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Manual AT&T 518-455-710

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  • AT&T 518-455-710 - page 1

    AT&T PARTNER ® Plus COMMUNICATIONS SYSTEM PARTNER Plus Attendant Installation and Use ...

  • AT&T 518-455-710 - page 2

    Copyright © 1991 AT&T All Rights Reserved Printed in U.S.A. AT&T 518-455-710 Issue 1 April 1991 Notice Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change. Federal Communications Commission (FCC) Information This equipment has bee ...

  • AT&T 518-455-710 - page 3

    Contents 1 Setup Decisions ■ Overview ■ Determining the Call Answering Mode ■ Determining the Number of Attendants Required ■ Determining the Attendant Extensions and Transfer Return Extensions ■ Determining Lines the Attendant Will Answer ■ Determining the Route Plan ■ Allocating Time for Announcements ■ Music-on-Hold Source ■ An ...

  • AT&T 518-455-710 - page 4

    Setup Decisions 1 Contents Overview ■ ■ ■ How the Attendant Answers and Transfers Calls: an Example Answering an Attendant-Transferred Call Setup Decisions: An Introduction Determining the Call Answering Mode ■ ■ Immediate Call Answering Mode Backup Call Answering Mode Determining the Number of Attendants Required Determining the Attendan ...

  • AT&T 518-455-710 - page 5

    Overview The PARTNER ® Plus Attendant provides automatic call answering and redirection for your PARTNER ® Plus Communications System (Release 2 or later). The Attendant helps your business handle incoming calls efficiently, even after business hours and on holidays and weekends. It can serve as a backup for a busy receptionist, or it can serve a ...

  • AT&T 518-455-710 - page 6

    presses 1, the Attendant puts the call on hold and tries to transfer it to exten- sion 20. While the Attendant attempts the transfer, the caller hears the Hold Announcement ("One moment please"), followed by music (because ABC has a music-on-hold system connected to the system’s control unit). What happens next depends on the status of ...

  • AT&T 518-455-710 - page 7

    Caller Does Nothing The caller’s last alternative is to do nothing (the caller does not dial a route or extension, or has a rotary phone). The Attendant automatically puts the call on Route 0. Again, at ABC the call would be transferred to extension 10, the Destination extension for Route 0. NOTE: Route 0 is called the "Automatic Route." ...

  • AT&T 518-455-710 - page 8

    3 . For each Attendant, determine the Attendant extension (the extension the Attendant will be connected to) and the Transfer Return extension (the extension to which calls will be routed if a Destination extension does not answer). 4 . Determine the lines to be answered. 5 . Determine the route plan for the Attendant (that is, the routes and their ...

  • AT&T 518-455-710 - page 9

    Backup Call Answering Mode In Backup Call Answering mode (Figure 1-2), incoming calls ring at the recep- tionist first. If the receptionist doesn’t pick up within a specific number of rings, the Attendant answers the call, playing an announcement that prompts the caller to either choose a route or hold for the receptionist. Backup Call Answer- in ...

  • AT&T 518-455-710 - page 10

    Determining the Attendant Extensions and Transfer Return Extensions Each Attendant connects to its own extension jack on a 206 module. When determining Attendant extensions, keep the following guidelines in mind: ■ ■ Do not connect Attendants to "power failure transfer" extensions 10, 16, 22, or 28. The Attendant cannot share an exten ...

  • AT&T 518-455-710 - page 11

    For each route, you must identify a Primary Destination extension and, if you wish, a Secondary Destination extension. (The Attendant will try ringing the Primary first, then the Secondary if the Primary is busy. See page 1-2, "Exten- sion Is Busy"). You can also identify different Primary and Secondary Destina- tion extensions during the ...

  • AT&T 518-455-710 - page 12

    Allocating Time for Announcements As described in the ABC Supermarket example, each Attendant can have 5 announcements, with a maximum total length of 64 seconds for all announce- ments. Table 1-2 shows the factory-set length for each announcement. Type of Announcement Factory Setting Description Day 20 secs Greets callers when the Attendant answer ...

  • AT&T 518-455-710 - page 13

    messages and information about your business to your customers. For informa- tion, call your AT&T Sales Office at 1 800 247-7000 or the AT&T Sourcebook at 1 800 451-2100. NOTES: ■ To have music on hold, your system’s Music-on-Hold setting must be "active" (the factory setting). See page 2-10 for programming information. ■ Yo ...

  • AT&T 518-455-710 - page 14

    Attendant with Routes and Secondary Destinations ABC Supermarket uses two Attendants to answer the phone number published in the local directory. (The Attendants do not answer other incoming lines— such as the owner’s private line.) Using two Attendants ensures prompt call answering, usually within two rings. During business hours the Attendant ...

  • AT&T 518-455-710 - page 15

    Only the planning form for the first Attendant is shown. The Answer Delay for the second Attendant should be set to 2 rings for both day and night; other settings are the same as those for the first Attendant. PARTNER Plus Attendant Planning Form (complete one form for each Attendant) Attendant: System Attendant Extension: 2 1 Programming System ex ...

  • AT&T 518-455-710 - page 16

    Attendant with Answering Machines for System Answer Assurance and Messaging At Doe, Smith, and Jones (Attorneys), the receptionist (Jim) handles most incoming calls, with an Attendant as his backup. When Jim is unavailable, the Attendant answers—the caller can hold until Jim is free or press 1 to leave a message. (Unlike ABC Supermarket, the Atte ...

  • AT&T 518-455-710 - page 17

    PARTNER Plus Attendant Planning Form (complete one form for each Attendant) Attendant: System Attendant Extension: 2 0 Programming System extension where Attendant is connected Call Answering Mode: ❑ Immediate. Attendant answers first (immediate Line ✓ ❑ Ringing for Attendant; delayed or no ring for receptionist) Backup. Receptionist answers ...

  • AT&T 518-455-710 - page 18

    First- and Second-Level Attendants Auto City has a sales department that stays open after the others are closed. Its sales staff has a reputation for professional service, so there is one Atten- dant to answer the main phone number (Attendant A) and a second Attendant (Attendant B) dedicated to Sales. The dealership can quickly route calls to the c ...

  • AT&T 518-455-710 - page 19

    PARTNER Plus Attendant Planning Form (complete one form for each Attendant) Attendant: System Attendant Extension: 1 1 Programming System extension where Attendant is connected ✓ ❑ Call Answering Mode: Immediate. Attendant answers first (immediate Line Ringing for Attendant; delayed or no ring for receptionist) ❑ Backup. Receptionist answers ...

  • AT&T 518-455-710 - page 20

    PARTNER Plus Attendant Planning Form (complete one form for each Attendant) Attendant: System Attendant Extension: 3 0 Programming System extension where Attendant is connected ✓ ❑ Call Answering Mode: Immediate. Attendant answers first (immediate Line Ringing for Attendant; delayed or no ring for receptionist) ❑ Backup. Receptionist answers ...

  • AT&T 518-455-710 - page 21

    Installation and Programming 2 Contents Important Safety Instructions Hardware Requirements The Attendant Unit ■ Front Panel ■ Back Panel Installing the Attendant Programming Guidelines ■ Introduction ■ Using the Programming Charts Attendant Programming Clock Business Days Business Hours Reallocating Announcement Lengths Recording Announcem ...

  • AT&T 518-455-710 - page 22

    Important Safety Instructions Always follow these basic safety precautions when using the Attendant: 1. 2. 3. 4. 5. 6. 7. 8. Read and understand all instructions. Follow all warnings and instructions marked on the product. To prevent the product from overheating, DO NOT stack Attendants or place them in a separate enclosure, unless proper ventilati ...

  • AT&T 518-455-710 - page 23

    Hardware Requirements 206 MODULE R2.O PROCESSOR MODULE R2.O Each Attendant connects to its own extension jack on a 206 module. When installing Attendants, keep the following guidelines in mind: ■ The system’s processor module (the module in the center slot) must be Release 2 or later. See the illustration in the left margin. ■ Multiple Attend ...

  • AT&T 518-455-710 - page 24

    Back Panel The back panel (Figure 2-2) has the switches, connectors, and jacks neces- sary for installation. 10VAC Connects AC power serial i/o Used for maintenance purposes to line Modular phone cord from 206 module connects here reset Recessed button resets the unit (see Appendix B) setup Position of setup switches (on or off) determines how the ...

  • AT&T 518-455-710 - page 25

    Attendant Power Cord Phone Cord Mounting Bracket 1 2 3 Make sure the above parts are enclosed. If any parts are missing, call the Helpline at 1 800 628-2888. 4 5 6 A Making sure all setup switches are OFF (up), plug one end of the modular phone cord into the "to line" jack on the back panel of the Attendant. B Plug the other end of the ph ...

  • AT&T 518-455-710 - page 26

    Programming Guidelines Introduction Once you have decided how you want the Attendant to work with your telephone system and have connected the Attendant to the system’s control unit, you are ready for programming. Programming modifies the Attendant and the system’s control unit so they work together correctly. Two kinds of programming need to b ...

  • AT&T 518-455-710 - page 27

    Change this setting . . . If you want to . . . See page . . . Adjust the clock ahead or back by one Clock 2–6 hour (for Daylight Saving or Daylight (dashed Standard Time only) box) Set the current day, date, and time Clock 2–6 Close the office for a particular day (for Business Days 2–6 example, for a holiday) (dashed box) Change your regular ...

  • AT&T 518-455-710 - page 28

    Attendant Programming Instructions 1 . Enter Attendant Programming mode A. B. Dial the Attendant. If on site, dial the Attendant extension using your phone’s handset. If off site, dial a tele- phone number that is answered by the Attendant. Wait for an answer. If you do not enter a security code within four seconds, the Attendant will transfer yo ...

  • AT&T 518-455-710 - page 29

    Business Hours Defines normal business hours for each day of the week so caller hears the right announcement. If your business is open 8:30–5:00 Monday–Friday (the factory setting), skip this procedure. DIAL DIAL DIAL DIAL [ ★ ] [ 7 ] [ 3 ] one digit for the day of the week: 1=Sunday 5=Thursday 2=Monday 6=Friday 3=Tuesday 7=Saturday or 4=Wedn ...

  • AT&T 518-455-710 - page 30

    Routes see example Example: Programming Routes for ABC Supermarket The following instructions show how to program the routes NOTE: Program all Destination extensions before programming for the ABC Supermarket example setup described on disconnects. page 1-10: To program a route for transfer to a Destination To program Route 0: extension: DIAL [ ★ ...

  • AT&T 518-455-710 - page 31

    Automatic Tries to Route 0 (Day) Sets the number of times the Attendant will automatically transfer a caller to Route 0—when the caller does not dial a route or extension during the Day, Night, or Transfer Fail announcement—before the Attendant hangs up (during business hours). DIAL [ ★ ] [ 2 ] [ 9 ] [ 0 ] [ 6 ] DIAL Number of transfer attemp ...

  • AT&T 518-455-710 - page 32

    System Programming for Attendant Operation Instructions 1. 2. 3. 4. At extension 10, place programming overlay on MLS-34D or MLS-12D phone. Press [ Feature ] [ 0 ] [ 0 ] [ System Program ] [ System Program ] to enter System Programming mode. Follow boxed instructions for the setting(s) you want to change. When setting up the Attendant for the first ...

  • AT&T 518-455-710 - page 33

    Transfer Return Extensions (page 1-6) Automatic Extension Privacy Identifies the Transfer Return extension for each Attendant If the receptionist wants to be able to pick up calls after extension. A call returns to this extension when a Destina- the Attendant has already answered (by pressing a line tion extension for a call transferred by the Atte ...

  • AT&T 518-455-710 - page 34

    Testing for Proper Operation Follow boxed instructions below to ensure the Attendant answers and transfers calls correctly. Testing Basic Operation Test basic operation for both day and night operation. ENTER DIAL EXIT DIAL DIAL VERIFY LET VERIFY REPEAT ENTER DIAL EXIT REPEAT ENTER DIAL EXIT Attendant Programming mode (see page 2-6) [ ★ ] [ 7 ] [ ...

  • AT&T 518-455-710 - page 35

    Planning Form A This appendix is a two-page planning form to use for recording the setup decisions described in Chapter 1. Use a pencil in case you want to change the setup later. If you have more than one Attendant, use photocopies of the form. Additional blank forms can be obtained from the AT&T Customer Information Center at 1 800 432-6600 i ...

  • AT&T 518-455-710 - page 36

    PARTNER Plus Attendant Planning Form (complete one form for each Attendant) Attendant: System Attendant Extension: Programming System extension where Attendant is connected Call Answering Mode: ❑ Immediate. Attendant answers first (immediate Line Ringing for Attendant; delayed or no ring for receptionist) ❑ Backup. Receptionist answers first (i ...

  • AT&T 518-455-710 - page 37

    Announcements Standard Announcement Day Thank you for calling . If you know the two-digit extension you want and are at a touch-tone phone, please dial it now: For , press 1 now. For , press 2 now. For , press 3 now. For , press 4 now. For , press 5 now. Or stay on the line for assistance. If Your Announcement Is Different Duration (secs*) (20 secs ...

  • AT&T 518-455-710 - page 38

    PARTNER Plus Attendant Planning Form (complete one form for each Attendant) Attendant: System Attendant Extension: Programming System extension where Attendant is connected Call Answering Mode: ❑ ❑ Immediate. Attendant answers first (immediate Line Ringing for Attendant; delayed or no ring for receptionist) Backup. Receptionist answers first (i ...

  • AT&T 518-455-710 - page 39

    Announcements Day Standard Announcement Thank you for calling . If you know the two-digit extension you want and are at a touch-tone phone, please dial it now: For , press 1 now. For , press 2 now. For , press 3 now. For , press 4 now. For , press 5 now. Or stay on the line for assistance. If Your Announcement Is Different Duration (secs*) (20 secs ...

  • AT&T 518-455-710 - page 40

    Troubleshooting B If you have difficulty installing, programming, or using the Attendant, use the information in this appendix to attempt to solve the problem. If you still need help, AT&T customer support personnel are ready to assist you. In the U.S. call this toll-free number 24 hours a day: National Service Assistance Center Helpline 1 800 ...

  • AT&T 518-455-710 - page 41

    Out-of-Service Codes If the Attendant detects a serious problem, it automatically goes into an out-of- service state. This means the Attendant will not answer calls (the caller hears ringing but the Attendant will not pick up the call). The "battery" light on the front panel blinks 1 to 10 times, pauses, then repeats the pattern. The patt ...

  • AT&T 518-455-710 - page 42

    Invalid Extensions and Routes If a caller dials an invalid extension, the way the Attendant transfers the call depends on the extension the caller tries to dial: ■ ■ ■ ■ ■ If the caller dials the number for an extension on a 206 module that does not have a phone connected to it, or for an extension on a 200 module, the Attendant detects r ...

  • AT&T 518-455-710 - page 43

    Attendant Disconnects Callers After They Select Routes This problem occurs if the Attendant extension is in the Night Service Group and there is a System Password programmed. You cannot program a System Password if you put Attendants in the Night Service Group. Also be sure that each Attendant does not have Outgoing Call Restrictions and does not h ...

  • AT&T 518-455-710 - page 44

    Specifications C System Equipment Required One PARTNER Plus system processor module required (Release 2 or greater) At least one 200 or 206 module per Attendant is required on the system. Maximum four Attendants per PARTNER Plus system. Attendant must connect to a Release 2 or greater 206 module and can plug into any extension jack except 10, 16, 2 ...

  • AT&T 518-455-710 - page 45

    Power Failure Programming (except recorded announcements) saved Operation eight weeks after power failure if battery is fully charged at time of power failure Recorded announcements saved 3 hours Telephone Line Management Analog loop start Ring detection DTMF dialer/receiver Call progress detection Serial Port RS-232C 9600 bits per second, full dup ...

  • AT&T 518-455-710 - page 46

    Index ABC Supermarket answering calls at, 1-1 to 1-3 example, 1-1 to 1-3, 1-10 planning form, 1-11 programming routes for, 2-8 route plan, 1-7 setup, 1-10 Abbreviated ringing, 1-2 AC power jack, 2-2, 2-3 Alert, external, 1-10 Announcements after power failure, B-4 changing time allocations for, 1-8, 2-7 Day, 1-1, 1-8 Night, 1-1, 1-8 Hold, 1-2, 1-8 ...

  • AT&T 518-455-710 - page 47

    Maximum extension, B-5 Messaging, 1-12 Minimum extension, B-5 MLS-12D phone, 1-3, 1-7, 2-4 MLS-34D phone, 1-3, 1-7, 2-4 Modem lines, 1-6 Mounting requirements, C-1 Music-on-hold, 1-8, 1-10, 2-10 Multiple Attendants determining number, 1-5 examples of use, 1-10, 1-14 installing, 2-1, 2-3 lines answered by, 1-6 trouble with, B-5 Night announcement, 1 ...

  • AT&T 518-455-710 - page 48

    Comcode 106 449 689 AT&T 518-455-710 Issue 1 April 1991 Graphics © AT&T 1988 ...

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