Telenium IP. Key Telephone System. Station User Guide

Transcription

1 Telenium IP Key Telephone System Station User Guide

2 I Issue Release Date Changes Page Initial Release Minor corrections for correctness and clarity Minor corrections for correctness and clarity Incorporates Phase 3 features. Adds new IP Phone models - IP7008D, IP7024D, & IP7024LD Ch 3, 4, & 5 ACD Agent Login/Logout revised to include ID 2-67 ACD Agent Unavailable & Reason Codes 2-65 ACD - Caller Entered Caller ID 2-68 ACD Calls in Queue Display 2-69 ACD Calls in Queue Message 2-70 ACD Calls in Queue Page Alert 2-70 ACD Group Call Pick-up 2-68 ACD Group Mailbox 2-71 ACD Group Name 2-73 ACD Multiple Supervisor 2-72 ACD Supervisor Login/Logout 2-73 ACD Wrap-up Button 2-74 ACD Wrap-up End Button 2-75 ACD Zap Tone 2-76 ACD-DND Auto Service 2-76 Answering Machine Emulation 2-6 Call Log Display 2-89 Flex Button Direct Speed Dial Assignment Hot Desk Intercom Caller Controlled ICM Signalling Msg Wait / Call Back procedure is changed Mobile Extension Multiple Voice Mailbox Support Push-To-Talk Paging 2-39 Short Message Service Station Name length is increased from 7 to characters Unsupervised Conference Timer Extension The Hot Desk feature is now supported on IP7008D phones

3 LIFE SUPPORT APPLICATIONS POLICY VODAVI Technology, Inc. products are not authorized for and should not be used within Life Support applications. Life Support systems are equipment intended to support or sustain life and whose failure to perform when properly used in accordance with instructions provided can be reasonably expected to result in significant personal injury or death. VODAVI Technology, Inc. warranty is limited to replacement of defective components and does not cover injury to persons or property or other consequential damages. Copyright 2002 VODAVI Technology, Inc. All Rights Reserved This material is copyrighted by VODAVI Technology, Inc. Any unauthorized reproductions, use or disclosure of this material, or any part thereof, is strictly prohibited and is a violation of the Copyright Laws of the United States (17 U.S.C. Section 101 et. seq.). VODAVI reserves the right to make changes in specifications at any time and without notice. The information furnished by VODAVI in this material is believed to be accurate and reliable, but is not warranted to be true in all cases. mlj/2006

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5 Contents - i 1 Introduction Contents About This User Guide Organization of Features Single Line Telephone Features Numbering Plans Online Hyperlinks IP Digital Telephones IP24DH Telephone IP7024D Digital Telephone IP7024LD Digital Telephone IP7008D Digital Telephone Features Operation Account Code Alarm Signal / Doorbell Answering Machine Emulation Attendant Call/Queuing Attendant Features Alternate Attendant Attendant Call Forward Attendant Positions Attendant Recall Attendant Station Program Codes Authorization Codes Call Forward CO/IP Call Off-Net Attendant Call/Queuing Day / Night / Timed Ring Mode Disable CO/IP Outgoing Access DND Override DSS/BLF Consoles Cancel Feature Intrusion LCD Display Format Control Push-To-Talk Paging System Clock Set

6 Contents - ii Traffic Analysis - Overview Traffic Analysis - All Summary Reports Traffic Analysis - Attendant Traffic Report Traffic Analysis - Auto Attendant Traffic Report Traffic Analysis - Call Hourly and Call Summary Reports Traffic Analysis H/W Unit Usage Summary Report Traffic Analysis CO/IP Grp Summary & Hourly Reports 2-47 Voice Store & Forward (VSF) Auto Call Release Auto Called Number Redial Auto Release of Speaker Automatic Call Distribution VSF ANNOUNCEMENT AGENTS SUPERVISOR QUEUED CALL DISPLAY ON LCD ALTERNATE ACD DESTINATION OVERFLOW STATION/GROUP ASSIGNMENT ACD STATISTICS REPORT SUPERVISOR STATUS ACD Agent Unavailable & Reason Codes ACD Group Agent Login/Logout ACD Group Caller Entered Caller ID ACD Group Call Pick-Up ACD Group Calls In Queue Display ACD Group Calls in Queue Message ACD Group Calls In Queue Page Alert ACD Group Mailbox ACD Group Multiple Supervisor ACD Group Name ACD Group Supervisor Login/Logout ACD Group Wrap-up Button ACD Group Wrap-up End Button ACD Group Zap Tone Auto ACD-DND Service Automatic Pause Insertion Automatic Privacy Automatic Speaker Select Background Music

7 Contents - iii Broker Call Call Forward Call Forward, Preset Call Log Display Call Park Call Pick Up Directed Call Pick Up Group Call Pick Up Call Transfer Station Call Transfer CO/IP to CO/IP Call Transfer Call Transfer - Voice Mail Call Waiting / Camp On CO/IP Call Time Restriction (CCTR) CO/IP Call Warning Tone CO/IP Line Access CO/IP Line Groups CO/IP Line Ring Assignment CO/IP Line Name Display CO/IP Line Queuing CO Line Flash Conference Multi-Party Conference Unsupervised Conference CPI Message Wait Custom Messages Dial By Name Dial Pulse to Tone Switchover Dialing Privileges Class of Service Temporary Station COS Change (Station Lock) Walking COS DID Call Wait Differential Ring Direct Inward System Access Direct Station Select / Busy Lamp Field (DSS/BLF) Display Security Do Not Disturb DND - One Time DND

8 Contents - iv Door Open Emergency Call Executive/Secretary Pairs Flexible Numbering Plan Group Listening Headset Compatibility Hold Exclusive Hold System Hold Automatic Hold Hot Desk Howling Tone Intercom Intercom Call (ICM Call) Intercom Call On Hold Intercom Caller Controlled ICM Signaling Intercom Lock-Out Intercom Signaling Mode Intercom Step Call Intercom Transfer IP Dialing ISDN (Integrated Services Digital Network) AOC (Advice of Charge) Calling/Connected Line Identification Presentation Keypad Facility ISDN Supplementary Services Call Hold/Retrieve Broker Call ISDN Three-Party Conference Last Number Redial Message Wait / Call Back Message Wait Reminder Tone Mobile Extension Multiple Voice Mailbox Support Mute Networking Features Net Call Net Transfer Identification Service

9 Contents - v Call Completion Call Offer Net Conference Message Waiting Indication (MWI) Net Call Forward CO Transit-In CO Transit-Out Do-Not-Disturb (DND) (CAS) Attendant Call Off-Hook Signaling Off-Hook Voice Over On-Hook Dialing One-Touch Record Paging Internal/External & All Call Page Meet Me Page Answer Push-To-Talk Paging Pre-selected Messages Prime Line - Immediate/Delayed Private Line Ringing Line Preference (RLP) Save Number Redial (SNR) Short Message Service (SMS) SLT Name Entry SMDR Call Cost Display SMDR Call Records Lost Call Recording Speakerphone Station Call Coverage Station Flexible Buttons Station Groups Station Speed Dial Flex Button Direct Speed Dial Assignment System Speed Dial System Speed Zone Group Station User Program Codes Two-Way Record Universal Night Answer

10 Contents - vi VSF-Voice Mail Message Storage Message Retrieval Remote Message Retrieval Message Retrieval Options Voice Mailbox Settings System Voice Memo Flexible Feature Code Numbering Plan Fixed Feature Codes Numbering Plan IP7008D Phone Call Pick-up Directed Call Pick-up Group Call Pick-up Calls Placing an Outside Call Placing an Intercom Call Call Waiting Camp On Flexible Button Programming Hold Last Number Redial Station Speed Dial Storing a Speed Dial Number Using a Speed Dial Number IP7024D Phone Calls Placing a Call Intercom CO Line Answering a Call Intercom CO Line Soft Buttons General Description Navigation Key Basic Functions Off Hook Mode

11 Contents - vii Intercom Dialing Mode Intercom Ring Back Mode Intercom Busy Mode Intercom Do Not Disturb Mode Intercom Dialing Error Mode Intercom Receiving Mode Intercom Talk Mode CO Line Busy Mode CO Dialing / CO Talk Mode Paging Mode Call Log Received Call Dialed Call Lost Call Menu Basic Program Advanced Program Speed Program Mobile Extension Program Hot Desk Program Phone Book Dial By ICM Name Dial By STA SPD Name Dial By SYS SPD Name IP7024LD Phone Calls Placing a Call Intercom CO Line Answering a Call Intercom CO Line Icons Soft Buttons & Navigation Key General Description Navigation Key Basic Functions Idle Mode

12 Contents - viii Pickup Conference Redial Off Hook Mode Intercom Dialing Mode Intercom Ring Back Mode Intercom Busy Mode Intercom Do Not Disturb Mode Intercom Dialing Error Mode Intercom Receiving Mode Intercom Talk Mode CO Line Busy Mode CO Dialing / CO Talk Mode Paging Mode Phone Book New Entry Search By Name Search By Number Search By Group Register CO Access Code Delete All Entries Menu Button Function Ez Menu Dialed Calls Received Calls Speed Dial Call Forward Absent Message Paging Do Not Disturb Wake Up Phone Book Schedule Schedule Add/Delete/Edit Find Schedule Delete Past Schedule Check Alarm Schedule Delete All Schedule Customize

13 Contents - ix Change Language Register Name Ring Type Speaker/Headset E-MIC Headset Setting Enblock Mode Station COS Password Answer Mode Voice Mail Entering Characters (IP7024LD Phone) Web-based Station Programming Station Programming Intro Station Attributes User Name Registration ICM Signaling Mode DND Authorization Code Call Forward Station Call Forward Preset Call Forward Station Speed Dial Preselected Message Canned Messages Custom Messages Flex Buttons Assignment Station List Management

14 Contents - x

15 1-1 1 Introduction This chapter explains how to use this book to locate some of the more commonly-used features and their functions. It also show the types of key telephones that can be used with the Telenium IP system.

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17 About This User Guide 1-3 About This User Guide This section describes how to use this book to locate some of the more commonly-used features and their functions. Organization of Features Features in the Telenium IP Station User Guide are arranged in alphabetical order so that functions can be quickly located. Each feature contains the following sections, when applicable: Single Line Telephone Features Description Operation Conditions Related Features Hardware When the Single Line Telephone operation differs from the digital telephone, those differences are described in a subsection following an icon and heading as shown below. SINGLE LINE TELEPHONE Provides a detailed description of the purpose of the feature. Provides a step-by-step operation to activate or access the feature. Outlines characteristics of the feature operation which may apply, as well as specific limitations related to the feature and other feature interactions. Defines other features which interact with, or are required for proper operation of, the feature being described. Defines any special hardware requirements or limitations, which may affect proper operation of the feature being described. Many SLT procedures contain steps to "Briefly press the hookswitch". If your SLT has a FLASH button, press [FLASH] instead of pressing the hookswitch. Pressing the hookswitch on SLTs with a FLASH button will end the call. Numbering Plans The following Default Feature Code Numbering Plans are located at the end of the User Guide for easy quick reference: Default Flexible Feature Code Numbering Plan Fixed Feature Code Numbering Plans

18 1-4 IP Digital Telephones Online Hyperlinks Hyperlinks (shown in blue) allow you to quickly navigate to the detailed description of the feature by clicking on the link with your mouse when using the guide in an electronic format. Page number cross references are also shown for quick navigation to the feature when using the guide in a paper format. Many Feature Codes shown in the Default Feature Code Numbering Plans are flexible. Your System Administrator should provide a listing of the Numbering Plan if Feature Codes have been modified to meet the specific needs of your organization. IP Digital Telephones IP24DH Telephone The following diagram and its corresponding table identify the basic features on the IP-24DH Keyset. TRANS FWD DND MUTE ICM SPEED REDIAL CONF MSG/CALLBK FLASH PGM SAVE VOLUME SPEAKER HOLD FLEXIBLE BUTTONS

19 IP Digital Telephones 1-5 IP24DH Keyset - Basic Features CONF DND FLASH FWD HOLD ICM MSG/CALLBK MUTE PGM REDIAL SAVE SPEED SPEAKER TRANS VOLUME Used to establish conference calls with up to 3 parties. Used to prevent calls from ringing at your station when on a call or busy. Used to end an outside call and to restore dial tone without hanging up the receiver. Use to send unanswered calls to another station or Hunt group. Used to hold calls and to retrieve held calls. The hands-free Intercom feature is used in place of the handset to answer intercom calls or place a call on Hold. Used for Auto-CallBack to a phone that has left a text message or to access voice messages. Used to activate/deactivate MUTE function. When activated, the party on the other end cannot hear you. Used to modify system and station settings. Used to access and dial 1 of the last 10 numbers dialed. Used to preserve setting changes. Used to access speed dialing, save number redial, and last number redial. Button is also used to access flexible button programming. Used to make a call without lifting the handset. Used to transfer intercom or outside call from one station to another. Used to adjust level of tones, background music, ringing, and receiver volume. These buttons are used to scroll through the various programming options. 24 Flexible Buttons Used to access outside lines or call-handling features.

20 1-6 IP Digital Telephones IP7024D Digital Telephone The following diagram and its corresponding table identify the basic features on the IP7024D keyset

21 IP Digital Telephones 1-7 IP7024D Keyset - Basic Features 1 Handset Used for handset call. 2 Headphone When using a headphone, this button toggles the headphone state. 3 Speaker Device used to listen to a caller in a handsfree mode when in speaker mode. 4 Speed Used to access speed dialing, save number redial, and last number redial. Button is also used to access flexible button programming. 5 DND The Do Not Disturb feature lets you activate a do not ring this phone mode. When DND is active, this button is red. 6 Speaker Button Speaker toggles speakerphone state between speaker mode and handset mode. The button is red when speakerphone is active. 7 Hold/Save This button puts a call on hold or saves the PGM. 8 3 Soft Buttons Used to work in conjunction with fixed and flexible features. 9 LCD Display Displays phone status information, dialing directories, and test message information. 10 Ring LED Illuminates when the phone is ringing. 11 Trans/PGM This button is used to set up a conference call or transfer a call. 12 Flexible The remaining XX Flex buttons can be assigned a feature. 13 Call back A station can initiate a call back request to another busy station. Once that station becomes idle, the station that left the call back request is signaled. 14 Volume The volume button adjusts the audio level. 15 MIC Microphone used to speak to a caller in a handsfree mode when in speaker mode. 16 Menu Use the menu button to move to the desired option (Dial, MSG, Program) and use for arrows key. 17 Phone Book Use this button to save a phone number and to make calls with saved information.

22 1-8 IP Digital Telephones IP7024LD Digital Telephone The following diagram and its corresponding table identify the basic features on the IP7024LD keyset

23 IP Digital Telephones 1-9 IP7024LD Keyset - Basic Features 1 Handset Used for handset call. 2 Earphone Jack Socket An optional earphone can be plugged in to provide handsfree operation. 3 Speaker Device used to listen to a caller in a handsfree mode when in speaker mode. 4 Speed Used to access speed dialing, save number redial, and last number redial. Button is also used to access flexible button programming. 5 DND The Do Not Disturb feature lets you activate a do not ring this phone mode. When DND is active, this button is red. 6 Speaker Button Speaker toggles speakerphone state between speaker mode and handset mode. The button is red when speakerphone is active. 7 Hold/Save This button puts a call on hold or saves information when programming. 8 Phone Book Use this button to save a phone number and to make calls with saved information. 9 LCD Display Displays phone status information, dialing directories, and test message information. 10 Ring LED Illuminates when the phone is ringing Soft Buttons Used to work in conjunction with fixed and flexible features. 12 Flexible Buttons The remaining XX Flex buttons can be assigned a feature. 13 Trans/PGM This button is used to set up a conference call or transfer a call. 14 Call back A station can initiate a call back request to another busy station. Once that station becomes idle, the station that left the call back request is signaled. 15 Volume The volume button adjusts the audio level. 16 Menu Use the menu button to move to the desired option (Dial, MSG, Program) and use for arrows key. 17 Handsfree Microphone Microphone used to speak to a caller in a handsfree mode when in speaker mode.

24 1-10 IP Digital Telephones IP7008D Digital Telephone The following diagram and its corresponding table identify the basic features of the IP7008D keyset

25 IP Digital Telephones 1-11 IP7008D Keyset - Basic Features 1 LCD Display Displays information about telephone status, dialing directories, and test message information. 2 Handset Device used to listen/speak when on a call in handset mode. 3 Headphone When using a headphone, this button toggles the headphone state. 4 Speaker Device used to listen to a caller in a handsfree mode when in speaker mode. 5 Speaker Button Speaker toggles speakerphone state between speaker mode and handset mode. The button is red when speakerphone is active. 6 Hold/Save Button This button puts a call on hold or saves the PGM. 7 Volume The volume button adjusts the audio level. 8 MSG LED This button illuminated to indicate you have a message waiting. 9 Flexible Buttons The 8 flexible buttons can be assigned as specific feature buttons. 10 DND Button (Flex Btn 1) 11 Call Back Button (Flex Btn 2) The Do Not Disturb (DND) feature disables your phone from ringing. When DND is active, this button is red. A station can initiate a call back request to another busy station. Once that station becomes idle, the station that left the call back request is signaled. 12 Speed Button Used to access speed dialing, save number redial, and last number redial. Also used to access flexible button programming. 13 Trans/PGM Button This button is used to set up a conference call or to transfer a call. 14 MIC Microphone used to speak to a caller in a handsfree mode when in speaker mode.

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27 2-1 2 Features Operation The procedures in this chapter generally apply to all IP keysets described in the preceding section. Procedures that may slightly differ for IP7008D, IP7024D, and IP7024LD keysets based on soft keys, a navigation button, and other buttons that may be different are located at Chapter 3, Chapter 4 and Chapter 5.

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29 Account Code 2-3 Account Code Description Station users may allow tracking specific calls by entering a non-verified, variable length (up to 12 digits) identifier. This identifier or "Account Code" is displayed in the SMDR record. IP Keyset users may assign a flexible button as an Account Code entry button. The {ACCOUNT CODE} flexible button may include the account code to function as a {ONE-TOUCH ACCOUNT CODE} flexible button. Operation To assign {ACCOUNT CODE} flexible buttons: {ACCOUNT CODE} flexible button: [PGM] + {FLEX} + [PGM] + [84] + [SAVE] {ONE-TOUCH ACCOUNT CODE} flexible button: [PGM] + {FLEX} + [PGM] + [84] + Account Code + [SAVE] To enter an Account Code using an {ACCOUNT CODE} button prior to placing call: 1. Lift the handset or press [SPEAKER]. 2. Press the {ACCOUNT CODE} flexible button. 3. Dial the Account Code. 4. Press [ ]. Intercom dial tone sounds. 5. Place the CO/IP call as normal, -OR- 1. Lift the handset or press [SPEAKER]. 2. Press the {ONE-TOUCH ACCOUNT CODE} button. Intercom dial tone sounds. 3. Place the CO/IP call as normal. To enter Account Code using an {ACCOUNT CODE} button during a conversation with an external party: 1. Press the {ACCOUNT CODE} button. 2. Dial the Account Code. 3. Dial [ ]. -or- Press the {ONE-TOUCH ACCOUNT CODE} button.

30 2-4 Alarm Signal / Doorbell SINGLE LINE TELEPHONE To enter an Account Code prior to placing a call: 1. Lift the Handset. 2. Dial Flexible Numbering dial code [550]. 3. Dial the Account Code. 4. Briefly press the hookswitch. Intercom dial tone sounds. 5. Place the CO/IP call as normal. To enter an Account Code during a conversation with an external party: 1. Briefly press the hookswitch. Intercom dial tone sounds. 2. Dial Flexible Numbering feature code [550]. 3. Dial the Account Code. 4. Briefly press the hookswitch or dial [ ] to reconnect to the external party. Conditions» The outside CO/IP party will not hear the Account Code digits being entered (actual DTMF tones are not generated to the outside party).» A maximum of 1000 {ONE-TOUCH ACCOUNT CODE} flexible buttons may be assigned. Related Features Authorization Codes - page 2-16 SMDR - page Station Flexible Buttons - page Alarm Signal / Doorbell Description The system can be programmed to recognize the status of an external contact (normally open or closed). When activated, the system will signal programmed IP Keysets. This capability is commonly employed to provide remote Alarm or Doorbell Signals. An IP Keyset can be assigned to receive the signal. Stations assigned to receive the Alarm Signal will receive either a single tone repeated at one-minute intervals or a continuous tone. The signal can be terminated by dialing the appropriate code or an assigned {ALARM STOP} flexible button. To rearm the alarm, the alarm condition must be cleared and the Alarm signal terminated.

31 Alarm Signal / Doorbell 2-5 When used as a Doorbell, assigned stations receive a single tone each time the contact is activated and no reset is required. Operation To activate the Door Open contacts: 1. Lift the handset. 2. Dial the Door Open code [# ] + contact number (1-2 for MFIM or 1-4 for MFIME). To assign an {ALARM STOP} flexible button to terminate Alarm Signal: [PGM] + {FLEX} + [565] + [SAVE] To terminate the alarm signal while idle: Dial the Flexible Numbering feature code [565]. Confirmation tone sounds and the alarm signal terminates. If the Alarm condition has been cleared, the system will rearm the alarm. -or- Press the {ALARM STOP} flexible button. To rearm alarm: Clear the alarm condition and terminate the alarm signal as above. The preceding steps can be done in either order. Conditions» The alarm contacts must be "dry" (no voltage/current source connected).» Only an IP Keyset can receive Alarm or Doorbell signals.» An IP keyset with LCD assigned to receive Alarm/Doorbell signals will show "ALARM" or "DOOR BELL", as appropriate. Related Features Door Open - page Hardware IP Keyset An external contact must be connected to the Alarm input on MFIM, refer to the Telenium IP Installation Manual.

32 2-6 Answering Machine Emulation Answering Machine Emulation Description When a call is sent to a voice mailbox, the associated station can be assigned to notify the user and allow the user to screen the call. Two methods of notification and call screening are provided - Ring or Speaker mode. In the Ring mode, the user is notified by flashing of the Answering Machine Emulation (AME) Flex button. The user may press the Flex button to hear the caller as the voice message is stored. In the Speaker mode, when the call is sent to the Voice Mailbox, the caller's voice is automatically broadcast over the speaker of the user's IP Keyset. The user may terminate the screening leaving the caller in voice mail to record a message, talk with the caller and record the conversation in the mailbox, or answer the call and disconnect the Voice Mail. The user's IP keyset must be assigned with an AME Flex button for proper operation. Operation IP Keyset To assign an {AME} button: Ring Mode = [PGM] + {FLEX} [SAVE] Speaker Mode = [PGM] + {FLEX} [SAVE] To screen a call in the Ring mode: Press the flashing {AME} button. The caller's voice is broadcast over the station speaker and stored in the Voice Mailbox. In the Speaker mode, broadcast of the caller's voice is automatic. To stop the voice broadcast and leave the caller in Voice Mail: Press the illuminated [SPEAKER] button. To talk with the caller and record the conversation in Voice Mail: Press the illuminated [MUTE] button. To answer the call and cancel the voice message: Press the illuminated {AME} button, the caller is connected and the Voice Mail disconnected.

33 Attendant Call/Queuing 2-7 Conditions» AME is supported only on an IP Keyset and requires an {AME} Flex button be assigned on the phone.» If the user answers the call using the {AME} button, the caller is connected in the normal manner, the Voice Mail is disconnected and any message recorded by the caller is not stored. Related Features External Auto Attendant/Voice Mail VSF Voice Mail Hardware IP keyset Attendant Call/Queuing Description Any station can call Attendant by dialing the Attendant Call code [0]. When an Attendant call experiences a busy, the call is queued to the Attendant group. The call will be delivered to the first available Attendant. This feature must be enabled for use in PGM 160, Btn 9 programming. Operation To make a call to the Attendant: Dial Attendant Call Code [0]. Conditions» Call routing order follows the order of entry in the Attendant Assignments, PGM 164.» The Attendant is informed of a queued Attendant call by the [HOLD] LED flashing. The calling intercom party will receive a ring-back tone or Music On Hold, as specified.» Calls to an Attendant s station number are received by the Attendant as with any intercom call.» When an Attendant dials another Attendant station number and receives a busy tone, Camp On can be used like a normal intercom call.

34 2-8 Attendant Features Related Features Attendant Positions - page 2-11 Intercom Call (ICM Call) - page Attendant Features If your station is designated as an Attendant station, the following features are available to assist you in operating your telephone and controlling some system-related features. Alternate Attendant Description This feature allows an Attendant to place the Attendant station in an Unavailable mode. When in the Unavailable mode, the next available Attendant in the Attendant group will receive Attendant calls and recalls. There must be another Attendant available for this feature to work. Operation To assign an {AVAILABLE/UNAVAILABLE} flexible button: [PGM] + {FLEX} + [562] + [SAVE] To toggle attendant Unavailable feature: Dial the Alternate Attendant code [562]. -or- Press the {AVAILABLE/UNAVAILABLE} flexible button.

35 Attendant Features 2-9 Conditions» If a flexible button is assigned to activate the Alternate Attendant feature, the {AVAILABLE/UNAVAILABLE} LED indicates the status of the Alternate Attendant feature (On = Attendant Unavailable).» A station, which is receiving calls forwarded from the System Attendant, cannot use the Alternate Attendant feature.» When the System Attendant is in an Unavailable state, incoming calls and recalls for the System Attendant will ring at the first programmed Main Attendant station. If the first programmed Main Attendant then places their phone in an Unavailable state, the next programmed Main Attendant will receive those incoming calls and recalls.» When the System Attendant presses the preprogrammed {AVAILABLE/ UNAVAILABLE} flexible button to return to an available state: the LED extinguishes, the System Attendant resumes normal operation, and other Attendants will not receive calls/recalls intended for the System Attendant.» This feature does not affect calls to the intercom number (101,102,103) of the Attendant station.» This feature does not pass System Attendant features (Admin access) to another Attendant.» If the first Main Attendant is available and in an idle status, incoming calls, recalls, and dial 0 calls are directed to this Attendant station regardless of other Attendant stations status.» A special ring mode can be set up so the Alternate Attendant does not receive incoming CO (IP) ring until the Attendant places their phone in Unavailable mode.» If the last remaining Attendant attempts to activate this feature, an error tone results.» An Attendant forwarded to an Unavailable Attendant is also considered to be in the Unavailable Attendant mode.» When there is a queued Attendant call, the Unavailable Attendant station s [HOLD] button will flash, but no audible ring is provided and the station cannot retrieve the call. When an Attendant changes from Unavailable to Available status, any queued Attendant calls are available to the Attendant.

36 2-10 Attendant Features Attendant Call Forward Description The attendant can call forward to another station. Operation The Attendant Call Forward procedure is the same as the forward procedure of a station. To activate Attendant Call Forward (series-3000 phone): 1. Lift the handset or press [SPEAKER]. A dial tone is received. 2. Press [FWD] or dial feature code [554]. 3. Dial desired Call Forward code (1-4). 1 = Unconditional (All calls) 3 = No Answer 2 = Busy 4 = Busy / No Answer 4. Dial the Station number to which forwarding is desired. A confirmation tone sounds, the [FWD] LED flashes at 30 ipm, and the Station goes to an idle status automatically. To activate Attendant Call Forward (series-7000 phone): 1. Dial feature code [554] or go off hook and press the FWD softkey. 2. Dial desired Call Forward code (1-4). 1 = Unconditional (All calls) 3 = No Answer 2 = Busy 4 = Busy / No Answer 3. Dial the Station number to which forwarding is desired. A confirmation tone sounds. To deactivate Attendant Call Forward (series-3000 phone): While in an idle status, press [FWD]. -or- While in an off-hook status, press [FWD] and dial [#]. The [FWD] LED extinguishes. To deactivate Attendant Call Forward (series-7000 phone): Dial [554] or go off hook and press the FWD softkey, then dial [#]. Condition» If an Attendant (Main or System) uses the Unconditional Call Forward option, the forwarded station user receives all capabilities of the attendant (unless forwarded to an SLT station). In other cases (busy, no answer, busy / no answer), the forwarded station only serves to receive attendant calls and the forwarded station cannot activate Attendant features.

37 Attendant Features 2-11» If Unconditionally Call Forwarded to an SLT station, the SLT user can only process Attendant calls and recalls. An SLT station user cannot activate Attendant features.» When an Attendant cancels the forward, the previously forwarded station loses the capability to activate Attendant features.» Attempts to forward to another Attendant are not possible when other Attendants are unavailable. Related Features Call Forward Attendant Positions Description The Telenium IP System can have a maximum of four Attendants in an MFIM system or five Attendants in an MFIME system. Each Attendant position must be equipped with an IP LCD KTU. These positions may also include multiple DSS Consoles. The two types of Attendants are the System Attendant and Main Attendants. SYSTEM Attendant - The first programmed station in the Attendant Group is the System Attendant. In addition to Main Attendant features, the System Attendant can access System Attendant Programming, Admin Programming, and Ring Mode control. MAIN Attendant - The first station programmed in System Administration Programming is the System Attendant. Additional Attendants are Main Attendants. Conditions» By default, the first Attendant (System Attendant) is assigned as Station 100 (logical number). Others Attendants are not automatically assigned to a station number.» Attendant calls (dialing [0]) and recalls are routed to the first available Attendant.» Only the System Attendant can access System Attendant Programming and System Admin Programming. Hardware IP Keyset

38 2-12 Attendant Features Attendant Recall Description Unanswered or abandoned CO/IP calls which remain unanswered for the Hold or Transfer Hold timer period, as appropriate, will recall the station placing the call on hold. If the call remains unanswered for the assigned Attendant Recall time, the first available Attendant also receives recall. The Attendant and station receive the recall signal for the Attendant Recall Timer period, after which the system disconnects and returns the CO/IP line to idle. Operation Attendant recall operation is automatic. Conditions» Recall to the attendant appears on the direct {CO} button. If there is not {CO button, the call is presented to the {LOOP} button» Exclusive Hold changes to System Hold when recall is activated to an attendant who is not in an Attendant Unavailable status.» CO lines marked private will not recall the attendant unless the attendant has an appearance of that line.» If the I-Hold Recall Timer is set to 0, recall is disabled. Related Features Call Transfer - page 2-94 Hold - page Attendant Station Program Codes Description Using the Attendant Station Program Codes the System Attendant can print SMDR and Traffic reports on-demand, enter Authorization Codes, control certain user features, record VSF AA announcements, enable/disable Auto Ring Mode Selection. Items are available using the Program Code directly or by scrolling in a multi-level display menu. The following indicates the menu displays, including the digit for selecting the item, the item description and further required entries.

39 Attendant Features 2-13 The various levels of the display menu are indicated by indentation. [01] Print [1] SMDR [1] Print SMDR (Sta Base) station range input [2] Delete Station Base station range input [3] Display Call Charge station number input [4] Abort Printing [5] Print Lost Call [6] Delete Lost Call [2] Traffic [1] Print All Summary select analysis time & type [2] Print All Periodic enter print time [3] Abort Periodic Print [4] Print Atd Traffic select analysis time & type [5] Print Call Summary [6] Print Call Hourly [7] Print H/W Usage select analysis time & type [8] Print CO Summary [9] Print CO Group Hourly enter CO Grp number [02] COS [1] Set ICM Only Mode enter station range [2] Restore COS enter station range [03] Authorization [1] Register Authorization enter station [2] Erase Authorization enter station

40 2-14 Attendant Features [04] Date And Time [1] System Date Time Set [2] LCD Date Mode Change [3] LCD Time Mode Change [4] Atd Set Wakeup Time register wakeup time Sta range [5] Atd Wakeup Disable erase wakeup time station range [05] Message [1] Pre-select Msg Reg enter station range [2] DND/FWD/Msg Cancel enter station range [3] Sys Custom Msg Reg enter station range & msg (11-20) [06] Rec VSF Announcement enter VSF AA announcement ( ) [07] Supplementary [1] Register Sta Name enter station number and name [2] Isolate CO Fault press CO flex btn (toggle) [3] Auto D/N/T Pgm Auto Ring Mode (1:on/0:off) [4] Ext Port#1 BGM En/di select enable/disable [5] Ext Port#2 Bgm En/di select enable/disable [6] LCD Display Language

41 Attendant Features 2-15 Operation To activate a User Program Code feature or function. 1. Press [PGM]. The User Program Menu displays. 2. Dial [0] to access the Attendant Station Program Codes. 3. Enter desired code and additional inputs as required; e.g., to Print SMDR (Stn Base), enter [0111] followed by the station range, -or- Use [VOL ] to display the desired menu item, then dial the digit indicated for the item and enter additional inputs if required. Related Features Authorization Codes - page 2-16 Auto Ring Mode Selection Background Music - page 2-79 Custom Messages - page Dial By Name - page Pre-selected Messages - page SMDR - page Station Speed Dial - page System Clock Set - page 2-40 Temporary Station COS Change (Station Lock) - page Traffic Analysis - Overview - page 2-41 Voice Store & Forward (VSF) - page 2-48

42 2-16 Attendant Features Authorization Codes Description Authorization Codes provide a means to control access to VSF-VM, Remote Call Forward, Off-Premise, Walking COS, or DISA and may be required for CO/IP access based on the system database. An Authorization Code must be dialed that matches a stored Authorization Code. The dialed Authorization Code will be included in the SMDR call record. The System Attendant assigns Station Authorization Codes. The System Administrator enters System Authorization Codes via Admin programming. When a Station Authorization Code is entered, the system applies the associated Station Class of Service. When a System Authorization Code is entered, the system will apply the DISA COS for DISA and Call Forward, Off-Net calls and Station COS 1 for all other uses. Operation SYSTEM ATTENDANT To assign a Station Authorization Code: [PGM] + [031] + Station Number + Password (up to 12 digits) + [SAVE] To delete Station Authorization Code(s): [PGM] + [032] + Station Range + [SAVE] USER To enter the Authorization Code: Enter the Station Authorization Code. -or- Dial [ ] and then enter a System Authorization Code.

43 Attendant Features 2-17 Conditions» When a DISA Line is marked for Authorization Code entry, the caller will hear a DND Warning tone and must dial an Authorization Code to access the DISA feature. The DISA user may retry entry of an Authorization Code in case of error based on the DISA Retry counter.» Authorization Codes may be entered at any station to place a CO/IP call (Walking COS).» The maximum number of Authorization Codes system-wide is 200 entries for MFIM systems and 600 for MFIME systems.» Duplicate Authorization Codes are allowed.» CO/IP Groups can be marked to deny access until a valid Authorization Code is entered. In this case, a second dial tone is provided when the CO/ IP Group access code is dialed. If the Authorization Code is invalid, an error tone sounds.» Any numeral can be used to create an Authorization Code. The [#] symbol cannot be used as part of an Authorization Code. Related Features Account Code - page 2-3 Call Forward, Off-Net - page 2-18 CO/IP Line Access - page CO/IP Line Groups - page Direct Inward System Access - page Temporary Station COS Change (Station Lock) - page Walking COS - page 2-122

44 2-18 Attendant Features Call Forward CO/IP Call Off-Net Description The System Attendant can forward incoming CO/IP calls to an Off-Net location. Calls are automatically forwarded to a Speed Dial Bin to connect the incoming call to an outside number in an unsupervised conference. Operation SYSTEM ATTENDANT To activate Off-Net Forward of incoming CO/IP calls to an outside number (3000-series phone): 1. Lift the handset or press [SPEAKER]. 2. Press [FWD]. 3. Dial Off-Net Forward feature code [5]. 4. Dial CO/IP Line number or Line Group number. 5. Dial the Speed Dial Bin to be used to place outgoing call. The LED of any Off-Net Call Forward {CO/IP} flexible button at the Attendant stations will flutter. To activate Off-Net Forward of incoming CO/IP calls to an outside number (7000-series phone): 1. Dial [554] or go off hook and press the FWD softkey. 2. Dial Off-Net Forward feature code [5]. 3. Dial CO/IP Line number or Line Group number. 4. Dial the Speed Dial Bin to be used to place outgoing call. The LED of any Off-Net Call Forward {CO/IP} flexible button at the Attendant stations will flutter. To deactivate CO/IP Off-Net Call Forward (3000-series phone): 1. Lift the handset or press [SPEAKER]. 2. Press [FWD] or dial forward code [554]. 3. Dial Off-Net Call Forward code [5]. 4. Dial CO/IP Line number or Line Group number. 5. Dial #. To deactivate CO/IP Off-Net Call Forward (7000-series phone): 1. Dial forward code [554] or go off hook and press the FWD softkey. 2. Dial Off-Net Call Forward code [5]. 3. Dial CO/IP Line number or Line Group number. 4. Dial #.

45 Attendant Features 2-19 Conditions» The System Attendant can forward any CO/IP line, CO/IP Group or all CO/IP calls using the appropriate CO/IP dial access code. In addition, a flexible button assigned to a CO/IP line or groups may be forwarded using assigned flexible buttons.» The following feature conditions also apply: Call Forward Off-Net and Unsupervised Conference. Related Features Call Forward - page 2-82 Unsupervised Conference - page 2-110

46 2-20 Attendant Features Attendant Call/Queuing Description Any station can call Attendant by dialing the Attendant Call code [0]. When an Attendant call experiences a busy, the call is queued to the Attendant group. The call will be delivered to the first available Attendant. Operation To make a call to the Attendant: Dial Attendant Call Code [0]. Conditions» Call routing order follows the order of entry in the Attendant Assignments, PGM 164.» The Attendant is informed of a queued Attendant call by the [HOLD] LED flashing. The calling intercom party will receive a ring-back tone or Music On Hold, as specified.» Calls to an Attendant s station number are received by the Attendant as with any intercom call.» When an Attendant dials another Attendant station number and receives a busy tone, Camp On can be used like a normal intercom call. Related Features Attendant Positions - page 2-11 Intercom Call (ICM Call) - page 2-142

47 Attendant Features 2-21 Day / Night / Timed Ring Mode Description Only the System Attendant can place the system into Day / Night / Timed Ring service mode, allowing ring assignments and answering privileges based on the system Day and Night assignments. The two methods of changing the ring mode are manually and automatically. The manual method uses the [DND] button to select the desired Day, Night, or Timed Ring Mode. The automatic method uses only day and night start time values that are set in PGM 233 of Admin programming. Default start time values are shown in the following table: Operation Date Day Start Time Night Start Time Timed Start Time Mon 09:00 18:00 --:-- Tues 09:00 18:00 --:-- Wed 09:00 18:00 --:-- Thu 09:00 18:00 --:-- Fri 09:00 18:00 --:-- Sat --:-- 00:00 --:-- Sun --:-- 00:00 --:-- To change Day / Night / Timed Ring Mode manually: 1. Press [DND] once while in Day Mode. The [DND] LED light flashes at 60 ipm - Timed Mode is active. 2. Press [DND] once while in Timed Ring Mode. The [DND] LED light is steady-on - Night Mode is active. 3. Press [DND] once while in Night Mode. The [DND] LED light is off - Day Mode is active. To enable/disable the automatic ring mode: 1. Press [PGM]. The [PGM] LED flashes at 60 ipm and the [SPEAKER] LED lights steady. 2. Dial the Attendant Station Program code [073]. 3. Dial [1] to enable or [0] to disable the automatic ring mode.

48 2-22 Attendant Features Conditions» Only the System Attendant can change Day / Night / Timed Ring Mode manually and program the Day / Night / Timed Ring Table.» Stations receive incoming ring for CO lines based on the database assignments and the system mode (Day / Night /Timed) when the call arrives.» When Auto Ring Mode is enabled and the Day / Night / Timed Ring Table (PGM 233) is programmed, the ring, COS and CO/IP access mode is changed automatically based on the times assigned in the table.» The System Attendant always has manual control of the System mode by enabling/disabling the Auto Ring Mode Selection. Programming CO Base CO Line Ring Assignment (PGM 144) System Base External Control Contact (PGM 168) Day/Night/Timed Ring Table (PGM 233) Related Features CO/IP Line Ring Assignment - page Dialing Privileges - page System Clock Set - page 2-40

49 Attendant Features 2-23 Disable CO/IP Outgoing Access Description The System Attendant can place CO/IP lines out-of service, disabling outgoing calls on the CO/IP path. This is normally done if an undetectable fault interrupts service on a CO/IP path. Incoming calls continue to be processed normally. Operation SYSTEM ATTENDANT To disable/enable Outgoing CO/IP access (toggle): 1. Press [PGM]. The [PGM] LED flashes and [SPEAKER] LED lights steady. 2. Dial the Attendant Station Program code [072]. Confirmation tone sounds. 3. Press the {CO} flexible button of the line(s) to be disabled. Confirmation tone sounds and the status for the selected lines is changed. Conditions» Only the System Attendant can activate this feature.» If the desired CO/IP line is in use, the System Attendant may still disable the CO/IP line. The feature will take effect after the desired CO/IP line goes to idle.» Once the line is disabled, all Attendant appearances for the disabled CO/IP line will flash at a 240 flutter rate. All other stations will show the CO/IP line as busy (LED ON) and a busy tone will sound if the disabled {CO} button is pressed.» The CO/IP line outgoing access status is stored in battery-protected memory in case of a power failure.» Multiple CO/IP lines may be enabled/disabled without redialing the Attendant Station Program code. Confirmation tone sounds after each CO/IP line is enabled/disabled.» When fault is detected from gateway for analog CO lines, these CO lines are disabled for outgoing access automatically.» Incoming calls on a disabled CO/IP line will continue to operate normally. Related Features Attendant Positions - page 2-11

50 2-24 Attendant Features DND Override Description A station in the DND mode cannot generally receive an incoming call. However, both the Attendant and the Secretary station of an Executive/Secretary pair may override the DND status to signal the station of an awaiting call. ATTENDANT OR SECRETARY To activate the DND Override, while receiving DND tone: Dial the last digit of the dialed station number, -or- Press the {CAMP ON} flexible button. The call signals at DND station and the DND warning tone changes to a ringback tone at the Attendant/Secretary station. To assign a {Camp On} flexible button: [PGM] + {Flex} + [PGM] + [88] + [SAVE] Conditions» An Attendant may use Override to transfer a CO/IP call to a station in DND. Related Features Do Not Disturb - page Executive/Secretary Pairs - page Intrusion - page 2-37

51 Attendant Features 2-25 DSS/BLF Consoles Description The system allows DSS/BLF Consoles to be installed and associated with a station (up to 3 per station in an MFIM system and 9 per station for an MFIME system). Each button on the console can be flexibly assigned as CO line, IP call, or feature key. For ease of programming, each console is assigned to one of three maps in the database. The user or Administrator may then change individual flexible buttons as desired. Operation of the DSS/BLF Console flexible buttons is the same as flexible buttons on the IP Keyset. Conditions» The DSS/BLF Console is assigned to operate in connection with a station.» There is no limit to the number of DSS/BLF units in a system. The button assignment of each map is fixed as follows: Flex 1 Intrusion Flex 2 All Call Page Flex 3 Call Park 01 Flex 4 Hunt Pilot 620 Flex 5 Camp On Flex 6 Int All Call Page Flex 7 Call Park 02 Flex 8 Hunt Pilot 621 Flex 9 Monitor Key Flex 10 Ext All Call Page Flex 11 Call Park 03 Flex 12 Hunt Pilot 622 Flex 13 Sta 100 Flex 14 Sta 101 Flex 15 Sta 102 Flex 16 Sta 103 Flex 17 Sta 104 Flex 18 Sta 105 Flex 19 Sta 106 Flex 20 Sta 107 Flex 21 Sta 108 Flex 22 Sta 109 Flex 23 Sta 110 Flex 24 Sta 111 Flex 25 Sta 112 Flex 26 Sta 113 Flex 27 Sta 114 Flex 28 Sta 115 Flex 29 Sta 116 Flex 30 Sta 117 Flex 31 Sta 118 Flex 32 Sta 119 Flex 33 Sta 120 Flex 34 Sta 121 Flex 35 Sta 122 Flex 36 Sta 123 Figure 2-1: DSS Map 1 (MFIM & MFIME) Flex 37 Sta 124 Flex 38 Sta 125 Flex 39 Sta 126 Flex 40 Sta 127 Flex 41 Sta 128 Flex 42 Sta 129 Flex 43 Sta 130 Flex 44 Sta 131 Flex 45 Sta 132 Flex 46 Sta 133 Flex 47 Sta 134 Flex 48 Sta 135