BusinessPhone Communication Platform 4.0
Facilities

## Operator’s Console

## Definition

The Operator is a special instrument which will be used as central answering position, information centre (e.g. to place calls for external callers who don’t know the extension number of the desired person) or as reroute position, if the desired extensions are busy or do not answer.

All incoming calls to an Operator, external and internal, are queued and presented to up to three Operators in the order of their arrival. The Operator can decide whether incoming calls shall be connected automatically, the answer key shall be pressed or he/she has to answer manually with hook. The answer function can be combined with an automatic voice answer from a voice memory board for incoming calls.

### DBC 214

- Standard keyset
- 2 line access
- 3 permanent function keys
- 15 permanent function keys with lamp
- up to 71 programmable keys
- 5*40 character alphanumerical display
- 4 menu keys
- Loudspeaker
- Group listening
- Full hands-free operation
- Wall mounting possibility
- Up to 4 DSS can be connected

Note

Up to 4 KEY PANELS may be connected to the OPERATOR’s Console.

Each KEY PANEL has 17 programmable keys with lamps. Each KEY PANEL can be snapped on to the OPERATOR’s Console. A separate power supply for the key panels DBY 409 02 is necessary. The key panels DBY 409 02 have to be used for key panel 3&4, which must not be mixed with the key panels DBY 409 01! For more information concerning the key panels, see document 1531-DBC214 01 Uen.

## Use

### Common queue to the Operators

All Operators answer calls from a common queue.

The queue barometer provides information on how many calls are waiting in the common queue.

### Individual queues

If the calls are routed to the individual directory numbers of the Operator Consoles, these calls can only be answered by the respective individual Operator.

The queue barometer shows the number of calls waiting in the individual queue.

The function can be utilised if ASB 150 02 is shared by several companies (Tenant function) or if certain types of calls are to be answered by a certain Operator.

An already answered call will always be presented in the individual queue, that is assigned to the Operator who originally answered the call.

#### Information to the Operators

On an incoming call each Operator receives information stating which trunk is calling.

If the trunks have been assigned names, the Operator can supply the correct answer, even if the Operator is answering calls to several different companies.

#### Voice Message before answer

If external callers are routed to the Operator they will receive voice message before answer (if programmed). Then they will hear the Operator queue announcement (if programmed and if all Operators are busy) and then Music on Hold or Silence (see also Voice answer if all Operators are busy). If no announcements are programmed, the caller will hear the ringing tone.

#### Voice answer if all Operators are busy

It is possible to give external callers a queue announcement if all Operators are busy.

The caller hears a greeting that informs him that there is a queue.

When the voice message ends, the call is queued and the caller hears music-on-hold, if programmed, otherwise there will be silence.

#### Greeting

When the Operator answers the external call, an individual greeting announcement can be supplied (programmed). This spares operators from having to say the same greeting for each incoming call.

If the greeting announcement has been programmed, on depression of the answer key the caller will hear a prerecorded answer, whereafter the Operator can speak to the caller.

#### Automatic answer

The Operator can decide whether incoming calls shall be connected automatically, the answer key shall be pressed or he/she has to answer manually with hook (=default value).

Every Operator can program the Operator Console so that the calls are answered automatically, that is the Operator does not have to press a key.

The call is then presented automatically as soon as the Operator ends the preceding call.

This feature is normally used in conjunction with a headphone set.

This function is temporary deactivated if a call is on Loop, Monitor or OP-Hold.

#### Automatic extending

The Operator’s Console can be programmed so that calls to free extensions are automatically extended after the number has been dialled.

If the dialled number is busy or unassigned (vacant), there will be no automatic extending.

#### Queue indication to Operator

The Operator can, in addition to the visual queue indication on the display, also receive a short or normal ring signal when a call is queued.

#### Operator Hold (Parking key)

A key for parking shall be programmed on each Operator Console.

Several calls can be parked at this function.

The Operator can reaccess a (any) call at any time.

A lamp that glows steadily indicates that there are parked calls.

#### Programmable alternative answer position for the Operator

When an Operator activates off duty, it is possible to define whether the incoming calls to the Operator queue shall be directed to the default alternative answer position or to a free programmable one. This new alternative answer position will be valid only for the ongoing off-duty activity.

If the off-duty state is automatically activated, because of timeout, all incoming calls to the Operator queue will be rerouted to the default alternative answer position.

## Operation

### General

Depending on the configuration of the ASB 150 02 system, the operator can act in two different ways:

- as operator of a stand alone system
- as a centralised operator in a Corporate Network (CN), which is based on proprietary UUS signalling (see Networking, 365/155 34-ASB 150 02 Uen), serving all users in the network as well as the users in their own system.

ASB 150 02 supports three different Operator’s Consoles:

- DBC 214 + up to 4 key panels
- DBC 663 (phased out)
- DBC 754 (phased out)

The display consists of 5 lines, with space for 40 characters on each line. The fields in the display consist of the following information.

When the phone is in idle state, the upper line shows date, time, temperature, name and extension number. The second line presents queue (Common and Individual) information. The lower line presents the available menu key functions.

The status information of incoming and outgoing calls is sometimes given as an abbreviation and sometimes as complete word.

#### Status information values (Blatt 1 von 2)
BLOCKED |  | Extension or Function blocked |
BUSY 2 |  | Extension busy (queue situation is displayed) |
CONGESTION |  | Congestion in the system |
C= 0 |  | Number of calls waiting in the common queue |
DIVERSION, DIV |  | Call redirected |
FREE 1 |  | Called internal extension is free on Line 1*) |
FREE 2 |  | Called internal extension is busy on Line 1, but free on Line 2*) |
I= 0 |  | Number of calls waiting in the individual queue |
INCOMPLETE |  | The number was incomplete |
INFO& |  | The called extension has text info stored |
INFO% |  | The called extension has voice info stored |
INQUIRY, INQ |  | Inquiry call |
INTRUSION |  | Intrusion into ongoing call |
METER, MET |  | Call charging |
NEW CALL, NEW |  | Call not previously answered |
RECALL |  | Recall of previously answered call |
RERO |  | An external incoming call was rerouted to the Operator |
RESTRICTED, REST |  | Restricted extension, calls cannot be handled |
RING |  | Ring to announce call |
SERIAL, SER |  | Serial calls |
SPEECH |  | Call answered |
TRF |  | Transferred call |
VACANT, NU |  | No assigned number |
+15˚^ |  | Indicates temperature and tendency (up or down),if your telephone system is equipped with optional temperature sensor. |

*) This status information is not supported for a centralised operator in a corporate network calling a corporate network number.

### Attendance

#### Offduty

When offduty is activated, all incoming external calls to the Operator queue will be routed to an alternative answering position.

- Press to activate/deactivate

If the lamp is on, the console is off duty.

#### Programmable alternative answer position for the Operator

The function “Programmable Alternative Answer Position for the Operator” affects the procedure after pressing the off-duty key or after the automatic offduty function was activated.

##### Condition 1: One Operator is active

After pressing the offduty-key the Operator can change the default answer position. The default answer position via RASC will be shown on the display. (If the default answer position is not programmed via RASC, the display will show “????” instead of the answer position.)

XXXXXXXX |  | answer position

F3 (temp) |  | change the default answer position

Press ENTER to confirm the alternative answer position.

If the Operator does not press the ENTER-key, the function will automatically be deactivated after time- out. This timeout will be the same as used in the programming mode. After timeout, the default answer position is again shown on the display.

The new alternative answer position for the Operator will be valid only for the ongoing activity. If offduty is activated again, the default answer position will be active again.

##### Condition 2: More than one Operator is active

After pressing the off-duty key the Operator gets the display information that another Operator is active. All calls will be diverted to the active Operator. In this case it is not possible to change the answer position.

The following numbers can be programmed by the Operator as alternative answering position:

- Automated Attendant
- Common abbreviated number
- Common mailbox
- Corporate network number
- Extension number
- Fictive number
- Group- (PBX) hunting number
- Paging number
- Operator number
- Voice answer number

#### Night Switch

This function switches the whole system to the night switch mode. The night switch mode routes all incoming external calls to a defined night answering position, e.g. an answering machine, and changes the Trunk Call Discrimination table of all extensions.

- Press to activate/deactivate (pre-programmed)

If the lamp is on, night switch is active.

For more information, see Night Service (362/155 34-ASB 150 02 Uen).

#### Operator announcement

When playing the individual greeting announcement, the Operator’s Console’s default value is “silence”. As soon as the announcement is finished, the Operator gets a beep-tone as an indication.

The Operator may listen to the caller during the greeting announcement, if this has been programmed via RASC.

### Incoming calls

#### Internal and external calls

A ringing signal indicates an incoming call.

- Press

- OR (if programmed)
- Lift the handset

The Operator has speech connection with the caller via the loudspeaker and microphone, or via the handset/headset (if installed).

- Press to end the call.

### Outgoing calls (general)

#### Internal calls

Dial a directory number or press a pre-programmed key. The display shows the actual status of the dialled number (see Status information values).

- Press to set up the call.

The Speech button on the right to set up the call is only required, if an extension, the mailbox system or an Auttomated Attendant is called. For all other types of directory numbers the call will be set up automatically.

- Press to end the call.

#### External calls

External calls are automatically set up by dialling the digit(s) for the trunk route access number, by pressing a pre-programmed external line key and then dialling the external number, or by dialling a common abbreviated number.

#### Corporate network calls

Corporate network calls are automatically set up by dialling the corporate network number.

#### Last external number redial

- Press to redial the last dialled external number.

For more information, see Last External Number Redial (320/155 34-ASB 150 02 Uen).

#### Save external number redial

- Press save before finishing a call (see display).
- Press redial to redial the saved number (see display).

For more information, see Saved External Number Redial (460/155 34-ASB 150 02 Uen).

### Outgoing calls to a busy extension

#### Busy extension

If the desired extension is busy, the operator can initiate a call back:

- Press
- Press any free loop key .

- The key lamp shows steady light.

A ringing signal and the flashing loop key lamp indicate that the desired extension is free.

- Press again.

The Operator has to answer within thirty seconds, otherwise the call will be released automatically.

- Press to call the extension (This step is not necessary when calling a CN destination).

An operator can only have one active ’call back’ supervision at a time.

Note

If an operator calls a busy extension in the own system, then called extension will not be informed that a further call is waiting.
If an operator calls a busy CN extension, the call will always be camped on, and the called destination will receive a call waiting tone.

#### Transfering to a busy extension

An incoming caller would like to be transferred to a specific extension, but the called extension is busy. The options are:

- Option 1: Transfer the call directly to the busy extension
- Option 2: Transfer the call when the busy extension becomes free again

##### Option 1: Transfer the call directly to the busy extension

- Press and hold info (see display).

- The conversation partner of the busy extension is shown on the display (This function is not available for a centralised operator in a corporate network when calling a corporate network number).

- Press to place the call.

- The call is camped on to the busy extension, which will receive a call waiting tone.

After transfering ther call the operator is no longer involved in the call.

##### Option 2: Transfer the call when the busy extension becomes free again

This option is normally only used when the operator wants to announce the call before transfering.

- Press
- Press any free loop key .

- The call is now in camped on state, the busy extension will receive a call waiting tone.

When the extension becomes free, this will be indicated by a a ringing signal and a flashing loop key.

- Press

The Operator has to answer within eight seconds, otherwise the call will be placed automatically.

- Press to call the extension (This step is not necessary when calling a CN destination).
- Press to place the call.

#### Intrusion and forced release

If a called extension is busy, the Operator can intrude ongoing calls and give new calls priority. In order to intrude to an ongoing conversion, the B and C party must be configured to allow an intrusion request.

- Press and hold info (see display).

- The conversation partner of the busy extension is shown on the display (This function is not available for a centralised operator in a corporate network when calling a corporate network number).

- Press to intrude.

To release the C-party:

- Press again to disconnect the person talking to the extension.
- Press to inform the caller.
- Press to place the call.

#### Busy external line/route

If no external line is available for a call the options are:

- Option 1: Initiate a call back
- Option 2: Intrude on a busy external line

##### Option 1: Initiate a call back

- Press
- Press any free loop key .

- The key lamp shows steady light.

A ringing signal and the flashing loop key lamp indicates that an external line is free.

- Press again.

External dial tone. Continue making the external call.

##### Option 2: Intrude on a busy external line

- Press and hold info (see display).

- The conversation partner of the busy external line is shown on the display.

- Press to intrude.

- Inform the external line.

- Press again to disconnect the person talking on the external line.

#### Supervise long distance calls

An external number has been dialled and the Operator wants to handle new calls while waiting for an answer.

- Press

- The key lamp shows steady light.

The Operator can listen to the monitored party, but the monitored party does not hear anything.

When the long distance call is answered:

- Press again.

- The key lamp extinguishes, speech connection.

### During calls

#### Transfer

The Operator wants to transfer an incoming call to an extension.

Dial the extension number, dial an internal group number or press a pre-programmed key, then transfer by pressing the -key or replacing the handset (depending on the individual programming).

For general information, see Transfer (485/155 34-ASB 150 02 Uen).

#### Operator hold

Several incoming calls can be put on hold using “Operator hold”.

- Press (pre-programmed).

- The call is now put on hold. The key lamp shows a steady light.

When the Operator wants to take one of the calls on hold again, he/she must not have any ongoing calls.

- Press (pre-programmed).

- The oldest call on hold is shown on the display.

- Press to retake.

#### Individual hold

Incoming calls can be put on hold for retake.

- Press any free loop key .

- The call is now put on hold. The key lamp shows steady light.

- Press again.

- The loop key lamp extinguishes.

- Press to retake.

#### Serial calls

The external caller wants to speak to several extensions in a certain order.

- Press serial (see display) and call the first party.
- Press to place the call.

A serial call can not be transferred by the extension, but will be rerouted back to the operator, if the extension terminates the call. When the call is routed back to the operator, the identity of the previous connected party will be provided. If a serial call is rerouted to the centralised operator in CN, the identy of the previously connected party will not be provided.

##### Recall after the first conversation

The call should be placed to the next extension in the normal way. This procedure can be repeated until there is only one requested extension left.

##### Before the last call in the serial call

- Press serial (see display) and call the last party.
- Press to place the call.

After the last conversation the serial call is terminated.

#### Group listening

There is an ongoing conversation via the handset:

- Press to switch the loudspeaker on/off.

When the lamp is on, the loudspeaker monitors the call.

#### From handset to handsfree

There is an ongoing conversation via the handset:

- Press to switch the loudspeaker on.

Replace the handset to enable handsfree conversation.

- Press to end the call.

#### From handsfree to handset

There is an ongoing handsfree conversation. By simply lifting the handset the mode is changed from “handsfree mode” to “handset mode”.

#### Mute

There is an ongoing handsfree conversation. Press the Mute-key to switch the Microphone on or off. When the lamp is on, the caller cannot hear the conversation in the room of the called person.

#### Conference

There is an ongoing conversation:

- The operator dials the extension number of the third party.
- Press to call the third party.
- The third party answers.
- Press conf (see display) to establish a three-party conference.

For more information, see Conference (154/155 34-ASB 150 02 Uen).

### Call ordering

#### Dial tone ordering

An extension calls and orders an external line with dial tone. The caller remains on the line.

- Dial the trunk route no. or press a pre-programmed external line key.
- Press to place the call.

#### Call ordering

An extension calls and orders an external or internal party. The caller does not remain on the line after ordering. The requested party is called and is asked to remain on the line.

- Press

- The extension that has ordered the party is called.

- Press to call the extension.
- Press to place the call.

### Diversion

#### Receive information for diverted calls

The Operator has answered a call that is diverted to him/her. Information is registered on the extension.

- Press div-info (see display).

The information is shown to inform the calling party.

#### Bypass Diversion

Bypass Diversion is useful if an urgent call has to be placed to an extension that is diverted.

- Press bypass (see display) to by‑pass the diversion and call the extension.

#### Change diversion address for another extension

An Operator has the possibility to change the diversion address for another extension.

- Press and dial the extension number.
- Press and dial the new extension number.
- Press
- Press to finish the procedure.

### Information

See Information (263/155 34-ASB 150 02 Uen).

### Messages

See Message System (341/155 34-ASB 150 02 Uen).

### Mailbox system

If the Operator is not in the office, he/she can offer the service to the caller to leave a message in the mailbox.

- Press to activate/deactivate.

Upon activating Offduty, the following display is shown:

- Press temp (see display) and dial the individual/common Mailbox number.
- Press to confirm.

For more information, see Mailbox System (340/155 34-ASB 150 02 Uen).

### Abbreviated numbers

#### Common and Individual Abbreviated numbers

See Abbreviated Number Dialling – Common Numbers (101/155 34-ASB 150 02 Uen) and Abbreviated Number Dialling – Individual Numbers (102/155 34-ASB 150 02 Uen).

#### Integrated Telephone Directory

All directory numbers and common abbreviated numbers can be searched for in the integrated telephone directory.

For more information, see Telephone Directory (481/155 34-ASB 150 02 Uen).

### Call Metering

#### General

See Call Metering (141/155 34-ASB 150 02 Uen).

#### Operator Supervised call

An extension can order an external call to be metered. There are two possibilities:

- Registration on the caller’s individual call meter.
- Registration on a specified account number.

#### Set up the external line for the caller

- Press meter (see display) and continue to set up the call.

- Press . Speech connection is established between the external partie and the extension.
- After the call is terminated, the call is indicated to the operator.
- Press .

The display informs about call duration, number of pulses or costs (depending on the configuration).

The call is registered on the caller’s individual call meter.

For callers who do not belong to the operator‘s system (e.g CN users) registering to the caller’s individual call meter cannot be applied. To have the possibillity to register the call to the calling party in the private network, the operator can register the call to a specified account code, which is associated to the calling number

- Press to disconnect the call.

### Group facilities

#### Loudspeaker paging

See Loudspeaker Paging (322/155 34-ASB 150 02 Uen).

#### Common bell

The common bell facility allows all extensions of the system to pick up the call from an extension that has been predefined as common bell extension.

- Dial the common bell pick up code .

For more information, see Common Bell (151/155 34-ASB 150 02 Uen).

### Other facilities

#### Reminder

The Operator’s Console can be set to remind the Operator at any time within the next 24 hours (multiple settings are allowed).

- Press and dial the extension number.
- Dial the reminder time (HHMM) and press activate (see display).
- Press to finish the procedure.

Note

No voice information will be played to the Operator.

#### Cancel Reminder

- Press

- All reminder calls are cancelled.

- Press to finish the procedure.

#### Account number

The Operator can place the costs for external calls on a selected account number (up to 15 digits).

- Press and dial the extension number.
- Enter the account number and press .

Internal dial tone, the user can make the external call.

#### Background music

In idle state the user can listen to music or other information via the monitoring loudspeaker.

- Press to activate the music (pre-programmed).
- Press to cancel the music.

For more information, see Background Music (120/155 34-ASB 150 02 Uen).

#### Intercom line

A two-way direct call function between two extensions/Operators.

- Press to establish an intercom call (pre-programmed).
- Press
- Press to cancel the intercom call.

For more information, see Intercom (266/155 34-ASB 150 02 Uen).

#### Automated Attendant

For information, see Automated Attendant (114/155 34-ASB 150 02 Uen).

#### DISA

For information, see DISA With Password Control (164/155 34-ASB 150 02 Uen).

#### Doorphone

The doorphone is used to monitor the admission to a company.

The doorphone function provides the feature to open the door from the Operator’s Console.

##### Answering doorphone calls

- Press to answer (pre-programmed).

##### Opening of the door

- Dial the door-opener’s directory number.

For more information, see Doorphone (168/155 34-ASB 150 02 Uen).

### Headset functionality

#### Headset

If the Operator’s Console is equipped with an Option Unit DBY 410 02, the following headset functions are available:

##### Activate/Deactivate the headset

- Press (pre-defined).

Note

The Headset key is automatically placed on the second programmable key (Prog. key B). The Option Unit is installed on the telephone.

##### Answer calls

- Press to have speech connection with the caller.
- Press to terminate a headset call.

##### Make calls

- Dial the number.
- Press to terminate the call.

##### Headset to handset

- Lift the handset.

##### Handset to headset

- Press (pre-defined).

##### Headset with group listening

- Press to toggle between headset with or without group listening.

##### Headset to handsfree

- Press
- Press (pre-defined).

##### Handsfree to headset

- Press (pre-defined).

#### Option Unit

The Option Unit DBY 410 02 is an optional accessory, to be installed on the bottom of your telephone set. The following devices can be installed via the Option Unit:

- Tape recorder
- Extra bell or busy indication outside your door
- Enhanced headset functionality or a conference unit
- Second handset

For people with impaired hearing the Option Unit offers the possibility to amplify the receiving volume in the handset and headset.

### Authority

A four-digit code for prevention of unauthorized use of the phone can be used.

For more information, see Authorisation Code (113/155 34-ASB 150 02 Uen).

### ISDN Facilities

See ISDN Facilities (268/155 34-ASB 150 02 Uen).

## Capacity

A maximum of three Operator Consoles can be connected to the system.

There is no restriction on the number of concurrently queuing calls to Operators.

Only one call at a time can be presented or connected.

## Limitations

The Operator can make own outgoing calls, even if an incoming call has been presented.

### Programmable Alternative Answer Position for the Operator

This facility can only be used by the last active Operator.

The alternative answering position and the offduty state will be lost after a restart of the system. After pressing the offduty key the Operator can change the default answer position. If the default answer position is not programmed via RASC, the display will show:

If a wrong answer position (e.g. a trunk number) is entered, all incoming calls will be routed to the default answer position programmed in RASC.

## Programming

### Adjustments

The following chapter explains how to configure the personal settings of the Operator.

#### Setting of the console to meet the Operator’s requirements

- Press prog (see display).

- Press settings (see display).

#### Answer mode

- Press answer (see display).

Three different answer modes can be selected:

- Answer manually with hook (default value)
- Answer manually with answer key
- Answer automatically (The call is connected automatically without pressing a key). This is normally used in conjunction with a headset.

backward, forward: Press to select answer mode

enter: Press to confirm the setting

return: Return to previous display

- Press to finish the procedure.

#### Extend mode

- Press extend (see display).

Three different extend modes can be selected:

- Extend manually with hook (default value)
- Extend manually with extend key
- Extend automatically (The call is extended automatically without pressing a key)

backward, forward: Press to select extend mode

enter: Press to confirm the setting

return: Return to previous display

- Press to finish the procedure.

#### Signalling mode

- Press signalling (see display).

Two different signalling modes can be selected:

- Continuously (default value)
- Burst

backward, forward: Press to select signalling mode

enter: Press to confirm the setting

return: Return to previous display

- Press to finish the procedure.

#### Ringing signal

The ringing type (2 types), ringing volume (10 steps) and ringing character (10 characters) can be adjusted.

- Press prog (see display).

- Press ringing (see display).

Now ringing type, volume or character (see display) can be chosen.

- Press to finish the procedure.

### System programming

4101 |  | Operator line position

5613 |  | Alter operator directory number

4102 |  | Operator answer reference

4103 |  | Ringburst at queue

4104 |  | Receiving of Tone Signals

### Program name of Operator queue

See also Telephone Directory (481/155 34-ASB 150 02 Uen).

1101 |  | Answering position at day

1102 |  | Answering position at night

1103 |  | Reroute position at day

1104 |  | Reroute position at night

4001 |  | Alternative answer position

4003 |  | Answering time

4004 |  | Cyclical selection

4005 |  | Auto. answer superv. time

### Voice message to external caller

When there is a queue to the Operator, an external caller can receive a recorded queue message.

4006 |  | Queue announcement time

4007 |  | Queue announcement reference

The following commands are only accessible via BMS/RASC:

4008 |  | Calling of extension at incoming call

4009 |  | Two external lines at Operator 3-party

4010 |  | Two PE-lines at Operat. 3-party

4011 |  | Listening during the greeting announcement

4012 |  | Sending a ready tone after announcement

### Program key for parking

One of the programmable keys is to be programmed as Operator hold.

0301 |  | Key function

Press the respective key (00-19) and enter function code=33.

## Equipment

Operator’s Console:

- DBC 214 with up to 4 key panels
- DBC 663 (phased out)
- DBC 754 (phased out)

Note

Every Operator’s Console must always be connected to the FIRST position of the ELU-D (ELU-C)!

If voice answer for queue and/or greeting announcement is required, the PBX shall possess at least one VMU-D/-HD board.

Revision: G © Ericsson Enterprise 2003