Aastra ITE Agent User manual

Table of Contents
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Aastra – 2539-002
ITE Agent Phone User Guide
2nd Edition (May 23, 2005)
© Copyright 2005 Aastra Intecom Inc. All rights reserved.
Information in this manual may change with product revisions. Aastra Intecom may add
features or enhancements to the product(s) and/or program(s) described in this manual at
any time.
Technical Publications freezes the information in this manual based on the specified
software and hardware releases. Publications writers incorporate such changes into newly
released publication editions. Publications writers will incorporate any modifications
provided to them after the publication release date into the next scheduled release of
the publication.
Aastra Intecom furnishes the application described in this manual under a license
agreement and customers may use or copy information in the manuals only in accordance
with the terms of the agreement.
Contact Information
Address any reader comments to:
Aastra Intecom
Customer Information Group Manager, M/S 1N
2811 Internet Boulevard
Frisco, TX 75034-1851
You may also send email to [email protected]
What to Expect when Contacting Company
Technical Publications will email responses to customers within seven business days of
the contact. Note that product support is not available through this email address. For
product support, contact the Aastra Intecom Customer Service Center (CSC) at 1-800729-1872. Aastra Intecom may use or distribute review comments and information
without incurring obligation.
Trademarks and Acknowledgements
Product registered trademarks and copyrights of the products included in this publication
include Pointspan®, Centergy®, Centergy Remote®, Centergy Reporting®, and
Centergy 5® as registered trademarks of Aastra Intecom Inc.
Product trademarks and copyrights of the products included in this publication include
Nexspan™, Unified Communication Platform™, Integrated Conference Manager™, and
Movacs™ as trademarks of Aastra Intecom Inc.
This publication identifies all other products or services mentioned herein by the
trademarks, service marks, or product names designated by the companies that market
those products. The companies producing these trademarks and registered trademarks
control ownership of them. Make all inquiries concerning such trademarks directly to
those companies.
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Revision History
The following represents the revision history of this publication:
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Revision
Number
Date
Completed
Point of Contact
Description
002
05.23.2005
Aastra Intecom Inc.
Re-brand for Aastra.
001
06.15.2003
EADS TELECOM
North America Technical Publications
Initial release of this
publication.
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Table of Contents
2nd Edition (May 23, 2005) ................................................................................................iii
Contact Information ...........................................................................................................iii
What to Expect when Contacting Company ......................................................................iii
Trademarks and Acknowledgements.................................................................................iii
Revision History ................................................................................................................ iv
About This Publication ........................................................................................................xiii
Audience ..........................................................................................................................xiii
Publication Organization .................................................................................................xiii
Conventions Used In This Publication ............................................................................xiii
Chapter 1 Basic Information.................................................................................................. 1
ITE Agent Phone Description............................................................................................. 1
Things to remember when using the ITE Agent Phone ............................................... 1
ITE Agent Phone Diagram.................................................................................................. 2
Special Button Description ................................................................................................. 2
Feature Button Lamps .................................................................................................. 3
Ring Types.......................................................................................................................... 3
System Tones...................................................................................................................... 3
System Voice Prompts........................................................................................................ 4
Place a Call ......................................................................................................................... 5
Place an Internal Call ................................................................................................... 5
Place an External Call .................................................................................................. 5
Dial with Abbreviated Dial .......................................................................................... 6
Dial with Auto Dial ...................................................................................................... 6
Dial with Redial ........................................................................................................... 6
Answer a Call...................................................................................................................... 6
End a Call............................................................................................................................ 6
Chapter 2 Phone Settings........................................................................................................ 7
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Mute .................................................................................................................................... 7
Use the Mute Button .................................................................................................... 7
Display Contrast ................................................................................................................. 7
Headset Volume.................................................................................................................. 8
Set the Headset Volume ............................................................................................... 8
Ringer Volume and Tone.................................................................................................... 8
Set the Ringer Volume ................................................................................................. 8
Set the Ringer Tone...................................................................................................... 9
Chapter 3 Features................................................................................................................ 11
Abbreviated Dial............................................................................................................... 11
Store or Change an Abbreviated Dial Number........................................................... 11
Dial an Abbreviated Dial Number.............................................................................. 12
Display Stored Abbreviated Dial Numbers................................................................ 12
Answer/Release ................................................................................................................ 12
Use Answer Release................................................................................................... 13
Auto Dial........................................................................................................................... 13
Store or Change an Auto Dial Number ...................................................................... 13
Use Auto Dial............................................................................................................. 14
Display an Auto Dial Number.................................................................................... 14
Busy Override ................................................................................................................... 15
Override a Busy Extension......................................................................................... 15
Buzz/Status ....................................................................................................................... 16
Placing a Buzz Call to a Status User .......................................................................... 16
Answering a Buzz Call from a Status User ................................................................ 17
Placing a Status Call to a Buzz User .......................................................................... 17
Answer a Call from a Buzz User................................................................................ 17
Callback - Busy/No Answer (Internal Calls) .................................................................... 18
Place a Callback on a Busy Extension ....................................................................... 18
Use Automatic Callback............................................................................................. 19
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Returning a Callback .................................................................................................. 19
Return a Selected Callback When You Have More Than One .................................. 20
Display a Callback ..................................................................................................... 20
Call Forward ..................................................................................................................... 20
Set Up Call Forward................................................................................................... 21
Cancel Call Forward................................................................................................... 21
Call Mark .......................................................................................................................... 22
Marking a Call............................................................................................................ 22
Call Park ........................................................................................................................... 22
Park a Call .................................................................................................................. 23
Pick Up a Parked Call from Any Phone..................................................................... 23
Call Pickup........................................................................................................................ 23
Pick up a Call as Member of a Call Pickup Group..................................................... 24
Pick up a Call by Dialing the Extension Number....................................................... 24
Call Waiting...................................................................................................................... 25
Call Waiting Types..................................................................................................... 25
Call Waiting Tones..................................................................................................... 25
Accept a Call Waiting with Call Hold........................................................................ 26
Alternate Between Calls (Call Hold).......................................................................... 26
Return to the Party on Hold (Call Hold) .................................................................... 27
Accept a Call Waiting (Normal Hold)........................................................................ 27
Alternate Between Calls (Normal Hold) .................................................................... 28
Return to the Party on Hold (Normal Hold)............................................................... 28
Cancel ............................................................................................................................... 28
Use Cancel.................................................................................................................. 28
Conference ........................................................................................................................ 28
Conference up to Seven Parties.................................................................................. 29
Return to the Conference if a Dialed Number is Busy or Unanswered...................... 30
Place a Conference Call on Hold ............................................................................... 30
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Rejoin a Conference Call on Hold ............................................................................. 30
Data Calls.......................................................................................................................... 31
Use Data Features....................................................................................................... 31
Display Feature ................................................................................................................. 32
Use the Display Feature ............................................................................................. 32
Do Not Disturb.................................................................................................................. 33
Activate Do Not Disturb............................................................................................. 33
Cancel Do Not Disturb ............................................................................................... 33
Event Timer ...................................................................................................................... 33
Use the Event Timer................................................................................................... 33
Group Listen ..................................................................................................................... 34
Add Group Listen Parties to a Conference................................................................. 34
Rejoin the Conference - Internal Line Busy............................................................... 35
Rejoin the Conference - External Line Busy.............................................................. 35
Hands-Free Auto-Answer ................................................................................................. 36
Activate Hands-Free Auto-Answer ............................................................................ 36
Deactivate Hands-Free Auto-Answer ........................................................................ 36
Answer a Call with Hands-Free Auto-Answer........................................................... 37
End a Call with Hands-Free Auto-Answer................................................................. 37
Hold .................................................................................................................................. 37
Call Hold Type.................................................................................................................. 38
Place a Call on Hold................................................................................................... 38
Retrieve a Call on Hold .............................................................................................. 38
Alternate between Calls.............................................................................................. 38
Normal Hold Type ............................................................................................................ 39
Place a Call on Hold................................................................................................... 39
Retrieve a Call on Hold .............................................................................................. 39
Hotline Conference ........................................................................................................... 39
Initiate a Hotline Conference Call.............................................................................. 40
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Accept a Hotline Conference Call.............................................................................. 40
Hotline .............................................................................................................................. 40
Use Hotline................................................................................................................. 40
Intercom ............................................................................................................................ 41
Place an Intercom Call ............................................................................................... 41
Answer an Intercom Call............................................................................................ 42
Meet-Me Conference ........................................................................................................ 42
Enter a Meet-Me Conference ..................................................................................... 43
Leave a Meet-Me Conference .................................................................................... 43
Lock and Unlock a Meet-Me Conference .................................................................. 43
Accept a Call Waiting During a Meet-Me Conference .............................................. 43
Transfer an Outside Call to a Meet-Me Conference .................................................. 44
Privacy Release................................................................................................................. 44
Use Privacy Release ................................................................................................... 45
Cancel Privacy Release .............................................................................................. 45
Queue for External Lines .................................................................................................. 45
Use Callback Queuing................................................................................................ 46
Receive an Automatic Callback ................................................................................. 46
Cancel the Callback.................................................................................................... 47
Use Online Queuing ................................................................................................... 47
Redial ................................................................................................................................ 47
Place a Call................................................................................................................. 47
Transfer............................................................................................................................. 48
Transfer a Call............................................................................................................ 48
Rejoin the Original Party if the Destination is Busy or Unanswered......................... 49
Voice Mail ........................................................................................................................ 49
Access Voice Mail with Automatic Sign-On ............................................................. 49
Retrieve a Voice mail from another Phone or Outside Location ............................... 49
Chapter 4 ACD Features ...................................................................................................... 51
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ACD Sign On.................................................................................................................... 51
Off Line Lamp Status ................................................................................................. 51
Sign On State.............................................................................................................. 52
Automatic Sign On..................................................................................................... 52
Manual Sign On with Agent ID Number ................................................................... 52
Manual Sign On with Agent ID Number and Password ............................................ 53
ACD Sign Off ................................................................................................................... 54
Sign Off ...................................................................................................................... 54
Agent Statistics ................................................................................................................. 54
View Agent Statistics ................................................................................................. 54
Phone Display for Current Agent Statistics: .............................................................. 55
Auto Answer on ACD Line .............................................................................................. 55
Ring Time................................................................................................................... 55
Calls In Queue Display ..................................................................................................... 56
Force ................................................................................................................................. 56
Activate Force ............................................................................................................ 56
Cancel Force............................................................................................................... 57
Night Service .................................................................................................................... 57
Activate Night Service ............................................................................................... 57
Cancel Night Service.................................................................................................. 57
Overflow ........................................................................................................................... 58
Activate Overflow Manually...................................................................................... 58
Cancel Overflow ........................................................................................................ 58
Reroute.............................................................................................................................. 58
Use Reroute ................................................................................................................ 58
Cancel Reroute while Activating ............................................................................... 59
Send to Me ........................................................................................................................ 59
Use Send to Me .......................................................................................................... 59
Cancel Send to Me ..................................................................................................... 60
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Work ................................................................................................................................. 60
Activate Work ............................................................................................................ 60
Cancel Work............................................................................................................... 61
Wrap Up............................................................................................................................ 61
Automatic Wrap Up Function .................................................................................... 61
Cancel Automatic Wrap Manually............................................................................. 62
Chapter 5 Centergy® Reporting Application Features ..................................................... 63
Centergy Reporting Application Features ........................................................................ 63
Emergency Call Record .................................................................................................... 63
Start Emergency Call Record ..................................................................................... 63
Message Recall ................................................................................................................. 63
View Messages........................................................................................................... 64
Phone Display ............................................................................................................ 64
Supervisor Alert................................................................................................................ 64
Send a Supervisor Alert.............................................................................................. 64
Phone Display for Supervisor Alert ........................................................................... 65
Transact............................................................................................................................. 65
Use Transact ............................................................................................................... 65
Delete a Partial Transact Code ................................................................................... 65
Delete a Complete Transact Code .............................................................................. 66
Transact Example ....................................................................................................... 66
Transact Phone Display.............................................................................................. 66
Agent Unavailable with Reason Code .............................................................................. 66
Activate Agent Unavailable ....................................................................................... 67
Cancel Agent Unavailable.......................................................................................... 67
Chapter 6 Phone Tests .......................................................................................................... 69
Phone Tests ....................................................................................................................... 69
Basic Procedures ........................................................................................................ 69
Basic Telephone Self-Test.......................................................................................... 69
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Key Lamps Test ......................................................................................................... 70
Informational Tests .................................................................................................... 70
System Tone Tests ..................................................................................................... 71
Chapter 7 Feature Codes ...................................................................................................... 73
Feature Codes ................................................................................................................... 73
Appendix I Glossary.............................................................................................................. 75
Glossary ............................................................................................................................ 75
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About This Publication
The ITE Agent Phone User Guide describes the phone and its primary functions.
Audience
Any user of the ITE Agent Phone telephone should reference this publication.
Publication Organization
This publication contains the following chapters.
Chapter, Topic
Description
Chapter 1, Basic Information
Provides basic information for the ITE Agent
Phone
Chapter 2, Phone Settings
Provides procedures for the phone settings
Chapter 3, Features
Provides procedures for the features
Chapter 4, ACD Features
Provides information on ACD features
Chapter 5, Centergy Application
Features
Provides information about phone features that
are ties to the Centergy call center applications.
Chapter 6, Telephone Tests
Provides procedures for phone tests
Chapter 7, Feature Codes
Provides a list of the feature codes
Appendix I, Glossary
Glossary
Conventions Used In This Publication
This manual uses the following document conventions to help you identify different types
of information.
Convention
Description
Example
(Italics)
Explanatory text within a
command sample
(Building Ports)
Provides supplemental
information.
The prompt may not display
if …
Provides information to
help you avoid possible
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About this Publication
Convention
Description
Example
damage to hardware or a
system crash (without data
loss).
Use case sensitive
commands to keep from
destroying…
Provides information to
ensure that you avoid
danger, death, or permanent
damage to a system.
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Action column
In a step/action/result table,
contains an instruction.
Result column
In a step/action/result table,
contains anything important
that the action causes to
happen.
DO NOT touch exposed
wires.
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Chapter 1
Basic Information
ITE Agent Phone Description
The ITE Agent Phone is a 30-button phone that provides gives you access to all of the
features available on the PointSpan 6880 Series PBXs.
The features on your phone have been chosen by the system administrator to meet your
needs; therefore, you may not have access to all of the features that are documented in
this guide. If you have any questions about features, contact your system administrator.
The following are some features of the ITE Agent Phone.
Feature
Description
Display Screen
40-character LCD display
Headset
Operates with a headset only
Hook button
Replaces the switchhook
Auto Answer
button
Provides hands-free operation
Mute Button
Mutes the microphone so that the other party cannot hear you
Things to remember when using the ITE Agent Phone
•
The features on your ITE Agent Phone are selected for your specific needs. Some
features described in this guide may not be available to you on your phone.
•
You can use your phone to make voice and data calls at the same time.
•
On a phone with more than one extension, press the button on the extension that you
want to use before pressing the Hook button.
•
When talking on an extension that is shared by others, your phone conversation
remains private and cannot be interrupted by anyone else unless the Privacy Release
feature is used.
•
If you hear a fast busy tone when attempting to use a feature, it usually indicates that
the feature cannot be used on your phone.
•
If you have any questions about the features on your phone, contact your system
administrator.
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ITE Agent Phone Diagram
Special Button Description
The following table describes the fixed buttons on the ITE Agent phone.
Button
Name
Transfer
Display
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Description
•
•
•
•
Used to transfer calls
Used to set up a 3-way conference
Used to display call waiting information
Used to display abbreviated dial and auto dial
numbers, etc.
Mutes the microphone so that the other party
cannot hear you
Mute
•
Hook
•
Used in place of a handset to take the phone
onhook and offhook
Hold
•
Places a party on hold
Redial
•
Redials the last external number dialed
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Button
Name
Description
Up and Down
Arrows
•
•
Used to set display contrast
User to set ringer volume and tone
And
Feature Button Lamps
Lamp
State
Description
Off
Line or feature is not in use
On
Line or feature is in use
Slow Flash
Incoming Call
Blink
A call is on hold
Flutter
Callback, Voice Mail, Auto Answer
Ring Types
There are three ring types.
Ring Type
Description
One-ring pattern
Internal Call
Two-ring pattern
External Call
Three-ring pattern
System Call as in a Callback
System Tones
The following tones are heard on a PointSpan 6880 Series system.
Sound
Tone
Description
Dial Tone
You can begin dialing
Low-Pitched Hum
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Chapter 1, Basic Information
Sound
Tone
Description
Outside Dial Tone
You have dialed the access code
for an outside call (usually a 9)
Modem Tone
You can make a data call
Busy
The number that you dialed is
busy
Fast Busy
You action is not accepted by the
system
Input Prompt Tone
The system is waiting for your
input
Confirmation Tone
The system has confirmed your
action
1 Short Ring
Internal Call Waiting
Tone
You are receiving an internal call
during a phone conversation
2 Short Rings
External Call Waiting
Tone
You are receiving an external
call during a phone conversation
Waiting Caller Tone
You have called an extension that
is busy
Warning Tone
Another party is joining (as in a
conference)
High-Pitched Hum
Medium-Pitched Hum
BuzzBuzz
BuzBuzBuzBuz
1 Beep
2 Beeps
Ring-Beep
Long Beep
System Voice Prompts
The following voice prompts are heard on a PointSpan 6880 Series system.
Voice Prompt
"Park number _____"
Description
You have parked a call. This number must
be dialed to retrieve the call
You have dialed a non-working number
"Extension _____ is not in service"
You have dialed incorrectly
"Invalid, Invalid"
"Depress CALLBACK to queue call"
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All outgoing lines are busy. You may
queue the call and hang up.
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Voice Prompt
Description
"All lines busy, please hold"
All outgoing lines are busy. Your call is
queued automatically and you may stay on
the line.
Place a Call
Step
Action
1.
Press
Result
Extension lamp ON
SPKR lamp ON if Speaker
is used
Place an Internal Call
•
If you have more than one extension on your phone, press the extension key that you
want to use before lifting the handset or pressing the Speaker key.
•
If dial tone changes to a fast busy tone and then silence, you have waited too long
before dialing. You must hang up and try again.
Step
Action
1.
Result
Dial the extension number
The call is placed
Place an External Call
Your system administrator will provide you with dialing codes and calling limitations.
Step
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Action
Result
1.
Dial the outside access
number (usually a 9)
2.
Dial the external number
The call is placed
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Dial with Abbreviated Dial
See Abbreviated Dial.
Dial with Auto Dial
See Auto Dial.
Dial with Redial
See Redial.
Answer a Call
Condition:
There is a call ringing in at your extension
Step
Action
1.
Press
Result
The call is answered
End a Call
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Step
Action
1.
Press
Result
The call is disconnected
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Chapter 2
Phone Settings
Mute
The Mute button enables you to listen to a phone conversation while preventing others on
the call from hearing you.
Use the Mute Button
Condition:
You are already on a call
Step
Action
1.
Press
Result
Mute lamp ON
Your voice will not be picked up
by the speakerphone or handset
2.
Press
Mute lamp OFF
You are able to verbally
participate in the call
Display Contrast
Adjust the display contrast
Condition:
The phone is idle
Step
Action
1.
Press
Result
The display is adjusted
Or
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Chapter 2, Phone Settings
Headset Volume
Set the Headset Volume
Condition:
You are on a call using a headset
Step
1.
Action
Result
Adjust the volume:
The volume is adjusted
Press
Or
2.
Save the setting:
The volume is saved
Press
The lamp flashes twice to confirm
the save
Together
Ringer Volume and Tone
Set the Ringer Volume
Step
Action
1.
Press
Result
Ringer lamp ON
Together
2.
Press
The ringer starts
3.
Press
The ringer volume is adjusted
Or
4.
Press
Ringer lamp OFF
The ringer stops
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Set the Ringer Tone
Step
Action
1.
Press
Result
Ringer lamp ON
Together
2.
Press
The ringer starts
3.
Press
The ringer tone is adjusted
Or
Press
4.
Press
Ringer lamp OFF
The ringer stops
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Chapter 3
Features
Abbreviated Dial
The Abbreviated Dial feature allows you to store frequently called internal and external
numbers of up to 28 digits, and dial them automatically by using a one or two digit code.
All extensions are automatically allowed a list of 10 abbreviated dial numbers or
optionally allowed a list of 100 Abbreviated Dial numbers.
•
A dial pause symbol, the star (*) can be inserted into long distance numbers. A dial
pause is the time spent waiting for dial tone or a computer tone. The pause time is
stored by using the (*) symbol, which is a system setting and may be set for one to
seven seconds. Each star (*) counts as one digit of the total 28 digits.
•
A stored number cannot be erased, but you can remove or change a number by
storing a new phone number over it.
•
Stored numbers must contain the complete phone number including any access
number that is used to connect to an outside line (usually an 8 or 9). When you dial
the access number, you will hear outside dial tone before you input the number.
•
It is recommended that you keep a complete list of the names and numbers associated
with each Abbreviated Dial code if you do not have a phone display.
Store or Change an Abbreviated Dial Number
Condition:
Phone is on hook
Step
Action
1.
Press
Result
If you do not have this button, you
can use the feature code # 4
2.
Press
Silence
Abbreviated Dial lamp ON
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Chapter 3, Features
Step
Action
Result
3.
Dial the abbreviated dial
code number (0-9)
1 Beep
4.
Dial the number as you
would normally dial it
2 Beeps
Abbreviated Dial lamp
OFF
The number is stored
Dial an Abbreviated Dial Number
Step
Action
1.
Press
2.
Press
3.
Result
Silence
Dial the Abbreviated Dial
code number (0-9)
The number is automatically dialed
Display Stored Abbreviated Dial Numbers
Step
Action
Result
1.
Press
2.
Press
The first Abbreviated Dial number
displays
3.
Press
Step through the Abbreviated Dial
numbers
Display lamp ON
Repeatedly
Answer/Release
The Answer/Release feature allows you to answer a call or get dial tone by pressing a
feature button. After using the ANSW/RLSE button, make sure the lamp is OFF. If it is
not, press the ANSW/RLSES button twice answer the next call.
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Use Answer Release
Step
Action
1.
Press
Result
Or
Hear calling party
Answer/Release lamp ON
Extension Lamp ON
2.
Press
The call is disconnected
Answer/Release lamp OFF
Extension Lamp OFF
Auto Dial
The Auto Dial feature allows you to store a number of up to 28 digits and dial it by
pressing a single button.
One feature button is required for each Automatic Dial number. There is a maximum of
15 auto dial feature buttons per ITE phone.
Store or Change an Auto Dial Number
Condition:
Phone is onhook
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Chapter 3, Features
Step
Action
1.
Press
2.
Result
Auto Dial lamp ON
Dial the number to be
stored
Auto Dial lamp OFF
The handset is still on hook so you
will not hear beeps
If the number is an outside number,
include any codes or access
numbers needed for dialing the
number (such as an 8 or a 9)
3.
The number is stored
Write down the number
that you stored if you do
not have a phone display
Use Auto Dial
Step
Action
1.
Press
Result
Auto Dial lamp OFF
2.
Press
Auto Dial lamp OFF
The call is placed
Display an Auto Dial Number
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Step
Action
1.
Press
2.
Press
Result
Display lamp ON
The Auto Dial number displays
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Busy Override
The Busy Override feature allows you to interrupt a busy extension and break into the
call. It is intended for high priority and emergency situations.
•
The overriding party must have a higher priority assigned to the phone than both
parties being overridden.
•
A phone set on Do Not Disturb that gives the caller a busy signal, can be overridden
by a Busy Override call, providing that Busy Override feature is allowed and the
phone has a lower priority than the overriding party.
•
The overriding party hears a constant steady dial tone for 15 seconds or until the
extension called is no longer busy, whichever occurs first.
•
The party that is being interrupted hears a one second warning tone. The tone
indicates that the call will be overridden in 15 seconds if it is not put on hold or
ended. Immediately before the overriding party is on line, another warning entry
tone is heard. If the call is not put on hold, or ended, the other party in the
conversation is disconnected and the call is overridden.
•
When your conversation is being overridden and you place the other party on hold or
hang up, the overriding party is either on your line immediately or ringing on your
line depending on the database for your phone.
Override a Busy Extension
Step
Action
1.
Press
2.
Result
Dial the number of the
extension
Busy tone
Or
Call waiting tone
If you are not allowed to override
the extension, you will continue to
hear a busy tone or Call Waiting
tone
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Chapter 3, Features
Step
Action
3.
Press
Result
Until the called party
hangs up or until the 15second time limit is
reached
Busy Override lamp ON
4.
Wait on the line
Talk with the called party
Buzz/Status
The optional Buzz/Status feature allows a voice connection on a Buzz/Status line
between one Buzz user and one or more Status users by pressing either a BUZZ or
STATUS button.
Example:
An executive with a BUZZ button on the phone can have a direct voice line with a
secretary or group of secretaries, each having a STATUS button on their phone. Each
secretary can place a call directly to the executive by using the STATUS button.
•
An option to the Buzz/Status talking connection is the Buzz/Status-Alert Only option.
•
In a group of STATUS users, the first person to answer stops the ringing and blocks
all others in the group from picking up the call.
•
A call on a Buzz/Status line rings with a three-ring system ring and the feature lamp
flashes. Buzz/Status calls do not affect a call in progress.
•
The lamp next to the STATUS button is on when the BUZZ counterpart is using the
phone. The lamp next to the BUZZ button does not indicate when the STATUS
counterpart is using the phone.
•
Features such as Hold or Transfer cannot be used on the Buzz/Status line.
•
Buzz/Status calls can ring on a phone that has activated Do Not Disturb.
Placing a Buzz Call to a Status User
Press the BUZZ or STATUS button before lifting the handset or pressing the SPKR
button.
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Step
Action
1.
Press
2.
Press
Result
Buzz lamp OFF
The call is placed to the Status party
Answering a Buzz Call from a Status User
Conditions:
Buzz lamp is slow flashing
Or
Buzz line
Step
Action
Result
1.
Press
Buzz lamp ON
2.
Press
You are connected to the Status
party
Placing a Status Call to a Buzz User
Step
Action
1.
Press
2.
Press
Result
Status lamp ON
The call is placed to the Buzz party
Answer a Call from a Buzz User
Conditions:
Status lamp is slow flashing
Status line rings with feature ring
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Chapter 3, Features
Step
Action
1.
Press
2.
Press
Result
Status lamp ON
You are connected to the Buzz party
Callback - Busy/No Answer (Internal Calls)
The Callback Busy/No Answer feature allows you to place a Callback on a busy internal
extension or an extension that does not answer. The system automatically places the call
when both extensions are no longer busy.
•
Each extension can have 10 callbacks.
•
Callbacks are returned on a first in/first out basis.
•
If you try to leave a callback on an extension that has already received 10 callbacks,
you will hear a fast busy tone.
•
If there is no answer when you return a callback, you may either hang up and cancel
the call or leave a callback on that extension.
•
A callback that you place on another extension returns to your phone with a threering system ring when both your phone and the called extension are on hook. That
call is automatically canceled if you do not answer within a system-defined time
period.
•
A callback is left on the number that you originally dialed, even if it has been
forwarded.
•
When you return a callback to a number that has been forwarded, the call goes to the
forwarded number.
•
The person placing the callback cannot cancel the callback.
Place a Callback on a Busy Extension
Condition:
You have placed a call to another extension and it is busy
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Step
Action
1.
Press
Result
2 Beeps
The callback is placed
If you do not have this button, you
can use the ACCESS button plus
the feature code * 7
2.
Hang up
The call is disconnected
Use Automatic Callback
Condition:
The calling and called extensions are no longer busy
The system calls back with the system ring
The Callback and Extension lamps are show flashing
Step
Action
1.
Press
Result
Hear ring-back indicating
that the call has been
automatically placed
Returning a Callback
It is not necessary to return a callback before using your phone.
Condition:
A callback has been left on your phone
The Callback lamp is fluttering
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Step
Action
1.
Press
Result
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Chapter 3, Features
Step
Action
2.
Press
Result
The phone rings at the extension
that placed the call
Return a Selected Callback When You Have More Than One
Step
Action
1.
Press
2.
Press
3.
Press
Result
The time and date of the callback is
displayed if the time-stamp option
is activated
Until the number that you
want appears
4.
Press
5.
Press
The callback is placed
Display a Callback
Step
Action
Result
1.
Press
Display lamp ON
2.
Press
The time and date of the callback
is displayed if the time-stamp
option is activated
Call Forward
The Call Forward feature allows you to forward extension to another number.
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•
Calls can be forwarded to another extension, a local number, or a long distance
number, depending upon your system design. If forwarding is not allowed, a fast
busy tone is heard when the Call Forward feature is selected.
•
When an extension is forwarded, the Call Forward lamp is on steady. Calls can still
be placed at the extension and other features can be used.
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ITE Agent Phone User Guide
•
If an ITE phone has more than one extension, then each one must be forwarded
separately and canceled separately. Each extension may be forwarded to the same
number or to a different number.
•
When a call is placed to a forwarded extension, a brief ring is heard on that
extension. It reminds you that calls are being directed to another number and can be
answered only at that phone.
•
The person answering your forwarded extension can screen calls and transfer
selected parties back to you. This is the only extension that can override Call
Forward and ring on your phone. When the forwarded extension is set on Do Not
Disturb, all calls are blocked.
•
If a system has voice mail, an extension can be forwarded directly to the appropriate
voice mailbox so that the caller can leave a message.
Set Up Call Forward
Step
Action
1.
Press
2.
Press
Result
Call Forward lamp remains
OFF
1 Beep
If you do not have this button, you
can use the feature code *3
3.
Dial the number that your
calls will be forwarded to
2 Beeps
Call Forward lamp ON
When forwarding to an external
number, include any codes needed
for dialing the complete phone
number. You can dial up to 28
digits
4.
Press
All calls to this extension are
forwarded
Cancel Call Forward
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Step
Action
1.
Press
Result
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Chapter 3, Features
Step
Action
Result
2.
2 Beeps
Call Forward lamp OFF
If you do not have this button, you
can use the feature code # 3 to
cancel
Call Forward is cancelled
Call Mark
The optional Call Mark feature marks a bad phone connection on an outside line. When
you hear static, echo, low volume, etc. on an outside (external) call, you can use the Call
Mark feature button to mark the call. This provides troubleshooting information to
technicians.
Marking a Call
Condition:
You are connected to an outside call that has problems with static,
echo, low volume, etc. and this problem needs to be reported
Step
Action
1.
Press
Result
The call is marked and you can
continue the conversation
One time only
You will not hear any confirmation
tones
Call Park
The Call Park feature allows you to temporarily place a call on hold for a pre-set time
limit. The call can be retrieved on any phone in the system. If the call if not retrieved
within the time limit, the call automatically reverts back to the extension that parked the
call with a three-ring system ring.
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Park a Call
Condition:
You are on a call that needs to be parked
Step
Action
Result
1.
Call Park number and then
silence
The call is parked and you can
place and receive calls
If you do not have this button, you
can use the ACCESS button and
the feature code * 9
2.
Write down the Call Park
number
3.
Hang up
To hear the number repeated,
immediately press the CALL
PARK button again
Pick Up a Parked Call from Any Phone
Step
Action
1.
Press
2.
Result
Dial the Call Park number
No ringing is heard
The call is connected immediately
Call Pickup
The Call Pickup feature allows you to answer another ringing line at your phone. There
are two types of Call Pickup:
•
Group Call Pickup - Your extension is assigned to a Call Pickup group. You can
answer a call directed to any member of your Call Pickup Group.
•
Extension Call Pickup - You can answer a call directed to another phone by pressing
the Call Pickup feature key and dialing the extension number of the ringing phone.
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Chapter 3, Features
•
See your system administrator for information regarding members of your Call
Pickup Group.
•
When two phones are ringing at the same time, the phone that was ringing first is
picked up. That call can be put on hold while the second call is picked up.
•
If you hear a fast busy tone after trying to pick up a call, either you are not assigned
to that group or another group member picked up the call.
Pick up a Call as Member of a Call Pickup Group
Condition:
A call is ringing in for a member of the Call Pickup Group
Step
Action
1.
Press
2.
Press
Result
The caller is connected on your
extension
Pick up a Call by Dialing the Extension Number
Condition:
A call is ringing in for a member of the Call Pickup Group
Step
Action
1.
Press
2.
Press
3.
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Result
2-beep confirmation tone
Dial the extension number
of the ringing phone
The caller is connected on your
line
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Call Waiting
Call Waiting Types
The type of Hold that you have on your phone determines which type of Call Waiting to
use. There are type types.
Hold Type
Description
Normal
When you put a party on hold, you hear silence
Call Hold
When you put a party on hold, you hear dial tone
Call Waiting Tones
Call Waiting tone is heard through the handset or speaker one time only if another call
comes in while you are already on a call. The Call Waiting rings are:
Ring
Description
One short ring
Indicates an internal call
Two short rings
Indicates an external call
•
If you choose not to answer the call waiting, the caller either continues to hear
ringing or could be automatically forwarded to another extension, voice mail, or the
operator, depending on the system design.
•
An extension can have only one call waiting at a time. If another party calls, they
will hear busy tone or the call may be programmed to ring on another extension.
•
The Call Waiting tone is heard only once and only on the extension that is called.
However, if you receive more than one call during a phone conversation, you will
hear a call waiting tone for each call.
•
Internal callers dialing a busy extension hear a ring-beep tone that indicates the line is
busy and they are call waiting.
•
An external caller that is Call Waiting may hear a regular ringing tone in place of the
ring-beep.
•
Depending on the system design, you are call waiting on a busy extension until the
party you are calling answers, until a pre-set time period expires and the system
forwards your call to another extension, or you decide to hang up.
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Chapter 3, Features
Accept a Call Waiting with Call Hold
Conditions:
You are already on a call
Call Waiting tone
Step
Action
1.
Press
Result
Extension lamp blinking
The first party is placed on hold
2.
Press
3.
Press
Extension lamp slow
flashing indicates an
incoming call
You are in conversation with the
second party
Alternate Between Calls (Call Hold)
Conditions:
The first party is on hold
You are in conversation with the second party
Step
Action
1.
Press
Result
The second party is now on hold
You are in conversation with the
first party
2.
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Repeat Step 1 to alternate between
calls
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Return to the Party on Hold (Call Hold)
Conditions:
One party is disconnected, the other is still on hold
Step
Action
1.
Press
Result
You are in conversation with the
held party
Extension lamp ON
Accept a Call Waiting (Normal Hold)
Conditions:
You are already on a call
Call Waiting tone
Step
Action
1.
Press
Result
Extension lamp blinking
The first party is placed on hold
Silence on the line
The phone rings
2.
Press
You are in conversation with the
second party
Or
Press
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Chapter 3, Features
Alternate Between Calls (Normal Hold)
Step
Action
1.
Press
Result
The second party is placed on hold
You are in conversation with the
first party
Extension lamp indicates a
call is on hold
Return to the Party on Hold (Normal Hold)
Step
Action
1.
Press
Result
You are in conversation with the
remaining held party
Or
Press
Cancel
The Cancel feature allows you to abort any dialing sequence by pressing a feature button.
You can cancel callbacks and unanswered transfers or conference calls.
Use Cancel
Step
Action
1.
Press
Result
The dialing sequence has been
canceled
You may start dialing again
Conference
The Conference button allows up to seven parties to be joined in a conference call.
•
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One system user must support a conference. A user can be a participant in the
conference or can be a non-participant, by setting up the conference and placing the
group on Conference Hold.
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ITE Agent Phone User Guide
•
A member may leave a conference at any time by hanging up. If there are only 2
parties left, then the conference is dropped, and the call becomes a normal two-way
call.
•
The conference warning tone (a system option) alerts members in the conference that
another party is being added.
•
If you are accidentally disconnected from a conference, you may be reconnected only
by an internal member of the conference calling you or as a call waiting party on an
internal conference member's phone.
•
The CONF button is used to place a conference on hold. The HOLD button does not
put a conference on hold.
•
When a conference is on Conference Hold, or when additional parties are being
added to the conference, the remaining parties can continue talking.
•
If the conference is hard to hear when using the speakerphone, use the handset.
Conference up to Seven Parties
Condition:
Begin with one party already on the line
Step
Action
1.
Press
Result
Conference lamp ON
If you do not have this button, you
can use the ACCESS button and
the feature code # 1
2.
Dial the number of a party
to add to the conference
3.
Wait for the party to answer and
announce the conference
4.
Press
Conference lamp blinks
The first party is on Conference
Hold
5.
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Repeat steps 1 - 4 until all parties
are joined into the conference
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Chapter 3, Features
Return to the Conference if a Dialed Number is Busy or Unanswered
This feature is available for internal calls only.
Step
Action
1.
Result
Hang up
2.
Press
3.
Press
You are reconnected to the
conference
Place a Conference Call on Hold
Step
Action
1.
Press
2.
Press
Result
Conference lamp ON
Conference lamp blinking
To hang up
The conference remains on hold
Or
Dial a number
Rejoin a Conference Call on Hold
Condition:
The conference is on hold
Step
Action
1.
Press
Result
Conference lamp ON
You are reconnected to the
conference
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Data Calls
The Data feature allows you to place and receive data calls and, at the same time, use the
phone to place and receive voice calls or use other features. You can use the following
features with data numbers:
Abbreviated Dial – See Abbreviated Dial
Auto Dial – See Auto Dial
Last Number Redial – See Last Number Redial
Callback Queuing – See Queue for External Calls
Online Queuing - See Queue for External Calls
Use Data Features
To use the Data features you must have a Data feature button, a PDI-1000 type data
interface, and a data destination to dial.
Condition:
The data number has been successfully dialed by one of the above
features and you hear ringing.
Step
Action
1.
The data number is dialed
2.
Wait for modem tone
3.
Press
Result
The Data lamp is flashing
Data lamp ON
Dial tone or silence
The data connection is made
4.
Press
The data connection stays up
You can place and receive voice
calls
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Chapter 3, Features
Display Feature
The Display feature allows you to view stored phone numbers before making a call. You
can display Abbreviated Dial, Auto Dial, Redial, Call Forward and Callback numbers.
•
The Display lamp must be ON while using this feature.
•
The Display button becomes inactive 5 seconds after you press the last feature
button.
•
The DSPL button is used with the SPKR off and the handset on hook.
Use the Display Feature
Feature
Abbreviated
Dial
Actions
Display on Phone
Press
+
Press
Until all numbers display
Automatic
Dial number
Press
Callback
Press
+
Number and/or name left by
caller:
Press
Until all numbers display
With time and date stamp:
Call Forward
Press
+
Redial
Press
+
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Do Not Disturb
The Do Not Disturb feature allows you to temporarily block incoming calls without
affecting the use of your phone. The Do Not Disturb feature applies only to the phone
where the feature has been set up. It does not affect other phones where this extension
may appear.
Activate Do Not Disturb
Step
Action
1.
Press
Result
Do Not Disturb lamp ON
Calls will not ring at the phone
If you do not have this button, you
can use the feature code * 6
Cancel Do Not Disturb
Step
Action
1.
Press
Result
Do Not Disturb lamp OFF
If you do not have this button, you
can use the feature code # 6
Event Timer
The Event Timer feature allows you to use your phone display as a stopwatch by pressing
one button. The minutes and seconds of an event replace the normal display.
Use the Event Timer
Step
1.
Action
To start timer:
Result
Event Timer lamp ON
Press
The timer starts
Display:
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Chapter 3, Features
Step
2.
Action
Result
To stop timer:
Event Timer lamp OFF
Press
The timer stops
Group Listen
The Group Listen feature allows any person in a conference to add up to ten parties, in a
listen only mode, to a conference.
A conference with group listeners can total 16 parties, six full Conference members and
10 Group Listen members.
•
A listen-only party, unlike a regular conference member, cannot place the conference
on Conference Hold to accept a call waiting.
•
When listener what has been added leaves a conference by hanging up, they cannot
return to that conference on their own.
Add Group Listen Parties to a Conference
Condition:
You are already in a conference
Step
Action
1.
Press
Result
The conference is on hold
Conference lamp
blinking
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2.
Dial the phone number of
a Group Listen party
3.
Announce the conference
and the Group Listen
feature
You are connected to the
Group Listen party
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ITE Agent Phone User Guide
Step
Action
4.
Press
Result
The Group Listen party is
added to the conference to
listen only
Conference lamp
ON
5.
Repeat Steps 1-4 until all
parties are joined in the
conference
Rejoin the Conference - Internal Line Busy
Condition:
The internal called number for Group Listen is busy or unanswered
Step
Action
1.
Press
Result
Conference entry
warning tone
(long beep)
You have rejoined the
conference
Rejoin the Conference - External Line Busy
Condition:
The external called number for Group Listen is busy or unanswered
Step
Action
1.
Press
2.
Press
Result
Conference entry
warning tone
(long beep)
You have rejoined the
conference
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Chapter 3, Features
Hands-Free Auto-Answer
The Hands-Free Auto-Answer (HFA) feature automatically connects to incoming calls
without any intervention form the user and turns off automatically when the caller hangs
up. This feature can be used with a headset.
Additional Information:
•
Only an extension or intercom line can be used with HFA.
•
The HFA button lamp is ON steady when the feature is activated.
•
The lamp flutters when a caller is on the line.
•
The lamp is OFF when the feature is deactivated.
•
A fast busy tone indicates that the HFA feature cannot be activated. See your system
administrator.
When the HFA feature is activated, the phone should not be left unattended without first
deactivating HFA. This prevents a call from being answered while there is no one at the
phone to talk to the caller.
Activate Hands-Free Auto-Answer
Step
Action
1.
Press
2.
Press
Result
Confirmation tone
HFA lamp ON
The feature is activated
Deactivate Hands-Free Auto-Answer
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Step
Action
1.
Press
Result
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ITE Agent Phone User Guide
Step
Action
2.
Press
Result
Confirmation tone
HFA lamp OFF
The feature is deactivated
Answer a Call with Hands-Free Auto-Answer
Conditions:
HFA is activated
The handset remains onhook
Step
Action
Result
1.
Listen for ring and/or warning tone
2.
Talk to the calling party
HFA lamp flutters when
the calling party is on the
line
End a Call with Hands-Free Auto-Answer
Condition:
You are on a call with HFA activated.
Step
Action
1.
Result
The caller hangs up
HFA lamp OFF
Hold
There are two types of hold.
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Hold Type
Description
Normal
When you put a party on hold, you hear silence
Call Hold
When you put a party on hold, you hear dial tone
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Chapter 3, Features
•
When another party puts you on hold, you can place that party on hold at the same
time.
•
The party on hold hears silence or music, depending on the system options.
Call Hold Type
Place a Call on Hold
Condition:
You are already on a call.
Step
Action
1.
Press
Result
Hold lamp blinking
You can place another call
Retrieve a Call on Hold
Condition:
A party is already on hold.
Step
Action
1.
Press
Result
You are reconnected to the held
party
Alternate between Calls
Condition:
A party is already on hold.
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Step
Action
1.
Press
Result
Toggle between held calls
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Normal Hold Type
Place a Call on Hold
Condition:
You are already on a call.
Step
Action
1.
Press
Result
Silence
Hold lamp blinking
Retrieve a Call on Hold
Condition:
A party is already on hold.
Step
Action
1.
Press
2.
Press
Result
You are reconnected to the held
party
Hotline Conference
The Hotline Conference feature connects up to twelve parties in a conference call. Each
conference member's phone automatically rings when call originator dials the Hotline
Conference number.
•
A Hotline Conference can be originated by a conference member only whose phone
is programmed to allow the dialing of the Hotline Conference number.
•
A busy tone means that a conference cannot be set up at this time.
•
A fast busy tone means that all members did not answer, and the conference is
cancelled.
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Chapter 3, Features
Initiate a Hotline Conference Call
Step
Action
1.
Press
2.
3.
Result
Dial the Hotline
Conference Number
Wait on the line
Until one conference
member answers
Accept a Hotline Conference Call
If you place a party on hold to accept a Call Waiting that is a Hotline Conference call,
you cannot return to the party on hold unless you hang up on the conference.
Condition:
Very fast ring
Depending on system options
Step
Action
1.
Press
Result
You are connected to the Hotline
Conference
Hotline
The Hotline feature allows you to press a Hotline button that automatically dials a
specific number.
Use Hotline
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Step
Action
1.
Press
Result
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ITE Agent Phone User Guide
Step
Action
2.
Press
Result
Hotline lamp ON
The call is placed
Intercom
The Intercom feature allows you to place and answer calls from members of your
Intercom Group while leaving your main extension free to receive calls.
•
Each member of an Intercom Group is assigned a one-digit number for a 10-member
group, or a two-digit number for a 100-member group.
•
An Intercom call is indicated by a flashing Intercom lamp and one-ring normal ring
or three-ring system ring.
•
Intercom calls can be allowed to ring on a phone that has activated the Do Not
Disturb feature.
•
A call on an Intercom line cannot be transferred, put on hold, or used with any other
feature. This is a system option.
•
The Hands-Free Auto Answer (HFA) feature can be used on the Intercom line.
When activated, an Intercom call is automatically answered on the speakerphone or
headset. If the user is already talking on the phone when the Intercom call is
received, then HFA does not answer that call and it must be answered manually.
Place an Intercom Call
Step
Action
Result
1.
Press
Silence
2.
Press
Intercom lamp ON
On Intercom line
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Chapter 3, Features
Step
Action
3.
Result
Dial the Intercom number
(1 or 2 digits)
The call is placed
Answer an Intercom Call
Condition:
The Intercom line is ringing
Step
Action
1.
Press
2.
Press
Result
Intercom lamp ON
SPKR lamp ON
The Intercom caller is on the line
Meet-Me Conference
The Meet-Me Conference feature allows up to twelve parties to dial a designated number
at a scheduled time for a conference call. No Conference button is required.
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•
The Meet-Me conference can be reserved as one-time only or as a permanently
scheduled call.
•
Outside callers can be transferred into the Meet-Me Conference.
•
You can leave a Meet-Me Conference at any time, and rejoin the conference at any
time by dialing the Meet-Me Conference number.
•
The HOLD button does not put the conference on hold.
•
The HOLD button allows you to lock a Meet-Me Conference so that other parties
cannot enter the conference.
•
A Meet-Me Conference can be locked or unlocked by one member pressing the Hold
button.
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ITE Agent Phone User Guide
Enter a Meet-Me Conference
•
When dialing in to a Meet-Me conference, the first caller hears ringing until a second
caller dials the number.
•
If the warning tone option is chosen in system options, a long beep is heard each time
a caller enters the conference.
Step
Action
1.
Press
2.
Result
Dial the Meet-Me
Conference number
Long beep
You are connected to the conference
Leave a Meet-Me Conference
Step
Action
1.
Press
Result
You are disconnected from the
conference
Lock and Unlock a Meet-Me Conference
Step
Action
1.
Result
To lock:
The conference is locked
Press
2.
To unlock:
The conference is unlocked
Press
Accept a Call Waiting During a Meet-Me Conference
Condition:
You are connected to a Meet-Me Conference and a Call Waiting tone is
heard, one time only.
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Chapter 3, Features
Step
Action
Result
1.
Press
2.
Wait for the phone to ring
3.
Press
4.
Dial the Meet-Me Conference
number to return to the conference
1 short ring for an internal
call or 2 short rings for an
external call
The Call Waiting party is on the line
Transfer an Outside Call to a Meet-Me Conference
Condition:
You are connected to a party that needs to be transferred to the Meet-Me
Conference
Step
Action
Result
1.
Ask the party to wait
2.
Press
Transfer lamp ON
The party is on hold
3.
Announce the transfer to
conference members
4.
5.
Dial the Meet-Me
Conference number
Press
You are connected to the conference
The transferred party is in the
conference only after you hang up
Privacy Release
On Intecom systems, all calls are private even if the same extension appears on more than
one phone. When a shared extension is in use, another user attempting to use the same
line will hear silence. The Privacy Release feature allows up to seven users sharing the
same extension to temporarily join conversation on that extension.
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Use Privacy Release
Condition:
You are already on a call.
Step
Action
1.
Press
Result
Privacy Release lamp ON
After all notified parties have
joined the phone conversation,
pressing the PRIVCY RLSE button
blocks others from joining
You can talk with the original
party and others entering on your
extension
Cancel Privacy Release
Condition:
You are already on a call with privacy release activated
Step
Action
1.
Press
Result
Continue to talk
No one else can enter the
conversation
Queue for External Lines
There are two ways to queue for external lines.
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Type
Description
Callback Queuing
The Callback Queuing feature places a callback on a group
of busy outgoing lines to queue the call. The system calls
back when an outgoing line is available.
Online Queuing
The Online Queuing feature allows you to wait on the line
until an outgoing line is no longer busy or until the queuing
time limit expires.
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Chapter 3, Features
Use Callback Queuing
A queued call may return to your phone several times. A system setting controls the
maximum number of times to call back and the queuing time limit. When either the
callback limit is reached, or the queue time limit has expired and all outside lines are still
busy, the call is canceled from the queue by the system.
Step
Action
1.
Press
2.
3.
Result
Dial the external number
Voice prompt "Depress
CALLBACK to queue
call" if all of the outgoing
trunks are busy
Press
Voice prompt "Callback
number XX"
The call is queued
You can also use the ACCESS
button plus the feature code * 7
One extension can have five calls
in queue at one time
4.
Press
5.
Write down the callback
number and the external
number that you dialed
Receive an Automatic Callback
Conditions:
An outgoing line has become available
The system calls back
The Extension lamp is slow flashing
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Step
Action
1.
Press
2.
Wait on the line
Result
Voice prompt "Callback
Number XX is ready"
The call is automatically placed
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Cancel the Callback
Condition:
You are offhook listening to the call automatically being placed and you
want to cancel the call
Step
Action
1.
Press
Result
The callback is cancelled
Use Online Queuing
Step
Action
1.
Press
2.
3.
Result
Dial the external number
Wait on the line
Voice prompt "All lines
busy, please hold"
The call is placed or the queue time
will expire
Redial
The Last Number Redial feature will automatically redial the last outside call placed
from any extension on the phone by using a feature button.
Place a Call
Step
Action
1.
Press
2.
Press
Result
The last outside call is automatically
redialed
You can also use feature code # 9
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Chapter 3, Features
Transfer
The Transfer feature allows you to send an existing call to another extension (announced
or unannounced) or set up a conference between 3 parties.
Transfer a Call
Condition:
You are already on a call
Step
Action
Result
1.
Advise the party on the line that
you are executing a transfer
2.
Press
Transfer lamp ON
3.
Dial the destination number
If you misdial a transfer, press the
XFER button to return the call to
your extension
4.
Announce the transfer and hang up
Or
The transfer is complete
Transfer lamp OFF
Hang up without announcing the
transfer
The transferred call is connected to
the new extension only after the
person transferring the call hangs
up.
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Rejoin the Original Party if the Destination is Busy or Unanswered
Step
Action
1.
Press
Result
You are reconnected to the original
party
Or
Press
Voice Mail
The Voice Mail feature allows you to access the voice mail system to send and receive
messages. Voice Mail can be accessed using any internal or external phone with or
without a Voice Mail button.
Access Voice Mail with Automatic Sign-On
Step
Action
1.
Press
2.
Press
Result
The voice mail system answers
If you do not have this button, you
can use the feature code * 5
3.
Follow the voice mail system
prompts
Retrieve a Voice mail from another Phone or Outside Location
Condition:
Voice Mail lamp is fluttering
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Step
Action
1.
Press
Result
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Chapter 3, Features
Step
2.
Action
Result
Dial the voice mail access
number
The voice mail system answers
This number is usually the same as
your extension number
3.
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prompts
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Chapter 4
ACD Features
ACD Sign On
The Sign On feature allows you to go on line to receive ACD calls by using one of three
methods:
•
Automatic
•
Manual with Agent ID Number
•
Manual with Agent ID Number and Password
If you hear fast busy tone, the Sign On is invalid. Try again, and if not successful, see
your supervisor or system administrator.
You cannot sign on when the Off Line button is fluttering, indicating that the ACD group
is in Night Service.
If the WRAP/WORK lamp flutters after signing on, press the WRAP/WORK button to
clear the flutter and receive ACD calls.
Your system administrator or supervisor provides your Agent ID and/or Password.
Off Line Lamp Status
Lamp
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Status
State
Description
Off Line
Lamp
ON
You are OFF LINE.
Off Line
Lamp
OFF
You are already signed ON.
Off Line
Lamp
Flutter
You are in Night Service.
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Chapter 4, ACD Features
Sign On State
Your system administrator has chosen the state that your phone will be in when you sign
on.
State
Description
Active
You are able to take ACD calls
Agent Unavailable with an optional Reason Code
You are unable to take ACD calls
Work
You are unable to take ACD calls
Hands-Free Auto-Answer On
You are able to take ACD calls in
the hands-free mode
Hands-Free Auto-Answer Off
You are able to take ACD calls in
normal mode.
Automatic Sign On
Condition:
Off Line lamp ON indicating you are OFFLINE
Step
Action
1.
Press
2.
Press
Result
Two beeps
Off Line lamp OFF
If you do not have this button on
your phone, you can use the
feature code # 2
You are signed ON
Manual Sign On with Agent ID Number
Condition:
Off Line lamp ON indicating you are OFFLINE
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Step
Action
1.
Press
2.
Press
Result
One beep
3.
Two beeps
Dial Agent ID +
Off Line lamp OFF
You are signed ON
Manual Sign On with Agent ID Number and Password
Condition:
Off Line lamp ON indicating you are OFFLINE
Step
Action
1.
Press
2.
Press
Result
One beep
3.
One beep
Dial Agent ID +
4.
Two beeps
Dial Password +
Off Line lamp OFF
You are signed ON
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Chapter 4, ACD Features
ACD Sign Off
The Sign Off feature allows you to sign off of the agent group using the Off Line button.
•
When you sign off, non-ACD calls can still be placed and received.
•
Activating Night Service automatically signs off all agents.
•
If Auto Answer is activated, it is automatically deactivated when you sign off.
•
When you want to sign off of the ACD group, but there are still calls in queue, press
the Off Line button before you finish your last ACD call. The current call is not
affected and you are signed off when the call is ended. Other agents will answer the
calls that are in queue.
Sign Off
Condition:
Off Line lamp Off indicating you are Online
Step
Action
1.
Press
Result
Two beeps
Off Line lamp ON
If you do not have this button, you
can use the feature code * 2
You are signed Off
Agent Statistics
The Agent Statistics feature allows you to see your own ACD performance statistics on
the phone display. The statistics are present one line at a time at the top of the display.
the statistics can be displayed in current totals, or in percentages of time.
View Agent Statistics
Condition:
You are signed on to the ACD group
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Step
Action
1.
Press
Result
Agent Stats lamp ON
indicating stats are
activated
Lamp turns OFF
immediately
2.
Watch the display
If the statistics are not scrolling,
press the AGENT STATS button to
see each line of information.
Automatic or manual scrolling a
system setting. Contact your
supervisor with any questions.
Phone Display for Current Agent Statistics:
Display Description
Display
Agent Stats Format
Auto Answer on ACD Line
When an ACD line is set up to ring with a standard or feature ring, and the line is set up
for Auto Answer, the ring changes to "No Ring". The Ring-Ping option for an ACD call
remains a ring-ping with the Auto Answer activated.
Ring Time
When Auto Answer is activated on the ACD line, a call can be answered automatically
within a designated ringing time, from 0-15 seconds.
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Chapter 4, ACD Features
Ring Time
Result
Set to 0
2 beeps
The caller is immediately connected
Set for a specific number
of seconds
2 beeps to alert you that a call is waiting on the
line
Warning Tone when ringing timer expires and
the caller is immediately connected
Calls In Queue Display
Step
Action
1.
Press
Result
Force
The Force feature forces all agents in an agent group out of Wrap Up or Work, and makes
them available to take ACD calls. Force remains in effect until it is cancelled.
Activate Force
Step
Action
Result
1.
Press
Force lamp blinks
2.
Press
Force lamp ON
Agent's Wrap/Work lamp
OFF
Force is activated
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Cancel Force
Step
Action
1.
Press
Result
Force lamp OFF
Force is canceled
Agents are now able to enter Wrap
or Work
Night Service
The Night Service feature takes a group of agents off line and sends incoming calls to the
night call guide. While Night Service is in effect, agents cannot sign on to the group to
receive calls. Night Service must be canceled before agents can sign on.
Activate Night Service
Step
Action
1.
Press
Result
Night Service lamp blinks
If you press the button one time,
the group will not go into Night
Service. This is to prevent going
into Night Service accidentally.
2.
Press
Night Service lamp flutters
Again
Agent's Off Line lamp
flutters
The agent group is in Night
Service
Cancel Night Service
Step
Action
1.
Press
Result
Night Service lamp OFF
Agent's Off Line lamp ON
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Chapter 4, ACD Features
Overflow
The Overflow feature sends all incoming ACD calls to additional agents in an overflow
agent group, when the queue limits are reached. The system automatically activates this
feature and automatically cancels it when the agents in the primary agent group are able
to answer calls within queuing limits.
The Manual Overflow feature allows you to manually force all queued ACD calls to the
overflow agent group. You can activate and cancel the feature any time that it is
necessary.
Activate Overflow Manually
Step
Action
1.
Press
Result
Overflow lamp ON
Cancel Overflow
Step
Action
1.
Press
Result
Overflow lamp OFF
Reroute
The reroute feature allows you to specify a specific alternate destination for the next time
this person calls in. The alternate destination can be a directory number, an ACD
pilot/call type, a particular ACD agent, an external local number, or external toll number.
Use Reroute
Condition:
You are on an active call
Step
Action
1.
Press
Result
Reroute lamp ON
1 Beep
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Step
Action
2.
Result
Dial the new destination
number
2 Beeps
The feature is activated
Reroute lamp OFF
3.
Continue to talk to the calling party
Cancel Reroute while Activating
If you press the REROUTE button a second time while you are setting up the Reroute
feature, you will hear one beep and the process will be canceled. You cannot cancel the
feature after it is activated.
Condition:
You are on an active call and have begun to activate the Reroute feature
You want to stop the feature from activating.
Step
Action
1.
Press
Result
The Reroute feature is canceled
Again
Send to Me
The Send to Me feature allows you as specify that the next time this person calls in, the
call will come directly to you.
Use Send to Me
Condition:
You are on a call
Step
Action
1.
Press
Result
2 Beeps
The feature is activated
The next call from this customer
will come to you
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Chapter 4, ACD Features
Step
Action
2.
Result
Continue to talk to the calling party
Cancel Send to Me
Condition:
You are still talking to the same party
Step
Action
1.
Press
Result
The feature is canceled
Again
Work
The Work feature is a time period that is activated manually by the agent during which
the agent cannot receive ACD calls. It allows for a more flexible time between ACD
calls for paperwork, filing, or other tasks for which the Wrap Up time cannot be
predicted.
•
The Work feature can be activated at any time except when in automatic Wrap Up.
•
If you press the Work button when on a call, the Work feature will take effect at the
end of the call. If you wait until after the call is finished to press the WORK button,
you may receive another ACD call before the Work feature has taken effect.
•
You must press the Work key to deactivate the feature.
Activate Work
Step
Action
1.
Press
Result
Wrap/Work lamp is
fluttering
You cannot take ACD calls
If you do not have this button on
your phone, you can use the
feature code * 8 from dial tone.
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Cancel Work
Step
Action
1.
Press
Result
Wrap/Work lamp Off
You can now take ACD calls
If you do not have this button on
your phone, you can use the
feature code # 8 from dial tone.
Wrap Up
The Wrap up feature is an optional time period that automatically begins after each ACD
call. Wrap up allows an agent time to complete paperwork before a new ACD call.
System Administrators define the Wrap-up time settings.
Automatic Wrap Up Function
Action
ACD call ends
Result
Work lamp is slow flashing
You are in Automatic Wrap Up
Wrap-up timer expires
Work lamp is OFF
You are automatically available to take calls
Wrap-up with no timer
Work lamp is slow flashing
You are in Automatic Wrap Up until you manually
cancel
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Chapter 4, ACD Features
Cancel Automatic Wrap Manually
Step
Action
1.
Press
Result
Wrap/Work lamp OFF
You can now take ACD calls
If you do not have this button on
your phone, you can use the
feature code # 8 from dial tone.
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Chapter 5
Centergy® Reporting Application Features
Centergy Reporting Application Features
If you system is running the Centergy Reporting call center applications, your phone may
have any or all of the following buttons that are related to the Centergy Manager
application for supervisors and to the Centergy Transact application.
Emergency Call Record
The Emergency Call Record feature allows an agent to start the recording of a phone
conversation and simultaneously send a predefined alert message to the supervisor
management screen. The conversation is recorded from the time that the button was
pressed until the end of the conversation. The message to the supervisor indicates which
agent activated the recording.
Start Emergency Call Record
Condition:
You are already on a call and a situation has evolved during the
call where the call has needs to be recorded and your supervisor
needs to be alerted.
Step
Action
1.
Press
Result
The call is recorded from this point
on until the end of the call
The supervisor receives a message
on the screen about the recorded
call
Message Recall
The Message Recall feature allows you to scroll through messages sent by the supervisor
on the phone display screen, beginning with the most recent message. Each message
includes the time, date, and the message number. The maximum number of messages
that can be stored per agent is a system setting in Centergy. When the maximum is
reached, a new message will overwrite the oldest message.
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Chapter 5, Centergy Application Features
View Messages
Step
Action
1.
Press
Result
Message Recall lamp ON
Lamp OFF immediately
2.
Watch the 2-part display
3.
Repeat steps 1 to 3 to view
additional messages
Phone Display
Display Description
Display
Message Format Part 1
Message Format Part 2
No Messages Received
Supervisor Alert
The Supervisor Alert feature allows agents to send pre-programmed messages to the
supervisor's call center management screen (Centergy Manager).
Send a Supervisor Alert
Step
Action
1.
Press
2.
Result
Supervisor Alert
lamp ON
Dial the numeric message
code +
2-beeps
Supervisor Alert Lamp OFF
The message is sent
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Phone Display for Supervisor Alert
Display Description
Display
Supervisor Alert sent
successfully
Display remains until:
• Next message overwrites it
• Handset is lifted
• SUPV ALERT button is pressed twice
Invalid Code
Transact
The Transact feature is a part of the Centergy system. It allows an ACD agent to use the
telephone keypad to enter information collected from the caller. The information
provided by the codes is stored in a database that is available for use in statistical
analysis. Examples of Transact use would be to track product sales, inventory, special
events, etc.
Transact codes are provided by your supervisor or system administrator.
Transact Codes can be entered while talking to a caller or between calls.
Use Transact
Step
Action
1.
Press
2.
Result
Transact lamp ON
Dial the Transaction Code
+
Transact lamp OFF
The code is successfully entered
Delete a Partial Transact Code
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Step
Action
1.
Press
Result
The code is deleted
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Chapter 5, Centergy Application Features
Delete a Complete Transact Code
Step
Action
1.
Press
Result
The Transact code is cancelled
+
Transact Example
A customer has called to renew his subscription to a monthly fishing magazine. The
following is an example of a dialing sequence.
Transact Phone Display
Display Description
Display
Transact Code Display
Format
Input Error Display
Example
Agent Unavailable with Reason Code
The Agent Unavailable with Reason Code feature allows an agent to go into a predefined unavailable state where the agent is unavailable for taking calls. This feature
provides an alternative for going into the Work state or Signing off. For example, reason
codes could represent "lunch", "break", etc. The reason code is captured in the system
database and can be used in reporting statistics. Your system administrator has defined
the reason codes.
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•
Agent Unavailable can be used without a reason code.
•
Agent Unavailable can optionally be timed and automatically canceled by the
system. See your supervisor or system administrator with any questions.
Activate Agent Unavailable
Step
Action
1.
Press
Result
Unavailable lamp ON
1 beep
2.
Dial the Reason Code
2 beeps
Unavailable lamp ON
You are unable to take ACD calls
Cancel Agent Unavailable
Step
Action
1.
Press
Result
Unavailable lamp OFF
You are able to take ACD calls
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Chapter 5, Centergy Application Features
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Chapter 6
Phone Tests
Phone Tests
You can perform a number of tests on your phone, such as phone self-test, lamp test, and
system tone test. You can also gather information about your phone such as class of
service, cabinet/card/slot information, directory number, etc.
Basic Procedures
The following procedures apply to all tests except system tones.
Step
Action
Result
1.
Press
2.
Press
Silence
3.
Press
1-beep
4.
Press
1-beep
5.
Press
2-beep confirmation tone
+
Code
number
Basic Telephone Self-Test
The following test will restore the key lamps and the display on the phone.
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Step
Action
Result
1.
Press
2.
Press
Silence
3.
Press
1-beep
4.
Press
1-beep
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Chapter 6, Phone Tests
Step
Action
5.
Press
6.
Press
7.
Press
8.
Press
Result
2-beep confirmation tone and then
silence
Silence
Normal display and lamps are restored
Key Lamps Test
Step
Action
Result
1.
Press
2.
Press a feature key or line key 5
separate times
2 beep confirmation tone
and then silence
See these lamp states:
ON, Slow flash, blink, flutter, ON
1 beep after each key
press
Informational Tests
The following tests can be run on the phone.
Test Name
Action
Response
Class of Service
Press
Class of Service
Key Template
Press
Key Template
Number
Directory
Number
Press
Directory
Number
Port Number
Press
Port Number
Press
3 Terminal types
if applicable
(IBX Classic
Systems)
Terminal Type
1. Inside Term Type
2. Outside Term Type
3. Current Term Type
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Test Name
Action
Response
User Group
Press
User Group
Number
Data Directory
Number (if
assigned)
Press
Data Directory
Number
System Port
Location
Press
Cabinet, Shelf,
Slot
Trunk Port
Location
During trunk call, enter this
sequence:
Cabinet, Shelf,
Slot of trunk port
Press
+
System Tone Tests
Action
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Result
Press
Silence
Press
Inside Dial Tone
Press
Outside Dial Tone
Press
Modem Tone
Press
Milliwatt Tone
Press
Busy Tone
Press
Reorder Tone
Press
Ringback Tone
Press
Call Wait Ringback Tone
Press
Zip Tone (One Beep)
Press
Zip Zip Tone (2 Beeps)
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Chapter 6, Phone Tests
Action
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Result
Press
Inside Call Wait Tone
Press
Outside Call Wait Tone
Press
Override Warning Tone
Press
"Held"
Press
"Enter"
Press
"Private"
Press
"Forward"
Press
"Message"
Press
"Voice Mail"
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Chapter 7
Feature Codes
Feature Codes
If your phone does not have one of the following buttons, use a feature code if it is
available for use.
•
For those feature codes that require dial tone, press the HOOK button first.
•
For those features that are accessed from an existing call, use the ACCESS button to
hold the call and return to dial tone.
Feature
Action
Abbreviated Dial
Press
Callback - Leave a
Callback
Press
Callback - Return a
Callback
Press
Call Park
Press
Feature Code
+
+
Call Pickup
Press
Conference
Press
+
Data
Press
+
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Do Not Disturb - Activate
Press
Do Not Disturb Deactivate
Press
Call Forward - Activate
Press
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Chapter 7, Feature Codes
Feature
Action
Call Forward - Deactivate
Press
Hold
Press
Feature Code
+
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Last Number Redial
Press
Transfer/3-Way
Conference
Press
Voice Mail
Press
+
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Appendix I
Glossary
Glossary
Term
Definition
Access Code
A one or two digit number that must be dialed before an
outside call can be made.
Account Code
A billing number for long distance calls that may be
assigned as a part of a user's dialing procedure.
Authorization Code
A unique number that may be assigned to a user or a
directory number which, when dialed, permits authorized
usage of system features.
Centergy
Centergy ™ is a call center management tool that
integrates with Intecom systems.
Code (Abbreviated Dial)
The single or double-digit number that a user assigns to a
phone number when setting up Abbreviated Dial feature.
This code number is used in place of the complete phone
number.
Extension/Directory Number
A number assigned to an individual telephone set which,
when dialed, allows access to that telephone set; an
internal phone number.
External (call or number)
A call to a number that is outside of the phone system.
Feature Codes
A combination of the star (*) or the pound (#) symbol
plus a single digit of the pad. Each code accesses a
specific system feature.
Example: Feature Code "*3" activates the Call Forward
feature. See Feature Codes in Chapter 4.
Or
A Numeric Feature Code (two to four digits) is used to
access features on rotary phones that do not have a * or a
# symbol.
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Features
Capabilities of a phone other than placing and receiving
calls. For example, Hold, Transfer, Call Forward, Call
Back Queuing, etc.
Incoming Calls
Calls that are made from outside of the system to an
extension inside of the system.
Internal (call or number)
A call or phone number (extension) that is inside the
system.
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Appendix I, Glossary
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Term
Definition
Numeric Keypad
A set of twelve buttons (0 through 9) and two symbols (*
and #).
Line or Line Appearance
An extension/directory number that appears on a phone.
Line Select
A button on the phone that is assigned to an extension
(directory number.)
Microphone
The built-in microphone, activated by the SPKR button,
provides the ability to use the phone without the handset.
The microphone is located on the lower front of the
phone in the right-hand corner
Multi-Line Phone
A phone having more than one extension number.
Numeric Feature Code
A Numeric Feature Code (two to four digits) is used to
access features on rotary phones that do not have a * or a
# symbol.
Off-Hook
A term that indicates that the handset of the phone has
been removed from the switchhook or the SPKR button
has been turned on.
On-Hook
A term that indicates that the handset of the phone is
resting on the switchhook. The phone is hung-up or the
SPKR button is turned off. (See On-Hook Dialing)
Outgoing Calls
Calls that are placed from an extension inside of the
system to a destination that is outside of the system.
Park
A feature that allows a call to be placed in a temporary
hold state and assigned an extension number. The call
can be retrieved from any extension in the system by
dialing the number assigned to the call.
PDI 1000
Provides an interface for 300 bps to 38.4 Kbps
asynchronous RS-232C data.
Pickup
Allows calls that ring in at another extension to be picked
up at extensions that are members of the same Call
Pickup group.
Prime Line
The main extension on an ITE phone that is
automatically selected to place or receive calls when the
handset is lifted or the SPKR button is turned on. The
line button does not have to be pressed to make or
answer calls.
Queuing
The process of placing calls in a holding pattern (a
waiting line) until an outgoing line is available. The
system assigns outgoing on the basis of priority or first
come/first served.
System (Telephone System)
A term used in this guide that refers to Intecom telephone
switching systems.
Aastra – 2539-002
ITE Agent Phone User Guide
Aastra - 2539-002
Term
Definition
Voice Prompt
A computerized voice heard through the handset or
speakerphone that indicates that a feature has been
activated. It may also inform or give instructions to the
user.
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