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presses 1, the Attendant puts the call on hold and tries to transfer it to exten-
sion 20. While the Attendant attempts the transfer, the caller hears the Hold
Announcement ("One moment please"), followed by music (because ABC has
a music-on-hold system connected to the system’s control unit). What happens
next depends on the status of extension 20.
Extension Is Available
If extension 20 (the Destination extension for Route 1) is available (not busy),
the Attendant transfers the call by ringing the extension. After the first ring, the
Attendant passes control of the call to the PARTNER Plus system control unit
(thereby freeing the Attendant to answer another call). The system will ring
extension 20 up to four more times, and if there is still no answer, the system
will transfer the call to the operator on extension 10. (The extension that will
get calls when the Destination extension does not answer is called the Transfer
Return extension. At ABC the operator on extension 10 is responsible for
handling those calls, so extension 10 is the Transfer Return extension.)
Extension Is Busy
If Route 1 is busy, the caller hears the Transfer Fail Announcement ("Sorry, that
extension is unavailable. Please hold for the operator or try again. For Cus-
tomer Service, press 1..."). The caller can select a different route, choose the
same route again, or hold for the operator.
The following conditions produce a busy signal:
■
■
■
■
Standard phone’s handset is off the hook;
System phone has both intercom buttons occupied (lights next to both
Intercom buttons are steady on or blinking);
System phone has Do Not Disturb feature activated; or
System phone is in programming mode.
NOTE:
System phones are the AT&T MLS-34D™, MLS-12D™, MLS-12™, MLS-6™, and
MLC-6, designed specifically for AT&T’s PARTNER Plus Communications
System.
Caller Dials a Two-Digit
Now let’s say the caller dials a two-digit extension instead of a route. Assum-
Extension Number
ing that ABC has 12 extensions (extensions 10–21), this is how the Attendant
would transfer the call:
■
If the caller dials a valid extension (extensions 10–21), the Attendant tries
to transfer the call, just like it does for routes.
■
If the caller dials an invalid extension, the way the Attendant transfers the
call depends on the number the caller dialed (see "Invalid Extensions
and Routes" on page B-3).
1-2 Setup Decisions