Inter-Tel 3000 Basic Technical Training Self-Study Course

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1 Inter-Tel 3000 Basic Technical Training Self-Study Course

2 Inter-Tel, Inc All rights reserved.

3 Table of Contents ABOUT THIS COURSE...1 Taking the Course...1 Taking the Exam...1 OVERVIEW OF INTER-TEL INTER-TEL 3000 HARDWARE...3 The Central Control Unit (CCU)...4 Line, T1/PRI, and Voice Mail Modules...4 CO Line Module...5 Voice Mail Module...5 T1/PRI Module...5 Expansion Modules...6 Port Module...6 Broadband Module...6 Fully Expanded System...6 Inter-Tel 3000 Phones Button Feature Phone Button Feature Phone...7 IP Phone...7 INT1400 Cordless Phone...8 Single-Line Cordless Phone...8 DSS Console...9 Door Phone (Extension 23)...9 INSTALLING THE INTER-TEL 3000 SYSTEM...11 Planning Your Installation...11 Find the Right Location...12 The Wall Mount Bracket...12 Attach the CCU to the Wall Mount Bracket...13 Removing the CCU...13 Open the CCU...14 Install the Modules...14 Add Music-On-Hold Connector and External Music Source...15 Adding Battery Backup...15 Install the Battery Charger...15 Install the Battery...16 Add the Backplane...17 Secure it to the Bracket...17 Add the Ports Modules...18 Install the Modules...18 Add the CO Line Modules...19 i

4 Secure the Modules...20 Cabling...21 CCU and Ports Modules Connectors...22 Installing the Phones...23 Installing an INT1400 Cordless Phone...25 Installing a Door Phone...25 Installation Summary...26 Preparing to Install Your System...26 INTER-TEL 3000 SYSTEM FEATURES...27 Basic System Features...28 Using Extension Groups...28 Hunt Groups...28 Single-Line Sets Picking Up Calls From Groups...30 T1/PRI Telesecretary Service...30 Night Service...30 Line Restriction & Class of Service...31 Outgoing Line Groups...31 Music-On-Hold...32 Hot Line...33 Power Failure Lines...33 PBX Mode...33 Call Logging...34 Voice Mail Features...35 Automated Attendant...35 Courtesy Service...36 Temporary System Greeting...37 Voice Mail...38 Record-A-Call...43 Inter-Tel 3000 Station Features...44 The Inter-Tel 3000 Phones...44 The Display...45 Standard Station Features...46 Group Forwarding...48 Call Pickup...48 Display Messages...49 Caller ID...49 Manager/Assistant...50 Least Cost Routing (LCR)...50 Extension Lock...50 Customizing Your Phone...51 Planning Your System Features...52

5 PROGRAMMING INTER-TEL Local Mode Programming Using MPS...54 Remote Programming...54 System Programming...55 Required System Programming...55 Customer Options...56 Maintenance Tools...57 Service Programming...57 Extension Programming...58 Required Phone Programming...58 Optional Phone Programming...58 Line Programming...59 Required Line Programming...59 Optional Line Programming...60 INTER-TEL 3000 SYSTEM MAINTENANCE...63 Troubleshooting Common Problems...63 Finding the Source of the Problem...68 Checking the LEDs...68 Checking the Port module...68 System Reset...69 Programming & Maintenance Software...70 Running Diagnostics Tests...70 Changing System Software...71 Replacing Parts...72 Hot Swapping...72 Adding Capacity...72 Removing the Power Supply...73 Replacing a Module s MDF...73 Removing the Main PCB...74 Replacing the Main MDF...74 COMPLETING YOUR CERTIFICATION TRAINING...75 Taking the Exam...75 iii

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7 About This Course This course is provided as basic Inter-Tel 3000 training. It will introduce all the information you will need to install, program, use, and maintain the Inter-Tel 3000 system. It is assumed that those taking this course are already familiar with basic telephony. By the time you complete all the modules in this course, you will be able to: Install Inter-Tel 3000 hardware Program the Inter-Tel 3000 system Use the Inter-Tel 3000 features Perform system maintenance Taking the Course Study all the provided material carefully. While you are learning about the Inter- Tel 3000 system, you might find these documents helpful: Owner s Guide has detail on system programming and features Get Started Guide provides an overview of system programming and key features Installation and Maintenance Manual gives all the information you need to install and troubleshoot the hardware All of these documents are provided on your system documentation CD. Taking the Exam The Inter-Tel 3000 Basic exam is available on your training CD or online at: The exam questions were developed to test your full understanding of the Inter- Tel 3000 system. After studying the material, complete the exam. Answer each question, referring to this course to find the best answer. If you receive a passing score of 80% or higher, you will be directed to fax your results to Inter-Tel University so that your certification can be added to Inter-Tel s computerized certification list. If you do not pass the exam, you will be given an opportunity to repeat it and improve your test score. Obtaining Basic Inter-Tel 3000 certification entitles you to call Inter-Tel s Technical Support department when you need assistance. Your certification will be verified at the start of your call. IMPORTANT You must complete this course and pass the exam to receive Basic Inter-Tel 3000 certification. Without Basic Inter-Tel 3000 certification you will not be able to receive Technical Support. If you will also be installing a T1/PRI module, you will need to complete the Inter-Tel 3000 T1 Technical training. If you will be installing a Broadband module, you will need to complete the Inter-Tel 3000 IP Technical training. 1

8 Overview of Inter-Tel 3000 The Inter-Tel 3000 is: An integrated communications system that supports all your voice call needs. An expandable system that accommodates up to 20 CO Lines and operates with Inter-Tel 3000 Digital Telephones or standard touch-tone single-line phones. A modular system that can be upgraded by adding various system modules that allow it to grow as your customer s needs grow. A flexible system that gives you the choice of operating as either a key system, where all users have direct access to all lines for making and receiving calls, as a PBX with all calls being answered by an operator, or as a hybrid combination of both. A system with modular hardware that is easy to install and replace, and remote maintenance software that allows you to service the system from your office. 2

9 Inter-Tel 3000 Hardware This section covers the Hardware of the Inter-Tel 3000 system and its installation. The Inter-Tel 3000 hardware is modular and easy to install. There is a Central Control Unit or CCU that is the base of the system. Optional Ports Modules can be added to expand the capacity of the CCU. The number of lines and the voice mail capacity is controlled by the CO Line Modules and Voice Mail Modules you install. The Inter-Tel 3000 is made up of: Central Control Unit (CCU) Ports Modules CO Line Modules and Voice Mail Modules Phones Optional modules include: T1/PRI Module to support T1 Primary Rate Interface (PRI) services Broadband Module that provides multi-user high-speed IP access as well as VoIP (Voice over IP) connectivity The system capacities include: Up to 40 phones Up to 8 voice mail ports Up to 40 extension mailboxes, 10 phantom mailboxes, and 20 group mailboxes Up to 20 CO lines One T1 interface with up to 24 T1 or 23 Primary Rate ISDN channels 3

10 The Central Control Unit (CCU) Every Inter-Tel 3000 system begins with a CCU. This is the main controller and power source for the rest of the hardware. The CCU contains: System processor Power supply and optional battery backup Connectors for phones and lines Slots for CO Line, T1/PRI, and Voice Mail Modules Remote programming and maintenance interface Without adding any modules, the CCU can support eight phones. (With two CO modules, it will also support four lines.) The battery backup provides full operation of the system for approximately one hour in the event of a power failure. Line, T1/PRI, and Voice Mail Modules Additional lines and voice mail can be added by inserting small CO Line Modules and Voice Mail Modules. You can add modules for: Two lines T1/PRI lines Voice mail The modules are color coded according to function: CO Line Modules are black Voice Mail Modules are blue T1/PRI Modules are yellow The modules are different sizes so they can t be put in the wrong slot. They are also keyed to fit only one direction so they can t be installed incorrectly. 4

11 CO Line Module The CO Line Module cartridge is colored black. You can insert it in the CCU or a Ports Module to add two lines to the system. You can insert them into the CCU or into a port module Each one supports two CO lines Voice Mail Module The Voice Mail Module cartridge is smaller than the CO Line Module and is colored blue. You can get it in three sizes to meet the requirements of the phone system users. 2 ports and 5 hours of storage 4 ports and 10 hours 8 ports and 20 hours T1/PRI Module To add T1/PRI capability, you just insert the T1/PRI Module in the T1/PRI slot in the CCU above the Voice Mail Module. The T1/PRI Module cartridge is also smaller than the CO Line Module and is colored yellow. The line interface is via an RJ-45 modular connector on the CCU. You can use a six-foot cable, which is supplied with the module, to connect the CCU to the T1 span. 5

12 Expansion Modules You can add more phones and lines to the system by adding a Ports Module. Port Module You can install up to four Ports Modules. Each Ports Module can support either two or four lines. The Ports Module has: Connections for 8 phones Two slots for CO Line Modules (you can install 1 or 2, depending on how many you need) Broadband Module The Broadband Module provides multi-user high-speed IP access as well as VoIP (Voice over IP) connectivity. It also provides a LAN (Local Area Network) that allows users to network PCs and share printers and other resources within the office. The Broadband Module has the following features: Wireless Local Area Networking (LAN) Local Area Networking (LAN) Wide Area Networking (WAN) Multi-User IP Access ADSL/Broadband Firewall VoIP Gateway supporting 12 endpoints Management Utility You can install one Broadband Module on an Inter-Tel 3000 System. Fully Expanded System Here s what a fully expanded system looks like: A fully expanded Inter-Tel 3000 system has a CCU and four additional Modules. 6

13 Inter-Tel 3000 Phones The Inter-Tel 3000 system has two digital telephone styles, 8-button 16-button Feature Phones. In addition, you can install single-line devices in locations where you don t need a full-featured digital telephone. You can also use an IP Phone if you have a Broadband module installed. 8-Button Feature Phone This is the basic digital phone. It has: 8 programmable buttons with dual-colored, red/green lights Headset jack with automatic detection Analog data port Can be backlit with the addition of a power supply ( ) 16-Button Feature Phone This phone is for the user who needs more programmable buttons. It has: 16 programmable buttons with dual-colored, red/green lights Headset jack with automatic detection Analog data port Backlit You can also add: 32-button Direct Station Selection (DSS) Console for additional programmable buttons IP Phone With a Broadband Module, you can use IP Phones for Voice over IP (VoIP) connections. The IP Phone is a hands-free feature phone that has: 6 x 16 menu-driven display Message Waiting/Ringing LED 16 programmable buttons 2 Port Switch (for PC connection) Headset port 7

14 INT1400 Cordless Phone The INT1400 Cordless Phone is a digital phone that has many of the same features as the Feature Phones. This phone has: Four lines Full system feature access 900Mhz Frequency 500-foot Range (dependent on environment) Single-Line Cordless Phone The Single-Line Cordless Phone has these features : 5.8 GHz Spread Spectrum Speakerphone in Handset Caller ID Name and Number 10 Distinctive Ring Options (6 ringers and 4 melodies) Message Waiting LED Indicator Mute Feature Flash and Pause Find Handset Hearing Aid Compatible Handset Earpiece, Handset Speaker and Ringer Volume Control 8

15 DSS Console The DSS console has 32 programmable buttons. It is only used on the 16-Button Feature Phone Digital Telephone There can be up to 8 DSS Consoles on the system. One DSS console can be used per 16-Button Feature Phone It uses the 16-Button Feature Phone s power supply Door Phone (Extension 23) With a Door Phone installed in your reception area, anyone visiting your premises can call when they arrive and you can speak to them before you let them in. If you want to use the Doorstrike relay, you must purchase the Doorstrike mechanism yourself and arrange for a qualified electrician to install it You can equip your Inter-Tel 3000 system with an optional Door Phone that has: A button for ringing programmed extensions A microphone/speaker for communication 9

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17 Installing the Inter-Tel 3000 System Planning Your Installation What hardware will you need? You should be able to answer each of these questions before you begin an installation. How many lines does your system have? # of LINES LINE MODULES NEEDED PORT MODULES NEEDED in CCU None in CCU None Will you need a T1/PRI Module in the CCU? Yes or No Will you be installing a Broadband Module? Yes or No How many non-ip phones? # of PHONES PORT MODULES NEEDED 1-8 None What types of phones? # of 8-Button Phones # of 16-Button Phones # of Single-Line Phones # of DSS Units # of IP Phones What size Voice Mail Module will you need? Will you be installing battery backup? Will you be installing a Door Phone? 2-Port, 4-Port, or 8-Port Yes or No Yes or No 11

18 Find the Right Location First, find the right place for your hardware. Make sure it meets all the environmental requirements listed here and in the manual. The right location for the Inter-Tel 3000 system has these characteristics: Dry, flat wall Within 6 feet of a dedicated AC outlet Sufficient space for installation and expansion Away from direct sunlight or heat sources Away from machinery or equipment that could cause interference Don t place your system in a corner. Always leave enough room on all sides for adding and removing modules. The Wall Mount Bracket The only tools you will need to install the Inter-Tel 3000 are a drill and a slotted screwdriver. The system is wall mounted on a special mounting bracket There is also an additional mounting bracket that can be added to support the Expansion Backplane. The Expansion Backplane is required to support the Ports Modules. You will need enough space on both sides of the mounting brackets to allow you to slide the CCU into place and to add an Expansion Backplane. 12

19 Attach the CCU to the Wall Mount Bracket After screwing the bracket securely to the wall, align the end of the bracket with the notches on the right side of the CCU Then slide the CCU it to the right until the locking lever on the bracket clicks into place. The CCU should slide easily onto the bracket. If it seems to stick, just lift up a little and gently slide it along the bracket. Removing the CCU When the CCU is in position, the lever on the bracket will click into place. This lever keeps the CCU securely in place. If you need to remove the CCU from its bracket: Press the lever to release it Slide the CCU to the left 13

20 Open the CCU Now that the CCU is on the wall, you re ready to install the Line modules inside it. The covers are removable to allow plenty of working space. Unlock the cover by turning the latch with a screwdriver, then remove the cover completely and set it aside it is not hinged. Install the Modules You can install up to two CO Line Modules, a Voice Mail Module and a T1/PRI Module. Install the modules in their appropriate slots. They are different sizes, so they will only fit in the correct slots. 14

21 Add Music-On-Hold Connector and External Music Source The music-on-hold module is a small unit with cables attached. One end of the module s cable plugs into an unused phone extension in the CCU, the other end has a plug for a music source, such as a music-on-hold unit, radio, or CD player. You can attach the module itself to the inside wall of the CCU. Adding Battery Backup Battery backup is optional. The connections are located inside a cover on the left side of the CCU. If you will be using battery backup: Make sure the CCU is turned off Remove the blank cover from the left side of the CCU Install the Battery Charger After you remove the blank cover, insert the battery charger unit in its space. The cables run through the inside of the CCU into the top section. Attach the charger s cable to the connector in the CCU Feed the wires up through the CCU, into the top compartment Insert the charger unit into its slot on the CCU 15

22 Install the Battery The cables you fed through the CCU are connected to the battery before it is placed in the CCU. Connect the cables to the battery ensuring the red cable is connected to the red terminal and the black cable is connected to the black terminal. The switch on the battery charger only controls the battery. It is NOT the AC power switch. When the switch is off, only the battery is off. If you want to turn the system off, you must unplug it. Important Battery Note! Once the battery and battery charger are installed, the switch on the side of the CCU is a power switch for the Battery only. IT DOES NOT TURN OFF THE AC POWER! You have to unplug the system to completely turn off the power How Do I Know if the Power is ON? You can tell by the light on the charger whether the AC power is running or if the system is on battery power. Green: Running from AC and the battery is charged or charging Orange: Running from the battery and the AC is off Red: Battery is discharged Flashing Red: Battery is disconnected and AC power is on 16

23 Add the Backplane If you will be using any Port modules, you will need to install the Backplane on the wall bracket. Make sure the power is turned off before installing the Backplane. The Backplane slides onto the wall bracket and then it plugs into the CCU. Make sure the backplane is securely connected to the CCU. Secure it to the Bracket The Backplane must be securely attached to the wall bracket using the mounting screw to prevent the backplane from moving when the installation is complete and modules are installed on the backplane. If the backplane is not secure it can disconnect from the CCU causing problems on the Ports cards. To safely secure the Backplane to the wall bracket: Remove the fourth and fifth covers. Use the mounting screw to attach the Backplane to the bracket. 17

24 Add the Ports Modules The Ports Modules have two pieces to allow you to replace the modules, if necessary, without removing the MDF and cabling. Install the Modules Two things are important to remember when installing the modules: Make sure the system power is off when installing the modules Start with the Backplane slot closest to the CCU and never skip slots Place the MDF piece of the module on the Backplane and then use a screwdriver to snap its locking lever into place. 18

25 Add the CO Line Modules If you need more lines than the CCU supports, you can add CO Line Modules to the Ports Modules. Each module can hold up to 2 CO Line Modules. If you re installing CO Line Modules insert them into their slots. Then snap the module piece into place over the CO Line Modules. 19

26 Secure the Modules Make sure all of the modules are securely attached to the backplane by turning their locking screws. Turn the screw on the front of the module to lock it. Leave the module cover unlocked for now. 20

27 Cabling There are breakout panels in the top of the CCU and the Ports modules that allow you to run the cabling into the CCU from the top. Lines RJ11 connectors or optional patch panel with RJ11 type connections should be mounted or placed less than 7' of the CCU to facilitate using standard modular cables of 7' in length. External lines should be connected via RJ11 from the CCU to the telecommunications interface. It is recommended the telecommunications provider terminate the lines with RJ11 interfaces. In the event the lines are terminated with another interface, such as RJ21, the installer may install their own RJ11 connections from the RJ21. Extensions It is recommended that all extensions be cabled with two pairs. The Feature Phones use all four wires and standard phones use the AB pair only. Do not exceed the following resistance or distance limits when connecting extensions to the System Unit. (The distances listed assume 24 AWG tinned copper conductor is used.) 100 Ohms, or 1600 feet, for digital telephone sets 400 Ohms, or 6500 feet, for a standard telephone The extension cables must be of twisted-pair construction, using 24 AWG wire. 21

28 CCU and Ports Modules Connectors All cabling connections in the CCU and Ports Modules are made using the RJ-11 jacks. There are connectors on the MDF that are set aside for Power Fail Lines and the Door Phone. Power Failure Lines The power failure lines are connected directly to single-line phones in the event of a power outage. You cannot use digital phones for power failure. Two connectors on the CCU and in each of the Port modules are used for Power Fail Lines. You connect single-line phones to these connectors. These phones can be wired in parallel with their regular connectors so that they can be used as normal phones when the system has power. In the event of a power failure, those phones will automatically have access to the first two lines on the CCU and/or the first two lines of each additional Ports module. Door Phone The Door Phone is connected to circuit 4 on the CCU (Default extension number 23). It can be programmed to call specific groups of phones and can be used with a door strike to control access from the phones. NOTE: If you install a door phone, you must later program the extension as a door phone and not a normal phone. 22

29 Installing the Phones The modular jacks at the Feature Phone locations are wired as shown here: W/BL to Connector A (Speech) Pin 3 on RJ11 BL/W to Connector B (Speech) Pin 4 on RJ11 W/O to Connector C (DATA) Pin 2 on RJ11 O/W to Connector D (DATA) Pin 5 on RJ11 NOTE: If there is no audio, but the display working on a Feature Phone, there is an open on the Speech pair. If it has audio but no display, there is an open on (DATA) pair. The line cords attaches to the Line jack on the bottom of each phone. If you will be using a DSS or want the display to light, plug a power supply into the Power jack on the bottom of the phone. Adding a DSS If you want to add a DSS Console to a 16- Button Feature Phone: Connect the line cord to the DSS Console and then to the phone The DSS Console can be attached directly to the phone using the DSS bracket or it can stand alone 23

30 Headsets When you insert a headset into the jack, the phone automatically detects the headset and changes the menu display to say Turn Headset On. The user can then press the menu button top turn the headset on or off. If you are installing headsets, they connect to the Headset jacks on the side of the phones. Adjustable Base The phone bases are adjustable so that users can change the angle to suit the lighting. The phone users can set the bases at whatever angle works best. Data Port The RJ-11 Connector on the side of the phone can be used for connecting an analog device to the phone (such as a credit card machine, PC, or single-line telephone). The data port allows to the device to access outside lines via the phone system. (Note that Caller ID is not passed through to the device on the data port.) Wall Mounting Phones Note that you cannot put the bracket on the wall and then attach the phone. You need to connect it to the phone before you hang it on the screws. If you need to mount a phone on a wall: Remove the base from the phone and DSS Console (if used) Use the base as a template and mark and drill the screw holes Attach the base to the phone and DSS and hang them on the screws 24

31 Installing an INT1400 Cordless Phone The INT1400 installation is very simple. Plug the telephone line cord from the base unit into a telephone system port. Connect the larger AC adapter to the back of the base unit. Connect the smaller AC adapter with the yellow ring on the connector to the yellow jack on the back of the charger unit. Installing a Door Phone The Door Phone is also very simple to install: Attach the mounting bracket to the wall. Place the Door Phone on the bracket. Fasten the Door Phone to the bracket with a screw. Door Phone bracket Mounting screw 25

32 Installation Summary That s all there is to installing the Inter-Tel 3000 Hardware: Install the CCU and the Ports Modules Install the CO Line Modules and Voice Mail Modules Connect the cables Install the phones and other devices Preparing to Install Your System Make sure you have a plan before you start your installation. Know where everything belongs and how it will be installed. Where will you put it? Where do the lines come into the building? You will need to be within 7 feet of that point. Does this location meet the environmental requirements of the system? Is it secure from unauthorized access? Is there enough room to add or remove the CCU from the wall mount bracket? How are the lines terminated? Are they on RJ11 terminations? Or are they on RJ21 or punch-downs that require additional wiring before they can be connected to the Inter-Tel 3000 system? Where will the phones be located? What type of phone goes in each location? Will there be a Door Phone? A door strike? Will you need to run new extension cabling? In a commercial Installation, you will not have to change your base wiring if you are using Cat 5e or Cat 6 cable and implementing a 568 standard installation where the cable from the faceplate jack terminates in the closet to a patch panel. In a residential Installation, you will not need to change any of the structured wiring for the residence if you are installing Cat 5e (or Cat 6) and implementing a 570 standard installation. 26

33 Inter-Tel 3000 System Features This section will give an overview of the major Inter-Tel 3000 system features. Inter-Tel 3000 supports all your voice call needs. It is a very versatile system. It can accommodate up to 20 CO Lines. It can be upgraded by adding system modules. It has a simple-to-use menu-driven interface. It can operate with system digital telephone sets and standard touch-tone telephones. (You can change them at any time without the need for rewiring.) It has remote access and maintenance capability. It can be operated as: o A key system, where all users have direct access to all lines for making and receiving calls o A PBX with all calls being answered by an operator o Or as a hybrid combination of both 27

34 Basic System Features Using Extension Groups Extension groups help you organize your system. There can be up to 20 Groups with up to 16 phones each. The groups are numbered 1-20 with extension number You can create all-ring groups where all stations ring at once. (The first Group is programmed with extensions by default.) You can have a group to receive calls from a particular outside number, or a group that can answer and open the door. Or you can create a group for internal calls and call pickup. There are two types of groups: Ring Groups to receive calls (can be all-ring groups) Hunt Groups to distribute calls Each group can be programmed as a Ring Group or a Hunt Group. Hunt Groups When an incoming call is presented to a hunt group, the call rings a single extension in the group. Hunt groups help you balance the call load. You can have it linear, so that each new call goes to the first available station on the list. Or circular, so that a new call goes to the next available station on the list, after the one that just took a call. Or, new calls can go to the station that has been idle the longest. The extension is selected depending on the hunt group distribution option selected (Linear, Circular, or Longest idle). If the call is not answered by the first extension it then rings the next available extension in the group. Hunting within a Hunt Group If a hunt group call is not answered, it will hunt to the next available extension in the group. The amount of time the call rings an extension before going to the next extension is programmable in system programming. The default is 15 seconds and the range is from seconds. When all available extensions have been rung the Divert Options for the group will be acted on if no Group Diversion is set the call will continue to ring the last available extension in the group. Logging In and Out of Hunt Groups Extensions can Log in and Log out of Hunt Groups. If all extensions log out of a group and no forwarding is set then calls are sent to Ext 20. Users can log in and out of individual groups. 28

35 Do-Not-Disturb at Hunt Group Extensions If an extension in the Hunt Group has the Do-Not-Disturb feature activated, the extension is not called and the call is sent to the next available extension in the group. If all extensions in the Hunt Group have the Do-Not-Disturb feature activated, the call will be sent to extension 20. Forwarding and Hunt Groups Hunt Group calls can be forwarded to the group s mailbox (if one has been programmed for the group). The call will ring to each available extension, once it reaches that last available member it will forward to the group s mailbox after the Forward No Answer timer expires. Hunt Group calls can be forwarded to another group or extension. If you forward to an extension within the hunt group, it cannot be the last available member ringing in the group. If it is, the last ringing member of the hunt group, the call will not forward to that extension. FOR EXAMPLE: There are three extensions logged in to a Linear Hunt group. Forward No Answer is enabled for the group to send calls to voice mail. The timers are set as follows: Forward No Answer set to 15 seconds Hunt Group Timer set to 15 seconds Here is how a call will be routed: An incoming call rings at the first extension. If it is not answered when the Hunt Group Timer expires, goes to the second extension. If it is still not answered when the Hunt Group Timer expires again, it goes to the last extension in the hunt group. If it is not answered at the third extension before the Forward No Answer timer expires, the call goes to the mailbox for the hunt group. 29

36 Single-Line Sets Picking Up Calls From Groups Single-Line sets can pick up calls ringing on other phones as follows: For calls ringing into a Ring Group or on hold at another phone, dial #5 and the line number (01-20). For calls ringing in your Hunt Group or Extension Group, dial 727. T1/PRI Telesecretary Service If you have T1/PRI lines, the source of incoming calls can be identified using the Telesecretary Service. This feature allows you to program the displays for calls coming in on individual lines to show Call for xxxxxx where xxxx is the received DID / DNIS number. If the called number has an associated name in the DID/DNIS table, the name is displayed instead of the number. This display only appears on Inter-Tel 3000 display phones, not on single-line caller ID phones. Those phones will be presented with the caller ID information only. Night Service Night Service can take place automatically, at pre-programmed times daily, or can be invoked manually. The "Day Service" / "Night Service" feature allows you to change: Extensions that ring on incoming calls Class of Service at each extension Auto Attendant greeting heard by callers (if you have Voice Mail installed) The system can be programmed to remain in "Night Service" over the weekend, if desired. You can program two on and off times. 30

37 Line Restriction & Class of Service You can control long distance costs with line restriction and class of service. Line Restriction lets you decide which lines can be used for outgoing calls. By default, all extensions have access to all lines. Class-of-Service determines the type of call the extension is allowed to dial. You assign the appropriate Class and then program the tables of allowed or restricted numbers. Class 1 has no restrictions. Class 2 restricts dialing of the codes programmed in Table 2 (defaults to international access code 00). Class 3 restricts dialing of the codes programmed in Tables 2 and 3. (Table 3 is usually non-local national access codes.) Class 4 restricts stations to internal and emergency (911) calls only. Class 5 allows the codes programmed in Table 5. Class 6 restricts the codes programmed in Table 6. Outgoing Line Groups CO lines can be grouped together in up to 11 Outgoing Groups. Each Outgoing Group is associated with a code: 9 or Line Group code 760 gives you access to the first group, 761 to the second group, and so on. Dialing a code selects a line from the associated Outgoing Group 31

38 Music-On-Hold If you want to use an external music source, you must install the music-on-hold connector into a station port. When an external call is placed on hold, you can choose which of these your callers will hear: Music A tone Silence The music source can be: The internal source that cannot be changed An external source connected to your system When External MOH is programmed in version 4.0 or higher Inter-Tel 3000 software, it will be played: To all calls placed on hold, either system hold or associated hold. To calls answered by the Courtesy Service when the Courtesy Service prompt is supplied from the Voice Module (if the system is equipped with a voice module). NOTE: If the Internal Courtesy source is used the voice prompt and music are both played from the Internal source only. To calls through the Auto Attendant. The voice message is played from the Internal Courtesy source and the music from the external music source. 32

39 Hot Line A Hot Line extension can be programmed so that it automatically dials a number when it goes off-hook. It can dial an extension or external number. The Hotline feature cannot be programmed on extension 20. A common application for the Hot Line feature is for a fax or modem. The extension can be set to automatically select a CO line so the fax or modem does not have to dial 9. Power Failure Lines Your Inter-Tel 3000 system can be equipped with an optional Battery Backup Unit (BBU). When battery backup is equipped, full operation of the Inter-Tel 3000 system can continue for at least one hour in the event of a power failure. If the system is not equipped with battery backup when a power failure occurs, analog CO lines are switched automatically to standard telephones and calls can be made and received on these lines until the power is restored. These connections are made in the CCU and Ports modules. PBX Mode The Inter-Tel 3000 system can be programmed to operate in either PBX or Key System Mode. The Inter-Tel 3000 system normally operates in Key system mode, where lines are associated with keys on all Digital Telephones. The line status, busy, free or ringing is indicated on all Digital Telephones programmed with the lines. In PBX mode, Line keys on Digital Telephones are not associated with specific lines. Line status is indicated only on the phone making the call. When a Line Key is selected on a phone, the line light is lit only on the phone selecting the line 33

40 Call Logging Your Inter-Tel 3000 system can be connected to a printer or PC, which will maintain a record of incoming and outgoing calls made on the system. Call details are printed as the calls are completed. A buffer is provided to store the last 500 call records. The output is sent to the Serial Port where it is captured by a printer or storage device. If desired, the last four digits of the dialed number can be masked in each record. If Call Logging is enabled, then by default all calls from all extensions will be logged. However individual extensions can be programmed to prevent their calls from being logged. Call Logging output looks like this: 34

41 Voice Mail Features Automated Attendant The Auto-Attendant feature allows callers to ring directly through to an extension provided that they know the extension number of the person they wish to contact. When the Auto-Attendant receives a call it is answered by the system and the Day or Night greeting is played. After the greeting plays, the caller can dial through to groups, extensions, and voice mail: If the caller dials a valid extension number, the extension receives the call. If the extension is busy. The call is sent to the busy extension with call waiting indication. o If the extension has Divert On Busy set it is activated immediately o If the extension has Divert On No Answer set it is activated after the no answer timer expires If an invalid extension number is dialed, the call is sent to the default ring group for the CO line. If the caller dials * the call goes to voice mail. If no digits are dialed, the call is sent to the incoming ring group for that line after a timeout period of 5 seconds. If the user dials a single digit, and pauses for 2 seconds, the call is sent to the associated group. Dial By Name Directory Service The Automated Attendant can be programmed to use a Dial By Name Directory in place of the standard Directory. The Dial By Name Directory allows callers to select extensions by dialing a last name. There are three elements to programming Dial Name Directory Service Turn the service on in System programming. Program the list of names in the Directory Table in System programming. Record a directory message prompting the callers with a list of names and extension numbers. Extension users record their names the first time they access their voice mailboxes. 35

42 To use Dial By Name Directory: 1. Dial # when listening to the Auto Attendant greeting. You hear the directory prompt. 2. Use Quick spell to enter the name (Dial 2 to enter A, B, or C, dial 3 to enter D, E or F etc.). If you do nothing the message is replayed after a 5 second delay. After another 5 seconds with no input, the call goes to the destination set in the Incoming Ringing programming for the CO line. 3. Press # after entering the name. The extension name is played followed by the following message: If this is correct press pound. For the previous name in the directory press 1, to hear the next directory name press 2, to spell a new name press 3, to exit the directory press star. Dialing through the Auto Attendant Recording Dialing #: When listening to the Auto Attendant accesses a Directory service if programmed. If a Directory service is not programmed the call is presented to the group or extension set in the Incoming Ringing programming. Dialing more than 1 digit: If a valid extension is dialed and the extension is rung if free. If it is busy the call is camped on. (Forward on Busy or on No Answer is also activated if set.) If an Invalid number is dialed the call is presented to the group or extension set in the Incoming Ringing Programming. Dialing Incomplete numbers: Calls are presented to the destination set in the Incoming Ringing programming for the line. Courtesy Service Courtesy service can be used where there may be delays in answering calls and you want to ensure that callers do not hang up before someone answers their call. Courtesy Service is available, with a standard greeting, on all systems. If the system is equipped with a Voice Mail Module, you can customize the greeting. Calls are answered automatically with the Day or Night greeting. While the message is being played, the call continues to ring as an incoming call until an extension answers it. If the call is not answered within three minutes, it is automatically disconnected. 36

43 Temporary System Greeting An option is provided in version 4.0 and higher to remotely program a temporary greeting for Auto Attendant and Courtesy Service. A single greeting can be recorded which replaces the Auto Attendant and Courtesy service greetings until it is deleted. This would be handy in the event of an emergency, such as extreme weather conditions, that prevents anyone from going into the office to record the message. In order to provide security, no voice prompt is provided stating that the temporary greeting can be recorded or deleted. The instructions in activating the facility should be supplied only to the system administrator. To program a Temporary Greeting: Log into a voice mailbox. This can be any mailbox in the system: an extension mailbox, a group mailbox, a phantom mailbox or a message only mailbox. 1. While the greeting "You have x new messages etc" is being played dial When you hear the prompt "To record the greeting dial 91. To delete the greeting dial 93," dial 91. You are prompted to record your message. 3. Once the greeting is recorded all calls to the Auto Attendant and Courtesy service in both Day and Night Modes hear this greeting. NOTE: Care should be taken in composing this message. If Automated Attendant is programmed on lines a greeting suitable for Auto Attendant operation should be recorded, because the callers have the ability to dial through to extensions, groups etc. If, however, Courtesy service is programmed, callers cannot dial through the message. To delete the greeting, you can repeat the process above, but dial 93. The Temporary greeting is deleted and the programmed greetings are reinstated for Auto Attendant and Courtesy services. 37

44 Voice Mail Voice mail services are available only on those systems equipped with the optional Voice Mail Module. Up to 40 extensions can have voice mailboxes. The 20 Ring groups can also have voice mailboxes. The maximum number of messages that can be stored in a mailbox defaults to 20, but can be changed. The maximum message and greeting length is programmable between seconds (60 by default). Unheard messages are deleted in 15 days and retrieved messages are deleted in eight days..an option is provided to save messages so that they are not automatically deleted. System Voice Mailbox This feature allows you to set up a System Voice Mail box to answer incoming calls. The mailbox greeting may ask callers to dial an extension number, in which case, the call will be transferred through to that extension. You can select which lines are to be answered by the System Voice Mail box when it is turned on. You can also select how long a call rings before the System Voice Mail box answers. System Voice Mail box is controlled by extension 20. That user can customize the greeting and can turn the System Voice Mailbox service on and off at any time (independent of "Night Service ). Information-Only Mailboxes Any voice mailbox can be programmed as Standard or Information Only. When a caller is connected to an Information-Only mailbox they will hear a greeting but will not be able to leave a message. The greeting is replayed twice, with a 3 second interval, and then the call is disconnected. Group Mailboxes To access a Group Mail box, a caller can enter the Group number as the extension number. If Group Forward is activated to voice mail, messages for the Group will be recorded in the Group Voice Mail box. "New group message" will be displayed on the display of all digital telephone sets in the Group. New Voice Message Indication to All Phones When a message is waiting in an extension s mailbox, the extension user will hear a broken dial tone 600 ms on, 200 ms off, 800 ms on 400 ms off when they lift the handset. 38

45 Phantom Mailboxes Up to 10 mailboxes, not associated with extensions or Groups, can be programmed. These are called Phantom Mailboxes and can be used for people who do not have a dedicated extension. Phantom mailboxes can be programmed to answer calls. Dialing through the Voice Mail Dialing #: When listening to a mailbox greeting the greeting is skipped and the recording tone is heard. When listening to a Message Only voice box the extension or group set in the Incoming ringing programming is rung. Dialing more than 1 digit: If a valid extension is dialed and the extension is rung if free. If it is busy the call is camped on. (Forward on Busy or on No Answer is also activated if set.) If an Invalid number is dialed the call is presented to the group or extension set in the Incoming Ringing Programming. Dialing Incomplete numbers: Calls are presented to the destination set in the Incoming Ringing programming for the line. Dialing in the Recording phase: Dialing digits 1-0 gives the same dial through service as when listening to the greeting o o o Dialing *: You are prompted to select a mailbox Dialing #: This ends the recording phase. The message is stored and the caller can dial through. If no digits are detected in 5 seconds the call is disconnected. Dialing 0: The call is presented to the group or extension programmed in the Incoming Ringing programming for the line. Currently it rings Group 11. Saving Voice Messages The ability to save voice messages is provided in version 4.0 and higher. A new prompt "Save Message" was added to the menu presented when messages are being replayed. When in the playback mode you can press the Save Message button or dial the digit "1" to save the message. When a message is saved it can only be deleted by selecting the "Erase Message" prompt. Saved messages are not deleted by the clean up routine. Multiple Mailbox Greetings Each Extension, Group, and Phantom mailbox as well as the system mailbox has two programmable greetings: Primary and Alternate. When you access your mailbox you have an option for changing your personal greeting (select Greeting" or press 2). You can then choose to enable the Primary greeting (press 1) or Alternate greeting (press 2). You can change, listen to, or delete the greeting at that time. 39

46 Marking Messages as Priority The caller to a voice mail box has the ability to mark the recorded message as Priority. When a caller is connected to a mailbox, they hear the greeting for that mailbox followed by the prompt, "After the tone please record your message. When finished you may hang up to deliver the message or press pound for more options." If the caller dials pound, after they have recorded their message, the prompt To mark the message priority press 91, to leave the message press 92, to delete the message press 93" is played. If 91 is pressed the call is marked as priority and the prompt "Message marked priority" is played and the call is ended. If 92 is pressed the message is delivered and the prompt "Message Delivered" is played and the call is ended. If 93 is pressed the message is deleted and the prompt "Message deleted" is played. The mailbox greeting is replayed and the caller can repeat the process. Sending a Message to Multiple Mailboxes This feature allows a user to compose a voice message from within a mailbox and then send that message directly to other mailboxes. When you access a mailbox, there is a new message that says, "Compose a Message." If you select it (or dial 51) and record a message, you are then prompted to end it by pressing "Confirm" or dialing #. The menu then shows all the equipped voice mail boxes, including the extension, phantom, group, and message only mailboxes even the mailbox that is being used to compose the message. The system voice mailbox (answering machine) is not shown. Select the mailbox or boxes (on a non-display phone, you can enter a list of mailbox numbers separate by #.) Press "Confirm" or # to send the message (or hang up). The message is sent to each of the mailboxes selected and is added as a new message to each. 40

47 Remote Notification of Voice Mail Messages In Version 4.0 and higher, voice mailboxes can be programmed to allow remote notification to personal numbers or digital pagers. A mailbox user, with remote notification enabled can set a number of parameters. These can be set from an extension or by dialing in from an external number. They can: Turn the remote notification on and off. Program the remote notification number, either a personal number or pager. Enter the dial string required by the Pager Company when pager notification is selected. Determine whether all messages or priority messages only are to be notified. The following is set on a system-wide basis from within the system programming: The number of simultaneous remote notification calls. This is set at 1 in default but can be set between 1 and 2. The number of attempts to make a successful remote notification call (2 in default, max 15). The line group to be used for remote notification calls. This is group 1 (access digit 9) in default. The time interval after receiving an appropriate message and the first remote notification attempt is made. This is set at 15 minutes in default and can be set between 1 and 30 minutes. The time interval between remote notification call attempts. This is set at 5 minutes in default. The range is 1-15 minutes. The system constantly monitors all mailboxes. If remote notification is set for a mailbox, and an appropriate message is received, the system will attempt to make a remote notification call if: The time interval for making the first remote notification call has expired. A free line is available in the group programmed for remote notification calls. Making the call does not exceed the maximum number of simultaneous notification calls that can be made. If the call cannot be made the attempt is deemed to be unsuccessful and a retry attempt will be made after the remote notification retry timer has expired. The system will call the notification number for the programmed number of retry attempts. If all the attempts to contact the user are unsuccessful after the programmed number of retry attempts the system will stop making calls until a new appropriate message is received. In this case the normal sequence will start again. If a new message is received in the mailbox while the retry sequence is operating the retry sequence will continue as normal. 41

48 Remote Notification Calls to a Personal Number If a call is made to a personal number the line is monitored for tones. If busy tone is detected the attempt is deemed to be unsuccessful. The retry sequence is started or continued. If ringback tone is detected the call is confirmed as answered when the ringback tone is not detected for 5 seconds. If neither busy tone nor ringback tone is detected within 5 seconds after the last digit is sent, the call is considered answered. When a call is answered the prompt says, You have a new message in your mailbox. Please enter your extension number. If digits are not detected during the first five seconds after the prompt is played, the prompt is replayed twice more at five-second intervals. If no digits are detected five seconds after the third replaying of the prompt the call is deemed to be unsuccessful and the retry sequence is started or continued. If the correct extension number and password are detected the normal remote access is initiated and the call is deemed to be successful. No further retries will be attempted. If an incorrect extension number or password is entered the call is deemed to be unsuccessful and a retry is set. If the mailbox user accesses the mailbox either internally or remotely the remote notification is canceled. This caters for the case where the user accesses the voice mail as normal, not in response to a remote notification call. Remote Notification Calls to a Pager Number If the call is made to a Pager number the line is monitored for tones. If busy tone is detected the attempt is deemed to be unsuccessful. The retry is set. If ring back tone is detected, the call is confirmed as answered when the ringback tone is not detected for 5 seconds. If neither busy tone nor ringback tone is detected 5 seconds after the last digit is sent the call is considered answered. The programmed pager dial string is sent when the call is answered. This string should include the digits that the paging company requires including pound as a terminator. The call is deemed to be successful when the dial string has been sent. If the mailbox user accesses the mailbox either internally or remotely the remote notification is cancelled. This caters for the case where the user accesses the voice mail as normal, not in response to a remote notification call. Station Programming The users can program Remote Notification settings using their phones. Instructions are included in the Inter-Tel 3000 manual and the user guides. 42

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