Toshiba Perception 1 2 User Manual
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Access to Paging RELATED FEATURES 1. Class of Service Restrictions (System). 2. Meet-Me Page (Station). BENEFITS A ccess to paging is convenient to the user since it permits the utilization of a system-incorporated paging unit and eliminates the need for external microphones. Additionally, the feature’s characteristic access-flexibility allows a station to access any or all Paging zones and groups, and thus eliminates the need for dedicated Paging positions. External Zone Paging enables the customer to make announcements over external loudspeakers that can be heard over a wide area. This feature is especially applicable to large, open, or noisy environments such as automobile dealerships, warehouses, or workshops. It can also be used in conjunction with Internal Group Paging, to provide the end-user with a Paging scheme customized to his or her unique requirements. In Internal Group Paging, pages over the speakers in electronic/digital telephones are more private than zone pages. They can be made to specific groups of station users rather than physical locations. This feature is especially applicable to office environments, professional business such as law or accounting offices, and other applications in which low noise levels must be maintained. It can be used in conjunction with External Zone Paging, to provide the end-user with a Paging scheme customized to his or her unique requirements. 1-3
Account Codes: Forced, Verifiable, Voluntary DESCRIPTION Account codes enable the end-user to track both incoming and outgoing calls and then bill, allocate costs, or otherwise classify calls by type or purpose. The account code is entered either during a call, or immediately following it, and then included in the Station Message Detail Recording (SMDR) information for the call. The code can be printed out as part of an SMDR call record or, if a call accounting system is connected to PERCEPTION, manipulated as part of a customized call report. In this last case, calls can be sorted and analyzed using the entered account code as a primary variable. Typical uses of account codes include assigning billable telephone time to clients for professional services (attorneys, accountants, etc.); allocating expenses to internal cost centers for various types of business operations; classifying the nature or subject of a call for service or sales organizations. PERCEPTION gives the end-user the ability to choose between three types of account code entry: 1. Voluntary entry enables each telephone user to enter the codes when he or she deems it necessary on either incoming or outgoing calls. 2. Forced entry requires the telephone user to enter a code when making certain types of outgoing calls. (Account code entry cannot be forced on any incoming calls.) Unless the entered code is also verified, once the appropriate number of digits has been entered, the call will automatically be completed. Forced entry can be applied to all calls, or to toll calls only. Toll calls apply to the following dialing sequence: 3. Verified entry enables any code entered on an outgoing call (either Forced or Voluntary) to be verified against a list of valid account codes programmed in the PERCEPTION data base. PERCEPTION automatically completes the call if the entered code is valid. If the entered code is not valid, PERCEPTION provides reorder tone to the caller and does not complete the call. If account code entry is forced and verifiable, PERCEPTION gives the caller three opportunities to enter a valid code before disconnecting the call. If account code entry is voluntary and verifiable, PERCEPTION will continue to provide reorder tone until the caller enters a valid code or overrides code entry. Forced account codes, for all calls and/or forced toll calls only, and verified account codes can be combined so that a station user will be required to enter just one code. The code entered serves as both a forced and verifiable code. A station user gets three opportunities to enter a correct code before overflow tone is received. Forced and Verified account code entry is controlled by a station’s Class of Service, and can be separately assigned for either all outgoing calls or for toll calls only. 1-4
Account Codes: Forced, Verifiable, Voluntary Account codes can be from 1 to 12 digits in length, and PERCEPTION will only accept codes of the programmed length. There is no limit to the number of nonverified codes that can be entered. (Obviously, code length determines how many individual codes can be used-l 00 codes for a two- digit length, 1000 for three digits, etc.) Because verifiable codes utilize space in system memory, there are limits to the number of codes that can be verified based on digit length. The following matrix shows the maximum number of verifiable codes for each possible code length. VERIFIABLE ACCOUNT CODE MAXIMUMS DIGITS 1 2 3 4 5, 6 7,8 9,10 11,12 CODES 10 100 1000 1500 1000 750 600 500 OPERATION T; R;;;;ea,;mwy Account Number Before Dialing a Call: n You will hear dial tone. 2. Press the m button, or dial the access code (l B) . 3. Dial the account number on the dialpad (1 - 12 digits). n When the number is completed, you will receive recall dial tone. 4. Dial the telephone number in the usual manner. To Record a Voluntary Account Number During a Call (Incoming or Outgoing) Without a m Button: At any time before disconnect . . . 1. Ask your party to wait. 2. Press the m button. H Your connection will be placed on hold, and you will hear recall dial tone. 3. Dial the access code [I . n You will hear recall dial tone. 4. Dial the account number (1 - 12 digits). n When the number is completed, you will hear recall dial tone again. 5. Press the appropriate q button. n You will be reconnected to your party. 6. Resume your conversation. To Record a Voluntary Account Number During a Call (Incoming or Outgoing) With a m Button: At any time before disconnect . . . 1. Ask your party to wait. l-5
Account Codes: Forced, Verifiable, Voluntary 2. Press them button. n The connection will be placed on hold, the DN LED indicates the On-hold status, and the CRG LED will light. 3. Dial the account number (1 - 12 digits). H When the number is completed, the call will automatically be reconnected. 4. Resume your conversation To Record a Forced, or a Forced and Verifiable Account Code (Direct Trunk Access or Least Cost Routing): 1. Access a CO line (by dialing the DTA or LCR access code). n You will hear dial tone. 2. Dial the distant directory number. H You will hear recall dial tone. 3. Using the dialpad, dial the l- - 12-digit account code (determined in the DMDR Program). n The account code is saved to output to SMDR. H The system stores dialed directory number to auto-dial queue, and the trunk call is made. NOTE: These Forced and Forced/Verifiable Account Codes can be applicable to either all calls or toll calls only (programming option). To Record a Verifiable Account Code Before Dialing a Call: 1. 2. 3. 4. Lift the handset. H You will hear dial tone. Press them button. Dial the I- - 12-digit account code on the dialpad. n You will hear recall dial tone. Dial the Direct Trunk access code and the desired telephone number. 4 The trunk call is made. To Record a Verifiable Account Code During a Call (Incoming or Outgoing) With am Button: At any time during conversation . . . 1. Ask your party to wait. 2. Press the m button. n You wil hear recall dial tone. 4 The connection will be placed on hold, the DN LED indicates the On-hold status, and the CRG LED will light. 3. Dial the l- - 12-digit account code. n The system will store the account code to output to SMDR, and the call will automatically be reconnected. ’ l-6 4. Resume the conversation.
Account Codes: Forced, Verifiable, Voluntary To Record a Verifiable Account Code During a Call (Incoming or Outgoing) Without am Button: At any time before disconnect . . . 1. Ask your party to wait, then press the m button. n You will hear recall dial tone. 2. Dial the CRG access code. W Your connection will be placed on hold, and you will hear recall dial tone. 3. Dial the 1- - 12-digit account code. n The system will store the account code to output to SMDR. 4. Resume your conversation. To Record a Verifiable Account Code After a Call Is Completed: This procedure applies when a station user forgets to input an account code either before, or during a call. The account code can still be entered after the call is completed, provided it is done prior to disconnecting the trunk. After the call is completed and prior to the station user hanging up, the system automatically sets the ACT timer. Before the ACT timer expires . . . 1. Press the m button or dial the CRG access code. H You will hear recall dial tone. 2. Dial the l- - 12-digit account code. E The system sets the account code, the SMDR is printed out, and the line locks out. 3. Hang up. PROGRAMMING This feature is available only with D.04 and later versions of software. 1. Forced and/or verifiable account codes are assigned to individual Classes of Service in the Class of Service (DCOS) Data Block. (No programming is required to permit stations to enter account codes on a voluntary basis.) A specific Class of Service is assigned to each station in either the Electronic/Digital Telephone (DEKT) or the Standard Telephone (DSTT) Data Block. 2. Account codes that PERCEPTION will verify are entered in the Verifiable Account Code (DVAC) Data Block. Verifiable account codes can be entered from the maintenance terminal (on-site or remotely), an attendant console, or an attendant-position electronic/digital telephone. 3. Account code length (number of digits) is assigned in the Station Message Detail Recording (SMDR) Data Block. All valid account codes must be of this programmed number of digits in length. It does not matter what type of account codes are being used, a value MUST be entered in this data block for the feature to be enabled. I-7
Account Codes: Forced, Verifiable, Voluntary RELATED FEATURES 1. Station Message Detail Recording (System). 2. Class of Service (System). 3. Toll Restriction/Class of Service Override Code (System). BENEFITS A ccount codes give the end-user additional control over the operation of the telephone system. They enable additional revenue to be generated by accurately tracking billable telephone time on client calls. They also permit internal costs to be allocated among in-house cost centers for telephone expenses. And, they are flexible enough to allow the end-user to manipulate them in ways that serve the unique requirements of his or her application requirements. 1-8
Alphanumeric Trunk ID DESCRIPTION OPERATION PROGRAMMING RELATED FEATURES BENEFITS This feature enables the end-user to assign an alphanumeric name of up to 16 characters to each Central Office trunk connected to PERCEPTION. This name is displayed on the lower row of an electronic or digital telephone display while an incoming Central Office trunk call is ringing, and for ten seconds after it has been answered. If the call is forwarded, hunts, or is transferred, the name display follows the call to its final destination. The name can be used to identify a company or person in an executive- suite application, or a product or sales promotion in an Automatic Call Distribution (ACD) or inbound call-center operation, or any other information important to the end-user. It provides the station user with important information about the call before it is actually answered. This feature operates automatically once it is programmed. This feature is available only with D.04 and later versions of software. Each Central Office trunk (Incoming, Outgoing, Bothway, WATS, and Foreign Exchange) can be programmed with an alphanumeric ID of up to 16 characters in the Trunk (DTRK) Data Block. NOTE: An alphanumeric Trunk ID CANNOT be programmed for a DID or TIE trunk, or any trunk assigned as a private line. Alphanumeric Trunk ID can be assigned to Central Office trunks routed into PERCEPTION via Tl trunks. Automatic Call Distribution (Automatic Call Distribution Features). Alphanumeric Trunk ID provides station users with important information about an incoming trunk call before it is answered, enabling them to process the call more efficiently and more effectively. It is an especially important feature in Executive Suite and Automatic Call Distribution applications. 1-9
Cal/ Forward Busy (System/DID) DESCRlPTiON Call Forward Busy (System/DID) is used to automatically route incoming DID or CCSA calls, which encounter a busy tone at a station’s DID or CCSA directory number, to the attendant operator ONLY. OPERATION To Use Call Forward Busy (System/DID): 1 A. Press the m button. n The CFSB LED will flash. 2A. Dial 1 (the only number to which calls can be forwarded). 3A. Press the m button. n The CFSB LED will light steadily. . . . or . . . 1 B. Lift the handset. n You will hear dial tone. 2B. Dial the access code (IuB) . 1 You will hear recall dial tone. 3B. Dial 1. 4B. Dial 1. n You will hear dial tone. 5B. Hang up. PROGRAMMING TTn:eh~~~~D~D~~~~~~System/DID) feature access code is programmed NOTES: 1. If Call Forward Busy (System/DID) is restricted by a station’s Class of Service, then either the station will receive overflow tone (if the station utilizes a Call Forward Busy (System/DID) feature access code), or the station’s CFSB LED will not light (if the station utilizes a m button). 2. If an attendant dials the Call Forward cancel code, all Call Forward information which is currently registered within the system, will be canceled. 3. Calls may originate from stations which have forwarded their incoming calls to the attendant. 4. If Call Forward Busy (System/DID) is registered, incoming calls to the DID/CCSA DN will forward according to the registered forwarding information. Incoming calls to other DNs, which appear on a telephone, will ring normally 5. Only one type of Call Forwarding may be activated at one time. The last-registered Call Forward entry overrides all previously-assigned entries. 6. If any type of Call Forwarding and Station Hunting are set on a station simultaneously, Call Forwarding takes precedence. 7. CFSB-type forwarding can only be set to forward to the attendant operator (0). I-10
Cal/ Forward Busy (System/DID) 8. RELATED FEATURES 1. 2. 3. 4. 5. 6. 7. 8. 9. If CFSB is set on a station, and then another type of call forward (i.e., CFD) is set at that station, CFSB is temporarily deactivated. Once the other call forward is canceled, CFSB becomes reactivated again. Class of Service Restrictions (System). Call Forward All Calls (Station). Call Forward Busy/No Answer (Station). Call Forward Busy (Station). Call Forward No Answer (Station). Call Forward to Trunk (Station). Station Hunting (Station). Saved Call Forward and Message Waiting (System). Call Forward Busy/No Answer (System/DID) (System). BENEFITS This feature allows a station user to forward incoming DID calls to the attendant while forwarding other types of calls to a different location, when his or her extension is busy. This flexibility increases the end-user’s telephone productivity. 1-11
Cal/ Forward Busy/No Answer (System/DID) DESCRIPTION OPERATION PROGRAMMING Call Forward Busy/No Answer (System/DID) is used to automatically route incoming DID or CCSA calls at a station’s DID or CCSA directory number, which encounter either a busy tone or are not answered within a predetermined amount of time, to the attendant operator ONLY. To Use Call Forward Busy/No Answer (System/DID): IA. Press them button. W The CFSN LED will flash. 2A. Dial 1 (the only number to which calls can be forwarded). 3A. Press the m button. n The CFSN LED will light steadily. . . . or . . . 1 B. Lift the handset. n You will hear dial tone. 2B. Dial the access code ([[m) . n You will hear recall dial tone. 3B. Dial B. 48. Dial 1. n You will hear dial tone. 5B. Hang up. The Call Forward Busy/No Answer feature access code is programmed in the DACD Data Block. NOTES: 1. If Call Forward Busy/No Answer (System/DID) is restricted by a station’s Class of Service, then either the station will receive overflow tone (if the station utilizes a Call Forward Busy/No Answer (System/DID) feature access code), or the stations CFSN LED will not light (if the station utilizes a m button). 2. If an attendant dials the Call Forward cancellation code, all Call Forward information which is currently registered within the system, will be canceled. 3. Calls may originate from stations which have forwarded their incoming calls to the attendant. 4. If Call Forward Busy/No Answer (System/DID) is registered, incoming calls to the station’s DIDKCSA DN will forward according to the registered forwarding information. Incoming calls to other DNs, which appear on a telephone, will ring normally. 5. Only one type of Call Forward may be activated at one time. The last- registered Call Forward entry overrides all previously-assigned en tries. 6. If any type of Call Forward and Station Hunting are set on a station simultaneously Call Forward takes precedence. 7. CFSN-type forwarding can only be set to forward to the attendant operator (0). 1-12