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Call Handling Basics

Questions about Transferring Calls

What do I do if the destination to which I am transferring a call is not
answering?

•

Press

[Source]

to reconnect the

Source

call and retain the

Destination

information. This gives you more options to handle the call because
softkeys such as

[Redial Dest]

remain on screen.

•

Dial a different number if you think you can locate the requested party
elsewhere.

•

Press

Cancel

to reconnect to the Source call but clear the

Destination

information.

Do I need to press Release when answering several calls in a row?

No. If you use the

Answer

key to answer calls, pressing

Answer

transfers

the current call to the dialed destination and connects you to the next call
waiting. This only works if you have calls in both

Source

and

Destination

areas.

What do I do if a caller wants to speak to one person, and then another

If an outside party wants to speak with several people in a row, use the Serial
Call feature (see page 47). When the outside party completes the first call,
you receive a Recall and can then dial the next person’s number.

Can I transfer a call to another console?

Yes, by dialing the extension number of the other console. You can transfer
calls to other consoles but you cannot put another attendant on hold.

Can I add a note to a call in the Transferred Call display?

No. Because the

Transferred Calls

queue is so dynamic (calls enter it and

leave it rapidly), you cannot add or edit notes for calls in this display.
However, you can annotate a call by adding a note while the call is in the

Source

area or the

Calls on Hold

display.

Is there an easy way to double-click on a transferred call when the
Transferred Calls list is changing rapidly?

Yes, you can freeze the list. See page 14 for more information.

Содержание 5550

Страница 1: ...USER GUIDE ...

Страница 2: ...cument Revisions of this document or new editions of it may be issued to incorporate such changes No part of this document can be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without written permission from Mitel Networks Corporation Mitel is a trademark of Mitel Networks Corporation Other product names mentioned in this document may be trademarks ...

Страница 3: ... of the following measures Reorient or relocate the receiving antenna Increase the separation between the equipment and receiver Connect the equipment into an outlet on a circuit different from that to which the receiver is connected Consult the dealer or an experienced radio TV technician for help Note Changes or modifications not expressly approved by Mitel Networks Corporation may void the user...

Страница 4: ... if not avoided could result in death or serious injury CAUTION Caution indicates a potentially hazardous situation which if not avoided may result in minor or moderate injury and or damage to the equipment or property The exclamation point within an equilateral triangle indicates that important operating and maintenance servicing instructions are included in the literature accompanying the produc...

Страница 5: ...swering Calls 15 Answering Calls on a First come First served or Line Priority Ba sis 15 Selectively Answering Calls 16 Answering calls using softkeys 16 Answering calls from the Incoming Calls display 17 Dialing Telephone Numbers 18 Leaving a Callback 18 Placing an Outside Call for an Extension 18 Other Ways of Dialing 19 Transferring Extending Calls 20 Reaching a Busy Number or an Extension with...

Страница 6: ...URES Displaying and Changing Room Information 53 Searching for Rooms 54 Changing Room Occupancy and Condition Status 55 Checking In Checking Out 55 Setting and Clearing Wake up Calls 55 Setting Call Restrictions 56 Blocking Room to Room Calls 57 Monitoring Guest Rooms 57 Clearing the Message Register 58 Printing Reports 58 REFERENCE Alarms 61 Alarm types 61 MINOR 61 MAJOR 61 CRITICAL 61 Greetings ...

Страница 7: ...Getting Started ...

Страница 8: ...2 Getting Started ...

Страница 9: ...using the console contact your communications department for assistance Conventions used in this guide Throughout this guide the fixed function keys and firmkeys both key types areexplained laterinthissection arein boldtype for example Answer or Release Softkey commands that appear on your screen and correspond to the Function keys F1 F2 F3 etc at the top of your keyboard are shown in brackets for...

Страница 10: ...calls to those extensions It also includes a Phone Book for finding users on the system Source and Destination sections bottom left and bottom right display the calling party and the called party for all calls handled by the console The Source area shows the line on which you answered the call The Destination area shows call forwarding information The information displayed in both areas includes t...

Страница 11: ...rence and Page are not available during fail over Once fail over is complete call handling features become available again What does in the Console Status area signify The console is connected to the primary 3300 ICP and operating normally What does in the Console Status area signify The console is connected to an alternate or secondary 3300 ICP not the original or primary 3300 ICP What does in th...

Страница 12: ...ervices in a Hotel Motel installation PAGER Accesses paging equipment for making announcements MESSAGE WAITING LAMP Displays softkeys for setting or clearing the Message Waiting indicator on the dialed extension TONES Sends subsequently dialed digits as tones used when dialing into voice mail systems PHONE BOOK Allows you to find and call an extension by typing the user s name extension number or ...

Страница 13: ...he computer keyboard to search for Phone Book entries type in the Scratch Pad or Bulletin Board and execute softkey commands Softkeys F1 F12 The softkeys are the F1 to F12 keys on your computer keyboard You use them to enter commands shown in the softkey area on the screen The commands are not fixed to a specific softkey instead they change depending on the state of the call you are handling or th...

Страница 14: ...application Other answering points will receive the calls that would otherwise go to your console For more information see Day and Night Service on page 40 and Operator Status on page 44 What happens to incoming calls when I minimize the 5550 IP Console window Calls still ring the console and can be answered by pressing the Answer key on the keypad If the Screen Pop option see page 36 is enabled t...

Страница 15: ...lume Console Keypad and Handset Cradle You can adjust the slope of the keypad and detach or attach it from the handset cradle The angle of the cradle also adjusts via the hinged attachment fitted to the back foot of the cradle To attach the handset cradle to the console keypad Align the tabs on the clamp with the slots on the bottom of the keypad Press to seat the tabs in the slots To detach the c...

Страница 16: ... console is idle click Audio and then drag the slider to set the volume to the level you want Console Language Text on the console screen can appear in English the default French Spanish Dutch Italian or German You can choose the desired language during installation To change the console language 1 Choose Options on the Tools menu 2 Select Language 3 Select the language you want 4 Click Apply or O...

Страница 17: ...Call Handling Basics ...

Страница 18: ...12 Call Handling Basics ...

Страница 19: ...age 21 for details You can customize each Queued Calls display by specifying which columns you wish to see and by resizing each column See page 38 for more information Accessing the Queued Calls Displays You can access any of the queued calls displays from the console screen or from a programmable key on your keypad 1 Click the corresponding tab in the Queued Calls area or 2 Click the correspondin...

Страница 20: ...reezes that is stops moving to make it easier for you to select calls This is especially helpful when your display is very active with calls entering and leaving it rapidly To keep your list frozen for more than a second or two continue to move your mouse pointer over the call entries as you decide which call to select Note When your display is frozen calls continue to queue If you try to select f...

Страница 21: ... hold Answering Calls on a First come First served or Line Priority Basis The Answer key has a first come first served hierarchy recalls are answered first then all other calls either in order of arrival or in order of call answering line priority If you have assigned call answering priority the Answer key answers calls arriving on high priority lines before calls arriving on low priority lines No...

Страница 22: ... the recall or Dial 0 to answer the internal call or External to answer the outside call that first arrived at the console About the Call Answering Softkeys The call answering softkeys are assigned by your communications department to suit the types of calls your company receives Ask your communications department which type of calls it prefers you to answer first The leftmost softkey is reserved ...

Страница 23: ...hy do I sometimes hear a short burst of ringing while I m handling calls Either a new call has arrived or a call on hold has recalled As you are already handling a call the console only rings once You may turn down your volume control if you wish You can also turn off the bell completely by using the list in the Console Status area NOTE This also turns off all other bell indications except the Cri...

Страница 24: ...ifficult or 3 Press Override to intrude into the Destination party s call if permitted by your and the extension s Class of Service see Override on page 44 To call an outside number 1 Dial the External Line Access Code ______ 1 2 Dial the telephone number Information about the outside call appears in the Destination area Leaving a Callback You can request a Callback after reaching a busy line exte...

Страница 25: ...ccess a specific trunk Questions about Dialing Telephone Numbers Can I access a specific trunk Yes you can select a specific trunk to dial out on Dial the Individual Trunk Access Code ______ Dial the trunk number Trunk numbers can be 1 to 4 digits long When you hear dial tone continue dialing the telephone number If you hear busy tone the trunk is in use You can Press Override to interrupt the cal...

Страница 26: ...eturns to the console as a Recall Reaching a Busy Number or an Extension with Do Not Disturb Activated If the dialed number is busy or the extension has Do Not Disturb activated do one of the following 1 Press Source to talk with the caller in Source without losing the Destination information Tell the caller the requested number is busy and ask if the caller wants to try again later or leave a voi...

Страница 27: ...unt for the call from the telephone company operator Upon completion of the call the console will ring When you answer the meter pulse count will display on the console screen Ask your communications department for further information about this feature Retrieving a Transferred Call You can retrieve a transferred call once the call appears in the Transferred Calls display If the Transferred Calls ...

Страница 28: ...ination areas What do I do if a caller wants to speak to one person and then another If an outside party wants to speak with several people in a row use the Serial Call feature see page 47 When the outside party completes the first call you receive a Recall and can then dial the next person s number Can I transfer a call to another console Yes by dialing the extension number of the other console Y...

Страница 29: ... to try to reach that person again Note If you have annotated or added notes to the call refer to those notes so that you don t have to ask again for the caller s name or the name of the person the caller wishes to reach See Annotating Calls on page 23 for details Annotating Calls Annotating calls on hold allows you to keep track of multiple held calls and handle them more efficiently Record speci...

Страница 30: ...d or busy extension See Questions about Hold and Retrieve on page 25 for more details Hold Recall The Calls On Hold display can show two timers for each call on hold The Total timer begins counting when the call first arrives at the console It indicates the total duration of the call The Time timer begins counting when you place the call on hold It indicates how long the caller has been on hold Th...

Страница 31: ... Retrieve What s the fastest way to annotate a call with the name and number of the person a caller is trying to reach If you cannot connect a caller in the Source area to an extension in the Destination area either because the line is busy or the called party is not answering press Cancel and Hold The console automatically annotates the call with the name and number of the extension to which you ...

Страница 32: ... unanswered or the person is unavailable Press Cancel to reconnect to the conference You may continue dialing to add more parties to the conference To release the console from the conference Press Release Once you release the conference you cannot re enter it Placing a Conference on Hold If you can t find someone needed for the conference you can place the conference on hold until you are able to ...

Страница 33: ...you released to the wrong extension in several ways To recover the last call released from the console Use the Recover key on the console keypad to retrieve a call that you just released to the wrong extension Press Recover Note To successfully recover the call you must press Recover while the extension is still ringing and you cannot have started another action such as dialing or answering a call...

Страница 34: ...28 Call Handling Basics ...

Страница 35: ...Advanced Features ...

Страница 36: ...30 Advanced Features ...

Страница 37: ...mation that you want other attendants to see and to store speed dial numbers that all attendants can access To post information on the Bulletin Board 1 Press Bulletin Board 2 Press Edit Only one person at a time can edit the Bulletin Board if someone else is editing it the Bulletin Board background will remain gray after you press Edit 3 Type the information you want to post 4 Press Save To view t...

Страница 38: ...l or inverted alphabetical order Sorting is not supported for BLF or Private columns Click the column header once to sort again to invert the sort order and a third time to unsort the information Note Unsorted order is the order in which you built the list using the Edit BLF List dialog Searching the Busy Lamp Field You can quickly locate an entry in the BLF list by matching search values numbers ...

Страница 39: ... attending calls with you be sure you don t pick up a ringing call that another attendant has just placed Editing the BLF List BLF lists are either local or shared A local list is stored on the console PC for use from that console only A shared list is kept on the network where other consoles can access it All attendants can edit a shared list The changes made at one console appear in all the othe...

Страница 40: ...screens other extension users see only Private on their display You may not want to give out any information to callers about the status of locked extensions What do the icons in the column mean These icons appear beside extensions They indicate the following states idle phone Do Not Disturb off idle phone Do Not Disturb on ringing phone Do Not Disturb off ringing phone Do Not Disturb on busy phon...

Страница 41: ...line select Assigned line priorities and then enter a number from 1 to 7 for each line The lower the number the higher the answering priority 4 Click Apply or OK Call Park Provided the appropriate access code is programmed into the system this feature allows an extension user to retrieve a call that you put on hold by dialing the Call Park Remote Retrieve access code followed by the console identi...

Страница 42: ...r a number in the Incoming Calls Threshold box To enable or disable the Screen Pop feature 1 Choose Options on the Tools menu 2 Click Attributes 3 Click Yes to enable Screen Pop or No to disable it Questions about Call Park What happens if the called party does not retrieve the call After a predetermined period of time the call will automatically recall your console What happens if I change the st...

Страница 43: ...ll extension users 1 Select Cancel All CFWD on the Program menu 2 Click Yes 3 Click Yes again to confirm the cancelling Clear All Features From your console you can disable features activated on any extension in the system These are the features you can clear All Call Forwarding Do Not Disturb Callbacks to other users Advisory Messages Auto answer Timed Reminder To cancel all features on an extens...

Страница 44: ...ternal or the trunk type that the call arrived on if the call is external Hold order for held calls Note Some of the call information columns listed above are shown by default in the Queued Calls displays others are hidden by default You may wish to display or hide call information columns according to your call processing needs You can select which columns you wish to see Customize this area to s...

Страница 45: ...in the Source area To set up a local Associated Data Line call 1 Dial the Associated Data Line code If you hear silence continue If you hear busy tone the Associated Data Line is in use or is not ready 2 Dial the destination data terminal number Ringing then Connected appear in Destination Listen for Connect Tone 3 Press Release Your data line is connected To set up an Associated Data Line Call to...

Страница 46: ...u 2 Enter the extension number using the computer keyboard 3 Click Yes To cancel Do Not Disturb on behalf of an extension user 1 Select Cancel Station DND on the Program menu 2 Enter the extension number using the computer keyboard 3 Click Yes To cancel Do Not Disturb for all extensions 1 Select Cancel All DND on the Program menu 2 Click Yes 3 Click Yes again to confirm the cancellation Questions ...

Страница 47: ...o close the Emergency Call Log Click Quit Note Once you exit the 5550 IP Console all logs are discarded from the Emergency Call Log however the logs can be retrieved through the 3300 ICP Questions about Emergency Calls What does the icon on the toolbar mean It is the Emergency Call Log icon To view the calls listed in the Emergency Call Log click the icon once What does the icon in the Emergency C...

Страница 48: ...Mail enter the following information Amount of delay i e milliseconds between the console sending the Voice Mail system number and the Voice Mail system responding To ensure the system is ready to answer the call a delay between Voice Mail system answer and console sending digits is required The default is 1000 milliseconds Digit s required to trigger the Voice Mail system to prompt for a Voice Ma...

Страница 49: ...ss Message 2 Press Clear MSG Waiting 3 Dial the extension number if not connected to the extension To check whether an extension has a message waiting 1 Press Message 2 Press Check MSG Waiting 3 Dial extension number The words MSG Waiting ON appear in the Destination area if the extension has a message waiting Questions About Message Waiting How do extension users know there is a message waiting f...

Страница 50: ...s long as you are connected to the call Everything you say is overheard by all connected parties The message Feature not allowed appears if your Class of Service does not allow you to override the extension 2 After the override you may press Release to disconnect the console from the call Or press Cancel to reconnect to the call in Source and discon nect from the call in Destination To intrude on ...

Страница 51: ...ore than one paging zone After pressing Pager dial the 2 digit Paging Zone Code 01 15 or 00 for all zones Listen for a long beep Once you are connected to the paging circuit one of these messages appears on your screen Page Zone Busy someone else is accessing the paging equipment Try again later or press Override if this is allowed in either your or the paging unit s Class of Service to interrupt ...

Страница 52: ... it 7 Press Hold For to hold an incoming or held call for the selected entry Note Pressing Hold For automatically annotates the held call with the name number department location and BLF status of the selected Phone Book entry 8 Press New Search to begin a new search Questions about Phone Book What does the icon mean When it appears next to an extension it means that the extension is designated as...

Страница 53: ...ber in the Scratch Pad Select the number you want to dial and then press Call Serial Call If a caller wants to talk to several people in a row use the Serial Call feature When the first call ends the caller returns to the console instead of being disconnected You can then dial the next call The serial call keeps returning to the console until all the intended calls have been made To set up a seria...

Страница 54: ...t disrupt call processing To display traffic information by trunk group number 1 Press Trunk Status 2 Select Search by group number 3 Enter the starting trunk group number and then press Search The displays show a list of the trunk groups the number of trunks in each group and the number of those trunks currently in use for example The Timestamp shows the time of your last search To display only t...

Страница 55: ...nt and cannot be done from the console Tone Signaling You may have noticed that when you dial a number at your console you don t hear any of the tones or pulses normally associated with telephones You don t hear tones because your console communicates with the rest of your telephone system with different types of signals However there are times when you need to send tones in order to complete your...

Страница 56: ...50 Advanced Features ...

Страница 57: ...Hotel Motel Features ...

Страница 58: ...52 Hotel Motel Features ...

Страница 59: ...her the console is connected to a room or a suite see About Suite Services below for details 3 Make the required changes if any and then press Save to save them About Suite Services Suite Services provides optional Shared Telephone Service STS to all phones in interconnected hotel motel rooms or suites When STS is operating for a particular suite calls to the suite ring all phones Wake up calls Me...

Страница 60: ... enables you tofind forexample allrooms that are vacant and clean or that have maids in them You can also search using a guest s last name to determine which room they are in To search for rooms 1 Press Guest Service 2 Do one of the following To display information for a specific room use the computer keyboard to type the room number in the Room Number box To find rooms by occupancy and condition ...

Страница 61: ...d by system programming To check in or check out a guest 1 Press Guest Service or if you are already on a call to the room press the Guest Service softkey 2 Enter the room extension using the computer keyboard not nec essary if you are already on a call to the room 3 Press Check In or Check Out 4 Press Save to save the changes To cancel changes you made and return to the previous screen press Prev...

Страница 62: ...clear or change a reminder already set by the user If a printer is attached to the console a report may print each time you set change or cancel a wake up call Setting Call Restrictions You can control the type of telephone calls that guests can place from the phones in their rooms There are three levels of call restriction Internal Local and Long Distance The system provides three more levels lab...

Страница 63: ...affected rooms at certain times of the day and for individual rooms at check in check out time Monitoring Guest Rooms Guests can use their room phone as a listening device to monitor their room from a remote station The remote station can be an attendant console an extension or an outside phone calling into the system on a special line i e a DISA trunk To use the console to listen in on a room tha...

Страница 64: ...the Guest Service softkey 2 Use the computer keyboard to type the room number in the Room Number box not necessary if you are already on a call to the room The Message Cost and Calls fields show the total cost and num ber of all external calls placed from the room 3 Click Clear to erase the Message Cost and Calls totals If a printer is attached to the console a report may print showing the content...

Страница 65: ...Reference ...

Страница 66: ...60 Reference ...

Страница 67: ...or Major and Critical MINOR There is a minor alarm within the telephone system which probably does not affect the telephone users MAJOR An alarm affecting service has occurred but calls can still be made Contact your communications department CRITICAL The telephone system is not providing normal service and should automatically switch itself to System Fail Transfer Mode if this is available on you...

Страница 68: ...called party the called party s number and the type of Call Forwarding that the called party programmed and that caused the call to be rerouted to your console Follow Me Busy or No Answer Also two softkeys are always available in this situation Set Serial Call and Redial Dest Pressing Redial Dest will automatically redial the called party overriding the Call Forwarding to your console System Rerou...

Страница 69: ...d Night 2 services Routing may change according to the time of the day and the day of the week indicating different outside dialing privileges according to the time of dialing Class of Service Not all the features described in this Guide are available on your console or on other extensions An extension s Class of Service COS appears with the information about that extension in the Source or Destin...

Страница 70: ...ow Me Enchaining I Am Here No Answer External No Answer Internal Call Park Remote Retrieve Call Pickup Dialed Directed Call Privacy Camp on Retrieve Clear All Features Remote Conference Do Not Disturb Remote Cancel Remote External Line Access Forced Release Last Number Redial Individual Trunk Access Message Waiting Inquire Message Notification Cancel Override Paging Personal Speed Call Invoke Stor...

Страница 71: ... to trunk circuits A station may have up to three different CORs specified for Day Night 1 or Night 2 Service Class of Service COS A level of service defined by a specific set of features that controls an extension s access to these features A station may have up to three different COSs specified for Day Night 1 or Night 2 Service Consultation Hold A temporary hold applied to a call while an exten...

Страница 72: ...at routes incoming calls to the Night Answer Point s when the system is in Night Service and the Attendant consoles are in Absent mode Pickup Group Extensionslocatedinonearea orwithsimilardepartmentalfunctions are often placed in the same answer group Recall A call returns to the console for further handling by the attendant SMDR Station Message Detail Recording This is an application that automat...

Страница 73: ... available extension in that area Contact your communications department for more information Paging Zones Use this table to record the paging zones your system uses Contact your communications department for more information Pilot Number Hunt Group Name Extensions Location Zone Code All Zones 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 ...

Страница 74: ...ndant Attendant Gr oup Displayed when one attendant calls another number belonging to one or more attendants Broadcast Gr oup Group of extensions sharing the same line Actually every line in the system is part of a broadcast group even if it appears on only one extension private lines for example Busy The number you just dialed is busy Callback Recall The busy extension or trunk you requested the ...

Страница 75: ...n for which you wish to cancel Call Forward Follow Me Cancel Do Not Disturb for All Stations Completed Confirms that the requested action has been taken Cancel DND for Station Enter the number of the extension for which you wish to cancel Do Not Disturb Cancel Forwarding for All Stations Completed Confirms that the requested action has been taken Cancel All CFWD for Station Enter the number of the...

Страница 76: ... rerouted the call to your console Data Line Equipment name displayed when a data line is called Data Group Equipment name when a data group is called Directory Number Out of Service The caller has dialed a directory number that does not exist The call has been rerouted to your console Do Not Disturb The extension user you dialed has activated Do Not Disturb You cannot call this extension unless y...

Страница 77: ...Handling has rerouted the call to your console Internal Indicates a call from inside your system Invalid Account Code Verify your Account Code and try again Invalid Dialing Verify what you dialed and try again Invalid Number You attempted to dial an incorrect number Verify your number and try again Invalid Trunk Number You attempted to select an incorrect or out of service trunk Language selection...

Страница 78: ...nother attendant may have answered the call while your list was frozen or the caller may have hung up No call to retrieve at specified hold position Verify your Calls on Hold display Another attendant may have transferred the call while your list was frozen or the caller may have hung up No call to retrieve at specified transferred position Verify your Transferred Calls display Another attendant m...

Страница 79: ...st Denied Verify what you ve just done and try again Request ignored Must press Retrieve key then digit key associated with ID to retrieve call Try again but press Retrieve followed by the call ID digit associated with the call 1 6 Ringing The number you dialed is ringing Route You are calling a route Seized Confirmation message when you access a trunk Select Paging Zone Enter the number of the zo...

Страница 80: ...Again The telephone system is not processing your request Try again later Toll Denial Illegal Dialing The caller dialed a toll number wrong and the call has been rerouted to your console Toll Denial Route Restriction The caller tried to dial a toll number not allowed in his her Class of Restriction and the call has been rerouted to your console Tone Timer Expired You ve been listening to busy or r...

Страница 81: ...e guest has not answered the automatic wake up Note The Hotel Motel package is anoptional feature Wake up Call System Error Part of the Hotel Motel Feature package The Wake up function is not operating properly Contact your communications department You are already using the selected language Language not changed You made a mistake in selecting the language Repeat the procedure Telephone Directory...

Страница 82: ...76 Reference Trunk Numbers Use this table to record the trunk numbers your system uses Contact your communications department for more information about the trunk numbers Trunk Number Use ...

Страница 83: ... Class of Service COS 63 Clear All Features 37 Close consoleSee 8 Conference calls 26 Console Adjustments 9 components 3 Keypad 6 Keys 6 Language 10 Ringer 9 Screen 4 Starting and closing 8 Time 10 COR Class or Restriction 63 COS Class of Service 63 D Data Calls 39 Day and Night Service 40 Dialing telephone numbers 18 DND 40 Do Not Disturb 40 E Extend callsSee Transfer calls 20 F Features clear al...

Страница 84: ...etrieve Calls on hold 23 Ringer Mute 9 Volume adjusting 9 Room to room calls blocking 57 S Scratch Pad 47 Screen Pop 36 Serial Call 47 Sofkeys 7 Softkeys 3 4 Speed Call System 49 Start console 8 Status area 4 Status Display Trunk Group 48 System Messages 68 System Speed Call 49 System Speed Call List 68 T Telephone Directory 75 Telephone numbers dialing 18 Time setting 10 Tone Signaling 49 Traffic...

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