Telecommunication Systems Division ® CIX IP Attendant Console User Guide November 2007
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Contents Introduction Conventions ........................................................................................................................vi Related Documents/Media................................................................................................ vii Chapter 1 – The Grand Tour Attendant Keys.....................................................................................................................3 Numeric Keypad.......................................................
Contents Chapter 3 – User Directory Directory Dialing ............................................................................................................16 Show Department/Show All ...........................................................................................17 Hold....................................................................................................................................17 Call Transfer ..........................................................................
Contents Chapter 6 – Administration BLF Network Control Tab..............................................................................................52 Answer Priority Tab .......................................................................................................53 BLF Sorting Tab .............................................................................................................54 Backup Log Files ....................................................................................
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Introduction This guide is designed to provide instructions for the Strata CIX IP Attendant Console connected to Toshiba’s Strata CIX system. It provides step-by-step instructions on how to use the features and buttons of the Attendant screens. This user guide is divided as follows: • Chapter 1 – The Grand Tour includes information on the Strata CIX IP Attendant Console keyboard, the Main Menu, Toolbar, and other features for the Console.
Introduction Conventions Conventions Conventions Description Note Elaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items. Important! Calls attention to important instructions or information. CAUTION! Advises you that hardware, software applications, or data could be damaged if the instructions are not followed closely. Press to answer a call to the Extension Number.
Introduction Related Documents/Media Conventions Description Start > Settings > Printers Denotes a progression of buttons and/or menu options on the screen you should select. See Figure 10 Grey words within the printed text denote cross-references. In the electronic version of this document (Library CD-ROM or FYI Internet download), cross-references appear in blue hypertext. Related Documents/Media Note Some documents listed here may appear in different versions on the CD-ROM or in print.
Introduction Related Documents/Media viii Strata CIX IP Attendant Console 02/06
The Grand Tour 1 This chapter describes the Strata CIX IP Attendant Console, menu options and keyboard. It provides general instructions for PC keyboard operations and for navigating through the screens and dialog boxes. The PC for the console is designed to handle all call activity within a single screen. All calls appear in a single list. The CIX IP Attendant Console enables an Attendant to manage console settings, maintain a user directory, and make administrative changes.
The Grand Tour The Strata CIX IP Attendant Console is provided on a PC with Microsoft® Windows® 2000 operating systems. It connects to the Strata CIX processor via the LAN as a Customer Supported Telephony Application (CSTA). It also connects internally to an IP station port for the speech path. The console consists of the following items: • Pre-installed CIX IP Attendant Console software application • Keyboard • Special Attendant Keyboard stickers (CTX-KL-ATCON-VA).
The Grand Tour Attendant Keys Attendant Keys Numeric Keypad Num Lock 7 # Hold/ Retrieve / — 8 PRS TUV Home 9 Some keys have multiple functions. For example, press this key to Answer a call. Then, you can press this key to Blind Transfer the call. WXY Answer Pg Up Transfer (Blind) 4 GHI 1 5 JKL 2 ABC End 6 MNO 3 DEF + Release Pg Dn Transfer (Supv.) 0 Transfer .
The Grand Tour Attendant Keys Special Function Keys Next Tab Dial Insert Home Pg Up Source Join/ Split Dest Del End Pg Dn 6205 PC KEY ATTENDANT KEY DESCRIPTION INSERT Dial Brings up the dial menu (you can then use the arrow keys to select a dialing option). Pg Up Next Tab Navigation tool that starts with the Call List View, then moves from tab to tab. (See “Tabs” in the Call Monitor View shown on page 6.) Del Source Connects to the source party.
The Grand Tour Attendant Keys Note If you place all the key stickers on your keyboard, you will have some leftover stickers. These are for frequently used features that you can program onto keys F2~F10, such as Page, Call Pickup, Park, Park Page, and Door Unlock. See “Feature Keys Tab” on page 42. Up Left Right 6334 Down ARROW KEYS DESCRIPTION Up Navigates upward to different entries. Down Navigates downward to different entries. Left Navigates to the left. Right Navigates to the right.
The Grand Tour Views and Controls Views and Controls The View Pane contains icons for Call Monitor, User Directory, Control Panel, and Administration views. Clicking an icon activates the corresponding work area view. Call Monitor View This view is used for controlling calls. It lists all current calls and has a toolbar for easy call control. The bottom portion of the screen has tabs for changing the lower window to items important to the Attendant. (See the window shown below).
The Grand Tour Views and Controls Menu Bar The menu bar for the CIX IP Attendant consists of the Console, Call, Directory, Statistics, Messages, View, and Help menus. Toolbars The toolbar contains icons for call handling (shown below). It is another option for performing many of the keyboard or menu functions. The icon name appears when you place your cursor over a icon.
The Grand Tour Views and Controls Call Statistics Toolbar Icons Date or Date Range to include in a statistics report in the Excel format. ExportToExcel Prints the call statistics for a specific date or a range of dates. 6331 Info Bar The Info Bar is on the top of Call List View. The Info Bar displays the number of incoming calls at the moment, LCD message and the last Park Orbit number. Status Bar This provides a quick overview of the console’s status settings on the bottom of your screen.
Call Processing 2 Many of the calling features in this chapter take advantage of the “hot” keyboard. When you start typing the name or extension number of an individual, the Strata CIX IP Attendant Console begins the dialing process or searches for a match in the directory for the person being dialed. Login 1. To login, double click on the Strata CIX IP Attendant Console icon ....or click on the icon in the Microsoft Windows Start menu bar ...
Call Processing Answering Incoming Calls Answering Incoming Calls ³ To answer the highest ringing call, press Answer (+) key on the Num Lock # Hold/ Retrieve / — Hold/ Retrieve keyboard ...or click the Answer icon ...or double click on the entry. 7 PRS 8 TUV Home 9 Answer/ Transfer (Blind) WXY Answer Pg Up Transfer (Blind) 4 GHI 1 5 JKL 2 ABC 6 MNO 3 DEF + End Pg Dn 0 Transfer . to VM Ins Del Release/ Transfer (Supervised) Release Transfer (Supv.
Call Processing Releasing a Call ³ To answer a specific call ³ Highlight the call using the Up/Down arrows on your keyboard, then press Answer ...or double click on the call to answer. ³ To make notes about the current call ³ Press Next Tab or click the Prompt/Notes tab, then click in the text area with your cursor and type notes (shown below). The notes disappear when you disconnect. The Prompt/Notes tab is where you enter notes about the current call.
Call Processing Making a Call Making a Call ³ To dial using the keyboard ³ Type the number on the numeric keypad, press Release/Transfer (Enter) on the keyboard. Note If the console is idle when you dial, the view changes to the Directory tab view. ³ To dial a number from an on-screen dial pad 1. Press Dial (Insert) key ...or click the Dial Pad icon down arrow, the select the Dial Pad ...or select Call > Dial > Dial Pad. 2. Enter the number, click Dial.
Call Processing Making a Call ³ To dial a speed dial number 1. Press Alt+C, press L, then select Speed Dial ...or click the Dial icon drop-down arrow, select Speed Dial. ...or select Call > Dial > Speed Dial. The console’s Speed Dial numbers display. 2. Select a Speed Dial number, click OK. Call Completion Call Completion codes are options for when you encounter busy or Do Not Disturb (DND), or other conditions that prevent you from completing a call.
Call Processing Making a Call BLF/DSS Dialing The Busy Lamp Field/Direct Station Selection (BLF/DSS) tab provides a list of users, their extensions, and telephone status (icons). You can make calls from this tab. 1. Press Next Tab on the keyboard to select the BLF/DSS tab. 2. Use the up or down arrows on the keyboard to select an individual. 3. Press the Enter key on the keyboard (not the numeric keypad) or double click on the individual that you want to call. ...or 1. Click the BLF/DSS tab. 2.
Call Processing Making a Call Note If your CTX telephone system is networked to another CTX system (using R1.2 or later software), you can see BLF/DSS information for all users. When using versions prior to CTX 1.2, vacant stations and pilot numbers on a remote networked system appear in DND status. With R1.2 and higher, these stations will appear idle on the BLF. ³ To make a consultation transfer from the BLF/DSS tab 1. With a connected call, click on the destination party.
Call Processing Making a Call Directory Dialing The Directory tab lists the names, extensions, status, Voice Mail (VM) box, and additional phone numbers of everyone in the directory. The information in the directory is entered from the User Directory (see Chapter 3 – User Directory). It is stored in the CIX IP Attendant Console Database. The status icons are the same as the BLF/DSS. There’s also a field for Notes (far right, not shown) on each entry. 1.
Call Processing Hold Show Department/Show All 1. Click Show Department to view the directory by department or Show All to view individual listings. Departments are created in the Administration view. 2. Click the “+” in front of the Dept. Name to display department members ...or while in Dept. View, type the Dept. Name. Department members display. Hold ³ To hold a call ³ To put the current call on hold, press Hold/Retrieve ...or click on the Hold icon.
Call Processing Call Transfer Call Transfer Blind Transfer Blind transfer is when you perform an immediate transfer without announcing the call to the destination party. ³ While on an active call, dial the destination party on the numeric keypad. Press Transfer (Blind) (+) on the keyboard ...or click on the Blind Transfer icon ...or select Call > Transfer > Blind transfer. Enter destination party from the number keypad.
Call Processing Conference Calls ³ To transfer a call to voice mail 1. While connected to a call, enter the extension number to transfer to. 2. Press Transfer to VM (Del) on the keyboard. Call goes to Voice Mail ...or while connected to a call, select Call > Transfer > Voice Mail Transfer, enter the destination extension, and press Enter. ...or 1. While connected to a call, click the Transfer to VM icon. 2. Enter the extension number to transfer to. 3. Press Enter or click OK.
Call Processing Conference Calls ³ To release the last party from a conferencing call ³ Select Call > Release Last Party. Switching Between Source and Destination Parties Note You can switch between Source and Destination parties (swap) when two calls are conferenced together with the Attendant. ³ To switch to the source party, press Source (Delete) ...or select Call > Source. ³ To switch to the destination party, press Destination (Page Down) ...or click on the Destination icon.
Call Processing Paging Paging You can make paging announcements to a primary or alternate page zone. See your System Administrator for a definition of the page zone areas. Note You can assign one of the function keys (F2~F10 on your keyboard) as the Page key. See “Feature Keys Tab” on page 42. ³ To page the primary page zone 1. Click the Paging icon. The current call is placed on hold if the administration option “Automatic Hold” is enabled. 2. Make an announcement over the paging system. ...
Call Processing Call Pickup Call Pickup Call pick up provides a variety of ways for calls ringing at other stations to be picked up at this location. Some of these options require additional digits to be entered to select the CO line, a group, or station. Note You can assign one of the function keys (F2~F10 on your keyboard) as the Call Pickup key. See “Feature Keys Tab” on page 42. ³ To pick up a call at the primary location 1. Click the Pickup icon ...or select Console > Call Pickup > Primary.
Call Processing Call Door Phones Call Door Phones Note You can assign one of the function keys (F2~F10 on your keyboard) as the Door Phone icon. See “Feature Keys Tab” on page 42. ³ To call the primary door phone 1. Click the Door Phone icon ...or select Console > Door Phone > Primary Phone. If only one Door Phone was programmed in the system, the console calls the Primary Door Phone. If more than one Door Phone was programmed, continue to the next step. 2.
Call Processing Door Unlock Door Unlock Calls from Door Phones appear as a call in the call window. These calls can be answered in the same way any other call is handled. Some CTX installations provide the ability to unlock the door with the Door Unlock icon. Note You can assign one of the function keys (F2~F10 on your keyboard) as the Door Unlock key. See “Feature Keys Tab” on page 42. ³ To unlock the primary door 1. Click the Door Unlock icon.
Call Processing Call Park Call Park ³ To park a call 1. Select a call. 2. Click the Park icon. The call is parked by the system at a location set in the Administration view under the Primary setting. ³ To select primary park, alternate park, or retrieve 1. Select a call. 2. Click the Park icon down arrow, then select a park option ...or select Call > Park, then select a Park option.
Call Processing Status Status The functions and descriptions for the Attendant status are as follows: Position Active/Busy Day, Day2, Night Mode Overflow On/Off Call Forward Administrative Function BLF Network/BLF Local 6683 FUNCTIONS 26 Time Database Link Information. Blank means the link is working. DESCRIPTION Position Active/Busy Enables you to set Position Busy or Position Active. Day/Night Mode Enables you to set Day, Day 2, or Night Mode.
Call Processing Status ³ To change console, overflow, night mode or call forward (CF) destination status ³ Right click on the current status on the Status bar, then select the new choice. ...or 1. Click Console > Console Status, Overflow, or Day/Night Mode or Forwarding. A menu displays (shown right). 2. Click the new choice. The new status displays. Notes • The CF destinations are defined by the Administrator (see “Call Forward (CF) Settings” on page 39).
Call Processing Messages Tab Messages Tab This tab enables you to view existing messages or add a new message for a person listed in the Directory. You can save, delete or print messages. Messages are stored in a shared file directory available to any CTX console in your telephone system. Click to select user Message Area Click to turn on Msg Waiting light on user’s phone Click tab to view this window 6159 ³ To take a message for a user 1. Click the Messages tab. 2.
Call Processing Messages Tab Message Waiting Light If you call a busy telephone, you can set a Message Waiting light so that they will return your call. ³ To set a message waiting light on a telephone ³ From the Messages tab, you can select a user and click the Send MW button ...or you can 1. Click the Message Waiting icon. 2. Type or select a directory number. 3. Click OK. The Msg light turns on at that station.
Call Processing Messages Tab ³ To retrieve messages for a user When the user calls the Attendant console, the Message Tab automatically pops up and that user’s messages will be listed in the left hand box. 1. If the user calls from a non-matching phone or calls in from the outside, select the user’s name from the drop-down directory listing. 2. Highlight any message and the details appear in the right-hand window. ³ To retrieve messages left for the console 1.
Call Processing Contacts Tab Contacts Tab This tab provides the complete contact listing for one individual on the screen. The only item that can be changed from any Attendant position is the Notes field. ³ To view contacts, click the Contacts Tab, use the arrow buttons to move from contact to contact. Note The fields Status, Name, Job title, Department and e-mail are usually edited by the Administrator. Arrows to page through users Click in this box to type notes.
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3 User Directory You can create/add/delete users to the Directory. The User Directory List view also enables any Attendant to view the employees and groups in the user directory (shown below). 7708 The following fields appear in the User Directory list: FIELD DESCRIPTION Pg. Page number where this entry appears on BLF/DSS. Pos. Position of this entry on the BLF/DSS tab page. First Name The user’s first name. Last Name The user’s last name.
User Directory User Directory Dialog FIELD DESCRIPTION Job Title The user’s job title. Department The user’s department. Directory Number The user’s directory number. VM Box The user’s voice mail box. e-mail The user’s e-mail address. Phone 1 The user’s additional phone number. Phone 2 The user’s additional phone number. Phone 3 The user’s additional phone number. Cellular The user’s cellular phone number.
User Directory User Directory Dialog ³ To change a directory entry 1. Click on the User Directory icon. 2. Right click on a name in the directory window 3. After making new or changing entries, select Directory > Update Directory to update the Directory tab screen and the BLF tab screen. 6196 The fields are the same as described in the User Directory view. The following are buttons found on the User Directory Form dialog box. BUTTON NAME DESCRIPTIONS New Blanks out all the fields.
User Directory User Directory Dialog Directory Lists You can import and export files created in Excel into the Console’s directory. We suggest that you create a few users in the directory as described previously, then export the directory for updating. You may find it more convenient to create a directory while the console is offline (not processing calls). ³ To create a directory list offline 1. Create a file in Excel or edit an exported directory list.
Control Panel 4 This chapter explains how to set the console control features, such as setting a Call Forward destination, night time call handling, etc. Console control features are generally those that you set at the beginning and end of your shift.
Control Panel Control Panel View Control Panel View The Control Panel view contains the Status, Prompts and Feature Keys tabs. 7697 Status Tab The status tab enables you to view and edit details of the status bar items.
Control Panel Control Panel View Position Busy/Active When there are multiple Attendant consoles to handle calls, you can place a console in Position Busy status. Held and transfer recalls continue to ring the console that processed them. When the last console in the Attendant group is placed in Position Busy mode, the entire group is considered unattended. All calls will be directed to the Alternate Destination location when the entire group is unattended.
Control Panel Control Panel View ³ To create call forward menu items 1. Click the Control Panel icon. 2. From the Status tab, use the Call Forward pull-down the list to select the type of Call Forward. ...or to create a new Call Forward destination, click the Settings button. Click the CF drop-down box to select a CF call type (Trunks or All). In the next box, select a CF destination, click Apply.
Control Panel Control Panel View Prompts Tab This tab enables you to type in prompts for incoming calls through outside lines, as well as for specific lines and dialed numbers (DNIS). 7698 ³ To store a prompt 1. Click the Control Panel icon. 2. Click the Prompts tab. 3. Click in the desired cell to enter a prompt, such as “Telecom Sales Division” shown in the screen above. 4. Click OK or Apply when you are done. ³ To clear all items in one row in the DNIS section, click the Clear DNIS button.
Control Panel Control Panel View Feature Keys Tab This tab is where you assign dialing sequences to the F2~F10 keys. F-keys can be used as Speed Dial locations or to store dialing prefixes or area codes. 7699 ³ To store numbers onto keys F2~F10 1. Click the Control Panel icon. 2. Click the Feature Keys tab. 3. Click in the Name box of the F-key and enter a name. 4. Click in the F-key box and enter the dialing string. 5. Click on any tab or icon when you are done. 6.
Call Statistics 5 This chapter describes the types of information and reports available on the Attendant position. Statistics on incoming calls are collected and stored daily for each console. Each console collects information pertaining to that console only. To develop a larger set of statistics when multiple consoles are used, the files from each location can be imported into any standard spread sheet for preparing a composite report.
Call Statistics Call Statistics View Call Statistics View Call Statistics View consists of an edit box with a spin control for selecting the date for past 30 days and a list of statistics collected for each hour of the day. 7700 The following statistic attributes are displayed in columns of the statistics list: FIELD 44 DESCRIPTION Date The date of the statistics was collected. Time The time (every hour) of the statistics or the console’s start up time.
Call Statistics Call Statistics View FIELD DESCRIPTION External Calls The number of external incoming calls received per hour. Incoming Talk Time The talk time in seconds for incoming calls received per hour. External Talk Time The talk time in seconds for external calls received per hour. Total Talk Time The total talk time in seconds for all calls received per hour. Notes • A user can select a date from current date to 30/31 days prior to the current date to view the call statistics.
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Administration 6 This chapter discusses the features of the Strata CIX IP Attendant Console that apply to the Administrator. Maintenance and administration of the CIX IP Attendant Console is through the Control Panel, User Directory, and Administration work area views.
Administration Administration View Administration View The Administration view provides a view of administrative settings. It contains the Admin, Primary & Alternate, User & Dept, BLF Network Control, Answer Priority and BLF Sorting tabs. Admin Tab ³ To access the Administration tab, click the Administration icon.
The Admin tab contains the following sections: FIELD DESCRIPTION Multiple Attendant Allow multiple Attendant operations. BLF Refresh Rate Enables the Attendant to define the refresh rate for polling the CTX for BLF/DSS status. The minimum rate is 1 second. The default is 3. Automatic Dialing Enable/Disable automatic dialing. Console will transfer call as soon as name or DN is matched. Automatic Hold Enable/Disable automatic hold. Activate Incoming Call Enable/Disable activate incoming call.
Administration Administration View Primary/Alternate Tab Enables the Administrator to set one and only one Primary and/or multiple Alternates for Door Unlock, Door Phone, Paging Zone’s and Pickup Location. Also defines the names. ³ To access the Primary/Alternate tab, click Administration icon, select Admin tab. 7701 The number of doors and paging zones must match the number assigned in Strata CIX IP programming.
Administration Administration View User & Dept. Tab Enables the Administrator to setup Login User Setup Operation and Department Name Setup Operation. The maximum length of Login Name and password is 50 characters each. There are two types of access: Administrator and Operator rights. Administrator rights can have full access in the Attendant console. Operator rights only can access enabled functions. ³ To access the User & Dept. tab, click the Administration icon, select User & Dept. tab.
Administration Administration View BLF Network Control Tab This enables you to change the IP Address, port number or CTX host name. 1. To access the BLF Network Control tab, click the Administration icon, select BLF Network Control tab. 2. Make sure that the Port No. is 6000. If it is not, change this to 6000. 3. Enter refresh rate (3~30 seconds). CAUTION! Do not change the IP address, Port No., or name unless this data has been changed in the Strata CIX IP programming.
Administration Administration View Answer Priority Tab This enables you to change the priority of certain types of calls. Similarly, you can set answer priorities for specific line groups. ³ To access the Answer Priority tab, click the Administration icon, select Answer Priority tab. 7703 ³ To assign priority levels to the call types shown in the left column (see example shown above), click the up/down arrows to change the priority. “1” is the highest priority (default).
Administration Administration View BLF Sorting Tab This enables you to change the sorting order of the user directory or user list in the BLF/DSS tabs. The sort is performed within priority numbers. For example, if there are three different priority levels in the directory, priority level 1 will be sorted by Last Name (or whatever you select), then priority level 2 users will be sorted by Last Name, and then priority level 3 users will also be sorted by Last Name.
Administration Backup Log Files Backup Log Files This is an administrative function that is not performed from the Administration window. Log files are useful for troubleshooting. The CIX IP Attendant log files are unrelated to the Database Utility. Actually backing up the files is a simple procedure which can be performed by an Attendant. 1. To Backup the Log file, click the Backup Log Files icon. Wait a few seconds while the application and TSP log files are backed up into the existing log directory..\..
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Appendix – Call List The call list view provides a list of calls and related information. The following attributes of a call are displayed in the columns of the call list view: Call Attribute Description Status: Incoming The call is offered to the station and indicates a new call (Ring or NoRing). Dialing The call is in the process of dialing. RingBack The call is receiving ringback tone Announcing The call is in announcing mode. Busy The call is receiving busy tone.
Appendix – Call List Backup Log Files Call Attribute Description Reason 58 Directed Call The call is a direct dial call to the PDN. Dial 0 The call is dialed directly to the operator. Call Forward (Busy, No Answer, Busy/No Answer, Unconditional) - The call has been forwarded to the Attendant. Pickup The call was picked up. Unpark The call was parked and retrieved by the Attendant. Redirect The call was redirected to the Attendant. Hold Recall The call was recalled from hold.
Index A backup log files icon 7 BLF show tab 48 BLF network control tab 52 BLF refresh rate 49 BLF sorting tab 54 BLF/DSS tab 14 blind transfer 18, 49 from BLF tab 15 icon 7 key 3 broken database 27 busy override 13 buttons extension vi settings 40 about this book conventions vi related documents vii activate incoming call 49 add new user icon 7 administration 47, 48, 50 administration view admin tab 48 primary/alternate tab 48 user and dept.
Index D~I pickup 22 statistics view 44 transfer 18 call forward 27 create menu items 40 call park (enable) 50 call pickup (enable/assign) 50 call statistics 8, 43 called number 49 caller ID 49 cancel cancel msg waiting icon 7 message waiting 13 CF (see call forward) changing status 26 conference 19 release last party 20 console overflow 38 status 27 consultation transfer 7, 15, 18 ConsultHold 18, 57 contact tab 31 control panel view 38 CSTA 2 key 4 dial a number 12 directory lists 36, 54 directory tab 16
Index J~O help 4 hold/retrieve 3 join/split 4 next tab 4 release 3 source 4 transfer (supv.
Index P~T executive 13 P page zone alternate 21 emergency 21 primary 21 paging 21 icon 7 paging zones (assigning) 50 park a call 25 alternate 25 icon 7 primary 25 retrieve 25 park (enable) 50 park page 25 pickup 22 alternate 22 icon 7 pickup (enable/assign) 50 port 52 position active 26 busy 26, 49 primary call pickup 22 door phone 23 page zone 21 park 25 primary/alternate tab 50 print 8 prompt/notes tab 11 prompts tab 41 R reconnect database 27 IV icon 7 redial the last number 12 refresh rate 52 BLF 4
Index U~V admin 48 primary/alternate 50 user & dept. 51 BLF/DSS 14 contacts 31 directory 16 feature keysF2~F10 keys 42 messages 21 prompt/notes 11 prompts 41 time 26 time/date 38 tone/voice 13 tool bars 7 transfer 3, 15, 18 blind 18 blind key 3 supv. 18 transfer (supv.) key 3 transfer to VM 19 key 3 controls 6 user directory 33 voice mail transfer 19 icon 7 vol dn key 4 vol up key 4 volume 4 U unlock door alternate 24 icon 7 primary 24 user & dept.
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