Installation guide

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Operator Manual for Office Extender G/95072 Issue 8 Page 8
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5. ACD Agent Mode without ‘Log on/off’ prompts (Default)
The agent dials line 2 of the Extender, and waits for the voice prompt to enter Operator number and PIN. The agent then
enters their operator number and PIN. If the PIN is invalid, the agent hears “Error, invalid PIN, please re-enter...” If the
third attempt is still invalid, the call is disconnected. When a valid PIN is entered, the agent hears PABX/ACD dial tone
and can enter the ACD log on code followed by # #. The agent then hears confirmation “bips”. The Extender then sends
distinctive simulated ring sound to the agent each time an incoming call is received. The remote agent presses * * to
answer the call and # # to end that call. If the agent hangs up or the connection is unintentionally released, the Office
Extender automatically dials up the agent’s telephone number when the next call is presented by the PABX ACD. When
the agent’s shift is over, they press * *, enter the ACD log off code, press # * #, and hang up.
6. Dial Mode without ‘Log on/off’ prompts
The home agent logs on by dialling line 2 of the Extender, and waits for the voice prompt to enter Operator number and
PIN. The agent then enters their number and PIN. If the PIN is invalid, the agent hears “Error, invalid PIN, please re-
enter...” If the third attempt is still invalid, the call is disconnected. When a valid PIN is entered, the agent hears dial tone.
The remote agent can then log in to the ACD just as a local agent would. The agent then presses # # and hears “Thank you,
please hang up”. The Extender then calls the agent’s number each time an incoming call is received. The agent’s telephone
rings as normal, and each call is answered in a normal manner, that is, picking up the handset and pressing * * to answer,
and then pressing # # before replacing the handset at the end of the call. When the agent’s shift is over, they press * *,
enter the ACD log off code, press # * #, and hang up.
Control Codes During an Established Connection (All Modes)
Answer call * *
Pick up line 1 * *
Hang Up line 1 # #
Hook Flash * * (100 ms timed loop break on line 1)
Force release # * * (Hang up Line 1 and Line 2 but remain logged on)
Clear down # * # (Hang up Line 1 and Line 2 and end session)