User`s Manual
Contents
1. eee eee eee ela 7 ee Re a ee eee 8 Putting Calls Exclusive 8 8 Putting Calls Public Hold Call 42 8 Retrieving Calls from Public Hold Park 400444 0 0 0 9 ee ae eee 9 Transferring a Call to the Attendant 9 Transferring a Call to Voice Mail TC 2210 10 Transferring Call to Voice Mail TC 125 Only 0 eeeeceeeseceeeeeeeeeeeeeeceeeeesaaeeeseaeeseeeesaeeesaaeeseneeseaees 10 ei ti a oad ede ee Ree 10 Retrieving Extension Voice Mail 11 Retrieving Hunt Group Voice 11 CallPiCk Up 11 Call Recording siesta Ata te ee ete ates eats 12 Flash Pass Through Call 12 Public AnnounCement o aiden tte weet 12 Restricted Global Programming from Port 102. GABP TeleCraft Models Hybrid Key Telephone Communication System User s Manual Version 6 02 TC 308 TC 616 TC 308 VM TC 616 VM TC 616 NHR TC 616 NHR VM About This Manual We wrote this manual with you the user in mind It describes TeleCraft s features and provides step by step usage instructions Considerable efforts have been devoted to writing it without including too many technical terms Nevertheless a few such terms are included We strongly urge you to read the Introduction before continuing We hope that reading understanding and using this manual will prove to be relatively easy tasks Document Conventions Parameters This typeface is used to indicate a TeleCraft programming parameter information Curly brackets include information you key in when you program TeleCraft Examples This typeface is used in all of the examples GENERAL COMPUTER TECHNOLOGY GCT MAKES NO WARRANTY OF ANY KIND WITH RESPECT TO THIS MATERIAL INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE General Computer Technology shall not be liable for errors contained herein or for incidental consequential damages in connection with the furnishing performance or use of this material No part of this document may be reproduced or transmitted in any form or by any means for any purpose without the prior written consent of GCT Information in this document m
3. Step by step 1 Press the TRAN V MAIL key Now the other party is on hold listening to music Enter the extension number or hunt group number and hang up The call is transferred to the mailbox Conference Calls You can create conference calls between as many as four people At least one of these people must be on an external line The voice quality degrades with each additional person added to a conference call Step by step 1 2 TeleCraft User s Manual Press the CONF or FLASH key Dial the needed number or extension Dial 9 followed by the telephone number to create a conference with anyone outside your office Wait for the ringing signal When the called party answers you may converse in full privacy When you are done press CONF or FLASH to start the conference call with the newly added party Repeat Any extension can repeat this procedure to add additional parties to the conference call Page 10 You up to 4 people on conference depending on your TeleCraft version voice volume depends the number of people in the conference call Any extension can leave the conference by hanging up conference is terminated when the last remaining outside party hangs up Retrieving Extension Voice Mail Messages Retrieving from your office Step by step Press the VOICEMAIL or the MESSAGE button or Press 8 and follow the instructions Your
4. callers may press the key to go back to the Automatic Attendants When a message is left in your mailbox TeleCraft notifies you in several ways When enabled it supplies your extension with a stutter dial tone It also turns your MESSAGE WAITING lamp ON if available TeleCraft also activates your remote notification procedure as described later Notes regarding Record Personal greeting 1 Callers abort leaving you a message by pressing any key except while the prompts are playing 2 Atypical personal message may be This is John Smith am unavailable now Please leave me a message Notes regarding Record your directory name 1 Record your directory name prompts you to say your name and extension This is the information played back to callers that search for you in the telephone system s directory You may record John Smith extension 105 or Kelly Gates Director of Marketing extension 4 and so on The maximum message length is 2 minutes A new directory name erases your old one Once you record your directory name TeleCraft prompts you to enter the first 3 letters of your first or last name If your name is shorter but not less than two letters press the pound key to terminate it Callers searching for this name may enter two digits and just wait 2 Note that you can remove your name from the directory altogether by pressing 6 TeleCraft User s Manual Page 15 Managing notifications A
5. destination 1 3 Change notification destination 2 4 Set notification procedure 1 Set your password 2 Set your back up 3 Toggle call forwarding 4 Toggle auto 9 insertion 5 Force DAY mode 6 Force NIGHT mode 7 Relaxed password TeleCraft User s Manual Page 13 At the main menu pressing 1 invokes the following menu Listen to messages 1 Play next message Play the next message without erasing the current one The current message remains in your mailbox until you delete or forward it 2 Play current message Repeat playing the current message 3 Delete current message Delete the current message and play the next message You can undelete this message as long as you remain in this menu 4 Play previous message Repeat playing the previous message 5 Forward current message Forward the current message as specified in the voice prompts that follow 6 Undelete messages Undelete ALL messages that have been deleted in the current session 7 Skip forward skip forward several seconds within the current message 8 Skip backward skip backward several seconds within the current message Listening to messages 1 Notes 1 2 3 4 Recording messages You can undelete all of the messages that you have deleted as long as you do not exit this menu Forwarding a message automatically removes it from your mailbox Forwarding
6. number of new messages in your mailbox The remote telephone notification announces the number of new messages e TeleCraft handles incoming calls prior to executing any pending notification TeleCraft User s Manual Page 17 Managing options ee At the main menu pressing 4 invokes the following menu 4 Manage options 1 Set or change your password Modify your password 2 Set your backup Review or change it 3 Toggle call forwarding For the DAY or NIGHT modes 4 Toggle auto 9 insertion For the DAY or NIGHT modes 5 Force DAY mode Change the system operation to the DAY mode 6 Force NIGHT mode Change the system operation to the NIGHT mode 7 Toggle relaxed password Skip entering your password from your own extension Notes TeleCraft User s Manual Phantom mailboxes are prevented from using most of these options They hear cannot perform this operation The password must be 2 to 8 digits long You can include the key but not the 4 key Note that the System Administrator can reset your password Call forwarding Double forwarding is not permitted For instance assume that extension 110 is forwarded to extension 113 and extension 113 is forwarded to extension 114 In this case calls destined to 110 are diverted to 113 not to 114 Call forwarding There is no limit on the number of telephones that can be
7. 0 12 Hun OPWardinG Gave veel 12 Mode chang iii vse eed tate encase taste eS 12 Extension Programming and Voice 13 Entering your mailbox tac ae ie ita aac 13 LISTEMING io messages rentani e 14 Recording 65 14 Managing notifications 22 0 16 ib crates eae hae 18 19 Operator Station Programming Port 00 19 MIND OX 20 TeleCraft User s Manual Page 3 Introduction What is a PABX What is a KSU A PABX or KSU is a telephone switching box All of the lines coming from the telephone company are connected to it Your telephones modems FAX machines credit card readers door entry systems etc are connected to it as well Everybody in your office can make internal or external calls By pressing 9 the PABX can pick a free external line and conn
8. ay change without notice Copyright 1996 2006 by General Computer Technology All Rights Reserved Printed material is printed in the United States of America Document No GCT 200 0606 GCT and TeleCraft are trademarks of General Computer Technology TeleCraft User s Manual Page 2 Table of Contents ola cer 4 What is a PABX What iS 502 04 2 0 00 0000 4 ial sh geet 4 Whats eee ote ASI cee tang te aN 4 What is the Automatic 5 voice Mall 5 da en Ale a 5 gee 5 The et area these ee Pte ree 5 Gal Nod 6 FlowstosWseTele Grattzcc cas at diesem spate alee nt oa 7 Making Internal avd ci a edt Pee ee neni dele 7 Making Internal Calls Hands 7 Making
9. c 2 Blind transfers Dial 9 followed by the telephone number and hang up Transfer with privacy Dial 9 and the telephone number When the called party answers you may converse in full privacy Then to transfer the call just hang up Otherwise wait for the called party to hang up and press the FLASH key to return to the original conversation Transferring a Call to the Automatic Attendants Conversations involving external lines can be transferred to the Automated Attendants Step by step 1 Press the XFER CONF or TRANSFER FLASH key Now the other party is on hold listening to music TeleCraft User s Manual Page 9 2 Dial 180 to transfer to the Attendant business 1 mode or dial 181 to transfer to the Attendant in business 2 mode Once you hear the Automatic Attendant hang up Transferring a Call to Voice Mail TC 2210 only Conversations involving external lines can be transferred to the voice mail Step by step 1 Press the TRANSFER FLASH key Now the other party is on hold listening to music Dial 180 to transfer to the Attendant in business 1 mode or dial 181 to transfer to the Attendant in business 2 mode Once you hear the Automatic Attendant press star followed by the extension number or the hunt group number and then hang up to transfer to voice mail Transferring a Call to Voice Mail TC 125 only Conversations involving external lines can be transferred to the voice mail
10. default password is the same as your extension number Note that TeleCraft stops notifying you as soon as you enter your mailbox Retrieving from outside 1 Call your office on an external line that invokes the Attendant 2 Press extension number and follow the voice prompts Retrieving Hunt Group Voice Mail Messages Retrieving from your office Step by step Press 180 hunt group and follow the instructions Your default password is the same as your extension number Note that TeleCraft stops notifying you as soon as you enter your mailbox Retrieving from outside 1 Call your office on an external line that invokes the Attendant 2 Press hunt group and follow the voice prompts Call Pick up Call pick up allows you to answer any ringing phone from your own phone Step by step Press PICK UP ANY 7 TeleCraft User s Manual Page 11 Call Recording Call recording allows you to record a call with any outside person TeleCraft plays a message informing the participants that the call is being recorded and suggests that you may hang up to prevent recording This call recording is sent to your mailbox as a new message Step by step Press FLASH 183 Flash Pass Through Call Waiting When you have to supply a flash to a CO line for example to respond to call waiting follow this procedure Step by step Press FLASH 8 Repeat the above procedure to supply a flash anytime it is needed Note that t
11. e your office wait for the attendant to start playing then press mailbox number Then enter your password The default password is identical to the mailbox number At this point you ll hear the main menu Main menu Press 1 To listen to your messages To record greetings To manage notifications or 2 3 4 To manage options Notes 1 All mailboxes 0 2 to 6 and 100 to 125 are managed identically Every mailbox has a default password that is identical to the 2 mailbox number For instance mailbox 102 s password is 102 mailbox 0 s password is 0 and so on to the previous one other messages stop playing as soon as you press any key Your selection invokes one of the following menus In most menus you can press 9 to repeat the menu or 0 to go back There are several messages that ignore any digit you press while Main Menu 1 listen to messages 2 Record greetings 3 Manage notifications 4 Manage options 1 Play next message 2 Replay current message 3 Delete current and play next 4 Play previous message 5 Forward to another mailbox 6 Undelete messages 7 To skip forward 8 To skip backward 1 Play your mailbox greeting 2 Record your mailbox greeting 3 Revert to factory mailbox greeting 4 Play your directory name 5 Record your directory name 6 Erase your directory name 1 Review current notification 2 Change notification
12. ect it to your telephone Furthermore KSUs have many buttons allowing you to select any free outside line Incoming calls calls coming from outside of your organization can selectively be connected or switched to any of your internal telephones or FAX machines Basic definitions External line or CO line This is a telephone line that comes from the telephone company Port station extension These terms are used interchangeably A port is the telephone connector in TeleCraft that can accept the telephone cord coming from your own telephone equipment Any TeleCraft port can accommodate your telephone equipment Operator Console This unit provides a visual display of line and station status Note that the Operator Console does not have a keypad nor a handset It complements your phone The CO line status bi color LEDs tell you when the line is free ringing busy or on hold The LED changes from red to green only when you are on this line The station LEDs are red and indicate whether the extension is busy or not The console allows you to communicate with others hands free The speaker is also used to alert you when a CO line is ringing This feature can be disabled at your discretion Service mode TeleCraft provides two service modes the business hours mode also referred to as the day time mode and the night mode The night mode is also activated during your lunch break What is a hunt group Sometimes yo
13. er to eliminate any notification destination enter 3 when TeleCraft directs you to press 1 for a pager or 2 for a telephone and ignore the invalid entry response e When the telephone number is local enter the number only e g 575 1508 You do not need to add a 9 to select an outside line When needed enter the area code as well e g 1 310 575 1508 e When entering pager numbers you must allow for enough time for the pager company to respond to the call and then you must enter the code to appear on your pager Hence you need to enter 1 the telephone number as described above followed by 2 the appropriate number of stars 4 to insert delay allowing the pager company to respond to the call each star represents roughly 2 seconds followed by 3 the code you d like to appear on your pager For example assume that your pager number is 575 1508 and that you d like your pager to display 777 when TeleCraft pages you In this case enter 575 1508 777 The two stars allow your pager company 4 seconds to respond The sign tells TeleCraft that you have finished entering the number e The telephone number and everything else following it cannot be longer than 22 digits e Forwarded messages activate the local notification only Remote notification is not activated e When notification procedures 6 or 7 are selected each new message restarts the notification procedure e last two digits sent to you pager indicate the
14. forwarded to any extension Force Day or Night Mode These commands force TeleCraft to switch mode regardless of the time of day or day of the week The service mode remains in effect until it is manually or automatically changed Note that the Operator can change this mode by using the telephone connected to port 00 without entering Programming Relaxed Password Pressing 8 from your own telephone or pressing the VOICEMAIL button takes you to your voice mail menu When Relaxed Password is disabled you need to enter your password to continue When it is enabled password verification is skipped This feature is available to mailboxes 100 to 115 AND only when they use their own extension Page 18 User Summary Table Feature Operator Console No Console Get an outside line Press LINE Dial 81 82 83 84 85 or 86 Answer a ringing line Press LINE 7 Put call on hold Press PBX HOLD or HOLD flash 4 listen to beeps Retrieve from hold Press LINE Press 81 82 83 84 85 or 86 Call pickup Press LINE or PICK UP ANY 7 Get an outside line Press LINE 9 Hands free call lt ext gt lt ext gt Put call on exclusive hold flash flash Retrieve from excl hold flash flash Call transfer XFER or TRANSFER ext flash ext Call recording flash 183 flash 183 Log into your voice mail Press MESSAGE or 8 VOICEMAIL Public announce
15. he System Administrator must enable this feature Public Announcement TeleCraft offers two Public Announce methods power announce and TC 6000 announce Power announce dial 199 TC 6000 announce dial 198 Restricted Global Programming from Port 100 Restricted global programming allows you to change global parameters without entering Programming Note that these commands can only be executed from port 00 Alternatively anybody can do it via the voice menus the preferred way Hunt Forwarding LEE eee Hunt forwarding allows you to divert forward calls from any hunt group to its back up To forward a hunt group press 0 4 hunt number 9 To cancel forwarding press 0 4 hunt number 6 Note that this option affects the current mode only Mode change You can manually change TeleCraft s operating mode from Day to Night Lunch and vise versa To force DAY mode press 063 To force NIGHT mode press 066 TeleCraft User s Manual Page 12 gt 1 Extension Programming Voice Mail Extension programming lets you modify your own telephone operation without affecting anything else in the telephone system The only exception is that you can force DAY or NIGHT mode Entering your mailbox T Enter your mailbox by pressing the MESSAGE or VOICEMAIL button or 8 from your extension To manage a hunt group mailbox dial 180 hunt number When calling from outsid
16. hus when your message waiting light in ON you may have message in your own mailbox extension 100 or in hunt group 0 mailbox Message waiting When callers leave messages the internal dial tone may stutter In addition the message waiting light on your phone if available turns ON After you hear all of your messages TeleCraft deactivates the stutter dial tone and turns the message waiting light OFF The System Administrator may disable the stutter dial tone anytime The back up concept Each port and hunt group have their own back up Calls are diverted from your phone to your back up in three cases 1 the port is busy 2 there is no answer and 3 call forwarding is activated The back up can be one of the following A hunt group Another extension The Automatic Attendants Voice mail An external telephone number the number must be entered in one of the Speed Dial numbers or TeleCraft User s Manual Page 5 CII 6 No back up In this case the backup be the operator Call hold park This feature allows you to put callers on hold and while on hold they listen to music TeleCraft offers two hold types exclusive and public also called call park Exclusive hold allows you to directly transfer a call create a conference call convert it to public hold or retrieve the call and continue the conversation The HOLD button puts callers on public hold call park You can then ha
17. ng up knowing that the caller is on hold listening to music The consoles throughout the office show this line as on hold allowing anybody to press the corresponding LINE button and pick up the call Note that if you do not have a console TeleCraft lets you know which line is on hold by supplying several beeps denoting the line number TeleCraft User s Manual Page 6 How to Use TeleCraft This chapter describes the day to day telephone operations that include making calls putting a call on hold etc Making Internal Calls Internal intercom calls are calls you make to extensions inside your office Step by step Dial the extension or hunt number When your phone is programmed for auto 9 insertion press the FLASH key prior to dialing Ifthe extension is busy or forwarded your call will be forwarded Calls originated from within the office cannot be forwarded to external telephones Instead you will hear a busy signal Making Internal Calls Hands Free Your destination needs the Operator Console for this feature Step by step Dial followed by the extension number You hear an alert signal after which you can converse for a limited time Making External Calls External calls are calls made to people that are outside your office There are several ways to make these calls Step by step Press 9 OR Press 8 followed by the line number to use This way you specify the external line to be selec
18. or specifies the time between calls The default is about 30 minutes Any newly arrived message restarts the procedure Notify destination 2 until message is taken Same as above except that destination 2 is used instead of destination 1 Notify destination 1 once TeleCraft calls once only If this destination is a pager you may respond at your convenience without receiving another notification If this destination is a cell phone you may enter your mailbox and listen to the message or just hang up Notify destination 2 once Same as 4 above except that destination 2 is used instead of destination 1 Notify destination 1 then destination 2 until message is taken TeleCraft notifies destination 1 waits notifies destination 2 waits and starts all over again This procedure is terminated when you hear the new message s Any newly arrived message restarts the procedure causes it to start from destination 1 Notify destination 1 then destination 2 once TeleCraft notifies destination 1 and waits If you do not hear the message it notifies destination 2 with no further notifications Page 16 At this menu when you select Change notification destination 1 or Change notification destination 2 TeleCraft asks you to specify whether this destination is a pager cell phone and then prompts you to enter the telephone number Here are important notes e You can program the notification destinations and not use them at all If you pref
19. power 199 199 Public announce TC 6000 198 198 Automatic 9 insertion 59 Cancel automatic 9 flash 9 Conference call CONF ext CONF or flash ext flash flash ext flash Allow speaker ring 190 n a Disallow speaker ring 191 n a Set key mode amp address 192 n a Cancel key mode 193 n a Operator Station Programming Port 00 Feature Operator Force Day mode Operator Force Night Lunch mode Operator Hunt Group forward 04 hunt number 9 Operator Cancel Hunt Group forward 04 hunt number 6 aa 222 22 2 4 22 TeleCraft User s Manual Affects the current Day Night mode only Key Sequence Page 19 index automatic attendant 5 hunt group 4 back up concept 5 internal calls 7 call pick up 10 LED 4 call transfer 9 lunch break 4 call waiting 11 message waiting 5 CO line 4 PABX 4 double forwarding 17 port 4 exclusive 6 public 6 external calls 7 service modes 4 hold 6 8 stutter dial tone 5 TeleCraft User s Manual Page 20
20. t the main menu pressing 3 invokes the following menu 3 Manage notifications 1 Review current notification Playback notification destination 1 notification destination 2 and the notification procedure 2 Change notification destination 1 Enter your pager or cell phone number for destination 1 3 Change notification destination 2 Enter your pager or cell phone number for destination 2 4 Set notification procedure Specify if where and how to call you Every message left in your mailbox initiates TeleCraft s local and remote notification procedures as follows Local notification consists of 1 2 Turning the stutter dial tone ON if enabled Turning your phone s MESSAGE WAITING lamp ON if available Remote notification has two components a where to call and b how to notify TeleCraft is capable of notifying you at two destinations called notification destination 1 and notification destination 2 Each can be a pager or a cell phone Select one of the following notification procedures 1 2 TeleCraft User s Manual No notification TeleCraft does not notify you remotely even if you entered any of the notification destinations Notify destination 1 until message is taken TeleCraft calls destination 1 until you listen to the new message If you do not respond to the first call TeleCraft will call you again The System Administrat
21. ted In contrast to Dial 9 here you have full control over the line selection OR Press any LINE key With the Operator Console you can press LINE 1 LINE 2 etc to get any external line TeleCraft does not allow selecting busy lines TeleCraft User s Manual Page 7 Operator Console display LINE STATUS LED DISPLAY COLOR Available OFF Ringing Ring pattern RED On hold Fast blinking RED Busy ON RED Busy on this line ON GREEN Speed dialing Speed dialing allows you to dial any of the public speed dial numbers stored in TeleCraft s memory TeleCraft automatically selects a free external line from your list of allowed external lines and dials the number Step by step Dial the speed number Speed dial numbers are 700 to 749 Putting Calls on Exclusive Hold When you put outside callers on hold they listen to music or to any other audio program you supply If music is not supplied callers on hold will not hear anything Step by step Press FLASH To return from hold press FLASH again You cannot put internal calls on hold When you put an external line on hold the intercom dial tone is heard for several seconds after which you hear music as well The dial tone is needed for Call Transfer as explained later Note that once you hear the dial tone you may press to hear music Putting Calls on Public Hold Call Park When you put outside callers on hold the
22. to a full mailbox will delete the message Forwarded messages do not activate remote notification Entering this menu suspends the notification process At the main menu pressing 2 invokes the following menu 2 Record messages 1 Play personal greeting Play the message callers hear before leaving you a message 2 Record personal greeting Erase the current personal greeting and record a new one The maximum message length is 2 minutes 3 Erase personal greeting Revert back to the factory message 4 Play your directory name Play your employee directory message if recorded 5 Record your directory name Erase the current message and record a new one See notes below 6 Erase your directory name It removes your name from the directory TeleCraft User s Manual Page 14 General notes Callers arriving at your mailbox hear either the default message Please leave a message for mailbox lt mailbox number gt OR your own message if you recorded one Then TeleCraft plays additional instructions During any of these messages the callers can press the key to skip the rest of the messages TeleCraft then activates the beep after which it starts recording Nonetheless while these messages are playing the mailbox owner may press the key to access his mailbox Pressing any other key aborts leaving a message When enabled after leaving a message
23. u call an organization to talk with anyone in a certain group within that organization For example you need to talk with a representative in Customer Service TeleCraft User s Manual Page 4 System Administrator forms a Customer Service group This group is then assigned a single digit Customer Service number Once the caller dials this single digit extension the call is automatically routed to the first available representative in this group Note that this group also has a mailbox and that all Customer Service representatives retain their individual extension numbers What is the Automatic Attendant The Automatic Attendant is the part of your telephone system that automatically answers incoming calls instead of the operator A typical message may be Thank you for calling GCT If you know the extension number dial it now Dial 2 for Sales 3 for Customer Service or 4 for Technical Support Press 0 or stay on the line for the operator What is voice mail Voice is the of your telephone system that stores voice messages that callers leave and notifies you when new messages arrive The voice mail and the Automatic Attendants use the same hardware but perform different functions User mailboxes Each extension and each hunt group have their own mailbox For instance extension 100 owns mailbox 100 hunt group 0 owns mailbox 0 and so on Note that extension 100 is included in hunt group 0 t
24. y may listen to music Step by step With the Operator Console Press the PBX HOLD button and hang up OR Press FLASH 4 and hang up After you press FLASH 4 TeleCraft sounds a number of tones specifying which line it was One tone indicates line 1 two tones indicate line 2 etc TeleCraft User s Manual Page 8 Retrieving Calls from Public Hold Park Recall Use any telephone in the office to retrieve a call that is on public hold Step by step With the Operator Console Press the corresponding LINE button Without the Operator Console Press 8 and the line number Transferring a Call Inside the Office Note that only conversations involving external lines can be transferred Step by step 1 Press the XFER or TRANSFER FLASH key Now the other party is on hold listening to music 2 Blind transfers Dial the extension number and hang up If the dialed extension is busy the call will automatically transfer to the back up Transfer with privacy Dial the extension number When the called party answers you may converse in full privacy Then to transfer the call just hang up Otherwise wait for the called party to hang up and press the FLASH key to return to the original conversation Transferring a Call Outside the Office Note that only conversations involving external lines can be transferred Step by step 1 Press the XFER or TRANSFER FLASH key Now the other party is on hold listening to musi
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