AT&T Merlin Legend BIS22 Supervisor Manual Download Page 44 | Manualshive

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Features

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This chapter describes calling group features that may be
programmed by your system manager. Features are listed
alphabetically. Ask your system manager for the calling
group features available to your group.

Features

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Summary of Contents for Merlin Legend BIS22

Page 1: ...555 620 130 Issue 1 October 1992 MERLIN LEGEND Communications System Calling Group Supervisor s Guide ...

Page 2: ... harmful interference to radio communications Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense Canadian Department of Communications DOC Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio inter...

Page 3: ...ng on this Guide 3 1 Calling Group Overview 1 1 2 About Your Calling Group Supersvisor Telephones Calling Group Supervisor Telephones BIS 22DTelephone BIS 34DTelephone MERLIN II System Display Console MLX 28DTelephone 2 1 2 2 2 3 2 4 2 5 2 6 Contents i ...

Page 4: ...ued MLX 20L Telephone with Direct Station Selector DSS Telephone Accessories Buttons Programming a Telephone 2 7 2 8 2 10 2 20 3 ii Features 3 1 Auto Login and Auto Logout 3 2 Calling Group Message Receiver 3 3 Call Queues 3 4 Calling Group Hunt Type 3 8 Contents ...

Page 5: ...d Exiting Supervisor Mode 4 2 Monitoring Calls in Queue 4 4 Monitoring Agent Status 4 6 Changing Agent Status 4 10 5 Calling Group Agent Activities 5 1 Answering a Calling Group Call 5 2 Signing In and Out of the Calling Group 5 3 Using a Headset 5 5 Contents iii ...

Page 6: ...Contents A Calling Group Feature Codes A 1 B Programming Codes B 1 iv Contents ...

Page 7: ...lectrical shock and injury to you and damage to the equipment Read and understand all instructions Follow all warnings and instructions marked on or packed with the telephone Do not use the telephone near water as in a wet basement The telephone can be hazardous if immersed in water To avoid the possibility of electrical shock do not use it when you are wet If you accidentally drop it into water d...

Page 8: ...gas leak If you suspect a gas leak report it immediately but use a telephone away from the area in question The telephone s electrical contacts could generate a tiny spark While unlikely it is possible that the spark could ignite heavy concentrations of gas To reduce the risk of electrical shock do not disassemble the telephone There are no user serviceable parts inside Opening or removing covers ...

Page 9: ...ob such as sales or customer service This guide is for the supervisor of a calling group a supervisor or agent and explains how these telephones are programmed and used It describes the telephones used by either For information on standard features available on your telephone or for instructions and codes specific to your company see your system manager He or she is a co worker responsible for man...

Page 10: ...titute for information for which you must supply a specific value Dial feature code Constant width type is used for information on telephone display screens Select Enter Bold constant width type indicates information that you enter exactly as shown Dial 760 A smaller italic font is used for additional information provided after the step of a procedure The green light flashes 2 Conventions ...

Page 11: ...n this Guide We welcome your feedback on this guide Please use the feedback form on the next page If the form is missing send your comments to A Sherwood AT T 99 Jefferson Road Rm 2A25 Parsippany NJ 07054 Commenting on this Guide 3 ...

Page 12: ... agent and can be handled by anyone in the group Calling Group Capacity Your system may have as many as 32 calling groups with up to 20 agents per group An agent can be a member of only one group and the total number of agents cannot exceed 144 which 16 the maximum number of telephones allowed in the communications system Calling Group Overview 1 1 ...

Page 13: ...n reach the calling group on a single extension Outside callers dial a special published telephone number that bypasses directly to an available users can also transfer the system operator and connects agent The system operator and other calls to a calling group Calling an Agent Directly Each agent s inside callers telephone has its own extension number so can dial the agent directly If your syste...

Page 14: ... first out basis NOTE If you use equipment that rebroadcasts music or other copyrighted materials you may be required to obtain a copyright license from and pay license fees to a third party such as the American Society of Composers Artists and Producers ASCAP or Broadcast Music Incorporated BMI Or you can purchase a Magic On Hold system from an authorized dealer which does not require you to obta...

Page 15: ...e is assigned a position number used by the system to track who receives the next call Plays a recorded announcement to one Delay Announcement Calls in Queue Alarm 1 4 caller at a time waiting in queue Calling groups can share an announcement device Alerts supervisors and agents that the programmed limit of calls in queue has been reached or exceeded May be an external alert bell or strobe or a li...

Page 16: ...a call When active all agents are made unavailable following a power failure Allows unanswered calls to ring at an agent s telephone until the caller hangs up agent status is not changed When active all agents are made available following a power failure Allows inside callers to send display messages to a designated receiver of messages for the calling group This feature lights the message lamp on...

Page 17: ...ve calls as well as monitor and track your calling group The supervisor and agent telephones must be programmed with calling group buttons This chapter provides the procedures for programming these buttons For information on using the standard features of these telephones see your telephone user s guide or quick reference card About Your Calling Group Supervisor Telephones 2 1 ...

Page 18: ... group 2 2 are as follows Analog multiline telephones BIS 22 telephone with or without display BIS 34 telephone with or without display MERLIN II System Display Console with built in Direct Station Selector DSS MLX telephones MLX 28D telephone with or without DSS MLX ZOL telephone with or without DSS Calling Group Supervisor Telephones ...

Page 19: ...About Your Calling Group Supervisor Telephones BIS 22D Telephone BIS 22D Telephone 2 3 ...

Page 20: ...About Your Calling Group Supervisor Telephones BIS 34D Telephone BISs 34D Telephone 2 4 ...

Page 21: ...About Your Calling Group Supervisor Telephones MERLIN II System Display Console MERLIN II System Display Console 2 5 ...

Page 22: ...About Your Calling Group Supervisor Telephones MLX 28D Telephone 2 6 MLX 28D Telephone ...

Page 23: ...About Your Calling Group Supervisor Telephones MLX 20L Telephone with Direct Station Selector DSS MLX 20L Telephone with Direct Station Selector DSS 2 7 ...

Page 24: ... allow the use of headset handset and speakerphone at the same time Check with your system manager before trying to use this equipment Headsets Four headsets are available for use with your telephone The StarSet Headset has a single ear tip and is worn without a headband The Mirage Headset has a single disk shaped receiver and is worn without a headband The Supra Headset has a single disk shaped r...

Page 25: ...plifier Connects the StarSet Mirage Supra and Supra NC headsets to virtually any telephone equipped with a modular handset NOTE The Modular Amplifier is the only one suitable for use with MLX telephones Plug Prong Amplifier Connects the StarSet Mirage Supra and Supra NC headsets to operator consoles telephones equipped with a headset adapter Both amplifiers have volume and mute controls Telephone ...

Page 26: ...to use the calling group features Some of these buttons are on all the telephones others must be programmed The following illustrations show typical button layouts for a calling group supervisor using an MLX 20L telephone and BIS 22D telephone respectively MLX 20L Telephone Sample Supervisor Button Layout 2 10 Buttons ...

Page 27: ...About Your Calling Group Supervisor Telephones BIS 22D Telephone Sample Supervisor Button Layout Buttons 2 11 ...

Page 28: ...r more of these buttons are labeled either ICOM Intercom or SA System Access You have either ICOM or SA buttons but not both On telephones with ICOM buttons you use ICOM buttons for inside calls and buttons labeled with telephone numbers for outside calls On telephones with SA buttons you can make both inside and outside calls on SA buttons You must enter a dial out code usually 9 before you make ...

Page 29: ...e ringing call Dial a dial out code such as 9 before the telephone number to make an outside call SA Voice Use this button to make voice announced inside calls Your voice is heard over the person s speakerphone instead of the telephone ringing You can also use this button to receive inside calls and make or receive outside calls including calls to the calling group To make an outside call dial a d...

Page 30: ...screen calls for another person you may be assigned Shared SA buttons Each Shared SA button corresponds to your co worker s SA Ring or SA Voice button When you use these buttons to make calls they work the same as your own SA Voice or SA Ring buttons 555 1234 Use any button labeled with a telephone number to make or receive outside calls only This is called a personal line It is a direct outside l...

Page 31: ... Buttons These buttons are defined as follows ICOM Ring Use this button to make ringing inside calIs On this button you can receive inside calls calIs to the calling group and outside calls transferred to you However it cannot be used to make outside calls Buttons 2 15 ...

Page 32: ...Use this button only to make inside calls You will not receive calls on this line 555 1234 Use any button labeled with a telephone number to make or receive outside calls only It is a direct outside line to your telephone and it works like your telephone at home If a telephone number appears on your telephone or a specific group of telephones it is called a personal line POOL Selects an outside li...

Page 33: ...Multiline Telephones later in this chapter Calling Group Feature Buttons For more information on programming and using calling group feature buttons for calling group supervisor activities also see Chapter 4 These buttons are defined as follows Agent Use these buttons to monitor agent availability status by looking at the lights beside the buttons on your telephone labeled with either the agent s ...

Page 34: ...feature Agent Status Use these buttons to change the status of an agent s extension from your telephone Your telephone needs two status buttons Available and Unavailable The agents in your calling group can also use programmed buttons to change their own status However agents need only an Available button to switch in and out of available status Programmed Calling Group Feature Buttons 2 18 Button...

Page 35: ...he extension number for the calling group so you can monitor the queue for that group You need one Calls in Queue Alarm button for each calling group you supervise When the number of calls in the queue reaches a programmed limit the light beside the button lights and remains on until the number drops below the limit Agent telephones can also be programmed with a Calls in Queue Alarm button for mon...

Page 36: ...ing group agents extensions Also the buttons may be already labeled with the agents names extension numbers or another identifier chosen by your system manager Check with your system manager if you re not sure which extensions are included in your calling groups To Program an Agent Button on Supervisor MLX Display Telephones 1 2 3 4 5 6 Label the button with the agent s name or extension Press Men...

Page 37: ...Home To Program an Agent Button on Supervisor Analog Multiline Telephones 1 2 3 4 5 6 7 Label the button to be programmed with the agent s name or extension Slide the T P switch to the P position Press the button labeled with the agent s name or extension Dial 22 Dial the extension number Repeat Steps 3 through 5 to program additional buttons Slide the T P switch to the center position Programming...

Page 38: ... Press Menu Select Ext Program Prog If this feature is not displayed press More Select Start Press the button labeled Available or Unavailable Select ListFeature List Select Operator ES Op ES If this feature is not displayed use FindFeature Find or press More Select ES2 for Available or ES off for Unavailable Select Enter Repeat Steps 5 through 9 to program the other button Press Home Programming ...

Page 39: ...e 5 Repeat Steps 3 and 4 to program the other button 6 Slide the T P switch to the center position To Program an Available Button on Agent MLX Display Telephones 1 2 3 4 5 6 7 8 9 10 Label the button to be programmed as Available Press Menu Select Ext Program Prog If this feature is not displayed press More Select Start Press the button labeled Available Select ListFeature List Select Status ES If...

Page 40: ...ture and dial 00 3 Press the button labeled Available and dial 44 4 Press Feature and dial 00 To Program an Available Button on Agent Analog Multiline Telephones 1 Label the button to be programmed as Available 2 Slide the T P switch to the P position 3 Press the button labeled Available and dial 44 4 Slide the T P switch to the center position 2 24 Programming a Telephone ...

Page 41: ...fy the name of the calling group for example Sales Press Menu Select Ext Program Prog If this feature is not displayed press More Select Start Press the button labeled Calls in Queue Alarm for the calling group Select ListFeature List Select Group Call GrpCl If this feature is not displayed use FindFeature Find or press More Dial the calling group s extension number Select Enter 10 Press Home Prog...

Page 42: ...e calling group 4 Dial 22 5 Dial the calling group s extension 6 Press Feature and dial 00 To Program a Calls in Queue Alarm Button on Supervisor and Agent Analog Multiline Telephones 1 2 3 4 5 6 Label the button to be programmed Calls in Queue Alarm and specify the name of calling group for example Sales Slide the T P switch to the P position Press the button labeled Calls in Queue Alarm for the ...

Page 43: ...ram a Feature Button on Analog Multiline Telephones 1 Label the button to be programmed Feature 2 Slide the T P switch to the P position 3 Press the button labeled Feature 4 Dial 20 5 Slide the T P switch to the center position Programming a Telephone 2 27 ...

Page 44: ...s chapter describes calling group features that may be programmed by your system manager Features are listed alphabetically Ask your system manager for the calling group features available to your group Features 3 1 ...

Page 45: ...lable it remains unavailable for subsequent calling group calls until it is again signed in Another function of Auto Logout is to make all agents unavailable after a power failure They must sign in when the system starts up again Auto Login does the opposite of Auto Logout When a calling group is programmed with Auto Login a call continues to ring at an agent s telephone until the call is answered...

Page 46: ...lers waiting in the calling group queue can leave a message by dialing the feature code for leaving a message pressing Feature and dialing 53 followed by the calling group s extension number The system operator can leave a message by using either the feature code or the Send Remove Message button on his or her console The designated message receiver s message lamp will light if there is a voice ma...

Page 47: ...calls are put through to the agents telephones on a first in first out basis Your system can use the following three queue features to facilitate the handling of calls in queue Delay Announcement Calls in Queue Alarm Overflow Coverage Delay Announcement Callers waiting in queue can be greeted by an announcement that explains the delay All our agents are busy your call will be handled by the next a...

Page 48: ...hen free for another queued call After the announcement callers hear ringing or Music on Hold if your company uses it until the call is answered by an agent Only outside callers hear Music on Hold inside callers always hear ringing Calls in Queue Alarm When the number of calls in queue equals or exceeds the limit programmed for your system you and your agents can be alerted by the Calls in Queue A...

Page 49: ...on how to program your telephone and agent phones with Calls in Queue Alarm External Alert Your company can assign an external alert such as a strobe light or bell to the calling group s extension number If the number of calls in queue equals or exceeds the programmed limit the external alert is activated and stays on the strobe light continues to flash or the bell continues to ring until the numb...

Page 50: ...ntil the number of calls drops below the programmed limit Calls are sent to overflow coverage when the following conditions exist The number of calls in queue equals or exceeds the programmed overflow coverage limit An operator is available to receive calls sent to a QCC The overflow calling group has an available agent If any of the conditions are not met the call continues to wait in the origina...

Page 51: ...following conditions are met Telephone is signed into the calling group available status Telephone handset is down and speakerphone is off Telephone is not ringing or active on another call Telephone does not have a call on hold uinless it s on hold for transfer Telephone is not in programming mode An SA or ICOM button is available to receive calls Do Not Disturb feature is not activated There are...

Page 52: ... When a call comes in a system with circular distribution searches for an available agent starting with the first agent position 01 in the group If agent position 01 is unavailable the system checks position 02 03 and so on until it finds an available agent The system tracks which agent took the call so when the next call comes in it starts the search with the next agent position For example if ag...

Page 53: ...r an available agent with the first agent position 01 in the calling group regardless of which agent took the last call As you assign agents to telephones in a calling group with linear distribution be aware that the first several agents are likely to handle most of the calls 3 10 Calling Group Hunt Type ...

Page 54: ...pervisor you are responsible for managing one or more calling groups You can enter and exit supervisor mode monitor the number of calls in queue and track the availability of agents This chapter describes these activities Calling Group Supervisor Activities 4 1 ...

Page 55: ...ode these lights show whether or not agents are using their telephones In the supervisor mode you can use the Agent Status buttons to change the status of agent phones In normal mode you cannot change agent status Unless you are a backup calling group supervisor you should always leave your telephone in supervisor mode to avoid a slight delay when switching modes If the system loses power while yo...

Page 56: ...r supervisor mode or press Drop to exit supervisor mode The display GrpC1 CMS shows Entered GrpC1 CMS Supvr and Exited Supvr to confirm To Change Modes on Analog Multiline Telephones 1 Press Feature and dial 32 2 Press Hold to enter supervisor mode or press Drop to exit supervisor mode Entering and Exiting Supervisor Mode 4 3 ...

Page 57: ... calls in queue Using Calls in Queue Alarm The light next to the Calls in Queue Alarm button lights when the queue limit is reached and the external alert is activated if your system has one Inspecting the number of calls in queue Press Inspct and then Calls in Queue Alarm labeled with the name of the calling group The Inspect screen on your display shows the number of calls currently in queue Thi...

Page 58: ...in Queue Alarm and the name of calling group The following information is displayed on the screen GrpCl followed by name of group if system is set up to show names the number of calls in queue NOTE The number of calls in queue on the display is not updated automatically To see the current number of calls you must repeat Step 2 Monitoring Calls in Queue 4 5 ...

Page 59: ...nes for lunch or breaks Unavailable status Agents sign in and out using programmed Available buttons or by dialing feature codes If the calling group is programmed for Auto Logout a built in safeguard automatically changes the Agent s Status from Available to Unavailable if the telephone is not answered in five rings When the Agent s Status is changed to Unavailable the telephone remains unavailab...

Page 60: ...ephones without a DSS show both kinds of Agent Status Light Status Meaning Green On Agent available signed in Off Agent unavailable signed out Red On Agent busy Off Agent not busy NOTE Busy status indicates one of several states the telephone is busy agent is on a call the telephone is in programming mode or the Do Not Disturb feature is active For information on Do Not Disturb see the user s guid...

Page 61: ... two The lights are green on a MERLIN II System Display Console and red on an MLX DSS They show the Available Unavailable status of the agents as shown in the following table Light Meaning On Agent available signed in Off Agent unavailable signed out To see the busy not busy status of the agents press Message Status on the DSS The lights indicate the following Light Meaning On Agent busy Off Agent...

Page 62: ...lephone is busy agent is on a call the telephone is in programming mode or the Do Not Disturb feature is active For information on Do Not Disturb see the user s guide for your telephone To return to monitoring Available Unavailable status press Message Status again Monitoring Agent Status 4 9 ...

Page 63: ... in your group For example if call volume increases you can sign in additional agents from your telephone to meet the demand The simplest way to change agent status is to use programmed Agent Status buttons If you don t have programmed Agent Status buttons you can change status using feature codes 4 10 Changing Agent Status ...

Page 64: ...or Unavailable button On MLX display telephones without Agent Status buttons press Feature and dial 762 for Available or 760 for Unavailable On analog multiline telephones without Agent Status buttons press the programmed Feature button and dial 762 for Available or 760 for Unavailable 2 Press the appropriate Agent button Changing Agent Status 4 11 ...

Page 65: ...andle calls agents must know how to do the following use line buttons to answer calling group calls sign in and sign out of the calling group to indicate when they are available to take calls use a headset Agents can use any of the MLX analog multiline or single line telephones for your system Calling Group Agent Activities 5 1 ...

Page 66: ...ch agent telephone has its own extension number which inside callers can dial directly If your company has DID lines outside callers can also dial agent extensions directly Ask your system manager about DID lines Calls intended for specific agents ring in the same way as calling group calls MLX display telephones identify calling group calls by the abbreviation GrpCl on the display or if the calli...

Page 67: ...rammed Buttons 1 2 To sign into the calling group press the programmed Available button The light next to this button goes on The light next to the button for that agent on the supervisor s telephone also lights To sign out of the calling group press the programmed Available button The light next to this button goes off The light next to the button for that agent on the supervisor s telephone goes...

Page 68: ...elephones press the programmed Feature button and dial 44 On single line telephones lift the handset and dial 44 2 To sign out of the calling group On MLX telephones press Feature and dial 44 On analog multiline telephones press the programmed Feature button and dial 44 On single line telephones lift the handset and dial 44 5 4 Signing In and Out of the Calling Group ...

Page 69: ...se a Headset on Analog Multiline Telephones An agent using a headset on an analog multiline telephone must program an Auto Answer All button to receive calls automatically through the headset Also to answer calls using a headset the agent needs to have a General Purpose Adapter GPA or headset adapter from the system manager Using a Headset 5 5 ...

Page 70: ...swer All 4 Dial 754 5 Slide the T P switch to the center position To Use Auto Answer All 1 If you are using a GPA make sure the switch is in the Auto position 2 To turn on press the programmed Auto Answer All button on the telephone The green light next to the button goes on 3 To turn off press the programmed Auto Answer All button The green light next to the button goes off 5 6 Using a Headset ...

Page 71: ...m a Headset Status button but a Headset Hang Up button must be programmed by your system manager Agents can also program a Headset Auto Answer button and have calls sent to the headset automatically As each call comes in the agent hears a tone and can begin speaking immediately In addition agents can program a Headset Handset Mute button that temporarily deactivates the microphone in the headset s...

Page 72: ...rog If this feature is not displayed press More Select Start Press the button to be programmed Select List Feature List Select Hdset If this feature is not displayed use FindFeature Find or press More Select one of the following Status Stat for Headset Status Auto Answer Auto for Headset Auto Answer Mute for Headset Handset Mute Select Enter 10 To program another button repeat Steps 5 through 9 11...

Page 73: ... Mute To program another button repeat Steps 3 and 4 Press Feature and dial 00 To Use Headset Buttons 1 2 3 4 5 Unplug handset Plug headset into telephone Press the programmed Headset Status button The green light goes on You can talk and be heard through the headset Press a line button to answer calls or press the programmed Headset Auto Answer button to activate automatic call delivery When usin...

Page 74: ... the Headset An agent can deactivate the headset during a call using the following buttons headset 5 10 Headset Handset Mute Press once to deactivate the microphone in the headset Press again to resume the call Speaker Press once to transfer the call from the headset to the speakerphone Press again to use the Headset Auto Answer is disabled when the speaker is engaged The agent must press Speaker ...

Page 75: ... A Many calling group features can be used by dialing feature codes instead of pressing programmed buttons One procedure entering and exiting supervisor mode can be done only by using feature codes Calling Group Feature Codes A 1 ...

Page 76: ... mode Change agent status Available Change agent status Unavailable Agent features MLX and Analog telephones Sign in Available Sign out Unavailable Agent features Single line telephones Sign in Available Sign out Unavailable Feature Code 32 Hold 32 Drop 762 760 44 44 44 44 For single line telephones you must lift the handset first and then dial your code A 2 Calling Group Feature Codes ...

Page 77: ...g Codes B Programming codes are used to program a feature onto an unlabeled line button for one touch feature use or to set up how your telephone works Appendix B contains programming codes Programming Codes B 1 ...

Page 78: ...e Available 762 Unavailable 760 Auto Answer All button 754 Available Button 44 on agent telephone Calls in Queue Alarm 22 calling group s extension on supervisor and agent telephones Feature Button 20 on analog multiline telephones Headset Buttons Headset Status 782 Headset Auto Answer 780 Headset Handset Mute 783 B 2 Programming Codes ...

Page 79: ... 2 Auto Answer All 5 5 5 6 Auto Login 1 5 3 2 Auto Logout 1 5 3 2 Available button 2 18 programming 2 23 2 24 BIS 22D telephone 2 3 2 11 BIS 34D telephone 2 4 Busy status 4 7 4 9 C Call Queue 1 3 Call Queues 3 4 Calling group 1 1 1 2 circular hunting 3 8 3 9 hunt type 1 4 3 8 linear hunting 3 9 3 10 message receiver 1 5 3 3 signing in and out 5 3 5 4 Calls answering 5 2 monitoring 4 4 Calls in Que...

Page 80: ...2 2 17 2 20 4 8 F Feature codes 5 3 5 4 A 1 Feature button 2 17 programming 2 27 I N 2 I n d e x GPA General Purpose Adapter 5 5 H Headset 2 8 accessories 2 8 adapter 5 5 using 5 5 5 7 Headset Auto 10 Answer 5 5 5 6 5 10 Headset buttons programming 5 8 5 using 5 7 Headset Hang Up 5 7 5 9 5 10 Headset Status 5 7 5 9 Headset Handset Mute 5 7 5 10 Hunt type 1 4 3 8 ...

Page 81: ... 2 15 Music on Hold 1 3 3 5 ICOM Voice 2 16 O L Operator system 1 2 3 4 Line button 2 12 Overflow coverage 1 5 3 7 Linear distribution 3 9 3 10 Linear hunting 3 9 3 10 P M Magic On Hold 1 3 Manager system 3 1 3 3 3 9 MERLIN II System Display Console 2 5 2 17 4 8 Message receiver 1 5 3 3 Message Status 4 8 Personal line 2 14 2 16 Plug Prong Amplifier 2 9 Pool 2 16 Programming codes B 1 Index IN 3 ...

Page 82: ...gs 5 2 Telephone programming 1 2 2 20 S SA System Access buttons 2 12 SA Originate Only 2 14 SA Ring 2 13 SA Voice 2 13 Shared SA 2 14 U Unavailable button 2 18 Sign in out 5 3 5 4 Speakerphone 2 13 2 16 Status available 1 3 4 6 4 8 4 9 unavailable 1 3 4 6 4 8 4 9 IN 4 Index ...

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