Owner's Manual

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Axxess

Administrator’s Guide

Summary of content (342 pages)

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Axxess ® Administrator’s Guide
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# 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.
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NOTICE This Inter-Tel® Axxess® Administrator’s Guide is released by INTER-TEL, INC. as a guide for system and voice mail administrators. It provides information necessary to properly administer the system. The contents of this guide, which reflect current INTER-TEL standards, are subject to revision or change without notice. Some features or applications mentioned may require a future release and are not available in the initial release.
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Table of Contents AXXESS® ADMINISTRATOR’S GUIDE — January 2004 Table of Contents CONTENTS PAGE FCC Regulations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii Safety Regulations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi Introduction 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Table of Contents AXXESS® ADMINISTRATOR’S GUIDE — January 2004 CONTENTS PAGE Call Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203 Call Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206 Reverse Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208 Conference Calls . . . . . .
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AXXESS® CONTENTS Table of Contents ADMINISTRATOR’S GUIDE — January 2004 PAGE Unified Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306 Automatic Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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FCC Regulations AXXESS® ADMINISTRATOR’S GUIDE – January 2004 FCC Regulations Important 1. This equipment complies with Part 68 of FCC rules. On the side of the equipment cabinet is a label that contains, among other information, the FCC registration number and ringer equivalence number (REN) for this equipment.
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AXXESS® TYPE OF PORT INTERFACE FCC Regulations ADMINISTRATOR’S GUIDE – January 2004 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).
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FCC Regulations AXXESS® ADMINISTRATOR’S GUIDE – January 2004 CAUTION 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. THE IP SLA COMPLIES WITH UL1950/CSA950 AND EN 60950 STANDARDS AND COMPLIES WITH EN 55022 AND PART 15 OF FCC RULES.
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AXXESS® Safety Regulations ADMINISTRATOR’S GUIDE – January 2004 Safety Regulations Important Safety Instructions CAUTION The “NRTL/C” indicator adjacent to the CSA mark on the product label signifies that the Axxess® System 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.
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Safety Regulations AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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. 13.
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AXXESS® Introduction ADMINISTRATOR’S GUIDE – January 2004 Introduction CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Telephone System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Introduction AXXESS® ADMINISTRATOR’S GUIDE – January 2004 INTRODUCTION This Administrator’s Guide provides all of the information an administrator should need to know about the 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. TELEPHONE SYSTEM The Inter-Tel Axxess Telephone system is a state-of-the-art, digital, voice/data, hybrid telephone system.
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AXXESS® Introduction ADMINISTRATOR’S GUIDE – January 2004 SYSTEM ADMINISTRATOR DUTIES As a system administrator, you can provide the following services: • • • • • • • Place the local phone system or other systems in the network in night 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.
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Introduction AXXESS® ADMINISTRATOR’S GUIDE – January 2004 VOICE PROCESSOR The system Voice Processor 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.
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AXXESS® Introduction ADMINISTRATOR’S GUIDE – January 2004 • Record-A-Call: This feature allows a station user to record an ongoing call in a voice 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.
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Introduction AXXESS® ADMINISTRATOR’S GUIDE – January 2004 VOICE MAIL ADMINISTRATOR DUTIES As the voice mail administrator, you can use special features that are not provided to other voice mail users.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 Administrator Procedures CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 System Administrator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Placing the System in Night Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 INTRODUCTION During database programming, any Inter-Tel phone can be designated as a system administrator and/or a voice mail administrator. All administrator stations should be equipped with display phones to show system alarms and to make programming easier. This section gives you all of the instructions for using the Administrator Features of the system and voice mail. • System Administrator Features begin below.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 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. See SPECIFICATIONS in the Installation Manual for details.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 SETTING SYSTEM DATE AND TIME NOTE: Software versions 8.2 and later support the automatic Daylight Saving Time feature. To enable the automatic Daylight Saving Time feature, the Enable Daylight Saving Time flag in Database Programming must be set to Yes. In systems running software versions 8.1 and earlier, you must reset the system time whenever Daylight Saving Time begins and ends.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 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 phones 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.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 SYNCHRONIZING 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.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 Entry to the Database Programming feature at the administrator station 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 telephone system database is vulnerable to unauthorized access.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Station Programming You can use your administrator station to program the following station information: • Create or delete Administrator stations: You can program any other Inter-Tel phone to be an additional administrator station, or you can delete administrators. (You cannot program this for your own station or a single-line station.
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AXXESS® 5. Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 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 button. 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.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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 button. Then do the following: 1. The display shows TOLL RESTRICTION OPTION. Press 1 or the COS DAY menu button to program day mode toll restriction. Or, press 2 or the COS NIGHT menu button to program night mode toll restriction. 2. The display shows SET DAY (or NIGHT) COS XX.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 FIGURE 1.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 System Programming You can use your administrator station to program the following system-wide information: • Define Do-Not-Disturb messages: The messages for the Do-Not-Disturb feature can be reprogrammed through an administrator’s station. (See page 247 for information concerning their use.) Administrators can delete or change messages 01-20 to any value (up to 16 characters).
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 When two languages are enabled and reminder messages are changed, the programmer should attempt to keep the meanings for the messages in both lists the same. That is, if the Primary Language message 02 is changed to “GO TO AIRPORT,” a similar message should be programmed for the Secondary Language message 02. • Program new extension numbers for stations: The extension number for any station can be changed by an administrator.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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. 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 button. Then do the following: 1. The display shows CHANGE PASSWORD TO. Enter a password of up to eight digits, then press # .
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 Scroll through the numbers: To scroll through the extension number list, press the high end of the Volume button or the NEXT menu button to scroll forward, or press the low end of the Volume button or the PREVIOUS menu button to scroll backward. When the desired extension number is displayed, press # or ACCEPT to continue. 2. The display shows CHANGE X (number) TO EXTENSION. Enter the new extension number for the station.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 2. The display shows SWAP (extension) WITH EXTENSION. Enter the second extension number to be swapped using the same methods previously described. The display shows DATABASE UPDATED. NOTE: If you cancel or terminate the feature without entering the second extension number, the system discards any changes that have not yet been saved, and the display shows NO UPDATE PERFORMED.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 FIGURE 2.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Trunk Programming 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.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 Trunk groups: • Day/Night Answer Access: You can program separate lists for stations with allowedanswer access in day and night modes. • Day/Night Ring-In: You can program separate lists of stations with ring-in for day and night modes. • Change Toll Restrictions: You can program toll restriction classes of service for the trunk groups. Classes of service are described in detail on page 155.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 4. To Program an Individual Trunk: Press 1 or the INDIVIDUAL TRUNK menu button. Then program trunk options as follows: a. The display shows ENTER TRUNK EXTENSION. Enter the extension number of the trunk to be programmed using one of the methods described on page 25. b. The display shows INDIVIDUAL TRUNK OPTION. Enter one of the following options.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 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 button. To program for night mode, press 2 or the ANS-ACCESS NIGHT menu button. When the display shows ENTER STATION EXTENSION, do the following: 1. Enter a station extension using one of the methods described on page 25. 2.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 3. Subject to toll restriction: To program the trunk group Subject to Toll Restriction option, press 4 or the SUBJECT TO TOLL menu button. When the display shows SUBJECT TO TOLL, press 1 or the YES menu button to enable the option. Or, press 2 or the NO menu button 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 button.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 FIGURE 3.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 FIGURE 3.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 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 48 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.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 • In numeric mode, the dialpad buttons are used to enter numbers 0-9, the pound ( # ) button is used for entering a hyphen (-), and the asterisk ( ) button is used for entering a colon (:). For example, 1 00 would enter “1:00” in numeric mode. • In alphanumeric mode, dialpad buttons are used to enter the desired letters, numbers, and punctuation. The number of times a button is pressed determines which character is entered.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 TO PROGRAM OR CHANGE SYSTEM SPEED-DIAL NUMBERS AND NAMES: NOTE: If you make a mistake, use the MUTE button 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 phones show PROGRAM SYS SPD # (000-999). 2.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 PROGRAMMING AND USING DSS/BLF BUTTONS Direct Station Selection/Busy Lamp Field (DSS/BLF) buttons (located on a DSS/BLF unit, Mini-DSS unit, or an Inter-Tel phone) provide one-button access to extension numbers. If the button is equipped with a lamp, you can visually monitor the status of the associated extension. DSS/BLF buttons are not available on single-line sets.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 PROGRAMMING DSS/BLF BUTTONS: 1. With the handset in the cradle, dial 2. Press the DSS button(s) and dial the desired extension number. 3 9 7 . Once programmed, you can use your DSS button as follows: • You can place an intercom call to the extension that the DSS button is programmed for by pressing the button once.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 TRANSFERRING CALLS TO STATIONS: 1. While on a call, press the desired DSS/BLF button. 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. The display shows ENTER MAILBOX. Enter the desired mailbox number.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 MANAGING SYSTEM AND NETWORK ALARMS 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 phones.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 TO RESPOND TO A MINOR ALARM FROM ANY ALARM DISPLAY STATION: 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. 3. Take the appropriate action as indicated in the following table.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 Clearing Alarms An administrator can clear a network-wide alarm on the local node only or on every node in the network. To clear an alarm, you can use either the administrator feature codes or the menu buttons on your phone. TO USE THE FEATURE CODES TO CLEAR ALARMS: Enter the appropriate feature code to clear the alarm.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 When alarms are generated: • The highest priority alarm is placed in the front of the queue, regardless of when lower priority alarms are generated. For example, if A114 (priority 3) and A116 (priority 4) are currently in the queue, but A119 (priority 2) is generated, A119 is placed first in the queue. • Alarms with the same priority level are placed in the queue based on the time the alarm was generated.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 Networked systems containing nodes that are running version 8.1 or earlier require special attention because not all nodes will have an alarm queue. In networks such as this, a broadcast message is sent only when the most recent network alarm is cleared. When the message is sent, that network alarm is cleared on all nodes in the system. Once the alarm is cleared, any pre-8.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 RESETTING THE CALL PROCESSING CARD MODEM CAUTION Do not reset the modem if it is connected to a Database Programming session. If you do, the programming session is dropped, potentially corrupting the database. For this reason, Inter-Tel strongly recommends that you assign the modem extension to a DSS/BLF button.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 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.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 VOICE MAIL ADMINISTRATOR FEATURES The voice mail administrator can use special features that are not provided to other mailbox owners.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 MAINTAINING MAILBOXES AND GROUP LISTS Using the system administrator’s mailbox, you may provide basic voice mail mailbox and group list system maintenance.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 IMPORTING FAX DOCUMENTS If you have a fax card in your Voice Processor, you can use the voice mail 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-OnDemand service. TO IMPORT A FAX DOCUMENT: 1. Using a fax machine, dial the voice mail application access number. You hear the main menu. 2.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 CREATING AUDIOTEX RECORDINGS The voice mail 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.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 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.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 RECORDING CUSTOM VOICE MAIL PROMPTS All of the pre-recorded prompts in the Voice Processor can be customized, using the voice mail administrator’s mailbox. If the Multilingual feature is enabled, and the Secondary Language prompts have been loaded, the system administrator can change either the Primary or Secondary Language prompts.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 FIGURE 4. Default Voice Mail Prompts PROMPT Page 52 CONTENT 001 To leave a message, please enter a mailbox number. 002 For the directory, press pound. 003 To reach an operator, press 0. 004 I'm sorry... 005 ...is not available. 006 The number entered is not valid. 007 Using the buttons 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.
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AXXESS® PROMPT Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 CONTENT (Continued) 040 Since you are accessing 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.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 PROMPT Page 54 CONTENT (Continued) 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 mailboxes, press POUND. 080 To backup within your message or recording, press 1. 081 To pause at any time, press 2. 082 To advance press 3. 083 To lower the voice mail volume, press 4.
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AXXESS® PROMPT Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 CONTENT (Continued) 117 Greeting saved. 118 After the tone, please record your name, then press POUND. 119 Name saved. 120 Your message envelope is currently set to return... 121 ...all information. 122 ...time and date... 123 ...message source... 124 ...and... 125 ...message length... 126 To turn on all envelope options, press 4. 127 For message source, press 2. 128 For message length, press 3.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 PROMPT Page 56 CONTENT (Continued) 159 Invalid time. 160 For AM, press 1. 161 Please select the days of the week on which you wish to be notified. 162 Not used. 163 Please enter your mailbox number.
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AXXESS® PROMPT Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 CONTENT (Continued) 201 Twenty-fourth 202 Twenty-fifth 203 Twenty-sixth 204 Twenty-seventh 205 Twenty-eighth 206 Twenty-ninth 207 Thirtieth 208 Thirty-first 209 ...the voice mail system. 210 The system is set to notify you between... 211 ...is turned off. 212 ...is turned on to call your pager at... 213 ...with all new messages. 214 ...with all priority messages. 215 ...starting at... 216 ...
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 PROMPT If this is the correct recording, press POUND. 244 Warning, no recording has been made. 245 Invalid application entered. 246 ...is not a valid recording number. 247-252 253 Page 58 CONTENT (Continued) 243 Not used. This is a return receipt verifying the message sent has been heard. 254 I'm sorry. Private messages cannot be for warded. 255 This is the message center calling for...
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AXXESS® PROMPT Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 CONTENT (Continued) 290 When you are finished entering mailbox numbers, press POUND. 291 Otherwise, press POUND. 292 For PM, press 2. 293 For Sunday, press 1. 294 For Monday, press 2. 295 For Tuesday, press 3. 296 For Wednesday, press 4. 297 For Thursday, press 5. 298 For Friday, press 6. 299 For Saturday, press 7. 300 For Monday through Friday service, press 1. 301 For all the days of the week, press 2.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 PROMPT Page 60 CONTENT (Continued) 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... 333 ...the operator. 334 ...the operator... 335 Remote Messaging will call..
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AXXESS® PROMPT Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 CONTENT (Continued) 367 If you would like to have your fax automatically delivered to you later, press pound. 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 button. 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.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 PROMPT To search for messages last in first out, press 2. 407 To change the search order for new messages, press 1. 408 To change the search order for saved messages, press 2. 409-499 Not used. 500 If you know your party's extension number, enter it now. 501 To leave a message, press 1. 502 To try another extension, press 2. 503 Please hold while your call is being transferred to... 504 Not used.
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AXXESS® PROMPT Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 CONTENT (Continued) 546 You have no deleted messages. 547 You have one deleted message. 548 ...deleted messages. 549 To recover deleted messages, press 2. 550 To recover this message, press 7. 551 Message recovered. 552 To purge this message, press 9. 553 Message purged. 554 To listen to deleted messages, press 1. 555 To recover all messages, press 2. 556 To purge all messages, press 3. 557 ...
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 PROMPT Page 64 CONTENT (Continued) 589 Enter the number of the remote extension. 590 To cancel this message, press *. 591 Fax-on-demand was unable to deliver one or more faxes. Please view the Fax Delivery Report for details. 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 ...
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 FIGURE 5. Administrator Database Programming Planning Sheets CUSTOM AUDIOTEX RECORDINGS: If you record special recordings for the Voice Processor applications (see page 51 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.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 FIGURE 5.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 FIGURE 5. Administrator Database Programming Planning Sheets (Continued) Reminder Messages: DEFAULT MESSAGE PRIMARY LANGUAGE MESSAGE SECONDARY LANG.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 FIGURE 5.
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AXXESS® Administrator Procedures ADMINISTRATOR’S GUIDE – January 2004 FIGURE 5.
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Administrator Procedures AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Page 70 Administrator Database Programming Planning Sheets
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 System Hardware CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Station Instruments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Inter-Tel Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 CONTENTS PAGE IP and SIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 IP and SIP Phone Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Installation and Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 IP Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 INTRODUCTION The Inter-Tel hardware houses the system power supply unit and the circuit cards. Together, the circuit cards in the phone system’s cabinet perform the switching activities for the system, detect incoming calls, process data-controlled features, and control the interaction of station instruments, trunks, intercom calls, and Voice Processor applications. The basic cabinet has slots for up to seven circuit cards.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 STATION INSTRUMENTS To allow system flexibility and cost efficiency, a variety of Inter-Tel and industry-standard third-party station instruments can be used on the Inter-Tel phone system.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 INTER-TEL PHONES The features supported by Inter-Tel digital and analog phones are described in the following paragraphs. NOTE: Throughout this guide, the term “Inter-Tel phone” refers to the full-feature phones manufactured and sold by Inter-Tel. The term does not apply to industry-standard single-line, dualtone multi-frequency sets.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Executive and Professional Display Phone Speakerphones Each Executive and Professional Display Phone has a built-in, integrated speakerphone that allows on-hook dialing and handsfree operation on outside calls and inside (intercom) calls. The speakerphone can be used in standard mode or in enhanced mode which allows for fullduplex operation over a limited volume range (the range depends on trunk characteristics, typically the range is 1-3).
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 A digital phone user can set up a conference and then, once it is established, presses the ∞ (Special button) and Speaker (or presses ∞ and enter the Enhanced Speakerphone feature code – 310) to have an enhanced speakerphone call in the conference. Analog, IDS, and Wave Phone Speakerphones NOTE: The volume adjustment range of non-AIM and non-DVK analog phones may not be suitable in all user environments.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Six-Line Liquid Crystal Display (LCD) All Model 8560, Executive, and Professional Display Phones have a six-line LCD. Each line has 16 characters. (A picture of the Model 8560 display is shown in the Figure below. A picture of the Executive display is shown on the following page.) The top two lines are for standard call information and show the same displays as other display phones.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 FIGURE 7. Executive Phone Display 8 LCD MENU SELECTION KEYS LCD WITH SIX 16-CHARACTER LINES Two-Line LCD The Model 8520, Standard, and Associate Display Phones have a two-line Liquid Crystal Display that supports 16-characters per line. When the phone is not in use, the LCD shows the station extension number, username, time of day, and date.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 TO ADJUST THE LCD CONTRAST ON THE MODEL 8520 PHONE: 4. While the phone is idle, locate the contrast control wheel on the back, upper-right section of the phone. 5. Adjust the contrast of the LCD screen by turning the wheel clockwise (lighter) or counterclockwise (darker).
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 The buttons in each keymap can be assigned the following functions: • Accept Key: (This button type is not required for Digital Phones. It is intended for Analog Phone use.) This button is used to accept an entry when using numeric mode. (Digital Phones use the Volume button, by pressing both arrows at once.) • Cancel Key: No further programming is necessary.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Page 82 • Individual Trunk Key: This button 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 and answering calls. If an under a Call button.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 • Undefined Key: Any button can be left undefined if it will not be needed. It can be programmed, like a user-programmable button, as described above. If the phone user or programmer returns the phone to default values, the button will return to being “undefined.” • Up Key: (This button type is not required for Digital Phones. It is intended for Analog Phone use.) No further programming is necessary.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Default Inter-Tel Phone Feature Buttons When the system is in the default state, all phones are in the same keymap group and have the following feature buttons. Feature code descriptions start on page 116. (The Special button is represented by keycaps with ∞ on the Inter-Tel phone.) KEY Page 84 FUNCTION CALL KEYS 1-4 Selects an outgoing trunk, if idle, or answers a call on the button.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 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 button” at another station. For example, a secretary or assistant can have a secondary extension button for a supervisor’s station, or one station can have several secondary extension buttons, each associated with a different primary station.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Normally, the secondary extension button will not show intercom calls. However, if the primary station does not have an IC button, intercom calls will appear under a Call button and, therefore, will appear on the secondary extension button. If the primary station is a single-line set, all calls will appear on the secondary extension button.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 FIGURE 9. Digital Phone LED Rates The following rates are shown in interruptions per minute (IPM). STEADY 0 IPM DATA SLOW 30 IPM MEDIUM 120 IPM Ring signal is being sent to the data device. (Red LED) Auto-dial modem is dialing and the data port is unavailable. (Red LED) IC FAST 240 IPM Intercom call is in progress. (Green LED*) Recalling intercom call is camped on. (Green LED*) Conference is in progress.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Red and Green LEDs Inter-Tel Model 8000 Series, Executive Display, Professional Display, Standard Display, Associate Display, and Basic Digital Phones have red and green LEDs in the button 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).
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 TO DISCONNECT THE HEADSET FROM A MODEL 8560 OR 8520 PHONE: 1. Unplug the headset cord from the back of the phone. 2. While on hook, enter the Headset Off feature code (316) or the Headset On/Off feature code (317). The display shows HEADSET MODE OFF. TO DISCONNECT THE HEADSET FROM ALL OTHER INTER-TEL PHONES: 1. Unplug the headset cord from the base of the phone. 2. Plug the coiled handset cord into the base of the phone. 3.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 TO CHANGE THE BIT RATE OF YOUR PCDPM: 1. While on hook, enter the Program Bit Rate feature code (393). If the port is not configured for a DSS/BLF unit, the display shows ENTER BIT RATE. (If it is configured for DSS/ BLF, the display shows CANNOT PROGRAM BIT RATE.) 2. Enter a valid rate (300, 600, 1200, 2400, or 4800). Executive Display and Model 8560 Phone users can press the appropriate menu button in the display.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 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 phone, 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 phone.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 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 button is unlit. Depending on the type of device used, the data device may detect the loss of carrier and automatically terminate the entire connection.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Digital Phone Desktop Interface NOTE: Your software license must include the appropriate premium feature(s) to use Desktop Interface and System OAI features. Desktop Interface is a station-level communications protocol that allows a PC, attached to a PCDPM on a Model 8560, Model 8520, Executive Display, Professional Display, Standard Display, or Associate Display, to emulate an Inter-Tel phone for call handling.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 AGENTSET The AgentSet is used in place of an Inter-Tel phone with an attached PCDPM. It is connected to a Digital Keyset Card (DKSC or DKSC-16) port just as a phone 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 AgentSet does not require a transformer or external power source. To operate properly, the AgentSet must be programmed for headset mode.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 Off-Premises Extensions (OPX) Off-premises extensions are remote single-line DTMF sets that are connected to the Inter-Tel 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.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 DIGITAL DIRECT STATION SELECTION/BUSY LAMP FIELD (DSS/BLF) UNITS The Inter-Tel system supports three types of DSS/BLF Consoles/Units. The unit used depends on the phone. • With Model 8560 and Model 8520 Phones: Model 8560 and 8520 Phones equipped with a PCDPM support up to four 50-button DSS/BLF Units. There can be a total of 20 of these 50-button DSS/BLF Units on the system.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 IP AND SIP DEVICES Devices using Axxess IP and Session Initiation Protocol (SIP) allow users to communicate using the Local Area Network (LAN) and the telephone system.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 IP SoftPhone The IP SoftPhone allows you to make and receive phone calls on a PC. This application uses the Executive Display Phone graphical user interface (GUI), and audio is handled by the PC’s microphone and speakers. The IP SoftPhone functions like an Executive Display Phone installed directly on the system except for the IP limitations listed above. The IP SoftPhone terminates on an IP Card (IPC) or an IPRC (firmware V8.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 Microsoft® Windows CE.NET Operating System The operating system on the Model 8690 Phone is a customized version of Windows CE.NET. When you first power up the Model 8690 Phone, the screen remains blank for approximately 10 seconds. After this period, the Windows CE.NET desktop appears, followed by the Loading Application Appearance dialog box. This dialog box signals that the telephone application is launching.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Backlight If the phone remains idle for several minutes, the backlight on the screen will time out and the screen will go dark. To “wake” the screen, either lift the handset or touch the screen. The instructions below explain how to change the timeout value for the backlight. TO CHANGE THE DEFAULT VALUE FOR THE BACKLIGHT TIMEOUT: 1. 2. 3. 4. 5. Press Start - Settings - Control Panel. Double-press Display. Select the Backlight tab.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 System Memory and Storage The Model 8690 Phone ships with 128 MB of RAM and 64 MB of flash RAM. The telephone application is pre-loaded on the device, with approximately 5 MB of RAM available to the user. CAUTION The Model 8690 Phone does not have a built-in hard drive.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 System Registry The information stored in the Windows CE registry is not accessible. The registry contains a number of settings and preferences that are saved in two separate locations for backup purposes. If the phone loses power during a registry update, the registry will be destroyed. However, the last saved version of the registry can be recovered upon reboot.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 Peer-to-Peer Audio for IP and SIP Devices The P2P audio feature, available in software V8.1 and later, allows certain IP and SIP devices to transmit and receive audio directly with each other rather than through the system cabinet. The P2P feature reduces delay and packet loss for IP and SIP devices.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 SIP Default Feature Codes The following table lists the default feature codes for features supported in SIP mode..
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 Power Supplies Each SIP and IP device must use a compatible power supply. Because there are so many power supply options, it is strongly recommended that you refer to the IP Devices Power Supply Matrix located in the IP Devices Installation Manual when selecting a power supply for the IP or SIP device. IP Troubleshooting The following table lists some possible errors that you may encounter when programming or using IP or SIP devices.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 OPTIONAL SYSTEM EQUIPMENT The following optional equipment can be purchased and installed with the Inter-Tel system. Complete specifications and installation instructions are provided in the Inter-Tel Axxess Installation and Maintenance Manual. Voice Processor: Provides multi-port integrated voice processing features (voice mail, automated attendant, hunt group announcement and overflow, SMDR storage, Record-A-Call, etc.
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AXXESS® System Hardware ADMINISTRATOR’S GUIDE – January 2004 Playback devices: A playback device (answering machine) can be used in place of the Voice Processor 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.
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System Hardware AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Page 110 Optional System Equipment
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 System Features CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 Access to the Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 Special Button and Hookflash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 Message Lamp . . . . . . . . .
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 CONTENTS PAGE Trunk Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Caller ID, DNIS, and ANI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Inter-Tel Phone Displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 Outgoing-Access, Allowed-Answer, and Ring-In Assignments .
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 CONTENTS PAGE Responding to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Viewing Waiting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Answering Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Canceling a Waiting Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 CONTENTS PAGE Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214 Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216 System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 INTRODUCTION The Inter-Tel system, in addition to its sleek, modular appearance and easy installation and programming, provides many user-friendly features. To describe the system features, this chapter has been divided into the following sections: • Access to the Features: This section contains a list of the feature codes and their definitions.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 MESSAGE LAMP Model 8500, 8520, and 8560 Phones have a Message Lamp located on the upper, right-hand corner of the phone. This lamp is programmable and is defaulted to the Message feature code (365). If you change the feature code associated with this lamp, it will flash when the feature is active. For example, if you program the lamp for Individual Hold (336), the lamp will flash when a call is held at the station. NOTE: Version 7.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 TRUNK ACCESS CODES These feature codes are used for selecting trunks when placing outgoing calls. FEATURE NAME CODE DEFINITION Automatic Route Selection (ARS) 92000* Allows the system to select the desired route for placing a call, as programmed in the database. The ARS premium feature is required. Trunk Group Access 1-208 9200192208* Selects an available trunk from a programmed group of trunks for placing an outside call.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 FEATURE NAME CODE DEFINITION (Continued) Automatic CO Access On/Off 360 (Inter-Tel Phones Only) Allows the phone user to determine how ringing outside calls will be answered: simply by lifting the handset or pressing the Speaker button (automatic answer), or by lifting the handset or pressing the Speaker button and pressing a Call button, individual trunk button or the ANSWER button.
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AXXESS® FEATURE NAME CODE System Features ADMINISTRATOR’S GUIDE – January 2004 DEFINITION (Continued) Directory 307 (Display Phones Only) Allows display phone users to search for extension numbers or system speed-dial numbers. The number can then be dialed, if desired. The Directories premium feature is required.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 FEATURE NAME CODE DEFINITION (Continued) Hold – Individual 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. (Inter-Tel phones use the HOLD button.) Hold – System 335 Places an outside call on system hold.
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AXXESS® FEATURE NAME CODE System Features ADMINISTRATOR’S GUIDE – January 2004 DEFINITION (Continued) 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 phones have a default QUEUE button.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 FEATURE NAME CODE DEFINITION (Continued) Station Speed Dial Station Speed Dial Programming 382 383 Dials/programs one of the 10 station speed-dial numbers when followed by a location code (0-9). (Inter-Tel phones use the Station Speed Dial button plus a location code for programming and dialing, or they can program speed-dial buttons for one-button dialing.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 FEATURE NAME CODE DEFINITION Program System Speed Dial 9801 Programs system-wide speed-dial numbers when followed by location codes (000-999). 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.
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AXXESS® FEATURE NAME Diagnostic - Dump Node Information System Features ADMINISTRATOR’S GUIDE – January 2004 CODE DEFINITION 9936 The user can easily dump node information to Message Print using a single feature code. Pressing the Dump Node Information feature code dumps specified node information to Message Print for diagnostic purpose. When the system prompts for a node number, enter the desired node number or zero (0) for all nodes within a network.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 FEATURE NAME CODE DEFINITION Diagnostic - Network Freeze Zone System Histories Diagnostic - Network Unfreeze Zone System Histories 9939 Diagnostic - Network Group 9963 Verifies that the system Network Groups are programmed correctly. When the feature code is entered, the phone system initiates pings from each Inter-Tel IP device and determines if the other devices respond to the ping.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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 1000-1999 Hunt groups 1-75 2000-2074 or 2000-2299 Voice Processor Applications 2500-2999 Page Zones 9600-9609 or 9600-9649 (Used only for programming a feature button to select a page zone.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 ATTENDANT STATIONS NOTE: For information on automated attendants, see page 272 in VOICE PROCESSING 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 ONE-ATTENDANT OR MULTIPLE-ATTENDANT OPERATION Each node can be set up with one attendant or several attendants, as follows: • One Attendant: One attendant provides all of the attendant services listed on the previous page. All trunks (except private trunks) are usually programmed to ring in at this attendant’s station. • Multiple Attendants: Any or all stations can be programmed as attendants.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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 button or individual trunk button. Or, press the ANSWER button. (If more than one trunk is recalling, pressing the ANSWER button selects the outside call indicated on the display.
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AXXESS® • System Features ADMINISTRATOR’S GUIDE – January 2004 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 4th call begins here EXT. 1003 incoming call.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 • 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 not needed to return busy signal (such as a T1 E&M) will hear busy signals.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 UCD HUNT GROUPS NOTE: The Uniform Call Distribution Hunt Groups premium feature is required to use UCD features. 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Voice Processor Applications as Announcement/Overflow Stations When a Voice Processor 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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 Speaker button 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 ACD HUNT GROUPS NOTE: The Automatic Call Distribution Hunt Groups premium feature is required to use ACD hunt group features. To take full advantage of all hunt group features, the Uniform Call Distribution Hunt Groups premium feature should also be included in your software license. Automatic Call Distribution (ACD) can be programmed to distribute hunt group calls to equalize call time or call count among the available members.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 If an extension list is included in an ACD hunt group set for Longest Idle or Balanced Call Count distribution, it will treat each station in the extension list as a separate agent; it will not ring all of the stations on the list at once. If the hunt group is set for linear or distributed order, a call will ring at all stations on an extension list at once when the call reaches that point in the hunt group list.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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 133, does not have any effect on ACD hunt group calls when entered by an ACD agent.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 Restart ACD Idle Time Upon Login Flag The Restart ACD Idle Time Upon Login flag determines where an agent is placed in a longest idle queue when he or she logs back in to a hunt group. When enabled, the agent’s idle time is reset to zero whenever he or she logs in (i.e., that agent will be least likely to receive the next distributed call). If disabled, the agent’s idle time includes the time the agent was logged out of the hunt group (i.e.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Group Call Pick-Up When the Group Call Pick-Up feature is enabled, a call ringing in to a hunt group or one of its stations can be picked up at any other station. Users can enter the Reverse Transfer feature code (4) and dial a hunt group’s pilot number to pick up a call that is ringing in to the hunt group’s pilot number or to any station within that hunt group.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 ACD HUNT GROUPS SPAN NODES There is a premium feature called Remote Automatic Call Distribution Hunt Groups. It allows ACD hunt groups to span nodes. Node-spanning ACD hunt groups can have either members or ACD Agent IDs. • Members: ACD hunt group members may include off-node-phones, off-node single lines, and Hunt Group Member extension lists. • ACD Agent IDs: Unlike members, there are no off-node Agent IDs.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Operational Changes • The Station Monitor feature remains limited to a single node. Members who are logged in to a remote node or who are logged in to the supervisor’s node from a remote node cannot be monitored. • Hunt groups with remote members rely on network links between nodes.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 Maintenance of Node-Spanning Hunt Groups • Deletion of ACD Agents is different in version 5.3 or later because agents must be defined globally. In previous versions, deletion of an agent resulted in removal of the agent from any hunt groups in which the agent was a member and also logged the agent out.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 TRUNK FEATURES This section explains the trunk functions and programmable features. CAUTION While this system is designed to be reasonably secure against CO trunk misuse by outside callers, there is no implied warranty that it is not vulnerable to unauthorized intrusions and toll fraud.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 INTER-TEL PHONE DISPLAYS Whether call information appears on the Inter-Tel phone display and what information appears, is determined by station flags in the database. The flags are: • Expanded CO Call Information On Displays: This station flag determines whether call information (trunk name or call information) is displayed at the phone.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 AUTOMATIC ROUTE SELECTION (ARS) NOTE: The Automatic Route Selection premium feature is required to use ARS. 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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 the end of dialing. (To use an optional account code, the code must be entered before the number is dialed.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 When ARS is used, the station user hears dial tone when the feature code is entered (manually or automatically using a Call button, the ARS button, or the OUTGOING button). 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 button or trunk button.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 TOLL RESTRICTION The following features provide toll restriction on the 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 The default values of COS 01-09 are as follows. COS NAME RESTRICTION 01 ARS Only (This is a station class of service only. It is not used for trunk groups. Also, the Automatic Route Selection premium feature is required.) Calls can only be placed using the Automatic Route Selection (ARS) feature. The user will hear reorder tones when attempting to place a call using any other method.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 EMERGENCY CALL FEATURE NOTICE It shall be the responsibility of the entity or person(s) completing installation and maintenance of hardware or software described herein to research, comply with and be responsible for the specific governmental rules and regulations regarding Emergency Outgoing Access (911) of the geographic location in which such functions are performed.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 • If the user accesses a trunk or trunk group and dials any Emergency Number (1-10), the trunk or trunk group does not validate the station originating the emergency call against the trunk group’s Emergency Day/Night Outgoing Access List. An idle trunk is seized, and the system automatically dials the emergency number. • If the user accesses ARS and dials any Emergency Number (1-10): a. The call is routed to Route Group 1. b.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 Emergency Outgoing Access Lists As of version 7.0, the system supports two outgoing access lists called Emergency Day Outgoing Access and Emergency Night Outgoing Access. These lists, which are similar to the Day/ Night Outgoing Access lists, are programmable for CO Trunk Groups and Node IP Connection Groups. These lists default to the Auto Extension List PP051: Auto: All Stations.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Calling Party Number Field Each station can be programmed to send an identifying number when a call is placed. The “Calling Party Number field is located in Devices and Feature Codes - Stations - Individual Station programming. This information is required for emergency 911 calls in some states. You can program any number up to 48 digits in the Calling Party Number field.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 The following diagram illustrates a remote site with an MGCP gateway. FIGURE 10. Example of a Remote Site without an MGCP Gateway Application IPRC 911 Operator Caller dials 911 In Phoenix, AZ PSTN IP NETWORK IP Endpoint Caller ID Display: 480-961-9000 Axxess System Located in Phoenix, AZ 480-961-9000 Remote Site Located in Orange, CA 714-283-1600 FIGURE 11.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 INTER-TEL PHONE FEATURES The following sections describe how to use Inter-Tel Phone features. VOLUME CONTROLS On Inter-Tel phones, volume is controlled in the following ways: • On Model 8500, 8520, and 8560 Phones, illustrations of speakers ( and ) represent higher and lower volume levels. Press the end of the button to lower the volume and the end of the button to raise the volume.
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AXXESS® • System Features ADMINISTRATOR’S GUIDE – January 2004 To change alerting tone (ring tone) volume on an analog phone: Adjust the volume while the phone is ringing or idle. OR, while on hook, press the pound button ( # ) to hear the currently programmed volume. Then adjust the volume. NOTE: The selected alert tone volume level is automatically saved. 2. • To change handset progress tone volume: Press the desired arrow while listening to intercom dial tone through the handset.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 EXTENSION NUMBER, USERNAME, TIME AND DATE DISPLAY When a display phone 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, username, and extension number for five seconds.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 USER-PROGRAMMABLE FEATURE BUTTONS NOTE: This feature does not apply to single-line sets. Individual Inter-Tel phone buttons 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 phone feature codes are shown on page 84.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 3. Enter the feature code or extension number to be stored under that button. (If programming the FWD button, only Call Forwarding feature codes 355-358 will be accepted.) You hear a single progress tone when the programming is completed. Display phones show the newly programmed feature.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 STANDARD/ALTERNATE KEYMAP SWITCHING In Database Programming, each Inter-Tel phone 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 AUTOMATIC CALL ACCESS This feature allows an Inter-Tel phone user to determine the way incoming calls are answered by entering a feature code to select the type of call access.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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. Inter-Tel phone 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 MULTILINGUAL CAPABILITY NOTE: This feature must be enabled in Premium Features. It requires 0 feature units, but it is installer-programmable to prevent unintentional language changes by users in an all-English system. The system provides a choice between American English, British English, Spanish, and Japanese prompts and displays.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 Secondary Language Selection There is a field provided for each station in the system called “Secondary Language.” This field corresponds to the Change Language feature (301). In version 5.2, this feature toggles between the System Primary Language and the System Secondary language. In versions 5.3 and later, this feature toggles between the System Primary Language and the station’s Secondary Language, or it can specify a language.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 DO-NOT-DISTURB AND REMINDER MESSAGES The system has default Do-Not-Disturb and reminder messages in both languages. The messages that use Japanese characters can be reprogrammed only through an administrator’s station (see page 18) or Database Programming.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 MULTI-LANGUAGE FEATURE ON NETWORK OPERATION In version 5.2 and earlier systems, all nodes had to be set to use the same Primary and Secondary languages. In version 5.3 or later, all nodes do not have to match the languages because the voice mail system installs any existing language prompt, not just the languages designated as Primary or Secondary.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 INTERCOM CALLS CAUTION 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 STATION-TO-STATION CALLING Receiving Intercom Calls TO RECEIVE AN INTERCOM CALL ON AN INTER-TEL PHONE: If you hear a double tone and a call announcement (handsfree call), and the Speaker button is lit, respond handsfree or lift the handset. (Display phones show IC TO (username) to identify the source of the call.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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 an InterTel phone, press the pound ( 1. # ) button before dialing the extension number.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 d. If the called station is busy, the display shows (username) IS BUSY. You have the following options (in addition to the menu buttons described previously): 1. Disconnect: Hang up and try later. If dialing handsfree (Inter-Tel phones only), press the Speaker button 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 page 180 for details. 3.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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).
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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: Inter-Tel Phones: Press the MSG button. Or press the Special button 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 TO ANSWER MESSAGES AT A NON-DISPLAY PHONE OR SINGLE-LINE SET: 1. Inter-Tel Phones: If you see a flashing phone MSG button, press the MSG button. Depending on how the message was left, an intercom call is placed to either the station that left the message or your message center.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Alternate Message Source The Alternate Message Source feature was developed to enable a voice processing system 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 processing system for a station user that has an assigned mailbox, the called station receives the message waiting indications.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 OFF-HOOK VOICE ANNOUNCE (OHVA) The Off-Hook Voice Announce (OHVA) feature allows an intercom caller (either single-line set or Inter-Tel phone) to establish voice contact with the called Inter-Tel phone user, even though the user already has a call in progress on the handset. The called phone user can then talk freely on both connections, using the handset for the original call and the speakerphone for the OHVA intercom call.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 TO PLACE AN OFF-HOOK VOICE ANNOUNCE CALL: 1. 2. When placing an intercom call to a busy OHVA-enabled Inter-Tel phone, 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 180.) OFF-HOOK VOICE ANNOUNCE PHONE WITH PCDPM Ext. 1103 1 Caller places a call to ext.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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 209). 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 3. You hear one of the following signals: • Outside dial tone: Manually dial, speed dial, or redial the desired telephone number or use the outside directory. (Display phones 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 TO PLACE A CALL USING AUTOMATIC ROUTE SELECTION: 1. Inter-Tel Phones: While on or off hook, enter the Automatic Route Selection feature code (92000), or press the ARS button. You hear dial tone. Single-Line Sets: Lift the handset and enter the Automatic Route Selection feature code (92000). You hear a single progress tone followed by dial tone.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 RECEIVING OUTSIDE CALLS TO RECEIVE AN OUTSIDE CALL: Inter-Tel Phones: You will hear one of the following signals when receiving an outside call. • Repeating long tones and a Call button or individual trunk button is flashing at the fast rate: A call is ringing in. Lift the handset and/or press the flashing individual trunk button, flashing Call button, or ANSWER button.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 ON-HOOK MONITORING An Inter-Tel phone 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 Speaker button and hang up.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 TO CANCEL A QUEUE BEFORE THE CALLBACK: Inter-Tel Phones: While on hook, press the CANCEL QUEUE button or QUEUE button. Or, enter the Queue Callback feature code (6). The display shows QUEUE REQUEST CANCELED. Single-Line Sets: Lift the handset and enter the cancel Queue Callback feature code (6). Hang up.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 • 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 SYSTEM HOLD NOTE: This feature does not apply to single-line sets. TO PLACE AN OUTSIDE CALL ON SYSTEM HOLD (INTER-TEL PHONES ONLY): 1. While on a call, press the Special button and enter the System Hold feature code (335). You hear intercom dial tone, and the associated Call button or individual trunk button flutters. 2. Hang up or place another call.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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 button is lit when the microphone is muted; the light will go off when you press the MUTE button to re-enable the microphone.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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).
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 CALL TRANSFER FEATURE CODES There are two feature codes for transferring intercom and outside calls to other stations, Voice Processor 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, a Voice Processor application, a hunt group, or an outside telephone number.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 TRANSFER TO RING TO TRANSFER A CALL OR CONFERENCE: 1. Inter-Tel Phones: While on a call, press the TRANSFER button, or press the Special button and enter the Transfer to Ring feature code (345). You hear intercom dial tone. The display shows TRANSFER CALL TO EXTENSION. Single-Line Sets: While on a call, hookflash. You hear tones followed by intercom dial tone. 2.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 CALL SCREENING Calls transferred from the 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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).
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 PLACING A CONFERENCE CALL TO PLACE A CONFERENCE CALL: 1. While on a call: Inter-Tel Phones: Press the CNF button, or press the Special button and enter the Conference feature code (5). The party is on conference wait hold (hears music) and the CNF button flutters. The display shows CALL NEXT PARTY TO CNF. Single-Line Sets: Hookflash and enter the Conference feature code (5). The party is on conference wait hold (hears music). 2.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 NOTE: If the number of parties in your conference exceeds the capacities of the system resources, you will hear reorder tone and see a display that tells you MAX NUMBER OF PARTIES EXCEEDED.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Exiting and Re-Entering the Conference TO EXIT THE CONFERENCE AND LEAVE THE OTHER PARTIES CONNECTED (ANY INSIDE PARTY): Inter-Tel Phones: During the conference, press the Call button flutters. CNF button and hang up. The CNF button and a 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 RECORD-A-CALL NOTE: The Record-A-Call premium feature is required to use Record-A-Call. If your system is programmed with a 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 The Record-A-Call feature code can be assigned to a user-programmable feature button. If the feature button has a lamp, it flashes while the Record-A-Call conference is being set up and is lit while the feature is active. 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 AGENT HELP NOTE: The Agent Help premium feature is required to use Agent Help. 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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: • Display Phones: If the Agent Help Extension is a display phone, the display shows that the incoming private call is an Agent Help request and identifies the username of the requesting station.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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 phone, see a RESERVED FEATURE display. • The Agent Help Extension cannot be in Do-Not-Disturb mode or have call forwarding enabled.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 SYSTEM FORWARDING NOTE: The System Forwarding premium feature is required to use system forwarding. 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 • 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 MANUAL CALL FORWARDING AND SYSTEM FORWARDING If the principal station or a forwarding point has manual call forward enabled (using the FWD button or one of the Call Forwarding feature codes), the Call Forward feature overrides System Forwarding.
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AXXESS® 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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 Intercom ALL FWD POINTS ARE BUSY OR DO NOT ANSWER Rings at the last forwarding point until it is answered or the caller hangs up. Call never leaves the principal station.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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 page 253.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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).
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 HOW TO FORWARD CALLS TO AN EXTENSION OR OUTSIDE NUMBER Station users can also forward calls using the Remote Programming feature described on page 252. TO FORWARD CALLS: 1. Executive Display, Professional Display, and Model 8560 Phones: Press the FWD button. The display shows SELECT TYPE OF FORWARD. Press the menu button for the desired forwarding option (ALL, NO ANSWER, BUSY, or NO ANSWER/BUSY). The display shows ENTER FORWARD DEST.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 If forwarding to an outside telephone number, do one of the following: • Dial a trunk access code (8 or 92001-92208). The display shows ENTER PHONE #. Dial the desired telephone number. • (Inter-Tel phone users only) Press a trunk access button ( OUTGOING , ARS, trunk group button, or trunk button). The display shows ENTER PHONE #. Dial the desired telephone number.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 SPEED DIALING Three system features provide speed-dialing. They are as follows: • System Speed Dialing: Up to 1000, 48-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 phone users can program a 16-character name for each station speed-dial number.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 Viewing System Speed-Dial Numbers TO VIEW SYSTEM SPEED-DIAL NUMBERS AND NAMES: NOTE: If you make a mistake, use the MUTE button to backspace. 1. While on hook, press SYS SPDL 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 button. The display shows the programmed name and number. 3.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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). Inter-Tel phones use speed-dial buttons, if programmed in the Inter-Tel phone’s keymap, or location codes 0-9.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 Display phone 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, dialpad buttons are used to enter the desired letters, numbers, and punctuation in English/Spanish and/or Japanese (Katakana). (Only digital display phones can display Japanese characters. Analog phones and Executone IDS phones do not support Japanese displays.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 3. 4. 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 button once for an asterisk (*), twice for a pound (#), three times for a hookflash, or four times for a pause.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 TO PROGRAM STATION SPEED-DIAL NUMBERS AT A NON-DISPLAY PHONE: NOTE: If you make a mistake, press remains unchanged. Or, use the MUTE or CANCEL; then start over. The number in memory button to backspace. 1. While on hook, enter the Program Station Speed Dial feature code (383). 2. Press the speed-dial button to be programmed or dial the desired speed-dial location code (0-9).
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Viewing Station Speed-Dial Numbers TO VIEW THE CONTENTS OF A SPEED-DIAL BUTTON (ON A DISPLAY PHONE): 1. While on hook, enter the Review Keys feature code (396). The display shows PRESS THE KEY TO REVIEW. Press the desired speed-dial button. The display shows the currently stored number and name. 2. After viewing the number, press the Speaker button, display to return to date and time.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 Dialing Station Speed-Dial Numbers TO DIAL A STATION SPEED-DIAL NUMBER AT A SINGLE-LINE SET: 1. Lift the handset. (Inter-Tel phones 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 INTERCOM, SPEED-DIAL, AND FEATURE CODE DIRECTORY NOTE: The feature does not apply to single-line sets. The Directory feature enables display phone users to “look up” intercom extension numbers and usernames, system speed-dial numbers and names, or system feature codes.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 Only administrator stations will be able to view administrator feature codes using the directory. If the Diagnostics Mode feature is enabled, you will also be able to see the diagnostic feature codes.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Page 240 4. If desired, press the high end of the Volume button or the NEXT button to scroll forward alphabetically through the directory or press the low end of the Volume button or the PREVIOUS button to scroll backward. 5. Do one of the following: • To store the selected number in a station speed-dial location: Press the desired speed-dial button. You hear confirmation tone when the number is accepted.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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 Speaker button, if using an Inter-Tel phone) on a designated house phone. In a network, the house phone can be programmed to dial an off-node device.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 REDIALING The Redial feature can store one telephone number in redial memory at the station. 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 button or enters the Redial feature code. A trunk access code is automatically entered, and the telephone number is redialed.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 REDIRECT CALL The Redirect Call feature code is located under System/Devices and Feature Codes/Feature Codes. The Redirect Call Feature (feature code 331) allows Inter-Tel phone users to route ringing outside, intercom, and camped on calls to another station, hunt group, or outside number. Routing of the redirected call is still subject to trunk and toll restrictions.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 PAGING The Paging feature allows announcements to be made through phone internal speakers. Optional external paging equipment (amplifiers and paging speakers) may also be installed. There can be up to 10 paging zones (50 when using a CP Server). When the system is in the default state, all Inter-Tel phones are assigned to paging zone 1 to provide an all-page zone.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 REMOVE FROM PAGING An Inter-Tel phone user can prevent the phone from receiving pages or allow it to receive pages again using these feature codes. If the phone 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: 1. While on or off hook, enter the Page Receive On/Off feature code (325) to prevent the phone from receiving pages.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Do-Not-Disturb messages can be programmed in the database or using an administrator station.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 The second line of the message can be customized with a numeric/alphanumeric message of up to 16 characters (English/Spanish 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 button or USE ALPHA MODE/USE NUMERIC MODE menu button to switch back and forth between alphanumeric and numeric mode.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 TO ENABLE DO-NOT-DISTURB MODE: 1. Inter-Tel Phones: While on hook, press the DND button, or enter the Do-Not-Disturb feature code (370) or Do-Not-Disturb On/Off feature code (372). Display phones show SELECT DND MESSAGE # (01-20). 2. Single-Line Sets: 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. 3.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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 want to be disturbed: Inter-Tel Phones: Press the DND button or press the Special button and then enter a Do-Not-Disturb feature code (370 or 372). The button lights. The display shows DONOT-DISTURB ON.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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 162 for information about DISA.) In a network, Remote Programming can be performed on one node for any Inter-Tel phone that is programmed as an off-node device on that node.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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 Speaker button. 2. Enter the Remote Programming feature code (359). You hear a confirmation tone. If you have a display, it shows ENTER EXTENSION.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 REMOTE FORWARD PROGRAMMING TO FORWARD A STATION USING THE REMOTE PROGRAMMING FEATURE: NOTE: After each entry, non-display phone users will hear a confirmation tone. Outside callers using a DISA line will hear confirmation tone followed by DISA dial tone. Display phone 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.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 DEFAULT STATION A station user can enter one feature code that will return the following features to their default states.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 HOOKFLASH A timed hookflash may be required for Inter-Tel phone 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 button.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 REMINDER MESSAGES NOTE: This feature does not apply to single-line sets. Reminder messages are set, like an alarm clock, to signal an Inter-Tel phone 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 TO REQUEST REMINDER MESSAGES: NOTE: Lift and replace the handset to stop the process without selecting a message. 1. While on hook, enter the Reminder Message feature code (305). Display phones show SELECT REMINDER MSG # (01-20). 2. To select a specific message: Enter the two-digit message code (01-20). (Display phones show the selected message and SCROLL OR ACCEPT.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 RECORD KEEPING AND MAINTENANCE FEATURES CALL COST ACCOUNTING NOTE: The 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 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).
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 • 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. • Record All Off-Node Devices: Records all calls placed to and received from off-node devices. The programmer can determine whether absorbed digits, equal access digits, and/or toll field digits appear in the SMDR printout.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 FIGURE 12. SMDR Report Format TYP EXT# TRUNK DIALED DIGITS XXX XXXXXXXXXXX <28 characters> TYP START ELAPSED COST ACCOUNT CODE HH:MM HH:MM:SS $XX.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 FIGURE 12. SMDR Report Format (Continued) START This shows the time that the call became valid (see page 261 for an explanation). For an unanswered ring-in, it shows the time the call began ringing. It is shown in 24-hour 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.
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AXXESS® System Features ADMINISTRATOR’S GUIDE – January 2004 SYSTEM ERROR/MESSAGE PRINTING The system has a self-diagnostic feature that monitors the system. When a system fault or other noteworthy condition is detected, the software determines the impact of the condition and classifies it as an alarm (major or minor) or other message type. If the Message Print option is enabled, the messages are sent to the designated output port.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 • Message Print will not route messages during a startup or reset. The system will wait one minute before starting to send messages. Startup messages will only be printed locally. • Messages may not be printed in time sequence order on remote nodes. The order of an incoming message print depends on how the message print was routed to the destination node.
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AXXESS® • System Features ADMINISTRATOR’S GUIDE – January 2004 Realm: This field does not appear for Alarm messages. This two-character field indicates the realm responsible for the message. The field will contain one of the following abbreviations: — DB indicates that the message applies to the system database. These problems can often be fixed with appropriate database programming. — HW indicates the messages concerns the system hardware.
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System Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Page 268 Customized System Programming Reports
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 Voice Processing Features CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271 Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272 Automated Attendant Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 CONTENTS PAGE Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294 Access to a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294 Initializing a Subscriber Mailbox or Extension ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . 295 Listening to Messages . . . . . . . . . . . . . . . . . .
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 INTRODUCTION The Voice Processor can be used for any of the following applications. Each application is described in detail in this chapter. • 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.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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. A Voice Processor is required for the Automated Attendant feature on the System. Calls to the automated attendant application are processed as follows.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 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: • 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.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 EXTENSION ID 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.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 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 administrator’s mailbox as described on page 48. Each announcement is assigned to use a “custom greeting” number in Database Programming. Recordings for fax documents should include all dialing instructions.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 FIGURE 13. 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.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 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.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 9. 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.) 10.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 DIRECTORIES There are two types of Voice Processor directories that can be enabled (or disabled) in the system: Mailbox and Extension. • The Voice Mailbox Directory is a list of mailbox subscribers, their recorded names, and mailbox numbers. • The Automated Attendant Directory, provided to all Auto Attendant callers, is a list of all mailbox subscribers and extension ID owners and their recorded names.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 LOCATING A NAME Entering a Name There are two methods used for entering a name: Quick Spell and Exact Spell. Outside callers and station users with non-display phones and single-line sets use Quick Spell. Display phone stations use the Exact Spell method. • Quick Spell callers press a single digit (or button) from their digital telephone dialpad for each letter or character entered.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 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.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 RECORD-A-CALL NOTE: The Record-A-Call premium feature is required to use Record-A-Call. If the Voice Processor 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.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 SCHEDULED TIME-BASED APPLICATION ROUTING (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 Voice Processor applications.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 SMDR INFORMATION STORAGE AND RETRIEVAL The Voice Processor PC can be used to capture Station Message Detail Recording (SMDR) information. The SMDR information is stored in a file on the Voice Processor PC’s hard disk for later retrieval. Every time a call is completed, the SMDR feature records the call, formats it according to SMDR programming (see page 261), and sends the record to the SMDR output device, if enabled.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 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 the Voice Processor. Callers using dial-pulse phones will be routed to the voice mail application’s Dial-0 Destination for assistance.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Station users and outside 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 responding to message waiting indications By being forwarded to the voice mail when a called station is unavailable (via the Call Forwarding or System Forwarding featu
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 MAILBOXES A mailbox is a storage location on the Voice Processor PC hard disk that stores all messages that have been directed to it. (The hard disk also stores prompts, greetings, and special programming.) Each “Subscriber” (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.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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 non-subscriber message, the operator destination is called.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 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).
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 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.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 USING VOICE MAIL Voice mail subscriber features include the following: • • Listen to new messages, if any • • • Listen to saved messages, if any Send a message Set personal options Set up remote messaging, if enabled When a subscriber enters 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 th
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 INITIALIZING A SUBSCRIBER MAILBOX OR EXTENSION ID The first time a subscriber uses voice mail, he or she must customize the mailbox. System prompts will instruct the subscriber 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.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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 administrator and system-sent messages. The order in which the messages are played depends on your message retrieval setting (see page 301), except that messages marked “priority” are played first.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 Whenever you access voice mail as a subscriber, 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 envelope or recording.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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: 1. Dial the voice mail application access number. You hear the main menu.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 SENDING A MESSAGE As a subscriber, you can record and send voice messages to other users from the subscriber 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 Subscriber Menu, press 5. Dial the desired mailbox number or group list number.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 9. 10. 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 subscribers.) • Press 2 to mark the message “certified.” (When a certified message is heard by the recipient, you will receive a receipt notice.) • Press 3 to mark the message “priority.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 PERSONAL OPTIONS Personal Options allow you to customize your mailbox. Each subscriber’s 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.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 TO PROGRAM PERSONAL OPTIONS: 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. 5. To change your personal greeting, press to identify yourself as a subscriber. 1 .
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AXXESS® 9. To set up Remote Messaging, press Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 5 . NOTE: In the following procedure, some Inter-Tel phones have menu buttons next to their displays which you can use instead of pressing the digits on the dialpad. 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.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 10. 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 11. 12. # . . Or, to erase the number and re-enter it press 3 . To change your Message Retrieval method, press 9 for More Options and then press 2 or press the MSG SEARCH ORDER menu button.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 OUTSIDE CALLER USE OF VOICE MAIL Callers who do not have a subscriber mailbox can leave messages for subscribers. Also, Subscribers can use this method for leaving messages without accessing their mailboxes. If a nonsubscriber message is left using a station with an associated mailbox, the receiving mailbox Subscriber can reply to the message, if desired, and the reply will be sent to the caller’s associated mailbox.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 5. 6. 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 subscribers.) • 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.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 LEVEL 1 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.
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 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. • 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.
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AXXESS® Voice Processing Features ADMINISTRATOR’S GUIDE – January 2004 LEVELS 2 AND 3 To use Level 2 or 3 Unified Messaging, you must have the following: • • An existing e-mail system based on Microsoft Outlook/Exchange (MAPI). The mailboxes’ E-mail Gateway fields are programmed for “Unified Messaging.” For complete instructions on using Unified Messaging, refer to the Unified Messaging User Guide (part number 560.8006).
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Voice Processing Features AXXESS® ADMINISTRATOR’S GUIDE – January 2004 AUTOMATIC FAX DETECTION NOTE: This feature is available in the NT Voice Processor 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.
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AXXESS® Index Symbols “All Transient Displays” Station Flag 166 “DKTS Alternate Transient Display Timer” Station Flag And Timer 166 “Hot” Dialpad Buttons vs.
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Index AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Automated Attendant 4, 271, 272 applications 273 custom recordings 48, 274 directory 273 recall destination 271, 274 Voice Processor 272 Automatic Call Access 170 Automatic Daylight Saving Time 10 Automatic Fax Detection 310 Automatic Intercom Answer 170 Automatic Outside Call Answer 170 Automatic Route Selection (ARS) 152, 155, 191, 323 Auxiliary 267 Axxess Basic Volume Control 164 Axxess IP and SIP Operating Modes 105 B Background Music 108, 171 Backligh
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AXXESS® D Data Device 90 Data Port Module 12-line and 24-line analog phones 90 specifications 90 Database Programming 12 Database Programming Additions 145 Database Programming at Administrator Station 12 Database-Programmed Account Codes 195 Date 266 Date and Time Display 10, 11, 164 Day and Night Modes 162 Default Phone Feature Keys 84 Default Station 256 Deleted Message Recovery 298 Desktop OAI 94 Diagnostic - Dump Node Information 125 Diagnostics network 44 system 44 Dial Initiation Timer 115 Index AD
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Index AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Exempt from ARS 155 Forced Account Codes 195 entered 190 Exiting a Conference 211 validated 195 Exiting and Re-Entering the Conference 212 Expanded CO Call Information 149 Forward Extension ID 273, 275, 289 to an attendant 227 Extension Lists to an outside number 227 to the message center 227 in ACD hunt groups 140 in hunt groups 131 Extension Number, Username, Time and Date Display 166 Extension Numbers 127 to voice mail 227 Forward (FWD) Button
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AXXESS® Hunt Groups 130 as alternate message source 132 as attendants 128 as message center 132 average wait time 136 call circulation 130 call forwarding 132 call processing 131 camp on 131 capacity 130 DISA calls 162 distributed 131 do-not-disturb 247 forwarding points 221 linear 130 pilot number 130 queue position 136 remove/replace 133 ring in 131 station lists 130 supervisor 137 system forwarding point 221 using extension lists 131 Hybrid Balance 24 I IC Key 81, 82 Importing Fax Documents 47 Index 311
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Index AXXESS® ADMINISTRATOR’S GUIDE – January 2004 LCD Contrast Adjustment 79 LCD Touch Screen 100 Leaving Messages 183 Light-Emitting Diode (LED) Indications 86 Light-Emitting Diodes (LEDs) DSS/BLF keys 98 indicators 73 phone 86 red/green 88 Limited Warranty xii Linear Hunt Group 130 Liquid Crystal Display (LCD) 78, 79 Listening to Messages 296 Listening to the Next/Previous Name 283 Locating a Name 282 Longest Idle Search 139 M Mailboxes 289 access 294 associated/non-associated 291 dial-0 destination 290
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AXXESS® do-not-disturb 248 emergency calls 159 handsfree calls 176 house phone 241 message print 265 messages 182 music on hold 171 night mode 162 Record-A-Call 214 record-a-call 284 reminder messages 258 remote feature programming 252 reverse transfer 208 ring in 151 setting time 11 speed dialing 230 synchronizing time 12 Network Alarms 37, 39 Network and Local Primary Attendants 128 Network Group diagnostics 42 Network Group Diagnostics 105 Network History freeze/unfreeze history 44 Networking 2 New Messa
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Index AXXESS® ADMINISTRATOR’S GUIDE – January 2004 data device 90 data port module 90 headsets 88 loud ringing adapter 90 MDPM 89 PCDPM 89 PCDPM bit rate 90 ring tone selection 165 secondary extension keys 85 SPCL button 115 speakerphone 75 user-programmable buttons 167 volume controls 89 Pilot Numbers 130 Placing 9 calls on hold 198 conference call 210 entire conference on hold 213 intercom calls 178 nodes in day or night mode 9 outside calls 189 system in night mode 9 Playback Device 109 announcement stat
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AXXESS® Remote Forward Programming 255 Remote Messaging 289, 291, 301 Remote Notification Cascade 291 Remove From Paging 247 Remove/Replace Hunt Group 133 Remove/Replace Paging 247 Reports 267 Requesting Additional Information 283 Resetting the Call Processing Card Modem 42 Responding to Messages 184 Restart ACD Idle Time Upon Login Flag 143 Retry Call Attempts 292 Return Call Feature 296 Reverse Transfer 208 DSS/BLF 36 transient call indication 166, 208 Ring In 151 day/night 162 DISA 162 hunt groups 131 Ri
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Index AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Stations 172 programming at administrator station 14 toll restriction COS 155 Station-To-Station Calling 177 Subscriber 289, 294 Supervisors 136 Suppress Absorbed Digits 262 Suppress Equal Access Digits 262 Suppress Outside Party Number 262 Suppress Toll Digits 262 Suppress Trunk Number 262 Suppressed Digits 262 Surge/Spike Protector 108 Swap Extension 21 Synchronize Network Time 12 Synchronizing Network Time 12 System Administrator 45, 289 System Administr
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AXXESS® U UCD Hunt Groups 134, 136 announcement stations 134 overflow stations 134 priority level 136 priority list 136 supervisors 136 supervisors and station Monitoring 137 Unannounced Calls 207 Unanswered System Forward Calls 224 Undefined Keys 83 Undelete Message 298 Undeliverable Messages 296 Unheard Message Cancel 300 Unified Messaging 306 level 1 307 level 2 306 level 3 306 Unified Messaging Required for Fax E-Mail 310 Unlisted Number extension ID 275 mailbox 283 Unsupervised CO Timer attendant reca
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Index AXXESS® ADMINISTRATOR’S GUIDE – January 2004 Page 322
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AXXESS® Default Feature Codes ADMINISTRATOR’S GUIDE – January 2004 Default Feature Codes Trunk Access Codes FEATURE NAME CODE Do-Not-Disturb Override 373 Automatic Route Selection (ARS) 92000* Enhanced Speakerphone Enable 310 Trunk Group Access 1-208 9200192208* Feature Key Default 395 Group Listen 312 Handsfree On/Off 319 Headset Enable Headset Disable Headset On/Off 315 316 317 FEATURE NAME Emergency Calls Outgoing Call CODE 911 8 *These feature codes may differ depending on the s
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Default Feature Codes AXXESS® ADMINISTRATOR’S GUIDE – January 2004 FEATURE NAME CODE Station Speed Dial Station Speed Dial Program 382 383 Switch Keymap 399 System Forward Enable System Forward Disable System Forward On/Off 352 353 354 System Speed Dial 381 Transfer to Hold 346 Transfer to Ring 345 Administrator Feature Codes FEATURE NAME CODE Diagnostics Feature Codes The Diagnostics Mode feature code (9900) must be entered before the following feature codes can be used.
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VOICE MAIL FLOWCHART NOTE: At any menu level, you can press to cancel or return to the previous menu or press Send a Broadcast Message 1 During your message: Mailbox/Group List Maintenance 2 Pause 2 Create Custom Recording 3 Erase and Re-Record 3 Assign Custom Greeting 4 After your message: EITHER, Hang up • Enter your password and then # . OR, For options • Press 9 to access administrator features. Enter Mailbox Number to accept.
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Part No. 550.8001 Issue 8.