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AXXESS ADMINISTRATOR’S GUIDE Part No. 550.8001 Issue 5.1, March 2000 ## # to replace the document — When prompted, press START on your fax machine. — When the fax transmission is complete, press # to continue importing documents, or press * to exit. If you did not enter a valid number, enter a new number. If the document is being sent, updated, or deleted, that number cannot be used right now. Enter a new number or hang up. If the document number already exists, Press OR press 3 to enter another number. — Using a fax machine, call the Voice Mail extension. — Press * and then enter the System Administrator mailbox number and password. — Press 9 , then press 4 . — Enter the fax document number. If the document number does not already exist, press # if the number is correct OR press 3 and re-renter the number. TO IMPORT A FAX DOCUMENT: — Call the Voice Mail extension number. — Press * , then enter the System Administrator mailbox number and password. — Press 9 , then press 2 . — Dial the mailbox, extension ID, or group list number to be programmed. Program the personal options, following the prompts, as usual. TO PERFORM MAILBOX MAINTENANCE: — Call the Voice Mail extension number. — Press * , then enter the System Administrator mailbox number and password. — Press 9 , then press 1 . — Record your message. — When you have completed your message, hang up OR press # for more options. TO RECORD A BROADCAST MESSAGE AXXESSORY TALK VOICE MAIL SYSTEM ADMINISTRATOR FEATURES 9 8 6 0 . 9 8 1 1 . 1 for AM or press 2 ©Inter-Tel Integrated Systems, Inc. 2000 printed in USA — When a minor alarm indication appears, write down the alarm information. — While on hook, clear the alarm by entering 9 8 5 0 (Clear System Alarm) or entering 9 8 5 1 (Clear Network Alarm). — Look up the alarm in the Administrator’s Guide and take the appropriate action. TO RESPOND TO AN ALARM MESSAGE: While on hook, enter TO SYNCHRONIZE NETWORK TIME: — If the system is set for 12-hour display format, press for PM. — While on hook, enter 9 8 0 0 (System Date/Time) or enter 9 8 1 0 (Network Date/Time). — Use the keypad keys to enter the month, day, and year. (For example, press 010300 for January 3, 2000.) OR press # to skip ahead without changing the date. — Use the keypad keys to enter the time in hours and minutes. (For example, enter 0900 for 9:00.) OR press # twice to exit without changing the time. TO SET SYSTEM OR NETWORK DATE AND TIME: — While on hook, enter 9 8 6 1 (Enable Network Night Mode) OR enter 9 8 6 2 (Enable Network Day Mode). Then enter the desired node number. TO PLACE A SINGLE NODE IN DAY OR NIGHT MODE: — While on hook, enter TO PLACE THE SYSTEM IN NIGHT OR DAY MODE: AXXESS SYSTEM ADMINISTRATOR FEATURES These are the basic instructions for the most frequently used AXXESS System Administrator and AXXESSORY Talk System Administrator features. For detailed information on these features, refer to the Administrator’s Guide. QUICK REFERENCE GUIDE TO AXXESS AND AXXESSORY TALK SYSTEM ADMINISTRATOR FEATURES # . A D G J M P T W @ 2 4 5 6 7 8 9 0 - 1 3 1 KEY 3 4 : X U Q N K H E B & . Y V R O L I F C ( , Z ? S # / * ! ’ ) ENGLISH CHARACTERS 2 0 9 8 7 6 5 4 3 2 1 5 RI RA WO YU HI MI HA MA YA NI CHI TA NA KI SHI I SA WA 8 9 10 N RU YO MU FU NU TSU SU KU U pa RE . ME HE NE TE SE KE E ba RO , MO HO NO TO SO KO O KATAKANA CHARACTERS 7 KA A 6 NUMBER OF TIMES KEY IS PRESSED — Enter the number (up to 32 digits) to be stored. — Press # . To leave the name the same: Press long yo yu ya tsu o e u i a 11 To erase the current name and leave it blank: Press press MUTE repeatedly until the name is erased. Then press # . In alphanumeric mode, keypad keys are used to enter the desired letters, numbers, and punctuation. The number of times a key is pressed determines which character is entered. When adjoining characters are located under the same key, press FWD to advance to the next character. Refer to the following chart to program information in alphanumeric mode. (Note that letters correspond to the letters printed on the keypad keys.) — While on hook, enter 9 8 0 1 . — Enter the speed-dial location code (000-999). — To change or program the name: Enter the desired name for the speeddial number: In numeric mode, the keypad keys are used to enter numbers 0-9, the # key is used for entering a hyphen, and the * key is used for entering a colon. TO PROGRAM SYSTEM SPEED DIAL NUMBERS: NOTES Part Number 550.8001 AXXESS ADMINISTRATOR’S GUIDE Issue 5.1, March 2000 ©Inter-Tel Integrated Systems, Inc. 2000 printed in USA NOTICE This Inter-Tel AXXESS Administrator’s Guide is released by INTER-TEL INTEGRATED SYSTEMS, INC. as a guide for AXXESS System and AXXESSORY Talk Voice Mail administrators. It provides information necessary to properly administer the system. The contents of this manual, which reflect current INTER-TEL standards and which document software versions 827.8915-8919, are subject to revision or change without notice. Software packages released after the publication of this manual will be documented in addenda to the manual or succeeding issues of the manual. For additional information and/or technical assistance, certified technicians may contact: Customer Support Department INTER-TEL INTEGRATED SYSTEMS, INC. 7300 West Boston Street Chandler, AZ 85226-3224 (480) 961-9000 (during normal business hours) (480) 961-0277 (after hours or on weekends) If you have any questions or comments regarding this manual or other technical documentation, contact Inter-Tel’s Technical Publications Department at: Tech_Pubs@inter-tel.com Inter-Tel® is a registered trademark of Inter-Tel, Incorporated. Inter-Tel Integrated Systems™ is a trademark of Inter-Tel Integrated Systems, Inc. Inter-Tel AXXESS™ and Inter-Tel AXXESSORY Talk™ are trademarks of Inter-Tel Integrated Systems, Inc. IBM® and OS/2® Warp are registered trademarks of International Business Machines Corporation. MS-DOS® and Microsoft® Windows® are registered trademarks of Microsoft Corporation. MOD-TAP® is a registered trademark of Mod-Tap System. QEMM-386™ is a trademark of Quarterdeck Office Systems, Incorporated. Table Of Contents CONTENTS PAGE Table Of Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v FCC Regulations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xi Safety Regulations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xiv Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 The AXXESS Telephone System 1 AXXESS Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 AXXESS System Administrator Duties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 AXXESSORY Talk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 AXXESSORY Talk Voice Mail Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 AXXESSORY Talk Voice Mail Administrator Duties. . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Administrator Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 AXXESS System Administrator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Placing The System In Night Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Placing Nodes In Day Or Night Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Setting System Date And Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Setting Network Date And Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Synchronize Network Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Database Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Programming System Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 System And Network Alarm Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Freezing/Unfreezing The System History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Freezing/Unfreezing The Network History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Seizing A Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 AXXESSORY Talk Voice Mail System Administrator Features . . . . . . . . . . . . . . . . . . 32 Broadcast Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Mailbox/Group List Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Importing Fax Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Custom Audiotex Recordings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 AXXESS System Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Introduction 53 Station Instruments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Keysets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Agent Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Single-Line Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Digital Direct Station Selection/Busy Lamp Field (DSS/BLF) Units . . . . . . . . . . . . . . 73 Optional System Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Page v Table Of Contents INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CONTENTS PAGE AXXESS System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Introduction 77 Access To The Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Feature Keys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Special Key And Hookflash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Attendant Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Network And Local Primary Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Attendant Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Hunt Group Call Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Hunt Group Call Processing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Hunt Groups And Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Hunt Group Remove/Replace And Do-Not-Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 UCD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Trunk Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Caller ID, DNIS, And ANI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Outgoing-Access, Allowed- Answer, And Ring-In Assignments . . . . . . . . . . . . . . . . 104 Automatic Route Selection (ARS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Toll Restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Emergency Call Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Day And Night Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Direct Inward System Access (DISA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Keyset Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 Volume Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 Selectable Ring Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Extension Number, Username, Time and Date Display. . . . . . . . . . . . . . . . . . . . . . . . 114 “All Transient Displays” Station Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 “DKTS Alternate Transient Display Timer” Station Flag And Timer . . . . . . . . . . . . . 115 “Transient Call Indication On Call Answer” Station Flag . . . . . . . . . . . . . . . . . . . . . . 115 Using DSS/BLF Keys (DSS/BLF Unit Or Keyset DSS/BLF). . . . . . . . . . . . . . . . . . . 115 User-Programmable Feature Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 Standard/Alternate Keymap Switching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 Automatic Call Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 Music-On-Hold And Background Music . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 Multilingual Capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Do-Not-Disturb And Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Change Language Feature Code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 Page vi Table Of Contents INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CONTENTS PAGE Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 Programming For Private Intercom Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 Station-To-Station Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124 Intercom Camp On And Queue Callback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 Inter-Station Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 Leaving Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 Responding To Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 Off-Hook Voice Announce (OHVA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Placing Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Receiving Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Keyset On-Hook Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Keyset Group Listen Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Trunk Camp On And Busy Trunk Callback (Queue) . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 Placing Calls On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 Individual Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 System Hold (Keysets Only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Consultation Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Hold Recall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Microphone Mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Call Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 Transferring Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 Transfer To A System Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 Transfers And Outside Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 Transfer-To-Connect Station Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 Transfer To Ring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 Transfer To Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Transfer Recalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Call Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 Reverse Transfer 153 Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Placing A Conference Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Add Parties To A Conference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 Exiting A Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Page vii Table Of Contents INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CONTENTS PAGE System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Individual Station Forwarding Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Hunt Group Forwarding Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 Handsfree Announce System Forward Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 Manual Call Forwarding And System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 System Forward Enable/Disable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Unanswered System Forward Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 FWD Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Forward To An Outside Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Forward To The Message Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Forward To An Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Forward To Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 How To Forward Calls To An Extension Or Outside Number. . . . . . . . . . . . . . . . . . . 172 Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 System Speed Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 Station Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 Intercom, Speed-Dial, And Feature Code Directory (Keysets Only) . . . . . . . . . . . . . . 181 House Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186 Using The Last Number Saved Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187 Using The Last Number Dialed Feature. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187 Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188 Remove From Paging 188 Do-Not-Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189 Do-Not-Disturb Override . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192 Remote Feature Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193 Station Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193 Remote Do-Not-Disturb Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194 Remote Forward Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196 Default Station . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197 Hookflash 197 Reminder Messages (Keysets Only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 Record Keeping And Maintenance Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200 Call Cost Accounting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200 Station Message Detail Recording (SMDR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201 Page viii Table Of Contents INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CONTENTS PAGE AXXESSORY Talk Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205 Introduction 205 Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206 Automated Attendant Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207 Automated Attendant Recall Destination. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207 Automated Attendant Custom Audiotex Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . 207 Extension IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208 Call Routing Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209 Call Routing Custom Audiotex Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209 Call Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210 Digit Translation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210 Digit Translation Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210 AXXESSORY Talk Fax On Demand. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212 Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214 Locating A Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215 Changing The First/Last Name Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215 Listening To The Next/Previous Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215 Accepting A Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216 Requesting Additional Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216 Using The Directories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216 Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217 Scheduled Time-Based Application Router (STAR) . . . . . . . . . . . . . . . . . . . . . . . . . . . 218 SMDR Information Storage And Retrieval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219 Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220 Voice Mail And Message Notification/Retrieval Applications . . . . . . . . . . . . . . . . . . 220 Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221 Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222 Message Notification To Stations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223 Cascading Remote Message Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223 Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226 Access To A Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226 Initializing A Mailbox or Extension ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226 Listening To Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227 Recovering Deleted Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229 Sending A Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230 Canceling Unheard Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231 Personal Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232 Outside Caller Use Of Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235 AXXESSORY Talk Central Unified Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237 Outbound Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238 AXXESSORY Talk Central E-Mail Message Format . . . . . . . . . . . . . . . . . . . . . . . . . 238 Page ix Table Of Contents INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CONTENTS PAGE Automatic Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240 AXXESSORY Talk Central Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240 Fax Card Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240 FAX E-Mail Message Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240 Multilingual Capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241 AXXESSORY Talk Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242 Undeliverable Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242 Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246 Page x FCC Regulations INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FCC Regulations IMPORTANT: (1) This equipment complies with Part 68 of FCC rules. On the side of the KSU is a label that contains, among other information, the FCC registration number and ringer equivalence number (REN) for this equipment. Customers connecting this equipment to the telephone network shall, before such connection is made, give notice to the telephone company of the particular line(s) to which such connection is to be made, and shall provide the telephone company with the following information: — Complies with Part 68 of FCC rules — FCC registration number: BE2USA-64572- MF-E (for MF-rated systems), BE2USA- 64573-KF-E (for KF-rated systems), or BE2USA-24359-PF-E (for PBX systems) — USOC numbers of required interface jacks (see chart on next page) — Service order code (SOC), as applicable (see chart on next page) — Facility interface code (FIC) (see chart on next page) — Ringer equivalence number (REN), as applicable (see chart on next page) NOTE The REN is used to determine the quantity of devices which may be connected to the telephone line. Excessive RENs on the telephone line may result in the devices not ringing in response to an incoming call. In most, but not all areas, the sum of the RENs should not exceed five (5.0). To be certain of the number of devices that may be connected to the line, as determined by the total RENs, contact the telephone company to determine the maximum REN for the calling area. The telephone company should also be given notice upon final disconnection of this equipment from the particular line(s). It is also the responsibility of the customer to provide the telephone company with registration numbers of any other devices which are configured for connection to the telephone network. (2) This equipment cannot be used on public coin service provided by the telephone company. Connection to party line service is subject to state tariffs. (Contact the state public utility commission, public service commission, or corporation commission for information.) (3) If this equipment causes harm to the telephone network, the telephone company will notify the customer in advance that service may be temporarily discontinued. But if advance notice is not practical, the telephone company will notify the customer as soon as possible. Also, the customer will be advised of the right to file a complaint with the FCC, if necessary. (4) The telephone company may make changes in its facilities, equipment, operations, or procedures which may affect the operation of this equipment. If so, the customer shall be given advance notice so that any necessary modifications can be made in order to maintain uninterrupted service. Page xi FCC Regulations INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TYPE OF PORT INTERFACE (5) If trouble is experienced with this equipment, contact a local authorized factory service representative for repairs and/or warranty information. The customer, users, and unauthorized technicians should not repair, make adjustments to, or attempt to service this equipment in any way. (6) In the event of trouble with the telephone line(s), this equipment must be disconnected from the telephone line(s). If trouble ceases, the equipment must be repaired by an authorized factory service representative. If the trouble continues to occur with the equipment disconnected, the telephone company should be notified that they have a problem. If this is the case, repairs or adjustments made by the telephone company will be made at their expense. (7) Allowing this equipment to be operated in such a manner as to not provide proper answer supervision signaling is in violation of Part 68 of FCC rules. This equipment returns answer supervision signals to the public telephone network when: answered by the called station, answered by the attendant, routed to a recorded announcement that can be administered by the equipment user, and routed to a dial prompt. This equipment also returns answer supervision on all DID calls forwarded back to the public telephone network. Permissible exceptions are: a call is unanswered, busy tone is received, and reorder tone is received. (8) This equipment is capable of providing users access to interstate providers of operator services through the use of equal access codes. Failure to provide equal access capabilities is a violation of the Telephone Operator Consumer Services Improvement Act of 1990 and Part 68 of the FCC Rules FACILITY INTERFACE CODE (FIC) RINGER EQUIV ALENCE NO. (REN) SERVICE ORDER CODE (SOC) USOC JACK CONNECTOR 02LS2 0.6B RJ21X 02LS2/02GS2 3.6B/4.4B 2-Wire Ground 02GS2 0.6B – – – OPX Class C* 0L13C – 9.0F RJ11C, RJ21X 2-Wire DID** 02RV2-T 0.0B AS.2 RJ11C, RJ21X D4 Superframe/AMI 04DU9-BN 6.0Y RJ48C D4 Superframe with B8ZS 04DU9-DN – – 6.0Y RJ48C Extended Super frame (ESF) 04DU9-1KN – 6.0Y RJ48C ESF with B8ZS 04DU9-1SN 6.0Y RJ48C Primary Rate ISDN 04DU9-1SN – – 6.0Y RJ48C 2-Wire Loop 2-Wire Loop/Ground RJ21X RJ21X * Also interfaces with Class A and B. ** When using T1 facilities to provide DID service, do not use the DID facility interface code (FIC); instead, provide the telephone company with DID answer supervision code "AS.2" and the FIC for the requested T1 service. NOTICE NOTICE THE TELEPHONE INSTRUMENTS SPECIFICALLY DESIGNED FOR THIS SYSTEM HAVE HEARING-AID COMPATIBLE HANDSETS THAT ARE IN COMPLIANCE WITH SECTION 68.316 OF THE FCC RULES. Page xii FCC Regulations INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 WARNING This equipment generates and uses radio frequency energy and if not installed and used properly, that is, in strict accordance with the manufacturer’s instructions, may cause interference to radio and television reception. It has been type tested and found to comply with the limits for a Class A computing device in accordance with the specifications in Subpart J of Part 15 of FCC Rule. Operation of this equipment in a residential area may cause unacceptable interference to radio and TV reception requiring the operator to take whatever steps are necessary to correct the interference. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures: • Reorient the receiving antenna • Relocate the KSU with respect to the receiver • Check that the KSU and receiver are not on the same circuit; the KSU must be powered from an isolated, dedicated AC outlet If necessary, the user should consult the dealer or an experienced radio/television technician for additional suggestions. The user may find the following booklet prepared by the FCC helpful: "How to Identify and Resolve Radio-TV Interference Problems" This booklet is available from the U.S. Government Printing Office, Washington, D.C. 20402, Stock No. 004-000-00398-5. If RFI problems persist, contact Inter-Tel Customer Support. The AXXESS system is now product safety certified by Canadian Standards Association (CSA) for use in both the United States and Canada. Page xiii Safety Regulations INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Safety Regulations IMPORTANT SAFETY INSTRUCTIONS The "NRTL/C" indicator adjacent to the CSA mark on the product label signifies that the Inter-Tel AXXESS has been evaluated to the applicable ANSI/UL and CSA Standards for use in both the United States and Canada. NRTL (Nationally Recognized Testing Laboratory) is a designation granted by the U.S. Occupational Health and Safety Administration (OSHA) to laboratories which have been accredited to certify products to U.S. Standards. Before installation, also check the local electrical codes for important information concerning the installation of telephone and electronic equipment. The following safety information is reprinted from UL 1459. When using your telephone equipment, basic safety precautions should always be followed to reduce the risk of fire, electric shock, and injury to persons, including the following: Page xiv 1. Read and understand all instructions. 2. Follow all warnings and instructions marked on the product. 3. Unplug this product from the wall outlet before cleaning. Do not use liquid cleaners or aerosol cleaners. Use a damp cloth for cleaning. 4. Do not use this product near water (for example, in a wet basement). 5. Do not place this product on an unstable cart, stand, or table. The product may fall, causing serious damage to the product. 6. Slots and openings in the cabinet and the back or bottom are provided for ventilation, to protect it from overheating; these openings must not be blocked or covered. This product should never be placed near or over a radiator or heat register. This product should not be placed in a built-in installation unless proper ventilation is provided. 7. This product should be operated only from the type of power source indicated in the manual. If you are not sure of the type of power source to your building, consult your dealer or local power company. 8. This product is equipped with a three-wire grounding type plug, a plug having a third (grounding) pin. This plug will only fit into a grounding type power outlet. This is a safety feature. If you are unable to insert the plug into the outlet, contact your electrician to replace your obsolete outlet. Do not defeat the safety purpose of the grounding type plug. 9. Do not allow anything to rest on the power cord. Do not locate this product where the cord will be abused by persons walking on it. 10. Do not use an extension cord with this product’s AC power cord. The AC outlet for this product should not be used for any other electrical equipment. 11. Never push objects of any kind into this product through cabinet slots as they may touch dangerous voltage points or short out parts that could result in a risk of fire or electric shock. Never spill liquid of any kind on the product. 12. To reduce the risk of electric shock, do not disassemble this product, but take it to a qualified serviceman when some service or repair work is required. Opening or removing covers may expose you to dangerous voltages or other risks. Incorrect reassembly can cause electric shock when the product is subsequently used. Safety Regulations INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 13. Unplug this product from the wall outlet and refer servicing to qualified service personnel under the following conditions: a. When the power supply cord or plug is damaged or frayed. b. If liquid has been spilled into the product. c. If the product has been exposed to rain or water. d. If the product does not operate normally by following the operating instructions. Adjust only those controls that are covered by the operating instructions because improper adjustment of other controls may result in damage and will often require extensive work by a qualified technician to restore the product to normal operation. e. If the product has been dropped or the cabinet has been damaged. f. If the product exhibits a distinct change in performance. 14. Avoid using a telephone (other than a cordless type) during an electrical storm. There may be a remote risk of electric shock from lightning. 15. Do not use the telephone to report a gas leak in the vicinity of the leak. SAVE THESE INSTRUCTIONS This exclamation point within an equilateral triangle (which, for example, is silkscreened on the front of the AXXESS KSU) is intended to alert the user to the presence of important operating and maintenance (servicing) instructions in the literature accompanying the product. Be sure to read and follow all of the instructions included in this manual. Page xv INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Page xvi Introduction INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Introduction This Administrator’s Guide provides all the information an administrator should need about the AXXESS system hardware and features, and it gives detailed instructions on their use. Refer to the user guide provided with each phone for simplified instructions on using telephone and voice mail system features. THE AXXESS TELEPHONE SYSTEM The Inter-Tel AXXESS System is a state-of-the-art, digital, voice/data, hybrid telephone system. As a hybrid system, it incorporates many of the user-friendly features of key systems with many of the expanded features and flexibility of private branch exchange (PBX) systems. The AXXESS System is designed to meet the needs of growing businesses. In fact, the system's unique digital signal processing (DSP) structure allows it to be easily adapted and expanded as business communication needs change, especially with the Caller ID, Automatic Number Identification (ANI), Dialed Number Identification Service (DNIS), and Integrated Services Digital Network (ISDN) features. The modular design makes the system easy to install and service. And, the programmable features provide an abundance of user-friendly applications to meet each customer's needs. Highlights of the system's design include: • Advanced microprocessor technology. • Modular, easily replaceable hardware with add-on capabilities for optional features. • Flexible programming to customize many system and station features. AXXESS NETWORKS With AXXESS software version 5.0 (and higher), you can connect two or more AXXESS systems to form a network that provides a seamless interface between the systems. To the user, the network appears as though it is one integrated system. With few exceptions, the user can perform all of the functions across the network that he can within a single AXXESS system. In this manual, all references to a “network” mean two or more connected AXXESS systems. Each AXXESS system in a network is called a “node.” The maximum capacities of the AXXESS network are listed in the following table. FEATURE/DEVICES AXXESS System Nodes per network CAPACITY 63 Local devices per AXXESS node 512* Off-node devices per AXXESS node 8000 Devices per network 20,000 * The maximum number of stations and trunks that can be installed is limited by the number of voice channels and/or system memory resources available. The AXXESS Telephone System Page 1 Introduction INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AXXESS SYSTEM ADMINISTRATOR DUTIES As an AXXESS System Administrator you can provide the following services: • Place the local phone system or other systems in the network in night mode or day mode • Set the date and time of the local system • Set the network date and time and re-synchronize clocks in the network. • Make database changes (see page 9 for a list of programming areas) • Program system speed-dial numbers on the local system • Receive and clear displayed system and network alarms • Using diagnostic mode features: — Freeze and unfreeze database history on the local system or other systems in the network — Print error logs — Seize specific devices for troubleshooting purposes Administrator features are described in detail beginning on page 6. Any keyset can be designated as an administrator station during database programming. All administrator stations should be equipped with display keysets to show system alarms and make programming easier. Page 2 AXXESS System Administrator Duties Introduction INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AXXESSORY TALK The Inter-Tel AXXESSORY Talk voice processing system can be used for any of the following applications: • Voice Mail: This application handles all calls that are directed to voice mail (other than through the Message Notification/Retrieval application) by subscribers and non-subscribers. Callers will hear the main company greeting, followed by a menu of available options. Stations can forward or transfer calls directly to their mailbox using this application’s. • Directory Services: Directory services provide callers with a list of mailboxes and extension IDs. • Automated Attendant: The automated attendant is a programmable feature that can be used to provide automated call answering service. Calls can transfer, forward, or directly ring in to an automated attendant. When an automated attendant answers a call, it plays a recording that gives dialing instructions. After hearing the recording (or at any time while it is playing), the caller may then dial an extension or mailbox number. • Automated Attendant Recall Destination: If a call, that is transferred by the automated attendant, is not answered before the Transfer AXXESSORY Talk timer expires, the call recalls the Automated Attendant Recall Destination. The Recall Destination announces that the station is unavailable and allows the caller to leave a message (if the station has an associated mailbox) or dial another extension. • Call Routing Announcement: Call Routing Announcements can be used two ways: — A Call Routing Announcement application can be used in place of a playback device. The playback device function is especially useful for programming hunt group announcement and overflow stations. When called, the Call Routing Announcement application will play a recording and then hang up. — The Call Routing Announcement application can use Digit Translation which allows the caller to press a single digit for access to a mailbox, a Fax On Demand function, or a station or hunt group that has an associated mailbox or extension ID. Digit translation can be programmed for each digit 0-9, #, and *, plus a Timeout that is used when the caller does not enter a digit. Each digit can lead to a “digit translation node” that has its own digit translation values. This layered Call Routing Announcement digit translation creates a “tree” of programmable digit translation nodes. AXXESSORY Talk • Record-A-Call: This feature allows a station user to record an ongoing call in an AXXESSORY Talk mailbox message. When a station user enters the Record-A-Call feature code, the system places a call to the station's assigned Record-A-Call application. When the application answers, the system sets up a conference call with the station's Record-A-Call mailbox. If programmed, the mailbox plays a greeting to indicate that the recording is in progress. • STAR: The Scheduled Time-Based Application Router (STAR) enhances the programmability of the voice mail application greetings. With STAR, applications can be programmed to play alternative greetings for holidays and weekends. A STAR application is a table of up to 20 entries, that serves as a “routing table” which tells the AXXESSORY Talk which application will be used, based on day and time information in the table. (The applications are programmed to play the greetings, not the STAR application. The STAR routes the call to the right application.) • Station Message Detail Recording (SMDR) Information Storage: SMDR information can be stored on the AXXESSORY Talk’s hard disk and then processed using call record sorting software, such as Inter-Tel’s Inside Track. Page 3 Introduction INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AXXESSORY TALK VOICE MAIL NETWORKS An AXXESSORY Talk Voice Mail unit can be installed on any or all nodes in the AXXESS network. These AXXESSORY Talk Units can also be networked together to allow a caller to leave a message on the local AXXESSORY Talk for a mailbox located on another AXXESSORY Talk in the network. The maximum capacities of the network are listed in the following table. FEATURE/DEVICES CAPACITY AXXESSORY Talk Units (nodes) per network 100a Local or Off-Node Mailboxes and/or Extension IDs per AXXESSORY Talk node 2000b Group Lists per node Members per group list 100 100 Remote Message Notification Numbers per mailbox 18 a This is the maximum number of nodes supported by the software. System traffic may limit the actual number of nodes that can be supported without affecting system performance. b This is the maximum number of mailboxes supported by the NT-based software. The maximum number of mailboxes on an OS/2 AXXESSORY Talk should be limited to 500 for optimum performance. For more information on AXXESSORY Talk networks, see page 242. AXXESSORY TALK VOICE MAIL ADMINISTRATOR DUTIES As the voice mail System Administrator, you can use special features that are not provided to other voice mail users. The System Administrator mailbox has all standard subscriber features plus the ability to do the following: • Record a broadcast message • Perform mailbox and group list maintenance • Create and select custom audiotex recordings (voice mail company greetings, auto attendant recordings, call routing announcements, and hunt group overflow and announcement station recordings) • Import fax documents • Customize voice mail prompts Voice Mail System Administrator features are described in detail on page 32. Page 4 AXXESSORY Talk Voice Mail Networks Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Administrator Procedures Any keyset can be designated as an AXXESS System Administrator and/or an AXXESSORY Talk Voice Mail System Administrator during database programming. All administrator stations should be equipped with display keysets to show system alarms and to make programming easier. This section gives you all instructions for using the Administrator Features of the AXXESS System and the AXXESSORY Talk. • AXXESS System Administrator Features begin on the next page. • AXXESSORY Talk Administrator Features begin on page 32. A quick reference card is located in the front of this book for your convenience. Refer to the AXXESS System Features and AXXESSORY Talk Features chapters for detailed descriptions of the AXXESS System and AXXESSORY Talk and for general user procedures. Page 5 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AXXESS SYSTEM ADMINISTRATOR FEATURES Any display keyset station (attendant or non-attendant) can be assigned as a system administrator. Administrator stations provide the following services: • Place the local node or other nodes in the network in night mode or day mode • Set the date and time of the local node • Set the network date and time and re-synchronize clocks in the network. • Make database changes (see page 9 for a list of programming areas) • Program system speed-dial numbers on the local node • Receive and clear displayed system and network alarms • Using diagnostic mode features: — Freeze and unfreeze the database history for the local node or any node in the network using programmed freeze zones — Print error logs — Seize specific devices for troubleshooting purposes Any keyset station can be programmed to be an Administrator station by the database programmer or by another Administrator station. If a non-Administrator station user attempts to use the Administrator features, the user will hear reorder tones and the display will show CANNOT ACCESS RESERVED FEATURE. PLACING THE SYSTEM IN NIGHT MODE An Administrator station can place the local node in day or night mode. The day/night mode determines which lists the system will use for trunk access, toll restriction, etc. Night mode also affects the night transfer relays on the Options Card (OPC). The relays are activated when the system is placed in night mode. TO TURN NIGHT MODE ON OR OFF: While on hook, enter the Night Ring On/Off feature code (9860). You hear a single confirmation tone. The display shows NIGHT MODE IS ON (or OFF). Then, if night mode was turned on, the display shows THE SYSTEM IS IN NIGHT MODE until day mode is turned on. PLACING NODES IN DAY OR NIGHT MODE An Administrator station can place one or more nodes in day or night mode. The day/night mode determines which lists the system will use for trunk access, toll restriction, etc. The network determines the day/night mode status of a call based on the day/night mode status of the node where the trunk resides. TO TURN NIGHT MODE ON: (1) While on hook, enter the Enable Network Night feature code (9861). (2) You are prompted to enter a node number. Enter the desired node number. (3) You hear a single confirmation tone. The display shows NIGHT MODE IS ON. Then the display shows NODE X IS IN NIGHT MODE until day mode is turned on. TO TURN DAY MODE ON: Page 6 (1) While on hook, enter the Enable Network Day feature code (9862). (2) You are prompted to enter a node number. Enter the desired node number. (3) You hear a single confirmation tone. The display shows DAY MODE IS ON. AXXESS System Administrator Features Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 SETTING SYSTEM DATE AND TIME Occasionally, the system time or date needs to be reset (for example, when the system is defaulted or for daylight-saving time). Any Administrator can change the date and time that appears on all display keysets and in the SMDR reports. The day of the week is automatically calculated and set by the system when the date is entered. TO SET THE SYSTEM DATE AND TIME: NOTE You may backspace to correct entries by pressing the MUTE key or you may press or CANCEL to leave it unchanged and start over. (1) While on hook, enter the Set Date/Time feature code (9800). Your display shows DATE (current date). If you do not need to change the date, press XX:XX prompt. (2) # or ACCEPT to skip to the TIME Use the keypad keys to enter the month, day, and year. For example, press 010398 for January 3, 1998. When finished, the display shows TIME (current time). If you entered the date incorrectly, the display shows INVALID DATE and you are prompted to enter a new date. NOTE: If using a station programmed for Japanese, enter the date as year, month, date. For example, 980103 for January 3, 1998. If you do not need to change the time, press # or ACCEPT twice to exit. The display shows SYSTEM DATE AND TIME UPDATED. (3) Use the keypad keys to enter the time in hours and minutes. (For example, enter 0900 for 9:00.) If you entered the time incorrectly, the display shows INVALID TIME and you are prompted to enter a new time. (4) If the system is set for 12-hour display format, the display shows SELECT AM OR PM (AM=1 PM=2). Press 1 for AM (or the AM menu key) or press 2 for PM (or the PM menu key). The display shows SYSTEM DATE AND TIME UPDATED. If you press any key other than 1 or 2, the display shows INVALID TIME and you are prompted to enter a new time. NOTE: If using a station programmed for Japanese, the prompts will be reversed and you will set the AM/PM before the hour and minutes. SETTING NETWORK DATE AND TIME Occasionally, the network time or date needs to be reset (for example, when the system is defaulted or for daylight-saving time). Any Administrator can change the date and time that appears on all display keysets and in the SMDR reports in the network. The day of the week is automatically calculated and set by the system when the date is entered. TO SET THE SYSTEM DATE AND TIME: NOTE You may backspace to correct entries by pressing the MUTE key or you may press or CANCEL to leave the date and time unchanged and start over. (1) While on hook, enter the Set Network Date and Time feature code (9810). Your display shows DATE (current date). If you do not need to change the date, press XX:XX prompt. Setting System Date And Time # or ACCEPT to skip to the TIME Page 7 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (2) Use the keypad keys to enter the month, day, and year. For example, press 010398 for January 3, 1998. When finished, the display shows TIME (current time). NOTE: If using a station programmed for Japanese, enter the date as year, month, date. For example, 980103 for January 3, 1998. If you entered the date incorrectly, the display shows INVALID DATE and you are prompted to enter a new date. If you do not need to change the time, press # or ACCEPT twice to exit. The display shows SYSTEM DATE AND TIME UPDATED. (3) Use the keypad keys to enter the time in hours and minutes. (For example, enter 0900 for 9:00.) NOTE: If using a station programmed for Japanese, the prompts will be reversed and you will set the AM/PM before the hour and minutes. If you entered the time incorrectly, the display shows INVALID TIME and you are prompted to enter a new time. If the node is set for 12-hour display format, the display shows SELECT AM OR PM (AM=1 PM=2). Press 1 for AM (or the AM menu key) or press 2 for PM (or the PM menu key). The display shows SYSTEM DATE AND TIME UPDATED. If you press any key other than 1 or 2, the display shows INVALID TIME and you are prompted to enter a new time. SYNCHRONIZE NETWORK TIME Administrators can synchronize the minutes past the hour across the network without changing the hour. This is useful when the nodes are in different time zones. NOTE: If a node’s time is off by more than 30 minutes, synchronizing the minutes may cause the hour to change. Also, network time is automatically synchronized every day at 12:30 AM (00:30), using the time setting on the node with the lowest number. An Administrator can synchronize the clocks in all nodes in the network using the following procedure. TO SYNCHRONIZE NETWORK TIME: While on hook, enter the Synchronize Network Time feature code (9811). You hear a confirmation tone and the display shows NETWORK TIME SYNCHRONIZED. Page 8 Synchronize Network Time Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 DATABASE PROGRAMMING Any Administrator station can perform database programming using the keyset. However, it requires a display keyset and an Executive Keyset is strongly recommended. (NOTE: If using an Analog Keyset, the Administrator will need to use the PREVIOUS/NEXT or UP/DOWN keys in place of the Volume key in the instructions in this section.) The database areas that can be programmed by an Administrator station include the following: Station Programming: • Create or delete Administrator stations • Create or delete Attendant stations • Create or delete House Phones • Assign stations to Attendants • Program usernames • Program station toll restriction System Option Programming: • Program do-not-disturb messages • Program a password for the Database Programming feature • Program station extensions Trunk Programming: • Individual trunk answer supervision type, caller information, hybrid balance, signaling type (DTMF or pulse), and trunk group assignment • Trunk group answer access, ring-in, toll restrictions, and trunk lists Entry to the Database Programming feature at the Administrator stations can be protected using a password. A password would prevent unauthorized users from altering the system database. NOTE Passwords are very important to system security. Without sufficient password protection, the AXXESS database is vulnerable to unauthorized access. Depending on the database changes made by the Administrator, the system may require a reset after programming. If so, the system will prompt the Administrator for a reset and ask if it should be done immediately or delayed. Delaying the reset would prevent interruption in service. However, if a reset is required it should be done as soon as possible to permit proper system operation. Note that a system reset will drop all calls in progress. When entering alphanumeric information, such as a username, reminder message, or do-notdisturb message, press the MSG key or USE ALPHA MODE/USE NUMERIC MODE menu key to switch back and forth between alphanumeric and numeric mode. • In numeric mode, the keypad keys are used to enter numbers 0-9, the pound (#) key is used for entering a hyphen (-), and the asterisk (*) key is used for entering a colon (:). For example, 1*00 would enter “1:00” in numeric mode. • In alphanumeric mode, keypad keys are used to enter the desired letters, numbers, and punctuation. The number of times a key is pressed determines which character is entered. For example, 533266 would enter “JEAN” in English. When adjoining characters are located under the same key, press the FWD key to advance to the next character. For example, 66FWD6667776 would enter “NORM.” Refer to the chart below to program information in alphanumeric mode. (Note that letters correspond to the letters printed on the keypad keys.) The Japanese characters will be available only if the Multilingual Support premium feature is enabled and the Administrator’s Digital Keyset is set for Japanese. Database Programming Page 9 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 NUMBER OF TIMES KEY IS PRESSED KEY 1 2 3 4 5 6 7 ENGLISH CHARACTERS 8 9 10 11 KATAKANA CHARACTERS 1 - & ( ) 1 A I U E O a 2 A B C ’ 2 KA KI KU KE KO 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 / 5 NA NI NU NE NO o 6 M N O # 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 Station Programming Using An Administrator’s Station The station programming that can be performed by an Administrator station includes the following: • Create or delete Administrator stations: An Administrator can program any other keyset station to be an additional Administrator station, or delete Administrators. (You cannot program this for your own station or a single-line station.) • Create or delete Attendant stations: An Administrator can program any station to be an Attendant station, or delete Attendants. • Create or delete House Phones: An Administrator can program any station to be a House Phone, or delete House Phones. • Assign stations to Attendants: An Administrator can change the assigned Attendant for each station. • Program user names: The Administrator can program or change the user name for any station. • Program station toll restrictions: The Administrator can program toll restriction classes of service for the stations. Station toll restrictions are described in detail on page 107. The Station Database Programming process is summarized in the flowchart shown on page 13. See page 47 for a Program Planning Sheet. If necessary, you can press the asterisk (*) key or SPKR, to cancel programming and discard any unsaved changes, at any time during the following procedure. STATION FLAG PROGRAMMING: (1) While on hook, enter the Program Database feature code (9932). (2) If a password is required, the display shows ENTER PASSWORD. Use the keypad to enter your 1-8 digit password and press # . (If you enter an incorrect password or do not press # , the display shows INVALID PASSWORD.) If a password is not required, skip this step. (3) Page 10 The display shows ENTER DATABASE OPTION. (Executive Keysets also show the options: STATION, SYSTEM, and TRUNK.) Press 1 or the STATION menu key. Database Programming Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (4) The display shows ENTER STATION EXTENSION. Enter the extension number of the station to be programmed using one of the following methods. (If you enter an invalid extension number, you hear reorder tones and must try again.) Enter a complete number: Enter the extension number using your keypad. When the circuit information is displayed, press # again to continue. Enter a partial number: Enter a partial extension number then press the # key, high end of the Volume key, or the ACCEPT menu key. The display shows the extension number, user name and circuit number of the station that most closely matches the partial extension number. Press # or ACCEPT to program the displayed station, or scroll to another station as described below. Scroll through the numbers: To scroll through the extension number list, press the high end of the Volume key or NEXT key to scroll forward, or press the low end of the key or PREVIOUS key to scroll backward. When the desired extension number is displayed, press # or ACCEPT to continue. (5) The display shows ENTER STATION OPTION. Select one of the following: a. Station Flags: This option allows you to set the Administrator Station, Attendant, and House Phone flags. To select it, press 1 or the STATION FLAGS menu key. There are three flags that can be programmed: Administrator, Attendant, and House Phone. (However, you cannot program the Administrator flag for your own station or for a single-line station.) To program the flags do the following: 1. To scroll to the desired flag: Press the high end of the Volume key or NEXT key to scroll forward, or press the low end of the Volume key or PREVIOUS key to scroll backward. 2. To enable or disable a displayed flag: Press 1 or the ON menu key to enable the flag. Or, press 2 or the OFF menu key to disable the flag. 3. To save your programming when all flags are set correctly: Press # or ACCEPT to save the new flag settings. The display shows DATABASE UPDATED and then returns to the ENTER STATION OPTION prompt. 4. To exit without saving your changes: Press * or CANCEL to exit. The display shows NO UPDATE PERFORMED and then returns to the ENTER STATION OPTION prompt. b. Station Information: This option allows you to select an attendant for the station or program the station’s username. To select it, press 2 or the STATION INFO menu key. The display shows ENTER STATION INFO OPTION. Select one of the following: 1. Attendant: To assign an attendant to serve this station, press 1 or the ATTENDANT menu key. The display shows ENTER ATTENDANT EXTENSION. Enter the desired extension number. When the circuit information is displayed, press # again to return to the ENTER STATION INFO OPTION prompt. The display shows DATABASE UPDATED. (Or to cancel your entry, press * or CANCEL. The display shows NO UPDATE PERFORMED.) 2. Username: To change the username of the station, press 2 or the USERNAME menu key. The display shows ENTER USERNAME. Enter the new name as described in paragraph on page 9. (Or, to cancel your entry, press * or CANCEL. The display shows NO UPDATE PERFORMED.) Database Programming Page 11 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 c. Toll Restriction: This option allows you to set the station class of service for day and or night modes. To select it, press 3 or the TOLL RESTRICTION menu key. Then do the following: 1. The display shows TOLL RESTRICTION OPTION. Press 1 or the COS DAY menu key to program day mode toll restriction. Or, press 2 or the COS NIGHT menu key to program night mode toll restriction. 2. The display shows SET DAY (or NIGHT) COS XX. If this is not the COS you wish to program, scroll to the correct COS by pressing the high end of the Volume key or NEXT menu key to scroll forward, or press the low end of the Volume key or PREVIOUS menu key to scroll backward. The default COS numbers are as follows. See page 107 for definitions. COS 01 – ARS Only COS 02 – Deny Area/Office COS 03 – Deny Operator COS 04 – Deny Toll Access COS 05 – Deny International COS 06 – Deny Equal Access COS 07 – Deny Local Calls COS 08 – Denied Numbers COS 09 – Allowed Numbers 3. When the correct COS is displayed, press 1 or the ON menu key to enable the toll restriction. Or, press 2 or the OFF menu key to disable it. 4. If desired, repeat steps c2 and c3 to program additional COS toll restrictions. 5. Press # or ACCEPT to save the COS programming. The display shows DATABASE UPDATED and then returns to the TOLL RESTRICTION OPTION prompt. 6. Press # again to exit to the ENTER STATION OPTION prompt. (6) When the display shows ENTER STATION OPTION, press # again to exit to the ENTER STATION EXTENSION prompt. You can then program another station by repeating these steps or press # or ACCEPT once more to exit to the ENTER DATABASE OPTION prompt. (7) When finished with all programming, press # while the ENTER DATABASE OPTION prompt is displayed. This ends the programming session. (8) If a system reset is required, the display shows ENTER SYS RESET OPTION. Do one of the following: — Delayed Reset: Press 1 or the DELAYED menu key to delay the reset. The display shows DELAYED RESET SCHEDULED. The system will be reset at the preprogrammed time. — Immediate Reset: Press 2 or the IMMEDIATE menu key to reset the system now. NOTE A system reset will drop all calls in progress. Page 12 Database Programming Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FIGURE 1. Station Database Programming Flowchart Enter Program Database feature code 9932 ENTER DATABASE OPTION Press 1 or STATION menu key ENTER STATION EXTENSION Enter desired station extension number, then # ENTER STATION OPTION Press 1 or STATION FLAGS menu key Press 2 or STATION INFO menu key Press 3 or TOLL RESTRICTION menu key STATION INFO OPTION TOLL RESTRICTION OPTION Select flag to program Press 1 or Press 2 or ON menu key OFF menu key to disable to enable Press 1 or ATTENDANT menu key Press 2 or USERNAME menu key Enter Attendant’s extension Enter new username Press 1 or COS DAY menu key for day mode SET DAY/NIGHT COS XX If necessary, select COS number to program by scrolling Press 1 or ON menu key to enable COS AT ANY LEVEL: P r es s * o r S P K R t o c an c el an y us a v ed changes and back up to exit programming. Press 2 or COS NIGHT menu key for night mode Press 2 or OFF menu key to disable COS If desired, select another COS number to program by scrolling Press # or ACCEPT to save changes and back up one display level. INFORMATION IN THIS CHART IS SHOWN AS FOLLOWS: YOUR INPUT KEYSET DISPLAYS Station Database Programming Flowchart Page 13 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 System Programming Using An Administrator’s Station The system-wide information that can be programmed by an Administrator station includes the following: • Define do-not-disturb messages: The system has default do-not-disturb messages in both English and Japanese that can be reprogrammed through an Administrator’s station. (See page 189 for information concerning their use.) Administrators can delete or change messages 01-20 to any value (up to 16 characters). The current language of the programming keyset determines which list is programmed. (See page 241 for a description of the Change Language feature.) The Japanese translation has the same meaning as the English message. The default messages are: 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 When do-not-disturb messages are changed, the programmer should attempt to keep the meanings for the messages in both lists the same. That is, if the English message 02 is changed to “PAGE ME,” a similar message should be programmed for the Japanese message 02. Page 14 • Select an Administrator database programming password: Entry to the database programming feature at the Administrator stations can be protected using a password. A password would prevent unauthorized users from altering the system database. • Define reminder messages: The system reminder messages can be changed using an Administrator’s station. (See page 198 for information about using reminder messages.) The messages are limited to 16 characters each. The system has default reminder messages in both English and Japanese. The current language of the programming keyset determines which list is programmed. (See page 241 for a description of the Change Language feature.) Each Japanese translation has the same meaning as the English message. The default messages are: 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 Station Database Programming Flowchart Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 When reminder messages are changed, the programmer should attempt to keep the meanings for the messages in both lists the same. That is, if the English message 02 is changed to “GO TO AIRPORT,” a similar message should be programmed for the Japanese message 02. • Program new extension numbers for stations: The extension number for any station can be changed by an Administrator. The new extension number cannot conflict with an existing number. The System-Wide Database Programming process is summarized in the flowchart shown on page 18. See page 47 for a Program Planning Sheet. If necessary, you can press * or SPKR, to cancel programming and discard any unsaved changes, at any time during the following procedure. SYSTEM DATABASE PROGRAMMING: NOTE If you wish to change the Japanese do-not-disturb or reminder message sets, make sure your station is set in Japanese mode. See page 241 for an explanation of the Change Language feature. (1) While on hook, enter the Program Database feature code (9932). (2) If a password is required, the display shows ENTER PASSWORD. Use the keypad to enter your 1-8 digit password and press # . (If you enter an incorrect password, the display shows INVALID PASSWORD.) If a password is not required, skip this step. (3) The display shows ENTER DATABASE OPTION. (Executive Keysets also show the options: STATION, SYSTEM, and TRUNK.) Press 2 or the SYSTEM menu key. (4) The display shows ENTER SYSTEM OPTION. Select one of the following: a. Do-Not-Disturb Messages: This option allows you to program the do-not-disturb messages used by the stations. To select it, press 1 or the DND MESSAGES menu key. Then do the following: 1. The display shows SELECT DND MESSAGE #. Enter a message number or scroll to the desired message. (To scroll to the correct message press the Volume key or the SCROLL plus NEXT and PREVIOUS menu keys.) 2. When the display shows the desired DND message, enter the new message as described in paragraph on page 9. 3. Press # or ACCEPT to save the new message. The display shows DATABASE UPDATED and then returns to the SELECT DND MESSAGE prompt. (Or to cancel your entry, press * or CANCEL. The display shows NO UPDATE PERFORMED.) 4. To program another message, scroll to the desired message and repeat these steps. 5. Press # Station Database Programming Flowchart again to exit to the ENTER SYSTEM OPTION prompt. Page 15 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 b. Password: This option allows you to set a password that limits access to the Administrator programming feature. To select it, press 2 or the PASSWORD menu key. Then do the following: 1. The display shows CHANGE PASSWORD TO. Enter a password of up to eight digits then press # . (Or, to erase the password and leave it blank, just press #.) 2. The display shows VERIFY PASSWORD. Enter the password exactly as you did in the step above, followed by # . The display returns to the ENTER SYSTEM OPTION prompt. (If you hear reorder tones and see an error message, the passwords did not match and you must start over at the CHANGE PASSWORD prompt.) c. Reminder Messages: This option allows you to program the reminder messages used by the stations. To select it, press 3 or the REMINDER MSGS menu key. Then do the following: 1. The display shows SELECT REMINDER MSG #. Enter a message number or scroll to the desired message. (To scroll to the correct message press the Volume key or the SCROLL plus NEXT and PREVIOUS menu keys.) 2. When the display shows the desired message, enter the new message as described in paragraph on page 9. 3. Press # or ACCEPT to save the new message. The display shows DATABASE UPDATED and then returns to the SELECT REMINDER MSG prompt. (Or to cancel your entry, press * or CANCEL. The display shows NO UPDATE PERFORMED.) 4. To program another message, scroll to the desired message and repeat these steps. 5. Press # again to exit to the ENTER SYSTEM OPTION prompt. d. Station Extensions: This option allows you to assign new extension numbers to stations. To select it, press 4 or the STN EXTENSION menu key. Then do the following: 1. The display shows ENTER STATION EXTENSION. Enter the extension number of the station to be programmed using one of the following methods. (If you enter an invalid extension number, you hear reorder tones and must try again.) Enter a complete number: Enter the extension number using your keypad. When a valid number is entered, the circuit information is displayed. Press # again to continue. Enter a partial number: Enter a partial extension number then press the # key, high end of the Volume key, or the ACCEPT menu key. The display shows the extension number, user name and circuit number of the station that most closely matches the partial extension number. Press # or ACCEPT to program the displayed station, or scroll to another station as described below. Scroll through the numbers: To scroll through the extension number list, press the high end of the Volume key or NEXT menu key to scroll forward, or press the low end of the Volume key or PREVIOUS menu key to scroll backward. When the desired extension number is displayed, press # or ACCEPT to continue. Page 16 Station Database Programming Flowchart Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 2. The display shows CHANGE X (number) TO EXTENSION. Enter the new extension number for the station. If you enter an invalid number, you hear reorder tones and must try again. If you entered an extension number that is already assigned, the display shows CONFLICTING EXTENSION and hear reorder tones. When the display returns to ENTER STATION EXTENSION, you must start over and select a new extension number. 3. Press # or ACCEPT to exit to the ENTER STATION EXTENSION prompt. The display shows UPDATING DATABASE for four seconds and then DATABASE UPDATED. (Or to cancel your entry, press * or CANCEL. The display shows NO UPDATE PERFORMED.) NOTE: Although the system begins to update the database when you press # or ACCEPT, it may take longer than the four-second display to change the extension in the system – especially in a large or busy system. 4. Press # or ACCEPT again to exit to the ENTER SYSTEM OPTION prompt. (If an extension number is displayed, press * to exit, instead of # or ACCEPT.) (5) When the display shows ENTER SYSTEM OPTION, press ENTER DATABASE OPTION prompt. (6) When finished with all programming, press # while the ENTER DATABASE OPTION prompt is displayed. This ends the programming session. (7) If a system reset is required, the display shows ENTER SYS RESET OPTION. Do one of the following: # again to exit to the — Delayed Reset: Press 1 or the DELAYED menu key to delay the reset. The display shows DELAYED RESET SCHEDULED. The system will be reset at the preprogrammed time. — Immediate Reset: Press 2 or the IMMEDIATE menu key to reset the system now. NOTE A system reset will drop all calls in progress. Station Database Programming Flowchart Page 17 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FIGURE 2. System Database Programming Flowchart Enter Program Database feature code 9932 ENTER DATABASE OPTION Press 2 or SYSTEM menu key ENTER SYSTEM OPTION Press 1 or DND MESSAGES menu key Press 2 or PASSWORD menu key Press 3 or REMINDER MSGS menu key Press 4 or STN EXTENSIONS menu key SELECT DND MESSAGE CHANGE PASSWORD SELECT REMINDER MSG ENTER STATION EXTENSION Enter message number or select DND message to program by scrolling Enter 0-8 digit password and press # Enter message number or select message to program by scrolling Enter the extension number of the station to be changed VERIFY PASSWORD (Reminder message) SCROLL OR EDIT (DND message) SCROLL OR EDIT Enter the new message using alpha or numeric mode and press # Enter the new password again and press # If desired, select another message to program Enter the new message using alpha or numeric mode and press # CHANGE (number) SCROLL OR EDIT Enter the new extension number for the station and press # If desired, select another message to program AT ANY LEVEL: P r es s * o r S P K R t o c a nc e l a ny u s av e d changes and back up to exit programming. Press # or ACCEPT to save changes and back up one display level. INFORMATION IN THIS CHART IS SHOWN AS FOLLOWS: YOUR INPUT KEYSET DISPLAYS Page 18 System Database Programming Flowchart Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Trunk Programming Using An Administrator’s Station The trunk information that can be programmed by an Administrator station includes the following: Individual trunks: • Answer supervision type: Answer supervision determines whether the system should consider a call valid when it receives polarity reversal from the central office or wait for the Valid Call timer to expire. Any outside call put on hold becomes valid immediately, regardless of Answer Supervision or Valid Call timer status. • Caller ID: When selected, the Caller ID option indicates that the associated trunk will provide caller identification signals. This cannot be programmed unless the Advanced CO Interfaces premium feature is enabled. Caller information features require DSP programming. Caller ID uses Caller ID receivers. • Hybrid balance: Hybrid balance can be set to Normal or Short to allow the installer to adjust the hybrid impedance of the trunk based on local central office conditions. — Short: The short balance is used when trunks are supplied by other equipment located within the same building, using private, copper wire termination (e.g., an OPX supplied by another PBX that does not use the public network) or when the site is located close to the central office. — Normal: The normal balance can be used by most trunks. • DTMF or dial-pulse signaling: Trunks can be set for DTMF or dial pulse signals. • Trunk group assignment: Trunks can be assigned to trunk groups on an individual basis. • Busy trunk: This feature allows the administrator to temporarily remove a trunk from service. While the trunk is out of service, it cannot be used for placing outgoing calls. However, incoming calls on analog trunks will ring in and can be answered. Incoming calls on ISDN trunks cannot be answered. They receive a message, from the AXXESS system, that the trunk is not available. Typically, the CO sends busy signal or an “all trunks busy” message to the caller. The trunk will remain out of service until the Trunk Busy Out timer expires or the administrator places the trunk back in service. Trunk groups: • Day/Night Answer Access: The Administrator can program separate lists for stations with allowed-answer access in day and night modes. • Day/Night Ring-In: The Administrator can program separate lists of stations with ringin for day and night modes. • Change toll restrictions: The Administrator can program toll restriction classes of service for the trunk groups. Classes of service are described in detail on page 107. • Trunk List: Each trunk group has a programmed list of individual trunks. The Trunk Database Programming process is summarized in the flowchart shown on page 24. See page 47 for a Program Planning Sheet. If necessary, you can press the asterisk (*) key or SPKR, to cancel programming and discard any unsaved changes, at any time during the following procedure. System Database Programming Flowchart Page 19 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 When the procedure asks you to enter a station, trunk, or trunk group extension number, you can use any of the following methods (If you enter an invalid extension number, you hear reorder tones and must try again.) • Enter a complete number: Enter the extension number using your keypad. When the circuit information is displayed, press # again to continue. • Enter a partial number: Enter a partial extension number then press the # key, high end of the Volume key, or the ACCEPT menu key. The display shows the extension number, user name and circuit number of the station, trunk, or trunk group that most closely matches the partial extension number. Press # or ACCEPT to accept the displayed extension, or scroll to another station as described below. • Scroll through the numbers: To scroll through the extension number list, press the high end of the Volume key or NEXT menu key to scroll forward, or press the low end of the Volume key or PREVIOUS menu key to scroll backward. When the desired extension number is displayed, press # or ACCEPT to continue. TRUNK DATABASE PROGRAMMING: (1) While on hook, enter the Program Database feature code (9932). (2) If a password is required, the display shows ENTER PASSWORD. Use the keypad to enter your 1-8 digit password and press # . (If you enter an incorrect password, the display shows INVALID PASSWORD.) If a password is not required, skip this step. (3) The display shows ENTER DATABASE OPTION. (Executive Keysets also show the options: STATION, SYSTEM, and TRUNK.) Press 3 or the TRUNK menu key. The display shows ENTER TRUNK OPTION. (4) To Program An Individual Trunk: Press Then program trunk options as follows: 1 or the INDIVIDUAL TRUNK menu key. a. The display shows ENTER TRUNK EXTENSION. Enter the extension number of the trunk to be programmed using one of the methods described in paragraph 41.34. b. The display shows INDIVIDUAL TRUNK OPTION. Enter one of the following options. To view the last two options on an Executive Keyset, press the arrow (<< or >>) menu key at the bottom of the display. Answer Supervision: To program the answer supervision for the trunk, press 1 or the ANS SUPERVISION menu key. When the display shows ANS SUPERVISION OPTION, press 1 or the POLARITY REVERSE menu key for the polarity-reversal supervision type. Or, press 2 or VALID CALL menu key for Valid Call timer supervision. Then press # or ACCEPT to continue. Caller ID: To enable or disable Caller ID, press 2 or the CALLER ID menu key. When the display shows SET CALLER ID, press 1 or ON to enable the feature, or press 2 or OFF to disable it. Then press # or ACCEPT to continue. Hybrid Balance: To set the hybrid balance of the trunk to normal or short, press 3 or the HYBRID BALANCE menu key. When the display shows HYBRID BALANCE OPTION, press 1 or the NORMAL menu key, or press 2 or the SHORT menu key. Then press # or ACCEPT to continue. Page 20 System Database Programming Flowchart Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 DTMF/Dial-Pulse Signalling: To set the trunk for DTMF or dial-pulse signalling, press 4 or the SIGNALLING menu key. When the display shows ENTER SIGNALLING OPTION, press 1 or the DTMF menu key, or press 2 or the PULSE menu key. Then press # or ACCEPT to continue. Trunk Group Number: To assign the trunk to a trunk group, press 5 or the TRUNK GROUP menu key. When the display shows ENTER TRUNK GRP EXTENSION, enter the desired trunk group number using one of the methods described in paragraph 41.34. Busy Trunk: To temporarily remove the trunk from service, press 6 or the BUSY TRUNK menu key. When the display shows MARK TRUNK BUSY, press 1 or the ON menu key, or press 2 or the OFF menu key. Then press # or ACCEPT to continue. c. (5) To exit, press # or ACCEPT to move backward through the prompts until you reach the ENTER DATABASE OPTION prompt. Then see step 6 . To Program A Trunk Group: Press gram the trunk group, as follows: 2 or the TRUNK GROUP menu key. Then pro- a. The display shows ENTER TRUNK GRP EXTENSION. Enter the extension number of the trunk group to be programmed using one of the methods described in paragraph 41.34. b. The display shows ENTER TRUNK GROUP OPTION. Select one of the following options. To view the last three options on an Executive Keyset, press the arrow (<< or >>) menu key at the bottom of the display. Answer Access For Day Or Night Mode: To program the station(s) that will have answer access for this trunk group for day mode, press 1 or the ANS-ACCESS DAY menu key. To program for night mode, press 2 or the ANS-ACCESS NIGHT menu key. When the display shows ENTER STATION EXTENSION, do the following: 1. Enter a station extension using one of the methods described in paragraph 41.34. 2. The display shows the extension number and a Yes/No prompt. Press 1 or the YES menu key, followed by # , to include the station in the list. Or, press 2 or the NO menu key, followed by # , to exclude the station from the list. 3. When the display returns to ENTER STATION EXTENSION, select another extension number. Or, if finished programming the station list, press # or ACCEPT to continue. Ring-In For Day Or Night Mode: To program the station that will have ring in for this trunk group for day mode, press 3 or the RING-IN DAY menu key. To program for night mode, press 4 or the RING-IN NIGHT Night menu key. When the display shows ENTER STATION EXTENSION, enter stations into the list one at a time as described above for Answer Access. System Database Programming Flowchart Page 21 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Toll Restriction: To program the toll restrictions for the trunk group, press 5 or the TOLL RESTRICTION menu key. When the display shows TOLL RESTRICTION OPTION, press the numbers that correspond to the toll restrictions you wish to program, as follows: 4. COS for day or night mode: To program the toll restriction class of service for day mode, press 1 or the COS DAY menu key. To program class of service for night mode, press 2 or the COS NIGHT menu key. The display shows SET DAY (or NIGHT) COS XX. If this is not the COS you wish to program, scroll to the correct COS by pressing the high end of the Volume key or NEXT menu key to scroll forward, or press the low end of the Volume key or PREVIOUS menu key to scroll backward. The default COS numbers are listed below. (See page 107 for definitions. COS 01 is not used for trunks.) When the correct COS is displayed, press 1 or the ON menu key to enable the toll restriction. Or, press 2 or the OFF menu key to disable it. If desired, repeat this step to program additional COS toll restrictions. Then press # or ACCEPT to continue. COS 02 – Deny Area/Office COS 03 – Deny Operator COS 04 – Deny Toll Access COS 05 – Deny International COS 06 – Deny Equal Access COS 07 – Deny Local Calls COS 08 – Denied Numbers COS 09 – Allowed Numbers 5. Exempt from ARS: To program the Exempt from ARS option, press 3 or the EXEMPT FROM ARS menu key. When the display shows EXEMPT FROM ARS, press 1 or the YES menu key to enable the option. Or, press 2 or the NO menu key to disable it. Then press # or ACCEPT to continue. 6. Subject to toll restriction: To program the trunk group Subject to Toll Restriction option, press 4 or the SUBJECT TO TOLL menu key. When the display shows SUBJECT TO TOLL, press 1 or the YES menu key to enable the option. Or, press 2 or the NO menu key to disable it. Then press # or ACCEPT to continue. Trunk List: To program the list of trunks for the trunk group, press 6 or the TRUNK LIST menu key. When the display shows ENTER TRUNK EXTENSION, enter trunks into the list as follows: 7. Enter a trunk extension using one of the methods described in paragraph 41.34. 8. The display shows the extension number and a Yes/No prompt. Press 1 or the YES menu key, followed by # , to include the trunk in the list. Or, press 2 or the NO menu key, followed by # , to exclude the trunk from the list. 9. When the display returns to ENTER TRUNK EXTENSION, select another extension number. Or, if finished programming the trunk list, press # or ACCEPT to continue. c. Page 22 To exit, press # or ACCEPT to move backward through the prompts until you reach the ENTER DATABASE OPTION prompt. System Database Programming Flowchart Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (6) When finished with all programming, press # while the ENTER DATABASE OPTION prompt is displayed. This ends the programming session. (7) If a system reset is required, the display shows ENTER SYS RESET OPTION. Do one of the following: Delayed Reset: Press 1 or the DELAYED menu key to delay the reset. The display shows DELAYED RESET SCHEDULED. The system will be reset at the pre-programmed time. Immediate Reset: Press 2 or the IMMEDIATE menu key to reset the system now. NOTE A system reset will drop all calls in progress. System Database Programming Flowchart Page 23 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FIGURE 3. Trunk Database Programming Flowchart Enter Program Database feature code 9932 ENTER DATABASE OPTION Press 3 or TRUNK menu key ENTER TRUNK OPTION Press 2 or TRUNK GROUP menu key Press 1 or INDIVIDUAL TRUNK menu key ENTER TRUNK EXTENSION ENTER TRUNK GRP EXTENSION Enter desired trunk extension number SEE NEXT PAGE INDIVIDUAL TRUNK OPTION Press 1 or ANSWER SUPERVISION menu key ANS SUPERVISION OPTION Press 1 or POLARITY REVERSE menu key Press 2 or CALLER ID menu key SET CALLER ID Press 1 or ON menu key Press 3 or HYBRID BALANCE menu key Press 2 or SHORT menu key ENTER SIGNALLING OPTION Press 1 or DTMF menu key Press 5 or TRUNK GROUP menu key Press 2 or OFF menu key HYBRID BALANCE OPTION Press 1 or NORMAL menu key Press 4 or SIGNALLING menu key Press 2 or VALID CALL menu key Press 2 or PULSE menu key ENTER TRUNK GRP EXTENSION Enter the trunk group number Press 6 or TRUNK BUSY menu key MARK TRUNK BUSY Press 1 or ON menu key Page 24 Press 2 or OFF menu key AT ANY LEVEL: Press * or SPKR to cancel any usaved changes and back up to exit programming. Pres s # or ACCEPT t o save changes and back up one display level. INFORMATION IN THIS CHART IS SHOW N AS FOLLOWS: YOUR INPUT KEYSET DISPLAYS Trunk Database Programming Flowchart Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FIGURE 3. Trunk Database Programming Flowchart (Cont’d) CONTINUED FROM PREVIOUS PAGE Enter the number of the trunk group to be programmed TRUNK GROUP OPTION Press 1 or ANS ACCESS DAY menu key ENTER STATION EXTENSION Press 2 or ANS ACCESS NIGHT menu key Enter the desired extension number Press 3 or RING-IN DAY menu key (Extension number) YES/NO Press 1 or YES menu key Press 4 or RING-IN NIGHT menu key Press 5 or TOLL RESTRICTION menu key Press 1 or COS DAY menu key TOLL RESTRICTION OPTION Press 2 or COS NIGHT menu key SET DAY/NIGHT COS XX If necessary, select COS number to program by scrolling Press 1 or ON menu key Press 2 or NO menu key Press 3 or EXEMPT FROM ARS menu key Press 4 or SUBJECT TO TOLL menu key EXEMPT FROM ARS SUBJECT TO TOLL Press 1 or YES menu key Press 2 or NO menu key Press 1 or YES menu key Press 2 or NO menu key Press 2 or OFF menu key Press 6 or TRUNK LIST menu key ENTER TRUNK EXTENSION Enter the desired trunk number (Extension number) YES/NO Press 1 or YES menu key Trunk Database Programming Flowchart Press 2 or NO menu key Page 25 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 PROGRAMMING SYSTEM SPEED DIAL NUMBERS System speed-dial numbers and names can be programmed by the installer or at any Administrator station. The system speed-dial numbers can contain up to 32 digits each and can include hookflashes and/or pauses for dialing a series of numbers. For example, the speed-dial number can contain an SCC local number, a pause, an access code, and the telephone number. For using PBX trunks, the other system’s trunk access codes, followed by a pause, may be included in speeddial numbers. The lengths of the hookflash and the pause are determined by the programmable CO Hookflash and Pause Digit timers. To program system speed-dial numbers, use one of the following methods: • Use the keypad to manually dial the number. If you make a mistake, press the MUTE key to backspace. • Press the REDIAL key to enter the last number dialed or saved at the station (up to 32 digits). • Press one of the speed-dial keys on the keyset to enter the outside telephone number (up to 16 digits) programmed under that key. Speed-dial names can contain up to 16 characters. To program speed-dial names, keypad keys are used to enter the desired letters, numbers, and punctuation in English and/or Japanese (Katakana). When programming speed-dial names, you can press the MSG key or USE ALPHA MODE/USE NUMERIC MODE menu key to switch back and forth between alphanumeric and numeric mode. • In numeric mode, the keypad keys are used to enter numbers 0-9, the pound (#) key is used for entering a hyphen (-), and the asterisk (*) key is used for entering a colon (:). For example, 1*00 would enter “1:00” in numeric mode. • In alphanumeric mode, keypad keys are used to enter the desired letters, numbers, and punctuation. The number of times a key is pressed determines which character is entered. For example, 533266 would enter “JEAN.” When adjoining characters are located under the same key, press the FWD key to advance to the next character. For example, 66FWD6667776 would enter “NORM.” Refer to the chart below to program information in alphanumeric mode. (Note that letters correspond to the letters printed on the keypad keys.) The Japanese characters will be available only if the Multilingual Support premium feature is enabled. NUMBER OF TIMES KEY IS PRESSED KEY 1 2 3 4 5 6 7 ENGLISH CHARACTERS 8 9 10 11 KATAKANA CHARACTERS 1 - & ( ) 1 A I U E O a 2 A B C ' 2 KA KI KU KE KO 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 / 5 NA NI NU NE NO o 6 M N O # 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 Page 26 Programming System Speed Dial Numbers Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TO PROGRAM OR CHANGE SYSTEM SPEED-DIAL NUMBERS AND NAMES: NOTE If you make a mistake, use the MUTE key to backspace. Or, press * or CANCEL at any time to cancel the operation (the name and number in memory remains unchanged and the display shows FEATURE CANCELED); then start over. (1) While on hook, enter the Program System Speed-Dial feature code (9801). Display keysets show PROGRAM SYS SPD # (000-999). (2) Enter the speed-dial location code (000-999). The display shows ENTER NAME: (current name). If you do not continue to the next step, the display times out after the Long Interdigit timer expires and you must start over. (3) To change or program the name: Enter the desired name for the speed-dial number using your keypad as described on page 26) then press # or ACCEPT. Refer to the chart on the previous page. If you make a mistake, use the MUTE key to back up and erase existing characters or the CLEAR key to erase the whole entry. To erase the current name and leave it blank: Press CLEAR or press MUTE repeatedly until the name is erased. Then press # or ACCEPT. To leave the name the same: Press # or ACCEPT. (4) When the display shows ENTER NUMBER, enter the number (up to 32 digits) to be stored using the keypad, one of the speed-dial keys, or the REDIAL key. If necessary, use the MUTE key to back up and erase existing numbers. (Display keysets show the number as it is entered.) To include *, #, pause, or hookflash in the number, press the Special key ∞ once for an asterisk (*), twice for a pound (#), three time for a hookflash (F), or four times for a pause (P). Executive Digital Keyset users can press the *, #, FLASH, or PAUSE menu keys to enter special characters. You cannot exceed 32 digits. (5) Press # or ACCEPT to save the number. You hear a single progress tone when the number is accepted. Your display shows SYS SPD BIN #XXX UPDATED. TO ERASE SYSTEM SPEED-DIAL NAMES OR NUMBERS: (1) While on hook, enter the Program System Speed-Dial feature code (9801). Display keysets show PROGRAM SYS SPD # (000-999). (2) Enter the speed-dial location code (000-999). The display shows ENTER NAME: (current name). (3) You may erase the name and/or number: To erase the name: Press the MUTE key repeatedly until the name is erased or press CLEAR. To erase the number: Press # or ACCEPT to display the ENTER NUMBER prompt, then press the MUTE key repeatedly until the number is erased or press CLEAR. (4) Press # or ACCEPT to exit. You hear a single progress tone when accepted. Your display shows SYS SPD BIN #XXX UPDATED. Programming System Speed Dial Numbers Page 27 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 SYSTEM AND NETWORK ALARM REPORTING To allow one administrator to monitor multiple nodes, the system provides both system alarms and network-wide alarms. System Alarms The system’s Alarm Reporting feature detects equipment failures. If there is a system failure that affects service, a major alarm is displayed at all affected keysets. If all keysets in the system are inoperative, any alarm messages are sent to the system’s primary serial port (on the CPU). When a minor equipment failure occurs, a minor alarm is generated and appears on the primary attendant’s display and, if enabled, at Administrators’ stations. If enabled in the Message Print programming, the also appear in the error/message report. Alarms 1-99 indicate problems that can be corrected without calling service personnel. Alarms 100-199 (AXXESS) and 200-299 (AXXESSORY Talk) require attention from service personnel. Note that when an AXXESSORY Talk alarm is in effect, the AXXESS System may be functioning properly, but the AXXESSORY Talk may be inoperative. Network Alarms Each node has two flags which determine whether the node broadcasts or receives networkwide alarms. • The Send Network Alarms flag determines whether a node will broadcast alarms that occur on that node to the rest of the network. • The Receive Network Alarms flag determines whether the node will receive and display alarms sent by other nodes in the network. To differentiate between network-wide and local alarms, network-wide alarms appear on administrator keysets preceded by “NET ALARM” and local system alarms are preceded with “SYS ALARM.” On remote nodes, network-wide alarms will indicate the name of the node on which the alarm occurred. The node name is obtained from the username. An administrator can clear a network-wide alarm on the local node only or on every node in the network. • Clear Network Alarm (9851): This feature code clears network-wide alarms on every node in the network, but will not affect system alarms. The Clear Network Alarm feature code may be entered on any node in the network, but the Send Network Alarms flag must be set for the administrator to clear alarms on other nodes in the network. • Clear System Alarm (9850): This feature code clears all local and network-wide system alarm displays on your node. Network-wide alarms will override system alarms on an administrator's keyset display. TO RESPOND TO A MINOR ALARM FROM ANY ALARM DISPLAY STATION: Page 28 (1) When a minor alarm indication appears, write down the alarm information. (2) While on hook, clear the alarm by entering the Clear System Alarm feature code (9850) or the Clear Network Alarm feature code (9851). The display shows SYSTEM (or NETWORK ALARM CLEARED. System And Network Alarm Reporting Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (3) Take action on the alarm as follows: a. #10 XXXXX OFF-HOOK: A station remained off hook and inactive until the Inactivity Alarm timer expired. The display and the SMDR indicate which station is off hook. The station’s key on DSS/BLF Units and on other stations’ speed-dial keys flutters continuously. Locate the station and replace the handset in the cradle. The station’s display shows STATION OFF HOOK. NOTE Calls being transmitted over the secondary voice path are not affected or interrupted by an off-hook alarm condition. b. #11 XXXXX EMERGENCY: A user has dialed the Emergency Call feature code (911) and the system has selected a trunk and dialed the programmed emergency number. c. #12-13 & 20 CHECK PRINTER: The printer is not functioning properly. Check that the cable and the power cord are connected and that it has paper and ribbon. d. #14 SET DATE/TIME: The system real-time clock has not been initialized or has been corrupted. Set the system time and date as described in paragraph 41.12. e. #21 V-MAIL 80% FULL/#22 V-MAIL 100% FULL: The Voice Mail disk space is either 80% or completely full. If it reaches 100%, Voice Mail cannot accept any messages until disk space is made available. f. #23 SMDR 80% FULL/#24 SMDR 100% FULL: The SMDR disk space is either 80% or completely full. If it reaches 100% before the SMDR information is cleared, no further SMDR recording will be possible. g. #100-199 & 200-299 CALL TECHNICIAN: These alarms indicate that an equipment failure has occurred that requires the attention of service personnel. When calling for service be prepared to provide them with the alarm information as well as what was taking place when the alarm occurred, if anything. A major alarm message, MAJOR ALARM, appears on all display keysets in the event of a system-wide failure. If the major alarm appears on a group of keysets, the associated Keyset Card may have failed. The warning might also appear on a single keyset if the keyset or its cabling may be defective. Because they indicate that all or part of the system is inoperative, major alarms require immediate attention from service personnel. System And Network Alarm Reporting Page 29 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FREEZING/UNFREEZING THE SYSTEM HISTORY When certain system failures occur, service personnel might request a “system history freeze.” This allows them access to the system database so that they can analyze system activity for the time period preceding the alarm. TO FREEZE OR UNFREEZE SYSTEM HISTORY: NOTE Do not perform this procedure unless directed to do so by service personnel. (1) While on hook, enter the Diagnostics Mode feature code (9900) to turn on diagnostics mode. The display shows DIAGNOSTICS ON. (2) Enter the Freeze System History feature code (9993) or Unfreeze System History feature code (9998). The display shows HISTORY FROZEN (or UNFROZEN). If you attempt change the state of the system history to its current status, the display shows HISTORY ALREADY FROZEN (or UNFROZEN). (3) Enter the Diagnostics Mode feature code (9900) to turn off diagnostics mode. The display shows DIAGNOSTICS OFF. FREEZING/UNFREEZING THE NETWORK HISTORY Administrators can freeze or unfreeze the fault history for any node in the network. Service personnel can then pull the information from each node for troubleshooting purposes. Nodes are assigned to freeze zones by the database programmer to allow selective freezes. The Administrator must know which zone to freeze/unfreeze and then enter the freeze feature code followed by the zone number. A node can be in more than one freeze zone. If the Administrator freezes a zone that contains a node that is already frozen, the display will show “SOME NODES ALREADY FROZEN” and the node will remain frozen. If the Administrator unfreezes a zone with unfrozen nodes in it, the display shows “SOME NODES ALREADY UNFROZEN.” To determine the individual freeze status of the nodes, check the message print output. NOTE Do not perform this procedure unless directed to do so by service personnel. TO FREEZE OR UNFREEZE NETWORK HISTORY: Page 30 (1) While on hook, enter the Diagnostics Mode feature code (9900) to turn on diagnostics mode. The display shows DIAGNOSTICS ON. (2) Enter the Network Freeze Zone System Histories feature code (9939) or Network Unfreeze Zone System Histories feature code (9989). Display shows SELECT FRZ ZONE (0-9) #. (3) Enter the number of the zone you wish to freeze or unfreeze. The display shows FREEZE ZONE XX IS FROZEN (or UNFROZEN). If you attempt change the state of the system history to its current status, the display shows FREEZE ZONE XX ALREADY FROZEN (or UNFROZEN). (4) Enter the Diagnostics Mode feature code (9900) to turn off diagnostics mode. The display shows DIAGNOSTICS OFF. Freezing/Unfreezing The System History Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 SEIZING A DEVICE For troubleshooting purposes, the Seize Device feature code allows an Administrator to enable diagnostics mode and then seize a specific trunk or extension by entering the board, circuit, and device number. The Seize Device is affected by trunk restriction. The Administrator’s station must have outgoing access permission for the trunk to seize it. Toll restriction is applied to any calls placed after the seizure of the trunk. TO SEIZE A DEVICE: (1) While on hook, enter the Diagnostics Mode feature code (9900) to turn on diagnostics mode. The display shows DIAGNOSTICS ON. (2) Press the Special key ∞ and enter the Seize Device feature code (9973). The display shows ENTER BOARD. (3) Enter the board number on which the device to be seized is located (if you enter a single digit, press # after the digit to continue). (If you enter an invalid board number, the display shows INVALID BOARD NUMBER.) Do not enter the CPU board number (0). The display shows ENTER PORT. (4) Enter the port (circuit) number of the device to be seized (if you enter a single digit, press # after the digit to continue). Valid numbers depend on the type of board. (If you enter an invalid board number, the display shows INVALID BOARD NUMBER.) If there is only one device on the selected port, the selected device is seized as if the user had directly entered the extension or trunk number. If there is more than one device on the selected port, the display shows ENTER DEVICE. Enter the number of the device to be seized. Valid numbers depend on the type of devices installed. (If you enter an invalid board number, the display shows INVALID BOARD NUMBER.) When the device has been selected, it is seized as if the user had directly entered the extension or trunk access number. (5) Enter the Diagnostics Mode feature code (9900) to turn off diagnostics mode. The display shows DIAGNOSTICS OFF. For example, if the Administrator wanted to seize the T1 trunk on the tenth circuit of the T1C in card slot 3 (circuit 3.10.0), the entries would be as follows: ENTER BOARD: 3 ENTER PORT: 10 (Device number not required.) However, to select the first single-line device connected to the second circuit of the KSC in card slot 5 (circuit 5.2.1), the entries would be as follows: ENTER BOARD: 5 ENTER PORT: 2 ENTER DEVICE: 1 Seizing A Device Page 31 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AXXESSORY TALK VOICE MAIL SYSTEM ADMINISTRATOR FEATURES The Voice Mail System Administrator can use special features that are not provided to other mailbox owners. The System Administrator mailbox has all standard mailbox features plus the ability to do the following: • Record a broadcast message • Perform mailbox and group list maintenance • Import fax documents • Create and select custom audiotex recordings (voice mail company greetings, auto attendant recordings, call routing announcements, and hunt group overflow and announcement station recordings) • Customize voice mail prompts To enter the System Administrator’s mailbox, the System Administrator dials the Voice Mail access number, presses * to access the main menu, enters the System Administrator’s mailbox number, then presses 9 to reach the System Administrator Menu. (There is not a prompt for entering the 9 .) BROADCAST MESSAGES The System Administrator has the ability to make a single recorded message and send it to all Standard and Receive-Only mailboxes. (Extension IDs do not receive Broadcast Messages.) TO RECORD A BROADCAST MESSAGE: (1) Dial the Voice Mail application access number. You hear the main menu. (2) During or after the greeting, press (3) Enter the System Administrator mailbox number and password. (4) Press (5) When you hear the System Administrator Menu list of options, press broadcast message. (6) Record your message. 9 * to identify yourself as a mailbox owner. to access the System Administrator’s Menu. To pause while recording: Press 2 . To continue, press any key except To erase and re-record your message: Press 3 1 0 to send a . . If you exceed the maximum allotted time for message length, a prompt will notify you and allow you to re-record the message or send it. If Voice Mail is full, a message will notify you that it cannot accept your message. Hang up and try again later. (7) When you have completed your message, you have the following options: If you are satisfied with your message, hang up. OR press If you wish to hear your message, press 1 If you wish to add to your message, press step 6. for more options. . 2 To erase and re-record your message, press Page 32 # and continue your message as described in 3 . AXXESSORY Talk Voice Mail System Administrator Features Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 MAILBOX/GROUP LIST MAINTENANCE Using the System Administrator’s mailbox, the administrator may provide basic voice mail mailbox and group list system maintenance. This maintenance includes the following: • Record the name of a standard mailbox, extension ID, or a group list • Record the mailbox greeting and set personal options for a mailbox • Set the password for a mailbox or extension ID NOTE To provide system security, all mailboxes and extension IDs should have a password. To make the passwords difficult to guess, they should not match the mailbox number or consist of one digit repeated several times. This is especially important in the System Administrator’s mailbox which, allows programming access to the other mailboxes. The System Administrator does not need to know the mailbox’s password to perform maintenance. TO PERFORM MAILBOX/GROUP LIST MAINTENANCE: (1) Dial the Voice Mail application access number. You hear the main menu. (2) During or after the greeting, press (3) Enter the System Administrator mailbox number and password. (4) Press (5) When you hear the System Administrator Menu list of options, press Mailbox/Group List Maintenance option. (6) Dial the mailbox, extension ID, or group list number to be accessed. 9 * to identify yourself as a mailbox owner. to access the System Administrator’s Menu. 2 to access the If programming a mailbox or extension ID, you hear the Personal Options menu. Follow the instructions on page 232 to program the personal options (name, password, message envelope, or greeting) for the selected mailbox. If programming a group list, the current name is played. You are prompted to enter a name. After the tone, record the name for the selected list. When you are finished, press # . Then press # again to accept the name. (Or, press 1 to replay the name you just recorded, 3 to erase and re-record it.) Mailbox/Group List Maintenance Page 33 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 IMPORTING FAX DOCUMENTS If you have a fax card in your AXXESSORY Talk unit, you can use the voice mail System Administrator’s mailbox to import fax documents. Imported documents can then be requested by callers who use the Call Routing Announcement application that is programmed to provide the Fax On Demand service. TO IMPORT A FAX DOCUMENT: (1) Using a fax machine, dial the Voice Mail application access number. You hear the main menu. (2) During or after the greeting, press (3) Enter the System Administrator mailbox number and password. (4) Press (5) When you hear the System Administrator Menu list of options, press 4 to select the Import Fax option. (Note that, if the Fax On Demand feature is not enabled, the system will not accept this digit). The system may inform you of one the following, if not, continue to the next step. 9 * to identify yourself as a mailbox owner. to access the System Administrator’s Menu. All system fax ports are busy: Hang up and try again later. The system already contains the maximum number of fax documents allowed: Until one or more fax documents are deleted from the system, there is no room for additional documents. The system does not have enough disk space to import any more documents: Until one or more fax documents are deleted from the system, there is no room for additional documents. The system currently is at or above the Maximum Fax Library Size: Until one or more fax documents are deleted from the system, there is no room for additional documents. (6) When prompted, enter the fax document number. (Or, to exit to the System Administrator’s Menu, press * .) One of the following occurs when you enter the number: If the document number does not already exist, the system asks you to verify the number. Press # if the number is correct and go to the next step. Or press 3 if you wish to re-renter the number. If the document number already exists, the system asks if you wish to replace it. Press # if you wish to replace the document and go to the next step. Or press 3 if you wish to re-renter the number. If the document is currently being sent, updated, or deleted, that document number cannot be used right now. You are prompted to enter a new number. Repeat step 6. If you did not enter a valid number, you are prompted to enter a new number. Repeat step 6. (7) When prompted, press the START button on your fax machine. One of the following may occur: If the system cannot communicate with your fax machine, check that it is working properly and press # to try again. If the system runs out of disk space while importing the document or if the document will cause the system to exceed the Maximum Fax Library Size, you cannot import this document until one or more fax documents have been deleted from the system to create disk space. Press # to return to step 6. (8) Page 34 When the fax transmission is complete, the system tells you that the document was received. Press # to continue importing documents, or press * to exit. Importing Fax Documents Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CUSTOM AUDIOTEX RECORDINGS The voice mail System Administrator can create and select up to 500 custom audiotex recordings (voice mail company greetings, auto attendant greetings, call routing announcements, and hunt group announcement/overflow recordings). Each recording has an assigned number. Numbers are then assigned to specific applications using the System Administrator’s mailbox or through database programming. Any recording number (001-500) can be assigned to any AXXESSORY Talk application. In the default state, Recording 001 is automatically defaulted to play the system-provided Voice Mail main greeting and Recording 002 is the Automated Attendant main greeting. The default recordings can be changed, but will be returned to system-provided values if the AXXESSORY Talk system is defaulted. A single recording may be used for multiple applications. After making the required recordings, the System Administrator must determine which ones play during the telephone system’s day and night modes of operation. This can be done from either the System Administrator’s mailbox or through database programming. The System Administrator must enter a valid two digit recording number (or a single digit followed by # for recordings 1-9) before a custom audiotex recording can be made. If a valid number has been entered and a previous recording exists, AXXESSORY Talk will play it. (This includes the two standard default greetings.) When no recording is associated with recording number, the System Administrator will be prompted to create a recording. Once the recording is installed it replaces any previous recording. The only recordings that can be retrieved are system default recordings 001 and 002. They can be retrieved by defaulting the AXXESSORY Talk database. The maximum recording time for each custom audiotex recording is determined in database programming when the maximum greeting lengths are established for all mailbox owners. In database programming, several greetings can be linked together for one application and/or use the special UCD/ACD hunt group characters that tell the caller how many calls are ahead and how long the wait will be. If you use the System Administrator’s mailbox to record or assign a recording to an application with a list of several recordings, your input will change only the first entry in the list. You cannot change the other entries using the System Administrator’s mailbox. TO RECORD CUSTOM AUDIOTEX RECORDINGS: (1) Dial the Voice Mail application access number. You hear the main menu. (2) During or after the greeting, press (3) Enter the System Administrator mailbox number and password. (4) Press (5) When you hear the System Administrator Menu, press ings option. (6) The next prompt asks if you wish to make a custom recording or select a custom recording. Press 1 (make a recording). (7) When prompted, enter the desired recording number (001-500). If a recording exists, it is played. If not, go to the next step. 9 * to identify yourself as a mailbox owner. to access the System Administrator’s Menu. To hear the recording again, press 1 to select the Custom Record- . If you wish to leave the recording unchanged, press If you wish to re-record the recording, press Custom Audiotex Recordings 3 3 # . and continue to the next step. Page 35 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (8) When prompted, record the greeting or message. To pause while recording, press 2 . To continue, press any key. If you exceed the maximum allotted time for recording length, a prompt will notify you and allow you to re-record or save it. If the AXXESSORY Talk PC disk is full, a prompt will notify you that it cannot accept your recording. Hang up and try again later. (9) When you have completed your recording, you have the following options: If you are satisfied with your recording, hang up. OR press If you wish to hear your recording, press 1 . If you wish to add to your recording, press in step 3. 2 To erase and re-record your recording, press # for more options. and continue your recording as described 3 . TO ASSIGN CUSTOM AUDIOTEX RECORDINGS TO SPECIFIC APPLICATION EXTENSION NUMBERS: (1) Dial the Voice Mail access number. You hear the main menu. (2) During or after the greeting, press (3) Enter the System Administrator mailbox number and password. (4) Press (5) When you hear the System Administrator Menu list of options, press Custom Recordings options. (6) The next prompt asks if you wish to make a custom recording or select a custom recording. Press 2 (select a recording). (7) When prompted, enter the extension number of the application to be programmed. (For example, if users dial 299 to reach Voice Mail, enter 299 to program the Voice Mail greeting.) Or, press * to exit to the System Administrator menu. (8) When prompted, select whether the recording will be played during day mode (by pressing 1 ) or during night mode (by pressing 2 ). (9) When prompted, enter the desired recording number (001-500). If a recording exists, it is played. (If not, you hear a warning that the recording has not yet been made.) 9 to identify yourself as a mailbox owner. to access the System Administrator’s Menu. (10) If it is the correct recording, press Page 36 * # 3 to select the . Return to step 7. Custom Audiotex Recordings Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Customized AXXESSORY Talk Prompts All of the pre-recorded prompts in AXXESSORY Talk can be customized, using the voice mail System Administrator’s mailbox. If the Multilingual feature is enabled, and the Japanese prompts have been loaded, the System Administrator can change either the English prompts or the Japanese prompts. When the System Administrator’s keyset is in English mode, the English prompts will be changed when the following procedure is performed. If the System Administrator’s keyset is in Japanese mode, the Japanese prompts will be changed. A list of all pre-recorded prompt numbers (001-595) and their text is provided in Figure 4, beginning on page 38. The Japanese prompts have the equivalent text in the same prompt numbers. If you change any of the prompts, you should create a chart like the one on the Figure that shows the new text. NOTE If you change the text of the prompts, be sure you keep the content similar to the default text. Otherwise, the prompts will not make sense to the listeners when played by AXXESSORY Talk. TO RECORD CUSTOM SYSTEM PROMPTS (OR RESTORE SYSTEM PROMPTS): (1) Dial the Voice Mail application access number. You hear the main menu. (2) During or after the greeting, press (3) Enter the System Administrator mailbox number and password. (4) Press (5) When you hear the System Administrator Menu, press Replacement option. (6) Enter the desired prompt number (001-545) followed by # or the ACCEPT menu key. If the number is valid, the current system and/or custom prompt is played. (If the number is not valid, you hear an error message and must choose another prompt number.) (7) Do one of the following: 9 * to identify yourself as a mailbox owner. to access the System Administrator’s Menu. To hear the prompt again, press 1 6 to select the System Prompt . If you wish to replace the current system or custom prompt with a new custom prompt, press 3 and continue to the next step. To delete a custom prompt and reinstate the system prompt, press 9 . If you wish to leave the prompt unchanged and return to the previous menu, press (8) Record the new prompt. (To pause while recording the prompt, press press any key.) 2 * . . To continue, If the AXXESSORY Talk PC disk is full, a prompt will notify you that it cannot accept your prompt. Hang up and try again later. (9) When you have completed recording your prompt, you have the following options: If you are satisfied with your prompt, hang up. If you wish to hear your prompt, press 1 If you wish to add to your prompt, press . 2 To erase and re-record your prompt, press Custom Audiotex Recordings and continue as described in step 3. 3 . Page 37 Administrator Procedures INTER-TEL AXXESS MANUAL – Issue 5.1, March 2000 FIGURE 4. Default AXXESSORY Talk Voice Prompts Page 38 001 To leave a message, please enter a mailbox number. 030 Enter the destination mailbox or group list number. 002 For the directory, press pound. 031 Logon canceled. 003 To reach an operator, press 0. 032 004 I’m sorry... Enter your password. Then press POUND. 005 ...is not available. 033 There have been 3 invalid attempts to log onto your mailbox. 006 The number entered is not valid. 034 Invalid password. 007 Using the keys on your telephone, please spell the last name of the person, then press POUND. For the letter Q, press 7. For the letter Z, press 9. 035 Thank you for calling. Good-bye. 036 To access voice mail features, you must change your system-assigned password. 037 You have not finished setting up your mail box. 038 Subscriber access denied. 039 Because this is the first time you are entering your mailbox, you must record your name for the company directory. 040 Since you are entering your mailbox for the first time, you should be aware of a few standard features. To cancel an option you have accessed and return to the previous menu, press STAR. To accept your recording or dialing sequence, or to advance to your next message, press POUND. For help, you may press 0 at any time you are at a menu and voice mail will replay the current menu and or give you additional information. Certain voice mail features such as remote messaging are available from your mailbox only if authorized by your System Administrator. Your mailbox is now fully set up. 008 To exit the directory, press STAR. 009 Mailbox number... 010 If this is correct, press POUND. 011 For the previous name in the directory, press 1. 012 To hear additional information, press 2. 013 To hear the next directory name, press 3. 014 To spell a new name, press 4. 015 Extension number... 017 ...is not a valid choice. 018 Please try again. 019 After the tone, please record your message. When finished, you may hang up to deliver the message or press POUND for more options. 020 Message delivered. 021 To replay, press 1. 022 To erase and re-record, press 3. 023 To append this recording, press 2. 024 To accept, press POUND. 041 025 Please record after the tone. To end, press POUND. Your password may be up to 12 digits. 042 026 Recording erased. 027 Recording stopped. Enter your new password, then press POUND. If you don’t want a password, press POUND now. 028 Please begin speaking after the tone. 043 You new password is... 029 Message play stopped. To continue, press POUND. 044 The number entered is too long. Default AXXESSORY Talk Voice Prompts Administrator Procedures INTER-TEL AXXESS MANUAL – Issue 5.1, March 2000 FIGURE 4. Default AXXESSORY Talk Voice Prompts (Cont.) 045 To accept this entry, press POUND. 046 To erase and re-enter, press 3. 047 Password erased. 048 Password saved. 049 Your mailbox is full and cannot receive any new messages. Please delete old messages. 075 To mark this message priority, press 3. 076 Message marked private. 077 Message marked certified. 078 Message marked priority. 079 To send this message to additional mail boxes, press POUND. 050 Not used; Available for custom prompts 080 To backup within your message or recording, press 1. 051 Not used; Available for custom prompts 081 To pause at any time, press 2. 082 To advance press 3. 052 Your mailbox is almost full. Please delete any messages you no longer need so new messages may arrive. 083 To lower the voice mail volume, press 4. 084 To increase volume, press 6. 053 You have... 085 To save this message, press 7. 054 You have one new message. 086 To delete this message, press 9. 055 ...new messages. 087 056 ...of which is priority. To skip to the end of your message or re cording, press POUND. 057 You have no new messages. 088 058 You have one saved message. To return to the main menu, press STAR. 059 ...saved messages. 089 To reply to this message, press 2. 060 Remote messaging is currently enabled. 090 To forward a copy of this message to another destination, press 3. 061 To listen to new messages, press 1. 091 062 To record a message, press 2. To skip back to the previous message, press 4. 063 To listen to saved messages, press 3. 092 To replay the message envelope, press 5. 064 For personal options, press 4. 093 065 To setup remote messaging, press 5. To listen to your next message, press 6. 066 For your primary setup, press 1. 094 There are no previous messages. 067 For your alternate setup, press 2. 095 Message saved. 068 If this is the correct destination, press POUND. 096 Message deleted. 097 There are no further messages. 069 To send this message now, press POUND. 098 Message received... 070 For special delivery options, press 9. 099 ...at... 071 To return to the previous menu, press STAR. 100 ...from... 101 ...totaling... 072 Message canceled. 102 ...minutes... 073 To mark this message private, press 1. 103 ...minute... 104 ...seconds... To mark this message for certified delivery, press 2. 105 ...second... 074 Default AXXESSORY Talk Voice Prompts Page 39 Administrator Procedures INTER-TEL AXXESS MANUAL – Issue 5.1, March 2000 FIGURE 4. Default AXXESSORY Talk Voice Prompts (Cont.) Page 40 106 Message received from an outside caller. 135 PM 136 ...Extension ID number... 107 To record an introduction with a copy of this message, press 1. 137 ...Every day. 138 ...Monday through Friday. 108 To change your personal greeting, press 1. 139 Sunday 109 To change your name in the directory, press 2. 140 Monday 141 Tuesday 110 To change your password, press 3. 142 Wednesday 111 To change your message envelope, press 4. 143 Thursday 144 Friday 112 To replay the message, press 1. 145 Saturday 113 To use your primary greeting, press 1. 146 To turn this number on or off, press 1. 114 To select your alternate greeting, press 2. 147 To change the phone number, press 2. 115 To select the system greeting, press 3. 148 To change times of day, press 2. 149 116 After the tone, please record your greeting, then press POUND. To change days of the week, press 3. 150 For pager notification, press 1. 117 Greeting saved. 151 118 After the tone, please record your name, then press POUND. For personal phone notification, press 2. 152 119 Name saved. For notification of all new messages, press 1. 120 Your message envelope is currently set to return... 153 For priority-only, press 2. 154 121 ...all information. 122 ...time and date... Please enter the destination telephone number and wait for further instructions. 123 ...message source... 155 The new number is... 124 ...and... 156 Please enter the start time. 125 ...message length... 157 Please enter the stop time. 126 To turn on all envelope options, press 4. 158 I’m sorry. You must program a telephone number first. 127 For message source, press 2. 159 Invalid time. 128 For message length, press 3. 160 For AM, press 1. 129 This option is now off. 161 130 This option is now on. Please select the days of the week on which you wish to be notified. 131 For time and date, press 1. 162 Not used; Available for custom prompts 132 Your message envelope will play all options. 163 Please enter your mailbox number. 133 ...is turned on to call you at... 164 Today 134 AM 165 Yesterday Default AXXESSORY Talk Voice Prompts Administrator Procedures INTER-TEL AXXESS MANUAL – Issue 5.1, March 2000 FIGURE 4. Default AXXESSORY Talk Voice Prompts (Cont.) 166 January 205 Twenty-eighth 167 February 206 Twenty-ninth 168 March 207 Thirtieth 169 April 208 Thirty-first 170 May 209 ...the voice mail system. 171 June 210 172 July The system is set to notify you between... 173 August 211 ...is turned off. 174 September 212 ...is turned on to call your pager at... 175 October 213 ...with all new messages. 176 November 214 ...with all priority messages. 177 December 215 ...starting at... 178 First 216 ...ending at... 179 Second 217 For mailbox and group list maintenance, press 2. 180 Third 218 181 Fourth To send a message to all subscribers, press 1. 182 Fifth 219 183 Sixth To make a custom recording, press 1. 184 Seventh 220 185 Eighth To select a custom recording, press 2. 186 Ninth 221 Not used; Available for custom prompts 187 Tenth 222 Please enter the recording number. 188 Eleventh 223 189 Twelfth After the tone, please record. Then press POUND. 190 Thirteenth 224 Recording saved. 191 Fourteenth 225 192 Fifteenth To continue recording, press POUND. 193 Sixteenth 226 194 Seventeenth Not used; Available for custom prompts 195 Eighteenth 227 No saved messages. 196 Nineteenth 228 To change and spell the first name, press 5. 197 Twentieth 229 198 Twenty-first To change and spell the last name, press 5. 199 Twenty-second 230 200 Twenty-third 201 Twenty-fourth 202 Twenty-fifth Using the keys on your telephone, please spell the first name of the person. Then press POUND. For the letter Q, press 7. For the letter Z, press 9. 203 Twenty-sixth 231 No message left. 204 Twenty-seventh 232 ...last... Default AXXESSORY Talk Voice Prompts Page 41 Administrator Procedures INTER-TEL AXXESS MANUAL – Issue 5.1, March 2000 FIGURE 4. Default AXXESSORY Talk Voice Prompts (Cont.) 233 ...an outside caller at... 270 ...Fourteen 234 Message was sent from... 271 ...Fifteen 235 This matches the mailbox of... 272 ...Sixteen 236 ...an unknown caller. 273 ...Seventeen 237 To turn off the envelope, press 5. 274 ...Eighteen 238 To accept the changes, press POUND. 275 ...Nineteen 276 ...Twenty 239 The envelope is turned off. 277 ...Thirty 240 Please enter the application extension number. 278 ...Forty 279 ...Fifty 241 To select a day recording, press 1. 280 ...Sixty 242 To select a night recording, press 2. 281 ...Seventy 243 If this is the correct recording, press POUND. 282 ...Eighty 244 Warning, no recording has been made. 283 ...Ninety 284 ...Hundred 285 This mailbox is currently full and cannot receive new messages. 286 Oh 287 ...of which are priority. This is a return receipt verifying the message sent has been heard. 288 Priority message received... 289 Otherwise, press STAR. 254 I’m sorry. Private messages cannot be for warded. 290 When you are finished entering mailbox numbers, press POUND. 255 This is the message center calling for... 291 Otherwise, press POUND. 292 For PM, press 2. 256 If you are the correct person, press POUND. 293 For Sunday, press 1. 257 ...One 294 For Monday, press 2. 258 ...Two 295 For Tuesday, press 3. 259 ...Three 296 For Wednesday, press 4. 260 ...Four 297 For Thursday, press 5. 261 ...Five 298 For Friday, press 6. 262 ...Six 299 For Saturday, press 7. 263 ...Seven 300 For Monday through Friday service, press 1. 264 ...Eight 301 For all the days of the week, press 2. 265 ...Nine 302 Thousand 266 ...Ten 303 The hard disk is... 267 ...Eleven 304 ...percent full. 268 ...Twelve 305 269 ...Thirteen I’m sorry. Voice mail is full and cannot re cord any messages. 245 Invalid application entered. 246 ...is not a valid recording number. 247- Not used; Available for custom 252 prompts 253 Page 42 Default AXXESSORY Talk Voice Prompts Administrator Procedures INTER-TEL AXXESS MANUAL – Issue 5.1, March 2000 FIGURE 4. Default AXXESSORY Talk Voice Prompts (Cont.) 326 To select individual week days, press 3. 327 Service is set for Monday through Friday. 328 Service is set for each day of the week. 329 Recording canceled. 330 The system was busy and could not deliver message notification at the specified time. 331 The system was unable to deliver message notification due to a programming error. 332 Extension ID... 316- Not used; Available for custom 317 prompts 333 ...the operator. 334 ...the operator... 318 You have chosen not to have a password. 335 Remote Messaging will call... 336 To change a cascade level, press 1. 319 I’m sorry. This mailbox is currently in use and cannot be accessed. Please try again later. 337 To select a message notification category, press 4. 320 Not used; Available for custom prompts 338 Please enter the cascade level you wish to program. 321 If you are calling from a rotary-type telephone, please stay on the line and your call will be answered. 339 ...with a pager number of... 340 To change the pager dial string, press 3. 306 Zero 307 POUND 308 STAR 309 Group list number... 310 Please speak louder. 311 You have recorded for the maximum time permitted. 312 Not used; Available for custom prompts 313 Resuming playback. 314 You have one priority message. 315 Use 2 digits for the hour and 2 digits for the minutes. 322 You can not reply to a system sent message. 341 To call an internal extension, press 1. 323 Zero is not a valid entry. To spell a name, please press one number on the telephone key pad for each letter of the person’s name you are entering. For the letter A, press the number 2 key one time and for the letter F, press the number 3 key one time. When you are finished, press POUND. 342 To call an outside number, press 2. 343 Not used; Available for custom prompts 344 Please enter the digits for your digital pager and wait for further instructions. 345 The new pager number is... 346 Mailbox Number Zero is not a valid entry. To spell a name, please press the associated number on the telephone keypad with the desired letter of the person’s name you are entering. For the letter A, press the number 2 key once. for the letter B, press it twice and for the letter C, three times. When you are finished, press POUND. 347 New Message Count 348 Pause 349 You must program a telephone number first. 350 You have chosen not to have a pager number. 351 Cascade Level... 324 325 Please select the days of the week. Default AXXESSORY Talk Voice Prompts Page 43 Administrator Procedures INTER-TEL AXXESS MANUAL – Issue 5.1, March 2000 FIGURE 4. Default AXXESSORY Talk Voice Prompts (Cont.) Page 44 376 I am unable to communicate with your fax machine. Please make sure it is operating properly and try again. 377 Please enter the 10 digit area code and telephone number of your fax machine. 378 The number you enter may be up to twenty digits in length. You have selected the maximum number of documents allowed. 379 Your fax is scheduled to be delivered at... 358 To send your fax, press pound. 380 Please enter a document number. 359 You have selected one document. 381 360 You haven’t selected any documents yet. When you have finished importing documents, press star. 382 Document number... 383 ...is currently in use. 384 ...already exists. 385 To replace this document, press POUND. 352 You did not enter a valid document number. 353 This document is currently unavailable. 354 ... is not a valid document number. 355 You have already selected that document. 356 To cancel, press STAR. 357 361 You may select one more document during this call. 362 You may select up to... 363 ... more documents during this call. 364 Selections Canceled. 386 Document received. 365 The number that will appear on your fax cover sheet is... 387 Press POUND to continue. 388 To import a fax document, press 4. 366 You have chosen not to have your extension appear on your cover sheet. 389 367 If you would like to have your fax automatically delivered to you later, press pound. If this is an international call, enter 011 followed by your country code and your fax number. Then, press POUND. 390 I’m sorry. I’m not allowed to dial that number. 391 To receive your documents, please hang up and call from your fax machine. 392 The system does not have enough disk space to import your document. 393 The system is unable to import your document because it will exceed the Maximum Fax Library Size. 394 For recording options, press 3. 395 There are... 396 ... calls ahead of you. 397 Your call should be answered within... 398 You have selected... 399 ...documents. 368 To re-enter the number, press 3. 369 If you wish to have your extension appear on your cover sheet, enter the extension followed by the POUND key. 370 If you are calling from your fax machine, press 1. 371 Press the start button on your fax machine now. 372 All of our fax lines are currently busy. 373 Please try again later. 374 Your fax will be delivered to... 375 Your fax will be delivered shortly. Default AXXESSORY Talk Voice Prompts Administrator Procedures INTER-TEL AXXESS MANUAL – Issue 5.1, March 2000 FIGURE 4. Default AXXESSORY Talk Voice Prompts (Cont.) 400 Hello, you’ve reached our voice messaging system. 521 To replay the announcement, press 1. 401 Hello, you’ve reached our automated call handling system. 522 To send this call to voice mail, press 2. 402- Not used; Available for custom 499 prompts 523 To forward this call to another extension, press 3. 500 If you know your party’s extension number, enter it now. 524 To accept this call, press POUND. 525 To refuse this call, press STAR. 501 To leave a message, press 1. 526 You have a call from... 502 To try another extension, press 2. 503 Please hold while your call is being transferred to... 527- Not used in AXXESSORY Talk; 534 Available for custom prompts 535 Please enter the extension number. 504 Not used; Available for custom prompts 536- Not used in AXXESSORY Talk; 537 available for custom prompts 505 To return to the menu, press 2. 538 506 Your fax is scheduled to be delivered on... For system prompt replacement or reinstatement, press 6. 539 The system already contains the maximum number of fax documents allowed. Please enter the number of the system prompt. 540 The system does not have enough disk space to import any more documents. The system prompt has been replaced by the following custom prompt... 541 The original system prompt is... 542 To replace this system prompt with a custom prompt, press 3. 543 ...is not a valid system prompt number. 544 To delete the custom prompt and reinstate the system prompt, press 9. 545 To replace this custom prompt with a new custom prompt, press 3. 507 508 509 The system is currently at or above the Maximum Fax Library Size. 510 Levels 1 through 9 are currently disabled. 511 Your call will be answered in the order it was received. 512 There is one call ahead of you. 513 To change your transfer method, press 5. 546 You have no deleted messages. 547 You have one deleted message. 514 Your current transfer method is unannounced. 548 ...deleted messages. 515 Your current transfer method is screened. 549 To recover deleted messages, press 2. 516 Your current transfer method is announce only. 550 To recover this message, press 7. 551 Message recovered. To select unannounced transfers, press 1. 552 To purge this message, press 9. 553 Message purged. 518 For screened transfers, press 2. 554 519 For announce only, press 3. To listen to deleted messages, press 1. 520 Who should I say is calling? 555 To recover all messages, press 2. 556 To purge all messages, press 3. 517 Default AXXESSORY Talk Voice Prompts Page 45 Administrator Procedures INTER-TEL AXXESS MANUAL – Issue 5.1, March 2000 FIGURE 4. Default AXXESSORY Talk Voice Prompts (Cont.) Page 46 557 ...messages recovered. 574 ...unheard messages. 558 ...messages purged. 575 To append to the message, press 2. 559 ...message recovered. 576 560 ...message purged. To leave a voice mail message, press 1. 561 For message options, press 5. 577 To make a return call, press 2. 562 For more options, press 9. 578 Please hold while your call is being transferred to an outside number. 563 To change the fax destination number, press 1. 564 Please enter the extension number of your fax destination, followed by the [#] key. 565 Your fax destination is... 566 You have chosen not to have a fax destination. 567 Invalid extension. 568 Fax destination saved. 569 Fax destination erased. 570 To cancel unheard sent messages, press 1. 571 All sent messages have been heard. 572 Enter the destination mailbox. 573 This mailbox has one unheard message. 579- Not used; Available for custom 580 prompts 581 …has just listened to the original message. 582 This mailbox has... 583- Not used; Available for custom 591 prompts 592 I'm sorry. I'm not allowed to dial that number. 593 Message received from an outside number with no caller ID information. 594 I'm sorry. I do not have valid Caller ID information. 595 ...the network... Default AXXESSORY Talk Voice Prompts Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FIGURE 5. Administrator Database Programming Planning Sheets CUSTOM AUDIOTEX RECORDINGS: If you record special recordings for the AXXESSORY Talk applications (see page 375 for instructions), record the information here: RECORDING # Sample TEXT Thank you for calling XYZ Company. All of our representatives are busy right now. Please hold. Administrator Database Programming Planning Sheets WHERE USED (EXT #) Ext.2011 (Hunt Group Overflow Station) Page 47 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FIGURE 5. Administrator Database Programming Planning Sheets (Cont’d) STATION PROGRAMMING: For each station to be programmed, record the following information: Station Extension #: Administrator station? Yes or No Attendant station? Yes or No House Phone? Yes or No This station’s attendant: Username: Toll restriction classes of service: SYSTEM PROGRAMMING: Record the following system-wide information: Administrator Database Programming Password: ___________________________ Do-Not-Disturb Messages: DEFAULT MESSAGE NEW ENGLISH MESSAGE NEW JAPANESE MESSAGE MESSAGE 01 (DO-NOT-DISTURB) MESSAGE 02 (LEAVE A MESSAGE) MESSAGE 03 (IN MEETING UNTIL) MESSAGE 04 (IN MEETING) MESSAGE 05 (ON VACATION ’TIL) MESSAGE 06 (ON VACATION) MESSAGE 07 (CALL ME AT) MESSAGE 08 (AT THE DOCTOR) MESSAGE 09 (ON A TRIP) MESSAGE 10 (ON BREAK) MESSAGE 11 (OUT OF TOWN ’TIL) MESSAGE 12 (OUT OF OFFICE) MESSAGE 13 (OUT UNTIL) MESSAGE 14 (WITH A CLIENT) MESSAGE 15 (WITH A GUEST) MESSAGE 16 (UNAVAILABLE) MESSAGE 17 (IN CONFERENCE) MESSAGE 18 (AWAY FROM DESK) MESSAGE 19 (GONE HOME) MESSAGE 20 (OUT TO LUNCH) Page 48 Administrator Database Programming Planning Sheets Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FIGURE 5. Administrator Database Programming Planning Sheets (Cont’d) Reminder Messages: DEFAULT MESSAGE NEW ENGLISH MESSAGE NEW JAPANESE MESSAGE MESSAGE 01 (MEETING): MESSAGE 02 (STAFF MEETING): MESSAGE 03 (SALES MEETING): MESSAGE 04 (CANCEL MEETING): MESSAGE 05 (APPOINTMENT): MESSAGE 06 (PLACE CALL): MESSAGE 07 (CALL CLIENT): MESSAGE 08 (CALL CUSTOMER): MESSAGE 09 (CALL HOME): MESSAGE 10 (CALL CORPORATE): MESSAGE 11 (CALL ENGINEERING): MESSAGE 12 (CALL MARKETING): MESSAGE 13 (CALL ACCOUNTING): MESSAGE 14 (CANCEL DND): MESSAGE 15 (CANCEL CALL FWD): MESSAGE 16 (TAKE MEDICATION): MESSAGE 17 (MAKE RESERVATION): MESSAGE 18 (REVIEW SCHEDULE): MESSAGE 19 (LUNCH): MESSAGE 20 (REMINDER): Administrator Database Programming Planning Sheets Page 49 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FIGURE 5. Administrator Database Programming Planning Sheets (Cont’d) Changing Station Extension Numbers: OLD EXTENSION NUMBER Page 50 NEW EXTENSION NUMBER Administrator Database Programming Planning Sheets Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FIGURE 5. Administrator Database Programming Planning Sheets (Cont’d) TRUNK PROGRAMMING: Individual Trunks: Record the following information for each trunk to be programmed: Answer Supervision Type: Polarity Reversal or Valid Call Caller ID? Yes or No Hybrid Balance: Normal or Short Signaling: DTMF or Dial Pulse Trunk Group Number: Username: Trunk Groups: Record the following information for each trunk group to be programmed: Stations with Day Answer Access: Stations with Night Answer Access: Stations with Day Ring In: Stations with Night Ring In: Toll Restriction Classes of Service: Trunks in Trunk Groups: Administrator Database Programming Planning Sheets Page 51 Administrator Procedures INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Page 52 Administrator Database Programming Planning Sheets AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AXXESS System Hardware INTRODUCTION The Inter-Tel AXXESS hardware houses the system power supply unit and the circuit cards. Together, the circuit cards in the Key Service Unit (KSU) perform the switching activities for the system; detect incoming calls; process data-controlled features; control the interaction of station instruments, trunks, intercom calls, and Inter-Tel AXXESSORY Talk applications. The basic KSU has slots for up to seven circuit cards. For increased port capacity, two, three, or four basic KSUs may be connected together to form one expanded KSU. The actual number of phones and lines available depends on the number and type of cards and telephones installed. For example, there could be as many as 512 outside lines, 448 keysets, or 512 single-line sets, depending on the circuit card configuration. The circuitry and software in the basic KSU combine to produce an “integrated switching matrix” of 128 time slots (voice channels). A fully-expanded, quad-cabinet KSU has 512 time slots. With AXXESS software version 5.0 (and higher), you can connect two or more AXXESS systems to form a network that provides a seamless interface between the systems. To the user, the network appears as though it is one integrated system. With few exceptions, the user can perform all of the functions across the network that he can within a single AXXESS system. Standard system hardware features include: Introduction • A Central Processing Unit (CPU) Card for storing the system software programs, the customer's database, and call processing history files. • Light-emitting diode (LED) indicators for showing main processor operation, database error occurrences, minor system alarms, and database back-up battery connection. • External ports for connecting a personal computer (PC) or modem to program the system database and/or for connecting output devices for the Station Message Detail Recording (SMDR) and programming reports. Ports are also provided for the Inter-Tel AXXESSORY Talk interface. • Database back-up battery for preserving the system database in the event of a power failure. • Reset switch to manually reset the system during troubleshooting. • Easily accessible voltage test points for checking the system operating voltages. • Relays for connecting power failure transfer equipment. • Circuitry for connecting an external music source (radio, tape player, etc.). Page 53 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 STATION INSTRUMENTS To allow system flexibility and cost efficiency, a variety of station instruments can be used on the AXXESS System. They are: • Basic, Standard, and Executive Digital Keysets • 8-, 12-, and 24-Line AIM Analog Keysets • 8-, 12-, and 24-Line Inter-Tel/DVK Analog Keysets • 12-, and 24-Line GMX Analog Keysets • 8-, 12-, and 24-Line IMX Analog Keysets • Digital DSS/BLF Unit – single or tandem • Industry-standard single-line, dual-tone multi-frequency (DTMF) set System software will support any configuration of station instruments with the limitation that there must be a minimum of one Keyset. The actual configuration is defined by the type of cards and the number of circuits in use on the system. KEYSETS Digital and analog keyset design features are described in the following paragraphs. Executive Digital Keyset Speakerphones Each Executive Digital Keyset has a built-in, integrated speakerphone that allows on-hook dialing and handsfree operation on outside calls and inside (intercom) calls. The Executive speakerphone can be used in standard mode or in enhanced mode which allows for full-duplex operation over a limited volume range (the range depends on trunk characteristics). Enhanced speakerphones are explained on the next page. The Executive Digital Keyset's speaker can also provide background music (if an external music source is installed) and is used to receive pages. A programming option can be used to disable the keyset's speakerphone capabilities. Or, the user can disable the speakerphone for intercom calls using the Handsfree On/Off and/or Ring Intercom Always On/Off feature code. NOTE On certain handsfree-to-handsfree intercom calls, voice volume levels may cause feedback to occur. If this happens; one station user should pick up the handset. Two Executive Digital Keysets cannot be in enhanced mode while on a call together; one keyset must be off hook to allow the other keyset to enter enhanced speakerphone mode. If both keysets are on hook, there is no benefit to having one keyset in enhanced mode. Page 54 Station Instruments AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Standard And Basic Digital Keyset Speakerphones Standard and Basic Digital Keysets have a built-in speaker and microphone that allow the user to answer intercom calls handsfree, dial while on hook, monitor calls, and listen to background music. Standard and Basic Digital Keysets can be programmed in individual station programming to be allowed to use system resources for standard and enhanced speakerphones. Enhanced mode allows for full-duplex operation over a limited volume range (the range depends on trunk characteristics). Enhanced speakerphones are explained on the next page. Each time a Standard or Basic Digital Keyset user presses the SPKR key while on hook, the standard switched speakerphone function is activated and the speakerphone resource is assigned to that phone for the length of the call. If a Standard or Basic Digital Keyset user requests the speakerphone function when speakerphone resources are not available, the user will hear reorder tones and the display will show NO SPKRPHN AVAIL STAY OFF HOOK. If the user attempts to change to the speakerphone and hangs up during a call when speakerphones are unavailable, the user will be forced into a monitor-only mode. The user will be able to hear the other party but will not be allowed to transmit to them. In this mode, the user’s MUTE key will be lit and the display shows NO SPKRPHN AVAIL COME OFF HOOK. Pressing the lit MUTE key will result in a burst of reorder tone; you must lift the handset to speak. Enhanced Speakerphones For Digital Keysets To use an enhanced speakerphone on a Digital Keyset, the user establishes a call and presses the Special key ∞ and then the SPKR key (or presses ∞ and enters the Enhanced Speakerphone feature code – 310). There will be about one second of white noise at this point. (Both parties should avoid speaking during this white noise.) This white noise is used to calibrate the echo-cancelling circuitry. After the white noise there will be a confirmation tone (Executive Digital Keyset users will hear the tone, but the other party will not. On a Standard or Basic Digital Keyset, both the user and the other party will hear the tone.) Then the user will be connected in an enhanced handsfree call. If the speakerphone cannot be calibrated correctly, due to trunk conditions, the enhanced speakerphone will not be enabled and the display will show CANNOT ENABLE ENHANCED MODE. NOTE It is normal for an outside party to hear a minimal amount of his or her own echo when speaking to a Digital Keyset in enhanced speakerphone mode. This is usually acceptable to most callers on local calls and on most long-distance calls. However, on some T1 and long-distance calls involving significant delays (for example, cross-country T1 calls, overseas calls or calls via satellite), the amount of echo may be objectionable and the enhanced speakerphone mode should not be used on these types of long-distance calls. If an enhanced speakerphone call is placed on hold and then taken off hold on an Executive Digital Keyset, it remains an enhanced speakerphone call. If it is placed on hold at a Standard or Basic Digital Keyset, the call is returned to standard speakerphone mode. A station can only have one enhanced speakerphone call. For example, if an Executive Digital Keyset user makes an enhanced speakerphone call, puts it on hold, and establishes another enhanced speakerphone call, the first call will be turned back into a standard speakerphone call. A Digital Keyset station user can set up a conference and then, once it is established, press the Special ∞ key and SPKR (or presses Special and enters the Enhanced Speakerphone feature code – 310) to have an enhanced speakerphone call in the conference. Station Instruments Page 55 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Analog Keyset Speakerphones NOTE The volume adjustment range of non-AIM and non-DVK analog keysets may not be suitable in all user environments. In such cases, Inter-Tel recommends using AIM and/or DVK keysets, if possible. Every Analog Keyset station has a built-in, integrated speakerphone that allows the user to dial while on hook and allows handsfree operation on outside calls and inside (intercom) calls. In addition, the Analog Keyset speaker may provide background music (if an external music source is installed) and is used to receive pages. A programming option can be enabled that disables the speakerphone (as described on page 123) or the user can disable the speakerphone using a feature code. This prevents the station from using the speakerphone on outgoing intercom calls and all outside calls. If the option is enabled, the speakerphone can still be used for receiving handsfree intercom calls, but the user must lift the handset to speak when placing intercom calls and when placing or receiving outside calls. The MUTE key is lit when the speaker is activated for outside calls or outgoing intercom calls. Call monitoring and on-hook dialing are not affected. Analog Keysets cannot use the shared speakerphone resources or the Enhanced Speakerphone option that is provided for the Digital Keysets. NOTE On certain handsfree-to-handsfree intercom calls, voice volume levels may cause feedback to occur. If this happens, one user should pick up the handset. Page 56 Station Instruments AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Executive Digital Keyset Six-Line Liquid Crystal Display (LCD) All Executive Digital keysets have a six-line display. Each line has 16 characters. (A picture of the Executive Digital Keyset display is shown in the Figure below.) The top two lines are for standard call information and show the same displays as other display keysets. The remaining four lines are used for displaying feature-related menus that change with the function being performed by the keyset (intercom call, outside call, programming, etc.). These lines have menu selection keys on both sides (eight keys) that are used for menu features. When there are two prompts on a line, like PREVIOUS and NEXT, the key next to the word is the one that will select that feature. When there is only one prompt on a line, like DO NOT DISTURB, then pressing the key on either side of the prompt will select it. There is a system-wide flag, called “Alternate Keyset Menu Displays,” that determines the display that Executive Digital Keyset users will see during an outside call. In the default state, the display shows the following menu with Transfer-To-Hold on the first menu and Flash on the “More...” menu: If the Alternate Keyset Menu Displays flag is enabled, the Executive Digital Keyset users will see the following menu with Flash on the first menu and Transfer-ToHold on the “More...” menu: HOLD TRANSFER TRANSFER-TO-HOLD MUTE SYS HOLD CNF HOLD TRANSFER FLASH MUTE SYS HOLD CNF MORE... MORE... Enabling the Alternate Keyset Menu flag allows Centrex features to be accessed more easily, using the FLASH menu option. FIGURE 1. Executive Digital Keyset Display LCD WITH SIX 16-CHARACTER LINES Station Instruments 8 LCD MENU SELECTION KEYS Page 57 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Two-Line Keyset Liquid Crystal Display (LCD) The Analog Keysets and the Standard Digital Keyset have two-line displays with 16-characters per line. Older keyset types are available in standard or display model. The non-display keysets can be converted to display keysets by installing LCD Units (refer to REPLACEMENT PARTS for unit part numbers). Installation instructions are in the INSTALLATION section of the manual. When the keyset is not in use, the LCD shows the station extension number, user name, time of day, and date. Other displays include: reminder messages, do-not-disturb messages, numbers dialed, call sources, elapsed time of calls, current call costs, error messages, station status, programming messages, etc. The displayed information is described throughout the instructions in this section of the manual. Node And Circuit Number On Power-Up To aid in installation and troubleshooting procedures, display keysets show their station identification for five seconds when power is turned on, when the system is reset, or when the keyset line cord is first plugged in (or removed and replaced). The extension number and assigned user name appear on the top line of the display, and the node number and circuit number appears on the bottom line (for example, circuit 1.1.1 on node 2 would appear as 2:1.1.1). After the five-second identification display, the keyset returns to the appropriate display, depending on its current status. Keymaps A keymap group determines the layout of the keys for all the stations assigned to that group. If any of the keys in the keymap group are user-programmable or undefined, they can be changed by the station user. There can be up to 25 different keyset keymap groups. Each node contains its own keymap programming. (There are also 10 maps for DSS/BLF Units.) Each keyset is assigned a standard keymap and can also have an alternate keymap. See page 118 for information about switching between standard and alternate keymaps. When the system is in the default state all keysets are assigned to the default Keyset Keymap 01. There are no individual pre-programmed keymaps for each of the specific keyset types. (Previous software had an Executive/Standard map and a Basic map. If you convert from a previous version to the current version, those keymaps will be preserved. However, in the current software, the default SPKR, MSG, and MUTE keys are not programmable.) As part of the installation procedure, the installer must make sure the keyset keys are labeled to match their functions. The keys in each keymap can be assigned the following functions: Page 58 • Accept Key: (This key type is not required for Digital Keysets. It is intended for Analog Keyset use.) This key is used to accept an entry when using numeric mode. (Digital Keysets use the Volume key, by pressing both arrows at once.) • Cancel Key: No further programming is necessary. This key will be used to cancel a feature or cancel an entry when in numeric mode. Station Instruments AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 • Call key: Up to 10 Call keys can be assigned in each keymap. These keys are used for call access. They are not associated with specific trunks. Instead, they are assigned to calls in the order that the calls are placed or received. In the following example, the user has three Call keys. ACTION CALL KEY 1 CALL KEY 2 User places call #1 Shows status of call #1 Call #2 rings in while call #1 is active Shows status of call Shows ring flash for #1 call #2 Calls #1 and #2 on hold, call #3 placed Shows hold flash for call #1 Shows hold flash for call #2 CALL KEY 3 Shows status of call #3 If there are more calls in progress than there are Call keys (e.g., if another call rings in to the keyset in the example), the new call will not have an available call key and will camp on to the station until a Call key becomes available; it will then appear under the available key. Pressing an idle Call key will enter the programmed Outgoing Call feature for that station. If there is no IC key programmed in the keymap, intercom calls will appear under Call keys. NOTE: All keymaps should have at least one Call key if there is not an individual trunk key for every trunk. Station Instruments • Down Key: (This key type is not required for Digital Keysets. It is intended for Analog Keyset use.) No further programming is necessary. This key can be used scrolling backward through displays. When the keyset is idle, it can be used for adjusting volume, in place of the Volume key. (Digital Keysets use the Volume key.) • DSS/BLF key: A DSS/BLF key will dial the associated extension number when pressed. If assigned to a key with a lamp, it will also show status of the associated station, as described for DSS/BLF Units on page 73. DSS/BLF keys cannot be changed by the station user. • Feature key: These are programmed with feature codes. The feature code appears in the same key location on all stations assigned to the keymap and cannot be changed by the keyset user. • Forward key: The forward key can be programmed with any of the Call Forwarding feature codes. The forwarding code used by the key can be changed by the keyset user. • Hunt Group key: Like a DSS/BLF key, this key dials a hunt group pilot number when pressed and, if assigned to a key with a lamp, will show the status of that hunt group. • Individual Trunk key: This key is associated with one trunk. It can be used for placing outgoing calls, and for picking up calls on hold and answering incoming calls on that trunk. • Intercom (IC) key: The IC key allows access to intercom channels for placing and answering calls. If an IC key is not assigned, an intercom call will appear under a Call key. • Next Key: (This key type is not required for Digital Keysets. It is intended for Analog Keyset use.) This key is used for scrolling forward through displays. (Digital Keysets use the Volume key.) • Page Zone key: A page zone key is programmed with one of the page access codes (960-969) for quick access to page zones (0-9 respectively). Page 59 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 • Previous Key: (This key type is not required for Digital Keysets. It is intended for Analog Keyset use.) This key is used for scrolling backward through displays. (Digital Keysets use the Volume key.) • Programmable key: Up to 20 user-programmable keys can be designated and given default values in the keymap database. They can then be reprogrammed to enter any of the trunk group access codes, extension numbers, or feature codes by the individual keyset users as desired. Or, they can be programmed as system or station speed-dial bins, or as secondary extension keys (see below). The keyset user or programmer can return the keys to default values at any time. • Save Key: (This key type is not required for Digital Keysets. It is intended for Analog Keyset use.) This key is used for saving volume levels or programmed keyset features. (Digital Keysets use the Volume key, by pressing both ends at once.) • Secondary Extension key: This type of key allows a station user to have one-key access to calls ringing or holding at another station. It should be assigned to a key with a lamp so that the secondary extension key can show the call status. If desired, a station can have several secondary extension keys, each associated with a different station. For details, see page 62. • SPKR Key: This key is used for turning the keyset speaker or headset on and off. • Speed-Dial keys: Each keymap can have up to 10 speed-dial keys. Each speed-dial key can be programmed by the keyset user to dial one digit string. If assigned to a key with a lamp, the lamp will show the status of an extension number if it is associated with that key. • Trunk Group key: These keys are associated with specific trunk group access codes and are used for placing outgoing calls on trunks in the selected trunk group. If assigned to a key with a lamp, the lamp will be lit if all trunks in the trunk group are in use. • Undefined key: Any key can be left undefined if it will not be needed. It can be programmed, like a user-programmable key, as described above. If the keyset user or programmer returns the keyset to default values, the key will return to being “undefined.” • Up Key: (This key type is not required for digital keysets. It is intended for analog keyset use.) No further programming is necessary. This key can be used for scrolling forward through displays. When the keyset is idle, it can be used for adjusting volume, in place of the Volume key. (Digital keysets use the Volume key.) NOTE The volume adjustment key on the Digital Keysets also can be used for scrolling through displays. However, the Analog Keyset volume keys are used only for adjusting volume; Analog Keysets need to have Previous and Next keys programmed in their keymaps to scroll through displays. They also need an Accept key to accept entries when in numeric programming mode. Page 60 Station Instruments AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Default Keyset Feature Keys When the system is in the default state, all keysets are in the same keymap group and have the following feature keys. Feature code descriptions start on page 79. (The Special key is represented by keycaps with ∞ on the keyset.) KEY Station Instruments FUNCTION CALL KEYS 1-4 Selects an outgoing trunk, if idle, or answers a call on the key. IC Selects a voice channel or picks up a holding or camped-on intercom call. DND Programmable key 1: Do-Not-Disturb On/Off (372) PROGRAMMABLE KEYS 2-6, 14-16, and 18 Undefined values. Can be programmed with any feature code, trunk access code, or extension number, or can be programmed as a station or system speed-dial bin. CNF Programmable Key 7: Conference (5) HOLD Programmable Key 8: Individual Hold (336) TRANSFER Programmable Key 9: Transfer to Ring (345) SYS SPD Programmable Key 10: System Speed Dial (381) REDIAL Programmable Key 11: Redial (380) PAGE Programmable Key 12: Page (7) QUEUE Programmable Key 13: Queue Request (6) MUSIC Programmable Key 17: Background Music (313) PAGE ZONE 1 Programmable Key 19: Selects Page Zone 1 for making a page. STN SPEED DIAL Programmable Key 20: Station Speed Dial (382) FWD Call Forward All Calls (355) Also used for canceling Call Forward. SPECIAL Signals the system to expect a feature code. ANSWER Answer (351) OUTGOING Selects a trunk for placing an outgoing call using the station’s Outgoing Call feature (8). SPKR Speakerphone On/Off MSG Message (365) – Also retrieves messages when the flashing MSG key is pressed. MUTE Microphone Mute On/Off (314) (This is a fixed-function key on Digital Keysets.) DATA Data (340) STATION SPEED DIAL KEYS 0-9 Used for storing and dialing one station speed-dial number each. UNDEFINED Some Analog Keysets have several undefined keys that can be programmed as desired. Page 61 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Secondary Extension Appearances The Secondary Extension Appearances feature allows calls ringing or on individual hold at one “primary” station to appear on a “secondary extension key” at another station. For example, a secretary or assistant can have a secondary extension key for a supervisor's station, or one station can have several secondary extension keys, each associated with a different primary station. The primary station and the secondary station must reside on the same node. A secondary extension key functions as follows: • When a call is ringing or holding on any Call key at the primary station, pressing the secondary extension key will answer the call. (This includes recalls, transfers, callbacks, and hunt group calls.) • If the secondary extension key is unlit, pressing the key places an intercom call to the primary station. If the key is flashing, an intercom call can still be placed without answering the incoming call by pressing the pound (#) key before the secondary extension key, by pressing a DSS key, or by manually dialing the primary station's extension number. There are two programmable options that determine the type of call indications the station user will receive for calls on a secondary extension key: • Ring When n Calls At Extension: This programmable option allows the station to receive a burst of ringing when “n” number of calls are present at the associated primary station. The ring signal will repeat periodically as long as “n” number of calls are present at a primary station. (This period is determined by the DKTS Secondary Extension Key Alerting Tone timer.) If “n” is set to 0, the secondary station will never receive the burst of ringing. This option is programmed individually for each secondary extension key, during keymap programming. • Transient Call Indication On Call Answer: This programmable station flag determines whether the station user will see a call display when answering a call by pressing the secondary extension key or reverse-transferring the call. If enabled, the display will tell if the call was ringing, recalling, transferred, or holding at the primary station. The secondary extension key can be located on the keyset or on a DSS/BLF Unit. There are two ways to make a secondary extension key: • Create a secondary extension key in the keymap and determine which station it will represent. This will be the same for all stations assigned to that keymap. • Set the default value of a user-programmable key to “secondary extension key” in the keymap. This allows each station user assigned to that keymap to determine the associated station for his or her secondary extension key. (See page 117 for key programming procedures.) User-programmable keys cannot be made into secondary extension keys by the station user; they can only be created in the database. Also, the station user cannot change the key into any other type of key (such as a speed-dial or feature key), even though it is assigned to a user-programmable key. Any keyset key can be designated as a secondary extension key, but keys with lamps are recommended so that the secondary extension key can show call status. The table on the next page shows the definition for each possible lamp flash rate. The secondary extension key shows only calls that appear under the Call keys at the primary station. Any calls on individual trunk keys at the primary station are considered private calls and will not appear on the secondary extension key. Page 62 Station Instruments AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Normally, the secondary extension key will not show intercom calls. However, if the primary station does not have an IC key, intercom calls will appear under a Call key and, therefore, will appear on the secondary extension key. If the primary station is a single-line set, all calls will appear on the secondary extension key. After answering a call on the secondary extension key, the station user can transfer it back to the primary station using one of the following methods: • Transfer to hold: To transfer the call to hold at the primary station, press the secondary extension key, announce the call, if desired, and then hang up. • Transfer to ring: To transfer a call to the primary station, press the TRANSFER key and then the secondary extension key. You can announce the call, if desired, before hanging up to complete the transfer. Because the calls that appear on the secondary extension key are active only at the primary station, they will not follow call forwarding or system forwarding paths at the station with the secondary extension key. Station Instruments Page 63 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Keyset Light-Emitting Diode (LED) Indications The keyset Call keys, trunk keys, speed-dial keys, hunt group keys, and some of the feature keys contain light-emitting diodes (LEDs). The LED flash rates, shown below, indicate the status of the stations, trunks, and features. The rates are shown in interruptions per minute (IPM). STEADY 0 IPM DATA MUTE Microphone is muted. (Red LED) FWD Calls are being forwarded. (Red LED) MSG Station is in alphanumeric mode. (Red LED) DND Your station is in do-not-disturb. (Red LED) HUNT GROUP Station is busy or unplugged. (Red LED) FLUTTER 60/960 IPM Ring signal is being Data call is in progress sent to the data device. and accessible. A con(Red LED) tinuous flutter indicates that the data device is off hook. (Red LED) Intercom call is in progress. (Green LED*) Recalling intercom call is camped on. (Green LED*) Conference is in progress. (Green LED*) Conference is recalling your station. (Green LED*) Intercom call is camped on (waiting). (Green LED*) Intercom call is on hold. (Green LED*) Trunk is in use at another station, in a conference at your station, or is unplugged. (Red LED) A conference party is on conference wait hold. (Green LED*) Message is waiting. (Red LED) Station is in do-notdisturb. (Red LED) Station has a call ringing in. (Red LED) All stations in hunt group are unavailable. (Red LED) CALL TRUNK FAST 240 IPM Speakerphone is on or ready for use. Or, station programming is in progress. (Red LED) CNF SPEED DIAL or DSS MEDIUM 120 IPM Auto-dial modem is dialing and the data port is unavailable. (Red LED) IC SPKR SLOW 30 IPM Continuous flutter indicates that the station was left off hook. (Red LED) Hunt group has a call camped on. (Red LED) Call is active at your station. (Green LED*) Call is recalling from hold or transfer. (Green LED*) Call or queue callback is ringing in or camped on (waiting). (Green LED*) Call is on hold. (Green LED*) Trunk is in use at your station. (Green LED*) Trunk is recalling from hold or transfer. (Red LED) Trunk is ringing in or camped on (waiting). (Red LED if on another station or green if at your station*) Trunk is on hold. (Red LED if on another station or green if at your station*) Or, busy trunk queue callback to your station (Green LED*). *This applies only to keysets with red/green LEDs. Page 64 Station Instruments AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Red and Green LEDs Newer Inter-Tel Executive, Standard and Basic Digital Keysets have red and green LEDs in the key lamps. When both colors are used, a green lamp generally indicates that the call is active, ringing, or holding at your station (see below for a possible exception for direct ring-in calls). When the lamp is red, the call is active, ringing, or holding at another station. Trunk access, allowed-answer permission, and the feature being used (for example, System Hold or Call Transfer) determine whether you can pick up a (red) call from another station. There are two system-wide programming options that controls these LEDs. • Allow Green LEDs: This flag gives the installer the option of having all red/green keysets and red-only keysets operate the same, or allowing the red/green keysets to use the green LEDs. If this flag is enabled, the dual-color keysets will use both the red and green LEDs. If it is disabled, the keysets will operate in red-only mode, like the keysets without green LEDs. In the default state, the flag is disabled. • Use Green LEDs For Direct Ring: This flag determines whether direct ring-in calls cause a red or green lamp. If the flag is enabled, direct ring-in calls to your station will be green. If disabled, all direct ring-in calls will cause the LED to be red. In the default state, this flag is enabled. NOTE The Allow Green LEDs flag must be enabled in order for this flag to operate. Connecting A Headset For convenience, an electret headset can be used at any keyset station. The SPKR key is used to connect and disconnect calls when the headset is attached. Some headsets have a power-saver mode that disables the headphone after a period of silence. To prevent these headsets from missing portions of incoming calls, there is a station flag called “Headset Connect Tone.” Enabling this flag allows the keyset to generate a tone that activates the headset before connecting to an incoming call. In the default state, it is disabled. TO CONNECT A HEADSET: (1) Disconnect the handset by unplugging the coiled handset cord from the base of the keyset. Leave the handset in the cradle. (2) Insert the headset plug into the vacant handset jack. (3) While on hook, enter the Headset On feature code (315) or the Headset On/Off feature code (317). The display shows HEADSET MODE ON. TO DISCONNECT THE HEADSET: Station Instruments (1) Disconnect the headset by unplugging the headset cord from the base of the keyset. (2) Plug the coiled handset cord into the base of the keyset. (3) While on hook, enter the Headset Off feature code (316) or the Headset On/Off feature code (317). The display shows HEADSET MODE OFF. Page 65 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 “Send Alert Burst To Headset” Station Flag The “Send Alert Burst To Headset” will send a single tone to a headset, instead of normal keyset ring tones, when a call is ringing at the station (non-handsfree intercom call, outside call, queue callback, or reminder message). The tone is sent only once, when the call is received, and will not repeat even if the call continues to ring unanswered. It is intended as a “wake up” tone for headsets that have a power-saving function that allows the device to “sleep” if idle for a set period. The flag is programmed on a station-by-station basis. By default the flag is disabled. Digital Keyset Data Port Modules There are two types of Data Port Modules that can be connected to Executive and Standard keysets: • PC Data Port Module (PCDPM): This is a digital device that is connected to the Executive or Standard keyset which supports data transmission between the keyset and the AXXESS System for DSS/BLF, off-hook voice announce, Desktop Interface, and/or serial port functions. A PCDPM is required if a Modem Data Port Module or DSS/BLF Unit will be installed, or if the user wishes to receive OHVA calls. NOTE A keyset serial port should not be used as the AXXESSORY Talk communications port. • Modem Data Port Module (MDPM): The MDPM is an analog device that can be used with a PCDPM and connected to a modem for data applications or it can be connected to a single-line set. The port itself has an individual extension number and complete station programming setup including its own trunk access and toll restriction information. (See page 67 for data device information.) Special programming is required to enable the Executive or Standard keyset circuit to support some of the PCDPM and MDPM functions. Station users can adjust the baud rate (bps) of the serial port on the PCDPM connected to the keyset, if it is not configured for a DSS/BLF unit. The rate can be set to 300, 600, 1200, 2400, or 4800 (1200, 2400, or 4800 if it is a system serial port). TO CHANGE THE BAUD RATE OF YOUR PCDPM: (1) While on hook, enter the Program Baud Rate feature code (393). If the port is not configured for a DSS/BLF unit, the display shows ENTER BAUD RATE. (If it is configured for DSS/BLF, the display shows CANNOT PROGRAM BAUD RATE.) (2) Enter a valid rate (300, 600, 1200, 2400, or 4800). Executive keyset users can press the appropriate menu key in the display. The display shows BAUD RATE UPDATED. (If the entered baud rate was already in effect, it shows NO UPDATE PERFORMED.) Data Port Module for 12-Line and 24-Line Analog Keysets All GMX 24-line and IMX 12- and 24-line Analog Keysets may be equipped with optional Data Port Modules (refer to REPLACEMENT PARTS for the part number). The module contains a four-conductor, RJ11 modular jack that can be used to connect either a data device (such as a personal computer equipped with a modem) or a loud ringing adapter (LRA) and an external signaling device (such as a loud bell, horn, flashing light, etc.) to the keyset. Refer to page 67 for operating instructions. Page 66 Station Instruments AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Optional Data Devices A customer-provided, modem-equipped data device (such as a data terminal or a personal computer) may be attached to a keyset that has an optional data port module installed. Digital Keyset users can adjust the baud rate (bps) of the PCDPM connected to the keyset. The rate can be set to 300, 600, 1200, 2400, or 4800 (1200, 2400, or 4800 if it is a system serial port). To adjust the baud rate of your PCDPM, refer to the instructions on page 66. Data calls are transmitted over the data port voice path. This leaves the attached keyset’s voice path available for normal keyset operation. However, receiving off-hook voice announce (OHVA) calls at a Digital Keyset attached to a MDPM is not possible during a data call since the data call is using the secondary voice path. Calls can be transferred back and forth between an associated keyset’s primary voice path and data port as often as needed provided that the data port is on hook at the time of the transfer attempt. For example, a call can be placed using the data device, then transferred to the keyset’s primary voice path to announce the call, and then transferred back to the data device so that it can communicate with the called device. (Note that transferring to the keyset’s primary voice path disconnects the data device from the call. During that time, the call cost display for the data call is shown on the keyset.) Operation of the data device begins with the initiation of a call in one of four ways: • The user may initiate a call using the keyset, while on or off hook, and then transfer it to the data device. • The user may lift the handset to answer a ringing call and then transfer it to the data device. • The user may initiate a call using the data device, without touching the keyset. • The data device may receive a call directly, without using the keyset. The keyset user can place or receive a data call using the keyset and then transfer it to the data device. It can be an intercom or outside call and the keyset can be on or off hook. The call is placed to or received from another modem-equipped data device. Once the connection is established, the keyset user presses the DATA key, or presses the Special key ∞ and enters the Data feature code (340) to transfer the call to the data device. If the data device does not answer before the Transfer Available timer expires, the call recalls the keyset station. Transferring a call to the data device using the DATA key places the call without providing ring voltage to the data device. The user must manually cause the data device to answer the call. (Note that if the keyset user wishes to cause ring voltage to be applied to the data device, the Transfer feature must be used to send the call to the data device.) While the user is establishing the call using the keyset, the DATA key is unlit. From the time that the user presses the DATA key, until the data device answers, the DATA key will flash. While the data device is on an active call, the DATA key flutters on the associated keyset(s) (indicating that the data call may be retrieved by the keyset). If the keyset is off hook, the user will hear dial tone. TO PLACE A DATA CALL USING THE KEYSET: Station Instruments (1) Place or receive an intercom or outside call. (2) When you hear modem tone, press the DATA key, or press the Special key enter the Data feature code (340). The DATA key flashes slowly. (3) Hang up or press the SPKR key. The DATA key begins to flutter when the data device answers, and the display returns to date and time. The keyset can now be used as usual. ∞ and Page 67 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (4) Operate the data device according to the manufacturer’s instructions. The device must be able to come off hook and answer the incoming call. If you wish to return the active data call to your primary voice path, press the fluttering DATA key. The call cost and elapsed time of the data call are displayed. The data device can be used for initiating a data call, without the use of a keyset. The user causes the modem to select a trunk or intercom channel and dial the desired number. The data device can dial an extension number or a trunk access code followed by a pause and then a telephone number. As soon as the data device comes off hook, the DATA key is lit at the associated keyset(s) to indicate that the data port is busy. The key remains lit until the data device finishes dialing (outside call) or the station user answers (intercom call). This protects the call during dialing to ensure that the dialing is not interrupted. A keyset user who attempts to transfer another data call to the data device or pick up the data call while the key is lit will hear a burst of reorder tone. When a data device places an intercom call, the call is placed in the non-handsfree mode. (This can be changed in database programming, if desired, by disabling the Ring Intercom Always flag.) The incoming intercom call to the destination station from the data device appears as a normal intercom call with the usual displays and tones. If an extension number is dialed and that station is in do-not-disturb, the user will hear do-notdisturb tone through the data device’s speaker (if it has one). Whenever continuous busy, reorder, or do-not-disturb tone is sent by the system, the Inactivity Alarm timer is registered. The DATA key is lit while the tones are present. If the timer expires before the data device hangs up, off-hook alarm tone is sent, and the DATA key flutters fast until the device hangs up. Note that once the DATA key begins fluttering, the voice path on the keyset attached to the data port module is released and can be used for other call processing applications. (Note that the absence of a lamp, or of a DATA key, will not interfere with these timing parameters, but the user will not have a visual indication of them.) If the data port places an outside call, the system performs toll restriction using the data port’s class-of-service. If an illegal extension number or access code is dialed, the user will hear reorder tone through the data device’s speaker. (Call cost information for a data call is displayed on an associated keyset only when the data call is connected to a keyset’s primary voice path.) If an attempt is made to initiate a data call from the data device when the required voice path is not available (the secondary voice path of the attached keyset is busy), the data device will not receive dial tone. The activity on the keyset’s secondary voice path continues uninterrupted. TO PLACE A DATA CALL USING THE DATA DEVICE: (1) Following the procedures of your data device’s communications software, instruct the device to come off hook and dial the extension number, or a trunk access code and the telephone number, of the data device to be called. The call will be processed and will be automatically connected when answered. The DATA key is lit until dialing is completed, then it flutters. (2) Operate the data device according to the manufacturer’s instructions. The data device can be called directly (intercom or outside calls) and receive transferred calls via its extension number. When a call is placed directly or transferred to the device’s intercom number, the data device will receive ring signal. If the data device does not have auto-answer capability, the user must manually answer the call using the data device. (Transferring a call to the data device using the DATA key places the call without providing ring voltage to the data device. The user must manually cause the data device to answer the call.) Page 68 Station Instruments AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 While ring signal is being sent to the data device, the DATA key flashes. As soon as the data device answers, the DATA key flutters. The key continues to flutter for the duration of the call, indicating that the data path is in use but may be picked up by associated keysets. TO ANSWER A DATA CALL USING THE DATA DEVICE: (1) When the data device receives a call, the DATA key flashes on the associated keyset(s). If the data device does not have an auto-answer modem, follow the procedures for the data device’s communications software and instruct the device to answer the incoming call. The DATA key flutters while the call is in progress. (2) Operate the data device according to the manufacturer’s instructions. Termination of a data call may be accomplished in one of three ways: • Your data device can hang up. This causes the trunk or intercom channel to be released, terminating the call to the other data device. • The other data device may hang up. When the call is disconnected, the DATA key is unlit. Depending on the type of device used, the data device may detect the loss of carrier and automatically terminate the entire connection. If the data device does not have this capability, you must manually cause the data device to hang up. • The data call can be transferred to an associated keyset’s primary voice path (releasing the data device) and then disconnected by the keyset. Note however that the DATA key will flutter fast if the data device does not hang up before the Inactivity timer expires. TO TERMINATE DATA DEVICE CONNECTION: To have the data device disconnect the call: Use the appropriate commands for the data device to instruct it to hang up. When the call is disconnected, the DATA key is unlit. To transfer the data call back to an associated keyset before disconnecting the call: While on or off hook: a. Press the fluttering DATA key. The DATA key goes off. If desired, speak to the party at the site of the remote data device. This can only be done if the modem at the site of the remote data device can be turned off without disconnecting the trunk. b. To disconnect: If off hook, hang up. If on hook, press the SPKR key. The DATA key will flutter fast until the data device hangs up. Station Instruments Page 69 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 8-Line IMX AIM Analog Keysets On Dual Circuits If desired, 8-line IMX AIM Analog Keysets can be installed two to a circuit using the Analog Keyset Card (AKSC). To do this, single Analog Keyset Card (AKSC) circuits are designated as “dual” circuits in System Configuration programming. (Other keyset models cannot be installed two to a circuit.) The designated dual circuit becomes two circuits that can be programmed individually. Digital Keyset Desktop Interface NOTE This feature must be enabled in Premium Feature Selection. Desktop Interface is a station-level communications protocol that allows a PC, attached to a PCDPM on an Executive or Standard Digital Keyset, to emulate a keyset for call handling. This protocol will allow devices such as PC phones, operators' consoles, ACD supervisors, and integrated contact management tools to be developed for the AXXESS system. There can be as many Desktop Interface devices on the system as there are Digital Standard or Executive keyset circuits. The only limitation is on Desktop Interface devices that require DSS/BLF status updates (such as operators' consoles). The system can support up to 20 DSS/ BLF status requests from external devices at one time. Therefore, if the device requires continuous DSS/BLF status updates, only 20 can be installed on the system at one time. Devices that require one-time or infrequent DSS/BLF updates (such as the AXXESSORY Connect) are not limited by this capacity, except that only 20 requests for updates can be processed at one time. There is a limit of four AXXESSORY Consoles per system because of the number of requests they require and the amount of information that is shared with the system. Another Premium feature, System OAI, is a system-level communications protocol that allows command-oriented tools to be developed for the AXXESS System. System OAI is available in two levels: Events and Third Party Call Control. System OAI Events provides call status information to an external device. It's primary use is for automatic call distribution products such as the AXXESSORY ACD. System OAI Third Party Call Control is a TSAPI protocol that allows system command-oriented tools to be used on the AXXESS System. Contact Inter-Tel for more information regarding products and development materials for these features. Page 70 Station Instruments AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AGENT SET The Agent Set is used in place of a keyset with an attached PCDPM. It is connected to a Digital Keyset Card (DKSC or DKSC-16) port just as a keyset would be. It has a jack for plugging in an Inter-Tel handset or headset. It also has a serial connector (DB9) for attaching it to a PC. The Agent Set does not require a transformer or external power source. To operate properly, the Agent Set must be programmed for headset mode. This can be done in one of the following ways: • Enable Headset Mode via Station Programming in the AXXESS System database • At the Agent Set, unplug the headset or handset (to take the Agent Set off hook) and enter the Headset On/Off feature code (317) to enable headset mode. Then plug in the headset or handset. NOTE There is nothing to prevent the user from disabling headset mode using the Headset On/Off feature code at the station. Because the Agent Set does not have feature keys, a dialing pad, or a speaker, it must be connected to a PC that is equipped with AXXESSORY Connect (or a similar OAI product that emulates a keyset). The AXXESSORY Connect is used for dialing and feature access. The Agent Set also requires an Inter-Tel headset or handset. Only Inter-Tel equipment should be used. Other manufacturer’s equipment may not be compatible with the Agent Set. If the user wishes to receive audible signals at the headset, there is a new station flag that will send a single tone to the headset when a call is ringing. (Refer to page 66.) Agent Set Page 71 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 SINGLE-LINE SETS Industry-standard single-line DTMF sets can be installed on the AXXESS System and/or used as an off-premises extension (OPX). On-premises single-line circuits can be used for installing AC-ringing single-line sets, playback devices, and other single-line devices. The single-line sets are connected to Single-Line Cards (SLCs) or 16-Port Single Line Cards (SLC-16s). Or, they can be connected to Single-Line Adapter (SLA) circuits, which are in turn connected to available Digital Keyset Card (DKSC or DKSC16) circuits. Off-premises stations can be connected to SLAs, T1 Cards (T1Cs), or T1/E1 Cards. • Each SLC can support up to eight on-premises single-line stations and each SLC-16 can support up to sixteen stations. The SLC and SLC-16 will support message lamps on single-line sets if the optional Lamp Option Card is installed on the SLC or SLC-16. • Each SLA can support any combination of up to two single-line sets or DID devices. • T1 Card (T1C) and T1/E1 Card circuits can be used for installing off-premises singleline stations. Single-Line DTMF Sets Single-line DTMF set users gain access to the features by hookflashing (pressing and releasing the hookswitch quickly) and entering feature codes. Single-Line Set Message Lamps The optional Lamp Option Card (LOC) for the SLC or SLC-16 supports message waiting lamps. To enable a message waiting lamp on a specific single-line station, the station must have the Message Lamp station flag enabled. In the default state it is disabled. SLAs, T1C, and T1/E1 Card circuits cannot support message waiting lamps. Off-Premises Extensions (OPX) Off-premises extensions are remote single-line DTMF sets that are connected to the AXXESS System through telephone company OPX circuits (or customer-provided circuits). Off-premises station users gain access to the features by hookflashing (pressing and releasing the hookswitch quickly) and entering feature codes. Some telephone company off-premises extension (OPX) networks do not recognize certain single-line set ring cadences used in the AXXESS System. This incompatibility results in an inability to provide certain ring signals to off-premises extensions. Because of this, the system is equipped with a station option (Extended Ring Cadences) which allows the ring cadences be altered for individual single-line circuits. OFF-PREMISES EXTENSIONS DKSC B1 AXXESS SLA B2 Page 72 OPX AXXESS or other KSU Single-Line Sets AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 DIGITAL DIRECT STATION SELECTION/BUSY LAMP FIELD (DSS/BLF) UNITS Digital DSS/BLF Units are programmed to be used with specific Executive or Standard Digital Keysets. The keysets are equipped with PC Data Port Modules (PCDPMs) and the DSS/BLF Units are attached to the PCDPMs. NOTE Executive or Standard Digital Keysets with DSS/BLF Units need to be identified in database programming and equipped with PCDPMs. Each single DSS/BLF Unit provides one-key access to up to 60 extension numbers. You can use up to four DSS/BLF Units on a station to provide up to 240 keys. The numbers are programmed in up to 10 different arrangements using the DSS keymaps in the database. Each keymap has four “pages” of layouts to accommodate four connected DSS/BLF Units. There can be up to 20 DSS/BLF Units in the system, up to 4 on a single keyset. Together, the lamps in the keys create a busy lamp field that indicates the status of the resource (e.g., station, trunk, hunt group, or feature) assigned to the keys (unless the resource is an off-node device). The LED indicator in the key indications are shown in the table below. You can program a DSS key for an off-node device, but not for “wildcard” off-node extensions. The keys will show lamp status for stations on the other nodes. In database programming, DSS/BLF keys may also be programmed for direct access to other resources (such as paging zones) or they can be assigned feature codes. Busy lamp indication is provided to show the idle/busy status of the resource or feature. Note that programming a DSS/BLF key as a resource does not always provide a transfer capability. For example, a DSS key programmed for paging will not transfer a party to the paging system. INDICATION MEANING Solidly Lit The associated resource is busy or all stations in the associated hunt group are unavailable (in do-not-disturb, busy, or with hunt group remove enabled). Or, the associated feature is on. Slow Flash The station is in do-not-disturb. Fast Flash The station has a call ringing in or a call is camped on to the hunt group. (This option is programmable. If DSS ring flash is disabled, a call ringing in to a station will show a solidly lit LED.) Continuous Flutter The station is causing a STATION OFF-HOOK system alarm. Digital Direct Station Selection/Busy Lamp Field (DSS/BLF) Units Page 73 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 OPTIONAL SYSTEM EQUIPMENT The following optional equipment can be purchased and installed with the Inter-Tel AXXESS System. Complete specifications and installation instructions are provided in the Inter-Tel AXXESS Installation and Field Maintenance Manual. Inter-Tel AXXESSORY Talk: Provides multi-port integrated voice processing features (voice mail, automated attendant, hunt group announcement and overflow, SMDR storage, Record-ACall, etc.) The AXXESSORY Talk is available in Windows NT and OS/2 versions. The NT version is required for the AXXESSORY Talk VisualMail and Fax Recognition features. Inter-Tel AXXESSORY Console: Allows up to four attendants to use their personal computers (PCs) to answer and manage incoming call traffic. It is primarily designed for use by attendants of larger AXXESS Systems - those systems with so many stations that using DSS/BLF Units is not practical. However, due to its enhanced functionality, including electronic text messaging and directory dialing, the AXXESSORY Console is an attractive option for smaller systems as well. Inter-Tel Inside Track: Provides the ability to create customized call management and accounting reports from the system’s SMDR data. The reports can be used to manage calling costs, analyze system traffic, and track employee productivity. If Axxent Talk is not used, an optional PollCat (Pollable Call Accounting Terminal) call record buffer box is also required. Optional DSP resources: One or more Options Cards may be installed to provide the system with additional Digital Signal Processor (DSP) resources, including: Caller ID receivers, shared speakerphones (standard or enhanced) for Basic and Standard keysets, additional conferencing circuits, and additional DTMF receivers. External music sources: External music sources (radios, tape players, etc.) can be connected to the system to provide music-on-hold and background music. External paging speaker equipment: An amplifier and speakers can be connected to the system to provide external paging and background music to large areas, such as warehouses, loading docks, etc. SMDR and error message recording output devices: Output devices can be connected to record the data generated by the Station Message Detail Recording (SMDR) and error message recording features. The device can be a printer, magnetic tape, floppy disk, etc. Surge/spike protector: A surge/spike protector should be installed to reduce the effects of AC voltage surges and spikes that may cause system malfunctions, false logic, and/or damage to the electronic components. System battery back-up: To provide back-up power in the event of an AC power failure or brownout condition, the system power supply can have optional battery back-up using an uninterruptable power supply (UPS) unit or a standby power supply (SPS) unit. Facsimile (FAX) machine: A FAX machine may be connected to an available single-line circuit. Off-premises stations: Single-line DTMF sets can be connected to the system from a remote location. The connection is made through a telephone company OPX circuit or a customer-provided trunk. Playback devices: A playback device (answering machine) can be used in place of the InterTel AXXESSORY Talk interface to help process calls. The device answers a call, plays a message, then disconnects from the call (or transfers it to a hunt group) to allow the caller access to other system resources. Page 74 Optional System Equipment AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Power failure transfer equipment: Power failure transfer equipment can be installed to connect one or more single-line sets to predetermined trunks during a power or system failure. Night transfer equipment: Night transfer equipment can be installed to turn on or off lights, an alarm system, or other devices. Optional System Equipment Page 75 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Page 76 Optional System Equipment AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AXXESS System Features INTRODUCTION The Inter-Tel AXXESS System, in addition to its sleek, modular appearance and easy installation and programming, provides many user-friendly features. To describe the system features, this FEATURES section has been divided into the following sections: Introduction • Access to the Features: This section contains a list of the feature codes and their definitions. • System Organization: This section describes possible administrator assignments, attendant arrangements, and hunt groups (including UCD and ACD hunt groups). • Outside Line (Trunk) Features: This section explains the functions and programmable features of the trunks. • Station Instruments: This section describes the station instruments of the AXXESS System. Available station instruments include Digital and Analog Keysets, single-line sets, and Digital Direct Station Selection/Busy Lamp Field (DSS/BLF) Units. • Intercom, Outside, and General Call Processing Features: Several sections explain the use of the station features that are available to all station users, including intercom call features, outside call features, and general call processing features. • Attendant Features: This section explains the special attendant-only features and the use of the DSS/BLF Unit. • Administrator Features: This section explains the special administrator-only features. • Record Keeping and Maintenance Features: For record keeping purposes, the AXXESS System offers station message detail recording (SMDR). A system error reporting feature provides self-diagnostic information to make the system easier to service. Page 77 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 ACCESS TO THE FEATURES FEATURE KEYS Keysets have feature keys that allow one-key dialing of feature codes. Information is programmed in the database to determine the arrangement of the feature keys and their default values. If desired, some of the keyset feature keys can be designated as user-programmable keys. See page 117 for more information. SPECIAL KEY AND HOOKFLASH Depending on the feature and system programming, users can either enter feature codes immediately after lifting the handset or while on hook, or they must signal the system before entering the feature code. Keyset users signal the system by pressing the Special key (which is represented by ∞ on the keyset). Single-line DTMF set users perform a hookflash (press and release the hookswitch quickly). If the user does not enter a code or begin dialing before the Dial Initiation timer expires, the system sends reorder tones. “Hot” Keypad Keys vs. “SPCL Key Required For Feature Code Entry” Flag Unless programmed to use the Special key ∞ when entering a feature code, all keysets have “hot” keypad keys that allow dialing of feature codes, extension numbers, and trunk access codes without pressing the Special key ∞ or lifting the handset. As soon as a keypad digit is pressed, the digit is recognized by the AXXESS System. There is a system-wide option called “SPCL Key Required For Feature Code Entry” that, if enabled, requires keyset users to always press the Special key ∞ before entering a feature code. Regardless of programming, if a keyset user presses the Special key ∞ while on hook, the display shows ENTER FEATURE CODE and the Executive Digital Keyset menu shows a list of feature codes. The user can enter the desired code or press a menu key. Page 78 Access To The Features AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FEATURE CODES Each of the station features is assigned a feature code. Using the station’s keypad, these codes are entered to select trunks, process calls, and use special features. Complete explanations of the features and instructions for using them begin below. The codes shown on the following pages are the values that are assigned when the system is in the default state. If desired, they can be changed in database programming to any one- to fivedigit value. CAUTION Changing a feature code may affect the accessibility of other features. Trunk Access Codes These feature codes are used for selecting trunks when placing outgoing calls. FEATURE NAME Automatic Route Selection (ARS) Trunk Group Access 1-208 Emergency Calls Outgoing Call Feature Codes CODE DEFINITION 9200 Allows the system to select the desired route for placing a call, as programmed in the database. This feature must be enabled in Premium Feature Selection. 9201-9299 Selects an available trunk from a programmed 93000- group of trunks for placing an outside call. 93107 911 Entering this feature code selects an outgoing trunk and automatically dials the programmed emergency number (defaults to Trunk Group 1 and 911). 8 Selects an outgoing trunk according to the programmed outgoing access mode for that station. (Keysets use the OUTGOING key or a Call key.) Page 79 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Station Feature Codes The following pages list the general feature codes. When a default feature key can be used in place of the feature code, it is indicated at the end of the explanation. Refer to page 61 for a listing of the default keyset feature keys. FEATURE NAME Page 80 CODE DEFINITION Account Code – All Calls Following 391 Allows the station user to enter a forced or optional account code that will apply to all calls following the entry of this feature code and will appear in the SMDR. To disable the All Calls Following feature, the feature code is entered again without an account code. Account Code – Optional 390 Allows the station user to enter an optional account code for SMDR reports during an outside call. ACD Agent Login ACD Agent Logout ACD Agent Login/Logout Toggle 326 327 328 These feature codes allow an ACD hunt group member (agent) to log into and out of the ACD hunt group(s). The agent will only receive calls through the ACD hunt group(s) while logged in. ACD Agent Wrap-Up Terminate 329 When an ACD agent completes a call, no other ACD hunt group call will ring at the station until the ACD Wrap-Up Timer expires or the agent enters this feature code to terminate the wrap-up session. Agent Help 375 The Agent Help feature allows a station user to request help from a designated “Agent Help Extension” during a two- or three-party call. Agent Help Reject 376 When a request-for-help call rings, the Agent Help Extension can choose to join the call or can enter this feature code to reject the request. Answer (Ringing Call) 351 Answers the call that has been ringing or holding the longest at that station. Refer to page 104 for the priority list. (Keysets use the ANSWER key.) Automatic CO Access On/Off 360 (Keysets Only) Allows the keyset user to determine how ringing outside calls will be answered: simply by lifting the handset or pressing SPKR (automatic answer), or by lifting the handset or pressing SPKR and pressing a Call key, individual trunk key or the ANSWER key. Automatic IC Access On/Off 361 (Keysets Only) Allows the keyset user to determine how ringing intercom calls will be answered: simply by lifting the handset (automatic answer), or by lifting the handset and pressing the IC key (or a Call key, if there is no IC key). Feature Codes AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CODE DEFINITION Automatic Trunk Answer FEATURE NAME 350 Using this feature code, station users with allowed answer can pick up trunks that are ringing into the system, but that are not actually ringing at their stations. This feature does not pick up transferred calls or recalls that are ringing at the station. Background Music On/Off 313 (Keysets Only) Turns on and off background music heard through the keyset speaker. (Analog Keysets have a default MUSIC key.) Call Forward All Calls 355 Immediately forwards all calls to another station or to an outside telephone number. (Keysets use the FWD key.) Call Forward If Busy 357 Immediately forwards all calls to another station or to an outside telephone number when the station is in use. Call Forward If No Answer 356 Forwards all calls to another station or to an outside telephone number if not answered within a predetermined time. Call Forward If No Answer/ Busy 358 Forwards all calls to another station or to an outside telephone number if not answered within a predetermined amount of time, or immediately if the station is in use. Change Language 301 A station user can change the assigned language for the station by entering the Change Language feature code while the station is idle. CO Hookflash 330 Sends a timed hookflash over the trunk while on an outside call (includes conference calls). Conference Feature Codes 5 Connects from three to four parties in a conference. A conference consists of any combination of inside and outside parties. (Keysets use the CNF key.) Data 340 (Keysets Only) Allows operation of a data device attached to a keyset that has a PC Data Port Module and a Modem Data Port Module (also requires a modem-equipped data device). (Analog Keysets have a default DATA key.) Default Station 394 This single feature code cancels account codes for all calls following, do-not-disturb, manual call forwarding, background music, ring intercom always, and queue requests; restores handsfree mode, pages, hunt group calls, and system forwarding; and returns keyset volumes to default values. Directory 307 (Display Keysets Only) Allows display keyset users to search for extension numbers or system speed-dial numbers. The number can then be dialed, if desired. This feature must be enabled in Premium Feature Selection. Page 81 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FEATURE NAME Page 82 CODE DEFINITION Display Outside Party Name On/Off 379 (Display Keyset Only) When the keyset user enters this feature code, while connected to a CO call that has outside party name information, the display will toggle between the caller’s name and number. If there is no outside party name or the Expanded CO Call Information On Displays flag is disabled, the user will hear a burst of reorder tone and see the CANNOT ACCESS FEATURE display. If the Display Outside Party Name On/Off feature code is programmed in a user programmable key with a lamp, the lamp will be lit when the outside party name is enabled and off when the outside party number is enabled. Display Time/Date 300 (Display Keysets Only) Temporarily displays the system date and time, user name, and extension number during a call or when other displays are shown Do-Not-Disturb Do-Not-Disturb Cancel Do-Not-Disturb On/Off 370 371 372 The Do-Not-Disturb feature code halts all intercom calls, transferred calls, and pages to the station. The Cancel code returns the station to normal operation. The on/off code can be used to turn do-not-disturb on or off. (Keysets use the DND key.) Do-Not-Disturb Override 373 (Keysets Only) If enabled in the database, allows the keyset user to break through another station’s do-not-disturb mode when placing an intercom call Enhanced Speakerphone Enable 310 (Digital Keysets Only) When entered at a Digital Keyset station, this feature code enables the enhanced speakerphone as described on page 55. (Digital Keysets can also use the Special ∞ + SPKR keys.) Feature Key Default 395 (Keysets Only) Keysets have user-programmable feature keys that can be set to enter feature codes. This code returns the user-programmable keys to the database default values. Group Listen 312 (Keysets Only) Allows a user to transmit a conversation over the keyset speaker while in handset or headset mode Handsfree On/Off 319 (Keysets Only) Disables/enables the keyset’s handsfree intercom answering. Incoming intercom calls ring as private calls if handsfree answering is disabled. Headset Enable Headset Disable Headset On/Off 315 316 317 (Keysets Only) The enable code signals the system that a headset has been connected to the keyset. The disable code returns the keyset to normal operation. The on/off feature code can be used to toggle the feature on or off. Feature Codes AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CODE DEFINITION Hold – Individual FEATURE NAME 336 Places a call on hold so that it can be picked up directly at that station or through a reverse transfer from any other station. (Keysets use the HOLD key.) Hold – System 335 Places an outside call on system hold. It can be picked up directly at any keyset that has an individual trunk key and has allowed-answer and/or outgoing access for that trunk, or by the station that placed it on hold. (If used on conference or intercom calls, the system places the call on individual hold.) Hunt Group Remove Hunt Group Replace Hunt Group Remove/Replace 322 323 324 Removes the station from its assigned hunt group(s) or places it in again. Does not affect non-hunt group calls. The remove/replace feature code can be used to toggle the feature. Message 365 This feature code is used for leaving and retrieving a message waiting indication at a called station or the called station's message center. Depending on how the message was left, the called station user either retrieves the message from his/her message center or from the station that left the message. (Keysets use the MSG key.) Message – Cancel 366 Allows the station user to cancel a message waiting indication that he or she left at another station. Message – Cancel Current 368 Cancels a message waiting indication that is waiting at the station without requiring the user to respond to it. (Keysets can use the asterisk [*] key while viewing the message.) Message – Silent 367 Leaves a message waiting indication at a station without first placing an intercom call. (This is the code that should be used by analog voice mail units connected to the AXXESS System.) Mute On/Off 314 (Keysets Only) Turns the microphone on or off during a call. If muted, the keyset user can hear the other party, but the party cannot hear the keyset user. (Keysets use the MUTE key.) 7 When followed by a paging zone code (0-9), it allows announcements to be made through keyset speakers and any external paging speakers in the page zone. (Analog Keysets have a default PAGE key.) Page Feature Codes Page On/Off 325 (Keysets Only) Halts pages through the keyset speaker or allows them to be received again. Program Bit Rate 393 (Executive and Standard Digital Keysets Only) This allows an Executive or Standard Digital Keyset user to change the bit per second (bps) rate of an attached PCDPM's serial port. Page 83 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FEATURE NAME Page 84 CODE DEFINITION Program Keys 397 (Keysets Only) User-programmable feature keys and station speed-dial keys can be programmed using this feature code. Program Station Password 392 The Station password is used for the Remote Programming feature. The password can be changed by entering the Program Station Password feature code at the station or when using the Remote Programming feature. Queue Request 6 Requests (or cancels) an automatic callback when a busy trunk or station becomes available. (Analog Keysets have a default QUEUE key.) Record-A-Call 385 If the system is programmed with an AXXESSORY Talk Record-A-Call application, the stations can be programmed to use the Record-ACall feature. It allows users to enter a feature code whenever they want to record an ongoing call in their designated Record-A-Call mailbox. Users can retrieve the recorded messages later, just as they would any other mailbox messages. Redial 380 Redials the last outside telephone number dialed or saved at the station (up to 32 digits). Also used to save numbers at keysets programmed for last number saved. (Keysets use the REDIAL key. Reminder Message Reminder Message Cancel 305 306 (Keysets Only) The keyset user can set reminder messages that signal the station at specific times. Or, the user can cancel all reminder messages for the station. Remote Programming 359 Allows a user to place a phone in do-not-disturb mode or forward the station’s calls, either from another station or through DISA. Reverse Transfer (Call Pick-Up) 4 Picks up a call ringing or holding at a station or hunt group Review Keys 396 (Keysets Only) User-programmable feature keys and station speed-dial keys can be viewed using this feature code. Ring Intercom Always On/Off 377 Enables/disables the feature that allows the station to always place private (non-handsfree) intercom calls. Ring Tone Selection 398 (Keysets Only) Selects the type of ringing alert tone that will be heard from the keyset. Station Monitor 321 (Hunt Group Supervisors Only) Allows a designated hunt group supervisor to monitor a call of anyone in the associated hunt group. Feature Codes AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FEATURE NAME Feature Codes CODE DEFINITION Station Speed Dial Station Speed Dial Program 382 383 Dials/programs one of the 10 station speed-dial numbers when followed by a location code (09). (Keysets use the Station Speed Dial key plus a location code for programming and dialing or they can program speed-dial keys for one-key dialing. Switch Keymap 399 (Keyset Only) This allows a keyset user to switch between standard and alternate keymaps. System Forward Enable System Forward Disable System Forward On/Off 352 353 354 Enables or disables the database-programmed System Forwarding feature for this station. The on/off feature code can be used to toggle the feature on or off. This feature must be enabled in Premium Feature Selection. System Speed Dial 381 Dials one of the 1000 system speed-dial telephone numbers when followed by a location code (000-999). Also used for reviewing system speed-dial numbers. (Keysets use SYS SPD key. Transfer to Hold 346 Transfers a call to another station and places it on individual hold so that it does not ring or send call waiting signals until it recalls. Transfer to Ring 345 Transfers a call to another station or to an outside telephone number. (Keysets use TRANSFER key.) Page 85 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Administrator Feature Codes The following feature codes may be used only at designated administrator stations. Nonadministrator station users hear reorder tones if they attempt to use these feature codes. FEATURE NAME CODE DEFINITION Clear Network Alarm 9851 Clears network-wide alarms on every node in the network, but will not affect system alarms. Clear System Alarm 9850 Clears all local and network-wide system alarm displays on your node. Diagnostics On/Off 9900 Enables or disables system diagnostics mode so that the diagnostic feature codes can be used. Enable Network Day 9862 Places any or all remote nodes into day mode (you are prompted for the node number). Enable Network Night 9861 Places any or all remote nodes into night mode (you are prompted for the node number). Network — Freeze Zone System Histories Network — Unfreeze Zone System Histories 9939* The system fault history for any freeze zone in the network can be halted (frozen) or re-enabled using these feature codes, when diagnostics mode is enabled. Night Ring On/Off 9860 Places system in night mode or cancels night mode. While in night mode, the night toll and trunk restriction lists are used and the night transfer relays are activated. Program Database 9932 Can be used for programming station, system, and trunk parameters. Program System Speed Dial 9801 Programs system-wide speed-dial numbers when followed by location codes (000-999). Seize Device 9973* Used during troubleshooting to seize a specific trunk or station by indicating the board number, port number, and device number. Set Network Date/Time 9810 Programs the time and date for all nodes in the system. (Local time and date can also be reset by individual nodes.) Set Time/Date 9800 Programs system time and date Synchronize Network Time 9811 Synchronizes the minutes past the hour across the network. NOTE: If a node's time is off by more than 30 minutes, synchronizing the minutes may cause the hour to change. Also, network time is automatically synchronized every day at 12:30 AM (00:30), using the time setting on the node with the lowest number. System History — Freeze 9993* System History — Unfreeze 9998* The system fault history can be halted (frozen) or re-enabled using these feature codes, when diagnostics mode is enabled. View Call Processing Version 9928* 9989* To check the AXXESS software version at an Administrator's keyset, you can enter enable diagnostics mode, then enter this feature code. *The Diagnostics Mode feature code (9900) must be entered at the administrator’s station to enable system diagnostic mode before these feature codes can be used. Page 86 Feature Codes AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Extension Numbers Extension numbers are recognized as feature codes by the system. When the system is in the default state, the extension numbers are assigned as follows: Attendant 0 Stations 1000-1511 Hunt groups 1-75 2000-2074 AXXESSORY Talk Applications 2500-2649 Feature Codes Page Zones 960-969 (Used only for programming a feature key to select a page zone.) External Page Ports 91000-91001 Individual Trunks 94001-95664 (Determined by card slot and device number. Used for programming and troubleshooting. Page 87 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 ATTENDANT STATIONS NOTE For information on automated attendants, refer to page 206 in AXXESSORY Talk FEATURES. Attendant stations can be called by dialing 0 at the stations they serve. Usually, they are also programmed to provide these services: • Central operators for incoming calls • Message centers • Recall stations for unanswered calls Any station can be designated as an attendant station during database programming. Attendant stations should be equipped with display keysets to show recall sources. If using an Executive or Standard Digital Keyset, an attendant’s station can also be used with a PC Data Port Module (PCDPM) and single or tandem DSS/BLF Units for one-key intercom dialing of extension numbers and for constant station/hunt group status indications. (Nonattendant Executive and Standard Digital Keysets can also be equipped with DSS/BLF Units.) Up to 20 DSS/BLF units can be equipped per system, up to four per keyset. A hunt group can be assigned to serve as an attendant. However, the individual stations in the hunt group are not required to be programmed as attendant stations, and the database will not reflect that the individual stations serve as an attendant for any other stations. (This feature is especially useful when a voice mail hunt group is assigned as an attendant.) NETWORK AND LOCAL PRIMARY ATTENDANTS One attendant can be designated as the primary attendant who can receive unsupervised outside call recalls, hunt group recalls, and calls that cannot be matched to patterns in call routing tables. When AXXESS Systems are installed in a network, there are two types of primary attendant: • Node Attendants: There can be a primary attendant for each node. • Network Primary Attendant: There can be a network primary attendant programmed on each node. (There is usually one Network Primary Attendant shared by all of the nodes.) When the network needs to direct a call to an attendant, it attempts to direct the call to the network primary attendant first. If the network primary attendant is unavailable, it directs the call to the attendant on the node where the call originated. ATTENDANT RECALL When a call is placed on hold or is transferred from one station to another, the Hold and Transfer timers limit the amount of time the call may remain unattended. After that time, the call recalls the station that transferred it or placed it on hold and the Recall timer is started. If the call remains unanswered at the station until the Recall timer expires, it recalls the station’s attendant and the Abandoned Call timer starts. (If there is no attendant, the call continues to recall at the station that transferred it or placed it on hold.) If the attendant station is busy, the call camps on and the display shows the source of the recall. If the call is not answered before the Abandoned Call timer expires, the system disconnects the call. If an attendant station transfers a call and it is not answered before the Attendant Transfer timer expires, it will recall the attendant station. Page 88 Attendant Stations AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 If a station user transfers or forwards an outside call to an outside telephone number, it becomes an “unsupervised” CO-to-CO call because no inside parties are involved. The CO-toCO call is limited by the Unsupervised CO timer. When the timer expires, the call recalls the primary attendant station and causes the CNF key to flash. (Display keysets show UNSUPERVISED CNF RECALL.) This serves two purposes: • It allows the attendant to monitor the length of CO-to-CO calls. When a CO-to-CO call recalls, the attendant can disconnect the call or allow it to continue. • If the callers hang up before the attendant receives the recall, the system may not have disconnected the trunks because a disconnect was not received from the central office. The attendant must disconnect the call. When a recall rings at the attendant's station, a Call or individual trunk key flashes at the medium rate. If the attendant has calls forwarded, recalls from stations follow internal call forward requests. Recalls do not forward to outside telephone numbers, but recall the attendant's station until they are answered or the Abandoned Call timer expires. Placing the attendant's station in donot-disturb does not block recalls or direct ring-in calls. If there is not a primary attendant, recalls remain at the stations and ring until answered or disconnected by the system. TO ANSWER A HOLD OR TRANSFER RECALL AT AN ATTENDANT STATION: When you see a hold or transfer recall display (XXXX RCL FROM YYYY) and hear a recall ringing: (1) If desired, lift the handset. (2) Outside call recall: Press the medium-flashing Call key or individual trunk key, or press the ANSWER key. (If more than one trunk is recalling, pressing the ANSWER key selects the outside call indicated on the display.) Intercom call recall: Press the IC key or the ANSWER menu key. (If you are busy when the intercom call recalls, it will camp on. The IC key flashes at the medium rate, but you do not hear recall ring signals.) Conference call recall: Press the flashing CNF key to connect with the conference call. The CNF key flashes slowly and the display shows CONFERENCE IN PROGRESS. If the parties are still talking, press the CNF key again and hang up to return the parties to their conversation. The CNF key flutters. You can enter the conference at any time by pressing the fluttering CNF key. If the Hold timer expires, the conference recalls your station again. If the parties have hung up, hang up to disconnect the call. Attendant Recall Page 89 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 HUNT GROUPS The Hunt Group feature permits calls to be placed to a group of stations and to be automatically transferred to an available station within the group. Up to 75 hunt groups can be programmed in the database. Hunt group lists can contain individual stations and/or extension lists. All stations and extension lists in a hunt group must reside on the same node; off-node devices are not allowed as hunt group members. The order in which hunt group stations receive incoming calls is determined by a list stored in the database. A station or extension list can appear in a single hunt group more than once and it can appear in multiple hunt group lists, if desired. Hunt groups have their own extension numbers (defaults to 2000-2074). Individual stations within the hunt group can be called using their assigned extension numbers. Two other Premium Feature hunt group types are also available: UCD Hunt Groups and ACD Hunt Groups. For UCD information, refer to page 93. For ACD, refer to page 97. HUNT GROUP CALL DISTRIBUTION When an intercom or outside call is transferred or rings in to the pilot number, it circulates through the hunt group in linear or distributed order until answered, as described below. • • Linear order: Incoming calls always start circulating by ringing at the first station (or extension list) on the hunt group list that is stored in the database. LINEAR HUNT GROUP CALL PROCESSING Hunt group pilot number 2000 called Calls will always begin search here HUNT GROUP MEMBERS: EXT. 1000 EXT. 1001 EXT. 1002 EXT. 1003 Distributed order: To even DISTRIBUTED HUNT GROUP CALL PROCESSING out the call load, distributed Hunt group pilot order shifts the starting point number 2000 called of each call. When a station user receives a call, the next 1st call begins here EXT. 1000 station or extension list in the 2nd call begins here EXT. 1001 hunt group receives the next 3rd call begins here EXT. 1002 incoming call. If the receiv4th call begins here EXT. 1003 ing station is busy (or all stations in the extension list are busy), or if there is no answer before the No Answer Advance timer expires, the call goes to the next station or extension list on the hunt group list. NOTE See page 97 for information on the additional distribution types available in ACD hunt groups. If an extension list is included in a hunt group, a call will ring all stations on the extension list when it reaches that point in the hunt group list. Therefore, to create an “all ring” type of hunt group, you can program the hunt group as either linear or distributed and then assign an extension list as the only hunt group member. Page 90 Hunt Groups AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 HUNT GROUP CALL PROCESSING Hunt group stations receive the following indications when a call is ringing in: • If an outside call is ringing, the station designated to receive the call first shows ring flash on the associated individual trunk key (if it has one) or a Call key until the call is answered or the No Answer Advance timer expires and the call moves to the next station. • If hunt group camp on is allowed and all stations on the hunt group list are unavailable (busy, in do-not-disturb, or with hunt group remove enabled), an intercom or outside call will camp on and the stations will receive the following indications: — Busy stations receive hunt group camp-on tones (if enabled) and display. If there is an individual trunk key associated with the trunk, it shows ring flash. (There is a programmable station flag that can disable the camp on tones for hunt group calls.) — Stations with Hunt Group Remove enabled receive camp-on tones and display. If there is an individual trunk key associated with the trunk, it shows ring flash. — Stations with Do-Not-Disturb enabled receive no camp on indications, but if there is an individual trunk key associated with the trunk, it shows ring flash. — The first station that becomes available receives ringing and a flashing trunk or Call key. The camp-on and ring flash indications end at the other stations. (The associated trunk key will be steadily lit at those stations to show that the trunk is busy.) • If hunt group camp on is not allowed and all stations on the hunt group list are unavailable the hunt group members will not have any camp-on indications. Callers will hear one of the following: — Intercom callers will hear busy signals. — Callers on a trunk that does not have to be seized for AXXESS to return busy signal (such as a T1 E&M) will hear busy signals. — Callers on a trunk that has to be seized for AXXESS to return busy signal (such as a non-T1 loop-start) will hear ringing and the call will be sent to the primary attendant. Stations within the hunt group can receive direct trunk ring-in, intercom, forwarded, or transferred calls to their individual extension numbers without affecting other stations in the hunt group. HUNT GROUPS AND CALL FORWARDING Hunt group programming affects the Call Forwarding feature in the following ways: • Hunt group calls follow unconditional forward: If a station in a hunt group is in the unconditional call forward mode to another station, calls to the hunt group will follow the station forwarding request. A forwarded hunt group call will ring at the forwarding destination until the No Answer Advance timer expires. If it is not answered before the timer expires, the call will return to the hunt group and continue circulating through the hunt group list. • Conditional forward dependent on timer interaction: Stations that are busy and have their calls forwarded conditionally (no answer, busy, or unavailable) to another station will receive the hunt group call (if the station is not busy) until the Forward No Answer timer expires. At this point, if the hunt group's No Answer Advance timer has not expired, then the call will be forwarded. Once the No Answer Advance timer expires, the call will circulate to the next station in the hunt group list. • Hunt group calls will not forward to some destinations: Hunt group calls will not forward to voice mail, outside numbers, or system forwarding paths. Hunt Group Call Processing Page 91 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 • Announcement and overflow stations can forward hunt group calls: If an announcement or overflow station has call forward enabled, hunt group calls will follow the forward and the forwarding destination station will act as the announcement or overflow station. • Hunt groups can receive forwarded calls: Stations can forward calls to a hunt group’s pilot number. Hunt groups can be assigned as message centers and/or alternate message sources for individual stations. HUNT GROUP REMOVE/REPLACE AND DO-NOT-DISTURB Hunt group members can temporarily stop hunt group calls from ringing at their stations by entering the Hunt Group Remove feature code as described below. (If a station is assigned to more than one hunt group, this halts calls from all hunt groups. Hunt group assignments cannot be removed individually.) Do-not-disturb can also be used to halt hunt group and other calls to the station (see page 189 for details). NOTE This feature has no effect on ACD hunt groups. See page 98 for ACD login/logout information. When the Hunt Group Remove feature is enabled, the user will still receive the camp-on display and tone, and the individual trunk key flashes if one exists, for calls to the hunt group. (The station continues to receive calls placed to its extension number.) Hunt group overflow and announcement stations cannot block hunt group calls using this feature. If a keyset user has programmed a key for entering the Hunt Group Remove/Replace feature code, and if that key has a lamp, the lamp will be lit whenever the station is removed from the hunt group. TO REMOVE THE STATION FROM ITS HUNT GROUP ( S ) OR REPLACE THE STATION IN ITS HUNT GROUP(S): Keyset: While on or off hook, enter the Hunt Group Remove feature code (322) to halt hunt group calls or enter the Hunt Group Replace feature code (323) to return the station to its hunt group(s). Or use the Hunt Group On/Off feature code (324) to toggle the hunt group mode on or off. You hear a confirmation tone and the display shows ACCEPT (or DIVERT) HUNT GROUP CALLS. If off hook, hang up. Single-Line Set: Lift the handset and enter the Hunt Group Remove feature code (322) to halt hunt group calls or enter the Hunt Group Replace feature code (323) to return the station to its hunt group(s). Or use the Hunt Group On/Off feature code (324) to toggle the hunt group mode on or off. You hear dial tone. Page 92 Hunt Group Remove/Replace And Do-Not-Disturb AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 UCD HUNT GROUPS NOTE This feature must be enabled in Premium Feature Selection. Uniform Call Distribution (UCD) hunt groups provide additional features to improve hunt group efficiency. The features added when UCD is enabled are as follows: • Announcement and overflow stations pick up unanswered calls when the hunt group stations are busy. • Hunt group priority ranking will place calls to one hunt group before another at stations that are members of more than one hunt group. • Hunt group supervisors can monitor outside calls of any member of the hunt group. Announcement and Overflow Stations Announcement and overflow stations are individual stations that receive unanswered calls when all of the hunt group stations are unavailable. (They are not usually included in the hunt group list.) Announcement and overflow stations can be separate stations or they can be the same station. Also, each of the hunt groups can have the same announcement and overflow stations or they can be assigned different stations. In an AXXESS network, the announcement and overflow stations can be off-node devices. Call rings in to Ext. 2000 No Answer Advance Timer 18 sec. Ext. 1000 Announcement Timer 18 sec. 18 sec. Ext. 1001 18 sec. Announcement Station (once only) Ext. 1002 Overflow Timer 72 sec. 18 sec. Overflow Station Ext. 1006 18 sec. Ext. 1007 Overflow Timer 72 sec. 18 sec. Overflow Station Ext. 1011 18 sec. Ext. 1012 Recall Timer 180 sec. 18 sec. Ext. 1020 UCD Hunt Groups Recall Dest. Can be an Extension, AXXESSORY Talk, or a Hunt Group Page 93 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Announcement Stations: When a call rings in or is transferred to a hunt group, the Announcement and Recall timers are started. The incoming call circulates through the hunt group until it is answered or the Announcement timer expires. When this timer expires, the unanswered call is picked up by the designated announcement station which is a playback device that answers the call and plays a message. Meanwhile, the call continues circulating through the hunt group (unless it was sent to an AXXESSORY Talk application and then transferred to a station). If it is answered by an available hunt group station while the announcement station is connected to the call, the call will leave the announcement station. Each direct ring-in call will transfer to the announcement station only once. If it remains unanswered when the Overflow timer expires, the call will be sent to the overflow station. Or, if there is no overflow station, the call will be sent to the recall destination station when the Recall timer expires. Overflow Stations: The Overflow timer is started when the Announcement timer expires or, if there is no announcement station, when the call is received by the hunt group. If an incoming hunt group call is unanswered when the Overflow timer expires, the call is picked up by an overflow station. The overflow station is a playback device that answers the call and plays a message. Meanwhile, the call continues circulating through the hunt group (unless it was sent to an AXXESSORY Talk application and then transferred to a station). If the call is answered by an available hunt group station while the overflow station is connected to the call, the call will leave the overflow station. The Overflow timer restarts each time the unanswered call leaves the overflow station. An unanswered call will return to the overflow station each time the Overflow timer expires, until the call is answered by a hunt group station or it is sent to the recall destination station. The following chart shows the path that an incoming hunt group call will follow for all possible combinations of announcement and overflow stations: ANN. STATION OVER FLOW STATION No No Call remains in hunt group. Yes No Call goes to announcement station only once, after Announcement timer expires. No Yes Call goes to overflow station after each expiration of Overflow timer. Yes Yes Call goes to announcement station once (after Announcement timer expires) then goes to overflow station after each expiration of Overflow timer. CALL PATH If an announcement or overflow station has call forward enabled, hunt group calls will follow the forward and the forwarding destination station will act as the announcement or overflow station. Page 94 UCD Hunt Groups AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AXXESSORY Talk Applications As Announcement Or Overflow Stations When an AXXESSORY Talk application is used as an announcement or overflow station, calls to the application automatically stop circulating through the hunt group if the caller selects a valid digit translation option (such as pressing a digit to select an extension from a Call Routing Announcement menu) and the call is transferred. This allows the application to send the call to other stations without the call being “pulled back” into the hunt group when a hunt group station answers the call. However, if the caller does not dial a valid digit translation option, the call will be pulled back if a hunt group member answers. Note that Standard and Basic Digital Keysets do not send DTMF tones on intercom calls and therefore cannot stop circulating through the hunt group by dialing a digit. An AXXESSORY Talk Call Routing Announcement application's message can be programmed to include the caller's queue position and/or estimated wait time. The queue position announcement tells the caller how many calls are ahead of his or her call. This includes calls being served and waiting calls (however, all calls being served count as one call). The estimated wait time is based on a programmed Average Connect Time Per Call multiplied by the number of calls ahead of the caller in the queue, divided by the number of available hunt group members (avg. connect time per call × no. of waiting calls ÷ available members). See page 209 for details. If an AXXESSORY Talk application is used as an announcement or overflow station or as the recall destination, and the AXXESS is unable to communicate with the AXXESSORY Talk PC, outside calls will not be sent to the announcement or overflow application. They will continue to camp on to the hunt group. UCD Hunt Group Priority List Some stations may be members of more than one UCD hunt group. For this reason, hunt groups are assigned a “priority level.” The priority level determines which hunt group's calls should be received first when calls ring in or camp on to several hunt groups at once. UCD priority levels range from 0 (low) to 75 (high). If a station is a member of multiple hunt groups that have the same priority level, calls received by those hunt groups will be queued in the order they were received by the phone system. (NonUCD hunt groups are treated as if they have a priority level of 0.) UCD Hunt Groups PRIORITY LEVELS Calls ring in or camp on to all hunt groups PRIORITY LEVEL ORDER CALLS ARE RECEIVED 1 HUNT GROUP Ext. 2000 2 8 HUNT GROUP Ext. 2001 1 0 HUNT GROUP Ext. 2002 3 Page 95 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 UCD Hunt Group Supervisors And Station Monitoring The Station Monitor feature allows hunt group supervisors to monitor the calls of anyone in a specified hunt group. It can be useful in training or in evaluating the performance of hunt group members. NOTE As a courtesy, hunt group members should be notified in advance that their calls may be monitored. In addition, a programmable option can be enabled that sends a tone to the station being monitored whenever the hunt group supervisor joins an ongoing call. (Note that call monitoring may be illegal in some locations. It is up to the end user to ensure that use of this feature is in compliance with local laws.) To monitor a hunt group member’s call, the supervisor enters the Station Monitor feature code (321) and dials an extension number. The supervisor is then connected to the call and can hear both parties, but cannot be heard by either one. If the monitored call is terminated, transferred, or placed on hold by the hunt group member, the monitor function is terminated. In the associated hunt group, the supervisor may monitor any active intercom or CO-to-intercom call (both hunting and non-hunting), including incoming, outgoing, and DISA-to-intercom calls. Conference calls and calls that do not involve hunt group members cannot be monitored. If the supervisor attempts to monitor a station that is not on an active call that allows monitoring, the system sends reorder tones and the supervisor must enter the feature code again to try another number. If the supervisor attempts to monitor a station that is not in the hunt group or an idle station in the hunt group, the system sends reorder tones and cancels the Station Call Monitor feature. Station monitoring requires conferencing circuits. If resources are not available when a supervisor attempts to monitor a station, the supervisor’s display will show NO CNF CIRCUITS AVAILABLE and the monitor will not be allowed. Multiple supervisors can monitor the same station, providing that a conference circuits is available for each supervisor. The supervisor station cannot use the Agent Help feature while monitoring a call. TO MONITOR A HUNT GROUP CALL (DESIGNATED SUPERVISOR ONLY): (1) To use the speakerphone: While on hook, enter the Station Call Monitoring feature code (321). You hear a confirmation tone and the SPKR key lights. The display shows ENTER EXT TO MONITOR. To use the handset: Lift the handset and enter the Station Call Monitoring feature code (321). You hear a confirmation tone. The display shows ENTER EXT TO MONITOR. (2) Dial the extension number (or press the lit station speed-dial or DSS/BLF key) of the station to be monitored. You are automatically connected to the call and the display shows MONITORING. (3) To monitor another hunt group member’s call: Enter the Station Call Monitoring feature code (321), and dial the extension number (or press the speed-dial key). To terminate the monitor feature: If off hook, hang up. If on hook, press the SPKR key. Page 96 UCD Hunt Groups AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 ACD HUNT GROUPS NOTE The ACD Hunt Group feature must be enabled in Premium Feature Selection. To take full advantage of all hunt group features, the UCD Hunt Group premium feature should also be enabled. Automatic Call Distribution (ACD) can be programmed to distribute hunt group calls to equalize call time or call count among the available members. ACD hunt groups can use the standard hunt group features described on page 90, and/or the UCD features described on page 93 (if the UCD Hunt Group premium feature is enabled). ACD Call Distribution When an intercom or outside call is transferred or rings in to the ACD hunt group, it can circulate in linear or distributed order (as described on page 90) or using one of the ACD distribution methods: Longest Idle or Balanced Call Count order. • • Longest Idle: An incoming call is sent to the station that has not been involved in a call to this hunt group for the longest period of time. (It does not count calls that were received through other hunt groups, direct ring-ins, or transfers. Balanced Call Count: To balance the call load, each incoming call is sent to the station that has received the fewest calls through this hunt group. (It does not count calls that were received through other hunt groups, direct ringins, or transfers.) LONGEST IDLE DISTRIBUTION ACD HUNT GROUP Ext. 2000 Next call will be sent here Ext. 1000 Ext. 1001 Ext. 1002 Ext. 1003 TIME IDLE (3 min.) (10 min.) (6 min.) (1 min.) BALANCED CALL COUNT DISTRIBUTION ACD HUNT GROUP Ext. 2000 Next call will be sent here NUMBER OF CALLS Ext. 1000 (10 calls) Ext. 1001 (16 calls) Ext. 1002 (6 calls) Ext. 1003 (3 calls) ACD Agent IDs ACD hunt group members are referred to as “agents.” Agents log in to the ACD hunt group to receive calls and log out to halt ACD hunt group calls. An ACD hunt group can be programmed to circulate calls to agents in two ways: • Agent IDs: If the hunt group is programmed to use ACD Agent IDs, each agent is assigned an Agent ID number which he or she enters during the login procedure (described below). The hunt group calls are routed to logged in agents, according to their Agent ID number instead of their station extension. Because the Agent ID is not associated with any station extension, the agent can use any station in the system to log in and does not have to use the same station every time. • Members: If the hunt group is not programmed to use Agent IDs, it will have a list of stations and will send calls to the stations where agents are logged in. When a call camps on to an ACD hunt group that uses Agent IDs, only the agents currently logged in to the hunt group will receive camp-on indications. ACD hunt group supervisors will receive visual camp-on displays if they are programmed as members of the hunt group and have the ACD Agent Logout feature enabled. ACD Hunt Groups Page 97 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 ACD Agent Login/Logout ACD hunt group members are referred to as “agents.” Agents can log in to and out of the ACD hunt group at any time. While logged in, the agent will receive calls through the ACD hunt group. When the agent is logged out, calls to that ACD hunt group will bypass the station. (The Hunt Group Remove/Replace feature, described on page 92, does not have any effect on ACD hunt group calls when entered by an ACD agent. However, placing the agent's station in do-not-disturb will halt all ACD and non-ACD hunt group calls.) AGENT ID IN UCD/ACD HUNT GROUP HUNT GROUP Ext. 2000 HUNT GROUP ANNOUNCEMENT STATION Ext. 1222 OVERFLOW STATION ID 2370 Agent ID can be logged in or out RECALL STATION There are three feature codes that can be used for logging in to and out of the ACD hunt groups: ACD Agent Login, ACD Agent Logout, and ACD Agent Login/Logout. The first two perform only one operation. The third (Login/Logout) is a toggle feature code that logs the station in or out of all associated ACD hunt groups at once. If the toggle feature code is programmed in a user-programmable key with a lamp, the lamp will be lit when the agent is logged in to an ACD hunt group and available to receive calls, and unlit when the agent is logged out. TO LOG OUT OF ALL OF YOUR ACD HUNT GROUPS AT ONCE USING THE LOGIN/LOGOUT FEATURE CODE: While on or off hook (single-line users must lift the handset), enter the ACD Agent Login/Logout feature code (328). The display shows AGENT LOGGED OUT OF ALL ACDS and you hear a confirmation tone. Hang up if off hook. TO LOG IN TO ALL OF YOUR ACD HUNT GROUPS AT ONCE USING THE LOGIN /LOGOUT FEATURE CODE: (1) While on or off hook (single-line users must lift the handset), enter the ACD Agent Login/Logout feature code (328). If you were already logged in, the display shows AGENT LOGGED OUT OF ALL ACDS and you hear a confirmation tone. If you were not logged in, continue to the next step. (2) The display shows AGENT LOGIN AGENT ID. Do one of the following: — To log into all ACD hunt groups for which you have an Agent ID: Enter your Agent ID. The display shows AGENT LOGGED INTO ALL ACDS. You are logged into only the ACD hunt group(s), that use the Agent ID that you entered. Hang up if off hook. If another agent is already logged in at this station, you hear reorder tones and the display shows DIFFERENT AGENT ID ALREADY USED. You must have the other agent log out before you can use that station. — To log into all of your ACD hunt groups that do not use Agent IDs: Press # . The display shows AGENT LOGGED INTO ALL ACDS. You are logged into only the ACD hunt group(s) that do not use Agent IDs. Hang up if off hook. Page 98 ACD Hunt Groups AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TO LOG IN TO ONE OR MORE HUNT GROUPS USING THE ACD AGENT LOGIN FEATURE CODE: (1) While on or off hook (single-line users must lift the handset), enter the ACD Agent Login feature code (326). The display shows AGENT LOGIN ACD NUMBER. (2) Enter the pilot number of the desired ACD hunt group. (Or you can press to several ACD hunt groups at once.) to log in # If you entered an invalid hunt group number, the display shows NOT AN ACD HUNT GROUP and you hear reorder tones. (3) The display shows AGENT LOGIN AGENT ID. Then do one of the following: — To log into to ACD hunt group(s) using Agent IDs: Enter your Agent ID. The display shows AGENT LOGGED INTO ALL ACDS. You are logged into only the ACD hunt group(s) that you requested in step 2, that use the Agent ID that you entered in this step. If another Agent ID is already logged in at this station, you hear reorder tones and the display shows DIFFERENT AGENT ID ALREADY USED. You must have the other agent log out before you can use that station. — To log into to ACD hunt group(s) that do not use Agent IDs: Press # . The display shows AGENT LOGGED INTO ALL ACDS. You are logged into only the ACD hunt group(s) that you requested in step 2, that do 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 reorder tones. Start over. (4) If off hook, hang up. Repeat this procedure to log into additional ACD groups, if necessary. TO LOG OUT OF AN ACD HUNT GROUP: (1) While on or off hook, enter the ACD Agent Logout feature code (327). One of the following will occur: If you were logged in to only one hunt group, you hear a confirmation tone and the display shows AGENT LOGGED OUT OF . The procedure is complete. Hang up if you were off hook. If you were logged in to more than one hunt group, you hear a confirmation tone and the display shows AGENT LOGOUT ACD NUMBER go to the next step. If you were not logged in to any hunt group, the display shows NOT LOGGED INTO ANY ACD GROUP and you hear reorder tone. (2) Dial the pilot number of the desired ACD hunt group or press pound to log out of all of your ACD hunt groups. You hear a confirmation tone and the display shows AGENT LOGGED OUT OF . If you were not logged in to the hunt group number that you entered, the display shows NOT LOGGED INTO . Start over. (3) ACD Hunt Groups If off hook, hang up. Page 99 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Wrap-Up Mode For Holding ACD Calls There is a system flag called “Wrap-Up Mode For Holding ACD Calls.” If enabled, it places an ACD agent's station in wrap-up mode when an ACD call is placed on hold. (However, the ACD Wrap-Up Duration timer is not activated.) This prevents the agent from receiving additional ACD hunt group calls after he or she places an ACD call on hold, while the station is idle. (The station can still receive non-ACD calls, as usual.) If the flag is disabled, the agent will be available to receive additional ACD calls as soon as an ACD call is placed on hold. In the default state, this flag is disabled. This flag applies to any type of hold, including individual, system, transfer, and conferencewait hold. If the call is terminated or if it is reverse transferred by another station, the ACD agent's station will be made available to receive incoming ACD calls. If the agent wishes to terminate the wrap-up mode while an ACD call is on hold, he or she can use the procedure given above. ACD Agent Wrap-Up Timer Each time an agent ends an ACD hunt group call, the station goes into “wrap-up” mode and the ACD Wrap-Up Duration timer is started. Until that timer expires, the agent will not receive another call through any ACD hunt group. (However, the agent can receive non-ACD hunt group calls, direct ring-in calls, and transfers.) If an agent wishes to terminate the wrap-up mode before the timer expires, he or she can use the following procedure. TO TERMINATE ACD AGENT WRAP-UP: While on or off hook (single-line users must lift the handset), enter the ACD Wrap-Up Terminate feature code (329). The display shows ACD WRAP-UP TERMINATED. (If you were not logged in to an ACD hunt group, the display shows CANNOT ACCESS RESERVED FEATURE.) ACD Agent ID Automatic Connect Flag When the ACD Agent ID flag is enabled, and the agent is using a headset, ACD hunt group calls will automatically be connected following a short ring burst. (This feature will not work if the agent is not using a headset.) When the ACD agent logs in or removes the station from do-not-disturb mode, the first call will ring until the ACD agent answers it. However, every time an ACD hunt group call is received after the first call, the agent will hear the ring burst in the headset and the call will be automatically connected. Page 100 ACD Hunt Groups AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TRUNK FEATURES This section explains the trunk functions and programmable features. NOTE REGARDING TRUNK SECURITY While this system is designed to be reasonably secure against CO trunk misuse by outside callers, there is no implied warranty that it is invulnerable to unauthorized intrusions and toll fraud. If the central office does not provide supervision it will not disconnect the call when one party hangs up; it is possible for a caller to remain connected to a CO trunk circuit. If this happens, and the caller begins dialing, the call could be placed through the AXXESS System and would then be billed to the system’s owner. The system cannot check this type of call for toll restriction and may not register the call in SMDR. This problem could arise when a call is connected to a station, when a call is in an unsupervised conference, or when a call is forwarded or transferred to the public network. CALLER ID, DNIS, AND ANI NOTE The Advanced CO Interfaces feature must be enabled in Premium Feature Selection to use these features. The AXXESS System supports Caller ID, ANI, and DNIS. These features provide information about the source of the call. • Caller ID: Caller ID information gives the caller’s telephone number and/or name. • ANI: Automatic Numbering Identification (ANI) information identifies the caller’s telephone number. The system receives a specified number of digits. • *ANI*: This is a form of ANI that does not have a specified number of digits. The system receives a star (*) before the ANI digits to signal the beginning of the caller’s telephone number. Then there is another star after the digits to signal the end of the ANI information. • DNIS: Dialed Number Identification Service (DNIS) identifies the number that was dialed to reach your location. The system receives a base number and a specified number of digits that identify the dialed number. • *DNIS*: This is a form of DNIS that does not have a specified number of digits. The system receives a star (*) before the DNIS digits to signal the beginning of the dialed number. Then there is another star after the digits to signal the end of the DNIS information. • *ANI*DNIS*: This is a two-stage address service that provides both the caller’s telephone number and the dialed number. It combines the *ANI* and the *DNIS* features described above. Keyset Displays Whether call information appears on the keyset display, and what information appears, is determined by station flags in the database. The flags are: • Trunk Features Expanded CO Call Information On Displays: This station flag determines whether call information (trunk name or call information) is displayed at the keyset. If it is enabled, the Outside Call Party Information Has Priority flag (described below) determines what is displayed. If it is disabled, the programmed trunk group username will appear on the display. In the default state, this flag is enabled. Page 101 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 • Outside Party Call information Has Priority: If the Expanded CO Call Information flag is enabled (as described above), this flag determines what information is displayed at the keyset. If enabled, any call that is received on a trunk that provides outside call information (for example, Caller ID or ANI), will be identified on the keysets display with the call information. If disabled, the display will show the DID or DNIS information for the call (if available). In the default state, is it enabled. • Display Outside Name: If the Display Outside Name station flag is enabled, the keyset user can switch between the outside party name and number when connected to a CO call with outside party information. The keyset user enters the Display Outside Party Name On/Off feature code (379). In addition, the enhanced ring-in displays will provide the user with more information such as both Caller ID name and number if available, or tell the user if a Caller ID number is blocked or out-of-area. This is a keyset-only station flag. In the default state, this flag is enabled. The system will provide the user with advanced displays for direct ring-in calls, if the station has “Expanded CO Call Information On Displays” and “Outside Party Call Information Has Priority” station flags enabled (by default they are enabled). A typical direct ring in display would look like the following: “TRNK GRP 1 RINGING IN.” However, with the enhanced displays, the system will attempt to display the name of the outside caller on line 1 and the number of the outside caller on line 2. When a CO call rings into the system, the system uses the following criteria to determine the name that will appear on the display keysets. The criteria are listed from highest priority to lowest priority. Display Line 1 The following criteria are used to display the name on the top line of the ring-in display. This assumes that all of the necessary station flags are properly set and usernames are correctly filled in or left blank (at the programmer's discretion) for Call Routing Tables and Trunk Group Names. Page 102 (1) Outside Party Name provided by the Desktop Application, if available. (2) Outside Party Name provided by Caller ID, if enabled at the system-wide flag level. (3) Outside Party Name provided by system speed-dial. If the collected number matches a number in a speed-dial bin, we use the name of the corresponding speed-dial bin. (4) Outside Party Number provided by the Desktop Application. (5) Outside Party Number provided by Caller ID, if enabled at the system-wide flag level. (6) Outside Party Number provided by ANI service, if enabled at the system-wide flag level. (7) Call Routing Table Name, if the name is not blank. (8) Trunk Group Name, if the name is not blank. (9) Default Trunk Group Name (TG XXXXX). Caller ID, DNIS, And ANI AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Display Line 2 The following criteria are used to display the number on the bottom line of the ring-in display. This assumes that all of the necessary flags are properly set. (1) Outside Party Number provided by the Desktop Application, if available. (2) Outside Party Number provided by Caller ID, if enabled at the system-wide flag level. (3) Outside Party Number provided by ANI service, if enabled at the system-wide flag level. (4) Number Absence Reason, such as Caller ID “OUT-OF-AREA” or “PRIVATE” (blocked) message. (5) RINGING IN display. ANI and Caller ID information is also sent to the AXXESSORY Talk voice mail application to provide the caller's telephone number as part of the message envelope. Caller ID, DNIS, And ANI Page 103 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 OUTGOING-ACCESS, ALLOWED- ANSWER, AND RING-IN ASSIGNMENTS Each trunk group has programmed lists of stations for outgoing-access, allowed-answer, and ring-in assignments for day and night modes. • Outgoing-access assignment for a particular trunk group or node trunk group permits the station user to place calls using trunks in that trunk group. Each station has a default outgoing access code programmed in the database. When the user presses the OUTGOING key, presses an idle Call key, or enters the Outgoing Call feature code (8), the system automatically selects an outgoing trunk. • Allowed-answer access to a particular trunk group permits the station user to answer incoming calls on the trunks in that trunk group (even if the station does not have ringin assignment for that trunk group). Stations cannot have allowed-answer assignment for trunk groups on other nodes. On keysets, the individual trunk key flashes (if one exists) to indicate the ringing call. If a station is programmed with allowed-answer access only (no ring-in) for a trunk group, direct ring-in calls on that trunk group can be answered by entering the Automatic Trunk Answer feature code (350) or pressing the flashing individual trunk key. • Ring-in assignment for a particular trunk group can be assigned to one or more stations, extension lists, or AXXESSORY Talk applications; to a hunt group; to DISA; or to a call routing table. A trunk can ring in to a station or AXXESSORY Talk application on another node. The ring in destination(s) for the trunk group will receive direct ring-in calls on trunks in that trunk group. On keysets with ring in, the individual trunk or Call key flashes and the display indicates a ringing call. Allowed answer for the trunk group is automatically assigned to a station with ring in. When keyset stations have outgoing-access or ring-in assignments, the associated individual trunk keys show the status of their trunks. Stations that do not appear on any of the lists cannot place or directly receive outside calls; they are limited to intercom calls, conferences, transferred calls, and retrieving calls on system hold. (A call on system hold can only be picked up at the station that placed it on hold or at a station that has an individual trunk key and has allowed-answer and/or outgoing access for that trunk.) A private trunk group (with one or more trunks) can be established by programming outgoingaccess, ring-in, and allowed-answer permission for the trunk group to only one station. Answer Feature Code For calls that are ringing or holding at the station, the user may enter the Answer feature code (351) or press the ANSWER key. When more than one call is ringing or holding, the following priority list determines which call is answered first: Page 104 • Ringing calls (ring ins, recalls, callbacks, or transfers) are answered in the order they were received. • Then calls on individual hold are answered in the order they were placed on hold. Outgoing-Access, Allowed- Answer, And Ring-In Assignments AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AUTOMATIC ROUTE SELECTION (ARS) NOTE This feature must be enabled in Premium Feature Selection. ARS is a money-saving feature that allows the system to be programmed to select the least expensive route for placing outgoing calls. It can be used for placing outgoing calls and transferring or forwarding calls to outside telephone numbers. Stations can be restricted to using only ARS for placing outgoing calls. Also, because users do not have direct access to trunks on other nodes, ARS is the only way users can place calls using the other nodes’ trunks. ARS is programmed using route groups and facility groups. • Route Groups: A route group contains dialing patterns and facility groups. — The dialing patterns are used to determine the calls that will be routed through the route group. For example, the default dial pattern for Route Group 1 is N+ (any number of digits beginning with digit 2-9). If a number is dialed that begins with 1, it will not be routed through this route group. — Each route group has an ordered list of facility groups that contains lists of local trunk groups and/or nodes. There can be 100 facility groups in the system. The facility groups should be programmed so that the least-expensive route is checked and, if available, is selected first. If the least-expensive facility group is not available the system checks the other groups in the list until it finds an available trunk. • Facility Groups: A facility group contains trunk group/node lists and dial rules. — The trunks can include local trunk groups or nodes. — The dial rules tell the system what to dial. The system can have up to 32 dial rules, 26 of which are programmable. Each facility group can use up to 32 dial rules. For example, if the selected route group requires that the number contain “1” but no area code, the dial rules include the 1 and drop the area code. The modified telephone number can contain up to 32 digits. (If SMDR is enabled, the modified telephone number, not the digits dialed, will appear in the SMDR call record.) When programming ARS, you can use preset dial rules or create new dial rules that add up to 16 digits each. The pre-programmed dial rules are: Dial Rule #1 – Echo Equal Access: This non-programmable dial rule includes the equal access digits (10XXX or 101XXXX) in the number, if dialed. Dial Rule #2 – Echo Toll Field: The toll field (1, 0, 01, or 011) is included in the number, if dialed. This dial rule is non-programmable. Dial Rule #3 – Echo 3 Digits After Toll Field: With this non-programmable dial rule, the three digits after the toll field are included in the number. (These digits are usually the area code or country code.) Dial Rule #4 – Echo Local Address: This non-programmable dial rule allows ARS to dial the telephone number that was dialed by the station user. Dial Rule #5 – Add Account Code: This non-programmable dial rule causes the system to dial the account code that is associated with the call, when it is available. The account code can be entered using any of the account code types, including All Calls Following, as long as the system receives the account code before end of dialing. (To use an optional account code, the code must be entered before the number is dialed.) Dial Rule #6 – Add Extension Number: This non-programmable dial rule tells the system to include the extension number of the station or AXXESSORY Talk application that is being used to place the call. Dial Rule #7 – Add #: This dial rule adds a pound (#) to the number dialed. This dial rule can be programmed. Automatic Route Selection (ARS) Page 105 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 When ARS is selected, the user dials the number (including the area code, if needed), and the system does the following: (1) Checks the dialed number and matches the dialing pattern to a route group: The system checks the route groups in numerical order and selects the first group that applies to the dialing pattern of the number that was dialed. NOTE: If the Emergency Call feature is programmed to use ARS, the emergency calls will always go through Route Group 1, regardless of route group programming. (2) Selects a facility group: If all of the trunks are busy, and the station is enabled for ARS camp on, the call will camp on to the facility group until a trunk is available. (3) Checks for toll restrictions and outgoing access: Before the number is modified by the facility group’s dial rules, the system checks the station toll restrictions and outgoing access to determine whether the call is allowed. (All calls placed using ARS are toll restricted, regardless of whether the selected trunk is subject to toll restriction. However, Emergency Call feature calls are never toll restricted.) If allowed, the system continues to the next step. If not allowed, the system sends reorder tones and the call is not placed. (4) Adds or deletes digits according to the facility group chosen: Each facility group has a programmed set of dial rules that tell the system what to dial. For example, if the selected route group requires that the number contain “1” but no area code, the dial rules include the 1 and drop the area code. (5) Dials the modified telephone number: If the number is allowed, the system seizes an idle trunk in one of the selected trunk groups, waits for the Dialing Wait After Connect timer to expire, and then dials. When ARS is used, the station user hears dial tone when the feature code is entered (manually or automatically using a Call key, the ARS key, or the OUTGOING key). The user then dials the number and hears silence until the trunk is seized and dialing is completed. (The user will not hear the digits being dialed.) The call appears under an available Call key or trunk key. AUTOMATIC ROUTE SELECTION EXAMPLE 1 Station user enters 1234 account code and dials 1-602-961-9000 AXXESS 2 ARS does the following: • Checks the number and finds dialing pattern 602+ in Route Group 2. • Selects a facility group with an available trunk. • Checks toll restriction and outgoing access. • Uses dial rules to modify the number: Echo 3 Digits After Toll Echo Local Address Add Account Code • Dials the modified number. CO OUTGOING CALL DIALED = 1-602-961-9000-1234 Page 106 Automatic Route Selection (ARS) AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TOLL RESTRICTION The following features provide toll restriction on the AXXESS System. (They are described in further detail in this section.) • Trunk Group Toll Restriction: Each trunk group can be designated as “subject to toll restriction” or “not subject to toll restriction” in database programming. If subject to toll restriction, station class of service is checked when the trunk group is selected for placing an outgoing call. — Emergency Call Feature: When the Emergency Call feature code is entered, the designated trunk access code is used to seize a trunk and the programmed emergency number is dialed regardless of any station or trunk group toll restrictions. (See page 110 for details.) — Automatic Route Selection (ARS): Calls placed using ARS (except Emergency Call feature calls) are always subject to toll restriction, regardless of the selected trunk group's toll restriction programming. Note that only the station's COS is checked, the trunk group's COS is not. — Network ARS Calls: When determining toll restriction for an ARS outgoing call, the network checks the station toll restriction based on the database information on the node on which the station resides, not the node that contains the trunk which the system uses to place the call. The system does not check the trunk COS for ARS calls. • Exemption From ARS-Only Restriction: Each trunk group may be designated as “exempt from automatic route selection (ARS) only.” If exempt, station users with the ARS-Only class of service can select the trunk group directly. • Absorbed Digits: Trunk groups that are subject to toll restriction can be programmed to “absorb” (ignore) the first digit(s) dialed. This allows the system to handle the dialed digits just as they would be by the local telephone company or PBX to which the system is connected. • Station And Trunk Group Classes Of Service: Each station and trunk group can be assigned one or more classes of service (COS) which can restrict or allow certain digit patterns when an outside call is dialed. (Trunk group COS is not checked when ARS is used.) Classes Of Service (COS) Each station and each trunk group that is “subject to toll restriction” is assigned toll restriction classes of service (COS) that restrict or allow certain dialing patterns on outside calls. The classes of service (COS) are programmed individually for stations, AXXESSORY Talk applications, and trunk groups. There are separate COS designations for day and night modes. A station or trunk group can be completely unrestricted or can have any combination of the classes of service. The first nine COS designations (01-09) have default values. COS designations (10-16) do not have default values and are blank. All of the classes of service are programmable. Each may be specified as an “allowed” or “denied” class of service, dialing patterns can be programmed for each, and each can be assigned to stations and trunk groups as needed. The default values of COS 01-09 are as follows. • Toll Restriction COS 01 – ARS Only: (This is a station COS only. It is not used for trunk groups. Also, it cannot be used unless the ARS premium feature is enabled.) Calls can only be placed using the Automatic Route Selection (ARS) feature when this restriction is assigned. The user will hear reorder tones when attempting to place a call using any other method. A restricted user can still select individual trunks if the trunks are designated as “exempt from ARS Only” (as described on page 107), were transferred, were placed on hold, or are recalling or ringing. Trunk restriction determines which trunks in the ARS route group can be selected by the station or AXXESSORY Talk application. Page 107 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Page 108 • COS 02 – Deny Area/Office: This restriction is divided into eight user groups to allow the use of varying area/office code restriction tables. This is useful for reducing restrictions for some of the stations, AXXESSORY Talk applications, or trunk groups while increasing restrictions for others. Each station, application, and trunk group is assigned a day mode and a night mode user group in database programming. Within each user group, area codes can be designated as restricted, allowed, or extended. Restricting an area code prevents users from placing calls to that area code. Allowing an area code allows all office codes within that area code. Designating an area code as extended allows the programmer to determine which office codes (up to 800) are allowed or restricted within that area code. For each user group, 800 area codes can be marked as allowed or restricted in the database list, and up to six area codes can be marked as extended. • COS 03 – Deny Operator: Calls to numbers that match the dial patterns for this class of service (defaults to [Q]RN+, [Q]R0, and [Q]RE) are restricted, unless the number also matches a dial pattern in an “allowed” class of service that is assigned to the station, AXXESSORY Talk application, or trunk group being used. • COS 04 – Deny Toll Access: Calls to numbers that match the dial patterns for this class of service (defaults to [Q]TN+ and [Q]TE) are restricted, unless the number also matches a dial pattern in an “allowed” class of service that is assigned to the station, AXXESSORY Talk application, or trunk group being used. • COS 05 – Deny International: Calls to numbers that match the dial patterns for this class of service (defaults to [Q]I+) are restricted, unless the number also matches a dial pattern in an “allowed” class of service that is assigned to the station, AXXESSORY Talk application, or trunk group being used. • COS 06 – Deny Equal Access: Calls to numbers that match the dial patterns for this class of service (defaults to Q+) are restricted, unless the number also matches a dial pattern in an “allowed” class of service that is assigned to the station, AXXESSORY Talk application, or trunk group being used. • COS 07 – Deny Local Calls: Calls to numbers that match the dial patterns for this class of service (defaults to N+) are restricted, unless the number also matches a dial pattern in an “allowed” class of service that is assigned to the station, AXXESSORY Talk application, or trunk group being used. • COS 08 – Denied Numbers: Calls to numbers that match the dial patterns for this class of service (defaults to 1900NXXXXXX+ and 976XXXX+) are restricted, unless the number also matches a dial pattern in an “allowed” class of service that is assigned to the station, AXXESSORY Talk application, or trunk group being used. • COS 09 – Allowed Numbers: Calls to numbers that match with the dial patterns for this class of service (defaults to 1800NXXXXXX+) are allowed, even if number also matches a dial pattern in a restricted class of service that is assigned to the station, AXXESSORY Talk application, or trunk group being used. Toll Restriction AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 System speed-dial numbers can be programmed to bypass COS restrictions on a system-wide basis. If the option is not enabled, all system speed-dial numbers are subject to toll restriction. Because a condition may exist where a critical or life threatening situation needs to be reported, using the Emergency Call feature code will override all toll restrictions and trunk access programming. Note that if the trunk group is “not subject to toll restriction,” neither the trunk group or station COS is checked, unless the call was placed using ARS. All ARS calls are subject to station toll restriction only. Toll Restriction Page 109 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 EMERGENCY CALL FEATURE The AXXESS System will immediately allow access to local emergency facilities whenever a station user enters the Emergency Call feature code (defaults to 911). When activated, the Emergency Call feature will select a trunk and then automatically dial the necessary digit(s) to call the local emergency services facility (defaults to 911). Because a condition may exist where a critical situation needs to be reported, this feature will override all toll restrictions and trunk access programming. When an emergency must be reported, any station user can lift the handset and dial 911 at intercom dial tone. At this point, the system will select an idle trunk using the trunk access code programmed for this feature (defaults to Trunk Group 1). The system will allow the Dialing Wait After Connect timer to expire and will then dial the digit string programmed in the database as the emergency number. At the time the call is processed, a minor alarm will be generated by the system and sent to all administrator stations. Calling Party Number Field Each station can be programmed to send an identifying number when a call is placed. This information is required for emergency 911 calls in some states. You can program any number up to 32 digits in the Calling Party Number field. However, check with your service provider to determine their specific requirements for this field. This number will be sent in the ISDN setup message in the Calling Party Number Information Element. In addition, the AXXESS System will also send the extension number of the station in the Calling Party Number Subaddress Information Element. The CO should ignore this information element if it does not support it. NOTE: There is no default number for this field. It is up to the programmer to supply the correct Emergency Calling Party Number for each station. If an off-premises extension is used for dialing 911, the 911 operators will see Calling Party Number or the address of the location of the AXXESS System, not the off-premises address. Off-premises personnel should be prepared to give the correct address and other pertinent information if it is not programmed as the Calling Party Number. Programming The Emergency Call Feature If the system is installed in an area where 911 service is not available, it is suggested that the number for the local police or fire department or the telephone company operator be substituted. EMERGENCY CALL FEATURE CALL PLACED TO 911 AXXESS DATABASE: EMERGENCY EXT. = TRUNK GROUP 1 (9201) EMERGENCY No. = 911 ALARM #11 DISPLAYED If the database programmer renders Station user this feature inoperative by either dials 911 removing all trunk access and/or by MESSAGE PRINTOUT, removing the dialed digit string, the IF ENABLED database program will present a warning message notifying that the feature has been disabled and requiring the programmer to acknowledge or change this condition before being allowed to continue. Like all other feature codes, the 911 feature code can be changed to another 1- to 5-digit code, if necessary, but it is not recommended. If a user selects an outgoing trunk before dialing 911 (or the programmed Emergency Call feature code), toll restriction is not automatically overridden for that call; toll restriction is applied. If the user selects ARS to place the call, route group 1 is automatically selected. Page 110 Emergency Call Feature AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 DAY AND NIGHT MODES There are separate lists in the database for class-of-service, outgoing-access, allowed-answer, and ring-in assignments for day and night modes. When an administrator enters the Night Ring feature code, the system uses the night mode lists. When the system is in day mode, the day lists are used. (Active calls are not affected when the mode is changed.) Night mode also affects the night transfer relays on the Options Card (OPC). The relays are activated when the system is placed in night mode. Administrators can place any or all remote nodes into night mode or day mode. The default feature code for Enable Network Night is 9861. The default feature code for Disable Network Night is 9862. NOTE: The Night Ring On/Off feature code (9860) affects only the node on which the administrator resides. See page 6 for a complete explanation of administrator features. DIRECT INWARD SYSTEM ACCESS (DISA) DISA is a programmable feature that allows an outside party to dial into the system from an external DTMF telephone and then dial extension numbers, hunt group pilot numbers, and offnode device extensions. (DISA callers do not have access to outgoing trunks or page zones.) Any of the trunk groups can be programmed to receive incoming DISA calls in day and/or night mode. When not in use for DISA, the trunk group can be used for placing outgoing calls by stations with outgoing access permission. NOTE Due to the natural characteristics of the trunk, the volume level of DTMF tones transmitted over the trunk may be substantially reduced before reaching the AXXESS System. This natural degradation in tone volume may adversely affect the reliability of the DISA feature. Other factors which can affect DISA performance are trunk noise and the quality and strength of the DTMF tones generated by the off-premises phone itself. If the system cannot recognize a DTMF digit, the call is automatically sent to the primary attendant. When a DISA user calls a station extension number, the call rings as a direct ring-in call, even if the called station is busy or in do-not-disturb. The DISA caller hears music or ringing (determined by a system-wide option in database programming) until the Transfer Available or Transfer Busy timer expires; then if the call is not answered it recalls the called station’s attendant. If the called station is forwarded, the call follows the programmed forward. When a hunt group pilot number receives a call through DISA, the call rings or circulates according to how the hunt group is programmed (i.e., linear or distributed). If a caller dials a valid hunt group pilot number that has no members assigned to it, the call automatically rings at the primary attendant station until the Abandoned Call timer expires. If the call is not answered before the Abandoned Call timer expires, the call is disconnected. Security Codes DISA trunks can be assigned security codes (up to eight digits in length) that are required for access to the system. The installer can program separate codes for each DISA trunk group to be used during day and/or night modes. NOTE: To prevent unauthorized access to the outgoing trunks, all trunk groups using DISA should have a security code. During database programming, the programmer can determine the number of times that a caller may unsuccessfully attempt to enter a security code and/or dial an extension number. If the user does not succeed within the determined number of attempts, the call will be disconnected (if the security code is invalid) or transferred to the primary attendant (if the extension number is invalid). Day And Night Modes Page 111 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Using DISA NOTE If DTMF decoders are unavailable when a DISA call is received, the incoming DISA call is automatically sent to the primary attendant. TO USE DISA: (1) From a DTMF telephone, dial the telephone number of the DISA trunk. When the call is answered by the system, you hear system intercom dial tone. If you hear a single progress tone, enter the appropriate (day or night) DISA security code, followed by pound (#). (1) Page 112 DISA 1 AXXESS Caller dials DISA n u m b e r, h e a r s dial tone, and enters password (if required) Dial an extension number or a hunt group pilot number. (To call the primary attendant, dial 0.) You hear music or ringing until the call is answered. 2 Caller can dial A XXES SO RY Talk, station, or hunt group extension number Direct Inward System Access (DISA) AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 KEYSET FEATURES VOLUME CONTROLS On some Analog Keysets, speaker volume and ring tone volume are controlled by two thumbwheels on the right-hand side of the keyset. On all Digital Keysets and on AIM and Inter-Tel/DVK Analog Keysets, volume is controlled by pressing volume control keys on the keyset. • On the Executive, Standard, and Basic Digital Keyset, an illustration on the key (that looks like this ) represents higher and lower volume levels. Press the lower end in place of the down arrow and the higher end in place of the up arrow. • The Analog Keysets have separate VOL UP and VOL DOWN keys. TO CHANGE VOLUMES ON AN AIM, DIGITAL, OR DVK KEYSET: (1) Press the appropriate key to raise or lower the volume, using one of the procedures listed below. A confirmation tone will alert you when you have reached the highest or lowest possible volume. On display keysets, the display shows VOLUME LEVEL X. The “X” represents the level and changes as the volume is raised or lowered. a. To change handset intercom voice volume: Adjust the volume while on an offhook (handset) intercom call. b. To change handsfree intercom voice and paging volume: Adjust the volume while on an on-hook (speakerphone) intercom call. c. To change handset outside call voice volume: Adjust the volume while on an offhook (handset) outside call. d. To change handsfree outside call voice volume: Adjust the volume while on an on-hook (speakerphone) outside call. e. To change background music volume: Adjust the volume while listening to music through the keyset speaker. NOTE The selected background music volume level is automatically saved. f. To change alerting tone (ring tone) volume: Adjust the volume while the keyset is ringing or idle. OR, while on hook, press both edges of the Volume key on a Digital Keyset or the pound key (#) on an Analog Keyset to hear the currently programmed volume, then adjust it up or down. NOTE The selected alert tone volume level is automatically saved. g. To change handset progress tone volume: press the desired arrow to while listening to intercom dial tone through the handset. h. To change speakerphone progress tone volume: press the desired arrow to while listening to intercom dial tone through the speakerphone. (2) To save the setting on a Digital Keyset: Press both edges of the Volume key at the same time. The display shows VOLUME SAVED. To save the setting on an Analog Keyset: Press the pound (#), SAVE, or ACCEPT key. The display shows VOLUME SAVED. If this step is not performed, the keyset will return to the previous volume level when the call, or tone ends (except for the ringing alert tone or background music volume, which is automatically saved at the most recent volume level). Keyset Features Page 113 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TO RETURN A KEYSET TO DEFAULT VOLUME LEVELS: While on or off hook, enter the Default Station feature code (394). If off hook, hang up. The display shows STATION DEFAULTED. NOTE Entering this feature code also cancels do-not-disturb, manual call forwarding, background music, ring intercom always, all calls following account code, headset mode, and queue requests; and restores handsfree mode, pages, hunt group calls, and system forwarding. SELECTABLE RING TONE The tone of the keyset ring signals (all tones except call waiting) can be changed by the user to create distinctive ringing. If stations are placed close together, changing the tone makes each station’s ring easier to recognize. On all keysets, the tone is changed by entering a feature code and a code, as described below. There are ten ring tone options (0-9). Selection 0 will turn off the ring signals. TO CHANGE KEYSET RING TONE: (1) While on hook, enter the Program Ring Tone feature code (398). Displays SELECT RING TYPE (0-9) OR SCROLL. (2) To select a specific ring tone: Enter a number 1-9 for the desired ring tone. The display shows RING TYPE X SELECTED. To scroll through the tones: Press the low end of the Volume key or PREVIOUS key to scroll backward through the tones. Press the high end of the Volume key or NEXT key to scroll forward. (You cannot scroll to selection 0, you must enter it as described below.) The display shows RING TYPE X SELECTED. To turn off ringing: Enter 0 or press the RINGER OFF menu key. The display shows RING TYPE OFF SELECTED. (3) Lift and replace the handset or press the pound key (#), both ends of the Volume key, or the ACCEPT key to exit. The selected tone will be heard when the keyset rings (unless ringing was disabled). The display shows RING TYPE X SAVED. EXTENSION NUMBER, USERNAME, TIME AND DATE DISPLAY When a display keyset is idle, the extension number, username, time, and date are displayed. While on a call, in do-not-disturb, or unconditionally forwarded, other displays are shown. In these circumstances, use the following procedure to redisplay the date, time, name, and extension number for five seconds. TO DISPLAY THE DATE, TIME, USER NAME, AND EXTENSION NUMBER: Press the Special key ∞ and enter the Display Time/Date feature code (300). The date, time, user name, and extension number are displayed for five seconds. “ALL TRANSIENT DISPLAYS” STATION FLAG The “All Transient Displays” station flag, when enabled, will allow all transient call handling displays to appear on the keyset display. If it is disabled, the CALL TRANSFERRED TO XXXX and MESSAGE LEFT FOR XXXX transient displays will not appear. Each transient display is shown for five seconds before another display can take its place. Disabling the flag allows high-traffic stations (such as attendants) to change displays more quickly after a message is left by the station user or after a call is transferred. This station option cannot be programmed by the user. It is a database-programmable flag. Page 114 Selectable Ring Tone AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 “DKTS ALTERNATE TRANSIENT DISPLAY TIMER” STATION FLAG AND TIMER As an alternative to (or in addition to) disabling the call transfer and message transient displays, as described above, the programmer can use a combination of a station flag and a timer to control all of the station’s transient displays (not just the call transfer and message displays). The “DKTS Alternate Transient Display Timer” station flag, if enabled, allows all transient displays to be controlled by the “DKTS Alternate Transient Display” timer. The “DKTS Alternate Transient Display” timer can be set to 1-255 tenths of a second (0.1-25.5 seconds). The default value is 10 tenths of a second (1 second). This timer affects only those keyset stations with the “DKTS Alternate Transient Display Timer” flag enabled. “TRANSIENT CALL INDICATION ON CALL ANSWER” STATION FLAG This programmable station flag determines whether the station user will see a call display when answering a call by pressing a secondary extension key or by reverse transferring. If enabled, the display will tell if the call was ringing, recalling, transferred, or holding at the other station. USING DSS/BLF KEYS (DSS/BLF UNIT OR KEYSET DSS/BLF) Direct Station Selection/Busy Lamp Field (DSS/BLF) keys provide one-key access to extension numbers. It also shows the status of the station or hunt group (local or off-node) associated with the key, unless the station is an off-node device. DSS/BLF keys can be programmed on keysets or on DSS/BLF Units. The lamps in DSS/BLF keys (keyset or DSS/BLF unit) indicate the status of the associated station or hunt group, using the flash rates described on page 64. DSS/BLF keys that are programmed for feature code access can be used in place of the associated feature code or key in the procedures described in this FEATURES section. NOTE Executive and Standard keysets with DSS/BLF Units need to be identified in database programming and equipped with PCDPMs. PLACING AN INTERCOM CALL USING DSS/BLF KEYS: (1) To use the handset: Lift the handset. The display shows ENTER EXTENSION NUMBER. To use the speakerphone: While on hook, press the SPKR key or the IC key. The SPKR key lights. The display shows ENTER EXTENSION NUMBER. (2) If you want to place a private (non-handsfree) call to a keyset, press the pound (#) key. The display shows RING EXTENSION NUMBER. (3) Press the desired DSS/BLF key. If calling a keyset with handsfree answering enabled, you are immediately connected. If placing a private call, calling a hunt group, calling a single-line set, or calling a keyset with the Handsfree feature disabled, you hear repeating double tones until the call is answered. If the called OHVA-enabled station is busy and your station is enabled for immediate OHVA transmit, do not hang up when calling a busy keyset. Press the DSS/BLF key again. If the keyset’s secondary voice path is available, you are immediately connected for an off-hook voice announce call and may speak. (For more information concerning the Off-Hook Voice Announce feature, refer to page 133.) “DKTS Alternate Transient Display Timer” Station Flag And Timer Page 115 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TRANSFERRING CALLS TO STATIONS: (1) While on a call, press the desired DSS/BLF key. The call is placed on transfer hold. a. Transfer to a station that is forwarded to voice mail: You hear repeating double tones and the display shows DEST FORWARDED TO VOICE MAIL. b. Transfer to voice mail: The system waits for you to enter the mailbox number (display shows ENTER MAILBOX). Enter the desired mailbox number. If you do not enter a mailbox number before you hang up, the caller will be connected to the voice mail unit and must enter the mailbox number after listening to the introductory prompts. c. Transfer-to-park: If transferring to a park location, hang up or press HOLD to complete the transfer. Then page the desired party and announce the call. The party must reverse transfer the call. Note that if the call is not answered, it will recall your station if transferred directly or will recall the called transfer-to-park location’s attendant if transferred to hold. (2) If desired, wait for an answer and announce the call. If you are calling a device that does not accept handsfree calls (such as an automated attendant or transfer-to-park location), the display shows HANG UP TO FINISH TRANSFER. (3) You have the following options: To complete the transfer: Hang up or press another Call key. The display shows CALL TRANSFERRED TO (username). To transfer the call to hold: Press the HOLD key, or press the Special key ∞ and enter the Individual Hold feature code (336). The call will not ring or send call waiting signals until the Hold timer expires. To try another station: Press another DSS/BLF key. To return to the caller: Press the lit Call key, trunk key, or IC key. TO REVERSE TRANSFER (PICK UP) A CALL RINGING OR HOLDING AT ANOTHER STATION: EITHER, enter the Reverse Transfer feature code (4) and then press the DSS/BLF key of the station where the call is ringing. OR, press the desired DSS/BLF key and then press the Special key the Reverse Transfer feature code (4). Page 116 ∞ and enter Using DSS/BLF Keys (DSS/BLF Unit Or Keyset DSS/BLF) AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 USER-PROGRAMMABLE FEATURE KEYS Individual keyset keys can be designated as “user-programmable” in the keymaps during database programming. The installer can program the default feature codes and the station user can reprogram the feature codes as desired. Default keyset feature codes are shown on page 61. Up to 20 user-programmable keyset keys can be programmed to enter any of the general feature codes. The Executive Digital Keyset has a FWD key when the keys are in the default state. (However, it can be reprogrammed to use any of the Forward feature codes.) When the default Executive Digital Keyset FWD key is pressed, the display shows a menu of call forwarding options. The user must then select the desired option by pressing the corresponding key next to the display. If the FWD key is programmed to use any other Forward feature code (355-358) the forwarding options will not be displayed when the FWD key is pressed; the Executive Digital Keyset will operate the same as other keysets. Any keyset user can make any user-programmable key a FWD key that uses any one of the forwarding feature codes (355-358). Speed-dial keys are programmed using the procedure shown in paragraph 10.8. Entering an extension number, using the instructions in paragraph 10.7, will create a DSS/BLF key for that extension number, not a speed-dial key (even if the key was previously programmed as a speed-dial key). Secondary extension keys (described on page 62) can be assigned to user-programmable keys during keymap programming. If so, the keyset user can determine the primary station that is associated with the secondary extension key by using the feature key programming procedures given below. TO DISPLAY THE CURRENT KEY ENTRIES: (1) While on hook, enter the Review Keys code (396). The display shows PRESS THE KEY TO REVIEW. (2) Press the feature or speed-dial key(s) to be displayed. The display shows the feature, user name, or speed dial location name and KEY VALUE: (feature code, extension number, or location code). For a secondary extension key, the display shows SECONDARY: (station). TO RETURN THE KEYS TO DEFAULT VALUES: While on or off hook, enter the Feature Key Default feature code (395). If off hook, hang up. Display shows FEATURE KEYS DEFAULTED. TO PROGRAM A FEATURE CODE IN A USER-PROGRAMMABLE KEY OR ASSIGN A PRIMARY STATION TO A SECONDARY EXTENSION KEY: (1) While on hook, enter the Program Keys feature code (397). (Display keysets show PRESS THE KEY TO PROGRAM.) (2) Press the desired feature or secondary extension key. The display shows the current feature, station, or speed dial location name and KEY VALUE: (feature, extension, or location code). (3) Enter the feature code or extension number to be stored under that key. (If programming the FWD key, only Call Forwarding feature codes 355-358 will be accepted.) You hear a single progress tone when the programming is completed. (Display keysets show the newly programmed feature.) If you attempt to program a non-programmable key or enter an invalid code, you will hear repeating reorder tones and the feature code assigned to the key will remain unchanged. (Display keysets show NON-PROGRAMMABLE KEY or FEATURE CODE INVALID.) User-Programmable Feature Keys Page 117 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 NOTE If you do not enter a feature code, the programming mode times out when the Long Interdigit timer expires; the feature code assigned to the key remains unchanged. (4) To program other keys, repeat the procedure. TO CREATE A SPEED DIAL LOCATION IN A USER-PROGRAMMABLE KEY: (1) While on hook, enter the Program Keys feature code (397). (Display keysets show PRESS THE KEY TO PROGRAM.) (2) Press the desired feature key. The display shows the current feature, user, or speed dial location name and KEY VALUE: (feature or name). (3) Enter the Station Speed-Dial feature code (382) or the System Speed-Dial feature code (381). The display shows SELECT STN SPEED or SELECT SYS SPEED. (4) Enter the desired speed-dial bin number (0-9 for station, 000-999 for system). The display shows the current contents of that bin. (5) To program a new number in a station speed-dial bin, follow the instructions given on page 178. Administrators can use the procedures on page 26 to program system speeddial locations. STANDARD/ALTERNATE KEYMAP SWITCHING In database programming, each keyset is assigned a standard keymap and can also have an alternate keymap. The user can switch between the keymaps by entering a feature code. Having two keymaps provides the user with access to more features or trunks. In most situations, the user would have one key programmed with the Switch Keymap feature code (399) in each keymap so that it would be easy to change the keymap. (If the user-programmed key has a lamp, the lamp is lit when the alternate keymap is active.) When keymaps are switched, any user-programmable keys in the maps retain their user-programmed values; they are not returned to default during the switch. However, if the keymaps do not have the same user-programmable keys in the same positions, the location of individual keys may change when the keymaps change. If a user switches keymaps during an outside call, the call will appear on the appropriate trunk or Call key for that keymap. The key assignment may not be the same for both keymaps. For example, it could appear under a Call key on one map and an individual trunk key on the other. If a key is not available in the currently active keymap when a call rings in, the user will still see the correct display, hear ringing, and can answer as usual. TO SWITCH BETWEEN KEYMAPS WHEN THE STATION IS IDLE: While on hook, enter the Switch Keymap feature code (399). The display shows STANDARD KEYMAP IS ACTIVE or ALTERNATE KEYMAP IS ACTIVE. TO SWITCH BETWEEN KEYMAPS DURING A CALL: While on a call, press the Special key ∞ and enter the Switch Keymap feature code (399). The display momentarily shows STANDARD KEYMAP IS ACTIVE or ALTERNATE KEYMAP IS ACTIVE. Page 118 Standard/Alternate Keymap Switching AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AUTOMATIC CALL ACCESS This feature allows a keyset user to determine the way incoming calls are answered by entering a feature code to select the type of call access. The four variations are as follows: • No Automatic Call Access: The user hears intercom dial tone when the handset is lifted and must press a Call or individual trunk key (or the ANSWER key) to answer an outside call, or press the IC key (or Call key, if there is no IC key) to answer an intercom call. • Automatic Intercom Call Access Only: The user can answer ringing intercom calls by simply lifting the handset, but outside calls must be answered by pressing a Call key, an individual trunk key, or the ANSWER key. • Automatic Outside Call Access Only: The user can answer ringing outside calls by lifting the handset, but ringing intercom calls must be answered by pressing the IC key (or Call key, if there is no IC key). • Automatic Access For All Calls: The user can answer any ringing call by lifting the handset. If no call is ringing, the user hears intercom dial tone when the handset is lifted. (This is the way single-line sets work. When the system is in the default state, all keysets have this type of call access.) NOTE In any of the above variations, keyset users may still receive handsfree intercom calls (if enabled). The selected option determines how all types of ringing intercom or outside calls (direct calls, transferred calls, recalls, etc.) are answered. If more than one call is ringing at the station, the first call received is the first answered. When programmed for automatic outside call access, a station user with allowed answer, but without ring in, for a ringing trunk must always press an individual trunk key for that trunk, or enter the Automatic Trunk Answer feature code (350) to answer the incoming call. Transferred calls and recalls can be answered by lifting the handset. Camped-on calls cannot be answered by simply lifting the handset or pressing the SPKR key. For example, a station is programmed to automatically answer ringing outside calls, but requires pressing the IC key to answer ringing intercom calls. If a private intercom call rings in and is immediately followed by an outside call ringing in, the display shows the intercom call message and the outside call camps on. The intercom call also camps on when the handset is lifted. The user can then choose between the camped on calls by pressing either the IC key or the Call or individual trunk key (or ANSWER key). The automatic call access options outlined below can be programmed at keyset stations only. Single-line sets are designed to automatically answer ringing intercom and outside calls by lifting the handset and cannot be changed. TO PROGRAM OUTSIDE CALL ACCESS: To change the current outside call access option to its opposite (toggle on or off), enter the Automatic Trunk Access On/Off feature code (360). You hear a confirmation tone. The display shows AUTO TRNK ACCESS ON (or OFF). TO PROGRAM INTERCOM CALL ACCESS: To change the current intercom access option to its opposite (toggle on or off), enter the Automatic Intercom Access On/Off feature code (361). You hear a confirmation tone. The display shows AUTO IC ACCESS ON (or OFF). Automatic Call Access Page 119 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 MUSIC-ON-HOLD AND BACKGROUND MUSIC The Music-On-Hold feature not only makes waiting on hold as pleasant as possible, but it assures the holding party that the call is still connected. Keyset users can choose to listen to background music by entering the Background Music feature code (313). The system can be equipped with one or more optional external music sources for the MusicOn-Hold feature. The music source can be a customer-provided radio, tape player, or other device connected to the Central Processing Unit (CPU) Card and/or the Option Card(s) in the KSU. When a music source is installed, music-on-hold is enabled or disabled in database programming. If music is not desired, the system can be programmed for tick-tones or silence on hold. (The Background Music feature uses the music source connected to the CPU Card only). NOTE In some circumstances, there may be broadcast restrictions associated with the music heard by callers on hold. Check with the music’s original distributor and/or the radio station for copyright and broadcast restrictions concerning music-on-hold. In an AXXESS network, each node has its own music source(s). If a caller on Node 1 is holding for a user on Node 2, the caller hears the music on node 2. Note that if a caller is holding for a user on Node 1 and the call moves to Node 2 (due to a transfer, forward, or recall), the user will stop hearing the music on Node 1 and will begin hearing the music on Node 2. The music-on-hold option that will be heard by outside callers on the trunks in the trunk group can be set for music, tick tones, or silence. Throughout the manual, the term “music” refers to the selected option. Background music is interrupted for calls, pages, keyset programming, and ringing. TO TURN KEYSET BACKGROUND MUSIC ON OR OFF: While on or off hook, enter the Background Music On/Off feature code (313) or press the Analog Keyset's MUSIC key. If off hook, hang up. The display shows BACKGROUND MUSIC ON (or OFF). Page 120 Music-On-Hold And Background Music AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 MULTILINGUAL CAPABILITY NOTE This feature must be enabled in Premium Features. The AXXESS System provides a choice between English and Japanese prompts and displays. The system selects the language to use for each call, as determined by the trunk, station, and AXXESSORY Talk programming, as described below. Japanese prompts can be viewed only on the Digital display keysets. Analog keysets do not support Japanese displays. STATIONS A station flag in database programming determines the language that will be used by each station. If the station is programmed for English, all keyset displays will appear in English. Also, when the station is used for calling an AXXESSORY Talk application, the voice prompts will be in English (unless overridden, as described below). If programmed for Japanese, the displays will be in Japanese (Katakana) characters and the voice prompts will be in Japanese (unless overridden). By default, all stations are set for English. All displays and default messages in the system are provided in both English and Japanese. Keyset-programmed messages, including those programmed through the Administrator’s keyset, can include English or Japanese characters, or a combination. In displayed lists, such as directories, the English characters are alphabetized before the Japanese characters. Therefore, Japanese names will be at the end of the list, after the English names. When programming a feature that requires a time and date, the English keyset user will enter the date in the order “month, day, year” and the time in the order “time, AM/PM.” The Japanese keyset user will enter the date as “year, month, day” and the time as “AM/PM, time.” The displays show the time and date differently, as well. For example, the English display will show the time and date as “12:25 TUE NOV 28” and the Japanese display will show “TUE 11/ 28 12:25.” TRUNKS A flag in database programming determines the language that will be used by each trunk. If the trunk is programmed for English, callers who reach an AXXESSORY Talk application will hear the voice prompts in English (unless overridden, as described below). If programmed for Japanese, the voice prompts will be in Japanese (unless overridden). By default all trunks are set for English. DO-NOT-DISTURB AND REMINDER MESSAGES The system has default do-not-disturb and reminder messages in both English and Japanese. However, the Japanese messages can be reprogrammed only through an Administrator's station or database programming (see page 14). The language of the messages seen by the station user, both when programming his or her station and when calling another station that is in do-not-disturb, are determined by the station's programmed language. That is, if a station is programmed for Japanese, the user will see only Japanese messages when programing a message. If a Japanese-programmed station calls an English-programmed station that has selected do-not-disturb message 02, the Japanese station's user will see the Japanese version of message 02. NOTE: Only Digital keysets can be used for viewing Japanese prompts. Analog keysets do not support Japanese displays. When do-not-disturb or reminder messages are reprogrammed, the programmer should attempt to keep the meanings for the messages in both lists the same. That is, if the English do-not-disturb message 02 is changed to “PAGE ME,” a similar message should be programmed for the Japanese do-not-disturb message 02. Multilingual Capability Page 121 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CHANGE LANGUAGE FEATURE CODE A station user can change the assigned language for the station by entering the Change Language feature code only when the station is idle. TO CHANGE THE STATION’S LANGUAGE: Keyset: Enter the Change Language feature code (301) to change your station between English and Japanese, as desired. The display changes to the current language. Single-Line Set: Lift the handset and enter the Change Language feature code (301) to change your station between English and Japanese, as desired. (To verify the current language, you can call an AXXESSORY Talk application that does not override the device language.) A keyset user can assign the Change Language feature code to any user-programmable key. Changing a keyset’s language automatically changes any display. For example, if a station changes from English to Japanese while in do-not-disturb mode with message 02, the display would change from English message 02 to Japanese message 02. NOTE: Only Digital keysets can be used for viewing Japanese prompts. Analog keysets do not support Japanese displays. Page 122 Change Language Feature Code AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 INTERCOM CALLS NOTE FOR SINGLE-LINE SET USERS: When the procedures tell you to hookflash, quickly press and release the hookswitch. If you press the hookswitch to hang up, hold it down until the SL Hookflash Maximum timer expires (default value is 1.2 seconds); otherwise, the system recognizes it as a hookflash. The intercom can be used to place station-to-station calls that can be answered handsfree. Or, it can be used to place private (non-handsfree) calls. A station user that reaches a busy station can camp on, request a callback (queue), leave a message, or use the Off-Hook Voice Announce feature (if enabled). Other features that apply to both outside and intercom calls, as described later in this section of the manual, include placing calls on hold, call waiting, call transfer, reverse transfer, and call forwarding. The network allows handsfree intercom calls when calling from one node to another, unless the call camps on to the node before being sent to the other node. PROGRAMMING FOR PRIVATE INTERCOM CALLS A station user can place private (non-handsfree) intercom calls by pressing the pound (#) key before dialing the extension number. Or, the station can be programmed to always send and/or receive private calls using the Ring Intercom Always or Handsfree Disable features. Ring Intercom Always A station user can always place private calls by programming the station with the Ring Intercom Always feature code. While this feature is enabled, the called party hears repeating double tones and must lift the handset (or press the SPKR key, ANSWER key, or IC key) to answer. (If the station does not have an IC key, the call will appear under a Call key.) In the default database, all single-line stations have this feature enabled. TO TURN RING INTERCOM ALWAYS ON OR OFF: Keyset: While on hook, enter the Ring Intercom Always On/Off feature code (377). The display shows RING IC ALWAYS ON (or OFF). Single-Line Set: Lift the handset. Enter the Ring Intercom Always On/Off feature code (377). Keyset Handsfree Enable/Disable A keyset user can always receive private calls by disabling the keyset Handsfree Answering feature using the Handsfree On/Off feature code, as described in the following paragraph. The keyset user hears repeating double tones when receiving an intercom call and must lift the handset (or press the SPKR, ANSWER, or IC key) to answer while Handsfree Mode is disabled. TO ENABLE OR DISABLE HANDSFREE MODE: While on hook, enter the Handsfree On/Off feature code (319). The display shows HANDSFREE MODE ON (or OFF). Intercom Calls Page 123 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 STATION-TO-STATION CALLING Receiving Intercom Calls TO RECEIVE AN INTERCOM CALL ON A KEYSET: If you hear a double tone and a call announcement (handsfree call), and the SPKR key is lit, respond handsfree or lift the handset. (Display keysets show IC TO [username] to identify the source of the call.) If you hear repeating double tones (private call), lift the handset, or press the SPKR, ANSWER, or IC key to respond handsfree. (Display keysets show INTERCOM CALL FROM [username] to identify the source of the call.) Executive Digital Keysets: Instead of answering the call, you may press one of the following menu keys: — SEND TO V-MAIL: This option appears only if you have an AXXESSORY Talk mailbox. Pressing this key sends the call directly to your mailbox greeting. — IC CALL TO DND: Pressing this key will send do-not-disturb tones to the caller and allow you to program a do-not-disturb message. If using a display keyset, the caller will see DO-NOT-DISTURB. (See page 189 for detailed instructions on using Do-Not-Disturb.) TO RECEIVE AN INTERCOM CALL ON A SINGLE-LINE SET: When you hear repeating double tones, lift the handset. TO RECEIVE A TRANSFERRED-TO-HOLD INTERCOM CALL: NOTE If the station does not have an IC key, the call will appear under a Call key. Keyset: When the IC key (or Call key) is fluttering and the display shows [calling station] TFR FROM [transferring station], lift the handset and press the IC key (or Call key). Or, while on hook, press the IC key (or Call key) to speak handsfree. You are connected to the caller. (Executive Digital Keyset users have the same menu key options as described for a ringing intercom call.) Single-Line Set: When you hear a page announcing that a call is holding at your station, lift the handset (at your station) and enter the Individual Hold feature code (336). You are connected to the caller. Page 124 Station-To-Station Calling AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Placing Intercom Calls When placing an intercom call, begin dialing before the Dial Initiation timer expires. If the timer expires, the system drops the connection and sends reorder tones. TO PLACE AN INTERCOM CALL: NOTE In the procedure below, if you want to place a private (non-handsfree) call to a keyset, press the pound (#) key before dialing the extension number. (1) Standard or Basic Keyset: To use the handset: Lift the handset. The display shows ENTER EXTENSION NUMBER. To use the speakerphone: Skip to step 2 (begin dialing). The SPKR key lights. The display shows ENTER EXTENSION NUMBER. Executive Digital Keysets: Lift the handset or begin dialing as described above. The display shows ENTER EXTENSION NUMBER. You may press one of the following menu keys: — IC DIRECTORY: Press this key to use the Intercom Directory feature. Refer to page 181 for instructions. — OUTSIDE CALL: If you would rather make an outside call, press this key and refer to the instructions on page 135. Single-Line Set: Lift the handset. (If the DTMF decoders are busy, you hear silence. Hang up and try again.) (2) Dial an extension number. The number can be 0 for the attendant, a station extension number, or a hunt group pilot number. (Display keysets show the number dialed.) If you dial too slowly, the Interdigit timer may expire and you will hear reorder tones. One of the following will occur: a. If calling a handsfree keyset station, speak after you hear a double tone. The display shows IC TO [user name]. b. If placing a private call or calling a single-line station, a hunt group, or a keyset with handsfree disabled, you hear repeating double tones until the call is answered. The display shows CALL RINGING FOR [user name]. When the call is answered, the display shows IC TO [user name]. Executive Digital Keyset users can press one of the following menu keys while the call is ringing: — LEAVE MESSAGE: This key appears only if you have called a station. Press this key to leave a message waiting indication at the station. Refer to page 129 for details. — LEAVE VOICE MAIL: This key appears only if the called station has an AXXESSORY Talk mailbox. Press this key to call the station's AXXESSORY Talk mailbox. c. Station-To-Station Calling If you dial an invalid number, you hear reorder tones. Display keysets show INVALID NUMBER. If you do not have an assigned attendant and you dialed 0, the display shows NO ATTENDANT PROGRAMMED. If you dialed a hunt group number with no assigned stations, the display shows NO MEMBERS IN HUNT GROUP. Page 125 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 d. If the called station is busy, the display shows [username] IS BUSY. You have the following options (in addition to the Executive menu keys described above): 1. Disconnect: Hang up and try later. If dialing handsfree (keysets only), press the SPKR key to disconnect. 2. Camp on: Do not hang up, your call camps on. When the called station is available, a private call is placed. Refer to paragraph on the next page for details. 3. Request a callback (queue): This is similar to camping on except that you hang up and wait for the busy station to be available. For more information, refer to paragraph 15.18. Executive Digital Keyset users can press the QUEUE menu key. e. If you hear a repeating signal of four fast tones and a pause, the station is in donot-disturb. You can use the Queue Callback feature or, if enabled on your keyset, use the Do-Not-Disturb Override feature to place a non-handsfree call to the station by pressing the Special key ∞ and entering the Do-Not-Disturb Override feature code (373) or pressing the Executive Digital Keyset OVERRIDE DND menu key. f. If the called station is busy, in do-not-disturb, or there is no answer, you can leave a message waiting indication with the station itself or with the station’s message center. For details, refer to page 129. (Executive Digital Keyset users can press the LEAVE MESSAGE or LEAVE VOICE MAIL menu key.) g. If the called station is a busy keyset, and if all the necessary conditions for OHVA are enabled, you can complete the call using the Off-Hook Voice Announce feature. For a complete explanation of this feature, refer to page 133. Page 126 Station-To-Station Calling AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 INTERCOM CAMP ON AND QUEUE CALLBACK Camp-on and queue requests allow the caller to wait for an available resource. A station user waiting for a specific resource (a trunk or a station) will be served before a station user waiting for a group that contains that specific resource (trunk group or hunt group). This includes camped on Emergency Call feature (911) calls – if the Emergency Call feature uses a trunk group, requests for specific trunks will be processed ahead of the emergency call. Camp On When a station user calls a busy station or hunt group, the system sends a busy signal. The caller can wait off hook to camp on (after the Camp-On timer expires) and hear music while waiting until the called station is available. The system periodically sends call waiting signals to the busy station(s). A user can camp on to busy stations on other nodes and will hear the other node's music-onhold while camped on. If a station enables do-not-disturb while an intercom call is camped on, the camped-on caller is removed from the camped on state and that caller receives do-not-disturb indications (see page 147). Intercom callers cannot camp on to a station that is in do-not-disturb. TO CAMP ON TO AN EXTENSION NUMBER: If you hear a busy signal when calling an extension number and wish to camp on, do not hang up. You hear music (if enabled) while camped on. When the station is available, a private call is automatically placed and you hear repeating double tones until the call is answered. The display shows WAITING FOR [username]. Executive Digital Keysets: You may press one of the following menu keys: — LEAVE MESSAGE: This key appears only if you have called a station. Press this key to leave a message waiting indication at the station. Refer to page 129 for details. — LEAVE VOICE MAIL: This key appears only if the called station has an AXXESSORY Talk mailbox. Press this key to call the station's AXXESSORY Talk mailbox. — QUEUE: Press this key to request a callback when the resource is available, as described below. Intercom Camp On And Queue Callback Page 127 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Busy Station Queue Callback When a called station is busy or in do-not-disturb, the caller can request a callback (queue) and hang up until the station is available. This can be done even if the call camps on. Each station can have only one active queue callback request at a time. The Queue Callback feature can also be used when calling a hunt group if all stations are unavailable. A user cannot queue onto busy resources on another node. Queue callbacks must be answered before the Queue Callback timer expires. If a callback is not answered, the queue is cancelled. If the station is busy when called back, the queue request is placed behind any other waiting queue requests. Queue callbacks do not follow forwarding and are not blocked by do-not-disturb mode. TO REQUEST A CALLBACK FROM A STATION: (1) Keyset: When you hear a busy signal or do-not-disturb signal (a repeating signal of four fast tones and a pause) when calling an extension number, press the QUEUE menu key or press the Special key ∞ and enter the Queue Callback feature code (6) and hang up. The display shows QUEUE REGISTERED FOR [username]. Single-Line Set: When you hear a busy signal or do-not-disturb signal when calling an extension number, hookflash and enter the Queue Callback feature code (6). Then hang up. (2) When the queued station is available, your station will ring. (Display keysets show [username] IS NOW AVAILABLE.) Lift the handset or press the ANSWER key. A private call is automatically placed to the queued station. Executive Digital Keysets: You may press one of the following menu keys: CANCEL QUEUE: To cancel the queue request, press this key without lifting the handset. ANSWER: You may press this key instead of lifting the handset to answer the queue callback using the speakerphone. TO CANCEL A QUEUE REQUEST (BEFORE THE QUEUED STATION BECOMES AVAILABLE): Keyset: While on hook, enter the Queue Callback feature code (6). The display shows QUEUE REQUEST CANCELED. Single-Line Set: Lift the handset, enter the Queue Callback feature code (6), and hang up. Page 128 Intercom Camp On And Queue Callback AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 INTER-STATION MESSAGES Intercom callers may leave a message waiting indication if a called station is busy, if there is no answer, if the station is in do-not-disturb, or when they are connected to or placed on hold by another station. Users are allowed to leave message for, and respond to messages from, users on other nodes. There are two messaging options: • Have the called party return your call. (Display keysets show the source and time of the message.) When the called party responds to the message indication, a call is automatically placed to your station. • Leave a message with the called party’s message center. (Display keysets show that a message was left with the keyset user’s assigned message center.) When the called party responds to the message indication, a call is automatically placed to his or her message center. To signal that a message is waiting, a called keyset’s MSG key flashes and the display shows the number of waiting messages. Each time the MSG key is pressed, the display shows the message source for each of the waiting messages in the order they were received. For messages from stations, the display shows MSG: (station) and the date and time of the message. For messages from AXXESSORY Talk mailboxes, the display shows XX MESSAGES FROM MBOX XXXX to indicate the number of waiting messages in each mailbox that left a message. (This is especially helpful at stations with multiple mailboxes.) For single-line sets, a system programming option can be enabled that sends six short message waiting tones when the user lifts the handset or presses the hookswitch. Any station, AXXESSORY Talk application, hunt group, or off-node device can be designated as the message center for a station. However, a station cannot be programmed as its own message center. If the designated message center is a voice mail hunt group, the voice mail hunt group is called after the Message Wait timer expires. When the voice mail unit answers the call, the called party's “mailbox” is automatically dialed. The caller can then leave a message in the mailbox. The called party's MSG key flashes and the message display will indicate that the message was left by the voice mail hunt group. Each station user can leave message waiting indications at more than one station. If more than one message is received from one station, the message display will show only the first message and all other requests will be ignored. When a station is forwarded or has system forwarding, and a caller leaves a message waiting indication after calling the forwarded station, the message indication appears at the original station instead of the station that received the forwarded call. LEAVING MESSAGES TO LEAVE A MESSAGE WAITING INDICATION: (1) When calling a station, if you hear a busy signal, do-not-disturb signal (repeating signal of four fast tones and a pause), or the call is not answered: Keyset: Press the MSG key or press the Special key ∞ and enter the Message feature code (365). The station will receive a message waiting indication. The display shows HANG UP OR WAIT FOR MESSAGE CENTER. Single-Line Set: Hookflash and enter the Message feature code (365). (2) To have the called party call you: Hang up or press a trunk key or the IC key to disconnect before the Message Wait timer expires. The display shows MESSAGE LEFT FOR [username]. Inter-Station Messages Page 129 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 To leave the message with the called party’s message center: Do not hang up. When the Message Wait timer expires, a private call is automatically placed to the called party’s message center. (If the message center is a voice mail hunt group, the called party’s mailbox is automatically dialed after the voice mail unit answers the call.) Leave your message with the message center and hang up. The called station receives message waiting indications. If the message center does not answer the call (that is placed after the timer expires), the display will show that the message was from your station and you will be called when the station user responds to the message indications. The display shows MESSAGE LEFT FOR [username]. NOTE If the station you are calling does not have a designated message center, you will hear dial tone immediately after pressing the MSG key. The station will receive a message waiting indication. Silent Messages Silent messages can be placed while on or off hook without making an intercom call to the station. (This method should be used by analog voice mail units.) TO LEAVE A SILENT MESSAGE: Executive Digital Keyset: While on hook, press the MSG key. Then press the LEAVE MESSAGE menu key. The display shows LEAVE MESSAGE ON EXTENSION. Enter the desired extension number. The number is shown on the display. (If desired, you can press the IC DIRECTORY menu key to use the intercom directory to look up a number. Refer to page 181 for instructions.) Other Keysets: While on hook, enter the Silent Message feature code (367). Then dial the extension number of the desired station. Single-Line Set: Lift the handset and enter the Silent Message feature code (367). Then dial the extension number of the desired station and hang up. Canceling A Message Waiting Indication That You Left Occasionally, you may wish to cancel a message waiting indication that you left, before the station user responds to the message. If the message was left with the station’s message center, you cannot cancel the message waiting indication; only the message center can cancel that message. Use the procedure outlined below to cancel a message that you left. TO CANCEL A MESSAGE YOU LEFT: (1) Executive Digital Keyset: While on hook, press the MSG key. Then press the CANCEL MESSAGE menu key. The display shows CANCEL MESSAGE ON EXT#. (If desired, you can press the IC DIRECTORY menu key to use the intercom directory to look up a number. Refer to page 181 for instructions.) Other Keysets: While on or off hook at your station, enter the Cancel Message feature code (366). (Display shows CANCEL MESSAGE ON EXT #). Single-Line Set: Lift the handset and enter the Cancel Message feature code (366). (2) Page 130 Enter the extension number of the station that has the message indication that you wish to cancel. You hear intercom dial tone if off hook, or confirmation tone if on hook. The display shows MESSAGE CANCELED FOR [username]. (If a message was not present at the called station, you hear reorder tones and the display shows NO MESSAGES TO CANCEL.) Leaving Messages AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 RESPONDING TO MESSAGES Viewing Waiting Messages TO VIEW RECEIVED MESSAGES AT A DISPLAY KEYSET: (1) If your MSG key is flashing, one or more messages are waiting and the display shows YOU HAVE XX MESSAGES. Executive Digital Keyset: While on hook, press the VIEW MESSAGES menu key. Then press PREVIOUS or NEXT to scroll to the desired message. Other Keysets: While on hook, press the MSG key repeatedly to view waiting messages. (2) A displayed message will show MESSAGE RECEIVED FROM EXT XXXX. If desired, you can answer or cancel a message while it is displayed, as described below. Answering Messages TO ANSWER MESSAGES AT A DISPLAY KEYSET: (1) When the desired message is displayed (as described above), press the # key or the REPLY menu key while on or off hook. Depending on how the message was left, an intercom call is placed to either the station that left the message or your message center. NOTE If, when you respond to the message, the called station is unavailable (does not answer a private call, is busy, or is in do-not-disturb), your MSG key continues to flash (and the display indicates a waiting message) unless you immediately leave a message before hanging up or cancel the message after hanging up. The message waiting indications are cancelled automatically only when you have actually connected with the called station. Message indications from voice mail will only be cleared if you save or delete the waiting voice mail message. The MSG key will re-light if you clear the message indication without saving or deleting the voice mail. (2) If the MSG key continues to flash, there is another message (display shows the next message). Repeat step 1. TO ANSWER MESSAGES AT A NON-DISPLAY KEYSET OR SINGLE-LINE SET: (1) Keyset: If you see a flashing keyset MSG key, press the MSG key. Depending on how the message was left, an intercom call is placed to either the station that left the message or your message center. Single-Line Set: If you hear single-line message waiting tones (six tones) after lifting the handset or hookflashing when the station is idle, enter the Message feature code (365). Depending on how the message was left, an intercom call is placed to either the station that left the message or your message center. If the called station does not answer, is busy, or is in do-not-disturb, you may hang up or leave a message at that station before hanging up. You will continue to receive message waiting indications (MSG key flash or tones), unless you left a message while attempting to retrieve the message or canceled the message after hanging up. The message waiting indications are canceled when you are actually connected with the called station. Message indications from voice mail will only be cleared if you save or delete the waiting voice mail message. The MSG key will re-light if you clear the message indication without saving or deleting the voice mail. (2) If message waiting indications continue, there is another message. Repeat this procedure. Responding To Messages Page 131 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Canceling A Waiting Message NOTE Message indications from voice mail will only be cleared if you save or delete the waiting voice mail message. The MSG key will re-light if you clear the message indication without saving or deleting the voice mail. TO CANCEL A DISPLAYED MESSAGE WITHOUT ANSWERING AT A KEYSET: (1) When the message you wish to cancel is displayed (as described on the previous page), remain on hook and press the asterisk (*) key or the DELETE menu key. The message is cancelled. (2) If the MSG key continues to flash, there is another message (display shows the next message). Either respond to it or cancel it. TO CANCEL A MESSAGE WITHOUT ANSWERING AT A SINGLE-LINE SET OR WITHOUT DISPLAYING MESSAGES AT A KEYSET: (1) If you receive message waiting indications, enter the Cancel Current Message feature code (368). The message is cancelled. (2) If you continue to receive message waiting indications, there is another message. Either respond to it or cancel it. Alternate Message Source The Alternate Message Source feature was developed to enable a voice mail unit to leave messages through a station or hunt group that is designated as its alternate message source. When a message is left on the voice mail unit for a station user that has an assigned mailbox, the called station receives the message waiting indications. If it is a display keyset, the display shows MESSAGE RECEIVED FROM [alternate message source] rather than from the voice mail circuit. When the station user retrieves the message, an intercom call is placed to the alternate message source. To make efficient use of multi-port analog voice mail units (not AXXESSORY Talk voice mail applications), the ports are placed in a voice mail hunt group and the voice mail hunt group’s pilot number is assigned as the alternate message source for each of the individual voice mail ports. When a user responds to a message left by one of the voice mail ports, the pilot number is automatically dialed and the call circulates through the hunt group until a voice mail port is available. Without the alternate message source hunt group, the call would return only to the port that left the message and would not circulate through the hunt group. A station’s message center or alternate message source does not need to be on the same node as the station. It can be a station, hunt group, AXXESSORY Talk application, or any off-node device. Page 132 Responding To Messages AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 OFF-HOOK VOICE ANNOUNCE (OHVA) The Off-Hook Voice Announce (OHVA) feature allows an intercom caller (either single-line or keyset) to establish voice contact with the called keyset user, even though the user already has a call in progress on the handset. The called keyset user can then talk freely on both connections, using the handset for the original call and the speakerphone for the OHVA intercom call. Note that the caller on the handset call will be able to hear the OHVA call. In an AXXESS network, intercom callers can establish OHVA calls to keysets on other nodes. A PC Data Port Module (PCDPM) must be installed on Digital Keysets to provide the secondary voice path needed for the OHVA feature. The Analog 12- and 24-line keysets do not require any additional equipment. To enable the OHVA, the following must be completed: • The OHVA system flag must be enabled. (When the system is in the default state, this flag is enabled.) • Each data port-equipped keyset can be programmed for placing and/or receiving OHVA calls. (By default, OHVA is disabled at the station level.) • Other keyset and single-line stations can be programmed for placing OHVA calls, as desired. Keysets without PC Data Port Modules and single-line sets cannot receive OHVA calls since they do not have secondary voice path circuitry. (By default, OHVA is disabled at the station level.) • DSS/BLF-equipped Digital Keysets can be programmed to override the Camp-On and OHVA Screening timers and make “immediate” OHVA calls. This is a useful option for attendant stations. Any combination of OHVA-enabled and -disabled stations is available through database programming. For example, all attendants may be programmed to make, but not receive, OHVA calls, while other stations are allowed to receive, but not place, OHVA calls. OHVA calls cannot be processed if the secondary voice path or the speakerphone of the called keyset is not available. This occurs when the keyset has a different OHVA call in progress, has an active data call in progress, is on an active handsfree intercom or outside call, has handsfree disabled, has a call being changed from handset to speakerphone, has a headset enabled, or is in do-not-disturb. Also, OHVA calls are not possible if the caller is placing a private intercom call or has the Ring Intercom Always feature enabled. TO PLACE AN OFF-HOOK VOICE ANNOUNCE CALL: (1) (2) When placing an intercom call to a busy OHVA-enabled keyset, do not hang up. You hear busy signals until the Camp-On and OHVA Screening timers expire. (If you hear music after the Camp-On timer expires, conditions for an OHVA call were not met and you are camped-on. See page 127.) OFF-HOOK VOICE ANNOUNCE KEYSET WITH PCDPM Ext. 1103 1 Caller places a call to ext. 1002 and hears busy signal Ext. 1002 ACTIVE CALL ON HANDSET 2 Display shows INTERCOM CALL FROM 1103 3 After 5 seconds, call is established on speaker, if not blocked. When the OHVA Screening timer expires (and if the keyset's secondary voice path is available), you are automatically connected to the called party's speakerphone. Off-Hook Voice Announce (OHVA) Page 133 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TO PLACE AN IMMEDIATE OFF-HOOK VOICE ANNOUNCE CALL (KEYSETS WITH DSS/BLF KEYS ONLY): NOTE This method can only be used if the database has been programmed to allow keysets with DSS/BLF keys to bypass the Camp-On and OHVA Screening timers. (1) When an intercom call is placed using the DSS/BLF key, to a busy OHVA-enabled keyset, do not hang up. (2) Press the DSS/BLF key for that keyset again. If the keyset’s secondary voice path is available, you are immediately connected and may speak. TO RECEIVE AN OFF-HOOK VOICE ANNOUNCE CALL (OHVA-ENABLED KEYSETS ONLY): (1) While on a call using the handset, you hear a camp-on tone (display shows CALL ANNOUNCE FROM [username]). Do nothing. When the OHVA Screening timer expires, you hear a double tone. You are connected with the intercom caller via the speakerphone. Your original call remains connected on the handset. NOTE If you press MUTE while speaking to the caller on the speakerphone, the handset microphone will be muted and the caller on the handset will not hear you or the OHVA caller. Press MUTE again to enable the handset. (2) To terminate the OHVA call: Press the lit SPKR key or have the OHVA caller hang up. If you terminate the original call by hanging up the handset, you remain connected to the OHVA call in the handsfree intercom mode. TO BLOCK AN OFF-HOOK VOICE ANNOUNCE CALL (OHVA-ENABLED KEYSETS ONLY): Page 134 (1) While on a call using the handset, you hear a camp-on tone (displays CALL ANNOUNCE FROM [username]). To cause the intercom call to camp on, press the SPKR key. The IC key flashes. (2) If you wish to send do-not-disturb signals to the camped-on call, press the DND key. Off-Hook Voice Announce (OHVA) AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 OUTSIDE CALLS When a trunk is selected for receiving or placing an outside call, the voice channel is seized and cannot be used by any other station (unless the Conference feature is used, see page 154). If the desired trunk is busy, the station user can camp on or request a callback (queue). Other features that apply to both outside and intercom calls are discussed later in this section of the manual. They include placing calls on hold, call waiting, call transfer, reverse transfer, conferencing, and call forwarding. Refer to page 104 for an explanation of outgoing-access, allowedanswer, and ring-in assignments. PLACING OUTSIDE CALLS Keysets can be programmed to select a trunk, a trunk group, or ARS when a Call key is pressed. In the default state, all Call keys are programmed for ARS access. On display keysets, the dialed number is displayed with hyphens separating the toll field, equal access field, area code, office code, hookflashes, pauses, asterisks, pounds, Centrex codes, and/ or absorbed digits. When the system absorbs local trunk digits, the digits are displayed even when they are not dialed. (For example, if 423 is absorbed and 6767 is dialed, 423-6767 is displayed.) NOTE When placing a call, begin dialing before the Dial Initiation timer expires. If the timer expires, the system drops the trunk connection and sends repeating reorder tones. This prevents a trunk from being tied up accidentally. TO PLACE AN OUTSIDE CALL: (1) Lift the handset. (Keyset users can dial on hook by skipping this step.) (2) Select an outgoing trunk, using one of the methods below. The associated individual trunk or Call key flashes slowly. (If on hook, the SPKR key is lit.) NOTE: You must have outgoing access to a trunk to seize it. Executive Digital Keyset: Press the OUTGOING menu key. Any Keyset: Select a trunk using one of the following methods: a. Press an individual trunk key for direct access. b. Enter a trunk group access code (9201-9299, 93000-93003) or press a trunk group key. This selects a trunk in the chosen trunk group. (If the group has not been programmed, the display shows NO TRUNKS IN TRUNK GROUP.) c. If your station is programmed to select a trunk group when a Call key is pressed, press a Call key for outgoing access. d. Refer to the Automatic Route Selection (ARS) procedure on the next page. e. Enter the Outgoing Calls feature code (8). This automatically selects an outgoing trunk according to the programmed outgoing access mode for your station. Single-Line Set: Select a trunk using one of the following methods: f. Enter the Outgoing Call feature code (8). This automatically selects an outgoing trunk according to the programmed outgoing access mode for your station. g. Enter a trunk group access code (9201-9299, 93000-93003). h. Refer to the Automatic Route Selection (ARS) procedure on the next page. Outside Calls Page 135 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (3) You hear one of the following signals: a. Outside dial tone: Manually dial, speed dial, or redial the desired telephone number or use the outside directory. (Display keysets show the numbers dialed. When dialing is ended and the call is determined to be valid, the display shows the elapsed time and call cost.) If you hear repeating reorder tones, you dialed a restricted number. Also, if you dial too slowly and the Interdigit timers expire, the call may be dropped, and you will hear repeating reorder tones. If using a keyset that is on hook, you may lift the handset to speak privately. Go to the next step. On keysets, an individual trunk or Call key flashes slowly and the display shows the call cost and elapsed time. Executive Digital Keyset users may press one of the following menu keys: 1. OUTSIDE DIR: This key appears only if you are using ARS. Press the key to use the outside directory as described on page 181. 2. STN SPEED DIAL: Press this key to use a station speed-dial number as described on page 176. 3. SYS SPEED DIAL: Press this key to use a system speed-dial number as described on page 174. 4. REDIAL: Press this key to redial the last number dialed (or saved) as described on page 186. b. Single progress tone: Enter a forced account code using the keypad keys or a preprogrammed speed-dial key (refer to page 141). The display shows ENTER ACCOUNT CODE and the digits as they are entered. You hear outside dial tone when the code is accepted. On keysets, an individual trunk or Call key flashes slowly. c. (4) Repeating reorder tones: You are restricted from the trunk group chosen; choose another trunk group. Or, you are restricted to using ARS only; try again using ARS (see paragraph ). The display shows OUTGOING ACCESS DENIED. After dialing the call, you can place it on hold, transfer it, set up a conference, enter optional account codes, etc. as described in this manual. Executive Digital Keysets have menu keys for easy use of outside call features. If you dialed an invalid or restricted telephone number, you hear reorder tones and the display shows INVALID OUTSIDE NUMBER or RESTRICTED OUTSIDE NUMBER. (5) To use the speakerphone, if equipped: If off hook, speak handsfree when the party answers. If on hook, press SPKR and hang up. To change from speakerphone to handset: Lift the handset and speak. The SPKR key goes off. You may later transfer back to the speakerphone by pressing the SPKR key and hanging up. (6) Page 136 To terminate the call: If on hook, disconnect by pressing the SPKR key. If off hook, hang up. Placing Outside Calls AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TO PLACE A CALL USING AUTOMATIC ROUTE SELECTION: (1) Keyset: While on or off hook, enter the Automatic Route Selection feature code (9200), or press the ARS key. You hear dial tone. Single-Line Set: Lift the handset and enter the Automatic Route Selection feature code (9200). You hear a single progress tone followed by dial tone. NOTE If required, enter a forced account code using the keypad or a pre-programmed speed-dial key (see page 141). Display keysets show ENTER ACCOUNT CODE and the digits as they are entered. You hear a progress tone when the code is accepted. (2) Dial the telephone number. Use the MUTE key to backspace if you make a mistake. Include the area code, if needed. You hear one of the following signals. a. Single progress tone: Your call is being placed. The associated individual trunk or Call key flashes slowly. Executive Digital Keyset users have the same options as described for outgoing calls on the previous page. b. Busy signals, then music: All of the trunks in the route group are busy. 1. Camp-on and wait for the trunk. 2. To request a callback (queue): The system places your station in a queue for the trunk. When you hear ringing and the display shows TG XXXX [or group name] IS NOW AVAILABLE, lift the handset; keyset users may also need to press the fast flashing Call key or individual trunk key (or the ANSWER key). You hear dial tone and digits being dialed. The associated individual trunk or Call key flashes slowly. 3. Repeating reorder tones: You are restricted from the number dialed or from using the route selected. The display shows INVALID OUTSIDE NUMBER or RESTRICTED OUTSIDE NUMBER. If the number that you dialed does not match any of the programmed ARS route group patterns, the display shows UNABLE TO ROUTE CALL. Placing Outside Calls Page 137 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 RECEIVING OUTSIDE CALLS TO RECEIVE AN OUTSIDE CALL: Keyset: You will hear one of the following signals when receiving an outside call. Repeating long tones and a Call key or individual trunk key is flashing at the fast rate: A call is ringing in. Lift the handset and/or press the flashing individual trunk key, flashing Call key, or ANSWER key. (Executive Digital Keyset users with a programmed voice mail extension can press the SEND TO V-MAIL menu key to transfer the call to voice mail.) The individual trunk or Call key flashes slowly during the call. (Display keysets show [trunk name] RINGING IN.) Intercom call or page announcing a call and a Call key or individual trunk key is flashing at the fast rate: A call has been transferred to your station. Lift the handset and/or press the flashing individual trunk key, flashing Call key, or ANSWER key. (Executive Digital Keyset users with a programmed voice mail extension can press the SEND TO V-MAIL menu key to transfer the call to voice mail.) The individual trunk or Call key flashes slowly during the call. Display keysets show TG XXXX [or group name] TFER FROM EX XXXX [or user name]. An individual trunk key is flashing at the fast rate, there is no ring signal, and you have allowed answer for the trunk. You may hear ringing on another keyset: Press the fast-flashing individual trunk key as described above or enter the Automatic Trunk Answer feature code (350). (The ANSWER key cannot be used to answer these calls.) Single-Line Set: You hear a page announcing a transfer and/or repeating long tones: A call is ringing in. Lift the handset; you are connected to the caller. You hear a call ringing in on another station and you have allowed answer: Lift the handset and enter the Automatic Trunk Answer feature code (350). You are connected to the lowest-numbered trunk ringing in for which you have allowed answer. TO RECEIVE A CALL THAT WAS TRANSFERRED TO HOLD: When you hear a page announcing that an outside call is holding at your station (a Call key or individual trunk key is fluttering): Keyset: Lift the handset and/or press the fluttering Call key or individual trunk key, or press the ANSWER key. You are connected to the caller. Single-Line Set: Lift the handset and press the HOLD key or enter the Individual Hold feature code (336). You are connected to the caller. Page 138 Receiving Outside Calls AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 KEYSET ON-HOOK MONITORING A keyset user with a speakerphone can monitor the call (listen to a recorded message, wait for the call to be answered, or wait on hold), and then speak handsfree when answered. TO USE ON-HOOK MONITOR: (1) While on a call, press the SPKR key and hang up. If you do not want to be heard and if the MUTE key is not lit, press the MUTE key or MUTE menu key, or press the Special key ∞ and enter the Microphone Mute On/Off feature code (314). You can hear the other party (if the microphone is muted, you cannot be heard). The SPKR key is lit (and the MUTE key is lit if the microphone was muted). (2) To return to the conversation: You may lift the handset or speak handsfree. (If the microphone was muted, press the lit MUTE key or the UNMUTE menu key to speak. The MUTE key goes off.) KEYSET GROUP LISTEN FEATURE The Group Listen feature allows a keyset user to transmit a conversation over the keyset speaker while in handset or headset mode. This allows other people in the room to listen to the conversation. However, the keyset microphone remains disabled so that only the headset or handset user can speak. This feature cannot be used on a handsfree call. The user must be on a call using the handset or a headset before entering the feature code. Group Listen cannot be used on single-line sets. TO TURN THE GROUP LISTEN FEATURE ON OR OFF DURING A CALL: While on a call using the handset or a headset, press the Special key ∞ and enter the Group Listen feature code (312). You hear a confirmation tone and the display shows GROUP LISTEN ON or GROUP LISTEN OFF. (The other party will not hear the confirmation tone.) When the Group Listen feature is active in handset mode, the SPKR lamp will remain unlit. This allows the user to place the call into handsfree mode at any time during the call by pressing the SPKR key. When the feature is active in headset mode, the SPKR lamp is lit. Pressing the key will disconnect the call. The Group Listen feature code can be programmed under a feature key or DSS/BLF key just like any other feature. The key functions as a toggle. If the key has a lamp, it is lit when the feature is activated and unlit when the feature is turned off. If the Group Listen feature is active when an OHVA call is received by the keyset, the OHVA call will camp on (because the speaker is busy). Keyset On-Hook Monitoring Page 139 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TRUNK CAMP ON AND BUSY TRUNK CALLBACK (QUEUE) Camp-on and queue requests allow the caller to wait for an available resource. A station user waiting for a specific resource (a trunk or a station) will be served before a station user waiting for a group that contains that specific resource (trunk group or hunt group). This includes camped on Emergency Call feature (911) calls. Camp On When a station user attempts to select a busy outgoing trunk or trunk group, the system sends a busy signal. The station user can wait off hook to camp on until the trunk is available. A user can camp on to busy resources on other nodes and will hear the other node’s music-onhold while camped on. When the system has several routing options for a call, it tries to use each route, in order, until it finds a free route. If it is unable to find a free route, the system tries once again to use the first route. If the first route is still busy, the system camps on to the first route. TO CAMP ON TO AN OUTGOING TRUNK GROUP: (1) When you hear a busy signal after selecting an outgoing trunk, do not hang up. You camp on and hear music until a trunk in the trunk group is available. The display shows WAITING FOR [trunk name]. (2) When you hear a single progress tone and outside dial tone, dial the desired telephone number. The associated Call key or individual trunk key flashes slowly. Busy Trunk Callback (Queue) If you attempt to select a busy outgoing trunk group and hear a busy signal or if you camp on, you can request a callback (queue) and hang up until the system signals your station that a trunk in the trunk group is available. Each station can place only one queue request at a time. If a second request is made, the first request is cancelled and replaced by the second request. A user cannot queue onto busy resources on another node. Queue callbacks must be answered before the Queue Callback timer expires. If a callback is not answered, the queue is cancelled. If the station is busy when a trunk in the queued trunk group becomes available, the queue request is placed at the end of the queue list. TO QUEUE A BUSY OUTGOING TRUNK: (1) Keyset: When you hear a busy signal while selecting a trunk or if you are camped on, press the QUEUE key or press the Special key ∞ and enter the Queue Callback feature code (6) and hang up. The display shows QUEUE REGISTERED FOR [trunk name]. Single-Line Set: When you hear a busy signal while selecting a trunk or if you are camped on, hookflash and enter the Queue Callback feature code (6). Hang up. (2) Your station rings when the queued trunk is available. (Display keysets show TG XXXX [or group name] IS NOW AVAILABLE.) (3) Keyset: Lift the handset and/or press the fast-flashing Call key, individual trunk key, or the ANSWER key. Then dial the desired telephone number. The associated Call key or individual trunk key flashes slowly. If ARS was used when the call was placed originally, the number is dialed automatically. Single-Line Set: Lift the handset and dial the desired number. If all DTMF decoders are busy when your station is called back, the system sends repeating reorder tones instead of dial tone and the queue is cancelled. If ARS was used when the call was placed originally, the number is dialed automatically. Page 140 Trunk Camp On And Busy Trunk Callback (Queue) AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TO CANCEL A QUEUE BEFORE THE CALLBACK: Keyset: While on hook, press the CANCEL QUEUE key or QUEUE key. Or enter the Queue Callback feature code (6). The display shows QUEUE REQUEST CANCELED. Single-Line Set: Lift the handset and enter the cancel Queue Callback feature code (6). Hang up. ACCOUNT CODES Account codes are 3- to 12-digit codes that can be used in conjunction with the Station Message Detail Recording (SMDR) feature to aid record keeping. Account codes can be assigned to measure telephone use and/or to identify calls for customer billing. There are Standard, Forced, and Optional types of account codes. The account code, when used, is recorded in the SMDR report as soon as the call is completed. If more than one account code is entered during a call, the last account code that was entered is recorded. Database-Programmed Account Codes Any station can be assigned a standard account code or one of six types of forced account codes (four are ARS dependent). Or, if desired, the station can have no associated account code. There can be up to 256 standard and 256 forced account codes in the database (512 of each in a triple- or quad-cabinet system). The account code types are: Account Codes • Standard: Standard account codes automatically appear in the SMDR printout to identify calls from this station. The station user is not required to enter any digits during the call. • Forced – All Calls Validated: If this type of account code is enabled, the user must enter a forced account code before an outside call can be placed. If the code matches one of the pre-programmed forced account codes in the database, the call is allowed. If the code does not match, the call is blocked. Stations with this account code type cannot forward calls to outside telephone numbers. • Forced – All Calls Non-Validated: With this account code type, the user must enter an account code before placing an outside call. The code is not checked against any lists and the call is allowed as soon as the code is entered. Stations with this account code type cannot forward calls to outside telephone numbers. • Forced – Local Toll Calls Validated: This account code type requires the user to enter an account code after dialing a local toll call number (a toll call within the local area codes) or a long distance call when using ARS. If the code matches one of the pre-programmed forced account codes in the database, the call is allowed. If the code does not match, the call is blocked. Stations with this account code type cannot forward calls to outside telephone numbers. • Forced – Local Toll Calls Non-Validated: This account code type requires the user to enter an account code after dialing a local toll call number (a toll call within the local area codes) or a long distance call when using ARS. The code is not checked against any lists and the call is allowed as soon as the code is entered. Stations with this account code type cannot forward calls to outside telephone numbers. Page 141 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 • Forced – Long-Distance Toll Calls Validated: When this account code type is enabled, the user only has to enter an account code if the system detects that a long distance call (a toll call outside of the local area codes) has been dialed when ARS is used. If the code matches one of the pre-programmed forced account codes in the database, the call is allowed. If the code does not match, the call is blocked. Stations with this account code type cannot forward calls to outside telephone numbers. • Forced – Long-Distance Toll Calls Non-Validated: When this account code type is enabled, the user only has to enter an account code if the system detects that a long distance call (a toll call outside of the local area codes) has been dialed when the ARS is used. The code is not checked against any lists and the call is allowed as soon as the code is entered. Stations with this account code type cannot forward calls to outside telephone numbers. • None: If the user will not be required to enter an account code, this option is selected. The user may still use optional account codes or enable the Account Code For All Calls Following feature, as desired. If the AXXESS System is installed in a network, the network validates account codes against the account code table on the same node as the caller. The account code follows the call as it moves from node to node and appears on every SMDR record associated with the call. However, if an optional account code is entered during the call, that account code will be used in the SMDR report. If ARS Dial Rule #5 (Add Account Code) is enabled, the account code must be entered before end of dialing for it to be included in the dialed digits. Forced, standard, and “all calls following” account codes are automatically entered before the digits. If using an optional account code, it must be entered after seizing a trunk, but before dialing the number, to be included in the ARS digits. Optional Account Codes Optional account codes can be entered at any time during a call. These user-defined codes are not pre-programmed, but must be within the maximum length set in programming. If entered, optional account codes are printed in the SMDR report for that call in place of standard or forced account codes that may have been used. TO ENTER AN OPTIONAL ACCOUNT CODE AFTER SELECTING A TRUNK OR WHILE ON AN OUTSIDE CALL: (1) Keyset: Press the Special key ∞ and enter the Optional Account Code feature code (390). (Display keysets show ENTER ACCT CODE.) The outside party, if any, does not hear you enter the code. Single-Line Set: Hookflash and enter the Optional Account Code feature code (390). The outside party, if any, hears music until step 2 is completed. (2) Page 142 Enter the account code using the keypad; keyset users may press a speed-dial key to enter an account code number that has been stored in that speed-dial number location. (Display keysets show numbers.) You hear a single progress tone when the code is accepted. Single-line users are reconnected when the system accepts the account code. (If an account code is entered that has fewer than the programmed maximum number of digits, press # to return to the call. Pressing will cancel the account code entry.) Account Codes AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Enabling The Account Codes For All Calls Following Feature You can use the Account Code For All Calls Following feature to enter an account code once and apply it to all calls placed from that phone until the feature is canceled. The account code is stored in system memory and is used for all calls made by that station. It affects other account code programming as follows: • Forced: If forced account codes are enabled for the station, the “all calls following” account code is used for all calls and the station user will not be prompted to enter an account code until the “all calls following” code is canceled. NOTE: If account codes are validated, and the Account Code For All Calls Following is an invalid code, calls will not be allowed at the station until the code is removed or reprogrammed. • Standard: If standard account codes are enabled for the station, the “all calls following” account code overrides the standard code. • None: If no forced or standard account codes are enabled for the station, the “all calls following” code will be used as an optional account code. • Optional: In the event that this feature is in effect and an optional account code is also entered, the optional account code will override the “all calls following” account code for that call only. All subsequent calls will be associated with the “all calls following” account code. To cancel this feature, the feature code is entered without an account code (just press minate programming). # to ter- TO ENTER AN ACCOUNT CODE AND USE IT FOR ALL FOLLOWING CALLS: (1) Keyset: Enter the Account Code For All Calls Following feature code (391). (Display keysets show ENTER ACCT CODE.) Single-Line Set: Lift the handset and enter the Account Code For All Calls Following feature code (391). (2) Enter the account code using the keypad; keyset users may press a speed-dial key to enter an account code number that has been stored in that speed-dial number location. If an account code is entered that has fewer than the programmed maximum number of digits, press # to terminate the code. (Display keysets show numbers.) You hear a single progress tone when the code is accepted. TO CANCEL THE ACCOUNT CODE FOR ALL CALLS FOLLOWING FEATURE: (1) Keyset: Enter the Account Code For All Calls Following feature code (391). (Display keysets show ENTER ACCT CODE.) Single-Line Set: Lift the handset and enter the Account Code For All Calls Following feature code (391). (2) Account Codes If on hook, lift and replace the handset or press # to exit. If off hook, hang up. Page 143 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 PLACING CALLS ON HOLD There are several ways to place intercom and outside calls on hold. While on hold, the caller hears music (if equipped). There are three hold applications in the AXXESS System: • Individual hold places the call on hold at one station. It can then be picked up directly at that station or it can be picked up at another station using the Reverse Transfer feature. • System hold places the call on hold so that it can then be picked up directly at any keyset station that has an individual trunk key and has allowed-answer and/or outgoing access for the associated trunk, or at the station that placed it on hold. Attempting to place a conference on system hold will place the conference on individual hold. Intercom calls cannot be placed on system hold. Single-line sets cannot place calls on system hold; attempting to do so at a single-line station will place the call on individual hold. In a network setting, when a user puts a trunk on system hold, only that user and users on the same node as the trunk can access the call. • Consultation hold allows a single-line set user to pause during a call, use other system features, and then return to the caller by hookflashing. If a single-line set user attempts to hang up after placing a call on consultation hold, the call recalls the station. If a call remains on hold until the Hold timer expires, it recalls the station where it is on hold and the Recall timer is started. If it is still unanswered when the Recall timer expires, it recalls the station’s attendant and the Abandoned Call timer is started. (If the station does not have an attendant, the call continues to recall at the station that placed it on hold.) If the call is not answered before the Abandoned Call timer expires, the call is disconnected by the system. For users’ convenience, the system has two Hold timers: Hold and Hold - Alternate. In the default state, the Alternate timer is set for a longer time period than the Hold timer. However, both timers are programmable. The “Alternate Hold Timer” station flag determines which timer each station will use. If the flag is disabled, the station uses the Hold timer. If it is enabled, the station uses the Alternate timer. NOTE Keyset users can avoid the Hold timer by muting the microphone during a call instead of placing the call on hold. If this is done, the caller will not hear music-on-hold and will not recall the station. INDIVIDUAL HOLD TO PLACE AN INTERCOM OR OUTSIDE CALL ON INDIVIDUAL HOLD: (1) While on the call: Keyset: Press the HOLD key or press the Special key ∞ and enter the Individual Hold feature code (336). You hear intercom dial tone and the Call key, individual trunk key, or IC key flutters. Single-Line Sets: Hookflash and enter the Individual Hold feature code (336). You hear intercom dial tone. (2) Hang up or place another call. TO RETURN TO THE CALLER ON INDIVIDUAL HOLD: Keyset: Lift the handset and/or press the fluttering IC key for intercom calls, or the Call key or individual trunk key (or the ANSWER key) for outside calls. Single-Line Set: Lift the handset and enter the Individual Hold feature code (336). Page 144 Placing Calls On Hold AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 SYSTEM HOLD (KEYSETS ONLY) NOTE Intercom calls and conferences cannot be placed on system hold. If you attempt to do so, the call or conference will actually be placed on individual hold. TO PLACE AN OUTSIDE CALL ON SYSTEM HOLD (KEYSETS ONLY): (1) While on a call, press the Special key ∞ and enter the System Hold feature code (335). You hear intercom dial tone and the associated Call key or individual trunk key flutters. (2) Hang up or place another call. TO RETURN TO A CALL ON SYSTEM HOLD (KEYSETS ONLY): At any keyset that shows a fluttering individual trunk key for the call and has allowedanswer and/or outgoing access for that trunk, lift the handset and/or press the fluttering key. At the keyset that placed the call on hold, press the fluttering individual trunk or Call key CONSULTATION HOLD TO USE CONSULTATION HOLD (SINGLE-LINE SETS ONLY): (1) While on a call, hookflash to place the call on consultation hold. You hear three short tones followed by dial tone. (2) You can place a call or enter a feature code. NOTE If you hang up while the call is on consultation hold, the call will immediately recall your station. If you hang up after dialing an extension number, the call will transfer to that station. (3) Return to the caller on hold by hookflashing. HOLD RECALL TO ANSWER A HOLD RECALL: When the recall rings at your station (display shows [station or trunk] RECALLING), lift the handset or press the ANSWER key. (Executive Digital Keyset users can press the ANSWER menu key.) Single-line sets are automatically connected; keyset users may need to press the flashing Call or individual trunk key. System Hold (Keysets Only) Page 145 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 MICROPHONE MUTE Whether handsfree or using the handset, you can temporarily turn off your microphone while on a call. The call is still connected; you can hear the other party, but they cannot hear you. Since the call is not placed on hold, no timer is activated. The MUTE key is lit when the microphone is muted; the light will go off when you press the MUTE key to re-enable the microphone. If you press the MUTE key while speaking to an off-hook voice announce caller on the speakerphone, the handset microphone will be muted and the caller on the handset will not hear you or the OHVA caller. When you press MUTE again, the handset microphone is re-enabled. You cannot mute the microphone on your keyset while your call is on hold at another station. MUTING THE KEYSET MICROPHONE: Page 146 (1) To temporarily turn off your microphone while on a call, press the MUTE key or MUTE menu key, or press the Special key ∞ and enter the Microphone Mute On/ Off feature code (314). The MUTE key is lit and the display shows MICROPHONE MUTE ON. If off hook, do not hang up (unless you press the SPKR key first). (2) Press the lit MUTE key or UNMUTE menu key, or press the Special key ∞ and enter the feature code (314) to turn the microphone on. The MUTE key goes off and the display shows MICROPHONE MUTE OFF. Microphone Mute AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CALL WAITING While a station is in use, incoming intercom and outside calls camp on until the busy station is available. The busy party hears a single camp-on tone every 15 seconds (unless the Camp-on Tone timer is changed or camp on tones are disabled at the station). A station programming flag (Camp-On Indications) allows camp-on tones to be enabled or disabled for incoming intercom and outside calls. This flag is programmed on a station-by-station basis. The DID/E&M Receive Busy Instead Of Camp-On station flag determines whether E&M and DID callers will receive busy signal or receive ringback and camp on when calling a busy station. In the default state, busy tones are disabled and the callers will hear ringback while camped on to the called station. This flag is programmed on a station-by-station basis. TO RESPOND TO CALL WAITING USING A KEYSET: NOTE If, while on a call, you hear a single camp-on tone and/or see the IC key, a Call key, or an individual trunk key flashing fast, you have a call waiting. The display indicates the type of call that is waiting (intercom, outside, recall, etc.). If you are a hunt group member, the display shows the number of calls camped on to the hunt group. Do one of the following: (1) If you wish to end the current call, hang up. A waiting outside call rings as an incoming call; an intercom call rings as a private call. Answer as usual. If you wish to place the current call on hold, press the HOLD key or press the Special key ∞ and enter the Individual Hold feature code (336). The Call key, individual trunk key, or IC key flutters (unless an intercom call is camped on, in which case the IC key flashes fast until the camped on call is picked up, then the IC key flutters). Answer the waiting call by pressing the flashing Call key, individual trunk key, or IC key. Executive Digital Keysets: You may press one of the following menu keys: (2) • ANSWER: Press this key to end the current call and answer the ringing call. • SEND TO V-MAIL: This key appears only if you have an AXXESSORY Talk mailbox. Press this key to transfer the call to your mailbox. • IC CALL TO DND: Pressing this key will send do-not-disturb tones to the caller. If using a display keyset, the caller will see DO-NOT-DISTURB. To return to the holding call: Press the fluttering individual trunk key, Call key, or IC key. TO RESPOND TO CALL WAITING USING A SINGLE-LINE SET: When you hear a single camp-on tone every 15 seconds while you are on a call, another call is waiting. Do one of the following. (1) If you wish to end the current call, hang up. The call rings at your station. Lift the handset to speak to the waiting caller. If you wish to place the current call on hold, hookflash and then enter the Individual Hold feature code (336). You are connected with the waiting caller. Call Waiting Page 147 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (2) To return to the first call on hold: If you wish to end the current call, hang up. Return to the holding call by lifting the handset and entering the Individual Hold feature code (336). If you wish to place the current call on hold and connect with the original call: Hookflash and then enter the Individual Hold feature code (336) twice. TO MOVE A CAMPED-ON INTERCOM CALL TO DO-NOT-DISTURB: While on a call, you hear call waiting signals: Executive Digital Keyset: Press the DO-NOT-DISTURB or IC CALL TO DND menu key. Other Keysets: Press the DND key or enter a Do-Not-Disturb feature code (370 or 372). The DND key lights. The intercom caller is no longer camped on and receives do-not-disturb indications. Single-Line Set: Hookflash and enter a Do-Not-Disturb feature code (370 or 372). The intercom caller is no longer camped on and receives do-not-disturb indications. Hookflash twice to return to the current call. Page 148 Call Waiting AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CALL TRANSFER FEATURE CODES There are two feature codes for transferring intercom and outside calls to other stations, AXXESSORY Talk applications, hunt groups, off-node devices, or outside telephone numbers. The call transfer options are as follows: • Transfer to ring: You can transfer intercom or outside calls to another station, an AXXESSORY Talk application, a hunt group, or an outside telephone number. • Transfer to hold: Either intercom or outside calls can be transferred to another station and placed on hold using this feature. NOTE For information on screened and announced transfers from automated attendants, refer to page 152 in AXXESS SYSTEM FEATURES and page 206 in AXXESSORY TALK FEATURES. TRANSFERRING CONFERENCE CALLS An established conference can be transferred to a station. While the transfer is taking place, the parties in the conference remain connected to each other and may converse. The transfer will appear at the destination station in the same manner as any other transferred call along with a CONFERENCE TFR FROM (username) display and may be answered by the station user. TRANSFER TO A SYSTEM FORWARD When a station user transfers a call to the principal station of a system forwarding path, the Handsfree Announce System Forward system-wide flag determines what the caller will hear. If enabled, the caller will place a handsfree call to the principal station and can announce the transfer (the call does not enter the forwarding path). If the option is disabled, the transferring station user will hear ringing and can announce the call only if it is answered by the principal station or one of the forwarding points. TRANSFERS AND OUTSIDE CALLS If a station user answers another call while a party is waiting on transfer hold, the waiting party will be moved to individual hold at that station. If the Hold timer expires while a call is on transfer hold, the call will recall the station. The station user must return to the call on hold and begin the transfer process again. There may be some reduction in voice volume when an outside call is transferred to an outside telephone number depending on the quality of the trunks being used. TRANSFER-TO-CONNECT STATION FLAG If the Transfer-To-Connect Allowed station flag is enabled, an announced transfer call (including an announced transfer from voice mail) connects immediately with the destination once the transferring party hangs up. (If the flag is disabled, the recipient must press a Call key or the ANSWER key to answer the transferred call). If the user has a headset enabled, or if the station user picks up the handset for the initial call and the transferring party disconnects, the transferred party will hear a single tone and then be immediately connected without any further action from the station user. (Calls will not automatically connect in handsfree speakerphone mode.) This flag only applies to keysets and is disabled by default. Call Transfer Page 149 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TRANSFER TO RING TO TRANSFER A CALL OR CONFERENCE: (1) Keyset: While on a call, press the TRANSFER key or press the Special key ∞ and enter the Transfer to Ring feature code (345). You hear intercom dial tone. The display shows TRANSFER CALL TO EXTENSION. Single-Line Set: While on a call, hookflash. You hear tones followed by intercom dial tone. (2) EITHER, Select an outgoing trunk group or press the OUTSIDE PHONE menu key, and dial the desired telephone number. If all trunks in the trunk group are busy, select another trunk group or camp on and wait for a trunk. If you hear repeating reorder tones, you dialed a restricted telephone number. To return to the caller on transfer hold, press the lit Call key, trunk key, or IC key (keyset) or hookflash twice (single-line set). OR, Dial the desired extension number or press a speed-dial key, the VOICE MAIL menu key, or the MESSAGE CENTER menu key. (Executive Digital Keyset users can use the Directory feature by pressing the IC DIRECTORY menu key.) The number can be a station extension number, 0 for the attendant, a hunt group pilot number, a voice mail extension number, or a transfer-to-park location number. a. Transfer to a station that is forwarded to voice mail: You hear repeating double tones and the display shows DEST FORWARDED TO VOICE MAIL. b. Transfer to voice mail: The system waits for you to enter the mailbox number (display shows ENTER MAILBOX). Enter the desired mailbox number. (Executive Digital Keyset users can use the Directory feature by pressing the IC DIRECTORY menu key, if the system is validating mailbox numbers.) If you do not enter a mailbox number before you hang up, the caller will be connected to the voice mail unit and must enter the mailbox number after listening to the introductory voice prompts. c. Transfer-to-park: If transferring to a park location, complete the transfer. Then page the desired party and announce the call. The party must reverse transfer the call. Note that if the call is not answered, it will recall your station if transferred directly or will recall the called park location’s attendant if transferred to hold. (3) If desired, wait for an answer and announce the call. If you are calling a device (such as an automated attendant) that does not accept call announcements, the display shows HANG UP TO FINISH TRANSFER. (4) You have the following options: To complete the transfer: Hang up or press another Call key. The display shows CALL TRANSFERRED TO (username). To return to the caller: Press the fluttering Call key, trunk key, or IC key (keyset) or hookflash twice (single-line set). To try another station: Press the TRANSFER key or press the Special key ∞ and enter the Transfer to Ring feature code (345) and dial another extension number. To transfer the call to hold when calling a station (KEYSETS ONLY): Press the HOLD key or the TRANSFER-TO-HOLD menu key. Or press the Special key ∞ and enter the Individual Hold feature code (336). The call will not ring or send call waiting signals until the Hold timer expires. Page 150 Transfer To Ring AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TRANSFER TO HOLD A call transferred to hold at a station does not ring or send a display message while holding. After the Hold timer expires, the station rings or sends call waiting signals. Also, calls transferred to hold do not recall the transferring party; they recall the receiving party’s attendant if unanswered after the Hold and Recall timers expire. Besides the procedure listed below, keyset users have an alternative method for transferring calls to hold; refer to step 4 in the previous procedure. TO TRANSFER A CALL TO HOLD: (1) Executive Digital Keyset: While on a call, press the TRANSFER-TO-HOLD menu key. The display shows TRANSFER CALL TO EXTENSION. Other Keysets: While on a call, press the Special key ∞ and enter the Transfer To Hold feature code (346). The display shows TRANSFER CALL TO EXTENSION. Single-Line Set: While on a call, hookflash and enter the Transfer To Hold feature code (346). (2) Dial the desired extension number. (Executive Digital Keyset users can use the Directory feature by pressing the IC DIRECTORY menu key.) (3) Hang up to complete the transfer. TO PICK UP A CALL THAT WAS TRANSFERRED TO HOLD: If a call was transferred to hold at your station: Keyset: When your IC key, a Call key, or individual trunk key is fluttering, lift the handset and/or press the fluttering key (or the ANSWER key for an outside call). You are connected to the caller. Single-Line Set: Lift the handset and enter the Individual Hold feature code (336). You are connected to the call. TRANSFER RECALLS If a call is transferred to another station and is not answered before the appropriate Transfer timer expires (and if it was not transferred to hold), the call recalls the transferring station’s recall destination (defaults to the station) and the Recall timer is started. The call rings until the Recall timer expires. If unanswered, it recalls the transferring party’s attendant and the Abandoned Call timer is started. (If the transferring station has no attendant, the call continues to recall at the transferring station.) If the call is not answered before the Abandoned Call timer expires, the call is disconnected by the system. In a network, a station’s transfer recall destination can be an off-node device. TO ANSWER A TRANSFER RECALL: Keyset: When the recall rings at your station, the display shows (username) RECALLING FROM (username). Lift the handset and/or press the ANSWER key. Press the medium-flashing Call key or individual trunk key, or press the ANSWER key if the call is not automatically connected. Single-Line Set: If you hear a repeating signal of four tones and a pause, lift the handset. You are immediately connected Transfer To Hold Page 151 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CALL SCREENING Calls transferred from the AXXESSORY Talk Automated Attendant or a Call Routing Announcement application can be screened, announced, or unannounced. Separate programming flags in the database determine the methods used for transferring calls to stations with mailboxes, stations with extension IDs, and extensions without mailboxes or IDs. When a call is received by an automated attendant or Call Routing Announcement application and the caller enters an extension number, the programmed Transfer Method determines how the call will be transferred. The Transfer Method flags can be programmed in the database. If allowed in mailbox programming, they can also be programmed by the mailbox user. (See page 232 in AXXESSORY TALK FEATURES.) The available Transfer Methods are as follows: • Announce Only: The caller is asked to state his or her name. Then the call is transferred to the associated extension number. When the station user answers the transfer, the AXXESSORY Talk plays the caller’s name and completes the transfer. • Screened: The caller is asked to state his or her name. Then the call is transferred to the associated extension number. When the station user answers the transfer, the AXXESSORY Talk plays the caller’s name. The station user has the options of replaying the name, sending the call to voice mail (if the extension has a mailbox), transferring the call to another extension, accepting the call, or rejecting the call. • Unannounced: The call is transferred to the associated extension number without announcing the call. This is the default method. Receiving An Announced Or Screened Transferred Call: Depending on the Transfer Method programmed for your mailbox or extension ID, one of the following will occur when you receive a call transfer from the automated attendant or a Call Routing Announcement application: • “Announce Only” Calls: When the caller enters your extension number, the system asks the caller to record his or her name. The AXXESSORY Talk then places a private call to your station. When you answer, it plays “You have a call from (caller's name).” It then completes the transfer and the transferred call rings at your station. Answer as usual. • “Screened” Calls: When the caller enters your extension number, the system asks the caller to record his or her name. The AXXESSORY Talk then places a private call to your station. When you answer, it plays “You have a call from (caller's name),” and gives you the following options: — To accept the call, press station. # or the ACCEPT menu key. The call will ring at your — To replay the announcement, press 1 or the REPLAY menu key. — To send the call to voice mail, press 2 or the SEND TO V-MAIL menu key. The caller is transferred to your mailbox and hears your personal greeting. — To forward the call to another extension, press 3 or the FORWARD menu key. Then enter the extension number. The call is sent to the other station. If that station has screened or announced transfers, the caller's name will be played again for that station. — To refuse the call, press or the REFUSE menu key, or simply hang up. The caller receives a recording that says you are not available and offers them the option of leaving a message. • Page 152 “Unannounced” Calls: This is the default method for transferring a call. The call is transferred to your station without any kind of announcement. Call Screening AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 REVERSE TRANSFER Calls ringing or recalling at a station, a hunt group, or a transfer-to-park location can be picked up at any other station, using this feature. Calls on hold can also be picked up from stations and from transfer-to-park locations. A user can reverse transfer a call from a station or a hunt group on another node. If more than one call is ringing or holding at the station or hunt group, a priority list determines which call is reverse transferred. Calls are selected in the following order, and if more than one call of the same type is at the station, the calls are picked up in the order they were received: (1) Ringing calls (2) Camped-on calls (3) Holding outside calls (4) Holding intercom calls If a call is reverse transferred from a hunt group announcement or overflow station, and a station in the hunt group becomes available, the call will be disconnected from your station immediately when answered by the hunt group station. A call cannot be reverse transferred from a station within a hunt group, using the pilot number, if the call was not a hunt group call. To reverse transfer the call, use the station’s extension number, not the pilot number of its hunt group. There is a programmable station flag called “Transient Call Indication On Call Answer” that determines whether the station user will see a call display when reverse transferring a call (or using a secondary extension key). If the flag is enabled, the display will indicate whether the call was ringing, recalling, transferred, or holding at the other station. TO REVERSE TRANSFER A CALL: EITHER, Lift the handset (keysets can remain on hook) and enter the Reverse Transfer (Call Pick-Up) feature code (4), then dial the extension or pilot number where the call is ringing or holding. You are automatically connected to the caller. OR, Lift the handset (keysets can remain on hook) and dial the extension or pilot number where the call is ringing or holding, then press the Special key ∞ or hookflash and enter the Reverse Transfer (Call Pick-Up) feature code (4). You are automatically connected to the caller. Reverse Transfer Page 153 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CONFERENCE CALLS Station users can establish multi-party conference calls without operator assistance. There can be up to four parties in a conference. In addition to the initiating station, the conference can include any combination of up to three intercom and/or outside calls. The CPU provides 12 conference channels (24 on a triple- or quad-cabinet system). Additional channels can be added, via DSP programming on the Options card, to support conferencing. NOTE During a conference, some reduction in voice volume may be noticed, depending on CO trunk quality. During a conference, if any station user presses a keypad key, the DTMF tones will be heard by all other parties in the conference. This allows conference callers access to DTMF-controlled devices. An established conference can be transferred to another station, using the call transfer feature described on page 149. While the transfer is taking place, the parties in the conference remain connected to each other and may converse. The transfer will appear at the destination station in the same manner as any other transferred call along with a CONFERENCE TFR FROM (username) display and may be answered by the party. NOTE REGARDING TRUNK SECURITY While this system is designed to be reasonably secure against CO trunk misuse by outside callers, there is no implied warranty that it is invulnerable to unauthorized intrusions and toll fraud. If the central office does not provide supervision it will not disconnect the call when one party hangs up; it is possible for a caller to remain connected to a CO trunk circuit. If this happens, and the caller begins dialing, the call could be placed through the AXXESS System and would then be billed to the system’s owner. The system cannot check this type of call for toll restriction and may not register the call in SMDR. This problem could arise when a call is connected to a station, when a call is in an unsupervised conference, or when a call is forwarded or transferred to the public network. In a network setting, a user can build a conference with party members (stations and/or trunks) on other nodes. The conference circuits used to build the conference will be allocated from the originating party’s node. Any party, not just the originating party, can add a party member to the conference. • If the party who adds the new member is on the originating party’s node, the party will be added to the conference circuit already allocated. This conference is still restricted to the four party limit. • If the party who adds the new member is not on the originating party’s node, a new conference circuit is allocated from the second node. Because this allows more than four parties in a conference, users should be warned that voice levels can be degraded as more parties are added to the conference. PLACING A CONFERENCE CALL TO PLACE A CONFERENCE CALL: (1) While on a call: Keyset: Press the CNF key or press the Special key ∞ and enter the Conference feature code (5). The party is on conference wait hold (hears music) and the CNF key flutters. The display shows CALL NEXT PARTY TO CNF. Page 154 Conference Calls AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Single-Line Set: Hookflash and enter the Conference feature code (5). The party is on conference wait hold (hears music). (2) Place an intercom or outside call to another party (or return to a call on hold) to be included in the conference. Executive Digital Keysets users can press the IC DIRECTORY or OUTSIDE DIR menu key to look up numbers, if desired. NOTE An existing conference is not a valid “party” for another conference. (3) Place the party on conference wait hold: Keyset: Press the CNF key again. Or press the Special key ∞ and enter 5 again. Single-Line Set: Hookflash and enter the Conference feature code (5). The party is on conference wait hold (hears music). (4) Repeat steps 2 and 3 until all desired parties are on conference wait hold (or the maximum allowed number has been reached). (5) Connect all waiting parties in the conference: Executive Digital Keyset: Press the CONNECT TO CONFERENCE menu key. All parties are connected. (Display shows CNF IN PROGRESS.) The CNF key and a Call key flash slowly. You can use the following menu keys: — HOLD: Press this key to place the conference on hold. — DISCONNECT: Press this key to remove your station from the conference. If there are no other stations in the conference, all parties are disconnected. If there is still another station in the conference, the parties remain connected. — ADD PARTY: This key appears only if you have not reached the maximum number of allowed parties. Press this key to leave the conference parties connected while you place another call to be added to the conference. — MUTE: Press this key to turn the keyset microphone on or off during the conference. — TRANSFER CNF: Press this key and enter an extension number to transfer the conference to another station or the Voice Mail application. Other Keysets: Press the CNF key again. Or press the Special key ∞ and enter 5 again. All parties are connected. (Display keysets show CNF IN PROGRESS.) The CNF key and a Call key flash slowly. Single-Line Set: When all parties are on conference wait hold, hookflash and enter the Conference feature code (5). All parties are connected. NOTE If the number of parties in your conference exceed the capacities of the system resources, you will hear reorder tone and see a display that tells you MAX NUMBER OF PARTIES EXCEEDED. To complete the conference setup, return to the parties on conference wait hold one by one (keyset users press the associated Call or IC key, single-line set users enter the Individual Hold feature code twice) and release parties until there are fewer than the maximum. Then repeat step 5 to connect the conference. Placing A Conference Call Page 155 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 ADD PARTIES TO A CONFERENCE TO ADD PARTIES TO AN EXISTING CONFERENCE (ANY INSIDE PARTY): NOTE This procedure cannot be performed if the maximum number of conference participants has been reached. Keyset: (1) During the conference, press the CNF key. The other parties remain connected. The Call key and CNF key flutter. (2) Place an intercom or outside call to the other party (or return to a call on hold) to be included in the conference and press the CNF key. (3) To connect all parties in a conference: Press the CNF key again. (4) To add another party: Repeat steps 1-3 again. Single-Line Set: (5) During the conference, hookflash. The other parties remain connected. (6) Place an intercom or outside call to the other party to be included in the conference (or return to a call on hold). Hookflash and enter the Conference feature code (5). (7) To connect all parties in a conference: Hookflash and enter the Conference feature code (5) again. (8) To add another party: Repeat steps 1-3 again. EXITING A CONFERENCE There are several options for leaving the conference: • Exit the conference by hanging up. The other parties remain connected only if at least one is a station (inside party). You cannot return to the conference. If there are no stations remaining in the conference, it is disconnected. • Leave the conference and allow the outside parties to remain connected by pressing the CNF key or entering the Conference feature code (refer to paragraph 24.9). You can return to the conference at any time. • End the conference and place all of the parties on individual hold (refer to paragraph 24.10). You can return to the parties one at a time. • Place the entire conference on hold (refer to paragraph 24.13). The conferenced parties remain connected. NOTE If a user attempts to place a conference call on system hold, the conference will be placed on individual hold. Page 156 Add Parties To A Conference AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Exiting And Re-Entering The Conference TO EXIT THE CONFERENCE AND LEAVE THE OTHER PARTIES CONNECTED (ANY INSIDE PARTY): Keyset: During the conference, press the CNF key and hang up. The CNF key and a Call key flutters. NOTE If all remaining parties are outside parties and the Hold timer expires while you are out of the conference, the conference recalls your station. The recall rings at your station and the CNF key flashes at the medium rate (display shows CONFERENCE RECALLING). Press the CNF key to return to the conference. If the recall is not answered before the Recall timer expires, it will recall the attendant. To return to the conference: Lift the handset and/or press the CNF key again. Single-Line Set: During the conference, hookflash and hang up. NOTE If the Hold timer expires while you are out of the conference, the parties recall your station. When the recall rings at your station, lift the handset to answer the recall. If the recall is not answered before the Recall timer expires, it will recall the attendant. To return to the conference: Lift the handset and/or enter the Conference feature code (5). End The Conference And Place All Parties On Hold TO END THE CONFERENCE AND PUT ALL PARTIES ON HOLD (ANY INSIDE PARTY): Keyset: During the conference, press the CNF key and hang up. The CNF key and a Call key flutters. The parties are still connected in a conference. To place the parties on individual hold: Press the HOLD key or enter the Individual Hold feature code (336). You can then return to each party individually by pressing the associated Call or IC key. Single-Line Set: During the conference, hookflash and hang up. The parties are still connected in a conference. To place the parties on individual hold: Lift the handset and enter the Individual Hold feature code (336). You can then return to each party individually by entering the Individual Hold feature code again. Exiting A Conference Page 157 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Placing The Entire Conference On Hold Any inside party involved in a conference can place the conference on hold at his or her station. The other conference parties remain connected and can converse. The station user that placed the conference on hold can then place calls or use system features while the conference is on hold. Then the user can return to the conference on hold. Note, however, that a conference may not be terminated while it is on hold. Once a station user has moved a conference to hold, the user may, if desired, establish another conference. Because each conference is established under a separate Call key, it is possible for the user to have access to any individual conference for further call processing. If the user elects to use the CNF key for conference access, the CNF key will rotate through the conferences in priority order. The CNF key will always reflect the status of the top-priority conference. The priority order for the CNF key when multiple conferences are in effect is: • Conference or call on transfer hold • Ringing (ring in, recall, or camp on) conference • Conference on hold • Active conference TO PLACE THE CONFERENCE ON HOLD (ANY INSIDE PARTY): (1) During a conference call: Keyset: Press the HOLD key or press the Special key ∞ and enter the Individual Hold feature code (336). The conferenced parties remain connected. The call and CNF keys flutter. Single-Line Set: Hookflash and then enter the Individual Hold feature code (336). The conferenced parties remain connected. NOTE If you do not return to the conference before the Hold timer expires, the conference will recall your station. If the recall is not answered, the conference will recall to your attendant’s station. At the attendant, the call will be terminated automatically after the Abandoned Recall timer if no inside parties are still in the conference and if it is not answered by the attendant. (If the attendant answers the call, a conference is reestablished with the attendant station as one of the conference parties.) (2) To return to the conference: Keyset: Press the HOLD key, CNF key, or the fluttering Call key. Single-Line Set: Lift the handset and enter the Conference feature code (5). Page 158 Exiting A Conference AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 RECORD-A-CALL NOTE This feature must be enabled in Premium Features. If your system is programmed with an AXXESSORY Talk Record-A-Call application, the stations can be programmed to use the Record-A-Call feature. It allows users to enter a feature code whenever they want to record an ongoing call in their designated Record-A-Call mailbox. Users can retrieve the recorded messages later, just as they would any other mailbox messages. When a user requests the Record-A-Call feature, the system establishes a conference call with the current call parties and a mailbox. If there are no conference circuits available when the user requests Record-A-Call, or if there are already four parties on the call, the user hears reorder tones and cannot use the feature. The Record-A-Call mailbox records the call as a voice mail message. All parties will be included in the recording. If desired, the Record-A-Call mailbox can be programmed to play a message announcing that the Record-A-Call feature is in progress. There can be separate messages for day and night modes. To signal to the other parties that the Record-A-Call feature is in use, a system-wide Record-ACall Tone flag can be enabled during system programming. If the flag is disabled, there will be no alerting tone. If enabled, the beep will occur periodically throughout the call. The RecordA-Call Tone Interval timer determines how often this tone is generated. If the timer is set to 0, the tone is generated only when the feature is first activated. There are three ways a station can be programmed to use this feature: • The station can be programmed to use its personal mailbox, or another mailbox, as the assigned Record-A-Call mailbox. Only this assigned mailbox can be selected. (This is the default programming for all stations.) • The station can be programmed with a default mailbox box, but with the option of selecting a different mailbox. If the user chooses to not enter a mailbox number, the system automatically selects the default mailbox. In a network setting, the Record-A-Call destination does not have to be on the same node as the station, but the AXXESSORY Talk must be programmed with a mailbox for that station. When the requesting station user hangs up, all parties are automatically disconnected. If all parties on the call hang up, except the requesting station user, an intercom call will remain connected between the requesting station and the Record-A-Call application. This allows the user to make additional comments before ending the recording. When the station user turns off Record-A-Call or ends the call being recorded, the system delivers the message to the mailbox. The associated station will receive message waiting indications as usual. Record-A-Call can be used during Agent Help and three-party conference calls. However, it cannot be used by a hunt group supervisor who is monitoring a station. If a station that is being monitored enables Record-A-Call, the monitor feature will be terminated and Record-A-Call will be allowed. Monitoring will not be allowed on a station while it is using Record-A-Call. The Record-A-Call feature code can be assigned to a user-programmable feature key. If the feature key has a lamp, it flashes while the Record-A-Call conference is being set up and is lit while the feature is active. Record-A-Call Page 159 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 The programmer can set a maximum length for Record-A-Call messages. The Record-A-Call Maximum Message Length timer can be set at 0-600 minutes. A 0 setting allows messages of any length, limited only by the available disk space. The default is 30 minutes. (This overrides the mailbox’s maximum message length setting. However, if a Record-A-Call message exceeds the maximum message length, the mailbox will be considered full until that Record-A-Call message is deleted.) As with any other conference call, any inside party involved in a Record-A-Call conference can use the Hold, Transfer, Agent Help, or other features. However, if any inside party has enhanced speakerphone enabled, the enhanced mode will be disabled when the conference begins and must be re-enabled if desired. TO USE RECORD-A-CALL: (1) Keysets: Press the Special key ∞ and dial the Record-A-Call feature code (385) or press the RECORD-A-CALL menu key. The display shows REQUESTING RECORD-A-CALL. Single-Line Sets: During a call, hookflash and dial the Record-A-Call feature code (385). Page 160 (2) If required or allowed, enter the desired mailbox number. The display shows ENTER MAILBOX NUMBER. (If you do not enter a mailbox number, and you have a default Record-A-Call mailbox, the system will automatically select your default mailbox. If you do not have a default mailbox, the feature will time out or can be canceled by pressing # or ACCEPT.) (3) You hear a confirmation tone when the Record-A-Call feature is activated. The display shows RECORD-A-CALL IN PROGRESS. (4) To turn off Record-A-Call, repeat step 1 or end the call. The display shows RECORDA-CALL TERMINATED. Record-A-Call AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AGENT HELP NOTE This feature must be enabled in Premium Features. The Agent Help feature allows a station user to request help from a designated “Agent Help Extension” during a two- or three-party call. When the request-for-help call rings, the Agent Help Extension can choose to join the call or reject the request. The Agent Help Extension can be a supervisor or other station, an extension list, or a hunt group. In database programming, there are two fields for each station that affect how this feature operates. • The Agent Help Extension field determines the station that is called when the Agent Help feature code is entered at the station. This can be set to any valid extension number for a station, extension list, or hunt group, or it can be set to “None.” • The User-Keyed Extension flag, if enabled, allows the user to select the station that will receive the Agent Help request, even if a default Agent Help Extension is programmed as described above. AGENT HELP EXT USER KEYED RESULT Ext. number Disabled The Agent Help Extension is called when the feature code is entered. Ext. number Enabled The user is prompted to enter the desired number after the feature code is entered. If a number is not entered before the dialing timer expires, the programmed Agent Help Extension number is dialed automatically. None Enabled The user is prompted to enter the desired number after the feature code is entered. None Disabled The user hears reorder tone if the feature code is entered. When a station user enters the Agent Help feature code, a private call is placed to the station's Agent Help Extension. While the call is ringing at the supervisor's extension, neither the requesting user nor any other parties on the call can hear the private call ringing. If the supervisor answers the call, the system creates a conference to include the supervisor in the requesting user's original call. If the Agent Help Extension is a keyset, the microphone is muted and the supervisor cannot be heard unless he or she presses the MUTE key. If the Agent Help Extension is a single-line set, 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. In a network setting, the Agent Help Extension does not need to reside on the same node as the user requesting Agent Help. The type of station instrument determines how the Agent Help Extension is alerted: • Agent Help Display Keyset: If the Agent Help Extension is a display keyset, the display shows that the incoming private call is an Agent Help request and identifies the username of the requesting station. The Agent Help Extension can choose to reject the call by not answering it or by entering the Agent Help Reject feature code (376). The call appears under the IC (or a Call key if there is no IC key). Page 161 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 • Non-Display Keysets and Single-Line Sets: The Agent Help Request private call rings just as any private intercom call would; there is no way to distinguish it. If the Agent Help Extension is an extension list or hunt group, the private call circulates as usual until it is answered. If an Agent Help request is not answered before the Forward No Answer timer expires, the request is considered rejected. To signal to the other parties that the Agent Help Extension has joined the call, a system-wide Agent Help Tone flag can be enabled during database programming. If the flag is disabled, there will be no alerting tone. A timer, called the Agent Help Tone Interval timer, determines how often this tone is generated. If the timer is set to 0, the tone is generated only when the Agent Help Extension enters the call, a party is added to the call, or the call is placed on hold and retrieved. If the Agent Help feature code is assigned to a keyset feature key with a lamp, the lamp status shows the following: • The lamp flashes when the Agent Help Extension is being called. • The lamp goes off if the Agent Help request is rejected or the feature is terminated. • The lamp is lit solidly when the Agent Help Extension is in the conference. When the requesting station user hangs up, all parties are automatically disconnected. The Agent Help Extension can leave the call at any time, without affecting the other parties, by hanging up. If the other party (or parties) hang up first, the requesting station and the Agent Help Extension remain connected in an intercom call. The requesting station can cancel the request (or remove the Agent Help Extension from the call) by re-entering the Agent Help feature code, thereby terminating the feature. If necessary, the requesting station in an Agent Help call can use the Hold, Transfer, Record-ACall, or other features during the call, while the Agent Help Extension is connected. However, if any inside party has enhanced speakerphones enabled, the enhanced mode will be disabled when the Agent Help conference begins and must be re-enabled if still desired. The Agent Help feature will not function in the following cases: • If the feature is not enabled in Premium Features, any user attempting to enter the Agent Help feature code will hear reorder tones and, if at a display keyset, see a RESERVED FEATURE display. • The Agent Help Extension cannot be in do-not-disturb mode or have call forwarding enabled. If so, the requesting user will hear reorder tones after entering the Agent Help feature code or entering the desired extension number. The Agent Help request will not follow the forward or any programmed system forwarding. • If the station user who enters the Agent Help feature code is on a four-party conference call, the system will send reorder tone to signal that the Agent Help Extension cannot be added. There can be a maximum of four parties in a conference; attempting to add the Agent Help Extension would exceed the maximum. • If there are no conference circuits available when the station user enters the Agent Help feature code, the user will hear reorder tones and must try again later when circuits are available. If the call is being monitored by a hunt group supervisor, the monitoring feature is terminated when the Agent Help Extension joins the call; an Agent Help conference call cannot be monitored. Page 162 Agent Help AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TO USE THE AGENT HELP FEATURE: (1) Keysets: While on a call, press the Special key ∞ and then enter the Agent Help feature code (375). Executive Keyset users can press the AGENT HELP menu key. Single-Line Sets: While on a call, hookflash and then enter the Agent Help feature code (375). If you hear reorder tone, the Agent Help feature is not available at your station, you already have four parties in your call, no conference circuit is currently available, or the Agent Help Extension is in do-not-disturb. (2) Depending on programming, you may be prompted to enter an extension number. If so, enter the extension number of the station you wish to call for help. If you do not enter a valid extension number, you hear reorder tones and must start over. The display shows REQUESTING AGENT HELP. (3) If the Agent Help Extension accepts the call, you will hear the Agent Help tone, if enabled. Display keysets show AGENT HELP IN PROGRESS. When the Agent Help Extension hangs up, your display shows AGENT HELP TERMINATED. If the Agent Help Extension rejects the call, you will hear a confirmation tone. Display keysets will show AGENT HELP REJECTED. TO RESPOND TO AN AGENT HELP REQUEST AT A DISPLAY KEYSET: When you receive a private call from an Agent Help request, you will see a display that shows REQUESTS HELP. You can do one of the following: To accept the call: Answer as usual or press the ANSWER menu key. You hear the Agent Help Tone, if enabled. Your display shows AGENT HELP IN PROGRESS. To reject the call: Enter the Agent Help Reject feature code (376) or press the REJECT HELP menu key. You hear confirmation tone. To place your station in do-not-disturb to block the call: Enter the Do-Not-Disturb feature code (370) or press the DND key or the IC CALL TO DND menu key. Agent Help Page 163 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 SYSTEM FORWARDING NOTE This feature must be enabled in Premium Feature Selection. System forwarding provides the ability to program the system so that calls ringing at a station will follow a database-programmed “forwarding path” that routes the call based on the type of call and the status of the intended station. (The Call Forwarding station feature can be used to override System Forwarding.) Several terms will be used to describe this feature, including: • Principal Station: Original station being called. • Forwarding Point: A destination (station, hunt group, or off-node device) to which the system-forwarded call is directed. Each forwarding path can contain up to four forwarding points. • Forwarding Path: The sequence of forwarding points to which the call will be sent. Forwarding paths are programmed in the database. Up to 200 unique paths can be programmed. Each station can have up to three forwarding paths. Two system timers are used with this feature: • System Forwarding Initiate: This timer determines how long a call will ring (unanswered) at the principal station before moving to the first forwarding point. The default value is 15 seconds and the range is 2-255 seconds. • System Forwarding Advance: This timer determines how long the call will ring (unanswered) before moving to the next forwarding point. The default value is 15 seconds and the range is 2-255 seconds. For each forwarding path assigned to the station, the system checks the following three criteria to determine if and when a call should be forwarded: • Type of incoming call: Up to six different types of calls can be programmed to be sent to the forwarding path. They are: — Outside calls received through a call routing table (including DID and E&M calls, but not including DISA calls) — Ringing outside calls — Transferred outside calls (including automated attendant and voice mail transfers) — Recalling outside calls — DISA calls (including DISA calls received through a call routing table) — Intercom calls • Station status: The system recognizes four different types of station status. — No Answer: If the call is not answered at the principal station before the System Forwarding Initiate timer expires, the system sends the call to the forwarding path. — Busy: If the principal station is busy, the system immediately sends the call to the forwarding path. Both “No Answer” and “Busy” can be selected together to form a “Not Available” status. — Do Not Disturb: If the principal station is in do-not-disturb, the system immediately sends the call to the forwarding path. — Immediate: The system immediately sends the call to the forwarding path. The principal station user cannot answer an immediately forwarded call, but can reverse transfer it from the forwarding point. • Page 164 Day-mode/night-mode status: The system day/night mode is used to determine if a forwarding path is taken. Either day mode, night mode, or both may be specified. System Forwarding AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 For an example, refer to the diagram below. In the example, the “principal” station user wants direct ring-in or transferred calls to ring at his or her station during day mode. The principal station has a forwarding path with two forwarding points: a hunt group and voice mail. If the principal does not answer the call, it follows the forwarding path to forwarding point #1, a hunt group. If the hunt group does not answer the call, it would continue on the forwarding path and go to the principal station's voice mailbox (forwarding point #2). If the principal station is a keyset, the “ring principal once” option can be set that will signal the principal station when a call begins to follow the forwarding path. The signal to the principal station consists of a display (CALL SENT TO FORWARD PATH) and a single burst of ring tone. The call cannot be answered at the principal station, but can be reverse transferred from the system forward point. CALL RINGS IN TO PRINCIPAL STATION NO ANSWER CALL IS SENT TO FWD POINT #1 - HUNT GROUP CALL IS SENT TO FWD POINT #2 - VOICE MAIL If a call rings in to multiple stations, and one or more of those stations has system forwarding, the call will not follow any of the forwarding paths. Agent Help requests will not follow any forwarding path. If a principal station or a station forwarding point is a member of a hunt group, calls placed to the hunt group's pilot number are unaffected by system forwarding. The hunt group calls will be received at the station as usual and will not enter the system forwarding path. A call follows only the forwarding path of the principal, even if a forwarding point has a forwarding path of its own. The call that originated at the principal station will follow only the principal station's forwarding path. INDIVIDUAL STATION FORWARDING POINTS The ringing duration at each station forwarding point is determined by the System Forwarding Advance timer (defaults to 15 seconds). If the station forwarding point is busy, the call will camp-on until the System Forwarding Advance timer expires and then it moves to the next forwarding point. If the station forwarding point is in do-not-disturb, the forwarding path will bypass that station and immediately send the call to the next forwarding point. If a forwarding point is an AXXESSORY Talk application, and the AXXESS is unable to communicate with the AXXESSORY Talk PC, the call will bypass the forwarding point. A station forwarding point can place calls or transfer calls to the principal. Individual Station Forwarding Points Page 165 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 HUNT GROUP FORWARDING POINTS If a forwarding point is a hunt group, a call following the forwarding path will be sent to the announcement station or overflow station as usual; it will advance to the next forwarding point if not answered before the System Forwarding Advance timer expires. The call will ring at the hunt group until the System Forwarding Advance timer expires. It will then move to the next forwarding point. The No Answer Advance timer determines how long the call will ring at each hunt group station, as usual. If all stations in a hunt group forwarding point have do-not-disturb or hunt group remove enabled, the call will camp on until the System Forwarding Advance timer expires. The call will then be sent to the next forwarding point. HANDSFREE ANNOUNCE SYSTEM FORWARD OPTION When a call is transferred to the principal station by another station user and the principal station's system forward is set for the “no answer” station status, a system-wide option determines what the caller hears, as shown in the table below. HANDSFREE ANN. OPTION Page 166 SYS. FORWARD OPTION RESULT Disabled Intercom and/or outside calls forwarded The intercom call from the transferring station enters the forwarding path after the System Forwarding Initiate timer expires. The transferring station user hears ringing and can announce the call only if it is answered. Enabled Outside calls forwarded The transferring station user will place a handsfree call to the principal station and can announce the transfer; the System Forwarding Initiate timer does not start until the transfer is completed. Enabled Intercom calls for- The handsfree announce option is overridden and the warded intercom call from the transferring station enters the forwarding path after the System Forwarding Initiate timer expires. The transferring station user hears ringing and can announce the call only if it is answered. Enabled or Disabled Calls forwarded to The transfer is completed when the transferring station voice mail hangs up. The principal station’s mailbox number is automatically dialed. Hunt Group Forwarding Points AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 MANUAL CALL FORWARDING AND SYSTEM FORWARDING If the principal station or a forwarding point has manual call forward enabled (using the FWD key or one o f th e C a ll F or w a rd in g f e a tu r e codes), the Call Forward feature overrides System Forwarding. PRINCIPAL STATION USING BOTH SYSTEM AND MANUAL CALL FORWARD Principal Station SYSTEM FORWARD 1st System Forwarding Poin t MANUAL FORWARD Manual Forward Destination If a forwarding point has the Call Forward feature enabled, a systemforwarded call will ring at the forward destination until it is answered or the System Forward Advance timer expires; then the call moves on to the next forwarding point. 2nd System Forwarding Poin t Unanswered calls at the Principal Station will be sent here FORWARDING POINT USING MANUAL CALL FORWARD System forwarded calls from Principal Station will be sent here if not answered at 1st Forwarding Point Principal 1st System Station Forwarding Poin t SYSTEM FORWARD MANUAL FORWARD 2nd System Forwarding Poin t Manual Forward Destination If a station forwarding point is manually forwarded to voice mail, the call will not follow the manual forward to AXXESSORY Talk; it will ring at the station forwarding point. FORWARDING POINT FORWARDED TO AXXESSORY TALK System forwarded calls from Principal Station will be sent here if not answered at 1st Forwarding Point Principal 1st System Station Forwarding Poin t SYSTEM FORWARD MANUAL FORWARD 2nd System Forwarding Poin t AXXESSORY Talk Manual Forward Destination Manual Call Forwarding And System Forwarding Page 167 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 If the principal station receives a manually forwarded call (not a system forward), that call will not follow the principal station’s system forwarding path. PRINCIPAL STATION IS MANUAL FORWARD DESTINATION SYSTEM FORWARD MANUAL FORWARD Principal Station System Forwarding Poin t Manually forwarded calls will stop here and will not be sent to System Forwarding Point If an infinite forward loop results from the combination of manual forwards and system forwarding paths, t h e s t at i o n t h a t w a s o r ig i n a l l y intended to receive the call will ring, even if the station is in do-not-disturb. INFINITE LOOP CAUSED BY SYSTEM AND MANUAL CALL FORWARD Calls received by this station will not follow the manual forward if other two stations are unavailable. MANUAL FORWARD SYSTEM FORWARD MANUAL FORWARD SYSTEM FORWARD ENABLE/DISABLE The station user has the option of entering feature codes that will disable or enable the use of system forwarding at that station. Note that this flag does not affect the station’s appearance on any other station’s call forwarding path. The flag merely determines whether the station will have its own calls system forwarded. TO ENABLE OR DISABLE SYSTEM FORWARDING: Keyset: Enter the System Forward On (352), System Forward Off (353), or System Forward On/Off (354) feature code. The display shows SYSTEM FORWARD ON (or OFF). If disabled, the system will ignore any system forwarding paths programmed for this phone until you re-enable system forwarding. Single-Line Set: Lift the handset and enter the System Forward On (352), System Forward Off (353), or System Forward On/Off (354) feature code. If disabled, the system will ignore any system forwarding paths programmed for this phone until you reenable system forwarding. Page 168 System Forward Enable/Disable AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 UNANSWERED SYSTEM FORWARD CALLS If a call that is following a system forwarding path is not answered or all forwarding points are in do-not-disturb or busy, its final destination depends on the type of call as shown below. TYPE OF CALL ALL FWD POINTS ARE BUSY OR DO NOT ANSWER ALL FWD POINTS ARE IN DO-NOT-DISTURB Intercom Rings at the last forwarding point until it is answered or the caller hangs up. Call never leaves the principal station. Call routing ring-in (except DISA) Rings at last forwarding point until it is answered or caller hangs up. Rings at the principal station until it is answered or the caller hangs up. Direct ring-in Rings at last forwarding point until it is answered or caller hangs up. Rings at the principal station until it is answered or the caller hangs up. Transfer from a station, automated attendant or voice mail Recalls the transferring station’s transfer recall destination when the System Forwarding Advance timer expires at the last forwarding point. If immediate forwarding is enabled, rings the principal station until the applicable Transfer timer expires. Then it recalls the transferring station’s transfer recall destination. If a conditional forwarding is enabled, rings principal station until the System Forward Initiate timer expires. Then it recalls the transferring station’s transfer recall destination. DISA (including Call Routing to DISA) Rings at last forwarding point until the Abandoned Call timer expires. Recalls If immediate forwarding is enabled, rings principal staRecalls the principal station’s tion until the Recall timer expires. Then it recalls the attendant when the System Forwarding Advance timer expires at principal station’s attendant. the last forwarding point. If a conditional forwarding is enabled, rings principal station until the System Forward Initiate timer expires. If the principal station does not have an attendant, the call contin- Then it recalls the principal station’s attendant. ues to ring at the last forwarding If the principal station does not have an attendant, the point until the Abandoned Call call continues to ring at the principal station until the timer expires. Abandoned Call timer expires. Unanswered System Forward Calls Rings at the principal station until the Abandoned Call timer expires. Page 169 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CALL FORWARDING With call forwarding, a station user can route incoming intercom and outside calls (including direct ring-in calls) to another station, to a hunt group, or to an outside telephone number, if allowed by toll and trunk restrictions. In a network setting, the network allows the user to forward calls to stations or hunt groups on another node. (See also FEATURES, page 194) The four forwarding options are: • Forward all calls: All incoming calls are immediately forwarded. • Forward if no answer: Incoming calls are forwarded if they are not answered before the Forward No Answer timer expires. • Forward if busy: Incoming calls are immediately forwarded if the station is busy. • Forward if no answer or busy: Incoming calls are forwarded immediately if the station is busy, or forwarded if calls are not answered before the Forward No Answer timer expires. If forward all calls is enabled, display keysets show the call forwarding status and destination until the request is cancelled. If one of the conditional forwards is enabled (no answer, busy, or no answer/busy), display keysets show the forward status for five seconds and then return to normal. If the station receiving the forward is a display keyset, it shows EXT XXXX FWD FROM EXT XXXX for each forwarded call received. Station users can chain forwards from station to station providing the forwards do not form a loop and the chain does not include more than 10 stations. The conditional forward features (if busy, if no answer, if busy/no answer) may form a loop that the system cannot detect until a call is placed to the forwarding station. For example, if two station users forward their calls to each other using the Forward If Busy feature, the system accepts the requests. However, if a call rings in while both stations are busy, the forwards create an illegal loop. In this case, the call camps on to the called station and that station’s display shows INVALID FORWARD PATH. If more than one station has ring in for a trunk group, direct ring-in calls on that trunk group will forward to extension numbers, but not outside numbers or voice mail ports. The display of the keyset receiving the forwarded call will show it as a forwarded call, and the Call key or individual trunk key flashes to show ring in. (The individual trunk key also flashes on the keyset that is being forwarded.) Calls cannot be forwarded to restricted outside telephone numbers or stations in do-not-disturb. If the station that is programmed to receive your forwarded calls is later placed in do-not-disturb and you receive a call, you will momentarily see a display showing that the destination station is in do-not-disturb; the call will remain at your station. If your station is in do-not-disturb and you have call forwarding programmed the call is still forwarded, unless you enabled Forward No Answer. With Forward No Answer, intercom callers will see the do-not-disturb display that you programmed and the call will not be forwarded. If calls are forwarded to an AXXESSORY Talk application, and the AXXESS is unable to communicate with the AXXESSORY Talk PC, the call will not be forwarded. It will remain at your station. Call forwarding overrides system call forwarding at the principal station. If a station is programmed for Forward No Answer or Forward No Answer/Busy and receives a transferred call, the Forward No Answer timer is started when the intercom call from the transferring station begins ringing. The Forward No Answer timer is restarted if the transferring station completes the transfer before the timer expires (the transferred call will then be forwarded when the timer expires). Agent Help Request calls, queue callbacks, and recalls do not forward, except that a recall at an attendant’s station will forward to another station. Page 170 Call Forwarding AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FWD KEY The Executive Digital Keyset has a FWD key when the keys are in the default state. (However, it can be reprogrammed by the keyset user to use any of the Forward feature codes.) When the default Executive Digital Keyset FWD key is pressed, the display shows a menu of call forwarding options. The user must then select the desired option by pressing the corresponding key next to the display. If the FWD key is programmed to use any other Forward feature code (355-358) the forwarding options will not be displayed when the FWD key is pressed; the Executive Digital Keyset will operate the same as any other keyset. Any keyset user can make any user-programmable key (including the Executive FWD key) a FWD key that uses one of the forwarding feature codes (355-358). Refer to the procedures on page 117 for programming user-programmable keys. A user-programmed FWD key is lit only when the station is programmed for the call forwarding condition enabled by that key. For example, if a user-programmed FWD key is set to forward calls when the station is busy, the key will be lit when the Forward If Busy feature is enabled, but not if the Forward If No Answer feature is enabled. If a keyset user has both a fixed FWD key and a user-programmable FWD key, the fixed key will always light when the station is forwarded. However, the user-programmable FWD key will be lit only when the forwarding option activated by that key has been selected. For example, if the user has the Forward All Calls feature programmed under a user-programmable key, that key will light if either the fixed or programmable FWD key is used to select that feature. However, if the fixed key or a feature code is used to set the Forward If Busy feature, only the fixed key will light. FORWARD TO AN OUTSIDE NUMBER When programming a station for call forward to an outside telephone number, a trunk access code is programmed before the telephone number. If the station is called while the selected trunk group is busy, the call will not be forwarded. Calls will ring at the forwarded station until the call is answered or the caller hangs up. The forwarded station’s display shows FORWARD TO BUSY TRUNK. The forwarded station’s (not the intercom caller’s) trunk and toll restrictions are checked when an intercom call is forwarded to an outside number. NOTE REGARDING TRUNK SECURITY While this system is designed to be reasonably secure against CO trunk misuse by outside callers, there is no implied warranty that it is invulnerable to unauthorized intrusions and toll fraud. If the central office does not provide supervision it will not disconnect the call when one party hangs up; it is possible for a caller to remain connected to a CO trunk circuit. If this happens, and the caller begins dialing, the call could be placed through the AXXESS System and would then be billed to the system’s owner. The system cannot check this type of call for toll restriction and may not register the call in SMDR. This problem could arise when a call is connected to a station, when a call is in an unsupervised conference, or when a call is forwarded or transferred to the public network. When an outside call is forwarded to an outside number, the Unsupervised CO timer is activated. When the timer expires, the call recalls the attendant. If the attendant does not answer the recall before the Abandoned Call timer expires, the call is disconnected. Stations with Forced Local Toll Call and Forced Long-Distance Toll Call account codes cannot forward calls to outside numbers. FWD Key Page 171 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 If a trunk group is assigned direct ring in to multiple stations, and one of those stations is forwarded to an outside number, incoming calls on that trunk group are not forwarded to the outside number. NOTE There may be some reduction in voice volume when an outside call is forwarded to an outside telephone number, depending on central office trunk quality. FORWARD TO THE MESSAGE CENTER Station users can forward calls to their message centers. Keyset users can forward calls to their designated message center by pressing the FWD key and then the MSG key or MESSAGE CENTER menu key. Single-line users must use the call forwarding procedure and dial the extension number of the message center. FORWARD TO AN ATTENDANT Station users can forward calls to their attendant by pressing the FWD key and then 0, or by entering a Call Forwarding feature code and dialing 0. FORWARD TO VOICE MAIL If a station is forwarded to voice mail or if the message center is a voice mail hunt group, the user’s mailbox number is automatically dialed when the voice mail unit answers the forwarded call. If a chain of forwarded stations ends in voice mail, the mailbox number of the first station in the chain will be selected when the voice mail unit answers the call. If a trunk group is assigned direct ring in to multiple stations, and one of those stations is forwarded to a voice mail unit, incoming calls on that trunk group are not forwarded to the voice mail unit. HOW TO FORWARD CALLS TO AN EXTENSION OR OUTSIDE NUMBER Station users can also forward calls using the Remote Programming feature described on page 193. TO FORWARD CALLS: (1) Executive Digital Keyset: Press the FWD key. The display shows SELECT TYPE OF FORWARD. Press the menu key for the desired forwarding option (ALL, NO ANSWER, BUSY, or NO ANSWER/BUSY). The display shows ENTER FORWARD DEST. Other Keysets: While on or off hook, press the FWD key or enter one of the following feature codes. (Display keysets show ENTER FORWARD DEST.) a. Call Forward All Calls (355) b. Call Forward If No Answer (356) c. Call Forward If Busy (357) d. Call Forward If No Answer Or Busy (358) Single-Line Set: Lift the handset and enter one of the feature codes listed above. (2) If forwarding to an extension number or pilot number, do one of the following: a. Press a DSS/BLF key. b. Dial the extension number or pilot number to receive the calls. c. Page 172 Dial 0 to forward to your attendant. Forward To The Message Center AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 d. (Keyset users only) Press the MSG key or MESSAGE CENTER menu key to forward calls to your message center. e. (Executive Digital Keyset users only) Press the VOICE MAIL key to forward to your mailbox. f. (Executive Digital Keyset users only) Press the IC DIRECTORY menu key to look up and select a number. NOTE If you dialed an invalid extension number, your display shows FORWARD TO INVALID NUMBER, you hear reorder tones, and must try again. If you dialed a station that is in do-not-disturb, the display shows DESTINATION IN DND, you hear reorder tones, and must enter a new destination. If forwarding to an outside telephone number, do one of the following: g. Dial a trunk access code (8, 9200-9299, 93000-93003). The display shows ENTER PHONE #. Dial the desired telephone number. h. (Keyset users only) Press a trunk access key (OUTGOING, ARS, trunk group key, or trunk key). The display shows ENTER PHONE #. Dial the desired telephone number. i. (Executive Digital Keyset users only) Press the OUTSIDE PHONE menu key. The display shows ENTER PHONE #. Dial, speed dial, or redial the desired telephone number or press the OUTSIDE DIR menu key to look up and select a number. NOTE If the forward destination is invalid because of toll restriction, ARS-Only restriction, no outgoing access for the trunk, no ARS or ARS route group for the dialed number, or an invalid dialed number, you hear reorder tones and must enter a new destination. (The display explains why the call was denied.) (3) Keyset: If off hook, hang up. You hear a progress tone and the FWD key is lit (display shows FWD [condition] TO XXXX). If you attempted to forward calls to a station that is unconditionally forwarded to your station or if the forwarding path already has 10 stations, your display shows INVALID FORWARD PATH and you hear reorder tones and must enter a new destination. Single-Line Set: Hang up. TO CANCEL ANY CALL FORWARD REQUEST: Executive Digital Keyset: Press the FWD key and then press the FWD OFF menu key. You hear a progress tone and the FWD key is unlit. (Display shows ANY CALL FORWARD CANCELED.) Other Keysets: Press the lit FWD key (the SPKR key lights) then press the SPKR key (both keys go off). You hear a progress tone. (Display keysets show ANY CALL FORWARD CANCELED.) Single-Line Set: Lift the handset, enter any Call Forwarding feature code (355-358), and hang up. How To Forward Calls To An Extension Or Outside Number Page 173 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 SPEED DIALING Three AXXESS System features provide speed-dialing. They are as follows: • System Speed Dialing: Up to 1000, 32-digit system speed-dial numbers can be stored in the system. • Station Speed Dialing: Each station user can program up to 10, 16-digit station speeddial numbers. Display keyset users can program a 16-character name for each station speed-dial number. • System Directory (Intercom and Outside): The intercom directory enables display keyset users to “look up” intercom extension numbers and user names. The outside directory enables display keyset users to “look up” system speed-dial numbers and associated names. (NOTE: This feature must be enabled in Premium Feature Selection.) SYSTEM SPEED DIALING Speed dialing allows station users to dial stored telephone numbers quickly. Up to 1000, 32digit system speed-dial numbers can be stored in system memory. If desired, an identifying name can also be stored with each number. (See also the System Directory feature on page 181 and Caller ID on page 101.) Each node in a network has its own system speed dial numbers. System speed dial numbers can be used only on the node on where they are programmed. To keep system speed-dial numbers confidential, some or all can be programmed as non-display numbers. Non-display numbers can be used by any station user, but are displayed only on the programming station's keyset. (Non-display numbers cannot be redialed or saved as station speed-dial numbers at a display keyset.) Non-display numbers will appear in the SMDR report. System speed-dial names can be programmed by an Administrator using English or Japanese characters, or a combination. The programmed language for the keyset does not affect the characters that can be viewed. That is, no matter what language the keyset uses or which characters are in the name, the keyset user will be able to see the speed-dial names exactly the way they were programmed. In lists, such as speed-dial directories, the English characters are alphabetized before the Japanese characters (Japanese names will be at the end of the list, after the English names). System speed-dial numbers are subject to toll restriction unless a system-wide option has been enabled that allows any station to dial any system speed-dial number regardless of toll restriction. The system speed-dial numbers are stored using location codes (000-999). When dialed, the numbers appear on a display keyset unless they have been programmed as non-display numbers. Display keyset users can also view system speed-dial numbers and names without dialing; however, with non-display numbers only the name is displayed. System speed dial codes 000-999 can be stored in user-programmable keyset keys by following the directions given on page 117. These keys allow one-key dialing of system speed-dial numbers. The system speed-dial numbers and names are stored in battery-backed RAM and will not be erased in the event of a power failure. The system speed-dial numbers and names are programmed by the installer or at any Administrator station. (Refer to page 26 for Administrator programming instructions.) Page 174 Speed Dialing AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Viewing System Speed-Dial Numbers TO VIEW SYSTEM SPEED-DIAL NUMBERS AND NAMES: NOTE If you make a mistake, use the MUTE key to back space. (1) While on hook, press SYS SPD or enter the System-Speed Dial feature code (381). The display shows REVIEW SYS SPEED # (000-999). (2) Enter the desired location code (000-999) or press the SEARCH menu key. The display shows the programmed name and number. (3) If desired, scroll forward through the speed-dial locations in alphabetical order by pressing the high end of the Volume key or NEXT key, or scroll backward by pressing the low end of the Volume key or PREVIOUS key. (4) Repeat steps 2 and 3 for each speed-dial location to be viewed. Or, press CEL to terminate this feature. (5) To automatically select a trunk and dial the displayed number, press # * or CAN- . Dialing System Speed-Dial Numbers TO DIAL SYSTEM SPEED-DIAL NUMBERS AT A KEYSET: (1) If desired, lift the handset and select an outgoing trunk. (You may skip this step.) (2) Press SYS SPD or enter the System Speed-Dial feature code (381). The display shows REVIEW SYS SPEED # (000-999). Non-display keyset users hear a confirmation tone. (3) Enter the location code (000-999) for the desired number. If you have not selected a trunk, press # or the ACCEPT menu key to accept the number and automatically select a trunk. Or, press the ARS key, a trunk key, a trunk group key, or the OUTGOING key to select a trunk. The number is automatically dialed. (Display keysets show the number dialed unless it is a non-display number.) If you hear reorder tones, your station is restricted from dialing the selected number. If the display shows INVALID BIN NUMBER, you entered an invalid speed-dial location code. TO DIAL SYSTEM SPEED-DIAL NUMBERS AT A SINGLE-LINE SET: (1) Lift the handset and select an outgoing trunk. (2) Hookflash and enter the System Speed-Dial feature code (381). You hear a confirmation tone. (3) Enter the location code (000-999) for the desired number. The number is automatically dialed. If you hear reorder tones, your station is restricted from dialing the selected number. System Speed Dialing Page 175 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 STATION SPEED DIALING For convenience, each station user can program up to 10, 16-digit station speed-dial numbers. Single-line sets use speed-dial location codes (0-9). Keyset use speed-dial keys, if programmed in the keyset’s keymap, or location codes 0-9. Together, the lamps in the keyset speed-dial keys create a busy lamp field that indicates the status of the stations programmed under the keys (refer to the lamp status chart on page 64). Speed-dial keys can contain outside telephone numbers, feature codes, station extension numbers, or hunt group pilot numbers. Station speed dial codes can be stored in user-programmable keys to create speed-dial keys. Programming Station Speed-Dial Numbers And Names When entering the outside telephone numbers, use one of the following methods: • Use the keypad to manually dial the number. • On a keyset, press the REDIAL key to enter the last number (up to the first 16 digits) dialed or saved at the station. • On a keyset, press the SYS SPD key and enter the system speed-dial location code (000-999) to store one of the system speed-dial numbers in a station speed-dial location. (If the number is over 16 digits, only the first 16 digits are stored.) Non-display system speed-dial numbers cannot be stored in keyset station speed-dial locations. If desired, outside telephone numbers can be preceded with a trunk access code to allow onekey dialing of outside telephone numbers. For example, a key programmed with “89619000” would select a trunk using the Outgoing Calls feature code (8) then dial 961-9000. A station extension number can be preceded with a pound (#) to always speed dial private intercom calls to the station. Or, a “4” may be entered before a station extension number or hunt group pilot number to quickly reverse transfer (pick up) calls from that station or hunt group. If either of these options is used, normal handsfree intercom calls cannot be placed using that station speed-dial location or speed-dial key and the speed-dial key will not show the station's status. An outside telephone number can be preceded by a trunk access code for easier trunk selection and number dialing. Station users can also program pauses and/or hookflashes into the stored outside telephone numbers. For example, the number can contain an SCC local number, a pause, and an access code. When programming speed-dial numbers, each hookflash and each pause is considered one digit. The durations of the hookflash and the pause are determined by the programmable CO Hookflash and Pause Dialing Digit Length timers. Display keyset users can program an associated name for each station speed-dial number. Speed-dial names can contain up to 16 characters. To program speed-dial names, keypad keys are used to enter the desired letters, numbers, and punctuation in English and/or Japanese (Katakana). (NOTE: Only Digital keysets can be used for viewing Japanese prompts. Analog keysets do not support Japanese displays.) When programming speed-dial names, you can press the MSG key or USE ALPHA MODE/USE NUMERIC MODE menu key to switch back and forth between alphanumeric and numeric mode. Page 176 • In numeric mode, the keypad keys are used to enter numbers 0-9, the pound (#) key is used for entering a hyphen (-), and the asterisk (*) key is used for entering a colon (:). For example, 1*00 would enter “1:00” in numeric mode. • In alphanumeric mode, keypad keys are used to enter the desired letters, numbers, and punctuation. The number of times a key is pressed determines which character is entered. For example, 533266 would enter “JEAN.” When adjoining characters are located under the same key, press the FWD key to advance to the next character. For example, 66FWD6667776 would enter “NORM.” Refer to the chart on the next page to program information in alphanumeric mode. (Note that letters correspond to the letters printed on the keypad keys.) Station Speed Dialing AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TO PROGRAM STATION SPEED-DIAL NUMBERS AT A DISPLAY KEYSET: NOTE If you make a mistake, press * or CANCEL; then start over. The number in memory remains unchanged. Or, use the MUTE key to backspace. (1) (2) While on hook, enter the Program Station Speed Dial feature code (383). The display shows PROGRAM STN SPD (0-9) OR SCROLL. Do one of the following: Use a speed-dial key: Press the speed-dial key to be programmed. Use a location code: Dial the desired speed-dial location code (0-9). Scroll through the displayed numbers: Scroll to the desired number by pressing the Volume, NEXT, or PREVIOUS key. Use the Executive Keyset menu: Use the menu keys to select the desired speeddial location. When the display shows ENTER NAME do one of the following: To change or program the name: Enter the desired name for the speed-dial number using your keypad as described on page 176. Refer to the chart below. Then press # or ACCEPT. If you make a mistake, use the MUTE key to back up and erase existing characters or the CLEAR key to erase the whole entry. To erase the current name and leave it blank: Press CLEAR or press MUTE repeatedly until the name is erased. Then press # or ACCEPT. To leave the name the same: Press (3) # or ACCEPT. When the display shows ENTER NUMBER do one of the following: To enter or change a number: Dial the extension number or telephone number (up to 16 digits, including pauses and hookflashes) to be stored. To include *, #, a hookflash, or a pause in the number, press the Special key ∞ once for an asterisk (*), twice for a pound (#), three times for a hookflash, or four times for a pause. You can enter more than one *, #, or hookflash in a row by pressing the FWD key to move to the next character (not necessary after pauses). If you make a mistake, press MUTE to back up and erase, or press * or CANCEL to leave the number unchanged; then start over at step 1. To erase an existing number and leave it blank: Press MUTE until the number is erased. (4) Press # to exit. Repeat these steps for each additional number to be stored. NUMBER OF TIMES KEY IS PRESSED KEY 1 2 3 4 5 6 7 ENGLISH CHARACTERS 8 9 10 11 KATAKANA CHARACTERS 1 - & ( ) 1 A I U E O a 2 A B C ’ 2 KA KI KU KE KO 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 / 5 NA NI NU NE NO o 6 M N O # 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 Station Speed Dialing Page 177 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TO PROGRAM STATION SPEED-DIAL NUMBERS AT A NON-DISPLAY KEYSET: NOTE If you make a mistake, press * or CANCEL; then start over. The number in memory remains unchanged. Or, use the MUTE key to backspace. (1) While on hook, enter the Program Station Speed Dial feature code (383). (2) Press the speed-dial key to be programmed or dial the desired speed-dial location code (0-9). If you hear reorder tones, you entered an invalid speed dial location code; try again. (3) Do one of the following: To enter or change a number: Dial the extension number or telephone number (up to 16 digits, including pauses and hookflashes) to be stored. To include *, #, a hookflash, or a pause in the number, press the Special key ∞ once for an asterisk (*), twice for a pound (#), three times for a hookflash, or four times for a pause. You can enter more than one *, #, or hookflash in a row by pressing the FWD key to move to the next character (not necessary after pauses). If you make a mistake, press MUTE to back up and erase, or press * or CANCEL to leave the number unchanged; then start over at step 1. To erase an existing number and leave it blank: press MUTE until the number is erased. (4) Press # to exit. Repeat these steps for each additional number to be stored. TO PROGRAM STATION SPEED-DIAL NUMBERS AT A SINGLE-LINE SET: NOTE If you make a mistake, press unchanged. * ; then start over. The number in memory remains (1) Lift the handset and enter the Program Station Speed-Dial feature code (383). You hear a confirmation tone. (2) Dial the desired speed-dial location code (0-9). If you hear reorder tones, you entered an invalid speed dial location code; try again. (3) Do one of the following: To enter or change a number: Dial the extension number or telephone number (up to 16 digits, including pauses and hookflashes) to be stored. To include *, #, a hookflash, or a pause in the number, hookflash once for an asterisk (*), twice for a pound (#), three times for a hookflash, or four times for a pause. If you make a mistake, press to leave the number unchanged; then start over at step 1. To erase an existing number and leave it blank: Overwrite the existing number by entering only a hookflash as the new number. (4) Page 178 Hang up to exit. Repeat these steps for each additional number to be stored. Station Speed Dialing AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Viewing Station Speed-Dial Numbers TO VIEW THE CONTENTS OF A SPEED-DIAL KEY (ON A DISPLAY KEYSET): (1) While on hook, enter the Review Keys feature code (396). The display shows PRESS THE KEY TO REVIEW. Press the desired speed-dial key. The display shows the currently stored number and name. (2) After viewing the number, press SPKR, return to date and time. * , or # to exit, or wait for the display to TO VIEW THE STORED NUMBERS AND NAMES (ON A DISPLAY KEYSET): (1) While on hook, enter the Program Station Speed Dial feature code (383). The display shows PROGRAM STN SPD # (0-9) OR SCROLL. Do one of the following steps: Use a location code: Dial the desired speed-dial location code (0-9). When the name is displayed, press # or ACCEPT to view the number. Scroll through the displayed numbers: Scroll to the desired number by pressing the Volume, NEXT, or PREVIOUS key. The name and number are displayed for each location. Use the Executive Keyset menu: Use the menu keys to select the desired speed-dial location. When the name is displayed, press # or ACCEPT to view the number. (2) After viewing the number, press SPKR, return to date and time. * , or # to exit, or wait for the display to Dialing Station Speed-Dial Numbers TO DIAL A STATION SPEED-DIAL NUMBER AT A SINGLE-LINE SET: (1) Lift the handset. (Keysets can remain on hook.) (2) If placing an outside call, select an outgoing trunk or use ARS. If placing an intercom call or if the outside number contains a trunk access code, skip this step. (3) Hookflash and enter the Station Speed-Dial feature code (382). You hear a confirmation tone. Then dial the location code (0-9). The number is dialed. TO DIAL A STATION SPEED-DIAL NUMBER AT A NON-DISPLAY KEYSET: (1) Lift the handset or remain on hook. (2) If placing an outside call, select an outgoing trunk or use ARS. If placing an intercom call or if the outside number contains a trunk access code, skip this step. (3) Keyset with a speed-dial key: Press the speed-dial key of the desired number. The number is dialed. Keyset without a speed-dial key: Enter the Station Speed-Dial feature code (382). You hear a confirmation tone. Then enter the location code (0-9). The number is dialed. Station Speed Dialing Page 179 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TO DIAL A STATION SPEED-DIAL NUMBER AT A DISPLAY KEYSET: (1) Lift the handset or remain on hook. (2) If placing an outside call, select an outgoing trunk or use ARS. If placing an intercom call or if the outside number contains a trunk access code, skip this step. (3) Keyset with a speed-dial key: Press the speed-dial key of the desired number. The number is dialed. (Display keysets show the number.) Keyset without a speed-dial key: Enter the Station Speed-Dial feature code (382). Then do one of the following to dial the number: Use a location code: Dial the desired speed-dial location code (0-9). Scroll through the displayed numbers: Scroll to the desired number by pressing the Volume, NEXT, or PREVIOUS key. Use the Executive Keyset menu: Use the menu keys to select the desired speeddial location. Page 180 Station Speed Dialing AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 INTERCOM, SPEED-DIAL, AND FEATURE CODE DIRECTORY (KEYSETS ONLY) NOTE The Directories feature must be enabled in Premium Feature Selection. The Directory feature enables display keyset users to “look up” intercom extension numbers and user names, system speed-dial numbers and names, or system feature codes. Once the desired information has been displayed, the user may automatically dial the number, store the number in a station speed-dial location, select a different number/name, terminate the directory routine, or switch to the other directory. A directory search can be performed when a call is waiting on conference or transfer hold at the station. In a network setting, a user can see intercom directory names and extension numbers for all devices that are programmed as “off-node devices” on the local node. Devices that are represented by wildcard off-node extensions will not show up in the intercom directory. To use the directory, the user enters a letter, a string of letters, a valid extension number, or a valid feature code. If searching for a name, the full name need not be entered. The system will find the closest match and show the number and its associated name on the keyset display. Or, the user can scroll alphabetically through the stored list of names. (It is not possible to scroll through the extension numbers or feature codes numerically; extensions and features scroll alphabetically.) Directory names can include English or Japanese characters, or a combination. In the directories, English characters are alphabetized before the Japanese characters. Therefore, Japanese names will be at the end of the list, after the English names. Keypad keys are used to enter the desired English or Japanese (Katakana) letters, numbers, and punctuation. (Only Digital keysets can be used for viewing Japanese prompts. Analog keysets do not support Japanese displays.) The station user can switch between numeric and alphanumeric modes. (Numeric mode = MSG key unlit; alphanumeric mode = MSG key lit.) In alphanumeric mode, the number of times a key is pressed determines which character is entered. For example, 77776444844 would enter “SMITH.” When adjoining characters are located under the same key, press the FWD key once to advance to the next character. For example, 5666 FWD 66337777 would enter “JONES.” Refer to the chart below. The letters correspond to the letters printed on the keypad keys. The intercom directory is automatically updated whenever user names and/or extension number information is reprogrammed. The outside directory is updated whenever a system speeddial number or name is reprogrammed. Only Administrator stations will be able to view Administrator feature codes using the directory. If the Diagnostics Mode feature is enabled, the Administrator will also be able to see the diagnostic feature codes. Intercom, Speed-Dial, And Feature Code Directory (Keysets Only) Page 181 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 NUMBER OF TIMES KEY IS PRESSED KEY 1 2 3 4 5 6 7 ENGLISH CHARACTERS 8 9 10 11 KATAKANA CHARACTERS 1 - & ( ) 1 A I U E O a 2 A B C ’ 2 KA KI KU KE KO 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 / 5 NA NI NU NE NO o 6 M N O # 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 TO PERFORM A DIRECTORY SEARCH: (1) While on or off hook, enter the Directory feature code (307). The MSG key lights (and the SPKR key lights if on hook) and the display shows DIR TYPE: (IC=1 OUT=2 FEAT=3). (2) Press one of the following: For Intercom Directory: Press 1 or the IC DIRECTORY menu key to select the intercom directory. The display shows INTERCOM NAME. For Outside Directory: Press 2 or the OUTSIDE DIR menu key to select the outside number directory. The display shows OUTSIDE NAME. For Feature Directory: Press 3 or the FEATURE DIR menu key to select the feature code directory. The display shows FEATURE NAME. (3) Enter alpha and/or numeric characters for the number, code, or user/feature name (up to 10 characters for intercom directory, 16 for outside or feature directory). If searching for a name, the whole name does not have to be entered. You may switch between modes by pressing the MSG key or the USE NUMERIC MODE/USE ALPHA MODE menu key. If necessary, press to cancel the search. a. In numeric mode (MSG key unlit): Press the keypad keys to enter a valid feature, extension, or speed-dial location number. Press MUTE to backspace, if necessary. Press the SEARCH menu key or press MSG to change to alphanumeric mode and then press # to begin the search. b. In alphanumeric mode (MSG key lit): Press the keypad keys to enter the desired characters. Refer to the chart above. Press FWD once to advance or twice to leave a space. Press MUTE to backspace. Press # or the SEARCH menu key to begin the search. The closest match will be displayed. Executive Digital Keyset users can return to the initial entry by pressing the START OVER menu key. (4) Page 182 If desired, press the high end of the Volume key or NEXT key to scroll forward alphabetically through the directory or press the low end of the Volume key or PREVIOUS key to scroll backward. Intercom, Speed-Dial, And Feature Code Directory (Keysets Only) AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (5) Do one of the following: To store the selected number in a station speed-dial location: Press the desired speed-dial key. You hear confirmation tone when the number is accepted. To automatically dial a displayed extension number: Press # , the IC key, or the ACCEPT key. (If an intercom call is camped on and the IC key is lit, pressing the IC key answers the waiting call and terminates the Directory feature.) To dial a displayed outside number: Press # , the CALL menu key, or a Call key. The system automatically dials the number using your programmed outgoing access code. To dial a displayed feature code: Press ically dials the feature code. # or the ACCEPT key. The system automat- To search for another name or number: Repeat the procedure beginning at step 3. Intercom, Speed-Dial, And Feature Code Directory (Keysets Only) Page 183 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 HOUSE PHONE This feature provides users with the ability to place a pre-designated intercom or outside call simply by lifting the handset (or pressing the SPKR key, if using a keyset) on a designated house phone. In a network, the house phone can be programmed to dial an off-node device. There are several applications for this feature, such as: • Courtesy paging phone: Visitors hear pages instructing them to pick up the house phone (such as the paging phones used in airport terminals). When they lift the handset, they are connected to a pre-programmed station user who can give them a message or connect them to a call. • Emergency phone: The house phone can be programmed to automatically dial the Emergency Call feature code (default is 911). This could save time in an emergency. • Service phone: Customers can use the house phone(s) to place orders or receive special services from the lobby. For example, the house phone would automatically dial the extension number of a service representative (or hunt group number of the service department). • Intercom network: House phones could be placed in specific locations throughout a building (such as examination rooms in a doctor’s office) and could be programmed to call a specific station or group of stations (such as a nurses’ station). Any station may be designated as a house phone in database programming, however this feature is usually assigned to single-line sets. The primary attendant should not be a house phone. The number dialed by the house phone is determined by the station’s speed-dial programming. The number programmed through the database or in station speed-dial location 0 is automatically dialed during day mode, and the number in location 1 is dialed during night mode. This number can be either an extension number or an outside telephone number. If it is an outside number, it must be preceded with a trunk access code (and a pause if necessary). Once the house phone status has been programmed, the speed-dial number can only be changed while on hook (if it is a keyset) or through individual station information (special purpose station) programming because lifting the handset will cause the station to dial the designated number. Incoming calls take precedence over outgoing calls. If using a single-line set or a keyset that is programmed for automatic trunk access (see page 119), any ringing call is automatically answered when the handset is lifted or the SPKR key is pressed. There is a flag, called “House Phone Mode,” that affects single-line house phones. The house phone can be programmed to return to dial tone after a call is disconnected (normal mode). This allows the user to enter a feature code or place a call. Or, the dial tone can be disabled (restricted mode) to prevent the user from performing any operation other than placing a house-phone call. In the default state, this is normal. The interaction of the House Phone Mode flag with the programmed speed dial number and system feature is shown on the next page. Page 184 House Phone AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 SITUATION DAY/NIGHT # NORMAL MODE RESTRICTED MODE House phone user lifts the handset Complete extension Dials the extension number Dials the extension number House phone user lifts the handset Blank User receives intercom dial tone User receives reorder tone House phone user lifts the handset Incomplete extension number System dials the partial number and waits for further digits System dials partial number, then times out after Long Interdigit timer expires, and sends reorder tones House phone is connected to ARS and user performs a hookflash Dials an outside number using ARS System inserts a hookflash in the System restarts ARS by clearing number and registers end-of-dial- the number and returns outside ing dial tone to the user House phone is connected to an outside call and the user performs a hookflash N/A The call is placed on consultation The trunk dials a hookflash and hold and the user hears intercom toll restriction is restarted dial tone Party the house phone is connected to hangs up before the house phone user N/A User receives intercom dial tone and can use another feature code or dial a number House Phone System redials the house phone digits after the SL Wait for Disconnect timer expires Page 185 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 REDIALING The Redial feature can store one telephone number in redial memory at the station (manually dialed or speed-dialed numbers up to 32 digits). If the station user reaches a busy number, is disconnected, or if there is no answer, the number can be redialed easily. The station user simply lifts the handset and presses the REDIAL key or enters the Redial feature code. A trunk access code is automatically entered and the telephone number is redialed. (If redialing while still connected to an outside call, the connection is dropped and the trunk is reseized before the number is dialed.) Only one telephone number can be stored in the station’s redial memory at a time. This number can be stored in one of two ways, depending on station programming: • Last number saved: The desired number is manually stored in redial memory by the station user. Dialing other numbers does not change the stored number. It only changes when a new number is stored. • Last number dialed: The last number manually dialed or speed dialed is automatically stored. It changes every time the user dials a telephone number. (This is the default value of the Redial feature.) The Last Number Saved and Last Number Dialed features work differently depending on the station status when it is used, as shown in the table below. Individual station programming determines the mode of the Redial feature (Last Number Dialed or Last Number Saved). The Redial feature code (380) performs the redial function (programmed under the REDIAL key). Non-display system speed-dial numbers cannot be redialed at a display keyset station. STATION STATUS WHEN REDIAL FEATURE IS USED STATION HAS “LAST NUMBER SAVED” STATION HAS “LAST NUMBER DIALED” Idle station Saves the last trunk access code and telephone number that was dialed. Trunk is selected using the same trunk access code as used to place last outside call, last telephone number is dialed. Intercom dial tone (on or off hook) Saves the last trunk access code and telephone number that was dialed. Trunk is selected using the same trunk access code as used to place last outside call, last telephone number is dialed. On an intercom call Releases the current call, seizes a trunk using the saved trunk access code and dials the saved telephone number. Releases the current call, seizes a trunk using the access code used on the last outside call and dials the last telephone number dialed. After selecting a trunk but before dialing Redials the saved telephone number on the currently selected trunk. (Note that the current trunk is used instead of the saved trunk access.) Redials the last telephone number dialed, using the currently selected trunk. After selecting a trunk and dialing one or more digits Releases the current call, seizes a trunk using the saved trunk access code and dials the saved telephone number. Releases the current call, reseizes the trunk (using the access code used on that call) and redials the digits that were dialed. On an incoming outside call Releases the current call, seizes a trunk using the saved trunk access code and dials the saved telephone number. Releases the current trunk, seizes a trunk using the same trunk access code used on the last outgoing call and dials the last number dialed. Page 186 Redialing AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 USING THE LAST NUMBER SAVED FEATURE Use the following procedures to save and redial numbers at stations that are programmed to use the Last Number Saved feature. TO SAVE A NUMBER ON A STATION PROGRAMMED FOR LAST NUMBER SAVED: NOTE The saved number is replaced each time you repeat this procedure. Keyset: While the keyset is idle or while listening to intercom dial tone, press the REDIAL key or press the Special key ∞ and enter the Redial feature code (380). You hear a confirmation tone and the display shows LAST OUTSIDE NUMBER SAVED. Single-Line Set: Lift the handset and enter the Redial feature code (380). When you hear the confirmation tone, hang up. TO REDIAL A NUMBER (LAST NUMBER SAVED): Keyset: While on a call or after selecting a trunk, press the REDIAL key or press the Special key ∞ and enter the Redial feature code (380). Refer to the chart on the previous page to determine which trunk is selected. The saved telephone number is dialed. Single-Line Set: While on a call or after selecting a trunk, hookflash and then enter the Redial feature code (380). Refer to the chart on the previous page to determine which trunk is selected. The saved telephone number is dialed. USING THE LAST NUMBER DIALED FEATURE Use the following procedure to redial numbers at stations that are programmed to use the Last Number Dialed feature. TO REDIAL A NUMBER (LAST NUMBER DIALED): Keyset: While on or off hook, press the REDIAL key or press the Special key ∞ and enter the Redial feature code (380). Refer to the chart on the previous page to determine which trunk is selected and which digits are dialed. Single-Line Set: Lift the handset or hookflash. Then enter the Redial feature code (380). Refer to the chart on the previous page to determine which trunk is selected and which digits are dialed. Using The Last Number Saved Feature Page 187 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 PAGING The Paging feature allows announcements to be made through keyset internal speakers. Optional external paging equipment (amplifiers and paging speakers) may also be installed. There can be up to 10 paging zones. When the system is in the default state, all keysets are assigned to paging zone 1 to provide an all-page zone. Keysets, trunks, and the external paging port(s) can be assigned to any, all, or none of the paging zones, as desired. Pages are not heard on keysets that have been removed from paging (using the feature code as described below), are in do-not-disturb, are ringing, or are in use. Also, background music on keysets and on external speakers connected to keyset speaker leads is interrupted for pages. If a trunk in a paging zone is unplugged, the page cannot be completed. If desired, keyset users can program feature keys to select the paging zones 0-9 using paging access codes 960-969 (respectively). The Page timer limits the length of pages. If it is set to 0, pages are unlimited in length. TO MAKE A PAGE: (1) Lift the handset. (2) Keyset: Press the PAGE key, or enter the Page feature code (7). The display shows SELECT PAGE ZONE # (0-9). Single-Line Set: Enter the Page feature code (7). (3) Enter the zone code (0-9) for the desired zone. (4) After the single progress tone, make your page before the Page timer expires. If you hear reorder tones and the display shows PAGE ZONE NOT PROGRAMMED, there are no stations in the selected page zone. If the display shows PAGE ZONE BUSY TRY AGAIN LATER, the necessary system resources are busy or the paging zone is being used by another station. Users cannot camp on to or queue the paging system. (5) Hang up. REMOVE FROM PAGING A keyset user can prevent the keyset from receiving pages or allow it to receive pages again using these feature codes. If the keyset is assigned to more than one page zone, all zones are removed or replaced; the user cannot toggle individual zones. TO HALT OR ENABLE ZONE PAGES: Page 188 (1) While on or off hook, enter the Page Receive On/Off feature code (325) to prevent the keyset from receiving pages. You hear a confirmation tone and the display shows PAGE RECEIVE ON (or OFF). (2) If off hook, hang up. Paging AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 DO-NOT-DISTURB Placing a station in do-not-disturb halts all pages, incoming intercom calls, camped-on calls, and transferred calls to that station. Queue callbacks, recalls, and direct ring-in calls are not blocked. Another user calling the station while it is in do-not-disturb hears a repeating signal of four fast tones and a pause (display keysets show the do-not-disturb message); the user cannot camp on, but can queue or leave a message at the station. If desired, individual stations can be prevented from using do-not-disturb by disabling the donot-disturb option in the database. If a hunt group station is in do-not-disturb, calls to the user’s hunt group do not cause the keyset to ring, but the individual trunk key will flash if all other stations in the hunt group are busy, forwarded, have hunt group remove enabled, or are in do-not-disturb. Hunt group announcement stations and overflow stations can use do-not-disturb to block hunt group calls by using do-not-disturb. Keyset stations may be given do-not-disturb override permission. These stations, when reaching a station in do-not-disturb, can enter the Do-Not-Disturb Override feature code (373) to place a non-handsfree intercom call to the station. Single-line stations cannot be enabled to use the Do-Not-Disturb Override feature. When a station is placed in do-not-disturb, the user may select one of 20 system-stored messages that will appear on the top line of the display (unless do-not-disturb is enabled while the user is on a call or off hook, in which case message 1 is automatically selected). When a station in do-not-disturb is called by a display keyset user, the caller sees the selected message. Do-not-disturb messages can be programmed in the database or using an Administrator station. Default do-not-disturb messages are programmed as follows: 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 Do-not-disturb works as follows in a network setting: • Each node has its own list of do-not-disturb messages that can be used only on that node. • An intercom caller will see another user’s do-not-disturb display when calling across nodes. • The network allows DND override across nodes. The system has default do-not-disturb messages in both English and Japanese. However, the Japanese messages can be reprogrammed only through an Administrator’s station (see page 14). Do-Not-Disturb Page 189 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 The language of the messages seen by the station user, both when programming his or her station and when calling another station that is in do-not-disturb, is determined by the station’s programmed language. That is, if a station is programmed for Japanese, the user will see only Japanese messages when programing a do-not-disturb message. If that station calls an Englishprogrammed station that has selected do-not-disturb message 02, the Japanese station’s user will see the Japanese version of message 02. NOTE Only Digital keysets can be used for viewing Japanese prompts. Analog keysets do not support Japanese displays. The second line of the message can be customized with a numeric/alphanumeric message of up to 16 characters (English and/or Japanese characters). The customized message is entered as described below. When entering a customized do-not-disturb message, you can press the MSG key or USE ALPHA MODE/USE NUMERIC MODE menu key to switch back and forth between alphanumeric and numeric mode. • In numeric mode, the keypad keys are used to enter numbers 0-9, the pound (#) key is used for entering a hyphen (-), and the asterisk (*) key is used for entering a colon (:). For example, 1*00 would enter “1:00” in numeric mode. When programming a customized do-not-disturb message, the station is automatically in numeric mode. • In alphanumeric mode, keypad keys are used to enter the desired letters, numbers, and punctuation. The number of times a key is pressed determines which character is entered. For example, 33377744432999 would enter “FRIDAY.” When adjoining characters are located under the same key, press the FWD key once to advance to the next character. For example, 6 FWD 666 FWD 6632999 would enter “MONDAY.” Refer to the chart below to program information in alphanumeric mode. (Note that letters correspond to the letters printed on the keypad keys.) NUMBER OF TIMES KEY IS PRESSED KEY 1 2 3 4 5 6 7 ENGLISH CHARACTERS 8 9 10 11 KATAKANA CHARACTERS 1 - & ( ) 1 A I U E O a 2 A B C ' 2 KA KI KU KE KO 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 / 5 NA NI NU NE NO o 6 M N O # 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 When using either mode, keyset users may use the speed-dial keys and/or the REDIAL key to enter stored numbers or messages. Speed-dial numbers can be chained together when entering messages that require more that 16 keystrokes to create the desired message. When programming a message in speed-dial memory, you can use the Special key ∞ to enter a hookflash (F) in place of the FWD key to advance or insert spaces, or to enter a pause (P) to change numeric/alphanumeric modes within the message. The Special key ∞ can also be used to enter * or # in the speed-dial number. Station users can also place their stations in do-not-disturb using the Remote Programming feature described on page 193. Page 190 Do-Not-Disturb AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TO ENABLE DO-NOT-DISTURB MODE: (1) Keyset: While on hook, press the DND key or enter the Do-Not-Disturb feature code (370) or Do-Not-Disturb On/Off feature code (372). Display keysets show SELECT DND MESSAGE # (01-20). Single-Line Set: Lift the handset and enter the Do-Not-Disturb feature code (370) or the Do-Not-Disturb On/Off feature code (372). You hear a progress tone. (2) To select message 01 (DO-NOT-DISTURB): Keyset: Press SPKR or lift and replace the handset. The DND key lights. Single-Line Set: Hang up. To select any of the 20 pre-programmed messages: Enter the desired number (0120) or press the SCROLL menu key to begin scrolling. Display keyset users may scroll through the messages by pressing the high end of the Volume key or NEXT key or menu key to go forward or the low end of the Volume key or PREVIOUS key to go backward (the display shows the selected message). If you enter an invalid message number, you will hear reorder tones and the display shows INVALID DND MESSAGE NUMBER; try again. (3) If desired, customize the second line of the message: Use any combination of the following methods. a. Remain in numeric mode: Press the keypad keys to enter the desired number. Use the pound key (#) for a hyphen (-) and the asterisk key (*) for a colon (:). Keyset users can press the FWD key once to leave a space, or press the MUTE key to backspace. b. Change to alphanumeric mode (keysets only): Press the MSG key (the key lights) or the USE ALPHA MODE menu key, then enter the desired characters. Refer to the chart above. Keyset users can press the FWD key once to advance or twice to leave a space, or press the MUTE key to backspace. c. (4) Use speed-dial and/or redial numbers (keysets only): In either numeric or alphanumeric mode, you can speed dial a number (using the speed-dial key or feature code). In numeric mode you can press the REDIAL key to enter the stored characters. You may chain speed-dial and/or redial numbers together. Terminate programming: Keyset: Press SPKR or lift and replace the handset. The DND key lights. (Display keysets show selected message. Date and time appear on the second line if there is no customized message.) Single-Line Set: Hang up. TO CANCEL DO-NOT-DISTURB: Executive Digital Keyset: While on hook press the lit DND key. The key goes off and the display shows DO NOT DISTURB OFF. Other Keysets: While on hook, press the lit DND key or enter the Cancel Do-NotDisturb feature code (371) or Do-Not-Disturb On/Off feature code (372). The key goes off and the display shows DO NOT DISTURB OFF. Single-Line Set: Lift the handset, enter the Cancel Do-Not-Disturb feature code (371) or Do-Not-Disturb On/Off feature code (372), and hang up. TO PLACE YOUR BUSY STATION IN DO-NOT-DISTURB WHILE A CALL IS CAMPED ON: If, while on a call, you hear call waiting signals and you wish to let the caller know you do not Do-Not-Disturb Page 191 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 want to be disturbed: Keyset: Press the DND key or press the Special key ∞ and then enter a Do-NotDisturb feature code (370 or 372). The key lights. The display shows DO-NOT-DISTURB ON. The intercom caller is no longer camped on and receives do-not-disturb indications. Single-Line Set: (This procedure will interrupt your call in progress.) Hookflash and enter the a Do-Not-Disturb feature code (370 or 372). The intercom caller is no longer camped on and receives do-not-disturb indications. Hookflash twice to return to the current call. DO-NOT-DISTURB OVERRIDE If your keyset is enabled for do-not-disturb override and you hear do-not-disturb tones when placing an intercom call, you may use the following procedure to break through do-not-disturb and complete the call. DO-NOT-DISTURB OVERRIDE (KEYSETS WITH THIS FEATURE ENABLED ONLY): When you hear do-not-disturb tones while placing an intercom call, press the Special key ∞ and enter the Do-Not-Disturb Override feature code (373). If the called station is idle, the call rings as a private intercom call. If the called station is busy, your call camps on. Page 192 Do-Not-Disturb Override AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 REMOTE FEATURE PROGRAMMING The Remote Programming feature allows a user to place a phone in do-not-disturb mode (DND) or forward the station’s calls, either from another station or through DISA. Each station has a password to limit access to this feature. (See page 111 for information about DISA.) In a network, Remote Programming can be performed on one node for any keyset that is programmed as an off-node device on that node. You must go through DISA for remote programming of any keysets that are not programmed as off-node devices. STATION PASSWORD The station password is used only for the Remote Programming feature. NOTE To prevent unauthorized use of the call forward feature, all stations using Remote Programming should have a password. To make the passwords difficult to guess, they should not match the extension number or consist of one digit repeated several times. The station password can be up to 8 digits in length. The default password is the extension number of the station. The password can be changed by entering the Program Station Password feature code at the station or when using the Remote Programming feature. It can also be programmed through Individual Station programming. If the password is changed from a station, the user will be prompted for the old password, then the new password, and will be asked to verify the new password. If it is programmed through Remote Programming, the user will already have entered a correct password, so the user is only prompted for the new password and will be asked to verify the password. Should the verified password and new password not match, the old password will be retained and the programming session canceled. TO CHANGE THE STATION PASSWORD FROM YOUR STATION: (1) Enter the Program Station Password feature code (392). You hear a confirmation tone. If you have a display, it shows ENTER PASSWORD. (2) Enter your current password, followed by #. (At default it is your extension number.) If you have a display, it shows NEW PASSWORD. NOTE If you enter an incorrect password, the display will show INVALID PASSWORD and your station will return to the idle state. (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 confirmation tone. If you have a display, it shows PASSWORD SAVED. Your station returns to the idle state. Remote Feature Programming Page 193 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 TO CHANGE THE STATION PASSWORD USING REMOTE PROGRAMMING: (1) If calling from an outside telephone, access the system through a DISA line. Enter the DISA security code (if applicable). You hear a confirmation tone. If programming from another station, lift the handset or press the SPKR key. (2) Enter the Remote Programming feature code (359). You hear a confirmation tone. If you have a display, it shows ENTER EXTENSION. (Executive Keyset users can press the IC DIR key to use the intercom directory to look up a number.) (3) Enter the extension to be programmed. You hear a confirmation tone. If you have a display, it shows ENTER PASSWORD. If you entered an invalid extension number, you will hear reorder tones and can try again. (4) Enter the extension’s password followed by #. You hear a confirmation tone. If you enter an incorrect password, the display will show INVALID PASSWORD. Outside callers will be returned to dial tone and stations will return to the idle state. (5) Enter the Program Station Password feature code (392). You hear a confirmation tone. If you have a display, it shows NEW PASSWORD. (6) Enter the new password, followed by #. You hear a confirmation tone. (7) Enter the new password again for verification, followed by #. You hear a confirmation tone. If you have a display, it shows PASSWORD SAVED. Outside callers will hear dial tone and stations return to the idle state. REMOTE DO-NOT-DISTURB PROGRAMMING TO PLACE A STATION IN DO-NOT-DISTURB MODE USING THE REMOTE PROGRAMMING FEATURE: NOTE After each entry, non-display keyset users will hear a confirmation tone. Outside callers using a DISA line will hear confirmation tone followed by DISA dial tone. Display keyset users will not hear confirmation tones but will see a prompt asking for the next entry. (1) If calling from an outside telephone, access the system through a DISA line. Enter the DISA security code (if applicable). You hear a confirmation tone followed by DISA dial tone. If programming from another station, lift the handset or press the SPKR key. (2) Enter the Remote Programming feature code (359). If you have a display, it shows ENTER EXTENSION. (Executive Keyset users can press the IC DIR key to use the intercom directory to look up a number.) (3) Enter the extension to be placed in DND. If you have a display, it shows ENTER PASSWORD. If you entered an invalid extension number, you will hear reorder tones and can try again. (4) Enter the extension’s password, followed by #. If you have a display, it shows ENTER FEATURE CODE. NOTE If you enter an incorrect password, the display will show INVALID PASSWORD and the call is disconnected. Station users will hear reorder tones. Page 194 Remote Do-Not-Disturb Programming AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (5) To turn on Do-Not-Disturb: a. Enter the Do-Not-Disturb On feature code (370). (The On/Off feature code cannot be used in remote programming.) If you entered an invalid feature code, you will hear reorder tones and can try again. NOTE If the station you are programming is not allowed to use DND, you will hear reorder tones and the display will show CANNOT ACCESS RESERVED FEATURE. Outside callers will be returned to dial tone and stations will return to the idle state. b. Enter the desired do-not-disturb message number (01-20). If you entered an invalid message number, you will hear reorder tones and can try again. c. Enter the optional second-line message text, if desired, using any combination of the following methods: Remain in numeric mode: Press the keypad keys to enter the desired number. Use the pound key (#) for a hyphen (-) and the asterisk key (*) for a colon (:). Keyset users can press the FWD key once to leave a space, or press the MUTE key to backspace. Change to alphanumeric mode (keysets only): Press the MSG key (the key lights) or the USE ALPHA MODE menu key, then enter the desired characters. (Refer to the chart and instructions in your user guide.) Keyset users can press the FWD key once to advance or twice to leave a space, or press the MUTE key to backspace. Use speed-dial and/or redial numbers (keysets only): In either numeric or alphanumeric mode, you can speed dial a number (using the speed-dial key or feature code). In numeric mode you can press the REDIAL key to enter the stored characters. You may chain speed-dial and/or redial numbers together. d. Hang up to complete the programming. (6) To turn off Do-Not-Disturb: Enter the Do-Not-Disturb Off feature code (371). (The On/Off feature code cannot be used in remote programming.) The call is automatically disconnected when the feature code is accepted. If you entered an invalid feature code, you will hear reorder tones and can try again. Remote Do-Not-Disturb Programming Page 195 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 REMOTE FORWARD PROGRAMMING TO FORWARD A STATION USING THE REMOTE PROGRAMMING FEATURE: NOTE After each entry, non-display keyset users will hear a confirmation tone. Outside callers using a DISA line will hear confirmation tone followed by DISA dial tone. Display keyset users will not hear confirmation tones but will see a prompt asking for the next entry. (1) If calling from an outside telephone, access the system through a DISA line. Enter the DISA security code (if applicable). You hear a confirmation tone followed by DISA dial tone. If programming from another station, lift the handset or press the SPKR key. (2) Enter the Remote Programming feature code (359). If you have a display, it shows ENTER EXTENSION. (Executive Keyset users can press the IC DIR key to use the intercom directory to look up a number.) (3) Enter the extension to be forwarded. If you have a display, it shows ENTER PASSWORD. If you entered an invalid extension number, you will hear reorder tones and can try again. (4) Enter the extension’s password, followed by #. If you have a display, it shows ENTER FEATURE CODE. NOTE If you enter an incorrect password, the display will show INVALID PASSWORD and the call is disconnected. Station users will hear reorder tones. (5) To turn on Call Forward: a. Enter one of the following Call Forward feature codes. If you entered an invalid feature code, you will hear reorder tones and can try again. Call Forward All Calls355 Call Forward If Busy 357 Call Forward If No Answer356 Call Forward If No Answer/Busy358 b. Enter the forwarding destination. This can be an extension number or a trunk access code followed by an outside telephone number. If the forward destination is an extension number, programming is complete and the call is disconnected automatically. If the forward destination is an outside number, hang up to complete the programming. If the station is not permitted to forward to the destination entered, you will hear reorder tones and can try again. If you hang up before entering a forward destination, the programmed forward is canceled. (6) Page 196 To turn off Call Forward: Enter 355 and then hang up instead of entering a destination. Remote Forward Programming AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 DEFAULT STATION A station user can enter one feature code that will return the following features to their default states. • Cancels the following features, if in effect: — Do-Not-Disturb — Manual Call Forwarding — Queue Request — Account Code For All Calls Following — Background Music — Ring Intercom Always — Headset Mode • Restores the following features, if disabled: — Handsfree — Page Receive — Hunt Group Replace — System Forwarding • Returns keyset volumes to default levels • Returns keyset to standard keymap • If the keyset is a member of one or more ACD hunt groups, logs into the hunt group(s) • Does not affect PCDPM baud rate This feature is especially useful for installers and troubleshooters who need to know exactly how a given station is programmed. TO RETURN THE STATION TO DEFAULT: Keyset: While on or off hook, enter the Default Station feature code (394). You hear a confirmation tone and the display shows STATION DEFAULTED. If off hook, hang up. Single-Line Set: Lift the handset, enter the Default Station feature code (394). You hear a confirmation tone followed by dial tone. Hang up. HOOKFLASH A timed hookflash may be required for keyset and single-line users to use certain telephone company or PBX features. The CO Hookflash feature code sends a timed hookflash over the trunk when entered. A hookflash will restart the call cost display and toll restriction, plus it will start a new line in the SMDR printout. However, the call will remain under the same Call key. The Hookflash feature can be enabled or disabled on a trunk group-by-trunk group basis. It can be used on any outside call, including conference calls. The duration of the hookflash can be changed by reprogramming the LS/GS CO Hookflash timer (default value is 0.6 seconds). If the system is not installed behind a PBX, the Hookflash timer must be programmed to be compatible with the system's trunks. TO SEND A TIMED HOOKFLASH WHILE ON A TRUNK: Keyset: Press the Special key ∞ and enter the Hookflash feature code (330). Single-Line Set: Hookflash and then enter the Hookflash feature code (330). Default Station Page 197 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 REMINDER MESSAGES (KEYSETS ONLY) Reminder messages are set, like an alarm clock, to signal a keyset station at a specified time. The user can select the message and time up to 24 hours in advance. Twenty different reminder messages are available. These messages can be reprogrammed by the installer or using an Administrator’s station. Up to 224 reminder messages can be requested per system (up to 448 in a triple- or quad-cabinet system). At the programmed time, the reminder message signals the station with eight short tones. A display keyset shows the message until it is cancelled; a non-display keyset receives tones only. If the station is busy, the user still hears the tones and the message displays for 10 seconds during the call, then the display returns after the user hangs up. (Reminder displays interrupt, but do not affect, programming.) Messages can be changed by the installer or Administrators station, if desired. They are limited to 16 characters. The default messages are: 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 In a network, each node has its own list of reminder messages that can be used only on that node. The system has default reminder messages in both English and Japanese (Katakana). However, the Japanese messages can be reprogrammed only through an Administrator’s station (see page 14). The language of the messages seen by the station user is determined by the station’s programmed language. That is, if a station is programmed for Japanese, the user will see only Japanese messages when programing a reminder message. NOTE Only Digital keysets can be used for viewing Japanese prompts. Analog keysets do not support Japanese displays. TO REQUEST REMINDER MESSAGES: NOTE Lift and replace the handset to stop the process without selecting a message. Page 198 (1) While on hook, enter the Reminder Message feature code (305). Display keysets show SELECT REMINDER MSG # (01-20). (2) To select a specific message: Enter the two-digit message code (01-20). (Display keysets show selected message and SCROLL OR ACCEPT.) Reminder Messages (Keysets Only) AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 To scroll through the messages: View the available messages by pressing the high end of the Volume key or NEXT key to scroll forward or pressing the low end of the Volume key or PREVIOUS key to scroll backward. Each message displays for 0.5 seconds before another can be selected. When the desired message is displayed, press # or ACCEPT. (3) Enter the time that you wish to receive the message. (If using a station programmed for Japanese, these prompts will be reversed and you will set the AM/PM before the hour and minutes.) a. Enter the hour and minutes using four digits (e.g., 0900 for 9:00). b. If the system is set for 12-hour display format, the display shows SELECT AM OR PM. Press 1 or the AM key for AM or press 2 or the PM key for PM. You hear a progress tone when it is accepted and the display momentarily shows the select reminder message and time. NOTE If an invalid time is entered, you hear reorder tones and must enter the time again. (Display keysets show INVALID TIME.) TO RECEIVE A REMINDER MESSAGE: (1) At the selected time, you hear eight short tones and the message displays. Do one of the following: If your station is idle, go to the next step. If you are on a call, the message will display for 10 seconds. After you hang up, the reminder message returns and must be cleared. If you are programming your keyset, the programming function is interrupted. The message will display, but will not interrupt programming; you can continue. After programming is completed, the reminder message will return and must be cleared. (2) To clear the message: Remain on hook and press REMINDER MESSAGE CLEARED. * . The display shows EXPIRED TO CANCEL ALL OF YOUR REMINDER MESSAGE REQUESTS: While on hook, enter the Cancel Reminder Message feature code (306). The display shows REMINDER MSGS CANCELED. You cannot view or cancel individual messages. Reminder Messages (Keysets Only) Page 199 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 RECORD KEEPING AND MAINTENANCE FEATURES CALL COST ACCOUNTING The Call Cost Accounting feature estimates the cost of outgoing and incoming calls, displays it on the keysets, and prints it in the SMDR reports. The cost is based on the type of call, telephone number dialed, the elapsed time of the call, the day of the week, and the time of day. A table in the database supplies the rates for all types of calls, including multiplicative factors for evening and weekend rate changes on outgoing calls. The equation for calculating call cost is: Daytime Rate X Multiplicative Factor X Connect Time. The multiplicative factor adjusts the daytime per-minute call cost for evening and weekend rates of outgoing calls. For example, the evening call cost multiplier is 0.65 if calls are 35% less expensive after 5:00PM. The daytime rate (D), evening (E) multiplicative factor, and night/weekend (N/W) multiplicative factors are used on the following schedule: SUN MON TUE WED THU FRI SAT 8 AM TO 5 PM N/W D D D D D N/W 5 PM TO 11PM E E E E E N/W 11PM TO 8 AM N/W N/W N/W N/W N/W N/W N/W E NOTE The AXXESS System’s Call Cost Accounting feature is intended to provide a cost estimate that is applied to the various classes of calls. Due to the wide variation in charges among network carriers, the system’s call cost calculation cannot be used as a prediction of actual charges. This feature can only be used as a management tool to estimate call cost. If call cost is set to zero, call cost will not display during the call and the SMDR printout will show $00.00. In a network setting, the call cost shown on the display and SMDR output use the factors and rates for the node on which the trunk resides. In other words, if a station on Node 1 dials what is considered a long-distance number on Node 1, but the call is routed to Node 2 where the number is considered local, the keyset will use the local call cost rate from Node 2. The call rate used for calls between nodes will be based on the Network call rate. All outgoing calls using a trunk that is not subject to toll restriction are classified as one of the following call types for call cost calculation (call cost type is programmed in the database). Page 200 • Free • Local • Toll Local • Toll Long Distance • Operator/International Record Keeping And Maintenance Features AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 STATION MESSAGE DETAIL RECORDING (SMDR) Station Message Detail Recording (SMDR) is a system feature that provides a detailed record of outgoing and incoming calls. The system records only valid calls. Outgoing calls become valid when the Valid Call timer expires or polarity reversal is detected (depending on system programming). Outgoing calls become valid immediately if placed on hold or transferred. Incoming calls are always valid immediately. Station call data can be recorded on a customer-provided printer or an alternate device, such as a magnetic tape or floppy disk. The AXXESSORY Talk PC can also be used to capture Station Message Detail Recording (SMDR) information. The SMDR information is stored in a file on the AXXESSORY Talk PC hard disk for later retrieval. Selectable SMDR options include any combination of the following. (See page 200 for an definition of call cost types.) • Record All Incoming Calls: Records all incoming calls that are answered, except DID/ DNIS calls. • Record All Local Calls: Records all calls that use the “local” call cost. • Record All Free Calls: Records all calls that use the “free” call cost. • Record All Ring-in Diagnostics: A ring-in message is recorded for every incoming call (whether answered or unanswered) to indicate how long it rang. • Record All Toll Local Calls: Records all calls that use the “toll local” call cost. • Record All Toll Long Distance Calls: Records all calls that use the “toll long distance” call cost. • Record All Operator/International Calls: Records all calls that use the “operator/ international” call cost. • Record All DISA Calls: Records all DISA calls. • Record All Conference Calls: Records all conference calls. If all conference parties exit except one station and one outside party, the call is no longer considered a conference and when completed it will be recorded using the appropriate call cost for that outside call. • Record All DID/DNIS Calls: Records all calls received through DID and DNIS. • Record All Trunk To Trunk Calls: Records all calls made from one outside caller to another. • Record All Network Calls: Records all calls placed to and received from network nodes. The programmer can determine whether absorbed digits, equal access digits, and/or toll field digits appear in the SMDR printout. As an example, assume the following number was dialed: 89 (other system's trunk access code) - 10288 (equal access code) - 1 (toll field) - 602 (area code) - 961-9000 (seven-digit number). The following programming options can be used: • Suppress Absorbed Digits: Absorbed digits (on local or PBX lines) will not appear in the report if this option is selected. In the sample above, the absorbed digits (the other system's trunk access code) would be suppressed so that only 10288- 1-602-961-9000 appears. NOTE If absorbed digits are repeatable on a local line, the absorbed digits will not appear in the SMDR report even when repeated. • Suppress Equal Access Digits: Equal access digits will not appear in the report if this Station Message Detail Recording (SMDR) Page 201 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 option is selected. In the sample above, the equal access code field would be suppressed to print only 89-1-602-961- 9000. • Suppress Toll Digits: When this option is selected, toll digits will not appear in the report. In the sample above, the toll field would be suppressed so that only 89-10288602-961-9000 prints. Any combination of the above can be used. If all three fields are suppressed, only 602-9619000 will print. The programmer can also suppress or allow call information in the SMDR report “Dialed Digits” field. The following options are available: • Suppress Outside Party Number: Caller information that is received through ANI or Caller ID will not appear if this option is selected. • Suppress Trunk Number: Information received through DID or DNIS will not be included in the report if this option is selected. The programmer can determine which equipped station(s) and/or trunks will be included in the report, and whether off-node devices will be included in reports. However, for incoming calls, DISA calls, conference calls, and/or ring-in diagnostics, all calls are recorded even when they involve stations not in the programmed station list. SMDR can be programmed to record the elapsed time of calls in seconds (S=XXXXXX) or hours and minutes (HH:MM). If programmed to record elapsed time in seconds, the ELAPSED TIME field will show “S=XXXXXX” (XXXXXX represents the number of seconds) for calls up to 999999 seconds long. For calls lasting longer than 999999 seconds, ELAPSED TIME will show “HH:MM” (hours and minutes rounded up to the nearest minute). The SMDR output report is printed as shown in Figure 1 on the following page. A page heading (with the day of the week, date, month, year and column headings) is generated just after midnight to show the change in date. A header is also printed after output from another system source (alarm, informative message, etc.), using the same output device, interrupted the SMDR output. Page 202 Station Message Detail Recording (SMDR) AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FIGURE 1. SMDR Report Format TYP EXT# TRUNK XX DIALED DIGITS XXXXXXXXXXX <28 characters> TYP START ELAPSED COST ACCOUNT CODE HH:MM HH:MM:SS $XX.XX XXXXXXXXXXXX* Call type abbreviations for: Free 000 Local LOC Toll Local TLC Toll Long Distance TLD Operator/International O/I DISA DSA Conference CNF DID/DNIS (non-DISA) DID Incoming IN Network NET EXT The extension number (XXXXX) of the last station to handle the call is shown. For a CO-toCO call, this field shows the extension number of the second trunk involved. For a conference call, it shows the station that initiated or answered the call. For an unanswered ring-in, it shows *****. An outgoing call that has been initiated by another trunk will show the initiating trunk’s number. TRUNK The extension number of the trunk used during the call is shown. DIALED DIGITS For an outgoing call: The first 28 digits of the telephone number are shown (if ARS was used to place the call, the modified number, not the dialed digits, are shown). A “>” at the end of the number indicates that more than 28 digits were dialed. Some digits may be suppressed (see the previous page for an explanation). For a conference call, this field shows the station that brought the trunk into the conference unless the conference ends as a call with only one station and one trunk or if all conference parties are put on individual hold (in which case the field shows the last party to handle the call). For an incoming call: This field is determined by the service type of the trunk that was used for the call and whether the digits are being suppressed. If the information is not suppressed, it is included in the report as follows: SERVICE TYPE CALL RECORD SHOWS: RING-IN RECORD* SHOWS: DID, DNIS, or *DNIS* (not DISA ring-in) Trunk DID or DNIS Information Ring... Trunk DID or DNIS Information DID, DNIS, or *DNIS* with DISA ring-in Blank if answered; DISA digits if unanswered DISA calls do not generate a ring-in record Caller ID, ANI, or *ANI* Outside Party ANI or Caller ID Ring...Outside Party ANI or Caller ID *ANI*DNIS* Outside Party ANI or Caller ID and Ring...Outside Party ANI or Caller ID Trunk DID or DNIS Information and Trunk DID or DNIS Information None Blank Blank *Ring-in records appear only if ring-in diagnostic records are enabled as described on page 201. SMDR Report Format Page 203 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FIGURE 1. SMDR Report Format (Cont’d) START This shows the time that the call became valid (see paragraph on page 201 for an explanation). For an unanswered ring-in, it shows the time the call began ringing. It is shown in 24hour time (00:00 - 23:59). ELAPSED This shows the call length from the START time (above) until disconnect or the length of time an unanswered call was ringing. If the option is enabled that shows call duration in seconds, calls up to 999999 seconds long appears as S=XXXXXX (XXXXXX represents the number of seconds) and calls lasting longer than 999999 seconds appear as HH:MM (hours and minutes). COST This is the approximate cost of the call ($XX.XX), based on the database information. If cost exceeds $99.99, it is printed without the decimal point ($XXXXX). If it exceeds $99999, $$$$$$ is shown instead. If there is no cost, the field is blank. ACCOUNT CODE This is a standard, forced, or optional account code (up to 16 digits). An optional account code overrides standard or forced account codes. The field is blank if no account code was used. NOTE: If an asterisk (*) appears at the end of the record, as shown in the sample, it indicates that the call was terminated because the system detected a disconnect signal from the trunk (that is, the caller hung up before the station user on the call). Page 204 SMDR Report Format AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AXXESSORY Talk Features INTRODUCTION AXXESSORY Talk can be used for any of the following applications: • Automated Attendant: The automated attendant is a programmable feature that can be used to provide automated call answering service. Calls can transfer, forward, or directly ring in to an automated attendant. When an automated attendant answers a call, it plays a recording that gives dialing instructions. After hearing the recording (or at any time while it is playing), the caller may then dial an extension or mailbox number. • Automated Attendant Recall Destination: If a call is not answered after being transferred by the automated attendant, the call returns to (recalls) the Automated Attendant Recall Destination. The Recall Destination announces that the station is unavailable and allows the caller to leave a message (if the station has an associated mailbox) or dial another extension. • Call Routing Announcement: Call Routing Announcements can be used two ways: — A Call Routing Announcement application can be used in place of a playback device. When called, the Call Routing Announcement application will play a recording and then hang up. — The Call Routing Announcement application can use Digit Translation which allows the caller to press a single digit for access to a mailbox, a Fax On Demand function, or a station or hunt group that has an associated mailbox or extension ID. Each digit can lead to a “digit translation node” that has its own digit translation values. This layered Call Routing Announcement digit translation creates a “tree” of programmable digit translation nodes. Introduction • Directory Services: Directory services provide callers with a list of mailboxes and extension IDs. • Record-A-Call: This feature allows a station user to record an ongoing call in an AXXESSORY Talk mailbox message. When a station user enters the Record-A-Call feature code, the system places a call to the station's assigned Record-A-Call application. When the application answers, the system sets up a conference call with the station's Record-A-Call mailbox. If programmed, the mailbox plays a greeting to indicate that the recording is in progress. • STAR: The Scheduled Time-Based Application Router (STAR) enhances the programmability of the voice mail application greetings. With STAR, applications can be programmed to play alternative greetings for holidays and weekends. A STAR application is a table of up to 20 entries, that serves as a “routing table” which tells the AXXESSORY Talk which application will be used, based on day and time information in the table. (The applications are programmed to play the greetings, not the STAR application. The STAR routes the call to the right application.) • Station Message Detail Recording (SMDR) Information Storage: SMDR information can be stored on the AXXESSORY Talk’s hard disk and then processed using call record sorting software, such as Inter-Tel’s Inside Track. • Voice Mail: This application handles all calls that are directed to voice mail. Callers will hear the main company greeting, followed by a menu of available options. Stations can forward or transfer calls directly to their mailbox using this application's extension number. Page 205 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AUTOMATED ATTENDANT The automated attendant is a programmable feature that can be used to provide automated call answering service. Calls can transfer, forward, or directly ring in to an automated attendant. AXXESSORY Talk is required for the Automated Attendant feature on the AXXESS System. Calls to the automated attendant application are processed as follows. CALL TO AUTOMATED ATTENDANT Automated Attendant answers and plays a greeting followed by a menu of options. Caller selects option Call is sent to station, hunt group, voice mail, or operator destination. Caller does not select an option Caller uses the directory and can select the name of desired party. Call is sent to the Automated Attendant’s designated dial-0 operator. Call is sent to station, hunt group, voice mail, or operator destination. When an automated attendant answers a call, it plays a recording that gives dialing instructions. During or after the recording, the caller may then directly dial a station extension number, voice mail access number (if there is no associated mailbox), or hunt group pilot number. Or, the caller may use the directory to look up the desired extension. When the automated attendant answers a call, the caller will hear the company greeting, followed by instructions and the list of available options. The caller then has the following options: Page 206 • Dial a station extension number: If an extension number is dialed, the call is transferred to the selected station. If ringback tones are enabled, the caller hears ringing while the call is being transferred. If ringback is not enabled, the caller hears music. If the called station is forwarded, the call follows the programmed forward. • Dial a hunt group number: When a hunt group number is dialed, the call is transferred to the selected hunt group. The call rings or circulates in the hunt group. If ringback tones are enabled, the caller hears ringing while the call is being transferred. • Dial the Voice Mail application’s extension number: The caller can reach the Voice Mail main greeting by dialing the application’s extension number assigned to the Voice Mail feature. (See page 220 for Voice Mail information.) • Use the directory: If the caller does not know the extension or mailbox number of the desired party, he or she can spell the name using the keypad keys and “look up” the number in the directory. (This option can be disabled in the database. Or, if there are no names recorded for the individual mailboxes or for the system's extension IDs, this option will not be provided.) Directory names can be sorted by first or last name. (Refer to page 237 for information about using the directory.) • Dial the operator access destination: If the caller needs further assistance, dialing 0 will access the AXXESSORY Talk's programmed operator destination. Or, if the caller is on a rotary telephone and cannot enter a digit, the call will be automatically transferred to the operator destination. (The operator access destination is programmed in the database. There can be separate destinations for day and night modes.) Automated Attendant AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 NOTE Due to the natural characteristics of the trunk, the volume level of DTMF tones transmitted over the trunk may be substantially reduced before reaching the AXXESS System and AXXESSORY Talk. This natural degradation in tone volume may adversely affect the reliability of the Automated Attendant feature. Other factors which can affect automated attendant performance are trunk noise and the quality and strength of the DTMF tones generated by the off-premises phone itself. AUTOMATED ATTENDANT APPLICATIONS There are a number of different uses for this feature. Here are two examples: • Direct ring-in calls to a busy attendant could be forwarded to an automated attendant (using the Call Forward If Busy feature or system forwarding). • Calls could ring in directly to an automated attendant application’s extension number when the system is in day and/or night mode. AUTOMATED ATTENDANT RECALL DESTINATION When a station receives a call that has been routed through the automated attendant, the call is handled as a transferred call and the display shows TFR FROM (description). If the call is not answered, the call recalls the automated attendant’s recall destination. The recall destination is usually the Automated Attendant Recall Destination application which announces that the called station is unavailable and allows the caller to choose to leave a message (if the station has an associated mailbox) or dial another extension number. CALL TO AUTOMATED ATTENDANT Automated Attendant answers and transfers the call to the destination selected by the caller. The party receiving the transfer does not answer before the Transfer AXXESSORY Talk timers expires. Call goes to the Automated Attendant Recall Destination where caller selects option. Call is sent to station’s associated mailbox Call is sent to station, hunt group, voice mail, or operator destination. If the Recall Destination fails to answer a call, it is automatically sent to the recall destination’s programmed attendant. If the call is not answered there, it is disconnected. If an invalid number is dialed, the caller is prompted to enter another number. If a caller waits too long to make an entry, the caller is prompted again. The caller cannot access trunks or enter feature codes through the Automated Attendant application. Trunk access codes and feature codes are considered invalid numbers. AUTOMATED ATTENDANT CUSTOM AUDIOTEX RECORDINGS Custom audiotex recordings are made using the voice mail System Administrator’s mailbox as described on page 35. Each recording is associated with a recording number and assigned to the application(s) in database programming or using the System Administrator’s mailbox. (Refer to page 35 in this section.) Automated Attendant Page 207 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 EXTENSION IDS Extension IDs are used in conjunction with transferring calls through the Automated Attendant or using the Extension Directory. The extension ID allows callers to be transferred to stations and applications that do not have mailboxes. It also allows the station or application to have a recorded name in the directory. This feature is set up and initialized using database programming and Voice Mail features. If an Extension ID has been created in database programming for a station extension number, either the principal owner of the extension or the voice mail System Administrator must set up (initialize) the ID with a new password and record a name for use in the Extension Directory. At default, the extension ID password is the same as the extension number. If the Extension ID has not been “initialized” calls can still be transferred to the associated extension number. However, they cannot be accessed from the directory. If the Extension ID's user name has not been recorded it cannot be heard when callers access Extension Directory. The name must be recorded in order to fully initialize the Extension ID. See page 226 for more information on initializing Extension IDs. NOTE To provide system security, all extension IDs should have a password. To make the passwords difficult to guess, they should not match the station’s extension number or consist of one digit repeated several times. The default password should be changed the first time the user logs in. Once a password has been set up and the name recorded, the extension owner may access Extension ID Options which allows the associated directory name and password to be modified. If an Extension ID has not been created for a station, callers using the automated attendant cannot be transferred to that destination. Instead, these callers will receive a system recording notifying them of an invalid entry and are routed back to the automated attendant's main menu. Individual extension IDs can be programmed as “Private” in database programming. A Private number is included in the directory and can be dialed if the caller knows the number, but the extension number information is not available to the caller; only the name is played. Extension IDs can also be programmed as “`Unlisted.” That means that the number will not be included in the directory, but can be dialed if the caller knows the extension number. Calls transferred from the AXXESSORY Talk Automated Attendant or a Call Routing Announcement application to stations with extension IDs can be screened, announced, or unannounced. Programming flags determine the methods used for transferring calls to stations with extensions IDs. See page 152 for details. Page 208 Extension IDs AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 CALL ROUTING ANNOUNCEMENT The Call Routing Announcement application can be used as a simple playback device that plays a message and then hangs up to disconnect the call. This is especially useful for programming hunt group announcement and overflow stations. Or, the Call Routing Announcement application can use digit translation which allows the caller to press a single digit for access to a station, hunt group, or mailbox. CALL TO CALL ROUTING ANNOUNCEMENT WITHOUT DIGIT TRANSLATION Call Routing Announcement answers and plays a recording. Call Routing Announcement hangs up. (If this is an announcement or overflow station, the call returns to the hunt group.) CALL TO CALL ROUTING ANNOUNCEMENT WITH DIGIT TRANSLATION Call Routing Announcement answers and plays a greeting Caller does not select an option (Timeout) Caller selects option Call is sent to station, hunt group, voice mail, operator destination, digit translation node, or directory as determined by digit programming. Call is sent to station, hunt group, voice mail, operator destination, digit translation node, or directory as determined by Timeout programming. When a Call Routing Announcement application is used as a hunt group announcement or overflow station, calls to the application automatically stop circulating through the hunt group if the caller selects a valid digit translation option. This allows the application to send the call to other stations without the call being “pulled back” into the hunt group when a hunt group station becomes available and answers the call. However, if the caller does not dial a valid digit translation option, the call will be pulled back if a hunt group member answers. CALL ROUTING CUSTOM AUDIOTEX RECORDINGS When accessed, the Call Routing Announcement application will play a custom audiotex recording and then hang up. Call routing announcements are recorded using the voice mail System Administrator's mailbox as described on page 35. An AXXESSORY Talk Call Routing Announcement application message can be programmed to include the caller's queue position and/or estimated wait time. The queue position announcement tells the caller how many calls are ahead of his or her call. This includes calls being served and waiting calls. Call Routing Announcement Page 209 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Recordings for fax documents should include all dialing instructions. The recording should state whether documents can be selected by number and/or list all options. If fax delivery times are set to specific days or times, the recording should also include this information. CALL SCREENING Calls transferred from the AXXESSORY Talk Automated Attendant or a Call Routing Announcement application can be screened, announced, or unannounced. Separate programming flags determine the methods used for transferring calls to stations with mailboxes, stations with extension IDs, and extensions without mailboxes or IDs. See page 152 for details. DIGIT TRANSLATION Digit translation allows callers to dial a single digit to access a designated extension number, mailbox, or hunt group. Up to 12 digit translation storage locations (#, *, 0-9) are available for each Call Routing Announcement application. To use digit translation, the Call Routing Announcement application must have special programming. After the application is created and programmed, the voice mail System Administrator’s mailbox is used to make a custom audiotex recording that explains the options to callers, as described on page 35. A caller who listens to the Call Routing Announcement recording can dial the single-digit location number to reach the designated destination. For example, if the hunt group extension for a customer support group is programmed for digit 3, the recording should say something like, “Press 3 for customer support.” The AXXESS System provides a choice between English and Japanese prompts and displays. The system selects the language to use for each call, as determined by the trunk, station, and AXXESSORY Talk programming. When using a Call Routing Announcement application with digit translation, the individual AXXESSORY Talk applications assigned to the digits can be programmed to override the device language and provide prompts in one language only. Using this method, you can program a Call Routing Announcement tree that offers callers a choice between languages. See page 242 for more information. DIGIT TRANSLATION NODES A “digit translation node” is a digit translation destination that allows further digit translation options. Unlike extension and mailbox destinations, a digit translation node does not move the call to a specific location. Instead, it offers additional dialing options. A digit translation node can use any of the Actions, including transfers to other digit translation nodes. The use of digit translation nodes allows the programmer to create a Call Routing Announcement with several layers to form a digit translation “tree.” The tree can be made up of digits with destinations and/or digit translation nodes with additional translations. An example of a Call Routing Announcement application with a multi-layered tree is shown on the next page. Page 210 Call Routing Announcement AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 FIGURE 1. Sample Call Routing Announcement Tree EXT 2500: “Thank you for calling X Company, if you know the party’s extension number, you may dial it now. For a company directory, press #. For Sales information press 3. For technical support, press 4.” CALLER DIALS # CALLER DIALS A CALLER DIALS A NUMBER THAT BEGINS NUMBER THAT BEGINS WITH 1 WITH 2 Company Directory C ALLER DIALS 0 Transfer to Operator Call is sent to extension number dialed Transfer to Sales Node: “To speak to the operator, press 0. To select Sales information by fax, press 1. To speak to a Sales representative, press 2.” CALLER DIALS 1 CALLER DIALS 1997, 1998, or 1999 CALLER DIALS 4 Transfer to Hunt Group 2001 (Tech Support) CALLER DIALS 2 Transfer to Node (Sales Info Fax): “If you know the fax document number, please dial it now. If you wish to speak to the operator, dial 0. For a product list, dial 2. For a price list, dial 3. For training information, dial 4. Then press # to check your selections and enter your fax number or press * to cancel.” CALLER DIALS 0 CALLER DIALS 3 Transfer to Extension 2000 (Sales Hunt Group) Transfer to Operator Fax with that number is selected. CALLER DIALS 2 Selects Fax Document 1999 - Product List CALLER DIALS 3 Selects Fax Document 1998 - Price List CALLER DIALS 4 Selects Fax Document 1997 - Training CALLER DIALS # End Fax Selections: System requests dialing information and send fax, then returns to Main Menu. CALLER DIALS * Cancel Fax Selections: System returns to greeting. Sample Call Routing Announcement Tree Page 211 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AXXESSORY TALK FAX ON DEMAND The Fax On Demand feature provides fax services to callers. It is a specially programmed Call Routing Announcement application that uses digit translation to allow callers to select the documents they wish to have faxed to them. With Fax On Demand, callers can use a DTMF telephone to request one or more documents from the company’s fax library. (This library of fax documents is also used in the AXXESSORY Talk Central faxing feature.) When the request is completed, the AXXESSORY Talk places a call to the caller’s fax machine to deliver the requested documents. The Fax On Demand process is shown in the following steps: (1) The caller reaches the Call Routing Announcement application either through direct ring-in or transfer. (2) After listening to the introductory recording, the caller selects a document by entering a document number or using digit translation, depending on digit translation node programming. If the document is selected by number, the system will ask the caller to verify the entry by pressing #. If the number is invalid, the system alerts the caller and returns to the introductory recording. (3) The system checks the availability of the document and one of the following occurs: (4) If the document is available, the system tells the caller how many documents have been selected and how many more documents can be requested (as determined by the Maximum Selections Allowed value in the database). It then returns to the recording to allow the caller to select more documents or end the selection process. (5) If the document has been deleted or is being updated, the caller is told that the document is unavailable and returns to the recording. (6) If desired, the caller selects additional documents and the system checks for their availability as described above. If the maximum number of allowed documents has been reached, the system informs the caller and gives the option of returning to the greeting or ending the selection process. If a caller selects the same document more than once, the system informs the caller of the error and allows another selection. (7) If desired, the caller can cancel the document selections at this point by pressing the Cancel Fax Selections digit (usually *). However, once the next steps are completed, the faxes will be delivered. (8) When the caller ends the selection process by pressing the End Fax Selections digit (usually #), or reaches the allowed maximum number of documents, the system requests fax dialing information from the caller. (9) The caller enters and verifies his or her extension number (to be printed on the cover sheet) and the caller’s fax machine telephone number. (10) The system checks the entered number and one of the following occurs: Page 212 • If the number is valid, the system tells the caller when the document will be delivered (this depends on the programmed fax delivery times in the AXXESSORY Talk database), and returns to the recording. • If the number cannot be dialed by the Message Notification/Retrieval application due to toll restrictions, the system tells the caller that the number cannot be dialed and asks for a new number. • If the caller enters an invalid number, the system tells the caller the number is invalid and asks for a new number. AXXESSORY Talk Fax On Demand AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (11) The caller hangs up or returns to step 2 to select more documents. (If more documents are selected and canceled, the documents that were selected and accepted previously will still be sent. Each time the caller accepts the documents and enters the dialing information, the documents are prepared for transmittal. They cannot be canceled after that point.) (12) The AXXESSORY Talk Message Notification/Retrieval application places a call to the caller’s fax machine as soon as a fax port is available, unless one of the following occurs: • If the fax was requested outside of the programmed fax delivery times, the system will wait until the Fax Delivery Start Time on an allowed day of the week before it attempts to send the document. The Fax Delivery Start and Stop times determine when faxes can be sent. Start and stop times can be set to any time period, up to 24 hours. The programmer can also determine which days of the week faxes will be sent. • If other calls are going out and the programmed Maximum Number of Outgoing Calls has been met, the system waits for an available outgoing call to send the fax. • If a fax port or trunk is not available or if a requested document is not available, the system delays delivery until the resource or document is available. • If a requested document has been deleted, the system will complete the delivery, but will indicate on the cover sheet that the document is no longer available. • If a fax delivery fails after one or more pages have been transmitted, the system remembers which pages were not sent and tries again to send only those pages. For example, if the transmission failed in the middle of page 3 of 5, the system would attempt to send only pages 3, 4, and 5 on the retry. The cover sheet on the retry will say, “This fax is the continuation of...” and the description for the fax will include “continued” in the title. Documents are stored in the fax library using the System Administrator's mailbox. To do so, a fax machine places a call to the System Administrator's mailbox and sends the document. (See page 34 for instructions.) Fax On Demand transmits a cover sheet with each faxed document that includes the recipient's extension number, your company name (as programmed in the database), the date, the number of pages to be sent, and a list of included documents. If you wish, you can store a company logo to be used on the cover sheet. The logo can be up to 5.5 inches tall; if it is larger, the system automatically cuts it off at the 5.5 inch mark. The logo document is stored, like other fax documents, using the System Administrator's mailbox. If you have several fax documents, you may want to create and store a “catalog” document that callers can request before continuing their selections. For example, the catalog can include the document number, title, description of the contents, number of pages, and last revision date for each document. Fax documents can be saved and restored using the AXXESSORY Talk Save And Restore database program. The AXXESS System Save And Restore operation has no effect on fax documents. However, if the system database is defaulted, all fax documents are deleted. The digit translation node used for fax document selection should have a greeting that explains how to select documents. For example, it can say something like, “Welcome to Fax On Demand. For a product list, press 1. For a price list, press 2. When you have made your selections, press # to continue. Or, to cancel your selections, press *.” Or, you can use a series of digit translation nodes that break the document selection into categories and/or allow callers to dial individual document numbers. If fax delivery times are set to specific days or times, the introductory recording should also include this information. AXXESSORY Talk Fax On Demand Page 213 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 DIRECTORIES There are two types of AXXESSORY Talk directories that can be enabled (or disabled) in the system: Mailbox and Extension. • The Voice Mailbox Directory is a list of mailbox owners, their recorded names, and mailbox numbers. • The Automated Attendant Directory, provided to all Auto Attendant callers, is a list of all mailbox owners and extension ID owners and their recorded names. The directories can be selected in the following ways: • From the Voice Mail or Automated Attendant main menu: Press the • Using a Call Routing Announcement application: Press the Digit Translation digit designated for directory access. (See page 209 for a detailed explanation of digit translation.) • As a Voice Mail Owner: Mailbox owners can access the directory by pressing whenever they are prompted to enter a mailbox number. # key. # If a directory is disabled or empty because no names are recorded for any of the system’s mailboxes and extension IDs, callers will not hear the prompt that allows access to the directory. However, if the caller does press # or a Directory menu key the user will be instructed that the selection is invalid and returned to the initial instructions. Recorded names are added to the directories when the owner of the mailbox or extension ID has initialized the name. If the mailbox or ID is not initialized, the directory will include only the mailbox number or extension ID number. (Group Lists are not included in either type of directory.) The caller uses the keypad keys to enter the name. The application then plays the closest matching directory name that corresponds to the digits entered by a caller. Once the name has been played the system will return a menu of options, including the following: Page 214 • Listening to the previous or next name in the directory • Listening to additional information (This option is not available if the mailbox or extension ID number has been classified in the database as a “Private” number.) • Spelling a new name • Toggling from a last to first name search mode • Accepting the name Directories AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 LOCATING A NAME There are two methods used for entering a name: Quick Spell and Exact Spell. Outside callers and station users with non-display keysets and single-line sets use Quick Spell. Display keyset stations use the Exact Spell method. • Quick Spell callers press a single digit (or key) from their digital telephone dial pad for each letter or character entered. For example, keypad key 2 shows ABC, key 3 shows DEF, etc. To enter JONES, you would press 5 6 6 3 7 . Some characters are not shown on the keys: for “Q” press 7 , for “Z” press 9 , for punctuation marks press the 1 key. • Exact Spell callers press the keypad keys to enter the name. The number of times a key is pressed determines which character is entered, as shown on the chart below. When adjoining characters are located under the same key, press FWD once to advance to the next character. For example, 5666 FWD 66337777 would enter JONES. NUMBER OF TIMES KEY IS PRESSED KEY 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 / 5 6 M N O # 6 7 P Q R S 7 8 T U V ? 8 9 W X Y Z 9 0 @ : . , 0 After the digits have been entered, the caller presses # to begin the search. The Automated Attendant application plays the name that most closely matches the digit(s) that were entered. If # is pressed without entering any digits, the caller will hear the first name in the directory. If a user presses 0 at any time while spelling a name, the system will play a helpful prompt instructing the caller how to enter a name. (Display keyset users will receive Exact Spell instructions; all other users will hear Quick Spell instructions.) CHANGING THE FIRST/LAST NAME SEARCH Each directory can be programmed to be organized by last name or by first name. Callers accessing a directory receive system voice prompts that ask them to enter the first or last name of the person for whom they wish to leave a message. If an Executive keyset is used to access a directory, the caller may switch back and forth from looking up a last name, to a first name simply by pressing the corresponding menu key. Callers using Standard keysets or single-line sets can press 5 to toggle between last and first name. LISTENING TO THE NEXT/PREVIOUS NAME After a name has been played, the caller can listen to the previous name in the directory by pressing 1 . To listen to the next name, the caller can press 3 . The directory lists are circular. That is, when the end of the list is reached, the next name played will be the first name in the directory. Or, if the caller scrolls to the beginning of the list, the “previous” name played will be the last name in the directory. Locating A Name Page 215 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 ACCEPTING A NAME When the caller is using the Voice Mail feature, and accepts a name, the caller is transferred to the corresponding mailbox. There the caller will hear either the mailbox’s recorded greeting, recorded directory name, or, if no recording has been made, the “mailbox number XXX is not available” prompt. The caller can then record a message. If the caller is using the Automated Attendant feature, and accepts the name, the caller is transferred to the selected destination (station or mailbox) if it is available. If a station extension is dialed and the destination is not available, the caller is sent to the associated mailbox, if one exists. REQUESTING ADDITIONAL INFORMATION After a name is selected from the directory, the caller has the option of requesting additional information. When requested, the mailbox number, extension number, and name are played (if they have not been disallowed). Individual mailboxes and extension IDs can be programmed as “Private” in database programming. A Private number is included in the directory and can be dialed by a caller who knows the number, but the associated mailbox and extension number information are not available to the caller; only the name is played. Mailboxes and extension IDs can also be programmed as “Unlisted.” That means that the number will not be included in the directory, but can be dialed if the caller knows the extension number. USING THE DIRECTORIES TO USE A DIRECTORY: (1) Dial the Voice Mail access number. You hear the recorded system greeting. (2) Press (3) The keys on your telephone are labeled with letters. Use Quick Spell (non-display keyset or single-line) or Exact Spell (display keyset) to enter the desired name, as described on page 215, then press # . (If you wish to exit from the directory without selecting a name, press * or hang up.) (4) The Voice Mail application will play the selected name. Do one of the following: # to access the Directory Services application. To accept the name: Press # . To hear the previous name in the directory: Press 1 . To hear additional information for the selected name (if allowed): Press To hear the next name in the directory: Press To spell a different name: Press 4 . . and repeat step 3. To switch the first/last name sort order: Press Page 216 3 2 5 . Accepting A Name AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 RECORD-A-CALL NOTE This feature must be enabled in Premium Features. If the AXXESSORY Talk has a Record-A-Call application, the users can enter a feature code to record ongoing calls in their designated Record-A-Call mailboxes. Users can retrieve the recorded messages later, just as they would any other mailbox message. The Record-A-Call mailbox records the call as a voice mail message. All parties will be included in the recording. If desired, the Record-A-Call mailbox can be programmed to play a message announcing that the Record-A-Call feature is in progress. There can be separate messages for day and night modes. A Record-A-Call tone can be programmed to alert callers at the beginning of the recording. Also, it can be programmed to beep periodically throughout the recording. There are three ways a station can be programmed to use this feature: • The station can use its personal mailbox, or any other mailbox, as the assigned RecordA-Call mailbox. No other mailbox can be selected. (This is the default programming for all stations.) • The station can be programmed with a default mailbox box, but with the option of selecting a different mailbox. If the user chooses to not enter a mailbox number, the system automatically selects the default mailbox. • The station can be programmed to require the user to select a mailbox every time the feature is used. Without a default mailbox, the user must select a mailbox. When the requesting station user hangs up, all parties are automatically disconnected. If all parties on the call hang up, except the requesting station user, an intercom call will remain connected between the requesting station and the Record-A-Call application. This allows the user to make additional comments before ending the recording. When the station user turns off Record-A-Call or ends the call being recorded, the AXXESSORY Talk delivers the message to the mailbox. The station associated with the mailbox will receive message waiting indications as usual. See page 227 for message retrieval instructions. The programmer can set a maximum length for Record-A-Call messages. The Record-A-Call Maximum Message Length timer can be set at 0-600 minutes. A 0 setting allows messages of any length, limited only be the available disk space. The default is 30 minutes For more information on using the Record-A-Call feature, refer to page 159. Record-A-Call Page 217 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 SCHEDULED TIME-BASED APPLICATION ROUTER (STAR) Scheduled Time-Based Application Routing (STAR) allows you to have applications with alternate greetings and/or different programming set up for holidays, weekends, and other scheduled events. A STAR application is basically a “routing table” for AXXESSORY Talk applications. When a direct ring-in call (from a trunk group or call routing table) rings in to a STAR application, it sends the call to another AXXESSORY Talk application, according to its programmed schedule. The caller will not be aware of this transfer, but will hear the programmed day or night greeting for the destination application. (The STAR application itself does not play a greeting.) STAR can be used with any type of AXXESSORY Talk application except Auto Attendant Recall and Record-A-Call. You can even send calls from one STAR application to another, thereby “chaining” the applications together to increase the number of available schedules. A STAR application can contain up to 20 scheduling entries with the following settings: • Application: This is the application (call routing announcement, automated attendant, etc.) that will be used when the scheduling information applies to the incoming call. • Start/Stop Date: If the schedule is going to active on a single day or for a period of days, it will have Start and Stop Dates. (To have the schedule active on only one day, the Start and Stop Dates can be the same day.) • Days of the Week: The schedule can be used on specific days of the week. • Specific Times or Day/Night Mode: The schedule can be set to be active for a specific period of time on the selected day(s). Or it can be set to be active in day or night mode. The chart below shows several samples of STAR entries. Note that there are two entries for Labor Day and Memorial Day, and that Christmas Day and Christmas Holiday overlap. The first entry in the table is checked first, and so on, until a match is found. So it is important that the applications are programmed in the correct order. For example: • The Labor Day entry, with a specific time, comes before the Day/Night entry so that a different message is played from 10:00 to 2:00 only. • The early time intervals come before the later intervals on Memorial Day. • Dec 25 comes before the range of dates Dec 24- Jan 4 so that the special holiday message will be played on that day only. Once a match is found, the application corresponding to the matched entry is invoked. If no match is found, then the application programmed in the “Default Application” field is invoked. When programming the days and times, be careful not to overlap. For example, if you place a date entry for Dec 25 after a day of the week entry for Monday, and Christmas Day occurs on a Monday, the “Monday” application will be selected instead of the “Dec 25” application. ENTRY DESCRIPTION DATE DAY TIME INTERVAL DAY/NIGHT 1 Labor Day Sep 1 2 Labor Day Sep 1 3 Memorial Day May 30 8:00am-5:00pm 2605 4 Memorial Day May 30 5:00pm-8:00am 2606 5 Christmas Day Dec 25 Both 2607 6 Christmas Holiday Dec 24 - Jan 2 Both 2608 7 Weekends Sat, Sun Both 2612 8 Lunch Break M-F 9 Night Shift M-F Night 2614 10 Day Shift M-F Day 2615 Page 218 10:00am-2:00pm APPLICATION 2600 Both 11:00am- 1:00pm 2601 2613 Scheduled Time-Based Application Router (STAR) AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 SMDR INFORMATION STORAGE AND RETRIEVAL The AXXESSORY Talk PC can be used to capture Station Message Detail Recording (SMDR) information. The SMDR information is stored in a file on the AXXESSORY Talk PC’s hard disk for later retrieval. Every time a call is completed, the AXXESS SMDR feature records the call, formats it according to SMDR programming (see page 201), and sends the record to the SMDR output device, if enabled. The formatted record is also sent to the AXXESSORY Talk PC if SMDR buffering is enabled. The AXXESSORY Talk PC adds each call record to the SMDR buffer file as it is received. The amount of disk space allocated for SMDR storage is determined in database programming. The default value is zero megabytes of memory. If the call records use disk space exceeding 80% of the allotment, the system generates an alarm and displays it at the primary attendant station and all telephone system administrator stations. Another alarm message is generated if the allotted space is 100% filled. If the maximum buffer capacity is exceeded, the oldest call record(s) are discarded as new ones arrive. NOTE Since each SMDR call record takes up approximately 81 bytes on the AXXESSORY Talk PC, nearly 13,000 calls can be stored in each megabyte of hard disk space. The SMDR records, which are stored in ASCII/binary format, are buffered until they are cleared by the programmer. If desired, the programmer may save and/or restore SMDR data (along with the system database) to floppy disks using the AXXESSORY Talk Save and Restore feature. If desired, the SMDR records can be retrieved and processed using Inter-Tel Inside Track, a separate call accounting software package, to create customized reports. In a network setting, the AXXESSORY Talk will buffer SMDR records that are sent from other nodes in the network. SMDR Information Storage And Retrieval Page 219 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 VOICE MAIL The Voice Mail feature allows callers to send and receive recorded messages from any station or DTMF telephone. (Dial-pulse signaling is not recognized by AXXESSORY Talk. Callers using dial-pulse phones will be routed to the Voice Mail application’s Dial-0 Destination for assistance.) VOICE MAIL AND MESSAGE NOTIFICATION/RETRIEVAL APPLICATIONS Two types of applications are combined to provide the Voice Mail feature: Voice Mail and Message Notification/Retrieval. • Voice Mail: This application handles all calls that are directed to voice mail (other than the Message Notification/Retrieval application). Callers will hear the main company greeting, followed by a menu of available options. Stations can forward or transfer calls directly to their mailbox using this application’s extension number. This application can also be the message center for the stations. CALL TO VOICE MAIL Voice Mail answers and plays a greeting followed by a menu of options. Caller selects option Call is sent to mailbox. Or a mailbox owner enters his own mailbox. Caller does not select an option Caller uses the directory and can select the name of desired party. Call is sent to the Voice Mail designated dial-0 operator. Call is sent to selected mailbox. • Message Notification/Retrieval: Only one Message Notification/Retrieval application may be created for the system. When station users respond to message indications left by voice mail, they reach the Message notification/Retrieval application and are prompted only for their password. MESSAGE IS LEFT IN A MAILBOX Voice mail leaves a message waiting indication at the station designated as the message notification station for the mailbox. Station user responds to message indication (presses MSG key or enters feature code). INTERCOM CALL IS PLACED TO MESSAGE NOTIFICATION/RETRIEVAL APPLICATION Station user is prompted for the password to his mailbox. Page 220 Voice Mail AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Callers gain access to the Voice Mail application in the following ways: • By dialing the telephone number or extension number assigned to the Voice Mail application • By being transferred to the Voice Mail by the automated attendant • By being forwarded to the Voice Mail when a called station is unavailable (via the Call Forwarding or System Forwarding features) • By responding to message waiting indications Callers will hear the Voice Mail company greeting and recorded instructions that tell them what to do next. Users simply listen to the prompts and press the keypad key that corresponds to the desired choice. If the user does not respond immediately, a second set of prompts is played. Most prompts are interruptible, and users can press the desired key at any time during the prompt. The prompt will then stop and the system will act on the requested choice. MAILBOXES A mailbox is a storage location on the AXXESSORY Talk PC hard disk that stores all messages that have been directed to it. (The hard disk also stores prompts, greetings, and special programming.) Each “Mailbox Owner” (member of the voice message system) is assigned a unique mailbox number. At system default, the passwords are the same as the mailbox numbers. (For example, the default password for mailbox 1001 is “1001.”) There are three types of mailboxes on the voice mail system: Standard, Receive-Only and System Administrator. There can also be Extension IDs which are stations that do not have mailboxes, but that are included in the recorded directory. • The Standard mailbox owner receives all of the available options as authorized through database programming. Standard mailbox features include: — Listening to new messages — Recording and sending messages — Deleting and restoring messages — Saving messages — Personal options (greeting, password, etc.) — Remote messaging (if authorized through database programming) • A Receive-Only mailbox type may only listen to new messages, save, delete, or recover them and access personal options. This type of mailbox is restricted from recording and sending messages and has no access to remote messaging. • There can be only one voice mail System Administrator. The voice mail System Administrator has all of the options a Standard mailbox owner has, plus these features: — Record and send broadcast messages to all mailbox owners of the voice mail system — Provide mailbox and group list maintenance — Record and select Custom Audiotex Recordings Voice Mail Page 221 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 • Extension IDs are used in transferring calls through the Automated Attendant or using the Extension Directory. The extension ID allows callers to be transferred to station extensions which do not have mailboxes and allows the station user to record a directory name and set up a password. Calls transferred from the AXXESSORY Talk Automated Attendant or a Call Routing Announcement application to a station with a mailbox can be screened, announced, or unannounced. Separate programming flags determine the methods used for transferring calls to stations with mailboxes. See page 152 for details. During database programming, each mailbox is assigned a dial-0 operator destination. When a caller presses 0 while listening to the mailbox’s personal greeting or recording instructions, or while recording a message, the operator destination is called. The operator can be one of the following types: • Mailbox: If the operator is a mailbox, the caller will hear the operator destination’s personal greeting after pressing 0 . • Station extension number: If the operator destination is an extension number, the caller will hear the Automated Attendant transfer prompt while the call is placed to the extension number (“Please hold while I transfer your call to...”), unless it has been disabled at the mailbox. If the station user does not answer, the caller will be asked if he wants to leave a message, if the operator’s extension has an associated mailbox. If the caller chooses not to leave a message, the call returns to the main menu of the application being used (Call Routing Announcement, Voice Mail, or Auto Attendant). • Application extension number: If the operator destination is an application’s extension number, the call is transferred to that application’s main menu. • Operator: If the operator destination is set to “Operator,” the caller will be transferred to the operator destination programmed in the AXXESSORY Talk database. • None: If the operator destination is set to “None,” the 0 will be ignored. GROUP LISTS Group lists are programmed in the database. They are lists of mailboxes that can be used by any mailbox owner for sending messages to several mailboxes simultaneously. The information that is programmed for group lists include the following: • Group list description • Group list number • Mailboxes included in the list There can be up to 100 group lists in the system and up to 100 entries per group list. Group Lists are not included in the Automated Attendant or Voice Mail directories. Instructions for using group lists are given on page 230. Page 222 Voice Mail AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 MESSAGE NOTIFICATION TO STATIONS Each mailbox has a programmed Message Notification Station. This is usually the extension number that matches the mailbox number (associated mailbox). However, a different number can be used for the mailbox’s message notification station (non-associated mailbox). • Associated: When the extension number, message notification number, and mailbox number for a station all match, that station user can forward calls to voice mail and have the call go directly to the associated mailbox’s personal greeting. (Even if other mailboxes use that extension number as their message notification extension.) • Non-Associated: The extension number assigned as the Message Notification Station for a non-associated station is an extension number that does not match the mailbox number. (For example, a hunt group pilot number can have a mailbox, but the message notification must be sent to a specific station so that a message lamp can be lit or message notification signal can be sent.) If a station user’s extension number does not match a mailbox number, and the station user forwards calls to voice mail, the caller will hear the main voice mail greeting and must enter a mailbox number. When a mailbox receives a message, the message notification station is signaled. If it is a keyset, the MSG key is lit and the display shows that a message has been received. A single-line set will receive message waiting signals, if enabled system-wide. CASCADING REMOTE MESSAGE NOTIFICATION Remote Messaging is a voice mail feature that is enabled through database programming. Mailbox owners may program a series of specific telephone numbers (a “cascade”) for the voice mail system to call when new messages are received by their mailboxes. Refer to page 234 for instructions on setting up remote messaging. Each mailbox can have a Primary and/or an Alternate notification cascade of numbers. The notification numbers are programmed to be accessed during specific days and times. The voice mail system monitors the mailboxes continuously. During monitoring, if new messages have been received, the system will check to see if Primary notification is turned on. If it is, the system will check the day and time programming. If the current time is within the programmed notification day and time, the voice mail system will make the notification call(s) to the numbers in the Primary Notification cascade. If Primary Notification is turned off or if the day or time does not match, the voice mail system will immediately make the same check for Alternate Notification and possibly place calls to the numbers in the Alternate Notification cascade. When the AXXESSORY Talk makes a notification call, it moves through the appropriate notification cascade level by level as determined by the notification and retry programming described below. When the system reaches the last level in the cascade, it will return to level 1 and begin again, if necessary. If the system is not able to place the call within the parameters of the programmed notification day and time (due to busy facilities or invalid programming), the mailbox will receive a message stating that notification could not be completed (the mailbox owner will hear the message next time he or she accesses the mailbox.) Message Notification To Stations Page 223 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 The number of calls that the AXXESSORY Talk can process simultaneously is determined by the Maximum Number of Outgoing Calls flag. It defaults to 2, but can be programmed to use all of the enabled AXXESSORY Talk voice channels. All Messages, Priority Only, And Each New Message Flags When the mailbox is being programmed for remote notification, message notification can be set to place the notification call when any message is received or only when priority messages are received. (This defaults to “All Messages.”) Another mailbox flag, called “Call For Each New Message” determines when the AXXESSORY Talk will attempt to make the notification call when more than one message is waiting to be heard: • If the Call For Each New Message flag is enabled, the AXXESSORY Talk will attempt immediate notification each time a new message (or priority message, depending on the option selected) is received, regardless of the status of the applicable retry timer. If a retry is in progress, it will place the call to the number on the cascade table that would have received the retry call, as described below. (For example, if the AXXESSORY Talk was on level 3 of a cascade, attempting retries, it will not start over again at level 1. It will place the call to level 3.) • If the Call For Each New Message flag is disabled, new messages will not generate a remote notification attempt until you have logged on and listened to the waiting message(s). (However, retry calls will be attempted if the applicable retry timer expires, as described below.) Retry Call Attempts The mailbox can be programmed to retry notification calls when it encounters a busy trunk or trunk group. Each cascade level can be programmed with a Number of Call Attempts value of 1-1000 calls. If the mailbox user accesses the mailbox between the time the message is received and when remote notification is successful, the system will stop attempting remote notification. It is assumed that the mailbox user listened to the message when the mailbox was accessed. However, the MSG key at the station will remain lit if there are any messages that have not been heard. Each level also has a Number Called Busy timer, and a Pager Notification Retry timer or Personal Number No Answer timer. These timers determine how long the AXXESSORY Talk will wait before making the next notification attempt when messages are waiting to be heard (unless it is overridden by the Each New Message flag). These timers can be set to a value of 0-255 minutes. If set to 0, it retries the cascade level immediately, for as many attempts as allowed by the Number of Call Attempts field. If the message(s) have not been picked up by then, the system moves to the next cascade level. The default setting for the Pager Notification Retry timer is 20 minutes. The Number Called Busy and Personal Number No Answer timers default to 5 minutes. NOTE The 0-minute timer value should be used cautiously. If the system is forced to make several calls in quick succession, it will impair the AXXESSORY Talk's ability to place other outgoing calls. It should be used primarily with cascades in which all of the members wish to receive notification at approximately the same time. In this case, all levels except the last could be set to 0-minute retries with 1 allowed call attempt. However, the last level in the cascade should be programmed with a longer Pager Notification Retry timer so that the system does not continuously cycle through the cascade levels. (Continuous cycling is also prevented somewhat by a per-mailbox 15-call limit. Due to FCC regulations, the AXXESSORY Talk can allow a mailbox to make only 15 calls in rapid succession without a 10 minute pause.) Page 224 Message Notification To Stations AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Notification Numbers Each cascade level has a programmed notification number that can be an extension number or an outside telephone number. When an outside telephone number is used, the system will access an outgoing trunk using the code programmed for that level that contains a pre-programmed trunk access code and followed by an outgoing access termination feature code, if needed. Notification calls to outside telephone numbers can be sent to a pager or to a number where a person will answer (personal number). • If the call goes to a pager, the system will dial the programmed Pager Dial String, then disconnect the call. The dial string should include any digits that the paging company requires when the call is answered, the pager LCD number, and the pager termination code, if needed. Also, if desired, the pager string can be programmed to show the number of the mailbox that placed the call and/or the number of waiting messages in the mailbox. • If the call goes to a personal number, the system will play a prompt announcing that the call is from voice mail, play the directory name or mailbox number that originated the call, and user instructions. The listener can then enter the mailbox number’s password to gain access to the mailbox and hear the message. The listener has three chances to enter a correct password. If the system receives an incorrect password three times, the voice mail system will disconnect the call immediately and the attempt is considered unsuccessful. Message Notification To Stations Page 225 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 USING VOICE MAIL Mailbox voice mail features include the following: • Listen to new messages, if any • Send a message • Listen to saved messages, if any • Set personal options • Set up remote messaging, if enabled When you enter the mailbox, the Voice Mail application may play one of the following messages: • Mailbox almost full or full: If a mailbox is full, no new messages can be received at that mailbox until you delete waiting or saved messages. • Message count: A prompt tells you how many messages are waiting to be heard, if any, and how many are priority messages. • Remote messaging: A prompt will indicate whether primary or alternate remote messaging is selected when remote messaging is enabled. It will also alert you if a programming error has been detected and/or whether the system encountered busy resources when attempting to place a remote messaging call. ACCESS TO A MAILBOX You can access your mailbox by following these steps: (1) Dial the Voice Mail application access number. You hear the main menu. (2) During or after the greeting, press (3) Enter your mailbox number and personal password. * to identify yourself as a mailbox owner. INITIALIZING A MAILBOX OR EXTENSION ID The first time you use Voice Mail, you must customize the mailbox. System prompts will instruct you to: • Change the default password number (same as the mailbox number) to a personal password. NOTE: To provide system security, all mailboxes should have a password. To make the passwords difficult to guess, they should not match the mailbox number or consist of one digit repeated several times. The default password should be changed the first time the user logs in. This is especially important in the System Administrator’s mailbox which, allows programming access to the AXXESSORY Talk. • Record a name to identify the mailbox owner in the company directory. (Directory names can be up to 1 minute in length.) • Listen to the Voice Mail application introduction. (You can skip this introduction by pressing #, if desired.) TO INITIALIZE A MAILBOX OR EXTENSION ID: Page 226 (1) Dial the Voice Mail extension number. (You hear the main menu.) (2) Press (3) Enter your mailbox number and default password. (Your default password is your mailbox number.) * to identify yourself as a mailbox owner. Using Voice Mail AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (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. (5) If you do not want to use a password, just press (6) Press # to accept the entry. (Or, press 3 if you wish to re-enter your password.) The system prompts you to record your directory name. (7) After the tone, record your first and last name. When finished, press (8) Press press (9) # 2 # . # . again to accept the name. (Or, press 1 to replay the name you just recorded, to add to your name, or press 3 to erase and re-record it.) The system then plays a prompt that introduces you to the basic Voice Mail features. (You can skip this introduction by pressing # , if desired.) Once your mailbox is initialized, you may use any of the mailbox features provided. To record a personal greeting, or to change your password or directory name, refer to paragraph on page 232. LISTENING TO MESSAGES There are three types of voice mail messages: • New Messages are messages that you have not yet heard, including Broadcast Messages from the voice mail System Administrator and system-sent messages. They are played in the order they were received, except that messages marked “priority” are played first. Some special messages that may be played include the following: — Message receipt: If you send a certified message, a system message will be played when the recipient has listened to the message. — Caller Information: If a call was placed to your mailbox on a trunk that supports the Caller ID feature, and the caller hung up without leaving a message, a system message will be played informing you that the calling party did not leave a message. It will also include, within the corresponding message envelope, the number of the calling party as the message source. — Security violation: The voice mail system has an extra security measure built in which plays a message, when you log into your mailbox, that tells you if three invalid attempts have been made to access your mailbox within a single call. This announcement message will be sent to your mailbox each time this situation occurs. It is received as a new message and is accompanied by a message envelope. • Saved Messages are messages that you previously listened to and saved (or deleted and restored). You can play them back, as necessary, in the order they were saved. • Undeliverable Messages: When you leave a message for a mailbox on another node, and it cannot be delivered, it will be returned to you as an undeliverable message. The Return Call feature allows voice mail users to return a call to the person who left a message, as long as the call was received from an extension number or an outside number with Caller ID. It is part of the “Reply” option described in the procedure on the next page. Using Voice Mail Page 227 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Whenever you access Voice Mail as a mailbox owner, you are told how many new and saved messages you have. From the Main Menu: (1) EITHER, Press OR, Press (2) (3) 3 1 to listen to your new messages. to listen to your saved messages. The system plays each message in the queue selected. While you are listening to a message, you can use the following options: • Press # to skip to the end of the recording. • Press 1 to back up. • Press 2 to pause. (Then press any key to continue.) • Press 3 to skip ahead. • Press 4 to lower the volume. • Press 5 to play the message envelope again. • 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. 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 can then do one of the following: 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. 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 voice mail. If the telephone number is not available, you cannot reply to the message. Page 228 • Press 3 to forward a copy of the message to another mailbox owner. If you want to include introductory comments, press 1 and record an introduction. If not, press # to forward the message without an introduction. • Press 4 to listen to the previous message. • Press 5 to play the introductory message “envelope” again. • 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. Using Voice Mail AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 RECOVERING DELETED MESSAGES This feature allows you to “undo” the Delete Message operation and restore previously deleted messages. The messages will be restored to your saved-message queue. You have a set amount of time to recover messages, depending on database programming (up to 24 hours). After that, voice mail will erase them. To recover deleted messages, do the following: (1) Dial the Voice Mail application access number. You hear the main menu. (2) During or after the greeting, press (3) Enter your mailbox number and password. (4) When you hear the Main Menu list of options, press 5 to select Message Options. (Executive Keyset Users will also see Message Options on their display menu.) (5) The next prompt gives you the option of recovering deleted messages. Press tinue. (6) Your options are: • * to identify yourself as a mailbox owner. 2 to con- Press 1 to listen to your deleted messages and choose which ones to delete or recover. After each message you can: — 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 replay 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 2 to recover all of your deleted messages and store them as saved messages. • Press mail. 3 to purge all of your deleted messages so that they are erased from voice Recovering Deleted Messages Page 229 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 SENDING A MESSAGE You can record and send voice messages to other users from the Main Menu. Follow these steps: (1) Dial the Voice Mail application access number. (You hear the main menu.) (2) During or after the greeting, press (3) Enter your mailbox number and personal password. (4) When you hear the Main Menu, press (5) Dial the desired mailbox number or group list number. If you do not know the mailbox number, you can press # to access the company directory to locate and select the mailbox. See page page 237 for directory instructions. Group lists are not included in the directory. * to identify yourself as a mailbox owner. 2 to send a message. If the mailbox is full, a prompt will notify you that the mailbox cannot receive messages. However, it will allow you to leave a message at another mailbox. Leave your message with another mailbox owner or try again later. (6) After hearing the name, press (7) When you hear the tone, record your message. When finished, hang up or press go to the next step. to accept it. # # and NOTE If the system detects silence for longer than 5 seconds, it will prompt you to speak up. The recording, if any, will remain unchanged. To pause while recording: Press 2 . To continue, press any key. (The pause length is determined by the Pause Voice Mail timer.) To erase your message: Press 3 . If you exceed the maximum allotted time for message length, a prompt will notify you and allow you to re-record the message or send the message as it is. If Voice Mail is full, a message will notify you that it cannot accept your message. Hang up and try again later. (8) (9) Page 230 When you have completed your message, you have the following options: • To hear your message: Press • To add to your message: Press • To erase and re-record your message: Press • To use the special delivery option:, Press • To send your message: Press # . (If you wish to mark the message certified, private, and/or priority, do so before completing this step.) If you wish to send another message, return to step 5. 1 . 2 and continue your message. 9 3 . . Go to the next step. You can do one or more of the following if you selected “special delivery options” above: • Press 1 to mark the message “private.” (This prevents the recipient from forwarding it to other mailbox owners.) • Press 2 to mark the message “certified.” (When a certified message is heard by the recipient, you will receive a receipt notice.) Sending A Message AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 • 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. (10) After the message has been sent with special delivery options, you may choose to do either of the following: Press # and enter another mailbox number to send the message to another destination. Press * to exit. CANCELING UNHEARD MESSAGES The Cancel Unheard Messages feature allows you to cancel voice messages you have sent to other mailbox owners, provided the messages have not yet been heard by their recipients and they were not sent to a group list. To cancel unheard messages, do the following: Sending A Message (1) Dial the Voice Mail application access number. You hear the main menu. (2) During or after the greeting, press (3) Enter your mailbox number and password. (4) When you hear the Main Menu list of options, press 5 to select Message Options. (Executive Keyset Users will also see Message Options on their display menu.) (5) The next prompt gives you the option of canceling unheard messages. Press tinue. (6) When prompted, enter the number of the mailbox that has the unheard message. Then you will be asked to confirm the mailbox you selected by pressing # . (7) It will tell you how many messages you have waiting at the mailbox and play them for you. After each message, you can: * to identify yourself as a mailbox owner. • Press 1 to replay the message. • 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 replay the message envelope. • Press 6 to listen to the next message. • Press 7 to save the message in your mailbox and remove it from theirs. • Press 9 to delete the message. 1 to con- Page 231 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 PERSONAL OPTIONS Personal Options allow you to customize your mailbox. Each mailbox has the following personal options: • Greetings: Your primary or alternate greeting is played to callers when they reach your mailbox. You can change your primary greeting at any time to reflect a change in status and/or record and enable an alternate greeting. If you elect not to record a personal greeting, the default system greeting will be used. NOTE There is a database option called “Play Recording Instructions” that affects mailbox greetings. If this option is enabled, the system prompt that tells the caller to leave a message after the beep will play after the primary or alternate greeting. If disabled, the beep will occur as soon as the primary or alternate greeting ends. In the default state, this option is enabled. • Directory Name: Your recorded name is used to identify you in the directory and to verify your mailbox number when messages are addressed to you by outside callers and other mailbox owners. Although your name is recorded when you first set up your mailbox, you can change it at any time. • Password: Your password is used to prevent unauthorized access to your mailbox. Although you create a personal password when you first set up your mailbox, you can change it at any time. NOTE: To provide system security, all mailboxes should have a password. To make the passwords difficult to guess, they should not match the mailbox number or consist of one digit repeated several times. The default password should be changed the first time the user logs in. This is especially important in the System Administrator's mailbox, which allows programming access to the AXXESSORY Talk. • Message Envelope Contents: Each message is preceded by an “envelope” message that can include the time and date the message was left, the source of the message, and the length of the message. You can choose the contents of the envelope or disable the envelope completely. (Even if the envelope is disabled, you can still enter the code to play the envelope when listening to the message.) • Remote Messaging: Remote messaging is described in detail on page page 234. • Fax Destination Number: If your station is programmed to receive incoming faxes, you can program the extension number of the fax machine receive the faxes that are sent to your mailbox. • Transfer Method: When a call is received by an Automated Attendant or Call Routing Announcement application and the caller enters an extension number, the programmed Transfer Method determines how the call will be transferred. See page 152 for a list of Transfer Methods and information about receiving screened and announced calls. TO PROGRAM PERSONAL OPTIONS: Page 232 (1) Dial the Voice Mail application access number. You hear the main menu. (2) During or after the greeting, press (3) Enter your mailbox number and password. (4) When you hear the Main Menu list of options, press 4 to select the Personal Options Menu. You may then do any or all of the following steps. * to identify yourself as a mailbox owner. Personal Options AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (5) To change your personal greeting, press 1 . You have the following options: a. Press 1 to record and/or enable your primary personal greeting or 2 to record and/or enable your alternate greeting. The system plays your current greeting, if one exists. To replay the greeting, you can press 1 . Press 3 to erase and rerecord your greeting as follows: 1. Record your greeting after the tone, then press # . 2. Press # again to accept your greeting. (Or, you can press 1 to replay your greeting, 2 to add to your greeting, or 3 to erase and re-record your greeting.) b. Press 3 to enable the system default mailbox greeting. The system greeting is automatically enabled. c. (6) Press * to exit without changing your greeting. To change your recorded directory name, press 2 . a. After the tone, record your first and last name, then press # . b. Press # again to accept your recorded name. (Or, press 1 to replay your recorded name, 2 to add to your name, or press 3 to erase and re-record your name.) (7) To change your password, press 3 . a. Choose and enter a new password using digits 0-9 (up to 12 digits). If you do not want to use a password, skip this step. b. Press c. (8) # . Your password is played back. Press # to accept the password as entered. (Or, press your password.) To change your envelope contents, press status of your envelope contents. 4 if you wish to re-enter . A prompt plays to tell you the current a. To enable or disable the time/date option, press current status of the time/date option. 1 . A prompt plays to tell you the b. To enable or disable the message source option, press you the current status of the message source option. 2 . A prompt plays to tell c. 3 . A prompt plays to tell To enable or disable the message length option, press you the current status of the message length option. d. To enable all options, press 4 e. To disable all options, press 5 f. . A prompt tells you that all options are enabled. . A prompt tells you that all options are disabled. To return to the Personal Options menu, press g. Press Personal Options 3 # * . to accept the personal options as entered. Page 233 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (9) To set up Remote Messaging, press 5 . NOTE In the following procedure, Executive keyset users can use the menu keys next to their displays instead of pressing the digits on the keypad. a. Press 1 to set up a Primary cascade, or press 2 to set up an Alternate cascade. A prompt tells you what the cascade’s current status is. (If desired, press * to return to the Personal Options Menu.) Then perform one of the following steps. b. To program a cascade level: Press 1 then program the following: 1. Enter the number of the level you wish to program (1-9). A prompt tells you the current status of the level. 2. You have the following options: Press 1 to enable or disable this level. (You cannot enable the level until a notification number is programmed.) Press 2 to set up or change the personal telephone number. If it is an extension number, press 1 . Or, if it is an outside number, press 2 . Then enter the number. (Executive keyset users can enter the special characters for pause, mailbox, and new message count by pressing their menu keys.) a prompt will play back the number for your verification. If you entered an invalid or tollrestricted number, you will hear a warning and must enter the number again. Press 3 to set up or change the pager telephone number. Then enter the number. (Executive keyset users can enter the special characters for pause, mailbox, and new message count by pressing their menu keys.) a prompt will play back the number for your verification. If you entered an invalid or tollrestricted number, you will hear a warning and must enter the number again. c. To set up time of day for notification: Press 2 . Then, when prompted, enter the time at which you wish to have the message notification start and stop. Enter the times with two digits for the hour and two digits for the minutes. If entering the time in 12-hour format, you will be prompted to press 1 for AM or press 2 for PM. NOTE: If you wish to have 24-hour notification, program the starting and ending times to be the same. d. To set up the days of the week for notification: Press 3 . Then press 1 for messaging Monday-Friday, 2 for all days, or 3 to select individual days. If you selected individual days, you will be prompted to press digits 1-7 which correspond to the days Sunday through Saturday. Your selection will be played back. e. To select all or priority-only message notification: Press all messages or 2 for priority messages only. f. (10) . Then press 1 for The options prompt returns. Either select another option, as described above, or press # to save the settings and exit. To change your Fax Destination Number, press 1 . 9 for More Options and then press a. Enter the number of your fax destination, followed by b. To accept press Page 234 4 # # . . Or, to erase the number and re-enter it press 3 . Personal Options AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (11) To change your Transfer Method, press 5 . The system tells you what your current Transfer Method is. You can then select the desired Transfer Method, as follows: a. To select unannounced transfers, press b. To select screened transfers, press c. 2 1 or the UNANNOUNCED menu key. or the SCREENED menu key. To select announce only transfer, press or the ANNOUNCE ONLY menu key. 3 OUTSIDE CALLER USE OF VOICE MAIL Callers who do not have a mailbox can leave messages for mailbox owners. Also, mailbox owners can use this method for leaving messages without accessing their mailboxes. Outside callers can gain access to the voice mail system through the automated attendant (by dialing the Voice Mail application extension number), through a call transfer, by placing an intercom call to the Voice Mail application extension number, or by being forwarded to voice mail. Leaving A Message TO LEAVE A MESSAGE AS AN OUTSIDE CALLER: (1) If you hear the voice mail greeting or menu, dial the desired mailbox number. (If you do not know the number, you can press # to access the mailbox directory to locate and select the mailbox. See page 237 for directory instructions.) If you hear a mailbox greeting, skip this step. (2) If the mailbox is full, a prompt will notify you that it cannot receive messages. However, it will allow you to leave a message at another mailbox. Leave your message with another mailbox owner or try again later. (3) After hearing the greeting and a tone, record your message. You have the following options while recording your message: To pause while recording: Press 2 . To continue, press any key except To erase and re-record your message: Press To call the mailbox user’s attendant: Press 3 0 0 . . . To cancel the recording and return to the main menu: Press * . If you exceed the maximum allotted time for message length, a prompt will notify you and allow you to re-record the message or send the message as it is. If Voice Mail is full, a message will notify you that it cannot accept your message. Hang up and try again later. NOTE If the system detects silence for longer than 5 seconds, it will prompt you to speak up. The recording, if any, will remain unchanged. (4) When you have completed your message, you have the following options: To hear your message: Press 1 To add to your message: Press . 2 and continue your message as described in step 3. To erase and re-record your message: Press To use the special delivery options: Press 9 3 . . Go to the next step. To send your message: Press # . (If you wish to mark the message certified, private, and/or priority, do so before completing this step.) If you wish to send another message, return to step 1. Personal Options Page 235 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 (5) (6) Page 236 You can do one or more of the following if you selected “special delivery options” above: • Press 1 to mark the message “private.” (This prevents the recipient from forwarding it to other mailbox owners.) • 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. After the message has been sent with special delivery options, you may choose to do either of the following: • Press # and enter another mailbox number to send the message to another destination. • Press * to exit. Personal Options AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AXXESSORY TALK CENTRAL UNIFIED MESSAGING NOTE This feature is available in the AXXESSORY Talk NT version only. AXXESSORY Talk Central unified messaging feature links Inter-Tel’s NT version of AXXESSORY Talk voice mail with e-mail and/or provides outgoing fax capabilities. There are three levels of AXXESSORY Talk Central features. They are: • Level 1 Voice Mail As E-Mail Attachments (Previously Called VisualMail): This provides users the ability to receive a voice mail message as an e-mail message with a voice attachment. The voice attachment will be in the form of a “wave” (.wav) file that can be played on any computer equipped with a sound card, speakers, and multimedia software (such as Sound Recorder). Users can choose to receive the messages as voice mail and e-mail (Copy & Forward) or as e-mail only (Forward Only). The e-mail server can use SMTP\POP3, VIM, MAPI protocol. The number of users with Level 1 is limited by a software key attached to the AXXESSORY Talk PC. • Level 2 with Microsoft Outlook/Exchange (MAPI): To use this AXXESSORY Talk level, the mailbox E-mail Gateway field must be programmed for Unified Messaging and the user’s PC must have Microsoft Outlook/Exchange and the AXXESSORY Talk Central Client software installed. Voice mail messages are sent to the voice mail server and are stored on the AXXESSORY Talk. This allows the user to play the messages using the keyset speakerphone or the PC’s speakers. The number of users with Unified Messaging is limited by a software key attached to the AXXESSORY Talk PC. • Level 3 with Microsoft Outlook/Exchange and Outbound Fax: This level is the same as Level 2, with outbound fax server features added. Use of the outbound fax server functionality does not require a mailbox, only the Microsoft Outlook/Exchange and AXXESSORY Talk Central Client software. Therefore, the number of outbound fax users is not limited by the software key; only the number of mailboxes with Unified Messaging enabled are limited. When a mailbox receives a voice mail message or uses the voice mail Record-A-Call feature, one of four things can occur, depending on how the mailbox's E-Mail Gateway field is programmed. • If the field is programmed to DISABLED, the voice mail or Record-A-Call message is delivered to the mailbox just as normal and no e-mail is sent. • If the field is programmed to FORWARD ONLY, the AXXESSORY Talk will convert the voice mail or Record-A-Call message to an 8-bit WAV file, build an E-mail message, attach the WAV file, and send the e-mail message to the address specified in the mailbox's E-mail Address field. Once the e-mail message is sent, the original message will be deleted from the mailbox. (If the e-mail message cannot be delivered to the specified address, it will be stored as a voice mail message in the mailbox and will not be deleted.) NOTE Mailboxes programmed for FORWARD ONLY cannot use the Remote Notification feature. Because all messages are automatically sent to the E-mail Address, there is no voice mail message to trigger the Remote notification. • If the mailbox's E-Mail field is programmed to COPY & FORWARD, the voice mail or Record-A-Call message will be stored in the mailbox and the AXXESSORY Talk will convert the file to WAV, attach it to an e-mail message, and deliver the e-mail message to the address specified in the mailbox's E-Mail Address field. AXXESSORY Talk Central Unified Messaging Page 237 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 • If the field is programmed for Unified Messaging, Level 2 or 3 AXXESSORY Talk Central can be used. NOTE Due to the nature of network connections, the AXXESSORY Talk software is designed to handle a network failure gracefully. If the network link from the AXXESSORY Talk to the e-mail server is down, AXXESSORY Talk will store the messages in a queue. If the network does not come back up in 15 minutes, the AXXESSORY Talk will deliver all pending messages in the queue back to the voice mailboxes and temporarily disable the e-mail queue until the network is available. This means that new messages will remain in the mailboxes and will not be converted to e-mail messages until the network link is restored. Level 1 AXXESSORY Talk Central is a “one-way” feature. That is, the user cannot reply to the sender of a voice mail message using e-mail. If a user attempts to reply, the message will be sent to the Administrator's E-Mail Address instead of to the sender of the voice mail message. The user should forward the message or send a new message instead of replying. In Levels 2 and 3, the user can reply to any message from another mailbox, using the Outlook/ Exchange “Reply” or “Reply to All” options. E-mail messages containing WAV files can be forwarded to other e-mail addresses or stored on the computer's local drive, just like any other e-mail message. Or, the WAV file can be detached from the message and stored on the computer. For complete instructions on using AXXESSORY Talk Central, refer to the AXXESSORY Talk Central User Guide (part number 550.8111). OUTBOUND FAX If Outbound Fax is enabled, you can send faxes via Microsoft Outlook/Exchange or other programs, such as Excel or Word by printing a document using the Fax Driver instead of a printer. Each user can have a custom cover page and can have a personal fax library. Users can merge several documents can be merged from their library or from the Fax-On-Demand library when sending faxes. Microsoft Outlook/Exchange allows the user to check the status of the fax job and keep and address book of fax telephone numbers. AXXESSORY TALK CENTRAL E-MAIL MESSAGE FORMAT Level 1 (VisualMail) The e-mail message sent by the voice mail will have the following components: • To: The TO line will contain the recipient's e-mail address. • From: The FROM line will contain the e-mail address of the AXXESSORY Talk. If an E-Mail Real Name has been programmed for the AXXESSORY Talk, it will also be shown on this line. • Subject: The SUBJECT line will contain the line “ Message for MB from .” If the message is marked priority, the subject line will be preceded by the word “PRIORITY.” The source of the voice mail message will appear as one of the following: — MB — x — the voice mail system — an unknown caller — an outside caller at If the message is from an extension ID or a mailbox, the programmed username will be shown inside parentheses after the number. For example: mailbox 1000 (ADMIN). Page 238 AXXESSORY Talk Central Unified Messaging AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 • Received on: The RECEIVED ON line contains the date and time that the voice mail was received by the mailbox. • Priority, Private, or Certified: If the voice mail message was sent with a delivery option, the body will contain the line “Message marked .” Note that this is for informational purposes only and does not affect the email message itself. For example, if a voice mail message is marked for certified delivery, the sender will receive a confirmation when the recipient listens to the voice mail message using the mailbox. However, the sender will not receive confirmation when the recipient reads the e-mail. • WAV file attachment: The WAV file attachment will appear as a file with the name VM.WAV. To listen to the message, the user must play the WAV file using multimedia software (such as Sound Recorder). Levels 2 and 3 (Microsoft Outlook/Exchange) The e-mail message sent by the voice mail will have the following components: • To: The TO line will contain the recipient's name and mailbox number. • From: The FROM line will contain the sender’s name and mailbox or Caller ID, if known, or “Unknown.” • Subject: The SUBJECT line will say “Voice Mail Message.” If the message has been forwarded, it is preceded by “FW.” • Sent: The SENT line contains the date and time that the voice mail was received by the mailbox. • Priority Messages: If the message is marked “Priority,” the subject line will be preceded by an exclamation mark (!) and, in the Options tab, the Importance field is “High.” • Private Messages: If the message is marked “Private,” the Sensitivity field in the Options tab will be set to “Private.” • Certified Messages: If the voice mail message is marked for certified delivery, the Track Option on the Options tab is checked. AXXESSORY Talk Central Unified Messaging Page 239 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AUTOMATIC FAX DETECTION NOTE This feature is available in the AXXESSORY Talk NT version only. With Automatic Fax Detection, Call Routing Announcement applications and mailboxes can be programmed to automatically route incoming fax calls to a specified extension or to an email address. If the feature is enabled, the mailbox or Call Routing Announcement Application will automatically listen for fax tone. • A mailbox will listen for fax tones during the mailbox greeting and while a message is being recorded. If the mailbox detects fax tones, the call will be transferred to the specified extension or e-mail address. If the tones are detected after a recording has started, the call will be disconnected. • Call Routing Applications will be able to detect fax tones during the greeting and up to time-out. The fax tone detection will also be disabled if the caller performs an action that removes them from the Call Routing Announcement (transferring to an extension, transferring to a mailbox, etc.). If the fax card is busy when an incoming fax call is received, the call will be disconnected. AXXESSORY TALK CENTRAL REQUIRED To send faxes to an e-mail address using the Fax On Demand feature, the AXXESSORY Talk Central feature, described on page 237, must also be enabled. FAX CARD REQUIRED To send and receive faxes, the AXXESSORY Talk PC must have a fax card installed. This can be the same fax card that supports the Fax On Demand feature. The software will support up to eight fax ports. FAX E-MAIL MESSAGE FORMAT The e-mail message sent by the voice mail will have the following components: Page 240 • To: The TO line will contain the recipient’s e-mail address. • From: The FROM line will contain the e-mail address of the AXXESSORY Talk. If an E-Mail Real Name has been programmed for the AXXESSORY Talk, it will also be shown on this line. • Subject: The SUBJECT line will contain the line “Fax received from .” The source will be the Call Routing Application number or the mailbox number from where the fax is received, for example: CRA 2505 or MB 1000. • Received On: The RECEIVED ON line contains the date and time that fax was received. • FAX.TIF file attachment: The file attachment will appear as a file with the name FAX.TIF. To view the fax, the user must display the TIF file using graphics software. Automatic Fax Detection AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 MULTILINGUAL CAPABILITY NOTE This feature must be enabled in Premium Features. The AXXESS System provides a choice between English and Japanese prompts and displays. The system selects the language to use for each call, as determined by the trunk, station, and AXXESSORY Talk programming. When an AXXESSORY Talk application receives a call from a station or trunk, the AXXESS System tells the application which language is programmed for that device. For example: • If a trunk programmed for English rings in to an application, the AXXESSORY Talk will play the English prompts. • If a station programmed for Japanese calls voice mail, the station user will hear Japanese prompts. • If a station programmed for English receives a call on a trunk that is programmed for Japanese, and then forwards the call to voice mail, the caller will hear Japanese voice prompts. NOTE If Japanese language prompts are not installed, yet a user attempts to access them, English prompts will be delivered instead. Also, only digital keysets can be used for viewing Japanese prompts. Analog keysets do not support Japanese displays. When using a Call Routing Announcement application with digit translation, the individual AXXESSORY Talk applications assigned to the digits can be programmed to override the device language and provide prompts in one language only. Using this method, you can program a Call Routing Announcement tree that offers callers a choice between languages. For example: • The Call Routing Announcement application could have a greeting that says, “Thank you for calling. For English prompts, press 1. NIHONGO WA, 2 WO OSHITE KUDASAI (for Japanese, press 2).” • The digit translation for digit 1 would lead to an application that overrides the calling device's programming and uses only English prompts. • The digit translation for digit 2 would lead to an application that overrides the calling device's programming and uses only Japanese prompts. In the example above, the digit translations could be digit translation nodes that lead to various other English-only or Japanese-only applications. Or, the first level can give more choices, such as English voice mail or automated attendant and Japanese voice mail and automated attendant. Either way, the individual applications or digit translation nodes can be programmed to play only one language or they can use the device's language, as needed. For more information about multilingual capabilities, see page 121 in AXXESS SYSTEM FEATURES. Multilingual Capability Page 241 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AXXESSORY TALK NETWORKING The AXXESSORY Talk network is programmed separately from the AXXESS System network. There can be up to 100 nodes (AXXESSORY Talk units) in the network. Each node has its own internal message queue (similar to a mailbox’s message queues) and will store messages destined for other nodes until they are delivered. To leave messages for mailboxes on remote nodes, you must have “network mailboxes” on the local node. If the local node only has direct network mailboxes (associated with specific mailbox numbers), the local node can only leave messages for those mailboxes. If the local node has a node network mailbox for a remote node (with no mailbox number specified), the local node can leave messages for any mailbox on the remote node (as long as the Validate Network Mailboxes flag is disabled). • Leaving messages for a direct network mailbox is just like leaving messages for a regular mailbox. After entering the network mailbox number, voice mail will play the mailbox directory name (if it is recorded, otherwise, the mailbox number), followed by the recording instructions, and the caller can leave a message as usual. • Users can also leave messages using a node network mailbox. Users who calls the node network mailbox will hear a prompt asking them to enter the desired mailbox on the remote AXXESSORY Talk. After that step, it is the same as leaving a message for a regular mailbox. Node network mailboxes are useful when you do not know the direct network mailbox number and/or when the mailbox on the remote node does not have a direct network mailbox on the local node. (If the AXXESSORY Talk attempts to deliver the message from a local mailbox user to the remote node and the mailbox number is invalid, the message will be returned to the sender.) If there are no direct network mailboxes that refer to mailboxes on the remote node, the caller will hear a prompt indicating that the message cannot be delivered to the remote node. UNDELIVERABLE MESSAGES The AXXESSORY Talk delivers messages to another node by calling the System Number of the remote node. If the remote number is busy or there is no answer, the AXXESSORY Talk will continue attempting to contact the remote node until the remote node answers, or until it has reached the Maximum Network Call Attempts limit. If the AXXESSORY Talk has made consecutive, unsuccessful Maximum Network Call Attempts (due to busy or no answer), it will stop attempting to contact the remote node and return any messages pending for the node. The messages are then considered “undeliverable.” Undeliverable messages pending for a node are handled according the Undeliverable Network Messages Destination field. The field can have a value of Delete, Sender, or System Administrator: Page 242 • When the field is set to Delete, all undeliverable messages are deleted. • When the field is set to Sender, all undeliverable messages are returned to the sender’s mailbox, if possible. If the sender is unknown, the messages are returned to the System Administrator's mailbox. If the System Administrator's mailbox does not exist, then the messages are deleted. When a mailbox owner listens to a returned message he will hear a prompt indicating that the message was undeliverable. • When the field is set to System Administrator, all undeliverable messages are returned to the System Administrator's mailbox, if it exists. Otherwise the messages are deleted. AXXESSORY Talk Networking AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 EXAMPLES To help understand networking configurations, refer to the diagram on the next page. In the diagram: • There are three nodes in the network, Chandler, Denver, and Houston. • Chandler and Houston both have AXXESSORY Talk, and Denver has a non-Inter-Tel voice mail system. • The voice mail network depicted in the diagram does not have a universal numbering plan. • Delivery schedules are not shown. Look at mailbox 1721 in Chandler. This is a direct network mailbox that refers to mailbox 1421 in Houston. When someone delivers a message to mailbox 1721 in Chandler, the message will be transmitted to Houston and delivered to mailbox 1421. Note that if someone in Chandler delivers a message to mailbox 1421, it will be delivered to Chandler’s local mailbox 1421 and not to Houston’s mailbox 1421. The Chandler location also has two node network mailboxes, 2001 (for Denver) and 2002 (for Houston). These two mailboxes allow users in Chandler to deliver messages to any mailbox in Denver and Houston, respectively. Houston can only send messages to two mailboxes in Denver (200 and 212) and one mailbox in Chandler (1200). This is because Houston only has three direct network mailboxes and no node network mailboxes. If Houston had node network mailboxes for Denver and Chandler, users in Houston could send messages to any mailbox in Denver or Chandler. Details about the configuration in Denver are not listed because this node is assumed to have a non-Inter-Tel voice mail system. Examples Page 243 AXXESSORY Talk Features INTER-TEL AXXESS MANUAL – Issue 5.1, March 2000 FIGURE 2. Example of AXXESSORY Talk Network CHANDLER : Local Mailbox Node # Remote Mailbox 1700 1 200 1712 1 212 1721 2 1421 2001 1 None 2002 2 None Network Node Table: Node Description System # Type 1 Denver 1-303-790-7799 AMIS 2 Houston 1-713-867-7600 Dial-Up DENVER HOUSTON 0: System Number: (303) 790-7799 Local Mailboxes: 200-299 Local Mailbox Node # Remote Mailbox 1600 1 200 1612 1 212 1700 2 1200 Non-Inter-Tel Voice Mail System Using AMIS Network Node Table: Page 244 Node Description System # Type 1 Denver 1-303-790-7799 AMIS 2 Chandler 1-480-961-9000 Dial-Up Example of AXXESSORY Talk Network AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Example of AXXESSORY Talk Network Page 245 Index IINTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Index A Absorbed digits 107 Accept key 58 Account codes 141 all calls following 143 forced 141 on outside calls 136 standard 141 ACD agent IDs automatic connect flag 100 ACD hunt groups 97 agent wrap-up 100 agents 98, 99 balanced count 97 call circulation 97 login/logout 98, 99 longest idle 97 wrap-up timer 100 Administrator feature codes 86 features freeze/unfreeze 30 network alarms 28 night mode 3, 6 setting time and date 3, 7 speed-dial programming 26 system alarms 3, 28 system database programming 9, 10 programming 10 Agent Help 96, 161 tone interval timer 161 Alarms see also Major alarms and Minor alarms network 28 All transient displays 114 Allowed answer 104 day/night 111 feature code 104 Allowed numbers 108 All-ring hunt group 90 Alternate hold timer 144 Alternate keymap 58, 118 Alternate menu displays 57 Alternate message source 132 hunt group as 92 Alternate transient display timer 115 AMIS 206 Analog Keyset Card (AKSC) dual circuits 70 Analog Keysets display 58 speakerphone 56 volume control 66 ANI 1, 101 displays 101 in SMDR 202 Announced transfer 152, 208, 210, 222, 232 Announcement stations 93 Page 246 Answer supervision 19 Area codes allowed/denied 108 ARS-Only class of service 107 Attendants 88 DSS/BLF Units 88 extension number 87 forwarding to 172 hunt groups as 88 primary 89 programming 10 recall 88 transfer timer 88 Audiotex recordings 35, 207, 209 Automated attendant AXXESSORY Talk 206 custom recordings 35, 207 directory 206 recall destination 207 Automated attendant applications 207 Automatic fax detection 240 Automatic intercom answer 119 Automatic outside call answer 119 Automatic Route Selection (ARS) 105, 137 dial patterns 105 dial rules 105, 142 facility groups 105 feature code 79 route groups 105 toll restriction 106, 107 AXXESSORY ACD 97 AXXESSORY Console 70, 74 AXXESSORY Talk 53, 74 alarms 28 application as forwarding point 165 auto attendant recall destination 207 automated attendant 206, 207 recordings 207 call routing announcement 209 digit translation 210 in hunt groups 94 communication to system 95, 170 custom recordings 209 dial-0 destination 206, 220 directory 206, 208, 214 extension ID 208 extension number 87 fax on demand 212 keyset serial port 66 message notification/retrieval 220 network 242 operator destination 206, 220 Record-A-Call 3, 159, 205, 217 recovering deleted messages 229 SMDR buffering 201, 219 SMDR record retrieval 219 STAR 3, 205 system prompts 37 toll restriction 107 voice mail 220 AXXESSORY Talk Central 74, 237 e-mail message format 238 Index INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 B Background music 74, 120 Balanced count hunt group 97 Basic Keyset keymap 58 speakerphone 54 Bit rate PCDPM 66, 67 Broadcast messages 32 Busy signal instead of camp-on DID/E&M 147 Busy trunk option 19 C Call cost 200 adjustments 200 Call forwarding 47, 170 all calls 170 FWD key 171 hunt groups 91 if busy 170 if no answer 170 if no answer/busy 170 remote programming 196 system 164 to an extension 172 to attendant 172 to message center 172 to outside number 171 to voice mail 172 unsupervised CO timer 171 Call key 58, 59 Call pick-up 153 Call processing version feature code 86 Call routing announcement 209 nodes 3, 205, 210 Call routing table system forwarding 164 Call screening 152, 208, 210, 222, 232 Call transfer see Transfer Call waiting see Camp on Callback (queue) station 127, 128 trunk 140 Caller ID 101 displays 101 in SMDR 202 Caller information 101, 102 Calling party number 110 Camp on hunt groups 91 moving call to DND 148 station 127 tones 147 trunk 140 Canceling unheard messages 231 Cascading remote messaging 223 Central Processing Unit (CPU) Card 53 Circuit cards 53 Circuit number display 58 Class of service (COS) 107 day/night 111 speed dial override 174 Conferencing 154 adding parties 156 exiting/parties on hold 157 exiting/re-entering 156 placing on hold 158 Consultation hold 144, 145 Custom audiotex recordings 35, 207, 209 D Data device 67 Data port module see also PC Data Port Module (PCDPM) or Modem Data Port Module (MDPM) specifications 66 Database programming at administrator station 9 Date and time display 113 programming 3, 7 Default station 197 Deleted message recovery 229 Denied numbers 108 Desktop OAI 70 Diagnostics network 30 system 30 Dial initiation timer 78 Dial patterns/strings 105 class of service 107 Dial rules 105, 142 Dial-0 destination AXXESSORY Talk 206, 220 mailbox 222 DID/DNIS 1, 101 in SMDR 201, 202 DID/E&M receive busy instead of camp-on 147 Digit translation nodes 210 programming 210 Digital Keysets PCDPM 133 Digital signal processor (DSP) conferencing 154 Digital Signal Processor (DSP) resources 74 Direct inward system access (DISA) 111 security codes 111 Direct Station Selection/Busy Lamp Field (DSS/BLF) Unit 73 attendants 88 key maps 73 LEDs 73, 115 reverse transfer 116 transferring calls 116 using 115 Page 247 Index IINTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Directory automated attendant 206 AXXESSORY Talk 206, 208, 214 feature code 181 intercom 181 mailbox recording 226, 232 speed-dial 181 voice mail 232 Display Outside Name 102 Distributed hunt group 90 Do-not-disturb 189 call forwarding 170 messages 189 override 189, 192 programming 14 remote programming 194 Down key 58 DSS/BLF key 58 DSS/BLF Unit 73 keyset 59 DTMF sets see Single-line sets Dual circuits 70 Dual-tone multi-frequency (DTMF) signaling programming 19 E Elapsed time in seconds for SMDR 202 Emergency Calling Party Number 110 Emergency calls 110 minor alarm 110 toll restriction 107, 109 using ARS 106 Enhanced speakerphone 55 feature code 86 Envelope settings 232 Equal access toll restriction 108 Executive Keyset see also Keysets alternate menu display 57 display-oriented keys 57 FWD key 117, 171 LCD 57 speakerphone 54 Exempt from ARS 107 Expanded CO call information 101 Extension ID 206, 208, 221 Extension lists in hunt groups 90 Extension numbers 87 directory 214 programming 14 External music source 120 External music sources 74 External paging 74 F Facility groups 105 Page 248 Facsimile (FAX) machine 74 Fax e-mail message format 240 Fax-on-demand 3, 205, 212 audiotex recordings 210 importing documents 34 nodes 210 FCC regulations xi Feature codes 79 directory 181 general 80 trunk access 79 Feature keys 58, 78 feature codes 86 initialized values 61 keysets 59 programmable 117 Features access to 47, 78 feature codes and keys 79 Forced account codes 141 entering 136 validated 141 Forward (FWD) key 58, 59 Executive Keyset 117, 171 programming 171 Forwarding see Call forwarding or System Forwarding Forwarding path 164 Forwarding point 164 Freeze zones 30 Freeze/unfreeze 30 G Group call pick-up 153 Group lists 3, 33, 222 sending messages 230 H Handsfree enable/disable 123 network calls 123 Handsfree announce system forward 149, 166 Hardware 53 Headsets connect tone 65 enable/disable 86 Hold alternate hold timer 144 consultation 144, 145 feature codes 86 individual 144 recall 144, 145 system 144 Hookflash 78, 197 Hot keypad keys 78 House phone 184 programming 10 House phone mode 184 Hunt group key 58, 59 Index INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Hunt groups 90 see also UCD hunt groups and ACD hunt groups 90 all-ring 90 as alternate message source 92 as attendants 88 as message center 92 J Japanese prompts and displays 7, 8, 9, 14, 15, 26, 121, 174, 190, 198, 210, 241 K average wait time 95 call circulation 90 call forwarding 91 camp on 91 capacity 90 DISA calls 111 distributed 90 do-not-disturb 189 extension numbers 87 linear 90 pilot number 90 queue position 95 remove/replace 92 ring in 91 station lists 90 system forwarding point 166 using extension lists 90 Hybrid balance programming 19 I IC key 58, 59 Individual hold 144 Individual trunk keys 58, 59 Initializing mailboxes 226 Inside Track 74 Integrated services digital network (ISDN) 1 Intercom calls 123 automatic answer 119 callback (queue) 127, 128 camp on 127 Key maps 58 DSS/BLF Unit 73 Key Service Unit (KSU) 53 Keymap switching 118 Keysets 54 8-line AIM 70 all transient displays 114 alternate menu display 57 alternate transient display timer 115 automatic answer 119 caller information 101, 102 circuit number display 58 DSS/BLF key 59, 115 LEDs 115 hot dial pad 78 key maps 58 LCD 57 LEDs 64, 65 optional equipment data device 67 data port module 66 headsets 65 loud ringing adapter 66 MDPM 66 PCDPM 66 PCDPM bit rate 67 ring tone selection 114 secondary extension keys 62 SPCL key 78 speakerphone 54 user-programmable keys 117 volume controls 66 messages 47, 129 off-hook voice announce 133 L placing calls 125 private 123 receiving calls 124 Intercom number display 113 Inter-station messages 47, 129 alternate message source 132 answering 131 canceling message you sent 130 canceling waiting message 132 indications 129 mailboxes 129 silent 130 viewing 131 Inter-Tel AIM Keyset 8-line dual circuits 70 Lamp Option Card (LOC) 72 Language 7, 8, 9, 14, 15, 26, 121, 174, 190, 198, 210, 241 Last number dialed/saved 186 Light-emitting diode (LED) indicators 53 Light-emitting diodes (LEDs) DSS/BLF keys 73, 115 keyset 64 red/green 65 Limited Warranty xvi Linear hunt group 90 Liquid crystal display (LCD) 57, 58 Longest idle search 97 Loop start trunks connected to paging 188 Page 249 Index IINTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 M Mailboxes 221 access 226 associated/non-associated 223 dial-0 destination 222 directory 214, 232 names 214, 226 envelope settings 232 initialization 226 message indications 129 message notification station 223 operator destination 222 passwords 221, 232 personal greeting 232 personal options 232 receive only 221 remote messaging 221 standard 221 system administrator 3, 33, 221 Major alarms 3, 28 Message center 129 forwarding to 172 hunt group as 92 Message lamps single-line sets 72 Message notification 223 multiple mailboxes 223 Message notification station 223 Message notification/retrieval 220 Messages alternate message source 132 inter-station 47, 129 answering 131 canceling 130 canceling message you sent 130 canceling waiting message 132 indications 129 mailboxes 129 viewing 131 reminder 198 voice mail 227, 230, 235 Microphone mute 86, 146 Microsoft Outlook/Exchange 237 Minor alarms 3, 28 Modem Data Port Module (MDPM) 66 see also PC Data Port Module (PCDPM) or Data Port Module (DPM) extension numbers 87 MSG key 129 Multilingual capability 7, 8, 9, 14, 15, 26, 121, 174, 190, 198, 210, 241 Music-on-hold 74, 120 background music 120 music source 120 network 120 MUTE key 146 Page 250 N Network 1, 53 account codes 142 agent help extension 161 alarms 28 ARS 107 call cost 200 call forward 170 camp on 127, 140 conference calls 154 do-not-disturb 189 freeze/unfreeze history 30 handsfree calls 123 house phone 184 messages 129 music on hold 120 night mode 111 Record-A-Call 159 reminder messages do-not-disturb 198 remote feature programming 193 reverse transfer 153 ring in 104 setting time 3, 7 speed dialing 174 synchronizing clocks 3, 8 New messages 227 Next key 58 Night mode 3, 6, 111 network 3, 6, 111 Night transfer 75 Nodes 3, 205, 210 alarms 28 number on keyset display 58 primary attendant 88 O OAI see System OAI Off-hook voice announce (OHVA) 133 blocking 133 using the MUTE key 133, 146 Office codes allowed/denied 108 Off-node device DSS/BLF keys 73 Off-premises extension (OPX) 72 Off-premises stations 74 On-hook dialing/monitoring 139 Open Architecture Interface (OAI) 70 Operator destination AXXESSORY Talk 206, 220 mailbox 222 Optional account codes 142 Optional equipment station data device 67 data port module 66 headsets 65 MDPM 66 PCDPM 66 Index INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Optional station equipment 75 Options Card (OPC) 74 OS/2 AXXESSORY Talk 4 Outbound Fax 237, 238 Outgoing access 104, 111 Outside calls account codes 141 automatic answer 119 callback (queue) 140 camp on 140 header 135 on-hook dialing/monitoring 139 placing 135 receiving 138 remote message notification 225 Outside party call information 102 Overflow stations 93, 94 P Page zone keys 58, 59 Pager notification 223 Paging 188 extension numbers 87 loop start trunks 188 remove/replace 86, 188 zones 188 Passwords extension ID 208 mailbox 221, 226, 232 programming 14 station 193 PBX hookflash 197 PC Data Port Module (PCDPM) 66, 133 DSS/BLF connection 73 OHVA 133 Personal greeting 232 Personal number 223 Personal options 232 Pilot numbers 90 Playback device announcement station 94 call routing announcement 209 overflow station 94 Playback devices 74 Polarity reversal 19 Power failure transfer 75 Power supply 53 Premium features advanced CO interfaces 19, 101 ARS 105, 107 directories 174 system OAI 70, 97 UCD 93 Previous key 58 Primary attendant 88, 89 node 88 Principal station 164 Priority level 95 Private calls 123 Private number extension ID 208 mailbox 216 Private trunk group 104 Programming administrator station 9 Q Queue feature code 86 station 127, 128 trunk 140 R Recall attendant 88 forwarding of 89 hold 88, 144, 145 system forwarding 169 transfer 151 unsupervised call 89 Receive network alarms 28 Record-a-call 3, 159, 205, 217 tone 159 tone interval timer 159 Recording system prompts 37 Recovering deleted messages 229 Red and green LEDs 65 Redialing 186 feature code 86 last number dialed 186 last number saved 186 Reminder messages 198 messages 198 programming 14 Remote feature programming 193 call forwarding 196 do-not-disturb 194 Remote messaging 221, 223 Remote notification cascade 223 Remove/replace hunt group 92 Remove/replace paging 188 Return Call feature 227 Reverse transfer 153 DSS/BLF 116 transient call indication 115, 153 Ring in 104 day/night 111 DISA 111 hunt groups 91 Ring intercom always 123 Ring principal once 165 Ring tone selection 114 Ring when X calls at extension 58, 62 Route groups 105 S Safety regulations xiv Save key 58 Saved messages 227 Page 251 Index IINTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Scheduled Time-Based Application Routing (STAR) 218 Screened transfer 152, 208, 210, 222, 232 Secondary extension keys 58, 60, 62, 117 ring when x calls 58, 62 transient call indication 62, 115 Security codes for DISA 111 Seize device 31 Send network alarms 28 Setting time and date 7 network 3, 7 Silent messages 130 Single-Line Adapter (SLA) 72 Single-Line Card (SLC) 72 Lamp Option Card 72 Single-line sets 72 message lamps 72 off-premises stations 72 SPCL key 58, 61, 78 system flag 78 Speakerphone 54 enhanced 55, 86 standard 55 Special delivery messages 230 Speed dialing 174 feature codes 86 house phone 184 station 176 pauses/hookflashes 176 PBX 176 programming 176 system 174 location codes 174 non-display numbers 174 pauses/hookflashes 26 PBX 26 programming 26 Speed-dial (SD) keys 58, 60 programming 117 SPKR key 58 Standard account codes 141 Standard keymap 58, 118 Standard Keyset LCD 58 speakerphone 54 Standard speakerphone 55 Station features return to default 197 Station instruments see Keysets, Single-Line Sets, and Direct Station Selection/Busy Lamp Field (DSS/BLF) Units Station Message Detail Recording (SMDR) 53 Station message detail recording (SMDR) 201 account codes 141 buffering 201, 219 display elapsed time in seconds 202 options 201 record retrieval 219 report format 202 suppressed digits 201 Station monitor 96 Station off-hook alarm 3, 28 Page 252 Station speed dialing 176 feature code 86 pauses/hookflashes 176 PBX 176 programming 176 Stations extension numbers 87 programming at administrator station 10 toll restriction COS 107 Subscriber 221 Supervisors 95 Suppressed digits 201 Surge/spike protector 74 System administrator voice mail 3, 32, 221 System alarms 3, 28 clearing 28 System battery back-up 74 System feature programming at administrator 14 System forwarding 164 advance timer 164 enable/disable 168 handsfree announce option 149, 166 initiate timer 164 recalls 169 ring principal once 165 System history freeze/unfreeze 30 System hold 144 System OAI 70, 97 System prompts 37 System speed dialing 174 feature code 86 location codes 174 non-display number 174 pauses/hookflashes 26 PBX 26 programming 26 toll restriction override 109, 174 System speed-dial keys 174 T T1 Card (T1C) OPX 72 Time display 7, 113 network 3, 7 Toll restriction 107 ARS 106 call forwarding 171 COS 107 emergency calls 110 programming 10 speed-dial override 109, 174 Transfer 149 attendant transfer timer 88 AXXESSORY Talk timer 207 conference 154 DSS/BLF Unit 116 recall 151 to hold 149, 151 to park 116, 150 to ring 149, 150 to voice mail 116, 150 Index INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Transfer methods 152, 208, 210, 222, 232 Transfer-To-Connect Allowed station flag 149 Transient call indication on call answer 62, 115, 153 Trunk group keys 58, 60 Trunk groups allowed answer 104 outgoing access 104 private 104 programming 19 ring in 104 subject to toll restriction 107 toll restriction COS 107 Trunks access codes 79 answer supervision 19 busy out programming 19 caller information 101 DTMF/dial-pulse signals 19 extension numbers 87 features 101 hybrid balance 19 programming 19 TSAPI 70 Two-stage caller identification 101 U UCD hunt groups 93, 95 announcement stations 93 overflow stations 93 priority level 95 supervisors 95 Undefined keyset keys 60 Undelete message 229 Undeliverable messages 227 Unheard message cancel 231 Unified Messaging see also AXXESSORY Talk Central 237 Unlisted number extension ID 208 mailbox 216 Unsupervised CO timer attendant recall 89 call forwarding 171 Up key 58 User groups 108 User keyed extension 161 User name display 113 programming 10 User-programmable keys 58, 60, 117 secondary extension keys 62, 117 V Valid call timer 19 Validated account codes 141 Version feature code 86 View call processing version feature code 86 Voice mail alternate message source 132 as message center 129 AXXESSORY Talk 220 broadcast messages 32 custom recordings 35 directory 214, 232 group lists 3, 33 mailbox maintenance 3, 33 mailboxes 221, 226 messages 227, 230, 235 subscribers 221 system administrator 3, 32, 221 system prompts 37 transfer to 116, 150 Volume controls 66 W Wrap-up mode for ACD calls 100 Page 253 Index IINTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Trunk Access Codes FEATURE NAME FEATURE NAME CODE Automatic Route Selection (ARS) 9200 Trunk Group Access 1-208 9201-9299, 93000-93107 Emergency Calls 911 Outgoing Call 8 Station Feature Codes FEATURE NAME Account Code – All Calls Following CODE 391 Account Code – Optional 390 ACD Agent Login ACD Agent Logout ACD Agent Login/Logout Toggle 326 327 328 ACD Agent Wrap-Up Terminate 329 Agent Help Message – Cancel Current CODE 368 Message – Silent 367 Mute On/Off 314 Page 7 Page On/Off 325 Program Bit Rate 393 Program Keys 397 Program Station Password 392 Queue Request 6 Record-A-Call 385 Redial 380 375 Reminder Message Reminder Message Cancel 305 306 Agent Help Reject 376 Remote Programming 359 Answer (Ringing Call) 351 Reverse Transfer (Call Pick-Up) 4 Automatic CO Access On/Off 360 Review Keys 396 Automatic IC Access On/Off 361 Ring Intercom Always On/Off 377 Automatic Trunk Answer 350 Ring Tone Selection 398 Background Music On/Off 313 Station Monitor 321 Call Forward All Calls 355 Call Forward If Busy 357 Station Speed Dial Station Speed Dial Program 382 383 Call Forward If No Answer 356 Switch Keymap 399 Call Forward If No Answer/Busy 358 System Forward Enable System Forward Disable System Forward On/Off 352 353 354 System Speed Dial 381 Change Language 301 CO Hookflash 330 Conference 5 Data 340 Default Station 394 Directory 307 Transfer to Hold 346 Transfer to Ring 345 Administrator Feature Codes FEATURE NAME Display Outside Party Name On/Off 379 Display Time/Date 300 Do-Not-Disturb Do-Not-Disturb Cancel Do-Not-Disturb On/Off 370 371 372 Do-Not-Disturb Override 373 Enhanced Speakerphone Enable Clear Network Alarm CODE 9851 Clear System Alarm 9850 Diagnostics On/Off 9900 Enable Network Day 9862 Enable Network Night 9861 310 Freeze Zone System Histories Unfreeze Zone System Histories 9939* 9989* Feature Key Default 395 Night Ring On/Off 9860 Group Listen 312 Program Database 9932 Handsfree On/Off 319 Program System Speed Dial 9801 Headset Enable Headset Disable Headset On/Off 315 316 317 Seize Device 9973* Set Network Date/Time 9810 Hold – Individual 336 Set Time/Date 9800 Synchronize Network Time 9811 System History — Freeze System History — Unfreeze 9993* 9998* View Call Processing Version 9928* Hold – System 335 Hunt Group Remove Hunt Group Replace Hunt Group Remove/Replace 322 323 324 Message 365 Message – Cancel 366 Page 254 *The Diagnostics Mode feature code (9900) must be entered before these feature codes can be used.
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