Training Attendant Operators | Hitachi HCX5000I manual

CHAPTER 2: ADDITIONAL OPERATIONS

TRAINING ATTENDANT OPERATORS

Training Attendant Operators

The duplicate handset jack

Handset jack location

Monitoring and entering trainee conversations

Industry standard handsets

Recording trainee conversations

When training new attendant operators, you may want to use the duplicate handset jack.

A handset jack is located about midway down on both sides of your console.

You can plug a second handset into the unused jack so that the trainer can monitor and enter trainee conversations.

The SelecSet 500A attendant console uses industry-standard handsets so that you can use a handset from another SelecSet or analog phone while training.

You may choose to record trainees’ conversations rather than monitor them in person. If so, use the recording jack at the rear of the console, or the <RECORD> key, if your phone is equipped with one. See “Programming Your SelecSet 500A” on page 2-92.

HCXTD840, Issue 1, July 2001

2-89

Image 160

Hitachi HCX5000I manual Training Attendant Operators

Contents

Attendant Operations SelecSet 500A User Guide Table of Contents Additional Operations Appendix Testing the Console Table of Contents Selecset 500A USER’S Guide List of Figures Viii HCXTD840, Issue 1, July SelecSet 500A Fixed Keys Call restriction levels List of Tables Selecset 500A User Guide Preface About this section Purpose Intended audience Organization About Your Selecset 500A About the SelecSet 500A SelecSet keys SelecSet 500A has 21 fixed keys, 24 programmableKeys, and an 8 x 40 display. Operations are performed On the following pages Display About the display Display Line-by-line explanation of the display followsComponents Line Function When you dial Display changesAn internal Number When you connect to an internal number When youAnswer an Internal call Displaying Caller ID Information About caller ID displayRinging call Answered call Displaying Caller ID Information Procedure Displaying Programmable Key Information Displaying VIP and Language Status You see this display when you answer a VIP/language AnsweredVIP/language Call Keys Key typesYour SelecSet 500A is equipped with three types of keys These include Fixed Keys About fixed keys Key Name Function/operation Answer specific Keys used toCalls CAP keys About Call Appearance Keys CAPsFixed keys Call appearance key lamps Lamps above the CAPs show the status of each CAPThis lamp status Indicates that CAP availability Calls that ring at CAPs Soft Keys About softKeys Labels Soft key menu Press this key To do thisMSG Charge Programmable Keys Key assignment Suggested Programmable Keys AboutSuggested Key Name Purpose This display Represents this alarm Optional Programmable Keys About optional programmable keys OTQ PMS/PMS-HOBIC Indicates trouble with the PMS link and/or trouble RRB Systems only Key Lamps About lampsLamp Function CONF, Join Basic Operations About this section Calling Placing An Outside Call Placing an Outside Call for an Idle Station Next sections describe how to use these keys AnsweringAbout this section Answering your calls This key Rings when Selecset 500A User Guide Answering Returned Calls Recalls About recalls Recall AdditionalOperations Answering Coverage Calls When the coverage It rings at these keys Call originatesAbout coverage calls Answering Coverage Calls Answering Multiple Calls Handling multiple calls CAP availability Holding Method Description Using a hold Holding a Single CallLoop Fixed and additional hold loops Using the hold key Placing a conference call on hold Holding Multiple Calls Soft Park Retrieving calls in soft park Transferring About call transfer About Your Selecset 500A Switchhook-Flash To Transfer Calls Using centralOffice features Conditions Procedure Deactivating the Tone key Conferencing About Your Selecset 500A About bridged CAPs Procedure Bridged CAPs to Create a Conference Bridged Caps to Create a Creating a Multi-party Conference Dropping out of a multiparty conference Messaging MessagingUse this key To do this Turning on MW lamps without calling the station About Your Selecset 500A Procedure Turning a message waiting lamp off Messaging Retrieving Messages X T R E T U R N D E L E T E E X I T MA I L Tom Sikes sent the message About the override feature Procedure Breaking Into a Busy Station About this section Soft key features and functions Other feature operations Other feature operations Soft Key-Controlled Features Soft key features Controlling station calling privileges Call RestrictionsRestriction Definition Displayed To register call restrictions Registering Call RestrictionsPress the Featur soft key. You see this display To restrict Press Toll TOL/OP ALL Canceling Call Restrictions To cancel call restrictionsPress Featur to enter the call restrictions menu Press RESTR. Also dial the station number if your Coverage Registering Coverage Press COVER. You see this display When a valid number is entered, you see this display Canceling Coverage Dial the desired station number. You see this display You see this display When you try toInvalid Credit Limit Credit Limit Definition FeatureAbout credit limit Credit Limit About credit limit Procedure Controlling Credit LimitPress NEXT. You see this display Press Credit If the station has a zero balance, you see this display Credit value. In the following display, station 200 has If the station has a balance, the display showsCredit balance of $6.00 Various displays Your display updates to confirm the value, as followsThis display Indicates that Do-Not-Disturb About do-not-disturb Registering Do-not-disturb Following display confirms DND registration Canceling To cancel do-not-disturbDo-not-disturb To display the do-not-disturb registration, press Using a feature access code Do-not-disturb priority Has been canceledFollowing display confirms that do-not-disturb When you try to You see this display Error messagesError To ring the station Ringing a Do-Not-Disturb StationPress OVR Transferring to a Station in Do-Not-Disturb Receiving Forwarded Calls from DND Stations Example displays Incoming call while ringingIncoming Station call Trunk call This example shows the display after you answer anIncoming trunk call Setting the System Clock Procedures Press TIME. You see this display Timeout To confirmEntered time Message Please TRY Later Sorry System Error Either case, try again momentarily When you can control wakeup/ reminder Wakeup/Reminder CallsAbout wakeup/ reminder calls Terminology Second wakeups Registering a Wakeup/Reminder Call To register a wakeup/reminder call Registering a WAKEUP/REMINDER Call Canceling a Wakeup/Reminder Call Press the Cancel soft key to cancel the wakeup call Registering a Second Wakeup Call To register a second wakeup call Allow you to enter the wakeup time You see this display, which confirms registration Second wakeup Changing a second wakeup Procedure Canceling a Second Wakeup CallPress Cancel to cancel the second wakeup This display confirms the second wakeup is canceled About repeat wakeups Procedure Registering a Repeat Wakeup Wake-up menu redisplays with the repeat indication About your VIP wakeup key Procedure Displaying and Providing a VIP wakeup You see this display If you do this This happens When you press the wakeup alarm key, you see this Display Viewing the cost of calls Procedure Viewing the Cost of Calls Other Feature Operations Assigning an Account CodeAbout this Section Can perform To assign an account code using the keypad Press the desired autodial key before dialing the number Assigning an Account code UsingKeypad Alarm Indications Receiving a Combined AlarmAttendant alarms Combined alarms Calm lamp status Receiving a System Alarm Calm keyDisplay Meaning Key Receiving a PMS Alarm Receiving a VMS AlarmPMS-A lamp PMS-A key Receiving an Answer Detection Alarm Receiving a Wakeup/Reminder Call AlarmDET lamp and key WALand RAL lamps and keys To determine the source of a wakeup/reminder call Press the flashing WAL or RAL lamp. The displayIndicates which station has not responded to Reminder call, and the WAL or RAL key stops Receiving a Long Trunk Alarm About the LTA/VER key ProcedureListen for a conversation If a conversation is in progress, press Start to Receiving an E911 Alarm About E911 alarms Procedure Lockout alarm Receiving a Line Lockout AlarmAbout the line Using the Anno key Announced Calls Answering another phone’s call Procedure Answering Another Phone Using trunk group answer keys Procedure Answering a Specific Line Feature Attendant Continuous RingingAttendant Continuous Blocking and Sending Caller ID MS G A R GE A T U R ANI privacy enabled ANI privacyThis is an example of the display for a ringing call with For a ringing This is an example of an answered call with ANI privacy For an Answered call About room-to-room block Blocking Calls Between Guest RoomsTo block calls between guest rooms Trunk group select keys Procedure Calling Out on a Specific Trunk Camping-on to a Busy Station Press Join to complete the camp-on Verifying an outside line Procedure Checking a Trunk MSG Charge EAT UR About code calls Code CallsReceiving a code call To answer a Code call Dialing Frequently Called Numbers Using anAutodial key Trunk access code usually 9 is required to Access an outside lineSystem speed calling To dial system speed calling numbers Using the Conv key Procedure Extending an Incoming Data Call to a Station About intercom calls Procedure Intercom Icom Calls Night Service About the Night key When there are multiple attendantsNight service Activating Using zone paging with auto meet-me PagingAbout paging Zone paging Answering a zone Using radio Radio pagingPaging Answering a Radio Priority radio paging Parking a Call Park ProcedureAbout call Recording a Conversation Ways to record a conversation Using the record keyUse this recording To do this Method Using the recorder jack Recording jack Redialing Numbers Methods of redialing calls Last number redial LNR Saved number redial SNR To use LNR … To use SNR … If the Tone This happens when you press Key is Sending Pushbutton TonesAbout pushbutton tones Sending tones Tone key status Procedure Training Attendant Operators Trunk Answer From Any Station Tafas Tafas station How the Tafas station picks up your calls If the user has a User does this Programming Your SelecSet 500A Accode Brkn ParkCamp Prpg See -2for a description of how the programmable Key numberingKeys are numbered Determining if a key is programmed Canceling an Programming an Autodial NumberEmergency Numbers Programming a Feature Canceling a Feature Labeling Instructions Key labeling Label Quick Reference Sheet Using soft park Creating a multiparty conference call Test switch Entering Test Mode Information shown in Figure A-3is displayed Key labels Functions Key Designation Function Test procedures To find information on this test Refer to this Procedure Demonstrating Ringing Frequencies Changing the Ringing Level Figure A-4 Changing the Ringing Level Demonstrating Default Ringing Patterns Procedure Determining if a Data Adapter is Assigned Displaying Your Console ROM Level Figure A-9 Displaying console ROM version Testing the Liquid Crystal Display Testing the Liquid Crystal Display Index IX-2 HCXTD840, Issue 1, July HCXTD840, Issue 1, July IX-3 IX-4 HCXTD840, Issue 1, July