AA9604 Auto Attendant

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1 AA9604 Auto Attendant Operation Manual 10AA96V4M.2.13.EN1

2 DSG, DSG logo, AA9604, VL880, VL880L, IM1200, IM2400, IL1000 and IL5000 are trademarks of DSG Technology. Windows and Outlook Express are trademarks of Microsoft Inc. Other names used here are trademarks of their respective owners. Copyright DSG Technology Inc. All rights reserved DSG Technology, Inc. 7F, 222 Cheng-Teh Road, Sec. 4, Taipei, Taiwan 111 Tel: Fax:

3 Contents 3 Table of Contents Chapter 1 General... 5 Chapter 2 Installation Installation Procedures Precaution Front Panel Rear Panel Chapter 3 Programming Procedures Entering Programming Mode Announcement Recording General Settings Transfer Settings Working Schedules Department Setup Extension Group Setup Call Pickup Voice Mailbox Setup Appendix A: System Parameter Table Appendix B: 3-Digit Function Code List Appendix C: Advanced Functions Appendix D: Quick Installation Guide Index... 59

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5 Chapter 1 General 5 Chapter 1 General This chapter will guide you through the function of Auto Attendant.

6 6 Chapter 1 General Congratulations on your purchase of AA9604, the new generation automated attendant based on the advanced DSP (Digital Signal Processing) technology. You have acquired a very powerful tool that provides automatic answering of incoming calls, choices of commercial information to the caller, and connection to extensions based on the caller s choices. AA9604 transfers calls even when no receptionist is on duty. It will not only help you to avoid human mistakes, but also takes of all incoming calls 24 hours a day, 7 days a weeks. AA9604 provides different greetings for different times of the day, such as Day, Night, Noon Break and Holidays greetings. You could also customize your own greetings for employees or customers. The user-friendly setting will also transfer calls right to the person to be reached quickly without the need of the operator. When busy or ring no answer, the system can also provide helpful assistance to the callers. AA9604 is your best operators to greet customers. This manual contains detailed information about hardware installation, system setup and message recording. It will guide you through all the functions step by step. Attached is a list of quick reference for all functions of the system. We plan this on the point of your view to make the setup more efficient.

7 Chapter 2 Installation 7 Chapter 2 Installation This chapter will guide you through the installation of the system.

8 8 Chapter 2 Installation 2-1 Installation Procedures This chapter tells you how to install AA9604 Auto Attendant. To make the install process easier and more efficient, we recommend reading the entire chapter from start to end, following all the steps. 1. Plug the factory-supplied 110V~220V/12V power adapter into power jack on the rear panel of the system, and the 2-prong of the adapter into a power outlet. (As shown in Figure 2-1) The power indicator on the front panel will be lit. 2. Plug one ends of the two factory-supplied telephone lines to the RJ-11 jack labeled LINE1, LINE2, LINE3 and LINE4 on the rear panel, and the other ends of the telephone lines to the appointed extensions of the PBX. (As shown in Figure 2-1) 3. (Optional) The system provides an external DC 12V battery connector. As shown in Figure 2-1, connect one end of battery DC 12 volts wires to the DC12V socket, and the other end to a battery. Please beware of the current polarity (positive inside, negative outside) when connecting the battery. When power failure occurs, the battery should supply the power automatically, to maintain the operation of the system. 4. Make sure the SECURITY/NORMAL switch on the front panel is in upper position (NORMAL mode) before program the system. You will not be able to enter the programming mode if the switch is in SECURITY mode. Figure 1: The System Installation Layout 2-2 Precaution AA9604 is capable of linking to all kinds of PBX. Please read the following before you start.

9 Chapter 2 Installation 9 The PBX should be able to transfer the ringing tones from the central office line to appointed extensions. As shown in Figure 2-1, LINE1, LINE2, LINE3 and LINE4 should be the appointed extensions of your PBX. The PBX should support standard 2-wired analog telephone lines, which transmit DTMF signals. The appointed extension connected to the system should be able to handle either hunt group or spread ringing. If all ports are busy, the PBX should transfer the call to the operator or a human attendant. The system should not be exposed to direct sunlight, nor placed in a high tempered area. 2-3 Front Panel Figure 2: Front Panel (1) POWER (red): Power indicator. The indicator is on when the adapter is plugged into the DC 12V power socket on the rear panel of the system. (2) DAY / NIGHT (green): Day/night mode indicator. When the light is on, it indicates the system is currently in day mode (business hours), and the Day Greeting will be played for all incoming calls. When the light is off, it indicates the system is currently in night mode (non-business hours), and the Night Greeting will be played for all incoming calls. (3) NOON (green): Noon mode indicator. When the light is on, it indicates the system is currently in noon mode, and the Noon Greeting will be played for all incoming calls. (4) LINE1, LINE2, LINE3, LINE4 (red): Line engaged indicator. When the light is on, it indicates the line is currently engaged, and the system is answering the incoming call. (5) MODES: DAY/ NIGHT/ NOON mode switch. Each press on this switch will rotate to the next mode, in a DAY-NIGHT-NOON order. (6) MANUAL / AUTO: This switch selects manual or automatic switching for DAY/ NIGHT/ NOON modes. Upper position represents AUTO, and the

10 10 Chapter 2 Installation system switches among the DAY/ NIGHT/ NOON modes automatically according to the time schedule. Lower position represents MANUAL, and the DAY/ NIGHT/ NOON modes can be selected manually with the MODES switch as describe above. (7) SECURITY / NORMAL: System security switch. Upper position represents NORMAL, and the system allows one to enter the programming mode with a password. Lower position represents SECURITY, and the system does not allowed any one to enter the programming mode even if the person has the password. This is often used to prevent the caller from entering programming mode. (8) ON/DISABLE: The upper position represents ON, which means the system is running normally. The lower position represents DISABLE, which disables the system, and puts all LINE1, LINE2, LINE3 and LINE4 in off-hook status. 2-4 Rear Panel Figure 3: Rear Panel (1) BATTERY DC 12V (optional accessory): Battery Connector for connection to an external DC12V battery. When a power failure occurs, the battery should supply the power automatically, to maintain the operation of the system. (2) POWER DC 12V: Power Socket for connection with external power source. Plug the factory-supplied 110V~220V/12V transformer extension wire in to this socket. If the external power source is in good condition, the power indicator on the front panel should turn red. (3) SERIAL PORT JACK: The serial port is used for the setting up the system when more than one unit of AA9604 are connected to the PBX. (4) LINE1, LINE2, LINE3, LINE4: Phone line jack for connection to a PBX. The telephone lines should be standard 2-wired analogue telephone lines, which transmit DTMF signals.

11 Chapter 3 Programming Procedures 11 Chapter 3 Programming Procedures This chapter tells you how to program the system to suit your needs.

12 12 Chapter 3 Programming Procedures 3-1 Entering Programming Mode Programming mode is initiated as soon as the password is entered. The factory default password is [1][2][3][4]. To enter the programming mode, please follow the steps below: 1. Dial either LINE1 or LINE2 or LINE3 or LINE4 of the system. 2. When you here the greeting, Thank you for call., press the [#] button followed by the four-digit password (default [1][2][3][4]), and now you are in the programming mode. 3. When the system responds you with the message Enter Three- digit function code, press the three-digit function code to enter the function that you want to edit. After entering the function setting, you may use the following keys to edit each function: [1]: Modify this function setting. [2]: Save current setting, and return to main menu. [3]: Save current setting, and jump to previous function. [4]: Save current setting, and jump to next function. [#]: Finish setting operation, exit the programming mode, and hang up the phone. [*]: Cancel setting operation, and return to main menu. [Other Keys]: Replay the function message. After finish setting operation, user can press [3] jumping to previous function, or press [4] jumping to next function, or press [2] jumping to main menu and then press another three-digit function code to enter the function that you want to edit. (Note: Only one administrator can enter programing mode at the same time.) 3-2 Announcement Recording This section describes all operations for announcements recording. The total recording time for 24 different announcements (including Day, Noon, Night, Department Directory, Special, the Second Language, Function and Function ) is approximately 1636 minutes (greeting: 100 minutes; voice mail: 1280 minutes; 64 entries of AA menu: 256 minutes), each 4 minutes. (Note: You may use one of the lines to record greeting. When recording, calls will be taken by the other line but will be answered by the default greeting and announcement system in busy status.)

13 Chapter 3 Programming Procedures 13 (000) Day Greeting Function 000 Steps [1]+ [voice]+ [# ] This function stores a greeting message which you want the system to play during the business hours. The operations is described as follows: 1. Press [0][0][0] for day greeting recording. 2. Press [1] after you heard the previous recorded message. Start your recording after the beep tone. 3. Press any button after you finished. To erase the your greeting message and restore the default message, please follow the steps below: 1. Press [0][0][0] for day greeting recording. 2. Press [1] after you heard the recorded message. 3. Press any button about 1 second after you hear the beep tone. The recorded message is now erased. (010) Night Greeting Function 010 Steps [1]+ [voice]+ [# ] This function stores a greeting message which you want the system to play during non-business hours. Please refer to function 000 for operation details. (014) Message Lamp Sequence Channel Valid Range: 1-4 Default: 1,2,3,4 Function 014 Steps [1]+ [?][?][?][?]+ [# ] This function sets channel to trun on or turn off message lamp. When user got a new message, system will trun on message lamp, this function also can restrict only certain channel to trun on message lamp.

14 14 Chapter 3 Programming Procedures (020) Noon Greeting Function 020 Steps [1]+ [voice]+ [# ] This function stores a greeting message which you want the system to play during the noon break. Please refer to function 000 for operation details. (030) Department Directory Announcement Function 030 Steps [1]+ [voice]+ [# ] This function stores a department inquiry announcement which you want the system to play when caller inquires for department extension. Please refer to function 000 for operation details. (031) Busy Cycle Valid Range : 1-9 Default : 3 Function 031 Steps [1]+ [?]+ [# ] This function sets for detecting busy cycle. Set busy cycle as 3, it means after system detects 3 busy cycles, it will do next action. Example: [1] + [3] + [#] This sets the busy cycle to [3]. After the system repeats the busy cycle back to you, Press [2] to confirm and return to main menu. (038) Multi-Level Inquiry Code Valid Range : 1-8 digits Function 038 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets for multi-level inquiry code. After set

15 Chapter 3 Programming Procedures 15 this code, system will guide incoming call to multi-level inquiry and play inquiry greeting 060. Example: [1] + [5] + [#] This sets the multi-level inquiry code to [5]. After the system repeats the multi-level inquiry code back to you, Press [2] to confirm and return to main menu. (040) Special Announcement Function 040 Steps [1]+ [voice]+ [# ] This function stores a special announcement which you want the system to play for special situation, such as public holidays, etc. If the special announcement is recorded, it will replace all other greetings and announcement. Once the special announcement is erased, all other greetings and announcements will be restored. Please refer to function 000 for operation details. (Erase special announcement is press [1] to record. After system plays beep and press any key to end recording, then it will erase special announcement) (044) PBX Model Valid Range : Default : 0 Function 044 Steps [1]+ [?][?][?]+ [# ] This function sets for choosing PBX model. There are many different PBX models and each model signal format may be different Base on different model to set. Example: [1] + [1] + [#] This sets the PBX model to [1] (1 is for Panasonic). After the system repeats the PBX model back to you, Press [2] to confirm and return to main menu.

16 16 Chapter 3 Programming Procedures (050) Second Language Greeting Function 050 Steps [1]+ [voice]+ [# ] This function stores a second language greeting which you want the system to play when caller inquires for a second language assistance. Please refer to function 000 for operation details. (060) Inquiry Greeting Function 060 Steps [1]+ [voice]+ [# ] This function stores a inquiry greeting which you want the system to play when caller inquires for an inquiry assistance. Example: [1] + [sales department please press 1, customer service department please press 2, MIS department please press 3] + [#] After the system repeats the inquiry greeting back to you, Press [2] to confirm and return to main menu. 3-3 General Settings This section describes all operations for the system setting, which includes the passwords, day/night operator extensions, and assistant extension settings. General setting consists of 11 functions which start from 100 to 200. (100) System Password Valid Range : Default : 1234 Function 100 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the programmer s password for system programming by installers. Example: [1] + [1][2][3][4] + [#] This sets the programmer s password to [1][2][3][4]. After

17 Chapter 3 Programming Procedures 17 the system repeats the password back to you, Press [2] to confirm and return to main menu. (110) Administrator Password Valid Range : Function 110 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the administrator s password for the announcement recording (i.e. Functions 000, 010, 020, 030, 040, 050). This administrator s password avoids non-technicians to modify other system parameters. Example: [1] + [5][6][7][8] + [#] This sets the administrator s password to [5][6][7][8]. After the system repeats the password back to you, press [2] to confirm and return to main menu. (120) Ring Number Valid Range : 1-9 Default : 1 Function 120 Steps [1]+ [?]+ [# ] This function sets the number of rings before the system answers the incoming call. Example: [1] + [3] + [#] This sets the number of rings to 3. After the system repeats the number back to you, press [2] to confirm and return to main menu. (130) Operator Code Valid Range : Default : 0 Function 130 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the operator code for transferring incoming calls to the operator during business hour.

18 18 Chapter 3 Programming Procedures Example: [1] + [0] + [#] This sets the operator code to 0. After the system repeats the code back to you, press [2] to confirm and return to main menu. (140) Operator Extension Valid Range : Default : 100 Function 140 Steps [1]+ [?][?][?][?][?][?][?][?] + [# ] This function sets the operator extension number. Example: [1] + [1][1] + [#] This sets the operator extension to 11. After the system repeats the extension back to you, press [2] to confirm and return to main menu. (141) Operator Mailbox Password Valid Range : Default : 5678 Function 140 Steps [1]+ [?][?][?][?][?][?][?][?] + [# ] This function sets the operator mailbox password. If sets null, then it will forbid leaving message to operator. Example 1: [1] + [1][1] + [#] This sets the operator mailbox password to 11. After the system repeats the password back to you, press [2] to confirm and return to main menu. Example 2: [1] + [#] This sets to cancle operator mailbox password and forbid leaving message to operator. (150) Assistant Extension Valid Range : Function 150 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the assistant extension number.

19 Chapter 3 Programming Procedures 19 Incoming calls will be redirected to the assistant if the operator extension is busy or not answered. Example: [1] + [1][2] + [#] This sets the assistant extension to 12. After the system repeats the extension back to you, press [2] to confirm and return to main menu. (160) Night Operator Extension Valid Range : Default : 100 Function 160 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the night operator extension number. Example: [1] + [2][1] + [#] This sets the night operator extension to 21. After the system repeats the extension back to you, press [2] to confirm and return to main menu. (170) Night Assistant Extension Valid Range : Function 170 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the night assistant extension number. Incoming calls will be redirected to the night assistant if the night operator extension is busy or not answered. Example: [1] + [1][2] + [#] This sets the night assistant extension to 12. After the system repeats the extension back to you, press [2] to confirm and return to main menu. (180) Department Directory Code Valid Range : Function 180 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ]

20 20 Chapter 3 Programming Procedures This function sets the department directory code for listening to Department Directory Announcement as recorded in function 030. Example: [1] + [6] + [#] This sets the extension inquiry code to 6. After the system repeats the code back to you, press [2] to confirm and return to main menu. (190) Second Language Code Valid Range : Function 190 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the second language code for listing to Second Language Greeting as recorded in function 050. Example: [1] + [5] + [#] This sets the second language code to 5. After the system repeats the code back to you, press [2] to confirm and return to main menu. (191) Third Language Code Valid Range : Function 191 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the third language code for listing to Third Language Greeting as recorded in function 050. Example: [1] + [5] + [#] This sets the second language code to 5. After the system repeats the code back to you, press [2] to confirm and return to main menu.

21 Chapter 3 Programming Procedures 21 (192) Fourth Language Code Valid Range : Function 192 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the fourth language code for listing to Fourth Language Greeting as recorded in function 050. Example: [1] + [5] + [#] This sets the second language code to 5. After the system repeats the code back to you, press [2] to confirm and return to main menu. (200) Maximum Extension Length Valid Range : 1-8 Default : 8 Function 200 Steps [1]+ [?]+ [# ] This sets the maximum digit of extension, which can be entered when taking incoming calls. Example: [1] + [2] + [#] This sets the maximum digit to 2. When the system reads in the 2-digit extension, it analyzes the extension and transfers the call. The maximum digit of extension is 4. After the system repeats the length back to you, press [2] to confirm and return to main menu.

22 22 Chapter 3 Programming Procedures 3-4 Transfer Settings This section describes all operations for the transfer setting, which includes the hook flash timing, ringback, busy tone signals, and transfer, recall operations, etc. Besides, AA9604 also has Automatic Call Progress Learning capability, which can automatically detect busy tone, ringback signals, and stores the parameters automatically. (210) First Hook Flash Valid Range : Default : 20 Function 210 Steps [1]+ [?][?][?]+ [# ] This function sets for the hook flash timing. It is normally used to put a caller on hold or to retrieve the caller on hold. Each unit in this field represents 30 msec. Example: [1] + [1][0] + [#] If the PBX s hook flash drop between 200 msec and 600 msec, then a value of 10 would give the system an approximate 30msec x 10 = 300msec flash time. After the system repeats the number back to you, press [2] to confirm and return to main menu. (220) Second Hook Flash Valid Range : Default : 20 Function 220 Steps [1]+ [?][?][?]+ [# ] The Second Flash Timing is functionally equivalent to First Flash Timing. It sets another hook flash timing. Most telephone systems use only one hook flash for all commands; but others may require this second hook flash to retrieve a caller on hold after a called extension has not answered, etc. Each unit in this field represents 30msec. Example: [1] + [6][6] + [#] If the PBX s second hook flash is about 2 seconds, then a value of 66 would give the system an approximate

23 Chapter 3 Programming Procedures 23 30msec x 66 = 1980 msec flash time. After the system repeats the number back to you, press [2] to confirm and return to main menu. (230) Pause Time Valid Range : Default : 16 Function 230 Steps 1+ [?][?][?]+ [# ] This function determines how long the system will pause when a pause signal, [1][5] (please refer to System Parameter Table in Appendix A), is read during a call transfer operation. Each unit in this field represents 30msec. Example: [1] + [1][5] + [#] If you want to the pause time to be 450msec, then a value of 15 would give the system an approximate 30msec x 15 = 450msec pause time. After the system repeats the pause time back to you, press [2] to confirm and return to main menu. (240) Number of Ringback Signals Valid Range : 1-99 Default : 5 Function 240 Steps 1+ [?][?]+ [# ] This function sets the number of extension rings used to determine if the calling extension is able to answer the call. Example: [1] + [5] + [#] This sets the number of station ringbacks to 5. That is, if the calling extension is not answered within 5 rings, then the system identify this as the person is not available to answer the call. After the system repeats the number back to you, press [2] to confirm and return to main menu.

24 24 Chapter 3 Programming Procedures (250) Ringback High Valid Range : Default : 16 Function 250 Steps 1+ [?][?][?]+ [# ] Ringback cadence is made up by a sequence of audio signals, as shown in the diagram below. This function stores the ringback duration for on cadence. Each unit in this field represents 30 msec. Example 1: [1] + [1][6] + [#] You can enter the parameter directly if known. As shown in this example, a value of 16 would give the system an approximate 30msec x 16 = 480 msec (about 0.5 second) duration. Example 2: You can also request the system to obtain this parameter for you. Please refer to Automatic Call Progress Learning for more information. Automatic Call Progress Learning Automatic Call Progress Learning is the process of analyzing the audio signal on a phone line, informing the system the status of the line. 1. Set the Night Assistant Extension in function 170, as this extension will be used for monitoring of the ringback tone. 2. Assure that the Ringback Recall Sequence in function 340 is set properly In function 250, press [1] followed by a [#] to enter the Automatic Call Progress Learning mode. The night assistant extension set in step 1 will now ring for 3-4 times. After the night assistant extension has stopped, the system will record the results for functions 250 (Ringback Time On), 260

25 Chapter 3 Programming Procedures 25 (Ringback Time Off), and 270 (Double Ringback Time Off). If the PBX is a single ringback system, then a value of 0 will be record in function 270 (Double Ringback Time Off). 4. Repeat step 3 a few times, and make sure the test results for each test are similar. The Automatic Call Progress Learning has now completed. (260) Ringback Low Valid Range : Default : 129 Function 260 Steps 1+ [?][?][?]+ [# ] This function is functionally equivalent to function 250 except that it is for off cadence (please refer to the diagram in function 250). Each unit in this field represents 30msec. Example 1: [1] + [3][3] + [#] You can enter the parameter directly if known. As shown in this example, a value of 33 would give the system an approximate 30msec x 33 = 990msec (about 1 second) duration. Example 2: You can request the system to obtain this parameter for you. Please refer to Automatic Call Progress Learning in function 250 for more information. (270) Ringback Second Low Valid Range : Default : 9 Function 270 Steps 1+ [?][?][?]+ [# ] This function is used for those switches which have

26 26 Chapter 3 Programming Procedures double ringback signals. If the switch is a single ringback system, then this function must be set as 0. Example 1: [1] + [3][3] + [#] You can enter the parameter directly if known. As shown in this example, a value of 30 would give the system an approximate 30msec x 33 = 990msec (about 1 second) duration. Example 2: You can also request the system to obtain this parameter for you. Please refer to Automatic Call Progress Learning in function 250 for more information. (280) Busy Retrials Valid Range : 1-99 Default : 1 Function 280 Steps 1+ [?][?]+ [# ] This function specifies how many times should the system attempt to transfer the call to a busy extension before prompting the caller that the requested extension is busy. Example 1: [1] + [2] + [#] This sets the number of retry to 2. After the system repeats the number back to you, press [2] to confirm and return to main menu. (290) Busy High Valid Range : Default : 16 Function 290 Steps 1+ [?][?][?]+ [# ] The Busy Tone cadence is similar to Ringback cadence,

27 Chapter 3 Programming Procedures 27 which is made up by a sequence of electrical signals, as shown in the diagram below. This function stores the busy tone duration for on cadence. Each unit in this field represents 30msec. Example 1: [1] + [2][0] + [#] You can enter the parameter directly if known. As shown in this example, a value of 20 would give the system an approximate 30msec x 20 = 600 msec (about 0.6 second) duration. Example 2: You can also request the system to obtain this parameter for you. Please refer to Automatic Call Progress Learning for more information. Automatic Call Progress Learning Automatic Call Progress Learning is the process of analyzing the audio signal on a phone line, informing the system the status of the line. 1. Set the Night Assistant Extension in function 170, as this extension will be used for monitoring of the busy tone. Assure that the assistant extension is off-hook. 2. Assure that the Busy Tone Recall Sequence in function 350 is set properly. 3. In function 290, press [1] followed by a [#] to enter the Automatic Call Progress Learning mode. The system will be monitoring for the busy tone for about 10 seconds, and will record the results for functions 290 (Busy Tone Time On), and 300 (Busy Tone Time Off). 4. Repeat step 3 a few times, and make sure the test results for each test are similar. The Automatic Call Progress Learning has now completed.

28 28 Chapter 3 Programming Procedures (300) Busy Low Valid Range : Default : 18 Function 300 Steps 1+ [?][?][?]+ [# ] This function is functionally equivalent to function 290 except that it is for off cadence (please refer to the diagram in function 290). Each unit in this field represents 30msec. Example 1: [1] + [1][5] + [#] You can enter the parameter directly if known. As shown in this example, a value of 15 would give the system an approximate 30msec x 15 = 450msec (about 0.45 second) duration. Example 2: You can also request the system to obtain this parameter for you. Please refer to Automatic Call Progress Learning in function 290 for more information. (310) Day Transfer Mode Valid Range : 1-4 Default : 1 Function 310 Steps 1+ [?]+ [# ] This function provides four different combinations of transfer modes for operator extension and assistant extension during the business hours. The combinations are as follows: Operator Supervised Blind Supervised Blind Assistant Supervised Supervised Blind Blind In the supervised transfer mode, the system monitors the status of calling extension while putting the caller

29 Chapter 3 Programming Procedures 29 on hold. If the calling extension is either busy or not answered, the system will inform the caller about the condition and forward the call to an alternate extension. In the blind transfer mode, the system transfers the call once the selection is made and returns to on-hook status. Example: [1] + [2] + [#] This selects 2nd set of combination of the Day Time Transfer Mode, i.e. the operator transfer calls in blind mode and the assistant transfer calls in supervised mode. After the system repeats the mode number back to you, press [2] to confirm and return to main menu. (320) Night Transfer Mode Valid Range : 1-4 Default : 1 Function 320 Steps 1+ [?]+ [# ] The Night Transfer Mode is functionally equivalent to the Day Transfer Mode. It provides four different combinations of transfer modes for operator extension and assistant extension during non-business hours. Please refer to function 310 for combination details Operator Supervised Blind Supervised Blind Assistant Supervised Supervised Blind Blind Example: [1] + [4] + [#] This selects 4th set of combination of the Night Time Transfer Mode, which means both the operator and the assistant transfer calls in blind mode. After the system repeats the mode number back to you, press [2] to confirm and exit to main menu.

30 30 Chapter 3 Programming Procedures (330) Transfer Sequence Default : [1][3] Hook Time 1, [1][5] Pause Time, [1][6]Extension Function 330 Steps 1+ [?]...[?]+ [# ] The Transfer Sequence is the actions that the system performs to put the caller through to the requested extension. When executing the transfer sequence, the caller will be placed on hold, while the calling extension will be ringing. Each action is represented by a 2-digit parameter. Depends on the model and manufacturer of the switch system, the parameters of the Transfer Sequence may vary widely. Example: [1] + [1][3][1][5][1][6] + [#] This is a typical example that the system does a hook flash, pauses for a short time, and dials the extension. The parameters for 1st hook flash is [1][3], pause time is [1][5], and the extension parameter is [1][6]. After the system repeats the sequence back to you, press [2] to confirm and exit to main menu. (Please refer to System Parameter Table in Appendix A) (340) Ringback Recall Sequence Default : [1][3] Hook Time 1, [1][5] Pause Time Function 340 Steps 1+ [?]...[?]+ [# ] If the calling extension is not answered, the system will perform the Ringback Recall sequence, and tell the caller that the requested extension is currently not answered. Example: [1] + [1][3] + [#] The Ringback Recall is often done by sending a hook flash signal. The parameters for 1st hook flash is [1][3]. After the system repeats the sequence back to you, press

31 Chapter 3 Programming Procedures 31 [2] to confirm and exit to main menu. (Please refer to System Parameter Table in Appendix A) (350) Busy Recall Sequence Default : [1][3] Hook Time 1, [1][5] Pause Time Function 350 Steps [1]+ [?]...[?]+ [# ] If the calling extension is busy, the system will perform the Busy Tone Recall Sequence, and tell the caller that the requested extension is currently busy. Example: [1] + [1][3] + [#] The Busy Recall is often done by sending a hook flash. The parameters for 1st hook flash is [1][3]. After the system repeats the sequence back to you, press [2] to confirm and exit to main menu. (Please refer to System Parameter Table in Appendix A) (360) Disconnect Sequence Function 360 Steps 1+ [?]...[?]+ [# ] This function sets the operation for hanging up the telephone, and exit from the switch system. Most switches do not require this operation setting. 3-5 Working Schedules This section describes all operations for system scheduling. First, start with the current day and time setting, followed by the business hours and noon break setting for your company s weekly schedule. Hence, different greeting messages can be played for business hour, non-business hour, and noon break, according to the time schedule.

32 32 Chapter 3 Programming Procedures (370) Current Day Valid Range : 1-7 Function 370 Steps [1]+ [?]+ [# ] This function sets the clock to present day. 1 represents Monday, 2 represents Tuesday, and so forth. Sunday is represented by 7. Example: [1] + [3] + [#] This sets the present day to Wednesday. After the system repeats the day back to you, press [2] to confirm and return to main menu. (380) Current Time 24-hour (6 digits) Function 380 Steps [1]+ [?][?][?][?][?][?]+ [# ] This function sets clock the present time. The present time should be in 24 hour format. Example: [1] + [0][8][0][5][2][5] + [#] This sets the present time to 08:05:25 (hhmmss) in the morning. After the system repeats the time back to you, press [2] to confirm and return to main menu. (Please precede the hour, minute, second by a 0 if it has only one digit) (390) Noon Break Setting 24-hour (8 digits) Default : Function 390 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the noon break period. If an incoming call is detected during this period, the system will play the Noon Greeting instead of the Day Greeting. Please refer to function 020 for more information on Noon Greeting.

33 Chapter 3 Programming Procedures 33 Example: [1] + [1][2][3][0][1][3][3][0] + [#] This sets the noon break as from 12:30 to 13:30. After the system repeats the time back to you, press [2] to confirm and return to main menu. (Please precede the hour or minute by a 0 if it has only one digit) (400) First Business Hours Setting 24-hour (8 digits) Default : Function 400 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the first business hours. If an incoming call is detected during this period, the system will play the Day Greeting. Please refer to function 000 for more information on Day Greeting. Example: [1] + [0][8][3][0][1][7][3][0] + [#] This sets the business hour as from 8:30 to 17:30. After the system repeats the time back to you, press [2] to confirm and return to main menu. (Please precede the hour or minute by a 0 if it has only one digit) (410) First Business Day Setting Valid Range 1-7 Default : Function 410 Steps [1]+ [?][?][?][?][?][?][?]+ [# ] This function sets the days that the First Business Hours Setting applies. The system will play appropriate greeting messages according to the business hours setting and the noon break setting, on the days that is set in this function. Example: [1] + [1][2][3][4][5] + [#] This tells the system that everyday from Monday to Friday, the system should play message according to the First Business Hour Setting. After the system repeats the days back to you, press [2] to confirm and return to main menu.

34 34 Chapter 3 Programming Procedures (420) Second Business Hours Setting 24-hour (8 digits) Default : Function 420 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] The Second Business Hours Setting is functionally equivalent to the First Business Hours Setting. Some companies business hours for Saturday may only be half day, therefore they can use this function to set their business hours for Saturday. If an incoming call is detected during this business hours, the system will play the Day Greeting. Please refer to function 000 for more information on Day Greeting. Example: [1] + [0][8][3][0][1][2][0][0] + [#] This sets the business hours as from 8:30 to 12:00. After the system repeats the time back to you, press [2] to confirm and return to main menu. (Please precede the hour or minute by a 0 if it has only one digit) (430) Second Business Day Setting Valid Range1-7 Function 430 Steps [1]+ [?][?][?][?][?][?][?]+ [# ] The Second Business Day Setting is functionally equivalent to the First Business Day Setting. It sets the days that the Second Business Hours Setting applies. Example: [1] + [6] + [#] This tells the system that to play message according to the Second Business Hours Setting on every Saturday. After the system repeats the days back to you, press [2] to confirm and return to main menu.

35 Chapter 3 Programming Procedures 35 (440) Mode Switching Code Valid Range : Function 440 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets a code which allows you to remotely rotate the system schedule among day mode, night mode, and noon mode. Each time the code is entered, the system rotates the schedule to the next mode. Example: [1] + [8][8][8] + [#] This set the Day/Night/Noon Switch ID to 888. After the system repeats the numbers back to you, press [2] to confirm and return to main menu. (450) Optional Parameters Valid Range : 0-9 Function 450 Steps [1]+ [?][?][?][?][?][?][?]+ [# ] The system provides the following optional parameters for use according to system s needs. Parameter 1 Auto transfer to operator 2 Noise filtering function 3 Increase transfer mistake tolerance 4 Reserved 5 For Nakayo PBX 6 Ring-release mode setting 7 For China ZL PBX 8 For Taiwan Tonnet PBX 9 For China WS824 PBX A more detailed description for each parameter as follows: Parameter 1: If this parameter is set, the system will announce or wait a moment for the operator message after detecting the requested extension is

36 36 Chapter 3 Programming Procedures busy or not answered. If the caller has not press any key after the announcement, the system will automatically transfer the caller to the operator extension. Parameter 2: In a noisy telephone line circuit, a misjudge off-hook by noise may happen. This parameter will filter noise to prevent the system from this kind of misjudgment Parameter 3: Some PBXs cadence are not stable. The use of this parameter will allow the system to have a higher mistake tolerance, and hence reduce error occurrence during transfer operation. Parameter 4: This parameter is reserved. Parameter 5: Set this parameter when connecting the system to Nakayo PBX. Parameter 6: The parameter is functioned for a ring-released transfer type. In this transfer condition, the system will release the incoming call after transfer and ringing extension. The ring-release transfer mode should company with function 470, 480, 490 and 500 which record inner line ring cadence. Parameter 7: Set this parameter when connecting the system to China ZL PBX. Parameter 8: Set this parameter when connecting the system to Taiwan Tonnet PBX Parameter 9: Set this parameter when connecting the system to China WS824 PBX Example: [1] + [1][2] + [#] his set the parameter to 1 and 2 and system will execuate it. After the system repeats the parameters back to you, press [2] to confirm and return to main menu. (460) Ringback Second High Valid Range : Default : 0 Function 460 Steps 1+ [?][?][?]+ [# ]

37 Chapter 3 Programming Procedures 37 This function is used for those switches which have double ringback signals. If the switch is a single ringback system, then this function must be set as 0. Example 1: [1] + [3][0] + [#] You can enter the parameter directly if known. As shown in this example, a value of 30 would give the system an approximate 30msec x 30 = 900 msec (about 0.9 second) duration. Example 2: You can also request the system to obtain this parameter for you. Please refer to Automatic Call Progress Learning in function 250 for more information. (470) Extension Ringback 1st High Valid Range : Default : 0 Function 470 Steps 1+ [?][?][?]+ [# ] In the ring-release transfer mode, the system must record extension Ringback cadence which is made up by a sequence of audio signals, as shown in the diagram below. This function stores the extension ringback duration for 1st High cadence. Each unit in this field represents 30 msec. Example 1: [1] + [3][0] + [#] You can enter the parameter directly if known. As shown in this example, a value of 30 would give the

38 38 Chapter 3 Programming Procedures system an approximate 30msec x 30 = 900 msec (about 0.9 second) duration. Example 2: You can also request the system to obtain this parameter for you. Please refer to Automatic Call Progress Learning for more information. (480) Extension Ringback 1st Low Valid Range : Default : 0 Function 480 Steps 1+ [?][?][?]+ [# ] In the ring-release transfer mode, the system must record extension Ringback cadence which is made up by a sequence of audio signals, as shown in the diagram below. This function stores the extension ringback duration for 1st Low cadence. Each unit in this field represents 30 msec. Example 1: [1] + [3][0] + [#] You can enter the parameter directly if known. As shown in this example, a value of 30 would give the system an approximate 30msec x 30 = 900 msec (about 0.9 second) duration. Example 2: You can also request the system to obtain this parameter for you. Please refer to Automatic Call Progress Learning for more information. (490) Extension Ringback 2nd High Valid Range : Default : 0 Function 490 Steps 1+ [?][?][?]+ [# ] In the ring-release transfer mode, the system must record extension Ringback cadence which is made up by a sequence

39 Chapter 3 Programming Procedures 39 of audio signals, as shown in the diagram below. This function stores the extension ringback duration for 2nd High cadence. Each unit in this field represents 30 msec. Example 1: [1] + [3][0] + [#] You can enter the parameter directly if known. As shown in this example, a value of 30 would give the system an approximate 30msec x 30 = 900 msec (about 0.9 second) duration. Example 2: You can also request the system to obtain this parameter for you. Please refer to Automatic Call Progress Learning for more information. (500) Extension Ringback 2nd Low Valid Range : Default : 0 Function 500 Steps 1+ [?][?][?]+ [# ] In the ring-release transfer mode, the system must record extension Ringback cadence which is made up by a sequence of audio signals, as shown in the diagram below. This function stores the extension ringback duration for 2nd Low cadence. Each unit in this field represents 30 msec. Example 1: [1] + [3][0] + [#] You can enter the parameter directly if known. As shown in this example, a value of 30 would give the system an approximate 30 msec x 30 = 900 msec (about 0.9 second) duration.

40 40 Chapter 3 Programming Procedures Example 2: You can also request the system to obtain this parameter for you. Please refer to Automatic Call Progress Learning for more information. 3-6 Department Setup The system can be used to filter incoming calls for company that consists of several departments. Incoming calls can be transferred directly to the requested department without interrupting others. AA9604 is capable of handling up to 33 departments. Each department can set its own department code, operator extension and assistant extension. Incoming calls will be redirected to the assistant if the operator extension is busy or not answered. The function codes used for the department setting are from 600 to 698 (99 codes in total). For 33 departments, each department uses 3 codes: 600, 601, 602 for first department, etc. (600) First Department Code Valid Range : Function 600 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the first department code. Example: [1] + [2] + [#] This sets the first department code to 2. After the system repeats the code back to you, press [2] to confirm and return to main menu. (601) First Department Extension Valid Range : Function 601 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the first department s operator extension.

41 Chapter 3 Programming Procedures 41 Example: [1] + [2][3] + [#] This sets the first department s operator extension to 23. After the system repeats the extension back to you, press [2] to confirm and return to main menu. (602) First Department Assistant Extension Valid Range : Function 602 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the first department s assistant extension. Example: [1] + [2][1] + [#] This sets the first department s assistant extension to 21. After the system repeats the extension back to you, press [2] to confirm and return to main menu. 3-7 Extension Group Setup AA9604 is capable of handling up to 33 extension groups. Each extension group can set its own starting extension, ending extension and assistant extension. Incoming calls will be redirected to the assistant if the operator extension is busy or not answered. The function codes used for the department setting are from 700 to 798 (99 codes in total). For 33 extension groups, each group uses 3 codes: 700, 701, 702 for first group, etc. (700) First Starting Extension Valid Range : Default : 100 Function 700 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the first extension group s starting extension. Example: [1] + [1][1] + [#] This sets the first group s starting extension to 11. After the system repeats the extension back to you, press [2] to confirm and return to main menu.

42 42 Chapter 3 Programming Procedures (701) First Ending Extension Valid Range : Default : 299 Function 701 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the first extension group s ending extension. Example: [1] + [2][6] + [#] This sets the first group s ending extension to 26. After the system repeats the extension back to you, press [2] to confirm and return to main menu. (702) First Assistant Extension Valid Range : Function 702 Steps [1]+ [?][?][?][?][?][?][?][?]+ [# ] This function sets the first extension group s assistant extension. Example: [1] + [2][1] + [#] This sets the first group s assistant extension to 21. After the system repeats the extension back to you, press [2] to confirm and return to main menu. 3-8 Call Pickup The system can still remember the extension been transferred after completing the blind transfer. Upon the timeout set at Function 321, the system will pick up the call using the code set at Function 322 and play Ring No Answer announcement. Follow the steps below to enable this function. 1. Set Function to the Operator or Ring-Release allowing Call Pickup to function well. 2. Set Call Pickup Timeout to Function 321 (Valid Range: 1~99 sec). 3. Set Call Pick Sequence (Max value: 9-digit) to Function 322. The call pick up code or sequence shall be the same as the one on the PBX. 4. Set Call Pick Channel to Function 323. (Note: Please disable un-connect line channel to avoid running pickup action but system can not find real channel

43 Chapter 3 Programming Procedures 43 to do it.) 5. The system can remember up to 31 extensions been transferred. When the system is too busy and not allowed to pick up incoming calls, the first-in call will be first-out. (321) Call Pickup Timeout Valid Range : 1-99 Default : 15 Function 321 Steps 1+ [?][?]+ [#] This function sets call pickup timeout for transferring in relesae mode. When system transfer call and release it, system will remember the extension number for transfferring. After call pickup timeout, system will pick up (FC322) by pickup channel (FC323) and play no answer greeting. Example: [1] + [1][3] + [#] This sets the call pickup timeout to 13 seconds. After the system repeats the pickup timeout back to you, press [2] to confirm and return to main menu. (322) Call Pickup Sequence Function 322 Steps 1+ [?]...[?]+ [#] This function sets call pickup sequence for transferring in relesae mode. When system transfer call and release it, system will remember the extension number for transfferring. After call pickup timeout, system will pick up (FC322) by pickup channel (FC323) and play no answer greeting. Example: [1]+ [0][4][1][6]+ [#] This sets the call pickup sequence to 4, extension number (If PBX sets pickup codes 4+ extension number) After the system repeats the pickup sequence back to you, press [2] to confirm and return to main menu.

44 44 Chapter 3 Programming Procedures (323) Call Pickup Channel Valid Range : 1-4 Default : 1234 Function 323 Steps 1+ [?][?][?][?]+ [#] This function sets call pickup channel for transferring in relesae mode. When system transfer call and release it, system will remember the extension number for transfferring. After call pickup timeout, system will pick up (FC322) by pickup channel (FC323) and play no answer greeting. Example: [1] + [2][3] + [#] This sets the call pickup channel to 2nd and 3rd channel. After the system repeats the pickup channel back to you, press [2] to confirm and return to main menu. 3-9 Voice Mailbox Setup System offers 5 voice mails for 5 extension number usage. The function codes are FC520, FC522, FC524, FC526 and FC528. Each mailbox has it own password to protect personal private. In additional, mailbox can have message and message lamp notification (This feature needs PBX to support this function) (520) 1 st ~ 5 th Voice Mailbox Number Valid Range : Function Steps [1]+ [?][?][?][?][?][?][?][?]+ [#] This function sets 1st ~5th voice mailbox number Example: [1]+ [2][1][1][1]+ [#] This sets this function code voice mailbox number to After the system repeats the number back to you, press [2] to confirm and return to main menu.

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