OPI-II Operator Console for MD110 User Guide Ericsson communications solutions for enterprise networks combine and improve advanced ways of exchanging information via voice, data, video and evolving future media. This requires a true understanding of how businesses and professionals interact— an understanding that goes far beyond meeting just the technological requirements. Our customers include owners of small to large enterprise networks, local as well as multinational.
Welcome The Console Welcome to the User Guide for the OPI-II Operator Console in the MD110 system. It is a state-of-the-art business communications system. Its alliance of features and facilities effectively improves communications for virtually any kind of organization. To take full advantage of these advanced features and facilities there is a line of telephones, designed for ease of use in every situation.
Table of Contents Table of Contents page Introduction ..............................................2 The Console ............................................3 Preparing the Console ..............................7 Incoming Calls ........................................10 Extending ..............................................15 Service Facilities ....................................26 Assistance ..............................................38 Outgoing Calls ........................................
Introduction Introduction How this manual works The initial section of the manual introduces the equipment and familiarises you with the layout of the console. The main body of the manual covers all the operating functions e.g. answering and extending calls. The conventions used within this section are: Actions appear in an alternative bold typeface and the key diagram appears in the left hand margin opposite the text.
The Console The Console The OPI-II operator console uses a combination of advanced digital technology, ISDN communication principles and distributed stored program control. This makes it the perfect choice for an organisation that knows the value of fast and precise information handling. The console consists of three components: • • • Display unit which displays call information using symbols. Key panel for processing calls and performing operator tasks. Handset or headset.
The Console Description 7 8 9 6 10 7 4 6 8 6 OPI-II
The Console The displays The display symbols indicate which function the console is currently performing. There are five display fields: 1 2 and 4 Call admittance field • The type of incoming call. • How many calls are waiting to be answered. • Alarm class and maintenance indication. Call status fields • Extension numbers and line data. • Status of called party or operator. • The first connected party appears in the left side. 3 Connection field • Dialled digits (up to eight digits). • Call metering.
The Console Connection of accessories Handset, headset, footpedal, braille unit and tape recorder can be connected to the display unit of the console, see the diagram below. Notes: - The breakplates of some connector inlets must be removed before connection, preferably with a small screwdriver. - When quick disconnect cable for handset is used, the coiled end of the cable should be connected to the console. Display unit left side FOOT PEDAL TAPE REC.
Preparing the Console Preparing the Console On/Off duty The console must be turned on to receive calls. If an incoming call is not answered within a predetermined time, the console is automatically switched off. Notes: - As an option, calls to the individual operator number can be received even if the console is turned off, if required contact system administrator. Off appears on the display if the console is turned off. Night appears on the display if the console is in night service mode.
Preparing the Console Adjusting the tone ringer character You can change the tone ringer to ten different characters. Press You enter programming character adjustment mode. Dial any digit 0-9 to select a ringer character Selected tone will be heard. The last digit pressed will be stored when you exit programming mode. Press to exit Note: The console must be idle or in absent/night mode. Tone ringer should be audible until exit of programming mode.
Preparing the Console Manual or automatic extending Incoming calls can be extended automatically or manually, automatically extended calls are transferred to extensions without pressing a key. The operator functions in this user guide are for a console switched to automatic extending. Press to activate automatic extending (To return to manual extending press the key again.) The display shows that calls will be automatically extended.
Incoming Calls Incoming Calls Incoming external calls The console rings and the display shows a new external incoming call. Which symbols are displayed depends on the call type: Incoming call from a public network 2 Incoming call from a private network Incoming call from a tie line Press to answer the call You are connected to the calling party. 2 10 The display shows this information if the call is from a private network.
Incoming Calls Rerouted calls If a call fails to reach the designated location it is rerouted to the console. Press to answer the call You are connected to the calling party. There are four reasons a call is recalled to the console, the reason appears on the displays: 4 Dialled extension is busy. Resource congestion is encountered. Dialled extension is blocked. 4 Dialled number is vacant or an incomplete number.
Incoming Calls An extension or operator calls the console An extension or operator can contact the console using one of two methods: 1 2 Dialling a common operator number Note: If an operator dials a common operator number all the other operator consoles in the system ring. 1 2 Dialling an individual operator number Note: If the function to ”receive calls while the console is turned off” is used and the console is turned off, the left symbol will not light.
Incoming Calls Emergency calls An emergency call from an extension, a private network or a tie line is signalled by a continuous acoustic signal. 1 2 2 Emergency call from an extension Emergency call from a private network Emergency call from a tie line Press to answer the call You are connected to the calling party. Diverted calls When a caller is diverted to your console. The console rings.
Incoming Calls Absence information (Message diversion) When a called extension has activated an absence information and the call is diverted to your console. The absence information can be activated on consoles or extensions. A single tone is heard. If the diverted call is from an external line 2 If the diverted call is from an extension The display unit shows the extension number, the absence code and the time/date of return for the called extension.
Extending Extending This chapter describes how to extend calls to extensions, operators, paging units and external lines. Extending (in general) To transfer a call to an extension. Dial the extension number Press to extend the call The call is extended and the console is cleared. Note: If the console is set to automatic extending mode, the call is automatically extended after the last digit of the extension number is dialled and the console is cleared.
Extending Announce call If you want to announce the call before extending (the console must be in manual extending mode). Dial the extension number Press Note: If the called extension is in a private network, there is no need to press this key, the call is made automatically. The console rings the extension. 4 The called party answers. Press to extend the call The call is extended and the console is cleared.
Extending Busy extension 4 4 If the extension is busy, inform the caller and ask if he/she wants to hold or call later. If the caller wants to hold: Press to extend the call The call is extended and camped on to the busy extension. The console is cleared. If the caller wants to call later: and Press The call is disconnected and the console is cleared. If the caller wants to be connected to another extension: Press Dial the extension number Proceed to extend the call as normal.
Extending Barred extension When an extension is barred from receiving direct indialled calls from the public network, it is rerouted to you. Display example: Inform the caller that the requested extension is barred for direct indialling If the caller wants you to extend the call to the required extension: Press and dial the extension number Extend the call in the usual manner.
Extending Vacant number When a vacant extension number is given to you by the calling party: 4 and Inform the caller about the situation Press The calls are disconnected and the console is cleared. Absence information (activated Message diversion) When an external party wishes to speak to an extension with an activated absence information. Dial the extension number The console shows the diversion code, and if entered, the time/date of return.
Extending Diverted extension When you extend a call to a diverted internal extension. Dial the extension number The console shows the diverted number. Press to extend the call The call is extended and the console is cleared. External follow-me When you extend a call to an internal extension that has activated an external follow-me, i.e. ordered a transfer of incoming calls to an external telephone number. Dial the extension number The display shows that the call is being redirected to an external line.
Extending Personal number When you extend a call to an extension that has activated a personal number profile. Note: At automatic extending, or when you extend before sending a ring signal towards the extension, the console gives normal information. If you want to send a ring signal before extending: Dial the extension number Note: Manual ringing is not possible to a cordless or IP extension, or to an ISDN terminal.
Extending Operators and groups To extend a call to another operator or group in your own exchange or private network. Operators Dial the operator number Press to extend the call The call is extended and the console is cleared. Groups To extend a call to a group number: Dial the group number The console shows both the dialled group number and the number of the answering extension in the group. Press to extend the call The call is extended and the console is cleared.
Extending Paging unit Calls can be extended to a paging unit. Dial the extension number Press to activate the paging facility You can extend the call before answer or wait for answer. The display shows the paging symbol. Press to extend the call The call is extended and the console is cleared. Note: The paging will start automatically if you extend a call to an extension which has an activated diversion to a paging unit. Normally you will not be involved in the answering procedure.
Extending Message paging The paging unit can be equipped to permit message paging. The messages are transmitted as predetermined digit codes containing a maximum of ten digits. The message is shown on the display of the paging receiver. *81* * Dial Dial pagee’s extension number and press Dial the message code (1-10 digits) # Press The console is cleared. External line This could be a call to another office exchange within the private network or to the public network.
Extending Bypassing Diverted extension 4 4 When you have called a diverted extension the divertee number appears on the display. Press *60* Dial Dial the extension number # Press to activate bypassing Press If the diverted extension accepts the call: Press to extend the call Absence information When you have called an extension and receive absence information. Press The extension is called once again but this time there is no absence information.
Service Facilities Service Facilities On hold Putting an ongoing call temporarily on hold leaves the console free to perform other functions. The call is time supervised, you are recalled if the call is not retrieved within a certain time period. The call being put on hold must be in speech connection with the console. Press to put the call on hold or Press to retreive the call on hold You have speech connection with the party that was put on hold.
Service Facilities To put on hold using the on-hold-keys An alternative method to put a call on hold is by using an on-hold-key. Press to put the call on hold The corresponding key symbol is displayed and the console is cleared. Press the relevant key to retrieve the call on hold You have speech connection with the party that was put on hold. To put on hold using the monitoring key Calls can also be put on hold using the monitoring key.
Service Facilities Announcing When you receive a call for an extension that needs to be announced before extending follow these procedures (the console must be in manual extending mode). The extension is free Dial the extension number Press to call the extension When the called party answers, announce the call Press Speech connection with the caller and extension (Three-party connection). Press to extend the call The call is extended and the console is cleared.
Service Facilities The extension is busy If you are announcing a call to a busy extension and call waiting is permitted. 4 4 The display shows this information. If the caller wishes to wait: Press to activate call announcing Press to camp on the call The call is camped on to the extension with announcing, the console is cleared. 4 When the extension becomes free you will be recalled: Press Speech connection with the party that was put on hold.
Service Facilities Recall A recall is a: • • • • Call Call Call Call put on hold by the answer/extend key. put on hold by a put-on-hold key. extended to a free extension which does not answer. extended to a busy extension. The calls are time supervised. When the call is not retrieved or answered within a predetermined time (changeable by the system administrator), the call will be returned to the console.
Service Facilities Call metering An extension can request an external line with call metering. Do this using one of the following four methods: Note: The two first methods are not possible for a cordless or IP extension, or for an ISDN terminal, as manual ringing is not applicable towards these types of extensions. Calling extension first This method stops the extension from receiving or making other calls whilst you are preparing the requested metered call.
Service Facilities Calling external party first Ask the extension to hang up Press Make an external call in the usual manner Ask the called party to hold the line Call the extension Press Announce the call when the extension answers Press to talk to both parties Press to extend the call The call is extended and the console is cleared.
Service Facilities Extend dial tone An extension calls the console and requests an external metered line. Ask the caller to hold the line Press Dial the code to get an external line Dial tone. Press to extend the call The line is extended and the console is cleared. Recall from a metered call All metered calls are recalled to the operator on completion so the operator can read the meter. When a meter call is recalled to the console: The displays shows the following information.
Service Facilities Serial calls A serial call allows a caller to speak to several extension within the exchange without having to call back. After each conversation is terminated the caller is redirected to the console. The operator dials the next extension and extends the next call. Note: If you need to be absent marked after a serial call has been ordered, the function ‘diversion of recall’ must be activated, see section “Recalls diverted to another console”.
Service Facilities Recalls diverted to another console If you need to leave the console unattended e.g. during a serial call you must insure that all calls are redirected to another operator. To order diversion of recalls: *21* Dial and dial the individual operator number # Press Note: U.K., press *2* No. # Press to activate The console is marked absent. To cancel the diversion of recalls: #21# Dial Note: U.K., press #2#. Dialling during a connected call When calling interactive tele services, e.
Service Facilities Intrusion and forced release For urgent calls you can use the intrusion function to enter busy extensions and, if accepted, disconnect him/her to extend the new call. An incoming urgent call is connected to the console. Dial extension number 4 4 Appears on the display if the extension is busy. Appears on the display if the extension is busy with a call camped on. Press to intrude on the conversation The intrusion tone is heard and you are connected to the ongoing conversation.
Service Facilities If the extensions class of service does not permit intrusion The displays signals that intrusion is not permitted on this extension. Press You are connected to the urgent caller. Inform the caller that you are unable to intrude and that they will have to wait until the extension is free Press to camp on the call The caller is camped on to the extension and the console is cleared.
Assistance Assistance Assistance methods If an extension cannot or is not allowed to perform a task, it can contact an operator to request assistance. The operator can: • Call the extension first • Call the external/other party first • Request the extension to wait for the call with the handset off • Extend the dial tone so they can make the call themselves.
Assistance Extension first The extension hangs up after phoning the operator to request assistance. This method of assistance prevents the extension from making or receiving any calls. Dial the extension number and the requested number Press (if the requested number is an internal number) Inform the called party and ask to hold Press Announce the call Press You have speech connection with both sides. Press to extend the call The call is extended and the console is cleared.
Assistance Extension is waiting with handset off Dial the number of the other party Ask the called party to hold Press Announce the call Press You have speech connection with both sides. Press to extend the call The call is extended and the console is cleared. Extending dial tone The calling party requests an external line. Ask the caller to hold Dial the route access code for an external line Dial tone.
Assistance Conference calls A conference call can be established with a maximum of 8 members, you can either lead the conference or be a member. Conference leader/initiator To initiate a conference (console is idle on both sides): *3# Dial To add a member to the conference: Dial the extension number Press The console rings the extension, inform the extension that a conference call is starting. Press 2 The number of conference members is displayed.
Assistance Conference member An extension can include an operator in a conference they have initiated. Note: As a conference member you do not have access to any operator functions. Press 2 You are connected to the calling party. The caller informs you that you are connected to a conference. Press to terminate You are disconnected from the conference and the console is cleared. Internal group hunting You can help group members to leave and join a group.
Assistance Programming individual abbreviated numbers You can assist extensions to program individual abbreviated numbers to digit keys 0-9 on the telephone key pad. The number to be programmed may consist of a maximum of 20 digits. Notes: - The extension must have access to this function. - In Finland only digits 1-9 can be used.
Assistance Authorisation code You can lock/unlock an extension using the individual authorisation code. To lock an extension: *76* # Dial Dial the extension number and press To unlock an extension: #76* 44 Dial * Dial the extension number and press # Dial the individual authorisation code and press Contact your system administrator regarding the authorisation code.
Assistance Diversion You can assist an extension to divert calls to a predetermined position specified by the system administrator. Note: The extension must have access to this function. Direct diversion when a call is extended to the extension Activate: *21* # Dial Dial the extension number and press Note: U.K., press *2* No. # Cancel: #21* # Dial Dial the extension number and press Note: U.K., press #2* No.
Assistance Diversion when the extension is busy Activate: *212* # Dial Dial the extension number and press Cancel: #212* # Dial Dial the extension number and press Internal follow-me Assist an extension to divert calls to an alternative extension number. Note: The extension must have access to this function. Activate: *21* * Dial Dial the extension number and press Note: U.K., press *2* No. # # Dial the new number and press Cancel: #21* # Dial Dial the extension number and press Note: U.K.
Assistance External follow-me You can assist an extension to divert calls to an external number. Note: The extension must have access to this function. Activate: *22* Dial # Dial the extension number and press # Dial the code to get a line/external no. and press Cancel: #22* # Dial Dial the extension number and press Follow-me to paging unit You can assist an extension to divert calls to a paging unit.
Assistance Absence information (Message diversion) You can assist an extension to divert calls into an absence message. The diversion reason is a predefined one digit code. Time of return is written as four digits, HHMM (time of day) MMDD (Date). Activate: *230* * Dial Dial the extension number and press (0-9) * Dial reason code and press Contact your system administrator regarding the valid reason codes.
Assistance Data traffic Call to a data extension that is free: Dial the data extension number Press to call the extension When the called party answers: Dial the data extension number again The display shows that the extension is free. Press to extend the call The call is extended and the console is cleared. If the data extension is in test or local mode: The display shows that it is not possible to make a connection.
Assistance Personal number (optional) As an operator, you can activate, change or deactivate this function for a selected extension. When an extension has activated a personal number search profile, incoming calls are transferred to internal or external telephones or back-up services (i.e. voice mail or operator) in the decided order to find the called person.
Assistance Free seating You can assist a user with the log off procedure. (The log on procedure must be done by the user from the telephone to be used.) To log off: #11* # Dial Dial the extension number and press The user is logged off from the used telephone.
Outgoing Calls Outgoing Calls Via any external line Note: The console must be in idle state with no party on the left side of the display. Dial the code to get an external line and the number The display shows this information. 2 To terminate the conversation: Press The call is disconnected and the console is cleared. If all lines are busy, you can start supervision and be recalled when the line becomes free: Press Press The route is supervised and the console is cleared.
Outgoing Calls Via a specific external line *0* # Dial Dial the line number and press Dial the code to get an external line and the external number Press to terminate the conversation The call is disconnected and the console is cleared. 2 If the line is busy you can start supervision and be recalled when the line becomes free: Press Press The line is supervised and the console is cleared. The console rings when a line becomes free.
Outgoing Calls Via an ISDN line or via a direct line to another office exchange Dial the code for the ISDN external line or for the direct line Dial the external number Press to terminate the conversation The call is disconnected and the console is cleared. If all lines are busy this symbol is shown on the display. To an extension in the private network Dial the extension number Press to terminate the conversation The call is disconnected and the console is cleared.
Outgoing Calls To an extension in your own exchange Normal call: Dial the extension number Press The console rings the extension. Press to terminate the conversation The call is disconnected and the console is cleared. If the called extension has activated an absence information: You will see the activated information, see section “Extending Absence information (activated message diversion)”. You can bypass the information, see section "Extending - Bypassing".
Outgoing Calls If the extension is busy, you can supervise the line until the extension becomes free: Note: A free extension that does not answer a call can also be supervised. Press Press The extension is camped on. The console is cleared and the extension cannot initiate new calls. 2 The console rings when the extension becomes free. Press to answer the call Press The console rings the extension and you are connected. Press to terminate the call The call is disconnected and the console is cleared.
Outgoing Calls To paging unit Persons equipped with a wireless paging receiver, can be paged from your console. Depending on the type of paging system it is possible to send digit messages or voice messages to the paged person. If you receive a congestion tone when paging, this indicates that the paged person has his paging receiver in the charging rack and is probably out of the office. Dial the extension number of the person you want to page Press to activate the paging facility The paging starts.
Outgoing Calls Alarm paging without message code: *810* # Dial Dial pagee’s extension number and press Alarm paging with message code: *810* * Dial Dial pagee’s extension number and press Dial the message code (1-5 digits) # Press Note: The alarm paging continues until it is answered.
Outgoing Calls Individual abbreviated number You can program up to 10 individual abbreviated numbers for your own use by using the digit keys 0-9 on the telephone key pad. The programmed numbers can consist of a maximum of 20 digits. Notes: - The console must have access privileges to this function. - In Finland only up to 9 digits can be used.
Other Useful Facilities Other Useful Facilities Clock Press and hold The time of day is shown on the display in 24 hour format. NIght service The exchange has four different types of night service: 60 • Common night service All incoming calls are rerouted to a predetermined extension(s). • Individual night service Incoming calls on a particular external line or a group of external lines are rerouted to a predetermined extension or customer.
Other Useful Facilities To order flexible night service: *84* Dial * Dial the extension number and press * Dial the code to get an external line and press # Dial the external line number and press To cancel flexible night service: #84* # Dial Dial the extension number and press Note: If night service is not cancelled by you manually and if it has lasted at least one hour, the flexible night service will be cancelled automatically one hour after the exchange has been switched back to day service.
Other Useful Facilities Alarm If a fault occurs in the exchange, this symbol flashes and shows 2, 3 or 4. The number indicates the degree of seriousness. 2 = Requires action within one week 3 = Requires immediate action during normal working hours 4 = Demands immediate action at all times Use the following procedure to acknowledge the alarm: Press The display shows this information. 107 Dial and press The symbols changes to steady light. Press The console is cleared.
Other Useful Facilities Emergency switching It is possible to switch the exchange into emergency state. This only allows predetermined extensions to initiate calls. To switch the exchange into emergency state: *90# Dial The display shows that the console is in emergency state. To return the exchange to normal state: #90# Dial Malicious call tracing If you are disturbed by malicious external incoming calls you can invoke the malicious call tracing service which will cause an alarm and printout.
Other Useful Facilities Busy verification If a specific extension or external line has been busy for an unusually long time, you can verify its status. Note: The right side of the console must be idle. Dial the extension number or Access a specific external line The display shows this information. Press The display shows who is connected to the busy extension or external line.
Display Unit Symbols Display Unit Symbols Symbols that appear in the call admittance field Number of queuing calls. Steady indicates a call to an individual operator. Flashing indicates a call is not answered within a predetermined time. Maintenance work in progress in the exchange. Alarm classes 2-4. External call from public exchange. Steady indicates an external call from private network (tie line). Flashing indicates an emergency call from private network (tie line). Recall.
Display Unit Symbols Symbols that appear in the call status fields (left/right) Called extension is free. Steady indicates the called extension is busy. Flashing indicates the called extension is busy with a call camped on. Dialled extension is unassigned, called extension is in line lockout state or called console is in off duty state. Called extension is busy and call waiting is allowed. Individual do not disturb marked extension. Called extension is in line lockout state. Ring signal to called party.
Display Unit Symbols Symbols that appear in the connection field Serial call. Steady indicates a call to a blocked extension, extension with ‘intrusion forbidden’ or extending forbidden. Flashing indicates resource congestion is encountered. Metered call. Display with eight digits. Symbols that appear in the programming/ put-on-hold field Steady indicates the console is in absent state. Flashing indicates the console is manually blocked. Console is in programming mode.
Key Description Key Description All keys are non-locking. Present/Absent key Press when you do not wish to admit any more calls to your console. Press again to terminate the state of absence. If all consoles are in state of absence the exchange will be switched for night service. Program mode key Press to set PBX-operator console in programming mode. Press again to exit. Continuous signal key Press when your console is to be left unmanned for a brief period.
Key Description Call metering key Used in two ways: • • Press to mark the external line to be metered. Press to read off the registered metering pulses and dialled external number. Privacy key Can be used in two ways (programmable from a maintenance terminal): • • Press and hold: The caller will not be able to hear the conversation in your room. Toggle to change: Press to turn the microphone off. Press again to turn the microphone on.
Key Description Call announcing key Used for: • • Call announcing towards busy extension. Supervision of busy external line. Left status field disconnect key Used in three ways: • • • Press to disconnect speech connection with party in left call status field. Press to correct digits dialled in connection with left call status field. Press to display the unanswered extended call.
Index Index Absence information (Message diversion) 14 Acoustic signal 7 Adjusting the tone ringer character 8 Alarm 62 An extension or operator calls the console 12 Announce call before extending 16 Announcing 28 Assistance 38 Authorisation code 44 Barred extension 18 Busy extension 17 Busy verification 64 Bypassing 25 Absence information 25 Diverted extension 25 Call metering 31 Call splitting 37 Clock 60 Conference calls 41 Connection of accessories 6 Data traffic 49 Description 4 Dialling during a con
Index Incoming calls 10 Absence information 14 An extension or operator calls the console 12 Diverted 13 Emergency 13 External 10 Inquiry 12 Rerouted 11 Incoming external calls 10 Individual abbreviated number 59 Inquiry 12 Internal follow-me 46 Internal group hunting 42 Introduction 2 Intrusion and forced release 36 Key description 68 Last external number redial 58 Lock an extension 44 Malicious call tracing 63 Manual or automatic answer 8 Manual or automatic extending 9 Message paging 24 NIght service 60
Welcome The Console Welcome to the User Guide for the OPI-II Operator Console in the MD110 system. It is a state-of-the-art business communications system. Its alliance of features and facilities effectively improves communications for virtually any kind of organization. To take full advantage of these advanced features and facilities there is a line of telephones, designed for ease of use in every situation.
Quick Reference Guide OPI-II Operator Console for MD110 Display unit symbols Connection field Serial call. Call admittance field Blocked extension, intrusion forbidden or extending forbidden. Number of queuing calls. Call to individual operator or not answered on time. Metered call. Maintenance work in progress in the exchange. Alarm classes 2-4. Display with eight digits. Programming/put-on-hold field External call from public exchange. Console in absent state or manually blocked.
Quick Reference Guide - OPI-II Assistance Outgoing calls Diversion direct: * 2 1 * Ext. No. # U.K. press 2 instead of 21 to activate and cancel External call: Cancel Diversion when busy: Cancel #21* Ext. No. *211* #211* *212* #212* Ext. No. # # Ext. No. # Ext. No. # Ext. No. # Ext. No. * New ext. No. # U.K. press 2 instead of 21 to activate and cancel Internal follow-me: Cancel External follow-me: Cancel Follow me to paging unit: Cancel Conference (initiate): *21* #21* *22* Ext. No. Ext. No.
OPI-II Operator Console for MD110 User Guide Ericsson communications solutions for enterprise networks combine and improve advanced ways of exchanging information via voice, data, video and evolving future media. This requires a true understanding of how businesses and professionals interact— an understanding that goes far beyond meeting just the technological requirements. Our customers include owners of small to large enterprise networks, local as well as multinational.
