, agents can be forced into Auto-Answer mode upon login; refer to
Practice 
9109-094-620-NA, ACD TELEMARKETER Application Package.
ProgrammingEnable COS Option 600 SUPERSET (Auto-Answer) in the telephone’s CO5To provide feature key activation of Auto-Answer at a 
SUPfRSfT3DN or
SUPfRSfT4DN telephone, program an Auto-Answer feature key in the sub-
form of CDE Form 09 (StationISUPfRSfTSets).
To provide access code activation of Auto-Answer, program a Feature 02 (Au-
to-Answer) access code in CDE Form 02 (Feature Access Codes).Operation
Operation varies depending on the type of SUPfRSfTtelephone as described
below.105 4-2
9109-094-105-NA Issue 3 Revision 1 
						

							Telephone FeaturesSUPERSET 3 Telephones
To activate Auto-Answer:
lDial the Auto-Answer feature access code, followed by the digit “1”.
To deactivate Auto-Answer:
lDial the Auto-Answer feature access code, followed by the digit “2”.
SUPfRSET4 Telephones
To activate Auto-Answer:
l Press the SELECT FEATURES key.
0Dial 3. (Feature 3 is Auto-Answer (3:AUT0 ANS)).l Press the ON 
softkey.To deactivate Auto-Answer:
0 Press the SELECT FEATURES key.
0Dial 3. (Feature 3 is Auto-Answer (3:AUT0 AN’S)).
l Press the OFF softkey.
SUPERSET3DN and SUPERSET 4DN Telephones
To activate Auto-Answer:
.
lPress the Auto-Answer feature key. The adjacent LCD indicator darkens,
or,
lDial the Auto-Answer feature access code, followed by the digit “1”. If a
feature key has been programmed, the adjacent LCD indicator darkens.
To deactivate Auto-Answer:
lPress the Autc+Answer feature key. The adjacent LCD indicator, which was
dark, clears, or,
lDial the Auto-Answer feature access code, followed by the digit “2”. If a
feature key has been programmed, the adjacent LCD indicator, which was
dark, clears.
Auto-Hold
Description4.4 A 
SUPfRSETtelephone user automatically places a call on hold when
another Line Select or Speedcall key on the set is pressed. When this is not 
de-9 109-094-l 05-NAIssue 3 Revision 1105 
4-3 
						

							Features Description
sirable, a COS option can be programmed which allows a call to be placed on
hold only by pressing the HOLD key.Conditions
The following conditions apply to this feature:
l This feature applies to SUPERSETtelephones only.
lWhen the feature is disabied, calls can only be placed on hold by pressing
the HOLD key.
lSee HOLD for conditions on putting a call on hold. If the hold is not al-
lowed then the Line Select or Speedcall key is ignored.
lIf the feature is disabled, then, when another line is selected the call on
the.current line is cleared down and the system always prompts for a line
to select.
lThe auto-hold only occurs when a Line Select key is pressed while dialing
or talking, or when a Speedcall key is pressed while talking.
lIf a Line Select key is pressed when dialing, if there is a consultation hold in
progress then that party is automatically placed on hold.
ProgrammingEnable COS Option 601 
(SUPERSET- Auto-Hold Disable) to disable the Auto-
Hold feature.
OperationEstablish a call
Press any Speedcall key or Line Select key; the call is placed on hold. If a
Speedcall key is pressed, the system prompts for a line to use to start the
Speedcall call.
Background MusicDescription
4.5 This feature permits the user of a SUPERSET4, SUPERSET3DN, or
SUPERSET4DN telephone to have background music played through the set’s
speaker while the set is idle. The Music On Hold source provides the music; see
MUSIC ON HOLD.
ConditionsThe following conditions apply to this feature:
0This feature applies only to SUPERSET3DN, SUPERSET4, and
SUPERSET4DN telephones.
lBackground music is automatically temporarily suspended when a call is
placed or received; it is restored after the 
SUPERSETtelephone is returned
to idle.
ProgrammingEnable COS Option 602, Background Music in the set’s COS.105 449109-094-l 05-NA
Issue 3Revision 1 
						

							Telephone Features
For access from a 
SUPERSET3DN telephone, program a MUSIC feature key inthe appropriate 
subform of CDE Form 09 (StationslSUPERSETSets).
OperationOperation varies depending on the type of 
SUPERSETtelephone as described
below.
SUPERSET 4 Telephone
lPress the softkey under the musical note appearing on the LCD display.
lAdjust the set’s speaker volume control as necessary (this adjustment also
affects Handsfree volume).l
To turn off the music, press the musical note softkey again.
SUPERSET 3DN Telephone
To receive background music:
lPress the MUSIC feature key. The adjacent LCD indicator darkens. Music is
heard through the set’s speaker. Adjust the set’s speaker volume as de-
sired. This adjustment does not affect the Handsfree speaker volume.
To cancel background music:
lPress the MUSIC feature key. The adjacent LCD indicator, which was dark,
clears.
SUPERSET 4DN Telephone
To receive background music:
lPress the MUSIC ON softkey. Music is heard through the set’s speaker. Ad-
just the set’s speaker volume as desired. This adjustment does not affect
the Handsfree speaker volume.
To cancel background music: Press the MUSIC OFF 
softkey.
Broker’s Call (Station Swap)
Description4.6 The Broker’s Call feature allows a user of an industry-standard telephone
to alternate private conversations with two parties.
While the set user converses with the first party, the second party is on consul-
tation hold. When the user flashes the switchhook, the first party is put on
consultation hold and the user converses with the second party. The user can
alternate between the two calls indefinitely using the switchhook flash. This
differs from the more usual mode of operation in which the first switchhook9109-094-l OS-NAissue 3 Revision 1
105 4-5