Toshiba PERCEPTION e User Manual Download | Manualshive

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While the Assistance call is ringing at the supervisor's station, the display
shows which agent is placing the Assistance call.

When the supervisor answers the Assistance call, the agent's diaplay
changes to reflect "SUPRVSR ASSIST".

When the supervisor answers the Assistance call, the "ASSIST AGT"
message will move to the right on the supervisor's display.

When a supervisor monitors an agent's ACD call, a message will appear
on the agent's display to inform the agent that this call is being
monitored. Then, the display will change back to elapsed time after five
seconds.

The supervisor's LCD displays which agent is being monitored for the
entire time that the supervisor is monitoring the call.

ALPHANUMERIC DISPLAY

The Alphanumeric Messaging feature on your LCD telephone enables
you to set a short text message (up to 16 characters) at your station to
ensure that you do not miss important calls. Any station may record a
message; however, only stations with an LCD are able to display
messages.

Your system has up to 10 preprogrammed messages (hand-written
below) that can be displayed at any LCD telephone calling your station.
You can add to or change any of these messages to leave a

2. Rings Supervisor

3. Supervisor Answers

4. Supervisor's Display

Z. Monitored Call

1. Agent's display

2. Supervisor's display

PERCEPTIONe

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DIGITAL TELEPHONE

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A S S I S T A G T 5 0 3

Q U E # 0 0 1
S U P R V S R A S S I S T

Q U E # 0 0 1
A S S I S T A G T 5 0 3

Q U E # 0 0 1
M O N . B Y S U P R V S R

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M O N T R A G T 5 0 3

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Summary of Contents for PERCEPTION e

Page 1: ...served No part of this manual may be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocopying or the use of information retrieval systems without express written permission of the publisher of this material DIGITAL TELEPHONE USER GUIDE Perceptione ex R ...

Page 2: ...the knowledge of parties involved Prior to performing any method of call monitoring any such regulations should be identified and complied with Toshiba America Information Systems Inc disclaims any liability arising out of the failure to comply with such regulations Toshiba America Information Systems Inc reserves the right to change any of this information including but not limited to product cha...

Page 3: ...matic Dialing 4 Repeat Last Number Dialed 5 Speed Dial Station 5 Speed Dial System 6 CALL FUNCTIONS 6 Automatic Callback 6 Call Forwarding 8 Call Pickup Directed 11 Call Pickup Group 12 Conferencing 12 Consultation Call 13 Do Not Disturb 13 Handsfree Answerback Speaker Cut off 14 Least Cost Routing 15 Off hook Call Announce 15 Outgoing Calls 17 Station to Station Calling 17 CALL HOLD AND TRANSFER ...

Page 4: ...TURES 27 Account Code Calls 27 Account Number Recording 29 Automatic Wake up Timed Reminder 30 Executive Override 31 Maid in Room Status Lodging Health Care Only 31 Manual Signaling 32 Privacy Release 32 Private Line 33 Speakerphone Optional 33 Toll Restriction Class of Service Override 35 Universal Night Answer 35 LIQUID CRYSTAL DISPLAY 36 Summary of LCD Functions 37 Alphanumeric Display 45 SYSTE...

Page 5: ...D M I C SPEAKER VOLUME DIALPAD SPEAKER ON OFF BUTTON AND LED INDICATOR MICROPHONE ON OFF BUTTON AND LED INDICATOR MODULAR HANDSET CORD HANDSET LAST NUMBER REDIAL BUTTON HOLD BUTTON FLEXIBLE FEATURE BUTTONS MESSAGE WAITING BUTTON AND LED INDICATOR CONFERENCE TRANSFER BUTTON VOLUME UP DOWN CONTROL BUTTONS SPEAKER 20 button Digital Telephone ...

Page 6: ...AL HOLD M I C SPEAKER VOLUME DIALPAD FLASH SPEAKER ON OFF BUTTON AND LED INDICATOR MICROPHONE ON OFF BUTTON AND LED INDICATOR MODULAR CORD HANDSET LCD DISPLAY LCD CONTROL BUTTONS FLASH BUTTON LAST NUMBER REDIAL BUTTON HOLD BUTTON FLEXIBLE FEATURE BUTTONS MESSAGE WAITING BUTTON AND LED INDICATOR TRANSFER CONFERENCE BUTTON VOLUME UP DOWN CONTROL BUTTONS SPEAKER MODE PAGE SCRL ...

Page 7: ...rich not all of its features can be assigned buttons These additional features are accessed by dialing codes which are indicated in this guide by appearing after the button usually in parentheses This user guide provides step by step instructions for each of these features NOTE It is possible that your digital telephone may not be able to access all of the listed features This is because feature a...

Page 8: ...peaker every 4 seconds External or Attendant Call A double ringing signal via the speaker at 4 second intervals DN LED INDICATIONS One of the new enhancements provided with the Digital Telephones is the DN LED indications illuminating as both RED and or GREEN The following list describes both the state and color used to indicate the status of the DNs Flash 1 2 second on 1 2 second off indicates an...

Page 9: ...els press the downward pointing arrow IMPORTANT Either button must be held down for at least an eighth of a second for any volume change to occur If either button is continually held down the volume will continually change until the button is released Continuous ring tone will be heard To Adjust Ring Tone 1 Make sure the handset is on hook 2 Press the VOLUME button 3 Hold down the VOLUME button un...

Page 10: ...tton allows you to store and automatically dial any telephone number up to 16 digits by pressing a single button The stored number can be a station number access code or outside number If your telephone has Flexible Automatic Dialing then you can store numbers directly from your telephone If however your telephone has Fixed Automatic Dialing stored numbers are fixed and can only be altered via pro...

Page 11: ...ll hear dial tone The SDC or SDU LED will flash The SDC or SDU LED will go out and the system will dial the stored number A Speed Dial Station directory may be shared by several stations However only one of these stations designated as the controller can store or change numbers The SDC LED will flash To Redial the Last Number 1 Lift the handset 2 Press the REDIAL button or dial the access code 7 _...

Page 12: ... go out and the number will be stored SPEED DIAL SYSTEM As many as 90 telephone numbers can be stored in the Speed Dial System directory You will hear dial tone The SDS LED will flash The system will dial the stored number The Speed Dial System directory is controlled by the attendant console NOTE In a consoleless operation the Speed Dial System is set and changed via the programming terminal TTY ...

Page 13: ...or placed a call to that station before you The ACB LED if equipped will go out and the callback will be canceled To Activate Automatic Callback 1 Press the ACB button or press the CONF TRNS button and dial the access code 7 _____ 2 Hang up and wait for the callback or dial another call To Answer Automatic Callback 1 When the desired connection becomes idle your telephone will signal once 2 You mu...

Page 14: ...call forwarding available Call Forward All Calls Call Forward Busy Call Forward No Answer Call Forward Busy No Answer In addition there are two types of Call Forwarding System that apply to calls from DID TIE and CCSA trunks These types of Call Forwarding can only be directed to an attendant console Call Forward Busy System DID Call Forward Busy No Answer System DID NOTE Only one type of Station C...

Page 15: ...teadily 3A Press the CFBY button 1B Obtain dial tone 2B Dial the access code 1 0 _____ 3B Dial the number to which calls are to be forwarded 4B Dial To Use Call Forward No Answer 1A Press the CFNA button 2A Dial the number to which calls are to be forwarded 3A Press the CFNA button 1B Obtain dial tone 2B Dial the access code 1 1 _____ 3B Dial the number to which calls are to be forwarded 4B Dial T...

Page 16: ...ess the CFSN button 2A Dial 0 the only number to which calls can be forwarded 3A Press the CFSN button or if the CFBN button is not provided You will hear dial tone You will hear recall dial tone You will hear dial tone and the number will be stored The CFSB LED will flash The CFSB LED will light steadily or if the CFSB button is not provided You will hear dial tone You will hear recall dial tone ...

Page 17: ...her than your own The call can be answered via a CPD button or a Call Pickup Directed access code You will hear dial tone You will hear recall dial tone You will be connected to that call NOTE A call which rings on a secondary DN can be picked up by dialing the secondary DN but only when the primary DN is idle 1B Lift the handset 2B Dial the access code 1 4 _____ 3B Dial 0 4B Dial To Cancel All Ty...

Page 18: ...al tone You will be connected to any call that is ringing at any station in your group CONFERENCING By using the CONFERENCE CONF button it is possible to add a third party to an existing two party conversation The added party can either be a station or an outside party It is possible for any of the three parties to disconnect at any time leaving the remaining two parties connected The system will ...

Page 19: ...cation whenever the user does not want to be disturbed DND can only be applied to a station s primary DIRECTORY NUMBER DN The DO NOT DISTURB DND LED will light and Do Not Disturb will be activated or if a DOÍNOTÍDISTURB DND button is not provided You will hear dial tone Do Not Disturb will be activated The DND LED will go out and Do Not Disturb will be canceled To Consult 1 Press the CONFERENCE CO...

Page 20: ...ws you to reply handsfree on voice page calls and optionally on the following types of calls Station to Station calls on standard DN buttons Calls from the attendant console NOTE If the Speaker Cut off SCO feature is activated SCO LED on the Handsfree Answerback feature will be disabled and all calls will ring your telephone in the usual manner The DN LED will indicate In use status the SCO LED wi...

Page 21: ...dial tone at this point if your system is programmed to do so If a trunk that is allowed by your Class of Service is available your call will automatically be dialed over the proper trunk and you will hear call progress tones If no trunks are available you will hear busy tone Automatic Callback will be activated NOTE If your system has been programmed to do so you will receive a 1 second warning t...

Page 22: ...ne and you will hear ringback tone The OCA call is established NOTES 1 When the called station is having another OCA your OCA will queue until the OCA in progress terminates 2 If the called station is on hook upon termination your OCA automatically becomes an on hook call 3 If the called station is off hook your OCA becomes an off hook call upon termination of OCA in progress 4 A four second delay...

Page 23: ...speaker It is not necessary to lift the handset unless you wish to use it You will hear the call progress tones To Make an Outgoing Call 1 Lift the handset 2 Dial the required trunk access code 3 Dial the desired telephone number To Call Another Station 1 Obtain dial tone in one of the following ways a Lift the handset or b Lift the handset and press a DN button or c For on hook dialing press a DN...

Page 24: ... do not return to the parked call within a designated time period your telephone will ring to recall you The Call Hold HOLD button causes the DN button to become busy but a held call will not recall you The PARK LED will light only if the PARK button is equipped The DN LED will indicate the In use status unchanged The Park connection will be placed on hold and you will hear dial tone The primary D...

Page 25: ...at your attendant has an outside call waiting for you When this occurs you have three choices 1 Ignore the call The call will return to the attendant 2 Terminate your existing call and accept the new call 3 Hold the existing call and accept the new call In this mode it is possible to alternate between the two calls until the conversation s are terminated To Reconnect a Held Call 1 Lift the handset...

Page 26: ...in the usual manner The CWT LED will light steadily the DN LED will indicate the On hold status and you will be connected to the waiting call The CWT LED will flash and the DN LED will indicate the In use status NOTE It is possible to alternate between the two calls indefinitely by selecting either the CWT button or the DN button The remaining call will appear in the hold condition at the DN butto...

Page 27: ... applies only if your telephone is designated as the Message Center The MSG LEDs on both stations will light and the Message Center s MSG LED will go out when the connection is broken The MSG LED will go out at both stations To Answer a Meet me Page 1 Lift the handset of any telephone 2 Dial the access code given by the operator To Leave a Message Waiting Signal 1 Dial the appropriate station numb...

Page 28: ...Center to inform a station user that a message is waiting When you have a message waiting the Message Waiting LED on your telephone will light or your telephone will receive a double ring every 20 minutes If Voice Mail sets your Message Waiting you WILL NOT receive a double ring every 20 minutes You will hear dial tone The Message Center will ring automatically The Message Center will ring The MSG...

Page 29: ...the external paging zones and the expanded internal paging group Speak slowly and distinctly and repeat your message PAGING INTERNAL GROUPS 0 2 17 To Page a Single External Zone 1 Lift the handset 2 Press the PEXT button or dial the access code 1 5 3 _____ 3 Dial the desired paging zone number 0 4 4 Announce your page To Page All External Zones 1 Lift the handset 2A Press the PEXA button or dial t...

Page 30: ...on to Station Message from the Called Station 1 While on hook press the SSM You will hear dial tone You will be connected to the internal paging zone Speak slowly and distinctly and repeat your message You will hear dial tone You will now be connected to the internal all paging group You will be connected to the internal all paging zone You will be connected to the expanded internal paging group a...

Page 31: ...only three 3 digit numbers can be displayed at one time The station number in the left most position will be called when the SSM button is pressed To rotate the station numbers press the PAGE button once then press the SCRL button located next to the LCD VOICE MAIL The following instructions provide general operating information for voice mail systems Refer to your voice mail system s user guide f...

Page 32: ...e VCP button Another digit may have to be dialed here Check your VM System User Guide The CFD LED will light steadily and the call will be forwarded to your mailbox The call forward to voice mail will be canceled NOTE You can set the MSG button to automatically retrieve your messages on hook The MSG LED will flash Another digit may have to be dialed here Check your VM System User Guide The MSG LED...

Page 33: ...e Length ACL is programmed in DMDR This feature will not operate without it You will hear dial tone You will hear recall dial tone The account code is saved to output to SMDR 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 You wil...

Page 34: ...ecall dial tone The trunk call is made At any time during conversation You will hear recall dial tone The connection will be placed on hold the DN LED indicates the On hold status and the CRG LED will light The system will store the account code to output to SMDR and the call will automatically be reconnected At any time before disconnect You will hear recall dial tone Your connection will be plac...

Page 35: ... on hold and you will hear recall dial tone You will hear recall dial tone When the number is completed you will hear recall dial tone again 1 Press the CRG button or dial the access code 9 _____ 2 Dial the 1 12 digit account code 3 Hang up To Record a Voluntary Account Number Before Dialing a Call 1 Lift the handset 2 Press the CRG button or dial the access code 9 _____ 3 Dial the account number ...

Page 36: ...be placed on hold the DN LED indicates the On hold status and the CRG LED will light When the number is completed the call will automatically be reconnected AUTOMATIC WAKE UP TIMED REMINDER Automatic Wake up Timed Reminder allows the station user to set an alarm that will ring the station at a prearranged time After answering a wake up call the station will receive either a digitized voice message...

Page 37: ...odging Health Care Only By using the guest room telephone a maid can indicate to the attendant console that a maid is in a particular room The attendant can then change the room s status You will hear dial tone You will hear recall dial tone You will hear recall dial tone and Maid in Room Status will now be set 2 Dial the access code 8 0 _____ 3 Dial the 4 digit time 0000 To Override a Busy Condit...

Page 38: ...You will hear recall dial tone You will hear recall dial tone Maid in Room Status will now be canceled and Clean Room Status will be set MANUAL SIGNALING This feature allows you to signal a specific station The SIG LED will flash once and a single tone will be heard via the speaker of the called telephone PRIVACY RELEASE By operating the Privacy Release PRS button you can allow another station use...

Page 39: ...ll flash You will be connected to the call NOTE Overflow tone will be given to a station attempting to make an outgoing call on a PVL from which it is restricted transfers are operable SPEAKERPHONE Optional 3 Repeat the sequence to add other stations To Make a Call on a Private Line for Private Lines Without Outgoing Call Restriction 1 Press the Private Line PVL button 2 Proceed to dial To Receive...

Page 40: ...or PVL LED will indicate the In use status and you will hear dial tone Your call will be terminated You will hear a ringing tone The DN or PVL LED will indicate the In use status The call will be terminated MICROPHONE CONTROL The MIC button cuts off the speakerphone s microphone for private conversations for as long as the button is pressed When the button is released the microphone once again bec...

Page 41: ... You will hear dial tone You will hear dial tone Your call will be connected UNIVERSAL NIGHT ANSWER You will hear dial tone You will be connected to the incoming call The call will be connected to the desired station To Use Traveling Class of Service 1 Lift the handset 2 Dial the access code 7 _____ 3 Dial the DTA or LCR code and the desired telephone number To Answer an Incoming Call When the Nig...

Page 42: ...ve a constant reminder of the call duration In addition a variety of information displays and feature prompts provide more efficient call handling Alphanumeric messaging capability is also provided Display operations occur automatically as calls are continually processed The only display operation that is controlled manually is the shifting between Date Time and Elapsed Time which is achieved by p...

Page 43: ...ling Automatic Dialing Repeat Last Number Dialed Speed Dial Station and System Least Cost Routing When you receive a call the calling station s directory number will be displayed When you have obtained a voice connection between the calling station and your station the LCD will indicate talking status PERCEPTIONe ex DIGITAL TELEPHONE 37 TYPE A Date Time B Dialed Number 1 Trunk 2 Station C Calling ...

Page 44: ... from an outside trunk the number of the calling trunk will be displayed When you have obtained a voice connection between the outside trunk and your station the LCD will indicate talking status While you are on a trunk call the elapsed time of the call will be displayed Elapsed Time will automatically replace the dialed number on the display after a programmed period of time has elapsed When you ...

Page 45: ... Pickup Group to obtain a call the LCD will indicate that Call Pickup Directed is in use When you obtain a voice connection using Call Pickup Directed or Call Pickup Group the LCD will now indicate the calling DN When you register an Automatic Wake up Timed Reminder the LCD will indicate the desired time When you register an Automatic Wake up Timed Reminder the LCD will indicate the desired time H...

Page 46: ...ay the number as you program it When you use a Speed Dial Station number the LCD will indicate the use of this feature When you use a Speed Dial System number the LCD will indicate the use of this feature When you place your directory number DN on hold the LCD will display your DN When you Park a call on your DN the LCD will display your DN When you set up a conference call from your telephone the...

Page 47: ...e LCD will indicate the desired zone number When you access Paging All Zones the LCD will indicate ALL O Account Number Recording P Paging 1 Internal Paging 2 Internal All Paging 3 External Paging 4 External All Paging 5 All Paging PAGE ALL PEXT ALL PEXT XX PINT ALL OR PINT 0 PINT XX DIAL CODE 12345 PERCEPTIONe ex DIGITAL TELEPHONE 41 ...

Page 48: ...LCD will indicate the DN to which calls are forwarded When you Call Forward Busy to a station the LCD will indicate the DN to which calls are forwarded When you Call Forward No Answer to a station the LCD will indicate the DN to which calls are forwarded When you Call Forward Busy No Answer to a station the LCD will indicate the DN to which calls are forwarded When you Call Forward Busy System DID...

Page 49: ...lls When you Off hook Call Announce to a busy station your LCD displays the number of that station R Override Meet me Page Attendant Position Digital Telephone MMP Meet me Page Recall Attendant Position Digital Telephone Remote Access Code when assigned by Attendant Position Digital Telephone S Trunk Identification T Off hook Call Announce CALL ANNOUNCE XXXX CUSTOMER SERVICE RAC XXXX MMP RCL TKXXX...

Page 50: ...the right of the display The trunk ID is displayed for ten seconds and then changes to elapsed time When an ACD agent completes a call the agent s status changes to After Call Work Time programmable option The queue status disappears and After Call Work Time appears in the upper right hand corner and updates every ten seconds Elapsed time remains on the display When After Call Work Time is complet...

Page 51: ...tored for the entire time that the supervisor is monitoring the call ALPHANUMERIC DISPLAY The Alphanumeric Messaging feature on your LCD telephone enables you to set a short text message up to 16 characters at your station to ensure that you do not miss important calls Any station may record a message however only stations with an LCD are able to display messages Your system has up to 10 preprogra...

Page 52: ...ess the MES button handset on hook or dial the access code 1 7 _____ handset off hook personalized message at your station Any text that you program for message 9 will be saved and can be used again However any text that you program for messages 0 8 will be lost when you cancel the message PREPROGRAMMED MESSAGES 0 1 2 3 4 5 6 7 8 9 The MES LED will flash if equipped and MES NO will be displayed Th...

Page 53: ...d the time you will return 3 Return at _________________________ Add the date you will return TO LEAVE A NEW MESSAGE You can leave a completely new personalized message by overwriting any of the existing preprogrammed messages To do this simply call up one of the preprogrammed messages as instructed above When the cursor appears to the right of the message shift it to the left margin and write you...

Page 54: ...buttons The left edge of the display to program a new message or two spaces to the right of the preprogrammed message to add information Use the 0 button to shift from letter to letter on that button For example If you press 3 a D will be displayed By pressing 0 the D will change to E By pressing 0 again the E will change to F Press 0 again and the F will change to D To enter spaces press 1 Number...

Page 55: ...llowing special characters may be set by pressing 1 and then pressing 0 to step through the available characters 7 When the message is complete press the MES button or if you do not have a MES button press the SPKR button PERCEPTIONe ex DIGITAL TELEPHONE 49 ...

Page 56: ...Address Code Name Phone Number 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 DIGITAL TELEPHONE PERCEPTIONe ex 50 ...

Page 57: ...Address Code Name Phone Number 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 PERCEPTIONe ex DIGITAL TELEPHONE 51 ...

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