IVX SClass Admin Guide - Integrated Telephone Systems Of

IVX SClass Admin Guide - Integrated Telephone Systems Of
Administrator’s Manual
0450-0458
Rev. D
About ESI
ESI (Estech Systems, Inc.) is a privately held corporation based in Plano, Texas. Founded in 1987, ESI
designs and builds innovative telecommunications products for businesses like yours. Because of their
powerful combination of value and features, ESI products are consistently recognized by industry
publications and leaders.
Copyright © 2004 ESI (Estech Systems, Inc.).
IVX is a registered trademark, and Esi-Dex, Integrated Answering Machine, and Verbal User’s Guide are trademarks, of ESI.
CompactFlash is a registered trademark of SanDisk Corporation. Motorola and ColdFire are registered trademarks of Motorola, Inc.
Texas Instruments is a registered trademark of Texas Instruments Corporation. Rayovac is a registered trademark of Rayovac
Corporation. Act! is a registered trademark of Symantec Corporation. Goldmine is a trademark of Goldmine Software Corporation.
Microsoft, Windows, NT and Outlook are registered trademarks of Microsoft Corporation. Velcro is a registered trademark of Velcro
Industries B.V. Panasonic and DBS are registered trademarks of Matsushita Electric Corporation of America. Smart Jack is a
trademark of Westell Technologies, Inc.
Information contained herein is subject to change without notice.
ESI products are protected by U.S. Patents No. 6,067,349 and 6,252,944, and others pending.
ESI is an ISO 9001:2000-certified company. Visit ESI on the Web at www.esi-estech.com.
Table of contents
Administrator programming: An introduction ............................................................................................A.1
Administrator duties ...............................................................................................................................................................A.1
Feature Phone overlays ........................................................................................................................................................A.3
Entering programming mode .................................................................................................................................................A.3
System programming overview .............................................................................................................................................A.4
Programming keys.................................................................................................................................................................A.4
Entering alphanumeric characters .........................................................................................................................................A.5
System fixed numbering plan ................................................................................................................................................A.5
Function 1: System parameters..................................................................................................................B.1
Function 13: Administrator password ......................................................................................................................................B.1
Function 14: System clock.....................................................................................................................................................B.2
Function 17: System speed-dial ............................................................................................................................................B.3
Function 3: Extension programming ..........................................................................................................C.1
Function 32: Extension feature authorization ........................................................................................................................C.1
Function 5: Voice mail programming..........................................................................................................D.1
Function 53: Guest/info mailboxes ........................................................................................................................................D.1
Function 54: Broadcast mailbox ............................................................................................................................................D.2
Answering Machine members — MB501 ..............................................................................................................................D.2
Function 55: Message notification .........................................................................................................................................D.3
Function 56: Cascade paging mailboxes...............................................................................................................................D.4
Function 6: Recording ................................................................................................................................E.1
Function 61: Re-record main greeting ...................................................................................................................................E.1
Function 62: Record directory names....................................................................................................................................E.2
Function 63: Message-on-hold (MOH) programming ............................................................................................................E.3
SMDR.......................................................................................................................................................... F.1
Tabular SMDR format .............................................................................................................................................................F.1
CSV SMDR format .................................................................................................................................................................F.1
Reporting conventions and rules ............................................................................................................................................F.2
Index
(This page included for pagination purposes only.)
IVX S-Class Administrator’s Manual
Administrator programming: An introduction
Administrator programming: An introduction
You can program an IVX S-Class system from a 24 or 48-Key Digital Feature Phone in the system (while
the system is operating). Read the S-Class User’s Guide first. Programming features require a clear
understanding of user interface and application.
Once you’ve accessed programming mode on a 24 or 48-Key Digital Feature Phone, the system will
prompt for — and confirm — each keystroke action via voice commands and the display. You program
both configuration data and recordings in the same manner.
Note: This manual uses the term Generation II to refer to IVX S-Class systems introduced in 2004.
Important:
During programming, the 24-Key Feature Phone’s two-line display shares the same content as
the top two lines of the 48-Key Feature Phone’s three-line display. As a result, to save space, the
sample displays shown herein will show only two lines.
References throughout this manual to separate PROGRAM and HELP keys are valid for only the
48-Key Digital Feature Phone. On the 24-Key Digital Feature Phone, the two keys are combined
into one PROG/HELP key, which is to be used in place of the separate keys.
Administrator duties
The System Administrator can perform the following tasks.
•
Administering station assignments.
•
Managing station feature authorization.
•
Maintaining the employee directory (if used).
•
Re-recording system prompts.
•
Administering manual change of day/night mode (if required).
•
Training new employees on the system’s operation
Telephone system features
• ESI Feature Phones — Compact and stylish, yet rugged, the 48-Key Digital Feature Phone and the
24-Key Digital Feature Phone each include a high-quality speakerphone, an informative multifunctional display, and a specially designed key layout with several dedicated keys to minimize or
eliminate the need to memorize codes. An Expansion Console is available for the 48-Key Digital
1
Feature Phone; and each 48-Key Feature Phone model includes an integrated headset jack. ESI
also offers the 12-Key Digital Feature Phone with similar design and basic functions. At least one 24or 48-Key Digital Feature Phone must be purchased with each S-Class system.
™
• Extensive help — Easily accessible with one press of the HELP key, ESI’s Verbal User’s Guide
uses spoken and displayed help prompts to help everyone from the Installer through the
Administrator down to the least experienced end user. You may also go to www.esiusers.com for
online help.
2
• Intelligent Caller ID — Allows one-touch automatic message return.
• Live call recording — Can record any conversation or personal memo along with moving or copying
1
of any recording to another user’s voice mailbox.
1
2
If shipped on or after March 1, 2004.
This and all other references to Caller ID service within this manual assume the end-user organization subscribes to Caller ID
service from its telephone service provider.
A.1
Administrator programming: An introduction
IVX S-Class Administrator’s Manual
• Call waiting — Includes helpful display, showing both calls’ Caller ID information, and easy one-key
toggling between calls.
• Conference calling — Includes two conference bridges, and a conference may contain up to four
parties, so the IVX S-Class system can support two conferences of four parties each. Analog phones
on the system also may initiate conferences.
™
• Esi-Dex speed-dialing — Calls any number using three separate lists (personal, station, and
2
system); uses Caller ID information or direct keypad entries.
• Dedicated overhead paging interface — Allows for external paging through overhead speakers or
multi-zone paging units (amplification required)
• 911 alert — Provides immediate line access if any station with line access dials 9 1 1 to report
an emergency; sends a message via the serial port indicating the start date, time, station number and
end-time of the 911; also sounds an audible warning at the operator station and displays, for example:
911 CALL FROM
X102 JOHN JAMES
• Status indicator lamp — Indicates three conditions of the 48- and 24-Key Digital Feature Phone:
off-hook, ringing, and new voice mail message.
Voice mail features
• Quick Groups™ — Makes it easy to leave voice mail messages for several users.2
• Quick Move™ — Records a conversation into another user’s mailbox.2
• Virtual Mailbox Key™ allows easy monitoring of a second mailbox.2
• Different mailbox types, including cascade, guest, and broadcast.2
• IVX S-Class with Integrated Answering Machine can record up to two simultaneous calls.
Messages can be retrieved by any authorized 12, 24 or 48-Key Feature Phone or remotely from an
off-premises location. The system can also be programmed to either call an off-premises number or
commercial network to deliver messages.
• Message-on-hold recordings — Up to five recording: three prerecorded, one customized, and one
live entry.
• Message Recycle Bin (undelete) — Remembers, and can restore, each mailbox’s 10 most recently
deleted messages. This feature is also available on the Integrated Answering Machine (mailbox 501).
VIP capability
IVX S-Class Generation II systems are capable of using ESI’s VIP (Visually Integrated Phone)™ — a
tool that integrates Microsoft® Outlook® and the IVX® phone system to help users meet the challenges of
today’s fast-paced business environment. VIP lets a user do all of the following from his/her PC:
• Call handling — Handling incoming and outgoing calls, in conjunction with various system features.
• Unified messaging — Viewing voice and e-mail messages, live call recordings, and personal
memos in one Outlook Inbox; prioritizing each message by importance; and selecting for playback
voice mail messages, in any order.
• Call Log — Viewing and printing a history of call activity from his/her station.
• Contact management — Having his/her contacts in a central location, which includes Outlook
Contacts, Station List, Company Speed Dial List, Missed Calls, and the VIP Quick Call list.
• User programming — Programming his/her station from his/her PC.
1
2
Not available on 12-Key Feature Phone.
Not available on 12-Key Feature Phone.
A.2
IVX S-Class Administrator’s Manual
Administrator programming: An introduction
Feature Phone overlays
Each ESI Feature Phone comes with one overlay for the programmable feature keys. To order
additional overlays, visit the DESI™ Web site at www.desi.com. You can also download the free
®
Windows -based software, DESI Lite, which allows you to print on the overlays. For assistance with
DESI products, please consult the DESI Web site.
Tip:
Remember that ESI’s Esi-Admin software, available from your ESI Reseller, also lets you print on the
overlays as well as perform certain programming tasks.
Entering programming mode
You may program from any 24-Key or 48-Key Digital Feature Phone1 in the system:
2
1. Press PROGRAM at any digital station. The normal station programming menu prompts will begin
to play.
2. Press HOLD. The “enter password” prompt will play.
3. Enter the Administrator password (default is 4 5 6). Then, to confirm the password, either press #
or wait two seconds. You are now in programming mode. The extension will be automatically
placed in DND.
4. The system will play the system programming menu. Follow it to program as you wish.
5. When finished, hang up.
Note: The system will automatically exit programming mode after 10 minutes of inactivity.
Example: If your Administrator password is 864, enter programming mode by pressing PROGRAM HOLD
8 6 4 #. (To exit programming mode, hang up.)
1
2
Although a 12-Key Feature Phone allows you to enter Administrator programming, we don’t recommend that you use a 12-Key
Feature Phone for programming because of its one-line display and small number of programmable feature keys.
Or, if using the 24-Key Feature Phone, press PROG/HELP.
A.3
Administrator programming: An introduction
IVX S-Class Administrator’s Manual
System programming overview
The following menus show the programming functions available on S-Class systems. For S-Class with
four-port or two-port voice mail, see the first menu; for S-Class with Integrated Answering Machine, refer
to the second menu.
Programming menu for S-Class with voice mail and auto attendant
1 System parameters
13 Administrator password
14 System clock
141 Set time/date
142 Automatic time setting
17 System speed-dial
3 Extension programming
32 Extension feature authorization
5 Voice mail programming
53 Guest/info mailboxes
55 Message notification options
551 Station delivery options
552 Delivery/paging parameters
56 Cascade paging mailboxes
6 Recording
61 Record system prompts
62 Record directory names
63 MOH programming
631 MOH source
632 Record MOH
633 MOH volume
Programming menu for S-Class with Integrated Answering Machine
1 System parameters
13 Administrator password
14 System clock
141 Set time/date
142 Automatic time setting
17 System speed dial
3 Extension programming
32 Extension feature authorization
5 Voice mail programming
54 Answering Machine Member
55 Message notification options
6 Recording
63 MOH programming
631 MOH source
Programming keys
During programming, the first line of the display will show the current item being programmed, and the
second line will be the entry line. You can enter values as directed by the combination of the voice
prompts and display. To enter multiple values, such as a list of extension numbers, separate each value
by # (to exit the list, enter # #).
To...
Press ...
Enter
#
Back up (i.e.,
reverse direction)
Delete
Exit
Help
Select/scroll
½
HOLD
[Hang up]
HELP
▼
(left-side
scroll key)
▲
(right-side
scroll key)
What this does
Confirms new or existing entry and advances to next
programming step.
Backs up to previous prompt without changing its value.
Deletes data or recording.
Exits programming mode and removes extension from DND.
Provides more detailed instructions during programming.
• During entry of a value, backs up.
• If a list is present (“>” is displayed), scrolls to left.
• Selects from options presented.
• If a list is present (“>” is displayed), scrolls to right.
• Inserts a space during entry of a name.
Note: Either < or > in the display indicates that additional choices or values are available by pressing a
corresponding scroll key (▼or ▲).
A.4
Administrator programming: An introduction
IVX S-Class Administrator’s Manual
Entering alphanumeric characters
You enter names for extensions, departments, and branch IDs by pressing the dial pad key that
corresponds to the character to be entered. The key’s possible entries will change each time the key is
pressed, and the display will show this. When the desired character appears on the display, press # to
confirm; the cursor will move to the next character position. You may move the cursor left (to correct
an entry) by pressing the left scroll key (▼) or move right (to add a space) by pressing the right scroll
key (▲).
Key
0
1
2
3
Options
0, - (hyphen), _ (underline)
Q, Z, 1, “_” (space)
A, B, C, 2
D, E, F, 3
4
G, H, I, 4
5
6
J, K, L, 5
M, N, O, 6
Key
7
8
9
▼ (left
scroll key)
▲ (right
scroll key)
#
##
Options
P, R, S, 7
T, U, V, 8
W, X,Y, 9
Backs up and erases
Adds a space
[Enter]
Ends the name
Example: To enter a B, press 2 twice (the possible options to scroll through are A, B, C and 2). When B is
displayed, press # to confirm; the cursor will move to the next character to be entered. To complete
the name, press # #.
System fixed numbering plan
Numbers
Generation II
Generation I
0
1–16
100–131
132–139
199
0
1–16
100–123
124–129
199
290–299
300–309
500
520–529
560–580
590–594
600–699
Function
Operator
CO lines
Digital extensions
Analog extensions
Overhead paging port
Department numbers
Guest/info mailboxes
Broadcast mailbox
Cascade mailboxes
Feature codes
MOH recordings
System speed-dial
A.5
Administrator programming: An introduction
IVX S-Class Administrator’s Manual
This page included for pagination purposes only.
A.6
IVX S-Class Administrator’s Manual
Function 1: System parameters
Function 1: System parameters
Function 13: Administrator password
This will display the existing password and prompt for entry of a new password. The password can be
2–8 digits long, followed by #. The default Administrator password is 4 5 6.
Note: Be sure to write down the new password, and store it in a safe place.
Accessing user station programming
Should a user forget his password or if an employee leaves the organization, this feature allows the
Installer or Administrator to enter a user's station programming and operate within it as if he were the
user. From the user’s station, enter the Administrator password when the system prompts for the
user password.
Example: From station 105, entering 4 5 6 # instead of the user password (1 0 5 #) will enter the station’s user
programming. (Default Administrator password shown for this example).
B.1
Function 1: System parameters
IVX S-Class Administrator’s Manual
Function 14: System clock
Function 141: Set time/date
1. Enter a new time in a twelve-hour format.
Example: Enter 1 2 3 3 for 12:33, or 3 1 5 for 3:15 (note that you need no leading zero for the time).
2. Select AM or PM by pressing a scroll key (either ▼or ▲).
3. Enter a new date in an eight-digit format, including leading zeroes.
Example: Enter 0 7 0 4 2 0 0 3 for July 4, 2003 (note that leading zeroes are required here, unlike in
Step 1).
4. Press # to finish the entry.
Note: A built-in battery maintains the correct time and date, even in the event of a power loss.
Function 142: Automatic time setting
1. Synchronize with CID
This function, when enabled, synchronizes the real-time clock with Caller ID (CID) messaging:
call processing compares the time of a CID message to the system real-time clock and, if the
difference is more than two minutes, resets the real-time clock to match the time (hours and
minutes) of the CID message. The system will analyze each such message (or — if it receives
more than four calls with CID information within a one-minute period — as is needed). Select
ENABLE or DISABLE by pressing a scroll key (either ▼or ▲). Choosing ENABLE will allow the
CID data to update the time and date.
Default: Enabled.
2. Adjust for Daylight Savings Time
This function, when enabled, causes the real-time clock to adjust itself automatically for
Daylight Savings Time (DST). Select AUTO or DISABLE for DST by pressing a scroll key
(either ▼or ▲). Choosing DISABLE is best for those areas that don’t observe DST.
Default: Disabled.
B.2
Function 1: System parameters
IVX S-Class Administrator’s Manual
Function 17: System speed-dial
Up to 100 system speed-dial names and associated numbers can be stored, in location numbers 600–699,
for access by any station. A user can initiate a system speed-dial by dialing the speed-dial location number
or by accessing the name through the Esi-Dex feature. In Function 32, access to system speed-dial can
be denied to individual stations (see page C.1).
Note: System speed-dialing overrides toll restrictions (Function 32, page C.1).
1. Enter the 3-digit location number to program,
2. Enter a ten-character name (see “Entering alphanumeric characters,” page A.5).
3. Enter the number to be dialed (including the line group 9, 8, or 7). Press the left scroll key (▼) to
delete any character or digit entered in error. Here’s an example:
1.
Speed Dial #
601
2.
Name
AUTO RENTL
3.
Number
915552221212
The number dialed in Step 3 can be up to 30 digits long including the following special codes:
Code
#
½
F
P
What it produces
# DTMF tone
½ DTMF tone
Flash hook
2-second pause
To insert a special code, press the right scroll key (▲) to select the desired special code: # , ½ , F or P.
Press # to confirm the inserted character and continue. Press # # to complete the entry.
Use the down arrow key (▼) to backspace.
Once the number is saved you can use the scroll keys to move back and forth to view the number. To
edit the number, you must delete it and enter the correct number.
Example: To create a system speed-dial number that dials 9, then 972-555-5644, then pauses for
four seconds and finally dials #104, enter:
9 9 7 2 5 5 5 5 6 4 4 (then scroll to) P # (then scroll to) P # (then scroll to) # # 1 0 4 #
Deleting a speed-dial number
To delete an entire speed-dial number and name, delete the location number (6 X X) by pressing HOLD
or the left scroll key (▼) during Step 1 in the speed-dialing procedure described above.
B.3
Function 1: System parameters
IVX S-Class Administrator’s Manual
This page included for pagination purposes only.
B.4
Function 3: Extension programming
IVX S-Class Administrator’s Manual
Function 3: Extension programming
This section provides programming for extensions and department groups.
Important:
Where any gray shading (■) appears in an example, it represents values either unavailable to
the function or unused in the particular example.
Function 32: Extension feature authorization
The Installer or Administrator can allow or deny many extension features on an extension-by-extension
basis. A User, however, can only program and use allowed features (by using a combination of voice
and display prompts) from his/her phone. Here is an example of a completed programming worksheet.
This assumes a Generation II system (for Generation I, change the last extension below to 124). The
programming sequence is:
1.
Ext.
2.
Name
XXX
100
101
102
132
Default
Jane
Roger
Sally
Bill
3.
1
Live recording
4.
Toll allow
5.
Sys. spd.-dial
6.
Ext. fwdg.
7.
Ext. fwdg. to toll #
8.
Trk-to-trk
Y
Y
Y
N
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
The programming steps are:
1. Extension number — Enter the extension number to program.
2. Extension name — Name the extension (if not previously named in Function 31 by the Installer).
For each of the following features, press a scroll key (▼ or ▲) to select YES or NO.
3. Live recording feature — If enabled, will allow the user to record conversations.
4. Toll restriction — “YES” allows the user to place toll calls. If you select “NO,” the user can make
only either non-toll calls or calls to numbers listed in the allow exception table.
5. System speed-dial — “YES” allows the user to access and place system speed-dial calls.
6. External forwarding — Allows the station user to enable the off-premises “reach-me” feature. The
off-premises reach-me feature allows a caller that has been forwarded to voice mailbox to be
transferred to an outside number. See the IVX S-Class User’s Guide for more information about the
Off-Premises reach-me feature.
Default: Disabled.
7. External forwarding — This feature is used in conjunction with external forwarding. When enabled,
this feature lets the user program a long-distance number for external call forwarding.
Note: After the system dials the external forwarding number, a prompt will be played saying, “You are
receiving a forwarded call. Press any key to accept.” This prompt will play continuously for 30 seconds.
If the forwarded call is answered and the called party dials a digit, the forwarded call will be connected
to the called party. If no digit is dialed, the caller is automatically forwarded to voice mail. While the
two lines (trunks) are connected, the system constantly monitors the lines for open loop conditions
(hang-up). If an open loop is detected on either line, the call is disconnected. The system also monitors
for voice activity on the connected lines. If voice is no longer detected, the call is disconnected.
Finally, if both lines are connected for more than 60 minutes2, the call will be disconnected.
1
2
Not available on 12-Key Feature Phone.
The default timer can be made longer or shorter.
C.1
Function 3: Extension programming
IVX S-Class Administrator’s Manual
8. Trunk-to-trunk transfer — When enabled, this lets the station user initiate a trunk-to-trunk transfer.
The user, while connected to a CO line, can press TRANSFER, dial an off-site number and then
complete the trunk-to-trunk transfer by simply hanging up. Both outside parties are then connected.
Default: Disabled.
Important:
C.2
USE OF FEATURES, SUCH AS TRUNK-TO-TRUNK TRANSFER, THAT REQUIRE TRUNK-TO-TRUNK
CONNECTIONS WILL INCREASE THE RISK OF TOLL FRAUD. IN NO EVENT SHALL ESI (ESTECH
SYSTEMS, INC.) BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL OR CONSEQUENTIAL
DAMAGES WHATSOEVER INCLUDING, BUT NOT LIMITED TO, FRAUDULENT TOLL CHARGES,
LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTIONS OR ANY OTHER COSTS OR
DAMAGES RELATED THERETO ARISING FROM THE USE OF THESE FEATURES.
IVX S-Class Administrator’s Manual
Function 5: Voice mail programming
Function 5: Voice mail programming
To simplify initial installation, all programmed extensions will automatically have the generic personal
greeting, “You have reached the mailbox for extension [xxx].” The mailbox user should replace this with
a personalized greeting. Each mailbox must have a greeting recorded for IVX S-Class to consider the
mailbox active.
Function 53: Guest/info mailboxes
Note: Not available on IVX S-Class with Integrated Answering Machine.
Mailboxes numbered 300–309 can be programmed as either a guest or info mailbox. Enter the mailbox
number and select Guest or Info by pressing a scroll (▼or ▲) key.
Guest mailboxes
Guest mailboxes are designed to be used by personnel, such as in outside sales or manufacturing,
who do not have an extension assigned to them. A guest mailbox requires no programming other than
the assigning of a name.
Note: A guest mailbox can be handled like a regular extension (i.e., listed in the directory, assigned a station
key, etc.), and is password-protected by default.
If a programmable feature key is programmed as a virtual mailbox key with a guest mailbox number, the
key’s LED will blink, to indicate that new messages exist.1 To retrieve messages from a station, press
VOICE MAIL ½ and then either press the DSS key or enter the mailbox number.
To record a greeting, press PROGRAM ½ and the mailbox number; then press # to confirm, and follow
the prompts. The default password is the mailbox number.
To retrieve messages from the outside, press ½ and the mailbox number during the Main Greeting.
Default: 300–309 as guest.
Info mailboxes
Info mailboxes can be used to give callers information on a variety of different subjects by “publishing”
these mailbox numbers. Info Mailboxes are identical to Guest Mailboxes except that the caller will not
be given a record tone after the personal greeting (the information to be played). Instead, the caller will
be forwarded as programmed in this function (default is the caller will be disconnected after the
information is played). The maximum length of the record time is 14 minutes.
Guest/info mailboxes are created or deleted here, but are turned “on” only when a personal greeting (the
information to be played) has been recorded. Deleting the personal greetings will turn “off” the mailbox.
To record a greeting, press PROGRAM ½ and the mailbox number; then press # to confirm, and follow
the prompts. The default password is the mailbox number.
(Continued)
1
Otherwise, the key is a DSS key that allows for single-key transfer of a call with no message indication.
D.1
Function 5: Voice mail programming
IVX S-Class Administrator’s Manual
Below is an example of a completed Programming Worksheet, showing the sequence of programming:
1.
MB
300
302
2.
Name
Dana
Literature
3.
Type
Guest
Info
4.
CF day
5.
CF night
X/MB/ID
X/MB/ID
Each programming step is defined as follows:
1. Mailbox number — Enter a mailbox number, 300–309.
2. Name — The mailbox name is used for the display, reports, and as a programming aid. The name
length can be no longer than 10 characters (see “Entering alphanumeric characters,” page A.5).
Default: The Mailbox number.
3. Type — Select a mailbox type: Guest or Info.
Default: Guest.
4. and 5. Call forward (info mailbox only) — An info mailbox can be set to call forward after the
personal greeting has played to an extension, department, a mailbox or a branch ID for day mode
and differently for night mode.
Default: ID9999 (automatic disconnect).
Function 54: Broadcast mailbox
Note: For S-Class systems with voice mail and auto attendant. Not available on IVX S-Class with Integrated
Answering Machine.
Mailbox 500, the broadcast mailbox, is a special mailbox that can be used to leave messages for all of
1
the system’s station users — extensions 100–131 who have recorded a personal greeting. The
broadcast mailbox’s user list cannot be edited. Guest mailboxes are not included in the broadcast group.
Refer to the IVX S-Class User’s Guide for more information.
Answering Machine members — MB501
Note: Applicable only to IVX S-Class with Integrated Answering Machine
The Integrated Answering Machine can record up to two simultaneous calls. When a message is left,
the message indicator on the 24- or 48-Key Feature Phone will light. Messages can be retrieved by any
authorized 24- or 48-Key Feature Phone or remotely from an off-premises location. Only one user can
access the mailbox at a time. The system can also be programmed to either call an off-premises
number to deliver messages.
The first member in the Master List is allowed to program the Integrated Answering Machine via the
PROGRAM key. This station is designated as the Master Station. All other users will only be able to
play and delete messages. Only a 24- or 48-Key Digital Feature Phone can be installed on an extension
designated as the Master Station. However, a 12-, 24-, or 48-Key Digital Feature Phone can be installed
on an extension in the master list.
Default: Extension 100.
1
On IVX S-Class Generation II; 100–123 on IVX S-Class Generation I.
D.2
Function 5: Voice mail programming
IVX S-Class Administrator’s Manual
Function 55: Message notification
On a mailbox-by-mailbox basis for user or guest mailboxes, the system can be programmed to call an
off-premises number or another extension to deliver messages or dial to an external commercial paging
network to activate a user's pager. IVX S-Class will call or page when the first new message has been
left in a mailbox and will repeat (at the interval of minutes programmed in this function) until the new
message(s) have been deleted, saved or moved.
The user can program either a phone or pager number.
The Installer and Administrator can set, on an individual-station basis:
•
The number to be called
•
A delay period
•
The number of attempts (maximum of 99)
•
The interval between attempts
•
A “quiet period" to suspend phone delivery — e.g., late at night (the quiet period is an on-and-off
time that applies to all days of the week)
Note: Only pager or phone notification can be programmed, not both.
Function 551: Station delivery options
Programming of the station options, as shown below, can be performed by the Installer or
Administrator. In addition, the user can change his phone number and pager number (but not phone
or pager delay time). The phone number’s maximum length is 24 digits.
1. Phone
2. Pager
1.
Number
9725556789
9725551234
2.
Delay
30
0
3.
Attempts
6
10
4.
Interval
60
30
5.
Quiet on
10:30PM
6.
Quiet off
7:15AM
To program, enter the station/extension number and choose 1 for phone number or 2 for pager
number. Then, follow the prompts to set the parameters below.
1. Phone/pager number — The number to be dialed (without the CO line group [9, 8 or 7]).
2. Delay — How many minutes the system is to wait before dialing the phone or pager number.
This allows the user to pick up a message if he is in the office.
Range: 0–500. Default: 0.
3. Attempts — How many times the system will call/page.
Range: 0–99. (0 turns off delivery.) Default: 3.
4. Interval — How many minutes should elapse between attempts.
Range: 1–1440. Default: 30.
5. Quiet period on — When the quiet period should begin.
Default: (None.)
6. Quiet period off — When the quiet period should end.
Default: (None.)
Note: For the Quiet period on or Quiet period off parameters, a value in either of 0:00 is invalid and
will cause notification not to work.
(Continued)
D.3
Function 5: Voice mail programming
IVX S-Class Administrator’s Manual
Note: To insert a special code, press the right scroll key (▲) to select the desired special code:
# , ½ , F or P (see below). Press # to confirm the inserted character and continue.
Press # # to complete the entry.
Use the down arrow key (▼) to backspace.
Once the number is saved you can use the scroll keys to move back and forth to view the
number. To edit the number, you must delete it and enter the correct number.
Code
#
½
What it produces
# DTMF tone
½ DTMF tone
Flash hook
Two-second pause
F
P
Function 552: Delivery/paging parameters
The sequence of programming is as follows:
1. CO line access — Enter the CO line group (9, 8 or 7) that is to be accessed for delivery.
Default: 9.
2. Pager dialing pause — When paging, IVX S-Class will send the mailbox number to be shown
in the pager’s display. To allow time for the paging service to answer, enter the pause, in
seconds, to occur between when IVX S-Class dials the pager number and when it then dials the
mailbox number.
Range: 0–20. Default: 6.
Function 56: Cascade paging mailboxes
Note: Not available on IVX S-Class with Integrated Answering Machine.
In addition to individual mailbox paging, IVX S-Class can support up to 10 cascade paging mailboxes
(520–529). These can be assigned to anyone who requires escalating levels of paging beyond the
single level available in all user mailboxes. In this function, you program the paging numbers and
number of times each is to be paged before the next paging number is added; additionally, the mailbox
owner can program these settings. To record a greeting, press PROGRAM ½ and the mailbox number;
then press # to confirm, and follow the prompts. The default password is the mailbox number.
Cascade mailbox options
The user can program up to three paging numbers, of up to 24 digits each, to be paged whenever the
mailbox takes a new or urgent message. The system will page the first paging number (for the number of
times listed), then add the second paging number (for the number of times listed), then add the third
paging number and will continue to page all three pagers until the message has been retrieved.
1.
MB
520
2.
1st Number
9725553232
3.
Attempts
2
4.
2nd Number
9725554254
5.
Attempts
3
6.
3rd Number
9725555452
To program this, enter:
1. The mailbox number — Range: 520–529. [Then press 1 to enter number programming, and
proceed to Step 2.]
2. First pager number — The number to be dialed (without the CO line Group [9, 8 or 7]).
(Continued)
D.4
Function 5: Voice mail programming
IVX S-Class Administrator’s Manual
3. Attempts — How many times the system will page (up to 20) before adding the second
pager number. Range: 0–99. (0 turns off delivery.)
4. Second pager number — The number to be dialed (without the CO line Group [9, 8 or 7]).
5. Attempts — How many times the system will page (up to 20) before adding the third
pager number. Range: 0–99. (0 turns off delivery.)
6. Third pager number — The number to be dialed (without the CO line Group [9, 8 or 7]).
Note: To insert a special code, press the right scroll key (▲) to select the desired special code:
# , ½ , F or P (see below). Press # to confirm the inserted character and continue.
Press # # to complete the entry.
Use the down arrow key (▼) to backspace.
Once the number is saved you can use the scroll keys to move back and forth to view the
number. To edit the number, you must delete it and enter the correct number.
Code
#
½
F
P
What it produces
# DTMF tone
½ DTMF tone
Flash hook
Two-second pause
Cascade paging parameters
The cascade paging mailboxes will use the same CO line group and pager-dialing pause as
programmed in Function 552 (see page D.4).
Paging interval
To program the paging interval parameter for a cascade paging mailbox:
1. Enter the mailbox number (520–529).
2. Press 2 to set parameters for the mailbox.
3. Enter the number of minutes for the interval between attempts.
Range: 1–1440. Default: 0
Note: Once you change this setting from 0, you cannot reset it to 0.
D.5
Function 5: Voice mail programming
IVX S-Class Administrator’s Manual
This page included for pagination purposes only.
D.6
IVX S-Class Administrator’s Manual
Function 6: Recording
Function 6: Recording
Function 61: Re-record main greeting
The main greeting prompts are re-recorded here.
Recording a prompt
1. Practice the prompt by recording and re-recording (start and stop by pressing 1).
2. When satisfied with its quality, press # to confirm.
• Day main greeting — Plays to callers if the auto attendant is programmed to answer in day mode.
Press 1 to re-record.
Default: “Thank you for calling. Please dial the extension number of the party you wish to reach or
dial 0 for the operator.”
• Night main greeting — Plays to callers when the system is in night mode. Press 2 to re-record.
Default: No recording.
Note: See also “Holiday main greeting” under “System prompts,” below.
System prompts
• Busy (530) — Plays to the outside caller if an extension is busy.
Default: "That extension is busy.”
• No answer (531) — Plays to the caller if an extension does not answer.
Default: "That extension does not answer.”
• Hold (532) — Plays to the caller who makes a menu selection or enters an extension number.
Default: "One moment, please.”
• Q/Z (534) — Plays to a caller who has selected an alphabetic directory; instructs the caller to press 1
for the letters Q or Z since these two letters do not appear on the phone keypad; plays at the end of
the first directory prompt (but only if a name in the directory starts with a Q or Z).
Default: "For the letters Q or Z, use key number 1.”
• No names matched (535) — Played to the caller if, in a directory branch, the first letter he/she
selected does not have any names associated with it, or if he/she has listened to all of the names
played and has not made a selection. After playing the prompt, the IVX system forwards the call to
the extension, branch or mailbox as programmed in call forward no response.
Default: "No names matched; one moment please.”
• End of message (537) — Plays after a caller leaving a message presses 1 to stop recording; the
prompt then tells the caller his/her options.
Default: “To continue this recording, press 1; to return to the main menu, press 8; or, if finished,
press ½ and hang up.”
• Holiday main greeting (540) — Plays to callers when the system has been manually placed in
holiday mode.
Default: "Thank you for calling. Our office is closed in observance of the holiday. You may dial your
party’s extension, at any time, or please call back during regular business hours.”
Note: While in holiday mode, the IVX system follows night mode programming for call routing.
Note: Deleting a system prompt by pressing HOLD (instead of #) restores to the default recording.
E.1
Function 6: Recording
IVX S-Class Administrator’s Manual
Function 62: Record directory names
This function is accessible only if a directory branch has been created as part of auto attendant
programming. Enter the extension number and record the name (and, if this is a by-alpha branch, enter
the name key.)
Default: Last name.
Important:
Print the worksheet provided on your ESI CD for preparing directories and making future
changes. As names change, the Administrator can enter this function and change any field via
the Administrator password.
1.
Ext.
102
113
2.
Recorded name
George Straite
Janet Smith
3.
Key
4
5
Note: To record the prompt “Enter the first letter of the person’s last name” you you must enter Function 61
and then enter the ID number of the directory branch.
Each programming step is defined as follows:
1. Extension number — Enter the extension number for the directory name.
2. Record name — Press 1 to begin recording and press 1 again when finished.
E.2
IVX S-Class Administrator’s Manual
Function 6: Recording
Function 63: Message-on-hold (MOH) programming
MOH can be:
• A live feed from an external music source connected to the MOH connector located on the side of
the cabinet.
• One of three default, generic MOHs pre-recorded by the factory.
• A custom MOH loaded into the system by using a cassette recorder plugged into the MOH connector.
Function 631: MOH source
This selects the source that will be played to callers on hold.
Code
590
591
592
593
594
Source
Live external source*
Pre-recorded music
Pre-recorded with “please continue to hold”
Pre-recorded with “dial 0 or extension from hold”
Customer-recorded message on hold
* Dialing off-hold doesn’t work.
Default: 592 (generic message-on-hold).
Function 632: MOH recording
1. Connect the message/music source to the MOH port on the side of the cabinet.
Note: The connector is monophonic-only — if you use a stereo source, you must either set it to output
mono, if possible, or use a stereo-to-mono conversion cable (or adapter).
2. Enter 594.
3. Press 1 to begin recording. To aid you in queuing, the source will be played through the
phone’s speaker.
Note: The recorded material should not have a “beginning” or “end” — so that playback can loop
continuously.
4. Press 1 when finished. The recording will play back so you can review it.
5. Press # to accept the recording.
Function 633: MOH volume
If a custom MOH is recorded, the output volume can be adjusted in this function.
Range: 1 (faint)–12 (loudest). Default: 6.
Notes: If an external audio source such as a radio is used for MOH, adjust the volume at the source.
To turn live MOH volume completely off, turn off volume at the source.
E.3
Function 6: Recording
IVX S-Class Administrator’s Manual
(This page included for pagination purposes only.)
E.4
IVX S-Class Administrator’s Manual
SMDR
SMDR
SMDR (station message detail reporting) call records are output in real time via an ESI phone
system’s Maintenance/SMDR serial port. Connect a standard serial printer or call accounting system to
the serial port. SMDR data will be stored temporarily if a laptop is connected for programming (five
minutes after you exit programming mode, the buffered SMDR will resume output to the serial port).
The output from the serial port is: 8 data bits, 1 stop bit, and no parity, 1200 baud.
SMDR may be output in one of two formats, selected in system programming: tabular or CSV. The
tabular format is the default.
Tabular SMDR format
The tabular IVX SMDR output format, which is compatible with the standard Panasonic® DBS® format, is
as shown below:
1
2
3
4
5
6
7
123456789012345678901234567890123456789012345678901234567890123456789012345678
T MM/DD HH:MM:SS HH:MM:SS NNN XXXXXXXXXXXXXXXXXXXXXXXXXXXX
LL
The columns are:
• Call type — Outbound (“O”), inbound (“I”) or transferred (“T”) at column 1.
• Date (“MM/DD”) — Begins at column 3.
• Start time (“HH:MM:SS”) — Begins at column 9.
• Duration (“HH:MM:SS”) — Begins at column 18.
• Extension number (“NNN”) — Begins at column 27.
• Digits dialed (right-justified)/Caller ID (left-justified) — Begins at column 31 (28 characters).
• CO line number (“LL”) — Begins at column 77.
Each record is terminated with a line feed and carriage return character.
CSV SMDR format
The comma-separated value (CSV) format is compatible with Microsoft® Excel® and other spreadsheet
applications. A CSV record will be output for each completed call, and will be represented as follows
(word-wrapped):
Format:
"T","MMDDYYYY","HHMMSS","HHMMSS","NNN","XXXXXXXXXX. . .XXX","CCCCCCCCCC. . .CCC","LL"
Example A:
"I","07042002","000852","000059","101","9724229700","ESTECH SYS INC. ","54"
Example B:
"O","10312003","221502","020512","190","12125551212","","11"
(Continued)
F.1
SMDR
IVX S-Class Administrator’s Manual
The fields are:
• Call type (“T”) — Outbound (“O”), inbound (“I”) or transferred (“T”).
• Start date (“MMDDYYYY”) — Six characters, zero-filled.
• Start time (“HHMMSS”) — Six characters, zero-filled; 24 hour clock.
• Duration (“HHMMSS”) — Six characters, zero-filled.
• Extension number (“NNN”) — Three characters, space-filled, right-justified.
• Digits dialed/Caller ID (“XXXXXXXX . . . XXX”) — Up to 28 characters, null-filled.
• Caller ID name (“CCCCCCCCC . . . CCC”) — Up to 24 characters, null-filled.
• Line number (“LL”) — Two characters, null-filled, right-justified.
Each field is delimited with double quote marks and separated with a single comma. Null fields are still
included as place holders (see Example B, p. F.1). Each record is terminated with a line feed and
carriage return character.
Reporting conventions and rules
• Inbound and outbound call records are generated only for calls between a station and a CO line.
• The duration of each call record represents the period of time that that station controlled its portion of
a call. A record is generated each time a station does any of the following:
– Disconnects.
– Places a call on hold.
– Transfers a call.
A single CO call could be included in multiple records if it is transferred from station to station.
• Periods when calls are placed on hold or attempts at supervised transfers are unsuccessful are
included in the station's record.
• Periods when calls are on hold, in the auto attendant, leaving/retrieving voice mail or in an ACD
queue are not included in call records.
• A new record begins when a station answers a call or a hold recall.
• Records will be generated independently for all stations in a conference. If more than one CO line is
involved in a conference, each call record generated by that conference will be associated with only
the last line disconnected.
• Dialed digits don’t include the line group or location number.
• Outbound calls begin a call record 10 seconds after the call has cleared toll restriction.
PC interface
Use an RS-232C cable to connect a PC’s serial port to the IVX system’s Maintenance/SMDR port.
When connected to the IVX system, the PC resets the baud rate for faster communications. Once the
PC/IVX connection is made, the Installer can update system software.
F.2
Index
Administrator duties, A.1
Alphanumeric characters, entering, A.5
Entering programming mode, A.3
Esi-Dex, B.3
System speed-dial, C.1
Functions
Function 1 — System parameters, B.1–B.2
Function 3 — Extension programming, C.1–C.2
Function 5 — Voice mail programming, D.1–D.2
Function 6 — Recording, E.1–E.3
Headset jack, A.1
Holiday mode
Re-recording greeting, E.1
Integrated Answering Machine, D.2
Mailboxes
Guest/info, D.1–D.2
Overlays, A.3
Programming
Accessing user station programming, B.1
Entering programming mode, A.3
Keys, A.4
System, A.4
System fixed numbering plan, A.5
Prompts, re-recording, E.1
Recording, C.1
Recording directory names, E.2
Re-recording system prompts, E.1
SMDR, F.1–F.2
Speed-dialing. See Esi-Dex
Status indicator lamp, A.2
System prompts, re-recording, E.1
Time/date, setting, B.2
Toll restriction, C.1
VIP (Visually Integrated Phone, A.2
Voice mail programming
Guest/info mailboxes, D.1–D.2
Integrated Answering Machine, D.2
Message notification, D.3
www.esi-estech.com
Was this manual useful for you? yes no
Thank you for your participation!

* Your assessment is very important for improving the work of artificial intelligence, which forms the content of this project

Download PDF

advertisement