Aprilaire 8620 Phone User Guide Manual To The 24ca2469 74f0 4764 9eca 1c5fd8265376
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Axxess ® Model 8620 Phone User Guide Axxess IP Mode MODEL 8000 SERIES PHONES QUICK REFERENCE GUIDE TO FREQUENTLY USED FEATURES These are the basic instructions for the most frequently used telephone system and voice mail features. For detailed information on these and other features, refer to the complete instructions in the User Guide. PLACING AN INTERCOM CALL 1. With or without the handset lifted, dial an extension number. 2. If your call goes through handsfree to the called phone’s speaker, speak after you hear a double tone. If you hear continuous ringing, wait for the call to be answered. ANSWERING AN INTERCOM CALL To answer an intercom call that comes in through your speakerphone: EITHER, Respond handsfree. OR, Lift the handset for privacy. To answer a ringing (non-handsfree) intercom call: EITHER, Lift the handset for privacy. OR, Press (Speaker) or ANSWER to respond handsfree. OR, Press the flashing IC (Intercom) button. PLACING AN OUTSIDE CALL 1. With or without the handset lifted, press feature code (default is 8 OUTGOING or dial the Outgoing Call ). 2. Dial the desired number. (If you see a request for an account code and hear a single progress tone, you must dial an account code before you can place your call.) MAKING AN EMERGENCY CALL Dial 9 1 1 to automatically place a call to the system’s programmed emergency number (usually 911). You do not have to select an outside line first. CAUTION If using an IP phone, consult your system administrator and your local InterTel servicing company for important information about dialing emergency services from your phone before you begin using it. Part no. 835.2616-3 © Inter-Tel, Inc. October 2003 printed in US 1 ANSWERING AN OUTSIDE CALL EITHER, Lift the handset. OR, Press ANSWER . OR, Press the flashing button. REDIALING AN OUTSIDE NUMBER Select a line. Then press dialed. REDIAL or dial 3 0 8 . The number is automatically PLACING A CALL ON HOLD Press (Hold) and hang up or place another call. To return to the call, lift the handset. Then press or the flashing button. RESPONDING TO A WAITING CALL If you hear a “call waiting” tone through your handset and/or you see a flashing lamp, end your current call or place it on hold. Then press ANSWER , , or the flashing button. PAGING 1. Lift the handset and press PAGE , or dial 7 . 2. Dial the desired zone number (0-9). 3. After the tone, make your announcement and hang up. PICKING UP A CALL FROM ANOTHER EXTENSION 1. Lift the handset and dial 4 . 2. Dial the extension number where the call is ringing or holding. TRANSFERRING A CALL TO ANOTHER EXTENSION 1. Press TRANSFER or XFR . 2. Dial the desired extension number. 3. Wait for an answer, announce the call, and then hang up. If the number is busy, there is no answer, or the transfer is refused, press or the flashing button to return to the caller. TRANSFERRING A CALL TO VOICE MAIL 1. Press TRANSFER or XFR . 2. Dial the voice mail extension number. 3. EITHER, Dial the desired mailbox number and then hang up. OR, Hang up to send the call to the voice mail menu (so that the caller can enter the mailbox number). 2 TRANSFERRING A CALL TO AN OUTSIDE NUMBER 1. Press TRANSFER or and select an outside line. XFR 2. Dial the desired telephone number. 3. Wait for an answer, announce the call, and then hang up. If the number is busy, there is no answer, or the transfer is refused, press or the flashing button to return to the caller. FORWARDING CALLS 1. Press FWD . (Six-line display model users must then select a menu button.) 2. Do one of the following: • To forward to an outside telephone number: Select an outside line and dial a telephone number. • To forward to an extension number: Dial the extension number. • To forward to your voice mailbox: Dial the voice mail extension. CANCELING CALL FORWARD Press FWD . (Six-line display model users must then press the FWD OFF menu button.) PLACING CONFERENCE CALLS 1. While on the first call, press CNF . The call is now on hold. 2. Place an intercom or outside call, then press the flashing CNF button to place the call on hold. (If necessary, repeat this step to place a third call on hold.) 3. Press the flashing CNF button to join all of the calls together in the con- ference. CHANGING VOLUME LEVELS Press the (high) or (low) end of the Volume button to change the volume level. To save your change: EITHER, Press both ends of the Volume button at the same time. OR, Press the middle of the Volume button. ACCESSING YOUR VOICE MAILBOX If your MSG button is lit and you have a message from voice mail: 1. Lift the handset or press 2. Press MSG . . 3. Enter your personal password and press 3 # . If your button is not lit, access your mailbox as follows: MSG 1. Dial the voice mail extension number. (You hear the main menu.) 2. During or after the greeting, press to identify yourself as a subscriber. 3. Enter your mailbox number and your personal password (if programmed). Then press # . LISTENING TO VOICE MAIL MESSAGES 1. Access your mailbox as described on page 3. 2. Press to listen to your new messages. While you are listening to a message, you can use the following options: • Press # to skip to the end of the recording. 1 • Press 1 • Press 2 to back up. to pause. (Press any button to continue.) • Press 3 to skip ahead. • Press 4 to lower the volume. • Press 5 to play the message envelope. • Press 6 to raise the volume. • Press 7 to save the new message in your mailbox. • Press 9 to delete the message from your mailbox. 3. When the message has finished playing, you have the following options: • Press 1 to replay the message from the beginning. • Press 2 to reply to the message (or make a return call, if enabled). • Press 3 to forward a copy of the message to another subscriber. • Press 4 to listen to the previous message. • Press 5 to play the introductory message envelope. • Press 6 to listen to the next message. • Press 7 to save the new message in your mailbox. • Press 9 to delete the message from your mailbox. SENDING VOICE MAIL MESSAGES 1. Access your mailbox as described on page 3. 2. Press 2 . 3. Dial the mailbox number where you want to leave the message. 4. Press # to accept the subscriber’s name. 5. Record your message after the tone. 6. When finished, hang up or press # and listen for more options. 4 LISTENING TO MSG Back Up Pause Skip Forward Lower Volume Play Envelope Increase Volume — — — — Skip to End # 1 2 3 4 5 6 7 8 9 * # — — Delete the Message — Save the Message Listen to Next Message Play Envelope Listen to Previous Msg Forward a Copy Reply to the Message Replay the Message AFTER MSG PLAYS Send Message and Exit Cancel Delivery Options — — — — — Erase and Re-record Add to Your Message Replay Your Message LEAVING MSG Below is a summary of the options you can use when listening to messages, after playing messages, and when leaving messages. VOICE MAIL OPTIONS ACD Agent Log In 326 Automatic Line Answer Background Music Call Forward All Calls Call Forward If Busy Call Forward If No Answer Call Fwd. If No Answer/Busy 350 313 355 357 356 358 Handsfree On/Off Headset On/Off Hold – Individual Hold – System Hookflash 319 317 336 335 330 345 346 399 381 354 383 382 321 398 377 396 4 359 306 305 331 380 385 6 392 397 325 7 314 367 368 366 365 324 CODE Transfer To Ring Transfer To Hold Switch Keymap System Speed Dial System Forward On/Off Station Speed Dial Program Station Speed Dial Station Monitor Ring Tone Selection Ring Intercom Always On/off Review Buttons Reverse Transfer Remote Programming Reminder Message Cancel Reminder Message Redirect Call Redial Record-A-Call Queue (Callback) Request Program Station Password Program Buttons Page Remove/Replace Page Microphone Mute Message - Silent Message -Cancel Msg On Phone Message - Cancel Msg Left Message Hunt Group Remove/Replace FEATURE NAME feature codes specific to your phone, consult the user guide. *Some feature codes may not apply to your phone. For a list of Group Listen Feature Button Default 395 312 Do-Not-Disturb Override Do-Not-Disturb On/Off 373 Display Time And Date 372 307 300 Default Station Directory 394 Conference Automatic Line Access 360 5 Automatic Intercom Access Agent Help Reject 376 361 Agent Help Request 329 375 ACD Agent Log In/out ACD Agent Wrap-up Term. 328 ACD Agent Log Out Account Code – Optional 327 Account Code – All Calls 390 FEATURE NAME 391 CODE FEATURE CODES* 1. 2. 3. 4. Dial the voice mail extension number. Press and enter your mailbox number. Enter your password and press # . You have the following options: • Press 1 to listen to new messages. • Press 2 to leave a message. • Press 3 to listen to saved messages. • Press 4 to program personal options and remote message notification (if enabled). • Press 5 for message options (undelete messages or cancel unheard sent messages). Voice mail will guide you through the options with voice prompts. For your convenience, the table inside this guide summarizes the options available when listening to messages, after playing messages, and when leaving messages. To access your voice mailbox: USING VOICE MAIL PHONE SYSTEM AND VOICE MAIL FEATURE GUIDE 1 and hang up. tion and press # . 3. Enter the new password and press # . 4. Enter the new password again for verifica- 19 GONE HOME 20 OUT TO LUNCH 18 AWAY FROM DESK 08 AT THE DOCTOR 10 ON BREAK 17 IN CONFERENCE 07 CALL ME AT 2. Enter your current password and press # 09 ON A TRIP 16 UNAVAILABLE 06 ON VACATION 2 . 15 WITH A GUEST 05 ON VACATION ’TIL 9 14 WITH A CLIENT 04 IN MEETING To change Station Password: 1. Enter 3 13 OUT UNTIL 11 OUT OF TOWN ’TIL 02 LEAVE A MESSAGE 12 OUT OF OFFICE 01 DO-NOT-DISTURB 03 IN MEETING UNTIL . 7 Do-Not-Disturb Messages Enter 3 To turn off Do-Not-Disturb: 1. Enter 3 7 0 . 2. Enter message number 01-20 (see the default message list below). 3. If desired, enter the optional second-line message text (see the dialpad character chart on the next page). 4. Hang up. To turn on Do-Not-Disturb: 4. Enter your password followed by # . 5. You can now use the features described below and at right. 2. Enter 3 5 9 . 3. Enter your extension number. 1. EITHER, call _______________ (number provided by your system administrator). If required, enter your password. OR, use any phone on the system. To use Remote Feature Access: Remote Feature Access allows you to place your phone in Do-Not-Disturb mode or forward calls, either from another phone or through a special dial-up line. If you do not hear a tone after each step, or if you hear repeating tones, you have made a mistake or the feature is restricted. Start over. REMOTE FEATURE ACCESS A D G J M P T W 1 2 3 4 5 6 7 8 9 & B E H K N Q U X 2 ( C F I L O R V Y 3 ) ' ! * # or / Ñ or # S ? Z 4 NUMBER OF TIMES BUTTON IS PRESSED 5 1 2 3 4 5 6 7 8 9 355 356 357 358 5 5 . 2. Press # and hang up. 1. Enter 3 To turn off Call Forward: 2. Enter an extension number or enter a line access code followed by an outside telephone number. 3. Hang up. All Calls If No Answer If Busy If No Answer/Busy 1. Enter one of the following Call Forward feature codes: To turn on Call Forward: NOTE: The characters under the 4 digit are dependent on the software version. 1 BUTTON Dialpad Characters CONTENTS PAGE FINDING YOUR WAY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 About Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 FINDING YOUR WAY Table of Contents Software Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 GETTING STARTED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Adjusting Your Phone’s Viewing Angle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Adjusting Your Phone’s LCD Contrast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Setting Up Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Making and Receiving Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Placing Calls On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 GETTING STARTED What You See and Hear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Placing Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Using Reverse Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Redialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Displaying Information on Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Using a Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Using the Speaker and Microphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 MOVING ON Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Using the Message Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Accessing Your Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Using Voice Mail Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Using Do-Not-Disturb Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 MOVING ON . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Setting Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Speed Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Using Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 © Inter-Tel, Inc. November 2003 printed in US i LEARNING MORE Using Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 CONTENTS PAGE Performing a “Hookflash” During a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Programming Your Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Programming Direct Station Selection Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Programming Secondary Extension Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Screening Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Using the Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Programming Remote Feature Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Requesting Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Working in Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 LEARNING MORE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 What the Administrators Can Do for You . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Frequently Asked Questions (FAQs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Default Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 For sales, service, or technical support, contact your local authorized Inter-Tel dealer. If you have questions or comments about this User Guide, contact Inter-Tel Technical Publications at: Tech_Pubs@inter-tel.com All products and services mentioned in this publication are the trademarks, service marks, registered marks, or registered service marks of their respective owners. Inter-Tel®, Axxess®, and Unified Communicator® are registered trademarks of Inter-Tel, Incorporated. PowerSense™ is a trademark of Red Hawk/CDT, Incorporated. ii SECTION CONTENTS FINDING YOUR WAY Finding Your Way PAGE Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Your Phone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Feature Button Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Message Indicator Lamp . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Power Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 3 4 5 6 6 About Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Software Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 What You See and Hear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Axxess® Model 8620 Phone User Guide – Axxess IP Mode 1 FINDING YOUR WAY WELCOME Your new Model 8620 Phone provides access to several features, each of which is described in this guide. The About This Guide section below lists the different sections in this user guide and describes the type of information you can find there. If you need to access information quickly, refer to the Quick Reference Guide attached to the front of this guide. You can also tear out the pocket guide to keep as a handy reference for features you are likely to use while away from the office (Remote Feature Access and Voice Mail). ABOUT THIS GUIDE This guide contains instructions for using the Model 8620 Phone in Axxess IP mode on the Inter-Tel® Axxess® telephone and voice mail systems. To help you find information quickly, this guide is divided into four separate sections, as indicated by the tabs. These sections include the following: • Finding Your Way: This section provides you with a photo of the Model 8620 Phone and includes general information designed to help you find what you need. • Getting Started: This section not only includes basic phone and voice mail information, it also provides instructions on how to perform everyday tasks, such as answering calls, making calls, and accessing voice mail. • Moving On: In this section you’ll learn how to use advanced phone and voice mail features. • Learning More: This section outlines how your administrators can help if you experience a problem with your phone. It also provides you with a list of Frequently Asked Questions (FAQs) so you can troubleshoot problems and learn more about the system. In addition, this guide contains a list of default feature codes (see page 69), an index (see page 73), and a voice mail flowchart (see page 77) for easy reference. NOTE: Because the telephone system is very flexible and programmable, the procedures for using the features might vary slightly from the descriptions in this guide. If so, your trainer or system administrator can tell you how your system differs and how to use the features. 2 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Your Model 8620 Phone is equipped with a two-line display, a hearing aid-compatible handset, a message indicator lamp, an internal speaker and microphone, and two basic types of buttons. • Dialpad buttons: Allow you to enter numbers and letters. • Feature buttons: Provide quick access to various phone and voice mail features. The photo below displays the external components of the phone. Internal Speaker (Underneath Handset) Message Indicator Lamp LCD with two Volume 16-Character Lines Hold Special 12-Button Dialpad Answer Handsfree Microphone Feature Buttons (Underneath Edge) Hearing Aid-Compatible (HAC) Handset NOTE: This is the default configuration. Your buttons may have been programmed differently. If you are uncertain about the configuration, ask your system administrator. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 3 FINDING YOUR WAY ABOUT YOUR PHONE FINDING YOUR WAY Feature Button Functions The feature buttons are designed to automate some of the commonly used functions, such as dialing an outside number. Each of these is described in the table below. BUTTON IF YOU... YOU CAN... PG. Answer a call using the speaker. 15 Press the high or low end of the Volume button Adjust volume during a call. 38 Press Put a call on hold. 18 Select an outside line or answer a call. 16, 17 Access an intercom call. 14 Press MUTE Mute the microphone. 26 Press unlit or lit DND Enable/disable Do-Not-Disturb mode. 34 PAGE Press PAGE Choose a page zone to place a page. 50 STN SPDL Press STN SPDL View or dial Station Speed-Dial numbers. 46 SYS SPDL Press SYS SPDL View or access System Speed-Dial numbers. 48 REDIAL Press REDIAL Redial a telephone number or save the last number dialed. 24 Press CNF and dial the numbers you would like to add to the conference Place a conference call. 19 Press TRANSFER and dial the destination number Transfer a call. 20 MSG Press MSG Leave or listen to a message. 27 FWD Press FWD number Forward calls to the specified number. 22 Answer a call. 17 Place an outgoing call. 16 Press CALL IC MUTE DND CNF TRANSFER ANSWER OUTGOING and hang up (International Hold Symbol) Press an unlit CALL button Press Press button or the flashing IC and dial the destination ANSWER Press OUTGOING and dial the number In addition to the buttons identified in the preceding table, your phone has a Special button ( ). Depending on how your telephone system is configured, you may need to press this button before you dial a feature code. Consult your system administrator if you have questions about how your system is configured. 4 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Your Model 8620 Phone has two lines of display with 16 characters per line. When your phone is idle, this display shows your extension number, your username, the time of day, and the date. At other times, it may display Do-Not-Disturb (DND) messages, numbers dialed, call sources, elapsed time of calls, current call costs, error messages, etc. Because the display can only support 16 characters, you may see a few abbreviations. The most commonly used abbreviations are provided in the table below. ACCT CODE Account Code CNF Conference DEST Destination DIR Directory DND Do-Not-Disturb EXT Extension MSG Message RCL Recall SPKR Speaker SPKRPHN Speakerphone STN SPD Station Speed Dial SYS SPD System Speed Dial TFR Transfer TG Trunk Group (a group of outside lines) TRNK Trunk (an outside line) Axxess® Model 8620 Phone User Guide – Axxess IP Mode 5 FINDING YOUR WAY Display FINDING YOUR WAY Message Indicator Lamp The message indicator lamp (located at the top, right-hand corner of the phone) shows the same indications as the MSG button. This indicator flashes whenever there is a waiting message. Power Requirements The Model 8620 Phone requires either an individual power supply unit or a centralized power source to power the phone. Check with your system administrator about the specific power requirements for your phone. Before connecting a power supply unit, make sure it is compatible with your phone. The following individual power supply units are compatible with the Model 8620 Phone: • Inter-Tel Power Supply Unit (Part Number 806.1114) • Red Hawk Single Port PowerSense™ (Part Number 901.0407) • An industry-standard IEEE 802.3 Power Supply Unit It is recommended that you plug your phone’s individual power supply unit into an Uninterruptible Power Supply (UPS). If your phone’s power supply unit is not plugged into a UPS and the power fails, the current phone call will be dropped. NOTE: Contact your system administrator to order a new power supply unit for your phone. Your system may be configured to use a centralized power source (power over Ethernet) rather than an individual power supply unit. Your system administrator will explain how to connect your phone to the centralized power source. If your phone uses power over Ethernet, do not connect an individual power supply unit to the phone. 6 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Voice mail is an application that is part of the Inter-Tel Voice Processor. With the voice mail application, you and other callers can send and receive recorded messages from any station, touchtone telephone, or other device on the phone system. To use this and other features, each user is assigned a “voice mailbox,” which usually corresponds to a valid extension number. You can, however, have an “unassociated” mailbox that does not correspond to an extension. Unassociated mailboxes are typically used for agents or other personnel who don’t have a permanent office. With your voice mailbox, you can use personal or system greetings to let callers know if you are out of town, on a call, etc. (see page 12). If a caller reaches your voice mailbox, they can leave a message, hang up, or access an attendant. In addition, the voice mail administrator can program the name for “group lists” of mailboxes. With these lists, you can send a message to a group of people by entering one number instead of everyone’s individual mailbox number. NOTE: You cannot cancel unheard (unretrieved) messages that are sent using group lists (see page 33). SOFTWARE COMPATIBILITY Your Model 8620 Phone is compatible with the following Inter-Tel software: • Axxess system software V8.1 and later • Unified Communicator® V2.1 and later • CT Gateway V4.1 and later Axxess® Model 8620 Phone User Guide – Axxess IP Mode 7 FINDING YOUR WAY ABOUT VOICE MAIL FINDING YOUR WAY WHAT YOU SEE AND HEAR Your Model 8620 Phone and the telephone system come equipped with many features. To help you understand what everything means, it is recommended that you read the following information before you use your phone: 8 • A red lamp indicates that a call is ringing, holding, or active on your phone. • The phone’s lamps may be solidly lit or flashing to indicate the status of a call or feature. To avoid confusion, this guide uses different icons to signify that a lamp is unlit ( CNF ), lit, ( CNF ), or flashing ( CNF ). • If you hear four fast tones or repeating fast tones (reorder tone), you have pressed an invalid button combination, tried to select a restricted line, dialed a restricted or invalid number, dialed too slowly between digits, or waited too long before performing the next step. Hang up and try again. • Your telephone system may be programmed for one or two dial tones. Systems with two dial tones have one for intercom calls and one for outside calls. • Many features “time out” if you wait too long before performing the next step. If this happens, you must hang up and start over. • “Off-hook” means that the handset is lifted, and “on-hook” indicates that the handset is in the cradle. For example, you must first go “off-hook” to make a call, but you must go “on-hook” to end a call. Axxess® Model 8620 Phone User Guide – Axxess IP Mode Getting Started SECTION CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Axxess® Model 8620 Phone User Guide – Axxess IP Mode 10 10 11 11 12 13 14 14 16 17 17 18 19 20 20 20 20 21 22 22 23 23 24 24 24 24 25 26 26 26 27 27 27 28 29 29 31 32 33 34 36 GETTING STARTED Adjusting Your Phone’s Viewing Angle . . . . . . . . . . . . . . . . . . . . . . . . Adjusting Your Phone’s LCD Contrast . . . . . . . . . . . . . . . . . . . . . . . . . Setting Up Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Initializing Your Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Recording Your Personal Greetings. . . . . . . . . . . . . . . . . . . . . . . . . Recording Your Voice Mail Directory Name. . . . . . . . . . . . . . . . . . . Making and Receiving Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Emergency Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Placing Calls On Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Placing Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To Another Extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To an Outside Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Reverse Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Manual Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Automatic System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Redirect Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Redialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Displaying Information on Your Phone. . . . . . . . . . . . . . . . . . . . . . . . . Date, Time, Name, and Extension Number . . . . . . . . . . . . . . . . . . . Outside Party’s Name/Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using a Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Speaker and Microphone . . . . . . . . . . . . . . . . . . . . . . . . . . . Mute Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Group Listen Using the Speaker . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Message Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Leaving Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Retrieving Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accessing Your Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Voice Mail Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Listening to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Undeleting Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Sending Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Canceling Unheard Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Do-Not-Disturb Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 INTRODUCTION Now that you know what your phone can do, it’s time to start using it. In this section, you’ll learn how to make and receive calls, transfer calls, retrieve voice mail messages, and much more. ADJUSTING YOUR PHONE’S VIEWING ANGLE Your Model 8620 Phone has an adjustable base that allows you to tilt your phone to enhance the viewing angle. GETTING STARTED To adjust the viewing angle of the phone: 1. Position the bottom of the phone’s base on a flat surface. 2. Tilt the phone to the desired angle. 3. Place the “feet” of the support mechanism in the holes on the base to secure the position of the phone. ADJUSTING YOUR PHONE’S LCD CONTRAST Your Model 8620 Phone has a feature that allows you to adjust the LCD contrast. This feature is only available when the phone is in the idle state. You can choose from eight different contrast levels by using the Volume button or the dialpad digits. To adjust your phone’s LCD contrast: 1. With the handset in the cradle, dial 3 0 3 . 2. Adjust the contrast level of the LCD screen by one of the following methods: EITHER, Use the Volume button ( = darker, = lighter). OR, Press a number on the dialpad (1=lightest through 8=darkest) that corresponds to your desired contrast level. 3. Accept and save the contrast level by one of the following methods: EITHER, Press . OR, Lift and replace the handset. 10 Axxess® Model 8620 Phone User Guide – Axxess IP Mode SETTING UP VOICE MAIL To begin using your voice mailbox you will need to complete a few basic set-up procedures to initialize your mailbox, customize your personal greetings, and record your voice mail directory name. See page 41 for additional voice mail options. Initializing Your Mailbox One of the first things you should do is initialize your mailbox. This allows you to: Change the default password number to a personal password. • Record a name to identify yourself in the company directory. • Listen to the voice mail introduction. To initialize your mailbox: 1. Dial the voice mail extension number. (You hear the main menu.) NOTE: If you don’t know what the voice mail extension number is, check with your system administrator. to identify yourself as a subscriber. 2. Press 3. Enter your mailbox number and default password. NOTE: Your mailbox number is your default password. 4. If you want a password, enter a new password using digits 0-9 (up to 12 digits). Then press # . Voice mail plays back your password. If you do not want to use a password, just press # . 5. Press # to accept the entry or press 3 to re-enter your password. The system prompts you to record your directory name. 6. After the tone, record your first and last name. When finished, press # . 7. Do one of the following: • Press # again to accept the name. • Press 1 to replay the name you just recorded. • Press 2 to add to your name. • Press 3 to erase and re-record your name. The system then plays a prompt that introduces you to the basic voice mail features. You can skip this introduction by pressing # , if desired. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 11 GETTING STARTED • Recording Your Personal Greetings You can store two different personal greetings in your voice mailbox: a primary and an alternate. You can then select which greeting you want played when a caller reaches your voice mailbox. Because the purpose of this greeting is to tell callers why they have reached your voice mailbox, you should include the following information: • Whether or not you are in the office and where you can be reached • When you will be returning calls • For callers who do not wish to leave a message, how to exit voice mail (press to return to the operator) 0 GETTING STARTED The following are some sample greetings to help you plan your message: • Primary Greeting: Hello, this is __________. I am either on another line or away from my desk and cannot take your call at this time. If you need to speak to someone immediately, please dial zero now. Otherwise, please leave a detailed message, and I will return your call as soon as possible. Thank you. • Alternate Greeting: Hello, this is __________. I will be away from the office from day/date until day/date. If you need to speak to someone immediately, please dial zero now. Otherwise, please leave a detailed message, and I will return your call when I return. Thank you. To change your personal greeting: 1. Access your mailbox as described on page 28. 2. Press 4 to select the Personal Options Menu. 3. Press 1 . 4. Do one of the following: • Press 1 to record and/or enable your primary greeting. • Press 2 to record and/or enable your alternate greeting. • Press 3 to enable the system default mailbox greeting. 5. If you pressed 3 , continue to the next step. If you pressed 1 or 2 , the current greeting is played (if one exists). You can then do one of the following: • Press • Press • Press • Press • Press 6. Hang up. 12 # 1 2 3 to accept the greeting. to replay the greeting. to add to the greeting. to erase and re-record the greeting. to exit without changing your greeting. Axxess® Model 8620 Phone User Guide – Axxess IP Mode Recording Your Voice Mail Directory Name Your recorded name is used to identify you in the voice mail directory and to verify your mailbox number when messages are addressed to you. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 13 GETTING STARTED To change your directory name: 1. Access your mailbox as described on page 28. 2. Press 4 to select the Personal Options Menu. 3. Press 2 . Your current name is played. (Press 1 to replay your recorded name.) 4. Press 3 to erase and re-record your name. 5. When you hear a tone, record your first and last name, then press # . 6. Do one of the following: • Press # again to accept your recorded name. • Press 1 to replay your recorded name. • Press 2 to add to your name. • Press 3 to erase and re-record your name. 7. Hang up. MAKING AND RECEIVING CALLS Making and receiving calls is the basic purpose of any phone. With your Model 8620 Phone, you can make/receive intercom and outside calls and make emergency calls. CAUTION Consult your system administrator and your local Inter-Tel servicing company for important information about dialing emergency services from your Model 8620 Phone before you begin using it. GETTING STARTED Intercom Calls Your extension number allows other people to place intercom calls to you, without dialing any extra codes. And, because every phone in your phone system is assigned an extension number, you can call other people in your system quickly and easily. NOTE: Ask your system administrator for a list of extensions. Placing Intercom Calls To place an intercom call: 1. With or without the handset lifted, dial an extension number. 2. If your call goes through handsfree to a phone’s speaker, speak after you hear a double tone. If you hear continuous ringing, wait for the call to be answered. The phone system allows you to place a non-handsfree call that will override handsfree mode on the extension you are calling. If you choose to use the Ring Intercom Always feature to always send non-handsfree calls, the called party must pick up the handset to answer the call. To place a non-handsfree call that will ring at the other phone until answered: Press # before dialing the extension number. To program your phone to always send non-handsfree calls using the Ring Intercom Always feature: With the handset in the cradle, dial 3 7 7 .The current status is shown. 14 Axxess® Model 8620 Phone User Guide – Axxess IP Mode If there is no answer or if the phone is busy when you place an intercom call, you can do any of the following: • To leave a station message: Press MSG and then hang up. • To leave a voice mail message: Press MSG and wait for the message center to answer. (See page 27 for more message options.) NOTE: This option is only available if the called phone has a voice mailbox. • To camp onto a busy extension: Stay on the line and wait for the phone to become available. Do not hang up. After the system timer expires, you hear music until the phone is available. • To request a callback (queue on to the phone): Press 6 and hang up. When the phone is available, your phone rings. (To cancel the queue request before the callback, press 6 .) Receiving Intercom Calls Your phone can receive both intercom and non-handsfree intercom calls. If the handsfree feature is enabled on your phone, intercom calls are automatically answered. Non-handsfree intercom calls (see page 14) override the handsfree option. If your handsfree feature is disabled, or if you receive a non-handsfree intercom call, you must pick up the handset or press a button to answer the call. To enable or disable your phone’s handsfree answering feature: With the handset in the cradle, dial 3 1 9 . To receive an intercom call: If the handsfree feature is enabled, the call is automatically answered. If the handsfree feature is disabled, either press to answer, or lift the handset for privacy. To receive a non-handsfree intercom call: EITHER, Press or IC to answer. OR, Lift the handset for privacy. NOTE: You must lift the handset if the caller has the Ring Intercom Always feature (377) enabled. To redirect a ringing call to another extension or to an outside number: 1. Press and dial 3 3 1 . 2. Enter the extension or outside number to which you want to redirect the call. See page 23 for more information. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 15 GETTING STARTED NOTE: You cannot camp on to a phone if it is in DND mode. Outside Calls With outside calls, you can talk to people who aren’t members of your phone system. When you make an outside call, however, you must dial any area codes or long distance digits that your telephone company requires. Placing Outside Calls To place an outside call: 1. With or without the handset lifted, press 2. Dial the desired number. OUTGOING . NOTE: If you see a request for an account code and hear a single beep, you must GETTING STARTED dial an account code before you can place your call (see page 51). Depending on how your system is programmed, you may be able to use one of the following methods to select an outgoing line, instead of pressing the OUTGOING button: • Dial the Outgoing Call feature code (default is • Press an unlit • Dial a Select Line Group feature code (the defaults are 92001-92208). • Dial the Automatic Route Selection (ARS) feature code (the default is 92000). CALL 8 ). button, if you have one. NOTE: Check with your system administrator to see if your system uses customized feature and access codes. To request a callback (queue on to the line) if all outgoing lines are busy when you try to call out: When you hear busy signals, press 6 and hang up. When the line is available, your phone rings. To cancel the queue request before your phone rings: Press 6 . When dialing the number, you can do one of the following: • Use the speed-dial directory. See page 55. 16 • Use the Station Speed-Dial feature. See page 46. • Use the System Speed-Dial feature. See page 48. • Redial the last number you dialed. See page 24. Axxess® Model 8620 Phone User Guide – Axxess IP Mode Receiving Outside Calls To receive an outside call: EITHER, Lift the handset. OR, Press ANSWER . Depending on how your system is programmed, you may be able to use one of the following methods instead of pressing ANSWER : • Press the flashing • Press CALL button, if you have one. . Emergency Calls With the telephone system, you do not have to access an outside line (press OUTGOING ) to dial an emergency number. To make an emergency call: Dial 9 1 1 . A call is automatically placed to the preset emergency number. CAUTION Consult your system administrator and your local Inter-Tel servicing company for important information about dialing emergency services from your Model 8620 Phone before you begin using it. Call Waiting If you receive a call while you are already on another call, you will hear a “call waiting” tone and the IC or CALL button will flash. To respond to a waiting call: • To end the current call: Hang up. The waiting call rings in. • To place the current call on hold: Press answer the waiting call. • To have the caller hear DND signals: Press mation about DND mode.) Axxess® Model 8620 Phone User Guide – Axxess IP Mode then press the flashing button to DND . (See page 34 for more infor- 17 GETTING STARTED To redirect a ringing call to another extension or to an outside number: 1. Press and dial 3 3 1 . 2. Enter the extension or outside number to which you want to redirect the call. See page 23 for more information. PLACING CALLS ON HOLD You can place calls on hold in one of two ways: individual or system. • Individual Hold places the call on hold at one phone. It can then be directly picked up at that phone or it can be picked up at another phone using the Call Pickup (Reverse Transfer) feature (see page 21). • System Hold places the call on hold in the system. You can then pick up the call at any phone that has a flashing button for the call, including the phone that placed it on hold. GETTING STARTED NOTE: You cannot place intercom calls on system hold. To place a call on Individual Hold: 1. Press . 2. Hang up or place another call. To place an outside call on System Hold: 1. Press and dial 3 3 5 . 2. Hang up or place another call. To return to a call that is on hold: 1. Lift the handset. 2. Press or the flashing button. 18 Axxess® Model 8620 Phone User Guide – Axxess IP Mode PLACING CONFERENCE CALLS With the Conference feature, you can establish a conference call with up to three intercom and/or outside parties (four, including you). • To drop out of the conference: Press CNF and hang up. This removes your phone from the conference, but leaves the other parties connected. • To add parties to the conference: a. Press CNF . This leaves the conference parties connected. b. Place a call to the party to be added to the conference. c. Press CNF twice to put yourself and the new party into the conference. • To end the conference and place all parties on individual hold: Press CNF and then press to place all of the parties on individual hold. You can then speak to one party at a time by pressing or a flashing button. • To mute your microphone: Press MUTE . This turns your microphone on or off during the conference. If mute is enabled, you can hear the conferenced parties, but they cannot hear you. • To transfer the conference to another extension or to voice mail: Press TRANSFER and dial the desired extension number. Then hang up when you are ready to complete the transfer. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 19 GETTING STARTED To place a conference call: 1. While on the first call, press CNF to put the call on hold. 2. Place another intercom or outside call. 3. Press CNF to place the call on hold. (If necessary, repeat this step to place one more call on hold.) 4. Press CNF to join all of the calls together in the conference. During the conference call, you can do the following: • To place the conference on hold: Press . This places the conference on hold without disconnecting the parties. To return to the conference, press CNF . TRANSFERRING CALLS Although transferring calls is considered a basic function of a phone, your Model 8620 Phone has many advanced options for this feature. With your phone, you can transfer a call to another extension, voice mail, or even an outside line. To Another Extension 1. EITHER, Press OR, Press TRANSFER . and dial 3 4 6 to place the call on hold at the other phone. 2. Dial the desired extension number. 3. Wait for an answer, announce the call, and then hang up. GETTING STARTED If the number is busy, there is no answer, or the transfer is refused, press the flashing button to return to the caller. NOTE: If you are receiving a transferred call and the Transfer-To-Connect option is enabled for your phone, you are automatically connected to the transferred caller once the transferring party hangs up. If this option is disabled, you must press a CALL button to answer the transferred call. To Voice Mail 1. Press TRANSFER . 2. EITHER, Dial the desired mailbox number and hang up. OR, Hang up to send the call to the voice mail menu (so that the caller can select the mailbox number). To an Outside Number 1. Press TRANSFER . 2. Press OUTGOING and dial the desired telephone number. 3. Wait for an answer, announce the call, and then hang up. If the number is busy, there is no answer, or the transfer is refused, press the flashing button to return to the caller. 20 Axxess® Model 8620 Phone User Guide – Axxess IP Mode USING REVERSE TRANSFER The Reverse Transfer (Call Pick Up) feature allows you to answer a call that is ringing or holding at another phone. For example, if the attendant transfers a call to you but you have stepped away from your phone, you can pick up the call using another phone. To answer a call ringing or holding at another phone: 1. Lift the handset and dial 4 . 2. Dial the extension or hunt group number (see page 61) where the call is ringing or holding. The call is transferred to the phone you are using, and you are connected to the caller. any station in a hunt group by dialing the hunt group’s extension number. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 21 GETTING STARTED NOTE: If the Group Call Pickup feature is enabled, you can pick up a call ringing at FORWARDING CALLS With the Forwarding feature, you can have calls follow you (e.g., forwarded to a cell phone), or you can redirect calls to a voice mail or other extension. Manual Call Forwarding Manual call forwarding allows you to send incoming calls to another extension number. You can even forward calls to outside numbers, if your phone is programmed to allow this. GETTING STARTED To forward calls: 1. EITHER, Press FWD . OR, Dial one of the following feature codes: • 3 5 5 (Call Forward All Calls): All incoming calls are forwarded without ringing at your phone. • 3 5 6 (Call Forward If No Answer): All incoming calls are forwarded if they are not answered before a timer expires. NOTE: Only the installer or system administrator can adjust this timer. • 3 5 7 (Call Forward If Busy): When your phone is busy, all incoming calls are forwarded without ringing at your phone. • 3 5 8 (Call Forward If No Answer or Busy): All incoming calls are forwarded if your phone is busy or if you do not answer, as described above. 2. Do one of the following: • To forward to an outside telephone number: Press phone number. • To forward to an extension number: Dial the extension number. • To forward to your message center: Press MSG OUTGOING and dial a tele- . To cancel any call forward request: EITHER, Press FWD and then . OR, Dial any one of the feature codes listed above and then press 22 . Axxess® Model 8620 Phone User Guide – Axxess IP Mode Automatic System Forwarding Automatic System Forwarding allows your system administrator to route calls based on the type of call and the status of your telephone. Although you cannot program the path of a system forward, you can enable or disable this feature on your phone. To enable or disable System Forwarding: Dial 3 5 4 . Redirect Call The Redirect Call feature allows you to forward any call that is ringing on your phone without having to answer the call. side number. To redirect a call to an extension number: 1. Press and dial 3 3 1 . 2. Dial the extension number. To redirect a call to an outside telephone number: 1. Press and dial 3 3 1 . 2. Enter the outside telephone number. 3. Press # . Axxess® Model 8620 Phone User Guide – Axxess IP Mode 23 GETTING STARTED NOTE: You cannot redirect calls to an extension that is in DND or to a restricted out- REDIALING A NUMBER The Redial feature allows you to quickly redial the last outside number you dialed. Although most phones redial the last number dialed, your system administrator can program your phone to redial the last number saved. GETTING STARTED To use the Last Number Dialed feature (if enabled): With or without the handset lifted, press REDIAL . A line is selected automatically, and the number is dialed. To use the Last Number Saved feature (if enabled): • To save the last number dialed: While the phone is idle or while listening to intercom dial tone, press REDIAL . • To redial the saved number: After selecting a line, press REDIAL . The number is dialed. If there is no redial number available, the display shows NO NUMBER TO DIAL. DISPLAYING INFORMATION ON YOUR PHONE Your Model 8620 Phone has two lines of display where you can view information, such as the date and time or the outside party’s name/number. Date, Time, Name, and Extension Number You can temporarily display the system date and time, your username, and your extension number at any time. To show the date and time display (while on a call, in DND, etc.): Press and dial 3 0 0 . Outside Party’s Name/Number If you are currently connected to an outside caller with Caller ID, you can toggle between displaying the caller’s name and number. To show the outside party’s name/number: Press and dial 3 7 9 . NOTE: If there is no outside party name available, the display shows CANNOT ACCESS FEATURE. 24 Axxess® Model 8620 Phone User Guide – Axxess IP Mode USING A HEADSET With an electret headset, you can talk on the phone handsfree, without using your speaker and microphone. NOTE: If your headset has a power-saver mode, make sure the system administrator has the Headset Connect Tone flag enabled in the telephone system. If this flag is not enabled, you may miss the first few seconds of incoming calls. NOTE: If using a headset, press to connect and disconnect calls. To disconnect a headset: 1. Unplug the headset cord from the headset jack. 2. With the handset in the cradle, dial 3 1 6 (Headset Off feature code) or dial 3 7 (Headset On/Off feature code). The display shows HEADSET MODE 1 OFF. NOTE: If you have both a headset and a handset connected to your phone and you are using the headset, you can quickly transfer audio to the handset by lifting the handset from the cradle. Press to transfer the call back to the headset before replacing the handset in the cradle. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 25 GETTING STARTED To connect a headset: 1. Insert the headset plug into the headset jack. 2. With the handset in the cradle, dial 3 1 5 (Headset On feature code) or dial 3 7 (Headset On/Off feature code). The display shows HEADSET MODE 1 ON. USING THE SPEAKER AND MICROPHONE If you are not using a headset, you can talk handsfree using your speaker and microphone. The microphone has a mute feature, which, when enabled, allows you to hear the other party but they cannot hear you. (This does not put the party on hold.) You can also use the speakerphone for on-hook dialing, call monitoring, and background music. Mute Button To mute the microphone: Press MUTE . GETTING STARTED To turn the mute feature off: Press MUTE . Group Listen Using the Speaker With the Group Listen feature, you can transmit a conversation over the speaker while you use the handset or headset to continue speaking. This allows other people to hear the caller while the caller can only hear you. NOTE: You cannot use this feature on a handsfree call. You must be on a call using the handset or a headset before entering the feature code. To turn the group listen feature on or off during a call: Press and dial 3 1 2 . You hear a confirmation tone (the other party does not hear this tone). NOTE: While you are using the handset, the button lamp will remain unlit, even though the speaker is on. If you are using a headset, however, the button lamp is lit. Pressing will disconnect the call. 26 Axxess® Model 8620 Phone User Guide – Axxess IP Mode USING THE MESSAGE BUTTON In today’s busy world, it’s almost guaranteed that you will call someone that is on another call, does not answer, or is in DND. But, with the MSG button, you can let the other person know you called. When you leave a message, you can: Have the called party return your call. When the party you called responds to the message indication, a call is automatically placed to your phone. • Leave a message with the called party’s message center (which can be a person or voice mail). When the party you called responds to the message, a call is automatically placed to his or her message center instead of your phone. To indicate that a message is waiting, your phone’s the display shows the number of waiting messages. MSG button and lamp flash, and Leaving Messages To leave a station message while on an intercom call: Press MSG and hang up. To leave a voice mail message while on an intercom call: Press MSG and wait for the message center to answer. To leave a silent message without placing an intercom call: 1. Press 3 6 7 . 2. Dial the desired extension number and hang up to leave a station message. To cancel a message that you left at another phone: 1. Press 3 6 6 . 2. Dial the extension number of the phone where you left the message. Retrieving Messages To retrieve a message (Message button and lamp are flashing): Lift the handset and press MSG . A call is automatically placed to the phone or message center (see page 28) that left the message. To select the message you want to answer first: 1. With the handset in the cradle, press MSG repeatedly to view your waiting messages. 2. When the desired message is displayed, press # or lift the handset for privacy and then press # to respond. To cancel a waiting message: 1. Press MSG repeatedly to view your waiting messages. 2. Press to cancel the desired message when it is displayed. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 27 GETTING STARTED • ACCESSING YOUR MAILBOX If you have a message waiting in your mailbox, you must access your voice mailbox to retrieve it. TIP: Generally, pressing # during any voice mail operation will advance you to the next step. For example, when leaving a voice mail message for another voice mail user, you can press # to skip the person’s introductory message and proceed directly to the recording phase. Similarly, while listening to messages, you can press # to skip the system-generated voice prompts and proceed directly to the playback phase. You can also press to cancel or return to the previous menu at any menu level. GETTING STARTED When you access your mailbox, the system may play one of the following messages: • Mailbox almost full or full: If your mailbox is full, no new messages can be received until you delete waiting or saved messages. • Message count: The system tells you how many messages are waiting to be heard, if any, and how many are priority messages. • Remote Messaging: The system will indicate whether primary or alternate Remote Messaging is selected when the Remote Messaging feature is enabled (see page 58). It will also alert you if a programming error has been detected and/ or if it encountered busy system resources when attempting to place a Remote Messaging call. To access your mailbox: 1. Dial the voice mail extension number. (You hear the main menu.) 2. During or after the greeting, press to identify yourself as a subscriber. 3. Enter your mailbox number and your personal password (if programmed). Then press # . NOTE: If you do not have a password, press # . See page 41 for information on programming passwords. 28 Axxess® Model 8620 Phone User Guide – Axxess IP Mode USING VOICE MAIL MESSAGES Once you’ve accessed your mailbox, the system will tell you how many new and saved messages you have. You can then listen to messages, delete messages, save messages, etc. Listening to Messages To listen to messages: 1. Access your mailbox as described on page 28. 2. EITHER, Press 1 to listen to your new messages. OR, Press 3 to listen to your saved messages. GETTING STARTED 3. While you are listening to a message, you can use the following options: • • • • • • • • • Press Press Press Press Press Press Press Press Press # 1 2 3 4 5 6 7 9 to skip to the end of the recording. to back up. to pause. Then press any button to continue. to skip ahead. or to lower the volume. to play the message envelope. or to raise the volume. to save the new message in your mailbox. to delete the message from your mailbox. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 29 4. When the message has finished playing, you have the following options: • Press 1 to replay the message from the beginning. • Press 2 to reply to the message. You have the following options: — Press 1 to leave a voice mail message for the caller. If the caller had a mailbox number, it will ask you to verify the destination by pressing # . If the number was not associated with a mailbox, it will ask you to enter a mailbox number. GETTING STARTED If the message was from an outside caller, you cannot leave a voice mail message. — Press 2 to make a return call. Your call will be transferred automatically to the caller’s extension or telephone number, if available. If the extension number is not available, you will have the option of leaving a voice mail message. If the telephone number is not available, you cannot reply to the message. • Press 3 to forward a copy of the message to another subscriber. If you want to include an introduction, press 1 . If not, press # to forward the message without additional comments. • Press • Press 5 to play the introductory message envelope (see page 39 for information on envelope options). • Press 6 to listen to the next message. • Press 7 to save the new message in your mailbox. • Press 9 to delete the message from your mailbox. 4 to listen to the previous message. 5. Hang up. 30 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Undeleting Messages If you accidently delete a voice mail message, you can retrieve it within a specific time frame (programmed by your system administrator). Any retrieved messages are then restored to your saved-message queue. Messages that are not undeleted within the programmed time (up to 24 hours) are automatically erased. — Press 1 to replay the message. — Press 2 to reply to the message. — Press 3 to forward the message to another mailbox. — Press 4 to listen to the previous message. — Press 5 to play the message envelope. — Press 6 to listen to the next message. — Press 7 to recover the message. — Press 9 to purge the message from your mailbox. • Press to recover all of your deleted messages and store them as saved messages. • Press 2 3 to erase all of your deleted messages. 4. Hang up. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 31 GETTING STARTED To recover deleted messages: 1. Access your mailbox as described on page 28. 2. Press 5 for Message Options. 3. Press 2 to access undelete options. Your options are: • Press 1 to listen to your deleted messages and choose which ones to delete or recover. After each message you can: Sending Messages To send a message: 1. Access your mailbox as described on page 28. 2. Press 2 . 3. Dial the desired mailbox number or group list number. 4. Press # to accept the subscriber’s name. 5. Record your message after the tone. While recording, you have the following options: • Press 2 to pause while recording. Then press any button to continue. GETTING STARTED • Press 3 to erase and re-record your message. 6. When finished recording, hang up or press • Press # # to access the following options. to send the message and return to the voice mail options. • Press 1 to replay your message. • Press 2 to add to your message. • Press 3 to erase and re-record your message. • Press 9 to use the special delivery options. You can then use one or more of the following options: — Press 1 to mark the message “private.” (This prevents the recipient from forwarding it to other subscribers.) — Press 2 to mark the message “certified.” (When the recipient listens to the message, you will receive a receipt notice.) — Press 3 to mark the message “priority.” (This will place your message ahead of all other waiting messages in the receiving mailbox.) — Press to cancel delivery options. — Press # to deliver the message. (If you want to mark the message certified, private, and/or priority, you must do so before completing this step.) You may choose either of the following options: • Press # and enter another mailbox number to send the message to another destination. • Press to exit and return to voice mail options. 7. Hang up. 32 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Canceling Unheard Messages You can cancel unretrieved messages that you have sent to individuals, but not messages that you sent to group lists. • Press 2 to add to the message. • Press 3 to forward the message to another mailbox. • Press 4 to listen to the previous message. • Press 5 to play the message envelope. • Press 6 to listen to the next message. • Press 7 to save the message in your mailbox. • Press 9 to delete the message. 6. Hang up. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 33 GETTING STARTED To cancel unheard messages: 1. Access your mailbox as described on page 28. 2. While listening to the voice mail main menu, press 5 for Message Options. 3. Press 1 . 4. When prompted, enter the number of the mailbox containing the unheard message. 5. Press # to confirm the mailbox you are selecting. Voice mail will tell you how many messages you have waiting at the mailbox and play them for you. After each message, you can: • Press 1 to replay the message. USING DO-NOT-DISTURB MODE If you are away from your desk, or if you do not want to be disturbed, you can use the DND feature. This halts all pages and calls to your phone, except queue callbacks, recalls, and direct ring-in calls. When other users call your phone, they hear a repeating signal of four fast tones and, if they have a display phone, see the DND message you have selected. GETTING STARTED Your telephone system can have up to 20 different DND messages, each of which can be changed by the system administrator, installer, or programmer. Your trainer or system administrator will give you a list of the programmed DND messages. For convenience, you should update the following default list. DEFAULT MESSAGE NEW MESSAGE DEFAULT MESSAGE 01 DO-NOT-DISTURB 11 OUT OF TOWN ’TIL 02 LEAVE A MESSAGE 12 OUT OF OFFICE 03 IN MEETING UNTIL 13 OUT UNTIL 04 IN MEETING 14 WITH A CLIENT 05 ON VACATION ’TIL 15 WITH A GUEST 06 ON VACATION 16 UNAVAILABLE 07 CALL ME AT 17 IN CONFERENCE 08 AT THE DOCTOR 18 AWAY FROM DESK 09 ON A TRIP 19 GONE HOME 10 ON BREAK 20 OUT TO LUNCH NEW MESSAGE Because the system DND message only uses one line of your display, you can enter a second line of text, up to 16 characters. For example, if you select 03 (IN MEETING UNTIL) as your first line of text, you can enter “3:30” as your second line. Callers with a display phone will then see, “IN MEETING UNTIL 3:30.” 34 Axxess® Model 8620 Phone User Guide – Axxess IP Mode To enable DND: 1. Press DND . 2. EITHER, Dial the two-digit number corresponding to the message you want to use. OR, Press the (high) or (low) end of the Volume button to scroll through the messages. 3. If desired, customize the second display line by dialing the desired numbers or NUMBER OF TIMES BUTTON IS PRESSED BUTTON 1 2 3 4 5 6 7 8 9 10 11 JAPANESE CHARACTERS* ENGLISH CHARACTERS 1 - & ( ) 1 A I U E O 2 A B C ' 2 KA KI KU KE KO a i 3 D E F ! 3 SA SHI SU SE SO u 4 G H I * 4 TA CHI TSU TE TO e 5 J K L # or / 5 NA NI NU NE NO o 6 M N O Ñ or # 6 HA HI FU HE HO tsu 7 P Q R S 7 MA MI MU ME MO ya 8 T U V ? 8 YA YU YO . , yu 9 W X Y Z 9 RA RI RU RE RO yo 0 @ : . , 0 WA WO N pa ba long *The Japanese characters are only available if the Multilingual feature is enabled and Japanese is installed as the secondary language. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 35 GETTING STARTED letters as described below: • Remain in numeric mode (Message button and lamp unlit): Press the dialpad buttons to dial the desired numbers. Press # for a hyphen (-), for a colon (:), FWD to leave a space, or MUTE to backspace. • Change to alphanumeric mode (Message button and lamp lit): Press MSG and then press the dialpad buttons to enter the desired characters. (Note that letters correspond to the letters printed on the buttons.) The number of times a button is pressed determines which character is entered. For example, 33377744432999 enters “FRIDAY.” When adjoining characters are located under the same button, press FWD once to advance to the next character. For example, 6 FWD 666 FWD 6632999 enters “MONDAY.” Press FWD twice to leave a space or press MUTE if you need to backspace. 4. Press or lift and replace the handset. To cancel DND mode: Press DND . USING REMINDER MESSAGES Never be late for a meeting again! With Reminder Messages, you can program your phone, up to 24 hours in advance, to alert you at a specified time. At the programmed time, the reminder message signals you with eight short tones. If you are on a call, you still hear the tones. Your phone system can have up to 20 different reminder messages, each of which can be changed by the system administrator, installer, or programmer. Your trainer or system administrator will give you a list of reminder messages for your system. For convenience, you should update the following default list. GETTING STARTED DEFAULT MESSAGE NEW MESSAGE DEFAULT MESSAGE 01 MEETING 11 CALL ENGINEERING 02 STAFF MEETING 12 CALL MARKETING 03 SALES MEETING 13 CALL ACCOUNTING 04 CANCEL MEETING 14 CANCEL DND 05 APPOINTMENT 15 CANCEL CALL FWD 06 PLACE CALL 16 TAKE MEDICATION 07 CALL CLIENT 17 MAKE RESERVATION 08 CALL CUSTOMER 18 REVIEW SCHEDULE 09 CALL HOME 19 LUNCH 10 CALL CORPORATE 20 REMINDER NEW MESSAGE To request a reminder message: 1. With the handset in the cradle, dial 3 0 5 . 2. EITHER, Dial the desired two-digit number for the message that you want. OR, Press the (high) or (low) end of the Volume button to scroll through the messages. 3. While the desired message is displayed, press # . 4. Enter the time you wish to receive the message in hours and minutes. For exam- ple, 0900 = 9:00. If you dial three digits, such as 900 for 9:00, press # . NOTE: If your system is set for 24-hour format, you must enter the time appropriately (e.g., 1400 = 2:00PM). If your system is set for 12-hour display format, press 1 for AM or 2 for PM. To cancel all reminder message requests before they signal you: With the handset in the cradle, dial 3 0 6 . To clear a received reminder message: With the handset in the cradle, press . 36 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Moving On SECTION CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Setting Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Phone Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Voice Mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Station Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System Speed Dial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 38 41 46 46 48 Using Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Enabling Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Making Pages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Performing a “Hookflash” During a Call. . . . . . . . . . . . . . . . . . . . . . . . 51 Programming Your Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Programming Direct Station Selection Buttons . . . . . . . . . . . . . . . . . . 52 Programming Secondary Extension Buttons. . . . . . . . . . . . . . . . . . . . 53 Using Account Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 55 55 55 57 58 58 59 60 MOVING ON Screening Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Phone Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Voice Mail Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Programming Remote Feature Access . . . . . . . . . . . . . . . . . . . . . . . . . Remote Access Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Remote Feature Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Requesting Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Working in Hunt Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Hunt Group Calls Enabled/Disabled. . . . . . . . . . . . . . . . . . . . . . . . . 61 ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Axxess® Model 8620 Phone User Guide – Axxess IP Mode 37 INTRODUCTION Now that you’ve mastered the basics, it’s time to move on to the advanced features. In this section, you’ll learn how to program your phone, use directories, access your voice mailbox remotely, and perform various other functions. SETTING PREFERENCES Your phone and voice mailbox are automatically set to specific defaults. You can, however, configure many of these settings at any time. Phone Configuration Customizable features on your phone include changing volume levels, enabling background music, selecting a ring tone, and others. Changing Volume Levels The telephone system has eight volume settings: handset intercom, handset outside call, speakerphone intercom, speakerphone outside call, background music, ringing, handset intercom dial tone, and speakerphone intercom dial tone. NOTE: To change each of these levels, you must be using that feature. For example, if you want to change the speakerphone level for an intercom call, you must be on a handsfree intercom call. MOVING ON To change a volume level: Press the (the high end of the Volume button) to increase the volume. Press the (the low end of the Volume button) to decrease the volume. To save your change: EITHER, Press both ends of the Volume button. OR, Press the middle of the Volume button. Selecting a Ring Tone The ability to change your ring tone is helpful in close-quartered environments. If your ring tone is unique, you can quickly identify when a call is ringing on your phone. To select the type of ring tone for your phone: 1. With the handset in the cradle, dial 3 9 8 . 2. Do one of the following to select your ring tone: • EITHER, Press 0 for no ringing. • OR, Press the or to scroll to the desired tone. • OR, Dial 1-9 to select a specific tone. 3. When you hear the tone you want, press # or , or lift and replace the handset. 38 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Enabling Background Music If your telephone system is equipped with a music source, you can listen to music through your speaker. To enable or disable background music: Dial 3 1 3 . Changing Keymaps Keymaps identify where feature buttons appear on your phone. While all phones are programmed with a standard keymap, some phones have alternate keymaps (ask your system administrator). If you have an alternate keymap, you can switch between the keymaps by dialing a specific feature code. To switch between keymaps when your phone is idle: With the handset in the cradle, dial 3 9 9 . To switch between keymaps during a call: Press and dial 3 9 9 . Enabling Automatic Call Answer The Automatic Call Answer feature determines whether or not you are automatically connected to a caller when you lift the handset (or press ). If this feature is enabled, you are automatically connected when you go off-hook. If it is disabled, you must first lift the handset (or press ) and then press the flashing button. MOVING ON To enable/disable this feature for ringing outside calls: With the handset in the cradle, dial 3 6 0 . To enable/disable this feature for ringing (non-handsfree) intercom calls: With the handset in the cradle, dial 3 6 1 . Axxess® Model 8620 Phone User Guide – Axxess IP Mode 39 Changing the Language When your phone system is installed, the system administrator can choose two of four different languages (American English, British English, Japanese, or Spanish) as the primary and secondary languages. You can then change the display and voice mail prompts on your phone by toggling between the primary and secondary languages. For example, if the system’s primary language is American English, and your phone is programmed for the primary language, all displays appear in American English, and your voice mail prompts are played in American English (unless changed, as outlined below). If the secondary language is Japanese, and your phone is programmed for the secondary language, all displays appear in Japanese (Katakana) characters, and your voice mail prompts are played in Japanese. NOTE: You can only use the secondary language voice mail prompts if they are loaded on the system. By default, all phones are set for the primary language. See your system administrator to determine which languages are programmed for your phone system. You can also program messages using English/Spanish or Japanese characters, or a combination of both (see page 56 for a list of characters). In displayed lists, such as directories, the English/Spanish characters are alphabetized before the Japanese characters. MOVING ON To change the assigned language for your phone: Dial 3 0 1 to change between your system’s primary and secondary languages, as desired. Your display shows the current language. Returning to Default Operation You can return your phone to default levels at any time. This feature cancels DND, manual call forwarding, background music, and queue requests; and restores handsfree mode, pages, hunt group calls, and system forwarding all at once. To return your phone to default: Dial 3 9 4 . NOTE: See page 38 for instructions on changing volume levels. 40 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Voice Mail Options Your voice mailbox contains personal options to allow you to customize voice mail functions. However, before you change your voice mail options, you must first initialize your mailbox (see page 11). Changing Your Mailbox Password Your password prevents unauthorized access to your mailbox. To change your password: 1. Access your mailbox as described on page 28. 2. Press 4 to select the Personal Options Menu. 3. Press 3 . 4. If you want to have a password, enter a new password, using up to 12 digits. If you do not want to use a password, skip this step. 5. Press 6. Press . Voice mail plays back your password if you entered one. # to accept the password as entered or press 3 to erase and re-enter your password. 7. Hang up. # Changing the Voice Mail Message Envelope To change your message envelope: 1. Access your mailbox as described on page 28. 2. Press 4 to select the Personal Options Menu. 3. Press 4 to select the Message Envelope Options Menu. You can then do any of the following: • Press 1 to enable or disable the time/date option. • Press 2 to enable or disable the message source option. • Press 3 to enable or disable the message length option. • Press 4 to enable all options and return to the Personal Options Menu. • Press 5 to disable the entire envelope and return to the Personal Options Menu. • Press # or to return to the Personal Options Menu. 4. Hang up. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 41 MOVING ON When you receive a voice mail message, the voice mail system plays an “envelope” that can include the time and date the message was left, the source of the message, and/or the message length. By default, the envelope contains all of this information, but you can change your envelope, as described below. Changing the Call Screening Transfer Method NOTE: The Call Screening feature is available only if it is enabled for your mailbox (ask your system administrator). Depending on the transfer method you select, transferred calls from voice mail may be unannounced (as usual), or one of the following may occur: • “Announce Only” Calls: Before voice mail transfers a call to you, a prompt asks the caller to record his or her name. When you answer, you hear, “You have a call from (caller’s name).” • “Screened” Calls: Before voice mail transfers a call to you, a prompt asks the caller to record his or her name. When you answer, you hear, “You have a call from (caller’s name).” You can choose whether or not to accept the call (see page 55). MOVING ON To change your transfer method (if allowed): 1. Access your mailbox as described on page 28. 2. Press 4 to select the Personal Options Menu. 3. Press 9 for More Options. 4. Press 5 . The system tells you what your current transfer method is. You can then select the desired transfer method, as follows: • Press 1 to select unannounced transfers. • Press 2 to select screened transfers. • Press 3 to select announce only transfers. • Press to return to the Personal Options Menu without making changes. 5. Hang up. 42 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Programming a Fax Destination With the Inter-Tel Voice Processor, callers can use your mailbox to send you a fax. To use this feature, you must specify the destination fax number. To change your Fax Destination Number: 1. Access your mailbox as described on page 28. 2. Press 4 to select the Personal Options Menu. 3. Press 9 for More Options. 4. Press 1 . 5. Enter the number of your fax destination, followed by 6. EITHER, Press # to accept the number. OR, Press 3 to erase and re-enter the number. # . 7. Hang up. Changing the Message Search Order When more than one message is left in your voice mailbox, you can change the order in which you retrieve your messages, based on the date and time they were received. • Press • Press 2 to retrieve the latest-received messages first (Last In/First Out). to return to the Personal Options Menu without making changes. 6. Hang up. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 43 MOVING ON To change the listening order of your messages: 1. Access your mailbox as described on page 28. 2. Press 4 to select the Personal Options Menu. 3. Press 9 for More Options. 4. Press 2 for the Message Search Order. 5. Press 1 to change the search order for new messages or press 2 to change the search order for saved messages. You have the following options: • Press 1 to retrieve the earliest-received messages first (First In/First Out). Programming Remote Messaging NOTE: Your installer or system administrator must enable this feature on your voice mailbox. With Remote Messaging, you can program the Voice Processor (voice mail) to call you when your mailbox receives new messages. Using a “cascade” (a series of up to nine telephone numbers), voice mail will call each number until it successfully connects to a device (e.g., pager, answering machine, etc.). Because your mailbox can have a primary and an alternate cascade of numbers, you can program a cascade to be used during specific days and times. For example, if you want to be paged when you receive a message from 5-10 PM on weekdays, you can set up a primary cascade. If you also want to receive pages for messages marked “priority” on the weekends, you could set your alternate cascade for all day on Saturdays and Sundays. NOTE: If for some reason voice mail is not able to use your remote notification, your MOVING ON mailbox will receive a message stating that notification could not be completed. 44 Axxess® Model 8620 Phone User Guide – Axxess IP Mode To set up remote messaging: 1. Access your mailbox as described on page 28. 2. Press 4 to select the Personal Options Menu. 3. Press 5 . NOTE: This option is not available if you do not have Remote Messaging enabled. 4. Press 1 to set up a primary cascade or press 5. Do one of the following. • 2 to set up an alternate cascade. To program a cascade level: Press 1 and enter the number of the level you wish to program (1-9). You then have the following options: — To set up or change an extension or telephone number: Press 2 . Then press 1 for an extension number or press 2 for an outside number. Then enter the number. — To set up or change a pager number: Press 3 . Then enter the number. — To enable or disable the cascade level: Press 1 . (You cannot enable the level until a notification number is programmed.) • To set up the time of day for notification: Press 2 . Then enter the time you want the message notification to start and stop. Enter the times with two digits for the hour and two digits for the minutes (e.g., 0900 = 9:00). If entering the time in 12-hour format, you are prompted to press 1 for AM or 2 for PM. the same. • To set up the days of the week for notification: Press of the following: — Press 1 for Monday-Friday. — Press 2 for all days. 3 . Then select one — Press 3 to select individual days. You are prompted to press digits 1-7 which correspond to the days Sunday through Saturday. • To select all or priority-only message notification: Press 1 for all messages or 2 for priority messages only. 6. Either select another option, as described above, or press # 4 . Then press to save the settings and exit. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 45 MOVING ON NOTE: For 24-hour notification, program the starting and ending times to be SPEED DIALING Speed dialing allows you (and your system administrator) to store frequently dialed numbers for easy dialing. Each number is stored on your phone (Station Speed Dial) or in the phone system (System Speed Dial) and is identified by a location number. Once programmed, you can then quickly dial these numbers by entering a feature code and dialing the desired location number. Because the system supports both Station and System Speed-Dial numbers, you can have access to over 1000 stored numbers. Station Speed Dial You can program and use up to ten personal speed-dial numbers on your phone. In addition, if you have programmable feature buttons, you can program them as speeddial buttons for one-touch dialing. To use a speed-dial button, you must: • Store the number in a speed-dial location. • Program an available feature button as a speed-dial button. • Associate a speed-dial location with the new speed-dial button. NOTE: You can use the Speed-Dial feature even if your phone does not have programmable feature buttons. Programming Station Speed-Dial Numbers MOVING ON To store a speed-dial number, use the Station Speed-Dial Programming feature code to program the number in a speed-dial location. Use the following table to list the numbers that you store in speed-dial locations 0-9. 46 0 _______________________ 5 _______________________ 1 _______________________ 6 _______________________ 2 _______________________ 7 _______________________ 3 _______________________ 8 _______________________ 4 _______________________ 9 _______________________ Axxess® Model 8620 Phone User Guide – Axxess IP Mode To store a number in a speed-dial location: 1. With the handset in the cradle, dial 3 8 3 . 2. Dial the speed-dial location (0-9) you want to program. 3. Enter the desired name for the speed-dial number, as described below: • Alphanumeric mode (Message button and lamp lit): Press the dialpad buttons to enter the desired characters. (Refer to the chart on page 56.) The number of times a button is pressed determines which character is entered. For example, 533266 would enter “JEAN.” When adjoining characters are located under the same button, press FWD once to advance to the next character. For example, 66 FWD 6667776 would enter “NORM.” (Note that letters correspond to the letters printed on dialpad buttons 2-9.) Press FWD twice to leave a space. Press MUTE if you need to backspace. • Press # to save the name. 4. Dial the extension number or telephone number to be stored, as described below: • Numeric mode (Message button and lamp unlit): Press the dialpad buttons to dial the desired numbers. Press # for a hyphen (-), for a colon (:), FWD to leave a space, or MUTE to backspace. If your number includes an asterisk, pound, a hookflash (a quick hang up and release), or a pause, press once for an asterisk, twice for a pound, three times for a hookflash, or four times for a pause. (Each pause or hookflash counts as one digit.) You can enter more than one special character in a row by pressing FWD between the characters. • Press # to save the number. enter the Outgoing access code (default is ber. 8 ) before the outside telephone num- To erase a Station Speed-Dial name and/or number: 1. With the handset in the cradle, dial 3 8 3 . 2. Dial the desired location code (0-9) or press the desired Station Speed-Dial button. 3. Press MUTE repeatedly until the name is erased. 4. Press # to continue. 5. Press MUTE repeatedly until the number is erased. 6. Press # to exit. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 47 MOVING ON TIP: To dial outside telephone numbers without first selecting an outgoing line, Creating Station Speed-Dial Buttons If your phone has programmable buttons, you can program one or more as speed-dial buttons. After the button is programmed, you must select a speed-dial location to associate with the button. NOTE: Before you program a speed-dial button, you need to store a number in a speed-dial location (see the previous instructions). To program a speed-dial button: 1. With the handset in the cradle, dial 3 9 7 . 2. Press the feature button you want to program as a speed-dial button. 3. Dial 3 8 2 . 4. Dial the speed-dial location (0-9) that contains the number you want to associate with the button. To view how your Station Speed-Dial buttons are programmed: 1. With the handset in the cradle, dial 3 9 6 . 2. Press the desired Station Speed-Dial button. The name or number is displayed. 3. Press # to exit. Dialing Station Speed-Dial Numbers To dial a Station Speed-Dial number: If necessary, select an outgoing line. You have the following options: MOVING ON • To use a location number: Press STN SPDL or dial Station Speed-Dial location number (0-9). 3 8 2 , then enter the desired • To use a Station Speed-Dial button: Press the desired Station Speed-Dial button. System Speed Dial Your system administrator can store up to 1000 speed-dial numbers in System SpeedDial locations 000-999. To view and/or dial System Speed-Dial numbers: 1. Press SYS SPDL or dial 3 8 1 . 2. Dial the location code (000-999) for the desired number. 3. Press # to dial the number. 48 Axxess® Model 8620 Phone User Guide – Axxess IP Mode USING RECORD-A-CALL NOTE: This feature is not supported on peer-to-peer (P2P) calls. Ask your system administrator if your phone is configured to use P2P audio. If your telephone system is equipped with a Voice Processor (voice mail), you may have access to the Record-A-Call feature. If so, you can record an ongoing call as a mailbox message. You can then retrieve the message, just as you would any other mailbox message. To use the Record-A-Call feature while on a call: 1. Press and dial 3 8 5 . 2. If required, dial the desired mailbox number. (Your phone may be programmed to select the mailbox, or you may be required to dial it.) You hear a confirmation tone when the Record-A-Call feature is activated. To turn off Record-A-Call: EITHER, Press and dial 3 8 5 . OR, Hang up. MOVING ON Axxess® Model 8620 Phone User Guide – Axxess IP Mode 49 PAGING The Paging feature allows you to make an announcement through phone speakers or external speakers (if your system is equipped with external paging equipment). To prevent announcements from transmitting through every phone in the system, this feature uses page zones. Each zone contains a different combination of extensions and external paging equipment, and is programmed by your system administrator. Ask your trainer or system administrator how the zones are programmed, and list them below for your convenience. 0 _______________________ 5 _______________________ 1 _______________________ 6 _______________________ 2 _______________________ 7 _______________________ 3 _______________________ 8 _______________________ 4 _______________________ 9 _______________________ NOTE: The Model 8620 Phone has a PAGE button, which is programmed to a specific page zone. If you do not know which page zone is programmed for this button, ask your system administrator. Enabling Paging MOVING ON You can enable or disable page receiving for your phone by using the Page Remove/ Replace feature code. If your phone is assigned to more than one page zone, all zones are removed or replaced at once (you cannot turn off individual zones). To turn paging on and off for your phone: Dial 3 2 5 . Making Pages To make pages: 1. Press PAGE or dial 7 . 2. Dial the desired zone number (0-9). 3. After the tone, make your announcement and hang up. 50 Axxess® Model 8620 Phone User Guide – Axxess IP Mode PERFORMING A “HOOKFLASH” DURING A CALL Certain telephone service companies may require a timed hookflash (a quick hang up and release). To generate a hookflash while using a line: Press and dial 3 3 0 . PROGRAMMING YOUR FEATURE BUTTONS Depending on how your system is programmed, some of your feature buttons may be “user-programmable.” If so, you can program them with any of the feature codes listed in the back of this user guide or with extension numbers. In addition, you can combine the feature button and Station Speed-Dial functions to program a feature button to dial an outside number. NOTE: You cannot program secondary extension buttons as feature buttons (see Programming Secondary Extension Buttons on page 53). To display the current feature button values: 1. With the handset in the cradle, dial 3 9 6 . 2. Press the feature button(s) you want displayed. 3. Press to hang up. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 51 MOVING ON To program a user-programmable feature button: 1. With the handset in the cradle, dial 3 9 7 . 2. Press the feature button you want to program. 3. Dial the feature code or extension number you want to store under that button. (Refer to page 69 for default feature codes.) To return all feature buttons to their original default values: With the handset in the cradle, dial 3 9 5 . PROGRAMMING DIRECT STATION SELECTION BUTTONS A button programmed as a Direct Station Selection/Busy Lamp Field (DSS/BLF) button provides a way to dial the associated extension with one touch. In addition, if the button is equipped with a lamp, you can visually monitor the status of the associated extension. To assign an extension to a DSS/BLF button: 1. With the handset in the cradle, dial 3 9 7 . 2. Press the DSS button(s) and dial the desired extension number. Once programmed, you can use your DSS button as follows: • You can place an intercom call to the extension that the DSS button is programmed for by pressing the button once. • You can transfer a call to the extension that the DSS button is programmed for by pressing the button once and hanging up. (For transferred calls that are forwarded to voice mail, you will hear repeating double tones, and the display will show DEST FORWARDED TO VOICE MAIL.) • You can visually monitor the status of the extension. The DSS/BLF lamps indicate the status of the extension or feature assigned to the button. These indications are shown in the table below. MOVING ON If the lamp is... Then... Solidly lit The associated extension is busy, or the associated feature is enabled. Flashing slowly The extension is in Do-Not-Disturb. Flashing rapidly The extension has a call ringing in. Fluttering continuously The extension is causing a STATION OFF-HOOK system alarm. NOTE: For the DSS buttons to work as described above, your system administrator must define them as user-programmable in Database Programming. 52 Axxess® Model 8620 Phone User Guide – Axxess IP Mode PROGRAMMING SECONDARY EXTENSION BUTTONS With the Secondary Extension Appearances feature, you can program various buttons on your phone to indicate the call activity at a different extension (primary phone). In addition to being able to see when a call is ringing, answered, or on hold, you can use your secondary extension button to answer a call that is ringing at the primary phone. Your phone may also be programmed to ring automatically when a given number of calls are waiting at the primary phone (ask your system administrator). There are two possible types of secondary extension buttons: programmable and nonprogrammable. If you have a non-programmable secondary extension button, only the system administrator can change the associated extension. If you have a programmable button, you can change the extension, as described below. NOTE: You can only assign the extension for a secondary extension button. You cannot create or change the secondary extension button (e.g., make it a feature button). To display the current secondary extension button assignment(s): 1. With the handset in the cradle, dial 3 9 6 . 2. Press the secondary extension button(s) you want displayed. To assign a primary phone to a secondary extension button (if enabled): 1. With the handset in the cradle, dial 3 9 7 . 2. Press the secondary extension button and dial the desired extension number. Once programmed, you can use your secondary button as follows: You can press your flashing secondary extension button to answer a call that is ringing or holding on any CALL button at the primary phone. • You can press your unlit secondary extension button to place an intercom call to the primary phone. NOTE: If the secondary button is flashing (i.e., a call is ringing at the primary phone), you can press # before pressing the flashing button to place an intercom call to the primary phone without answering the call. Or, you can just dial the primary phone’s extension number. To transfer a call back to the extension after you have answered it on your phone: • To transfer to hold: Press the secondary extension button, announce the call (if desired), and then hang up. • To transfer to ring: Press TRANSFER and then the secondary extension button. You can announce the call, if desired, before hanging up to complete the transfer. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 53 MOVING ON • USING ACCOUNT CODES If your telephone system is programmed to use the Station Message Detail Recording (SMDR) feature, you might be required to enter account codes when you place a call. These codes add information to phone record reports that the system will periodically print. There are three types of account codes: • Standard account codes are automatically entered into the SMDR report whenever you place a call. • Forced account codes must be dialed before you can place an outside call. • Optional account codes can be entered at any time during a call. NOTE: Your system administrator can tell you which types of account codes are used on your telephone system. MOVING ON To enter an optional account code: 1. Press and dial 3 9 0 . 2. Enter the optional account code. If the account code is not immediately accepted, press # . To set an account code for all calls placed from your phone: Dial 3 9 1 and then the account code. If the account code is not immediately accepted, press # . This code will be used for all calls made from your phone until it is disabled. To disable the code: Dial 3 9 1 and press 54 # . Axxess® Model 8620 Phone User Guide – Axxess IP Mode SCREENING CALLS NOTE: This feature is available only if your telephone system is equipped with a Voice Processor (voice mail). If your voice mailbox is programmed correctly, you can screen calls that are transferred from voice mail. This allows you to accept and/or refuse specific calls. Depending on the transfer method you use, calls from voice mail may be unannounced, announce only, or screened calls (see page 42 for details). If your voice mailbox is programmed for screened calls, you have the following options when you receive a transfer: • Press # to accept the call. • Press 1 to replay the announcement. • Press 2 to send the call to voice mail. • Press 3 and then enter the extension number to forward the call to another extension. • Press to refuse the call. USING THE DIRECTORIES With directories, you can use your phone’s dialpad to find names and numbers. You can then use the directory information to make calls, access features, or leave voice mail messages. The phone directory contains a list of the extension numbers, System Speed-Dial numbers, feature codes, and their associated names. To search for an item, you can enter the full or partial name. The system will then find the closest match. Once the correct match is displayed on your phone, you can dial the number or press a button to access that extension or feature. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 55 MOVING ON Phone Directory To perform a directory search using your dialpad buttons: 1. With the handset in the cradle, press 3 0 7 . 2. Press 1 for the intercom directory, 2 for the outside directory, or 3 for the feature directory. 3. Enter letters or numbers (up to 10 characters) as described below: • Remain in alphanumeric mode (Message button and lamp lit): Press the dialpad buttons to enter the desired characters. (Note that letters correspond to the letters printed on dialpad buttons 2-9.) The number of times a button is pressed determines which character is entered. For example, 77776444844 would enter “SMITH.” When adjoining characters are located under the same button, press FWD once to advance to the next character. For example, 5666 FWD 66337777 would enter “JONES.” Press FWD once to advance and twice to leave a space or press MUTE to backspace. • Change to numeric mode (Message button and lamp unlit): Press the dialpad buttons to enter an extension number. Press MUTE to backspace. 4. Press # to begin the search. If desired, you can use the high/low end of the Volume button to move alphabetically through the directory. To dial a number or feature code while it is displayed: Press # . NUMBER OF TIMES BUTTON IS PRESSED BUTTON 1 2 3 4 5 6 MOVING ON 7 8 9 10 11 JAPANESE CHARACTERS* ENGLISH CHARACTERS 1 - & ( ) 1 A I U E O 2 A B C ' 2 KA KI KU KE KO a i 3 D E F ! 3 SA SHI SU SE SO u 4 G H I * 4 TA CHI TSU TE TO e 5 J K L #or / 5 NA NI NU NE NO o 6 M N O N or # 6 HA HI FU HE HO tsu 7 P Q R S 7 MA MI MU ME MO ya 8 T U V ? 8 YA YU YO . , yu 9 W X Y Z 9 RA RI RU RE RO yo 0 @ : . , 0 WA WO N pa ba long *The Japanese characters are only available if the Multilingual feature is enabled and Japanese is installed as the secondary language. 56 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Voice Mail Directory Whenever voice mail asks you to enter a mailbox number, you can use the mailbox and extension number directories. You can also use these directories to leave a voice message with another user. The system finds the closest matching directory name based on your entry. To perform a directory search using your dialpad buttons: When prompted, press the buttons to enter the name. The number of times a button is pressed determines which character is entered, as shown below. When adjoining characters are under the same button, press FWD to advance to the next character. For example, 5666 FWD 66337777 enters “JONES.” NUMBER OF TIMES BUTTON IS PRESSED BUTTON 1 2 3 4 5 1 - & ( ) 1 2 A B C ' 2 3 D E F ! 3 4 G H I * 4 5 J K L # or / 5 6 M N O Ñ or # 6 7 P Q R S 7 8 T U V ? 8 9 W X Y Z 9 0 @ : . , 0 # . The selected name is • Press 1 to hear the previous name in the directory. • Press 2 to hear additional information for the selected name (if allowed). • Press 3 to hear the next name in the directory. • Press 4 and spell a new name to search for a different name. • Press 5 to switch the first/last name sort order. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 57 MOVING ON To use the directory to leave a voice mail message: 1. Dial the voice mail extension number. 2. Press # for Directory Services. 3. Enter the desired name, as described above, and press played. 4. Do one of the following: • Press # to accept the name. PROGRAMMING REMOTE FEATURE ACCESS If you are away from your desk and forgot to put your phone in DND, don’t worry. With the Remote Feature Access, you can place your phone in DND or forward calls from any other phone on the system. And, if you have a special dial-up line, you can access your phone features from an outside line. Remote Access Password Before you use Remote Feature Access, you should program a password, as described below. To change the password from your phone: 1. Dial 3 9 2 . 2. Enter your current password, followed by # . NOTE: Your extension number is your password at default. 3. Enter the new password followed by # . You hear a confirmation tone. 4. Enter the new password again for verification followed by # . You hear a confir- MOVING ON mation tone. To change the station password using remote programming, see the next page. 58 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Remote Feature Access To access your phone from another phone: 1. EITHER, Call your Direct Inward System Access number (provided by your system administrator). If required, enter your password. OR, Use any phone on the system. 2. Dial 3 5 9 . 3. Enter your extension number. 4. Enter your password followed by # . You can now use any of the following features. To change the station password using Remote Programming: a. Dial 3 9 2 . b. Enter the new password, followed by # . c. Enter the new password again for verification, followed by # . To turn on DND: a. Dial 3 7 0 . b. Enter the message number (01-20) and enter the optional second-line message text. All Calls ....................... 3 5 5 If No Answer ................ 3 5 6 If Busy ......................... 3 5 7 If No Answer or Busy ..... 3 5 8 MOVING ON To turn off DND: Dial 3 7 1 . To turn on Call Forward: a. Enter one of the following Call Forward feature codes. b. Enter an extension number or enter an outside line access code followed by a telephone number. To turn off Call Forward: Dial 3 5 5 . 5. Hang up. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 59 REQUESTING AGENT HELP NOTE: This feature is not supported on peer-to-peer (P2P) calls. Ask your system administrator if your phone is configured to use P2P audio. Your telephone system may be programmed to support the Agent Help feature, which allows you to request help from a designated “Agent Help Extension” (usually your supervisor) during a call. When your request call rings at the Agent Help Extension, the supervisor can choose to join the call or reject the request. If the Agent Help Extension is a digital phone, the phone’s microphone is automatically muted so that the supervisor cannot be heard unless he or she presses MUTE . If the Agent Help Extension is a single-line phone, however, the supervisor can be heard as soon as the conference is established. In either case, the supervisor can hear all other parties on the call. To use the Agent Help feature while on a call: 1. Press and dial 3 7 5 . If you hear repeating tones, the Agent Help feature is not available at your phone, you already have four parties in your call, not enough system circuits are currently available, or the Agent Help Extension is in DND. 2. Dial the Agent Help Extension number, if required. (Your phone may be programmed to automatically dial the number, or you may be required to dial it.) If the Agent Help Extension accepts the call, you hear the Agent Help tone, if it is enabled, and the supervisor can monitor or join your call. MOVING ON If the Agent Help Extension rejects the call, you hear a confirmation tone, and the display shows AGENT HELP REJECTED. To respond to an Agent Help request: When you receive an Agent Help request, your display showsREQUESTS HELP. You can do one of the following: • To accept the call: Answer as usual. Your microphone is muted and you cannot be heard by either party unless you press MUTE . • To reject the call: Dial 60 3 7 6 . Axxess® Model 8620 Phone User Guide – Axxess IP Mode WORKING IN HUNT GROUPS Your system may be programmed with “hunt groups.” Hunt groups are groups of phones that share a common extension number in addition to having individual extension numbers. This allows someone to call anyone in the group (using the common extension) or a specific member (using the individual extension). The members of these groups and the common extension(s) are programmed by your system administrator. Hunt Group Calls Enabled/Disabled If you are a member of a hunt group, you can enable or halt hunt group calls to your extension. To turn on or off hunt group calls: Dial 3 2 4 . ACD Hunt Groups Some hunt groups use a special feature called Automatic Call Distribution (ACD) that distributes the hunt group calls equally among the available members. These hunt group members are referred to as “agents,” who log in to the ACD hunt group to receive calls and log out to halt ACD hunt group calls. Distributing Calls • Agent IDs: If the hunt group is programmed to use ACD Agent IDs, each agent is assigned an Agent ID number to enter during the login procedure (described on the next page). The hunt group calls are routed to logged-in agents, according to their Agent ID number instead of their extension number. Because the Agent ID is not associated with any extension, the agent can use any phone in the system to log in. • Members: If the hunt group is not programmed to use Agent IDs, it will have a pre-programmed list of phones and will send calls to the phones where agents are logged in. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 61 MOVING ON Calls are distributed through an ACD hunt group based on Agent IDs or extensions, as described below. Logging In and Out of ACD Hunt Groups Agents can log in to and out of the ACD hunt group at any time. While logged in, the agent receives calls through the ACD hunt group. When the agent is logged out, calls to that ACD hunt group bypass the agent. To log in to all of your ACD hunt groups at once using the ACD Agent Login/ Logout feature code: With or without the handset lifted, dial 3 2 8 and enter your Agent ID, if necessary. The display shows AGENT LOGGED IN TO ALL ACDS, and you hear a confirmation tone. NOTE: This feature code acts as a toggle. If you were already logged in, the display shows AGENT LOGGED OUT OF ALL ACDS, and you hear a confirmation tone. To log in to one or more hunt groups using the ACD Agent Login feature code: 1. With or without the handset lifted, dial 3 2 6 . The display shows AGENT LOGIN ACD NUMBER. 2. EITHER, Enter the desired ACD hunt group number. OR, Press # to log in to all of your ACD hunt groups at once. The display shows AGENT LOGIN AGENT ID. NOTE: If you entered an invalid hunt group number, the display shows NOT AN ACD HUNT GROUP, and you hear repeating tones. 3. Do one of the following: MOVING ON • To log into one or more ACD hunt groups using Agent IDs: Enter your Agent ID. The display shows AGENT LOGGED INTO ALL ACDS. You are logged into the ACD hunt group using Agent IDs. NOTE: If another Agent ID is already logged in at this phone, you hear repeating tones, and the display shows DIFFERENT AGENT ID ALREADY USED. You must have the other agent log out before you can use that phone. • To log into one or more ACD hunt groups not using Agent IDs: Press # . The display shows AGENT LOGGED INTO ALL ACDS. You are logged into the ACD hunt group that does not use Agent IDs. If you were already logged in, the display shows ALREADY LOGGED INTO . If you are not a member of the entered hunt group, the display shows NOT AN AGENT IN THIS HUNT GROUP, and you hear repeating tones. Start over. 4. Hang up if off-hook. Repeat this procedure to log into additional ACD groups, if necessary. 62 Axxess® Model 8620 Phone User Guide – Axxess IP Mode When you log in to a group, you may be automatically connected to a call after you hear a short ring burst. If the ACD Agent ID Automatic Connect option is enabled for your hunt group and you are using a headset, you will be automatically connected. If this option is not enabled for your hunt group, the call will ring until you answer it or until it times out to another extension. NOTE: Even if the ACD Agent ID Automatic Connect option is enabled, the first call you receive (after you log in or remove your phone from DND while logged in) will ring until you answer it. You will, however, be automatically connected to subsequent calls. To log out of one or more ACD hunt group: 1. EITHER, Dial 3 2 8 to log out of all of your ACD hunt groups at once. The display shows AGENT LOGGED OUT OF ALL ACDS, and you hear a confirmation tone. OR, With or without the handset lifted, dial 3 2 7 . One of the following displays will appear: • If you were logged in to only one hunt group, the display shows AGENT LOGGED OUT OF . The procedure is complete. • If you were logged in to more than one hunt group, the display shows AGENT LOGOUT ACD NUMBER. Dial the extension number of the desired ACD hunt group. • If you were not logged in to any hunt group, the display shows NOT LOGGED INTO ANY ACD GROUP. Ending an ACD Hunt Group Call Each time you end an ACD hunt group call, a wrap-up timer is started. Until this timer expires, you will not receive another call through any ACD hunt group. You can, however, end the wrap-up session before this timer expires, as described below. To terminate the ACD Agent wrap-up period before the timer expires: With the handset in the cradle, dial 3 2 9 . NOTE: If you were not logged in to an ACD hunt group, the display shows CANNOT ACCESS RESERVED FEATURE. Axxess® Model 8620 Phone User Guide – Axxess IP Mode 63 MOVING ON 2. Hang up if off-hook. MOVING ON 64 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Learning More SECTION CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 What the Administrators Can Do for You . . . . . . . . . . . . . . . . . . . . . . . 66 Frequently Asked Questions (FAQs). . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Default Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 LEARNING MORE GETTING STARTED Axxess® Model 8620 Phone User Guide – Axxess IP Mode 65 INTRODUCTION If you want to know more about your phone and voice mail system, this is the section for you. With additional information and FAQs, you should be able to find answers to most of your questions. WHAT THE ADMINISTRATORS CAN DO FOR YOU The administrators are the people to whom you should turn if you have any problems with your phone and/or voice mail. They have access to advanced programming features and can reset certain settings associated with your phone. The types of administrators that can help you with your phone/voice mail are as follows: • System Administrator: Performs certain telephone system functions, including: — Setting the date and time — Programming System Speed-Dial numbers — Making database changes, such as programming usernames, toll restriction, DND messages, and extension numbers • Voice Mail Administrator: Performs tasks associated with the voice mail system, including: — Recording a broadcast message that is sent to all mailboxes at once — Performing mailbox maintenance (such as changing your password) — Customizing voice mail prompts NOTE: Because the telephone system is very flexible and programmable, the procedures for using the features might vary slightly from the descriptions in this guide. If so, your trainer or system administrator can tell you how your system differs and how to use the features. LEARNING MORE GETTING STARTED If you are a system administrator or if you need additional information not available in this guide, refer to the Administrator’s Guide (part number 550.8001). 66 Axxess® Model 8620 Phone User Guide – Axxess IP Mode FREQUENTLY ASKED QUESTIONS (FAQS) This section includes some of the most frequently asked questions. If you have problems with your phone or voice mailbox, refer to this section before you contact your system administrator or your local Inter-Tel dealer. How do I program System Speed-Dial numbers? A1. Only your system administrator can program System Speed-Dial numbers. You can, however, program up to ten Station Speed-Dial numbers (see page 46). Q2. How do I change the time and date on my phone? A2. Only your system administrator can change the time and date. Please contact your system administrator if you notice that the date and time are incorrect. Q3. How can I retrieve messages if I don’t know the password for my voice mail? A3. Try using your extension number, which is your default password. Or, maybe you don’t have a password, in which case pressing # is all you need to do. If these options don’t work, contact your system administrator, who can change or erase the password for you. You can then retrieve your messages and reset the password, if desired (see page 41). Q4. Why can’t I retrieve deleted messages? A4. Voice mail may have erased your message. After a programmed amount of time has lapsed, up to 24 hours, voice mail automatically erases all deleted messages (see page 31). If you attempted to undelete a voice mail within this time frame but you were still unsuccessful, your voice mail system may not have sufficient space programmed to store deleted messages. Q5. How can I set the number of rings that are allowed before the call is sent to voice mail? A5. Only your system administrator can change the number of rings. Q6. How can I change the name displayed on my phone? A6. Only your system administrator can change the usernames assigned to extensions. Axxess® Model 8620 Phone User Guide – Axxess IP Mode LEARNING MORE GETTING STARTED Q1. 67 Q7. How do I scroll through options on the display screen? A7. Press the (low) end of the Volume button to scroll down or the the Volume button to scroll up. Q8. Why can’t I program a Station Speed-Dial number to the button I want? A8. Your system administrator has programmed that button as a non-programmable button. Because you cannot override system programming from your phone, you must choose another button. Q9. Why can’t I use one of the features described in this guide? A9. There are a few reasons why you might not be able to access the feature. Some possible reasons include: (high) end of • Your system administrator may not have enabled the feature for your phone. • Your system administrator may have programmed your phone to block the feature. Why don’t the local phone company star codes (i.e.*82, *69, etc.) work when I press OUTGOING or use the Outgoing Call feature code ( 8 by default) to call an outside number? A10. Rather than pressing OUTGOING or 8 to access an outside line, you must dial a Select Line Group number before you can use the star codes. For example, if your system is using the default Select Line Group numbers, dial 92001 to access that line. Once you have dial tone, you can dial the star code and the number. Q11. Why can’t I use the Agent Help or Record-A-Call features? A11. If your phone is configured to use peer-to-peer (P2P) audio, you will not be able to use the Agent Help and Record-A-Call features when you are on a P2P call. To determine if your phone is configured to use P2P audio, consult your system administrator. Q12. If I need further assistance, how do I get technical support? A12. First, contact your system administrator if you have a question that is not covered in this user guide. If you need further assistance, contact your local authorized Inter-Tel dealer. All Inter-Tel sales, service, and support are handled at the local level. LEARNING MORE GETTING STARTED Q10. 68 Axxess® Model 8620 Phone User Guide – Axxess IP Mode DEFAULT FEATURE CODES Use the blank spaces below to enter custom feature codes, if necessary. OUTSIDE LINE ACCESS CODES ACCESS CODE NAME Select Line Group 1-208 Automatic Route Selection Emergency Call Outgoing Call ACCESS CODE NEW CODE 92001-92208 92000 911 8 EXTENSION NUMBERS EXTENSION NAME Phone Extensions Hunt Groups Attendant EXTENSION NUMBER NEW NUMBER 1000-1999 2000-2299 0 LEARNING MORE GETTING STARTED Axxess® Model 8620 Phone User Guide – Axxess IP Mode 69 LEARNING MORE GETTING STARTED GENERAL FEATURE CODES 70 FEATURE NAME FEATURE CODE Account Code – Following Calls Account Code – Optional ACD Agent Log In ACD Agent Log Out ACD Agent Log In/Out ACD Agent Wrap-Up Terminate Agent Help Request Agent Help Reject Answer (Ringing Call) Automatic Intercom Access On/Off Automatic Line Access On/Off Automatic Line Answer Background Music On/Off Call Forward All Calls Call Forward If Busy Call Forward If No Answer Call Forward No Answer/Busy Change Language Conference Default Station Directory Display Time And Date Do-Not-Disturb Do-Not-Disturb Cancel Do-Not-Disturb On/Off Do-Not-Disturb Override Feature Button Default Group Listen Handsfree On/Off Headset On Headset Off Headset On/Off Hold – Individual Hold – System Hookflash Hunt Group Remove Hunt Group Replace Hunt Group Remove/Replace LCD Contrast Control Message Message – Cancel Message Left Message – Cancel Message On Phone Message – Silent Message 391 390 326 327 328 329 375 376 351 361 360 350 313 355 357 356 358 301 5 394 307 300 370 371 372 373 395 312 319 315 316 317 336 335 330 322 323 324 303 365 366 368 367 NEW CODE Axxess® Model 8620 Phone User Guide – Axxess IP Mode GENERAL FEATURE CODES (CONTINUED) FEATURE NAME Microphone Mute On/Off Page Page Receive On/Off Program Buttons Program Station Password Queue (Callback) Request Record-A-Call Redial Redirect Call Reminder Message Reminder Message Cancel Remote Programming Reverse Transfer (Call Pick-Up) Review Buttons Ring Intercom Always On/Off Ring Tone Selection Routing Off Station Speed Dial Station Speed-Dial Programming System Forward Enable System Forward Disable System Forward On/Off System Speed Dial Switch Keymap Transfer To Hold Transfer To Ring FEATURE CODE NEW CODE 314 7 325 397 392 6 385 380 331 305 306 359 4 396 377 398 304 382 383 352 353 354 381 399 346 345 LEARNING MORE GETTING STARTED Axxess® Model 8620 Phone User Guide – Axxess IP Mode 71 LEARNING MORE GETTING STARTED NOTES 72 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Index A Abbreviations 5 About This Guide 2 About Voice Mail 7 About Your Phone 3 Accessing Your Mailbox 28 Account Codes 54 ACD 61 ACD Hunt Groups 61 Adding Parties to a Conference 19 Adjusting Your Phone’s LCD Contrast 11 Adjusting Your Phone’s Viewing Angle 10 Administrators 66 Agent Help 60 Agent IDs 61 Alternate Greeting 12 Assigning Secondary Extension Buttons 53 Automatic Call Answer 39 Automatic Call Distribution (ACD) 61 Automatic System Forwarding 23 B Background Music 39 Buttons DSS 52 message 27 mute 26 special 4 C Call Waiting 17 Callbacks 15 Calls enabling/disabling hunt groups 61 forwarding 22, 23 making conference 19 placing on hold 18 receiving non-handsfree 15 redirecting 15 transferring 20 waiting for called phone 15 Axxess® Model 8620 Phone User Guide – Axxess IP Mode Camp On 15 Canceling call forwarding 22 callback requests 15 do-not-disturb 35 messages 27 queue requests 16 reminder messages 36 unheard messages 33 waiting messages 27 Cascade Levels 44 Changing call screening transfer method 42 directory name 13 fax destination number 43 keymaps 39 language 40 message envelope 41 message search order 43 personal greeting 12 remote access password 58, 59 transfer method 42 voice mail message envelope 41 voice mail password 41 volume levels 38 Clearing Reminder Messages 36 Conference Calls 19 Connecting a Headset 25 D Date, Time, Name, and Extension Number 24 Default Feature Codes 69 Defaults do-not-disturb message chart 34 mailbox password 11 outgoing call feature code 16 reminder message chart 36 Deleting Station Speed-Dial Numbers 47 Dial Tones 8, 38 Dialing Options 14 Dialing Station/System Speed-Dial Numbers 48 Dialpad Buttons 3 Directories name 13 voice mail 57 73 Disabling account codes 54 automatic call answer 39 background music 39 call forwarding 22 cascade levels 45 group listen feature 26 handsfree answering feature 15 hunt group calls 61 message envelope options 41 paging 50 record-a-call 49 system forwarding 23 time/date option 41 Disconnecting a Headset 25 Display 5 Displaying Information 24 date, time, name, and extension number 24 feature button current values 51 outside party’s name 24 secondary extension buttons 53 speed-dial button assignments 48 Distributing Calls 61 Do-Not-Disturb 34 Dropping Out of a Conference 19 DSS buttons 52 E Emergency Calls 17 Enabling account codes 54 automatic call answer 39 background music 39 call forwarding 22 cascade levels 45 do-not-disturb 35 group listen feature 26 handsfree answering feature 15 hunt group calls 61 message envelope options 41 paging 50 record-a-call 49 system forwarding 23 time/date option 41 Ending a Conference Call 19 Entering Account Codes 54 Erasing Station Speed-Dial Numbers 47 Exiting a Conference Call 19 74 F Fax Destination Number 43 Feature Button Functions 4 Feature Buttons 3 Features agent help 60 do-not-disturb 34 group listen 26 handsfree 14 hold 18 last number dialed/saved 24 record-a-call 49 redial 24 redirect calls 15 reminder messages 36 ring intercom always 14 speed dial 46 Forced Account Codes 54 Forwarding Calls 22 automatic system Forwarding 23 manual call forwarding 22 redirecting calls 23 Frequently Asked Questions (FAQs) 67 Full Mailbox 28 G Generating a Hookflash 51 Greeting 12 Group Listen Using the Speaker 26 Group Lists 7 H Headset 25 Hold 18 Hookflash 51 Hunt Groups 61 I Individual Hold 18 Initializing Your Mailbox 11 Intercom Calls 14 Introduction 38 K Keymaps 39 Axxess® Model 8620 Phone User Guide – Axxess IP Mode L Language 40 Last Number Dialed/Saved 24 LCD 5 LCD Contrast 10 Leaving Messages 27 Listening to Messages 29 Logging In and Out of ACD Hunt Groups 62 M Mailbox 7 Mailbox Almost Full 28 Making and Receiving Calls 14 Making Pages 50 Manual Call Forwarding 22 Members, Hunt Group 61 Message button 27 center 27 count 28 indicator lamp 6 notification 45 search order 43 Messages receiving 29 recovering deleted 31 sending 32 using do-not-disturb 34 Messaging, Remote 44 Microphone 26 Multilingual Capability 40 Mute Feature 26 N Non-Handsfree Calls 15, 39 O Off-Hook 8 On-Hook 8 Optional Account Codes 54 Outside directory 56 enable/disable automatic call answer 39 party’s name 24 receiving calls 17 Axxess® Model 8620 Phone User Guide – Axxess IP Mode P Paging 50 Passwords changing default 11 programming remote access 58 Peer-to-Peer (P2P) 68 Performing a Hookflash During a Call 51 Phone Configuration changing language selection 40 changing volume levels 38 enabling automatic call answer 39 enabling background music 39 returning to default operation 40 selecting a ring tone 38 Placing calls on hold 18 conference calls 19 intercom calls 14 Primary Greeting 12 Primary Language 40 Programming cascade levels 44 date and time notification 45 fax destination 43 feature buttons 51, 52 remote feature access 58 remote messaging 44 ring intercom always 14 station speed-dial numbers 46 Q Queue the Line 15 R Receiving intercom calls 14 outside calls 17 Record-A-Call 49 Recording Personal Greeting 12 Recording Voice Mail Directory Name 13 Recovering Deleted Messages 31 Redial 24 Redialing a Number 24 Redirect Calls 15, 23 Reminder Messages 36 Remote Access Password 58 Remote Feature Access 59 Remote Messaging 44 75 U Requesting a callback 15 a reminder message 36 Undeleting Messages 31 agent help 60 Using Responding to a Waiting Call 17 account codes 51 Responding to Agent Help 60 defaults 11, 16, 34, 36 Retrieving Messages 27 directories 55 Returning do-not-disturb mode 34 feature buttons to default 51 phone to default 40 Ring Intercom Always 14 Ring Types 38 S Saving Last Number Dialed 24 Saving Volume Levels 38 Screening Calls 55 Search Order 43 Secondary Language 40 feature buttons 51 group listen 26 headset 25 message button 27 record-a-call 49 secondary extension buttons 53 speaker and microphone 26 voice mail messages 29 V Selecting a Message Order 27 Viewing Speed-Dial Numbers 48 Selecting a Ring Tone 38 Voice Mail 7 Sending Calls to Voice Mail 20 Sending Messages 32 Setting account codes 54 preferences 38 remote messaging 44 SMDR (Station Message Detail Recording) 54 messages 15 options 41 Voice Mail Messages 29 canceling unheard messages 33 sending messages 32 undeleting messages 31 Speaker 26 Voice Mailbox 7 Speed Dialing 46 Voice Processor 7 Standard Account Codes 54 Volume Levels 38 Station Message 15 Station Speed Dial 46 System Administrator 66 System Hold 18 System Speed Dial 48 W Waiting Calls 17 What the Administrators Can Do for You 66 Working in Hunt Groups 61 T Timers 63 Transferring Back to the Primary Phone 53 Transferring Calls 20 76 Wrap-Up Timer 63 Z Zones, Page 50 Axxess® Model 8620 Phone User Guide – Axxess IP Mode VOICE MAIL FLOWCHART NOTE: At any menu level, you can press ACCESSING YOUR MAILBOX • EITHER, Press the Message button to respond to a message from voice mail. OR, Call the voice mail extension number, press , and enter your mailbox number. • Enter your password and then # . SUBSCRIBER MAILBOX MENU to cancel or return to the previous menu or press # to accept. 1 Record Greeting Primary Greeting 1 Alternate Greeting 2 3 System Greeting Also see Recording Options Record Directory Name See Recording Options 2 Record Password 3 Change Envelope Settings 4 Listen to New Message 1 Send a Message 2 Time and Date 1 Listen to Saved Messages 3 Message Source 2 Personal Options 4 Message Length 3 Message Options 5 All Options 4 No Options 5 • Dial the mailbox number, reply to a message, or forward a message. • Record your message. To pause press 2 To erase press 3 • Hang up to send OR Press # for options. Primary Cascade 1 Alternate Cascade 2 Send and Exit Hang Up Delete the Message 9 Skip to the End # Replay Message 1 Reply to the Message 2 Return Call 2 Forward a Copy See Recording Options 3 2 Save the Message 7 Transfer Method 5 Delete the Message 9 REMOTE MESSAGING New Messages 1 Saved Messages 2 9 # 7 Message Order Delivery Options Send to Other Mailboxes Save the Message 5 Unannounced 3 6 6 3 Priority 5 Increase the Volume Listen to Next Message Erase and Re-Record Certified 4 Play the Envelope Play the Envelope 2 2 Lower the Volume 1 1 1 Move Forward Fax Destination Add DELIVERY OPTIONS 2 3 Listen to Previous Message 4 9 More Options Replay Private Pause Voice Mail Message 1 MESSAGE ORDER RECORDING OPTIONS 1 Back Up After the message: 5 Remote Messaging SENDING A MESSAGE LISTENING TO MESSAGES While the message is playing: PERSONAL OPTIONS 1 Program Cascade Level Enter cascade level number, then: Enable/Disable TRANSFER METHOD 1 Enter Personal # 2 1 Enter Pager # 3 Screened 2 Enter Time of Day 2 Announce Only 3 Set Days of Week 3 MESSAGE OPTIONS Cancel Unheard Messages 1 Recover Deleted Messages 2 Listen 1 Recover All 2 Erase All 3 Monday-Friday 1 All Days 2 Individual Days 1-7 3 4 Select Message Types All Messages 1 Priority Messages 2 Part No. 550.8119 Issue 8.1, November 2003 A661/922:A
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